User ManualTable of ContentsIntroducing TeleVantage21About TeleVantage22Accessing TeleVantage22Using the telephone22Using the TeleVantage ViewPoint application23Using TeleVantage ViewPoint Web Access23Using the TAPI Service Provider and the CMA23Feature comparison table24Getting technical support24TeleVantage documentation25The TeleVantage documentation set25Accessing online documentation26Recording Your Voice Title and Voicemail Greeting29About creating your voice title and voicemail greeting30Recording your voice title30Recording your voicemail greeting31Placing Calls on the Phone35About placing calls on the phone36Using a phone other than your own36Using an IP phone36Dialing internal and external numbers37Entering account codes when placing calls37Dialing by name38Dialing a user’s voicemail directly38Placing calls while you are already on a call39Putting your current call on hold and placing a new call39Ending a call without losing calls on hold39Placing calls with * options39Redialing the last call39Returning the last call39Disabling call waiting for a call40Placing calls to an IP address40Placing a page or intercom call40Requirements for receiving a page or intercom call41Paging and intercom considerations41Answering and Handling Calls on the Phone43About answering and handling calls on the phone44Using the Flash button on your phone44Answering TeleVantage calls44Call announcing44Call waiting45Answering a call at another ringing phone46Using hands-free answering46Receiving internal intercom calls with voice-first answering47Handling calls with the phone48Putting a call on hold49Transferring a call50Sending a call to voicemail51Recording a call51Creating a conference call52Parking a call52Unparking a call53Putting a call on silent hold53Sending a Flash command to Centrex or another PBX53Getting an internal dial tone53Entering an account code for a call53Using digital feature phones53Using line appearances54Using custom-mapped TeleVantage commands55Managing Voicemail and Your Account With the Phone57About managing your account on the phone58Logging on to your account58About voicemail58Voicemail from the caller’s point of view58Knowing when you have new voice messages59If voice messages disappear from your folders59Customizing voice message playback order59Listening to and managing your voicemail60Voice message telephone commands60Deleting and undeleting messages61Replying to a voice message61Forwarding a voice message61Calling back a voice message62Sending a message directly to a user’s voicemail62Managing your greetings using the phone63Managing your greetings64Available space for greetings64Forwarding your calls using the phone65Turning call forwarding on65Turning call forwarding off65Checking your call forwarding number65Ignoring your call rules65Sending your calls straight to voicemail with Do Not Disturb66Selecting a personal status on the phone66Changing your password66Using TeleVantage With a Remote Phone67About using TeleVantage with a remote phone68Tips for all remote phone use71Using TeleVantage from a remote number without ViewPoint71Logging on to TeleVantage from a remote number72Receiving TeleVantage calls at a remote number72Placing calls through TeleVantage from a remote phone73If your remote phone is “stuck” on a TeleVantage session73Using redial and other quick call commands when logged in74Using TeleVantage ViewPoint remotely74Using ViewPoint remotely with a phone75Associating Viewpoint with a remote number75Imitating a station at a remote number76Using an external station76Placing TeleVantage calls from an external station77Using ViewPoint with an external station78Configuring an external station78Configuring a SIP phone80Changing your external station number with *1781Sharing Stations83About sharing stations84Placing outbound calls from shared stations84Finding out who is currently logged in at a station85Distinguishing incoming calls to a shared station85Shared stations and personal status85Using TeleVantage ViewPoint89About TeleVantage ViewPoint90Using ViewPoint in Spanish, German, French Parisian or French Canadian90Using ViewPoint from any web browser90Logging on to ViewPoint91Using ViewPoint with a different phone or Server92Using ViewPoint with another station or a remote number94Logging on with new logon options95Changing your password95Logging on with command-line switches95About the Welcome Wizard96About the tip of the day96Watching the ViewPoint Quick Tour96Exiting ViewPoint96Exiting and logging off96Elements of the ViewPoint window97The menu bar97The toolbar97The navigation pane98The view bar99The status bar100Hiding and showing ViewPoint window elements100Locking ViewPoint window elements101Customizing the ViewPoint display101ViewPoint folders101Working in multiple folders102Adding the Calls Pane to any open folder103Adding the Phonebook Pane to the Call Monitor folder103Using Index buttons to find items quickly103Locking the current folder in place104Managing folders and items104Using commands in folders104Managing items in folders104Dragging and dropping voice messages to other applications109Printing items in folders109Organizing items in folders109Viewing folders in the Folder List109Private and public folders110Managing folders110Viewing public folders111Managing the Deleted folder111Sharing folders112Viewing shared folders113Deleting shared items113Using the audio controls114Importing and exporting TeleVantage items115Using Personal Statuses123About personal statuses124The Personal Status button in the status bar125Using predefined personal statuses125Selecting a personal status127Modifying a personal status128Creating a custom personal status128The Personal Statuses folder131Personal status and your active settings131Changing your active