Toshiba STRATA CIX IP Attendant Console User Manual
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Toshiba STRATA CIX IP Attendant Console User Manual

Toshiba STRATA CIX IP Attendant Console User Manual

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Telecommunication Systems Division
®
CIX IP Attendant Console
User Guide
November 2007

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Summary of Contents for Toshiba STRATA CIX IP Attendant Console

  • Page 1 Telecommunication Systems Division ® CIX IP Attendant Console User Guide November 2007...
  • Page 2 Solutions Division, also reserves the right, without prior of this material. notice, to make such changes in equipment design or components as engineering or manufacturing methods may Strata is a registered trademark of Toshiba Corporation. warrant. Stratagy is a registered trademark of Toshiba America Information Systems, Inc.
  • Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS TELECOMMUNICATION SYSTEMS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.
  • Page 4 The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement of such defective or missing parts as are causing the malfunc- tion by TAIS or its authorized dealer with new or refurbished parts (at their option).

  • Page 5: Table Of Contents

    Call Monitor View......................6 Menu Bar ..........................7 Toolbars ..........................7 Info Bar..........................8 Status Bar..........................8 Chapter 2 – Call Processing Login ..........................9 Answering Incoming Calls ....................10 Prompts ...........................11 Releasing a Call .........................11 Making a Call........................12 Call Completion......................13 BLF/DSS Dialing......................14 Strata CIX IP Attendant Console 11/07...

  • Page 6: Chapter 6 – Administration

    Chapter 4 – Control Panel Control Panel View......................38 Prompts Tab........................41 Feature Keys Tab......................42 Chapter 5 – Call Statistics Call Statistics View......................44 Chapter 6 – Administration Administration View......................48 Admin Tab ........................48 Primary/Alternate Tab ....................50 User & Dept. Tab......................51 Strata CIX IP Attendant Console 11/07...
  • Page 7 Contents Chapter 6 – Administration BLF Network Control Tab....................52 Answer Priority Tab .......................53 BLF Sorting Tab ......................54 Backup Log Files .......................55 Strata CIX IP Attendant Console 11/07...
  • Page 8 This page in intentionally left blank.
  • Page 9 Introduction This guide is designed to provide instructions for the Strata CIX IP Attendant Console connected to Toshiba’s Strata CIX system. It provides step-by-step instructions on how to use the features and buttons of the Attendant screens. This user guide is divided as follows: •...

  • Page 10: Introduction Conventions

    Extension Number Note The naming convention for DKT assignments within Toshiba is Directory Numbers. For clarity and ease of understanding, the terms Extension Number and Phantom Extension Number will be used in this document in lieu of PDN and PhDN.

  • Page 11: Related Documents/Media

    Refer to the following for more information: • Strata CIX IP Attendant Console Quick Reference Guide • Strata CIX IP Attendant Console Installation Manual • Strata CIX IP Attendant Console Application and Documentation Library on CD- Internet site FYI (http://fyi.tsd.toshiba.com) contains all current authorized users, Strata CIX documentation and enables you to view, print and download current publications.
  • Page 12 Introduction Related Documents/Media viii Strata CIX IP Attendant Console 02/06...
  • Page 13 The Grand Tour This chapter describes the Strata CIX IP Attendant Console, menu options and keyboard. It provides general instructions for PC keyboard operations and for navigating through the screens and dialog boxes. The PC for the console is designed to handle all call activity within a single screen. All calls appear in a single list.
  • Page 14 The Grand Tour ® ® The Strata CIX IP Attendant Console is provided on a PC with Microsoft Windows 2000 operating systems. It connects to the Strata CIX processor via the LAN as a Customer Supported Telephony Application (CSTA). It also connects internally to an IP station port for the speech path.

  • Page 15: Chapter 1 - The Grand Tour Attendant Keys

    PC K TTENDANT ESCRIPTION Hold/Retrieve Minus (–) Hold or Retrieve a call Answer Plus (+) Answer or Blind Transfer. Transfer (Blind) Release Enter Release or Supervised Transfer. Transfer (Supv.) Transfer to VM Voice Mail Transfer. Strata CIX IP Attendant Console 11/07...

