Vertical Wave Guía de usuario

Wave IP 3.0Wave ViewPoint User Guide Release 3.0 October 2012

1-4ContentsWave ViewPoint User GuideSending a call to voicemail - - - - - - - - - - - - - - - - - - - - - - - - - 5-16Playing a caller's name

Commands while you’re on a call 5-16Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideUnparking a callYou can retrieve a pa

Commands while you’re on a call 5-17Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideEntering an account code for a callWh

Incoming call indicators 5-18Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideTo gather logs for all flagged calls1. At a

Sharing your Call Monitor folder 5-19Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideSharing your Call Monitor folder You

Sharing your Call Monitor folder 5-20Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideViewing shared callsWhen another use

Wave ViewPoint User GuideChapter 6Placing Calls in ViewPointCHAPTER CONTENTSPlacing a callViewPoint provides the following ways for you to place calls

Placing a call 6-2Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuidePlacing calls with the phone on- or off-hookWhen placing calls from Vi

Placing a call 6-3Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideUsing the Place Call To dialogThe Place Call To dialog visually guides

Placing a call 6-4Chapter 6: Placing Calls in ViewPointWave ViewPoint User Guide•Click Extensions and select an extension in the list. The list is ide

Placing a call 6-5Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideEntering My NumbersYou can store your own phone numbers in your Wave a

1-5ContentsWave ViewPoint User GuideListening to your voice messages and call recordings - - - - - 7-4Listening to a voice message as it is being le

Placing a call 6-6Chapter 6: Placing Calls in ViewPointWave ViewPoint User Guide5. Select the Public checkbox to make the number publicly available. T

Placing a call 6-7Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideYou can quick-dial the following types of calls from ViewPoint folders

Checking a number 6-8Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuidePlacing calls using other contact managersYou can place calls by us

Redialing numbers and returning calls 6-9Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideRedialing numbers and returning callsYou can qu

Creating conference calls 6-10Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideAdding parties to a conferenceUse this procedure to start

Creating conference calls 6-11Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideAdding parties to a conference using drag-and-drop To drag

Supervising other users’ calls 6-12Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideEnding a conference callA conference call normally en

Supervising other users’ calls 6-13Chapter 6: Placing Calls in ViewPointWave ViewPoint User Guide• To coach, monitor, or join a call, at least one par

Using the ViewPoint Softphone 6-14Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideUsing the ViewPoint SoftphoneThe ViewPoint Softphone i

Using the ViewPoint Softphone 6-15Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideIn the ViewPoint Logon dialog:• To use the ViewPoint S

1-6ContentsWave ViewPoint User GuideChapter 8 Using the Call Log FolderThe Call Log folder - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Using the ViewPoint Softphone 6-16Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuidePlacing calls using the ViewPoint SoftphoneImportant:

Using a remote phone 6-17Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideUsing a remote phoneA Wave mobile extension allows your remote

Using a remote phone 6-18Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideUsing a remote phone without ViewPointThis section describes ho

Using a remote phone 6-19Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideUsing * commands from a remote phoneThe following * commands ar

Using a remote phone 6-20Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideHear Queue Statistics*55 Contact Center agents: Plays current

Using a remote phone 6-21Chapter 6: Placing Calls in ViewPointWave ViewPoint User GuideFor details on how to use a specific * code, see the Wave Phone

Release 3.0 October 2012

Wave ViewPoint User GuideChapter 7Managing Voice Messages in ViewPointCHAPTER CONTENTSAbout managing voice messages in ViewPointYou can manage your vo

About managing voice messages in ViewPoint 7-2Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideThe Messages folderThe Messages

About managing voice messages in ViewPoint 7-3Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideMessages foldersYou can store yo

1-7ContentsWave ViewPoint User GuideViewing shared contacts - - - - - - - - - - - - - - - - - - - - - - - - - - - 10-3Contacts folder tabs - - - -

Listening to your voice messages and call recordings 7-4Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideManaging thousands of

Handling your voice messages 7-5Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide• Open the contact record of the contact who l

Handling your voice messages 7-6Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideReplying to a voice messageReplying to a voice

Handling your voice messages 7-7Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideE-mailing a voice messageYou can e-mail a voic

Handling your voice messages 7-8Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideDeleting a voice message permanentlyTo delete

Handling your voice messages 7-9Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideAdding notes to a voice messageTo add written

Managing call recordings 7-10Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideManaging call recordingsThe following types of ca

Managing your voicemail maximums 7-11Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideTo set the maximum length for voice messa

Sending a message directly to a user’s voicemail 7-12Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideSending a message directl

Knowing when you have new voice messages 7-13Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideKnowing when you have new voice m

1-8ContentsWave ViewPoint User GuideHow Wave resolves call rule conflicts - - - - - - - - - - - - - - - - - 11-11Chapter 12 Customizing ViewPointAbo

Knowing when you have new voice messages 7-14Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideE-mail, pager, and call notificat

Knowing when you have new voice messages 7-15Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideTo set up voice mail notification

Knowing when you have new voice messages 7-16Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide5. To instruct Wave whether to at

Knowing when you have new voice messages 7-17Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide3. Select one of the following no

Knowing when you have new voice messages 7-18Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideSetting up call notificationsWave

Knowing when you have new voice messages 7-19Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide3. Select one of the following no

Knowing when you have new voice messages 7-20Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide3. Click Schedule. The Schedule N

Knowing when you have new voice messages 7-21Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide5. To base the notification times

Knowing when you have new voice messages 7-22Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideTo have the notification activate

Managing voicemail greetings 7-23Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide8. Click Add to add that date, with its selec

1-9ContentsWave ViewPoint User GuideSetting individual report options - - - - - - - - - - - - - - - - - - - - - - 13-8Using Excel tabs to view repor

Managing voicemail greetings 7-24Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideThe Greetings folderThe Greetings folder lets

Managing voicemail greetings 7-25Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideThe personal status default greetingThis icon

Managing voicemail greetings 7-26Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideRecording a new greetingTo record a new greet

Synchronizing Wave voice messages and contacts with your e-mail program 7-27Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide6.

