Vertical Wave View Point User Guide
Wave
ISM 1.5
Release 1.5
Wave ViewPoint
User Guide
January 2009
© 20
09
by Vertical Communications, Inc. All rights reserved.
Vertical Communications and the Vertical Communications logo and combinations thereof and
Vertical ViewPoint and Wave Contact Center are trademarks of Vertical Communications, Inc.
All other brand and product names are used for identification only and are the property of their respective holders.
LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY
Vertical Communications, Inc. makes no representation or warranties with respect to the accuracy or completeness of the content of this publication and specifically disclaims any implied warranty of merchantability or fitness for any particular purpose, and shall not be liable for any loss of profit or any other commercial damage, including but not limited to, special, incidental, or consequential.
COPYRIGHT STATEMENT
This publication contains proprietary and confidential information of Vertical Communications,
Inc. The contents of this document may not be disclosed, copied or translated by third parties, in any form, or by any means known, or not now known or conceived, without prior explicit written permission from Vertical Communications, Inc.
Vertical Communications, Inc. reserves the right to revise this publication and to make changes in content without notice.
Release 1.5
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R e v i s i o n H i s t o r y
Release Date Documentation Changes
1.5
01/09 Added minor updates and applied formatting changes.
11/08
Updated Appendix B with current command line arguments
Removed references to Exchange synchronization.
Added a note that Call Waiting is not always supported.
Added “Flag a call” button in Call Monitor
Added Extensions tabs section
Revised screenshot in Groups chapter
1.0
Revisions to Archive Recording Browser section
Added screenshot and description of Call Monitor Parties pane
Changed “workgroup” to “group” throughout
Added Personal Status chapter
Revised voicemail noitification scheduling
1.0 SP2 1/08 Added Customizing chapter
Added Routing Lists section
Added Call Rules chapter
Added Revision History table
10-07 Initial Release
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Release 1.5
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Contents
Chapter 1
Chapter 2
Introducing Vertical Wave
About Vertical Wave ViewPoint - - - - - - - - - - - - - - - - - - - - - 1-1
Accessing Wave - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-1
Using Wave ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-1
Using Your Phone - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-2
Feature Comparison Table - - - - - - - - - - - - - - - - - - - - - - - - 1-3
Getting Technical Support - - - - - - - - - - - - - - - - - - - - - - - - 1-3
Wave Documentation - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-4
Related Reading - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-4
Accessing Help - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-4
Using ViewPoint
About ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-1
Using ViewPoint Remotely - - - - - - - - - - - - - - - - - - - - - - - - - - 2-1
Using ViewPoint in Languages Other than English - - - - - - - - - 2-2
Logging On to ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - 2-2
Using ViewPoint with a Different Phone or Server - - - - - - - - - - 2-3
Using ViewPoint with Another Station - - - - - - - - - - - - - - - - - - 2-5
Changing Your Station, Server or User Name after Logging On 2-6
Changing Your Password - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-6
Logging On with Command-line Switches - - - - - - - - - - - - - - - - 2-6
Exiting ViewPoint - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-7
Elements of the ViewPoint window - - - - - - - - - - - - - - - - - - 2-7
The Menu Bar - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-7
The Toolbar - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-8
The Navigation Pane - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-8
The Status Bar - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-9
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Chapter 4
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Working in ViewPoint Folders - - - - - - - - - - - - - - - - - - - - - 2-10
Working with Multiple Viewpoint Folders at the Same Time - - 2-11
Adjusting the Phonebook Pane Layout in the Call Monitor - - - 2-11
Deleting Voice Messages and Other Items - - - - - - - - - - - - - - 2-12
Copying and Pasting Items - - - - - - - - - - - - - - - - - - - - - - - - - 2-12
Dragging and Dropping Items - - - - - - - - - - - - - - - - - - - - - - - 2-13
Printing Items in Folders - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-15
Organizing Items in Folders - - - - - - - - - - - - - - - - - - - - - - 2-15
Public Folders - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-15
Customizing Columns - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-16
Viewing Public Folders - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-17
Managing the Deleted Folder - - - - - - - - - - - - - - - - - - - - - - - 2-18
Using the Audio Controls - - - - - - - - - - - - - - - - - - - - - - - - - - 2-19
Importing and Exporting Wave Items - - - - - - - - - - - - - - - - 2-21
Importing and Exporting Contacts - - - - - - - - - - - - - - - - - - - - 2-21
Using Personal Statuses
About Personal Statuses - - - - - - - - - - - - - - - - - - - - - - - - - 3-1
The Personal Statuses - - - - - - - - - - - - - - - - - - - - - - - - - - - 3-2
Personal Statuses - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3-2
Selecting A Personal Status - - - - - - - - - - - - - - - - - - - - - - - 3-3
Selecting a Personal Status in Viewpoint - - - - - - - - - - - - - - - - 3-3
Selecting a Personal Status Using Your Phone - - - - - - - - - - - - 3-3
Changing the Personal Status of Another User - - - - - - - - - - 3-3
Using the Extensions List
Viewing Wave Extensions - - - - - - - - - - - - - - - - - - - - - - - - 4-1
Searching the Extensions list - - - - - - - - - - - - - - - - - - - - - - - - 4-2
Extensions Folder Tabs - - - - - - - - - - - - - - - - - - - - - - - - - - - - 4-2
Extensions Folder Columns - - - - - - - - - - - - - - - - - - - - - - - - - 4-2
Placing Calls to an Extension - - - - - - - - - - - - - - - - - - - - - - 4-2
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Receiving and Handling Calls in ViewPoint
Using the Call Monitor folder - - - - - - - - - - - - - - - - - - - - - - - 5-1
Call Monitor Folder Tabs - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-2
Call Monitor folder panes - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-3
Call Monitor Folder Columns - - - - - - - - - - - - - - - - - - - - - - - - - 5-4
Displaying the Call Monitor Folder Automatically - - - - - - - - - 5-4
Selecting and Acting on a Call in the Call Monitor Folder - - - 5-5
Call Ownership - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-5
Double-clicking Calls - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-5
Commands while a Call is Ringing - - - - - - - - - - - - - - - - - - 5-6
Taking the Call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-6
Sending the Call to Voicemail - - - - - - - - - - - - - - - - - - - - - - - - 5-6
Commands while You’re on a Call - - - - - - - - - - - - - - - - - - - 5-7
Putting a Call on Hold - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-7
Transferring a Call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-8
Adding Notes to a Call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-9
Recording a Call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-10
Associating a Call with a Contact - - - - - - - - - - - - - - - - - - - - - 5-11
Parking a Call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-11
Unparking a Call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-11
Sending a Call to Voicemail - - - - - - - - - - - - - - - - - - - - - - - - 5-11
Playing a Caller's Name Over Your Speakers - - - - - - - - - - - - 5-12
Disconnecting a Call while Staying on the Phone - - - - - - - - - 5-12
Entering an Account Code for a Call - - - - - - - - - - - - - - - - - - 5-12
Flagging a Problem Call to Report Later - - - - - - - - - - - - - - - - 5-13
Incoming Call Indicators - - - - - - - - - - - - - - - - - - - - - - - - - 5-13
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Placing Calls in ViewPoint
Placing a Call - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6-1
Placing Calls Using the Dial Bar - - - - - - - - - - - - - - - - - - - - - - 6-2
Using the Place Call to Dialog - - - - - - - - - - - - - - - - - - - - - - - - 6-3
Quick-Dialing from ViewPoint Folders - - - - - - - - - - - - - - - - - - 6-5
Placing Calls Using Drag-and-Drop - - - - - - - - - - - - - - - - - - - - 6-5
Placing Calls by Using Other Contact Managers - - - - - - - - - - - 6-6
Checking a Number - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6-6
Redialing Numbers and Returning Calls - - - - - - - - - - - - - - - 6-7
Creating Conference Calls - - - - - - - - - - - - - - - - - - - - - - - - 6-7
Adding Parties to a Conference - - - - - - - - - - - - - - - - - - - - - - - 6-8
Conferencing Multiple Active Calls Together - - - - - - - - - - - - - - 6-9
Ending a Conference Call - - - - - - - - - - - - - - - - - - - - - - - - - - - 6-9
Supervising other Users’ Calls - - - - - - - - - - - - - - - - - - - - - 6-9
Managing Voice Messages in ViewPoint
About Managing Voice Messages in ViewPoint - - - - - - - - - 7-1
The Messages Folder - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-2
Archiving Voice Messages and Call Recordings - - - - - - - - - - - 7-3
Managing Thousands of Voice Messages or Call Recordings - - 7-3
Listening to Your Voice Messages and Call Recordings - - - 7-4
Listening to a Voice Message as It Is Being Left - - - - - - - - - - - 7-4
Handling Your Voice Messages - - - - - - - - - - - - - - - - - - - - 7-4
Forwarding a Voice Message - - - - - - - - - - - - - - - - - - - - - - - - 7-5
Replying to a Voice Message - - - - - - - - - - - - - - - - - - - - - - - - 7-5
Calling Back the Person Who Left a Voice Message - - - - - - - - 7-6
E-mailing a Voice Message - - - - - - - - - - - - - - - - - - - - - - - - - - 7-6
Opening the Contact Record from a Voice Message - - - - - - - - 7-6
Deleting Voice Messages - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-7
Associating a Voice Message from “Unknown” with a Contact - 7-7
Marking a Voice Message Unheard - - - - - - - - - - - - - - - - - - - - 7-7
Marking a Voice Message Urgent or Private - - - - - - - - - - - - - - 7-7
Adding Notes to a Voice Message - - - - - - - - - - - - - - - - - - - - - 7-8
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Managing Call Recordings - - - - - - - - - - - - - - - - - - - - - - - - 7-8
Managing Your Voicemail Maximums - - - - - - - - - - - - - - - - 7-9
Setting a Maximum Length for Your Voice Messages - - - - - - - 7-9
Sending a Message Directly to a User’s Voicemail - - - - - - 7-10
Knowing When You Have New Messages - - - - - - - - - - - - 7-11
Number in Navigation Pane - - - - - - - - - - - - - - - - - - - - - - - - 7-11
Stutter Dial Tone - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-11
Message Waiting Light - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-11
Sound Played - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-11
E-mail, Pager, And Call Notifications - - - - - - - - - - - - - - - - - - 7-11
Scheduling Notifications - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-15
Managing voicemail greetings - - - - - - - - - - - - - - - - - - - - - 7-19
The Greetings Folder - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-19
Greeting Hierarchy - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-20
Recording a New Greeting - - - - - - - - - - - - - - - - - - - - - - - - - 7-20
E-mailing a Greeting - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-20
Using the Call Log Folder
The Call Log Folder - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-1
Call Log Folder Filters - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-2
Call Log Folder Columns - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-2
Viewing Call Details - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 8-2
Taking Notes on a Call Log Entry - - - - - - - - - - - - - - - - - - - 8-4
Associating a Call from “Unknown” with a Contact - - - - - - - 8-5
Returning a Call in the Call Log Folder - - - - - - - - - - - - - - - - 8-5
Entering an Account Code for a Call Log Entry - - - - - - - - - - 8-5
Opening the Contact Record from a Contact’s Call - - - - - - - 8-5
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Call Forwarding and Routing Lists
About Call Forwarding and Routing Lists - - - - - - - - - - - - - - 9-1
Forwarding Calls - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 9-2
Turning Forwarding On and Off via the FWD Button - - - - - - - - 9-4
Call Forwarding and Voicemail - - - - - - - - - - - - - - - - - - - - - - - 9-4
Using Routing Lists - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 9-5
The Routing Lists Folder - - - - - - - - - - - - - - - - - - - - - - - - - - - - 9-6
Using the Wizard or the Editor - - - - - - - - - - - - - - - - - - - - - - - - 9-7
Creating a Routing List Using the Wizard - - - - - - - - - - - - - - - - 9-8
Creating a Routing List Using the Editor - - - - - - - - - - - - - - - - - 9-9
Handling Calls Differently if You Do Not Answer or Are Busy - 9-11
Using “Handle Busy Calls Differently” - - - - - - - - - - - - - - - - - - 9-13
Routing Calls to Groups - - - - - - - - - - - - - - - - - - - - - - - - - - - 9-14
Using Greetings with Routing List Final Actions - - - - - - - - - - 9-15
Managing Contacts and Groups
About Contact Management and Wave - - - - - - - - - - - - - - 10-1
The Contacts Folder - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-2
Searching the Contacts Folder - - - - - - - - - - - - - - - - - - - - - - 10-2
Private and Public Contacts - - - - - - - - - - - - - - - - - - - - - - - - 10-3
Changing Double-click Behavior - - - - - - - - - - - - - - - - - - - - - 10-3
Managing Contacts - - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-3
Entering a New Contact - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-3
Placing Calls to Your Contacts - - - - - - - - - - - - - - - - - - - - - - 10-6
Teaching Wave to Recognize Your Contacts - - - - - - - - - - 10-7
Identifying Contacts by Name - - - - - - - - - - - - - - - - - - - - - - - 10-8
Associating a Call or Caller ID Number with a Contact - - - - - - 10-9
Understanding Name and Number on Caller ID - - - - - - - - - 10-11
Using Contact PINs for Guaranteed Recognition - - - - - - - - - 10-12
Opening Contacts from within Other Folders - - - - - - - - - 10-12
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Using Contacts in Another Contact Manager - - - - - - - - - 10-13
Using the Wave Contact Manager Assistant - - - - - - - - - - - - 10-13
Importing Contacts from Other Contact Managers into Wave 10-13
Using Groups - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-14
Personal and Public Groups - - - - - - - - - - - - - - - - - - - - - - - 10-14
The Groups Folder - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-15
Creating a Group - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-16
Having a Group Appear as an Extensions Tab - - - - - - - - - - 10-17
Using Call Rules
About Call Rules - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 11-1
Call Rules Overview - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 11-1
Distinguishing which Incoming Calls Activate the Call Rule - - 11-1
Examples of How You Can Use Call Rules - - - - - - - - - - - - - - 11-2
The Call Rules Window - - - - - - - - - - - - - - - - - - - - - - - - - 11-3
Enabling and disabling a call rule - - - - - - - - - - - - - - - - - - - - - 11-3
Organizing the priority of call rules - - - - - - - - - - - - - - - - - - - - 11-3
Creating a New Call Rule - - - - - - - - - - - - - - - - - - - - - - - - 11-4
Specifying People that Trigger a Call Rule - - - - - - - - - - - - - - 11-6
Specifying Dates and Times to Trigger a Call Rule - - - - - - - - 11-7
Quickly Creating Call Rules for Contacts or Groups - - - - - 11-9
Call Rule Priority - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 11-10
How Wave Resolves Call Rule Conflicts - - - - - - - - - - - - - - - 11-10
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Chapter 12 Customizing ViewPoint
About Customizing ViewPoint - - - - - - - - - - - - - - - - - - - - - 12-1
Guide to the Options Dialog Box - - - - - - - - - - - - - - - - - - - - - 12-1
Customizing Telephone Behavior - - - - - - - - - - - - - - - - - - 12-3
Recording a Voice Title - - - - - - - - - - - - - - - - - - - - - - - - - - - - 12-3
Changing the Language of Telephone Command Prompts - - - 12-3
Customizing or Turning Off Call Waiting - - - - - - - - - - - - - - - - 12-4
Changing Your Personal Operator - - - - - - - - - - - - - - - - - - - - 12-4
Customizing Your Listing in the Dial-by-name Directory - - - - - 12-4
Customizing How Long Your Phone Rings - - - - - - - - - - - - - - 12-5
Customizing Incoming Call Behavior - - - - - - - - - - - - - - - - 12-5
Customizing Voice Message Behavior - - - - - - - - - - - - - - - 12-6
Setting Voice Message Playback Order - - - - - - - - - - - - - - - - 12-6
Playing a Sound When a New Message Arrives - - - - - - - - - - 12-6
Customizing ViewPoint for Operators - - - - - - - - - - - - - - - 12-7
Customizing the ViewPoint Display - - - - - - - - - - - - - - - - - 12-7
Changing ViewPoint’s Language - - - - - - - - - - - - - - - - - - - - - 12-7
Defining Double-click Behavior in the Contacts Folder - - - - - - 12-8
Customizing Columns - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 12-8
Other Customization Options - - - - - - - - - - - - - - - - - - - - - 12-9
Appendix A Using the Wave Archived Recording Browser
About the Wave Archived Recording Browser - - - - - - - - - - A-1
Running the Archived Recording Browser - - - - - - - - - - - - - A-2
Searching for Recordings - - - - - - - - - - - - - - - - - - - - - - - - - A-3
Starting a New Search - - - - - - - - - - - - - - - - - - - - - - - - - - - - - A-3
Saving Your Current Search - - - - - - - - - - - - - - - - - - - - - - - - - A-8
Loading a Saved Search - - - - - - - - - - - - - - - - - - - - - - - - - - - - A-8
Managing Individual Recordings - - - - - - - - - - - - - - - - - - - - A-9
Acting on Archived Call Recordings - - - - - - - - - - - - - - - - - A-10
Checking the Archive for Missing Audio Files - - - - - - - - - - A-12
Purging Archived Recordings - - - - - - - - - - - - - - - - - - - - - A-12
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Appendix B Logging On with Command-Line Switches
About Viewpoint Command Line Switches - - - - - - - - - - - - - B-1
ViewPoint Command Line Switch Reference - - - - - - - - - - - B-1
Using the /station Command - - - - - - - - - - - - - - - - - - - - - - - - - B-2
Appendix C Reporting Problems
About the Problem Report Wizard - - - - - - - - - - - - - - - - - - - C-1
Reporting a Problem that Involves a Specific Call - - - - - - - - C-2
Reporting Other Problems - - - - - - - - - - - - - - - - - - - - - - - - C-2
Index
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Chapter 1
Introducing Vertical Wave
Chapter Contents
About Vertical Wave ViewPoint
Vertical’s award-winning Wave ViewPoint integrates your telephone and Windows PC to make your telephone a much more powerful tool, dramatically expanding the ways in which you can place, receive, and manage your phone calls.
Accessing Wave
You can access Wave in any of the following ways. Each method is described below.
• Wave ViewPoint
• Wave TAPI Service Provider and Contact Manager Assistant
• Your phone
Using Wave ViewPoint
This manual describes how to use ViewPoint, Wave’s easy-to-use Windows interface. With
ViewPoint you can point and click to play voice messages and place calls, access contacts and
users, and more. To jump right into using Wave ViewPoint, skip to Chapter 2.
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Accessing Wave 1
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Chapter 1: Introducing Vertical Wave
Using the Wave TAPI Service Provider and Contact Manager Assistant
If you make extensive use of contact management applications or customer relationship management software that are TAPI-compatible, such as Microsoft Outlook, GoldMine or
GoldMine FrontOffice 2000, or Act!, you can install the Wave TAPI Service Provider and place
Wave calls to contacts from those applications. You do not need to have Wave ViewPoint installed on your computer to use the TAPI Service Provider.
The TAPI Service Provider links your contact management applications to your Wave phone, just as Wave ViewPoint is linked to your phone. After the TAPI Service Provider is installed, you can use your contact manager application’s Place Call feature to call its contacts using your
Wave phone. Ask your Wave system administrator to install the Wave TAPI Service Provider, and then follow the instructions in your contact manager application for placing calls.
You can also install the Wave Contact Manager Assistant (CMA) and receive screen-pops for calls that show the name, the Caller ID, and the time of day of the call. You do not need to have
Wave ViewPoint installed on your computer to use the CMA.
Note: With Act!, you can receive screen-pops without installing the CMA.
For more information, see the Wave TAPI Service Provider Help and the Wave Contact
Manager Assistant Help.
Using Your Phone
Voice prompts guide you to enter Wave phone commands via your phone’s keypad. Depending on your phone type (SIP, digital, or analog), you can also use phone feature buttons or soft keys to access Wave features. For more information, see the Wave Phone User Guide, or the Wave
Phone Quick Reference Guide specific to your phone type.
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Feature Comparison Table
The following table shows the major features that are available in Wave, via ViewPoint, the phone menu prompts, or the Contact Manager Assistant (CMA). If your Wave system does not include some of these features, your Wave system administrator may have made them unavailable to you.
Feature
Managing voice messages
Placing, receiving, and handling calls
Managing participants in conference calls
Managing contacts
Screen-pops for incoming calls
Managing Groups
Viewing the Extensions list
Viewing the Call Log
Recording greetings
Forwarding calls
Managing routing lists
Managing call rules
Changing the active greeting
Changing the active routing list
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
ViewPoint Phone
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No
No n/a
No
No
No
Yes
No
No
No
Yes
Yes
No
No
No
No
No
No
No
No
CMA
No
Some
No
Yes
Yes
No
Getting Technical Support
Contact your Wave system administrator for technical support. For information on how to report
You can get help through Wave documentation as described in the next section.
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Wave Documentation
Related Reading
The following documents are included with Vertical Wave in Acrobat format, and can be found on the Vertical Wave Documentation CD.
For information about this version of Vertical Wave, including new features, known issues, and other late-breaking information, see the Release Notes included on the Documentation CD.
Manuals
• Wave Phone User Guide Describes how to use digital phones, SIP phones, and analog phones with Wave.
Quick Reference Guides
• Wave Analog Phone Quick Reference Guide. Provides instructions for using analog telephones with Vertical Wave.
• Wave Digital Phone Quick Reference Guide. Provides instructions for using Vertical Edge digital telephones.
• Wave SIP Phone Quick Reference Guide. Provides instructions for using Vertical Wave SIP telephones.
• Wave Voice Mail Quick Reference Guide. Provides instructions for using Vertical Wave voicemail features.
Accessing Help
From any Wave dialog, you can press F1 or click
Help
to get context-sensitive Help describing the window and its individual fields.
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Using ViewPoint
Chapter Contents
About ViewPoint
ViewPoint provides a central place to manage your calls, voicemail, contacts and Wave account in an easy-to-use, graphical Windows interface. In ViewPoint you can quickly and easily drag and drop to transfer or conference calls, point and click to hear voice messages or call people back, set up call rules and “follow me” call forwarding to handle important callers,and more.
See your Wave system administrator about installing ViewPoint on your computer.
Without ViewPoint, you can still access many Wave functions by using the telephone commands. For details, see the Wave Phone User Guide.
Using ViewPoint Remotely
If your office’s network is set up so you can log on remotely via a Virtual Private Network
(VPN) connection, you can use ViewPoint as if you were on the network at your office. Contact your network administrator to see if you have VPN support and how to start VPN from your remote computer.
ViewPoint will not run without a network connection to your Wave Server. Be sure you have an active VPN connection to your office before launching ViewPoint.
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Using ViewPoint in Languages Other than English
You can have the Wave ViewPoint interface display in Spanish, German, French Parisian or
French Canadian. ViewPoint will automatically adjust to the proper language when your
Windows language (as set in the Windows Control Panel) matches one of the supported languages.
Alternatively, you can set the language manually when logging on by clicking
Options, or do
the following once ViewPoint is running:
1. Choose
Tools > Options. The Options dialog box opens.
2. Click the ViewPoint tab.
3. Choose the language you want from the
Language drop-down list.
4. Click
OK. You must restart ViewPoint for the change to take effect.
Logging On to ViewPoint
To use ViewPoint, you must log on using a valid Wave user account.
Note: Each running ViewPoint program is licensed according to the rules in the Wave IP 2500
Installation Guide. If you see a message stating that you have exceeded your ViewPoint licenses, you cannot log on. See your Wave system administrator for help if such a message appears.
To log on to ViewPoint:
1. Choose
Start > Programs > Vertical Wave ViewPoint > Wave ViewPoint
. The ViewPoint Log
On dialog opens.
