Vertical Communications TeleVantage 7.5 specs

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Vertical Communications TeleVantage 7.5 manual

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 10-2 10-310-5 10-6 11-6 11-711-8 11-9 12-13 12-1412-15 13-2 13-19 13-2013-21 14-2 15-15 16-216-3 16-4 17-10 18-218-5 18-6 18-28 18-29 Appendix E. Using the TeleVantage Archived Recording Browser Appendix H. Logging On with Command-Line Switches Page Getting Started Page Chapter Contents Introducing Televantage Accessing TeleVantage Using the telephoneUsing the Flash command About TeleVantage Using the TeleVantage ViewPoint application Using TeleVantage ViewPoint Web AccessUsing the Tapi Service Provider and the CMA Feature comparison table ViewPoint FeatureAccess Getting technical support TeleVantage documentation TeleVantage documentation setOrdering printed documentation Accessing online documentation Online Help Html books Introducing Televantage Page Recording Your Voice Title and Voicemail Greeting About creating your voice title and voicemail greeting Recording your voice titleTo record a voice title on the phone Recording your voicemail greeting To record a new greetingPage Using the Telephone Page Placing Calls on the Phone Using a phone other than your own Using an IP phoneAbout placing calls on the phone Entering account codes when placing calls Dialing internal and external numbersIf you are prompted to enter an account code To dial an internal number Dialing by name Dialing a user’s voicemail directlyEntering an account code during or before a call To enter an account code Placing calls while you are already on a call Placing calls with * options Placing calls to an IP address Placing a page or intercom callDisabling call waiting for a call Requirements for receiving a page or intercom call Paging and intercom considerationsBlocking pages and intercom with Do Not Disturb Page Answering and Handling Calls on the Phone Using the Flash button on your phone About answering and handling calls on the phoneAnswering TeleVantage calls Call announcing Call waiting How TeleVantage gets the recording of the caller’s nameCall waiting options Using hands-free answering Answering a call at another ringing phoneMultiple calls waiting Receiving a call waiting tone from your telephone company Receiving internal intercom calls with voice-first answering Hands-free answering and routing lists Handling calls with the phone Enabling voice-first answering Call-handling commands Flash + Call-handling CommandsPutting a call on hold Using direct transfer Transferring a callTo perform a blind transfer To perform a supervised transfer About the transfer ring delay Sending a call to voicemailRecording a call Transferring one of multiple calls Creating a conference call Parking a callTo create a conference call by adding parties To create a conference call from separate calls Using digital feature phones Using line appearances Using PDNsUsing SDNs Using custom-mapped TeleVantage commands Speed Dial with illuminated buttonsPage Managing Voicemail and Your Account with the Phone About managing your account on the phone About voicemailLogging on to your account Voicemail from the caller’s point of view Knowing when you have new voice messages If voice messages disappear from your foldersCustomizing voice message playback order Voice message telephone commands Voice Message Commands Use while or after a message playsListening to and managing your voicemail Deleting and undeleting messages Replying to a voice messageForwarding a voice message To reply to a message Sending a message directly to a user’s voicemail Calling back a voice messageTo call back a voice message Managing your greetings using the phone Commands for Recorded Messages Use after recording a message Greeting Commands Managing your greetingsAvailable space for greetings Forwarding your calls using the phone Turning call forwarding onTurning call forwarding off Checking your call forwarding number Changing your password Selecting a personal status on the phoneTo select a personal status on the telephone Using Televantage with a Remote Phone About using TeleVantage with a remote phone Phone Features Feature Remote Number External Station Internal Station ViewPoint Features Using TeleVantage from a remote number without ViewPoint Using ** instead of Flash at a remote phoneTips for all remote phone use Placing TeleVantage calls with an IP phone external station Logging on to TeleVantage from a remote number Receiving TeleVantage calls at a remote numberLogging out from a TeleVantage session Logging on from a voicemail greeting Placing calls through TeleVantage from a remote phone If your remote phone is stuck on a TeleVantage sessionTo place a call through TeleVantage from a remote phone Using TeleVantage ViewPoint remotely Using redial and other quick call commands when loggedUsing the redial command after logging on Using ViewPoint remotely with a phone Associating Viewpoint with a remote numberTo associate ViewPoint with a remote number Using an external station Imitating a station at a remote numberTo imitate a station on calls routed to your remote phone Disconnecting from a call and remaining on the line Using ViewPointUsing the phone Placing