Vertical Communications TeleVantage TeleVantage 7.5 Bedienungsanleitung Seite 1

USING TELEVANTAGETELEVANTAGE 7.5

USING TELEVANTAGESelecting and acting on a call in the Call Monitor folder...11-6Call ownership...

8-12 USING TELEVANTAGEThe status barThe status bar is located at the bottom of ViewPoint window. The status bar gives you quick access to the followin

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-13Locking ViewPoint window elementsYou can lock the layout of your ViewPoint so that you don’t accidentally r

8-14 USING TELEVANTAGEWorking in multiple foldersYou can have several folders open at once by opening each folder in its own window. To open a folder

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-15Adding the Calls Pane to any open folderThe Calls Pane contains the same information that appears in the Ca

8-16 USING TELEVANTAGELocking the current folder in placeYou can lock ViewPoint to the folder that is currently displayed, so that it cannot be switch

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-17Creating items You can create all types of TeleVantage items, such as greetings and call rules, in any fold

8-18 USING TELEVANTAGEcall rule, the item is permanently and irretrievably removed from your computer. You cannot recover it after you delete it.3. Cl

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-19Dragging and dropping itemsYou can drag and drop one item onto another item to perform actions such as maki

8-20 USING TELEVANTAGEContact Call Conferences the contact’s default number with the callOpens the Conference dialog boxEmpty Call MonitorPlaces a cal

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-21Dragging and dropping voice messages to other applicationsYou can drag-and-drop a voice message from ViewPo

CONTENTSAdding parties to a conference ... 12-12Conferencing multiple active calls together ...

8-22 USING TELEVANTAGEPrivate and public foldersViewPoint displays the following types of folders in the Folder List section of the Navigation pane:Q

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-23Viewing public foldersPublic folders contain items that all TeleVantage users can view and use. For example

8-24 USING TELEVANTAGESharing folders___________________________________________You can share folders, and any folders within them, with other TeleVan

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-254. Click Add. The selected users are moved to the Share with these users list.5. To change the access level

8-26 USING TELEVANTAGEUsing the audio controls___________________________________TeleVantage’s audio controls make it easy to create recordings and li

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-27Importing and exporting voice filesTo import or export a voice file, use the buttons on the recording contr

8-28 USING TELEVANTAGETo import contacts from a .CSV file1. Choose File > Import and Export. The Import and Export Wizard opens.2. Select Import Co

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-29contacts can be identified when they call. For more information, see “Teaching TeleVantage to recognize you

8-30 USING TELEVANTAGENote: When text is imported from a .CSV file, a comma in the text breaks the text between fields unless the text is within quota

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-31Exporting the Extensions listYou can export the Extensions list to a .CSV file for use in other application

USING TELEVANTAGEThe Greetings folder...13-19Greeting hierarchy...

8-32 USING TELEVANTAGEExporting the Call LogYou can export your Call Log to a .CSV file that can be read and analyzed in a spreadsheet program such as

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-33Result codes when exporting the Call LogWhen the Call Log is exported, the Result field appears as a code.

CHAPTER 9CHAPTER 9USING PERSONAL STATUSESCHAPTER CONTENTSAbout personal statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

9-2 USING TELEVANTAGEAbout personal statuses___________________________________Your personal status lets your colleagues know where you are and what y

CHAPTER 9. USING PERSONAL STATUSES 9-3The Personal Status button in the status barThe status bar contains a button that shows your current personal st

9-4 USING TELEVANTAGEPredefined personal statuses (for call center queue agents)In addition to the predefined personal statuses shown in the previous

CHAPTER 9. USING PERSONAL STATUSES 9-5Notes for call center agents:Q You can make yourself available by selecting either Available or Available (Queue

9-6 USING TELEVANTAGESelecting a personal status on the phoneYou can select a personal status on the phone in the following ways:Q Log on and press 6

CHAPTER 9. USING PERSONAL STATUSES 9-7Custom personal statuses are identified in the Extensions list by .To create a custom personal status1. Choose

CONTENTSUsing greetings with routing list final actions ... 15-15Chapter 16. Managing Contacts and Workgroups ...

9-8 USING TELEVANTAGEQ Another location. Any other phone. Click . The Call Me at Another Location dialog box opens, where you can specify the number.

CHAPTER 9. USING PERSONAL STATUSES 9-9select the Out of the Office personal status, the dialog box opens and you can specify a different call forwardi

9-10 USING TELEVANTAGEChanging your active settingsYou can change your active settings in the following ways:Q Change each active setting individually

CHAPTER 9. USING PERSONAL STATUSES 9-11To change your active settings in the Active Settings dialog box1. Choose Tools > Active Settings. The Activ

9-12 USING TELEVANTAGEActive settings hierarchySeveral different TeleVantage features allow you to specify an active setting. For example, you can spe

CHAPTER 9. USING PERSONAL STATUSES 9-13Using the Where I Am default Where I Am specifies the phone that rings when you receive a call. The Where I Am

9-14 USING TELEVANTAGEChanging the personal status of another user _________________You can change the personal status of another TeleVantage user if

CHAPTER 10CHAPTER 10USING THE EXTENSIONS LISTCHAPTER CONTENTSViewing TeleVantage extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

10-2 USING TELEVANTAGEViewing TeleVantage extensions ____________________________You can see all TeleVantage extensions, along with information about

CHAPTER 10. USING THE EXTENSIONS LIST 10-3Extensions folder tabsThe Extensions folder contains tabs that display related groups of extensions. Click e

USING TELEVANTAGEHow TeleVantage resolves call rule setting conflicts... 17-9Ignoring all call rules...

