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Strata Call Manager User Guide

1. TOSHIBA Strata Call Manager UG ACD Group Status Urgent Status Red Warning Status Yellow Strata Call Manager UG Strata CIX Using Companion Applications This section allows you to setup how ACD viewer changes ACD group status based on activity conditions Different colors represent the different status conditions of how busy is each ACD group Yellow and Red represent warning and urgent status levels respectively and can be specifically configured to decide when those levels should be reached ACD iewer Setup l ACD Group Status Motificatior SCM LED Miscellaneous Urgent Status Red Change to when Call Waiting gt Calls we 1 Calls OF none we OR Ho agents are available O Warming Status Yellow Change to when Longest Call Waiting gt Seconds J o Seconds e E Active Status Greer Occur when there are agents and calls but no waiting calls Idle Status Blue Occurs when there are agents but no calls Disabled Status Black Occurs when the ACD group is Disabled Save Cancel This is the highest level status of a queue and should typically be reached when the load or conditions in the ACD queue indicates a problem that needs attention You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Red In addition to these two conditions this status will automatically be reached whene
2. When needed enter additional information on the Custom 2nd Line ie oS D Click the Save button when done The status message will appear on the DSS keys throughout the system Turning Off DND or Message Only 1 Click the 4 5con button to bring up the Set DND or Status Message window 2 Click the Msg Off radio button to remove either DND and or the Status Message TOSHIBA 15 Strata CIX Using Strata Call Manager Features 16 Viewing Extra Call Information Strata Call Manager has the ability to attach retain and display extra information taken on a call This could include information input by an IVR added attached information by the Call Router attached from a database or added by any user who handled the call This information is retained with the call as it is transferred about in the phone system The following Call Info icons are displayed in the Calls window or LCD Display to indicate the presence of additional information The icon changes color depending upon the information available a a No call information attached to this call a Normal call information attached to this call la At least one field of priority call information is attached To View Call Information Right click the Call Info icon a on the right side of the Call key for the desired call This wndow can contain many different fields depending on your configuration and the call information attached Note These
3. Make Call Button Click the Make Call button to dial the number shown in the Dial Buffer Dial Buffer and Redial Type a number into this space and press Enter or click the Selection Dial button to the left of the box Click the drop down arrow to view the last 10 outside phone numbers you dialed Select a number from the drop down and press Enter or click Dial to redial that number You can even Copy Paste phone numbers from other programs into this window to dial You may also include letters in the dial number Strata Call Manager automatically converts the o to the matching numbers on the telephone keypad i e 1 800 IFLYSWA Volume Controls These buttons control the volume when the VolP audio interface is used Audio Control The audio control is your line button with a status indicator for that line when using the VolP audio interface Right click the button to see the Audio Configuration menu Recording Button amp The indicator light works in conjunction with OAISYS Indicator Tracer and OAISYS Auto Call Record Users with appro priate permissions will have this indicator on their Strata Call Manager If the light is red this means the user s call is currently being recorded If the light is gray it is not being recorded The user can click on this button and select Start Recording to initiate recording of the call If the call is being recorded the user can click on the button to terminate the recording
4. Manual On screen Dialing 1 Click within the dial number box and enter the number from the keyboard shown below 2 Press Enter when done to start the number to be dialed Q 1 4 TOSHIBA trtalal Merager Home Actions Preferences Tools amp Hold sao noe eea Dial Number Box ey Transfer sas DialPad 2 OND Off Volume Up Answer Fa HangUp Make Cal 4 Volume Down Phone Audio Re dial a Recently Used Number 1 Pull down the list of numbers in the dial number box and select the number to dial 2 Click the Make Call button to dial Strata Call Manager UG TOSHIBA 11 Strata CIX Using Strata Call Manager Features 12 Answering Calls Using Strata Call Manager Dialpad 1 Click the dialpad button ses to expose the dialpad 2 Enter the number to be dialed including a trunk access code the call will proceed automatically once a valid number is entered Hot Key Dialing 1 Highlight a telephone number in another application 2 Using the keyboard press the key combination assigned for Hot Key Dialing The call will proceed dialing the number highlighted Using Drag and Drop e Use the mouse to drag and drop a call from either the Call History or Contacts tab list into the LCD Display window The call will proceed to dial Using Contacts Personal Speed Dial List 1 Click the Contacts Companion tab to open the contacts page and navigate to a Directory or Group 2 Make a selection from the listing and d
5. e Event Importance Select to match the Outlook Calendar Importance options Any Low Normal or High e Subject Select either Any or Matches this Subject For making the match enter the text for the subject to match See Like Matches and Unlike Matches for use of wildcards Note Outlook Calendar may also send a Tentative status setting which is treated using the Any setting Strata Call Manager UG TOSHIBA 79 Strata CIX Personal Call Handler Like Matches Unlike Matches 80 When you design a Rule to trigger using a Specific Number for the CallerlD number or Account number or on a Specific Name for the CallerlD name you can design the rule to either search for an exact match or a LIKE match A LIKE match simply uses wildcard characters in the string that you specify to accept a range of values The following wildcards are available 2Any single character Zero or more characters Any single digit 0 9 Example 1 To trigger on any caller from your area code 602 Set the Specific Number on Caller ID Number to 602 Example 2 To trigger on any caller from your local office code 496 Set the Specific Number on Caller ID Number to 602496 Example 3 To trigger on any caller with a caller ID name starting with C Set the Specific Name on Caller ID name to C In addition you can precede any of the search strings with the characters lt gt to request all matches that aren t equal o
6. x E 20 5 G General as Advanced Home Actions Preferences da Add Tab me 3 Dialing Hot Keys Y Update Tab x E Docking EN SkinEditor X Delete Tab Sey Tab Settings Preferences has a number of settings for making Strata Call Manager work and look the way you choose To access Preferences click on Preferences tab The settings in Preferences are divided between four tabs each defined below Note Depending on your configuration you may not be able to change the Preferences in which case you should check with your System Administrator TOSHIBA 21 Strata CIX Preferences General These settings control how Strata Call Manager interacts with other Windows based programs and how it should react when calls ring or are being dialed Extra Call Information can be enabled and content to be displayed defined as well as details for Microsoft Outlook Integration when used 4 Setup Preferences General Dialing Docking Advanced User Preferences Extra Info Screen Pop Up on Call Ringing M Pop Up on Call being Dialed ei ea Always on Top Low Profile MobileUser Configuration Disable Ribbon Key Tips MS Outlook Integration Call History Audible Message Waiting if Enable Call Logging iW Enable Sound Test Call Types Sound File E All New Maill wav f Intercom only Outside only AL onl User Preferences e Pop Up on Call Ringing Check this option if you d like your Strata Cal
7. Check the box and specify the time in seconds when no response is seen when a new message arrives This will tell Chat to notify the caller of no response after a certain length of time The response message returned is User didn t respond e Play Wave file Check the box to play a WAV file each time a new message comes in Click on Browse to specify a different WAV file You can test your WAV file by clicking on the Test button Beep on Each New Line Received Check the box to have Chat beep each time a new line arrives into the conversation Click Test to verify operation e Timestamp Each Line Check the box to show a time stamp Message Box each time a new message is received 118 TOSHIBA Strata Call Manager UG Strata Call Manager UG Strata CIX Using Companion Applications On Incoming Broadcast Message e Normal Message Check box next to Play Wave file to allow playing a WAV file each time a new broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name e Urgent Message Check box next to Play Wave file to allow playing a WAV file each time an urgent broadcast message comes in You can click on Browse to specify which WAV file you want to play You can test your WAV file by clicking on the Test button below the file name Response Buttons Tab The Response Buttons are a
8. comma delimited text file format can operate with the Dialer Similar to the MS Excel file those files can then be dragged dropped or automatically imported into the power dialer Goldmine Export The Goldmine contact management software provides a way to setup re usable filters and export formats as well as a way to add a Dialer export button on the Goldmine screen Using these features and the automatic import feature of power dialer described above it is very easy to send a list of Goldmine contacts directly to the power dialer to be dialed Configuration The Dialer provides some configuration options for the user To view or Settings change the configuration right click on the icon in the upper left corner of the main screen and then select the Setup menu option This will bring up the Setup window as shown below Dialer Setup Place Calls While in Do Not Disturb No fe Yer Delay Between Calls Seconds Play Sound leady to Pl No hen Ready to Place Call 7 E f Sound fle Bay Browse Delay Before Requesting Call Result 1 Seconds Clear Out Completed Calls Daily r Overdue Calls Calls are Overdue if more thar 30 minutes past due if Place Overdue calls before Due Now calls Remove Overdue calls more thai 14 days past due Auto Export Results of Call Attempts m Which Calls All Call Attempts Only Completed Call Export to file DialResult CSV Browse Export File
9. il diately Calendar Status Event Importance pl e Any if Any Group Meeting Broadcast Free C Low Check Ach rl Busy Wormal ECE Cran Out of Office O High b fter fo Seconds Subject c 150 Aone Matches this Subject Check Action Group Meeting Add Action Delete Action Export Rule OK Cancel Strata Call Manager UG TOSHIBA 127 Strata CIX Using Companion Applications Dialer The Dialer allows Strata Call Manager users to easily schedule phone calls to be placed later For example when a sales representative arrives in the morning he may know he needs to make calls to 15 of his customers so from MS Outlook he can drag drop the contact information of all 15 of the customers into his Dialer When the designated time arrives for each call to be placed the user will be presented with a pop up screen alerting him it s time to place the call Once the call is finished the user will be presented with another pop up screen requesting information about whether the call was successful and if not whether it should called again later for example if the party was busy The Dialer tab displays all calls yet to be placed as well as calls that have recently been completed plus as the status of the dialers and the phone This information is shown on the main screen similar to the following ACD History Chat Contacts Browser Dialer Buttons 1 Buttons 2 Butt 4 p 8 Setup
10. A number of shortcut keys allow you to use the keyboard in place of the mouse to control Strata Call Manager The list of Shortcut keys can be found using the menu selection Setup gt Shortcut Keys Note The F1 key is the HELP key a can be pressed at any time to access the Help document 4 TOSHIBA Strata Call Manager UG Expanded View Strata Call Manager UG Strata CIX The Grand Tour In Expanded view the Strata Call Manager is enlarged beyond the compact view to provide the user with additional buttons indictors information to manage multiple simultaneous calls and to access many other features The follow describes the additional items in the Expanded view A amp 1 q TOSHIBA Strata Call Manager 2 EX gt Home Actions Preferences Tools es 57 E 0 a Hold Qu FWwOOF Ef Speaker ws Transfer BBB DialPad ES DMD OFF Se volume Up AnSWer Fs Hanglip 4 Make Call 4 Volume Down Phone Audio 105021 10 11 AM Thu Dec 3 No Cale ie ae z mad E 0 l f p 0 y Cia DT 205 Chat DND r ee TEE Viewer Buttons History Contacts Chat Dialer WebBrowser ag EH Group 10540 Queue 210540 Enabled until 05 00 Ft Group 777 Queue s777 Enabled 2487 H 889 Queue 889 Enabled 2447 Streamline Button Used to change Strata Call Manager back to its Compact view Calls Window This window displays that status a
11. ACD 0 Total Calle lt E Available Agents 27 LOW 2L Idle Status Blue Display same message shown on Active Status Save Cancel Select the appropriate check box to indicate whether or not you d like to display a message when each ACD Group Status condition has been met Enter the text you d like to display for the Urgent Warning or Background Messages Enter the text exactly as you d like it displayed in the Strata Call Manager Use the following tokens to represent ACD Group information G ACD Pilot Extension L Longest Waiting Call W ACD Group Name Percent Sign Q of Waiting Calls Z Calls per agent Y of Agents Available C Total Calls X Total Agents G Urgent Message Q Waiting Calls Longest Waiting Call L TOSHIBA 103 Strata CIX Using Companion Applications Miscellaneous If on your system each Agent ID is the same as his her PBX extension you should enable the PBX extensions correspond to Agent IDs option That is agent ID 100 uses PBX extension 100 agent ID 105 uses PBX extension 105 etc With this type of installation you will be able to place a chat call or chat broadcast message to an agent even when he she is not Logged In to an ACD group ACD iewer Setup PE PBX extensions correspond to Agent IDs Save Cancel Using ACD Viewer This section describes how to use the ACD Viewer for both agents and
12. DID Name lt none gt lt none gt zi FiDi Fr From RECFHAME PO Copy Cancel Modify Gall E Agent Hame Copy DNIS Humber Copy Outlook New Contact Lookup Add Journal ACD Call Priority Copy Preferred Agent Cop Divert Call To Copy mail Box Update Standard Call Information window Extra Call Information window a Add Edit Action Mame Popup Info Screen Popup Call Info Screen Screen Type Type ge geeen Popup Call Info Screen Extra Info z E opup Info Screen Save Cancel When Always Any Info Attached Any Priority Info Show Test Screen Type Standard Info Extra Info Save Cancel Show Test e Popup Info Screen Type Choose either Standard Info or Extra Info When Extra Info is selected choose when the popup will occur Always Any Info Attached or Any Priority Info Strata Call Manager UG TOSHIBA 57 Strata CIX Actions Popup Phone _ This action causes a popup Restore of the Strata Call Manager screen from Screen anicon Add Edit Action S x Marne Ph 5 SIZE Popup Phone Screen a a Last Size Used Type Small Popup Phone Screen Large Save Cancel Show Test Phone Screen Size Select the size for Strata Call Manager s main screen The choices are to restore to the Last Size Used Small or compact view or Large or expanded view When Strata Call Manager i
13. O E H i BA Business Communications Division Leading Innovation gt gt gt Strata cix Strata Call Manager User Guide January 2012 Important Toshiba Business Communications Division sells its products through Authorised Dealers Our Dealers are certified in Sales and Technical Training for Toshiba products and focus on providing the best possible customer experience Dealer services include network assessments product recommendations installations and ongoing technical and sales support Before making any changes or updates to their Toshiba Telecom product hardware or software Toshiba advises Businesses to contact their System s installing Dealer or an Authorised Toshiba Dealer in their area To locate a Toshiba Telecom dealer visit www telecoms toshiba co uk Publication Information Toshiba Information Systems UK Ltd Business Communications Division reserves the right without prior notice to revise this information publication for any reason including but not limited to utilization of new advances in the state of technical arts or to simply change the design of this document Further Toshiba Information Systems UK Ltd Business Communications Division also reserves the right without prior notice to make such changes in equipment design or components as engineering or manufacturing methods may warrant It is intended that the information contained within this manual is correct at the t
14. When Recording is active on Strata Call Manager When ACD is available on some PBXs ACD Option ACD HELP ACD PU SET WORKUNITS TOSHIBA Strata Call Manager UG Transfer Call Strata Call Manager UG Strata CIX Actions This action causes the active call to be transferred to another phone directly to a specific Voice mailbox or to an outside phone number i e 9 4969040 a Add Edit Action x MENE Transfer Call T fer Call ransfer Ca lt m YPE Transfer Call Mbox Save Cancel Show Test Transfer To Enter an extension number or outside number to be called Transfer Mbox Enter a mailbox number if going to a Voice Mail number TOSHIBA 65 Strata CIX Actions Action Variables Strata Call Manager uses variables to provide information to actions Strata Call Manager replaces the variable token code with the appropriate value when the action executes For example P becomes 01932850001 when you receive a Call from Toshiba Call Variables Refer to the table below for call variables and their values Variable information Call Direction In or Out E This Strata Call Manager s Extension Number Can be used for Primary DN or Secondary DN when using Set DND Action Call Forwarded from Extension number DND Message when phone is in DND Can be used for Pri mary DN or Secondary DN when using Set DND Action Calling Number hyphenated type 1 format def
15. i O 009 11 25 Mon 09 24 10204 DOT 204 00 00 16 iT 2009 11 23 Mon 09 24 710302 00 01 09 SO 2009 11 23 Mon 09 24 10204 DT 404 00 00 25 l 009 11723 Mon 09 43 10203 00 19 17 l 2009 11 23 Mon 11 03 10204 OT 204 00 00 17 l E 2009 11723 Mon 11 04 10302 00 07 08 O 009 11 23 Mon 11 04 00 00 28 aye Pages Buttons In addition to the other toolbar icons you can use the First Page Previous Page Next Page and Last Page icons buttons to navigate between the various pages Call History creates Pages when the call log exceeds a certain number of Call records to improve performance The Last page contains the most recent calls e Call Information Each call in the call history appears as one line in the Call Display area The column headers indicate what information is shown in each column e Column 1 Icons Indicates whether or not a call is an incoming call or outgoing call arrow pointing right incoming arrow pointing left outgoing and the call is answered or not Green answered pink not answered e Year Day Time Shows the date and time that the call completed not started This column also includes the day of week for the first call of each day e Phone the phone number you dialed outgoing or the CallerlD Number ANI incoming e Name The name of the person you called based on Outlook or who called you based on CallerlD e Dur The Duration or length of time t
16. supervisors Collapsed View The ACD Viewer starts out with a collapsed view of each ACD queue This takes up very little screen space but still provides a high level status of each of your ACD groups That is the ACD Status View window displays one line for each of the ACD Groups of which you are a member The ACD Group Name Queue Number and Status Enabled or Disabled are displayed If the queue is on a schedule the time the queue will be enabled disabled by the schedule is displayed Each ACD queue has an activity LED that changes colors based on the status of the queue Gray Idle no calls active or waiting and at least 1 agent logged in and available Green Active at least one call active but no calls waiting and at least one agent logged in and available Yellow Warning Default one call waiting and at least one agent logged in But this threshold is configurable Red Urgent Default Two or more calls waiting OR no agents logged in and available But this threshold is configurable 104 TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications Black Disabled the ACD queue is disabled either by a supervisor or by being after hours in the schedule To expand the information on an ACD group simply click on the Plus sign next to the status icon Other things you can do to a queue via right click menu include Chat Broadcast Send a broadcast chat message to all agents and
17. 850001 the last part of a number 850001 or the first part of a number 01932 to find all matching calls You may also use wild cards such as 01932 001 and 01932 850 Names Choose All for calls to from any name including blank names Use the Starting with option to limit the search to calls with a specific name Enter an entire name Jack Jones or just the first part of a name Jac The name search is NOT case sensitive Account Codes Choose All for calls with any or no account code Use the Starting with option to limit the search to calls matching or starting with a specific account code For example 123 returns calls with account codes 123 and 123xxx TOSHIBA Strata Call Manager UG Strata Call Manager UG Strata CIX Using Companion Applications 3 Press the Search button to find the calls on the current page that match ALL of the selected options Call History will update the Calls counter and Call Display area on the main screen F Call History Filters x Call Direction In amp Out In only Gut Only f alk C Today Suunn Last 12 days Since 2 10 2005 Phone Numbers al Matching 480 Mames al amp Starting with Account Codes All Starting with Search Clear Filters Cancel e Search Button Finds the calls on the current page that match ALL of the selected filtering options e
18. Access Chat Click the Chat tab on Strata Call Manager The following screen will display ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt Group Mame Extension Status fe Everyone 9 Julie Glidewell 106801 Online 2 katz 133351 133351 Online Be Larry Meyer 103680 Offline 2 42 Es 3 Mauve Watson 106810 Online i Mike Patton 103782 Online ES Nestor Voip 132600 Offline 11 5_ K Pete Ambriz 103399 Online A Rodney Roeber 103091 Offline z 108 TOSHIBA Strata Call Manager UG Strata Call Manager UG Strata CIX Using Companion Applications To Place a Chat Call 1 Choose whom to send a message to by expanding a group in the main Chat window If someone has logged out of Strata Call Manager Chat the icon will appear in gray and it will show Off Line and the date and time they went off line You cannot place a chat call to someone who is off line The offline time is the last known offline time If SCM was not running and a user went offline the offline time will not show Note If you do not want to receive a Chat response you can send a Broadcast Message You can receive a response to a broadcast by selecting the Give Chat Back option in the broadcast dialog 2 Double click on the person with whom you wish to converse or Right click and choose Chat Call from the menu This will bring up a Silent Message Conversation window which is used to send and receive m
19. Clear Filters Button Resets all filters to Off Press Search to re load all Call History record Or select new filter settings and start a new Filter search e Cancel Button Closes the filters screen with no update to the Calls Display TOSHIBA 97 Strata CIX Using Companion Applications ACD Viewer 98 The Strata Call Manager ACD Viewer program allows Strata Call Manager users connected to Strata ACD to view the status of all ACD groups in which they are members It shows the operating status of each group and as the group becomes busier it changes colors and can provide warning sounds to alert you of status changes You can expand each group view to see the number of calls and the status of each of the agents and supervisors in the group Each group contains a My Status icon showing your own status in the group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status The ACD Viewer is fully integrated with the Strata Call Manager Chat so you can easily place a chat call to a supervisor or another agent by simply right clicking on that person s icon Plus you can broadcast a chat notification to all agents and supervisors in the group ACD Viewer appears by default as a companion application tab Note Strata ACD must be operating in Enhanced Mode for ACD Viewer to be used A 2 TOSHIBA Str ta Cal Manager E Home Actions Preferences Tools 57
20. Data Toshiba Strata Call Manager folder Each rule created can be saved as a file for backup purposes and copying to another PC to allow the same rule to be used by other users TOSHIBA Strata Call Manager UG Export Rules Importing Rules Strata Call Manager UG Strata CIX Personal Call Handler Once a rule has been designed exporting the rule is recommended to provide a backup copy and that file can be copied to other Strata Call Managers To export a rule you will need to be in the Add Edit Rule screen and click the Export Rule button Pressing Export Rule copies the details of the rule into a special file named xx RUI where xx is a number assigned by the system corresponding to the rule number i e 2 ACl The file is exported into the user s application data folder typically C Documents and Settings lt user name gt Application Data Toshiba Strata Call Manager In order to identify the file more easily you may then want to user Explorer to rename that file to something more appropriate i e PLAYBELL RUI When renaming a rule file always limit the file name to 8 characters prior to the RUI extension This file can then be copied to another PC to give a copy of the rule to another user of the Strata Call Manager Leaving a copy in this folder will provide a backup copy of the rule that will be loaded at startup of Strata Call Manager if that rule had been somehow deleted in the Personal Call Handler Rules List se
21. Dynamic Info Fields Change C Show Always f Show if Non blank Remove C Never Show ln Add Change Field Ed Field Name CalledIDNum Save Description DNIS Number Cancel Field Type le Parameter C Long Text Priority Action Button Regular f Default C User Defined C High if Field has Info Action Mame C High Always E User Can Edit Field Button Label jf Yes f No Okay Cancel To Add or Change a Static Info Field e Field Name Select from the pre defined list of fields or create you own field name This name must match exactly the information field where the information is held Strata Call Manager UG TOSHIBA 23 Strata CIX Preferences 24 MS Outlook Integration e Description Enter any description you desire to mark this field e Field Type Each field can be selected to be either a fixed parameter 1 line or long text multiple lines fields e Priority The field priority selected will mark the color of the icon attached to the call e User Can Edit Field This determines if this field can be changed or fixed e Action Button A button can be defined to use trigger user defined Action The Action Name must match exactly the name of the Action defined in User Defined Actions e Dynamic Info Fields Allows the choice of when these fields will show provides a large set of fields which are automatically filled i
22. E 63 Actions List 10 Screen Pop ACT 2000 hi ello New Action mi Copy Action Edit Test Action lt Delete Action Actions List 10302 10 25 AM Thu Dec 3 ACD x10540 Total Calls Mo Calls es es Chat DMD E ei ae y dy P a H Calle 1 Actve 04 alting El 1 Agents 10 Idle O Busp 3 UnA vailable 5 Logged Off itu My Status ID 107 3 Idle Logged In EAS Group 777 Queue 2277 Enabled 2447 H 889 Queue 889 Enabled 2447 The ACD actions can be used to Log In Log Out to from ACD groups Going temporarily unavailable and an ability to end wrap times can be part of the features available Additional Call Center features are possible using User Programmable buttons TOSHIBA Strata Call Manager UG Logging In or Out Strata Call Manager UG Strata CIX Using Companion Applications e Click the Change Agent ID icon to open the ACD Login Logout window a SCD Login Logout by Agent ID LOGGED In to LOGGED Out of Group Agent ID Group Log Gut gt gt 10540 10540 Group 10540 Note The right list box shows available groups for the identified agent number The left list box shows groups currently logged into To log into or out of one or more groups 1 Highlight the group name s in the right hand box and click lt lt Log In If your Agent ID is listed as a Supervisor then the Supervisor Take Calls check box will be offered on your sc
