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Page 1 SING ANTAGE ANTAGE...
Page 3 COPYRIGHT © 2006 Vertical Communications, Inc. All rights reserved. This manual and the software described in it are copyrighted with all rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system or translated into any language in any form by any means without the written permission of Vertical Communications, Inc.
Page 4 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...
Page 5: Table Of Contents
Getting Started Chapter 1. Introducing TeleVantage ..........1-1 About TeleVantage ................1-2 Accessing TeleVantage ................1-2 Using the telephone ................1-2 Using the TeleVantage ViewPoint application........1-3 Using TeleVantage ViewPoint Web Access ........1-3 Using the TAPI Service Provider and the CMA ........ 1-3 Feature comparison table ..............1-4 Getting technical support ..............1-4 TeleVantage documentation ..............1-5...
Page 6 Chapter 4. Answering and Handling Calls on the Phone ....4-1 About answering and handling calls on the phone ....... 4-2 Using the Flash button on your phone ..........4-2 Answering TeleVantage calls ............... 4-2 Call announcing................. 4-2 Call waiting ..................4-3 Answering a call at another ringing phone........
Page 7 Managing your greetings..............5-8 Available space for greetings............5-8 Forwarding your calls using the phone ..........5-9 Turning call forwarding on..............5-9 Turning call forwarding off..............5-9 Checking your call forwarding number ..........5-9 Ignoring your call rules ..............5-9 Sending your calls straight to voicemail with Do Not Disturb ....5-10 Selecting a personal status on the phone ...........5-10 Changing your password ..............5-10 Chapter 6.
Page 8 Using ViewPoint Chapter 8. Using TeleVantage ViewPoint ........8-1 About TeleVantage ViewPoint .............. 8-2 Using ViewPoint in Spanish, German, French Parisian or French Canadian ..................8-2 Using ViewPoint from any web browser ..........8-2 Logging on to ViewPoint ............... 8-3 Using ViewPoint with a different phone or Server ......
Page 9 Viewing public folders..............8-23 Managing the Deleted folder............8-23 Sharing folders ..................8-24 Viewing shared folders..............8-25 Deleting shared items ..............8-25 Using the audio controls..............8-26 Importing and exporting TeleVantage items ........8-27 Chapter 9. Using Personal Statuses..........9-1 About personal statuses................9-2 The Personal Status button in the status bar........9-3 Using predefined personal statuses............9-3 Selecting a personal status ..............9-5 Modifying a personal status ..............9-6...
Page 10 Selecting and acting on a call in the Call Monitor folder ..... 11-6 Call ownership ................. 11-6 Double-clicking calls ............... 11-7 Commands while a call is ringing ............11-7 Taking the call ................11-7 Sending the call to voicemail............11-7 Grabbing and holding the call ............
Page 11 Adding parties to a conference ............. 12-12 Conferencing multiple active calls together ........12-13 Muting individual conference parties..........12-13 Transferring a conference call............12-14 Ending a conference call............... 12-14 Supervising other users’ calls ............12-14 Using the TeleVantage or eyeBeam softphones.......12-15 Chapter 13.
Page 12 The Greetings folder..............13-19 Greeting hierarchy................. 13-20 Recording a new greeting ............. 13-20 E-mailing a greeting ..............13-20 Playing a greeting into a call ............13-21 Chapter 14. Using the Call Log Folder .......... 14-1 The Call Log folder ................14-2 Call Log folder filters................
Page 13 Using greetings with routing list final actions ........ 15-15 Chapter 16. Managing Contacts and Workgroups .......16-1 About contact management and TeleVantage........16-2 The Contacts folder................16-2 Using contacts folders..............16-2 Private and public contacts ............. 16-3 Changing double-click behavior............16-3 Using the Index buttons for quick access ........16-3 Searching for contacts ..............
Page 14 How TeleVantage resolves call rule setting conflicts...... 17-9 Ignoring all call rules ................. 17-10 Chapter 18. Customizing ViewPoint ..........18-1 About customizing ViewPoint ............. 18-2 Guide to the Options dialog box............18-2 Customizing telephone behavior ............18-5 Specifying your phone type............. 18-5 Recording a voice title ..............
Page 15 Using the TeleVantage Instant Messaging Add-in ....... 18-28 Other customization options..............18-29 Appendices Appendix A. Telephone Commands Quick Reference....A-1 Call announcing commands..............A-1 Call handling commands..............A-2 Quick call commands ................A-3 Quick call commands for call center agents ........A-5 Voicemail/Account menu..............
Page 16 Monitoring queue statistics ..............C-3 Viewing queue statistics in the Queue Monitor folder...... C-3 When statistics are reset ..............C-12 When statistics are refreshed............C-12 About agents’ personal status and state........C-13 Monitoring the position of agents in the queue ......C-13 Monitoring queue statistics using the phone........
Page 17 SoftPhone requirements ..............F-3 Defining the TeleVantage SoftPhone as your external station..... F-3 Using the TeleVantage SoftPhone............F-4 Starting the TeleVantage SoftPhone ..........F-4 Showing the SoftPhone keypad window........... F-5 Placing a call with the SoftPhone............F-5 Exiting the SoftPhone................ F-5 Configuring the TeleVantage SoftPhone..........
Page 19: Getting Started
Getting Started...
Page 21 HAPTER HAPTER NTRODUCING ANTAGE HAPTER ONTENTS About TeleVantage ..........1-2 Accessing TeleVantage .
Page 22: About Televantage
About TeleVantage________________________________________ Vertical’s award-winning TeleVantage phone system integrates your telephone and computer to make your telephone a much more powerful tool. You can manage your calls and voicemail by using either your telephone or the TeleVantage ViewPoint program, which runs on your computer.
Page 23: Using The Televantage Viewpoint Application
Using the TeleVantage ViewPoint application TeleVantage ViewPoint gives you access to all of TeleVantage’s features in an easy-to-use Windows interface. With ViewPoint you can point and click to play voice messages, place and receive calls, manage multiple active calls, access contacts and users, and so on. For details about how to use ViewPoint, see Chapter 8 through Chapter 18.
Page 24: Feature Comparison Table
Feature comparison table __________________________________ The following table shows the major features that are available in TeleVantage. If your TeleVantage system does not include some of these features, your TeleVantage system administrator might have made them unavailable to you. ViewPoint Feature Phone ViewPoint Access...
Page 25: Televantage Documentation
TeleVantage documentation________________________________ TeleVantage provides documentation in several easy-to-access online formats that provide the benefits of instant hypertext navigation. This section describes the different TeleVantage documents and how to access them in various formats. Ordering printed documentation You can order printed versions of most TeleVantage documents. To do so, contact your TeleVantage provider.
Page 26: Accessing Online Documentation
Available HTML Acrobat Document Audience in print book TeleVantage QuickStart Guide This small guide provides easy-to-read instructions for first-time users and basic All audiences TeleVantage use, including a complete telephone command reference and coverage of ViewPoint fundamentals. TeleVantage Call Center Administrator’s Guide This manual describes configuring, maintaining, supervising, and participating in...
Page 27 To access the HTML books without ViewPoint or the Administrator, open the following files, located by default in C:\Program Files\Common Files\Vertical\TeleVantage: Contains Administering TeleVantage and the TeleVantage Call AdministeringTV.chm. Center Administrator’s Guide. Contains Installing TeleVantage. InstallingTV.chm. Contains Installing Intel Telephony Components. InstallingIntel.chm.
Page 29: Chapter 2. Recording Your Voice Title And Voicemail Greeting
HAPTER HAPTER ECORDING OICE ITLE AND OICEMAIL REETING HAPTER ONTENTS About creating your voice title and voicemail greeting ....2-2 Recording your voice title ......... . 2-2 Recording your voicemail greeting .
Page 30: About Creating Your Voice Title And Voicemail Greeting
About creating your voice title and voicemail greeting __________ This chapter explains how to create your voice title, create your voicemail greeting, and manage your greetings using the phone. When you first begin to use TeleVantage, create the following two recordings: Your voice title (your name) Your voicemail greeting (what callers hear when they reach your voicemail) You can rerecord these recordings at any time.
Page 31: Recording Your Voicemail Greeting
Recording your voicemail greeting __________________________ Your voicemail greeting is a recording that callers hear when they reach your voicemail. For example, your voicemail greeting might be similar to the following: “This is Miri Anatolia. I am out of the office right now, but leave me a message and I will get back to you soon.” You can also use your voicemail greeting to tell callers about the following options that are available to them: Press # after leaving a message for more options.
Page 33: Using The Telephone
Using the Telephone...
Page 35: Chapter 3. Placing Calls On The Phone
HAPTER HAPTER LACING ALLS ON THE HONE HAPTER ONTENTS About placing calls on the phone ........3-2 Dialing internal and external numbers.
Page 36: About Placing Calls On The Phone
About placing calls on the phone____________________________ You can pick up a TeleVantage phone and place a call in the same way that you place calls on other phones. But you can also do much more. For example, you can dial other TeleVantage users by name and use special key combinations to redial your last call or call back your last caller.
Page 37: Dialing Internal And External Numbers
Dialing internal and external numbers _______________________ Internal calls are calls to other TeleVantage extensions. External calls are calls to outside numbers, including calls to another phone system (PBX), a Centrex extension, another TeleVantage system such as a branch office, and an Internet address. Note: If you encounter a delay after dialing before your calls are connected, you can press # after the extension or number, for example, 187#.
Page 38: Dialing By Name
If you hear one of the previous prompts, enter the account code followed by . If you hear the double beep, you can press # to use the contact’s associated account code, or you can enter a different account code and press Note: If you enter the wrong account code, press Flash before pressing # and the system will let you re-enter it.
Page 39: Placing Calls While You Are Already On A Call
Placing calls while you are already on a call __________________ You can put calls on hold and place a new call, pick up another call on hold, and end a call without losing other calls on hold. Putting your current call on hold and placing a new call Press .
Page 40: Disabling Call Waiting For A Call
Disabling call waiting for a call Disabling call waiting is useful if you are using your extension to send faxes or to connect to the Internet. In both cases, a call waiting tone disrupts the data flow. To disable call waiting for a call, press and dial the number.
Page 41: Requirements For Receiving A Page Or Intercom Call
Requirements for receiving a page or intercom call In order to receive a page or intercom call, the receiving user must have the following: A properly-configured ADSI digital or SIP phone that supports the feature. For a list of supported phones, see Installing TeleVantage. Phones that do not support this feature (like regular analog phones) will also receive intercom connections and pages if they are in hands-free mode (see “Using hands-free answering”...
Page 43: Chapter 4. Answering And Handling Calls On The Phone
HAPTER HAPTER NSWERING AND ANDLING ALLS ON THE HONE HAPTER ONTENTS About answering and handling calls on the phone ..... . . 4-2 Answering TeleVantage calls .
Page 44: About Answering And Handling Calls On The Phone
About answering and handling calls on the phone _____________ This chapter explains how to answer calls at your TeleVantage phone, including putting calls on hold, transferring calls, sending calls to voicemail, and other actions. For the features you can use when answering and handling TeleVantage calls at a remote phone, see Chapter 6. Using the Flash button on your phone When you use TeleVantage on the phone, you use your phone’s Flash button to access many commands.
Page 45: Call Waiting
The call Press 3 to send the call to voicemail and monitor the message being left. is sent to your voicemail, and you can listen to the message as it is recorded and pick up the call at any time. When you choose this option, you hear your voicemail greeting and the caller’s message as it is being left.
Page 46: Answering A Call At Another Ringing Phone
Multiple calls waiting Depending on how your system is set up, you may have one or more calls waiting before the next caller goes to voicemail. Normally you can have one call waiting, meaning that when you are on a call you can accept one other call with call waiting. Subsequent incoming calls go straight to voicemail without beeping.
Page 47: Receiving Internal Intercom Calls With Voice-First Answering
To disable hands-free answering, press to go to dial tone, then press . You hear Flash “Hands-free answering is off.” Note: You can also control hands-free answering through ViewPoint. See “Enabling and disabling hands-free answering” on page 18-11. Placing, receiving and ending calls with hands-free answering To place a call using hands-free answering, press for a dial tone and then dial the number.
Page 48: Handling Calls With The Phone
Unlike with hands-free answering (see the previous section), voice-first answering occurs only for internal callers. All external calls ring your phone as normal, including external callers transferred to you by other users. You can place intercom calls to other users even if they don’t have voice-first answering turned on, provided they have the correct type of phone.
Page 49: Putting A Call On Hold
Call-handling commands When you press to put a call on hold, you hear a menu of call-handling commands (see Flash the next table). The caller does not hear this verbal menu. Flash + Call-handling Commands Transfer the call. Send the call to voicemail. Disconnect from the call.
Page 50: Transferring A Call
Transferring a call You can transfer a call to another TeleVantage extension or an external phone number in one of the following ways: Blind transfer. Transfer a call without talking to the recipient. Supervised transfer. Transfer a call after speaking to the recipient first. Note: You can also transfer a call back to the auto attendant (your company’s main menu).
