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Toshiba Release 4.0 Marine Radio User Manual

1. 14 4 The Strata CS SDK eI fenis 14 8 Installing the Strata CS SDK see 14 9 The Strata CS SDK Application Programming Interfaces 14 9 The IVR Plug in API nnns 14 9 The Device Status APl eese 14 11 The Cent AP sven cased easel RTA 14 12 Appendix A Strata CS Configuration Settings About Strata CS configuration settings A 2 Strata CS Server registry settings esee A 2 Strata CS Workstation applications registry settings A 7 Current User Settings eese A 8 Local Machine Settings esee A 9 Strata CS Server language locale settings A 11 Locale definitions nin nisni eerta as n A 11 Defining custom A 12 Disabling Dialogic devices A 13 Dialogic device names esee A 15 Toshiba device names seen A 17 Dialogic voice board settings sene A 18 VoiceBoard settings A 18 VoiceBoard channel settings A 20 Et and T1 board settings
2. The System Prompts view Managing system Recording system prompts Localizing the telephone commands BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About system prompts This chapter explains how to play and rerecord the system prompts used throughout Strata CS You can use the standard prompts included with the system or record over them to create customized prompts The System Prompts view The System Prompts view in the Administrator allows you to listen to and change the recordings used for standard system prompts and auto attendants For example when you are setting up your Strata CS system you typically go to this view to change the default Greeting prompt so that it contains your company name Click the System Prompts button in the view bar to open the System Prompts view shown in the next figure File Edit View Tools System Prompts Help 10 System Prompts La For the letter Q press the seven key 04 19 1999 5 50 10 Sor aa4sbn vox For a name directory press 04 19 1999 5 50 10 aadz vox For the letter Z press the nine key 04 19 1999 5 50 10 F aachgpsw vox To manage your password 1141241999 12 03 46 aaclosed vox Dur offices are closed at this time If you know the exten 04 19 1999 5 50 10 F E aacurrvt vox You
3. For more information see the Device Name Assignment technical bulletin on the Dialogic support site at http support dialogic com tnotes tnbyos winnt tn188 htm Dialogic Internet telephony board device names You can disable Dialogic Internet telephony boards to make them available for non Strata CS use but you cannot disable individual channels on the boards Board names use the form DM3Boardn where nis the board number The board number is assigned sequentially starting with zero and is incremented by 1 for each board Toshiba device names The mechanism for disabling a Strata board so that it is available for non Strata CS use is the same as described for Dialogic boards in the previous sections You can disable Strata boards but you cannot disable individual channels on the boards APPENDIX A STRATA CS CONFIGURATION SETTINGS A 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL A Strata board device name has the form DKTBn where Bn is the board number For example Board 1 would be named DKTB1 The board number is assigned sequentially starting with 1 incremented by 1 for each Strata board Dialogic voice board settings Dialogic voice board settings consist of VoiceBoard keys applied to all channels for a specified board number and VoiceBoard Line keys applied to individual channels on the board VoiceBoard settings VoiceBoard keys are located under HKLM SOFTWARE Toshiba Strata CS Server
4. 8 15 Adding an Internet to Centrex PBX Extension service 8 17 Trunks tab 2 ciae citet per a ne 8 18 Location Settings fab Teens 8 20 Codecs tabe guai e oem EE tea een his 8 21 Dialing Exceptions tab 3 ere rte ees 8 22 Permissions tab too sisted deisel hide dere 8 26 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Routing services ui neget RE Ie eo LIBRE Ra IPod e RES 8 29 How you can use routing services 8 30 An example of routing rules eee 8 31 Adding a routing service 8 33 Routing Rules tab fee pute pe emu 8 35 Add a new routing rule 8 36 Defining patterns to match the dialed digits 8 38 Adding new routing variables eee 8 38 Defining a new number for a routing 8 40 Chapter 9 Handling Inbound Calls About call ic eit Ee eh d edges 9 2 Using auto attendants ciere oett iiec eroe un 9 4 About auto 9 4 The Auto Attendants view essen 9 6 Setting up an auto 9 7 Creating a new auto attendant eee 9 7 Defining m
5. seen A 23 ISDN Megacom service 5 A 24 MSI station board settings seen A 25 Using the Strata CS Settings program A 26 CONTENTS BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL LOGGING Shatter de A er e e Pee ERG A 26 Viewing current values A 27 Changing key values esee A 28 Modifying other supported Strata CS settings A 28 Appendix B Command Line Options Appendix C IP Gateway Configuration Worksheet Appendix D Using Quicknet and E Tel with Strata CS Using Quicknet hardware with Strata CS D 2 Using Quicknet with Internet Switchboard 3 5 D 2 Using Quicknet with Internet Switchboard 4 0 D 6 Calling a Quicknet card from Strata 5 D 10 Forwarding your calls to a Quicknet D 10 Using the Strata CS Client with a Quicknet card D 11 For More Information D 11 Contacting Quicknet sse D 11 Using an E tel FreeRide IP phone with Strata CS D 12 Setting up a FreeRide phone to connect to Strata CS D 12 Transferring and
6. 5 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 5 Inthe Modify Action dialog box select the Digit type to retrieve You can retrieve DID ANI or filler digits Modify Action k ot a Digit length Exactly m digits Variable up to the first digi Cancel Help n To retrieve fixed format data click Exactly digits and then type the number of digits to collect n To retrieve variable format data in which each piece of information may vary in length and filler digits are used as separators click Variable up to the first digit and then type the separator character Click OK Repeat steps 4 6 to add all the actions required to collect digits coming in on the trunk 8 Click OK After analog digit collection has been configured correctly make sure that the trunk is configured to accept inbound calls and retrieve DID digits Both these settings appear in the Trunks view and can be configured in the Trunks dialog box Adding a digital Robbed Bit T1 span This section explains how to add a digital Robbed Bit T1 span by configuring signalling and adding the span to Strata CS in the Trunks view Configuring signaling using the Robbed Bit T1 Experimenter Before you add a Robbed Bit T1 span in the Administrator you must run the Strata CS Robbed Bit T1 Experimenter on the Strata CS Server computer to configure signaling on the T1 trunk For information a
7. Attempt Centen PE transer Placing calls to Net Meeting from a Strata CS phone After configured users can place calls to PCs running Net Meeting from any Strata CS phone by dialing the access code for an Internet Address dialing service followed by the IP address of the PC running Net Meeting CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL IP addresses are dialed with each part of the IP number separated by an asterisk For example dialing 71 123 45 67 89 calls the PC running NetMeeting at the IP address 123 45 67 89 Strata CS to NetMeeting Calls User dials Strata CS 71 123 45 67 89 Server Dialing Service NetMeeting Access Code 71 Internet Span NetMeeting at IP address 123 45 67 89 receives call Calling Strata CS from H 323 terminals such as Net Meeting Depending on how your Strata CS Internet span and company firewall is configured Strata CS can receive calls from any H 323 terminal such as Net Meeting 1 Configure your firewall to allow access to the IP address of one or more Strata CS Internet spans 2 IntheStrata CS Administrator edit the Strata CS Internet span to allow incoming calls 3 Optionally do one of the following SendInternet calls to the desired user auto attendant or IVR Plug in Assign DID numbers to any user auto attendant or IVR Plug in that you want to allow H 323 terminals
8. CHAPTER 8 MANAGING OUTBOUND CALLS 8 39 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Defining a new number for a routing rule You can include any of the characters shown in the following table in the New number defined for a routing rule see Add a new routing rule on page 8 36 Characters Digits placed in the new number N x Places the digit that the variable matched into the new number The position of the variable within the match pattern is preserved in the new number For example If the match pattern Nxxxxxx matches the dialed digits 5551212 including xxxx in the new number would yield the digits matched by the first four x variables 5512 If is the first character in the New Number field the routing rule s target dialing service will apply area code and country code rules to the basic number 0 9 4 Valid telephone digits amp comma in the dialing sequence causes a 2 second pause An ampersand causes a Flash on analog trunks and is ignored on other trunks n The nth digit in the dialed digits n m The nth through mth digits in the dialed digits n The nth through the last dialed digit All digits matched by the in the dialed digits Can only be used when the match pattern uses lt string gt Use quoted strings without modification For example the following new number begins with the MyNetPhone gateway as a quoted string incorporates all the d
9. Eoresends the Strata CS extension that the caller dialed Lorlsends the length of the voice message in seconds For example the dial sequence 18007771000 12459838E causes Strata CS to dial the paging service pause for 3 seconds enter the pager s PIN 1245983 followed by to indicate end of PIN enter your extension where the voice message was left and then hang up In this example your pager displays only the extension number If users receive only the last portion of the pager data specified there are not enough pauses between the pager number and the information If this problem occurs add more commas Note Do not enter multiple stars in a row in the pager string Use only one star to send a dash Multiple consecutive stars can terminate the page message Scheduling notifications You can schedule notifications to occur at specific times for example during business hours after business hours on work days and so on You can also set up custom hours Notifications can also be scheduled in the Strata CS Client For information about how to set up business hours to use when scheduling notifications see Business Hours on page 4 5 Note When you turn e mail or pager notification on for a user by default Strata CS sends notifications 24 hours a day 7 days a week If this is what you want to do you do not need to schedule notifications A schedule contains individual time rules that are added togethe
10. Message waiting indicator v Stutter tone Pad extensions when sent as Caller ID Padding position After extension Padding character 0 Y Settings Ring phone for 20 seconds Send digits to station Do not send digits z Do not send digits Send DID from PSTN Send user s extension number Send call type and extension number Note If you choose any setting except the default Do not send digits all call screening options are disabled for the station Sending call type and extension number to a device The Send call type and extension number method sends DTMF digits that represent the call type and one or more extension numbers to help the third party device determine where the call came from Using this information the third party device can customize call handling for individual calls For example a third party voice mail system can use the extension number to preselect a specific user s voice mailbox Using the call type the system can then customize how the call is handled When users dial in from their desks they are connected directly to their voice mailboxes and offered a retrieve voice mail menu For external callers the voice mail system offers a leave message menu with the user s voice mailbox already selected CHAPTER 14 EXTENDING STRATA CS 14 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The possible combinations of DTMF digits that are sent to the device a
11. 11 21 Using the Problem Report 11 22 Reporting Strata CS Server problems 11 23 Reporting workstation application problems 11 24 Reporting distributed problems 11 24 Chapter 12 System Prompts About system nnne eene 12 2 The System Prompts view eseeeneeeene 12 2 Controlling the prompt 12 3 Managing system prompts 12 3 Recording system prompts 12 5 Recording system prompts professionally 12 6 Recording over system prompts 12 8 Testing system 12 10 Localizing the telephone commands 12 12 Chapter 13 Configuring Internet Telephony Support About IP telephony and Strata 13 2 Internet telephony requirements eee 13 2 Placing calls to H 323 terminals such as NetMeeting 13 2 Placing calls to Net Meeting from the Strata CS Client 13 3 Placing calls to Net Meeting from a Strata CS p
12. Generate tones using software Default system prompts u s English Allow voice first answering m Windows E vent Log Notifications E mail phone system events for events E mailto All phone system administrators C E mail address es Business Hours Server Configuration n Number of rings before answering a call For analog trunks only this field sets the number of times Strata CS allows the phone to ring before it answers the call The default of 2 rings allows for the capture of caller ID on analog trunks In the U S this information appears between the first and second ring In other areas such as the U K or when using digital trunks where caller CHAPTER 4 DEFINING SYSTEM SETTINGS 4 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL ID appears before the first ring this setting can be changed to 1 so that calls on an inbound trunk are answered after the first ring Use hold audio from station number Check this box to play music for callers on hold The music can be played on a CD player or other music on hold device that is attached to the specified station It is highly recommended that you use music on hold for systems with ACD workgroups or follow me call forwarding Strata CS plays whatever is on the specified channel It does not monitor the channel If the music device stops callers on hold hear nothing Generate tones using software Check this box t
13. Route the call to another dialing service Dialing service 78 Any Available Trunk New number Stop processing rules Stop reason Notes Use this rule under the following conditions In this section of the dialog box you can define which numbers the rule will match and optionally set a schedule for when this rule is in effect Digits dialed Type the pattern that will match the dialed numbers you want the routing rule to process For example Nxxxxxx would match any seven digit local number See Defining patterns to match the dialed digits on page 8 38 for details The pattern entered here is displayed in the Dialed digits column of the Routing Rules tab Schedule If you want to apply the rule only at scheduled times click to change from the default Always which indicates that the rule is always in effect In the Custom Hours dialog box that opens define the hours and days of the week or the specific dates that this rule will be in effect See Setting up custom time rules on page 6 22 for more information If you enter a schedule it is displayed in the Schedule column of the Routing Rules tab 8 36 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Execute the following action In this section of the dialog box you can specify the action to be performed with the dialed digits You have a choice of two actions you can either Route to
14. 12 Note Account codes that are identical except for wild card characters conflict with each other For example 1234 conflicts with 12347 1234 or 123496 In the case of conflicting entries only the first entry is used to verify account codes Using a verbal account code prompt By default the account code prompt is a single beep You must explain to your users that they must enter an account code when they hear the beep Strata CS provides an alternate account code sound file with a verbal prompt that says Please enter an account code To use the verbal account code prompt instead of the beep 1 Find the file AccountCodePrompt vox in the user directory This file contains the beep By default the path is C Program Files StrataCS Server Vfiles User AccountCodePrompt vox 2 Rename the file for example to AccountCodePrompt vox old Users now hear the verbal prompt instead of the beep when they are prompted to enter an account code Note By renaming the beep file Strata CS automatically uses another AccountCodePrompt vox file which is found in your language directory and which contains the verbal prompt The default path for the English language verbal prompt file is C Program Files StrataCS Server Vfiles EN00 AccountCodePrompt vox How users enter account codes Users can enter an account code for a call in the following ways depending on when they enter the code n When prompted by
15. Deleting an e mail notification in Exchange has no effect on the voice message in Strata CS Voice messages therefore cannot be deleted in Strata CS before a user has the opportunity to listen to them 4 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Exchange Server Mailbox Permissions In order to synchronize with Microsoft Exchange the Strata CS account must be a domain account that has User role permissions to all Exchange mailboxes that are to be synchronized One way you can do this is by assigning the Strata CS User role permissions to each individual mailbox This method is secure but time consuming Alternatively you can assign the Strata CS User role permissions to all mailboxes at the site level This method is less secure but it requires less intervention by system administrators For more information about assigning User role permissions see your Exchange Server documentation With Exchange Server version 5 5 or later note that depending on how Exchange Server is configured it may take up to two hours for mailbox permission changes to take effect because changes are cached before they are applied For more information and details on how to change the cache interval for Exchange Server 5 5 see http support microsoft com support kb articles q179 0 65 asp To set up Microsoft Exchange synchronization for a user 1 Inthe System Settings dialog box Other tab check Synchron
16. Codec use with IP Gateway connections When connecting two Strata CS Servers over an IP Gateway connection the Servers must use the same codec lists Otherwise audio failure can occur during calls See Modifying Strata CS IP codecs on page 5 22 for more information Overview of creating an IP Gateway connection Setting up an IP Gateway connection involves the following steps It is important to do them in the correct order 1 OneachServer create an IP Gateway that points to the other Server See Creating an IP Gateway on page 13 9 2 OneachServer create one or more IP gateway dialing services to cover the types of Internet calling you want to perform See Creating IP Gateway dialing services on page 13 13 You can create a new IP Gateway while defining a gateway dialing service by clicking the IP Gateway button shown at right in the dialing service dialog box 3 Tounify two Servers so that all users appear to be local users create an IP Gateway user for each remote extension See Creating Gateway users to unify two Strata CS Servers on page 13 17 Using the IP Gateway Configuration Worksheet Appendix C of this manual provides a worksheet to help you set up multiple Strata CS Servers for an IP Gateway connection Use the IP Gateway Configuration Worksheet to help you plan consistent access codes for dialing services and avoid conflicts such as overlapping extensions or passwords 13 8 STRATA CS ADMINIST
17. Default value is 5000 milliseconds Server LongIdleTime DWORD value that specifies the minimum duration in seconds of a function call or Plug in before a Windows NT event is generated Default value is 21600 seconds Server MaxAutoAttendantLoops DWORD value that specifies the maximum number of auto attendants to which a call will be routed without the caller pressing a key Default value is 3 Server MaxRingDuration DWORD value that specifies the maximum ring duration in milliseconds for internal and external calls in routing lists Default value is 60000 milliseconds APPENDIX A STRATA CS CONFIGURATION SETTINGS A 31 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL System items on the Server database Server MinimumMessage DWORD value that specifies the minimum duration in milliseconds for voice mail messages Messages shorter than this are discarded Default value is 2000 milliseconds Server MinRingDurationForExternalCallOffering DWORD value that specifies the minimum ring duration in milliseconds for external calls using call offering in routing lists Default value is 12000 milliseconds Server MinRingDurationForExternalPadding DWORD value that specifies the extra time in millseconds that the system adds to ring durations for external calls in routing lists Default value is 3000 millseconds Server MinRingDuration DWORD value that specifies the minimum ring duration in mill
18. Note Dialing service permission settings apply to numbers dialed using a Phone Number dialing service Numbers dialed using a Centrex PBX Extension service are only restricted by your Centrex PBX provider Numbers dialed using an Internet Address service are only restricted by your network A user who attempts to dial a restricted number using the service hears the message Sorry you do not have permission to dial that number A user cannot include a restricted number in a routing list or forward calls to a restricted number 8 26 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To set dialing service permissions 1 In the Phone Number Service dialog box click the Permissions tab General Trunks Location Settings Dialing Exceptions Permissions By default allow all numbers except those starting with 1900 Disallow Specify the default behavior when users dial a number using this service by selecting one of the following options allow all Users can dial all numbers over this dialing service except the disallowed ones listed below disallow all Users cannot dial any numbers over this dialing service except the allowed ones listed below Click Add to add a new permission or Edit to modify an existing one Disallow 7 phone numbers starting with 1900 o c9 Choose to Allow or Disallow calls and then enter the digits The permission is applied whenever a u
19. Server VoiceBoard lt n7 gt Line lt n2 gt DXCH MFMODE DWORD value for MF Mode A word length bit mask that selects the minimum length of KP tones to be detected Possible values n 0 detect KP tone gt 40ms 2 detect KP tone 65ms Greater than 2 KP tone returned to application during MF detection Ensures only standard length KP tones 100ms are detected If set to O any KP tone greater than 40ms will be detected Default is 2 DXCH MAXRWINK DWORD value for Maximum Loop Current for wink Maximum time loop current needs to be on before recognizing a wink 10ms units Default is 20 DXCH MINRWINK DWORD value for Minimum Loop Current for wink Minimum time loop current needs to be on before recognizing a wink 10ms units Default is 10 DXCH WINKDLY DWORD value for Wink Delay The delay after a ring is received before issuing a wink 10ms units Default is 15 DXCH RINGCNT DWORD value for Ring Count Number of rings to wait before returning a ring event Default is 4 DXCH WINKLEN DWORD value for Wink Length The duration of a wink in the off hook state 10ms units Default is 15 A 22 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL E1 and T1 board settings In the following tables Board n refers to a Dialogic board number See Dialogic voice board device names on page A 15 for an explanation of board numbering conventions HKLM SOFTW
20. APPENDIX A STRATA CS CONFIGURATION SETTINGS BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Server VoiceBoard lt n gt Key Default Description DXBD_MFMINON 0 Minimum MF On The duration to be added to the standard MF tone duration before the tone is detected The minimum detection duration is 65ms for KP tones and 40ms for all other tones This parameters affects all the channels on the board 10ms units DXBD_MFTONE 6 MF Minimum Tone Duration The duration of a dialed MF tone This parameter affects all the channels on the board Max value 10 10ms units DXBD MFDELAY 6 MF Interdigit Delay The length of silence period between tones during MF dialing This parameter affects all the channels on the board 10ms units DXBD MFLKPTONE 10 MF length of LKP Tone The length of the LKP tone during MF dialing This parameter affects all the channels on the specified board Max value 15 10ms units DXBD T IDD 5 DTMF Interdigit Delay Time between digits in DTMF dialing DXBD MINOFFHKT 250 Minimum Off hook Time Specified in 10ms M units VoiceBoard channel settings Channel level settings are controlled by the VoiceBoard Line registry keys which are located under HKLM SOFTWARE Toshiba Strata CS Server VoiceBoard lt n1 gt Line lt n2 gt where lt 1 gt is the Dialogic board number and n2 is the channel number see Dialogic voice board device names on page A 15 for an explanation of board and
21. See also ring pattern p G 21 SQL Server A Microsoft database Server application The Strata CS database is stored in SQL Server and is accessible by the Strata CS Server and its clients Station Any phone connected to Strata CS See also station ID p G 23 Station ID The number that uniquely identifies a telephone connected to Strata CS Multiple extensions can share a single station ID which allows different users to receive calls at the same phone See also extension p G 12 station p G 23 Station License A license purchased from Toshiba for each Strata CS phone station See also station p G 23 GLoss 23 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Stutter Dial Tone feature available on some phones that notifies a user of new voice messages by means of a special dial tone When a message has been received the user hears a stutter dial tone when the station goes off hook This feature is available on specific analog telephones that support CLASS features For a list of phones that have this feature see Strata CS Installation amp Maintenance Manual An Administrator setting tells Strata CS that a user has a phone that supports stutter dial tone message waiting Users enable or disable the feature from the Client See also dial tone p G 9 message waiting p G 17 Supervised Transfer A method of call transfer in which the user speaks to the target party I have Jim on the line for you before
22. BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Users view The Users view presents information about individual users and roles in your organization Roles appear in bold in the Users view Roles are collections of specific permissions that are used to grant permissions to users You can grant additional permissions to users by changing that user s permissions see The Permissions tab on page 6 37 To add edit or delete Strata CS users click the Users button in the view bar The Users view opens Double click a user in the view to open the User dialog box for that user Ele Edit Tools Users Help e o 8x mL tENsion DID Station Title ACD DND Mail Usage Greeting Usage DS 106 6 ACD 1 5 3 1 100 3 Local 31x Administrators Role Cecilia St John 227 47 Local 1 5 25 Cynthia Caylor 101 2 Local 124 7 31 Dick Yannopoulos 126 28 Local v 1 5 31 Dingo Frye 222 0 Local 1 5 26 Doc group Role Frank Smith 125 25 Local 21 40 John Sargent 107 7 Local 1 4 26 Joshua Fields 172 5 Local 2 2 3 3 Kenneth Deimoch 8 Local Qo 02 31 M Kevin Flaherty 102 10 Local 1 4 29 Dialing Miri Anatolia 555 0 Local 1 1 3 2 Services e Ned Brown 104 1 Local 1 5 3 2 Operator 0 1 Local 0 2 3 2 e Richard Ruquist 112 12 Local 1 5 3 1 7 V Shannon Rose Ryan 223 0 Local 1 5
23. Cancel The following table shows the information that appears for each menu choice that has been defined for this auto attendant Column Description Key Key that the caller presses 0 9 or to perform the menu choice Description Action Strata CS performs when that key is pressed 9 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 2 Click Add to create a new menu choice Click Edit to modify the selected menu choice The Edit Menu Choice dialog box opens Edit Menu Choice 3 On the General tab type the text of the Prompt to offer this menu choice for example For Sales press 1 Use the audio buttons to record the prompt For more information see Using the audio controls on page 2 10 4 the key that callers must press to select the menu choice Valid keys are 0 9 or 5 Inthe Perform action drop down list select the action to perform when callers press the key For transfers to a user or IVR Plug in select an optional Announce prompt Nothing The call is transferred with no announcement Nameand extension Announces the name and extension of the user or IVR Plug in as the call is transferred One moment please Announces moment please as the call is transferred CHAPTER 9 HANDLING INBOUND CALLS 9 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 6 Click the Advanced tab Edit Menu C
24. If the Strata CS Internet span routes calls to an auto attendant you can make your Strata CS Gateway preferred Doing this lets you pick up your Quicknet phone and dial a Strata CS extension immediately without having to dial the Gateway number to Strata CS first For example if your Strata CS Gateway number is 5 and your co worker Steve s extension is 123 you would normally reach Steve by dialing 5 waiting for the auto attendant to answer and then dialing 123 By making the Gateway preferred you can reach Steve by picking up the phone and dialing 123 D 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To make a Gateway preferred 1 In Internet Switchboard click Speed Dials to show the list of Gateways 2 Right click your Strata CS Gateway in the list and choose Preferred A check mark appears next to Preferred in the shortcut menu and a appears next to the Gateway name in the list Internet SwitchBoard 1 2 3 En sedg Number ae lapsed a B ti Caling IP Address Internet PhoneJACK P 50040948 G 711 u Law 64 kbps 10 My IP Address 24 12 240 230 Connection LAN Messages Show C PROGRAM FILESSQUICKNETSINTERNET SWITCHBOARD Gateways loc gt User Number Dial ICQ Number Internet Address Dial Internet Address SpeedDials SpeedDial Folder Boston Office H 323 Gateway Net2Phone Net2Phone Gateway deltathree com deltathree com Gate
25. PRELIMINARY amp CONFIDENTIAL System Settings General Licenses Call Log Storag r Special access codes Dial by name directory a 1 Select a trunk jo trunk number Default phone number access code 9 Default Internet address access code Emergency Other m Dialing timeouts Internal dialing incomplete timeout ms op Internal dialing ambiguous timeout ms ut Dialing service incomplete timeout ms opo Dialing service ambiguous timeout ms pn Setting dialing timeouts Strata CS uses timeouts that you specify to determine the end of a number that was entered by a user If users press after entering the final digit of a number Strata CS dials the number immediately and does not wait for the timeout period to elapse n Note Internal dialing incomplete timeout Number of milliseconds before Strata CS times out on an internal call if not enough digits were entered The default is 8000 milliseconds 8 seconds Internal dialing ambiguous timeout Number of milliseconds before Strata CS times out on an internal call if the digits entered cannot be resolved into a recognized number The default is 3000 milliseconds 3 seconds Dialing service incomplete timeout Number of milliseconds before Strata CS times out on an external call if not enough digits were entered The default is 8000 milliseconds Dialing service ambiguous timeout Number of millis
26. Previous Next OK To enable hands free answering for a user check Enable Hands free answering To allow dialing while in hands free answering check Allow dialing while hands free requires dedicated voice resource If this option is not checked a user must press Flash to get a dial tone while in hands free answering When it is checked the user can dial out directly without having to press Flash In Number of seconds to play dial tone before going silent enter the time in seconds that the user must wait between calls before the dial tone ends To end a hands free call the user presses the Flash button or hangs up but has to wait for the phone to go off hook again During this time the user hears a dial tone This setting allows you to set the timeout to 0 so that the user does not hear a dial tone and returns to off hook status immediately after disconnecting from a call 6 40 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Managing users For an overview of user properties see Adding a user in the User dialog box on page 6 8 Detailed procedures for setting these properties are described in the sections starting on page 6 9 This section describes other user management tasks Recording the new user s voice title and greeting After you create a new user do the following n n Record the user s voice title The voice title is used in many ca
27. for internal stations Multi line analog phones can be used but line use indicator lights may not perform correctly on some models Strata CS also supports phones with caller ID displays and some phones with message waiting lights See Chapter 5 of Strata CS Installation amp Maintenance Manual for a list of supported phones Supporting different types of CLASS phones Two Strata CS registry settings specify the format used to send caller ID or visual message waiting indicator information to CLASS phones See MSI station board settings on page A 25 for more information Important These two registry settings change the message format sent to all phones connected to the specified MSI board Caller ID information Caller ID information is sent to a display phone in one of the following formats Single Data Message Format SDMF which sends the date time and 10 digit caller ID number n Multiple Data Message Format MDME which sends the date time 10 digit caller ID number and 15 digit caller name United Kingdom message format UK which sends the date time 18 digit caller ID number and 20 digit caller name This information is only delivered as caller ID on call waiting that is when the user is on another call CHAPTER 6 MANAGING USERS AND STATIONS 6 43 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The default format MDMF works for most display phones as does SDMF Note These formats specify o
28. n G 723 1 Best for NetMeeting and other H 323 terminals 5 3 kbs or 6 3 kbs a MSGSM 13 0 kbs 5 22 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL GSM 13 0 kbs To modify Strata CS IP codecs 1 Inthe Trunks view double click the Internet span to open its dialog box and then click the Codecs tab 2 1 click Add to add another codec or select a codec and click Edit to change any of the parameters used with the codec Add Codec Codec name Frame size ms 10 Frames per packet 3 M Bit rate kb s 8 Transmit audio only when voice is detected 3 Inthe Add Codec dialog box select a Codec name from the list of codecs supported by the Dialogic IPLink boards in the drop down list 4 If you want to modify any of the parameters used with the codec enter the new values The fields you can change may vary depending on the codec you select If enabled for a particular parameter select Any to accept whatever parameter value the other device sends Frame size Frame buffer size in milliseconds A larger frame size means more latency time delay Frames per packet Number of frames in a packet Bitrate Rate at which data is transmitted over the network Transmit audio only when voice is detected If checked only actual voice audio signal is digitized for transmission not silence Click OK to add the c
29. s name and the full dial string of the pager number that was dialed unsuccessfully Alert the user that the pager number might be incorrect or that pause characters should be added to the dial string 129 Error Disabling Exchange Server synchronization Unable to connect to database Strata CS could no longer access the SQL Server database and disabled Exchange Server synchronization T1 alarms The following two T1 alarms are written to the Windows NT Event Log Red Alarm Signals that the Robbed Bit T1 line has lost synchronization with the switch to which it is connected Strata CS disables all channels on the affected digital span so that spurious signals are not processed as incoming calls n Red OK Signals that synchronization has been restored All channels on the affected digital span are re enabled All T1 alarms are written to the Strata CS Server logs CHAPTER 11 MONITORING amp BACKING UP 11 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using the Maintenance Log view The Maintenance Log view displays tracked actions and presents details about each action Information contained in the log is stored in the database To view the Maintenance Log click its button in the view bar The Maintenance Log tracks the following actions Restarting a device Starting the Server Stopping the Server Scheduling a Server shutdown Changing a user s password Changing a queue s password Logging
30. 0123455783 OK The columns in the top pane contain the following information Schedule Scheduled times at which the rule will be applied Contains Always if no schedule was defined Digits dialed Pattern that will match the dialed numbers you want the routing rule to process New digits Pattern of the digits to be passed to the target dialing service Action The rule s action is Route to pass a number to the target dialing service or Stop to stop processing of any further routing rules that use this pattern Service Reason Lists either the access code and name of the target dialing service or the reason for stopping depending on the Action Notes Comments that you enter when you create the routing rule To create a new routing rule click Add see Add a new routing rule on page 8 36 The bottom pane displays the routing variables that are currently available Click Variables if you need to create or edit routing variables for use in your routing rules See Adding new routing variables on page 8 38 for more information CHAPTER 8 MANAGING OUTBOUND CALLS 8 35 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Add a new routing rule When you click Add On the Routing Rules tab the Add Routing Rules dialog box opens Add Routing Rule m Use this rule under the following conditions Digits dialed Schedule Always m Execute the following action
31. 2 6 MAE e Test 1 103 3 Local 15 31 Test Admin Assistants Role 2 V test test test testtesttest 105 4 ACD 1 5 31 Test User Group Role Evae User 11 133 33 Local 1 5 31 of Attendarns 4 26 items Admin K100 TVGOODKIT Fel 7 Each user that you add appears as a row in the Users view The following table shows the information that is displayed for each user Column Description Name Logged on user s name Extension Extension number dialed to reach the user DID Direct inward dial number used to dial the user directly Station Default station phone device assigned to the user 6 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Type The type of user User An individual with an extension on this Server Can also be a conference room ACD workgroup An automatic call distribution workgroup user IP Gateway A user created to enable IP calls to a user on a remote Server Title The job title entered for this user You can enter titles for users when you create them Mail Usage Percentage of allocated voice mail space currently used For details on how the information in this and the following two columns is calculated see Updating users mail greeting and disk usage totals on page 6 42 Greeting Usage Percentage of allocated greeting and voice title space currently consumed by the user Disk Usage Amoun
32. APPENDIX A STRATA CS CONFIGURATION SETTINGS A 27 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Changing key values When you double click on a key listed in the main window the Setting Value dialog box opens Value name Serve inimumMessage Value data m Cancel Stored in DBRegistry PhoneBookID 1 Name Server MinimumMessage Voicemail messages shorter than this in msec are discarded a Value name displays the name of the key a Value data allows you to change the value of the key by typing a new value and clicking OK Description displays the location and description of the key Modifying other supported Strata CS settings Toshiba support is available for the settings described in this section These settings are stored either as Registry keys on the current computer or as System items on the Server database Support is not available for other settings except when your Strata CS provider has specifically instructed you to alter them Registry keys on the current computer audio temp file dir STRING value that specifies the directory in which to store temporary files This setting affects only the application currently displayed in the Application field Per App True Default value is audio VolumePercentage DWORD value that specifies the percentage to increase the current wave volume on playback or recordings or greetings Default value is 35 percent A 28 STRA
33. Administrators and users with the appropriate permissions can create public workgroups Personal workgroups are workgroups that users can create in the Client for their personal use Strata CS workgroups offer the following benefits The process of finding an individual to take calls or to join a conference is easier because the Extensions view in the Client can be filtered by workgroup Any public workgroup member can pick up a ringing call within the workgroup if an extension has been assigned Calls to a public workgroup simultaneously ring the phones of all the extensions that are members of that workgroup users IVR plug ins auto attendants queues or contacts When workgroup members set their personal statuses to Do Not Disturb see Strata CS Client User Guide their phones do not ring when the workgroup is called When workgroup members set their personal statuses to Where Am see Strata CS Client User Guide on their phones calls to a workgroup that they are in ring at the phone that has accepted the Where 1 Am from the member n When members set their personal statuses to Where 1 Am see Strata CS Client User Guide on their phone to an external number calls to a workgroup that they are in do not ring the external number 7 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Workgroups view To add edit and delete public workgroups click the Workgroups but
34. By default 0 is the Operator user s extension To use 0 as a dialing service access code for example to have users dial 0 to get an outside line you must first change the Operator user s extension to a number other than 0 Even when the Operator user s extension is a number other than 0 callers must press 0 from within the system to transfer to the Operator For example if a caller reaches a user s voice mail and wants to transfer to the user s personal Operator instead of leaving a voice message the caller dials 0 even if the Operator user s extension is 111 Setting default access codes for ringbacks When users return calls from the Strata CS Client the system automatically uses a default access code that you set You can set one default access code for phone numbers and one default access code for Internet addresses The defaults are used system wide You set the default access codes on the Dialing tab of the System Settings dialog box as follows Default phone number access code Select the access code for the dialing service that will be used to return a call from a phone number from the Call Log and Voice Messages views The default is 9 You can select a Routing dialing service see Routing services on page 8 29 or any dialing service that takes phone numbers as inputs You typically would use a Routing dialing service or a Phone Number dialing service Default Internet address access code Select the access code f
35. Call Monitor with other users so that they can cover your calls as needed You no longer need to run multiple Clients to see and manage these calls CHAPTER 1 OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS 1 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Call Center Queues Call center queues can be configured to distribute calls to agents using a variety of distribution algorithms Agents can sign in out of one or more queues see calls in queues and take them before being offered them if they so choose Queues can prompt callers for Customer ID numbers or other data On hold messages can be highly customized or can change based on caller data Calling workgroups You can call a public workgroup s extension to ring all of the users phones in the workgroup at the same time More drag and drop Drag a message or Call Log entry onto the Call Monitor to call it back Ringback numbers Your callers can enter a ringback number by pressing a specific key while they listen to the voice mail greeting This feature is useful when caller ID is inaccurate or is not available at all Dialing toolbar You can quickly enter a number to dial using the optional dial toolbar without opening Drag and drop to make calls transfers conferences and more You can drag a call onto an extension to transfer the call to that extension To call an extension drag the extension from the extension pane onto the Call Monitor To create a conference hold
36. For this reason the least complicated way to administer users is to create a new role and assign permissions to those users rather than to individual users Then you can change individual users permissions by adding or removing them from the role Also if you need to grant new permissions you can grant them to all members in that role in a single operation To create a new role 1 Inthe Users view choose User New Role A new Role dialog box opens Admin Read Role Lx General Users Permissions Dialing Permissions Name Admin Read Comments Read only Priv s Cancel Help 2 Enter the name of the role and any comments about its function 3 Select the Users tab to manage add or remove users in the role CHAPTER 6 MANAGING USERS AND STATIONS 6 39 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Other tab Click the Permissions tab to change the default permissions Click the Dialing Permissions tab to specify the types of numbers that can be dialed based on the prefix For example 1 800 may be allowed while 1 900 may not allowed The Other tab contains user options for hands free mode Kevin Flaherty User General Recordings Notifications Call Handling Phone Dialing Permissions Hands free Enable hands free answering Allow dialing while hands free requires dedicated voice resource Number of seconds to play dial tone before going silent fi
37. Greetings 3 used 2835 KB out of 93760 KB CallLog 88 Refresh Special directories on Tv A40 Voice files C Program Files Strata CS Serverivfiles Move Database backup CaP rogram Files Strata CS Server Data Move Disk usage n Database Percentage of disk space allocated for the Strata CS database that is currently used also shown in kilobytes used out of the total number of kilobytes allocated The size of the Strata CS database is set and the required disk space allocated when the Strata CS Server is installed The 4 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL default database size is 100 MB This space is allocated automatically if necessary When you start the Administrator Strata CS displays a warning message if the Strata CS database is 80 or more full You must check the database usage periodically to make sure you are not running out of space n Messages Percentage of disk space allocated for all users voice mail messages as well as any call recordings users have made that is currently used Greetings Percentage of disk space allocated for all users greetings and voice titles that is currently used Call Log Amount of space currently used in the Strata CS database for Call Log records in kilobytes Some or all of this space can be recovered by archiving Call Log information if total database usage is high see
38. Wrong Number You can rerecord it to have the message give the caller the correct number to reach your company See Chapter 12 for more information about recording system prompts Routing inbound calls on a trunk If you set a trunk to accept inbound calls you can route the calls to the following places in Strata CS a An auto attendant A user An automatic call distribution ACD workgroup A group of internal users simultaneously AnIVR Plug in application Placing outbound calls on a specific trunk Administrators can place a call on a specific trunk for testing purposes by dialing 88 the trunk number and then the phone number For example to place a call on trunk 1 dial 8801 you must use 4 digits To place a call on trunk 12 dial 8812 When you are using specific trunk dialing you do not need to dial the access code to make an external call You can change the 88 code to other digits See Defining special access codes on page 4 12 Note If you want to allow specific trunk access for users create a dialing service that allocates that trunk See About dialing services on page 8 2 ANI DID digit collection The following services from your phone company enable Strata CS to work with maximum efficiency Caller ID ANI Automatic Number Identification Provides Caller ID information about analog DID and digital trunks DID Direct Inward Dial Enables direct routing of incoming calls to
39. and on the main screen click General Configuration e tel FreeRide General Configuration 0 711 mulaw 30ms ha 10 In My Phone Number enter your Strata CS extension 11 In Codec select the codec that matches the codec used by the Strata CS Server s Internet span To find that codec use the Strata CS D 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Administrator as follows go to the Trunks view right click the Internet span choose Open Span and click the Codecs tab The codec used by the span is displayed on that tab 12 If the Strata CS Server uses VAD then check Enable VAD You can check whether the Strata CS Server uses VAD by using the Strata CS Administrator as described in step 11 The VAD option is on the Codecs tab 13 Click the Dial Plan tab 4 e tel FreeRide General Configuration r Direct Dialing Number 208 209 208 209 208 209 208 209 208 209 208 209 208 209 208 209 208 209 208 209 oO Qo ON poo ooo On the Dial plan tab you configure how the FreeRide phone responds to each initial digit you can press on it To set up FreeRide as a Strata CS station you must configure each digit to connect to the Strata CS Server s IP address and log in using your extension and password In the example above when you pick up the FreeRide phone and dial 333 the dial plan reads the initial digit 3 and connects to t
40. notifications see Setting e mail notification on page 6 18 4 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL All Strata CS Administrators Notifications go to all Strata CS users with Administrator permissions who have e mail notification turned on This is the default setting n E mail address es Type the e mail addresses of users whom you want to receive notifications separated by semicolons Business Hours Click Business Hours to schedule specific Strata CS behavior for particular hours and on specific dates Your settings are used by Strata CS to schedule the following Transfers and greetings See Scheduling transfers and greetings on page 9 14 n E mail and pager notifications See Scheduling notifications on page 6 19 Business hours and holidays for call rules See Defining business hours and holidays on page 4 5 Strata CS uses the following categories to define business hours and holidays Work days and work hours for each work day Fullor partial holidays Custom work days hours and dates Strata CS includes a default set of business hours that you can customize You can create as many sets of business hours as you need For example you can create a set of business hours for the company as a whole and then create additional sets of business hours for individual departments shifts and so forth Note When you define business hours and
41. true A value of 0 would prevent conference calls with no users and external transfers of external calls APPENDIX A STRATA CS CONFIGURATION SETTINGS A 29 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL System items on the Server database Server AllowGatewayUserLogin DWORD value If this value is non zero the system will allow Gateway users to log in from an auto attendant or internal dial tone Gateway users inherit the permissions of their IP Gateway and usually have the ability to dial external numbers while logged in on a trunk Default value is 1 Server AudioControlRingTimeout DWORD value that specifies the maximum time in milliseconds that the TV Audio Control will spend attempting to connect before returning with a timeout Default value is 30000 milliseconds ServerXVCheckRecipientCallForSetting DWORD value Check both callee and recipient call for setting The callee is the person whom the call is for The recipient is the person who answers the phone or to be more precise the person who most recently logged in at that station Note that these can be different people Default value is 1 yes With this setting or if the setting is not present call for will be announced if either the callee or the recipient has call for turned on Can be set to 0 no Server DefaultGreetingSize DWORD value that specifies default size in minutes for greeting space Default value is 10 minutes
42. which contains the following tools The IVR Plug in API page 14 9 A powerful way to integrate virtually any interactive voice response or voice processing application with your Strata CS system The Device Status API page 14 11 A software component that gives custom applications the ability to get detailed information about trunks and stations from the Strata CS Server The Client API page 14 12 A set of software components that gives custom applications the ability to access all functions found in the Strata CS Client 14 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Extending Strata CS with off the shelf applications Many off the shelf applications produced by third party vendors can be integrated into the Strata CS Server without any custom programming These applications are integrated in one of the following ways In band signaling applications can be configured to work with most Centrex and PBX systems including Strata CS TAPI applications can use the Strata CS TAPI Service Provider to communicate with the Server In band signaling applications A human caller can send commands to any PBX including Strata CS by generating a flash hook command by quickly pressing and releasing the hang up button or hook on a telephone handset cradle The flash hook command signals the PBX that special instructions will follow such as placing a call on hold or transfe
43. workgroups see Creating a Workgroup on page 7 3 Both Frank and Miri have a routing list that rings them first at their own extensions and then sends calls to the workgroup Voice Mail at extension 300 Any calls for Frank and Miri that they do not pick up go directly to the first available voice mail port in the workgroup 14 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Note It is highly recommended that you use more than one voice mail device in a scenario such as the previous example A single device at extension 300 for example can only handle one call at a time either a user checking for voice messages or an external caller leaving a message If a second call comes in to the device while it is busy the second call goes to the final action of extension 300 s routing list which may be Strata CS s voice mail or any other final action that you configured Using the previous example again for illustration the possible DTMF combinations that may be sent to one of the voice mail systems are described in the next table In all cases the call is handled by the first available voice mail device in the workgroup Voice Mail Type of call DTMF digits sent An external caller calls Voice Mail directly at 1 extension 300 in order to leave a message for a user For a direct external call the DTMF digits do not contain any information about the extension that was dialed The cal
44. 2 THE STRATA CS ADMINISTRATOR 2 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 3 STRATA CS LICENSES CHAPTER CONTENTS About Strata CS licenses 3 2 Entering licenses 3 2 Removing 3 4 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About Strata CS licenses The following types of licenses are required for your Strata CS system n Server license One license for each Strata CS Server A Server license is provided when you purchase Strata CS The Server license authorizes you to run one copy of the Strata CS Server Only one Server license is required per Strata CS Server regardless of the number of trunks or users Trunk licenses One license for each analog or BRI trunk that is connected to the Strata CS Server IP Port licenses One license for each Internet trunk that is connected to the Strata CS Server Station licenses One license for each internal telephone that is connected to the Strata CS Server A station license is also required for each running instance of an IVR Plug in For more information about how to enter licenses for IVP Plug ins see Chapter 14 Extending Strata CS Client licenses One license for each computer that is using Strata CS One Client license allows a user to log on to multiple Clients or to have multiple Client API sessions using a single u
45. 20 local area dialing exceptions 8 22 phones changing format from MDMF to SDMF 6 43 playing system prompts 12 3 Plug ins view IVR 2 5 port license requirement IP 3 2 prefix and suffix in Centrex PBX Extension dialing service 8 14 in Phone number dialing service 8 11 prompts English language 4 4 Spanish language 4 4 U K English language 4 4 U S English language 4 4 prompts view System 2 4 prompts playing system 12 3 prompts translating system 12 5 Q Queues view 2 4 R recording system prompts 12 8 user s voice title and greeting 6 41 recordings changing file format 2 10 INDEX 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL creating 2 10 file formats 2 10 voice file formats 2 10 VOX files 2 10 WAV files 2 10 recordings to new file format converting audio 2 10 registry keys tones for disconnect detection A 12 tones for fax detection A 12 registry settings changing in Windows NT 2000 4 3 requirement Call Center Agent license 3 2 requirement Client license 3 2 requirement IP port license 3 2 requirement Server license 3 2 requirement Station license 3 2 requirement Trunk license 3 2 restricted numbers for outbound calls setting 8 26 right click menus using 2 6 ringbacks setting default access codes for 8 9 rings setting number of 4 3 Robbed Bit T1 adding a digital 5 13 signaling configuring 5 13 template for 5 15 rol
46. 4 routing calls directly to 9 18 routing trunks directly to 9 2 setting options 6 6 Users view 2 4 users Gateway 13 17 users multiple 6 13 Using Strata CS 1 10 V view bar 2 5 view Auto Attendants 2 4 view Call Log 2 4 view Device Monitor 2 4 view Dialing services 2 4 view IP Gateways 2 5 view IVR Plug ins 2 5 view Maintenance Log 11 20 view Queues 2 4 view System prompts 2 4 view Trunks 2 4 view Users 2 4 view Workgroups 2 4 viewing Windows Event Log 11 14 views buttons 2 4 customizing columns in 2 9 deleting 2 9 description of 2 4 Maintenance Log 11 20 reference table 2 4 using commands in 2 6 working with 2 6 visual message waiting indicator 6 44 voice files allocating space for 4 11 converting 12 3 12 4 importing and exporting 2 11 moving 4 11 supported formats 2 10 working with 2 10 voice mail with call forwarding 6 27 voice messages playing from computer speakers 2 11 urgent 6 18 INDEX 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL voice title recording for a user 6 41 VOX files 2 10 converting 12 3 12 4 W waiting indicator visual message 6 44 waiting light message 6 44 WAV files 2 10 Windows Event Log viewing 11 14 wink duration 5 14 workgroups adding members 7 4 assigning a DID number 7 5 assigning an extension 7 4 benefits of 7 2 creating 7 3 entering general information 7 3 listing in dial by name directory
47. ANI DID digits eee 5 6 Using DID with Robbed Bit T1 5 7 Using DID with analog lines e 5 7 Setting up fax routing eene 5 7 Customizing fax routing 5 8 The Tr nks VIEW airen rtr ere aene RED ERES 5 8 About digital and Internet 5 9 Adding an analog tr nk teet ette tre etes 5 10 Setting up digit collection on an analog trunk 5 11 Adding a digital Robbed Bit T1 span 5 13 Configuring signaling using the Robbed Bit T1 Experimenter 5 13 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding the Robbed Bit T1 span in the Trunks view 5 13 Using a signaling 5 15 Entering trunk defaults for a 5 16 Adding a digital ISDN or CAS 5 17 Adding a digital ISDN BRI span 5 18 Optimizing your ISDN 5 5 19 Enabling ISDN Megacom 5 20 Adding an Int
48. Because a problem report package can be large after you send it to your technical support representative delete it from your system to regain disk space To e mail a problem report package 1 Right click the package icon on your desktop or the CAB filename if you saved the problem report package to a different location Choose Send To Mail Recipient Your e mail program opens Address the message and send it Using the Problem Report Wizard Use the Problem Report Wizard according to the following guidelines ForStrata CS Server problems run the Wizard on the Strata CS Server See Reporting Strata CS Server problems on page 11 23 Examples of Server problems include The Strata CS Server stops unexpectedly Caller ID is not sent correctly There is no dial tone Acall handling problem that does not involve the Client or the Administrator Call Monitor is present For example Strata CS does not answer incoming calls calls are being disconnected or calls are handled improperly calls cannot be transferred held and so forth a For problems with any of the workstation applications Client Administrator or TAPI Service Provider run the Wizard on the computer that is experiencing the problem See Reporting workstation application problems on page 11 24 Examples of workstation application problems include Workstation application behaves unexpectedly n User cannot connect to the network
49. CONTENTS About call routing Using auto attendants Setting up an auto attendant Routing calls directly Routing calls to workgroups BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About call routing This chapter provides an overview of call routing options in Strata CS and directs you to the chapters in this manual that explain in detail how to use them With Strata CS you can route incoming calls in the following ways you can use one of these options or several of them in combination n Route calls to an auto attendant Incoming calls go to an auto attendant at which callers enter an extension number Auto attendants can also provide a dial by name directory for callers who do not know a user s extension Route a trunk directly to a user All incoming calls on a specific trunk go to a specified user s phone With this option you can send calls to a live operator who then transfers them to users You can also give a user a dedicated private line Ring multiple users simultaneously Incoming calls simultaneously ring the phones of all users in a specific workgroup The first user in the workgroup who answers is connected to the caller Workgroups can contain an unlimited number of users Route calls to an automatic call distribution ACD workgroup Incoming calls are automatically p
50. Call Log 11 11 Phone Number service dialing exceptions 8 25 system prompt files 12 3 12 4 voice files 2 11 extension and station ID 6 12 assigning to a workgroup 7 4 assigning to users 6 10 7 4 Extension dialing service Internet to Centrex PBX 13 13 F fax machine routing calls to 9 2 fax routing 5 7 fax server integrating 14 4 file format converting audio recordings to new 2 10 file formats for voice files 2 10 files moving voice files 4 11 VOX 2 10 WAV 2 10 folders working with 2 9 follow me call forwarding 6 27 format converting audio recordings to new file 2 10 format MDMF display phone 6 43 forwarding follow me call 6 27 G Gateway users 13 17 Gateways view IP 2 5 greeting recording for a user 6 41 greetings creating 2 10 group hunt 5 4 terminated hunt 5 4 group conversation lines blocking 6 34 H help where to find 1 10 hold audio 4 4 hours business defining 4 5 hunt group 5 4 terminated 5 4 icons clicking for views 2 6 creating new items with 2 8 importing Phone Number service dialing exceptions 8 25 voice files 2 11 inbound only configuring 5 4 INDEX 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL indicator visual message waiting 6 44 integrating third party devices 14 4 internal calls logging 4 8 Internet Address dialing service adding 8 14 Internet calls enabling 8 5 Internet span add
51. City Area code Number Dial as 17 235 For example dialing 1 617 235 1234 will call 1 617 235 1234 coed 5 Click Apply to save the dialing exception You can define several dialing exceptions for a city or area code to cover different exchanges Continue to enter exchanges for which dialing exceptions are needed When you are done click OK The Dialing Exceptions tab displays the default dialing rule and the dialing exceptions you defined General Trunks Location Settings Dialing Exceptions Permissions City AreaCode Number Diss default BRK 235 1 617 235 Import Esport Add Edit Delete You can continue to add default dialing rules for other city or area codes or add additional dialing exceptions Enter only those city or area codes for which local calling applies If a city or area code is not in the list all calls to it are dialed as long distance calls 8 24 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Exporting and importing dialing exceptions You use these functions to copy dialing exceptions from one Strata CS Server to another or from one Phone Number service to another on the same Strata CS Server so you do not have to retype them on each system Dialing exceptions are exported into a comma separated value CSV file To export dialing exceptions 1 Inthe Phone Number Service dialog box click the Dialing Excepti
52. Codec dialog box see Adding an Internet span on page 5 21 4 Click the up or down arrows to promote or demote a specific codec within the list 5 Click OK on any tab to save the dialing service Dialing Exceptions tab The Dialing Exceptions tab is used only for Phone Number dialing services see Adding a Phone Number dialing service on page 8 10 If Dial local numbers without area code on the Location Settings tab is checked see Location Settings tab on page 8 20 Strata CS dials all calls as long distance calls except calls in your area code Within your area code all calls are dialed as local calls You can change this default behavior or add other dialing rules to cover exceptions for certain exchanges 8 22 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Note If you did not check Dial local numbers without area code you usually do not need to specify dialing exceptions 1 Click the Dialing Exceptions tab This tab displays dialing exceptions created so far If these settings are incorrect calls dialed automatically to local exchanges will be dialed as long distance calls General Trunks Location Settings Di City Area Code Import Esport Add Edit Delete 2 Click Add to create a new dialing exception or Edit to modify an existing one The Dialing Exception dialog box opens Please specify a dialing exception where Strata CS will tr
53. Defaults This method updates all ISDN parameters based on their optimum value as determined by the DMU To undo the update click Restore Defaults to reset the Tuning tab to its initial values You can also change each parameter individually Click Help for a description of each parameter and its possible values Enabling ISDN Megacom support If you are using ISDN Megacom service you must change the Strata CS Server computer s registry in order to make outbound international calls Without this change international calls will fail because Strata CS does not provide the parameter indicating national or international calls that ISDN Megacom service requires For instructions on changing the registry for ISDN Megacom calls see ISDN Megacom service settings on page A 24 5 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding an Internet span 1 Choose Trunks New Trunk Internet Span A new Internet Span dialog box opens Undefined Internet Span Default Auto Attendant x 8000 2 On the General tab specify the following information for the span n IP Board number The sequence number of this Dialogic DM3 IPLink board as installed in your Strata CS Server computer the sequence number of the first DM3 board is 1 not 0 n IP Address The IP address of the IP Link board if it has its own built in Network Interface Card NIC otherwise the IP address of the Str
54. E1 board with the CAS protocol and your country s E1 CAS protocols are different from the standard format see Manually entering E1 CAS protocols in Strata CS Installation amp Maintenance Manual Starting trunk number The starting trunk number of the span The numbers of the trunks that belong to this span are displayed If your system also has analog trunks the analog trunks must have the lower CHAPTER 5 MANAGING TRUNKS AND SPANS 5 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL trunk numbers so if you have not added them yet leave room for them in your numbering of the span 3 Onthe Tuning tab optimize your ISDN settings as needed See Optimizing your ISDN settings on page 5 19 4 Onthe Trunks tab set the default values for the 24 trunks that will be created in this span You can then change these values for each trunk individually See Entering trunk defaults for a span on page 5 16 5 Click OK to add the span to your configuration Note ANI DNIS is automatically retrieved by Strata CS for these types of digital trunks Adding a digital ISDN BRI span Use the following procedure to add a new ISDN Basic Rate Interface BRI span To add Primary Rate Interface PRI spans see Adding a digital ISDN or CAS span on page 5 17 1 Choose Trunks New Trunk ISDN BRI Span A new ISDN BRI Span dialog box opens 2 Onthe General tab specify the following information for the span Undefined
55. Edit Search Help Gould case 88 sAvellanos case 55 Decoud case 88 Account codes can contain only the numbers 0 through 9 and the two wild card characters see the next section Note Account codes in the text file must meet your account code length requirements For example if your account codes must be between 2 and 4 digits a 5 digit account code will be rejected even if it appears in the text file See Setting general account code options on page 10 3 for instructions on setting account code length requirements Using wild card characters You can use two wild card characters when you enter valid account codes in the text file Question mark Indicates any single digit For example an account code entry of 12 would make 123 124 and 129 all valid account codes In this case however neither 12 nor 1233 would be valid account codes n Percent sign Indicates any number of digits including none For example an account code entry of 12 would make 12 123 1233 and 12789213120 all valid account codes Wild card characters if they are used must be the final characters in an account code You can use both wild card characters in the same account code but if you do so the character must be the final character Valid Invalid 12 192 12 1962 1296 12 10 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Valid Invalid 122 12 12
56. Exchange Exchange server name Synchronization interval minutes fi r Password options Minimum password length fo Setting dial by name directory options Specify the method by which callers can search the dial by name directory n Last name Caller enters Smith This is the default First name Caller enters John n Lastname or First name Caller enters Smith or John In Present names using select one of the following methods for presenting users names to callers n Extension number Callers hear an extension number after each name as in For John Smith press 175 This is the default Numbered list Callers hear a sequence number after each name as in For John Smith press 1 By default Strata CS connects a caller immediately to the user that was chosen in a menu of multiple names Similarly when the system finds one match only the call is immediately transferred to the user CHAPTER 4 DEFINING SYSTEM SETTINGS 4 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Select Present a confirmation menu before transferring if you want callers to confirm their choices before they are transferred to the extension that matched the names they entered For example a caller would hear For Cecilia St John press 1 To try again press Presenting a confirmation menu before voice mail Check Present a confirmation menu before voice mail so that callers hear the message