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2. Type your user name in the
User Name
field. If you do not know your user name, ask your
Wave system administrator.
3. Type your numeric password in the
Password
field. Use the same password that you use to log into your Wave voicemail account using the phone.
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4. If you want to skip the process of logging on to the Wave ViewPoint in future sessions, check
Automatically log on as this user
.
Note: If you check
Automatically log on as this user
, anyone at your computer can open your ViewPoint program and listen to your voice messages, because ViewPoint will open without requiring a password.
5. If you need to change login options, click
Options >>
Different Phone or Server” on page 2-3
6. Click
OK
. ViewPoint starts.
Resetting ViewPoint so that login is required
1. Choose
Tools > Options
. The Options dialog box opens.
2. On the ViewPoint tab, uncheck
Log on automatically
.
3. Click
OK
.
Using ViewPoint with a Different Phone or Server
By clicking
Options >>
in the ViewPoint Logon dialog, you can change the following login settings:
•
The associated phone.
ViewPoint works best in conjunction with a phone, when you can use the
Place Call
commands, make recordings, and more. ViewPoint can be associated with only one phone at a time. You change the associated phone whenever you want to use a different phone with ViewPoint (for example, your desktop computer has been moved to a different office).
You can also change the associated phone after logging on by selecting
File > Use a different station
.
•
The Wave ISM Server.
ViewPoint connects to a specific Wave ISM server. If multiple Wave
ISMs are available on your network, you can change the one to which ViewPoint is connected. You must also change server name if the network name of its computer has changed.
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To change ViewPoint login options:
1. Start the ViewPoint program as described in the previous section. If your system logs you on automatically, choose
File > Use a different station
after you start ViewPoint. The expanded ViewPoint Log On dialog opens.
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2. Under
Use this phone with ViewPoint
, specify the phone with which ViewPoint is associated. This phone will ring whenever you use a ViewPoint command that requires ringing your phone, for example, playing a voice message over the phone, using the
Place
Call
command, or making a recording. Specify the associated phone in one of the following ways.
• To use ViewPoint with a Wave station, select one of the following options:
-
Default Station ID.
Select this field to automatically use your default station ID as configured by your Wave administrator.
-
Station ID.
Select this field and enter the phone’s station ID. To learn a Wave phone’s station ID, pick up the phone and press
*00
.
• To use ViewPoint without an associated phone, choose
None
. ViewPoint commands that require a phone—for example, placing a call—will be unavailable.
3. In
Server
, type the network name of a Wave ISM on your network, or click
Browse to
select one.
4. Click
OK
.
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Using ViewPoint with Another Station
Most Wave users have a default station ID, which represents the phone your Wave system administrator assigned to you (if you roam between phones your station ID may be 0). When you log on to ViewPoint specifying an associated phone other than your default station, the
Select Your ViewPoint Phone dialog opens, enabling you to clarify which phone you want to use with ViewPoint.
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To use ViewPoint with another station:
1. In the Select Your ViewPoint Phone dialog, choose one of the following options:
•
Use station n as a visitor.
This option appears only if you specified another user’s station as your associated phone—for example, you are logging on at another user’s desk. The phone remains set for its normal user, but ViewPoint is set for you. Calls you place and receive using the phone use the normal user’s account (for example, the dialing permissions) and appear in the normal user’s Call Log.
However, calls you place and receive using ViewPoint commands use your account.
Choose this option if you do not intend to use the phone extensively during this
ViewPoint session.
•
Use <this phone > to place and answer calls ... .
The phone (station or remote number) is set for you. Calls you place and receive using the phone use your account settings. Choose this option if you will be using the phone as your own during this
ViewPoint session.
If you choose this option, you can also select
Forward my calls to this station / number
to receive calls to your own extension here. For more information about call
forwarding, see “Forwarding Calls” on page 9-2.
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•
Use my default station.
Your default station remains ViewPoint’s associated phone.
Whenever you use a ViewPoint command that requires the phone—for example, to play a voice message—ViewPoint uses your default station. Choose this option only if your default station is nearby.
•
I am not near a Wave phone.
You log on with station ID 0, meaning that ViewPoint is not associated with a phone. ViewPoint commands that require a phone—for example, placing a call—are unavailable.
Note: When you run ViewPoint without an associated phone, the Call Monitor
folder title bar displays “No associated phone” as a reminder.
2. Click
OK
. ViewPoint opens with the phone selection you made.
Changing Your Station, Server or User Name after Logging On
You can log on as a different user, or with a different associated phone, without exiting and restarting the ViewPoint program. This feature makes it easy to log on to another user’s account from your ViewPoint, or to move ViewPoint from one phone to another. To log on to another user’s account, you must know the other user’s password.
To log on as a different user, choose
File > Log on as a different user
. The Wave ViewPoint Log
On dialog opens. See “Logging On to ViewPoint” on page 2-2.
To change ViewPoint’s associated phone, choose
File > Use a different station
. The Wave
ViewPoint Log On dialog opens with your name and password already entered and the Options showing.
Changing Your Password
To change your password via ViewPoint:
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click
Change Password
. The Change Password dialog box opens.
3. Enter your current password under
Old password
, enter your new password under
New password
, and then retype your new password in the
Verify new password
field.
4. Click
OK
to close the Change Password dialog box, and then click
OK
to close the Options dialog box.
Logging On with Command-line Switches
You can add switches to the Windows shortcut command line that starts ViewPoint. The command line switches enable you to run multiple copies of ViewPoint at once connected to different phones or Wave servers, log on using a particular station, and perform other tasks. See
Appendix B for more information.
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Exiting ViewPoint
Exiting ViewPoint
To exit ViewPoint, choose
File > Exit
.
Elements of the ViewPoint window
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ViewPoint window contains the following elements:
• The menu bar
• The toolbar
• The navigation pane
• The status bar
• ViewPoint folder that is currently displayed (see “Working in ViewPoint Folders” on page 2-10)
The Menu Bar
The menu bar, at the top of ViewPoint, provides access to Wave commands. Click each menu to see the commands that menu contains. Menu commands are referenced in this manual in the format
File > New > Contact
. You can drag the menu bar from its left edge to detach it.
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The Toolbar
The toolbar, directly under the menu bar in each folder, provides single-click access to frequently used Wave commands. Some folders contain toolbar buttons that are not found in other folders. The following illustration shows the toolbar for the Messages folder.
In any folder, clicking the left-most toolbar button creates a new item for that folder. For example, in the Call Monitor, clicking the left-most button lets you place a new call:
You can also click the small arrow to the right of that button for a menu that lets you create any new ViewPoint item. The arrow is available in every folder.
The Navigation Pane
The navigation pane, on the left side of the ViewPoint window, gives you point-and-click access to ViewPoint’s folders. Click a folder in the navigation pane to open that folder in the ViewPoint main window.
The navigation pane is made up of the Folders list and, below it, the navigation bar. You can expand the navigation bar or Favorite
Folders list by dragging the separator bar between them. As you shrink the navigation bar, its icons minimize and appear at the bottom.
Using the Navigation Bar
Click an entry in the navigation bar to go to that folder and gain access to other related folders in the Folders list. The entries in the navigation bar are:
•
Call Monitor.
Displays the Call Monitor.
Folders:
Extensions.
•
Voicemail.
Displays the Inbox folder of the Messages folder.
Folders:
All other Messages folders, including local folders and any folders that other users have shared with you.
•
Contacts.
Displays the Contacts folder.
Folders:
The Public
Contacts folder.
•
Call Log.
Displays the Call Log.
•
Configuration.
Displays the Greetings folder.
Folders:
Greetings, Routing Lists, Groups,
Public Groups.
Customizing the Navigation Pane
To add or remove buttons from the navigation pane, click the small arrow icon in the lower right corner of the pane, then choose
Add or Remove Buttons
from the menu that appears. Check or uncheck button options on the submenu to include or hide them in the pane.
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The Status Bar
The status bar is located at the bottom of ViewPoint window.
The status bar gives you quick access to the following information:
• Last caller. Lists the name (if available) and Caller ID of your last incoming call. You can press F11 to place a call to that number.
• Number of items. Number of items in the current folder. For example, if you have 18 contacts, the Contacts folder status bar displays “18 Items.” In any Messages folder, the status bar also indicates the number of Unheard messages.
• Name and extension. The name and extension of the user logged on to ViewPoint on this computer.
• Phone. If you see a Phone pane showing the name of another user, it indicates that user is logged in to your station. While that user is logged in, calls you place using the phone will be subject to that user’s dialing restrictions, and logged as coming from that user. To restore the station to yourself, pick up the phone and dial *00.
• Personal Status. The current personal status of the user logged on to ViewPoint. Click the personal status button to choose a different personal status.
• Audio output. You can click these buttons to switch ViewPoint's audio output between your computer speakers and your phone. Audio output includes playing your voice messages. Click the arrow to the right of the button to switch your audio output. If you do not have a sound device, the speaker option may be disabled.
• Call forwarding. If the FWD button is bold and has a phone icon to the left, it means you are currently forwarding your calls. Hover your mouse over the button to display the forwarding number. You can also click the arrow to quickly select one of your personal numbers (which you can set via
Tools > Options > My Numbers
) as the forwarding number.
Double-click the button to open the Call Forwarding dialog, in which you can change or
turn off call forwarding. See “Forwarding Calls” on page 9-2.
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Working in ViewPoint Folders
Wave ViewPoint contains folders, which appear in the main part of ViewPoint window and give you access to specific Wave functions.
Note: Some folders may not be available to you. Your Wave system administrator controls
which folders your ViewPoint program displays.
To open a folder, do one of the following:
• Click its icon in the Navigation pane. See “The Navigation Pane” on page 2-8
• Choose
View > Go To
, then select the folder to display.
For an overview of each folder, see the following table.
Navigation
Pane
Folder Description
Call Monitor
Place calls and handle incoming calls (transfer calls, create conference calls, monitor a voice message as it is being left, record a call).
Messages
Hear and manage your voice messages. To call back a message, right-click it and choose Place Call.
Contacts
Manage an online phone book of your telephone contacts.
Call Log
View a record of all your incoming or outgoing phone calls. To return the call, right-click it and choose Place Call.
Call Monitor \ Extensions
View all Wave extensions, their personal statuses, and who is on the phone now.
Configuration \ Greetings
Record your voice-mail greetings and change the active greeting.
Configuration \ Routing Lists
Set up “follow me” call forwarding (calls ring a series of numbers to find you), and direct calls to Groups or other extensions.
Configuration \ Groups
Define groups of users and contacts. You can then send voice messages to the group, and more.
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Working with Multiple Viewpoint Folders at the Same Time
You can have several folders open at once by opening each folder in its own window. To open a folder in its own window, right-click a folder in the Folders list and choose
Open in New Window
on the shortcut menu.
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Adjusting the Phonebook Pane Layout in the Call Monitor
The Phonebook pane—shown by default in the Call Monitor—includes the Extensions folder and the Contacts folder. You can perform drag-and-drop call handling operations between the
pane and the Call Monitor. See “Dragging and Dropping Items” on page 2-13. With the
Extensions folder, you can see whether a user is on the phone before placing a call to that user.
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With the Phonebook pane open, click the appropriate tab to display the Extensions folder or
Contacts folder.
To move the Phonebook Pane within the Call Monitor folder, choose
View > PhoneBook Pane
, and then select a location from the sub-menu.
To remove the Phonebook Pane from the Call Monitor folder, choose
View > Phonebook Pane
> Off
.
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Deleting Voice Messages and Other Items
To delete a voice message from your Inbox, select it and then press
Delete
. The voice message moves to your Deleted folder. It will be permanently deleted from the Deleted folder according to the settings defined in
Tools > Options
.
To permanently delete a voice message from your Inbox:
1. Select the voice message. To select more than one voice message, press Ctrl and select them.
2. Press Shift+Delete. A confirmation dialog opens.
3. Do one of the following:
• Click
Yes
if you want the selected voice message to be permanently removed from your computer.
• Click
No
to keep the voice message in your Inbox.
To delete other items:
1. In the folder in which the item appears, select the item. To select more than one item, press
Ctrl and click each item that you want to delete.
2. Right-click the selected item and choose
Delete
on the shortcut menu. A confirmation dialog opens.
3. When you delete an item that is not a voice message, such as a greeting, the item is permanently and irretrievably removed from your computer. You cannot recover it after you delete it.
4. Click
OK
to permanently delete the item.
Copying and Pasting Items
Copying a row in any folder places a copy of the item in that row on the clipboard as text. This information can be pasted into other applications, such as a text program.
Choose
Edit > Copy
to place a copy of selected items on your clipboard. Choose
Edit > Paste
to paste the items. Use this method to paste Call Log entries and voice message information into
the Problem Report Wizard (See “About the Problem Report Wizard” on page C-1.).
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Dragging and Dropping Items
You can drag and drop one item onto another item to perform actions such as making a call, transferring a call, and adding a call to a conference. You can also move an item to a folder.
For example, if you drag an active call in your Call Monitor onto a user in the Extensions tab of the Phonebook pane, the call transfers to that user. Conversely, you can drag a user from the
Phonebook pane to the Call Monitor to call that user.
The following table lists the drag-and-drop actions you can perform within Wave ViewPoint.
The From column shows the items you can click and drag. The To column shows the destination items. The remaining columns show the actions that result when you drag and drop an item or use the Shift and Ctrl keys in conjunction with dragging and dropping.
Note: Whenever you can drag an item to the Call Monitor to place a call, you can also drag it
to the Dial toolbar field.
DRAG AND DROP ITEMS
From To Drag SHIFT + Drag CTRL + Drag
Call
Call Log
Call
No action Opens the
Conference dialog
Conferences the calls together
Extension,
Contact, Call
Log, Voice
Message
Performs a blind transfer
Opens the
Transfer dialog
Performs a consultation transfer
Note: Alt + Drag of a call to an extension transfers the call directly to that extension’s voicemail.
Call
Empty Call
Monitor
Conferences the
Call Log party with the call
Places a call to the Call Log party
Opens the
Conference dialog
Opens the Place
Call To dialog
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From
Contact
Folder
Voice
Message
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Call
DRAG AND DROP ITEMS
(continued)
To Drag SHIFT + Drag CTRL + Drag
Empty Call
Monitor
Conferences the contact’s default number with the call
Opens the
Conference dialog
Places a call to the default phone number
Opens the Place
Call To dialog
Folder
Folder
Contact
Moves the contact to the folder
Opens the Move
Item dialog
Moves the folder to another folder
Opens the Move
Folder dialog
Copies the folder
Moves the folder to the Contacts folder
Opens the Move
Folder dialog
Voice
Message
Call
Empty Call
Monitor
Folder
Moves the folder to the Messages folder
Opens the Move
Folder dialog
Conferences the message sender with the call
Opens the
Conference dialog
Places a call to the message
Caller ID
Moves the message to the folder
Opens the Place
Call To dialog
Opens the Move
Item dialog ox
Copies the message
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From
Extension
Text (for example, a phone number you copied from a web page)
Call
DRAG AND DROP ITEMS
(continued)
To Drag SHIFT + Drag CTRL + Drag
Conferences the call
Opens the
Conference dialog
Empty Call
Monitor
Places the call
Call Monitor
Places a call to the number that was dropped
Opens the Place
Call To dialog
Opens the Place
Call To dialog
Printing Items in Folders
To print the contents of a folder, choose
File > Print
. When you print a folder that contains several columns, you may need to change the orientation of the page to “landscape” so that all columns that appear in the folder are printed.
Organizing Items in Folders
The Messages folder contains one folder already created, the Saved folder. When you listen to a voice message on the telephone and save it, the message is moved into the Saved folder.
Public Folders
Most items you create or see in ViewPoint are stored in private folders so they are not shown when a different user logs into ViewPoint. However, ViewPoint also supports public Contacts and Groups folders that contain items that can seen by all ViewPoint users and edited by those
with the proper permission. See “Viewing Public Folders” on page 2-17.
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Customizing Columns
You can choose to show or hide columns in a folder. You can also customize columns in a folder by moving, resizing, and resorting them. The changes you make to columns in a folder are saved when you exit ViewPoint.
Showing, Hiding, and Reordering Columns
For each folder in ViewPoint, you can choose the columns that you want to see in the folder.
Note that by default, some folders do not show all of the available columns.
To show, hide, or reorder columns in a ViewPoint folder:
1. Choose View > Show Columns (or right-click the column header). The Show Columns dialog opens.
2. Do any of the following:
• To move columns into or out of the folder, select them and click
Add
or
Remove
. You can also drag and drop.
• To reorder the columns in the folder, select the column in the
Show these columns
list, and click the
Up
and
Down
arrows to move the column up or down in the list.
3. Click
OK
to save your changes.
Note: You can also reorder columns from within the folder by dragging the column headers.
Dragging a column off the screen until an X displays removes that column.
Moving Columns
To move a column, do either of the following:
• In the folder, click the column header and then drag and drop it to a new location.
• Use the Show Columns dialog to reorder the columns in a folder, as described above.
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Resizing Columns
To change a column’s width, in the folder click and drag the right-hand side of the column header.
Sorting the Contents of a Column
Click a column header to sort the items in a folder by the information in that column. Click the column header again to sort in the reverse order.
The column in the folder that contains an arrow in its header is the column by which the display is currently sorted. The direction of the arrow indicates the sort order.
Viewing Public Folders
Public folders contain items that all Wave users can view and use. For example, any user can view a public contact’s information or place a call to that contact.
Example
:
Your company defines its departments as public Groups. All users in the company can view the members of those Groups.
Note: Items in public folders are not generally available for editing or deleting. You must have
special permission to edit a public item.
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Managing the Deleted Folder
The Deleted folder contains voice messages that you have deleted from the Messages folder.
Items in the Deleted folder continue to be stored in the limited space that has been allocated to you for your voice files. To regain space for more voice messages or other voice files, empty your Deleted folder.
To view the contents of the Deleted folder, click it in the Folder List.
Emptying the Deleted Folder
You can delete an item from the Deleted folder just as you would from any folder. When items are deleted from the Deleted folder, they are deleted permanently.
To empty the Deleted folder, choose
Tools > Empty Deleted Folder
.
To empty the Deleted folder automatically:
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Voice Messages \ Usage tab.
3. Choose one of the following options:
• To delete all messages in the Deleted folder now, click
Remove all items now
. The messages are deleted when you click
OK
to close the Options dialog box.
• To empty the Deleted folder automatically whenever you exit ViewPoint, check
Remove all items when exiting
.
• To remove old items automatically from the Deleted folder, check
Periodically remove old items
, and then enter the age in days at which an item is automatically removed.
4. Click
OK
.
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Using the Audio Controls
Wave’s audio controls make it easy to create recordings and listen to recordings and voice messages.
These audio controls appear throughout ViewPoint in dialogs in which you can create recordings and listen to voice messages.
Creating Recordings and Playing Voice Messages
You create recordings by speaking into your phone.
Record
When you are ready to record, pick up your phone, and then click the button. A beep signals that recording has begun.
Stop
Play
When you are finished recording, you can either hang up or click the button.
Click the button to listen to the recording or voice message.
Click it again to pause playback.
To move forward and backward within the recording or voice message, drag the slider bar:
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You can play audio either over your computer speakers or your telephone. Choose
Tools > Audio
Output
to switch audio output from one to the other. You can also use the button in the status bar. When playing audio over the phone, if your phone is on hook, it will ring to connect you to the audio being played.
Note: When sending audio to your phone, ViewPoint displays a message identifying the
station ID being rung.
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Using Voice Message Bookmarks
You can set bookmarks in voice messages by dragging the arrows that appear under the slider bar. When you play a message you have bookmarked, only the portion of the file between the bookmarks plays. This capability can be useful when you want to mark the location of an important phone number in a voice message.
Importing and Exporting Voice Files
To import or export a voice file, use the buttons on the recording control.
Import
You can import a voice file in WAV format to use for any
ViewPoint recording (greetings, voice titles, and so on).
Wave can import WAV files with a frequency of 8Khz, 11.025
Khz, 22.05 Khz, or 44.1 Khz.
Export
You can export any of your ViewPoint recordings, including voice messages and recorded conversations, to a WAV or MP3 file on your hard disk.
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Importing and Exporting Wave Items
You can import contacts into Wave from a CSV (comma-separated value) file, and you can export contacts to a CSV file. Click
File > Import and Export
to open the Import and Export
Wizard.
Importing and Exporting Contacts
You can import contacts into Wave:
• From a CSV file generated from Wave
• From a CSV file generated from another contact manager such as Microsoft Outlook
You can export contacts from Wave to a CSV file that you can import into another Wave
ViewPoint, Outlook, GoldMine, FrontOffice 2000, Act!, or other contact management software.
To import contacts from a CSV file:
1. Choose
File > Import and Export
. The Import and Export Wizard opens.
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Import Contacts
, and then click
Next
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3. In
File to Import
, click
Browse
and select the CSV file that you want to import.
4. In
Destination folder
, select the Wave Contact folder into which you want to import the contacts in the CSV file.
5. Under
Options
, select one of the following:
•
Replace duplicates with items imported. If Wave finds a duplicate contact in the
CSV file, the contact from the file will replace the existing Wave contact.
•
Allow duplicates to be created. If Wave finds a duplicate contact in the CSV file, it
will import all contacts, even those that are duplicates of Wave contacts.
•
Do not import duplicate items. If Wave finds duplicate contacts in the CSV file, it
will not import them.
6. Select
Use phone numbers as caller identification for these contacts
to add the imported contacts’ phone numbers to Wave’s list of Caller ID numbers so that contacts can be
identified when they call. For more information, see “Teaching Wave to Recognize Your
7. If you are importing a CSV file that was created by Wave or Outlook, go to step 10.
8. If you are importing contacts from another application and have not previously mapped the fields, click
Map Custom Fields
. The Map Custom Fields dialog opens using the default map, showing the first contact record to be imported, and how the existing fields will be mapped to Wave fields.
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9. If you have saved a different map and want to use it, click
Load Map
and select it.
Otherwise, map the fields manually as follows:
• Check
First record contains field names
at the bottom of the dialog if the CSV file’s first record consists of the names of fields. Then drag fields or values from the left pane (the CSV file) to the fields in the right pane (Wave contacts) in which you want the values to appear. Drag unwanted field mapping from the right pane to the left pane to clear them.
• Click
Previous
or
Next
to view other records in the CSV file to see how they will map.
• Click
Clear Map
to remove all mapping from the right pane.
• Click
Default Map
to restore the default mapping.
• Click
Save Map
to save the current mapping to a new file (this can be useful if you regularly import contacts from several different sources). If you do not click
Save
Map
, the default map is saved when you click
OK
.
When you are finished mapping fields, click
OK
. Any changes to the default or custom map are saved for future importing.
10. Click
Next
in the Import and Export Wizard, and then click
Finish
. The contacts in the CSV file are imported.
Note: When text is imported from a CSV file, a comma in the text breaks the text between
fields unless the text is within quotation marks.
To export contacts to a CSV file:
1. Choose
File > Import and Export
. The Import and Export Wizard opens.
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2. Under
Choose an action to perform,
select
Export Contacts
, and then click
Next
.
3. In
Save exported file as,
browse to the folder in which you want to save the CSV file.
4. In
Source folder
, choose the Contacts file that you want to export, and then click
Next
.
5. Click
Finish
. The CSV file is exported.
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Chapter 3
Using Personal Statuses
Chapter Contents
About Personal Statuses
Your personal status lets your colleagues know where you are and what you are doing. It also specifies how your calls are handled under specific circumstances. Changing your personal status is a quick way to change your call handling. For example, the Do Not Disturb status sends your incoming calls directly to voicemail without ringing your phone.