Synchronizing Wave voice messages and contacts with your e-mail program 7-28Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideHo

Synchronizing Wave voice messages and contacts with your e-mail program 7-29Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide•

Synchronizing Wave voice messages and contacts with your e-mail program 7-30Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide3.

Synchronizing Wave voice messages and contacts with your e-mail program 7-31Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User GuideCo

Synchronizing Wave voice messages and contacts with your e-mail program 7-32Chapter 7: Managing Voice Messages in ViewPointWave ViewPoint User Guide4.

Wave ViewPoint User GuideChapter 8Using the Call Log FolderCHAPTER CONTENTSThe Call Log folderThe Call Log folder contains a record of all incoming an

1-10ContentsWave ViewPoint User GuideSaving your current search - - - - - - - - - - - - - - - - - - - - - - - - - - A-9Loading a saved search - - -

The Call Log folder 8-2Chapter 8: Using the Call Log FolderWave ViewPoint User GuideTo open the Call Log folder, click its entry in the navigation bar

The Call Log folder 8-3Chapter 8: Using the Call Log FolderWave ViewPoint User GuideCall Log folder columnsPress F1 to see a description of the column

The Call Log folder 8-4Chapter 8: Using the Call Log FolderWave ViewPoint User GuideCall Details Columns Column DescriptionIndicates the incoming and

The Call Log folder 8-5Chapter 8: Using the Call Log FolderWave ViewPoint User GuideDIDOn incoming lines, your Direct Inward Dial number if the caller

Taking notes on a Call Log entry 8-6Chapter 8: Using the Call Log FolderWave ViewPoint User GuideTaking notes on a Call Log entryBy clicking Notes in

Associating a call from “Unknown” with a contact 8-7Chapter 8: Using the Call Log FolderWave ViewPoint User GuideAssociating a call from “Unknown” wit

Entering an account code for a Call Log entry 8-8Chapter 8: Using the Call Log FolderWave ViewPoint User GuideEntering an account code for a Call Log

Reporting on the Call Log 8-9Chapter 8: Using the Call Log FolderWave ViewPoint User GuideReporting on the Call LogIf you want to create reports based

Release 3.0 October 2012

Wave ViewPoint User GuideChapter 9Call Forwarding and Routing ListsCHAPTER CONTENTSAbout call forwarding and routing listsVertical Wave provides two w

Wave ViewPoint User GuideChapter 1Introducing Vertical WaveCHAPTER CONTENTSAbout Vertical Wave ViewPointVertical’s award-winning Wave ViewPoint integr

Forwarding calls 9-2Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideForwarding callsTo turn call forwarding on:1. Choose Tools &g

Forwarding calls 9-3Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User Guide• To create a new contact, click to open a new Contact dial

Forwarding calls 9-4Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideYou can set any of the following options:•Prompt recipient to

Using routing lists 9-5Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideTurning forwarding on and off via the FWD buttonWhen your

Using routing lists 9-6Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideKeeping calls from “sticking” at voicemail in a series of

Using routing lists 9-7Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideThe Routing Lists folderThe Routing Lists folder lets you

Using routing lists 9-8Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideThe default routing listThis icon identifies the default p

Using routing lists 9-9Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideUsing the Routing List Wizard vs. the Routing List EditorW

Using routing lists 9-10Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideSetting a default routing list methodTo skip the Welcome

Using routing lists 9-11Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideCreating a routing list using the Routing List EditorTo c

Accessing Wave 1-2Chapter 1: Introducing Vertical WaveWave ViewPoint User GuideAccessing WaveYou can access Wave in any of the following ways. Each me

Using routing lists 9-12Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User Guide4. Click New Action to add a routing list action. The Edi

Using routing lists 9-13Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideNote: Calls routed to another extension do not follow ca

Using routing lists 9-14Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User Guide6. Click the Advanced tab to set additional options relat

Using routing lists 9-15Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User Guide• Prompt recipient for password. The person who answers t

Using routing lists 9-16Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideTo specify a final action, make the following choices• Pl

Using routing lists 9-17Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideHandling busy station calls differently than calls not an

Using routing lists 9-18Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideNote: If while you are on the phone you receive an incom

Using routing lists 9-19Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User Guide5. Under Method, choose one of the following ways to ring

Using routing lists 9-20Chapter 9: Call Forwarding and Routing ListsWave ViewPoint User GuideUsing greetings with routing list final actionsFor most r

Wave ViewPoint User GuideChapter 10Managing Contacts and GroupsCHAPTER CONTENTSAbout contact management and WaveViewPoint’s Contacts folder provides y

Feature comparison table 1-3Chapter 1: Introducing Vertical WaveWave ViewPoint User GuideUsing your phoneVoice prompts guide you to enter Wave phone c

The Contacts folder 10-2Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideThe Contacts folderTo open the Contacts folder, click its ico

The Contacts folder 10-3Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuidePublic contacts contained in the Public\Contacts folder and c

The Contacts folder 10-4Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideShowing, hiding, and reordering Contacts folder tabsTo show o

Managing contacts 10-5Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideManaging contactsYou can manage your contacts using Wave ViewPo

Managing contacts 10-6Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideEntering a contact's name and basic information1. Choose F

Managing contacts 10-7Chapter 10: Managing Contacts and GroupsWave ViewPoint User Guide5. In the Preferred telephone prompts drop-down list, select th

Teaching Wave to recognize your contacts 10-8Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideRecording a voice title for a contact1.

Teaching Wave to recognize your contacts 10-9Chapter 10: Managing Contacts and GroupsWave ViewPoint User Guide• Their names appear in the Call Log and

Teaching Wave to recognize your contacts 10-10Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideTo view a contact's Incoming Calle

Teaching Wave to recognize your contacts 10-11Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideDeleting a number from the Incoming Cal

Wave ViewPoint User Guide© 2012 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and

Getting technical support 1-4Chapter 1: Introducing Vertical WaveWave ViewPoint User GuideGetting technical supportContact your Wave system administra

Teaching Wave to recognize your contacts 10-12Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideYou can teach Wave to recognize a calle

Teaching Wave to recognize your contacts 10-13Chapter 10: Managing Contacts and GroupsWave ViewPoint User Guide3. To associate this call with a contac

Teaching Wave to recognize your contacts 10-14Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideUnderstanding name and number on Caller

Opening contacts from within other folders 10-15Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideTo enter a contact PIN1. In the Conta

Using contacts maintained in another contact manager 10-16Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideYou can also install the Wa

Using ViewPoint Groups 10-17Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideImporting contacts into WaveYou can import contacts into

Using ViewPoint Groups 10-18Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuidePersonal and public GroupsGenerally, the Groups you will

Using ViewPoint Groups 10-19Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideCreating a GroupTo create a new Group1. Choose File >

Using ViewPoint Groups 10-20Chapter 10: Managing Contacts and GroupsWave ViewPoint User GuideNote: Contact Center queue and auto attendant extensions

Wave ViewPoint User GuideChapter 11Using Call RulesCHAPTER CONTENTSAbout call rulesWave call rules enable you to handle specific incoming calls differ

Wave documentation 1-5Chapter 1: Introducing Vertical WaveWave ViewPoint User Guide• Wave SIP Phone Quick Reference Guide. Provides instructions for u

About call rules 11-2Chapter 11: Using Call RulesWave ViewPoint User GuideDistinguishing which incoming calls activate the call ruleYou can distinguis

The Call Rules dialog 11-3Chapter 11: Using Call RulesWave ViewPoint User GuideExamples of how you can use call rules• Calls from your “Prospects” Gro

Creating a new call rule 11-4Chapter 11: Using Call RulesWave ViewPoint User GuideEnabling and disabling a call ruleTo disable a call rule, select it

Creating a new call rule 11-5Chapter 11: Using Call RulesWave ViewPoint User Guide2. Check either or both of the following options:•From people or Gro

Creating a new call rule 11-6Chapter 11: Using Call RulesWave ViewPoint User Guide5. Click Next. The Finish page of the Call Rule Wizard opens.6. Ente

Creating a new call rule 11-7Chapter 11: Using Call RulesWave ViewPoint User GuideFrom the This call rule will apply to drop-down list, choose one of

Creating a new call rule 11-8Chapter 11: Using Call RulesWave ViewPoint User GuideTo base the call rule’s activation on your system’s business hours,

Creating a new call rule 11-9Chapter 11: Using Call RulesWave ViewPoint User GuideTo have the call rule activate on one or more individual dates1. Cli

Quickly creating call rules for contacts or groups 11-10Chapter 11: Using Call RulesWave ViewPoint User GuideQuickly creating call rules for contacts

Call rule priority 11-11Chapter 11: Using Call RulesWave ViewPoint User GuideHow Wave resolves call rule conflictsWhen a call is subject to multiple c

Release 3.0 October 2012

Release 3.0 October 2012

Wave ViewPoint User GuideChapter 12Customizing ViewPointCHAPTER CONTENTSAbout customizing ViewPointYou can customize ViewPoint and your Wave account t

About customizing ViewPoint 12-2Chapter 12: Customizing ViewPointWave ViewPoint User GuideUse the following table to locate instructions for the field

Customizing phone behavior 12-3Chapter 12: Customizing ViewPointWave ViewPoint User GuideCustomizing phone behaviorThe options described in this secti

Customizing phone behavior 12-4Chapter 12: Customizing ViewPointWave ViewPoint User GuideRecording your voice titleA voice title is a short recording

Customizing phone behavior 12-5Chapter 12: Customizing ViewPointWave ViewPoint User GuideChanging the language of phone command promptsWave can play t

Customizing phone behavior 12-6Chapter 12: Customizing ViewPointWave ViewPoint User GuideCustomizing or turning off call waitingWith call waiting turn

Customizing phone behavior 12-7Chapter 12: Customizing ViewPointWave ViewPoint User GuideChanging your personal operatorA caller can always press 0 af

Customizing phone behavior 12-8Chapter 12: Customizing ViewPointWave ViewPoint User GuideCustomizing your listing in the dial-by-name directoryThe dia

Customizing phone behavior 12-9Chapter 12: Customizing ViewPointWave ViewPoint User Guide3. If you choose to be listed in the dial-by-name directory,

Wave ViewPoint User GuideChapter 2Using ViewPointCHAPTER CONTENTSAbout ViewPointViewPoint provides a central place to manage your calls, voicemail, co

Configuring the ViewPoint Softphone 12-10Chapter 12: Customizing ViewPointWave ViewPoint User Guide2. In Default ring duration: ___ seconds, enter the

Configuring the ViewPoint Softphone 12-11Chapter 12: Customizing ViewPointWave ViewPoint User GuideTo configure the ViewPoint Softphone1. Choose Tools

Configuring the ViewPoint Softphone 12-12Chapter 12: Customizing ViewPointWave ViewPoint User Guide3. In the Speaker phone settings section, enter the

Customizing incoming call behavior 12-13Chapter 12: Customizing ViewPointWave ViewPoint User GuideCustomizing incoming call behaviorYou can specify th

Customizing incoming call behavior 12-14Chapter 12: Customizing ViewPointWave ViewPoint User Guide2. Select one or more of the following options for a

Customizing voice message behavior 12-15Chapter 12: Customizing ViewPointWave ViewPoint User GuideCustomizing voice message behaviorYou can customize

Customizing voice message behavior 12-16Chapter 12: Customizing ViewPointWave ViewPoint User GuidePlaying a sound when a new message arrivesYou can pl

Customizing ViewPoint for operators 12-17Chapter 12: Customizing ViewPointWave ViewPoint User GuideCustomizing ViewPoint for operatorsIf you are an Op

Customizing the ViewPoint display 12-18Chapter 12: Customizing ViewPointWave ViewPoint User GuideChanging ViewPoint’s languageYou can change the langu

Customizing the ViewPoint display 12-19Chapter 12: Customizing ViewPointWave ViewPoint User GuideDefining double-click behavior in the Contacts folder

About ViewPoint 2-2Chapter 2: Using ViewPointWave ViewPoint User GuideInstalling ViewPointSee your Wave system administrator about installing ViewPoin

Customizing the ViewPoint display 12-20Chapter 12: Customizing ViewPointWave ViewPoint User GuideCustomizing columnsYou can choose to show or hide col

Other customization options 12-21Chapter 12: Customizing ViewPointWave ViewPoint User GuideMoving columnsTo move a column, click its header and then d

Other customization options 12-22Chapter 12: Customizing ViewPointWave ViewPoint User GuideDisplaying the Call Monitor folder automaticallyBring ViewP

Wave ViewPoint User GuideChapter 13Running Contact Center ReportsCHAPTER CONTENTSImportant: You can use the Contact Center Reporter to report on non-

About the Contact Center Reporter 13-2Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideNote the following:• You cannot run reports o

Running a report 13-3Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideRunning a reportThe following steps describe how to start the

Running a report 13-4Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideViewing report headers and footersYou must have a printer inst

Running a report 13-5Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideShared and local reportsReports can be either shared or local,

Setting Reporter options 13-6Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideBackups of original reportsBecause a user can accident

Setting Reporter options 13-7Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideTo set general Reporter options1. From the Reporter, c

About ViewPoint 2-3Chapter 2: Using ViewPointWave ViewPoint User Guide• If you are not logged on using a Windows administrator account. You are prompt

Setting Reporter options 13-8Chapter 13: Running Contact Center ReportsWave ViewPoint User Guide4. Under Criteria for counting outbound calls, use the

Using Excel tabs to view report results 13-9Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideUsing Excel tabs to view report results

Printing and scheduling reports with the Report Runner 13-10Chapter 13: Running Contact Center ReportsWave ViewPoint User GuidePrinting and scheduling

Printing and scheduling reports with the Report Runner 13-11Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideExamples of the shortcu

Printing and scheduling reports with the Report Runner 13-12Chapter 13: Running Contact Center ReportsWave ViewPoint User Guide3. On the “Report Optio

Available reports overview 13-13Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideAvailable reports overviewYou can produce the repor

Call Log report 13-14Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideCall Log reportThe Call Log report shows all the information t

Call Log report 13-15Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideFiltering Call Log data by columnTo filter the report by colum

Call Transfer report 13-16Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideCall Transfer reportThis report shows how many calls were

Grouped Service Level report 13-17Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideGrouped Service Level reportThis report shows wai

About ViewPoint 2-4Chapter 2: Using ViewPointWave ViewPoint User GuideNote: By default, the ViewPoint auto-update process is enabled for all ViewPoin

Outbound Call Comparison report 13-18Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideOutbound Call Comparison reportThe Outbound Ca

Outbound Calls by Phone Number report 13-19Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideOutbound Calls by Phone Number reportThi

Outbound Long Distance Summary report 13-20Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideOutbound Long Distance Summary reportYou

Outbound Long Distance Summary report 13-21Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideReading the Outbound Long Distance Summa

Unanswered Calls During Business Hours report 13-22Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideUnanswered Calls During Business

User Call Trends report 13-23Chapter 13: Running Contact Center ReportsWave ViewPoint User GuideUser Call Trends reportThe User Call Trends report dis

Release 3.0 October 2012

Wave ViewPoint User GuideChapter 14Using the ViewPoint Mobile AppCHAPTER CONTENTSThe ViewPoint Mobile App allows you to make and take calls and access

14-2Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Add parties to a conference, just as easily as if you were sitting at your de

14-3Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideMobile phones vs. tabletsThere are some differences in how mobile phones vs. ta

About ViewPoint 2-5Chapter 2: Using ViewPointWave ViewPoint User GuideUsing ViewPoint remotelyIf your office’s network is set up so you can log on rem

14-4Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideInstalling and using ViewPoint Mobile for iOSThis section describes the iOS ver

