Vertical Communications TeleVantage 7.5 guide

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.

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#97-6603B Edition 7.5 July 2006

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Vertical Communications TeleVantage 7.5 manual #97-6603B Edition 7.5 July

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 10-2 10-310-5 10-6 11-6 11-711-8 11-9 12-13 12-1412-15 13-2 13-19 13-2013-21 14-2 15-15 16-216-3 16-4 17-10 18-218-5 18-6 18-28 18-29 Appendix E. Using the TeleVantage Archived Recording Browser Appendix H. Logging On with Command-Line Switches Page Getting Started Page Chapter Contents Introducing Televantage Accessing TeleVantage Using the telephoneUsing the Flash command About TeleVantage Using TeleVantage ViewPoint Web Access Using the TeleVantage ViewPoint applicationUsing the Tapi Service Provider and the CMA Feature comparison table ViewPoint FeatureAccess Getting technical support TeleVantage documentation set TeleVantage documentationOrdering printed documentation Accessing online documentation Online Help Html books Introducing Televantage Page Recording Your Voice Title and Voicemail Greeting Recording your voice title About creating your voice title and voicemail greetingTo record a voice title on the phone Recording your voicemail greeting To record a new greetingPage Using the Telephone Page Placing Calls on the Phone Using an IP phone Using a phone other than your ownAbout placing calls on the phone Entering account codes when placing calls Dialing internal and external numbersIf you are prompted to enter an account code To dial an internal number Dialing by name Dialing a user’s voicemail directlyEntering an account code during or before a call To enter an account code Placing calls while you are already on a call Placing calls with * options Placing a page or intercom call Placing calls to an IP addressDisabling call waiting for a call Paging and intercom considerations Requirements for receiving a page or intercom callBlocking pages and intercom with Do Not Disturb Page Answering and Handling Calls on the Phone Using the Flash button on your phone About answering and handling calls on the phoneAnswering TeleVantage calls Call announcing How TeleVantage gets the recording of the caller’s name Call waitingCall waiting options Using hands-free answering Answering a call at another ringing phoneMultiple calls waiting Receiving a call waiting tone from your telephone company Receiving internal intercom calls with voice-first answering Hands-free answering and routing lists Handling calls with the phone Enabling voice-first answering Flash + Call-handling Commands Call-handling commandsPutting a call on hold Using direct transfer Transferring a callTo perform a blind transfer To perform a supervised transfer About the transfer ring delay Sending a call to voicemailRecording a call Transferring one of multiple calls Creating a conference call Parking a callTo create a conference call by adding parties To create a conference call from separate calls Using digital feature phones Using PDNs Using line appearancesUsing SDNs Using custom-mapped TeleVantage commands Speed Dial with illuminated buttonsPage Managing Voicemail and Your Account with the Phone About managing your account on the phone About voicemailLogging on to your account Voicemail from the caller’s point of view If voice messages disappear from your folders Knowing when you have new voice messagesCustomizing voice message playback order Voice Message Commands Use while or after a message plays Voice message telephone commandsListening to and managing your voicemail Deleting and undeleting messages Replying to a voice messageForwarding a voice message To reply to a message Calling back a voice message Sending a message directly to a user’s voicemailTo call back a voice message Managing your greetings using the phone Commands for Recorded Messages Use after recording a message Managing your greetings Greeting CommandsAvailable space for greetings Forwarding your calls using the phone Turning call forwarding onTurning call forwarding off Checking your call forwarding number Selecting a personal status on the phone Changing your passwordTo select a personal status on the telephone Using Televantage with a Remote Phone About using TeleVantage with a remote phone Phone Features Feature Remote Number External Station Internal Station ViewPoint Features Using TeleVantage from a remote number without ViewPoint Using ** instead of Flash at a remote phoneTips for all remote phone use Placing TeleVantage calls with an IP phone external station Logging on to TeleVantage from a remote number Receiving TeleVantage calls at a remote numberLogging out from a TeleVantage session Logging on from a voicemail greeting If your remote phone is stuck on a TeleVantage session Placing calls through TeleVantage from a remote phoneTo place a call through TeleVantage from a remote phone Using redial and other quick call commands when logged Using TeleVantage ViewPoint remotelyUsing the redial command after logging on Associating Viewpoint with a remote number Using ViewPoint remotely with a phoneTo associate ViewPoint with a remote number Imitating a station at a remote number Using an external stationTo imitate a station on calls