Handling Inbound Calls | Toshiba Release 4.0 guide

CHAPTER 9

HANDLING INBOUND CALLS

CHAPTER CONTENTS

About call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2

Using auto attendants. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4

Setting up an auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-7

Routing calls directly to a user . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-18

Routing calls to workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19

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Toshiba Release 4.0 manual Handling Inbound Calls

Contents

Administrator Manual Publication Information Contents Managing Trunks and Spans Managing Users and Stations Managing Workgroups Handling Inbound Calls System Prompts Extending Strata CS Appendix E. Using Performance Counters Overview of Upgrading and Configuring Strata CS Welcome to Strata CS Significant Strata CS features What’s New in Strata CS New features in Toshiba Strata CS 4.0 include the following Beta Document Preliminary & Confidential Beta Document Preliminary & Confidential What’s automatically upgraded Miscellaneous new features More information Before you beginChanges in Strata CS from version 2.1 to 3.0 or later Changes in Strata CS 3.0 or later Configuring Strata CS for the first time Strata CS includes the following documentation Where to get helpStrata CS documentation Document Printed Online Book Your Strata CS providerPage Strata CS Administrator Linking computers and phones About the Strata CS Administrator Logging on to the Administrator Administrator interface Trunks Dialing ServicesUsers Workgroups IP Gateways MaintenanceWorking in views IVR Plug-Ins New Workgroup Create a new workgroup Using commands in a viewUsing the Administrator toolbar Create a new auto attendant To create a new item that is based on an existing item Performing basic actions in the AdministratorCreating items Customizing columns Deleting itemsRenaming items Copying and pasting items Changing the voice file format Using the audio controlsWorking with voice files Changing audio output Importing and exporting voice filesPage Strata CS Licenses Entering licenses About Strata CS licenses To enter your Strata CS Server license To enter all other license types Removing licenses Verify that you have removed all other licenses To remove all licensesTo remove the Server license Page Defining System Settings Emergency. Use to configure emergency dialing options About system settingsCustomizable settings Rerecording voice prompts Changing Windows NT/2000 registry settingsServer Configuration General tab Select one of the following from the drop-down list No events. This is the default. No notifications are sentWindows Event Log notifications Business Hours Defining business hours and holidays To define business hours and holidays Beta Document Preliminary & Confidential To log internal calls as well as external calls Call Log tabLogging internal calls Archiving the Call Log To archive Call Log information Disk usage Storage tab Moving voice files Allocating disk space To move voice message files Defining special access codesDialing tab Setting dialing timeouts Emergency tab Using standard 911 service with Strata CSUsing extended 911 service with Strata CS To set emergency dialing options How emergency numbers are handled Beta Document Preliminary & Confidential Other tab Setting dial-by-name directory options Presenting a confirmation menu before voice mail Setting up Microsoft Exchange synchronization Exchange Server Mailbox Permissions To set up Microsoft Exchange synchronization for a user Setting the minimum password length Managing Trunks and Spans Trunk types About trunks Deleting trunks Adding trunksNaming trunks Monitoring trunks Inbound and outbound calls and hunt groups Configuring trunksMatching trunk settings with your phone company Placing outbound calls on a specific trunk ANI/DID digit collectionRouting inbound calls on a trunk Collecting ANI/DID digits Using did with analog lines Setting up fax routingUsing did with Robbed Bit T1 lines Customizing fax routing Trunks view About digital and Internet spans Adding an analog trunk Setting up digit collection on an analog trunk Trunks view, select the trunk To collect digits on an analog trunk Adding the Robbed Bit T1 span in the Trunks view Configuring signaling using the Robbed Bit T1 ExperimenterAdding a digital Robbed Bit T1 span Beta Document Preliminary & Confidential Using a signaling template To enter trunk defaults for a span Entering trunk defaults for a span Adding a digital Isdn or CAS span Adding a digital Isdn BRI span To set your