Category Archives: Vertical TeleVantage

Vertical TeleVantage How To Determine Who An Agent Is Calling As

┬áTeleVantage user’s calls are tracked and routed according to who they are and their routing lists. A regular user can place and receive calls and those calls are credited to that user in system reports. Agents who do not log out of phones when hot-desking may cause reports to be skewed. When a TeleVantage user is a member of a queue or multiple queues, they can call as themselves, or as a queue agent. If the agent is a member of multiple queues, they can…


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Vertical TeleVantage Call History Functionality

Vertical TeleVantage now has a call history feature available to any user who has the Viewpoint client. The Call History pane shows cradle to grave call details illustrating how each call traveled through the system. This tool simplifies tracing calls through the system, and is an invaluable tool when troubleshooting calls that arrived in incorrect locations when the cause is complicated routing, incorrect end-user handling or even mistakes made by the calling party. The call history information is available to anyone who can see the…

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Types of agent call distribution in Vertical TeleVantage call center queues

Vertical TeleVantage call queues offer different algorithms to determine call distribution. The queue setup screen allows the choice of how calls will be distributed on a per queue basis. The type of call distribution to choose depends on the business process, each unique situation should determine the type of distribution for the queue. Top Down – Calls are distributed to an ordered list of agents. The list is walked from top to bottom until an active agent is found. If there is no one available,…

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How to back up Vertical TeleVantage

In addition to daily server backup, TeleVantage has a seperate backup procedure. A regular schedule of performing this backup should be followed- this will allow the quickest restore of a server in the event of problems. The following instructions assume the system default installation has been chosen, if the install locations are different, then adjust accordingly. Choose Tools–> Backup Database. This creates two files, a dump of the database and some registry entries. Copy these backed up files to an off server location C:\TeleVantage Server\Data…

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Vertical TeleVantage Archived Recording Browser

Vertical TeleVantage includes a client for browsing archived call recordings. This tool is installed via the “custom” option of the client setup utility. Once installed, a user who has been granted permissions to browse and search a particular archive may do so, if a user has permissions for multiple archives, they can choose from a drop down of archives to select from. Archived recordings are culled from mailboxes and saved on a schedule set from the TeleVantage Administrator utility. These scheduled events specify when and…

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