Toshiba Viewpoint Manuals

Manuals and User Guides for Toshiba Viewpoint. We have 1 Toshiba Viewpoint manual available for free PDF download: User Manual

Toshiba Viewpoint User Manual (378 pages)

For Strata CS Communication Server

Brand: Toshiba | Category: Software | Size: 4.68 MB

Limited Warranty
4
Table of Contents
5
Getting Started

19
Chapter 1. Introducing Strata CS

21
Chapter 2. Recording Your Voice Title and Voicemail Greeting

29
Using the Telephone

33
Chapter 3. Placing Calls on the Phone

35
Chapter 4. Answering and Handling Calls on the Phone

43
Chapter 5 . Managing Voicemail and Your Account with the Phone

58
Chapter 6. Using Strata CS with a Remote Phone

67
Chapter 7. Sharing Stations

83
Chapter 8 . Using Strata CS Viewpoint

90
Sing Trata Cs

91
- Using Viewpoint with a Different Phone or Server
  92
- Using Viewpoint with Another Station or a Remote Number
  94
- Changing Your Password
  95
- Logging on with Command-Line Switches
  95
- Logging on with New Logon Options
  95
- About the Tip of the Day
  96
- About the Welcome Wizard
  96
- Exiting Viewpoint
  96
  - Exiting and Logging off
    96
- Watching the Viewpoint Quick Tour
  96
- Elements of the Viewpoint Window
  97
  - The Menu Bar
    97
  - The Toolbar
    97
  - The Navigation Pane
    98
  - The View Bar
    99
  - The Status Bar
    100
  - Hiding and Showing Viewpoint Window Elements
    100
  - Locking Viewpoint Window Elements
    101
  - Customizing the Viewpoint Display
    101
- Viewpoint Folders
  101
- Managing Folders and Items
  104
  - Using Commands in Folders
    104
  - Managing Items in Folders
    104
  - Renaming Items
    106
  - Printing Items in Folders
    109
- Organizing Items in Folders
  109
  - Viewing Folders in the Folder List
    110
  - Private and Public Folders
    110
  - Managing Folders
    110
  - Viewing Public Folders
    111
  - Managing the Deleted Folder
    111
- Sharing Folders
  112
  - Viewing Shared Folders
    114
  - Deleting Shared Items
    114
- Using the Audio Controls
  115
- Importing and Exporting Strata CS Items
  116
  - Exporting the Extensions List
    120
  - Exporting the Call Log
    121
Chapter 9. Using Personal Statuses

123
- About Personal Statuses
  124
  - The Personal Status Button in the Status Bar
    125
- Using Predefined Personal Statuses
  125
- Selecting a Personal Status
  127
- Modifying a Personal Status
  128
- Creating a Custom Personal Status
  128
- The Personal Statuses Folder
  131
- Personal Status and Your Active Settings
  131
  - Changing Your Active Settings
    132
  - Active Settings Hierarchy
    134
- Personal Status Defaults
  134
  - Setting Personal Status Defaults
    135
- Changing the Personal Status of Another User
  136
Chapter 10. Using the Extensions List

137
- Viewing Strata CS Extensions
  138
  - Extensions Folder Tabs
    139
  - Extensions Folder Columns
    139
- Placing Calls to an Extension
  141
- Sending an Instant Message to an Extension
  141
  - Using Instant Messaging
    142
  - Configuring Instant Messaging Options
    142
  - Disabling Instant Messaging
    142
- Changing Another User's Personal Status
  142
- Exporting the Extensions List
  142
Chapter 11 . Receiving and Handling Calls in Viewpoint

144
- Using the Call Monitor Folder
  144
  - Automatically Sorting New Calls
    144
  - Call Monitor Folder Tabs
    145
  - Call Monitor Folder Panes
    147
  - Call Monitor Folder Columns
    147
- Displaying the Call Monitor Folder Automatically
  147
- Selecting and Acting on a Call in the Call Monitor Folder
  148
  - Call Ownership
    148
  - Double-Clicking Calls
    149
- Commands While a Call Is Ringing
  149
- Commands While You're on a Call
  151
  - Putting a Call on Hold
    151
  - Transferring a Call
    152
  - Recording a Call
    154
  - Playing Recorded Audio into a Call
    155
  - Associating a Call with a Contact
    156
  - Parking a Call
    157
  - Unparking a Call
    157
  - Sending a Call to Voicemail
    157
  - Muting a Call
    158
  - Playing a Caller's Name
    158
  - Disconnecting a Call While Staying on the Phone
    158
  - Entering an Account Code for a Call
    158
  - Viewing a Call's History
    159
  - Adding Notes to a Call
    159
- Preventing Certain Calls from Ringing Your Phone
  159
- Incoming Call Indicators
  160
- Sharing Your Call Monitor Folder
  161
  - Viewing Shared Calls
    161
Chapter 12 . Placing Calls in Viewpoint

164
Chapter 13. Managing Voice Messages in Viewpoint

179
- About Managing Voice Messages in Viewpoint
  180
- Listening to Your Voice Messages and Call Recordings
  182
  - Listening to a Voice Message as It Is Being Left
    182
- Handling Your Voice Messages
  182
- Managing Call Recordings
  186
- Sharing Your Voice Messages
  186
- Managing Your Voicemail Quota
  187
  - Setting a Maximum Length for Your Voice Messages
    187
- Sending a Message Directly to a User's Voicemail
  188
- Knowing When You Have New Messages
  189
  - System Tray Button
    189
  - Number in Navigation Pane
    189
  - Stutter Dial Tone
    190
  - Message Waiting Light
    190
  - New Message Sound
    190
  - E-Mail, Pager, and Call Notifications
    190
  - Scheduling Notifications
    193
- Managing Greetings
  196
  - The Greetings Folder
    197
  - Greeting Hierarchy
    198
  - Recording a New Greeting
    198
  - E-Mailing a Greeting
    198
  - Playing a Greeting into a Call
    199
Chapter 14 . Using the Call Log Folder

202
- The Call Log Folder
  202
  - Call Log Folder Filters
    202
  - Call Log Folder Columns
    202
  - Viewing Call Details
    205
- Viewing a Call's History
  207
- Taking Notes on a Call Log Entry
  208
- Associating a Call from "Unknown" with a Contact
  208
- Returning a Call in the Call Log Folder
  208
- Entering an Account Code for a Call Log Entry
  208
- Opening the Contact Record from a Contact's Call
  209
- Listening to a Recorded Call from the Call Log
  209
- Sharing the Call Log
  209
- Reporting on the Call Log
  210
- Exporting the Call Log
  210
Advanced Strata CS Features

211
Chapter 15. Call Forwarding and Routing Lists

213
Chapter 16 . Managing Contacts and Workgroups

230
- About Contact Management and Strata CS
  230
- The Contacts Folder
  230
  - Using Contacts Folders
    230
  - Private and Public Contacts
    231
  - Changing Double-Click Behavior
    231
  - Using the Index Buttons for Quick Access
    231
- Managing Contacts
  232
  - Entering a New Contact
    232
  - Placing Calls to Your Contacts
    235
  - Sharing Your Contacts
    235
- Teaching Strata CS to Recognize Your Contacts
  235
- Opening Contacts from Within Other Folders
  240
- Using Contacts in Another Contact Manager
  240
  - Using the Strata CS Contact Manager Assistant
    241
  - Importing Contacts from Other Contact Managers into Strata CS
    241
- Using Workgroups
  241
  - Personal and Public Workgroups
    243
  - The Workgroups Folder
    243
  - Creating a Workgroup
    243
  - Having a Workgroup Appear as an Extensions Tab
    244
Chapter 17 . Using Call Rules

248
- About Call Rules
  248
  - Call Rules Overview
    248
  - Examples of How You Can Use Call Rules
    249
- The Call Rules Folder
  249
- Creating a New Call Rule
  250
- Enabling or Disabling a Call Rule
  254
- Choosing the Priority of a Call Rule
  255
  - How Strata CS Resolves Call Rule Setting Conflicts
    255
- Ignoring All Call Rules
  256
Chapter 18. Customizing Viewpoint

257
Appendices

287
Appendix A. Telephone Commands Quick Reference

289
- Call Announcing Commands
  289
- Call Handling Commands
  290
- Quick Call Commands
  291
  - Quick Call Commands for Call Center Agents
    293
- Voicemail/Account Menu
  294
  - Logging on
    294
  - Logging on from a Remote Location
    294
  - Voicemail/Account Menu Commands
    295
Appendix B. Working as an Agent in a Call Center Queue

