USING TELEVANTAGE TELEVANTAGE 7.
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. Portions © 1999, Microsoft Corporation. All rights reserved. TRADEMARKS Vertical Communications, Inc.
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.
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..................................
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 ..........................................................
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 ..
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 .............................................
Viewing public folders...................................................................... 8-23 Managing the Deleted folder........................................................... 8-23 Sharing folders ....................................................................................8-24 Viewing shared folders.................................................................... 8-25 Deleting shared items .....................................................................
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.
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 ...............................
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 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 ............................................
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 .........................
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 ................................................
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 ..............
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.............................................
Getting Started
CHAPTER 1 CHAPTER 1 INTRODUCING TELEVANTAGE CHAPTER CONTENTS About TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Accessing TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Feature comparison table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 Getting technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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. TeleVantage dramatically expands the ways in which you can place and receive phone calls.
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. For ViewPoint requirements, see Installing TeleVantage.
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.
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.
Audience Available in print HTML book Acrobat PDF TeleVantage QuickStart Guide This small guide provides easy-to-read instructions for first-time users and basic TeleVantage use, including a complete telephone command reference and coverage of ViewPoint fundamentals. All audiences Yes Yes Yes TeleVantage Call Center Administrator’s Guide This manual describes configuring, maintaining, supervising, and participating in a TeleVantage call center.
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: Q AdministeringTV.chm. Contains Administering TeleVantage and the TeleVantage Call Center Administrator’s Guide. Q InstallingTV.chm. Contains Installing TeleVantage. Q InstallingIntel.chm. Contains Installing Intel Telephony Components. Q UsingTV.chm. Contains Using TeleVantage. Adobe Acrobat PDF books The .
CHAPTER 2 CHAPTER 2 RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETING CHAPTER CONTENTS About creating your voice title and voicemail greeting . . . . . . . . . . . . . . . . . . . . 2-2 Recording your voice title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Recording your 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: Q Your voice title (your name) Q Your voicemail greeting (what callers hear when they reach your voicemail) You can rerecord these recordings at any time.
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: Q Press # after leaving a message for more options.
Using the Telephone
CHAPTER 3 CHAPTER 3 PLACING CALLS ON THE PHONE CHAPTER CONTENTS About placing calls on the phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Dialing internal and external numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Dialing by name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 Dialing a user’s voicemail directly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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. Depending on your TeleVantage system, you can also place calls over Centrex lines or over the Internet.
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#. This skips the delay. To dial an internal number 1.
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.
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 1. Press Flash #. Your current call is now on hold and you have a dial tone. 2. Dial your call. Switching between calls To switch from your current call to a call that is on hold, press Flash 4.
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 *70 and dial the number. You do not hear the call waiting tone during that call. Incoming calls while you are on that call are sent directly to your voicemail. After the call ends, call waiting is enabled again.
Requirements for receiving a page or intercom call In order to receive a page or intercom call, the receiving user must have the following: Q 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” on page 4-4). Q No active call.
CHAPTER 4 CHAPTER 4 ANSWERING AND HANDLING CALLS ON THE PHONE CHAPTER CONTENTS About answering and handling calls on the phone . . . . . . . . . . . . . . . . . . . . . . . 4-2 Answering TeleVantage calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Handling calls with the phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6 Using digital feature phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
Q Press 3 to send the call to voicemail and monitor the message being left. The call 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. The caller cannot hear you. To talk to the caller at any time during this process, press Flash 1. If you do not want to continue to listen to the message while it is being left, hang up the 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. Ask your system administrator how many calls you can have waiting.
To disable hands-free answering, press Flash to go to dial tone, then press *10. You hear “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 Flash for a dial tone and then dial the number. To receive a call, wait for a zip tone (a beep) to notify you of the incoming call.
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. See “Placing a page or intercom call” on page 3-6.
Call-handling commands When you press Flash to put a call on hold, you hear a menu of call-handling commands (see the next table). The caller does not hear this verbal menu. Flash + Call-handling Commands 1 Transfer the call. 2 Send the call to voicemail. 3 Disconnect from the call. 4 Reconnect to the call. 5 Create a conference call. 6 Park the call. 7 Use silent hold (mutes menu until next keypress). 8 Send a Flash command to an external Centrex or PBX system rather than to TeleVantage.
Transferring a call You can transfer a call to another TeleVantage extension or an external phone number in one of the following ways: Q Blind transfer. Transfer a call without talking to the recipient. Q 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). Ask your TeleVantage system administrator for the auto attendant’s extension or view it in ViewPoint’s Extensions list.
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. Transferring one of multiple calls To transfer one of multiple calls on hold and then return to the other calls, do the following: 1.
Creating a conference call You can create a conference call in the following ways: Q By adding parties Q By connecting separate calls To create a conference call by adding parties 1. Dial the first party and wait for an answer. 2. Press Flash # for a dial tone to start another call. 3. Dial the second party and wait for an answer. 4. Press Flash 5. You and the two parties you called are now conferenced in a single call. 5. Press Flash # for a dial tone to start another call.
Unparking a call To retrieve a parked call: 1. Pick up any TeleVantage extension and dial *92. 2. Enter the orbit number. You are connected to the parked call. Putting a call on silent hold Press Flash 7 to put a caller on “silent hold.” With silent hold, you do not hear the cycling menu prompts. The caller still hears hold music. Silent hold is useful for headset or speakerphone users. Press any key to resume the menu prompts. From there, you can return to the caller by pressing 4 or Flash.
With a digital feature phone you can do the following: Q Use line appearances to handle multiple calls simultaneously, and share lines between phones. See the next section. Q Use the phone’s flexible buttons if TeleVantage features have been mapped to them. See “Using custom-mapped TeleVantage commands” on page 4-13. Using line appearances Line appearances allow the digital feature phone to handle multiple simultaneous calls, with each “line” mapped to a programmable button.
Example: An administrative assistant has an SDN mapped to her boss’s phone. When a call to 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. You can make outbound calls on an SDN line.
CHAPTER 5 CHAPTER 5 MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE CHAPTER CONTENTS About managing your account on the phone . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 About voicemail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Listening to and managing your voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 Sending a message directly to a user’s voicemail . . . . . . . . . . . . . . . . . . . . . . .
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. For a comprehensive chart of the Voicemail/Account menu, see “Voicemail/Account menu commands” on page A-7.
Knowing when you have new voice messages TeleVantage can alert you in the following ways when you have new (unheard) voice messages: Q 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. Note: Stutter dial tone is not available on Toshiba Strata digital phones. Use the message-waiting light.
Listening to and managing your voicemail ____________________ To listen to your voice messages, log on and press 1. 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 2. 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. Voice Message Commands Use while or after a message plays 1 Replay the message.
Deleting and undeleting messages To delete a message, press 3 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. Do one of the following to undelete messages while you are in a voice messages session: Q Press 3 to undelete the current 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. Note: If the system cannot dial the callback number, see your TeleVantage system administrator.
After you record a message, you can use the commands shown in the next table. Commands for Recorded Messages Use after recording a message 1 Accept the recording. 2 Review the recording. 3 Rerecord the recording. 4 Append to the end of the recording. 5 Mark the message as Urgent. 6 Mark the message as Private. 7 Enter a callback number (external number only). * Cancel the message.
Managing your greetings To manage your greetings using the telephone commands, log on and press 4. 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 1 Replay the greeting. 2 Skip to the next greeting. 3 Make this greeting active. 4 Rerecord the greeting. 6 Record a new greeting.
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 1. Log on to your account and press 5. 2. Do one of the following: Q To forward calls to another extension, press 2 and enter the extension.
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: 1. Log on to your account by picking up your phone and entering # # #. 2. Press 6 1 2. To begin receiving calls again, log on to your account and press 6 1 1. For more information about personal statuses, see the next section and Chapter 9.
CHAPTER 6 CHAPTER 6 USING TELEVANTAGE WITH A REMOTE PHONE CHAPTER CONTENTS About using TeleVantage with a remote phone . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Tips for all remote phone use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5 Using TeleVantage from a remote number without ViewPoint . . . . . . . . . . . . . . 6-5 Using TeleVantage ViewPoint remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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. From any remote phone, TeleVantage offers complete access to your voicemail and account settings, as well as the ability to receive, place, transfer, and manage TeleVantage calls.
Feature Remote Number External Station Internal Station Cell phone, home phone, legacy PBX station IP Phone, cell phone, home phone, legacy PBX station Analog phones, digital feature phones Check voicemail Yes Yes Yes Manage account using telephone commands Yes Yes Yes Screen calls Yes Yes Yes Manage calls (transfer, conference, record, etc.
