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© 2008 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof and Vertical ViewPoint and Wave Contact Center are trademarks of Vertical Communications, Inc. All other brand and product names are used for identification only and are the property of their respective holders. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY Vertical Communications, Inc.
REVISION HISTORY Release Date 1.0 SP2 2/08 Documentation Changes Page No. Release identifier on the title page has been modified to reflect current s/w release. Manual content is unchanged. 1.0 SP1 12-07 Added Revision History table. 1.
Contents Contents Chapter 1 Introducing Vertical Wave About Vertical Wave - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-1 Accessing Wave - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-1 Using Wave ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-1 Using the Wave TAPI Service Provider and Contact Manager Assistant - - 1-2 Using your phone - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-2 Feature comparison table
Contents TOC-2 Logging on to ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-2 Using ViewPoint with a different phone or server - - - - - - - - - - - - - - - - - 2-3 Using ViewPoint with another station - - - - - - - - - - - - - - - - - - - - - - - - - 2-4 Logging on with new logon options - - - - - - - - - - - - - - - - - - - - - - - - - - 2-6 Changing your password - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-6 Logging on with command-line switches - - - - - -
Contents Chapter 3 TOC-3 Using the Extensions List Viewing Wave extensions - - - - - - - - - - - - - - - - - - - - - - - - - - 3-1 Extensions folder tabs - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3-2 Extensions folder columns - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3-3 Placing calls to an extension - - - - - - - - - - - - - - - - - - - - - - - - 3-3 Chapter 4 Receiving and Handling Calls in ViewPoint Using the Call Monitor folder - - - - - - - - - - -
Contents TOC-4 Adding notes to a call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 4-11 Incoming call indicators - - - - - - - - - - - - - - - - - - - - - - - - - - - 4-11 Chapter 5 Placing Calls in ViewPoint Placing a call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-1 Placing calls using the Dial bar - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-2 Using the Place Call To dialog - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Contents TOC-5 Forwarding a voice message - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6-5 Replying to a voice message - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6-5 Calling back the person who left a voice message - - - - - - - - - - - - - - - - - 6-6 E-mailing a voice message - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6-6 Opening the contact record from a voice message - - - - - - - - - - - - - - - - - 6-7 Deleting voice messages - - - - - - - - -
Contents TOC-6 Viewing call details - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-5 Taking notes on a Call Log entry - - - - - - - - - - - - - - - - - - - - - - 7-7 Associating a call from “Unknown” with a contact - - - - - - - - - 7-8 Returning a call in the Call Log folder - - - - - - - - - - - - - - - - - - 7-8 Entering an account code for a Call Log entry - - - - - - - - - - - - - 7-8 Opening the contact record from a contact’s call - - - - - - - - - - - 7-9 Chapter 8 C
Contents TOC-7 Associating a call or Caller ID number with a contact - - - - - - - - - - - - - - 9-9 Understanding name and number on Caller ID - - - - - - - - - - - - - - - - - - 9-11 Using contact PINs for guaranteed recognition - - - - - - - - - - - - - - - - - - 9-12 Opening contacts from within other folders - - - - - - - - - - - - - 9-12 Using contacts in another contact manager - - - - - - - - - - - - - 9-13 Using the Wave Contact Manager Assistant - - - - - - - - - - - - - - - - - - - - 9-13 Impo
Contents Appendix B TOC-8 Logging On with Command-Line Switches About ViewPoint command line switches - - - - - - - - - - - - - - - B-1 ViewPoint command line switch reference - - - - - - - - - - - - - - B-1 Using the /station command - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - B-3 Appendix C Reporting Problems About the Problem Report Wizard - - - - - - - - - - - - - - - - - - - - C-1 Reporting a problem that involves a specific call - - - - - - - - - - C-2 Reporting other problems - -
Chapter 1 Introducing Vertical Wave CHAPTER CONTENTS About Vertical Wave. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Accessing Wave. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Feature comparison table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Getting technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1-2 Chapter 1: Introducing Vertical Wave Accessing Wave Using the Wave TAPI Service Provider and Contact Manager Assistant 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 Wave TAPI Service Provider and place Wave calls to contacts from those applications.
1-3 Chapter 1: Introducing Vertical Wave Feature comparison table Feature comparison table The following table shows the major features that are available in Wave, via ViewPoint, the phone menu prompts, or the Contact Manager Assistant (CMA). If your Wave system does not include some of these features, your Wave system administrator may have made them unavailable to you.
1-4 Chapter 1: Introducing Vertical Wave Wave documentation Wave documentation Related reading The following documents are included with Vertical Wave in Acrobat format, and can be found on the Vertical Wave Documentation CD. For information about this version of Vertical Wave, including new features, known issues, and other late-breaking information, see the Release Notes included on the Documentation CD.
Chapter 2 Using ViewPoint CHAPTER CONTENTS About ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Logging on to ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Exiting ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6 Elements of the ViewPoint window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2-2 Chapter 2: Using ViewPoint Logging on to ViewPoint Logging on to ViewPoint To use ViewPoint, you must log on using a valid Wave user account. Note: Each ViewPoint program must be licensed. If you see a message stating that ViewPoint is not licensed, you cannot log on. See your Wave system administrator for help if such a message appears. To log on to ViewPoint: 1. Choose Start > Programs > Programs > Vertical Wave ViewPoint > Wave ViewPoint. The ViewPoint Log On dialog opens. 2.
2-3 Chapter 2: Using ViewPoint Logging on to ViewPoint Using ViewPoint with a different phone or server By clicking Options >> in the ViewPoint Logon dialog, you can change the following login settings: • The associated phone. ViewPoint works best in conjunction with a phone, when you can use the Place Call commands, make recordings, and more. ViewPoint can be associated with only one phone at a time.
2-4 Chapter 2: Using ViewPoint Logging on to ViewPoint 2. Under Use this phone with ViewPoint, specify the phone with which ViewPoint is associated. This phone will ring whenever you use a ViewPoint command that requires ringing your phone, for example, playing a voice message over the phone, using the Place Call command, or making a recording. Specify the associated phone in one of the following ways. • To use ViewPoint with a Wave station, select one of the following options: • Default Station ID.
2-5 Chapter 2: Using ViewPoint Logging on to ViewPoint To use ViewPoint with another station: 1. In the Select Your ViewPoint Phone dialog, choose one of the following options: • Use station n as a visitor. This option appears only if you specified another user’s station as your associated phone—for example, you are logging on at another user’s desk. The phone remains set for its normal user, but ViewPoint is set for you.