23. Link did not find a match or was not active X name Extra Call Info Field i e X Notes The name of the field must be in double quotations For a list of field names in your system go to Preferences gt General Tab gt Extra Info button Add and use the pull down list for fields available on your sys tem Y Y Contains the Outlook Unique Identifier if Outlook Link found a matching record in Outlook Call Status Ringing Talking etc Note Insert x following the character to restrict the variable value to the first x or leftmost characters Insert x to restrict the variable value to the last x or rightmost characters For example to pass the first 8 characters of the Calling Party Name enter 8N To send the last 4 digits of the Calling Phone Number enter 4P Strata Call Manager UG TOSHIBA 67 Strata CIX Actions System Variables Strata Call Manager also uses System Variables for Action parameter strings such as Date and Time They can also provide some control over text logging actions with Carriage Return Line Feed Tab and Random Numbers for file names Note Many System Variables duplicate the Action Variables to provide increased compatibility with legacy applications and 3rd Party Application Notes _ Variable Information ___ RA Account Number PBX Call ID Insert a Carriage Return character NS ie nee eee aD Insert the Date in format mmddyy amp
24. Matches and Unlike Matches for use of wildcards e Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in Strata Call Manager UG TOSHIBA 73 Strata CIX Personal Call Handler 74 the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Call Answered Whenever a call is answered on the phone Call Type Select the call type for the ringing call 2 Conditions IF these Conditions are True Call Type Extra Info f Any IC only CallerID Mame C Outside Only Mone Required 15 Present Call Direction r a Any Incoming Is Missing Is This Value Outgoing Only siz Caller ID Humber None Required Account Code Carr Number None Required C Blocked Missing Any Number E Is This Is Missing e O Is This Is Mot This C Te Mot This Call Direction Select the direction of the call to be triggered Caller ID Number Select a Caller ID number For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unli
25. Show Test _Stow Test_ Choose Forwarding Select from the drop down list the forwarding action to use Destination Define the number for the destination of the forwarding This is left blank when using Forwarding Off TOSHIBA 63 Strata CIX Actions 64 System PBX Command This action can be used to send appropriate OAI commands to the PBX to perform functions For example you could have an action that sets your DND message to UNAVAILABLE using the following N 16 You could then set this action to run each time you shutdown your phone a Add Edit Action Mame Send System PBS command System PBX Command Type Systemi PBS Command System PBX Command RECORDEKMARK Bookmark Text gave Cancel Show Test System PBX Command Select from the list of available commands and edit the variable values Shown in quotation marks as needed The commands available are as follows ANSWER CONFERENCE DIALxxxxx Where xxxxx is the number to be dialed Digits 0 9 A is a pause and is a hook flash Parenthesis semi colons dashes and spaces are ignored thus 01932 829040 can be entered HANGUP HOLD MODIFYCALL Recommend using Modify Call Information or Field Value Attach Acct Code action TRANSFER Recording Option RECORD RECORDBKMAKR Substitute your bookmark text for Text Text RECORDSTOP Recommend using Transfer Call action
26. The available columns include e Date this column shows the date the call is to be placed or when the call was completed e Time this column shows the time the call is to be placed or was completed e Status the status of the call If this is blank the call is not due yet Other status values include e Due Now The time has arrived for this call to be placed e Overdue This call has not yet been placed and it is overdue e Done This call has been completed e DISABLED This call is disabled It will not be placed until it is enabled e In Progress This call is underway e Name the name of the person to be called e Phone the phone number to be dialed e Account this shows the account code if any for this call Often an account code is used to indicate something about the call like the customer ID the result code of the call i e order was placed needs follow up unable to reach party was busy etc This account code will be attached to the call when this call is placed e Subject this column shows the subject of the call This information can be added changed up until the call is placed at which time this information is attached to the subject field of the call e Last Result If the call has been placed and it is either successfully completed or will try again later this field shows what happened on the last attempt The user chooses these result values aft
27. UG Strata Call Manager UG To use view Presence Status The Presence status shows the status of users such as Idle Busy etc Strata CIX Using Companion Applications ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt _ Ao T AE ae ve Directories CIX Directory My Groups RC Group System Groups Name Number AN P PAD 103161 DAVID FRIDLEY 104126 DENNIS BALL 103712 Eric Abing 133510 GWEN NORTH 10379 HENRY TRAN 152368 HUGH LE 102723 Kat Yamaguchi 133351 Type Station Station Station Station Station Station Station Presence Status idle Idle Busy Idle idie idie idie Status Message In Meeting Global In Meeting Updat Chat Online Online Online gt Ww e Right click the member to start Chat or call the person through Strata Call Manager The binocular icon on the top left provides menus such as Sort or Icon view as well as Help TOSHIBA 93 Strata CIX Using Companion Applications History 94 i ig 0 gt Strata Call Manager automatically creates a log of calls dialed and received on the local telephone extension This Call History provides the user with a valuable log of his or her phone calls VIEWED Buttons History Contacts Chat gt Dialer WwebBrowser lt Y GB Calls 159 in Outi Incoming Outgoing Missed Paae Buttons Year Day Time Phone Mame Dur Acct
28. You can select a call and then use your mouse to drag and drop it to either the Call window or the LCD Display to start the dialing of that number e Drag and Drop to Create Speed Dial Button You can select a call and then use your mouse to drag and drop it to a Strata Call Manager button e Drag and Drop to Add to Speed Dial List You can select a call and then use your mouse to drag and drop it to your Personal Directory e Additional Options Right click on the entry to access a menu of other functions Note e Call Now Dial the phone number using Strata Call Manager e View Info Provides a read only view of all of the information about the call including the Notes You cannot change this information you can view and copy paste it to other applications Yiew Call Information Gg Date Time 2005 03 16 14 11 Done Time 14 11 ELLE Dirt yk Phone 480 496 9040 Marne Computer Telepho Dur ooo a Ans PE Acct Code lOO O O S Type kooo ac Motes e Lookup in Outlook Look up the telephone number in Microsoft Outlook and open any matching Contact e Listen to Call When the Tracer Integration is provided this button provides a link to Replay to allow the recording to be played back TOSHIBA 95 Strata CIX Using Companion Applications The following functions are available on the toolbar Find Similar Calls Filter icon Enables the Filters opti
29. all PCs that need that action These are also useful to overcome a user accidentally deleting an action since they can have a copy of that file on their PC when they exit and restart Strata Call Manager that action will be restored TOSHIBA 69 Strata CIX Actions 70 Testing Actions While in the Add Edit Action screen a Show Test Hide Test button is offered Pressing this button when it is titled Show Test will expand the window to a set of Test Values that can be set representing the variables used within the action This sets the values of any real time variables for testing your action For example if your action will be using the Phone Number variable P H or J you will want to set the test value of P to the phone number you want to simulate i e 7145551234 Then press the Perform Test button to test your action The Test Results screen will show the results of the test and if the action fails you can change the parameters of the action and test again When another application is involved in the action that application in general will need to be installed and running to perform the test Pressing the button titled Done Testing will close the Test Window Note Ifthe action seems to work fine when you test it from this screen but doesn t seem to work properly when the action is used by the Call Handler you may want to open the Main Menu Icon gt Setup gt Advanced gt Show Events screen see
30. and Expanded allowing you to operate using only the space on your screen that you want Note You can easily change the color scheme of your Strata Call Manager by clicking drop down next to the Set the color scheme icon The color options are Blue Silver or Black The Compact In Compact view Strata Call Manager consumes minimal screen space but still View provides the user with indictors information and buttons to effectively operate the phone This view is most effective when users handle one call at a time or have very little available screen space Below is a sample view and information about the various parts of Strata Call Manager Main Menu Expand Button Button gt oe ad Home Actions Preferences Tools ad Zi Al x10502 1 10 11 AM Thu Dec 3 Viewer Buttons History Contacts Chat Dialer WebBrowser Companion Application tabs Note The button information below is independent of the compact or expanded view However the buttons that are visible in the compact view are explained first and the additional buttons are explained in the Expanded view section Main Menu Click this button to access Strata Call Manager configura tion menus and Help Minimize Button Hides Strata Call Manager into the system tray Double click on the Strata Call Manager icon shown right in the system tray to return the Strata Call Manager to the screen Maximize Button Used to change the phone to from its Com
31. and exclusive agreement between You and TIU and supersedes i any proposal or prior agreement oral or written or any other communication relating to the subject matter of this license agreement and ii any term or condition implied by trade custom or course of dealing and any purported contrary or inconsistent provision is hereby excluded Nothing in this clause shall limit liability for fraudulent misrepresentation 14 Third Party Rights No provision of this Agreement shall be enforceable by any third party under the Contracts Rights of Third Parties Act 1999 or otherwise Toshiba Information Systems UK Limited Business Communications Division Toshiba Court Weybridge Business Park Addlestone Road Weybridge Surrey KT15 2UL WARRANTIES FOR NON TOSHIBA BRANDED THIRD PARTY PRODUCTS A valuable element of Toshiba s product strategy is to offer our customers a complete product portfolio To provide this value to our customers at the most optimal prices we offer both Toshiba branded and third party manufactured products that support our Toshiba Strata CIX product portfolio Similar to other resellers of software hardware and peripherals these third party manufactured products carry warranties independent of our Toshiba limited warranty provided with our Toshiba branded products Customers should note that third party manufacturer warranties vary from product to product and are covered by the warranties provided through the original
32. and popup with the cursor at the end of the file allowing additional entries to be made TOSHIBA Strata Call Manager UG Special Keys Strata Call Manager UG Strata CIX Actions The plus sign caret percent sign tilde and parentheses have special meanings To specify one of these characters enclose it inside braces For example to specify the plus sign use Brackets also must enclose them in braces To send brace characters use and To specify characters that aren t displayed when you press a key Such as Enter or Tab and keys that represent actions rather than characters use the codes shown below Backspace ia or BKSP la ema CN ca E e e ps fem e jes E OWN a fe T e eS eo o E Pe fee e e e wow e e Fra TOSHIBA 61 Strata CIX Actions 62 Combination Keys Set Phone Do Not Disturb To specify keys combined with any combination of Shift Control and Alt keys precede the regular key code with Shift Control or Alt code To specify that Shift Ctrl and or Alt should be held down while several other keys are pressed enclose the code in parentheses For example to have the Shift key held down while E and C are pressed use EC The code EC will send the characters Ec instead of EC and E C will send the characters eC To specify repeating keys use the form key number you must put a space between key and number For example LEFT
33. be assigned to one of these 8 banks which means the buttons in that Strata Call Manager UG TOSHIBA 43 Strata CIX Buttons bank are displayed in the application No two applications can share the same bank Contacts Dialer More Buttons Web Browser Product Mgmt 4 Misha Ral Sam Jackson Ron Hungtington Syhwa Jackson John Doe User Programmable Keys 44 To Initialize Key To Swap Keys To Copy This Key The Strata Call Manager has many different User Programmable keys on the main screen on the Side Window or on the Extra Button windows These keys and can be easily configured by the user as Feature keys Speed Dial keys User Action keys DSS keys Web Access keys Run another Application keys or ACD keys etc This provides the user with one touch access to features applications files phone numbers employees and more To change any of these keys simply right click the mouse over the key and select from the menu one of the following options Change Key Initialize Key Copy This Key Swap Keys This resets the key to a blank default state This makes it much easier to use the drag and drop techniques for setting up keys To swap the configuration of two programmable keys you can right click on a button then select the Swap Keys option then click on another button Notice that the button has now been swapped To do this hold the Control key down while
34. below Setting the time an actual time or an elapsed time and pressing Okay will place the call back into the list As was done in the Ready to Dial screen an optional User defined button can be provided with an action to be performed at the end of the call This action could be anything but typical uses would probably be to open a Journal entry or pop up an after call survey form to take notes on the call Personal Power Dialer Time to Place Call to Phone Name Account To 020 Subject nfo Result Completed Try Later Other Okay Personal Power Dialer Time to Place Call to Phone E Name Account To 110206 Eric Subject nfo Result Completed e Try Later 15 Minutes Other Okay TOSHIBA 131 Strata CIX Using Companion Applications Adding Calls to the Dialer Adding Changing a Call Calls can be added manually imported or use drag and drop techniques as Record explained below First a call can be manually added or changed at any time by double clicking on a call in the dialer list The telephone number must be entered a name being called and optionally an Account Number and any Subject as needed The call can be scheduled by date or elapsed time The default date is Today but any date can be entered or a Calendar button is provided to pick a date for the call Any time can be entered or any elapsed time frame can be entered The pull do
35. communication link Follow the application note or that application s documentation for specifics Note The pipe character must separate the application name and topic name DDE Message Follow the application note or the application s documentation to define the message to be sent for that application The format and syntax is defined by that application Run Program and Program EXE If the target program is NOT found to be running you can have the action attempt to automatically start the program TOSHIBA 99 Strata CIX Actions 60 Send Keystrokes to This action provides a way to send keystrokes to another Windows program a Program justas if the user typed them into that program This can be used for example to pop up another program whenever a call rings in Note Use this action carefully because when the action is triggered the keystrokes will be sent to the target program regardless of the state of that program i e even when the user is in the middle of some action in that program a Add Edit Action Mame App Title calls txt Notepad Gend Keystrokes to a Program Ba calls txt Notepad Tema Key Strokes _ 2240 END Send Keystrokes to a Program Y W Run Program if Not running save Cancel Program EXE Show Test Notepad exe calls tut e App Title must exactly match the text in the title bar of the target program not case sensitive e Key Strokes You can send any
36. criteria button A D769 Station a Contains 4590 Station A Ends with Station ll Does not start with Search criteria im Does not contain Station 4 Does not end with Station n a Does not match Station Nh apn 73580 Station List of names and extensions on the telephone system ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt Ae 9 ae Ya Directories CIM Directory My Groups RC Group System Groups Name Number Type ENG CONFERENCE 102002 Station ERICK R PRI 104644 Station ERICK R PRI 106644 Station ERICSON PRI 102510 Station ERICSON PRI 105510 Station ERICSON ABING 104605 Station e To Call Press Enter to dial the highlighted number or double click the desired name from the list e Drag and Drop to Create Speed Dial Button Drag an entry from the Directory to a Programmable User button to automatically create a Speed Dial button with the selected extension number TOSHIBA 89 Strata CIX Using Companion Applications e Additional Options The menu icons under the tab let you access other functions Note Not all options may be available due to the settings for the tab e Call Now Place a phone call to this person or extension Same as double clicking e Edit Allows you to Add Change Delete and Copy entries typically available only in the Personal directory e Print Listing Print a listing of all entries shown in the direct
37. dial the highlighted number or double click the desired number from the list Add by Drag and Drop from Outlook Drag a contact from Microsoft Outlook to the Directory and automatically add to the list Add by Drag and Drop from Call History Drag a number from the Call History window to the Directory to add the number to the list Drag and Drop to Create Speed Dial Button Drag an entry from the Directory to a Programmable User button to automatically create a speed dial button with that phone number Additional Options Right click on the entry to access a menu of other functions Call Now Place a phone call to this person or extension Same as double clicking Edit Allows you to Add Change Delete and Copy entries typically available only in the Personal directory Lookup in Outlook Lookup this number in Microsoft Outlook and open the matching contact Print Listing Print a listing of all entries shown in the directory Change the position and width of the columns to format the printout as desired Use Filters and Find to print only the entries you want Export Listing Export the listing using either a CSV or Text format TOSHIBA 91 Strata CIX Using Companion Applications Presence Viewer This capability is integrated in the Contacts companion application tab Click on a Group tab within Contacts Note that you can create as many groups as needed You can look at the Presence st
38. ecient cuenen Sagat ease a to alate eaeuates a a a bens atte 102 SCM ECD ete se clad eo A sheets ante slate al teaecence stata A aaciaasecienetiteeaciey a S 103 WISCCIANCOUS isa iii 104 USING ACD WCW CM acatar lod 104 REQuUesting Supervisor FIC Da IE 107 O A O A cam a 108 Chat Operation a a ns aiii 108 WSING Chal MICSSAGING sia 108 To Send a Broadcast Message aiii 111 Chat Feature Operator o 113 Response BUON Sta dad 114 Personal Gro Srp loc edo 115 Whiteboard OperatomM eta sis es 116 Whiteboards SCUD rariora a a ca 117 C ntgu rng Cha G smaris aa e a a E a ar 118 Interfacing with Other Programs ccccceccceeccceeec cece eeseeeeeeeceeeeeeeeseeeeeeeeeeeseeseeesseeesgeeaeeseeeseeenaees 122 Format of the DDE Command Interface oocccocccocccconcccnconcccnnnonnnononononononononnonanonanonanonaninannnnans 123 A PO 128 Malt SCF o E A 128 cals IDISDIAY AlCl coi lts 129 FUNCIONS ai acosa 129 a cece thats toe Pesaro E aaa a a E a ce aneeeeateantsatedeeaeaunees 130 Dialer Opera ON os ided 130 Adding Calls to th DIGIC rre les a a a a a d 132 Config rati n SEMA o ed 134 Adding Action Buttons to Ready to Dial and Results Screens occooccocccocccoccconcocnconiconcncocononononos 136 Strata Call Manager UG ill Contents Chapter 8 Using Companion Applications iv TOSHIBA Strata Call Manager UG Introduction This user guide describes how to use the Toshiba Strata Call Manager SCM software with Strat
39. ensure the rules do not get changed or when wanting to make the same update on other Strata Call Managers e RUO These are another type of rule file that is imported only at initial startup of the program or when the compiled rules file AGT _PHN RUL is not found at startup These types of files allow you to design a rule export it rename as needed and then copy the exported file to all PCs that need that rule These are also useful to overcome a user accidentally deleting a rule since exiting and restarting Strata Call Manager will restore that rule TOSHIBA 81 This page is intentionally left blank Using Microsoft Outlook r Dialing from within When Outlook Phone Link has been installed a Phone Icon will appear on Outlook your Outlook main Tool bar Then when you are in any Outlook Contacts folder and you have a contact highlighted you can press this button to dial A dialing screen will pop up showing each of the phone numbers available for that contact Simply select the appropriate phone number and press the Call button to place the call Note Please refer to the on line help file in Outlook Phone Link for available dialing options When the call is being dialed in Strata Call Manager the name from the Contact will be automatically attached to the phone call for display on the LCD the Call Key SMDR etc Incoming Calls Using the Personal Call Handler you can set up a rule s to automatically run the Looku
40. keys including special keys see below One or more characters represent each keystroke To specify a single keyboard character use the character itself For example to represent the letter A use A for key text If you want to represent more than one character append each additional character to the one preceding it To represent the letters A B and C use ABC for key text e Run Program if Not Running If the target program is NOT found running you can have the action attempt to automatically start the program e Program EXE Enter the path to the program to be run and a command line parameter when needed to the target program for startup Use a forward slash after the EXE name and before the command line parameter s Example Action The example in the diagram sends keystrokes to the Notepad program to Popup restore the program and to move the cursor to the end of the file 1 App Title The App Title must match exactly what appears in the title bar of Notepad calls txt Notepad 2 Key Strokes To restore Notepad Alt Sp R Key Strokes f JR and to move to the end of the file Control End append to Key Strokes END 3 In Program EXE Enter program name and file name to open Notepad exe calls txt Note The forward slash after Notepad exe is needed to allow the command line parameter calls txt to be used The result is that the file calls txt will open if not open
41. mix formats within a file Comma delimited fields can should use quotation marks around any field containing a comma For example Jones Skip 480 496 9040 1111 Sample 1 2 3 e Amaximum of 1000 records can be imported The Dialer will automatically import any file in the above described format if the file is 1 named with TXT suffix and 2 saved into the PDimport sub folder in the Strata Call Manager folder Once the file is imported it will immediately be deleted TOSHIBA Strata Call Manager UG Buttons Strata Call Manager UG Using Companion Applications All buttons in the Strata Call Manager are created equal so that any button can be programmed as any other button The More Buttons companion application also be used for ACD functionality Each Button companion application can be assigned one of the 8 global banks which each have 64 buttons You can have eight instances of the More Buttons companion applications to ensure that you have enough buttons in Strata Call Manager All buttons can be programmed by the user for the following For more information refer to Chapter 4 Buttons Feature Code Speed Dial System PBS Commands User Defined Actions ACD keys DSS Extension Key Web Key Run Program TOSHIBA 137 Strata CIX Using Companion Applications Web Browser Strata Call Manager provides an integrated web browser window for access to Internet or Intranet locations or direct
42. of applicable charges TIU hereby grants You a personal non transferable and non exclusive right to use the copy of the Software provided under this Agreement You agree You will not copy the Software except as necessary to use it on one Product at a time at one location Any such copy shall in all respects be subject to the terms and conditions of this Agreement and shall be deemed to form part of the Software Modifying translating renting leasing selling charging copying distributing transferring assigning sub licensing or otherwise dealing with or encumbering all or part of the Software or any rights granted hereunder using the Software on behalf of any other persons or making the Software available to any other persons and or removing or altering any proprietary notices labels or marks from the Software are all strictly prohibited You agree that violation of these prohibitions will cause irreparable harm to TIU and provide grounds for TIU to seek injunctive relief without notice against You or any other person in possession of the Software You shall notify TIU immediately if You become aware of any unauthorized possession or use of the whole or any part of the Software by other persons You and any other person whose possession of the Software violates this Agreement shall promptly surrender possession of the Software and Password to TIU upon demand Furthermore you hereby agree not to create derivative works based on the Software 2 Reser
43. on any group name in the Chat Window and click on the Broadcast icon or Right click on any group name and select Send Broadcast Note Personal group lists will appear within single brackets e g lt My Sales Group gt and system groups lists will appear within double brackets e g lt lt All Sales People gt gt a Fh ge OS EN Group a Resha s group BE Field Eng Delete Copy Add 2 Entera message into the Message box Strata Call Manager UG TOSHIBA 111 Strata CIX Using Companion Applications 3 Define the Urgency Normal or Urgent for the message delivery BroadcastForm To Fleld Eng v Send Urgency Destination Options 5 Normal Cl Give Chat Back option O Urgent Timeout _30 Secs When Normal is selected the Broadcast message is sent to your recipient s in black text and when Urgent is selected the text is in red shown below Broadcast message from WD Freshour i This is a Broadcast Message with Normal Urgency Received 17 11 2009 9 54 52 AM Received 17 11 2009 9 52 36 AM 4 Define the Destination Options e Acheckmark in the Timeout default choice will display the message for the number of seconds defined in the time box default is 60 seconds e Entering a checkmark in the Give Chat Back option box will give your recipients the option to send a Chat message back to you once they receive your Broadcast Message NoteBe aware that when using t