Feature Remote Number External Station Internal Station Cell phone, home phone, legacy PBX station IP Phone, cell phone, home phone, legacy PBX station Analog phones, digital feature phones Specify remote number Specify station number Specify station number Check voicemail, change all ViewPoint settings Yes Yes Yes Place calls Yes Yes Yes Receive calls Via call forwarding Yes Yes Manage calls (transfer, conference, record, etc.
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 Flash, for example, to put calls on hold or use call-handling commands such as transfer or conference.
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. If you have permission, you can also place new outbound calls through TeleVantage. To log onto TeleVantage from a remote phone 1. Call your office. 2.
Notes Q 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. Q 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” on page 6-10).
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 *66 to redial a call or *15 to place a page or intercom call. For a complete list, see “Quick call commands” on page A-3. To use a quick call command, press # after logging on to get internal dial tone, then dial the command.
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. Q If your phone is not an external station, see the next section. Q If your phone is an external station , see “Using an external station” on page 6-10. Associating Viewpoint with a remote number _________________ This section does not apply to you if you have an external station. See “Using an external station” on page 6-10.
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.
There are two types of external stations: Q An IP phone. IP phones configured as external stations behave like regular 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. Note that after moving H.323 phones, you must pick up and replace the handset for TeleVantage to will send your incoming calls to the phone's new location.
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” on page 6-10).
Q Intel PBX-IP Media Gateway. Choose for stations connected to an Intel PBX-IP Media Gateway. Q Uniden IP Phone. Choose for H.323-based Uniden IP phones. Q TeleVantage Softphone. Choose for the TeleVantage H.323 Softphone. See Appendix F, “Using the TeleVantage H.323 SoftPhone.” Q SIP Phone. Choose for any SIP-based IP phone, such as the Vertical Aastra 480i or eyeBeam SIP softphone. See the next section for more instructions. Q None.
Configuring a SIP phone If you have a SIP phone external station, you can configure its behavior and customize your SIP URI, as follows: 1. Choose Tools > Options. The Options dialog box opens. 2. Click the Phone \ Station Features tab. 3. In Call Using, your company’s SIP dialing service should be selected. If your company has more than one SIP dialing service, you can choose a different one here. 4.
6. Check Disconnect when idle to have TeleVantage hang up the trunk call 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. If you check the field, the SIP phone does not generate its own dial tone after the other party in a call hangs up.
CHAPTER 7 CHAPTER 7 SHARING STATIONS CHAPTER CONTENTS About sharing stations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Placing outbound calls from shared stations. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Distinguishing incoming calls to a shared station . . . . . . . . . . . . . . . . . . . . . . . . 7-3 Shared stations and personal status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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: Q Your office uses shifts, and you and another person use the same desk at different times of the day.
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 *0. Note: You can also see who is currently logged in by looking at the status bar of the TeleVantage ViewPoint. See “The status bar” on page 8-12. Distinguishing incoming calls to a shared station______________ When you share a station with another user and the phone rings, you may want to know which user the call is for.
Using ViewPoint
CHAPTER 8 CHAPTER 8 USING TELEVANTAGE VIEWPOINT CHAPTER CONTENTS About TeleVantage ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 Using ViewPoint from any web browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 Logging on to ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3 Exiting 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” call forwarding to handle important callers, monitor call center queues, and more.
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. To log on to ViewPoint 1. Choose Start > Programs > Vertical TeleVantage > TeleVantage ViewPoint. The ViewPoint Log On dialog box opens. 2.
Using ViewPoint with a different phone or Server By clicking Options in the ViewPoint Logon dialog box, you can change the following login settings: Q The associated phone. ViewPoint works best in conjunction with a phone, when you can use the Place Call commands, make recordings, and more. ViewPoint can be associated with only one phone (internal or remote) at a time.
If you forget your own station ID, you can enter 0 for the Station ID, click OK, then in the next window select Use your default station. Q Remote number. To use ViewPoint in conjunction with a phone that is not a TeleVantage station, select this field and enter the phone number or IP address of the phone. As long as this ViewPoint session lasts, that phone will be the associated phone. Click to choose advanced options for the number (see the next section, “Specifying options for a remote number” ).
4. Under Number, make sure that the number is correct. The display bar shows the number as TeleVantage will dial it after applying dialing rules. 5. To have TeleVantage dial the number without applying dialing rules, uncheck Use country code and area code dialing rules. For example, you can have TeleVantage dial a number that appears to be long-distance without adding the “1.” 6. Click OK.
If you choose this option, you can also select Forward my calls to this station / number to receive calls to your own extension here. For more information about call forwarding, see “Forwarding calls” on page 15-3. Q Use my default station. Your default station remains ViewPoint’s associated phone. Whenever you use a ViewPoint command that requires the phone—for example, to play a voice message—ViewPoint uses your default station. Choose this option only if your default station is nearby.
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. To turn the Welcome Wizard off, click Do not show this wizard the next time ViewPoint starts in the last screen of the Welcome Wizard.
Elements of the ViewPoint window_________________________________________ ViewPoint window contains the following elements: Q The menu bar Q The toolbar Q The navigation pane or view bar Q The status bar Q 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. Click each menu to see the commands that menu contains.
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. As you shrink the navigation bar, its icons minimize and appear at the bottom.
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: Q Call Monitor. Displays the Call Monitor. Favorite Folders: Extensions and (if you are a call center agent) Queue Monitor. Q Voicemail. Displays the Inbox folder of the Voicemail folder. Favorite Folders: All other Voicemail folders, including local folders and any folders that other users have shared with you.
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: Q Last caller. Lists the name (if available) and Caller ID of your last incoming call. You can press F11 to place a call to that number. Q Number of items. Number of items in the current folder. For example, if you have 18 contacts, the Contacts folder status bar displays “18 Items.
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. To lock or unlock the ViewPoint display, choose View > Lock the Layout.
Navigation Pane Folder Description 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. Configuration \ Greetings Record your voice-mail greetings and change the active greeting.
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: 1. Open the folder to which you want to add the Calls Pane. 2. Choose View > Calls Pane. 3. Select a location from the menu to place the Calls Pane. To remove the Calls Pane from a folder, choose View > Calls Pane > None.
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 View > Prevent Switching Folders. Choose the same command to enable folder switching again. With folder switching prevented, the Navigation pane (or view bar) is removed from ViewPoint display, and the View > Go To menu commands are disabled.
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 File > New and choose the type of item that you want to create, such as a contact or a greeting. Enter the information about the new item in the dialog box that opens. Click OK to create the item. You cannot create extensions.
call rule, the item is permanently and irretrievably removed from your computer. You cannot recover it after you delete it. 3. Click OK 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. Use the following procedure to rename an item. To rename an item 1. Double-click the item. The item’s dialog box opens. 2. In the Name field, type a new name for the item.
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. Conversely, you can drag a user from the Phonebook pane to the Call Monitor to call that user.
From Contact Folder Voice Message 8-20 To Drag SHIFT + Drag Call Conferences the contact’s default number with the call Opens the Conference dialog box Empty Call Monitor Places a call to the default phone number Opens the Place Call To dialog box Folder Moves the contact to the folder Opens the Move Item dialog box Folder Moves the folder to another folder Opens the Move Folder dialog box Contact Moves the folder to the Contacts folder Opens the Move Folder dialog box Voice Messages
From To Drag SHIFT + Drag Extension (User, Auto Attendant, Queue, or IVR Plug-in) Call Conferences the call Opens the Conference dialog box Empty Call Monitor Places the call Opens the Place Call To dialog box Text (in ViewPoint or another application) Call Monitor Places a call to the number dropped Opens the Place Call To dialog box CTRL + Drag Dragging and dropping voice messages to other applications You can drag-and-drop a voice message from ViewPoint into another Windows application th
Private and public folders ViewPoint displays the following types of folders in the Folder List section of the Navigation pane: Q Private folders. Folders that you create and that appear in your ViewPoint only, unless you share them with other users. See “Sharing folders” on page 8-24. Q Public folders. Folders that are visible to all TeleVantage users. See “Viewing public folders” on page 8-23. Managing folders This section is a guide to basic actions you can perform on 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. To view public folders, click Public Folders in the Folder List. Note: Items in public folders are not generally available for editing or deleting.
Sharing folders___________________________________________ You can share folders, and any folders within them, with other TeleVantage users that you specify: Q The Call Monitor folder Q The Voicemail folder Q The Contacts folder Q 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. You can grant individual users specific levels of access to your shared folders.
4. Click Add. The selected users are moved to the Share with these users list. 5. 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 Permission dropdown list: Q View only. The user can view or listen to items in this folder, but cannot edit or delete them. Q View and Edit. The user can view, listen to, edit, delete, and move items in this folder. 6.
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. Record When you are ready to record, pick up your phone, and then click the button.
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). TeleVantage can import .WAV files with a frequency of 8Khz, 11.025 Khz, 22.05 Khz, or 44.1 Khz. You can also import an 8 kHz PCM .VOX file (MULaw format for North America and Japan, ALaw format for other countries).
