Wave IP 3.0 Wave ViewPoint User Guide Release 3.
© 2012 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof and Vertical ViewPoint and Wave Contact Center are trademarks of Vertical Communications, Inc. All other brand and product names are used for identification only and are the property of their respective holders. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY Vertical Communications, Inc.
Revision History Release Date 3.0 10/12 3.0 4/12 Documentation Changes Page No. The ViewPoint Mobile App now allows you to make and take calls and access some ViewPoint features from supported Android mobile devices. 14-1 GENERAL RELEASE GENERAL RELEASE The ViewPoint Mobile App allows you to make and take calls and access some ViewPoint features from supported iOS mobile devices. 2.5 2.
Revision History Release Date 2.0 09/10 Documentation Changes Page No. Added section “What’s new in this version” that describes how to view a list of new ViewPoint features. 1-1 You can now choose the ViewPoint softphone as your primary or secondary phone when you log on. See section “Using ViewPoint with a different phone or Wave Server“. 2-10 You can now share folders with other users.
Revision History Release Date 1.5 SP3 09/09 Documentation Changes Page No. SERVICE PACK RELEASE Two additional ViewPoint reports are now available on all systems with no licensing requirements. See sections “Call Transfer report” and “User Call Trends report.” 1.5 SP2 05/09 SERVICE PACK RELEASE Added important note on not using the ViewPoint Call Monitor to manage calls to a virtual extension. 1.5 11/08 Added steps to display ViewPoint Group tabs in the Contacts folder.
Revision History Release Date 1.0 10/07 Documentation Changes Page No. GENERAL RELEASE Initial Release. --- Wave ViewPoint User Guide Release 3.
Contents Contents Chapter 1 Introducing Vertical Wave About Vertical Wave ViewPoint - - - - - - - - - - - - - - - - - - - - - 1-1 What’s new in this version - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-1 Installing ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-1 Accessing Wave - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-2 Using ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-2 Using the Wave TAPI Service Provider a
1-2 Contents Changing your password - - - - - - - - - - - - - - - - - - - - - - - - - - 2-17 Logging on with command-line switches - - - - - - - - - - - - - - - - 2-18 Exiting ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-18 Elements of the ViewPoint window - - - - - - - - - - - - - - - - - 2-19 The Menu Bar - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - The Toolbar - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - The Navigation Pane - - -
1-3 Contents Setting personal status defaults - - - - - - - - - - - - - - - - - - - - - - 3-10 Changing the personal status of another user - - - - - - - - - - 3-11 Chapter 4 Using the Extensions List Viewing Wave extensions - - - - - - - - - - - - - - - - - - - - - - - - - 4-1 Searching the Extensions list - - - - - - - - - - - - - - - - - - - - - - - - 4-2 Extensions list tabs - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 4-3 Extensions list columns - - - - - - - - - - - - - - - - - -
1-4 Contents Sending a call to voicemail - - - - - - - - - - - - - - - - - - - - - - - - Playing a caller's name over your speakers - - - - - - - - - - - - Disconnecting a call while staying on the phone - - - - - - - - - Flagging a problem call to report later - - - - - - - - - - - - - - - - - 5-16 5-16 5-16 5-17 Incoming call indicators - - - - - - - - - - - - - - - - - - - - - - - - - 5-18 Sharing your Call Monitor folder - - - - - - - - - - - - - - - - - - - 5-19 Viewing shared calls - - - - - - - -
1-5 Contents Listening to your voice messages and call recordings - - - - - 7-4 Listening to a voice message as it is being left - - - - - - - - - - - - 7-4 Handling your voice messages - - - - - - - - - - - - - - - - - - - - - 7-4 Forwarding a voice message - - - - - - - - - - - - - - - - - - - - - - - - Replying to a voice message - - - - - - - - - - - - - - - - - - - - - - - - Calling back the person who left a voice message - - - - - - - - - E-mailing a voice message - - - - - - - - - - - - - - - - -
1-6 Contents Chapter 8 Using the Call Log Folder The Call Log folder - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-1 Call Log folder filters - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-2 Call Log folder columns - - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-3 Viewing call details - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-3 Taking notes on a Call Log entry - - - - - - - - - - - - - - - - - - - Sending an email message about a Call Log en
1-7 Contents Viewing shared contacts - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-3 Contacts folder tabs - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-3 Changing double-click behavior - - - - - - - - - - - - - - - - - - - - - - 10-4 Managing contacts - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-5 Entering a new contact - - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-5 Placing calls to your contacts - - - - - - - - - - - - - - - - - - - - - - - 10-8
1-8 Contents How Wave resolves call rule conflicts - - - - - - - - - - - - - - - - - 11-11 Chapter 12 Customizing ViewPoint About customizing ViewPoint - - - - - - - - - - - - - - - - - - - - - 12-1 Guide to the Options dialog - - - - - - - - - - - - - - - - - - - - - - - - - 12-1 Customizing phone behavior - - - - - - - - - - - - - - - - - - - - - - 12-3 Recording your voice title - - - - - - - - - - - - - - - - - - - - - - - - - Changing the language of phone command prompts - - - - - - Customizing or
1-9 Contents Setting individual report options - - - - - - - - - - - - - - - - - - - - - - 13-8 Using Excel tabs to view report results - - - - - - - - - - - - - - - 13-9 Totals on the Data tab - - - - - - - - - - - - - - - - - - - - - - - - - - - - 13-9 Using the Report Options tab in Excel - - - - - - - - - - - - - - - - - 13-9 Printing and scheduling reports with the Report Runner - 13-10 Using the Report Runner - - - - - - - - - - - - - - - - - - - - - - - - - 13-11 Running the Report Runner without
1-10 Contents Saving your current search - - - - - - - - - - - - - - - - - - - - - - - - - - A-9 Loading a saved search - - - - - - - - - - - - - - - - - - - - - - - - - - - - A-9 Managing individual recordings - - - - - - - - - - - - - - - - - - - Acting on archived call recordings - - - - - - - - - - - - - - - - - Checking the archive for missing audio files - - - - - - - - - - Purging archived recordings - - - - - - - - - - - - - - - - - - - - - - Appendix B A-10 A-11 A-13 A-14 Logging On with Comma
Chapter 1 Introducing Vertical Wave CHAPTER CONTENTS About Vertical Wave ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Accessing Wave . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Feature comparison table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Getting technical support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accessing Wave 1-2 Chapter 1: Introducing Vertical Wave Accessing Wave You can access Wave in any of the following ways. Each method is described below. • Wave ViewPoint • Wave TAPI Service Provider and Contact Manager Assistant • Your phone Using ViewPoint This manual describes how to use ViewPoint, Wave’s easy-to-use Windows interface. With ViewPoint you can point and click to play voice messages and place calls, access contacts and users, and more.
Feature comparison table 1-3 Chapter 1: Introducing Vertical Wave Using your phone Voice prompts guide you to enter Wave phone commands via your phone’s keypad. Depending on your phone type (SIP, digital, or analog), you can also use phone feature buttons or soft keys to access Wave features. For more information, see the Wave Phone User Guide, or the Wave Phone Quick Reference Guide specific to your phone type.
Getting technical support 1-4 Chapter 1: Introducing Vertical Wave Feature ViewPoint Phone CMA Changing the active greeting Yes Yes No Changing the active routing list Yes No No Getting technical support Contact your Wave system administrator for technical support. For information on how to report problems, see Appendix C. You can get help through Wave documentation as described in the next section.
Wave documentation 1-5 Chapter 1: Introducing Vertical Wave • Wave SIP Phone Quick Reference Guide. Provides instructions for using Vertical Wave SIP phones. • Wave Voice Mail Quick Reference Guide. Provides instructions for using Vertical Wave voicemail features. Accessing Help From any Wave dialog, you can press F1 or click Help to get context-sensitive Help describing the window and its individual fields. Wave ViewPoint User Guide Release 3.
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Chapter 2 Using ViewPoint CHAPTER CONTENTS About ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Logging on to ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7 Exiting ViewPoint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18 Elements of the ViewPoint window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About ViewPoint 2-2 Chapter 2: Using ViewPoint Installing ViewPoint See your Wave system administrator about installing ViewPoint on your computer. Important: Viewpoint may be installed directly onto the Wave Server for administrative purposes only. For more information about ViewPoint requirements, see Chapter 9 in the Wave Server Installation Guide.
About ViewPoint 2-3 Chapter 2: Using ViewPoint • • If you are not logged on using a Windows administrator account. You are prompted to grant the installer program administrative rights by entering the valid user name and password of a Windows administrator account: Click Remind Me Later if you are busy and do not want to be interrupted. If you choose this option, the auto-update message will not be presented again for 24 hours. Wave ViewPoint User Guide Release 3.
About ViewPoint 2-4 Chapter 2: Using ViewPoint Note: By default, the ViewPoint auto-update process is enabled for all ViewPoint users. You can disable auto-update in ViewPoint by choosing Tools > Options and then de-selecting the Disable auto-updates checkbox on the ViewPoint tab. Wave ViewPoint User Guide Release 3.
About ViewPoint 2-5 Chapter 2: Using ViewPoint Using ViewPoint remotely If your office’s network is set up so you can log on remotely via a Virtual Private Network (VPN) connection, you can use ViewPoint from another location as if you were on the network at your office. Contact your network administrator to see if you have VPN support and how to start VPN from your remote computer. Important: ViewPoint will not run without a network connection to your Wave Server.
About ViewPoint 2-6 Chapter 2: Using ViewPoint Using the ViewPoint Softphone The ViewPoint Softphone is software included with ViewPoint that appears as a new Dial Pad tab at the bottom of the Call Monitor., You can use the controls on this tab to switch between your headset vs. PC microphone and speakers, adjust call volume, and so forth. You use the number keys on this tab to send DTMF tones while you are on a call, for example in response to prompts from an IVR application.
Logging on to ViewPoint 2-7 Chapter 2: Using ViewPoint You must have audio playback and capture devices (microphone, speakers, headset, or other USB audio devices) on your PC or laptop in order to logon using the ViewPoint Softphone. The default device settings work in most cases. To change the default settings, see “Configuring the ViewPoint Softphone” on page 12-10. For instructions on how to place, answer, and handle calls using the ViewPoint Softphone, see “Using the ViewPoint Softphone” on page 6-14.
Logging on to ViewPoint 2-8 Chapter 2: Using ViewPoint 5. If you check Automatically log on as this user, anyone at your computer can open your ViewPoint program and listen to your voice messages, because ViewPoint will open without requiring a password. 6. If you need to change login options, for example to use ViewPoint at a different location than your normal location, click Options >> to display additional settings.
Logging on to ViewPoint 2-9 Chapter 2: Using ViewPoint Disabling automatic logon The automatic logon feature allows you to skip the process of logging on to ViewPoint in future sessions. If you previously selected the Automatically log on as this user option and now want to turn it off, do the following: 1. In ViewPoint, choose Tools > Options. The Options dialog opens. 2. On the ViewPoint tab, deselect the Log on automatically checkbox. 3. Click OK. Wave ViewPoint User Guide Release 3.
Logging on to ViewPoint 2-10 Chapter 2: Using ViewPoint Using ViewPoint with a different phone, Wave Server, or language There may be times when you need to modify the options you normally use when you log on to ViewPoint. To change logon options, click Options >> in the ViewPoint Logon dialog. This section describes how to do the following: • Change the Wave phone associated with ViewPoint. ViewPoint works best in conjunction with a phone. ViewPoint can be associated with only one phone at a time.
Logging on to ViewPoint 2-11 Chapter 2: Using ViewPoint 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.
Logging on to ViewPoint 2-12 Chapter 2: Using ViewPoint • Station ID. To log on to ViewPoint using a different Wave phone, for example if you are a guest at another location or temporarily using a different office, select this option and enter that phone’s station ID. To obtain a Wave phone’s station ID, pick up the phone and press *00. (You can select this option for a Wave phone in the office or a mobile extension.) • Remote number.
Logging on to ViewPoint 2-13 Chapter 2: Using ViewPoint Specifying options for a remote number to open the If you selected Remote number in the ViewPoint Login dialog, you can click Check Remote Number dialog to specify how Wave will actually dial the remote number that you entered. The number as it will be dialed after dialing rules are applied is displayed in the middle of the dialog. This displayed dial string may be modified as you make changes as described below. 1.
Logging on to ViewPoint 2-14 Chapter 2: Using ViewPoint Using ViewPoint with another station ID Most Wave users have a default station ID, which represents the phone your Wave system administrator assigned to you (if you roam between phones your station ID may be 0). When you log on to ViewPoint specifying an associated phone other than your default station, the Select Your ViewPoint Phone dialog opens, enabling you to clarify which phone you want to use with ViewPoint.
Logging on to ViewPoint 2-15 Chapter 2: Using ViewPoint • 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. • I am not near a Wave phone. You log on with station ID 0, meaning that ViewPoint is not associated with a phone.
Logging on to ViewPoint 2-16 Chapter 2: Using ViewPoint To change the ViewPoint display language 1. In ViewPoint, choose Tools > Options. The Options dialog opens. 2. Click the ViewPoint tab. 3. Choose the Language for the ViewPoint user interface from the drop-down list. 4. Click OK. Your change takes effect the next time that you start ViewPoint. You can also specify the language to use when you log on to ViewPoint.
Logging on to ViewPoint 2-17 Chapter 2: Using ViewPoint Changing your station, Wave Server name, or user name after logging on You can log on as a different user, or with a different associated phone, without exiting and restarting the ViewPoint program. This feature makes it easy to log on to another user’s account from your ViewPoint, or to switch ViewPoint’s associated phone. (To log on to another user’s account, you must know the other user’s password.
Exiting ViewPoint 2-18 Chapter 2: Using ViewPoint 3. 4. Use the following fields to change your password: • Old password. Enter your current password. • New password. Enter your new password. • Verify new password. Enter your new password to confirm it. Click OK to close the Change Password dialog, and then click OK to close the Options dialog. Logging on with command-line switches You can add switches to the Windows shortcut command line that starts ViewPoint.
Elements of the ViewPoint window 2-19 Chapter 2: Using ViewPoint Elements of the ViewPoint window The following graphic shows a typical window in ViewPoint, in this case the Inbox that contains your voice messages.
Elements of the ViewPoint window 2-20 Chapter 2: Using ViewPoint The Toolbar The toolbar, directly under the menu bar in each folder, provides single-click access to frequently used Wave commands. Toolbar buttons can change depending on which folder you’re in. The following illustration shows the toolbar for the Messages folder. In any folder, clicking the left-most toolbar button creates a new item for that folder.
Elements of the ViewPoint window 2-21 Chapter 2: Using ViewPoint 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. Folders: Extensions and (if you are an agent in Contact Center queue) Queue Monitor. • Contacts. Displays the Contacts folder.
Working in ViewPoint folders • 2-22 Chapter 2: Using ViewPoint 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. • Personal Status. The current personal status of the user logged on to ViewPoint.
Working in ViewPoint folders 2-23 Chapter 2: Using ViewPoint For an overview of each folder, see the following table. Navigation Pane Folder Description Messages Hear and manage your voice messages. To call back a message, right-click it and choose Place Call. Selecting the Messages folder gives you access to your Inbox, Saved, and Deleted folders. Call Monitor Place calls and handle incoming calls (transfer calls, create conference calls, monitor a voice message as it is being left, record a call).
Working in ViewPoint folders Navigation Pane 2-24 Chapter 2: Using ViewPoint Folder Description Configuration Selecting the Configuration folder gives you access to the Greetings, Personal Statuses, Routing Lists, Groups, and Public\Groups folders. Configuration \ Greetings Record your voice-mail greetings and change the active greeting.
Working in ViewPoint folders 2-25 Chapter 2: Using ViewPoint Working with multiple Viewpoint folders at the same time You can have several folders open at once by opening each folder in its own window. To open a folder in its own window, right-click a folder in the Folders list and choose Open in New Window on the shortcut menu. Wave ViewPoint User Guide Release 3.
Working in ViewPoint folders 2-26 Chapter 2: Using ViewPoint Adjusting the Phonebook Pane layout in the Call Monitor The Phonebook pane—shown by default in the Call Monitor—includes the Extensions list and the Contacts folder. You can perform drag-and-drop call handling operations between the pane and the Call Monitor. See “Dragging and dropping items” on page 2-28. With the Extensions list, you can see whether a user is on the phone before placing a call to that user.