Page 51: Sending A Call To Voicemail
About the transfer ring delay When you transfer a call using the telephone commands and don’t hang up immediately, TeleVantage provides a brief delay before ringing the recipient’s phone. This provides time for you to hang up to do a blind transfer. System administrators can adjust the length of this delay by adjusting the advanced system setting TUITransferRingDelay.
Page 52: Creating A Conference Call
Creating a conference call You can create a conference call in the following ways: By adding parties By connecting separate calls To create a conference call by adding parties Dial the first party and wait for an answer. Press for a dial tone to start another call. Flash # Dial the second party and wait for an answer.
Page 53: Unparking A Call
Unparking a call To retrieve a parked call: Pick up any TeleVantage extension and dial Enter the orbit number. You are connected to the parked call. Putting a call on silent hold Press to put a caller on “silent hold.” With silent hold, you do not hear the cycling menu Flash 7 prompts.
Page 54: Using Line Appearances
With a digital feature phone you can do the following: Use line appearances to handle multiple calls simultaneously, and share lines between phones. See the next section. Use the phone’s flexible buttons if TeleVantage features have been mapped to them. See “Using custom-mapped TeleVantage commands”...
Page 55: Using Custom-Mapped Televantage Commands
An administrative assistant has an SDN mapped to her boss’s phone. When a call to Example: the boss comes in, it rings both the boss’s phone and the assistant’s SDN. The assistant can answer and screen the call and put it on hold. The assistant can then let her boss know who is on that particular line, and the boss can take the call simply by picking up the phone.
Page 57 HAPTER HAPTER ANAGING OICEMAIL AND CCOUNT ITH THE HONE HAPTER ONTENTS About managing your account on the phone ......5-2 About voicemail.
Page 58: About Managing Your Account On The Phone
About managing your account on the phone __________________ When you log on to your account, you hear the Voicemail / Account menu. From this menu you can listen to and manage your voicemail, send new voice messages, and customize your TeleVantage account in several ways.
Page 59: Knowing When You Have New Voice Messages
Knowing when you have new voice messages TeleVantage can alert you in the following ways when you have new (unheard) voice messages: Stutter dial tone. When you pick up your phone, the dial tone begins with several short tones, and then changes into a regular dial tone. The stutter dial tone indicates that you have new voice messages.
Page 60: Listening To And Managing Your Voicemail
Listening to and managing your voicemail ____________________ To listen to your voice messages, log on and press . This plays the messages in your Inbox folder, including any new (unheard) messages. To listen to voice messages in your Saved folder, log on and press Voice message telephone commands You can use the telephone commands in the following table while you listen to a message or after the message has played.
Page 61: Deleting And Undeleting Messages
Deleting and undeleting messages To delete a message, press during or after the message. You can undelete messages as long as you remain in the current voice messages session. If you hang up or back out of the voice messages menu, all messages that you have deleted are deleted permanently.
Page 62: Calling Back A Voice Message
Calling back a voice message When you call back a voice message, TeleVantage places a call to the extension or external phone number of the person who left you the message. In cases where multiple numbers are available for the person—for example, a callback number and a Caller ID number—TeleVantage prompts you to choose which one to dial.
Page 63: Managing Your Greetings Using The Phone
After you record a message, you can use the commands shown in the next table. Commands for Recorded Messages Use after recording a message Accept the recording. Review the recording. Rerecord the recording. Append to the end of the recording. Mark the message as Urgent.
Page 64: Managing Your Greetings
Managing your greetings To manage your greetings using the telephone commands, log on and press . TeleVantage plays each of your greetings, beginning with the active greeting. You can use the commands shown in the following table either while you listen to a greeting or after a greeting has played. Greeting Commands Use while or after a greeting plays Replay the greeting.
Page 65: Forwarding Your Calls Using The Phone
Forwarding your calls using the phone ______________________ You can use the telephone commands to forward your calls, so that your incoming calls ring another phone. You can forward your calls to another extension or an external number. You can also forward your calls using ViewPoint. See Chapter 15. Turning call forwarding on Log on to your account and press Do one of the following:...
Page 66: Sending Your Calls Straight To Voicemail With Do Not Disturb
Sending your calls straight to voicemail with Do Not Disturb _____ You can use send all your incoming calls directly to voicemail without ringing your phone. To do so, select the personal status Do Not Disturb as follows: Log on to your account by picking up your phone and entering # <your extension>...
Page 67: Chapter 6. Using Televantage With A Remote Phone
HAPTER HAPTER SING ANTAGE ITH A EMOTE HONE HAPTER ONTENTS About using TeleVantage with a remote phone ......6-2 Tips for all remote phone use .
Page 68: About Using Televantage With A Remote Phone
About using TeleVantage with a remote phone_________________ A remote phone is any phone that is not wired to a station port on the TeleVantage Server computer, including all IP phones as well as mobile phones, home phones, and legacy PBX phones.
Page 69 Feature Remote Number External Station Internal Station IP Phone, cell Cell phone, home Analog phones, phone, home phone, legacy digital feature phone, legacy PBX station phones PBX station Check voicemail Manage account using telephone commands Screen calls Manage calls (transfer, conference, record, etc.) IP phones Yes, Place calls...
Page 70 Feature Remote Number External Station Internal Station IP Phone, cell Cell phone, home Analog phones, phone, home phone, legacy digital feature phone, legacy PBX station phones PBX station Specify remote Specify station Specify station Log on to ViewPoint number number number Check voicemail, change all ViewPoint settings...
Page 71: Tips For All Remote Phone Use
Tips for all remote phone use ______________________________ The following sections apply to all remote phone use. Using ** instead of Flash at a remote phone When using the TeleVantage telephone commands with any remote phone, including external stations, you must press instead of , for example, to put calls on hold or use call-handling Flash...
Page 72: Logging On To Televantage From A Remote Number
Logging on to TeleVantage from a remote number Logging on to TeleVantage connects you to the Voicemail / Account menu, from which you can check your voicemail, change or record new greetings, forward your calls, change your personal status, and more. For a full description of the telephone commands, see Chapter 2 through Chapter 5 and Appendix A.
Page 73: Placing Calls Through Televantage From A Remote Phone
Notes Using ViewPoint, you can password-protect your forwarded calls so that you must enter your TeleVantage password to be connected to the call. This ensures that only you receive your forwarded calls. See “Forwarding calls in ViewPoint” on page 15-3. TeleVantage call waiting and hands-free answering are not available at non-station remote phones unless you are imitating a station (see “Imitating a station at a remote number”...
Page 74: Using Redial And Other Quick Call Commands When Logged In
Using redial and other quick call commands when logged in After logging on from a remote phone, you can use any quick-call telephone command beginning with *, for example to redial a call or to place a page or intercom call.
Page 75: Using Viewpoint Remotely With A Phone
Using ViewPoint remotely with a phone How you use ViewPoint with a remote phone depends on whether your remote phone is defined as an external station. If your phone is not an external station, see the next section. If your phone is an external station , see “Using an external station” on page 6-10.
Page 76: Imitating A Station At A Remote Number
Imitating a station at a remote number When you work from a remote number, you can have TeleVantage imitate a station on calls routed to you, so you can use the ViewPoint Call Monitor and other station features. Once you do so, your remote phone behaves like an external station, allowing you to use the ViewPoint Call Monitor and all other ViewPoint features in conjunction with it.
Page 77: Placing Televantage Calls From An External Station
There are two types of external stations: IP phones configured as external stations behave like regular An IP phone. TeleVantage stations. You can place calls as if from your desk phone (see “Placing TeleVantage calls with an IP phone external station” on page 6-5). You can move your IP phone to other locations whenever you want.
Page 78: Using Viewpoint With An External Station
Using ViewPoint with an external station ViewPoint treats external stations just like regular internal stations. You can use ViewPoint commands that require a phone, place and answer calls, and handle calls in the Call Monitor using ViewPoint commands. There is no need to “imitate” a station (as described in “Imitating a station at a remote number”...
Page 79 Choose for stations connected to an Intel Intel PBX-IP Media Gateway. PBX-IP Media Gateway. Choose for H.323-based Uniden IP phones. Uniden IP Phone. Choose for the TeleVantage H.323 Softphone. TeleVantage Softphone. See Appendix F, “Using the TeleVantage H.323 SoftPhone.” Choose for any SIP-based IP phone, such as the Vertical SIP Phone.
Page 80: Configuring A Sip Phone
Configuring a SIP phone If you have a SIP phone external station, you can configure its behavior and customize your SIP URI, as follows: Choose . The Options dialog box opens. Tools > Options Click the Phone \ Station Features tab. , your company’s SIP dialing service should be selected.
Page 81: Changing Your External Station Number With *17
Check to have TeleVantage hang up the trunk call Disconnect when idle immediately whenever a call on the SIP phone ends. For most SIP users, you should leave this field unchecked. In this state TeleVantage provides 10-15 seconds of TeleVantage dial tone after a call ends, making it easy to place new calls immediately after a call ends.
Page 83: Chapter 7. Sharing Stations
HAPTER HAPTER HARING TATIONS HAPTER ONTENTS About sharing stations..........7-2 Placing outbound calls from shared stations.
Page 84: About Sharing Stations
About sharing stations ____________________________________ In TeleVantage you can share your internal or external station (telephone) with one or more other users, and still use your individual settings such as personal status and dialing permissions. You might share a station for a number of reasons, including the following: Your office uses shifts, and you and another person use the same desk at different times of the day.
Page 85: Finding Out Who Is Currently Logged In At A Station
Finding out who is currently logged in at a station To find out who is currently logged in at a station, pick up the station and dial Note: You can also see who is currently logged in by looking at the status bar of the TeleVantage ViewPoint.
Page 87 Using ViewPoint...
Page 89 HAPTER HAPTER SING ANTAGE OINT HAPTER ONTENTS About TeleVantage ViewPoint ........8-2 Using ViewPoint from any web browser .
Page 90: About Televantage Viewpoint
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”...
Page 91: Logging On To Viewpoint
Logging on to ViewPoint __________________________________ To use ViewPoint, you must log on using a valid TeleVantage user account. Important: Each ViewPoint program must be licensed. If you see a message stating that ViewPoint is not licensed, you cannot log on. See your TeleVantage system administrator for help if such a message appears.
Page 92: Using Viewpoint With A Different Phone Or Server
Using ViewPoint with a different phone or Server By clicking in the ViewPoint Logon dialog box, you can change the following login Options settings: ViewPoint works best in conjunction with a phone, when you The associated phone. can use the commands, make recordings, and more.
Page 93 If you forget your own station ID, you can enter 0 for the , click , then Station ID in the next window select Use your default station To use ViewPoint in conjunction with a phone that is not a Remote number.
Page 94: Using Viewpoint With Another Station Or A Remote Number
Under , make sure that the number is correct. The display bar shows the Number number as TeleVantage will dial it after applying dialing rules. To have TeleVantage dial the number without applying dialing rules, uncheck . For example, you can have TeleVantage country code and area code dialing rules dial a number that appears to be long-distance without adding the “1.”...
Page 95: Logging On With New Logon Options
If you choose this option, you can also select Forward my calls to this station / to receive calls to your own extension here. For more information about number call forwarding, see “Forwarding calls” on page 15-3. Your default station remains ViewPoint’s associated Use my default station.
Page 96: About The Welcome Wizard
About the Welcome Wizard If you are a new user, the Welcome Wizard starts automatically when you log on to TeleVantage ViewPoint. The Welcome Wizard helps you to quickly configure your TeleVantage account, including your voice title, voice mail greeting, and phone numbers. You can also launch the ViewPoint Quick Tour from the Welcome Wizard.
Page 97: Elements Of The Viewpoint Window
Elements of the ViewPoint window _________________________________________ ViewPoint window contains the following elements: The menu bar The toolbar The navigation pane or view bar The status bar ViewPoint folder that is currently displayed (see “ViewPoint folders” on page 8-13) The menu bar The menu bar, at the top of ViewPoint, provides access to TeleVantage commands.
Page 98: The Navigation Pane
The navigation pane The navigation pane, on the left side of the ViewPoint window, gives you point-and-click access to ViewPoint’s folders. Click a folder in the navigation pane to open that folder in the ViewPoint main window. The navigation pane is made up of the Favorite Folders list and, below it, the navigation bar. You can expand the navigation bar or Favorite Folders list by dragging the separator bar between them.
Page 99: The View Bar
Using the navigation bar Click an entry in the navigation bar to go to that folder and gain access to other related folders in the Favorite Folders list. The entries in the navigation bar are: Displays the Call Monitor. Extensions and (if you are Call Monitor.
Page 100: The Status Bar
The status bar The status bar is located at the bottom of ViewPoint window. The status bar gives you quick access to the following information: Last caller. Lists the name (if available) and Caller ID of your last incoming call. You can press to place a call to that number.
