Toshiba Strata CIX200 User Manual
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Toshiba Strata CIX200 User Manual

Net phone, telecommunication systems division
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Telecommunication Systems Division
®
Net Phone
User Guide
April 2008

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  • Page 1 Telecommunication Systems Division ® Net Phone User Guide April 2008...
  • Page 2 To view the latest version of this or other documents please refer to the Toshiba FYI web site. Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document.
  • Page 3 Under the copyright laws, this document cannot be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein.
  • Page 4 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS 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 5: Limited Warranty

    TAIS and which are not compatible or are of inferior quality, design, or performance. 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 6 Toshiba Strata CIX. Toshiba does not endorse, warrant nor assume any liability in connection with such third party products or services.

  • Page 7: Table Of Contents

    Contents Introduction Organization...v Conventions ...vi Related Documents/Media... vii Chapter 1 — The Grand Tour The Main Screen ...2 The Streamlined View ...2 Expanded View...5 Screen Docked Views...7 Net Phone Main Menu...7 The Side Window Screen...9 Call Handler Mode ...9 Buttons Mode...10 Companion Application Windows...11 Skins...12 To Change Skin Selection ...12...
  • Page 8 Contents Chapter 3 – User-Defined Actions Options Buttons ...30 Option Button Key Types...31 User Programmable Keys ...39 To Initialize Key ...39 To Swap Keys...39 To Copy This Key ...39 To Change Key ...40 Chapter 3 — User-Defined Actions Creating Actions ...47 Attach Acct Code...48 Export Call Info ...49 Log Info to File...49...
  • Page 9 Chapter 4 — Using Net Phone Features Call Handling Features ...73 Making Outgoing Calls...73 Answering Calls...75 Transferring Calls ...76 Viewing Extra Call Information ...77 Holding Calls ...78 Phone Feature Operation...79 Status Messages ...79 Call Fowarding ...80 Call Center Features...81 Logging In or Out ...81 Changing Agent Status ...82 Chapter 5 —...
  • Page 10 Contents Chapter 7 – Personal Call Handler Chapter 7 — Personal Call Handler Creating Personal Call Handling Rules ...96 Like Matches...104 Unlike Matches ...105 Export Rules...106 Importing Rules ...107 Chapter 8 — Using Companion Applications Directories...109 Sorting Entries ...109 Finding Entries...110 Extension Directory ...110 Speed Dial Directory ...112 Call History...113...

  • Page 11: Introduction

    Introduction This user guide describes how to use the Toshiba Net Phone software with Strata CIX670, CIX200, CIX100, CIX100-S, and CIX40 telephone systems: Organization • Chapter 1 – The Grand Tour provides an overview of the Net Phone buttons and screens.

  • Page 12: Conventions

    (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext. Description The naming convention for DKT assignments within Toshiba is Directory Numbers. For clarity and ease of understanding, the terms Extension Number and Phantom Extension Number will be used in this document in lieu of PDN and PhDN.

  • Page 13: Related Documents/Media

    Related Documents/Media Note Some documents listed here may appear in different versions on the CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page. Refer to the following for more information: •...
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  • Page 15: Chapter 1 - The Grand Tour

    The Grand Tour The Net Phone works with Net Server to provide a small but powerful "PC-Phone" for use by telephone users to provide productivity enhancements. The Net Phone is designed to run on a PC with Microsoft NT 4.0, Windows 2000, Windows XP or 32-bit Windows Vista operating systems connected to a standard TCP/IP network with the Net Server.

  • Page 16: The Main Screen

    The Grand Tour The Main Screen The Main Screen This section gives an overview of the main user interface of the Net Phone, including the buttons, displays, and indicators, which allow you to easily and efficiently operate your phone. Net Phone provides two views, Streamlined and Expanded, allowing you to operate using only the space on your screen that you want.
  • Page 17 Button / Icon Main Menu Information LCD Display Expand Button Minimize Button Message Waiting Indicator Side Window Rollout Button Options Buttons (Applications) Call Handling Keys Call Handling Keys Do-Not-Disturb Key and Indicator Call Forward Key and Indicator Strata CIX Net Phone UG 04/08 Description Click this button to access Net Phone configuration menus and...
  • Page 18 The Grand Tour The Main Screen Button / Icon Dial Pad Button Dial Button Dial Buffer and Redial Selection A number of shortcut keys allow you to use the keyboard in place of the mouse to control Net Phone. The list of Shortcut keys can be found using the menu selection Setup>Shortcut Keys.

  • Page 19: Expanded View

    Expanded View In “Expanded” view the Net Phone is enlarged beyond the streamlined view to provide the user with additional buttons, indictors, information to manage multiple simultaneous calls and to access many other features. The follow describes the additional items in the “Expanded” view. •...
  • Page 20 The Grand Tour The Main Screen • Streamline Button – Used to change Net Phone back to its "Streamlined" view. • Calls Window – This window displays that status and associated information for each active phone call on the phone. Thus you can easily view and manage multiple phone calls.

