Vertical Communications TeleVantage TeleVantage 7.5 Manual de usuario Pagina 15
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Valorado. / 5. Basado en revisión del cliente
CONTENTS
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
- USING TELEVANTAGE 1
- COPYRIGHT 3
- TRADEMARKS 3
- LIMITED WARRANTY ON SOFTWARE 3
- NETWORK CAPTURE TECHNOLOGY 3
- Vertical Communications, Inc 4
- One Memorial Drive 4
- Cambridge, MA 02142 4
- Using the Telephone 5
- Using ViewPoint 8
- CONTENTS 11
- Advanced TeleVantage Features 12
- Appendices 15
- Getting Started 19
- INTRODUCING TELEVANTAGE 21
- Using the telephone 22
- Online Help 26
- HTML books 26
- Adobe Acrobat PDF books 27
- GREETING 29
- 2-2 USING TELEVANTAGE 30
- Using the 33
- Telephone 33
- PLACING CALLS ON THE PHONE 35
- Using an IP phone 36
- 3-4 USING TELEVANTAGE 38
- Redialing the last call 39
- Returning the last call 39
- 3-6 USING TELEVANTAGE 40
- ANSWERING AND HANDLING CALLS 43
- THE PHONE 43
- Call announcing 44
- Call waiting 45
- Using hands-free answering 46
- 4-6 USING TELEVANTAGE 48
- Creating a conference call 52
- Getting an internal dial tone 53
- Using line appearances 54
- MANAGING VOICEMAIL AND YOUR 57
- WITH THE PHONE 57
- Logging on to your account 58
- 5-4 USING TELEVANTAGE 60
- Voice Message Commands 60
- Calling back a voice message 62
- Use after recording a message 63
- Managing your greetings 64
- 4. TeleVantage 64
- Available space for greetings 64
- Turning call forwarding on 65
- Turning call forwarding off 65
- Ignoring your call rules 65
- 5-10 USING TELEVANTAGE 66
- USING TELEVANTAGE WITH A 67
- 6-2 USING TELEVANTAGE 68
- Phone Features 69
- ViewPoint Features 70
- 6-6 USING TELEVANTAGE 72
- 6-8 USING TELEVANTAGE 74
- 6-10 USING TELEVANTAGE 76
- 6-12 USING TELEVANTAGE 78
- Configuring a SIP phone 80
- Using a SIP phone 81
- SHARING STATIONS 83
- 7-2 USING TELEVANTAGE 84
- Distinct ring patterns 85
- ViewPoint 87
- USING TELEVANTAGE VIEWPOINT 89
- Canadian 90
- 8-4 USING TELEVANTAGE 92
- 8-6 USING TELEVANTAGE 94
- Changing your password 95
- About the Welcome Wizard 96
- About the tip of the day 96
- Exiting and logging off 96
- The menu bar 97
- The toolbar 97
- The navigation pane 98
- The view bar 99
- The status bar 100
- Navigation 101
- Folder Description 101
- Working in multiple folders 102
- Using commands in folders 104
- Managing items in folders 104
- Creating items 105
- Cutting and pasting items 106
- Copying and pasting items 106
- Renaming items 106
- Dragging and dropping items 107
- SING TELEVANTAGE 108
- Printing items in folders 109
- Private and public folders 110
- Managing folders 110
- Viewing public folders 111
- Managing the Deleted folder 111
- 8-24 USING TELEVANTAGE 112
- Viewing shared folders 113
- Deleting shared items 113
- Using voice message bookmarks 114
- 8-28 USING TELEVANTAGE 116
- 8-30 USING TELEVANTAGE 118
- Exporting the Extensions list 119
- Exporting the Call Log 120
- Code Result 121
- USING PERSONAL STATUSES 123
- 9-2 USING TELEVANTAGE 124
- Icon Status Description 125
- 9-4 USING TELEVANTAGE 126
- 9-6 USING TELEVANTAGE 128
- 9-8 USING TELEVANTAGE 130
- Changing your active settings 132
- Active settings hierarchy 134
- Using the Where I Am default 135
