General
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Telephone prompts |
Language that the telephone commands use when you log in. The available languages are the ones installed with TeleVantage. |
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Personal Operator |
Extension to which callers transfer when they press 0 on their telephone keypads after reaching your voice mail or when listening to routing list prompts. |
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List in dial-by-name directory |
If checked, you are included in the dial-by-name directory, so that callers can dial you from the auto attendant without knowing your extension. |
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Play extension to the caller |
If checked, TeleVantage speaks your extension to the caller when they select you from the dial-by-name directory. The recorded message they hear is "Transferring to <your voice title> at extension <your extension>. If unchecked, the caller hears only, "Transferring to <your voice title>." |
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Log on automatically |
If checked, you can log in to ViewPoint Web Access without having to enter your user name and password. Entering ViewPoint Web Access's address in your browser takes you straight to your Voice Messages view. When checked, anyone using your computer can open your ViewPoint program and listen to your voice messages, because they do not need to enter a password. If unchecked, to log in you must enter your user name and password at the Logon window. |
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Default ring duration |
The number of seconds that your phone rings before an incoming call is sent to the next step on your routing list (by default your voice mail) |
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Enable call waiting |
Check to be alerted by a beep when you are on a call and receive an incoming call. |
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Do not play call waiting beep when using ViewPoint |
Check to turn off the call waiting beep whenever your TeleVantage ViewPoint is running. Because the Call Monitor displays incoming calls visually, the call waiting beep is not always necessary. When ViewPoint is not running, the beep plays as usual. |
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Ring back if I leave a call on hold or parked |
If checked, TeleVantage rings your phone if you hang up while you have a call on hold or parked. When you pick up, you have the option of reconnecting to the caller. |
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Ring back interval |
Enter the number of seconds TeleVantage waits to ring your phone after you hang up with a call on hold or parked. |
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Imitate a station when routing my incoming calls to external numbers |
If checked, TeleVantage imitates a station on calls routed to you at external numbers, so you can use the ViewPoint Call Monitor and other station features with the call. Your remote phone behaves like an external station, allowing you to use the ViewPoint Call Monitor and all other ViewPoint features in conjunction with it. However, unlike an external station, with an imitated station you cannot use hands-free answering settings, and your IP phone's message waiting light will not work. |
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ISDN Outbound Caller ID / Name |
Enables you to select the caller ID number and name that accompanies your outbound external calls on ISDN trunks. Choose from the following options:
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My Numbers
Use to specify your personal numbers, such as your home number or your mobile phone number. When placing, forwarding, or transferring a call, you can click My Numbers and select one of your numbers.
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Name |
Displays the category of the number or address. |
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Address |
Enter the phone number, IP address, email address or instant messaging address. |
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Service |
Select the dialing service to use when placing calls to this number. |
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Public |
Check to make the number publicly available. This has the following effects:
In cases where the same number is defined in different places, TeleVantage chooses the name to display by prioritizing as follows: (1) a user’s public number, (2) a public contact, (3) a private contact.
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SIP accounts
Lists the SIP accounts you have created so far. SIP accounts are used only if your system is set up for SIP-based Internet telephony. If so, SIP accounts let you customize your SIP address and outbound SIP call information.
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Delete |
Deletes the SIP account. |
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Add |
Lets you add a new SIP account. |
Voice messages
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Maximum message length |
Maximum number of seconds a voice message can be. When a caller leaving a message reaches the maximum length, the message will cut off. The longest setting allowed is 300 seconds, or five minutes. |
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Voice message playback order |
When listening to your voice messages using the Telephone Commands, the order in which TeleVantage plays back voice messages. |
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Remove all items when exiting |
If checked, TeleVantage permanently deletes all items in the Deleted folder when you exit ViewPoint. |
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Periodically remove old items |
If checked, TeleVantage automatically removes items from the Deleted folder after they have been there for a certain amount of time. |
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Age |
Enter the number of days that items should remain in the Deleted folder before TeleVantage automatically deletes them. |
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Mailbox size |
How many total minutes worth of voice messages can be stored in your voice mailbox. Voice messages in the Deleted folder count toward this total. |
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Usage |
Amount of space left in your mailbox. |
E-mail notification
Use to have TeleVantage alert you by e-mail whenever you receive a new voice message.
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E-mail options |
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E-mail address(es) |
Address(es) to which TeleVantage sends e-mail notification of new voice messages. Separate multiple addresses with commas. | ||||||||
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Attach options |
Choose whether the voice message should be attached to the e-mail as a .WAV file, enabling you to listen to it right from your e-mail program. If your office uses Microsoft Exchange for e-mail, your system administrator can synchronize TeleVantage with Exchange, so that if you listen to a .WAV file attachment of a voice message, the message is marked heard in your ViewPoint Inbox, if you delete the e-mail with a message attachment, the message is deleted from your ViewPoint Inbox, etc.
