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TeleVantage 6.0  Features

TeleVantage 6.x Features, Remote support from True Data Technology

3/18/2004
© 2004, Artisoft, Inc.

I. New End User Features

II. New Administrator, Hardware. System and SDK Features

· Any remote phone (cell phone, home phone, IP phone, legacy PBX phone, etc) can become a TeleVantage station when defined as an external station by the Administrator. Just like regular stations, external stations can be used with the Call Monitor, and support features such as hands-free answering and call waiting. If a user with an external station moves locations (e.g. from IP phone to Home phone), they can change their station’s remote number using ViewPoint or the phone commands. Also related are the features added to ViewPoint for roaming users, described below in New ViewPoint Features.

· Callers can directly leave voice mails without ringing the target extension by dialing the extension number followed by the * key from dial tone or an auto attendant (e.g. dial 102*). By default this feature is disabled since it can introduce a 3 second (adjustable) delay after dialing extensions without a *. When leaving voice mail using this method only the user’s default greeting will be used, and call rules and routing lists that change the greeting will be ignored.

· Voice mailboxes can now have a maximum size of 999,999 minutes or nearly 2 years of constant 24x7 recording (consuming 447 GB).

· You can now transfer calls to external numbers using the telephone commands. While on a call, press Flash 1 to transfer as usual, and then enter an access code plus an external number instead of an extension.

· You can now record calls using the phone by pressing Flash *16 at any time during the call to start or stop recording. You can also press *16 before dialing the call too.

· You can now simultaneously ring external numbers in queues and workgroups, including simultaneously ringing external Voice-over-IP phones.

· With call waiting turned on, if you receive another inbound call at dial tone or voice mail, the call will camp on the extension and wait for the ring duration to timeout before going to the next action in the routing list. This way if you hang up the phone before the timeout completes, your phone will ring so you can grab the call. Note you will not hear call waiting tone while in voice mail or at dial tone.

· After a station is in reorder for an extended period of time, TeleVantage will now play a loud alert tone to signal to any users within earshot that they need to place the phone on hook.

· TeleVantage now supports the Uniden UIP300 IP Phone.

· Toshiba digital phones can now toggle any standard personal status on or off using the Set Personal Status feature button. This feature does not support custom personal statuses.

· Toshiba digital phones can be configured to immediately connect to a ringing SDN when picked up.

· The TeleVantage Client has been enhanced and renamed to TeleVantage ViewPoint with a new Outlook 2003-style look with a navigation pane, favorite folder list and support for Windows XP themes. The TeleVantage Web Client is now TeleVantage ViewPoint Web Access. To restore the TeleVantage 5.x look and feel select Tools > Options or edit the user in the Administrator. ViewPoint Web Access also has an enhanced look and feel and supports the same new features as the Windows-based ViewPoint application.

· The ViewPoint interface is now localized into Spanish, German, French Parisian and French Canadian. Change your Windows regional settings and start ViewPoint to use ViewPoint in another language.

· While roaming outside of the office, you can use ViewPoint with any remote phone (cell phone, home phone, IP phone, legacy PBX phone), even if you normally use a regular TeleVantage station at your desk and do not have an external station (see above). Two new ViewPoint settings provide this feature. First, when logging in you can specify any remote number as your phone to manage calls using ViewPoint. For example, ViewPoint will call you at the remote number when playing or recording a greeting, or when ringing your phone back to place an outbound call dialed via the ViewPoint dial bar. After logging on using your remote number, you can use the Call Monitor to manage your incoming calls (e.g. transfer, conference, etc) if the ViewPoint option Imitate a station when routing my incoming calls to external numbers is checked. These steps are not necessary for users with external stations.

· The Phonebook Pane replaces the Extensions pane in the Call Monitor, and now includes tabs to display your Extensions or Contacts. This allows you also to drag and drop transfer calls to contacts. Dragging a call over the contacts or extensions tab displays the appropriate list for transferring.

· Routing Lists have been enhanced so TeleVantage can handle your calls differently when you are busy the phone vs. when you are away from your desk. For example, TeleVantage can play an “I’m on the phone greeting” to incoming callers when you are on the phone. Or TeleVantage can play your regular voice mail greeting when you do not answer.