routed to your remote phone Disconnecting from a call and remaining on the line Using ViewPointUsing the phone Placing TeleVantage calls from an external station Configuring an external station Using ViewPoint with an external stationTo configure an external station To use ViewPoint with an external station Using Televantage with a Remote Phone Configuring a SIP phone Using a SIP phone Changing your external station number with *17Page Sharing Stations About sharing stations Placing outbound calls from shared stations Distinguishing incoming calls to a shared station Shared stations and personal statusFinding out who is currently logged in at a station Call for announcing promptPage Using ViewPoint Page Using Televantage Viewpoint Using ViewPoint from any web browser About TeleVantage ViewPoint Logging on to ViewPoint Resetting ViewPoint so that login is requiredTo log on to ViewPoint Using ViewPoint with a different phone or Server To change ViewPoint login options Specifying options for a remote number Using ViewPoint with another station or a remote number Choose one of the following options Logging on with command-line switches Changing your passwordLogging on with new logon options Exiting ViewPoint About the Welcome WizardAbout the tip of the day Watching the ViewPoint Quick Tour Menu bar Toolbar Navigation pane Using the navigation bar Using the Folder ListView bar Customizing the navigation pane Status bar Hiding and showing ViewPoint window elements Customizing the ViewPoint display Locking ViewPoint window elementsNavigation Pane FolderDescription Working in multiple folders Adding the Calls Pane to any open folder Using Index buttons to find items quicklyAdding the Phonebook Pane to the Call Monitor folder Using commands in folders Managing folders and itemsLocking the current folder in place Managing items in folders Creating items Deleting voice messages and other itemsTo create an item by copying an existing item To permanently delete a voice message from your Inbox Renaming items Cutting and pasting itemsCopying and pasting items To rename an item Dragging and dropping items From Drag Contact Call FolderVoice Messages Organizing items in folders Dragging and dropping voice messages to other applicationsPrinting items in folders Viewing folders in the Folder List Private and public folders Managing folders Viewing public folders Managing the Deleted folderEmptying the Deleted folder To empty the Deleted folder automatically Sharing folders To share a folder Viewing shared folders Deleting shared items Using voice message bookmarks Using the audio controlsCreating recordings and playing voice messages Importing and exporting voice files Importing and exporting TeleVantage itemsImporting and exporting contacts To import contacts from a .CSV file Using Televantage Viewpoint To export contacts to a .CSV file Exporting the Extensions list Exporting the Call Log Result codes when exporting the Call Log Code ResultPage Using Personal Statuses About personal statuses Using predefined personal statuses Personal Status button in the status barPredefined personal statuses for all users Icon Status Description Predefined personal statuses for call center queue agents Selecting a personal status Selecting a personal status in ViewPoint Modifying a personal status Creating a custom personal statusSelecting a personal status on the phone To modify a personal status To create a custom personal status Using Televantage Personal status and your active settings Personal Statuses folder Changing your active settings Changing your active settings directly Using Personal Statuses Personal status defaults Active settings hierarchy Using the Where I Am default Setting personal status defaultsTo set a personal status to use your defaults Changing the personal status of another user To change another user’s personal status Using the Extensions List Viewing TeleVantage extensions Extensions folder tabs Extensions folder columnsColumn Description Name Personal Status TitleForwarding Location Automatically switching to the Call Monitor Placing calls to an extensionSending an instant message to an extension Instant messaging limitations Using instant messaging Configuring instant messaging optionsChanging another user’s personal status Exporting the Extensions list Receiving and Handling Calls in Viewpoint Using the Call Monitor folder Automatically sorting new calls Call Monitor folder tabs To sort the Call Monitor automatically Using the My Phone tab to handle calls Showing, hiding, and reordering Call Monitor tabsDisplaying calls on the All tab 11-4 Displaying the Call Monitor folder automatically Call Monitor folder panesCall Monitor folder columns Viewing a custom data column in the Call Monitor Call ownership Selecting and acting on a call in the Call Monitor folderTo display the Call Monitor folder automatically Commands while a call is ringing Double-clicking callsTaking the call Sending the call to voicemail Grabbing and holding the call Transferring a call without talking to the caller firstTo grab and hold a call To record a grab-and-hold greeting Commands while you’re on a call Ringback for calls on hold Drag-and-drop transferring To transfer a call Blind, supervised, and direct-to-voicemail transfers11-11 Transfer tips for Operator users To record