Vertical Communications TeleVantage 7.5

3. Neither the name of the Politecnico di Torino, CACE Technologies nor the names of its contributors may be used to endorse or promote

products derived from this software without specific prior written permission.

Vertical Communications, Inc.

One Memorial Drive

Cambridge, MA 02142

#97-6603B Edition 7.5 July 2006

Contents

Main Page COPYRIGHT TRADEMARKS LIMITED WARRANTY ON SOFTWARE NETWORK CAPTURE TECHNOLOGY Page Getting Started Chapter 1. Introducing TeleVantage................................................1-1 Chapter 2. Recording Your Voice Title and Voicemail Greeting...2-1 Using the Telephone Chapter 3. Placing Calls on the Phone............................................3-1 Chapter 4. Answering and Handling Calls on the Phone.............. 4-1 Chapter 5. Managing Voicemail and Your Account With the Phone. 5-1 Chapter 6. Using TeleVantage With a Remote Phone....................6-1 Chapter 7. Sharing Stations .............................................................7-1 Using ViewPoint Chapter 8. Using TeleVantage ViewPoint .......................................8-1 Chapter 9. Using Personal Statuses................................................9-1 Chapter 10. Using the Extensions List..........................................10-1 Chapter 11. Receiving and Handling Calls in ViewPoint.............11-1 Chapter 12. Placing Calls in ViewPoint.........................................12-1 Chapter 13. Managing Voice Messages in ViewPoint..................13-1 Chapter 14. Using the Call Log Folder..........................................14-1 Advanced TeleVantage Features Chapter 15. Call Forwarding and Routing Lists...........................15-1 Chapter 16. Managing Contacts and Workgroups.......................16-1 Chapter 17. Using Call Rules..........................................................17-1 Chapter 18. Customizing ViewPoint..............................................18-1 Appendices Appendix A. Telephone Commands Quick Reference..................A-1 Appendix B. Working as an Agent in a Call Center Queue ..........B-1 Appendix C. Supervising a Call Center Queue..............................C-1 Appendix D. Working as an Agent in an ACD Workgroup ........... D-1 Appendix E. Using the TeleVantage Archived Recording Browser .. E-1 Appendix F. Using the TeleVantage H.323 SoftPhone...................F-1 Appendix G. Using the CounterPath SIP softphones...................G-1 Appendix H. Logging On with Command-Line Switches .............H-1 Appendix I. Reporting Problems.......................................................I-1 Page Page Page CHAPTER 1 INTRODUCING TELEVANTAGE 1-2 USING TELEVANTAGE About TeleV a nt age________________________________________ Accessing TeleVantage____________________________________ Using the telephone Using the Flash command CHAPTER 1. INTRODUCING TELEVANTAGE 1-3 Using the TeleVantage V iewPoint applicati on Using TeleVantage V iewPoint W eb Access Using the TAPI Service Provider and the CMA 1-4 USING TELEVANTAGE Feature comparison table __________________________________ Feature Phone ViewPoint ViewPoint Getting technical support __________________________________ Web Access CMA CHAPTER 1. INTRODUCING TELEVANTAGE 1-5 TeleVant age documentation________________________________ book Acrobat Ordering printed documentation The TeleVantage documentation set Document Audience Available in print HTML Accessing online documentation Online Help HTML books Document Audience Available in print HTML PDF Adobe Acrobat PDF books Page RECORDING YOUR V OICE T ITLE AND V 2-2 USING TELEVANTAGE About creating your voice title and voicemail greeting __________ Recording your voice title __________________________________ CHAPTER 2. RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETING 2-3 Recording your voicemail greeting __________________________ Page Page Page P LACING CALLS ON 3-2 USING TELEVANTAGE About placing calls on the phone____________________________ Using a phone other than your own Using an IP phone CHAPTER 3. PLACING CALLS ON THE PHONE 3-3 Dialing internal and external numbers _______________________ Entering account codes when placing calls If you are prompted to enter an ac count code 3-4 USING TELEVANTAGE Entering an account code during or bef ore a call Dialing by name __________________________________________ Dialing a users voicemail directly ___________________________ CHAPTER 3. PLACING CALLS ON THE PHONE 3-5 Placing calls while you are already on a call __________________ Putting your current call on hold and placing a new call Switching between calls Ending a call without losing calls on hold Placing calls with * options ________________________________ Placing calls to an IP address_______________________________ Placing