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
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10-5
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11-7
11-6
11-8
11-9
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12-15
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Appendix E. Using the TeleVantage Archived Recording Browser
Appendix H. Logging On with Command-Line Switches
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Getting Started
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Introducing Televantage
Chapter Contents
Using the telephone
Accessing TeleVantage
Using the Flash command
About TeleVantage
Using the TeleVantage ViewPoint application
Using TeleVantage ViewPoint Web Access
Using the Tapi Service Provider and the CMA
ViewPoint Feature
Feature comparison table
Access
Getting technical support
TeleVantage documentation
TeleVantage documentation set
Ordering printed documentation
Online Help Html books
Accessing online documentation
Introducing Televantage
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Recording Your Voice Title and Voicemail Greeting
About creating your voice title and voicemail greeting
Recording your voice title
To record a voice title on the phone
To record a new greeting
Recording your voicemail greeting
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Using the Telephone
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Placing Calls on the Phone
Using a phone other than your own
Using an IP phone
About placing calls on the phone
Dialing internal and external numbers
Entering account codes when placing calls
If you are prompted to enter an account code
To dial an internal number
Dialing a user’s voicemail directly
Dialing by name
Entering an account code during or before a call
To enter an account code
Placing calls with * options
Placing calls while you are already on a call
Placing calls to an IP address
Placing a page or intercom call
Disabling call waiting for a call
Requirements for receiving a page or intercom call
Paging and intercom considerations
Blocking pages and intercom with Do Not Disturb
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Answering and Handling Calls on the Phone
About answering and handling calls on the phone
Using the Flash button on your phone
Answering TeleVantage calls
Call announcing
Call waiting
How TeleVantage gets the recording of the caller’s name
Call waiting options
Answering a call at another ringing phone
Using hands-free answering
Multiple calls waiting
Receiving a call waiting tone from your telephone company
Hands-free answering and routing lists
Receiving internal intercom calls with voice-first answering
Enabling voice-first answering
Handling calls with the phone
Call-handling commands
Flash + Call-handling Commands
Putting a call on hold
Transferring a call
Using direct transfer
To perform a blind transfer
To perform a supervised transfer
Sending a call to voicemail
About the transfer ring delay
Recording a call
Transferring one of multiple calls
Parking a call
Creating a conference call
To create a conference call by adding parties
To create a conference call from separate calls
Using digital feature phones
Using line appearances
Using PDNs
Using SDNs
Speed Dial with illuminated buttons
Using custom-mapped TeleVantage commands
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Managing Voicemail and Your Account with the Phone
About voicemail
About managing your account on the phone
Logging 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 folders
Customizing voice message playback order
Voice message telephone commands
Voice Message Commands Use while or after a message plays
Listening to and managing your voicemail
Replying to a voice message
Deleting and undeleting messages
Forwarding a voice message
To reply to a message
Sending a message directly to a user’s voicemail
Calling back a voice message
To call back a voice message
Commands for Recorded Messages Use after recording a message
Managing your greetings using the phone
Greeting Commands
Managing your greetings
Available space for greetings
Turning call forwarding on
Forwarding your calls using the phone
Turning call forwarding off
Checking your call forwarding number
Changing your password
Selecting a personal status on the phone
To select a personal status on the telephone
Using Televantage with a Remote Phone
About using TeleVantage with a remote phone
Feature Remote Number External Station Internal Station
Phone Features
ViewPoint Features
Using ** instead of Flash at a remote phone
Using TeleVantage from a remote number without ViewPoint
Tips for all remote phone use
Placing TeleVantage calls with an IP phone external station
Receiving TeleVantage calls at a remote number
Logging on to TeleVantage from a remote number
Logging 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 session
To place a call through TeleVantage from a remote phone
Using TeleVantage ViewPoint remotely
Using redial and other quick call commands when logged
Using the redial command after logging on
Using ViewPoint remotely with a phone
Associating Viewpoint with a remote number
To associate ViewPoint with a remote number
Using an external station
Imitating a station at a remote number
