Manuals / Vertical Communications / Communications / IP Phone

Vertical Communications TeleVantage 7.5 manual Viewing when agents are being monitored

Models: TeleVantage 7.5

1 378

Page 323

If the agent whose call you are supervising transfers the call to another party, or parks it and it is unparked by another party, you are disconnected.

How monitoring and coaching appear in the Call Monitor

When you are monitoring or coaching an agent on a call, the call appears in your Call Monitor showing all three parties to the call. Your row, the top row in the call, is labelled “Monitoring” or Coaching.”

If you are coaching an agent, the agent sees you as a party in the call. If you are monitoring an agent, the agent does not see you as a party, unless that agent has the permission View agents being monitored set to Allow. See the next section.

Note: When you join another agent’s call, the call appears as a normal conference call.

Viewing when agents are being monitored

Agents who have the permission View agents being monitored set to Allow can see when an agent is being monitored by another agent. The monitoring agent appears in the Call Monitor as another party in the call, identified by the Status “Monitoring.”

Agents who have the permission set to Disallow (the default) cannot see when they or other agents are being monitored.

Note: The Call Log does not keep a record of agents who were monitored.

APPENDIX C. SUPERVISING A CALL CENTER QUEUE

C-17

Page 323

Image 323

Vertical Communications TeleVantage 7.5 manual Viewing when agents are being monitored

