Vertical Communications TeleVantage 7.5 manual

About TeleVantage ViewPoint_______________________________

The TeleVantage ViewPoint application provides a central place to manage your calls, voicemail, contacts and TeleVantage account in an easy-to-use, graphical Windows interface. In ViewPoint you can quickly and easily drag and drop to transfer or conference calls, point and click to hear voice messages or call people back, set up call rules and “follow me” call forwarding to handle important callers, monitor call center queues, and more.

See your TeleVantage system administrator about installing ViewPoint on your computer.

Without ViewPoint, you can still access many TeleVantage functions by using the telephone commands. For details, see Chapter 3 through Chapter 6 and the “Telephone Commands Quick Reference” in Appendix A.

Using ViewPoint in Spanish, German, French Parisian or French Canadian

You can have the TeleVantage ViewPoint interface display in Spanish, German, French Parisian or French Canadian. To do so, use the Windows Control Panel to set your Windows Regional Settings to the desired language. You will need to restart ViewPoint if it was open.

Using ViewPoint from any web browser ______________________

TeleVantage ViewPoint Web Access is a version of TeleVantage ViewPoint that you can access through your Web browser. If your office has ViewPoint Web Access set up, you can use it to access TeleVantage features from any location on the Internet.

To access ViewPoint Web Access, type its Internet address in your Web browser. See your TeleVantage system administrator for the address.

In most cases, the instructions in this manual also apply to ViewPoint Web Access. You can also use ViewPoint Web Access’s context-sensitive online Help for specific instructions about a ViewPoint Web Access folder.

8-2	USING TELEVANTAGE

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Vertical Communications TeleVantage 7.5 manual About TeleVantage ViewPoint, Using ViewPoint from any web browser