To imitate a station on calls routed to your remote phone
Using ViewPoint
Disconnecting from a call and remaining on the line
Using the phone
Placing TeleVantage calls from an external station
Using ViewPoint with an external station
Configuring an external station
To configure an external station
To use ViewPoint with an external station
Using Televantage with a Remote Phone
Configuring a SIP phone
Changing your external station number with *17
Using a SIP phone
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Sharing Stations
Placing outbound calls from shared stations
About sharing stations
Shared stations and personal status
Distinguishing incoming calls to a shared station
Finding out who is currently logged in at a station
Call for announcing prompt
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Using ViewPoint
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Using Televantage Viewpoint
About TeleVantage ViewPoint
Using ViewPoint from any web browser
Resetting ViewPoint so that login is required
Logging on to ViewPoint
To log on to ViewPoint
To change ViewPoint login options
Using ViewPoint with a different phone or Server
Specifying options for a remote number
Choose one of the following options
Using ViewPoint with another station or a remote number
Changing your password
Logging on with command-line switches
Logging on with new logon options
About the Welcome Wizard
Exiting ViewPoint
About the tip of the day
Watching the ViewPoint Quick Tour
Toolbar
Menu bar
Navigation pane
Using the Folder List
Using the navigation bar
View bar
Customizing the navigation pane
Hiding and showing ViewPoint window elements
Status bar
Locking ViewPoint window elements
Customizing the ViewPoint display
Navigation Pane FolderDescription
Working in multiple folders
Using Index buttons to find items quickly
Adding the Calls Pane to any open folder
Adding the Phonebook Pane to the Call Monitor folder
Managing folders and items
Using commands in folders
Locking the current folder in place
Managing items in folders
Deleting voice messages and other items
Creating items
To create an item by copying an existing item
To permanently delete a voice message from your Inbox
Cutting and pasting items
Renaming items
Copying and pasting items
To rename an item
From Drag
Dragging and dropping items
Folder
Contact Call
Voice
Messages
Dragging and dropping voice messages to other applications
Organizing items in folders
Printing items in folders
Viewing folders in the Folder List
Managing folders
Private and public folders
Managing the Deleted folder
Viewing public folders
Emptying the Deleted folder
To empty the Deleted folder automatically
To share a folder
Sharing folders
Deleting shared items
Viewing shared folders
Using the audio controls
Using voice message bookmarks
Creating recordings and playing voice messages
Importing and exporting TeleVantage items
Importing and exporting voice files
Importing 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
Code Result
Result codes when exporting the Call Log
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Using Personal Statuses
About personal statuses
Personal Status button in the status bar
Using predefined personal statuses
Predefined personal statuses for all users
Icon Status Description
Predefined personal statuses for call center queue agents
Selecting a personal status in ViewPoint
Selecting a personal status
Creating a custom personal status
Modifying a personal status
Selecting a personal status on the phone
To modify a personal status
To create a custom personal status
Using Televantage
Personal Statuses folder
Personal status and your active settings
Changing your active settings directly
Changing your active settings
Using Personal Statuses
Active settings hierarchy
Personal status defaults
Setting personal status defaults
Using the Where I Am default
To set a personal status to use your defaults
To change another user’s personal status
Changing the personal status of another user
Using the Extensions List
Viewing TeleVantage extensions
Extensions folder columns
Extensions folder tabs
Column Description
Name
Title
Personal Status
Forwarding
Location
Placing calls to an extension
Automatically switching to the Call Monitor
Sending an instant message to an extension
Instant messaging limitations
Configuring instant messaging options
Using instant messaging
Changing another user’s personal status
Exporting the Extensions list
Receiving and Handling Calls in Viewpoint
Automatically sorting new calls
Using the Call Monitor folder
To sort the Call Monitor automatically
Call Monitor folder tabs
Showing, hiding, and reordering Call Monitor tabs
Using the My Phone tab to handle calls
Displaying calls on the All tab
11-4
Call Monitor folder panes
Displaying the Call Monitor folder automatically
Call Monitor folder columns
Viewing a custom data column in the Call Monitor
Selecting and acting on a call in the Call Monitor folder
Call ownership
To display the Call Monitor folder automatically
Double-clicking calls
Commands while a call is ringing
Taking the call
Sending the call to voicemail
Transferring a call without talking to the caller first
Grabbing and holding the call
To grab and hold a call
To record a grab-and-hold greeting
Commands while you’re on a call
