Appendix Contents | Vertical Communications TeleVantage 7.5 specification

APPENDIX D

WORKING AS AN AGENT IN AN ACD WORKGROUP

APPENDIX CONTENTS

About participating in an ACD workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2 Marking yourself ready and unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2 Using the Call Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3 Receiving a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3 Placing ACD workgroup calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4 Taking a break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4 Listening to the ACD workgroup’s voicemail. . . . . . . . . . . . . . . . . . . . . . . . . . . . D-4 Viewing the ACD workgroup’s contacts and Call Log . . . . . . . . . . . . . . . . . . . . . D-4

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Vertical Communications TeleVantage 7.5 manual Working AS AN Agent in AN ACD Workgroup, Appendix Contents

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 the TeleVantage ViewPoint application Using TeleVantage ViewPoint Web AccessUsing the Tapi Service Provider and the CMA Getting technical support Feature comparison tableViewPoint Feature Access TeleVantage documentation TeleVantage documentation setOrdering printed documentation Online Help Html books Accessing online documentation 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 To record a new greeting Recording your voicemail 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 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 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 Call announcing Using the Flash button on your phoneAbout answering and handling calls on the phone Answering TeleVantage calls Call waiting How TeleVantage gets the recording of the caller’s nameCall 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 Call-handling commands Flash + 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 line appearances Using PDNsUsing 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 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 To reply to a message Deleting and undeleting messagesReplying to a voice message Forwarding a voice message Sending a message directly to a user’s voicemail Calling back a voice messageTo call back a voice message Commands for Recorded Messages Use after recording a message Managing your greetings using the phone Greeting Commands Managing your greetingsAvailable space for greetings Checking your call forwarding number Forwarding your calls using the phoneTurning call forwarding on Turning call forwarding off 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 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 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 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 Resetting ViewPoint so that login is required Logging on to ViewPointTo 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 switchesLogging 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 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 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 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 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 Setting personal status defaults Using the Where I Am defaultTo 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 Selecting and acting on a call in the Call Monitor folder Call ownershipTo 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 Blind, supervised, and direct-to-voicemail transfers To transfer a call11-11 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 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 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 Entering My Numbers To enter a number or address in the My Numbers list12-4 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 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 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 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 Viewing custom data Archiving voice messages and call recordingsManaging thousands of voice messages or call recordings Viewing shared voice message folders Listening to your voice messages and call recordings Handling your voice messagesListening 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 Knowing when you have new messages System tray buttonNumber 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 Managing greetings Greetings for situations other than voicemailSpace for greetings Greetings folder Greetings and personal statusActive 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 Call Log folder filtersCall 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 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 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 Using routing lists Routing lists for individual callersHow 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 Final action Description Take a message. The call is sent to your voicemailHang 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 Using contacts folders About contact management and TeleVantageContacts 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 Associating a call or Caller ID number with a contact Adding phone numbers for contact recognitionDeleting 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 Personal and public workgroups Workgroups folderCreating 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 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 Personal About customizing ViewPointGuide to the Options dialog box Tab Field See 18-3 Voice Messages Password ViewPointChange 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 Customizing or turning off call waiting Displaying Caller ID on a phoneTo 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 Customizing the Desktop Alert Add-in To customize desktop alerts18-27 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 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 To sign in or out of a queue Using ViewPointUsing the telephone Signing in and out of a queue Receiving and handling queue calls Viewing your position in the queueBeing 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 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 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 Monitoring queue statistics using the phone Supervising other agents’ callsQueue 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 About participating in an ACD workgroup Marking yourself ready and unavailableUse 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 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 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 Managing individual recordings Saving your current searchLoading 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 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 eyebeam SIP softphone About the CounterPath SIP softphones Before installing the eyeBeam softphone If you have an external stationIf 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 Using the /station command SyntaxExamples 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