TeleVantage calls from an external station Configuring an external station Using ViewPoint with an external stationTo configure an external station To use ViewPoint with an external station Using Televantage with a Remote Phone Configuring a SIP phone Using a SIP phone Changing your external station number with *17Page Sharing Stations About sharing stations Placing outbound calls from shared stations Distinguishing incoming calls to a shared station Shared stations and personal statusFinding out who is currently logged in at a station Call for announcing promptPage Using ViewPoint Page Using Televantage Viewpoint Using ViewPoint from any web browser About TeleVantage ViewPoint Resetting ViewPoint so that login is required Logging on to ViewPointTo log on to ViewPoint Using ViewPoint with a different phone or Server To change ViewPoint login options Specifying options for a remote number Using ViewPoint with another station or a remote number Choose one of the following options Changing your password Logging on with command-line switchesLogging on with new logon options Exiting ViewPoint About the Welcome WizardAbout the tip of the day Watching the ViewPoint Quick Tour Menu bar Toolbar Navigation pane Using the navigation bar Using the Folder ListView bar Customizing the navigation pane Status bar Hiding and showing ViewPoint window elements Locking ViewPoint window elements Customizing the ViewPoint displayNavigation Pane FolderDescription Working in multiple folders Using Index buttons to find items quickly Adding the Calls Pane to any open folderAdding the Phonebook Pane to the Call Monitor folder Using commands in folders Managing folders and itemsLocking the current folder in place Managing items in folders Creating items Deleting voice messages and other itemsTo create an item by copying an existing item To permanently delete a voice message from your Inbox Renaming items Cutting and pasting itemsCopying and pasting items To rename an item Dragging and dropping items From Drag Contact Call FolderVoice Messages Organizing items in folders Dragging and dropping voice messages to other applicationsPrinting items in folders Viewing folders in the Folder List Private and public folders Managing folders Viewing public folders Managing the Deleted folderEmptying the Deleted folder To empty the Deleted folder automatically Sharing folders To share a folder Viewing shared folders Deleting shared items Using the audio controls Using voice message bookmarksCreating recordings and playing voice messages Importing and exporting TeleVantage items Importing and exporting voice filesImporting and exporting contacts 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 Result codes when exporting the Call Log Code ResultPage Using Personal Statuses About personal statuses Using predefined personal statuses Personal Status button in the status barPredefined personal statuses for all users Icon Status Description Predefined personal statuses for call center queue agents Selecting a personal status Selecting a personal status in ViewPoint Modifying a personal status Creating a custom personal statusSelecting a personal status on the phone To modify a personal status To create a custom personal status Using Televantage Personal status and your active settings Personal Statuses folder Changing your active settings Changing your active settings directly Using Personal Statuses Personal status defaults Active settings hierarchy Setting personal status defaults Using the Where I Am defaultTo set a personal status to use your defaults Changing the personal status of another user To change another user’s personal status Using the Extensions List Viewing TeleVantage extensions Extensions folder tabs Extensions folder columnsColumn Description Name Personal Status TitleForwarding Location Automatically switching to the Call Monitor Placing calls to an extensionSending an instant message to an extension Instant messaging limitations Using instant messaging Configuring instant messaging optionsChanging another user’s personal status Exporting the Extensions list Receiving and Handling Calls in Viewpoint Using the Call Monitor folder Automatically sorting new calls Call Monitor folder tabs To sort the Call Monitor automatically Using the My Phone tab to handle calls Showing, hiding, and reordering Call Monitor tabsDisplaying calls on the All tab 11-4 Displaying the Call Monitor folder automatically Call Monitor folder panesCall Monitor folder columns Viewing a custom data column in the Call Monitor Selecting and acting on a call in the Call Monitor folder Call ownershipTo display the Call Monitor folder automatically Commands while a call is ringing Double-clicking callsTaking the call Sending the call to voicemail Grabbing and holding the call Transferring a call without talking to the caller firstTo grab and hold a call To record a grab-and-hold greeting Commands while you’re on a call Ringback for calls on hold Drag-and-drop transferring Blind, supervised, and direct-to-voicemail transfers To transfer a call11-11 Transfer tips for Operator users To record a call Using the telephone commands Playing recorded audio into a callPrivacy To play a call you just recorded Associating a call with a contact To play audio