14-5Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideDownloading and configuring ViewPoint Mobile (iOS)1. From the iOS device, go to

14-6Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideConfiguring ViewPoint Mobile (iOS)Once the ViewPoint Mobile App has been downlo

14-7Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide2. For Wave Server Properties, enter:•Address. Wave Server’s IP Address or full

14-8Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideLaunching ViewPoint Mobile (iOS)To launch the ViewPoint Mobile App, tap its ico

14-9Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideLogging in to ViewPoint Mobile (iOS)Logging in for the first timeWhen you launc

14-10Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Server Port defaults to 50070. If your Wave administrator has changed the Vi

14-11Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideNavigating the ViewPoint Mobile App (iOS)When the ViewPoint Mobile App launche

14-12Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTap More to access additional views:• Call Log. See page 14-34.•Chat. See page

14-13Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideViewing and managing user lists (iOS)In the Users view, tap one of the followi

About ViewPoint 2-6Chapter 2: Using ViewPointWave ViewPoint User GuideUsing the ViewPoint SoftphoneThe ViewPoint Softphone is software included with V

14-14Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideThe following is displayed for each favorite:•Picture, if one is available.•St

14-15Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideIn the Select Target screen, do one of the following:• To add a user to your F

14-16Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideYou can navigate through the Users list in any of the following ways:• Tap the

14-17Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideThe following is displayed for each user:•Status. The user’s current personal

14-18Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTap on a user to open the User Details screen:Tap at the top of the screen t

14-19Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTo send an instant message, type your message in the window that opens, and th

14-20Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideUsing and managing your Contacts list (iOS)Important: The contacts displayed

14-21Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTap a contact to view or change contact details. Tap at the top of the scree

14-22Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideMaking a call (iOS)You use the Dialpad to enter a phone number to make a call.

14-23Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Tap to add the number as entered at the top of the screen to your Contacts

Logging on to ViewPoint 2-7Chapter 2: Using ViewPointWave ViewPoint User GuideYou must have audio playback and capture devices (microphone, speakers,

14-24Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideThe following information and controls are displayed for each call:• Status. I

14-25Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Tap for available call control actions.. Release 3.0 October 2012

14-26Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Tap to open a keyboard at the bottom of the screen to type call notes: Rele

14-27Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Swipe a row from left to right to get a toolbar of quick call controls: • Ho

14-28Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Transfer. Transfers the call. You use the next screen to select the extensi

14-29Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Conference. Creates a conference call.• Record. Records the call.• Disconne

14-30Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideViewing and acting on your voice messages (iOS)The Messages view displays your

14-31Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideIn the following example, there is one voice message in the user’s Saved folde

14-32Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Tap to reply to, forward, or e-mail the voice message. Release 3.0 October

14-33Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Tap to display voice message details:• Tap to play the voice message.• Tap

Wave ViewPoint User GuideRevision HistoryRelease Date Documentation Changes Page No.3.0 10/12 GENERAL RELEASEThe ViewPoint Mobile App now allows you t

Logging on to ViewPoint 2-8Chapter 2: Using ViewPointWave ViewPoint User Guide5. If you check Automatically log on as this user, anyone at your comput

14-34Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideViewing your Call Log (iOS)The Call Log displays your call history.•Tap Incomi

14-35Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideThe following information and controls are displayed for each call:•Call direc

14-36Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideInstant Messaging (iOS)Tapping Chat opens the Conversations screen. The follow

14-37Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideSetting options (iOS)Once the ViewPoint Mobile App has been downloaded, instal

14-38Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Personal Status. Tap the icon to change your personal status.•Incoming Call

14-39Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideThis option provides the best experience—calls will ring your desk phone, whil

14-40Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• For Calls Use. Choose one of the following options to indicate your preferre

14-41Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideInstalling and using ViewPoint Mobile for AndroidThis section describes the An

14-42Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideDownloading and installing ViewPoint Mobile and widget (Android)Note: Most of

14-43Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide2. Tap Download ViewPoint Mobile. If you continue, you are agreeing to all of

Logging on to ViewPoint 2-9Chapter 2: Using ViewPointWave ViewPoint User GuideDisabling automatic logonThe automatic logon feature allows you to skip

14-44Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideInstalling the ViewPoint Mobile widget (Android)The ViewPoint Mobile widget is

14-45Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide4. Scroll through the list to the ViewPoint widget, and tap it to add it to yo

14-46Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideUsing the ViewPoint Mobile widget (Android)Using the widget, you don’t need to

14-47Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideChanging your personal status (Android)1. In the widget, tap the Personal Stat

14-48Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideLogging in to ViewPoint Mobile (Android)Logging in for the first timeWhen you

14-49Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideCall Settings• For Phone Number, enter the 10-digit number of the mobile devic

14-50Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideCall and voice message notifications (Android)A white V-logo indicates a call

14-51Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideYou change these settings via Advanced Settings. See page 14-80.• Voicemail do

14-52Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideYou can go to another view by tapping an icon in the ViewPoint Mobile toolbar

14-53Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideManaging your Favorites list (Android)The Favorites list displays all of the u

Logging on to ViewPoint 2-10Chapter 2: Using ViewPointWave ViewPoint User GuideUsing ViewPoint with a different phone, Wave Server, or languageThere m

14-54Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTo add a favorite to the list:1. Tap at the bottom of the screen. The Select

14-55Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideViewing and using the Users list (Android)You can see all Wave extensions, alo

14-56Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideYou can navigate through the Users list in any of the following ways:• Tap the

14-57Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTo send an Instant Message to a user:1. Tap Send Instant Message to IM the use