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Schedule |
Click to open the Schedule Notifications window, where you can specify when e-mail notification is active. |
Pager Notification
Use to have TeleVantage alert you by pager when you receive a voice message.
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Pager options |
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Page using |
Select the dialing service for TeleVantage to use when it dials the phone number you enter. | ||||||
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Dial sequence |
Enter the dial string for your pager, and your pager's PIN if required. The dial string can contain any touch tone digit (0-9, *, #). You can enter commas to indicate 1-second pauses in the dial sequence. You can also use the following special characters to add information to the page: I or i sends the caller ID (for an external call) or TeleVantage extension (for an internal call) E or e sends the TeleVantage extension the caller dialed L or l sends the length of the voice message in seconds Example:
The dial sequence | ||||||
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Schedule |
Click to open the Schedule Notifications window, where you can specify when pager notification is active. |
Call Notification
Use to have TeleVantage alert you by phone call when you receive a voice message.
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Call options |
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Number |
Click | ||||||
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Schedule |
Click to open the Schedule Notifications window, where you can specify when call notification is active. |
to open the Incoming Calls
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Announce who the call is for |
Check to have a recorded message announce the intended recipient of the call when you pick up the phone; for example, "Call for Janet Pinkerton." You are then immediately connected to the caller, unless you use the announce caller options below, that give you the option of accepting the call or sending it to voice mail. The intended recipient is the user whose extension the caller dialed. In cases where two users share a phone, this feature is useful to determine who is being called. For this feature to work, you must have recorded your name as a voice title. When you check this feature in combination with the announce caller features just below, the message would say, "Call for Steve June from Tracy Snow." | ||||||
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Screen and announce the caller for these types of calls |
Check the options below to perform announce caller on different types of callers. Announce caller announces the caller's name when you pick up the phone (for example, "Call from Cynthia Caylor"), then gives you the following options:
Check the following types of callers to announce calls from them:
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Ask callers without a voice title for their name |
If unchecked, TeleVantage does not ask any caller for their name, and only announces the names of callers who have a voice title recorded for them in their Contact or User properties. If checked, TeleVantage prompts callers to say their name if you haven’t recorded a voice title for them—unless the caller is identified by caller ID and you have checked If caller ID is present, do not ask for their name (see below). | ||||||
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If caller ID is present, do not ask for their name |
If unchecked, all callers without voice titles are prompted to speak their name. If checked, incoming callers with caller ID are not prompted to speak their name. This is a useful setting if you have a phone with a caller ID display, for you may not want to burden the caller with answering the prompt when you can see on your phone who is calling. | ||||||
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Announce who is transferring |
If checked, plays the voice title of the user who is transferring a call to you. | ||||||
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Accept ACD Workgroup calls |
Use this field only if you are an agent in an ACD workgroup. Do not use this field if you are an agent in a call center queue. Use this field to signify your availability to take ACD workgroup calls. If checked, you are available, and the ACD workgroup transfers calls to you. If unchecked, you are unavailable, and the ACD workgroup does not transfer calls to you, although you still receive non-ACD calls. |
View
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Name Format |
Determines how ViewPoint Web Access displays names.
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Display Call Monitor in the following situations: |
Check any of the following to have ViewPoint Web Access switch to the Call Monitor view in that situation:
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Call Monitor refresh interval |
Enter how often the Call Monitor view refreshes with updated information. | ||||
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Queue Monitor refresh interval |
Enter how often the Queue Monitor view refreshes with updated queue statistics. The Queue Monitor view is available only for call center queue agents who have permission to use it. | ||||
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Use Navigation Pane |
Uncheck to use the view bar instead of the navigation pane. This restores ViewPoint Web Access to the look of TeleVantage 5.0 and earlier. When using the view bar, click an icon in the view bar to open that folder. |
Phone
(Analog station)
See below for external station options and digital phone options.
The following options let you customize your phone's behavior. These options appear if your default station is an internal analog station.
