Page 1 Communication Server Release 6 STRATA User Guide for ViewPoint...
Page 2 Strata is a registered trademark of Toshiba Corporation. warrant. Trademarks, registered trademarks, and service marks are the property of their respective owners.
Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Digital Solutions 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 SYSTEM 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: Limited Warranty
TAIS are not covered by this warranty. 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 by TAIS or its authorized dealer of such defective or missing parts as are causing the malfunction with new or refurbished parts (at their option).
Page 5: Table Of Contents
ONTENTS Introduction ..............i Organization.................... ii Conventions ................... iv Related Documents/Media..............v Getting Started Chapter 1. The Grand Tour ...............1-1 About Strata CS ..................1-2 Accessing Strata CS ................1-2 Using the telephone ................1-2 Using the Strata CS ViewPoint application........1-3 Using Strata CS ViewPoint Web Access ..........
Page 6 Sending a Flash command to Centrex or another PBX....4-11 Getting an internal dial tone ............4-12 Entering an account code for a call..........4-12 Using Toshiba digital phones.............. 4-12 Using line appearances..............4-12 Using built-in Strata CS commands ..........4-13 Using custom-mapped Strata CS commands.........
Page 7 Voice message telephone commands..........5-4 Deleting and undeleting messages........... 5-5 Replying to a voice message ............5-5 Forwarding a voice message ............5-5 Calling back a voice message ............5-6 Sending a message directly to a user’s voice mail .......5-6 Managing your greetings using the phone ..........5-8 Managing your greetings..............
Page 8 Chapter 7. Sharing Stations ............. 7-1 About sharing stations ................7-2 Placing outbound calls from shared stations ........7-2 Finding out who is currently logged in at a station ......7-3 Distinguishing incoming calls to a shared station ......... 7-3 Shared stations and personal status ............
Page 9 Organizing items in folders..............8-21 Viewing folders in the Folder List ............ 8-21 Private and public folders..............8-21 Managing folders................8-22 Viewing public folders..............8-22 Managing the Deleted folder............8-23 Sharing folders ..................8-23 Viewing shared folders..............8-25 Deleting shared items ..............8-25 Using the audio controls..............8-26 Importing and exporting Strata CS items ..........8-27 Chapter 9.
Page 10 Selecting and acting on a call in the Call Monitor folder ..... 11-6 Call ownership ................. 11-6 Double-clicking calls ............... 11-6 Commands while a call is ringing ............11-7 Taking the call ................11-7 Sending the call to voice mail............11-7 Grabbing and holding the call ............
Page 11 Conferencing multiple active calls together ........12-13 Muting individual conference parties..........12-13 Transferring a conference call............12-14 Ending a conference call............... 12-14 Supervising other users’ calls ............12-14 Chapter 13. Managing Voice Messages in ViewPoint ....13-1 About managing voice messages in ViewPoint ........13-2 The Voice Mail folder...............
Page 12 E-mailing a greeting ..............13-20 Playing a greeting into a call ............13-21 Chapter 14. Using the Call Log Folder .......... 14-1 The Call Log folder ................14-2 Call Log folder filters................ 14-2 Call Log folder columns..............14-2 Viewing call details ................14-5 Taking notes on a Call Log entry ............
Page 13 Chapter 16. Managing Contacts and Workgroups .......16-1 About contact management and Strata CS.........16-2 The Contacts folder................16-2 Using contacts folders..............16-2 Private and public contacts ............. 16-3 Changing double-click behavior............16-3 Using the Index buttons for quick access ........16-3 Managing contacts ................16-4 Entering a new contact..............
Page 14 Enabling and disabling hands-free answering ......18-11 Enabling and disabling voice-first answering ........ 18-12 Customizing your hold music ............18-12 Configuring a Toshiba digital phone ..........18-12 Customizing incoming call behavior ..........18-15 Customizing ISDN outbound Caller ID ..........18-16 Customizing voice message behavior ..........
Page 15 Appendices Appendix A. Telephone Commands Quick Reference....A-1 Call announcing commands..............A-1 Call handling commands..............A-2 Quick call commands ................A-3 Quick call commands for call center agents ........A-4 Voice Mail/Account menu..............A-6 Logging on..................A-6 Logging on from a remote location ...........A-6 Voice Mail/Account menu commands..........A-7 Appendix B.
Page 16 About agents’ personal status and state........C-13 Monitoring the position of agents in the queue ......C-13 Monitoring queue statistics using the phone........C-16 Supervising other agents’ calls ............C-16 Viewing when agents are being monitored ........C-17 Managing agents’ status..............C-18 Signing agents in or out of a queue ..........
Page 17: Ontents
NTRODUCTION ONTENTS Organization ............ii Conventions .
Page 18: Organization
This manual contains complete instructions for setting up and maintaining a call center in which multiple Agents answer calls to a single number, such as a sales or customer support department. Organization_____________________________________________ Chapter 1 – The Grand Tour provides an overview of the new software features, accessing options, and feature comparisons.
Page 19 Chapter 17 – Using Call Rules provides information on customize incoming call processing options using the Call Rules feature of Strata CS Client. Chapter 18 – Customizing ViewPoint describes how to setup Strata CS Client to suit specific user needs. Flexibility is offered for users needing custom settings from telephone behavior to custom Client displays.
Page 20: Conventions
Conventions __________________________________________________________ Conventions Description Elaborates specific items or references other information. Note Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Important! Calls attention to important instructions or information. $ULDO %ROG Represents telephone buttons. “Type”...
Page 21: Related Documents/Media
Strata CS Quick Reference Card Strata CS-UIP 300 Telephone Quick Reference Guide CD-ROM Strata CS Library CD-ROM For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata CS documentation and enables you to view, print, and download current publications. NTRODUCTION...
Page 23: Getting Started
Getting Started...
Page 25: Chapter 1. The Grand Tour
HAPTER HAPTER RAND HAPTER ONTENTS About Strata CS ..........1-2 Accessing Strata CS .
Page 26: About Strata Cs
About Strata CS __________________________________________ Toshiba’s award-winning Strata CS phone system integrates your telephone and computer to make your telephone a much more powerful tool. You can manage your calls and voice mail by using either your telephone or the Strata CS ViewPoint program, which runs on your computer.
Page 27: Using The Strata Cs Viewpoint Application
Using the Strata CS ViewPoint application Strata CS ViewPoint gives you access to all of Strata CS’s features in an easy-to-use Windows® interface. With ViewPoint you can point and click to play voice messages, place and receive calls, manage multiple active calls, access contacts and users, and so on. For details about how to use ViewPoint, see Chapter 8 through...
Page 28: Feature Comparison Table
Feature comparison table __________________________________ The following table shows the major features that are available in Strata CS. If your Strata CS system does not include some of these features, your Strata CS system administrator might have made them unavailable to you. ViewPoint Feature Phone...
Page 29 HAPTER HAPTER ECORDING OICE ITLE AND OICE MAIL REETING HAPTER ONTENTS About creating your voice title and voice-mail greeting....2-2 Recording your voice title ......... . 2-2 Recording your voice-mail greeting.
Page 30: About Creating Your Voice Title And Voice-Mail Greeting
About creating your voice title and voice-mail greeting__________ This chapter explains how to create your voice title, create your voice-mail greeting, and manage your greetings using the phone. When you first begin to use Strata CS, create the following two recordings: Your voice title (your name) Your voice-mail greeting (what callers hear when they reach your voice mail) You can rerecord these recordings at any time.
Page 31: Recording Your Voice-Mail Greeting
Recording your voice-mail greeting _________________________ Your voice-mail greeting is a recording that callers hear when they reach your voice mail. For example, your voice-mail greeting might be similar to the following: “This is Miri Anatolia. I am out of the office right now, but leave me a message and I will get back to you soon.” You can also use your voice-mail greeting to tell callers about the following options that are available to them: Press # after leaving a message for more options.
Page 33: Using The Telephone
Using the Telephone...
Page 35: Chapter 3. Placing Calls On The Phone
HAPTER HAPTER LACING ALLS ON THE HONE HAPTER ONTENTS About placing calls on the phone ........3-2 Dialing internal and external numbers.
Page 36: About Placing Calls On The Phone
About placing calls on the phone____________________________ You can pick up a Strata CS phone and place a call in the same way that you place calls on other phones. But you can also do much more. For example, you can dial other Strata CS users by name and use special key combinations to redial your last call or call back your last caller.
Page 37: Dialing Internal And External Numbers
Dialing internal and external numbers _______________________ Internal calls are calls to other Strata CS extensions. External calls are calls to outside numbers, including calls to another phone system (PBX), a Centrex extension, another Strata CS system such as a branch office, and an Internet address. Note: If you encounter a delay after dialing before your calls are connected, you can press # after the extension or number, for example, 187#.
Page 38: Dialing By Name
If you hear one of the previous prompts, enter the account code followed by . If you hear the double beep, you can press # to use the contact’s associated account code, or you can enter a different account code and press Note: If you enter the wrong account code, press Flash before pressing # and the system will let you re-enter it.
Page 39: Placing Calls While You Are Already On A Call
Placing calls while you are already on a call __________________ You can put calls on hold and place a new call, pick up another call on hold, and end a call without losing other calls on hold. Putting your current call on hold and placing a new call Press .
Page 40: Disabling Call Waiting For A Call
Disabling call waiting for a call Disabling call waiting is useful if you are using your extension to send faxes or to connect to the Internet. In both cases, a call waiting tone disrupts the data flow. To disable call waiting for a call, press and dial the number.
Page 41: Requirements For Receiving A Page Or Intercom Call
In order to receive a page or intercom call, the receiving user must have the following: A properly-configured Cybiolink, Aastra Powertouch, or Toshiba digital phone that is on-hook. Regular analog or IP phones will also receive intercom connections and pages if they are in hands-free mode (see “Using hands-free answering”...
Page 43: Chapter 4. Answering And Handling Calls On The Phone
Using Toshiba digital phones ........
Page 44: About Answering And Handling Calls On The Phone
About answering and handling calls on the phone _____________ This chapter explains how to answer calls at your Strata CS phone, including putting calls on hold, transferring calls, sending calls to voice mail, and other actions. For the features you can use when answering and handling Strata CS calls at a remote phone, see Chapter Using the Flash button on your phone...
Page 45: Call Announcing
Call announcing Call announcing enables you to screen incoming calls just by picking up the phone. With call announcing, you are not connected immediately to the caller. Instead, you hear, “Call from” followed by a recording of the caller’s name. You can then choose whether to accept the call, send it to voice mail with or without message screening, or conference in the caller.
Page 46: Call Waiting
Call waiting When you are on a call and another call for you arrives, you hear the call waiting tone (two short beeps). Press to switch to the incoming call. The current call is put on hold. Flash If call announcing is turned off, you are connected to the incoming call immediately. If call announcing is turned on, you hear the call announcing prompt.
Page 47: Using Hands-Free Answering
Using hands-free answering Hands-free answering is an aid for headset and speakerphone users. Using hands-free answering, you can receive or place calls while the phone is off-hook. Although the phone is off-hook, the dial tone does not play, and the phone does not ring. When an incoming call arrives, a zip tone (a beep) notifies you and Strata CS connects you based on your settings for call announcing.
Page 48: Receiving Internal Intercom Calls With Voice-First Answering
Receiving internal intercom calls with voice-first answering If you use a supported Cybiolink or Aastra PowerTouch ADSI phone, or a Toshiba digital phone, as your Strata CS station, you can use voice-first answering, which turns your speakerphone into an intercom for internal callers.