Isdn parameters Optimizing your Isdn settings Enabling Isdn Megacom support Adding an Internet span Modifying Strata CS IP codecs To modify Strata CS IP codecs GSM .0 kbs To change an IPLink board parameter Fine-tuning your IP connection Beta Document Preliminary & Confidential Page Managing Users and Stations Station Users viewExtension Disk Usage TitleMail Usage Greeting Usage Users Admin and Operator usersConfiguring a system without an Operator About users and roles Changing the Operator’s extension from Setting up workgroups for the OperatorUnderstanding personal Operators How callers are transferred to Operators Described in detail in this chapter Setting user optionsWhere to set user options Roles Adding a user at the telephone About adding a user Adding a user in the User dialog box Identifying the user Adding a user by using a template Assigning an extension Assigning a station ID Linking users and phones Assigning a did number Choosing a language for telephone prompts Creating a passwordSetting up a personal operator Editing a user’s Client settings Allocating space for recorded greetings and voice titles Recordings tabAllocating space for voice messages Enabling Microsoft Exchange Server synchronization Setting up call recordingTo enable synchronization Notifications tab Setting pager notification Setting e-mail notification Scheduling notifications Defining a schedule for e-mail and pager notification To add a schedule entry To set up a custom time rule Setting up custom time rules Click OK to add the custom date Call Handling tab To turn on call forwarding Setting up call forwarding Issues with forwarded calls on Listing a user in the dial-by-name directory Mobile phone issues with forwarded callsCall forwarding and voice mail Forwarding calls over Centrex/PBX trunks Phone tab Activating features for Class phones Sending Dtmf digits to stations Setting the number of seconds to ring the phonePadding extensions sent as caller ID on internal calls Activating features on Toshiba digital phone Hands free answering Secondary Directory Number parameters Dialing tab To set dialing permissions Global dialing permissions Setting account code modes Other settings Permissions tab Individual permissions and roles By default, Strata CS creates the following two roles To create a new role New Role Other tab Other tab contains user options for hands-free mode After you create a new user, do the following Managing usersRecording the new user’s voice title and greeting Helping new users get started Deleting a user Updating users’ mail, greeting, and disk usage totalsMoving a user Supporting different types of Class phones Managing stationsAdding a station Supported phones Viewing station activity Visual message waiting indicator information Managing Workgroups About Workgroups Workgroups view Using the General tabCreating a Workgroup Using the Dialing tab Listing workgroups in the dial-by-name directory Assigning a did number to a workgroupAdding a voice title Transferring unanswered callsPage Managing Outbound Calls See Adding an Internet-to-Phone Number service on About dialing servicesDialing service types Using routing services to manage other dialing services Default dialing service Dialing Services view How you can use dialing services Hiding dialing services in the Client Deleting or disabling a dialing service Disabling dialing services while creating them Access codesTips on access codes and names for services Using dialing services to install and troubleshoot trunks Avoiding dialing ambiguities How Strata CS uses access codesUpdating phone numbers after changing an access code Where the default access codes appear Setting default access codes for ringbacksCreating a dialing service with access code Adding a Phone Number dialing service Beta Document Preliminary & Confidential Adding a Centrex/PBX Extension service Beta Document Preliminary & Confidential Adding an Internet Address service Adding an Internet-to-Phone Number service Beta Document Preliminary & Confidential Adding an Internet-to-Centrex/PBX Extension service Trunks tab Beta Document Preliminary & Confidential Location Settings tab Codecs tab Click the Codecs tab To change the codecs used by a dialing serviceDialing Exceptions tab Do not need to specify dialing exceptions Beta Document Preliminary & Confidential To import dialing exceptions Exporting and importing dialing exceptions Permissions tab To set dialing service permissions An example of how to set dialing service permissions Beta Document Preliminary & Confidential Following numbers are allowed Routing services How you can use routing services An example