a page or intercom call _____________________________ CHAPTER 3. PLACING CALLS ON THE PHONE 3-7 Requirements for receiving a page or intercom call Blocking pages and intercom wit h Do N ot Dist urb Paging and intercom considerations Page Page 4-2 USING TELEVANTAGE About answering and handling calls on the phone _____________ Using the Flash button on your phone If pressing Flash results in a transfer Answering TeleVantage calls _______________________________ Call announcing Call waiting Call waiting options 4-4 USING TELEVANTAGE Multiple calls waiting Receiving a call waiting tone from your telephone company Answering a call at another ringing phone Using hands-free answering Enabling and disabling hands-free answering CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-5 Placing, receiving and ending calls with hands-free answering Receiving internal intercom calls with voice-first answering 4-6 USING TELEVANTAGE Enabling voice-first answering Handling calls with the phone ______________________________ Putting a call on hold 4-8 USING TELEVANTAGE Transferring a call Using direct transfer CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-9 About the transfer ring delay Transferring one of multiple calls Sending a call to voicemail Recording a call 4-10 USING TELEVANTAGE Creating a conference call Parking a call CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-11 Unparking a call Putting a call on silent hold Using digital feature phones _______________________________ 4-12 USING TELEVANTAGE Using line appearances Using PDNs Using SDNs CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-13 Using custom-mapped TeleVantage commands Speed Dial with illuminated buttons Page MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-2 USING TELEVANTAGE About managing your account on the phone__________________ Logging on to your account About voicemail__________________________________________ Voicemail from the callers point of view CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-3 Knowing when you have new voice messages If voice messages disappear from your folders Customizing voice message playback order Listening to and managing your voicemail ____________________ Voice message telephone commands CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-5 Deleting and undeleting messages Replying to a voice message Forwarding a voice message 5-6 USING TELEVANTAGE Calling back a voice message Sending a message directly to a users voicemail ______________ Managing your greetings using the phone____________________ Managing your greetings Available space for greetings CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-9 Forwarding your calls using the phone ______________________ Turning call forwarding on Turning call forwarding off Checking your call forwarding number Ignoring your call rules Sending your calls straight to voicemail with Do Not Disturb_____ Selecting a personal status on the phone_____________________ Changing your password __________________________________ USING TELEVANTAGE WITH A REMOTE PHONE 6-2 USING TELEVANTAGE About using TeleVantage with a remote phone_________________ CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-3 Feature Remote Number External Station Internal Station Phone Features 6-4 USING TELEVANTAGE Feature Remote Number External Station Internal Station ViewPoint Features CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-5 Tips for all remote phone use ______________________________ Using ** instead of Flash at a re mote phone Placing TeleVantage calls with an IP phone external station Receiving your voice messages at a remote phone Using TeleV antage from a remote number without ViewPoint ____ Logging on to TeleVantage from a remote number Logging out from a Tele Vantage session Logging on from a voicemail greeting Receiving TeleVantage calls at a remote number CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-7 Placing calls through TeleVantage from a remote p hone If your remote phone is stuck on a TeleVantage session 6-8 USING TELEVANTAGE Using redial and other quick call commands when logged in Using the redial command after logging on Using TeleVantage V iewPoint remotely_______________________ CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-9 Using ViewPoint remotely with a phone Associating Viewpoint with a remote number _________________ 6-10 USING TELEVANTAGE Imitating a station at a remote number Using an external station___________________________________ CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-11 Placing TeleVantage calls from an external station Disconnecting from a call and remaining on the line 6-12 USING TELEVANTAGE Using ViewPoint with an external station Configuring an external station _____________________________ CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-13 6-14 USING TELEVANTAGE Configuring a SIP phone CHAPTER 6. USING T ELEVANTAGE WITH A REMOTE PHONE 6-15 Using a SIP phone Changing your external station number with *17_______________ Page SHARING STATIONS 7-2 USING TELEVANTAGE About sharing stations ____________________________________ Placing outbound calls from shared stati ons__________________ CHAPTER 7. SHARING STATIONS 7-3 Finding out who is currently logged in at a station Distinguishing incoming calls to a shared station______________ The call for announcing prompt Distinct ring patterns Shared stations and personal status_________________________ Page Page Page CHAPTER 8 USING TELEVANTAGE VIEWPOINT 8-2 USING TELEVANTAGE About TeleV antage ViewPoint_______________________________ Using ViewPoint in Spanish, German, French Parisian or French Canadian Using ViewPoint from any web browser ______________________ CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-3 Logging on to ViewPoint __________________________________ Resetting ViewPoint so that login is required 8-4 USING TELEVANTAGE Using ViewPoint with a different phone or Server CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-5 Specifying options for a remot e number 8-6 USING TELEVANTAGE Using ViewPoint with another station or a remote number CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-7 Logging on with new logon options Changing your password Logging on with command-line switches 8-8 USING TELEVANTAGE About the Welcome Wizard Exiting ViewPoint_________________________________________ Exiting and logging off CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-9 Elements of the ViewPoint window The menu bar The toolbar 8-10 USING TELEVANTAGE The navigation pane CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-11 Using the navigation bar Using the Folder List Customizing the navigation pane The view bar 8-12 USING TELEVANTAGE The status bar Hiding and showing ViewPoint window elements CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-13 Locking ViewPoint window elements Customizing the ViewPoint display ViewPoint folders Navigation Pane Folder Description 8-14 USING TELEVANTAGE Working in multiple folders Navigation Pane Folder Description CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-15 Adding the Calls Pane to any open folder Adding the Phonebook Pane to the Call Monitor folder Using Index buttons to find items quickly 8-16 USING TELEVANTAGE Locking the current folder in place Managing folders and items ________________________________ Using commands in folders Managing items in folders CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-17 Creating items Deleting voice messages and other it ems 8-18 USING TELEVANTAGE Renaming items Cutting and pasting items Copying and pasting items CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-19 Dragging and dropping items From To Drag SHIFT + Drag CTRL + 8-20 USING TELEVANTAGE From To Drag SHIFT + Drag CTRL + CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-21 Dragging and dropping voice messages to other applications Printing items in folders Organizing items in folders ________________________________ Viewing folders in the Folder List From To Drag SHIFT + Drag CTRL + 8-22 USING TELEVANTAGE Private and public folders Managing folders Creating folders Deleting folders Renaming folders Viewing public folders Managing the Deleted folder Emptying the Deleted folder 8-24 USING TELEVANTAGE Sharing folders___________________________________________ CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-25 Viewing shared folders Deleting shared items 8-26 USING TELEVANTAGE Using the audio controls___________________________________ Creating recordings and playing voice messages Using voice message bookmarks CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-27 Importing and exporting voice files Importing and exporting TeleVantage items___________________ Importing and exporting contacts 8-28 USING TELEVANTAGE CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-29 8-30 USING TELEVANTAGE CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-31 Exporting the Extensions list 8-32 USING TELEVANTAGE Exporting the Call Log CHAPTER 8. USING T ELEVANTAGE VIEWPOINT 8-33 Result codes when exporting the Call Log Code Result Page CHAPTER 9 USING PERSONAL STATUSES 9-2 USING TELEVANTAGE About personal statuses___________________________________ CHAPTER 9. USING PERSONAL STATUSES 9-3 The Personal Status button in the status bar Using predefined personal statuses _________________________ Predefined personal st atu ses ( for a ll users ) 9-4 USING TELEVANTAGE Predefined personal statuses (for call center queue agents) CHAPTER 9. USING PERSONAL STATUSES 9-5 Selecting