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Business Communications Solutions 9910 Irvine Center Drive Irvine, CA 92618 www.bcsconsultants.com [ m ] 949.333.1000 [ f ] 949.333.1001 VERT

10 Personal statuses (for Contact Center queue agents) In addition to the personal statuses described above, the personal

11 Choose Tools > Personal Status and then select a personal status. In the Personal Statuses folder, select a pers

12  Taking calls. Specifies whether you want calls to ring through to your phone or not when this personal status is acti

13 personal status In a Meeting, which applies your custom “Be Back Soon” greeting. When you return from the meeting and se

14 USING THE EXTENSIONS LIST Viewing Wave Extensions You can see all Wave extensions, along with information about the curr

15 • All tab. This tab displays all Wave extensions. Note that your Wave system may be configured to not show this tab. •

16 Each of these features requires that you have the appropriate Wave permissions assigned by your Wave administrator. Ask

17 Click Send to send your instant message. If the user is running ViewPoint and has the appropriate Wave permissions assig

18 4. Select the names of the conference participants to invite and then click OK. The invitees are automatically add

19 CALL MONITOR Using the Call Monitor Folder In the Wave ViewPoint, the Call Monitor folder is the visual counterpart to y

2 TABLE OF CONTENTS Logging on to Viewpoint …………………………………………………………………………………………. Change Viewpoint Login options ….…………………………

20 ` For most people, the Call Monitor folder contains two tabs, called My Phone and All. You can optionally display other

21 Call Monitor folder panes The Call Monitor folder contains the following panes that you can hide or show: The Phoneboo

22 Selecting and acting on a call in the Call Monitor Click a call in the Call Monitor folder to select it. After it is se

23 Taking the call If you are already on another call, select the incoming call and choose Actions > Take Call. Your cur

24  If you’re using a digital feature phone with multiple line appearances, you do not hear dial tone after putting a cal

25 5. Click OK. If you selected Blind or to Voicemail, the transfer is completed and the call disappears from your Call Mo

26 To answer a parked call from any ViewPoint program 1. Click Tools > Unpark. The Unpark dialog opens. 2. Select the

27 When the call is complete, you can view or edit the notes for the call in the Call Log folder. If the call is recorded o

28 To play a call you just recorded 1. Go to your Voicemail \ Inbox folder, or open another mailbox if your system is set

29 PLACE CALL TO DIALOG The Place Call To dialog visually guides you to place a call. It is not as efficient as using the D

3 VIEWPOINT USER GUIDE LOGGING ON TO VIEWPOINT To use ViewPoint, you must log on using a valid Wave user account. Ask you

30 Note: If you are using the ViewPoint Softphone, try the following troubleshooting tips if your phone does not ring when

31 Voice messages have the following display attributes: Bold text indicates a new (Unheard) message. FW: in the Fro

32 You can also attach a recording of your own at the beginning of the forwarded message. For example, “Bob, this is Jim.

33 To delete a message permanently, hold down the Shift key while you choose the Delete command. A message is also deleted

34 The Greetings folder contains three sections: The Greetings list. Your existing greetings appear here. The Notes P

35 To rerecord or edit an existing greeting, double-click the greeting in the Greetings folder and edit the greeting by us

36 Note: The Call Details dialog shows current information about the parties in the call, while the Call Log folder shows t

37 Click Extensions and select an extension on the list. You can also select an auto attendant, IVR Plug-in, or Group.

38 The call announcing prompt loops, so you might not hear it from the beginning when you pick up the phone. Press any key

39 Contacts folder displays all items whose first or last name begins with the entered text. Private and public contacts In

4 CHANGE VIEWPOINT LOGIN OPTIONS To change ViewPoint login options 1. Start ViewPoint as described in the previous secti

40 contact, which only you can see and use. 3. Enter the appropriate information about the contact in the First Name, Last

41 5. Click OK to close the Contact dialog. The new contact now appears in the Contacts folder. SYNCHRONIZING WAVE VOICE M

42 • Via your e-mail program. See its documentation for details. About potential conflicts between Wave Mail and Exchange

43 to configure your Wave mailbox. If you perform these steps in ViewPoint as described below, your Wave system administrat

44 CONTACT CENTER REQUIREMENTS To run the Contact Center Reporter, you need the following: Microsoft Excel 2003 SP3 o

45 BCS INFORMATION CONTACT INFORMATION (Mon-Fri 8am-5pm) Main: (949) 333-1000 [email protected] Main Fax:

46 MY INFORMATION NAME: EXTENSION: DIRECT #: PASSWORD: NOTES:

5 • Integrated Secondary Softphone. Select this option to log on to ViewPoint using the ViewPoint Softphone as a secondary

6 NAVIGATION PANE Use the navigation pane, on the left side of the ViewPoint window, to switch between ViewPoint’s folders.

7 Note: If you are a Contact Center agent, clicking this spot on the status bar displays a dropdown list so you can specify

8 Double-click a personal status to view its properties. A personal status consists of the following: A personal statu

9 A collection of preferences that determines how your incoming calls are handled. Each personal status consists of the f