  • Page 21: Screen Docked Views

    Screen Docked Views Net Phone provides a screen-docking feature (in Ver. 4.7 and after) where the Net Phone can dock to the top or bottom of your PC screen. When screen docked the Net Phone takes on a very low profile using only a small portion of the screen, and stays accessible even when other applications are maximized.
  • Page 22 The Grand Tour The Main Screen The File menu item expands into an ability to Change the Login settings, an ability to reset the phone to its default settings, or exit the Net Phone application. The Setup menu item expands into six sub-menu items for setting parameters for your Net Phone.

  • Page 23: The Side Window Screen

    The Side Window Screen Click the “Side Window Rollout” button on the main screen to cause the side window to appear just to the right side of the main window or below when the main window is docked. The side window provides access to the Personal Call Handler window and additional programmable buttons can also be reached.

  • Page 24: Buttons Mode

    The Grand Tour The Side Window Screen Buttons Mode Below is a sample view of the side window screen in Buttons mode, which provides 12 user-programmable buttons for the user. • Dock button – Use to dock the window back to the main screen (if detached) or hide inside the main screen (if attached.) •...

  • Page 25: Companion Application Windows

    Companion Application Windows Companion Application Windows open as the result of clicking one of the Option Keys on Net Phone. These windows open docked (connected) to the bottom side of the main window or can be undocked (moved away) from the main window. While a companion window is docked with the main window, whenever the main window is moved the companion window will move with it.

  • Page 26: Skins

    The Grand Tour Skins Skins Skins provide the method for changing the color scheme and button appearance. Skins can affect the following elements of Net Phone: • Screen colors, texture, rounding, and appearance. • LCD colors • Calls window size. •...

  • Page 27: Chapter 2 - Net Phone Settings Preferences

    Net Phone Settings This section defines settings that are available to the user for customizing Net Phone to meet their needs. A number of additional settings are available for the System Administrator for setting more advanced features such as controlling access to some features, creating a server-based rules and configurations.

  • Page 28: General Tab

    Net Phone Settings Preferences General Tab These settings control how Net Phone interacts with other Windows-based programs and how it should react when calls ring or are being dialed. Extra Call Information can be enabled and content to be displayed defined as well as details for Microsoft Outlook Integration when used.
  • Page 29 • Mobile User – some users travel with a laptop PC from desktop to desktop each time using the Net Phone with a different PBX extension. This Mobile User option will pop up a “Login” screen each time Net Phone is started so that they can log into the appropriate PBX phone extension.
  • Page 30 Net Phone Settings Preferences Extra Info Screen Each call may have additional information attached to the call that may be useful. With the Extra Info Feature enabled, this symbol appears with each call. When the symbol is gray, no information is present, when cyan, information is attached and when red, high priority information is available.
  • Page 31 To Add or Change a Static Info Field: • Field Name – Select from the pre-defined list of fields or create you own field name. This name must match exactly the information field where the information is held. • Description – Enter any description you desire to mark this field. •...
  • Page 32 Net Phone Settings Preferences MS Outlook Integration Net Phone is specifically designed to work in harmony with Microsoft's Outlook contact management program. • Initial Setup – Click the Configuration button to reach the Outlook Preferences screen with the following options: •...
  • Page 33 • Automatically Open a CONTACT for each Call – When enabled, whenever you dial a phone number that matches an Outlook Contact, that contact will be popped only – sometimes referred to as "Reverse Screen-Pop". • Add New Contact if No Match Found – When enabled, if no contact matches this phone number, a “New”...

  • Page 34: Dialing Tab

    Net Phone Settings Preferences Dialing Tab The biggest choice to make in this tab is to determine whether to follow a Server- based dial plan, use a dial plan defined for your station, or dial all the codes yourself. The last option is not practical when using a database or using “hot key” dialing since other applications never know what is a valid number to dial including entering a trunk access code when needed.
  • Page 35 Dialing Outside Numbers • Dial same as User Dialed – With this option selected, outside phone numbers will be dialed exactly how the user dialed them (unchanged by Net Phone). • Use Local Dial Plan – When this option is selected, the user dials an outside phone number, the number will be analyzed according the dial plan and the number will be automatically modified (add "1+"...
  • Page 36 Net Phone Settings Preferences Defining a Local Dialing Plan Each area of the US uses a different set of rules for determining which calls are local calls or long distance. For your area, a good source for determining how to define your dialing plan, use the opening pages of your phone book.
  • Page 37 Calling Within My Home Area Code • Home Area Code – Set this to the Area code where the phone is located. This will be used by Net Phone to determine which dialed calls are within your home area code and when searching a contact manager (reverse screen-pop) the dialed number will need the area code included, i.e.
  • Page 38 Net Phone Settings Preferences Calling Outside My Home Area Code • Any calls outside your Home Area Code LOCAL calls? – Select either None or Only Calls to These Area+Office Codes. • Local Area+Office Codes – This entry is only presented when you chose Only Call to These Area+Office Codes in the previous step.