Page 49 Recording a call Creating a conference call Parking a call Unparking a call Putting a call on silent hold Getting an internal dial tone Entering an account code for a call Important: If your phone is configured for direct transfer, pressing Flash while on a call lets you transfer the call only.
Page 50: Putting A Call On Hold
Putting a call on hold After you answer a call, you can put it on hold by pressing . To return to the call, press Flash again or press Flash Important: You cannot put a call to a queue, auto attendant, or IVR Plug-in on hold. If you do, the call is disconnected.
Page 51: Sending A Call To Voice Mail
Do one of the following: To complete the transfer when the recipient agrees to accept the call, hang up or press . The call is transferred to the recipient. Flash 2 To cancel the transfer, press . You are disconnected from the recipient Flash 1 and reconnected to the caller.
Page 52: Recording A Call
Recording a call If you have permission, you can record your phone calls. To start and stop recording a call, press . You can use the record command in two ways: Before a call, press at the dial tone to start recording, then dial the call. The recording begins automatically when the call is connected.
Page 53: Parking A Call
Notes Depending on how your administrator has configured your Strata CS Server, up to 4, 7, 12, or 60 parties can participate in a conference call. You cannot conference two conference calls together. You can transfer a conference call, but not to the extension of an auto attendant, voice mailbox, call center queue, or IVR Plug-in.
Page 54: Getting An Internal Dial Tone
You can have calls on hold on multiple lines and switch between them simply by pressing the buttons. You can have as many line appearances as there are programmable buttons on your Toshiba phone. There are two types of line appearances: These are lines assigned to you.
Page 55: Using Built-In Strata Cs Commands
Using SDNs A Toshiba phone button configured as a extra line that refers to a PDN of another user. When a call comes in to the primary user’s phone, both the primary user’s PDN and your SDN ring, and either you or the other user can pick up.
Page 56: Using Custom-Mapped Strata Cs Commands
Using custom-mapped Strata CS commands In addition to the built-in Strata CS features described in the previous section, you can map other features to your Toshiba digital phone’s programmable buttons. For instructions, see “Configuring a Toshiba digital phone” on page 18-12.
Page 57: Chapter 5. Managing Voice Mail And Your Account With The Phone
HAPTER HAPTER ANAGING OICE AIL AND CCOUNT ITH THE HONE HAPTER ONTENTS About managing your account on the phone ......5-2 About voice mail .
Page 58: About Managing Your Account On The Phone
About managing your account on the phone __________________ When you log on to your account, you hear the Voice Mail / Account menu. From this menu you can listen to and manage your voice mail, send new voice messages, and customize your Strata CS account in several ways.
Page 59: Knowing When You Have New Voice Messages
The stutter dial tone indicates that you have new voice messages. Note: Stutter dial tone is not available on Toshiba Strata digital phones. Use the message-waiting light. You or your Strata CS system administrator can turn stutter dial tone off using ViewPoint.
Page 60: Listening To And Managing Your Voice Mail
Listening to and managing your voice mail ___________________ To listen to your voice messages, log on and press . This plays the messages in your Inbox folder, including any new (unheard) messages. To listen to voice messages in your Saved folder, log on and press Voice message telephone commands You can use the telephone commands in the following table while you listen to a message or after the message has played.
Page 61: Deleting And Undeleting Messages
Deleting and undeleting messages To delete a message, press during or after the message. You can undelete messages as long as you remain in the current voice messages session. If you hang up or back out of the voice messages menu, all messages that you have deleted are deleted permanently.
Page 62: Calling Back A Voice Message
Calling back a voice message When you call back a voice message, Strata CS places a call to the extension or external phone number of the person who left you the message. In cases where multiple numbers are available for the person—for example, a callback number and a Caller ID number—Strata CS prompts you to choose which one to dial.
Page 63 Commands for Recorded Messages Use after recording a message Review the recording. Rerecord the recording. Append to the end of the recording. Mark the message as Urgent. Mark the message as Private. Enter a callback number (external number only). Cancel the message. Note: If you mark a message as Private, the recipient cannot forward it and users who share the recipient’s voice mailbox cannot play the message.
Page 64: Managing Your Greetings Using The Phone
Managing your greetings using the phone ____________________ A greeting is a message that callers hear when they reach your voice mail. Strata CS lets you record and store multiple greetings for use in different situations, and easily switch between them. For example, you can have a standard workday greeting, an after-hours greeting, a vacation greeting, and more.
Page 65: Forwarding Your Calls Using The Phone
Forwarding your calls using the phone ______________________ You can use the telephone commands to forward your calls, so that your incoming calls ring another phone. You can forward your calls to another extension or an external number. You can also forward your calls using ViewPoint. See Chapter Turning call forwarding on log on to your account and press...
Page 66: Sending Your Calls Straight To Voice Mail With Do Not Disturb
Sending your calls straight to voice mail with Do Not Disturb ____ You can use send all your incoming calls directly to voice mail without ringing your phone. To do so, select the personal status Do Not Disturb as follows: Log on to your account by picking up your phone and entering # <your extension>...
Page 67: Chapter 6. Using Strata Cs With A Remote Phone
HAPTER HAPTER CS W SING TRATA ITH A EMOTE HONE HAPTER ONTENTS About using Strata CS with a remote phone ......6-2 Tips for all remote phone use .
Page 68: About Using Strata Cs With A Remote Phone
About using Strata CS with a remote phone ___________________ A remote phone is any phone that is not wired to a station port on the Strata CS Server computer, including all IP phones as well as mobile phones, home phones, and legacy PBX phones. From any remote phone, Strata CS offers complete access to your voice mail and account settings, as well as the ability to receive, place, transfer, and manage Strata CS calls.
Page 69 Feature Remote Number External Station Internal Station IP Phone, cell Cell phone, home Analog phones, phone, home phone, legacy Toshiba digital phone, legacy PBX station phones PBX station Check voice mail Manage account using telephone commands Screen calls Manage calls (transfer, conference, record, etc.)
Page 70 Feature Remote Number External Station Internal Station IP Phone, cell Cell phone, home Analog phones, phone, home phone, legacy Toshiba digital phone, legacy PBX station phones PBX station Specify remote Specify station Specify station Log on to ViewPoint number number...
Page 71: Tips For All Remote Phone Use
Tips for all remote phone use ______________________________ The following sections apply to all remote phone use. Using ** instead of Flash at a remote phone When using the Strata CS telephone commands with any remote phone, including external stations, you must press instead of , for example, to put calls on hold or use call-handling Flash...
Page 72: Logging On To Strata Cs From A Remote Number
Logging on to Strata CS from a remote number Logging on to Strata CS connects you to the Voice Mail / Account menu, from which you can check your voice mail, change or record new greetings, forward your calls, change your personal status, and more.
Page 73: Placing Calls Through Strata Cs From A Remote Phone
Notes Using ViewPoint, you can password-protect your forwarded calls so that you must enter your Strata CS password to be connected to the call. This ensures that only you receive your forwarded calls. See “Forwarding calls in ViewPoint” on page 15-3.
Page 74: Using Redial And Other Quick Call Commands When Logged In
Using redial and other quick call commands when logged in After logging on from a remote phone, you can use any quick-call telephone command beginning with *, for example to redial a call or to place a page or intercom call.
Page 75: Using Viewpoint Remotely With A Phone
However, you can enable most of those features by imitating a station (see the next section). To associate ViewPoint with a remote number Start ViewPoint. At the Toshiba Strata CS ViewPoint Logon dialog box, click Options expand the dialog box. Click...
Page 76: Imitating A Station At A Remote Number
Imitating a station at a remote number When you work from a remote number, you can have Strata CS imitate a station on calls routed to you, so you can use the ViewPoint Call Monitor and other station features. Once you do so, your remote phone behaves like an external station, allowing you to use the ViewPoint Call Monitor and all other ViewPoint features in conjunction with it.
Page 77: Placing Strata Cs Calls From An External Station
There are two types of external stations: An IP phone. IP phones configured as external stations behave like regular Strata CS stations. You can place calls as if from your desk phone (see “Placing Strata CS calls with an IP phone external station” on page 6-5).
Page 78: Using Viewpoint With An External Station
If you want to use ViewPoint call control when answering incoming calls at any of your routing list's external numbers you still must turn on “imitate a station.” To use ViewPoint with an external station Start ViewPoint. At the Toshiba Strata CS ViewPoint Logon dialog box, click Options expand the dialog box. Click , and enter your external station ID.
Page 79: Changing Your External Station To Another Remote Number
Enter the phone number or IP address of the external Number/Address. station. Click Changing your external station to another remote number If you have an external station, you can use the telephone commands to change its location, for example, from your home to your cell phone. To do so: From the remote phone that you want to set as your external station, call your office and log on to your account.
Page 81: Chapter 7. Sharing Stations
HAPTER HAPTER HARING TATIONS HAPTER ONTENTS About sharing stations..........7-2 Placing outbound calls from shared stations.
Page 82: About Sharing Stations
About sharing stations ____________________________________ In Strata CS you can share your internal or external station (telephone) with one or more other users, and still use your individual settings such as personal status and dialing permissions. You might share a station for a number of reasons, including the following: Your office uses shifts, and you and another person use the same desk at different times of the day.
Page 83: Call Announcing Commands
Finding out who is currently logged in at a station To find out who is currently logged in at a station, pick up the station and dial Note: You can also see who is currently logged in by looking at the status bar of the Strata CS ViewPoint.
Page 85: Using Viewpoint
Using ViewPoint...
Page 87 HAPTER HAPTER CS V SING TRATA OINT HAPTER ONTENTS About Strata CS ViewPoint ......... 8-2 Using ViewPoint from any web browser .
Page 88: About Strata Cs Viewpoint
About Strata CS ViewPoint _________________________________ The Strata CS ViewPoint application provides a central place to manage your calls, voice mail, contacts and Strata CS account in an easy-to-use, graphical Windows interface. In ViewPoint you can quickly and easily drag and drop to transfer or conference calls, point and click to hear voice messages or call people back, set up call rules and “follow me”...
Page 89: Logging On To Viewpoint
To log on to ViewPoint Choose . The Start > Programs > Toshiba Strata CS > Strata CS ViewPoint ViewPoint Log On dialog box opens. Type your user name in the field. If you do not know your user name, ask User Name your Strata CS system administrator.
Page 90: Using Viewpoint With A Different Phone Or Server
Using ViewPoint with a different phone or Server By clicking in the ViewPoint Logon dialog box, you can change the following login Options settings: ViewPoint works best in conjunction with a phone, when you The associated phone. can use the commands, make recordings, and more.
Page 91 If you are using an external station (for example, your home phone) and forget your station ID, enter 0 for the , click , then in the next window select Station ID your default station Remote number. To use ViewPoint in conjunction with a phone that is not a Strata CS station, select this field and enter the phone number or IP address of the phone.
Page 92: Using Viewpoint With Another Station Or A Remote Number
Click Using ViewPoint with another station or a remote number Most Strata CS users have a default station ID, which represents the phone your system administrator assigned to you (if you roam between phones your station ID may be 0). When you log on to ViewPoint specifying an associated phone other than your default station, the Select Your ViewPoint Phone dialog box opens, enabling you to clarify which phone you want to use with ViewPoint.
Page 93: Logging On With New Logon Options
You log on with station ID 0, meaning that ViewPoint is I am not near a phone. not associated with a phone. ViewPoint commands that require a phone—for example, placing a call—are unavailable. Note: When you run ViewPoint without an associated phone, the Call Monitor folder title bar displays “No associated phone”...
