Vertical TeleVantage 7.5 User Manual
USING TELEVANTAGE
TELEVANTAGE 7.5
COPYRIGHT
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Vertical Communications, Inc.
One Memorial Drive
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#97-6603B Edition 7.5 July 2006
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 ViewPoint Web Access.....................................1-3
Using the TAPI Service Provider and the CMA................................ 1-3
Feature comparison table .....................................................................1-4
Getting technical support ......................................................................1-4
TeleVantage documentation.................................................................1-5
The TeleVantage documentation set................................................1-5
Accessing online documentation ...................................................... 1-6
Chapter 2. Recording Your Voice Title and Voicemail Greeting...2-1
About creating your voice title and voicemail greeting..........................2-2
Recording your voice title......................................................................2-2
Recording your voicemail greeting........................................................2-3
Using the Telephone
Chapter 3. Placing Calls on the Phone............................................3-1
About placing calls on the phone..........................................................3-2
Using a phone other than your own.................................................. 3-2
Using an IP phone............................................................................. 3-2
Dialing internal and external numbers...................................................3-3
Entering account codes when placing calls...................................... 3-3
Dialing by name ....................................................................................3-4
Dialing a user’s voicemail directly.........................................................3-4
Placing calls while you are already on a call.........................................3-5
Putting your current call on hold and placing a new call...................3-5
Ending a call without losing calls on hold.......................................... 3-5
Placing calls with * options....................................................................3-5
Redialing the last call ........................................................................ 3-5
Returning the last call................................................... ..................... 3-5
Disabling call waiting for a call..........................................................3-6
Placing calls to an IP address...............................................................3-6
Placing a page or intercom call.............................................................3-6
Requirements for receiving a page or intercom call ......................... 3-7
Paging and intercom considerations................................................. 3-7
CONTENTS
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 ........................................................................................4-3
Answering a call at another ringing phone........................................ 4-4
Using hands-free answering .............................................................4-4
Receiving internal intercom calls with voice-first answering.............4-5
Handling calls with the phone...............................................................4-6
Putting a call on hold.........................................................................4-7
Transferring a call..............................................................................4-8
Sending a call to voicemail................................................................4-9
Recording a call.................................................................................4-9
Creating a conference call...............................................................4-10
Parking a call...................................................................................4-10
Unparking a call...............................................................................4-11
Putting a call on silent hold .............................................................4-11
Sending a Flash command to Centrex or another PBX..................4-11
Getting an internal dial tone ............................................................4-11
Entering an account code for a call.................................................4-11
Using digital feature phones...............................................................4-11
Using line appearances...................................................................4-12
Using custom-mapped TeleVantage commands............................4-13
Chapter 5. Managing Voicemail and Your Account With the Phone.
5-1
About managing your account on the phone........................................5-2
Logging on to your account...............................................................5-2
About voicemail ....................................................................................5-2
Voicemail from the caller’s point of view...........................................5-2
Knowing when you have new voice messages ................................5-3
If voice messages disappear from your folders ................................5-3
Customizing voice message playback order ....................................5-3
Listening to and managing your voicemail............................................5-4
Voice message telephone commands.............................................. 5-4
Deleting and undeleting messages...................................................5-5
Replying to a voice message ............................................................5-5
Forwarding a voice message............................................................5-5
Calling back a voice message...........................................................5-6
Sending a message directly to a user’s voicemail................................5-6
Managing your greetings using the phone............................................5-7
USING TELEVANTAGE
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 forwarding number .............................................5-9
Ignoring your call rules ...................................................................... 5-9
Sending your calls straight to voicemail with Do Not Disturb..............5-10
Selecting a personal status on the phone...........................................5-10
Changing your password ....................................................................5-10
Chapter 6. Using TeleVantage With a Remote Phone....................6-1
About using TeleVantage with a remote phone....................................6-2
Tips for all remote phone use................................................................6-5
Using TeleVantage from a remote number without ViewPoint..............6-5
Logging on to TeleVantage from a remote number..........................6-6
Receiving TeleVantage calls at a remote number............................ 6-6
Placing calls through TeleVantage from a remote phone ................ 6-7
If your remote phone is “stuck” on a TeleVantage session ..............6-7
Using redial and other quick call commands when logged in........... 6-8
Using TeleVantage ViewPoint remotely................................................6-8
Using ViewPoint remotely with a phone ...........................................6-9
Associating Viewpoint with a remote number .......................................6-9
Imitating a station at a remote number ........................................... 6-10
Using an external station.....................................................................6-10
Placing TeleVantage calls from an external station........................ 6-11
Using ViewPoint with an external station........................................ 6-12
