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Toshiba Strata CS User Manual

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User Guide for Viewpoint
February 2006



  Summary of Contents for Toshiba Strata CS

  • Page 1 User Guide for Viewpoint February 2006...
  • Page 2 Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in Strata is a registered trademark of Toshiba Corporation. equipment design or components as engineering or Intel is a registered trademark of Intel Corporation.
  • Page 4: Limited Warranty

    TAIS in the Strata CS General Description for use with the Strata CS system at all times. System failures and/or damages resulting from either not using a UPS with the Strata CS or the use of a UPS not equivalent to that specified by TAIS are not covered by this warranty.
  • Page 5: Table Of Contents

    Accessing Strata CS ................1-2 Using the telephone ................1-2 Using the Strata CS ViewPoint application........1-3 Using Strata CS ViewPoint Web Access .......... 1-3 Using the TAPI Service Provider and the CMA ........ 1-3 Feature comparison table ..............1-4 Getting technical support ..............1-4 Strata CS documentation ..............1-5...
  • Page 6 Chapter 4. Answering and Handling Calls on the Phone ....4-1 About answering and handling calls on the phone ....... 4-2 Using the Flash button on your phone ..........4-2 Answering Strata CS calls ..............4-2 Call announcing................. 4-2 Call waiting ..................4-3 Answering a call at another ringing phone........
  • Page 7 Receiving Strata CS calls at a remote number......... 6-6 Placing calls through Strata CS from a remote phone ..... 6-7 If your remote phone is “stuck” on a Strata CS session ....6-7 Using redial and other quick call commands when logged in... 6-8 Using Strata CS ViewPoint remotely.............6-8...
  • Page 8 Using ViewPoint Chapter 8. Using Strata CS ViewPoint ..........8-1 About Strata CS ViewPoint..............8-2 Using ViewPoint in Spanish, German, French Parisian or French Canadian ..................8-2 Using ViewPoint from any web browser ..........8-2 Logging on to ViewPoint ............... 8-3 Using ViewPoint with a different phone or Server ......
  • Page 9 Sharing folders ..................8-24 Viewing shared folders..............8-26 Deleting shared items ..............8-26 Using the audio controls..............8-27 Importing and exporting Strata CS items ..........8-28 Chapter 9. Using Personal Statuses..........9-1 About personal statuses................9-2 The Personal Status button in the status bar........9-3 Using predefined personal statuses............9-3...
  • Page 10 Call ownership ................. 11-6 Double-clicking calls ............... 11-7 Commands while a call is ringing ............11-7 Taking the call ................11-7 Sending the call to voicemail............11-7 Grabbing and holding the call ............11-8 Transferring a call without talking to the caller first ......11-8 Commands while you’re on a call ............
  • Page 11 Transferring a conference call............12-14 Ending a conference call............... 12-14 Supervising other users’ calls ............12-14 Using the Strata CS or eyeBeam softphones ........12-15 Chapter 13. Managing Voice Messages in ViewPoint ....13-1 About managing voice messages in ViewPoint ........13-2 The Voicemail folder................ 13-2 Archiving voice messages and call recordings.......
  • Page 12 Sharing the Call Log ................14-9 Reporting on the Call Log ..............14-10 Exporting the Call Log ..............14-10 Advanced Strata CS Features Chapter 15. Call Forwarding and Routing Lists ......15-1 About call forwarding and routing lists ..........15-2 Call forwarding and Where I Am .............
  • Page 13 Opening contacts from within other folders........16-12 Using contacts in another contact manager........16-12 Using the Strata CS Contact Manager Assistant......16-13 Importing contacts from other contact managers into Strata CS.. 16-13 Using workgroups ................16-13 Personal and public workgroups........... 16-15 The Workgroups folder..............16-15 Creating a workgroup..............
  • Page 14 Enhancing ViewPoint with Add-ins ........... 18-25 Managing Add-ins ................. 18-25 Using the Reverse Phone Number Lookup sample Add-in..18-26 Using the Desktop Alert Add-in ............. 18-26 Using the Strata CS Instant Messaging Add-in ......18-28 Other customization options ............. 18-29...
  • 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-5 Voicemail/Account menu..............A-6 Logging on..................A-6 Logging on from a remote location ...........A-6 Voicemail/Account menu commands..........A-7 Appendix B.
  • Page 16 Taking a break ..................D-4 Listening to the ACD workgroup’s voicemail ........D-4 Viewing the ACD workgroup’s contacts and Call Log......D-4 Appendix E. Using the Strata CS Archived Recording Browser . E-1 Running the Archived Recording Browser..........E-1 Searching for recordings...............E-2 Starting a new search................E-2...
  • Page 17 Placing a call with the SoftPhone............F-5 Exiting the SoftPhone................ F-5 Configuring the Strata CS SoftPhone ..........F-5 Adjusting microphone and speaker volume........F-6 Setting preferences ................F-6 Setting call restrictions ..............F-6 Keeping the keypad window always on top........F-7 Using the stand-alone SoftPhone ............
  • Page 19: Getting Started

    Getting Started...
  • Page 21: Chapter 1. Introducing Strata Cs

    Strata CS documentation ........
  • Page 22: About Strata Cs

    You can manage your calls and voicemail by using either your telephone or the Strata CS ViewPoint program, which runs on your computer. Strata CS dramatically expands the ways in which you can place and receive phone calls.
  • Page 23: Using The Strata Cs Viewpoint Application

    The TAPI Service Provider links your contact management applications to your Strata CS phone, just as Strata CS ViewPoint is linked to your phone. After the TAPI Service Provider is installed, you can use your contact manager application’s Place Call feature to call its contacts using your Strata CS phone.
  • Page 24: 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.
  • Page 25: Strata Cs Documentation

    This section describes the different Strata CS documents and how to access them in various formats. Ordering printed documentation You can order printed versions of most Strata CS documents. To do so, contact your Strata CS provider. The Strata CS documentation set The following table describes the Strata CS documents and the formats in which each is available.
  • Page 26: Accessing Online Documentation

    Strata CS telephone commands. Strata CS DKT User Guide This reference describes, in detail, how to All audiences use the Strata CS telephone commands. Accessing online documentation You can access Strata CS’s online documentation in the following formats.
  • Page 27 They are available on the Strata CS Master CD in the \Manuals directory. To view and print these files, use the Adobe Acrobat Reader, available on the Strata CS Master CD in the \Adobe directory.
  • Page 29: Chapter 2. Recording Your Voice Title And Voicemail Greeting

    HAPTER HAPTER ECORDING OICE ITLE AND OICEMAIL REETING HAPTER ONTENTS About creating your voice title and voicemail greeting ....2-2 Recording your voice title ......... . 2-2 Recording your voicemail greeting .
  • Page 30: About Creating Your Voice Title And Voicemail Greeting

    Recording your voice title __________________________________ Your voice title is a short recording of your name only. By default Strata CS plays it when the following events occur: Callers dial your extension or are transferred to you (callers hear “Transferring to” + <voice title>).
  • Page 31: Recording Your Voicemail Greeting

    Your Strata CS account comes with an initial voicemail greeting that callers hear until you record a new one. It says, “The person you have attempted to reach is unavailable. Please leave a message after the tone.
  • 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

    To dial an external number You must dial an access code to start dialing an external number. Ask your Strata CS system administrator what types of external calls you can place and what access codes you must use.
  • Page 38: Dialing By Name

    . When you hear the dial tone, dial the phone number. Dialing by name __________________________________________ You can dial another Strata CS user by name if you do not know the user’s extension. To dial by name, press Your system administrator can remove you from the dial-by-name directory, or you can remove yourself using ViewPoint, so that only callers who know your extension can dial you.
  • Page 39: Placing Calls While You Are Already On A Call

    Returning the last call To return a call to your last identified caller, press . (You cannot return unidentified calls.) Strata CS reads the number it will dial and prompts you to approve it before it dials the call. 3. P HAPTER...
  • Page 40: Disabling Call Waiting For A Call

    Placing calls to an IP address_______________________________ If your Strata CS system supports placing calls over the Internet, you can dial an IP address directly from your phone. In this way you can connect to an H.323 terminal such as NetMeeting.
  • Page 41: Requirements For Receiving A Page Or Intercom Call

    Users with a station ID of 0 cannot receive pages or intercom calls. Pages and intercom connections do not show up in Strata CS ViewPoint’s Call Monitor folder (see Chapter 11), or the Call Log (see Chapter 14).
  • Page 43: Chapter 4. Answering And Handling Calls On The Phone