Note: To change your personal status, you must have permission to do so. If you cannot change
your personal status, see your Wave system administrator.
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The Personal Statuses
Five predefined personal statuses are available to all users.
Personal Statuses
The following table lists the predefined personal statuses.
Icon Status Description
Available
Lets people know that you are available to take calls. All calls ring your phone. You can turn call forwarding on if you want to take calls at a different location, for example, if you are working from home.
Do Not
Disturb
In a Meeting
Out of the
Office
Lets people know that you are not taking calls. No calls ring
your phone.
Calls are sent straight to the “unanswered” final action of your routing list (usually your voicemail).
Note: You can create a call rule that overrides the Do Not
Disturb personal status by allowing calls from specific people
to ring your phone. See Chapter 11.
These three personal statuses let people know where you are when you are away from your desk. Like Do Not Disturb, these personal statuses send your calls directly to the
“unanswered” final action of your routing list (usually your voicemail) without ringing your phone.
On Vacation
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Selecting A Personal Status
This section explains how to select a personal status using ViewPoint or the phone.
Selecting a Personal Status in Viewpoint
The ViewPoint status bar contains a button that shows your current personal status. Click that button to select a different personal status.
You can also use the
Tools > Personal Status
submenu.
Selecting a Personal Status Using Your Phone
You can select a personal status on the phone by logging on and press
6 1
. You can select the
Available personal status quickly by picking up the phone and pressing
*50
.
Changing the Personal Status of Another User
You can change the personal status of another Wave user if you know that user’s password (or you can do it without entering a password if you have the appropriate permission). This feature is useful when users want to change their personal status but do not want to log on to Wave themselves. For example, a secretary can change the personal status for the boss, or the user who is acting as the Operator user can change the Operator’s personal status without logging on as the Operator user.
To change another user’s personal status in ViewPoint:
1. In the Extensions list, right-click the user.
2. Choose
Apply Personal Status
and click a personal status.
3. If you do not have permission, you will be prompted for that user's password. Enter it and press
OK
if prompted.
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Chapter 4
Using the Extensions List
Chapter Contents
Viewing Wave Extensions
You can see all Wave extensions, along with information about the current status of each extension, in the Extensions list. You can use the Extensions list to quickly place calls to other
Wave extensions or to change another user’s personal status if you have permission to do so.
You can display the Extensions list in the Call Monitor for quick access, including
drag-and-drop calling. See “Adjusting the Phonebook Pane Layout in the Call Monitor” on page 2-11.
A glance at the Extensions list can tell you:
• A user’s extension number
• Whether a user is currently on a call
• A user’s current personal status
• Whether a user has call forwarding turned on, and the location to which the calls are forwarded
• The extensions of your office’s auto attendants.
The Extensions list automatically updates in real time.
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Searching the Extensions list
To find someone quickly, you can type their first or last name (fully or partially) in the Search field. The Extensions list displays all items whose first or last name begins with the entered text.
Extensions Folder Tabs
The Extensions folder can contain tabs that display related groups of extensions. To view tabs, right-click the Extensions folder column headers and choose
Show Tabs
(or choose it from the
View menu). Click each tab to view its contents.
•
All tab.
This tab displays all Wave extensions. Your system may be configured to not show this tab.
•
Group tabs.
The Extensions folder contains a tab for each public Group of which you are a member, and a tab for each personal Group that you created and decided to show as a tab.
Click a Group tab to see the extensions within that Group. See “Using Groups” on page 10-14.
Showing, hiding, and reordering Extensions list tabs
To show or hide individual tabs, as well as choose their order, do the following:
1. In the Extensions folder, choose
View > Show Tabs
.
Note: You can also right-click the Extensions list column headers or tabs.
2. Select a tab name and click
Add
or
Remove
to show or hide it. Use the up and down arrow buttons to arrange the order of tabs.
3. Click
OK
.
Extensions Folder Columns
Some Extensions folder columns are hidden by default. Press
F1
for Help to see a complete list
of columns with explanations. To show or hide columns, see “Customizing Columns” on page 2-16.
Placing Calls to an Extension
To place a call to an extension, double-click the extension. If your phone is on hook, it rings to connect you to the call being placed.
Changing Another User’s Personal Status from the Extensions Folder
From the Extensions folder you can change another user’s personal status if you know that
user’s password, or have the proper permission. For instructions, see “Changing the Personal
Status of Another User” on page 3-3.
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Chapter 5
Receiving and Handling Calls in ViewPoint
Chapter Contents
Selecting and Acting on a Call in the Call Monitor Folder . . . . . . . . . . . . . . . . . . 5-5
Using the Call Monitor folder
In the Wave ViewPoint, the Call Monitor folder is the visual counterpart to your telephone. The
Call Monitor lets you see all your incoming calls and any outgoing calls at once, often with the callers identified by name.
Note: You must have a phone associated with ViewPoint to use most Call Monitor features.
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In the Call Monitor folder you can:
• See who is calling you and take the call or send it to voicemail
• Click calls to transfer them, put them on hold, send them to voicemail, or perform other actions
• Move among multiple calls on hold with a click of the mouse
• Record calls
• Conference calls (including creating or starting a conference)
Each row in the Call Monitor folder is an item that contains information about one call, or one party in a call. Conference calls appear in a special Conference pane that shows the parties other than yourself.
For an explanation of Call Monitor folder columns, press
F1
for online Help. For information
Call Monitor Folder Tabs
For most people, the Call Monitor folder contains one tab, called My Phone. However, the Call
Monitor can display other tabs that group related calls. Click each tab to view the related call activity at your phone.
• My Phone tab: This tab always appears in your Call Monitor folder and displays all calls to or from your telephone. This includes calls that are forwarded to your extension (in this case, the called party who forwarded the call is identified in the Owner column), and calls to your DID number if you have one.
• Parked tab: The Parked tab shows all current parked calls.
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Showing, hiding, and reordering Call Monitor tabs
To show or hide individual Call Monitor tabs, as well as choose their order, do the following:
1. Choose
View > Show Tabs
.
Note: You can also right-click the Call Monitor column headers or tabs.
2. Select a tab name and click
Add
or
Remove
to show or hide it. Use the up and down arrow buttons to arrange the order of tabs.
3. Click
OK
.
Using the My Phone tab to handle calls
The My Phone tab appears if you have other tabs showing. After you answer a call, the Call
Monitor automatically switches to the My Phone tab. It is the only tab from which you can perform call-handling commands on a call. If you select an active call in another tab, the call-handling commands are unavailable.
Call Monitor folder panes
The Call Monitor folder contains the following panes that you can hide or show:
• The Phonebook Pane, which shows the Extensions folder and the Contacts folder and
enables drag-and-drop call handling. See “Adjusting the Phonebook Pane Layout in the Call
Monitor” on page 2-11 and “Dragging and Dropping Items” on page 2-13.
• The Parties pane, which shows the parties in a conference call other than yourself.
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Call Monitor Folder Columns
The Call Monitor folder contains several columns that show detailed information about a call, such as Trunk Name and Target Station. Some of the columns are hidden by default. For an explanation of the columns, press
F1
in the Call Monitor folder for its online Help. For
instructions on hiding and showing columns, see “Customizing Columns” on page 12-8.
Viewing a custom data column in the Call Monitor
If your Wave ISM is configured to display custom data (for example, a caller’s account number) in the Call Monitor, the custom data appears in one or more columns. You can view the available columns in the Show Columns dialog. You can hide and show custom data columns the same
way you can hide and show normal columns (see “Customizing Columns” on page 2-16.)
Contact your Wave system administrator to see if any custom data columns are available in your
Call Monitor folder.
Displaying the Call Monitor Folder Automatically
Wave can open the Call Monitor folder automatically in the following situations:
• When you receive an incoming call
• When you place or return calls from other ViewPoint folders
When the Call Monitor folder opens automatically, it appears in front of all other open windows on your computer.
To display the Call Monitor folder automatically:
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the ViewPoint \ Call Monitor tab.
3. Under
Display Call Monitor in the following situations
, check one or both of the following options:
• Placing new calls from Contacts or Extensions
• Returning calls from Voice Messages or Call Log
4. To display the Call Monitor folder automatically on incoming calls, click the ViewPoint \
Call Alerts tab and check
Display the Call Monitor
.
5. Click
OK
.
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Selecting and Acting on a Call in the Call Monitor Folder
Click a call in the Call Monitor folder to select it. After it is selected, you can choose commands to apply to that call.
To use a command on a call in the Call Monitor folder, do one of the following actions:
• Right-click the call and choose a command on the shortcut menu. This option is often the fastest way of choosing a command, but it may be difficult to do so during times when phone traffic is heavy. This is due to the fact that calls change position in the Call Monitor folder as new calls arrive and transferred calls leave the Call Monitor folder.
• Click a button on the toolbar.
• Choose a command from the
Actions
menu.
• Press Enter. This puts the selected call on hold, or retrieves it if it is already on hold.
Call Ownership
In the Call Monitor you can perform call-handling commands only on calls that you own. You own a call if you are the one who answered it. If you select a call that you do not own, the call-handling commands are unavailable.
To determine who owns a call, look at the name in the Owner column.
Double-clicking Calls
Double-clicking in the Call Monitor folder has the following effects:
• Double-clicking an active call puts it on hold.
• Double-clicking any other type of call takes the call (connects you to the caller). This includes incoming calls, calls on hold, parked calls, and calls to which you are listening while the caller leaves a message.
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Commands while a Call is Ringing
While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.” If
Wave can identify the caller, the item in the Call Monitor folder also displays the caller’s phone
number and name, which enables you to screen your calls. (See “Teaching Wave to Recognize
Your Contacts” on page 10-7.) While calls are ringing, you can perform the following actions:
• Take the call
• Send the call to voicemail
• Transfer the call without talking to the caller first
Taking the Call
If you are already on another call, select the incoming call and choose
Actions > Take Call
. Your current call is put on hold. You can easily move among multiple calls by choosing
Take Call
again.
Sending the Call to Voicemail
Select the call, and then choose
Actions > Take Message
. The call is sent to your voicemail.
Screening a voice message as it is being left
You can listen to a voice message as the caller is leaving it and pick up the call if needed. To do so:
1. Select the call while it is ringing or while the caller is leaving a message.
2. Choose
Actions > Screen Message
.
3. Pick up your phone and listen to the message as it is being left. This is a one-way connection. The caller cannot hear you.
4. To interrupt the message and take the call, choose
Actions > Take Call
. You are connected to the caller.
You can also listen to a voice message as it is being left via the phone.
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Commands while You’re on a Call
Once you are on an active call, you can perform actions on that call, including the following:
• Including the call as part of a conference call.
• Associating a Call with a Contact
• Playing a Caller's Name Over Your Speakers
• Disconnecting a Call while Staying on the Phone
• Entering an Account Code for a Call
• Flagging a Problem Call to Report Later
Instructions for each of these commands appear in the following sections.
Note: To perform a Call Monitor command on a call, you must first select the call.
Putting a Call on Hold
To put a call on hold, select the call, and then choose
Actions > Hold
. Alternatively, double-click the call or select the call and press Enter.
To retrieve the call from hold, select the call and either choose
Actions > Take Call
, double-click the call, or press Enter.
You can put as many calls on hold at one time as you want. The
Duration
column in the Call
Monitor folder shows how long each call has been waiting on hold.
Note:
• Use
Actions > Hold
instead of the Hold button on your phone. When on hold, callers hear music (if your system has music on hold), but they hear only silence if you use your phone’s
Hold button.
• If you’re using a digital feature phone with multiple line appearances, you do not hear dial tone after putting a call on hold. To get dial tone, select an unoccupied line.
Ringback for calls on hold
By default, if you hang up with one or more calls on hold, Wave’s ringback feature rings your phone to remind you. Talk to your Wave system administrator about configuring ringback behavior.
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Transferring a Call
The Call Monitor folder allows you to easily transfer a call to any party, either another Wave user or someone at an external phone number. You can look up users and contacts by name, and you can see in advance if an extension is busy. You can also transfer a call to an auto attendant or to a user’s voicemail.
Drag-and-drop transferring
With the Phonebook pane showing in the Call Monitor folder, you can drag a call from the Call
Monitor to an extension to transfer the call to that extension, or to a contact’s name to transfer the call to the contact’s default number. For more information about drag-and-drop commands,
Blind, supervised, and direct-to-voicemail transfers
You can transfer a call in one of the following ways:
• Blind transfer, sometimes called an unattended transfer. You transfer the call without first speaking to the recipient. When the recipient answers the phone, the call is connected.
Note: Blind transfers occur automatically when transferring a ringing call, and when
transferring to voicemail or an auto attendant.
• Supervised transfer, sometimes called an attended or consultation transfer. You speak to the transfer recipient first, while the caller is placed on hold. You can then complete the transfer, or conference the three of you together, or cancel the transfer and return to the caller.
• Direct to voicemail. You transfer the call directly to an extension’s voicemail.
To transfer a call:
1. Select the call that you want to transfer.
2. Choose
Actions > Transfer.
The Transfer To dialog opens.
3. Select the person or enter the number to which to you want to transfer the call. See
“Placing a Call” on page 6-1 for instructions.
Note: You may be prohibited from transferring an external caller to an external number.
See your Wave system administrator for more information.
4. In the
Transfer
field at the bottom of the dialog, click either
Blind
,
Supervised
, or
to
Voicemail
. See the beginning of this section for more information.
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5. Click
OK
. If you selected
Blind
or
to Voicemail
, the transfer is completed and the call disappears from your Call Monitor.
• If you selected
Supervised
, you are connected to the recipient’s extension, and the caller is put on hold. The incomplete transfer displays as a linked three-party call in the Call Monitor.
6. Speak to the recipient and announce the caller. A dialog opens and asks you if you want to complete the transfer or cancel it.
7. Choose one of the following options:
•
Complete. The transfer is completed and the call disappears from your Call Monitor.
You can also complete the transfer by hanging up the phone.
•
Conference. The caller, the recipient, and you are all connected in a conference call.
•
Cancel. The transfer process ends and you are reconnected to the caller, so you can
transfer him or her to voicemail or another destination.
Transfer Tips for Operators
By using Groups and showing the Extensions tab of the Phonebook pane in the Call Monitor folder, you can easily find and choose the recipient of a call that you want to transfer. Define
Groups to represent the departments of your office. When transferring a call you can then view only the members of a Group, for example, the Marketing Group. You can see at a glance the
names of members of the Marketing department and who is available to take a call. See “Using
Groups” on page 10-14 and “Adjusting the Phonebook Pane Layout in the Call Monitor” on page 2-11.
You can also transfer calls more easily by resizing the Transfer To dialog, by showing and hiding
columns, and by sorting calls by column. See “Customizing ViewPoint for Operators” on page 12-7.
Adding Notes to a Call
While a call is visible in your Call Monitor folder, you can type notes about the call in the Notes
Pane. If the Notes Pane is not showing, click
Notes
in the bottom pane.
If the call is transferred to someone else, notes that you created about the call are sent with the call (for example, you can add a note such as “Customer wants to track invoice #123987” before transferring the call to your shipping department). When the call is complete, you can view or
edit the notes for the call in the Call Log folder (see Chapter 8, “Using the Call Log Folder” ).
If the call is recorded or transferred to voicemail, you will see the notes associated with the recording.
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Recording a Call
If your Wave system administrator has given you the required permission, you can record your
Wave conversations, including conference calls. By default, recordings appear in your
Voicemail Inbox folder, although the system may be configured to send them to another extension’s Inbox.
The maximum length of a single recording is equal to the total number of minutes available in your voice mailbox. By default this is 20 minutes, but your Wave administrator may have set a different limit.
Note: You cannot receive more voice messages when your voice mailbox is full. You should
check your available mailbox space after recording any conversation to be sure that you have
space for new voice messages. See “Managing your voicemail maximums” on page 7-9 for
more information.
To record a call:
1. During an active call, choose
Actions > Start Recording
. Wave starts to record the call. You may hear a regular beep while recording, depending on your system configuration.
2. To stop recording before the call is finished, choose
Actions > Stop Recording
.
To play a call you just recorded:
1. Go to your Voicemail \ Inbox folder, or open another mailbox if your system is set up differently.
2. Select the recording.
3. Choose
Actions > Play
.
Using the Telephone Commands
You can start and stop recording your calls using the
*16
telephone command. You can also use the telephone commands to listen to recordings in your Inbox. For more information, see the
Wave Phone User Guide.
Privacy
It is the responsibility of you and your Wave system administrator to comply with any federal or other applicable statutes regarding the recording of phone calls. Vertical Communications,
Inc. disclaims any responsibility for failing to comply with such regulations.
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Associating a Call with a Contact
Unidentified calls appear in the Call Monitor folder as being from “Unknown.” You can associate a particular unidentified call with one of your contacts, so that the Call Monitor and
Call Log folders display a name with the call. You can also permanently associate the call’s
Caller ID phone number or text with the contact, so that Wave automatically identifies the contact on all subsequent calls from that phone.
To associate a call with a contact, choose
Actions > Associate
. See “Associating a Call or Caller
ID Number with a Contact” on page 10-9.
Parking a Call
Parking a call puts a call on hold and lets any Wave user retrieve it from any Wave telephone or
ViewPoint program in your office.
To park a call
1. In the Call Monitor, select the call you want to park.
2. Choose
Actions > Park
. The
Status
column in the Call Monitor folder displays “Parked on
<orbit number>.
Note: To display parked calls in the Call Monitor, choose
View > Show Tabs
from the Call
Monitor, and check
Show all parked calls
.
Unparking a Call
You can retrieve a parked call from any Wave telephone or from any PC running ViewPoint.
To answer a parked call from any ViewPoint program:
1. Click
Tools > Unpark
. The Unpark dialog opens.
2. Select the call that you want to unpark and answer and click
OK
.
You can also answer a parked call by picking up a Wave phone, pressing
*53
, and then entering the parking slot number.
Sending a Call to Voicemail
To send an active call to voicemail, choose
Actions > Take Message
.
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Playing a Caller's Name Over Your Speakers
You can play a recording of a caller’s name over your speakers at any time during a call by choosing
Actions > Announce Caller
.
The recording that plays is either the caller’s voice title, if one has been recorded, or the caller’s answer to the call announcing prompt, “Please say your name.” If you choose
Actions >
Announce Caller
and hear nothing, then either the caller has no voice title recorded, you have the call announcing prompt turned off, or the caller did not answer the prompt.
Disconnecting a Call while Staying on the Phone
You can disconnect a call without hanging up the phone. Select the call, and then choose
Actions
> Disconnect
. This command is useful if:
• You want to disconnect a single party in a conference call. Hanging up your phone would disconnect you from the whole conference.
• You are going to immediately dial another call. If you hang up and pick up your analog phone too quickly, Wave can read that as a Flash command, which would put the call on hold instead of disconnecting it.
Entering an Account Code for a Call
While on a call, you can enter an account code for the call or change the one already entered.
1. Select the call, and then choose
Actions > Enter Account Code
.
2. Enter an account code. You can enter numbers, letters, or other characters.
3. Click
OK
.
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Flagging a Problem Call to Report Later
The “Flag a Problem” button in the Call Monitor toolbar lets you click once to flag a problem call, for example, a call that is not displayed correctly in the Call Monitor, or a call in ViewPoint that doesn’t match the call on your phone. Any time after flagging calls, you can run the
Problem Report Wizard once and gather the logs for all of the flagged calls.
Flagging a call streamlines the process of using the Problem Report Wizard (see Appendix C)
to report problems about individual calls to your system administrator. For example, a company operator might have too many calls coming in and cannot afford the time away to run the
Problem Report Wizard for each individual call.
To flag a problem call
1. In the Call Monitor, select the problem call.
2. Click the “Flag a Problem” button on the toolbar.
3. If prompted in the Problem Notes dialog, enter notes about the problem, and then click
OK
.
(By default, you will not be prompted to enter notes. To configure this behavior, contact your Vertical support representative.)
To gather logs for all flagged calls
1. At a less busy time, run the Wave Problem Report Wizard from the Start menu by choosing
All Programs > Vertical Wave ViewPoint > Wave Problem Report Wizard.
Note:
Running the Problem Report Wizard from the Start menu picks up the appropriate logs for any flagged calls across multiple ViewPoint sessions. You can also run the
Wizard from within ViewPoint by choosing Help > Report a Problem, but this will only gather the logs for calls flagged during the current ViewPoint session.
2. Follow the onscreen instructions. On the second Wizard screen, deselect the
This problem involved a specific call or message
checkbox.
Incoming Call Indicators
When you receive a call, a popup indicator appears, displaying who is calling by phone number and name, if available.
Click the icons to (L to R) send the call to voicemail, send to voicemail and screen the massage, transfer the call, or take the call.
Wave can also tell you the identity of the caller over the phone:
•
Caller ID display.
If you have a telephone with a Caller ID display, you can use it to see the
Caller ID of the incoming call.
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Chapter 6
Placing Calls in ViewPoint
Chapter Contents
Placing a Call
ViewPoint provides the following ways for you to place calls:
• Placing Calls Using the Dial Bar
• Using the Place Call to Dialog
• Quick-Dialing from ViewPoint Folders
• Placing Calls Using Drag-and-Drop
• Placing Calls by Using Other Contact Managers
Placing Calls with the Phone On- or Off-Hook
When placing calls from ViewPoint you can choose the command with the phone either on-hook or off-hook. If the phone is on-hook when you place a call, your phone rings immediately after you finish dialing the number. If the phone is off-hook when you place a call, you hear Wave dialing the number.
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Placing Calls Using the Dial Bar
ViewPoint has a
Dial
bar on the menu bar that you can use to place calls.
To place a call using the Dial bar:
1. Type either of the following in the Dial bar:
• The number to dial. If it is an external number, type the full number including area code (10 digits in North America, for example 6173540600). Do not enter a Wave access code (such as 9). To dial international numbers enter + followed by the country code and the number, for example +44 020 7323 8299. Do not add the international access code (for example, 011 in North America).
Hyphens, spaces, periods and parentheses are allowed.
• The name or partial name of a user, contact, or contact company name. Wave searches all of the Contacts, Extensions, and Groups for a match. If only one match is found, the system places the call immediately. If there is more than one match, a dialog opens and you can select a name on the list and click Dial to place the call.
2. To specify an account code for the call, add a vertical bar character ( | ) after the number, followed by the account code.
3. Press Enter to place the call.
• You can also drag-and-drop items into the Dial bar, including a text phone number
from another application. See “Placing Calls Using Drag-and-Drop” on page 6-5.
To redial a call using the Dial bar:
Click the arrow on the right of the Dial bar for a list of recently dialed names and numbers. Click a number to redial it.
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Using the Place Call to Dialog
The Place Call To dialog visually guides you to place a call. It is not as efficient as using the
Dial bar (if you know the person's name or number) or the Call Monitor's Phonebook pane.
1. Choose
File > New > Call
. The Place Call To dialog opens.
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2. Enter or select the number to dial in one of the following ways:
• Enter the number to dial in the
Name/Number
field. You can also type the name of a contact or user.
• Click
Contacts
and select a contact on the list.
The contact’s default phone number appears in the drop-down list below the main list. If the contact has more than one phone number associated with it, you can select a different number to call on the drop-down list.
To create a new contact, click to open a new Contact dialog. To edit the currently selected contact, press Alt and click
. See “Entering a New Contact” on page 10-3 for more information.
• Click
Extensions
and select an extension in the list. The list is identical to other
Extensions lists in ViewPoint (see “Viewing Wave Extensions” on page 4-1).
If the extension is a user with public numbers (My Numbers marked as public), you can choose one of those numbers from the drop-down list below the main list. See
“Entering My Numbers” on page 6-4 for more about public numbers.
