Vertical Communications TeleVantage 7.5 instruction

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Vertical Communications TeleVantage 7.5 manual

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