44. or entering text into the textbox on the toolbar While in Do No Disturb the main window will show the text DND On in red Other Users Experience When a Chat call is placed to someone who has their Do Not Disturb feature set you will see a message showing User Not Available along with any return message they provided If they didn t setup a return message the text Do Not Disturb will be shown To Clear Do Not Disturb To Clear the DND Status Clear the DND checkbox TOSHIBA 113 Strata CIX Using Companion Applications 114 Response Buttons All buttons can be changed on line from the Silent Message Conversation window The first 8 buttons can have their responses defined in Chat Settings all others can only be defined using the following procedure To Add Change Text in Response Buttons e Right click on the button and a drop down menu appears Select Edit to edit the button The dialog box shown below appears You can change the caption the type the text and whether to send immediately Response Button Text Hello i Send Immediately e Caption Type in a caption for the button When Button is Pressed Select what the button will do when pressed by choosing one of the following e Send Text will send a text string to the other party on the chat call e Push URL will send a URL to the other party on the chat call and pop open a web browser window to that URL H
45. presently on line right click your mouse in the Chat Clients in List and select the Add an OFF line client menu item then type in the name of the client NoteThe name of the client must exactly match the client name when he she is on line To remove members from your group simply highlight the members and then click on the right double arrow key gt gt e Click on Save when done To Copy a Group to Create a New Group e To create a new group by copying another group select the group to be copied right click on the group and select Copy this Group Follow the same process for creating a new group above To Delete A Personal Group To delete a group right click the group in the Chat List and choose the Delete Group option A confirmation box will appear and needs to be affirmed before the group is actually deleted Strata Call Manager UG TOSHIBA 115 Strata CIX Using Companion Applications Whiteboard To access the Whiteboards option you right click in the Chat message Operation window from the View menu select Whiteboard This window provides tools for sharing information on each of your PCs with the another user with an open Chat conversation ES Daniel e x10206 Silent Message Conversation File Edit View Whiteboard X Whiteboard 08 38 Danny Hello 02 38 Daniel Hello General Advanced Dialing j Hot Keys Docking Le EE x Qe Jo ow ome la Conversation with Daniel 10206 on
46. screen and are accessed using the tabs Users may also undock the companion applications and place them anywhere on the desktop Use the Fly Out In button to dock and undock the companion application with Strata Call Manager To bring all the companion application back go to Preferences gt Revert The Contacts and History applications have a function called grouping To group and ungroup drag a column header to the bar above the column headers then drag back to ungroup The Wheel icon in each of the companion applications tab is for set up functions It changes depending on the application you are in The Companion applications have their own toolbars Some of the icons on the tool bars may appear in more than one application toolbar and some may only specific to an application The table below describes the various icon visible on the toolbars Table 1 Companion Application Tabs Toolbar Icons Fly in Fly out icon Available in all applications This is used to dock or undock the application Setup Available in all applications Clicking this icon brings up the appro priate setup dialog box to configure the appropriate application Export Available in Contacts and History Export the listing using either a CSV Text pdf and Excel formats Print Calls Available in Contacts and History Prints a listing of all entries shown in Contacts and History tabs Change the position and width of the columns prior to printi
47. then selectively opens a contact creates a new contact or adds a journal entry a Add Edit Action Lookup in OUTLOOK database 7 On Exact Match fF NO Matches a Pop User Options 1 Pop User Options Open Contact Add New Contact HI Add Journal f Add Journal C If Duplicate Matches ra e Teck iv Display Choices Strata Call Manager UG TOSHIBA 53 Strata CIX Actions Minimize Phone _ This action shrinks the Strata Call Manager screen to an Icon in the Tool Tray Screen To return Strata Call Manager to its original position requires the user to either double click the icon in the tray or right click and select Show amp Add Edit Action Minimize Phone Screen Type Minimize Phone Screen Cancel Show Test Modify Call This action changes the Caller ID name Caller ID name or Account code of Information the active call on this phone and when the PBX supports the changes the same information held in the PBX Using the Extra Info option provides for entering or changing any other information associated with the call a Add Edit Action rmi n information Type Modify Call Information f Standard Into is lean Type Modify Call Information Phone Number 9495551212 Name Toshibal Save Cancel 0 7 A Account _ Show Test e Information Type Select either Standard Info or Extra Info The Standard Info option supports updating the information in the Strata CIX syst
48. to Dial and the Results screens in Dialer To setup these buttons go to the Strata Call Manager main menu select Setup then Preferences go into the Dialing Tab Under the Dialer enable either or both of the Action buttons and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs Press Save to keep your new settings a Setup Preferences x Dialing Trunk Access Code 8 Home rea Code 480 Dialing Dutside Numbers C Dial same as User Dialed C Use Local Dial Plan Use SERVER Dial Plan Check Plan Power Dialer MW Enable Action button on Heady to Dial screen L abel Lookup Action Screen Pop Dutlook W Enable Action button on Call Results screen Label Lookup Action amen Pop Outloo Save Cancel ASCII text files can be easily imported by the power dialer as long as the file format is as follows e One record per line with the following fields e Name Required must be non blank e Phone Required must have a minimum of 4 digits can have punctuation i e 480 496 9040 e Account code Optional e Subject Optional e Date Optional if not provided Today is assumed e Time Optional if not provided Now plus 5 minutes is assumed e The fields within each record can be either Tab delimited or comma delimited however the entire file must be one format or the other cannot
49. to members in a group Refer to To Send a Broadcast Mes sage on page 111 for more details 88 TOSHIBA Strata Call Manager UG Contacts Sorting Entries Searching Entries CIX Directory Strata Call Manager UG Strata CIX Using Companion Applications The Contacts companion application tab has Directories Presence status and Speed Dial combined The Contacts tab lists current phone directories Phone directories will include CIX Directory created by default and any personal directories that you create Click on a column header to sort the entries using that column Click the same column header again to reverse the sort from ascending to descending or vice versa A small light colored arrow in the column header indicates the current column used for sorting Press the Search button next to the Filter icon to go into search mode Above each column is a search area in which to type search criteria All the entries that match the search criteria will be shown while the rest are hidden The default search method is Starts with where only entries starting with the same letters as the search criteria will be shown Other search methods are available and can be accessed with the button to the left of the search area ACD Viewer History Chat Contacts Dialer Web Browser 210561134 ae v Directories CIX Directory My Groups RC Group System Group Name Number Type Search
50. 11 17 2009 Whiteboard Menus The menus on the whiteboard are context sensitive Whiteboard The File and View menus remain constant The whiteboard is accessed from the View menu The esa whiteboard menus are accessed by right clicking in Crop Picture the Whiteboard space or by clicking Whiteboard Use Scale Picture the Whiteboard menu to capture screens crop pictures scale highlight color and change pen widths Pen Width The file menu has the following options Hightlight Color File Edit View Whiteboard e Open takes you to an Open window to find a Open file etc to share Close e Close closes the whiteboard application guia Send As Email e Save as lets you save the whiteboard Set As Wallpaper e Send as email brings up an email message eer window where the whiteboard is attached as a ii Jpg file and you can add you contacts in the To and cc fields e Set as wallpaper e Print prints the whiteboard e Exit Similar to the above you can use the Edit menu to cut copy edit paste delete clear and clear highlighting The View menu contains Chat Box Canned Replies and Whiteboard 116 TOSHIBA Strata Call Manager UG Drag and Drop Files Send Whiteboards as Email Save Whiteboards Save As Whiteboards Setup Strata Call Manager UG Strata CIX Using Companion Applications Files can be shared using the Whiteboards A file such as a JPG file can be dragged on
51. 42 means press the Left Arrow key 42 times h 10 means press h 10 times Note Keystrokes cannot be sent to an application that is not designed to run in Microsoft Windows MS DOS programs even ina DOS window nor can the Print Screen PRTSC key be sent to any application This action sets the phone s Do Not Disturb feature in the telephone system requires the system to support this feature via OAI link and sets a reason for this status This reason message displays on the phone s display as well as appearing on Strata Call Manager and the DSS keys of other users of Strata Call Manager a Add Edit Action x Name DND Message vet DAD on Set Phone Do Not Disturb Match Phone s CND My Phone Type This Message My Secondary Set Phone Do Not Disturb gave Cancel Show Test e DND Message The normal is to use the message defined below but can be created to provide the same message as provided on the phone IN MEETING UNTIL a Custom nd Line 20 60 e Set DND On Choose the device for which this action is to apply the primary phone or the secondary phone e Choose DND Message Select from the available messages in the drop down list for the message that appears in the upper line of the phone s display e Custom 2nd Line Optionally enter a second line to display on the lower line of the phone s display message Note Action Variables may be used including the time va
52. BA Strata Call Manager UG Strata Call Manager UG Strata CIX Personal Call Handler ACD Call Ringing Happens whenever a call rings on the phone that is part of an ACD group ignores non ACD calls 2 Conditions If these Conditions are True Call Type Extra Info tf Any f IC Only CallerID Name f Outside Only None Required Phone State 2 Is Present Any C If Idle Is Missing Busy ona Call Is This Value ACD Pilot Ext e f Anv ACD Group Account Code None Required ls This C Any Number C ls Not This Is Missing Is This f Is Not This Call Type Select the call type for the ringing call Phone State Select the Phone State when the call arrives ACD Pilot Ext Select the pilot number the call is from For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for us
53. Call Managers To export an action you will need to be in the Add Edit Action screen and click the Show Test button to reveal the testing parameters and the Export Action button Pressing Export Action copies the details of the action into a special file named xx ACI where xx is a number assigned by the software corresponding to the action number i e 2 ACI This file is exported into the user s application data folder typically C Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Manager In order to identify the file more easily you may want to user Explorer to rename that file to something more appropriate i e PLAYBELL ACI When renaming an action file always limit the file name to 8 characters prior to the ACI extension This file can then be copied to another PC to give a copy of the action to another user of Strata Call Manager Leaving a copy in this folder provides a backup copy of the action That will be then be loaded at startup if that action were deleted in the Actions List see Importing Actions below for more details Note When exporting an action if a file with that name already exists an error message will occur and the action will not be copied when this occurs you will need to use Explorer to rename the existing file and then export again When the Strata Call Manager program starts up it automatically imports actions from the compiled NET _PHN ACS action fil
54. Format le cSVfile TEXT file e Place Calls While in Do Not Disturb This setting controls whether the power dialer should attempt to place calls if the user s phone is in Do Not Disturb For example the user may want to set his phone into Do Not Disturb mode to stop all TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications incoming calls but still continue using the power dialer to place outgoing calls Note On some phone systems the Strata Call Manager cannot detect and display the Do Not Disturb setting of the phone in which case this setting has no effect e Delay Between Calls it s often desirable to provide some wrap up time after the last call before dialing the next call This value is used to provide this time delay between calls placed by the power dialer e Play Sound on a sound equipped PC the user may want to play a selected WAV file to alert him her whenever a call is ready to be placed This feature and the desired WAV file can be set up here e Delay Before Requesting Call Result it s sometimes useful to give the user some wrap up to finish up some activity in another application before requesting the result of the call This value is used to provide this time delay after the call ended before requesting the user to enter the result e Clear Out Completed Calls When calls have been completed they will still appear in the calls window but they will be au
55. H Calling Phone Number hyphenated type 1 TAPI Call ID Ti A Calling Party Name outside calls only Insert the Date and or time in user specified format i e amp Nhh mm ss AM PM amp Insert the Time in format HH MM 24 hour clock Insert the Time in US format H MM AM PM Call Type IC or CO IC Intercom call CO Outside call Insert a Tab Character nsert a Percent character nsert an Ampersand 4 character Note amp T and amp U variables accept a relative addition of time in the format a U 30 results in the current time plus 30 minutes The number of minutes must be within single quotation marks Example A Set Phone Status Message action can be specified selecting the OUT TO LUNCH message and a second line of UNTIL amp U 30 If this action is used at 11 55 AM then the resulting message on Strata Call Manager is OUT TO LUNCH UNTIL 12 25 PM Examples for Text Reader Announcer speak Reminder SPEAK Reminder 4OR SUBJ Starting WOR DIFF amp V1 amp V2 Speak Appointment SPEAK Appointment OC SUBJ Starting Now amp V1 amp V2 Announce Call CA T amp F N H amp V1 amp V2 68 TOSHIBA Strata Call Manager UG Exporting Actions Importing Actions Strata Call Manager UG Strata CIX Actions Once an action has been designed exporting the action is recommended to provide a backup copy as well as a file that can be copied to other Strata
56. History Contacts Chat Dialer WebBrowser a n Calle 1 Active 04 aiting it pel Of 1 ldle 0 Busy 5 Undyvailable 4 Logged Off Ri Agent ID 1003 Li Unavailable ia Agent ID 1004 Judith Logged OUT Supervisor 10 1070 Jazon Logged OUT 5 Supervisor 10 1011 Jeff Logged OUT i Agent ID 1008 Tests Logged OUT Agent ID 101 3 Siok Logged OUT Agent ID 101 4 test5 Logged OUT Agent ID 1009 test4 Unavailable Agent ID 1001 Dye Unavailable Agent ID 100F Teste Unavailable r Agent 1D 1005 Tes Unavailable a My Status D 1 002 Idle Logged In EH Group 777 Queue s777 Enabled 2487 a o FORO O OEA Strata Call Manager UG TOSHIBA 105 Strata CIX Using Companion Applications 106 3 The last line in the expanded view is the My Status line This not only shows your personal status in this ACD group but allows you to change your status and perform functions using right click menus as described in the following section In the expanded view the My Status icon is a special icon that shows your status in the ACD group logged in logged out busy in wrap up etc and when you right click on your icon you can change your status or perform a function The options provided are Log In this will log you into this ACD group Log In and Take Calls Supervisor only This allows a supervisor to simultaneously log in as a supervisor and as an agent to take calls Log
57. New Contact Lookup Add Journal Divert Call Ls WYmail Box Contact Match not found Strata Call Manager UG Integrating with Outlook Calendar Create Actions to set and clear the DSS Message Strata Call Manager UG Strata CIX Using Microsoft Outlook One typical integration with Outlook Calendar is to put Appointment information on DSS key so that all other Strata Call Manager users know your current presence status This example will turn on the DSS key with Status Message only and turn off the message when the scheduled meeting is over The first Action will set a Status Message and add the Subject field of the Appointment as part of the message On the DSS key the first line and second line are appended to each other thus the preset Status Message can be modified to become something very simple to allow for the Subject to become the predominant part of the message a Add Edit Action Mame Set Phone Status Message Choose Status Message Type JIN MEETING Set Phone Status Message Custom 2nd Line Save ZOC SUBJECT Cancel Show Test The second Action will clear the message when the appoinment ending time is reached a Add Edit Action Mame Set Status Message Off Choose Status Message Type lt Message OFF gt Set Phone Status Message a Custom 2nd Line Save Cancel Show Test TOSHIBA 85 Strata CIX Using Microsoft Outlook Create Personal Call Han
58. OSHIBA 75 Strata CIX Personal Call Handler e FWDed XFRed Call Ringing Whenever a call rings on the phone that has been either Forwarded or Transferred from another extension 2 Conditions IF these Conditions are True Call Type Extra Info Any IC Only CallerID Mame Outside Only f None Required Phone State Is Present any IF Idle f Is Missing Busy on a Call Is This value PADFARA Ext HE Any Mumber Account Code Is This f None Required C Any Number Is Not This Fs Missing Is This Is Mot This e Call Type Select the call type for the ringing call e Phone State Select the Phone State when the call arrives e FWD XFR Ext Select the extension number the call is from For the last two options enter a specific number in the box including wild card characters when needed See Like Matches and Unlike Matches for use of wildcards e Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards e Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards 76 TOSHI
59. Out this will log you out of this ACD group Make Me Available If you are set to unavailable or are in wrap up this will change you to available status Make Me Unavailable you can select this to make yourself unavailable a list of unavailable message choices will be provided Request Help Call to Supervisor while you are on an ACD call you can use this to initiate a request for a help call to a supervisor in the ACD group This is further explained below TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications Requesting When the Request Help Call to Supervisor function is selected this sends a Supervisor Help Help Request to a supervisor in the ACD Group Once you initiate the request you will receive a notification that the request has been sent ACD Help Request i Your Help request has been sent to Supervisor 4407 x406 406 Okay If the supervisor accepts your request for help you will receive notification ACD Help Request O Your Help request has been accepted Okay If the supervisor denies your request you will receive a rejection notification ACD Help Request 0 Your Help request has been rejected Okay lf a Supervisor or Supervisors do not respond to your request you will see the following ACD Help Request Ed Presently no supervisors are available to provide help Okay Strata Call Manager UG TOSHIBA 107 Strata CIX Using Com
60. Reset Q Enabled V AddCall C Phone Status Date Time Status Phone Name Subject Account Last Resu Not Due Y 10206 Eric Main Screen Fly out Fly in button is used dock the window back to the main screen of Strata Call Manager or if its already docked to hide it inside the main screen e Setup Brings up the Dialer configuration screen e Reset button Puts Dialer back to its initial state e Enabled Checkbox This is the checkbox in the toolbar This box indicates whether the dialer is enabled This allows the user to easily Enable Start or Disable Stop the entire dialer function For example if you need to take a break to do some paperwork you could simply disable the power dialer until you re ready to start making calls again e Add Call Click the Add Call button to place a dialer call The AddDialer box displays e Phone Status this shows whether the phone is idle busy in Do Not Disturb etc e Calls Display Area this area shows the list of calls that have been placed or have yet to be placed details below e Column Headers these show what information is contained in each column Using your mouse you can resize and reposition these headers to customize your viewing area 128 TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications Calls Display Area This area shows each call that is either 1 yet to be placed or 2 that has already been completed
61. Strate Call Manager T 0 2 2 or later you can drag and drop the attached files Shea your ferata Call Manager LOO The nov Skin will immediately be avallable in the Skin ase list Witi the name Olive RC Custom Note On some e mail systems you may seed toa drag acd drop the Files to your desktop firat and then drag and drop them to your Strate Call Manager LCD 40 TOSHIBA Strata Call Manager UG Tab Settings Strata CIX Preferences The options to add update or delete tabs can be found here Tab settings is for managing companion applications The Revert button brings all the companion applications that have been docked outside back to the main window Preferences Tools gp AddTab Revert 8 Update Tab Companion Docking X Delete Tab Tab Settings Add Tab Click the Add Tab button to add a new tab Add Companion Application Product Mgmt Bite Tooltip A companion application for more butto e Name sets the text in the tab e Type The drop down allows the user to select a companion application A companion application will not appear in the Type drop down if all instances are added to a tab The More Buttons allows eight instances All other companion application allow one instance e Tooltip allows the user to set a tooltip for the tab Update Tab Click the Update Tab button to change the appearance order name type and tooltip of each tab in your tab view The Name o
62. The following screen displays AddDialer Phone Call 949 555 1212 Terrie Green Date i Time When 11 19 2009 E Info Status Enable Disable Save Cancel In the Date and Time drop down are used to set the date and time of your call You also have a choice of selecting Today and Now to place a call immediately Calls in the list that are enabled will automatically pop up a screen for the user indicating that it is time to place the call This screen is Ready to Dial screen The screen will contain the information entered into the list about the caller and if the optional User defined Action button is enabled then pressing this key can cause more information to be available about the party or trigger one of a number of other functions The user has the choice of Call Now or Later If later is chosen then you will be asked for a new time after which the call will return to the list Pressing Cancel will disable the call before returning the call to the list Click here to place call to Dan Pollind at 3161 AN OX TOSHIBA Strata Call Manager UG Results Strata Call Manager UG Strata CIX Using Companion Applications When the call is completed a Results dialog box appears shown below The status of the call can be changed by default it is marked as completed If the call needs to be placed again checking the Try Again box will open a time frame for the retry second dialog box shown
63. Triggering Event When this happens Refer to this Rule as Dutlook Calendar Appointment Clear D55 Message 3 Actions Then take these Actions a Immediately set Status Message Off Check Action b After lo Seconds None gt Check Action Add Action Delete Action Export Rule OK Cancel 2 Conditions IF these Conditions are True Calendar Status tf Any Free Busy CO Out of Office Event Importance f Amy C Low Normal High Subject i Any Matches this Subject MA o The main thing is to ensure that the PCH rule to Clear DSS Message must follow Set DSS Message If not the Set DSS Message triggers on any Calendar Status including Free and the clear command would be followed by a command to set the message thus the message would never clear The final set of PCH rules should be in the order of items 3 and 4 in the PCH Rules screen TOSHIBA Strata Call Manager UG Using Companion Applications O Strata Call Manager provides a powerful open architecture that allows companion applications to add features and functions These companion applications are provided as tabs on the Main Screen Strata Call Manager ships with several companion applications including ACD Viewer Buttons History Contacts Chat Dialer and Web Browser The companion applications are docked in the lower panel of the Strata Call Manager
64. a CIX1200 CIX670 CIX200 CIX100 and CIX40 telephone systems Organization e Chapter 1 The Grand Tour provides an overview of the Strata Call Manager application e Chapter 2 Using Strata Call Manager Features shows how to use telephone features with SCM e Chapter 3 Preferences defines settings that are available and can be changed by the user to meet their needs e Chapter 4 Buttons shows how to use and add delete or edit button and button banks e Chapter 5 Actions includes instructions for setting up various actions e Chapter 6 Personal Call Handler explains all the details regarding this feature e Chapter 7 Using Microsoft Outlook explains the interactions between Strata Call Manager and MS Outlook e Chapter 8 Using Companion Applications explains how to use applications such as Contacts History ACD Viewer Chat Dialer Buttons and Web Browser Conventions Conventions Description Elaborates specific items or references other information Within some Note tables general notes apply to the entire table and numbered notes apply to specific items Important Calls attention to important instructions or information Press to answer a call to the Extension Number Each station can have multiple extension buttons Incoming calls ring the extension button s from the top down For example station 10 s extensions ring 10 1 first then 10 2 10 3 and 10 4 A station is considered bus
65. access to local HTML files In addition to basic browsing you can create custom web applications to extend the functionality of Strata Call Manager for your business For example your call center could have incoming calls automatically open the Strata Call Manager browser window to a Caller Survey page The Call Survey page could display information about the caller and display an answering script the agent could use to guide the conversation The web page might also allow the agent to enter answers from the caller into HTML forms and submit the results to a company web server The Strata Call Manager Web Window is based on Microsoft Internet Explorer You must have Internet Explorer 6 0 or higher installed on the PC je Le A ca E S URE http telecometorhiba co uk a TOSHIBA Usemame Password PS ji j i z E ee E a Leading Innovation 23 gt Business Communications Division Pariner login Forgot my parpsgod Toshiba s Strata CIX telephony solutions search Contact us about Horg gt IF Telephony gt Mobility Solutions Eal ti Solutions Product range How to Duy Hen Click the setup icon to set Home URL and the tools to display in the toolbar home stop refresh go back go forward URL Web Browse Setup Home URL http telecoms toshiba co uk Optional Toolbar Menu Home Y Stop Refresh Back Forward URL End of Document 138 TOSHIBA Strata Call Manager UG
66. add them into the power dialer In MS Excel simple create a spreadsheet with at least two columns Name and Phone number as shown in the following example El Microsoft Excel Book2 la File Edit View Insert Format Tools Data Window Help a x De OSe SQe amp m 4 Z i o Jeazrl s s8 84 E A A gt cr hl ee E ee ee A 1 Name Phone Account CTS 4804969040 3 ABC inteconnect 505 555 1234 10072 CA Jones Phones 212 451 1111 20908 Phones Are Us 402 661 2467 10072 HEM ee 1 4 4 gt Pf Sheeti EN Then simply use Save As and save the file as a Text Tab delimited file as shown in the following window Note The CSV comma delimited format can also be used Save in 3 My Documents My Pictures _ My Webs _ Retrospect Catalogs File name My Contacts txt Places Save as ype Text Tab delimited Ext Cancel My Network Then in windows explorer simple drag this file into the power dialer window and all the contacts will be immediately added to the power dialer list of calls Strata Call Manager UG TOSHIBA 133 Strata CIX Using Companion Applications 134 Note Alternatively if you save this file from MS Excel directly into the PDimport sub folder of Strata Call Manager the entries will be automatically imported into the power dialer Drag and Drop Other files Any program that can export contacts into a tab delimited or
