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Vertical Communications TeleVantage 7.5 manual Customizing Viewpoint

Models: TeleVantage 7.5

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CHAPTER 18

CUSTOMIZING VIEWPOINT

CHAPTER CONTENTS

About customizing ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2 Customizing telephone behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-5 Configuring a digital feature phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-13 Customizing incoming call behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-16 Customizing ISDN outbound Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-17 Customizing SIP accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-19 Customizing voice message behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-20 Customizing ViewPoint for Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-21 Customizing the ViewPoint display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-22 Enhancing ViewPoint with Add-ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-25 Other customization options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-29

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Vertical Communications TeleVantage 7.5 manual Customizing Viewpoint

Contents

Using Televantage Page Copyright #97-6603B Edition 7.5 July Getting Started Answering and Handling Calls on the Phone Using TeleVantage With a Remote Phone Using ViewPoint 10-3 10-210-5 10-611-7 11-611-8 11-912-14 12-1312-15 13-213-20 13-1913-21 14-216-2 15-1516-3 16-418-2 17-1018-5 18-618-29 18-28Appendix E. Using the TeleVantage Archived Recording Browser Appendix H. Logging On with Command-Line Switches Page Getting Started Page Introducing Televantage Chapter ContentsUsing the telephone Accessing TeleVantageUsing the Flash command About TeleVantageUsing the Tapi Service Provider and the CMA Using the TeleVantage ViewPoint applicationUsing TeleVantage ViewPoint Web Access ViewPoint Feature Feature comparison tableAccess Getting technical supportOrdering printed documentation TeleVantage documentationTeleVantage documentation set Online Help Html books Accessing online documentationIntroducing Televantage Page Recording Your Voice Title and Voicemail Greeting To record a voice title on the phone About creating your voice title and voicemail greetingRecording your voice title To record a new greeting Recording your voicemail greetingPage Using the Telephone Page Placing Calls on the Phone About placing calls on the phone Using a phone other than your ownUsing an IP phone Dialing internal and external numbers Entering account codes when placing callsIf you are prompted to enter an account code To dial an internal numberDialing a user’s voicemail directly Dialing by nameEntering an account code during or before a call To enter an account codePlacing calls with * options Placing calls while you are already on a callDisabling call waiting for a call Placing calls to an IP addressPlacing a page or intercom call Blocking pages and intercom with Do Not Disturb Requirements for receiving a page or intercom callPaging and intercom considerations Page Answering and Handling Calls on the Phone About answering and handling calls on the phone Using the Flash button on your phoneAnswering TeleVantage calls Call announcingCall waiting options Call waitingHow TeleVantage gets the recording of the caller’s name Answering a call at another ringing phone Using hands-free answeringMultiple calls waiting Receiving a call waiting tone from your telephone companyHands-free answering and routing lists Receiving internal intercom calls with voice-first answeringEnabling voice-first answering Handling calls with the phonePutting a call on hold Call-handling commandsFlash + Call-handling Commands Transferring a call Using direct transferTo perform a blind transfer To perform a supervised transferSending a call to voicemail About the transfer ring delayRecording a call Transferring one of multiple callsParking a call Creating a conference callTo create a conference call by adding parties To create a conference call from separate callsUsing digital feature phones Using SDNs Using line appearancesUsing PDNs Speed Dial with illuminated buttons Using custom-mapped TeleVantage commandsPage Managing Voicemail and Your Account with the Phone About voicemail About managing your account on the phoneLogging on to your account Voicemail from the caller’s point of viewCustomizing voice message playback order Knowing when you have new voice messagesIf voice messages disappear from your folders Listening to and managing your voicemail Voice message