Version 1.6
The VoIP / PC PBX / communication server Hello! TeleVantage ™
PC Operator Console Technical Manual
(Demo Version)
Content
Overview 2
Requirements TV & Desktop 2
Installation 3
Options 4
Screen Lay-out 6
Views 8
Keyboard Configuration 12
Overview
Requirements TV & Desktop
Software:
· Use the TeleVantage version 6.1.2834 or higher.
· The workstation is in need of 1 ViewPoint license. When you want to increase the functionality of the Operator Console then you may add 1 Call Centre agent license.
· Operating system used:
o Windows NT workstation 4.0 SP 6a and higher.
o Windows 2000.
o Windows XP.
o Windows 98 and Millennium are supported but not recommended.
· TeleVantage Viewpoint needs to be installed on the workstation where the PC Operator Console is going to be installed.
· This application will only function properly for a 5 minutes – period. Then a message will be displayed and the session has been ended by the Demo- application. When you click ‘ok’ you’ll have to log on again. This will also happen after handling 10 calls.
Hardware:
· Processor: Minimum PII 400 MHz.
· Disk space: Minimum of 250 Mb free space.
· Memory: Minimum of 512 Mb.
Installation
· Double-click on the setup.exe file.
o Click 'Ok'.
o If necessary change the installation path and then click on the install button.
o If necessary change the name of the program group.
o If asked to keep newer files, click ‘Yes’.
o After setup the is completed, click ‘Ok’.
Options
To log on
This will define your user settings.
Server name : Name or IP Address of your TeleVantage Server.
Username : Your TeleVantage username.
Password : Your TeleVantage password.
Station ID : The Station ID of the phone you will be working from.
Busy Lamp Field
Left button action:
Define what your left mouse button action will be. You can choose Blind or Supervised transfer.
Show name/extension:
Define if you will see the names or extensions in the busy lamp field of the Workgroup users.
Note: users must have e-mail addresses in the ViewPoint settings (these can be found under: tools; options; personal; my numbers; e-mail) when using this functionality. You have to select the option “public” to make it available for all users.
SMTP address:
IP address or server name of the mail server you will use for sending e-mail messages with the PC Operator Console.
SMTP port:
Port address for your SMTP server.
Workstation address:
IP address or workstation name of the PC Operator Console workstation.
Socket timeout:
Timeout for waiting for the SMTP server in seconds.
From name:
Name specified in the e-mail.
From email-address:
Reply address specified in the e-mail.
Access Codes
Here you can add / remove the access codes of the dialling services which the PC Operator Console uses.
Screen Lay-out
· Title Bar
The title bar will show:
o The Operator Console icon.
o The name: TeleVantage PC Operator Console.
o The minimize, maximize / restore and close buttons.
· Menu Bar
The menu bar will have the following options:
o File.
o View.
o Tools.
o Help.
o Dial Field (as in ViewPoint).
File
Logon as a different user
This will show the Operator settings screen for logging on with a different username or station id / remote number.
· Server name : Name or IP Address of your TeleVantage Server.
Username : Your TeleVantage username.
Password : Your TeleVantage password.
Station ID : The Station ID of the phone you will be working with.
View
· Status Bar
This will give you the option to show the status bar or not.
· Lock the layout
This will lock all views to the current position.
Tools
· Reports
This will start TVRRun.exe in path: \\Program files\TeleVantage\Client\Reporter\
· Options
The system settings can be viewed and / or edited here.
Help
· Help Contents
This will open the online help documentation.
· About TeleVantage Operator Console
This will give information about the current version of the software.
Dial Field
The Dial Field in the top right corner of the PC Operator Console lets you enter a telephone number as you would normally do using your phone.
Status BarThe status bar will show time / date information and will have a button for selecting day / night statuses.
Pressing the ‘Day' - button will give Day / Bathroom / Night options for changing the personal status of this user:
Day / = Available.
Bathroom / = On Break.
Night / = Out of the Office.
The status bar shows:
· Time and date.
· Total number of received calls today for the operator Call Centre (ACD) queue.
· Voice Messages field that shows the number of unheard messages in the inbox of the ViewPoint used. If you click on this field you can listen to your messages using your phone. You can ‘log-on’ by following the instructions you hear or bypass ‘log-on’ by pressing the pound / hash key [#] twice depending on the system settings.
· Day / Night button as described on this page.
Views
Main Screen
Incoming calls will show:
· The call status icons which are the same as shown in TeleVantage ViewPoint.
· CLI and name if available.