settings132Active settings hierarchy134Personal status defaults134Setting personal status defaults135Changing the personal status of another user136Using the Extensions List137Viewing TeleVantage extensions138Extensions folder tabs139Extensions folder columns139Placing calls to an extension141Sending an instant message to an extension141Using instant messaging142Configuring instant messaging options142Disabling instant messaging142Changing another user’s personal status142Exporting the Extensions list142Receiving and Handling Calls in ViewPoint143Using the Call Monitor folder144Automatically sorting new calls144Call Monitor folder tabs145Call Monitor folder panes147Call Monitor folder columns147Displaying the Call Monitor folder automatically147Selecting and acting on a call in the Call Monitor folder148Call ownership148Double-clicking calls149Commands while a call is ringing149Taking the call149Sending the call to voicemail149Grabbing and holding the call150Transferring a call without talking to the caller first150Commands while you’re on a call151Putting a call on hold151Transferring a call152Recording a call154Playing recorded audio into a call155Associating a call with a contact156Parking a call157Unparking a call157Sending a call to voicemail157Muting a call158Playing a caller's name158Disconnecting a call while staying on the phone158Entering an account code for a call158Viewing a call’s history159Adding notes to a call159Preventing certain calls from ringing your phone159Incoming call indicators160Sharing your Call Monitor folder161Viewing shared calls161Placing Calls in ViewPoint163Placing a call164Placing calls using the Dial bar164Using the Place Call To dialog box165Quick-dialing from ViewPoint folders168Camping on a busy user’s extension169Placing calls using drag-and-drop169Placing calls by using other contact managers169Using dialing services170Entering phone numbers using various types of dialing service170Checking a number171Redialing numbers and returning calls172Displaying the Call Monitor when you place a call172Creating Windows shortcuts to speed-dial a number172Creating conference calls174Adding parties to a conference174Conferencing multiple active calls together175Muting individual conference parties175Transferring a conference call176Ending a conference call176Supervising other users’ calls176Using the TeleVantage or eyeBeam softphones177Managing Voice Messages in ViewPoint179About managing voice messages in ViewPoint180The Voicemail folder180Archiving voice messages and call recordings181Managing thousands of voice messages or call recordings181Listening to your voice messages and call recordings182Listening to a voice message as it is being left182Handling your voice messages182Forwarding a voice message182Replying to a voice message183Calling back the person who left a voice message184E-mailing a voice message184Playing a voice message into a call184Opening the contact record from a voice message184Deleting voice messages185Associating a voice message from “Unknown” with a contact185Marking a voice message Unheard185Marking a voice message Urgent or Private186Adding notes to a voice message186Moving a voice message to another application186Managing call recordings186Sharing your voice messages187Managing your voicemail quota187Setting a maximum length for your voice messages187Sending a message directly to a user’s voicemail188Knowing when you have new messages189System tray button189Number in navigation pane189Stutter dial tone190Message waiting light190New message sound190E-mail, pager, and call notifications190Scheduling notifications193Managing greetings196The Greetings folder197Greeting hierarchy198Recording a new greeting198E-mailing a greeting198Playing a greeting into a call199Using the Call Log Folder201The Call Log folder202Call Log folder filters202Call Log folder columns202Viewing call details205Searching for Call Log entries207Viewing a call’s history208Taking notes on a Call Log entry208Associating a call from “Unknown” with a contact208Returning a call in the Call Log folder208Entering an account code for a Call Log entry209Opening the contact record from a contact’s call209Listening to a recorded call from the Call Log209Sharing the Call Log210Reporting on the Call Log210Exporting the Call Log210Call Forwarding and Routing Lists213About call forwarding and routing lists214Call forwarding and Where I Am214Forwarding calls215Forwarding calls by using the telephone commands215Forwarding calls in ViewPoint215Receiving forwarded ACD workgroup calls218Placing calls at another user’s extension218Call forwarding and voicemail218Forwarding calls over Centrex or PBX trunks218Using routing lists219The Routing Lists folder220Creating a new routing list222Handling busy station calls differently than calls not answered226Routing calls to workgroups226Using greetings with routing list final actions227Managing Contacts and Workgroups229About contact management and TeleVantage230The Contacts folder230Using contacts folders230Private and public contacts231Changing double-click behavior231Using the Index buttons for quick access231Searching for contacts231Managing contacts232Entering a new contact232Placing calls to your contacts235Sharing your contacts235Teaching TeleVantage to recognize your contacts235Identifying contacts by name236Associating a call or Caller ID number with a contact237Understanding name and number on Caller ID239Using contact PINs for guaranteed recognition240Opening contacts from within other folders240Using contacts in another contact manager241Using the TeleVantage Contact Manager Assistant241Importing contacts from other contact managers into TeleVantage241Using workgroups242Personal and public workgroups243The Workgroups folder243Creating a