    Handling calls with the phone ........4-6 Using Toshiba digital feature phones ....... . 4-12...
  • Page 44: About Answering And Handling Calls On The Phone

    Using the Flash button on your phone When you use Strata CS on the phone, you use your phone’s Flash button to access many commands. If your phone does not have a Flash button, press and release the hook quickly once to send a Flash command.
  • Page 45: Call Waiting

    How Strata CS gets the recording of the caller’s name When you have call announcing turned on, callers who dial your extension hear a prompt that says, “Please say your name.” Strata CS records what the caller says and uses that recording to announce the call.
  • Page 46: Answering A Call At Another Ringing Phone

    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 47: Receiving Internal Intercom Calls With Voice-First Answering

    Flash To receive a call, wait for a zip tone (a beep) to notify you of the incoming call. Strata CS connects you based on your call announcing settings (see “Call announcing” on page 4-2). If call announcing is turned off, you are connected to the caller immediately after the zip tone.
  • Page 48: Handling Calls With The Phone

    Unlike with hands-free answering (see the previous section), voice-first answering occurs only for internal callers. All external calls ring your phone as normal, including external callers transferred to you by other users. You can place intercom calls to other users even if they don’t have voice-first answering turned on, provided they have the correct type of phone.
  • Page 49: Putting A Call On Hold

    Notes If you hang up and have a call on hold, the ringback feature in Strata CS rings your phone after a period of time. To disable ringback or change the ringback time, see “Turning ringback for calls on hold on and off” on page 18-9.
  • Page 50: Transferring A Call

    Transferring a call You can transfer a call to another Strata CS extension or an external phone number in one of the following ways: Blind transfer. Transfer a call without talking to the recipient. Supervised transfer. Transfer a call after speaking to the recipient first.
  • Page 51: Sending A Call To Voicemail

    About the transfer ring delay When you transfer a call using the telephone commands and don’t hang up immediately, Strata CS provides a brief delay before ringing the recipient’s phone. This provides time for you to hang up to do a blind transfer. System administrators can adjust the length of this delay by adjusting the advanced system setting TUITransferRingDelay.
  • Page 52: Creating A Conference Call

    After the call waiting beep, press Flash 4 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.
  • Page 53: Parking A Call

    Parking a call Parking a call lets you put a call on hold and pick it up at any Strata CS extension. Press . Strata CS tells you the call's orbit number. Make a note of it. Flash 6 Hang up.
  • Page 54: Using Toshiba Digital Feature Phones

    The previous call is put on hold. Using Strata CS call waiting in conjunction with PDNs gives you an unlimited number of lines. Once all PDN lines are in use, a new incoming call causes the call waiting beep to sound, and you can press to take the call.
  • Page 55: Using Custom-Mapped Strata Cs Commands

    If your system has enabled the Busy Lamp Field (BLF) feature, and you map a programmable button to Speed Dial a Strata CS user, then that button’s LED lights up whenever the target user is on a call. This lets you see whether users are available to take your calls.
  • Page 57 HAPTER HAPTER ANAGING OICEMAIL AND CCOUNT ITH THE HONE HAPTER ONTENTS About managing your account on the phone ......5-2 About voicemail.
  • Page 58: About Managing Your Account On The Phone

    At your own Strata CS phone, you can skip your extension, as follows: # # <your password> # You can also log on from a phone outside the office. See “Logging on to Strata CS from a remote number” on page 6-6.
  • Page 59: Knowing When You Have New Voice Messages

    Knowing when you have new voice messages Strata CS can alert you in the following ways when you have new (unheard) voice messages: Stutter dial tone. When you pick up your phone, the dial tone begins with several short tones, and then changes into a regular dial tone. The stutter dial tone indicates that you have new voice messages.
  • Page 60: Listening To And Managing Your Voicemail

    Listening to and managing your voicemail ____________________ 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

    Sending a message directly to a user’s voicemail ______________ You can record a message and send it directly to the voicemail of one or more Strata CS users with the telephone commands. log on to your account and press Record your message and press when you are done.
  • Page 63: Managing Your Greetings Using The Phone

    Managing your greetings using the phone____________________ A greeting is a message that callers hear when they reach your voicemail. Strata CS lets you record and store multiple greetings for use in different situations, and easily switch between them.
  • Page 64: Managing Your Greetings

    ViewPoint (see “Managing folders and items” on page 8-16). Available space for greetings Your Strata CS system administrator has allocated a limited amount of disk space on the Strata CS Server for your greetings and all of your voicemail. If your existing greetings fill the space...
  • Page 65: Forwarding Your Calls Using The Phone

    5 5. Ignoring your call rules If you have created call rules (see Chapter 17) you can have Strata CS ignore them, to make sure that your calls are sent only to your forwarded location. Ignoring call rules suspends your call rules and sends all your calls to your Standard routing list.
  • Page 66: Sending Your Calls Straight To Voicemail With Do Not Disturb

    For more information about personal statuses, see the next section and Chapter 9. Selecting a personal status on the phone _____________________ Strata CS makes it easy to select a personal status using the telephone commands. Personal status is a quick way of changing several settings at once, for example, forwarding your calls and changing your greeting.
  • Page 67: Chapter 6. Using Strata Cs With A Remote Phone

    Using Strata CS from a remote number without ViewPoint ....6-5 Using Strata CS ViewPoint remotely........6-8 Associating Viewpoint with a remote number .
  • 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 voicemail and account settings, as well as the ability to receive, place, transfer, and manage Strata CS calls.
  • Page 69 Place calls Must log on first others must log on first Receive calls Via call forwarding Strata CS dial tone when IP phones only IP phones only you pick up the phone Only with "Imitate Call waiting a station" turned...
  • Page 70 Feature Remote Number External Station Internal Station IP Phone, cell Cell phone, home Analog phones, phone, home phone, legacy digital feature phone, legacy PBX station phones PBX station Specify remote Specify station Specify station Log on to ViewPoint number number number Check voicemail, change all ViewPoint settings...
  • Page 71: Tips For All Remote Phone Use

    Placing Strata CS calls with an IP phone external station If you have an IP phone defined as an external station, you place Strata CS calls exactly as if you were using a desk phone in the office. There is no need to log in and press # to place calls, as with other external stations.
  • Page 72: Logging On To Strata Cs From A Remote Number

    <your password> # Note: The initial key that you to use to log on might not be # on your Strata CS system. Ask your Strata CS system administrator if your system uses a different key. Logging out from a Strata CS session...
  • Page 73: Placing Calls Through Strata Cs From A Remote Phone

    If you are trying to make a non-Strata CS call from your remote phone, and you find your call treated as if it were an internal Strata CS call (for example, you reach a user at your office), the likely cause is that you did not log out from a Strata CS session immediately beforehand.
  • Page 74: Using Redial And Other Quick Call Commands When Logged In

    If your office has set up Strata CS Web Services, you ViewPoint Web Access. can access a version of Strata CS ViewPoint using a web browser, from any computer with an Internet connection. Simply type the URL address of ViewPoint Web Access into your browser window. Your Strata CS system administrator can tell you the URL for ViewPoint Web Access.
  • Page 75: Using Viewpoint Remotely With A Phone

    (see Chapter 12, “Placing Calls in ViewPoint” ). Strata CS rings your phone to connect you to the call being placed. Because Strata CS is placing the call, your office is charged for it. The call is logged in your Call Log.
  • 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

    A phone at an external phone number. like regular Strata CS stations, except that in order to place Strata CS calls using the phone, you must first call your Strata CS system and log on. See the next section. Placing Strata CS calls from an external station This section does not apply to IP phones.
  • 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 Disconnect when idle a call. If unchecked, Strata CS provides a 10-15 second window of internal dial tone after a call ends so that you can use the telephone commands for other activities. However, when unchecked you may find that you cannot place a new call from ViewPoint immediately after ending a call, because Strata CS still considers the station off-hook.
  • Page 80: Configuring A Sip Phone

    SIP URI (for example Userinfo “vwilliams” in “”). This field uniquely identifies the phone on the Strata CS SIP span, so whatever text is specified here must also be entered in the SIP phone's field when you configure the phone.
  • Page 81: Changing Your External Station Number With *17

    10-15 seconds of Strata CS dial tone after a call ends, making it easy to place new calls immediately after a call ends. If you check the field, the SIP phone does not generate its own dial tone after the other party in a call hangs up.
  • Page 83: Chapter 7. Sharing Stations