Page 101: Locking Viewpoint Window Elements
Locking ViewPoint window elements You can lock the layout of your ViewPoint so that you don’t accidentally resize or close panes. With the ViewPoint layout locked, you cannot drag borders to resize panes, and panes no longer have a clickable X in the corner with which to close them. You can still resize the ViewPoint window as a whole, and you can still hide and show panes using the commands on the View menu.
Page 102: Working In Multiple Folders
Navigation Folder Description Pane Call Monitor \ Extensions View all TeleVantage extensions, their personal statuses, and who is on the phone now. Call Monitor \ Queue Monitor Call Center agents only. View and manage agents, and view real-time queue statistics. Configuration \ Call Rules Set up custom call handling for individual callers or for specific dates or times.
Page 103: Adding The Calls Pane To Any Open Folder
Adding the Calls Pane to any open folder The Calls Pane contains the same information that appears in the Call Monitor. You can display the Calls Pane in any ViewPoint folder and see and act on your incoming calls. To add the Calls Pane to a folder, do the following: Open the folder to which you want to add the Calls Pane.
Page 104: Locking The Current Folder In Place
Locking the current folder in place You can lock ViewPoint to the folder that is currently displayed, so that it cannot be switched to another folder. To do so, choose . Choose the same View > Prevent Switching Folders command to enable folder switching again. With folder switching prevented, the Navigation pane (or view bar) is removed from ViewPoint display, and the menu commands are disabled.
Page 105 Creating items You can create all types of TeleVantage items, such as greetings and call rules, in any folder. You can create a completely new item, or you can copy an existing item and enter only the information that is new for that item. To create an item, choose and choose the type of item that you want to create, such File >...
Page 106 call rule, the item is permanently and irretrievably removed from your computer. You cannot recover it after you delete it. Click to permanently delete the item. Renaming items You can easily rename items in TeleVantage, but you cannot rename some types of items, such as default personal statuses or the Standard routing list.
Page 107 Dragging and dropping items You can drag and drop one item onto another item to perform actions such as making a call, transferring a call, and adding a call to a conference. You can also move an item to a folder. For example, if you drag an active call in your Call Monitor onto a user in the Extensions tab of the Phonebook pane, the call transfers to that user.
Page 108 SHIFT + CTRL + From Drag Drag Drag Contact Call Conferences Opens the the contact’s Conference default dialog box number with the call Empty Call Places a call Opens the Monitor to the default Place Call To phone dialog box number Folder Moves the...
Page 109: Dragging And Dropping Voice Messages To Other Applications
SHIFT + CTRL + From Drag Drag Drag Extension Call Conferences Opens the (User, the call Conference Auto dialog box Attendant, Empty Call Places the Opens the Queue, or Monitor call Place Call To IVR Plug-in) dialog box Text (in Call Places a call Opens the...
Page 110: Private And Public Folders
Private and public folders ViewPoint displays the following types of folders in the Folder List section of the Navigation pane: Folders that you create and that appear in your ViewPoint only, unless Private folders. you share them with other users. See “Sharing folders” on page 8-24. Folders that are visible to all TeleVantage users.
Page 111: Viewing Public Folders
Viewing public folders Public folders contain items that all TeleVantage users can view and use. For example, any user can view a public contact’s information or place a call to that contact. Example: Your company defines its departments as public workgroups. All users in the company can view the members of those workgroups.
Page 112: Sharing Folders
Sharing folders___________________________________________ You can share folders, and any folders within them, with other TeleVantage users that you specify: The Call Monitor folder The Voicemail folder The Contacts folder The Call Log folder Those users can access the folders that you share with them from their ViewPoint programs according to access levels that you specify.
Page 113: Viewing Shared Folders
Click . The selected users are moved to the list. Share with these users To change the access level for a user, select the user in the Share with these users list, and then select one of the following from the dropdown list: Permission The user can view or listen to items in this folder, but cannot edit or...
Page 114: Using The Audio Controls
Using the audio controls___________________________________ TeleVantage’s audio controls make it easy to create recordings and listen to recordings and voice messages. These audio controls appear throughout ViewPoint in dialog boxes in which you can create recordings and listen to voice messages. Creating recordings and playing voice messages You create recordings by speaking into your phone.
Page 115: Importing And Exporting Televantage Items
Importing and exporting voice files To import or export a voice file, use the buttons on the recording control: Import You can import a voice file in .WAV or .VOX format to use for any ViewPoint recording (greetings, voice titles, and so on).
Page 116 To import contacts from a .CSV file Choose . The Import and Export Wizard opens. File > Import and Export Select , and then click Import Contacts Next , click and select the .CSV file that you want to import. File to Import Browse , select the TeleVantage Contact folder into which you want to...
Page 117 contacts can be identified when they call. For more information, see “Teaching TeleVantage to recognize your contacts” on page 16-7. If you are importing a .CSV file that was created by TeleVantage, go to step 10. If you are importing contacts from another application and have not previously mapped the fields, click .
Page 118 Note: When text is imported from a .CSV file, a comma in the text breaks the text between fields unless the text is within quotation marks. To export contacts to a .CSV file Choose . The Import and Export Wizard opens. File >...
Page 119: Exporting The Extensions List
Exporting the Extensions list You can export the Extensions list to a .CSV file for use in other applications. Click . The Import and Export Wizard opens. File > Import and Export Under , select and click Choose an action to perform Export Extensions Next Under...
Page 120: Exporting The Call Log
Exporting the Call Log You can export your Call Log to a .CSV file that can be read and analyzed in a spreadsheet program such as Microsoft Excel. Choose . The Import and Export Wizard opens. File > Import and Export Click , and then click Export Call Log...
Page 121 Result codes when exporting the Call Log When the Call Log is exported, the Result field appears as a code. Use the following table to interpret the result codes: Code Result Connected, user hung up Connected, user was hung up upon Abandoned Left message Blind transfer...
Page 123 HAPTER HAPTER SING ERSONAL TATUSES HAPTER ONTENTS About personal statuses ......... . . 9-2 Using predefined personal statuses .
Page 124: About Personal Statuses
About personal statuses ___________________________________ Your personal status lets your colleagues know where you are and what you are doing. It also specifies how your calls are handled under specific circumstances. A personal status consists of the following: A personal status icon and a name, such as Available. These appear next to your name in the Extensions list, so that other TeleVantage users can see at a glance whether you are in the office and available.
Page 125: The Personal Status Button In The Status Bar
The Personal Status button in the status bar The status bar contains a button that shows your current personal status. Click that button to select a different personal status. Using predefined personal statuses _________________________ Five predefined personal statuses are available to all users. Three additional predefined personal statuses are available only to call center agents.
Page 126 Icon Status Description In a Meeting These personal statuses let people know where you are when you are away from your desk. Like Do Not Disturb, by default these Out of the personal statuses send your calls directly to Office voicemail without ringing your phone, though you can change that behavior with these On Vacation...
Page 127: Selecting A Personal Status
Icon Status Description On Break This status puts you on a break during your shift. While this status is selected, the queue does not send calls to you. When you take a break, be sure to use the On Break status rather than Available (Non-Queue), which ends your shift.
Page 128: Modifying A Personal Status
Selecting a personal status on the phone You can select a personal status on the phone in the following ways: Log on and press . See “Selecting a personal status on the phone” on page 5-10. You can select the Available personal status quickly by picking up the phone and pressing For call center agent statuses, pick up your phone and press through .
Page 129 Custom personal statuses are identified in the Extensions list by To create a custom personal status Choose . The Personal Status dialog box opens. File > New > Personal Status Enter a name for the personal status. Use the audio controls under to record the name, so that you can Recorded name select the status by using the telephone commands (see “Selecting a personal status on...
Page 130 Any other phone. Click . The Call Me at Another Another location. Location dialog box opens, where you can specify the number. For instructions on using this dialog box, see “Placing a call” on page 12-2. If you select an external number, you can use the external call forwarding options under the field.
Page 131: The Personal Statuses Folder
select the Out of the Office personal status, the dialog box opens and you can specify a different call forwarding location. Click to save the new personal status. The Personal Statuses folder_______________________________ The Personal Statuses folder displays all your personal statuses. Open the Personal Statuses folder by clicking in the navigation bar, then clicking in the...
Page 132: Changing Your Active Settings
Changing your active settings You can change your active settings in the following ways: Change each active setting individually by going to the appropriate folder or dialog box. For example, you can set your active greeting in the Greetings folder, your active routing list in the Routing Lists folder, your setting by forwarding your calls, and Where I Am...
Page 133 To change your active settings in the Active Settings dialog box Choose . The Active Settings dialog box opens. Tools > Active Settings Change any of the following: To change your current personal status, select a personal status in the dropdown list. To create a new custom personal status, click To edit the selected personal status in the list, press ALT while clicking To change the active...
Page 134: Active Settings Hierarchy
Active settings hierarchy Several different TeleVantage features allow you to specify an active setting. For example, you can specify a routing list in the Routing Lists folder, in a call rule, and in a personal status. This section describes which setting is used in cases of conflict. The hierarchy for active settings is as follows: When a call is handled by a call rule, its settings are used if specified.
Page 135: Setting Personal Status Defaults
Using the Where I Am default specifies the phone that rings when you receive a call. The Where I Am default is Where I Am your station, unless you are forwarding your calls. In that case, it is your call forwarding number. This setting enables you to temporarily override your call forwarding with a personal status, and then restore it.
Page 136: Changing The Personal Status Of Another User
Changing the personal status of another user _________________ You can change the personal status of another TeleVantage user if you have permission and know that user’s password. This feature is useful when users want to change their personal status but do not want to log on to TeleVantage themselves. For example, a secretary can change the personal status for the boss, or the user who is acting as the Operator user can change the Operator’s personal status without logging on as the Operator user.
Page 137 HAPTER HAPTER SING THE XTENSIONS HAPTER ONTENTS Viewing TeleVantage extensions ........10-2 Placing calls to an extension.
Page 138: Viewing Televantage Extensions
Viewing TeleVantage extensions ____________________________ You can see all TeleVantage extensions, along with information about the current status of each extension, in the Extensions list. You can use the Extensions list to quickly place calls to other TeleVantage extensions or to change another user’s personal status if you have permission to do Note: You can display the Extensions list in the Call Monitor for quick access, including drag-and-drop calling.
Page 139: Extensions Folder Tabs
Extensions folder tabs The Extensions folder contains tabs that display related groups of extensions. Click each tab to view its contents. This tab displays all TeleVantage extensions. Your system may be configured All tab. to not show this tab. The Extensions folder contains a tab for each public workgroup of Workgroup tabs.
Page 140 Column Description Personal Status Name of the user’s current personal status. Name For call center queues, this column displays the queue’s current status. Queue statuses are: Open. The queue is distributing to its calls to available agents as normal. Closed. You have set the queue to send its calls directly to voicemail.
Page 141: Placing Calls To An Extension
Placing calls to an extension _______________________________ To place a call to an extension, double-click the extension. If your phone is on hook, it rings to connect you to the call being placed. If you want to speak to another user as soon as they are off the phone, you can have ViewPoint camp on their busy extension (as shown in the Extensions list).
Page 142: Using Instant Messaging
Using instant messaging To initiate instant messaging with a user, right-click the user’s name in the Extensions list and choose Send an instant message To send, type your message in the bottom pane, then click Send For instant messaging to work, the receiving user must be running ViewPoint and have the Instant Message Add-in installed and enabled.
Page 143 HAPTER HAPTER ECEIVING AND ANDLING ALLS IN OINT Using the Call Monitor folder........11-2 Displaying the Call Monitor folder automatically .
Page 144: Using The Call Monitor Folder
Using the Call Monitor folder _______________________________ In the TeleVantage ViewPoint, the Call Monitor folder is the visual counterpart to your telephone. The Call Monitor lets you see all your incoming calls and any outgoing calls at once, often with the callers identified by name. In the Call Monitor folder you can: See who is calling you and take the call or send it to voicemail Click calls to transfer them, put them on hold, send them to voicemail, or perform other...
Page 145: Call Monitor Folder Tabs
To sort the Call Monitor automatically Choose . The Options dialog box opens. Tools > Options Choose the ViewPoint \ Call Monitor tab. Check Actively sorted Click Note: Actively sorting the Call Monitor can make Call Monitor performance slower. You can always manually sort the Call Monitor by clicking a column header.
Page 146 Showing, hiding, and reordering Call Monitor tabs To show or hide individual Call Monitor tabs, as well as choose their order, do the following: Choose View > Current View > Show Tabs Select a tab name and click to show or hide it. Use the up and down Remove arrow buttons to arrange the order of tabs.
Page 147: Call Monitor Folder Panes
To change the All tab display format Choose . The Options dialog box appears. Tools > Options Click the ViewPoint \ Call Monitor tab. Check or uncheck Grouped by owner on All tab Click Call Monitor folder panes The Call Monitor folder contains the following two panes that you can hide or show: The Phonebook Pane, which shows the Extensions folder and the Contacts folder and enables drag-and-drop call handling.