Drag-and-drop transferring
Ringback for calls on hold
Blind, supervised, and direct-to-voicemail transfers
To transfer a call
11-11
To record a call
Transfer tips for Operator users
Playing recorded audio into a call
Using the telephone commands
Privacy
To play a call you just recorded
To play audio into a call from the Call Monitor
Associating a call with a contact
To 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 call
To answer a parked call from any ViewPoint program
Disconnecting a call while staying on the phone
Muting a call
Playing a callers name
Preventing certain calls from ringing your phone
Viewing a call’s history
Adding notes to a call
Incoming call indicators
Customized ring patterns
Other options for incoming calls
Viewing shared calls
Sharing your Call Monitor folder
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Placing Calls in Viewpoint
To place a call using the Dial bar
Placing calls using the Dial bar
Placing a call
Placing calls with the phone on or off hook
To redial a call using the Dial bar
Using the Place Call To dialog box
Entering My Numbers
To enter a number or address in the My Numbers list
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12-5
Speed-dialing by double-clicking
Quick-dialing from ViewPoint folders
To quick-dial Use this folder
Extensions
Placing calls by using other contact managers
Placing calls using drag-and-drop
Camping on a busy user’s extension
To camp on a busy extension
Using dialing services
Entering a phone number
Entering a Centrex or a PBX extension
Checking a number
Entering an IP address
To check a phone number
Displaying the Call Monitor when you place a call
Redialing numbers and returning calls
Creating Windows shortcuts to speed-dial a number
12-11
To create a speed dial shortcut
Adding parties to a conference
Creating conference calls
Muting individual conference parties
Conferencing multiple active calls together
Adding parties to a conference by dragging and dropping
To conference separate existing calls together
Supervising other users’ calls
Transferring a conference call
Ending a conference call
Using the TeleVantage or eyeBeam softphones
To supervise another user’s call using ViewPoint
To supervise another user’s call using the telephone
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Managing Voice Messages in Viewpoint
About managing voice messages in ViewPoint
Voicemail folder
Voicemail folders
Managing thousands of voice messages or call recordings
Archiving voice messages and call recordings
Viewing shared voice message folders
Viewing custom data
Listening to your voice messages and call recordings
Handling your voice messages
Listening to a voice message as it is being left
To reply to all recipients of a message
To forward a voice message
Mailing a voice message
Calling back the person who left a voice message
Playing a voice message into a call
Opening the contact record from a voice message
Associating a voice message from Unknown with a contact
Deleting voice messages
Marking a voice message Unheard
Deleting a message permanently
Marking a voice message Urgent or Private
Managing call recordings
Adding notes to a voice message
Moving a voice message to another application
Sharing your voice messages
Setting a maximum length for your voice messages
Managing 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 button
Number in navigation pane
Stutter dial tone
Setting up e-mail notification
Message waiting light
New message sound
13-13
Setting up pager notification
13-14
Setting up call notifications
Schedule entries
Scheduling notifications
13-16
To define a schedule for notifications
13-17
Managing greetings
Greetings for situations other than voicemail
Space for greetings
Greetings folder
Greetings and personal status
Active greeting
Greeting hierarchy
Personal status default greeting
Recording a new greeting
Mailing a greeting
Playing a greeting into a call
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Using the Call LOG Folder
Call Log folder
Call Log folder filters
Call Log folder columns
Answered By
Account Code
Callback number
Called Number
Placed By
Number
Recorded by
Queue
To Device
Viewing call details
To Number
Wait Time
Call Details columns
Access Code
End Time
Answered Time
Device
Searching for Call Log entries
Taking notes on a Call Log entry
Viewing a call’s history
Associating 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 call
Listening to a recorded call from the Call Log
Reporting on the Call Log
Sharing the Call Log
Exporting the Call Log
To play a call recording
Advanced TeleVantage Features
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Call Forwarding and Routing Lists
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Forwarding calls
Forwarding calls by using the telephone commands
Forwarding calls in ViewPoint
To turn call forwarding on
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15-5
To turn call forwarding off in ViewPoint
Placing calls at another user’s extension
Receiving forwarded ACD workgroup calls
Call forwarding and voicemail
Forwarding calls over Centrex or PBX trunks
Using routing lists
Routing lists for individual callers
How routing lists move from action to action
Routing Lists folder
Mobile phone issues with routing lists