· When you are busy on the phone, the new routing list final action Camp on station can announce “The person you have attempted to reach is on the phone. To hold for your party, remain on the line. Otherwise, to leave a message, press 1. To end this call, press 2." After the announcement, TeleVantage automatically puts the caller on hold until you hang up your station. As soon as you hang up and are available, the caller will ring at your station. The Camp on announcement can be customized.

· Using the extension list, select Camp on Busy on any busy extension to have TeleVantage call you as soon as the user is off the phone.

· You can play any greeting or voice message into a call using the Call Monitor’s Insert Audio command or the Voice Message and Greetings View’s Play Audio Into Call command. This can be useful to review a voice message with a caller, play repetitive “hello” greetings, or play answers to commonly asked questions. You can play audio into any call you own, including parked calls or calls on hold. You can also quickly replay recently played greetings by selecting them from the list.

· You can now drag and drop phone numbers from applications such as Outlook, Word or Internet Explorer into the ViewPoint Call Monitor or ViewPoint Dial Bar to place calls. This feature also works when dragging and dropping IP addresses to call IP numbers. You can also drag and drop numbers from the ViewPoint Notes pane, e.g. while listening to a voice message you may transcribe the caller’s number into the Note pane and can now drag and drop to call them back.

· You can optionally publish your personal numbers such as mobile, home and other “My numbers” by marking them as Public. Other users can call one of your public numbers by selecting your name from the Extensions list and selecting a public number to dial. In addition, when making calls into TeleVantage from your Public numbers (e.g. from your house), TeleVantage will identify the call as coming from you – without a matching contact and without logging in. This allows other users to set up call rules for you that work not only when you call from your extension, but also when you call from your home number or cell number.

· ViewPoint’s functionality can now be extended with Add-Ins. Add-ins are custom applications that enhance ViewPoint with custom menus, toolbar choices and automatic processing. A sample “Reverse Phone Number Lookup” sample Add-in is included that displays a web page (e.g. Google) to look up the phone number for a call, contact, voice message or call log entry. Select Tools > Add-in Manager to add or remove Add-Ins. Add-ins can be created with the included TeleVantage SDK

· With the proper permissions, users can now monitor, coach, and join other users' regular calls, using the Actions > Supervise command in the Extensions list or Call Monitor. The supervising user must have permission to monitor, coach or join other user calls and the target user must be configured to permit being monitored, coached or joined. You cannot use this feature on ACD Workgroup calls (you must use Call Center Queues for this functionality.)

· Instead of clicking on a call to supervise, with the proper permission you can now supervise a user’s or agent’s current call from the Extensions list or the Queue Monitor’s Agent statistics pane. If an agent is on a non-queue call, you cannot supervise them unless you have permission to supervise his or her personal calls too.

· Parked calls can now be displayed in the Call Monitor main window so they can be easily accessed by operators. Right click any Call Monitor tab, select Show Tabs, and check Show all parked calls.

· Select File > Use a different station to quickly change ViewPoint to use to a different remote number or station.

· TeleVantage Contacts can now include up to two email addresses and one IM (instant messaging) address. Currently these fields are only for Client API users and Add-Ins.

· You can now lock ViewPoint window layout in place, to prevent accidental resizing or closing of panes by clicking Lock the Layout from the View menu. You can also lock the current ViewPoint view (folder) in place, to prevent switching to another view or folder by selecting Prevent Switching Folders from the View menu.

· You can now hide, show, and reorder the tabs in the Call Monitor view by right clicking any Call Monitor tab and selecting Show Tabs

· Index buttons have been added in nearly every view so you can quickly find an item based on the alphabet. You can turn Index buttons on or off via the View menu

· New ViewPoint command line options allow you to create shortcuts for all new ViewPoint log on options in case you regularly want to use ViewPoint from different phones. See the Appendix F of Using TeleVantage for details.

· The Tools > Options dialog box has been streamlined and reorganized.

· Agents can now use Viewpoint to switch between making queue calls or personal calls by clicking their name on the ViewPoint status bar. This is an alternative to dialing *14 using the phone.

· You can optionally bypass the overflow wait time when all current tier agents are signed out to send calls to overflow agents faster.

· You can optionally apply the wait time cumulatively to each overflow agent tier so agents in higher tiers are only called after a caller waits longer for a lower tier to become available.