Page 148: Selecting And Acting On A Call In The Call Monitor Folder
To display the Call Monitor folder automatically Choose . The Options dialog box opens. Tools > Options Click the ViewPoint \ Call Monitor tab. Under , check one or both of the Display Call Monitor in the following situations following options: Placing new calls from Contacts or Extensions Returning calls from Voice Messages or Call Log To display the Call Monitor folder automatically on incoming calls, click the...
Page 149: Double-Clicking Calls
Double-clicking calls Double-clicking in the Call Monitor folder has the following effects: Double-clicking an active call puts it on hold. Double-clicking any other type of call takes the call (connects you to the caller). This includes incoming calls, calls on hold, parked calls, and calls for which you are screening a message.
Page 150: Grabbing And Holding The Call
Pick up your phone and listen to the message as it is being left. This is a one-way connection. The caller cannot hear you. To interrupt the message and take the call, choose . You are Actions > Take Call connected to the caller.
Page 151: Commands While You're On A Call
Commands while you’re on a call ___________________________ Once you are on an active call, you can perform actions on that call, including the following: Putting a call on hold Transferring a call Recording a call Playing recorded audio into a call Associating a call with a contact Parking a call Unparking a call...
Page 152: Transferring A Call
Notes Use Actions > Hold instead of the Hold button on your phone. When on hold, callers hear music (if your system has music on hold), but they hear only silence if you use your phone’s Hold button. You cannot put a call to a queue, auto attendant, or IVR Plug-in on hold. If you attempt to do so, the call is disconnected.
Page 153 Blind, supervised, and direct-to-voicemail transfers You can transfer a call in one of the following ways: Blind transfer, sometimes called an unattended transfer. You transfer the call without first speaking to the recipient. When the recipient answers the phone, the call is connected.
Page 154: Recording A Call
The transfer is completed and the call disappears from your Call Complete. Monitor. You can also complete the transfer by hanging up the phone. The caller, the recipient, and you are all connected in a conference Conference. call. The transfer process ends and you are reconnected to the caller, so you Cancel.
Page 155: Playing Recorded Audio Into A Call
To play a call you just recorded Go to your Voicemail \ Inbox folder, or open another mailbox if your system is set up differently. Select the recording. Choose Actions > Play Note: You can also play call recordings from the Call Log. See “Listening to a recorded call from the Call Log”...
Page 156: Associating A Call With A Contact
To play audio into a call from the Call Monitor Select the call and choose . The Play Actions > Insert Audio > Play Audio into Call Audio Into Call dialog box opens. Select the recorded audio to play. You can choose any of your greetings or voice messages, or click to select a .WAV or .VOX audio file.
Page 157: Parking A Call
Parking a call Parking a call puts a call on hold and lets any TeleVantage user retrieve it from any TeleVantage telephone or ViewPoint program in your office. To park a call In the Call Monitor, select the call you want to park. Choose .
Page 158: Muting A Call
Muting a call With TeleVantage you can mute a call even if your phone does not have a mute button. When muted, you can hear the caller, but the caller cannot hear you. To mute a call, choose . Choose again to turn muting off.
Page 159: Viewing A Call's History
You can also enter a (numeric-only) account code using the telephone commands. See “Entering an account code for a call” on page 4-11. In addition, you can enter an account code from the Call Log after the call is complete. See “Entering an account code for a Call Log entry” on page 14-9.
Page 160: Incoming Call Indicators
Incoming call indicators ___________________________________ When you receive a call, the “ringing bell” button appears in the system tray on your Windows taskbar (see the next figure). Hold the mouse pointer over the button to see who is calling by phone number and name, if available. Right-click the button for a shortcut menu of call-handling commands such as Take Call .
Page 161: Sharing Your Call Monitor Folder
Sharing your Call Monitor folder ____________________________ You can share your Call Monitor folder with other TeleVantage users. Those users see your calls when they click on a tab with your name on it in their Call Monitors. If you give them the View and Edit permission level, they can answer your calls using that tab and perform all call-handling commands on them.
Page 163 HAPTER HAPTER LACING ALLS IN OINT HAPTER ONTENTS Placing a call ........... 12-2 Using dialing services .
Page 164: Placing A Call
Placing a call ____________________________________________ TeleVantage provides the following ways for you to place calls from ViewPoint: Placing calls using the Dial bar Using the Place Call To dialog box Quick-dialing from ViewPoint folders Camping on a busy user’s extension Placing calls using drag-and-drop Placing calls by using other contact managers Placing calls with the phone on or off hook When placing calls from ViewPoint you can choose the command with the phone either on-hook...
Page 165: Using The Place Call To Dialog Box
To specify an account code for the call, add a vertical bar character (|) after the number, followed by the account code. Press ENTER to place the call. You can also drag-and-drop items into the Dial bar, including a text phone number from another application.
Page 166 To create a new contact, click to open a new Contact dialog box. To edit the currently selected contact, press ALT and click . See “Entering a new contact” on page 16-4 for more information. Click and select an extension in the list. The list is identical to other Extensions Extensions lists in ViewPoint (see “Viewing TeleVantage extensions”...
Page 167 If the field is present, select the dialing service to use when placing calls to Call Using this number. See “Using dialing services” on page 12-8. In the , or field, enter the phone number, IP Number Address Email IM address address, email address or instant messaging address.
Page 168: Quick-Dialing From Viewpoint Folders
Quick-dialing from ViewPoint folders In certain ViewPoint folders you can quickly place calls by either right-clicking an item or selecting it and using the menu. You can choose the following commands: Actions Immediately places a call to the default number of the selected item. For a Speed Dial.
Page 169: Camping On A Busy User's Extension
Camping on a busy user’s extension If you want to speak to another user as soon as they are off the phone, you can have ViewPoint camp on their busy extension (as shown in the Extensions list). The system waits until both you and the other user are free, then automatically places the call.
Page 170: Using Dialing Services
Using dialing services _____________________________________ Dialing services let you place external calls using different phone lines or telecommunication services. Your TeleVantage system administrator may have set up one or more dialing services with names like “Phone number” or “Chicago Centrex” with access codes of 9 or 8 so that you can identify it by name in ViewPoint and also easily dial it with your phone.
Page 171: Checking A Number
Entering an IP address If you selected an H.323 or SIP Internet dialing service in the field, use the Call Using Address field to enter one of the following: For an H.323 Internet address, enter the IP address of the remote H.323 device or TeleVantage Server to which you want to connect.
Page 172: Redialing Numbers And Returning Calls
Select if you want TeleVantage to Use country code and area code dialing rules apply dialing rules that determine if a number is a local or long-distance call. Clear it to have TeleVantage dial the number exactly as entered, as if you had dialed it on the phone.
Page 173 To create a speed dial shortcut Choose . The Speed Dial Shortcuts dialog box opens. Tools > Speed Dial Shortcuts Enter or select a number for the shortcut to dial. For instructions using this dialog box, see “Using the Place Call To dialog box” on page 12-3. Note: You cannot make a shortcut for a workgroup unless your TeleVantage system administrator has given it an extension.
Page 174: Creating Conference Calls
Creating conference calls __________________________________ TeleVantage lets you easily conference multiple calls together. The Call Monitor folder treats a conference call as a single call. You can put a conference on hold or park it exactly as you would a single call. The maximum number of parties that can be in a single conference can be between 4 and 60, depending on your system's configuration.
Page 175: Conferencing Multiple Active Calls Together
Determine whether you want to add the new party to the conference. Then click one of the following: The new party joins the conference call. Complete. The new party’s call is disconnected, and you return to the conference call. Cancel. Repeat steps 2-5 to add more parties to the conference.
Page 176: Transferring A Conference Call
Transferring a conference call You can transfer a conference call, but not to the following destinations: An auto attendant Directly to a voice mailbox A call center queue An IVR Plug-in You also cannot transfer individual parties out of a conference. Ending a conference call A conference call normally ends when all parties hang up at roughly the same time.
Page 177: Using The Televantage Or Eyebeam Softphones
To supervise another user’s call using ViewPoint Select one of the following: A call in the Call Monitor, if the other user has shared his or her Call Monitor with you. A user in the Extensions list who is currently on a call. A call center queue agent in the Agents pane of the Queue Monitor (see Appendix Choose , and select the supervisor mode you want to use.
Page 179: Chapter 13. Managing Voice Messages In Viewpoint
HAPTER HAPTER ANAGING OICE ESSAGES IN OINT HAPTER ONTENTS About managing voice messages in ViewPoint ......13-2 Listening to your voice messages and call recordings .
Page 180: About Managing Voice Messages In Viewpoint
About managing voice messages in ViewPoint ________________ You can manage your voice messages and call recordings in the TeleVantage ViewPoint in the same way that you manage e-mail messages in your e-mail program. Your new voice messages or recordings appear in a list in your Inbox folder according to the time and the caller. You can listen to them in any order you want, and you can easily forward them, reply to them, or save them in other folders that you create.
Page 181: Archiving Voice Messages And Call Recordings
The Voicemail folder contains three predefined folders: New voice messages appear here. After you listen to them, they The Inbox folder. remain here unless you move or delete them. Saved messages appear here. When you save a message by using the The Saved folder.
Page 182: Listening To Your Voice Messages And Call Recordings
Listening to your voice messages and call recordings __________ To listen to a voice message or call recording, double-click it in any Voicemail folder. For instructions on using the audio controls, see “Using the audio controls” on page 8-26. You can play the message or recording either over your computer's speakers or over your telephone.
Page 183: Replying To A Voice Message
You can also attach a recording of your own at the beginning of the forwarded message. For example, “Bob, this is Jim. I received this message and thought you would want to hear it.” Your recording precedes the forwarded message. To forward a voice message In any Voicemail folder, right-click a voice message that you want to forward and select...
Page 184: Calling Back The Person Who Left A Voice Message
Calling back the person who left a voice message You can call back the person who left you a voice message by using the TeleVantage Place Call or the command. lets you choose the number to call if several numbers Speed Dial Place Call are available.
Page 185: Deleting Voice Messages
Deleting voice messages By default, messages in the Deleted folder that are older than three days are permanently removed from TeleVantage. For information about how to change the default, see “To empty the Deleted folder automatically” on page 8-23. To move a voice message to the Deleted folder Select the message.
Page 186: Marking A Voice Message Urgent Or Private
Marking a voice message Urgent or Private You can mark a voice message Urgent, Private, or both. Private messages cannot be forwarded, and users who share your mailbox cannot play them, reply to them, or call back the sender. The icons in the columns to the right of the envelope icon show whether a message is Urgent or Private To mark a voice message Urgent, select the message and choose Actions >...
Page 187: Sharing Your Voice Messages
Sharing your voice messages ______________________________ You can share your voice message folders with other TeleVantage users, including your Inbox folder, your Deleted folder, and your Saved folder. You can also share any custom folders that you create. See “Sharing folders” on page 8-24 Managing your voicemail quota_____________________________ Your voice mailbox has a limited amount of disk space (in minutes) to store your voice messages.
Page 188: Sending A Message Directly To A User's Voicemail
Sending a message directly to a user’s voicemail ______________ You can record a message and send it directly to the voicemail of one or more TeleVantage users. Choose . The New Message window opens. File > New > Voice Message Click the recipients who you want receive the message in the list.
Page 189: Knowing When You Have New Messages
Knowing when you have new messages _____________________ New voice messages appear in the Inbox folder soon after they are left. TeleVantage indicates new voice messages in the following ways: System tray button Number in navigation pane Stutter dial tone Message-waiting light (if supported by your phone) New message sound E-mail, pager, and call notifications System tray button...
Page 190: Stutter Dial Tone
Stutter dial tone A dial tone that begins with a stutter indicates that you have unheard voice messages. To enable or disable stutter dial tone Choose . The Options dialog box opens. Tools > Options Click the Phone \ Station Features tab. Select or clear Stutter tone Click...
Page 191 Select one of the following notification options on the dropdown list: You do not receive e-mail notification of new Do not send e-mail notifications. voice messages. You receive an e-mail notification whenever you Send e-mail for all messages. receive a new voice message. You receive an e-mail notification Send e-mail for Urgent messages only.
Page 192 In the field, select the dialing service that you want TeleVantage to use to Page using dial your pager. For more information about dialing services, see “Using dialing services” on page 12-8. In the field, enter the dial string for your pager, including the phone Dial Sequence number of the paging service and your pager's PIN, if required.
Page 193: Scheduling Notifications
Click in the field to open the Notify Me via Call dialog box. Number From the dropdown list, select the access code and dialing service to use Call Using when placing notification calls. Click , then select the number to call. Contacts My Numbers Click...
Page 194 Each schedule entry can be enabled or disabled, which gives your notification schedule adaptability and flexibility. For example, if you do not want to be paged during the current holiday, you can disable the schedule entry for “on holidays.” When you return after the holiday you can enable it again.