  • Page 39: Docking Tab

    Docking Tab The docking tab defines the contents of Net Phone when docked to the top or bottom of the screen. This includes whether docking is enabled or disabled, uses the slim or regular profile and a listing of contents by display priority (space limits what can be displayed).

  • Page 40: Advanced Tab

    Net Phone Settings Preferences Advanced Tab This screen allows the changing of the basic connection for Net Phone and provides for the ability to send log files to Technical Support for debugging problems encountered in the field. The TAPI Service Provider should not be changed unless your System Administrator has instructed you to update the settings for finding Net Server for your application.
  • Page 41 • Login name – Enter your Login name. If a new installation, a client will automatically be created in Net Server for this name. Many times the administrator will have defined your client Login name, see your administrator for the name to use. •...
  • Page 42 Net Phone Settings Preferences Diagnostic Logging/Uplink This section allows enabling of the Debug utility and have it show on the Main Menu under Settings as well as provide an easy utility for sending all the important information about Net Phone to assist Technical Support to help diagnose any problems when necessary.

  • Page 43: Setting Up Hot Key Dialing & Popup

    Setting Up Hot Key Dialing & Popup Net Phone provides two global “Hot Keys” that you can press within any application to send a request to Net Phone. The first key is the Dial Hot Key will provide a method for dialing a number from any application. For example, you may have a phone number in a Microsoft Word document that you can highlight in the Word document and press the hot key combination assigned.

  • Page 44: Options Buttons

    Net Phone Settings Options Buttons Options Buttons Net Phone provides a powerful architecture that allows companion applications to add features and functions. These companion applications inherit the look-and-feel of Net Phone and act as if they are “part of the Net Phone” and are provided as Options Buttons.

  • Page 45: Option Button Key Types

    Option Button Key Types Directory Button Extension Directory • Chat Menu – Enables right-click access to Chat another user from the Directory window. • Edit Menu – Enables right-click access to the Edit menu for Directory listings. • Show ACD Exts – Hunt Group/ACD Group extensions will appear in the Directory listing.
  • Page 46 Net Phone Settings Options Buttons Feature Directory Button Feature Directory • Show Standard Features – Display standard PBX feature codes in the Directory listing. • Show Operator Features – Display Operator feature codes in the Directory listing. • Show Debug Features – Display Debug features in the Directory listing. •...
  • Page 47 Speed Dial Button Personal Directory • Edit Menu – Allow right-click access to edit records in the Personal Directory. • Outlook Menu – Allow right-click access to Outlook features in the Personal Directory. • Filename – File to store the personal Speed Dial records. •...
  • Page 48 Net Phone Settings Options Buttons Call History Button Call History • View Info Menu – Enables the View Info menu in the Call History Window. Right-click a Call Record to access the View Info Menu. • Show Notes Column – Allows Call History to show the Notes field for each Call Record.
  • Page 49 Bank of Buttons • Bank # – Specifies the group number of the button bank. You must specify a unique number for each bank of buttons. If you assign the same bank to more than one button, each of those buttons will show the same bank of keys. •...
  • Page 50 Net Phone Settings Options Buttons • Auto Startup – Allow the Browser to start automatically with Net Phone. Useful for screen pop or data access applications. • Auto Start Hidden – When used with Auto Startup, it opens a web page, but the Browser window remains hidden.
  • Page 51 Power Dial Button Allow you to automatically call a list of phone numbers or dial phone numbers at specified dates and times. See the Power Dialer Administrator Manual for details. Personal Power Dialer • Auto Startup – When enabled, Power Dialer will startup when Net Phone starts. The Power Dialer dialog box will also open.
  • Page 52 Net Phone Settings Options Buttons Replay Button Replay is a client application for OAISYS Tracer. Replay must be installed on this PC to access call history and recorded files from Tracer. See the OAISYS Replay Administrator’s Manual for details. System Call History (Replay) •...

  • Page 53: User Programmable Keys

    User Programmable Keys The Net Phone has many different User Programmable keys on the main screen, on the Side Window, or on the Extra Button windows. These keys and can be easily configured by the user as "Feature" keys, "Speed Dial" keys, "User Action" keys, “DSS”...