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 10-511-9 11-611-7 11-813-2 12-1312-14 12-1514-2 13-1913-20 13-2116-4 15-1516-2 16-318-6 17-1018-2 18-518-29 18-28Appendix E. Using the TeleVantage Archived Recording Browser Appendix H. Logging On with Command-Line Switches Page Getting Started Page Introducing Televantage Chapter ContentsAbout TeleVantage Accessing TeleVantageUsing the telephone Using the Flash commandUsing the Tapi Service Provider and the CMA Using the TeleVantage ViewPoint applicationUsing TeleVantage ViewPoint Web Access Getting technical support Feature comparison tableViewPoint Feature AccessOrdering 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 To dial an internal number Entering account codes when placing callsDialing internal and external numbers If you are prompted to enter an account codeTo enter an account code Dialing by nameDialing a user’s voicemail directly Entering an account code during or before a callPlacing 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 Call announcing Using the Flash button on your phoneAbout answering and handling calls on the phone Answering TeleVantage callsCall waiting options Call waitingHow TeleVantage gets the recording of the caller’s name Receiving a call waiting tone from your telephone company Using hands-free answeringAnswering a call at another ringing phone Multiple calls waitingHands-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 To perform a supervised transfer Using direct transferTransferring a call To perform a blind transferTransferring one of multiple calls About the transfer ring delaySending a call to voicemail Recording a callTo create a conference call from separate calls Creating a conference callParking a call To create a conference call by adding partiesUsing 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 Voicemail from the caller’s point of view About managing your account on the phoneAbout voicemail Logging on to your accountCustomizing 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 To reply to a message Deleting and undeleting messagesReplying to a voice message Forwarding a voice 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 Checking your call forwarding number Forwarding your calls using the phoneTurning call forwarding on Turning call forwarding offTo 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 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 useLogging on from a voicemail greeting Logging on to TeleVantage from a remote numberReceiving TeleVantage calls at a remote number Logging out from a TeleVantage sessionTo 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 Placing TeleVantage calls from an external station Disconnecting from a call and remaining on the lineUsing ViewPoint Using the phoneTo use ViewPoint with an external station Configuring an external stationUsing ViewPoint with an external station To configure 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 stationsCall 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 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 Watching the ViewPoint Quick Tour Exiting ViewPointAbout the Welcome Wizard About the tip of the dayToolbar Menu barNavigation pane Customizing the navigation pane Using the navigation barUsing the Folder List View barHiding 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 items in folders Using commands in foldersManaging folders and items Locking the current folder in placeTo permanently delete a voice message from your Inbox Creating itemsDeleting voice messages and other items To create an item by copying an existing itemTo rename an item Renaming itemsCutting and pasting items Copying and pasting itemsFrom Drag Dragging and dropping itemsMessages Contact CallFolder VoiceViewing folders in the Folder List Organizing items in foldersDragging and dropping voice messages to other applications Printing items in foldersManaging folders Private and public foldersTo empty the Deleted folder automatically Viewing public foldersManaging the Deleted folder Emptying the Deleted folderTo 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 Icon Status Description Using predefined personal statusesPersonal Status button in the status bar Predefined personal statuses for all usersPredefined personal statuses for call center queue agents Selecting a personal status in ViewPoint Selecting a personal statusTo modify a personal status Modifying a personal statusCreating a custom personal status Selecting a personal status on the phoneTo 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 Name Extensions folder tabsExtensions folder columns Column DescriptionLocation Personal StatusTitle ForwardingInstant messaging limitations Automatically switching to the Call MonitorPlacing calls to an extension Sending an instant message to an extensionExporting the Extensions list Using instant messagingConfiguring instant messaging options Changing another user’s personal statusReceiving and Handling Calls in Viewpoint Automatically sorting new calls Using the Call Monitor folderTo sort the Call Monitor automatically Call Monitor folder tabs11-4 Using the My Phone tab to handle callsShowing, hiding, and reordering Call Monitor tabs Displaying calls on the All tabViewing a custom data column in the Call Monitor Displaying the Call Monitor folder automaticallyCall Monitor folder panes Call Monitor folder columnsTo display the Call Monitor folder automatically Selecting and acting on a call in the Call Monitor folderCall ownership Sending the call to voicemail Commands while a call is ringingDouble-clicking calls Taking the callTo record a grab-and-hold greeting Grabbing and holding the callTransferring a call without talking to the caller first To grab and hold a callCommands 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 usersTo play a call you just recorded Using the telephone commandsPlaying recorded audio into a call PrivacyTo 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 foldersTo 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 Placing calls with the phone on or off hook Placing calls using the Dial barTo place a call using the Dial bar Placing a callTo 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 Extensions Quick-dialing from ViewPoint foldersSpeed-dialing by double-clicking To quick-dial Use this folderTo camp on a busy extension Placing calls using drag-and-dropPlacing calls by using other contact managers Camping on a busy user’s 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 callsTo conference separate existing calls together Conferencing multiple active calls togetherMuting individual conference parties Adding parties to a conference by dragging and droppingEnding 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 Viewing custom data Archiving voice messages and call recordingsManaging thousands of voice messages or call recordings Viewing shared voice message foldersListening 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 messageOpening 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 callDeleting a message permanently Deleting voice messagesAssociating a voice message from Unknown with a contact Marking a voice message UnheardMoving a voice message to another application Managing call recordingsMarking a voice message Urgent or Private Adding notes to a voice messageTo view the amount of space remaining in your mailbox Setting a maximum length for your voice messagesSharing your voice messages Managing your voicemail