To import contacts from a .CSV file 1. Choose File > Import and Export. The Import and Export Wizard opens. 2. Select Import Contacts, and then click Next. 3. In File to Import, click Browse and select the .CSV file that you want to import. 4. In Destination folder, select the TeleVantage Contact folder into which you want to import the contacts in the .CSV file. 5. Under Options, select one of the following: 6. 8-28 Q Replace duplicates with items imported.
contacts can be identified when they call. For more information, see “Teaching TeleVantage to recognize your contacts” on page 16-7. 7. If you are importing a .CSV file that was created by TeleVantage, go to step 10. 8. If you are importing contacts from another application and have not previously mapped the fields, click Map Custom Fields.
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 8-30 1. Choose File > Import and Export. The Import and Export Wizard opens. 2. Under Choose an action to perform, select Export Contacts, and then click Next. 3. In Save exported file as, browse to the folder in which you want to save the .CSV file. 4.
Exporting the Extensions list You can export the Extensions list to a .CSV file for use in other applications. 1. Click File > Import and Export. The Import and Export Wizard opens. 2. Under Choose an action to perform, select Export Extensions and click Next. 3. Under Save exported file as, browse to the folder in which you want to save the .CSV file. 4. Under Filter, choose the extensions or workgroups that you want to export, and then click Next. 5.
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. 8-32 1. Choose File > Import and Export. The Import and Export Wizard opens. 2. Click Export Call Log, and then click Next. 3. Click Browse and then specify a file name and destination for the Call Log file. 4. Enter the Start Date and the End Date for the portion of the Call Log that you want to export. 5. Click Next and then click Finish.
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 1 Connected, user hung up 2 Connected, user was hung up upon 3 Abandoned 4 Left message 5 Blind transfer 6 Supervised transfer 8 Login to user account 9 Call was sent directly to voicemail 10 No answer 12 Login failed the maximum number of times CHAPTER 8.
CHAPTER 9 CHAPTER 9 USING PERSONAL STATUSES CHAPTER CONTENTS About personal statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2 Using predefined personal statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3 Selecting a personal status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5 Modifying a personal status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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: Q 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.
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.
Icon Status In a Meeting Out of the Office On Vacation Description These personal statuses let people know where you are when you are away from your desk. Like Do Not Disturb, by default these personal statuses send your calls directly to voicemail without ringing your phone, though you can change that behavior with these statuses. You can customize each of these statuses individually by recording a greeting that tells callers where you are, if you are forwarding your calls, and so on.
Icon Status On Break Description 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. Using On Break when you take a break will ensure the integrity of call center statistics. You can also select this status by picking up the phone and pressing *53.
Selecting a personal status on the phone You can select a personal status on the phone in the following ways: Q Log on and press 6 1. 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 *50. Q For call center agent statuses, pick up your phone and press *51 through *53. Use these quick commands to begin and end your shift and to go on break.
Custom personal statuses are identified in the Extensions list by . To create a custom personal status 1. Choose File > New > Personal Status. The Personal Status dialog box opens. 2. Enter a name for the personal status. 3. Use the audio controls under Recorded name to record the name, so that you can select the status by using the telephone commands (see “Selecting a personal status on the phone” on page 5-10). 4. Specify how you want your calls handled while this personal status is selected.
Q Another location. Any other phone. Click . The Call Me at Another 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 Where I Am field. For instructions, see “Forwarding calls in ViewPoint” on page 15-3. Q For Taking calls, specify whether you want your phone to ring when a call arrives.
select the Out of the Office personal status, the dialog box opens and you can specify a different call forwarding location. 6. Click OK 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 Configuration in the navigation bar, then clicking Personal Statuses in the Favorite Folders list.
Changing your active settings You can change your active settings in the following ways: Q 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 Where I Am setting by forwarding your calls, and so forth. Q Change several active settings at once by selecting a personal status.
To change your active settings in the Active Settings dialog box 1. Choose Tools > Active Settings. The Active Settings dialog box opens. 2. Change any of the following: Q Q 3. To change your current personal status, select a personal status in the dropdown list. Q To create a new custom personal status, click . Q To edit the selected personal status in the list, press ALT while clicking .
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: 1. Call rule. When a call is handled by a call rule, its settings are used if specified. 2. Active Settings dialog box/Personal status.
Using the Where I Am default Where I Am specifies the phone that rings when you receive a call. The Where I Am default is 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. Example: You forward your calls to your home phone. You then select the custom personal status Lunch Hour, which changes Where I Am to your cell phone.
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.
CHAPTER 10 CHAPTER 10 USING THE EXTENSIONS LIST CHAPTER CONTENTS Viewing TeleVantage extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Placing calls to an extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-5 Sending an instant message to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . 10-5 Changing another user’s personal status . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 so. Note: You can display the Extensions list in the Call Monitor for quick access, including drag-and-drop calling.
Extensions folder tabs The Extensions folder contains tabs that display related groups of extensions. Click each tab to view its contents. Q All tab. This tab displays all TeleVantage extensions. Your system may be configured to not show this tab. Q Workgroup tabs. The Extensions folder contains a tab for each public workgroup of which you are a member, and a tab for each personal workgroup that you created and decided to show as a tab. Click a workgroup tab to see the extensions within that workgroup.
Column Personal Status Name Description Name of the user’s current personal status. 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. No agents. All agents in the queue are currently signed out or unavailable, so the queue is automatically sending its calls directly to voicemail.
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). The system waits until both you and the other user are free, then automatically places the call.
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. If this is the case, when you click Send the message window pops open for the receiving user, allowing him or her to respond.
CHAPTER 11 CHAPTER 11 RECEIVING AND HANDLING CALLS IN VIEWPOINT Using the Call Monitor folder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2 Displaying the Call Monitor folder automatically . . . . . . . . . . . . . . . . . . . . . . . . 11-5 Selecting and acting on a call in the Call Monitor folder . . . . . . . . . . . . . . . . . . 11-6 Commands while a call is ringing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
To sort the Call Monitor automatically 1. Choose Tools > Options. The Options dialog box opens. 2. Choose the ViewPoint \ Call Monitor tab. 3. Check Actively sorted. 4. Click OK. 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. Call Monitor folder tabs For most people, the Call Monitor folder contains one tab, called My Phone.
Showing, hiding, and reordering Call Monitor tabs To show or hide individual Call Monitor tabs, as well as choose their order, do the following: 1. Choose View > Current View > Show Tabs. 2. Select a tab name and click Add or Remove to show or hide it. Use the up and down arrow buttons to arrange the order of tabs. 3. Check Show all parked calls if you want your Call Monitor to display calls parked by any TeleVantage user.
To change the All tab display format 1. Choose Tools > Options. The Options dialog box appears. 2. Click the ViewPoint \ Call Monitor tab. 3. Check or uncheck Grouped by owner on All tab. 4. Click OK. Call Monitor folder panes The Call Monitor folder contains the following two panes that you can hide or show: Q The Phonebook Pane, which shows the Extensions folder and the Contacts folder and enables drag-and-drop call handling.
To display the Call Monitor folder automatically 1. Choose Tools > Options. The Options dialog box opens. 2. Click the ViewPoint \ Call Monitor tab. 3. Under Display Call Monitor in the following situations, check one or both of the following options: Q Placing new calls from Contacts or Extensions Q Returning calls from Voice Messages or Call Log 4. To display the Call Monitor folder automatically on incoming calls, click the ViewPoint \ Call Alerts tab and check Display the Call Monitor. 5.
Double-clicking calls Double-clicking in the Call Monitor folder has the following effects: Q Double-clicking an active call puts it on hold. Q 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. Commands while a call is ringing ___________________________ While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.
3. 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. 4. To interrupt the message and take the call, choose Actions > Take Call. You are connected to the caller. You can also listen to a voice message as it is being left via the phone. See “Call announcing” on page 4-2. Grabbing and holding the call Choose Actions > Hold when you are momentarily unable to take an incoming call but intend to speak to the caller soon.
Commands while you’re on a call ___________________________ Once you are on an active call, you can perform actions on that call, including the following: Q Putting a call on hold Q Transferring a call Q Recording a call Q Playing recorded audio into a call Q Associating a call with a contact Q Parking a call Q Unparking a call Q Sending a call to voicemail Q Muting a call Q Playing a caller's name Q Disconnecting a call while staying on the phone Q Entering an account code for a call
Notes Q 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. Q 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. Q If you’re using a digital feature phone with multiple line appearances, you do not hear dial tone after putting a call on hold. To get dial tone, select an unoccupied line.
Blind, supervised, and direct-to-voicemail transfers You can transfer a call in one of the following ways: Q 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. Note: Blind transfers occur automatically when transferring a ringing call, and when transferring to voicemail, an auto attendant, a queue, or an IVR Plug-in.