57. G 12 inter active voice response IVR p G 15 IP telephony p G 16 PC PBX p G 19 Conference Call A call that involves three or more callers Connection A continuity of circuit that enables two or more parties or devices to communicate via a phone line Contact A record that contains a person s name address and or phone number See also global contact p G 13 personal contact p G 19 Contact Manager Also called personal information manager PIM PIM A software application that stores names addresses phone numbers schedules and other personal information for contacts Popular contact management software includes Strata CS Client Act Goldmine and Outlook See also contact p G 8 GLoss 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Contact Manager Assistant Strata CS program that automatically displays screen pops with contact information when a contact from another contact manager calls Requires the Strata CS TAPI Service Provider See Also contact manager p G 8 TAPI Service Provider p G 24 Contact Voice Title An audio recording of a Strata CS contact s name When call screening is enabled this recording announces incoming calls from the contact Default Phone Number For a contact that has many phone numbers the phone number most frequently dialed to reach the contact With speed dial the default number is dialed automatically See also speed dial
58. G 4 ACD workgroup USer Special type of user for use in creating an ACD workgroup See also ACD workgroup p G 1 ACD agent p G 1 Active State in which a Strata CS greeting or routing list is used to handle incoming calls by default Only one greeting and one routing list can be active at a time the rest are in storage and are not used by incoming calls unless specified in a call rule See Also Active greeting p G 1 Active routing list p G 1 Active greeting The greeting that callers hear when they reach voice mail Specified callers can hear another greeting if you apply a call rule See also greeting p G 14 call rule p G 19 Active routing list The routing list that incoming calls to an extension follow Specified callers can follow another routing list if you apply a call rule BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL See also routing list p G 22 call rule p G 6 Active Settings Collection of Strata CS settings that together determine how incoming calls are handled Active Settings include the active routing list active greeting Where I Am location and ringer status Active settings change with personal status and can also be changed directly Changing active settings directly overrides personal status See Also personal status p G 19 Where I Am p G 27 greeting p G 14 routing list p G 22 ActiveX Microsoft s specification for language independent modules that can be imbedded in
59. Here are some frequently referenced settings that you can customize n n n Set minimum password length see page 4 20 Use hold audio see page 4 4 Specify the number of rings before Strata CS answers a call see page 4 3 Select the default language for system prompts see page 4 4 Set special access codes see page 4 12 Configure Microsoft Exchange synchronization see page 4 19 Set up business hours and holidays see page 4 5 Set up 911 and E 911 dialing see page 4 14 Set dial by name directory options see page 4 17 4 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Changing Windows NT 2000 registry settings Some Strata CS settings are maintained in the Windows NT 2000 registry These are low level settings that are rarely changed or settings that cannot be changed from the Administrator For a complete description of these settings see Appendix A Strata CS Configuration Settings Rerecording voice prompts For information about how to rerecord the Strata CS system prompts or translate them into another language see Chapter 12 System Prompts The General tab Choose Tools System Settings and then click the General tab to set general Server options System Settings Licenses Call Log Storage Dialing Emergency Other Server configuration Number of rings before answering a call Use hold audio from station number
60. INI EN10 TVLEN10 INI ES00 TVLES00 INI VapFile STRING value specifying the system voice file for this locale code Defaults are ENOO TVLENO0 VAP EN10 TVLEN10 VAP ES00 TVLES00 VAP APPENDIX A STRATA CS CONFIGURATION SETTINGS A 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Defining custom tones Custom tones can be defined for incoming fax detection and disconnect detection You can define one incoming fax tone and up to ten different disconnect tones under the following Windows NT registry keys HKLM SOFTWARE Toshiba Strata CS Server ToneDefinitions IncomingFaxTone HKLM SOFTWARE Toshiba Strata CS Server ToneDefinitions DisconnectTone lt n gt where n is a digit from 1 through 9 for example DisconnectTonel DisconnectTone2 and so forth After you enter custom tones you must restart the Strata CS Server At startup Strata CS will read the definitions for all custom tones and define them to the Dialogic drivers Each custom tone is defined by the DWORD keys shown in the next table Custom Tone Keys Key Description freql First frequency in Hz for the tone freqidev Allowable deviation for the first frequency in Hz freq2 Second frequency in Hz for the tone freq2dev Allowable deviation for the second frequency in Hz cadence 1 cadenced tone 0 noncadenced tone minrep Number of repetitions for the cadence that is the number of times that the on o
61. IP Gateway Configuration Worksheet Name New York Chicago Contact Tom Rand 123 456 7890 Amy Lum 098 765 4321 Internet Span Address 10 45 67 89 10 65 43 21 Extensions begin with 1 2 Auto attendants begin with f 81 82 On Server 1 Name Chicago Local Server 1 extension 111 Local Server 1 password 1212 On Server 2 Name New York Local Server 2 extension 222 N A Local Server 2 password 2121 From Server 1 N A Svr 1 access code 71 Uses IP Gateway Chicago From Server 2 Svr 2 access code 71 Uses IP Gateway New York NA Access Access From Server Cade To Server Gaus IP Gateway Bell Atlantic SIP to Phone analog IP to Centrex Chicago Bell Atlantic OMP to Phone Centrex o IP to Centrex E o IP to Phone o IP to Centrex o IP to Phone o IP to Centrex IP Gateway Configuration Worksheet Name Contact Internet Span Address Extensions begin with Auto attendants begin with On Server 1 Name Local Server 1 extension Local Server 1 password On Server 2 Name Local Server 2 extension Local Server 2 password N A From Server 1 N A Svr 1 access code Uses IP Gateway From Server 2 Svr 2 access code Uses IP Gateway Access From Server Code o IP to Phone o IP to Centrex N A To Server IP Gateway o IP to Phone o IP to Centrex o IP to Phone o IP to Centrex o IP to
62. ISDN BRI Span ATT 5 55 BRI Turina NNNM 8 Jarwsse m D BRI board number The sequence number of the span 5 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Description A description of the span typically including the main phone number of the span Number of channels The number of trunks supplied by your Dialogic BRI board If you are using a BRI 80 SC board select 8 If you are using a BRI 160 SC board select 16 Protocol The protocol of your BRI span as given to you by your BRI supplier Starting trunk number The starting trunk number of the span The numbers of the trunks belonging to this span are displayed If your system also has analog trunks the analog trunks must have the lower trunk numbers so if you have not added them yet leave room for them in your numbering of the span Server Protocol Identifier Number SPID A unique number assigned to each trunk in the BRI span Enter the SPID numbers supplied to you by your BRI supplier SPID numbers are required for North American BRI installations only If your BRI board is the Dialogic BRI 2VFD you do not need to enter SPID numbers On the Tuning tab optimize your ISDN settings as needed See the next section Optimizing your ISDN settings On the Trunks tab set the default values for the 24 trunks that will be created in this span You can then change the
63. IVR Plug in that answers all inbound voice calls on this trunk In Faxes are sent to Select the auto attendant user or IVR Plug in that answers all inbound fax calls on this trunk See Setting up fax routing on page 5 7 for more information 3 Check Allow outbound calls if the trunk is used for outbound calls Registered for least cost routing is not available in this version After you add the span the Trunks tab is disabled To modify the settings for an individual trunk after the span has been added edit the trunk in the Trunks view 5 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding a digital ISDN or CAS span Use the following procedure to add an ISDN T1 ISDN or CAS trunk To add ISDN Basic Rate Interface BRI trunks see Adding a digital ISDN BRI span on page 5 18 1 Choose Trunks New Trunk ISDN CAS T1 E1 Span A new ISDN CAS T1 E1 Span dialog box opens Undefined ISDN CAS T1 E1 Span 2 Onthe General tab specify the following information for the span Board number The sequence number of the span Description A description of the span typically including the main phone number of the span Protocol type Select whether the trunk is an ISDN 1 type The actual protocol used is determined when the Dialogic drivers are installed as described in Strata CS Installation amp Maintenance Manual Note If you are using an
64. Saturdays Sundays and holidays After business hours on work days In this example notifications are not sent Monday through Friday 5 01 pm to 8 59 am On nonwork days In this example notifications are not sent on Saturdays and Sundays On holidays In this example notifications are not sent on holidays During custom hours Notifications are sent during specific days and hours independent of the business and holiday hours already defined See Setting up custom time rules below 4 Besureto check Enable this schedule action and then click OK Now the schedule includes the time rule you just created and you are returned to the Schedule E mail Notifications or Schedule Pager Notifications CHAPTER 6 MANAGING USERS AND STATIONS 6 21 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL dialog box Add more time rules as needed and then click OK when you are finished Setting up custom time rules You can define a custom time rule that is not related to your office s business hours and holidays and use it to schedule notifications auto attendant actions described in Chapter 9 and routing rules described in Chapter 8 Custom time rules use custom hours which are specific to the user auto attendant or routing rule for which you create them That is the custom hours you set up for a user do not apply automatically to other users Custom hours for a user can also be set up in the Strata CS Client When sett
65. Server has been shut down see page 11 14 and that no copies of the Strata CS Client or Administrator are running 2 Choose Windows NT 2000 Services in Control Panel to stop and restart the MSSQL service doing this ensures that no one is connected to the database Server 3 the most recent version of the Tvdb dmp file from your backup device to C Missql V Toshiba Backups If the file already exists overwrite it Start the Administrator and then choose Tools Restore Database Click Yes to confirm that you want to restore the database This procedure restores the database but does not restore the actual system prompts and voice mail messages see the next procedure To restore voice files from an offline backup 1 Delete all the files in the V iles directory The default location for this directory is c Program Files VMStrata CS Server NVfiles CHAPTER 11 MONITORING amp BACKING UP 11 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 2 Copy the latest version of the files from your backup device to the Vfiles directory Be sure to include the Vfiles Temprecs directory and its files Shutting down the Strata CS Server Choose Tools Shutdown Server Select one of the following options and then click OK Immediately shut down and terminate all calls Shuts down the Server when you click OK terminating any calls currently in progress Prevent new calls in minutes then shutdown when exi
66. Spanish language prompts 4 4 spans digital 5 9 SQL Server database allocating space 4 10 station ID and user s extension 6 12 assigning to a user 6 11 Station license requirement 3 2 stations monitoring activity 11 3 restarting with Device Monitor 11 6 sending DID digits to 14 4 stop rules defining in routing services 8 37 Strata CS 2 1 Upgrading from 1 7 support technical 1 10 1 11 system prompts changing encoding format of files 12 3 12 4 customizing 12 2 editing 12 3 exporting text for CSV files 12 3 12 4 importing and exporting audio files for 12 3 12 4 playing 12 3 recording 12 8 testing 12 10 translating 12 5 System prompts view 2 4 system prompts playing 12 3 system prompts translating 12 5 system settings access codes for dial by name directory 4 12 allocating disk space 4 9 archiving the Call Log 4 9 business hours 4 6 changing Windows NT 2000 registry settings 4 3 confirmation menu before voice mail 4 18 database space 4 9 dial by name directory 4 17 dialing timeouts 4 12 e mail synchronization Microsoft Exchange Server 4 18 emergency calls 4 14 generating tones using software 4 4 hold audio 4 3 language for prompts 4 3 logging internal calls 4 8 number of rings before answering analog only 4 3 Server configuration 4 3 viewing database and disk usage 4 10 Windows Event Log Notifications 4 3 T T1 alarms 11 19 technical support 1 10 1 11 tele
67. Strata CS Server enter the DID number of the party The party can be a user auto attendant or IVR Plug in If you leave this field blank the call will go to the party specified in the Internet span by default the auto attendant APPENDIX D USING QUICKNET AND E TEL WITH STRATA CS D 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 6 Click OK toreturn to the Telephone Gateways wizard screen Your new Gateway appears in the list Internet SwitchBoard Switchboard Wizard x Telephone Gateways This is your Main Switchboard Y ou can change the number to be dialed by typing in new number You can also create rename and delete connections There is 1 connection which cannot be dialed ICQ User Number Dial ICQ Number Internet Address Dial Internet Address E3 8 X SpeedDials SpeedDial Folder 5 Boston Office H 323 Gateway aa X Net2Phone Net2Phone Gateway deltathree com deltathree com Gateway Brefered PF F Het line HT sea T Click Next to continue 8 Click Next on the SpeedDials wizard screen 9 Click Finish When you pick up the phone attached to your Quicknet card dial the number for your Gateway and press you are now connected to the Strata CS Internet span Depending on how the span is set up to route the call or if you specified a DID number you can be connected to the auto attendant a user or an IVR Plug in Using a Preferred address to dial extensions directly
68. Strata CS now includes several standard Windows performance counters that can show you the number of calls in use total calls handled and more Custom folders and folder list You can organize your contacts messages and greetings in different folders Display the folder list to quickly jump between any folder or view Share Contacts Share any contacts folder to other users just like you can share any messages folder or your Call Monitor Custom data easier to use Custom data items are now centrally defined in the Administrator so that it is easy to see a list of all custom variables that can be associated with calls Miscellaneous new features Voice messages include a list of all recipients allowing you to reply to all of them at once a 5 Digit extensions are now supported Extensions and station IDs are automatically suggested when you create new users AllCall Log entries are displayed at once in the Client instead of a page at a time What s automatically upgraded The following items are upgraded automatically when you upgrade to Strata CS 4 0 Contact groups become workgroups Permissions Routing lists and greetings People rules become call rules Personal status Phone settings Folders Custom data 1 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Before you begin Before you begin to upgrade Strata CS or configure it for the f
69. The Strata CS SDK lets you extend Strata CS functionality The IVR Plug in API lets you integrate IVR and call control applications that pass caller input or database information to Strata CS users place outbound calls process initial command line arguments defined in the Administrator and for security purposes determine if the caller is a Strata CS logged in user Use the Client API for applications that require a subset of the functions available in the Client for example monitoring the status of stations and trunks Multi lingual system prompts let both users and callers select the language of their choice for Strata CS s verbal commands Support for CLASS feature phones with caller ID displays caller ID on Call Waiting and message waiting lights What s New in Strata CS 4 0 New features in Toshiba Strata CS 4 0 include the following n Completely Rewritten Client Application The Strata CS Client has been rewritten using a collection of COM objects that make it more modular internationalized and flexible Third party developers can use these COM objects to build custom applications that can harness all of the Client s data and call information Third party applications will be able to do anything the Client does Monitor Calls from Multiple Users and Queues You can click the appropriate tab in the Call Monitor and see any calls that ring your phone calls in ACD workgroups or call center queues You can also share your
70. Trunk trunk on which a user can make outbound calls See also inbound trunk p G 14 outbound call p G 19 Overflow agents Backup call center agents that receive calls only if all primary agents are unavailable Overflow skill Special skill used to distinguish overflow agents from primary agents in a call center Pager Notification The process that pages users whenever they receive new or urgent voice messages Parking a Call Also called call park A feature similar to putting a call on hold When a call is parked the system returns the number on which the call is parked After a call is parked the call can be picked up from any phone by dialing the feature code followed by the number Party Line Telephone line shared by several subscribers PC PBX Also called unPBX A PBX that runs on a PC See also private branch exchange PBX p G 20 Permissions Series of settings applied to users that control their access to individual Strata CS features Agents in a call center queue also have permissions that control their access to call center features See Also call center p G 4 roles p G 22 Personal Contact A contact that appears only in a Strata CS user s own Client and no one else s See also global contact p G 13 Personal Information Number Also called contact PIN PIN A number that a Strata CS user can assign to a contact The PIN can uniquely identify a contact s calls When the contact dials the u
71. Unchecking this box disables Quicknet s feature so your entries can be sent to Strata CS Click OK to return to the Properties dialog box Click OK to close the Properties dialog box You can now press while in a call from either the telephone keypad or your PC s keyboard and send a Flash command to Strata CS For complete information on call handling using Strata CS s telephone commands see Chapter 4 of Strata CS Client User Guide Important note about Quicknet Hot Lines It is recommended that you do not set up a Quicknet Gateway to Strata CS as a Hot Line This Quicknet feature allows you to automatically send digits as soon as you pick up the receiver of the Quicknet phone such as the digits necessary to log in to Strata CS If the digits you dial are entered too quickly the call will fail Calling a Quicknet card from Strata CS To call a phone attached to a Quicknet card from Strata CS do the following 1 From the Strata CS Client choose File New Call 2 Choose the Number tab in the Place Call To dialog box 3 From the Call using drop down list choose an Internet dialing service Your system must have an Internet dialing service available for you to call a Quicknet card In the Address field enter the IP address of the Quicknet card Click OK to place the call If a user s calls are forwarded to a Quicknet phone you can dial the user s extension and your call will automatically be forwarded to the Qui
72. a Strata CS system in the following ways n In band signaling applications Software designed to interact with PBX or Centrex systems can be configured to work with Strata CS providing custom IVR or call handling functions fax back touch tone data retrieval and so on TAPI applications TAPI compatible phone dialers and contact managers such as Act Goldmine and Outlook can be integrated into Strata CS through the Strata CS TAPI Service Provider Third party telephony devices Devices such as fax servers and voice mail systems can be integrated into the Strata CS Server Custom software If you have a requirement that cannot be met by one of the many off the shelf applications available from third party vendors programmers can use the Strata CS Software Development Kit SDK to integrate custom built software with your Strata CS system The next section of this chapter discusses extending Strata CS with off the shelf applications The rest of the chapter will give you an overview of what programmers can accomplish using the Strata CS SDK This chapter includes the following topics n Extending Strata CS with off the shelf applications page 14 3 Discusses how in band signaling and TAPI applications can be integrated into the Strata CS Server Extending Strata CS with third party devices page 14 4 Discusses how to integrate third party telephony devices The Strata CS SDK page 14 8 Gives an overview of the SDK
73. access devices such as phones modems and fax machines See also Messaging Application Programming Interface MAPI p G 17 Telephony Application Programming Interface TAPI p G 25 Archive A copy of information or data that is placed into long term storage Audiotex Generic term for a subset of interactive voice response equipment and services Audiotex typically presents telephony based voice menus that offer selection options For example Press 1 to hear directions or 2 for our latest specials Auto attendant Strata CS item that automatically answers calls to a phone number enables callers to dial extensions and offers callers other options that you define for example For Sales press 1 For Support press 2 Automatic Call Distribution ACD Also called call distribution See ACD workgroup p G 1 call center p G 4 Automatic Number Identification ANI Also called ANI The identification of the originating phone number of an incoming call For example if a person calls an 800 number from 617 555 1212 the device that answers the call can retrieve the ANI digits 617 555 1212 and use that information to identify the caller See also caller ID p G 6 Backup A copy of information for redundancy so that the information can be restored if it is lost damaged or needed for other reasons GLoss 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Blind Transfer A type of call transfer in which a user tr
74. account code modes Account code modes determine when a user is to be prompted to enter an account code For more information see Setting a user s account code modes on page 10 4 If you select the Secondary Directory Number feature the Secondary Directory Number dialog box opens In the Extension field you can select a secondary number from the drop down list If you check Ring this phone when the extension is called you can set your phone to either ring immediately or specify the number of seconds to wait before ringing Secondary Directory Number Extension Bing this phone when the extension is called Ring immediately x C Ringater 20 seconds Cancel Help If you select the Speed Dial feature the Speed Dial window opens To speed dial an extension click Extension and select an extension from the drop down list To speed dial an outside number click Phone number select the number used to get an outside line in the Call using field and then enter the phone number that you want to dial in the Number field Speed Dial Extension Operator 0 Phone number Call using s Phone number Number 540600 Lg Cancel Help CHAPTER 6 MANAGING USERS AND STATIONS 6 35 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The last feature in the list under Button settings is Cnf Trn Conference Transfer You can use this feature to set the Strata pho
75. allocated to calls Voice Resources Total number of voice resources available to Strata CS Voice Resource in use Number of voice resources currently being used 96 voice resources in use Percentage of voice resources currently being used Viewing performance counters in Windows NT 2000 The performance monitoring utility that comes with Windows NT 2000 is the application most commonly used to view performance counter information You can add Strata CS counters to a performance monitor s display just as you can with the pre installed Windows counters Note This appendix does not describe the performance monitoring utility in depth See the utility s Help if you need more detailed information In Windows NT the utility is a stand alone program called the Performance Monitor To start Performance Monitor choose Start gt Administrative Tools gt Performance Monitor E 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL In Windows 2000 the utility is part of the Microsoft Management Console and is called the System Monitor To start the Management Console choose Start gt Administrative Tools Performance The following examples use the System Monitor from Windows 2000 To add the Strata CS counters to the System Monitor display right click on the display and choose Add Counters from the shortcut menu In the Add Counters dialog box choose one of the Strata CS groups from the Perfo
76. allowed between going off hook and Wait for first digit 20000 Secs the MRS WA cause lookup Waa D 30000 Secs allowed between digits after the first Terminating digit Optional ined terminates dialing when es 2000 e tel corporation All rights reserved 16 In Terminating Digit delete the character By default FreeRide phones use f as an optional user input to signal the end of a dial string and commence dialing In order for you to press to log into your Strata CS account as you would do from a normal station you must delete the use of as FreeRide s Terminating Digit 17 Click Done Transferring and handling calls with a FreeRide phone When you are connected to Strata CS either on a call you placed or on a call you received from another Strata CS user you can use Strata CS s Telephone Commands to transfer conference or otherwise manipulate the call just as you would from a normal Strata CS station The exception is that replaces Flash For example to transfer a call you would normally press Flash 1 From a remote FreeRide phone press 1 D 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL E tel contact information For more information about FreeRide phones and other e tel products you can contact e tel in the following ways E tel corporation 207 Quaker Lane Suite 200 West Warwick RI 02893 Phone
77. amp Backing Up 2 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL View Description See Manage Strata CS IVR Plug ins the interactive voice response Chapter 14 ERI IVR Plug Ins applications that share the Dialogic Extending Strata CS hardware with the Strata CS Server Create modify and delete IP Gateways by which you can Chapter 13 qe IP Gateways Xchange calls with remote Strata CS Configuring Internet Servers over the Internet or an IP Telephony Support network Maintenance Tracks specific actions and presents Chapter 11 Log details about each action Monitoring amp Backing Up Working in views To open a view click its button in the vertical view bar on the left side of the Administrator window To change the location of a button on the view bar drag and drop it File Edit View Tools Users Help Genel Name Extension DID Station Type Title DND ACD Mail Usage ne 106 6 ACD 5 100 3 Local 2 0 Administrators Role e Cecilia St John 227 47 Loca 1 5 e Cynthia Caylor 101 2 Local 124 7 Workgroups Dick Yannopoulos 126 26 Loca 1 5 Dingo Frye 222 0 Loca 1 5 Doc group Role e Frank Smith 125 25 Local 2 1 Turks John Sargent 107 7 Loca 1 4 Joshua Fields 172 5 Local 2 2 Kenneth Deimoch 666 8 Local 0 2 Ho MP Kevin Flaherty 102 10 L
78. an application and accessed as if they were part of the application See also ActiveX control p G 2 ActiveX Control Also called control The Windows based software components that can be embedded in applications to add new functionality Hundreds of controls are available to perform data access imaging host connectivity multimedia and so forth Administrator Also called Strata CS administrator system administrator The person who is primarily responsible for or in charge of the Strata CS system The Strata CS administrator can set up users trunks auto attendants and modify all other system settings See also Administrator Strata CS program p G 2 Administrator Strata CS program Also called Strata CS Administra tor The Windows based software application that is used to configure monitor and manage the Strata CS system See also administrator p G 2 Administrator User Any Strata CS user who has administrator permissions which allow the user to log on to the Strata CS Administrator Also indicates the Admin user that ships by default with Strata CS See also Administrator Strata CS program p G 2 Operator user p G 18 After Hours greeting An audio greeting that a caller hears after business hours usually accompanied by an invitation to leave a voice mail message See also active greeting p G 1 grab and hold greeting p G 13 greeting p G 14 Agent User who answers calls to a call cen
79. and Canada the long distance prefix is typically O International prefix Prefix required to dial an international number from the Server location In the U S enter 011 Outside of the U S the international prefix is typically 00 Area code City or area code for local phone numbers Diallocal numbers without area code If checked Strata CS strips the area code from local numbers before dialing In most areas this field should be checked unless the service allocates trunks that only support long distance numbers or always expect numbers to include area codes Include long distance prefix in area code If checked Strata CS assumes that the long distance prefix is always included with the area code as in the U K for example 0181 This field is only available for a Phone Number service and is disabled in the U S Codecs tab When you add a dialing service of the type Internet Address see page 8 14 Internet to Phone Number see page 8 15 or Internet to Centrex PBX Extension see page 8 17 you can default to the codecs specified for the Internet span or override the default and specify one or more codecs for this service For a complete discussion of codecs including which ones to choose see Modifying Strata CS IP codecs on page 5 22 You can create different IP services optimized for specific uses for example one IP service with codecs optimized for Net Meeting and another with codecs optimized for S
80. call forwarding p G 5 conference call p G 8 private branch exchange PBX p G 20 transfer p G 25 GLoss 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Channel Associated Signaling CAS Also called CAS A type of robbed bit signaling usually used on E1 lines See also E 1 p G 11 robbed bit signaling p G 22 Channel Service Unit CSU Also called CSU A device located on the customer s premises that allows hardware such as Dialogic digital network cards to connect to digital lines installed by a digital line provider such as a T1 lines See also digital line p G 10 digital service unit DSU p G 10 T 1 p G 24 Circuit A physical connection of computer telephony and network equipment over which a telephonic conversation takes place CLASS Telephone An analog telephone that supports Bell Communications Resource Bellcore Custom Local Area Signaling Services CLASS features such as caller ID caller ID on call waiting and message waiting For a list of phones that have these features see Strata CS Installation amp Maintenance Manual Client A computer that requests information from a Server computer over a network The client runs an application that requests the information from the Server and then displays it in a usable format See also client Server p G 7 Server p G 22 Client Strata CS Program Also called Strata CS Client program A Strata
81. callers or that the line is included in an inbound hunt group 108 Warning Inbound gateway call failed to provide correct password Trunk Account This message indicates that an inbound gateway call failed to provide the correct password 109 Warning Warning Low Voice Resources Detected This message indicates that the trunk boards in your system had to use a voice resource normally reserved for another purpose for a requested operation This message is a less severe version of message 105 11 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL If this message occurs only occasionally when the system is under heavy load it can be ignored If the error occurs frequently however it may indicate you must purchase additional resources for your current load Contact your Strata CS provider 111 Warning Unable to start Strata CS Mail Server Voice Mail notifications via Email will be disabled On startup the Strata CS Server was unable to establish a link with your e mail post office Mail notification will be disabled until the problem is resolved Contact your Strata CS provider 112 Informational Started Strata CS Mail Server This message indicates the Strata CS Mail Server started successfully when the Server started This is an informational message 113 Warning No loop current detected on outbound trunk n This message indicates the Strata CS Server was unable to use
82. calls when logged in via a trunk Use roles Disallow Place external calls from a station Use roles Allow Delete Call Log entries Use roles Disallow Export of contacts Use roles Allow Forward or route calls to external numbers Use roles Allow Log on to the Web client Use roles Allow nn En the Windows client M se roles Allows zi m Roles this user belongs to Permissions are granted to users in the following categories Standard Folder Visibility Administration Folder Access When you add a user in Strata CS the user inherits the permissions of the roles to which that user is assigned For example in the previous figure the user has inherited permissions from the Users role You can change a user s individual permissions however in the Permissions pane as follows Useroles value Permission for this item is determined by the user s role memberships described in the following section The actual value of the permission is displayed in parentheses Allow The listed feature for example exporting Contacts is available to the user Disallow The function is not available to the user CHAPTER 6 MANAGING USERS AND STATIONS 6 37 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL View and Edit The specified tab or folder such as the Phone settings tab or the Call Log folder can be viewed and edited by the user View only The user can view the folder or
83. check Prompt recipient to accept or decline call Strata CS then relies on user input to signal a connection and proceeds down the routing list unless someone explicitly accepts the forwarded call Call forwarding and voice mail If a forwarded call is not answered it is sent to the user s voice mail To completely transfer a user s calls to another user s phone so that the other user receives voice mail as well as the calls themselves do not use call forwarding Instead use the Client to create a routing list whose final action is Transfer to Extension and make it the user s active routing list See Strata CS Client User Guide Forwarding calls over Centrex PBX trunks If your Server uses Centrex trunks or if it is connected to an external PBX you can forward calls using the option Attempt Centrex PBX transfer which economizes Strata CS s trunk usage If this option is checked Strata CS attempts to route the user s incoming calls out to the forwarding number on the same trunk line using a Centrex or external PBX transfer thus saving two Strata CS trunks Strata CS makes the attempt only when the incoming call is on an analog Centrex PBX line it routes incoming calls on other trunk types to the forwarding number in the usual way using a second trunk Note Forwarding calls with this method avoids tying up extra trunks However when a call is routed out using a Centrex PBX transfer Strata CS loses control of it and cannot sen
84. down the shift key drag and a call onto another call and drop Integrated Call Monitor and Extensions panes The optional Extensions pane shows the system s extensions users and so forth along with the Call Monitor s calls The optional Calls pane lets you manage your calls in any Strata CS view such as the Voice Messages view See the View menu to turn the optional panes on or off Personal Status You can indicate to your co workers what you are doing by setting your personal status to Available In a Meeting Out of the Office Do Not Disturb and more You can see everyone s personal status in the extensions pane just like they can see your personal status You can create personal status settings that can change your forwarding number your active greeting your routing list or prevent your phone from ringing You can also create custom personal statuses such as On Sales Call or At Client Presentation Personal statuses can be selected from the Client or from the phone while you are on the road Personal statuses replace Do Not Disturb in previous versions Workgroups Workgroups are collections of extensions such as all the users in Sales and Marketing Workgroups appear as tabs in the extensions pane so that you can quickly find people in different departments To pick up a ringing phone within workgroups you are a member of pick up the phone and press 99 Users can create personal workgroups that help them quickly find people th
85. emergency access code for users to dial Using extended 911 service with Strata CS An extended 911 E 911 call includes the calling station s ANI information the Strata CS station ID This information helps the phone company s E 911 center identify the location of the person who made the emergency call for example the specific floor and office in a large building An E 911 call does not use a Strata CS trunk Typically a dedicated trunk connects the E 911 device directly to the emergency dispatching center All E 911 calls go through an E 911 device For information about obtaining installing and configuring an E 911 device see Strata CS Installation amp Maintenance Manual After the E 911 device is installed and configured you must enable E 911 and assign E 911 stations You assign one or more Strata CS stations for the exclusive purpose of handling E 911 calls An E 911 station is physically connected to a port on the E 911 device and can be any station that is not already assigned and that has a valid station license 4 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Note When you select stations to connect to the E 911 device do not use the first 4 stations on the BCP connection panels The Strata CS Watchdog mode uses these stations to maintain phone service during a power or Windows Server failure For more information about Watchdog mode see Strata CS Installation amp Maint
86. example to connect to a legacy PBX on the remote Server or dial a Centrex extension n Remote Server s internal dial tone The call is connected to the remote Server s internal dial tone as if the user was dialing from a Station on that Server This option lets users dial internal Strata CS extensions on the remote Server or log in to an account on that Server 3 Trunks tab Click the Trunks tab see Trunks tab on page 8 18 and choose the trunks that this dialing service will use to place calls 4 Codecs tab Click the Codecs tab see Codecs tab on page 8 21 and choose whether to default to or override the codecs specified for the Internet span used by the service 5 Click OK from any tab to add the dialing service Trunks tab The Trunks tab is used by all dialing service types except routing services see page 8 29 This tab specifies the trunks to which calls will be routed and the order in which those trunks will be allocated 8 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 1 Click the Trunks tab Location Settings Dialing Exceptions Permissions Use trunks in this order Bottom to Top x Use all phone number trunks General F C Use only selected trunks Available trunks 12 055 Selected trunks 22 059 3 Trunk 3 4 Trunk 4 OK 2 Identify the trunks allocated by the service Usetrunk
87. for the Strata CS dial by name directory and emergency services The path they must use to install Strata CS client applications such as the Strata CS Client and the TAPI Service Provider The default path is lt Servername gt NetSetup Setup exe CHAPTER 6 MANAGING USERS AND STATIONS 6 41 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Forusers who are automatic call distribution ACD agents the workgroup name to use when logging on and the password n The telephone key they must use at an auto attendant to log in from a remote phone if you have changed it from Whether they have permission to make external calls a From stations When logged in from an outside phone Incall forwarding or routing list situations Alist of any views or Options tabs in the Client that they cannot access Whether they can record calls in the Call Monitor Updating users mail greeting and disk usage totals The Users view displays the following for each user Percentage of space allocated for mail storage that has been used Percentage of space allocated for greetings and voice titles that has been used Total amount of allocated disk space in MB that has been used To avoid slowing the opening and scrolling of the Users view Strata CS does not dynamically recalculate the totals at any other time Instead this information is recalculated once a day at 1 00 a m You can recalculate the totals at any time by ch
88. if there is a Quicknet Gateway with access code 9 and 9 is the access code you dial to get an outside line in Strata CS you must change the Quicknet Gateway s access code to a number other than 9 Look in the Telephone Gateways list under the Number column If there is a conflict right click the Gateway and select Properties Change the access code the field will be called either Number or Extension depending on the type of Gateway and then click OK Transferring and handling calls with a Quicknet phone You must make a configuration change to Quicknet in order to transfer and handle calls using Strata CS s telephone commands After the configuration change is made you can transfer and handle Strata CS calls just as you would from a normal phone The configuration change involves the Flash command When using Strata CS from a remote phone IP or otherwise you must press instead of Flash In order to use from Quicknet you must first do the following 1 From the Internet Switchboard menu choose Show Advanced Features if the advanced features are not already showing 2 From the Internet Switchboard menu choose Properties The Internet Switchboard Properties dialog box opens 3 Click the Calling tab APPENDIX D USING QUICKNET AND E TEL WITH STRATA CS D 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Click Audio Uncheck Allow Remote Volume Control By default Quicknet uses as a volume control hot key
89. indicating when Strata CS is disconnecting from the SQL Server CHAPTER 11 MONITORING amp BACKING UP 11 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 104 Error DSSQL Error xxxx This message contains an error message returned to the Strata CS Server by SOL Server These message are often useful to Strata CS providers or Toshiba support for assessing a Strata CS problem and must not be discarded 105 Error No Voice Resource Available This message indicates that the trunk boards in your Server were unable to provide a voice resource for a requested operation This error should not be encountered in normal operation and may indicate that you need additional voice board resources for your current load Contact your Strata CS provider 106 Warning Device Restarted This message indicates a trunk or station was restarted to recover from an error condition The restart may have been initiated automatically by the Strata CS Server or manually by the administrator If this message appears only infrequently it can be ignored If it is seen often contact your Strata CS provider 107 Warning Inbound call detected on outbound trunk This message indicates a call was received on a trunk allocated for outbound calling only The Strata CS Server played a wrong number message and disconnected the call If this message is seen frequently it may indicate that the number for the line in question has been distributed to potential
90. least cost routing This feature is not available in this version Centrex PBX transfers supported If this is a Centrex trunk or a trunk connected to an external PBX check the box to enable users to transfer or forward calls using only Centrex or PBX extensions When this option is selected and if supported by your Centrex PBX Strata CS can transfer or forward a call without using any Strata CS trunks Pre transfer sequence Type the keys required before transferring a call to a Centrex or PBX extension The valid keys are 0 9 and amp Flash The default is amp Post transfer sequence Type the keys required after Strata CS dials the pre transfer sequence and the extension to transfer a call to a Centrex or PBX extension The valid keys are 0 9 and amp Flash After the post transfer sequence is dialed Strata CS hangs up 4 Click OK to add the trunk to your configuration Before Strata CS can use the new trunk you must start it from the Device Monitor see Restarting stations or trunks on page 11 6 Setting up digit collection on an analog trunk The format used to transmit ANI and DID DNIS information on analog trunk varies with the carrier as follows Fixed format Each piece of information is always the same length For example DID information is typically the last four digits that the caller dialed CHAPTER 5 MANAGING TRUNKS AND SPANS 5 11 BETA DOCUMENT PRELIMINARY amp CONF
91. might want to use your long distance T1 trunks for all long distance calls and restrict your analog trunks to local calls only You can create one dialing service that manages your long distance T1 trunks and another that manages your analog trunks Each dialing service will have its own access code Users can dial those local and long distance access codes manually or you can set up a Routing dialing service see Routing services on page 8 29 that can distinguish between local and long distance numbers and will automatically route them over the appropriate local and long distance trunks Enable Internet calls Any use of Internet telephony requires that you create one of the Internet dialing services You can set up a dialing service that will place calls through remote Strata CS Servers over an Internet connection in a way that is transparent to users CHAPTER 8 MANAGING OUTBOUND CALLS 8 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Usethe same trunks in different ways For example you can send both Centrex numbers and regular phone numbers over your Centrex trunks You would create a Centrex PBX dialing service access code 6 and a Phone Number dialing service access code 9 that route calls to the same group of trunks You would define the Phone Number dialing service to automatically prefix another 9 to the number dialed by the user so that the user gets an outside line from the Centrex system Automatically add pr
92. not play For information about how to set up business hours to use when scheduling jumps to other auto attendants see Business Hours on page 4 5 9 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To schedule transfers or greetings 1 Createa new auto attendant or edit an existing one Click the Scheduled Actions tab Untitled Auto Attendant General Menu Choices Immediately execute an action during the following times Enabled Description Add Eit Delete Note Greetings not played before scheduled transfers OK Cancel Help The following table shows the information that appears for each scheduled action already defined for this auto attendant Column Description Enabled If checked the action will be performed as scheduled If unchecked the action is temporarily disabled Description Time period during which the action will be performed Action Action that will be performed You can view the actions scheduled for each set of work hours you have defined using the Business hours drop down list Be sure to select the appropriate set of Business hours before adding or editing a scheduled action For more about business hours see Business Hours on page 4 5 CHAPTER 9 HANDLING INBOUND CALLS 9 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 2 Click Add to schedule a new action Click Edit to m
93. not to include raw call event information elements from BRI trunks in the Strata CS Server log Tvlogxxx txt Default is 0 which suppresses the information element logging Set to 1 to include the information elements in the log ISDN Megacom service settings These settings enable you to make outbound international calls using ISDN Megacom service The first setting is required and the last two settings are optional For each outbound call Strata CS checks the dial string to see if itis prefixed with the number specified in InternationalPrefix If it does not contain the international prefix the call proceeds like a normal domestic call and no further steps occur If it does contain the international prefix Strata CS strips the prefix from the dial string and then checks whether InternationalType and InternationalPlan are present If they are Strata CS uses them to override the called number and calling number call parameters HKLM SOFTWARE Toshiba Strata CS Server DTIBoard lt n gt GlobalCall MakeCall lt gt 1 InternationalPrefix STRING value for your international dialing prefix For example InternationalPrefix 011 Default is 011 InternationalType DWORD value used to override the called number call parameter Default is 1 INTL NUMBER InternationalPlan DWORD value used to override the calling number call parameter Default is 1 ISDN NUM
94. nswer Variable 5 Number 7 CallOutOfOrd CalPaked Veiable amp Number z CallRejected 8 Numer CallsreDND Variable Z Number E CallsFwrdT oE xt t Variable 8 CalsFwrdT of xtNum 8 Number CalsFardToThisEst Vaible Nue v CallUnassigned CancelForwardPress4 zl Variable 10 Number x Clear Close Help 3 Select the Language to test 12 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 4 Select a sentence from the list Language to test 5 English Sentences Current sentence ToListenPress1 ToPurgeMsg1 vox the vox vI IF v1 1 THEN mmsg vox ELSE mm ToListenPrevMsgPress5 ToListenSavedPress2 Name Data Type Value ToListenThisMsgPress1 ToManageCallOnHoldPressS Variable 1 Number ToManageGreetingPress4 EN Number ToManageMsg amp cctPress8 Variable 2 Numb ToManageMsg amp cctPressStar 2 meet ToMarkPrivatePress6 Variable 3 Number 7 ToMarkLlrgentPress5 4 Number ToRecoverDeletedPress8 ToReplyPresst Variable 5 Number 7 ToReplyThisMsgPress4 E 3 ToRerecordMsgPress3 Variable 6 Number zi ToReviewMsgPress2 Z Numer ToSaveThisMsgPressb V Number E ToSendMsgPress3 Variable 8 Number 7 ToSendThisMsgPress1 ToSpeakT oOperator Variable 9 Number 7 ToStartACallPressPound ToUnDeleteMsgPress3 Variable 10 Number z Clear Close Help Th
95. of Adobe Systems Incorporated Dialogic is a registered trademark of Dialogic Corporation Trademarks registered trademarks and service marks are the property of their respective owners CONTENTS Chapter 1 Overview of Upgrading and Configuring Strata CS Welcome to Strata CS rae dtes eere eere tuere dee 1 2 Significant Strata CS features 1 2 What s New in Strata CS 4 0 emen 1 3 Miscellaneous new features seeeeeeen 1 6 What s automatically 1 6 Betore you beglrn rr em ie e iret 1 7 Changes in Strata CS from version 2 1 to 3 0 or 1 7 Changes in Strata CS 3 0 or 1 8 Configuring Strata CS for the first time 1 9 Where to get help orte eee eee ep eet 1 10 Strata CS documentation eene 1 10 Your Strata CS 1 11 Chapter 2 The Strata CS Administrator About the Strata CS Administrator 2 2 Linking computers and 2 2 Logging on to the Administrator eene 2 3 The Administrator interface 2 3 Working in views essen meme 2 5 Pe
96. of all available settings as shown in the next illustration Settings User System 1 Application Admin Key _ Swe Perap a Active App FowardingProm User False 0 App LoggedinUselD Registry True 97 1 audio temp file dir Registry True C Temp C Temp audioXTimeQut Registry False 20 20 audio VolumePercen Registry False 35 Inthe User drop down list select a Strata CS user In the Store field User refers to the user specified here Application is a drop down list that specifies an application If a key displays True in the Per App field the key value applies only to the application specified here Key indicates the path and name of the key Store indicates where the key value will be stored User and Server keys are stored in a database on the Strata CS Server Registry keys are stored in the Windows Registry of the machine on which you are running the Strata CS Settings program Per App indicates whether or not the setting applies only to the application listed in the Application field For the keys discussed in this appendix the Per App field is False unless specified otherwise Value indicates the current value of this key You can change the value by double clicking the item and entering a new value in the Setting Value dialog box as described in the next section Default indicates the Strata CS default value for this key
97. of incoming call Phone Centrex or Internet From Code Access code of the dialing service that will be used to return this call Only applicable to calls coming in from remote Strata CS Servers over an Internet trunk CHAPTER 11 MONITORING amp BACKING UP 11 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description From Rules If checked Strata CS s dialing rules will be applied when returning this call To Type Type of outgoing call Phone Centrex or Internet To Code Access code used to dial an outbound call To Rules If checked dialing rules were used to make an outbound call Custom Data Custom data if any associated with the call For most systems this contain only Notes meaning there were no call notes on the call Displaying a specific number of Call Log entries The Call Log can become very large over time and its size can cause a delay in its display To reduce this delay you can view fewer entries of the Call Log at one time and not load the entire database To set the number of calls displayed in the Call Log 1 Choose Tools Options 2 Inthe Options dialog box enter the number of entries that you want displayed at a time using the following as a guide Ahighsetting will likely cause a delay while the specified number of entries are copied over the network but you can navigate within the information easily using the scrolls bars after the entr
98. or troubleshoot the routing service see Disabling dialing services while creating them on page 8 7 When you disable a routing service that is currently being used you should assign its access code to a dialing service or another routing service that can handle all the types of calls that the routing service normally handles so that users do not experience a service interruption Hidden To hide this dialing service in the Client check Hidden This setting is typically enabled to hide dialing services that you use for testing purposes or only want to make available to users through a routing service A hidden service is still accessible to Strata CS users see Hiding dialing services in the Client on page 8 6 Default service Dialing service whose location settings are applied to numbers dialed from the Client Select a dialing service from the drop down menu or click to create a new dialing service Click the Routing Rules tab and add routing rules see Add a new routing rule on page 8 36 until you have provided coverage for all numbers that you expect users to dial Click OK to add the routing service 8 34 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Routing Rules tab The top pane on the Routing Rules tab displays routing rules for this service 3 untitled Routing Service OL x General Hota ue Action Service Reason Notes A 617 781 508 23455783
99. p G 23 Device Monitor An application on the Strata CS Server and a view in the Strata CS Administrator that displays the current status of all stations and trunks in the Strata CS system See also Administrator Strata CS program p G 2 station p G 23 trunk p G 26 Dial by name directory A Strata CS feature that gives callers the ability to search for a user by entering the first few letters of the user s first or last name using their telephone keypads Dial Plan The setting that defines how to dial local long distance and international phone numbers in a particular country or area Dial Tone The sound that callers hear after picking up a telephone indicating that they can dial a number Dial tone is provided by the local telephone company or PBX See also private branch exchange PBX p G 20 Dialed Number Identification Service DNIS Also called DNIS A feature of 800 and 900 telephone lines that provides the number that was dialed to the receiving telephony system This enables the receiving system to accurately route the call and allows for many 800 or 900 numbers to be routed through a single telephony system See also T 1 p G 24 Dialing Exception The rule defined by the Strata CS administrator that tells Strata CS when it should dial the area code of a phone number and when it should dial the number as a local call Strata CS invokes these rules whenever it dials a number automatically such as when a
100. page 4 8 Allocating disk space When you set up new users you specify the maximum size of each user s voice mailbox and the maximum space permitted for each user s greetings and voice titles If there is not enough free disk space for all mailbox and greeting allotments to be full at the same time the Administrator displays a warning but allows you to continue When you see a disk space warning message you must take steps to reduce disk space usage such as reducing the space allocated to users or having users delete their stored messages See page 6 15 for more information about allocating disk space for new users Note When users log into the Client or use the telephone commands they may get a warning if their voice mailboxes are more than 80 full You can check available message and greeting space on a per user basis using the Users view If the free disk space on the Server drops below 50 MB a verbal message alerts you when you pick up a Strata CS phone Moving voice files If you are running out of disk space on the drive where you installed Strata CS but have space available on another local drive you can move your voice message and prompt files to the other drive To move voice files the user name with which you logged into the Administrator must have write access to both the source and destination directory CHAPTER 4 DEFINING SYSTEM SETTINGS 4 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To move voice
101. pass the number to the target dialing service or Stop to stop processing of any further routing rules that use this pattern The action you choose is displayed in the Action column of the Routing Rules tab Route the call to another dialing service Select to pass the number to the target dialing service Dialing Service From the drop down list select the target dialing service for this rule The service you select appears in the Service Reason column of the Routing Rules tab New Number Type the pattern that defines the number you want to pass to the target dialing service If you do not want to change the number use the same pattern that you entered in digits dialed See Defining a new number for a routing rule on page 8 40 for more information If you enter a pattern it appears in the New digits column of the Routing Rules tab Stop processing rules Select to prevent the routing service from looking further for rules that match the dialed number If no rules have matched when the stop rule is reached or if no trunks are available from the target dialing services of the rules that matched Strata CS plays an appropriate system prompt to the user The available prompts include No lines available No lines available for this number and Invalid number The name of the prompt you select is displayed in the Service Reason column of the Routing Rules tab Most routing services will include stop rules Stop rul
102. paste the call record from the Call Log on the user s computer When this box is checked the Wizard automatically saves the problem report package in the shared folder called Packages on the Strata CS Server If the Packages folder is not found or you want to save the problem report package to a different location click Browse to select the location 3 the Wizard on the Strata CS Server to gather all the necessary Server information follow the instructions for reporting a Server problem on page 11 23 To report a problem with a specific call or voice message check This 11 24 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL problem involved a specific call or message and then copy and paste the call record from the Call Log on the Server 4 Check This report includes a Problem Report Package from the Strata CS Client The Wizard automatically browses the Packages folder on the Server so that you can select the CAB file that was produced on the user s computer The Wizard then includes that file in the problem report package it creates on the Server If the Packages folder is not found or the file was saved to another location click Browse to select the CAB file that was produced on the user s computer CHAPTER 11 MONITORING amp BACKING UP 11 25 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 12 SYSTEM PROMPTS CHAPTER CONTENTS About system prompts
103. services are found the routing service attempts to route the call through the first one found If all trunks on the first dialing service are busy the routing service tries other valid dialing services in the order that they were found until the call is placed or all valid dialing services have been tried Before the routing service passes the number to a dialing service it modifies the number according to the pattern specified in New digits the number is unchanged if New digits matches Digits dialed The dialing service applies any prefixes suffixes and dialing exceptions see pages 8 11 8 14 and 8 22 to the modified number before the call is placed How you can use routing services By setting up multiple dialing services and using a routing service you could do any of the following Setup dialing services to roll over automatically Set up multiple routing rules that match the same type of number on the same schedule but route to different dialing services The routing service identifies all routing rules that match a phone number until it either encounters a stop rule for that phone number or reaches the end of the routing rules If all trunks on the first rule s target dialing service are busy the second rule s target dialing service is tried and so on until the call is placed Route local calls and long distance calls to different trunks Write routing rules that identify local calls and route them to dialing services t
104. set the A and B bits on or off to signal events and actions such as incoming call line dropped pick up hang up and wink See also robbed bit signaling p G 22 T 1 p G 24 wink p G 27 A Law The voice amplitude compression expansion standard that is used in Europe and in areas outside of North American influence Access code When placing a call via a Strata CS phone the preliminary number to dial to access a particular dialing service For example dial 7 to access a Centrex PBX extension Account code Number that a user enters to accompany a phone call that identifies the call for billing or other purposes Strata CS can be configured to prompt users to enter account codes whenever they place calls Users can also enter account codes voluntarily before or during calls ACD agent Member of An ACD workgroup See also ACD workgroup p G 1 automatic call distribution ACD p G 3 ACD workgroup Automatic call distribution method in which a workgroup of agents answers calls to a single extension and callers wait on hold until an agent is available Examples of ACD workgroups include a sales or technical support department An ACD workgroup uses an ACD workgroup user with a special routing list to answer calls and forward them to a workgroup that contains the agents The ACD workgroup method is not as fully featured as the Strata CS call center method of call distribution See also ACD agent p G 1 call center p
105. shown in the following table Board Board ID Channe D 41ESC 0 DXXXB1C1 LSI VOX DXXXB1C2 LSI VOX DXXXB1C3 LSI VOX DXXXB1C4 LSI VOX D 80SC 4LS 1 DXXXB2C1 LSI VOX DXXXB2C2 LSI VOX DXXXB2C3 LSI VOX DXXXB2C4 LSI VOX DXXXB3C1 VOX DXXXB3C2 VOX DXXXB3C3 VOX DXXXB3C4 VOX A 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Dialogic modular station interface MSI device names The device name for a Dialogic modular station interface has the form MSIBnCn where Bn is the board number and Cn is the channel number For example Channel 1 on Board 1 would be named MSIB1C1 The board number is assigned sequentially starting with 1 and is incremented by 1 for each board Board number 1 is assigned to the MSI board installed in the Strata CS Server with the lowest board ID Board number 2 is assigned to the MSI station board installed with the next lowest board ID and so on For information about setting Dialogic board IDs see Strata CS Installation amp Maintenance Manual The channel number is assigned sequentially starting with 1 on each board incremented by 1 for each channel For example if a Strata CS Server had a single MSI 80SC Dialogic MSI board installed the MSI devices would have the names shown in the following table a MSI 80SC MSIB1C1 MSIB1C2 MSIB1C3 MSIB1C4 MSIB1C5 MSIB1C6 MSIB1C7 MSIB1C8
106. such as ISDN or DPNSS without changing code See also E 1 p G 11 Integrated Services Digital Network ISDN p G 15 T 1 p G 24 Grab and Hold while ona call if a second call arrives a Strata CS user can grab the second call and put it on hold without interrupting the current call While on hold the second caller hears a customizable grab and hold greeting and is then presented with the option to continue to hold or leave a message Using grab and hold users can make sure they never miss an important call See also grab and hold greeting p G 13 Grab and Hold Greeting Also called hold greeting A customizable message that a caller hears when grabbed and put on hold For example a caller might hear I m on the phone right now but I know you re there and your call is very important to me After playing the grab and hold greeting Strata CS always prompts To leave a message press 1 or stay on the line to continue holding See also grab and hold p G 13 GLoss 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Graphical User Interface Also called GUI The visual interface used in all Windows applications composed of windows dialog boxes menus buttons and tool bars that make the application easy to operate Greeting The recorded message that a caller hears typically when sent to voice mail See also active greeting p G 1 after hours greeting p G 2 grab and hold greeting p G 13 Se
107. tab but cannot change it a No access The folder or tab cannot be used or viewed by the user Individual permissions and roles There are two types of permissions individual permissions and roles All users have their permissions set to use roles by default This means that all users inherit their permissions from the roles to which they have been assigned If a user belongs to more than one role the highest level of permission is used By default Strata CS creates the following two roles Administrators This role has full permissions and cannot be modified or deleted The Admin user is a member of the Administrators role group by default and cannot be removed The Admin user s permissions are set to use roles and cannot be changed Each Administrator can use the permissions as defined for the role or can define other permissions that override the current role permissions Users All new users automatically have this role You can change a permission for a role by editing the Permissions tab in the Role dialog box of the role If a few people need different permissions you can adjust their permissions individually on the Permissions tab of the User dialog box of the user Individual permissions always override role permissions Adding a user to a role grants the same permissions to that user as any other user with a similar function Removing a user from the role takes away the role s permissions from that user Y
108. te eer e eet thee Decet 6 43 Supporting different types of CLASS 6 43 Viewing station activity esee 6 44 Chapter 7 Managing Workgroups About Workgroups tte e etna 7 2 Workgroups View saii idei nepie eene PERDE Rn ets 7 3 Creating a Workgroup enne 7 3 Using the General tab esee 7 3 Using the Dialing tab 7 4 Chapter 8 Managing Outbound Calls About dialing services nennen 8 2 Dialing service types ee eeeeeesecereeeeeeeceneterseeeneseeseeteacesetenetaneeetes 8 2 The Dialing Services 8 4 How you can use dialing services sse 8 5 ACCOSS COGGS ent HELGA 8 7 Tips on access codes and names for 8 7 How Strata CS uses access 8 8 Setting default access codes for ringbacks 8 9 Adding a Phone Number dialing 8 10 Adding a Centrex PBX Extension 8 12 Adding an Internet Address 8 14 Adding an Internet to Phone Number service
109. that you want to offer to callers Set up the menu prompts that explain each menu choice Optionally schedule greetings and call transfer behavior to further customize the auto attendant Assign the auto attendant to a trunk Creating a new auto attendant Select Auto Attendants New Auto Attendant The Auto Attendant dialog box opens Untitled Auto Attendant 1 General Menu Choices Scheduled Actions Hold Name p 1 Extension I DIDnumbe Description Play this greeting before offering menu choices zt ALI EG La f d oe Play paused Cancel Hep Enter the following information n Name required Descriptive name for the new auto attendant for example Sales auto attendant Extension required Extension used to reach the auto attendant Strata CS users can transfer callers to the auto attendant at this extension See Assigning an extension on page 6 10 for recommendations and restrictions To test the auto attendant dial the auto attendant s extension The default auto attendant is assigned an extension of 8000 DID number Assign one or more DID numbers to the user from the block of numbers provided by your telephone company or T1 CHAPTER 9 HANDLING INBOUND CALLS 9 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL provider When Strata CS recognizes this number as the final digits on an inbound call the caller is a
110. the Client s Users view By connecting two Servers over a private IP network and unifying them with IP Gateway users you can effectively double the number of stations your Strata CS system supports Overview of IP Gateway users An IP Gateway user is a special type of user that you create to mirror a user on the remote Server For each user on the remote Server you create an IP Gateway user on the local Server For example if the remote Server has a user named Pete Storpin you would create a user of the type IP Gateway named Pete Storpin on the local Server that points to the remote user The administrator on the remote Server performs the same action creating an IP Gateway user on the remote Server to mirror each User on your Server When a local user of the type User dials an IP Gateway user s extension behind the scenes the IP Gateway user automatically forwards the call over your Server s Internet to Centrex PBX Extension dialing service to the matching user on the remote Server Before creating IP Gateway users To create an IP Gateway user you must have already done the following on each Server Created an IP Gateway to point to the remote Server See Creating an IP Gateway on page 13 9 Created an Internet to Centrex PBX Extension dialing service that connects to the remote Server s internal dial tone See Calling Strata CS extensions on the remote Server on page 13 13 Made sure that no extensions
111. the following ignore service permissions Allows the user to dial all numbers except those allowed or disallowed in the list Disallow all numbers except the following ignore service permissions Prevents the user from dialing any numbers except those allowed or disallowed in the list Use dialing service permissions except for the following Applies the dialing permissions set up for the dialing service used to place the outbound call except those allowed or disallowed in the list Numbers beginning with lists the beginning digits of phone numbers that this user is allowed or not allowed to call Click Add to open the Dialing Permission dialog box and add a dialing permission Click Edit to modify an existing dialing permission CHAPTER 6 MANAGING USERS AND STATIONS 6 33 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To set dialing permissions 1 IntheDialing Permission dialog box choose to Allow or Disallow calls and then enter the digits The permission is applied whenever the user dials a number beginning with the digits using the Phone Number service 2 In Phone numbers starting with type a phone number or beginning portion of a phone number Include 1 before the number if it would normally be dialed as part of the number for example 1800 Untitled Dialing Permission allow phone numbers starting with 1800 Help 3 Click OK to save the dialing permission and return to the Dialing t
112. the indicated trunk line for an outbound call even though it registered loop current the last time the Server was started This could indicate the line was unplugged from the Server or it might indicate a problem on the line 114 Error Thread performing least cost routing is not responding If the error recurs kill TVLCRhst exe from the Task Manager It will restart the next time Strata CS tries to dial a long distance call 115 Error Strata CS Server Restarted Strata CS Server had to be restarted by the Strata CS Watchdog process 116 Error Strata CS cannot accept more voice messages disk space is low Strata CS cannot accept voice messages because the disk space on the voice files disk is low CHAPTER 11 MONITORING amp BACKING UP 11 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 117 Error Stopped using trunk the trunk may have been disconnected Strata CS Server has stopped using a trunk 118 Error Failed to Restart Strata CS Server Total Restarts Exceeded Strata CS Server failed to restart after trying several times 119 Error Failed to Stop Device Handle Strata CS Server failed to stop a Dialogic device You may need to manually restart this device in the Device Monitor 120 Error Unable to start Strata CS Exchange Server synchronization Exchange Server synchronization will be disabled Unable to start Strata CS Exchange Server synchronization 121 Informational Started S
113. the same for localized system prompts the localization process requires several more steps which are described in the Localization Kit For more information about the Strata CS Localization Kit contact your Strata CS reseller 12 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT CHAPTER CONTENTS About IP telephony and Strata CS Placing calls to H 323 terminals such as NetMeeting Enhancing a Web page with a Call Us button Connecting two Servers using IP Gateways Fine tuning your IP connection BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About IP telephony and Strata CS Strata CS seamlessly supports Internet telephony through an integrated Internet gateway that eliminates the need for external IP Gateway devices Combined with dialing services Strata CS s Internet telephony support makes it as easy to place and receive Internet calls as regular telephone calls whether you are calling from a station phone remote phone or using the Strata CS Client Strata CS s integrated Internet gateway supports the following Internet telephony features Placing and receiving calls from H 323 terminals for example Net Meeting see page 13 2 or Phone Dialer see page 13 6 n Enhancing a Web page with a Call Us button see page 13 6 Connecting Strata CS Servers over the Int
114. the system while placing an outbound call Only users with an account code mode of Forced encounter this prompt Exactly where the prompt occurs in the dialing sequence depends on whether you checked Collect account code before dialing number see Setting general account code options on page 10 3 CHAPTER 10 USING ACCOUNT CODES 10 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Duringa call A user can press Flash to put a caller on hold and then press 11 to enter an account code for the ongoing call Users can use this command as many times as they want during a call to change or correct the account code for the call The last account code entered is the one used This method is the way account codes are entered for inbound calls Before dialing a call A user can press 11 before dialing a call to enter an account code for that call The user picks up the phone and dials 11 account code access code phone gt In the following example spaces are shown for clarity 11 8877 9 212 123 4567 In this example 8877 is the account code and 9 is the access code Indicating the end of an account code A user indicates the end of an account code by pressing If the user does not press the system automatically registers an account code as complete when the account code reaches the maximum number of digits or a time out expires see Setting general account code options on page 10 3 for instr
115. to call directly Note For the purpose of receiving Internet calls you can give users DID numbers in Strata CS only You do not need to order DID service from your telephone company Internet trunks behave almost identically to regular trunks including providing inbound caller ID and direct inward dialing DID Internet calls are routed and processed just like regular calls to ACD workgroups routing lists and so forth Note that the name of the Strata CS system is displayed when Net Meeting calls Strata CS To change the name edit the following registry key HKLM Software Toshiba Strata CS Company 13 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Calling a Strata CS Server from Net Meeting To call a Strata CS Server from Net Meeting enter the IP address or DNS name of the Strata CS span in Net Meeting s phone dialer dialog box Callers with Net Meeting 3 0 or later can navigate Strata CS using Net Meeting s built in touch tone keypad NetMeeting Not in _ X Call View Tools Help EH KI AA o on 2 DARE E fa fe fai fs Not in a call ia ga Calling a Strata CS DID number from Net Meeting If you configure Net Meeting to use a Strata CS Server as a gateway Strata CS interprets numbers dialed by Net Meeting as DID Therefore Net Meeting users can call any Strata CS user auto attendant ACD workgroup or IVR Plug in with a DID number To c
116. to the appropriate users The Trunks view Click the trunks button in the view bar to open the Trunks view Eile Edit View Tools Trunks Help 2 nalog 555 0019 Default Auto Attendant 3 Analog Trunk 3 4 Analog Trunk 4 5 Internet 1 771 45 19 503 Default Auto Attendant B Internet 1 Intemet Span 1 Default Auto Attendant 7 Internet 1 Internet Span 1 Default Auto Attendant 8 Internet 1 Internet Span 1 Default Auto Attendant Analog Dialing Services Device Monitor gt 4 8 Admin TV3800DKT Fi amp 7 Each trunk you add appears as a row in the view The following table show the information that appears for each trunk Column Description Number Port number on the Dialogic board associated with this trunk Type Type of trunk Analog Robbed Bit T1 Internet or ISDN CAS E1 T1 Inbound If checked this trunk is used for inbound calls Outbound If checked this trunk is used for outbound calls Retrieve DID If checked Strata CS retrieves Direct Inward Dial digits from calls coming in on this trunk Centrex If checked indicates a Centrex trunk 5 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Span For digital spans the number of the span to which the trunk belongs Name Descriptive name assigned to the trunk Send calls to Auto attendant operator u
117. to their new messages 3 Trunks tab Click the Trunks tab see Trunks tab on page 8 18 and choose the trunks that this dialing service will use to place calls 4 Click OK on any tab to add the dialing service Adding an Internet Address service An Internet Address dialing service allows users to place calls to IP Internet Protocol addresses over Internet trunks For example you can use an Internet Address service to place a call to a PC running Microsoft NetMeeting For complete information on setting up Strata CS for IP telephony see Chapter 13 Configuring Internet Telephony Support 1 Choose Dialing Services New Dialing Service Internet Address Service Untitled Internet Address Service General Trunks Codecs Name Access code Enabled Hidden On the General tab enter the following basic information about the dialing service Name access code Choose a name and access code that will make it easy for the users to select this dialing service when placing a call See Tips on access codes and names for services on page 8 7 Enabled To make this dialing service available to users leave Enabled checked Clearing the checkbox disables the dialing service 8 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL so that users cannot select it Disabling can be useful if you want to click OK before you are finished defining the dialing se
118. tr nks us ebur tert gorge rede ene Ec 5 2 Configuring trunks 5 4 ANI DID digit 5 5 Setting up fax 5 7 The Trunks View us 2008 ain yw aie a ee ewe ails 5 8 Adding an analog 5 10 Adding a digital Robbed Bit T1 span 5 13 Adding a digital ISDN or CAS span 5 17 Adding a digital ISDN BRI span 5 18 Optimizing your ISDN lt 5 5 19 Enabling ISDN Megacom support 5 20 Adding an Internet 5 5 21 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About trunks Trunks are the outside phone lines that connect your business to the telephone company and other providers Adding a trunk to your Strata CS system is a three step process 1 Connecting the physical trunk line to the Dialogic voice board in the Strata CS Server computer You can find instructions for this step in Strata CS Installation amp Maintenance Manual 2 Defining the trunk in the Strata CS Administrator s Trunks view See Adding trunks on page 5 3 3 Including the trunk in a dialing service so that users can place outbound calls on it See About dialing services on page 8 2 For information about required hard
119. type specified using DCM You cannot change a span s type after you add it If you create a span of the wrong type delete the span and add a new one of the correct type Note After adding Internet trunks to a span you must restart the computer If the trunks fail to appear delete the span and add the span again Then restart the computer CHAPTER 5 MANAGING TRUNKS AND SPANS 5 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding an analog trunk Use the following procedure to add a new analog analog DID or analog Centrex trunk 1 Choose Trunks New Trunk Analog Trunk A new Trunk dialog box opens Number 9 Trunk 9 Accept Inbound calls Calls are sent to Defaut Auto Attendant x 800C x Faxes are sent to Default Auto Attendant 00 25 Retrieve DID digits from this analog line t v Allow Outbound calls Reaistered for least cost routing Centrex PBX transfers supported Pre transfer sequence Post transfer sequence Cancel Help 2 Enter the number and name of the trunk Number Identifies the hardware resource on the Server used for this line The number must correspond to the port on the Dialogic BCP Connection Panel to which the trunk is connected If you have a mix of analog and digital trunks be sure that you assign trunk numbers that reflect how trunks will be installed in your system Analog trunks alway
120. user account on the remote Server and define his wife again using the same PIN of 55 Note The first time a user receives a Contact PIN call over the IP Gateway connection the user must associate the call with the contact Then the contact will be recognized on subsequent calls An easy way to duplicate contacts is to export them from the local Server s account and import them to the remote Server s Gateway user account For a full description of Contact PINs and instructions on exporting and importing contacts see Strata CS Client User Guide Fine tuning your IP connection Strata CS s IP Span dialog box includes a Tuning tab that you use to change any of the IPLink board parameters between IP calls Changes you make while a call is in progress on the board will not be reflected until the call completes and a new call is initiated See Fine tuning your IP connection on page 5 24 13 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 14 EXTENDING STRATA CS CHAPTER CONTENTS About extending Strata CS Extending Strata CS with off the shelf applications Extending Strata CS with third party devices The Strata CS SDK BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About extending Strata CS Versatility is what makes Strata CS so powerful and that versatility is enhanced even further by the ability to integrate other applications into the Strata CS Server You can extend
121. user places a call to a contact or returns a call from a voice mail message Dialing service Mechanism for routing outbound calls to the trunk type appropriate for that call For example routing phone calls to a normal telephone service trunk Internet calls to an Internet trunk and Centrex calls to a Centrex trunk By default Strata CS comes with one dialing service Phone Number that routes all calls to your telephone trunks When placing a call users select the dialing service to use by dialing the access code for that service before dialing the number for example 9 to place an external call GLoss 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL See also Access code p G 1 routing service p G 22 Dialogic Driver The specialized software provided by Dialogic to allow applications to run with Dialogic telephony boards Dialogic SCBus Device Also called SCBus The Dialogic board resource for handling a specific type of telephony data Dialogic SCBus devices are a telephony handling resource for LSI devices to connect to analog phone lines DTI devices for connecting to T1 ISDN and E1 phone lines VOX devices for playing files recording files getting touch tone digits and detecting or generating tones and FAX devices for sending and receiving faxes See also analog line p G 3 E 1 p G 11 Integrated Services Digital Network ISDN p G 15 T 1 p G 24 touch tone digit p G 25 Digit Collection The Strata CS c
122. wait ended The assigned values for the possible outcomes are a 0 Abandoned Caller hung up before call was answered a 1 Connected Caller was connected to a party 4 Left message Caller went to voice mail but did not necessarily leave a message a 5 Blind transfer A blind transfer sent the caller to another party 6 Supervised transfer A supervised transfer sent the caller to another party 7 Unknown Strata CS was unable to identify the outcome of the call 8 Login Caller logged in to correct Strata CS account Message If checked the caller left a voice message From Device On incoming calls the trunk or extension from which the call originated On outgoing calls the user s station number To Device On incoming calls the user s station number On outgoing calls the trunk used for the call If an incoming call was transferred this column shows the last station that took the call Parties Number of people who took part in the call including the caller the called party anyone to whom the call was transferred and any conference call participants Dial String Digits that Strata CS actually dialed over the trunk which may be different than the digits Strata CS displays in a contact s phone number For example a dial string may contain an international or long distance access code least cost routing information or dialing prefix or suffix From Type Type
123. 0065 o LEA RIA IM ER ud RE Eus 8 7 Adding a Phone Number dialing service 8 10 Adding a Centrex PBX Extension service 8 12 Adding an Internet Address service 8 14 Adding an Internet to Phone Number service 8 15 Adding an Internet to Centrex PBX Extension service 8 17 acte tacet te t eet ay up cede 8 18 Location Settings tab 8 20 Codecs tab ouod ies es ERR ESL 8 21 Dialing Exceptions tab 8 22 Permissions 8 26 Routing 8 29 Adding a routing 8 33 Routing Rules 8 35 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About dialing services Your Strata CS Server can place outbound phone calls over several different types of trunk A Strata CS dialing service is used to manage calls over a specific type of trunk For example a Phone Number dialing service is used to manage calls over a group of PSTN trunks while an Internet Address dialing service is used to manage calls over a group of Internet trunks A dialing service creates a prioritized list of trunks that can be used to place the call The call is then allocated to the highest priority available trunk Each dialing service has an a
124. 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL APPENDIX A STRATA CS CONFIGURATION SETTINGS CHAPTER CONTENTS About Strata CS configuration settings A 2 Strata CS Server registry settings A 2 Strata CS Workstation applications registry settings A 7 Strata CS Server language locale settings A 11 Defining custom tones A 12 Disabling Dialogic A 13 Dialogic voice board settings A 18 Using the Strata CS Settings program A 26 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About Strata CS configuration settings This appendix lists the Strata CS configuration settings that store low level information that is rarely changed or that cannot be changed using the Administrator Many configuration settings are stored in the Windows registry on the Server computer and on client computers where one or more Strata CS workstation applications are installed Some settings are stored at the machine level and apply to all users on that machine while others are stored for the current user The Windows registry settings can be edited using Regedit exe or Regedt32 exe Other configuration settings are stored in the Strata CS database These settings can be edited with the Strata CS Settings program as describe
125. 23 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Call Handling tab You set up call screening and call announcing for a user on the Call Handling tab These options can also be set in the Strata CS Client Kevin Flaherty User General Recordings Notifications Call Handing Phone Dialing Permissions Other r Call handling Announce who the call is for Internal External Announce who is transferring Screen and announce the caller for these types of calls Ask callers without a voice title for their name If caller ID is present do not ask for their name Estemal Direct Dial by name options Jv List in dial by name directory Jv Flay evtension to the caller Previous Next OK Cancel Help Call Forwarding Check Announce who the call is for to have Strata CS announce who the call is for when the user answers the phone This feature is useful if the user shares a phone It is also convenient to have call announcing turned on if the user receives phone both personal and ACD workgroup calls If call announcing is not turned on calls are connected directly without being announced Under Screen and announce the caller s name for these types of calls if you want Strata CS to screen calls and announce the caller s name Choose any of the following types of calls n Internal Calls from another Strata CS user n Externa
126. 24 Telephony The science of transmitting and managing voice fax and other data over the PSTN See also public switched telephone network PSTN p G 20 GLoss 24 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Telephony Application Programming Interface Also called TAPI The Microsoft API for computer telephone integration TAPI presents a common API for applications that is hardware and telephone network independent Part of TAPI is the service provider interface SPI the component that all hardware vendors must implement to be TAPI compliant See also application programming interface API p G 3 Telephony Hardware Any voice processing hardware such as voice and fax modems voice boards or digital signal processor DSP boards Telephony hardware that connects to the PSTN or local stations and can detect call progress signals generate and play tones play and record voice files and so forth See also Business Communications Platform BCP p G 4 call progress p G 5 dig ital signal processor DSP p G 10 Modular Station Interface MSI p G 17 public switched telephone network PSTN p G 20 Strata CS Call Center Reporter Strata CS component that produces Microsoft Excel reports on call center and ACD workgroup activity For more information see Strata CS Installation amp Maintenance Manual Strata CS Server The computer on which the Strata CS Server software and
127. 24 trunks that will be created in this span You can then change these values for each trunk individually See Entering trunk defaults for a span below 5 Click OK to add the span to your configuration Using a signaling template The Robbed Bit T1 Experimenter includes templates that contain Robbed Bit T1 signaling definitions that will be valid in many cases a E amp MSignaling Use if your Robbed Bit T1 line supports E amp M signaling a Locali Use for a local Robbed Bit T1 line Longdistance Use for a long distance Robbed Bit T1 line To apply a template to a span click Apply Template on the Signaling tab Select the template to apply click Open and then click OK Note If you have installed the Robbed Bit T1 Experimenter to a directory other than the Strata CS Administrator s directory you must look for the template there CHAPTER 5 MANAGING TRUNKS AND SPANS 5 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To edit signaling definitions applied from a template use the Robbed Bit T1 Experimenter Entering trunk defaults for a span When you create a new digital span you can set the defaults for all the trunks in the span on the Trunks tab Undefined Robbed Bit T1 Span Default Auto Attendant Default Auto Attendant ha To enter trunk defaults for a span 1 Check Accept inbound calls if the trunk is used for inbound calls 2 In Calls are sent to select the auto attendant user or
128. 401 826 1520 Fax 401 826 4477 Web www e telcorp com APPENDIX D USING QUICKNET AND E TEL WITH STRATA CS D 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL APPENDIX E UsiNG PERFORMANCE COUNTERS CHAPTER CONTENTS The Strata CS performance E 2 Viewing performance counters in Windows NT 2000 E 2 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Strata CS performance counters When the Strata CS Server is installed the installer registers with Windows NT 2000 a set of Strata CS specific performance counters for tracking statistics of the Server as it runs The counters are organized into two groups Strata CS Calls and Strata CS Devices The counters can be monitored by system administration tools such as the performance monitoring utilities provided with Windows The Strata CS Calls group has the following counters Existing calls Total number of active calls currently being handled by Strata CS Total calls Total number of calls handled by the Server since it was last started The Strata CS Devices group has the following counters Stations Total number of configured stations phones in the system Station in use Number of stations off hook 96 Stations in use Percentage of stations off hook Trunks Total number of configured trunks in the system Trunks in use Number of trunks allocated to calls trunks in use Percentage of trunks
129. 6 19 Defining a schedule for e mail and pager notification 6 20 Setting up custom time rules eene 6 22 The Call Handling tab eese 6 24 Setting up Call forwarding seen 6 25 Mobile phone issues with forwarded calls 6 27 Call forwarding and voice mail eene 6 27 Forwarding calls over Centrex PBX 6 27 Listing a user in the dial by name 6 27 The Phone tab sates itte t p PESE 6 28 Activating features on Toshiba digital phone 6 30 CONTENTS BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Dialing tabii deerit 6 33 Setting account code modes seen 6 35 Permissions 6 37 New Role ene EN 6 39 The Other tab pei nene UE e t eter te 6 40 PEERS D D 6 41 Recording the new user s voice title and greeting 6 41 Updating users mail greeting and disk usage totals 6 42 MOVING A USO a ilte e E ee te ts 6 42 Deleting a USeF c cett t c d deeds 6 42 Managing stations esses nennen 6 43 Adding a station tae eee ete eds 6 43 Supported phones o eic
130. 7 is dialed See Avoiding dialing ambiguities on page 8 8 for more information Avoid extensions that begin with frequently dialed area codes if users forget to dial an access code they may unexpectedly dial the extension instead For example if 1 617 is a commonly dialed prefix for your location do not assign extension 161 When you create a new user you can accept the extension suggested automatically by Strata CS or you can assign a different one Strata CS suggests the next highest extension number that has not yet been assigned and it reuses extensions that have been unassigned By default new extensions are assigned starting with extension 100 If you want all your extensions to start in a different range choose Tools Options and then enter the Starting extension number under User auto suggestion r Call Log Display calls at a time r Name format First name Last name Last name First name User auto suggestion Starting extension number 200 Starting station number e Note You can give the Operator user an extension other than the default of 0 See Changing the Operator s extension from 0 on page 6 5 6 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Assigning a station ID The station assigned to a user of the type User is the numeric identifier of the telephone at the user s default location A station ID
131. 7 5 public and personal defined 7 2 specifying timeout parameter 7 5 Workgroups view 2 4 Workgroups About 7 2
132. 7 area code and calls to the 617 781 and 508 area codes have the same low cost over certain trunks you could create a new routing variable AAA that matches the digit sequences 617 781 and 508 By using the AAA routing variable for example in a AAANxxxxxx match pattern you could 8 38 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL match calls to any seven digit phone number in these three area codes Doing this would enable you to consolidate your handling of 617 781 and 508 calls in a single routing rule To add a routing variable 1 Click Variables on the Routing Rules tab see page 8 35 23455 7853 01 2 3 4 5 6 7 8 9 Note This dialog box can also be accessed by choosing Tools gt Routing Variables in the Dialing Services view 2 Click Add The Routing Variable dialog box opens Name 000 Data p m 3 Enter a name for the new variable in the Name field and the set of values it will match in the Data field The name must be a string of consisting of a repeating upper case letter for example W RRR or HHHHH The number of characters in the Name of the routing variable must be the same as the number of digits being matched For example you could use a a variable named BBB to match the area codes 617 and 781 but you could not use a variable named BBBBB 4 Click OK to return to the Routing Variables dialog box Click Add to add another routing variable or click OK
133. A G 723 1 G 711 MSGSM ETSI GSM Common Carrier The local phone company or long distance company that provides telecommunications circuits and services to the general public Common carriers are regulated and licensed by state or federal agencies See also private carrier p G 20 Competitive Local Exchange Carrier CLEC Also called CLEC A company that competes with a LEC to provide local exchange service CLECs are allowed to buy access to the LEC network for resale or they can build their own network See also Local Exchange Carrier LEC p G 16 Computer Telephone Integration CTI Also called CTI The integration of computers with standard telephone switches PBX s to allow more sophisticated switching For example a switch could supply a computer with a caller ID for an incoming call The computer could then look up the caller ID in a database and provide the switch with appropriate routing information Computer telephone integration is just one aspect of computer telephony See also caller ID p G 6 computer telephony CT p G 8 private branch exchange PBX p G 20 switch p G 24 Computer Telephony CT Also called CT Computer technology applied to telephony CT is an umbrella term for such diverse technologies as computer telephone integration CTI interactive voice response IVR IP telephony PC PBXs and fax on demand See also computer telephone integration CTI p G 8 fax on demand p
134. A DOCUMENT PRELIMINARY amp CONFIDENTIAL Routing from the Administrator s View Incoming Call DID Number DID Matches Trunk is Routed To Auto Attendant E S S Las bL Auto Attendant Yo Possible Options an 249 gt Extension DA Auto Attendant Customized Menu Choices and Scheduled Actions gt Play a Recorded Message 7 gt Another Auto Attendant Name Search gt Transfer to User Sent to User Routing from the User s View Sent to User Transfer To hold restart Transfer Call Rules Routing List Possible Options Trunk is routed to Yes Possible other routing lists Where Am Ring Another Extension Ring External Number Ring Group Call Forwarding Do Not Disturb Yes 3 Ring Forwarding Number Sent to User s Voice Mail Ring User s Station CHAPTER 9 HANDLING INBOUND CALLS BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 9 3 Using auto attendants By default Strata CS uses auto attendants to route calls to users Auto attendants are powerful tools that offer callers recorded information verbal menus and other features An auto attendant automatically answers incoming calls on a trunk line and plays a recorded message that offers callers options for directing their calls For example a recorded message mi
135. ARE Toshiba Strata CS Server DTIBoard lt n gt GlobalCall Server DTIBoard lt n gt GlobalCall DumpCallInfo DWORD value specifying whether or not to include raw call event information elements from E1 and 1 trunks ISDN PRI robbed bit CAS in the Strata CS Server log Tvlogxxx txt Default is 0 which suppresses the information element logging Set to 1 to include the information elements in the log InProtocol and OutProtocol These values define the CAS protocol on 1 boards For details see Manually entering CAS protocols in Strata CS Installation amp Maintenance Manual DNISLength DWORD value specifying the number of expected DNIS DDI digits in milliseconds to be received by the Strata CS Server before attempting to process the inbound call No default but the Strata CS server attempts to get the DNIS 9 digit string upon notification of an inbound call DNISWaitTime DWORD value specifying the expected DNIS DDI time in milliseconds that the Strata CS Server will wait for digits to be received before attempting to process the inbound call No default but the Strata CS server expects to wait 2000 milliseconds after it receives the notification of an inbound call APPENDIX A STRATA CS CONFIGURATION SETTINGS A 23 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL HKLM SOFTWARE Toshiba Strata CS Server BRIBoard lt n gt ISDN DumpCallInfo DWORD value specifying whether or
136. Also the Strata CS representation of that line or channel See also analog trunk p G 3 digital trunk p G 10 Trunk License A license purchased from Toshiba for each trunk connected to Strata CS Unified Messaging Also called integrated messaging The ability to access all messaging for example voice mail e mail and fax in one place such as the phone or an e mail client such as Microsoft Outlook User A person using a software product In Strata CS a person with a Strata CS phone who is added as a user in the Strata CS Administrator See also Administrator Strata CS program p G 2 Validation Process by which Strata CS checks a number that has been entered and does not proceed unless the number matches the correct criteria Validation can be set up for account codes entered by users and custom data entered by callers to a call center See Also account code p G 1 call center p G 4 Voice File File containing an audio sample that has been digitized into a format such as VOX or WAV See also VOX file p G 26 WAV file p G 27 Voice Mail The audio recordings left by callers and stored in an electronic mailbox See also voice mailbox p G 26 Voice Mailbox The folder or location in which a voice mail messages are stored Voice mailboxes typically have a limited amount of space for messages See also voice mail p G 26 Voice Title The recorded name of a Strata CS user or contact Voice titles are playe
137. B PLAN A 24 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL MSI station board settings HKLM SOFTWARE Toshiba Strata CS Server MSIBoard lt n gt Server MSIBoard n CID FSK FORMAT DWORD value specifying the format used by MSI board n to send Caller ID information to CLASS phones Valid settings are 0 SDMF Single Data Message Format sends the date time and 10 digit caller ID number 1 MDMF Multiple Data Message Format sends the date time 10 digit caller ID number and 15 digit caller name 2 UK MDMF UK Multiple Data Message Format sends the date time 18 digit caller ID number and 20 digit caller name Default is 1 MDMF format MSG DBONTM DWORD specifying the length of time in 50 ms units or stations on MSI board n to be on hook before a hangup is registered This value should usually be equal to MSG_MAXFLASH 1 Default is 21 1050 milliseconds MSG MAXFLASH DWORD specifying the maximum length of time in 50 ms units for stations on MSI board n to be on hook before a hook flash is detected Default is 20 1000 milliseconds MSG MINFLASH DWORD specifying the minimum length of time in 50 ms units for stations on MSI board n to be on hook before a hook flash is detected Default is 6 300 milliseconds VMWI FSK FORMAT DWORD specifying the format used by MSI board n to send visual message waiting ind
138. CONFIDENTIAL 3 Enter the new Value Some fields are text boxes or drop down lists Other fields enable the slider bar at the bottom of the dialog box 4 Click OK to save your changes Click Restore defaults to restore the IPLink board defaults Note If you dial out on an IP to Phone Number service and you cannot send digits to external phone systems increase DTMF Gain and DTMF On time under DTMF Parameters on this tab CHAPTER 5 MANAGING TRUNKS AND SPANS 5 25 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 6 MANAGING USERS AND STATIONS CHAPTER CONTENTS The Users 6 2 About users and 6 4 Setting user 5 6 6 About adding 6 7 The 1 6 9 The Recordings tab 6 15 The Notifications 6 17 The Call Handling 6 24 The Phone tab 6 28 The Dialing tabis sisin et i eiia e eiei on eee 6 33 The Permissions 6 37 The 6 40 Managing 5 6 41 Managing stations 6 43
139. CS software application employed by users on client computers Used to make and receive calls access voice mail create contact lists and so forth Also used to assign customized routing lists and greetings for specific users See also client p G 7 Client License A license purchased from Toshiba for each Client logged on to the Strata CS Server For example with five Strata CS Client licenses you can have a maximum of five simultaneous Client applications logged on to the Server Client Server A type of computing that splits processing between client computers and Server computers over a network Client computers manage the user interface make requests over the network to Server computers and perform local processing of data Server computers process client requests and return only the results needed Before client Server computing clients were dumb terminals that displayed data that was processed by a mainframe or minicomputer See also client p G 7 Server p G 22 Codec The technology that compresses and decompresses voice signals for transmission over an IP network When an IP link is established both devices negotiate a mutually supported codec that will be used Since one codec may be preferable to another GLoss 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL for bandwidth or voice quality reasons codecs are listed in the Strata CS Administrator in order of preference Strata CS supports the following codecs G 729
140. Config Builder General Configuration tel corporation All rights reserved 2 Click Settings and Support 4 e tel FreeRide Settings and Support 3 Make sure the Connect Using box matches the COM port into which the FreeRide phone is plugged To check that your selection is correct click Test After a few seconds a message box appears with the test results If the COM port is correct but the test has failed check the following items Make sure the phone has power Check the LCD display screen for characters Check that the serial cable is properly connected Check the COM port settings from Control Panel to make sure that there are no problems with the port Reboot the phone wait 20 seconds and then test communication again 4 When the test is successful click Done APPENDIX D USING QUICKNET AND E TEL WITH STRATA CS D 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 5 Onthe main Configuration Builder screen click Network Configuration e tel FreeRide Network Configuration 6 Enter the FreeRide phone s IP address and Subnet mask For these numbers contact your system administer or consult your LAN s configuration 7 Inthe Default Gateway boxes enter the IP address of the gateway on your LAN through which IP traffic to external addresses passes 8 Click Done When prompted to reboot your phone do so Start Configuration Builder again
141. IDENTIAL Variable format Each piece of information can vary in length with filler digits used as separators for example 4 DID digits and 5 ANI digits in the format DDDD AAAAA To collect the variable format digits in this example you must specify 3 separate actions to Strata CS using the procedure that follows The first action collects the filler digit that indicates the start of the DID information The digit type is Filler and the number of digits to collect is The second action collects the DID digits sent by the carrier The digit type is DID You collect a variable number of digits up to the separator digit The third action collects the ANI digits sent by the carrier The digit type is ANI You collect a variable number of digits up to the separator digit To collect digits on an analog trunk 1 2 In the Trunks view select the trunk Choose Trunks Analog Digit Collection The Analog Digit Collection dialog box lists the digit collection actions that have been defined already for this trunk Analog Digit Collection Wait 2000 milliseconds before collecting digits Current actions Get 7 DID digits Get 10 DID digits Get DID digits until a digit Type the number of milliseconds that you want Strata CS to wait for the analog DID interface device to send digits Click Add to add an action to collect the digits that you expect or Edit to modify the highlighted action
142. IDENTIAL Flash Quickly pressing and releasing the flash hook hang up button on a telephone handset cradle or pressing the flash button Signals a PBX or Centrex system that special instructions will follow such as placing a call on hold or transferring a call to another extension See also Centrex p G 6 private branch exchange PBX p G 20 Flash Hook The button in the telephone handset cradle that hangs up the phone and releases the phone to make another call The flash hook can also be used to send a flash signal to a PBX or Centrex system Some phones refer to this as the Link Button See also Centrex p G 6 private branch exchange PBX p G 20 Q 711 The IP codec supported by Strata CS It is supported by all H 323 gateways and terminals but uses high bandwidth It runs at 64 kbs G723 1 The IP codec supported by Strata CS The best codec for use with Intimating and other H 323 terminals it runs at 5 3 kbs or 6 3 kbs G729A The IP codec supported by Strata CS The best codec for Strata CS Server to Strata CS Server connections providing a good balance between sound quality and bandwidth It runs at 8 8 kbs Global Contact A contact record name address and so forth that is accessible to all Clients on a Strata CS Server See also personal contact p G 19 GlobalCall Dialogic s protocol independent technology that allows an application to connect to a variety of 1 and networks using various protocols
143. IMINARY amp CONFIDENTIAL Run Robbed Bit Experimenter modify signaling information for example Pickup Hangup Digit Collection and then enable the device to pick up the changes RunISDIAG to place an outbound call to determine the correct call parameters You can then apply these parameters to the Strata CS registry enable the device and try it again Disabling a trunk does not allow you to modify Dialogic settings The following restrictions on modifying Dialogic settings still apply Youcannot modify Dialogic PRM file settings and have them take effect without restarting the Dialogic drivers Youcannot modify Dialogic DCM settings while the drivers are running You cannot disable a Dialogic board via the DCM without first stopping all devices Restarting stations or trunks The Strata CS Server periodically test stations and trunks to see if they are responding It automatically restarts stations and trunks whenever necessary The default testing interval is 5 minutes For information on modifying that setting or to turning it off see Monitor Interval in the section Strata CS Configuration Settings in Appendix Some error conditions may make a trunk or station unusable and you must restart the device manually For example if a single station shows the status Reorder restart it to re establish the connection to Strata CS Generally if the status of a device does not seem to reflect its a
144. INISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Logging on to the Administrator 1 Choose Start gt Strata CS Administrator The Log on dialog box opens 2 Ifyou want to change your default Server or station ID click Options to view the expanded dialog box You also can log on as a different user to access this dialog box User name omn Password OoOo Server STRSTACS Eg Station ID 209 Press 0 on your phone to hear your station ID Cancel Options lt lt 3 Type your User name A user called Admin exists by default To create other administrators you must add users to whom you give Administrator permissions see The Permissions tab on page 6 37 4 your Password The Administrator password is set to 100 at installation Change the password for the Administrator user after you log on for the first time see Creating a password on page 6 14 5 Ifyou want to log on to a different Server than the one already selected under Server choose a Server name on the drop down list 6 If you want to change your station ID enter a valid station ID in the Station ID field 7T Click OK For information about logging on to the Administrator using command line options see Appendix B The Administrator interface The Strata CS Administrator interface is composed of views see Working in views on page 2 5 Views are used in Strata CS to configure manage
145. M 7 the Holiday date 8 Choose if this is an All day holiday or Partial day holiday For a partial day holiday enter Work hours begin at Starting time for work on the holiday Work hours end at Ending time for work on the holiday 9 When you finish creating holidays click OK CHAPTER 4 DEFINING SYSTEM SETTINGS 4 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Call Log tab The Call Log tab contains settings for logging internal calls and for archiving the Call Log System Settings Logging internal calls By default Strata CS logs only external calls If Call Log information is important to you and you can afford the additional disk space you can log internal calls as well To log internal calls as well as external calls 1 Choose Tools gt System Settings and then click the Call Log tab 2 Under Configuration check Log internal calls Archiving the Call Log Over time Call Log information will begin to fill up your Strata CS database see Monitoring database and disk usage on page 11 11 To recover database space you can archive old Call Log information that is no longer needed to a location outside the database 4 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Archived information is permanently removed from the Strata CS database Use the Export command see Exporting the Call Log on page 11 11 to create a file
146. NetBios name for example Strata CS or an IP Address for example 123 12 76 102 Default is empty string PingTimeout DWORD value specifying the ping timeout duration If this is not set to 0 users who log on to the Terminal Server remotely will need administrator permissions to run the Client see Installing the Client on Microsoft Terminal Server in Strata CS Installation amp Maintenance Manual Default is 0 Address STRING value specifying the user s station ID Default is 0 Username STRING value specifying the user s Strata CS login name Defaultis empty string A 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Local Machine Settings The workstation application settings in this section are located in HKEY LOCAL MACHINE HKLM Software Toshiba Strata CS Client Client App Client Client App LoggedInUserId STRING value indicating the ID of the user who last logged in Default is empty string on installation HKLM SOFTWARE Toshiba Strata CS Client TSP MA O71 0 AW TSP HangUpCalls DWORD value specifying whether or not the current user can hang up calls in a TAPI client application that is using the Strata CS TAPI Service Provider This setting is important for GoldMine users Default is 1 Clients can hang up calls using TAPI functions A setting of 0 will prevent Clients from hanging up calls
147. ONFIDENTIAL See Forwarding calls over Centrex PBX trunks on page 6 27 for an explanation of the Attempt Centrex PBX Transfer field Note When you forward calls to a mobile phone make sure that you check Prompt recipient to accept or decline call See Mobile phone issues with forwarded calls on page 6 27 Under When forwarding calls to an external number choose any of the following n Call number for seconds Determines for how long a call rings at the forwarded phone before proceeding to the next step on the user s routing list usually voice mail If the option Prompt recipient for password or Prompt recipient to accept or decline call is checked described below you must allow at least 30 seconds Otherwise the call might be sent to voice mail before the user finishes listening and responding to the prompts n Prompt recipient for password If checked the person who picks up the phone hears Call for lt the user s voice title gt Please connect me To be connected to the caller the user must enter a valid Strata CS password Choosing this option ensures that only users can receive their forwarded calls This option is used only when calls are forwarded to an external number and the user has a voice title recorded See Recording the new user s voice title and greeting on page 6 41 n Prompt recipient to accept or decline call If checked when the user picks up the phone Strata CS announces the c
148. Onthe General tab enter the following basic information about the dialing service CHAPTER 8 MANAGING OUTBOUND CALLS 8 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Name access code Choose a name and access code that will make it easy for the users to select this dialing service when placing a call See Tips on access codes and names for services on page 8 7 Enabled To make this dialing service available to users leave Enabled checked Clearing the checkbox disables the dialing service so that users cannot select it Disabling can be useful if you want to click OK before you are finished defining the dialing service or later if you want to change or troubleshoot the dialing service Hidden To hide this dialing service in the Client check Hidden This setting is typically enabled to hide dialing services that you use for testing purposes or only want to make available to users through a Routing dialing service A hidden service is still accessible to phone users n IP Gateway Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server To create a new IP Gateway click the IP Gateway button See Creating an IP Gateway on page 13 9 Remote Server s Phone Number service access code Use this field to specify the dialing service that the remote server will use to place outbound calls Enter the access code of a Phone Number dialing service on the remote Server typic
149. Phone o IP to Centrex APPENDIX D UsiNG QUICKNET AND E TEL WITH STRATA CS CHAPTER CONTENTS Using Quicknet hardware with Strata CS D 2 Using an E tel FreeRide IP phone with Strata CS D 12 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using Quicknet hardware with Strata CS Quicknet s Internet PhoneJACK Internet LineJACK and Internet PhoneCARD are standard H 323 terminals that enable you to use a regular analog telephone to make or receive calls over the Internet or an IP network by using Strata CS s Internet Telephony support You can set up a remote Strata CS extension that is connected to your Strata CS Server over TCP IP If your Strata CS Server has a Dialogic IPLink board installed you can use a phone connected to a Quicknet card to access Strata CS over IP This appendix contains two sections one for Internet Switchboard version 3 5 and one for version 4 0 Refer to the section for the version you use n For Internet Switchboard 3 5 see the next section For Internet Switchboard 4 0 see page D 6 Using Quicknet with Internet Switchboard 3 5 Setting up Quicknet to dial Strata CS 1 Start Internet Switchboard if it is not already running Choose Start gt Programs gt Internet Switchboard gt Internet Switchboard 2 Choose Phone gt Switchboard Wizard Click Next to continue 3 the Main Switchboard wizard screen choose Telephone Gateways from t
150. Phone Number service Internet trunks Internet to Centrex PBX Extension service Internet trunks Selected trunks Lists the trunks that will be allocated from this dialing service Use the up and down arrows to move a trunk higher or lower in the list Location Settings tab The Location Settings tab is used by Phone Number dialing services see page 8 10 and Internet to Phone dialing services see page 8 15 Strata CS uses location information to format and dial telephone numbers entered in the Client or collected from caller ID information 1 Click the Location Settings tab Untitled Phone Number Service x General Trunks i Settings Dialing Exceptions Permissions Country Region United States of America 1 7 Long distance prefix fi Intemational prefix oi 1 Area code ei 7 Iv Dial local numbers without area code T 20221679 feres OK Cancel 2 Identify the local and long distance phone number formats used to dial using this service Note When using this tab to create an Internet to Phone Number dialing service these values must match those on the remote Strata CS Server Country Region Location of the Strata CS Server 8 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Long distance prefix Prefix required to dial a long distance number from the Server location In the U S enter 1 Outside of the U S
151. RATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Direct Inward Dial DID Also called DID A telephone company service that assigns up to 50 different numbers to a single analog line When answering calls DID information is used to determine which number the caller dialed and then to deliver the call to that number Strata CS uses DID to assign each user a unique 7 digit phone number so callers can dial it to reach a user directly without having to go through an auto attendant See also analog line p G 3 auto attendant p G 3 Directory A list of names phone numbers and other related information See also voice mail p G 26 Driver The low level software that provides an API to hardware The drivers for the Dialogic boards are required to run Strata CS See also Dialogic driver p G 10 Dual Tone Multi Frequency DTMF Also called DTMF The touch tone signaling format used by home or business touch tone phones See also Multi Frequency MF p G 18 E amp M Signaling The most common supervisory signaling protocol used to interconnect PBXs or to connect a PBX to a 1 carrier See also private branch exchange PBX p G 20 T 1 p G 24 E Mail Notification A Strata CS feature that sends e mail messages to users when they receive new or urgent voice messages E mail notifications can include voice messages attached as WAV files See also WAV file p G 27 E1 The European version
152. RATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Illustration of an IP Gateway The following diagram illustrates Strata CS Servers in London and Boston connected using an IP Gateway London phone at User in Boston dials 71 access code for an Internet to The London Server phone Phone Number dialing service and 84 22 00 a London automatically dials 84 22 00 84 22 00 receives using a Phone Number the call telephone number dialing service Boston London Server Internet or Server private IP network 6 6 User in London dials 74 access code for an Boston extension 110 The Boston Server automatically Internet to Centrex PBX dialing service and receives the call dials extension 171 171 an extension on the Boston Server In the top example the administrator at the Boston Server set up an Internet to Phone Number dialing service with an access code of 71 The London Server has a Phone Number dialing service Users in Boston can now dial phone numbers in London by dialing 71 followed by the phone number In the bottom example the administrator at the London Server set up an Internet to Centrex PBX Extension dialing service configured to connect to the Boston Server s internal dial tone with an access code of 74 Users in London can now dial extensions in Boston by dialing 74 followed by the extension Note You can enable users to dial remote extensions directly without dialing the
153. RATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Recording system prompts You may want to record over system prompts for some of the following reasons You want your custom prompts and system prompts to be recorded with the same voice You wantto change the message text of a prompt for example the Welcome message You have access to voice talent that you prefer over the existing Strata CS voices You have localized the telephone commands for a language not provided with Strata CS see Localizing the telephone commands on page 12 12 and want to record all the prompts in that language as well Recording options You can record in the one of the following ways Record the system prompts professionally using a voice vendor experienced in telephony recordings Record over the system prompts yourself using the Strata CS Administrator your telephone and a VAP tool About the sentence file The sentence file is a text file that contains all the voice prompts and the sentences they form The American English sentence file is located in C Program Files Strata CS Server TVLEN00 INI Note ENOO identifies American English files Strata CS includes two other sets of system prompts EN10 identifies British English files ESOO identifies Latin American Spanish files About the VAP and VOX files Strata CS prompts are contained in n The VAP file an indexed file containing individual rec
154. S ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL This table list the available components in the Strata CS documentation set and the presentation format Document Printed Acrobat PDF ook Strata CS Installation amp Yes Yes Yes Maintenance Manual Strata CS Administrator Yes Yes Yes Manual Strata CS Client User Guide Yes Yes Yes Strata CS Call Center Administrator Guide ee d Yes SDK and API Programming Yes No Yes Guide Strata CS Quick Reference Yes Yes Yes Card Notes n The online books are available in HTML based format To access an online book click Help gt Online Books from any Strata CS application n The PDF formatted books are available on the Strata CS CD in the Manuals directory Use Adobe Acrobat Reader also available on the Strata CS CD to view and print these files Your Strata CS provider Contact your Strata CS provider for technical support To view your provider s contact information choose Help gt About from the Strata CS Client or Administrator CHAPTER 1 OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS 1 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 2 THE STRATA CS ADMINISTRATOR CHAPTER CONTENTS About the Strata CS Administrator 2 2 The Administrator interface 2 3 Performing basic actions in the Administrator 2 8 BETA DOCUMENT PRELIMINAR
155. SentItemsFolder DWORD value specifying whether or not to purge the Sent box in a Lotus Notes based e mail system each time an e mail notification includes an attached voice message If you are not using an e mail system based on Lotus Notes you do not need to define this setting For more information see Using Lotus Notes for e mail notification in Strata CS Installation amp Maintenance Manual Default value is 0 specifying that the Sent box should not be purged A value of 1 indicates that the Sent box should be purged ExternalCallOfferingDelay DWORD value specifying the wait in milliseconds before Strata CS starts call offering on a trunk for routing lists and call forwarding This setting applies to normal PSTN calls analog RB T1 and ISDN For IP calls where a positive indication of connection is received use ExternalCallOfferingDelayConnected Default is 8000 milliseconds ExternalCallOfferingDelayConnected DWORD value specifying the wait in milliseconds before Strata CS starts call offering on a trunk for routing lists and call forwarding This setting applies to IP calls where a positive indication of connection is received For normal PSTN calls analog RB T1 and ISDN use ExternalCallOfferingDelay Default is 100 milliseconds LogPath STRING value specifying the subdirectory in which Strata CS Server log files Tv1ogxxx TXT will be created If this registry value does not exist or points to an inva
156. Server DefaultMailboxSize DWORD value that specifies default size for a new mailbox Default value is 20 Server Dial911AtDialtone DWORD value that specifies whether the emergency number can be dialed at the internal dial tone Default value is 1 yes Can be set to 0 no Server E911RingDuration DWORD value that specifies the number of milliseconds to ring E 911 stations before dialing out of trunk Default value is 15000 millseconds 15 seconds System items on the Server database Server InternalDialtoneTrunkFirstTimeout DWORD value that specifies the dialtone duration in milliseconds before the trunk goes to reorder when a user is logged in remotely Default value is 180000 milliseconds Server InternalDialtoneTrunkSecondTimeout DWORD value that specifies the dialtone duration in milliseconds after a remote party hangs up before the station goes to reorder when a user is logged in remotely Default value is 180000 milliseconds Server InternalDialtoneStationFirstTimeout DWORD value that specifies the dialtone duration in milliseconds before the station goes to reorder Default value is 25000 milliseconds Server InternalDialtoneStationSecondTimeout DWORD value that specifies the dialtone duration in milliseconds after a remote party hangs up before the station goes to reorder If there is a PBX behind Strata CS that uses the reorder tone as a disconnect tone you may want to decrease this value
157. T1 Experimenter Sendandreceive For T1 lines with ANI or DID DNIS service only the signaling type DTMF or MF used for inbound digit collection You can also set this in the Robbed Bit T1 Experimenter Description A description of the span typically including the main phone number of the span 3 OntheSignaling tab review the event definitions for your T1 trunk that you specified using the Robbed Bit T1 Experimenter The definitions must match your carrier s definitions for the trunk to work To change a definition use the Robbed Bit T1 Experimenter see Configuring signaling using the Robbed Bit T1 Experimenter on page 5 13 5 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Undefined Robbed Bit T1 Span 3 Trunks Event Definition A Incoming call Wait for amp high B high Line drop Wait for low B low Inbound pickup Send high B high Dutbound pickup Send high B high Hangup Send low B low Initialize Send low B low Digit collection undefined his event defines what is received from the central office when a call is coming in Ask your ione company What are 4 and B bits set to when get an incoming call Apply Template Edit Note If you are running the Administrator on the Server click Edit to start the Experimenter Otherwise you must run the Experimenter on the Strata CS Server 4 On the Trunks tab set the default values for the
158. TA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Registry keys on the current computer Database ConnectionTimeout DWORD value that specifies the amount of time in seconds to wait before timing out when connecting to the database Default value is 15 seconds Device Monitor RefreshInterval DWORD value that specifies the interval in minutes between Device Monitor application refresh cycles Default value is 5 minutes System items on the Server database ACD NoAnswerTime DWORD value that specifies the how long to wait after an agent in a call center queue fails to answer a call before offering that agent another call Default value is 30 seconds CPAConnectDelay DWORD value that specifies the delay in milliseconds after call progress analysis returns the connected result before marking an outbound call as connected Increasing this value may help discriminate between abandoned and connected calls Default value is 1000 millseconds Call Monitor Hold Conference Parties DWORD value that specifies whether or not external conference parties may be put on hold Default value is 1 true A value of 0 would specify that parties may not be put on hold Server AllowCallsWithoutUsers DWORD value that specifies whether or not to allow conference calls with no users that is all parties have left the conference and external transfers of external calls Default value is 1
159. TOS H Telecommunication Systems Division StratacSs Communication Server Release 4 0 Administrator Manual BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Publication Information Toshiba America Information Systems Inc Telecommunication Systems 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 America Information Systems Inc Telecommunication Systems Division also reserves the right without prior notice to make such changes in equipment design or components as engineering or manufacturing methods may warrant SCS AG ADMR4 VC 4016190 Version C June 2001 Copyright 2001 Toshiba America Information Systems Inc Telecommunication Systems 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 is a registered trademark of Toshiba Corporation Microsoft Windows and Windows NT are registered trademarks of Microsoft Corporation SQL Server is a trademark of Microsoft Corporation Adobe and Acrobat are registered trademarks
160. To assign multiple DID numbers to a workgroup separate each number with a comma For more information about DID see ANI DID digit collection on page 5 5 Adding a voice title After you create a workgroup you can add a voice title so the workgroup can be listed in the dial by name directory For more information see Using the audio controls on page 2 10 Transferring unanswered calls You can specify the number of seconds before a call is transferred to the operator By default Strata CS transfers the call to the workgroup s operator a person designated to answer calls for the workgroup whenever the time out parameter is exceeded To transfer calls to another user for example a departmental operator or other auto attendant select the user from the if no answer transfer drop down list on the Dialing tab Listing workgroups in the dial by name directory You can choose to have the workgroup displayed in the organization s dial by name directory or to play the workgroup s extension when the extension number is dialed after the time limit has expired for the phone to ring CHAPTER 7 MANAGING WORKGROUPS 7 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 8 MANAGING OUTBOUND CALLS CHAPTER CONTENTS About dialing 8 2 The Dialing Services view 8 4 How you can use dialing services 8 5 6
161. To leave a message press 1 or press to return to the menu after they hear a user s voice mail greeting If unchecked the default callers go directly to voice mail Setting up Microsoft Exchange synchronization If your organization is using Microsoft Exchange Server for e mail you can choose this option to synchronize Strata CS voice mail messages with the corresponding e mail notifications in Exchange on a per user basis Synchronization behavior depends on whether e mail notifications have voice attachments or not as follows Ifa voice message is attached to an e mail notification the following occurs n Moving a voice message from the Inbox folder to the Deleted folder or the reverse in either system moves the voice message on the other system as well For example messages deleted from the Strata CS Inbox are deleted from the Exchange Inbox as well n A voice message in Strata CS is deleted permanently when the associated e mail notification in Exchange is deleted or is moved to any folder other than the Inbox or Deleted folder in Exchange Ane mail notification in Exchange is deleted permanently when the associated voice message is deleted permanently in Strata CS If the voice message is not attached to an e mail notification the following occurs Ane mail notification in Exchange is deleted permanently when the associated Strata CS voice message is deleted either via the Client or telephone commands
162. Trunks tab span 9 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL For more information about routing inbound calls on a trunk see Chapter 5 Managing Trunks and Spans Routing calls to workgroups You can have incoming calls ring the phones of all users in a workgroup at the same time The first user to answer the call is connected to the caller This feature is handy for departments or small offices in which it does not matter who answers an incoming call Simultaneous ring is one of several distribution algorithms that you can use with ACD workgroups An ACD automatic call distribution workgroup distributes calls to one or more ACD workgroups that handle incoming calls See Strata CS Call Center Administrator Guide for more information about routing calls to ACD workgroups CHAPTER 9 HANDLING INBOUND CALLS 9 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 10 UsiNG ACCOUNT CODES CHAPTER CONTENTS About account codes 10 2 Setting up account 10 3 How users enter account 10 7 Viewing account codes in the Call Log 10 8 Generating account code 10 8 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About account codes Strata CS allows you to track your phone traffic by having users enter a
163. Usercannot connect to the Strata CS database Workstation application does not start Workstation application closes unexpectedly For distributed problems problems that occur with both a workstation application running on a user s computer and the Strata CS Server run the Wizard on the user s computer Then run the Wizard on the Server so that 11 22 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL you create a single problem report package See Reporting distributed problems on page 11 24 Examples of distributed problems include Problems with specific calls in the Client or Administrator Call Monitor Problems with specific voice messages in a Client voice messages folder Call handling problems that involve the Client or Administrator Call Monitor calls cannot be conferenced for example User cannot make outbound calls from the Client Reporting a problem with a specific call or voice message When you need to report a problem with a specific call or voice message locate the problem call or the call that left the problem message in the Call Log and before you begin to create the problem report package You will need to paste the call record into the appropriate Wizard window Reporting Strata CS Server problems If you experience a problem with the Strata CS Server run the Problem Report Wizard on the Server The Wizard automatically collects the required
164. VoiceBoard lt n gt where lt n gt is the Dialogic board number see Dialogic voice board device names on page A 15 for an explanation of board numbering conventions Server VoiceBoard lt n gt Key Default Description DXDB_CHNUM Channel number Number of channels on the board DXBD FLASHCHR amp Flash Character Character that causes a hook flash when detected DXBD FLASHTM 50 Flash Time Length of time onhook during flash DXBD MAXPDOFF 50 Maximum Pulse Digit Off Maximum time loop current may be off before the existing loop pulse digit is considered invalid and reception is re initialized DXBD MAXSLOFF 25 Maximum Silence Off Maximum time for silence being off during audio pulse detection DXBD MINIPD 25 Minimum Loop Interpulse Detection Minimum time between loop pulse digits during loop pulse detection DXBD MINISL 25 Minimum Interdigit Silence Minimum time for silence to be on between pulse digits for audio pulse detection DXBD MINLCOFF 0 Minimum Loop Current Off Minimum time before loop current drop message is sent DXBD MINPDOFF 2 Minimum Pulse Detection Off Minimum break interval for valid loop pulse detection A 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Server VoiceBoard lt n gt Key Default Description DXBD_MINPDON 2 Minimum Pulse Detection On Minimum make interval for valid loop pulse d
165. Y amp CONFIDENTIAL About the Strata CS Administrator The Strata CS Administrator is a Microsoft Windows program that lets you configure monitor and manage your Strata CS system Through the Administrator you can control the following items System settings see Chapter 4 Trunk configuration see Chapter 5 User configuration and permissions see Chapter 6 Workgroups see Chapter 7 Dialing services see Chapter 8 Auto attendants see Chapter 9 System prompts see Chapter 12 IVR Plug ins see Chapter 14 Queues see Strata CS Call Center Administrator Guide This chapter describes logging on to the Administrator using the interface of the Administrator and performing basic actions in the Administrator Linking computers and phones Strata CS runs simultaneously on two communication systems Your internal telephone wiring Connects the Strata CS Server to users telephones around the office AMicrosoft TCP IP Local Area Network Connects the Strata CS Server to users Windows PC workstations This network is required if users will be running the Client or the Administrator on a computer other than the Server This is the typical setup in most installations For information about the network and phone wiring in your office consult the appropriate vendor For details on configuring the network for Strata CS see Strata CS Installation amp Maintenance Manual 2 2 STRATA CS ADM
166. a CS documentation and from your Strata CS provider Strata CS documentation Strata CS includes the following documentation n Strata CS Administrator Manual This manual contains instructions for configuring and managing your Strata CS system including Strata CS Administrator system settings licenses trunks and stations users dialing services auto attendants inbound and outbound call routing and system prompts Strata CS Client User Guide This manual describes how to use Strata CS s Client Web Client Contact Manager Assistant TAPI Service Provider features and the telephone commands Strata CS Call Center Administrator Guide This manual contains complete instructions for setting up and maintaining a call center in which multiple agents answer calls to a single number such as a sales or customer support department Strata CS Quick Reference Card This wallet sized card is a convenient reference for the Strata CS telephone commands Strata CS Quick Reference Guide This quick start guide for new users describes basic Strata CS commands for the Client and telephone Strata CS SDK and API Programming Guide This manual describes how to extend Strata CS s built in features using the Client API the IVR Plug in API and Device Status API Online Help Context sensitive Help is available in all Strata CS applications To access Help in the current dialog box click the Help button or press Fl 1 10 STRATA C
