Vertical Communications TeleVantage 7.5 specification

APPENDIX C

SUPERVISING A CALL CENTER QUEUE

CHAPTER CONTENTS

About supervising queues in ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2 Viewing current queue calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2 Monitoring queue statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3 Supervising other agents’ calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-16 Managing agents’ status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-18 Managing a queue’s voice mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-20

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Vertical Communications TeleVantage 7.5 manual Supervising a Call Center Queue

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 10-6 10-210-3 10-5 11-9 11-611-7 11-8 13-2 12-1312-14 12-15 14-2 13-1913-20 13-21 16-4 15-1516-2 16-3 18-6 17-1018-2 18-5 18-29 18-28 Appendix E. Using the TeleVantage Archived Recording Browser Appendix H. Logging On with Command-Line Switches Page Getting Started Page Introducing Televantage Chapter Contents About TeleVantage Accessing TeleVantageUsing the telephone Using the Flash command Using TeleVantage ViewPoint Web Access Using the TeleVantage ViewPoint applicationUsing the Tapi Service Provider and the CMA Getting technical support Feature comparison tableViewPoint Feature Access TeleVantage documentation set TeleVantage documentationOrdering printed documentation Online Help Html books Accessing online documentation Introducing Televantage Page Recording Your Voice Title and Voicemail Greeting Recording your voice title About creating your voice title and voicemail greetingTo record a voice title on the phone To record a new greeting Recording your voicemail greetingPage Using the Telephone Page Placing Calls on the Phone Using an IP phone Using a phone other than your ownAbout placing calls on the phone To dial an internal number Entering account codes when placing callsDialing internal and external numbers If you are prompted to enter an account code To enter an account code Dialing by nameDialing a user’s voicemail directly Entering an account code during or before a call Placing calls with * options Placing calls while you are already on a call Placing a page or intercom call Placing calls to an IP addressDisabling call waiting for a call Paging and intercom considerations Requirements for receiving a page or intercom callBlocking pages and intercom with Do Not Disturb Page Answering and Handling Calls on the Phone Call announcing Using the Flash button on your phoneAbout answering and handling calls on the phone Answering TeleVantage calls How TeleVantage gets the recording of the caller’s name Call waitingCall waiting options Receiving a call waiting tone from your telephone company Using hands-free answeringAnswering a call at another ringing phone Multiple calls waiting Hands-free answering and routing lists Receiving internal intercom calls with voice-first answering Enabling voice-first answering Handling calls with the phone Flash + Call-handling Commands Call-handling commandsPutting a call on hold To perform a supervised transfer Using direct transferTransferring a call To perform a blind transfer Transferring one of multiple calls About the transfer ring delaySending a call to voicemail Recording a call To create a conference call from separate calls Creating a conference callParking a call To create a conference call by adding parties Using digital feature phones Using PDNs Using line appearancesUsing SDNs Speed Dial with illuminated buttons Using custom-mapped TeleVantage commandsPage Managing Voicemail and Your Account with the Phone Voicemail from the caller’s point of view About managing your account on the phoneAbout voicemail Logging on to your account If voice messages disappear from your folders Knowing when you have new voice messagesCustomizing voice message playback order Voice Message Commands Use while or after a message plays Voice message telephone commandsListening to and managing your voicemail To reply to a message Deleting and undeleting messagesReplying to a voice message Forwarding a voice message Calling back a voice message Sending a message directly to a user’s voicemailTo call back a voice message Commands for Recorded Messages Use after recording a message Managing your greetings using the phone Managing your greetings Greeting CommandsAvailable space for greetings Checking your call forwarding number Forwarding your calls using the phoneTurning call forwarding on Turning call forwarding off Selecting a personal status on the phone Changing your passwordTo 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 Placing TeleVantage calls with an IP phone external station Using TeleVantage from a remote number without ViewPointUsing ** instead of Flash at a remote phone Tips for all