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OnviCall Operator User`s Manual Version 2.2.1

1. Logging On Double left click on the OnviCall Operator icon located on your desktop The Operator Logon Screen appears Logon OP 2 0a 2028 DS 2 0a 2011 E Enter your Operator Logon ID and Password passwords are case sensitive provided to you from your supervisor and press the Enter Key The OnviCall Operator main screen appears You are now logged into the system and presented with the Program Main screen AccuCall Operator 24 Good Afternoon CadCom How may help you 0002 00 2 Client lf WEB Mon 4 19 4 54pm No Messages To From Message Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 2 The OnviCall Program Screen To fully understand all the sections of the OnviCall Program screen each section is described here in detail Note The screen displayed here is the default OnviCall layout and can be changed to view different windows if you have been given the privilege to do so AccuCall Operator Program Tite Bar Answer Client Status Notify f z e z al Operator Help Call Display Window Good Afternoon CadCom How may help yo Talk Answer Phrase Menu Bar Account Page Status IF WEB Mon 4 19 4 54om Status Window Ho Messages To From Message Message Window E Operator ID Rotation Status Operators in Date amp Time aan Te Heim Program Title Bar A row in a program s
2. OnviSource Connecting People to Business OnviCall Operator User s Manual Version 2 2 1 OnviSource Inc Headquarters 1255 West 15th Street Suite 500 Plano TX 75075 Main 469 241 9200 Fax 469 241 0247 Operations 2300 North 10th Street Enid OK 73701 Main 580 242 4636 Fax 580 242 8255 www onvisource com No part of this manual shall be reproduced altered edited or transmitted by any method without written permission from OnviSource Inc While every precaution has been taken in the preparation of this manual OnviSource Inc assumes no responsibility for errors omissions or any liability assumed for damages resulting from the use of the information herein Any information including specifications and technical descriptions are subject to change at any time The word OnviCall is a trademark of OnviSource Inc e ha OnviSource All rights Reserved Copyright 2006 OnviSource Inc Table of Contents HOCU y BE 1 HOW TO U e TIS VE He Ciel EE 1 RS ERIC Stade listado 2 ESTIMO DIN sacra 2 INGO MIE ail POGOe CICR soria criaron ca 3 PIDO Ta Ie EE 3 MONU Bassas dba tad 3 Cair DIDIay le e Le anses A 3 REN ue e KE 4 ANWET P EE 4 ACCOUN ett 4 AMENE e ee aos 4 Stats WV MCE TE 4 EANO W ir 4 Mesage lte e E 4 OPDera toluca etica 4 RIN EE 4 ROCAS E 4 POS Disnei iii 4 BEN E Le In LEE 4 ROMINCe FATE a sama 5 LOG GING OT sisi ta 6 Oe wiet rei riada 7 FORC UON EE yO ica 8 WER ent e E EE nf OO i
3. r instructions to hold all messages however IF Jeff calls page me immediately with a call back number The If screen takes precedence when a certain event happens Zap I If Pressing the tells OnviCall to open the If Window IC If Copy This feature allows you to copy contents of an If Window to the If Window of another page or account In order to perform this command you must be viewing the If Window you want to copy 1 Press IC on your keyboard 2 At the prompt on the command line enter the Account 3 To Account Number OnviCall then asks you what page you would like to copy to 23 To Page Zz 3 Enter Page Number 4 Press Enter f a three digit page number is entered Enter is not needed 5 Receive Confirmation that copy was successful T Copy Successful IX If Expand This command is used to enable you to view the screen in three different sizes This E is useful when you know there is more information to be viewed You can easily tell if there is more information to be viewed if you see a scroll bar to the right of the box 1 Press IX once and the lf Screen will change to half the size of the total screen 2 Press IX twice and the If Screen will change to full size 3 Press IX three times and the If Window will return to normal size default size IR If Recall OnviCall lets you retrieve previously saved information in the If window 1 Press IR on your keyboard you will see
4. An operator can see a priority account by the color set in the system settings Auto Answer OnviCall automatically answers calls that have exceeded ring time with a generic message or a customized message provided by your voicemail and then places the caller on help to revert back to an operator for live answering Recorder enabled This option gives you the flexibility to have voice recordings on or off for an account Music on Hold This option enables music to play for account s calls placed on hold Channel 1 is assumed if not specified Additional channel numbers can be defined in the SwitchServer CFG file as follows and must plug into the breakout block Pika channel 0 14 music channel 0 15 music channel 2 Call Limit This option allows you to set a call limit for each account To set your call limit put a check mark next to Call Limit and select a value from the default values in the drop down menu or click on the box to enter your own amount This setting will override the Global Call Limit settings the SwitchServer CFG file Out of Service An Out of Service icon displays on the Reminder Area of the OnviCall Operator Program showing the current status as No Service No calls will be answered for this account when this is enabled Note if a call is placed to an account number that is specified with No Service the caller will hear a busy signal Ho Service Copynght 2006 OnviSource OnviC all Operator User s G
5. Your Schedule has now been deleted Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 35 Default Settings This area of OnviCall lets you set message delivery options for Defaut Settings the page Your two options are Mark as Delivered and Include Message send History i Mark as delivered To Set as Mark as Delivered or Include History place a check ME mark in the desired box by tabbing over and pressing the space bar to insert a check mark or use your mouse and click into the white box and click OK Wrap Time Wrap Time gives you the ability to view and report on the amount of wrap times for all update types within a page or account and view totals of each page on the account level The Client Status Notify If Message and Web Windows all have the option to include In Call Time the amount of time an update took while on a call and is available through the Manager and Operator programs Wrap Time From Lipdate Type Total 571072005 E 51072005 Client Window Update d foo 00 00 RA utes Seconds l Status Window Update E Iw In Call Time Lorrectons bo w Notify Window Update UU Save Window Update Reen Window Update Web window Navigate Account Settings Account e ettings The Account Settings option is only available through the Manager program a
6. system settings Operator In Standby Count Will trigger an alarm if the number of operators in a Standby rotation falls below or exceeds the amount set in system settings Ringing Call Count Will trigger an alarm if the number of calls ringing into the system falls below or exceeds the amount set in system settings Hold Call Count Will trigger an alarm if the number of calls on hold falls below or exceeds the amount set in system settings Patch Call Count Will trigger an alarm if the number of patched calls falls below or exceeds the amount set in system settings Inbound Call Count Will trigger an alarm if the number of calls in a Talk status falls below or exceeds the amount set in system settings Dialout Call Count Will trigger an alarm if the number of Dialout calls fall below or exceeds the amount set in system settings Help Call Count Will trigger an alarm if the number Help calls fall below or exceeds the amount set in system settings Undelivered Message Count Will trigger an alarm if the number of Undelivered Messages falls below or exceeds the amount set in system settings Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 72 Appendix A Continued Alarm Types Alarm Descriptions Echo Count Will trigger an alarm if the number of Echoes falls below or exceeds the amount set in system settings Suspended Message Count Will trigger an alarm if the number of Suspe
7. Window in the first available line before being bounced to another operator in a Hold status this time is based on the management time setting If you are in the message taking mode the message will be Suspended making it an incomplete message allowing you to return to the message later to complete it Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 8 F6 Priority Hold Pressing the F6 key places the current call on Priority Hold in the first available line in the Call Display window Priority Hold keeps the call out of rotation for reassignment to another operator The Priority Hold Indicator will highlight the call line in the Call Display Priority Hold is also used when Patching or Transferring a call P Patching a Call a SN En Place the current call on Priority Hold F6 Dial the third party number Once connected with the third party Press P on your keyboard Enter the line of the call on priority hold all three lines are now connected Press F6 to disconnect yourself from the call the call will not end until the other parties disconnect T Transfemng a Call 1 2 3 4 Place the current call on Priority Hold F6 Press T on your keyboard At the command prompt at the bottom of the screen enter the line of the call on priority hold You will be presented with a list of all available operators Select an operator by using your arrow keys to scroll up a
8. a small blue arrow that curves Eil to the left indicating that you are in the If Recall option 2 Click the blue arrow or continue to press IR to scroll through the windows until you find the information you need 3 If you need to edit information found press IU edit your information and press F10 to save To return to the most current If screen press F9 Refresh Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 48 IU If Update This is a privileged feature that allows you to enter or update new information in the If Window 1 Press IU on your keyboard the OnviCall formatting menu will appear Bs UA 2 Make changes to this area as needed 3 Press F10 to Save Z If Zap This is a privileged feature that allows you to delete ALL information Mail in an If Window at one time lap Are wou sure 1 Press IZ A warning window prompts you asking if you are sure 2 Select Yes or No Once you select Yes all your information will be gone 3 Press F10 to Save Note If you deleted information in error you may use the If Recall feature to retrieve information you have zapped Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 49 Message Message Menu Copy Deliver The Message Menu helps you manage messages you take within Expand OnviCall It works in conjunction with the Message window located at the History bottom of the OnviCall Program screen and
9. account Chent Control Account 0001 Account Settings Account name Account 1 Default page O01 Good Tod Standard Test Account 1 F Time zone Vorcemail Options h Priority k Recorder enabled e Call mt M Auto Answer W Music on hold e Out of service C Voice mail rene 2 Ce Generic Account Global Groups Edit 4uto Dispatch NONE E dit Dispatch Schedule NONE Add Remove SEH Account Settings E 009 100 Mame CadCom Telesystems Account Settings Time zone LOCAL TIME 00 00 a Name This is the area where you set the Account EE N y 100 Thank You for calling ad om How ame 1 Press CC on your keyboard 2 Use your Up Arrow key to highlight the root account number or click on it with your mouse to get to the Account Settings Page Use your Tab key to tab over to Name or click in the field with your mouse Enter the Account Name 5 Press Enter on your keyboard or select OK with your mouse e w Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 39 Time Zone lf your client is in a different time zone than you you can set the hour difference here OnviCall will recognize this difference and reflect it in the OnviCall Operator program by displaying their time on the status if and message information lines in a color other than black reminding you that there is a time difference Normal view status 444 Thu
10. aida 36 MAD IN O 36 MEAN ina ida a 37 Adano Mirar 37 SUD Gia CUNG IME EE 38 DTTC UNO UN rada 38 Eng allge El ei siari a 20 EE 39 NOTO estes opa oa 39 TMe NOn 40 DS TaN PIGE eann AN AN 40 ACCOUNE O pPUIONS AT E 41 PIO 41 AUTO ANWO assi 41 RECOM EF GNA DICE dica a veanianeaacean aa AN A 41 MUIC OMHO taaan 41 CalUtanaana rado 41 QUO SONICO it os ero te oa ue to dorado e do tes 41 EEN 60 Gi EMail tee Een 42 PG CO UIE G1O ee 42 A un IA 42 AANO GOUD S EE 42 SEG OS A al 42 CTCE EE 43 KG HITE x GNO RER 43 RCS RC GIE 43 COW CCEA UOC E EE 44 ZC Za aaa oda 44 e Ehe WINGO UE 45 e EH EG 45 SS CUS E le EE 45 SX Status EXP FNA EE 45 o e Nh E N 45 S USA tus UDG Ale EE 46 SZ Sta US Za Daria 46 NOUN Men NEE 47 NIXA NOUV DD SO sereni aa 47 NUNON UDAATE Passa 47 NV ANOUN VIEW E 47 EMEN DEE 48 Kg EE 48 he CIE COI aaa 48 AUD ada aaa 48 RT REC ally raid di 48 A AC WEE 49 CAMILA AAA 49 Met Men dao i is 50 ERR Oe COPY aaa 50 M D Messde RT ana 50 MX Mesage Expandir 51 e Mess 02 HITOY cri 51 M LE Mesage US nai a 52 M NAME SS ge Ne Wim 53 MR Message Rec alinea 53 M S Messaige Send iaa 53 Setting Up Speed Dial NUMDESBS uk 54 Shortcut to the Directory USE ooocccnccccccccoonccconnnnccnncononanccnnnnncnnnononanarennnnnos 54 MW Message UD Ga Ce larisa ads 55 MZ Mosag Za Dll 55 O O a a A 56 VND EXN GNA RBE 56 WN EIN 210 a lO EE 56 CECEN EE 57 E EE 57 GEGE CECO A E 57 SM Ce MESIG horan 57 EME E
