Vertical TeleVantage 7.5 Technical Information download pdf (Page 17)

CHAPTER 1. INTRODUCTION 1-3

Q Powerful call center options. Two types of call centers are available in

TeleVantage—call center queues and ACD workgroups. Call center queues provide a

full-featured call distribution system, enabling you to customize your callers’ hold

experience, play single or repeating prompts, prompt callers to enter data, configure call

priority, and set up multi-level supervisor permissions. ACD workgroups provide fewer

features and are available to you if you have not purchased the Call Center Agent

licenses that are required for call center queues. You can use the TeleVantage Call

Center Reporter to run a variety of reports on call center activity for both call center

queues and ACD workgroups.

Q E-mail, pager, and call notification. Receive notification of incoming voice mail,

using e-mail, pager, or by having TeleVantage call you.

Q Advanced caller identification. Using PIN numbers or Caller ID, TeleVantage lets you

easily screen every call and message, either visually or by announcing the caller's name

when you answer the phone.

Q Call recording. Lets you record conversations of calls or conferences, on demand or

automatically across the entire company or specified individuals.

Q Personal statuses. Lets you create “Vacation,” “Out of the Office,” and other personal

statuses to let your coworkers know what you are doing. Personal status can set whether

your phone rings, the greeting that plays, and routing list behavior when you are not able

to answer calls.

Q TeleVantage ViewPoint Web Access. Enables users with a Web browser to access

voice mail or manage personal settings from anywhere in the world over the Internet or

from non-Windows platforms in the office.

Q “Follow-me” call forwarding. Features routing lists that try several locations to find

you. You can create several routing lists and apply them to specific callers.

Q Call logging with cradle-to-grave history. Lets users see a record of their own calls

and gives TeleVantage system administrators access to your company's complete log.

Click on any call in the Call Log or Call Monitor to see a real-time history of its flow

through the system.

Q Scheduled auto attendants. Allows you to schedule an auto attendant’s use of specific

greetings and the way it routes calls according to the time of the day and days of the

week.

Q Flexible Internet-ready architecture. Supports pure SIP or H.323 IP telephony and

hybrid solutions such as IP-connected phones. Lets you adapt to Internet telephony at

your own pace.

Q TAPI Service Provider and Contact Manager Assistant. Lets you use Act!, Outlook,

GoldMine, GoldMine FrontOffice, or other TAPI-compliant applications with

TeleVantage. You can place calls and receive screen-pop identifications when you

receive calls from contacts in these applications.

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Vertical TeleVantage 7.5 Technical Information Page 17