Page 195 the sales department and another for support. In the Business Hours dialog box under , select the business hours during which you want to schedule notifications, and Name then click Note: If your office has no business hours set that matches your notification needs, you can ask your TeleVantage system administrator to create a new set for you or you can define custom hours for your schedule (see the next step).
Page 196: Managing Greetings
On the Holidays tab of the Custom Hours dialog box, click to specify individual calendar dates. When your custom hours are finished, click To receive notifications during the times you have chosen, make sure Enable this is checked in the Schedule Notification dialog box, and then click schedule action .
Page 197: The Greetings Folder
Greetings and personal status Your greeting settings may be overridden if you apply a personal status with different greeting preferences, or if you change your active settings directly. However, neither of these actions changes the settings in the Greetings folder. For more information about personal status and the active settings, see Chapter 9.
Page 198: Greeting Hierarchy
The personal status default greeting The personal status default greeting is the greeting that is used whenever you select a personal status whose Greeting property is set to . For more information, see “Personal status Default defaults” on page 9-12. The personal status default greeting is marked by .
Page 199: Playing A Greeting Into A Call
Playing a greeting into a call To play a greeting into a call, select the greeting in the Greetings folder and choose Actions > . You can select either , in which case you can choose Play into call Current call Other call which of your calls hears the greeting.
Page 201 HAPTER HAPTER SING THE OLDER HAPTER ONTENTS The Call Log folder ..........14-2 Viewing a call’s history .
Page 202: The Call Log Folder
The Call Log folder________________________________________ The Call Log folder contains a record of all incoming and outgoing phone calls associated with your extension. Internal calls (calls between TeleVantage users) may or may not be logged, depending on how your TeleVantage system administrator set up the system. To open the Call Log folder, click its entry in the navigation bar.
Page 203 Column Description Indicates incoming or outgoing calls, respectively. Called in the Show Columns dialog box. Direction Account Code Account code associated with the call, if any. Answered By Name of the user who answered an incoming call. Useful for analyzing data for ACD workgroups. Note that on unanswered calls, this field shows the name of the user who was dialed.
Page 204 Column Description Notes Any notes associated with the call. Number On incoming calls, Caller ID name and number if available. On outgoing calls, the number the user dialed. On a call to or from another TeleVantage user, this field contains <NA>. Organization Organization associated with the call, if any.
Page 205: Viewing Call Details
Column Description Name of the party who received the call. On incoming calls, this is the user’s name. On outgoing calls, “Unknown” appears unless the user identified the person as a contact. “& others” in this column indicates a call with more than two parties, for example, a conference call or a call that was transferred.
Page 206 Note: The Call Details dialog box shows current information about the parties in the call, while the Call Log folder shows the information as it was at the time of the call. Therefore the two can sometimes be different, for example, if the call was from a contact and you changed the contact’s name since the time of the call.
Page 207: Searching For Call Log Entries
Column Description On incoming lines, your Direct Inward Dial number if the caller used it to call you. DID is not applicable for outgoing lines. Device On incoming lines, the trunk or station number at which the call was placed. On outgoing lines, your station number.
Page 208: Viewing A Call's History
Viewing a call’s history ____________________________________ By clicking in the bottom pane and then selecting a call, you can view the call’s entire History history through the TeleVantage system. You can see how the call was routed to you, and where it may have been in the system before coming to you.
Page 209: Entering An Account Code For A Call Log Entry
contact’s phone numbers. You can also choose to call by using the Caller ID number of the call. This command places a call immediately to a user’s extension, a Speed Dial. contact’s default number, or an unknown caller’s Caller ID number. You can also choose Speed Dial by double-clicking the call.
Page 210: Sharing The Call Log
Note: The Notes pane contains a call recording note if the call was recorded automatically by a call center queue. To play a call recording Select the call, then choose one of the following commands: Plays call recording that you made manually. Actions >...
Page 211: Advanced Televantage Features
Advanced TeleVantage Features...
Page 213: Chapter 15. Call Forwarding And Routing Lists
HAPTER HAPTER ORWARDING AND OUTING ISTS HAPTER ONTENTS About call forwarding and routing lists ....... 15-2 Forwarding calls .
Page 214: About Call Forwarding And Routing Lists
About call forwarding and routing lists _______________________ TeleVantage provides two ways of receiving your calls at a phone other than your own, ensuring that you do not miss important calls when you are away from your desk: Your incoming calls ring at another phone. You can use another Call forwarding.
Page 215: Forwarding Calls
Forwarding calls _________________________________________ Call forwarding causes your calls to ring at another phone, either another extension or an external number. Call forwarding is useful when you are working away from your desk or your office for a period of time. Notes Call forwarding automatically updates the default location in all your...
Page 216 Enter or select the number to dial in one of the following ways: Enter the number to which calls are forwarded in the Name/Number field. You can also type the name of a contact or user. Name/Extension Click and select an extension on the list. You can also select a queue, Extensions auto attendant, IVR Plug-in, or workgroup.
Page 217 step), you should enter at least 30 seconds. If you enter less time, the call might be sent to your voicemail before you finish listening and responding to the prompts. If checked, the person who picks up the phone Prompt recipient for password. hears, “Call for <your voice title>.
Page 218: Receiving Forwarded Acd Workgroup Calls
Receiving forwarded ACD workgroup calls If you receive calls as part of an ACD workgroup, and you have forwarded those calls to another number, the ACD workgroup user’s settings override your call forwarding settings. For example, you might have unchecked , but you might Prompt recipient to accept or decline call nevertheless get prompted to accept or decline the call when you receive an ACD workgroup...
Page 219: Using Routing Lists
Using routing lists________________________________________ A routing list is a series of phone numbers that TeleVantage dials when calls for you arrive. If you do not answer at one location, TeleVantage proceeds to the next. For example, you can set up a routing list that tries you at your desk, then at your home, and finally at your mobile phone. A routing list also contains a final action that determines what happens if no one answers.
Page 220: The Routing Lists Folder
Caller options while following a routing list When a routing list moves to the next action, TeleVantage can alert the caller and offer the following choices: Press 1 or stay on the line to try the next number. Press 2 to leave a voice message. Press 3 to return to the auto attendant.
Page 221 You cannot edit the Standard routing list. To have calls follow a different route, you must create a new routing list and make it the active routing list. The active routing list The active routing list is the routing list that all incoming calls follow. Calls can follow another routing list if you have created call rules for them (see Chapter 17).
Page 222: Creating A New Routing List
Creating a new routing list Choose . The Routing List dialog box opens. Under File > New > Routing List , the actions of your routing list appear in the order that they will be completed. Actions Each action is a phone number at which TeleVantage will try to reach you. Enter a name for the routing list in the field.
Page 223 page 15-2). Specify the length of time the phone should ring in the Ring duration field. This action directs calls to an extension or an external Call me at another location. number that you specify. Click to open the Call Me at Another Location dialog box, which functions in the same manner as the Place Call To dialog box.
Page 224 You can select one of your greetings or , which System menu to try the next location offers the caller options (see “Caller options while following a routing list” on page 15-8). You can also click to create a new greeting. For example, a message might say, “The system will now try my home number to try to find me.
Page 225 Final action Description Transfer to an extension. The call is transferred to an extension that you select on the Extension dropdown list, for example, an operator, a coworker who handles your calls, or an auto attendant. The transferred call is treated as a new call to that extension.
Page 226: Handling Busy Station Calls Differently Than Calls Not Answered
Handling busy station calls differently than calls not answered You can optionally specify two final actions—one for situations when your station is busy, one for situations when each action rings and goes unanswered. This allows you to handle calls differently when you’re on a call vs. when you’re away from your phone(s). For example, you can have a special greeting that plays when you’re on a call, that says, "I'm on the phone right now, please leave a message.”...
Page 227: Using Greetings With Routing List Final Actions
See “Using workgroups” on page 16-14 for instructions on creating a workgroup. To route calls to a workgroup as an action in an existing routing list Double-click the routing list in the Routing Lists folder. The Routing List dialog box for that routing list opens.
Page 228 If you select a specific greeting under , that greeting overrides the active greeting Play greeting and plays to all callers who reach the final action of the routing list, even if a different greeting is specified in a call rule or personal status. If you clear the checkbox, no greeting plays to callers who reach the final action Play greeting...
Page 229 HAPTER HAPTER ANAGING ONTACTS AND ORKGROUPS HAPTER ONTENTS About contact management and TeleVantage ......16-2 The Contacts folder..........16-2 Managing contacts .
Page 230: About Contact Management And Televantage
About contact management and TeleVantage__________________ ViewPoint’s Contacts folder provides you with an online phone book of your telephone contacts in which you can enter the names, phone numbers, and other information about people you talk with frequently on the phone. After you enter contacts, you can place calls to them with a few clicks of the mouse.
Page 231: Private And Public Contacts
Private and public contacts In TeleVantage, contacts can be private or public, as follows: are your own personal contacts. These contacts appear only in the Private contacts Contacts folder of your ViewPoint on your computer. Other users cannot see your contacts unless you explicitly share your Contacts folder with them.
Page 232: Managing Contacts
Managing contacts________________________________________ You can manage your contacts using TeleVantage ViewPoint, or you can use another contact manager application or customer relationship management program with TeleVantage if you prefer. You can also import contacts from other contact managers into TeleVantage. See “Importing contacts from other contact managers into TeleVantage”...
Page 233 Entering a contact's name and basic information Choose . The Contact dialog box opens to the General tab. File > New > Contact Select which folder to create the contact in, using the Create new contact in folder dropdown list. If you have permission to create public contacts, you can make this contact a public contact by choosing .
Page 234 In the dropdown list, select the language that you want Preferred telephone prompts TeleVantage to use when it plays voicemail and other prompts to this contact. The available languages are the languages that were installed on your system. Entering a contact's phone numbers and addresses On the General tab in the Contact dialog box, double-click the appropriate line in the list.
Page 235: Placing Calls To Your Contacts
Recording a voice title for a contact In the Contacts folder, select the contact for whom you want to record a voice title and choose File > Open In the Contact dialog box, click the Caller Identification tab. Record the voice title by using the audio controls. See “Using the audio controls” on page 8-26 for instructions.
Page 236: Identifying Contacts By Name
The benefits of having TeleVantage recognize contacts include: Their names appear in the Call Monitor while the phone is ringing to let you know who is calling. Their names are displayed on your Caller ID phone, if you have one. Their names appear in the Call Log and Voicemail folders, so that you can easily see contacts in your phone record and quickly call them back.
Page 237: Associating A Call Or Caller Id Number With A Contact
To guarantee that TeleVantage recognizes contacts, regardless of the phone number from which they are calling, use a contact PIN. See “Using contact PINs for guaranteed recognition” on page 16-12 for more information. Adding phone numbers for contact recognition You can add a phone number to a contact’s Incoming Caller ID list by doing one of the following: Add a new phone number for the contact in the General tab and check Use phone...
Page 238 For example, the following illustration shows a voice message before association, showing “Unknown” as the caller. The next illustration shows the same message after you associate it with your contact Nathaniel Chestnut. You can teach TeleVantage to recognize a caller by Caller ID name instead of the phone number.
Page 239: Understanding Name And Number On Caller Id
reverts it to being identified as from that contact. To create a new contact directly from this dialog box, click . (See “Entering a new contact” on page 16-4 for instructions.) When you finish creating the contact, you return to this dialog box with the new contact added to the list. If the call came from a phone number that is new for this contact, you can add the new number to the contact’s phone number list now.
Page 240: Using Contact Pins For Guaranteed Recognition
office’s PBX system uses a random trunk for all outgoing calls. The Caller ID name, however, remains constant, so you should use that for association. (for example, california - If the call is from a standardized Caller ID name 7605550807). In cases where the Caller ID name is standardized for many different phones, you should use the phone number for association.
Page 241: Using Contacts In Another Contact Manager
Using contacts in another contact manager___________________ If you make extensive use of another TAPI-compatible contact manager or customer relationship management application such as Microsoft Outlook, GoldMine or FrontOffice 2000, or Interact Commerce Corporation’s Act!, you can place TeleVantage calls to your contacts from those applications by using the TeleVantage TAPI Service Provider.
Page 242: Using Workgroups
Importing contacts into TeleVantage See “Importing and exporting TeleVantage items” on page 8-27. Using workgroups ________________________________________ A workgroup is a group of related extensions or contacts. Extensions in TeleVantage include users, IVR Plug-ins, auto attendants, or queues. With a workgroup you can: Send, reply, or forward a voice message to the workgroup.
Page 243: Personal And Public Workgroups
Personal and public workgroups Generally, the workgroups you will create in TeleVantage are personal workgroups. Only you can see the personal workgroups that you create. Other users cannot see workgroups that you create. Public workgroups, which are accessible to all TeleVantage users who have permission to see them, can be created only by Administrator users or other users who have been given special permission to do so.