Working in ViewPoint folders 2-27 Chapter 2: Using ViewPoint Deleting voice messages and other items To delete a voice message from your Inbox, select it and then press Delete. The voice message moves to your Deleted folder. It will be permanently deleted from the Deleted folder according to the settings defined in Tools > Options. To permanently delete a voice message from your Inbox 1. Select the voice message. To select more than one voice message, press Ctrl and then select them. 2.
Working in ViewPoint folders 2-28 Chapter 2: Using ViewPoint 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.
Working in ViewPoint folders 2-29 Chapter 2: Using ViewPoint DRAG AND DROP ITEMS (continued) From Contact Folder To Drag SHIFT + Drag Call Conferences the contact’s default number with the call Opens the Conference dialog Empty Call Monitor Places a call to the default phone number Opens the Place Call To dialog Folder Moves the contact to the folder Opens the Move Item dialog Folder Moves the folder to another folder Opens the Move Folder dialog Contact Moves the folder to the Contacts
Working in ViewPoint folders 2-30 Chapter 2: Using ViewPoint DRAG AND DROP ITEMS (continued) From Voice Message Extension Text (for example, a phone number you copied from a web page) To Drag SHIFT + Drag Call Conferences the message sender with the call Opens the Conference dialog Empty Call Monitor Places a call to the message Caller ID Opens the Place Call To dialog Folder Moves the message to the folder Opens the Move Item dialog ox Call Conferences the call Opens the Conference dialo
Organizing items in folders 2-31 Chapter 2: Using ViewPoint Printing items in folders To print the contents of a folder, choose File > Print. When you print a folder that contains several columns, you may need to change the orientation of the page to “landscape” so that all columns that appear in the folder are printed. Organizing items in folders The Messages folder contains one folder already created, the Saved folder.
Organizing items in folders 2-32 Chapter 2: Using ViewPoint To show, hide, or reorder columns in a ViewPoint folder 1. Choose View > Show Columns (or right-click the column header). The Show Columns dialog opens. 2. Do any of the following: 3. • To move columns into or out of the folder, select them and click Add or Remove. You can also drag and drop.
Organizing items in folders 2-33 Chapter 2: Using ViewPoint Sorting the contents of a column Click a column header to sort the items in a folder by the information in that column. Click the column header again to sort in the reverse order. The column in the folder that contains an arrow in its header is the column by which the display is currently sorted. The direction of the arrow indicates the sort order. Viewing public folders Public folders contain items that all Wave users can view and use.
Organizing items in folders 2-34 Chapter 2: Using ViewPoint Emptying the Deleted folder You can delete an item from the Deleted folder just as you would from any folder. When items are deleted from the Deleted folder, they are deleted permanently. To empty the Deleted folder, choose Tools > Empty Deleted Folder. To empty the Deleted folder automatically 1. Choose Tools > Options. The Options dialog opens. 2. Click the Voice Messages \ Usage tab. Wave ViewPoint User Guide Release 3.
Sharing folders 2-35 Chapter 2: Using ViewPoint 3. Choose one of the following options: • Remove all items when exiting. Deletes all messages in the Deleted folder automatically each time you exit ViewPoint. • Periodically remove old items. Select this checkbox to remove old items automatically from the Deleted folder. • Age: ___ days. Enter the number of days an item will remain in the Deleted folder before Wave automatically deletes it. 4.
Using the audio controls 2-36 Chapter 2: Using ViewPoint Using the audio controls Wave’s audio controls make it easy to create recordings and listen to recordings and voice messages. These audio controls appear throughout ViewPoint. Creating recordings and playing voice messages You create recordings by speaking into your phone. Recor d When you are ready to record, pick up your phone, and then click the button. A beep signals that recording has begun.
Importing and exporting Wave items 2-37 Chapter 2: Using ViewPoint Using voice message bookmarks You can set bookmarks in voice messages by dragging the arrows that appear under the slider bar. When you play a message you have bookmarked, only the portion of the file between the bookmarks plays. This capability can be useful when you want to mark the location of an important phone number in a voice message.
Importing and exporting Wave items 2-38 Chapter 2: Using ViewPoint Importing and exporting contacts You can import contacts into Wave: • From a CSV file generated via Wave • From a CSV file generated from another contact manager such as Microsoft Outlook You can export contacts from Wave to a CSV file that you can import into another Wave ViewPoint, Outlook, GoldMine, FrontOffice 2000, Act!, or other contact management software. To import contacts from a CSV file 1. Choose File > Import and Export.
Importing and exporting Wave items 2-39 Chapter 2: Using ViewPoint 3. In File to Import, click Browse and select the CSV file that you want to import. 4. In Destination folder, select the Wave Contact folder into which you want to import the contacts in the CSV file. 5. Under Options, select one of the following: • Replace duplicates with items imported. If Wave finds a duplicate contact in the CSV file, the contact from the file will replace the existing Wave contact.
9. If you have saved a different map and want to use it, click Load Map and select it. Otherwise, map the fields manually as follows: • Check First record contains field names at the bottom of the dialog if the CSV file’s first record consists of the names of fields. Then drag fields or values from the left pane (the CSV file) to the fields in the right pane (Wave contacts) in which you want the values to appear. Drag unwanted field mapping from the right pane to the left pane to clear them.
Importing and exporting Wave items 2-41 Chapter 2: Using ViewPoint 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. In Source folder, choose the Contacts file that you want to export, and then click Next. 5. Click Finish. The CSV file is exported. Exporting ViewPoint recordings You can export voice messages and call recordings in WAV or MP3 format. 1.
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Chapter 3 Using Personal Statuses CHAPTER CONTENTS About personal statuses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 Selecting a personal status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 Modifying a personal status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 Using personal status defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About personal statuses 3-2 Chapter 3: Using Personal Statuses To view the available personal statuses, click Configuration in the navigation bar, and then click Personal Statuses: Double-click a personal status to view its properties. Wave ViewPoint User Guide Release 3.
About personal statuses 3-3 Chapter 3: Using Personal Statuses 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.
About personal statuses 3-4 Chapter 3: Using Personal Statuses Available personal statuses Five personal statuses are available to all users. Three additional personal statuses are available only to Contact Center agents. Personal statuses (for all users) The following five personal statuses are available for all users. Icon Status Available Description Lets people know that you are available to take calls.
About personal statuses 3-5 Chapter 3: Using Personal Statuses 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. For information about working as an agent in a Contact Center queue, see the Wave Contact Center Administrator Guide.
About personal statuses Icon 3-6 Chapter 3: Using Personal Statuses Status Description Available (Non-Queue) This status makes you unavailable at the end of your shift. When you select this status, the queue stops sending calls to you. With this status, non-queue calls still ring your phone. To prevent all calls from ringing your phone, make yourself unavailable by selecting Do Not Disturb. You can also select this status by picking up the phone and pressing *52.
Selecting a personal status 3-7 Chapter 3: Using Personal Statuses If you are an agent in a Contact Center queue, note the following: • You can make yourself available for queue calls by selecting either Available or Available (Queue Only). • You can make yourself unavailable for queue calls by selecting any status other than Available (Non-Queue), Available (Queue Only), or On Break. Selecting a personal status You can select a personal status using ViewPoint or the phone.
Modifying a personal status 3-8 Chapter 3: Using Personal Statuses Modifying a personal status You can modify personal statuses to reflect your changing availability and location. For example, if you are often away from your desk attending meetings, you can modify the In a Meeting personal status to send your callers directly to voicemail. Not all preferences are modifiable: • Where I Am. Cannot be modified for any personal status.
Modifying a personal status • 3-9 Chapter 3: Using Personal Statuses Where I am. Modifying this preference for a personal status is not supported in this version. This preference identifies the phone to which your incoming calls will be sent when this 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 you want calls to ring through to your phone or not when this personal status is active.
Using personal status defaults 3-10 Chapter 3: Using Personal Statuses Using personal status defaults Specifying a default personal status greeting and routing list When you select a personal status with a greeting or routing list preference, it makes that greeting or routing list active. When you are done using that personal status, you probably want your active greeting and routing list to revert to what they were before they were made active by the personal status.
Changing the personal status of another user 3-11 Chapter 3: Using Personal Statuses To set a personal status preference back to the default setting Perform these steps to set a personal status preference back to the default setting 1. Edit the personal status. See “Modifying a personal status” on page 3-8. 2. For the Routing List preference, select Default from the drop-down list. The Default entry displays the name of the current default item in parentheses, for example “Default (Standard)”. 3.
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Chapter 4 Using the Extensions List CHAPTER CONTENTS Viewing Wave extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 Placing calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 Using Wave IMpulse for instant messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing Wave extensions 4-2 Chapter 4: Using the Extensions List The Extensions list automatically updates in real time. Note: From the Extensions list you can change another user’s personal status if you know that user’s password, or have the proper permission. For instructions, see “Changing the personal status of another user” on page 3-11. Searching the Extensions list To find someone quickly, you can type their first or last name (fully or partially) in the Search field.
Viewing Wave extensions 4-3 Chapter 4: Using the Extensions List Extensions list tabs The Extensions list can optionally contain tabs that display related groups of extensions. Tabs are located at the bottom of the Extensions list. Click each tab to view its contents. • All tab. This tab displays all Wave extensions. Note that your Wave system may be configured to not show this tab. • Group tabs.
Placing calls to an extension 4-4 Chapter 4: Using the Extensions List 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. Using Wave IMpulse for instant messaging Wave IMpulse supports simple, secure, user-to-user instant messaging in ViewPoint. With instant messaging you can initiate a real-time typed conversation between yourself and another user.
Using Wave IMpulse for instant messaging 4-5 Chapter 4: Using the Extensions List You can recognize whether users are online or not by the Presence icon next to their name in the Extensions view. In the following example, Ana Chen and Audrey Escobar are online Type your instant message in the window that opens: Click Send to send your instant message.
Using Wave IMpulse for instant messaging 4-6 Chapter 4: Using the Extensions List As your conversation progresses, all of the messages and replies are displayed at the top of the window: If you send or receive a message and there is no new interaction from the other party within a minute, the date and time of the last message is displayed in the window, for example “Sent at 5:14 PM on Thursday.
Using Wave IMpulse for instant messaging 4-7 Chapter 4: Using the Extensions List To create an instant messaging conference 1. Right-click the name of one of the participants in the Extensions view and then click Send Instant Message. 2. In the window that opens, click the arrow button located to the right of the Send button, and then click Invite to Conference. 3. The Invite to Conference dialog opens listing the users who are currently available. Wave ViewPoint User Guide Release 3.
Using Wave IMpulse for instant messaging 4. 4-8 Chapter 4: Using the Extensions List 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.
Chapter 5 Receiving and Handling Calls in ViewPoint CHAPTER CONTENTS Using the Call Monitor folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Displaying the Call Monitor folder automatically . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Selecting and acting on a call in the Call Monitor . . . . . . . . . . . . . . . . . . . . . . . . 5-7 Commands while a call is ringing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Call Monitor folder 5-2 Chapter 5: Receiving and Handling Calls in ViewPoint The following graphic illustrates the ViewPoint Call Monitor.
Using the Call Monitor folder 5-3 Chapter 5: Receiving and Handling Calls in ViewPoint Call Monitor folder tabs 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.
Using the Call Monitor folder 5-4 Chapter 5: Receiving and Handling Calls in ViewPoint 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 > Show Tabs. (You can also right-click the Call Monitor column headers or tabs.) 2. Click All to select all tabs, or select a tab name and click Add or Remove to show or hide it.
Using the Call Monitor folder 5-5 Chapter 5: Receiving and Handling Calls in ViewPoint Call Monitor folder panes The Call Monitor folder contains the following panes that you can hide or show: • • Phonebook Pane. Shows the Extensions list and the Contacts folder and enables drag-and-drop call handling. See “Adjusting the Phonebook Pane layout in the Call Monitor” on page 2-26 and “Dragging and dropping items” on page 2-28. Notes Pane. Enables you to type and add call notes.
Displaying the Call Monitor folder automatically 5-6 Chapter 5: Receiving and Handling Calls in ViewPoint Displaying the Call Monitor folder automatically Wave can open the Call Monitor folder automatically when you place or return calla form some ViewPoint folders. When the Call Monitor folder opens automatically, it appears in front of all other open windows on your computer. To display the Call Monitor folder automatically 1. Choose Tools > Options. The Options dialog opens. 2.
Selecting and acting on a call in the Call Monitor 5-7 Chapter 5: Receiving and Handling Calls in ViewPoint 4. To display the Call Monitor folder automatically on incoming calls, click the ViewPoint \ Call Alerts tab and check Display the Call Monitor. 5. Click OK. 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.
Commands while a call is ringing 5-8 Chapter 5: Receiving and Handling Calls in ViewPoint Examples of calls that you can see, but that you do not own, include calls in a Queue tab that are being handled by another agent, or calls in a shared Call Monitor tab that are being handled by the sharing user. To determine who owns a call, look at the name in the Owner column.
Commands while you’re on a call 5-9 Chapter 5: Receiving and Handling Calls in ViewPoint Sending the call to voicemail Select the call, and then choose Actions > Take Message. The call is sent to your voicemail. Note: Contact center agents cannot perform this command on an incoming queue call. Screening a voice message as it is being left You can listen to a voice message as the caller is leaving it and pick up the call if needed. To do so: 1.
Commands while you’re on a call 5-10 Chapter 5: Receiving and Handling Calls in ViewPoint • Parking a call. See page 5-15. • Sending a call to voicemail. See page 5-16. • Playing a caller's name over your speakers. See page 5-16. • Disconnecting a call while staying on the phone. See page 5-16. • Entering an account code for a call. See page 5-17. • Flagging a problem call to report later. See page 5-17. Instructions for each of these commands appear in the following sections.
Commands while you’re on a call 5-11 Chapter 5: Receiving and Handling Calls in ViewPoint Transferring a call The Call Monitor folder allows you to easily transfer a call to any party, either another Wave user or someone at an external phone number. You can look up users and contacts by name, and you can see in advance if an extension is busy. You can also transfer a call to an auto attendant or to a user’s voicemail.
Commands while you’re on a call 5-12 Chapter 5: Receiving and Handling Calls in ViewPoint 4. In the Transfer field at the bottom of the dialog, click either Blind, Supervised, or to Voicemail. See the beginning of this section for more information about the different types of transfers. 5. Click OK. If you selected Blind or to Voicemail, the transfer is completed and the call disappears from your Call Monitor.
Commands while you’re on a call 5-13 Chapter 5: Receiving and Handling Calls in ViewPoint You can also transfer calls more easily by resizing the Transfer To dialog, by showing and hiding columns, and by sorting calls by column. See “Customizing ViewPoint for operators” on page 12-17. Adding notes to a call While a call is visible in your Call Monitor folder, you can type notes about the call in the Notes Pane. If the Notes Pane is not showing, click Notes in the bottom pane.
Commands while you’re on a call 5-14 Chapter 5: Receiving and Handling Calls in ViewPoint The maximum length of a single recording is equal to the total number of minutes available in your voice mailbox. By default this is 20 minutes, but your Wave administrator may have set a different limit. Note: You cannot receive more voice messages when your voice mailbox is full. You should check your available mailbox space after recording any conversation to be sure that you have space for new voice messages.
Commands while you’re on a call 5-15 Chapter 5: Receiving and Handling Calls in ViewPoint Associating a call with a contact Unidentified calls appear in the Call Monitor folder as being from “Unknown.” You can associate a particular unidentified call with one of your contacts, so that the Call Monitor and Call Log folders display a name with the call.
Commands while you’re on a call 5-16 Chapter 5: Receiving and Handling Calls in ViewPoint Unparking a call You can retrieve a parked call from any Wave phone or from any PC running ViewPoint. 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.
Commands while you’re on a call 5-17 Chapter 5: Receiving and Handling Calls in ViewPoint Entering an account code for a call While on a call, you can enter an account code for the call or change the one already entered. 1. Select the call, and then choose Actions > Enter Account Code. 2. Enter an account code. You can enter numbers, letters, or other characters. 3. Click OK. You can also enter an account code from the Call Log after the call is complete.