telephone commandsVoice Message Commands Use while or after a message plays Replying to a voice message Deleting and undeleting messagesForwarding a voice message To reply to a messageTo call back a voice message Sending a message directly to a user’s voicemailCalling back a voice message Commands for Recorded Messages Use after recording a message Managing your greetings using the phoneAvailable space for greetings Greeting CommandsManaging your greetings Turning call forwarding on Forwarding your calls using the phoneTurning call forwarding off Checking your call forwarding numberTo select a personal status on the telephone Changing your passwordSelecting a personal status on the phone Using Televantage with a Remote Phone About using TeleVantage with a remote phone Feature Remote Number External Station Internal Station Phone FeaturesViewPoint Features Using ** instead of Flash at a remote phone Using TeleVantage from a remote number without ViewPointTips for all remote phone use Placing TeleVantage calls with an IP phone external stationReceiving TeleVantage calls at a remote number Logging on to TeleVantage from a remote numberLogging out from a TeleVantage session Logging on from a voicemail greetingTo place a call through TeleVantage from a remote phone Placing calls through TeleVantage from a remote phoneIf your remote phone is stuck on a TeleVantage session Using the redial command after logging on Using TeleVantage ViewPoint remotelyUsing redial and other quick call commands when logged To associate ViewPoint with a remote number Using ViewPoint remotely with a phoneAssociating Viewpoint with a remote number To imitate a station on calls routed to your remote phone Using an external stationImitating a station at a remote number Using ViewPoint Disconnecting from a call and remaining on the lineUsing the phone Placing TeleVantage calls from an external stationUsing ViewPoint with an external station Configuring an external stationTo configure an external station To use ViewPoint with an external stationUsing Televantage with a Remote Phone Configuring a SIP phone Changing your external station number with *17 Using a SIP phonePage Sharing Stations Placing outbound calls from shared stations About sharing stationsShared stations and personal status Distinguishing incoming calls to a shared stationFinding out who is currently logged in at a station Call for announcing promptPage Using ViewPoint Page Using Televantage Viewpoint About TeleVantage ViewPoint Using ViewPoint from any web browserTo log on to ViewPoint Resetting ViewPoint so that login is requiredLogging on to ViewPoint To change ViewPoint login options Using ViewPoint with a different phone or ServerSpecifying options for a remote number Choose one of the following options Using ViewPoint with another station or a remote numberLogging on with new logon options Changing your passwordLogging on with command-line switches About the Welcome Wizard Exiting ViewPointAbout the tip of the day Watching the ViewPoint Quick TourToolbar Menu barNavigation pane Using the Folder List Using the navigation barView bar Customizing the navigation paneHiding and showing ViewPoint window elements Status barNavigation Pane FolderDescription Locking ViewPoint window elementsCustomizing the ViewPoint display Working in multiple folders Adding the Phonebook Pane to the Call Monitor folder Using Index buttons to find items quicklyAdding the Calls Pane to any open folder Managing folders and items Using commands in foldersLocking the current folder in place Managing items in foldersDeleting voice messages and other items Creating itemsTo create an item by copying an existing item To permanently delete a voice message from your InboxCutting and pasting items Renaming itemsCopying and pasting items To rename an itemFrom Drag Dragging and dropping itemsFolder Contact CallVoice MessagesDragging and dropping voice messages to other applications Organizing items in foldersPrinting items in folders Viewing folders in the Folder ListManaging folders Private and public foldersManaging the Deleted folder Viewing public foldersEmptying the Deleted folder To empty the Deleted folder automaticallyTo share a folder Sharing foldersDeleting shared items Viewing shared foldersCreating recordings and playing voice messages Using the audio controlsUsing voice message bookmarks Importing and exporting contacts Importing and exporting TeleVantage itemsImporting and exporting voice files To import contacts from a .CSV file Using Televantage Viewpoint To export contacts to a .CSV file Exporting the Extensions list Exporting the Call Log Code Result Result codes when