· The performance of the Call Monitor and Queue Monitor has been improved allowing larger call centers. To improve the performance of the Queue Monitor when there are many agents in a queue, you can disable updates of the Agent Position column in the Queue Monitor via Tools > System Settings > Queue.

· Agents are now credited for all queue calls they participate in, even if they do not originally place or answer the call. For example, if an agent transfers a queue call to another agent in the same queue, the call will continue to be counted as a queue call, and both agents will get credit for the same call. Also if 3 agents in the same queue participate on a conference call with a queue call, all 3 agents will get credited the time for the call. The agent statistic Total calls – All shows all queue calls an agent participated in, while the Calls Answered and Calls Placed statistic only count calls the agent originally started or answered. All other agent statistics reflect times and averages across all participated calls. All queue stats (Queue Monitor bottom pane) now only reflect time from the perspective of the caller, e.g. even if 3 agents conference in one queue call, the Talk Time queue statistic will show the length of the call, not the total time agents spent on the call (which for 3 agents in a conference would be 3 times the length of the call). In light of these changes, the queue Call Time and queue Wrap-up Time statistics have been removed, since those statistics blended agent and queue data in a way that would make them meaningless now. Agent Call Time and Wrap-up Time statistics have been preserved. Instead of queue Call time, refer to queue Talk Time in TeleVantage 6.0.

· The Queue Monitor has two new inbound stats, Calls Transferred Out and Calls To Voice Mail which count callers that pressed a key while on hold to bail out of the queue. In TeleVantage 5.x, these calls were counted under the Calls Abandoned stat. New Call Results have been also been added to the Queue Comparison and Inbound Call Outcome Trends reports to count calls that were redirected calls or transferred out of the queue due to a caller pressing a key while on hold.

· Call Center Queue hold prompts can be configured to not play while the call is being offered to an available agent (similar behavior to TeleVantage 4.x). To change this behavior, start the Advanced Settings Editor and change the setting \Artisoft\Server\RestartTimeAfterRingingAgent from False to True.

· The queue redirection field If the number of waiting callers would exceed __ now works so that if set to 3, a call that would be the 4th waiting caller is redirected.

· The expected wait time algorithm now accounts for overflow agents.

· The expected wait time announcement can now optionally include seconds as well as minutes via PlayInSeconds setting described in Administrating TeleVantage p A-41

· The Queue dialog box has been reorganized and streamlined.

· TeleVantage 6 now supports Act! 6.0 contact manager.

· New report: Agent State Summary by Queue report shows the total time spent in each agent state for all agents in a queue.

· New report: Agent State Summary report shows the total time spent in each agent state for all queues to which an agent belongs.

· New report: Call Summary report shows the total number of calls and the average duration of calls placed from an extension or a workgroup. You can choose whether the report shows internal or external calls.

· New report: Call Transfer report shows all calls that a selected user or queue transferred to other entities during the specified time interval.

· New report: Grouped Service Level report shows wait time for all calls, displayed in five-second groupings.

· New report: Outbound Calls by Phone Number counts the number and duration of outbound calls placed to a specified list of phone number prefixes.

· New report: Outbound Call Comparison report separates your outbound calls into three categories: In-state, Toll-free, and Other.

· New report: Outbound Long Distance Summary report helps you track your outbound long-distance phone traffic and estimate a phone bill for a given period. The chart displays the total number of outbound long distance calls and the duration of each. The Data tab shows the estimated cost of your long distance calls based on the fees you enter.

· New report: Trunk Usage report provides an easy way to report on all trunks referenced by a Dialing Service, so that you don't have to specify individual trunk numbers as with the Trunk Performance Report.

· New report: Unanswered Calls During Business Hours report shows inbound calls during your TeleVantage business hours that were not answered by a user. This includes calls that were answered by another extension type, such as a queue or an auto attendant, but never picked up by a user.

· New report: User Call Trends, which shows the same data as the TeleVantage v5.x Agent Performance Trends report, but it can be run on any user. The Agent Performance Trends report has been renamed Agent Call Trends.