11. are outlined below Recall ei O A Operator Alarms Union There are two areas within Operator Alarms The first will display a red flashing icon on the Operator s desktop when a new alarm hits and will be removed from the screen once the alarm is viewed by pressing OA on your keyboard the other is a view only listing of all alarms since your logon to the OnviCall system Only Operators given the alarm privilege will receive alarms at their stations and have access to viewing alarms A full description of Alarms can be found in Appendix A Alarm Descriptions Accessing Operator Alarms This view only screen will give you a listing of all system alarms for the last seven days The data will be displayed in the order of most recent alarms to the oldest alarm and the unviewed alarms will appear in bold 1 Press OA on your keyboard 2 A report will appear with a listing of all system alarms for the last seven days NOTE Pressing OA on your keyboard will also clear the Alarm at the Operator s Station Operator Alarms Date Time Thu 578 11 51am DataServer echoes 37 Unviewed u bra TT 20am LU alai erer undelwered messages alam Thu 58 11 15am DataServer operators in STANB Y rotation 0 Thu 58 11 15am DataServer operators in 1N HOT rotation 0 Thu 58 11 15am DataServer dispatch queue 28 Thu 578 11 14am DataServer dispatch Fases Thu 58 11 14am Siatchterrer Acct 1950 overning Thu 58 11 14am Switch Sernvver Acct 19
12. enter or double click to dial Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 63 D R Dial Recall This feature allows you to pull up a list of previously dialed numbers you made on an account since midnight To find a list of previously dialed numbers 1 Press DR on your keyboard 2 A sub menu appears with a listing of all phone numbers you dialed on that account since midnight It also shows what time the call was placed and for how long you talked on the phone 3 To redial a number use the down arrow key to scroll to the number you wish to dial or use the mouse to select it and press enter or double click to dial Note If you highlight a fax or alpha while you are in DR it will not do anything unless you have a message to send D V Dial Voice This feature is used to place a caller into a voice mailbox 1 Press DV on your keyboard 2 At the prompt on the command line enter the voice mailbox 3 Press Enter The caller will be placed into the voice mailbox to leave a voice message Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 64 Alarms O perator Menu S e The Operator Menu tracks and controls the activities you perform as GE SCC an operator within the OnviCall system Here you can view data a regarding your numbers dialed dispatched numbers incomplete fone messages as well as your individual workstation controls This menu Plavback has ten functions that
13. from account numbers 9000 9099 and you abandoned the search after 9050 you can resume the search where you left off by GIE SS I Press GS on your keyboard In the prompt box at the command line enter the account number you left off at Press Enter Type GA Your search results will begin with the number specified when you evoked the GS command To refresh your list to see ALL accounts 1 Press GS on your keyboard 2 Inthe prompt box at the command line leave the line empty and press Enter 3 4 Your search results will now list all accounts Press GA Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 58 Job All Job Menu Echo The Job command is another way OnviCall lets you search for information Message except it is done at the account level not system wide There are five Global features to the Job command Local JA Job All This function is performed when searching for answer phrases on all pages of one account 1 Go to the account you want to search on 2 Press JA on your keyboard a sub menu appears listing the page number and answer phrases of each page of that account 4 Use the down arrow key to scroll through the accounts and press Enter on the desired page or use the mouse and double click on the desired page to open it 5 The system will bring you right to the page you selected J E Job Echo This feature is used to obtain a list of all echoes on o
14. from any of the update types for either In Call Time or not in call time Adding Time 1 Select the update type from the drop down box 2 Enter a value in the Hour Minute or Seconds column 3 Select Save Wrap Time From Update Type Total 34112005 ll E 5711 2005 ll I window Update ll DR 00 00 Hours Minutes Seconds In Call Time Corrections to Wrap Time 01 25 30 JAVE Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 37 Subtracting time 1 Select the update type from the drop down box 2 Enter a value in the Hour Minute or Seconds column 3 Select Save Note Each column must have a sign in front of the value to subtract it from the total as shown below wrap Time From Update Type Total 5 11 2005 Em ll IF window Update ll g 2030 Hours Minutes Seconds In Call Time Corrections to Wrap Time nm EI EI SENG Notify Update type behaves the same as any other update type and will also add time to the not In Call Time if you are not on the phone for any updates done to the Notify Schedule Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 38 Client Control Account Level Tabbing to or clicking on the Root number in the selection area will display Account Settings the second form of programming within Client Control This page is broken down into five sections Any programming here is reflected throughout the entire
15. highlighted text under the 1 Flash Dial 46 MISC section of the settings cfg file on the Remote Dial on Demand 1 Switch erver O U Operator Union This feature allows supervisor s to monitor another operator s calls while in mute mode 1 Press OU on your keyboard 2 A Sub menu appears with a list of all agents logged in to the system their status and station location Op Statue Station 3 Use the down arrow and press Enter to select the operator or double left click on it with your mouse 4 You are now unioned to the selected operator Note The operator being monitored does not know nor can they hear when a supervisor has unioned with them Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 71 Appendix A Alarm Descnptions The following is a description of the types of alarms found within the OnviCall system Alarm Types Alarm Descriptions Account Overring Will trigger an alarm if SETTINGS CFG file has been modified to include Alarms Overring 18 Overring is in seconds An overring occurs when a call has been unanswered for this amount of time includes RING time and HELP time Operators Logged On Count Will trigger an alarm if the number of operators logged on falls below or exceeds the amount set in system settings Operator In Rotation Count Will trigger an alarm if the number of operators in an IN rotation falls below or exceeds the amount set in
16. is a privileged feature that allows you to enter or update new information in the Status Window 1 Press SU on your keyboard the OnviCall formatting menu will appear B Z U A gt Save Cancel 2 Make changes to this area as needed 3 Press F10 to Save S Z Status Zap This is a privileged feature that allows you to delete ALL information in a Status Window at one time 1 Press SZ on your keyboard A warning window prompts you asking if you are sure Status Zap Are you sure 2 Select Yes or No Once you select Yes all your information will be gone 3 Press F10 to Save Note If you deleted information in error you may use the Status Recall feature to retrieve information you have zapped Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 46 Notify Notify Menu The notify feature gives an operator the ability to update the on call scheduler or on call calendar without them needing privileges to Client Control This screen can be customized to replace the Status Screen on an individual account and or page basis The notify window is extremely useful in a scenario when there is a particular number left for who is on call and that number changes Expand Update View This command is used to enable you to view the screen in three different sizes This is useful when you know there is more information to be viewed You can easily tell if there is more information
17. number you will be brought to that account OR 2 Press C and 3 At the prompt on the command line enter the account number 2 Account 4 Press Enter CA Client Assign Used to assign your current call data to another account for billing purposes 1 While on the line with the caller press CA on your keyboard 2 At the prompt on the command line enter the 7 Client Assign Account account number 3 Press Enter f you enter a 4 digit number you do not have to press Enter 4 You will now be brought to the account you assigned the call to for proper message taking Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 16 CC Client Contol This privileged feature allows you to customize account set up and service parameters to be able to service your client with accuracy and speed Client Control allows two levels of programming one at the account level and the other at the page level When you first open up Client Control it defaults to Page Settings therefore that is outlined here first Client Control Account 5005 Page 001 Page Settings Answer phrase Account 5005 Page 001 Web home page This section shows the AccuScript Account Tree The 4 digit numberis Page layout Client Noti lh Message the account number Default expand None the 3 digit number indented below itis Message format la the page number Click on Account Page Local Default Setti
18. press the function or command key only once Fl Auto Answer Pressing the F1 key will connect you to the highest priority call in the incoming Call Display Window If more than one call exists with the same priority then you will connect to the oldest call Exception If your manager programs a particular account number as a PRIORITY ANSWER account then it will always connect to it as a best call to answer first You can press F1 while connected to a call to place your current call on hold F5 General Hold then auto answer the next incoming call F2 Hash Hook Flash hook allows the caller to be put on hold while OnviCall searches and finds an outside dial tone from your telephone company to place an outgoing call in order to transfer them to a 3 party Note Flash Hook is only functional on T1 circuits not PRI s F3 Hang Up Pressing the F3 key disconnects the active call and releases the line F4 Operator List Pressing F4 gives a list of operators by their initials rotation status Op Status Station In Out Hot Standby and station IP Address on the local network AP STB 127 001 Operator List is also used when initiating a Private Operator Chat with another operator For instructions on how to use Operator Chat please refer to the Operator Chat section of this manual F5 Hold Pressing the F5 key places the current call on regular hold Calls on regular hold will automatically be placed in the Call Display
19. right click and highlight paste or type Ctrl V to paste C Z Client Zap This is a privileged feature that allows you to delete ALL information in a Client screen at one time 1 2 3 Press CZ on your keyboard A warning window prompts you asking if you are sure Warning AN Clent ap Are you sure Select Yes or No Once you select Yes all your information will be gone Press F10 to Save Note If you deleted information in error you may use the Client Recall feature to retrieve information you have zapped Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 44 status Status Window Copy The Status Menu controls the Status Window of the OnviCall Program Expand screen It reflects current information pertaining to a specific account that can Kecal be changed by any operator with the privilege This may include who is on Leck call at that hour along with their pager and cell numbers When information in eap the status of an account changes simply Update the Status Window to reflect the current service procedures The Status Window has 5 features S Status Pressing the S tells OnviCall to open the Status Window SC Status Copy This feature allows you to copy contents in a Status Window to the Status Window of another page or account In order to perform this command you must be viewing the Status Window you want to copy 1 Press SC on your keyboard 2 At th
20. through long pages Using the page keys help you to move quickly through the text of a long message Home The Home key moves you to the start of a line End The End key moves you to the end of a line Delete Delete removes characters from the right of the cursor Backspace Backspace removes characters typed to the left of the cursor Insert This option allows you to change from Over strike mode characters are typed over by another character to Insert mode in order to insert other characters while editing To toggle back and forth simply press the Insert button The default mode in OnviCall is Over strike mode Enter Allows you to GO TO a particular page At the prompt on the command line type the page number you want to go to and press Enter You will be brought to that page Caution if you enter a page number that does not exist for an account OnviCall will create a new page with the number you entered Escape To escape any function that you have started and not yet completed press the Esc key An Abort pop up window will appear asking you if you are sure Selecting Yes will abort that function Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 12 Proper Destination Formats There are several different destination options within OnviCall that will be required when setting up your delivery options Please use the following formats when setting up your Client Windows and Dispatch opt