exporting the Call LogPage Using Personal Statuses About personal statuses Personal Status button in the status bar Using predefined personal statusesPredefined personal statuses for all users Icon Status DescriptionPredefined personal statuses for call center queue agents Selecting a personal status in ViewPoint Selecting a personal statusCreating a custom personal status Modifying a personal statusSelecting a personal status on the phone To modify a personal statusTo create a custom personal status Using Televantage Personal Statuses folder Personal status and your active settingsChanging your active settings directly Changing your active settingsUsing Personal Statuses Active settings hierarchy Personal status defaultsTo set a personal status to use your defaults Setting personal status defaultsUsing the Where I Am default To change another user’s personal status Changing the personal status of another userUsing the Extensions List Viewing TeleVantage extensions Extensions folder columns Extensions folder tabsColumn Description NameTitle Personal StatusForwarding LocationPlacing calls to an extension Automatically switching to the Call MonitorSending an instant message to an extension Instant messaging limitationsConfiguring instant messaging options Using instant messagingChanging another user’s personal status Exporting the Extensions listReceiving and Handling Calls in Viewpoint Automatically sorting new calls Using the Call Monitor folderTo sort the Call Monitor automatically Call Monitor folder tabsShowing, hiding, and reordering Call Monitor tabs Using the My Phone tab to handle callsDisplaying calls on the All tab 11-4Call Monitor folder panes Displaying the Call Monitor folder automaticallyCall Monitor folder columns Viewing a custom data column in the Call MonitorTo display the Call Monitor folder automatically Selecting and acting on a call in the Call Monitor folderCall ownership Double-clicking calls Commands while a call is ringingTaking the call Sending the call to voicemailTransferring a call without talking to the caller first Grabbing and holding the callTo grab and hold a call To record a grab-and-hold greetingCommands while you’re on a call Drag-and-drop transferring Ringback for calls on hold11-11 Blind, supervised, and direct-to-voicemail transfersTo transfer a call To record a call Transfer tips for Operator usersPlaying recorded audio into a call Using the telephone commandsPrivacy To play a call you just recordedTo play audio into a call from the Call Monitor Associating a call with a contactTo play audio into a call from other folders To stop playing audio into a callTo answer a parked call from any ViewPoint program If no one answers the parked callTo park a call Playing a callers name Disconnecting a call while staying on the phoneMuting a call Adding notes to a call Preventing certain calls from ringing your phoneViewing a call’s history Other options for incoming calls Incoming call indicatorsCustomized ring patterns Viewing shared calls Sharing your Call Monitor folderPage Placing Calls in Viewpoint To place a call using the Dial bar Placing calls using the Dial barPlacing a call Placing calls with the phone on or off hookTo redial a call using the Dial bar Using the Place Call To dialog box12-4 Entering My NumbersTo enter a number or address in the My Numbers list 12-5 Speed-dialing by double-clicking Quick-dialing from ViewPoint foldersTo quick-dial Use this folder ExtensionsPlacing calls by using other contact managers Placing calls using drag-and-dropCamping on a busy user’s extension To camp on a busy extensionEntering a Centrex or a PBX extension Using dialing servicesEntering a phone number To check a phone number Checking a numberEntering an IP address Creating Windows shortcuts to speed-dial a number Displaying the Call Monitor when you place a callRedialing numbers and returning calls 12-11 To create a speed dial shortcutAdding parties to a conference Creating conference callsMuting individual conference parties Conferencing multiple active calls togetherAdding parties to a conference by dragging and dropping To conference separate existing calls togetherEnding a conference call Supervising other users’ callsTransferring a conference call To supervise another user’s call using the telephone Using the TeleVantage or eyeBeam softphonesTo supervise another user’s call using ViewPoint Page Managing Voice Messages in Viewpoint Voicemail folders About managing voice messages in ViewPointVoicemail folder Managing thousands of voice messages or call recordings Archiving voice messages and call recordingsViewing shared voice message folders Viewing custom