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• Click
My Numbers
. To place a call to one of your own phone numbers, such as your home or mobile phone, select it on the list. You can double-click a blank category to enter a new number for it.
Note: To verify that the phone number is entered in a correct format, click
.
3. To enter an account code for the call, type a vertical bar character ( | ) after the number, followed by the account code.
4. Click
OK
to place the call.
Note: Another way to place a call to a user is to double-click the user in the Extensions list.
Entering My Numbers
You can store your own phone numbers in your Wave account, such as your home number or your mobile phone number. When placing, forwarding, or transferring a call, you can click
My
Numbers
and select one of your numbers.
To enter a number or address in the My Numbers list
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Personal \ My Numbers tab.
3. Click the type of number you want to enter or modify, for example
Home
or
Mobile
, then click
Edit
.
To delete a number, click it, then click
Clear
.
4. In the
Number
,
, or
IM address
field, enter the phone number, email address or instant messaging address.
5. Check
Public
to make the number publicly available. This has the following effects:
• Other users can quick-dial your public numbers (or make speed-dial shortcuts to them) by right-clicking your name in their ViewPoint Extensions list. If unchecked, the number is kept private and does not appear on this right-click menu.
• When a call comes into Wave from one of your public numbers, your name appears in the
From
column, and can be used to identify you, for example by other users’ call rules. If unchecked, calls from the number display as from “Unknown.”
Note: In cases where the same number is defined in different places, Wave chooses
the name to display by prioritizing as follows: (1) a user’s public number, (2) a public contact, (3) a private contact.
Note: Other programs can access to the number, for example, an ViewPoint Add-in that
automatically dials certain numbers. If unchecked, other programs cannot read or access the number, though your system administrator can still view it.
6. Click
OK
to return to the Options dialog box.
7. Click
OK
to close the Options dialog box.
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Quick-Dialing from ViewPoint Folders
In certain ViewPoint folders you can quickly place calls by either right-clicking an item or selecting it and using the
Actions
menu. You can choose the following commands:
• Speed Dial. Immediately places a call to the default number of the selected item. For a user, it is his or her extension. For a contact, it is the contact’s default phone number.
• Place Call. Opens a sub-menu that lets you choose from all the available numbers for the selected item (for example, all of a contact’s numbers). You can also choose
Other
to open
the Place Call To dialog with that item selected (see “Using the Place Call to Dialog” on page 6-3).
You can quick-dial the following types of call from ViewPoint folders:
To quick-dial...
A user or other extension
A caller (call back)
Use this folder
Extensions (or the
Extensions list in the Call
Monitor’s Phonebook pane)
Call Log
Notes
Places a call to the Caller ID or callback number associated with the call.
Places a call to the Caller ID or callback number associated with the message.
A message (call back) Messages (Inbox or other folder)
A contact Contacts (or the
Contacts list in the Call
Monitor’s Phonebook pane)
Speed Dialing by Double-clicking
In the Extensions list, double-clicking an extension speed-dials that extension.
In the Contacts folder, double-clicking a contact may speed-dial the contact’s default number,
depending on how you have configured your Contacts folder (see “Defining Double-click
Behavior in the Contacts Folder” on page 12-8).
Placing Calls Using Drag-and-Drop
You can place a call to an extension, contact, or Group by dragging and dropping it either into the Call Monitor or the Dial bar. When dropped, Wave places the call using the default phone number.
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Placing Calls by Using Other Contact Managers
You can place calls by using other contact managers such as Microsoft Outlook, GoldMine or
Checking a Number
To confirm that Wave has correctly interpreted a number or address that you have entered—for example, that it has recognized the correct country on an international call—click next to the
Number
or
Address
field. The Check Phone Number dialog opens. You can correct any dialing errors here before you place the call.
Note: The dialog will open automatically if the number you entered was unclear.
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To check a phone number:
1. Under
Call Using
, make sure the appropriate dialing service is selected for the type of call.
2. Under
Country/Region
, make sure the correct country is selected.
3. Under
City/Area code
and
Local number
, confirm that Wave has interpreted the number correctly.
4. Select
Use country code and area code dialing rules
if you want Wave to apply dialing rules that determine if a number is a local or long-distance call. Clear it to have Wave dial the number exactly as entered, as if you had dialed it on the phone.
5. Click
OK
to close the Check Phone Number dialog.
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Redialing Numbers and Returning Calls
You can quickly perform the following dialing actions in ViewPoint:
• Redial the last number you dialed. Press
F12
on your keyboard.
• Return the last call you received. Press
F11
on your keyboard. The name of the last caller and the phone number appear in the status bar at the bottom of ViewPoint window.
Both these features are available from the File menu, including redial options for the last four calls you placed while ViewPoint was running. You can redial older calls from the Call Log.
information).
Creating Conference Calls
Wave lets you easily conference multiple calls together. The Call Monitor folder treats a conference call as a single call.
The maximum number of parties that can be in a single conference can be between 4 and 30, depending on your system's configuration. Ask your Wave system administrator for details.
You can create a conference call by:
• Adding parties one at a time to a call
• Combining separate active calls into one
Conference calls appear in the Parties pane of the Call Monitor. The pane shows all participants other than yourself.
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You can right-click a participant in the Parties pane to perform commands on that participant, like Hold or Disconnect.
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Adding Parties to a Conference
Use this procedure to start and build a conference call. The call is placed on hold while you are adding new parties, but the parties already conferenced can continue to talk to each other.
1. Dial the first party and wait for an answer.
2. Click the call in the Call Monitor folder.
3. Choose
Actions > Conference
. The Conference dialog opens.
4. Select the second party for the conference call or enter a phone number to dial, and then click
OK
. See “Placing a Call” on page 6-1 for more information.
Note: If you have more than one active call when you choose the Conference command,
click the New Call tab in the Conference dialog to place the call.
When the call is answered, you are connected to the new party in a separate call. The Conferencing dialog opens giving you the option of adding the party to the conference or not.
5. Determine whether you want to add the new party to the conference. Then click one of the following:
•
Complete. The new party joins the conference call.
•
Cancel. The new party’s call is disconnected, and you return to the conference call.
6. Repeat steps 2-5 to add more parties to the conference.
Adding Parties to a Conference by Dragging and Dropping
To drag and drop parties into a conference, you must have the Calls pane open in the Extensions or Contacts folder, or the Phonebook pane open in the Call Monitor folder. For more
information, see “Adjusting the Phonebook Pane Layout in the Call Monitor” on page 2-11 for
instructions.
Drag and drop parties to the conference as follows:
• Using the Calls Pane in the Extensions or Contacts folder, you can drag users or contacts onto the active call in the Calls Pane to automatically add them as parties to the conference.
If you press Shift while you drag a user from the Extensions list, the Conference dialog opens and provides further options.
• Using the Phonebook Pane in the Call Monitor folder, you can create a conference call by pressing Shift and dragging and dropping a call, contact, or extension onto another call.
Note: For other drag-and-drop operations you can perform in ViewPoint, see “Dragging and
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Conferencing Multiple Active Calls Together
Use the following procedure when you have two or more separate existing calls that you want to conference together with yourself. Note that you cannot conference two conference calls together.
To conference separate existing calls together:
1. Select all the calls that you want to conference together. Press Ctrl on your computer keyboard as you select multiple calls.
2. Choose
Actions > Conference
. The selected calls are now conferenced with you.
Ending a Conference Call
A conference call normally ends when all parties hang up at roughly the same time. If you leave the conference call early, by default the conference call continues without you. The other participants can continue to talk, even if you started the conference and your company is paying for the outgoing calls used to create it. To terminate the call, each participant must hang up, or you must disconnect all parties.
Your system may be configured to disconnect the conference when you leave.
Supervising other Users’ Calls
With the proper permissions, you can enter another user’s call as a third party without being invited. This is usually done by a manager to supervise the other user, or by an operator to briefly join someone's call to announce something that needs immediate attention.
You can supervise calls in the following ways:
• Monitor. You can listen to the other user’s call without being heard by the other parties in the call.
• Coach. You can speak to the other user without being heard by other parties in the call. The other user is the only party to hear you. You hear all parties.
• Join. You join the call as a full participant, able to hear and be heard by all parties in the call. Essentially, you create a conference call by inviting yourself in.
Each supervise command is available only if you have permission to use that command and the user is configured to allow being supervised with that command. Talk to your Wave system administrator about whether you can monitor, coach, and join other users’ calls, and which users you can supervise, if any.
Note: When supervising a call with multiple users, all other users in the call must be
configured to allow being supervised with that mode. If even one user already in the call does not permit being supervised, you cannot supervise the call.
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Depending on your system setup, if the person you are supervising leaves the call—for example, transfers it to someone else—you are disconnected.
To supervise another user’s call using ViewPoint:
1. Select one of the following:
• A call in the Call Monitor.
• A user in the Extensions list who is currently on a call.
2. Choose
Actions > Supervise
, and select the supervisor mode you want to use. The option is available only if both you and the other users in the call permit that supervisor mode.
To supervise another user’s call using the telephone:
1. Pick up the phone and enter one of the following commands at the dial tone:
•
*57.
Join.
•
*58.
Coach.
•
*59.
Monitor.
2. Enter the extension of the user whose call you want to monitor, coach, or join, followed by
#
.
3. Press
1
to confirm the extension, or press
* to enter a different extension.
Note: You can enter the complete digit string rapidly without waiting for the prompts.
For example, *58 102# 1 to coach extension 102.
4. Once connected to the call, you can use the following telephone command options:
• To change the supervising mode—for example, from monitoring to coaching—press
Flash
, then enter the code for the new mode.
• To supervise a different user, press
Flash #
to return to the dial tone, then begin again.
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Chapter 7
Managing Voice Messages in ViewPoint
Chapter Contents
About Managing Voice Messages in ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
Listening to Your Voice Messages and Call Recordings. . . . . . . . . . . . . . . . . . . 7-4
Sending a Message Directly to a User’s Voicemail . . . . . . . . . . . . . . . . . . . . . . 7-10
Knowing When You Have New Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-11
About Managing Voice Messages in ViewPoint
You can manage your voice messages and call recordings in the Wave ViewPoint in the same way that you manage e-mail messages in your e-mail program. Your new voice messages or recordings appear in a list in your Inbox folder according to the time and the caller. You can listen to them in any order you want, and you can easily forward them, reply to them, or save them.
For instructions on how to listen to voice messages or recordings using the telephone commands, see the Wave Phone User Guide.
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The Messages Folder
The Messages folder is your complete voice mailbox. It contains your Inbox, Saved, and
Deleted folders, which hold your voice messages as well as any call recordings sent to your mailbox. New messages appear in the Inbox folder. Use the audio controls above the status bar to play your voice messages. When you play a message, the audio bar shows elapsed message playback time in minutes and seconds.
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Voice messages have the following display attributes:
• Bold text indicates a new (Unheard) message.
• FW: in the From column indicates a message that was forwarded to you.
Note: You can view the date on which a forwarded message was created by showing the
Created column in the Messages folder. See “Customizing Columns” on page 12-8.
• RE: in the From column indicates a message that was sent to you in reply to another message.
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Messages Folders
You can store your voice messages in multiple folders. The Messages folder contains three predefined folders:
• The Inbox folder. New voice messages appear here. After you listen to them, they remain here unless you move or delete them.
• The Saved folder. Saved messages appear here. When you save a message by using the telephone commands, it moves to the Saved folder.
• The Deleted folder. When you delete a voice message in ViewPoint, it is moved to the
Deleted folder. Voice messages deleted using the telephone commands do not appear in the
Deleted folder. To empty the Deleted folder, see “Emptying the Deleted Folder” on page 2-18.
Note: The Inbox and Saved folders are the only voice message folders accessible through the
telephone commands. Voice messages in other folders are not accessible using the phone.
Viewing Custom Data
Messages folders contains a Custom Data column that is hidden by default. By showing it you can view all custom data that your office might have associated with the call, for example, customer ID or caller priority. To show columns, choose
View > Current View > Show Columns
.
Archiving Voice Messages and Call Recordings
The system may be set up to periodically archive your older voice messages and call recordings.
If you find that your messages disappear from your voice mailbox, ask your Wave system administrator whether they have been archived. You can access archived messages using the
Wave Archived Recording Browser (see Appendix A).
Managing Thousands of Voice Messages or Call Recordings
If you need to manage thousands or millions of messages or call recordings, you should have your Wave system administrator set up automatic archiving, or manually archive your messages. This eases the performance burden on ViewPoint and the Wave ISM, and you can still use the Archived Recording Browser to quickly review, search, and manage the recordings
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Listening to Your Voice Messages and Call Recordings
To listen to a voice message or call recording, double-click it in any Messages folder. For
instructions on using the audio controls, see “Using the Audio Controls” on page 2-19.
You can play the message or recording either over your computer's speakers or over your telephone. Choose
Tools > Audio Output
to switch audio output from one to the other. You can also use the button on the right side of the status bar.
Note: You can open other ViewPoint folders while a message is playing and the message will
continue to play. The message stops playing, however, if you open a folder with another audio control visible, for example, the Greetings folder.
Listening to a Voice Message as It Is Being Left
To listen to a voice message as the caller is leaving it, without being heard by the caller, see
“Screening a voice message as it is being left” on page 5-6.
Handling Your Voice Messages
You can perform the following tasks on a voice message using a few mouse clicks:
• Forward it to other users
• Reply to one or more users directly with a voice message of your own
• Return the call, if the Caller ID or contact information is available
• Export the voice message as a WAV or MP3 file
• E-mail the voice message as a WAV or MP3 file attachment
• Associate a message with a contact so the caller is recognized
• Add notes to an existing message
• Open the contact record of the contact who left the message
• Send a new voice message to other users
• Delete a voice message
• Mark an existing message Private, Unheard, or Urgent
• Call back the person who left you the message.
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Forwarding a Voice Message
You can forward a voice message, except if it is marked Private, to one or more users. A copy of the message is sent directly to the voicemail of all recipients.
You can also attach a recording of your own at the beginning of the forwarded message. For example, “Bob, this is Jim. I received this message and thought you would want to hear it.” Your recording precedes the forwarded message.
To forward a voice message:
1. In any Messages folder, right-click a voice message that you want to forward and select
Forward
on the shortcut menu. The Forward Message dialog opens.
2. In the
Available Users
list, select the users or groups to whom you want to forward the message. Selecting a group forwards the message to all members of the group. Select multiple items by holding the Ctrl key while you select.
3. Click
Add
to move the selected users/groups to the
Recipients
list.
4. Optionally, record a short message that introduces the message you are forwarding. Use the
audio controls (for detailed instructions, see “Using the Audio Controls” on page 2-19).
5. Click
Send
. A copy of the selected voice message, preceded by your short introductory message, is forwarded to the recipients. When recipients select the message, they can view
(in the
To
field) a list of other users who received the same message. Users can reply to the sender or to all recipients.
Replying to a Voice Message
Replying to a voice message lets you send a recorded reply directly to the voicemail of the user who sent you the message. You can send the reply to other users as well. Select the message and choose
Actions > Reply.
Then perform steps 3-5 of “To forward a voice message:” in the
previous section.
You can reply in this way only to a message left by another Wave user. You cannot send a message in reply to a message left by an external caller.
Note: Replying to a message sends a new message to another user's voicemail. To call back
the person who left you the voice message, choose Actions > Place Call instead (see the next section).
To reply to all recipients of a message:
1. Select the message.
2. Click
Actions > Reply to all
.
The recipients are listed in the Recipients pane of the Reply to Message dialog.
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Calling Back the Person Who Left a Voice Message
You can call back the person who left you a voice message by using the Wave
Place Call
or the
Speed Dial
command.
Place Call
lets you choose the number to call if several numbers are available.
Speed Dial
returns the call to the default number.
Note: On messages from unidentified callers, Wave places a call to the phone number from
which the message originated. If the message was left by someone calling from an office (PBX) extension, you might not be able to connect to the correct party.
To call a person back:
1. Select the voice message left by the person you want to call back.
2. On the
Actions
menu, choose
Place Call
or
Speed Dial
.
E-mailing a Voice Message
You can e-mail a voice message as a WAV or MP3 file attachment to someone who is outside the Wave system.
To e-mail a voice message, you must have an e-mail reader that supports MAPI installed on your computer, such as Microsoft Outlook or Eudora Pro.
To e-mail a voice message:
1. Select the message you want to send by e-mail.
2. Choose
File > Send To
, and select the desired format for the
Mail Recipient
. Your MAPI mail ViewPoint Send dialog opens with the message attached.
3. Address and send the e-mail as you normally would.
Opening the Contact Record from a Voice Message
If a voice message was left by an identified contact (see Chapter 10), you can open the contact
record to view or change information about the contact. To do so, choose
Actions > Open
Contact
.
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Deleting Voice Messages
By default, messages in the Deleted folder that are older than three days are permanently
removed from Wave. For information about how to change the default, see “Emptying the
To move a voice message to the Deleted folder:
1. Select the message.
2. Choose
Edit > Delete
. The message is moved to the Deleted folder. You can still play it or retrieve it if necessary.
Deleting a Message Permanently
To delete a message permanently, hold down the Shift key while you choose the Delete command. A message is also deleted permanently when you delete it from the Deleted folder or
empty the Deleted folder. See “Managing the Deleted Folder” on page 2-18.
Associating a Voice Message from “Unknown” with a Contact
A voice message that appears from “Unknown,” means that Wave could not identify the caller as a Wave contact or user (Caller ID, if present, is still shown in the
Number
column). You can associate the message with a contact, so that the correct name appears in the Call Monitor and so that Wave identifies the contact on subsequent calls from that phone.
See “Associating a Call or Caller ID Number with a Contact” on page 10-9 for complete
instructions.
Marking a Voice Message Unheard
To mark an old (heard) voice message as new (Unheard), select the message and then choose
Actions > Mark As Unheard
.
Marking a Voice Message Urgent or Private
You can mark a voice message Urgent, Private, or both. Private messages cannot be forwarded, and users who share your mailbox cannot play them, reply to them, or call back the sender.
The icons in the columns to the right of the envelope icon show whether a message is Urgent
or Private .
• To mark a voice message Urgent, select the message and choose
Actions > Urgent
. Select the command again to remove its Urgent status.
• To mark a voice message Private, select the message and choose
Actions > Mark As Private
.
After a message is marked Private, it cannot be made not Private again.
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Adding Notes to a Voice Message
To add written notes to a voice message, click the message and type your notes in the Notes Pane at the bottom of the Messages folder. Notes that you enter during a recorded call are automatically saved with the recording in your Inbox.
Any notes on a message accompany that message if it is forwarded to other users.
Hiding and showing notes
To hide or display the Notes Pane, choose
View > Notes Pane
. To hide the Notes column, see
“Showing and Hiding Columns” on page 12-8.
Managing Call Recordings
The following types of call recordings can appear in your Inbox:
• Recordings that you made yourself using the Call Monitor (see “Recording a Call” on page 5-10).
• Recordings made automatically by the system. Usually such recordings are sent to the voice mailbox of a Wave system administrator. If you are receiving such recordings in error, speak to your Wave system administrator.
You can listen to a call recording by double-clicking it, just as you listen to a voice message.
Any command you can use on a voice message you can also use on a call recording.
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Managing Your Voicemail Maximums
Your voice mailbox has a limited amount of disk space (in minutes) to store your voice messages. In addition, your mailbox has a maximum length for any individual message (by default 180 seconds, or three minutes). You can change your maximum message length in
Tools > Options > Voice Messages, but check with your Wave system administrator before increasing it.
If you log on to Wave by using the telephone commands and your mailbox is nearly full, Wave prompts you to empty your Deleted folder.
Setting a Maximum Length for Your Voice Messages
You can set a maximum length for voice messages. If a message exceeds the time limit, Wave sends the message. The default maximum is 180 seconds (three minutes). The highest maximum you can set is 300 seconds (5 minutes), unless your administrator changes the limit.
Note: Call recordings are not limited by message length, only by the size of your mailbox.
To set the maximum length for voice messages
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Voice Messages tab.
3. In the
Maximum message length
field, enter a number of seconds.
4. Click
OK
.
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Sending a Message Directly to a User’s Voicemail
You can record a message and send it directly to the voicemail of one or more Wave users.
1. Choose
File > New > Voice Message
. The New Message window opens.
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2. Click the recipients who you want receive the message in the
Available Users
list. Hold down the Ctrl key as you click to select multiple users. If you select a Group, the message is sent to every user within the Group.
3. Click
Add
to move the selected users to the
Recipients
list.
4. Use the audio controls to record the message. For instructions, see “Using the Audio
5. Select any of the following options:
•
Private. The voice message is marked Private and cannot be shared by the recipients.
•
Urgent. The voice message is marked Urgent.
6. In
Notes
, type any notes that you want to accompany the message. The notes appear in the
Notes column of the recipients’ Messages folders.
7. Click
Send
to send the message.
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Knowing When You Have New Messages
New voice messages appear in the Inbox folder soon after they are left. Wave indicates new voice messages in the following ways:
• Number in navigation pane
• Stutter dial tone
• Message-waiting light (if supported by your phone)
• Sound played
• E-mail, pager, and call notifications
Number in Navigation Pane
ViewPoint’s navigation pane displays the number of new messages in two places: next to
Inbox
in the navigation bar, and next to the specific folder
(for example, Messages) in the Favorite Folders list.
Stutter Dial Tone
A dial tone that begins with a stutter when you pick up the phone indicates that you have Unheard voice messages.
Message Waiting Light
If your phone has a message waiting light that Wave supports, you can have it flash to indicate new voice messages.
Sound Played
You can have Wave play a sound whenever a new voice message arrives.
Choose
Tools > Options
, click the Voice Messages tab, and check
Play a sound when a new message arrives
.
E-mail, Pager, and Call Notifications
Wave can alert you by e-mail, page, or telephone call whenever you receive a new voice message. This feature is handy if you are working at a remote location without ViewPoint. You can then call your office and hear your messages. Your Wave system administrator can set up e-mail, pager, and call notification for you.
You can receive notification for all voice messages, or for urgent messages only. You can also
Note the following:
• For e-mail notification to work properly, the Wave ISM must be configured correctly. See your Wave system administrator if you encounter any problems.
• Notification is sent only for new voice messages, not new call recordings.
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Setting Up E-mail Notification
E-mail notification messages include the caller's name (if available), the phone number at which the call originated, the extension at which the message was left, the message length, and any notes associated with the message. You can even have Wave attach the voice message itself to the e-mail as an audio file so that you can play it wherever you are.
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Voice Messages \ E-Mail Notification tab.
3. Select one of the following notification options on the dropdown list:
•
Do not send e-mail notifications. You do not receive e-mail notification of new
voice messages.
•
Send e-mail for all messages. You receive an e-mail notification whenever you
receive a new voice message.
•
Send e-mail for Urgent messages only. You receive an e-mail notification whenever
you receive a voice message marked Urgent.
4. In the
E-mail address(es)
field, type one or more e-mail addresses to which you want Wave to send notifications. Separate addresses by semicolons.
5. To instruct Wave whether to attach the voice message to the e-mail as a WAV file, select one of the following options on the dropdown list:
•
Do not attach voice message. Messages are not attached to the e-mail.
•
Attach voice message. Messages are attached to the e-mail and also appear in the
Inbox folder marked as new (Unheard).
•
Attach voice message and mark as heard. Messages are attached to the e-mail and
appear in the Inbox folder marked as old (heard).
•
Attach voice message and delete from Inbox. Messages are attached to the e-mail
and are moved to the Deleted folder.
6. Click
OK
.
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Setting Up Pager Notification
Pager notifications can include the Caller ID of the voice message, the Wave extension that the caller dialed, and the length of the voice message.
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Voice Messages \ Pager Notification tab.
3. Select one of the following notification options on the dropdown list:
•
Do not send pager notifications. You do not receive pager notification of new voice
messages.
•
Send a page for all messages. You receive a page whenever you receive a new voice
message.
•
Send a page for Urgent messages only. You receive a page whenever you receive a
voice message marked Urgent.
4. In the
Dial Sequence
field, enter the dial string for your pager, including the phone number of the paging service and your pager's PIN, if required. The dial string can contain any touch tone digit (0-9, *, #). You can enter commas to indicate 2-second pauses in the dial sequence.
You can also use the following special characters to add information to the page:
• I or i sends the Caller ID number (for an external call) or Wave extension (for an internal call).
• E or e sends the Wave extension that the caller dialed.
• L or l sends the length of the voice message in seconds.
For example, the dial sequence 18007771000,,,1245983#E causes Wave to dial your paging service, pause for 6 seconds, enter your pager’s PIN (1245983) followed by # to indicate end-of-PIN, enter your extension (the extension at which the voice message was left), and then hang up. Your pager would display only the extension, 103 for example.
5. Click
OK
.
Note:
• If you receive only the last portion of the pager data that you specify, you may not have placed enough pauses between the pager number to be dialed and the information to send. If this problem occurs, add more commas to the Dial Sequence field.
• Do not enter multiple stars (*) in a row in the pager string. Use only one star to send a dash. Multiple consecutive stars can terminate the page message.
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Setting Up Call Notifications
Wave places notification calls to the number of your choice. The notification call says, “<voice title> has a new voice message from <caller’s voice title if available>. Press # to hear your message.” By pressing #, you can log onto the account and hear the new message, and even press
4 3
to call the person back.
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Voice Messages \ Call Notification tab.
3. Select one of the following notification options from the dropdown list:
•
Do not place call notifications. Calls are not placed for new voice messages.
•
Place call for all messages. A call is placed whenever a new voice message arrives.
•
Place call for urgent messages only. A call is placed whenever a voice message
marked urgent arrives.
4. Enter the phone number to which notification calls are placed in the
Number
field. You can also click to open the Notify Me via Call dialog box, where you can select the number
to call (see “Using the Place Call to Dialog” on page 6-3).
5. Click
OK
.
Note: You can enter or change the phone number to which notification calls are sent using the
telephone commands. To do so, log on and press 6 4. By logging on from a remote phone, you can have call notifications sent to wherever you are.
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Scheduling Notifications
If you do not want to receive notifications 24 hours a day, 7 days a week, you can schedule notifications to occur at specific times only. For example, you can have Wave send notifications only during business hours or after business hours on work days. You can also set up custom hours. You can create different schedules for e-mail, pager, and call notification.
Note: Notifications are never queued for later delivery. When you use a schedule, voice
messages that arrive during an unscheduled time do not produce notifications at all.
To schedule notifications
1. Choose
Tools > Options
. The Options dialog box opens.
2. Under Voice Messages, choose the notification tab for the type of notification that you want to schedule.
3. Click
Schedule
. The Schedule Notifications dialog box opens.
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4. Click
Only send a notification duting the following times.
Then click
Add
. The During
Dates and Times Wizard opens.
5. To base the notification times on your system’s business hours, click one of the options in the top group. Click the link to view your system’s schedule for business hours and holidays. After making your selection, click
Finish
.
To base notification times on another schedule, click
During custom hours
, then click
Next
. See the next section, “Specifying Custom Hours.”
Check
Enable this schedule action
to make this schedule action active. Unchecking it means that notifications will not be sent during the time frame specified in this schedule action.
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Specifying Custom Hours
1. If you selected
During custom hours
as your schedule action, click
Next
on the During
Dates and Times page to open the next Wizard page, where you can specify when the notification activates.
To have the notification activate on a daily or weekly basis
1. On the Weekly tab, check the days on which you the call rule to activate. The notification will activate every week on that day during the times specified.
2. To edit the active hours for a day, click the button for that day. You can also type in the hours using hyphens for a range and commas to separate multiple ranges. For example:
9:00 AM - 12:00 PM, 1:00 PM - 5:00 PM.
3. Click
Finish
.
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To have the notification activate on one or more individual dates
1. Click the On a Specific Date and Time tab.
2. Enter or select a
Date
from the drop-down calendar control to specify when the notification will be active.
3. To edit the active hours for that date, click . You can also type in the hours using hyphens for a range and commas to separate multiple ranges. For example: 9:00 AM -
12:00 PM, 1:00 PM - 5:00 PM.
4. Click
Add
to add that date, with its selected hours, to the Dates and Times list.
5. Repeat steps 2 through 4 to add other dates to the Dates and Times list, if needed. The
notification will activate on each date/time specified in the Dates and Times list.
6. To remove a date from the Dates and Times list, click it and click
Remove
.
7. Click
Finish
when done.
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Managing Voicemail Greetings
Greetings are recorded messages that callers hear when they reach your voicemail. For example,
“This is Steve. I’m not at my desk at the moment, but leave me a message and I’ll get back to you soon.”
With Wave you can record and store multiple greetings and specify when you want Wave to use each one. For example, you can have a normal greeting for everyday use, another greeting for extended absences, and a third greeting for vacations. You can also create and use custom
greetings for individual callers (see Chapter 11).
Space for greetings
You have a limited amount of disk space for greeting and voice title recordings. See your Wave system administrator to find out how much space has been allocated to you and how much you have used.
The Greetings Folder
The Greetings folder lets you view and manage your greetings. To open the Greetings folder, click
Configuration
in the navigation bar, and then click Greetings.
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The Greetings folder contains three sections:
• The Greetings list. Your existing greetings appear here.
• The Notes Pane. This pane displays the contents of the greeting. To hide or show the Notes
Pane, choose
View > Notes Pane
.
• The audio controls. Use these controls to record a new greeting, import a greeting from
disk, or rerecord a selected greeting. See “Using the Audio Controls” on page 2-19.
The active greeting
The active greeting is the greeting that Wave plays by default when callers reach your voicemail.
Only one greeting at a time can be the active greeting.
Greeting Hierarchy
A routing list, a call rule, and your active greeting can all specify a different greeting to play when the caller reaches the final action of your routing list (usually the final action is your voicemail). In cases of conflict, Wave uses the following rules:
• If the routing list being followed specifies a greeting, that greeting plays, overriding all other settings.
• If the routing list does not specify a greeting, then Wave uses the standard hierarchy for active settings.
Recording a New Greeting
1. Choose
File > New > Greeting
. The Greeting dialog opens.
2. Enter a
Name
for the greeting.
3. In the
Contents
field, enter a description of the greeting. This description can be the text of the statements used in the greeting.
4. Record the greeting by using the audio controls. See “Using the Audio Controls” on page 2-19.
5. Click
OK
.
To rerecord or edit an existing greeting, double-click the greeting in the Greetings folder and edit the greeting by using the audio controls.
E-mailing a Greeting
You can e-mail a greeting as a WAV file attachment.
1. Select the greeting that you want to e-mail.
2. Choose
File > Send To
, and select the desired format for the
Mail Recipient
. Your MAPI mail ViewPoint Send dialog opens with the message attached.
3. Address and send the e-mail as you normally would.
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Chapter 8
Using the Call Log Folder
Chapter Contents
Associating a Call from “Unknown” with a Contact . . . . . . . . . . . . . . . . . . . . . . . 8-5
Entering an Account Code for a Call Log Entry. . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Opening the Contact Record from a Contact’s Call. . . . . . . . . . . . . . . . . . . . . . . 8-5
The Call Log Folder
The Call Log folder contains a record of all incoming and outgoing phone calls associated with your extension. Internal calls (calls between Wave users) may or may not be logged, depending on how your Wave system administrator set up the system.To open the Call Log folder, click its entry in the navigation bar.
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Call Log Folder Filters
The Call Log folder toolbar contains the following drop-down lists that enable you to view only the calls you want.
Use either or both of the following:
• Time filter. View the most recent calls according to the time frame you select. The time frame begins at midnight for the range selected; for example, “1 day” shows calls since midnight of the current day, and “1 month” shows calls since midnight of this date last month.
• Inbound/outbound filter. View only inbound calls, only outbound calls, or both.
Call Log Folder Columns
Press F1 to see a description of the columns available in the Call Log. Many columns are hidden by default.
You can view more information for a call in the following ways:
• Double-click a call to view it in the Call Details dialog, in which more columns are displayed. See the next section.
• Add more columns to the Call Log folder itself. See “Customizing Columns” on page 12-8.
Viewing Call Details
You can view more information about your calls by double-clicking a call in the Call Log folder.
The Call Details dialog opens.
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The Call Details dialog displays a separate line for each party in the call.
Note: The Call Details dialog shows current information about the parties in the call, while the
Call Log folder shows the information as it was at the time of the call. Therefore the two can sometimes be different, for example, if the call was from a contact and you changed the contact’s name since the time of the call.
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Name
Start Time
End Time
Duration
Answered Time
Answered By
Account Code
Number
Number Type
Call Details Columns
Column
Access Code
DID
Description
Indicates the incoming and outgoing components of the call, respectively.
Name of the parties in the call. On incoming calls,
“Unknown” appears unless the user identified the caller as a contact. On outgoing calls, the user’s name appears.
Date and time that each party began participating in the call.
Date and time that each party left the call.
Duration of the call.
Date and time that the call was answered.
Name of the users for whom this was an incoming call.
Account code associated with the call, if any. See “Entering an
Account Code for a Call Log Entry” on page 8-5.
On incoming lines, Caller ID name and number, if available.
On outgoing lines, the number dialed. On a call to or from another Wave user, this field contains <NA>.
The type of number displayed in the Number column. Types are:
Phone: External phone number
Internet: Internet or IP network address
Extension: Internal extension
On outgoing calls and incoming calls over an IP gateway, the access code of the dialing service used to place the call.
On incoming lines, your Direct Inward Dial number if the caller used it to call you. DID is not applicable for outgoing lines.
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Call Details Columns
(continued)
Column Description
Device
Dial String
On incoming lines, the trunk or station number at which the call was placed. On outgoing lines, your station number.
Digits that Wave actually dialed over the trunk, which can be different than the digits Wave displays in a contact's phone number. For example, a dial string can contain an international or long-distance access code, least-cost routing information, or dialing prefix or suffix.
Left Message
Result
A check in this field indicates that the caller left a voice message.
How the call ended. The possible outcomes are:
Custom Data
Abandoned: The caller hung up before the call was answered.
Connected: The call was answered.
To voicemail: The call was sent to voicemail.
Blind Transfer: A blind transfer sent the call to another extension.
Supervised Transfer: A supervised transfer sent the call to another extension.
Unknown: Wave was unable to identify the outcome of the call.
Login: The user logged in to Wave at a remote phone.
Custom data, if any, associated with the call. Custom data can be collected by IVR Plug-ins or contact center queues that prompt the caller for information.
Taking Notes on a Call Log Entry
By clicking
Notes
in the bottom pane, you can take notes on a Call Log entry. Notes can help identify a call in the list or summarize important information about a call.
To take notes on a Call Log entry, select the entry, click in the Notes Pane, and then type your notes. When you are done, you can press Enter or click your mouse anywhere. The notes you just created appear in the Notes column for that Call Log entry.
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Associating a Call from “Unknown” with a Contact
When a Call Log entry appears from “Unknown,” it means that Wave was unable to identify the caller as a Wave contact or user. You can associate the call with a contact, so that the correct name displays and Wave identifies the contact on subsequent calls from that phone.
See “Associating a Call or Caller ID Number with a Contact” on page 10-9 for complete
instructions.
Returning a Call in the Call Log Folder
1. Select the call in the Call Log folder that you want to return.
2. On the
Actions
menu, choose one of the following:
•
Place Call.
This command lets you choose the number to dial from a submenu. If the caller is a contact, you can choose the phone number to call from the list of the contact’s phone numbers. You can also choose to call by using the Caller ID number of the call.
•
Speed Dial.
This command places a call immediately to a user’s extension, a contact’s default number, or an unknown caller’s Caller ID number. You can also choose Speed
Dial by double-clicking the call.
3. Click
OK
. Wave dials the number.
Entering an Account Code for a Call Log Entry
You can enter an account code or change the one already entered for a call in the Call Log. You must have permission to view and edit the Call Log to enter or change account codes.
1. Select the call, and then choose
Actions > Enter
Account Code
.
2. Enter an account code. You can enter numbers, letters, or other characters.
3. Click
OK
.
You can also enter an account code during a call using ViewPoint (see “Entering an Account
Code for a Call” on page 5-12) or the telephone commands.
Opening the Contact Record from a Contact’s Call
If a call was identified as being from a contact, you can open the contact’s record to view or change information about that contact. To do so, select the call and choose
Actions > Open
Contact
.
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Chapter 9
Call Forwarding and Routing Lists
Chapter Contents
About Call Forwarding and Routing Lists
Vertical Wave provides two ways of receiving your calls at a phone other than your own, ensuring that you do not miss important calls when you are away from your desk:
• Call forwarding. Your incoming calls ring at another phone. You can use another extension or an external number (for example, your home phone number). Click
Tools > Call
Forwarding
to forward your calls to another number (see “Forwarding Calls” on page 9-2).
• Routing lists. Your incoming calls try a series of phone numbers until you answer at one of them. You can also specify how your calls are handled when you are on the phone or do not
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Forwarding Calls
To turn call forwarding on:
1. Choose
Tools > Call Forwarding
. The Call Forwarding dialog opens.
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2. Click
On
.
3. Enter or select the number to dial in one of the following ways:
• Enter the number to which calls are forwarded in the
Name/Number
field. You can also type the name of a contact or user.
• Click
Extensions
and select an extension on the list. You can also select an auto attendant, IVR Plug-in, or Group.
• Click
Contacts
and select a contact on the list. The contact’s default phone number appears in the drop-down list below the main list. If the contact has more than one phone number associated with it, you can select a different number on the drop-down list.
• To create a new contact, click to open a new Contact dialog. To edit the currently selected contact, press Alt and click
. See “Entering a New Contact” on page 10-3
for more information.
• To forward your calls to one of your own phone numbers, such as your home or mobile phone, click
My Numbers
and select it on the list. To edit your My Numbers list, click
. See “Entering My Numbers” on page 6-4.
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4. To enter an account code that will automatically be associated with all calls forwarded to this number, type a vertical bar character (|) after the number, followed by the account code.
At this point most users can click
OK
to complete call forwarding. The following step is for advanced Wave users.
5. To set other call forwarding options, click the Advanced tab.
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You can set any of the following options:
•
Prompt recipient to accept or decline call.
If checked, when you pick up the phone at an external number, Wave announces the caller (“Call from”) and intended recipient
(“Call for”) and asks you to accept or decline the call. Unaccepted calls proceed to the next action in your routing list, usually your voicemail.
You can use this checkbox to have all your unanswered calls go to your Wave voicemail, rather than voicemail at your forwarded number(s).
The call announcing prompt loops, so you might not hear it from the beginning when you pick up the phone. Press any key on your phone other than 1 or 2 to start the prompt at the beginning.
This option is used only when forwarding calls to an external number. When forwarding to an internal extension, your normal call announcing settings are used.
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•
Prompt recipient for password.
If checked, the person who picks up the phone hears,
“Call for <your voice title>. Please connect me.” To be connected to the caller, you must enter your Wave password. Entering a password ensures that only you can receive your forwarded calls. This is useful when forwarding calls to a hotel or a company with an operator.
This option works only when calls are forwarded to an external number and when you have a voice title for yourself recorded. If you have not recorded a voice title,
Wave ignores your selection of this option. For more about recording your voice title, see the Wave Phone User Guide.
•
Wait for answer.
Enter the length of time in seconds that you want a call to ring the forwarding number before going to proceeding to the next action on your routing list
(usually your voicemail). If you are using the option
Prompt recipient for password
(described below)or
Prompt recipient to accept or decline call
(described later in this step), you should enter at least 30 seconds. If you enter less time, the call might be sent to your voicemail before you finish listening and responding to the prompts.
6. Click
OK
.
Turning Forwarding On and Off via the FWD Button
When your calls are forwarded, the FWD button in the status bar appears with an active forwarding icon . Click the button to open the Call Forwarding dialog to turn call forwarding on or off or make other changes. Click the down arrow on the FWD button to turn call forwarding off, or choose a different forwarding number.
Call Forwarding and Voicemail
If no one answers at your call forwarding location, the call is sent to your voicemail (unless you have specified a different behavior using a routing list or call rule.
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Using Routing Lists
A routing list is a series of phone numbers that Wave dials when calls for you arrive. If you do not answer at one location, Wave proceeds to the next. For example, you can set up a routing list that tries you at your desk, then at your home, and finally at your mobile phone.
A routing list also contains a final action that determines what happens if no one answers.
Usually the caller is sent to your voicemail, but you can specify other final actions. For example, you can transfer calls to another extension, put callers on hold and try the series of numbers again, or hang up. You can specify a different final action for when you’re on the phone vs. when you’re away from your desk. For example, if your phone is busy you can play a voicemail greeting such as "I'm sorry I'm on the phone, please leave a message and I'll return your call as soon as possible."
You can create as many routing lists as you want and make any one of them the active routing list at any time.
Important: To use a routing list with multiple numbers, you must check
Prompt recipient to accept or decline call
in your call forwarding setup (
Tools > Call Forwarding
, Advanced tab). If this is unchecked, calls that are unanswered at the first routing list step will be “answered” by voicemail, and will not proceed further.
Routing Lists for Individual Callers
By using call rules, you can have Wave use a specific routing list for a specific caller or group of callers. For example, you can have a routing list for important customers that includes trying your mobile phone and another routing list for everyone else that only rings your extension. See
Chapter 11 for more information.
How Routing Lists Move from Action to Action
A routing list tries calling the next phone number in the series after it rings unanswered for a number of seconds that you specify.
You can also have Wave prompt the recipient to accept or decline the call. In that case, the routing list moves on unless someone presses
1
to accept the call. You can choose to prompt the
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Caller Options while Following a Routing List
When a routing list moves to the next action, Wave can alert the caller and offer the following choices:
• Press 1 or stay on the line to try the next number.
• Press 2 to leave a voice message.
• Press 3 to return to the auto attendant.
• Press 0 to transfer to the Operator. If you have defined a personal Operator, the call is transferred to that extension. If you have not defined a personal Operator, the call is transferred to your office’s Operator extension.
You can specify whether Wave offers these choices for each action in the routing list. See
“Creating a Routing List Using the Editor” on page 9-9.
The Routing Lists Folder
The Routing Lists folder lets you view and manage your routing lists.
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The Standard Routing List
The Standard routing list is the default routing list that is built into Wave. It consists of one action: trying you at your Preferred
Location. (See “Call Forwarding and Routing Lists” on page
9-1.) If you are busy or do not answer, the routing list sends the caller to voicemail.
You cannot edit the Standard routing list. To have calls follow a different route, you must create a new routing list and make it the active routing list.
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The Active Routing List
The active routing list is the routing list that all incoming calls follow. Calls can follow another
routing list if you have created call rules for them (see Chapter 11). Only one routing list at a
time can be the active routing list. The active routing list is marked by bold text and .
You cannot delete the active routing list.
To make a routing list the active routing list:
1. Right-click the routing list that you want to make the active routing list.
2. Choose
Actions > Set as Default and Active
.
Using the Wizard or the Editor
When you create a new routing list, Wave offers two ways of proceeding:
• The Routing List Wizard. For new users. The Wizard provides a simple interface to guide you through the creation process.
• The Routing List Editor. For advanced users. The editor gives you access to the full range of routing list editing options.
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Note: To skip this prompt when creating subsequent routing lists, check
Do not prompt me again
. Whichever choice you make will automatically occur for subsequent routing lists. To later change the choice or reactivate the prompt, choose
Tools > Options
, go to the ViewPoint tab, and change the
New routing lists
field.
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Creating a Routing List Using the Wizard
Choose
File > New > Routing List
. If prompted to choose between the Wizard and the Editor, choose
Routing List Wizard
.
Follow the on-screen prompts to create the type of routing list you want. For each Wizard page, you can press F1 for online Help.
Note: When you create a routing list using the Wizard that routes calls to an external number,
the routing list uses the advanced settings (Prompt recipient for password, Prompt recipient to accept or decline call, Wait for answer) that you have specified for call forwarding. See
“Forwarding Calls” on page 9-2.
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Creating a Routing List Using the Editor
1. Choose
File > New > Routing List
. If prompted to choose between the Wizard and the
Editor , choose
Routing List Editor
. The Routing List dialog box opens.
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The Actions tab shows the actions of your routing list in the order that they will be performed. You can reorder the actions by dragging-and-dropping or clicking the arrow buttons.
2. Enter a name for the routing list in the
Name
field.
3. To make this routing list the personal status default, check
Use this routing list as the default for incoming calls
.
4. Click
New Action
to add a routing list action. The Routing List Action dialog box opens.
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5. From the drop-down list, choose one of the following actions. The other elements in the dialog box change depending on your selection.
•
Call Preferred Location.
This action sends calls to your Preferred Location phone,
which is your station unless you have changed it (see “Call Forwarding and Routing
Lists” on page 9-1). Specify the length of time the phone should ring in the
Ring this phone for __ seconds
field.
•
Call Another Location.
This action directs calls to the internal or external number that you specify. You can specify an internal number by entering the extension or the
Wave user’s name. Click Browse to open the Place Call To dialog box for assistance in selecting the call destination. For information about using this dialog box, see
Specify the length of time the phone should ring in the
Ring duration
field.
Calls routed to another extension do not follow call forwarding or routing lists in effect at that extension. To send calls to another extension so that they follow that extension’s forwarding or routing list, use a final action of
Transfer To extension
.
•
Call Group.
This action directs calls to one or all members of a Group. For instructions on selecting a
Method
, see “Routing Calls to Groups” on page 9-14.
Specify the length of time the phone or phones should ring in the
Ring duration
field.
•
Play Greeting.
This action does not ring a phone, but instead plays the caller the greeting that you select on the
Greeting
dropdown list. You can also play a greeting as part of each action and before the final action. To record a new greeting from this dialog box, click
. See “Recording a new greeting” on page 7-20.
While any greeting is playing, the caller can press 0 to transfer to the Operator or 1 to leave a voice message. You might want your greeting to mention these options.
6. Click the Advanced tab to set additional options relating to the chosen action. See the next
section, “Using the Advanced Tab.”
7. Click
OK
to add this action to your routing list. The Routing List Action dialog box closes, and the new action appears on the Actions tab of the Routing List dialog box.
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Using the Advanced Tab
Click the Advanced tab of the Routing List Action dialog box to set additional options related to the action you’ve chosen. Depending on the action selected, not all of the following options may appear:
•
Ring this number for __ seconds.
Enter the length of time in seconds that you want a call to ring the number before proceeding to the next action on your routing list.
•
Prompt recipient to accept or decline call.
Wave announces the caller (“Call from”) and the intended recipient (“Call for”), and offers the option to accept or decline the call. Declined calls proceed to the next routing list action.
With this option checked, the call will not be connected unless someone presses
1
to accept it. For this reason, leave the field unchecked when routing to a pager.
•
Prompt recipient for password.
The person who answers the phone hears, “Call for <your voice title>. Please connect me.” To be connected to the caller, you must enter your Wave password. Using this option ensures that only you can receive your calls at the external phone number.
•
Prompt caller before trying this action
, Check to play the caller a message before the routing list tries this action. Select the message from the dropdown list. You can select one of your greetings or
System menu to try the next location
, which says “There was no answer at that location. To try the next location, press 1. To leave a message, press 2. To return to the main menu, press 3.” Click to create a new greeting.