10-4 USING TELEVANTAGEPersonal Status NameName of the user’s current personal status. For call center queues, this column displays the queue’s current

CHAPTER 10. USING THE EXTENSIONS LIST 10-5Placing calls to an extension _______________________________To place a call to an extension, double-click t

10-6 USING TELEVANTAGEUsing instant messagingTo initiate instant messaging with a user, right-click the user’s name in the Extensions list and choose

CHAPTER 11CHAPTER 11RECEIVING AND HANDLING CALLS IN VIEWPOINTUsing the Call Monitor folder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

11-2 USING TELEVANTAGEUsing the Call Monitor folder _______________________________In the TeleVantage ViewPoint, the Call Monitor folder is the visual

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-3To sort the Call Monitor automatically1. Choose Tools > Options. The Options dialog box o

11-4 USING TELEVANTAGEShowing, hiding, and reordering Call Monitor tabsTo show or hide individual Call Monitor tabs, as well as choose their order, do

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-5To change the All tab display format1. Choose Tools > Options. The Options dialog box app

11-6 USING TELEVANTAGETo display the Call Monitor folder automatically1. Choose Tools > Options. The Options dialog box opens.2. Click the ViewPoin

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-7Double-clicking calls Double-clicking in the Call Monitor folder has the following effects:Q

CONTENTSUsing the TeleVantage Instant Messaging Add-in ... 18-28Other customization options...

11-8 USING TELEVANTAGE3. Pick up your phone and listen to the message as it is being left. This is a one-way connection. The caller cannot hear you.4.

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-9Commands while you’re on a call ___________________________Once you are on an active call, y

11-10 USING TELEVANTAGENotesQ Use Actions > Hold instead of the Hold button on your phone. When on hold, callers hear music (if your system has mus

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-11Blind, supervised, and direct-to-voicemail transfersYou can transfer a call in one of the f

11-12 USING TELEVANTAGEQ Complete. The transfer is completed and the call disappears from your Call Monitor. You can also complete the transfer by han

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-13To play a call you just recorded1. Go to your Voicemail \ Inbox folder, or open another mai

11-14 USING TELEVANTAGETo play audio into a call from the Call Monitor1. Select the call and choose Actions > Insert Audio > Play Audio into Cal

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-15Parking a callParking a call puts a call on hold and lets any TeleVantage user retrieve it

11-16 USING TELEVANTAGEMuting a callWith TeleVantage you can mute a call even if your phone does not have a mute button. When muted, you can hear the

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-17You can also enter a (numeric-only) account code using the telephone commands. See “Enterin

USING TELEVANTAGEMonitoring queue statistics ... C-3Viewing queue statistics in the Que

11-18 USING TELEVANTAGEIncoming call indicators ___________________________________When you receive a call, the “ringing bell” button appears in the s

CHAPTER 11. RECEIVING AND HANDLING CALLS IN VIEWPOINT 11-19Sharing your Call Monitor folder ____________________________You can share your Call Monito

CHAPTER 12CHAPTER 12PPLACING CALLS IN VIEWPOINTCHAPTER CONTENTSPlacing a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

12-2 USING TELEVANTAGEPlacing a call ____________________________________________TeleVantage provides the following ways for you to place calls from V

CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-32. To specify an account code for the call, add a vertical bar character (|) after the number, followed by

12-4 USING TELEVANTAGETo create a new contact, click to open a new Contact dialog box. To edit the currently selected contact, press ALT and click

CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-54. If the Call Using field is present, select the dialing service to use when placing calls to this number.

12-6 USING TELEVANTAGEQuick-dialing from ViewPoint foldersIn certain ViewPoint folders you can quickly place calls by either right-clicking an item or

CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-7Camping on a busy user’s extensionIf you want to speak to another user as soon as they are off the phone, y

CONTENTSSoftPhone requirements ... F-3Defining the TeleVantage SoftPhone as your exter

12-8 USING TELEVANTAGEUsing dialing services_____________________________________Dialing services let you place external calls using different phone l

CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-9Entering an IP addressIf you selected an H.323 or SIP Internet dialing service in the Call Using field, use

12-10 USING TELEVANTAGE3. Select Use country code and area code dialing rules if you want TeleVantage to apply dialing rules that determine if a numbe

CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-11To create a speed dial shortcut1. Choose Tools > Speed Dial Shortcuts. The Speed Dial Shortcuts dialog

12-12 USING TELEVANTAGECreating conference calls __________________________________TeleVantage lets you easily conference multiple calls together. The

CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-135. Determine whether you want to add the new party to the conference. Then click one of the following:Q Co

12-14 USING TELEVANTAGETransferring a conference callYou can transfer a conference call, but not to the following destinations:Q An auto attendantQ Di

CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-15To supervise another user’s call using ViewPoint1. Select one of the following:Q A call in the Call Monito

CHAPTER 13CHAPTER 13MANAGING VOICE MESSAGES IN VIEWPOINTCHAPTER CONTENTSAbout managing voice messages in ViewPoint . . . . . . . . . . . . . . . . .

13-2 USING TELEVANTAGEAbout managing voice messages in ViewPoint ________________You can manage your voice messages and call recordings in the TeleVan

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-3The Voicemail folder contains three predefined folders:Q The Inbox folder. New voice messages app

13-4 USING TELEVANTAGEListening to your voice messages and call recordings __________To listen to a voice message or call recording, double-click it i

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-5You can also attach a recording of your own at the beginning of the forwarded message. For exampl

13-6 USING TELEVANTAGECalling back the person who left a voice messageYou can call back the person who left you a voice message by using the TeleVanta

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-7Deleting voice messagesBy default, messages in the Deleted folder that are older than three days

13-8 USING TELEVANTAGEMarking a voice message Urgent or PrivateYou can mark a voice message Urgent, Private, or both. Private messages cannot be forwa

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-9Sharing your voice messages ______________________________You can share your voice message folder

13-10 USING TELEVANTAGESending a message directly to a user’s voicemail ______________You can record a message and send it directly to the voicemail o

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-11Knowing when you have new messages _____________________New voice messages appear in the Inbox f