into a call from the Call MonitorTo play audio into a call from other folders To stop playing audio into a call If no one answers the parked call To park a callTo answer a parked call from any ViewPoint program Disconnecting a call while staying on the phone Muting a callPlaying a callers name Preventing certain calls from ringing your phone Viewing a call’s historyAdding notes to a call Incoming call indicators Customized ring patternsOther options for incoming calls Sharing your Call Monitor folder Viewing shared callsPage Placing Calls in Viewpoint Placing calls using the Dial bar To place a call using the Dial barPlacing a call Placing calls with the phone on or off hook Using the Place Call To dialog box To redial a call using the Dial bar Entering My Numbers To enter a number or address in the My Numbers list12-4 12-5 Quick-dialing from ViewPoint folders Speed-dialing by double-clickingTo quick-dial Use this folder Extensions Placing calls using drag-and-drop Placing calls by using other contact managersCamping on a busy user’s extension To camp on a busy extension Using dialing services Entering a phone numberEntering a Centrex or a PBX extension Checking a number Entering an IP addressTo check a phone number Displaying the Call Monitor when you place a call Redialing numbers and returning callsCreating Windows shortcuts to speed-dial a number To create a speed dial shortcut 12-11 Creating conference calls Adding parties to a conference Conferencing multiple active calls together Muting individual conference partiesAdding parties to a conference by dragging and dropping To conference separate existing calls together Supervising other users’ calls Transferring a conference callEnding a conference call Using the TeleVantage or eyeBeam softphones To supervise another user’s call using ViewPointTo supervise another user’s call using the telephone Page Managing Voice Messages in Viewpoint About managing voice messages in ViewPoint Voicemail folderVoicemail folders Archiving voice messages and call recordings Managing thousands of voice messages or call recordingsViewing shared voice message folders Viewing custom data Listening to your voice messages and call recordings Handling your voice messagesListening to a voice message as it is being left To forward a voice message To reply to all recipients of a message Calling back the person who left a voice message Mailing a voice messagePlaying a voice message into a call Opening the contact record from a voice message Deleting voice messages Associating a voice message from Unknown with a contactMarking a voice message Unheard Deleting a message permanently Managing call recordings Marking a voice message Urgent or PrivateAdding notes to a voice message Moving a voice message to another application Setting a maximum length for your voice messages Sharing your voice messagesManaging your voicemail quota To view the amount of space remaining in your mailbox Sending a message directly to a user’s voicemail Knowing when you have new messages System tray buttonNumber in navigation pane Setting up e-mail notification Stutter dial toneMessage waiting light New message sound Setting up pager notification 13-13 Setting up call notifications 13-14 Scheduling notifications Schedule entries To define a schedule for notifications 13-16 13-17 Managing greetings Greetings for situations other than voicemailSpace for greetings Greetings folder Greetings and personal statusActive greeting Personal status default greeting Greeting hierarchyRecording a new greeting Mailing a greeting Playing a greeting into a call Page Using the Call LOG Folder Call Log folder Call Log folder filtersCall Log folder columns Account Code Answered ByCallback number Called Number Number Placed ByRecorded by Queue Viewing call details To DeviceTo Number Wait Time Access Code Call Details columnsEnd Time Answered Time Searching for Call Log entries Device Viewing a call’s history Taking notes on a Call Log entryAssociating a call from Unknown with a contact Returning a call in the Call Log folder Entering an account code for a Call Log entry Opening the contact record from a contact’s callListening to a recorded call from the Call Log Sharing the Call Log Reporting on the Call LogExporting the Call Log To play a call recording Advanced TeleVantage Features Page Call Forwarding and Routing Lists Page Forwarding calls by using the telephone commands Forwarding callsForwarding calls in ViewPoint To turn call forwarding on 15-4 To turn call forwarding off in ViewPoint 15-5 Receiving forwarded ACD workgroup calls Placing calls at another user’s extensionCall forwarding and voicemail Forwarding calls over Centrex or PBX trunks Using routing lists Routing lists for individual callersHow routing lists move from action to action Mobile phone issues with routing lists Routing Lists folderCaller options while following a routing list Standard routing list Personal status default routing list Active routing listTo make a routing list the active routing list 15-9 Creating a new routing list 15-11 Final action Description Take a message. The call is sent to your voicemailHang up Call is disconnected Transfer to an extension Transfer to otherVoicemail Pause and repeat Routing calls to workgroups Using