a call Using the telephone commands Playing recorded audio into a callPrivacy To play a call you just recorded Associating a call with a contact To play audio into a call from the Call MonitorTo play audio into a call from other folders To stop playing audio into a call To park a call If no one answers the parked callTo answer a parked call from any ViewPoint program Muting a call Disconnecting a call while staying on the phonePlaying a callers name Viewing a call’s history Preventing certain calls from ringing your phoneAdding notes to a call Customized ring patterns Incoming call indicatorsOther options for incoming calls Sharing your Call Monitor folder Viewing shared callsPage Placing Calls in Viewpoint Placing calls using the Dial bar To place a call using the Dial barPlacing a call Placing calls with the phone on or off hook Using the Place Call To dialog box To redial a call using the Dial bar To enter a number or address in the My Numbers list Entering My Numbers12-4 12-5 Quick-dialing from ViewPoint folders Speed-dialing by double-clickingTo quick-dial Use this folder Extensions Placing calls using drag-and-drop Placing calls by using other contact managersCamping on a busy user’s extension To camp on a busy extension Entering a phone number Using dialing servicesEntering a Centrex or a PBX extension Entering an IP address Checking a numberTo check a phone number Redialing numbers and returning calls Displaying the Call Monitor when you place a callCreating Windows shortcuts to speed-dial a number To create a speed dial shortcut 12-11 Creating conference calls Adding parties to a conference Conferencing multiple active calls together Muting individual conference partiesAdding parties to a conference by dragging and dropping To conference separate existing calls together Transferring a conference call Supervising other users’ callsEnding a conference call To supervise another user’s call using ViewPoint Using the TeleVantage or eyeBeam softphonesTo supervise another user’s call using the telephone Page Managing Voice Messages in Viewpoint Voicemail folder About managing voice messages in ViewPointVoicemail folders Archiving voice messages and call recordings Managing thousands of voice messages or call recordingsViewing shared voice message folders Viewing custom data Handling your voice messages Listening to your voice messages and call recordingsListening to a voice message as it is being left To forward a voice message To reply to all recipients of a message Calling back the person who left a voice message Mailing a voice messagePlaying a voice message into a call Opening the contact record from a voice message Deleting voice messages Associating a voice message from Unknown with a contactMarking a voice message Unheard Deleting a message permanently Managing call recordings Marking a voice message Urgent or PrivateAdding notes to a voice message Moving a voice message to another application Setting a maximum length for your voice messages Sharing your voice messagesManaging your voicemail quota To view the amount of space remaining in your mailbox Sending a message directly to a user’s voicemail System tray button Knowing when you have new messagesNumber in navigation pane Setting up e-mail notification Stutter dial toneMessage waiting light New message sound Setting up pager notification 13-13 Setting up call notifications 13-14 Scheduling notifications Schedule entries To define a schedule for notifications 13-16 13-17 Greetings for situations other than voicemail Managing greetingsSpace for greetings Greetings and personal status Greetings folderActive greeting Personal status default greeting Greeting hierarchyRecording a new greeting Mailing a greeting Playing a greeting into a call Page Using the Call LOG Folder Call Log folder filters Call Log folderCall Log folder columns Account Code Answered ByCallback number Called Number Number Placed ByRecorded by Queue Viewing call details To DeviceTo Number Wait Time Access Code Call Details columnsEnd Time Answered Time Searching for Call Log entries Device Viewing a call’s history Taking notes on a Call Log entryAssociating a call from Unknown with a contact Returning a call in the Call Log folder Opening the contact record from a contact’s call Entering an account code for a Call Log entryListening to a recorded call from the Call Log Sharing the Call Log Reporting on the Call LogExporting the Call Log To play a call recording Advanced TeleVantage Features Page Call Forwarding and Routing Lists Page Forwarding calls by using the telephone commands Forwarding callsForwarding calls in ViewPoint To turn call forwarding on 15-4 To turn call forwarding off in ViewPoint 15-5 Receiving forwarded ACD workgroup calls Placing calls at another user’s extensionCall forwarding and voicemail Forwarding calls over Centrex or PBX trunks Routing lists for individual callers Using routing listsHow routing lists move from action to action Mobile phone issues with routing lists Routing Lists folderCaller options while following a routing list Standard routing list Personal status default routing list Active routing listTo make a routing list the active routing list 15-9 Creating a new routing list 15-11 Take a message. The call is sent to your voicemail Final action DescriptionHang up Call is