Configuring an external station ...........................................................6-12
Configuring a SIP phone................................................................. 6-14
Changing your external station number with *17 ................................6-15
Chapter 7. Sharing Stations ...................................................... .... ...7-1
About sharing stations...........................................................................7-2
Placing outbound calls from shared stations.........................................7-2
Finding out who is currently logged in at a station............................ 7-3
Distinguishing incoming calls to a shared station..................................7-3
Shared stations and personal status.....................................................7-3
CONTENTS
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.......................................................................8-3
Using ViewPoint with a different phone or Server ............................ 8-4
Using ViewPoint with another station or a remote number...............8-6
Logging on with new logon options...................................................8-7
Changing your password ..................................................................8-7
Logging on with command-line switches ..........................................8-7
About the Welcome Wizard...............................................................8-8
About the tip of the day .....................................................................8-8
Watching the ViewPoint Quick Tour .................................................8-8
Exiting ViewPoint..................................................................................8-8
Exiting and logging off.......................................................................8-8
Elements of the ViewPoint window.......................................................8-9
The menu bar....................................................................................8-9
The toolbar ........................................................................................ 8-9
The navigation pane........................................................................8-10
The view bar....................................................................................8-11
The status bar..................................................................................8-12
Hiding and showing ViewPoint window elements...........................8-12
Locking ViewPoint window elements..............................................8-13
Customizing the ViewPoint display.................................................8-13
ViewPoint folders................................................................................8-13
Working in multiple folders ..............................................................8-14
Adding the Calls Pane to any open folder.......................................8-15
Adding the Phonebook Pane to the Call Monitor folder..................8-15
Using Index buttons to find items quickly........................................ 8-15
Locking the current folder in place..................................................8-16
Managing folders and items................................................................8-16
Using commands in folders.............................................................8-16
Managing items in folders ............................................................... 8-16
Dragging and dropping voice messages to other applications.......8-21
Printing items in folders ...................................................................8-21
Organizing items in folders.................................................................8-21
Viewing folders in the Folder List ....................................................8-21
Private and public folders................................................................8-22
Managing folders.............................................................................8-22
USING TELEVANTAGE
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 audio controls......................................................................8-26
Importing and exporting TeleVantage items .......................................8-27
Chapter 9. Using Personal Statuses................................................9-1
About personal statuses........................................................................9-2
The Personal Status button in the status bar....................................9-3
Using predefined personal statuses......................................................9-3
Selecting a personal status...................................................................9-5
Modifying a personal status ..................................................................9-6
Creating a custom personal status........................................................9-6
The Personal Statuses folder................................................................9-9
Personal status and your active settings...............................................9-9
Changing your active settings.........................................................9-10
Active settings hierarchy ................................................................. 9-12
Personal status defaults......................................................................9-12
Setting personal status defaults......................................................9-13
Changing the personal status of another user....................................9-14
Chapter 10. Using the Extensions List..........................................10-1
Viewing TeleVantage extensions........................................................10-2
Extensions folder tabs.....................................................................10-3
Extensions folder columns ..............................................................10-3
Placing calls to an extension...............................................................10-5
Sending an instant message to an extension.....................................10-5
Using instant messaging................................................................. 10-6
Configuring instant messaging options...........................................10-6
Disabling instant messaging ........................................................... 10-6
Changing another user’s personal status............................................10-6
Exporting the Extensions list...............................................................10-6
Chapter 11. Receiving and Handling Calls in ViewPoint.............11-1
Using the Call Monitor folder...............................................................11-2
Automatically sorting new calls ....................................................... 11-2
Call Monitor folder tabs ................................................................... 11-3
Call Monitor folder panes ................................................................11-5
Call Monitor folder columns............................................................. 11-5
Displaying the Call Monitor folder automatically .................................11-5
CONTENTS
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 voicemail...........................................................11-7
Grabbing and holding the call .........................................................11-8
Transferring a call without talking to the caller first.........................11-8
Commands while you’re on a call.......................................................11-9
Putting a call on hold.......................................................................11-9
Transferring a call..........................................................................11-10
Recording a call.............................................................................11-12