167. a notification during the following times The user receives notification only during the times specified in the schedule 6 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To add a schedule entry 1 To add a schedule entry click Add The Schedule Notification dialog box opens Schedule Notification This schedule entry occurs C During nonbusiness hours After business hours on workdays C nonworkdays Business Hours C holidays C During custom hours v Enable this schedule action Cancel 2 view or change the business and holiday hours used for scheduling or to create other sets of business hours click Business Hours See To define business hours and holidays on page 4 6 3 Under This schedule entry occurs choose one of the following time periods during which you want to notify the user of new voice messages The examples below assume that business hours are Monday through Friday 9 00 a m to 5 00 p m and that the setting shown in the previous illustration has been made During business hours In this example notifications are not sent during business hours During nonbusiness hours Notifications are sent at all times other than business hours including early mornings evenings weekends and holidays In this example notifications are sent Monday through Friday 5 01 pm to 8 59 am and on
168. ab Global dialing permissions Dialing permissions can be set on a per user basis or globally for all numbers dialed using a Phone Number dialing service It is recommended that you first set up dialing permissions at the dialing service level see Permissions tab on page 8 26 Then set user permissions only for those exceptions to the service defaults when you need to allow or disallow additional numbers A user who attempts to dial a restricted number hears the message Sorry you do not have permission to dial this number A user cannot include a restricted number in a routing list or forward calls to a restricted number Commonly blocked numbers include those listed in the following table Prefix Blocks 1 Long distance calls Be aware that in some areas this may block local calls as well 011 International calls 1550 Group conversation lines 1554 Adult information services 1900 Long distance programs 1976 General information programs To block the same numbers for all users add a Phone Number dialing service that blocks the numbers see Adding a Phone Number dialing service on page 8 10 6 34 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL See Permissions tab on page 8 26 for more information about setting dialing permissions including a detailed example and an explanation of the order in which dialing permissions are applied Setting
169. abs in the User dialog box When you integrate a third party device you may need to indicate how to send DID or extension numbers to the station as touchtone digits DTMF Consult the documentation for your third party device for more information on the kind of DTMF information that is required Note Some third party devices require a delay before digits are sent to the device To specify this delay change the SendDigitsToStationDelay registry setting see Modifying other supported Strata CS settings on page A 28 To send DID information to a device as DTMF on the Phone tab select one of the following methods from the Send digits to station drop down list Donotsend digits If you are not integrating a third party device accept the default method No DTMF digits are sent n Send DID from PSTN Send the DID number as digits from the trunk on which the call arrived n Send user s extension number Send the extension number of the calling user as DTMF digits Sendcall type and extension number Send the call type and extension number as DTMF digits This method is described in detail in the next section 14 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL g Untitled User x General Recordings Notifications Call Handling Phone Dialing Permissions Other Use the following features on this user s phone Caller ID Caller ID on call waiting
170. access code See Creating Gateway users to unify two Strata CS Servers on page 13 17 To establish the TCP IP connection each administrator creates an IP Gateway that points to the other Server The administrator can use the IP Gateway on his local Server to control dialing permissions for incoming calls For example the London administrator can prevent Boston users from making long distance calls through his Server by changing the dialing permissions of the Boston IP Gateway Creating an IP Gateway To connect two Strata CS Servers over IP Gateways administrators on each Server must create an IP Gateway that points to the other Server For example on an IP Gateway connection between Boston and London the Boston Server has an IP Gateway called London and the London Server has an IP Gateway called Boston Each IP Gateway has an extension and password that the other IP Gateway uses to log in when connecting IP Gateway calls CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The IP Gateway s extension is not meant to be dialed directly it does not appear in the Client or the dial by name list and calls to that extension will not go through The extension is merely used behind the scenes to let remote Servers connect You can use the IP Gateway to control remote users dialing permissions when placing calls through your Server For example if you are the administrator
171. access code you enter here 3 Enter all other information necessary to create the dialing service For instructions see Adding an Internet to Centrex PBX Extension service on page 8 17 4 Click OK on any tab to add the dialing service Users can now place outbound Centrex PBX calls as if from the remote Server by dialing the access code plus the Centrex PBX extension for example 74 5252 Creating Gateway users to unify two Strata CS Servers IP Gateway users are a way to connect two Strata CS Servers over the Internet or an IP network so that users on both Servers appear to be of the type User From the users perspective the two Servers become a single Strata CS site When you configure two Servers in this way users can CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Dialany user s extension directly without an access code Seelocal users and remote users listed together in the Client s Users view Place Call To dialog box and all other places where a list of users appears Select any user when placing a call transferring a call or creating a conference call Search for any user in the dial by name directory Forward calls to any extension or include any extension in a routing list From the users perspective IP Gateway users appear identical to local users of the type User except that IP Gateway users hook states do not appear in
172. ady showing Right click in the SpeedDials pane and choose New gt Gateway The H 323 Gateway dialog box opens Internet SwitchBoard x Telephone Number we al Internet SwitchBoard 4 0 102 0 Ready for Call m C PROGRAM FILESXQUICKNETNINTERNET SWITCHBOARD SpeedDial Sg Preferred P PC to d 7 Quickr Rename Delete G ay Prefered Gatekeeper Fax Properties 4 Enter the required information in the following fields in the H 323 Gateway dialog box n Top unlabeled field Enter a name for new H 323 Gateway Number Enter one or more digits that you want to serve as the access code for this Gateway Even though you will make this Gateway Preferred so that you will never have to dial the access code you must still enter a number Do not enter a number that is the same as a Strata CS dialing service access code Gateway Enter the same name that you entered in the top unlabeled field APPENDIX D UsING QUICKNET AND E TEL WITH STRATA CS D 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Address Enter the IP address of the Strata CS Server s Internet span Ask your Strata CS system administrator for this number Account Enter your Strata CS extension PIN Enter your Strata CS password The extension and password are sent to Strata CS behind the scenes so that Strata CS automatically logs you in when you make a call 5 Click OK to return
173. all waiting Message waiting indicator IV Stutter tone r Pad extensions when sent as Caller ID Padding position Padding character 0 Settings Ring phone for 20 seconds Send digits to station not send digits z Previous Nest OK Cancel Activating features for CLASS phones Under Use the following features on this user s phone check each of the following features that is supported on the user s phone These options can also be set in the Strata CS Client Caller ID Strata CS sends caller ID name and phone number to the user s phone on an incoming call along with the date and time of the call Caller ID is sent for Strata CS users and external callers as well as for contacts who can be identified by Strata CS Strata CS may also send indicating that the calling party blocked transmission of caller ID O indicating that caller ID information was not available 6 28 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Caller ID on call waiting Strata CS delivers caller ID information while the user is on another call so the user can decide whether or not to accept the incoming call When this option is used the first call waiting beep is a different tone than the second beep that because the first beep is a special ADSI Alert Tone You can change the volume of the first beep by modifying t
174. aller Call from and intended recipient Call for and offers the option to accept or decline the call Declined calls proceed to the next step in the user s routing list usually voice mail This option is used only when forwarding calls to an external number When forwarding to an internal extension the user s call screening settings are used See The Call Handling tab on page 6 24 Select Ignore call rules and use Standard routing list if you want to sends all of the user s incoming calls to the forwarded phone This setting disables the user s call rules and uses the Standard routing list for all calls See Strata CS Client User Guide for an explanation of routing lists and call rules Leaving this field unchecked keeps the user s active routing list and call rules in effect which means that some calls might ring elsewhere than the forwarded phone Click OK 6 26 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To turn the user s call forwarding off uncheck Forward Calls in the Call Forwarding dialog box Mobile phone issues with forwarded calls Calls to a mobile phone are picked up by the mobile phone company first and then passed to the individual phone When Strata CS detects the first pickup it stops proceeding down the routing list whether or not anyone has actually answered the mobile phone For this reason when forwarding calls to a mobile phone always
175. ally 9 3 Trunks tab Click the Trunks tab see Trunks tab on page 8 18 and choose the trunks that this dialing service will use to place calls 4 Codecs tab Click the Codecs tab see Codecs tab on page 8 21 and choose whether to default to or override the codecs specified for the Internet span used by the service 5 Location Settings tab Click the Location Settings tab see Location Settings tab on page 8 20 and specify the location of the Strata CS Server Location information enables Strata CS to determine whether it needs to add a long distance prefix international prefix or area code to the number before dialing 6 Click OK on any tab to add the dialing service Note If you have problems sending digits to external phone systems when dialing out on an Internet to Phone Number service try increasing the DTMF Gain and DTMF On time parameters on the Tuning tab of the remote system s Internet span See Fine tuning your IP connection on page 5 24 8 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding an Internet to Centrex PBX Extension service You use an Internet to Centrex PBX Extension service to dial any number such as an extension or 411 or to log in to Strata CS from the remote Server s dial tone You can also use an Internet to Centrex PBX Extension service to dial Centrex or PBX extensions or other custom numbers from a remote Strata CS Server For complete inf
176. ame such as voip mycompany com See Adding an Internet Address service on page 8 14 n nternet to Phone Number service Gateway service used to dial a phone number through another Strata CS Server at a remote location The call connects to the remote Server using the Internet or a private TCP IP network and then the phone number is dialed from that Server See Adding an Internet to Phone Number service on page 8 15 8 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL n Internet to Centrex PBX Extension service Gateway service used to dial Centrex or PBX extensions or other custom numbers through another Strata CS Server at a remote location The call connects to the remote Server using the Internet or a private TCP IP network and the number is dialed from that Server With this type of service you can directly dial a Strata CS extension on the remote Server or 411 or ff to log in to an account on the remote Server See Adding an Internet to Centrex PBX Extension service on page 8 17 Routing service A dialing service that routes calls through other dialing services See Routing services on page 8 29 for detailed information The default dialing service You may not need to create any dialing services Strata CS automatically creates a default dialing service named Phone Number with an access code of 9 Phone Number includes all phone number trunks analog or digital W
177. an Francisco CA 94103 USA Phone 415 864 5225 Fax 415 864 8388 E mail sales 9 quicknet net Web www quicknet net APPENDIX D USING QUICKNET AND E TEL WITH STRATA CS D 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using an E tel FreeRide IP phone with Strata CS E tel s FreeRide phone connects to your PC and LAN and enables you to make or receive calls over the Internet or a private IP network Using the FreeRide phone together with Strata CS s Internet Telephony support you can set up a remote Strata CS station that is connected to your Strata CS Server over TCP IP You can pick up the FreeRide phone and dial Strata CS extensions dial access codes such as 9 to place outbound calls through the Strata CS Server log in to your account and do anything else you could do from a normal Strata CS station For instructions on connecting a FreeRide phone and installing Configuration Builder please refer to your e tel documentation To set up a FreeRide phone as a Strata CS station you must make the following changes to the configuration of the FreeRide phone using e tel s Configuration Builder software Setting up a FreeRide phone to connect to Strata CS The following instructions describe how to configure a remote e tel FreeRide phone to act as a Strata CSS station 1 Start e tel s Configuration Builder software 4 e tel FreeRide Configuration Builder Corporation Network Configuration Exit
178. an extension that tells callers how to dial him Default Station ID Temporary Station x The User has a default station that tells Strata CS where to ring him but he can change to a temporary station with call forwarding A Client computer also has a default station so that whoever logs into the Client from it can use its phone to make recordings and place calls Itis important to understand the distinction between a user s extension and station ID Extension The number that callers dial to reach the user not the number they dial to reach the telephone on the user s desk Because users can set up call forwarding or routing lists to route their calls elsewhere a call to user s extension might actually ring another phone in the office their home phone a cell phone and so on Station ID The station ID represents the physical telephone jack assigned to the user A station ID is never dialed The number corresponds to the MSI board interface that the phone is plugged into To identify a phone s station ID pick up the phone and dial 0 6 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Assigning multiple users to the same station You can give multiple users the same station ID which means they share the same phone Outgoing calls from the phone are attributed in the Call Log to the user who logged on most recently For example Steve and Dorothy work diffe
179. an external number in which the caller did not dial an extension from an auto attendant In other words a call using a DID number or a trunk that is set up to connect directly to a user See also auto attendant p G 3 direct inward dial DID p G 11 external call p G 12 internal call p G 15 External Transfer A call transferred to a number outside the Strata CS phone system See also blind transfer p G 4 supervised transfer p G 24 transfer p G 25 Fast Busy Tone An audible tone that indicates all trunks are busy processing other calls See also trunk p G 26 Fax Server A server that is set up to send and receive faxes on behalf of networked clients See also client p G 7 Server p G 22 Fax On Demand Also called fax back A combination of fax and voice processing technology that allows a person to call a computer and request that a catalog of available documents or one or more specific documents be faxed to them Feature Phone A business phone that has features such as a display message waiting light and specialized buttons for speed dial transfer conference and so forth See also speed dial p G 23 Final action An action that Strata CS initiates when a caller reaches the final step of a routing list Final actions include send to voice mail hang up transfer and so forth See also routing list p G 22 GLoss 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONF
180. and monitor the components of the Strata CS system CHAPTER 2 THE STRATA CS ADMINISTRATOR 2 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL This section introduces the Strata CS Administrator s views explains how to work in views and shows you how to perform basic tasks in them It also explains how to work with voice files View Description See Add edit and delete Strata CS users Includes changing passwords and Chapter 6 PA Users allotting users disk space for voice Managing Users and Stations mail messages and greetings roe eaaa E orkgroups contacts Managing Workgroups your Strata CS system o the publi 8 Trunks Dione Managing Trunks and Spans Create and manage dialing services Dialing which define outbound trunk Chapter 8 Services allocation and dialing behavior for Managing Outbound Calls groups of trunks Device View and manage Strata CS stations Chapter 11 m Monitor and trunks Monitoring amp Backing Up Auto Create modify and delete auto Chapter 9 el Attendants attendants Handling Inbound Calls Create and manage groups of agents Strata CS Call Center B Queues in Strata CS call center queues Administrator Guide Listen to and change recordings used System for standard system prompts and cua E i Prompts auto attendants ystem Prompts View a record of the calls made Chapter 11 Call Log the system Monitoring
181. ansfers a call to another extension without first speaking to the recipient See also external transfer p G 12 supervised transfer p G 24 transfer p G 25 Blocked Number phone number that cannot be accessed from any Strata CS Client because it has been blocked by the Strata CS system administrator See also blocking p G 4 Blocking Also called call blocking A Strata CS feature that enables the Strata CS system administrator to prevent Clients from calling a specific telephone number or certain types of telephone numbers For example access to long distance numbers international numbers and group conversation lines can be blocked by the Strata CS system administrator See also blocked number p G 4 Browser A software application that is used to view HTML pages or Web sites Strata CS supports Netscape Navigator and Microsoft Internet Explorer browsers Business Communications Platform BCP Also called BCP The Dialogic hardware used to connect analog telephone trunks and user extensions to the Strata CS Server The BCP also provides telephony functions such as recording voice files playing voice files and processing touch tone digits See also touch tone digit p G 25 trunk p G 26 Call connection between two parties people or machines Also the actions and operations required to establish and maintain a connection between two parties Call Accounting A system that stores and organizes call deta
182. ansform a phone number with a unique city area code and or number into a number that can be dialed in this area City Area code Number Dial as Pv o For example dialing 1 617 555 1234 will call 555 1234 cot sow noe For information about importing and exporting dialing exceptions see Exporting and importing dialing exceptions on page 8 25 3 In the Dialing Exception dialog box add a default dialing rule for each city or area code for which you want to define exceptions a City Area code Enter the city or area code Dialas Select a dial string from the drop down list This string will be used to dial all calls to this city or area code that do not match any of the exceptions that you define below In this example the default CHAPTER 8 MANAGING OUTBOUND CALLS 8 23 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL dialing rule for the 617 area code has been defined Click Apply to save the default dialing rule 4 In Number enter the exchange within the selected City Area code that requires a dialing exception Select the Dial string to be used for calls to this exchange from the drop down list In the following figure the dialing exception for the 235 exchange has been defined Untitled Dialing Exception Please specify a dialing exception where Starta CS will transform phone number with a unique city area code and or number into a number that can be dialed in this area
183. ant to be dialed and does not appear in the Client or the dial by name directory Calls to the extension will not be connected The IP Gateway s extension is used behind the scenes to connect to the remote Server to complete IP Gateway calls 5 Enter a Password for the IP Gateway and enter it again in the Confirmation field Add Comments to further identify the IP Gateway Under Operator select the extension to which callers using this IP Gateway are transferred when they press 0 from within the local system For example a user on the remote Server might call a user on this Server using this Gateway and press 0 while in the local user s voice mailbox 8 Under Telephone prompts select the language of the Telephone Commands as heard by users on the remote Server who log in to the local system using this IP Gateway 9 Under Remote specify the following information about the remote Server Remote Server s IP address Enter the IP address in the format nnn nnn nnn nnn You can also enter the DNS name Remote IP Gateway s extension Enter the extension of the IP Gateway on the remote Server that points to this Server n Remote IP Gateway s password Enter the password of the IP Gateway on the remote Server that points to this Server 10 On the Permissions tab assign dialing permissions that limit the types of calls that can be made by remote users who make calls through this IP Gateway For example you might edit the lo
184. ata CS Server computer s NIC Description A description of the span Include the address of the span in the description for easy reference Number of trunks The number of trunks contained in the span Enter the number of channels available on the Dialogic DM3 IPLink board To find the number of channels available on your board refer to the model number of the board and Strata CS Installation amp Maintenance Manual Starting trunk number The starting trunk number of the span The numbers of the trunks belonging to this span are displayed If your system also has analog trunks the analog trunks must have the lower trunk numbers so if you have not added them yet leave room for them in your numbering of the span CHAPTER 5 MANAGING TRUNKS AND SPANS 5 21 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Send inbound calls to Select the auto attendant user or IVR Plug in that answers all inbound voice calls on the trunks in this span 3 Click the Trunks tab to specify how trunks in this span are used Accept inbound calls If checked the trunks are used for inbound calls Allow outbound calls If checked the trunks are used for outbound calls 4 Click the Codecs tab to view the default codecs used by this span for all inbound calls and as dialing service defaults for outbound calls If you must change Strata CS s default codec list see the next section Modifying Strata CS IP codecs Note You
185. bad then click this button A beep signals that recording has begun Stop When you are done recording you can either hang up or click this button 2 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL n Play To hear the recording click this button To move forward and backward within the recording drag the slider bar 480 seconds Importing and exporting voice files To import or export a voice file use the import or export buttons on the recording control as shown in the next table N Import You can import a voice file in or VOX format to a use for any Client recording greetings voice titles and so on Strata CS can import files with a frequency of 8Khz 11 025 Khz 22 05 Khz or 44 1 Khz You can also import an 8 KHz PCM VOX file u law format for North America and Japan a law format for other countries Export You can export any of your Client recordings including voice messages and recorded conversations to a WAV file Changing audio output Strata CS can play audio files over your telephone You can also play them on your computer if it has a sound card and speakers To hear audio output over the phone click the telephone button on the Ed status bar or choose Tools Audio Output Phone To hear audio output over your computer speakers click the speaker EF button on the status bar or choose Tools gt Audio Output gt Speakers CHAPTER
186. before automatically restarting a non responding device When an automatic restart is invoked a message is added to the Windows Event Log Device 1 is not responding restarting Defaultis 5 minutes MonitorRestart DWORD value If this is non zero when the system detects a nonresponding device it will attempt to restart it A non zero setting can cause problems when a device is not responding because it can result in slow database access Default is 1 APPENDIX A STRATA CS CONFIGURATION SETTINGS A 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL NumLogs DWORD value specifying the number of Strata CS Server log files Tvlogxxx TXT kept before they are overwritten Default is 1 PartyCustomDataMax DWORD value specifying the maximum size allowed in bytes for custom data attached to each party If a Client attempts to set custom data for a party that exceeds this size the attempt will be disallowed Defaultis 10000 bytes Q931DefaultSourceName STRING value used when forwarding incoming PSTN calls without caller ID to an Internet Address or gateway service The IPLink drivers will substitute the string Name unless another string is provided in the in source address This key should have the same value as the Company setting see page A 2 Default is Strata CS RefreshVMWI DWORD value specifying the number of milliseconds to wait before refreshing the CLASS phone message waiting lights Default is 5000 mil
187. bers from the list Using the Dialing tab Use the Dialing tab to enter the workgroup s Extension number and its DID number for external calls All of the information on the Dialing tab is optional Server Test Workgroup Lx General Dialing Extension 432 DID Voice title e 2 ae I List in dial by name directory Flay evtension ta the caller Calling this Workgroup will ring all users phones Bing time in seconds feo If no answer transfer Operator x 0 OK Assigning an extension Assign an Extension number that callers can dial to reach the workgroup For more information about extension requirements and restrictions see Assigning an extension on page 6 10 When no extension number is entered the workgroup cannot be called by the auto attendant or telephone commands and users cannot use the Workgroup pickup option 99 to retrieve ringing calls within their workgroup For more information about extensions see Strata CS Client User Guide 7 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Assigning a DID number to a workgroup You can assign a DID number to a workgroup from the block of numbers provided by your telephone When Strata CS recognizes this number as the final digits on an inbound call the caller is automatically connected to this workgroup bypassing the main auto attendant
188. bout installing and using the Experimenter see Strata CS Installation amp Maintenance Manual Adding the Robbed Bit T1 span in the Trunks view After you configure signaling on the span correctly using the Robbed Bit T1 Experimenter you can add the span in the Administrator CHAPTER 5 MANAGING TRUNKS AND SPANS 5 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 1 Choose Trunks New Trunk Robbed Bit T1 Span A new Robbed Bit T1 Span dialog box opens Undefined Robbed Bit T1 Span Signaling Trunks Span number E Starting trunk number 84 This span maps to trunks 84 through 107 Wink duration 150 milliseconds Send and Receive 11 digits Description 2 Onthe General tab specify the following information for the span Span number The sequence number of this Dialogic T1 board as installed in your Strata CS Server computer the sequence number of the first T1 board is 1 not 0 Starting trunk number The starting trunk number of the span The numbers of the 24 trunks belonging to this span are displayed If your system also has analog trunks the analog trunks must have the lower trunk numbers so if you have not added them yet leave room for them in your numbering of the span Wink duration The length in milliseconds of the signal Strata CS sends to your T1 carrier to indicate that it is ready to receive digits You can also set the wink duration using the Robbed Bit
189. cal IP Gateway s permissions to prevent London users from making unrestricted long distance calls from London See The Dialing tab on page 6 33 11 Click OK 13 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Important The administrator on the remote Server needs to know the extension and password of your IP Gateway to be able to correctly configure the IP Gateway on their Server that points to yours Creating IP Gateway dialing services To use an IP Gateway connection you must create at least one dialing service of the Internet to Phone Number or Internet to Centrex PBX Extension type For complete information about dialing services see Chapter 8 Managing Outbound Calls This section covers only the key points necessary to set up IP Gateway connections Note Before creating an IP Gateway dialing service make sure you have created an IP Gateway that points to the remote Server See Creating an IP Gateway on page 13 9 The type of dialing service you must create and how to create it depends on the type of IP Gateway calling you want Calling Strata CS extensions on the remote Server See page 13 13 Placing phone calls through the remote Server See page 13 15 Placing Centrex PBX calls through the remote Server See page 13 16 You must create a separate dialing service for each type of IP Gateway calling you want to perform with a remote Server Calling Strata CS e
190. can override the default span codecs when you set up a dialing service that allocates trunks in this span see Codecs tab on page 8 21 5 Click OK to add the span to your configuration Modifying Strata CS IP codecs A codec is a protocol used to compress and decompress voice signals for transmission over an IP network When an IP call is established between two devices the devices automatically choose which codec to use This choice is based on whether the codec is available to both devices and how highly the codec is preferred by both This tab lets you make codecs available to your device and arrange them in order of preference with the topmost codec being the most preferred For example you may prefer one codec over another for bandwidth reasons Important When you are connecting two Strata CS Servers over an IP Gateway connection the Servers must use the same codec lists otherwise audio failure can occur during calls See Connecting two Servers using IP Gateways on page 13 7 for more information about IP Gateway connections The codecs you can make available are listed below See the Known Issues in the Administrator online Help for up to date information about the availability of codecs n G 729a Best for Strata CS to Strata CS connections Offers a good balance between sound quality and bandwidth 8 8 kbs a 9 711 a law G 711 p law Supported by all H 323 gateways and terminals but high bandwidth 64 kbs
191. ccess code that users must dial when they begin to place a call The access code tells Strata CS which dialing service to use For example users might dial 9 plus a phone number to use a Phone Number dialing service or 71 plus an IP address to use an Internet Address dialing service Dialing service types Strata CS supports the following types of dialing services Phone Number service Used to dial standard phone numbers over the public telephone network You can specify long distance prefix area code and other information to reflect the telephone company s dialing plan For many installations a Phone Number service is the only type of dialing service needed See Adding a Phone Number dialing service on page 8 10 Centrex PBX Extension service Used to dial Centrex extensions PBX extensions or other custom numbers over analog and digital trunks that are connected to external switches such as the phone company s Centrex service or an external PBX You can specify the minimum and maximum digits your Centrex PBX service uses See Adding a Centrex PBX Extension service on page 8 12 n Internet Address service Used to dial Internet addresses over Internet trunks With this service users can pick up a phone and dial an IP address for example a number such as 123 456 78 90 to connect to H 323 devices such as NetMeeting Users can also place such calls from the Client using either IP addresses or domain names for example a n
192. ccount codes minimum maximum length for 10 3 ACD routing calls to 9 2 Admin user 6 4 Administering Strata CS 1 10 Agent license requirement Call Center 3 2 alarms T1 11 19 allocating space for SQL Server database 4 10 for voice files and greetings 4 11 6 15 analog trunks 5 10 archiving Call Log 4 8 Attendant Default Auto 9 5 Attendants view Auto 2 4 audio recordings changing file format 2 10 creating 2 10 file formats 2 10 voice file formats 2 10 VOX files 2 10 WAV files 2 10 audio recordings to new file format converting 2 10 audio hold 4 4 auto attendant routing calls to 9 2 Auto Attendant Default 9 5 auto attendants about 9 4 and DID 9 2 creating 9 7 creating menu choices for callers 9 8 default 9 5 defining menu choices for 9 8 example 9 4 routing calls 9 2 scheduling transfers and greetings for 9 14 setting up 9 7 using 9 4 what caller hears 9 5 Auto Attendants view 2 4 B bar view 2 5 blocked numbers 6 34 BRL adding a digital span 5 18 business hours defined 4 5 defining 4 5 setting 4 6 buttons toolbar 2 6 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL view buttons in the view bar 2 4 views 2 4 buttons creating new items with 2 8 Call Center Agent license requirement 3 2 call center agents routing calls to 9 2 call forwarding to a mobile phone 6 27 to another extension 6 26 turning off 6 27 turning on 6 25 with voice ma
193. ce file is an audio recording that is stored as a file Strata CS stores system prompts greetings voice messages and recorded conversations in voice files that you can play over your computer speakers or on the telephone You can record voice files using the telephone Strata CS supports the following file formats for voice files a VOX a law and p law formats The Strata CS Server natively uses 8 bit PCM VOX format Changing the voice file format You can change the format of your Strata CS VOX voice files from a law to u law or from p law to a law by using the TVConvert utility To do so 1 Run the file TVConvert exe in the Strata CS Server directory on the Strata CS Server computer The default path is C Program Files Strata CS Server CSConvert exe 2 Click OK to convert all your Strata CS voice files to the other format If the voice files are a law they become p law If they are p law they become a law In most cases you will not need to use this procedure because your voice file format will have been correctly set by your Strata CS provider Using the audio controls Strata CS makes it easy to create and listen to recordings The following controls appear in Strata CS wherever you can make a recording I To create recordings use the buttons on the recording control as shown in the following table and speak into your phone Record When you are ready to record pick up your phone and
194. channel numbering conventions Server VoiceBoard lt n7 gt Line lt n2 gt DXCH ADSIALERT AMPL DWORD value that specifies the volume of the ADSI alert tone which is the first caller ID beep when sending caller ID with call waiting The Dialogic default is 13 which is louder than the Strata CS setting Strata CS default is 23 A 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Server VoiceBoard lt n7 gt Line lt n2 gt DXCH D FLAGS DWORD value for DTMF detection edge select Default is 0 DXCH DTINITSET DWORD value that specifies the DTMF digits on which to initiate play on You can OR values of different DTMF digits to form the bit mask Legal values are as follows ValueDigitValueDigit DM 1 1 DM 9 9 DM 2 2 DM 0 0 DM 3 3 DM S DM 4 4 DM P amp DM55 DMA a DM 6 6 DM B b DM 7 7 DM C c DM 8 8 DMD d Default is 0 DXCH_DTMFTLK DWORD value for DTMF Talk Sets the minimum time for DTMF to be present during playback to be considered valid Increasing the value provides more immunity to talkoff playoff Set to 1 to disable Default is 5 DXCH_DTMFDEB DWORD value for DTMF debounce time Maximum length of time in which DTMF can be absent and then come back on again and still be considered the same DTMF tone Default is 0 APPENDIX A STRATA CS CONFIGURATION SETTINGS A 21 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL
195. cknet phone See the next section Forwarding your calls to a Quicknet phone You can forward your calls to a Quicknet card so that anyone who dials your extension is forwarded to your Quicknet phone To do so 1 From the Strata CS Client choose Tools Call Forwarding The Call Forwarding dialog box opens 2 Check Forward Calls D 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 3 From the Call using drop down list choose an Internet dialing service Your system must have an Internet dialing service available for you to call a Quicknet card In the Address field enter the IP address of the Quicknet card 5 Click OK Using the Strata CS Client with a Quicknet card While working remotely you can access most Strata CS Client functions through your browser using the Strata CS Web Client See Strata CS Client User Guide for more information However you cannot use the Strata CS Client to place or manage calls transfer conference and so on while you are using a Quicknet connection Future Strata CS releases will enable you to do so For More Information See Chapter 13 Configuring Internet Telephony Support in Strata CS Administrator Manual for more information Contacting Quicknet For more information about setting up and using Quicknet cards and Internet Switchboard contact Quicknet using the following information Quicknet Technologies 520 Townsend Street Suite D S
196. click the Licenses tab System Settings 56500000001 AFD6 O1E6 81E8 Select Server from the Show License Category drop down list Enter the Serial number and Verification key in the corresponding fields 4 Click OK CHAPTER 3 STRATA CS LICENSES BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 3 3 To enter all other license types 1 Onthe Licenses tab select the license type from the Show License Category drop down list System Settings General Licenses Call Log Storage Dialing Emergency Other Show license category tient m 83BC 30BD B513 48 Add Delete License summary Stations 48 Trunks 48 Clients 48 IP Ports 48 Call Center Agent 48 Click Add The Modify License dialog box opens Enter the license serial number and verification key and click OK If you are entering more than one license repeat the procedure until you have finished entering all licenses 5 Click OK on the Licenses tab of the System Settings dialog box Removing licenses You can remove installed licenses and use them on another Strata CS Server as long as you do so according to the following rules Before you remove a Trunk IP Port or Client license you must delete the trunk or user that had used the license from the system configuration see Deleting trunks on page 5 3 and Deleting a user on page 6 42 Before you remove the Server license make su
197. considered off hook See also on hook p G 18 On Hook When the telephone handset is in its cradle the phone is considered on hook See also off hook p G 18 On call State in which a call center agent receives calls from a queue when signed in The system administrator or call center supervisor determines whether an agent is on call for a given queue When not on call the agent does not receive calls from the queue even when signed in although the agent can still view incoming queue calls in the Call Monitor See Also call center p G 4 Call Monitor p G 5 Operator Person that assists in the answering routing and completion of telephone calls Computerized operators are called auto attendants See also auto attendant p G 3 Operator Intercept What happens when a caller dials a number that is not in service The phone company plays a sequence of three distinctive tones followed by a message for example The number you have dialed is not in service at this time Please check the number and dial again Operator User Strata CS user with Operator permissions In the Strata CS Client an operator user can view real time status updates of users who are already on calls See also Administrator user p G 2 GLoss 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Outbound Call Any call made from Strata CS to an external number See also inbound call p G 14 Outbound
198. containing Call Log information without removing the information from the database Call Log information is written to a comma separated value CSV text file that can be read by most spreadsheet and database programs The default path for this file is C Program Files Strata CS Server Archive Calllog csv You can archive Call Log data in the following ways n Set up automatic archiving which takes place at 1 00 a m every day n Automatically overwrite the Call Log after a number of days that you specify n Perform a manual archive on an as needed basis in addition to daily automatic archiving You can do a manual archive whether or not automatic archiving is turned on You do not need to stop the Strata CS Server or any other Strata CS components to perform an archive However because archiving is database intensive you may want to perform it during off peak hours so as not to affect normal system operation To archive Call Log information 1 Choose Tools gt System Settings The System Settings dialog box opens 2 Click the Call Log tab and specify how you want to perform archiving Archive Call Log daily If checked the Call Log is archived automatically at 1 00 a m every day Calls are archived according to the settings you make in the following fields If unchecked the Call Log will continue to grow unless you manually archive it Archive calls older than days Number of days a call remains in the Call Log unt
199. ctual status you must restart the device Similarly you can manually restart a trunk that has become unstable because of an error condition You also restart a trunk using the Device Monitor to detect loop current on a newly added trunk before Strata CS can use it Both automatic and manual restarts are logged in the Windows NT Event Log Note Be aware that restarting a device may take up to 30 seconds During that time you cannot perform any other operations in the Device Monitor To restart a station or trunk 1 Doone ofthe following n To restart a single device select the device and choose Device Monitor Restart Station or Restart Trunk Torestart multiple devices press CTRL or SHIFT while you select trunks or stations and then choose Restart Devices on the shortcut 11 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL menu You cannot restart both trunks and stations in the same operation 2 Click Yes to confirm the restart Starting a new Server log Choosing Device Monitor Start new Server log creates a new Strata CS Server log file Perform this option only under the direction of your Strata CS provider Using the Call Log The Call Log view displays a record of the calls placed and received on the system Each call appears as a row in the view You can use the Call Log view to analyze system usage patterns and you can export Call Log records to generate traffic analysis re
200. d whenever a caller searches the Strata CS dial by name directory and to announce a call from another user Users can create voice titles for their contacts and set Strata CS to play them when the contacts call VOX File One of two major voice file formats used in telephony VOX files are highly compressed and are designed for telephone lines where the frequency range is between 6 and 8KHz See also WAV file p G 27 GLoss 26 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Watchdog Mode The Dialogic safety mode that monitors the system for a power failure or Strata CS Server computer failure When either is detected the first four trunks on the system are routed directly to the first four Strata CS stations WAV File One of two major voice file formats used in telephony WAV files are used primarily for multimedia devices Because their frequency range is between 8 and 44 KHz they require considerably more disk space than VOX files See also VOX file p G 26 Welcome prompt Call center recording that callers hear once when they first reach the queue for example Welcome to the Technical Support Department Please hold and an agent will be with you shortly See Also call center p G 4 queue p G 21 Where 1 Am A user s current telephone location usually the station at the user s desk or a number to which calls have been forwarded See Also call forwarding p G 5 active settings
201. d in Using the Strata CS Settings program on page A 26 Note In this chapter HKLM is the abbreviation for LOCAL MACHINE and HKCU is the abbreviation for HKEY CURRENT USER Strata CS Server registry settings Many registry settings are set at installation time In this appendix the default values listed for registry settings refer to the values that will be used when there is no registry entry not to defaults set by the Strata CS installer One Strata CS Server registry setting is found or can be created under the following registry key HKLM Software Toshiba Strata CSV COMPANY STRING value sent to incoming IP callers who are directed to an auto attendant or IVR Plug in Some terminals such as NetMeeting will be able to display this name in their user interface Calls that go directly to users will use the user s name instead Note that this value is written by the installer This setting takes effect when SendDisplayOnAnswerCall see page A 6 is non zero See also Q931DefaultSourceName on page A 6 Defaultis Strata CS These Strata CS Server registry settings in the following table are found or can be created under the following registry key A 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL HKLM Software Toshiba Strata CS Server Settings AnalogMinTrunkOnhookTime DWORD value specifying the minimum on hook time in milliseconds before the trun
202. d it to subsequent steps on the user s routing list For example after a call is transferred using Centrex PBX it does not go to voice mail This option is also available when specifying external phone numbers in a user s routing list See Strata CS Client User Guide Listing a user in the dial by name directory To include a user s name in the dial by name directory that callers can search check List in dial by name directory on the Call handling tab This option can also be set in the Strata CS Client CHAPTER 6 MANAGING USERS AND STATIONS 6 27 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To play a user s extension along with the user s name when callers choose the user from the dial by name directory check Play extension to the caller This option can also be set in the Strata CS Client Note This checkbox is enabled only if Present names using numbered list is selected in the System Settings The Phone tab Certain analog telephones support special features known as CLASS features Not all phones support all features For a list of phones that have these features see Strata CS Installation amp Maintenance Manual If a user has a phone that supports one or more of these features you activate them on the Phone tab g Kevin Flaherty User x General Recordings Notifications Call Handling Phone Dialing Permissions Other m Use the following features on this user s phone Caller ID Caller ID on c
203. d the dialing service Users can now dial extensions on the remote Server by dialing the access code plus the extension for example 75 123 To configure Strata CS so that users can dial remote extensions directly without dialing the access code see Creating Gateway users to unify two Strata CS Servers on page 13 17 13 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Immediately connecting to dial tone on the remote Server You can configure the dialing service to allow users to actually hear the remote Server s dial tone so they can log in and check remote voice mail boxes or press 411 to access the dial by name directory on the remote Server 1 Create a dialing service exactly like the one described above 2 Set Minimum and Maximum number of digits to 0 With these settings Strata CS connects to the remote dial tone immediately after the access code is entered for example 71 rather than waiting for digits to be collected by the local Server and then passed to the remote Server Note Another way of accomplishing the same thing without changing the minimum and maximum digits is to instruct users to press immediately after dialing the access code as in 75 Placing phone calls through the remote Server To place outbound calls through a remote Server over IP you must create an Internet to Phone Number dialing service 1 Choose File gt New gt Dialing Service gt I
204. d to make a call outside the local service area Loop Start The type of trunk leased from the local phone company that can be attached to a regular phone or used by other single line installations and with key systems See also key system p G 16 trunk p G 26 Main menu A company s primary auto attendant the one that first handles incoming calls to the company See Also auto attendant p G 3 Message Waiting A feature available on some phones that notifies the user when a new voice message is received by activating the message waiting indicator on the phone Message waiting can be indicated by a LED indicator on the phone that lights up or blinks or by aspecial stutter dial tone when the station goes off hook Message waiting is available on certain analog telephones that support CLASS features For a list of phones that have these features see Strata CS Installation amp Maintenance Manual Installation Guide An Administrator setting tells Strata CS that a user has a phone that supports message waiting The user enables or disables the feature from the Client See also off hook p G 18 station p G 23 stutter dial tone p G 24 Messaging Application Programming Interface Also called MAPI Microsoft s set of functions and Component Object Model COM interfaces that let Windows based messaging clients such as Microsoft Outlook interact with message service providers MAPI conformant mail clients address books and con
205. database reside See also Server p G 22 Terminal Server A software application that enables a system administrator to monitor troubleshoot and control a remote computer system without being on site Tip and Ring An electrical circuit that carries a voice or data signal derived from the tip wire and ring wire of the old fashioned switchboard operator s plug Toll Bypass Avoiding the long distance carrier network and associated tolls when connecting to another subscriber outside of the local area by means of the Internet a private network tie lines and so forth Top Down Call Distribution Method of distributing calls the best agents in queue or an ACD workgroup by sending each call to the first agent on the list If that agent is busy the call goes to the next agent and so on See also ACD agent p G 1 ACD workgroup p G 1 round robin call distribution p G 22 simultaneous call distribution p G 23 Touch Tone Digit A DTMF tone generated by pressing a button on a touch tone phone See also Dual Tone Multi Frequency DTMF p G 11 Transfer To redirect a caller to another extension or external number on a PBX or other switch GLoss 25 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL See also blind transfer p G 4 external transfer p G 12 private branch exchange PBX p G 20 supervised transfer p G 24 switch p G 24 Trunk An analog phone line or a single channel of a digital line
206. dialing service Name Access code Choose a name and access code that will make it easy for users to select this dialing service when placing a call See Tips on access codes and names for services on page 8 7 Enabled To make this dialing service available to users leave Enabled checked Clearing the check box disables the dialing service so that users cannot select it Disabling can be useful if you want to click OK before you are finished defining the dialing service or later if you want to change or troubleshoot the dialing service Hidden To hide this dialing service in the Client check Hidden This setting is typically enabled to hide dialing services that you use for testing purposes or only want to make available to users through a Routing service see Routing services on page 8 29 A hidden service is still accessible to Telephone users Collect all digits before dialing on trunk Check this box to have Strata CS play a dial tone collect digits and then dial those digits after the user has finished Uncheck it to have Strata CS send digits 8 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL to the phone company as the user dials them and let the phone company determine when the dial string is complete Digits are normally sent as the user dials them In certain cases however you can collect all digits if you want to do either of the following Simulate a dial tone
207. dialing services that you use for testing purposes or services that you only want to make available to users through a routing service For example you can set up dialing services for each of several long distance carriers and then set up a single routing service that chooses the least expensive dialing service for each call You can then hide the dialing services for the individual carriers so that users can only make long distance calls through the routing service Although it is not visible in the Client a hidden dialing service is still available to phone users who dial the access code for that service 8 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using dialing services to install and troubleshoot trunks You can also use dialing services to install and test new trunk lines without interfering with live call handling on the Strata CS Server You add the new trunks to a service that you use for testing After the trunks work properly you can move them to the default Phone Number service or another dialing service that users access to place calls You can also use dialing services to isolate problem trunks from your system without interrupting service Remove them from the dialing service and the Server will no longer use them to place calls Disabling dialing services while creating them While you are creating a dialing service it can be helpful to uncheck Enabled on the General tab D
208. digits are sent as the user dials them In certain cases however you can collect all digits Tosimulate a dial tone for carriers that do not generate a dial tone after a Primary Interexchange Carrier PIC code in the U S you can create a dialing service that uses a PIC code prefix to access a particular carrier n To improve tone detection when users attempt to place an outbound call while logged into Strata CS remotely from a digital cell phone or other low quality connection CHAPTER 8 MANAGING OUTBOUND CALLS 8 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL If you check this option Strata CS assumes that all digits have been dialed when the dialing service ambiguous time out elapses and places the call for more information see Setting dialing timeouts on page 4 13 Users can dial when they are done dialing to skip the time out and place the call immediately Dial prefix and dial suffix Enter any digits to be dialed automatically before or after the phone number dialed by the user A dialing prefix consists of digits dialed automatically by the dialing service before the number that the user dialed Similarly a dialing suffix consists of digits dialed automatically after the number the user dialed For example you can create a Centrex PBX Extension service Voice mail that accesses a PBX that provides voice mail Enter a prefix that takes users into voice mail Enter a suffix that takes them directly
209. e minrep 2 Number of repetitions for the cadence dualtone 1 1 dualtone 0 single tone cadenceon 48 Time for which cadence is on in 10ms units cadenceon_dev 2 Allowable deviation for time in 10ms units cadenceoff 46 Time for which cadence is off in 10ms units cadenceoff dev 2 Allowable deviation for off time in 10ms units leadingedge Tone detection 1 leading edge 0 trailing edge Disabling Dialogic devices By default Strata CS allocates and opens all Dialogic devices that are present on the Server for itself If you do not want Strata CS to allocate all of the available devices for example if you are connecting fewer lines to a Dialogic board than the board can support use the procedure described later in this section to disable the Dialogic devices You might need to disable Dialogic devices for any of the following reasons Toallow non Strata CS applications to run on the Strata CS Server APPENDIX A STRATA CS CONFIGURATION SETTINGS A 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL n n For example you may have another CT application installed on the Strata CS Server that needs to own some Dialogic devices for itself You would identify the specific Dialogic devices and channels required by the CT application and then disable those devices When Strata CS opens Dialogic devices at startup it will ignore the disabled devices making them available to the CT appl
210. e automatic call distribution groups To create an ACD workgroup select ACD workgroup under Type For more about setting up ACD workgroups see the Strata CS Call Center Administrator Guide IP Gateway This special type of user represents a user on a remote Strata CS Server that is linked to your Server by an IP Gateway connection over the Internet or other IP network With IP Gateway users the users on both Servers appear to be local effectively creating a single large Strata CS site To create an IP Gateway user select IP Gateway under Type For more information see Connecting two Servers using IP Gateways on page 13 7 The Admin and Operator users Strata CS comes with two default Users already defined Admin and Operator Admin user Allowed to run the Administrator and Device Monitor program and to perform all administrative functions You cannot delete or rename the Admin user nor can you remove the Admin user s administrative permissions Operator The user to whom all calls go to by default if they cannot be handled in any other way For example if a caller presses 0 or a user s mailbox cannot be found the call is sent to the extension assigned to the Operator You cannot delete or rename the Operator but you can remove the Operator user s Operator permissions You can assign Administrator and Operator permissions to other users see The Permissions tab on page 6 37 Configuring a system without an Operat
211. e Current sentence box displays how that sentence is described in the sentences ini file Many sentences consist of a single VOX file Other sentences are made up of several concatenated VOX files and may contain variables as well 5 Double click on a sentence to play it or select it and press Test When your phone rings pick up and listen to the sentence in the language you selected You can continue to play messages and even change languages without hanging up your telephone 6 Ifthe sentence contains variables they are indicated in the Name column with an asterisk You can enter a new Value for a variable and optionally select a different variable Data Type For example by default the sentence ToPurgeMsg sentence plays as To permanently delete the 1 message in your Client s Deleted folder press 3 otherwise press 4 By changing the Value of Variable 1 to 6 the sentence plays as To permanently delete the 6 messages in your Client s Deleted folder press 3 otherwise press 4 Click Clear to return all Values to their original setting CHAPTER 12 SYSTEM PROMPTS 12 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Localizing the telephone commands The Strata CS Localization Kit is available if you want to localize and record the telephone commands in another language The Localization Kit includes all the necessary documentation and tools for localization Although the process for recording system prompts is
212. e Number Centrex PBX Extension Internet Address a Internet to Phone Number a Internet to Centrex PBX Extension Routing Name Name that you assign to a dialing service when you create it 8 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Access Code Number that users dial to access this service For example 9 to access a dialing service that routes all phone number calls See Access codes on page 8 7 for more information Note You can see the access code for a call in the From code and To code columns of the Call Log view Enabled If checked Strata CS allows users to dial using this service See Disabling dialing services while creating them on page 8 7 Hidden If checked Strata CS does not display this service in the Client see Hiding dialing services in the Client on page 8 6 Default If checked this is a default service See Setting default access codes for ringbacks on page 8 9 for more information Trunk Order Order in which the dialing service s list of trunks is prioritized see Trunks tab on page 8 18 for more information This column is blank for routing services because they always get their lists of trunks from other dialing services How you can use dialing services By creating new dialing services you can do any of the following Segregate trunks for different uses For example you
213. e also call rule p G 19 voice mail p G 26 H 323 The standard that defines how real time voice and video are transmitted over IP networks Hands free Using telephony equipment without using the hands Examples of hands free equipment include headsets speakerphones and voice recognition equipment In Strata CS hands free answering enables a user to keep a phone continually off hook and be alerted to incoming calls by a short beep before they are automatically connected Handset The part of the phone that a person holds to speak and listen Hold To temporarily leave a phone call without disconnecting it See also silent hold p G 23 Hold Audio Also called hold music Hold prompts Call center recordings that callers hear while they are waiting on hold for an agent Hold prompts can play once or repeatedly or variably as determined by conditions you define See Also call center p G 4 welcome prompt p G 27 Hunt Group A group of related trunks set up by the phone company Incoming calls to the first trunk or main number search the group until they find an available trunk A busy signal is returned only if every trunk in the group is busy See also trunk p G 26 Import To incorporate information from another application Strata CS can import contact names and related information created or stored in other popular contact managers See also contact manager p G 8 Inbound Call A call coming from a source ext
214. e connected to your computer through a modem over a network or through a telephone switch connected to your LAN To make a voice call all you need is the recipient s phone number IP address or DNS Domain Name System name The active call window has buttons that let you place the call on hold and access a keypad to manually dial numbers To receive calls you must have Phone Dialer running When you make or receive a call a dialog box opens If the person you are talking to has a video camera installed the dialog box displays the video image Enhancing a Web page with a Call Us button By using a CallTo URL on your Web page any Internet user with Net Meeting installed can click on a Call Us link on your page to place a call to any Strata CS DID number If you assign a DID number to a Strata CS ACD workgroup user you can send Internet users directly into your ACD workgroup for processing by an ACD agent For example you insert the following CallTo tag on your Web page lt A HREF callto 600 gateway 123 45 67 89 type phone gt 11 Us lt A gt Note The CallTo tag is supported in Internet Explorer but is not supported in the current version of Netscape 4 7 When a user with Intimating installed clicks the Call Us link Intimating starts and calls the Strata CS user who has a DID of 600 using the Strata CS Internet span with an IP address of 123 45 67 89 Note Itis a good idea to include a link to t
215. e mode n Enable Hands free answering Check this box to enable hands free answering for a user n Dial tone duration before going silent Enter the time in seconds that the user must wait between calls before the dial tone ends To end a hands free call the user presses the Flash button or hangs up but has to wait for the phone to go off hook again During this time the user hears a dial tone This setting allows you to set the timeout to O so that the user does not hear a dial tone and returns to off hook status immediately after disconnecting from a call Speed Dial parameters If you select the Speed Dial feature in the Button settings list box see page 6 30 and then click the button in the Parameter column the Speed Dial window opens To speed dial an extension click Extension and select an extension from the CHAPTER 6 MANAGING USERS AND STATIONS 6 31 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL drop down list To speed dial an outside number click Phone number select the number used to get an outside line in the Call using field and then enter the phone number that you want to dial in the Number field Speed Dial Extension Operator x 0 Phone number Call using 9 Phone number Number 540600 m Secondary Directory Number parameters If you select the Secondary Directory Number feature in the Button settings list box see page 6 30 and then click the button i
216. e must check user permissions see Permissions tab on page 8 26 If a routing rule matches the dialed digits the target dialing service checks the rule s New digits against the permissions defined for the user the user role or roles and the target dialing service itself If the call is blocked the target dialing service is not used For information about permissions see Chapter 6 Managing Users and Stations Adding a routing service 1 Inthe Dialing Services view choose Dialing Services New Dialing Service Routing Service The Routing Service dialog box opens Untitled Routing Service General Routing Rules Name 0 Access code Enabled Hidden Default service ve ny Available Trunk x 2 Onthe General tab enter the following basic information about the routing service Name access code Choose a name and access code that will make it easy for the users to select this routing service when placing a call See Tips on access codes and names for services on page 8 7 CHAPTER 8 MANAGING OUTBOUND CALLS 8 33 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL n Enabled To make this routing service available to users leave Enabled checked Clearing the checkbox disables the routing service so that users cannot select it Disabling can be useful if you want to click OK before you are finished defining the routing service or later if you want to change
217. e this value using the Strata CS TAPI Configuration Wizard No default Must be set before the TSP can run UserName STRING value showing the name that appears in the Call Log for incoming and outgoing calls that use the TSP The user can set and change this value using the Strata CS TAPI Configuration Wizard No default Must be set before the TSP can run A 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Strata CS Server language locale settings Strata CS currently uses the following locale codes ENO0 U S English EN10 U K English ES00 Latin American Spanish HKLM SOFTWARE Toshiba Strata CS Server TUI Server TUI DefaultLocaleCode STRING value specifying the default locale code Default value is determined during installation Locale definitions Each installed locale code has its own set of registry entries as follows HKLM SOFTWARE Toshiba Strata CS Server TUI lt LocaleCode gt Server TUI Description STRING value specifying the language description for this locale code Defaults are ENOO US English EN10 UK English ES00 Latin American Spanish LocaleDLL STRING value specifying the DLL to use for this locale code Defaults are ENOO TVLENO0 DLL EN10 TVLEN10 DLL ES00 TVLES00 DLL SentenceFile STRING value specifying the Sentence file for this locale code Defaults are ENOO TVLENOO
218. econds before Strata CS times out on an external call if the digits entered cannot be resolved into a recognized number The default is 3000 milliseconds The default dialing timeouts work in most installations and they should be modified carefully CHAPTER 4 DEFINING SYSTEM SETTINGS 4 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL You may want to consider increasing the dialing service ambiguous timeout by half second intervals if users report intermittent problems hearing Number not available when they dial out on analog or Robbed Bit 1 trunks this is not a problem for ISDN or IP lines If you increase this timeout by too much you can introduce other problems such as users missing the beginning of the audio signal at the target for example the beginning of an auto attendant that answers calls immediately If this problem Occurs you can do any of the following Reduce the dialing service ambiguous timeout Instruct users to enter after dialing a number Collect all digits before dialing see page 8 10 The Emergency tab Strata CS supports two kinds of emergency dialing services standard 911 and Enhanced 911 E 911 Using standard 911 service with Strata CS A standard 911 call does not require any additional hardware All standard 911 calls use a Strata CS trunk and go through the local phone company to the emergency dispatching center To support 911 calls in Strata CS you must provide an
219. ed with the API CustomerlD Plug in A Visual Basic project that demonstrates how to transfer customers to different agents automatically based on the customer s area code Programmers can install and run the compiled sample program on a Strata CS Server without modification or they can use Visual Basic to customize it as desired CustomerlD database manager A small program to maintain the Customer and Agent databases accessed by the CustomerID Plug in The program can be used to customize the customer and agent data for your Strata CS Server site OutBound Calling Plug in A Visual Basic project that demonstrates how a Plug in can place outbound calls send data and then return control to the Server The compiled sample program will run on a Strata CS Server without modification but you must have Visual Basic and a telephony toolkit such as CallSuite to modify and recompile the sample program Developing IVR Plug ins with a telephony toolkit The Strata CS SDK allows a programmer to integrate an application with the Strata CS Server but it does not provide tools to perform tasks such as dialing a phone number interpreting touch tone digits playing or recording voice files or generating spoken messages These tasks require a telephony toolkit such as CallSuite Telephony toolkits can be used to build applications such as Otder entry systems Benefits enrollment hotlines Realestate fax lines Voice mail and pag
220. efixes and suffixes to the phone number dialed by the user For example you can create a Cost Saving dialing service that prefixes all numbers with the 10 10 xxx code belonging to the carrier of your choice You can also create a Calling Card dialing service that automatically dials the prefix of the calling card number then the user s phone number and then the suffix of a credit card number In both of these examples the user dials only the access code and the phone number Everything else happens behind the scenes Deleting or disabling a dialing service Deleting a dialing service means that users can no longer use that dialing service when placing calls If you delete the last remaining dialing service assigned to a trunk you have in effect disabled that trunk for outbound calls Client contacts and routing lists that refer to the access code for the deleted service will not work until you specify an alternate access code see Updating phone numbers after changing an access code on page 8 8 For information about deleting items in Strata CS see Deleting items on page 2 9 To disable a dialing service temporarily edit the dialing service and uncheck Enabled on the General tab Hiding dialing services in the Client You can hide a dialing service if you do not want users to access it directly see the Hidden column in The Dialing Services view on page 8 4 through the Client The Hidden setting is useful when you want to hide
221. enance Manual How emergency numbers are handled Users can make an emergency call from any station including a station that has not yet been assigned to a user Users can make an emergency call even if they are blocked from making external calls If E 911 is enabled and the E 911 device has been installed and configured correctly the emergency call is routed to one of the stations connected to the E 911 device As soon as the E 911 station takes the call the station ID of the caller s station is passed to the device The E 911 device then calls the emergency center directly over a dedicated trunk If for any reason the emergency call cannot be placed using E 911 service Strata CS automatically places a standard 911 call to the emergency center using the local carrier Reasons why an E 911 call cannot be placed include n All the E 911 stations are busy n The E 911 device fails n The dedicated trunk from the E 911 device to the emergency center is down n The trunk does not respond within a certain time period 911 is not enabled in Strata CS To set emergency dialing options 1 Choose Tools gt System Settings and then click the Emergency tab see the next illustration 2 Check Emergency number can be dialed at internal dial tone if you want users to be able to dial the emergency number without dialing an access code first If unchecked users must dial the access code and then the emergency number This setting on
222. enu choices eee 9 8 Scheduling transfers and greetings 9 14 Setting up hold music seen 9 17 Deleting auto 9 17 Routing calls directly to a 9 18 Routing calls to workgroups eeeen 9 19 Chapter 10 Using Account Codes About account codes dede ee e Peg 10 2 Setting up account 10 3 Setting general account code 10 3 Setting a user s account code 10 4 Creating a text file of valid account codes 10 5 Using a verbal account code 10 7 How users enter account 10 7 Indicating the end of an account 10 8 Viewing account codes in the Call Log 10 8 Generating account code 10 8 Chapter 11 Monitoring amp Backing Up About monitoring and backing up your Strata CS system 11 2 Us
223. er can save The Maximum storage size can be also be set in the Strata CS Client CHAPTER 6 MANAGING USERS AND STATIONS 6 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The default setting of 10 minutes requires 4 6MB of storage The Administrator posts a warning message if the total allotment of voice message and greeting space for all users exceeds the available disk space on the Strata CS Server Voice titles can be recorded either from this tab or in the Strata CS Client Enabling Microsoft Exchange Server synchronization You can enable synchronization of a user s Strata CS voice mail messages with the corresponding e mail notifications in Exchange To enable synchronization 1 Check Synchronize with Exchange Server mailbox If this control is disabled first set up Exchange Server notification on the Other tab of the System Settings dialog box For more information see Setting up Microsoft Exchange synchronization on page 4 18 2 Enter the user s Exchange Server mailbox This can be obtained from Microsoft Exchange Note Exchange Server mailboxes must not be confused with the e mail address supplied when setting up e mail notification for the user see Setting e mail notification on page 6 18 One of the e mail addresses specified for the user for e mail notification must route e mail to the Exchange Server mailbox that you specify here Setting up call recording By default call recordings are sent to the ma
224. er of seconds to ring if the call is from another user External calls Number of seconds to ring if the call is from an external number Phone settings Button settings list box You can set each of the Strata s programmable buttons in the list box under Phone settings To set a button click on the 6 30 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL button number in the Button column and then select a feature from the drop down list in the Feature column g UserStrata 11 User E General Recordings Notifications Call Handling Phone Dialing Permissions Other r Button settings Primary directory number lt unassigned gt Do not disturb Primary directory number Secondary directory number Park Send to voice mail Disconnect Take call Two of the selections in the feature column have parameters that must be defined See Secondary Directory Number parameters on page 6 32 and Speed Dial parameters on page 6 31 for details There are two other fields in the Phone settings section n LCD idle message Enter the message that you want to appear on the LCD display when the phone is not in use This message usually shows the user name and extension for the phone n Ring volume This slider bar adjusts the default ring volume for the phone Hands free answering The Hands free answering section contains user options for hands fre
225. ernal to the Strata CS phone system See also outbound call p G 19 Inbound Trunk A trunk on which a user can receive incoming calls See also inbound call p G 14 outbound trunk p G 19 GLoss 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Incoming Call call that has arrived in the Strata CS system Integrated Services Digital Network ISDN Also called ISDN An international standard for voice data and signaling that was designed to overcome limitations in the PSTN by offering expanded bandwidth digital circuits a standard out of band signaling system combined voice and data networks and special services ISDN is offered in two forms Basic Rate Interface BRI and Primary Rate Interface PRI See also Primary Rate Interface PRI p G 20 public switched telephone network PSTN p G 20 Interactive Voice Response IVR Also called ASR automatic speech recognition ASR IVR speech recognition An application that users can interact with using a remote touch tone phone An IVR program typically uses recorded or synthetic speech to provide information and present the user with options The user selects an option by entering a number on the touch tone phone Some IVR programs can use voice recognition to interpret the user s spoken responses See also touch tone digit p G 25 Interconnect value added reseller VAR that sells installs and maintains one or more brands o
226. ernet or private IP networks which can guarantee quality of service See page 13 7 Over a properly configured IP Gateway users can Callextensions on a remote Strata CS Server Place calls to phone numbers from a remote Server Placecalls on a remote Centrex PBX service through a remote Strata CS Server Internet telephony requirements Before using any of Strata CS s Internet telephony features you must first Install the hardware and software required to support Internet telephony See Strata CS Installation amp Maintenance Manual for more information Inthe Strata CS Administrator add and configure one or more Internet spans see Adding an Internet span on page 5 21 Ensure that the IP address of the Internet span on each Server is completely accessible by the other Server To do this you may have to configure firewalls at each location appropriately This chapter explains in detail how to configure and use Strata CS to make various types of Internet telephony connections Placing calls to H 323 terminals such as NetMeeting You can use Strata CS to place and receive IP calls from H 323 based terminals like Microsoft NetMeeting a real time conferencing and collaboration tool The diagram on page 13 4 shows how this process works Note Users who calls NetMeeting terminals might hear an echo on the line To 13 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL avo
227. ernet span enne 5 21 Modifying Strata CS IP 5 22 Fine tuning your IP connection seen 5 24 Chapter 6 Managing Users and Stations The Users 6 2 About users and roles 2 cepe epit tede torte des 6 4 Ursa EET 6 4 Poles dB gredi 6 6 Setting user Optloris e ER EU i 6 6 Where to set user 6 6 About adding a user aperi me eee 6 7 Adding a user at the telephone eee 6 7 Adding a user in the User dialog 6 8 Adding a user by using a 6 9 The Generaltab icm St epo ne 6 9 The Recordings tab RARE VE 6 15 Allocating space for voice 6 15 Allocating space for recorded greetings and voice titles 6 15 Enabling Microsoft Exchange Server synchronization 6 16 Setting up call 6 16 The Notifications tab sseseesseeeeennennenn nenne 6 17 Setting e mail notification sese 6 18 Setting pager notification sese 6 18 Scheduling notifications seen
228. ersonal Operator Note If a user does not set up a personal operator callers are transferred to the Operator user in all cases Changing the Operator s extension from 0 You can change the Operator s extension to a number other than the default of 0 for example in order to use 0 as a dialing service access code However even when the Operator s extension is something other than 0 callers must press 0 from within the system to transfer to the Operator For example if a caller reaches a user s voice mail and wants to transfer to the Operator instead of leaving a voice message the caller dials 0 even if the Operator s extension is 111 Setting up workgroups for the Operator To make the Operator s job easier you can set up a separate workgroup for each department in your system The Operator s Call Monitor will then display a tab for each department and the Operator will be able to see a list of people in a CHAPTER 6 MANAGING USERS AND STATIONS 6 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Roles specific department by clicking on the appropriate tab See Chapter 7 Managing Workgroups for details about setting up workgroups Roles are collections of specific permissions that are granted to users according to the roles they perform in the organization By default Strata CS contains two roles Administrators and Users You can edit these roles as needed and you can also create new roles see To create a ne
229. es users 6 4 routing calls directly to auto attendants 9 2 directly to users 9 2 to call centers 9 2 to fax machine 9 2 to IVT Plug in 9 2 routing services adding 8 33 defining patterns 8 38 adding new routing variables 8 38 defined 8 3 defining a new number for a routing rule 8 40 defining stop rules 8 37 using for least cost routing 8 31 using for long distance calls over an IP gateway 8 30 routing variables adding new 8 38 example 8 38 routing fax 5 7 S SDMF changing display phone format to 6 43 Server license requirement 3 2 service Internet to Centrex PBX Extension dialing 13 13 service Internet to Phone Number dialing 13 15 services view Dialing 2 4 settings access code for dial by name directory 4 12 audio outpub over your computer speakers 2 11 audio output over the phone 2 11 business hours 4 6 changing Windows NT 2000 registry settings 4 3 confirmation menu before voice mail 4 18 database space 4 10 dialing service permissions 8 26 example 8 27 dialing timeouts 4 12 disk space 4 11 e mail synchronization Microsoft Exchange Server 4 18 emergency calls 4 14 generating tones 4 4 in the status bar 2 11 permissions dialing services 8 26 recipient of Windows Event Log Notifications 4 4 view currently installed licenses 3 2 viewing database and disk usage 4 10 workgroup extension 7 4 shortcut menu 2 6 INDEX 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL
230. es can be used for the following purposes Prevent numbers from being dialed over inappropriate trunks For example create routing rules that dial 411 over the trunks that support 411 and then add a stop rule so that Strata CS does not attempt to use an inappropriate trunk from a later rule Restrict 1800 numbers to specific trunks in the same way Eliminate timeouts when the user is dialing from the telephone For example with 911 calls you could create one or more routing rules for the trunks that can handle the call and then add a stop rule for 911 The stop rule will cause Strata CS to pass 911 to a trunk immediately instead of evaluating all of the remaining rules for matches before routing the call Block calls to numbers You can set up stop rules for 1900 numbers for example to prevent users from calling them CHAPTER 8 MANAGING OUTBOUND CALLS 8 37 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Defining patterns to match the dialed digits You can include any of the characters listed below in the Digits dialed that the routing rule uses to match digits received see Use this rule under the following conditions on page 8 36 Routing rules can match the exact digits in phone numbers such as 16173540600 or use number patterns that include variables to match all dialed digits that fall into a more general category For example using the pattern 1617Nxxxxxx to match the dialed digits would match all phone numbe
231. essing Strata CS users who have an extension and password can press at any time to log in to Strata CS Even if these options are not mentioned in the recorded prompts played to callers they are available to them unless you turn them off The Default Auto Attendant When Strata CS is installed all incoming trunk lines are assigned the Default Auto Attendant at extension 8000 The Default Auto Attendant is also assigned to any new trunk that you add You can change these assignments at any time The Default Auto Attendant plays a greeting and offers the caller the following options a Enter 9 to access dial by name directory Enter to transfer to the Operator n Enter to log in to Strata CS If the caller enters something different than the auto attendant options 9 0 Strata CS will treat what the caller enters as a user extension and attempt to transfer the call If three 3 seconds pass after the greeting has played without the caller pressing a key the call is transferred to the Operator Note Although you can edit the Default Auto Attendant it is recommended that you leave it unmodified and create another auto attendant to customize for your use The Default Auto Attendant is used if another auto attendant is missing CHAPTER 9 HANDLING INBOUND CALLS 9 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Auto Attendants view To create and manage auto attendants click the Auto Attendants button in t
232. esult in inaccurate fax detection results The combined time for the auto attendant prompts and the wait for nothing must be a minimum of 10 seconds 11 Click OK to save the auto attendant or continue to add menu choices You can test an auto attendant without assigning it to a trunk by dialing its extension Scheduling transfers and greetings You can further customize an auto attendant by scheduling an action that is performed before any other auto attendant actions You can schedule the following transfer to another auto attendant Plug in or user Schedule transfer to change call flow behavior over time for example to send all calls to the operator during business hours and to an auto attendant after hours A different main greeting which replaces the one defined for the auto attendant on the General tab Schedule a greeting to play different greetings to your callers during business hours or after hours This allows the same auto attendant to react and respond differently during various time periods that you set For example in order to provide extended coverage in your customer support organization support calls that arrive after your California office closes in the evening transfer automatically to the main auto attendant at your facility in New Zealand Note If you have a scheduled greeting and a scheduled transfer that occur at the same time the transfer always takes precedence and the greeting does
233. etection DXBD_MINSLOFF 2 Minimum Silence Off Minimum time for silence to be off for valid audio pulse detection DXBD_MINSLON 1 Minimum Silence On Minimum time for silence to be on for valid audio pulse detection DXBD_MINTIOF 5 Minimum DTI Off Minimum time required between ring received events DXBD_MINTION 5 Minimum DTI On Minimum time required for rings received event DXBD OFFHDLY 50 Off hook Delay Period after off hook during which no events are generated no DTMF digits detected during this time DXBD PAUSETM 200 Pause Time Delay caused by a comma in the dialing string DXBD P BK 6 Pulse Dial Break Duration of pulse dial off hook interval DXBD P IDD 100 Pulse Interdigit Delay Time between digits in pulse dialing DXBD P MK 4 Pulse Dial Make Duration of pulse dial off hook interval DXBD R EDGE 2 Ring Edge Detection of ring edge 1 Beginning of ring 2 End of ring DXBD R IRD 80 Inter ring Delay Maximum time to wait for the next ring 100ms units Distinguishes between calls Set to 1 for T 1 DXBD R OFF 5 Ring off interval Minimum time for ring not to be present before qualifying as ringing 100 ms units DXBD R ON 3 Ring on Interval Minimum time ring must be present to qualify as a ring 100ms units DXBD S BNC 4 Silence and Non silence Debounce Length DXBD TTDATA of a changed state before Call Status Transition message is generated 10 Duration of DTMF digits for dialing
234. ether the extension is in a Do Not Disturb personal status Using these functions the application could Monitor current users on the system and maintain a call log in a format customized for your special needs Obtain a current list of users permanently assigned to a station Obtain the name of a user currently logged in at a station ldentify the trunk to which a station is connected All Device Status information is read only The API can be used in combination with the IVR Plug in API to provide IVR applications with device information The Device Status sample program The Device Status sample program is a Visual Basic project for a simple device monitor that displays a constantly updated list of status reports on each device in the system Programmers can use this sample program as a starting point for their own applications expanding and customizing it as desired It requires no hardware or software beyond what is already required for the Strata CS Server and Visual Basic CHAPTER 14 EXTENDING STRATA CS 14 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Client API The Client API is an extensive collection of the COM objects used to write the Strata CS Client It contains objects that are typically used to interact with the Strata CS Server database and the call processing engine Using the objects available in the Client API your applications can use any function found in the Strata CS Client 14
235. ey work with Workgroups can group related items 1 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL together such as auto attendants queues IVR plug ins and contacts Workgroups replace Contact Groups used in previous versions Call Rules You can change the way calls are handled based on who calls or a particular date or time For example you can automatically send specific calls to voice mail during lunch change your personal greeting after hours or forward calls from your mother or special co workers to your cell phone Call rules replace people rules and Smart Do Not Disturb used in previous versions n Hands free Answering You can leave your phone off hook while waiting for calls and will not hear dial tone When a new call arrives you hear a zip tone and then you are connected to the call Connect an overhead speak to a station using hands free answering to set up a paging system Permissions User groups provide administrators a way to assign permissions to a group of people similar to Class of Service Users can now inherit permissions from one or more groups such as Administrators or Users Account Codes You can use account codes to help track calls back to one or more accounts such as clients or customers you may need to bill Account codes can be used for any call are saved in the Call Log and can be reported on using the Call Center Reporter Administrators can optio
236. f telephone systems working with the phone company as needed The word interconnect comes from the process of connecting phone systems with the phone company Internal Call A call within the Strata CS phone system a call between two users See also external call p G 12 external direct call p G 12 International Callback A business service that can provide dramatic cost savings for international callers dialing U S phone numbers Callback services take advantage of the fact that international calls to the U S are many times more expensive than international calls placed from the U S International callers dial a special number in the United States The call is not answered but the system dials the caller back immediately and places calls to the U S on their behalf using U S instead of international rates International Prefix The number dialed before the country code in order to make an international call Internet The worldwide computer network made up of thousands of interconnected networks A standard set of communications protocols makes it possible to route data between any two computers on the Internet See also Internet Protocol p G 15 intranet p G 16 Internet Protocol Also called IP The basic protocol for transmitting packets of data over the Internet Data is parceled into small chunks and each chunk is combined with a destination address and other information to create an IP packet When a packet is transmi
237. ff signal is repeated dualtone 1 dualtone 0 single tone cadenceon Length of time for which the cadence is in 10ms units cadenceon dev Allowable deviation for on time in 10ms units cadenceoff Length of time for which the cadence is off in 10ms units cadenceoff dev Allowable deviation for off time in 10ms units leadingedge 1 tone detection on leading edge 0 on trailing edge A 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Example Defining a disconnect detection tone Custom trunk disconnect detection tones are used in installations where a PBX sits between the central office and Strata CS and where the PBX does not provide a fast busy tone to indicate trunk hangup The keys in the next table are DWORD values that define a disconnect tone with the following characteristics n A Dual Tone Frequency of 400Hz 450 Hz that is 425 25 n On between 460ms 500ms that is 480ms 20ms n Off between 440ms 480ms that is 460ms 20ms n Cadence must repeat 2 times n Cadence begins on the leading edge of the tone Custom Tone Keys Key DWORD Description freql 425 First frequency in Hz for the tone freqidev 25 Allowable deviation for first frequency in Hz freq2 425 Second frequency in Hz for the tone freq2dev 25 Allowable deviation for second frequency in Hz cadence 1 1 cadenced tone 0 noncadenced ton
238. files be aware that since prompts are combined with other prompts when presented to callers or users recording some but not all prompts may result in a mismatch of voices Recording over VOX files You use the Strata CS Administrator to record over these files 12 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To record over a prompt 1 Inthe System Prompts view double click the prompt name 2 Inthe Edit System Prompt dialog box type the text of the new prompt in the Contents box Use this text as a script when recording the prompt Edit Prompt Name Default Auto Attendant Date recorded 0773171999 11 00 00 PM Contents Hello Thank you for calling If you know the extension number of the person you are trying to reach you may enter it at any time nu Ready to play or record Previous Nest Cancel Help 3 Record the prompt See Using the audio controls on page 2 10 for more information 4 Click OK to save the new version of the prompt Recording over the VAP file You can record over the VAP file using a variety of recording tools and VAP tools If you do not already have such a tool you should consider VFEdit which is available on the Internet Testing the new prompts Use the Sentence Tester to test the new prompts See the next section Testing system prompts Deploying the
239. for carriers that do not generate a dial tone after a Primary Interexchange Carrier PIC code in the U S you can create a dialing service that uses a PIC code prefix to access a particular carrier Improve tone detection when users attempt to place an outbound call while logged into Strata CS remotely from a digital cell phone or other low quality connection If you check Collect all digits before dialing on trunk Strata CS assumes that all digits have been dialed when the dialing service ambiguous time out elapses and places the call for more information see Setting dialing timeouts on page 4 13 Users can dial when they are done dialing to skip the time out and place the call immediately Also see Routing services on page 8 29 for a more advanced way to avoid timeouts Dial prefix and dial suffix Enter any digits to be dialed automatically before or after the phone number dialed by the user When you create a Phone Number dialing service you can enter a dialing prefix and suffix A dialing prefix consists of digits dialed automatically by the dialing service before the number that the user dialed Similarly a dialing suffix consists of digits dialed automatically after the number the user dialed You can use a dialing prefix or suffix as follows Tocreate a Phone Number service Outside Line used to dial phone numbers over a Centrex trunk Enter a dialing prefix typically 9 to get an outside line from Ce
240. g on the Strata CS Server locally or remotely from any machine running Windows NT 2000 11 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL You can set up Strata CS to send e mail notifications when Strata CS related events are logged to the Event Log For more information see The General tab on page 4 3 To view the Windows Event Log 1 Choose Start Programs Windows NT Administrative Tools Common Event Viewer If you are not running the Event Viewer on the Strata CS Server choose Log Select Computer Choose Log Application Review the log for Strata CS or the database Server messages Strata CS related Windows Event Log messages Messages are identified in the Event Log by application and message number Double click a message to see its text The following messages are posted to the Event Log by Strata CS 100 Informational Strata CS Server Started Version An informational message indicating when the Strata CS Server started 101 Informational Strata CS Server Stopped An informational message indicating when the Strata CS Server was shut down This message indicates an orderly shutdown not a shutdown caused by a problem 102 Informational Connecting to SQLServer Version An informational message indicating when Strata CS is connecting to the SQL Server 103 Informational Disconnecting from SQLServer Version An informational message
241. g service see Routing services on page 8 29 A hidden service is still accessible to Strata CS users CHAPTER 8 MANAGING OUTBOUND CALLS 8 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Minimum Maximum number of digits When a user dials a Centrex PBX extension Strata CS waits to collect all of the digits up to the minimum number of digits you specify here and does not dial them until one of the following occurs n A time out elapses see Setting dialing timeouts on page 4 13 n The user presses to signify that all digits have been entered n The maximum number of digits that you specify below have been entered If every Centrex PBX extension that users can dial is the same length you can expedite dialing by entering that information here For example if all Centrex PBX extensions are 3 digits long set both values to 3 n IP Gateway Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server To create a new IP Gateway click the IP Gateway button See Creating an IP Gateway on page 13 9 n Place Centrex PBX calls on remote Server using Choose how calls from this dialing service will connect to the remote Server n Remote Server s Centrex PBX service access code The remote Server places a call using the Centrex PBX Extension dialing service whose access code you enter here This option lets users dial Centrex PBX extensions external to the remote Server for
242. ght say Welcome to Barchetta Industries You may dial an extension at any time For sales press 1 The caller enters an extension number or chooses one of the options presented by the verbal prompt To route incoming calls on a trunk to an auto attendant you modify the trunk Different trunks can point to different auto attendants About auto attendants Auto attendants automatically answer incoming calls and offer callers various options for directing their call For example your main auto attendant might say Welcome to Barchetta Industries You may dial an extension at any time For Sales press 1 For Customer Support press 2 To hear a recorded message about our special offers press 3 To speak to the operator please hold The preceding example message uses the default Strata CS method for routing calls to users see The Default Auto Attendant on page 9 5 Auto attendants can be powerful tools as follows n You can create additional auto attendants and assign them to different trunks or DID numbers For example if you distribute different phone numbers for your sales department and your accounting department you can create a custom auto attendant for each one n Strata CS lets you nest auto attendants so that one option can take callers to a menu of other options By creating multilevel auto attendants you can offer callers a nearly unlimited number of choices Youcan further customize an auto attendant by
243. git collection signaling for the trunks see Setting up digit collection on an analog trunk on page 5 11 Enable DID for each inbound analog DID trunk see Adding an analog trunk on page 5 10 Assign DID numbers to users or auto attendants see Assigning a DID number on page 6 13 Setting up fax routing You set up fax routing on a per trunk basis for the following trunk types Analog n n Robbed Bit T1 ISDN CAS TI E1 Fax calls can be routed to an auto attendant user or IVR Plug in Usually you route faxes to a user whose station is connected to a fax Server or fax machine Whenever Strata CS detects a fax signal on the trunk the call is automatically routed to this station Note If a DID match occurs on an inbound call the fax is not routed to the auto attendant user or IVR Plug in as described in the trunk The fax instead is routed directly to the DID target For instructions on how to configure specific trunk types to support fax routing see the sections on adding these trunk types later in this chapter CHAPTER 5 MANAGING TRUNKS AND SPANS 5 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Customizing fax routing To route incoming faxes to a pool of fax machines set up a routing list for the user that points to a series of users whose stations are attached to fax machines To handle faxes differently based on time or date route fax calls to an auto attendant and then schedule transfers
244. handling calls with a FreeRide phone D 16 E tel contact information sse D 17 Appendix E Using Performance Counters The Strata CS performance E 2 Viewing performance counters in Windows NT 2000 E 2 Glossary aso a a cb D NUEVE RR ER OVE VI dd ad EE OR Gloss 1 e Index 1 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 1 OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS CHAPTER CONTENTS Welcome to Strata CS 1 2 What s New in Strata CS 4 0 1 3 Before you begin 2 eee Bega ae ee 1 7 Changes in Strata CS from version 2 1 to 3 0 or later 1 7 Changes in Strata CS 3 0 1 8 Configuring Strata CS for the first 1 9 Where to get 1 10 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Welcome to Strata CS Toshiba s Strata CS is dramatically improving the way business professionals communicate An intelligent phone system designed specifically for small to medium sized businesses and branch offices Strata CS combines the power of the desktop computer with the most advanced communications technology available With Strata CS yo
245. hat offer the lowest cost for local calls Write another routing rule that identifies long distance numbers and routes them to the trunks that offer the lowest price for long distance Route long distance calls over an Internet gateway to be made as local calls from a remote Strata CS Server You are in the New York office Your company also has an office in Boston Your New York users make many calls to the Boston area code 617 You would set up an Internet to Phone Number dialing service named Call Through Boston that routes calls over the Strata CS Server in Boston You would then create a routing rule that matches numbers with the 617 area code 1617Nxxxxxx and routes the calls to the Call Through Boston dialing service 8 30 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Schedule the use of different dialing services for the same number to implement least cost routing You have three different carriers for long distance calls One is the least expensive during business hours one during the evening hours of business days and one during nights and weekends You would set up three dialing services for the three carriers In your routing service create three routing rules all of which match long distance numbers but are in effect during the three different times Have each rule route the calls to the appropriate dialing service An example of routing rules Arrange your routing rules in the order
246. he view bar to open the Auto Attendants view File Edit View Tools Auto Attendants Help The Auto Attendant automatically assigned to a new trunk dd du gc Dialing Services Device Monitor 72 Auto Attendants T Item Admin 100 7 Each auto attendant that you create appears as a row in the Auto Attendants view A nested auto attendant is considered a separate auto attendant and appears on its own row The following table shows the information that appears for each auto attendant Column Description Name Descriptive name assigned to the auto attendant Extension Extension number used to connect to the auto attendant DID Direct inward dial numbers used to dial this auto attendant directly Description Additional descriptive information about the auto attendant Double click an auto attendant in the view to open the Auto Attendant dialog box Auto attendants that you create are not used until you assign them to a trunk in the Trunks dialog box as described for the various trunk types in Chapter 5 In this way you can create different auto attendants for various situations and then activate the one you want at the appropriate time 9 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Setting up an auto attendant To set up an auto attendant you must perform the following steps 1 2 3 4 Define the menu choices
247. he Destination Address 10 11 12 7 the Strata CS Server then logs in using extension 208 and password 209 then dials extension 333 on the Server All this occurs behind the scenes the result is that you are connected immediately to extension 333 14 Click Add or Edit to configure each digit between 0 and 9 and the character For each digit do the following Under Destination Address enter the IP address of your Strata CS Server Under Prefix Add enter your Strata CS extension and password separated by the star character as follows lt extension gt lt password gt n Specify a minimum and maximum length of the dial string as shown in the illustration above For most digits this will be the length of a Strata CS extension For 0 specify a minimum and maximum length APPENDIX D USING QUICKNET AND E TEL WITH STRATA CS D 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL of 1 since O is always dialed alone For 9 or whichever digit is your Server s access code for an outside line specify a minimum length of 7 and a maximum of 10 to cover the length of a typical external phone number If you will be dialing longer numbers for instance to make international calls set your maximum accordingly For the character specify a minimum and maximum of 1 15 Click the Time Outs tab 4 e tel FreeRide General Configuration Mm x Time Outs Total dial time 12000 Secs ones eae Time
248. he Emergency tab nennen 4 14 Using standard 911 service with Strata CS 4 14 Using extended 911 service with Strata 5 4 14 How emergency numbers are 4 15 The Other tab ne eee pedet 4 17 Setting dial by name directory 4 17 Presenting a confirmation menu before voice mail 4 18 Setting up Microsoft Exchange synchronization 4 18 Setting the minimum password length 4 20 Chapter 5 Managing Trunks and Spans ADOUE TURKS tH PERIERE Be Coes 5 2 Tr nktypes x ener oen terii Per etiem brides 5 2 ter 5 3 Narning tr nks ea er de ed cast e 5 3 Monitoring tr nks e tee B 5 3 Deleting tr fks Een ice t diel de UR ce eua 5 3 Configuring trunks ener 5 4 Inbound and outbound calls and hunt 5 4 Matching trunk settings with your phone 5 4 Routing inbound calls on a 5 5 Placing outbound calls on a specific 5 5 ANI DID digit collection sees 5 5 Collecting
249. he NetMeeting download page for those users who do not have NetMeeting installed www microsoft com downloads 13 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Connecting two Servers using IP Gateways You can configure Strata CS s integrated Internet gateway to connect two Strata CS Servers over the Internet or a private IP network sometimes called a tie line connection Doing this allows users on one Server to make calls as if they were on the other Server When two Strata CS Servers are properly configured users can do the following a Place calls to extensions on the remote Server In addition to calling extensions users can dial to log in and check remote voice mailboxes or 411 for the remote Server s dial by name directory Place external phone calls through the remote Server Userscan call remote phone numbers as if they were local phone numbers such as calling directory assistance in another city a Place outbound Centrex PBX calls through the remote Server Users can dial remote Centrex PBX extensions as if they were local such as extensions on a legacy PBX system connected to the remote Server a Unify two Servers into a single user environment By creating users of the type IP Gateway on each Server you can make all users appear to be of the user type User Users on each Server can dial each other directly or select extensions for call forwarding and routing lists regardle
250. he Switchboard drop down list Click Next to continue Internet SwitchBoard Switchboard Wizard x Main Switchboard Choose a switchboard to be your Main Switchboard Y ou can edit rename or delete a selected switchboard or create new switchboards r Switchboard Name r Properties Folder CAPROGRAM FILESNQUICKNETNINTERNET Browse Dial BB 0 0 Type Telephone Gateways New Rename Delete D 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 4 Onthe Telephone Gateways wizard screen right click in the list of connection types and choose New Gateway The H 323 Gateway dialog box opens Number Name Boston Office Comet Phone Gateway Boston Office sisi Addes 23456788 Teles Account fo PIN 7 Cancel No dialing conflicts 5 Enter the following required information Top unlabeled field Enter a name for new H 323 Gateway Number Enter one or more digits that you want to press at your Quicknet phone s dial tone to reach your Strata CS Server Gateway Enter the same name that you entered in the top unlabeled field Address Enter the Strata CS IP address This address is the IP address of the Strata CS Server s Internet span Ask your Strata CS system administrator for this number Tel Ext To be connected to a specific party on the
251. he registry key DXCH ADSIALERT AMPLE See VoiceBoard channel settings on page A 20 Message waiting indicator Strata CS notifies the user when a new voice message is received by activating the message waiting indicator on the user s phone Stutter tone Strata CS alerts the user to the existence of unheard messages via a stutter dial tone when the user picks up the phone Padding extensions sent as caller ID on internal calls For internal calls Strata CS passes the user s extension as caller ID Some caller ID displays cannot handle caller ID strings of less than 10 digits On the Phone tab check Pad extensions when sent as Caller ID to pad the short string so the phones display extensions correctly Choose a Padding position Before extension Pads before the extension with the padding character you select for example 186 After extension Pads after the extension for example 186 Setting the number of seconds to ring the phone On the Phone tab in Ring phone __ seconds enter the number of seconds Strata CS rings a user s extension before continuing with the user s routing list or transferring to voice mail This option can also be set in the Strata CS Client Note In North America caller ID is transmitted after the second ring You must increase this setting for caller ID phones in North America so that there is enough time for caller ID to be displayed and read See Number of rings before ans
252. he remote Server Remote Extension of the IP Gateway on the remote Extension Server used by the local Server to log in when connecting IP calls Remote Password of the IP Gateway on the remote Password Server used by the local Server to log in when connecting IP calls Comments Any comments pertaining to the remote Server Double click an IP Gateway in the view to see its properties Creating an IP Gateway The following graphic illustrates an IP Gateway created on a Boston Server for purposes of connecting to a remote London Server g Untitled IP Gateway x General Permissions Local Name London Extension po Password RR Comments perator Operator x 0 Telephone prompts U S English 7 Remote Remote Server s IP address fi 24 64 77 68 Remote IP Gateway s extension 888 Remote IP Gateway s password eed CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To set up an IP Gateway 1 Have the following information ready n The Internet address of the remote Server Theextension and password of the IP Gateway on the remote Server In the IP Gateways view choose IP Gateways New IP Gateway Enter a Name for the IP Gateway Typically the name describes the remote Server s location for example London 4 Assign the IP Gateway a unique extension The extension is not me
253. he station being monitored by the TSP any TAPI compatible application running on the same PC is notified of the call The application can then perform functions such as getting caller ID or DID transferring the call putting the call on hold parking the call or hanging up TAPI applications can also place new calls CHAPTER 14 EXTENDING STRATA CS 14 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL While any TAPI compatible application should work with Strata CS the following contact managers are actively supported Act 3 0 4 0 and 2000 n GoldMine 4 0 and 5 0 and FrontOffice 2000 Microsoft Outlook 98 and Outlook 2000 For detailed instructions on how to install the TSP and use it with the supported contact managers see the chapter on Installing the Strata CS Workstation Applications in Strata CS Installation amp Maintenance Manual If you are writing a TAPI compliant application see the online Strata CS SDK and API Programming Guide TVSDK PDF for a discussion of the TAPI features that the TSP supports The developer s guide is installed with the SDK Extending Strata CS with third party devices Many telephony devices produced by third party vendors such as fax servers or voice mail systems can be integrated into the Strata CS Server This option is only available for devices connected to MSI boards To use a third party device with Strata CS attach the device to a Strata CS station and configure it using the t
254. his information is useful for monitoring current usage and identifying potential bottlenecks File Edit View Tools Device Monitor Help Station Status Assignment user two 102 user three 103 user four x 104 user five x 105 In loop current v4 dle Trunk 3 No loop current Trunk 4 dle Trunk 5 No loop current r4 Trunk 6 7 No loop current Trunk 7 Services 8 No loop current Trunk 8 Server status Started 16 Items Admin x100 TV QA40 kg 4 Note You can view the same information and perform the same tasks using the Device Monitor utility which runs independently of the Administrator The Device Monitor utility TVDevmon exe is installed on the Strata CS Server Monitoring station activity The following table shows the information that is presented in the upper pane for each Strata CS station internal telephone Column Description Station Number that corresponds to the MSI board resource to which a phone is attached Idle station or trunk Also known as on hook Fo Active station or trunk Also known as off hook CHAPTER 11 MONITORING amp BACKING UP 11 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Status Current station activity Station status codes include Startup Strata CS system is starting Idle Station is free on hook In Call Station is in use off hook 2 a Playi
255. hoice 7 To Change the caller s telephone prompts to another language that was installed with Strata CS select the language from the drop down list When callers press the key associated with this action all subsequent prompts are in the language you specify here For example to give callers the option of accessing a dial by name directory in Spanish set up a dial by name menu choice on the General tab and then select Spanish on the Advanced tab 8 To display custom data in the Client s Call Monitor or send custom data to an IVR Plug in or to a queue when a caller selects this menu choice check Set custom data when this menu choice is pressed Enter the Name and Value of the variable to send The name of the variable must match the name expected by the Call Monitor or IVR Plug in or queue exactly For example your auto attendant might say For product ABC press 1 For product XYZ press 3 For the two menu choices you could set 9 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL these fields as follows Menu choice Variable Name Variable Value 1 Product ABC 2 Product XYZ The Call Monitor would then indicate whether a call was regarding product ABC or XYZ For details on how to configure the Call Monitor to display custom variables such as these see Chapter 15 of Strata CS Client User Guide For more information about IVR Plug ins see Chapter 14 Extending S
256. holidays you can type dates and times in most formats Your entries are converted to a standard format that is based on your Windows regional settings Defining business hours and holidays Business hours and holidays are used by Strata CS to schedule transfers and greetings notifications and call rules CHAPTER 4 DEFINING SYSTEM SETTINGS 4 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To define business hours and holidays 1 Onthe General tab click Business Hours The Business Hours dialog box opens Business Hours 9 00 AM 6 00 PM 3 00 AM 6 00 PM 3 00 AM 6 00 PM 9 00 AM 6 00 PM 9 00 AM 6 00 PM M 2 2 E Den 2 pomsom pom som NEN x oos 2 Ifyou have more than one set of business hours defined select the Name of the set to edit from the drop down list On the Work Hours tab check each day that is a Work day Set Work hours for each work day by entering the starting and ending times for that day in your organization 4 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 5 define holidays click the Holidays tab Business Hours peim 28 38 12 24 1999 12 25 1883 All day 6 Click Add to add a new holiday Click Edit to edit an existing one Edit Holiday fe 9 00 00 AM 1 00 00 P
257. hone 13 3 Calling Strata CS from H 323 terminals such as Net Meeting 13 4 Using Windows 2000 Phone Dialer as an H 323 terminal 13 6 Enhancing Web page with Call Us 13 6 Connecting two Servers using IP 13 7 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Overview of creating an IP Gateway connection 13 8 Illustration of an IP Gateway seen 13 9 Creating an IP 13 9 Creating IP Gateway dialing 13 13 Calling Strata CS extensions on the remote Server 13 13 Placing phone calls through the remote Server 13 15 Placing Centrex PBX calls through the remote Server 13 16 Creating Gateway users to unify two Strata CS Servers 13 17 Fine tuning your IP connection seen 13 20 Chapter 14 Extending Strata CS About extending Strata CS essere 14 2 Extending Strata CS with off the shelf applications 14 3 In band signaling applications eee 14 3 TAPEappliCatiohs PE RE 14 3 Extending Strata CS with third party
258. ialed digits then adds an account name and password as a suffix gateway mynetphone net 1 1234 1234 The following table illustrates some of the possibilities that exist for defining the new number used by a routing rule The first column shows number patterns and dialed digits that match those patterns The second column shows New Number patterns that incorporate some or all of the dialed digits and the number that results from applying the new number pattern to the dialed digits 8 40 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Note The last example in this table assumes that the U S is the country and 617 is the area code the Location Settings of the routing rule s dialing service Match pattern Dialed digits New Number pattern Number produced by pattern 1NXxNXXXXXX NxxNXXXXXX 16173540600 6173540600 INxxNxxxxxxX Nxx 5 11 16173540600 6173540600 1NxxNxxxXXXX 5 11 16173540600 3540600 lNxxNxxxxxx 5 6 7 8 9 10 11 16173540600 3540600 1NxxNxxxxxx 1 18005551111 1211 E 18005551111 1211 E 1Nxx 18002255288 1Nxx 4321 16173540600 18002255288 16173540600 4321 NXXXXXX 1010321Nxxxxxx 3540600 101032116173540600 NXXXXXX 1617NXXXXXX 3540600 16173540600 CHAPTER 8 MANAGING OUTBOUND CALLS 8 41 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 9 HANDLING INBOUND CALLS CHAPTER
259. ication Note You do not need to reserve devices when developing an IVR Plug in which will automatically share Strata CS s Dialogic resources as needed To connect a fractional T1 or E1 line to Strata CS For example you may have a 1 line with 12 channels instead of 24 To connect this T1 line to Strata CS you still connect it to a Dialogic card with 24 channels but you disable half of the channels When Strata CS starts it will see 12 instead of 24 trunks which will match the fractional T1 line You must be sure to disable the correct half for example trunks 1 12 or trunks 13 24 whichever matches the fraction of the T1 line you have To ignore several trunks on a voice board and use its voice processors only For example you may want to support a 1T1 by 24 station configuration in the minimum number of slots The best way would be to install a D480SC 2TI card that supports two lines and 48 voice processors in one slot and an MSI240 board to support 24 stations in a second slot You would install the 2T1 line card even though you only have one line because the 04805 2 1 card has 24 extra voice processors that you can use to provide dial tone and voice prompts for the 24 stations Installing a D240SC T1 card and a D240SC card for the voice processors would require more slots For this configuration you would disable the network resources for the second T1 line on the D480SC 2T1 card Strata CS will not see them when s
260. ication support in Chapter 10 of that manual for more information On the Notifications tab under After receiving a message notify this user via e mail select one of the following options from the drop down list Do not send e mail notifications The user does not receive e mail notification of new voice messages Send e mail for all messages The user receives an e mail notification whenever they receive a new voice message Send e mail for urgent messages only The user receives an e mail notification whenever they receive a voice message marked urgent In the E mail address es field enter the e mail address to which notifications are sent Separate multiple addresses by semicolons Note Valid e mail addresses must be in the format userecompany com or be resolvable via the address book of the e mail client configured on the Strata CS Server For example the e mail address Bob Smith will work if the address book is configured to look up or resolve on that name In the next drop down list set whether the voice message is attached to the e mail as a file by selecting one of the following Do notattach voice message The voice message is not attached to the e mail Attach voice message Messages are attached to the e mail and also appear in the user s Strata CS Inbox marked as unheard Attach voice message and mark as heard Messages are attached to the e mail and appear in the user s Inbox mar
261. ication to CLASS phones Valid settings are n 0 SDMF Single Data Message Format 1 MDMF Multiple Data Message Format Default is 0 SDMF format APPENDIX A STRATA CS CONFIGURATION SETTINGS A 25 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using the Strata CS Settings program The Strata CS Settings program TVSettings exe is a utility that you can use to view and alter settings for both the Server and individual users The Strata CS Server uses a database to store numerous settings Other Strata CS settings are stored in the Windows Registry of each machine The Strata CS Settings program can be run on either the Server or a client workstation You must have Administrator permissions to run it Use this utility with extreme caution preferably under the direction of Toshiba Strata CS Technical Support engineers Logging in The Strata CS Settings program is located in the Administrator or Client directory default locations are Program Files Strata CS Administrator and Program Files Strata CS Client but no shortcut to it is created during installation To use TVSettings 1 Double click TVSettings exe in the Strata CS Administrator or Strata CS Client directory Username Admin Password cnt 2 Loginas an Administrator A 26 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Viewing current values The main window of the program displays a list
262. ice provided by Regional Bell Operating Companies RBOC s on analog lines that identifies a caller by providing the originating phone number and if enabled the caller s name See also automatic number identification ANI p G 3 caller ID on call waiting p G 6 dialed number identification service DNIS p G 9 direct inward dial DID p G 11 Regional Bell Operating Company RBOC p G 21 Caller ID on Call Waiting feature available on some phones that provides identification of incoming callers when the recipient is already on a call See also call waiting p G 6 caller ID p G 6 Carrier Any company such as a RBOC long distance phone company or CLEC that provides telecommunications circuits and services such as analog lines T1 lines local or long distance service and caller ID ANI or DID DNIS services See also automatic number identification ANI p G 3 caller ID p G 6 common carrier p G 8 Competitive Local Exchange Carrier CLEC p G 8 dialed number identification service DNIS p G 9 direct inward dial DID p G 11 private carrier p G 20 Regional Bell Operating Company RBOC p G 21 T 1 p G 24 Central Office CO Also called CO A telephone company facility where subscribers phone lines are connected to switching equipment Centrex A phone company service that provides PBX functionality such as extensions conferencing call forwarding and transferring See also
263. id this effect the NetMeeting user must use an echo cancelling microphone NetMeeting is included with Windows 2000 To download NetMeeting for other operating systems 1 Goto www microsoft com downloads 2 Select NetMeeting from the top list select your operating system from the bottom list and then click Find It To allow Strata CS users to place calls to Microsoft Net Meeting or other H 323 terminals 1 Inthe Strata CS Administrator create an Internet Address dialing service see page 8 14 2 Assign the service a name and an access code for example Internet and 71 Placing calls to Net Meeting from the Strata CS Client Internet calls can be made from within the Strata CS Client anywhere users can enter phone numbers for example from the Place Call To dialog box when adding a contact in a routing list action when forwarding calls and so forth Users select an Internet Address dialing service and then enter the IP address or DNS machine name of the PC running Net Meeting For example entering either of the following in the Address field of the Call Forwarding dialog box forwards all calls to NetMeeting at that location DNS machine name namemycomputer mycompany com IP address 123 45 67 89 i Forward Calls change where am to another extension Call using 72 Internet to my home number to my second home number P 223456788 cok area Address 123456788
264. ient s Place Call To dialog box the number would reach a routing service as 617 3540600 Phone numbers dialed from a telephone on the other hand reach the routing service exactly as dialed When the Client sends a number to a routing service it also specifies whether or not the number must be used exactly as dialed see Strata CS Client User Guide for information about entering a phone number by using a dialing service If this information indicates that the number can be altered area code and country code information is stripped from the number before the routing service processes it Putting local numbers from the Client and the telephone into the same seven digit form allows you to use the same routing rules for local phone numbers from both sources For local calls area code 61793540600 is stripped from number supplied by Client Routing service receives the same dialed number from either source 8 32 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL A routing service does not have location settings of its own but every routing service is configured with a default dialing service see Adding a routing service on page 8 33 The location settings of the default dialing service supply the information needed to convert a number to the local form Applying permissions in routing services When a routing rule has a Phone Number dialing service as its target the target dialing servic
265. ies have been retrieved Alow setting minimizes the delay before information is displayed but you must retrieve entries more often to scroll through the entire Call Log 3 Click OK Note This option controls how many entries are transferred in one request but does not limit the entries available for view All Call Log entries are always available by choosing Call Log gt Next Calls or Previous Calls or using the buttons on the toolbar By default only external calls are logged For information about logging internal calls see Logging internal calls on page 4 8 For information about archiving the Call Log see Archiving the Call Log on page 4 8 11 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Exporting the Call Log You can export system call records to a comma separated value CSV file that can be read by most spreadsheet and database programs Exported Call Log entries are not deleted from the Strata CS database and the size of the Strata CS database does not change after an export 1 Choose File gt Import and Export The Import and Export Wizard opens 2 Under Select an import or export action select Export Call Log and click Next 3 In Save exported file as enter the filename and path for the exported file or click Browse to specify a destination Under Options enter the Start date and End date Click Finish to export the file Depending on the size
266. il 6 27 call forwarding follow me 6 27 call handling ACD 5 5 fax routing setting up 5 7 inbound calls on a trunk 5 5 routing 5 4 multiple users at one station 6 13 outbound calls managing 8 1 on a trunk 5 5 restricting 8 26 routing 5 4 Call Log archiving 4 8 4 9 setting Strata CS to log internal calls 4 8 Call Log view 2 4 call routing about 9 2 flowchart for Administrator 9 3 for Client 9 3 to a single ACD workgroup 9 2 to a single user 9 18 to an auto attendant 9 2 to an IVR Plug in 9 2 to groups 9 2 trunk directly to a user 9 2 using DID 9 2 call screening setting up 6 24 calls entering account codes 10 7 CAS adding a digital span 5 17 Center Agent license requirement Call 3 2 Centrex PBX Extension dialing service adding 8 12 Centrex PBX transfer 6 27 changing default Server 2 3 station ID 2 3 CLASS 6 28 Client license requirement 3 2 codecs for Internet transmissions 5 22 8 21 specifying for an Internet dialing service 8 21 codes for a call entering account 10 7 codes minimum maximum length for account 10 3 columns showing or hiding in a view 2 9 columns in Administrator views 2 9 commands shortcut menu 2 6 using in views 2 6 using toolbar 2 6 confirmation menu voice mail 4 18 converting audio recordings to new file format 2 10 CS 2 1 Upgrading from Strata 1 7 CSV files for system prompts 12 3 12 4 D Default Auto Attendant 9 5 defaults 0 for ex
267. il it is archived Archive filename Location of the Call Log archive file on the Strata CS Server This file is in CSV format and can be viewed with most spreadsheet or database programs Overwrite archive every days Number of days worth of automatically archived information that will be appended to the Call Log archive file At the end of that time information in the file will be deleted and the file will be reused CHAPTER 4 DEFINING SYSTEM SETTINGS 4 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Archive will be overwritten on Date and time when the Call Log archive file will next be overwritten and the data in it deleted To preserve the archived data back up the file just before it will be overwritten 3 Click Archive Now to manually archive the Call Log according to the settings specified above The archive begins immediately and may take several minutes to complete You cannot perform any other Administrator functions until the archive completes You can perform a manual archive at any time whether or not automatic archiving is turned on 4 Click OK to save your archiving settings The Storage tab The Storage tab controls how Strata CS s database stores your system configuration settings and voice files System Settings Dialing Emergency Other General Licenses Call Log j r Disk usage Database 8 used 8128 KB out of 102400 KB Messages 1 used 2494 KB out of 173375 KB
268. il recording information which can then be used to generate reports See also call detail recording CDR p G 5 Call Announcing Also called call screening screening a call A Strata CS feature that verbally announces a caller before putting a call through allowing the recipient to decide whether or not to accept the call Strata CS announces the name of callers it recognizes and can prompt unidentified callers to say their names before they hear the recipient s phone ring Call Center Any workgroup of agents sales support and so forth whose primary job is to place or answer calls Inbound call centers use automatic call distribution systems and outbound call centers use predictive dialers These automate the handling of large volumes of calls See also automatic call distribution ACD p G 3 predictive dialer p G 20 GLoss 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Call Center Agent Also called agent User operator or representative who participates in a queue Typically a person handling sales or customer service calls See also automatic call distribution ACD p G 3 Call Center Agent License A license purchased from Toshiba for each Call Center Agent in a queue In an ACD workgroup a license purchased from Toshiba for each agent on whom you want to run reports using the Call Center Reporter If ACD workgroup reports are made by trunk only just one license is requi
269. ilbox of the user who made them Select a name from the Send call recordings to drop down list on the Recordings tab to send recordings made by the user to another user s mailbox Note This option is disabled if the user has been prevented from making call recordings 6 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Notifications tab You can set Strata CS to send an e mail message or call a pager whenever a user receives a new voice message This feature is convenient for users who work at remote locations and do not use the Client program You can receive notifications for all voice messages or for urgent messages only Kevin Flaherty User Do not send e mail notifications Do not attach voice message 4 Do not send pager notifications 3 Phone number 4 E mail notifications can contain Caller s name Phone number at which call originated Strata CS extension at which message was left Voice message length Notes associated with the message Voice message as an attachment Pager notifications can contain Caller ID for message Strata CS extension that was dialed Voice message length CHAPTER 6 MANAGING USERS AND STATIONS 6 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Setting e mail notification Make sure e mail notification is configured properly as described in Strata CS Installation amp Maintenance Manual See Configuring e mail notif
270. illiseconds to wait for loop current before dialing an outside number Set this to zero to skip loop current checks when making outbound calls Defaultis 1400 milliseconds WrapupTime DWORD value specifying the number of milliseconds for an ACD workgroup between when an agent hangs up a call and when the caller waiting the longest is notified that the agent became available Default is 4000 milliseconds Strata CS Workstation applications registry settings All supported Strata CS workstation registry settings are found or can be created under the registry keys presented in this section The workstation application settings are divided into those that apply to the current user following section and those set for the local machine beginning on page A 9 APPENDIX A STRATA CS CONFIGURATION SETTINGS A 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Current User Settings The workstation application settings in this section are located in HKEY CURRENT USER HKCU Software Toshiba Strata CS Client Admin App LoggedInUserId STRING value indicating the ID of the user who last logged in Default is empty string on installation HKCU Software Toshiba Strata CS Client Logon Client Logon Extension STRING value specifying the user s extension Default is 0 Server STRING value specifying the name of the Strata CS Server computer May be either a
271. in the System Prompts and Prompts section of the TVLENOO INI file You also need to provide the TVLENOO V AP file so that your voice vendor can match the indexing of the new VAP file to the existing one Testing the recorded prompts It is important that you thoroughly test all voice files that you receive back from the vendor to ensure Accuracy of file names Synchronization of written and spoken prompt content Quality of voice recording Accuracy of index order and format of the VAP file CHAPTER 12 SYSTEM PROMPTS 12 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL See Testing system prompts on page 12 10 for information about using the Sentence Tester to assist with some of these tasks Deploying the new prompts After all files are tested you can replace the existing prompt files with the new ones Place all new VOX files and the VAP file in the following directory C Program Files Strata CS Server Vfiles User The following auto attendant prompts must also be copied to the User directory AACLOSED VOX AAHI VOX AA4SBN VOX AAOPORWT VOX The default location is C Program Files StrataCS Server Voice Files EN00 Recording over system prompts yourself When you record over system prompts yourself you can record all the VOX files as well as the VAP file as with professional recording or record just the VOX files and use the VAP file included with Strata CS If you don t record over all the
272. information from the Server including the appropriate Server logs Server log files are critical to successfully identifying and solving many problems Because these files can be large by default the Wizard collects Strata CS Server log information only for the period of time during which the problem occurred Important You can choose to include all the available Server log information when you run the Problem Report Wizard Be aware that doing this can result in a very large problem report package A large package can make it more difficult for your technical support representative to identify the problem Therefore use this option described in the following procedure on a case by case basis and only if you need to capture as much history information as possible before the log files are overwritten Be sure to delete the problem report package from your system as Soon as you send it to your technical support representative to regain disk space To report a Strata CS Server problem 1 OntheStrata CS Server choose Start Programs Toshiba Strata CS Server Strata CS Problem Report Wizard The Problem Report Wizard opens 2 Answer the questions presented in each Wizard window To include all the available Server log information in the problem report CHAPTER 11 MONITORING amp BACKING UP 11 23 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL package uncheck the Limit logs to the following time frame Reporting workstat
273. ing 5 21 Internet telephony 13 1 Internet using to connect to Servers 13 7 Internet to Centrex PBX Extension dialing Service 13 13 adding 8 17 Internet to Phone Number dialing service 13 15 adding 8 15 Internet to Phone Number service entering location settings for 8 20 IP Gateways calling extensions on a remote Server 13 13 Centrex PBX calls through a remote Server 13 16 creating 13 9 dialing services for 13 13 outbound calls through a remote Server 13 15 overview 13 7 view 13 10 IP Gateways view 2 5 IP network codecs for 5 22 IP network using to connect two Servers 13 7 IP port license requirement 3 2 ISDN BRI adding a digital span 5 18 ISDN adding a digital span 5 17 items copying and pasting into the Problem Report Wizard 2 9 creating 2 8 creating a new item based on an existing item 2 8 deleting 2 9 in views 2 5 using commands on 2 6 items working with 2 6 IVR Plug in licensing 14 11 routing calls to 9 2 IVR Plug ins view 2 5 L language prompts English 4 4 Spanish 4 4 U K English 4 4 U S English 4 4 language system prompts 4 4 length for account codes minimum maximum 10 3 license requirement Call Center Agent 3 2 Client 3 2 IP port 3 2 Server 3 2 Trunk 3 2 license requirement Station 3 2 licenses adding 1 9 entering 3 4 Server 3 2 light message waiting 6 44 location settings entering 8 20 Log view Call 2 4 Log view Maintenance 11 20 logging i
274. ing a custom time rule you can enter dates and times in most formats they are converted to a standard format based on your Windows regional settings To set up a custom time rule 1 Click Custom Hours in either the Schedule Notification dialog box for users or the Schedule Action dialog box for auto attendants The Custom Hours dialog box opens Dates This schedule will be active on the following days Days Hours Monday Tuesday 5 00 8 00 PM Wednesday Thursday p00PM B00FPM Friday EE Saturday Sunday 2 On the Days tab check each day of the week when you want the custom schedule to be active If you leave the Hours field blank for a selected day the entire day is included in the custom schedule To include only part of a day enter starting and ending hours for the included period 6 22 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 3 Onthe Dates tab click Add if you want to apply the custom schedule to a specific date Custom Hours 4 Inthe Custom Date dialog box type the Custom Date and then click All day or Partial day For a partial day enter starting and ending times to indicate the hours that are included in the custom schedule Custom Date 11 23 1333 fe 03 00 AM 5 Click OK to add the custom date CHAPTER 6 MANAGING USERS AND STATIONS 6
275. ing systems Product literature fax on demand systems Movie rating and information lines Talking classifieds 14 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Predictive dialers Golf tee reservation systems Skicondition hotlines IVR Plug in licensing IVR Plug ins are licensed at runtime and count against your station licenses Your system may be configured to support an unlimited number of Plug ins but each simultaneous call to an IVR Plug in will consume one station license for the duration of the call For example if you have a system with 16 station licenses and 15 of those stations are assigned to users you have one free station license that can be applied to calling an IVR Plug in If one person makes a call to a Plug in and during the call another user makes a call to the same or a different IVR Plug in at that point the caller hears a message that the extension is not available and an error is logged to the Strata CS Server s Windows NT Event Log saying that the license count has been exceeded The Device Status API The Device Status API provides functions that allow an application to monitor the status of all devices stations and trunks on a Strata CS Server The application can obtain the device name number hook state current activity and extensions for each device on the system Each extension can be examined for the extension number the user s name and wh
276. ing the Device Monitor essent 11 3 Monitoring station 11 3 Monitoring trunk 11 4 Enabling and disabling trunks eese 11 5 CONTENTS BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Restarting stations or trunks sse 11 6 Starting a new Server 109 11 7 Using the Gall LOG s iter tt e t irt 11 7 Displaying a specific number of Call Log entries 11 10 Exporting the Call Log een 11 11 Monitoring database and disk 11 11 Backing up Strata CS ernpu pe aaae Ea a Rae aa aia 11 11 Restoring Strata CS data sss 11 12 Shutting down the Strata CS 11 14 Moving a Strata CS Server to another machine 11 14 Viewing the Windows Event Log ee 11 14 Strata CS related Windows Event Log messages 11 15 TT 2alaninS MP LE LERRA 11 19 Using the Maintenance Log 11 20 Reporting problems sees 11 20 The problem report
277. ings For more information see About system settings on page 4 2 Configure your trunks In addition to physically connecting your trunks you must define them in the Trunks view in the Administrator in order to use them and configure the trunk behavior This is true for every kind of trunk analog T1 E1 or Internet See Adding trunks on page 5 3 Create users Define your Strata CS users assign them stations extensions and passwords record their voice titles set up their voice mailboxes and define their permissions See About adding a user on page 6 7 Set up outbound call handling See Chapter 8 Managing Outbound Calls Set up call routing for inbound calls You can have calls sent to an operator or directly to users via direct inward dial DID without going through the main auto attendant See CHAPTER 1 OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS 1 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Where to get help About call routing on page 9 2 Optionally you can route calls to an auto attendant that answers incoming calls automatically and lets callers enter extensions to connect with users If you want to use auto attendants record a greeting and prompts for each one and set up any options that your menu should offer the caller Apply scheduling to your auto attendants to have them change with your business hours See About auto attendants on page 9 4 You can get help from Strat
278. ion application problems For a problem with any of the Strata CS workstation applications Client Administrator or TAPI Service Provider run the Problem Report Wizard on the computer that is experiencing the problem The Wizard automatically collects the required information To report a workstation application problem 1 Onthe computer that is experiencing the problem choose Start Run Enter the following path and then click OK The path on your system may be different C Program Files Common Files Toshiba Strata CSV TVPRwizard exe The Problem Report Wizard opens 2 Answer the questions presented in each Wizard window Reporting distributed problems For a problem that involves both a workstation application running on a user s computer and the Strata CS Server a distributed problem usually involves the Client Call Monitor you should gather information from both computers before contacting your technical support representative The Problem Report Wizard assembles all the information so that your technical support representative receives all the necessary information about the problem in one CAB file To report a distributed problem 1 Run the Wizard on the user s computer to collect information about that computer and create a problem report package follow the instructions for reporting a workstation application problem on page 11 24 2 Check This problem involved a specific call or message and then copy and
279. ion is connected The application can generate custom reports concerning the calls handled by Strata CS n The Client API Using the Client API applications can interact with the Strata CS Server database The remainder of this chapter provides an overview of each API For more detailed information see the Strata CS SDK and API Programming Guide The IVR Plug in API The IVR Plug in API enables a custom application to function as a virtual extension on the Strata CS Server The application called an IVR Plug in can act just as if it were using a regular extension assigned to a user IVR Plug ins run on the Strata CS Server and are assigned an extension in the Strata CS Administrator s VR Plug in view Programmers use the IVR Plug in API to get CHAPTER 14 EXTENDING STRATA CS 14 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL notification of new calls from the Strata CS Server retrieve caller ID DID or other call data and then optionally perform any voice processing get digits play or record greetings perform database lookups and so forth using a telephony toolkit After an IVR Plug in finishes processing the call it can hang up or transfer the call back to any Strata CS extension auto attendant voice mail box or even another IVR Plug in IVR Plug ins can also make outbound calls which can be useful for predictive dialing applications IVR Plug in sample programs The following IVR Plug in sample applications are includ
280. irst time first complete the following tasks as described in Strata CS Installation amp Maintenance Manual n n n Install the Dialogic hardware and drivers in the Strata CS server computer Physically connect your trunks and stations Install the Strata CS server and Strata CS Administrator This chapter outlines the tasks you must perform after installation Detailed instructions for each step are in subsequent chapters Changes in Strata CS from version 2 1 to 3 0 or later The following administrative tasks have changed in this version of Strata CS n n Licensing has changed See About Strata CS licenses on page 3 2 Outbound calls are now made via dialing services that you create and configure in the Administrator See About dialing services on page 8 2 Dialing services provide a way to restrict the numbers that can be dialed by all users You can also define exceptions to further restrict or permit user dialing See Permissions tab on page 8 26 Location settings and dialing rules are now part of dialing services and must be defined separately for each service See Location Settings tab on page 8 20 Business hours and holidays are now defined centrally This lets both users and administrators set up features that change automatically according to schedules If you previously had auto attendants that included business and holiday hours those hours must be redefined in system settings See Busines
281. is not used for users of the type ACD workgroup or IP Gateway Strata CS assumes that a user is located at the phone specified by the user s station ID unless someone specifies otherwise Inbound calls Calls to the user s extension ring that station unless the user routes calls elsewhere by using call forwarding or a routing list Outbound calls Calls from that station appear in the Call Log as from the user and are subject to the user s dialing restrictions and permissions unless another user logs in to that station Outbound calls from a station are identified by Strata CS as belonging to one of the following The user logged in using the telephone commands n If no one is logged in using the telephone commands the user who last logged in using the Client Ifnoone else is logged in the default user for that station When you create a new user of the type User you can accept the station ID suggested automatically by Strata CS or you can assign a different one Strata CS suggests the next highest station ID that has not yet been assigned and it reuses station IDs that have been unassigned By default new station IDs are assigned starting with station ID 1 If you want to start with a different station ID choose Tools Options and then enter the Starting station number under User auto suggestion Station ID corresponds to the interface on the MSI board to which the station is connected On systems with analog t
282. iseconds for internal and external calls in routing lists Default value is 6000 milliseconds Server SendDigitsToStationDelay DWORD value that specifies the delay in millseconds before sending digits to a station for example DID digits Default value is 0 milliseconds Server TrunkAllocationInterval DWORD value that specifies the amount of time in milliseconds that Dialing Services wait before trying to allocate another trunk This is only used when a trunk is not responding If you decrease this value you also need to decrease WaitLoopCurrentTimeout see page A 7 Default value is 1800 milliseconds System MinAdminBuild DWORD value that specifies minimum build version number of the Administrator program that is allowed to log on to the Server Default value is 0 A 32 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL System items on the Server database System MinClientBuild DWORD value that specifies minimum build version number of the Client that is allowed to log on to the Server Default value is 0 System MinDevMonBuild DWORD value that specifies minimum build version number of the Device Monitor that is allowed to log on to the Server Default value is 0 APPENDIX A STRATA CS CONFIGURATION SETTINGS A 33 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL APPENDIX B COMMAND LINE OPTIONS Starting Strata CS from the command line You can use op
283. ith 44kHz full bandwidth voice samples to choose from Ask your vendor to provide voice samples that have been re sampled to u law PCM Mono 8 kHz the format used in Strata CS This will ensure that your selection is based on how the voice will actually sound when used in your Strata CS system Keep in mind that high pitched voices and high frequency sounds degrade more as a result of this type of re sampling resulting in considerable change in higher frequency sounds at telephony bandwidth 12 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using the standard Strata CS voices To add or modify prompts using one of the standard Strata CS voices contact these companies that provided the original set of prompts They can record new voice files using the standard voices Language Voice Contact U S English Ellen Marketing Messages 51 Winchester Street Newton MA U S 02461 800 486 4237 phone 617 527 3728 fax http www marketingmessages com Latin American Claudia Marketing Messages Spanish U K English Helen Marketing Messages 51 Winchester Street Newton MA U S 02461 800 486 4237 phone 617 527 3728 fax http www marketingmessages com Providing a script for the vendor After voice selection has been made you must provide your vendor with the script the list of prompt files and the text of each prompt The list of prompt files is available
284. ith this dialing service a user can pick up the phone and dial 9 plus a phone number Strata CS then places the call on the first available trunk This dialing service is often the only dialing service that a company needs Using routing services to manage other dialing services If you need to create several different dialing services you may be able to simplify dialing for your users by creating routing services A routing service is a special type of dialing service that routes the number dialed to other dialing services A routing service prioritizes the dialing services by following rules based on the phone number dialed and optionally on the time of day or day of the week A routing service can do the following Allow users to dial a single access code for all their phone calls Routing rules can automatically determine the best dialing service for a given call and are not limited to a single type of trunk Automatically route a call to trunks on an alternate dialing service when all the trunks of the preferred dialing service are in use Perform least cost routing by selecting the least expensive dialing service for a given phone number and time For example you might have two different carriers for long distance calls One carrier is the least expensive during business hours and the other during evenings and weekends You can set up a dialing service for each of the two carriers You can then set up a routing service tha
285. ize messages with Microsoft Exchange to synchronize message deletions between Strata CS and Microsoft Exchange Then enter Exchange Server name Name of the Exchange Server on your LAN Synchronization interval How often the synchronization takes place in minutes The default is one minute 2 Setup e mail notification for the user see Setting e mail notification on page 6 18 3 Enable Exchange synchronization for the user see Enabling Microsoft Exchange Server synchronization on page 6 16 Note The user s Microsoft Outlook client must be configured to deliver messages to a mailbox on the Exchange Server Exchange Server synchronization does not work if the user s Outlook client is configured to deliver messages to a PST file on the local computer CHAPTER 4 DEFINING SYSTEM SETTINGS 4 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Setting the minimum password length Enter the Minimum password length the shortest permissible password to log in to Strata CS the maximum password length is 12 numeric digits Set this field to 0 if you want to allow users to log in without using a password The default is 0 When you change the minimum password length existing passwords shorter than the new minimum length continue to work until they are changed 4 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 5 MANAGING TRUNKS AND SPANS CHAPTER CONTENTS About
286. k will be used for another outbound call Default is 3000 milliseconds BCPComPort DWORD value specifying the COM port used to connect to the BCP panel for Watchdog mode The watchdog signal is transmitted by Strata CS over a serial cable that connects the PC COM port to the RS 232 Watchdog Signal port on the connection panel Default is 1 indicating that the serial cable is connected to the COMI port If you are using the COMI port for another device such as a mouse change this setting to 2 and use the 2 port ConferenceMgrl and ConferenceMgr2 In an environment that has both Strata and MSI station boards these values specify whether Strata CS uses all of the available conference managers on the Strata boards before using the conference managers on the MSI boards or vice versa The following case sensitive codes are used to refer to the MSI and Strata boards TvMsi TerminalMgr and TvStrata TerminalMgr Default settings use the conference managers on the MSI boards first ConferenceMgrl TvMsi TerminalMgr ConferenceMgr2 TvStrata TerminalMgr DbCacheInterval DWORD value specifying the number of minutes between database cache refreshes Default is 5 minutes Setting to zero to turns off cache refreshes DisableDevices See Disabling Dialogic devices on page A 13 for details Default is 0 APPENDIX A STRATA CS CONFIGURATION SETTINGS A 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Empty
287. ked as already heard Attach voice message and delete from Inbox Messages are attached to the e mail only and do not appear in the user s Inbox You cannot select this option if Exchange synchronization is enabled for a user see Enabling Microsoft Exchange Server synchronization on page 6 16 Setting pager notification On the Notifications tab under After receiving a message notify this user via pager select one of the following options from the drop down list Do not send pager notifications The user does not receive pager notification of new voice messages Senda page for all messages The user receives a page whenever a new voice message arrives 6 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Senda page for urgent messages only The user receives a page whenever a voice message marked urgent arrives In the Page using field select the dialing service that you want Strata CS to use to dial the user s pager In the Dial Sequence field enter the dial string for the pager including the phone number of the paging service and the pager s PIN if required The dial string can contain any touch tone digit 0 9 You can enter commas to indicate 1 second pauses in the dial sequence You can also use the following special characters to add information to the page lorisends the caller ID number for an external call or Strata CS extension for an internal call
288. ks allocated by 8 18 Internet to Centrex PBX Extension 13 13 Internet to Phone Number 13 15 permissions example 8 27 Phone Number dialing service using a prefix and suffix 8 11 setting permissions 8 26 specifying codecs used by an Internet service 8 21 types 8 2 types supported 8 2 using to troubleshoot trunks 8 7 Dialing services view 2 4 dialing timeouts setting 4 12 Dialogic devices disabling A 13 DID sending digits to stations 14 4 digit collection about 5 5 setting up on analog trunk 5 11 digital spans 5 9 Direct Inward Dialing DID assigning number to a user 6 13 7 5 routing calls to auto attendants 9 2 routing calls to users 9 2 disabling dialing services while creating them 8 7 Dialogic devices A 13 digital spans 11 5 record of in Maintenance Log view 11 20 disconnect tones A 12 tones fax detection A 12 disk space allocating for users 4 11 display phone format MDMF 6 43 INDEX 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL display phones changing format from MDMF to SDMF 6 43 documentation online Help 1 10 SDK Help 1 10 duration wink 5 14 e mail NT Event Log notifications 4 4 e mail synchronization Microsoft Exchange Server 4 18 emergency calls settings for 4 14 English language prompts U K 4 4 U S 4 4 entering account codes for a call 10 7 Event Log viewing 11 14 Excel See Microsoft Excel Exchange Server see Microsoft Exchange Server exporting
289. l External calls routed to the user by an auto attendant or operator External direct Calls dialed directly using the user s DID number or calls that come in on a trunk configured to send calls to this user Check Ask callers without a voice title for their name for Strata CS to prompt callers to say their names if no voice titles have been recorded for them If the user has a phone with caller ID check If caller ID is present do not ask for their name to avoid prompting callers to identify themselves unnecessarily Check Announce who is transferring for Strata CS to play the voice title of the user who is transferring a call 6 24 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Setting up call forwarding Call forwarding directs the user s incoming calls to ring at another phone either another extension or an external number A change to call forwarding automatically updates the Where Am location in all the user s routing lists The Where 1 Am location is normally the first entry in a routing list When call forwarding is turned on a routing list rings the forwarding phone number instead of the user s default station Call forwarding options can also be set in the Strata CS Client For more information about routing lists see Strata CS Client User Guide Note The call forwarding settings in this dialog box may be overridden if a user changes the active settings directly or app
290. ler follows the prompts offered by the device to identify the user who will receive the message Frank Smith at extension 101 calls Voice Mail 210112 directly at extension 300 in order to retrieve his voice messages For a direct internal call the DTMF digits identify Frank s extension The voice mail device can send Frank directly to his own voice mailbox An external caller calls Miri Anatolia at extension 51023 102 If there is no answer or a busy signal at extension 102 the call rings Voice Mail at extension 300 For an external call re routed by a routing list the DTMF digits contain Miri s extension The voice mail device can send the caller directly to Miri s voice mailbox to leave a message for her CHAPTER 14 EXTENDING STRATA CS 14 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Type of call DTMF digits sent Frank Smith at extension 101 calls Miri Anatolia at 6102 101 extension 102 If there is no answer or a busy signal at extension 102 the call rings Voice Mail at extension 300 For an internal call re routed by a routing list the DTMF digits contain Frank s and Miri s extensions The voice mail device can send Frank directly to Miri s voice mailbox where he can leave her a message and he may be identified as the sender The Strata CS SDK The Strata CS SDK is a powerful set of software libraries that programmers can use to achieve the tightest possible integratio
291. les by copying the files to another location Important To successfully restore Strata CS data you must have created synchronized backup sets of the database and voice files The best way to accomplish this task is to perform an offline backup of both the database and the voice files as described in the procedures that follow To perform an online backup of the Strata CS database 1 Choose Tools Backup Database 2 Click OK to confirm the backup The Strata CS Administrator creates a backup copy of your Strata CS database and also copies your current Strata CS registry settings to a TVServer reg file You can also perform an online backup by starting the Administrator with a command line option see Appendix B To perform an offline backup of the Strata CS database 1 Perform an online backup of the Strata CS database as shown in the previous procedure 2 the following files to tape or to another disk The default location is C Mssql Toshiba Backup Tvdb dmp C Mssql Toshiba Backup TVServer reg To perform an offline backup of the Strata CS voice files Copy the contents of the following directory and all its subdirectories to tape or to another disk The default location is C Program Files StrataCS Server Vfiles Note Be sure to include Temprecs and its files Restoring Strata CS data You can restore the database from the online backup maintained on the Server or from an offline backup you have c
292. lid directory Server logging will be disabled Default path is empty string LogSize DWORD value specifying the maximum size of each Strata CS Server log file Tvlogxxx TXT in megabytes Default value is IMB A value of 0 will disable logging A 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Mail DWORD value specifying whether or not Strata CS e mail functionality will be available This includes e mail notification and Exchange synchronization Default value is 1 e mail functionality is available A value of 0 specifies that e mail functionality is not available MaxNonSilence DWORD value specifying the maximum length of uninterrupted sound in 10 ms units that will be recorded before the recording is terminated Default is 0 no time out MinDiskFreeSpace DWORD value specifying the minimum amount of disk space in megabytes that must be available for logging and saving voice messages If the minimum amount is not available no logging will occur and no voice messages will be saved Default value is 50MB MonitorInterval DWORD value specifying the interval in minutes between Strata CS Device Monitor checks At each interval the Monitor goes through all current devices to see if they are responding and restarts them if they do not respond within 10 seconds Default is 5 minutes MonitorTimeout DWORD value in minutes This is the length of time that Strata CS waits
293. lies a personal status with different call forwarding preferences However neither of these actions changes the settings in this dialog box For more information about personal status and the active settings I see Strata CS Client User Guide To turn on call forwarding 1 From the Call Handling tab of the User dialog box click Call Forwarding The Call Forwarding dialog box opens Call Fowarding Forward Calls change where am to another extension Call using s Phone number zl to my second home number DN to my mobile phone N to another number 7 PE trenster gt When forwarding calls to an external number Call number for jo seconds Prompt recipient for password Prompt recipient to accept or decline call Ignore call rules and use Standard routing list Cancel Help 2 Check Forward Calls change where am and select one of the following from the list of locations To forward calls to another extension select to another extension in the list of locations and then select the extension from the drop down list To forward calls to an external phone number Internet address or other destination select the appropriate category in the left pane and then enter the dialing service in the Call using field and number in the Number field CHAPTER 6 MANAGING USERS AND STATIONS 6 25 BETA DOCUMENT PRELIMINARY amp C
294. liseconds RequireLoginForTUIOnTrunk DWORD value specifying whether or not Strata CS will require a user login after pressing on a remote phone Default value is 1 login is required A value of 0 specifies that login is not required SendDisplayOnAnswerCall DWORD value specifying whether or not to display the company or user name to inbound Internet callers You may need to disable this setting to use certain IP boards that do not support this feature Default is 0 automatic specifying that all boards except the IP041 boards provide a display string when answering a call A setting of 1 always provides a display string which will cause Dialogic Farallon boards to fail on inbound calls A setting of 2 never provides a display string A 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL TruncateRecordings DWORD value specifying whether or not Strata CS should truncate extra silence at the end of voice message recordings Default is 1 specifying that silence is truncated A value of 0 specifies that extra silence is not truncated UnknownCallerName STRING value specifying the name to display in the call log when the actual caller name is unknown Default is Unknown UserVoxPath STRING value specifying the path for local user voice prompts Path string must end in a backslash Default is set during installation WaitLoopCurrentTimeout DWORD value specifying the number of m
295. ll screening features for example when an auto attendant transfers a call The voice title is a recording of the user s name that Strata CS fits into its own prompts It must not be a long recording or greeting You can record the user s voice title when you create the user at a telephone extension or using the Administrator on the Recording tab of the User dialog box A user can rerecord a voice title later using the Client For more information see Using the audio controls on page 2 10 Record the user s voice mail greeting This greeting is the message callers hear when they reach the user s voice mail You or the user must use the Client to record the user s voice mail greeting Helping new users get started To get new users up and running quickly on the system give them copies of the Strata CS Quick Reference Guide and the Strata CS Quick Reference Guide When you add a new user a Welcome to Strata CS voice message is copied automatically to the user s voice mailbox This message helps the new user get started by explaining how to record a voice title and create a custom voice mail greeting using the telephone commands The information that new users must know includes n n n Their extensions and passwords Their Direct Inward Dial numbers if any A list of your office s dialing services and access codes along with instructions about when to use each one A list of special access codes such as the codes
296. loop current Trunk is not connected to the telephone company Reorder Trunk is in an error condition Navigating TUI User is logged in on the trunk and listening to the auto attendant menu Not configured Trunk is not currently used Not installed Trunk has been configured but the supporting hardware has not yet been installed The Status column can also show custom status information set by an IVR Plug in that is connected to a trunk In If checked the trunk is used for inbound calls Out If checked the trunk is used for outbound calls Enabled If checked the trunk is enabled for use by Strata CS Name Optional descriptive name for the trunk Enabling and disabling trunks For testing purposes you can enable or disable a digital span or ISDN without shutting down Strata CS Choose Device Monitor gt Toggle Enabled to change the enabled state of all selected trunks If a selected trunk is enabled when you choose the command it will be disabled and if is disabled it will be enabled The Enabled column in the view will always reflect the current state of a trunk When a device is disabled Strata CS does not process any events for the device No calls either inbound or outbound can be placed on the disabled device While the device is disabled and Strata CS is running you can perform tasks such as the following CHAPTER 11 MONITORING amp BACKING UP 11 5 BETA DOCUMENT PREL
297. ls to a queue or an ACD workgroup Round robin call distribution sends each consecutive call to the next agent on the list If that agent is busy the call goes to the next agent and so on See also ACD agent p G 1 ACD workgroup p G 1 simultaneous call distribution p G 23 top down call distribution p G 25 Routing List list of extensions or external numbers that Strata CS will try in order to connect incoming calls to the user Each user has a default routing list and can also have call rules that specify unique routing lists for individual contacts Routing lists typically try a user s Where I Am location first then a list of optional locations and if unsuccessful the final action See also active routing list p G 1 final action p G 12 call rule p G 19 Where I Am p G 27 Routing service Type of dialing service that routes outbound calls to other dialing services depending on the number dialed See Also dialing service p G 9 Screen Pop A small window that automatically opens on the computer screen when a call arrives and shows information about the caller Server A computer that processes client requests and returns information to a client computer over a network The client computer runs an application that requests the information from the Server and then displays the results in usable format See also client p G 7 client Server p G 7 Server License A license purchased from Toshiba fo
298. ly affects emergency calls 3 Ifyou have configured an E 911 device and service as described in Strata CS Installation amp Maintenance Manual check Enable support for E 911 service and then go to the next step If you leave this option unchecked calls to the emergency number are made using standard 911 service CHAPTER 4 DEFINING SYSTEM SETTINGS 4 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL System Settings 5 Inthe Add E 911 Station dialog box choose a station from the list of available stations and then click OK If the list in this dialog box is empty make more stations available by unassigning users that are no longer used or purchase additional station licenses see About Strata CS licenses on page 3 2 6 Repeat steps 4 5 until all E 911 stations have been added Click OK when you are done 4 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Other tab Choose Tools System Settings and then click the Other tab to set the options that appear in the next figure System Settings General Licenses Call Log Storage Dialing Emergence Dial by name directory settings Search directory by Last name Present names using Extension number Present a confirmation menu before transferring r Voice mail options Present a confirmation menu before voice mail Synchronize messages with Microsoft
299. message files 1 go RON The Dialing tab Shut down the Strata CS Server You cannot move voice files while the Server is running Start the Strata CS Administrator Choose Tools Systems Settings and then click the Storage tab Click Move Choose a new location for your voice files The drive you select must be a local drive on the Strata CS Server not a network drive Click OK System wide settings for special access codes and dialing timeouts are made on the Dialing tab Choose Tools System Settings and then click the Dialing tab see the next illustration Defining special access codes Enter the access codes that users must dial to reach the following n Dial by name directory Number to access the Strata CS dial by name directory The default is 411 Select a trunk Number to dial to place a call on a particular trunk The default is 88 To place a call on a specific trunk dial the access code and the trunk number Only users with Administrator permissions can select a trunk before placing a call If you must allow users to select a trunk create dialing services for the appropriate trunks See About dialing services on page 8 2 for more information You also enter default access codes on this tab Default access codes are used for ringbacks from the Client For more information see Setting default access codes for ringbacks on page 8 9 4 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT
300. n at another station 6 13 options c 2 using command line arguments C 1 mailbox permissions with Microsoft Exchange 4 18 Maintenance Log view 11 20 INDEX 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL MDMF display phone format 6 43 me call forwarding follow 6 27 menu shortcut 2 6 message waiting indicator visual 6 44 message waiting light 6 44 messages moving files 4 11 Microsoft Exchange Server synchronizing with Strata CS 4 18 Microsoft NetMeeting calling DID number from 13 5 calling Strata CS Server from 13 5 minimum maximum length for account codes 10 3 mobile phones issues with forwarded calls 6 27 Monitor view Device 2 4 Monitor Device 11 3 moving voice files 4 11 multiple users 6 13 music on hold 4 4 N NetMeeting see Microsoft NetMeeting new file format converting audio recordings to 2 10 notifications scheduling 6 19 setting 6 17 NT Event Log notifications setting up 4 4 T1 alarms 11 19 Number dialing service Internet to Phone 13 15 numbers blocked 6 34 numbers blocking specific 6 34 on hold playing music while 4 4 Operator user 6 4 options setting for user 6 6 outbound only configuring 5 4 P PBX customizing trunk disconnect tones A 12 permissions setting dialing service permissions 8 26 phone format MDMF display 6 43 Phone Number service adding 8 10 dialing permissions setting 8 26 entering location settings for 8
301. n a span temporarily edit the trunk and uncheck the options for receiving inbound and placing outbound calls CHAPTER 5 MANAGING TRUNKS AND SPANS 5 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL A deleted trunk appears in the Device Monitor as NA if a telephone line is still connected to the BCP Connection Panel For information about deleting items in Strata CS see Deleting items on page 2 9 Configuring trunks You can configure trunks as inbound only outbound only or both inbound and outbound In most Strata CS systems trunks are configured for both inbound and outbound use If itis critical that a phone line is always available for inbound calls for example if you have an emergency hotline you can set up an inbound only trunk Similarly if it is critical that there is always a trunk available for outbound calls you can set up an outbound only trunk For instructions on configuring a trunk for inbound and outbound calls see Adding trunks on page 5 3 Inbound and outbound calls and hunt groups The best arrangement for Strata CS is to ask the telephone company for a terminated hunt group In this arrangement inbound calls try the lowest phone number first and then the next lowest until a free line is found When you are adding trunks to your configuration in the Administrator assign the lowest phone numbers to the lowest Strata CS trunk numbers On outgoing calls by default Strata CS starts searchi
302. n a call arrives on an analog or Robbed Bit T1 trunk or to collect ANI digits on a Robbed Bit 1 trunk the Server needs to know exactly how the data is signaled Use the information supplied by your telephone company or T1 carrier to define these signals to Strata CS For detailed instructions see Setting up digit collection on an analog trunk on page 5 11 Configuring signaling using the Robbed Bit T1 Experimenter on page 5 13 See Strata CS Installation amp Maintenance Manual for information about ordering and installing DID DNIS for analog or digital lines 5 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using DID with Robbed Bit T1 lines 1 2 Make sure that your Robbed Bit T1 lines have been installed correctly Configure digit collection signaling for the trunks see Configuring signaling using the Robbed Bit T1 Experimenter on page 5 13 for step by step instructions and examples Verify that each trunk in the digital span is configured to accept inbound calls and that calls are sent to a user or auto attendant see Entering trunk defaults for a span on page 5 16 Assign DID numbers to users or auto attendants see The General tab on page 6 9 Using DID with analog lines 1 Make sure your analog DID lines and digital interface units have been correctly installed and configured See Strata CS Installation amp Maintenance Manual Configure analog di
303. n account code for each call Account codes can represent anything to do with your phone traffic that you want to track Users enter an account code on their telephone keypads whenever they place a call or during a call You can define the available account codes and tell your users the codes they must enter under specific circumstances Some of the ways you can use account codes are as follows Forbilling clients With account codes you can track the calls to various customers whom you bill for the phone time you spend with them Forinternal accounting If phone bills are a significant part of your company s expenses you can use account codes to perform detailed expense analyses For example you can track phone use by department Account code information appears in the Call Log see Using the Call Log on page 11 7 and you can generate reports using the Strata CS Reporter that show calls by account code For information about the Strata CS Reporter see Strata CS Call Center Administrator Guide Example Your office is working on the Gould case and the Avellanos case You give the Gould case an account code of 88 and the Avellanos case an account code of 55 Whenever users place or receive calls relating to the Gould case they enter 88 Whenever they place or receive calls relating to the Avellanos case they enter 55 You can then run a report that sorts calls by account code and see the phone traffic for the Gould and Avellanos ca
304. n between their applications and the Strata CS Server A programmer can use the SDK to integrate custom voice and call processing applications such as n Order processing systems with interactive voice response IVR n Customer identification and screen pop applications n Smart operators that transfer calls based on caller ID or other information n Automatic customer support call handling n Custom applications that monitor the status of Strata CS devices Applications that use the Strata CS SDK can be created by programmers who have experience with a Windows programming platform such as Visual Basic Visual C or Delphi Toshiba maintains a list of consultants qualified to develop applications using the Strata CS SDK Most custom applications can use in band signaling as described in In band signaling applications on page 14 3 to perform caller ID and call control and do not need any other software However applications that need to perform interactive voice processing tasks collecting and interpreting touch tone digits playing and recording voice files generating spoken messages and so on require a telephony toolkit see Developing IVR Plug ins with a telephony toolkit on page 14 10 for details 14 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Installing the Strata CS SDK The Strata CS SDK consists of sample programs and help files as well as the software libraries that programmers
305. n the Parameter column the Secondary Directory Number dialog box opens In the Extension field you can select a secondary number from the drop down list If you check Ring this phone when the extension is called you can set your phone to either ring immediately or specify the number of seconds to wait before ringing Secondary Directory Number Extension Bing this phone when the extension is called Ring immediately M Ring after 20 seconds Cancel Help 6 32 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Dialing tab You can set up dialing permissions that allow a user to dial certain numbers and that prevent the user from dialing certain other numbers on the Dialing tab g Kevin Flaherty User General Recordings Notifications Call Handling Phone Permissions Other m Dialing permissions use dialing service permissions zl Numbers beginning with Add Edit Account codes Inbound mode Optional non verified kd Outbound mode Optional non verified z Allow automatic account code lookup Previous Nest OK Under Dialing permissions specify the default behavior when a user dials a number n Use dialing service permissions Applies the dialing permissions set up for the dialing service used to place the outbound call Allow all numbers except
306. nally force that users enter account codes for every call on a per user basis Account codes can be optionally verified against a list configured by the Administrator New Call Center Reporter The new Call Center Reporter does not require any roll ups or separate roll up database All reports are run directly from the Strata CS server and get the latest data Several new reports allow better analysis of call center trunk and agent performance and behavior Custom greetings in Routing Lists You can define special greetings between routing list actions such as Attempting to call my cell phone please stay on the line You can also define special greetings for final actions Streamlined Place Call To Dialog Box The Place Call To dialog box has been optimized so that in one place you can easily make calls to any contact extension or number including your own home mobile and other personal numbers Easily forward your calls to your remote phone If caller ID is available you can press 51 from the account menu to forward your calls to a remote phone such as your cell phone CHAPTER 1 OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS 1 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Voice Mail Bookmarks Drag the green bookmarks to save the beginning and end of an important segment of a voice message After you set the bookmarks the message is only played between the bookmarks Windows Performance Counters
307. nce Log view 11 20 Reporting problems 11 20 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About monitoring and backing up your Strata CS system You can monitor your Strata CS system by using the following Strata CS features Device Monitor View current station and trunk status Call Log Review call history Storage tab in the System Settings dialog box Monitor available space in the Strata CS database and keep track of how much space individual users are using for voice messages and greetings Windows Event Log Monitor Server disk usage and system wide event logs Administrative Maintenance Log View system changes made by administrators such as new passwords by action or entity type Provides you with a higher level of security and fault recovery You can also use the Strata CS Call Center Reporter to run comprehensive reports on queue agent caller system and billing activity For more information see the Strata CS Call Center Administrator Guide You must perform the following backups on a regular basis Online backup Offline backups See Backing up Strata CS on page 11 11 for information about backing up and restoring your Strata CS system 11 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Using the Device Monitor The Device Monitor view shows current station and trunk activity on the system T
308. nd Maximum length to the same number and use account codes that are all the same length When set up this way the system immediately recognizes when a user finishes entering an account code so the user does not need to press at the end of the account code When account codes are of variable length the user must press to end the account code or there will be a slight pause while the system waits for more digits If Minimum length and Maximum length are both set to 0 account codes are not verified by length Click OK Setting a user s account code modes Whether or not users are prompted to enter account codes depends on the account code modes for each individual user Note You can set default account code modes after setting the account code modes for new users The default modes appear for each new user you create See Setting general account code options on page 10 3 10 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To set a user s account code modes 1 Double click a user in the Users view The Users dialog box opens You can also set account code modes when you create a new user 2 Click the Dialing tab General Recordings Notifications Call Handling Phone Dialing Permissions Other Dialing permissions use dialing service permissions x Numbers beginning with Aad Edit paee m Account codes Inbound mode Optional verified O
309. ne s Cnf Trn button for either a direct transfer or a menu assisted transfer Speed dial 354 0600 Speed dial Direct Transfer Direct Transfer L Menu Assisted Transfer L Other settings Three other settings are grouped at the bottom of the tab po StrataUserl 201 IYO In Ring phone for__ seconds enter the number of seconds that you want Strata CS to ring a user s extension before continuing with the user s routing list or transferring to voice mail You must allow enough time for caller ID to be displayed and read because caller ID information is transmitted after the first ring In LCD idle message enter the message that you want to appear on the LCD display when the phone is not in use This message usually shows the user name and extension for the phone The Ring volume slider bar adjusts the default ring volume for the phone 6 36 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Permissions tab The Permissions tab controls user access to Strata CS features Users inherit permissions from the roles to which they belong To adjust individual permissions make changes in the Permissions pane Changes take effect when you click OK Operator User Lx General Recordings Notifications Call Handing Phone Dialing Permissions Other Permissions Standard Access Call Center Reporter Use roles Allow Place external
310. never you pick up the receiver of the phone attached to the Quicknet card a call is automatically placed to Strata CS Using Quicknet with Internet Switchboard 4 0 Setting up Quicknet to connect to Strata CS The following instructions explain how to create a Preferred Internet Switchboard Gateway that enables you to dial outbound calls as if you were sitting at a normal Strata CS station You do not need to dial and Strata CS s IP address or the access code for the Gateway in order to connect to Strata CS As soon as you pick up the receiver of the Quicknet phone you can dial Strata CS extensions dial access codes such as 9 to place outbound calls through the Strata CS Server log in to your account and do anything else you could do from a remote station Whenever you place a call the process of logging in to Strata CS is handled automatically behind the scenes using your extension and password as you enter them in the following instructions D 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The following tasks are explained in the sections that follow Creating the Gateway Eliminating access code conflicts Transferring and handling calls with a Quicknet phone Creating the Gateway 1 Start Internet Switchboard if it is not already running Choose Start gt Programs gt Internet Switchboard gt Internet Switchboard Click Show SpeedDials if the SpeedDials pane is not alre
311. new prompts After all files are tested you can replace the existing prompt files with the new ones Place all new VOX files and the VAP file in the following directory C Program Files Strata CS Server Vfiles User The following auto attendant prompts must also be copied to the User directory AACLOSED VOX AAHI VOX AA4SBN VOX AAOPORWT VOX CHAPTER 12 SYSTEM PROMPTS 12 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The default location is Program Files Strata CS Server Vfiles User Testing system prompts You can use the Sentence Tester included with Strata CS to listen to system prompts in context over your telephone By concatenating individual prompts into sentences and playing them as they are used in Strata CS the Sentence Tester lets you evaluate intonation emphasis and consistency Note The Sentence Tester is available only on computers running Windows NT 2000 To use the Sentence Tester 1 Start the Administrator using the sentence command line option see page C 1 for more information 2 Choose Tools Test Sentences Language to test Sentences Current sentence Greethctive vox v AskName BackToOrigCallPress1 Name Data Type Value CallerHasHungup CallFory Variable 1 Number CallF rom mE E CallFrom lt Fory Variable CalFroni FoiY l I LallFromXForr2 Variable 3 Number hd CallFwdCanceled 3 CallHandled Variable 4 Number 7 Calllncompatible CallNo amp
312. nformation about incoming and outgoing calls See also Integrated Services Digital Network ISDN p G 15 Private Branch Exchange Also called PABX PBX A privately owned version of the phone company s central switching office that processes and directs phone calls A PBX is located on the premises of a telephone company customer See also PC PBX p G 19 Private Carrier Private company that provides telecommunications circuits and services A private carrier is not regulated and can refuse to provide service See also common carrier p G 8 PTT Post Telegraph and Telephone administration that provides telephone and telecommunications service in most countries except the United States PTTs are usually controlled by the government Public Switched Telephone Network Also called PSTN The world wide phone network including all carriers switches CO s and local and long distance lines See also central office CO p G 6 common carrier p G 8 switch p G 24 GLoss 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Queue Strata CS call center element that automatically answers incoming calls to an extension puts the callers on hold until agents becomes available and then forwards the calls to those agents A caller on hold is said to be in the queue See Also call center p G 4 Queue Monitor Client view that is only available to call center agents who have permis
313. ng for a free line with the highest Strata CS trunk number This behavior results in the fewest conflicts for lines since inbound calls are coming in on the lower numbered trunks and outbound calls are going out on the higher numbered trunks This behavior is defined by the dialing service used to place the call and can be changed to accommodate other configurations and needs See About dialing services on page 8 2 for more information Matching trunk settings with your phone company Strata CS inbound and outbound settings control only how Strata CS treats the line and they do not affect how the telephone company treats the line For example if you configure a trunk for inbound calls only Strata CS does not use the line for outbound calls You do not receive any calls on the line however unless you have distributed the number to callers and instructed your telephone company to include the trunk in your inbound hunt group 5 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Similarly specifying a trunk as exclusively outbound does not prevent inbound calls if you have given the line s telephone number to outside parties or included the trunk in your inbound hunt group If calls arrive on a trunk designated for exclusive outbound use Strata CS plays a message indicating that the caller dialed a wrong number and then hangs up Note The message played under these circumstances is the system prompt
314. ng hold music Station is used for music on hold a Reorder Station has been left off hook for too long or is in an error condition a Navigating TUI User is logged in on the trunk and listening to the auto attendant menu a Not responding Station is not responding to device status queries The Status column can also show custom status information set by an IVR Plug in that has been called by a station Assignment Name and extension of the user permanently assigned to this station This column may also contain a Not assigned Station is not currently used a Not installed Station has been configured for a user but the supporting hardware has not yet been installed Logged In Name of the user currently logged in at the station Monitoring trunk activity The following table shows the information that is displayed in the lower pane of the Device Monitor for each trunk configured in Strata CS Column Description Trunk Trunk number that corresponds to the resource on the trunk board to which the line is connected 11 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Status Current trunk activity Some of the trunk status codes are n n n Idle Trunk is free on hook In call Trunk is in use off hook Z Dialog Node Caller is listening to the auto attendant menu Calling Strata CS is ringing the trunk No
315. nly how Strata CS sends caller ID information to CLASS phones They do not affect how caller ID information is passed along with a call by the phone company Visual message waiting indicator information Visual message waiting indicator information is sent to a display phone in either SDMF or MDMF The Strata CS default is the SDMF format If the message waiting light on your CLASS phone does not work try changing the VMWI FSK FORMAT setting to MDMF Viewing station activity For information about how to view station activity and restart a station that is experiencing problems see Monitoring station activity on page 11 3 6 44 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 7 MANAGING WORKGROUPS CHAPTER CONTENTS About Workgroups 7 2 Creating a Workgroup 7 2 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About Workgroups A workgroup is a group of related extensions or contacts With Strata CS workgroups you can manage how calls are directed to groups of users IVR Plug ins auto attendants or queues Workgroups appear in the Workgroups view Note Workgroups replace Contact Groups which were supported in prior versions of Strata CS Strata CS provides two types of workgroups public and personal Public workgroups are workgroups that callers from outside your company can reach by dialing a number
316. not be renamed for example Call Log items cannot be renamed To rename an item 1 Double click the item to open its dialog box 2 Inthe Name field type a new name for the item 3 Click OK Copying and pasting items Copying a row in any view places the information about the item in that row on the clipboard as text for easy pasting into other applications Use this method to paste Call Log entries and voice message information into the Problem Report Wizard See Using the Problem Report Wizard on page 11 22 Customizing columns Click a column header to sort by that column Click again to sort in the reverse order The triangle in the column header shows by which column and in what direction the display is currently sorted You can resize column widths by dragging the sides of the column headers For each view in the Administrator you can choose the columns that you want to see and the columns that you want to hide Some views do not show all the available columns by default To show or hide columns in a view 1 Choose Tools gt Columns or right click a column header The Columns dialog box opens From the View drop down list choose the view you want to change Check a column to show it Uncheck a column to hide it For an explanation of the various columns click Help 4 Click OK CHAPTER 2 THE STRATA CS ADMINISTRATOR 2 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Working with voice files A voi
317. nstalled and configured the Dialogic boards and drivers that are necessary to support your trunks See Strata CS Installation amp Maintenance Manual for instructions As long as the Dialogic boards and drivers have been properly installed and configured you can start using a trunk as soon as you add it according to the instructions in this chapter Note that if you add a trunk in the Administrator before it is physically installed or configured the trunk has a status of Not Installed in the Device Monitor Naming trunks Give your trunks names that convey important information about them so that you can identify trunks quickly and easily Information to use in a trunk name includes n The telephone number of an analog trunk The IP address of an Internet trunk The name of the digital or Internet span to which the trunk belongs Monitoring trunks For instructions on how to monitor the activity on a trunk enable or disable a digital trunk or restart a trunk that is experiencing problems see Using the Device Monitor on page 11 3 Deleting trunks Deleting a trunk removes it from your Strata CS system configuration but does not affect the telephone line or hardware or the trunk license Although you can delete a single analog trunk you cannot delete a T1 E1 or Internet trunk from the span it belongs to If you must permanently remove a digital line you must delete the entire span To disable an individual trunk i
318. nternet to Phone Number Service Untitled Internet to Phone Number Service x General Trunks Codecs Location Settings Name Chicago Access code n v Enabled Hidden IP Gateway Chicago lt ite external calls on remote server using Remote server s Phone Number service access code 2 Onthe General tab enter the following information about the remote Strata CS Server IP Gateway Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server See Creating an IP CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Gateway on page 13 9 To create a new IP Gateway click the IP Gateway button Remote Server s Phone Number service access code Enter the access code of a Phone Number dialing service on the remote Server typically 9 This field specifies the dialing service that the remote Server uses to place calls originating from your local Server 3 Enter all other information necessary to create the dialing service For instructions see Adding an Internet to Phone Number service on page 8 15 4 Click OK on any tab to add the dialing service Users can now place outbound phone calls as if from the remote Server by dialing the access code plus the phone number for example 71 555 1212 Note If when dialing out an IP to Phone Number dialing service you have problems sending digi
319. ntrex You can also support the dialing of Centrex PBX extensions over the same trunks by creating a Centrex PBX Extension dialing service without entering a dialing prefix n To create a Phone Number service Calling Card that makes it easy for users to charge calls to a calling card company Enter a dial prefix that is the entire number used to access the calling card company including the calling card number and then enter a dialing suffix that is the number of the credit card used to pay for these calls When users need to charge a call they dial the access code for the dialing service and then dial the number they want to call The CHAPTER 8 MANAGING OUTBOUND CALLS 8 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL dialing service automatically dials the number of the calling card the prefix and then dials the number the user dialed and then supplies the credit card number the suffix Trunks tab Click the Trunks tab see Trunks tab on page 8 18 and choose the trunks that this dialing service will use to place calls Location Settings tab Click the Location Settings tab see Location Settings tab on page 8 20 and specify the location of the Strata CS Server Location information enables Strata CS to determine whether it needs to add a long distance prefix international prefix or area code to the number before dialing Dialing Exceptions tab Click the Dialing Exceptions tab see Dialing Exception
320. o generate dial reorder ringback and stutter dial tones using Strata CS software This feature supports Dialogic boards that do not generate these tones in hardware U S customers should leave this box unchecked because U S Dialogic hardware generates the tones International customers who use the D 41ESC board must check this box Default system prompts Use this drop down list to select the language version of system prompts presented to callers and users on the Strata CS system U S English is installed by default You must reinstall Strata CS to access additional languages such as U K English or Latin American Spanish For more information see Strata CS Installation amp Maintenance Manual Allow voice first answering Check this box to enable voice first answering for users who have Toshiba Strata digital phones see Strata CS Client User Guide for details about voice first answering Windows Event Log notifications When a Strata CS related event is logged in the Windows NT 2000 Event Log a notification is sent based on the settings described in this section n n E mail Strata CS events for Select one of the following from the drop down list All events Errors and warnings Errors only Noevents This is the default No notifications are sent E mail to Identify to whom the notifications are sent The users you identify here must also have e mail notification set to receive Windows Event Log
321. oca 1 4 Dialing e Miri Anatolia 555 0 Local 1 1 ELE S Ned Brown 104 1 Loca 1 5 P ness n 1 lanal nos You can also open a view by clicking one of the choices under View on the main menu bar The main part of a view contains rows of the items that pertain to that view For example in the Users view each Strata CS user appears as an item on a row In some views such as the Users or the Trunks view you can double click an item to open the related dialog box for the item For example in the Users view CHAPTER 2 THE STRATA CS ADMINISTRATOR 2 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL double clicking an item opens the User dialog box for that user This dialog box contains Strata CS settings for that user Some views such as the Call Log and Device Monitor display read only information that cannot be expanded or changed Using commands in a view A command always affects the item or items that are selected You can access commands in a view by the following methods Selecting an item or items and choosing a command from the view s menu For example in the Trunks view click the Trunks menu and choose a command Selecting an item or items and clicking a toolbar button see the next table Right clicking an item in a view and choosing a command from the shortcut menu Right clicking an item selects it and opens the shortcut menu so it is often the fastest way to perform an action Using the Administrator t
322. odec Click the up or down arrows to promote or demote a specific codec within the list The topmost codec is the most preferred Continue to add codecs to the service 7T Click OK to return to the Codecs tab CHAPTER 5 MANAGING TRUNKS AND SPANS 5 23 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Fine tuning your IP connection Strata CS s IP Span dialog box includes a Tuning tab that you use to change any of the IPLink board parameters between IP calls Changes you make while a call is in progress on the board are not reflected until the call completes and a new call is initiated Parameters are listed in the following groups n n n n n General Debug print levels DTMF parameters Echo canceler Level controls Miscellaneous Packet loss recovery Redundancy Parameters that may be useful to change include echo cancellation and volume located under Level Controls To change an IPLink board parameter 1 In the Trunks view double click the Internet span to open its dialog box and then click the Tunings tab Click a Parameter to expand it General Codecs Tuning Trunks m General Reload parameters after each call 0 Debug print levels DTMF parameters Echo canceler Level controls Miscellaneous Packet loss recovery Redundancy ERI RE ED OR Restore Defaults 5 24 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp
323. odify the selected action Schedule Action Default Auto Attendant 8000 _ _ elsi s 3 Select the time period during which the action will occur as follows To view or change the work schedule the hours covered by this time period click Business Hours For more information about setting a work schedule see Defining a schedule for e mail and pager notification on page 6 20 Toset custom hours to handle special situations click Custom Hours see Setting up custom time rules on page 6 22 for more information 4 Selectthe action to perform immediately when the auto attendant takes a call during the schedule period Transfers to Immediately transfers callers to the auto attendant operator user or IVR Plug in that handles calls during the scheduled time period Plays greeting Immediately plays a greeting during the scheduled time period For more information see Using the audio controls on page 2 10 9 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 5 Check Enable this schedule action to activate this action as soon as you save the auto attendant If unchecked the action is temporarily disabled 6 Click OK Setting up hold music You can set up hold music for an auto attendant that is different from the system wide hold music Callers hear an auto attendant s hold music while the auto attendant is transferring them to an extension and
324. of a T1 line Contains 30 channels while a T1 has 24 Encoded in A law instead of u law format See also T 1 p G 24 Emergency Number The number to dial to access the emergency reporting service in a location for example is 911 in the United States ETSI GSM The IP codec supported by Strata CS Largely superseded by G 729A it runs at 13 2 kbs Event Signaling How telephone actions that is pick up and hang up and events that is incoming call and line dropped are communicated on a robbed bit T1 line by setting the A or B bits on or off Defined in Strata CS Robbed Bit T1 Experimenter See also A and B bits p G 1 robbed bit signaling p G 22 T 1 p G 24 GLoss 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Export To prepare or convert information from one application so it can be used in another Strata CS allows users to export system prompts Call Log and contact information in comma separated value CSV format for use in spreadsheet and database applications See also import p G 14 private branch exchange PBX p G 20 Extension A unique number where a Strata CS user may be reached Auto attendants queues workgroups and IVR Plug ins can also have extensions External call Any call to or from a phone number outside Strata CS Calls between extensions are not external calls See also external direct call p G 12 internal call p G 15 External Direct call Any call to a Strata CS user from
325. of the London Server and you want to prevent Boston users from placing long distance calls through your Server you edit the dialing permissions of the IP Gateway Boston Each remote Strata CS Server that you connect to over the Internet requires a separate IP Gateway For example if your Server connects to Servers in London and Chicago you create two IP Gateways called London and Chicago The IP Gateways view To add edit and delete IP Gateways click the IP Gateways button in the View bar to display the IP Gateways view File Edit View Tools IP Gateways Help System Prompts Call Log IVR Plug Ins Q IP Gateways item amp dmin r00 TV38DODKT amp 7 Each of your IP Gateways is shown as a line in the view The following table shows the information that is displayed for each IP Gateway Column Description Name Name of the local IP Gateway usually the name of the remote Server s location or the name of the remote Server computer itself 13 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Extension Extension of the IP Gateway on the local Server used by IP Gateways on remote Servers to log in when connecting IP calls Password Password of the IP Gateway on the local Server used by IP Gateways on remote Servers to log in when connecting IP calls Remote Address IP address or hostname of t
326. of your Call Log an export may take several minutes to complete Monitoring database and disk usage Strata CS s database stores your system configuration settings information about trunks users auto attendants and so forth the Call Log and an index to voice prompts greetings voice titles and voice message files in a database The voice files themselves are stored separately on disk Tasks associated with monitoring database and disk space include Allocating database space Allocating disk space See The Storage tab on page 4 10 for information about how to perform these tasks Backing up Strata CS You must perform two kinds of backups on the Strata CS database on a regular basis Both the information stored in the Strata CS database and the voice files stored separately are vital to the proper operation of Strata CS It is critically important to back up both the database and voice files regularly by creating the following Online backup Creates a copy of the Strata CS database This backup protects against problems caused by database corruption The Strata CS Server registry settings are also saved n Offline backup Copies the Strata CS database to another location This backup protects against disk crashes and other problems CHAPTER 11 MONITORING amp BACKING UP 11 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL You must also regularly back up the Strata CS voice prompts and user voice message fi
327. oing this disables the dialing service making it unavailable to users With the dialing service disabled you can click OK to save your information at any time during the creation process without giving users access to an incomplete service When you have finished creating the dialing service check Enabled again Access codes Dialing services enable users to select what kind of call to make and to choose a dialing service before placing a call Each dialing service has an access code that users must dial when they begin to place a call For example users might dial 9 plus a phone number to use a Phone Number dialing service or 71 plus an IP address to use an Internet dialing service Tips on access codes and names for services If your system has multiple dialing services that users will access directly it is important to choose their names and access codes carefully because these are the points of contact for the users who place outbound calls Typically you set up dialing services with names like Phone number Centrex extension or Cambridge IP gateway and access codes of 9 or 7 making it easy for users to remember the dialing service to use when they place a call For dialing services that you do not want users to access directly and that you may have hidden see Hiding dialing services in the Client on page 8 6 consider using 4 digit access codes of the form 80xx Doing this places the access codes in the same n