Incoming call indicators 5-18 Chapter 5: Receiving and Handling Calls in ViewPoint To gather logs for all flagged calls 1. At a less busy time, run the Wave Problem Report Wizard from the Start menu by choosing All Programs > Vertical Wave ViewPoint > Wave Problem Report Wizard. Note: Running the Problem Report Wizard from the Start menu picks up the appropriate logs for any flagged calls across multiple ViewPoint sessions.
Sharing your Call Monitor folder 5-19 Chapter 5: Receiving and Handling Calls in ViewPoint Sharing your Call Monitor folder Your Wave system administrator can share your Call Monitor with other users. Those users see your calls when they click on a tab with your name on it in their Call Monitors. If they have View and Edit permission, they can answer your calls using that tab and perform all call-handling commands on them.
Sharing your Call Monitor folder 5-20 Chapter 5: Receiving and Handling Calls in ViewPoint Viewing shared calls When another user’s Call Monitor is shared with you, a tab for each user appears in your Call Monitor folder. This tab displays only the calls for that user. When another user’s Call Monitor is shared with you, the following tabs appear in your Call Monitor folder: • A tab for each user who has shared calls with you.
Chapter 6 Placing Calls in ViewPoint CHAPTER CONTENTS Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Checking a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-8 Redialing numbers and returning calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9 Creating conference calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placing a call 6-2 Chapter 6: Placing Calls in ViewPoint Placing calls with the phone on- or off-hook When placing calls from ViewPoint you can choose the command with your phone either on-hook or off-hook. If the phone is on-hook when you place a call, your phone rings immediately after you finish dialing the number. If the phone is off-hook when you place a call, you hear Wave dialing the number. Placing calls using the Dial bar ViewPoint has a Dial bar on the menu bar that you can use to place calls.
Placing a call 6-3 Chapter 6: Placing Calls in ViewPoint Using the 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.
Placing a call 6-4 Chapter 6: Placing Calls in ViewPoint • Click Extensions and select an extension in the list. The list is identical to other Extensions lists in ViewPoint (see “Viewing Wave extensions” on page 4-1). If the extension is a user with public numbers (My Numbers marked as public), you can choose one of those numbers from the drop-down list below the main list. See “Entering My Numbers” on page 6-5 for more about public numbers. • Click My Numbers.
Placing a call 6-5 Chapter 6: Placing Calls in ViewPoint Entering My Numbers You can store your own phone numbers in your Wave account, such as your home number or mobile phone number, e-mail address, or instant messaging address. When placing, forwarding, or transferring a call, you can click My Numbers and then select one of your numbers. To enter a number or address in the My Numbers list 1. Choose Tools > Options. The Options dialog opens. 2. Click the Personal \ My Numbers tab. 3.
Placing a call 6-6 Chapter 6: Placing Calls in ViewPoint 5. Select the Public checkbox to make the number publicly available. This has the following effects: • Other users can quick-dial your public numbers by right-clicking your name in their ViewPoint Extensions list. If this checkbox is not selected, the number is kept private and does not appear on this right-click menu.
Placing a call 6-7 Chapter 6: Placing Calls in ViewPoint You can quick-dial the following types of calls from ViewPoint folders: To quick-dial... Use this folder Notes A user or other extension Extensions (or the Extensions list in the Call Monitor’s Phonebook pane) A caller (call back) Call Log Places a call to the Caller ID or callback number associated with the call.
Checking a number 6-8 Chapter 6: Placing Calls in ViewPoint Placing calls using other contact managers You can place calls by using other contact managers such as Microsoft Outlook, GoldMine or FrontOffice 2000, or Interact Commerce Corporation’s Act!. For more information, see “Using the Wave TAPI Service Provider and Contact Manager Assistant” on page 1-2.
Redialing numbers and returning calls 6-9 Chapter 6: Placing Calls in ViewPoint Redialing numbers and returning calls You can quickly perform the following dialing actions in ViewPoint: • Redial the last number you dialed. Press F12 on your keyboard. • Return the last call you received. Press F11 on your keyboard. The name of the last caller and the phone number appear in the status bar at the bottom of ViewPoint window.
Creating conference calls 6-10 Chapter 6: Placing Calls in ViewPoint Adding parties to a conference Use this procedure to start and build a conference call. The call is placed on hold while you are adding new parties, but the parties already conferenced can continue to talk to each other. 1. Dial the first party and wait for an answer. 2. Click the call in the Call Monitor folder. 3. Choose Actions > Conference. The Conference dialog opens. 4.
Creating conference calls 6-11 Chapter 6: Placing Calls in ViewPoint Adding parties to a conference using drag-and-drop To drag and drop parties into a conference, you must have the Calls pane open in the Extensions or Contacts folder, or the Phonebook pane open in the Call Monitor folder. For more information, see “Adjusting the Phonebook Pane layout in the Call Monitor” on page 2-26 for instructions.
Supervising other users’ calls 6-12 Chapter 6: Placing Calls in ViewPoint 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. The other participants can continue to talk, even if you started the conference and your company is paying for the outgoing calls used to create it.
Supervising other users’ calls 6-13 Chapter 6: Placing Calls in ViewPoint • To coach, monitor, or join a call, at least one party in the call must be from the local Wave system. For example, monitoring a call between two Gateway users (a Wave user whose “home” is another node in the WaveNet network) is not supported. • Depending on your system setup, if the person you are supervising leaves the call—for example, transfers it to someone else—you are disconnected.
Using the ViewPoint Softphone 6-14 Chapter 6: Placing Calls in ViewPoint Using the ViewPoint Softphone The ViewPoint Softphone is software included with ViewPoint that appears as a new Dial Pad tab in the Call Monitor. If you have been configured to do so by your Wave administrator, you can use the ViewPoint Softphone in either of the following ways: • As your primary phone, if you do not have a physical phone.
Using the ViewPoint Softphone 6-15 Chapter 6: Placing Calls in ViewPoint In the ViewPoint Logon dialog: • • To use the ViewPoint Softphone as your primary phone, select Default station ID. To use the ViewPoint Softphone as your secondary phone, select Integrated Secondary Softphone.
Using the ViewPoint Softphone 6-16 Chapter 6: Placing Calls in ViewPoint Click to toggle between using your headset while on a call, or your microphone and speakers. Use the slider bar to adjust the call volume. Click to mute or unmute the call. Use the slider bar to adjust the volume when you are recording a call. Placing calls using the ViewPoint Softphone Important: In this version, you cannot place a call using the ViewPoint Softphone Dial Pad.
Using a remote phone 6-17 Chapter 6: Placing Calls in ViewPoint Using a remote phone A Wave mobile extension allows your remote phone to be treated as a Wave station. (A remote phone is any phone that is external to the Wave system, for example your cell phone, your home phone, or a legacy PBX phone from another phone system.
Using a remote phone 6-18 Chapter 6: Placing Calls in ViewPoint Using a remote phone without ViewPoint This section describes how to do the following: • Place calls from a remote phone. See page 6-18. • Answer and handle calls from a remote phone. See page 6-18. • Use * commands form a remote phone. See page 6-19. Placing calls from a remote phone Placing an outbound call from your remote phone after logging into Wave requires permission.
Using a remote phone 6-19 Chapter 6: Placing Calls in ViewPoint Using * commands from a remote phone The following * commands are available if you are using a mobile extension. Some * commands are only available if you are an agent in a Contact Center queue. Feature Press Description Station ID *00 Identifies the station ID assigned to your phone. Page *11 Pages all phones with speakers.
Using a remote phone 6-20 Chapter 6: Placing Calls in ViewPoint Feature Press Description Hear Queue Statistics *55 Contact Center agents: Plays current statistics for a queue. Sign In or Out of Queue *56 + queue extension # Contact Center agents: Signs you in or out of the specified queue. Monitor Call *57 + extension Lets you listen in on an active call. Neither the user nor the other parties in the call can hear you. Coach Call *58 + extension Lets you coach a user on an active call.
Using a remote phone 6-21 Chapter 6: Placing Calls in ViewPoint Feature Press Description Log Incident ** Logs a time stamp in the Wave system trace logs that may be useful when troubleshooting a problem. Softhold (Accept Call Waiting) *# Places the active call on hold and connects you to the incoming call. If you put a call on hold when you are using a mobile extension and then hang up your phone, the party on hold will be dropped.
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Chapter 7 Managing Voice Messages in ViewPoint CHAPTER CONTENTS About managing voice messages in ViewPoint. . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Listening to your voice messages and call recordings . . . . . . . . . . . . . . . . . . . . 7-4 Handling your voice messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4 Managing call recordings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About managing voice messages in ViewPoint 7-2 Chapter 7: Managing Voice Messages in ViewPoint The Messages folder The Messages folder is your complete voice mailbox. It contains your Inbox, Saved, and Deleted folders, which hold your voice messages as well as any call recordings sent to your mailbox. New messages appear in the Inbox folder. Use the audio controls above the status bar to play your voice messages.
About managing voice messages in ViewPoint 7-3 Chapter 7: Managing Voice Messages in ViewPoint Messages folders You can store your voice messages in multiple folders. The Messages folder contains three predefined folders: • Inbox folder. New voice messages appear here. After you listen to them, they remain here unless you move or delete them. • Saved folder. Saved messages appear here. When you save a message by using the phone commands, it moves to the Saved folder. • Deleted folder.
Listening to your voice messages and call recordings 7-4 Chapter 7: Managing Voice Messages in ViewPoint Managing thousands of voice messages or call recordings If you need to manage thousands or millions of messages or call recordings, you should have your Wave system administrator set up automatic archiving, or manually archive your messages.
Handling your voice messages 7-5 Chapter 7: Managing Voice Messages in ViewPoint • Open the contact record of the contact who left the message. See page 7-7. • Call back the person who left you the message. See page 7-6. • Associate a message with a contact so the caller is recognized. See page 7-8. • Delete a voice message. See page 7-7. • Mark an existing message Private, Unheard, or Urgent. See page 7-8. • Add notes to an existing message. See page 7-9.
Handling your voice messages 7-6 Chapter 7: Managing Voice Messages in ViewPoint Replying to a voice message Replying to a voice message lets you send a recorded reply directly to the voicemail of the user who sent you the message. You can send the reply to other users as well. Select the message and choose Actions > Reply. Then perform steps 3-5 of “To forward a voice message” in the previous section. You can reply in this way only to a message left by another Wave user.
Handling your voice messages 7-7 Chapter 7: Managing Voice Messages in ViewPoint E-mailing a voice message You can e-mail a voice message as a WAV or MP3 file attachment to someone who is outside the Wave system. To e-mail a voice message, you must have an e-mail reader that supports MAPI installed on your computer, such as Microsoft Outlook or Eudora Pro. To e-mail a voice message 1. Select the message you want to send by e-mail. 2.
Handling your voice messages 7-8 Chapter 7: Managing Voice Messages in ViewPoint Deleting a voice message permanently 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. See “Managing the Deleted folder” on page 2-33.
Handling your voice messages 7-9 Chapter 7: Managing Voice Messages in ViewPoint Adding notes to a voice message To add written notes to a voice message, click the message and type your notes in the Notes Pane at the bottom of the Messages folder. Notes that you enter during a recorded call are automatically saved with the recording in your Inbox. Any notes on a message accompany that message when it is forwarded to another user.
Managing call recordings 7-10 Chapter 7: Managing Voice Messages in ViewPoint Managing call recordings The following types of call recordings can appear in your Inbox: • Recordings that you made yourself using the Call Monitor (see “Recording a call” on page 5-13). • Recordings made automatically by the system. Usually such recordings are sent to the voice mailbox of a Wave system administrator or Contact Center queue supervisor.
Managing your voicemail maximums 7-11 Chapter 7: Managing Voice Messages in ViewPoint To set the maximum length for voice messages 1. Choose Tools > Options. The Options dialog opens. 2. Click the Voice Messages tab. 3. In the Maximum message length field, enter the maximum voice message length in seconds. 4. Click OK. Wave ViewPoint User Guide Release 3.
Sending a message directly to a user’s voicemail 7-12 Chapter 7: Managing Voice Messages in ViewPoint 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 Wave 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.
Knowing when you have new voice messages 7-13 Chapter 7: Managing Voice Messages in ViewPoint Knowing when you have new voice messages New voice messages appear in the Inbox folder soon after they are left.
Knowing when you have new voice messages 7-14 Chapter 7: Managing Voice Messages in ViewPoint E-mail, pager, and call notifications Wave can alert you by e-mail, page, or phone call whenever you receive a new voice message. This feature is handy if you are working at a remote location without ViewPoint. You can then call your office and hear your messages. Your Wave system administrator can set up e-mail, pager, and call notification for you.
Knowing when you have new voice messages 7-15 Chapter 7: Managing Voice Messages in ViewPoint To set up voice mail notification 1. Choose Tools > Options. The Options dialog opens. 2. Click the Voice Messages \ E-Mail Notification tab. 3. Select one of the following notification options on the drop-down list: • Do not send e-mail notifications. You do not receive e-mail notification of new voice messages. • Send e-mail for all messages.
Knowing when you have new voice messages 5. 7-16 Chapter 7: Managing Voice Messages in ViewPoint To instruct Wave whether to attach the voice message to the e-mail as a WAV file, select one of the following options on the drop-down list: • Do not attach voice message. Messages are not attached to the e-mail. • Attach voice message. Messages are attached to the e-mail and also appear in the Inbox folder marked as new (Unheard). • Attach voice message and mark as heard.
Knowing when you have new voice messages 3. 7-17 Chapter 7: Managing Voice Messages in ViewPoint Select one of the following notification options on the drop-down list: • Do not send pager notifications. You do not receive pager notification of new voice messages. • Send a page for all messages. You receive a page whenever you receive a new voice message. • Send a page for Urgent messages only. You receive a page whenever you receive a voice message marked Urgent. 4.
Knowing when you have new voice messages 7-18 Chapter 7: Managing Voice Messages in ViewPoint Setting up call notifications Wave places notification calls to the number of your choice. The notification call says, “ has a new voice message from . Press # to hear your message.” By pressing #, you can log onto the account and hear the new message, and even press 4 3 to call the person back.
Knowing when you have new voice messages 3. 7-19 Chapter 7: Managing Voice Messages in ViewPoint Select one of the following notification options from the drop-down list: • Do not place call notifications. Calls are not placed for new voice messages. • Place call for all messages. A call is placed whenever a new voice message arrives. • Place call for urgent messages only. A call is placed whenever a voice message marked urgent arrives. 4.
Knowing when you have new voice messages 7-20 Chapter 7: Managing Voice Messages in ViewPoint 3. Click Schedule. The Schedule Notifications dialog opens. 4. Click Only send a notification during the following times, and then click Add. The During Dates and Times Wizard dialog opens. Wave ViewPoint User Guide Release 3.
Knowing when you have new voice messages 5. 7-21 Chapter 7: Managing Voice Messages in ViewPoint To base the notification times on your system’s business hours, click one of the options in the top group. Click the link to view your system’s schedule for business hours and holidays. After making your selection, click Finish. To base notification times on another schedule, click During custom hours, then click Next. See the next section, “Specifying custom hours.
Knowing when you have new voice messages 7-22 Chapter 7: Managing Voice Messages in ViewPoint To have the notification activate on a daily or weekly basis 2. On the Weekly tab, check the days on which you the call rule to activate. The notification will activate every week on that day during the times specified. 3. To edit the active hours for a day, click the button for that day. You can also type in the hours using hyphens for a range and commas to separate multiple ranges.
Managing voicemail greetings 7-23 Chapter 7: Managing Voice Messages in ViewPoint 8. Click Add to add that date, with its selected hours, to the Dates and Times list. 9. Repeat steps 6 through 8 to add other dates to the Dates and Times list, if needed. The notification will activate on each date/time specified in the Dates and Times list. 10. To remove a date from the Dates and Times list, click it and click Remove. 11. Click Finish when done.
Managing voicemail greetings 7-24 Chapter 7: Managing Voice Messages in ViewPoint The Greetings folder The Greetings folder lets you view and manage your greetings. To open the Greetings folder, click Configuration in the navigation bar, and then click Greetings. 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.