  • Page 54: To Change Key

    Net Phone Settings User Programmable Keys To Change Key This opens the Setup Key configuration settings shown below. Several items in the upper portion of this window define the appearance and label of the button. Selecting an Action from the pull down listing will present additional parameters needed to define the choice.
  • Page 55 Net Phone Settings User Programmable Keys Speed Dial Keys Creates a speed dial key for one-button dialing. Net Phone automatically inserts the Trunk Access Code when a Dial Plan has been specified, making it unnecessary to enter this code in the speed dial number. Speed Dial numbers can be any number 0~9 and * and # digits.
  • Page 56 Net Phone Settings User Programmable Keys System/PBX Command Keys The System/PBX command keys are maintained for backward compatibility. It is highly recommended that the user create User Defined Actions for System/PBX Commands. The User Defined Actions have expanded the options available for a number of these commands and thus offer better choices.
  • Page 57 User Defined Action Keys Customized features can be placed on keys by using User Defined Actions. Actions that have been defined will be available in the pull down list. To create a new action, go to the User Defined Actions section to create the action before defining the key. If the programmable key in on the Main Screen or the Right side window, an Edit button appears that is a short cut to the User-Defined Actions.
  • Page 58 Net Phone Settings User Programmable Keys DSS Extension Keys Direct Station Selection provides one-button dialing to a specific station. DSS Keys also provide a visual status indicator of the station: Ringing, Busy, Idle, or Do-Not- Disturb. An easy method for creating DSS keys is to open the Directory and drag and drop names in the Directory onto keys.
  • Page 59 Run Program Keys This sets the key to run a specific application or load a specific document. For example you could create a “Calculator” key to run the windows calculator by setting the “Program filename” to CALC.EXE. Alternatively you could create a key to show your “projects”...
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  • Page 61 User-Defined Actions You can define powerful actions that can be used with both the Personal Call Handler and under the Programmable Keys. These actions can be as simple as playing a .WAV file to as powerful as sending a specific DDE message to another programs to "Screen Pop"...

  • Page 62: Chapter 3 - User-Defined Actions Creating Actions

    User-Defined Actions Creating Actions takes you to a screen for creating or editing an action. The types of actions that can be created are defined below. When actions are copied, created, or edited, those changes are stored in the compiled actions file (NET_PHN.acs). If this file is lost for some reason and Net Phone is restarted, all actions will revert to the individual actions stored in the User’s Local Settings Net Phone folder.

  • Page 63: Export Call Info

    Export Call Info This action is used to export call information to another program (like the CTI Call Handler) in order to keep its Call Info Database current. When this action is triggered it will Popup an "Export Call Info" screen allowing the user to fill in any missing call information (typically the 'Main Listed Phone #') before they press SAVE to export the information to the centralized database.

  • Page 64: Lookup In Outlook

    User-Defined Actions Creating Actions • Log String – Create the string defining the content to be written into the file. The above example created the following entries into the file “CallsLog.txt”. Note: The number of characters sent for the name variable was limited to the first 10 characters (%+10N), which truncated the names in the file to the first 10 characters.

  • Page 65: Modify Call Information

    Modify Call Information This action changes the Caller ID name, Caller ID name, or Account code of the active call on this phone and when the PBX supports the changes, the same information held in the PBX. Using the Extra Info (shown on provides for entering or changing any other information associated with the call.
  • Page 66 User-Defined Actions Creating Actions Extra Info • Field Name – Enter the name of the field to be changed. This name must match exactly the field name including uppercase and lowercase syntax. For example, a user may want to create User Programmable Keys identifying the “Preferred Agent”...

  • Page 67: Play Wav File

    Play WAV File This action will play a specified WAV file on the PC sound card. • Path & Filename – Enter the complete path name for the WAV file to be played or browse to find the path of the file. Pop External Web Browser This action sends a URL to the PC’s default web browser (run the web browser if it isn't already running).

  • Page 68: Pop Internal Web Browser

    User-Defined Actions Creating Actions Pop Internal Web Browser This action can be used to send a URL to the ‘built-in’ web browser of the Net Phone (when installed) or can be used to create access to other companion application programs. An example of using your Personal Call Handler to automatically open the Integrated Web Window, whenever an outside call rings in, to provide a script to for answering that call.
  • Page 69 Button Name: Speed Dial Directory Note: The default settings when Param 2 is blank has Edit and Outlook menu options enabled and Chat disabled. Feature Dir Note: A feature directory can be created using Directory when a Feature Dir Option Key does not exist.

  • Page 70: Popup Call Info Screen

    User-Defined Actions Creating Actions Button Name: Chat Power Dialer Replay Note Specifying a new file name in Param 1 and requires manually creating that file of the same name in the “Documents and Settings\<User Name>\Local Settings\Application Data\CTS\Net Phone” folder may be used. This method allows multiple personal directories to be created, each showing only the names listed in that directory.

  • Page 71: Popup Phone Screen

    • Popup Info Screen Type – Choose either Standard Info or Extra Info. When Extra Info is selected, choose when the popup will occur: Always, Any Info Attached, or Any Priority Info. Popup Phone Screen This action causes a popup (Restore) of the Net Phone screen from an icon. •...

  • Page 72: Run Another Program

    User-Defined Actions Creating Actions Run another Program This action triggers the running of another program on the PC. • Program EXE – Enter the name and path of the program to be run. In the example above, the program is Outlook.exe. Use the Browse button to find the file as needed.