    HAPTER HAPTER HARING TATIONS HAPTER ONTENTS About sharing stations..........7-2 Placing outbound calls from shared stations.
  • Page 84: About Sharing Stations

    Another user logs in at the station. Note: You can also log on to a station by logging on to the Strata CS ViewPoint at the station’s computer. For instructions, see “Logging on to ViewPoint” on page 8-3.
  • Page 85: 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. See “The status bar” on page 8-12.
  • Page 87 Using ViewPoint...
  • Page 89 Using the audio controls ......... . 8-27 Importing and exporting Strata CS items ......8-28...
  • Page 90: About Strata Cs Viewpoint

    Using ViewPoint from any web browser ______________________ Strata CS ViewPoint Web Access is a version of Strata CS ViewPoint that you can access through your Web browser. If your office has ViewPoint Web Access set up, you can use it to access Strata CS features from any location on the Internet.
  • Page 91: Logging On To Viewpoint

    Important: Each ViewPoint program must be licensed. If you see a message stating that ViewPoint is not licensed, you cannot log on. See your Strata CS system administrator for help if such a message appears. To log on to ViewPoint Choose .
  • Page 92: Using Viewpoint With A Different Phone Or Server

    ViewPoint connects to a specific Strata CS Server. If multiple The Strata CS Server. Strata CS Servers are available on your network, you can change the Server to which ViewPoint is connected. You must also change the Server if the network name of its computer has changed.
  • Page 93 Choose this option to use ViewPoint without an associated phone. None. ViewPoint commands that require a phone—for example, placing a call—will be unavailable. , type the network name of a Strata CS Server computer on your network, or Server click to select one.
  • Page 94: Using Viewpoint With Another Station Or A Remote Number

    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...
  • Page 95: Logging On With New Logon Options

    You log on with station ID 0, meaning that I am not near a Strata CS phone. ViewPoint is not associated with a phone. ViewPoint commands that require a phone—for example, placing a call—are unavailable.
  • Page 96: About The Welcome Wizard

    About the Welcome Wizard If you are a new user, the Welcome Wizard starts automatically when you log on to Strata CS ViewPoint. The Welcome Wizard helps you to quickly configure your Strata CS account, including your voice title, voice mail greeting, and phone numbers. You can also launch the ViewPoint Quick Tour from the Welcome Wizard.
  • Page 97: Elements Of The Viewpoint Window

    ViewPoint folder that is currently displayed (see “ViewPoint folders” on page 8-13) The menu bar The menu bar, at the top of ViewPoint, provides access to Strata CS commands. Click each menu to see the commands that menu contains. Menu commands are referenced in this manual in the format .
  • Page 98: The Navigation Pane

    The navigation pane The navigation pane, on the left side of the ViewPoint window, gives you point-and-click access to ViewPoint’s folders. Click a folder in the navigation pane to open that folder in the ViewPoint main window. The navigation pane is made up of the Favorite Folders list and, below it, the navigation bar. You can expand the navigation bar or Favorite Folders list by dragging the separator bar between them.
  • Page 99: 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 100: 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 101: Locking Viewpoint Window Elements

    ViewPoint display” on page 18-22 for more information. ViewPoint folders _______________________________________________________________ The Strata CS ViewPoint contains folders, which appear in the main part of ViewPoint window and give you access to specific Strata CS functions. Important: Some folders may not be available to you. Your Strata CS system administrator controls which folders your ViewPoint program displays.
  • Page 102: Working In Multiple Folders

    Folder Description Pane Call Monitor \ Extensions View all Strata CS extensions, their personal statuses, and who is on the phone now. Call Monitor \ Queue Monitor Call Center agents only. View and manage agents, and view real-time queue statistics.
  • Page 103: Adding The Calls Pane To Any Open Folder

    Adding the Calls Pane to any open folder The Calls Pane contains the same information that appears in the Call Monitor. You can display the Calls Pane in any ViewPoint folder and see and act on your incoming calls. To add the Calls Pane to a folder, do the following: Open the folder to which you want to add the Calls Pane.
  • Page 104: Locking The Current Folder In Place

    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.
  • Page 105 You may not be able to perform these actions if you do not have the required permission. Creating items You can create all types of Strata CS items, such as greetings and call rules, in any folder. You can create a completely new item, or you can copy an existing item and enter only the information that is new for that item.
  • Page 106: Renaming Items

    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.
  • Page 107 Phonebook pane to the Call Monitor to call that user. The following table lists the drag-and-drop actions you can perform in the Strata CS ViewPoint. The From column shows the items you can click and drag. The To column shows the destination items.
  • Page 108 SHIFT + CTRL + From Drag Drag Drag Call Log Call Conferences Opens the the Call Log Conference party with the dialog box call Empty Call Places a call Opens the Monitor to the Call Place Call To Log party dialog box Contact Call...
  • Page 109: Printing Items In Folders

    SHIFT + CTRL + From Drag Drag Drag Voice Call Conferences Opens the Message the message Conference sender with dialog box the call Empty Call Places a call Opens the Monitor to the Place Call To message dialog box Caller ID Folder Moves the Opens the...
  • Page 110: Viewing Folders In The Folder List

    Folders that you create and that appear in your ViewPoint only, unless Private folders. you share them with other users. See “Sharing folders” on page 8-24. Folders that are visible to all Strata CS users. See “Viewing public Public folders. folders” on page 8-23.
  • Page 111: Viewing Public Folders

    Drag the selected items to the target folder in the Folder List. Viewing public folders Public folders contain items that all Strata CS users can view and use. For example, any user can view a public contact’s information or place a call to that contact.
  • Page 112: Sharing Folders

    , and then enter the age in days at which an item is automatically remove old items removed. Click Sharing folders___________________________________________ You can share folders, and any folders within them, with other Strata CS users that you specify: The Call Monitor folder The Voicemail folder The Contacts folder The Call Log folder Those users can access the folders that you share with them from their ViewPoint programs according to access levels that you specify.
  • Page 113 To share a folder In the Favorite Folders list, click the folder that you want to share. Choose . The folder’s Properties dialog box opens at the File > Folder > Share Folder Sharing tab. Select the users in the list with whom you want to share the folder.
  • Page 114: 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 115: 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.
  • Page 116: Importing And Exporting Strata Cs Items

    From a .CSV file generated from another contact manager such as Microsoft Outlook You can export contacts from Strata CS to a .CSV file that you can import into another Strata CS ViewPoint, Outlook, GoldMine, FrontOffice 2000, Act!, or other contact management software.
  • Page 117 For more information, see “Teaching Strata CS to recognize your contacts” on page 16-7. If you are importing a .CSV file that was created by Strata CS, go to step 10. 8. U...
  • Page 118 .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. Drag unwanted default field mapping from the right pane to the left pane.
  • Page 119 To export contacts to a .CSV file Choose . The Import and Export Wizard opens. File > Import and Export 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, Source folder , choose the Contacts file that you want to export, and then click...
  • Page 120: 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 121: 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 122 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 123: Chapter 9. Using Personal Statuses

    HAPTER HAPTER SING ERSONAL TATUSES HAPTER ONTENTS About personal statuses ......... . . 9-2 Using predefined personal statuses .
  • Page 124: About Personal Statuses

    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. Likewise, by looking at the Extensions list you can see the personal status of other users.
  • Page 125: 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 126 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 voicemail without ringing your phone, though you can change that behavior with these On Vacation...
  • Page 127: 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 128: 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 129 The phone specified by your current Where I Am setting. For Default location. example, if you changed Where I Am by forwarding your calls, this personal status would reflect the change. Your regular Strata CS phone (the station ID is displayed My default station. in parentheses). 9. U...
  • Page 130 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 131: The Personal Statuses Folder

    Personal status and your active settings _____________________ When you select a personal status, its preferences are copied to your active settings. Your active settings are all the settings that, taken together, determine how Strata CS handles your incoming calls. They are:...
  • Page 132: 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 133 To change your active settings in the Active Settings dialog box Choose . The Active Settings dialog box opens. Tools > Active Settings Change any of the following: To change your current personal status, select a personal status in the dropdown list. To create a new custom personal status, click To edit the selected personal status in the list, press ALT while clicking To change the active...
  • Page 134: 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.
  • Page 135: 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 136: Changing The Personal Status Of Another User

    This feature is useful when users want to change their personal status but do not want to log on to Strata CS themselves. For example, a secretary can change the personal status for the boss, or the user who is acting as the Operator user can change the Operator’s personal status without logging on as the Operator user.
  • Page 137: Chapter 10. Using The Extensions List

    Viewing Strata CS extensions........
  • Page 138: 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 139: 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.
  • Page 140 If the user’s calls are being forwarded to an outside phone number, “External number” is displayed. Location Shows the name of the Strata CS Server with which the user is associated. Organization Shows the user’s Organization, if any.
  • Page 141: Placing Calls To An Extension

    Actions > Camp on Busy Automatically switching to the Call Monitor You can have Strata CS automatically switch to the Call Monitor folder when you place a call from the Extensions list. Choose . The Options dialog box opens.
  • Page 142: Using Instant Messaging

    For instructions, see “Changing the personal status of another user” on page 9-14. Exporting the Extensions list _______________________________ You can export the Extensions list to a .CSV file. See “Importing and exporting Strata CS items” on page 8-28. 10-6...
  • Page 143 HAPTER HAPTER ECEIVING AND ANDLING ALLS IN OINT Using the Call Monitor folder........11-2 Displaying the Call Monitor folder automatically .
  • Page 144: 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 145: Call Monitor Folder Tabs

    To sort the Call Monitor automatically Choose . The Options dialog box opens. Tools > Options 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 146 Call Monitor to display calls parked by Show all parked calls any Strata CS user. If checked, A “Parked Calls” tab becomes available that displays all parked calls. If unchecked, your Call Monitor shows only parked calls that you parked yourself.
  • Page 147: Call Monitor Folder Panes

    Viewing a custom data column in the Call Monitor If your Strata CS system is configured to display custom data in the Call Monitor, the custom data appears in one or more columns. You can view the available columns in the Show Columns dialog box.
  • Page 148: Selecting And Acting On A Call In The Call Monitor Folder

    To display the Call Monitor folder automatically Choose . The Options dialog box opens. Tools > Options Click the ViewPoint \ Call Monitor tab. 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...
  • Page 149: Double-Clicking Calls

    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. (See “Teaching Strata CS to recognize your contacts” on page 16-7.) While calls are ringing, you can perform the following...
  • Page 150: Grabbing And Holding The Call

    You can rerecord this greeting to say, for example, “This is Angela. I am on another call right now, but if you hold for a moment I will be right with you.” The options that callers hear with this greeting are contained in a separate prompt that only your Strata CS system administrator can change.
  • Page 151: 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 152: Transferring A Call

    Ringback for calls on hold By default, if you hang up with one or more calls on hold, Strata CS’s ringback feature rings your phone to remind you. If you do not pick up your phone, any calls on hold are sent to voicemail.
  • Page 153 Note: You may be prohibited from transferring an external caller to an external number. See your Strata CS system administrator for more information. If you are transferring the call to an external number, select the dialing service to use from the Call Using dropdown list.
  • Page 154: Recording A Call

    Inbox. The maximum length of a single recording is equal to the total number of minutes available in your voice mailbox. By default this is 20 minutes, but your Strata CS administrator may have set a different limit. Important: You cannot receive more voice messages when your voice mailbox is full.
  • Page 155: Playing Recorded Audio Into A Call

    While audio is playing, some transfer commands are disabled, for example, transferring the call directly to voicemail. This is because Strata CS creates a conference call behind the scenes when playing audio, and there are restrictions on handling conference calls (see “Transferring a conference call”...
  • Page 156: Associating A Call With A Contact

    Call Log folders display a name with the call. You can also permanently associate the call’s Caller ID phone number or text with the contact, so that Strata CS automatically identifies the contact on all subsequent calls from that phone.
  • Page 157: 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.
  • Page 158: 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 159: Viewing A Call's History

    Viewing a call’s history While a call is visible in your Call Monitor folder, you can view its history in the Notes Pane. If the History Pane is not showing, click in the bottom pane. History The History Pane shows the complete history of the call from the moment it entered the Strata CS system.
  • Page 160: Incoming Call Indicators

    18-11. Other options for incoming calls The ViewPoint \ Call Alerts tab of the Options dialog box offers you other ways Strata CS can signal an incoming call. See “Customizing incoming call behavior” on page 18-16 for more information.
  • Page 161: 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 163 Supervising other users’ calls ........12-14 Using the Strata CS or eyeBeam softphones ......12-15...
  • Page 164: Placing A Call

    (for example, 011 in North America). Hyphens, spaces, periods and parentheses are allowed. The name or partial name of a user, contact, or contact company name. Strata CS searches all of the Contacts, Extensions, and Workgroups for a match. If only one match is found, the system places the call immediately.
  • Page 165: Using The Place Call To Dialog Box

    To specify an account code for the call, add a vertical bar character (|) after the number, followed by the account code. Press ENTER to place the call. You can also drag-and-drop items into the Dial bar, including a text phone number from another application.
  • Page 166 Another way to place a call to a user is to double-click the user in the Extensions list. Entering My Numbers You can store your own phone numbers in your Strata CS account, such as your home number or your mobile phone number. When placing, forwarding, or transferring a call, you can click and select one of your numbers.
  • Page 167 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...
  • Page 168: 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 169: Camping On A Busy User's Extension

    You can place a call to an extension, contact, or workgroup by dragging and dropping it either into the Call Monitor or the Dial bar. When dropped, Strata CS places the call using the default phone number or Internet dialing service.
  • Page 170: Using Dialing Services

    Use the following guidelines: Number For local calls, you can enter the number with or without the city or area code. Strata CS will automatically dial the number correctly based on the dialing service settings configured by your administrator. You do not need to enter the long-distance prefix as part of a long-distance number.
  • Page 171: Checking A Number If the IP address connects you to a remote Strata CS Server, you can append a user’s Direct Inward Dial (DID) number in the same manner, for example, You cannot append a user’s extension.
  • Page 172: Redialing Numbers And Returning Calls

    Use country code and area code dialing rules dialing rules that determine if a number is a local or long-distance call. Clear it to have Strata CS dial the number exactly as entered, as if you had dialed it on the phone. Click to close the Check Phone Number dialog box.
  • Page 173 Enter or select a number for the shortcut to dial. For instructions using this dialog box, see “Using the Place Call To dialog box” on page 12-3. Note: You cannot make a shortcut for a workgroup unless your Strata CS system administrator has given it an extension. Click .
  • Page 174: 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.
  • Page 175: 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 2-5 to add more parties to the conference.
  • Page 176: 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 177: Using The Strata Cs Or Eyebeam Softphones

    Using the Strata CS or eyeBeam softphones __________________ For instructions on using the Strata CS H.323 SoftPhone, see Appendix F. For instructions on using the eyeBeam SIP softphone, included with Strata CS, see Appendix G. 12. P 12-15 HAPTER...
  • Page 179: 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 180: 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 181: Archiving Voice Messages And Call Recordings

    This eases the performance burden on ViewPoint and the Strata CS Server, and you can still use the Archived Recording Browser to quickly review, search, and manage the recordings (see Appendix E).
  • Page 182: 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 Voicemail folder. For instructions on using the audio controls, see “Using the audio controls” on page 8-27. You can play the message or recording either over your computer's speakers or over your telephone.
  • Page 183: Replying To A Voice Message

    Then perform steps 3-5 of “To forward a voice message” in the Actions > Reply. previous section. You can reply in this way only to a message left by another Strata CS user. You cannot send a message in reply to a message left by an external caller. Note: Replying to a message sends a new message to another user's voicemail.
  • Page 184: 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...
  • Page 185: Deleting Voice Messages

    Associating a voice message from “Unknown” with a contact A voice message that appears from “Unknown,” means that Strata CS could not identify the caller as a Strata CS contact or user (Caller ID, if present, is still shown in the column).
  • Page 186: Marking A Voice Message Urgent Or Private

    Sharing your voice messages ______________________________ You can share your voice message folders with other Strata CS users, including your Inbox folder, your Deleted folder, and your Saved folder. You can also share any custom folders that you create.
  • Page 187: Managing Your Voicemail Quota

    Deleted folder and call recordings. When your mailbox is full, callers cannot leave you voicemail. They hear a message telling them that your mailbox is full. If you log on to Strata CS by using the telephone commands and your mailbox is nearly full, Strata CS prompts you to empty your Deleted folder.
  • Page 188: Sending A Message Directly To A User's Voicemail

    Sending a message directly to a user’s voicemail ______________ You can record a message and send it directly to the voicemail 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 189: 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...
  • Page 190: Stutter Dial Tone