Page 94: Exiting Viewpoint
Exiting ViewPoint_________________________________________ To exit ViewPoint, choose File > Exit If you are at another user’s desk, exiting logs you off from the station associated with the PC, returning the station to its default user. You can log off from the station without exiting ViewPoint by picking up the phone and dialing Exiting and logging off You can also exit ViewPoint by choosing...
Page 95: The Toolbar
The toolbar The toolbar, directly under the menu bar in each folder, provides single-click access to frequently used Strata CS commands. Some folders contain toolbar buttons that are not found in other folders. The following illustration shows the toolbar for the Voice Mail folder. In any folder, clicking the left-most toolbar button creates a new item for that folder.
Page 96: The View Bar
Using the navigation bar Click an entry in the navigation bar to go to that folder and gain access to other related folders in the Favorite Folders list. The entries in the navigation bar are: Displays the Call Monitor. Extensions and (if you are Call Monitor.
Page 97: The Status Bar
The status bar The status bar is located at the bottom of ViewPoint window. The status bar gives you quick access to the following information: Last caller. Lists the name (if available) and Caller ID of your last incoming call. You can press to place a call to that number.
Page 98: Locking Viewpoint Window Elements
Locking ViewPoint window elements You can lock the layout of your ViewPoint so that you don’t accidentally resize or close panes. With the ViewPoint layout locked, you cannot drag borders to resize panes, and panes no longer have a clickable X in the corner with which to close them. You can still resize the ViewPoint window as a whole, and you can still hide and show panes using the commands on the View menu.
Page 99 The Strata CS ViewPoint Folders General Voice Mail Hear, manage, and save your voice messages. See Chapter Call Monitor Visually place and handle calls (transfer, create conference calls, listen to voice mail as it is being left). See Chapter Contacts Manage an online phone book of your telephone contacts.
Page 100: Working In Multiple Folders
Working in multiple folders You can have several folders open at once by opening each folder in its own window. To open a folder in its own window, right-click a folder button in the Favorite Folders list and choose on the shortcut menu. Open in New Window When you want to shut down ViewPoint, you can close all ViewPoint windows at the same time by choosing...
Page 101: Adding The Phonebook Pane To The Call Monitor Folder
Adding the Phonebook Pane to the Call Monitor folder The Phonebook pane includes the Extensions folder and the Contacts folder. Adding the Phonebook Pane to the Call Monitor folder lets you perform drag-and-drop call handling operations between the pane and the Call Monitor. See “Dragging and dropping items”...
Page 102: Managing Folders And Items
Managing folders and items ________________________________ Items are individual greetings, contacts, routing lists, personal statuses, workgroups, and call rules that you create in Strata CS. One item appears on each row in a folder. For example, one contact appears on each row in the Contacts folder. This section explains the following: Using commands in folders Managing items in folders...
Page 103 To create an item by copying an existing item Select the item on which you want to base a new item, such as a contact in the Contacts folder. Choose Edit > Copy Choose . A Contact dialog box opens. Edit >...
Page 104 Renaming items You can easily rename items in Strata CS, but you cannot rename some types of items, such as default personal statuses or the Standard routing list. Use the following procedure to rename an item. To rename an item Double-click the item.
Page 105 Dragging and dropping items You can drag and drop one item onto another item to perform actions such as making a call, transferring a call, and adding a call to a conference. You can also move an item to a folder. For example, if you drag an active call in your Call Monitor onto a user in the Extensions tab of the Phonebook pane, the call transfers to that user.
Page 106 SHIFT + CTRL + From Drag Drag Drag Contact Call Conferences Opens the the contact’s Conference default dialog box number with the call Empty Call Places a call Opens the Monitor to the default Place Call To phone dialog box number Folder Moves the...
Page 107: Printing Items In Folders
SHIFT + CTRL + From Drag Drag Drag Extension Call Conferences Opens the (User, the call Conference Auto dialog box Attendant, Empty Call Places the Opens the Queue, or Monitor call Place Call To IVR Plug-in) dialog box Text (in Call Places a call Opens the...
Page 108: Managing Folders
Managing folders This section is a guide to basic actions you can perform on folders. The folders that support subfolders are the Voice Mail folder and the Contacts folder. Creating folders Choose . The Create New Folder dialog box opens. File >...
Page 109: Managing The Deleted Folder
Managing the Deleted folder The Deleted folder contains voice messages that you have deleted from the Voice Mail folder. Items in the Deleted folder continue to be stored in the limited space that has been allocated to you for your voice files. To regain space for more voice messages or other voice files, empty your Deleted folder.
Page 110 Example: If you and two coworkers are working on the Gould project, you can create a Contacts folder called “Gould” in which you keep important contacts at the Gould office. You can share the Gould folder with your two coworkers, so that all three of you have access to Gould contacts’...
Page 111: Viewing Shared Folders
Viewing shared folders To view folders that another user has shared with you, choose in the navigation All Folders pane, open at the bottom of the Folder List, and select the folder of the other Shared Folders user. Deleting shared items If you have permission to do so, you can delete voice messages from folders that other users have shared with you.
Page 112: Using The Audio Controls
Using the audio controls___________________________________ Strata CS’s audio controls make it easy to create recordings and listen to recordings and voice messages. These audio controls appear throughout ViewPoint in dialog boxes in which you can create recordings and listen to voice messages. Creating recordings and playing voice messages You create recordings by speaking into your phone.
Page 113: Importing And Exporting Strata Cs Items
Importing and exporting voice files To import or export a voice file, use the buttons on the recording control: Import You can import a voice file in .WAV or .VOX format to use for any ViewPoint recording (greetings, voice titles, and so on).
Page 114 To import contacts from a .CSV file Choose File > Import and Export . The Import and Export Wizard opens. Select , and then click Import Contacts Next , click and select the .CSV file that you want to import. File to Import Browse , select the Strata CS Contact folder into which you want to...
Page 115 If you are importing contacts from another application, click Map Custom Fields Map the fields as follows: Check at the bottom of the dialog box if the First record contains field names .CSV file’s first record consists of the names of fields. Then drag fields or values from the left pane (the .CSV file) to the fields in the right pane (Strata CS contacts) in which you want the values to appear.
Page 116 To export contacts to a .CSV file Choose File > Import and Export . The Import and Export Wizard opens. Under select , and then click Choose an action to perform, Export Contacts Next browse to the folder in which you want to save the .CSV file. Save exported file as, , choose the Contacts file that you want to export, and then click Source folder...
Page 117: Exporting The Extensions List
Exporting the Extensions list You can export the Extensions list to a .CSV file for use in other applications. Click . The Import and Export Wizard opens. File > Import and Export Under , select and click Choose an action to perform Export Extensions Next Under...
Page 118: Exporting The Call Log
Exporting the Call Log You can export your Call Log to a .CSV file that can be read and analyzed in a spreadsheet program such as Microsoft Excel. Choose . The Import and Export Wizard opens. File > Import and Export Click , and then click Export Call Log...
Page 119 Result codes when exporting the Call Log When the Call Log is exported, the Result field appears as a code. Use the following table to interpret the result codes: Code Result Connected, user hung up Connected, user was hung up upon Abandoned Left message Blind transfer...
Page 121: Chapter 9. Using Personal Statuses
HAPTER HAPTER SING ERSONAL TATUSES HAPTER ONTENTS About personal statuses ......... . . 9-2 Using predefined personal statuses .
Page 122: About Personal Statuses
About personal statuses ___________________________________ Your personal status lets your colleagues know where you are and what you are doing. It also specifies how your calls are handled under specific circumstances. A personal status consists of the following: A personal status icon and a name, such as Available. These appear next to your name in the Extensions list, so that other Strata CS users can see at a glance whether you are in the office and available.
Page 123: The Personal Status Button In The Status Bar
The Personal Status button in the status bar The status bar contains a button that shows your current personal status. Click that button to select a different personal status. Using predefined personal statuses _________________________ Five predefined personal statuses are available to all users. Three additional predefined personal statuses are available only to call center agents.
Page 124 Icon Status Description In a Meeting These personal statuses let people know where you are when you are away from your desk. Like Do Not Disturb, by default these Out of the personal statuses send your calls directly to Office voice mail without ringing your phone, though you can change that behavior with these On Vacation...
Page 125: Selecting A Personal Status
Icon Status Description On Break This status puts you on a break during your shift. While this status is selected, the queue does not send calls to you. When you take a break, be sure to use the On Break status rather than Available (Non-Queue), which ends your shift.
Page 126: Modifying A Personal Status
Selecting a personal status on the phone You can select a personal status on the phone in the following ways: log on and press . See “Selecting a personal status on the phone” on page 5-10. You can select the Available personal status quickly by picking up the phone and pressing For call center agent statuses, pick up your phone and press through .
Page 127 Custom personal statuses are identified in the Extensions list by To create a custom personal status Choose . The Personal Status dialog box opens. File > New > Personal Status Enter a name for the personal status. Use the audio controls under to record the name, so that you can Recorded name select the status by using the telephone commands (see...
Page 128 Any other phone. Click . The Call Me at Another Another location. Location dialog box opens, where you can specify the number. For instructions on using this dialog box, see “Placing a call” on page 12-2. If you select an external number, you can use the external call forwarding options under the field.
Page 129: The Personal Statuses Folder
select the Out of the Office personal status, the dialog box opens and you can specify a different call forwarding location. Click to save the new personal status. The Personal Statuses folder_______________________________ The Personal Statuses folder displays all your personal statuses. Open the Personal Statuses folder by clicking in the navigation bar, then clicking in the...
Page 130: Changing Your Active Settings
Changing your active settings You can change your active settings in the following ways: Change each active setting individually by going to the appropriate folder or dialog box. For example, you can set your active greeting in the Greetings folder, your active routing list in the Routing Lists folder, your setting by forwarding your calls, and Where I Am...
Page 131 To change your active settings in the Active Settings dialog box Choose Tools > Active Settings . The Active Settings dialog box opens. Change any of the following: To change your current personal status, select a personal status in the drop-down list.
Page 132: Active Settings Hierarchy
Active settings hierarchy Several different Strata CS features allow you to specify an active setting. For example, you can specify a routing list in the Routing Lists folder, in a call rule, and in a personal status. This section describes which setting is used in cases of conflict. The hierarchy for active settings is as follows: When a call is handled by a call rule, its settings are used if specified.
Page 133: Setting Personal Status Defaults
Using the Where I Am default specifies the phone that rings when you receive a call. The Where I Am default is Where I Am your station, unless you are forwarding your calls. In that case, it is your call forwarding number. This setting enables you to temporarily override your call forwarding with a personal status, and then restore it.
Page 134: Changing The Personal Status Of Another User
Changing the personal status of another user _________________ You can change the personal status of another Strata CS user if you know that user’s password. This feature is useful when users want to change their personal status but do not want to log on to Strata CS themselves.
Page 135: Chapter 10. Using The Extensions List