21. to be viewed if you see a scroll bar to the right of the el Dox N X Notify Expand 8 1 Press NX on your keyboard once and the Notify Screen will change to half the size of the total screen 2 Press NX twice and the Notify Screen will change to full size 3 Press NX three times and the Notify Window will return to normal size default size N U Notify Update This Is a privileged feature that allows you to make changes to the on call calendar You will not be able to use Notify Update unless the page layout has been changed to view the Notify Window This command does NOT allow you to make changes to the Notify Window rather it is a SHORTCUT to the Edit Notify area in the Client Control screen For instructions on how to use Edit Notify please refer to the Client Control section of this manual N V Notify View This command will open the Notify Schedule window and allow you to view it You will not be able to make any changes here Resources will display in their corresponding colors from the Notify Schedule and remarks will be displayed in italics Notify AJ9 555 1212 until Mon 6 7 10 00pm This is an Halicized remark AJ 4 555 2323 until Mon 6 7 4 30pm FAs is new in V2 0 Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 47 If Menu Lopy The lf screen was designed for inputting special instructions at the request Ge of the client For instance your client is attending a meeting and leit
22. window that displays the software s title Menu Bar A row in a software program that shows all available menu options Call Display Window Displays up to 9 calls and answer phrases The calls appear with the answer phrase before the call is answered to give you time to answer the call properly Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 3 Talk Mode Displays what type of call you are on and the duration of the call in minutes and seconds There are four options you will see Talk 0 00 Incoming call Dial 0 00 Outgoing Call VREC 0 00 immediate recording into Voice Mail UAAA 0 00 Union with another Operator and their Operator ID Answer Phrase Displays the proper greeting for a specific page within an account Account Page screen labels that indicate client account and page number of their current screen Client Window Displays important account information such as contact phone numbers email addresses speed dial numbers and detailed dispatching instructions Status Window Displays important account information for the proper handling of a call The Notify Window can replace this window H Window Notifies you of account exceptions for handling calls or callers Message Window The area used to obtain message information from a caller to be delivered to the client recipient s Operator ID Displays the Operator login initials Chat Will display the word Chat if yo
23. your message and press F10 to save M R Message Recall This feature is used to let you view messages that have already been delivered To access historic or delivered messages 1 Type MR on your keyboard 2 Use your Right or Left arrow keys to scroll through the messages 3 Using your Left arrow key will access the most recent delivered messages first then continues to the oldest messages not purged from the system yet Using your Right arrow key will access the oldest messages first then continues to the newest M S Message Send This feature is used to aloha page fax or email messages to the client 1 Type MS on your keyboard A submenu appears with a list of undelivered messages Account 9009 Page 100 Messages Select message s to send va nid Op eid Er S a004 1 14 2003 6 39 28 PM vas 2 Using your up and down arrow keys highlight the message you want to send and press Enter lf you want to select multiple messages press the shift and down arrow to highlight them and then press Enter 3 In the prompt box at the command line enter the destination for the messages and press Enter The messages you had highlighted have now been sent lf you have Speed dial numbers set up for this page at the prompt box you can use your tab key to select the desired destinations by tabbing to the appropriate number and pressing Enter Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 53 Se
24. 12 key three times rotates you into In and has the following rules Allows incoming calls transferred calls dial outs and echoes to your terminal Pressing F12 twice rotates you to Hot and has the following rules Allows ALL incoming calls transferred calls dial outs and echoes to your terminal Note Hot has the same functions as IN but has a higher priority in the rotation and will receive more calls than an operator that is IN Pressing the F12 key four times rotates you to Out and has the following rules Allows NO incoming calls outgoing calls transferred calls or echoes to your terminal Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 11 Navigation Keys Tab Pressing the Tab key allows you to move quickly through window options or client accounts in order to select a number to dial or to highlight an option to edit Shift Tab Pressing the Shift Tab steps you through a window or screen in reverse order Spacebar Pressing the Spacebar in an area that has a check box option will place a check mark in the box Pressing the space bar again will remove the check mark Up and Down Anow Keys Pressing the up or down Arrow keys allows you to move between pages They also highlight and navigate items throughout various windows of OnviCall Left and Right Anow Keys Using the left and right Arrow keys allows you to move between messages Page Up and Page Down These keys are used to help you navigate
25. 13 6 3 pm e ETS PA Operator Program View when a Time Zone is set gt tatus MAs Thu 13 43m Setting a Time Zone 1 Use your Tab key to tab over to Time Zone Timezone LOCAL TIME 00 00 or click in the field with your mouse O MAA LOCAL TIME 00 00 LOCAL TIME 01 00 2 Using your down arrow or mouse select the appropriate time difference LOCAL TIME 02 00 LOCAL TIME 03 00 3 Press Enter on your keyboard or Select OK with your mouse LOCAL TIME 04 00 LOCAL TIME 05 00 LOCAL TIME 06 00 LOCAL TIME 07 00 Default Page This area lets you set what page is on display when you access an account 1 Click into the Default Page field with your mouse 2 Using your down arrow or mouse select the appropriate Page 3 Press Enter on your keyboard or select OK with your mouse Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 40 Account Options Area OnviCall has six handling options within its account level parameters Simply press the space bar next to each option to put a check mark in the box or click in the option box with your mouse to enable the function and press Enter or click OK to Save Options Priority Recorder enabled WM Call limit i H IT Auto Answer W Music on hold Out of service le Voice mall Eae i sl Genere Priority Accounts that are set as Priority will be answered before other calls if the operator uses Auto Answer options
26. 50 overning Thu 58 11 14am Siatchterrer Acct 1950 overning Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 65 O B Operator Bell OnviCall lets you set a bell signal to alert you of an incoming call If you are not ona call you will hear the bell through your headset if you are on a call you will hear the bell through the computers speakers This is a privileged feature ask your supervisor if it is available to you The bell is on if the check mark is displayed in the Menu To turn the bell on and off 1 Press OB on your keyboard Bell is now on 2 Press OB again bell is now off O D Operator Dispatc h Results OnviCall tracks all dispatches generated by you and the system since you logged in This is a good way to check and see if a dispatch has failed for any reason 1 Press OD on your keyboard 2 A sub menu will appear giving you a new list of all outgoing faxes alphanumeric pages and emails complete with the destination phone number of each action Dispatch Results YAA ES Time Pg Msg Type Status Destination x Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 66 O H Operator History OnviCall tracks every function you performed since you logged in This feature will give you a display of all your activities To get a history list Note Each time you log out you clear your history 1 Press OH on your keyboard 2 A sub menu will appear with a l
27. 58 ER E e KR EE 58 Beien IN EEN 59 IA TODA EE 59 Bt Ke og EC RNO E 59 VO OM Se A o noo dE 59 IG TOD GIDAI nn 60 LENOBLIOCaAD nati des 60 EC NO Me Nasa 61 EN ECNO NeW isaac 61 EA ECHO ANWO DEE 61 EZ ECNO Za Dioni 61 eT E EE 62 DA Dia Fe Ma ai RT E 62 SHOMCUETO Dire cto Utica adas 62 BE Dia LSE RE 63 D Dil Dial RI ON sar 63 DR Bia REC TEE 64 DAV DIGI OIG O rita 64 Operor MONU EN 65 OA OPE toc Ala IMAN 65 Accessing Operator Ala MS ads 65 O BT1O0perator Bell siria 66 O D Operator Dispatehn RESUS menririippian ii 66 O TAO Delta tor MITON arado 67 OJO peratorincomMplete Sisa 67 O PO perator Eat e BEE 67 OE Operator nana 68 OR Opera tOnReCa lisina aia 69 O M Operator Remote DIAN ninia 69 Remote Dalon Demand siii dde 70 DAO Derator UMON ada dais 71 ADDENGIXA Alann RE eg e A e iia 72 SOS nia 74 Intoduction How to Use This Manual Whether you are completely new to OnviSource s product line or have used the older LineMaster system this manual will walk you through how to use the OnviCall system or it will act as a source of reference This manual will help you become familiar with the commands and keystrokes needed to operate the system lf you have any questions call a Professional Service Representative at OnviSource One Call Solution Center at 1 800 388 8402 Monday through Friday 8 00AM 5 00 PM CST Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 1 Getting Started
28. Expand options 1 Press CC on your keyboard 2 Use your Tab key to tab over to the Default Expand section or use your mouse 3 Use your up and down arrows to scroll through the list or use your mouse to get a drop down menu 4 Select your preferred layout 5 Press Enter or Click OK to exit CC Your window layout will now be reflected 4 Ze 4 4 eS Zi Ze 4 Ze 4 Ze 4 4 Ze 4 Ze 4 y 4 4 Ze Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 20 Message Format OnviCall allows you to import a specific message format for the page you are viewing Once Message formats are created in the Manager Program you will be able to select the different formats here There are no default formats as they are customized to meet the needs of each client To change your Message Format 1 Press CC on your keyboard 2 Use your Tab key to tab over to the Message Format section or use your mouse key 3 Use your up and down arrows to scroll through the list or use your mouse to get a drop down menu 4 Select your preferred layout 5 Press Enter or Click OK to exit CC Your page layout will now be reflected Global Vs Local As previously mentioned OnviCall provides functions to set up Client Control options on two different levels Some settings make information available within the account local other functions make data available with the system global TER For instance
29. Off 1 Press the Q key on your keyboard or click on the LX ec in the upper right corner of the OnviCall Program 7 Logoff Are you sure You will be prompted with a confirmation box asking you if you are sure you want to Logoff 2 Press the Y on your keyboard or select Yes with your mouse Note You cannot log off unless all Calls including Patches and Incomplete Messages are cleared and you are out of rotation Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 6 Kevboard Short uts OnviCall is equipped with various types of keyboard shortcuts to helo you work more efficiently You are encouraged to become familiar with these to enhance the OnviCall experience OnviCall s three areas of keyboard shortcuts include Function Keys Navigation Keys Menu Commands Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 7 Function Keys Function keys are made up of the top row on your keyboard starting with the Esc key through the F12 key They also include the Tab Arrows Alt Ctrl Shift Page Up Page Down Insert Home End and the Enter keys OnviCall will keep one keyboard file per group for each assigned operator If no group keyboards have been created then the combination keys and function keys will operate in default mode as outlined below Holding down any shortcut key causes the system to repeatedly apply the O command It is good practice to
30. PCS email recipients use a semi colon to separate the numbers P 22235350abc 22135350abc 22035350abc T Pager and Tower Number designation When entering a number for a Pager and a Tower Number you must precede the number with a capital T and a colon and the number to be paged a comma followed by the tower number This option is used when the tower number was not predefined in the Manager program T 5551212 18008437243 normal T 5551212 1800843 7243 speed dial No Prefix No prefix is required when entering a phone number except the area code in a 10 digit calling area 2013331515 normal 10 digit number 2013331515 speed dial Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 14 Menu Commands Across the top of your screen you will see a row of Menu Commands These Menu commands can be utilized by keystrokes simply by pressing the underscored letter of that command These commands may also be utilized by using your mouse d AccuCall Operator Answer Client Status Notify IF Message Web Get Job Echo Dial Operator Help idos Answer Menu Line The Answer Menu answers your station s incoming calls lt works with the Auto calls displayed in the Call Display window As a call arrives at your station Hold use these features to help answer them You can have up to nine calls in the display window at a time The Answer command has the following 4 features Echo A Answer Press
31. This illustration tells us Tue Jun 22 2004 a that Steve ison call SHEI SES from 7PM 12AM but EE Marcusisfilling in for a him from 9PM 1OPM Kess Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 31 Editing a Schedule 1 From the calendar at the bottom of the Notify window click on the day you want to see the schedule for 2 Using the left and right arrows on the calendar scroll to find the hours you want to edit 3 Next to the resource name double left click on the color associated with the resource to open the edit box 4 Adjust your schedule and click OK Note f you have a repeating schedule and you want your change to be reflected for the entire schedule select the All in Series option If you want your change for only the day specified select the This Occurrence option Notify Edit Schedule EZ Resource Steven M l New BeginTime 01 00AM 6 25 2004 y End Time ooo am zl 6 25 2004 Options TF Suto Delivery Hark as Delivered Fe Ihis Occurence C Allin Series ude Histan Change lf you need to change your schedule to reflect a time in the past OnviCall will only allow you to do it for the current day However it will update the times for a repeating schedule For example the current time is 6 00 PM on June 21 and you have a repeating schedule set to start at 7 00 PM but you need to change it to start at 3 00 PM you can change the