· New Reporter Options dialog box lets you specify how outbound calls are counted, how in-state calls are counted and labeled, and what dial prefixes represent toll-free or local calls. From the Reporter, choose Tools > Options. This dialog box helps you set up the new reports, such as Outbound Long Distance Summary, Outbound Calls by Phone Number, and Outbound Call Comparison.

 

· TeleVantage can automatically archive any user’s recordings and voice messages to another drive or network location to save Server hard drive space. You can archive specific folders of selected users either manually or automatically on a periodic basis to WAV or VOX format. The new TeleVantage Archived Recording Browser allows you to manage, listen, and see call details on thousands of archived messages. To install the Archived Recording Browser, click “Custom” when installing ViewPoint or the Administrator.

· The Device Monitor now shows all active parties currently using any trunk or station including user name and caller ID name and number. The conference pane at the bottom of the Device Monitor shows all parties on the selected trunk or station for multi-party conference calls.

· The Device Monitor now displays Dialogic device names and channel numbers how the device was configured and actually detected. Mismatches between how the device was configured and detected are highlighted which helps detect configuration problems.

· From the Device Monitor you can now create a user for the selected station, or configure a trunk/span of the selected trunk type.

· ISDN Two B-Channel Transfer is now supported for ISDN PRI trunks using the NI2 protocol. This feature allows TeleVantage to redirect incoming calls to external numbers without consuming any TeleVantage trunks. Before you can use this feature, you must order the service from your ISDN provider and enable the feature on the TeleVantage ISDN span’s properties. When forwarding calls or configuring a routing list action, the Centrex/PBX transfer checkbox indicates that calls should be transferred using the phone company’s resources instead of TeleVantage.

· The new Trunk Log view in the Administrator shows the history of trunk allocations, so you can see the exact time every trunk was used by TeleVantage, even if no call was placed over that trunk. It also helps track calls that can not be normalized into the call log, for example calls involving external stations since those calls use both a trunk and an external station ID for one party.

· The new Dial Plan view shows the TeleVantage system’s entire internal dial plan (except for feature codes) sorted by dialable numbers including all extensions, Dialing Services, and User’s contact’s with PINs. You can right click to edit or delete any entry in the dial plan.

· SMTP email notification is now supported for SMTP-compatible email servers such as Unix Sendmail, Microsoft Exchange, and Lotus Notes. Email notification via MAPI is also supported for backward compatibility and MAPI is still required if performing Microsoft Exchange synchronization.

· Administrators can now configure HTTPS SSL certificate security for ViewPoint Web Access. See Installing TeleVantage for details

· Interval reminder beeps are now supported on TeleVantage call recordings. The beep is heard by all parties and included on the recording. You can enable or disable the beep separately for user, queue, and system call recordings. Beep on call recording requires one Dialogic voice resource that is shared system-wide by all users who hear the beep. Beep on call recording also requires additional Dialogic conference resources, even for 2 party calls. See Appendix A of Installing TeleVantage for more information.

· French Canadian, French Parisian, and German language voice prompts are available separately for the TeleVantage verbal menus and prompts. See your TeleVantage provider for more information.

· The *0 telephone command now lets you assign the phone's station ID to an existing user's extension, as long as the user has a station ID of 0. This lets you define a batch of new users in the Administrator with station ID 0, then go phone to phone assigning each to the appropriate user, eliminating the need to know which phones correspond to which station IDs.

· Shutting down or restarting the Server has been enhanced with new options, including configurable delays, restarting Dialogic drivers or the PC, and options for handling active calls. With these options you no longer need to actively tend the restarting of a TeleVantage Server.

· When an IP phone’s external station address changes after moving locations or due to a dynamically assigned IP address, users can pick up the handset and TeleVantage will automatically send calls to the phone’s new IP address. Once the “Automatically change address to location of last login” setting is checked, no further administration is necessary when a phone’s IP address changes. Note this feature requires the IP phone to log in using PLAR as described in Administering TeleVantage, Appendix E.

· Administrators can automatically upgrade any old-style IP phone settings to external stations in one step using the Administrator’s Tools > Upgrade Remote Phones.

· The “Disconnect when Idle” setting will immediately disconnect an external station when the caller has hung up. If you want to return to TeleVantage dial tone instead of disconnecting after calls, be sure this setting is unchecked.