67. age or URL you want to send when you click on this button Your text message can be any length in size Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send button e Click OK to save the changes you have made to your Response Button 120 TOSHIBA Strata Call Manager UG Features Tab Strata Call Manager UG Strata CIX Using Companion Applications In the Features tab two features can be enabled and the location where the settings will be saved is specified Chat Setup Messages Response Buttons Features Logging Features Allow others to push URL to me Show offline users in Everyone folder C Do not take focus from other applications Whiteboard C Show shareboard initially Default Highlighting Pen Width Medium v Color E Magenta v Settings Save Location Local machine Current user Features e Allow Others to Push a URL to me Check to allow URL s to be pushed to this location by others When disabled other users cannot push a URL to open a browser window on your PC Enable Do Not Disturb Feature Enter a check mark in the box to enable the Do Not Disturb option This option allows you to block incoming Chat messages and returns a DND message that you specify to the caller e Show Offline Users in lt lt Everyone gt gt Check default setting to show both online and offline
68. ager UG TOSHIBA 29 Strata CIX Preferences Calling Outside My Home Any calls outside your Home Area Code LOCAL calls Select either Area Code None or Only Calls to These Area Office Codes 30 e Local Area Office Codes This entry is only presented when you chose Only Call to These Area Office Codes in the previous step The pull down listing shows the codes area code plus prefix codes that are considered to be a local call from your location Click the C button to display the Change Dial Rules screen To Add Local Area Prefix Codes Enter the six digit area prefix code and click Add The wild card character can be entered at the end of a prefix code entry to represent a range of codes For example 602 would represent all prefix codes in area code 602 To Delete Local Area Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card To Delete a Specific Area Prefix Code To delete one prefix code that is part of a range of codes entered using a wild card character enter the prefix code to be considered not local in the Long Distance box and click Add e For Long Distance Calls add 1 Check the box when you need to have a leading one 1 added when making long distance calls outside your home area code Test a Phone Number Dialing plans ca
69. an entry from the Contacts application to create a Speed Dial button TOSHIBA Strata Call Manager UG Actions Creating Actions Strata Call Manager UG You can define powerful actions that can be used with both the Personal Call Handler and under the Programmable Keys These actions can be as simple as playing a WAV file to as powerful as sending a specific DDE message to another programs to Screen Pop a database When defining a new action it s usually a good idea to test the action to make sure it works correctly The screens for creating actions also provide a testing facility to make this testing easy Note Depending on your configuration you may not be able to change the User Defined Actions in which case you should check with your System Administrator The Creating of Actions can be done by going to the Actions tab A amp A TOSHIBA trata Cal Manager gt Home Actions Preferences Tools Actions List 18 Screen Pop ACT 2000 Bb New Action Screen Pop ACT 2005 2009 Screen Pop ACT 4 Chat DND Ot Chat DND Cn Screen Pop GoldMine cH Copy Action Waag Restore Goldmine Screen Pop HEAT Call History Under the Actions List the drop down shows a listing of currently defined actions and options that you can Add Copy Edit Test or Delete Pressing the Add Copy or Edit Test buttons takes you to a screen for creating or editing an action The types of actions that can be created are defined bel
70. anager right click and select Change Key Name the key choose the colors and select a type as User Defined Actions Select Visitor Waiting from the list of actions and Save Strata Call Manager UG TOSHIBA 123 Strata CIX Using Companion Applications Command 2 Open a Chat Format CALLNAME Name Msg_Type Message Send_Option where Session with this User Name CALLNAME The command name Name The name of the person to chat with This name must match the name used in the Chat directory If you leave this blank the main Chat window will pop up and allow you to manually select the person Msg_ Type leave blank future feature Message Message to be sent Send Option or C e send message immediately or e C or blank type message into user buffer but wait for user to press SEND Example Agents in a Call Center want to quickly notify the supervisor that an abusive caller is on the phone The supervisor s name is Jan and the persons phone number formatted for easier reading and name should be included when available using Caller ID 1 Mame Type a Add Edit Action App MName To ic MSGPOPISYSTEH Notify Jan Abusive Call pE Topic MSGPOPISYSTEM DDE Message In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLNAME Jan Help have an abus
71. anager UG Changing Agent Status Strata Call Manager UG Strata CIX Using Strata Call Manager Features 1 Click the ACD Status button The following ACD Agent Status window will appear Finish Werap UP Make Unavailable Unavailable To Make Agent Unavailable 1 Use pull down list and choose a reason 2 Click the Make Unavailable button 3 Click Done To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to Wrap up 1 Click Set WrapUp button 2 Click Done Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp button 3 Click Done TOSHIBA 19 This page is intentionally left blank Preferences 3 Config Settings Strata Call Manager UG This section defines settings that are available to the user and can be changed to meet their needs A number of additional settings are available for the System Administrator for setting more advanced features such as controlling access to some features creating a server based rules and configurations This section will concentrate on the settings readily available to the user These settings are arranged under the Preferences tab shown below Hot Keys dialing options docking and tabs settings Each of these sections will define the settings and how to change these settings to match your needs i TOSHIBA trata Cal Manager
72. andler e Outlook Calendar Appointment An event that occurs at the start time of the appointment and again when the appointment time ends Free 2 Conditions IF these Conditions are True Calendar Status Event Importance fe Any fe Any O Free Low f Busy Normal Out of Office High Subject Ary Matches this Subject O OX lt X Calendar Status Select to match the Outlook Calendar Status options Any Free Busy Out of Office e Event Importance Select to match the Outlook Calendar Importance options Any Low Normal or High e Subject Select either Any or Matches this Subject For making the match enter the text for the subject to match See Like Matches and Unlike Matches for use of wildcards Note Outlook Calendar may also send a Tentative status setting which is treated using the Any setting e Outlook Calendar Reminder An event that occurs at the time scheduled for sending the reminder message for an upcoming appointment This event will trigger again if the appointment time is changed after the Reminder event was previously given 2 Conditions IF these Conditions are True Calendar Status Event Importance fe Any fe Any C Free Low C Busy i Normal Out of Office i High Subject f Any Matches this Subject AO o e Calendar Status Select to match the Outlook Calendar Status options Any Free Busy Out of Office
73. atus of members in each group To add a Group 1 Select by clicking on the My Groups or System Groups tab 2 Right click and select Create New Group Note The different between My Groups and System Groups is that My Groups is personal and you can create their own System Groups applies to all and only a user with Admin right can create and change the group entry To manage the Presence Viewer 1 Click the Group tab assigned for the Presence Viewer 2 Right click on an entry for options to either call chat broadcast edit or delete group ACD Viewer History Chat Contacts Dialer eb Browser Product Mg Z ASN 8 ase YA Directories CIX Directory My Groups ERC Group System Groups Name Number Type Presence 133510 133351 e Call Now Chat Send Chat Broadcast Katz Yamaguchi Edit Group Delete Group 3 When you select Edit group the following dialog box displays Use the double arrow buttons to add or remove users from the group shown right Sl GroupDialog Group List Name RC Group Members in Group Name Number E Number DAVID FRIDLEY 104126 102521 DENNIS BALL F 103712 102522 Eric Abing 133510 102523 GWEN NORTH 103792 102524 HENRY TRAN BST 152368 102525 HUGH LE 102723 102526 Katz Yamaguchi 133351 102527 102528 102529 102530 102531 102532 102644 10276 10277 102800 102801 102802 a a 92 TOSHIBA Strata Call Manager
74. ault Colors Pressing this button will reset the colors of the key and text to the default for the skin used e Action Choose an action to be performed This selection will open additional settings corresponding to that action See the settings below for the different possible actions TOSHIBA 45 Strata CIX Buttons 46 Feature Code Keys Speed Dial Keys Provides one button access to a Feature Code on the system You can include additional digits when appropriate The system used will determine access to the Feature Codes available For example to log into ACD Group x2000 you could set the Parameter to 326 2000 to work as a Log In key setup Key Sample ACD Log i Key Label ACDLogin l j Default Colors Action Feature Code J 3262000 Creates a speed dial key for one button dialing Strata Call Manager automatically inserts the Trunk Access Code when a Dial Plan has been specified making it unnecessary to enter this code in the speed dial number Speed Dial numbers can be any number 0 9 and and digits You can include commas to insert a 2 second pause in the dial string i e setting up a key to call V mail x2502 and logon to a mailbox 1000 with password 12345 then enter 2502 1000 12345 You can also include an X character in a phone number string to have the dialing stop at that point and queue up the rest of the numbe
75. ccess Toolbar QAT KeyTips Hot Keys Strata Call Manager UG Strata CIX The Grand Tour You can use the Quick Access Toolbar or KeyTips to execute various commands The QAT and KeyTips available in SCM are explained below The QAT shown below consists of frequently used tools that can be added to the top of the screen for easy access You can add as many tools as you like If there are too many to fit on your bar the remaining ones will go into overflow In Compact mode the Answer Hang up and Dial Box tools are always available in the QAT These three cannot be removed but more tools can be added However you can change this configuration in Compact Docked mode if you wish 210000 07 207 S42 Pe Tue Noi jota lier Gee a call TOSHIBA A len mma ieee nt Cu cmtu ps ee ras O Aa Compact Mode Quick Access Toolbar Manager MIA i Bs TOSHIBA Sirsa lal Home Actions ea Revert Sms Bd E General El Advanced Hal eat tae bt je Dialing E Hot Keys 2 Update Tab Companion Docking 2 Docking x Delete Tab Config Entry Tab Settings Regular Mode To add tools to the QAT right click on an icon then select Add to Quick Access Toolbar To remove a tool from the QAT right click on the icon then select Remove from Quick Access Toolbar Note Any pop up menu tools such as Companion docking and color schemes cannot be added to the QAT KeyTips allow for easier keyboard navigation Each too
76. ccessed from the view menu To Call the Person using your Phone This option is to make it more convenient when you need to speak with the person rather than just sending text e Click Chat tab then Phone Enter the phone number or if the number is automatically populated then click Call To Copy the Conversation e From the Edit menu click either Copy or Copy All to copy the highlighted or all of the conversation to the Windows Clipboard for pasting into another application To End the Conversation Press the Close button to end the conversation 110 TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications To Open a Whiteboard Collaborative Session e Click Share Whiteboard Screen This option is only offered once the called party has responded to the Chat session ES Daniel e x10206 Silent Message Conversation File Edit View Whiteboard ox X Whiteboard a lc eg General Advanced Dialing E Hot Keys Docking o e m a x i Conversation with Daniel x10206 on 11 17 4009 To Send a Broadcast Strata Call Manager Chat allows you to send a broadcast message to one or Message more Chat recipients For example if the Sales Manager would like to call a meeting with all of his sales representatives he could use this feature to send a message to the Sales Group telling them there is an important meeting in 15 minutes in the conference room 1 To initiate a broadcast message double click
77. ching to the other program and pasting into the appropriate field allows for a fast lookup TOSHIBA 17 Strata CIX Using Strata Call Manager Features Call Center Features The ACD actions can be used to Log In Log Out to from ACD groups Going temporarily unavailable and an ability to end wrap times can be part of the features available Additional Call Center features are possible using User Programmable buttons Logging In or Out Click the ACD Log button to open the ACD Login Logout window 2 ACD Login Logout by Agent 1D x LOGGED In to LOGGED Out of Group Agent ID GFOUp Supervisor Iv Take Calls Done Note The right list box shows available groups for the identified agent number The left list box shows groups currently logged into To Log Into or Out Of one or more groups 1 Highlight the group name s in the right hand box and click lt lt Log In If your Agent ID is listed as a Supervisor then the Supervisor Take Calls check box will be offered on your screen Placing a check in this box will log you in to take calls for the group s selected when lt lt Log In was pressed Click Done when finished The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the gt gt Log Out button 2 Click Done when finished 18 TOSHIBA Strata Call M
78. clasts A EAA E A E A O EEE A A ran Enaeaiina S A EAE ET A E ends 9 Chapter 2 Using Strata Call Manager Features Call IAN GING OAC Suns do 11 Making Outgoing C alls AAA on 11 a ll a Call oe remnant ee ree a e a Re ee Ore res 12 Hang y en COOP o O tuan a astound oe asian hae eminals aoe cece A 13 FOCI GAS aia dase are eta la tec Pe aac ellen tua peas eeeataes Bee veoaenensa seen aaa oie 13 co A ee ene eee ee en en ee eee ee eee eee 13 GALEOrWardInda tuerto dond 14 Status Messages and DN ai 15 VIEWING Extra Gall Nota sica 16 Gall Center FEAS O tien 18 fore le are ITO Ola cua a reee addition 18 Changing ADELA se 19 Chapter 3 Preferences o cect a te hoagie oeuta icra tsommdios sau geiouleceunres betsamet Aeteasaaeeseeeac 21 GONO eater sea o se econ ante ces en A S 22 DAINO HAD sti archaea tacs ane a ced Wine aise ate a a a ae E 26 BY oye lt i 96 1k lec 8 erect eer merce O ner 31 AVANCO ao 32 Setting Up Hot Key Dialing amp RODUD 2 tai A ac 35 Strata Call Manager UG TOSHIBA i Contents Chapter 4 Buttons Seting SMOMCUL INC YS aut ida 35 SKE A A A One ena eee ono ene eee 36 IRIS MOS a a E aceasta eee haven nee a e E E 37 Saving Creating New Deleting SKINS oocccocccccnccccncocnconcnoncononnnonnnnnnnnnnnonnnnnnnnnnnnonanonnnnnnnnonaninaninnns 37 TOES KIN EMO A 38 ECD Background and Tex EOS nui il a a ada 38 ImSert VOUFIEOgO Into ne SKI dicas 39 Changing Call Windows Appearance occccccccccccccn
79. cncncccnconcnnncnnncnonnnonnnonnronnnnonnnnnnrnnnnnnnnnnnnnnnnninnninnninos 39 Changing the Button ACD Button AppearanCe occcncccocnccoccccocncocnncncnnncnnnnnnnnnnnnnnnnnnnnnnonnnnnnnnnnnnnaninnns 39 SN A a a nets 40 Tab SONG S aid 41 A O A ST One eR OLR vee eer ee 41 UbBdale Caria ad cad 41 pc A A AN 42 A e oO o A aadtcistamuandva dene ioe staal wades 42 Chapter 4 Buttons Programmable BUON edu 43 User Programmable O Sucia iaa 44 KOMAZ IOV states etc a a a at usa aidan tuauaS 44 TOS NREY Sis hehe ts T E eae eee ee ee ei at 44 TOCO THIS Rd 44 TO GRANERO Va rd iii 45 Chapter 5 Actions Creating ACUSA nd 51 ANACRE O e eden db edi 52 A no ote OPENER a eS A ee oe 52 POO UO wt AA hens ae astern tect at coc ques E aa eceed aaaeeees 53 LOOKUP UNA QUID idad a dace 53 Minimize Phone Sree eaat aa a es ees dence ae dace ces dakota 54 MOUNT A ais he 54 ly WA PING id ences 55 POP External WED BOWS estao da as tai 55 Pop Internal Web BROWSE reinante 56 FODUD CAINO A A A E Sos f 57 POBUD MONS Cle Cleat cte tice elas a E A E 58 FROMM ATIO TST Poda Mistica dao 58 SN A A err ee ce a eee eee eee 59 Sena Ke ystirokes toa TOON ascetic ait a e are ADA ed 60 S6 FHONe Do NOS iD bi 62 Set Phone status Message ao lcd uc 63 DC br ella o A o A tea ee acca eau dae eben eee 63 Syste PBA COMIMANG asii n lens aii E tot accel Scien a a e A N 64 EAS AAA E T S a Aaaeees 65 ANCHOR amables Saina a a adn 66 A a A EA E eeee 66 System Vara o e
80. creen to define the TAPI service Provider as shown on the following page The button is a handy status indicator for reading the version levels and license codes for the system and is shown in the Tapi SPI Info screen Net Server TSP Configuration Client Information The Login Mame Password and Extension below apply to the Toshiba Met Suite of products only and have no correlation to your computer Login Hame Typically the Login Name is the name that appears on pour chent application and the name others can see for chat sessions Login hame Reisha Loe Password Extension Fass Tapi SPI Info X FEX Mame CTX FEX Ver Serv Ext LevelZoai Serv Ver 3 7 Build 0 Calli Feats S8B270AEE Call Feats 54 Line Feats SCD PEX Feats 0 Cust Feats 305 Server Information Hoztname 1 F9 119 123 42 Use Remote Access Port Click for Details F TAFI Network Service Up and Running Cancel e Login name Enter your Login name If a new installation a client will automatically be created in Net Server for this name Many times the administrator will have defined your client Login name see your administrator for the name to use e Password Enter an optional password for protecting the connection when needed e Extension Enter the extension number of the phone this Strata Call Manager is monitoring for call information e Hostname Enter the name of the Server PC
81. dler Rules The Final PCH Rules 86 Two Personal Call Handler Rules will be needed both using the Outlook Calendar Appointment event which sends a message when an appointment starts and a second when it ends In this example want to trigger the setting of the DSS message for any Calendar Status to ensure all appointments are reflected and also for any Event Importance and any Subject These items are part of the appointment created in Outlook Calendar When this event triggers want to use the first Action that created which sets a message In Meeting and appends the Subject line to the message to be displayed F Add Change Handler Rule i x 1 Triggering Event When this happens Refer to this Rule as il utlook Calendar A ppointment Set DSS Message 2 Conditions If these Conditions are True 3 Actions Then take these Actions a Immediately set Phone Status Message Check Action b AFter lo Seconds None gt Check Action Add Action Delete Action Export Rule OK Cancel The second rule will trigger only when the Appointment sends an indication of the Appointment be set to a Free status The action is to turn off the DSS message Calendar Status f Amy O Free Busy amp Out of Office Subject any Matches this Subject O o Event Importance f Any Low Normal High a Add Change Handler Rule y x l
82. e Importing Rules below for more details Note When exporting a rule if a file with that name already exists an error message will occur and the rule will not be copied when this occurs you will need to use Explorer to rename the existing file and then export again When the Strata Call Manager program starts up it automatically imports rules from the compiled NET_PHN RUL rules file plus all rule files RUx it finds in its startup folder The last character used in the file name extension defines how the rule file is treated when importing e RUI These files are individual rules created by exporting These will be imported only when a rule using the same name does not exist in the compiled file Thus when this file exists and the user made changes to this rule the user can revert back to the original operation by deleting the current rule in Strata Call Manager then stopping and restarting Strata Call Manager e RU1 Upon startup Strata Call Manager always imports rules from all One Shot rule files RU1 When a rule with the same name exists the rule will be overwritten Once imported the One Shot export file is deleted These one shot files can thus be used to import a rule just one time allowing the user to change or delete the rule as desired e RUO Upon startup Strata Call Manager always imports all Over Write rule files which overwrites any rule of the same name These files can be useful to
83. e PC sound card a Add Edit Action Play Wav File Path amp Filename WHISTLE WAM Blow Whistle Type Play a WAY file Browse Save Cancel Show Test Path amp Filename Enter the complete path name for the WAV file to be played or browse to find the path of the file This action sends a URL to the PC s default web browser run the web browser if it isn t already running Works with Netscape Navigator and Microsoft Internet Explorer a Add Edit Action Pop External Web Browser Toshiba Web Page ne Type Pop External Web Browser http ww toshiba comvtaisted Cancel Show Test URL Enter the complete URL name for the Web site to be opened in your browser The URL can contain Action Variables to make the lookup use call information TOSHIBA 55 Strata CIX Actions 96 Pop Internal Web Browser This action can be used to send a URL to the built in web browser of the Strata Call Manager when installed or can be used to create access to other companion application programs An example of using your Personal Call Handler to automatically open the Integrated Web Window whenever an outside call rings in to provide a script to for answering that call The URL can contain action variables for example using the DID DNIS number used for the call to open a page created for each DID DNIS number Thus when the call arrives a screen opens for a script or question
84. e for each chat Use the variable u to log a conversation to the file name of the user that you conversed with For example if you had a conversation with January your file name would be Jan log You can combine the use of the variables if desired For example the log file name could be C PROGRAM FILES CTS CHAT d u log The log files will be defined first by date then by the name of the Chat party Reversing the parameters u d log would be organized by name then date Strata Call Manager Chat is designed to operate with other Windows applications For example a user of a phone program such as Strata Call Manager may want to press a button to immediately open a chat window with your ACD supervisor when you re on an Urgent Call Or you may want to coordinate the DND settings of your phone with the DND of Chat Or you may need to periodically send a broadcast message to a group of people based upon a trigger such as a meeting reminder These types of operations are supported by a DDE Command interface This section defines the format for the DDE Command Interface its supported commands with examples with how they can be used TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications Format of the DDE Other programs can be setup to send DDE commands to trigger actions in Command Interface Chat to perform a set of functions The basic format for this DDE command is as follows e Application Name MSGPOP e T
85. e if there is a match If there is an exact match only one Contact entry matches the name and account number from the Contact will be automatically attached to the call Typically this should always be enabled Automatically Open a CONTACT for each Call When enabled whenever you dial a phone number that matches an Outlook Contact that contact will be popped only sometimes referred to as Reverse Screen Pop Add New Contact if No Match Found When enabled if no contact matches this phone number a New contact in Outlook will automatically pop Up Automatically Open a JOURNAL for each Call Using Outlook Journal entry makes it convenient to keep track of phone calls made or received and to takes notes while on a call By enabling this option a New Journal entry will be popped open whenever you make a call Also if the phone number exactly matches an Outlook Contact then this new Journal entry will be automatically associated with that Contact Automatically View the Contact s Web Page When enabled if the contact record contains a Web address for the caller this web page will pop up within the browser Incoming Screen Pop Use the Personal Call Handler feature to perform Outlook Screen Pops Calendar Enable appointment and reminder events from Outlook Calendar Outlook Phone Link With the Outlook Link application installed click the Setup button to access the Setup Configuration f
86. e of wildcards TOSHIBA 77 Strata CIX Personal Call Handler e Status is Idle Whenever the station is idle and the DND button is toggled or whenever an ACD agent ends wrap up time and becomes available to take a call 2 Conditions IF these Conditions are True Do Not Disturb Status Only Idle when DND is On i DNC is GFF amp DND is On or OFF ACD Agent Status Only Idle when M Wrap up is Completed and Agent is Available e Do Not Disturb Status Select whether the station is to be considered idle when the DND Status is e ACD Agent Status Check the box to trigger when an agent goes idle after completing the wrap up e Change in DND Status Whenever the DND or message status change takes place the message set is checked to see if it matches the defined conditions 2 Conditions IF these Conditions are True Do Not Disturb Change fe On or OFF Turned OFF Turned On Turned On with Message Msg Begins with Affected Phone My Phone cc My Secondary Extension e Do Not Disturb Change Select the DND Status change to cause the trigger For the item with a message to match enter the beginning characters of the message See Like Matches and Unlike Matches for use of wildcards e Affected Phone Select whether this rule will be based upon My Phone or My Secondary Extension 78 TOSHIBA Strata Call Manager UG Strata CIX Personal Call H
87. e path name for writing the exported file or browse to find the path TOSHIBA Strata Call Manager UG Strata CIX Actions Log Info to File This action writes a string of information to a text file This can be used to make a call log like personal SMDR and or to trigger actions in other programs A wide range of call and system variables see Action Variables on page 66 may be used to create the information to be written into the file FF Add Edit Action Log Info to File Log Filename Browse Type lication Data Toshiba StrataCalManagerCallLog txt Log Info to File Log String lt a S0St amp TSt 38 E 6H 10N 35460 Save Cancel Show Test e Log Filename Enter the complete path name of the file to log the information Use the Browse button to find the file name when needed e Log String Create the string defining the content to be written into the file The above example created the following entries into the file CallsLog txt Note The number of characters sent for the name variable was limited to the first 10 characters 10N which truncated the names in the file to the first 10 characters See Action Variables on page 66 for details 12 02 04 16 27 In 1027 480 496 9040 Joe Blow No 12 02 04 16 28 In 1027 480 629 8723 Joyce Gree Yes 12 02 04 16 28 In 1027 949 853 3351 Katz Yamag Yes Lookup in Outlook This action will lookup the phone number in Microsoft Outlook and