    Click Message waiting light If your phone has a message waiting light that Strata CS supports, you can have it flash to indicate new voice messages. For analog phones supporting CLASS message waiting lights, you must enable the phone’s message waiting light to make it work (see “Enabling a message waiting light”...
  • Page 191 E-mail address(es) Strata CS to send notifications. Separate addresses by semicolons. To instruct Strata CS whether to attach the voice message to the e-mail as a .WAV file, select one of the following options on the dropdown list: Messages are not attached to the e-mail.
  • Page 192 You can also use the following special characters to add information to the page: I or i sends the Caller ID number (for an external call) or Strata CS extension (for an internal call). E or e sends the Strata CS extension that the caller dialed.
  • Page 193: Scheduling Notifications

    If you do not want to receive notifications 24 hours a day, 7 days a week, you can schedule notifications to occur at specific times only. For example, you can have Strata CS send notifications only during business hours or after business hours on work days. You can also set up custom hours.
  • Page 194 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 195 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 196: Managing Greetings

    “This is Steve. I’m not at my desk at the moment, but leave me a message and I’ll get back to you soon.” With Strata CS you can record and store multiple greetings and specify when you want Strata CS to use each one. For example, you can have a normal greeting for everyday use, another greeting for extended absences, and a third greeting for vacations.
  • Page 197: The Greetings Folder

    See “Using the audio controls” on page 8-27. The active greeting The active greeting is the greeting that Strata CS plays by default when callers reach your voicemail. Only one greeting at a time can be the active greeting.
  • Page 198: Greeting Hierarchy

    If the routing list being followed specifies a greeting, that greeting plays, overriding all other settings. If the routing list does not specify a greeting, then Strata CS uses the standard hierarchy for active settings. See “Active settings hierarchy” on page 9-12.
  • Page 199: 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 201 HAPTER HAPTER SING THE OLDER HAPTER ONTENTS The Call Log folder ..........14-2 Viewing a call’s history .
  • Page 202: 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.
  • Page 203 Custom data can be collected by IVR Plug-ins, auto attendants, or call center queues. Dial String Digits that Strata CS actually dialed over the trunk, which may be different than the digits Strata CS displays in a contact's phone number. For example,...
  • Page 204 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 205: Viewing Call Details

    Call ID The Strata CS ID number of the call, mostly for use by system administrators. The call ID number also appears in queue logs to identify the call.
  • Page 206 Number On incoming lines, Caller ID name and number, if available. On outgoing lines, the number dialed. On a call to or from another Strata CS user, this field contains <NA>. Number Type The type of number displayed in the Number column.
  • Page 207: Viewing A Call's History

    History history through the Strata CS system. You can see how the call was routed to you, and where it may have been in the system before coming to you.
  • Page 208: Taking Notes On A Call Log Entry

    When a Call Log entry appears from “Unknown,” it means that Strata CS was unable to identify the caller as a Strata CS contact or user. You can associate the call with a contact, so that the correct name displays and Strata CS identifies the contact on subsequent calls from that phone.
  • Page 209: Opening The Contact Record From A Contact's Call

    Displays a check for any call that was recorded automatically by a Queue Recording. Strata CS call center queue. If your calls are not subject to such recording, you do not need to show this column. To show columns, choose View >...
  • Page 210: Reporting On The Call Log

    . You must have Tools > Reports the required licenses to use the Call Center Reporter and you also must have permission to use it. See your Strata CS system administrator about installing and running the Call Center Reporter. Exporting the Call Log_____________________________________ For instructions on exporting your Call Log to a .CSV file, see “Exporting the Call Log”...
  • Page 211: Advanced Strata Cs Features

    Advanced Strata CS Features...
  • Page 213: 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 214: 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 215: Forwarding Calls

    You can also forward your calls using the telephone commands. See “Forwarding your calls using the phone” on page 5-9. Forwarding calls in ViewPoint The following two procedures describe how to use call forwarding in the Strata CS ViewPoint. To turn call forwarding on Choose .
  • Page 216 At this point most users can click to complete call forwarding. The following steps are for advanced Strata CS users. If you want to transfer calls using Centrex service or a remote PBX, check Attempt . See “Forwarding calls over Centrex or PBX trunks” on Centrex/PBX Transfer page 15-6 for an explanation.
  • Page 217 This option works only when calls are forwarded to an external number and when you have a voice title for yourself recorded. If you have not recorded a voice title, Strata CS ignores your selection of this option. See “Recording your voice title” on page 2-2.
  • Page 218: Receiving Forwarded Acd Workgroup Calls

    Attempt Centrex/PBX transfer add a routing list action. If this option is checked, Strata CS attempts to signal to the call provider to transfer the call on behalf of Strata CS. Incoming calls on other trunks that don’t support this feature are routed to the forwarding number in the usual way, using a second trunk.
  • Page 219: Using Routing Lists

    Using routing lists________________________________________ A routing list is a series of phone numbers that Strata CS dials when calls for you arrive. If you do not answer at one location, Strata CS proceeds to the next. For example, you can set up a routing list that tries you at your desk, then at your home, and finally at your mobile phone.
  • Page 220: 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 location.
  • Page 221 You cannot edit the Standard routing list. To have calls follow a different route, you must create a new routing list and make it the active routing list. The active routing list The active routing list is the routing list that all incoming calls follow. Calls can follow another routing list if you have created call rules for them (see Chapter 17).
  • Page 222: Creating A New Routing List

    , the actions of your routing list appear in the order that they will be completed. Actions Each action is a phone number at which Strata CS will try to reach you. Enter a name for the routing list in the field.
  • Page 223 This action directs calls to one or all members of a workgroup. Call a Workgroup. Usually this action is used only by Strata CS system administrators setting up an ACD workgroup. For instructions, see “Routing calls to workgroups” on page 15-14.
  • Page 224 You can select one of your greetings or , which System menu to try the next location offers the caller options (see “Caller options while following a routing list” on page 15-8). You can also click to create a new greeting. For example, a message might say, “The system will now try my home number to try to find me.
  • Page 225 Final action Description Transfer to an extension. The call is transferred to an extension that you select on the Extension dropdown list, for example, an operator, a coworker who handles your calls, or an auto attendant. The transferred call is treated as a new call to that extension.
  • Page 226: Handling Busy Station Calls Differently Than Calls Not Answered

    Note: Strata CS can detect a routing list action as “busy” only when it is a Strata CS station. External numbers and workgroups cannot trigger the “busy” final action. Using “Final action if the station is busy” and “Camp on station”...
  • Page 227: Using Greetings With Routing List Final Actions

    See “Using workgroups” on page 16-13 for instructions on creating a workgroup. To route calls to a workgroup as an action in an existing routing list Double-click the routing list in the Routing Lists folder. The Routing List dialog box for that routing list opens.
  • Page 228 To leave a message, press 1.” This is the text of the System Hold Greeting, a greeting provided with Strata CS for just this circumstance. You can also record your own version. See “Managing greetings” on page 13-18 for instructions on recording greetings.
  • Page 229 ONTENTS About contact management and Strata CS......16-2 The Contacts folder..........16-2 Managing contacts .
  • 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

    When public Public contacts contacts call your office, Strata CS identifies them no matter which extension or user they are calling. Public contacts contained in the Public\Contacts folder and can also be accessed via the Phonebook pane's Contacts tab, and by choosing .
  • 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 . Public contacts can be seen and used by all Contacts (Public) Strata CS users. All other selections create a private contact, which only you can see and use. Enter the appropriate information about the contact in the...
  • Page 234 Preferred telephone prompts Strata CS to use when it plays voicemail 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

    See “Customizing incoming call behavior” on page 18-16 for more information. Strata CS can also capture the names of contacts in the voices of the contacts when they respond to the call announcing prompt. Strata CS can then use those recordings as voice titles.
  • Page 236: Identifying Contacts By Name

    Each contact has a list of associated phone numbers called the Incoming Caller ID list. When a call arrives from one of those phone numbers, Strata CS identifies that contact. The Incoming Caller ID list can include Caller ID names as well as phone numbers. See “Understanding name and number on Caller ID”...
  • Page 237: Associating A Call Or Caller Id Number With A Contact

    Deleting a number from the Incoming Caller ID list If Strata CS wrongly identifies a contact as the caller, it is likely that the Incoming Caller ID list for that contact includes an incorrect phone number. You can prevent further misidentification by deleting the phone number from the list.
  • 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.
  • Page 239: Understanding Name And Number On Caller Id

    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. 16. M...
  • Page 240: Opening Contacts From Within Other Folders

    Caller ID, and the time of day of the call. Act! users can receive screen-pops without installing the CMA. You do not need to have the Strata CS ViewPoint installed to use the TAPI Service Provider or the CMA.
  • Page 241: Using The Strata Cs Contact Manager Assistant