Handling Calls Differently if You Do Not Answer or Are Busy
When you have finished creating the routing list’s actions, click the If not answered or busy tab of the Routing List dialog box, to set the routing list’s final action. Final actions are performed on calls that are still unanswered after trying all the actions.
Note: To specify different final actions for busy and no-answer states, see the next section,
“Handling Busy Station Calls Differently than Calls Not Answered.”
To specify a final action, make the following choices:
•
Play Greeting.
Check to play a greeting before the final action, then choose the greeting from the dropdown list. For information about the System hold greeting, see the
Pause and repeat
final action in the following list.
Important: Under most circumstances you should select this check box and select
Active
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•
Action.
Select the final action from the dropdown list. The following table describes the possible final actions.
List of Actions
Final Action
Take a message.
Hang up.
Prompt to hang up.
Transfer to extension.
Transfer to external number.
Transfer to other voicemail.
Pause and repeat.
Description
The call is sent to your voicemail.
The call is disconnected.
Internal callers are disconnected. External callers are prompted to choose to end the call or to stay on the line for more options. Callers who want more options are transferred back to your company’s auto attendant if one exists.
The call is transferred to an extension that you select on the
Extension
dropdown list, for example, an operator, a coworker who handles your calls, or an auto attendant. The transferred call is treated as a new call to that extension. If no one answers at that extension, the call follows that extension's routing list.
The call is tranferred to the external number that you enter in the
Number
field.
The call is sent directly to another extension’s voicemail. Select an extension from the
Mailbox
dropdown list.
The caller holds for the number of seconds you define in the
Pause duration
field, and then begins the routing list again. During the pause, callers can press
0
for the operator or
1
to leave a voice message. The greeting you choose can mention these options.
The special prerecorded greeting called the
System Hold Greeting says, “The person you are calling is unavailable. To hold, please stay on the line. To leave a message, press 1.” It does not mention the option to press 0 for the operator.
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Handling Busy Station Calls Differently than Calls Not Answered
You can optionally specify two final actions—one for situations when your station is busy, one for situations when each action rings and goes unanswered. This allows you to handle calls differently when you’re on a call vs. when you’re away from your phone(s). For example, you can have a special greeting that plays when you’re on a call, that says, "I'm on the phone right now, please leave a message.”
To use this feature, check
Handle busy calls differently
, and specify a final action for when your line is busy. See the next section for additional information. If unchecked, the one final action is used in both situations.
Note: Wave can detect a routing list action as “busy” only when it is a Wave station. External
numbers and Groups cannot trigger the “busy” final action.
Using “Handle Busy Calls Differently”
When you check
Handle busy calls differently
, the action you pick behaves differently from a normal final action. As soon as the routing list encounters a busy station, the final action triggers, skipping any subsequent actions. For example, if you have one action that tries your office station and a second that tries your cell phone, with
Handle busy calls differently
set to
“Take a message,” and a call comes in while your station is busy, the call is sent to your voicemail without trying your cell phone.
Note: If while you are on the phone you receive an incoming call on an available line
appearance (for example, with call waiting or on a digital phone with multiple primary line appearances), the call goes to the "Final action if the station is busy" after the ring duration expires for your phone.
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Routing Calls to Groups
A routing list action can send a call to Group by using the action
Call Group
. The first person in the Group to answer the call is connected to the caller.
See “Creating a Group” on page 10-16 for instructions on creating a Group.
When a routing list calls a Group, the only numbers called are contacts’ default numbers and users’ extensions. Note that users’ call forwarding is not followed. If you want to call a group that includes two numbers from one person (for instance, your desk phone and cell phone), you must define them as two members (for example, yourself as a user and a contact containing your cell phone).
To route calls to a Group as an action in an existing routing list
1. Double-click the routing list in the Routing Lists folder. The Routing List dialog box for that routing list opens.
2. Click
Add
. The Routing List Action dialog box opens.
3. In the
Action
field, select
Call a Group
.
4. Select a
Group
or click to create a new Group.
Note: Your system administrator may have defined a limit to the number of contacts in
a group that’s called by a routing list. If you are unable to select a large group, talk to your system administrator.
5. Under
Method
, choose one of the following ways to ring the Group’s phones:
•
Sequentially from the top down.
The call tries each user or contact in the Group in order until it is answered, starting with the first.
•
Individually in a round robin.
The call tries each user or contact in the Group in order until it is answered, starting with the next member in line after the one who answered the preceding call.
•
Simultaneously.
The default numbers or Preferred Locations of all users and contacts in the Group ring simultaneously, and the call goes to the first who accepts it.
6. In the
Ring duration
field, specify the length of time each Group phone should ring before the call tries the next phone in the Group.
7. For any external numbers in the Group, you can choose
Prompt recipient for password
.
When calling a Group,
Prompt recipient to accept or decline call
is automatically selected.
8. To play callers a message before they are routed to the Group, check
Prompt caller before trying this action
, and select the message on the
Prompt
dropdown list.
9. Click
OK
. You return to the Routing List dialog box, in which the new routing list action appears in the
Actions
list.
10. Use the arrows next to the
Actions
list to reorder any actions in the routing list and then click
OK
.
Note: When routing calls to a Group, you also can use the
Pause and repeat
final action. This action keeps callers on hold until a member of the Group answers the call. Calls are answered in the order of longest hold time, or “first in, first out” (FIFO).
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Using Greetings with Routing List Final Actions
For most routing lists, you should check
Play greeting
before the final action and select
Active
.
This ensures that callers who reach the routing list’s final action (for example, your voicemail) hear a greeting. It also allows the greeting to change based on your other settings. For example,
you can use a call rule to play a different greeting when your friend Jim calls (see Chapter 11),
or have a different greeting play when you select the personal status On Vacation.
If you select a specific greeting under
Play greeting
, that greeting overrides the active greeting and plays to all callers who reach the final action of the routing list, even if a different greeting is specified in a call rule or personal status.
If you clear the
Play greeting
checkbox, no greeting plays to callers who reach the final action of this routing list, even if a greeting is specified in a call rule or personal status. If the final action is Take a Message, callers who reach your voicemail hear only the beep that signals that recording has begun.
When to use a specific greeting with a routing list
It is highly recommended that you select a specific greeting to play if your routing list’s final action is not ‘Take a Message.” In such a case, you want to be sure that the greeting that callers hear matches the action that is about to happen. Examples of greetings for other final actions are the following:
•
Hang Up.
“I’m sorry you couldn’t find me. I’m not taking messages at the moment.
Good-bye.”
•
Transfer to extension.
“I’m sorry you couldn’t find me. I’m transferring you now to my administrative assistant.”
•
Pause and repeat.
“The person you are calling is unavailable. To hold, please stay on the line. To leave a message, press 1.” This is the text of the System Hold Greeting, a greeting provided with Wave for just this circumstance. You can also record your own version. See
“Recording a new greeting” on page 7-20.
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Chapter 10
Managing Contacts and Groups
Chapter Contents
About Contact Management and Wave. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1
Teaching Wave to Recognize Your Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . 10-7
Opening Contacts from within Other Folders . . . . . . . . . . . . . . . . . . . . . . . . . 10-12
Using Contacts in Another Contact Manager . . . . . . . . . . . . . . . . . . . . . . . . . 10-13
About Contact Management and Wave
ViewPoint’s Contacts folder provides you with an online phone book of your telephone contacts in which you can enter the names, phone numbers, and other information about people you talk with frequently on the phone. After you enter contacts, you can place calls to them with a few clicks of the mouse.
This chapter describes the Contacts folder and then explains the following aspects of working with contacts:
• Teaching Wave to Recognize Your Contacts
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To open the Contacts folder, click its icon in the navigation bar.
Searching the Contacts Folder
To find someone quickly, you can type their first or last name (fully or partially) in the Search field. The Contacts folder displays all items whose first or last name begins with the entered text.
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Private and Public Contacts
In Wave, contacts can be private or public, as follows:
• Private contacts are your own personal contacts. These contacts appear only in the
Contacts folder of your ViewPoint on your computer. Other users cannot see your contacts unless you explicitly share your Contacts folder with them.
• Public contacts are available to all users in your office. When public contacts call your office, Wave identifies them no matter which extension or user they are calling.
Public contacts contained in the Public\Contacts folder and can also be accessed via the
Phonebook pane's Contacts tab, and by choosing
Actions > Place Call
. To enter or edit a public contact, you must have public contact editing permissions. If you do not have those permissions, you can view and place a call to public contacts, but you cannot edit them.
Viewing shared contacts
To view contacts that another user has shared with you, click that user’s name under
Public
Folders
in the Folder List and click the Contacts folder.
Changing Double-click Behavior
You can choose whether double-clicking a contact opens the contact for editing or places a call
to the contact. See “Defining Double-click Behavior in the Contacts Folder” on page 12-8 for
more information.
Managing Contacts
You can manage your contacts using Wave ViewPoint, or you can use another contact manager application or customer relationship management program with Wave if you prefer. You can
also import contacts from other contact managers into Wave. See “Importing Contacts from
Other Contact Managers into Wave” on page 10-13.
Entering a New Contact
Entering a new contact involves the following tasks, which are explained in detail in the three procedures that follow:
• Entering a Contact's Name and Basic Information. Other basic information includes the
contact’s company, any account code, and the language used for prompts for this contact.
You can also enter up to 5,000 characters in the Notes Pane of the Contact dialog.
• Entering a contact's phone numbers and addresses. When you enter a contact’s phone
numbers, you can specify the number used for Caller ID and the number that is the default number to dial when you call the contact. You can also specify a contact's e-mail and instant messaging addresses for reference.
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• Recording a Voice Title for a Contact. Like your own voice title, a contact’s voice title is
a short recording that you create of the contact's name.
Note: You have a limited amount of space for all voice files, including voice titles. Therefore,
if you have many contacts, you can save space by recording voice titles for the most important ones only. Ask your Wave system administrator how much space you have been allocated and how much you have used.
Entering a Contact's Name and Basic Information
1. Choose
File > New > Contact
. The Contact dialog opens to the General tab.
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2. If you have permission to create public contacts, select which folder to create the contact in, using the
Create new contact in folder
drop-down list.
If you have permission to create public contacts, you can make this contact a public contact by choosing
Contacts (Public)
. Public contacts can be seen and used by all Wave users. All other selections create a private contact, which only you can see and use.
3. Enter the appropriate information about the contact in the
First Name
,
Last Name
,
Company
, and
Title
fields. The first and last names are displayed in the Call Monitor folder when this contact calls you.
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4. If your office uses account codes, you can enter an
Account code
for the contact. Wave automatically uses the account code for the call when it identifies the contact on an incoming call or when you dial one of the contact’s numbers on an outgoing call.
If you are prompted to enter account codes when you place calls, you will hear a double beep instead of a single beep to indicate you are dialing a contact who has an account code already entered. When you hear the double beep, you can press
#
on your phone to accept the contact’s existing account code, or you can enter another account code.
For more information, see “Entering an Account Code for a Call Log Entry” on page 8-5.
5. In the
Preferred telephone prompts
drop-down list, select the language that you want Wave to use when it plays voicemail and other prompts to this contact. The available languages are the languages that were installed on your system.
Entering a contact's phone numbers and addresses
1. On the General tab in the Contact dialog, double-click the appropriate line in the
Phone
Numbers and addresses
list. The related Address dialog opens.
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• For
Business, Home, Mobile, or Other
., enter the following information:
-
Number:
Enter the phone number to dial for the contact.
-
This number is the contact’s default:
Select this checkbox if this is the phone number you dial most frequently to reach the contact. The number you choose as the default is slightly faster to select when you place calls.
-
Use this number as caller identification for this contact:
Select this checkbox if you want Wave to identify calls from this number as calls from the contact.
Checking this box adds the phone number to the contact’s Incoming Caller ID
list (see “Teaching Wave to Recognize Your Contacts” on page 10-7). If this
option is unchecked, calls from this number appear in the Call Monitor and Call
Log folders as being from “Unknown.”
•
For Email or IMaddress.
Enter the e-mail or instant message address for the contact.
You can enter notes about the address in the
Description
field.
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2. Enter notes about the phone number or address in the
Description
field. For example, for a business number, this is a good place to enter the contact’s extension.
3. Click
OK
to close the Phone Number dialog.
4. To enter more phone numbers or addresses for this contact, repeat steps 1-3 for the other
categories in the
Phone numbers and addresses
list.
5. Click
OK
to close the Contact dialog. The new contact now appears in the Contacts folder.
Recording a Voice Title for a Contact
1. In the Contacts folder, select the contact for whom you want to record a voice title and choose
File > Open
.
2. In the Contact dialog, click the Caller Identification tab.
3. Record the
Voice Title
by using the audio controls. See “Using the Audio Controls” on page 2-19 for instructions.
4. Click
OK
.
Notes:
• Wave can play the voice titles of contacts over your computer speakers automatically when
those contacts call. See “Customizing Incoming Call Behavior” on page 12-5 for more
information.
• Wave can also capture the names of contacts in the voices of the contacts when they respond to the call announcing prompt. Wave can then use those recordings as voice titles. See
“Associating a Call or Caller ID Number with a Contact” on page 10-10 for more
information.
Placing Calls to Your Contacts
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Teaching Wave to Recognize Your Contacts
Wave’s more advanced features depend on Wave recognizing your contacts. You can teach
Wave to recognize your contacts in the following ways:
• By recognizing the Caller ID number or name of the contact’s phone.
• By recognizing a special number you give to the contact to dial after your extension, called a Contact PIN. By using Contact PINs, Wave can recognize contacts regardless of the phone they use to call.
Note: Wave automatically identifies other Wave users when they call from their stations or
their public numbers.
The benefits of having Wave recognize contacts include:
• Their names appear in the Call Monitor while the phone is ringing to let you know who is calling.
• Their names are displayed on your Caller ID phone, if you have one.
• Their names appear in the Call Log and Messages folders, so that you can easily see contacts in your phone record and quickly call them back.
• You can hear your contact's name announced over your phone or PC speakers—without forcing your callers to say their name every time they call—by saving a recorded voice title with the contact.
• You can use call rules to set up individualized call handling for them, such as playing a unique voicemail greeting or routing their calls according to a specific routing list (see
One form of identification, Caller ID from the phone company, is available automatically for every call. The phone number and Caller ID name of the caller appear in the Number column of the Call Monitor, the Call Log, and the Messages folders.
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Identifying Contacts by Name
Each contact has a list of associated phone numbers called the Incoming Caller ID list. When a call arrives from one of those phone numbers, Wave identifies that contact.
The Incoming Caller ID list can include Caller ID names as well as phone numbers. See
“Understanding Name and Number on Caller ID” on page 10-11 for pointers on which item is
more useful for identifying a given contact.
To view a contact's Incoming Caller ID list, select the contact in the Contact’s folder, choose
File > Open
, and then click the Caller Identification tab.
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To guarantee that Wave recognizes contacts, regardless of the phone number from which they
Adding Phone Numbers for Contact Recognition
You can add a phone number to a contact’s Incoming Caller ID list by doing one of the following:
• Add a new phone number for the contact in the General tab and check
Use phone number as caller identification for this contact
. See “Entering a New Contact” on page 10-3 for
more information.
• Associate the phone number from a call or voice message with the contact. See
“Associating a Call or Caller ID Number with a Contact” on page 10-9 for more
information.
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Deleting a Number from the Incoming Caller ID List
If Wave wrongly identifies a contact as the caller, it is likely that the Incoming Caller ID list for that contact includes an incorrect phone number. You can prevent further misidentification by deleting the phone number from the list.
1. Double-click the contact from whom you want to delete a phone number. The Contact dialog opens.
2. Click the Caller Identification tab.
3. In the
Incoming Caller ID
list, select the incorrect phone number.
4. Click
Delete
and then click
OK
.
Associating a Call or Caller ID Number with a Contact
If Wave shows a caller’s name as “Unknown,” but you know who the caller is, you can associate the call with one of your contacts. Doing this replaces “Unknown” with the contact’s name.
You can also associate the Caller ID number or the name from the call with a contact. Doing this adds the number to the contact’s Incoming Caller ID list. Future calls from that phone show that contact as the caller. In this way you can “teach” Wave to recognize the people who call you.
For example, the following illustration shows a voice message before association, showing
“Unknown” as the caller.
The next illustration shows the same message after you associate it with your contact Nathaniel
Chestnut.
You can teach Wave to recognize a caller by Caller ID name instead of the phone number. This can be useful, for example, if the contact calls from a company with a PBX that randomly assigns phone numbers to trunks but uses a Caller ID name that remains the same.
Note: You cannot associate a phone number or Caller ID text with a public contact unless you
have permissions to edit public contacts. You can, however, label an individual call as being from a public contact.
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To associate a call with a contact:
1. Click one of the following:
• An active call in the Call Monitor folder
• An entry for a call in the Call Log folder
• A voice message in any Messages folder
2. Click on the toolbar. The Associate dialog opens.
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3. To associate this call with a contact, select the
Associate the following contact with this call
checkbox. Then, identify the contact to associate with the call in any of the following ways:
• Type all or part of the contact’s first, last or company name in the
Search
field and then click .
• Scroll to the contact in the list, and then select it.
• Create a new contact directly from this dialog. To do so, click
New Contact” on page 10-3 for instructions.) When you finish creating the contact
and return to this dialog, the new contact is displayed in the list.
4. To cancel an association and revert the call to its original identification, uncheck
Associate the following contact with this call
.
5. If the call came from a phone number that is new for this contact, you can add the new number to the contact’s phone number list now. To do so, check
Save the following number in this contact
, and then select the phone number category to save it as via the
Save As
drop-down list.
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6. If you want only to label the individual call or voice message with the contact’s name, deselect the
Use caller identification for this contact
checkbox.
If you want Wave to associate all subsequent calls from that phone with the contact, check
Use caller identification for this contact
and select one of the following:
•
Number:
Wave uses the phone number to recognize subsequent calls.
•
Name:
Wave uses the Caller ID text to recognize subsequent calls.
•
Callback:
Wave uses the callback number entered by the caller. (This option is only available if the caller entered a callback number.)
See the next section for more information.
7. Click
OK
.
Understanding Name and Number on Caller ID
When you receive a call, Wave receives two pieces of information about where the call originated: the phone number and the Caller ID name. You can associate either of these items with a contact.
Depending on where the call originated, one item may work better than the other, as the following examples illustrate:
• If the call is from a home phone (for example, ANTANDER,LOU - 6178380405). In this case, where both the number and name are unique, either could be used for association.
• If the call is from a company with many phone lines (for example, Vertical Comm -
6175641121
). In this case the phone number may change with every call, because the office’s PBX system uses a random trunk for all outgoing calls. The Caller ID name, however, remains constant, so you should use that for association.
• If the call is from a standardized Caller ID name (for example, california -
7605550807
). In cases where the Caller ID name is standardized for many different phones, you should use the phone number for association.
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Using Contact PINs for Guaranteed Recognition
Contact PINs provide a guaranteed way for callers to be recognized by Wave whenever they call. A contact with a PIN can call from any phone number and be identified by Wave.
Contact PINs are unique numbers that you give out to contacts. Contacts add their PINs to your extension when they call you.
Note: You cannot enter a contact PIN for a public contact.
Examples:
• Your extension is 177, and you give Mr. Jones a contact PIN of 55. Mr. Jones calls your office, and when prompted to enter your extension, he types in 17755. Wave is thus assured of identifying this call as coming from Mr. Jones.
• If you have a car for sale, you could advertise it in the paper with your extension plus a contact PIN (for example, “Call me at ext. 17756”). Set up the contact as “Car buyer” with a PIN of 56. Now when anyone calls about the ad, it appears as from “Car buyer” in your
Call Monitor.
To enter a contact PIN:
1. In the Contacts folder, double-click the contact for whom you want to create a contact PIN.
The Contact dialog opens.
2. Click the Caller Identification tab.
3. Under
Contact PIN
, enter the number that you intend to give to this contact. If the contact
PIN you entered conflicts with one already created, Wave prompts you to enter a different number.
4. Click
OK
.
Opening Contacts from within Other Folders
After an incoming call has been identified as coming from a contact, you can easily open the contact record from a Messages folder (if the contact left a voice message) or the Call Log folder. Select the call or voice message, and then choose
Actions > Open Contact
.
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Using Contacts in Another Contact Manager
If you make extensive use of another TAPI-compatible contact manager or customer relationship management application such as Microsoft Outlook, GoldMine or FrontOffice
2000, or Interact Commerce Corporation’s Act!, you can place Wave calls to your contacts from those applications by using the Wave TAPI Service Provider. See your Wave system administrator about installing the TAPI Service Provider, and then follow your contact manager’s instructions for placing calls. Calls placed by other applications still appear in your
Wave Call Log and Call Monitor folders.
You can also install the Wave Contact Manager Assistant (CMA) and receive screen-pops showing the name, the Caller ID, and the time of day of the call. Act! users can receive screen-pops without installing the CMA.
You do not need to have the Wave ViewPoint installed to use the TAPI Service Provider or the
CMA.
Using the Wave Contact Manager Assistant
The Contact Manager Assistant enables Outlook, GoldMine, or FrontOffice 2000 contact managers to pop up contact information automatically when contacts in one of your contact managers call. Wave recognizes the incoming Caller ID number, Caller ID, or name.
To run the Contact Manager Assistant:
1. Choose
Start > Programs >
Vertical Wave > C
ontact Manager Assistant
. The program starts and runs in the background.
2. Right-click in the system tray for a shortcut menu of commands that you can use to configure and personalize the program. For further instructions, see the CMA’s online
Help.
Importing Contacts from Other Contact Managers into Wave
You can export contacts from other contact managers and import them into Wave.
Exporting contacts from Microsoft Outlook
The following instructions show how to export contacts from Microsoft Outlook:
1. In Outlook, Select
File > Import and Export
.
2. Select
Export to a file
from the list and click
Next
.
3. Select
Comma Separated Values (Windows)
and click
Next
.
4. Select a folder in which to store the contacts file and click
Next
.
5. Enter a filename and click
Next
.
6. Click
Finish
.
Importing contacts into Wave
See “Importing and Exporting Wave Items” on page 2-21.
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Using Groups
A Group (also known as a ViewPoint Group) is a group of related extensions or contacts.
Extensions in Wave include users and auto attendants. With a Group you can:
• Send, reply, or forward a voice message to the Group. All users with voice mailboxes in the
• Create a call rule for the Group. Incoming calls from any user or contact in the Group are handled according to the call rule. For example, you can have a custom voicemail greeting
that plays for all the members in your “VIP group.” See Chapter 11 for more information.
• View any extension in your Group when transferring calls, which makes it easier to pick the right recipient. You can set any Group to appear as a tab in the Extensions section of the
Transfer To dialog. For example, you can define the members of your Sales department as a
Group, including a Station Hunt Group or a special Sales auto attendant. When you have a call for the Sales department, you can click the Sales tab and see all the department
members at a glance, along with their current personal statuses. See “Transferring a Call”
on page 5-8, and “Having a Group Appear as an Extensions Tab” on page 10-17.
• Create a routing list that distributes calls to the users and contacts in a Group according to
the distribution algorithm you choose. See “Routing Calls to Groups” on page 9-14.
Personal and Public Groups
Generally, the Groups you will create in Wave are personal Groups. Only you can see the personal Groups that you create. Other users cannot see Groups that you create.
Public Groups, which are accessible to all Wave users who have permission to see them, can only be created in ViewPoint if you have the proper permission.
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The Groups Folder
The Groups folder lets you view and manage your Groups.
To open the Groups folder, click the Configuration icon in the navigation bar. The Favorite
Folders list offers access to your office’s Public Groups folder.