32. a phone number listed within an account directory can be EE checked for inclusion in OnviCall s Global Directory If not marked as global the listing will only be found and viewed from within the account e individual directory thus making it local to the account The term local applies to settings that pertain only to a certain page within the account as well Any given account page can possess unique settings related to an answer phrase page layout message format directory auto dispatch events and dispatch schedules These settings remain local to the page not global to the account when we use the functions of page Local Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 21 Page Local Settings This section has five functions that are outlined below Directory An account area that stores client contact information and destination numbers alpha pager fax cellular or email addresses for use in the dispatch of messages by the operator dial outs or system delivery The information stored in the directory can be used for both global and local search parameters Edit Directory NONE istina Li New To Create a New Directory Listing EES 1 Press CC on your keyboard 2 Use your Tab key or your mouse to press the Edit button to open the Directory Name Window senate E 3 Click the New Icon Destination SS 4 Enter client name remarks and destination Account 3009 a
33. arrow key to scroll through the account and press Enter on the desired account or use the mouse and double click on the desired account to open it The system will automatically take you to that account Note Just like the Get Text feature the less text you enter the larger the list returned to you will be JL Job Local This feature is just like the Job Global except that it is at the account level To do a Local Search ll 2 Type JL on your keyboard In the prompt box at the command line enter a 2 Search For portion of the answer phrase you are searching for A sub menu appears giving you a listing of every page with those letters Use the down arrow key to scroll through the pages and press Enter on the desired page or use the mouse and double click on the desired page to open it The system will automatically take you to that page Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 60 Echo Echo Menu Answer The Echo feature is used to remind the operator to perform an action When you place an echo on either a message or an account page it will Echo back at you in a period of time pre determined by you to remind you to perform an action This time defaults at 10 minutes but managers have the ability to change the time interval Hew ap d EN Echo New This feature is used to attach an echo to a message or account page You can program an echo for any amount of time
34. copy a saved message from one account or page to another account or page OnviCall tracks the time date and name of a person that can call in to retrieve messages Use this feature to deliver saved messages and put them into a historic status Displays what actions have been taken on a particular message Indicates that the account has undelivered messages List of undelivered messages on a particular page within an account This feature is used to alpha page fax or email messages to the client Indicates that the account is not available A general term for someone who handles telephone calls in a call center Operator login initials Monitoring of an operator s calls while in mute mode Indicates that you have an incoming caller patched to a third party call A call that is answered immediately even before regular ringing calls in line for answer A permission given to an operator by a manager to be able to perform a particular function within OnviCall A row in a program s window that displays the software s name Area within OnviCall that asks you to input information OnviCall lets you retrieve previously used information in the Client information window Status If and Message Windows Allows ALL incoming calls transferred calls dial outs and echoes to your terminal Allows incoming calls transferred calls dial outs and echoes to your terminal Allows NO incoming calls outgoing calls transferred calls or echoes to yo
35. corresponds with the phrase For example after pressing F8 then press G Gone for the day will be entered as text in the opened field E D Di mo 3 F9 Refresh Pressing the F9 key will reload the program screen It refreshes data for the current account page F10 Save Saves your current changes while in edit mode All editable screens must be saved using F10 or you will lose all your information F11 Voice Recorder Voice recorder allows you to patch or immediately record an incoming caller or relay a message to a Voicemail system that will allow them to leave a message for the client 1 To start a Voice Recorder Session 2 Press the F11 key while on an open line with a caller 3 Listen for the tone recording of a two way conversation starts immediately Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 10 F12 LN Press the F12 key to change your status for call acceptance On YAA 0 1 Operator Rotation Status the bottom right corner of the Program Window next to your initials show your status Your supervisor will determine if you can be programmed for Standby or Hot Please note that while in ANY rotation you can perform all editing features Standby 1 zech Pressing F12 once rotates you to Standby and has the following rules Allows NO incoming calls and echoes to your terminal Allows dial outs and transferred calls to and from your terminal Pressing the F
36. creating a new resource Deletes a resource Opens the dialog box for editing a resource Ej Displays month view for a selected resource dd Resorts resources based on on call status Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 26 To Add a Resource Notify Resource Settings Press the N on your keyboard or use your mouse e ame and click on the Hew button You will be prompted j with the following screen Color TER 1 2 3 4 5 Enter Destination 6 Enter the name of the person to Notify Remarks na Note OnviCall does not allow duplicate Genen names Account 0007 Assign a color to your resource Enter Remark if applicable SS Zi Le A 5551212 1 E tech OnviSource com etc Click OK Editing a Resource 1 2 3 4 From the list of resources click on the name you want to edit Click on the Edit icon Change your information as needed Click OK Deleting a Resource 1 2 3 4 5 From the list of resources click on the name you want to delete Press the delete icon A Warning box appears asking you if you are sure Select Yes Your entry has now been deleted Deleting Al will also delete all associated schedules Are you sure Month View Month view gives you a graphical overview of a resources schedule for a selected month To view a monthly overview of a resource 1 2 3 Press the month view ico
37. d the history for Press MH to view the history of a particular message You will be presented with a window similar to the screen below Note The screen below shows a message in a delivered state however a message does not have to be delivered to get history on it Any action taken on any message can be viewed when in Message History Msg Taken by date amp time Msg Delivered by date amp time Msg Delivered to Message 0007 In JJF Tue 1 14 8 10am Out JJF Tue 1 74 8 19am To Veronica Created 9 10am on 1 14 by JJF Updated 9 13am on 1 14 by JJFP Copied To Acct 0000 Pg 001 9 13am on 1 14 by JJF Delivered to Veronica 9 19am on 1 14 by JJFP Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 51 Message History will also list echoes attached to the message zapped echoes dial out numbers made for that message and updates The time date and operators initials that performed the action will follow every event These events will only show in the history while the message Is being viewed If you move off of the message to a do a dial out it will not show on the message history M L Message List This feature gives a list of messages on a particular page within an account When you first tyoe ML on your keyboard you will get a listing of undelivered messages only It will display the Message Number what time the message came in and who took the message Account 9009 Page 100 Undelive
38. da 8 nn PP one 8 F4 Operator gt 8 E e e ara ert cece A 8 FO PO WI ele 9 PRACA dd UE 9 T Tehsemada Re TM 9 FP en Le NEE 9 Foe non ana RECH e 10 FAS RENE PP e o UA REE 10 LOSA VO ina ed 10 Reen re LE 10 F12 Operator Rotation Gatus NEE 11 F12 ODerator Rota LON Ch E 11 e Igel e 11 Je 11 geegent 11 Nava OU Sy Sines since dido dv 12 NAD EE 12 SA US CIO EEE er 5 TO 12 P E EE 12 Up and Down Anow KEYS iria iia 12 Leftand Right Amow Keys 12 Page Upana Page DOW EE 12 31018 gt OOOO OE EEE mm O 12 o e A e NO O E A dig 12 DECIO rr 12 Se AE 12 US EE 12 EE 12 SN 12 Pr perDestihation hg ae ER 13 A Alpha Pager with predefined tower number designation 13 D Pagel Call Back NUMD Cli naaa 13 EEM Ada Sora 13 eege 14 PPG S VER UN 14 T Pagerand IowerhNumberdeagnaton 14 NO Paidos 14 Menton AS dd 15 ANSWET MENU EE 15 AA E 15 EE er N 15 A ASIC CO E 15 A A OIG WEE 15 AEECNO Mad 15 SINE Mena said 16 CC MIG ng EE 16 CF SCC sateen ea ee eae 16 GACETA SO aos 16 HORA AA o O E EE EE EE 17 Client Control Page LOVE insano 18 PaO 6 ua 18 ANSWER SS tito oca 18 Web FROME Rad Erradicar 19 als al o o Pr A AE AEA 19 Ber Ee E EE 20 Fer UM Sue Gl E 20 Messade Fonna stent decae nie 21 GIO eS SEO dada 21 Pa GG LO Cal Se MING E 22 Be rat 22 AUOD aE EE 24 Noty Seneca iria 26 leren 27 RESO MIM Lef en 28 AT e Sra cn 31 Evene Ging EE 33 DISD 2 Gil See CNG E 35 Default Stand Sada
39. e dialog box Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 19 Page Layout This is the area within OnviCall that allows you to change the way you want a page to look The OnviCall default page shows the following windows in order Client Status If and Message If you want to view other windows there are six different variations available to you Client Status If Message default Client Notify If Message Web Status If Message Web Notify If Message Client Status If Web Client Status If Web 4 Ze 4 e 4 Ze 4 Zi 4 4 Ze 4 y To change your page layout 1 Press CC on your keyboard 2 Use your Tab key to tab over to the Page Layout section or use your mouse key 3 Use your up and down arrows to scroll through the list or use your mouse to get a drop down menu 4 Select your preferred layout 5 Press Enter or Click OK to exit CC Your page layout will now be reflected Default Expand This section allows you to customize your page view one step further It allows you to set the size of a particular window The default is automatically set to none Your options are as follows Expand will expand the window to half screen EXPAND Client EXPAND Web EXPAND Status EXPAND If EXPAND Message Full will expand the window to full screen hiding ALL other windows FULL Client FULL Web FULL Status FULL If FULL Message To change your Default
40. e prompt on the command line enter the Account 2 To Account Number OnviCall then asks you what page you would like to SES 2 To Page Lo 3 Enter Page Number 4 Press Enter 5 Receive Confirmation that copy was successful Ai Copy Successful This command is used to enable you to view the screen in three different sizes This is useful when you know there is more information to be viewed You can easily tell if there is more information to be viewed if you see a scroll bar to the right E of the box S X Status Expand 1 Press SX on your keyboard once and the Status Screen will change to half the size of the total screen 2 Press SX twice and the Status Screen will change to full size 3 Press SX three times and the Status Window will return to normal size default size SR Status Rec all OnviCall lets you retrieve previously saved information in the Status information window 1 Press SR on your keyboard you will see a small blue arrow that Ei status curves to the left indicating that you are in the Status Recall option 2 Click the blue arrow or continue to press SR to scroll through the windows until you find the information you need 3 If you need to edit information found press SU edit your information and press F10 to save 4 To return to the most current Status screen press F9 Refresh Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 45 S U Status Update This
41. eceiver that that allows reception of text and numeric messages A greeting for a specific account OnviCall automatically answers calls that have exceeded ring time with a generic message or a special message provided by your voicemail and then places the caller on hold A function in OnviCall s dispatch system allows you to dispatch messages immediately upon completion Removes characters typed to the left of the cursor when depressed Area within OnviCall that displays up to 9 calls and answer phrases A system that allows any number of logged in users to have a typed real time on line conversation An area where all messages are displayed Used to assign your current call data to another account for billing purposes A privileged feature within the OnviCall system that allows you to customize account set up and service parameters Area within OnviCall that displays important account information such as contact phone numbers email addresses speed dial numbers A means of communication between a program and its user Commands are input with the help of a keyboard or similar device and are interpreted and executed by the program Delete Removes characters to the right of the cursor when depressed Dispatch Feature in OnviCall that allows message delivery Directory An account area that stores client contact information and destination numbers for use in the dispatch of messages Echoes A tagged message designed to alert an