Managing voicemail greetings 7-25 Chapter 7: Managing Voice Messages in ViewPoint The personal status default greeting This icon identifies the personal status greeting. The personal status default greeting is used by all personal statuses unless a specific personal status is configured to use a different greeting. (See “Modifying a personal status” on page 3-8.) Note that this column is called Is Default in the Show Columns dialog.
Managing voicemail greetings 7-26 Chapter 7: Managing Voice Messages in ViewPoint Recording a new greeting To record a new greeting 1. Choose File > New > Greeting. The Greeting dialog opens. 2. Enter a Name for the greeting. 3. Record the greeting by using the audio controls. See “Using the audio controls” on page 2-36. 4. In the Recording audio script field, enter the greeting description, typically the text of the recorded greeting. 5.
Synchronizing Wave voice messages and contacts with your e-mail program 7-27 Chapter 7: Managing Voice Messages in ViewPoint 6. Select the Default personal status greeting checkbox to make this greeting the default greeting used by all personal statuses unless a specific personal status is configured to use a different greeting. 7. Click OK. To rerecord or edit an existing greeting, double-click the greeting in the Greetings folder and edit the greeting by using the audio controls.
Synchronizing Wave voice messages and contacts with your e-mail program 7-28 Chapter 7: Managing Voice Messages in ViewPoint How voice message synchronization works This section describes the following: • How voice message folders are used. See page 7-28. • How you can listen to and act on synchronized voice messages. See page 7-29. • About potential conflicts between Wave Mail and Exchange or Outlook rules. See page 7-29.
Synchronizing Wave voice messages and contacts with your e-mail program 7-29 Chapter 7: Managing Voice Messages in ViewPoint • If you move a message to any other folder on the Exchange side, Wave Mail permanently deletes the message on the Wave side. • If you rename the Wave Saved Messages folder, Wave Mail continue to use it with the new name.
Synchronizing Wave voice messages and contacts with your e-mail program 7-30 Chapter 7: Managing Voice Messages in ViewPoint 3. Add an action that if the rule identifies an incoming voice message delivered by Wave Mail, stop processing all other rules. For example, an Outlook rule might look like this: How contact synchronization works After you enable Wave Mail according to the steps in this section, all of your existing Wave contacts and your e-mail contacts are compared.
Synchronizing Wave voice messages and contacts with your e-mail program 7-31 Chapter 7: Managing Voice Messages in ViewPoint Configuring your Wave Mail mailbox in ViewPoint Important: Before you can begin synchronizing your voice messages and contacts between Wave and your e-mail program, your Wave system administrator must assign you the appropriate permission and configure your user account to use the feature. (If the settings described below are disabled, this has not yet occurred.
Synchronizing Wave voice messages and contacts with your e-mail program 7-32 Chapter 7: Managing Voice Messages in ViewPoint 4. Select the name of your Exchange Mail server from the drop-down list. 5. Enter the Account name of your e-mail provider. 6. Enter the Password for your e-mail provider’s account. 7. Select one of the following Contact conflict priority settings. This setting determines which contact takes precedence if similar contacts exist in Wave and your e-mail program.
Chapter 8 Using the Call Log Folder CHAPTER CONTENTS The Call Log folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 Taking notes on a Call Log entry. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6 Sending an e-mail message about a Call Log entry . . . . . . . . . . . . . . . . . . . . . . 8-6 Associating a call from “Unknown” with a contact . . . . . . . . . . . . . . . . . . . . . . . .
The Call Log folder 8-2 Chapter 8: Using the Call Log Folder To open the Call Log folder, click its entry in the navigation bar. Call Log folder filters The Call Log folder toolbar contains the following drop-down lists that enable you to view only the calls you want. Use either or both of the following: • Time filter. View the most recent calls according to the time frame you select.
The Call Log folder 8-3 Chapter 8: Using the Call Log Folder Call Log folder columns Press F1 to see a description of the columns available in the Call Log. Many columns are hidden by default. You can view more information for a call in the following ways: • Double-click a call to view it in the Call Details dialog, in which more columns are displayed. See the next section. • Add more columns to the Call Log folder itself. See “Customizing columns” on page 12-20.
The Call Log folder 8-4 Chapter 8: Using the Call Log Folder Call Details Columns Column Description Indicates the incoming and outgoing components of the call, respectively. Name Name of the parties in the call. On incoming calls, “Unknown” appears unless the user identified the caller as a contact. On outgoing calls, the user’s name appears. Start Time Date and time that each party began participating in the call. End Time Date and time that each party left the call.
The Call Log folder 8-5 Chapter 8: Using the Call Log Folder Call Details Columns (continued) 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.
Taking notes on a Call Log entry 8-6 Chapter 8: Using the Call Log Folder Call Details Columns (continued) Column Description A call result of “Blind transfer” or “Supervised transfer” is displayed in a user’s Call Log only if the calling user performs the transfer, not the called user. For example: If user A calls user B, and then user A transfers the call to user C, user A’s Call Log displays a “Transfer” result for the call.
Associating a call from “Unknown” with a contact 8-7 Chapter 8: Using the Call Log Folder Associating a call from “Unknown” with a contact When a Call Log entry appears from “Unknown,” it means that Wave was unable to identify the caller as a Wave contact or user. You can associate the call with a contact, so that the correct name displays and Wave identifies the contact on subsequent calls from that phone.
Entering an account code for a Call Log entry 8-8 Chapter 8: Using the Call Log Folder 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. You must have permission to view and edit the Call Log to enter or change account codes. To enter an account code for a Call Log entry 1. Select the call, and then choose Actions > Enter Account Code. 2. Enter an account code. You can enter numbers, letters, or other characters.
Reporting on the Call Log 8-9 Chapter 8: Using the Call Log Folder Reporting on the Call Log If you want to create reports based on the contents of your Call Log, you can run the Wave Contact Center Reporter by choosing Tools > Reports. In order to use the Contact Center Reporter, you must have permission to do so and it must be licensed on your system. For help about a particular report, click Help on the Contact Center Reporter toolbar in Excel, or choose Help in the Contact Center Reporter dialog.
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Chapter 9 Call Forwarding and Routing Lists CHAPTER CONTENTS About call forwarding and routing lists. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 Forwarding calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2 Using routing lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Forwarding calls 9-2 Chapter 9: Call Forwarding and Routing Lists Forwarding calls To turn call forwarding on: 1. Choose Tools > Call Forwarding. The Call Forwarding dialog opens. 2. Do one of the following: 3. • Click On: (enter or select a number below) to forward your calls to a specific number. • Click On: Softphone to forward your calls to your softphone. (This option is only available if you selected Integrated Secondary Softphone when you logged on to ViewPoint.
Forwarding calls 9-3 Chapter 9: Call Forwarding and Routing Lists 4. • To create a new contact, click to open a new Contact dialog. To edit the currently selected contact, press Alt and click . See “Entering a new contact” on page 10-5 for more information. • To forward your calls to one of your own phone numbers, such as your home or mobile phone, click My Numbers and select it on the list. To edit your My Numbers list, click . See “Entering My Numbers” on page 6-5.
Forwarding calls 9-4 Chapter 9: Call Forwarding and Routing Lists You can set any of the following options: • Prompt recipient to accept or decline call. If checked, when you pick up the phone at an external number, Wave announces the caller (“Call from”) and intended recipient (“Call for ”) and asks you to accept or decline the call. Unaccepted calls proceed to the next action in your routing list, usually your voicemail.
Using routing lists 9-5 Chapter 9: Call Forwarding and Routing Lists Turning forwarding on and off via the FWD button When your calls are forwarded, the FWD button in the status bar appears with an active forwarding icon . Click the button to open the Call Forwarding dialog to turn call forwarding on or off or make other changes. Click the down arrow on the FWD button to turn call forwarding off, or choose a different forwarding number.
Using routing lists 9-6 Chapter 9: Call Forwarding and Routing Lists Keeping calls from “sticking” at voicemail in a series of external numbers If you have a routing list that tries to reach you at a series of external numbers, you don’t want calls at an unanswered step to be “answered” by voicemail there. To avoid this, make sure that Prompt recipient to accept or decline call is checked for each routing list step.
Using routing lists 9-7 Chapter 9: Call Forwarding and Routing Lists The Routing Lists folder The Routing Lists folder lets you view and manage your routing lists. Wave ViewPoint User Guide Release 3.
Using routing lists 9-8 Chapter 9: Call Forwarding and Routing Lists The default routing list This icon identifies the default personal status routing. The default personal status routing list is used by all personal statuses unless a specific personal status is configured to use a different routing list. (See “Modifying a personal status” on page 3-8.) Note that this column is called Is Default in the Show Columns dialog.
Using routing lists 9-9 Chapter 9: Call Forwarding and Routing Lists Using the Routing List Wizard vs. the Routing List Editor When you create a new routing list, Wave offers two ways of proceeding: • Routing List Wizard. For new users. The Wizard provides a simple interface to guide you through the creation process. • Routing List Editor. For advanced users. The editor gives you access to the full range of routing list editing options. Wave ViewPoint User Guide Release 3.
Using routing lists 9-10 Chapter 9: Call Forwarding and Routing Lists Setting a default routing list method To skip the Welcome to the Routing List Wizard dialog when creating subsequent routing lists, select the Do not prompt me again checkbox. Whichever choice you made will automatically recur for subsequent routing lists.
Using routing lists 9-11 Chapter 9: Call Forwarding and Routing Lists Creating a routing list using the Routing List Editor To create a routing list using the Editor 1. Choose File > New > Routing List. If prompted to choose between the Wizard and the Editor, choose Routing List Editor. The Routing List dialog opens. The Actions tab shows the actions of your routing list in the order that they will be performed. You can reorder the actions by dragging-and-dropping or clicking the arrow buttons. 2.
Using routing lists 9-12 Chapter 9: Call Forwarding and Routing Lists 4. Click New Action to add a routing list action. The Edit Routing List Action dialog opens. 5. From the drop-down list, choose one of the following actions. The other elements in the dialog change depending on your selection. • Call Preferred Location. This action sends calls to your Preferred Location phone, which is your station unless you have changed it (see “Call Forwarding and Routing Lists” on page 9-1).
Using routing lists 9-13 Chapter 9: Call Forwarding and Routing Lists Note: Calls routed to another extension do not follow call forwarding or routing lists in effect at that extension. To send calls to another extension so that they follow that extension’s forwarding or routing list, use a final routing list action of Transfer To extension. You cannot route calls to an auto attendant or call center queue as a routing list action, but you can do so by using a final action of Transfer To extension.
Using routing lists 9-14 Chapter 9: Call Forwarding and Routing Lists 6. Click the Advanced tab to set additional options relating to the chosen action. See the next section, “Using the Advanced tab.” 7. Click OK to add this action to your routing list. The Routing List Action dialog closes, and the new action appears on the Actions tab of the Routing List dialog.
Using routing lists 9-15 Chapter 9: Call Forwarding and Routing Lists • Prompt recipient for password. The person who answers the phone hears, “Call for . Please connect me.” To be connected to the caller, you must enter your Wave password. Using this option ensures that only you can receive your calls at the external phone number. Note: This option is available only if you have recorded a voice title. See “Recording your voice title” on page 12-4 for more information.
Using routing lists 9-16 Chapter 9: Call Forwarding and Routing Lists To specify a final action, make the following choices • Play Greeting. Check to play a greeting before the final action, then choose the greeting from the drop-down list. For information about the System hold greeting, see the Pause and repeat final action in the following list. Important: Under most circumstances you should select this check box and select Active as the greeting.
Using routing lists 9-17 Chapter 9: Call Forwarding and Routing Lists Final Action Description Pause and repeat. The caller holds for the number of seconds you define in the Pause duration field, and then begins the routing list again. During the pause, callers can press 0 for the operator or 1 to leave a voice message. The greeting you choose can mention these options. The special prerecorded greeting called the System Hold Greeting says, “The person you are calling is unavailable.
Using routing lists 9-18 Chapter 9: Call Forwarding and Routing Lists Note: If while you are on the phone you receive an incoming call on an available line appearance (for example, with call waiting or on a digital phone with multiple primary line appearances), the call goes to the “Final action if the station is busy” after the ring duration expires for your phone. Routing calls to groups A routing list action can send a call to Group by using the action Call Group.
Using routing lists 9-19 Chapter 9: Call Forwarding and Routing Lists 5. Under Method, choose one of the following ways to ring the Group’s phones: • Sequentially from the top down. The call tries each user or contact in the Group in order until it is answered, starting with the first. • Individually in a round robin. The call tries each user or contact in the Group in order until it is answered, starting with the next member in line after the one who answered the preceding call. • Simultaneously.
Using routing lists 9-20 Chapter 9: Call Forwarding and Routing Lists Using greetings with routing list final actions For most routing lists, you should check Play greeting before the final action and select Active. This ensures that callers who reach the routing list’s final action (for example, your voicemail) hear a greeting. It also allows the greeting to change based on your other settings. For example, you can use a call rule to play a different greeting when your friend Jim calls (see Chapter 11).
Chapter 10 Managing Contacts and Groups CHAPTER CONTENTS About contact management and Wave . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1 The Contacts folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Managing contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-5 Teaching Wave to recognize your contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . .
The Contacts folder 10-2 Chapter 10: Managing Contacts and Groups The Contacts folder To open the Contacts folder, click its icon in the navigation bar. Searching the Contacts folder To find someone quickly, you can type their first or last name (fully or partially) in the Search field. The 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.
The Contacts folder 10-3 Chapter 10: Managing Contacts and Groups Public contacts contained in the Public\Contacts folder and can also be accessed via the Phonebook pane's Contacts tab, and by choosing Actions > Place Call. To enter or edit a public contact, you must have public contact editing permissions. If you do not have those permissions, you can view and place a call to public contacts, but you cannot edit them.
The Contacts folder 10-4 Chapter 10: Managing Contacts and Groups Showing, hiding, and reordering Contacts folder tabs To show or hide individual tabs, as well as choose their order 1. In the Contacts folder, choose View > Show Tabs. (You can also right-click anywhere in the the Contacts pane and then choose Show Tabs.) 2. Select a tab name and click Add or Remove to set up the Show these tabs in this order list. Use the up and down arrow buttons to arrange the order of tabs in the list. 3.
Managing contacts 10-5 Chapter 10: Managing Contacts and Groups Managing contacts You can manage your contacts using Wave ViewPoint, or you can use another contact manager application or customer relationship management program with Wave if you prefer. You can also import contacts from other contact managers into Wave. See “Importing contacts from other contact managers into Wave” on page 10-16.
Managing contacts 10-6 Chapter 10: Managing Contacts and Groups Entering a contact's name and basic information 1. Choose File > New > Contact. The Contact dialog opens to the General tab. 2. If you have permission to create public contacts, select which folder to create the contact in, using the Create new contact in folder drop-down list. If you have permission to create public contacts, you can make this contact a public contact by choosing Contacts (Public).
Managing contacts 5. 10-7 Chapter 10: Managing Contacts and Groups In the Preferred telephone prompts drop-down list, select the language that you want Wave 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, double-click the appropriate line in the Phone Numbers and addresses list. The related Address dialog opens.
Teaching Wave to recognize your contacts 10-8 Chapter 10: Managing Contacts and Groups 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, click the Caller Identification tab. 3. Record the Voice Title by using the audio controls. See “Using the audio controls” on page 2-36 for instructions. 4. Click OK.
Teaching Wave to recognize your contacts 10-9 Chapter 10: Managing Contacts and Groups • Their names appear in the Call Log and Messages folders, so that you can easily see contacts in your phone record and quickly call them back. • You can hear your contact's name announced over your phone or PC speakers—without forcing your callers to say their name every time they call—by saving a recorded voice title with the contact.
Teaching Wave to recognize your contacts 10-10 Chapter 10: Managing Contacts and Groups To view a contact's Incoming Caller ID list, select the contact in the Contact’s folder, choose File > Open, and then click the Caller Identification tab. To guarantee that Wave 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 10-14 for more information.
Teaching Wave to recognize your contacts 10-11 Chapter 10: Managing Contacts and Groups Deleting a number from the Incoming Caller ID list If Wave wrongly identifies a contact as the caller, it is likely that the Incoming Caller ID list for that contact includes an incorrect phone number. You can prevent further misidentification by deleting the phone number from the list. To delete a number from the Incoming Caller ID list 1. Double-click the contact from whom you want to delete a phone number.