of routing rules Processing phone numbers received from the Client Applying permissions in routing services Adding a routing service Beta Document Preliminary & Confidential Routing Rules tab Use this rule under the following conditions Add a new routing rule Execute the following action Adding new routing variables Defining patterns to match the dialed digits Click Add. The Routing Variable dialog box opens To add a routing variableClick Variables on the Routing Rules tab see Characters Digits placed in the new number Defining a new number for a routing rule 1NxxNxxxxxx 16173540600 Nxx5-11 567891011 Page Handling Inbound Calls Route calls to an automatic call distribution ACD workgroup About call routing Handling Inbound Calls About auto attendants Using auto attendants What callers hear Default Auto Attendant Description Auto Attendants view Creating a new auto attendant Setting up an auto attendant Description. Information that describes the auto attendant Defining menu choices Play message User loginTransfer to user Send to voice mail Key To add or modify a menu choice Beta Document Preliminary & Confidential Click the Advanced tab Menu choice Variable Name Variable Value These fields as follows Scheduling transfers and greetings Action Action that will be performed To schedule transfers or greetings Beta Document Preliminary & Confidential Auto Attendant dialog box, click the Hold tab Setting up hold musicTo set up hold music for an auto attendant Deleting auto attendants Span Internet span Routing calls directly to a userAnalog trunk Robbed Bit T1 Routing calls to workgroups Page Using Account Codes About account codes Setting general account code options Setting up account codes Setting a user’s account code modes To set a user’s account code modes Creating a text file of valid account codes Formatting the text file Using wild card characters To use the verbal account code prompt instead of the beep Using a verbal account code promptSetting general account code options on How users enter account codes Indicating the end of an account code Viewing account codes in the Call LogGenerating account code reports Monitoring & Backing UP About monitoring and backing up your Strata CS system Monitoring station activity Using the Device Monitor Logged Name of the user currently logged in at the station Monitoring trunk activity Out Enabling and disabling trunksStatus Do one of the following Restarting stations or trunksTo restart a station or trunk Starting a new Server log Using the Call Log To Number FromAnswered By From Number From Device ResultSupervised transfer. a supervised transfer Message Displaying a specific number of Call Log entries Backing up Strata CS Monitoring database and disk usageExporting the Call Log Restoring Strata CS data To perform an online backup of the Strata CS databaseTo perform an offline backup of the Strata CS database To perform an offline backup of the Strata CS voice files To restore voice files from an offline backup To restore the Strata CS database from an online backupTo restore the Strata CS database from an offline backup Viewing the Windows Event Log Shutting down the Strata CS ServerMoving a Strata CS Server to another machine Strata CS-related Windows Event Log messages Inbound call detected on outbound trunk # Error Dssql ErrorError No Voice Resource Available Device # Restarted No loop current detected on outbound trunk n Error Strata CS Server RestartedInformational Started Strata CS Mail Server Error Unable to delete temporary message file for device ## Error Failed to Stop Device Handle ##Error Error Unable to open device ## Error Insufficient licenses ## T1 alarmsError Unable to start IVR Plugin License count exceeded Reporting problems Using the Maintenance Log view Problem report package To e-mail a problem report package Using the Problem Report Wizard To report a Strata CS Server problem Reporting Strata CS Server problemsReporting a problem with a specific call or voice message To report a distributed problem Reporting workstation application problemsReporting distributed problems To report a workstation application problem Call record from the Call Log on the Server Page System Prompts Text About system promptsSystem Prompts view File name Comment Managing system promptsControlling the prompt display Playing system prompts Changing the encoding format of system prompts Exporting system prompt textImporting system prompt text Exporting and importing system prompt audio files About the .VAP and .VOX files Recording system promptsRecording options About the sentence file American English .VAP and .VOX files are located Recording