Vertical Wave manuals

Vertical Wave Installation Guide (238 pages)

Brand: Vertical | Category: Telephones | Size: 3.46 MB |

Wave Server

Installation Guide

Revision History

Release 2.0 Service Pack 1

April 2011

Contents

About This Guide

Using the Help system

Terms used

Type conventions

Vertical Wave Installation Guide (292 pages)

Brand: Vertical | Category: Telephones | Size: 3.14 MB |

Wave Contact

Center Administrator

Revision History

Contents

Contents-2

Contents-3

Contents-4

Contents-5

Contents-6

Contents-7

Contents-8

Contents-9

Introduction

Contact Center queue features

Chapter 1: Introduction

Using the audio controls

Importing audio files

Related reading

Support services

Web site

System security

About Contact Center queues

Licenses and permissions

Overview of creating a queue

The Queues view

Column Description

Confirmation field

Closing a queue

Queue status when closed

Select one of the following:

Defining agents for a queue

1 Click the Agents tab

Adding agents to a queue

Queue Sign In/Out

Take Call command

Agent permissions

Agent Permissions

Changing the order of agents

Using remote agents

Configuring call distribution

Using Last Agent Routing

To enable Last Agent Routing:

Defining how calls are scored

Setting up overflow agents

Parameter Description

Estimated average call

Defining a maximum wait time

Setting up hold music

Creating Hold prompts

To create a Hold prompt

No mailbox

Setting up caller data entry

Validating caller data entry

Release 2.0 Service Pack 1

100

April 2011

100

To record a queue’s calls

103

Collecting queue statistics

105

OK to close the Queue dialog

106

Add. The Shift dialog opens

107

Directing calls to a queue

108

To create a custom variable

111

Deleting a queue

112

Deleting a queue 2-91

113

CHAPTER CONTENTS

115

Defining skills

118

The skill value scale

119

Assigning skills to a user

119

Assigning attributes to users

120

Auto Attendants view

122

Send calls to agents options:

127

above)