HAPTER HAPTER SING THE XTENSIONS HAPTER ONTENTS Viewing Strata CS extensions ........10-2 Placing calls to an extension.
Page 136: Viewing Strata Cs Extensions
Viewing Strata CS extensions_______________________________ You can see all Strata CS extensions, along with information about the current status of each extension, in the Extensions list. You can use the Extensions list to quickly place calls to other Strata CS extensions or to change another user’s personal status if you have permission to do so. Note: You can display the Extensions list in the Call Monitor for quick access, including drag-and-drop calling.
Page 137: Extensions Folder Tabs
Extensions folder tabs The Extensions folder contains tabs that display related groups of extensions. Click each tab to view its contents. This tab displays all Strata CS extensions. Your system may be configured to All tab. not show this tab. The Extensions folder contains a tab for each public workgroup of Workgroup tabs.
Page 138 Column Description Personal Status Name of the user’s current personal status. Name For call center queues, this column displays the queue’s current status. Queue statuses are: Open. The queue is distributing to its calls to available agents as normal. Closed. You have set the queue to send its calls directly to voice mail.
Page 139: Placing Calls To An Extension
Placing calls to an extension _______________________________ To place a call to an extension, double-click the extension. If your phone is on hook, it rings to connect you to the call being placed. If you want to speak to another user as soon as they are off the phone, you can have ViewPoint camp on their busy extension (as shown in the Extensions list).
Page 141 HAPTER HAPTER ECEIVING AND ANDLING ALLS IN OINT Using the Call Monitor folder........11-2 Displaying the Call Monitor folder automatically .
Page 142: Using The Call Monitor Folder
Using the Call Monitor folder _______________________________ In the Strata CS ViewPoint, the Call Monitor folder is the visual counterpart to your telephone. The Call Monitor lets you see all your incoming calls and any outgoing calls at once, often with the callers identified by name.
Page 143: Call Monitor Folder Tabs
To sort the Call Monitor automatically Choose Tools > Options . The Options dialog box opens. Choose the ViewPoint \ Call Monitor tab. Check Actively sorted Click Note: Actively sorting the Call Monitor can make Call Monitor performance slower. You can always manually sort the Call Monitor by clicking a column header.
Page 144 Showing, hiding, and reordering Call Monitor tabs To show or hide individual Call Monitor tabs, as well as choose their order, do the following: Choose View > Current View > Show Tabs Select a tab name and click to show or hide it. Use the up and down Remove arrow buttons to arrange the order of tabs.
Page 145: Call Monitor Folder Panes
To change the All tab display format Choose Tools > Options . The Options dialog box appears. Click the ViewPoint \ Call Monitor tab. Check or uncheck Grouped by owner on All tab Click Call Monitor folder panes The Call Monitor folder contains the following two panes that you can hide or show: The Phonebook Pane, which shows the Extensions folder and the Contacts folder and enables drag-and-drop call handling.
Page 146: Selecting And Acting On A Call In The Call Monitor Folder
Under , check one or both of the Display Call Monitor in the following situations following options: Placing new calls from Contacts or Extensions Returning calls from Voice Messages or Call Log To display the Call Monitor folder automatically on incoming calls, click the ViewPoint \ Call Alerts tab and check Display the Call Monitor Click...
Page 147: Commands While A Call Is Ringing
Commands while a call is ringing ___________________________ While calls are ringing at your phone, the Call Monitor folder displays “Incoming Call.” If Strata CS can identify the caller, the item in the Call Monitor folder also displays the caller’s phone number and name, which enables you to screen your calls.
Page 148: Grabbing And Holding The Call
Grabbing and holding the call Choose when you are momentarily unable to take an incoming call but intend Actions > Hold to speak to the caller soon. This command puts callers on hold without your talking to them first and plays a special grab-and-hold greeting that you have recorded. (See “To record a grab-and-hold greeting”...
Page 149: Commands While You're On A Call
Commands while you’re on a call ___________________________ Once you are on an active call, you can perform actions on that call, including the following: Putting a call on hold Transferring a call Recording a call Playing recorded audio into a call Associating a call with a contact Parking a call Unparking a call...
Page 150: Transferring A Call
You cannot put a call to a queue, auto attendant, or IVR Plug-in on hold. If you attempt to do so, the call is disconnected. If you’re using a Toshiba digital phone with multiple line appearances, you do not hear dial tone after putting a call on hold. To get dial tone, select an unoccupied line.
Page 151 Blind, supervised, and direct-to-voice-mail transfers You can transfer a call in one of the following ways: Blind transfer, sometimes called an unattended transfer. You transfer the call without first speaking to the recipient. When the recipient answers the phone, the call is connected.
Page 152: Recording A Call
The transfer is completed and the call disappears from your Call Complete. Monitor. You can also complete the transfer by hanging up the phone. The caller, the recipient, and you are all connected in a conference Conference. call. The transfer process ends and you are reconnected to the caller, so you Cancel.
Page 153: Playing Recorded Audio Into A Call
Privacy It is the responsibility of you and your administrator to comply with any federal or other applicable statutes regarding the recording of phone calls. Toshiba, Inc. disclaims any responsibility for failing to comply with such regulations. Playing recorded audio into a call You can play greetings or voice messages into a call.
Page 154: Associating A Call With A Contact
To play audio into a call from the Call Monitor Select the call and choose Actions > Insert Audio > Play Audio into Call . The Play Audio Into Call dialog box opens. Select the recorded audio to play. You can choose any of your greetings or voice messages, or click to select a .WAV or .VOX audio file.
Page 155: Parking A Call
Parking a call Parking a call puts a call on hold and lets any Strata CS user retrieve it from any Strata CS telephone or ViewPoint program in your office. To park a call In the Call Monitor, select the call you want to park. Choose .
Page 156: Muting A Call
Muting a call With Strata CS you can mute a call even if your phone does not have a mute button. When muted, you can hear the caller, but the caller cannot hear you. To mute a call, choose . Choose again to turn muting off.
Page 157: Adding Notes To A Call
Adding notes to a call While a call is visible in your Call Monitor folder, you can type notes about the call in the Notes Pane. If the Notes Pane is not showing, choose View > Notes Pane If the call is transferred to someone else, notes that you created about the call are sent with the call (for example, you can add a note such as “Customer wants to track invoice #123987”...
Page 158 Strata CS can also give you information about an incoming call on the phone, in the following ways: Strata CS announces the caller’s name and gives you the choice of Call announcing. accepting the call or sending it to voice mail. See “Call announcing”...
Page 159: Sharing Your Call Monitor Folder
Sharing your Call Monitor folder ____________________________ You can share your Call Monitor folder with other Strata CS users. Those users see your calls when they click on a tab with your name on it in their Call Monitors. If you give them the View and Edit permission level, they can answer your calls using that tab and perform all call-handling commands on them.
Page 161 HAPTER HAPTER LACING ALLS IN OINT HAPTER ONTENTS Placing a call ........... 12-2 Using dialing services .
Page 162: Placing A Call
Placing a call ____________________________________________ Strata CS provides the following ways for you to place calls from ViewPoint: Placing calls using the Dial bar Using the Place Call To dialog box Quick-dialing from ViewPoint folders Camping on a busy user’s extension Placing calls using drag-and-drop Placing calls by using other contact managers Placing calls with the phone on or off hook...
Page 163: Using The Place Call To Dialog Box
To redial a call using the Dial bar Click the arrow on the right of the Dial bar for a list of recently dialed names and numbers. Click a number to redial it. Using the Place Call To dialog box The Place Call To dialog box visually guides you to place a call.
Page 164 Click and select a workgroup in the list. Workgroups When you call a workgroup, all users’ phones within that workgroup ring simultaneously. The first member of the workgroup to pick up the phone connects to the call. Contacts in the workgroup are ignored. Click .
Page 165 Check to make the number publicly available. This has the following effects: Public Other users can quick-dial your public numbers (or make speed-dial shortcuts to them) by right-clicking your name in their ViewPoint Extensions list. If unchecked, the number is kept private and does not appear on this right-click menu. When a call comes into Strata CS from one of your public numbers, your name appears in the column, and can be used to identify you, for example by other...
Page 166: Quick-Dialing From Viewpoint Folders
Quick-dialing from ViewPoint folders In certain ViewPoint folders you can quickly place calls by either right-clicking an item or selecting it and using the menu. You can choose the following commands: Actions Immediately places a call to the default number of the selected item. For a Speed Dial.
Page 167: Camping On A Busy User's Extension
Camping on a busy user’s extension If you want to speak to another user as soon as they are off the phone, you can have ViewPoint camp on their busy extension (as shown in the Extensions list). The system waits until both you and the other user are free, then automatically places the call.
Page 168: Using Dialing Services
Using dialing services _____________________________________ Dialing services let you place external calls using different phone lines or telecommunication services. Your Strata CS system administrator may have set up one or more dialing services with names like “Phone number” or “Chicago Centrex” with access codes of 9 or 8 so that you can identify it by name in ViewPoint and also easily dial it with your phone.
Page 169: Checking A Number
Entering an IP address If you selected an Internet dialing service in the field, use the field to enter Call Using Address the IP address of the remote H.323 device or Strata CS Server to which you want to connect. For example, 123.45.67.89 or abccorp.com.
Page 170: Redialing Numbers And Returning Calls
Note: When you click to check an Internet address, the dialog box lets you check the Internet address and any Remote number that you have appended to it. Redialing numbers and returning calls _______________________ You can quickly perform the following dialing actions in ViewPoint: Press on your keyboard.
Page 171 To create a speed dial shortcut Choose Tools > Speed Dial Shortcuts . The Speed Dial Shortcuts dialog box opens. Enter or select a number for the shortcut to dial. For instructions using this dialog box, “Using the Place Call To dialog box” on page 12-3.
Page 172: Creating Conference Calls
Creating conference calls __________________________________ Strata CS lets you easily conference multiple calls together. The Call Monitor folder treats a conference call as a single call. You can put a conference on hold or park it exactly as you would a single call. The maximum number of parties that can be in a single conference can be between 4 and 60, depending on your system’s configuration.
Page 173: Conferencing Multiple Active Calls Together
Determine whether you want to add the new party to the conference. Then click one of the following: The new party joins the conference call. Complete. The new party’s call is disconnected, and you return to the conference call. Cancel. Repeat steps to add more parties to the conference.
Page 174: Transferring A Conference Call
Transferring a conference call You can transfer a conference call, but not to the following destinations: An auto attendant Directly to a voice mailbox A call center queue An IVR Plug-in You also cannot transfer individual parties out of a conference. Ending a conference call A conference call normally ends when all parties hang up at roughly the same time.
Page 175 To supervise another user’s call using ViewPoint Select one of the following: A call in the Call Monitor, if the other user has shared his or her Call Monitor with you. A user in the Extensions list who is currently on a call. A call center queue agent in the Agents pane of the Queue Monitor (see Appendix Choose...
Page 177: Chapter 13. Managing Voice Messages In Viewpoint
HAPTER HAPTER ANAGING OICE ESSAGES IN OINT HAPTER ONTENTS About managing voice messages in ViewPoint ......13-2 Listening to your voice messages and call recordings .
Page 178: About Managing Voice Messages In Viewpoint
About managing voice messages in ViewPoint ________________ You can manage your voice messages and call recordings in the Strata CS ViewPoint in the same way that you manage e-mail messages in your e-mail program. Your new voice messages or recordings appear in a list in your Inbox folder according to the time and the caller. You can listen to them in any order you want, and you can easily forward them, reply to them, or save them in other folders that you create.
Page 179: Archiving Voice Messages