Playing recorded audio into a call.................................................11-13
Associating a call with a contact ...................................................11-14
Parking a call.................................................................................11-15
Unparking a call.............................................................................11-15
Sending a call to voicemail............................................................11-15
Muting a call ..................................................................................11-16
Playing a caller's name..................................................................11-16
Disconnecting a call while staying on the phone ..........................11-16
Entering an account code for a call...............................................11-16
Viewing a call’s history ..................................................................11-17
Adding notes to a call....................................................................11-17
Preventing certain calls from ringing your phone..............................11-17
Incoming call indicators ....................................................................11-18
Sharing your Call Monitor folder ......................................................11-19
Viewing shared calls......................................................................11-19
Chapter 12. Placing Calls in ViewPoint.........................................12-1
Placing a call.......................................................................................12-2
Placing calls using the Dial bar.......................................................12-2
Using the Place Call To dialog box.................................................12-3
Quick-dialing from ViewPoint folders ..............................................12-6
Camping on a busy user’s extension..............................................12-7
Placing calls using drag-and-drop................................................... 12-7
Placing calls by using other contact managers...............................12-7
Using dialing services.........................................................................12-8
Entering phone numbers using various types of dialing service.....12-8
Checking a number .........................................................................12-9
Redialing numbers and returning calls .............................................12-10
Displaying the Call Monitor when you place a call............................12-10
Creating Windows shortcuts to speed-dial a number.......................12-10
Creating conference calls.................................................................12-12
USING TELEVANTAGE
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 ...........................................................12-14
Using the TeleVantage or eyeBeam softphones...............................12-15
Chapter 13. Managing Voice Messages in ViewPoint..................13-1
About managing voice messages in ViewPoint..................................13-2
The Voicemail folder........................................................................13-2
Archiving voice messages and call recordings...............................13-3
Managing thousands of voice messages or call recordings...........13-3
Listening to your voice messages and call recordings........................13-4
Listening to a voice message as it is being left............................... 13-4
Handling your voice messages...........................................................13-4
Forwarding a voice message.......................................................... 13-4
Replying to a voice message.......................................................... 13-5
Calling back the person who left a voice message......................... 13-6
E-mailing a voice message .............................................................13-6
Playing a voice message into a call................................................ 13-6
Opening the contact record from a voice message........................13-6
Deleting voice messages ................................................................13-7
Associating a voice message from “Unknown” with a contact .......13-7
Marking a voice message Unheard................................................ 13-7
Marking a voice message Urgent or Private................................... 13-8
Adding notes to a voice message...................................................13-8
Moving a voice message to another application.............................13-8
Managing call recordings....................................................................13-8
Sharing your voice messages.............................................................13-9
Managing your voicemail quota ..........................................................13-9
Setting a maximum length for your voice messages...................... 13-9
Sending a message directly to a user’s voicemail ............................13-10
Knowing when you have new messages..........................................13-11
System tray button ........................................................................13-11
Number in navigation pane........................................................... 13-11
Stutter dial tone ............................................................................. 13-12
Message waiting light....................................................................13-12
New message sound.....................................................................13-12
E-mail, pager, and call notifications .............................................. 13-12
Scheduling notifications ................................................................13-15
Managing greetings...........................................................................13-18
CONTENTS
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 Call Log Folder ..........................................14-1
The Call Log folder .............................................................................14-2
Call Log folder filters........................................................................14-2
Call Log folder columns...................................................................14-2
Viewing call details..........................................................................14-5
Searching for Call Log entries.........................................................14-7
............................................................................................................14-8
Viewing a call’s history........................................................................14-8
Taking notes on a Call Log entry........................................................14-8
Associating a call from “Unknown” with a contact ..............................14-8
Returning a call in the Call Log folder.................................................14-8
Entering an account code for a Call Log entry....................................14-9
Opening the contact record from a contact’s call................................14-9
Listening to a recorded call from the Call Log ....................................14-9
Sharing the Call Log.........................................................................14-10
Reporting on the Call Log.................................................................14-10
Exporting the Call Log ......................................................................14-10
Advanced TeleVantage Features
Chapter 15. Call Forwarding and Routing Lists ...........................15-1
About call forwarding and routing lists................................................15-2
Call forwarding and Where I Am ..................................................... 15-2
Forwarding calls..................................................................................15-3
Forwarding calls by using the telephone commands...................... 15-3