Teaching Wave to recognize your contacts 10-12 Chapter 10: Managing Contacts and Groups You can teach Wave 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. Note: You cannot associate a phone number or Caller ID text with a public contact unless you have permissions to edit public contacts.
Teaching Wave to recognize your contacts 3. 10-13 Chapter 10: Managing Contacts and Groups To associate this call with a contact, select the Associate the following contact with this call checkbox. Then, identify the contact to associate with the call in any of the following ways: 4. • Type all or part of the contact’s first, last or company name in the Search field and then click . • Scroll to the contact in the list, and then select it. • Create a new contact directly from this dialog.
Teaching Wave to recognize your contacts 10-14 Chapter 10: Managing Contacts and Groups Understanding name and number on Caller ID When you receive a call, Wave receives two pieces of information about where the call originated: the phone number and the Caller ID name. You can associate either of these items with a contact.
Opening contacts from within other folders 10-15 Chapter 10: Managing Contacts and Groups To enter a contact PIN 1. In the Contacts folder, double-click the contact for whom you want to create a contact PIN. The Contact dialog opens. 2. Click the Caller Identification tab. 3. Under Contact PIN, enter the number that you intend to give to this contact. If the contact PIN you entered conflicts with one already created, Wave prompts you to enter a different number. 4. Click OK.
Using contacts maintained in another contact manager 10-16 Chapter 10: Managing Contacts and Groups You can also install the Wave Contact Manager Assistant (CMA) and receive screen-pops showing the name, the Caller ID, and the time of day of the call. Act! users can receive screen-pops without installing the CMA. You do not need to have the Wave ViewPoint installed to use the TAPI Service Provider or the CMA.
Using ViewPoint Groups 10-17 Chapter 10: Managing Contacts and Groups Importing contacts into Wave You can import contacts into Wave: • From a CSV file generated via Wave • From a CSV file generated from another contact manager such as Microsoft Outlook For details, see “Importing and exporting Wave items” on page 2-37. Using ViewPoint Groups A ViewPoint Group is a group of related extensions or contacts. (Extensions in Wave include users, Contact Center queues, and auto attendants.
Using ViewPoint Groups 10-18 Chapter 10: Managing Contacts and Groups Personal and public Groups Generally, the Groups you will create in Wave are personal Groups. Only you can see the personal Groups that you create—they do not appear in other users’ ViewPoints. Public Groups, which are accessible to all Wave users who have permission to see them, can only be created by your Wave system administrator or a ViewPoint user with permission to do so.
Using ViewPoint Groups 10-19 Chapter 10: Managing Contacts and Groups Creating a Group To create a new Group 1. Choose File > New > Group. The Group dialog opens. 2. Enter a Name for the Group and any Notes to describe the Group. 3. Add one or more members to the Group. To do so, select the category in the Show drop-down list, select the item from the Available list (or Ctrl+click to select multiple items), and then click Add. You can also drag and drop an item from one list to the other.
Using ViewPoint Groups 10-20 Chapter 10: Managing Contacts and Groups Note: Contact Center queue and auto attendant extensions in a Group are not processed by a routing list the same way that user extensions and contacts are processed. If a routing list step calls a Group and the next member in the Group is a queue or auto attendant, processing stops and the call is sent to the voice mailbox of the current step.
Chapter 11 Using Call Rules CHAPTER CONTENTS About call rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1 The Call Rules dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3 Creating a new call rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4 Quickly creating call rules for contacts or groups . . . . . . . . . . . . . . . . . . . . . .
About call rules 11-2 Chapter 11: Using Call Rules Distinguishing which incoming calls activate the call rule You can distinguish which incoming calls are handled by a call rule by using one or both of the following conditions: • People or Group condition. The rule activates depending on who is calling. In addition to having call rules for individual callers, you can have call rules that apply to all internal callers, all external callers, unidentified callers, or any member of a Group.
The Call Rules dialog 11-3 Chapter 11: Using Call Rules Examples of how you can use call rules • Calls from your “Prospects” Group can follow a routing list that tries you at several locations in the office during business hours. • During your lunch hour, you can have a special “At lunch” greeting that plays to callers before sending them to voicemail. • You can have the privacy of Do Not Disturb activate automatically every day at 6:00 pm, but only for internal callers.
Creating a new call rule 11-4 Chapter 11: Using Call Rules Enabling and disabling a call rule To disable a call rule, select it in the top pane and click Disable. Disabled call rules are not used. To enable it again, click Enable. Organizing the priority of call rules Call rules are listed in the top pane in order of priority, with the highest-priority call rule on top. To change a call rule’s priority, select it and move it in the list by clicking Move Up or Move Down.
Creating a new call rule 2. 11-5 Chapter 11: Using Call Rules Check either or both of the following options: • From people or Group. Check to have the call rule trigger on calls from certain individuals, groups, or categories of calls. Click people or Group in the bottom pane to select which people trigger the rule. See “Specifying people that trigger a call rule” on page 11-6 for instructions. • During dates and times.
Creating a new call rule 11-6 Chapter 11: Using Call Rules 5. Click Next. The Finish page of the Call Rule Wizard opens. 6. Enter a name for the call rule. Use the bottom pane to edit elements of to the call rule if needed. 7. When the call rule is complete, click Finish. Specifying people that trigger a call rule If you select the From people or Group checkbox on the Condition page of the Call Rule Wizard, click people or Group in the bottom pane to specify which callers trigger the call rule.
Creating a new call rule 11-7 Chapter 11: Using Call Rules From the This call rule will apply to drop-down list, choose one of the following options: • The selected contact/user/Group. Click an item in the list. Type the beginning of the name in the Search field to narrow the search. The call rule triggers on all calls from the selected contact, user, or Group member. • All internal callers. The call rule triggers on all calls from within the Wave system. • All external callers.
Creating a new call rule 11-8 Chapter 11: Using Call Rules To base the call rule’s activation on your system’s business hours, click one of the options in the top group. Click the link to view your system’s schedule for business hours and holidays. After making your selection, click Finish. To activate the call rule according to another schedule, click During custom hours, then click Next. See the next section, “Specifying custom hours.
Creating a new call rule 11-9 Chapter 11: Using Call Rules To have the call rule activate on one or more individual dates 1. Click the On a Specific Date and Time tab. 2. Enter a Date on which the call rule will be active. 3. To edit the active hours for that date, click . You can also type in the hours using hyphens for a range and commas to separate multiple ranges. For example: 9:00 AM 12:00 PM, 1:00 PM - 5:00 PM. 4.
Quickly creating call rules for contacts or groups 11-10 Chapter 11: Using Call Rules Quickly creating call rules for contacts or groups To quickly create a call rule that triggers on calls from a contact or a member of a Group, do the following: 1. Select the contact or Group in the appropriate ViewPoint folder. 2. Choose Actions > Create Call Rule. The Call Rule Wizard opens with that contact or Group already entered. See “Creating a new call rule” on page 11-4 for further instructions.
Call rule priority 11-11 Chapter 11: Using Call Rules How Wave resolves call rule conflicts When a call is subject to multiple call rules, the actions taken (greeting, routing list, etc.) are determined by the highest call rule in the list for which an action is selected. If the highest rule sets an action, that action is used. But if it has an unselected action, while a lower rule sets that action, the action from the lower rule is used.
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Chapter 12 Customizing ViewPoint CHAPTER CONTENTS About customizing ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1 Customizing phone behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-3 Configuring the ViewPoint Softphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-10 Customizing incoming call behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About customizing ViewPoint 12-2 Chapter 12: Customizing ViewPoint Use the following table to locate instructions for the fields in the Options dialog. Tab Field See...
Customizing phone behavior Tab 12-3 Chapter 12: Customizing ViewPoint Field See...
Customizing phone behavior 12-4 Chapter 12: Customizing ViewPoint Recording your voice title A voice title is a short recording of just your name that Wave fits into its own recorded prompts. Note: You have a limited amount of space for your voice title, your contacts’ voice titles, your greetings, and recorded conversations. Your Wave administrator can tell you how much space you have been allocated and how much you have used. To record a voice title in ViewPoint 1. Choose Tools > Options.
Customizing phone behavior 12-5 Chapter 12: Customizing ViewPoint Changing the language of phone command prompts Wave can play the phone command prompts in any language that has been installed with Wave. Whenever you log on or press Flash (on an analog phone), the prompts are played in the language you choose. To change the phone commands language 1. Choose Tools > Options. When the Options dialog opens, click the Personal tab. 2.
Customizing phone behavior 12-6 Chapter 12: Customizing ViewPoint Customizing or turning off call waiting With call waiting turned off, incoming calls that arrive while you are on the phone go directly to your voicemail. Even if call waiting is turned off, you can still easily intercept an incoming call visually in your Call Monitor folder. See Chapter 5 for more information. Note: Call Waiting can only be customized if your phone supports it. To customize call waiting or turn it off 1.
Customizing phone behavior 12-7 Chapter 12: Customizing ViewPoint Changing your personal operator A caller can always press 0 after reaching your voice mail or when listening to your routing list prompts. By default, 0 transfers the caller to your system Operator, but you can transfer them to any other extension, for example, your company’s auto attendant. To change the extension to which callers transfer when they press 0 1. Choose Tools > Options. When the Options dialog opens, click the Personal tab.
Customizing phone behavior 12-8 Chapter 12: Customizing ViewPoint Customizing your listing in the dial-by-name directory The dial-by-name directory lets callers dial a user by entering the first few letters of the user’s name. Callers who know your name but not your extension can find you quickly via the dial-by-name directory. You can remove your name from the dial-by-name directory if you want only callers who know your extension to call you.
Customizing phone behavior 3. 12-9 Chapter 12: Customizing ViewPoint If you choose to be listed in the dial-by-name directory, you can select the Play extension to the caller checkbox to have Wave read your extension to callers who find you via the dial-by-name directory. Callers hear “Transferring to at extension .” If not selected, callers who find you by using the dial-by-name directory hear only “Transferring to .” 4. Click OK.
Configuring the ViewPoint Softphone 2. 12-10 Chapter 12: Customizing ViewPoint In Default ring duration: ___ seconds, enter the number of seconds your phone will ring before a call proceeds to the next action on your routing list (by default your voice mail). (The ring duration you enter here can be overridden by the ring duration specified in a personal status or routing list.) Note: By default the minimum ring duration is 5 seconds and the maximum is 120 seconds.
Configuring the ViewPoint Softphone 12-11 Chapter 12: Customizing ViewPoint To configure the ViewPoint Softphone 1. Choose Tools > Options. When the Options dialog opens, click the Phone \ Softphone tab. 2. In the Headset settings section, enter the following information that applies to the headset that you use with the ViewPoint Softphone. • • Playback Device. Select the entry for your playback device from the drop-down list. Capture Device.
Configuring the ViewPoint Softphone 3. 12-12 Chapter 12: Customizing ViewPoint In the Speaker phone settings section, enter the following information that applies to the computer speakers and microphone that you use with the ViewPoint Softphone. • • Playback Device. Select the entry for your playback device from the drop-down list. Capture Device. Select the entry for your voice capture device from the drop-down list. • Acoustic echo cancellation.
Customizing incoming call behavior 12-13 Chapter 12: Customizing ViewPoint Customizing incoming call behavior You can specify the call alert behavior to occur when you receive an incoming call. If you have Call Monitor tabs other than “My Phone,” you can set call alerts separately for each tab-category of calls (see “Call Monitor folder tabs” on page 5-3). For example, you can have the ViewPoint title bar flash only on calls for your colleague whose Call Monitor you are sharing. To set call alerts 1.
Customizing incoming call behavior 2. 12-14 Chapter 12: Customizing ViewPoint Select one or more of the following options for all incoming calls: • Display a pop-up notification window. Opens a pop-up window opens displaying the callers’s name. • Play the caller’s name over the speakers. Announces the caller's name over your computer speakers if the recording is available. Wave users and identified contacts are announced if they have voice titles already recorded. • Flash the title bar.
Customizing voice message behavior 12-15 Chapter 12: Customizing ViewPoint Customizing voice message behavior You can customize the following voice message behaviors. Setting voice messages playback order This is the order in which Wave plays back voice messages when you are listening to your voice messages using the phone commands, for example “Unheard (oldest to newest), Heard (oldest to newest)”. To set voice message playback order 1. Choose Tools > Options.
Customizing voice message behavior 12-16 Chapter 12: Customizing ViewPoint Playing a sound when a new message arrives You can play a sound over your computer ‘speakers whenever a new voice message arrives for you. 1. Choose Tools > Options. When the Options dialog opens, click the Voice Messages tab. 2. Check Play a sound when a new message arrives. 3. Click OK. Note: The sound file played is Chord.wav, located in the Wave ViewPoint directory (by default C:\Program Files\Wave\Client).
Customizing ViewPoint for operators 12-17 Chapter 12: Customizing ViewPoint Customizing ViewPoint for operators If you are an Operator user, you can use the following options to make your tasks easier and faster: • Transfer calls by dragging-and-dropping to the Phonebook pane. If you display the Phonebook pane in the Call Monitor folder, you can transfer a call by dragging it from the Call Monitor to a contact or an extension. This action performs a blind transfer.
Customizing the ViewPoint display 12-18 Chapter 12: Customizing ViewPoint Changing ViewPoint’s language You can change the language of the ViewPoint user interface. To do so: 1. Choose Tools > Options. When the Options dialog opens, click the ViewPoint tab. 2. Select the desired language from the Language drop-down list. 3. Click OK. You must restart ViewPoint for the change to take effect. Wave ViewPoint User Guide Release 3.
Customizing the ViewPoint display 12-19 Chapter 12: Customizing ViewPoint 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 set double-click behavior 1. Choose Tools > Options. When the Options dialog opens, click the ViewPoint tab. 2. Under Double clicking contacts behavior, select one of the following behaviors: • Edit the contact.
Customizing the ViewPoint display 12-20 Chapter 12: Customizing ViewPoint Customizing columns You can choose to show or hide columns in a folder. You can also customize columns in a folder by moving, resizing, and sorting them. The changes you make to columns in a folder are saved when you exit ViewPoint. Showing and hiding columns For each folder in ViewPoint, you can choose the columns that you want to see in the folder. Some folders do not show all the available columns by default.
Other customization options 12-21 Chapter 12: Customizing ViewPoint Moving columns To move a column, click its header and then drag and drop it to a new location. You can also move columns by using the Show Columns dialog (see the previous section). Resizing columns You can change column widths by dragging the sides of the column headers. Sorting by column Click a column header to sort the items in a folder by the information in that column. Click the column header again to sort in the reverse order.
Other customization options 12-22 Chapter 12: Customizing ViewPoint Feature Description See page Displaying the Call Monitor folder automatically Bring ViewPoint to the front with the Call Monitor showing when you place calls from ViewPoint. 5-6 Setting e-mail and pager notification Receive an e-mail message or a page whenever you have new voice messages. 7-14 Setting deletion options Choose how voice messages are permanently deleted from the Deleted folder.
Chapter 13 Running Contact Center Reports CHAPTER CONTENTS About the Contact Center Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1 Running a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3 Setting Reporter options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-6 Using Excel tabs to view report results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About the Contact Center Reporter 13-2 Chapter 13: Running Contact Center Reports Note the following: • You cannot run reports on time periods for which you have archived the Call Log. Archiving removes information from the Wave database and makes it unavailable for reports. • If you are running the Contact Center Reporter on a computer other than the Wave Server, make sure that the clocks on the two computers are synchronized. All report times and dates are based on the clock of the local PC.
Running a report 13-3 Chapter 13: Running Contact Center Reports Running a report The following steps describe how to start the Contact Center Reporter and run a report. Note: To run some reports, you must first define general Reporter options. See “Setting general Reporter options” on page 13-6. To run a Contact Center report 1. In ViewPoint, choose Tools > Reports. The Contact Center Reporter dialog opens. 2. Click the name of the report that you want to run.
Running a report 13-4 Chapter 13: Running Contact Center Reports Viewing report headers and footers You must have a printer installed on your computer in order to view the headers and footers on reports. The headers and footers include such data as report title, agent and queue name, date range, date printed, and the days of the week for the report. If you do not have a printer (local or network) configured on your computer, the headers and footers will be blank.
