Tag Archives: telephony

Vertical TeleVantage Viewpoint Instant Messsaging

TeleVantage version 7 now supports real-time instant messaging naitive to the Viewpoint client. This feature allows agents to instant message by right clicking a username in Viewpoint and selecting Send An Instant Message. This client is limited to local LAN access only and does not support file transfer. The IM feature is not logged, and is not HIPPA compliant, so administrators may want to make policies regarding its use if they choose to deploy the feature. Installing TeleVantage Viewpoint automatically installs the IM client during…


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Vertical TeleVantage SMDR Collection And Reporting Using Tapit Over Serial Ports

Tapit is a popular call accounting package with a large install base. With a load of features including built-in reports and a web server for distributing call detail queries, it can make managing call records easy. TeleVantage also has reporting built in, but this is hampered by the sheer amount of data that must be retained. By using the SMDR (Station Message Detail Recording) protocol to send data to Tapit, long term reporting can be offloaded to Tapit and leave Vertical TeleVantage to manage short…

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How To Monitor Queue Performance In Vertical Televantage

How to monitor a queue using a phone Dial *55 when logged onto the system using an account that has the “monitor queue” permission. Statisitics will be announced using the system IVR and prompts. Callers Waiting – How many calls are waiting in the queue Expected Wait Time – Results of a formula indicating how long of a wait there currently is Active Agents – Number of available agents Total Calls – Number of calls received in the current period Abandon Rate – Abandon calls…

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Vertical TeleVantage Password Security

Easy to guess passwords are the Achilles heel of all phone systems. Vertical TeleVantage combats this by offering the administrator the ability to enforce the use of strong passwords for system users. Other options, such as lockout and password expiration make the job of guessing a password much harder. Requiring Password Complexity Options for strong passwords include minimum password length, prevent passwords that contain the account’s extension, and a list item entitled ‘Prevent passwords from the following list’. This final option includes a long group…

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Vertical TeleVantage License File Types Explained

Televantage license files are text files that contain information about purchased licenses, and are unique to each purchase. A reseller delivers the file (or files) to be imported into a server. These licenses then need to be activated to tie the purchase to a hardware system. The license files may also be exported, which is a good practice for disaster recovery. The license file contains types of licences and unique keys for each item. The types laid out in the below key can help decipher…

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