Toshiba Release 4.0 manual Changes in Strata CS 3.0 or later

nYou 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.

n*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 except 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:

nWorkgroups. 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.”

nAccount 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.”

nUser 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.

nNew Call Center Reporter. Accessible from the Client’s Tools menu, the new 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.

nWindows 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

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