14-58Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideUsing and managing your Contacts list (Android)Important: The contacts displa

14-59Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTap a contact to view or change contact details. Tap at the top of the scree

14-60Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideMaking a call and acting on your current calls (Android)Tap Calls on the ViewP

14-61Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideMaking a call (Android)Important: The ViewPoint Mobile Dialpad is only used f

14-62Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideViewing and acting on your current calls (Android)When you are on a call, you

14-63Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideActions that you can perform on a call (Android)End Call. Tap to hang up the c

Logging on to ViewPoint 2-11Chapter 2: Using ViewPointWave ViewPoint User GuideTo change ViewPoint login options1. Start ViewPoint as described in the

14-64Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTransferring a call (Android)To transfer a call1. While on an active call, pre

14-65Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideCreating a conference call (Android)There are two ways to create a conference

14-66Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideConferencing: Method 21. While on an active call, press .2. In the Conference

14-67Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide3. When you return to the Calls view, you can see the parties in the call:Repe

14-68Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideAdding notes to a call (Android)Tap to open a keyboard at the bottom of the s

14-69Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideViewing and acting on your voice messages (Android)To view your voice mail fol

14-70Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideUse the toolbar to act on the selected message:• Tap to forward the selected

14-71Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTap to play the message. You can use the controls to stop and restart messag

14-72Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideThe following information is displayed for each call:•Call direction. Indicate

14-73Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideInstant Messaging (Android)To view current IM conversations or start a new one

Logging on to ViewPoint 2-12Chapter 2: Using ViewPointWave ViewPoint User Guide• Station ID. To log on to ViewPoint using a different Wave phone, for

14-74Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideTo start a new IM conversation:1. Tap . 2. In the Send IM screen, select the n

14-75Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideAs your conversation progresses, all of the messages and replies are displayed

14-76Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideSetting options (Android)This section describes how to make changes via the Qu

14-77Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideMake any of the following changes:•Personal Status. Tap to change your persona

14-78Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideHere is an example of a push notification for a new call: This option provides

14-79Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• For Calls Use. Choose one of the following options to indicate your preferre

14-80Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideChanging advanced settings (Android)1. Tap Settings on the ViewPoint Mobile to

14-81Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User Guide• Mobile Alert. Select one or more of these options determine whether you will

14-82Chapter 14: Using the ViewPoint Mobile AppWave ViewPoint User GuideGathering relevant system logsThe system log files WCAPISVRxxx.log and Connect

Wave ViewPoint User GuideAppendix AUsing the Wave Archived Recording BrowserAPPENDIX CONTENTSAbout the Wave Archived Recording Browser The Wave Archiv

Logging on to ViewPoint 2-13Chapter 2: Using ViewPointWave ViewPoint User GuideSpecifying options for a remote numberIf you selected Remote number in

Running the Archived Recording Browser A-2Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuideRunning the Archived Recording

Searching for recordings A-3Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuideSearching for recordingsThe Archived Recordi

Searching for recordings A-4Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User Guide2. Do one of the following:•If your search o

Searching for recordings A-5Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User Guide4. When you are done specifying your search

Searching for recordings A-6Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuideLengthTo search for recordings of a specific

Searching for recordings A-7Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuideFieldField on which the search criteria is b

Searching for recordings A-8Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuideOrUse to search for recordings based on two

Searching for recordings A-9Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuideSaving your current searchThere are two ways

Managing individual recordings A-10Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuideManaging individual recordingsMailbox

Acting on archived call recordings A-11Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User Guide• Number. On incoming calls, the

Logging on to ViewPoint 2-14Chapter 2: Using ViewPointWave ViewPoint User GuideUsing ViewPoint with another station IDMost Wave users have a default s

Acting on archived call recordings A-12Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User Guide2. Click an archived file to sele

Checking the archive for missing audio files A-13Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User Guide• Add notes. To add new

Purging archived recordings A-14Appendix A: Using the Wave Archived Recording BrowserWave ViewPoint User GuidePurging archived recordingsYou must have

Wave ViewPoint User GuideAppendix BLogging On with Command-Line SwitchesAPPENDIX CONTENTSAbout ViewPoint command-line switchesYou can add various swit

ViewPoint command-line switch reference B-2Appendix B: Logging On with Command-Line SwitchesWave ViewPoint User GuideExample:The four languages instal

ViewPoint command-line switch reference B-3Appendix B: Logging On with Command-Line SwitchesWave ViewPoint User GuideAssociating ViewPoint with a spec

Release 3.0 October 2012

Wave ViewPoint User GuideAppendix CReporting ProblemsAPPENDIX CONTENTSAbout the Problem Report WizardIf you experience a problem with one of the Wave

Reporting a problem that involves a specific call C-2Appendix C: Reporting ProblemsWave ViewPoint User GuideReporting a problem that involves a specif

Reporting a problem that does not involve a specific call C-3Appendix C: Reporting ProblemsWave ViewPoint User GuideReporting a problem that does not

Logging on to ViewPoint 2-15Chapter 2: Using ViewPointWave ViewPoint User Guide• Use my default station. Your default station remains ViewPoint’s asso

Release 3.0 October 2012

Wave ViewPoint User GuideAppendix DTroubleshooting ViewPoint ProblemsThis appendix contains information that may be helpful when you are troubleshooti

D-2Appendix D: Troubleshooting ViewPoint ProblemsWave ViewPoint User GuideSolution:1. Start the General Settings applet.2. On the System tab, click Ap

Wave ViewPoint User GuideSymbols, (comma, for pauses in page strings), 7-17*50 (select Available personal status), 3-7F11 (return your last call),