Page 244: Having A Workgroup Appear As An Extensions Tab
Choose . The Workgroup dialog box opens. File > New > Workgroup Enter a for the workgroup and any to describe the workgroup. Name Notes Add one or more members to the workgroup by selecting names on the list of and then clicking .
Page 245 You can also choose to show a tab for any other personal workgroups or any other public workgroup. To specify whether a workgroup has a tab in the Extensions list Select the workgroup in your personal Workgroups folder or the public Workgroups folder (see “Personal and public workgroups”...
Page 247 HAPTER HAPTER SING ULES HAPTER ONTENTS About call rules ..........17-2 The Call Rules folder.
Page 248: About Call Rules
About call rules __________________________________________ TeleVantage call rules enable you to handle specific incoming calls differently than other calls. For example, you can create a call rule for your friend Jim so that he is routed to your cell phone and hears a special voicemail greeting whenever he calls. Call Rules overview To create a call rule, you determine two things: Which incoming calls activate the call rule...
Page 249: Examples Of How You Can Use Call Rules
Examples of how you can use call rules Calls from your “Friends” workgroup can follow a routing list that tries you at several locations in the office during business hours. During your lunch hour, you can have a special “At lunch” greeting that plays to callers before sending them to voicemail.
Page 250: Creating A New Call Rule
Creating a new call rule____________________________________ The following procedure explains how to create a call rule. Be sure to go to any sections referenced in the procedure. To create a new call rule Choose . The Call Rule dialog box opens. File >...
Page 251: Combining Caller And Schedule Conditions
Combining caller and schedule conditions When you create a call rule, you can specify only caller conditions, only schedule conditions, or both conditions together, with the following results: The call rule is always active and handles calls that meet its Only caller conditions.
Page 252: Setting Schedule Conditions
Setting schedule conditions To make the call rule active during certain dates or times only, check Calls at certain dates or times is unchecked, the call rule is always active and will handle Calls at certain dates or times incoming calls that meet its caller conditions at all times. To set a schedule condition Check Calls at certain dates or times...
Page 253 Specifying custom hours If you selected as your schedule condition, use the following procedures During custom hours to specify when the call rule activates. To have the call rule activate on a daily or weekly basis Click . The Custom Hours dialog box opens. Custom Hours Check the days for which you want to set custom hours.
Page 254: Selecting How A Call Rule Handles A Call
If you select , enter the for the day. Partial day Active hours Click when you are finished setting the schedule. Selecting how a call rule handles a call Calls are normally handled with your active settings, such as your standard greeting and routing list.
Page 255: Choosing The Priority Of A Call Rule
Choosing the priority of a call rule __________________________ TeleVantage handles incoming calls according to the priority of your call rules. The call rules in the Call Rules folder are ordered from the top down. If two call rules apply to the same call, the call rule highest in the list is the one used.
Page 256: Ignoring All Call Rules
Ignoring all call rules ______________________________________ If you create routing lists and call rules, TeleVantage handles your incoming calls according to those settings and rules. There can be times, however, when you want TeleVantage to ignore those rules. You can set TeleVantage to use the Standard routing list and ignore your call rules by choosing .
Page 257: Chapter 18. Customizing Viewpoint
HAPTER HAPTER USTOMIZING OINT HAPTER ONTENTS About customizing ViewPoint ........18-2 Customizing telephone behavior.
Page 258: About Customizing Viewpoint
About customizing ViewPoint_______________________________ You can customize ViewPoint and your TeleVantage account to suit the way you work. Most customization options presented in this chapter are set in the Options dialog box, accessed by choosing . Your TeleVantage system administrator may have made some or Tools >...
Page 259 Field See... \ Call Announcing Announce who the call is “The “call for” announcing prompt” on page 7-3 Screen and announce “Customizing or turning off call the caller ... announcing” on page 18-6 \ Station Features “Specifying your phone type” on Analog phone type (Internal analog page 18-5...
Page 260 Field See... \ E-Mail “Setting up e-mail notification” on Notification page 13-12 \ Pager Notification “Setting up pager notification” on page 13-13 \ Call Notification “Setting up call notifications” on page 13-14 ViewPoint “Resetting ViewPoint so that login is Log on automatically required”...
Page 261: Customizing Telephone Behavior
Customizing telephone behavior____________________________ The options described in this section allow you to customize your interaction with TeleVantage on the phone. These options include: Specifying your phone type. See the next section. Recording a voice title. See this page. Changing the language of telephone command prompts. See page 18-6. Customizing or turning off call announcing.
Page 262: Changing The Language Of Telephone Command Prompts
You have a limited amount of space for your voice title, your contacts’ voice titles, your greetings, and recorded conversations. Ask your TeleVantage system administrator how much space you have been allocated and how much you have used. Changing the language of telephone command prompts TeleVantage can play the telephone command prompts in any language that was installed with TeleVantage.
Page 263 Calls from external callers who choose your extension from an auto External. attendant or are transferred to you by another user. Calls from external callers who dial you directly. If you have a External Direct. Direct Inward Dial (DID) number, or if a trunk line is routed directly to your extension, you may receive these types of calls.
Page 264: Customizing Or Turning Off Call Waiting
Customizing or turning off call waiting With call waiting turned off, incoming calls that arrive while you are on the phone go directly to the next action in your routing list (by default, the next action is your voicemail). However, if call waiting is turned off, you can easily intercept an incoming call visually in your Call Monitor folder.
Page 265: Turning Ringback For Calls On Hold On And Off
Turning ringback for calls on hold on and off If you hang up with one or more calls on hold or parked, TeleVantage can ring your phone to remind you of the calls. You can turn ringback on and off, and you can specify how long TeleVantage waits before ringing your phone.
Page 266: Customizing How Long Your Phone Rings
To customize your dial-by-name listing Choose . The Options dialog box opens. Tools > Options On the Personal tab, uncheck to remove yourself from List in dial-by-name directory the directory. If checked, callers can dial you by name. If you choose to be listed in the dial-by-name directory, you can check Play extension to have TeleVantage read your extension to callers who find you by using to the caller...
Page 267: Changing Ring Patterns
Changing ring patterns You can change how your phone rings when you receive an incoming call. You can set different ring patterns for internal and external calls. Choose . The Options dialog box opens. Tools > Options Click the Phone \ Ring Patterns tab. Under , select the type of ring that you want for Ring patterns...
Page 268: Enabling And Disabling Voice-First Answering
Enabling and disabling voice-first answering For an overview of voice-first answering, see “Receiving internal intercom calls with voice-first answering” on page 4-5. Use the following procedure to enable or disable voice-first answering from ViewPoint: Choose Tools > Options. On the Phone \ Station Features tab, check or uncheck Voice-first answering Click Customizing your hold music...
Page 269: Configuring A Digital Feature Phone
Configuring a digital feature phone__________________________ If your station is supported digital feature phone, you can configure it in ViewPoint. For instructions on using the digital phone, including using line appearances, see “Using digital feature phones” on page 4-11. To configure a digital feature phone Choose .
Page 270 If checked, when an SDN rings, picking up the Pickup answers a ringing SDN. phone connects you immediately to the call. If unchecked, to connect to a ringing SDN call you must pick up the phone, then press the SDN. For information on SDNs, see “Using SDNs”...
Page 271 Click the button in the column to open the Speed Dial Speed Dial. Parameter dialog box. Select or enter the number to dial and click . For instructions on using the Numbers and Extensions tab, see “Using the Place Call To dialog box” on page 12-3.
Page 272: Customizing Incoming Call Behavior
Feature Description Redial Redials the last call received. Release Disconnects the call. Note that if another line appearance is ringing, hanging up the phone will connect you to that line, so Release gives you a way to hang up without taking the new call. Send to Voicemail Sends the call to your voicemail.
Page 273: Customizing Isdn Outbound Caller Id
Note: With “For all incoming calls” selected, a half-selection mark indicates that the option is selected in another category. Select any of the following options: Brings ViewPoint to the front of your desktop with the Display the Call Monitor. Call Monitor showing when a call arrives. If you are actively working in another folder, ViewPoint opens the Call Monitor folder.
Page 274 requirement, because some institutions have the right to read blocked Caller ID, for example emergency services and 800-numbers. From the dropdown list, select one of the following ISDN outbound Caller ID name options for your Caller ID name: Your outbound Caller ID name is whatever your system System default.
Page 275: Customizing Sip Accounts
Customizing SIP accounts_________________________________ If your system is configured to place Voice-over-IP (VoIP) calls using SIP, you can define one or more SIP accounts, which are used to identify you to remote SIP end points. By default, remote SIP end points must call you using an address based on your extension, such as “sip:101@vertical.com”...
Page 276: Customizing Voice Message Behavior
Customizing voice message behavior________________________ You can customize use of stutter dial tone, the message waiting light, and the order in which you hear your voice messages. For example, you can hear your unheard (new) messages in the order newest to oldest, and then you can hear your heard (old) messages in the order oldest to newest. Turning off stutter dial tone Stutter dial tone is an audible signal that alerts you to new voice messages when you pick up your phone.
Page 277: Customizing Viewpoint For Operators
Customizing ViewPoint for Operators________________________ If you are an Operator user, you can use the following options to make your tasks easier and faster: When you have several incoming calls at Place incoming call on hold automatically. once, you can have TeleVantage put each one on hold automatically until you are ready to answer it, so that none of them go to voicemail.
Page 278: Customizing The Viewpoint Display
Customizing the ViewPoint display __________________________ You can customize your ViewPoint display in any of the following ways. Showing or hiding ViewPoint window elements You can show or hide ViewPoint’s Navigation pane, status bar, toolbars, and other window elements by checking or unchecking their entries on the menu.
Page 279 To show or hide columns in a ViewPoint folder: Choose . You can also right-click in the folder View > Current View > Show Columns and select . The Show Columns dialog box opens. For an explanation Show Columns of the columns, click Help Do any of the following: In the...
Page 280: Changing The Font Of A Viewpoint Folder
Keeping columns in view when you scroll horizontally In any folder you can drag a vertical lock line to a column division, so that all columns to the left of the lock line remain on-screen when you scroll horizontally. For example, in the Contacts folder, you could keep the Name column on-screen when you scroll to the right, so that you can always see the names of your contacts as you view other information about them.
Page 281: Enhancing Viewpoint With Add-Ins
Enhancing ViewPoint with Add-ins __________________________ Add-ins are custom executable (.exe) files or Dynamic Link Library (.dll) files that add extra functionality to TeleVantage ViewPoint. Add-ins can enhance ViewPoint with custom toolbar or menu options, or process data behind the scenes, for example, monitoring incoming calls for Caller ID that matches certain criteria.
Page 282: Using The Reverse Phone Number Lookup Sample Add-In
uncheck Enabled To view or change options for an Add-in, click it, then click Options When you are done adding Add-ins, click Close Using the Reverse Phone Number Lookup sample Add-in The Reverse Phone Number Lookup sample Add-in enables you to right-click a phone number and display a web page with the results of a Google™...
Page 283 Customizing the Desktop Alert Add-in To customize the alert behavior for new calls and voice messages, choose Tools > Desktop . The Desktop Alert Options dialog box opens. Alert Options To customize desktop alerts To enable desktop alerts for new calls or new voice messages, check the appropriate category.
Page 284: Using The Televantage Instant Messaging Add-In
Check and enter the maximum Limit the number of simultaneous alerts to __. number of alert windows that you want open on the screen at any one time. After that number is reached, new alerts appear in the existing windows. If unchecked, an unlimited number of alert windows can be open at the same time.
Page 285: Other Customization Options
Other customization options _______________________________ The following table refers you to customization options described elsewhere in this manual. Feature Description Recording greetings Create recordings that page 2-3, page 13-18 callers hear when they reach your voicemail. Recording a Create a recording page 11-8 grab-and-hold heard by incoming...
Page 287: Appendices
Appendices...
Page 289: Appendix A. Telephone Commands Quick Reference
PPENDIX PPENDIX ELEPHONE OMMANDS UICK EFERENCE HAPTER ONTENTS Call announcing commands ........A-1 Call handling commands.
Page 290: Call Handling Commands
Call handling commands __________________________________ As soon as you press to put a call on hold, you will hear a context-sensitive menu of call Flash handling options. The caller does not hear these menu prompts. At any time while listening to the prompts, you can press again to reconnect to the caller.
Page 291: Quick Call Commands
Quick call commands_____________________________________ Pressing * at a dial tone gives you quick access to the commands listed in the following table Some or all of these commands may be unavailable to you if your system administrator has not granted you permission. Quick call commands Hear your phone’s station ID, extension and other information.
Page 292 Quick call commands Test hold audio. Enter the ID number of a hold audio source to hear the audio exactly as callers on hold are hearing it. See your system administrator for the ID numbers of hold audio sources. See the next table for a list of quick call commands for *50-56 call center agents and supervisors.