2-6 Chapter 2: Using ViewPoint Exiting ViewPoint Logging on with new logon options You can log on as a different user, or with a different associated phone, without exiting and restarting the ViewPoint program. This feature makes it easy to log on to another user’s account from your ViewPoint, or to move ViewPoint from one phone to another. To log on to another user’s account, you must know the other user’s password. To log on as a different user, choose File > Log on as a different user.
2-7 Chapter 2: Using ViewPoint Elements of the ViewPoint window Elements of the ViewPoint window ViewPoint window contains the following elements: • The menu bar • The toolbar • The navigation pane or view bar • The status bar • ViewPoint folder that is currently displayed (see “Working in ViewPoint folders” on page 2-10) The menu bar The menu bar, at the top of ViewPoint, provides access to Wave commands. Click each menu to see the commands that menu contains.
2-8 Chapter 2: Using ViewPoint Elements of the ViewPoint window The toolbar The toolbar, directly under the menu bar in each folder, provides single-click access to frequently used Wave commands. Some folders contain toolbar buttons that are not found in other folders. The following illustration shows the toolbar for the Messages folder. In any folder, clicking the left-most toolbar button creates a new item for that folder.
2-9 Chapter 2: Using ViewPoint Elements of the ViewPoint window Using the navigation bar Click an entry in the navigation bar to go to that folder and gain access to other related folders in the Favorite Folders list. The entries in the navigation bar are: • Call Monitor. Displays the Call Monitor. Favorite Folders: Extensions. • Voicemail. Displays the Inbox folder of the Messages folder.
2-10 Chapter 2: Using ViewPoint Working in ViewPoint folders • Phone. If you see a Phone pane showing the name of another user, it indicates that user is logged in to your station. While that user is logged in, calls you place using the phone will be subject to that user’s dialing restrictions, and logged as coming from that user. To restore the station to yourself, pick up the phone and dial *00. • Audio output.
2-11 Chapter 2: Using ViewPoint Working in ViewPoint folders For an overview of each folder, see the following table. Navigation Pane Folder Description Call Monitor Place calls and handle incoming calls (transfer calls, create conference calls, monitor a voice message as it is being left). Messages Hear and manage your voice messages. To call back a message, right-click it and choose Place Call. Contacts Manage an online phone book of your telephone contacts.
2-12 Chapter 2: Using ViewPoint Working in ViewPoint folders Working with multiple ViewPoint windows You can have several folders open at once by opening each folder in its own window. To open a folder in its own window, right-click a folder in the Favorite Folders list and choose Open in New Window on the shortcut menu. When you want to shut down ViewPoint, you can close all ViewPoint windows at the same time by choosing File > Exit and Log Off on the main menu.
2-13 Chapter 2: Using ViewPoint Working in ViewPoint folders With the Phonebook pane open, click the appropriate tab to display the Extensions folder or Contacts folder. To move the Phonebook Pane within the Call Monitor folder, choose View > PhoneBook Pane, and then select a location from the sub-menu. To remove the Phonebook Pane from the Call Monitor folder, choose View > Phonebook Pane > Off.
2-14 Chapter 2: Using ViewPoint Working in ViewPoint folders 3. Do one of the following: • Click Yes if you want the selected voice message to be permanently removed from your computer. • Click No to keep the voice message in your Inbox. To delete other items: 1. In the folder in which the item appears, select the item. To select more than one item, press Ctrl and click each item that you want to delete. 2. Right-click the selected item and choose Delete on the shortcut menu.
2-15 Chapter 2: Using ViewPoint Working in ViewPoint folders Note: Whenever you can drag an item to the Call Monitor to place a call, you can also drag it to the Dial toolbar field.
2-16 Chapter 2: Using ViewPoint Working in ViewPoint folders From Drag SHIFT + Drag Folder Moves the folder to another folder Opens the Move Folder dialog Contact Moves the folder to the Contacts folder Opens the Move Folder dialog Voice Message Moves the folder to the Messages folder Opens the Move Folder dialog Call Conferences the message sender with the call Opens the Conference dialog Empty Call Monitor Places a call to the message Caller ID Opens the Place Call To dialog Folder Mo
2-17 Chapter 2: Using ViewPoint Organizing items in folders Printing items in folders To print the contents of a folder, choose File > Print. When you print a folder that contains several columns, you may need to change the orientation of the page to “landscape” so that all columns that appear in the folder are printed. Organizing items in folders The Messages folder contains one folder already created, the Saved folder.
2-18 Chapter 2: Using ViewPoint Organizing items in folders To show, hide, or reorder columns in a ViewPoint folder: 1. Choose View > Show Columns. The Show Columns dialog opens. 2. Do any of the following: 3. • To add another column to the folder, select it in the Available columns list, and then click Add->. • To remove a column from the folder, select it in the Show these columns in this order list, and then click <-Remove.
2-19 Chapter 2: Using ViewPoint Organizing items in folders Sorting the contents of a column Click a column header to sort the items in a folder by the information in that column. Click the column header again to sort in the reverse order. The column in the folder that contains an arrow in its header is the column by which the display is currently sorted. The direction of the arrow indicates the sort order. Viewing public folders Public folders contain items that all Wave users can view and use.
2-20 Chapter 2: Using ViewPoint Organizing items in folders Using the audio controls Wave’s audio controls make it easy to create recordings and listen to recordings and voice messages. These audio controls appear throughout ViewPoint in dialogs in which you can create recordings and listen to voice messages. Creating recordings and playing voice messages. You create recordings by speaking into your phone. Record When you are ready to record, pick up your phone, and then click the button.
2-21 Chapter 2: Using ViewPoint Importing and exporting Wave items Using voice message bookmarks You can set bookmarks in voice messages by dragging the arrows that appear under the slider bar. When you play a message you have bookmarked, only the portion of the file between the bookmarks plays. This capability can be useful when you want to mark the location of an important phone number in a voice message.
2-22 Chapter 2: Using ViewPoint Importing and exporting Wave items To import contacts from a CSV file: 1. Choose File > Import and Export. The Import and Export Wizard opens. 2. Select Import Contacts, and then click Next. 3. In File to Import, click Browse and select the CSV file that you want to import. 4. In Destination folder, select the Wave Contact folder into which you want to import the contacts in the CSV file. 5.