Caller options while following a routing list
Standard routing list
Active routing list
Personal status default routing list
To 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 voicemail
Hang up Call is disconnected
Transfer to other
Transfer to an extension
Voicemail
Pause and repeat
Routing calls to workgroups
Using greetings with routing list final actions
15-16
When to use a specific greeting with a routing list
Managing Contacts Workgroups
Using contacts folders
About contact management and TeleVantage
Contacts folder
Private and public contacts
Using the Index buttons for quick access
Changing double-click behavior
Searching for contacts
Entering a new contact
Managing contacts
16-5
Entering a contacts name and basic information
16-6
Entering a contacts phone numbers and addresses
Placing calls to your contacts
Teaching TeleVantage to recognize your contacts
Sharing 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 recognition
Deleting a number from the Incoming Caller ID list
16-10
To associate a call with a contact
Understanding name and number on Caller ID
Opening contacts from within other folders
Using contact PINs for guaranteed recognition
Examples
To enter a contact PIN
Using the TeleVantage Contact Manager Assistant
Using contacts in another contact manager
Exporting contacts from Microsoft Outlook
To run the Contact Manager Assistant CMA
Importing contacts into TeleVantage
Using workgroups
Personal and public workgroups
Workgroups folder
Creating a workgroup
Having a workgroup appear as an Extensions tab
16-17
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Using Call Rules
Call Rules overview
About call rules
Distinguishing which incoming calls activate the call rule
Determining how the call rule handles calls
Examples of how you can use call rules
Call Rules folder
To create a new call rule
Creating a new call rule
Combining caller and schedule conditions
Setting caller conditions
To set a schedule condition
Setting schedule conditions
To have the call rule activate on a daily or weekly basis
Specifying custom hours
To have the call rule activate on an individual date
17-7
To enable or disable a call rule
Enabling or disabling a call rule
Selecting how a call rule handles a call
How TeleVantage resolves call rule setting conflicts
Choosing the priority of a call rule
To set the priority of a call rule
Ignoring all call rules
Customizing Viewpoint
Guide to the Options dialog box
About customizing ViewPoint
Tab Field See
Personal
18-3
Voice Messages
Password
ViewPoint
Change
Specifying your phone type
Customizing telephone behavior
Recording a voice title
To record a voice title in ViewPoint
To change the telephone commands language
Changing the language of telephone command prompts
Customizing 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 phone
To customize call waiting or turn it off
Changing your personal Operator
Turning ringback for calls on hold on and off
Customizing your listing in the dial-by-name directory
To turn ringback on and off
To customize your dial-by-name listing
Customizing how long your phone rings
Enabling and disabling hands-free answering
Changing ring patterns
Customizing your hold music
Enabling and disabling voice-first answering
To configure a digital feature phone
Configuring a digital feature phone
18-14
Feature Description
TeleVantage features you can map to digital phone buttons
Access Voice Mail
Another user. Prompts for password
Parameter column to select the personal status
Customizing incoming call behavior
You want. The button toggles between that
Personal status and Available. See Chapter
Customizing Isdn outbound Caller ID
18-18
To create a personal SIP account
Customizing SIP accounts
Playing a sound when a new message arrives
Setting voice message playback order
Customizing voice message behavior
Turning off stutter dial tone
Customizing ViewPoint for Operators
Showing or hiding ViewPoint window elements
Customizing the ViewPoint display
Defining double-click behavior in the Contacts folder
Customizing columns
Resizing columns
Moving columns
Sorting by column
To show or hide columns in a ViewPoint folder
Changing the font of a ViewPoint folder
Keeping columns in view when you scroll horizontally
Changing how names are displayed
Hiding and showing toolbar buttons in a folder
Managing Add-ins
Enhancing ViewPoint with Add-ins
Using the Desktop Alert Add-in
Using the Reverse Phone Number Lookup sample Add-in
Customizing the Desktop Alert Add-in
To customize desktop alerts
18-27
Using the TeleVantage Instant Messaging Add-in
Other customization options
Feature Description See
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Appendices
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Call announcing commands
Telephone Commands Quick Reference
Call announcing commands
Voicemail, so hanging up is the same as pressing
Call Handling Commands
Call handling commands
Quick call commands
Quick call commands
See the next table for a list of quick call commands for
Hearing it. See your system administrator for the ID
Disable 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 on
Logging on from a remote location
Voicemail/Account menu commands
Summary of Commands
Voice 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 breaks