system prompts professionallyRecording process Selecting a voice Providing a script for the vendor Using the standard Strata CS voicesTesting the recorded prompts Recording over .VOX files Default location isRecording over system prompts yourself Deploying the new prompts System Prompts view, double-click the prompt name Testing the new promptsRecording over the .VAP file To record over a prompt To use the Sentence Tester Testing system prompts 12-11 Localizing the telephone commands Configuring Internet Telephony Support Internet telephony requirements About IP telephony and Strata CSPlacing calls to H.323 terminals such as NetMeeting IP address Placing calls to Net Meeting from the Strata CS ClientPlacing calls to Net Meeting from a Strata CS phone Calling Strata CS from H.323 terminals such as Net Meeting Start NetMeeting Calling a Strata CS Server from Net MeetingCalling a Strata CS did number from Net Meeting Enhancing a Web page with a Call Us! button Using Windows 2000 Phone Dialer as an H.323 terminal Placing calls involving a remote Strata CS Server Connecting two Servers using IP Gateways Codec use with IP Gateway connections Using the IP Gateway Configuration WorksheetOverview of creating an IP Gateway connection Receiving Internet calls from a remote Strata CS Server Creating an IP Gateway Illustration of an IP Gateway IP Gateways view Remote PasswordCreating an IP Gateway Remote Address Add Comments to further identify the IP Gateway To set up an IP Gateway Calling Strata CS extensions on the remote Server Creating IP Gateway dialing services 13-14 Placing phone calls through the remote Server Immediately connecting to dial tone on the remote Server Placing Centrex/PBX calls through the remote Server Creating Gateway users to unify two Strata CS Servers When you configure two Servers in this way, users can Before creating IP Gateway users Dial any user’s extension directly, without an access codeOverview of IP Gateway users To create an IP Gateway user Using Contact PINs with IP Gateway users Fine-tuning your IP connection Extending Strata CS About extending Strata CS Tapi applications In-band signaling applicationsExtending Strata CS with off-the-shelf applications Extending Strata CS with third-party devices Sending call type and extension number to a device Type of call Dtmf digits sent 14-7 Strata CS SDK Strata CS SDK Application Programming Interfaces Installing the Strata CS SDKTo install the Strata CS SDK Follow the instructions in the Strata CS SDK Setup window Developing IVR Plug-ins with a telephony toolkit IVR Plug-in sample programs Device Status sample program Device Status APIIVR Plug-in licensing Client API Strata CS Configuration Settings Strata CS Server registry settings About Strata CS configuration settings \Server\Settings\ EmptySentItemsFolder Default path is empty string Mail Default is 0 no time-out NumLogs Default is 10000 bytes TruncateRecordings Strata CS Workstation applications registry settings String value specifying the user’s station ID Default is Current User SettingsString value specifying the user’s extension Default is \Client\Client\App Local Machine Settings \Client\TSP\Logon English Strata CS Server language locale settingsLocale definitions Strata CS currently uses the following locale codes Defining custom tones Example Defining a disconnect detection tone Disabling Dialogic devices Create the following key if it does not already exist To disable Dialogic devices in the Windows NT/2000 registryCreate a string value under Settings named DisableDevices To connect a fractional T1 or E1 line to Strata CS Save the changes to the registry Dialogic device namesDialogic voice board device names Board Board ID Channel Dialogic Internet telephony board device names Dialogic modular station interface MSI device names VoiceBoard settings Dialogic voice board settings Between ring-received events Off-hook Delay. Period after off-hook, duringMake interval for valid loop pulse detection Minimum DTI Off. Minimum time required VoiceBoard channel settings Dxchdtinitset Dword value for Dtmf detection edge select Default is Dxchmfmode \Server\DTIBoardn\GlobalCall E1 and T1 board settings \Server\BRIBoardn\ISDN Isdn Megacom service settings Default is 6 300 milliseconds MSI station board settingsDefault is 1 Mdmf format Default is 20 1000 milliseconds Logging Using the Strata CS Settings programTo use TVSettings Viewing current values Changing key values Modifying other supported Strata CS settings Default value is 30 seconds Database\ConnectionTimeout Default value is Server\AllowGatewayUserLogin Default value is 60000 milliseconds Default value is 