a personal status ________________________________ Selecting a personal status in V iewP oint 9-6 USING TELEVANTAGE Selecting a personal status on the phone Modifying a personal status ________________________________ Creating a custom personal status __________________________ CHAPTER 9. USING PERSONAL STATUSES 9-7 9-8 USING TELEVANTAGE CHAPTER 9. USING PERSONAL STATUSES 9-9 The Personal Statuses folder_______________________________ Personal status and your active settings _____________________ 9-10 USING TELEVANTAGE Changing your active settings Changing your active settings directly CHAPTER 9. USING PERSONAL STATUSES 9-11 9-12 USING TELEVANTAGE Active settings hierarchy Personal status defaults ___________________________________ CHAPTER 9. USING PERSONAL STATUSES 9-13 Using the Where I Am default Setting personal status defaults 9-14 USING TELEVANTAGE Changing the personal status of another user _________________ CHAPTER 10 U SING 10-2 USING TELEVANTAGE Viewing TeleV antage extensions ____________________________ CHAPTER 10. USING THE EXTENSIONS LIST 10-3 Extensions folder tabs Extensions folder columns 10-4 USING TELEVANTAGE CHAPTER 10. USING THE EXTENSIONS LIST 10-5 Placing calls to an extension _______________________________ Automatically switching to the Call Monitor Sending an instant message to an extension__________________ Instant messaging limitations 10-6 USING TELEVANTAGE Changing another users personal status _____________________ Exporting the Extensions list _______________________________ R ECEIVING VIEWPOINT 11-2 U SING TELEVANTAGE Using the Call Monitor folder _______________________________ Automatically sorting new calls CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-3 Call Monitor folder tabs 11-4 U SING TELEVANTAGE Showing, hiding, and reordering Call Monitor t abs Using the My Phone tab to handle calls Displaying calls on the All tab CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-5 Call Monitor folder panes Displaying the Call Monitor folder automatically _______________ 11-6 U SING TELEVANTAGE Selecting and acting on a call in the Call Monitor folder _________ Call ownership CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-7 Double-clicking calls Commands while a call is ringing ___________________________ Taking the call Sending the call to voicemail Screening a voice message as it is being left 11-8 U SING TELEVANTAGE Grabbing and holding the call Transferring a call without talking to the caller first CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-9 Commands while youre on a call ___________________________ Putting a call on hold 11-1 0 USING TELEVANTAGE Ringback for calls on hold Transferring a call Drag-and-drop transferring CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-11 Blind, supervised, and direct-to-voicemail transfers 11-1 2 USING TELEVANTAGE Transfer tips for Operator users Recording a call CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 3 Using the telephone commands Privacy Playing recorded audio into a call 11-1 4 USING TELEVANTAGE Associating a call with a contact CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 5 Parking a call Unparking a call If no one answers the parked call Sending a call to voicemail 11-1 6 USING TELEVANTAGE Muting a call Playing a caller's name Disconnecting a call while staying on the phone Entering an account code for a call CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 7 Preventing certain calls from ringing your phone ______________ 11-1 8 USING TELEVANTAGE Incoming call indicators ___________________________________ Customized ring patterns Other options for incoming calls CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-1 9 Sharing your Call Monitor folder ____________________________ Viewing shared calls Page CHAPTER 12 P LACING CALLS 12-2 USING TELEVANTAGE Placing a call ____________________________________________ Placing calls with the phone on or off h ook Dialing Internet addresses and SIP URI addresses Placing calls using the Dial bar CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-3 Using the Place Call To dialog box 12-4 USING TELEVANTAGE Entering My Numbers CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-5 12-6 USING TELEVANTAGE Quick-dialing from ViewPoint folders Speed-dialing by double-clicking To quick-dial... Use this folder Notes CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-7 Camping on a busy users extension Placing calls using drag-and-drop Placing calls by using other contact managers 12-8 USING TELEVANTAGE Using dialing services _____________________________________ Entering phone numbers using various types of dialing service Entering a phone number Entering a Centrex or a PBX extension CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-9 