remote phone use Logging on from a voicemail greeting Logging on to TeleVantage from a remote numberReceiving TeleVantage calls at a remote number Logging out from a TeleVantage session If your remote phone is stuck on a TeleVantage session Placing calls through TeleVantage from a remote phoneTo place a call through TeleVantage from a remote phone Using redial and other quick call commands when logged Using TeleVantage ViewPoint remotelyUsing the redial command after logging on Associating Viewpoint with a remote number Using ViewPoint remotely with a phoneTo associate ViewPoint with a remote number Imitating a station at a remote number Using an external stationTo imitate a station on calls routed to your remote phone Placing TeleVantage calls from an external station Disconnecting from a call and remaining on the lineUsing ViewPoint Using the phone To use ViewPoint with an external station Configuring an external stationUsing ViewPoint with an external station To configure an external station Using 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 stations Call for announcing prompt Distinguishing incoming calls to a shared stationShared stations and personal status Finding out who is currently logged in at a stationPage Using ViewPoint Page Using Televantage Viewpoint About TeleVantage ViewPoint Using ViewPoint from any web browser Logging on to ViewPoint Resetting ViewPoint so that login is requiredTo 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 Logging on with command-line switches Changing your passwordLogging on with new logon options Watching the ViewPoint Quick Tour Exiting ViewPointAbout the Welcome Wizard About the tip of the day Toolbar Menu bar Navigation pane Customizing the navigation pane Using the navigation barUsing the Folder List View bar Hiding and showing ViewPoint window elements Status bar Customizing the ViewPoint display Locking ViewPoint window elementsNavigation Pane FolderDescription Working in multiple folders Adding the Calls Pane to any open folder Using Index buttons to find items quicklyAdding the Phonebook Pane to the Call Monitor folder Managing items in folders Using commands in foldersManaging folders and items Locking the current folder in place To permanently delete a voice message from your Inbox Creating itemsDeleting voice messages and other items To create an item by copying an existing item To rename an item Renaming itemsCutting and pasting items Copying and pasting items From Drag Dragging and dropping items Messages Contact CallFolder Voice Viewing folders in the Folder List Organizing items in foldersDragging and dropping voice messages to other applications Printing items in folders Managing folders Private and public folders To empty the Deleted folder automatically Viewing public foldersManaging the Deleted folder Emptying the Deleted folder To share a folder Sharing folders Deleting shared items Viewing shared folders Using voice message bookmarks Using the audio controlsCreating recordings and playing voice messages Importing and exporting voice files Importing and exporting TeleVantage itemsImporting 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 LogPage Using Personal Statuses About personal statuses Icon Status Description Using predefined personal statusesPersonal Status button in the status bar Predefined personal statuses for all users Predefined personal statuses for call center queue agents Selecting a personal status in ViewPoint Selecting a personal status To modify a personal status Modifying a personal statusCreating a custom personal status Selecting a personal status on the phone 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 Using the Where I Am default Setting personal status defaultsTo 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 Name Extensions folder tabsExtensions folder columns Column Description Location Personal StatusTitle Forwarding Instant messaging limitations Automatically switching to the Call MonitorPlacing calls to an extension Sending an instant message to an extension Exporting the Extensions list Using instant messagingConfiguring instant messaging options Changing another user’s personal status 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 11-4 Using the My Phone tab to handle callsShowing, hiding, and reordering Call Monitor tabs Displaying calls on the All tab Viewing a custom data column in the Call Monitor Displaying the Call Monitor folder automaticallyCall Monitor folder panes Call Monitor folder columns Call ownership Selecting and acting on a call in the Call Monitor folderTo display the Call Monitor folder automatically Sending the call to voicemail Commands while a call is ringingDouble-clicking calls Taking the call To record a grab-and-hold greeting Grabbing and holding the callTransferring a call without talking to the caller first To grab and hold a call Commands