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USING TELEVANTAGE
TELEVANTAGE 7.5
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COPYRIGHT © 2006 Vertical Communications, Inc. All rights reserved. This manual and the software described in it are copyrighted with all rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system or translated into any language in any form by any means without the written permission of Vertical Communications, Inc. Portions © 1999, Microsoft Corporation. All rights reserved. TRADEMARKS Vertical Communications, Inc. and the Vertical C
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3. Neither the name of the Politecnico di Torino, CACE Technologies nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. Vertical Communications, Inc. One Memorial Drive Cambridge, MA 02142 #97-6603B Edition 7.5 July 2006
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Getting Started Chapter 1. Introducing TeleVantage ................................................1-1 About TeleVantage ...............................................................................1-2 Accessing TeleVantage ........................................................................1-2 Using the telephone .......................................................................... 1-2 Using the TeleVantage ViewPoint application.................................. 1-3 Using TeleVantage
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Chapter 4. Answering and Handling Calls on the Phone ..............4-1 About answering and handling calls on the phone ............................... 4-2 Using the Flash button on your phone.............................................. 4-2 Answering TeleVantage calls ............................................................... 4-2 Call announcing................................................................................. 4-2 Call waiting ................................................
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Managing your greetings................................................................... 5-8 Available space for greetings............................................................ 5-8 Forwarding your calls using the phone .................................................5-9 Turning call forwarding on................................................................. 5-9 Turning call forwarding off................................................................. 5-9 Checking your call forwardi
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Using ViewPoint Chapter 8. Using TeleVantage ViewPoint .......................................8-1 About TeleVantage ViewPoint.............................................................. 8-2 Using ViewPoint in Spanish, German, French Parisian or French Canadian .................................................................................... 8-2 Using ViewPoint from any web browser ............................................... 8-2 Logging on to ViewPoint...................................
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Viewing public folders...................................................................... 8-23 Managing the Deleted folder........................................................... 8-23 Sharing folders....................................................................................8-24 Viewing shared folders.................................................................... 8-25 Deleting shared items ..................................................................... 8-25 Using the aud
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Selecting and acting on a call in the Call Monitor folder..................... 11-6 Call ownership................................................................................. 11-6 Double-clicking calls ....................................................................... 11-7 Commands while a call is ringing ....................................................... 11-7 Taking the call ................................................................................ 11-7 Sending the call to
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Adding parties to a conference ..................................................... 12-12 Conferencing multiple active calls together .................................. 12-13 Muting individual conference parties............................................. 12-13 Transferring a conference call....................................................... 12-14 Ending a conference call............................................................... 12-14 Supervising other users’ calls ...................
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The Greetings folder......................................................................13-19 Greeting hierarchy.........................................................................13-20 Recording a new greeting .............................................................13-20 E-mailing a greeting ......................................................................13-20 Playing a greeting into a call .........................................................13-21 Chapter 14. Using the Ca
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Using greetings with routing list final actions ................................ 15-15 Chapter 16. Managing Contacts and Workgroups .......................16-1 About contact management and TeleVantage....................................16-2 The Contacts folder.............................................................................16-2 Using contacts folders..................................................................... 16-2 Private and public contacts .................................
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How TeleVantage resolves call rule setting conflicts...................... 17-9 Ignoring all call rules......................................................................... 17-10 Chapter 18. Customizing ViewPoint..............................................18-1 About customizing ViewPoint ............................................................. 18-2 Guide to the Options dialog box...................................................... 18-2 Customizing telephone behavior ................
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Using the TeleVantage Instant Messaging Add-in ....................... 18-28 Other customization options..............................................................18-29 Appendices Appendix A. Telephone Commands Quick Reference.................. A-1 Call announcing commands................................................................. A-1 Call handling commands...................................................................... A-2 Quick call commands......................................
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Monitoring queue statistics .................................................................. C-3 Viewing queue statistics in the Queue Monitor folder...................... C-3 When statistics are reset................................................................ C-12 When statistics are refreshed......................................................... C-12 About agents’ personal status and state........................................ C-13 Monitoring the position of agents in the queue ...
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SoftPhone requirements ...................................................................F-3 Defining the TeleVantage SoftPhone as your external station............. F-3 Using the TeleVantage SoftPhone....................................................... F-4 Starting the TeleVantage SoftPhone ................................................F-4 Showing the SoftPhone keypad window...........................................F-5 Placing a call with the SoftPhone....................................
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Getting Started
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