Checking a number 12-10 USING TELEVANTAGE Redialing numbers and returning calls _______________________ Displaying the Call Monitor when you place a call ______________ Creating Windows shortcuts to sp eed-dial a number ___________ CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-11 12-12 USING TELEVANTAGE Creating conference calls __________________________________ Adding parties to a conference CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-13 Adding parties to a conference by draggi ng and droppi ng Conferencing multiple active calls together Muting individual conference parties 12-14 USING TELEVANTAGE Transferring a conference call Ending a conference call Supervising other users calls ______________________________ CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-15 Using the TeleVantage or eyeBeam softphones________________ Page MANAGING VOICE MESSAGES IN VIEWPOINT 13-2 USING TELEVANTAGE About managing voice messages in ViewPoint ________________ The Voicemail folder Voicemail folders C HAPTER 13. MANAGING VOICE MESSAGES Viewing shared voice message folders Archiving voice messages and call recordings Managing thousands of voice messages or call recordings 13-4 USING TELEVANTAGE Listening to your voice messages and call recordings __________ Listening to a voice message as it is being left Handling your voice messages _____________________________ Forwarding a voice message C HAPTER 13. MANAGING VOICE MESSAGES Replying to a voice message 13-6 USING TELEVANTAGE Calling back the person who left a voice message E-mailing a voice message Playing a voice message into a call Opening the contact record from a voice message C HAPTER 13. MANAGING VOICE MESSAGES Deleting voice messages Deleting a message permanently Microsoft Exchange Server synchronization Associating a voice message from Unknown with a contact Marking a voice message Unheard Managing call recordings __________________________________ C HAPTER 13. MANAGING VOICE MESSAGES Sharing your voice messages ______________________________ Managing your voicemail quota_____________________________ Setting a maximum length for your voice messages 13-10 USING TELEVANTAGE Sending a message directly to a users voicemail ______________ C HAPTER 13. MANAGING VOICE MESSAGES Knowing when you have new messages _____________________ System tray button Number in navigation pane 13-12 USING TELEVANTAGE Stutter dial tone Message waiting light New message sound E-mail, pager, and call notifications Setting up e-mail notification Setting up pager notification 13-14 USING TELEVANTAGE Setting up call notifications C HAPTER 13. MANAGING VOICE MESSAGES Scheduling notifications Schedule entries 13-16 USING TELEVANTAGE C HAPTER 13. MANAGING VOICE MESSAGES 13-18 USING TELEVANTAGE Managing greetings_______________________________________ Greetings for situations other than voicemail Space for greetings C HAPTER 13. MANAGING VOICE MESSAGES Greetings and personal status The Greetings folder The active greeting 13-20 USING TELEVANTAGE The personal status default greet ing Greeting hierarchy Recording a new greeting E-mailing a greeting C HAPTER 13. MANAGING VOICE MESSAGES Playing a greeting into a call Page CHAPTER 14 U SING 14-2 USING TELEVANTAGE The Call Log folder______________ _________ _________ ________ Call Log folder filters Call Log folder columns CHAPTER 14. USING THE CALL LOG FOLDER 14-3 14-4 USING TELEVANTAGE CHAPTER 14. USING THE CALL LOG FOLDER 14-5 Viewing call details 14-6 USING TELEVANTAGE Call Details columns CHAPTER 14. USING THE CALL LOG FOLDER 14-7 Searching for Call Log entries 14-8 USING TELEVANTAGE Viewing a calls history ____________________________________ Taking notes on a Call Log entry ____________________________ Associating a call from Unknown with a contact _____________ Returning a call in the Call Log folder ________________________ CHAPTER 14. USING THE CALL LOG FOLDER 14-9 Entering an account code for a Call Log entry_________________ Opening the contact record from a contacts call ______________ Listening to a recorded call from the Call Log _________________ 14-10 USING TELEVANTAGE Sharing the Call Log ______________________________________ Reporting on the Call Log __________________________________ Exporting the Call Log_____________________________________ Page Page C ALL FORWARDING L 15-2 USING TELEVANTAGE About call forwarding and routing lists_______________________ Call forwarding and Where I Am CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-3 Forwarding calls _________________________________________ Forwarding calls by using the telephone commands Forwarding calls in ViewPoint 15-4 USING TELEVANTAGE CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-5 15-6 USING TELEVANTAGE Receiving forwarded ACD workgroup calls