    See “Importing and exporting Strata CS items” on page 8-28. 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.
  • Page 242 Create a routing list that distributes calls to the users in a workgroup according to the distribution algorithm you choose. Strata CS system administrators use this feature to set up ACD workgroups. See “Routing calls to workgroups” on page 15-14. For information about setting up ACD workgroups, see Strata CS Call Center Administrator Guide.
  • Page 243: Personal And Public Workgroups

    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

    The tab also appears in the Extensions section of the Place Call To and Transfer Call To dialog boxes. By default, Strata CS displays an Extensions list tab for the following workgroups: Any of your personal workgroups of which you are a member...
  • 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 voicemail 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 voicemail.
  • 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

    16-15. Strata CS users. Internal callers. Callers from outside of your Strata CS system. External callers. Callers from outside of your Strata CS system who are also not Unidentified callers. identified as contacts. 17. U 17-5 HAPTER...
  • 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 Custom Hours . The Custom Hours dialog box opens. 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

    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 . The check mark on the menu indicates that Tools >...
  • Page 257: Chapter 18. Customizing Viewpoint

    HAPTER HAPTER USTOMIZING OINT HAPTER ONTENTS About customizing ViewPoint ........18-2 Customizing telephone 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 Field See... \ Call Announcing Announce who the call is “The “call for” announcing prompt” on page 7-3 Screen and announce “Customizing or turning off call the caller ... announcing” on page 18-6 \ Station Features “Specifying your phone type” on Analog phone type (Internal analog page 18-5...
  • 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

    Click Recording a voice title A voice title is a short recording of just your name that Strata CS fits into its own recorded prompts. For more information, and for instructions on recording a voice title on the phone, see “Recording your voice title”...
  • 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...
  • Page 263 Direct Inward Dial (DID) number, or if a trunk line is routed directly to your 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.
  • 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 voicemail). 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

    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 the dial-by-name directory. Callers hear “Transferring to <your voice title> at extension <your extension>.”...
  • Page 267: Changing Ring Patterns

    On some systems, Splash ring 3 plays as Splash ring 2, and Short ring, Long ring plays as Long ring, Short ring. This occurs if your Strata CS Server uses Dialogic DM/IP Internet telephony boards, DI/SI or HDSI station boards, or DM/V conference bridge boards.
  • Page 268: Enabling And Disabling Voice-First Answering

    Enabling and disabling voice-first answering For an overview of voice-first answering, see “Receiving internal intercom calls with voice-first answering” on page 4-5. Use the following procedure to enable or disable voice-first answering from ViewPoint: Choose Tools > Options. On the Phone \ Station Features tab, check or uncheck Voice-first answering Click Customizing your hold music...
  • Page 269: Configuring A Digital Feature Phone

    Configuring a digital feature phone__________________________ If your station is supported digital feature phone, you can configure it in ViewPoint. For instructions on using the digital phone, including using line appearances, see “Using Toshiba digital feature phones” on page 4-12. To configure a digital feature phone Choose .
  • Page 270 For a description of PDNs and SDNs, see “Using line appearances” on page 4-12. To find which button on a phone corresponds to the button number in Strata CS, press the buttons on the phone. Unassigned buttons display their Strata CS button numbers in the phone’s LCD display.
  • Page 271 Several Strata CS commands are available to be mapped to a digital feature 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 272: Customizing Incoming Call Behavior

    Feature Description Redial Redials the last call received. Release Disconnects the call. Note that if another line appearance is ringing, hanging up the phone will connect you to that line, so Release gives you a way to hang up without taking the new call. Send to Voicemail Sends the call to your voicemail.
  • Page 273: Customizing Isdn Outbound Caller Id

    Caller ID number: Your outbound Caller ID number is whatever your system System default. administrator has set for the Strata CS system as a whole. The current setting is displayed in parentheses. Your outbound Caller ID number is whatever your system administrator Custom.
  • Page 274 Caller ID name: Your outbound Caller ID name is whatever your system System default. administrator has set for the Strata CS system as a whole. The current setting is displayed in parentheses. The name of your Organization appears as your Caller ID Organization name.
  • Page 275: Customizing Sip Accounts

    SIP account for the same SIP server, only one of the accounts can have this setting checked. Choose whether this is an external or local SIP account as follows: Choose to create a Strata CS-based SIP URI that other This is a local account SIP-using parties use to contact you. Choose...
  • Page 276: Customizing Voice Message Behavior

    Play a sound when a new message arrives Click The sound file played is Chord.wav, located in the Strata CS ViewPoint directory (by default C:\Program Files\Strata CS\Client). To play a custom sound file, name it Chord.wav and place it in that directory.
  • Page 277: Customizing Viewpoint For Operators

    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 voicemail. Edit your routing list to use the Pause final action, and the System Hold Greeting.
  • Page 278: 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 279 To show or hide columns in a ViewPoint folder: Choose . You can also right-click in the folder View > Current View > Show Columns 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 280: 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 281: Enhancing Viewpoint With Add-Ins

    The sample add-ins provided with Strata CS are located by default in C:\Program Files\Strata CS\Client\AddIns. You can create custom Add-ins using the Strata CS SDK's Add-in API, as described in the Strata CS SDK and API Programming Guide, located in the \Manuals directory of the Strata CS Master...
  • Page 282: Using The Reverse Phone Number Lookup Sample Add-In

    To add the Reverse Phone Number Lookup Add-in, follow the instructions in the previous section, and select the file TVReversePhoneLookup.dll, located by default in C:\Program Files\Strata CS\Client\AddIns). 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 283 Customizing the Desktop Alert Add-in To customize the alert behavior for new calls and voice messages, choose Tools > Desktop Alert Options . The Desktop Alert Options dialog box opens. To customize desktop alerts To enable desktop alerts for new calls or new voice messages, check the appropriate category.
  • Page 284: Using The Strata Cs Instant Messaging Add-In

    ViewPoint. Using the Strata CS Instant Messaging Add-in The Strata CS Instant Messaging Add-in allows you to type real-time conversations with other users who have the add-in enabled. For more information, see “Sending an instant message to an extension”...
  • Page 285: Other Customization Options

    Changing your Change the password page 8-7 password you use to log on to Strata CS Displaying the Call Bring ViewPoint to the page 11-5 Monitor folder front with the Call automatically Monitor showing when you place calls from ViewPoint.
  • Page 287: Appendices

  • Page 289: Appendix A. Telephone Commands Quick Reference

    Voicemail/Account menu......... . . A-6 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 6.
  • Page 290: Call Handling Commands

    Silent hold (stops menu until next keypress). Send a trunk Flash command to an external Centrex or PBX system rather than to Strata CS. Get an internal dial tone (dial a new call or use telephone commands beginning with *).
  • Page 291: Quick Call Commands

    This command is valid only after logging on to an account that has an assigned external station. Test the Internet connection between a VoIP Strata CS station and the Strata CS Server. After pressing *18 from the VoIP station, the system echoes back anything you say, enabling you to judge delay.
  • Page 292 Press # to connect. (See also *99.) Retrieve a parked call. Dial a Strata CS user by name. Manage your calls on hold. Log off from a remote session. Only available at a dial tone when logged in at a remote phone.
  • Page 293: Quick Call Commands For Call Center Agents

    Quick call commands for call center agents The following commands are available only for agents in a call center queue. Quick call commands Call as a queue. This logs your subsequent outbound calls as being placed by the queue, to keep track of which outbound calls are queue-related.
  • Page 294: Voicemail/Account Menu

    # # <your password> # If your voice mailbox is almost full when you log on, Strata CS prompts you to empty your Deleted folder. Messages in the Deleted folder count against your total space for voice files. For more information, see “Managing your voicemail quota” on page 13-9.
  • Page 295: Voicemail/Account Menu Commands

    Option 5 1 forwards your calls to the phone at which you are located. This phone can be a Strata CS extension or an external number. Using this command at a Strata CS extension logs you in to that extension. See “Placing outbound calls from shared stations”...
  • Page 296 Personal Status commands The commands shown in the following table are available after choosing from the voicemail/account menu: Personal Status commands log on and choose 6 1 from the voicemail/account menu Available Do Not Disturb In a Meeting Out of the Office On Vacation Available (Queue only) Available (non-Queue)
  • Page 297: 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 298: 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...
  • Page 299: Ending Your Shift