Forwarding calls in ViewPoint.........................................................15-3
Receiving forwarded ACD workgroup calls.....................................15-6
Placing calls at another user’s extension........................................15-6
Call forwarding and voicemail .........................................................15-6
Forwarding calls over Centrex or PBX trunks.................................15-6
Using routing lists ...............................................................................15-7
The Routing Lists folder ..................................................................15-8
Creating a new routing list.............................................................15-10
Handling busy station calls differently than calls not answered....15-14
Routing calls to workgroups ..........................................................15-14
USING TELEVANTAGE
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 ............................................................. 16-3
Changing double-click behavior......................................................16-3
Using the Index buttons for quick access ....................................... 16-3
Searching for contacts .................................................................... 16-3
Managing contacts..............................................................................16-4
Entering a new contact.................................................................... 16-4
Placing calls to your contacts.......................................................... 16-7
Sharing your contacts ..................................................................... 16-7
Teaching TeleVantage to recognize your contacts.............................16-7
Identifying contacts by name........................................................... 16-8
Associating a call or Caller ID number with a contact ....................16-9
Understanding name and number on Caller ID............................16-11
Using contact PINs for guaranteed recognition ............................ 16-12
Opening contacts from within other folders.......................................16-12
Using contacts in another contact manager......................................16-13
Using the TeleVantage Contact Manager Assistant..................... 16-13
Importing contacts from other contact managers into TeleVantage......
16-13
Using workgroups .............................................................................16-14
Personal and public workgroups...................................................16-15
The Workgroups folder..................................................................16-15
Creating a workgroup.................................................................... 16-15
Having a workgroup appear as an Extensions tab.......................16-16
Chapter 17. Using Call Rules......................................................... .17-1
About call rules....................................................................................17-2
Call Rules overview......................................................................... 17-2
Examples of how you can use call rules......................................... 17-3
The Call Rules folder..........................................................................17-3
Creating a new call rule.......................................................................17-4
Combining caller and schedule conditions ..................................... 17-5
Setting caller conditions .................................................................. 17-5
Setting schedule conditions ............................................................ 17-6
Selecting how a call rule handles a call..........................................17-8
Enabling or disabling a call rule ..........................................................17-8
Choosing the priority of a call rule.......................................................17-9
CONTENTS
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 ........................................................18-5
Specifying your phone type.............................................................18-5
Recording a voice title.....................................................................18-5
Changing the language of telephone command prompts...............18-6
Customizing or turning off call announcing.....................................18-6
Customizing or turning off call waiting.............................................18-8
Displaying Caller ID on a phone......................................................18-8
Turning ringback for calls on hold on and off..................................18-9
Changing your personal Operator...................................................18-9
Customizing your listing in the dial-by-name directory ................... 18-9
Customizing how long your phone rings.......................................18-10
Changing ring patterns..................................................................18-11
Enabling and disabling hands-free answering..............................18-11
Enabling and disabling voice-first answering................................18-12
Customizing your hold music ........................................................18-12
Configuring a digital feature phone...................................................18-13
Customizing incoming call behavior .................................................18-16
Customizing ISDN outbound Caller ID .............................................18-17
Customizing SIP accounts................................................................18-19
Customizing voice message behavior..............................................18-20
Turning off stutter dial tone ...........................................................18-20
Enabling a message waiting light..................................................18-20
Setting voice message playback order.........................................18-20
Playing a sound when a new message arrives.............................18-20
Customizing ViewPoint for Operators...............................................18-21
Customizing the ViewPoint display...................................................18-22
Showing or hiding ViewPoint window elements............................18-22
Defining double-click behavior in the Contacts folder...................18-22
Customizing columns ....................................................................18-22
Changing the font of a ViewPoint folder........................................18-24
Changing how names are displayed.............................................18-24
Hiding and showing toolbar buttons in a folder.............................18-24
Enhancing ViewPoint with Add-ins...................................................18-25
Managing Add-ins .........................................................................18-25
Using the Reverse Phone Number Lookup sample Add-in..........18-26
Using the Desktop Alert Add-in.....................................................18-26
USING TELEVANTAGE
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........................................................................... A-3
Quick call commands for call center agents .....................................A-5
Voicemail/Account menu......................................................................A-6
Logging on.........................................................................................A-6
Logging on from a remote location ...................................................A-6
Voicemail/Account menu commands................................................A-7
Appendix B. Working as an Agent in a Call Center Queue ..........B-1
Whether this chapter applies to you..................................................... B-2
Starting and ending your shift, and taking breaks................................ B-2
Starting your shift ..............................................................................B-2