2-23 Chapter 2: Using ViewPoint Importing and exporting Wave items 6. Select Use phone numbers as caller identification for these contacts to add the imported contacts’ phone numbers to Wave’s list of Caller ID numbers so that contacts can be identified when they call. For more information, see “Teaching Wave to recognize your contacts” on page 9-7. 7. If you are importing a CSV file that was created by Wave, go to step 10. 8.
2-24 Chapter 2: Using ViewPoint Importing and exporting Wave items • Click Save Map to save the current mapping to a new file (this can be useful if you regularly import contacts from several different sources). If you do not click Save Map, the default map is saved when you click OK. When you are finished mapping fields, click OK. Any changes to the default or custom map are saved for future importing. 10. Click Next in the Import and Export Wizard, and then click Finish.
2-25 Chapter 2: Using ViewPoint Importing and exporting Wave items 3. In Save exported file as, browse to the folder in which you want to save the CSV file. 4. In Source folder, choose the Contacts file that you want to export, and then click Next. 5. Click Finish. The CSV file is exported.
Chapter 3 Using the Extensions List CHAPTER CONTENTS Viewing Wave extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 Placing calls to an extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Viewing Wave extensions You can see all Wave extensions, along with information about the current status of each extension, in the Extensions list. You can use the Extensions list to quickly place calls to other Wave extensions.
3-2 Chapter 3: Using the Extensions List Viewing Wave extensions The Extensions list updates automatically in real time. Extensions folder tabs The Extensions folder can contain tabs that display related groups of extensions. To view tabs, right-click the Extensions view column headers and choose Show Tabs. Click each tab to view its contents. • All tab. This tab displays all Wave extensions. Your system may be configured to not show this tab. • Workgroup tabs.
3-3 Chapter 3: Using the Extensions List Placing calls to an extension Extensions folder columns The following table shows the columns that are available in the Extensions folder. To show or hide columns, see “Customizing columns” on page 2-17. Column Description Either type of extension, or user phone state.
Chapter 4 Receiving and Handling Calls in ViewPoint CHAPTER CONTENTS Using the Call Monitor folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 Selecting and acting on a call in the Call Monitor folder. . . . . . . . . . . . . . . . . . . 4-3 Commands while a call is ringing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 Commands while you’re on a call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4-2 Chapter 4: Receiving and Handling Calls in ViewPoint Using the Call Monitor folder In the Call Monitor folder you can: • See who is calling you and take the call or send it to voicemail • Click calls to transfer them, put them on hold, send them to voicemail, or perform other actions • Move among multiple calls on hold with a click of the mouse • Record calls • Conference calls (including creating or starting a conference) Each row in the Call Monitor folder is an item that contains informat
Selecting and acting on a call in the Call Monitor folder 4-3 Chapter 4: Receiving and Handling Calls in ViewPoint Selecting and acting on a call in the Call Monitor folder Click a call in the Call Monitor folder to select it. After it is selected, you can choose commands to apply to that call. To use a command on a call in the Call Monitor folder, do one of the following actions: • Right-click the call and choose a command on the shortcut menu.
Commands while a call is ringing 4-4 Chapter 4: Receiving and Handling Calls in ViewPoint Commands while a call is ringing While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.” If Wave can identify the caller, the item in the Call Monitor folder also displays the caller’s phone number and name, which enables you to screen your calls. (See “Teaching Wave to recognize your contacts” on page 9-7.
4-5 Chapter 4: Receiving and Handling Calls in ViewPoint Commands while you’re on a call Commands while you’re on a call Once you are on an active call, you can perform actions on that call, including the following: • Putting a call on hold • Transferring a call • Recording a call • Associating a call with a contact • Parking a call • Unparking a call • Sending a call to voicemail • Playing a caller's name over your speakers • Disconnecting a call while staying on the phone • Entering a
Commands while you’re on a call 4-6 Chapter 4: Receiving and Handling Calls in ViewPoint Note the following: • Use Actions > Hold instead of the Hold button on your phone. When on hold, callers hear music (if your system has music on hold), but they hear only silence if you use your phone’s Hold button. • You cannot put a call to a queue, auto attendant, or IVR Plug-in on hold. If you attempt to do so, the call is disconnected.
Commands while you’re on a call 4-7 Chapter 4: Receiving and Handling Calls in ViewPoint • Supervised transfer, sometimes called an attended or consultation transfer. You speak to the transfer recipient first, while the caller is placed on hold. You can then complete the transfer, or conference the three of you together, or cancel the transfer and return to the caller. • Direct to voicemail. You transfer the call directly to an extension’s voicemail. To transfer a call: 1.
4-8 Chapter 4: Receiving and Handling Calls in ViewPoint Commands while you’re on a call 7. Choose one of the following options: • Complete. The transfer is completed and the call disappears from your Call Monitor. You can also complete the transfer by hanging up the phone. • Conference. The caller, the recipient, and you are all connected in a conference call. • Cancel.
4-9 Chapter 4: Receiving and Handling Calls in ViewPoint Commands while you’re on a call To record a call: 1. During an active call, choose Actions > Start Recording. Wave starts to record the call. You may hear a regular beep while recording, depending on your system configuration. 2. To stop recording before the call is finished, choose Actions > Stop Recording. Using the telephone commands You can start and stop recording your calls using the *16 telephone command.
Commands while you’re on a call 4-10 Chapter 4: Receiving and Handling Calls in ViewPoint Unparking a call You can retrieve a parked call from any Wave telephone or from any PC running ViewPoint. To answer a parked call from any ViewPoint program: 1. Click Tools > Unpark. The Unpark dialog opens. 2. Select the call that you want to unpark and answer and click OK. You can also answer a parked call by picking up a Wave phone, pressing *53, and then entering the parking slot number.
4-11 Chapter 4: Receiving and Handling Calls in ViewPoint Incoming call indicators Entering an account code for a call While on a call, you can enter an account code for the call or change the one already entered. 1. Select the call, and then choose Actions > Enter Account Code. 2. Enter an account code. You can enter numbers, letters, or other characters. 3. Click OK. You can also enter an account code from the Call Log after the call is complete.
Incoming call indicators 4-12 Chapter 4: Receiving and Handling Calls in ViewPoint Wave can also give you information about an incoming call on the phone, in the following ways: • Call announcing. Wave announces the caller’s name and gives you the choice of accepting the call or sending it to voicemail. • Call waiting. When you are on a call, Wave alerts you of an incoming call by playing the call waiting tone (two beeps). • Caller ID display.
Chapter 5 Placing Calls in ViewPoint CHAPTER CONTENTS Placing a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Checking a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Redialing numbers and returning calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 Creating conference calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5-2 Chapter 5: Placing Calls in ViewPoint Placing a call Placing calls using the Dial bar ViewPoint has a Dial bar on the menu bar that you can use to place calls. To place a call using the Dial bar: 1. Type either of the following in the Dial bar: • The number to dial. If it is an external number, type the full number including area code (10 digits in North America, for example 6173540600). Do not enter a Wave access code (such as 9).
5-3 Chapter 5: Placing Calls in ViewPoint Placing a call Using the Place Call To dialog The Place Call To dialog visually guides you to place a call. It is not as efficient as using the Dial bar (if you know the person's name or number) or the Call Monitor's Phonebook pane. 1. Choose File > New > Call. The Place Call To dialog opens. 2. Enter or select the number to dial in one of the following ways: • Enter the number to dial in the Name/Number field. You can also type the name of a contact or user.
5-4 Chapter 5: Placing Calls in ViewPoint Placing a call • Click My Numbers. To place a call to one of your own phone numbers, such as your home or mobile phone, select it on the list. To place a call to another number, enter the number in the Number field. See your Wave system administrator about entering numbers into your My Numbers list. Note: To verify that the phone number is entered in a correct format, click . 3.
5-5 Chapter 5: Placing Calls in ViewPoint Placing a call You can quick-dial the following types of call from ViewPoint folders: To quick-dial... Use this folder A contact Contacts (or the Contacts list in the Call Monitor’s Phonebook pane) A workgroup Workgroups (or Extensions with a workgroup selected) Notes Calls all users in the workgroup simultaneously. The first user to answer receives the call.
5-6 Chapter 5: Placing Calls in ViewPoint Checking a number Checking a number To confirm that Wave has correctly interpreted a number or address that you have entered—for example, that it has recognized the correct country on an international call—click next to the Number or Address field. The Check Phone Number dialog opens. You can correct any dialing errors here before you place the call. Note: The dialog will open automatically if the number you entered was unclear. To check a phone number: 1.
5-7 Chapter 5: Placing Calls in ViewPoint Redialing numbers and returning calls Redialing numbers and returning calls You can quickly perform the following dialing actions in ViewPoint: • Redial the last number you dialed. Press F12 on your keyboard. • Return the last call you received. Press F11 on your keyboard. The name of the last caller and the phone number appear in the status bar at the bottom of ViewPoint window.
5-8 Chapter 5: Placing Calls in ViewPoint Creating conference calls 4. Select the second party for the conference call or enter a phone number to dial, and then click OK. See “Placing a call” on page 5-1 for more information. Note: If you have more than one active call when you choose the Conference command, click the New Call tab in the Conference dialog to place the call. When the call is answered, you are connected to the new party in a separate call.
5-9 Chapter 5: Placing Calls in ViewPoint Supervising other users’ calls Conferencing multiple active calls together Use the following procedure when you have two or more separate existing calls that you want to conference together with yourself. Note that you cannot conference two conference calls together. To conference separate existing calls together: 1. Select all the calls that you want to conference together. Press Ctrl on your computer keyboard as you select multiple calls. 2.
5-10 Chapter 5: Placing Calls in ViewPoint Supervising other users’ calls Each supervise command is available only if you have permission to use that command and the user is configured to allow being supervised with that command. Talk to your Wave system administrator about whether you can monitor, coach, and join other users’ calls, and which users you can supervise, if any.
Chapter 6 Managing Voice Messages in ViewPoint CHAPTER CONTENTS About managing voice messages in ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Listening to your voice messages and call recordings . . . . . . . . . . . . . . . . . . . . 6-4 Handling your voice messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Managing call recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About managing voice messages in ViewPoint 6-2 Chapter 6: Managing Voice Messages in ViewPoint The Messages folder The Messages folder is your complete voice mailbox. It contains your Inbox, Saved, and Deleted folders, which hold your voice messages as well as any call recordings sent to your mailbox. New messages appear in the Inbox folder. Use the audio controls above the status bar to play your voice messages.
About managing voice messages in ViewPoint 6-3 Chapter 6: Managing Voice Messages in ViewPoint Messages folders You can store your voice messages in multiple folders. The Messages folder contains three predefined folders: • The Inbox folder. New voice messages appear here. After you listen to them, they remain here unless you move or delete them. • The Saved folder. Saved messages appear here. When you save a message by using the telephone commands, it moves to the Saved folder. • The Deleted folder.
Listening to your voice messages and call recordings 6-4 Chapter 6: Managing Voice Messages in ViewPoint Listening to your voice messages and call recordings To listen to a voice message or call recording, double-click it in any Messages folder. For instructions on using the audio controls, see “Using the audio controls” on page 2-20. You can play the message or recording either over your computer's speakers or over your telephone. Choose Tools > Audio Output to switch audio output from one to the other.
Handling your voice messages 6-5 Chapter 6: Managing Voice Messages in ViewPoint Forwarding a voice message You can forward a voice message, except if it is marked Private, to one or more users. A copy of the message is sent directly to the voicemail of all recipients. You can also attach a recording of your own at the beginning of the forwarded message. For example, “Bob, this is Jim. I received this message and thought you would want to hear it.” Your recording precedes the forwarded message.
6-6 Chapter 6: Managing Voice Messages in ViewPoint Handling your voice messages To reply to all recipients of a message: 1. Select the message. 2. Click Actions > Reply to all. The recipients are listed in the Recipients pane of the Reply to Message dialog. Calling back the person who left a voice message You can call back the person who left you a voice message by using the Wave Place Call or the Speed Dial command. Place Call lets you choose the number to call if several numbers are available.
6-7 Chapter 6: Managing Voice Messages in ViewPoint Handling your voice messages Opening the contact record from a voice message If a voice message was left by an identified contact (see Chapter 9), you can open the contact record to view or change information about the contact. To do so, choose Actions > Open Contact. Deleting voice messages By default, messages in the Deleted folder that are older than three days are permanently removed from Wave.
6-8 Chapter 6: Managing Voice Messages in ViewPoint Handling your voice messages Associating a voice message from “Unknown” with a contact A voice message that appears from “Unknown,” means that Wave could not identify the caller as a Wave contact or user (Caller ID, if present, is still shown in the Number column). You can associate the message with a contact, so that the correct name appears in the Call Monitor and so that Wave identifies the contact on subsequent calls from that phone.
6-9 Chapter 6: Managing Voice Messages in ViewPoint Managing call recordings Managing call recordings The following types of call recordings can appear in your Inbox: • Recordings that you made yourself using the Call Monitor (see “Recording a call” on page 4-8). • Recordings made automatically by the system. Usually such recordings are sent to the voice mailbox of a Wave system administrator or contact center queue supervisor.
Sending a message directly to a user’s voicemail 6-10 Chapter 6: Managing Voice Messages in ViewPoint 1. Choose File > New > Voice Message. The New Message window opens. 2. Click the recipients who you want receive the message in the Available Users list. Hold down the Ctrl key as you click to select multiple users. If you select a workgroup or a queue, the message is sent to every user within the workgroup or queue. 3. Click Add to move the selected users to the Recipients list. 4.
6-11 Chapter 6: Managing Voice Messages in ViewPoint Knowing when you have new messages Knowing when you have new messages New voice messages appear in the Inbox folder soon after they are left.
Knowing when you have new messages 6-12 Chapter 6: Managing Voice Messages in ViewPoint Note the following: • For e-mail notification to work properly, the Wave ISM must be configured correctly. See your Wave system administrator if you encounter any problems. • Your Wave system can be synchronized with Microsoft Exchange so that changes you make to messages in one Inbox folder are reflected in the other. See “Microsoft Exchange Server synchronization” on page 6-7 for more information.
Managing greetings 6-13 Chapter 6: Managing Voice Messages in ViewPoint Managing greetings Greetings are recorded messages that callers hear when they reach your voicemail. For example, “This is Steve. I’m not at my desk at the moment, but leave me a message and I’ll get back to you soon.” With Wave you can record and store multiple greetings and specify when you want Wave to use each one.
6-14 Chapter 6: Managing Voice Messages in ViewPoint Managing greetings The Greetings folder contains three sections: • The Greetings list. Your existing greetings appear here. • The Notes Pane. This pane displays the contents of the greeting. To hide or show the Notes Pane, choose View > Notes Pane. • The audio controls. Use these controls to record a new greeting, import a greeting from disk, or rerecord a selected greeting. See “Using the audio controls” on page 2-20.
Chapter 7 Using the Call Log Folder CHAPTER CONTENTS The Call Log folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Taking notes on a Call Log entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 Associating a call from “Unknown” with a contact . . . . . . . . . . . . . . . . . . . . . . . 7-8 Returning a call in the Call Log folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7-2 Chapter 7: Using the Call Log Folder The Call Log folder Call Log folder filters The Call Log folder toolbar contains the following drop-down lists that enable you to view only the calls you want. Use either or both of the following: • Time filter. View the most recent calls according to the time frame you select. • Inbound/outbound filter. View only inbound calls, only outbound calls, or both.
7-3 Chapter 7: Using the Call Log Folder The Call Log folder Column Description Custom Data Custom data, if any, associated with the call. Custom data can be collected by IVR Plug-ins, auto attendants, or contact center queues. Dial String Digits that Wave actually dialed over the trunk, which may be different than the digits Wave displays in a contact's phone number. For example, a dial string may contain an international or long-distance access code, a dialing prefix, or a dialing suffix.
7-4 Chapter 7: Using the Call Log Folder The Call Log folder Column Description Recorded By User If checked, the user recorded the call manually using ViewPoint commands (see “Recording a call” on page 4-8.) Result How the caller’s wait ended. The possible outcomes are: Abandoned: The caller hung up before the call was answered. Connected: The call was answered. To voicemail: The call was sent to voicemail. Blind Transfer: A blind transfer sent the call to another extension.
7-5 Chapter 7: Using the Call Log Folder The Call Log folder Column Description Wait Time On incoming calls, the length of time starting when the caller selected the user’s extension until the time that the user picked up. On outgoing calls, Wait Time is always 00:00. (This column is used primarily in contact centers to keep track of the time callers spent waiting for an agent.) Call ID The Wave ID number of the call, primarily of interest to Wave system administrators.
7-6 Chapter 7: Using the Call Log Folder The Call Log folder Call Details columns The Call Details dialog contains following columns: Column Description Indicates the incoming and outgoing components of the call, respectively. Name Name of the parties in the call. On incoming calls, “Unknown” appears unless the user identified the caller as a contact. On outgoing calls, the user’s name appears. Start Time Date and time that each party began participating in the call.
7-7 Chapter 7: Using the Call Log Folder Taking notes on a Call Log entry The Call Details dialog contains following columns: Column Description Dial String Digits that Wave actually dialed over the trunk, which can be different than the digits Wave displays in a contact's phone number. For example, a dial string can contain an international or long-distance access code, least-cost routing information, or dialing prefix or suffix.
Associating a call from “Unknown” with a contact 7-8 Chapter 7: Using the Call Log Folder Associating a call from “Unknown” with a contact When a Call Log entry appears from “Unknown,” it means that Wave was unable to identify the caller as a Wave contact or user. You can associate the call with a contact, so that the correct name displays and Wave identifies the contact on subsequent calls from that phone. See “Associating a call or Caller ID number with a contact” on page 9-9 for complete instructions.
Opening the contact record from a contact’s call 7-9 Chapter 7: Using the Call Log Folder You can also enter an account code during a call using ViewPoint (see “Entering an account code for a call” on page 4-11) or the telephone commands (See “Entering an account code for a Call Log entry” on page 7-8). Opening the contact record from a contact’s call If a call was identified as being from a contact, you can open the contact’s record to view or change information about that contact.
Chapter 8 Call Forwarding CHAPTER CONTENTS About call forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 Forwarding calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 About call forwarding Call forwarding causes your calls to ring at another phone, either another extension or an external number.
8-2 Chapter 8: Call Forwarding Forwarding calls 2. Click On. 3. Enter or select the number to dial in one of the following ways: • Enter the number to which calls are forwarded in the Name/Number or Name/Extension field. You can also type the name of a contact or user. • Click Extensions and select an extension on the list. You can also select a queue, auto attendant, IVR Plug-in, or workgroup. • Click Contacts and select a contact on the list.
8-3 Chapter 8: Call Forwarding Forwarding calls 5. To set other call forwarding options, click the Advanced tab. You can set any of the following options: • Wait for answer. Enter the length of time in seconds that you want a call to ring the forwarding number before going to your voicemail). If you are using the option Prompt recipient for password (described below), you should enter at least 30 seconds.
8-4 Chapter 8: Call Forwarding Forwarding calls Turning forwarding on and off via the FWD button The FWD button appears in the status bar. While your calls are forwarded, the FWD button displays a small phone and green arrow icon. Click the FWD button to open the Call Forwarding dialog to turn call forwarding on or off or make other changes.
Chapter 9 Managing Contacts and Workgroups CHAPTER CONTENTS About contact management and Wave . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1 The Contacts folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2 Managing contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3 Teaching Wave to recognize your contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . .
9-2 Chapter 9: Managing Contacts and Workgroups The Contacts folder The Contacts folder To open the Contacts folder, click its icon in the navigation bar. Using contacts folders You can create folders to organize your contacts. For example, you could have a Friends folder for personal contacts that keeps your friends separate from your other contacts. Separating contacts into folders makes it easier to find your contacts quickly. See “Organizing items in folders” on page 2-17.
9-3 Chapter 9: Managing Contacts and Workgroups Managing contacts Public contacts contained in the Public\Contacts folder and can also be accessed via the Phonebook pane's Contacts tab, and by choosing Actions > Place Call. To enter or edit a public contact, you must have public contact editing permissions. If you do not have those permissions, you can view and place a call to public contacts, but you cannot edit them.
Managing contacts • 9-4 Chapter 9: Managing Contacts and Workgroups Recording a voice title for a contact. Like your own voice title, a contact’s voice title is a short recording that you create of the contact's name. If you are using call announcing, Wave announces calls from the contact by saying “Call from,” followed by the contact’s voice title. Contacts who do not have voice titles recorded are prompted to say their names each time they call you, unless you have turned off that prompt. .
9-5 Chapter 9: Managing Contacts and Workgroups Managing contacts 3. Enter the appropriate information about the contact in the First Name, Last Name, Company, and Title fields. The first and last names are displayed in the Call Monitor folder when this contact calls you. Either a first name or a last name is required. To create a contact that has the name of a company only, enter the company name into one of these fields. 4.
9-6 Chapter 9: Managing Contacts and Workgroups Managing contacts • Use this number as caller identification for this contact: Select this checkbox if you want Wave to identify calls from this number as calls from the contact. Checking this box adds the phone number to the contact’s Incoming Caller ID list (see “Teaching Wave to recognize your contacts” on page 9-7). If this option is unchecked, calls from this number appear in the Call Monitor and Call Log folders as being from “Unknown.
9-7 Chapter 9: Managing Contacts and Workgroups Teaching Wave to recognize your contacts Placing calls to your contacts You can place a call to a contact with a phone number using ViewPoint. See “Placing a call” on page 5-1 for instructions. Teaching Wave to recognize your contacts Wave’s more advanced features depend on Wave recognizing your contacts. You can teach Wave to recognize your contacts in the following ways: • By recognizing the Caller ID number or name of the contact’s phone.
Teaching Wave to recognize your contacts 9-8 Chapter 9: Managing Contacts and Workgroups Identifying contacts by name Each contact has a list of associated phone numbers called the Incoming Caller ID list. When a call arrives from one of those phone numbers, Wave identifies that contact. The Incoming Caller ID list can include Caller ID names as well as phone numbers. See “Understanding name and number on Caller ID” on page 9-11 for pointers on which item is more useful for identifying a given contact.
9-9 Chapter 9: Managing Contacts and Workgroups Teaching Wave to recognize your contacts Deleting a number from the Incoming Caller ID list If Wave wrongly identifies a contact as the caller, it is likely that the Incoming Caller ID list for that contact includes an incorrect phone number. You can prevent further misidentification by deleting the phone number from the list. 1. Double-click the contact from whom you want to delete a phone number. The Contact dialog opens. 2.
9-10 Chapter 9: Managing Contacts and Workgroups Teaching Wave to recognize your contacts To associate a call with a contact: 1. Click one of the following: • An active call in the Call Monitor folder • An entry for a call in the Call Log folder • A voice message in any Messages folder 2. Click on the toolbar. The Associate dialog opens. 3. To associate this call with a contact, select the Associate the following contact with this call checkbox.
Teaching Wave to recognize your contacts 9-11 Chapter 9: Managing Contacts and Workgroups 5. If the call came from a phone number that is new for this contact, you can add the new number to the contact’s phone number list now. To do so, check Save the following number in this contact, and then select the phone number category to save it as via the Save As drop-down list. 6.
9-12 Chapter 9: Managing Contacts and Workgroups Opening contacts from within other folders Using contact PINs for guaranteed recognition Contact PINs provide a guaranteed way for callers to be recognized by Wave whenever they call. A contact with a PIN can call from any phone number and be identified by Wave. Contact PINs are unique numbers that you give out to contacts. Contacts add their PINs to your extension when they call you. Note: You cannot enter a contact PIN for a public contact.
9-13 Chapter 9: Managing Contacts and Workgroups Using contacts in another contact manager Using contacts in another contact manager If you make extensive use of another TAPI-compatible contact manager or customer relationship management application such as Microsoft Outlook, GoldMine or FrontOffice 2000, or Interact Commerce Corporation’s Act!, you can place Wave calls to your contacts from those applications by using the Wave TAPI Service Provider.
9-14 Chapter 9: Managing Contacts and Workgroups Using workgroups 3. Select Comma Separated Values (Windows) and click Next. 4. Select a folder in which to store the contacts file and click Next. 5. Enter a filename and click Next. 6. Click Finish. Importing contacts into Wave See “Importing and exporting Wave items” on page 2-21. Using workgroups A workgroup is a group of related extensions or contacts. Extensions in Wave include users, IVR Plug-ins, auto attendants, or queues.
Using workgroups 9-15 Chapter 9: Managing Contacts and Workgroups You can also view and select public workgroups when you place a call using the Place Call To dialog. See “Using the Place Call To dialog” on page 5-3. Note: You can create or edit public workgroups only if your Wave system administrator has given you permission to do so. The Workgroups folder The Workgroups folder lets you view and manage your workgroups. To open the Workgroups folder, click the Configuration icon in the navigation bar.
9-16 Chapter 9: Managing Contacts and Workgroups Using workgroups Creating a workgroup 1. Do one of the following: • To create a personal workgroup, open the Workgroups folder. • If you have the permission to create a public workgroup, open Public Folders in the Folder List and click Workgroups. You can only create a public workgroup if your Wave system administrator has given you permission to do so. 2. Choose File > New > Workgroup. The Workgroup dialog opens. 3.
9-17 Chapter 9: Managing Contacts and Workgroups Using workgroups Having a workgroup appear as an Extensions tab You can specify whether or not a particular workgroup appears as a tab in your Extensions list. If you create a tab for the workgroup, it lists all extensions within the workgroup, and you can see the current status of those extensions at a glance (contacts in the workgroup do not appear). The tab also appears in the Extensions section of the Place Call To and Transfer Call To dialogs.
Appendix A Using the Wave Archived Recording Browser APPENDIX CONTENTS About the Wave Archived Recording Browser . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Running the Archived Recording Browser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Searching for recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 Managing individual recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Searching for recordings A-2 Appendix A: Using the Wave Archived Recording Browser To run the Archived Recording Browser: 1. Choose Start > Programs > Vertical Wave > Wave Archived Recording Browser. The Wave Archived Recording Browser dialog opens: 2. Enter your archive user User Name and Password. These can be different than your Wave user name and password—ask your Wave system administrator for the user name and password to use. Click OK. 3.
A-3 Appendix A: Using the Wave Archived Recording Browser Searching for recordings Starting a new search To start a new search: 1. Click on the toolbar. The Search Archived Recordings dialog opens. 2. Do one of the following: • If your search only involves the criteria shown on the Basic tab • On the Basic tab, you can quickly specify commonly-used criteria, and anything you enter is treated as a partial search.
Searching for recordings • A-4 Appendix A: Using the Wave Archived Recording Browser Click the Advanced tab to search on additional fields in the mailbox recording’s Call Log entry, or to define more complex search criteria than you can specify on the Basic tab. For a description of each field on the Advanced tab, see “Search criteria” on page A-5. Click Add to List after defining each entry. To remove an entry from the list, select it and then click Remove. 3.
A-5 Appendix A: Using the Wave Archived Recording Browser Searching for recordings Search criteria The following table describes the search criteria that you can set up on either the Basic or Advanced tab in the Search Archived Recordings dialog: Tab Field Description Basic Wave Server If your system archives mailbox recordings from more than one Wave Server, you can search all of the Servers, or select a specific Server from the drop-down list.
A-6 Appendix A: Using the Wave Archived Recording Browser Searching for recordings Tab Advanced Field Description Call Notes To search for recordings that contain a specific text string in the Call Notes field, select the checkbox, and then enter the string in the text box. Archive Notes To search for recordings that contain a specific text string in the Archive Notes field, select this checkbox, and then enter the string in the text box.
A-7 Appendix A: Using the Wave Archived Recording Browser Searching for recordings Tab Field Description Equals, Does not equal Use to search based on the exact contents of a field. For example, to search for recordings of calls from Kevin McDonough, add the criteria “From Equals Kevin McDonough”. Note that when you use Equals and Does not equal, you cannot search based on part of the field’s contents—the criteria “From Equals Irene” would not return any matches.
A-8 Appendix A: Using the Wave Archived Recording Browser Searching for recordings Tab Field Description Like Use to search based on wildcard characters that represent one or more characters. Use a question mark (?) to represent a single alphanumeric character. For example, to search for recordings of calls from the 617 area code and 555 exchange, add the criteria, “Number Like 617555????”. Use an asterisk (*) to represent one or more alphanumeric characters.
Managing individual recordings A-9 Appendix A: Using the Wave Archived Recording Browser Saving your current search There are two ways to save your current search criteria in order to search using the same criteria at a later time: 1. In the Search Archived Recordings dialog, click Save As. -orIn the Browser, click on the toolbar. The Save Search As dialog opens. 2. Enter a name for your search and then click Save.
A-10 Appendix A: Using the Wave Archived Recording Browser Managing individual recordings The following information is displayed for each recording: • If , recording has been flagged for follow-up. • Identifies the recording type: • Voice message • Call recording • Server. Wave Server from which the recording was archived. • Mailbox. User’s mailbox folder from which the recording was archived. If you restore the recording, it will be returned to this mailbox. • From.
A-11 Appendix A: Using the Wave Archived Recording Browser Acting on archived call recordings Acting on archived call recordings To act on archived recordings: 1. 2. Adjust the display in any of the following ways: • Click on any column heading to sort the search results on that column. You can type characters or words to jump to the first matching record in the sorted column that begins with that text.
Checking the archive for missing audio files A-12 Appendix A: Using the Wave Archived Recording Browser Note: You can view Call Log details for all call recordings, and for voice messages that were left by a caller via the Wave telephone commands. Internal voice messages will only have associated Call Log details if internal (station-to-station) call logging is turned on via Tools > System Settings > Call Log tab in the TV Admin applet in the Wave Remote Management Console.
A-13 Appendix A: Using the Wave Archived Recording Browser Purging archived recordings Purging archived recordings You must have Administrator privileges to perform this operation. When you purge archived recordings, all mailbox recordings in the archive folder that match the criteria that you set are deleted permanently, as well as the corresponding archive database entries. To purge archived recordings: 1. Choose Tools > Purge Recordings.
Appendix B Logging On with Command-Line Switches APPENDIX CONTENTS About ViewPoint command line switches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1 ViewPoint command line switch reference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1 About ViewPoint command line switches You can add various switches to the command line that ViewPoint shortcut uses to start ViewPoint.
ViewPoint command line switch reference B-2 Appendix B: Logging On with Command-Line Switches • /user /password /showloginoptions. Syntax: /user: /password: /showloginoptions. Example: /user:Neil Pratt /password:2112. (The three switches can be used separately.) Use to automatically log on to ViewPoint as a specific user. With just /user and /password present, ViewPoint skips the Logon dialog.
B-3 Appendix B: Logging On with Command-Line Switches ViewPoint command line switch reference Using the /station command The /station command associates ViewPoint with a specific phone, either a station ID or a remote number. You can use this switch to set up various ViewPoint shortcuts for different remote locations, so you don’t have to wait for ViewPoint to launch, then choose File > Use a different station, and wait for it to launch again.
Appendix C Reporting Problems APPENDIX CONTENTS About the Problem Report Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1 Reporting a problem that involves a specific call . . . . . . . . . . . . . . . . . . . . . . . . C-2 Reporting other problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
C-2 Appendix C: Reporting Problems Reporting a problem that involves a specific call Reporting a problem that involves a specific call If you encountered a problem that involved a call, the best way to report the problem is as follows: 1. In ViewPoint, go to the Call Log folder and select the call during which the problem occurred. 2. Choose Actions > Report a Problem. The Problem Report Wizard opens with details about the call already entered. 3. Complete the Problem Report Wizard screens.