Q Complete. The transfer is completed and the call disappears from your Call Monitor. You can also complete the transfer by hanging up the phone. Q Conference. The caller, the recipient, and you are all connected in a conference call. Q Cancel. The transfer process ends and you are reconnected to the caller, so you can transfer him or her to voicemail or another destination.
To play a call you just recorded 1. Go to your Voicemail \ Inbox folder, or open another mailbox if your system is set up differently. 2. Select the recording. 3. Choose Actions > Play. Note: You can also play call recordings from the Call Log. See “Listening to a recorded call from the Call Log” on page 14-9. Using the telephone commands You can start and stop recording your calls using the *16 telephone command. See “Recording a call” on page 4-9.
To play audio into a call from the Call Monitor 1. Select the call and choose Actions > Insert Audio > Play Audio into Call. The Play Audio Into Call dialog box opens. 2. Select the recorded audio to play. You can choose any of your greetings or voice messages, or click Import to select a .WAV or .VOX audio file. When you import a file, it is saved as a new greeting, so you can use it again next time without importing. 3. Click OK. The audio is played into the 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 1. In the Call Monitor, select the call you want to park. 2. Choose Actions > Park. The Status column in the Call Monitor folder displays “Parked on . Unparking a call You can retrieve a parked call from any TeleVantage telephone or ViewPoint program in your office.
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 Actions > Mute. Choose Actions > Mute again to turn muting off. Playing a caller's name You can play a recording of a caller’s name over your speakers at any time during a call by choosing Actions > Announce Caller.
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. Viewing a call’s history While a call is visible in your Call Monitor folder, you can view its history in the Notes Pane. If the History Pane is not showing, click History in the bottom pane.
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 and Take Message. Double-click the button to bring ViewPoint to the front of your desktop.
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. If you give them the View Only permission level, they can see your calls but cannot answer them or perform any commands on them.
CHAPTER 12 CHAPTER 12P PLACING CALLS IN VIEWPOINT CHAPTER CONTENTS Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2 Using dialing services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-8 Redialing numbers and returning calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-10 Displaying the Call Monitor when you place a call . . . . . . . . . . . . . . . . . . . . .
Placing a call ____________________________________________ TeleVantage provides the following ways for you to place calls from ViewPoint: Q Placing calls using the Dial bar Q Using the Place Call To dialog box Q Quick-dialing from ViewPoint folders Q Camping on a busy user’s extension Q Placing calls using drag-and-drop Q 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
2. To specify an account code for the call, add a vertical bar character (|) after the number, followed by the account code. 3. 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. See “Placing calls using drag-and-drop” on page 12-7. To redial a call using the Dial bar Click the arrow on the right of the Dial bar for a list of recently dialed names and numbers. Click a number to redial it.
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. Q Click Extensions and select an extension in the list. The list is identical to other Extensions lists in ViewPoint (see “Viewing TeleVantage extensions” on page 10-2). If the extension is a user with public numbers, you can choose one of those numbers from the dropdown list below the main list.
4. If the Call Using field is present, select the dialing service to use when placing calls to this number. See “Using dialing services” on page 12-8. 5. In the Number, Address, Email, or IM address field, enter the phone number, IP address, email address or instant messaging address. 6. Check Public to make the number publicly available.
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 Actions menu. You can choose the following commands: Q Speed Dial. Immediately places a call to the default number of the selected item. For a user, it is his or her extension. For a contact, it is the contact’s default phone number. Q Place Call.
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. To camp on a busy extension 1. Select the user you want to call in the Extensions list. 2. Choose Actions > Camp on busy. The system waits a maximum of 30 minutes for the extension to become free.
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.
Entering an IP address If you selected an H.323 or SIP Internet dialing service in the Call Using field, use the Address field to enter one of the following: Q 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. For example, 123.45.67.89 or abccorp.com. Q For a SIP Internet address, enter the SIP URI of the party you want to call. For example, sip:vwilliams@abccorp.com. If the IP address connects you to an external H.
3. Select Use country code and area code dialing rules if you want TeleVantage to 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. 4. Click OK to close the Check Phone Number dialog box. Note: When you click to check an Internet address, the dialog box lets you check the Internet address and any Remote number that you have appended to it.
To create a speed dial shortcut 1. Choose Tools > Speed Dial Shortcuts. The Speed Dial Shortcuts dialog box opens. 2. 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. 3. Click Create. A dialog box opens and confirms that the shortcut has been added to your desktop. 4.
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. Ask your system administrator for details.
5. 6. Determine whether you want to add the new party to the conference. Then click one of the following: Q Complete. The new party joins the conference call. Q Cancel. The new party’s call is disconnected, and you return to the conference call. Repeat steps 2-5 to add more parties to the conference.
Transferring a conference call You can transfer a conference call, but not to the following destinations: Q An auto attendant Q Directly to a voice mailbox Q A call center queue Q 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. If you leave the conference call early, by default the conference call continues without you.
To supervise another user’s call using ViewPoint 1. 2. Select one of the following: Q A call in the Call Monitor, if the other user has shared his or her Call Monitor with you. Q A user in the Extensions list who is currently on a call. Q A call center queue agent in the Agents pane of the Queue Monitor (see Appendix C). Choose Actions > Supervise, and select the supervisor mode you want to use. The option is available only if both you and the other users in the call permit that supervisor mode.
CHAPTER 13 CHAPTER 13 MANAGING VOICE MESSAGES IN VIEWPOINT CHAPTER CONTENTS About managing voice messages in ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . 13-2 Listening to your voice messages and call recordings . . . . . . . . . . . . . . . . . . . 13-4 Handling your voice messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-4 Managing call recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
The Voicemail folder contains three predefined folders: Q The Inbox folder. New voice messages appear here. After you listen to them, they remain here unless you move or delete them. Q The Saved folder. Saved messages appear here. When you save a message by using the telephone commands, it moves to the Saved folder. Q The Deleted folder. When you delete a voice message in ViewPoint, it moves to the Deleted folder. Voice messages deleted using the telephone commands do not appear in the Deleted folder.
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. Choose Tools > Audio Output to switch audio output from one to the other. You can also use the button on the right side of the status bar.
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 1. In any Voicemail folder, right-click a voice message that you want to forward and select Forward on the shortcut menu. The Forward Message dialog box opens. 2. In the Available Users list, select the users to whom you want to forward the 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 Speed Dial command. Place Call lets you choose the number to call if several numbers are available. Speed Dial returns the call to the default number. To call a person back 1. Select the voice message left by the person you want to call back. 2. On the Actions menu, choose Place Call or Speed Dial.
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 1. Select the message. 2. Choose Edit > Delete. The message is moved to the Deleted folder. You can still play it or retrieve it if necessary.
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 . Q To mark a voice message Urgent, select the message and choose Actions > Urgent. Select the command again to remove its Urgent status.
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.
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. 1. Choose File > New > Voice Message. The New Message window opens. 2. Click the recipients who you want receive the message in the Available Users list. Hold down the CTRL key as you click to select multiple users. If you select a workgroup or a queue, the message is sent to every user within the workgroup or queue. 3.
Knowing when you have new messages _____________________ New voice messages appear in the Inbox folder soon after they are left.
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 1. Choose Tools > Options. The Options dialog box opens. 2. Click the Phone \ Station Features tab. 3. Select or clear Stutter tone. 4. Click OK. Message waiting light If your phone has a message waiting light that TeleVantage supports, you can have it flash to indicate new voice messages.
3. Select one of the following notification options on the dropdown list: Q Do not send e-mail notifications. You do not receive e-mail notification of new voice messages. Q Send e-mail for all messages. You receive an e-mail notification whenever you receive a new voice message. Q Send e-mail for Urgent messages only. You receive an e-mail notification whenever you receive a voice message marked Urgent. 4.
4. In the Page using field, select the dialing service that you want TeleVantage to use to dial your pager. For more information about dialing services, see “Using dialing services” on page 12-8. 5. In the Dial Sequence field, enter the dial string for your pager, including the phone number of the paging service and your pager's PIN, if required. The dial string can contain any touch tone digit (0-9, *, #). You can enter commas to indicate 2-second pauses in the dial sequence.
4. Click 5. From the Call Using dropdown list, select the access code and dialing service to use when placing notification calls. 6. Click Contacts or My Numbers, then select the number to call. 7. Click OK. in the Number field to open the Notify Me via Call dialog box. Note: You can enter or change the phone number to which notification calls are sent using the telephone commands. log on and press 6 4. By logging on from a remote phone, you can have call notifications sent to wherever you are.
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. The following procedure illustrates how you would create a schedule that sends e-mail notifications for new voice messages during business hours (one schedule entry) and on holidays (a second schedule entry).
the sales department and another for support. In the Business Hours dialog box under Name, select the business hours during which you want to schedule notifications, and then click OK. 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). 8.