297
- Starting and Ending Your Shift, and Taking Breaks
  298
  - Starting Your Shift
    298
  - Ending Your Shift
    299
  - Taking a Break
    299
- Whether this Chapter Applies to You
  298
- What Call Center Agents Need to Know to Get the Job Done
  299
- Working at Different Phones
  300
- Signing in and out of a Queue
  301
  - To Sign in or out of a Queue
    301
  - Seeing Whether You Are Signed in or out of a Queue
    301
- Receiving and Handling Queue Calls
  302
  - Viewing Your Position in the Queue
    302
  - Being Monitored or Coached by a Supervisor
    302
  - Using the Call Monitor Tabs
    303
  - Wrap-Up Time
    304
  - Viewing Queue Activity
    304
- Placing Calls from a Queue
  304
  - Determining Whom You Are Calling as
    305
- Popping up Caller Information
  305
  - Working Remotely
    305
Appendix C. Supervising a Call Center Queue

307
Appendix D. Working as an Agent in an ACD Workgroup

327
- About Participating in an ACD Workgroup
  328
  - Use of the Strata CS Viewpoint
    328
- Marking Yourself Ready and Unavailable
  328
- Receiving a Call
  329
- Using the Call Monitor
  329
- Listening to the ACD Workgroup's Voicemail
  330
- Placing ACD Workgroup Calls
  330
- Taking a Break
  330
- Viewing the ACD Workgroup's Contacts and Call Log
  330
Appendix E. Using the Strata CS Archived Recording Browser

331
- Running the Archived Recording Browser
  331
- Searching for Recordings
  332
  - Starting a New Search
    332
  - Saving Your Current Search
    338
  - Loading a Saved Search
    338
- Managing Individual Recordings
  338
- Acting on Archived Call Recordings
  339
- Checking the Archive for Missing Audio Files
  341
- Purging Archived Recordings
  341
- Importing a Recording Archive from Strata CS 6.X
  342
- About the Strata CS H.323 Softphone
  344
  - Recommended USB Phones
    344
  - Softphone Requirements
    345
Appendix F. Using the Strata CS H.323 Softphone

344
- Defining the Strata CS Softphone as Your External Station
  345
- Using the Strata CS Softphone
  346
  - Starting the Strata CS Softphone
    346
  - Showing the Softphone Keypad Window
    347
  - Placing a Call with the Softphone
    347
  - Exiting the Softphone
    347
- Configuring the Strata CS Softphone
  347
  - Adjusting Microphone and Speaker Volume
    348
  - Setting Preferences
    348
  - Setting Call Restrictions
    348
  - Keeping the Keypad Window Always on Top
    349
- Using the Stand-Alone Softphone
  349
  - Configuring the Stand-Alone Softphone
    349
- Softphone Notes
  350
- About the Eyebeam SIP Softphone
  352
  - Recommended USB Phones
    352
Appendix G. Using the Eyebeam SIP Softphone

352
Appendix H. Logging on with Command-Line Switches

361
Appendix I. Reporting Problems

361
- Using the Problem Report Wizard
  361
  - Reporting a Problem that Involves a Specific Call
    362
  - Reporting Other Problems
    362
Index

363

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Toshiba Viewpoint Manuals

Toshiba Viewpoint User Manual (378 pages)

Table of Contents

Getting Started

Chapter 1. Introducing Strata CS

Chapter 2. Recording Your Voice Title and Voicemail Greeting

Using the Telephone

Chapter 3. Placing Calls on the Phone

Chapter 4. Answering and Handling Calls on the Phone

Chapter 5 . Managing Voicemail and Your Account with the Phone

Chapter 6. Using Strata CS with a Remote Phone

Chapter 7. Sharing Stations

Chapter 8 . Using Strata CS Viewpoint

Sing Trata Cs

Chapter 9. Using Personal Statuses

Chapter 10. Using the Extensions List

Chapter 11 . Receiving and Handling Calls in Viewpoint

Chapter 12 . Placing Calls in Viewpoint

Chapter 13. Managing Voice Messages in Viewpoint

Chapter 14 . Using the Call Log Folder

Advanced Strata CS Features

Chapter 15. Call Forwarding and Routing Lists

Chapter 16 . Managing Contacts and Workgroups

Chapter 17 . Using Call Rules

Chapter 18. Customizing Viewpoint

Appendices

Appendix A. Telephone Commands Quick Reference

Appendix B. Working as an Agent in a Call Center Queue

Appendix C. Supervising a Call Center Queue

Appendix D. Working as an Agent in an ACD Workgroup

Appendix E. Using the Strata CS Archived Recording Browser

Appendix F. Using the Strata CS H.323 Softphone

Appendix G. Using the Eyebeam SIP Softphone

Appendix H. Logging on with Command-Line Switches

Appendix I. Reporting Problems

Index

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