Thank you for using TeleVantage 7.5! This document covers new features and known issues in TeleVantage 7 and 7.5. Features specific to version 7.5 are marked with 7.5!

For detailed TeleVantage instructions please refer to the on-line help and manuals Installing TeleVantage, Installing Intel Telephony Components, Administering TeleVantage, Using TeleVantage, TeleVantage Call Center Administrator's Guide, TeleVantage Enterprise Manager Installation & Administrator Guide, and TeleVantage Developer's Guide. The manuals are located in PDF format in the \manuals directory of the TeleVantage Master CD.

Contents of This Document
I. New End User Features
II. New Administrator, Hardware and System Features

I. New End User Features
New Phone and Voicemail Features
7.5! SIP phones connected to TeleVantage now can support multiple line appearances and Caller ID on call waiting. Administrators can enter the desired number of multiple lines on the Phone tab when editing a user.

7.5! The Conference button on SIP phones is now supported for performing 3-way conferencing using the phone's conference resources. For Aastra phone activation instructions, see "Enabling the Aastra phone's Conference button" in Chapter 14 of Administering TeleVantage.

7.5! The X-PRO SIP Softphone for Pocket PC v2.2 from CounterPath Solutions Inc. can now be used with TeleVantage, providing VoIP mobility for Pocket PCs running the Windows Mobile 2003 Operating System. For configuration instructions, see Chapter 14 in Administering TeleVantage. For more information about X-PRO Softphone, including supported Pocket PCs, see http://www.CounterPath.com/.

7.5! TeleVantage now supports the Vertical Aastra 480i CT IP phone, which consists of a telephone base station and separate cordless handset. For configuration instructions, see Chapter 14 in Administering TeleVantage. For more about using SIP phones with TeleVantage, see Chapter 5 in Installing TeleVantage.

TeleVantage now supports VoIP using SIP (Session Initiation Protocol) as well as H.323. Specifically TeleVantage supports a family of Vertical SIP desk phones, the CounterPath eyeBeam softphone, the full line of Sipura FXO and FXS ATA adapters for connecting analog stations, fax machines and trunks and SIP PSTN gateways supporting T1/E1/Analog trunks. In addition TeleVantage supports SIP trunking via www.broadvoice.com for full PSTN connectivity over just an Internet connection. For more information, see Installing TeleVantage and Chapter 14 of Administrating TeleVantage.

A family of Vertical SIP IP phones are now supported including the Vertical Aastra 480i, Vertical Aastra 9133i, and Vertical Aastra 9112i. These IP phones support Message waiting indicator, transfer, voice mail, hold, paging, intercom, voice-first answering, and more. See Installing TeleVantage for more information.

TeleVantage now supports legacy PBX digital phones from multiple manufacturers including a wide range of models from Toshiba, Avaya/Lucent, Nortel, Siemens, and NEC. The business class feature set previously supported on Toshiba digital phones (SDNs, PDNs, speed dials, multiple line appearances, direct transfer, etc) is also supported on these phones. For more information, see Installing TeleVantage and Administrating TeleVantage.

Busy Lamp Field (BLF) is now supported on the speed dial buttons of all supported digital phones. With BLF support you can see if the person designated by your speed dial button is on a call before calling them. This feature is also supported across servers connected via TeleVantage Enterprise Manager. To turn on support for BLF, see Administering TeleVantage, Chapter 7.

Pressing an unassigned feature or line button on a digital phone will now display the button's number so it is easier to assign features to buttons using ViewPoint or the Administrator.

New ViewPoint Features
7.5! Account codes can now include alphabetical characters (letters and punctuation marks) when entered via ViewPoint (Actions > Enter Account Code).

7.5! You can now hold down the control key and drag-and-drop a voice message from ViewPoint into any Windows application that supports file-dropping, for example, the message window of Microsoft Outlook. For details, see "Dragging and dropping voice messages to other applications" in Chapter 8 of Using TeleVantage.

7.5! You can now search your ViewPoint Call Log and Contacts folder based on several criteria. Choose Tools > Find.

7.5! When importing contacts from a .CSV file, the field-mapping configuration is saved for the next import simplifying the process of importing contacts from the same source over time. You can also save a custom mapping configuration and load it as needed.

The new Call History pane shows "cradle to grave" call details illustrating how each call travels through the system. Using Call History, users can see why they got a call, where the caller was before they answered including which routing list or call rule was used, if hold music was changed, call transfers, and much more. Call History is available by clicking the "History" button in the Call Monitor for calls in process and the Call Log for calls that have ended. By default, Call History data is kept for 5 days

ViewPoint supports simple, secure, user-to-user Instant Messaging (IM) by right-clicking a user name in the Extensions list or Queue Monitor's Agent pane and selecting "Send an Instant Message." When receiving a new Instant Message, a pop up "toast" appears in the Windows notification area at the bottom right of the desktop. Clicking on the pop up "toast" will open a conversation window to begin chatting. ViewPoint IM limitations include no notification that the other user isn't running ViewPoint or they walked away (e.g. presence), no logging of IMs, no coaching/monitoring or recording of IMs, no HIPPA compliance, no emoticon support, no "I am typing" indicator. Also IMs can not be a part of incoming queue calls and distributed. Using ViewPoint IM is secure as it only operates with a valid LAN (or VPN) account and ViewPoint login and has no ability to transfer files (or viruses).