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Creating a Group
1. Choose
File > New > Group
. The Group dialog opens.
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2. Enter a
Name
for the Group and any
Notes
to describe the Group.
3. Add one or more members to the Group by selecting the category in
Show
, then selecting the item from the list, then clicking
Add
. (You can also drag-and-drop.) Press Ctrl to select multiple names from the list. The members you selected appear in the
Members
list. Use the arrows next to the list to arrange the order of the members. Click
Remove
to delete members from the list.
Note: The order of the Group is important only if you have set up a routing list to route
calls to it according to the Top Down or Round Robin algorithms. See “Routing Calls to
Groups” on page 9-14. You can reorder the members by dragging-and-dropping or by
clicking the arrow buttons.
4. Click
OK
.
Groups can appear as a tab in your Extensions list. See the next section.
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Having a Group Appear as an Extensions Tab
You can specify whether or not a particular Group appears as a tab in your Extensions list. The tab lists all extensions within the Group, and you can see the current status of those extensions at a glance (contacts in the Group do not appear).
By default, you also see a tab for any public Groups of which you are a member. You can choose which available Groups have Extension list tabs.
To specify whether a Group has a tab in the Extensions list:
1. Go to the Extensions view.
2. Right-click the column header and choose
Show Tabs
.
3. In the Show Tabs dialog, choose the tabs you want to display and their order.
4. Click
OK
.
For more about the Extensions list, see Chapter 4.
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Chapter 11
Using Call Rules
Chapter Contents
Quickly Creating Call Rules for Contacts or Groups. . . . . . . . . . . . . . . . . . . . . 11-9
About Call Rules
Wave call rules enable you to handle specific incoming calls differently from other calls. For example, you can create a call rule for your friend Jim so that he is routed to your cell phone and hears a special voicemail greeting whenever he calls. A call rule can trigger on calls from specific people and/or the dates and times that the call is received.
Call Rules Overview
To create a call rule, you determine two things:
• Which incoming calls activate the call rule
• How the call rule handles those calls differently than calls that do not match a call rule
Distinguishing which Incoming Calls Activate the Call Rule
You can distinguish which incoming calls are handled by a call rule by using one or both of the following conditions:
•
People or Group condition.
The rule activates depending on who is calling. In addition to having call rules for individual callers, you can have call rules that apply to all internal callers, all external callers, unidentified callers, or any member of a Group.
Example: a call rule for your important client Jim activates whenever Jim calls.
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•
Dates/Times condition.
The rule activates depending on when the call arrives. You can handle calls differently during business hours, after business hours, and at specific dates or times.
Example: a call rule handles all incoming calls after business hours.
When you combine caller and schedule conditions, the call rule handles calls only when both conditions are met. For example, a call rule for your client Jim after business hours handles only calls from Jim that occur after business hours. If Jim calls during business hours, the call rule does not activate. Likewise, if anyone other than Jim calls after business hours, the call rule does not activate.
Determining How the Call Rule Handles Calls
A matching call rule can handle incoming calls differently than other calls in the following ways:
•
Greeting.
You can choose which greeting plays if the caller reaches your voicemail.
•
Routing List.
You can choose which routing list the call follows.
•
Send to voicemail.
You can send the call straight to voicemail without ringing your phone, as if you were in Do Not Disturb status.
•
Always ring.
You can override Do Not Disturb so that the call always rings your phone.
Examples of How You Can Use Call Rules
• Calls from your “Prospects” Group can follow a routing list that tries you at several locations in the office during business hours.
• During your lunch hour, you can have a special “At lunch” greeting that plays to callers before sending them to voicemail.
• You can have the privacy of Do Not Disturb activate automatically every day at 6:00 pm, but only for internal callers.
• You can create a contact called “Nuisance Callers” and associate the phone numbers of salespeople with that contact. Those callers can follow a routing list that plays a greeting and then hangs up without ringing your phone. The greeting can say, “I’m sorry. I don’t accept calls from salespeople during business hours.”
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The Call Rules Window
The Call Rules window lets you view and manage your call rules. To open the Call Rules window, choose
Tools > Call Rules
.
The top pane of the Call Rules window displays the call rules you have created. Call rules that are active display with a check mark in the Enabled column. Click a call rule to see its description in the bottom pane. You can click the links in the bottom pane description to edit elements of the selected call rule.
Enabling and disabling a call rule
To disable a call rule, select it in the the top pane and click
Disable
. Disabled call rules are not used. To enable it again, click
Enable
.
Organizing the priority of call rules
Call rules are listed in the top pane in order of priority, with the highest-priority call rule on top.
To change a call rule’s priority, select it and move it in the list by clicking
Move Up
or
Move
Down
.
See “Call Rule Priority” on page 11-10 for more information.
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Creating a New Call Rule
The following procedure explains how to create a call rule.
To create a new call rule
1. From the Call Rules window, click
New Rule
. To edit an existing call rule, select it in the top pane and click
Edit Rule
. The Conditions page of the Call Rule Wizard opens, where you can choose which incoming calls are trigger the rule.
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2. Check either or both of the following options:
•
From people or Group.
Check to have the call rule trigger on calls from certain individuals, groups, or categories of calls. Click
people or Group
in the bottom pane
to select which people trigger the rule. See “Specifying People that Trigger a Call
Rule” on page 11-6 for instructions.
•
During dates and times.
Check to have the call rule trigger on calls that arrive during certain dates and times. Click
dates and times
in the bottom pane to specify when the
rule triggers. See “Specifying Dates and Times to Trigger a Call Rule” on page 11-7
for instructions.
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3. Click
Next
. The Actions page of the Call Rule Wizard opens, where you can specify what actions the call rule performs on calls that trigger it.
4. Check the following options singly or in combination:
•
Play the specified greeting, if the call goes to voicemail.
Check, then click the greeting link in the bottom pane, to specify a greeting that the caller hears if the call goes to your voicemail.
•
Send the call directly to voicemail.
Check to have the call rule send incoming calls to your voicemail without ringing your phone.
•
Offer the call to me, even if I am not taking calls.
If checked, calls that trigger the rule will always ring your phone, overriding your Do Not Disturb.
•
Follow the specified routing list.
Check, then click the routing list link in the bottom pane, to specify a routing list that the call rule uses to route the call.
5. Click
Next
. The Finish page of the Call Rule Wizard opens.
6. Enter a name for the call rule. Use the bottom pane to edit elements of to the call rule if needed. When the call rule is complete, click
Finish
.
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Specifying People that Trigger a Call Rule
If you check
From people or Group
on the Condition page of the Call Rule Wizard, click
people or Group
in the bottom pane to specify which callers trigger the call rule. The From People or
Group dialog box opens.
From the
This call rule will apply to
drop-down list, choose one of the following options:
•
The selected contact/user/Group.
Click an item in the list. Type the beginning of the name in the
Search
field to narrow the search. The call rule triggers on all calls from the selected contact, user, or Group member.
•
All internal callers.
The call rule triggers on all calls from within the Wave system.
•
All external callers.
The call rule triggers on all calls from outside the Wave system.
•
All “Unknown” callers.
The call rule triggers on all external calls not associated with a personal or public Wave contact.
•
All “Unknown” callers without Caller ID name and number.
The call rule triggers on external calls that are not associated with a personal or public Wave contact, and also do not have a
Caller ID name and number.
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Specifying Dates and Times to Trigger a Call Rule
If you check
During dates and times
on the Conditions page of the Call Rule Wizard, click the dates and times link in the bottom pane to specify when the call rule triggers. The During Dates and Times Wizard opens.
To base the call rule’s activation on your system’s business hours, click one of the options in the top group. Click the link to view your system’s schedule for business hours and holidays. After making your selection, click
Finish
.
To activate the call rule according to another schedule, click
During custom hours
, then click
Next
. See the next section, “Specifying Custom Hours.”
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Specifying Custom Hours
If you selected
During custom hours
as your schedule condition, click
Next
on the During Dates and Times page to open the next Wizard page, where you can specify when the call rule activates.
To have the call rule activate on a daily or weekly basis
1. On the Weekly tab, check the days on which you the call rule to activate. The call rule will activate every week on that day during the times specified.
2. To edit the active hours for a day, click the button for that day. You can also type in the hours using hyphens for a range and commas to separate multiple ranges. For example:
9:00 AM - 12:00 PM, 1:00 PM - 5:00 PM.
3. Click
Finish
.
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To have the call rule activate on one or more individual dates
1. Click the On a Specific Date and Time tab.
2. Enter a
Date
on which the call rule will be active.
3. To edit the active hours for that date, click . You can also type in the hours using hyphens for a range and commas to separate multiple ranges. For example: 9:00 AM -
12:00 PM, 1:00 PM - 5:00 PM.
4. Click
Add
to add that date, with its selected hours, to the Dates and Times list.
5. Repeat steps 2 through 4 to add other dates to the Dates and Times list, if needed. The call
rule will activate on each date/time specified in the Dates and Times list.
6. To remove a date from the Dates and Times list, click it and click
Remove
.
7. Click
Finish
when done.
Quickly Creating Call Rules for Contacts or Groups
To quickly create a call rule that triggers on calls from a contact or a member of a Group, do the following:
1. Select the contact or Group in the appropriate ViewPoint folder.
2. Choose
Actions > Create Call Rule
.
The Call Rule Wizard opens with that contact or Group already entered. See “Creating a New
Call Rule” on page 11-4 for further instructions.
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Call Rule Priority
Wave handles incoming calls according to the priority of your call rules. The call rules in the
Call Rules window are ordered from the top down. If two call rules apply to the same call, the call rule highest in the list is the one used.
You can create multiple call rules that contain similar caller and schedule conditions, and then prioritize them to ensure that the correct greeting and routing list are used for calls. For example, if you create a call rule for a Group, but want calls from a certain individual within that Group to be handled differently, you can create a call rule for that individual and give it a higher priority than the Group’s call rule.
To set the priority of a call rule
1. Select a call rule in the Call Rules window.
2. Click
Move Up
or
Move Down
to move the call rule to a higher or lower priority position.
How Wave Resolves Call Rule Conflicts
When a call is subject to multiple call rules, the actions taken (greeting, routing list, etc.) are determined by the highest call rule in the list for which an action is selected. If the highest rule sets an action, that action is used. But if it has an unselected action, while a lower rule sets that action, the action from the lower rule is used. This can result in actions from different call rules being used on a single call.
Example:
A call rule for Paul plays a custom greeting, but leaves the routing list action unselected. Paul is also a member of the Sales Group, for which you have a lower call rule that specifies a routing list to follow. When Paul calls, Wave plays the custom greeting from the higher call rule, and uses the routing list from the lower call rule.
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Chapter 12
Customizing ViewPoint
Chapter Contents
About Customizing ViewPoint
You can customize ViewPoint and your Wave account to suit the way you work.
Most customization options presented in this chapter are set in the Options dialog box, accessed by choosing
Tools > Options
. Your Wave system administrator may have made some or all tabs of the Options dialog box unavailable to you. See your system administrator if you cannot access a particular option that is described in this chapter.
Guide to the Options Dialog Box
Note: Depending on your system configuration, some Options tabs may not be visible to you.
See your system administrator to see whether a given feature is turned on.
Use the following table to locate instructions for the fields in the Options dialog box.
Options Dialog Box Fields
Tab
Personal
Field
Voice Title
Telephone Prompts
Personal Operator
See...
“Recording a Voice Title” on page 12-3
“Changing the Language of Telephone
“Changing Your Personal Operator” on page 12-4
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Options Dialog Box Fields
(continued)
Tab
\My Numbers
Phone
Voice Messages
\ Usage
\ E-Mail Notification
\ Pager Notification
\ Call Notification
ViewPoint
\ Call Monitor
\ Call Alerts
Field See...
Default Ring Duration
“Entering My Numbers” on page 6-4
“Customizing How Long Your Phone
Enable Call Waiting
“Customizing or Turning Off Call Waiting” on page 12-4
Maximum message length
“Setting a maximum length for your voice messages” on page 7-9
Voice message playback order
Play a sound...
“Setting Voice Message Playback
“Playing a Sound When a New Message Arrives” on page 12-6
Usage
Remove Items from Deleted folder
“Managing your voicemail maximums” on page 7-9
“Managing the Deleted Folder” on page 2-18
Log on automatically
“Setting up e-mail notification” on
page 7-12
“Setting up pager notification” on page 7-13
“Setting up call notifications” on page 7-14
“Resetting ViewPoint so that login is required” on page 2-3
Double clicking contacts...
“Defining Double-click Behavior in the
Language
Display Call Monitor...
“Displaying the Call Monitor Folder
“Customizing Incoming Call Behavior” on page 12-5
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Customizing Telephone Behavior
The options described in this section allow you to customize your interaction with Wave on the phone. These options include:
• Recording a Voice Title. See this page.
• Changing the Language of Telephone Command Prompts. See page 12-3.
• Customizing or Turning Off Call Waiting. See page 12-4.
• Changing Your Personal Operator. See page 12-4
• Customizing Your Listing in the Dial-by-name Directory. See page 12-4
• Customizing How Long Your Phone Rings. See page 12-5.
Recording a Voice Title
A voice title is a short recording of just your name that Wave fits into its own recorded prompts.
To record a voice title in ViewPoint
1. Choose
Tools > Options
. The Options dialog box opens.
2. On the Personal tab, use the audio controls for
Voice Title
to record your voice title. See
“Using the Audio Controls” on page 2-19 for more information.
3. Click
OK
.
You have a limited amount of space for your voice title, your contacts’ voice titles, your greetings, and recorded conversations. Ask your Wave system administrator how much space you have been allocated and how much you have used.
Changing the Language of Telephone Command Prompts
Wave can play the telephone command prompts in any language that was installed with Wave.
Whenever you log on or press
Flash
(on an analog phone), the prompts are played in the language you choose.
To change the telephone commands language
1. Choose
Tools > Options
. The Options dialog box opens.
2. On the Personal tab, select the language that you want on the
Telephone prompts
dropdown list. All languages that were installed with Wave appear on the list.
3. Click
OK
. You will be prompted to restart ViewPoint.
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Customizing or Turning Off Call Waiting
With call waiting turned off, incoming calls that arrive while you are on the phone go directly to your voicemail.
However, if call waiting is turned off, you can easily intercept an incoming call visually in your
Call Monitor folder. See Chapter 5 for more information.
Note: Call Waiting can only be customized if your phone supports it.
To customize call waiting or turn it off
1. Choose
Tools > Options
. The Options dialog box opens.
2. On the Phone tab, check
Enable call waiting
if you want to use call waiting. Uncheck it if you want to turn call waiting off.
3. Click
OK
.
Changing Your Personal Operator
Callers who reach your voicemail can always press
0
. By default,
0
transfers them to your system’s Operator, but you can transfer them to any other extension, for example, your company’s auto attendant.
To change the extension to which callers transfer when they press 0
1. Choose
Tools > Options
. The Options dialog box opens.
2. On the Personal tab, choose an extension on the
Personal Operator
dropdown list.
3. Click
OK
.
Customizing Your Listing in the Dial-by-name Directory
The dial-by-name directory lets callers dial a user by entering the first few letters of the user’s name. Callers who know your name but not your extension can find you quickly in the dial-by-name directory.
You can remove your name from the dial-by-name directory if you want only callers who know your extension to call you. You can also specify whether or not the dial-by-name directory reads your extension to callers.
To customize your dial-by-name listing
1. Choose
Tools > Options
. The Options dialog box opens.
2. On the Personal tab, uncheck
List in dial-by-name directory
to remove yourself from the directory. If checked, callers can dial you by name.
3. If you choose to be listed in the dial-by-name directory, you can check
Play extension to the caller
to have Wave read your extension to callers who find you by using the dial-by-name directory. Callers hear “Transferring to <your voice title> at extension <your extension>.”
If unchecked, callers who find you by using the dial-by-name directory hear only
“Transferring to <your voice title>.”
4. Click
OK
.
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Customizing How Long Your Phone Rings
You can specify how long a call rings your phone before it proceeds to your voicemail. Ring duration for call forwarding is determined elsewhere.
1. Choose
Tools > Options
.The Options dialog box opens.
2. Click the Phone tab.
3. In the
Default ring duration
field, enter the number of seconds your phone should ring before a call is sent to your voicemail.
The ring duration you enter here can be overridden by the ring duration specified in a personal status.
Note: By default the minimum ring duration is 5 seconds and the maximum is 120
seconds. Your system administrator can extend the possible range from 1 to 999 seconds.
4. Click
OK
.
Note: Caller ID is transmitted between the first and second ring. If your phone supports Caller
ID, you may want to increase this setting so that there is enough time for Caller ID to be displayed and read before the call is sent to your voicemail.
Customizing Incoming Call Behavior
You can set various call alert behaviors to occur when you receive an incoming call. If you have
Call Monitor tabs other than “My Phone,” you can set call alerts separately for each
tab-category of calls (see “Call Monitor Folder Tabs” on page 5-2). For example, you can have
the ViewPoint title bar flash only on calls for your colleague whose Call Monitor you are sharing.
To set call alerts
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the ViewPoint \ Call Alerts tab.
3. Use the dropdown list to choose the category of incoming call for which you want to set call alerts. The categories correspond to your Call Monitor tabs. You can set alerts differently for each category. To set alerts that trigger on all incoming calls, select “For all incoming calls.”
Note: With “For all incoming calls” selected, a half-selection mark indicates that the
option is selected in another category.
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4. Select any of the following options:
•
Display a pop-up notification window.
A pop-up window appears showing call information and allowing you to act on the call.
•
Play the caller’s name over the speakers
. Announces the caller's name over your computer speakers if the recording is available. Wave users and identified contacts are announced if they have voice titles already recorded.
•
Flash the title bar
. Flashes ViewPoint’s title bar.
•
Display the Call Monitor.
Brings ViewPoint to the front of your desktop with the Call
Monitor showing when a call arrives. If you are actively working in another folder,
ViewPoint opens the Call Monitor folder.
5. Click
OK
.
Customizing Voice Message Behavior
You can customize use of stutter dial tone, the message waiting light, and the order in which you hear your voice messages. For example, you can hear your Unheard (new) messages in the order newest to oldest, and then you can hear your heard (old) messages in the order oldest to newest.
Setting Voice Message Playback Order
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Voice Messages tab.
3. Under
Voice message playback order
, choose the order you prefer.
4. Click
OK
.
Playing a Sound When a New Message Arrives
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the Voice Messages tab.
3. Check
Play a sound when a new message arrives
.
4. Click
OK
.
Note: The sound file played is Chord.wav, located in the Wave ViewPoint directory (by default
C:\Program Files\Wave\Client). To play a custom sound file, name it Chord.wav and place it in that directory.
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Customizing ViewPoint for Operators
If you are an Operator user, you can use the following options to make your tasks easier and faster:
•
Transfer calls by dragging-and-dropping to the Phonebook pane.
If you display the
Phonebook pane in the Call Monitor folder, you can transfer a call by dragging it from the
Call Monitor to a contact or an extension. This action performs a blind transfer. See
•
Resize the Transfer To dialog box.
You can make the Transfer To dialog box larger so that you can see more users and more columns at a glance. Wave remembers the new size of the
Transfer To dialog box whenever you open it.
•
View users by Group.
In the Extensions list and Transfer To dialog box, each Group can be represented by a tab that lists its members. You can create Groups that represent the departments of your office, so that when transferring calls, you can see at a glance all the users in a given department. For example, if you have to transfer a call to Sales, you can click the Sales tab (for the Sales Group) and see all the members of the Sales department
and their current personal statuses. See “Having a Group Appear as an Extensions Tab” on page 10-17.
•
Manage all parked calls together.
Right-click any Call Monitor tab, choose
Show Tabs
, and add the
Parked
tab.
Customizing the ViewPoint Display
You can customize your ViewPoint display in any of the following ways.
Changing ViewPoint’s Language
You chan change the language of the ViewPoint user interface. To do so:
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the ViewPoint tab.
3. Select the desired language from the
Language
drop-down list.
4. Click
OK
. You must restart ViewPoint for the change to take effect.
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Defining Double-click Behavior in the Contacts Folder
Double-clicking a contact lets you either edit the information for the contact or place a call to the contact.
To define the result of double-clicking a contact
1. Choose
Tools > Options
. The Options dialog box opens.
2. Click the ViewPoint tab.
3. Under
Double clicking contacts behavior
, select the desired behavior.
4. Click
OK
.
Customizing Columns
You can choose to show or hide columns in a folder. You can also customize columns in a folder by moving, resizing, and sorting them. The changes you make to columns in a folder are saved when you exit ViewPoint.
Showing and Hiding Columns
For each folder in ViewPoint, you can choose the columns that you want to see in the folder.
Some folders do not show all the available columns by default.
To show or hide columns in a ViewPoint folder:
1. Choose
View > Current View > Show Columns
. You can also right-click in the folder and select
Show Columns
. The Show Columns dialog box opens. For an explanation of the columns, click
Help
.
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2. Do any of the following:
• In the
Available columns
list, select a column and click
Add
to show it.
• In the
Show these columns in this order
list, select a column and click
Remove
to hide it.
• Use the arrows to arrange the columns in the left-to-right order you want. The highest columns appear furthest to the left.
You can also drag and drop to move columns between panes and reorder them.
3. Click
OK
.
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Moving Columns
To move a column, click its header and then drag and drop it to a new location. You can also move columns by using the Show Columns dialog box (see the previous section).
Resizing Columns
You can change column widths by dragging the sides of the column headers.
Sorting by Column
Click a column header to sort the items in a folder by the information in that column. Click the column header again to sort in the reverse order.
The column in the folder that contains an arrow is the column by which the display is currently sorted. The direction of the arrow indicates the order.
Other Customization Options
The following table refers you to customization options described elsewhere in this manual.
Feature Description
Recording greetings
Automatically logging on
Displaying the Call Monitor folder automatically
Setting e-mail and pager notification
Setting deletion options
Create recordings that callers hear when they reach your voicemail.
Log on to ViewPoint without needing to enter your password.
Bring ViewPoint to the front with the
Call Monitor showing when you place calls from ViewPoint.
Receive an e-mail message or a page whenever you have new voice messages.
Choose how voice messages are permanently deleted from the Deleted folder.
See
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Appendix A
Using the Wave Archived Recording Browser
Appendix Contents
About the Wave Archived Recording Browser . . . . . . . . . . . . . . . . . . . . . . . . . .A-1
Running the Archived Recording Browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-2
Checking the Archive for Missing Audio Files . . . . . . . . . . . . . . . . . . . . . . . . . .A-12
About the Wave Archived Recording Browser
The Wave Archived Recording Browser is a tool for listening to and managing thousands of mailbox recordings (voice messages or call recordings) that have been archived by Wave. You can search for recordings using a variety of criteria, edit or delete recordings, flag recordings for follow up, or restore them to the appropriate Inbox or other folder from which they were archived.
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Running the Archived Recording Browser
In order to use the Archive Recording Browser, you must know the network location of the archive and have network access to that location. See your Wave system administrator for details.
To run the Archived Recording Browser:
1. Choose
Start > Programs > Vertical Wave > Wave Archived Recording Browser
. The Wave
Archived Recording Browser dialog opens:
2. Enter your archive user
User Name
and
Password
. These can be different than your Wave user name and password—ask your Wave system administrator for the user name and password to use.
Click
OK
.
3. If you are prompted to do so, navigate to the network location of the recording archive.
4. To log on as another archive user (for example, as a user with different access privileges), click
File > Log On as a Different User
, and then enter that archive user’s
User Name
and
Password
.
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Searching for Recordings
The Archived Recording Browser does not display any entries when you run it. To view recordings in the Browser window, you must first search for recordings that match criteria that you set.