Placing calls at another users extension Call forwarding and voicemail Forwarding calls over Centrex or PBX trunks CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-7 Using routing lists________________________________________ Routing lists for individual callers How routing lists move from action to acti on 15-8 USING TELEVANTAGE Caller options while following a routing list The Routing Lists folder The Standard routing list CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-9 The active routing list The personal status default ro utin g list 15-10 USING TELEVANTAGE Creating a new routing list CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-11 15-12 USING TELEVANTAGE Final action Description CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-13 Final action Description 15-14 USING TELEVANTAGE Handling busy station calls differently than calls not answered Using Final action if the station is busy and Camp on station Routing calls to workgroups CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-15 Using greetings with routing list final actions 15-16 USING TELEVANTAGE When to use a specific gree ting wi th a rout ing list MANAGING CONTACTS AND W 16-2 USING TELEVANTAGE About contact management and TeleVantag e__________________ The Contacts fold er_______________________________________ Using contacts folders CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-3 Private and public contacts Viewing shared contacts Changing double-click behavior Using the Index buttons for quick access Searching for contacts Managing contacts________________________________________ Entering a new contact CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-5 Entering a contact's name and basic i nform ation 16-6 USING TELEVANTAGE Entering a contact's phone number s an d addre sses CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-7 Recording a voice title for a contact Placing calls to your contacts Sharing your contacts Teaching TeleVantage to recognize your contacts______________ 16-8 USING TELEVANTAGE Identifying contacts by name CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-9 Adding phone numbers for contact recog nition Deleting a number from the Incoming Caller ID list Associating a call or Caller ID number with a contact 16-10 USING TELEVANTAGE CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-11 Understanding name and number on Caller ID 16-12 USING TELEVANTAGE Using contact PINs for guaranteed recognition Opening contacts from within other folders ___________________ CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-13 Using contacts in another contact manager___________________ Using the TeleVantage Contact Manager Assistant Importing contacts from other contact managers into TeleVantage Exporting contacts from Mi crosoft Outlook 16-14 USING TELEVANTAGE Using workgroups ________________________________________ CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-15 Personal and public workgroups The Workgroups folder Creating a workgroup 16-16 USING TELEVANTAGE Having a workgroup appear as an Extensions tab CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-17 Page USING CALL RULES 17-2 USING TELEVANTAGE About call rules __________________________________________ Call Rules overview Distinguishing which incoming calls activate the call rule Determining how the call rule handles calls CHAPTER 17. USING CALL RULES 17-3 The Call Rules folder 17-4 USING TELEVANTAGE Creating a new call rule____________________________________ CHAPTER 17. USING CALL RULES 17-5 Combining caller and schedule conditions Setting caller conditions 17-6 USING TELEVANTAGE Setting schedule conditions CHAPTER 17. USING CALL RULES 17-7 Specifying custom hours 17-8 USING TELEVANTAGE Selecting how a call rule handles a call Enabling or disabling a call rule _____________________________ CHAPTER 17. USING CALL RULES 17-9 Choosing the priority of a call rule __________________________ How TeleVantage resolves call rule setting confli cts 17-10 USING TELEVANTAGE Ignoring all call rules ______________________________________ CHAPTER 18 C USTOMIZING VIEW P 18-2 USING TELEVANTAGE About customizing ViewPoint________________ _____________ __ Guide to the Options dialog box CHAPTER 18. CUSTOMIZING VIEWPOINT 18-3 18-4 USING TELEVANTAGE CHAPTER 18. CUSTOMIZING VIEWPOINT 18-5 Customizing telephone behavior________________________ ____ Specifying your phone type Recording a voice title 18-6 USING TELEVANTAGE Changing the language of telephone command prompts Customizing or turning off call announcing CHAPTER 18. CUSTOMIZING VIEWPOINT 18-7 18-8 USING TELEVANTAGE Customizing or turning off call waiting Displaying Caller ID on a phone CHAPTER 18. CUSTOMIZING VIEWPOINT 18-9 Turning ringback for calls on hold on and off Changing your personal Operator Customizing your listing in the dial-by-name directory 18-10 USING TELEVANTAGE Customizing how long your phone rings CHAPTER 18. CUSTOMIZING VIEWPOINT 18-11 Changing ring patterns Enabling and disabling hands-free answering 18-12 USING TELEVANTAGE Enabling and disabling voice-first answering Customizing your hold music CHAPTER 18. CUSTOMIZING VIEWPOINT 18-13 Configuring a digital feature phone__________________________ 18-14 USING TELEVANTAGE CHAPTER 18. CUSTOMIZING VIEWPOINT 18-15 TeleVa nt age featu res yo u can ma p to di git a l phone b utto ns recording the call. Feature Description again makes you Available. 