Ending your shift................................................................................B-3
Taking a break...................................................................................B-3
What call center agents need to know to get the job done .................. B-3
Working at different phones................................................................. B-4
Signing in and out of a queue ..............................................................B-5
To sign in or out of a queue ..............................................................B-5
Seeing whether you are signed in or out of a queue........................B-5
Receiving and handling queue calls.....................................................B-6
Viewing your position in the queue...................................................B-6
Being monitored or coached by a supervisor ...................................B-6
Using the Call Monitor tabs...............................................................B-7
Wrap-up time.....................................................................................B-8
Viewing queue activity.......................................................................B-8
Placing calls from a queue................................................................... B-8
Determining whom you are calling as...............................................B-9
Popping up caller information...............................................................B-9
Working remotely................................................................................. B-9
Appendix C. Supervising a Call Center Queue..............................C-1
About supervising queues in ViewPoint...............................................C-2
Exempting supervisors from receiving queue calls ..........................C-2
Viewing current queue calls.................................................................C-2
CONTENTS
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.............................. C-13
Monitoring queue statistics using the phone.................................. C-16
Supervising other agents’ calls.......................................................... C-16
Viewing when agents are being monitored.................................... C-17
Managing agents’ status.................................................................... C-18
Signing agents in or out of a queue ............................................... C-18
Changing an agent’s personal status............................................. C-19
Managing a queue’s voice mailbox.................................................... C-20
Managing queue voice messages on the telephone ..................... C-20
Appendix D. Working as an Agent in an ACD Workgroup........... D-1
About participating in an ACD workgroup............................................ D-2
Use of the TeleVantage ViewPoint.................................................. D-2
Marking yourself ready and unavailable.............................................. D-2
Using the Call Monitor ......................................................................... D-3
Receiving a call.................................................................................... D-3
Placing ACD workgroup calls .............................................................. D -4
Taking a break..................................................................................... D-4
Listening to the ACD workgroup’s voicemail ....................................... D-4
Viewing the ACD workgroup’s contacts and Call Log.......................... D-4
Appendix E. Using the TeleVantage Archived Recording Br ow se r ..
E-1
Running the Archived Recording Browser............................................E-1
Searching for recordings.......................................................................E-2
Starting a new search........................................................................E-2
Saving your current search ...............................................................E-8
Loading a saved search ....................................................................E-8
Managing individual recordings............................................................E-8
Acting on archived call recordings........................................................E-9
Checking the archive for missing audio files.......................................E-11
Purging archived recordings...............................................................E-11
Importing a recording archive from TeleVantage 6.x..........................E-12
Appendix F. Using the TeleVantage H.323 SoftPhone...................F-1
About the TeleVantage H.323 SoftPhone.............................................F-2
Recommended USB phones ............................................................F-2
USING TELEVANTAGE
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......................................................F-5
Exiting the SoftPhone........................................................................F-5
Configuring the TeleVantage SoftPhone.............................................. F-5
Adjusting microphone and speaker volume......................................F-6
Setting preferences...........................................................................F-6
Setting call restrictions ......................................................................F-6
Keeping the keypad window always on top......................................F-7
Using the stand-alone SoftPhone ........................................................ F-7
Configuring the stand-alone SoftPhone............................................F-7
SoftPhone notes................................................................................... F-8
Appendix G. Using the CounterPath SIP softphones...................G-1
About the CounterPath SIP softphones...............................................G-2
About the eyebeam SIP softphone ......................................................G-2
Recommended USB phones ........................................................... G-3
Before installing the eyeBeam softphone.............................................G-3
Installing and configuring the eyeBeam SIP softphone........................G-4
Launching the eyeBeam softphone......................................................G-6
Using CounterPath SIP softphones with TeleVantage.........................G-8
Appendix H. Logging On with Command-Line Switches .............H-1
Using the /station command .............................................................H-2
Appendix I. Reporting Problems................................................... ....I-1
Using the Problem Report Wizard..........................................................I-1
Reporting a problem that involves a specific call............................... I-2
Reporting other problems................................................................... I-2
Index ...................................................................................................I-1
CONTENTS
Getting Started
CHAPTER 1
CHAPTER 1
INTRODUCING TELEVANTAGE
CHAPTER CONTENTS
About TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Accessing TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Feature comparison table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
Getting technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
TeleVantage documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
About TeleVant age______________________________________ __
Vertical’s award-winning TeleVantage phone system integrates your telephone and computer to
make your telephone a much more powerful tool. You can manage your calls and voicemail by
using either your telephone or the TeleVantage ViewPoint program, which runs on your
computer. TeleVantage dramatically expands the ways in which you can place and receive
phone calls.