    Use the On Break personal status only to leave your phone during your shift. Making yourself unavailable by using other statuses, such as Available (Non-Queue) or Do Not Disturb, signals Strata CS that you are ending your shift (these statistics are reset daily).
  • Page 300: Working At Different Phones

    # <extension> # <password> # logged on, press to forward calls to their current location. Start the Strata CS ViewPoint. The Select Station dialog appears. Select the second logon option, Use station <x> to place and answer calls as <name>...
  • Page 301: Signing In And Out Of A Queue

    To sign in or out of a queue You must have permission to sign yourself in or out of queues. If you do not have permission, talk to your Strata CS system administrator about signing in and out. Using ViewPoint Choose .
  • Page 302: Receiving And Handling Queue Calls

    Actions > Take Call phone is on-hook, it rings to connect you to the call. After you are connected to a queue call, you can use any Strata CS call-handling features such as transfer, park, mute, and so forth. Note: Your queue calls are not shared, even if you are sharing your Call Monitor folder.
  • Page 303: Using The Call Monitor Tabs

    Note: You must have permission to see this tab. If you do not see it, see your Strata CS system administrator. The My Phone tab, which shows all the calls that are being handled by your phone, including any queue calls you have taken.
  • Page 304: Wrap-Up Time

    When you place calls as a queue, Strata CS treats the call as if the queue placed it. Other agents can see it in their Call Monitors, it can be monitored by supervisors, and statistics and reports can accurately reflect queue activity.
  • Page 305: Determining Whom You Are Calling As

    <Queue> Popping up caller information ______________________________ You can use the Strata CS Contact Manager Assistant to pop up information about callers that you have in another contact manager application. Callers must be contacts in one of the following contact manager or customer relationship management applications: Act! 3.0, 4.0, and 2000...
  • Page 307: 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 308: 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.
  • Page 309: Monitoring Queue Statistics

    You can have the Agents pane display statistics by day or by shift. Choose Actions > Show . For information about shifts, see the Strata CS Call Center agent statistics by day/shift Administrator Guide.
  • Page 310 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 311 No answer. The agent did not answer the last queue call. The queue does not send calls to agents in the No Answer status. Strata CS automatically removes the agent from No Answer status after a certain time based on what caused the No Answer status.
  • Page 312 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 313 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 Inbound Calls Number of incoming queue calls that the agent has participated in since the beginning of the queue's current display period, including inbound calls transferred from other...
  • Page 314 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 315 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 316 Queue Statistics Pane Avg. talk time Length of the average time that callers spent talking with agents. Calls to voicemail Number of calls that went to voicemail without being handled by an agent, as a result of callers pressing the key to leave voicemail. Total talk time Total number of minutes that callers have spent talking with agents.
  • Page 317 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 318: When Statistics Are Reset

    10-minute period. Statistics by shift At the end of the shift, as you defined it (see the Strata CS Call Center Administrator Guide). Note: When a call overlaps a reset time, some statistics for it will appear in the first grouping, some in the second, depending on when the statistic is counted.
  • Page 319: About Agents' Personal Status And State

    Distribution Order column. The distribution order of overflow agents is determined first by tier, and then within each tier by the queue’s distribution algorithm. For more about overflow agents, see the Strata CS Call Center Administrator Guide. C. S C-13...
  • Page 320 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 321 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 322: 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.
  • Page 323: 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 324: Managing Agents' Status

    Signing agents in or out using ViewPoint To use this procedure you must have the queue permission Monitor Queue statistics (see the Strata CS Call Center Administrator Guide) and the general Strata CS permission (see Strata CS Administrator Manual). Access Queues folder...
  • Page 325: Changing An Agent's Personal Status

    The Agents pane in the Queue Monitor folder Choose , and then select a personal status. Actions > Apply Personal Status For more information about how to use personal statuses, see Strata CS User Guide for ViewPoint. C. S C-19...
  • Page 326: Managing A Queue's Voice Mailbox

    You can also manage a queue’s voicemail using the telephone by logging on as the queue. When logging on, use the queue’s extension and password. For instructions on logging on and managing voice messages using the telephone commands, see Strata CS User Guide for ViewPoint. C-20...
  • Page 327: 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 328: About Participating In An Acd Workgroup

    This section covers instructions for working in an ACD workgroup only. For instructions on working in a call center queue, see Appendix B. 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 329: 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 330: 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. Such calls in Strata CS can be marked as calls from the ACD workgroup—not as calls from your extension—so that...
  • Page 331: Appendix E. Using The Strata Cs Archived Recording Browser

    ECORDING ROWSER The Strata CS Archived Recording Browser is a tool for listening to and managing thousands of mailbox recordings (voice messages or call recordings) that have been archived by Strata CS. You can search for recordings using a variety of criteria, edit or delete recordings, flag recordings for follow up, or restore them to the appropriate Inbox or other folder from which they were archived.
  • Page 332: Searching For Recordings

    . These can be different than your User Name Password Strata CS user name and password—ask your system administrator for the user name and password to use. Click If you are prompted to do so, navigate to the network location of the recording archive.
  • Page 333 Do one of the following: On the Basic If your search only involves the criteria shown on the Basic tab. tab, you can quickly specify commonly-used criteria, and anything you enter is treated as a partial search. For example, entering “617” in the field will Number return all records with 617 in that field, including “61755511212”, and...
  • Page 334 Basic Strata CS Server If your system archives mailbox recordings from more than one Strata CS Server, you can search all of the Servers, or select a specific Server from the drop-down list. Mailbox You can search all users’ mailbox folders, or select a specific user from the drop-down list.
  • Page 335 “From Or Nancy Jones OR Pete Smith OR Irene Orleans”. Field Field on which the search criteria is based. For a description of each field, see “Using the Call Log view” in Chapter 12 in Strata CS Administrator Manual. Select any of the following conditions. Condition E. U...
  • Page 336 Field Description Equals, Does Use to search based on the exact contents of a not equal field. For example, to search for recordings of calls from Kevin McDonough, add the criteria “From Equals Kevin McDonough”. Note that when you use Equals Does not , you cannot search based on part of the...
  • Page 337 Field Description Like Use to search based on wildcard characters that represent one or more other characters. Use a question mark (?) to represent a single alphanumeric character. For example, to search for recordings of calls from the 617 area code and 555 exchange, add the criteria, “Number Like 617555????”.
  • Page 338: Saving Your Current Search

    Saving your current search There are two ways to save your current search criteria in order to search using the same criteria at a later time: In the Search Archived Recordings dialog box, click Save As -or- In the Browser, click on the toolbar.
  • Page 339: Acting On Archived Call Recordings

    Notes. Monitor or Call Log. The complete notes appear in the Call Notes pane at the bottom of the Browser. For a call recording, Strata CS automatically adds information about the stations and/or trunks involved in the call. If you make changes to Call Notes via the Archived Recording Browser, those changes are included if you restore the recording to its original Inbox or other folder, but the Call Log notes remain unchanged.
  • Page 340 You can view Call Log details for all call recordings, and for voice messages Note: that were left by a caller via the Strata CS telephone commands. Internal voice messages will only have associated Call Log details if internal (station-to-station)
  • Page 341: Checking The Archive For Missing Audio Files

    Click on the toolbar to move the selected recording back Restore recording. to the mailbox from which it was archived. It also stays in the archive until purged. Click , one of the audio controls at the bottom of the Export recording.
  • Page 342: Importing A Recording Archive From Strata Cs 6.X

    The information in this section applies only if your system was upgraded from Strata CS 6.x, which stored archived recordings in .xml format. Perform the steps in this section to import an existing recording archive into the SQL Server database used by the Strata CS 7 archive service.
  • Page 343 ONTENTS About the Strata CS H.323 SoftPhone ....... . F-2 Defining the Strata CS SoftPhone as your external station .
  • Page 344: About The Strata Cs H.323 Softphone

    About the Strata CS H.323 SoftPhone ________________________ The Strata CS H.323 SoftPhone is included with Strata CS ViewPoint. If your system has properly configured H.323 trunks, the SoftPhone can turn your PC into an H.323-based voice-over-IP telephone. To speak and listen, you can use your PC's microphone and speakers, or a USB phone which will provide better quality.
  • Page 345: Softphone Requirements

    Defining the Strata CS SoftPhone as your external station_______ The Strata CS SoftPhone is included with Strata CS ViewPoint and you can use it as your Strata CS phone at any time. However, if you will primarily be using SoftPhone as your Strata CS phone, it is more convenient to have it defined as your external station (see “Using an external...
  • Page 346: Using The Strata Cs Softphone