42. eft indicating that you are in the Client Recall option Click the blue arrow or continue to press CR to scroll through the windows until you find the information you need lf you need to edit information found press CU edit your information and press F10 to save Note There could be times when several revisions have been made to this area please be sure when updating that you save the correct information To return to the most current Client screen press F9 Refresh Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 43 C U Client Update This is a privileged feature that allows you to enter or update new information in the Client Window Your supervisor will determine if you have privileges to update this feature 1 a a Press CU on your keyboard and the OnviCall formatting menu will appear B Z U A gt Save Cancel Make changes to this area as needed Press F10 to Save To change font appearance highlight text and click B for Boldface I for Italics U for Underscore You may also change the color of the text by clicking on the color icon and picking the color from the color palette OnviCall also lets you cut copy and paste Highlight text right click or press Ctrl Cto copy and Ctrl X to cut on the highlighted text to determine if you want to cut or copy text Place your cursor in the appropriate screen using Status Update If Update or Client Update and then
43. enter or double click to dial Note By default Today s Dialouts are not expanded To expand the list press your right arrow key or click on the sign with your mouse Directory List xX E Directory Account 1950 Front Desk 555 1214 Mike Cell 555 2222 Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 62 D L Dial List This feature will give you a list of what outgoing phone numbers have been dialed on each individual account since midnight that day by all operators The list will include fax numbers alphanumeric pagers and email addresses If you need to check for an outgoing number on an account 1 Go to the account 2 Press DL on your keyboard 3 A sub menu appears listing all outgoing calls made on that account as well as the time it was placed and the beginning and ending operator initials that placed the call Dial List Account 9009 Pg Op Up Time Talk Mumber D D Dial Directory OnviCall lets you quickly find and retrieve phone numbers for an account This feature needs to be programmed by your supervisor if they have not programmed Dial Directory you will not be able to use this feature To use this function 1 Type DD on your keyboard 2 A sub menu appears with a listing of all phone numbers associated with that account 3 To dial one of these numbers use the down arrow key to scroll to the number you wish to dial or use the mouse to select it press
44. erator User s Guide Version 2 2 1 Page 30 Deleting a Schedule When you select Delete it brings up the following window 1 From the drop down menu select the JS UU resource you want to delete 2 select the Start and End Dates and Times 3 Select for This Occurrence or All in series i e if you set up a schedule for an entire month All in Series will make the deletion for the entire month 4 Click OK CAUTION Clicking OK here saves your changes so you can go and view your schedule You will need to select YES when exiting Notify for all changes made to be reflected Ovenide Resource Start Time End Time Change Marcus Mark Steve _ Ce This Occurence 7 Allin Series Cancel When there is a gap of time that a resource may not be available you may need to create an Override Once you right click on the light blue bar and select Override the following screen appears Schedule Override Resource New Start Time End Time Options P foto Melken P Mak as delivered P neude Histan 1 4 From the drop down menu select the resource you want to override Select the Start and End Dates and Times Select for this Occurrence or All in Series i e if you set up a schedule for an entire month All in Series will make the deletion for the entire month Click OK Your schedule should now look something like the illustration below Be Peta ro een Ob wy dey
45. has the following 10 features List New M C Message Copy Recall ne This feature allows you to copy a saved message from one account or ae page to another account or page In order to perform this command you must be viewing the Message you want to copy 1 Press MC on your keyboard 2 At the prompt on the command line enter the Account Number OnviCall then asks you what page you would like to copy to 23 To Page Zz 3 Enter Page Number 4 Press Enter 5 Receive Confirmation that copy was successful 2 To Account 3 Copy Successful M D Message Deliver OnviCall tracks the time date and name of a person that has called in to retrieve messages Use this feature to deliver saved messages and put them into a historic status Before Delivering Messages become familiar with what your Arrow keys do You will use your Right and Left Arrow keys to scroll through messages Right Arrow gt brings you to the oldest message first and then continues to the current message NOTE You may find it easier if you use Right Arrow when delivering messages If you use your Left Arrow you will not be able to simply scroll through the messages you will have to start over at step 1 each time Left Arrow brings you to the current message first and then continues to the oldest message Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 50 To Deliver a Message 1 Go to the appropriate page
46. in OnviCall s message delivery system that handles bulk message transmission OnviCall let s you send the same information to up to six different group recipients via alpha pager fax cellular or email The dispatch schedule follows the time delivery method and message parameters all undelivered delivered as determined by management in the account s dispatch schedule set up To Create a New Dispatch Schedule 1 oe Sy To Edit a Dispatch Schedule 1 oe mS Fe To Delete an Dispatch Schedule 1 N Or pi e e Use your Tab key or use your mouse to press the Edit button to open the Edit Dispatch Schedule Window Press N on your keyboard or click the New Icon Complete the form by setting up your schedule as needed Press Enter or Click OK Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box Use your Tab key or use your mouse to press the Edit button to open the Dispatch Schedule Window Click the Edit Icon Make your necessary changes Press Enter or Click OK Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box A Use your Tab key or use your mouse to press the Edit button to open the Dispatch Schedule Window Using your up and down arrows or your mouse select the Dispatch Schedule you want to delete Click the Delete Icon A Warning box appears asking you if you are sure Select Yes
47. in the upper right corner of the window or press the Esc key to return to the Client Control Box To Edit an Event Schedule 1 Press CC on your keyboard 2 Use your Tab key or use your mouse to select the Edit button to open the Event Schedule Window 3 Use your up and down arrow keys to highlight the entry you want to edit and press Enter or click the Edit Icon 4 Make your necessary changes Press Enter or Click OK 6 Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box gn Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 33 Cal tes To Delete an Event Schedule A 1 Press CC on your keyboard 2 Use your Tab key or use your mouse to press the Edit button to open the Event Schedule Window 3 Using your up and down arrows or your mouse select the Event you want to delete Click the Delete Icon A Warning box appears asking you if you are sure Select Yes Your Event has now been deleted Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box So E Note If there is only one event in the schedule you do not need to highlight it you can simply click on the X and the OnviCall system will ask you if you want to delete that event Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 34 Dispatch Schedule The Dispatch Schedule is a feature
48. ing A tells OnviCall to open the Answer Menu A Une This option allows you to answer an incoming call of your choice and not through the Auto Answer F1 command 1 Press A on your keyboard and the line number 1 9 you want to answer OR 2 Press A and 2 Line 3 Atthe prompt on the command line enter the line A _ Spacebar This option is the same as Auto Answer F1 It connects you to the highest priority call in the incoming Call Display Window If more than one call exists then you will connect to the oldest call Auto Answer can be modified by the user site but the default settings are in the following priority Hold calls Help Calls Incoming Calls Transfer Calls A H Hold Allows you to answer a call that has been placed in a hold status A E Echo Allows you to answer an echo that is attached to a message or page of an account Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 15 Client oe Client Menu Assign The Client Menu controls all of the information that pertains to your SE accounts such as contact numbers billing assignments and more The ert Client Menu corresponds with the Client Window area on the OnviCall Expand screen and has the following 8 features Recall Update C Client Zap Pressing C on your keyboard tells OnviCall to open the Client Menu C Select This allows you to GO TO a particular account 1 Press C and the 3 or 4 digit account
49. ions Entering a destination in brackets will designate itas a speed dial number and can be used in conjunction with the Client Window A Alpha Pager with predefined tower number designation When entering a number for an Alpha Pager you must precede the number with a capital A and a colon and the number must be followed by a comma and tower number designation Your supervisor predefines the tower number in the OnviCall Manager program The correct format is shown here To have this available for a speed dial address simply enclose the destination in square brackets A 5551212 1 normal A 5551212 1 speed dial D Pager Call Back Number When entering a number for a Pager you must precede the number with a capital D a colon and the pager number followed by commas for a delay then a call back number followed by a number sign The correct format is shown here To have this as a speed dial enter the destination in square brackets Note The amount of commas and the need for a sign is determined by the paging company D 5551212 1800843 7243 normal D 5551212 1800843 7243 speed dial E Email Address When entering an Email address you must precede the number with a capital E and a colon and the email address The correct format is shown here To have this as a speed dial enter the destination in square brackets E user abc com normal E user abc com speed dial To set up multiple email rec
50. ipients use a semi colon to separate the names E user1 abc com user2 abc com user3 abc com Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 13 F Fax When entering a number for a Fax you must precede the number with a capital F anda colon and the Fax number The correct format is shown here To have this as a speed dial enter the destination in square brackets Entering a number sign before the fax number will increase the font size of the received fax and entering an exclamation point after the will increase the font size and resolution Using an ampersand sign l before the fax will tell OnviCall to put a single message per page F 3331515 normal F 3331515 speed dial F 3331515 increases the font size of the received fax F 13331515 increases the font size and resolution F amp 3331515 single message per page P PCS Email When entering a number for a PCS cellular phone or pager that can receive text messages you must precede the number with a capital P and a colon and the PCS number followed by the email address This command will strip as much of the header information as possible when sending messages to cell phones and pagers Note Not all service providers allow OnviCall to do this The correct format is shown here To have this as a speed dial enter the destination in square brackets P 2223535 abc com normal P 2223535 abc com speed dial To set up multiple
51. ist of all accounts with messages 2 Use the down arrow key to scroll through the accounts and press Enter on the desired account or use the mouse and double click on the desired account to open it 3 OnviCall will take you to the default page of the account that has current messages in it Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 57 G T Get Text This feature allows you to search for an account by an answer phrase or part of that phrase 1 2 3 4 O Press GT on your keyboard In the prompt box at the command line type in a portion of an answer phrase that would be on page one of an account and press enter OnviCall returns a sub menu with a list of all possible accounts Use the down arrow key to scroll to the account name and press Enter on the desired account or use the mouse and double click on the account to open it OnviCall will take you to the account you requested CAUTION The less text that is entered could bring back a very large list which will consume a lot of time to scroll through For instance if you just enter DR any answer phrase with a DR in it will be returned G S Get Start This feature is used in conjunction with all other GET features When you need to continue searching for a list after an interruption and you abandoned the list at a particular account you can use this command to continue where you left off Let s say you were searching for all accounts