This manual describes how to use the TeleVantage telephone commands and ViewPoint
application. Most ViewPoint instructions also apply to using ViewPoint Web Access.
For instructions on installing TeleVantage ViewPoint, see Installing TeleVantage. For
instructions on performing administrative TeleVantage functions, see Administering
TeleVantage.
Accessing TeleVantage ____________________________________
You can access TeleVantage by:
Q Using the telephone
Q Using the TeleVantage ViewPoint application
Q Using TeleVantage ViewPoint Web Access
Q Using the TAPI Service Provider and the CMA (Contact Manager Assistant)
Using the telephone
TeleVantage provides a sophisticated system of voice-guided menus that enable you to access
most TeleVantage features by using the telephone commands on your telephone keypad. You
can press
forward your calls, record greetings, and so on. When you are on a call, you can press
put the call on hold and then follow the prompts to transfer calls, set up conference calls, and
perform other call-handling tasks.
# at the dial tone, log on, and then follow the voice prompts to listen to your voicemail,
Flash to
For details about how to use the telephone commands, see Chapter 3 through Chapter 6. For a
summary of the telephone commands, see Appendix A.
Using the Flas h co mmand
Flash is a command you select using your telephone. Most phones have a Flash button. If yours
does not, you can do a Flash command by pressing and releasing the hook briefly.
1-2 USING TELEVANTAGE
Using the T eleV antage ViewPoint application
TeleVantage ViewPoint gives you access to all of TeleVantage’s features in an easy-to-use
Windows interface. With ViewPoint you can point and click to play voice messages, place and
receive calls, manage multiple active calls, access contacts and users, and so on.
For details about how to use ViewPoint, see Chapter 8 through Chapter 18. For ViewPoint
requirements, see Installing TeleVantage.
Using TeleVantage ViewPoint Web Access
If your TeleVantage system administrator has installed TeleVantage Web Services, you can
access an HTML version of ViewPoint—called ViewPoint Web Access—by using your Web
browser. ViewPoint Web Access lets you use TeleVantage from any remote location that has
Internet access and from Macintosh and UNIX computers. Most features of TeleVantage
ViewPoint are available in ViewPoint Web Access. You can listen to your voicemail, manage
contacts, check your Call Log, customize your TeleVantage account, and so forth.
To use ViewPoint Web Access, ask your TeleVantage system administrator for the Web address
to enter in your browser. In most cases, the instructions in this manual also apply to ViewPoint
Web Access. You can also use ViewPoint Web Access’s context-sensitive online Help for
specific instructions about a ViewPoint Web Access folder.
See “Using ViewPoint from any web browser” on page 8-2.
Using the TAPI Service Provider and the CMA
If you make extensive use of contact management applications or customer relationship
management software such as Microsoft Outlook, GoldMine or GoldMine FrontOffice 2000, or
Interact Commerce Corporation’s Act!, you can install the TAPI Service Provider and place
TeleVantage calls to contacts from those applications. You do not need to have TeleVantage
ViewPoint installed on your computer to use the TAPI Service Provider.