328. on one Server conflict with extensions on the other To avoid conflicts you might have all the extensions on one Server begin with 1 while all the extensions on the other Server begin with 2 13 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The IP Gateway Configuration Worksheet in Appendix C can help you plan your IP Gateway connection so that no conflicts occur To create an IP Gateway user 1 From the Users view choose Users New User g Untitled User x General Recordings Notifications Call Handling Client General Type Gateway user First name Pee Last name Tite NEN Extension 222 Station ID 0 DID number Password Confirmation Comments a Operator Operator 0 Telephone prompts u s English z IP Gateway Chicago zi E Edit All Client Settings Under Type select IP Gateway Under IP Gateway select the IP Gateway that points to the remote Server where this user resides To create a new IP Gateway click the IP Gateway button 4 Make sure that the Gateway user s Extension matches the user s extension on the remote Server This field is the only field that must be identical to the remote user s setup However you must make Name the same as well to reduce confusion 5 From the Notifications tab select the type of e mail notification the user will receive If the IP connection is disr
329. on to the Administrator or Device Monitor Logging out of the Administrator or Device Monitor Enabling or disabling a device The following columns appear in the Maintenance Log view Action taken ltem that was acted upon if applicable n Date and time of the action Name ofthe user who was logged on when the change was made Name ofthe computer from which the change was made Reporting problems Use the Problem Report Wizard to report any problems you experience with your Strata CS system to your provider Your provider has the expertise to debug correct and expand your Strata CS system as well as access to Toshiba Technical Support resources for further assistance The Problem Report Wizard asks you to describe the frequency patterns and circumstances of the problem you are reporting Based on the information you supply the Problem Report Wizard isolates exactly when and where the problem occurred and automatically collects the appropriate Strata CS log files and other information from your computer By assembling all the relevant information the Wizard helps your technical support representative quickly identify the problem and begin to solve it Note For information about known issues and workarounds for currently 11 20 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL reported problems see the Known Issues topic in the online Help for the Strata CS Administrator The p
330. onfiguration for T1 lines that enables recognition of ANI or DID DNIS information See also automatic number identification ANI p G 3 dialed number identification service DNIS p G 9 direct inward dial DID p G 11 T 1 p G 24 Digital Service Unit DSU The digital counterpart of a CSU Typically used for ISDN lines See also channel service unit CSU p G 7 Digital Signal Processor Also called DSP A specialized digital microprocessor that performs calculations on digitized signals that were originally analog In telephony DSPs are used for call progress monitoring voice processing and the compression of voice and video signals See also telephony hardware p G 25 Digital Span In Strata CS 24 digital trunks that make up a T1 line or 30 digital trunks that make up an line See also digital trunk p G 10 E 1 p G 11 T 1 p G 24 Digital Telephony Telephone transmission or switching in which the original signal is sampled and converted to binary data before transmission Digital telephony is much cleaner than analog telephony because the signal can be reproduced precisely and does not fade or pick up distortion or static See also analog telephony p G 3 Digital Trunk Also called digital line A digital T1 El or ISDN phone line obtained from the telephone company See also analog trunk p G 3 digital telephony p G 10 E 1 p G 11 T 1 p G 24 trunk p G 26 GLoss 10 ST
331. onfigure Net Meeting to use a Strata CS Server as a gateway 1 Start NetMeeting 2 Select Tools Options 3 Click Advanced Calling Options to display the Advanced Calling Options dialog box 4 Check Use an IP Gateway to call telephones and video conferencing systems 5 Enter the IP address or DNS name of the Strata CS span for example 123 45 67 89 or myiplinkaddress mycompany com 6 Click OK CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Now any numbers entered in Net Meeting are sent to the Strata CS Gateway as DID For example placing a call to 1234 in Net Meeting will call the Strata CS auto attendant user or IVR Plug in with a DID of 1234 Using Windows 2000 Phone Dialer as an H 323 terminal A standard installation of Windows 2000 includes Phone Dialer which has H 323 capabilities similar to those in NetMeeting Phone Dialer allows you to make voice calls video calls and conference video calls from your personal computer Calls to and from Phone Dialer are set up as previously described in this section for NetMeeting see Placing calls to H 323 terminals such as NetMeeting on page 13 2 You can use Phone Dialer to test the setup of computer telephony hardware such as voice modems or phone switches on your local area network LAN by dialing the number and seeing if a connection can be established Phone Dialer lets you make calls over a telephon
332. ons tab 2 Click Export The Export Dialing Exceptions dialog box opens Save exported file as c Program Files Strata CS Administrator Exceptions csf Browse Note that the export operation may take several minutes Help lt Back Cancel 3 Enter a filename for the exported file Click Browse to specify a destination 4 Click Finish to export the file To import dialing exceptions 1 Inthe Phone Number Service dialog box click the Dialing Exceptions tab CHAPTER 8 MANAGING OUTBOUND CALLS 8 25 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 2 Click Import The Import Dialing Exceptions dialog box opens File to import c Program Files Strata CS Administrator csv Browse m 3 Enter the filename Click Browse to search for the file 4 Click Finish to import the file Permissions tab The Permissions tab is used only for Phone Number dialing services see Adding a Phone Number dialing service on page 8 10 Dialing service permissions allow or restrict users from dialing certain numbers when using specified dialing services You can set permissions for dialing services or for users Dialing service permissions can be inclusive allow all numbers except for or exclusive disallow all numbers except for A user s permissions can override those set for the dialing service For more on setting user permissions see The Dialing tab on page 6 33
333. oolbar The Administrator toolbar is located on the main menu bar in each view It gives you quick access to Administrator commands that are also available through the Administrator menus Some toolbar buttons change depending on the view For example the buttons in the next table for new items in Strata CS each appear as the first button in their respective views New User Create a new user New Workgroup Create a new workgroup New Trunk Create a new trunk or digital span 2 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL New Auto Attendant New Queue s New Dialing Service New IVR Plug in Print 0 Delete x Refresh Help s Create a new auto attendant Create a new queue Create a new dialing service Create a new IVR Plug in Print the contents of the current view Delete the selected item Refresh and update the current view Open the Strata CS Administrator Help CHAPTER 2 THE STRATA CS ADMINISTRATOR BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Performing basic actions in the Administrator This section shows you how to perform the following basic actions in most views Creating items Deleting items Renaming items Copying and pasting items Customizing columns Creating items In any view clicking the first toolbar button opens a dialog box for a new item associated with that view For example in the Use
334. oosing Tools gt Recalculate Disk Usage Moving a user Each Strata CS Client is configured to work with a specific station ID If you move a user s Client workstation to a different office you must change the station ID see Assigning a station ID on page 6 11 Deleting a user Deleting a user prevents that user from using Strata CS and removes all of the user s voice mail files from the system unless the voice mailbox is being shared with another user A deleted user s Call Log entries are left in place to maintain an accurate and complete call history on the system For information about deleting items in Strata CS see Deleting items on page 2 9 Note You cannot delete the Administrator or Operator user 6 42 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Managing stations This section presents information about adding a station and about phones that are supported in Strata CS Adding a station To add a station to your Strata CS system 1 Using phone cable connect the phone to the Dialogic MSI board or BCP Control Panel at the Strata CS Server computer See Strata CS Installation amp Maintenance Manual for instructions 2 Inthe User s view of the Strata CS Administrator assign the station to a user see Assigning a station ID on page 6 11 Supported phones Strata CS supports standard analog touchtone telephones called 2500 sets in U S telephone terminology
335. option you can do the following Sendincoming calls on the trunk to a live operator who then transfers the calls to the appropriate destination You can do this on all your trunks Send incoming calls on the trunk to a user giving that user a dedicated private line If your phone lines do not support direct inward dial DID this is the only way to let callers dial a user directly without going through an auto attendant If your phone lines support DID give a user a direct dial phone number using that method instead without sacrificing a trunk However there can be users who require an actual dedicated line for example to generate their own outgoing caller ID information Route calls on a trunk to a workgroup and ring the workgroup s phones simultaneously By doing so you can give a department its own phone number To make all incoming calls to your company ring everybody s phone at once route your main number to a workgroup that contains all users Givean automatic call distribution ACD workgroup its own phone number by routing calls on a trunk to a workgroup see Strata CS Call Center Administrator Guide for details To route a trunk to a user or to a workgroup as described earlier modify the trunk Analog trunk Trunk dialog box Robbed Bit T1 Robbed Bit T1 Span dialog box Trunks tab span Internet span Internet Span dialog box General tab ISDN CAS T1 E1 ISDN CAS T1 E1 Span dialog box
336. or If you choose not to have a person act as an Operator in your system the Operator extension still receives calls whenever callers press 0 from within the system 6 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Even if the Operator extension has no station associated with it voice messages left by callers are saved in the Operator user s mailbox If you do not want this to happen edit the Operator user s Standard routing list so that its only action transfers calls to another extension For instructions on editing routing lists see Strata CS Client User Guide Understanding personal Operators The Strata CS system has one Operator user but each user can specify a personal Operator A user s personal Operator is the extension to which callers are transferred if the caller presses 0 from within the user s voice mailbox or routing list By default a user s personal Operator is the Operator user but users can specify any extension as their personal Operators See Creating a password on page 6 14 How callers are transferred to Operators The following table shows to which Operator callers are transferred depending on their location when they press 0 Caller presses 0 within Caller is transferred to Auto attendant Operator user Dial by name directory Operator user User s voice mailbox Personal Operator User s routing list Personal Operator On hold P
337. or the Internet Address dialing service that will be used to return an IP call typically a NetMeeting call that did not come from a remote Strata CS Server When returning a call that came from a remote Strata CS Server the system automatically uses the correct access code required to reach the remote Server Where the default access codes appear In the Administrator the Default column of the Dialing Services view shows the current defaults for phone number and Internet ringbacks In the Client the Place Call To dialog box always opens with the current default dialing service for phone numbers selected the user can also choose a different dialing service to place a call When you import contacts new phone numbers and IP addresses automatically receive the default access codes CHAPTER 8 MANAGING OUTBOUND CALLS 8 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding a Phone Number dialing service A Phone Number dialing service allows users to dial standard telephone numbers over analog and digital trunks 1 Choose Dialing Services New Dialing Service Phone Number Service zx Untitled Phone Number Service Lx General Trunks Location Settings Dialing Exceptions Permissions Name Access code Enabled Hidden Collect all digits before dialing on trunk Dial prefix ce Dial suffix 2 Onthe General tab enter the following basic information about the
338. ordings of variable information Variable information for example numbers and dates is used to build more complex prompts a VOX files There is a separate VOX file for each sentence and phrase in the Strata CS TUI The VAP and VOX files are used together to produce the complete prompts that callers and users hear For example in the sentence prompt You have three new messages and twelve saved messages the words three and twelve come from the VAP file CHAPTER 12 SYSTEM PROMPTS 12 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The American English VAP and VOX files are located in C Program Files Strata CS Server Vfiles EN00 The American English VAP file is called TVLENOO VAP The recording process To record a complete set of system prompts you must do the following Record the VAP file n Build the indexed VAP file n Record the VOX files n Test the new prompts n Deploy the new prompts Recording system prompts professionally If you choose to obtain professional recordings you are responsible for n Choosing a voice vendor that is experienced in telephony recording n Evaluating samples of voice talent and selecting a voice n Providing the appropriate files to the vendor in formats they can use n Testing the new prompts for voice quality usability file naming accuracy and indexing accuracy n Deploying the new prompts Selecting a voice The vendor will often provide you w
339. ormation on setting up Strata CS for IP telephony see Chapter 13 Configuring Internet Telephony Support 1 Choose Dialing Services New Dialing Service Internet to Centrex PBX Extension Service Untitled Internet to Centrex PBX Extension Service General Trunks Codecs Name Accesscode 74 Enabled J Hidden Minimum number of digits Maximum number of digits 4 IPGstewe Place Centrex PBX calls on remote server using Remote server s Centrex PBX service access code C Remote server s internal dial tone Cancel 2 Onthe General tab enter the following basic information about the dialing service n Name access code Choose a name and access code that will make it easy for the users to select this dialing service when placing a call See Tips on access codes and names for services on page 8 7 Enabled To make this dialing service available to users leave Enabled checked Clearing the checkbox disables the dialing service so that users cannot select it Disabling can be useful if you want to click OK before you are finished defining the dialing service or later if you want to change or troubleshoot the dialing service Hidden To hide this dialing service in the Client check Hidden This setting is typically enabled to hide dialing services that you use for testing purposes or only want to make available to users through a Routin
340. ou can move users between roles and each time that user inherits the permissions of the new role To change a user s role membership on the Permissions tab of the User dialog box click Change The Roles dialog box opens and in the left pane shows a list of all roles The user is a member of the roles listed in Selected roles in the right pane ots iue All roles Selected roles E Test Admin Assistants Test User Group 6 38 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Whenever a user s list of roles is changed the use roles values on the Permissions tab are updated to reflect the new role configuration New Role With Strata CS you can create a new role A new role such as a Admin Assistant is one or more users that have the same permissions for example call or dialing permissions All users assigned to this role are automatically granted the same permissions There are two types of permissions explicit and implicit Explicit permissions are those permissions granted directly to a user No other users are affected Implicit permissions are those permissions granted to all the users in that role When a user attempts to use the phone that user s set of permissions are based on the intersection of that user s explicit and implicit permissions A user s permissions are always the least restrictive of that user s explicit permissions and the permissions of any role to which that user belongs
341. out system settings System settings control overall system behavior Before you can add Strata CS trunks or users you must define your system settings using the tabs in the System Settings dialog box You can use system settings to customize Strata CS as your system develops To open the System Settings dialog box choose Tools System Settings This chapter assume you have already entered the required licenses see Chapter 3 and describes how to create system settings by using the following tabs in the System Settings dialog box n General Use to set number of rings before answering set hold audio generate tones using software select default language for system prompts set up Windows NT Event Log notifications and define business hours Call Log Use to set configuration and archiving options for the Call Log see Using the Call Log on page 11 7 Storage Use to view current disk usage and set locations for backups of voice files and the database see Monitoring database and disk usage on page 11 11 Dialing Use to set up access codes for the dial by name directory and trunk access Also use to set default access codes and dialing timeouts Emergency Use to configure emergency dialing options Other Use to configure the dial by name directory present a confirmation menu before sending callers to voice mail set up Microsoft Exchange synchronization and set the minimum password length Customizable settings
342. p G 2 Wink Brief period of going off hook and then back on hook the opposite of a flash A wink can be sent to the CO to request special services or signal readiness to receive DID digits ANI digits or an incoming call Also indicates that a person is about to dial a number See also automatic number identification ANI p G 3 central office CO p G 6 direct inward dial DID p G 11 flash p G 13 off hook p G 18 on hook p G 18 Workgroup A user defined collection of users contacts or both Users can share a voice mailbox with groups broadcast voice mail to workgroups or create a call rule to handle calls from anyone in a workgroup Wrap up time a call center or ACD workgroup the time an agent has after finishing a call to process any work relating to that call before another call arrives See Also call center p G 4 ACD workgroup p G 1 GLoss 27 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL INDEX A access codes for dialing services 8 8 reassigning to a new dialing service 8 8 ringbacks setting default for 8 9 special 4 12 updating phone numbers after changing 8 8 using 0 8 9 Access see Microsoft Access account codes described 10 2 entering for a call 10 7 examples 10 2 how users enter 10 7 in call log 10 8 setting for a user 10 4 setting general options 10 3 setting minimum and maximum length 10 3 text file of valid codes 10 5 where prompt occurs 10 3 a
343. phone receiver using computer speakers for 2 11 telephony Internet 13 1 terminated hunt group 5 4 third party devices sending DID digits to 14 4 tie lines see IP Gateways timeouts dialing 4 13 tones disconnect detection A 12 tones disconnect A 12 toolbar 2 6 transfer between two Centrex PBXs 6 27 transfer Centrex PBX 6 27 translating system prompts 12 5 troubleshooting trunks 8 7 Trunk license requirement 3 2 trunks adding 5 2 analog adding 5 10 ANI DID 5 5 configuring 1 9 configuring signaling on 5 13 deleting 5 3 INDEX 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL digit collection setting up 5 11 digital 5 9 disconnect tones customizing A 12 identifying those allocated by dialing services 8 18 Internet 5 9 Internet span adding 5 21 number of 5 10 restarting with Device Monitor 11 6 Robbed Bit T1 5 13 routing to a user 9 2 setting defaults for 5 16 setting properties for 5 9 view adding Robbed Bit T1 in 5 13 Trunks view 2 4 trunks analog 5 10 TVConvert exe 12 3 12 4 U U K English language prompts 4 4 U S English language prompts 4 4 Upgrading from Strata CS 2 1 1 7 user Admin 6 4 user Operator 6 4 users account code modes 10 4 adding 6 7 6 9 Admin 6 4 and DID 9 2 management tasks list of common 6 41 managing 6 1 7 1 moving 6 42 Operator 6 4 ringing multiple users simultaneously 9 2 roles 6
344. phones from others in the immediate area See also splash ring pattern p G 23 Ringback Tone The sound a caller hears when the called party s phone is ringing GLoss 21 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Robbed Bit T1 Experimenter The Strata CS utility that lets the administrator define Robbed Bit T1 call events test them and save the correct definitions for Strata CS to use Using the Robbed Bit 1 Experimenter after installing the Dialogic hardware and software but before installing the Strata CS Server can ensure that the T1 trunks are functioning correctly before continuing with the installation Robbed Bit Signaling Signaling mechanism used with lines that replaces the least significant bits in specific locations in the T1 transmission with signaling information for example whether the caller s line is on hook or off hook The specific locations that contain signaling information are called A and B bits T1 suppliers use different patterns of A bit and B bit values to signal various events See also A and B bits p G 1 Channel Associated Signaling CAS p G 7 T 1 p G 24 Role Permission set that can be applied broadly to many users at once By default Strata CS includes two roles Administrators and Users You can create new roles to represent different permission sets or modify the Users role See Also Permissions p G 19 Round Robin Call Distribution A method of evenly distributing cal
345. ports To use the Call Log view click its button in the view bar File Edit View Tools Callog Help C 581011519 Start Time Kevin Flaherty Unknown 102 2344500 01 18 2001 11 24 09 Ab D Kevin Flaherty Unknown 102 617 333 345 01 17 2001 8 03 12 PM Prompts Unknown Unknown NA N 01 17 2001 8 01 53 PM IE Unknown Unknown lt NA gt lt NA gt 01 17 2001 8 01 37 PM B Kevin laherty Unknown 102 3540500 01 17 2001 7 59 47 PM Kevin Flaherty Unknown 102 3540600 01 17 2001 7 56 08 PM Call Log Frank Smith John Sargent 125 107 01 11 2001 2 53 03 PM Frank Smith Dick Yannopoulos 125 126 01 11 2001 2 52 26 PM Frank Smith Dick Yannopoulos 125 126 01 11 2001 2 51 35 PM Dick Y annopoulos Frank Smith 126 125 01 11 2001 2 50 31 PM Plug Ins Frank Smith John Sargent 125 107 01 11 2001 2 41 08 PM Frank Smith Joshua Fields 172 172 01 11 2001 8 34 56 AM Unknown Unknown lt NA gt lt NA gt 01 10 2001 4 56 52 4 from 01 10 2001 5252 PM o0T ISJUTEATTTPM 50 Items Admin e100 TV8O0DKT 7 The following table shows the information that is displayed for each call Column Description Inbound call Outbound call CHAPTER 11 MONITORING amp BACKING UP 11 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description From Name of the person who placed the call On incoming calls Unknown appears unless the user identified
346. pts you for your user name at startup BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL password lt password gt Password for the user account you use to log on If you do not use this option the Administrator or Client prompts you for your password at startup backup Administrator only Performs an immediate online backup of the Strata CS database using the current System Settings and then exits the Administrator when the backup is complete See Backing up Strata CS on page 11 11 sentence Administrator only Enables the Tools menu selection Test Sentences which allows you to listen to system prompts in context over your telephone See Testing system prompts on page 12 10 B 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL APPENDIX C IP GATEWAY CONFIGURATION WORKSHEET This appendix provides a worksheet to help you create a unified dialing plan before connecting Strata CS Servers over IP Gateway connections Using this worksheet you can avoid conflicts between connected Servers such as overlapping extensions or auto attendant numbers You can also plan consistent access codes for dialing services For complete information about IP Gateways see Chapter 13 Configuring Internet Telephony Support Two worksheets are presented an illustrated sample and a blank worksheet that you can copy for your use BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL
347. r For example if you want a user to be notified of new voice messages during business hours and all day on holidays you would add a time rule for during business hours and another time rule for holidays You or users can define custom time rules for even greater precision CHAPTER 6 MANAGING USERS AND STATIONS 6 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL You can enable or disable each time rule as needed For example if you do not want a user to be paged during a specific upcoming holiday disable the time rule for on holidays You can enable the rule after the holiday has passed Defining a schedule for e mail and pager notification On the Notifications tab click Schedule to schedule e mail or pager notifications A Schedule button is provided in each area but is disabled unless you have chosen to send notifications The Schedule E mail Notifications or the Schedule Pager Notifications dialog box opens Schedule E mail Notifications C Always send a notification Only send a notification during the following times Enabled Descripion a During business hours The Schedule E mail Notifications and Schedule Pager Notifications dialog boxes list the schedules that have been defined so far if any Click one of the following Always send a notification The schedule if any has been set up is ignored and the user receives notification of new voice messages at all times Only send
348. r by creating a template user with characteristics common to all users This template user can then be copied and customized for each new user You can create different template users for various types of users who share specific properties for example ACD agents remote users and so on Adding a user at the telephone From the new user s telephone press 0 and follow the prompts to create the user and assign an extension The user is created with default information For example assigning the extension 123 creates a user with a default first name of New a default last name of User123 and a default password of 123 You are also prompted to record a voice title for the user or change user preferences You must run the Administrator at a later time to modify the default properties to reflect the new user s real name and password and to set additional user properties Note This method does not work if the phone is already assigned to another user For a phone that has already been assigned an extension dialing 0 plays the extension and station ID CHAPTER 6 MANAGING USERS AND STATIONS 6 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL If for any reason Strata CS is unable to create the user at the telephone extension for example a user with that name already exists or there are no more Client licenses available you must run the Strata CS Administrator resolve the issue and add the user there Adding a use
349. r current voice title 04 19 1999 5 50 00 F Call Log aadeaf vox l m sorry didn t hear you 11 23 1938 2 00 02 aagenmsg vox To leave a message in our general mailbox 04 19 1999 5 50 00 F aagreet vox To manage your greetings 11 12 1898 12 03 46 aahi vox Hello Thank you for calling If you know the extension r 04 19 1999 5 50 12 F Plugins aaltrnow vox Please enter the letters now 04 19 1999 5 50 00 F aalvdire vov Ta leave the directors 11 12 1999 12 ad S 4 gt Sy p M DELA Ready to play 398 Items Admin x100 EE 4 Each system prompt appears as a row in the view The information in the following table is displayed for each system prompt Column Description File name File name of the prompt Text Contents of the file in text form The text displayed here is accurate only if it is updated each time the file is changed If you are unsure of the accuracy of the text play the file to confirm what it says Last modified Last time that the file was modified 12 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Comment How the prompt is used in Strata CS Applies to custom prompts and auto attendant prompts only blank for all other prompts Language The set of language prompts this system prompt belongs to Controlling the prompt display By default the System Prompts view displays all system p
350. r each Strata CS Server GLOSS 22 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Shift In Strata CS a period that divides up call center statistics for easy comparative viewing See Also call center p G 4 Silent Hold 1n Strata CS when the user puts a caller on silent hold the repeated P P playing of Strata CS s call handling prompts Press 1 to transfer and so forth are suppressed From the caller s point of view silent hold is identical to regular hold as the caller still hears call handling prompts and hold music if it is used See also hold p G 14 Simultaneous ring The process in which a single call is sent simultaneously to all members of a workgroup All phones ring simultaneously and the first user who answers is connected to the caller Simultaneous ring is one method of distribution for call centers and ACD workgroups See also ACD workgroup p G 1 call center p G 4 automatic call distribution ACD p G 3 round robin call distribution p G 22 top down call distribution p G 25 Small Office Home Office Also called SOHO The Small Office Home Office telecom market Commonly comprised of consultants small businesses and telecommuters See also Remote Office Branch Office ROBO p G 21 Speed Dial shortcut to a frequently dialed phone number Splash Ring Pattern A ring pattern in which 2 or 3 short rings are grouped together followed by a pause
351. r example Channel 1 on Board 1 would be named DXXXB1C1 If multiple voice boards have been installed the board number 1 is assigned to the Dialogic voice board that was installed in the Strata CS Server with the lowest board ID For information about setting Dialogic board IDs see Strata CS Installation amp Maintenance Manual The board number is then incremented by 1 for every four voice ports The channel number is assigned sequentially starting with 1 each time the board number changes and incremented by 1 for each voice channel Whenever all the devices on one Dialogic voice board have been named the board numbering sequence continues on the Dialogic voice board that was installed with the next lowest board ID APPENDIX A STRATA CS CONFIGURATION SETTINGS A 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL For example if you installed a Dialogic D 80SC 4LS in the Strata CS Server with the board ID set to 0 and a D 41 ESC with the board ID set to 1 the devices on these boards would have the names shown in the following table zIer ige ID D 80SC 4LS 0 DXXXB1C1l LSI VOX DXXXB1C2 LSI VOX DXXXB1C3 LSI VOX DXXXB1C4 LSI VOX DXXXB2C1 VOX DXXXB2C2 VOX DXXXB2C3 VOX DXXXB2C4 VOX D A1ESC 1 DXXXB3C1 LSI VOX DXXXB3C2 LSI VOX DXXXB3C3 LSI VOX DXXXB3C4 LSI VOX If you assigned the lower board ID to the D 41ESC board the devices on the same boards would have the names
352. r in the User dialog box To create a user choose Users New User The tabs in the User dialog box allow you to add and modify user properties These properties are described later in this chapter n General tab see page 6 9 Enter basic information that defines the user to Strata CS Assign an extension station ID and DID number Create a password specify a personal operator and select a language for telephone prompts You also use this tab to create a user for handling ACD agents see Strata CS Call Center Administrator Guide or an IP Gateway user that allows users to directly dial the extension of a user on a remote Strata CS Server see Creating Gateway users to unify two Strata CS Servers on page 13 17 Recordings tab see page 6 15 Allocate space for the user s voice messages greetings and voice title Indicate where call recordings made by this user are sent Record a voice title Set up Microsoft Exchange synchronization Notifications tab see page 6 17 Set up and schedule e mail and pager notifications Call Handling tab see page 6 24 Set up call screening Specify how the user is listed in the dial by name directory Set up call forwarding for the user Phone tab see page 6 28 Enable features on the user s telephone such as caller ID and message waiting indicator Specify how long the phone rings before continuing to voice mail Dialing tab see page 6 33 Allow the user to make ex
353. rdings tab of the User dialog box For existing users this dialog box displays the amount of allocated space in minutes that is currently used for the user s mailbox recorded greetings and voice titles This information is also shown in MB and as a percentage of the total space allocated General Recordings Notifications Call Handling Phone Dialing Permissions Other r Mailbox 1 08 minutes used 0 50 MB 5 4 Mailbox with 20 minute max size 3 2 MB C No mailbox Jo Sprchroniee with Evchenge server Send call recordings to tis user Greetings and voice titles 0 29 minutes used 0 13 MB 2 9 Maximum storage fi Q minutes 4 6 MB Ready to play Previous Nest DK Cancel Help Allocating space for voice messages In Mailbox with __ minute max size enter the number of minutes worth of voice messages the user can save Choose the default setting of 20 minutes 9 2MB of storage for typical users You may need to increase the default for users who record calls because call recordings including those that were e mailed to the user are stored in the user s mailbox To create an extension at which no messages are left for example a conference room or an IP Gateway user check No mailbox Allocating space for recorded greetings and voice titles In Maximum storage enter the number of minutes of recorded greetings and voice titles the us
354. re described in the following table Type of call DTMF digits sent Direct call to this extension from an external Aq caller Direct call to this extension from an internal 2 source extension caller at another Strata CS source extension Call from an external caller to a different 5 target extension target extension The call was sent to this extension via a routing list action because the target extension was busy or the call was not answered Call from an internal caller at another source 6 target extension extension to a different target extension source extension The call was sent to this extension via a routing list action because the target extension was busy or the call was not answered The following example illustrates one way that Strata CS can be configured to send DID digits to stations n Frank Smith is assigned extension 101 Miri Anatolia is assigned extension 102 n A third party voice mail system is attached to several Strata CS stations The system administrator creates a user for each device and assigns each one an extension as in Voice Mail Port 1 at extension 301 Voice Mail Port 2 at extension 302 and so forth When setting the Send digits to station option for each user the system administrator selected Send call type and extension number Finally each voice mail port is added to a workgroup called Voice Mail at extension 300 for more on setting up
355. re that you have removed all Trunk IP Port Station Client and Call Center Agent licenses 3 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To remove all licenses 1 Choose Tools System Settings The System Settings dialog box opens 2 Onthe Licenses tab select the license type from the Show License Category drop down list Select the license that you want to remove Click Delete and then click OK to close the System Settings dialog box To remove the Server license 1 Verify that you have removed all other licenses 2 Onthe Licenses tab of the System Settings dialog box select Server from the Show License Category drop down list 3 Delete the serial number and verification key that are displayed in the fields 4 Click OK and then click Yes or No when the system prompts you for confirmation CHAPTER 3 STRATA CS LICENSES 3 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 4 DEFINING SYSTEM SETTINGS CHAPTER CONTENTS About system settings The 11 The Galli Logtab ne eerte Rs The Storage tab The The Emergency tab The BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Ab
356. reated previously For a successful restoration the backup used to restore the Strata CS database must match the backup voice files exactly For example you must not use a backup of the database made on Monday and a backup of the voice files made on Tuesday The best way to insure a successful restoration is to use database and voice file backups made at the same time 11 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To restore the Strata CS database from an online backup 1 Make sure that the Strata CS Server has been shut down see page 11 14 and that there are no copies of the Strata CS Client or Administrator running except the one you are using 2 Choose Windows NT 2000 Services in the Control Panel to stop and restart the MSSQL service doing this ensures that no one is connected to the database Server From the Strata CS Administrator choose Tools gt Restore Database Click Yes to confirm that you want to restore the database If a file TVServer reg containing backed up Strata CS Server registry settings is present when you restore the database click Yes when you are prompted to restore the registry settings as well The Strata CS database is restored using the copy stored by the database Server the last time you backed up your data The system prompts and voice mail messages are not affected To restore the Strata CS database from an offline backup 1 Make sure the Strata CS
357. red Call Control Also called call handling All of the options that can be used to control a call including answering holding forwarding transferring and conferencing Call Detail Recording CDR Also called call accounting CDR A feature that allows a telephone system to collect information and statistics about incoming and outgoing calls Typically collected by a PBX call detail recording information can be used to generate call usage reports that identify callers and recipients duration of calls and on what station and trunk calls occurred Strata CS Reporter and Call Log provide CDR functionality See also private branch exchange PBX p G 20 Call forwarding Also called follow me call forwarding forwarding a call A feature that without answering an incoming call routes it to an appropriate extension phone number voice mail system and so forth Call Log A view in Strata CS that displays a record of all calls made on the system Administrators can use the Call Log to analyze system usage patterns Individual users can view their own Call Log information to review what calls they have answered placed or missed Call Monitor A view in the Strata CS Client that displays a user s current call activity and from which a user manages calls Call Pickup A Strata CS feature that allows a Client to answer an incoming call that is ringing on another phone Call Progress The series of events and states that occur du
358. rent shifts but they share the same computer and phone At the beginning of his shift Steve logs on to the Client In the Call Log the From column for calls he makes contains Steve At the end of his shift he logs off and exits the Client Dorothy then starts work and makes a call using the telephone Because she forgot to log in this call is also identified in the Call Log as having been placed by Steve After Dorothy logs in either via the Client or the telephone commands the station is in her name and the calls she makes are attributed to her in the Call Log Logging in at a station other than the assigned one A usercan temporarily log in to someone else s default station either through the telephone commands or the Client While logged in Strata CS treats outgoing calls as coming from the user and applies the user s own dialing permissions and permissions Calls to the user appear in the Call Monitor However calls do not ring at this phone unless the user forwarded calls to the new location or selected Take Call from the Call Monitor Calls for the default user at the location still ring there but are not displayed in the Call Monitor When the user logs off the station reverts to its default extension To find out the default extension for a phone dial 0 Tolog off using the telephone commands hang up the phone To log off using the Client exit the Client or log in as a different user Reconfiguring a sta
359. rforming basic actions in the 2 8 Greating trente ener teret spe idest 2 8 Deleting items recien Ret cree dre enne 2 9 Renaming 2 9 Copying and pasting 2 9 Customizing 2 9 Working with voice files sse 2 10 Chapter 3 Strata CS Licenses About Strata CS licenses ssssseeeeeeneeme 3 2 Entering liGerises tt eee bee RE 3 2 Rermoving licerises x eri Dee PERDERE 3 4 Chapter 4 Defining System Settings About syster settings rem Ded ente utes edes 4 2 Customizable 4 2 The General tab 4 3 Defining business hours and holidays 4 5 The Gall E g tab 2 tutte eedem 4 8 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Logging internal calls 4 8 Archiving the Call 4 8 The Storage tab eue Ene eene deeper iu 4 10 Allocating disk space seen 4 11 Moving voice files oett e etie eet oe 4 11 The Dialing tab 4 12 Defining special access 4 12 Setting dialing timeouts eene 4 13 T
360. ring a call These can include dialing ringing busy signal and so forth Call Pursuit Also called follow me service A Strata CS feature that tracks down a person at any of the phone numbers that are included on a routing list Call Recording A feature in the Strata CS Client that allows a user to record a telephone conversation GLoss 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Call Routing Also called routing a call The process of sending a call to a succession of destinations extensions or external numbers or several destinations simultaneously Also describes a variety of methods for directing a call within an organization for example using an auto attendant DID or ACD workgroup See also auto attendant p G 3 automatic call distribution ACD p G 3 direct inward dial DID p G 11 Call Rules A Strata CS feature that allows users to automatically handle calls from specific callers using a unique routing list and greeting For example users can create a call rule for their spouses so that when the spouses call they are routed first to a cell phone number then their home number and finally to a unique voice mail greeting tailored specifically for them See also routing list p G 22 Call Waiting A feature that alerts a user who is already on a call that another call is arriving If call waiting is not enabled incoming calls are automatically sent to voice mail Caller ID An optional serv
361. ringer greeting and routing list behavior when you are not able to answer calls The Strata CS Web Client enables users with a browser to access voice mail or manage personal settings from anywhere in the world over the Internet or from non Windows platforms in the office Follow me call forwarding features routing lists that try several locations to find you You can set different routing lists for the callers you choose Call logging lets each user see a record of his or her own calls while giving administrators access to the company s complete log 1 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Automatic call distribution ACD lets you create call center workgroups keep a calllog of workgroup activity and use the Call Center Reporter to analyze workgroups agents hold time and more Scheduled auto attendants allow greetings to change and calls to be routed to different extensions at different times of the day and days of the week Built in Internet H 323 gateway saves money by routing calls over the Internet or your intranet It supports tie lines between branch offices and even allows your customers to call you from a Web page TAPI Service Provider and Contact Manager Assistant let you use Act Outlook GoldMine or other TAPI compliant applications including Front Office 2000 with Strata CS You can place calls and receive screen pop identifications when you receive calls
362. rmance object drop down list Counters Use local computer counters Add Select counters from computer STV Serer z Performance object Strata CS Calls S LServer Replication Logreader SQLServer Replication Merge S LServerReplication Snapshot Select instances S LServer SQL Statistics S LServer User Settable Close Explain dii instances As shown in the next illustration Strata CS performance counters for the group you have chosen are listed under Select counters from list To add a counter select it from the list and click Add Repeat this process for each counter that you want to display When you have selected all of the counters that you want to view click Close APPENDIX E UsiNG PERFORMANCE COUNTERS E 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Add Counters 9 Existing Calls The counters you have selected are listed below the performance graph in the main System Monitor window sg Performance OF x K m bel Eg 18 x ag Performance Logs emen E Duration 1 48 color Scale Counter 1ns Pa object Compu 1 000 Existing Calls Strata CS Calis MTV Serve n Tv Serve 1 000 otal Ca Sene E 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL GLOSSARY A and B Bits Signaling information on a 1 line T1 carriers
363. roblem report package The problem report package is a single CAB file It contains all the information gathered about the problem by the Problem Report Wizard The Wizard saves the problem report package to the location you specify If you save the problem report package to the default location your Desktop it is represented by the following icon WestFleet Ltd _001 cab The Wizard summarizes the information reported including the date and time the report was created in a ProblemInfo txt file within the CAB file You can open CAB file with any zip utility for example WinZip To prevent problem report packages from being overwritten the Wizard gives each one a unique name based on your company name and a sequence number as in the previous example The Problem Report Wizard is ready to create your Problem Report Package Click Finish to create the Problem Report Package Problem Report Package location E WINNTProfiles Miria Desktop WestFleet Ltd 001 cab Please contact your technical support contact For Further assistance Help Cancel lt Back Finish The Wizard increments the sequence number in the filename each time it creates a new problem report package CHAPTER 11 MONITORING amp BACKING UP 11 21 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Send the problem report package to your technical support representative by attaching it to an e mail message or transferring the file
364. rompts on the Strata CS Server Use the control on the toolbar if you want to display only the custom prompts you have recorded or only the prompts for a single language All Custom System Latin amp merican Spanish System English System U S English Note To install additional language prompts you must run the Strata CS Server installation again and select the languages you want Managing system prompts This section explains the following aspects of managing system prompts Playing system prompts Exporting system prompt text Importing system prompt text Exporting and importing system prompt audio files Changing the encoding format of system prompts Playing system prompts You can play system prompts to confirm that they contain the correct information System prompts play over the telephone or through your PC speakers If you choose to play a prompt over the telephone your phone rings and the prompt plays when you answer See Using the audio controls on page 2 10 for more information CHAPTER 12 SYSTEM PROMPTS 12 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To play a system prompt 1 Select the name of the prompt that you want to play 2 Choose System Prompts gt Play Exporting system prompt text Select File gt Import and Export to export system prompt text into a CSV file for processing by a professional recording studio or for maintenance purposes Importing sy
365. rotocols as the Internet See also Internet p G 15 IP Gateway Feature that enables two Strata CS Servers to communicate as one over the Internet so that users on one can directly dial extensions on the other IP Gateway user Special type of user used for creating an IP Gateway IVR Plug In custom application that extends the call processing functions of Strata CS by sharing the Dialogic hardware with the Strata CS Server Key System Phone system in which callers select a specific inbound or outbound trunk by pressing a button on the phone before taking or placing a call Least Cost Routing System of routing a long distance call by using the least expensive carrier for that call Local Exchange Carrier Also called ILEC LEC A local phone company Also known as an Incumbent Local Exchange Carrier ILEC a LEC has some legacy connection to the old Bell system See also Competitive Local Exchange Carrier CLEC p G 8 GLoss 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Location Settings Settings in the Strata CS Administrator that specify the country and area code of the office in which Strata CS is installed defined for each Dialing Service See also Administrator Strata CS program p G 2 Logging The act of saving event and status information to a log file or window Logs can be used to troubleshoot problems or produce activity reports Long distance Prefix The number diale
366. rring a call to another extension For example a Strata CS user can generate a flash and then press 1 to transfer a call This method of sending instructions is called in band signaling Many telephony applications use this same method communicating with PBX or Centrex systems through flash hook commands Most PBXs use their own proprietary sets of flash hook commands An application that uses in band signaling will usually provide you with a way to configure it for a specific set of flash hook commands such as those used by Strata CS For example amp 3 a flash followed by a 3 is the flash hook command that Strata CS uses to disconnect from a call so you can configure the in band signaling application to use amp 3 as its disconnect command For a complete list of the Strata CS telephone commands see the Telephone Commands Quick Reference in Strata CS Client User Guide TAPI applications TAPI applications can communicate with the Server through the Strata CS TAPI Service Provider TSP The TSP can be installed on the Strata CS Server and on any workstation networked to the Server When it is installed users can use TAPI enabled phone dialers contact managers and similar applications No modem is required and the Strata CS Client does not need to be installed on the user s computer The TSP runs in the background establishing a connection between the TAPI application and the Strata CS Server Whenever a call is transferred to t
367. rs in the 617 area code The pattern 1NxxNxxxxxx could be used to match any long distance number in the North American Numbering Plan By default the system defines the following routing variables n Nmatches any digit from 2 9 These are the initial digits used in exchanges and area codes n x matches digits 0 9 matches any sequence of digits and asterisks to the end of dialed digits This creates an ambiguous timeout see Avoiding dialing ambiguities on page 8 8 You also can define your own routing variables to match combinations of digits as described in Adding new routing variables on page 8 38 Here are some examples of match patterns and the phone numbers that these patterns would match n 1617Nxxxxxx matches 16173540600 and any other seven digit phone number in the 617 area code n 1617 matches 1617 16173540600 16173540600123456789 or any other set of digits following 1617 n Nxxxxxx matches 3540600 2000000 or any other seven digits in which the first digit is from 2 9 Adding new routing variables Routing rules use a set of variables to define the phone numbers to be matched By default the system defines the routing variables N and x see Defining patterns to match the dialed digits on page 8 38 You may want to define additional routing variables that match individual digits or combinations of digits such as area codes or exchanges For example if you are in the 61
368. rs view clicking the first toolbar button opens a User dialog box with the title Untitled User You can also click the small arrow to the right of the first toolbar button and use the menu that opens to create any new Administrator item The arrow is available in every view x 2 4 e User Ctrl amp Workgroup Ctrl K Trunk 721 Auto Attendant Ctl T 5 Queue Ctrl Q i Dialing Service IVR Plug In d IP Gateway Etrlev User Group Ctrl You also can create all items from any available view To create a new item choose File New To create a new item that is based on an existing item 1 Selectthe item on which you want to base a new item such as a user in the Users view Choose Edit Copy Choose Edit gt Paste A User dialog box opens Copy of item that you copied appears in the title bar of the dialog box It contains a duplicate of the selected item s information You can use the this information as a basis for creating a new item Enter the information about the new item in the dialog box Click OK to save the changes as a new copy 2 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Deleting items 1 Right click the item To select more than one item use SHIFT click or CTRL click 2 Choose Edit gt Delete In the confirmation dialog box that opens click Yes or No Renaming items Items in some views can
369. runks this number is often the same number as that displayed on the BCP connection jack to which the phone is attached If you are using analog trunks and the BCP panel assign station ID to your operator and station IDs 2 4 to people who are assigned to answer phones in the event of a system failure With analog phone service Strata CS s Watchdog mode provides limited telephone support if power fails or the Windows NT 2000 server goes down In Watchdog mode the Dialogic hardware routes the first 4 incoming analog trunks to the first 4 stations station IDs 1 4 Forauser without a physical telephone for example a voice mail only user an ACD workgroup or a user who works permanently off site assign station ID 0 CHAPTER 6 MANAGING USERS AND STATIONS 6 11 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL All stations must be assigned to a user even phones that are not associated with an individual in the workplace such as a conference room phone To represent such phones create dummy users called Conference Room 1 Mail room and so forth and assign the stations to them Linking users and phones In Strata CS the computer not the user is linked to the telephone Each Client workstation has an assigned phone which is usually be the phone closest to it The station ID of the phone is specified during the Client installation and is stored in the computer s Windows Registry My extension is 115 User has
370. rvice or later if you want to change or troubleshoot the dialing service Hidden To hide this dialing service in the Client check Hidden This setting is typically enabled to hide dialing services that you use for testing purposes or only want to make available to users through a Routing service see Routing services on page 8 29 A hidden service is still accessible to Telephone users 3 Trunks tab Click the Trunks tab see Trunks tab on page 8 18 and choose the trunks that this dialing service will use to place calls 4 Codecs tab Click the Codecs tab see Codecs tab on page 8 21 and choose whether to default to or override the codecs specified for the Internet span used by the service 5 Click OK on any tab to add the dialing service Adding an Internet to Phone Number service You use an Internet to Phone Number service to dial telephone numbers from a remote Strata CS Server For complete information on setting up Strata CS for IP telephony see Chapter 13 Configuring Internet Telephony Support 1 Choose Dialing Services New Dialing Service Internet to Phone Number Service i Untitled Internet to Phone Number Service General Trunks Codecs Location Settings Name Chicago Access code n v Enabled Hidden IP Gateway ica ml Place external calls on remote server using Remote server s Phone Number service access code 2
371. s Hours on page 4 5 Based on the business hours you defined auto attendants can now include scheduled greetings or transfers to other auto attendants or IVR Plug ins See Scheduling transfers and greetings on page 9 14 Robbed Bit T1 signalling is now defined using the Robbed Bit T1 Experimenter instead of the Administrator See Installing Strata CS for more information Fax routing is now set up at the trunk level Several other trunk properties have moved to dialing services See Setting up fax routing on page 5 7 An ACD workgroup user can be configured so that only supervisors can put an ACD workgroup in Do Not Disturb See the Strata CS Call Center Administrator Guide for details CHAPTER 1 OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS 1 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL n You can no longer enter at the beginning of a phone number to bypass least cost routing for the call Instead create another dialing service that does not use least cost routing 8900 to hear a station ID has been replaced with 0 Wherever possible Strata CS 2 1 settings are upgraded seamlessly to work with new Strata CS features For example dialing permissions set for dialing services and users have replaced the old dialing exceptions previously set only at the user level When you upgrade to this version of Strata CS all Strata CS 2 1 users are assigned the permissions setting Use dialing service permissions excep
372. s are described in this chapter and in Strata CS Client User Guide 6 6 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About adding a user Adding a user to the system allows that person to make and receive calls using Strata CS Unlike other telephone systems Strata CS assigns access permissions to specific people rather than to devices Users access the system using their own identities regardless of the identity of the telephone device they use Generally you must have a station license available for each user you create It is possible however to add a user who does not have a station an actual telephone Such a user is commonly created for ACD workgroups voice mail only users or remote users who always have their calls forwarded outside the office Users without stations do not require station licenses For more information about license requirements see Entering licenses on page 3 2 You can add a new user in the following ways Atthe telephone This is a convenient way to quickly activate phones when you are setting up a new Strata CS system However you must physically go to each user s telephone to activate it and must still use the Administrator to finish adding each user n Inthe User dialog box This method allows you to set up all user options at one time from one location n Using a template You can save time and reduce typing when adding new users in the Administrato
373. s calls to numbers in the 674 exchange in the 440 area code Allow 1800 This allows calls to toll free numbers General Trunks Location Settings Dialing Exceptions Permissions By default alow all v numbers except those starting with 011 Disallow 1 Disallow 1330531 Allow 1440674 Allow 1800 Allow Add Edit Delete 8 28 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL In this example the rules are applied in this order longest to shortest 1330531 allow 1440674 allow 800 allow 011 disallow 1 disallow The following numbers are allowed 330 531 1234 800 123 4567 731 4521 in the local area code The following numbers are disallowed 1 347 555 1212 1 330 532 1212 011 44 181 555 1212 Routing services A routing service is a special type of dialing service that routes calls through other dialing services It uses routing rules to identify the dialing services that are valid for the number dialed For example the following table shows a simple routing rule that identifies local calls If the dialed number matches the pattern in the digits dialed column then the Local calls dialing service can be used to place the call Local calls is referred to as the target dialing service for this rule Schedule Digits dialed New digits Action Service Reason Notes Always Nxxxxxx NXXXXXX Route 76 Local calls This example show
374. s in this order Choose the algorithm used to allocate trunks from the dialing service Bottom to Top Trunks are allocated starting at the bottom of the list each time If a trunk is busy the next trunk up is allocated Topto Bottom Trunks are allocated starting at the top of the list each time If a trunk is busy the next trunk down is allocated Round Robin Trunks are allocated in the same sequence as Bottom to Top but starting with a different trunk for each call 3 Identify the trunks that will be allocated by this service Note The label of the next field and the trunks available for allocation will vary depending on the type of service you are creating Useall phone number trunks If selected this dialing service will allocate all analog and digital trunks in the Strata CS system using the algorithm selected above Useonly selected trunks If selected only the trunks in the list on the right will be allocated using the algorithm selected above Click Add to add a trunk to the Selected trunks list Click Remove to remove it Available trunks Lists all the trunks in the Strata CS system that can be used by this type of dialing service CHAPTER 8 MANAGING OUTBOUND CALLS 8 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Phone Number service analog and digital trunks Centrex PBX Extension service analog and digital trunks Internet Address service Internet trunks Internet to
375. s tab on page 8 22 and define specific rules used to dial numbers in a particular city area code exchange Permissions tab Click the Permissions tab see Permissions tab on page 8 26 and specify any restrictions on the numbers that can be called using this dialing service Click OK on any tab to add the dialing service Adding a Centrex PBX Extension service A Centrex PBX Extension service allows users to dial Centrex PBX extensions or other custom numbers over analog and digital trunks Choose Dialing Services New Dialing Service Centrex PBX Extension Service Untitled Centrex PBX Extension Service General Trunks Name Access code Enabled Hidden Minimum number of digits E Maximum number of digits 4 Collect all digits before dialing on trunk Dial prefix Poo Dial suffix Cancel 8 12 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 2 Onthe General tab enter the following basic information about the dialing service Name access code Choose a name and access code that will make it easy for the users to select this dialing service when placing a call See Tips on access codes and names for services on page 8 7 Enabled To make this dialing service available to users leave Enabled checked Clearing the checkbox disables the dialing service so that users cannot select it Disabling can be useful if yo
376. s the rule as it would be displayed in the Routing Rules tab see Routing Rules tab on page 8 35 Columns in the Routing Rules tab contain the following information Schedule Scheduled times at which the rule will be applied This column contains Always if no schedule is defined Digits dialed Pattern that matches the dialed numbers that you want the routing rule to process The pattern Nxxxxxx matches any seven digit number starting with digits 2 through 9 See Defining patterns to match the dialed digits on page 8 38 for details New digits Pattern of the number to be passed to the target dialing service In this example the number is unchanged Action The rule s action is Route to attempt to route the call through the target dialing service or Stop to stop processing of any further routing rules that use this pattern CHAPTER 8 MANAGING OUTBOUND CALLS 8 29 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Service Reason The example gives the access code and name of the target dialing service for this rule If the rule s action was Stop this column would list the reason for stopping Notes Comments that you enter when you create the rule A routing service can have many different routing rules The routing service attempts to match the number dialed to each routing rule until it reaches the end of the routing rules or finds a rule that tells it to stop processing the number If one or more valid dialing
377. s use the lower numbered trunks so either add the analog trunks first or bump up the starting trunk number for the digital span to reflect the actual line number See About digital and Internet spans on page 5 9 for information about adding a digital span Name Descriptive name for the trunk See Naming trunks on page 5 3 3 Choose whether the trunk is used for inbound calls outbound calls or both using the following fields Accept inbound calls Check this box if the trunk is used for inbound calls 5 10 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Calls are sent to Select the auto attendant user or IVR Plug in that answers all inbound voice calls on this trunk If you change the target by time of day send the calls to an auto attendant and define the appropriate scheduled transfer action Faxesare sentto Select the auto attendant user or IVR Plug in that answers all inbound fax calls on this trunk See Setting up fax routing on page 5 7 for more information Retrieve DID digits from this analog line Check this box to collect DID digits on the line When checked Strata CS routes inbound calls directly to the user auto attendant or IVR Plug in associated with the DID number See Setting up digit collection on an analog trunk on page 5 11 for more information Allow outbound calls Check this box if the trunk is used for outbound calls Registered for
378. scheduling greetings and call transfer behavior to change how it behaves during or after business hours You can create auto attendants that are recorded in different languages but have the same menu choices A master auto attendant tells callers To continue in English press 1 To continue in Spanish press 2 Pressing the appropriate choice transfers the caller to the auto attendant recorded in that language It also changes the system prompts that Strata CS presents to the caller to the specified language 9 4 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL What callers hear The auto attendant recording that callers hear is a series of short individual recordings The individual recordings are the following Agreeting The greeting is the first thing the auto attendant plays when it answers a call for example Thank you for calling Barchetta Industries Menu prompts Each menu prompt recording tells callers about a single option For example For Sales press 1 You must record each such prompt individually and specify the sequence in which you want the auto attendant to play them By default the following options are turned on for all auto attendants Callers can always enter an extension At any time while listening to an auto attendant s options callers can enter an extension and be transferred to the party at that extension n Callers can always log in by pr
379. se All reports are run directly from the Strata CS server and get the latest data Several new reports allow better analysis of call center trunk and agent performance and behavior Windows Performance Counters Strata CS now includes several standard Windows performance counters that can show you the number of calls in use total calls handled and more 1 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Custom data easier to use Custom data items are now centrally defined in the Administrator so that it s easy to see a list of all custom variables that can be associated with calls Miscellaneous new features and changes Five digit extensions are now supported Extensions and station IDs are automatically suggested when creating new users Personal Status has replaced Do Not Disturb DND Call Rules replace People Rules and Smart DND Inthe Client Extensions view replaces User view Wherever possible Strata CS 3 x settings are upgraded seamlessly to work with new Strata CS features Configuring Strata CS for the first time When you are configuring your Strata CS system for the first time you must complete the following tasks which are explained in detail in the remainder of this manual 1 Add licenses To configure Strata CS you must first enter the license codes that your system requires See About Strata CS licenses on page 3 2 Configure system sett
380. se values for each trunk individually See Entering trunk defaults for a span on page 5 16 Click OK to add the span to your configuration Optimizing your ISDN settings When you are adding an ISDN trunk you can use the Tuning tab to change ISDN board parameters Changes you make while a call is in progress on the board are not reflected until the current call ends and a new call begins To set your ISDN parameters 1 Run the Dialogic Makecall Utility DMU supplied on the Strata CS CD For instructions see Strata CS Installation amp Maintenance Manual The DMU wizard steps you through the process of testing your ISDN board and generates a file in the Output subdirectory called Outbound MCB txt CHAPTER 5 MANAGING TRUNKS AND SPANS 5 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 2 On the Tuning tab click Import and select the Outbound MCB txt file Undefined ISDN BRI Span Parameter Bearer channel transfer capacity Bearer channel transfer mode Circuit switch Bearer channel transfer rate 64 kBps Layer 1 protocol on bearer channel CCITT V 1007x 30 User rate on bearer channel E bits in 1 470 Called party number type En block Called party number plan Unknown Called party sub number type data element NSAP Called party sub number plan data element 255 Called party sub number data element Calling party number type En block Apply these settings to all ISDN BRI spans Import Restore