- 9-14 USING TELEVANTAGE 136
- USING THE EXTENSIONS LIST 137
- 10-2 USING TELEVANTAGE 138
- Extensions folder tabs 139
- Extensions folder columns 139
- 10-4 USING TELEVANTAGE 140
- Column Description 140
- Instant messaging limitations 141
- Using instant messaging 142
- Disabling instant messaging 142
- IEWPOINT 143
- 11-2 USING TELEVANTAGE 144
- Call Monitor folder tabs 145
- 11-4 USING TELEVANTAGE 146
- Call Monitor folder panes 147
- Call Monitor folder columns 147
- Call ownership 148
- Double-clicking calls 149
- Taking the call 149
- Sending the call to voicemail 149
- Grabbing and holding the call 150
- Putting a call on hold 151
- Transferring a call 152
- Recording a call 154
- Using the telephone commands 155
- 11-14 USING TELEVANTAGE 156
- Parking a call 157
- Unparking a call 157
- Sending a call to voicemail 157
- Muting a call 158
- Playing a caller's name 158
- Viewing a call’s history 159
- Adding notes to a call 159
- Customized ring patterns 160
- Viewing shared calls 161
- PLACING CALLS IN VIEWPOINT 163
- 12-2 USING TELEVANTAGE 164
- Entering My Numbers 166
- 12-6 USING TELEVANTAGE 168
- Entering a phone number 170
- Checking a number 171
- 12-10 USING TELEVANTAGE 172
- 12-12 USING TELEVANTAGE 174
- Actions > 175
- Ending a conference call 176
- MANAGING VOICE MESSAGES IN 179
- The Voicemail folder 180
- Viewing custom data 181
- Forwarding a voice message 182
- Replying to a voice message 183
- E-mailing a voice message 184
- Deleting voice messages 185
- Hiding and showing notes 186
- 13-10 USING TELEVANTAGE 188
- System tray button 189
- Number in navigation pane 189
- Stutter dial tone 190
- Message waiting light 190
- New message sound 190
- Setting up pager notification 191
- Setting up call notifications 192
- Scheduling notifications 193
- 13-16 USING TELEVANTAGE 194
- Space for greetings 196
- The Greetings folder 197
- Greeting hierarchy 198
- Recording a new greeting 198
- E-mailing a greeting 198
- Play into call 199
- USING THE CALL LOG FOLDER 201
- Call Log folder filters 202
- Call Log folder columns 202
- 14-4 USING TELEVANTAGE 204
- Viewing call details 205
- Call Details columns 206
- Find Now 207
- 14-8 USING TELEVANTAGE 208
- 14-10 USING TELEVANTAGE 210
- Advanced 211
- TeleVantage 211
- Features 211
- CALL FORWARDING AND ROUTING 213
- 15-2 USING TELEVANTAGE 214
- Forwarding calls in ViewPoint 215
- 15-4 USING TELEVANTAGE 216
- Call forwarding and voicemail 218
- Q Detects a busy signal 219
- The Routing Lists folder 220
- The active routing list 221
- Creating a new routing list 222
- 15-12 USING TELEVANTAGE 224
- Final action Description 224
- Routing calls to workgroups 226
- 15-16 USING TELEVANTAGE 228
- MANAGING CONTACTS AND 229
- Using contacts folders 230
- Private and public contacts 231
- Searching for contacts 231
- Entering a new contact 232
- 16-6 USING TELEVANTAGE 234
- Sharing your contacts 235
- Identifying contacts by name 236
- Use phone 237
- Delete and then click OK 237
- 16-10 USING TELEVANTAGE 238
- 16-12 USING TELEVANTAGE 240
- 16-14 USING TELEVANTAGE 242
- The Workgroups folder 243
- Creating a workgroup 243
- 16-16 USING TELEVANTAGE 244
- USING CALL RULES 247
- Call Rules overview 248
- The Call Rules folder 249
- Name field 250
- Setting caller conditions 251
- Setting schedule conditions 252
- Specifying custom hours 253
- 17-8 USING TELEVANTAGE 254
- 17-10 USING TELEVANTAGE 256
- CUSTOMIZING VIEWPOINT 257
- 18-2 USING TELEVANTAGE 258
- Tab Field See 258
- (Internal analog 259
- (digital phone 259
- (external station) 259
- 18-4 USING TELEVANTAGE 260
- Specifying your phone type 261
- Recording a voice title 261
- 18-6 USING TELEVANTAGE 262
- 18-8 USING TELEVANTAGE 264
- 18-10 USING TELEVANTAGE 266
- Changing ring patterns 267
- Customizing your hold music 268
- 18-14 USING TELEVANTAGE 270
- OK. For instructions on 271
- Direct dial field 271
- 18-16 USING TELEVANTAGE 272
- Feature Description 272
- 18-18 USING TELEVANTAGE 274
- 18-20 USING TELEVANTAGE 276
- Customizing columns 278
- Moving columns 279
- Resizing columns 279
- Sorting by column 279
- 18-24 USING TELEVANTAGE 280
- Managing Add-ins 281
- Enabled 282
- Options 282
- 18-28 USING TELEVANTAGE 284
- Feature Description See 285
- TELEPHONE COMMANDS QUICK 289
- A-2 USING TELEVANTAGE 290
- Call Handling Commands 290
- Quick call commands 291
- A-4 USING TELEVANTAGE 292
- Logging on 294
- Summary of Commands 295
- Personal Status commands 296
- 6 1 from the 296
- ORKING AS AN AGENT IN A CALL 297
- ENTER QUEUE 297
- Starting your shift 298
- Ending your shift 299
- Taking a break 299
- B-4 USING TELEVANTAGE 300
- To sign in or out of a queue 301
- B-6 USING TELEVANTAGE 302
- Using the Call Monitor tabs 303
- Wrap-up time 304
- Viewing queue activity 304
- SUPERVISING A CALL CENTER 307
- C-2 USING TELEVANTAGE 308
- The Agents pane 309
- C-4 USING TELEVANTAGE 310
- Agents Pane Information 310
- C-6 USING TELEVANTAGE 312
- The Queue Statistics pane 314
- Queue Statistics Pane 315
- C-10 USING TELEVANTAGE 316
- When statistics are reset 318
- When statistics are refreshed 318
- C-14 USING TELEVANTAGE 320
- Algorithm Agent positions 320
- C-16 USING TELEVANTAGE 322
- *55 Queue Statistics 322
- C-18 USING TELEVANTAGE 324
- C-20 USING TELEVANTAGE 326
- ORKING AS AN AGENT IN AN ACD 327
- ORKGROUP 327
- D-2 USING TELEVANTAGE 328
- D-4 USING TELEVANTAGE 330
- BROWSER 331
- Starting a new search 332
- Search criteria 334
- Tab Field Description 335
- E-6 USING TELEVANTAGE 336
- Equals or Does not 337
- Contains 337
- Saving your current search 338
- Loading a saved search 338
- E-10 USING TELEVANTAGE 340
- E-12 USING TELEVANTAGE 342
- USING THE TELEVANTAGE H.323 343
- Recommended USB phones 344
- SoftPhone requirements 345
- F-4 USING TELEVANTAGE 346
- Exiting the SoftPhone 347
- Setting preferences 348
- Setting call restrictions 348
- F-8 USING TELEVANTAGE 350
- USING THE COUNTERPATH SIP 351
- G-2 USING TELEVANTAGE 352
- G-4 USING TELEVANTAGE 354
- G-6 USING TELEVANTAGE 356
- ** and use 360
- LOGGING ON WITH COMMAND-LINE 361
- Using the /station command 362
- REPORTING PROBLEMS 363
- Reporting other problems 364
- Numerics 365
- USING TELEVANTAGE I-2 366
- I-3 INDEX 367
- USING TELEVANTAGE I-4 368
- I-5 INDEX 369
- USING TELEVANTAGE I-6 370
- I-7 INDEX 371
- USING TELEVANTAGE I-8 372
- I-9 INDEX 373
- USING TELEVANTAGE I-10 374
- USING TELEVANTAGE I-11 375
- USING TELEVANTAGE I-12 376
- USING TELEVANTAGE I-13 377
- USING TELEVANTAGE I-14 378
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