  • Page 73: Send Dde Msg

    Send DDE Msg This action sends a DDE Execute message to another program on the PC. Frequently this is used to "Screen Pop" a contact management program, such as Goldmine. • App Name Topic – The application will specify both the application name and topic name used for making the communication link.

  • Page 74: Send Keystrokes To A Program

    User-Defined Actions Creating Actions Send Keystrokes to a Program This action provides a way to send keystrokes to another Windows program just as if the user typed them into that program. This can be used, for example, to pop up another program whenever a call rings in.
  • Page 75 2. Key Strokes: To restore Notepad (Alt Sp R): Key Strokes:= %%{ }R and to move to the end of the file (Control+End): append to Key Strokes: ^{END} 3. In Program EXE: Enter program name and file name to open “Notepad.exe / calls.txt”.
  • Page 76 User-Defined Actions Creating Actions Left Arrow Num Lock Page Down Page Up Right Arrow Scroll Lock Spacebar Shift Combination Keys To specify keys combined with any combination of Shift, Ctrl, and Alt keys, precede the regular key code with Shift, Ctrl, or Alt code. To specify that Shift, Ctrl, and/or Alt should be held down while several other keys are pressed, enclose the code in parentheses.

  • Page 77: Set Phone Do Not Disturb

    Set Phone Do Not Disturb This action sets the phone’s Do Not Disturb feature in the PBX (requires the PBX to support this feature via OAI link) and sets a reason for this status. This reason message displays on the phone’s display as well as appearing on Net Phone and the DSS keys of other users of Net Phone.

  • Page 78: Set Phone Status Message

    User-Defined Actions Creating Actions Set Phone Status Message This action works much the same as Set Phone Do Not Disturb except it does not change the phone’s DND status and the message only appears within Net Phone and the DSS keys on other users of Net Phone. •...

  • Page 79: System/Pbx Command

    System/PBX Command This action can be used to send appropriate OAI commands to the PBX to perform functions. For example, you could have an action that sets your DND message to "UNAVAILABLE" using the following: N 16. You could then set this action to run each time you shutdown your phone.

  • Page 80: Transfer Call

    User-Defined Actions Creating Actions ACD Option ACD HELP ACD PU SET WORKUNITS Transfer Call This action causes the active call to be transferred to another phone, directly to a specific Voice mailbox, or to an outside phone number (i.e. 9,4969040). •...

  • Page 81: Action Variables

    Action Variables Net Phone uses variables to provide information to actions. Net Phone replaces the variable token code with the appropriate value when the action executes. For example, %P becomes ‘4804969040’ when you receive a call from CTS. Call Variables Refer to the table below for call variables and their values.
  • Page 82 User-Defined Actions Action Variables Variable %OR(“field”) or %OC(“field”) %X(“name”) Insert +x following the ‘%’ character to restrict the variable value to the first ‘x’ Note or leftmost characters. Insert –x to restrict the variable value to the last ‘x’ or rightmost characters.

  • Page 83: System Variables

    System Variables Net Phone also uses System Variables for Action parameter strings, such as Date and Time. They can also provide some control over text logging actions with Carriage Return, Line Feed, Tab, and Random Numbers (for file names.) Note: Many System Variables duplicate the Action Variables to provide increased compatibility with legacy applications and 3rd Party Application Notes.

  • Page 84: Exporting Actions

    User-Defined Actions Action Variables Note &T and &U variables accept a relative addition of time in the format &U+’30’ results in the current time plus 30 minutes. The number of minutes must be within single quotation marks. Example: A Set Phone Status Message action can be specified selecting the OUT TO LUNCH message and a second line of UNTIL &U+’30’.

  • Page 85: Importing Actions

    Importing Actions When the Net Phone program starts up, it automatically imports actions from the compiled NET_PHN.ACS action file plus all action files (*.ACx) it finds in its startup folder. The last character used in the extension of the file name defines how the action file is treated on importing: •...

  • Page 86: Testing Actions

    User-Defined Actions Action Variables Testing Actions While in the Add/Edit Action screen, a Show Test/Done Testing button is offered. Pressing this button when it is titled Show Test, will expand the window to a set of “Test Values" that can be set representing the variables used within the action. This sets the values of any real time variables for testing your action.

  • Page 87: Call Handling Features

    Using Net Phone Features This chapter defines how to use PBX features from Net Phone. Features included are Call Handling, PBX, Call Center, and Outlook features. Personal Call Handler rules can be created to respond and take actions on calls automatically, or Programmable Buttons can be used for even easier access to many features.
  • Page 88 Using Net Phone Features Call Handling Features Using Net Phone Dialpad 1. Click the dialpad button 2. Enter the number to be dialed including a trunk access code; the call will proceed automatically once a valid number is entered. Hot Key Dialing 1.