On the Holidays tab of the Custom Hours dialog box, click Add to specify individual calendar dates. When your custom hours are finished, click OK. 9. To receive notifications during the times you have chosen, make sure Enable this schedule action is checked in the Schedule Notification dialog box, and then click OK. You return to the Schedule E-mail (or Pager) Notification dialog box. 10. To add more schedule entries, repeat this procedure. When your schedule is finished, click OK.
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. The Greetings folder The Greetings folder lets you view and manage your greetings.
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 Default. For more information, see “Personal status defaults” on page 9-12. The personal status default greeting is marked by . To make a greeting the greeting that you want to be your personal status default, select the greeting and choose Actions > Set as Default and Active. This command also makes the greeting the active greeting.
Playing a greeting into a call To play a greeting into a call, select the greeting in the Greetings folder and choose Actions > Play into call. You can select either Current call or Other call, in which case you can choose which of your calls hears the greeting. For more information about playing audio into calls, see “Playing recorded audio into a call” on page 11-13. CHAPTER 13.
CHAPTER 14 CHAPTER 14 USING THE CALL LOG FOLDER CHAPTER CONTENTS The Call Log folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Viewing a call’s history . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-8 Taking notes on a Call Log entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-8 Associating a call from “Unknown” with a contact. . . . . . . . . . . . . . . . . . . . . . .
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.
Column Description Indicates incoming or outgoing calls, respectively. Called Direction in the Show Columns dialog box. 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. Callback number The callback phone number entered by the caller, if one is available.
Column 14-4 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 . Organization Organization associated with the call, if any. Organizations are associated with outbound calls only, and represent the Organization to which the calling party belongs. Placed By Name of the person who placed the call.
Column To 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. Double-click the call to see all the parties in the Call Details dialog box. To Device On incoming calls, the user’s station ID.
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. Call Details columns The Call Details dialog box contains following columns. Column Description Indicates the incoming and outgoing components of the call, respectively.
Column Description DID 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. Dial String Digits that TeleVantage actually dialed over the trunk, which can be different than the digits TeleVantage displays in a contact's phone number.
Viewing a call’s history ____________________________________ By clicking History in the bottom pane and then selecting a call, you can view the call’s entire 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. Call history data older than 5 days is purged automatically to save disk space. When you copy a Call Log entry using the Edit > Copy command, the call history is copied with it.
contact’s phone numbers. You can also choose to call by using the Caller ID number of the call. Q Speed Dial. This command places a call immediately to a user’s extension, a contact’s default number, or an unknown caller’s Caller ID number. You can also choose Speed Dial by double-clicking the call. 3. Click OK. TeleVantage dials the number. Entering an account code for a Call Log entry_________________ You can enter an account code or change the one already entered for a call in 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: Q Q Actions > Open User Recording. Plays call recording that you made manually. Actions > Open Queue Recording. Plays a call recording that was made automatically by a call center queue.
Advanced TeleVantage Features
CHAPTER 15 CHAPTER 15 CALL FORWARDING AND ROUTING LISTS CHAPTER CONTENTS About call forwarding and routing lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-2 Forwarding calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-3 Using 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: Q Call forwarding. Your incoming calls ring at another phone. You can use another extension or an external number (for example, your home phone number). Click Tools > Call Forwarding to forward your calls to another number (see “Forwarding calls” on page 15-3). Q Routing lists.
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 Q Call forwarding automatically updates the default Where I Am location in all your routing lists and personal statuses.
3. Enter or select the number to dial in one of the following ways: Q Enter the number to which calls are forwarded in the Name/Number or Name/Extension field. You can also type the name of a contact or user. Q Click Extensions and select an extension on the list. You can also select a queue, auto attendant, IVR Plug-in, or workgroup. Q Click Contacts and select a contact on the list. The contact’s default phone number appears in the dropdown list below the main list.
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. Q Prompt recipient for password. If checked, the person who picks up the phone hears, “Call for . Please connect me.” To be connected to the caller, you must enter your TeleVantage password. Entering a password ensures that only you can receive your forwarded 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 Prompt recipient to accept or decline call, but you might nevertheless get prompted to accept or decline the call when you receive an ACD workgroup call.
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.
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: Q Press 1 or stay on the line to try the next number. Q Press 2 to leave a voice message. Q Press 3 to return to the auto attendant. Q Press 0 to transfer to the Operator. If you have defined a personal Operator, the call is transferred to that extension.
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). Only one routing list at a time can be the active routing list. The active routing list is marked by bold text and . You cannot delete the active routing list.
Creating a new routing list 1. Choose File > New > Routing List. The Routing List dialog box opens. Under Actions, the actions of your routing list appear in the order that they will be completed. Each action is a phone number at which TeleVantage will try to reach you. 2. Enter a name for the routing list in the Name field. 3. Click Add to add a routing list action. The Routing List Action dialog box opens. 4. In the Action field, choose one of the following actions.
page 15-2). Specify the length of time the phone should ring in the Ring duration field. Q Call me at another location. This action directs calls to an extension or an external to open the Call Me at Another Location dialog number that you specify. Click box, which functions in the same manner as the Place Call To dialog box. For information about using this dialog box, see “Placing a call” on page 12-2. Specify the length of time the phone should ring in the Ring duration field.
You can select one of your greetings or System menu to try the next location, which 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. If you would rather transfer to the Operator, press 0.” 7. Click OK to add this action to your routing list.
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. If no one answers at that extension, the call follows that extension's routing list. Transfer to other voicemail. The call is sent directly to another extension’s voicemail.
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.
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 1. Double-click the routing list in the Routing Lists folder. The Routing List dialog box for that routing list opens. 2. Click Add. The Routing List Action dialog box opens. 3. In the Action field, select Call a Workgroup. 4. Select a Workgroup or click 5.
If you select a specific greeting under Play greeting, that greeting overrides the active 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 Play greeting checkbox, no greeting plays to callers who reach the final action of this routing list, even if a greeting is specified in a call rule or personal status.
CHAPTER 16 CHAPTER 16 MANAGING CONTACTS AND WORKGROUPS CHAPTER CONTENTS About contact management and TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . 16-2 The Contacts folder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-2 Managing contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-4 Teaching TeleVantage to recognize your contacts . . . . . . . . . . . . . . . . . . . . . .
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.
Private and public contacts In TeleVantage, contacts can be private or public, as follows: Q Private contacts are your own personal contacts. These contacts appear only in the Contacts folder of your ViewPoint on your computer. Other users cannot see your contacts unless you explicitly share your Contacts folder with them. Q Public contacts are available to all users in your office. When public contacts call your office, TeleVantage identifies them no matter which extension or user they are calling.
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” on page 16-13.
Entering a contact's name and basic information 1. Choose File > New > Contact. The Contact dialog box opens to the General tab. 2. 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 Contacts (Public). Public contacts can be seen and used by all TeleVantage users. All other selections create a private contact, which only you can see and use. 3.
5. In the Preferred telephone prompts dropdown list, select the language that you want 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 1. On the General tab in the Contact dialog box, double-click the appropriate line in the Phone Numbers and addresses list. The related Address dialog box opens. Q For Business, home, mobile or other.
Recording a voice title for a contact 1. In the Contacts folder, select the contact for whom you want to record a voice title and choose File > Open. 2. In the Contact dialog box, click the Caller Identification tab. 3. Record the voice title by using the audio controls. See “Using the audio controls” on page 8-26 for instructions. 4. Click OK. Notes Q TeleVantage can play the voice titles of contacts over your computer speakers automatically when those contacts call.
The benefits of having TeleVantage recognize contacts include: Q Their names appear in the Call Monitor while the phone is ringing to let you know who is calling. Q Their names are displayed on your Caller ID phone, if you have one. Q 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.
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: Q Add a new phone number for the contact in the General tab and check Use phone number as caller identification for this contact.
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. This can be useful, for example, if the contact calls from a company with a PBX that randomly assigns phone numbers to trunks but uses a Caller ID name that remains the same.
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. 4. 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. You can then dial it later from ViewPoint.
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. Q If the call is from a standardized Caller ID name (for example, california 7605550807). In cases where the Caller ID name is standardized for many different phones, you should use the phone number for association.
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.
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: 16-14 Q Send, reply, or forward a voice message to the workgroup. All mailboxes in the workgroup receive the message at once.
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.
2. Choose File > New > Workgroup. The Workgroup dialog box opens. 3. Enter a Name for the workgroup and any Notes to describe the workgroup. 4. Add one or more members to the workgroup by selecting names on the list of Available Extensions and then clicking Add. Press CTRL to select multiple names on the list. The members you selected appear in the Members list. Use the arrows next to the list to arrange the order of the members. Click Remove to delete members from the list.
