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Vertical Wave manuels

Manuels d'utilisation et guides de l'utilisateur pour Téléphones Vertical Wave.
Nous fournissons des manuels en pdf 4 Vertical Wave à télécharger gratuitement par type de document : Guide d'installation, Guide de l'utilisateur


Vertical Wave Guide d'installation (238 pages)


marque: Vertical | Catégorie: Téléphones | Taille: 3.46 MB |

 

Table des matières

Wave Server

1

Installation Guide

1

Revision History

3

Release 2.0 Service Pack 1

10

April 2011

10

Contents

11

About This Guide

23

Using the Help system

24

Terms used

25

Type conventions

25

Related reading

26

Support services

27

Corporate Web site

27

System security

27

Compliance statements

28

Wave Server models

29

Underwriter’s Laboratory

31

Industry Canada

31

Compliance statements 1-10

32

Chapter 1: About This Guide

32

Before You Begin

33

Site preparation

35

Physical specifications

36

Environmental requirements

36

Required tools

37

Safety requirements

38

Proper lifting

39

About the Wave IP 500 Server

42

About the Wave IP 500

43

Power supply

45

Wave IP 500 expansion options

46

Expansion modules

47

Media Resource Module (MRM)

47

Mounting the Wave Server

48

Grounding the Wave Server

49

Power failover support

52

Installing expansion modules

53

To install modules:

54

About connecting modules

55

Connecting an RJ-21X cable

56

About connecting modules 3-17

57

To connect the T1 module:

61

Connecting a paging system

64

Connecting a DSS Console

65

To connect a DSS Console:

66

About the Wave IP 2500 Server

68

Minimum configuration

70

Redundancy

70

Fault monitoring

70

Expansion cards and modules

71

Expansion Units (EXUs)

72

Wall mounting the Wave Server

74

Mounting the Wave Server 4-9

75

Mounting the Wave Server 4-10

76

Mounting the Wave Server 4-11

77

To install an EXU:

83

To install an MRM:

85

To install modules and cards:

86

About cable connections

88

Administrator PC requirements

100

Connecting to the Wave ISM

102

CHAPTER CONTENTS

109

Finish, and then

113

Initial Configuration

115

To apply one or more HotFixes

116

Applying HotFixes 7-3

117

Adding or upgrading an MRM

119

drop-down list

121

Join Domain to

123

Leave Domain.)

123

Power-cycling the Wave Server

124

Company Name

128

OK to continue

129

Apply to save your changes

130

Primary Time Server

132

Synchronize Period

132

Password Administration

134

To synchronize the domains:

138

Chassis View, located in the

140

About Wave licenses

143

Full vs. trial licenses

144

Obtaining Wave licenses

144

Wave license requirements

145

Entering Wave licenses

147

Entering Wave licenses 8-6

148

Entering Wave licenses 8-7

149

Activating Wave licenses

150

The activation process

151

Activating Wave licenses 8-10

152

Activating Wave licenses 8-11

153

Activating Wave licenses 8-12

154

Activating Wave licenses 8-13

155

Activating Wave licenses 8-14

156

Activating Wave licenses 8-15

157

Software Licenses

160

View Activity

160

OK to close the Activity Log

161

Applications

163

Requirements

164

ViewPoint requirements

165

Requirements 9-4

166

Entering station IDs

167

Configuring ViewPoint

171

To configure Act!

172

Synchronizing system clocks

173

Archive folder requirements

177

Installation steps

178

Installation steps 10-5

179

Installation steps 10-6

180

Installation steps 10-7

181

Overview

183

APPENDIX CONTENTS

185

RJ-48X interface pinouts

189

DB-60 interface pinouts

190

About System Status LEDs

200

System LED indicators

201

/ISC2 boot

202

Error condition indicators

204

1 = Custom installation

207

Name Value Description

208

Tools > System Settings

214

Custom List

215

Before you begin

218

Troubleshooting

221

Appendix G: Troubleshooting

222

Vertical Wave Guide d'installation (292 pages)


marque: Vertical | Catégorie: Téléphones | Taille: 3.14 MB |

 

Table des matières

Wave Contact

1

Center Administrator

1

Revision History

3

Contents

5

Contents-2

6

Contents-3

7

Contents-4

8

Contents-5

9

Contents-6

10

Contents-7

11

Contents-8

12

Contents-9

13

Introduction

15

Contact Center queue features

16

Chapter 1: Introduction

17

Using the audio controls

19

Importing audio files

20

Related reading

20

Support services

21

Web site

21

System security

22

About Contact Center queues

24

Licenses and permissions

27

Overview of creating a queue

28

The Queues view

29

Column Description

30

Confirmation field

32

Closing a queue

33

Queue status when closed

34

Select one of the following:

36

Defining agents for a queue

38

1 Click the Agents tab

39

Adding agents to a queue

41

Queue Sign In/Out

42

Take Call command

42

Agent permissions

46

Agent Permissions

47

Changing the order of agents

49

Using remote agents

50

Configuring call distribution

51

Using Last Agent Routing

54

To enable Last Agent Routing:

55

Defining how calls are scored

57

Setting up overflow agents

63

Parameter Description

67

Estimated average call

70

Defining a maximum wait time

74

Setting up hold music

78

Creating Hold prompts

82

To create a Hold prompt

83

No mailbox

88

Setting up caller data entry

89

Validating caller data entry

93

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 Guide de l'utilisateur (382 pages)


marque: Vertical | Catégorie: Téléphones | Taille: 5.30 MB |

 

Table des matières

Wave ViewPoint

1

User Guide

1

Revision History

3

Contents

10

Wave ViewPoint User Guide

10

Chapter 11 Using Call Rules

13

Appendix C Reporting Problems

16

Introducing Vertical Wave

17

Accessing Wave

18

Feature comparison table

19

Getting technical support

20

Wave documentation

20

Accessing Help

21

Using ViewPoint

23

Installing ViewPoint

24

About ViewPoint 2-3

25

Chapter 2: Using ViewPoint

25

and then de-selecting the

26

Using ViewPoint remotely

27

Logging on to ViewPoint

29

Logging on to ViewPoint 2-8

30

Logging on to ViewPoint 2-9

31

Logging on to ViewPoint 2-10

32

Logging on to ViewPoint 2-11

33

Logging on to ViewPoint 2-12

34

Logging on to ViewPoint 2-13

35

Logging on to ViewPoint 2-14

36

Logging on to ViewPoint 2-15

37

Logging on to ViewPoint 2-16

38

Changing your password

39

Exiting ViewPoint

40

The Menu Bar

41

The Toolbar

42

The Navigation Pane

42

The Status Bar

43

Working in ViewPoint folders

44

on the shortcut menu

47

Copying and pasting items

49

Dragging and dropping items

50

Organizing items in folders

53

Viewing public folders

55

Managing the Deleted folder

55

Sharing folders

57

Using the audio controls

58

Using Personal Statuses

65

About personal statuses 3-2

66

About personal statuses 3-3

67

Available personal statuses

68

About personal statuses 3-5

69

About personal statuses 3-6

70

Selecting a personal status

71

Modifying a personal status

72

Using the Extensions List

77

Searching the Extensions list

78

Extensions list tabs

79

Extensions list columns

79

Placing calls to an extension

80

Using the Call Monitor folder

85

Call Monitor folder tabs

87

Call Monitor folder panes

89

Call Monitor folder columns

89

Call ownership

91

Double-clicking calls

92

Taking the call

92

Sending the call to voicemail

93

Putting a call on hold

94

Transferring a call

95

Adding notes to a call

97

Recording a call

97

To record a call

98

Parking a call

99

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 Guide de l'utilisateur (46 pages)


marque: Vertical | Catégorie: Téléphones | Taille: 1.64 MB |

 

Table des matières

VERTICAL VIEWPOINT 2.0

1

USER GUIDE

1

TABLE OF CONTENTS

2

VIEWPOINT USER GUIDE

3

CHANGE PASSWORD

5

NAVIGATION PANE

6

STATUS BAR

6

USING PERSONAL STATUSES

7

USING THE EXTENSIONS LIST

14

INSTANT MESSAGING

15

CALL MONITOR

19

RECORDING A CALL

27

PLACE CALL TO DIALOG

29

CALL LOG FOLDER

35

CALL FORWARDING

36

ENTERING CONTACTS

38

CONTACT CENTER REQUIREMENTS

44

BCS INFORMATION

45

MY INFORMATION

46
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