52. isting of all actions performed by you since your last log in The window will display the time you took the message what account the message was on the page message number and the actions you took to complete the message Operator History YAA Time Fg Meg Action O I Operator Incompletes This feature will bring up a listing of all incomplete messages taken since midnight that day You will not be permitted to logout of OnviCall unless all your messages are complete To complete incomplete messages 1 Press Ol on your keyboard 2 A sub menu appears giving you a listing of all your incomplete messages Incomplete Messages YAA Date Time Acct Answer Phrase 1 16 10 01am 9009 100 Thank rou for calling CadLom How may direct your call 1 16 10 07 am 9003 100 Thank rou for calling ad om How may direct pour call 3 Use the down arrow and press Enter to select the message or double left click on it with your mouse OnviCall will bring you to the selected message 4 Save your message by pressing F10 5 Abort your message by pressing Esc NOTE You can also click on the Incomplete Messages Icon in the Reminder Area of OnviCall to access your incomplete messages e lncomplete O P Operator Playback This is a privileged feature that shows all the calls you made on accounts since your log in 1 Press O P on your keyboard 2 A sub menu appears giving you a listing of all your calls 3 Use the down arrow and p
53. loha pager fax cellular email ES Dm i F Include in Global Be sure to use the proper preceding formats A Alpha page F Fax E Email etc 5 Press the spacebar to put a check mark on the tag labeled Include in Global to include in system wide searches 6 Press Enter or Click OK 7 Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box To Edit a Directory Listing 1 Press CC on your keyboard 2 Use your lab key or use your mouse to press the Edit button to open the Directory Window 3 Using your up and down arrows or your mouse select the entry you want to edit and press Enter to open the listing or double click with your mouse 4 Make your necessary changes Press Enter or Click OK 6 Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box H Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 22 To Delete a Directory Listing A 1 Press CC on your keyboard 2 Use your Tab key or your mouse to press the Edit button to open the Directory Window 3 Use the up and down arrow keys or your mouse to highlight the entry you want to delete 4 Press the delete icon 5 A Warning box appears asking you if you are AN Delete Regina Smith Are you sure sure 6 Select Yes 7 Your entry has now been deleted 8 Click on the X in the upper right corner of the windo
54. n 4 5 Click on the X in the upper right corner of Notify Month View OF Cancel Click on the name of the resource Select the month you want to view from the calendar at the bottom of the Notify window Right click on the calendar to print the window or press the Esc key to return to the Notify window Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 27 Resorting Resources After you scroll to another day or time frame click on the Resort button and your resources will be resorted based on on call time Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 28 To Create a New Schedule From the main screen click on the name you want to schedule a Notify for 1 Place your mouse parallel to their name on the time line and double left click under the time to open the New Schedule Box PM SE a ete e A EIS ey ee E K gt Mon Jan 13 2003 Mark 2 Enter your times and dates If you want the Notify to have an Auto Delivery press the space bar to put a check mark in the box or left click in the Auto Delivery box N ew Schedule Note Resource When creating a new schedule for start Time 12 30AM 1414 2003 y a resource OnviCall does NOT End Time amam 1 14 2003 7 allow you to go back in time Options Auto Delivery However if you edit an existing schedule you are permitted to go back in time for
55. nd down through the list and press Enter on their initials or double left click to transfer the call F7 Expand Press F7 to expand the contact or active window The expandable screen areas are the Call Display Window Client Information Window Message Window If Window and Status Window The format sizes are normal half page and full page To Expand Call Display Window Press F7 once to change the display from the default 4 incoming lines to all 9 incoming lines press F7 again to return to default To Expand Client Update Status Update If Update and Message Update Windows While in Update mode of the windows listed above press the F7 once to expand the screen to half size twice to expand the window to full size and three times to return to normal mode Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 9 FS Shorthand Table Shorthand T able OnviCall allows you to enter message information quickly with the shorthand table To enter a Shorthand phrase Rey Phrase Call back needed 45 4P Returned your call Call back Gone for the day Request for more information Returned your call Requests a Web Demo 1 Press the F8 key to display the shorthand table 2 Use the arrow keys or your mouse to highlight the phrase you want to use press enter on the keyboard or double left click with your mouse to place it into the program window you are working in 3 You can also type the Key that
56. nd only can be added or subtracted from manually and cannot include In Call Time Wrap Tim From Update Type Total 5710 2005 ll E 571072005 ll Account Settings ll Op 00 00 Hours Minutes Seconds Ir fall Time Corrections to Wrap Time oo fi 0 00 SEW When viewing types of wrap time you have the ability to view either the update times during a call that was in progress or by the time to complete the update after the call has been disconnected Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 36 Update Type Total 57057 2005 E 9410 2005 Client Window Update op 00 08 Hours Minutes Seconds Corrections to Wrap Time 4 OU DR UR Wrap time with the exception of the notify type will only start as a In Call Time when a call is in progress and will start as not in call time when the call is disconnected until the update is saved Notify will count the in call time and the time after the call is disconnected but will also include time of any notify updates even if there was no call present This will be included in the time that is displayed when the In Call Time is not checked In Call Time When the In Call Time check box is checked it will calculate the time it took to update an account while the operator was on the phone With the In Call Time unchecked it displays the time it took to complete the update after the call has been disconnected The agent may add or subtract
57. nded Messages falls below or exceeds the amount set in system settings Dispatch Alpha Count Will trigger an alarm if the number of alphas waiting to be sent in the alpha dispatch queue exceeds the limit set in system settings Dispatch Fax Count Will trigger an alarm if the number of faxes waiting to be sent in the fax dispatch queue exceeds the limit set in system settings Dispatch Email Count Will trigger an alarm if the number of emails waiting to be sent in the email dispatch queue exceeds the limit set in system settings Dispatch Queue Count Will trigger an alarm if the number of calls in the queue exceeds the limit set in system settings Dispatch Port Disable Will trigger an alarm if a port has become disabled after three unsuccessful attempts Dispatch Stalled Will trigger an alarm if the first five dispatches have been in the queue for more than 10 minutes Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 73 Line A Spacebar Agent Alphanumeric Pager Answer Phrase Auto Answer Auto Dispatch Backspace Call Display Window Chat Chat Window Client Assign Client Control Client Window Command line Allows you to answer an incoming call of your choice and not through the Auto Answer F1 command Connects you to the highest priority call in the incoming Call Display Window A general term for someone who handles telephone calls in a call center A small wireless r
58. ne account To use this command 1 Press JE on your keyboard a sub menu will appear with a list of all pages with echoes 2 Use the down arrow key to scroll through the echoes and press Enter on the desired page or use the mouse and double click on the desired page to open it 3 The system will bring you right to the page you selected J M Job Message This feature is used to obtain a list of all messages on an account To use this command 1 Press JM on your keyboard a sub menu will appear with a list of all pages with undelivered messages 2 Use the down arrow key to scroll through the pages and press Enter on the desired page or use the mouse and double click on the desired page to open it 3 The system will automatically take you to that page Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 59 J G J ob Global This feature is much like the Get Text feature in that it searches company names system wide No matter where you are in OnviCall you can perform this feature To quickly find an account number of a client you are searching for listed in the Job Global and Job Local directories 1 2 Type JG on your keyboard In the prompt box at the command line enter a 2 Search For portion of the company name or portion of the name exactly as it appears in the global directory and press Enter A sub menu appears giving you a listing of every account with those letters Use the down
59. needed and can also program the echo to pop up at a later date and time To create a new echo u LE t 9009 Page 100 x 1 Press EN on your keyboard a sub menu will Waasser age x appear Attach To 2 Using the mouse starting at the top of the Message menu point and click to indicate you would Ol eae like to attach an echo to a message or a page Return To You can only set an echo on a message ee while viewing the message KEEN 3 Select if you want the echo to return to the C Al operator who created the echo or All Return Time operators Time interval 5 minutes 4 Set your return time 5 If you want to set it for a specific date you C Date Time 1 15 o 4 31pm would place your mouse in the radio button Comment next to date to be able to change date and time Cancel 6 Add any comments 7 Press Enter on your keyboard or Click OK with your mouse EA Echo Answer This function lets you answer an echo When you select EA you are brought right to that echo EZ Echo Zap There are only two ways to delete an echo One is when the message that the echo is attached to is delivered the other method is zapping This is a privileged feature To zap a message echo or a page echo you must have that page or message on the screen then 1 Press EZ on your keyboard 2 Select Page or Message 3 Select Yes The Echo Icon will be displayed on the Reminder Area of the OnviCall program when y
60. ngs number to get the Account settings Edit Directory HONE Message send dialog box or click e b e Edit hd Mark as delivered on the page number Auto Dispatch Hone to get the page Edit Notify Schedule 2 entries Include history settings dialog box te 9 E dit Event Schedule NONE Edit Dispatch Schedule none Wrap Time From Update Type Total 5117 2005 sl E 84112005 cient AE Update IR 05 00 i date k Seconds Gre Keen Update In Call Time Corrections to ra Notify Window Update joo Save Window Update Message Window Update Web Window Navigate A Hehe Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 17 Client Control Page Level This window is broken down into three sections Page Settings Page Local and Default Settings Page Settings Answer phrase Thank You for calling CadCom How may direct your call Web home page bunn Cadeom eom Accuscript PO Page layout Web Status If Message Default expand None sl Message format Fax Format sl Page Settings Answer Phrase The Answer Phrase is found on the line under the Call Display Page Local Edit Directory E dit Auto Dispatch E dit Notify Schedule Edit Event Schedule Edit Dispatch Schedule HNE HANE HNE HNE HNE Default Settings Message send hd Mark as delivered T Include history Window of the OnviCall Pr
61. ogram Screen It tells operators what to say when answering incoming calls Thank You for calling CadCom How may direct your call 5009 100 1 Press CC on your keyboard 2 Press Tab to highlight the Answer Phrase or use your mouse to highlight the text 3 Type the new Answer Phrase 4 Press Enter or Click the OK button to close the window The Answer Phrase has now been changed for that account Enter Tod before inserting the phase to have the time of day automatically inserted in to the statement Formats Good Tod Morning Capital first letter Good tod morning All lowercase letters Entering Dow will display the day of the week Formats Dow Monday Capital first letter DOW MONDAY All capital letters Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Good Morning Midnight 11 59AM o Af 12 00PM 6PM Good TOD MORNING All capital letters eng Fong we aal Page 18 Web Home Page This area is where you would enter your clients Web address You will need to change the Page layout in order to have operators view this screen see Page Layout To enter a web address simply enter the URL and Press Enter to close the dialog box When the Page Layout is changed to view Web pages the clients Web Page will be visible AccuScript This is where you would enter your AccuScript Campaign information To enter a campaign name type it here and press Enter to close th