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Internal calls |
Select how your phone rings for internal and external callers. The Splash ring settings ring quickly a certain number of times (once, twice, or 3 times) between pauses. | ||||||||||
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External calls |
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Analog phone type |
If you're using an Aastra Powertouch or Cybiolink feature phone, select that phone type here. For all other analog phones types, select Standard. You must be using an Aastra or Cybiolink phone, and have selected it here, to use voice-first answering with an analog phone. See Voice-first answering below. | ||||||||||
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Use the following features on my phone |
Check features to activate them on your phone:
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Enable hands-free answering |
Check this box to enable hands-free answering on your phone. Using hands-free answering, you can receive or place calls while the phone is off-hook. Although the phone is off-hook, the dial tone does not play, and the phone does not ring. When an incoming call arrives, a zip tone (a beep) notifies you and TeleVantage connects you based on your settings for call announcing. Callers who connect to your phone with hands-free answering can press # to transfer to the next step on your routing list (usually voice mail). | ||||||||||
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Dial tone duration before going silent |
Enter the time in seconds that your phone will wait between calls before the dial tone ends. To end a hands-free call, you press the Flash button or hang up, but you have to wait for the phone to go off-hook again. During this time, you hear a dial tone. You can use this setting to set the timeout to “0” so that you do not hear a dial tone and your phone returns to off-hook status immediately after disconnecting from a call. |
Phone
(External station)
See above for analog phone options. See below for digital phone options.
The following fields appear if you logged on using an external station ID:
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Destination |
Use this field to select the type of phone you are using, for example, to switch from a normal phone to a SIP phone. To select any phone with a phone number, select “External Number.” If you have a Polycom IP phone, select “Generic H.323 Device.”For any SIP-based Internet phone, select "SIP Phone" and see below. |
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Call Using |
Select the dialing service to use when placing TeleVantage calls from the phone. |
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Number |
Enter the phone number or IP address of the external station. |
The following fields appear if you select "SIP Phone" as the Destination:
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Registered to SIP span |
Choose this method for any SIP phone that will be registered with a TeleVantage SIP span (this will be most cases). When you configure the SIP phone, you should set the phone’s SIP Server or Domain field to the IP address or fully qualified domain name (FQDN) of the SIP span you select here. In Userinfo, enter a unique identifier for the phone, such as “JoesPhone.” Whatever text is specified here must also be entered in the SIP phone's Username field when you configure the phone. |
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SIP URI |
Choose this option if the SIP phone is already registered with a third-party SIP service such as <www.broadvoice.com> or fwd.pulver.com, and you want to receive calls from TeleVantage too. Enter the phone’s SIP URI, for example, "sip:518589@fwd.pulver.com.” This option is also useful if the SIP phone is already registered to another TeleVantage Server. It can also be used if your remote SIP phone cannot register with TeleVantage due to firewall configuration issues but can register with a third-party SIP service such as Broadvoice. Note that when using this option, calls from the phone will be placed over the phone’s SIP service, not TeleVantage, so you cannot dial TeleVantage extensions without first dialing the TeleVantage Server's SIP span address. |
Phone
(Digital station)
See above for internal analog phone options and external station options.
The following options appear if your default station is a digital phone and you logged in with that station ID.
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Internal calls |
Select how your phone rings for internal and external callers. The Splash ring settings ring quickly a certain number of times (once, twice, or 3 times) between pauses. | ||||||||||||||||||||||||||||||||||||||
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External calls |
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Button |
The numbered programmable button on the Toshiba phone. | ||||||||||||||||||||||||||||||||||||||
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Feature |
Click to assign a feature to that button. You can assign the following features:
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Parameter |
Click to configure any information for the selected feature. You must click Parameter to configure the Call Forwarding, Speed Dial, and Set Personal Status features. | ||||||||||||||||||||||||||||||||||||||
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LCD idle message |
Enter the message that you want to appear on the first line of the LCD display when the phone is not in use. The second line shows the current day and time. The idle message usually shows the user name and extension for the phone. | ||||||||||||||||||||||||||||||||||||||
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Use voice-first answering |
Enables voice-first answering. With voice-first answering, internal calls are connected to the your speakerphone automatically without the phone ringing or needing to be picked up. All external callers ring the phone as normal. | ||||||||||||||||||||||||||||||||||||||
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Pickup answers a ringing SDN |
If checked, when an SDN rings, picking up the phone connects you immediately to the call. If unchecked, to connect to a ringing SDN call you must pick up the phone, then press the SDN. When PDNs ring, picking up the phone always connects you to the call. | ||||||||||||||||||||||||||||||||||||||
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Enable hands-free answering |
If checked, hands-free answering is enabled. Using hands-free answering, you can receive or place calls while the phone is off-hook. Although the phone is off-hook, the dial tone does not play, and the phone does not ring. When an incoming call arrives, a zip tone (a beep) notifies you and TeleVantage connects you based on your settings for call announcing. | ||||||||||||||||||||||||||||||||||||||
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Dial tone duration before going silent |
This setting identifies how long a dial tone plays after the end of a call before the station reverts to silence while it waits for the next call. A setting of 0 indicates no dial tone, which means that the station reverts to silence as soon as a call ends. |
Password
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Change password |
Click to change the password you use to log in to TeleVantage. Change the password on the password window. |