greetings with routing list final actions When to use a specific greeting with a routing list 15-16 Managing Contacts Workgroups Using contacts folders About contact management and TeleVantageContacts folder Using the Index buttons for quick access Private and public contactsChanging double-click behavior Searching for contacts Managing contacts Entering a new contact Entering a contacts name and basic information 16-5 Entering a contacts phone numbers and addresses 16-6 Teaching TeleVantage to recognize your contacts Placing calls to your contactsSharing your contacts Recording a voice title for a contact Identifying contacts by name Associating a call or Caller ID number with a contact Adding phone numbers for contact recognitionDeleting a number from the Incoming Caller ID list To associate a call with a contact 16-10 Understanding name and number on Caller ID Using contact PINs for guaranteed recognition Opening contacts from within other foldersExamples To enter a contact PIN Using contacts in another contact manager Using the TeleVantage Contact Manager AssistantExporting contacts from Microsoft Outlook To run the Contact Manager Assistant CMA Using workgroups Importing contacts into TeleVantage Personal and public workgroups Workgroups folderCreating a workgroup Having a workgroup appear as an Extensions tab 16-17 Page Using Call Rules About call rules Call Rules overviewDistinguishing which incoming calls activate the call rule Determining how the call rule handles calls Call Rules folder Examples of how you can use call rules Creating a new call rule To create a new call rule Setting caller conditions Combining caller and schedule conditions Setting schedule conditions To set a schedule condition Specifying custom hours To have the call rule activate on a daily or weekly basisTo have the call rule activate on an individual date 17-7 To enable or disable a call rule Enabling or disabling a call ruleSelecting how a call rule handles a call How TeleVantage resolves call rule setting conflicts Choosing the priority of a call ruleTo set the priority of a call rule Ignoring all call rules Customizing Viewpoint About customizing ViewPoint Guide to the Options dialog boxTab Field See Personal Voice Messages 18-3 Password ViewPointChange Customizing telephone behavior Specifying your phone typeRecording a voice title To record a voice title in ViewPoint Changing the language of telephone command prompts To change the telephone commands languageCustomizing or turning off call announcing To customize call announcing or turn it off 18-7 Customizing or turning off call waiting Displaying Caller ID on a phoneTo customize call waiting or turn it off Turning ringback for calls on hold on and off Changing your personal OperatorCustomizing your listing in the dial-by-name directory To turn ringback on and off Customizing how long your phone rings To customize your dial-by-name listing Changing ring patterns Enabling and disabling hands-free answering Enabling and disabling voice-first answering Customizing your hold music Configuring a digital feature phone To configure a digital feature phone 18-14 TeleVantage features you can map to digital phone buttons Feature DescriptionAccess Voice Mail Another user. Prompts for password Customizing incoming call behavior Parameter column to select the personal statusYou want. The button toggles between that Personal status and Available. See Chapter Customizing Isdn outbound Caller ID 18-18 Customizing SIP accounts To create a personal SIP account Setting voice message playback order Playing a sound when a new message arrivesCustomizing voice message behavior Turning off stutter dial tone Customizing ViewPoint for Operators Customizing the ViewPoint display Showing or hiding ViewPoint window elementsDefining double-click behavior in the Contacts folder Customizing columns Moving columns Resizing columnsSorting by column To show or hide columns in a ViewPoint folder Keeping columns in view when you scroll horizontally Changing the font of a ViewPoint folderChanging how names are displayed Hiding and showing toolbar buttons in a folder Enhancing ViewPoint with Add-ins Managing Add-ins Using the Reverse Phone Number Lookup sample Add-in Using the Desktop Alert Add-in Customizing the Desktop Alert Add-in To customize desktop alerts18-27 Using the TeleVantage Instant Messaging Add-in Feature Description See Other customization optionsPage Appendices Page Telephone Commands Quick Reference Call announcing commandsCall announcing commands Voicemail, so hanging up is the same as pressing Call handling commands Call Handling Commands Quick call commands Quick call commands Hearing it. See your system administrator for the ID See the next table for a list of quick call commands forDisable call waiting for the next call Unblock restore outbound Caller ID for the next call Quick call commands for call center agents Voicemail/Account menu Logging onLogging on from a remote location Voicemail/Account menu commands Summary of CommandsVoice messages Inbox folder Voice messages Saved folder Personal Status commands Working AS AN Agent in a Call Center Queue Whether this chapter applies to you Starting and ending your shift, and taking breaksStarting your shift What call