Index-2Wave ViewPoint User Guideaudio output, changing, 2-22automatic logondisabling, 2-9Bbackup reports, 13-6beep, with call waiting, 12-6blind t

Index-3Wave ViewPoint User Guidedisconnecting without hanging up, 5-16e-mailing a message about, 5-13forwardingas displayed in Extensions list, 4-1

Index-4Wave ViewPoint User GuideDdefault personal status greeting, 7-25default phone number, for contacts, 10-7default routing list, 9-8default sta

Index-5Wave ViewPoint User GuideGGoldMine, 1-2greetingsoverview, 7-23active, 7-25e-mailing, 7-27for when you’re on the phone, 9-17hierarchy for,

Index-6Wave ViewPoint User Guidespecifying at logon, 2-10monitoring a call, 6-12My Numbersentering, 6-5placing calls to, 6-4My Phone tab in Call M

Index-7Wave ViewPoint User Guideusing the dial bar, 6-2priorityof call rules, 11-10of greetings, 7-25privatecontacts, 10-2folders, 2-31groups, 1

Logging on to ViewPoint 2-16Chapter 2: Using ViewPointWave ViewPoint User GuideTo change the ViewPoint display language1. In ViewPoint, choose Tools &

Index-8Wave ViewPoint User GuideSschedulingcall rules, 11-7notifications of voicemail, 7-19screeningcalls, 5-8voicemail, 5-9screen-pops for calls,

Index-9Wave ViewPoint User Guideurgent voicemail, 7-8usercoaching, 6-12User Call Trends report, 13-23usinginstant messaging with Wave, 4-4remote p

Index-10Wave ViewPoint User Guidesetting maximum length of, 7-10unheard, 7-8urgent, 7-8viewing contact record for, 7-7voicemail folder, 7-2sharin

Logging on to ViewPoint 2-17Chapter 2: Using ViewPointWave ViewPoint User GuideChanging your station, Wave Server name, or user name after logging onY

2.0 09/10 GENERAL RELEASEAdded section “What’s new in this version” that describes how to view a list of new ViewPoint features.1-1You can now choose

Exiting ViewPoint 2-18Chapter 2: Using ViewPointWave ViewPoint User Guide3. Use the following fields to change your password:•Old password. Enter your

Elements of the ViewPoint window 2-19Chapter 2: Using ViewPointWave ViewPoint User GuideElements of the ViewPoint windowThe following graphic shows a

Elements of the ViewPoint window 2-20Chapter 2: Using ViewPointWave ViewPoint User GuideThe ToolbarThe toolbar, directly under the menu bar in each fo

Elements of the ViewPoint window 2-21Chapter 2: Using ViewPointWave ViewPoint User GuideEach folder in the navigation pane gives you access to other r

Working in ViewPoint folders 2-22Chapter 2: Using ViewPointWave ViewPoint User Guide• Phone. If you see a Phone pane showing the name of another user,

Working in ViewPoint folders 2-23Chapter 2: Using ViewPointWave ViewPoint User GuideFor an overview of each folder, see the following table.Navigation

Working in ViewPoint folders 2-24Chapter 2: Using ViewPointWave ViewPoint User GuideConfiguration Selecting the Configuration folder gives you access

Working in ViewPoint folders 2-25Chapter 2: Using ViewPointWave ViewPoint User GuideWorking with multiple Viewpoint folders at the same timeYou can ha

Working in ViewPoint folders 2-26Chapter 2: Using ViewPointWave ViewPoint User GuideAdjusting the Phonebook Pane layout in the Call MonitorThe Phonebo

Working in ViewPoint folders 2-27Chapter 2: Using ViewPointWave ViewPoint User GuideDeleting voice messages and other itemsTo delete a voice message f

Wave ViewPoint User Guide1.5 SP3 09/09 SERVICE PACK RELEASETwo additional ViewPoint reports are now available on all systems with no licensing require

Working in ViewPoint folders 2-28Chapter 2: Using ViewPointWave ViewPoint User GuideDragging and dropping itemsYou can drag and drop one item onto ano

Working in ViewPoint folders 2-29Chapter 2: Using ViewPointWave ViewPoint User GuideContact Call Conferences the contact’s default number with the cal

Working in ViewPoint folders 2-30Chapter 2: Using ViewPointWave ViewPoint User GuideVoice Message Call Conferences the message sender with the callOpe

Organizing items in folders 2-31Chapter 2: Using ViewPointWave ViewPoint User GuidePrinting items in foldersTo print the contents of a folder, choose

Organizing items in folders 2-32Chapter 2: Using ViewPointWave ViewPoint User GuideTo show, hide, or reorder columns in a ViewPoint folder1. Choose Vi

Organizing items in folders 2-33Chapter 2: Using ViewPointWave ViewPoint User GuideSorting the contents of a columnClick a column header to sort the i

Organizing items in folders 2-34Chapter 2: Using ViewPointWave ViewPoint User GuideEmptying the Deleted folderYou can delete an item from the Deleted

Sharing folders 2-35Chapter 2: Using ViewPointWave ViewPoint User Guide3. Choose one of the following options:•Remove all items when exiting. Deletes

Using the audio controls 2-36Chapter 2: Using ViewPointWave ViewPoint User GuideUsing the audio controlsWave’s audio controls make it easy to create r

Importing and exporting Wave items 2-37Chapter 2: Using ViewPointWave ViewPoint User GuideUsing voice message bookmarksYou can set bookmarks in voice