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 1. Select the workgroup in your personal Workgroups folder or the public Workgroups folder (see “Personal and public workgroups” on page 16-15). 2. Choose Actions > Show as Tab in Extensions view. If the menu choice is checked, the workgroup appears as a tab. For more about the Extensions list, see Chapter 10. CHAPTER 16.
CHAPTER 17 CHAPTER 17 USING CALL RULES CHAPTER CONTENTS About call rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-2 The Call Rules folder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-3 Creating a new call rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-4 Enabling or disabling a call rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
Examples of how you can use call rules Q Calls from your “Friends” workgroup can follow a routing list that tries you at several locations in the office during business hours. Q During your lunch hour, you can have a special “At lunch” greeting that plays to callers before sending them to voicemail. Q You can have the Do Not Disturb personal status turn on automatically every day at 6:00 pm, but only for internal callers.
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 1. Choose File > New > Call Rule. The Call Rule dialog box opens. 2. Enter a name for the call rule in the Name field. 3. Select one or more caller conditions. See “Setting caller conditions” on page 17-5. 4. Select a schedule condition.
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: Q Only caller conditions. The call rule is always active and handles calls that meet its caller conditions at all times. For example, a call rule for your friend Jim activates whenever Jim calls. Q Only schedule conditions.
Setting schedule conditions To make the call rule active during certain dates or times only, check Calls at certain dates or times. If Calls at certain dates or times is unchecked, the call rule is always active and will handle incoming calls that meet its caller conditions at all times. To set a schedule condition 1. Check Calls at certain dates or times. 2. Click opens. 3. Under This schedule entry occurs, choose an option for when the call rule activates.
Specifying custom hours If you selected During custom hours as your schedule condition, use the following procedures to specify when the call rule activates. To have the call rule activate on a daily or weekly basis 1. Click Custom Hours. The Custom Hours dialog box opens. 2. Check the days for which you want to set custom hours. 3. Replace the default times with the hours during which you want the call rule to be active. The call rule will be active during these hours on the selected days.
5. If you select Partial day, enter the Active hours for the day. 6. Click OK 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. Call rules override one or more of these settings to handle calls in different ways. Under Handle calls using the following settings, check any combination of the following options.
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. You can create multiple call rules that contain similar caller and schedule conditions, and then prioritize them to ensure that the correct greeting and routing list are used for calls.
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 Tools > Ignore Call Rules. The check mark on the menu indicates that Ignore Call Rules is turned on.
CHAPTER 18 CHAPTER 18 CUSTOMIZING VIEWPOINT CHAPTER CONTENTS About customizing ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2 Customizing telephone behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-5 Configuring a digital feature phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-13 Customizing incoming call behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 Tools > Options. Your TeleVantage system administrator may have made some or all tabs of the Options dialog box unavailable to you. See your system administrator if you cannot access a particular option that is described in this chapter.
Tab Field See... \ Call Announcing Announce who the call is for “The “call for” announcing prompt” on page 7-3 Screen and announce the caller ...
Tab See... \ E-Mail Notification “Setting up e-mail notification” on page 13-12 \ Pager Notification “Setting up pager notification” on page 13-13 \ Call Notification “Setting up call notifications” on page 13-14 ViewPoint \ Call Monitor 18-4 Field Log on automatically “Resetting ViewPoint so that login is required” on page 8-3 Double clicking contacts...
Customizing telephone behavior____________________________ The options described in this section allow you to customize your interaction with TeleVantage on the phone. These options include: Q Specifying your phone type. See the next section. Q Recording a voice title. See this page. Q Changing the language of telephone command prompts. See page 18-6. Q Customizing or turning off call announcing. See page 18-6. Q Customizing or turning off call waiting. See page 18-8.
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. Whenever you log on or press Flash, the prompts are played in the language you choose.
Q External. Calls from external callers who choose your extension from an auto attendant or are transferred to you by another user. Q External Direct. Calls from external callers who dial you directly. If you have a Direct Inward Dial (DID) number, or if a trunk line is routed directly to your extension, you may receive these types of calls. Ask your TeleVantage system administrator about whether your phone is set up in either of these ways.
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. See Chapter 11 for more information. To customize call waiting or turn it off 1. Choose Tools > Options. The Options dialog box opens. 2.
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. Note: If you are an agent in a call center queue, the ringback settings for queue calls are set by your queue administrator and are not affected by these settings, which are for personal calls only. To turn ringback on and off 1.
To customize your dial-by-name listing 1. Choose Tools > Options. The Options dialog box opens. 2. On the Personal tab, uncheck List in dial-by-name directory to remove yourself from the directory. If checked, callers can dial you by name. 3. If you choose to be listed in the dial-by-name directory, you can check Play extension to the caller to have TeleVantage read your extension to callers who find you by using the dial-by-name directory.
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. 1. Choose Tools > Options. The Options dialog box opens. 2. Click the Phone \ Ring Patterns tab. 3. Under Ring patterns, select the type of ring that you want for Internal calls and External calls. The “Splash ring” settings create a group of short rings followed by a pause.
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: 1. Choose Tools > Options. 2. On the Phone \ Station Features tab, check or uncheck Voice-first answering. 3. Click OK.
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 1. Choose Tools > Options. The Options dialog box opens. 2. Choose the Phone \ Station Features tab. 3. Set the following general phone options: Q LCD idle message.
Q Pickup answers a ringing SDN. If checked, when an SDN rings, picking up the 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” on page 4-12. When PDNs ring, picking up the phone always connects you to the call. 4. Use the feature buttons list at the top of the widow to configure the programmable buttons on your phone.
Q 5. Speed Dial. Click the button in the Parameter column to open the Speed Dial dialog box. Select or enter the number to dial and click OK. For instructions on using the Numbers and Extensions tab, see “Using the Place Call To dialog box” on page 12-3. To enter a custom dial string—for example, a TeleVantage telephone command beginning with * or #— click the Direct Dial tab and enter the dial string in the Direct dial field. Click OK.
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. Set Personal Status Sets the personal status of your choice. Click the Parameter column to select the personal status you want. The button toggles between that personal status and “Available.
Note: With “For all incoming calls” selected, a half-selection mark indicates that the option is selected in another category. 4. 5. Select any of the following options: Q Display the Call Monitor. Brings ViewPoint to the front of your desktop with the Call Monitor showing when a call arrives. If you are actively working in another folder, ViewPoint opens the Call Monitor folder. Q Play the caller’s name over the speakers.
requirement, because some institutions have the right to read blocked Caller ID, for example emergency services and 800-numbers. 4. From the ISDN outbound Caller ID name dropdown list, select one of the following options for your Caller ID name: Q System default. Your outbound Caller ID name is whatever your system administrator has set for the TeleVantage system as a whole. The current setting is displayed in parentheses. Q Organization name.
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” for extension 101. You can create other SIP accounts so people can call you using more meaningful addresses, for example sip:VinWilliams@vertical.com.
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.
Customizing ViewPoint for Operators________________________ If you are an Operator user, you can use the following options to make your tasks easier and faster: Q Place incoming call on hold automatically. When you have several incoming calls at 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. Edit your routing list to use the Pause and Repeat final action, and the System Hold Greeting.
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 View menu. Defining double-click behavior in the Contacts folder Double-clicking a contact lets you either edit the information for the contact or place a call to the contact.
To show or hide columns in a ViewPoint folder: 1. Choose View > Current View > Show Columns. You can also right-click in the folder and select Show Columns. The Show Columns dialog box opens. For an explanation of the columns, click Help. 2. Do any of the following: 3. Q In the Available columns list, select a column and click Add to show it. Q In the Show these columns in this order list, select a column and click Remove to hide it.
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. The lock line is originally just inside the first column of the folder.
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. TeleVantage comes with the following Add-ins: Q TeleVantage SoftPhone. See Appendix F, “Using the TeleVantage H.323 SoftPhone.
uncheck Enabled. To view or change options for an Add-in, click it, then click Options. 3. 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™ search of the phone number. If successful, Google displays information about the phone number including name, address and a link to a map showing the location.
Customizing the Desktop Alert Add-in To customize the alert behavior for new calls and voice messages, choose Tools > Desktop Alert Options. The Desktop Alert Options dialog box opens. To customize desktop alerts 1. To enable desktop alerts for new calls or new voice messages, check the appropriate category. 2. To define the desktop alert behavior and actions for new calls, click Call Alert Options. To define it for new voice messages, click Voicemail Alert Options. 3. Click the Behavior tab.
Q Limit the number of simultaneous alerts to __. Check and enter the maximum 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. Q 4. Display alerts for the following folders only. Check to limit alerts to new calls or voice messages that arrive in specific folders. Click Pick Folders to specify which folders trigger alerts.
