VERTICAL VIEWPOINT 2.0 USER GUIDE Business Communications Solutions 9910 Irvine Center Drive Irvine, CA 92618 www.bcsconsultants.com [ m ] 949.333.1000 [ f ] 949.333.
TABLE OF CONTENTS Logging on to Viewpoint …………………………………………………………………………………………. 3 Change Viewpoint Login options ….…………………………………………………………………………. 4 Change your Password ……………………………………………………………………………………………. 5 The Navigation Pane ……………………………………………………………………………………………….. 6 The Status Bar …………………………………………………………………………………………………………. 6 Using Personal Statuses ……………….…………………………………………………………………………. 7 Using Extension Lists ……………………………………………………………………………………………….
VIEWPOINT USER GUIDE LOGGING ON TO VIEWPOINT To use ViewPoint, you must log on using a valid Wave user account. Ask your Wave administrator for the information you need to use to log on. Note: Each running ViewPoint program requires a license. If you see a message stating that you have exceeded your ViewPoint licenses, you cannot log on. See your Wave system administrator for help if such a message appears. To log on to ViewPoint: 1. Choose Start > Programs > Vertical Wave ViewPoint > Wave ViewPoint.
CHANGE VIEWPOINT LOGIN OPTIONS To change ViewPoint login options 1. Start ViewPoint as described in the previous section. If your system logs you on automatically, you can change the options after ViewPoint starts by choosing File > Use a different station. The expanded ViewPoint Log On dialog opens: 2. In the Use this phone with ViewPoint section, specify the phone with which ViewPoint is associated in one of the following ways: • Default station ID.
• Integrated Secondary Softphone. Select this option to log on to ViewPoint using the ViewPoint Softphone as a secondary phone when you are away from your regular physical phone. • Forward my calls to softphone. Optionally, select this checkbox to automatically forward your calls to your softphone. (Selecting this checkbox at logon saves you the step of manually changing your default call forwarding number after logging on.) • None. Select this option to use ViewPoint without an associated phone.
NAVIGATION PANE Use the navigation pane, on the left side of the ViewPoint window, to switch between ViewPoint’s folders. Click a folder icon in the navigation pane to open that folder in the ViewPoint main window. Each folder in the navigation pane gives you access to other related folders, as follows: • Messages. Displays the Inbox folder. Folders: All other Messages folders, including local folders and any folders that other users have shared with you. • Call Monitor. Displays the Call Monitor.
Note: If you are a Contact Center agent, clicking this spot on the status bar displays a dropdown list so you can specify if you are making personal or queue calls. Phone. If you see a Phone pane showing the name of another user, it indicates that user is logged in to your station. While that user is logged in, calls you place using the phone will be subject to that user’s dialing restrictions, and logged as coming from that user. To restore the station to yourself, pick up the phone and dial *00.
Double-click a personal status to view its properties. A personal status consists of the following: A personal status icon and a name, such as Available. These appear next to your name in the Extensions list, so that other Wave users can see at a glance whether you are in the office and available or not. Likewise, by looking at the Extensions list you can see the personal status of other users.
A collection of preferences that determines how your incoming calls are handled. Each personal status consists of the following call handling preferences: Where I Am. Identifies the phone to which your incoming calls will be sent when the personal status is active. The default Where I Am location is your phone, or your forwarding number if your calls are forwarded. Taking calls. Specifies whether calls ring through to your phone or not when the personal status is active. Queue calls.
Personal statuses (for Contact Center queue agents) In addition to the personal statuses described above, the personal statuses shown in the following table are available if you are an agent in one or more Contact Center queues. ICON STATUS DESCRIPTION Available (Queue Only) This status or the Available status makes you available to take calls. When you select this status, the queue begins sending calls to you. With this status, only queue calls ring your phone.
Choose Tools > Personal Status and then select a personal status. In the Personal Statuses folder, select a personal status and then choose Actions > Set as Active. Selecting a personal status using your phone You can select a personal status on the phone in the following ways: Log on and press 6 1. You can select the Available personal status quickly by picking up the phone and pressing *50. For Contact Center agent statuses, pick up your phone and press *51 through *53.
Taking calls. Specifies whether you want calls to ring through to your phone or not when this personal status is active. o Yes (use my routing list). Incoming calls follow your active routing list, which usually includes ringing your phone. o No (use only my final action). Incoming calls are sent directly to the final action on your active routing list, which by default is your voicemail. Note: You can modify this setting only for the personal statuses In a Meeting, Out of the Office, and On Vacation.
personal status In a Meeting, which applies your custom “Be Back Soon” greeting. When you return from the meeting and select the personal status Available (or any other personal status) your personal status defaults are restored, so your “Everyday” greeting becomes active again. You can change the greeting and the routing list that are your personal status defaults at any Time.