  • Page 89: Answering Calls

    Answering Calls Typically the longest ringing calls are answered first, but calls can be answered in any order with a click of the button. To Answer Oldest Call While a call is ringing, click the Answer button or double-click on the top call in the Calls View Window. or press the Answer Hot Key (F9).

  • Page 90: Transferring Calls

    Using Net Phone Features Call Handling Features Transferring Calls Using Transfer Button 1. While talking with a caller, click the transfer button or right-click on the call in the Call View Window and select Transfer. 2. Using the keyboard enter the number to transfer the caller to, press Enter when done.

  • Page 91: Viewing Extra Call Information

    Viewing Extra Call Information Net Phone has the ability to attach, retain, and display extra information taken on a call. This could include information input by an IVR, added/attached information by the Call Router, attached from a database, or added by any user who handled the call. This information is retained with the call as it is transferred about in the phone system.

  • Page 92: Holding Calls

    Using Net Phone Features Call Handling Features To Add or Change Information 1. With the “Call Info” window open, place the cursor into the box to be changed and use the keyboard to add or erase information. Note The ability to add or change information is controlled by Preferences>Extra Info settings.

  • Page 93: Phone Feature Operation

    Phone Feature Operation Status messages and Call Forwarding is available on Net Phone. Status Messages User can set the Status message so that others can know the user’s status. Setting DND Message Only 1. Right-click the window. 2. Change the selection to Status Msg Only On 3.

  • Page 94: Call Fowarding

    Using Net Phone Features Phone Feature Operation Call Fowarding To Set Call Forwarding 1. Right-click the 2. Choose a Forwarding type from the pull-down listing. 3. Enter a Destination for the forwarded calls. 4. Click Save to compete the setting. To Clear Call Forwarding 1.

  • Page 95: Call Center Features

    Call Center Features The ACD actions can be used to Log In / Log Out to/from ACD groups. Going temporarily unavailable and an ability to end wrap times can be part of the features available. Additional Call Center features are possible using User Programmable buttons.

  • Page 96: Changing Agent Status

    Using Net Phone Features Call Center Features To Log Out 1. Highlight the group name(s) in the left-hand box and click the >>Log Out button. 2. Click Done when finished. Changing Agent Status 1. Click the ACD Status button. The following ACD Agent Status window will appear: To Make Agent Unavailable 1.

  • Page 97: Chapter 5 - Connecting Headsets

    Connecting Headsets Plantronics Wireless Headset CS50-USB and CS60-USB DECT This is a User Guide for Plantronics USB Wireless headsets used with Net Phone 5.0 Softphone.Key features when used with Net Phone 5.0 include: • Net Phone interfaces directly with the CS50- USB or CS60-USB DECT headsets without any middleware software.

  • Page 98: Installation

    Connecting Headsets Plantronics Wireless Headset • The headset power is automatically turned off by Net Phone whenever a call is not active and automatically restored upon receiving a call to save talk time battery. • The speech volume (listening) can be adjusted on the headset as well as on Net Phone, and the microphone volume (talking) can be easily adjusted in Net Phone.

  • Page 99: Headset Controls And Operation

    Headset Controls and Operation • Charging Indication (1) – Red LED on left side of base indicates when the headset is being charged. This indication is part of the Plantronics Headset base and not affected by Net Phone 5.0. • Status Indication (2) – Green LED on right side of base lights when powered.

  • Page 100: Net Phone Audio Setup Screen

    Connecting Headsets Plantronics Wireless Headset • Listen Volume Control (4) – Pushing the button up will raise the volume in the ear piece, pulling the button down will lower the volume in the ear piece. Each push will step the volume level up or down one level. •...

  • Page 101: Trouble Shooting

    Trouble Shooting If you loose audio on a call after about 6 seconds, check for the Plantronics PerSonoCall application and disable the option: "Enable headset only for phone calls (extends battery life)" Strata CIX Net Phone UG 04/08 Connecting Headsets Trouble Shooting...
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  • Page 103: Chapter 6 - Using Microsoft Outlook

    Using Microsoft Outlook Dialing from within Outlook When Outlook Phone Link has been installed, a "Phone Icon" will appear on your Outlook main Tool bar. Then when you are in any Outlook Contacts folder and you have a contact highlighted, you can press this button to dial. A dialing screen will pop up showing each of the phone numbers available for that contact.
  • Page 104 Using Microsoft Outlook Incoming Calls Note If you setup a rule to trigger on "When Ringing", you may NOT want to have the action automatically open a Contact or Journal because it will do this for every matching call whether you are present or not. So, if while you're away from your desk, you have missed 20 outside calls that rang on your phone, you could have 20 different Contact screens and 20 Journal screens popped up on your PC screen.

  • Page 105: While On A Call

    While on a Call Whenever you are on a telephone call (incoming or outgoing) you can right-click on the call (Call Information or LCD Display window) and select “View Info” to pop up the Standard Call Info screens shown below. Within these screens, buttons are offered to Open Contact, create a New Contact, Lookup the person in Outlook, or open a Journal (Add Journal) entry in Outlook.