ViewPoint is fully SIP-aware - dial any SIP URI such as sip: This e-mail address is being protected from spambots. You need JavaScript enabled to view it , click to return calls or voice messages from SIP services. SIP addresses are allowed anywhere you can enter a regular phone number as long as your administrator has properly configured SIP on your system.

Users can select the eyeBeam SIP softphone as a ViewPoint log in option, when the www.CounterPath.com eyeBeam is purchased and installed on the workstation and eyeBeam is properly configured with a TeleVantage account.

New Windows XP-style icons have been developed for all workstation applications.

A new welcome wizard greets new ViewPoint users and walks them through the recording of their voice title, voice mail greeting, and optional entry of their personal numbers. It also leads them to a on-line Flash-based "TeleVantage Quick Tour" on how to use TeleVantage and the on-line help. Administrators can turn the welcome wizard on or off at any time by opening the User in the Administrator, selecting the ViewPoint tab and selecting "Show Welcome Wizard on startup." Users can also turn it off or select it at any time from ViewPoint's tools menu.

A new sample ViewPoint Add-in, Desktop Alert, lets you customize separate automatic pop-up windows for new calls and new voice messages. You can attach custom buttons to the window, for example to grab-and-hold a new call or send it to voicemail, and you can define the folders in which new activity triggers alerts. To add the Alert, use Tools > Add-in Manager in ViewPoint and select C:\Program Files\TeleVantage\Client\AddIns\DesktopAlert.dll.

On startup of ViewPoint, a Tip of the Day is shown. Administrators can turn the Tip of the Day on or off at any time by opening the User in the Administrator, selecting the ViewPoint tab and selecting "Show Tip of the Day on startup". Users can also turn it off or select it at any time from ViewPoint's Help menu.

ViewPoint users can access the Quick Start Guide or TeleVantage Quick Tour from the help menu.

The desktop background TeleVantageDesktop.jpg is installed into the \Windows directory for your use. To make it your desktop background right-click on the Windows Desktop and choose Properties.

New Call Center Features
7.5! Last Agent Routing is now available for call center queues, so that callbacks by the same caller can be routed straight to the last agent who handled their call, while that agent is signed in. For details, see "Using Last Agent Routing" in Chapter 2 of the TeleVantage Call Center Administrator's Guide.

Skills-based routing allows you to distribute calls with various skill requirements to the agent with the best matching skills. For example, Spanish-speaking callers that need an sales agent can be routed to only Spanish-speaking agents who can process orders. Skills are a powerful way to maximize your call center resources by making sure calls go to the agents who are best equipped to handle them. Skills are defined in the system and assigned to users and queues. Auto attendants or IVR Plug-ins can assign skill requirements to incoming calls as needed. Skill Reduction allows you to reduce skill requirements over time if no agent is available and you need to get the caller to an agent regardless of skills within a certain time. "No Matching Skill" redirection allows you to redirect calls that have skill requirements that exceed the skills of the currently signed-in agents. Using this type of redirection (as well as Overflow agents) you will never have a caller starved and waiting on hold indefinitely for an agent. For more information, see the TeleVantage Call Center Administrator's Guide

Custom routing allows you to blend TeleVantage's standard call distribution algorithms with each other, and with agent attributes such cost, and skills. For example, you could blend "Least talk time" with a negative Agent "Cost," so that your most expensive agents take fewer calls, freeing them for other tasks. For more information, see the TeleVantage Call Center Administrator's Guide.

A SkillsWorksheet.xls Excel spreadsheet allows you to perform "What If" analysis when configuring your agent skills and your queue's skills-based routing settings including skill weights. Using the spreadsheet you can see the impact of different queue configuration settings on which agent will receive which call, and which calls will be distributed first and assigned to which agent. The spreadsheet is located in the same directory as the TeleVantage Administrator. See the TeleVantage Call Center Administrator's Guide for more information.

TeleVantage now traces all call center queue activity to text files which shows a history of every decision made when performing skills based or regular call routing. Queue logs explain why a queue distributed a call to a particular agent, or why a call was not distributed, etc. Queue logs contain a reference to a Call ID so you can correlate individual calls back to Call Log entries in ViewPoint or the Administrator, when you show the new Call ID column. In order to troubleshoot activity in a subset of queues, queue logs can be turned on or off by editing the Queue's Trace queue and agent activity to Queue logs setting. For more information, see the TeleVantage Call Center Administrator's Guide Appendix A.

A new permission allows agents / supervisors to sign in/out other agents.

Personal Status changes are now shown in the enhanced Call History by Agent Report and Agent History by Queue report. Every personal status change including custom Personal Statuses are shown for the appropriate Agent including summary information by day.

New Call Center reports have been added to report on skills-based and custom routing. The new reports include:

Agent by Queue and Skill
Configuration
Lists each agent, showing to which queues he or she belongs and which skills he or she possesses.

Agent Performance by Skill
Provides summary data showing how each agent in a queue performed in a given period by skill

Call Distribution by Skill and Agent
Provides a summary of how many calls were answered per selected agents and selected skills.

Call Distribution by Skill and Queue
Provides a summary of how many calls were answered per selected queues and selected skills.

Call Result by Skill
Shows comparative call results for all calls with skill requirements.

Queue Call History Detail
Shows the call history for a selected queue, including the skill requirements for each call.

Service Level by Skill
By wait time, shows the percentage of calls with a single skill requirement in a single queue that were answered, abandoned, or sent to voice mail.

Skill Assignment by Agent
Shows which agents have which skills within which queues.