3/18/2004
© 2004, Artisoft, Inc.
Thank you for using Artisoft TeleVantage 6.0! This document covers new features, as well as important known issues.
For detailed TeleVantage instructions please refer to the online help and manuals Installing TeleVantage, Administering TeleVantage, Using TeleVantage, TeleVantage Call Center Administrator's Guide, and TeleVantage Developer’s Guide. The manuals are located in PDF format in the \manuals directory of the TeleVantage Master CD and are available as on-line hyperlinked books from the Help menu of the Administrator and ViewPoint applications.
· 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.