center agents need to know to get the job done Ending your shiftTaking a break Working at different phones Using ViewPoint Using the telephoneSigning in and out of a queue To sign in or out of a queue Receiving and handling queue calls Viewing your position in the queueBeing monitored or coached by a supervisor Using the Call Monitor tabs Having your calls recorded To place calls as a queue using ViewPoint Placing calls from a queueWrap-up time Viewing queue activity To place calls as a queue using the telephone Popping up caller informationWorking remotely Determining whom you are calling asPage Supervising a Call Center Queue About supervising queues in ViewPoint Viewing current queue callsExempting supervisors from receiving queue calls Monitoring queue statistics Viewing queue statistics in the Queue Monitor folderAgents pane Agents Pane Information AvailabilityPersonal Status icon Distribution Order Agent State Time in State Calls answeredCalls placed Time on calls Forced Break Inbound CallsLongest wrap-up No Answer Queue Statistics pane Queue Statistics PaneCurrent Status Queue status Agents on break Agents readyAvailable Calls waiting Avg. talk time Calls to voicemailTotal talk time Longest time Combined Statistics Calls attempted When statistics are reset When statistics are refreshedStatistic type When reset To change the Queue Monitor refresh rate About agents’ personal status and state Monitoring the position of agents in the queue Algorithm Agent positions Top downRound robin Fewest calls To enable or disable the Distribution Order column Enabling and disabling the Distribution Order column Monitoring queue statistics using the phone Supervising other agents’ callsQueue Statistics Viewing when agents are being monitored How monitoring and coaching appear in the Call Monitor Signing agents in or out using ViewPoint Signing agents in or out using the AdministratorManaging agents’ status Signing agents in or out of a queue Changing an agent’s personal status To change an agent’s personal status Managing a queue’s voice mailbox Managing queue voice messages on the telephone Appendix Contents Working AS AN Agent in AN ACD Workgroup About participating in an ACD workgroup Marking yourself ready and unavailableUse of the TeleVantage ViewPoint Using the Call Monitor Receiving a call Placing ACD workgroup calls Taking a breakListening to the ACD workgroup’s voicemail Viewing the ACD workgroup’s contacts and Call Log Using the Televantage Archived Recording Browser Running the Archived Recording BrowserTo run the Archived Recording Browser Searching for recordings Starting a new searchTo start a new search Appendix E. Using the Televantage Archived Recording Browser Search criteria Tab Field DescriptionIf your system archives mailbox recordings from more than Select a specific Server from the drop-down list Each field, see Using the Call Log view To limit your search to a specific time period, select thisCheckbox, and then select a time period from the drop-down Provided, or click To select a date from a calendar Field’s contents-the criteria From Equals Use to search based on the numeric contentsField. For example, to search for recordings Calls from Kevin McDonough, add the criteria Where 555 appears anywhere in the number On the contents of a time-based field Call Duration, HoldUse to search based on wildcard characters That represent one or more other characters Managing individual recordings Saving your current searchLoading a saved search Acting on archived call recordings To act on archived recordings Using Televantage Checking the archive for missing audio files Purging archived recordingsTo check the archive for missing audio files To purge archived recordings Importing a recording archive from TeleVantage Using the Televantage H.323 Softphone About the TeleVantage H.323 SoftPhone Recommended USB phones Defining the TeleVantage SoftPhone as your external station SoftPhone requirements Using the TeleVantage SoftPhone Starting the TeleVantage SoftPhone Configuring the TeleVantage SoftPhone Showing the SoftPhone keypad windowPlacing a call with the SoftPhone Exiting the SoftPhone Adjusting microphone and speaker volume Setting preferencesSetting call restrictions Using the stand-alone SoftPhone Configuring the stand-alone SoftPhoneKeeping the keypad window always on top SoftPhone notes Using the Counterpath SIP Softphones About the CounterPath SIP softphones About the eyebeam SIP softphone Before installing the eyeBeam softphone If you have an external stationIf you don’t have an external station Installing and configuring the eyeBeam SIP softphone To install and configure an eyeBeam softphone Appendix G. Using the Counterpath SIP Softphones Launching the eyeBeam softphone GSM Appendix G. Using the Counterpath SIP Softphones Using CounterPath SIP softphones with TeleVantage EyeBeam Pocket PC Feature Directions Softphone Conferencing Hold Flash MuteTransfer Record Logging on with COMMAND-LINE Switches Command line switches for ViewPoint are Using the /station command SyntaxExamples Reporting Problems Using the Problem Report Wizard Reporting a problem that involves a specific call Reporting other problems Symbols Numerics Answering 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