129

Using custom agent scoring

132

Click OK

134

The agent scoring formula

135

Agent 1 Agent 2

136

Creating the utility user

139

12 Deselect all options

141

Delete

143

Creating queue contacts

145

Starting your shift

148

Ending your shift

148

Taking a break

149

Working at different phones

150

Signing in and out of a queue

151

Using the Call Monitor tabs

154

Wrap-up time

155

Viewing queue activity

155

From column

156

*14# at a dial tone

156

Popping up caller information

157

Working remotely

157

About supervising queues

159

Viewing current queue calls

160

Monitoring queue statistics

160

Agents Pane Information

162

Queue Statistics Pane

167

When statistics are reset

170

When statistics are refreshed

171

Algorithm Agent positions

173

*55 Queue Statistics

175

*58 102# 1

178

Managing agents’ status

179

Managing agents’ status 6-22

180

Agents tab

181

Managing agents’ status 6-24

182

Access Contact Center

186

Reporter

186

Running a report

187

Running a report 7-4

188

Running a report 7-5

189

Viewing report results

190

Viewing report results 7-7

191

Setting Reporter options

192

Setting Reporter options 7-9

193

Setting Reporter options 7-10

194

To share a local report

195

Tools > System Settings

196

To prepare the report

197

Properties

198

Available reports overview

200

Contact Center Reports

201

Name Description

201

Agent Call Trends report

210

Agent Call Trends report 7-27

211

Agent State Summary report

214

•Offering

217

• No answer

217

• Active inbound

217

• Active outbound

217

• Dialing

217

Call Log report

221

Call Log report 7-38

222

Call Result by Skill report

223

Call Summary report

224

Call Summary report 7-41

225

Call Transfer report

226

Call Transfer report 7-43

227

Call Trends report

228

Call Trends report 7-45

229

Custom Data report

235

Custom Data report 7-52

236

Grouped Service Level report

237

Start and End dates

239

Queue Comparison report

250

Service Level report

253

Service Level report 7-70

254

Service Level by Skill report

255

Trunk Performance report

256

Trunk Performance report 7-73

257

Trunk Performance report 7-74

258

Trunk Usage report

259

Trunk Usage report 7-76

260

User Activity report

263

User Call Trends report

264

User Call Trends report 7-81

265

Wait by Outcome report

266

Creating Custom Reports

267

Wave database schema

268

The CallLog table

269

Wave database schema A-4

270

The PartyLog table

271

Wave database schema A-6

272

Wave database schema A-7

273

The QueueEncounter table

274

The AgentStateChange table

275

The UserStateChange table

276

The PhoneBookEntry table

276

The ExtensionSettings table

277

Agent table

277

QueueSkillDefinitions table

278

PBEQueueSkills table

278

PBEQueueAttributes table

278

PersonalStatus table

279

Queue table

279

QueueSkills table

280

SkillReqLog table

280

UserPSChange table

280

Enabling queue logging

281

About queue log files

282

Viewing queue logs

282

Troubleshooting agent issues

283

Vertical Wave User's Guide (382 pages)

Brand: Vertical | Category: Telephones | Size: 5.30 MB |

Wave ViewPoint

User Guide

Revision History

Contents

Wave ViewPoint User Guide

Chapter 11 Using Call Rules

Appendix C Reporting Problems

Introducing Vertical Wave

Accessing Wave

Feature comparison table

Getting technical support

Wave documentation

Accessing Help

Using ViewPoint

Installing ViewPoint

About ViewPoint 2-3

Chapter 2: Using ViewPoint

and then de-selecting the

Using ViewPoint remotely

Logging on to ViewPoint

Logging on to ViewPoint 2-8

Logging on to ViewPoint 2-9

Logging on to ViewPoint 2-10

Logging on to ViewPoint 2-11

Logging on to ViewPoint 2-12

Logging on to ViewPoint 2-13

Logging on to ViewPoint 2-14

Logging on to ViewPoint 2-15

Logging on to ViewPoint 2-16

Changing your password

Exiting ViewPoint

The Menu Bar

The Toolbar

The Navigation Pane

The Status Bar

Working in ViewPoint folders

on the shortcut menu

Copying and pasting items

Dragging and dropping items

Organizing items in folders

Viewing public folders

Managing the Deleted folder

Sharing folders

Using the audio controls

Using Personal Statuses

About personal statuses 3-2

About personal statuses 3-3

Available personal statuses

About personal statuses 3-5

About personal statuses 3-6

Selecting a personal status

Modifying a personal status

Using the Extensions List

Searching the Extensions list

Extensions list tabs

Extensions list columns

Placing calls to an extension

Using the Call Monitor folder

Call Monitor folder tabs

Call Monitor folder panes

Call Monitor folder columns

Call ownership

Double-clicking calls

Taking the call

Sending the call to voicemail

Putting a call on hold

Transferring a call

Adding notes to a call

Recording a call

To record a call

Parking a call

Unparking a call

100

Sending a call to voicemail

100

To flag a problem call

101

Incoming call indicators

102

Viewing shared calls

104

Placing Calls in ViewPoint

105

Placing a call 6-2

106

Placing a call 6-3

107

Placing a call 6-4

108

Placing a call 6-5

109

Placing a call 6-6

110

Placing a call 6-7

111

Checking a number

112

Creating conference calls

113

Ending a conference call

116

Using the ViewPoint Softphone

118

Using a remote phone

121

Using a remote phone 6-18

122

Using a remote phone 6-19

123

Using a remote phone 6-20

124

Using a remote phone 6-21

125

Release 3.0

126

October 2012

126

CHAPTER CONTENTS

127

The Messages folder

128

Handling your voice messages

130

Forwarding a voice message

131

Replying to a voice message

132

E-mailing a voice message

133

Deleting voice messages

133

Managing call recordings

136

Stutter dial tone

139

Message waiting light

139

Sound played

139

To set up pager notification

142

To set up call notification

144

Scheduling notifications

145

4. Click

146

, and then click Add. The

146

To specify custom hours

147

Managing voicemail greetings

149

The Greetings folder

150

Greeting hierarchy

151

Recording a new greeting

152

E-mailing a greeting

153

New Inbox

154

Saved Wave Saved Messages

154

Deleted Deleted Items

154

Using the Call Log Folder

159

Call Log folder filters

160

Call Log folder columns

161

Viewing call details

161

Call Details Columns

162

The Call Log folder 8-5

163

Sharing the Call Log

166

Reporting on the Call Log

167

Forwarding calls

170

Forwarding calls 9-3

171

Forwarding calls 9-4

172

Using routing lists

173

Using routing lists 9-6

174

The Routing Lists folder

175

Using routing lists 9-8

176

Using routing lists 9-9

177

Using routing lists 9-10

178

Using routing lists 9-11

179

Using routing lists 9-12

180

Using routing lists 9-13

181

Using routing lists 9-14

182

Using routing lists 9-15

183

Using routing lists 9-16

184

Using routing lists 9-17

185

Routing calls to groups

186

Using routing lists 9-19

187

Using routing lists 9-20

188

Managing Contacts and Groups

189

The Contacts folder

190

Viewing shared contacts

191

Contacts folder tabs

191

The Contacts folder 10-4

192

Managing contacts

193

Managing contacts 10-6

194

Managing contacts 10-7

195

Identifying contacts by name

197

To enter a contact PIN

203

Using ViewPoint Groups

205

Personal and public Groups

206

The Groups folder

206

Creating a Group

207

Using ViewPoint Groups 10-20

208

Using Call Rules

209

About call rules 11-2

210

Chapter 11: Using Call Rules

210

The Call Rules dialog

211

Creating a new call rule

212

Creating a new call rule 11-5

213

Creating a new call rule 11-6

214

Creating a new call rule 11-7

215

Creating a new call rule 11-8

216

Creating a new call rule 11-9

217

Call rule priority

218

Call rule priority 11-11

219

Customizing ViewPoint

221

Tab Field See

222

Customizing phone behavior

223

Recording your voice title

224

To set call alerts

233

Changing ViewPoint’s language

238

To set double-click behavior

239

Customizing columns

240

Other customization options

241

Running a report

245

Running a report 13-4

246

Shared and local reports

247

Setting Reporter options

248

Setting Reporter options 13-7

249

Click OK

250

Totals on the Data tab

251

Using the Report Runner

253

Available reports overview

255

Call Log report

256

Call Log report 13-15

257

Call Transfer report

258

Grouped Service Level report

259

data you entered

263

User Call Trends report

265

the ViewPoint Mobile App

267

Carrier network features

268

Supported devices

268

Online vs. offline mode

269

Server Settings

275

For Calls Use

276

• Call Log. See page 14-34

278

. See page 14-36

278

Making a call (iOS)

288

. Puts the caller on hold

293

Viewing your Call Log (iOS)

300

Instant Messaging (iOS)

302

Setting options (iOS)

303

Call Settings

315

To transfer a call

330

Conferencing: Method 1

331

Conferencing: Method 2

332

Instant Messaging (Android)

339

1. Tap

340

Setting options (Android)

342

APPENDIX CONTENTS

349

Searching for recordings

351

Searching for recordings A-4

352

Searching for recordings A-5

353

Searching for recordings A-6

354

Searching for recordings A-7

355

Searching for recordings A-8

356

Saving your current search

357

Loading a saved search

357

Purging archived recordings

362

Reporting Problems

367

Vertical Wave User's Guide (46 pages)

Brand: Vertical | Category: Telephones | Size: 1.64 MB |

VERTICAL VIEWPOINT 2.0

USER GUIDE

TABLE OF CONTENTS

VIEWPOINT USER GUIDE

CHANGE PASSWORD

NAVIGATION PANE

STATUS BAR

USING PERSONAL STATUSES

USING THE EXTENSIONS LIST

INSTANT MESSAGING

CALL MONITOR

RECORDING A CALL

PLACE CALL TO DIALOG

CALL LOG FOLDER

CALL FORWARDING

ENTERING CONTACTS

CONTACT CENTER REQUIREMENTS

BCS INFORMATION

MY INFORMATION

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Vertical Wave manuals

Vertical Wave Installation Guide (238 pages)

Table of contents

Vertical Wave Installation Guide (292 pages)

Table of contents

Vertical Wave User's Guide (382 pages)

Table of contents

Vertical Wave User's Guide (46 pages)

Table of contents

Vertical devices