Getting Started

13-12 USING TELEVANTAGEStutter dial toneA dial tone that begins with a stutter indicates that you have unheard voice messages. To enable or disable st

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-133. Select one of the following notification options on the dropdown list:Q Do not send e-mail no

13-14 USING TELEVANTAGE4. In the Page using field, select the dialing service that you want TeleVantage to use to dial your pager. For more informatio

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-154. Click in the Number field to open the Notify Me via Call dialog box.5. From the Call Using

13-16 USING TELEVANTAGEEach schedule entry can be enabled or disabled, which gives your notification schedule adaptability and flexibility. For exampl

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-17the sales department and another for support. In the Business Hours dialog box under Name, selec

13-18 USING TELEVANTAGEOn the Holidays tab of the Custom Hours dialog box, click Add to specify individual calendar dates. When your custom hours are

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-19Greetings and personal statusYour greeting settings may be overridden if you apply a personal st

13-20 USING TELEVANTAGEThe personal status default greetingThe personal status default greeting is the greeting that is used whenever you select a per

CHAPTER 13. MANAGING VOICE MESSAGES IN VIEWPOINT 13-21Playing a greeting into a callTo play a greeting into a call, select the greeting in the Greetin

CHAPTER 14CHAPTER 14USING THE CALL LOG FOLDERCHAPTER CONTENTSThe Call Log folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

14-2 USING TELEVANTAGEThe Call Log folder________________________________________The Call Log folder contains a record of all incoming and outgoing ph

CHAPTER 14. USING THE CALL LOG FOLDER 14-3Column DescriptionIndicates incoming or outgoing calls, respectively. Called Direction in the Show Columns d

14-4 USING TELEVANTAGENotes Any notes associated with the call. Number On incoming calls, Caller ID name and number if available. On outgoing calls, t

CHAPTER 14. USING THE CALL LOG FOLDER 14-5Viewing call detailsYou can view more information about your calls by double-clicking a call in the Call Log

14-6 USING TELEVANTAGENote: The Call Details dialog box shows current information about the parties in the call, while the Call Log folder shows the i

CHAPTER 14. USING THE CALL LOG FOLDER 14-7Searching for Call Log entriesTo search for one or more Call Log entries, do the following:1. Click Tools &g

14-8 USING TELEVANTAGEViewing a call’s history ____________________________________By clicking History in the bottom pane and then selecting a call, y

CHAPTER 14. USING THE CALL LOG FOLDER 14-9contact’s phone numbers. You can also choose to call by using the Caller ID number of the call.Q Speed Dial.

CHAPTER 1CHAPTER 1INTRODUCING TELEVANTAGECHAPTER CONTENTS About TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

14-10 USING TELEVANTAGENote: The Notes pane contains a call recording note if the call was recorded automatically by a call center queue.To play a cal

Advanced TeleVantageFeatures

CHAPTER 15CHAPTER 15CALL FORWARDING AND ROUTING LISTSCHAPTER CONTENTSAbout call forwarding and routing lists . . . . . . . . . . . . . . . . . . . .

15-2 USING TELEVANTAGEAbout call forwarding and routing lists _______________________TeleVantage provides two ways of receiving your calls at a phone

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-3Forwarding calls _________________________________________Call forwarding causes your calls to ring

15-4 USING TELEVANTAGE3. Enter or select the number to dial in one of the following ways: Q Enter the number to which calls are forwarded in the Name/

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-5step), you should enter at least 30 seconds. If you enter less time, the call might be sent to your

15-6 USING TELEVANTAGEReceiving forwarded ACD workgroup callsIf you receive calls as part of an ACD workgroup, and you have forwarded those calls to a

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-7Using routing lists________________________________________A routing list is a series of phone numbe

1-2 USING TELEVANTAGEAbout TeleVantage________________________________________Vertical’s award-winning TeleVantage phone system integrates your teleph

15-8 USING TELEVANTAGECaller options while following a routing listWhen a routing list moves to the next action, TeleVantage can alert the caller and

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-9You cannot edit the Standard routing list. To have calls follow a different route, you must create a

15-10 USING TELEVANTAGECreating a new routing list1. Choose File > New > Routing List. The Routing List dialog box opens. Under Actions, the act

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-11page 15-2). Specify the length of time the phone should ring in the Ring duration field.Q Call me a

15-12 USING TELEVANTAGEYou can select one of your greetings or System menu to try the next location, which offers the caller options (see “Caller opti

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-139. Check Active routing list for this extension if you want to make this routing list your active r

15-14 USING TELEVANTAGEHandling busy station calls differently than calls not answeredYou can optionally specify two final actions—one for situations

CHAPTER 15. CALL FORWARDING AND ROUTING LISTS 15-15See “Using workgroups” on page 16-14 for instructions on creating a workgroup. To route calls to a

15-16 USING TELEVANTAGEIf you select a specific greeting under Play greeting, that greeting overrides the active greeting and plays to all callers who

CHAPTER 16CHAPTER 16MANAGING CONTACTS AND WORKGROUPSCHAPTER CONTENTSAbout contact management and TeleVantage . . . . . . . . . . . . . . . . . . . . .