The Voice Mail folder contains three predefined folders: The Inbox folder. New voice messages appear here. After you listen to them, they remain here unless you move or delete them. Saved messages appear here. When you save a message by using the The Saved folder.
Page 180: Listening To Your Voice Messages And Call Recordings
Listening to your voice messages and call recordings __________ To listen to a voice message or call recording, double-click it in any Voice Mail folder. For instructions on using the audio controls, see “Using the audio controls” on page 8-26. You can play the message or recording either over your computer's speakers or over your telephone.
Page 181: Replying To A Voice Message
The envelope icon next to a message you have forwarded changes to To forward a voice message In any Voice Mail folder, right-click a voice message that you want to forward and select on the shortcut menu. The Forward Message dialog box opens. Forward In the list, select the users to whom you want to forward the message.
Page 182: Calling Back The Person Who Left A Voice Message
Calling back the person who left a voice message You can call back the person who left you a voice message by using the Strata CS Place Call command. lets you choose the number to call if several numbers are Speed Dial Place Call available.
Page 183: Deleting Voice Messages
Deleting voice messages By default, messages in the Deleted folder that are older than three days are permanently removed from Strata CS. For information about how to change the default, see “To empty the Deleted folder automatically” on page 8-23. To move a voice message to the Deleted folder Select the message.
Page 184: Marking A Voice Message Urgent Or Private
Marking a voice message Urgent or Private You can mark a voice message Urgent, Private, or both. Private messages cannot be forwarded, and users who share your mailbox cannot play them, reply to them, or call back the sender. The icons in the columns to the right of the envelope icon show whether a message is Urgent or Private To mark a voice message Urgent, select the message and choose Actions >...
Page 185: Managing Your Voice Mail Quota
Managing your voice mail quota ____________________________ Your voice mailbox has a limited amount of disk space (in minutes) to store your voice messages. To see the size of your mailbox, choose , and click the Voice Tools > Options Messages \ Usage tab. The Strata CS default is 20 minutes. All voice files in all your folders count against your total mailbox space, including messages in the Deleted folder and call recordings.
Page 186: Sending A Message Directly To A User's Voice Mail
Sending a message directly to a user’s voice mail______________ You can record a message and send it directly to the voice mail of one or more Strata CS users. Choose . The New Message window opens. File > New > Voice Message Click the recipients who you want receive the message in the list.
Page 187: Knowing When You Have New Messages
Knowing when you have new messages _____________________ New voice messages appear in the Inbox folder soon after they are left. Strata CS indicates new voice messages in the following ways: System tray button Number in navigation pane Stutter dial tone Message-waiting light (if supported by your phone) New message sound E-mail, pager, and call notifications...
Page 188: Stutter Dial Tone
Stutter dial tone A dial tone that begins with a stutter indicates that you have unheard voice messages. To enable or disable stutter dial tone Choose . The Options dialog box opens. Tools > Options Click the Phone \ Station Features tab. Select or clear Stutter tone Click...
Page 189 Select one of the following notification options on the drop-down list: You do not receive e-mail notification of new Do not send e-mail notifications. voice messages. You receive an e-mail notification whenever you Send e-mail for all messages. receive a new voice message. You receive an e-mail notification Send e-mail for Urgent messages only.
Page 190 In the field, select the dialing service that you want Strata CS to use to dial Page using your pager. For more information about dialing services, see “Using dialing services” on page 12-8. In the Dial Sequence field, enter the dial string for your pager, including the phone number of the paging service and your pager's PIN, if required.
Page 191: Scheduling Notifications
Click in the field to open the Notify Me via Call dialog box. Number From the drop-down list, select the access code and dialing service to use Call Using when placing notification calls. Click Contacts My Numbers , then select the number to call. Click Note: You can enter or change the phone number to which notification calls are sent using the...
Page 192 Each schedule entry can be enabled or disabled, which gives your notification schedule adaptability and flexibility. For example, if you do not want to be paged during the current holiday, you can disable the schedule entry for “on holidays.” When you return after the holiday you can enable it again.
Page 193 the sales department and another for support. In the Business Hours dialog box under , select the business hours during which you want to schedule notifications, and Name then click Note: If your office has no business hours set that matches your notification needs, you can ask your Strata CS system administrator to create a new set for you or you can define custom hours for your schedule (see the next step).
Page 194: Managing Greetings
On the Holidays tab of the Custom Hours dialog box, click to specify individual calendar dates. When your custom hours are finished, click To receive notifications during the times you have chosen, make sure Enable this is checked in the Schedule Notification dialog box, and then click schedule action .
Page 195: The Greetings Folder
Greetings and personal status Your greeting settings may be overridden if you apply a personal status with different greeting preferences, or if you change your active settings directly. However, neither of these actions changes the settings in the Greetings folder. For more information about personal status and the active settings, see Chapter The Greetings folder...
Page 196: Greeting Hierarchy
The personal status default greeting The personal status default greeting is the greeting that is used whenever you select a personal status whose Greeting property is set to . For more information, see “Personal status Default defaults” on page 9-12. The personal status default greeting is marked by .
Page 197: Playing A Greeting Into A Call
Playing a greeting into a call To play a greeting into a call, select the greeting in the Greetings folder and choose Actions > . You can select either , in which case you can choose Play into call Current call Other call which of your calls hears the greeting.
Page 199 HAPTER HAPTER SING THE OLDER HAPTER ONTENTS The Call Log folder ..........14-2 Taking notes on a Call Log entry.
Page 200: The Call Log Folder
The Call Log folder________________________________________ The Call Log folder contains a record of all incoming and outgoing phone calls associated with your extension. Internal calls (calls between Strata CS users) may or may not be logged, depending on how your Strata CS system administrator set up the system. To open the Call Log folder, click its entry in the navigation bar.
Page 201 Column Description Indicates incoming or outgoing calls, respectively. Called in the Show Columns dialog box. Direction Account Code Account code associated with the call, if any. Answered By Name of the user who answered an incoming call. Useful for analyzing data for ACD workgroups. Note that on unanswered calls, this field shows the name of the user who was dialed.
Page 202 Column Description Notes Any notes associated with the call. Number On incoming calls, Caller ID name and number if available. On outgoing calls, the number the user dialed. On a call to or from another Strata CS user, this field contains <NA>. Organization Organization associated with the call, if any.
Page 203: Viewing Call Details
Column Description Name of the party who received the call. On incoming calls, this is the user’s name. On outgoing calls, “Unknown” appears unless the user identified the person as a contact. “& others” in this column indicates a call with more than two parties, for example, a conference call or a call that was transferred.
Page 204 Call Details columns The Call Details dialog box contains following columns. Column Description Indicates the incoming and outgoing components of the call, respectively. Name Name of the parties in the call. On incoming calls, “Unknown” appears unless the user identified the caller as a contact.
Page 205: Taking Notes On A Call Log Entry
Column Description Device On incoming lines, the trunk or station number at which the call was placed. On outgoing lines, your station number. Dial String Digits that Strata CS actually dialed over the trunk, which can be different than the digits Strata CS displays in a contact’s phone number.
Page 206: Returning A Call In The Call Log Folder
Returning a call in the Call Log folder ________________________ Select the call in the Call Log folder that you want to return. On the menu, choose one of the following: Actions This command lets you choose the number to dial from a submenu. If Place Call.
Page 207: Listening To A Recorded Call From The Call Log
Listening to a recorded call from the Call Log _________________ If a call was recorded, you can play the recording from the Call Log. To play a call recording, you must have permission to view the voice mailbox in which the call recording resides. To see which calls have call recordings attached to them, show the following two Call Log columns: Displays a check for any call with an attached recording that you...
Page 208: Exporting The Call Log
Exporting the Call Log_____________________________________ For instructions on exporting your Call Log to a .CSV files, see “Exporting the Call Log” on page 8-32. 14-10 UIDE FOR OINT...
Page 209: Advanced Strata Cs Features
Advanced Strata CS Features...
Page 211: Chapter 15. Call Forwarding And Routing Lists
HAPTER HAPTER ORWARDING AND OUTING ISTS HAPTER ONTENTS About call forwarding and routing lists ....... 15-2 Forwarding calls .
Page 212: About Call Forwarding And Routing Lists
About call forwarding and routing lists _______________________ Strata CS provides two ways of receiving your calls at a phone other than your own, ensuring that you do not miss important calls when you are away from your desk: Your incoming calls ring at another phone. You can use another Call forwarding.
Page 213: Forwarding Calls
Forwarding calls _________________________________________ Call forwarding causes your calls to ring at another phone, either another extension or an external number. Call forwarding is useful when you are working away from your desk or your office for a period of time. Notes Call forwarding automatically updates the default location in all your...
Page 214 Enter or select the number to dial in one of the following ways: Enter the number to which calls are forwarded in the Name/Number field. You can also type the name of a contact or user. Name/Extension Click and select an extension on the list. You can also select a queue, Extensions auto attendant, IVR Plug-in, or workgroup.
Page 215 step), you should enter at least 30 seconds. If you enter less time, the call might be sent to your voice mail before you finish listening and responding to the prompts. If checked, the person who picks up the phone Prompt recipient for password.
Page 216: Receiving Forwarded Acd Workgroup Calls
Receiving forwarded ACD workgroup calls If you receive calls as part of an ACD workgroup, and you have forwarded those calls to another number, the ACD workgroup user’s settings override your call forwarding settings. For example, you might have unchecked , but you might Prompt recipient to accept or decline call nevertheless get prompted to accept or decline the call when you receive an ACD workgroup...
Page 217: Forwarding Calls Over Centrex Or Pbx Trunks
Forwarding calls over Centrex or PBX trunks If your company has trunk lines that are connected by Centrex lines, an external PBX, an ISDN line with the 2B Channel Transfer feature, or a Strata CS IP Gateway, you can use the Centrex/PBX transfer feature to economize Strata CS’s trunk use.
Page 218 How routing lists move from action to action A routing list tries calling the next phone number in the series if it: Detects a busy signal Encounters the three-tone operator intercept, for example, when a number is not in service Rings for a number of seconds that you specify You can have Strata CS prompt the recipient to accept or decline the call.
Page 219: The Routing Lists Folder
The Routing Lists folder The Routing Lists folder lets you view and manage your routing lists. The Standard routing list The Standard routing list is the default routing list that is built into Strata CS. It consists of one action: trying you at your Where I Am location.
Page 220: Creating A New Routing List
The personal status default routing list The personal status default routing list is the one that is used whenever you select a personal status whose Routing List preference is set to . For more information, see “Personal Default status defaults” on page 9-12.
Page 221 Click to add a routing list action. The Routing List Action dialog box opens. In the field, choose one of the following actions. The other elements in the Action dialog box change depending on your selection. This action sends calls to your phone, which is Call me where I am.
Page 222 greeting as part of each action and before the final action. To record a new greeting from this dialog box, click . See “Managing greetings” on page 13-18. While any greeting is playing, the caller can press 0 to transfer to the Operator or 1 to leave a voice message.