· You can now define the number of call appearances on analog stations via the Enabled Multiple Line Appearances setting, accessible when editing a user’s analog phone settings in the Administrator.

· The user setting Flash behavior while in a call allows you to change phone behavior when a user presses Flash (or quickly presses the hook) while on a call. The options are Menu assisted transfer (the default) or Direct Transfer which plays stutter dial tone so you can enter an extension like a traditional PBX without any verbal menus.

· Music on hold is now managed through a list of named music-on-hold sources so it is easier to assign the appropriate music-on-hold source. Choose Tools > Hold Audio Sources in the Administrator to manage the list. This is also how you configure the audio input port of DISI x and DI0408LSAR2 boards so a station port does not need to be consumed for music on hold.

· TeleVantage now supports delayed answering for all trunk types. With the span setting Connect Inbound Calls set to When answered or handled, TeleVantage will not answer incoming calls until they are actively handled by a user or the system. Calls that are never handled—for example, calls that pass unanswered through a routing list with "Hang Up" as the final action—will not send an "answer" message to the phone company, so they do not trigger billing or automated calling devices. Callers will hear ring back while the call is not handled, or a Telco busy if the call is disconnected by a queue or a routing list.

· You can configure Internet spans to use Intel’s “host based” H.323 stack using the Administrator. A single host based span can cover multiple IPLink boards allowing them to share the same IP number for incoming calls. The IPLink boards DM/IP241-1T1 100BT and DM/IP301-1E1 100BT also add 30 ports of conferencing in this configuration. See Installing TeleVantage regarding which IPLink boards support a host based stack.

· The D-Channel ISDN trace utility (D-Channel Trace) shows you the exact data sent over an ISDN line connecting TeleVantage and the phone company. This information is useful when debugging ISDN problems and helps you communicate with the phone company about what TeleVantage is sending or receiving over the ISDN line. For more information on D-Channel Trace, see Installing TeleVantage, Appendix B, “Configuring ISDN Parameters.”

· New user permissions govern the ability to monitor, coach, and join other users' calls; allow or disallow Access tools menu in ViewPoint, Change Personal Status, Lock/Unlock the Layout of ViewPoint Views, and Show Menu Bar in ViewPoint; manage user access to any or all Phone Commands, and restrict a user’s ability to change their external station number or use a remote station.

· Inbound calls now log the answering party’s Organization. This includes calls to Auto Attendants or Plug-ins so if a caller calls an Auto Attendant and then hangs up, the call will be logged to the Auto Attendant’s organization even though it never reached a user.

· When creating an ISDN span, you can now choose whether to process inbound Caller ID. You can also specify exactly how your carrier sends Caller ID Name.

· When creating an E1 CAS span, you can now specify your country’s protocol as described in Administering TeleVantage

· You can configure TeleVantage to display a custom Outlook voice mail form for voice messages sent via MAPI email notifications using the Advanced Settings Artisoft\Server\MAPIMessageClass. For example, if using with Excendia’s Outlook by Phone module for TeleVantage, setting this registry key to IPM.Note.OT.Voice will cause Outlook to display Excendia’s custom voice mail form when a TeleVantage voice mail is received.

· TeleVantage can receive inbound Caller ID numbers from 3rd party H.323 gateways by configuring the settings under Tools > System Settings > Server > External H.323 Gateways.

· You can now have stations drop loop current briefly whenever the station goes Idle. The setting is made on a per-station basis and is helpful for third-party applications that require immediate detection of end-of-call, such as 3rd party IVR applications.

· The Maintenance Log view now opens more quickly, allows navigating by 50-entry segments, and you can easily display a specified date.

· The Windows Event Log will now list the following TeleVantage email-related errors: failure to resolve a name address, failure to send an email, and failure of Exchange synchronization.

· TeleVantage can now send Caller ID to United Kingdom Caller ID phones before the first ring if connected to DISI station boards

· A Windows event is now logged for any ISDN red alarms, e.g. if any digital line is unplugged from the server or it goes in or out of service.

· Time ranges for business hours and custom hours have been enhanced to permit more than one range of hours per day. When entering multiple ranges, separate them by commas, for example, "12 AM - 2 AM, 5 PM - 12 AM."

· During Server installation you can specify your own sa password for Microsoft SQL Server.

· The extension of the default Auto Attendant can be changed to something other than 8000.

· Each TeleVantage User now includes fields to optionally store a Windows NT account, two email addresses and an IM (instant messaging) address. Currently these fields are only for API users and future use by ViewPoint.

· The new TVDBRestore utility allows you to restore a TeleVantage database if the Administrator or Server fail to restore the database. The utility is located in the \Support directory of the Master CD

· Auto Attendant menu choices can now transfer calls to public workgroups.

· Windows NT SP4 is no longer included on the CD and to improve installation speed, Windows NT SP4 and Internet Explorer 5.5 are no longer installed into the Server’s \NetSetup directory.

· The System Settings dialog box and the User dialog box have been streamlined and reorganized. The System Settings dialog box now contains several features that used to be separate Tools menu choices.

· TeleVantage events are now written to the TeleVantage section of the Windows Event Viewer.

· The Problem Report Wizard has been streamlined with fewer steps, and contains a new option to back up the database and include it with the problem report. The option is available only when running the Problem Report Wizard on the TeleVantage Server. The Problem Report Wizard can also be run from the command line, with parameters to specify content which is useful to automatically create scheduled PR Wizard captures if needed using the Windows scheduling service. To save time reporting problems, you can define default settings in the Administrator for anyone who runs the PR Wizard including where to email the CAB file, and basic contact information. See Administering TeleVantage for details.

· TeleVantage supports the Intel Dialogic SR 5.1.1 drivers with Feature Pack 1 Feature Release (Build 32) for improved IP compatibility and additional telephony hardware support.

· Dialogic firmware file selection for DM3 boards has been simplified by clearly designating Artisoft approved files with a “@” prefix. See Installing TeleVantage for more information.

· TeleVantage now supports the Intel Dialogic DI0408LSAR2 board, a single-slot PBX board that includes trunk, station, voice, conference, and IP resources. The DI0408LSAR2 board is like DISIx boards in that it supports station message-waiting lights and can deliver Caller ID without using extra voice resources. The board’s voice resources can only be used if the system does not detect voice resources on other types of Intel Dialogic boards. The DI0408LSAR2 board provides onboard failover support with 4 analog trunk-to-station connections. The board supports three different configurations including a 12 IP port configuration (depending on what firmware file you specify in the Dialogic Configuration Manager). The three configurations (only one can be active at any time) supported are:

1. 4 analog trunks, 4 VoIP calls, 8 stations, 1 audio port, 9 conference resources supporting a maximum of 3 conferences, 8 shared voice resources, 12 dedicated voice resources, and host-based stack.

2. 4 analog trunks, 8 stations, 1 audio port, 9 conference resources, 12 shared voice resources, 12 dedicated voice resources, and continuous speech processing (CSP).

3. 12 VoIP calls and host-based stack

· TeleVantage now supports the new Intel Dialogic DISI Rev 2 single-slot PCI analog station boards that includes 16 conference resources supporting a maximum of 5 conferences and a separate audio input port. The boards come in three models:

· DISI16R2 station board: 16 stations

· DISI24R2 station board: 24 stations

· DI/SI32R2 station board: 32 stations

· TeleVantage now supports the audio input port of DISIx and DI0408LSAR2 boards for a music-on-hold device so a station port does not need to be consumed.

· TeleVantage now supports following Intel Dialogic Internet telephony boards:

· DM/IP0821A-T1 and DM/IP0821A-E1-120 (8 VoIP calls)

· DI0408LSAR2 (12 VoIP calls)

· TeleVantage now supports the Intel Dialogic DMV160LP and DMV160LPEU analog trunk boards, which are single-slot Universal PCI boards that provide support for 16 analog trunks. The DMV160LP can be used in all countries except the European Union and European Union countries can use the DMV160LPEU.

· 30 ports of conferencing are now supported on the Intel Dialogic DM/IP241-1T1 100BT and DM/IP301-1E1 100BT boards when using a host based stack.

· aLaw versions of the Dialogic configuration files are now installed to support the DISIx station boards and DI0408LSAR2 PBX board outside of North America and Japan.

