- Frequently Asked Questions
- Q: What does CallScape do?
- A: CallScape allows you to do alot of things:
1. Place calls from CallScape by click and drag or using Outlook
2. Monitor the status of your phone system and see who’s on the phone, who’s available and which phones are “offline”
3. Receive notification of new voice mails and to go to TeleWeb to listen to those voice messages.
4. Click to call from a list of favorites.
5. Automatically launch Salesforce or eAgent when a call comes in.
- Q: Which phone number do I use to login to CallScape?
- A: When logging in to CallScape, use the Direct In-Dial (DID) number of one of the AccessLine phones.
For example, Bob has Extension 100. The DID number assigned to Extension 100 is 206-555-1234. Bob would then use 206-555-1234 and the corresponding PIN to login to CallScape.
The Direct In-Dial (DID) number of each phone appears on the idle screen of the phone, as well as in the Admin Portal.
- Q: I just installed CallScape 2.0 and when I try to make a call my phone doesn’t connect?
- A: Restart you phone by removing and reinserting the power cable.
- Q: What's an "offline" phone?
- A: An offline phone is either unplugged from the network or otherwise not working.
- Q: I am a Mac user, what versions of Mac OS are supported by CallScape?
- A: Mac OS X 10.5.X & Above.
- Q: I am a Windows user, what versions of Windows are supported by CallScape?
- A: CallScape supports any PC running Windows XP or later; as long as Java 1.6 or later is installed on the machine.
- Q: Will CallScape tell me when someone's phone is set to Do Not Disturb (DND)?
- A: No, CallScape only shows you when someone is on the phone.
- Q: Will CallScape allow me to see who is calling?
- A: No, CallScape just shows who is currently on the phone and who is not.
- Q: Do I have to view all users in my company?
- A: No, you can use the View tab with Settings to only view the phones you want to.
- Q: Can I sort how CallScape displays the phones?
- A: Yes, you can use the View tab with Settings and select "Sort View By". From there you can select to organize your view by first name, last name, phone number, extension or status
- Q: Can I change the size of the CallScape window?
- A: Yes, simply place your mouse pointer at the bottom right corner, click, hold and drag to the desired size.
- Q: Can I make it so CallScape never gets covered up by another window?
- A: Yes, you can use the General tab within the Settings and select "Always on top".
- Q: Can I make the dial pad screen smaller so I just have a small window to drag calls to?
- A: Yes, simply click the icon directly to the left of the "close" icon on the Dialpad to enter into "Compact Mode".
- Q: Can I monitor my phone system from a remote location, e.g. from my home?
- A: Yes, simply load CallScape on your home PC.
- Q: What happens to CallScape if my connection to the internet breaks down?
- A: The CallScape main information window closes and the CallScape login window is opened. At the bottom of the login window the informational message “Reconnecting” is displayed. When your internet connection is restored, CallScape will automatically log back in and show the main information window.
- Q: How many users at my company can run CallScape simultaneously?
- A: All users in your company can use CallScape simultaneously.
- Q: If I reject an incoming call using CallScape, what happens to the caller?
- A: The phone will ignore the call in the same way it normally would if you were to press the ignore button.
- Q: Can I control what information other users at my company may see in CallScape?
- A: No, CallScape will present your on the phone/off the phone status to everyone in your company.
- Q: Every now and then, CallScape announces that "a new version" is available, what does that mean and where can I get the new version?
- A: This is an informational message that is coming from AccessLine. If it appears, you may log into your voicemail web portal, go to the “Tools” menu and download the latest version of CallScape.
- Q: Why is my CallScape icon missing after uninstalling/reinstalling using CallScapeSetup.exe?
- A: If you notice that the CallScape link on your desktop or task bar is displaying the generic Windows icon, click on CallScapeSetup.exe and choose the "Repair" option to restore the CallScape icon image.
- Q: I get a “CallScape is damaged and can't be opened," or "CallScape can't be opened because it is from an unidentified developer” dialog box when trying to run CallScape on Mac OS X Mountain Lion. Can I still install this version of CallScape?
