Self Help: Telviva One

HomeSelf Help: Telviva One

Telviva One

User Guide

Requirements & Networking Optimisations

Download our Requirements & Networking Optimisations guide for more information and instructions.

Installation Guide

Logging in, out and password reset

Logging in, out & Password Reset

You’ll see a screen like this to log you in:

Logging In

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Once logged in, you should be directed to the Home Dashboard

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Password reset

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Logging Out

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You can visit https://one.telviva.com/ from a desktop browser to log in on your own extension (login using your Telviva account details if necessary), or you can reset your password from this page.

Using Telviva One

Permissions & Notifications

There are various permissions to be set and in addition you can allow the browser to serve notifications at the operating system level.

Setting permissions and notifications

Microphone permission

Permission issues

Link Google Account

Permission in Safari

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Making Calls & Call Management

Making a call using Telviva One works just like any other telephony app:

Making a call

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Call History

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Contacts

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Transferring Calls

To transfer a call using Telviva One, go to the web phone at the bottom-right and dial a second number, or initiate another call from the Contacts tab. The original call will be placed on hold and offer options for transferring calls.

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Voicemail

Voicemail

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Voicemail settings

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Custom voicemail greeting

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Chat

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Meetings

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New meeting

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Join an existing meeting

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In meeting

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DND

DND(Do Not Disturb) is a setting that allows you to stop your extension from receiving incoming calls.

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Options

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Settings

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Desktop Application

This allows you to download and install the desktop application to your PC/Laptop.

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Important to note:

The Telviva Desktop installed app is downloaded from https://one.telviva.com.

If the Telviva Desktop application is not supported by the operating system permissions or if internal company Software Restriction Policies are enabled to block new applications being installed, the user needs to request assistance from their internal IT Department, as Telviva cannot assist with company IT policies & configurations.

Live Stream

This feature allows you to livestream to YouTube via Meetings.

In order to do click “Meetings”  and then “New Meeting”/”Join Existing Meeting”/”Start a Meeting”

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Once in the meeting click “More Actions” or the three dots and select “Start Live Stream”

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You will now be prompted to enter your “Live Stream Key” which can be found on YouTube within the YouTube Studio, click here for more information on YouTube Streaming and Stream Keys.

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Real-time Dashboard and Reporting

Reporting

You can access the Engage Reporting tool via “Engage Administration”

This tool allows you to generate historical reports for Engage interactions.

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Once you’ve entered the Engage Adminstration portal, you will be able to access the “Reporting” Tab

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From this tab you will be able to set the date range for the data you would like to retrieve.

Once you have selected and applied the date ranges, the relevant information will be available to view (export coming soon).

 

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Realtime Dashboard

You can access the the Realtime Dashboard tool via “Engage Administration”

This tool allows you to view live interactions and monitor agent status in real time.

 

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Once you’ve entered the Engage Adminstration portal, you will be able to access the “Realtime Dashboard” Tab

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This interface also allows you to click on a specific task group, in order to drilldown and view all interactions by its respective channel.

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Clicking on a specific task group will drill down to a detailed view displaying a graph as well as agent information.

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Help

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FAQs

I can't log in, how do I retrieve my username & password?

Please see the section “Logging in, out & Password Reset” in the “Installation & Users guide” section above.

I can't hear the other party

Check your sound volume, mute settings and whether you are able to hear other sounds such as videos playing in the browser etc. If the sound is erratic, see the section about Requirements & Network above.

The other party can't hear me

Please check your microphone or headset first. You could use a tool such as sound recorder or your audio settings of your operating system to test sound input. If the sound is erratic, see the section about Requirements & Network above.

The call quality is poor

Please refer to the Requirements & Network section above.

I would like to enable Operating System level notifications of calls

Please follow the video instruction below:

How much data does Telviva VoIP use?

VoIP calls use under 1Mb per minute.
With 1Gb you should be able to make over 16.5 hours worth of calls.

Acknowledgements

Props to @scruzmusic on freesound.org for their public-domain audio samples.

I couldn't find my answer here, how do I contact support?

You are welcome to contact Telviva Support on the following channels: