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Changes from previous versions of TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . 1-4
Before configuring a new TeleVantage system. . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
Welcome to TeleVantage ___________________________________
TeleVantage is a feature-rich, software-based phone system that combines rock-solid stability with the most advanced communications technology available today. TeleVantage delivers greater functionality, flexibility, and value than proprietary PBXs to a variety of customers, from small offices to large enterprise organizations with sophisticated call centers.
What’s new in this version of TeleVantage
See the online Help for a complete list of new features in this version.
Major TeleVantage features
Major TeleVantage features include:
Q
Fault tolerant architecture.
Designed to keep your phone system up and running. If the network or your desktop computer goes down, your phone lines are unaffected. Even in the case of a TeleVantage Server malfunction or power outage, your critical phone lines will stay open.
Q
Graphical call control.
Gives you an easy visual way to place calls, transfer, put on hold, send to voice mail, set up conference calls and more.
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Verbal menus.
Guide you through all call handling and user management tasks so that you can use TeleVantage even without a computer.
Q
Full-featured voice mail.
Lets you create caller-specific greetings, log in remotely, and manage your voice messages graphically from the TeleVantage Client or your e-mail
Inbox. You can also easily call back the person who left you a message.
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.
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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.
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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
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your phone rings, the greeting that plays, and routing list behavior when you are not able to answer calls.
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The TeleVantage Web Client.
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.
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“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.
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Call logging.
Lets users see a record of their own calls and gives TeleVantage system administrators access to your company’s complete log.
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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.
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Flexible Internet-ready architecture.
Supports pure IP telephony and hybrid solutions such as IP-connected phones. Lets you adapt to Internet telephony at your own pace.
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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.
Q
The TeleVantage Software Development Kit and open architecture.
Use one of the many off-the-shelf applications available from third-party vendors to customize
TeleVantage behavior and call processing. Programmers can use the comprehensive
TeleVantage Software Development Kit (SDK) for the ultimate in flexibility. The SDK includes the Client API to access all Client functions, calls and data; the IVR Plug-in API to perform any custom call and voice processing; and the Device Status API to get real-time information on any trunk or station.
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Multi-lingual system prompts.
Lets both users and callers select the language in which they hear TeleVantage prompts.
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CLASS, ADSI, IP, and Toshiba digital phone support.
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For analog CLASS phones,
Caller ID, call waiting, and message waiting lights are supported.
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Tenanting support.
Tenanting allows one Server to be shared between multiple companies or groups, with each user's outbound calls to be tracked in the Call Log by organization.
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Changes from previous versions of TeleVantage _______________
The following features are changes from previous versions of TeleVantage:
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TeleVantage now uses the Intel Dialogic SR 5.1.1 drivers instead of the DNA 3.3 drivers.
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Most user phone settings (for example, voice mail, call screening, and queue calling) now follow the user when he or she logs in at another station.
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Music-on-hold stations or Enhanced 911 (E911) stations no longer consume station licenses.
Wherever possible, TeleVantage settings from previous versions are upgraded seamlessly to work with new TeleVantage features.
Before configuring a new TeleVantage system _________________
Before you configure a new installation of TeleVantage, be sure that you have successfully completed the following tasks as described in Installing TeleVantage:
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Install the Dialogic hardware and drivers in the TeleVantage Server computer.
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Physically connect your trunks and stations.
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Install the TeleVantage Server and the TeleVantage Administrator.
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Add any required licenses.
Note:
You can start the Administrator in a mode that allows you to configure a system without having installed telephony boards or licenses. See the next section.
This chapter outlines the tasks you must perform after installation. Detailed instructions for each step are in subsequent chapters.
Configuring a new TeleVantage system_______________________
After you have successfully installed TeleVantage and entered licenses as described in
Installing TeleVantage, you are ready to configure your system. Configuring a new system involves the following minimum steps, each of which is described in detail in this manual. The other chapters describe additional features and capabilities.
1.
2.
3.
4.
5.
Configure system settings.
Configure your trunks.
Create users.
Set up outbound call handling.
Set up call routing for inbound calls.
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Configuring TeleVantage without telephony boards or licenses
You can use TeleVantage in a mode that enables you to configure a system, and run reports, even if you do not have telephony boards and licenses installed. Note that licenses are still required to assign stations IDs to users. Licenses and telephony hardware are also required to configure trunks and place or receive calls.
In this mode you can do the following:
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Use the Administrator and Client applications to configure nearly all TeleVantage settings, even if you have not entered appropriate licenses.
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Use the Call Center Reporter to run reports. This can be a useful way to report on database backups you have made to save space. To run reports, you must have a Server and Reporter licenses, even if those licenses are not activated.
To configure TeleVantage without telephony boards or licenses
1.
2.
3.
Start the Administrator as described in “Logging on to the Administrator” on page 2-2.
With the Administrator running, choose
Tools > System Settings
. On the General tab, check
Server should not detect devices during startup
, and click
OK
.
Start the TeleVantage Server.
To turn off this configuration mode
1.
2.
3.
4.
Enter all required hardware and licenses as described in Installing TeleVantage.
Stop the Server.
In the Administrator, choose
Tools > System Settings
, uncheck
Server should not detect devices during startup
, and click
OK
.
Start the Server again.
Where to get help ________________________________________
Contact your TeleVantage system administrator for technical support. For information about
how to report problems, see “Reporting problems to your TeleVantage provider” on page 11-27.
You can get help through TeleVantage documentation as described in the next section.
TeleVantage documentation
TeleVantage includes the following documentation:
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Installing TeleVantage—This manual guides you through the installation process for upgrades and fresh installations, and describes how to change hardware, configure your
Server, and add licenses.
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Using TeleVantage—This manual describes how to use the TeleVantage Client Web
Client, Contact Manager Assistant, TAPI Service Provider, and telephone commands.
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TeleVantage Call Center Administrator’s Guide—This manual contains complete instructions for setting up and maintaining both types of TeleVantage call center—ACD workgroups and call center queues—as well as instructions for agents and supervisors.
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TeleVantage Pocket Reference Card—This wallet-sized card is a convenient reference for the TeleVantage telephone commands.
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TeleVantage QuickStart Guide—This quick-start guide for new users describes basic
TeleVantage commands for the telephone and the Client.
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Online Help—Context-sensitive help is available in all TeleVantage applications. In any view or dialog box, click the
Help
button, press F1, or choose
Help > Contents and
Index
for an explanation of the available fields.
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TeleVantage Developer’s Guide—This online reference describes how to extend
TeleVantage's built-in features using the Client API, the IVR Plug-in API, and the
Device Status API.
The following table shows the TeleVantage documentation set and the formats in which it is available.
Document
Installing TeleVantage
Administering TeleVantage
Using TeleVantage
TeleVantage Call Center
Administrator’s Guide
TeleVantage Developer’s
Guide
TeleVantage Pocket
Reference Card
TeleVantage QuickStart
Guide
Printed
Yes
Yes
Yes
Yes
No
Yes
Yes
Online
Book
Yes
Yes
Yes
Acrobat (PDF)
Yes
Yes
Yes
Yes
No
No
No
Yes
Yes
No
Yes
Notes:
Q
The online books are available in HTML-based format. To access an online book, click
Help > Online Books
in any TeleVantage application.
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The PDF-formatted books are available on the TeleVantage master CD, in the \Manuals directory. Use Adobe Acrobat Reader—also available on the TeleVantage master CD in the \Adobe directory—to view and print these files.
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