Page 223 To specify a final action, make the following choices: Check to play a greeting before the final action, then choose the Play Greeting. greeting from the drop-down list. For information about the System hold greeting, see the Pause and repeat final action in the following list.
Page 224: Handling Busy Station Calls Differently Than Calls Not Answered
Final action Description Pause and repeat. The caller holds for the number of seconds you define in the Pause field, and then begins the duration routing list again. During the pause, callers can press for the operator or to leave a voice message. The greeting you choose can mention these options.
Page 225: Routing Calls To Workgroups
If while you are on the phone you receive an incoming call on an available line appearance (for example, with call waiting or on a Toshiba digital phone PDN), the call goes to the “Final action if the station is busy” after the ring duration expires for your phone.
Page 226: Using Greetings With Routing List Final Actions
The phones of all workgroup members ring simultaneously, and Simultaneously. the call goes to the first member who accepts it. Any contacts in the workgroup are ignored. In the Ring duration field, specify the length of time each workgroup phone should ring before the call tries the next phone in the workgroup.
Page 227 When to use a specific greeting with a routing list It is highly recommended that you select a specific greeting to play if your routing list’s final action is not ‘Take a Message.” In such a case, you want to be sure that the greeting that callers hear matches the action that is about to happen.
Page 229 HAPTER HAPTER ANAGING ONTACTS AND ORKGROUPS HAPTER ONTENTS About contact management and Strata CS......16-2 The Contacts folder.
Page 230: About Contact Management And Strata Cs
About contact management and Strata CS ____________________ ViewPoint’s Contacts folder provides you with an online phone book of your telephone contacts in which you can enter the names, phone numbers, and other information about people you talk with frequently on the phone. After you enter contacts, you can place calls to them with a few clicks of the mouse.
Page 231: Private And Public Contacts
Private and public contacts In Strata CS, contacts can be private or public, as follows: are your own personal contacts. These contacts appear only in the Private contacts Contacts folder of your ViewPoint on your computer. Other users cannot see your contacts unless you explicitly share your Contacts folder with them.
Page 232: Managing Contacts
Managing contacts________________________________________ You can manage your contacts using Strata CS ViewPoint, or you can use another contact manager application or customer relationship management program with Strata CS if you prefer. You can also import contacts from other contact managers into Strata CS. See “Importing contacts from other contact managers into Strata CS”...
Page 233 Entering a contact’s name and basic information Choose . The Contact dialog box opens to the General tab. File > New > Contact Select which folder to create the contact in, using the Create new contact in folder drop-down list. If you have permission to create public contacts, you can make this contact a public contact by choosing .
Page 234 In the drop-down list, select the language that you want Preferred telephone prompts Strata CS to use when it plays voice mail and other prompts to this contact. The available languages are the languages that were installed on your system. Entering a contact’s phone numbers and addresses On the General tab in the Contact dialog box, double-click the appropriate line in the list.
Page 235: Placing Calls To Your Contacts
Recording a voice title for a contact In the Contacts folder, select the contact for whom you want to record a voice title and choose File > Open In the Contact dialog box, click the Caller Identification tab. Record the voice title by using the audio controls. See “Using the audio controls”...
Page 236: Identifying Contacts By Name
The benefits of having Strata CS recognize contacts include: Their names appear in the Call Monitor while the phone is ringing to let you know who is calling. Their names are displayed on your Caller ID phone, if you have one. Their names appear in the Call Log and Voice Mail folders, so that you can easily see contacts in your phone record and quickly call them back.
Page 237: Associating A Call Or Caller Id Number With A Contact
To guarantee that Strata CS recognizes contacts, regardless of the phone number from which they are calling, use a contact PIN. See “Using contact PINs for guaranteed recognition” on page 16-12 for more information. Adding phone numbers for contact recognition You can add a phone number to a contact’s Incoming Caller ID list by doing one of the following: Add a new phone number for the contact in the General tab and check...
Page 238 You can teach Strata CS to recognize a caller by Caller ID name instead of the phone number. This can be useful, for example, if the contact calls from a company with a PBX that randomly assigns phone numbers to trunks but uses a Caller ID name that remains the same. To associate a call with a contact Click one of the following: An active call in the Call Monitor folder...
Page 239: Understanding Name And Number On Caller Id
If the call is from a home phone case, where both the number and name are unique, either could be used for association. (for example, Toshiba - If the call is from a company with many phone lines 6175641121). In this case the phone number may change with every call, because the office’s PBX system uses a random trunk for all outgoing calls.
Page 240: Using Contact Pins For Guaranteed Recognition
Using contact PINs for guaranteed recognition Contact PINs provide a guaranteed way for callers to be recognized by Strata CS whenever they call. A contact with a PIN can call from any phone number and be identified by Strata CS. Contact PINs are unique numbers that you give out to contacts.
Page 241: Using The Strata Cs Contact Manager Assistant
Strata CS recognizes the incoming Caller ID number, Caller ID, or name. To run the Contact Manager Assistant (CMA) Choose Start > Programs > Toshiba Strata CS > Contact Manager Assistant . The program starts and runs in the background.
Page 242: Using Workgroups
Using workgroups ________________________________________ A workgroup is a group of related extensions or contacts. Extensions in Strata CS include users, IVR Plug-ins, auto attendants, or queues. With a workgroup you can: Send, reply, or forward a voice message to the workgroup. All mailboxes in the workgroup receive the message at once.
Page 243: Personal And Public Workgroups
Personal and public workgroups Generally, the workgroups you will create in Strata CS are personal workgroups. Only you can see the personal workgroups that you create. Other users cannot see workgroups that you create. Public workgroups, which are accessible to all Strata CS users who have permission to see them, can be created only by Administrator users or other users who have been given special permission to do so.
Page 244: Having A Workgroup Appear As An Extensions Tab
Choose . The Workgroup dialog box opens. File > New > Workgroup Enter a for the workgroup and any to describe the workgroup. Name Notes Add one or more members to the workgroup by selecting names on the list of and then clicking .
Page 245 You can also choose to show a tab for any other personal workgroups or any other public workgroup. To specify whether a workgroup has a tab in the Extensions list Select the workgroup in your personal Workgroups folder or the public Workgroups folder (see “Personal and public workgroups”...
Page 247 HAPTER HAPTER SING ULES HAPTER ONTENTS About call rules ..........17-2 The Call Rules folder.
Page 248: About Call Rules
About call rules __________________________________________ Strata CS call rules enable you to handle specific incoming calls differently than other calls. For example, you can create a call rule for your friend Jim so that he is routed to your cell phone and hears a special voice-mail greeting whenever he calls.
Page 249: Examples Of How You Can Use Call Rules
Examples of how you can use call rules Calls from your “Friends” workgroup can follow a routing list that tries you at several locations in the office during business hours. During your lunch hour, you can have a special “At lunch” greeting that plays to callers before sending them to voice mail.
Page 250: Creating A New Call Rule
Creating a new call rule____________________________________ The following procedure explains how to create a call rule. Be sure to go to any sections referenced in the procedure. To create a new call rule Choose . The Call Rule dialog box opens. File >...
Page 251: Combining Caller And Schedule Conditions
Combining caller and schedule conditions When you create a call rule, you can specify only caller conditions, only schedule conditions, or both conditions together, with the following results: The call rule is always active and handles calls that meet its Only caller conditions.
Page 252: Setting Schedule Conditions
Setting schedule conditions To make the call rule active during certain dates or times only, check Calls at certain dates or times is unchecked, the call rule is always active and will handle Calls at certain dates or times incoming calls that meet its caller conditions at all times. To set a schedule condition Check Calls at certain dates or times...
Page 253 Specifying custom hours If you selected as your schedule condition, use the following procedures During custom hours to specify when the call rule activates. To have the call rule activate on a daily or weekly basis Click . The Custom Hours dialog box opens. Custom Hours Check the days for which you want to set custom hours.
Page 254: Selecting How A Call Rule Handles A Call
If you select , enter the for the day. Partial day Active hours Click when you are finished setting the schedule. Selecting how a call rule handles a call Calls are normally handled with your active settings, such as your standard greeting and routing list.
Page 255: Choosing The Priority Of A Call Rule
Choosing the priority of a call rule __________________________ Strata CS handles incoming calls according to the priority of your call rules. The call rules in the Call Rules folder are ordered from the top down. If two call rules apply to the same call, the call rule highest in the list is the one used.
Page 256: Ignoring All Call Rules
Ignoring all call rules ______________________________________ If you create routing lists and call rules, Strata CS handles your incoming calls according to those settings and rules. There can be times, however, when you want Strata CS to ignore those rules. You can set Strata CS to use the Standard routing list and ignore your call rules by choosing .
Page 257: Chapter 18. Customizing Viewpoint
Customizing telephone behavior........18-5 Configuring a Toshiba digital phone ....... . 18-12 Customizing incoming call behavior .
Page 258: About Customizing Viewpoint
About customizing ViewPoint_______________________________ You can customize ViewPoint and your Strata CS account to suit the way you work. Most customization options presented in this chapter are set in the Options dialog box, accessed by choosing . Your Strata CS system administrator may have made some or all Tools >...
Page 259 18-17 “Receiving internal intercom calls Voice-first answering with voice-first answering” on page 4-6 \ Station Features “Configuring a Toshiba digital (Toshiba digital phone” on page 18-12 station) \ Station Features Destination / Call Using / “Changing your external station” on...
Page 260 Field See... \ E-Mail “Setting up e-mail notification” on Notification page 13-12 \ Pager Notification “Setting up pager notification” on page 13-13 \ Call Notification “Setting up call notifications” on page 13-14 ViewPoint “Resetting ViewPoint so that login is Log on automatically required”...
Page 261: Customizing Telephone Behavior
Customizing telephone behavior____________________________ The options described in this section allow you to customize your interaction with Strata CS on the phone. These options include: Specifying your phone type Recording a voice title Changing the language of telephone command prompts Customizing call announcing Customizing call waiting Displaying Caller ID Turning ringback for calls on hold on and off...
Page 262: Changing The Language Of Telephone Command Prompts
Changing the language of telephone command prompts Strata CS can play the telephone command prompts in any language that was installed with Strata CS. Whenever you log on or press , the prompts are played in the language you Flash choose.
Page 263 extension, you may receive these types of calls. Ask your Strata CS system administrator about whether your phone is set up in either of these ways. To turn call announcing off for a type of call, uncheck it for that type. With call announcing turned off, you are connected directly to the caller when you answer your phone.
Page 264: Customizing Or Turning Off Call Waiting
Customizing or turning off call waiting With call waiting turned off, incoming calls that arrive while you are on the phone go directly to the next action in your routing list (by default, the next action is your voice mail). However, if call waiting is turned off, you can easily intercept an incoming call visually in your Call Monitor folder.
Page 265: Turning Ringback For Calls On Hold On And Off
Turning ringback for calls on hold on and off If you hang up with one or more calls on hold or parked, Strata CS can ring your phone to remind you of the calls. You can turn ringback on and off, and you can specify how long Strata CS waits before ringing your phone.
Page 266: Customizing How Long Your Phone Rings