dataListening to a voice message as it is being left Listening to your voice messages and call recordingsHandling your voice messages To reply to all recipients of a message To forward a voice messageMailing a voice message Calling back the person who left a voice messagePlaying a voice message into a call Opening the contact record from a voice messageAssociating a voice message from Unknown with a contact Deleting voice messagesMarking a voice message Unheard Deleting a message permanentlyMarking a voice message Urgent or Private Managing call recordingsAdding notes to a voice message Moving a voice message to another applicationSharing your voice messages Setting a maximum length for your voice messagesManaging your voicemail quota To view the amount of space remaining in your mailboxSending a message directly to a user’s voicemail Number in navigation pane Knowing when you have new messagesSystem tray button Stutter dial tone Setting up e-mail notificationMessage waiting light New message sound13-13 Setting up pager notification13-14 Setting up call notificationsSchedule entries Scheduling notifications13-16 To define a schedule for notifications13-17 Space for greetings Managing greetingsGreetings for situations other than voicemail Active greeting Greetings folderGreetings and personal status Greeting hierarchy Personal status default greetingRecording a new greeting Mailing a greetingPlaying a greeting into a call Page Using the Call LOG Folder Call Log folder columns Call Log folderCall Log folder filters Answered By Account CodeCallback number Called NumberPlaced By NumberRecorded by QueueTo Device Viewing call detailsTo Number Wait TimeCall Details columns Access CodeEnd Time Answered TimeDevice Searching for Call Log entriesTaking notes on a Call Log entry Viewing a call’s historyAssociating a call from Unknown with a contact Returning a call in the Call Log folderListening to a recorded call from the Call Log Entering an account code for a Call Log entryOpening the contact record from a contact’s call Reporting on the Call Log Sharing the Call LogExporting the Call Log To play a call recordingAdvanced TeleVantage Features Page Call Forwarding and Routing Lists Page Forwarding calls Forwarding calls by using the telephone commandsForwarding calls in ViewPoint To turn call forwarding on15-4 15-5 To turn call forwarding off in ViewPointPlacing calls at another user’s extension Receiving forwarded ACD workgroup callsCall forwarding and voicemail Forwarding calls over Centrex or PBX trunksHow routing lists move from action to action Using routing listsRouting lists for individual callers Routing Lists folder Mobile phone issues with routing listsCaller options while following a routing list Standard routing listActive routing list Personal status default routing listTo make a routing list the active routing list 15-9Creating a new routing list 15-11 Hang up Call is disconnected Final action DescriptionTake a message. The call is sent to your voicemail Transfer to other Transfer to an extensionVoicemail Pause and repeatRouting calls to workgroups Using greetings with routing list final actions 15-16 When to use a specific greeting with a routing listManaging Contacts Workgroups Contacts folder Using contacts foldersAbout contact management and TeleVantage Private and public contacts Using the Index buttons for quick accessChanging double-click behavior Searching for contactsEntering a new contact Managing contacts16-5 Entering a contacts name and basic information16-6 Entering a contacts phone numbers and addressesPlacing calls to your contacts Teaching TeleVantage to recognize your contactsSharing your contacts Recording a voice title for a contactIdentifying contacts by name Deleting a number from the Incoming Caller ID list Associating a call or Caller ID number with a contactAdding phone numbers for contact recognition 16-10 To associate a call with a contactUnderstanding name and number on Caller ID Opening contacts from within other folders Using contact PINs for guaranteed recognitionExamples To enter a contact PINUsing the TeleVantage Contact Manager Assistant Using contacts in another contact managerExporting contacts from Microsoft Outlook To run the Contact Manager Assistant CMAImporting contacts into TeleVantage Using workgroupsCreating a workgroup Personal and public workgroupsWorkgroups folder Having a workgroup appear as an Extensions tab 16-17 Page Using Call Rules Call Rules overview About call rulesDistinguishing which incoming calls activate the call rule Determining how the call rule handles callsExamples of how you can use call rules Call Rules folderTo create a