18-16 USING TELEVANTAGE Customizing incoming call behavior _________________________ CHAPTER 18. CUSTOMIZING VIEWPOINT 18-17 Customizing ISDN outbound Caller ID _______________________ 18-18 USING TELEVANTAGE CHAPTER 18. CUSTOMIZING VIEWPOINT 18-19 Customizing SIP accounts_________________________________ 18-20 USING TELEVANTAGE Customizing voice message behavior________________________ Turning off stutter dial tone Enabling a message waiting light Setting voice message playback order Playing a sound when a new message arrives Customizing ViewPoint for Operators________________________ 18-22 USING TELEVANTAGE Customizing the ViewPoint display __________________________ Showing or hiding ViewPoint window elements Defining double-click behavior in the Contacts folder Customizing columns Showing and hiding columns Moving columns Resizing columns Sorting by column 18-24 USING TELEVANTAGE Keeping columns in view when you scroll horizontally Changing the font of a ViewPoint folder Changing how names are displayed Hiding and showing toolbar buttons in a folder CHAPTER 18. CUSTOMIZING VIEWPOINT 18-25 Enhancing ViewPoint with Add-ins __________________________ Managing Add-ins 18-26 USING TELEVANTAGE Using the Reverse Phone Number Lookup sample Add-in Using the Desktop Alert Add-in CHAPTER 18. CUSTOMIZING VIEWPOINT 18-27 Customizing the Desktop Alert Add-in 18-28 USING TELEVANTAGE Using the TeleVantage Instant Messaging Add-in CHAPTER 18. CUSTOMIZING VIEWPOINT 18-29 Other customization options _______________________________ Feature Description See Page Page Page APPENDIX A T R Call announcing commands _______________________________ Call announcing commands 1 2 3 4 Call handling commands __________________________________ APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-3 Quick call commands_____________________________________ *0 *18 *17 *16 Page APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-5 Quick call commands for call center agents *14 *50 *51 *52 Voicemail/Account menu __________________________________ Logging on Logging on from a remote location *53 *54 Voicemail/Account menu commands Summary of Commands 1 2 3 4 Page W ORKING CENTER QUEUE B-2 USING TELEVANTAGE Whether this chapter applies to you _________________________ Starting and ending your shift, and taking breaks ______________ Starting your shift APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-3 Ending your shift What call center agents need to know to get t he job done_______ B-4 USING TELEVANTAGE Working at different phones ________________________________ APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-5 Signing in and out of a queue ______________________________ To sign in or out of a queue Using ViewPoint Using the telephone Seeing whether you are signed in or out of a queue Receiving and handling queue calls _________________________ Viewing your position in the queue Being monitored or coached by a supervisor APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-7 Having your calls record ed Using the Call Monitor tabs B-8 USING TELEVANTAGE Wrap-up time Terminating your wrap-up time early Viewing queue activity Placing calls from a queue _________________________________ APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-9 Determining whom you are calling as Popping up caller information ______________________________ Working remotely ________________________________________ Page S UPERVISING Q C-2 USING TELEVANTAGE About supervising queues in ViewPoint ______________________ Exempting supervisors from receiving queue calls Viewing current queue calls ________________________________ APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-3 Monitoring queue statistics ________________________________ Viewing queue statistics in the Queue Monitor folder The Agents pane C-4 USING TELEVANTAGE APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-5 queue and so is not taking calls from this queue. C-6 USING TELEVANTAGE APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-7 C-8 USING TELEVANTAGE The Queue Statisti cs pane APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-9 C-10 