88. e plus all action files ACx it finds in its startup folder The last character used in the extension of the file name defines how the action file is treated on importing e ACI These files are individual actions created by Exporting Actions These will be imported only when an action using the same action name does not exist in the compiled file Thus when this file exists and the user had made changes to this action the user can revert back to the original operation by deleting the current action in Strata Call Manager then stopping and restarting Strata Call Manager e AC1 Upon startup Strata Call Manager always imports all One Shot action files AC1 When an action of the same name exists the action will be overwritten Once imported the One Shot export files are deleted These one shot files can thus be used to import an action just one time allowing the user to change or delete the action as desired e ACO Upon startup Strata Call Manager always imports all Over Write action files and overwrites any action with the same name These are useful to ensure the actions do not get changed or when making corrections on other Strata Call Managers e ACO This type of file is only imported at initial startup of the Strata Call Manager or when the compiled actions file AGT _PHN ACS is not found at startup These files allow you to design an action export it rename it and then copy the file to
89. e price paid To the maximum extent permitted by applicable law in no event shall TIU or its suppliers be liable to You for damages for loss of profits or revenues or any consequential special incidental or indirect loss or damages including claims for personal injury business interruption loss of business information data or any other pecuniary loss of any kind howsoever arising whether in breach of contract negligence or other tort or otherwise out of the use or inability to use the Software even if TIU or its supplier has been advised of the possibility of such damages In no event shall TIU or its suppliers be liable for any claim by a third party TIU shall however accept liability for death or personal injury caused by its own negligence and as otherwise required by applicable law 8 Governing Law and Jurisdiction This Agreement shall be governed and construed in accordance with the laws of England The Parties irrevocably submit to the exclusive jurisdiction of the English Courts in respect of any matter claim or dispute arising under out of from or in connection with this Agreement 9 Export Laws This Agreement relates to Products Software and or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the United States Department of Commerce prior to export Any export directly or indirectly in contravention of the United States Export Administration Regula
90. ea code should be defined here This is used only when you choose to use the Local Dial Plan TOSHIBA Strata Call Manager UG Strata CIX Preferences Dialing Outside Numbers e Dial same as User Dialed With this option selected outside phone numbers will be dialed exactly how the user dialed them unchanged by Strata Call Manager e Use Local Dial Plan When this option is selected the user dials an outside phone number the number will be analyzed according the dial plan and the number will be automatically modified add 1 for Long distance etc before Strata Call Manager dials it Use the Change Plan button to view and or change the settings of the dial plan e Use SERVER Dial Plan When this option is selected the dial plan that is configured on the NET Server will be used as the dial plan You can press the Check Plan button to bring up the Server Dial Plan Tester screen that allows you to enter a Test Phone Number and see how it will be dialed It is the responsibility of the System Administrator to setup and maintain the server dial plan a Server Dial Plan Testor Test Phone Number Result Phone Number 02496901 5 Test Result Information Done Dialer When the Dialer option is installed two action buttons can be defined for use with the Dialer These user defined buttons can appear on both the Ready to Dial and the Results screens used with the Dialer e Ready to Dial Enable the Action butt
91. ee ee a a A a 68 EXPONO AC NOM Suri is 69 IMPONAJ ACUSA a a Dl 69 EESUINIACION aras Gamat ces onda poo eae gene eee aes ee en 70 TOSHIBA Strata Call Manager UG 09 10 Contents Chapter 6 Personal Call Handler Chapter 6 Personal Call Handler Creating Personal Call Handling Rules ooccoccccoccoocnoconoconccnnnocononcncnonconononnnononnnnnnonnnonanenannnnaness 72 LIKE Malone Sisa 80 UNIKS WAG INS tete dr drid dali 80 EXPO RUIG S ina aa 81 IMPOrIna Rules educada aa oia das vlan aie aha c 81 Chapter 7 Using Microsoft Outlook Dialing TEOM WIM COUNIG OK is e o fca nin 83 ACOM CAS ca a aa 83 A A 84 Integrating with Outlook Calendar oocccocccocnoconoccnoconnconnononcnnnnonnnonnnonanonnnnonnnonanonannnnnnenanennnenaninos 85 Create Actions to set and clear the DSS Message ocooccccccccocccccncocnconcnoncnnncnnonnnnnnonanonnnnnnnnnnrnonanonanos 85 Create Personal Call Handler Rules oocccocnoccncconccconoconoconononnnnononononanonannnnnnonanonanonannnnnnananinnnns 86 SANTI ARS e et oe 86 Chapter 8 Using Companion Applications o 0 sade esting eas ates taues aie OA eee A ree 89 SONNO ENT o al TS dl da 89 Searching EMS e O 89 EAU o dd 89 Personal Speed Dial DeCoy isori nia 91 Presence VIS WO Fusil a E 92 O 94 AGD WOW CM OA hans e A a a a 98 Logging Imor OU tosis cee eoinctec late haves a r a a a uen ds daa eaaiincas 99 ACD GlOUD SINUS brindis 101 INOUMECAUOMS axa 0552 oe ti
92. em when supported by the Strata CIX The Extra Info option can enter or change any field for this call Standard Info Phone Number Enter a phone number to be used as the Caller ID number for this call This replaces an existing number or adds a number if blank e Name Enter a name for the caller to be used as the Caller ID name This replaces an existing name or adds a name if blank e Account Enter an account code for the call This replaces an existing number or adds a number if blank 54 TOSHIBA Strata Call Manager UG Extra Info Play WAV File Pop External Web Browser Strata Call Manager UG Strata CIX Actions a Add Edit Action Information Type Modify Call Information E Standard Into Type Modify Call Information Save f Extra Into Field Name PREFAGENT Value l 2007 Cancel Show Test e Field Name Enter the name of the field to be changed This name must match exactly the field name including uppercase and lowercase syntax For example a user may want to create User Programmable Keys identifying the Preferred Agent for the call prior to transferring the call into a queue The Field Name would be entered as PREFAGENT The value would be the agent s ID code e Value Enter the value to be used for this field Following the above example then the agent s ID code would be entered into this field This action will play a specified WAV file on th
93. en Pop ACT 2005 2009 Screen Pop ACT 4 Screen Pop GoldMine Delete Action Done Select the appropriate action or button to add copy edit test or delete action The appropriate action screen displays Click Save and then click Done Refer to Chapter 5 Actions for more information on editing actions 48 TOSHIBA Strata Call Manager UG ACD Keys DSS Extension Keys Strata Call Manager UG Strata CIX Buttons ACD keys can be set on any button including Buttons companion applications and the side view buttons Depending on the configuration of your call center these keys can be used to 1 Login or Logout of ACD groups via Agent ID and phone Extension and or 2 to Show Set your Agent status Other ACD functions may be available in the User Defined Actions depending upon the PBX used with Strata Call Manager Note The color of ACD Keys cannot be changed as the colors are determined by the ACD State for the key setup Key Sample Key Label Action ACD Key fa y Cancel initialize Direct Station Selection provides one button dialing to a specific station DSS Keys also provide a visual status indicator of the station Ringing Busy Idle or Do Not Disturb To create DSS keys 1 Set action to DSS extension key 2 Click the magnifying glass 3 Select the contact from your directory as it is shown in the little popup on the s
94. en by someone Use a specific contact name once you are working with an agent and they request you send the Zip Log Files to them e Description It is highly recommended to write a description of the problem including all pertinent details such as the conditions and approximate time the incident occurred These descriptions aid in narrowing down where to look in the log files for the problem encountered e Options Clicking the Options button opens a screen to provide options for how the files are to be sent The default and recommended option is to Send Directly to FTP Site As an option when direct Internet access is not available from that PC the files can be zipped into smaller files saved on your PC in your Local Settings folder typically C Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Manager Zip These files can then be e mailed to TOSHIBA Strata Call Manager UG Strata CIX Preferences Setting Up Hot Key Strata Call Manager provides two global Hot Keys that you can press within Dialing amp Popup any application to send a request to Strata Call Manager The first key is the Dial Hot Key provides a method for dialing a number from any application For example you may have a phone number in a Microsoft Word document that you can highlight in the Word document and press the hot key combination assigned This dials the number in Strata Call Manager By de
95. er each call is completed e Completed e Busy e Left a Message e No Answer e Wrong Number Functions When you have selected an entry in the Calls you can change the entry by simply double clicking on the desired entry However if you right click on the entry additional menu options will appear to show other functions you may want to perform e Call Now immediately place this call This can be used even if the power dialer has been disabled e Edit Allows you to Add Change Delete and Copy individual entries Entries can also be added using drag and drop and or importing as described in the Adding Calls to the Dialer on page 132 e Lookup in Outlook lookup this number in Microsoft Outlook and open the matching contact e Print Listing print a listing of all entries shown in the calls window The position and width of the columns can be changed to format the printout as desired Strata Call Manager UG TOSHIBA 129 Strata CIX Using Companion Applications Sorting Entries Dialer Operation Ready to Dial 130 To sort the entries simply click on the column header by which you desire the sort to occur Click the same column header again and it will switch the sort from ascending to descending or vice versa Thus if you want to sort by name click the Name column header to sort by phone number click the Phone column header and so forth Click the AddCall button to place a dialer call
96. essages opening a chat conversation Chat can only be between two users You cannot have a multi way chat more than two users You can have multiple two way chat conversations To Answer a Chat Call 1 A Silent Message Conversation window will automatically pop up showing who is calling you and a sound will play based upon your Preference Settings You must respond within 30 seconds to this message or the caller will get a message User did not respond However the 30 seconds setting is configurable Ongoing conversations follow those described in To Send a Text Messageand Options During a Chat Conversation TOSHIBA 109 Strata CIX Using Companion Applications To Send a Text Message 1 Press a pre programmed Response button or Type the message into the text box at the bottom of the window and press either the Send button or the Enter key on your keyboard shown below ES Daniel e x10206 Silent Message Conversation AE File Edit View Chat Chat Box 08 38 Danny Hello 08 38 Daniel Hello O ie o ias Conversation with Damel 10206 on 11 17 2009 Options During a Chat Conversation Several options are available to the user when right clicking within the conversation window to open a menu of options The chat window contains three windows the Chat Box the Canned Replies and the Whiteboard The whiteboard may not be visible in the chat window it depends on configuration The three windows are a
97. fault the Hot Key is F11 The second key is the Popup Hot Key which will bring Strata Call Manager to the front on the screen This can be very useful if the Strata Call Manager is minimized or is behind other windows on your screen Strata Call Manager must be running for this hot key to work Setting Shortcut Click Preferences gt Hot Keys displays the Hot Key Dialing amp Popup setup Keys dialog box 4 Setup Hot Keys Dial Hot Key i Enabled ctil ate To Shit F11 Copy Setting Chi c Ctr INS Popup Hot Key Enabled Th ctri T alt To Shif F10 Save Cancel e Dial Hot Key Enable the hot key button and select the key to use including any modifying keys to be used in combination e Popup Hot Key Enable the hot key button and select the key to use including any modifying keys to be used in combination Note Many applications use various hot keys or keyboard shortcuts These keys are defined in advanced settings that your administrator can change if you encounter a conflict with another application See Strata Call Manager System Administration Manual for details Strata Call Manager UG TOSHIBA 35 Strata CIX Preferences Skin Editor 36 Application Menu Logo The entire color scheme as well as the look and feel of the SCM can be changed dramatically by simply selecting a different skin Skins can affect the following elements of SCM Screen background colors texture and a
98. for your display Messages that appear on the bottom line can have three different colors depending upon the priority of the text being displayed The priority is determined by your settings in the Extra Call Information configuration These settings can be found in Preferences tab gt General gt Extra Call Information Right click on the LCD area to bring up the menu options e Change background color e Change Top Line Text color e Change High Priority Text Color e Change Medium Priority Text Color TOSHIBA Strata Call Manager UG Insert your Logo into the Skin Changing Call Windows Appearance Changing the Button ACD Button Appearance Strata Call Manager UG Strata CIX Preferences e Change Low Priority Text Color e Change Font e Reset You can choose a graphic different from the default logo that may be used for display in the title line of the SCM display and application menu logo The Skin Editor provides a series of default graphics and allows for using png Jpg gif or bmp formatted graphics as well The graphic size should not be larger than 22 x 224 pixels to fit within the available space e Click the Title Bar option to change Title Bar logo Browse to select your graphic file in the dialog box e Click on Application Menu option to change application menu logo Browse to select your graphic file in the dialog box Set the Call Window Colors and Font Right click on any call window area to show menu op
99. ger schedules Group Meetings with his staff He wants to use Outlook to schedule the meeting and use the Outlook Reminder to send a Chat Broadcast to his group a few minutes before the meeting 1 In Chat a Personal Group is created containing the members of lt Tech Support gt 2 In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM 126 TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications In DDE Message enter ONESHOT lt Tech Support gt H Group Meeting at U 15 60 a Add Edit Action Mame App Mame Topic MSGPOPISYSTEM Group Meeting Broadcast pe Topic MSGPOPISYSTEM DDE Message Type ONESHOT lt Tech Support Group Meetin Send DDE Msg Run Program if Mot running save Program EXE Cancel Show Test 3 In Strata Call Manager creates a Personal Call Handler Rule to trigger when a Calendar Reminder event occurs and the Subject matches Group Meeting This trigger will result in the action Group Meeting Broadcast to be taken The assumption is the Outlook meeting reminder is provided 15 minutes prior to the scheduled meeting E Add Change Handler Rule my sx 1 Triggering Event When this happens Refer to this Rule as Outlook Calendar Reminder Group Meeting Reminder 2 Conditions IF these Conditions are True 3 Actions Then take these Actions
100. he Chat Back option sending to a group of people all recipients will have the Chat back option and if everyone responds it could result in a large number of simultaneous chat calls back to you 5 Click Send 112 TOSHIBA Strata Call Manager UG Chat Feature Operation Do Not Disturb Strata Call Manager UG Strata CIX Using Companion Applications The Chat Do Not Disturb DND feature is disabled by default For this feature to operate the Enable Do Not Disturb feature must be selected in the Features Tab of Chat Setup This feature works independent of Strata Call Manager s DND See Interfacing with Other Programs on page 122 for details on how to automatically link the Chat DND status with Strata Call Manager s Chat Setup Messages Response Buttons Features Logging Features Allow others to push URL to me Show offline users in Everyone folder Do not take focus from other applications Whiteboard C Show shareboard initially Default Highlighting y Color Magenta Settings Save Location Local machine Current user To Set Do Not Disturb When you want to prevent further incoming chat calls the Do No Disturb feature can be turned on This feature allows you to provide a specific message such as In a Meeting Until 3pm to anyone attempting to place a chat call to you To go into DND status DND is set in the chat toolbar by selecting the DND checkbox and
101. he call spent on this Strata Call Manager extension in hours minutes and seconds This time does not include any time the call spent on any other extensions before or after being on this extension e Acct Code Shows the account code if any that was attached to this call Customers often use Account Codes to indicate something about the call such as the Customer ID the result code of the call i e order was placed needs follow up unable to reach party was busy etc This account code could have been attached to the call prior to reaching this phone or it could have been added or changed by you while it was on your extension Call History logs the current Account Code when the call leaves the Strata Call Manager extension TOSHIBA Strata Call Manager UG Strata Call Manager UG Strata CIX Using Companion Applications e Type This can either be IC or CO indicating the type of call internal or external It also indicates the Station ACD Hunt Group Announcement AA and voicemail e Notes Shows the Notes that were taken during this call These Notes could have been attached to the call prior to reaching this phone and or they could have been added or changed by you while it was on your extension Call History logs the current set of Notes when the call leaves the Strata Call Manager extension e To Call Double click the desired number from the list e Drag and Drop to Call
102. hen take these Actions 2 Conditions IF these Conditions are True 3 Actions Then take these Actions ara PTE Sas a Immediately afar Sa a Immediately o Aol Distur ange ChatpNDOfF y o Aot Distur ange Chat DND On y Chat DND Off Chat DND O COn or Or E Gn or OFF 2 2 f Turned Off Check Action Turned CFF Check Action Turned On Turned On Turned On with Message b After lo Seconds amp Turned On with Message b After lo Seconds Msg Begins with lt None gt Msg Begins with IN MEETING UNTIL lt None gt Check Action Gheck action Add Action Delete Action dd Action Delete Action Export Rule Export Rule OK Cancel OK Cancel Command 4 Sending a Format ONESHOT Ext Name Urgency Message Timeout where CnalBroadcast Message e ONESHOT The command name e Ext Name The extension number or name of the individual or group to receive the message Examples e Ext 1001 e Name Linda lt Tech Support gt or lt lt Sales gt gt e For Everyone NoteThe broadcast group names must contain the lt and gt or lt lt and gt gt characters as part of the name e Urgency enter H if urgent message and leave blank if normal message e Message The text message to be sent e Timeout The number of seconds for popup to expire If left blank it will be set to the default of 60 seconds Example The Tech Support Mana
103. ic Chat DND Off PF Top MSGPOPISYSTEM Taz DDE Message DND OFF Send DDE Hsg Run Program if Mot running _ save Program ExE Cancel Show Test TT 2 In Strata Call Manager create another User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND ON In Meeting Until amp U 60 Note Weare using the same time parameter used for setting Strata Call Managers DND which uses another User Defined Action that also includes amp U 60 to set the time to 60 minutes from now a Add Edit Action Pame j App Mame Topic TEETE PP Top MSGPOPISYSTEM lt a DDE Message Ype DND ON In Meeting Until amp U 60 Send DDE Msg Run Program if Not running Save Program EXE AAA Cancel Show Test Strata Call Manager UG TOSHIBA 125 Strata CIX Using Companion Applications 3 In Strata Call Manager create two Personal Call Handler Rules to trigger when the DND status changes causing Chat DND to follow Strata Call Manager s DND status The two rules are shown below a Add Change Handler Rule 3 xX a Add Change Handler Rule 3 A 1 Triggering Event When this happens Refer to this Rule as 1 Triggering Event When this happens Refer to this Rule as Change in DND status Turn Chat DND Off Change in DND status Chat DND On IN MEETING 2 Conditions IF these Conditions are True 3 Actions T
104. ide This will set the label for you You can then change the colors and edit the name for easy identification Setup Key Sample Skip Key Label Skip DefaultColors Action DSS Extension Key C Show Msg Waiting FBX Extension 1001 e TOSHIBA 49 Strata CIX Buttons Web Keys Run Program Keys Creating Keys using Drag amp Drop 50 Web keys allow you to program an Internet or intranet URL into the key Press the key to open the default web browser to the specified web page setup Key Sample Toshiba TED Key Label Toshiba TSD Action Web Key v Web URL www telecom toshiba coml This sets the key to run a specific application or load a specific document For example you could create a Calculator key to run the windows calculator by setting the Program filename to CALC EXE Alternatively you could create a key to show your projects Excel spreadsheet by simply setting the Program or Document Filename to PROJECTS XLS setup Key Sample Calculator Back Color Key Label Calculator Action Run Program w Program or Document Filename calc exel a Program unused keys by simply dragging phone numbers or feature codes from other programs Some examples include e Drag a Contact from Microsoft Outlook to a key to create a Speed Dial button e Drag a call from the Call History to create a Speed Dial button e Drag
105. ime of going to print however all liability for errors or omissions is excluded Version 0 CAUTION Copyright 2012 Toshiba Information Systems UK Ltd Business Communications Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval systems without express written permission of the publisher of this material Strata and Stratagy are registered trademarks of the Toshiba Corporation in Japan and other countries Trademarks registered trademarks and service marks are the property of their respective owners Do not use cleansers that contain benzene paint thinner alcohol or other solvents on the telephone s rubber feet The colour of the rubber may transfer to the desk or mounting surface Patent Marking for G 729a Products may be covered by one or more of the following US patents and their counterparts in othercountries US5 787 391 US5 717 825 US5 708 757 US5 754 976 US5 701 392 US5 699 482 US5 444 816 COMPLIANCE STATEMENT Business products that can be clearly distinguished from consumer products Following information is only for EU member states The use of the symbol indicates that this product may not be treated as household waste By ensuring this product is disposed of correctly you will help prevent potential negative conse
106. immediate transfer to another station or use the mouse to drag and drop the call from the LCD display window onto a DSS button for immediate transfer to another station TOSHIBA 13 Strata CIX Using Strata Call Manager Features 14 Call Forwarding To Set Call Forwarding 1 Click the FWD Off button 2 Choose a Forwarding type from the pull down listing shown below a FWD off 3 Enter a Destination for the forwarded calls Set Call Forwarding E ChooseForwarding immediate Destinati on 1001 Save Cancel 4 Click Save to compete the setting Note Include the trunk access code for external numbers To Clear Call Forwarding 1 Click the G2 Fw of 2 Choose lt None gt from the pull down listing button 3 Click Save to remove the previous setting TOSHIBA Strata Call Manager UG Status Messages and DND Strata Call Manager UG Strata CIX Using Strata Call Manager Features Status messages and DND is available under the DND Off option Setting a Status Message 1 Click the ome orf button to bring up the Set DND or Status Message window The following screen displays a Set Status Message E f Status Msg Only On C Msg Off My Primary Ext 154351 Choose Status Message i Custom 2nd Line Returning at 2pm 11 4 Save Cancel Msg Off Change the selection to Status Msg Only On Use the pull down listing and select a Status Message or Do Not Disturb
107. ined in agnt_ph ini TAPI Call ID Calling Number hyphenated type 2 format defined in agnt_ph ini Elapsed Time of Call H MM SS Main Listed Phone Number Use with Export Call Info actions CallerlD Name outside calls only requires CallerlD ORCtield Outlook Calendar Reminder fields or SUBJECT subject field of Outlook event 0C field 2 START start Date Time of event END ending Date Time of event IMPORTANCE Importance Low Normal High of event 5 LOCATION location of event 6 ADVANCE number of minutes of advance notice 7 STATUS Busy status Free Busy Out of Office of event 8 STIM start Time without the Date 9 DIFF time difference before event start e g 15 min utes will report 15 Minutes Used for text to speech announcments Incoming CallerlD Number ANI Outgoing Dialed Number Call Answered Y es or N o Call Type IC or CO IC Intercom call CO Outside call 66 TOSHIBA Strata Call Manager UG Strata CIX Actions Variable Information _ _ _ _ _ _ _ __ YV The Extra Call Info screen allows you to configure a button for each Call Info field This variable V contains the value of that Call Info field for use when defining an Action trigger W Contains 1 if Outlook Link found a match in Outlook Con tains 0 if Outlook
108. irm the action The system should have at least one skin deleting the last skin will be rejected TOSHIBA 3 Strata CIX Preferences The Skin Editor Set Background Color and 38 General Appearance LCD Background and Text Colors Start by Opening a Skin File or Creating a New File The design begins by loading an existing Skin File or starting with a new skin design See the procedures above TOSHIBA Strata Cal Manager x Mew 3 me OrFfice2007 Blue Create new skin Color Empty Sarre Save current settings Blend Color Save As E Sak Save the skin as ne Message Email the skin ority M essAage Send the skin as email Close Default Button Select the color scheme from the drop down menu On some color schemes i e Office2007 Blue Office2007 Black Red Planet and Office2007 Silver you have the option to blend secondary colors to make a different color from the standard Office 2007 colors e Blend Color When this option is shown you can click the option to bring up a color palette dialog box to select the blend color Note The bend option is not available on some color schemes for example Red Planet does not have a blend option and it will not display on the menu e Clear Blend Color Click this option to clear selected blend color The LCD Display reflects the current status of the phone and offers two lines The background color and the top and bottom line text can be chosen
109. ive call from J N C CALLNAME Jan Help have an abusr Send DDE Msg Save Cancel Run Program if Mot running Program ExE Show Test 2 Choose a key on Strata Call Manager right click and select 124 Change Key Name the key choose the colors and select a type as User Defined Actions Select Notify Jan Abusive Call from the list of actions and Save TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications Command 3 Set DND Format DND DND_State Message where option on or off in Chat e DND The command name e DND_State Enter ON for turning on DND or OFF when turning off DND e Message Enter the text message to be sent to callers reaching this station If the message is left blank opening and closing quotes only then the message previously used will be displayed without change Example The Strata Call Manager user would like to have Chat DND follow the status of Strata Call Manager s DND status automatically when Strata Call Manager is changed In this case Chat should be in DND when the user is in a meeting Chat should reflect the same message that is seen on Strata Call Manager DSS keys 1 In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter DND OFF a Add Edit Action Mame App Name Top
110. ke Matches for use of wildcards Extra Info Select a Field Name CallerlD Name or type in another field name and then choose how to treat this information For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards Account Code Select the account code type to be used For the last two options enter a specific number in the box including wildcard characters when needed See Like Matches and Unlike Matches for use of wildcards TOSHIBA Strata Call Manager UG Strata CIX Personal Call Handler e Call Disconnect Whenever a call leaves the phone whether the caller hung up or the call was transferred or forwarded 2 Conditions IF these Conditions are True Call Type Call was Answered f Any C IC Only i Doesn t Matter Outside Only Yes No Call Direction e Any Incoming Only C Outgoing Only e Call Type Select the call type for the ringing call e Call Direction Select the direction of the call to be triggered e Call was Answered Select whether the call was answered y Phone Software Startup 2 Conditions IF these Conditions are True Happens whenever the Strata Call Manager software starts up and is in full operation with the PBX e Phone SoftwareShutdown Happens whenever Strata Call Manager software is shutdown using a normal Exit Strata Call Manager UG T
111. l Manager to automatically pop up when a call rings on your phone e Pop Up on Call being Dialed Check this option if you d like your Strata Call Manager to automatically pop up whenever a call is being dialed from another program via TAPI or DDE dialing or dialed via Hot Key dialing e Always on Top Use this option to keep Strata Call Manager on top of all other programs This makes it easily accessible e Low Profile Enabling this option makes the Strata Call Manager very thin in the Streamlined Mode by eliminating the Option Buttons on the bottom of the screen e Mobile User some users travel with a laptop PC from desktop to desktop each time using the Strata Call Manager with a different PBX extension This Mobile User option will pop up a Login screen each time Strata Call Manager is started so that they can log into the appropriate PBX phone extension e Disable Ribbon Key Tips When this box is unchecked pressing ALT while using SCM will popup the ribbon KeyTips which allow you to access any tool with a few keystrokes When checked KeyTips will be disabled allowing you to use the ALT key without them popping up Call History Enable Call Logging To have Strata Call Manager collect and display Call History Call Logging must be enabled 22 TOSHIBA Strata Call Manager UG Strata CIX Preferences Call Types e Once Call Logging is enabled a choice needs to be made to log All Intercom On
112. l on the Ribbon has a KeyTip assigned to it which you can navigate with using your keyboard To begin press Alt Small boxes with letters inside appear over various tools on the ribbon To use that tool press the letter For example press Alt C to use the Compact button If the tool is a container type tool such as a Ribbon Tab Drop down menu or the Application menu pressing the associated KeyTip will show the KeyTips of tools in that container From there you can press another KeyTip to use a tool in that container or press Escape to return up one level showing the keytips from before For example press Alt A to transfer to the Actions ribbon tab then press N to launch the New Action dialog box Note If you want a tool to be available without having to navigate the ribbon you can add it to the Quick Access Toolbar Tools on the QAT respond to Alt 1 Alt 2 etc SCM also has Hot Keys for dialing and popping up to quickly answer calls which can be set in Preferences gt Hot Keys TOSHIBA 7 Strata CIX The Grand Tour The Side Window Screen Call Handler Mode Buttons Mode Click the Side Window button on the main screen to cause the side window to appear just to the right side of the main window or below when the main window is docked The side window provides access to the Personal Call Handler window and additional programmable buttons can also be reached This window is docked
113. lay the Change Dial Rules screen e To Add Local Prefix Codes Enter the prefix code and click Add The wild card character can be entered at the end of a prefix code entry to represent a range of codes For example 5 would represent all codes 750 to 759 and would represent codes 700 to 799 e To Delete Local Prefix Codes Highlight a prefix entry and click Delete button The delete button removes the entire entry from the list thus if the entry has a wild card then it removes all codes represented by the wild card character e To Delete a Specific Prefix Code To delete one prefix code that is part of a range of codes entered using a wild card character enter the prefix code to be considered not local in the Long Distance box and click Add For example if prefix code 755 is long distance but all other 75 codes are local first enter 75 into the local list and the add 755 as Long Distance the resulting local list will be 750 751 752 753 754 756 757 758 and 759 e Dial Area Code on Local Calls Enable this feature in areas such as London where you must always dial the full 11 digit phone number include the area code even when the call is local e Add 1 Check the box if you need to dial a leading 1 before the number for calls within your Home Area Code applies to US callss e Dial Area Code Plus the Number Check the box when the home area code is also to be dialed Strata Call Man
114. ly or Outside Only calls e Sound File Enter the path to the WAV file to be played Use the Browse button when needed to search for the path to the sound file Audible Message Waiting An audible sound can be played when the Message Waiting indication turns on The sound played can be any WAV file of your choosing e Enable Sound Placing a check mark in the box enables playing a sound in the file shown Clicking the Test button will allow you to listen to the sound selected Extra Info Screen Each call may have additional information attached to the call that may be useful The Configuration button in the window accesses the screen for enabling this feature as well as choosing the extra information items to be displayed along with their properties shown below With the Extra Info Feature enabled this symbol appears with each call When the symbol is gray no information is present when cyan information is attached and when red high priority information is available e Extra Info Feature Provides for enabling or disabling this feature When disabled the Call Information icon will not appear with each call e Static Information Fields These fields will have a fixed area within the Call Notes window for the information to be displayed You have the ability to Add Change an existing or Remove any field a Extra Information Feature Extra Info Feature Static Info Fields gt Notes Enable Disable Add E
115. manufacturer and passed on intact to the purchaser by Toshiba Customers should consult their product documentation for third party warranty information specific to third party products More information may also be available in some cases from the manufacturer s public website While Toshiba offers a wide selection of software hardware and peripheral products we do not specifically test or guarantee that the third party products we offer work under every configuration with any or all of the various models of the Toshiba Strata CIX Toshiba does not endorse warrant nor assume any liability in connection with such third party products or services If you have questions about compatibility we recommend and encourage you to contact the third party software hardware and peripheral product manufacturer directly Contents Introduction A ene eg oc eR Ot eee V CONVENIOS rta Ad V Related Documents Mediana ada vi Chapter 1 The Grand Tour TRSM o Ue SoM asec fet a e a e A E A E 2 The COMPaciWMeWo os 2 Expanded VEN ureo oa id 5 SES DOCked VIEWS ida A 6 Strata Call Manager Main Menu c ccccscccsseceeeceeeeceeccueeeauecaueecaeecaeecueseueceueesueecaeecseessesssueessaeens 6 SRON CUS naaa aio idas T Quick ACCESS TOM OAT eraai ica 7 FO US carapace A A suueurenas vimanas T O A IA a A O Y WS SIGS VV MMO OW Scam 8 A VOICI le VIO du trata a as 8 Be NON SPN Cl acc ada raed eid aaa 8 COMPANION Application VVINGOWS dai iii 9 CTS Ti A
116. may not see the Screen Pop since the call will leave this station thus the Screen Pop will likely disappear as well For the user to see who is calling and provide an ability to answer the call or do nothing then creating the Screen Pop to occur immediately and the Call Divert action to occur using a time delay then the two rules would result in displaying the Screen Pop and then pausing before diverting the call Note This example was for illustration purposes These two actions can actually be done within a single rule to make the creating of rules simpler To Open Call Handler Rules 1 Click the Personal Call Handler icon far gt Personal Call Handler tab The following screen displays Strata Call Manager Personal Call Handler Mitine de Add Edit Delete Enabled Trigger Immediate Action Delayed Action Incoming call with Screen Pop Outlo To Delete a Rule e Highlight the rule to delete and click Delete To Add or Change a Call Handling Rule 1 Click the Add button TOSHIBA Strata Call Manager UG Strata CIX Personal Call Handler or highlight the rule to be changed and click Edit a Add Change Handler Rule L Triggering Event When this happens Refer to this Rule as ST cal from Home 2 Conditions If these Conditions are True 3 Actions Then take a Immediately Call Type Extra Info f An
117. n To Save a Skin To Save As a Skin To Delete a Skin Strata Call Manager UG Strata CIX Preferences When the design is complete then you can easily change to this skin by right clicking the mouse on the logo on the main window and selecting the skin name from the Phone Colors menu Each skin design is saved in a file which is a file starting with skin_ and ending with INI These files are stored along with other configuration data on your PC in the Local Settings SCM folder skins A number of basic skin designs are included with SCM Icons next to the skin name provide easy access to save save as create new and delete skin functions Some of these icons can also be accessed using the application menu button To exit the skin editor just click the cross icon on the top right corner of the skin editor Click the new icon and a Skin Name dialog will pop up to allow you to enter the name of the skin The new skin initially will have current existing configuration as you see on the skin editor You can start changing it Click on Skin Name drop down list to load an existing skin Once changes have been made click the Save icon to save it When creating a new Skin changing an existing skin or to save a skin using a different name click the Save As icon A Skin Name dialog will display Enter the new skin name With the Skin loaded to be deleted click the Delete icon Click Yes in the dialog box to conf
118. n based upon the call information Dynamic fields are fields set by another application and are not pre defined in Strata Call Manager is specifically designed to work in harmony with Microsoft s Outlook contact management program e Initial Setup Click the Configuration button to reach the Outlook Preferences screen with the following options a Outlook Preferences i Enable Outlook Integration Dialing Home Area Code 2 e On Manual Dialing Lookup in Outlook Automatically Open a CONTACT for each Call Automatically Open a JOURNAL for each Call Automatically View the Contact s Web Page Incoming Screen Pop NOTE Use the Personal Call Handler feature to perform Outlook Screen Pops Calendar NOTE Use the Personal Call Handler to perform Actions when Calendar Reminder events occur OutLook Phone Link setup sve e Enable Outlook Integration This main option enables disables the Outlook Integration features This must be checked for any Outlook features to work If you re not using Outlook then this should be disabled e Home Area Code Enter your home area code This is used for dialing local calls when the area code needs to be stripped from the dialing TOSHIBA Strata Call Manager UG Strata Call Manager UG Strata CIX Preferences On Manual Dialing Lookup In Outlook When enabled whenever you dial a phone number manually the phone number will be looked up in Outlook to se
119. n become complex Use these boxes to enter different telephone numbers and check to see the number that will be dialed The dialed number should be identical to what you need to dial when using your phone TOSHIBA Strata Call Manager UG Strata CIX Preferences Docking Tab The docking tab defines the contents of Strata Call Manager when docked to the top or bottom of the screen This includes whether docking is enabled or disabled and a listing of contents by display priority space limits what can be displayed 4 Setup Preferences General Dialing Docking Advanced W Enable Screen Docking Docking Settings lf Enable ReDock on Startup Disable Undocking Used Frements Available Elements ACD Viewer AppKey 1 History AppKey 2 Chat AppKey 3 Contacts AppKey 4 Dialer AppKey 5 More Buttons AppKey 6 Delete Web Browser AppKey 7 Volume Key Save Cancel e Enable Screen Docking When enabled the Strata Call Manager will automatically dock to the top or bottom of the PC screen when it is moved to the top or bottom When dragged completely to the top it has a slim dock view Docking Settings Enable ReDock on Startup Check this box to make Strata Call Manager to startup in the same position and condition as when it was last shut down e Used Elements The displays buttons etc to be used in each profile are configured by moving available elements to the Used Elements list Whenever
120. nd associated information for each active phone call on the phone Thus you can easily view and manage multiple phone calls Right click the mouse on any call to view a menu of options for handling the call like Hold Transfer to Voice Mail Hang Up etc Call Info Indicators on the right side of the Call Window is a Call Info Indicator that indicates if Extra call information is attached to a call A gray notebook icon means no information is attached a blue notebook icon means standard information is attached and a red notebook icon indicates priority information is attached to the call Press the Call Notes icon to view or change Notes information on the call Notes are retained with the call even when you transfer it to another person You may use Call Notes with an IVR to attach a Customer Name Credit Card Number and Zip Code to the call before you answer saving you from asking the caller for this information TOSHIBA 5 Strata CIX The Grand Tour Screen Docked Views Screen docked profile e Programmable Buttons A number of keys can be easily configured by the user as Feature keys Speed Dial keys Call keys User Action keys etc To change one of these keys simply Right click the mouse over the key and use the Setup Key window to configure the settings for the key e ACD Buttons ACD keys are programmable buttons that would give ACD agents easy login logout of ACD groups These keys al
121. ng to format the printout as desired Filter Available in Contacts and History In Contacts you can filter by name only In History you can filter by dates call types phone numbers names and account codes Strata Call Manager UG TOSHIBA 87 Strata CIX Using Companion Applications Table 1 Companion Application Tabs Toolbar Icons Call Available in Contacts and Chat Click to make a call Chat Available in Contacts and Chat When you find a contact that is idle you can select that contact and click on the chat icon to chat Add Directory Available in Contacts Click in Directories listings tab to add a new directory It does the same function as right clicking in the Directories listing and clicking Create Directory Add Groups Available in Contacts Click in My Groups listings tab to add a new group It does the same function as right clicking in the My Groups list ing of groups and clicking Create New Group Search Available in Contacts Enters Search mode For more details refer to Searching Entries on page 89 Change Agent ID Available in ACD Viewer This brings up the group log in log out menu Reset Chat Available in Chat View Chat log Available in Chat Opens up Chat log Copy Available in Chat Copies the Chat group Delete Available in Chat Deletes a chat group Broadcast to a selected chat group Available in Chat Sends out a broad cast message
122. nsfer them to V mail When my spouse calls if haven t answered the call within 5 seconds play a special tone on my PC to alert me Note Depending on your configuration you may not be able to change the Call Handler Rules in which case you should check with your System Administrator The basic process for creating Personal Call Handling rules is to first define the actions you would like to accomplish and test them Then you can create a Personal Call Handling Rule and choose which event will trigger the action s and then refine this by setting the conditions for when the trigger will Occur Strata Call Manager UG TOSHIBA 71 Strata CIX Personal Call Handler Creating Personal Call Handling Rules 12 The following items will define how to edit delete or add new rules Many rules can be created and exist simultaneously To allow rules to be defined and not applied an enable disable check box appears before each rule to make it easy to disable or enable different rules are different times The order of the listing of the rules determines the sequence the rules will be used Thus some rules may prevent following rules to be used For example If the first rule in the list causes the call to divert to another station followed by a rule to Screen Pop Outlook then the Screen Pop will never take place If the rules were reversed then the Screen Pop will take place prior to the call being diverted In either case the user
123. on and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs e Call Results Enable the Action button and select the Action to be performed when the button is pressed Optionally the label can be changed to meet your needs Strata Call Manager UG TOSHIBA 27 Strata CIX Preferences Defining a Local Dialing He UKPSTN does not have a uniform structure like the NANP Area codes Plan can be 2 3 4 or 5 digits subscriber numbers can be 5 6 7 or 8 digits and service codes can be 3 4 5 or 6 digits National numbers can be 10 or 11 digits including the leading 0 Note The leading 0 is not considered part of the area code although it is commonly written that way These are the rules for geographic numbers 1 2 digit area codes have 8 digit subscriber 2 3 digit area codes have 7 digit subscribers 3 4 digit area codes have 6 digit subscribers 4 Some 4 digit area codes have both 5 and 6 digit subscriber 5 5 digit area codes have 5 digit subscriber 6 Some 5 digit area codes overlap with 4 digit area codes If you chose to use the Local Dialing Plan you need to create a dialing plan If you chose SERVER Dial Plan then you should check with your System Administrator if you have questions Setup Dialing Plan Calling Within My Home rea Code PP My Home rea Code is 602 Change Dialing Rules x LOCAL calls Local Long Distance f All Call
124. on pre configured with information to match the selected call This is very useful for finding calls made to or received from a certain person or phone number Print Calls Printer icon Prints a listing of all entries shown in Call History Change the position and width of the columns prior to printing to format the printout as desired Export Listing Export icon Export the listing to either a CSV Text Excel or Text format e Filtering Use filters to limit the number of calls or view a certain type of calls For example you might want to see only the calls you made received in the last 7 days Or you want to see all Outgoing calls made to a specific area code since the first of the year 1 Press the Filters icon to open the Call History Filters screen Note The filters button changes from Grey to Green when filters are active This serves as a reminder that the call display list may not display all call records while filters are active 2 Select the options and data for the calls that you want to see 96 Dates Select the date s All means any date Call Direction Choose whether you want to see incoming In Only outgoing Out Only or all calls In amp Out Phone Numbers Choose All for calls made to from any number Use the Matching option to limit the search to calls made to from specific numbers You can enter a specific phone number like 01932
125. ook O Add Journal Cancel With this you can see the information about who is calling and then can manually open a Contact or Journal If opening a contact journal manually is not desirable you could also have a 2nd trigger action so that when you Answered a call it would automatically open a Contact and or Journal as desired Whenever you are on a telephone call incoming or outgoing you can right click on the call Call Information or LCD Display window and select View Info to pop up the Standard Call Info screens shown below Within these screens buttons are offered to Open Contact create a New Contact Lookup the person in Outlook or open a Journal Add Journal entry in Outlook These screens can also automatically pop up by setting up a Personal Call Handler rule using a trigger to run the Popup Call Info Screen action i e whenever you answer a call A feature may also be available to you depending upon support for your system to divert the call Divert Call to another destination x Phone Number 6298723 Hame Joyce Green Account H PO DID Name lt none gt lt nmone gt Pa D Asti From Cancel Modify Call RES Outlook Open Contact Add Journal Divert Call Ls WYmail Box Contact Match found TOSHIBA x Phone Number 17148032395 Hame Account H Po DID Name lt none gt cnmone gt PAD ZA From Cancel Modify Call RES Outlook
126. opic SYSTEM e DDE Execute String lt Command gt Command 1 Open a Chat Format CALLEXT Ext Msg_Type Message Send_ Option where Session with this e CALLEXT The command name Extension Number e Ext the extension number of the person to chat with If you leave this blank the main Chat window will pop up and allow you to manually select the person e Msg_ Type leave blank future feature e Message Message to be sent When using Strata Call Manager call and system variables can be used in the message e Send Option or C e send message immediately e C or blank type message into user buffer but wait for user to press SEND Example The user sits at the front door and acts as the receptionist and needs to inform people when someone is waiting in the lobby 1 In Strata Call Manager create a User Defined Action using the type Send DDE Msg and name it appropriately In App Name Topic enter MSGPOP SYSTEM In DDE Message enter CALLEXT Your visitor is waiting in the Lobby NoteNo extension was specified to allow the person to choose whom the message is to be sent a Add Edit Action x Mame App Name To ic MSGPOPISYSTEM Visitor Waiting Topic MSGPOPISYSTEM DDE Message CALLEXT Tour visitor is waiting in the Li Send DDE Msg Run Program if Not running save Program EXE Cancel Shor Test an Type 2 Choose a key on Strata Call M
127. or Key Label Stop Recording Default Colors Action System PEX Command RECORDSTOP The commands that may be available will depend upon the PBX you are using Commands that may be available include PBX Call Control Auto Call Record Tracer Recording Answer Current call Start Record Conference Simulates pushing Conf Stop Record key Dial xxxxxx xxxx the number to Set Bookmark Msg dial Hold Hold current call Modify Call Field Value Set Work Units Value An enhanced feature is available in User Defined Actions Strata Call Manager UG TOSHIBA 47 Strata CIX Buttons User Defined Action Keys Customized features can be placed on keys by using User Defined Actions Actions that have been defined will be available in the pull down list setup Key Sample Minimize Phone Key Label Minimize Phone Default Colors Action User Defined Actions Ww User Actions Minimize Phone Screen F Click to view the actions list to add edit actions To create a new action go to the User Actions section click the View Change action button on right shown above The following screen displays a View Change User Defined Actions E Actions 15 z Chat DND Off Add New Action Chat DND On Se Minimize Phone Screen Copy Action Pop Tigerpaw Account Restore Goldmine Edit Test Action Run DAISYS Whiteboard o Screen Pop ACT 2000 Scre
128. or Outlook Link For details on setting up Outlook Link see the Application Note Screen Pop Outlook TOSHIBA 25 Strata CIX Preferences 26 Dialing Tab Local Dialing Plan Click Preferences gt Dialing or Preferences gt General gt Dialing tab Use this tab to determine whether to follow a Server based dial plan use a dial plan defined for your station or dial all the codes yourself The last option is not practical when using a database or using hot key dialing since other applications don t know what is a valid number to dial including entering a trunk access code when needed If your System Administrator has set up the server based Dial Plan this is the best choice and will save you a lot of time 4 Setup Preferences Trunk Access Code g Home Area Code 602 Dialing Outside Numbers 0 Dial same as User Dialed f Use Local Dial Plan Use SERVER Dial Plan _ Check Plan r Power Dialer Enable Action button on Ready to Dial screen Label Lookup Adion lt M Enable Action button on Call Results screen Label Lookup Action Save Cancel Trunk Access Code This must be set to the access code you need to dial to get an outside line or trunk Making outside calls using Speed Dial keys or dialing from another program a Trunk Access Code will automatically be dialed to access a trunk before dialing the phone number Home Area Code Your local ar
129. or telephone users The Strata Call Manager is designed to run on a PC with Microsoft Windows XP Windows Vista Windows Server 2003 Windows Server 2008 or Windows 7 operating systems connected to a standard TCP IP network with the Net Server The Net Server must be installed with the proper software license s for Strata Call Manager to operate correctly Strata Call Manager will operate in Demo Mode if the appropriate licenses are unavailable Demo mode lets you use the software for Demonstration purposes only for a limited period of time Strata Call Manager provides the following major functions e It allows you to place answer handle view and manage phone calls using your computer screen keyboard and mouse e Using the VoIP Audio capabilities can provide a complete speech path when using a PC with the proper speech component support e Rules and actions can be set up to automatically activate when calls arrive even while you are away e It can easily interface with many popular programs like Microsoft Outlook Goldmine ACT etc This allows you to dial from and screen pop into these programs or the Internet Intranet TOSHIBA 1 Strata CIX The Grand Tour The Main Screen This section gives an overview of the main user interface of the Strata Call Manager including the buttons displays and indicators which allow you to easily and efficiently operate your phone Strata Call Manager provides two views Compact
130. ory Change the position and width of the columns to format the printout as desired Use Filters and Find to print only the entries you want e Export Listing Export the listing using either a CSV or Text format e Chat Initiate a chat call to the person at this extension Extension directory only target must have Chat installed and running e Filtering Entries Many PBX systems use default names for unassigned extensions You many not want these unnecessary entries in the Directory so Strata Call Manager provides a Filter to remove certain items from the list e Press the Filters button to access the Directory Filters screen Names starting with 21 Bere e Enable the Hide Names option to enable the filter e To Add a Filter Entry Place the cursor in the text box Type in the characters to be filtered and press Enter or click the Add button e To Delete a Filter Entry Use the pull down list and select an entry to be removed and press Del The filter strings are case sensitive and will hide all entries starting with exactly the same string of characters Entering A hides all entries that begin with an uppercase A 90 TOSHIBA Strata Call Manager UG Personal Speed Dial Directory Strata Call Manager UG Strata CIX Using Companion Applications List of telephone numbers The user may add entries to provide fast access to frequently dialed numbers To Call Press Enter to
131. ouble click the name to proceed dialing or right click on the selected name and choose Call Now to proceed Using Call History to Re dial a Number 1 Click the History Companion tab 2 Scan the list for a recently dialed number or look for a number of someone that called you 3 Right click on the line with the person to call and select Call Now or double click on the line with the person to call Using Speed Dial User Button e Click on a User Programmable button that has been programmed as a Speed Dial button The call will proceed immediately Typically the longest ringing calls are answered first but calls can be answered in any order with a click of the button To Answer Oldest Call e While a call is ringing click the Answer button or double click on the top call in the Calls View Window Answer or press the Answer Hot Key F9 Note Strata Call Manager must have focus for the key to work To Answer Calls in Any Order e Double click on the selected call in the Calls View Window TOSHIBA Strata Call Manager UG Hang Up Holding Calls Transferring Calls Strata Call Manager UG Strata CIX Using Strata Call Manager Features To Answer a Call while Talking Call Waiting While on an existing conversation another call may ring The existing call can be placed on hold and the ringing call answered While talking on an existing call and another call rings in not marked Campon click the Ans