Starting your shift
What call center agents need to know to get the job done
Ending your shift
Taking a break
Working at different phones
Using the telephone
Using ViewPoint
Signing in and out of a queue
To sign in or out of a queue
Receiving and handling queue calls
Viewing your position in the queue
Being monitored or coached by a supervisor
Having your calls recorded
Using the Call Monitor tabs
Placing calls from a queue
To place calls as a queue using ViewPoint
Wrap-up time
Viewing queue activity
Popping up caller information
To place calls as a queue using the telephone
Working remotely
Determining whom you are calling as
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Supervising a Call Center Queue
About supervising queues in ViewPoint
Viewing current queue calls
Exempting supervisors from receiving queue calls
Monitoring queue statistics
Viewing queue statistics in the Queue Monitor folder
Agents pane
Availability
Agents Pane Information
Personal Status icon
Distribution Order
Agent State
Calls answered
Time in State
Calls placed
Time on calls
Inbound Calls
Forced Break
Longest wrap-up
No Answer
Queue Statistics Pane
Queue Statistics pane
Current Status
Queue status
Agents ready
Agents on break
Available
Calls waiting
Calls to voicemail
Avg. talk time
Total talk time
Longest time
Combined Statistics Calls attempted
When statistics are refreshed
When statistics are reset
Statistic type When reset
To change the Queue Monitor refresh rate
Monitoring the position of agents in the queue
About agents’ personal status and state
Top down
Algorithm Agent positions
Round robin
Fewest calls
Enabling and disabling the Distribution Order column
To enable or disable the Distribution Order column
Monitoring queue statistics using the phone
Supervising other agents’ calls
Queue Statistics
How monitoring and coaching appear in the Call Monitor
Viewing when agents are being monitored
Signing agents in or out using the Administrator
Signing agents in or out using ViewPoint
Managing agents’ status
Signing agents in or out of a queue
To change an agent’s personal status
Changing an agent’s personal status
Managing queue voice messages on the telephone
Managing a queue’s voice mailbox
Working AS AN Agent in AN ACD Workgroup
Appendix Contents
About participating in an ACD workgroup
Marking yourself ready and unavailable
Use of the TeleVantage ViewPoint
Receiving a call
Using the Call Monitor
Taking a break
Placing ACD workgroup calls
Listening 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 Browser
To run the Archived Recording Browser
Searching for recordings
Starting a new search
To start a new search
Appendix E. Using the Televantage Archived Recording Browser
Tab Field Description
Search criteria
If your system archives mailbox recordings from more than
Select a specific Server from the drop-down list
To limit your search to a specific time period, select this
Each field, see Using the Call Log view
Checkbox, and then select a time period from the drop-down
Provided, or click To select a date from a calendar
Use to search based on the numeric contents
Field’s contents-the criteria From Equals
Field. For example, to search for recordings
Calls from Kevin McDonough, add the criteria
On the contents of a time-based field Call Duration, Hold
Where 555 appears anywhere in the number
Use to search based on wildcard characters
That represent one or more other characters
Managing individual recordings
Saving your current search
Loading a saved search
To act on archived recordings
Acting on archived call recordings
Using Televantage
Purging archived recordings
Checking the archive for missing audio files
To check the archive for missing audio files
To purge archived recordings
Importing a recording archive from TeleVantage
Using the Televantage H.323 Softphone
Recommended USB phones
About the TeleVantage H.323 SoftPhone
SoftPhone requirements
Defining the TeleVantage SoftPhone as your external station
Starting the TeleVantage SoftPhone
Using the TeleVantage SoftPhone
Showing the SoftPhone keypad window
Configuring the TeleVantage SoftPhone
Placing a call with the SoftPhone
Exiting the SoftPhone
Adjusting microphone and speaker volume
Setting preferences
Setting call restrictions
Using the stand-alone SoftPhone
Configuring the stand-alone SoftPhone
Keeping the keypad window always on top
SoftPhone notes
Using the Counterpath SIP Softphones
About the eyebeam SIP softphone
About the CounterPath SIP softphones
Before installing the eyeBeam softphone
If you have an external station
If you don’t have an external station
To install and configure an eyeBeam softphone
Installing and configuring the eyeBeam SIP softphone
Appendix G. Using the Counterpath SIP Softphones
GSM
Launching the eyeBeam softphone
Appendix G. Using the Counterpath SIP Softphones
EyeBeam Pocket PC Feature Directions Softphone
Using CounterPath SIP softphones with TeleVantage
Hold
Conferencing
Mute
Flash
Transfer
Record
Command line switches for ViewPoint are
Logging on with COMMAND-LINE Switches
Using the /station command
Syntax
Examples
Using the Problem Report Wizard
Reporting Problems
Reporting other problems
Reporting a problem that involves a specific call
Numerics
Symbols
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