The TAPI Service Provider links your contact management applications to your TeleVantage
phone, just as TeleVantage ViewPoint is linked to your phone. After the TAPI Service Provider
is installed, you can use your contact manager application’s Place Call feature to call its contacts
using your TeleVantage phone. Ask your TeleVantage system administrator to install the
TeleVantage TAPI Service Provider, and then follow the instructions in your contact manager
application for placing calls.
You can also install the TeleVantage CMA (Contact Manager Assistant) and receive
screen-pops for calls that show the name, the Caller ID, and the time of day of the call.
You do not need to have TeleVantage ViewPoint installed on your computer to use the CMA.
Note: With Act!, you can rec eive screen-pops without inst al l ing t he C M A.
For instructions on how to use the TAPI Service Provider and the Contact Manager Assistant,
see their online Help.
CHAPTER 1. INTRODUCING TELEVANTAGE 1-3
Feature comparison table __________________________________
The following table shows the major features that are available in TeleVantage. If your
TeleVantage system does not include some of these features, your TeleVantage system
administrator might have made them unavailable to you.
ViewPoint
Feature Phone ViewPoint
Managing voice messages Yes Yes Yes No
Web
Access
CMA
Placing, receiving, and handling
calls
Managing participants in
conference calls
Managing contacts No Yes Yes Yes
Call announcing of contacts Yes Yes Yes No
Screen-pops for incoming calls N/A Yes No Yes
Managing workgroups No Yes Yes No
Viewing the Extensions list No Yes Yes No
Viewing the Call Log No Yes Yes No
Recording greetings Yes Yes Yes No
Forwarding calls Yes Yes Yes No
Managing routing lists No Yes Yes No
Managing call rules No Yes Yes No
Changing active greeting Yes Yes Yes No
Changing active routing list No Yes Yes No
Managing personal statuses No Yes Yes No
Changing personal status Yes Yes Yes No
Yes Yes Yes Some
No Yes No No
Customizing options Some Yes Yes No
Getting technical su pport __________________________________
Contact your TeleVantage system administrator for technical support. For information on how
to report problems, see Appendix I.
You can get help through TeleVantage documentation as described in the next section.
1-4 USING TELEVANTAGE
T eleVantage documentation________________________________
TeleVantage provides documentation in several easy-to-access online formats that provide the
benefits of instant hypertext navigation. This section describes the different TeleVantage
documents and how to access them in various formats.
Ordering print ed docu ment at ion
You can order printed versions of most TeleVantage documents. To do so, contact your
TeleVantage provider.
The TeleVantage documentation set
The following table describes the TeleVantage documents and the formats in which each is
available. See the next section for instructions on using each format.
Document Audience
Installing TeleVantage
This manual covers the requirements and
installation process for upgrades and fresh
installations, and describes how to order
telephone company services, add licenses,
configure advanced settings, and
troubleshoot problems.
Installing Intel Telephony Components
This manual covers the requirements and
installation process for upgrades and fresh
installations, and describes how to change
hardware and troubleshoot problems.
Administering TeleVantage
This manual describes setting up, managing
and monitoring your TeleVantage system,
including using the TeleVantage
Administrator to configure system settings,
trunks, stations, users, call routing, IP
telephony, and more.
Using TeleVantage
This manual covers how to use the
T eleV antage system, including the telephone
commands, TeleVantage ViewPoint,
ViewPoint Web Access, working from
remote locations, call center participation,
and more.
Available
in print
Administrators
and
TeleVantage
providers
Administrators
and
TeleVantage
providers
Administrators Yes Yes* Yes
All audiences Yes Yes Yes
Yes Yes Yes
Yes Yes Yes
HTML
book
Acrobat
PDF
CHAPTER 1. INTRODUCING TELEVANTAGE 1-5
Document Audience
TeleVantage QuickStart Guide
This small guide provides easy-to-read
instructions for first-time users and basic
TeleVantage use, including a complete
telephone command reference and
coverage of ViewPoint fundamentals.
TeleVantage Call Center Administrator’s
Guide
This manual describes configuring,
maintaining, supervising, and parti cipating in
a T eleVantage call center. Contains separate
sections for administrators and agents.