62. on Window Window Message Window If Window and Status Window The format sizes are normal half page and full page OnviCall allows you to enter message information quickly with the shorthand table Refreshes data for the current account page A process by which fixed graphic material including pictures text or images is scanned and the information converted into electrical signals which are transmitted via telephone to produce a paper copy of the graphics on the receiving fax machine Settings and information applied and found system wide The Home key moves you to the start of a line Notifies you of account exceptions for handling calls Messages that have not been saved yet This option allows you to change from Over strike mode characters are typed over by another character to Insert mode in order to insert other characters while editing OnviCall Operator User s Guide Version 2 2 1 Page 75 Local Menu Bar Message Copy Message Deliver Message History Message Icon Message List Message Send No Service Icon Operator Operator ID Operator Union Patch Icon Priority Privileged Program Title Bar Prompt Recall Rotation Status Hot Rotation Status In Rotation Status Out Rotation Status Standby Copyright 2006 OnviSource Settings and information applied and found at the account level A list of options presented in a drop down format This feature allows you to
63. operator they need to follow up on an action Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 74 Email address End Key Expand F1 Auto Answer F10 Save F11 Voice Recorder F12 Operator Rotation Status F2 Flash Hook F3 Hang Up F4 Operator List F5 Hold F6 Priority Hold F7 Expand F8 Shorthand Table F9 Refresh Fax Global Home Key If Window Incomplete Messages Insert Copyright 2006 OnviSource A format used to specify the source or destination of an electronic mail message Moves you to the end of a line when depressed Enables you to view a screen in three different sizes Connects you to the highest priority call in the incoming Call Display Window Saves your current changes while in edit mode Allows a patch from an incoming caller to a Voicemail system Allows you to change your rotation status Allows a caller to be put on hold while the system gives an operator another dial tone to place an outgoing call in order to transfer them to a SCH party Disconnects the active call and releases the line Generates a list of operators by their initials rotation status In Out Hot Standby and station IP Address Places the current call on hold Keeps a Call out of rotation for reassignment to another operator Expands the contact or active window The expandable screen areas are the Call Display Window Client Informati
64. ou have Echoes that need to be answered You can click on the Icon to be brought to the message or page that has the Echo associated with it Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 61 Dial Manual Dial Menu List The dial menu controls your outbound call activities It gives you the ability Directory to dial an outgoing number from your terminal Recall Voice D Dial Manual This feature allows you to dial a number manually To dial on outgoing number 1 Press D on your keyboard 2 At the prompt on the command line enter the 7 11 digit number to be dialed 3 Press Enter The computer will dial the number for you Shortc ut to Directory List Directory List is used for accessing phone numbers destinations within the Account Directory When used at a Dial prompt it uses a filter to capture and display phone numbers within the Account Directory as well as displays all phone numbers dialed on that account since midnight of the current day by all operators Using the Directory List at the Dial Prompt Alt L 1 Press D on your keyboard 2 At the prompt on the command line press Alt L to bring up the Directory List Directory List X E Directory Account 1950 oe Mik 555 222 2 l E 555 1111 EL Todays Dialouts Account 1950 555 1214 555 1111 3 Use your up and down arrow keys to scroll to the number you wish to dial or use the mouse to select it press
65. ou will not be able to navigate a web site unless the page layout has been changed to view the Web Window WX Web Expand This command is used to enable you to view the screen in three different sizes E This is useful when you know there is more information to be viewed You can easily tell if there is more information to be viewed if you see a scroll bar to the right of the box El 1 Press WX on your keyboard once and the Web Screen will change to half the size of the total screen 2 Press WX twice and the Web Screen will change to full size 3 Press WX three times and the Web Window will return to normal size default size WN Web Navigate This privileged feature allows an operator to navigate through a client s website if the account has been formatted for a URL address website eege reet eg Wat ege ac weer MUA tool bar 2 Using your mouse navigate through the website 3 To Exit left click on the Exit on the navigation tool bar or press the Esc key You will receive a warning box asking you if want to exit Warning AN Exit Are you sure 4 Select Yes to Exit You can now proceed with normal OnviCall functions Note While you are Web Navigating and IN rotation you can still receive incoming phone calls You will have to EXIT the website in order to answer the incoming line Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 56 Get All Get Menu Echo The Get feature i
66. ouse to press the Edit button to open the Auto Dispatch Window 3 Use the up and down arrow keys or your mouse to highlight the entry you want to edit and press Enter to open the listing or double click with your mouse 4 Make your necessary changes Press Enter or Click OK 6 Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box SH Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 24 To Delete an Auto Dispatch A 1 Press CC on your keyboard 2 Use your Tab key or use your mouse to press the Edit button to open the Auto Dispatch Window 3 Using your up and down arrows or your mouse select the entry you want to delete Press the delete icon A Warning box appears asking you if you are sure select Yes Your entry has now been deleted Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box a eS Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 25 Notify Schedule OnviCall lets you create an on call schedule for each page on an account To access Notify Schedule 1 Press CC on your keyboard 2 Use the Tab key to highlight the Edit button and press Enter to open the Notify schedule Window Notify Account 0001 Page 001 x Hen X Ea Mon Jun 7 2004 N morata ERR DES ER REH lel July 2004 SoM Iw Opens the dialog box for
67. red messages Mag In Op To a 0003 17142003 4 45 27 PM VAS To view an undelivered message Using the up and down arrow keys or mouse to highlight the message press Enter or double left click on the message You will be taken to that message where you can choose to update it or deliver it To get a list of delivered messages you must use the Message Recall feature first Press MR on your keyboard then press ML You will now get a list of delivered messages Account 9009 Page 100 Delivered messages Mag In Up Op To a 0002 1 14 4005 4 45 10 PM VAA 1 14 4005 5 09 13 PM VAA Veronica UU 17142003 4 05 44 PM VAA 1 14 4005 4 24 11 PM YAA Veronica To view a delivered message Using your up and down arrow keys or mouse to highlight the message press Enter or double left click on the message You will be taken to that message where you can choose to update it or deliver it NOTE If you chose to update a message after it has been delivered it becomes a new undelivered message upon saving Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 52 M N Message New This feature allows you to create a new message Each time you need to add a new message to an account you must go to the appropriate page first 1 Type MN on your keyboard Your cursor will appear in the message field and you are now ready to type your message 2 Togo from field to field press the Enter or Tab key 3 Enter
68. ress Enter to select the call you want to listen to or double left click on it with your mouse OnviCall will playback the selected message into your headset Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 67 O C Operator Chat This feature gives you the ability to chat with other operators if they have been given the privilege You can chat privately with another operator or you can chat with all operators By default chat starts in global mode so you must tell OnviCall when you want to be in private chat To Enter Private Chat 1 Press OC on your keyboard 2 At the prompt at the command line you MUST enter chat 3 initials of operator you wish to chat with 3 Press Enter The receiving operator will be notified of the request and will see the word CHAT in green in the bottom right corner of the screen 4 Your Message Window changes to a chat window To Enter Private Chat using the Operator List F4 SS 1 Press F4 to bring up the Operator List 2 Right click on the operator s name and select Chat 3 Your Message Window changes to a chat window 2 vee cont ge Type your message and press Enter 5 To exit chat press the Esc key Global Chat all operators 1 Press OC on your keyboard 2 Atthe prompt at the command line enter your message and press Enter 3 Your message window will turn into a chat room 4 Each operator will be notified of
69. rk remotely 1 2 3 Open the OnviCall program Press OM on your keyboard 2 Remote Dial At the prompt on the command line enter the phone number you are dialing FROM and press Enter Your telephone will ring answer it and DO NOT HANG UP that will disconnect you from the system You will see the Remote Icon located E on the Reminder Area of OnviCall Remote Use your F1 key to answer calls and F3 to disconnect from callers To exit or stop making calls Press OM then hang up the phone Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 69 Remote Dial on Demand This feature is an extension of Operator Remote dial because it uses the same keystrokes on your keyboard To utilize this feature a change in the keyboard cfg file in Operator folder on the DataServer and remote operators will be required to add these entries to their keyboard cfg files on their stations as well An additional change to the settings cfg file on the SwitchServer will also be required This will apply to all operators when enabled When enabled remote operators will be able to get into rotation without a remote talk path established Operator Remote Instructions 1 Open the OnviCall Operator program 2 Press OM on your keyboard 3 At the prompt on the command line enter the 2 Remote Dial phone number you are dialing FROM and press Enter Note After the initial Manual remote dial the number yo
70. s a system wide search that allows you to search all Message accounts in your system and has five functions Text Start G A Get All The Get All feature is used to pull up a list of all accounts by answer phrase that are currently in the system whether in or out of service To use this command 1 Press GA on your keyboard and a sub menu Get All will appear with a list of all accounts Answer Phrase m0 new acct 2 Use the down arrow key to scroll through the eee accounts and press Enter on the desired e DUDU Account 8000 Page 1 account or use the mouse and double click on g000 Account 5000 Page 1 the desired account to open it S001 Account 9001 Page 1 3 You will be brought to the default page of the 5002 Account 9002 Page 1 chosen account 9003 Account 9003 Page 1 GE Get Echo This feature is used to obtain a list of all echoes that are in the system To use this command 1 Press GE on your keyboard and a sub menu will appear with a list of all accounts with echoes 2 Use the down arrow key to scroll through the accounts and press Enter on the desired account or use the mouse and double click on the desired account to open it 3 OnviCall will take you to the page or message in the account that has the echo attached to it G M Get Message This feature is used to obtain a list of all accounts that have open messages To use this command 1 Press GM on your keyboard and a sub menu will appear with a l
71. se Directory List x E Directory Account 1950 Mike Alpha 4 555 6666 1 be Office Fax F 555 1212 a Office Fax 2 Lis 555 Se Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 54 M U Message Update This feature allows you to update a previously saved message To update the message you must be looking at the message you want to update for the account 1 Press MU on your keyboard 2 Add or change any information within the message 3 Press F10 or click on Save to save the message M Z Message Zap This is a privileged feature that allows a message to be deleted from the system Please be sure you want to delete a message once you do it will no longer be available AN Message ap Are you sure 1 Press MZ on your keyboard A warning window prompts you asking if you are sure 2 Select Yes or No Once you select Yes all your information will be gone 3 Press F10 to Save Note When you Zap a message it becomes part of delivered messages You can use the Message Recall to recall the message then Message Update to save the message making it new again Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 55 web Web Menu Expand This is a privileged feature that allows an operator to view and navigate a Navigate clients web site It works in conjunction with the Web window of a page that has been set up to view a web site and has 2 features Y
72. that has the messages to be delivered 2 Type MD on your keyboard 2 Deliver To Set 3 In the prompt box at the command line enter the name of the person to deliver the message to 4 Press Enter OnviCall will mark that message delivered with the name you entered and will automatically take you to the next message 5 Please take notice that OnviCall will keep the persons name in the Deliver to box as you scroll through the messages enabling you to deliver them with ease 6 At the next message to deliver simply press the Enter Key and continue until all messages are delivered 7 To skip a message simply press the Right Arrow to skip over that message and then continue delivering your messages This command is used to enable you to view the screen in three different sizes This is useful when you know there is more information to be viewed You can easily tell if there is more information to be viewed if you see a scroll bar to the right sl of the box M X Message Expand a 1 Press MX on your keyboard once and the Message Screen will change to half the size of the total screen 2 Press MX twice and the Message Screen will change to full size 3 Press MX three times and the Message Window will return to normal size default size M H Message History This feature is used to let you see what actions have been taken on a particular message To see the message history you must be viewing the message you nee
