Vertical Communications TeleVantage TeleVantage 7.5 Manual de usuario Pagina 353
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APPENDIX G. USING THE COUNTERPATH SIP SOFTPHONES G-3
Important: If your system is configured to use only H.323-based Voip, the eyeBeam SIP
softPhone will not work. Use the TeleVantage H.323 SoftPhone instead. See
Appendix F, “Using
the TeleVantage H.323 SoftPhone.” Note that the eyeBeam SIP softphone provides higher audio
quality.
Note: TeleVantage supports multiple line appearances with the eyeBeam SIP softphone.
Contact your system administrator for more information.
Recommended USB phones
While many headsets work with the eyeBeam softphone, the following headsets are
recommended:
Plantronics (www.plantronics.com)
Q The CS50-USB VoIP Headset (cordless)
Q The DSP-500 USB Folding Headset (corded)
Q The DSP-400 USB Multimedia Headset (corded)
GN Netcom (http://www.gnnetcom.com)
Q The GN 8120 USB digital USB-to-headset adapter (corded; compatible with any GN
Netcom QD Headset)
Before installing the eyeBeam softphone_____________________
Before installing an eyeBeam SIP softphone on your computer, talk to your system
administrator and make sure you know the following:
Q The IP address or name of the TeleVantage SIP span.
Q The preferred codec(s), in order, of the TeleVantage SIP span, for example, G.711.
Q The authentication username and password required, if any.
Q Whether or not you have an external station. See the next section.
If you have an external station
If you have an external station, you must configure it for a SIP phone before you can use the
eyeBeam softphone. See “Configuring a SIP phone” on page 6-14 for instructions.
If you don’t have an external station
If you don’t have an external station, choose Tools > Options, click the Phone tab, and check
Imitate a station when routing my incoming calls to external numbers.
- 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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