  • Page 16: Special Function Keys

    Function and Volume Keys Help Vol Dn Vol Up 6310 PC K TTENDANT ESCRIPTION Help Displays the help topic. Vol Up Increases the handset or the ringer volume. Vol Dn Decreases the handset or the ringer volume. Strata CIX IP Attendant Console 11/07...

  • Page 17: Ringing On/Off Controls

    Note The above two controls take effect on the next ring cycle of the next call. Ctrl + Z Turns the PC Internal Speaker Ring On Ctrl + X Turns the PC Internal Speaker Ring Off Strata CIX IP Attendant Console 11/07...

  • Page 18: Views And Controls

    Menu Bar Info Bar Toolbar Icons Call List Call Attributes Call Status icons (See Appendix for definitions) View Notes about Pane the user Icons highlighted in Directory the Directory. Call Monitor Tabs 7709 Status Bar Strata CIX IP Attendant Console 11/07...

  • Page 19: Menu Bar

    The call monitor toolbar may also contain the following optional icons: Backup Add New Set Msg Door User Log Files Waiting Phone Pickup Paging Click arrows Unlock Park Cancel Msg Reconnect for menu Door Waiting Database options 6312 Strata CIX IP Attendant Console 11/07...

  • Page 20: Info Bar

    LCD message and the last Park Orbit number. Status Bar This provides a quick overview of the console’s status settings on the bottom of your screen. For more information, see “Status” on page Strata CIX IP Attendant Console 11/07...

  • Page 21: Chapter 2 - Call Processing

    Login 1. To login, double click on the Strata CIX IP Attendant Console icon ..or click on the icon in the Microsoft Windows Start menu bar ...or select Start > Programs > Strata CIX IP Attendant > Strata CIX IP Attendant Console.

  • Page 22: Answering Incoming Calls

    The call with the “sounding” bell will be answered. This is based on priority settings. 7707 Source Call Once a call is answered, that call is marked with the icon and is colored green while connected to the Attendant. Strata CIX IP Attendant Console 11/07...

  • Page 23: Prompts

    Prompts To use answering Prompts, click the Prompts/Notes tab and answer according to the on-screen prompt. (Example: “Toshiba America, Telecom Division.”) If prompts have been entered, they appear on-screen (in the Prompts/Notes tab section, see above) when a call comes in that fits the prompt criteria. Prompts may remind you how to answer for a particular line, line group, or entire company.

  • Page 24: Making A Call

    ...or select Call > Dial > Caller ID List. A list of recently received calls displays. The list shows calling numbers, the time of the calls, and whether each call was answered or abandoned. Dial 2. Select a number, press Strata CIX IP Attendant Console 11/07...

  • Page 25: Call Completion

    Voice first always or override a busy/DND call. Set Message Waiting light on other phone..or Click Call > Call Completion, then select Tone/Voice, Busy Override, Executive Override, Call Back, or Set Message Waiting/Cancel Message Waiting. Strata CIX IP Attendant Console 11/07...

  • Page 26: Blf/Dss Dialing

    Status icons indicate these calling conditions. Station Idle Station Idle with Advisory Message Station Busy Station Busy with Advisory Message Station DND or “Not attached to the Station DND with Advisory Message local system” Strata CIX IP Attendant Console 11/07...
  • Page 27 The number of BLF tabs that appear on your screen varies according to the display setting on your PC (see below): Display Setting Maximum Number of BLF Tabs 600 x 800 1024 x 768 1152 x 864 Strata CIX IP Attendant Console 11/07...

  • Page 28: Directory Dialing

    2. Double click on an entry or select an entry and press (Enter) on the keyboard. Note If you dial a number that your console is not permitted to use, “Invalid” displays in the grey area above “Name.” 6219 Strata CIX IP Attendant Console 11/07...