CHAPTER 1. INTRODUCING TELEVANTAGE 1-3Using the TeleVantage ViewPoint applicationTeleVantage ViewPoint gives you access to all of TeleVantage’s featur

16-2 USING TELEVANTAGEAbout contact management and TeleVantage__________________ViewPoint’s Contacts folder provides you with an online phone book of

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-3Private and public contactsIn TeleVantage, contacts can be private or public, as follows:Q Private co

16-4 USING TELEVANTAGEManaging contacts________________________________________You can manage your contacts using TeleVantage ViewPoint, or you can us

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-5Entering a contact's name and basic information1. Choose File > New > Contact. The Contact

16-6 USING TELEVANTAGE5. In the Preferred telephone prompts dropdown list, select the language that you want TeleVantage to use when it plays voicemai

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-7Recording a voice title for a contact1. In the Contacts folder, select the contact for whom you want

16-8 USING TELEVANTAGEThe benefits of having TeleVantage recognize contacts include:Q Their names appear in the Call Monitor while the phone is ringin

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-9To guarantee that TeleVantage recognizes contacts, regardless of the phone number from which they are

16-10 USING TELEVANTAGEFor example, the following illustration shows a voice message before association, showing “Unknown” as the caller.The next illu

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-11reverts it to being identified as from that contact.To create a new contact directly from this dialo

1-4 USING TELEVANTAGEFeature comparison table __________________________________The following table shows the major features that are available in Tel

16-12 USING TELEVANTAGEoffice’s PBX system uses a random trunk for all outgoing calls. The Caller ID name, however, remains constant, so you should us

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-13Using contacts in another contact manager___________________If you make extensive use of another TAP

16-14 USING TELEVANTAGEImporting contacts into TeleVantageSee “Importing and exporting TeleVantage items” on page 8-27.Using workgroups ______________

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-15Personal and public workgroupsGenerally, the workgroups you will create in TeleVantage are personal

16-16 USING TELEVANTAGE2. Choose File > New > Workgroup. The Workgroup dialog box opens.3. Enter a Name for the workgroup and any Notes to descr

CHAPTER 16. MANAGING CONTACTS AND WORKGROUPS 16-17You can also choose to show a tab for any other personal workgroups or any other public workgroup.To

CHAPTER 17CHAPTER 17USING CALL RULESCHAPTER CONTENTSAbout call rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

17-2 USING TELEVANTAGEAbout call rules __________________________________________TeleVantage call rules enable you to handle specific incoming calls d

CHAPTER 17. USING CALL RULES 17-3Examples of how you can use call rulesQ Calls from your “Friends” workgroup can follow a routing list that tries you

CHAPTER 1. INTRODUCING TELEVANTAGE 1-5TeleVantage documentation________________________________TeleVantage provides documentation in several easy-to-a

17-4 USING TELEVANTAGECreating a new call rule____________________________________The following procedure explains how to create a call rule. Be sure

CHAPTER 17. USING CALL RULES 17-5Combining caller and schedule conditionsWhen you create a call rule, you can specify only caller conditions, only sch

17-6 USING TELEVANTAGESetting schedule conditionsTo make the call rule active during certain dates or times only, check Calls at certain dates or time

CHAPTER 17. USING CALL RULES 17-7Specifying custom hoursIf you selected During custom hours as your schedule condition, use the following procedures t

17-8 USING TELEVANTAGE5. If you select Partial day, enter the Active hours for the day. 6. Click OK when you are finished setting the schedule. Select

CHAPTER 17. USING CALL RULES 17-9Choosing the priority of a call rule __________________________TeleVantage handles incoming calls according to the pr

17-10 USING TELEVANTAGEIgnoring all call rules ______________________________________If you create routing lists and call rules, TeleVantage handles y

CHAPTER 18CHAPTER 18CUSTOMIZING VIEWPOINTCHAPTER CONTENTSAbout customizing ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

18-2 USING TELEVANTAGEAbout customizing ViewPoint_______________________________You can customize ViewPoint and your TeleVantage account to suit the w

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-3\ Call Announcing Announce who the call is for“The “call for” announcing prompt” on page 7-3Screen and announce

1-6 USING TELEVANTAGE* Administering TeleVantage and the TeleVantage Call Center Administrator’s Guide are combined into a single HTML book called Adm

18-4 USING TELEVANTAGE\ E-Mail Notification“Setting up e-mail notification” on page 13-12\ Pager Notification “Setting up pager notification” on page

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-5Customizing telephone behavior____________________________The options described in this section allow you to cus

18-6 USING TELEVANTAGEYou have a limited amount of space for your voice title, your contacts’ voice titles, your greetings, and recorded conversations

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-7Q External. Calls from external callers who choose your extension from an auto attendant or are transferred to y

18-8 USING TELEVANTAGECustomizing or turning off call waitingWith call waiting turned off, incoming calls that arrive while you are on the phone go di

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-9Turning ringback for calls on hold on and offIf you hang up with one or more calls on hold or parked, TeleVantag

18-10 USING TELEVANTAGETo customize your dial-by-name listing1. Choose Tools > Options. The Options dialog box opens.2. On the Personal tab, unchec

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-11Changing ring patternsYou can change how your phone rings when you receive an incoming call. You can set differ

18-12 USING TELEVANTAGEEnabling and disabling voice-first answeringFor an overview of voice-first answering, see “Receiving internal intercom calls wi

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-13Configuring a digital feature phone__________________________If your station is supported digital feature phone

CHAPTER 1. INTRODUCING TELEVANTAGE 1-7To access the HTML books without ViewPoint or the Administrator, open the following files, located by default in

18-14 USING TELEVANTAGEQ Pickup answers a ringing SDN. If checked, when an SDN rings, picking up the phone connects you immediately to the call. If un

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-15Q Speed Dial. Click the button in the Parameter column to open the Speed Dial dialog box. Select or enter the n

18-16 USING TELEVANTAGECustomizing incoming call behavior _________________________You can set various call alert behaviors to occur when you receive

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-17Note: With “For all incoming calls” selected, a half-selection mark indicates that the option is selected in an

18-18 USING TELEVANTAGErequirement, because some institutions have the right to read blocked Caller ID, for example emergency services and 800-numbers

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-19Customizing SIP accounts_________________________________If your system is configured to place Voice-over-IP (V

18-20 USING TELEVANTAGECustomizing voice message behavior________________________You can customize use of stutter dial tone, the message waiting light

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-21Customizing ViewPoint for Operators________________________If you are an Operator user, you can use the followi