new call rule Creating a new call ruleCombining caller and schedule conditions Setting caller conditionsTo set a schedule condition Setting schedule conditionsTo have the call rule activate on a daily or weekly basis Specifying custom hoursTo have the call rule activate on an individual date 17-7Selecting how a call rule handles a call To enable or disable a call ruleEnabling or disabling a call rule To set the priority of a call rule How TeleVantage resolves call rule setting conflictsChoosing the priority of a call rule Ignoring all call rules Customizing Viewpoint Guide to the Options dialog box About customizing ViewPointTab Field See Personal18-3 Voice MessagesChange PasswordViewPoint Specifying your phone type Customizing telephone behaviorRecording a voice title To record a voice title in ViewPointTo change the telephone commands language Changing the language of telephone command promptsCustomizing or turning off call announcing To customize call announcing or turn it off18-7 To customize call waiting or turn it off Customizing or turning off call waitingDisplaying Caller ID on a phone Changing your personal Operator Turning ringback for calls on hold on and offCustomizing your listing in the dial-by-name directory To turn ringback on and offTo customize your dial-by-name listing Customizing how long your phone ringsEnabling and disabling hands-free answering Changing ring patternsCustomizing your hold music Enabling and disabling voice-first answeringTo configure a digital feature phone Configuring a digital feature phone18-14 Feature Description TeleVantage features you can map to digital phone buttonsAccess Voice Mail Another user. Prompts for passwordParameter column to select the personal status Customizing incoming call behaviorYou want. The button toggles between that Personal status and Available. See ChapterCustomizing Isdn outbound Caller ID 18-18 To create a personal SIP account Customizing SIP accountsPlaying a sound when a new message arrives Setting voice message playback orderCustomizing voice message behavior Turning off stutter dial toneCustomizing ViewPoint for Operators Showing or hiding ViewPoint window elements Customizing the ViewPoint displayDefining double-click behavior in the Contacts folder Customizing columnsResizing columns Moving columnsSorting by column To show or hide columns in a ViewPoint folderChanging the font of a ViewPoint folder Keeping columns in view when you scroll horizontallyChanging how names are displayed Hiding and showing toolbar buttons in a folderManaging Add-ins Enhancing ViewPoint with Add-insUsing the Desktop Alert Add-in Using the Reverse Phone Number Lookup sample Add-in18-27 Customizing the Desktop Alert Add-inTo customize desktop alerts Using the TeleVantage Instant Messaging Add-in Other customization options Feature Description SeePage Appendices Page Call announcing commands Telephone Commands Quick ReferenceCall announcing commands Voicemail, so hanging up is the same as pressingCall Handling Commands Call handling commandsQuick call commands Quick call commandsSee the next table for a list of quick call commands for Hearing it. See your system administrator for the IDDisable call waiting for the next call Unblock restore outbound Caller ID for the next callQuick call commands for call center agents Logging on from a remote location Voicemail/Account menuLogging on Voice messages Inbox folder Voice messages Saved folder Voicemail/Account menu commandsSummary of Commands Personal Status commands Working AS AN Agent in a Call Center Queue Starting your shift Whether this chapter applies to youStarting and ending your shift, and taking breaks Taking a break What call center agents need to know to get the job doneEnding your shift Working at different phones Using the telephone Using ViewPointSigning in and out of a queue To sign in or out of a queueBeing monitored or coached by a supervisor Receiving and handling queue callsViewing your position in the queue Having your calls recorded Using the Call Monitor tabsPlacing calls from a queue To place calls as a queue using ViewPointWrap-up time Viewing queue activityPopping up caller information To place calls as a queue using the telephoneWorking remotely Determining whom you are calling asPage Supervising a Call Center Queue Exempting supervisors from receiving queue calls About supervising queues in ViewPointViewing current queue calls Agents pane Monitoring queue statisticsViewing queue statistics in the Queue Monitor folder Availability Agents Pane InformationPersonal Status icon Distribution OrderAgent State Calls answered Time in StateCalls placed Time on callsInbound