  • Page 29: Show Department/Show All

    Highlight call to be retrieved, press ...or highlight the call to be retrieved, then double-click on the call in the call list ...or highlight the call to be retrieved, select Call > Hold/Retrieve/Return. Hold ...or click the icon again. Strata CIX IP Attendant Console 11/07...

  • Page 30: Call Transfer

    CIX IP Attendant Console automatically transfers the call if the default transfer flag in Admin View is enabled. CIX IP Attendant Console performs consultation transfer if the default transfer flag is disabled. Strata CIX IP Attendant Console 11/07...

  • Page 31: Conference Calls

    2. After the dialed party answers, press (End). The CIX IP Attendant joins the active call and the consultation call..or select Call > Join > Join/Split. To split a three-way conference call Join/Split Press ...or select Call > Join/Split. Strata CIX IP Attendant Console 11/07...

  • Page 32: Switching Between Source And Destination Parties

    Attendant. Source To switch to the source party, press (Delete) ...or select Call > Source. To switch to the destination party, press Destination (Page Down) Destination ...or click on the icon. Strata CIX IP Attendant Console 11/07...

  • Page 33: Paging

    Emergency Page ...or select Console > Page > Emergency Page. 2. Click the down arrow and select a paging zone. Emergency 3. Click . Console will override any page going to that zone. Strata CIX IP Attendant Console 11/07...

  • Page 34: Call Pickup

    1. Click the icon down-arrow, select Alternate Pickup. 2. From the Call Pickup window, select a category and click the down arrow to select a line or station to pick up. Pick Up 3. Click Strata CIX IP Attendant Console 11/07...

  • Page 35: Call Door Phones

    Alternate Phone ...or select Console > Door Phone > Alternate Phone. 2. In the Door Phone window, click the drop down arrow to select the door phone, Door Phone click Strata CIX IP Attendant Console 11/07...

  • Page 36: Door Unlock

    To unlock an alternate door Door Unlock 1. Click the icon drop-down arrow. Performs same function as Console > Door Unlock. 2. Select Alternate Unlock. 3. Click the down arrow, select a door to unlock. Unlock 4. Click Strata CIX IP Attendant Console 11/07...

  • Page 37: Call Park

    1. Right click in the call list view area, then select Park Retrieve. 2. In the Call Retrieve dialog box, type or select an orbit or station number, then Retrieve click ...or click the Park down-arrow, the select Retrieve ...or select Call > Park Retrieve. Strata CIX IP Attendant Console 11/07...

  • Page 38: Status

    Display “Database Link Broken” in red when Database Database Link is disconnected. No text is displayed when Database is connected. Enables the Attendant to set the date and time at the Time PC by pressing Change PC button. Strata CIX IP Attendant Console 11/07...
  • Page 39 To change date and time 1. Right click on the current time showing. The Date and Time dialog box displays. Apply 2. Type or select new settings, click 3. Click . Date/Time window closes. Strata CIX IP Attendant Console 11/07...

  • Page 40: Messages Tab

    4. Tab down to the message area and enter a text message. Save 5. Click the icon to store the message in that person’s folder Send MW 6. Click the button to turn on the Message Waiting light on the user’s telephone. Strata CIX IP Attendant Console 11/07...

  • Page 41: Message Waiting Light

    Click OK. The Msg light turns off at that station..or 1. Click the Messages tab. 2. Click the down arrow, and select a user name in the left window. MW Cancel 3. Click the button. Strata CIX IP Attendant Console 11/07...
  • Page 42 Delete 2. Click on name of a user, select the message, then click the icon. To print one or all messages 1. Click the Messages tab. Print 2. Select the message(s), click the icon. Strata CIX IP Attendant Console 11/07...

  • Page 43: Contacts Tab

    Directory tab view as calls are dialed or transferred, or if the associated user’s name is highlighted in the directory. This is useful for noting when users are on vacation or out of the office. (See “Call Monitor View” on page Strata CIX IP Attendant Console 11/07...
  • Page 44 Call Processing Contacts Tab Strata CIX IP Attendant Console 11/07...