USING THE EXTENSIONS LIST Viewing Wave Extensions You can see all Wave 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 Wave extensions or to change another user’s personal status if you have permission to do so. You can display the Extensions list in the Call Monitor for quick access, including drag-and-drop calling.
• • • All tab. This tab displays all Wave extensions. Note that your Wave system may be configured to not show this tab. Group tabs. The Extensions list can optionally display a tab for each public ViewPoint Group of which you are a member, and a tab for any personal ViewPoint Groups that you created. Click a Group tab to see the extensions within that Group. Queue tabs. If you are an agent in a Contact Center queue, the Extensions list contains a tab for each queue.
Each of these features requires that you have the appropriate Wave permissions assigned by your Wave administrator. Ask your Wave administrator if you are configured to use these features. Also, before your instant message can be delivered to another user, that user must be running ViewPoint and must also have the appropriate Wave permissions assigned.
Click Send to send your instant message. If the user is running ViewPoint and has the appropriate Wave permissions assigned when you click Send, the message window pops open in the receiving user’s ViewPoint, allowing him or her to respond.
4. Select the names of the conference participants to invite and then click OK. The invitees are automatically added to the conference. Participating in a conference Any of the conference participants can send messages that will be displayed in each user’s ViewPoint. Any participant can invite additional participants to join the conference by following the steps listed above. To exit a conference, click the Close button at the top of the window.
CALL MONITOR Using the Call Monitor Folder In the Wave ViewPoint, the Call Monitor folder is the visual counterpart to your phone. The Call Monitor lets you see all your incoming calls and any outgoing calls at once, often with the callers identified by name. You must have a phone associated with ViewPoint in order to use most Call Monitor features. Note: Calls made or answered via an Outside Line feature button on a phone do not appear in the ViewPoint Call Monitor.
` For most people, the Call Monitor folder contains two tabs, called My Phone and All. You can optionally display other tabs that group related calls. Click each tab to view the related call activity at your phone. My Phone tab. This tab always appears in your Call Monitor folder and displays all calls to or from your phone.
Call Monitor folder panes The Call Monitor folder contains the following panes that you can hide or show: The Phonebook Pane, which shows the Extensions list and the Contacts folder and enables drag-and-drop call handling. The Notes Pane, which enables you to type and add call notes. The Parties pane, which shows the parties in a conference call other than yourself. The ViewPoint Softphone Dial Pad, if you are using the ViewPoint as your primary or secondary phone.
Selecting and acting on a call in the Call Monitor Click a call in the Call Monitor folder to select it. After it is selected, you can choose commands to apply to that call. To use a command on a call in the Call Monitor folder, do one of the following actions: Right-click the call and choose a command on the shortcut menu. This option is often the fastest way of choosing a command, but it may be difficult to do so during times when phone traffic is heavy.
Taking the call If you are already on another call, select the incoming call and choose Actions > Take Call. Your current call is put on hold. You can easily move among multiple calls by choosing Take Call again. When you use Take Call in the Call Monitor folder, you can play the caller’s name over your speakers by choosing Actions > Announce Caller. Sending the call to voicemail Select the call, and then choose Actions > Take Message. The call is sent to your voicemail.
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. Ringback for calls on hold. By default, if you hang up with one or more calls on hold, Wave’s ringback feature rings your phone to remind you. When the call rings back, the call’s status in the Call Monitor changes to Ringing (On Hold). Talk to your Wave system administrator about configuring ringback behavior.
5. Click OK. If you selected Blind or to Voicemail, the transfer is completed and the call disappears from your Call Monitor. If you selected Supervised, you are connected to the recipient’s extension, and the caller is put on hold. The incomplete transfer displays as a linked three-party call in the Call Monitor. 6. Speak to the recipient and announce the caller. A dialog opens and asks you if you want to complete the transfer or cancel it. 7. Choose one of the following options: Complete.
To answer a parked call from any ViewPoint program 1. Click Tools > Unpark. The Unpark dialog opens. 2. Select the call that you want to unpark and answer and click OK. You can also answer a parked call by picking up a Wave phone, pressing *53, and then entering the parking slot number. Sending a call to voicemail To send an active call to voicemail, choose Actions > Take Message.
When the call is complete, you can view or edit the notes for the call in the Call Log folder. If the call is recorded or transferred to voicemail, you will see the notes associated with the recording. Sending an Email About a Call From an active call, you can create an email message that’s automatically preformatted with details about the call (from name and number, date and time, and so forth). This can be useful for receptionists who sometimes need to take a verbal messages from the caller.
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. Using the phone commands You can start and stop recording your calls using the *16 phone command. You can also use the phone commands to listen to recordings in your Inbox. PLACING CALLS USING THE DIAL BAR ViewPoint has a Dial bar on the menu bar that you can use to place calls. To place a call using the Dial bar 1.
PLACE CALL TO DIALOG The Place Call To dialog visually guides you to place a call. It is not as efficient as using the Dial bar (if you know the person's name or number) or the Call Monitor's Phonebook pane. 1. Choose File > New > Call. The Place Call To dialog opens. 2. Enter or select the number to dial in one of the following ways: Enter the number to dial in the Name/Number field. You can also type the name of a contact or user. Click Contacts and select a contact on the list.
Note: If you are using the ViewPoint Softphone, try the following troubleshooting tips if your phone does not ring when you click OK to place a call. (This information does not apply if you are using any other type of phone.) If you can see the call in your Call Monitor, select the call and choose Actions > Take Call. If you can take the call successfully, it means that your audio device is working, but that the default ringing.WAV file may not be opening correctly. See your Wave administrator.
Voice messages have the following display attributes: Bold text indicates a new (Unheard) message. FW: in the From column indicates a message that was forwarded to you. Note: You can view the date on which a forwarded message was created by showing the Created column in the Messages folder. RE: in the From column indicates a message that was sent to you in reply to another message.
You can also attach a recording of your own at the beginning of the forwarded message. For example, “Bob, this is Jim. I received this message and thought you would want to hear it.” Your recording precedes the forwarded message. To forward a voice message 1. In any Messages folder, right-click a voice message that you want to forward and select Forward on the shortcut menu. The Forward Message dialog opens. 2. In the Available Users list, select the users or groups to whom you want to forward the message.
To delete a message permanently, hold down the Shift key while you choose the Delete command. A message is also deleted permanently when you delete it from the Deleted folder or empty the Deleted folder. Marking a voice message unheard To mark an old (heard) voice message as new (Unheard), select the message and then choose Actions > Mark As Unheard.
The Greetings folder contains three sections: The Greetings list. Your existing greetings appear here. The Notes Pane. This pane displays the contents of the greeting. To hide or show the Notes Pane, choose View > Notes Pane. The audio controls. Use these controls to record a new greeting, import a greeting from disk, or rerecord a selected greeting. The personal status default greeting This icon identifies the personal status greeting.
To rerecord or edit an existing greeting, double-click the greeting in the Greetings folder and edit the greeting by using the audio controls. 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 Wave users) may or may not be logged, depending on how your Wave system administrator set up the system. To open the Call Log folder, click its entry in the navigation bar.
Note: The Call Details dialog 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 FORWARDING To turn call forwarding on: 1. Choose Tools > Call Forwarding. The Call Forwarding dialog opens. 2.
Click Extensions and select an extension on the list. You can also select an auto attendant, IVR Plug-in, or Group. Click Contacts and select a contact on the list. The contact’s default phone number appears in the drop-down list below the main list. If the contact has more than one phone number associated with it, you can select a different number on the drop-down list. To create a new contact, click to open a new Contact dialog. To edit the currently selected contact, press Alt and click .
The call announcing prompt loops, so you might not hear it from the beginning when you pick up the phone. Press any key on your phone other than 1 or 2 to start the prompt at the beginning. This option is used only when forwarding calls to an external number. 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 Wave password.
Contacts folder displays all items whose first or last name begins with the entered text. Private and public contacts In Wave, contacts can be private or public: 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. Public contacts are available to all users in your office.
contact, which only you can see and use. 3. Enter the appropriate information about the contact in the First Name, Last Name, Company, and Title fields. The first and last names are displayed in the Call Monitor folder when this contact calls you. 4. If your office uses account codes, you can enter an Account code for the contact. Wave automatically uses the account code for the call when it identifies the contact on an incoming call or when you dial one of the contact’s numbers on an outgoing call.
5. Click OK to close the Contact dialog. The new contact now appears in the Contacts folder.
• Via your e-mail program. See its documentation for details. About potential conflicts between Wave Mail and Exchange or Outlook rules If you have Exchange or Outlook rules for processing messages, it is possible that one or more rules may be executed on a message that interferes with the expected synchronization between Wave Mail and Exchange. For example, a rule might move a message to another folder, causing a voice message to be deleted before you have a chance to listen to it.
to configure your Wave mailbox. If you perform these steps in ViewPoint as described below, your Wave system administrator can tell you what information you need to enter here. To enable Wave Mail and configure your Wave Mail mailbox 1. Choose Tools > Options. The Options dialog opens. 2. Click the Personal \ Wave Mail tab. 3. Select the Enable voice mail and contact synchronization checkbox. 4. Select the name of your Exchange Mail server from the drop-down list. 5.
CONTACT CENTER REQUIREMENTS To run the Contact Center Reporter, you need the following: Microsoft Excel 2003 SP3 or higher must be installed on the ViewPoint PC. Wave permission to run reports. You must have the permission Access Contact Center Reporter set to Allow. A Contact Center Reporter license is required to run many reports.
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