Calls Forced BreakLongest wrap-up No AnswerQueue Statistics Pane Queue Statistics paneCurrent Status Queue statusAgents ready Agents on breakAvailable Calls waitingCalls to voicemail Avg. talk timeTotal talk time Longest timeCombined Statistics Calls attempted When statistics are refreshed When statistics are resetStatistic type When reset To change the Queue Monitor refresh rateMonitoring the position of agents in the queue About agents’ personal status and stateTop down Algorithm Agent positionsRound robin Fewest callsEnabling and disabling the Distribution Order column To enable or disable the Distribution Order columnQueue Statistics Monitoring queue statistics using the phoneSupervising other agents’ calls How monitoring and coaching appear in the Call Monitor Viewing when agents are being monitoredSigning agents in or out using the Administrator Signing agents in or out using ViewPointManaging agents’ status Signing agents in or out of a queueTo change an agent’s personal status Changing an agent’s personal statusManaging queue voice messages on the telephone Managing a queue’s voice mailboxWorking AS AN Agent in AN ACD Workgroup Appendix ContentsUse of the TeleVantage ViewPoint About participating in an ACD workgroupMarking yourself ready and unavailable Receiving a call Using the Call MonitorTaking a break Placing ACD workgroup callsListening to the ACD workgroup’s voicemail Viewing the ACD workgroup’s contacts and Call LogTo run the Archived Recording Browser Using the Televantage Archived Recording BrowserRunning the Archived Recording Browser To start a new search Searching for recordingsStarting a new search Appendix E. Using the Televantage Archived Recording Browser Tab Field Description Search criteriaIf your system archives mailbox recordings from more than Select a specific Server from the drop-down listTo limit your search to a specific time period, select this Each field, see Using the Call Log viewCheckbox, and then select a time period from the drop-down Provided, or click To select a date from a calendarUse to search based on the numeric contents Field’s contents-the criteria From EqualsField. For example, to search for recordings Calls from Kevin McDonough, add the criteriaOn the contents of a time-based field Call Duration, Hold Where 555 appears anywhere in the numberUse to search based on wildcard characters That represent one or more other charactersLoading a saved search Managing individual recordingsSaving your current search To act on archived recordings Acting on archived call recordingsUsing Televantage Purging archived recordings Checking the archive for missing audio filesTo check the archive for missing audio files To purge archived recordingsImporting a recording archive from TeleVantage Using the Televantage H.323 Softphone Recommended USB phones About the TeleVantage H.323 SoftPhoneSoftPhone requirements Defining the TeleVantage SoftPhone as your external stationStarting the TeleVantage SoftPhone Using the TeleVantage SoftPhoneShowing the SoftPhone keypad window Configuring the TeleVantage SoftPhonePlacing a call with the SoftPhone Exiting the SoftPhoneSetting call restrictions Adjusting microphone and speaker volumeSetting preferences Keeping the keypad window always on top Using the stand-alone SoftPhoneConfiguring the stand-alone SoftPhone SoftPhone notes Using the Counterpath SIP Softphones About the eyebeam SIP softphone About the CounterPath SIP softphonesIf you don’t have an external station Before installing the eyeBeam softphoneIf you have an external station To install and configure an eyeBeam softphone Installing and configuring the eyeBeam SIP softphoneAppendix G. Using the Counterpath SIP Softphones GSM Launching the eyeBeam softphoneAppendix G. Using the Counterpath SIP Softphones EyeBeam Pocket PC Feature Directions Softphone Using CounterPath SIP softphones with TeleVantageHold ConferencingMute FlashTransfer RecordCommand line switches for ViewPoint are Logging on with COMMAND-LINE SwitchesExamples Using the /station commandSyntax Using the Problem Report Wizard Reporting ProblemsReporting other problems Reporting a problem that involves a specific callNumerics SymbolsAnswering calls Call Monitor folder cont’d. commands Answer Caller ID Displaying on a phone Entering phone numbers for, 16-6folders for Documentation Viewing shared folders in, 8-25folders Overview IP calls. See Internet calls Isdn outbound caller ID Joining Muting Personal status cont’d. changing another user’s Using the phone, 4-9using ViewPoint Recordings Status bar Statuses. See personal statuses stop button Visitor, logging on as, 8-6voice files Working remotely, B-9