To search for recordings, use either of the following methods:
• Start a new search. See page A-3.
• Load a saved search. See page A-8.
Starting a New Search
To start a new search:
1. Click on the toolbar. The Search
Archived Recordings dialog opens.
2. Do one of the following:
• If your search only involves the criteria shown on the Basic tab:
On the Basic tab, you can quickly specify commonly-used criteria, and anything you enter is treated as a partial search. For example, entering “617” in the
From Name or Number
field will return all records with 617 in that field, including “61755511212”, and “5126175555”.
For a description of each field on the Basic tab, see “Search Criteria” on page A-5.
When you are done specifying your search criteria on the Basic tab, go to step 3.
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• If you want to specify more complex search criteria:
Click the Advanced tab to search on additional fields in the mailbox recording’s Call
Log entry, or to define more complex search criteria than you can specify on the Basic tab.
For a description of each field on the Advanced tab, see
“Search Criteria” on page A-5.
Click
Add to List
after defining each entry. To remove an entry from the list, select it and then click
Remove
.
3. On either tab, you can specify how the results will be sorted. From the
Order results by
drop-down lists, select the Browser column on which to sort the search results. Then select
Ascending
or
Descending
from the drop-down list to specify how to sort the contents of that column.
Note: Search results can also be sorted by clicking any column header in the Archived
Recording Browser.
4. When you are done specifying your search criteria on either tab, do any of the following:
• To execute the search, click
Find Now
.
• To reuse the search criteria again at a later time, click
Save As
. In the Save Search As dialog,
Enter a name for your search
and then click
Save
.
• To reset the contents of the Search Archived Recordings dialog to the default settings, click
Reset
.
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Search Criteria
The following table describes the search criteria that you can set up on either the Basic or
Advanced tab in the Search Archived Recordings dialog:
Search Criteria
Tab
Basic
Field
Wave Server
Mailbox
From Name or
Number
To Name or Number To search for recordings related to calls placed to a specific user or number, select this checkbox, and then enter all or part of the user’s name or phone number.
Received
To search for recordings related to calls from a specific user or number, select this checkbox, and then enter all or part of the user’s name (for example, “Janice” or “Jan”) or phone number
(for example, “17815551212”, or “781”.) To search for calls from an external caller, enter “Unknown”.
To limit your search to a specific time period, select this checkbox, and then select a time period from the drop-down list
(for example, “Yesterday” or “Last 3 months”.) If you select
“Specific date”, enter the date in the text box using the format provided, or click to select a date from a calendar.
Length
Description
If your system archives mailbox recordings from more than one
Wave Server, you can search all of the Servers, or select a specific
Server from the drop-down list.
You can search all users’ mailbox folders, or select a specific user from the drop-down list.
To search for recordings of a specific length, select this checkbox. Select an option from the drop-down list, and then enter the number of minutes in the text box (for example,
“Within 30 sec.of 5 minutes”.)
Note: To enter seconds, use the hh:ss format or decimal places.
For example, to indicate 1 minute 30 seconds, enter either “1:30” or “1.5”.
Flagged for follow up To search for recordings that were previously flagged for follow up, select this checkbox.
Call Notes To search for recordings that contain a specific text string in th e Call Notes fiel d, select the checkbox, and then enter the string in the text box.
Archive Notes To search for recordings that contain a specific text string in th e Archive Notes fiel d, select this checkbox, and then enter the string in the text box.
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Tab Field
Advanced
Show me recordings that match these criteria
Define more criteria
Search Criteria
(continued)
Description
Lists one or more criteria that you specify on the Advanced tab. To remove an entry from the criteria list, select it and then click
Remove.
To add an entry to the criteria list, select a Field and Condi-
tion from the drop-down lists, and then select a Value from
the drop-down list or enter it in the text box (for example,
“Account Code Equals 1074”.)
Field
Condition
To search for recordings that match one of several values in a single field, select the condition Or. When you use Or, you must specify the complete field contents that you are searching for, as in:
“From Or Nancy Jones OR Pete Smith OR Irene Orleans”.
Field on which the search criteria is based. For a description of each field, see “Using the Call Log view” in Chapter 22 in the
Wave Global Administrator Guide.
Select any of the following conditions.
Equals, Does not equal
Use to search based on the exact contents of a field. For example, to search for recordings of calls from Kevin McDonough, add the criteria “From Equals Kevin McDonough”.
Note that when you use Equals and Does
not equal, you cannot search based on part
of the field’s contents—the criteria “From
Equals Irene” would not return any matches.
Equals is the only valid condition for some
fields (Flagged for follow-up, Message
Heard, Call Direction, Call Result, Left
Message, and Recorded By.) For these
fields, select one of the values offered in the drop-down list, for example, “Call Result
Equals Left Message”.
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Search Criteria
(continued)
Greater than,
Less than
Between
Or
Like
Description
Use to search based on the numeric contents of a field. For example, to search for recordings of calls that were on hold for more than 10 minutes, add the criteria “Hold Time Greater than 10”.
Use to search based on a range of values for a field. For example, to search for recordings of calls that lasted more than 10 but less than 20 minutes, add the criteria “Call Duration
Between 10 and 20”.
Use to search for recordings based on two or more values for a field. For example, to search for recordings of calls from several callers, add a criteria like “From Or Nancy Jones OR Pete
Smith OR Irene Orleans”.
Use to search based on wildcard characters that represent one or more characters.
Use a question mark (?) to represent a single alphanumeric character. For example, to search for recordings of calls from the 617 area code and 555 exchange, add the criteria,
“Number Like 617555????”.
Use an asterisk (*) to represent one or more alphanumeric characters. For example, to search for recordings of calls from anyone with a first name of Nancy, add the criteria “From
Like Nancy”.
You can combine wildcard characters in a single search criteria. For example, to search for recordings from calls from an area code that begins with 8 and has the 555 exchange, add the criteria “Number Like “8??555*”.
Note that if you want to search for the actual character * or ?, use the Equals or Does not
equal condition.
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Tab
Value
Field
Search Criteria
(continued)
Contains
Description
Use to search based on a portion of a field. For example, to search for recordings of calls where 555 appears anywhere in the number, add the criteria “Number Contains 555”.
Field contents for which to search. Note that when searching on the contents of a time-based fields (Call Duration, Hold Time, and so forth), the value is always entered in minutes.
Saving Your Current Search
There are two ways to save your current search criteria in order to search using the same criteria at a later time:
1. In the Search Archived Recordings dialog, click
Save As
.
-or-
In the Browser, click on the toolbar.
The Save Search As dialog opens.
2.
Enter a name for your search
and then click
Save
.
Loading a Saved Search
To load a saved search, select it in the drop-down list on the toolbar. To change the search criteria for a saved search, select it and then choose
Tools > Find
. The Search Archived
Recordings dialog opens where you can make your changes.
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Managing Individual Recordings
Mailbox recordings that match your search criteria are displayed in the Browser.
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The following information is displayed for each recording:
• If , recording has been flagged for follow-up.
• Identifies the recording type:
•
•
Voice message
Call recording
• Server. Wave Server from which the recording was archived.
• Mailbox. User’s mailbox folder from which the recording was archived. If you restore the recording, it will be returned to this mailbox.
• From. Name of the person who placed the call. On incoming calls, “Unknown” is displayed unless the user identified the caller as a contact. On outgoing calls, this column contains the user’s name.
• Received. Date and time when a voice message was left, or a call recorded.
• Length. Length of the recording in minutes:seconds format.
• Number. On incoming calls, the extension, Caller ID name and number (if available), or external number that was dialed. On outgoing calls, the extension or external number that was dialed.
• Created. Date and time when the mailbox recording was archived.
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• Custom Data. Custom data, if any, associated with the call.
• Notes. Starting text of any notes added to a voice message or call recording via the Call
Monitor or Call Log. The complete notes appear in the Call Notes pane at the bottom of the
Browser. For a call recording, Wave automatically adds information about the stations and/or trunks involved in the call.
If you make changes to Call Notes via the Archived Recording Browser, those changes are included if you restore the recording to its original Inbox or other folder, but the Call
Log notes remain unchanged.
• Archive Notes. Notes added to the archived recording via the Archived Recording Browser.
Archive notes are maintained only in the archive, and are not included if the recording is restored to its original Inbox or other folder.
Acting on Archived Call Recordings
To act on archived recordings:
1. Adjust the display in any of the following ways:
• Click on any column heading to sort the search results on that column. You can type characters or words to jump to the first matching record in the sorted column that begins with that text.
• Enter a number in the Recordings text box at the top right of the Browser and press
Enter
to go to that entry in the list. Use the search results.
buttons to browse through the
• To change the number of entries displayed per page, choose
Tools > Options
. In the
Options dialog, enter the
Number of recordings to display per page
.
2. Click an archived file to select it. You can perform the following actions on a selected file:
•
Play. Double-click any column except the first column to play the recording, or use
the audio controls at the bottom of the Browser.
To set a bookmark while listening to a recording, click and drag the orange triangle
under the progress indicator at the bottom of the Browser. The next time that you play the recording, playback will start at the bookmark location.
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•
Open Call Log Details.
Click on the toolbar to view details about the Call
Log entry associated with the mailbox recording.
Note: You can view Call
Log details for all call recordings, and for voice messages that were left by a caller via the Wave telephone commands.
Internal voice messages will only have associated
Call Log details if internal
(station-to-station) call logging is turned on via
Tools > System Settings >
Call Log tab in the TV Admin applet in the Wave Remote Management Console.
Voice messages sent directly to a user’s voice mailbox by another user via ViewPoint do not have any associated Call Log details.
• Flag recording. Double-click the first column for a recording to flag the selected recording for follow up. Double-click it again to remove the flag. (You can also use the
Flag this recording for follow-up
checkbox for the selected recording.)
• Add notes. To add new notes or edit existing notes to the selected recording, type in the
Call
Notes
or
Archive Notes
panes.
• Restore recording. Click on the toolbar to move the selected recording back to the mailbox from which it was archived. It also stays in the archive until purged.
• Export recording. Click , one of the audio controls at the bottom of the Browser, to export one or more selected recordings to a location on a hard drive other than the folders from which they were archived. (Exported recordings are not deleted from the archive folder.)
• Refresh. Click on the toolbar to refresh the list of mailbox recordings displayed in the
Browser.
• Delete recording. Click on the toolbar to delete one or more selected recordings from
the archive folder. (To delete recordings based on criteria that you set, see “Purging
Archived Recordings” on page A-12.)
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Checking the Archive for Missing Audio Files
When you check the archive for missing audio files, all archive database entries that do not have a corresponding audio file in the archive folder are deleted from the database.
To check the archive for missing audio files:
1. Choose
Tools > Check Archive
.
Note:
If this option is not available, ask your Wave system administrator to grant you Archive Admin privileges.
2. Click
OK
at the warning message to check the archive.
Purging Archived Recordings
You must have Administrator privileges to perform this operation. When you purge archived recordings, all mailbox recordings in the archive folder that match the criteria that you set are deleted permanently, as well as the corresponding archive database entries.
To purge archived recordings:
1. Choose
Tools > Purge Recordings
.
Note:
If this option is not available, ask your Wave system administrator to grant you Archive Admin privileges.
The Purge Archived Recordings dialog opens:
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2. Specify the recordings that you want to delete from the archive. Selecting recordings to purge works the same as using the Basic tab to search for recordings. See “Search Criteria” on page A-5 for a description of each field.
3. Click
Delete
to purge mailbox recordings that match your criteria from the archive. Click
OK
at the warning message to confirm the purge.
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Appendix B
Logging On with Command-Line Switches
Appendix Contents
About Viewpoint Command Line Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1
ViewPoint Command Line Switch Reference . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1
About Viewpoint Command Line Switches
You can add various switches to the command line that ViewPoint shortcut uses to start
ViewPoint. To change the command line, right-click ViewPoint shortcut icon, choose
Properties
, and then click the Shortcut tab. The
Target
field shows the command line.
Add switches to the end of the command line (after the quote mark) with a space before the switch. You can add multiple switches separated by spaces. For example:
“C:\Program Files\Vertical Wave\ViewPoint\Vertical.Wave.ViewPoint.exe” /Server:Wave
/station=77
ViewPoint Command Line Switch Reference
The ViewPoint command line switches include the following:
•
/allowmultiple
. Enables you to run multiple instances of ViewPoint at the same time on your computer.
•
/Server
. Syntax: /server:<servername>. Example: /server:Wave. Runs ViewPoint against a specific Wave Server on your network. This is useful when you want to have one
ViewPoint session using a Server other than the one your ViewPoint runs against by default.
•
/user /password
. Syntax: /user:<username> /password:<password>. Example:
/user:Neil Pratt /password:2112
. (The two switches can be used separately.) Use to automatically log on to ViewPoint as a specific user. With both /user and /password present, ViewPoint skips the Logon dialog.
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•
/language.
Syntax: /language=<language directory name>. Changes the ViewPoint interface language to any installed language. (A list of installed languages appears in the
Language
drop-down in the ViewPoint Log On dialog box. See page 2-4). Specify one of
the language directory names found in your C:\Program Files\Vertical Wave\ViewPoint directory. For example, the four languages installed with ViewPoint 1.5 are
de
(Deutsch),
es
(Espanol),
fr
(Francias), and
fr-ca
(Francais - Canada). You would use /language=de to start ViewPoint with a German (Deutsch) language interface.
•
/station
. See the next section, “Using the /station command.”
Using the /station command
The /station command associates ViewPoint with a specific phone. You can use this switch to set up various ViewPoint shortcuts for different phones, so you don’t have to wait for ViewPoint to launch, then choose
File > Use a different station
, and wait for it to launch again.
Syntax
/station:<station number/default station>
For <station number>, specify a station ID, for example /station:77.
For <default station>, enter either of the following: /station:default ; /station:-1.
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Appendix C
Reporting Problems
Appendix Contents
Reporting a Problem that Involves a Specific Call. . . . . . . . . . . . . . . . . . . . . . . .C-2
About the Problem Report Wizard
If you experience a problem with one of the Wave workstation applications—ViewPoint, the
Contact Center Reporter, the Contact Manager Assistant, the TAPI Service Provider, or the
Archived Recording Browser—report the problem to your Wave system administrator by using the Problem Report Wizard. The Problem Report Wizard is a tool that collects appropriate log files and prompts you for information that can help solve the problem.
The Problem Report Wizard creates a problem report package as a ZIP file in the location of your choice. You can then send the ZIP file to your Wave system administrator.
To prevent ZIP files from being overwritten, the Wizard gives each problem report package a unique name based on your company name and a unique sequence number, as shown in the following example.
The Wizard increments the sequence number in the file name each time it creates a new problem report package.
Release 1.5
Wave ViewPoint User Guide
January 2009
Reporting a Problem that Involves a Specific Call C
-
2
Appendix C: Reporting Problems
Reporting a Problem that Involves a Specific Call
If you encountered a problem that involved a call, there are two ways to report it:
From an Active Call in the Call Monitor
1. Select the problem call in the Call Monitor.
2. Choose
Actions > Report a Problem
. The Problem Report Wizard opens with details about the call already entered.
3. Complete the Problem Report Wizard screens.
From a Call Record in the Call Log
1. In ViewPoint, go to the Call Log folder and select the call during which the problem occurred.
2. Choose
Actions > Report a Problem
. The Problem Report Wizard opens with details about the call already entered.
3. Complete the Problem Report Wizard screens.
Reporting Other Problems
If your problem does not involve a specific call, run the Problem Report Wizard as follows:
1. Do one of the following:
• From ViewPoint, choose
Help > Report a Problem
.
• Run the file C:\Program Files\Common Files\Vertical\Wave\TVPRWizard.exe.
2. Answer the questions presented in each Wizard window.
3. Optionally, check
Send Problem Report Package via e-mail
in the final window to e-mail the problem report package to your Wave system administrator. It can be helpful to include in your e-mail the time at which the problem occurred, as closely as you can identify it.
Note: Because a problem report package can be large, after you send it to your Wave system
administrator, you should delete it from your system to regain disk space.
Release 1.5
Wave ViewPoint User Guide January 2009
Index
Symbols
*50 (select Available personal status)
,
F11 (return your last call)
,
F12 (redial your last call)
,
, (comma, for pauses in page strings)
,
Numbers
0 (transfer to Operator) changing destination of transfer
,
from greeting
,
from routing list
,
while on hold with Pause and Repeat
,
A
accessing Wave
,
account codes entering for contacts
,
account codes, entering during a call
,
using the dial bar
,
when placing a call
,
Act!
,
active greeting
,
active routing list
,
All tab in Extensions list
,
answering calls
Call Monitor folder commands answer
,
answering calls, opening
Call Monitor automatically
,
archive database, checking for missing audio files
,
Release 1.5
Wave ViewPoint User Guide
Archived Recording Browser about
,
acting on recordings
,
adding notes to recordings
,
browsing search results
,
changing number of entries per page
,
checking archive for missing audio files
deleting recordings
,
exporting recordings
,
flagging recordings for follow-up
loading saved search
logging on
,
managing recordings
opening Call Log details for recordings
A-11 playing recordings
,
purging recordings
,
refreshing search results
,
A-11
restoring recordings to Servers
running
,
A-2 saving current search
,
sorting search results
,
specifying search criteria
,
A-5 archived recordings
managing individual recordings , A-9
purging ,
searching for ,
archived voicemail
,
7-3 associating
from voicemail
,
audio controls, using
,
audio output, changing
,
2-9
January 2009
Index
B
C
callback number, using to identify contacts
caller ID
including with pager notification
selecting name or number as contact
calling back
Call Log folder
associating a call with a contact
viewing additional call details
Call Monitor folder
commands
send incoming call to voicemail
unpark
,
5-11
Release 1.5
Wave ViewPoint User Guide
double-clicking in
,
5-5
ownership of calls in
panes in
,
5-3
tabs overview
,
5-2
call notification of voicemail
call ownership
,
5-5
call rules overview
,
11-1 creating
organizing by priority
,
Call Rules window
,
calls answering
,
5-6
checking a phone number to dial
conferencing
,
6-7
disconnecting without hanging up
forwarding as displayed in Extensions list
,
4-1 prompting for password
,
prompting to accept or decline
status bar button for
,
2-9 turning on or off
,
and voicemail
,
handling differently when busy
handling individual ones differently
hold
,
5-7
parking
,
5-11
IND-2
January 2009
Index overview
,
6-1
from other contact manager applications
quickly from ViewPoint folders
,
6-5 to contacts
,
6-3 to extensions
to My Numbers
using the toolbar’s dial field
recording
,
5-10
selecting in Call Monitor
,
taking notes on
,
5-9 transferring
,
5-8
unparking
,
5-11 call waiting customizing
,
12-4 turning off
,
coaching users’ calls
columns moving and resizing
,
12-9 showing and hiding
,
sorting by
,
12-9
creating
,
6-7
contacts overview
,
10-1
adding and deleting phone numbers for
identification
,
10-8
associating "Unknown" callers with
benefits of recognition
,
10-7 default phone number
,
deleting phone numbers used for identification
,
10-9 entering
,
10-3
IND-3 entering phone numbers for
,
identifying by caller ID
,
importing and exporting
,
in other contact manager applications
,
PINs for
,
placing calls to
,
private and public
,
recording voice titles for
,
searching for
,
telephone prompt language for
,
Contacts folder adding as a pane in Call Monitor
,
double-click behavior in
,
copying and pasting ViewPoint items
,
CSV files, importing and exporting
,
custom data, viewing
,
custom hours, for call rules
,
D
default phone number, for contacts
,
default station, changing
,
Deleted folder
,
deleting ViewPoint items
,
deleting voicemail
,
dial bar
,
dial-by-name, customizing your listing in
,
disconnecting calls without hanging up
,
distribution algorithms for routing calls to groups
,
documentation
,
drag-and-drop, in ViewPoint
,
drag-and-drop transferring
,
Release 1.5
Wave ViewPoint User Guide
January 2009
Index
E
E, special character in page strings
e-mail notification of voicemail
ending calls without hanging up
exporting
Extensions list
adding as pane in Call Monitor
F
final actions in routing lists
folders
IND-4 forwarding calls
as displayed in Extensions list
prompting to accept or decline
G
greetings
used with
groups
setting to appear as Extensions list tab
Release 1.5
Wave ViewPoint User Guide January 2009
Index
H
Help, online
,
hiding columns
,
hold putting calls on
,
retrieving from other phones (call parking)
,
I
I, special character in page strings
,
identifying contacts adding and deleting phone numbers for
,
by caller ID
,
by PIN
,
importing contacts
,
voice files
,
J
joining users’ calls
,
L
L, special character in page strings
,
language, changing
,
logging on as a visitor
,
changing default station
,
skipping
,
to ViewPoint with another phone
,
with command line switches
,
with new options
,
logging on to ViewPoint
,
IND-5
M
menu bar
,
message waiting light, enabling and disabling
,
Microsoft Outlook
,
monitoring users’ calls
,
My Numbers entering
,
placing calls to
,
My Phone tab in Call Monitor
,
N
names of callers displayed in Call Monitor
,
playing caller’s over speakers
,
playing caller’s over speakers automatically
,
yours in dial-by-name directory
,
navigation pane
,
notes adding to active calls
,
adding to calls in Call Log
,
adding to voicemail
,
notifications of new voicemail
,
O
online Help
,
Operators changing your personal one
,
customizing ViewPoint for
,
Options dialog box, guide to
,
orbit number
,
Outlook
,
ownership of calls in the Call Monitor
,
Release 1.5
Wave ViewPoint User Guide
January 2009
Index
P
pager notification of voicemail
page string, special characters for
panes
parked calls, Call Monitor tab for
password
prompting for in routing lists
prompting for when forwarding calls
resetting if you have turned off
Pause and repeat, routing list final action
personal status
phone
phone notifications for new voicemail
placing calls
from other contact manager applications
quickly from ViewPoint folders
IND-6 priority
private
prompts
changing language of for contacts
for password with call forwarding
for password with routing lists
to accept or decline calls from routing lists
to accept or decline forwarded calls
to callers following routing lists
public
R
recordings, how to make and play
ringer, customizing duration of ringing
Release 1.5
Wave ViewPoint User Guide January 2009
Index routing lists overview
,
active
,
caller options while following
,
creating
,
final actions for
,
greetings and final actions
,
prompting for password
,
prompting to accept or decline
,
routing calls to groups
,
Standard
,
when station is busy
,
Routing Lists folder
,
Routing List Wizard, using
,
S
scheduling call rules
,
notifications of voicemail
,
screening calls
,
voicemail
,
screen-pops for calls
,
searching for contacts
,
Server, changing ViewPoint’s
,
showing columns
,
speakers, audio output from
,
Speed Dial command
,
Standard routing list
,
status bar
,
stutter dial tone, turning on and off
,
supervised transfers
,
supervising users’ calls
,
support, technical
,
System Hold Greeting
,
Release 1.5
Wave ViewPoint User Guide
IND-7
T
tabs in Call Monitor folder
,
in Extensions list
,
TAPI Service Provider overview
,
using from other contact manager applications
,
technical support
,
telephone commands, selecting language of
,
title bar, flashing on incoming calls
,
toolbar overview
,
dial field on
,
transferring calls
,
using drag-and-drop
,
triangles in audio controls
,
U
"Unknown" callers, associating with contacts
,
unparking calls
,
urgent voicemail
,
January 2009
Index
V
ViewPoint
starting using with command line switches
voice files
voicemail
listening to while caller leaves
voice titles
W
windows, opening folders in new
Wizard for routing lists, using
IND-8
Release 1.5
Wave ViewPoint User Guide January 2009
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