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 TeleVantage ViewPoint application Using TeleVantage ViewPoint Web AccessUsing the Tapi Service Provider and the CMA Access Feature comparison tableViewPoint Feature Getting technical support TeleVantage documentation TeleVantage documentation setOrdering printed documentation Accessing online documentation Online Help Html books Introducing Televantage Page Recording Your Voice Title and Voicemail Greeting About creating your voice title and voicemail greeting Recording your voice titleTo record a voice title on the phone Recording your voicemail greeting To record a new greetingPage Using the Telephone Page Placing Calls on the Phone Using a phone other than your own Using an IP phoneAbout placing calls on the phone 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 Placing calls to an IP address Placing a page or intercom callDisabling call waiting for a call Requirements for receiving a page or intercom call Paging and intercom considerationsBlocking pages and intercom with Do Not Disturb Page Answering and Handling Calls on the Phone Answering TeleVantage calls Using the Flash button on your phoneAbout answering and handling calls on the phone Call announcing Call waiting How TeleVantage gets the recording of the caller’s nameCall waiting options 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 Call-handling commands Flash + Call-handling CommandsPutting a call on hold 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 line appearances Using PDNsUsing SDNs 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 Knowing when you have new voice messages If voice messages disappear from your foldersCustomizing voice message playback order Voice message telephone commands Voice Message Commands Use while or after a message playsListening to and managing your voicemail Forwarding a voice message Deleting and undeleting messagesReplying to a voice message To reply to a message Sending a message directly to a user’s voicemail Calling back a voice messageTo call back a voice message Managing your greetings using the phone Commands for Recorded Messages Use after recording a message Greeting Commands Managing your greetingsAvailable space for greetings Turning call forwarding off Forwarding your calls using the phoneTurning call forwarding on Checking your call forwarding number Changing your password Selecting a personal status on the phoneTo select a personal status on the telephone Using Televantage with a Remote Phone About using TeleVantage with a remote phone 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 Placing calls through TeleVantage from a remote phone If your remote phone is stuck on a TeleVantage sessionTo place a call through TeleVantage from a remote phone Using TeleVantage ViewPoint remotely Using redial and other quick call commands when loggedUsing the redial command after logging on Using ViewPoint remotely with a phone Associating Viewpoint with a remote numberTo associate ViewPoint with a remote number Using an external station Imitating a station at a remote numberTo imitate a station on calls routed to your remote phone 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 Resetting ViewPoint so that login is required Logging on to ViewPointTo 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 Changing your password Logging on with command-line switchesLogging on with new logon options 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 Locking ViewPoint window elements Customizing the ViewPoint displayNavigation Pane FolderDescription Working in multiple folders Using Index buttons to find items quickly Adding the Calls Pane to any open folderAdding the Phonebook Pane to the Call Monitor folder 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 Using the audio controls Using voice message bookmarksCreating recordings and playing voice messages Importing and exporting TeleVantage items Importing and exporting voice filesImporting and exporting contacts To import contacts from a .CSV file Using Televantage Viewpoint To export contacts to a .CSV file Exporting the Extensions list Exporting the Call Log 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 Setting personal status defaults Using the Where I Am defaultTo 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 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 Selecting and acting on a call in the Call Monitor folder Call ownershipTo display the Call Monitor folder automatically 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 Blind, supervised, and direct-to-voicemail transfers To transfer a call11-11 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 If no one answers the parked call To park a callTo answer a parked call from any ViewPoint program Disconnecting a call while staying on the phone Muting a callPlaying a callers name Preventing certain calls from ringing your phone Viewing a call’s historyAdding notes to a call Incoming call indicators Customized ring patternsOther options for incoming calls 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 Entering My Numbers To enter a number or address in the My Numbers list12-4 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 Using dialing services Entering a phone numberEntering a Centrex or a PBX extension Checking a number Entering an IP addressTo check a phone number Displaying the Call Monitor when you place a call Redialing numbers and returning callsCreating Windows shortcuts to speed-dial a number 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 Supervising other users’ calls Transferring a conference callEnding a conference call Using the TeleVantage or eyeBeam softphones To supervise another user’s call using ViewPointTo supervise another user’s call using the telephone Page Managing Voice Messages in Viewpoint About managing voice messages in ViewPoint Voicemail folderVoicemail folders Viewing shared voice message folders Archiving voice messages and call recordingsManaging thousands of voice messages or call recordings Viewing custom data Listening to your voice messages and call recordings Handling your voice messagesListening to a voice message as it is being left 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 Knowing when you have new messages System tray buttonNumber in navigation pane 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 Managing greetings Greetings for situations other than voicemailSpace for greetings Greetings folder Greetings and personal statusActive greeting 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 Call Log folder filtersCall Log folder columns 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 Entering an account code for a Call Log entry Opening the contact record from a contact’s callListening to a recorded call from the Call Log 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 Using routing lists Routing lists for individual callersHow routing lists move from action to action 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 Final action Description Take a message. The call is sent to your voicemailHang up Call is disconnected 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 Using contacts folders About contact management and TeleVantageContacts folder 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 Associating a call or Caller ID number with a contact Adding phone numbers for contact recognitionDeleting a number from the Incoming Caller ID list 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 Personal and public workgroups Workgroups folderCreating a workgroup 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 To enable or disable a call rule Enabling or disabling a call ruleSelecting how a call rule handles a call How TeleVantage resolves call rule setting conflicts Choosing the priority of a call ruleTo set the priority of a call rule Ignoring all call rules Customizing Viewpoint Tab Field See About customizing ViewPointGuide to the Options dialog box Personal Voice Messages 18-3 Password ViewPointChange 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 Customizing or turning off call waiting Displaying Caller ID on a phoneTo customize call waiting or turn it off 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 Customizing the Desktop Alert Add-in To customize desktop alerts18-27 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 Voicemail/Account menu Logging onLogging on from a remote location Voicemail/Account menu commands Summary of CommandsVoice messages Inbox folder Voice messages Saved folder Personal Status commands Working AS AN Agent in a Call Center Queue Whether this chapter applies to you Starting and ending your shift, and taking breaksStarting your shift What call center agents need to know to get the job done Ending your shiftTaking a break Working at different phones Signing in and out of a queue Using ViewPointUsing the telephone To sign in or out of a queue Receiving and handling queue calls Viewing your position in the queueBeing monitored or coached by a supervisor 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 About supervising queues in ViewPoint Viewing current queue callsExempting supervisors from receiving queue calls Monitoring queue statistics Viewing queue statistics in the Queue Monitor folderAgents pane 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 Monitoring queue statistics using the phone Supervising other agents’ callsQueue Statistics 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 About participating in an ACD workgroup Marking yourself ready and unavailableUse of the TeleVantage ViewPoint 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 Using the Televantage Archived Recording Browser Running the Archived Recording BrowserTo run the Archived Recording Browser Searching for recordings Starting a new searchTo start a new search Appendix E. Using the Televantage Archived Recording Browser 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 Managing individual recordings Saving your current searchLoading a saved 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 Adjusting microphone and speaker volume Setting preferencesSetting call restrictions Using the stand-alone SoftPhone Configuring the stand-alone SoftPhoneKeeping the keypad window always on top SoftPhone notes Using the Counterpath SIP Softphones About the CounterPath SIP softphones About the eyebeam SIP softphone Before installing the eyeBeam softphone If you have an external stationIf 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 Transfer FlashMute Record Logging on with COMMAND-LINE Switches Command line switches for ViewPoint are Using the /station command SyntaxExamples 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