  • Page 45: Chapter 3 - User Directory

    The following fields appear in the User Directory list: IELD ESCRIPTION Page number where this entry appears on BLF/DSS. Pos. Position of this entry on the BLF/DSS tab page. First Name The user’s first name. Last Name The user’s last name. Strata CIX IP Attendant Console 11/07...

  • Page 46: User Directory Dialog

    Notes can be changed, unless you are an Administrator. Additions or changes to the Directory are stored in the CIX IP Attendant Console Database. To add a new user to the directory New User Click on the icon ...or select Directory > Add New User. Strata CIX IP Attendant Console 11/07...
  • Page 47 First, Previous, Next, Last user. Close Exit the user directory dialog. Note The Operator Attendant can only perform the following operations: Update the notes, View the first, previous, next and last user and close the dialog. Strata CIX IP Attendant Console 11/07...

  • Page 48: Directory Lists

    2. Click Browse, locate and highlight the directory Excel file to import. 3. Click OK. To export a directory list 1. Click Directory > Export Directory. 2. Select a location to export the directory. 3. Click OK. Strata CIX IP Attendant Console 11/07...

  • Page 49: Chapter 4 - Control Panel

    This chapter explains how to set the console control features, such as setting a Call Forward destination, night time call handling, etc. Console control features are generally those that you set at the beginning and end of your shift. Strata CIX IP Attendant Console 11/07...

  • Page 50: Control Panel View

    Control Panel View Control Panel View The Control Panel view contains the Status, Prompts and Feature Keys tabs. 7697 Status Tab The status tab enables you to view and edit details of the status bar items. Strata CIX IP Attendant Console 11/07...
  • Page 51 2. From the Status tab, use the pull down the list to select Day, Day2, or Night mode. Call Forward (CF) Settings The Call Forward (CF) menu selections are created or set from the Control Panel. Strata CIX IP Attendant Console 11/07...
  • Page 52 To set the CTX time to match the PC date and time Control Panel 1. Click the icon. Change CTX 2. Click the button. The time should change in this window and on the associated LCD telephones. Strata CIX IP Attendant Console 11/07...

  • Page 53: Prompts Tab

    3. Click in the desired cell to enter a prompt, such as “Telecom Sales Division” shown in the screen above. 4. Click OK or Apply when you are done. To clear all items in one row in the DNIS section, click the Clear DNIS button. Strata CIX IP Attendant Console 11/07...

  • Page 54: Feature Keys Tab

    ...or write the key function on one of the blank stickers and stick it on the key. To use the keys, press the -key and the stored numbers are dialed. You can use these keys in addition to the dial pad. Strata CIX IP Attendant Console 11/07...

  • Page 55: Chapter 5 - Call Statistics

    • number of internal incoming calls received per hour • number of external incoming calls received per hour • total talk time (in seconds) per hour • maximum number of calls in queue (CIQ) each 15-minute interval Strata CIX IP Attendant Console 11/07...

  • Page 56: Call Statistics View

    The maximum number of calls in queue for the third 15 minute 3rd Qtr CIQ interval. The maximum number of calls in queue for the fourth 15 4th Qtr CIQ minute interval. Internal Calls The number of internal incoming calls received per hour. Strata CIX IP Attendant Console 11/07...
  • Page 57 1. From the View pane click on the Call Statistics icon. Call Statistics view displays. 2. Click the Excel icon. A dialog box appears. 3. Enter a date range. 4. Browse to select the location for the Excel file. Strata CIX IP Attendant Console 11/07...
  • Page 58 Call Statistics Call Statistics View Strata CIX IP Attendant Console 11/07...
  • Page 59 Administration This chapter discusses the features of the Strata CIX IP Attendant Console that apply to the Administrator. Maintenance and administration of the CIX IP Attendant Console is through the Control Panel, User Directory, and Administration work area views. Strata CIX IP Attendant Console...