- A: Yes. Mountain Lion (OS X 10.8) features a new security feature called Gatekeeper which controls the types of software that can be installed. At this time, we are working with Apple to release a signed version of CallScape that will prevent this error. To enable this installation of CallScape, Gatekeeper must be disabled at the beginning of the installation process.
Note: Gatekeeper only needs to be disabled during the initial installation and running of the application; after that, it can and should be re-enabled.
click here for detailed instructions on Installing CallScape with GateKeeper.
- How Do I...
- Q: In CallScape 2.0, How do I create a favorite?
- A: click the "add" button on the top of the favorites panel, then enter the contacts information. Alternatively you can add favorites from the "recent calls" screen as well by simply right clicking and choosing make favorite.
- Q: HIn CallScape 2.0, How do I call a favorite?
- A: Simply double click an entry on the favorites panel or right click and choose "call"
- Q: In CallScape 2.0, How do I call from a recent call?
- A: Simple double click or right click an entry and choose "call" on the recents panel.
- Q: In CallScape 2.0, How do I call someone in my company?
- A: On the main screen of CallScape, locate the individual you would like to call and simply double click his or her tile to begin a call.
- Q: In CallScape 2.0, How do I hang up on a call with CallScape?
- A: Simply pickup & hangup your phone to end a call that was started with CallScape.
- Q: In CallScape 2.0, How do I disable the incoming call alert?
- A:
- First click "Settings"
- then click the "event settings" tab
- Uncheck "Incoming Call Notification"
- Q: In CallScape 2.0, How do I make it so I choose which contacts Salesforce or eAgent screen pops?
- click here for a in depth description of 3rd Party Integration for Salesforce & eAgent.
- Q: In CallScape 2.0, How do I change the transparency level of the incoming call alert?
- A:
- First click "Settings"
- then adjust "Transparency" under "Notification Display" to your liking
- Q: In CallScape 2.0, How do I make the dial pad screen smaller so I just have a small window to drag calls to?
- A: Once you have the Dialpad Open, simply click the "Compact Mode" icon to the directly left of the "close" icon on the top of the dialpad.
- Q: Can I import a list of frequently called numbers?
- A: Yes, you can import .CSV files from excel as long as you provide the proper fields (First Name, last Name, Phone Number).
- Q: In CallScape 2.0, How do I import a list of frequently called numbers?
- A: To import a list of favorites simply open the "favorites panel inside CallScapes Dialpad & click on the "Upload" icon in the top right of the screen. You can import .CSV files from excel as long as you provide the proper fields (First Name, last Name, Phone Number).
- Q: In CallScape 2.0, How do I prevent CallScape from starting when the Windows starts up?
-
A:
- First click "Start Menu"
- then click "All Programs"
- then click "Startup"
- then right click on "CallScape"
- then finally click "delete"
- Q: In CallScape 2.0, How do I make it so CallScape automatically runs when Windows starts up?
-
A:
- First click on "Start Menu"
- then click "All Programs"
- then click on "CallScape"
- then right click on "CallScape"
- then copy click "Start Menu"
- click "All Programs"
- right click on Startup
- then click "open" (to make CallScape auto start for current user) or "open all users"
- then right click anywhere on newly created Window Explorer
- then click paste
- Q: In CallScape 2.0, How do I make it so CallScape automatically runs when my Mac starts up?
-
A:
- Run "CallScape"
- First right click on the CallScape Icon (on the Mac dock)
- then select "Options"
- then select "Open at Login"
- Known Issues
- Q: Why do my CallScape tiles randomly flicker during incoming or outgoing calls on my Mac
-
A: This is a known issue with Macs and is going to take us some time to come up with a workaround, which will be released in a later version.
- Q: My CallScape 2.0 won’t let me place calls?
-
A:
1. If you are using CallScape 2.0 for the first time, restart you phone by unplugging and plugging in the power cord
2. Your PC with CallScape 2.0 and your phone must be on the same network to enable the calling features.
3. CallScape 2.0 calling features only work with Polycom phones.