18-22 USING TELEVANTAGECustomizing the ViewPoint display __________________________You can customize your ViewPoint display in any of the following wa

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-23To show or hide columns in a ViewPoint folder:1. Choose View > Current View > Show Columns. You can also

18-24 USING TELEVANTAGEKeeping columns in view when you scroll horizontallyIn any folder you can drag a vertical lock line to a column division, so th

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-25Enhancing ViewPoint with Add-ins__________________________Add-ins are custom executable (.exe) files or Dynamic

18-26 USING TELEVANTAGEuncheck Enabled.To view or change options for an Add-in, click it, then click Options.3. When you are done adding Add-ins, clic

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-27Customizing the Desktop Alert Add-inTo customize the alert behavior for new calls and voice messages, choose To

18-28 USING TELEVANTAGEQ Limit the number of simultaneous alerts to __. Check and enter the maximum number of alert windows that you want open on the

CHAPTER 18. CUSTOMIZING VIEWPOINT 18-29Other customization options _______________________________The following table refers you to customization opti

Appendices

APPENDIX AAPPENDIX ATELEPHONE COMMANDS QUICK REFERENCECHAPTER CONTENTSThis appendix provides a quick reference to the TeleVantage telephone commands.

CHAPTER 2CHAPTER 2RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETINGCHAPTER CONTENTSAbout creating your voice title and voicemail greeting . . . . . .

A-2 USING TELEVANTAGECall handling commands __________________________________As soon as you press Flash to put a call on hold, you will hear a contex

APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-3Quick call commands_____________________________________Pressing * at a dial tone gives you quick ac

A-4 USING TELEVANTAGE*19Test hold audio. Enter the ID number of a hold audio source to hear the audio exactly as callers on hold are hearing it. See y

APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-5Quick call commands for call center agentsThe following commands are available only for agents in a

A-6 USING TELEVANTAGEVoicemail/Account menu __________________________________The Voicemail/Account menu lets you listen to your voicemail, send messa

APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-7Voicemail/Account menu commandsNotesQ Option 7 is available only when logging on from an outside lin

A-8 USING TELEVANTAGEQ Option 4 3 reads the callback number to you. You can press 1 to dial it, or press 2 to dial other numbers such as the user&apos

APPENDIX BAPPENDIX BWORKING AS AN AGENT IN A CALL CENTER QUEUECHAPTER CONTENTSWhether this chapter applies to you . . . . . . . . . . . . . . . . . .

B-2 USING TELEVANTAGEWhether this chapter applies to you _________________________This chapter provides instructions for working as an agent in a Tele

APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-3Ending your shiftNote: Use this procedure at the end of your shift only. To take a break dur

COPYRIGHT© 2006 Vertical Communications, Inc. All rights reserved. This manual and the software described in it are copyrighted with all rights reserv

2-2 USING TELEVANTAGEAbout creating your voice title and voicemail greeting __________This chapter explains how to create your voice title, create you

B-4 USING TELEVANTAGEWorking at different phones ________________________________If you need to work at a phone other than your default station, or if

APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-5Signing in and out of a queue ______________________________You can be either signed in or s

B-6 USING TELEVANTAGEReceiving and handling queue calls _________________________You can receive and handle queue calls by using either the telephone

APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-7Having your calls recordedThe queue may be configured to record some or all of your queue ca

B-8 USING TELEVANTAGEWrap-up timeAfter you finish a queue call, you are given wrap-up time to complete any work relating to the call. During your wrap

APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-9To revert to placing calls as yourself, select yourself from the dropdown list.To place call

APPENDIX CAPPENDIX CSUPERVISING A CALL CENTER QUEUECHAPTER CONTENTSAbout supervising queues in ViewPoint . . . . . . . . . . . . . . . . . . . . . . .

C-2 USING TELEVANTAGEAbout supervising queues in ViewPoint ______________________This appendix describes the process of supervising a TeleVantage call

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-3Monitoring queue statistics ________________________________Agents who have the permission Monitor queu

CHAPTER 2. RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETING 2-3Recording your voicemail greeting__________________________Your voicemail greeting is

C-4 USING TELEVANTAGEThe Agents pane displays the information shown in the following table. Some columns may be hidden by default. To show them, choos

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-5Agent State Agent’s current level of availability to take calls from this queue. Note than an agent can

C-6 USING TELEVANTAGETime in State The length of time that the agent has been in the current state for this queue. Times are displayed in the followin

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-7Forced Break Number of times the queue has automatically placed the agent in On Break status for lettin

C-8 USING TELEVANTAGEThe Queue Statistics paneAt the bottom of the Queue Monitor folder, the Queue Statistics pane displays statistics for the queue a

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-9Agents on break Number of agents currently signed in and in the On Break personal status.Agents ready N

C-10 USING TELEVANTAGEAvg. talk time Length of the average time that callers spent talking with agents. Calls to voicemail Number of calls that went t

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-11Longest time* Length of the longest time by one call.Average time* Length of the average time over all

C-12 USING TELEVANTAGEWhen statistics are resetStatistics are reset to zero at the following times:Note: When a call overlaps a reset time, some stati

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-13About agents’ personal status and stateIt is important to distinguish between an agent’s personal stat

C-14 USING TELEVANTAGEThe following table shows how agent positions are calculated for each distribution algorithm. The descriptions apply separately

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-15Note: The distribution algorithms Longest idle, Fewest calls, Least talk time count inbound queue call

C-16 USING TELEVANTAGEMonitoring queue statistics using the phoneAgents who have permission to monitor queue statistics can hear the current statistic

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-17If the agent whose call you are supervising transfers the call to another party, or parks it and it is

C-18 USING TELEVANTAGEManaging agents’ status ___________________________________With supervisor permissions, agents can directly control the status o

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-193. Check or uncheck This agent is signed in.4. Click OK to close the Agent dialog box.5. Click OK to c

C-20 USING TELEVANTAGEManaging a queue’s voice mailbox __________________________Agents who have the permission Access queue mailbox set to View and E

APPENDIX DAPPENDIX DWORKING AS AN AGENT IN AN ACD WORKGROUPAPPENDIX CONTENTSAbout participating in an ACD workgroup . . . . . . . . . . . . . . . . .

D-2 USING TELEVANTAGEAbout participating in an ACD workgroup_____________________This appendix describes how agents participate in an ACD workgroup.Im

APPENDIX D. WORKING AS AN AGENT IN AN ACD WORKGROUP D-3Using the Call Monitor ____________________________________To use the Call Monitor to handle AC

Using the Telephone

D-4 USING TELEVANTAGEPlacing ACD workgroup calls_______________________________If you are an ACD workgroup agent and you place a call at your desk usi

APPENDIX EAPPENDIX EUSING THE TELEVANTAGE ARCHIVED RECORDING BROWSERThe TeleVantage Archived Recording Browser is a tool for listening to and managing

E-2 USING TELEVANTAGE2. Enter your archive user User Name and Password. These can be different than your TeleVantage user name and password—ask your s

APPENDIX E. USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E-32. Do one of the following:Q If your search only involves the criteria shown on the Ba

E-4 USING TELEVANTAGE4. When you are done specifying your search criteria on either tab, do any of the following:Q To execute the search, click Find N

APPENDIX E. USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E-5ReceivedTo limit your search to a specific time period, select this checkbox, and then

E-6 USING TELEVANTAGEEquals, Does not equalUse to search based on the exact contents of a field. For example, to search for recordings of calls from K

APPENDIX E. USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E-7LikeUse to search based on wildcard characters that represent one or more other charac

E-8 USING TELEVANTAGESaving your current searchThere are two ways to save your current search criteria in order to search using the same criteria at a

APPENDIX E. USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E-9The following information is displayed for each recording:Q . If , recording has been

E-10 USING TELEVANTAGEQ Enter a number in the Recordings text box at the top right of the Browser and press Enter to go to that entry in the list. Use

APPENDIX E. USING THE TELEVANTAGE ARCHIVED RECORDING BROWSER E-11Q Restore recording. Click on the toolbar to move the selected recording back to th

E-12 USING TELEVANTAGEThe Purge Archived Recordings dialog box opens:2. Specify the recordings that you want to delete from the archive. Selecting rec

APPENDIX FAPPENDIX FUSING THE TELEVANTAGE H.323 SOFTPHONECHAPTER CONTENTSAbout the TeleVantage H.323 SoftPhone. . . . . . . . . . . . . . . . . . . .

F-2 USING TELEVANTAGEAbout the TeleVantage H.323 SoftPhone ______________________The TeleVantage H.323 SoftPhone is included with TeleVantage ViewPoin

APPENDIX F. USING THE TELEVANTAGE H.323 SOFTPHONE F-3SoftPhone requirementsYour computer must have the following to run the TeleVantage SoftPhone: Q M

F-4 USING TELEVANTAGEUsing the TeleVantage SoftPhone ___________________________The following sections provide instructions for starting and using the

APPENDIX F. USING THE TELEVANTAGE H.323 SOFTPHONE F-5Showing the SoftPhone keypad windowTo display the SoftPhone keypad window, choose Tools > Soft

F-6 USING TELEVANTAGEAdjusting microphone and speaker volume1. Open the SoftPhone keypad window (see “Showing the SoftPhone keypad window” on page F-5

APPENDIX F. USING THE TELEVANTAGE H.323 SOFTPHONE F-74. Click Add and enter an IP address (typically the IP address of the TeleVantage Server's I

CHAPTER 3CHAPTER 3PLACING CALLS ON THE PHONECHAPTER CONTENTSAbout placing calls on the phone . . . . . . . . . . . . . . . . . . . . . . . . . . . .

F-8 USING TELEVANTAGESoftPhone notes _________________________________________The following notes pertain to using the TeleVantage SoftPhone:Q The Sof

APPENDIX GAPPENDIX GUSING THE COUNTERPATH SIP SOFTPHONESCHAPTER CONTENTSAbout the CounterPath SIP softphones . . . . . . . . . . . . . . . . . . . .

G-2 USING TELEVANTAGEAbout the CounterPath SIP softphones_______________________TeleVantage supports the following CounterPath Solutions, Inc. SIP sof

APPENDIX G. USING THE COUNTERPATH SIP SOFTPHONES G-3Important: If your system is configured to use only H.323-based Voip, the eyeBeam SIP softPhone wi

G-4 USING TELEVANTAGEInstalling and configuring the eyeBeam SIP softphone __________Use this procedure to install the eyeBeam softphone on your PC and

APPENDIX G. USING THE COUNTERPATH SIP SOFTPHONES G-54. Next, the Settings dialog box opens. Choose the SIP Accounts \ Add a New SIP Account \ Server t

G-6 USING TELEVANTAGE8. Click the SIP Accounts \ Add a New SIP Account \ Advanced tab and uncheck Send SIP keep alives.9. Click the Media \ Audio \ De

APPENDIX G. USING THE COUNTERPATH SIP SOFTPHONES G-71. Click Options to expand the Logon dialog box.2. Select one of the following under Use this phon

G-8 USING TELEVANTAGEUsing CounterPath SIP softphones with TeleVantage ___________This following table describes how eyeBeam and Pocket PC softphone f

APPENDIX G. USING THE COUNTERPATH SIP SOFTPHONES G-9 Auto ConferencingClick the eyeBeam phone’s AC button to enable or disable Auto-Conference. Combi

3-2 USING TELEVANTAGEAbout placing calls on the phone____________________________You can pick up a TeleVantage phone and place a call in the same way

G-10 USING TELEVANTAGE Flash The phone’s Flash button is not supported by TeleVantage. Pressing Flash puts the caller on hold, like with the Hold but

APPENDIX HAPPENDIX HLOGGING ON WITH COMMAND-LINE SWITCHESYou can add various switches to the command line that ViewPoint shortcut uses to start ViewPo

H-2 USING TELEVANTAGE/stationusage:forward corresponds to Use <this phone > to place and answer calls plus Forward my calls to this <phone>

APPENDIX IAPPENDIX IREPORTING PROBLEMSUsing the Problem Report Wizard___________________________If you experience a problem with one of the TeleVantag

I-2 USING TELEVANTAGEReporting a problem that involves a specific callIf you encountered a problem that involved a call, the best way to report the pr

I-1Symbols# (for options after leaving a voice message), 2-3#, to skip delay dialing extensions, 3-3"& others" in Call Log, 14-5* (to sk

USING TELEVANTAGE I-2agents (cont’d.)personal statuses for, 9-4placing on and off call, C-18signing in and out, B-2states, defined, C-5taking breaks,

I-3 INDEXcall announcing (cont’d.)commands for answering, A-1turning off, 18-6using with certain calls only, 18-6call centeragent availability, B-2age

USING TELEVANTAGE I-4call rules (cont’d.)examples of, 17-3how system resolves conflicts, 17-9ignoring all, 17-10ignoring when forwarding calls, 15-5ig

I-5 INDEXcalls, placing (cont’d.)to contacts, 12-3to extensions, 12-4to My Numbers, 12-4to voice mail, 3-4to workgroups, 12-4using dialing services, 1

CHAPTER 3. PLACING CALLS ON THE PHONE 3-3Dialing internal and external numbers _______________________Internal calls are calls to other TeleVantage ex

USING TELEVANTAGE I-6contacts (cont’d.)searching for, 16-3telephone prompt language for, 16-6Contacts folderadding as a pane in Call Monitor, 8-15A-Z

I-7 INDEXFF11 (return your last call), 12-10F12 (redial your last call), 12-10Favorite Folders list, 8-10faxes, disabling call waiting for, 3-6feature

USING TELEVANTAGE I-8HH.323 terminals. See Internet callshandling calls, table of commands, A-2handling calls. See callshands-free answeringenabling a

I-9 INDEXmessages. See voice mailMicrosoft Exchange Server, synchronizing with, 13-7Microsoft Outlook, 1-3mobile phones, issues with routing lists, 15

USING TELEVANTAGE I-10personal status (cont’d.)changing another user’s, 9-14changing yours. See personal statuses/selectingcreating custom, 9-6in call

USING TELEVANTAGE I-11prompts (cont’d.)to accept or decline forwarded calls, 15-5to callers following routing lists, 15-11 See also telephone commands

USING TELEVANTAGE I-12Sschedulingcall rules, 17-6notifications of voice mail, 13-15screening callswith call announcing, 4-2with ViewPoint, 11-7screeni

USING TELEVANTAGE I-13telephone commands (cont’d.)tablescall announcing commands, A-1call handling commands, A-2personal status selection, A-8quick ca

USING TELEVANTAGE I-14voice mail (cont’d.)folders, 13-2for ACD workgroups, D-4forwarding using the phone, 5-5forwarding using ViewPoint, 13-4from call

3-4 USING TELEVANTAGEIf you hear one of the previous prompts, enter the account code followed by #. If you hear the double beep, you can press # to us

CHAPTER 3. PLACING CALLS ON THE PHONE 3-5Placing calls while you are already on a call __________________You can put calls on hold and place a new cal

3. Neither the name of the Politecnico di Torino, CACE Technologies nor the names of its contributors may be used to endorse or promote products deriv

3-6 USING TELEVANTAGEDisabling call waiting for a callDisabling call waiting is useful if you are using your extension to send faxes or to connect to

CHAPTER 3. PLACING CALLS ON THE PHONE 3-7Requirements for receiving a page or intercom callIn order to receive a page or intercom call, the receiving

CHAPTER 4CHAPTER 4ANSWERING AND HANDLING CALLS ON THE PHONECHAPTER CONTENTSAbout answering and handling calls on the phone . . . . . . . . . . . . . .

4-2 USING TELEVANTAGEAbout answering and handling calls on the phone _____________This chapter explains how to answer calls at your TeleVantage phone,

CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-3Q Press 3 to send the call to voicemail and monitor the message being left. The call is sent t

4-4 USING TELEVANTAGEMultiple calls waitingDepending on how your system is set up, you may have one or more calls waiting before the next caller goes

CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-5To disable hands-free answering, press Flash to go to dial tone, then press *10. You hear “Han

4-6 USING TELEVANTAGEUnlike with hands-free answering (see the previous section), voice-first answering occurs only for internal callers. All external

CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-7Call-handling commandsWhen you press Flash to put a call on hold, you hear a menu of call-hand

CONTENTSGetting StartedChapter 1. Introducing TeleVantage...1-1About TeleVantage ...

4-8 USING TELEVANTAGETransferring a callYou can transfer a call to another TeleVantage extension or an external phone number in one of the following w

CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-9About the transfer ring delayWhen you transfer a call using the telephone commands and don’t h

4-10 USING TELEVANTAGECreating a conference callYou can create a conference call in the following ways:Q By adding partiesQ By connecting separate cal

CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-11Unparking a callTo retrieve a parked call:1. Pick up any TeleVantage extension and dial *92.2

4-12 USING TELEVANTAGEWith a digital feature phone you can do the following:Q Use line appearances to handle multiple calls simultaneously, and share

CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-13Example: An administrative assistant has an SDN mapped to her boss’s phone. When a call to th

CHAPTER 5CHAPTER 5MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONECHAPTER CONTENTSAbout managing your account on the phone . . . . . . . . . . . .

5-2 USING TELEVANTAGEAbout managing your account on the phone __________________When you log on to your account, you hear the Voicemail / Account menu

CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-3Knowing when you have new voice messagesTeleVantage can alert you in the following wa

USING TELEVANTAGEChapter 4. Answering and Handling Calls on the Phone ...4-1About answering and handling calls on the phone ...

5-4 USING TELEVANTAGEListening to and managing your voicemail ____________________To listen to your voice messages, log on and press 1. This plays the

CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-5Deleting and undeleting messagesTo delete a message, press 3 during or after the mess

5-6 USING TELEVANTAGECalling back a voice messageWhen you call back a voice message, TeleVantage places a call to the extension or external phone numb

CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-7After you record a message, you can use the commands shown in the next table.Note: If

5-8 USING TELEVANTAGEManaging your greetingsTo manage your greetings using the telephone commands, log on and press 4. TeleVantage plays each of your

CHAPTER 5. MANAGING VOICEMAIL AND YOUR ACCOUNT WITH THE PHONE 5-9Forwarding your calls using the phone ______________________You can use the telephone

5-10 USING TELEVANTAGESending your calls straight to voicemail with Do Not Disturb _____You can use send all your incoming calls directly to voicemail

CHAPTER 6CHAPTER 6USING TELEVANTAGE WITH A REMOTE PHONECHAPTER CONTENTSAbout using TeleVantage with a remote phone . . . . . . . . . . . . . . . . . .

6-2 USING TELEVANTAGEAbout using TeleVantage with a remote phone_________________A remote phone is any phone that is not wired to a station port on th

CHAPTER 6. USING TELEVANTAGE WITH A REMOTE PHONE 6-3Feature Remote Number External Station Internal StationCell phone, home phone, legacy PBX stationI

CONTENTSManaging your greetings... 5-8Available space for greetings...

6-4 USING TELEVANTAGELog on to ViewPointSpecify remote numberSpecify station numberSpecify station numberCheck voicemail, change all ViewPoint setting

CHAPTER 6. USING TELEVANTAGE WITH A REMOTE PHONE 6-5Tips for all remote phone use ______________________________The following sections apply to all re

6-6 USING TELEVANTAGELogging on to TeleVantage from a remote numberLogging on to TeleVantage connects you to the Voicemail / Account menu, from which

CHAPTER 6. USING TELEVANTAGE WITH A REMOTE PHONE 6-7NotesQ Using ViewPoint, you can password-protect your forwarded calls so that you must enter your

6-8 USING TELEVANTAGEUsing redial and other quick call commands when logged in After logging on from a remote phone, you can use any quick-call teleph

CHAPTER 6. USING TELEVANTAGE WITH A REMOTE PHONE 6-9Using ViewPoint remotely with a phoneHow you use ViewPoint with a remote phone depends on whether

6-10 USING TELEVANTAGEImitating a station at a remote numberWhen you work from a remote number, you can have TeleVantage imitate a station on calls ro

CHAPTER 6. USING TELEVANTAGE WITH A REMOTE PHONE 6-11There are two types of external stations:Q An IP phone. IP phones configured as external stations

6-12 USING TELEVANTAGEUsing ViewPoint with an external stationViewPoint treats external stations just like regular internal stations. You can use View

CHAPTER 6. USING TELEVANTAGE WITH A REMOTE PHONE 6-13Q Intel PBX-IP Media Gateway. Choose for stations connected to an Intel PBX-IP Media Gateway. Q U

USING TELEVANTAGEUsing ViewPointChapter 8. Using TeleVantage ViewPoint ...8-1About TeleVantage ViewPoint...

6-14 USING TELEVANTAGEConfiguring a SIP phoneIf you have a SIP phone external station, you can configure its behavior and customize your SIP URI, as f

CHAPTER 6. USING TELEVANTAGE WITH A REMOTE PHONE 6-156. Check Disconnect when idle to have TeleVantage hang up the trunk call immediately whenever a c

CHAPTER 7CHAPTER 7SHARING STATIONSCHAPTER CONTENTSAbout sharing stations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7-2 USING TELEVANTAGEAbout sharing stations ____________________________________In TeleVantage you can share your internal or external station (teleph

CHAPTER 7. SHARING STATIONS 7-3Finding out who is currently logged in at a stationTo find out who is currently logged in at a station, pick up the sta

Using ViewPoint

CHAPTER 8CHAPTER 8USING TELEVANTAGE VIEWPOINTCHAPTER CONTENTSAbout TeleVantage ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CONTENTSViewing public folders... 8-23Managing the Deleted folder...

8-2 USING TELEVANTAGEAbout TeleVantage ViewPoint_______________________________The TeleVantage ViewPoint application provides a central place to manag

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-3Logging on to ViewPoint __________________________________To use ViewPoint, you must log on using a valid Te

8-4 USING TELEVANTAGEUsing ViewPoint with a different phone or ServerBy clicking Options in the ViewPoint Logon dialog box, you can change the followi

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-5If you forget your own station ID, you can enter 0 for the Station ID, click OK, then in the next window sel

8-6 USING TELEVANTAGE4. Under Number, make sure that the number is correct. The display bar shows the number as TeleVantage will dial it after applyin

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-7If you choose this option, you can also select Forward my calls to this station / number to receive calls to

8-8 USING TELEVANTAGEAbout the Welcome Wizard If you are a new user, the Welcome Wizard starts automatically when you log on to TeleVantage ViewPoint.

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-9Elements of the ViewPoint window_________________________________________ViewPoint window contains the follo

8-10 USING TELEVANTAGEThe navigation paneThe navigation pane, on the left side of the ViewPoint window, gives you point-and-click access to ViewPoint’

CHAPTER 8. USING TELEVANTAGE VIEWPOINT 8-11Using the navigation barClick an entry in the navigation bar to go to that folder and gain access to other