  • Page 60: Chapter 6 - Administration Administration View

    The Administration view provides a view of administrative settings. It contains the Admin, Primary & Alternate, User & Dept, BLF Network Control, Answer Priority and BLF Sorting tabs. Admin Tab To access the Administration tab, click the Administration icon. 7705 Strata CIX IP Attendant Console 11/07...
  • Page 61 Called Numbers display on the Called List. The valid value is from 0 to 10. Notes • The Administrator can change all the above settings. • The Operator/Attendant can change only PC level settings. Strata CIX IP Attendant Console 11/07...

  • Page 62: Primary/Alternate Tab

    Apply or OK. To make the Park feature available to the Attendant Console, click the down arrow in the Primary Park box, select a Park function, then click Apply or OK. Strata CIX IP Attendant Console 11/07...

  • Page 63: User & Dept. Tab

    There are two types of access: Administrator and Operator rights. Administrator rights can have full access in the Attendant console. Operator rights only can access enabled functions. To access the User & Dept. tab, click the Administration icon, select User & Dept. tab. 7702 Strata CIX IP Attendant Console 11/07...

  • Page 64: Blf Network Control Tab

    Do not change the IP address, Port No., or name unless this data has CAUTION! been changed in the Strata CIX IP programming. This data must match the programmed information or the BLF will not work. 7706 Strata CIX IP Attendant Console 11/07...

  • Page 65: Answer Priority Tab

    (default). Click OK or Apply when finished. To assign priorities to specific line groups, highlight a group or groups, then click the up/down arrow to assign a priority to that group. Click OK or Apply when finished. Strata CIX IP Attendant Console 11/07...

  • Page 66: Blf Sorting Tab

    Name, and then priority level 3 users will also be sorted by Last Name. To access the BLF Sorting tab, click the Administration icon, select BLF Sorting tab. Click the down arrows to make a selection, then click OK or Apply. 7704 Strata CIX IP Attendant Console 11/07...

  • Page 67: Backup Log Files

    Wait a few seconds while the application and TSP log files are backed up into the existing log directory..\..\nhsatt\log\backup and ..\..\nhstsp\log\backup subdirectory (the path may be different if a Custom installation was performed.) A window notifies you that the files were backed up. 2. Click OK. Strata CIX IP Attendant Console 11/07...
  • Page 68 Administration Backup Log Files Strata CIX IP Attendant Console 11/07...
  • Page 69 The call is Park Page Busy. InConference When a Station adds the Console to conference. InDoorPhone The call is in doorphone. Message Station sent a Message Waiting to Console. LineBusy The trunk line is busy. Strata CIX IP Attendant Console 11/07...
  • Page 70 Name of person calling (inbound calls) or person called (outbound Name calls). Phone number of person calling (inbound calls) or person called Number (outbound calls). Duration Total time of a call. Line Line number of external calls. Strata CIX IP Attendant Console 11/07...
  • Page 71 12 attendant keys 3 conference 19 auto park 25 forward 26 automatic settings 39 dialing 49 history 12 hold 49 making a call 12 monitor view 6 park 25 backup log files 55 Strata CIX IP Attendant Console 11/07...
  • Page 72 2, or night mode 26 ConsultHold 57 dest key 4 icon 7 destination 20 hold/retrieve key 3 icon 7 destination key 4 dial icons 7 directory 16 add new user 7 icon 7 Strata CIX IP Attendant Console 11/07...
  • Page 73 4 icon 7 night mode 26 key 4 night transfer 38 numeric keypad 3 keypad 3 keys overflow 26 answer transfer (blind) 3 override dest 4 busy 13 dial 4 Strata CIX IP Attendant Console 11/07...
  • Page 74 21 station park 25 park 25 status 38 primary/alternate tab 50 supervised transfer 18 print 8 swap 20 prompt/notes tab 11 switch between source/destination parties 20 prompts tab 41 tabs reconnect database 27 administration Strata CIX IP Attendant Console 11/07...
  • Page 75 3 unlock door alternate 24 icon 7 primary 24 user & dept. tab administration 51 user directory view 33 view pane 6 views administration 47 call monitor 6 call statistics 43 control panel 38 Strata CIX IP Attendant Console 11/07...
  • Page 76 This is the last page of the document.

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