Vertical Communications TeleVantage 7.5 manual Popping up caller information, Working remotely

To revert to placing calls as yourself, select yourself from the dropdown list.

To place calls as a queue using the telephone

Pick up your phone and press *14<queue’s extension># at a dial tone.

To switch back to calling as yourself, press *14# at a dial tone.

Determining whom you are calling as

ViewPoint’s status bar (at the bottom of ViewPoint window) displays whether the system is treating outbound calls from its station as being from you or from someone else.

You can also learn from whom a station is placing outbound calls by picking up the station and pressing *0. The station information recording includes the line, “The current extension is <Ext.> calling as <Queue>.”

Q<Ext.> is the extension of the last user who logged in at the station.

Q<Queue> is the name of the queue that outbound calls are marked as being from.

Popping up caller information ______________________________

You can use the TeleVantage Contact Manager Assistant to pop up information about callers that you have in another contact manager application. Callers must be contacts in one of the following contact manager or customer relationship management applications:

QAct! 3.0, 4.0, and 2000

QGoldmine 4.0 and 5.0, and Goldmine Business Contact Manager 5.7

QGoldmine FrontOffice 2000

QMicrosoft Outlook 98, 2000, and XP

For instructions on configuring the TeleVantage Contact Manager Assistant, see its online Help.

Act! does not require the Contact Manager Assistant to pop up contact information.

Note: Your office might also use a custom screen pop application created with ViewPoint API. If this is the case, see your TeleVantage system administrator for instructions on using it.

Working remotely ________________________________________

For instructions on using TeleVantage remotely, see Chapter 6.

APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-9