73. the current day only This is helpful when editing a repeating schedule Merk as Delivered FP lrelude Histan Advanced Options 3 If the schedule you set up will repeat tab to the Advanced Options button to highlight it and press Enter to open the Repeating Schedule Set Up Otherwise Press Enter or click OK to close the dialog box Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 29 Repeating Schedule Set Up 1 Select a Start and End Date 2 Select what days of the week the occurrence will happen 3 Select what weeks of the month this occurrence is to be set up for 4 Press Enter or click OK to close the window The example below tells OnviCall that starting on 1 14 03 for one month this tech will be on call every Tuesday and Wednesday for the times set in the previous menu Repeating Schedule Set Up Start Date 14142003 End Date ef 14 2005 sl Days Monday Weeklst M ist W Tuesday h 2nd i Wednesda CG a T Thursday H Ak T Friday FP Saturday FT Sunday Once completed your schedule will look like the picture below Notify Account 0000 Page 001 x iNew X wae DM AM Eh ao Leben a So ebe AO EE e 5 144 GE E 54 PESA A lies ee alee ers Marcus es Steven Mon Jun 21 2004 lf you need to delete or override a schedule simply put your mouse over the colored line next to the name you wish to edit and right click Copyright 2006 OnviSource OnviCall Op
74. the global chat by seeing the word CHAT in green in the bottom right corner of the screen 5 To exit chat press the Esc key Chat Window This is where all messages are displayed You will be able to differentiate the type of chat you are in by the characters that surround your chat text lt gt Global chat messages lt AA Thu 1 16 11 34am gt this is a global message private chat messages VAA vaa Thu 1 16 11 37am this is private chat System messages Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 68 Command Line commands chat lt agent gt Start a private conversation with lt agent gt chat return to global conversation msg lt agent gt lt message gt send a private message to lt agent gt beep lt agent gt Beep lt agent gt s terminal Note These chat sessions are recorded in the Manager Program O R Operator Recall This feature will bring up a list of all your previously dialed accounts since midnight 1 2 3 Press OR on your keyboard a sub menu will appear listing all calls To redial a number use the down arrow key and press Enter or double click on the line with your mouse OnviCall will automatically dial the number for you O M Operator Remote Dial This is a privileged feature that allows you to dial in to the system remotely such as a personal residence to take incoming calls You must have DSL and a phone line in order to be able to wo
75. time in the Begin time to be 3 00 PM then select All in Series to have it change all occurrences Mon Jun 21 2004 2 a a RAN akale ea ee e aae e TT AAA A A gii Notify Edit Schedule KS Resource Steven sl Hew BeginT ime 04 00 DM 6212004 sl End Time 11 00 DM 6212004 D Options Auto Delivery P Mark as Delivered E Urielude History IES C This Occurence E Allin Series Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 32 Event Schedule A function in OnviCall that lets you set up scheduled reminders that occur in advance for daily weekly or monthly account notification The event will appear in the form of an echo set to an Event Message programmed by management Common events include services performed on a daily basis per client request such as wake up calls or meeting reminders de Event Account 9009 Page 100 To Create a New Event For i Message 2 Use your Tab key or use your mouse to press 1 Press CC on your keyboard the Edit button to open the Edit Event Schedule Schedule Window Date Time 01 16 a _6 47 pm 3 Press the letter N on your keyboard or Click AE the New Icon with your mouse SE 4 Complete the form by entering event name E Tuesday the message or purpose of the event and the Eege schedule that follows You can set an event to ida occur only once or weekly A cada 5 Press Enter or Click OK 6 Click on the X
76. tting Up Speed Dial Numbers 1 Press CU on your keyboard 2 Enter a number or email in the following format A 5551212 1 F 3331515 E operator OnviSource com 3 Press F10 to Save NOTE The numbers must be enclosed in brackets to be recognized as Speed dial numbers Shortc ut to the Directory List Directory List is used for accessing phone numbers destinations within the Account Directory When used at a Message send prompt the Directory List will filter and display all numbers available when sending a message such as aloha pagers faxes and emails Using the Directory List at the Message Send Prompt Alt L 1 Press MS to get a list of all undelivered messages 2 Using your up and down arrow keys highlight the message you want to send and press Enter If you want to select multiple messages press the shift and down arrow to highlight them and then press Enter 3 In the prompt box at the command line press Alt L to bring up the Send List Directory List x El Directory Account 1950 d One Fax F 555 1212 d NS Office Fax 2 3 555 3434 EL Todays Dialouts Account 1950 H F 555 3434 u 4 555 5686 1 4 Use your up and down arrow keys to scroll to the destination you wish to send to or use the mouse to select it press enter or double click to send Note By default Today s Dialouts are not expanded To expand the list press your right arrow key or click on the sign with your mou
77. tton Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 42 CT Client Text This option allows you to search for a particular word or name or series of letters in the Client Window on any page of the account that you are currently viewing Note The text entered in the command line must be exactly as it appears in the Client Window on that page 1 2 3 4 While in a particular account press CT on your keyboard and at the command line at the bottom of the screen enter a portion of the name or a word or a series of letters and Press Enter 2 Search For A submenu will appear with a list of pages that include your search criteria Using the down arrow key or your mouse select the page Press Enter or double left click with the mouse to go to the page C X Client Expand This command is used to enable you to view the screen in three different sizes This is useful when you know there is more information to be viewed 1 2 3 Press CX on your keyboard once and the Client Screen will change to half the size of the total screen Press CX twice and the Client Screen will change to full size Press CX three times and the Client Screen will return to normal size default size C R Client Recall OnviCall lets you retrieve previously saved information in the Client information window 1 2 Press CR on your keyboard you will see a small blue arrow that Client curves to the l
78. u entered will be remembered until you logout of Operator You can then use the Auto Remote Dial command keystrokes you defined in your keyboard cfg file to call back when needed 4 Your telephone will ring answer it and DO NOT HANG UP that will disconnect you from the system You will see the Remote Icon located on the Reminder Area of OnviCall 5 Use your F1 key to answer calls and F3 to disconnect from callers 6 To exit or stop making calls Press OM then hang up the phone Notes Disconnecting a Call If you are talking to a caller and you hang up your talk path it will not disconnect the call you will need to press F3 to disconnect the call Receiving a Call You can answer a call without having a talk path established but unless you establish your talk path you will not be able to talk to the caller Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 70 Change to keyboard cfg file example Location of keyboard cfg file C OnviCall Operator keyboard cfg Default keyboard file CTRL F10 SAVE ECHO NEW Add the following highlighted text to the CTRL ALT F10 SAVE ECHO NEW DEFAULT keyboard cfg file The key combination can CTRL F7 MESSAGE NEW be any combination but the text after the shown here Change to settings cfg file on the SwitchServer Location of settings cfg file C OnviCall SwitchServer settings cfg MI SC No Op Ringback 1 Gi S f o Add the following
79. u receive a message Rotation Status Displays the Operators current rotation status In Out Standby or Hot Operatoss In Displays the number of current Operators logged into the system and the number of operators currently in rotation A display of 4 2 would show you that 4 operators are logged on but only 2 are available to take calls Date and Time Displays the current date and time from the Data Server not from that individual workstation Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 4 Reminder Area Displays more information about the client such as operator incomplete messages messages and echoes The following are the types of Reminders you will see Y Ze Incomplete Messages messages that have not been saved yet Messages indicates that the account has undelivered messages Echoes a tagged message or page designed to alert the operator they need to follow up on an action Voice Mail indicates the account is set up with voicemail No Service indicates that the account is not available Patch indicates that you have an incoming caller patched to a third party call Remote Dial indicates that you are logged into OnviCall remotely Check In indicates that the account is set up as a Check in account Ze Ze Ze Ze 4 Ze Ze Ze Copynght 2006 OnviSource OnviC all Operator User s Guide Version 2 2 1 Page 5 Logging
80. uide Version 2 2 1 Page 41 Account Voicemail The area in OnviCall where you enter the accounts voice Mokema mailbox information Enter the accounts voice mailbox Mailbos bes number followed by the and click OK to save When using the auto record to voice mail feature OnviCall uses the voice mailbox information stored here The Voice Mail Icon will be displayed on the Reminder Area of the OnviCall Operator program reminding you the account is set up with voice mail and if voce Mall the call schedule is set to go to the voicemail Account Global Ac c ount Global Settings found on the Account level view define global Edil Auto Dispatch Done dispatch parameters On this level all messages Dispatch Schedule 1 entry dispatch immediately for all pages within the account to the designated recipient Groups Groups Management to help organize accounts and optimize call handling can define groups F Adding Groups sp J Remove 1 Tab over to highlight the Add button and press Enter or click on the Add button with your mouse 2 Select the group you want to assign from the Not a Member Of Window and click the Add button That group will now be added to the Member of window 3 To move it back to Not a member of highlight it and select Remove Member of Not member of 4 Click OK to complete the assignment Deleting Groups Highlight the Group in the window and select the Remove bu
81. ur terminal Allows NO incoming calls and echoes to your terminal Allows dial outs and transferred calls to and from your terminal OnviCall Operator User s Guide Version 2 2 1 Page 76 Speed Dial Numbers Status Copy Status Window Talk Mode Time Zone Undelivered message Update Voice Mail Icon Voicemail Zap Copyright 2006 OnviSource A feature that enables you to store frequently used telephone numbers and email address for quick message delivery Copy contents in a Status Window to another page or account Displays important account information for the proper handling of a call Displays what type of call you are on and the duration of the call Option in OnviCall that allows you to specify a time zone difference between you and your client A message that has not been delivered to an account Enables your to edit information in a window Indicates the account is set up with voicemail A system for sending storing and retrieving audio messages like a telephone answering machine Deletes ALL information from a screen at one time OnviCall Operator User s Guide Version 2 2 1 Page 77
82. w or press the Esc key to return to the Client Control Box Warming Copyright 2006 OnviSource OnviCall Operator User s Guide Version 2 2 1 Page 23 Auto Dispatch This function in OnviCall s dispatch system allows you to dispatch messages immediately upon completion This area lets you set up the account or its pages with the Auto Dispatch feature A Auto Dispatch HOME To Set Up an Auto Dispatch H Hew 1 Press CC on your keyboard 2 Use your Tab key or use your mouse to press the Auto Dispatch Edit button to open the Auto Dispatch Window SE gt 3 Press N on your keyboard or Click on the New Icon 7 s Ea with your mouse a ira 4 Enter the destination alpha pager fax cellular 7 Bii email K Tuesday 5 Set your start and end times Sie aak i 6 Set your delivery schedule by placing a check mark Geer in the days you wish the dispatch to occur By e SE default the times are set for 24hours F7 Include message history To place a check mark in a box by only using your keyboard tab to the area you want the check mark Ok Ge and press the spacebar The check mark will be placed in the box To remove the checkbox press your spacebar again 7 Press Enter or Click OK 8 Click on the X in the upper right corner of the window or press the Esc key to return to the Client Control Box To Edit an Auto Dispatch 1 Press CC on your keyboard 2 Use your Tab key or use your m

OnviCall Operator User`s Manual Version 2.2.1

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