quotaSending a message directly to a user’s voicemail Number in navigation pane Knowing when you have new messagesSystem tray button New message sound Setting up e-mail notificationStutter dial tone Message waiting light13-13 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 Mailing a greeting Personal status default greetingGreeting hierarchy Recording a new greetingPlaying a greeting into a call Page Using the Call LOG Folder Call Log folder columns Call Log folderCall Log folder filters Called Number Account CodeAnswered By Callback numberQueue NumberPlaced By Recorded byWait Time Viewing call detailsTo Device To NumberAnswered Time Access CodeCall Details columns End TimeDevice Searching for Call Log entriesReturning 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 contactListening 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 To play a call recording Sharing the Call LogReporting on the Call Log Exporting the Call LogAdvanced 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 ViewPoint15-4 15-5 To turn call forwarding off in ViewPointForwarding calls over Centrex or PBX trunks Receiving forwarded ACD workgroup callsPlacing calls at another user’s extension Call forwarding and voicemailHow routing lists move from action to action Using routing listsRouting lists for individual callers Standard routing list Mobile phone issues with routing listsRouting Lists folder Caller options while following a routing list15-9 Personal status default routing listActive routing list To make a routing list the active routing listCreating a new routing list 15-11 Hang up Call is disconnected Final action DescriptionTake a message. The call is sent to your voicemail Pause and repeat Transfer to an extensionTransfer to other VoicemailRouting 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 Searching for contacts Using the Index buttons for quick accessPrivate and public contacts Changing double-click behaviorEntering a new contact Managing contacts16-5 Entering a contacts name and basic information16-6 Entering a contacts phone numbers and addressesRecording a voice title for a contact Teaching TeleVantage to recognize your contactsPlacing calls to your contacts Sharing your contactsIdentifying 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 To enter a contact PIN Using contact PINs for guaranteed recognitionOpening contacts from within other folders ExamplesTo run the Contact Manager Assistant CMA Using contacts in another contact managerUsing the TeleVantage Contact Manager Assistant Exporting contacts from Microsoft OutlookImporting 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 Determining how the call rule handles calls About call rulesCall Rules overview Distinguishing which incoming calls activate the call ruleExamples 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 conditions17-7 Specifying custom hoursTo have the call rule activate on a daily or weekly basis To have the call rule activate on an individual dateSelecting 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 Personal About customizing ViewPointGuide to the Options dialog box Tab Field See18-3 Voice MessagesChange PasswordViewPoint To record a voice title in ViewPoint Customizing telephone behaviorSpecifying your phone type Recording a voice titleTo customize call announcing or turn it off Changing the language of telephone command promptsTo change the telephone commands language Customizing or turning off call announcing18-7 To customize call waiting or turn it off Customizing or turning off call waitingDisplaying Caller ID on a phone 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 directoryTo 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 Another user. Prompts for password TeleVantage features you can map to digital phone buttonsFeature Description Access Voice MailPersonal status and Available. See Chapter Customizing incoming call behaviorParameter column to select the personal status You want. The button toggles between thatCustomizing Isdn outbound Caller ID 18-18 To create a personal SIP account Customizing SIP accountsTurning off stutter dial tone Setting voice message playback orderPlaying a sound when a new message arrives Customizing voice message behaviorCustomizing ViewPoint for Operators Customizing columns Customizing the ViewPoint displayShowing or hiding ViewPoint window elements Defining double-click behavior in the Contacts folderTo show or hide columns in a ViewPoint folder Moving columnsResizing columns Sorting by columnHiding 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 displayedManaging 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 Voicemail, so hanging up is the same as pressing Telephone Commands Quick ReferenceCall announcing commands Call announcing commandsCall Handling Commands Call handling commandsQuick call commands Quick call commandsUnblock 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 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 To sign in or out of a queue Using ViewPointUsing the telephone Signing in and 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 tabsViewing queue activity To place calls as a queue using ViewPointPlacing calls from a queue Wrap-up timeDetermining whom you are calling as To place calls as a queue using the telephonePopping up caller information Working remotelyPage 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 Distribution Order Agents Pane InformationAvailability Personal Status iconAgent State Time on calls Time in StateCalls answered Calls placedNo Answer Forced BreakInbound Calls Longest wrap-upQueue status Queue Statistics paneQueue Statistics Pane Current StatusCalls waiting Agents on breakAgents ready AvailableLongest time Avg. talk timeCalls to voicemail Total talk timeCombined Statistics Calls attempted To change the Queue Monitor refresh rate When statistics are resetWhen statistics are refreshed Statistic type When resetMonitoring the position of agents in the queue About agents’ personal status and stateFewest calls Algorithm Agent positionsTop down Round robinEnabling 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 of a queue Signing agents in or out using ViewPointSigning agents in or out using the Administrator Managing agents’ statusTo 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 MonitorViewing the ACD workgroup’s contacts and Call Log Placing ACD workgroup callsTaking a break Listening to the ACD workgroup’s voicemailTo 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 Select a specific Server from the drop-down list Search criteriaTab Field Description If your system archives mailbox recordings from more thanProvided, 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-downCalls 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 recordingsThat 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 charactersLoading a saved search Managing individual recordingsSaving your current search To act on archived recordings Acting on archived call recordingsUsing Televantage To purge archived recordings Checking the archive for missing audio filesPurging archived recordings To check the archive for missing audio filesImporting 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 SoftPhoneExiting the SoftPhone Configuring the TeleVantage SoftPhoneShowing the SoftPhone keypad window Placing a call with 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 ConferencingRecord FlashMute TransferCommand 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