Running a report 13-5 Chapter 13: Running Contact Center Reports Shared and local reports Reports can be either shared or local, as follows: • Shared reports are stored on the Vertical Wave Server and can be run from any ViewPoint PC. Shared reports are indicated in the Reporter dialog by (blank report) or (report with data) in the Shared/Data column.
Setting Reporter options 13-6 Chapter 13: Running Contact Center Reports Backups of original reports Because a user can accidentally overwrite a shared report by sharing one of his own reports with the same name, backup copies of the original Wave report templates are provided in the Reports_backup directory in the Wave Server directory. Do not modify Contact Center report templates! Important: Wave maintains report template (.XLT) files on the ViewPoint PC for its internal use.
Setting Reporter options 13-7 Chapter 13: Running Contact Center Reports To set general Reporter options 1. From the Reporter, choose Tools > Options. The Options dialog opens. 2. Under Toll-free options, enter the prefixes of phone numbers that are free to dial from the local Wave Server. These include your local area code as well as any toll-free area codes such as 800 and 888. Separate entries with commas. You do not need to enter long-distance prefix digits, such as the “1” in the U.S.
Setting Reporter options 4. 13-8 Chapter 13: Running Contact Center Reports Under Criteria for counting outbound calls, use the following fields to define which calls are counted in various report categories: • Minimum outbound number length. In North America this field should be left at 10 so that the reports pick up all long-distance calls. Further filtering, for example for the Outbound Long Distance Summary report, will be provided by the toll-free and in-state fields above.
Using Excel tabs to view report results 13-9 Chapter 13: Running Contact Center Reports Using Excel tabs to view report results Most Wave reports contain the following tabs in Excel: • Report. A graphical presentation of the data. • Data. A numerical presentation of the data. • Report Options. A worksheet showing the options selected for the report. Totals on the Data tab Sometimes totals on the Data tab appear to be inaccurate.
Printing and scheduling reports with the Report Runner 13-10 Chapter 13: Running Contact Center Reports Printing and scheduling reports with the Report Runner The Report Runner enables you to create a desktop shortcut for running and printing a report. You can then run the report just by clicking the shortcut. You can choose whether to send the report to a printer or a file. You can also use the Windows Task Scheduler to run the Report Runner at any time and interval you choose.
Printing and scheduling reports with the Report Runner 13-11 Chapter 13: Running Contact Center Reports Examples of the shortcut Target statement The following are examples of how the shortcut’s Target field might look: • C:\Program Files\Vertical Wave\ViewPoint\Reporter\TVRRun\ Tvrrun.exe C:\Program Files\Vertical Wave\ViewPoint\Reporter\ Reports\Wait by Outcome1.xls -C • The chart for the Wait by Outcome1.xls report is sent to the printer.
Printing and scheduling reports with the Report Runner 3. 13-12 Chapter 13: Running Contact Center Reports On the “Report Options” sheet, do the following: • Clear the date range in the “Period” row (column B). • Clear the data in the “Days” row (columns B and C). • In “Days” row (column B) enter 1,2,3,4,5,6,7. • In the “Days” row (column C) enter Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday. 4. Save the report (name it something like “User Template.xls”). 5.
Available reports overview 13-13 Chapter 13: Running Contact Center Reports Available reports overview You can produce the reports listed in the following table. For detailed examples of the reports, see the sections referenced in the table. Name Contact Center Reports Description Call Log report By any time interval, shows all the information that appears in the Call Log for the entire system or the selected user or queue, in a spreadsheet form that is easy to sort or filter.
Call Log report 13-14 Chapter 13: Running Contact Center Reports Call Log report The Call Log report shows all the information that appears in the Call Log for a user or a queue, in a spreadsheet form that is easy to sort or filter. Using Microsoft Excel’s drop-down filtering tools, you can filter by any column to see just the calls you want. This report should only be run for a small number of days due to the quantity of data it can produce.
Call Log report 13-15 Chapter 13: Running Contact Center Reports Filtering Call Log data by column To filter the report by column, click the arrow on any column header. From the drop-down list, select the column entry that you want to display. The report shows only calls with that column entry. Alternately, select Custom to filter by more complex criteria.
Call Transfer report 13-16 Chapter 13: Running Contact Center Reports Call Transfer report This report shows how many calls were transferred by all users, an individual user, a queue, or a ViewPoint Group during the reporting period, and to whom the calls were transferred. Reading the Call Transfer report The following fields appear in this report: • • Number of transfers. Displays on the y-axis of the report. Transfer Target.
Grouped Service Level report 13-17 Chapter 13: Running Contact Center Reports Grouped Service Level report This report shows wait time for all external calls, displayed in five-second groupings. Wait time includes the amount of time that the caller waited between the extension being dialed and the user picking up, plus any time spent in a blind transfer later in the call. Note that wait time does not include time that the caller spent on hold, parked, or in a supervised transfer.
Outbound Call Comparison report 13-18 Chapter 13: Running Contact Center Reports Outbound Call Comparison report The Outbound Call Comparison report separates your outbound calls into three categories: In-state, Toll-free, and Other. The In-state and Toll-free categories depend on your settings in the general Reporter Options dialog (see “Setting general Reporter options” on page 13-6). Standard long-distance calls (calls made to non-free area codes) are included under “Other.
Outbound Calls by Phone Number report 13-19 Chapter 13: Running Contact Center Reports Outbound Calls by Phone Number report This report counts the number and duration of outbound calls placed to a specified list of phone number prefixes. Enter the prefixes in the Number prefixes field in the Options dialog for this report (separate prefixes with commas). Note: If your prefixes overlap, a call can show up in more than one column.
Outbound Long Distance Summary report 13-20 Chapter 13: Running Contact Center Reports Outbound Long Distance Summary report You can use this report to track your outbound long-distance phone traffic and estimate a phone bill for a given period. The chart displays the total number of outbound long distance calls and the duration of each. The Data tab shows the estimated cost of your long distance calls.
Outbound Long Distance Summary report 13-21 Chapter 13: Running Contact Center Reports Reading the Outbound Long Distance Summary report The following fields appear on the Outbound Long Distance Summary report: • Interval. Displays along the x-axis of the report. • Long Distance Calls. All outbound trunk calls whose numbers do not begin with any of the digit sequences listed in the Toll free options field in the Reporter Options dialog. Displays as bars. Read against the left y-axis of the report.
Unanswered Calls During Business Hours report 13-22 Chapter 13: Running Contact Center Reports Unanswered Calls During Business Hours report The Unanswered Calls report shows external inbound calls during your Wave business hours that were not answered by a user. This includes calls that were answered by another extension type, such as a queue or an auto attendant, but never picked up by a user. Note: The report counts calls that show a Result of “Abandoned” or “To voicemail” in the Call Log.
User Call Trends report 13-23 Chapter 13: Running Contact Center Reports User Call Trends report The User Call Trends report displays the number of inbound calls a user received and outbound calls the user placed, with the average talk time for each category. Reading this report The following fields appear in this report: • Time interval. Displays as the x-axis of the report. • Calls. The number of calls. Displays as the y-axis of the report. • Inbound calls / Outbound calls.
Release 3.
Chapter 14 Using the ViewPoint Mobile App CHAPTER CONTENTS About the ViewPoint Mobile App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1 Installing and using ViewPoint Mobile for iOS . . . . . . . . . . . . . . . . . . . . . . . . . . 14-4 Installing and using ViewPoint Mobile for Android. . . . . . . . . . . . . . . . . . . . . . 14-41 The ViewPoint Mobile App allows you to make and take calls and access some ViewPoint features using supported mobile devices.
14-2 Chapter 14: Using the ViewPoint Mobile App • Add parties to a conference, just as easily as if you were sitting at your desk. • Single-tap call recording, just like when you are in the office. • Android only: The ViewPoint Mobile for Android widget is a real-time application that runs on your Android device.
14-3 Chapter 14: Using the ViewPoint Mobile App Mobile phones vs. tablets There are some differences in how mobile phones vs. tablets work with the ViewPoint Mobile App: • Mobile phones. Your Wave administrator will configure your mobile phone as a Wave mobile extension, which allows the phone to be treated as a Wave station. (For more information, see “Using mobile extensions for externally routed calls” in Chapter 11 in the Wave Global Administrator Guide.
14-4 Chapter 14: Using the ViewPoint Mobile App Installing and using ViewPoint Mobile for iOS This section describes the iOS version of ViewPoint Mobile in detail, including: • Downloading and configuring ViewPoint Mobile. See page 14-5. • Configuring ViewPoint Mobile. See page 14-6. • Launching ViewPoint Mobile. See page 14-8. • Logging in to ViewPoint Mobile. See page 14-9. • Navigating the ViewPoint Mobile App. See page 14-11. • Setting options. See page 14-37.
14-5 Chapter 14: Using the ViewPoint Mobile App Downloading and configuring ViewPoint Mobile (iOS) 1. From the iOS device, go to the following location on the Vertical AppMarket: http://appmarket.vertical.com/ProductDetails.asp?ProductCode=VW-VPMOBILE-IOS 2. On this page, select the link to download the App from the Apple App Store. Follow the instructions to download the App. 3. Tap Download ViewPoint Mobile. 4. Tap Install. If the installation fails, you will see the following message.
14-6 Chapter 14: Using the ViewPoint Mobile App Configuring ViewPoint Mobile (iOS) Once the ViewPoint Mobile App has been downloaded, installed, and registered on the iOS device, you must enter a few settings for the App. Typically, these will be entered once and forgotten. However, many of these settings can be changed later, either via Settings on the iOS device, or via Quick Settings in the App itself, as described in Chapter 14 in the Wave ViewPoint User Guide.
14-7 Chapter 14: Using the ViewPoint Mobile App 2. For Wave Server Properties, enter: • Address. Wave Server’s IP Address or fully-qualified domain name (for example www.MyWaveServer.com). • The IP Address or fully-qualified domain name entered here must be resolvable by the DNS server to an IP address that is reachable from the network where the iOS device is currently operating. • Port. Port on which Wave will communicate. 3.
14-8 Chapter 14: Using the ViewPoint Mobile App Launching ViewPoint Mobile (iOS) To launch the ViewPoint Mobile App, tap its icon in the Apps view of the iOS device where it was installed. Note that in this example, the icon is indicating that you have 3 unread voice messages. Wave ViewPoint User Guide Release 3.
14-9 Chapter 14: Using the ViewPoint Mobile App Logging in to ViewPoint Mobile (iOS) Logging in for the first time When you launch the ViewPoint Mobile App for the first time, you are prompted to enter the following information. You may need to scroll down to see the final fields described below. User • Enter the same User Name and Password that you use to logon to ViewPoint Desktop. Server Settings • For Server, enter the Wave Server’s IP Address or fully-qualified domain name (for example www.
14-10 Chapter 14: Using the ViewPoint Mobile App • Server Port defaults to 50070. If your Wave administrator has changed the ViewPort Mobile port number, enter the new value here. If this field is blank, the default port number is used. For Calls Use • For Station ID, enter your Wave Station ID. This will allow you to use your desktop phone to make and take calls with the ViewPoint Mobile App. (To hear your station ID, dial *00 from your desktop phone.
14-11 Chapter 14: Using the ViewPoint Mobile App Navigating the ViewPoint Mobile App (iOS) When the ViewPoint Mobile App launches, you start in the Users view. You can go to another view by tapping an icon in the navigation bar at the bottom of the screen: • Users. See page 14-13. • Calls. See page 14-23. • Dialpad. See page 14-22. • Messages. See page 14-30. Wave ViewPoint User Guide Release 3.
14-12 Chapter 14: Using the ViewPoint Mobile App Tap More to access additional views: • Call Log. See page 14-34. • Chat. See page 14-36. Wave ViewPoint User Guide Release 3.
14-13 Chapter 14: Using the ViewPoint Mobile App Viewing and managing user lists (iOS) In the Users view, tap one of the following at the top of the screen: • Opens the Favorites list. See page 14-13. • Opens the Users list. See page 14-15. • Opens the Contacts list. See page 14-20. Managing your Favorites list (iOS) The Favorites list displays all of the users and contacts that you call frequently or that are important to you.
14-14 Chapter 14: Using the ViewPoint Mobile App The following is displayed for each favorite: • Picture, if one is available. • Status. For Wave users, the user’s current personal status is displayed. See “Available personal statuses” on page 3-4 for a table of personal status icons and what each means. • Presence. Indicates whether or not the user is connected to the Wave Server. See “Online vs. offline mode” on page 14-3 for more information. • . User is in online mode. • .
14-15 Chapter 14: Using the ViewPoint Mobile App In the Select Target screen, do one of the following: • To add a user to your Favorites list, tap • To add a contact to your Favorites list, tap to open the Users list. to open the Contacts list. Then, tap the user or contact to add, and if more than one phone number is associated with the user or contact, tap the number to use. You can also add a user to your Favorites list by tapping Details screen.
14-16 Chapter 14: Using the ViewPoint Mobile App You can navigate through the Users list in any of the following ways: • Tap the Search bar at the top of the screen to open a keyboard to search for a name. • Drag up or down to scroll through the Users list. • Tap a letter or number in the jump list at the right of the screen to go directly to the entries that start with that letter. Wave ViewPoint User Guide Release 3.
14-17 Chapter 14: Using the ViewPoint Mobile App The following is displayed for each user: • Status. The user’s current personal status is displayed. See “Available personal statuses” on page 3-4 for a table of each personal status icon and what it means. • Hook state. • Presence. Indicates whether or not the user is connected to the Wave Server. See “Online indicates that the user is currently on a call. vs. offline mode” on page 14-3 for more information. • . User is in online mode. • .
14-18 Chapter 14: Using the ViewPoint Mobile App Tap on a user to open the User Details screen: Tap at the top of the screen to add the user to your Favorites list. Tap Send Instant Message to IM the user. You can only IM another user if both of you are in online mode—you can see if a user is online by examining his or her presence indicator. Wave ViewPoint User Guide Release 3.
14-19 Chapter 14: Using the ViewPoint Mobile App To send an instant message, type your message in the window that opens, and then tap Send. As your conversation progresses, all of the messages and replies are displayed at the top of the window. This example shows a short IM exchange between two users: Wave ViewPoint User Guide Release 3.
14-20 Chapter 14: Using the ViewPoint Mobile App Using and managing your Contacts list (iOS) Important: The contacts displayed here are your local contacts stored on your iOS device, not your Viewpoint contacts. ViewPoint contacts are not synchronized with your mobile phone. You can navigate through the Contacts list in any of the following ways: • Tap the Search bar at the top of the screen to open a keyboard to search for a name. • Drag up or down to scroll through the Contacts list.
14-21 Chapter 14: Using the ViewPoint Mobile App Tap a contact to view or change contact details. Tap at the top of the screen to add the contact to your Favorites list. Wave ViewPoint User Guide Release 3.
14-22 Chapter 14: Using the ViewPoint Mobile App Making a call (iOS) You use the Dialpad to enter a phone number to make a call. As you tap digits, the number is displayed at the top of the screen. You can dial any internal Wave extension or external phone number. You do not need to dial the default first digit code—it will be applied to the call automatically. Important: The ViewPoint Mobile Dialpad is only used for initiating calls.
14-23 Chapter 14: Using the ViewPoint Mobile App • Tap list. to add the number as entered at the top of the screen to your Contacts • Tap to place a call top the displayed number. • Tap to delete digits from the entered number. Viewing and acting on your current calls (iOS) The Calls view lists all current calls: Wave ViewPoint User Guide Release 3.
14-24 Chapter 14: Using the ViewPoint Mobile App The following information and controls are displayed for each call: • Status. Indicates an active call. Tap to put an active call on hold: • Caller ID or contact information (if available). • Call duration in minutes and seconds. Wave ViewPoint User Guide Release 3.
14-25 Chapter 14: Using the ViewPoint Mobile App • Tap for available call control actions.. Wave ViewPoint User Guide Release 3.
14-26 Chapter 14: Using the ViewPoint Mobile App • Tap to open a keyboard at the bottom of the screen to type call notes: Wave ViewPoint User Guide Release 3.
14-27 Chapter 14: Using the ViewPoint Mobile App • • Swipe a row from left to right to get a toolbar of quick call controls: Hold. Puts the caller on hold. Wave ViewPoint User Guide Release 3.