Other customization options _______________________________ The following table refers you to customization options described elsewhere in this manual. Feature Description See Recording greetings Create recordings that callers hear when they reach your voicemail. page 2-3, page 13-18 Recording a grab-and-hold greeting Create a recording heard by incoming callers when you put them on hold without talking to them first.
Appendices
APPENDIX A APPENDIX A TELEPHONE COMMANDS QUICK REFERENCE CHAPTER CONTENTS Call announcing commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Call handling commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 Quick call commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3 Voicemail/Account menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call handling commands __________________________________ As soon as you press Flash to put a call on hold, you will hear a context-sensitive menu of call handling options. The caller does not hear these menu prompts. At any time while listening to the prompts, you can press Flash again to reconnect to the caller. Note: If you are in direct transfer mode, pressing Flash while on a call gives you the transfer command only.
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 *0 Hear your phone’s station ID, extension and other information. Pressing *00 logs you out from a station you have been using as a visitor, and returns the station to its default user.
Quick call commands A-4 *19 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. *50-56 See the next table for a list of quick call commands for call center agents and supervisors. *57 Monitor another user’s call. The other parties in the call cannot hear you. *58 Coach another user’s call. The other user can hear you, but the other parties in the call cannot.
Quick call commands for call center agents The following commands are available only for agents in a call center queue. Quick call commands *14 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. To call as a queue, press *14#. To cancel calling as the queue, and revert to calling as yourself, press *14#. *50 Select the personal status Available.
Quick call commands *53 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. *54 End wrap-up. This command terminates the wrap-up time that follows a queue call. During wrap-up time the queue does not send you calls. Ending wrap-up makes you available to receive queue calls again.
Voicemail/Account menu commands Summary of Commands 1 Voice messages (Inbox folder) 2 Voice messages (Saved folder) 1 41 44 7 # 3 Replay 2 Next message Reply 42 Forward Call back & delete 5 Previous message Rewind 8 Undelete all Skip message preamble; skip rest of message Send voice message 1 Send 4 Append * Cancel 4 3 Rerecord 6 Mark Private 2 Next greeting 5 Revert 3 Make active 6 Record new greeting 2 To internal 5 Query forwarding 3 To external 6 Toggle ignore call rules Call forwarding 1
Q 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.
APPENDIX B APPENDIX B WORKING AS AN AGENT IN A CALL CENTER QUEUE CHAPTER CONTENTS Whether this chapter applies to you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2 Starting and ending your shift, and taking breaks . . . . . . . . . . . . . . . . . . . . . . . . B-2 What call center agents need to know to get the job done . . . . . . . . . . . . . . . . . B-3 Working at different phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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: Q Use this chapter if you are an agent in a TeleVantage call center queue that was set up using separately licensed call center agent licenses.
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: Q Using your telephone keypad, press *52 at a dial tone. This selects the personal status Available (Non-Queue).
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: 1. 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. Otherwise, your call center performance might be logged under another agent’s name.
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.
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). To answer a call, do either of the following: Q Pick up the phone.
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.
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. Terminating your wrap-up time early To terminate your wrap-up time early and mark yourself as ready to take queue calls again, do either of the following: Q Click in ViewPoint status bar.
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 *14# at a dial tone. To switch back to calling as yourself, press *14# at a dial tone. Determining whom you are calling as ViewPoint’s status bar (at the bottom of ViewPoint window) displays whether the system is treating outbound calls from its station as being from you or from someone else.
APPENDIX C APPENDIX C SUPERVISING A CALL CENTER QUEUE CHAPTER CONTENTS About supervising queues in ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2 Viewing current queue calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2 Monitoring queue statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3 Supervising other agents’ calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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. Supervisors are merely agents with extra permissions.
Monitoring queue statistics ________________________________ Agents who have the permission Monitor queue statistics set to Allow can monitor a queue’s 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. To open the Queue Monitor folder, click Call Monitor > Queue Monitor in the navigation pane.
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. Availability Icon for the agent’s current personal status. Personal Status icon Distribution Order The order in which agents are scheduled to receive calls. The order is dependent on the queue’s distribution algorithm.
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. The agent is ready to take a call. Active Inbound. The agent is on an inbound call from this queue. Active Outbound.
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.
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 beginning of the current display period. 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 agents in the queue.
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: For outbound calls to appear in the Outbound Statistics section, agents must place calls as the queue.
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. Signed in and available Number of agents eligible to receive queue calls, including those currently on a call or in wrap-up period.
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. Longest time Length of the longest time in each of the following categories (by day only): Talk time. Time spent talking with an agent. Wait time.
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 outbound calls placed. Calls completed Total number of inbound and outbound calls completed.
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. The intervals are counted from midnight, so a 15-minute interval would reset at 12:15, 12:30, 12:45, etc. All queues that share the same statistics period interval reset at the same clock time.
About agents’ personal status and state It is important to distinguish between an agent’s personal status and state. Q Personal status. Determines whether the agent receives queue calls. An agent's personal status is the same across all queues. Q State. Displays the agent's current activity, for example, whether the agent is currently in a queue call. An agent's state can be different in different queues.
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. Round robin Agents’ positions are reordered according to which agent answered the previous queue call.
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. Note that only calls from a queue count as talk time in that queue. An agent working in two queues will have a different talk time in each.
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 *55. The system prompts them to select the queue for which they want to hear statistics. Dialing *55 plays the queue statistics shown in the following table. Statistic totals are kept since midnight at the beginning of the current day.
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. Your row, the top row in the call, is labelled “Monitoring” or Coaching.” If you are coaching an agent, the agent sees you as a party in the call.
Managing agents’ status ___________________________________ With supervisor permissions, agents can directly control the status of other agents in the queue in the following ways: Q Signing agents in or out of a queue Q 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. When signed out, the agent is still a member of the queue, but does not receive queue calls.
3. Check or uncheck This agent is signed in. 4. Click OK to close the Agent dialog box. 5. Click OK to close the Queue dialog box. Changing an agent’s personal status A agent who has the permission Change an agent’s personal status set to Allow can directly change the personal statuses of agents in the queue. A supervisor can use this feature in the following situations: Q When agents are prevented from changing their own personal status.
Managing a queue’s voice mailbox __________________________ Agents who have the permission Access queue mailbox set to View and Edit can manage voice 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. Agents who have the permission set to View Only can see and listen to voice messages, but not perform any other commands on them.
APPENDIX D APPENDIX D WORKING AS AN AGENT IN AN ACD WORKGROUP APPENDIX CONTENTS About participating in an ACD workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2 Marking yourself ready and unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-2 Using the Call Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-3 Receiving a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
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: Q My Phone. Displays non-ACD calls. Q . Displays ACD workgroup calls only. Q All. Displays all calls together.
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.
APPENDIX E APPENDIX E USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER 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.
2. Enter your archive user User Name and Password. These can be different than your TeleVantage user name and password—ask your system administrator for the user name and password to use. Click OK. 3. If you are prompted to do so, navigate to the network location of the recording archive. 4. To log on as another archive user (for example, as a user with different access privileges), click File > Log On as a Different User, and then enter that archive user’s User Name and Password.
2. Do one of the following: Q If your search only involves the criteria shown on the Basic tab. On the Basic tab, you can quickly specify commonly-used criteria, and anything you enter is treated as a partial search. For example, entering “617” in the Number field will return all records with 617 in that field, including “61755511212”, and “5126175555”. For a description of each field on the Basic tab, see “Search criteria” on page E-4.
4. When you are done specifying your search criteria on either tab, do any of the following: Q To execute the search, click Find Now. Q To reuse the search criteria again at a later time, click Save As. In the Save Search As dialog box, Enter a name for your search and then click Save. Q To reset the contents of the Search Archived Recordings dialog box to the default settings, click Reset.
Tab 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. Length To search for recordings of a specific length, select this checkbox.
Tab Field Description Equals, Does not equal Use to search based on the exact contents of a 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 and Does not equal, you cannot search based on part of the field’s contents—the criteria “From Equals Irene” would not return any matches.
Tab 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????”. Use an asterisk (*) to represent one or more alphanumeric characters. For example, to search for recordings of calls from anyone with a first name of Nancy, add the criteria “From Like Nancy*.
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: 1. In the Search Archived Recordings dialog box, click Save As. -orIn the Browser, click on the toolbar. The Save Search As dialog box opens. 2. Enter a name for your search and then click Save. Loading a saved search To load a saved search, select it in the drop-down list on the toolbar.
The following information is displayed for each recording: Q . If , recording has been flagged for follow-up. Q . Identifies the recording type: Q . Voice message Q . Call recording Q Server. TeleVantage Server from which the recording was archived. Q Mailbox. User’s mailbox folder from which the recording was archived. If you restore the recording, it will be returned to this mailbox. Q From. Name of the person who placed the call.