USING TELEVANTAGE APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-11 C-12 USING TELEVANTAGE When statistics are reset When statistics are refreshed Statistic type When reset APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-13 About agents personal status and state Monitoring the position of agents in the queue C-14 USING TELEVANTAGE Algorithm Agent positions APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-15 Algorithm Agent positions Enabling and disabling the Distribution Order c olumn C-16 USING TELEVANTAGE Monitoring queue statistics using the phone Supervising other agents calls _____________________________ *55 Queue Statistics APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-17 How monitoring and coaching appear in the Call Mo nitor Viewing when agents are being monitored C-18 USING TELEVANTAGE Managing agents status ___________________________________ Signing agents in or out of a queue Signing agents in or out using ViewPoint Signing agents in or out using the Administrator APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-19 Changing an agents personal status C-20 USING TELEVANTAGE Managing a queues voice mailbox __________________________ Managing queue voice messages on the telephone APPENDIX D W ORKING W A PPENDIX C D-2 USING TELEVANTAGE About participating in an ACD workgroup_____________________ Use of the TeleVantage V iewPoint Marking yourself ready and unavailable ______________________ APPENDIX D. WORKING AS AN AGENT IN AN ACD WORKGROUP D-3 Using the Call Monitor ____________________________________ Receiving a call __________________________________________ D-4 USING TELEVANTAGE Placing ACD workgroup calls_______________________________ Taking a break ___________________________________________ Listening to the ACD workgroups voicemail __________________ Viewing the ACD workgroups contacts and Call Log ___________ APPENDIX E U SING RECORDING BROWSER Running the Archived Recording Browser____________________ E-2 USING TELEVANTAGE Searching for recordings __________________________________ Starting a new search A PPENDIX E. USING THE TELE V E-4 USING TELEVANTAGE Search criteria A PPENDIX E. USING THE TELE V E-6 USING TELEVANTAGE A PPENDIX E. USING THE TELE V E-8 USING TELEVANTAGE Saving your current search Loading a saved search Managing individual recordings_____________________________ A PPENDIX E. USING THE TELE V Acting on archived call recordings __________________________ E-10 USING TELEVANTAGE A PPENDIX E. USING THE TELE V Checking the archive for missing audio files __________________ Purging archived recordings _______________________________ E-12 USING TELEVANTAGE Importing a recording archive from TeleVantage 6.x ____________ U SING SOFTPHONE F-2 USING TELEVANTAGE About the TeleVantage H.323 SoftPhone______________________ Recommended USB phones A PPENDIX F. U SING THE TELE V SoftPhone requirements Defining the TeleVantage SoftPhone as your external station ____ F-4 USING TELEVANTAGE Using the TeleVantage SoftPhone ___________________________ Starting the TeleVantage Sof tPhone A PPENDIX F. U SING THE TELE V Showing the SoftPhone keypad window Placing a call with the SoftPhone Configuring the TeleVantage SoftPhone______________________ F-6 USING TELEVANTAGE Adjusting microphone and speaker volume Setting preferences Setting call restrictions A PPENDIX F. U SING THE TELE V Keeping the keypad window always on top Using the stand-alone SoftPhone ___________________________ Configuring the stand-alone SoftPhone F-8 USING TELEVANTAGE SoftPhone notes _________________________________________ U SING G-2 USING TELEVANTAGE About the CounterPath SIP softphones_______________________ About the eyebeam SIP softphone___________________________ APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-3 Recommended USB phones Before installing the eyeBeam softphone_____________________ If you have an external station If you dont have an external st a tion G-4 USING TELEVANTAGE Installing and configuring the eyeBeam SIP softphone__________ APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-5 G-6 USING TELEVANTAGE Launching the eyeBeam softphone __________________________ APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-7 G-8 USING TELEVANTAGE Using CounterPath SIP softphones with TeleVantage ___________ eyeBeam softphone Pocket PC APPENDIX G. U SING THE COUNTERPATH SIP SOFTPHONES G-9 eyeBeam softphone Pocket PC APPENDIX H L OGGING O N S H-2 USING TELEVANTAGE Using the /station command Syntax Examples APPENDIX I REPORTING PROBLEMS Using the Problem Report Wizard ___________________________ I-2 USING TELEVANTAGE Reporting a problem that involves a specific call Reporting other problems I Symbols Numerics A B C Page Page Page D E F G H I J L M N O P Page Q R S T U V W