· You can now run the Intel Dialogic Configuration Manager (DCM) remotely with Windows XP or Windows 2003 Server. Connect to the Server using Remote Desktop (Windows 2003 Server requires that the PC run the Remote Desktop Client software with the /console option). Alternatively use PC Anywhere or freely available VNC at http://www.realvnc.com .

· Intel Dialogic GlobalCall 4.0 Protocols for E1 CAS are now installed automatically.

· The Toshiba DKT digital station board is now supported in CTBus/H.100 configurations with up to 4096 timeslots.

· SMTP is now supported for e-mail notification in addition to MAPI. For details, see “Requirements for e-mail notification of voice messages” in Chapter 3 of Installing TeleVantage.

· Microsoft MSDE 2000 SP3a database server is installed on all first-time installations of TeleVantage 6. For details, see “Database server requirements” in Chapter 3 of Installing TeleVantage.

· Separate paths can now be specified for the database server, TeleVantage database, and database transaction logs, either during installation or via the TeleVantage Administrator. This feature follows to Microsoft database best practices.

· Dual processors and Pentium hyper-threading are supported for the TeleVantage Server.

· Windows Server 2003, Windows XP Pro, and Windows 2000 Server SP4 are now supported by the TeleVantage Server, TeleVantage workstation applications and TeleVantage Web services. See Installing TeleVantage for details on supported operating systems.

Note: Windows NT is no longer supported for the TeleVantage Server. Windows NT can still be used for PCs running the TeleVantage workstation applications.

· Microsoft Data Access Components (MDAC) 2.7 SP1a is automatically installed on the TeleVantage Server if the current version is less than 2.7.

· IVR Plug-ins can be configured in the Administrator to transfer the caller to another extension or hang up if the IVR Plug-in cannot be launched for any reason. For example, due to insufficient station licenses, COM registration problems, or invalid Program ID.

· You can now reserve a pool of station licenses for calls involving IVR Plug-ins, ensuring that your IVR Plug-ins do not run out of station licenses when handling calls. See the System Settings dialog box, Licenses category, Reserved tab.

· TeleVantage ViewPoint exposes a new Add-In API which allows you to develop custom applications that extend TeleVantage ViewPoint with enhanced functionality. These applications, called Add-Ins, are loaded by TeleVantage Viewpoint and extend it with new menus, tool bar options, and automatic processing of calls and other data. The Add-In API also exposes a reference to ViewPoint’s Client API Session object so an Add-In can easily manage and change data for the currently logged in ViewPoint user w/o consuming additional memory or log in time. Sample code for the Reverse Phone Number Lookup Add-In is installed with the TeleVantage SDK.

· The DeviceStatus API has been enhanced to expose the Devices (trunks or stations) that are connected to each other in calls or conferences. In addition the DeviceStatus API can return the user name or Caller ID for every party on every trunk or station.

· IVR plug-ins can now place calls to extensions by not specifying an AccessCode in the PlaceCall method. IVR plug-ins can also place calls over a particular trunk by specifying the “Select a trunk” access code (default “88”) and then the trunk number, e.g. “881” for the first trunk.

· You can define Null external stations that do not correspond to a physical device for use by Client API applications that need to perform call control such as transfers or conferences. Performing call control in the past required a physical station.

· The TeleVantage SDK documentation has additional sample code examples for the Client API.

· Using the Client API you can now change the display the text displayed on a phone by changing the CallerIDName. To do so, use the following syntax

Call.SetCustomData(CallerProperty.ppCallerIDName, ) or Party.SetCustomData(CallerProperty.ppCallerIDName, )

Note that CallerProperty.ppCallerIDName is defined in the TVIVRPlugin API as CallerProperty.ppCallerIDName = "tvpp:CallerIDName".

· Added support for Calling as Queue (*14) API on the User object (User.CallingAsID, User.SetCallingAs) and from Session (Session.CreateCallAs) so you can change it on the fly for a particular call or change the user’s default.

· Added new IVR Plug-in interfaces for predictive dialers including PluginApplicationOutbound, PluginOutOfBandCallProgressMonitor which includes a MonitorCallProgress, WaitForAudio and GetDisconnectReason methods and PluginOutOfBandCallProgressEvents with the method CallProgressIndication.

· IVR Plug-ins called from a user’s routing list can now determine details about the owner of the routing lists via the new IVR Plug-in PluginCallee interface.

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