Page 293: Quick Call Commands For Call Center Agents
Quick call commands for call center agents The following commands are available only for agents in a call center queue. Quick call commands Call as a queue. This logs your subsequent outbound calls as being placed by the queue, to keep track of which outbound calls are queue-related.
Page 294: Voicemail/Account Menu
Quick call commands Go on break. You become unavailable and the call center queues stop sending you calls, but your workday is still ongoing for statistical purposes. This command changes your personal status to On Break. While you are on break, non-queue calls continue to ring your phone.
Page 295: Voicemail/Account Menu Commands
Voicemail/Account menu commands Summary of Commands Voice messages (Inbox folder) Voice messages (Saved folder) 1 Replay 2 Next message 3 Delete message 41 Reply 42 Forward 43 Call back 44 Call back & delete 5 Previous message 6 Save 7 Rewind 8 Undelete all 9 Fast Forward # Skip message preamble;...
Page 296 Option 4 3 reads the callback number to you. You can press 1 to dial it, or press 2 to dial other numbers such as the user's extension or any of the contact's numbers. You can also press 2 # to dial any other number. Personal Status commands The commands shown in the following table are available after choosing from the...
Page 297: Appendix B. Working As An Agent In A Call Center Queue
PPENDIX PPENDIX ORKING AS AN GENT IN A ENTER UEUE HAPTER ONTENTS Whether this chapter applies to you ........B-2 Starting and ending your shift, and taking breaks .
Page 298: Whether This Chapter Applies To You
Whether this chapter applies to you _________________________ This chapter provides instructions for working as an agent in a TeleVantage call center. Whether or not this chapter applies to you depends on the TeleVantage call distribution method that your office uses, as follows: if you are an agent in a TeleVantage call center queue that was set up Use this chapter using separately licensed call center agent licenses.
Page 299: Ending Your Shift
Ending your shift Note: Use this procedure at the end of your shift only. To take a break during your shift, use the On Break personal status to ensure the integrity of call center statistics. See the next section, “Taking a break.” To stop receiving queue calls, make yourself unavailable by doing either of the following: Using your telephone keypad, press at a dial tone.
Page 300: Working At Different Phones
Working at different phones ________________________________ If you need to work at a phone other than your default station, or if you have no default station and always work at a variety of phones, add the following steps to your routine: When you first sit down at a new phone to receive calls, before marking yourself as Available, log on and forward your calls to your current location.
Page 301: Signing In And Out Of A Queue
Signing in and out of a queue ______________________________ You can be either signed in or signed out of each queue to which you belong. Only when you are signed in do you receive calls from the queue. When you are signed out of a queue, you can see and affect its calls in the Call Monitor, but the queue does not send calls to your phone.
Page 302: Receiving And Handling Queue Calls
Receiving and handling queue calls _________________________ You can receive and handle queue calls by using either the telephone commands or ViewPoint. When the queue sends a call to you, your phone rings and the call appears in ViewPoint’s Call Monitor folder. Queue calls ignore your routing list and only ring your “Where I Am” location (your station or call forwarding number).
Page 303: Using The Call Monitor Tabs
Having your calls recorded The queue may be configured to record some or all of your queue calls. You receive no indication that a call is being recorded. The queue may be configured to place call recordings in your Inbox as new voice messages. Your non-queue calls will not be recorded unless the TeleVantage system has been configured to record all calls.
Page 304: Wrap-Up Time
Wrap-up time After you finish a queue call, you are given wrap-up time to complete any work relating to the call. During your wrap-up time you will not receive any queue calls. Your TeleVantage system administrator sets how much wrap-up time you have. While you are in wrap-up time, appears in ViewPoint status bar.
Page 305: Determining Whom You Are Calling As
To revert to placing calls as yourself, select yourself from the dropdown list. To place calls as a queue using the telephone Pick up your phone and press at a dial tone. *14<queue’s extension># To switch back to calling as yourself, press at a dial tone.
Page 307: Appendix C. Supervising A Call Center Queue
PPENDIX PPENDIX UPERVISING A ENTER UEUE HAPTER ONTENTS About supervising queues in ViewPoint ....... C-2 Viewing current queue calls .
Page 308: About Supervising Queues In Viewpoint
About supervising queues in ViewPoint ______________________ This appendix describes the process of supervising a TeleVantage call center queue. For complete instructions on setting up and managing a TeleVantage call center, see the TeleVantage Call Center Administrator’s Guide. You can assign agents any number of queue permissions that give them the ability to supervise a queue.
Page 309: Monitoring Queue Statistics
Monitoring queue statistics ________________________________ Agents who have the permission set to Allow can monitor a queue’s Monitor queue statistics performance by using either the telephone commands or the Queue Monitor folder in ViewPoint. Viewing queue statistics in the Queue Monitor folder The Queue Monitor folder lets you monitor queue activity in real time.
Page 310 The Agents pane displays the information shown in the following table. Some columns may be hidden by default. To show them, choose View > Current View > Show Columns Agents Pane Information Icon showing the agent’s phone as on-hook or off-hook.
Page 311 Agents Pane Information Agent State Agent’s current level of availability to take calls from this queue. Note than an agent can be in different states for different queues at the same time. The possible states are: Ready. The agent is signed in, and in the personal status Available or Available (Queue Only), and the phone is on-hook.
Page 312 Agents Pane Information Time in State The length of time that the agent has been in the current state for this queue. Times are displayed in the following format: days: hours:minutes:seconds. Calls answered Number of incoming calls from this queue that the agent has answered since the beginning of the queue’s current display period.
Page 313 Agents Pane Information Forced Break Number of times the queue has automatically placed the agent in On Break status for letting queue calls ring unanswered, since the display period . beginning of the current Inbound Calls Number of incoming queue calls that the agent has participated in since the beginning of the queue's current display period, including inbound calls transferred from other...
Page 314 The Queue Statistics pane At the bottom of the Queue Monitor folder, the Queue Statistics pane displays statistics for the queue as a whole. To show or hide the Queue Statistics pane, choose View > Queue Statistics Pane You can display queue statistics for inbound calls only, outbound calls only, or all calls, by clicking the appropriate button above the Queue statistics by day section Note:...
Page 315 Queue Statistics Pane Agents on break Number of agents currently signed in and in the On Break personal status. Agents ready Number of agents waiting to receive queue calls. Ready agents are those who are signed in, have their personal statuses set to Available or Available (Queue Only), and are not currently off hook or in a wrap-up period.
Page 316 Queue Statistics Pane Avg. talk time Length of the average time that callers spent talking with agents. Calls to voicemail Number of calls that went to voicemail without being handled by an agent, as a result of callers pressing the key to leave voicemail. Total talk time Total number of minutes that callers have spent talking with agents.
Page 317 Queue Statistics Pane Longest time* Length of the longest time by one call. Average time* Length of the average time over all calls. Total time* Total number of minutes from all calls. * Talk time = Time spent talking with an agent. Combined Statistics Calls attempted Total number of inbound calls received and...
Page 318: When Statistics Are Reset
When statistics are reset Statistics are reset to zero at the following times: Statistic type When reset Statistics by day At midnight, or when the Server is restarted. Statistics by period On 15, 30, or 60 minute intervals, depending on your configuration for Statistics period interval.
Page 319: About Agents' Personal Status And State
About agents’ personal status and state It is important to distinguish between an agent’s personal status and state. Determines whether the agent receives queue calls. An agent's Personal status. personal status is the same across all queues. Displays the agent's current activity, for example, whether the agent is currently State.
Page 320 The following table shows how agent positions are calculated for each distribution algorithm. The descriptions apply separately to primary agents and to each tier of overflow agents. Algorithm Agent positions Top down Agents’ positions are ordered by their order in the queue and do not change.
Page 321 Algorithm Agent positions Least talk time Agent positions are ordered according to which agent has spent the least time on inbound queue calls during the current display period. The agent who has spent the least time on inbound queue calls since the beginning of the shift is at position 1.
Page 322: Monitoring Queue Statistics Using The Phone
Monitoring queue statistics using the phone Agents who have permission to monitor queue statistics can hear the current statistics for a queue at any time by picking up a TeleVantage phone and dialing . The system prompts them to select the queue for which they want to hear statistics. Dialing plays the queue statistics shown in the following table.
Page 323: Viewing When Agents Are Being Monitored
If the agent whose call you are supervising transfers the call to another party, or parks it and it is unparked by another party, you are disconnected. How monitoring and coaching appear in the Call Monitor When you are monitoring or coaching an agent on a call, the call appears in your Call Monitor showing all three parties to the call.
Page 324: Managing Agents' Status
Managing agents’ status ___________________________________ With supervisor permissions, agents can directly control the status of other agents in the queue in the following ways: Signing agents in or out of a queue Changing an agent’s personal status Signing agents in or out of a queue An agent who is signed in to a queue receives calls from that queue when ready.
Page 325: Changing An Agent's Personal Status
Check or uncheck This agent is signed in Click to close the Agent dialog box. Click to close the Queue dialog box. Changing an agent’s personal status A agent who has the permission set to Allow can Change an agent’s personal status directly change the personal statuses of agents in the queue.
Page 326: Managing A Queue's Voice Mailbox
Managing a queue’s voice mailbox __________________________ Agents who have the permission set to View and Edit can manage voice Access queue mailbox messages that callers leave in the queue’s voice mailbox. They can listen to messages, reply to them, and delete them. They also can create voice mailbox folders and move messages among those folders.
Page 327: Appendix D. Working As An Agent In An Acd Workgroup
PPENDIX PPENDIX ORKING AS AN GENT IN AN ORKGROUP PPENDIX ONTENTS About participating in an ACD workgroup ......D-2 Marking yourself ready and unavailable .
Page 328: About Participating In An Acd Workgroup
About participating in an ACD workgroup_____________________ This appendix describes how agents participate in an ACD workgroup. Important: This section covers instructions for working in an ACD workgroup only. For instructions on working in a call center queue, see Appendix B. For complete instructions on setting up and managing a TeleVantage call center, including an ACD workgroup, see the TeleVantage Call Center Administrator’s Guide.
Page 329: Using The Call Monitor
Using the Call Monitor ____________________________________ To use the Call Monitor to handle ACD workgroup calls, agents log on to ViewPoint using their own names and passwords. They can view incoming ACD workgroup calls by using the ACD workgroup tab in their Call Monitor folders. Call Monitor folder tabs work as follows: Displays non-ACD calls.
Page 330: Placing Acd Workgroup Calls
Placing ACD workgroup calls_______________________________ If you are an ACD workgroup agent and you place a call at your desk using the telephone or ViewPoint, by default TeleVantage marks the call as a call made by you. However, you may need to place outgoing calls as part of your work as an ACD workgroup agent. Such calls in TeleVantage can be marked as calls from the ACD workgroup—not as calls from your extension—so that reports on ACD workgroup activity accurately reflect agent performance.
Page 331: Running The Archived Recording Browser
PPENDIX PPENDIX SING THE ANTAGE RCHIVED ECORDING ROWSER The TeleVantage Archived Recording Browser is a tool for listening to and managing thousands of mailbox recordings (voice messages or call recordings) that have been archived by TeleVantage. You can search for recordings using a variety of criteria, edit or delete recordings, flag recordings for follow up, or restore them to the appropriate Inbox or other folder from which they were archived.
Page 332: Searching For Recordings
Enter your archive user . These can be different than your User Name Password TeleVantage user name and password—ask your system administrator for the user name and password to use. Click If you are prompted to do so, navigate to the network location of the recording archive. To log on as another archive user (for example, as a user with different access privileges), click , and then enter that archive user’s...
Page 333 Do one of the following: On the Basic If your search only involves the criteria shown on the Basic tab. tab, you can quickly specify commonly-used criteria, and anything you enter is treated as a partial search. For example, entering “617” in the field will Number return all records with 617 in that field, including “61755511212”, and...
Page 334 When you are done specifying your search criteria on either tab, do any of the following: To execute the search, click Find Now To reuse the search criteria again at a later time, click . In the Save Search Save As As dialog box, and then click Enter a name for your search...
Page 335 Field Description Received To limit your search to a specific time period, select this checkbox, and then select a time period from the drop-down list (for example, “Yesterday” or “Last 3 months”.) If you select “Specific date”, enter the date in the text box using the format provided, or click to select a date from a calendar.
Page 336 Field Description Equals, Does Use to search based on the exact contents of a not equal field. For example, to search for recordings of calls from Kevin McDonough, add the criteria “From Equals Kevin McDonough”. Note that when you use Equals Does not , you cannot search based on part of the...
Page 337 Field Description Like Use to search based on wildcard characters that represent one or more other characters. Use a question mark (?) to represent a single alphanumeric character. For example, to search for recordings of calls from the 617 area code and 555 exchange, add the criteria, “Number Like 617555????”.
Page 338: Saving Your Current Search
Saving your current search There are two ways to save your current search criteria in order to search using the same criteria at a later time: In the Search Archived Recordings dialog box, click Save As -or- In the Browser, click on the toolbar.