    If your PC has more than one IP address, you can select a preferred IP address, or choose Use best IP address Click Once selected as your Strata CS phone, Strata CS routes your incoming calls to the SoftPhone at the selected IP address.
  • Page 347: Showing The Softphone Keypad Window

    Start Call Your SoftPhone connection behaves just like a Strata CS internal station, so you can dial Strata CS extensions directly. When placing an external call, you must use an access code (see “Entering account codes when placing calls”...
  • Page 348: Adjusting Microphone And Speaker Volume

    Setting call restrictions You can use Call Restriction tab in Options to make sure that your SoftPhone can only be called by sources you approve, for example, the IP address of the Strata CS Server's Internet span. To do so: From the SoftPhone keypad window (see “Showing the SoftPhone keypad window”...
  • Page 349: Keeping The Keypad Window Always On Top

    Click and enter an IP address (typically the IP address of the Strata CS Server's Internet span), then click to add that IP address to the list of approved IP addresses. Repeat to add multiple IP addresses. Click to remove the selected IP address from the list.
  • Page 350: Softphone Notes

    Chapter 6 of Strata CS Installation & Maintenance Manual. When using the Strata CS SoftPhone, if you switch to using a station or exit ViewPoint, Call Forwarding is automatically turned off so calls are routed to the user's regular station.
  • Page 351 Using eyeBeam with Strata CS........
  • Page 352: About The Eyebeam Sip Softphone

    If your system is configured to use only H.323-based Voip, the eyeBeam SIP softPhone will not work. Use the Strata CS H.323 SoftPhone instead. See Appendix F, “Using the Strata CS H.323 SoftPhone.” Note that the eyeBeam SIP softphone provides higher audio quality.
  • Page 353: Before Installing The Eyebeam Softphone

    The configuration procedure describes only those steps necessary for the eyeBeam phone to work with Strata CS. Other settings may be left in their default configuration. For information on using other eyeBeam features, see the eyeBeam documentation.
  • Page 354 Settings to open it again. Check This enables the eyeBeam phone to register with Enable this SIP account. Strata CS. Under , enter the following information: User details Enter your name as you want it displayed to callers.
  • Page 355 Enter the authentication credentials your Password/Authentication user name. system administrator provided (or leave blank if not required by your system). Enter the name or IP address of the Strata CS SIP Span to which this phone Domain. is registered, as provided by your administrator.
  • Page 356: Launching The Eyebeam Softphone

    <username>". In the Settings dialog box you should also see a submenu under Accounts with the name/address of your Strata CS Server. Launching the eyeBeam softphone __________________________ To use the eyeBeam softphone with Strata CS, do the following when you log on to ViewPoint: Click to expand the Logon dialog box. Options...
  • Page 357: Using Eyebeam With Strata Cs

    Note: When placing a Strata CS call that requires dialing an access code from an eyeBeam phone, you do not hear dial tone after dialing the access code. You can continue dialing the number and the call will be placed correctly.
  • Page 358 Hold button. To generate a Strata CS Flash command, press **. Mute Click the phone’s Mute button to mute the call. Click the phone’s Xfer button to perform a Strata CS blind transfer. Transfer To perform a supervised transfer, dial and use the Strata CS transfer telephone command.
  • Page 359 . Syntax: /Server:<Servername>. Example: /Server:Strata CS. Runs /Server ViewPoint against a specific Strata CS Server on your network. This is useful when you want to have one ViewPoint session using a Server other than the one your ViewPoint runs against by default.
  • Page 360: Using The /Station Command

    Syntax: ac=<code>. Example: ac=9. Specifies the dialing service access access code. code for Strata CS to use when placing calls to you. If omitted, Strata CS uses the default dialing service for your number type. Syntax: ext:<ext>. Example: ext:7601. Specifies a Centrex/PBX extension.
  • Page 361: Appendix I. Reporting Problems

    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 362: Reporting A Problem That Involves A Specific Call

    Because a problem report package can be large, after you send it to your Strata CS system administrator, you should delete it from your system to regain disk space.
  • Page 363: Index

    NDEX Symbols # (for options after leaving a voice message) Aastra phones configuring in ViewPoint #, to skip delay dialing extensions 18-5 with voice-first answering "& others" in Call Log 14-5 about * (to skip over a voice mail greeting) Archived Recording Browser * commands (table for call center queue agents) access codes...
  • Page 364 workgroups playing recordings E-10 monitoring, coaching, and joining calls purging recordings C-16 E-11 personal statuses for refreshing search results E-11 placing on and off call restoring recordings to Servers C-18 E-11 signing in and out running states, defined saving current search taking breaks searching for recordings using Extensions list tabs...
  • Page 365 answering calls with associate with contact 11-14 commands for answering disconnect 11-16 turning off insert audio 18-6 11-13 using with certain calls only mute 18-6 11-16 12-13 park call center 11-15 play caller’s name agent availability 11-16 put on hold agent workday procedures 11-9 put on hold while ringing...
  • Page 366 ignoring when forwarding calls using drag-and-drop 15-5 12-13 ignoring while a personal status is in effect using the phone 4-10 organizing by priority using ViewPoint 17-9 12-12 schedule conditions for declining 17-6 disabling call waiting for Call Rules folder 17-3 disconnecting without hanging up 6-11 11-16...
  • Page 367 to workgroups CMA. See Contact Manager Assistant 12-4 using dialing services 12-8 coaching using the phone agents’ calls C-16 using the toolbar’s dial field 12-2 users’ calls 12-14 using ViewPoint 12-2 columns while on another call freezing 18-24 with hands-free answering keeping on-screen during scrolling 18-24 playing audio into...
  • Page 368 copying and pasting ViewPoint items using the phone 8-19 5-10 creating items documentation 8-17 CSV files, importing and exporting double beep, as contact account code prompt 8-28 custom data, viewing drag-and-drop transferring 11-5 11-10 custom hours, for call rules drag-and-drop, in ViewPoint 17-7 8-19 cutting and pasting ViewPoint items...
  • Page 369 Flash FrontOffice 2000 during a call (table of commands) FWD button on status bar 8-12 sending to Centrex or another PBX 4-11 to put a call on hold using GoldMine using ** for at a remote phone grab-and-hold 11-8 with direct transfer grab-and-hold greeting, default text of 11-8 Folder List...
  • Page 370 Help, online hiding joining columns 18-22 agents’ calls C-16 toolbar buttons 18-24 users’ calls 12-14 window elements 8-12 hierarchy for active settings 9-12 hold L, special character in page strings 13-14 putting calls on using the phone line appearances, using 4-12 putting calls on using ViewPoint 11-9...
  • Page 371 music-on-hold, customized 18-12 muting page string, special characters for 13-14 a call 11-16 pager notification of voice mail 13-12 parties in a conference call 12-13 pages, placing My Numbers panes entering 12-4 Call 8-15 placing calls to 12-4 in Call Monitor folder 11-5 My Phone tab in Call Monitor 11-3...
  • Page 372 using the status bar button "Please say your name" prompt using ViewPoint about setting as default turning off 9-13 18-7 table of telephone commands to select popping up caller information viewing in Extensions list 10-2 Prevent Switching Folders command 8-16 personal status defaults, defined 9-12 priority...
  • Page 373 returning your last call 12-10 Reverse Phone Number Lookup Add-in 18-26 Queue Monitor folder ringback 11-10 18-9 Queue Statistics pane ringer queues changing pattern of 18-11 personal statuses for agents customizing duration of ringing 18-10 signing in and out turning off with personal statuses statistics by phone C-16 ringing phone, answering another...
  • Page 374 shared folders, viewing without receiving calls 8-26 shared voice mail, deleting supervising users’ calls 8-26 12-14 sharing folders support, technical 8-24 sharing stations synchronizing with Microsoft Exchange Server 13-7 shortcuts to dial calls System camp on greeting 12-11 15-14 showing System Hold Greeting 15-13 columns...
  • Page 375 one of multiple ViewPoint Web Access tips for Operators overview 11-12 using drag-and-drop accessing 11-10 using the phone visitor, logging on as using ViewPoint 11-10 voice files without talking to the caller first 11-8 importing and exporting 8-28 triangles in audio controls recording and playing 8-27 8-27...
  • Page 376 screening using the phone with call forwarding 15-2 screening using ViewPoint 11-7 windows, opening folders in new 8-14 sending a call directly to workgroups using the phone overview 16-13 using ViewPoint 11-7 answering another ringing phone within your sending all calls to 5-10 benefits of using 16-13...

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