132. ow When actions are copied created or edited those changes are stored in the compiled actions file NET_PHN acs If this file is lost for some reason and Strata Call Manager is restarted all actions will revert to the individual actions stored in the User s Local Settings Strata Call Manager folder Thus it is wise to save new actions by exporting the action for backup see Exporting Actions on page 69 and Importing Actions on page 69 TOSHIBA 51 Strata CIX Actions Attach Account Code Export Call Info 52 This action attaches an account code to the active call This account code is passed to other applications such as Insight or TASKE Contact a Add Edit Action Attach Acct Code Account Type Atach Acct Code Save Cancel Show Test Account Enter an accounting number to be associated with this call This action is used to export call information to another program like the CTI Call Handler in order to keep its Call Info Database current When this action is triggered it will Popup an Export Call Info screen allowing the user to fill in any missing call information typically the Main Listed Phone before they press SAVE to export the information to the centralized database a Add Edit Action Export to File Export Call Into Path amp Filename Type Export Call Info y FE IMP Cancel Show Test e Path amp Filename Enter the complet
133. owever the pop open url can be disabled by the receiver e Send Text Type in the text message or URL you want to send when you click on this button Your text message can be any length in size e Send Text Message Immediately Check the box if you are sending text and you would like to send it immediately without clicking on the Send button e Click OK to save the changes you have made to your Response Button TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications Personal Groups To Add or Change a Personal Group e Right click a group name in the Chat window and choose either Add a New Group or if offered Change this Group to create a personal group Name the group and add or remove names for that group as follows Es Change Chat Group List Chat List Name Sales Engineering Chat Clients im List greg_castagna 21004 Vern 1025 21076 1008 21207 1200 Save Cancel Delete Group e Chat List Name Enter a name for the group to identify your group All names must be unique e Chat Clients in List To add members to your group highlight individuals you want to be part of your group in the All On Line Chat Clients box and then click on the left double arrow lt lt button to move the members to the Chat Clients in List box To select multiple individuals hold down your Ctrl or Shift key while making selections by clicking the mouse If you want to add a member that is not
134. p In Outlook action This action will then lookup the phone number in Outlook and depending on how your action is configured will pop open a Contact and or a Journal a Add Edit Action x Mame Lookup in GUTLOOK database Screen Pop Outlook On Exact Match IF NO Matches Type e Pop User Options e Pop User Options Lookup In Outlook Open Contact Add New Contact Add Journal Add Journal _ Save If Duplicate Matches Cancel Show Test Display Choices Note If you setup a rule to trigger on When Ringing you may NOT want to have the action automatically open a Contact or Journal because it will do this for every matching call whether you are present or not So if while you re away from your desk you have missed 20 outside calls that rang on your phone you could have 20 different Contact screens and 20 Journal screens popped up on your PC screen A better alternative is to have your When Ringing trigger use Pop User Options instead of the Open Contact or Add Contact or Add Journal options Now when a call is ringing on your phone a small User Options window will pop up showing the Contacts that match the phone number if any as well as buttons that let you manually Open Add Contact or Add Journal Strata Call Manager UG TOSHIBA 83 Strata CIX Using Microsoft Outlook While on a Call 84 Qutlook Screen Pop x Call Lookup On 48090751 Gb Matching Contacts Found in Outl
135. pact view and its Expanded view 2 TOSHIBA Strata Call Manager UG Strata CIX The Grand Tour Tabs Home Actions The tabs control various functions and settings Preferences Tools e Home has some of the basic telephone functions such as Make Call Answer Hold Transfer Hangup Forward DND On Off Actions contains the tools to create copy edit test and delete user defined actions Preferences contains General configuration Hot Keys Dialing and Docking It also has tab settings such as Add Update Delete and Revert Tools contains calls and events information Icons on the Right L to R Toggles compact and expanded mode color Zz a 23 scheme voice message indicator open personal call han Nu ld dler These functions are explained below or in other chapters Information LCD Dis This window simulates a phone LCD and provides differ play ent types of information depending on current status If your phone is idle it shows the date time Extension num ber and current Name While a call is active on your phone it shows information about the call Duration Call erlD or Name if present When a call is active in the win dow right click on the LCD to access to popup a menu of call control options Message Wait This indicator blinks a Red light above the envelop icon ing Indicator shown left when you have messages waiting Side Window Rollout Press this button to
136. panion Applications Chat The Strata Call Manager Chat program allows Strata Call Manager users connected to the Net Server to interactively have chat conversations This is an integrated text messaging function that lets you communicate with other Strata Call Manager users using text messaging calls even while you re busy on the phone This program works as a companion program with Strata Call Manager to allow workers in the enterprise to communicate using real time text based communications with others Using Strata Call Manager Chat you can have individual conversations with anyone else on the sever with the same feature installed Chat can also be used to send a broadcast message to an individual or to an entire group A broadcast message is a one time message that will appear on the recipient s Chat window Chat Operation The primary function of Strata Call Manager Chat is to allow you to place and receive chat calls and conduct one on one chat conversations with other chat users in your company Chat also contains some features that may make Chat more user friendly in certain applications These include a Do Not Disturb changing the quick send text buttons and the ability to form groups of users for broadcast messages Using Chat This section defines how to place a call to another Chat user how to Messaging communicate with that person how to answer an incoming Chat communication and how to send Broadcast messages e To
137. position in the dock by dragging the application titlebar to various interior edges of the dock The More Buttons companion application changes configuration to show in a single vertical column when docked to allow a thin docked area which preserves screen area The Strata Call Manager has three color schemes To change the color of your display click the Color drop down and select either Blue Silver or Black Color icon la E aP f Silver Black TOSHIBA 9 This page is intentionally left blank 2 Using Strata Call Manager Features This chapter defines how to use the Strata CIX features using Strata Call Manager Features included are Call Handling system Call Center and Microsoft Outlook features Personal Call Handler PCH rules can be created to respond and take actions on calls automatically or Programmable Buttons can be used for even easier access to many features Call Handling Call Handling features include how to dial answer hold transfer and hang up Features calls It also includes how to view the Extra Call Information when attached to a call Making Outgoing Strata Call Manager supports a number of ways to place calls including open Calls architecture links to other programs or contact managers which can also be used to dial calls The following are some of the typical ways to place a call using Strata Call Manager Most of these functions are found on the Strata Call Manager Home tab
138. ppearance LCD colors and fonts Calls window color and font Title bar logo and Application menu logo Programmable Button colors and fonts ACD Keys colors To access the skins editor go to Preferences gt Skins Editor The main screen for the Skins Designer shown below provides a preview for how the skin will look as it is being designed sem Skin at Title Bar sem Application Menu 3 Blend Color Empty Title Bar Logo TOSHIBA Stata Cal Manager Title Bar Skin Mame Blue el dl E x Quick Toolbar Color Scheme Orfice2007 Blue Dynamic Ribbon W Clear Blend Color Update Loga Color Top Line Message High Priority Message ue Ho Calls Call Control View Default Button Buttons and ACD Buttons Enter the appropriate information when creating the skins Skin Name show current skin to be used and being edited The drop down list will show currently available skin name Color Scheme set of predetermine color scheme On some color scheme users could blend the color secondary color to make a different color Title Bar change title bar logo to another image file Supported image formats are PNG BMP JPEG GIF Application Menu change the application menu logo to another image file It supports similar file formats as those of Title Bar TOSHIBA Strata Call Manager UG Skins Files Saving Creating New Deleting Skins To Create a New Skin To Load an Existing Ski
139. quences for the environment and human health which could otherwise be caused by inappropriate waste handling of this ae product For more detailed information about the take back and recycling of this product please contact your supplier where yq purchased the product LICENSE AGREEMENT Toshiba Information Systems UK Limited acting through its Business Communications Division TIU License Agreement IMPORTANT This License Agreement Agreement is a legal agreement between the customer You and TIU in respect of any switches processors or other telecommunication products made available by TIU from time to time each of which is a Product for the purposes of this Agreement Carefully read this Agreement Use of any software or any related information collectively Software installed on or shipped with a Product or otherwise made available to you by TIU in whatever form or media will constitute your acceptance of the terms of this Agreement unless separate terms are provided by the Software supplier If you do not agree to the terms of this Agreement do not install copy or use the Software and promptly return it to the location from which you obtained it in accordance with applicable return policies provided with the Software Except as otherwise authorized in writing by TIU the Software is licensed for distribution only to end users pursuant to this Agreement 1 License Grant The Software is not sold it is licensed upon payment
140. r aren t Like Example To trigger on any caller from NOT from your area code 602 Set the Specific Number on Caller ID Number to lt gt 602 3 Apply User Defined Actions This section will define how to apply the User Defined Actions to a Personal Call Handling Rule e Set an Immediate Action Pull down the listing and select the action to be applied immediately Either an Immediate or a Delayed Action is needed for the rule to be complete e Seta Delayed Action Define the number of seconds to delay the action and then pull down the listing and select the action to be applied Both immediate and delayed actions can be performed in the same rule e To Check the Action Clicking the Check Action button will transfer you to User Defined Actions to allow changing the action and or test the action e To Add an Action Click the Add Action button to transfer to User Defined Actions to allow you to create a new action to be used e To Delete an Action Click the Delete Action button to remove an action from the listings Use this with caution as this will remove the action for all other functions as well 4 Complete the Rule e To Save Rule Click the Save button to save your changed or new rule e To Cancel Settings Click Cancel to exit without saving the settings e To Export Call Handler Rule Click the Export Rule to create a RUI file in the PC user s C Document and Settings Application
141. r Tooltip can be changed by clicking in the cell and typing Use the Up and Down buttons to move the tabs appropriately then click OK Change Companion Application Companion Applications Tab Name Type Tooltip 0 ACD Viewer Viewer i Acompanion application for Acd viewer 1 History History ete compa nion application showing call history j Z Chat Chat A companion application for chatting 3 Contacts Contacts A companion application for Contacts 4 Dialer Dialer A companion application for Dialer 5 More Buttons Buttons A companion application for more buttons 6 Web Browser WebBrowser A companion application for browsing internet 7 Product Mgmt Buttons A companion application for more buttons a Ca Strata Call Manager UG TOSHIBA 41 Strata CIX Preferences 42 Delete Tab Revert Click on the item in the Tab column to toggle deletion icon has a red X through it to indicate it will be deleted Hold down the shift or control key to select multiple items Drag the mouse to select multiple items Click the Delete tab button to delete any tab However deleting the tab does not delete it permanently it s more like hiding it from view All deleted tabs can be re added with the Add button Also not all information is lost For example deleting the history tab will not clear the history log Deleting a buttons tab will not re initialize all the buttons the next time a buttons tab is added The same is tr
142. r back to TIU 6 Limited Warranty TIU warrants that any media on which the Software is furnished is free from defects in material and workmanship under normal use for a period of ninety 90 days from the date of delivery to You Subject to the foregoing the Software is provided as is without warranty of any kind Further to the maximum extent permitted by applicable law TIU and its suppliers disclaim and hereby exclude all conditions warranties and other terms with regard to the Software including but not limited to any conditions warranties and other terms of non infringement of third party rights year 2000 compliance merchantability satisfactory quality and fitness for a particular purpose relating to the ownership of the Software or as to price in every case whether express or implied by statute common law custom collaterally or otherwise The entire risk as to the quality and performance of the Software is with You Neither TIU nor its suppliers represent or warrant that the functions contained in the Software will meet your requirement or that the operation of the software will be uninterrupted or error free You accept that the Software was not designed and produced to your individual requirements and that You were responsible for its selection 7 Limitation Of Liability TIU s entire liability and your sole and exclusive remedy under this Agreement shall be at TIU s option replacement of the media containing the Software or refund of th
143. r in the dial buffer The user can listen to the call and click the Dial button to dial the rest of the digits at the appropriate time Examples include 1 dialing a person who has an extension number i e 4969040 x1008 2 dialing a pager and you want to display a number on the LCD of the pager i e 5551234x4969040 or 3 dialing a long distance access code i e 8884083279 x17135551234 Note You can use more than one X in the phone number and it will wait after each X i e 4969040 x8 x 1009 1234 setup Key Sample Toshiba SE Key Label Toshiba SE Action Speed Dial Fhone Number 888 5551212 x3 TOSHIBA Strata Call Manager UG Strata CIX Buttons System PBX Command The System PBX command keys are maintained for backward compatibility It Keys is highly recommended that the user create User Defined Actions for System PBX Commands The User Defined Actions have expanded the options available for a number of these commands and thus offer better choices The description below shows the possible features that appear in the Setup Key window Some of the features listed are dependant upon Strata Call Manager System Administration settings such as the Auto Call Record Tracer Recording features which only appear when the System Administrator enables those items Others are dependant upon the PBX used by Strata Call Manager setup Key Sample Stop Recording Back Col
144. rata Call Manager UG Strata CIX The Grand Tour Companion Application tabs open as the result of clicking one of the Strata Call Manager tabs These windows open docked connected to the main window or can be undocked moved away from the main window Each side must be enabled in the preferences docking drop down list While a companion window is docked with the main window whenever the main window is moved the companion window will move with it And likewise whenever the main window is minimized into the system tray or restored the companion window s moves with it When companion windows are undocked they float separately from the main window and can be moved and resized separately Use the Fly out Fly in icon shown right to dock and undock companion applications All companion applications can dock to the top bottom left or right side of the desktop When docked the companion applications can be arranged in various configurations vertically horizontally pinned unpinned To dock a Companion Application window to one of these edges first undock the window from the main window Then drag the companion application window until one edge overlaps the screen s edge When you release the mouse the application will dock to that edge You can drag multiple application windows to the same edge to place them ina shared dock This will allow you to resize each window by dragging the splitter bars or move it to a different
145. reen Placing a check in this box will log you in to take calls for the group s selected when lt lt Log In was pressed Click Done when finished The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member To Log Out 1 Highlight the group name s in the left hand box and click the gt gt Log Out button 2 Click Done when finished Changing Agent Status 1 Right click My Status once you have expanded the views in the ACD Viewer pane The following ACD Agent Status window will appear 2 ACD Agent Status Se xi Finish WrapllP Make Unavailable Unavailable My Agent Status In Wrapup To Make Agent Unavailable 1 Use pull down list and choose a reason 2 Click the Make Unavailable button 3 Click Done TOSHIBA 99 Strata CIX Using Companion Applications 100 To Make Agent Available 1 Click the Make Available button 2 Click Done To Set the ACD Status to WrapUp 1 Click Set WrapUp button 2 Click Done Note The Set WrapUp button is NOT available on all installations To End WrapUp 1 Click the ACD Status button 2 Click the End WrapUp button 3 Click Done The ACD View has many configuration options that allow you to customize it to your needs When the ACD Viewer is operating and visible you can configure it s settings by clicking on the wheel icon in the upper left hand corner and selecting the Setup menu
146. riable plus x minutes to set a current time plus 60 minutes in the example above TOSHIBA Strata Call Manager UG Set Phone Status Message Set Phone Forwarding Strata Call Manager UG Strata CIX Actions This action works much the same as Set Phone Do Not Disturb except it does not change the phone s DND status and the message only appears within Strata Call Manager and the DSS keys on other users of Strata Call Manager E Add Edit Action Name Set Phone Status Message Type Set Phone Status Message Save Cancel Show Test Choose Status Message out TO LUNCH Custom nd Line Return amp U 30 Choose DND Message Select from the available messages in the drop down list for the message that appears in the upper line of the phone s display Custom 2nd Line Optionally enter a second line to display on the lower line of the phone s display message Note Action Variables may be used including the time variable plus x minutes to set a current time plus 60 minutes in the example above This action changes the Call Forwarding setting of the phone in the PBX for the prime DN of the phone The action can determine the type of forwarding Immediate Busy No Answer Busy No Answer or Off and the destination a Add Edit Action Mame Set Phone Forwarding Choose Forwarding Type Busy Set Phone Forwarding Destination Save Cancel 1010
147. s docked to the top or bottom Strata Call Manager restores to settings defined in the Preferences Docking tab Run another This action triggers the running of another program on the PC Program Add Edit Action 3 x Mame Add Sticky Note Program EXE Browse Type C Program Files Microsoft Office Office O Run another Program Parameters cipmstickynote is Save Cancel Show Test Program EXE Enter the name and path of the program to be run In the example above the program is Outlook exe Use the Browse button to find the file as needed Parameters Enter any additional parameters that may be accepted as part of the command line to startup the program The example above uses Outlook to pop open a sticky note with data and time recorded TOSHIBA Strata Call Manager UG Send DDE Msg Strata Call Manager UG Strata CIX Actions This action sends a DDE Execute message to another program on the PC Frequently this is used to Screen Pop a contact management program such as Goldmine a Add Edit Action Name l App Manne Topic GoldminelData Screen Pop GoldMine PP Topic GoldminelD ata DDE Message Type CALLERID 2J 2N 0 Send DDE Meg bl e Run Program if Mot running Save Cancel Program EXE Show Test Ic Goldmine GHW 32 exe App Name Topic The application will specify both the application name and topic name used for making the
148. s in my Area Code Calls to These Office Codes Add Add F Dial Area Code on All Local Calls Delete g LONG DISTANCE calls within my Home Area Code Ww Add 1 Dial Area Code Plus the Number Calling Outside the Home rea Code LOCAL calls f None Only Calls to These rea D fice Codes Local Areat Office Codes dj LONG DISTANCE calls Outside the Home rea Code i For Long Distance Calls add 1 Save Cancel Help Test a Phone Number Test Humber This will be Dialed i Cancel 6025551234 Check 28 TOSHIBA Strata Call Manager UG Strata CIX Preferences Calling Within My Home e Home Area Code Set this to the Area code where the phone is located Area Code This will be used by Strata Call Manager to determine which dialed calls are within your home area code and when searching a contact manager reverse screen pop the dialed number will need the area code included i e Microsoft Outlook This is a duplicate of the entry to the one made in the Dialing Tab thus the value entered previously will show here e All Home Area Code Numbers Local Select either All Calls in my Area Code or only Calls to these Office Codes e Local Office Codes This entry is only presented if you chose Call to these Office Codes in the previous step The pull down listing shows the exchange codes prefix codes that are considered to be a local call from your location Click the C button to disp
149. s opened During a communication session these can be changed at will as described above Chat Setup Messages Response Buttons Features Logging Features Allow others to push URL to me Enable Uo hot Diab iaire Show offline users in Everyone folder C Do not take focus from other applications whiteboard Whiteboard Default Highlighting Preferences Pen Width Medium Y Color EE Magenta Settings Save Location Current user TOSHIBA 117 Strata CIX Using Companion Applications Configuring Chat You configure Chat by making parameter choices in the Setup dialog box You can make Chat integrate with other applications including your soft phone by using the DDE Interface commands These are defined in the Interfacing with Other Programs on page 122 section later Examples are provided for using these commands with Strata Call Manager are also included Setup Jo setup your preferences click the Setup button Messages Tab These settings define the arrival responses provided for incoming and broadcast messages Chat Setup On Incoming Message Dismiss new popup window after _30 seconds of no response Play wave file Ringin wav a gt C Beep on each newline received C Timestamp each line On Incoming Broadcast Message Normal Message Play wave file Ringin wav Urgent Message Play wave file Ringin waw On Incoming Message e Dismiss new popup window
150. s to use for that call Another use may be to have several Personal Directories where the 8 button limit may not allow access to more directories Assigning a programmable button can allow opening these personal directories using one click access a Add Edit Action Pop Internal Web Browser Tab Name WebBrowser URL www taske com Pop Internal Web Browser Save Cancel Show Test e Tab Name Enter the name of an existing Web Browser Companion Application tab name This name must exactly match the name as displayed This action uses the specified tab as the parent window e URL Param1 Enter a URL or other Param1 parameters as indicated in the table below The URL can contain Action Variables as part of the entry TOSHIBA Strata Call Manager UG Strata CIX Actions Popup Call Info This action will pop open either the Standard Call Info screen or Extra Call Info Screen screen The Standard Call Info screen allows the user to type in the Caller ID name or number or Account code of a call lookup the phone number in Outlook and or Open a Contact or Journal or Divert a Ringing call to another location Either screen allows you to view change or attach additional extra information to a call The fields shown in this window are defined in Preferences General Tab see Extra Info Screen on page 23 al EP call Joe Blow 11 4804969040 E Phone Number 4804969040 Notes Mame Joe Bow Account PO
151. series of buttons located at the bottom of the Chat Message Window These can be customized to meet your specific needs by clicking on these buttons to send immediate messages to someone without typing or clicking the Send button Once a communication channel is established you just click the Response Button with the message you want to send e Define the Number of rows to create response buttons Chat Setup Messages Response Buttons Features Logging Number of rows cee TOSHIBA 119 Strata CIX Using Companion Applications To Change Message in Response Buttons NoteOnly the first eight Response Buttons can be changed from the Preferences window All buttons can be changed on line when in a conversation The procedure to change a button is identical in the Preferences Window as when done on line e Click the Setup icon in the Chat application then click on the Response Buttons tab e Click the button to change and the Response Button window will appear Response Button Type Text Hello Send Immediately e Caption Enter a caption for the button When Button is Pressed Select what the button will do when pressed by choosing one of the following Send Text will send a text string to the other party on the chat call e Push URL will send a URL to the other party on the Chat call and pop open a Web Browser window to that URL Send Text Type in the text mess
152. show a side window that has addi Button tional programmable buttons Companion Application A number of optional companion programs can be config ured to add significant functionality to the Strata Call Man ager Each Companion Application is docked in the pane at the bottom of Strata Call Manager to provide easy access to the features functions of the application Home Phone tab The first four keys allow you to from left to right Answer Hold Transfer and Hang up a call Should you forget you can hover your mouse over a key to be reminded what function a key performs Do Not Disturb Key Displays the current Do Not Disturb status of your phone and Indicator Hover the mouse over this area to see the current DND status message Click to change your DND status and message Call Forward Key and Displays the current PBX call forwarding status for your Indicator phone Hover the mouse over this area to see the entire FWD status Click to change your PBX forwarding status and destination Strata Call Manager UG TOSHIBA 3 Strata CIX The Grand Tour Dial Pad Button 3 amp 5 Click the dial pad button to expose and aoe hide the popup Dial Pad Use the Dial Pad when you reach a recording that says Press 1 for sales 2 for sup port When this dial pad is displayed you can use your mouse to click the dig its to dial or use the number keys or NumLock keypad on your computer keyboard to dial digits