Includes instructions for running call center
queues, ACD workgroups, and TeleVantage
call center reports.
TeleVantage Developer’s Guide
This reference describes how to extend
TeleVantage's built-in features using the
Client API, the Add-in API, the IVR Plug-in
API, the Device Status API, and TAPI.
TeleVantage Pocket Reference Card
This wallet-sized card is a convenient
reference for the most-used TeleVantage
telephone commands.
Available
in print
All audiences Yes Yes Yes
Administrators Yes Yes* Yes
Programmers Yes No Yes
All audiences Yes No Yes
HTML
book
Acrobat
PDF
* Administering TeleVantage and the TeleVantage Call Center Administrator’s Guide are combined into a
single HTML book called Adm in iste ring TeleVantage and Call Centers.
Accessing online documentation
You can access TeleVantage’s online documentation in the following formats.
Online Help
From any TeleVantage application window, you can press F1 or click Help to get
context-sensitive Help describing the window and its individual fields. For overviews of
features, see the HTML or PDF books, not the online Help.
HTML books
TeleVantage provides complete compiled HTML Help (.CHM) versions of four of its printed
manuals, enhanced with hypertext navigation panes and links. To access the HTML books from
within ViewPoint or the Administrator, choose
1-6 USING TELEVANTAGE
Help > Online Books.
To access the HTML books without ViewPoint or the Administrator, open the following files,
located by default in C:\Program Files\Common Files\Vertical\TeleVantage:
Q AdministeringTV.chm. Contains Administering TeleVantage and the TeleVantage Call
Center Administrator’s Guide.
Q InstallingTV.chm. Contains Installing TeleVantage.
Q InstallingIntel.chm. Contains Installing Intel Telephony Components.
Q UsingTV.chm. Contains Using TeleVantage.
Adobe Acrobat PDF books
The .PDF versions of TeleVantage manuals are the same files that Vertical sends to be
professionally printed, and can be used for your own printing or browsing. They are available
on the TeleVantage Master CD in the
\Manuals
Adobe Acrobat Reader, available on the TeleVantage Master CD in the
directory. To view and print these files, use the
\Adobe
directory.
CHAPTER 1. INTRODUCING TELEVANTAGE 1-7
CHAPTER 2
CHAPTER 2
RECORDING YOUR VOICE TITLE AND
V
OICEMAIL GREETING
CHAPTER CONTENTS
About creating your voice title and voicemail greeting . . . . . . . . . . . . . . . . . . . . 2-2
Recording your voice title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Recording your voicemail greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
About creating your v oice title an d voicemail gree ting ________ __
This chapter explains how to create your voice title, create your voicemail greeting, and manage
your greetings using the phone.
When you first begin to use TeleVantage, create the following two recordings:
Q Your voice title (your name)
Q Your voicemail greeting (what callers hear when they reach your voicemail)
You can rerecord these recordings at any time.
Note: Your TeleVantage syste m adm i nist r at or ma y have created these reco rd in gs for you
already, but you can create new ones in your own voic e.
Recording your voice title__________________________________
Your voice title is a short recording of your name only. By default TeleVantage plays it when
the following events occur:
Q Callers dial your extension or are transferred to you (callers hear “Transferring to” +
<voice title>).
Q Callers look you up in a name search in the dial-by-name directory (callers hear “For” +
<voice title> + “press 1”).
Q You call another TeleVantage user (the user that you are calling hears “Call from” +
<voice title>).
Q You leave a voice message for another TeleVantage user (your voice title precedes the
message).
If you do not record a voice title, you might be prompted to say your name when you call another
TeleVantage user who has call announcing turned on (see “Call announcing” on page 4-2).
Important: Your voice title can contain other inform at i on, such as your company or tit le , but it
should not be a long recording. TeleVantage plays your voice title in the middle of recorded
sentences, so a long voi ce t i tle ca n cause confusion.
To record a voice title on the phone
1. Pick up your phone and press #. log on to your account by entering <your extension>
# <your password> #
.
2. Press 6 2 to manage your voice title.
3. Press 1 to record a new voice title. Say your name and then press # immediately
afterwards to eliminate silence.
For instructions on how to record a voice title in ViewPoint, see “Recording a voice title” on
page 18-5.
2-2 USING TELEVANTAGE
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