14-28 Chapter 14: Using the ViewPoint Mobile App • Transfer. Transfers the call. You use the next screen to select the extension, contact, or other number to transfer the call to: • Opens the Users view. See page 14-13. • Opens your Contacts list. See page 14-20 • • Opens the Dialpad. See page 14-22. Wave ViewPoint User Guide Release 3.
14-29 Chapter 14: Using the ViewPoint Mobile App • Conference. Creates a conference call. • Record. Records the call. • Disconnect. Hangs up the call. There are 2 other controls at the top of the Calls view: • Tap to make a new call. • Tap to go to Quick Settings, where you can change any of the settings described on page14-37. Wave ViewPoint User Guide Release 3.
14-30 Chapter 14: Using the ViewPoint Mobile App Viewing and acting on your voice messages (iOS) The Messages view displays your voicemail folders. Tap on a folder to view its contents. Wave ViewPoint User Guide Release 3.
14-31 Chapter 14: Using the ViewPoint Mobile App In the following example, there is one voice message in the user’s Saved folder: • • Tap to play the voice message. Tap to delete the voice message. Wave ViewPoint User Guide Release 3.
14-32 Chapter 14: Using the ViewPoint Mobile App • Tap to reply to, forward, or e-mail the voice message. Wave ViewPoint User Guide Release 3.
14-33 Chapter 14: Using the ViewPoint Mobile App • Tap to display voice message details: • • Tap to play the voice message. Tap to reply to, forward, or e-mail the voice message. There are 2 other controls at the top of the Messages view: • Tap • Tap to return to the folder where this voice message resides. to play voice messages using the phone’s speaker. Wave ViewPoint User Guide Release 3.
14-34 Chapter 14: Using the ViewPoint Mobile App Viewing your Call Log (iOS) The Call Log displays your call history. • Tap Incoming, Outgoing, or Both at the top of the screen to filter the display. • Tap More to scroll to display more calls. • Multiple calls from the same contact are listed once in the Call Log view—you can view other recent calls from the same contact by tapping details for the call. Wave ViewPoint User Guide Release 3.
14-35 Chapter 14: Using the ViewPoint Mobile App The following information and controls are displayed for each call: • Call direction. Indicates an incoming or outgoing call. Tap to call back the number. If you are connected to the Wave Server, the call is automatically dialed via the Wave network, otherwise you are prompted to use your phone’s cell carrier network. • For an incoming call, Caller ID or contact information (if available). • For an outgoing call, number dialed. • Call date and time.
14-36 Chapter 14: Using the ViewPoint Mobile App Instant Messaging (iOS) Tapping Chat opens the Conversations screen. The following example shows a chat in progress. Tap to start a new conversation. Wave ViewPoint User Guide Release 3.
14-37 Chapter 14: Using the ViewPoint Mobile App Setting options (iOS) Once the ViewPoint Mobile App has been downloaded, installed, and registered on the iOS device, you can optionally enter a few settings for the App. Typically, these will be entered once and forgotten. You can change many of these settings later, either via Settings on the iOS device, as described in “Configuring ViewPoint Mobile (iOS)” on page 14-6, or via Quick Settings in the App itself, as described in the following section.
14-38 Chapter 14: Using the ViewPoint Mobile App • Personal Status. Tap the icon to change your personal status. • Incoming Call Handling. Choose one of the following options: • Push Notification. (Recommended) Sends a push notification for each incoming call to your mobile phone if the ViewPoint Mobile App is not running. If you view the push notification, the call will be sent to you mobile phone so you can answer it Wave ViewPoint User Guide Release 3.
14-39 Chapter 14: Using the ViewPoint Mobile App This option provides the best experience—calls will ring your desk phone, while also notifying you on your mobile phone with the option to forward the call to your mobile phone if you decide to answer it. • Forward to Phone. Automatically forwards each incoming call to your mobile phone. (This is the same as forwarding calls to your mobile phone via ViewPoint Desktop.) • No Mobile Notification.
14-40 Chapter 14: Using the ViewPoint Mobile App • For Calls Use. Choose one of the following options to indicate your preferred device for placing and taking calls. • Mobile Phone. (Recommended) 10-digit number of the of the mobile device to which your calls will be forwarded. If you are using an iPhone, enter the iPhone’s number. If you are using an iPad or iPod Touch (which do not have voice capability), enter the number of another cell phone to use. • Default Station.
14-41 Chapter 14: Using the ViewPoint Mobile App Installing and using ViewPoint Mobile for Android This section describes the Android version of ViewPoint Mobile in detail, including: • Downloading and configuring ViewPoint Mobile and widget. See page 14-42. • Launching ViewPoint Mobile. See page 14-45. • Using the ViewPoint Mobile widget. See page 14-46. • Logging in to ViewPoint Mobile. See page 14-48. • Viewing status information and notifications. See page 14-49.
14-42 Chapter 14: Using the ViewPoint Mobile App Downloading and installing ViewPoint Mobile and widget (Android) Note: Most of the screen shots in this document were captured on an HTC Sensation mobile phone, running Android 2.3.4 and HTC Sense 3.0, Software Number 1.50.531.1. ViewPoint Mobile for Android may look slightly different if you run it on a different Android device or on another Android software platform.
14-43 Chapter 14: Using the ViewPoint Mobile App 2. Tap Download ViewPoint Mobile. If you continue, you are agreeing to all of the items listed on the screen. 3. Tap Install to continue. If you get a message that the installation failed, try again. Typically, the reason for failure is because you lost your Internet connection during the download. Wave ViewPoint User Guide Release 3.
14-44 Chapter 14: Using the ViewPoint Mobile App Installing the ViewPoint Mobile widget (Android) The ViewPoint Mobile widget is a real-time application that runs on your Android device. For details on how to use the widget, see page 14-46. To install the ViewPoint Mobile widget Note: Depending on the Android device, the steps to install a widget may be slightly different from the following. 1.
14-45 Chapter 14: Using the ViewPoint Mobile App 4. Scroll through the list to the ViewPoint widget, and tap it to add it to your home screen. Launching ViewPoint Mobile (Android) To launch the ViewPoint Mobile App, do either of the following: • Tap its icon in the screen of the Android device where it was installed. • Tap the “V” logo in the center of the widget’s screen. Wave ViewPoint User Guide Release 3.
14-46 Chapter 14: Using the ViewPoint Mobile App Using the ViewPoint Mobile widget (Android) Using the widget, you don’t need to run the full ViewPoint Mobile App to: • See if you have missed any calls, voice messages, or Instant Messages. • Update your personal status on the fly. • Make yourself available (or not) for Instant Messaging to other Wave users. Viewing missed call, voice message, and IM counts (Android) • Shows your missed call count. • Shows your missed voice message count.
14-47 Chapter 14: Using the ViewPoint Mobile App Changing your personal status (Android) 1. In the widget, tap the Personal Status icon 2. Select a new status: . Turning your IM presence on or off (Android) 1. In the widget, tap the IM icon 2. Select IM ON or IM OFF. . Wave ViewPoint User Guide Release 3.
14-48 Chapter 14: Using the ViewPoint Mobile App Logging in to ViewPoint Mobile (Android) Logging in for the first time When you launch the ViewPoint Mobile App for the first time, you must enter the following information. (You may need to scroll down to see the final fields described below.) User • Enter the same User Name and Password that you use to logon to ViewPoint Desktop. Server Settings • For Server, enter the Wave Server’s IP Address or fully-qualified domain name (for example www.
14-49 Chapter 14: Using the ViewPoint Mobile App Call Settings • • For Phone Number, enter the 10-digit number of the mobile device to which your calls will be forwarded. • If you are using an Android phone, enter the phone’s number. • If you are using an Android tablet (which does not have voice capability), enter the number of another phone to use (for example a cell phone). For Station ID, enter your Wave Station ID.
14-50 Chapter 14: Using the ViewPoint Mobile App Call and voice message notifications (Android) A white V-logo indicates a call or voice message notification. You may see more than one notification at a time. Click on a notification for details. Examples include: Configuring ViewPoint Mobile (Android) After logging in to the ViewPoint Mobile App for the first time, you can start using it right away using the default settings listed below, or you can choose other settings.
14-51 Chapter 14: Using the ViewPoint Mobile App You change these settings via Advanced Settings. See page 14-80. • Voicemail download preferences. By default, only voice message headers are downloaded to your mobile device to save storage space. You can change this behavior to automatically download entire new voice messages whenever the App is active. • Mobile alert handling. By default, you automatically receive notifications to your Android device for new calls, voice messages, and IMs.
14-52 Chapter 14: Using the ViewPoint Mobile App You can go to another view by tapping an icon in the ViewPoint Mobile toolbar at the top of the screen: • Tap Users to view and manage the Users, Favorites, and Contacts lists. See page 14-52. • Tap Calls to make a call, or view and act on your current calls. See page 14-60. • Tap VM to view and act on your voice messages. See page 14-69. • Tap Call Log to view your call history. See page 14-71.
14-53 Chapter 14: Using the ViewPoint Mobile App Managing your Favorites list (Android) The Favorites list displays all of the users and contacts that you call frequently or that are important to you. You can use the Favorites list to quickly place, transfer, and forward calls to special people. The following is displayed for each favorite: • Picture, if one is available. • Hook state. Indicate whether the favorite is on a call. • Status.
14-54 Chapter 14: Using the ViewPoint Mobile App To add a favorite to the list: 1. Tap at the bottom of the screen. The Select Target screen opens: 2. Do one of the following: • To add a user to your Favorites list, tap the Users list. • To add a contact to your Favorites list, tap at the bottom of the screen to open to open the Contacts list. Then, tap the user or contact to add, and if more than one phone number is associated with the user or contact, tap the number to use.
14-55 Chapter 14: Using the ViewPoint Mobile App Viewing and using the Users list (Android) You can see all Wave extensions, along with information about the current status of each extension, in the Users list. You can use the Users list to quickly place calls to other Wave extensions.
14-56 Chapter 14: Using the ViewPoint Mobile App You can navigate through the Users list in any of the following ways: • Tap the Search bar at the top of the screen to open a keyboard to search for a name. • Drag up or down to scroll through the Users list. • Tap a letter or number in the jump list at the right of the screen to go directly to the entries that start with that letter. The following is displayed for each user: • Status. The user’s current personal status is displayed.
14-57 Chapter 14: Using the ViewPoint Mobile App To send an Instant Message to a user: 1. Tap Send Instant Message to IM the user. You can only IM another user if both of you are in online mode—you can see if a user is online by examining his or her presence indicator. 2. Type your message using the keyboard that opens, and then tap Send. As your conversation progresses, all of the messages and replies are displayed at the top of the window.
14-58 Chapter 14: Using the ViewPoint Mobile App Using and managing your Contacts list (Android) Important: The contacts displayed here are your local contacts stored on your Android device, not your Viewpoint contacts. ViewPoint contacts are not synchronized with your mobile phone. You can navigate through the Contacts list in any of the following ways: • Tap the Search bar at the top of the screen to open a keyboard to search for a name. • Drag up or down to scroll through the Contacts list.
14-59 Chapter 14: Using the ViewPoint Mobile App Tap a contact to view or change contact details. Tap at the top of the screen to add the contact to your Favorites list. Wave ViewPoint User Guide Release 3.
14-60 Chapter 14: Using the ViewPoint Mobile App Making a call and acting on your current calls (Android) Tap Calls on the ViewPoint Mobile toolbar. The Dialpad opens, if you are not already on a call. If you are already on one or more calls (for example a conference call, a call on hold, and so forth, the Calls view opens displaying those calls across the top. Wave ViewPoint User Guide Release 3.
14-61 Chapter 14: Using the ViewPoint Mobile App Making a call (Android) Important: The ViewPoint Mobile Dialpad is only used for initiating calls. Use your mobile phone’s own keypad to generate DTMF tones (for example, when responding to a prompt, entering an account number, and so forth) during a phone call. Enter the phone number or extension to dial. As you type, the number is displayed at the top of the screen. The Dialpad includes a list of most recent callers for your convenience.
14-62 Chapter 14: Using the ViewPoint Mobile App Viewing and acting on your current calls (Android) When you are on a call, you have a variety of call actions available. In this example, one call on hold is shown: Wave ViewPoint User Guide Release 3.
14-63 Chapter 14: Using the ViewPoint Mobile App Actions that you can perform on a call (Android) End Call. Tap to hang up the call. New Call. Tap to make a new call.If you are already on a call, the current call is put on hold. When the new call connects, you can quickly conference some or all parties together by tapping the Conference button. See page 14-65. Record. Tap to record the call. Hold. Tap to put the call on hold. Conference. Tap to add some or all dialed parties to a conference.
14-64 Chapter 14: Using the ViewPoint Mobile App Transferring a call (Android) To transfer a call 1. While on an active call, press . 2. In the Transfer To screen, select the transfer-to extension, contact, or other number. • Tap to open the Users view to select a target. See page 14-52. • Tap to open the Contacts list to select a target. See page 14-58. • Tap to open the Dialpad to enter a target phone number. See page 14-61. • Tap to open your Favorites list to select a target.
14-65 Chapter 14: Using the ViewPoint Mobile App Creating a conference call (Android) There are two ways to create a conference call: Conferencing: Method 1 1. While on an active call, press and call the other party. 2. The current call is put on hold. 3. When the new call connects, quickly conference all parties together by tapping . 4. The Conference With screen displays all of your current calls. By default, all of your calls will be included in the conference.
14-66 Chapter 14: Using the ViewPoint Mobile App Conferencing: Method 2 1. While on an active call, press . 2. In the Conference With screen, select the party to add to the conference. • Tap to open the Users view to select a party. See page 14-52. • Tap to open the Contacts list to select a party. See page 14-58. • Tap to open the Dialpad to enter a phone number. See page 14-61. • Tap to open your Favorites list to select a party. See page 14-53. Wave ViewPoint User Guide Release 3.
14-67 Chapter 14: Using the ViewPoint Mobile App 3. When you return to the Calls view, you can see the parties in the call: Repeat to add additional parties to the conference. When you add a each party to the conference, the other calls are placed on hold while the next call is placed. 4. Tap to conference all calls together. This example shows a conference call with 2 parties besides yourself: Wave ViewPoint User Guide Release 3.
14-68 Chapter 14: Using the ViewPoint Mobile App Adding notes to a call (Android) Tap notes: to open a keyboard at the bottom of the screen that you can use to type call Wave ViewPoint User Guide Release 3.
14-69 Chapter 14: Using the ViewPoint Mobile App Viewing and acting on your voice messages (Android) To view your voice mail folders, tap VM on the ViewPoint Mobile toolbar. Select the voice message folder to display (Inbox, Saved, or Deleted) from the dropdown list to view its contents. In the following example, the Inbox contains one message. Tap next to a message to play it.
14-70 Chapter 14: Using the ViewPoint Mobile App Use the toolbar to act on the selected message: • Tap to forward the selected message to another user. • Tap to call back the person who left the message. • Tap to toggle speakerphone on and off. Turn on speakerphone to go hands-free and listen to the message over your phone’s speaker. • Tap to delete the voice message.
14-71 Chapter 14: Using the ViewPoint Mobile App Tap to play the message. You can use the controls to stop and restart message playback or position playback within the message. Use the toolbar buttons to forward the message to another user, call back the person who left the message, toggle your speakerphone on and off, or delete the message: Viewing your Call Log (Android) To access your call history, tap Call Log on the ViewPoint Mobile toolbar.
14-72 Chapter 14: Using the ViewPoint Mobile App The following information is displayed for each call: • Call direction. Indicates an incoming or outgoing call. • For an incoming call, Caller ID or contact information (if available). • For an outgoing call, number dialed. • Call date and time. To make a callback, tap . If you are connected to the Wave Server, the call is automatically dialed via the Wave network, otherwise you are prompted to use your phone’s cell carrier network.
14-73 Chapter 14: Using the ViewPoint Mobile App Instant Messaging (Android) To view current IM conversations or start a new one, tap IM on the ViewPoint Mobile toolbar. The Conversations screen displays any in-progress IM conversations. indicates an IM that you haven’t viewed yet, along with a message count. Tap an in-progress conversation to display the conversation or IM. Wave ViewPoint User Guide Release 3.