while you’re on a call Drag-and-drop transferring Ringback for calls on hold To transfer a call Blind, supervised, and direct-to-voicemail transfers11-11 To record a call Transfer tips for Operator users To play a call you just recorded Using the telephone commandsPlaying recorded audio into a call Privacy To stop playing audio into a call Associating a call with a contactTo play audio into a call from the Call Monitor To play audio into a call from other folders To park a call If no one answers the parked callTo answer a parked call from any ViewPoint program Muting a call Disconnecting a call while staying on the phonePlaying a callers name Viewing a call’s history Preventing certain calls from ringing your phoneAdding notes to a call Customized ring patterns Incoming call indicatorsOther options for incoming calls Viewing shared calls Sharing your Call Monitor folderPage Placing Calls in Viewpoint Placing calls with the phone on or off hook Placing calls using the Dial barTo place a call using the Dial bar Placing a call To redial a call using the Dial bar Using the Place Call To dialog box To enter a number or address in the My Numbers list Entering My Numbers12-4 12-5 Extensions Quick-dialing from ViewPoint foldersSpeed-dialing by double-clicking To quick-dial Use this folder To camp on a busy extension Placing calls using drag-and-dropPlacing calls by using other contact managers Camping on a busy user’s extension Entering a phone number Using dialing servicesEntering a Centrex or a PBX extension Entering an IP address Checking a numberTo check a phone number Redialing numbers and returning calls Displaying the Call Monitor when you place a callCreating Windows shortcuts to speed-dial a number 12-11 To create a speed dial shortcut Adding parties to a conference Creating conference calls To conference separate existing calls together Conferencing multiple active calls togetherMuting individual conference parties Adding parties to a conference by dragging and dropping Transferring a conference call Supervising other users’ callsEnding a conference call To supervise another user’s call using ViewPoint Using the TeleVantage or eyeBeam softphonesTo supervise another user’s call using the telephone Page Managing Voice Messages in Viewpoint Voicemail folder About managing voice messages in ViewPointVoicemail folders Viewing custom data Archiving voice messages and call recordingsManaging thousands of voice messages or call recordings Viewing shared voice message folders Handling your voice messages Listening to your voice messages and call recordingsListening to a voice message as it is being left To reply to all recipients of a message To forward a voice message Opening the contact record from a voice message Calling back the person who left a voice messageMailing a voice message Playing a voice message into a call Deleting a message permanently Deleting voice messagesAssociating a voice message from Unknown with a contact Marking a voice message Unheard Moving a voice message to another application Managing call recordingsMarking a voice message Urgent or Private Adding notes to a voice message To view the amount of space remaining in your mailbox Setting a maximum length for your voice messagesSharing your voice messages Managing your voicemail quota Sending a message directly to a user’s voicemail System tray button Knowing when you have new messagesNumber in navigation pane New message sound Setting up e-mail notificationStutter dial tone Message waiting light 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 Greetings for situations other than voicemail Managing greetingsSpace for greetings Greetings and personal status Greetings folderActive greeting Mailing a greeting Personal status default greetingGreeting hierarchy Recording a new greeting Playing a greeting into a call Page Using the Call LOG Folder Call Log folder filters Call Log folderCall Log folder columns Called Number Account CodeAnswered By Callback number Queue NumberPlaced By Recorded by Wait Time Viewing call detailsTo Device To Number Answered Time Access CodeCall Details columns End Time Device Searching for Call Log entries Returning a call in the Call Log folder Viewing a call’s historyTaking notes on a Call Log entry Associating a call from Unknown with a contact Opening the contact record from a contact’s call Entering an account code for a Call Log entryListening to a recorded call from the Call Log To play a call recording Sharing the Call LogReporting on the Call Log Exporting the Call Log Advanced TeleVantage Features Page Call Forwarding and Routing Lists Page To turn call forwarding on Forwarding calls by using the telephone commandsForwarding calls Forwarding calls in ViewPoint 15-4 15-5 To turn call forwarding off in ViewPoint Forwarding calls over Centrex or PBX trunks Receiving forwarded ACD workgroup callsPlacing calls