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Appendix D. Working as an Agent in an ACD Workgroup ........... D-1
Appendix E. Using the TeleVantage Archived Recording Browser ..
E-1
Appendix F. Using the TeleVantage H.323 SoftPhone...................F-1
U
T
V
SING
ELE
ANTAGE
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.................................. C-16
Supervising other agents' calls .......................................................... C-16
Viewing when agents are being monitored .................................... C-17
Managing agents' status.................................................................... C-18
Signing agents in or out of a queue ............................................... C-18
Changing an agent's personal status............................................. C-19
Managing a queue's voice mailbox.................................................... C-20
Managing queue voice messages on the telephone ..................... C-20
About participating in an ACD workgroup............................................ D-2
Use of the TeleVantage ViewPoint .................................................. D-2
Marking yourself ready and unavailable .............................................. D-2
Using the Call Monitor ......................................................................... D-3
Receiving a call.................................................................................... D-3
Placing ACD workgroup calls .............................................................. D-4
Taking a break ..................................................................................... D-4
Listening to the ACD workgroup's voicemail ....................................... D-4
Viewing the ACD workgroup's contacts and Call Log.......................... D-4
Running the Archived Recording Browser............................................E-1
Searching for recordings.......................................................................E-2
Starting a new search........................................................................E-2
Saving your current search ...............................................................E-8
Loading a saved search ....................................................................E-8
Managing individual recordings ............................................................E-8
Acting on archived call recordings ........................................................E-9
Checking the archive for missing audio files.......................................E-11
Purging archived recordings ...............................................................E-11
Importing a recording archive from TeleVantage 6.x..........................E-12
About the TeleVantage H.323 SoftPhone.............................................F-2
Recommended USB phones ............................................................F-2
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