To customize your dial-by-name listing Choose Tools > Options . The Options dialog box opens. On the Personal tab, uncheck to remove yourself from List in dial-by-name directory the directory. If checked, callers can dial you by name. If you choose to be listed in the dial-by-name directory, you can check Play extension to have Strata CS read your extension to callers who find you by using to the caller...
Page 267: Changing Ring Patterns
Changing ring patterns You can change how your phone rings when you receive an incoming call. You can set different ring patterns for internal and external calls. Choose . The Options dialog box opens. Tools > Options Click the Phone \ Ring Patterns tab. Under , select the type of ring that you want for Ring patterns...
Page 268: Enabling And Disabling Voice-First Answering
Configuring a Toshiba digital phone _________________________ If your station is a Toshiba digital phone, do the following to configure it: Choose . The Options dialog box opens.
Page 269 When PDNs ring, picking up the phone always connects you to the call. Use the feature buttons list at the top of the widow to configure the programmable buttons on your Toshiba phone. To configure a button, click the button number in the Button...
Page 270: Call Handling Commands
Click Strata CS features you can map to Toshiba phone buttons Several Strata CS commands are available to be mapped to a Toshiba digital phone’s programmable buttons. You can then press the button to activate the command. For instructions on mapping a Strata CS feature to a phone button, including special instructions for certain features, see the previous section.
Page 271: Customizing Incoming Call Behavior
Feature Description Set Personal Status Sets the personal status of your choice. Click the column to select the personal status Parameter you want. The button toggles between that personal status and “Available.” See Chapter Speed Dial Places a call to the number configured for that button.
Page 272: Customizing Isdn Outbound Caller Id
Customizing ISDN outbound Caller ID________________________ You can determine the type of Caller ID that accompanies your outbound calls on ISDN trunks. Note: On trunk types other than ISDN, your outbound Caller ID is always set by the telephone company. Choose .
Page 273: Customizing Voice Message Behavior
Customizing voice message behavior _______________________ You can customize use of stutter dial tone, the message waiting light, and the order in which you hear your voice messages. For example, you can hear your unheard (new) messages in the order newest to oldest, and then you can hear your heard (old) messages in the order oldest to newest. Turning off stutter dial tone Stutter dial tone is an audible signal that alerts you to new voice messages when you pick up your phone.
Page 274: Customizing Viewpoint For Operators
Customizing ViewPoint for Operators ________________________ If you are an Operator user, you can use the following options to make your tasks easier and faster: When you have several incoming calls at Place incoming call on hold automatically. once, you can have Strata CS put each one on hold automatically until you are ready to answer it, so that none of them go to voice mail.
Page 275: Customizing The Viewpoint Display
Customizing the ViewPoint display__________________________ You can customize your ViewPoint display in any of the following ways. Showing or hiding ViewPoint window elements You can show or hide ViewPoint’s Navigation pane, status bar, toolbars, and other window elements by checking or unchecking their entries on the menu.
Page 276: Defining Double-Click Behavior In The Contacts Folder
Adding shortcuts within a group To add a new shortcut to a shortcut group, right-click in that group away from a shortcut button and choose . In the dialog box that opens, select a folder and click . A shortcut New Shortcut to that folder is added to the shortcut group and you can now open the folder by clicking that shortcut.
Page 277 To show or hide columns in a ViewPoint folder: Choose View > Current View > Show Columns . You can also right-click in the folder and select . The Show Columns dialog box opens. For an explanation Show Columns of the columns, click Help Do any of the following: In the...
Page 278: Changing The Font Of A Viewpoint Folder
Keeping columns in view when you scroll horizontally In any folder you can drag a vertical lock line to a column division, so that all columns to the left of the lock line remain on-screen when you scroll horizontally. For example, in the Contacts folder, you could keep the Name column on-screen when you scroll to the right, so that you can always see the names of your contacts as you view other information about them.
Page 279: Enhancing Viewpoint With Add-Ins
Enhancing ViewPoint with Add-ins __________________________ Add-ins are custom executable (.exe) files or Dynamic Link Library (.dll) files that add extra functionality to Strata CS ViewPoint. Add-ins can enhance ViewPoint with custom toolbar or menu options, or process data behind the scenes, for example, monitoring incoming calls for Caller ID that matches certain criteria.
Page 280: Other Customization Options
To add the Reverse Phone Number Lookup Add-in, follow the instructions in the previous section, and select the file TVReversePhoneLookup.dll, located in the Strata CS Server computer’s \NetSetup directory (by default C:\Program Files\Strata CS Server\NetSetup). Once the Reverse Phone Number Lookup is added, you can perform the lookup by going to the appropriate folder and right-clicking on any item.
Page 281: Appendices
Appendices...
Page 283: Appendix A. Telephone Commands Quick Reference
PPENDIX PPENDIX ELEPHONE OMMANDS UICK EFERENCE This appendix provides a quick reference to the Strata CS telephone commands. For more instructions on using Strata CS over the phone, see Chapter 3 through Chapter Note: Press at any time to return to a higher-level menu. Call announcing commands _______________________________ If you have call announcing turned on, you can use the following commands when you answer an incoming call.
Page 284: Call Handling Commands
Call handling commands __________________________________ As soon as you press to put a call on hold, you will hear a context-sensitive menu of call Flash handling options. The caller does not hear these menu prompts. At any time while listening to the prompts, you can press again to reconnect to the caller.
Page 285: Quick Call Commands
Quick call commands_____________________________________ Pressing * at a dial tone gives you quick access to the commands listed in the following table Some or all of these commands may be unavailable to you if your system administrator has not granted you permission. Quick call commands Hear your phone’s station ID, extension and other information.
Page 286: Quick Call Commands For Call Center Agents
Quick call commands Block outbound Caller ID for the next call. Dial *67 followed by the phone number. (See also *82.) Dial the phone number of your last incoming call. Disable call waiting for the next call. Unblock (restore) outbound Caller ID for the next call. Dial *82 followed by the phone number.
Page 287 Quick call commands Select the personal status Available (Queue Only). This personal status makes you available, and you start receiving calls from all queues to which you are signed In the Available (Queue Only) status, only queue calls ring your phone. Non-queue calls are sent directly to your voice mail.
Page 288: Voice Mail/Account Menu
Voice Mail/Account menu __________________________________ The Voice Mail/Account menu lets you listen to your voice mail, send messages to other users’ voice mail, and change your Strata CS account settings. You need to log on to access this menu. Logging on To log on to the Voice Mail/Account menu, pick up your phone and enter # <your extension>...
Page 289: Voice Mail/Account Menu Commands
Voice Mail/Account menu commands Summary of Commands Voice messages (Inbox folder) Voice messages (Saved folder) 1 Replay 2 Next message 3 Delete message 41 Reply 42 Forward 43 Call back 44 Call back & delete 5 Previous message 6 Save 7 Rewind 8 Undelete all 9 Fast Forward...
Page 290 Personal Status commands The commands shown in the following table are available after choosing from the voice mail/account menu: Personal Status commands log on and choose 6 1 from the voice mail/account menu Available Do Not Disturb In a Meeting Out of the Office On Vacation Available (Queue only)
Page 291: Appendix B. Working As An Agent In A Call Center Queue
PPENDIX PPENDIX ORKING AS AN GENT IN A ENTER UEUE HAPTER ONTENTS Whether this chapter applies to you ........B-2 Starting and ending your shift, and taking breaks .
Page 292: Whether This Chapter Applies To You
Whether this chapter applies to you _________________________ This chapter provides instructions for working as an agent in a Strata CS call center. Whether or not this chapter applies to you depends on the Strata CS call distribution method that your office uses, as follows: Use this chapter if you are an agent in a Strata CS call center queue that was set up using...
Page 293: Ending Your Shift
Ending your shift Note: Use this procedure at the end of your shift only. To take a break during your shift, use the On Break personal status to ensure the integrity of call center statistics. See the next section, “Taking a break.” To stop receiving queue calls, make yourself unavailable by doing either of the following: Using your telephone keypad, press at a dial tone.
Page 294: Working At Different Phones
Working at different phones ________________________________ If you need to work at a phone other than your default station, or if you have no default station and always work at a variety of phones, add the following steps to your routine: When you first sit down at a new phone to receive calls, before marking yourself as Available, log on and forward your calls to your current location.
Page 295: Signing In And Out Of A Queue
Signing in and out of a queue ______________________________ You can be either signed in or signed out of each queue to which you belong. Only when you are signed in do you receive calls from the queue. When you are signed out of a queue, you can see and affect its calls in the Call Monitor, but the queue does not send calls to your phone.
Page 296: Receiving And Handling Queue Calls
Receiving and handling queue calls _________________________ You can receive and handle queue calls by using either the telephone commands or ViewPoint. When the queue sends a call to you, your phone rings and the call appears in ViewPoint’s Call Monitor folder. Queue calls ignore your routing list and only ring your “Where I Am” location (your station or call forwarding number).
Page 297: Using The Call Monitor Tabs
Having your calls recorded The queue may be configured to record some or all of your queue calls. You receive no indication that a call is being recorded. The queue may be configured to place call recordings in your Inbox as new voice messages. Your non-queue calls will not be recorded unless the Strata CS system has been configured to record all calls.
Page 298: Wrap-Up Time
Wrap-up time After you finish a queue call, you are given wrap-up time to complete any work relating to the call. During your wrap-up time you will not receive any queue calls. Your Strata CS system administrator sets how much wrap-up time you have. While you are in wrap-up time, appears in ViewPoint status bar.
Page 299: Determining Whom You Are Calling As
To revert to placing calls as yourself, select yourself from the drop-down list. To place calls as a queue using the telephone Pick up your phone and press at a dial tone. *14<queue’s extension># To switch back to calling as yourself, press at a dial tone.
Page 301: Appendix C. Supervising A Call Center Queue
PPENDIX PPENDIX UPERVISING A ENTER UEUE HAPTER ONTENTS About supervising queues in ViewPoint ....... C-2 Viewing current queue calls .
Page 302: About Supervising Queues In Viewpoint
About supervising queues in ViewPoint ______________________ This appendix describes the process of supervising a Strata CS call center queue. For complete instructions on setting up and managing a Strata CS call center, see the Strata CS Call Center Administrator Guide. You can assign agents any number of queue permissions that give them the ability to supervise a queue.
Page 303: Monitoring Queue Statistics
Monitoring queue statistics ________________________________ Agents who have the permission set to Allow can monitor a queue’s Monitor queue statistics performance by using either the telephone commands or the Queue Monitor folder in ViewPoint. Viewing queue statistics in the Queue Monitor folder The Queue Monitor folder lets you monitor queue activity in real time.
Page 304 The Agents pane displays the information shown in the following table. Some columns may be hidden by default. To show them, choose View > Current View > Show Columns Agents Pane Information Icon showing the agent’s phone as on-hook or off-hook.
Page 305 Agents Pane Information Agent State Agent’s current level of availability to take calls from this queue. Note than an agent can be in different states for different queues at the same time. The possible states are: Ready. The agent is signed in, and in the personal status Available or Available (Queue Only), and the phone is on-hook.
Page 306 Agents Pane Information Time in State The length of time that the agent has been in the current state for this queue. Times are displayed in the following format: days: hours:minutes:seconds. Calls answered Number of incoming calls from this queue that the agent has answered since the beginning of the queue’s current display period.
Page 307 Agents Pane Information Forced Break Number of times the queue has automatically placed the agent in On Break status for letting queue calls ring unanswered, since the display period . beginning of the current Longest wrap-up The length of time that the agent spent in the longest wrap-up after a call.