at another user’s extension Call forwarding and voicemail Routing lists for individual callers Using routing listsHow routing lists move from action to action Standard routing list Mobile phone issues with routing listsRouting Lists folder Caller options while following a routing list 15-9 Personal status default routing listActive routing list To make a routing list the active routing list Creating a new routing list 15-11 Take a message. The call is sent to your voicemail Final action DescriptionHang up Call is disconnected Pause and repeat Transfer to an extensionTransfer to other Voicemail 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 About contact management and TeleVantage Using contacts foldersContacts folder Searching for contacts Using the Index buttons for quick accessPrivate and public contacts Changing double-click behavior Entering a new contact Managing contacts 16-5 Entering a contacts name and basic information 16-6 Entering a contacts phone numbers and addresses Recording a voice title for a contact Teaching TeleVantage to recognize your contactsPlacing calls to your contacts Sharing your contacts Identifying contacts by name Adding phone numbers for contact recognition Associating a call or Caller ID number with a contactDeleting a number from the Incoming Caller ID list 16-10 To associate a call with a contact Understanding name and number on Caller ID To enter a contact PIN Using contact PINs for guaranteed recognitionOpening contacts from within other folders Examples To run the Contact Manager Assistant CMA Using contacts in another contact managerUsing the TeleVantage Contact Manager Assistant Exporting contacts from Microsoft Outlook Importing contacts into TeleVantage Using workgroups Workgroups folder Personal and public workgroupsCreating a workgroup Having a workgroup appear as an Extensions tab 16-17 Page Using Call Rules Determining how the call rule handles calls About call rulesCall Rules overview Distinguishing which incoming calls activate the call rule 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 17-7 Specifying custom hoursTo have the call rule activate on a daily or weekly basis To have the call rule activate on an individual date Enabling or disabling a call rule To enable or disable a call ruleSelecting how a call rule handles a call Choosing the priority of a call rule How TeleVantage resolves call rule setting conflictsTo set the priority of a call rule Ignoring all call rules Customizing Viewpoint Personal About customizing ViewPointGuide to the Options dialog box Tab Field See 18-3 Voice Messages ViewPoint PasswordChange To record a voice title in ViewPoint Customizing telephone behaviorSpecifying your phone type Recording a voice title To customize call announcing or turn it off Changing the language of telephone command promptsTo change the telephone commands language Customizing or turning off call announcing 18-7 Displaying Caller ID on a phone Customizing or turning off call waitingTo customize call waiting or turn it off To turn ringback on and off Turning ringback for calls on hold on and offChanging your personal Operator Customizing your listing in the dial-by-name directory 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 Another user. Prompts for password TeleVantage features you can map to digital phone buttonsFeature Description Access Voice Mail Personal status and Available. See Chapter Customizing incoming call behaviorParameter column to select the personal status You want. The button toggles between that Customizing Isdn outbound Caller ID 18-18 To create a personal SIP account Customizing SIP accounts Turning off stutter dial tone Setting voice message playback orderPlaying a sound when a new message arrives Customizing voice message behavior Customizing ViewPoint for Operators Customizing columns Customizing the ViewPoint displayShowing or hiding ViewPoint window elements Defining double-click behavior in the Contacts folder To show or hide columns in a ViewPoint folder Moving columnsResizing columns Sorting by column Hiding and showing toolbar buttons in a folder Keeping columns in view when you scroll horizontallyChanging the font of a ViewPoint folder Changing how names are displayed Managing Add-ins Enhancing ViewPoint with Add-ins Using the Desktop Alert Add-in Using the Reverse Phone Number Lookup sample Add-in To customize desktop alerts Customizing the Desktop Alert Add-in18-27 Using the TeleVantage Instant Messaging Add-in Other customization options Feature Description SeePage Appendices Page Voicemail, so hanging up is the same as pressing Telephone Commands Quick ReferenceCall announcing commands Call announcing commands Call Handling Commands Call handling commands Quick call commands Quick call commands Unblock restore outbound Caller ID for the next call Hearing it. See your system administrator for the IDSee the next table for a list of quick call commands for Disable call waiting for the next call Quick call commands for call center agents Logging on Voicemail/Account menuLogging on from a remote location Summary of Commands Voicemail/Account menu commandsVoice messages Inbox folder Voice messages Saved folder Personal Status commands Working AS AN Agent in a Call Center Queue Starting and ending your shift, and taking breaks Whether this chapter applies to youStarting your shift Ending your shift What call center agents need to know to get the job doneTaking a break Working at different phones To sign in or out of a queue Using ViewPointUsing the telephone Signing in and out of a queue Viewing your position in the queue Receiving and handling queue callsBeing monitored or coached by a supervisor Having your calls recorded Using the Call Monitor tabs Viewing queue activity To place calls as a queue using ViewPointPlacing calls from a queue Wrap-up time Determining whom you are calling as To place calls as a queue using the telephonePopping up caller information Working remotelyPage Supervising a Call Center Queue Viewing current queue calls About supervising queues in ViewPointExempting supervisors from receiving queue calls Viewing queue statistics in the Queue Monitor folder Monitoring queue statisticsAgents pane Distribution Order Agents Pane InformationAvailability Personal Status icon Agent State Time on calls Time in StateCalls answered Calls placed No Answer Forced BreakInbound Calls Longest wrap-up Queue status Queue Statistics paneQueue Statistics Pane Current Status Calls waiting Agents on breakAgents ready Available Longest time Avg. talk timeCalls to voicemail Total talk time Combined Statistics Calls attempted To change the Queue Monitor refresh rate When statistics are resetWhen statistics are refreshed Statistic type When reset Monitoring the position of agents in the queue About agents’ personal status and state Fewest calls Algorithm Agent positionsTop down Round robin Enabling and disabling the Distribution Order column To enable or disable the Distribution Order column Supervising other agents’ calls Monitoring queue statistics using the phoneQueue Statistics How monitoring and coaching appear in the Call Monitor Viewing when agents are being monitored Signing agents in or out of a queue Signing agents in or out using ViewPointSigning agents in or out using the Administrator Managing agents’ status 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 Marking yourself ready and unavailable About participating in an ACD workgroupUse of the TeleVantage ViewPoint Receiving a call Using the Call Monitor Viewing the ACD workgroup’s contacts and Call Log Placing ACD workgroup callsTaking a break Listening to the ACD workgroup’s voicemail Running the Archived Recording Browser Using the Televantage Archived Recording BrowserTo run the Archived Recording Browser Starting a new search Searching for recordingsTo start a new search Appendix E. Using the Televantage Archived Recording Browser Select a specific Server from the drop-down list Search criteriaTab Field Description If your system archives mailbox recordings from more than Provided, or click To select a date from a calendar Each field, see Using the Call Log viewTo limit your search to a specific time period, select this Checkbox, and then select a time period from the drop-down Calls from Kevin McDonough, add the criteria Field’s contents-the criteria From EqualsUse to search based on the numeric contents Field. For example, to search for recordings That represent one or more other characters Where 555 appears anywhere in the numberOn the contents of a time-based field Call Duration, Hold Use to search based on wildcard characters Saving your current search Managing individual recordingsLoading a saved search To act on archived recordings Acting on archived call recordings Using Televantage To purge archived recordings Checking the archive for missing audio filesPurging archived recordings To check the archive for missing audio files 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 Exiting the SoftPhone Configuring the TeleVantage SoftPhoneShowing the SoftPhone keypad window Placing a call with the SoftPhone Setting preferences Adjusting microphone and speaker volumeSetting call restrictions Configuring the stand-alone SoftPhone Using the stand-alone SoftPhoneKeeping the keypad window always on top SoftPhone notes Using the Counterpath SIP Softphones About the eyebeam SIP softphone About the CounterPath SIP softphones If you have an external station Before installing the eyeBeam softphoneIf 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 Record FlashMute Transfer Command line switches for ViewPoint are Logging on with COMMAND-LINE Switches Syntax Using the /station commandExamples 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