2. Q Enter a number in the Recordings text box at the top right of the Browser and press Enter to go to that entry in the list. Use the buttons to browse through the search results. Q To change the number of entries displayed per page, choose Tools > Options. In the Options dialog box, enter the Number of recordings to display per page. Click an archived file to select it. You can perform the following actions on a selected file: Q Play.
Q Restore recording. Click on the toolbar to move the selected recording back to the mailbox from which it was archived. It also stays in the archive until purged. Q Export recording. Click Q Refresh. Click , one of the audio controls at the bottom of the Browser, to export one or more selected recordings to a location on a hard drive other than the folders from which they were archived. (Exported recordings are not deleted from the archive folder.
The Purge Archived Recordings dialog box opens: 2. 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. 3. Click Delete to purge mailbox recordings that match your criteria from the archive. Click OK at the warning message to confirm the purge. Importing a recording archive from TeleVantage 6.
APPENDIX F APPENDIX F USING THE TELEVANTAGE H.323 SOFTPHONE CHAPTER CONTENTS About the TeleVantage H.323 SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-2 Defining the TeleVantage SoftPhone as your external station . . . . . . . . . . . . . . F-3 Using the TeleVantage SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . F-4 Configuring the TeleVantage 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. To place calls, you can use ViewPoint or the SoftPhone keypad window.
SoftPhone requirements Your computer must have the following to run the TeleVantage SoftPhone: Q Microsoft Windows XP or higher Q Either of the following: Q Q A sound card, speakers, and microphone Q 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.
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: 1. When logging on to ViewPoint, click Options to expand the Login dialog box. 2.
Showing the SoftPhone keypad window To display the SoftPhone keypad window, choose Tools > SoftPhone in ViewPoint. You can 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: Q Use ViewPoint's dial bar, contact list, Extensions pane, or any other method to place a call from ViewPoint. See “Placing a call” on page 12-2.
Adjusting microphone and speaker volume 1. Open the SoftPhone keypad window (see “Showing the SoftPhone keypad window” on page F-5). 2. Click the audio icon to expand the dialog box. 3. Use the slider bars for Volume and Mic to adjust the audio volume and microphone pickup. Uncheck a field to mute it. Setting preferences 1. From the SoftPhone keypad window (see “Showing the SoftPhone keypad window” on page F-5), choose Tools > Options.
4. Click Add 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 Remove to remove the selected IP address from the list. 5. Click OK. Keeping the keypad window always on top To keep the SoftPhone keypad window always on top of other applications, choose View > Always on top from the keypad window.
SoftPhone notes _________________________________________ The following notes pertain to using the TeleVantage SoftPhone: F-8 Q 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. If you are unsatisfied with the SoftPhone's audio quality on your network, you should instead use a recommended IP, analog or digital phone as listed in Chapter 6 of Installing TeleVantage.
APPENDIX G APPENDIX G USING THE COUNTERPATH SIP SOFTPHONES CHAPTER CONTENTS About the CounterPath SIP softphones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .G-2 Before installing the eyeBeam softphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .G-3 Installing and configuring the eyeBeam SIP softphone. . . . . . . . . . . . . . . . . . . . G-4 Launching the eyeBeam softphone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the CounterPath SIP softphones_______________________ TeleVantage supports the following CounterPath Solutions, Inc. SIP softphones: Q eyeBeam SIP softphone Q 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. Other settings may be left in their default configuration.
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. Note: TeleVantage supports multiple line appearances with the eyeBeam SIP softphone. Contact your system administrator for more information.
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 Q 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. Q The configuration procedure describes only those steps necessary for the eyeBeam phone to work with TeleVantage.
4. 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. 5. Check Enable this SIP account. This enables the eyeBeam phone to register with TeleVantage. 6. Under User details, enter the following information: Q Display name. Enter your name as you want it displayed to callers. Q User name.
8. Click the SIP Accounts \ Add a New SIP Account \ Advanced tab and uncheck Send SIP keep alives. 9. 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). Note that disabling VAD increases the bandwidth used during phone calls since audio is always transmitting. 10.
1. Click Options to expand the Logon dialog box. 2. Select one of the following under Use this phone with ViewPoint: Q If you have a properly-configured SIP phone external station (see “Configuring a SIP phone” on page 6-14), simply choose Station ID and enter your station ID. Q If you don’t have an external station, choose eyeBeam SIP softphone. If you have more than one eyeBeam SIP account defined, use the dropdown list select the one you defined in step 6 in the previous section.
Using CounterPath SIP softphones with TeleVantage ___________ This following table describes how eyeBeam and Pocket PC softphone features interact with TeleVantage. eyeBeam softphone Pocket PC Feature softphone Dialing a number Directions Dial numbers just as you would from a TeleVantage phone, including access codes to place external calls. You can dial TeleVantage extensions or access the telephone commands without an access code.
eyeBeam softphone Pocket PC Feature softphone Auto Conferencing Directions Click the eyeBeam phone’s AC button to enable or disable Auto-Conference. Combined with Auto-Answer, these two features control how participants are added to a conference, as follows: AA off / AC off - Manual conference. The conference host manually accepts calls and adds them each to the conference. AA on / AC off - Auto-answer, manual add to conference.
eyeBeam softphone Pocket PC Feature softphone Directions 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. To perform a supervised transfer, dial ** and use the TeleVantage transfer telephone command.
APPENDIX H APPENDIX H LOGGING ON WITH COMMAND-LINE SWITCHES 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 Properties, and then click the Shortcut tab. The Target field shows the command line. Add switches to the end of the command line (after the quote mark) with a space before the switch. You can add multiple switches separated by spaces.
/stationusage:forward corresponds to Use to place and answer calls plus Forward my calls to this . Q /terminalsvrmode. Set this to “terminalsvrmode=1” when running a ViewPoint application that will be accessed by multiple users over Terminal Server or Citrix. With terminalsvrmode=1, the individual users’ logon settings are preserved for each user, instead of being reset by each user.
APPENDIX I APPENDIX I REPORTING PROBLEMS 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.
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: 1. In the TeleVantage ViewPoint or Administrator, go to the Call Log folder and select the call during which the problem occurred. 2. Choose Actions > Report a Problem. The Problem Report Wizard opens with details about the call already entered. 3. Complete the Problem Report Wizard screens.
INDEX Symbols A # (for options after leaving a voice message), 2-3 #, to skip delay dialing extensions, 3-3 "& others" in Call Log, 14-5 * (to skip over a voice mail greeting), 2-3 * commands (table for call center queue agents), A-5 * commands (table for normal users), A-3 ** (for Flash at remote phone), 6-5 *10 (enable and disable hands-free answering), 4-4 *11 (enter an account code), 3-4 *16 (record call), 4-9 *50 (select Available personal status), 9-6 *55 (monitor queue statistics), C-16 *66 (redial
agents (cont’d.
call announcing (cont’d.) commands for answering, A-1 turning off, 18-6 using with certain calls only, 18-6 call center agent availability, B-2 agent workday procedures, B-2 determining if you are on call for a queue, B-2 ending your shift, B-3 ready, B-2 starting your shift, B-2 taking a break, B-3 taking breaks, B-2 unavailable, B-2 using Contact Manager Assistant, B-9 viewing pop-up information about a caller, B-9 wrap-up time, B-8 call forwarding.
call rules (cont’d.
calls, placing (cont’d.
contacts (cont’d.
F F11 (return your last call), 12-10 F12 (redial your last call), 12-10 Favorite Folders list, 8-10 faxes, disabling call waiting for, 3-6 feature comparison table, 1-4 final actions in routing lists, 15-12 Flash during a call (table of commands), 4-7 sending to Centrex or another PBX, 4-11 to put a call on hold, 4-7 using, 4-2 using ** for at a remote phone, 6-5 with direct transfer, 4-8 Folder List hiding and showing, 8-12 using, 8-21 viewing shared folders in, 8-25 folders overview, 8-21 adding Calls pan
H H.323 terminals. See Internet calls handling calls, table of commands, A-2 handling calls.
messages.
personal status (cont’d.) changing another user’s, 9-14 changing yours.
prompts (cont’d.
S scheduling call rules, 17-6 notifications of voice mail, 13-15 screening calls with call announcing, 4-2 with ViewPoint, 11-7 screening voice mail using the phone, 4-3 using ViewPoint, 11-7 screen-pops for calls, 1-3 SDNs, using, 4-12 searching for call log entries, 14-7 for contacts, 16-3 Server, changing ViewPoint’s, 8-4 shared folders, viewing, 8-25 shared voice mail, deleting, 8-25 sharing folders, 8-24 sharing stations, 7-2 shortcuts to dial calls, 12-11 showing columns, 18-22 toolbar buttons, 18-24
telephone commands (cont’d.
voice mail (cont’d.