153. so display the current ACD agent status and allow agents to control their Wrap Up mode Strata Call Manager provides a screen docking feature where the Strata Call Manager can dock to the top or bottom of your PC screen When screen docked the Strata Call Manager takes on a very low profile using only a small portion of the screen and stays accessible even when other applications are maximized This allows user s to access the features of Strata Call Manager while consuming a minimal amount of PC screen space as shown below This is not the default the default docked profile is the regular expanded view Strata Call Manager Main Menu Le yl TOSHIBA i mewwaes Togs A Sw hs r z z Most of the phone display buttons and controls that appear on each screen docking profile can be chosen by the user from the Docking Tab on page 31 in Strata Call Manager Preferences To reach Strata Call Managers Main Menu click on the SCM icon menu in the upper left hand corner The Main Menu opens as shown below we TOSHIBA Change Login Change account profile Reset Phone Reset phone profile Help Show help for Strata Call Manager About About Strata Call Manager The Main menu screen menu item expands into an ability to Change the Login settings an ability to reset the phone to its default settings access help and check the Call Manager version and serial number TOSHIBA Strata Call Manager UG Shortcuts Quick A
154. supervisors in the queue Enable Queue Enable the queue 24x7 if currently disabled Supervisor only Disable Queue Disable the queue if it is currently enabled Supervisor only Use Schedule Enable the queue using the Schedule for the queue Supervisor only The schedule days times are setup in Strata ACD Expanded View When you want to see more detailed information on an ACD queue you can change to the expanded view As mentioned previously to expand the information on an ACD group simply click on the Plus sign in the status LED or right click the group and select Expand menu In this view you see a more detailed view of 1 Calls in the queue 2 other Agents and Supervisors in the group and 3 your own status 1 The Calls line shows the current number of Active and Waiting calls in queue as well as how long the longest call has been waiting displayed as LCW for Longest Call Waiting 2 The Agents line shows how many total agents are in the ACD Group as well as a breakdown showing the number of Idle Busy Unavailable and Logged Off agents By clicking on the Plus sign you can further expand the view to show each agent s ID Name and Status Plus the status of each Supervisor is also shown in this list Right click on an agent or supervisor in the ACD Group to send them a Chat message or if you are idle to Call the agent or supervisor on the phone Viewer Buttons
155. test button to hear the selected sound Enter a checkmark in the box if you d like to Show the ACD Viewer if it is hidden on your screen when a Status is met This will bring the Strata Call Manager and the ACD Viewer to the forefront of your screen ACD Viewer Setup Motif wher Escalating to Urgent status Red Ea Show ACD Viewer if itis hidden gt Escalating to Waring status Yellow Play sound ACD_Wamingwev A Show ACD Viewer if it is hidden Escalating to Active status Green Play sound acd Activen LG Show ACD Viewer if it is hidden Save Cancel Click Save to save all changes TOSHIBA Strata Call Manager UG SCM LCD ACD Viewer Tokens Strata Call Manager UG Strata CIX Using Companion Applications In some cases you may want to keep the ACD viewer hidden but have it send messages to the LCD display of the Strata Call Manager to show the ACD queues status This is often very useful when the Strata Call Manager is docked to the screen and you want to conserve screen space for use by other applications Thus ACD Viewer can be configured to send Low Medium High priority messages to scroll along the 2nd line of the Strata Call Manager LCD display ACD Viewer Setup ws Urgent Status Red Display Message Urgent ACD 2G 0 Calls Waiting Lew L O Warming Status Yellow Display Message Warning ACD 2G 40 Calls Waiting LOw 2L Active Status Green Display Message
156. the Strata Call Manager is screen docked it will place the elements from the Used Elements list on its screen e Available Elements The Available Elements list shows the types of elements that are available for use in this profile Note Once you ve changed the screen docking settings the new settings will not be used until the Strata Call Manager is undocked if it s already screen docked and then re docked Strata Call Manager UG TOSHIBA 31 Strata CIX Preferences Advanced Tab Access this screen by clicking Preferences gt General gt Advanced tab The basic connection for the Strata Call Manager can be changed using this screen It also has the capability of sending log files to Technical Support for debugging problems encountered The TAPI Service Provider should not be changed unless your System Administrator has instructed you to update the settings for finding Net Server for your application 4 Setup Preferences General Dialing Docking Advanced TAPI Service Provider Net Server Setup 1 ST Diagnostic LoggingUplink Show Advanced Menu TAPI SPI Logging DISABLED Uplink Debug Files Save Cancel 32 TOSHIBA Strata Call Manager UG Strata CIX Preferences TAPI Service Provider Enter the Service Provider Name This must be set to access the TAPI service provider to be used typically this would be set to Net Server e Setup Click the Setup button to open a s
157. tions e Change background color e Change text color e Change font e Reset You can change default button colors and font and change colors of ACD status buttons Default button By clicking the Default button you can revert to the default setting of any button when it is initialized or reset Right click on the default button to show menu options e Change background color e Change text color e Change font e Reset Clicking the reset button resets the colors and font to the default values for buttons that have not be customized with different colors ACD status buttons Select the ACD status button and right click to bring menu options e Change background color e Change text color e Reset Click this button to reset to the default colors for the specific ACD status e Click Hide Colors when done Finish by Saving your Design e Use the Save or Save As commands to save your design before exiting see above for details TOSHIBA 39 Strata CIX Preferences Email skins To send the skin using email click on the email skin button shown right A Microsoft Outlook message dialog box displays shown below Enter the appropriate address s to send the skin Microsoft Outlook is required when using this function amp Strata Call Manager skin Olive_RC_Custom Message Plain Text Thismessage has not been sent el mm Or Subject Strate Cal Manager stan Olive AC Custom If you are using
158. tions or any other applicable law regulation or order is prohibited 10 United States Government Restricted Rights The Software is provided with Restricted Rights Use duplication or disclosure by the United States Government its agencies and or instrumentalities is subject to restrictions as set forth in subparagraph c 1 ii of The Rights in Technical Data and Computer Software Clause at DFARS 252 227 7013 October 1988 or subparagraphs c 1 and 2 of the Commercial Computer Software Restricted Rights at 48 CFR 52 227 19 as applicable 11 Severability If any provision of this Agreement shall be held to be invalid illegal or unenforceable the validity legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired 12 No Waiver No waiver of any breach of any provision of this Agreement shall constitute a waiver of any prior concurrent or subsequent breach of the same or any other provisions hereof and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party 13 Entire Agreement In entering into this Agreement You acknowledge and agree that You have not relied on any representation unless expressly included in this Agreement You acknowledge that you have read this license agreement and that You understand its provisions You agree to be bound by its terms and conditions You further agree that this Agree ment contains the complete
159. to the White Board window and the image will display on the other s shared window Also other files can also be shared such as Word documents These files will be shared and require an appropriate application on the other PC to open that file For example if Word is running on the other PC the Word document will open on the other PC The user will be capable of using the Pen Tool to mark areas on the document when viewing the White Board screen To make changes on the document requires switching to Word editing the document saving the file and then sending the edited copy back to the originator Using this tool opens your e mail service on your PC takes a snapshot of the Whiteboards including all pen marks and attaches the image as a JPG file to the new e mail message You then can address the e mail create a subject and type a message to go along with the attached file Using this tool causes a snapshot of the Whiteboards to be saved as a JPG file The screen opens to a Save window to allow you to choose the file name and location for the file to be saved The default location is under your Documents and Settings lt user name gt Local Settings Application Data Toshiba Strata Call Manager The Chat application Setup menu provides access to the Whiteboards Preferences screen in the Features tab Highlighting The Whiteboards Preferences screen defines a default Pen Width and Color to be used when Whiteboards session i
160. to the side of the main window You can move the side window around the screen but whenever the main window is moved the side window will move with it And likewise whenever the main window is minimized into the system tray or restored the side window will move with it Strata Call Manager Personal Call Handler Butions HB Add Edit X Delete 4 Enabled Trigger Immediate Acton Delayed Action wie Incoming call with Screen Pop Outlo e Call Handler Management Buttons Used to Add Change or Delete Personal Call Handler rules e Close Button Use to close the Call Handler window e Call Handler Rules Window Displays the current Call Handler rules along with an enabled checked and disabled unchecked box per rule The triggering event is show in blue text while the action to take place is shown in red text for easier viewing e Buttons tab Use to switch the window from the Call Handler mode to the Buttons mode Below is a sample view of the side window screen in Buttons mode which provides 25 user programmable buttons for the user Strata Call Manager Personal Call Handler Buttons MS Access Front Office e User Programmable Buttons A number of keys can be easily configured by the user as Feature keys Speed Dial keys Call keys User Action keys ACD keys etc TOSHIBA Strata Call Manager UG Companion Application Windows Screen Colors St
161. tomatically cleaned out based on this setting NoteThe Strata Call Manager provides a Call History feature for more permanent storage of calls placed and received The settings options are as follows e Hourly e Daily e Weekly e Monthly e Overdue calls when a call is due to be placed it will only be placed if the power dialer is enabled and the phone status is idle and possibly not in Do Not Disturb Thus since the power dialer will wait until dialing conditions are true the date time selected for a Call to be placed may pass by and the settings in this area pertain to those calls e Calls are Overdue if more than x minutes past due This setting is used to designate how long Due Now calls should wait before they are considered to be Overdue e Place Overdue calls before Due Now calls this option when enabled allows the Over Due calls to be placed first before the Due Now calls e Remove Overdue calls more than x days past due If the dialer is disabled for an excessive amount of time the power dialer will automatically clean out overdue calls that are way past due as defined by this setting Strata Call Manager UG TOSHIBA 135 Strata CIX Using Companion Applications 136 Adding Action Buttons to Ready to Dial and Results Screens Advanced Topics Import File format Automatic Imports An optional user defined button can appear on both the Ready
162. ue of the dialer your planned calls are will still be there when you re add the application though they will not fire unless the application is running The only exceptions is the Browser tab the browsing history may be lost since deleting a web browser tab and adding a new one always starts on a new blank page Delete Companion Application Companion Applications Name ACD Viewer History Chat Contacts Dialer Web Browser Product Mgmt Click the revert button to bring all the companion applications back to the main window as tabs TOSHIBA Strata Call Manager UG Buttons This chapter shows how to use and add delete or edit button and button banks Programmable To access Buttons Buttons There are three methods to access buttons 1 Click on the Personal Call Handler button 8 tab and then the Buttons Strata Call Manager Personal Call Handler Buttons MS Access Front Office 2 There are nine preloaded buttons at the center of the Strata Call Manager screen shown below ACD Viewer History Chat Contacts Dialer More Buttons Web Browser 4 p 3 Only the More Buttons companion application tabs have more buttons These buttons can also be undocked using the dock undock button on the left You can create tabs of more buttons There are 8 banks with a total of up to 64 buttons each Each Buttons application can
163. users in the lt lt Everyone gt gt group Remove the checkmark to only show online users Save Setting e Save As Local Machine Data Click to enable this option if the settings are to apply to all users of this PC e Save As Current User Data Click to enable this option if the settings are unique for each user of this PC TOSHIBA 121 Strata CIX Using Companion Applications 122 Logging Tab Interfacing with Other Programs The logging tab window is used to enable the logging of all conversations to a file and define how the file is to be named Chat Setup Log Conversations to a File C Auto Logging Enabled Log Filename Cato Note if desired use d for date t for time or u for username in the above filename to create unique filenames Log Silent Message Conversations To a File Auto Logging Enabled Enter a check mark in the box to log all Chat conversations to a file If you do not wish to log the conversations to a file take the checkmark out of this box View Log Button Click the View Log button to view your current log file Log Filename Enter a file name or click on Browse to select where you would like your files to be logged Use the variable d to log the conversation to a file name that includes the date For example if you had a Chat conversation on November 3 1999 you file name would be 110399 log Use t for the time The user will end up with a separate fil
164. using the left mouse button to drag a key to another location Or select Swap Keys and then drag amp drop key to new location Keys will swap within the same window and between any other button window To Copy the configuration of one programmable key to another hold the keyboard Control and Shift keys down while using the left mouse button to drag the key to be copied to its target Or select Copy This Key and then drag amp drop to new location Keys will copy within the same window and between the Side window and the Main Screen Keys on the Main Screen or the Side window will not copy to keys on the Extra Buttons windows or vice versa TOSHIBA Strata Call Manager UG To Change Key Strata Call Manager UG Strata CIX Buttons This opens the Setup Key configuration settings shown below Several items in the upper portion of this window define the appearance and label of the button Selecting an Action from the pull down listing will present additional parameters needed to define the choice Details for each Action follow this procedure Note Some users may not have permission to change buttons and keys setup Key Sample e Action Speed Dial v Phone Number 949 555 1212 e Sample Displays the appearance of the following selections e Key Label Type a label for the key e Back Color Choose the color of the key e Text Color Choose the text color to use for the key label e Def
165. vation of Rights All rights not expressly granted by TIU to You under this Agreement are expressly reserved to TIU and or its suppliers and You acknowledge and agree that You are granted no right or benefit under or pursuant to this Agreement unless expressly stated 3 Intellectual Property You acknowledge that all rights of whatever nature in and to the Software are owned by and belong to TIU and or its suppliers and that You will not acquire any rights to the Software except the license expressly set forth above The Software is protected under national patent copyright trade secret and or other proprietary laws as well as international treaties Any transfer use or copying of the software in violation of the Agreement constitutes infringement of copyright and or other rights 4 No Reverse Engineering You agree that you will not attempt and if you employ employees or engage contractors you will use your best efforts to prevent your employees and contractors from attempting to reverse compile reverse engineer modify adapt translate or disassemble the Software in whole or in part except and only to the extent that such activity is expressly permitted by applicable law 5 Termination Any failure to comply with the terms and conditions contained in this License or termination of TIU s arrangements with its suppliers will result in the automatic termination of this License without notice from TIU and the reversion of the rights granted hereunde
166. ver the queue is enabled but there are NO agents available Available conditions are Calls Waiting gt x calls Longest Waiting Call gt x Secs Waiting Calls Agent gt x This is the 2nd highest level status of a queue and should typically be reached when the load in the ACD queue is approaching a problem level You can select up to two conditions so that whenever either of these conditions are met the ACD Group Status button will turn Yellow The available conditions are Calls Waiting gt x calls Longest Waiting Call gt xX Secs Waiting Calls Agent gt x TOSHIBA 101 Strata CIX Using Companion Applications Active Status Green Idle Status Gray and Disabled Status Black Notifications 102 The ACD Group Status will automatically appear Green if there are agents logged into the group and there are calls taking place in the group but there are no waiting calls for the group The status will automatically appear Gray when there are agents available to take ACD calls but there are no calls Black indicates the queue is Disabled or off schedule and not receiving Calls This section allows you to setup audible and visible notifications that can be taken when an Urgent Warning and Active status is met If desired enter a checkmark in the Play Sound box to hear a sound over the speakers on your PC when a status is met Use the Browse button to browse to a specific wav file Use the
167. wer button or double click on the ringing call in the Calls View Window or press the Answer Hot Key F9 Note Strata Call Manager must have focus for the key to work Hanging Up or Disconnecting Calls When the call is completed click the hangup button to disconnect the call or right click on the call in the Call View Window and select Al Hangup Hangup or press the Hangup Hot Key F12 Note Strata Call Manager must have focus for the key to work To Place Call on Hold i i i ick the hol I dt talking with a caller click the hold button to place call on Ge Hold or right click on the call in the Call View Window and select Hold from the menu To Retrieve Call To re connect a held call click the hold button again or press the answer button or double click on the held call in the Call View Window or right click on the held call and select Answer from the menu Using Transfer Button 1 While talking with a caller click the transfer button to get T intercom dial tone ess Transfer or right click on the call in the Call View Window and select Transfer Using the keyboard enter the number to transfer the caller to press Enter when done or use the on screen dial pad and dial the number Once the system recognizes a valid number the call will proceed automatically Using Drag and Drop While talking with a caller use the mouse to drag and drop the call from the Calls Window onto a DSS button for
168. where Net Server resides e Use Remote Access Port Check this box only when connecting remotely through the Internet When connected locally through your LAN do not check this box Strata Call Manager UG TOSHIBA 33 Strata CIX Preferences 34 Diagnostic Logging Uplink Clicking this button enables the Debug utility and have it show on the Main Menu under Settings as well as provide an easy utility for sending all the important information about Strata Call Manager to assist Technical Support to help diagnose any problems when necessary e Show Advanced Menu Place a check in the box to enable the Tool tab Advanced menu option This needs to be enabled to capture events or show call information when Strata Call Manager is operating Note The statement TAPI SPI Logging DISABLED is the normal indication and is provided to show Tech Support of the status of this device Tech Support will provide specific instructions for turning on this setting e Uplink Debug Files Button Click this button to access the screen for creating a site name a contact for the file transfer and the changing of any options for reporting a problem e Site Name Before using the Uplink Debug Files button a site name and contact must to be selected The site name is a unique identifier to make it easier to find the log files for your site and typically the contact should be assigned Any Tech Support to ensure the log files are se
169. windows can automatically popup whenever a new call arrives by using the Popup Call Info Screen action in the Personal Call Handler a Standard Call Info Phone Numbe1336200 NamejReisha ts Account DID Namef C2181621021 lt none PWD Xfr From 154351 0000 Cancel Outlook New Contact Lookup Add Journal Divert Call To mail Box TOSHIBA Strata Call Manager UG Strata Call Manager UG Strata CIX Using Strata Call Manager Features To Add or Change Information 1 With the Call Info window open place the cursor into the box to be changed and use the keyboard to add or erase information Note The ability to add or change information is controlled by Preferences gt General gt Extra Info settings 2 Click the Update button to save the new information Once changed other programs will use this information For example the call is being screened and transferred into an ACD queue the caller could define a Preferred Agent by entering an agent s ID into the Preferred Agent Information field When the call is transferred this information is available to be used by the ACD application To Copy Call Information to Another Application With the Call Info window open click the Copy button to place that specific information on the Windows clipboard for pasting into another program For example the user may need to use the Customer number to look up the status of an order Clicking Copy and swit
170. wn list shows some common elapsed times for placing the call The call record will need to be enabled to be dialed at the appointed time AddlDialer Phone E Ca Il 949 555 1212 Terrie Green Date y Time When 11 19 2009 Info Status Enable Disable Save Cancel Methods for Adding Calls Often times you may want to add multiple calls from contact or call information that might be contained in other applications The Dialer provides a couple of ways to accomplish this Drag and Drop from MS Outlook If you are using Microsoft Outlook you can simply select one or more of your contacts in your Outlook Contacts database and simple use the mouse to drag them over and drop them on the power dials Calls Window Each contact will then be individually added to the power dialer allowing you to specify the date time of each call to be placed Drag and Drop from Strata Call Manager Call History Often times you may want to place a call to someone you ve called or who called you in the past Since the Strata Call Manager call history provides a complete list of all calls placed and received you can simply find the desired call in the call history and use the mouse to drag and drop a copy over to the power dialer window 132 TOSHIBA Strata Call Manager UG Strata CIX Using Companion Applications Drag and Drop MS Excel file In Microsoft Excel it is quite easy to create and keep a list of desired contacts and
171. y IC Only CallerTD Name C Outside Only f None Required Check Action gt Phone State Is Present Any If Idle s ls Missing Alo ari Busy on a Call ie na Galler ID Number None Required m Account Code Check Actic Any Number 9 deans hase C Blocked Missing ony Number Add Action Delete Action Is This C e Tis 14809075186 A Cancel 2 Selecta Triggering Event and Set the Conditions The types of events that can be used to trigger a rule can be divided into call related triggers system triggers and status change triggers Each grouping is shown below along with the Conditions offered for the trigger to take effect e Call Ringing Whenever a call rings on the phone Call Type Select the call type for the ringing call 2 Conditions IF these Conditions are True Call Type Extra Info fe Any IC Only CallerID Mare Outside Only f None Required Phone State Is Present any IF Idle Is Missing m Busy on a Call Is This value Caller ID Number None Required Account Code Any Number f None Required Blocked Missing ee ls This O Is This Is Not This Ts Not This e Phone State Select the Phone State when the call arrives e Caller ID Number Select the Caller ID to be used in the trigger For the last two options enter a specific number in the box including wildcard characters when needed See Like
172. y when all extensions are being used Extension Number om ac Note The naming convention for DKT assignments within Toshiba is Directory Numbers For clarity and ease of understanding the terms Extension Number and Phantom Extension Number will be used in this document in lieu of PDN and PhDN Strata CIX Conventions Arial Bold Tilde See Figure 10 Related Documents Media vi Represents telephone buttons Shows a multiple PC keyboard or telephone button entry Entries without spaces between them show a simultaneous entry Example Delete Enter Entries with spaces between them show a sequential entry Example 5 Means through Example 350 640 Hz frequency range Grey words within the printed text denote cross references In the electronic version of this document Library CD ROM or FYI Internet download cross references appear in blue hypertext Note Some documents listed here may appear in different versions on the CD ROM or in print To find the most current version check the version date in the Publication Information on the back of the document s title page Refer to the following for more information e Strata Call Manager System Administrator Manual e Strata Call Manager On line Help TOSHIBA Strata Call Manager UG The Grand Tour 1 Strata Call Manager UG The Strata Call Manager works with Net Server to provide a powerful PC Phone to enhance productivity f
173. your System Administrator if you do not have the Advance menu item to see what is actually occurring when that action is being used a Add Edit Action x Mame Abandoned Calls Log Filename Browse Type C Documents and SettingsA greeniLocal 5 Log Info to File Log String Save 2N ZP__Abandoned Cancel Done Testing Test Values Test Results zp 4804969040 zen 7 Joe Blow Il za 624321 Export Action TOSHIBA Strata Call Manager UG Personal Call Handler This powerful feature of Strata Call Manager allows you to create Call Handling Rules to automatically take actions when certain events occur and specific conditions are true That is you create a rule so that 1 when an Event occurs and 2 if certain conditions are true and then 3 perform specific Actions Following are a few examples of what you can accomplish with these Rules When an Outside call with CallerlD rings and I m not on another call popup Microsoft Outlook and lookup the caller info in the database Whenever answer a call without CallerlD automatically present a screen so can type in the caller info for that call Whenever dial a call automatically present a screen so can type in the name for that call When that nagging broker calls immediately transfer him to my voice mailbox lm working on an important project so whenever anyone other than my boss calls immediately tra

Strata Call Manager User Guide

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