180000 milliseconds Default value is 1800 milliseconds Default value is 12000 millisecondsDefault value is 6000 milliseconds System\MinClientBuild Page Starting Strata CS from the command line Command Line Options Password=password IP Gateway Configuration Worksheet To Server IP Gateway Configuration Worksheet Name Type From Server Access To Server IP Gateway Page Using Quicknet and E-TEL with Strata CS Setting up Quicknet to dial Strata CS Using Quicknet hardware with Strata CSUsing Quicknet with Internet Switchboard Appendix D. Using Quicknet and E-TEL with Strata CS Using a Preferred address to dial extensions directly To make a Gateway preferred Setting up the Strata CS IP address as a Hot Line Setting up Quicknet to connect to Strata CS Creating the Gateway Beta Document Preliminary & Confidential Transferring and handling calls with a Quicknet phone Eliminating access code conflicts Important note about Quicknet Hot Lines Calling a Quicknet card from Strata CSForwarding your calls to a Quicknet phone Contacting Quicknet Using the Strata CS Client with a Quicknet cardSee , Configuring Internet Telephony Support in Strata CS For More Information Setting up a FreeRide phone to connect to Strata CS Using an E-tel FreeRide IP phone with Strata CS Click Settings and Support My Phone Number, enter your Strata CS extension Beta Document Preliminary & Confidential Transferring and handling calls with a FreeRide phone Tel contact information Page Using Performance Counters Viewing performance counters in Windows NT/2000 Strata CS performance counters Appendix E. Using Performance Counters Beta Document Preliminary & Confidential Glossary Tor ActiveX Control Also called control Automatic Number Identification ANI Also called ANI Analog Trunk Also called analog lineApplication Programming Interface API Also called API Call Announcing Also called call screening, screening a call Business Communications Platform BCP Also called BCP Call Detail Recording CDR Also called call accounting, CDR Call Pursuit Also called follow me serviceCall Center Agent Also called agent Call Control Also called call handling Central Office CO Also called CO Call Routing Also called routing a call Channel Service Unit CSU Also called CSU Channel Associated Signaling CAS Also called CAS Computer Telephony CT Also called CT Competitive Local Exchange Carrier Clec Also called ClecComputer Telephone Integration CTI Also called CTI See also T-1 p. G-24 Dialed Number Identification Service Dnis Also called Dnis Digital Trunk Also called digital line Digital Signal Processor Also called DSPDialogic SCBus Device Also called SCBus Dual Tone Multi-Frequency Dtmf Also called Dtmf Direct Inward Dial did Also called did Fax-On-Demand Also called fax-back Grab-and-Hold Greeting Also called hold greeting Hold Audio Also called hold music Graphical User Interface Also called GUI Internet Protocol Also called IP Integrated Services Digital Network Isdn Also called IsdnRecognition ASR, IVR, speech recognition Local Exchange Carrier Also called ILEC, LEC Internet Service Provider Also called ISP, service providerPhony, Voice Over IP Modular Station Interface Also called MSI Microsoft Windows NT Server Also called NT Server Network Interface Card Also called NIC Multi-Frequency Also called MF Personal Information Number Also called contact PIN, PIN Plain Old Telephone Service Also called PotsParking a Call Also called call park Private Branch Exchange Also called PABX, PBX Public Switched Telephone Network Also called PstnPrimary Rate Interface Also called PRI Remote Office/Branch Office Also called Robo Remote Access Server Also called RASRedundant Array of Inexpensive Disks Also called RAID Regional Bell Operating Company Also called Rboc GLOSS-22 Strata CS Administrator Manual Small Office/Home Office Also called Soho Tapi Service Provider Also called TSP Telephony Application Programming Interface Also called Tapi Unified Messaging Also called integrated messaging GLOSS-27 Page Index To an auto attendant, 9-2to an IVR Plug-in,9-2 Digital spans For caller IDTypes supported Disabling Folders, working with Follow me call forwarding, ??-6-27 IP Gateways view, 2-5IP network Codecs for Indicator, visual message waiting IntegratingInternet-to-Phone Number dialing service, adding Using command line arguments, C-1 Adding Customizing trunk disconnect tones, A-12permissions Shortcut menu Dialing timeouts, 4-12disk spacePermissions, dialing services Audio outpub over your computer speakers, 2-11audio output Station ID Spanish language prompts, 4-4spans, digital Moving, 6-42Operator Disconnect tones, customizing, A-12Did Converting, 12-3,12-4