  • Page 106: Integrating With Outlook Calendar

    Using Microsoft Outlook Integrating with Outlook Calendar Integrating with Outlook Calendar One typical integration with Outlook Calendar is to put Appointment information on DSS key such that all other Net Phone users know your current presence status. This example will turn on the DSS key with Status Message only and turn off the message when the scheduled meeting is over.

  • Page 107: Step 2: Create Personal Call Handler Rules

    Using Microsoft Outlook Integrating with Outlook Calendar Step 2: Create Personal Call Handler Rules Two Personal Call Handler Rules will be needed, both using the Outlook Calendar Appointment event which sends a message when an appointment starts and a second when it ends.

  • Page 108: Step 3: The Final Pch Rules

    Using Microsoft Outlook Integrating with Outlook Calendar Step 3: The Final PCH Rules The main thing is to ensure that the PCH rule to “Clear DSS Message” must follow “Set DSS Message”. If not, the “Set DSS Message” triggers on ‘any’ Calendar Status including ‘Free’...
  • Page 109 Personal Call Handler This powerful feature of Net Phone allows you to create Call Handling Rules to automatically take actions when certain events occur and specific conditions are true. That is, you create a rule so that (1) when an Event occurs, and (2) if certain conditions are true, and then (3) perform specific Actions.

  • Page 110: Creating Personal Call Handling Rules

    Personal Call Handler Creating Personal Call Handling Rules Creating Personal Call Handling Rules The following items will define how to edit, delete or add new rules. Many rules can be created and exist simultaneously. To allow rules to be defined and not applied, an enable/disable check box appears before each rule to make it easy to disable or enable different rules are different times.
  • Page 111 Personal Call Handler Creating Personal Call Handling Rules To Add or Change a Call Handling Rule Click the Add button or highlight the rule to be changed and click Change. Strata CIX Net Phone UG 04/08...
  • Page 112 Personal Call Handler Creating Personal Call Handling Rules Select a Triggering Event and Set the Conditions Step 1: The types of events that can be used to trigger a rule can be divided into call related triggers, system triggers, and status change triggers. Each grouping is show below along with the Conditions offered for the trigger to take effect: •...
  • Page 113 • Call Answered – Whenever a call is answered on the phone. • Call Type – Select the call type for the ringing call. • Call Direction – Select the direction of the call to be triggered. • Caller ID Number – Select a Caller ID number.
  • Page 114 Personal Call Handler Creating Personal Call Handling Rules • Call Disconnect – Whenever a call leaves the phone (whether the caller hung up or the call was transferred or forwarded). • Call Type – Select the call type for the ringing call. •...
  • Page 115 • FWDed/XFRed Call Ringing – Whenever a call rings on the phone that has been either Forwarded or Transferred from another extension. • Call Type – Select the call type for the ringing call. • Phone State – Select the Phone State when the call arrives.
  • Page 116 Personal Call Handler Creating Personal Call Handling Rules • Status is Idle – Whenever the station is idle and the DND button is toggled or whenever an ACD agent ends “wrapup” time and becomes available to take a call. • Do Not Disturb Status – Select whether the station is to be considered idle when the DND Status is...
  • Page 117 • Outlook Calendar Appointment – An event that occurs at the start time of the appointment and again when the appointment time ends (‘Free’). • Calendar Status – Select to match the Outlook Calendar Status options: Any, Free, Busy, Out of Office. •...

  • Page 118: Like Matches

    Personal Call Handler Like Matches Like Matches When you design a Rule to trigger using a Specific Number (for the CallerID number or Account number) or on a Specific Name (for the CallerID name) you can design the rule to either search for an exact match or a “LIKE” match. A “LIKE” match simply uses wildcard characters in the string that you specify to accept a range of values.

  • Page 119: Unlike Matches

    Unlike Matches In addition, you can precede any of the search strings with the characters <> to request all matches that "aren't equal" or "aren't Like". Example: To trigger on any caller from NOT from your area code 602: Set the Specific Number on Caller ID Number to: <>602*.

  • Page 120: Export Rules

    Personal Call Handler Export Rules Export Rules Once a rule has been designed, exporting the rule is recommended to provide a backup copy and that file can be copied to other Net Phones. To export a rule, you will need to be in the Add/Edit Rule screen and click the Export Rule button.

  • Page 121: Importing Rules

    Importing Rules When the Net Phone program starts up, it automatically imports rules from the compiled NET_PHN.RUL rules file plus all rule files (*.RUx) it finds in its startup folder. The last character used in the file name extension defines how the rule file is treated when importing: •...
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  • Page 123: Chapter 8 - Using Companion Applications Directories

    Using Companion Applications Net Phone provides a powerful open architecture that allows companion applications to add features and functions. These companion applications inherit the look-and-feel of Net Phone and act as if they are “part of the Net Phone” and are provided as Options Buttons on the Main Screen.