disconnected Transfer to an extension Transfer to otherVoicemail Pause and repeat Routing calls to workgroups Using greetings with routing list final actions When to use a specific greeting with a routing list 15-16 Managing Contacts Workgroups About contact management and TeleVantage Using contacts foldersContacts folder Using the Index buttons for quick access Private and public contactsChanging double-click behavior Searching for contacts Managing contacts Entering a new contact Entering a contacts name and basic information 16-5 Entering a contacts phone numbers and addresses 16-6 Teaching TeleVantage to recognize your contacts Placing calls to your contactsSharing your contacts Recording a voice title for a contact Identifying contacts by name Adding phone numbers for contact recognition Associating a call or Caller ID number with a contactDeleting a number from the Incoming Caller ID list To associate a call with a contact 16-10 Understanding name and number on Caller ID Using contact PINs for guaranteed recognition Opening contacts from within other foldersExamples To enter a contact PIN Using contacts in another contact manager Using the TeleVantage Contact Manager AssistantExporting contacts from Microsoft Outlook To run the Contact Manager Assistant CMA Using workgroups Importing contacts into TeleVantage Workgroups folder Personal and public workgroupsCreating a workgroup Having a workgroup appear as an Extensions tab 16-17 Page Using Call Rules About call rules Call Rules overviewDistinguishing which incoming calls activate the call rule Determining how the call rule handles calls Call Rules folder Examples of how you can use call rules Creating a new call rule To create a new call rule Setting caller conditions Combining caller and schedule conditions Setting schedule conditions To set a schedule condition Specifying custom hours To have the call rule activate on a daily or weekly basisTo have the call rule activate on an individual date 17-7 Enabling or disabling a call rule To enable or disable a call ruleSelecting how a call rule handles a call Choosing the priority of a call rule How TeleVantage resolves call rule setting conflictsTo set the priority of a call rule Ignoring all call rules Customizing Viewpoint About customizing ViewPoint Guide to the Options dialog boxTab Field See Personal Voice Messages 18-3 ViewPoint PasswordChange Customizing telephone behavior Specifying your phone typeRecording a voice title To record a voice title in ViewPoint Changing the language of telephone command prompts To change the telephone commands languageCustomizing or turning off call announcing To customize call announcing or turn it off 18-7 Displaying Caller ID on a phone Customizing or turning off call waitingTo customize call waiting or turn it off Turning ringback for calls on hold on and off Changing your personal OperatorCustomizing your listing in the dial-by-name directory To turn ringback on and off Customizing how long your phone rings To customize your dial-by-name listing Changing ring patterns Enabling and disabling hands-free answering Enabling and disabling voice-first answering Customizing your hold music Configuring a digital feature phone To configure a digital feature phone 18-14 TeleVantage features you can map to digital phone buttons Feature DescriptionAccess Voice Mail Another user. Prompts for password Customizing incoming call behavior Parameter column to select the personal statusYou want. The button toggles between that Personal status and Available. See Chapter Customizing Isdn outbound Caller ID 18-18 Customizing SIP accounts To create a personal SIP account Setting voice message playback order Playing a sound when a new message arrivesCustomizing voice message behavior Turning off stutter dial tone Customizing ViewPoint for Operators Customizing the ViewPoint display Showing or hiding ViewPoint window elementsDefining double-click behavior in the Contacts folder Customizing columns Moving columns Resizing columnsSorting by column To show or hide columns in a ViewPoint folder Keeping columns in view when you scroll horizontally Changing the font of a ViewPoint folderChanging how names are displayed Hiding and showing toolbar buttons in a folder Enhancing ViewPoint with Add-ins Managing Add-ins Using the Reverse Phone Number Lookup sample Add-in Using the Desktop Alert Add-in To customize desktop alerts Customizing the Desktop Alert Add-in18-27 Using the TeleVantage Instant Messaging Add-in Feature Description See Other customization optionsPage Appendices Page Telephone Commands Quick Reference Call announcing commandsCall announcing commands Voicemail, so hanging up is the same as pressing Call handling commands Call Handling Commands Quick call commands Quick call commands Hearing it. See your system administrator for the ID See the next table for a list of quick call commands forDisable call waiting for the next call Unblock restore outbound Caller ID for the next call Quick call commands for call center agents Logging on Voicemail/Account menuLogging on from a remote location Summary of Commands Voicemail/Account menu commandsVoice messages Inbox folder Voice messages Saved folder Personal Status commands Working AS AN Agent in a Call Center Queue Starting and ending your shift, and taking breaks Whether this chapter applies to youStarting your shift Ending your shift What call center agents need to know to get the job doneTaking a break Working at different phones Using ViewPoint Using the telephoneSigning in and out of a queue To sign in or out of a queue Viewing your position in the queue Receiving and handling queue callsBeing monitored or coached by a supervisor Using the Call Monitor tabs Having your calls recorded To place calls as a queue using ViewPoint Placing calls from a queueWrap-up time Viewing queue activity To place calls as a queue using the telephone Popping up caller informationWorking remotely Determining whom you are calling asPage Supervising a Call Center Queue Viewing current queue calls About supervising queues in ViewPointExempting supervisors from receiving queue calls Viewing queue statistics in the Queue Monitor folder Monitoring queue statisticsAgents pane Agents Pane Information AvailabilityPersonal Status icon Distribution Order Agent State Time in State Calls answeredCalls placed Time on calls Forced Break Inbound CallsLongest wrap-up No Answer Queue Statistics pane Queue Statistics PaneCurrent Status Queue status Agents on break Agents readyAvailable Calls waiting Avg. talk time Calls to voicemailTotal talk time Longest time Combined Statistics Calls attempted When statistics are reset When statistics are refreshedStatistic type When reset To change the Queue Monitor refresh rate About agents’ personal status and state Monitoring the position of agents in the queue Algorithm Agent positions Top downRound robin Fewest calls To enable or disable the Distribution Order column Enabling and disabling the Distribution Order column Supervising other agents’ calls Monitoring queue statistics using the phoneQueue Statistics Viewing when agents are being monitored How monitoring and coaching appear in the Call Monitor Signing agents in or out using ViewPoint Signing agents in or out using the AdministratorManaging agents’ status Signing agents in or out of a queue Changing an agent’s personal status To change an agent’s personal status Managing a queue’s voice mailbox Managing queue voice messages on the telephone Appendix Contents Working AS AN Agent in AN ACD Workgroup Marking yourself ready and unavailable About participating in an ACD workgroupUse of the TeleVantage ViewPoint Using the Call Monitor Receiving a call Placing ACD workgroup calls Taking a breakListening to the ACD workgroup’s voicemail Viewing the ACD workgroup’s contacts and Call Log Running the Archived Recording Browser Using the Televantage Archived Recording BrowserTo run the Archived Recording Browser Starting a new search Searching for recordingsTo start a new search Appendix E. Using the Televantage Archived Recording Browser Search criteria Tab Field DescriptionIf your system archives mailbox recordings from more than Select a specific Server from the drop-down list Each field, see Using the Call Log view To limit your search to a specific time period, select thisCheckbox, and then select a time period from the drop-down Provided, or click To select a date from a calendar Field’s contents-the criteria From Equals Use to search based on the numeric contentsField. For example, to search for recordings Calls from Kevin McDonough, add the criteria Where 555 appears anywhere in the number On the contents of a time-based field Call Duration, HoldUse to search based on wildcard characters That represent one or more other characters Saving your current search Managing individual recordingsLoading a saved search Acting on archived call recordings To act on archived recordings Using Televantage Checking the archive for missing audio files Purging archived recordingsTo check the archive for missing audio files To purge archived recordings Importing a recording archive from TeleVantage Using the Televantage H.323 Softphone About the TeleVantage H.323 SoftPhone Recommended USB phones Defining the TeleVantage SoftPhone as your external station SoftPhone requirements Using the TeleVantage SoftPhone Starting the TeleVantage SoftPhone Configuring the TeleVantage SoftPhone Showing the SoftPhone keypad windowPlacing a call with the SoftPhone Exiting the SoftPhone Setting preferences Adjusting microphone and speaker volumeSetting call restrictions Configuring the stand-alone SoftPhone Using the stand-alone SoftPhoneKeeping the keypad window always on top SoftPhone notes Using the Counterpath SIP Softphones About the CounterPath SIP softphones About the eyebeam SIP softphone If you have an external station Before installing the eyeBeam softphoneIf you don’t have an external station Installing and configuring the eyeBeam SIP softphone To install and configure an eyeBeam softphone Appendix G. Using the Counterpath SIP Softphones Launching the eyeBeam softphone GSM Appendix G. Using the Counterpath SIP Softphones Using CounterPath SIP softphones with TeleVantage EyeBeam Pocket PC Feature Directions Softphone Conferencing Hold Flash MuteTransfer Record Logging on with COMMAND-LINE Switches Command line switches for ViewPoint are Syntax Using the /station commandExamples Reporting Problems Using the Problem Report Wizard Reporting a problem that involves a specific call Reporting other problems Symbols Numerics 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