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Contact Advantage Manual i
Contents
Warranty............................................v
C
HAPTER 1
Installation.........................................1
ClientSystemRequirements ..............................1
SessionLicensingandLicenseUpgradeProcedures............2
InstallationandSetup....................................3
Pre-InstallationChecklist...............................3
InstallingContactAdvantageonaClientSystem ............3
UninstallingContactAdvantage..........................3
Microsoft Outlook and Outlook Express Support ..............3
ACT!/GoldMine®Support ...............................4
QuickNetIntegration ....................................4
CHAPTER 2
GettingStarted .....................................5
Logging In ............................................5
Logging In Remotely Using an IP Extension . . ...............7
IPExtensionsUsingMicrosoftNetMeeting3.01.............8
IPExtensionsUsingQuickNet...........................8
Troubleshooting IP Connectivity .........................9
HidingorExitingContactAdvantage .......................9
Using the Windows Tray Phone Icon. .....................9
ResizingtheDisplay..................................10
CallStates............................................10
ErrorMessages........................................11
CHAPTER 3
UsingContactAdvantageasaDesktopUser............15
AbouttheMainWindow ..............................16
- Contact Advantage 4.5 1
- Contact Advantage™ 2
- WARNING! 3
- TRADEMARKS 3
- Contents 4
- CHAPTER 4 5
- CHAPTER 5 5
- CHAPTER 6 6
- Warranty 8
- HowtoObtainService 9
- Effect of State L aw 10
- Sales Outside the U.S.A 10
- Client System Requirements 12
- Procedures 13
- Upgrading Licenses 13
- Installation and Setup 14
- ACT!/GoldMine® Support 15
- QuickNet Integration 15
- Logging In 16
- To log i n: 17
- Contact Advantage Manual 7 18
- IP Extensions Using QuickNet 19
- PopUp whenYouGetaCall 20
- Call States 21
- Error Messages 22
- Getting Started 24
- 14 Contact Advantage Manual 25
- Using Contact Advantage as a 26
- Desktop User 26
- About the Main Window 27
- Contact Advantage Manual 17 28
- Handling Calls 29
- Contact Advantage Manual 19 30
- Figure 6. The Dial button 30
- Dialing By Number 31
- Dialing By Name or Extension 31
- Dialing Speed Dial Numbers 32
- Redialing 32
- Using CallWaiting 33
- Transferring Calls 33
- Sending Calls to Voice Mail 34
- Transferring to Attendant 34
- Centrex Transfer 34
- Conferencing Calls 35
- Using Account Codes 36
- Using Voice Mail 37
- Listening to Your Voice Mail 38
- Saving Remotely or Locally 39
- Deleting the Message 39
- Returning the Call 39
- Attaching a Memo 39
- Forwarding Voice Mail 40
- 30 Contact Advantage Manual 41
- Contact Advantage Manual 31 42
- Creating a VM Group 43
- Changing a VM Group 43
- Deleting a Group 44
- Monitoring 44
- 34 Contact Advantage Manual 45
- Figure 19. The Monitor Window 45
- Reading the Monitor List 46
- Calling or Picking Up Calls 46
- Viewingthe Call History 47
- Using Contact Adv 48
- 38 Contact Advantage Manual 49
- Workgroup Agent 50
- Workgroup Login 51
- Call Handling 53
- Viewing Caller Data 54
- 44 Contact Advantage Manual 55
- Figure 5. Add URL dialog box 55
- Figure 6. Caller Data window 55
- Viewing the Call History 58
- Viewing Workgroup Statistics 59
- Viewing Queues 60
- 50 Contact Advantage Manual 61
- 52 Contact Advantage Manual 63
- Viewing Group Statistics 64
- Switching Workgroup Views 65
- Viewing Agent Statistics 66
- To change the display: 67
- Viewing Agent Current Status 68
- Listening In 69
- Barging In 70
- Viewing the Queues 70
- Workgroup CDR Search 71
- Contact Advantage Manual 61 72
- Workgroup Statistics Search 73
- Search Results 74
- Stop button 75
- Apply Button andOKButton 76
- General Information 77
- Voice Mail Play Options 78
- Accessing Databases 78
- 68 Contact Advantage Manual 79
- Forwarding All Calls 80
- Do Not Disturb 81
- One Number Access (ONA) 81
- Before You Set Up ONA 82
- Using a Password 83
- Message Notification 84
- 74 Contact Advantage Manual 85
- Station Speed Dialing Setup 86
- System Speed Dialing 87
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