workgroup243Having a workgroup appear as an Extensions tab244Using Call Rules247About call rules248Call Rules overview248Examples of how you can use call rules249The Call Rules folder249Creating a new call rule250Combining caller and schedule conditions251Setting caller conditions251Setting schedule conditions252Selecting how a call rule handles a call254Enabling or disabling a call rule254Choosing the priority of a call rule255How TeleVantage resolves call rule setting conflicts255Ignoring all call rules256Customizing ViewPoint257About customizing ViewPoint258Guide to the Options dialog box258Customizing telephone behavior261Specifying your phone type261Recording a voice title261Changing the language of telephone command prompts262Customizing or turning off call announcing262Customizing or turning off call waiting264Displaying Caller ID on a phone264Turning ringback for calls on hold on and off265Changing your personal Operator265Customizing your listing in the dial-by-name directory265Customizing how long your phone rings266Changing ring patterns267Enabling and disabling hands-free answering267Enabling and disabling voice-first answering268Customizing your hold music268Configuring a digital feature phone269Customizing incoming call behavior272Customizing ISDN outbound Caller ID273Customizing SIP accounts275Customizing voice message behavior276Turning off stutter dial tone276Enabling a message waiting light276Setting voice message playback order276Playing a sound when a new message arrives276Customizing ViewPoint for Operators277Customizing the ViewPoint display278Showing or hiding ViewPoint window elements278Defining double-click behavior in the Contacts folder278Customizing columns278Changing the font of a ViewPoint folder280Changing how names are displayed280Hiding and showing toolbar buttons in a folder280Enhancing ViewPoint with Add-ins281Managing Add-ins281Using the Reverse Phone Number Lookup sample Add-in282Using the Desktop Alert Add-in282Using the TeleVantage Instant Messaging Add-in284Other customization options285Telephone Commands Quick Reference289Call announcing commands289Call handling commands290Quick call commands291Quick call commands for call center agents293Voicemail/Account menu294Logging on294Logging on from a remote location294Voicemail/Account menu commands295Working as an Agent in a Call Center Queue297Whether this chapter applies to you298Starting and ending your shift, and taking breaks298Starting your shift298Ending your shift299Taking a break299What call center agents need to know to get the job done299Working at different phones300Signing in and out of a queue301To sign in or out of a queue301Seeing whether you are signed in or out of a queue301Receiving and handling queue calls302Viewing your position in the queue302Being monitored or coached by a supervisor302Using the Call Monitor tabs303Wrap-up time304Viewing queue activity304Placing calls from a queue304Determining whom you are calling as305Popping up caller information305Working remotely305Supervising a Call Center Queue307About supervising queues in ViewPoint308Exempting supervisors from receiving queue calls308Viewing current queue calls308Monitoring queue statistics309Viewing queue statistics in the Queue Monitor folder309When statistics are reset318When statistics are refreshed318About agents’ personal status and state319Monitoring the position of agents in the queue319Monitoring queue statistics using the phone322Supervising other agents’ calls322Viewing when agents are being monitored323Managing agents’ status324Signing agents in or out of a queue324Changing an agent’s personal status325Managing a queue’s voice mailbox326Managing queue voice messages on the telephone326Working as an Agent in an ACD Workgroup327About participating in an ACD workgroup328Use of the TeleVantage ViewPoint328Marking yourself ready and unavailable328Using the Call Monitor329Receiving a call329Placing ACD workgroup calls330Taking a break330Listening to the ACD workgroup’s voicemail330Viewing the ACD workgroup’s contacts and Call Log330Using the TeleVantage Archived Recording Browser331Running the Archived Recording Browser331Searching for recordings332Starting a new search332Saving your current search338Loading a saved search338Managing individual recordings338Acting on archived call recordings339Checking the archive for missing audio files341Purging archived recordings341Importing a recording archive from TeleVantage 6.x342Using the TeleVantage H.323 SoftPhone343About the TeleVantage H.323 SoftPhone344Recommended USB phones344SoftPhone requirements345Defining the TeleVantage SoftPhone as your external station345Using the TeleVantage SoftPhone346Starting the TeleVantage SoftPhone346Showing the SoftPhone keypad window347Placing a call with the SoftPhone347Exiting the SoftPhone347Configuring the TeleVantage SoftPhone347Adjusting microphone and speaker volume348Setting preferences348Setting call restrictions348Keeping the keypad window always on top349Using the stand-alone SoftPhone349Configuring the stand-alone SoftPhone349SoftPhone notes350Using the CounterPath SIP softphones351About the CounterPath SIP softphones352About the eyebeam SIP softphone352Recommended USB phones353Before installing the eyeBeam softphone353Installing and configuring the eyeBeam SIP softphone354Launching the eyeBeam softphone356Using CounterPath SIP softphones with TeleVantage358Logging On with Command-Line Switches361Using the /station command362Reporting Problems363Using the Problem Report Wizard363Reporting a problem that involves a specific call364Reporting other problems364Index365Symbols365Numerics365A365B366C366D370E370F371G371H372I372J372L372M372N373O373P373Q375R375S376T376U377V377W378Size: 4.76 MBPages: 378Language: EnglishOpen manual