  • Page 124: Finding Entries

    Using Companion Applications Directories Finding Entries The Find window used in conjunction with the sort column is used to quickly locate desired entries in large directories. Select a column where the entry is to be found, enter into the Find window characters to match. •...
  • Page 125 • Additional Options – Right-click on the entry to access a menu of the other functions: Note Not all options may be available due to the settings for the Option Button. • Call Now – Place a phone call to this person or extension. (Same as double- clicking.) •...

  • Page 126: Speed Dial Directory

    Using Companion Applications Directories Speed Dial Directory List of telephone numbers. The user may add entries to provide fast access to frequently dialed numbers. • To Call – Press Enter to dial the highlighted number, or double-click the desired number from the list. •...

  • Page 127: Call History

    Call History Net Phone automatically creates a log of calls dialed and received on the local telephone extension. This Call History provides the user with a valuable log of his or her phone calls. • Pages Buttons – Call History automatically creates ‘pages’ when the log becomes too large.
  • Page 128 Using Companion Applications Call History • Phone – the phone number you dialed (outgoing,) or the CallerID Number / ANI (incoming.) • Name – The name of the person you called (based on Outlook), or who called you (based on CallerID.) •...
  • Page 129 • Additional Options – Right-click on the entry to access a menu of other functions: • Call Now – Dial the phone number using Net Phone. • View Info – Provides a read-only view of all of the information about the call, including the “Notes.”...
  • Page 130 Using Companion Applications Call History • Export Listing – Export the listing using either a CSV or Text format. • Listen to Call – When the Tracer Integration is provided, this button provides a link to Replay to allow the recording to be played back. •...
  • Page 131 • Account Codes – Choose “All” for calls with any or no account code. Use the “Starting with” option to limit the search to calls matching or starting with a specific account code. For example, ‘123’ returns calls with account codes 123 and 123xxx.

  • Page 132: Browser Window

    Browser Window Net Phone provides an integrated web browser window for access to Internet or Intranet locations, or direct access to local HTML files. In addition to basic browsing, you can create custom web applications to extend the functionality of Net Phone for your business.

  • Page 133: Presence Viewer

    Presence Viewer To assign the Presence Viewer to one of Net Phone buttons The Presence View can be assigned to one of the Options Keys. 1. Right click the Options Key and select the Change Key. Strata CIX Net Phone UG 04/08 Using Companion Applications Presence Viewer...
  • Page 134 Using Companion Applications Presence Viewer 2. In the Set Options Key window, select Presence Viewer from the Key Type drop down menu. Assign any name to Key Label shown on the Options Button or Tool Tip shown as the mouse over text. To manage the Presence Viewer 1.
  • Page 135 3. Use the double arrow buttons to add or remove users from the group (shown right). To use the Presence Viewer The Presence Viewer window shows the status of users. Right click the member to start Chat or call the person through Net Phone. Note The binocular icon on the top left provides menus such as Sort or Icon view as well as Help.

  • Page 136: Other Applications

    Using Companion Applications Other Applications Other Applications Several other applications integrate with Net Phone. For more details on these applications, please see the documentation on each of these products. Chat An integrated text-messaging function that allows you communicate with other Net Phone users using text messaging ‘calls’...

  • Page 137: Index

    Index about this book conventions, organization, related documents, account code, account number, ACD call ringing, ACD Keys, ACD key view, ACT, action keys, actions creating actions, importing, testing, action variables, always on top, answer, audio control, auto startup, 36, bank of buttons, browser, browser button, buttons...
  • Page 138 Index D ~ G call answered, control, disconnect, extra call info, forward, history, 15, logging, modify, results, retrieve, ringing, 98, transfer, types, variables, call center, call fowarding, call handler mode, call handler rules, 9, add or change, creating, delete, call history, call info export, calls...
  • Page 139 hangup, headset controls, installation, operation, trouble shooting, volume control, help, hold, home area code, 18, 20, outside, importing actions, initialize key, Insight, ACD, action, change, copy, DSS extension, feature code, initialize, label, PBX command, run program, speed dial, swap, system, web, keys combination,...
  • Page 140 Index O ~ T startup, streamlined view, OAISYS, auto call record, Tracer, 5, On manual dialing, options, outlook calendar, 92, dialing, incoming calls, lookup, outlook integration, outside numbers, PCH rules, personal directory, personal power dialer, 37, phone forwarding, phone number, test, phone screen, pop up,...
  • Page 141 TASKE Contact, testing actions, transfer, 42, trunk access code, URL, 35, 53, user defined action Keys, user Preferences, value, variables, system, views regular screen-docked, screen docked, slim screen-docked, volume controls, WAV file, web browser, 35, 53, web keys, Strata CIX Net Phone UG 04/08 Index U ~ W...
  • Page 142 This is the last page of the document.

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