Wave ViewPoint User Guide1.0 10/07 GENERAL RELEASEInitial Release. ---Revision HistoryRelease Date Documentation Changes Page No. Release 3.0 October

Importing and exporting Wave items 2-38Chapter 2: Using ViewPointWave ViewPoint User GuideImporting and exporting contactsYou can import contacts into

Importing and exporting Wave items 2-39Chapter 2: Using ViewPointWave ViewPoint User Guide3. In File to Import, click Browse and select the CSV file t

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 rec

Importing and exporting Wave items 2-41Chapter 2: Using ViewPointWave ViewPoint User Guide2. Under Choose an action to perform, select Export Contacts

Release 3.0 October 2012

Wave ViewPoint User GuideChapter 3Using Personal StatusesCHAPTER CONTENTSAbout personal statusesYour personal status appears with your name in other V

About personal statuses 3-2Chapter 3: Using Personal StatusesWave ViewPoint User GuideTo view the available personal statuses, click Configuration in

About personal statuses 3-3Chapter 3: Using Personal StatusesWave ViewPoint User GuideA personal status consists of the following:•A personal status i

About personal statuses 3-4Chapter 3: Using Personal StatusesWave ViewPoint User GuideAvailable personal statusesFive personal statuses are available

About personal statuses 3-5Chapter 3: Using Personal StatusesWave ViewPoint User GuidePersonal statuses (for Contact Center queue agents)In addition t

Wave ViewPoint User GuideContentsContentsChapter 1 Introducing Vertical WaveAbout Vertical Wave ViewPoint - - - - - - - - - - - - - - - - - - - - - 1

About personal statuses 3-6Chapter 3: Using Personal StatusesWave ViewPoint User GuideAvailable (Non-Queue)This status makes you unavailable at the en

Selecting a personal status 3-7Chapter 3: Using Personal StatusesWave ViewPoint User GuideIf you are an agent in a Contact Center queue, note the foll

Modifying a personal status 3-8Chapter 3: Using Personal StatusesWave ViewPoint User GuideModifying a personal statusYou can modify personal statuses

Modifying a personal status 3-9Chapter 3: Using Personal StatusesWave ViewPoint User Guide• Where I am. Modifying this preference for a personal statu

Using personal status defaults 3-10Chapter 3: Using Personal StatusesWave ViewPoint User GuideUsing personal status defaultsSpecifying a default perso

Changing the personal status of another user 3-11Chapter 3: Using Personal StatusesWave ViewPoint User GuideTo set a personal status preference back t

Release 3.0 October 2012

Wave ViewPoint User GuideChapter 4Using the Extensions ListCHAPTER CONTENTSViewing Wave extensionsYou can see all Wave extensions, along with informat

Viewing Wave extensions 4-2Chapter 4: Using the Extensions ListWave ViewPoint User GuideThe Extensions list automatically updates in real time.Note:

Viewing Wave extensions 4-3Chapter 4: Using the Extensions ListWave ViewPoint User GuideExtensions list tabsThe Extensions list can optionally contain

1-2ContentsWave ViewPoint User GuideChanging your password - - - - - - - - - - - - - - - - - - - - - - - - - - 2-17Logging on with command-line sw

Placing calls to an extension 4-4Chapter 4: Using the Extensions ListWave ViewPoint User GuidePlacing calls to an extensionTo place a call to an exten

Using Wave IMpulse for instant messaging 4-5Chapter 4: Using the Extensions ListWave ViewPoint User GuideYou can recognize whether users are online or

Using Wave IMpulse for instant messaging 4-6Chapter 4: Using the Extensions ListWave ViewPoint User GuideAs your conversation progresses, all of the m

Using Wave IMpulse for instant messaging 4-7Chapter 4: Using the Extensions ListWave ViewPoint User GuideTo create an instant messaging conference1. R

Using Wave IMpulse for instant messaging 4-8Chapter 4: Using the Extensions ListWave ViewPoint User Guide4. Select the names of the conference partici

Wave ViewPoint User GuideChapter 5Receiving and Handling Calls in ViewPointCHAPTER CONTENTSUsing the Call Monitor folderIn the Wave ViewPoint, the Cal

Using the Call Monitor folder 5-2Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideThe following graphic illustrates the Vi

Using the Call Monitor folder 5-3Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideCall Monitor folder tabsFor most people,

Using the Call Monitor folder 5-4Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideShowing, hiding, and reordering Call Mon

Using the Call Monitor folder 5-5Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideCall Monitor folder panesThe Call Monito

1-3ContentsWave ViewPoint User GuideSetting personal status defaults - - - - - - - - - - - - - - - - - - - - - - 3-10Changing the personal status of

Displaying the Call Monitor folder automatically 5-6Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideDisplaying the Call M

Selecting and acting on a call in the Call Monitor 5-7Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User Guide4. To display the C

Commands while a call is ringing 5-8Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideExamples of calls that you can see, b

Commands while you’re on a call 5-9Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideSending the call to voicemailSelect th

Commands while you’re on a call 5-10Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User Guide• Parking a call. See page 5-15.• Sen

Commands while you’re on a call 5-11Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideTransferring a callThe Call Monitor f

Commands while you’re on a call 5-12Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User Guide4. In the Transfer field at the botto

Commands while you’re on a call 5-13Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideYou can also transfer calls more easi

Commands while you’re on a call 5-14Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideThe maximum length of a single record

Commands while you’re on a call 5-15Chapter 5: Receiving and Handling Calls in ViewPointWave ViewPoint User GuideAssociating a call with a contactUnid