Page 339: Acting On Archived Call Recordings
The following information is displayed for each recording: , recording has been flagged for follow-up. Identifies the recording type: Voice message Call recording TeleVantage Server from which the recording was archived. Server. User’s mailbox folder from which the recording was archived. If you restore Mailbox.
Page 340 Enter a number in the Recordings text box at the top right of the Browser and press to go to that entry in the list. Use the buttons to browse through the Enter search results. To change the number of entries displayed per page, choose .
Page 341: Checking The Archive For Missing Audio Files
Click on the toolbar to move the selected recording back Restore recording. to the mailbox from which it was archived. It also stays in the archive until purged. Click , one of the audio controls at the bottom of the Export recording.
Page 342: Importing A Recording Archive From Televantage 6.X
The Purge Archived Recordings dialog box opens: Specify the recordings that you want to delete from the archive. Selecting recordings to purge works the same as using the Basic tab to search for recordings. See “Search criteria” on page E-4 for a description of each field. Click to purge mailbox recordings that match your criteria from the archive.
Page 343 PPENDIX PPENDIX H.323 SING THE ANTAGE HONE HAPTER ONTENTS About the TeleVantage H.323 SoftPhone ......F-2 Defining the TeleVantage SoftPhone as your external station .
Page 344: About The Televantage H.323 Softphone
About the TeleVantage H.323 SoftPhone ______________________ The TeleVantage H.323 SoftPhone is included with TeleVantage ViewPoint. If your system has properly configured H.323 trunks, the SoftPhone can turn your PC into an H.323-based voice-over-IP telephone. To speak and listen, you can use your PC's microphone and speakers, or a USB phone which will provide better quality.
Page 345: Softphone Requirements
SoftPhone requirements Your computer must have the following to run the TeleVantage SoftPhone: Microsoft Windows XP or higher Either of the following: A sound card, speakers, and microphone A USB phone A network connection to a TeleVantage Server running TeleVantage 6.1 or higher Defining the TeleVantage SoftPhone as your external station ____ The TeleVantage SoftPhone is included with TeleVantage ViewPoint and you can use it as your TeleVantage phone at any time.
Page 346: Using The Televantage Softphone
Using the TeleVantage SoftPhone ___________________________ The following sections provide instructions for starting and using the TeleVantage SoftPhone. Starting the TeleVantage SoftPhone To start the TeleVantage SoftPhone, do the following: When logging on to ViewPoint, click to expand the Login dialog box. Options If the SoftPhone is defined as your external station (see “Defining the TeleVantage SoftPhone as your external station”...
Page 347: Showing The Softphone Keypad Window
Showing the SoftPhone keypad window To display the SoftPhone keypad window, choose in ViewPoint. You can Tools > SoftPhone also double-click the SoftPhone icon in the system tray at the bottom right of your screen. Placing a call with the SoftPhone To place a call with the SoftPhone, use any of the following methods: Use ViewPoint's dial bar, contact list, Extensions pane, or any other method to place a call from ViewPoint.
Page 348: Adjusting Microphone And Speaker Volume
Adjusting microphone and speaker volume Open the SoftPhone keypad window (see “Showing the SoftPhone keypad window” on page F-5). Click the audio icon to expand the dialog box. Use the slider bars for to adjust the audio volume and microphone Volume pickup.
Page 349: Keeping The Keypad Window Always On Top
Click and enter an IP address (typically the IP address of the TeleVantage Server's Internet span), then click to add that IP address to the list of approved IP addresses. Repeat to add multiple IP addresses. Click to remove the selected IP address from the list. Remove Click Keeping the keypad window always on top...
Page 350: Softphone Notes
SoftPhone notes _________________________________________ The following notes pertain to using the TeleVantage SoftPhone: The SoftPhone uses Windows H.323 TAPI support, which has a limited ability to manage VoIP echo, jitter and packet loss, compared to a 'hard' IP phone such as the Uniden or Polycom phone.
Page 351 PPENDIX PPENDIX SING THE OUNTER SOFTPHONES HAPTER ONTENTS About the CounterPath SIP softphones .......G-2 Before installing the eyeBeam softphone .
Page 352: About The Counterpath Sip Softphones
About the CounterPath SIP softphones_______________________ TeleVantage supports the following CounterPath Solutions, Inc. SIP softphones: eyeBeam SIP softphone Pocket PC SIP softphone See page G-8 for a table that describes how eyeBeam and Pocket PC softphone features interact with TeleVantage. Note: The configuration procedures in this manual describe only those steps necessary for the CounterPath SIP softphones to work with TeleVantage.
Page 353: Recommended Usb Phones
Important: If your system is configured to use only H.323-based Voip, the eyeBeam SIP softPhone will not work. Use the TeleVantage H.323 SoftPhone instead. See Appendix F, “Using the TeleVantage H.323 SoftPhone.” Note that the eyeBeam SIP softphone provides higher audio quality.
Page 354: Installing And Configuring The Eyebeam Sip Softphone
Installing and configuring the eyeBeam SIP softphone __________ Use this procedure to install the eyeBeam softphone on your PC and configure it for use with TeleVantage. Notes These procedures describe the eyeBeam audio-only softphone version 1.1 3004w or higher. It is recommended that you have the eyeBeam User's Manual available as you install the softphone.
Page 355 Next, the Settings dialog box opens. Choose the SIP Accounts \ Add a New SIP Account \ Server tab. Note: If you accidentally exit the dialog box, right-click anywhere on the eyeBeam phone and choose Settings to open it again. Check This enables the eyeBeam phone to register with Enable this SIP account.
Page 356: Launching The Eyebeam Softphone
Click the SIP Accounts \ Add a New SIP Account \ Advanced tab and uncheck Send SIP keep alives Click the Media \ Audio \ Devices tab. Uncheck Enable VAD Disabling VAD creates a more natural audio sound, since the eyeBeam will transmit audio continuously rather than stopping transmission when it doesn't detect voice (which results in silence gaps).
Page 357 Click to expand the Logon dialog box. Options Select one of the following under Use this phone with ViewPoint If you have a properly-configured SIP phone external station (see “Configuring a SIP phone” on page 6-14), simply choose and enter your station ID. Station ID If you don’t have an external station, choose .
Page 358: Using Counterpath Sip Softphones With Televantage
Using CounterPath SIP softphones with TeleVantage ___________ This following table describes how eyeBeam and Pocket PC softphone features interact with TeleVantage. eyeBeam Pocket PC Feature Directions softphone softphone Dialing a number Dial numbers just as you would from a TeleVantage phone, including access codes to place external calls.
Page 359 eyeBeam Pocket PC Feature Directions softphone softphone Auto Click the eyeBeam phone’s AC button to enable Conferencing or disable Auto-Conference. Combined with Auto-Answer, these two features control how participants are added to a conference, as follows: - Manual conference. The AA off / AC off conference host manually accepts calls and adds them each to the conference.
Page 360 eyeBeam Pocket PC Feature Directions softphone softphone Flash The phone’s Flash button is not supported by TeleVantage. Pressing Flash puts the caller on hold, like with the Hold button. To generate a TeleVantage Flash command, press **. Mute Click the phone’s Mute button to mute the call. Transfer Click the phone’s Xfer button to perform a TeleVantage blind transfer.
Page 361 PPENDIX PPENDIX OGGING N WITH OMMAND WITCHES You can add various switches to the command line that ViewPoint shortcut uses to start ViewPoint. To change the command line, right-click ViewPoint shortcut icon, choose , and then click the Shortcut tab. The field shows the command line.
Page 362: Using The /Station Command
/stationusage:forward corresponds to Use <this phone > to place and answer plus calls Forward my calls to this <phone> Set this to “terminalsvrmode=1” when running a ViewPoint /terminalsvrmode. application that will be accessed by multiple users over Terminal Server or Citrix. With terminalsvrmode=1, the individual users’...
Page 363: Appendix I Reporting Problems
PPENDIX PPENDIX EPORTING ROBLEMS Using the Problem Report Wizard___________________________ If you experience a problem with one of the TeleVantage workstation applications—ViewPoint, the Administrator, the Call Center Reporter, the Contact Manager Assistant, or the TAPI Service Provider—report the problem to your TeleVantage system administrator by using the Problem Report Wizard.
Page 364: Reporting A Problem That Involves A Specific Call
Reporting a problem that involves a specific call If you encountered a problem that involved a call, the best way to report the problem is as follows: In the TeleVantage ViewPoint or Administrator, go to the Call Log folder and select the call during which the problem occurred.
Page 365: Index
NDEX Symbols # (for options after leaving a voice message) Aastra phones configuring in ViewPoint #, to skip delay dialing extensions 18-5 with voice-first answering "& others" in Call Log 14-5 access codes * (to skip over a voice mail greeting) entering using the phone * commands (table for call center queue agents) selecting using ViewPoint...
Page 366 agents (cont’d.) Archived Recording Browser (cont’d.) personal statuses for refreshing search results E-11 placing on and off call restoring recordings to Servers C-18 E-11 signing in and out running states, defined saving current search taking breaks searching for recordings using Extensions list tabs sorting search results 10-3 viewing them being monitored...
Page 367 call announcing (cont’d.) Call Monitor folder (cont’d.) commands for answering commands turning off answer 18-6 11-7 using with certain calls only associate with contact 18-6 11-14 disconnect call center 11-16 insert audio agent availability 11-13 mute agent workday procedures 11-16 12-13 park determining if you are on call for a queue...
Page 368 call rules (cont’d.) calls (cont’d.) examples of associating with a contact 17-3 11-14 how system resolves conflicts checking a phone number to dial 17-9 12-9 ignoring all conferencing 17-10 ignoring when forwarding calls using drag-and-drop 15-5 12-13 ignoring while a personal status is in effect using the phone 4-10 organizing by priority...
Page 369 calls, placing (cont’d.) Centrex extensions to contacts forwarding calls to 12-3 15-6 to extensions placing calls to 12-4 12-8 to My Numbers 12-4 Centrex system, sending a Flash command to 4-11 to voice mail checking numbers 12-9 to workgroups 12-4 CMA.
Page 370 contacts (cont’d.) digital phones searching for configuring 16-3 18-13 telephone prompt language for using 16-6 4-11 Contacts folder direct transfer adding as a pane in Call Monitor 8-15 disconnecting calls without hanging up 6-11 11-16 A-Z buttons in 16-3 distribution algorithms for routing calls to double-click behavior in 18-22 workgroups...
Page 371 forwarding calls (cont’d.) using the phone F11 (return your last call) 12-10 using ViewPoint 15-3 F12 (redial your last call) 12-10 and voice mail 15-6 Favorite Folders list 8-10 when logging on faxes, disabling call waiting for forwarding voice mail feature comparison table using the phone final actions in routing lists...
Page 372 intercom, using your phone as internal calls, defined H.323 terminals. See Internet calls internal dial tone, getting 4-11 handling calls, table of commands Internet calls handling calls. See calls placing using the phone hands-free answering placing using ViewPoint 12-9 enabling and disabling using the phone IP calls.
Page 373 messages. See voice mail Operators changing your personal one Microsoft Exchange Server, synchronizing with 18-9 13-7 customizing ViewPoint for 18-21 Microsoft Outlook tips on transferring calls 11-12 mobile phones, issues with routing lists 15-8 Options dialog box 18-2 monitoring Options dialog box, guide to 18-2 agents’...
Page 374 personal status (cont’d.) placing calls (cont’d.) changing another user’s quickly from ViewPoint folders 9-14 12-6 changing yours. See personal statuses/selecting through system from a remote phone creating custom to contacts 12-3 in call rules to extensions 17-8 12-4 list for call center queue agents to My Numbers 12-4 list of pre-defined...
Page 375 prompts (cont’d.) remote phone use (cont’d.) to accept or decline forwarded calls ViewPoint logon options 15-5 to callers following routing lists with ViewPoint 15-11 See also telephone commands without ViewPoint public renaming ViewPoint items 8-18 contacts 16-3 replying to voice mail folders 8-22 using the phone...
Page 376 statistics for queues displayed scheduling when reset C-12 call rules 17-6 status bar 8-12 notifications of voice mail 13-15 statuses. See personal statuses screening calls stop button 8-26 with call announcing stutter dial tone with ViewPoint 11-7 defined screening voice mail turning on and off 13-12 18-20...
Page 377 telephone commands (cont’d.) ViewPoint tables overview call announcing commands changing Server and phone call handling commands columns in 18-22 personal status selection customizing for Operators 18-21 quick call commands using * exiting voice mail/account menu hiding and showing window elements 8-12 voice message commands layout...
Page 378 voice mail (cont’d.) voice messages folders dragging to other applications 13-2 8-21 for ACD workgroups voice over IP. See Internet calls forwarding using the phone voice titles forwarding using ViewPoint 13-4 avoiding "Please say your name" prompt with from caller’s point of view capturing for contacts in their own voice 16-11 heard...

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