Page 308 The Queue Statistics pane At the bottom of the Queue Monitor folder, the Queue Statistics pane displays statistics for the queue as a whole. To show or hide the Queue Statistics pane, choose View > Queue Statistics Pane You can display queue statistics for inbound calls only, outbound calls only, or all calls, by clicking the appropriate button above the Queue statistics by day section Note:...
Page 309 Queue Statistics Pane Agents on break Number of agents currently signed in and in the On Break personal status. Agents ready Number of agents waiting to receive queue calls. Ready agents are those who are signed in, have their personal statuses set to Available or Available (Queue Only), and are not currently off hook or in a wrap-up period.
Page 310 Queue Statistics Pane Avg. talk time Length of the average time that callers spent talking with agents. Calls to voice mail Number of calls that went to voice mail without being handled by an agent, as a result of callers pressing the key to leave voice mail. Total talk time Total number of minutes that callers have spent talking with agents.
Page 311 Queue Statistics Pane Longest time* Length of the longest time by one call. Average time* Length of the average time over all calls. Total time* Total number of minutes from all calls. * Talk time = Time spent talking with an agent. Combined Statistics Calls attempted Total number of inbound calls received and...
Page 312: When Statistics Are Reset
When statistics are reset Statistics are reset to zero at the following times: Statistic type When reset Statistics by day At midnight, or when the Server is restarted. Statistics by period On 15, 30, or 60 minute intervals, depending on your configuration for Statistics period interval.
Page 313: About Agents' Personal Status And State
About agents’ personal status and state It is important to distinguish between an agent’s personal status and state. Determines whether the agent receives queue calls. An agent's Personal status. personal status is the same across all queues. Displays the agent's current activity, for example, whether the agent is currently State.
Page 314 The following table shows how agent positions are calculated for each distribution algorithm. The descriptions apply separately to primary agents and to each tier of overflow agents. Algorithm Agent positions Top down Agents’ positions are ordered by their order in the queue and do not change.
Page 315 Algorithm Agent positions Least talk time Agent positions are ordered according to which agent has spent the least time on inbound queue calls during the current display period. The agent who has spent the least time on inbound queue calls since the beginning of the shift is at position 1.
Page 316: Monitoring Queue Statistics Using The Phone
Monitoring queue statistics using the phone Agents who have permission to monitor queue statistics can hear the current statistics for a queue at any time by picking up a Strata CS phone and dialing . The system prompts them to select the queue for which they want to hear statistics. Dialing plays the queue statistics shown in the following table.
Page 317: Viewing When Agents Are Being Monitored
If the agent whose call you are supervising transfers the call to another party, or parks it and it is unparked by another party, you are disconnected. How monitoring and coaching appear in the Call Monitor When you are monitoring or coaching an agent on a call, the call appears in your Call Monitor showing all three parties to the call.
Page 318: Managing Agents' Status
Managing agents’ status ___________________________________ With supervisor permissions, agents can directly control the status of other agents in the queue in the following ways: Signing agents in or out of a queue Changing an agent’s personal status Signing agents in or out of a queue An agent who is signed in to a queue receives calls from that queue when ready.
Page 319: Changing An Agent's Personal Status
Signing agents in or out using the Administrator To use this procedure you must have the general Strata CS permission Access (see Strata CS Administrator Manual). Queues Folder Open the Queues folder and double-click the queue for which you want the agent to be signed in or out.
Page 320: Managing A Queue's Voice Mailbox
For more information about how to use personal statuses, see User Guide for ViewPoint. Managing a queue’s voice mailbox __________________________ Agents who have the permission set to View and Edit can manage voice Access queue mailbox messages that callers leave in the queue’s voice mailbox. They can listen to messages, reply to them, and delete them.
Page 321: Appendix D. Working As An Agent In An Acd Workgroup
PPENDIX PPENDIX ORKING AS AN GENT IN AN ORKGROUP PPENDIX ONTENTS About participating in an ACD workgroup ......D-2 Marking yourself ready and unavailable .
Page 322: About Participating In An Acd Workgroup
About participating in an ACD workgroup_____________________ This appendix describes how agents participate in an ACD workgroup. Important: This section covers instructions for working in an ACD workgroup only. For instructions on working in a call center queue, see Appendix For complete instructions on setting up and managing a Strata CS call center, including an ACD workgroup, see the Strata CS Call Center Administrator Guide.
Page 323: Using The Call Monitor
Using the Call Monitor ____________________________________ To use the Call Monitor to handle ACD workgroup calls, agents log on to ViewPoint using their own names and passwords. They can view incoming ACD workgroup calls by using the ACD workgroup tab in their Call Monitor folders. Call Monitor folder tabs work as follows: Displays non-ACD calls.
Page 324: Placing Acd Workgroup Calls
Placing ACD workgroup calls_______________________________ If you are an ACD workgroup agent and you place a call at your desk using the telephone or ViewPoint, by default Strata CS marks the call as a call made by you. However, you may need to place outgoing calls as part of your work as an ACD workgroup agent.
Page 325 See your system administrator for details. To run the Strata CS Archived Recording Browser, choose Start > Programs > Toshiba Strata . If prompted to do so, navigate to the location CS > Strata CS Archived Recording Browser...
Page 326 Choose to view details about Show Call Log Details. Tools > Show Call Log Details the recording and its associated Call Log entry. UIDE FOR OINT...
Page 327 PPENDIX PPENDIX OGGING N WITH OMMAND WITCHES You can add various switches to the command line that ViewPoint shortcut uses to start ViewPoint. To change the command line, right-click ViewPoint shortcut icon, choose , and then click the Shortcut tab. The field shows the command line.
Page 328: Using The /Station Command
/stationusage:forward corresponds to Use <this phone > to place and answer plus calls Forward my calls to this <phone> Using the /station command The /station command associates ViewPoint with a specific phone, either a station ID or a remote number. You can use this switch to set up various ViewPoint shortcuts for different remote locations, so you don’t have to wait for ViewPoint to launch, then choose File >...
Page 329: Appendix G Reporting Problems
PPENDIX PPENDIX EPORTING ROBLEMS Using the Problem Report Wizard___________________________ If you experience a problem with one of the Strata CS workstation applications—ViewPoint, the Administrator, the Call Center Reporter, the Contact Manager Assistant, or the TAPI Service Provider—report the problem to your Strata CS system administrator by using the Problem Report Wizard.
Page 330: Reporting A Problem That Involves A Specific Call
If your problem does not involve a specific call, run the Problem Report Wizard as follows: Do one of the following: From ViewPoint, choose Help > Report a Problem Run the file C:\Program Files\Common Files\Toshiba\Strata CS\TVPRWizard.exe. Answer the questions presented in each Wizard window. Optionally, check...
Page 331: Index
NDEX Symbols # (for options after leaving a voice message) Aastra phones configuring in ViewPoint #, to skip delay dialing extensions 18-5 required for page/intercom "& others" in Call Log 14-5 with voice-first answering * (to skip over a voice mail greeting) about this book * commands (table for call center queue agents) conventions...
Page 332 handling queue calls blind transfers marking as ready and unavailable for ACD defined workgroups using the phone monitoring, coaching, and joining calls C-16 using ViewPoint 11-11 personal statuses for bookmarks for voice mail 8-26 placing on and off call C-18 bottom line of ViewPoint screen.
Page 333 playing call recordings from call recordings, managing 14-9 13-8 reporting on call rules 14-9 result codes for exported 8-33 overview 17-2 returning calls from 14-8 call handling options 17-8 viewing additional call details 14-5 caller conditions for 17-5 Call Monitor folder combining caller and schedule conditions 17-5 overview...
Page 334 answering from Extensions list 10-5 another ringing phone from other contact manager applications opening Call Monitor automatically over Internet using the phone 11-5 using ViewPoint over Internet using ViewPoint 11-7 12-9 with call announcing quickly from ViewPoint folders 12-6 with call waiting through system from a remote phone with hands-free answering to contacts...
Page 335 unparking using ViewPoint placing calls to 11-15 12-3 private and public Calls pane 16-3 8-14 recording voice titles for 16-7 Camp on station, routing list final action 15-14 telephone prompt language for 16-6 camp-on calls, placing 12-7 Contacts folder Centrex extensions adding as a pane in Call Monitor 8-15 forwarding calls to...
Page 336 disconnecting calls without hanging up Favorite Folders list 6-11 11-16 distribution algorithms for routing calls to faxes, disabling call waiting for workgroups 15-15 feature comparison table Do Not Disturb final actions in routing lists 15-13 personal status Flash using the phone 5-10 during a call (table of commands) documentation...
Page 337 when logging on handling calls, table of commands forwarding voice mail handling calls. See calls using the phone hands-free answering using ViewPoint 13-4 enabling and disabling using the phone freezing columns enabling and disabling using ViewPoint 18-22 18-11 using FrontOffice 2000 hiding FWD button on status bar 8-11...
Page 338 placing using ViewPoint monitoring 12-9 agents’ calls IP calls. See Internet calls C-16 users’ calls 12-14 ISDN outbound caller ID 18-16 moving items between folders in ViewPoint 8-22 multiple line appearances, with call waiting music-on-hold, customized 18-12 joining muting agents’ calls C-16 a call 11-16...
Page 339 Outlook selecting using the phone ownership of calls in the Call Monitor 5-10 11-6 using the status bar button using ViewPoint setting as default 9-13 page string, special characters for 13-14 table of telephone commands to select pager notification of voice mail 13-12 viewing in Extensions list 10-2...
Page 340 with hands-free answering play button 8-26 Queue Monitor folder "Please say your name" prompt Queue Statistics pane about queues turning off 18-7 personal statuses for agents popping up caller information signing in and out Prevent Switching Folders command 8-15 statistics by phone C-16 priority supervising overview...
Page 341 Reverse Phone Number Lookup Add-in shared voice mail, deleting 18-23 8-25 ringback sharing folders 11-10 18-9 8-23 ringer sharing stations changing pattern of 18-11 shortcuts to dial calls 12-11 customizing duration of ringing 18-10 showing turning off with personal statuses columns 18-20 ringing phone, answering another...
Page 342 8-12 12-2 logging on using hiding and showing buttons 18-22 reporting problems with Toshiba digital phones starting using with command line switches configuring 18-12 using drag-and-drop in 8-19 using 4-12 using on Macintosh and UNIX...
Page 343 recording and playing sending all calls to 8-26 5-10 sending using the phone voice mail sending using ViewPoint accessing archived 13-10 setting maximum length of adding notes to 13-9 13-8 space for associating with a contact 13-9 13-7 synchronizing with Microsoft Exchange Server bookmarks 13-7 8-26...
Page 344 placing calls to 12-4 routing calls to 15-15 setting to appear as Extensions list tab 16-16 Workgroups folder 16-15 working remotely I-14 UIDE FOR OINT...
Page 346 9740 Irvine Blvd., Irvine, CA 92618-1697 (949) 583-3700 www.telecom.toshiba.com © 2004 Toshiba America Information Systems, Inc. Printed in U.S.A. Digital Solutions Division. Strata is a registered trademark of Toshiba Corporation. Specifications subject to change without notice. Some features require optional hardware to support full capabilities.

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Strata cs

Toshiba STRATA CS Communication Server Release 6 User Manual

Ontents

Introduction

Getting Started

Chapter 1. The Grand Tour

Chapter 2 . Recording Your Voice Title and Voice-Mail Greeting

Using the Telephone

Chapter 3. Placing Calls on the Phone

Chapter 4. Answering and Handling Calls on the Phone

Chapter 5. Managing Voice Mail and Your Account with the Phone

Chapter 6. Using Strata CS with a Remote Phone

Chapter 7. Sharing Stations

Using Viewpoint

Chapter 8 . Using Strata CS Viewpoint

Chapter 9. Using Personal Statuses

Chapter 10. Using the Extensions List

Chapter 11 . Receiving and Handling Calls in Viewpoint

Chapter 12 . Placing Calls in Viewpoint

Chapter 13. Managing Voice Messages in Viewpoint

Chapter 14 . Using the Call Log Folder

Advanced Strata CS Features

Chapter 15. Call Forwarding and Routing Lists

Quick Links

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Summary of Contents for Toshiba STRATA CS Communication Server Release 6