Appendix D Software License Agreement End User Software License Agreement NOTICE: Please carefully read this End User Software License Agreement (this “EULA”) concerning your use of certain software that is owned or is provided under license by Vertical Communications, Inc., and was provided to you by Vertical Communications, Inc., or a subsidiary, affiliate or authorized dealer, distributor or other authorized sublicensor (hereafter, collectively, Vertical Communications, Inc.
D-2 Appendix D: Software License Agreement End User Software License Agreement 2. ADDITIONAL LICENSING REQUIREMENTS AND/OR USE RIGHTS. a. Specific Use. Vertical Communications, Inc. designed this System for a specific use. You may only use the Software for that use. You may not use the Software to support additional software programs or functions, other than utilities or similar software used solely for administration, performance enhancement and/or preventative maintenance of this System. b.
D-3 Appendix D: Software License Agreement End User Software License Agreement 3. SCOPE OF LICENSE. The Software is licensed, not sold. This agreement only gives you some rights to use the Software. Vertical Communications, Inc. and Microsoft reserve all other rights. Unless applicable law gives you more rights despite this limitation, you may use the Software only as expressly permitted in this agreement.
D-4 Appendix D: Software License Agreement End User Software License Agreement • BENCHMARK TESTING. The Software may contain the Microsoft .NET Framework. You may conduct internal benchmark testing of the .NET Framework component of the Software (".NET Component"). You may disclose the results of any benchmark test of the .
End User Software License Agreement D-5 Appendix D: Software License Agreement 6. PROOF OF LICENSE. If you acquired the Software on the System, or on a disc or other media, a genuine Certificate of Authenticity label with a genuine copy of the Software identifies licensed Software. To be valid, this label must be affixed to the System, or included on or in Vertical Communications, Inc.’s Software packaging. If you receive the label separately, it is not valid.
End User Software License Agreement D-6 Appendix D: Software License Agreement LIMITED MEDIA WARRANTY. Vertical Communications, Inc. warrants that any media on which the Software is recorded will be free from defects in materials and workmanship under normal use for a period of 90 days from the date the Software is shipped to reseller. If a defect in any such media should occur during this 90-day period, the media may be returned to Vertical and Vertical will replace the media without charge.
D-7 Appendix D: Software License Agreement PuTTY Executables & Source Code PuTTY Executables & Source Code Refer to http://www.chiark.greenend.org.uk/~sgtatham/putty/licence.html. The PuTTY executables and source code are distributed under the MIT licence, which is similar in effect to the BSD licence. (This licence is Open Source certified and complies with the Debian Free Software Guidelines.
Index Symbols flagging recordings for follow-up, A-12 loading saved search, A-9 logging on, A-1 managing recordings, A-9 opening Call Log details for recordings, A-11 playing recordings, A-11 purging recordings, A-13 refreshing search results, A-12 restoring recordings to Servers, A-12 running, A-1 saving current search, A-9 searching for recordings, A-2 sorting search results, A-11 specifying search criteria, A-5 F11 (return your last call), 5-7 F12 (redial your last call), 5-7 A accessing account, 1-1
Index C IND-2 selecting calls in, 4-3 call notification of voicemail, 6-11 callback number using to identify contacts, 9-11 caller ID including with pager notification, 6-12 selecting name or number as contact identification, 9-11 used to identify contacts, 9-8 calling back a Call Log entry, 7-8 voicemail, 6-6 your last caller, 5-7 Call Log folder overview, 7-1 adding notes to calls in, 7-7 associating a call with a contact, 7-8 filters for, 7-2 opening a contact record from, 7-9 returning calls from, 7
Index taking notes on, 4-11 transferring tips for Operators, 4-8 using drag-and-drop, 4-6 using ViewPoint, 4-6 unparking using ViewPoint, 4-10 IND-3 CSV files, importing and exporting, 2-21 custom data, viewing, 4-2 D checking numbers, 5-6 default phone number, for contacts, 9-5 coaching users’ calls, 5-9 default station, changing, 2-5 conference calls as displayed in Call Monitor, 5-7 creating using ViewPoint, 5-7 using drag-and-drop, 5-8 Contact Manager Assistant, 9-13 contacts overview, 9-1 acco
Index overview, 3-1 adding as pane in Call Monitor, 2-12 setting up workgroup tabs for, 9-17 tabs in, 3-2 F F11 (return your last call), 5-7 F12 (redial your last call), 5-7 Favorite Folders list, 2-8 IND-4 e-mailing, 6-14 recording using ViewPoint, 6-14 Greetings folder, 6-13 H Help, online, 1-4 hold putting calls on using ViewPoint, 4-5 retrieving from other phones (call parking), 4-9 feature comparison table, 1-3 folders overview, 2-17 for contacts, 9-2 for voicemail, 6-3 opening in new windows, 2-
Index IND-5 P with new options, 2-6 pager notification of voicemail, 6-11 M panes in Call Monitor folder, 4-2 Phonebook, 2-12 menu bar, 2-7 message waiting light, enabling and disabling, 6-11 Microsoft Exchange Server, synchronizing with, 6-7 Microsoft Outlook, 1-2 monitoring users’ calls, 5-9 My Numbers placing calls to, 5-4 N names of callers displayed in Call Monitor, 4-4 playing caller’s over speakers, 4-10 navigation pane, 2-8 notes adding to active calls, 4-11 adding to calls in Call Log, 7-7
Index problems, reporting, C-1 prompts changing language of for contacts, 9-5 for password with call forwarding, 8-3 public contacts, 9-2 folders, 2-17 workgroups, 9-14 purging archived recordings, A-13 IND-6 screening calls with ViewPoint, 4-4 screening voicemail using ViewPoint, 4-4 screen-pops for calls, 1-2 searching for contacts, 9-3 Server, changing ViewPoint’s, 2-3 speakers, audio output from, 2-10 Speed Dial command, 5-4 Q queues tabs for in Extensions list, 3-2 R status bar, 2-9 stutter dial
Index IND-7 using ViewPoint, 4-6 triangles in audio controls, 2-21 U "Unknown" callers, associating with contacts, 9-9 unparking calls using ViewPoint, 4-10 urgent voicemail, 6-8 V listening to while caller leaves, 4-4 new, indications of, 6-11 notification of, 6-11 private, 6-8 replying to using ViewPoint, 6-5 scheduling notifications, 6-12 screening using ViewPoint, 4-4 sending a call directly to using ViewPoint, 4-4 sending using ViewPoint, 6-9 synchronizing with Microsoft Exchange Server, 6-7 unhea