Parked calls will show:
· The call status icons which are almost the same as shown in TeleVantage ViewPoint.
· CLI and name if available of the parked caller.
· Calls that are Camped on Busy and the name of the TeleVantage User the call is camped on. This will also show the time the call is camped on in minutes.
Note: This camp on busy functionality will put the caller on hold and will create a queue for the user you want to transfer it to. If the status of the user changes to available the call will be automatically transferred. With this function you can create a queue on the called user without using Call Centre Agent licenses.
Notes:
· Here you can add notes for parked calls and the calls that are camped on busy.
Note: These Notes are public and will be attached to the call, like in Viewpoint. The note can be read by those who receive the call.
Outgoing Calls will show:
· Icons which are the same type as shown in TeleVantage ViewPoint.
· CLI and name if available.
Queue Statistics
This will show the number of queued calls and average wait time for the queues the operator / user is an agent or observer in.
Buttons used
· TakeCall: Answer the selected call.
· Park: Park the selected call.
· Hold: Put the selected call on hold.
· Transfer: Transfer the selected call to an external number by manually entering the number or using the TeleVantage contacts.
· Conference: Gives you the option to set up a conference call for the selected call by manually entering the number or using the TeleVantage contacts for the second call.
· Record: Lets you start or stop recording the call. The recording is then send to your TeleVantage Inbox.
· Dial Contact: Make a new call to a manually entered number or TeleVantage Contact.
· Dial Pad: Set up a new call to a number by using an on screen Dial Pad. Type the number like you would normally do with your phone.
· Disconnect: Disconnect the selected call.
Buttons are greyed out when not available. Remember: for most actions select the call in the screens as shown above!Busy Lamp Field
Tabs (highlighted) for selecting which group of users you want to see / use / manipulate.o The Busy Lamp Field tabs are in fact workgroups configured in the TeleVantage server. You can add tabs by configuration of private workgroups via TeleVantage Viewpoint.
o The size of the buttons cannot be changed. The size of the Busy Lamp Field however can be changed. The change will cause a change in the screen layout. Move the mouse above the top-side of the busy lamp field and drag the top-side up or down.
o The buttons can be sorted in various way’s, right-click the tab of the group you want to sort.
o If the Busy Lamp Field buttons can not be displayed because the window is too small, the overall view will change to an evenly spread grid. This grid can make use of scroll-bars so that you can always reach the target of choice.
o To perform any actions on a target, right click the Busy Lamp Field button:
Note: options are greyed out when not available.Busy Lamp Field will show:
· Hook status or personal status of the users.
· Name or extension of the user / target.
Busy Lamp Actions:
· Left click will do a blind or supervised transfer of the selected call to the user.
Note: Default left click option can be selected under tools, options.
· Right click will give you all possible transfer options.
Note: The options “To Mobile Phone”, “To Home Phone” and “Send E-mail” are only available if these numbers are entered in the Viewpoint of the specified user via tools, options personal, my numbers. You have to select the option “public” to make it available for all users.
· A call can be dragged to a Busy Lamp Field button to perform a blind transfer. If blind transfer is not available for the specific call nothing will happen (e.g. : parked calls do not support blind transfers).
· Holding the Ctrl-key while dragging a call to a Busy Lamp Field button will do a supervised transfer. If supervised transfer is not supported nothing will happen (e.g.: you can not perform a supervised transfer to a queue).
Keyboard Configuration
The TeleVantage PC Operator Console's main actions can be entered using the keyboard.
Here's how the keys are assigned:
F2 / Park.
F3 / Hold.
F4 / Transfer (Supervised).
F5 / Conference.
F6 / Record.
F7 / Dial Contact.
F8 / Display Dial Pad.
F9 / Disconnect.
F10 / Select Notes screen.
F11 / Add Note.
F12 / Delete Note.
Scroll Lock / Listen to Voice Mail messages.
Pause / Change Day / Night status.
Insert / Select next call-screen (Incoming-Parked-Outgoing).
Shift +Insert / Select previous call-screen (Outgoing-Parked-Incoming).
Delete / Select next busy-lamp-field-tab (left to right).
Shift +Delete / Select previous busy-lamp-field-tab (right to left).
/ (Numeric keypad) / Park.
* (Numeric keypad) / Hold.
- (Numeric keypad) / Transfer (Supervised).
+ (Numeric keypad) / Transfer (Blind).
Del (Numeric keypad) / Select Dial Field (menu bar).
Space bar / Take Call.
Remember: to make use of the numeric keypad [NumLock] should be 'on'.
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