381. ser or IVR Plug in that receives inbound calls on this trunk Send faxes to User to whom inbound faxes on this trunk are routed IP Address IP address of the trunk Span Description Optional information provided when the span was added Because you can add trunks to the configuration before the physical lines are added to your system the number of trunks shown in the trunks view may not reflect the actual number of trunks available for Strata CS s use About digital and Internet spans Strata CS represents digital and Internet trunks as a span of individual trunks corresponding to the number of available channels For example a Robbed Bit T1 trunk offers 24 channels so when you add a Robbed Bit T1 trunk 24 individual trunks appear in the Trunks view You can set some properties for an individual trunk in a span and other properties for the span as a whole To set properties for an individual trunk right click the trunk and then choose Open Trunk n To set properties for a span as a whole right click a trunk in the span and then choose Open Span When Strata CS dials out over a board it reads the board configuration information that was entered when the board was installed using the Dialogic Configuration Manager DCM However the Administrator does not read this information when you add or configure a digital span that uses the board When you add a digital span make sure that the span type matches the protocol
382. ser name and password An additional Client license is required each time a user logs on using a different user name and password Call Center Agent licenses Each agent in a call center queue must have a license A single licensed agent can participate in multiple call center queues Call Center Agent licenses are also used by the Strata CS Call Center Reporter If you want to use the Reporter even for non queue reports such as call activity on trunks you need a minimum of four Call Center Agent licenses To see a license summary that shows the total number of each type of license currently installed on the Server in the Administrator choose Tools System Settings and then click the Licenses tab The Stations field under License summary displays the total number of licenses You must supply the appropriate license serial numbers and verification keys to the Server before you can use the corresponding trunks stations and Strata CS Clients For this reason you may want to purchase additional licenses for expected system growth so that you do not have to wait for a license the next time you expand your system Entering licenses You must enter your Strata CS Server license as follows before you enter any other licenses and before you configure the Server 3 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To enter your Strata CS Server license 1 Select Tools System Settings and then
383. ser s extension PIN Strata CS identifies the contact by matching the PIN to the contact Personal status Strata CS feature that enables users to indicate their location and availability to other users and handle incoming calls accordingly Plain Old Telephone Service Also called POTS The basic telephone service that allows a person to place and take calls GLoss 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Plexar A Centrex service that is offered in Texas See also Centrex p G 6 Version 3 of the Post Office Protocol an Internet protocol used for retrieving e mail See also Internet p G 15 Predictive Dialer An automated dialing system that allows a small number of agents to process an enormous amount of outbound calls by automatically dialing numbers from a database until someone picks up It then connects the call immediately to an available agent who will handle it See also call center p G 4 Primary Interexchange Carrier PIC Code In the U S a dialing prefix to access a particular carrier for example 1010321 Primary Rate Interface Also called PRI One of two interfaces in ISDN the other is Basic Rate Interface PRI is the ISDN protocol running on a line Also known as 23B D PRI consists of 23 bearer B channels at 1 544mbps and one data D channel at 2 048mbps The B channels are used for voice video conferencing fax and so forth The D channel carries control and signaling i
384. ser selects this dialing service and then dials a number beginning with the prefix Click OK to close the dialog box Click OK on any tab to save the Phone Number service An example of how to set dialing service permissions The following example illustrates how to set up dialing service permissions n You want to allow users to dial all local numbers in the 216 area code These calls are dialed without the area code because they are local calls as CHAPTER 8 MANAGING OUTBOUND CALLS 8 27 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL set up on the Location Settings tab see Location Settings tab on page 8 20 You wantto allow calls to some exchanges in the 330 and 440 area codes which are dialed with a 1 in front of them because they are long distance calls for example 1 330 531 1234 and 1 440 674 4321 Inaddition you want to prevent calls to all other long distance and international numbers but allow calls to 1800 and other toll free numbers To do this with the fewest steps set up the following dialing service permissions By default allow all numbers except those starting with Disallow 1 This prevents calls to long distance numbers Disallow 011 This prevents calls to international numbers Allow 1330531 This allows calls to numbers in the 531 exchange of the 330 area code You enter a separate permission for each valid exchange in the 330 area code Allow 1440674 This allow
385. server malar Send call recordings to this user 7 Greetings and voice titles 0 29 minutes used 0 13 MB 2 9 Maximum storage o minutes 4 6 MB Voice title eo e I Not connected to record press to connect Previous Identifying the user In Type choose User Then enter the user s First name and Last name At least one of the name fields is required You can enter the user s Title and any Comments such as the user s department that you want to be displayed along with the user name in the User view It can be helpful to use the Title field for the user s department for example Sales When a caller requests to be transferred to someone in Sales the Operator can see all the users in the Sales department grouped together in the Client s Transfer Call dialog box CHAPTER 6 MANAGING USERS AND STATIONS 6 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Assigning an extension A user s extension is the number callers dial to reach the user Extensions must comply with the following restrictions Nolonger than 5 digits Numeric characters only Must be unique In addition follow these recommendations when assigning extensions Avoid extensions that begin with another extension or access code For example if one user is given extension 17 and another extension 177 users who dial extension 17 will experience a brief delay while Strata CS waits to see if another
386. ses separately You can also run a report that sorts by user so that you can see how much phone time a specific user spent on each case 10 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Setting up account codes This section describes how to set up your Strata CS system to use account codes Setting general account code options To set up the general behavior of account codes in your system choose Tools gt Account codes The Account Codes dialog box opens Default inbound mode Optional non verified m Default outbound mode Forced verified Collect account code before dialing number v Verify account codes according to range Minimum length 2 Maximum lenath 4 Under Default inbound mode and Default outbound mode choose the account code modes that you want to be the defaults for new users The default is Stations with no users assigned You can always change a user s account code modes The account code modes are as follows Optional non verified The user is not prompted to enter account codes If the user does enter an account code by pressing 11 it is not checked against the list of valid account codes Optional verified The user is not prompted to enter account codes If the user does enter an account code it is checked against the list of valid account codes If the account code is invalid the user is prompted
387. sion to see it Displays real time statistics for call center queues See Also call center p G 4 Recovery Time Amount of time after an ACD agent completes a call in which no new calls are received Recovery time provides an agent time to perform any work required to complete the previous call before taking the next call See also automatic call distribution ACD p G 3 Redundant Array of Inexpensive Disks Also called RAID Protocol for combining several standard disk drives into an integrated fault tolerant unit If one of the disks in the array fails its contents can be reconstructed from data stored on the other disks Regional Bell Operating Company Also called RBOC One of the Bell operating companies set up after their divestiture from AT amp T in 1984 Remote Access Server Also called RAS Computer and software that allows a person to connect to a network from a remote location by dialing a number See also Internet p G 15 Remote Office Branch Office Also called ROBO The Remote Office Branch Office telecom market See also Small Office Home Office SOHO p G 23 Reorder Tone The Fast busy dial tone indicating that a call cannot be completed for example if all switching paths or trunks are busy Ring Pattern The pattern of sounds a telephone makes to indicate a call is arriving Ring patterns can be customized so that users can differentiate between internal and external calls or identify their own
388. sonal assistant or other auto attendant select the user from the Operator drop down list on the General tab For more information about operators see The Admin and Operator users on page 6 4 A personal operator can be also be set in the Strata CS Client Choosing a language for telephone prompts On the General tab in the Telephone prompts drop down list select the language that you want to be used When the user logs in or is identified on the telephone Strata CS automatically switches to this language for all subsequent system prompts for that user The language can be also be set in the Strata CS Client This setting does not affect the prompts that callers hear Editing a user s Client settings A user s Contacts Greetings Routing list settings and Call rules can only be viewed or changed in the Strata CS Client To edit these settings from the Administrator click Edit All Client Settings from any tab The Client starts automatically logged in to the user s account without your having to enter the user s password For privacy reasons the Call Monitor and Voice Messages views are hidden Using the Client you can view and edit any of the user s custom settings The Client must be installed on the same computer as the Administrator for you to use this feature 6 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL The Recordings tab You allocate space for a user s voice files on the Reco
389. specify In its most basic form each menu choice consists of n n n Prompt A recorded message that explains the option to the user Key The telephone key the user must press to select the option Action The action the system takes when the key is detected If a menu choice action transfers the call to a user or IVR Plug in you also can select a prompt that announces the transfer to the caller Language The language for subsequent system prompts When the caller enters the key associated with this menu choice all subsequent prompts are in the specified language The languages that your system supports is part of the Strata CS Server installation For more information see Strata CS Installation amp Maintenance Manual 9 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL An auto attendant must always contain an action to take when the caller does not press any key at all so that the caller is not abandoned This is called the nothing menu choice You specify how long the auto attendant will wait for a key press after the last prompt finishes playing before performing the nothing action The prompt associated with the nothing action plays only after the time out elapses not with the prompts for other actions When you create a new auto attendant the nothing action is defined for you as a Transfer to Operator with a timeout of 3 seconds Also by default the auto a
390. ss of whether they are local of the user type User or remote Local and remote users appear together in the Client s Users view Place Call To dialog box and other user lists Note Assembling larger networks of more than two Strata CS Servers is technically possible but if a call is transferred to a remote Server and then transferred back to the original Server two IP trunks are used on each Server Because the call is originating and ending on the same Server this setup can waste resources and bandwidth Placing calls involving a remote Strata CS Server To make an IP Gateway call users must choose the appropriate dialing service when placing the call either by dialing the access code over the phone or by selecting it in the Client See Creating IP Gateway dialing services on page 13 13 By creating users of the type IP Gateway you can also enable users to dial remote extensions directly without dialing an access code or place calls to them from the Client See Creating Gateway users to unify two Strata CS Servers on page 13 17 CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Receiving Internet calls from a remote Strata CS Server Incoming calls from a remote Strata CS Server appear like a local call For example caller ID name and number are delivered just as for regular internal or external calls allowing users to identify and call back remote users easily
391. stem prompt text Select File gt Import and Export to import system prompt text into a CSV file that was processed by a professional recording studio or was modified Exporting and importing system prompt audio files You can export a system prompt from your Server for use on another Strata CS Server You also can import an existing sound file and use it as a system prompt For more information see Importing and exporting voice files on page 2 11 Changing the encoding format of system prompts Strata CS supports two VOX file formats u law format for use in the United States and Japan and a law format for use in other countries When Strata CS is installed the correct format is used based on the location of the Strata CS Server On rare occasions it may be necessary to convert the voice files on a Strata CS system from one encoding format to another for example if you are staging a Strata CS system in one location that will be deployed in another To change the encoding format of all VOX files in the system 1 Choose Tools Shutdown Server to temporarily stop the Strata CS Server 2 Run the utility TVConvert exe which is located in the directory in which the Strata CS Server was installed 3 Choose Tools Start Server to restart the Server TVConvert exe checks the Windows NT registry for the current VOX file format converts all files to the other format and updates the registry 12 4 STRATA CS ADMINIST
392. sting calls are finished Preserves calls in progress by waiting the number of minutes you specify before starting to shut the Server down When you click OK all Client users receive a message that states that the Server is shutting down After the time is up Strata CS prevents any new calls from beginning and waits until all current calls have ended At that point the Server shuts down While the Server is in the process of shutting down and blocking new calls incoming callers hear ringing The same is true after the Server has shut down Cancel scheduled shutdown Cancels a shutdown that was scheduled using the previous option You can cancel only the shutdown before the time that you specified expires After the Server has begun the process of blocking new calls and shutting down you can no longer cancel the shutdown Moving a Strata CS Server to another machine You can restore the Strata CS database from an online backup to another machine The backup restore function copies all Server registry settings and automatically resolves different source and target path names to simplify the process of moving a Strata CS Server Viewing the Windows Event Log The Windows Event Log contains informational messages from Windows NT 2000 and from applications running on the Server Both Strata CS and the database Server post startup and shutdown messages and error messages to the Applications Event Log You can examine the Windows Event Lo
393. t can route the call through either dialing service The routing service automatically assigns the highest priority to the CHAPTER 8 MANAGING OUTBOUND CALLS 8 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL dialing service of the least expensive carrier based on the call s time and date Users do not have to remember separate access codes for the two carriers because they always dial the access code for the routing service For detailed information on routing services see Routing services on page 8 29 The Dialing Services view To add edit and delete dialing services click the Dialing Services button in the view bar to open the Dialing Services view File Edit View Tools Dialing Services Help Hire xc acc Dialing Services Type Access Code Enabled Hidden Default Trunk Order Internet IP Calls 71 Bottom to top IP to Phone Through Tucson Gateway 8075 Bottom to top Phone Local calls 8076 Bottom to top Phone Long Distance 8077 Bottom to top Phone Any Phone Trunk 8078 Bottom to top Dialing Routing User Routing Service 3 Services jc Im amp tems Admin 4100 tvgoodkit a 7 Each dialing service appears as a row in the Dialing Services view Double click a listed dialing service to see its properties in the Dialing Services view The following table describes the information displayed for each dialing service Column Description Type Dialing service type The available types are Phon
394. t of disk space in megabytes consumed by the user s voice message greeting and voice title files Mailbox Size Total space allocated to the user for voice messages in minutes Greeting Size Total space allocated to the user for greetings and voice titles in minutes Forwarding To Number to which the user is currently forwarding calls Listed If checked the user is listed in the dial by name directory Voice Title If checked the user has a recorded voice title You can record titles for users or they can record their own Announce Callers If checked the caller s name is announced on incoming calls Exchange Sync If checked Strata CS and Microsoft Exchange inboxes are synchronized Comments Comments added about the user CHAPTER 6 MANAGING USERS AND STATIONS 6 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL About users and roles Users Unlike a traditional PBX Strata CS manages phone traffic by user rather than by device Adding a user allows that person to make and receive calls through the Strata CS system Roles are collections of permissions that you assign to users You can add a user to an existing role and grant them the same permissions as every member who also has that role and you can create new roles Users in Strata CS are of the following types User A person using a telephone in your office ACD workgroup This special type of user sends callers to one or mor
395. t the following and their preexisting dialing exceptions are carried forward Changes in Strata CS 3 0 or later The following administrative tasks have changed in this version of Strata CS n Workgroups You can arrange users into specific workgroups such as Sales Marketing Gold Box Team and so forth to better manage calls or share specific information Workgroups can also include auto attendants queues IVR plug ins and contacts Workgroups replace Contact Groups See Chapter 7 Managing Workgroups Account codes Account codes can be entered on any call to help track calls back to one or more accounts such as clients or customers you may need to bill for Account codes are saved in the call log and can be reported on using the Call Center Reporter Administrators can optionally force account codes be entered for every call on a per user basis Account codes can be set up to be verified against a list of valid account codes See Chapter 10 Using Account Codes User permissions You can now assign permissions to groups of users User groups provide administrators a way to assign permissions to a group of people similar to Class of Service Users can now inherit permissions from one or more groups such as Administrators or Users See The Permissions tab on page 6 37 New Call Center Reporter Accessible from the Client s Tools menu the new reporter does not require any roll ups or separate roll up databa
396. tact managers from various manufacturers can be used together See also application programming interface API p G 3 contact manager p G 8 Microsoft Intimating An H 323 based conferencing and collaborative tool supported by Strata CS designed to run over IP networks Microsoft Windows NT Server Also called NT Server The version of Microsoft Windows NT that is required by the Strata CS Server Modular Station Interface Also called MSI Dialogic board that allows applications to ring switch and conference a variety of local analog devices such as telephones modems and fax machines See also telephony hardware p G 25 GLoss 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL MSGSM IP codec supported by Strata CS Largely superseded by G 729A it runs at 13 0 kbs Mu Law The voice amplitude compression expansion standard used in North America Multi Frequency Also called MF A tone signaling format used within telephone networks that uses different tones than DTMF See also Dual Tone Multi Frequency DTMF p G 11 Network Interface Card Also called NIC Card that allows a computer to send and receive data on a computer network Notification E mail or page sentto a userto inform them that they have received a new voice message See also e mail notification p G 11 pager notification p G 19 Off Hook When the telephone handset is lifted from its cradle or when the phone is in use the phone is
397. tarting up but it will see all the voice processors To disable Dialogic devices in the Windows NT 2000 registry 1 Using the conventions described in Dialogic device names in the next section determine the device names for the Dialogic devices you want to disable Run Regedit Create the following key if it does not already exist HKLM SOFTWARE Toshiba Strata CS Server Settings Create a string value under Settings named DisableDevices A 14 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 5 Set the contents of DisableDevices to a comma separated list of the device names you are disabling For example to disable the third and fourth channels on the first voice board in a system set the contents of DisableDevices as follows DXXXB1C3 DXXXB1C4 To disable all the channels on a board set DisableDevices to the board name without any channel for example DXXXB1 6 Savethe changes to the registry Note If you add or remove Dialogic boards you must update the DisableDevices list Dialogic device names Dialogic system software creates standard names for devices and channels within devices These names are used to open the devices to receive device handles which are used in all subsequent Dialogic driver functions Dialogic voice board device names A Dialogic voice board device name has the form DXXXBnCn where Bn is the board number and Cn is the channel number Fo
398. tension of Operator user 8 9 access codes viewing in the Administrator 8 9 INDEX 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL viewing in the Client 8 9 access codes for ringbacks 8 9 auto attendant 9 5 database size 4 11 dialing service 8 2 8 3 8 7 dialing timeouts 4 13 for caller ID 4 3 Operator user s extension always 0 for callers 8 9 search method in dial by name directory 4 17 Device Monitor 11 3 Device Monitor view 2 4 dial by name directory listing user in 6 27 dialing exceptions importing and exporting 8 25 specifying 8 22 dialing permissions setting 8 26 dialing service Internet to Centrex PBX Extension 13 13 dialing service Internet to Phone Number 13 15 dialing services about 8 2 access code defined 8 2 8 7 access code example 8 2 8 7 adding 8 4 Centrex PBX Extension dialing service 8 12 exporting and importing dialing exceptions 8 25 Internet Address dialing service 8 14 Internet to Centrex PBX Extension dialing service 8 17 Internet to Phone Number dialing service 8 15 Phone Number dialing service 8 7 8 10 setting up dialing exceptions 8 22 and access codes 8 8 avoiding dialing ambiguities 8 8 Centrex PBX Extension dialing service using a prefix and suffix 8 14 choosing names for 8 7 default 8 3 defined 8 2 deleting 8 6 disabling while creating 8 7 entering location settings 8 20 for IP Gateways 13 13 identifying trun
399. ter or ACD workgroup See Also call center p G 4 ACD workgroup p G 1 GLOSS 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Analog DID Direct Inward Dialing DID over special analog phone lines that do not ring when a call arrives Typically requires a special box such as those available from Exacomm to connect to regular analog devices such as Dialogic boards See also direct inward dial DID p G 11 Analog Telephony A type of telephone transmission or switching in which the transmitted analog signal consists of sound traveling over lines as variations in an electrical current The signal is in essentially the same format as the original spoken signal Analog signals are very vulnerable to interference and noise on the line Over long distances analog transmissions can fade distort or pick up static They are also limited to the bandwidth of amplifiers analog to digital converters and other network equipment See also digital telephony p G 10 Analog Trunk Also called analog line A regular nondigital phone line from the telephone company See also analog telephony p G 3 digital trunk p G 10 trunk p G 26 Application Programming Interface API Also called API A set of routines that an application program uses to access functions provided by another application device or service For example the Windows Telephony API TAPI provides a device independent means to
400. ternal calls and specify phone numbers the user is permitted or restricted from dialing Permissions tab see page 6 37 Control user permissions to determine the options or features that the user can access Set the permission roles that the user belongs to Othertab see page 6 40 Set hands free options 6 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding a user by using a template Create a user named for example User Template that has the settings you want all users to share such as mailbox size and dialing permissions You can also set up e mail and pager notification options in the template and you can enable phone features that are applied to all users that are created using the template To add a new user based on the template select the template user in the Users view and then choose Edit gt Copy Choose Edit gt Paste to open the User dialog box in which you can customize the new user s properties such as first and last name extension and station ID e mail address for notifications and so on The General tab Choose File New User in the Administrator and then click the General tab g Kevin Flaherty User Lx General Recordings Notifications Call Handling Phone Dialing Permissions Other m Mailbox 0 27 minutes used 0 13 MB 1 42 Mailbox with 20 minute max size 9 2 MB No mailbox fin with Evchenge
401. the caller as a contact On outgoing calls this column contains the user s name To Name of the party who received the call On incoming calls the user s name appears On outgoing calls Unknown appears unless the user identified the person as a contact Answered By Name of the user who answered an incoming call Useful for analyzing data for ACD workgroups Number On incoming calls caller ID name and number if available On outgoing calls the number the user dialed On a call to or from another Strata CS user this field contains lt NA gt From Number On incoming calls the caller s extension or external phone number On outgoing calls the user s extension To Number On incoming calls the user s extension or if the user called into Strata CS externally the external number On outgoing calls the external number or extension the user called DID On incoming calls the user s Direct Inward Dial number if the caller used it to call the user DID is not applicable for outgoing calls Start Time Date and time that the call started Wait Time On incoming calls the length of time between dialing the user s extension and the call being answered On outgoing calls Wait Time is always 00 00 Duration Length of time that the parties are connected 11 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Column Description Result How the callers
402. the individual stations CHAPTER 5 MANAGING TRUNKS AND SPANS 5 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL DNIS Dialed Number Identification Service Provides DID data on toll free lines such as 800 877 and 888 numbers Throughout Strata CS DID refers to DNIS as well DID information appears in the following Administrator and Client views The Users view in the Administrator shows the DID number assigned to a user in the DID Number column The Auto Attendants view in the Administrator shows the DID number assigned to an auto attendant in the DID Number column The Trunks view in the Administrator identifies analog trunks configured to handle DID calls Digital trunks will retrieve DID depending on the configuration The Call Log in the Administrator shows the DID number associated with a call in the DID Number column The Call Monitor in the Client shows the DID number associated with a call in the DID Number column Collecting ANI DID digits Some caller or number identification services that you can order with your analog or Robbed Bit T1 phone lines require that Strata CS collect information that arrives with an inbound call Note Strata CS automatically collects caller ID digits on analog trunks and ANI DNIS digits on ISDN or CAS trunks if available If your system is configured to collect digits automatically you can skip this section For Strata CS to collect DID DNIS information whe
403. they continue to hear it while on hold until they reach a part of Strata CS that uses different hold audio Each auto attendant can have its own hold music If you do not specify hold music for the auto attendant the auto attendant uses the system wide hold music To configure system wide hold music see Server Configuration on page 4 3 Without hold music callers hear silence while they are being transferred To set up hold music for an auto attendant 1 Inthe Auto Attendant dialog box click the Hold tab General Menu Choices Scheduled Actions Held Play hold music from station number fo Hold music 2 Check Play hold music from station number and enter the station number of an attached CD player or other music on hold device 3 Click OK Deleting auto attendants If you delete a custom auto attendant all trunks using that auto attendant will use the Default Auto Attendant You cannot delete the Default Auto Attendant CHAPTER 9 HANDLING INBOUND CALLS 9 17 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL For more information about deleting items in Strata CS see Deleting items on page 2 9 Routing calls directly to a user This method dedicates a trunk to a single user All incoming calls on the trunk are sent to that user If the user is busy or doesn t answer the calls follow the user s routing list The only outgoing calls on the trunk are those placed by the user s phone With this
404. tion for a different phone Each Strata CS Client is configured to work with a specific station For example if you move a user s Client workstation to a different office with a different phone you must change the station ID as described in Assigning a station ID on page 6 11 Assigning a DID number You can assign a DID number to a user from the block of numbers provided by your telephone company or T1 provider When Strata CS recognizes this number as the final digits on an inbound call the caller is automatically connected to this user bypassing the main auto attendant To assign multiple DID numbers to a user separate each number with a comma For more information about DID see ANI DID digit collection on page 5 5 CHAPTER 6 MANAGING USERS AND STATIONS 6 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Creating a password Enter a numeric Password used to access the user s voice mail options and to start the Strata CS Client The minimum password length for your system is specified in the General tab of the System Settings dialog box The password can be changed either on this tab or in the Client Retype the new password in the Confirmation field Setting up a personal operator By default Strata CS dials the Operator user s extension whenever a caller presses 0 while listening to a user s greeting or leaving a message To transfer calls to another user instead for example a departmental operator per
405. tional command line arguments to log on to the Strata CS Administrator or Client using the Run command of the Start menu from within an application or from a Desktop shortcut for example C Program Files Strata CS Test Admin VIVAdmin exe Server TVTest station 17 Use the command line options shown in this section when logging in Server lt Server name gt Name of the Strata CS Server on your network that you want to log in to Useful for running a Client or Administrator against a test Server If you do not use this option Strata CS logs you in using the name of the Strata CS Server stored in the Windows NT 2000 registry set when you install Strata CS station lt station number gt Station ID assigned for this session If you do not use this option Strata CS logs you in using the station number stored in the Windows NT 2000 registry set when you install Strata CS or when you run TVConfig exe allowmultiple Allows more than one Administrator or Client to run simultaneously on a machine Useful for agents in an ACD workgroup who share a computer or who want to log in to one Client to answer queue calls and another Client to manage personal calls at their extensions If you do not use this option Strata CS allows one instance of the Administrator or Client to run on a machine user lt user name gt User name under which you want to log on If you do not use this option the Administrator or Client prom
406. to enter it again Forced non verified The user is prompted to enter an account code when placing an outbound call The account code is not checked against the list of valid account codes This option is available for outbound mode only Forced verified The user is prompted to enter an account code when placing an outbound call and the account code is checked against the list of valid account codes If the account code is invalid the user is prompted to enter it again This option is available for outbound mode only Use the Collect account code before dialing number check box to specify when the account code prompt occurs during the dialing of an CHAPTER 10 USING ACCOUNT CODES 10 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 4 outbound call Check this option to prompt for an account code immediately after the user dials an access code for example 9 Uncheck the box to prompt for account code after the user completes dialing the phone number Check Verify account code according to range to have the system verify account codes by length If an account code contains too many digits or too few digits the user is prompted to enter it again Under Minimum length and Maximum length specify the acceptable range for account code length For example if account codes in your system can be two three or four digits enter a Minimum length of 2 and a Maximum length of 4 Note It is more efficient to set Minimum length a
407. to the Telephone Gateways main screen Your new Gateway appears in the SpeedDials pane Telephone Number Elapsed V d C PROGRAM FILES QUICKNETSINTERNET SWITCHBOARD SpeedDial Internet SwitchBoard 4 0 102 0 Ready for Call ICQ User Number Dial ICQ Number Internet Address Dial Internet Address Boston Office H 323 Gateway Customer Care Quicknet PC to Phone SpeedDial P PC to Phone Quicknet PC to Phone Quicknet Fax Quicknet Fax 6 Right click your Gateway in the list 7 Check Preferred Doing this enables you to pick up the Quicknet phone and dial numbers directly through Strata CS without having to dial Strata CS s IP address first or even the access code for the Strata CS Gateway When you are done the SpeedDials pane should appear as shown in the following illustration with a P next to your Gateway D 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Internet SwitchBoard Telephone Number Elapsed Internet SwitchBoard 4 0 102 0 Ready for Call FILESSQUICKNETSINTERNET SEE Baer ICQ User Number Dial ICQ Number Internet Address Dial Internet Address Customer Care Quicknet PC to Phone SpeedDial PC to Phone Quicknet PC to Phone Quicknet Fax Quicknet Fax Eliminating access code conflicts If there are any Gateways with the same access codes as Strata CS dialing services you must change the access codes in Quicknet For example
408. ton in the View bar to open the Workgroups view File Edit View Tools Workgroups Help ex 29 Extension DID Comments 23400 The limos division Workgroups Trunks Dialing Services 2Items Admin x00 TVGOODKIT kf amp 7 Creating a Workgroup To create a public workgroup choose File New Workgroup and enter information on the tabs in the Workgroup dialog box Using the General tab On the General tab you must enter the Name of the workgroup and at least one member You can optionally add a note about the workgroup in the Description field Server Test Workgroup x General Dialing Name Server Test Description is a workgroup with members who are on the Server test project Members Show au z Available extensions Members MP Cecilia St John M Joshua Fields ET MP Miri Anatolia CHAPTER 7 MANAGING WORKGROUPS 7 3 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To add members to the workgroup select names from the list of Available extensions and click Add Press CTRL to select multiple names from the list Use the up and down arrows next to the list of Members to arrange the order of the members The order in which the names appear can be used in conjunction with a Routing List and the sequence can be either down or round robin for calling within the workgroup You can also use the Remove button to delete mem
409. transferring the call If the target party informs the user that the call cannot be accepted the user can return to the call or transfer it to another party See also blind transfer p G 4 external transfer p G 12 transfer p G 25 Switch A PBX CO or any mechanical electric or electronic device that manages communications circuits See also central office CO p G 6 private branch exchange PBX p G 20 System Prompt An audio prompt that Strata CS plays to callers to offer instructions For example To log in press pound T1 A digital phone line that carries 24 voice channels TAPI Service Provider Also called TSP A Strata CS component that lets any TAPI compatible application place outbound calls or receive notification of inbound calls Strata CS has been tested with several TAPI compliant contact managers including Act GoldMine and Microsoft Outlook to place calls to contacts and receive screen pop notification of incoming calls See also contact manager p G 8 Telephony Application Programming Interface TAPI p G 25 Telephone Commands The commands that control Strata CS s behavior through any touch tone phone For example pressing Flash 1 plus an extension on a station during a call will transfer the caller to the dialed extension A list of available commands is printed on a wallet card and also verbally presented through the system prompts See also flash p G 13 system prompt p G
410. trata CS For more information about queues see Strata CS Call Center Administrator Guide 9 Click OK to save the menu choice 10 On the Menu Choices tab use the up and down arrow buttons to change the order in which menu choices are presented to callers Notice that menu choices that change the language of subsequent system prompts identify the new language here Default Auto Attendant Auto Attendant General Menu Choices Scheduled Actions Hold Key a 0 Transfer to perator 3 Dial by name 8 Dial by name Latin amp merican Spanish User login nothing Transfer to Operator Add Edit Delete Process all other digits as user extensions Number of seconds before performing nothing menu choice E e If checked Process all other digits as user extensions causes anything that callers press that does not match an auto attendant action key to be treated as an extension Strata CS will attempt to transfer the call to that extension CHAPTER 9 HANDLING INBOUND CALLS 9 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL You can also modify the Number of seconds before performing nothing menu choice Note A fax tone can take up to 7 seven seconds to be recognized A short auto attendant prompt one that announces the company name only and then transfers the call to a user combined with a short number of seconds before performing nothing menu choice setting can r
411. trata CS Exchange Server synchronization Strata CS Server started Microsoft Exchange Server synchronization 122 Error Unable to open device Strata CS Server was unable to open the Dialogic device 123 Error Unable to delete temporary message file for device This is recorded when there is a problem deleting a temporary message file for a device The temporary message file for station 2 is S2 m vox If this file cannot be deleted an invalid message will be left for the recipient 124 Error T1 Alarm A alarm occurred on the trunk 11 18 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 125 Error Unable to start IVR Plugin License count exceeded Unable to start the IVR Plug in because the number of your station licenses is less than the total number of stations assigned to users plus the total number of IVR Plug ins currently running every running IVR Plug in uses 1 station license 126 Error Insufficient licenses Strata CS Server detects an insufficient number of trunk IP trunks user or Server licenses and the Server was unable to start Make sure that you have Strata CS licenses for every user trunk and IP trunk you have added in the Administrator 127 Error Notification via pager failed user lt Username gt number lt pagernumber gt An attempt to send a pager notification of a new voice message failed The error message shows the user
412. trata CS database When a user selects a number to call in the Client the system uses the dialing service that is currently assigned to the access code stored with the number Because Strata CS associates each number with an access code instead of with the service used to dial it you can change the dialing service used by a number without changing all the numbers stored in the Strata CS database You do this by changing the access code or reassigning the access code to a new service Reassigning the access code to a new dialing service can be totally transparent to users because users need to know only the access code which remains the same Updating phone numbers after changing an access code If you need to change the access code used to dial a certain type of call after users have entered phone numbers in Strata CS for contacts routing lists or call forwarding choose Tools Update Phone Numbers Update Phone Number Access Codes This function will update all phone numbers to a new access code Current access code LINE New access code s Phone number Cancel Help Choose the Current access code and the New access code from the drop down lists and then click OK AII the phone numbers that users have entered in the Strata CS database with that current access code are changed 8 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Creating a dialing service with access code 0
413. trata CS to Strata CS communication over IP Note The default is to use the codecs set up at the span level If you want to use the default codecs you do not need to make any changes on the Codecs tab The Codecs tab does not display the default codecs assigned at the Internet span level To view the default codecs you must display the span properties in the Trunks view If you decide to override the default codecs for the span arrange the codecs in the order in which you prefer to use them For example you may prefer one codec over another to get greater bandwidth or better voice quality CHAPTER 8 MANAGING OUTBOUND CALLS 8 21 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To change the codecs used by a dialing service 1 Click the Codecs tab UU General Trunks Codecs Use codecs from Intemet span C Use the following codecs Codec Name Frame Size Frames per packet Bit Rate Voice Detect Add Edit OK Cancel This dialog box lists codecs assigned to the service so far It does not display the default codecs assigned at the Internet span level To view the default codecs you must display span properties in the Trunks view 2 Tooverride the codecs set up at the Internet span level click Use the following codecs 3 Click Add to add another codec or select a codec and click Edit to change any of the parameters used with the codec For more information on how to use the Add
414. ts to external phone systems try increasing the DTMF Gain and DTMF On time parameters in your Internet span s Tuning tab See Fine tuning your IP connection on page 5 24 Placing Centrex PBX calls through the remote Server Use this type of dialing service to connect to a legacy PBX system on the remote Server or dial a Centrex extension For this type of call you must create an Internet to Centrex PBX Extension dialing service selecting the remote Server s Centrex PBX Extension dialing service 13 16 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 1 ChooseFile New Dialing Service Internet to Centrex PBX Extension Service General Trunks Codecs Name Access code IV Enabled Hidden Minimum number of digits B Maximum number of digits Bo IP Gateway Chicago x 5 Place Centrex PBX calls on remote server using Remote server s Centrex PBX service access code C Remote server s intemal dial tone 2 Onthe General tab enter the following information about the remote Server n IP Gateway Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server See Creating an IP Gateway on page 13 9 To create a new IP Gateway click the IP Gateway button Click Remote Server s Centrex PBX service access code The remote Server completes the call by using the Centrex PBX Extension dialing service whose
415. tted over the Internet the address information is used by IP routers which act as way stations on the packet s journey GLoss 15 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Packets are passed from router to router until they reach the specified destination address Each packet travels individually two packets sent consecutively can take entirely different routes travel at different speeds and show up in a different order than when they were sent On the receiving end higher level protocols are used to reassemble the packets in the correct order and request re transmission of any missing packets See also Internet p G 15 Internet Protocol Address Also called Internet address IP address Unique identifier that allows data to be routed over the Internet to a specific location See also Internet p G 15 Internet Protocol p G 15 Internet Protocol Telephony Also called Internet telephony IP tele phony Voice Over IP Transmission of voice over the Internet or a local computer network in real time See also Internet p G 15 Internet Protocol p G 15 Internet Service Provider Also called ISP service provider A company that provides dial up or dedicated access to the Internet typically for a fee See also Internet p G 15 Intranet private Internet An intranet runs on a private network and can only be used by people given access to that network but it uses the same software and communications p
416. ttendant processes all keys that a caller enters that do not match any of the auto attendant options as an extension Note Strata CS automatically disconnects a call if the caller fails to press a key during three consecutive auto attendants The caller is presumed to have hung up To change the number of auto attendants that can execute without the caller pressing a key see Server MaxAutoAttendantLoops on page A 31 The following table lists the actions that you can change You can also create other actions that occur in response to other keys Action Description Transfer to user Transfers the call to a Strata CS user Send to voice mail Transfers the call to a user s voice mailbox Play message Plays a message that you record User login Offers the caller the Strata CS login prompt Dial by name Offers the caller the dial by name directory Jump to auto Transfers the call to another auto attendant attendant Transfer to IVR Transfers the call to an IVR Plug in for Plug in processing CHAPTER 9 HANDLING INBOUND CALLS 9 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL To add or modify a menu choice 1 Inthe Auto Attendant dialog box click the Menu Choices tab Scheduled Actions Hold Kc Description a nothing Transfer to Operator gt w fat Add Edit v Process all other digits as user extensions Number of seconds before performing nothing menu choice 3 OK
417. u have unprecedented call management that lets you maximize your productivity while controlling costs Strata CS offers you more functionality than a stand alone PBX and at a lower price Significant Strata CS features The following is a partial list of significant Strata CS features n Fault Tolerant architecture is designed to keep your phone system up and running If the network or your desktop PC goes down your phone lines are unaffected Even in the case of a Strata CS server malfunction or power outage your critical phone lines will stay open Multi line call control gives you an easy graphical way to place calls transfer put on hold send to voice mail set up conference calls and more Verbal menus guide you through all call handling and user management tasks so you can use Strata CS even without a PC Full featured voice mail lets you create caller specific greetings log in remotely and manage your voice messages graphically You can also easily call back the person who left you a message E mail and pager notification of incoming voice mail with or without voice mail attachments Advanced caller identification via PIN or caller ID lets you easily screen every call and message either visually or by announcing the caller s name when you answer the phone Call recording lets you record conversations of calls or conferences Personal Status lets you create vacation out of the office and other status settings for
418. u want to click OK before you are finished defining the dialing service or later if you want to change or troubleshoot the dialing service Hidden To hide this dialing service in the Client check Hidden This setting is typically enabled to hide dialing services that you use for testing purposes or only want to make available to users through a Routing dialing service see Routing services on page 8 29 A hidden service is still accessible to Strata CS users Minimum Maximum number of digits When a user dials a Centrex PBX extension Strata CS waits to collect all of the digits up to the minimum number of digits you specify here and does not dial them until one of the following occurs A time out occurs see Setting dialing timeouts on page 4 13 The user presses to signify that all digits have been entered The maximum number of digits that you specify below have been entered If every Centrex PBX extension that users can dial is the same length you can expedite dialing by entering that information here For example if the extensions are 3 digits long set both values to 3 Collect all digits before dialing on trunk Check to have Strata CS wait until the user finishes dialing before sending the complete dial string to the phone company Uncheck to have Strata CS send digits to the phone company as the user dials them and let the phone company determine when the dial string is complete Normally
419. uctions on setting a maximum number of digits If you have a high maximum number of digits and your account codes can be of variable lengths you should encourage users to press when they reach the end of an account code A user can cancel an account code entry while entering it by pressing Viewing account codes in the Call Log The Call Log contains an Account Code column that shows the account code associated with each call If the Account Code column is blank no account code was entered for the call Click the Account Code column header to sort the Call Log by account code Generating account code reports For information about generating reports that show account code usage see the Strata CS Call Center Administrator Guide You can also export the Call Log with its account code information to a CSV file that you can view in most spreadsheet programs See Exporting the Call Log on page 11 11 10 8 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL CHAPTER 11 MONITORING amp BACKING UP CHAPTER CONTENTS About monitoring and backing up your Strata CS system 11 2 Using the Device 11 3 Using thecal L g 5 EID ea 11 7 Monitoring database and disk 11 11 Backing up Strata 11 11 Viewing the Windows Event Log 11 14 Using the Maintena
420. umbering space as is used for auto attendants which helps prevent dialing ambiguities It is important not to select access codes that begin with the same digit as extensions CHAPTER 8 MANAGING OUTBOUND CALLS 8 7 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Avoiding dialing ambiguities When setting up access codes and extensions it is possible to introduce ambiguities that will delay dialing For example if you have a dialing service with an access code of 9 and a user with the extension 901 a user who dials either one to make an external call will experience a delay in getting a dial tone while Strata CS waits to see if the number is complete Note Users can bypass the delay by pressing after dialing You can change the length of the delay by modifying the internal dialing ambiguous time out system setting see Setting dialing timeouts on page 4 13 If you enter an access code for a dialing service an extension for a user auto attendant IVR Plug in or a special access code 411 for example that starts with the same digits as one that already exists Strata CS identifies the ambiguous number and prompts you to click Cancel to go back and change the ambiguous access code or extension or OK to keep it Choosing OK introduces a brief delay whenever a user dials one of these numbers How Strata CS uses access codes Strata CS saves the dialing service s access code with each phone number or Internet address stored in the S
421. upted messages will have been collected and saved Enter the e mail address or addresses to which notifications will be sent Select an option for attaching a voice message to the e mail notification Click Schedule to always send a notification or to only send a notification during specific times For more information on e mail notifications see The Notifications tab on page 6 17 CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 19 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 6 From the Call Handling tab click Call Forwarding Click To another number Under Call using select the Internet to Centrex dialing service with which you connect to the remote Server Under Number enter the extension of the user on the remote Server T Enter the rest of the user information which governs how the Gateway user behaves on the local Server For complete instructions on adding users see The General tab on page 6 9 8 Click OK Using Contact PINs with IP Gateway users When a contact employs a Contact PIN to dial an IP Gateway user the Contact PIN is lost when the call is transferred to the actual user on the other Server The contact might then appear in the Call Monitor as an unknown caller To make sure that Contact PINs are recognized in all cases users must duplicate their contacts on the Gateway user account For example if Pete Storpin has defined his wife as a contact with a PIN of 55 he must log in to his Gateway
422. usy This stop rule causes a much quicker time out when no lines are available CHAPTER 8 MANAGING OUTBOUND CALLS 8 31 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 5 Ifa call is placed during hours defined by the Weekdays schedule use the least expensive carrier The PIC code 10 10 321 is added to the dialed digits before the number is passed to the T1 line dialing service 6 This rule will be used when the call is not placed during Weekday hours The rule uses the same target dialing service as rule 5 but it doesn t append the PIC code 7 This rule has a different target dialing service than the previous two If all of the T1 line dialing service trunks are busy this rule routes the call to the All trunks dialing service 8 Ifthe dialed digits match this rule no more routing rules will be processed With the stop rule in place if no trunks are available from the previous rules the routing service stops the processing of the call and plays a system prompt to the user saying that no lines are available Without such a stop rule the routing service would search every routing rule in the list 9 other numbers are passed to the T1 line dialing service unchanged Processing phone numbers received from the Client The Client automatically reformats most phone numbers using the area code and country code settings of the service being used This means for example that even if the user types a number as 3540600 in the Cl
423. ut on hold in a workgroup until an agent becomes available Calls with the longest wait times are answered first See the Strata CS Call Center Administrator Guide for details of routing within an ACD workgroup Give a user a direct inward dial DID number Incoming calls reach the user without going through an auto attendant Callers dial a specific number that directly connects them to the user If your phone line supports DID using this feature is a way to give a user a private number without dedicating a trunk You do not have to give DID numbers to all users For more information see ANI DID digit collection on page 5 5 Give auto attendants DID numbers Incoming calls on any trunk are routed to the appropriate auto attendant using the DID number that the caller dialed Different departments can have different phone numbers and auto attendants the main office sales support and so forth without requiring many separate trunks By assigning DID numbers to auto attendants you can have several auto attendants with their own phone numbers without having to dedicate a trunk to each one Route calls to a fax machine or pool of fax machines For more information see Setting up fax routing on page 5 7 Route calls directly to an IVR application In addition users can route calls by setting up call forwarding or using routing lists For more information see Strata CS Client User Guide 9 2 STRATA CS ADMINISTRATOR MANUAL BET
424. utbound mode Forced verified 3 Under Account codes at the bottom of the dialog box select the user s account code modes for inbound and outbound calls For an explanation of the account code modes see Setting general account code options on page 10 3 4 Click OK Creating a text file of valid account codes If you want to use verified account codes for some or all users you must create a text file that lists your valid account codes The text file must be called Accountcode txt and must reside in the Accountcode directory on the Strata CS Server computer By default the complete path is C Program Files Strata CS Server Accountcode Accountcode txt When a user whose account code mode is set to Verified enters an account code Strata CS checks the code against the contents of the text file If the account code is not listed in the text file Strata CS prompts the user to enter it again For instructions on setting a user s account code mode to Verified see the previous section Setting a user s account code modes CHAPTER 10 USING ACCOUNT CODES 10 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Formatting the text file Type each account code as a separate line in the text file Blank lines are permitted and are ignored by the system If you want to add a comment line that is ignored by the system begin the line with a semicolon AccountCode txt Notepad iO x File
425. utomatically connected to this auto attendant bypassing the main auto attendant To assign multiple DID numbers to an auto attendant separate each number with a comma Description Information that describes the auto attendant Record a greeting that plays before any menu choices are offered to the caller A typical greeting is Thank you for calling Barchetta Industries If you know your party s extension you can enter it at any time For more information see Using the audio controls on page 2 10 Click each of the remaining tabs to finish creating the new auto attendant Menu Choices described in the next section Scheduled Actions described in Scheduling transfers and greetings on page 9 14 Click OK from any tab to save the new auto attendant To activate the auto attendant to handle incoming calls assign it to a trunk see Deleting trunks on page 5 3 You can save time and reduce typing when you want to create a new auto attendant by right clicking an existing auto attendant and clicking Copy on the shortcut menu Then right click anywhere in the view and click Paste on the shortcut menu The Auto Attendant dialog box opens with a copy of the existing auto attendant and you can now customize it Defining menu choices A Strata CS auto attendant contains a series of menu choices offered to the caller When a caller reaches an auto attendant its menu choice prompts are played in the order you
426. via TAPI TraceMaxRevisions DWORD value specifying the maximum number of backup log files that will be generated on this machine before the Strata CS TAPI Service Provider TSP starts overwriting the oldest files Default is 10 log files TraceToFile DWORD value specifying whether or not the TSP will log activity for this user to a disk file Default is 1 TSP will log TraceDirectory STRING value specifying the path to the TSP log file folder Default is the Logs subdirectory of the Strata CS Client install folder TraceLevel DWORD value specifying a number used to limit logging output from the TSP The higher it is the more events will be logged Default is 10 events APPENDIX A STRATA CS CONFIGURATION SETTINGS A 9 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL HKLM SOFTWARE Toshiba Strata CS Client TSP Logon Client TSP Logon Address STRING value specifying the station ID that the TAPI Service Provider TSP will monitor for incoming calls TAPI client applications are notified of all calls to this station The user can set and change this value using the Strata CS TAPI Configuration Wizard No default Must be set before the TSP can run Server STRING value specifying the name of the Strata CS Server computer to which the TSP will call May be either a NetBios name for example Strata CS or an IP Address for example 123 12 76 102 The user can set and chang
427. w role on page 6 39 Setting user options You can set user options in Strata CS in the following ways Setoptions for all users To set up all users with the same options create a template user and then base all users on the template see Adding a user by using a template on page 6 9 Set options for a group of users Create a template user for each group of users with common characteristics and then base each user in the group on the template Set options for individual users Follow the steps described in Adding a user in the User dialog box on page 6 8 Also users can customize many options themselves using the Client You control the options that they can customize by allowing or restricting access to specific Options dialog box tabs in the Client Where to set user options User options are set in both the Strata CS Administrator and Client Some options can only be set in the Administrator These options are described in detail in this chapter Some options are set in the Client To edit these options from the Administrator click the Edit All Client Settings button in the User dialog box Client options are described in detail in Strata CS Client User Guide Some options can be set in both places This allows you to set up users using standard defaults for your organization Individual users can then customize the settings further or you can restrict the options that users can customize These option
428. ware and how to order services from your phone company see Strata CS Installation amp Maintenance Manual Trunk types Strata CS supports analog and digital trunks The analog trunks supported are the following Standard analog trunks Analog Direct Inward Dial DID trunks For Strata CS to support analog DID trunks they must be properly configured following the instructions in Strata CS Installation amp Maintenance Manual Centrex trunks or analog extensions from another PBX In Strata CS these are referred to collectively as Centrex PBX extensions The digital trunks supported are the following Robbed Bit 1 trunks ISDN PRI over 1 trunks ISDN PRI over El trunks ISDN BRI over BRI trunks EI CAS trunks Note Strata CS supports Internet telephony and does not require any additional telephone company trunks A Dialogic Internet telephony board connects directly to your network and accesses the Internet over your company s normal Internet connection 5 2 STRATA CS ADMINISTRATOR MANUAL BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Adding trunks This chapter contains instructions for adding new trunks of each type as follows Adding an analog trunk on page 5 10 Adding a digital Robbed Bit T1 span on page 5 13 Adding a digital ISDN or CAS span on page 5 17 Adding an Internet span on page 5 21 Before you perform the steps in each section of this chapter make sure you have i
429. way Setting up the Strata CS IP address as a Hot Line You can use Quicknet Internet Switchboard to make your Strata CS Gateway a Hot Line number Doing this enables you to connect to Strata CS just by picking up the receiver 1 In Internet Switchboard choose Phone gt Switchboard Wizard Click Next to continue 2 the Main Switchboard wizard screen choose Telephone Gateways from the Switchboard drop down list Click Next to continue APPENDIX D USING QUICKNET AND E TEL WITH STRATA CS D 5 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 3 Onthe Telephone Gateways screen select your Strata CS Gateway Internet SwitchBoard Switchboard Wizard x Telephone Gateways The Hotline connection will be made as soon as you pick up the receiver It will not be possible to make any other connections There is 1 connection which cannot be dialed ICQ User Number Dial ICQ Number Internet Address Dial Internet Address X SpeedDials SpeedDial Folder H Boston Office Be X Net2Phone Net2Phone Gateway vi deltathree com deltathree com Gateway lt Back Nest Cancel If you have not created a Gateway yet follow the instructions in the section Setting up Quicknet to dial Strata CS on page D 2 Check Hot Line Click Next to continue Click Next on the SpeedDials wizard screen Click Finish NO The IP address of Strata CS s Internet span is now set up as a Hot Line Whe
430. wering a call on page 4 3 Sending DTMF digits to stations Use this feature if you are integrating a third party device with Strata CS such as a fax server or voice mail system For more information see Extending Strata CS with third party devices on page 14 4 CHAPTER 6 MANAGING USERS AND STATIONS 6 29 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL Activating features on Toshiba digital phone If the user s phone is a Toshiba Strata digital the Phone tab displays a set of options customized for the Strata s special features 215 xi General Voice Messages Notification Incoming calis View f r Ring patterns Internal calls mesending x al External calls two secondring ss r Phone settings Button Feature rameter an Primary directory number 1 2 Primary directory number 3 lt unassigned gt 4 lt unassigned gt 5 unassigned gt LCD idle message Ring volume r Hands free answering Enable hands free answering Dial tone duration before going silent fi seconds Change Password Cancel Help Ring Patterns In these fields enter the number of seconds that you want Strata CS to ring a user s extension before continuing with the user s routing list or transferring to voice mail You must allow enough time for caller ID to be displayed and read because caller ID information is transmitted after the first ring n Internal calls Numb
431. will use to integrate their applications with Strata CS You can print the Strata CS SDK and API Programming Guide TVSDK PDF and provide it to programmers To install the Strata CS SDK 1 Run the TVSDK exe program located in Strata CS on the Strata CS CD 2 Follow the instructions in the Strata CS SDK Setup window The Strata CS SDK Application Programming Interfaces The Strata CS SDK consists of three APIs Application Programming Interfaces that can be incorporated into custom applications Each API is a software library that the application can use to access specific functions and data within Strata CS The following APIs are provided n The IVR Plug in API Using the IVR Plug in API programmers can tightly integrate a custom application with the Strata CS Server to perform complex call handling or voice processing tasks order entry customer service e mail readers and so on The application called an IVR Plug in is a virtual extension on the Strata CS Server The IVR Plug in can be dialed from a phone or auto attendant called from an internet trunk or have calls forwarded or transferred to it just like a regular extension assigned to a user n The Device Status API Using the Device Status API an application can monitor the status of all devices on the Strata CS Server For example it can monitor current users on the system obtain the name of a user currently logged on at a station or identify the trunk to which a stat
432. xtensions on the remote Server To call the remote Server s extensions over IP you must create an Internet to Centrex PBX Extension dialing service selecting the remote Server s internal dial tone CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT 13 13 BETA DOCUMENT PRELIMINARY amp CONFIDENTIAL 1 ChooseFile New Dialing Service Internet to Centrex PBX Extension Service Untitled Internet to Centrex PBX Extension Service x General Trunks Codecs Name Chicago Access code ps v Enabled Minimum number of digits 3 Maximum number of digits fa IP Gateway Chicago Place Centrex PBX calls on remote server using C Remote server s Centrex PBX service access code Remote server s internal dial tone 2 On the General tab enter the following information about the remote Server n IP Gateway Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server See Creating an IP Gateway on page 13 9 To create a new IP Gateway click the IP Gateway button n Remote Server s internal dial tone Selecting this option enables users to connect to the remote Server itself rather than having the remote Server place an outbound Centrex PBX call 3 Enter all other information necessary to create the dialing service For instructions see Adding an Internet to Centrex PBX Extension service on page 8 17 4 Click OK on any tab to ad
433. you want them to be evaluated and applied top to bottom There often are multiple rules to match the same phone number The first routing rule might be the least expensive long distance option for example while subsequent rules route to progressively more expensive options The routing service in the following example has four routing rules rules 5 through 8 that match the same set of numbers Schedule Digits dialed New digits Action Service Reason 1 Always 011 Stop Invalid number 2 j Always 900 Stop Invalid number 3 Always 411 411 Route 79 T1 line 4 Always 411 Stop All lines busy 5 Weekdays NxxNXXXXXX 1010321NXXNXXXXXX Route 79 T1 line 6 Always NxxNXxxxxx TINXXNXXXXXX Route 79 T ine 7 Always NxxNXXXXXX 1NXXNXXXXXX Route 78 All trunks 8 Always NxxNxxxxxx Stop All lines busy 9 Always Route 79 T1 line These rules work as follows 1 Users are not permitted to place international calls with this access code This could be useful if you only want international calls to be placed by users who have been given a special access code 2 Stops calls to 900 pay per minute numbers But see Adding new routing variables on page 8 38 You could replace 900 with a new routing variable that matches all pay per minute numbers Route 411 calls to the T1 line dialing service If all trunks are busy on T1 line stop processing and play a message saying all lines are currently b

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