14-74 Chapter 14: Using the ViewPoint Mobile App To start a new IM conversation: 1. Tap . 2. In the Send IM screen, select the name of the target user. 3. Type your message using the keyboard that opens, and then tap Send. Wave ViewPoint User Guide Release 3.
14-75 Chapter 14: Using the ViewPoint Mobile App As your conversation progresses, all of the messages and replies are displayed at the top of the window. This example shows a short IM exchange between two users: Wave ViewPoint User Guide Release 3.
14-76 Chapter 14: Using the ViewPoint Mobile App Setting options (Android) This section describes how to make changes via the Quick Settings and Advanced Settings screens. You must be in online mode to change these settings. Changing Quick Settings (Android) 1. Tap Settings on the ViewPoint Mobile toolbar. 2. The Quick Settings screen opens. Wave ViewPoint User Guide Release 3.
14-77 Chapter 14: Using the ViewPoint Mobile App Make any of the following changes: • Personal Status. Tap to change your personal status. Then, select the new status from the list • Incoming Call Handling. Choose one of the following options: • Push Notification. (Recommended) Sends a push notification for each incoming call to your mobile phone if the ViewPoint Mobile App is not running. If you view the push notification, the call will be sent to you mobile phone so you can answer it.
14-78 Chapter 14: Using the ViewPoint Mobile App Here is an example of a push notification for a new call: This option provides the best experience—calls will ring your desk phone, while also notifying you on your mobile phone with the option to forward the call to your mobile phone if you decide to answer it. • Forward to Phone. Automatically forwards each incoming call to your mobile phone. (This is the same as forwarding calls to your mobile phone via ViewPoint Desktop.) • No Mobile Notification.
14-79 Chapter 14: Using the ViewPoint Mobile App • For Calls Use. Choose one of the following options to indicate your preferred device for placing and taking calls. • Mobile Phone. (Recommended) 10-digit number of the of the mobile device to which your calls will be forwarded. If you are using an Android phone, enter the number. If you are using an Android tablet (which does not have voice capability), enter the number of another cell phone to use. • Default Station.
14-80 Chapter 14: Using the ViewPoint Mobile App Changing advanced settings (Android) 1. Tap Settings on the ViewPoint Mobile toolbar, and then tap Advanced Settings. 2. Make any of the following changes: • VoiceMail Download Preferences. • Download Headers Only. Select this option to only download message headers (this will save storage space on the Android device). Deselect this option to automatically download entire new voice messages whenever the App is active. • My Mobile Phone #.
14-81 Chapter 14: Using the ViewPoint Mobile App • Mobile Alert. Select one or more of these options determine whether you will receive push notifications to your Android device for the following events: • New Calls. • New Voice Mail Messages. • IM Online / Receive Alerts. Note: If you change Mobile Alert settings, you must reconnect to the Wave Server for the changes to take effect.
14-82 Chapter 14: Using the ViewPoint Mobile App Gathering relevant system logs The system log files WCAPISVRxxx.log and Connectionsxxx.log are not included automatically in the problem report package when you report a problem using the Problem Report Wizard, but may be useful when troubleshooting a ViewPoint Mobile App connectivity issue.
Appendix A Using the Wave Archived Recording Browser APPENDIX CONTENTS About the Wave Archived Recording Browser . . . . . . . . . . . . . . . . . . . . . . . . . .A-1 Running the Archived Recording Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-2 Searching for recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-3 Managing individual recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Running the Archived Recording Browser A-2 Appendix A: Using the Wave Archived Recording Browser Running the Archived Recording Browser In order to use the Archive Recording Browser, you must know the network location of the archive and have network access to that location. See your Wave system administrator for details. To run the Archived Recording Browser 1. Choose Start > Programs > Vertical Wave > Wave Archived Recording Browser. The Wave Archived Recording Browser dialog opens: 2.
Searching for recordings A-3 Appendix A: Using the Wave Archived Recording Browser Searching for recordings The Archived Recording Browser does not display any entries when you run it. To view recordings in the Browser window, you must first search for recordings that match criteria that you set. To search for recordings, use either of the following methods: • Start a new search. See page A-3. • Load a saved search. See page A-9. Starting a new search To start a new search 1. Click on the toolbar.
Searching for recordings 2. A-4 Appendix A: Using the Wave Archived Recording Browser Do one of the following: • If your search only involves basic criteria. Click the Basic tab to quickly specify commonly-used criteria. Anything you enter on the Basic tab is treated as a partial search. For example, entering “617” in the From Name or Number field will return all records with 617 in that field, including “61755511212”, and “5126175555”.
Searching for recordings 4. A-5 Appendix A: Using the Wave Archived Recording Browser When you are done specifying your search criteria on either tab, do any of the following: • To execute the search, click Find Now. • To reuse the search criteria again at a later time, click Save As. In the Save Search As dialog, Enter a name for your search and then click Save. • To reset the contents of the Search Archived Recordings dialog to the default settings, click Reset.
Searching for recordings A-6 Appendix A: Using the Wave Archived Recording Browser Search Criteria (continued) Tab Field Description Length To search for recordings of a specific length, select this checkbox. Select an option from the drop-down list, and then enter the number of minutes in the text box (for example, “Within 30 sec.of 5 minutes”.) Note: To enter seconds, use the hh:ss format or decimal places. For example, to indicate 1 minute 30 seconds, enter either “1:30” or “1.5”.
Searching for recordings A-7 Appendix A: Using the Wave Archived Recording Browser Search Criteria (continued) Tab Field Description Field Field on which the search criteria is based. For a description of each field, see “Using the Call Log view” in Chapter 22 in the Wave Global Administrator Guide. Condition Select any of the following conditions. Equals, Does not equal Use to search based on the exact contents of a field.
Searching for recordings A-8 Appendix A: Using the Wave Archived Recording Browser Search Criteria (continued) Tab Field Description Or Use to search for recordings based on two or more values for a field. For example, to search for recordings of calls from several callers, add a criteria like “From Or Nancy Jones OR Pete Smith OR Irene Orleans”. Like Use to search based on wildcard characters that represent one or more characters. Use a question mark (?) to represent a single alphanumeric character.
Searching for recordings A-9 Appendix A: Using the Wave Archived Recording Browser Search Criteria (continued) Tab Field Description Contains Value Use to search based on a portion of a field. For example, to search for recordings of calls where 555 appears anywhere in the number, add the criteria “Number Contains 555”. Field contents for which to search. Note that when searching on the contents of a time-based fields (Call Duration, Hold Time, and so forth), the value is always entered in minutes.
Managing individual recordings A-10 Appendix A: Using the Wave Archived Recording Browser Managing individual recordings Mailbox recordings that match your search criteria are displayed in the Browser. The following information is displayed for each recording: • If , recording has been flagged for follow-up. • Identifies the recording type: • Voice message • Call recording • Server. Wave Server from which the recording was archived. • Mailbox.
Acting on archived call recordings • A-11 Appendix A: Using the Wave Archived Recording Browser Number. On incoming calls, the extension, Caller ID name and number (if available), or external number that was dialed. On outgoing calls, the extension or external number that was dialed. • Created. Date and time when the mailbox recording was archived. • Custom Data. Custom data, if any, associated with the call. • Notes.
Acting on archived call recordings 2. A-12 Appendix A: Using the Wave Archived Recording Browser Click an archived file to select it. You can perform the following actions on a selected file: • Play. Double-click any column except the first column to play the recording, or use the audio controls at the bottom of the Browser. • Bookmark. To set a bookmark while listening to a recording, click and drag the orange triangle under the progress indicator at the bottom of the Browser.
Checking the archive for missing audio files A-13 Appendix A: Using the Wave Archived Recording Browser • Add notes. To add new notes or edit existing notes to the selected recording, type in the Call Notes or Archive Notes panes. • Restore recording. Click • Export recording. Click • Refresh. Click in the Browser. • Delete recording. Click on the toolbar to delete one or more selected recordings from the archive folder.
Purging archived recordings A-14 Appendix A: Using the Wave Archived Recording Browser Purging archived recordings You must have Administrator privileges to perform this operation. When you purge archived recordings, all mailbox recordings in the archive folder that match the criteria that you set are deleted permanently, as well as the corresponding archive database entries. To purge archived recordings 1. Choose Tools > Purge Recordings.
Appendix B Logging On with Command-Line Switches APPENDIX CONTENTS About ViewPoint command-line switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1 ViewPoint command-line switch reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1 About ViewPoint command-line switches You can add various switches to the command line that ViewPoint shortcut uses to start ViewPoint.
ViewPoint command-line switch reference B-2 Appendix B: Logging On with Command-Line Switches Example: The four languages installed with ViewPoint 1.5 are de (Deutsch), es (Espanol), fr (Francais), and fr-ca (Francais - Canada). You would use /language:de to start ViewPoint with a German (Deutsch) language interface. • /Server. Runs ViewPoint against a specific Wave Server on your network.
ViewPoint command-line switch reference B-3 Appendix B: Logging On with Command-Line Switches Associating ViewPoint with a specific phone You can use the /station switch to set up various ViewPoint shortcuts for different phones so that you can quickly change the phone associated with ViewPoint. (Otherwise, to change the phone associated with ViewPoint you have to wait for ViewPoint to launch, choose File > Use a different station, and wait for ViewPoint to launch again.
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Appendix C Reporting Problems APPENDIX CONTENTS About the Problem Report Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-1 Reporting a problem that involves a specific call. . . . . . . . . . . . . . . . . . . . . . . . .C-2 Reporting a problem that does not involve a specific call . . . . . . . . . . . . . . . . . .
Reporting a problem that involves a specific call C-2 Appendix C: Reporting Problems Reporting a problem that involves a specific call If you encountered a problem that involved a call, there are two ways to report it: To report a problem via an active call in the Call Monitor 1. Select the problem call in the Call Monitor. 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.
Reporting a problem that does not involve a specific call C-3 Appendix C: Reporting Problems Reporting a problem that does not involve a specific call If your problem does not involve a specific call, run the Problem Report Wizard as follows: 1. Do one of the following: • From ViewPoint, choose Help > Report a Problem. • Run the file C:\Program Files\Common Files\Vertical\Wave\TVPRWizard.exe. 2. Answer the questions presented in each Wizard window. 3.
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Appendix D Troubleshooting ViewPoint Problems This appendix contains information that may be helpful when you are troubleshooting a problem that occurs when starting or using ViewPoint. Firewall problems may prevent ViewPoint from starting. Symptom: After installing ViewPoint successfully on a PC, the following message is displayed and ViewPoint fails to start: “Wave Server is unable to connect to ViewPoint, which could be due to a configuration issue on the Wave Server.
D-2 Appendix D: Troubleshooting ViewPoint Problems Solution: 1. Start the General Settings applet. 2. On the System tab, click Apply. (The Apply button will be enabled even though you have not yet made any changes.) 3. Click Done. COM Exception when logging into ViewPoint. Symptom: After a user clicks OK in the ViewPoint Log On dialog, the following error occurs: [03/12/2008 10:22:39.900 - 3][ViewPoint - Except] System.Runtime.InteropServices.
Index Symbols , (comma, for pauses in page strings), 7-17 *50 (select Available personal status), 3-7 F11 (return your last call), 6-9 F12 (redial your last call), 6-9 Numbers 0 (transfer to Operator) changing destination of transfer, 12-7 from greeting, 9-13 from routing list, 9-6 while on hold with Pause and Repeat, 9-17 A about ViewPoint Mobile App, 14-1 Wave Mail, 7-27 accessing Wave, 1-2 account codes entering for contacts, 10-6 account codes, entering during a call, 5-17 using the dial bar, 6-2 whe
Index-2 audio output, changing, 2-22 automatic logon disabling, 2-9 B backup reports, 13-6 beep, with call waiting, 12-6 blind transfers, 5-11 bookmarks for voicemail, 2-37 busy, handling calls when, 9-17 C call joining, 6-12 monitoring, 6-12 callback number, using to identify contacts, 10-13 Call Center Reporter overview, 13-1 requirements, 13-2 using Excel toolbar, 13-4 caller ID including with pager notification, 7-16 selecting name or number as contact identification, 10-14 used to identify contacts,
Index-3 disconnecting without hanging up, 5-16 e-mailing a message about, 5-13 forwarding as displayed in Extensions list, 4-1 prompting for password, 9-4 prompting to accept or decline, 9-4 status bar button for, 2-22 turning on or off, 9-2 and voicemail, 9-5 when logging on, 2-14 handling differently when busy, 9-17 handling individual ones differently, 11-1 hold, 5-10 incoming call indicators, 5-18 notification of voicemail, 7-14 parking, 5-15 placing overview, 6-1 from Extensions list, 4-4 from other c
Index-4 D default personal status greeting, 7-25 default phone number, for contacts, 10-7 default routing list, 9-8 default station, changing, 2-15 Deleted folder, 2-33 deleting ViewPoint items, 2-27 deleting voicemail, 2-27 dial bar, 6-2 dial-by-name, customizing your listing in, 12-8 dialing.
Index-5 G importing contacts, 2-38, 10-17 voice files, 2-37 Incoming Call Alert window, 5-18 instant messages, 4-4 instant messaging inviting users to conference, 4-6 receiving messages, 4-6 sending messages, 4-4 using with Wave, 4-4 GoldMine, 1-2 greetings overview, 7-23 active, 7-25 e-mailing, 7-27 for when you’re on the phone, 9-17 hierarchy for, 7-25 personal status default, 7-25 recording, 7-26 System Hold Greeting, 9-17 used with routing list final actions, 9-20 routing lists as an action, 9-13 Gre
Index-6 specifying at logon, 2-10 monitoring a call, 6-12 My Numbers entering, 6-5 placing calls to, 6-4 My Phone tab in Call Monitor, 5-3 N names of callers displayed in Call Monitor, 5-8 playing caller’s over speakers, 5-16 playing caller’s over speakers automatically, 12-14 yours in dial-by-name directory, 12-8 navigation pane, 2-20 notes adding to active calls, 5-13 adding to calls in Call Log, 8-6 adding to voicemail, 7-9 notifications of new voicemail, 7-14 O online Help, 1-5 Operators changing per
Index-7 using the dial bar, 6-2 priority of call rules, 11-10 of greetings, 7-25 private contacts, 10-2 folders, 2-31 groups, 10-18 voicemail, 7-8 Problem Report Wizard, C-1, D-1 problems, reporting, C-1, D-1 prompts changing language of for contacts, 10-7 for password with call forwarding, 9-4 for password with routing lists, 9-15 selecting language of, 12-5 to accept or decline calls from routing lists, 9-14 to accept or decline forwarded calls, 9-4 to callers following routing lists, 9-15 public contact
Index-8 S T scheduling call rules, 11-7 notifications of voicemail, 7-19 screening calls, 5-8 voicemail, 5-9 screen-pops for calls, 1-2 searching for contacts, 10-2 shared reports, 13-5 sharing folders, 2-35 showing columns, 12-20 speakers, audio output from, 2-22 Speed Dial command, 6-6 Standard routing list, 9-8 status bar, 2-21 stutter dial tone, turning on and off, 7-13 supervised transfers, 5-11 support, technical, 1-4 synchronizing voice messages and contacts with e-mail, 7-27 System Hold Greeting,
Index-9 urgent voicemail, 7-8 user coaching, 6-12 User Call Trends report, 13-23 using instant messaging with Wave, 4-4 remote phone, 6-17 ViewPoint Softphone, 6-14 V ViewPoint changing language at logon, 2-10 phone at logon, 2-10 Wave Server at logon, 2-10 columns in, 12-20 customizing for Operators, 12-17 exiting, 2-18 layout, 2-19 logging on, 2-7 reporting problems with, C-1, D-1 starting using with command line switches, B-1 using drag-and-drop in, 2-28 using without an associated phone, 2-10 ViewPoin
Index-10 setting maximum length of, 7-10 unheard, 7-8 urgent, 7-8 viewing contact record for, 7-7 voicemail folder, 7-2 sharing, 2-35 voice messages synchronizing Wave and e-mail, 7-28 voice titles recording for contacts, 10-8 recording for yourself, 12-4 W Wave Mail about, 7-27 configuring, 7-31 Wave Server changing at logon, 2-10 windows, opening folders in new, 2-25 Wizard for routing lists, using, 9-10 Wave ViewPoint User Guide Release 3.
