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Toshiba Release 4.0 manual Handling Inbound Calls

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CHAPTER 9. HANDLING INBOUND CALLS

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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 featuresWhat’s New in Strata CS New features in Toshiba Strata CS 4.0 include the followingBeta Document Preliminary & Confidential Beta Document Preliminary & Confidential What’s automatically upgraded Miscellaneous new featuresChanges in Strata CS from version 2.1 to 3.0 or later Before you beginMore information Changes in Strata CS 3.0 or later Configuring Strata CS for the first time Strata CS documentation Where to get helpStrata CS includes the following documentation Document Printed Online Book Your Strata CS providerPage Strata CS Administrator Linking computers and phones About the Strata CS AdministratorLogging on to the Administrator Administrator interfaceUsers Dialing ServicesWorkgroups TrunksWorking in views MaintenanceIVR Plug-Ins IP GatewaysUsing the Administrator toolbar Using commands in a viewNew Workgroup Create a new workgroup Create a new auto attendant Creating items Performing basic actions in the AdministratorTo create a new item that is based on an existing item Renaming items Deleting itemsCopying and pasting items Customizing columnsWorking with voice files Using the audio controlsChanging the voice file format Changing audio output Importing and exporting voice filesPage Strata CS Licenses Entering licenses About Strata CS licensesTo enter your Strata CS Server license To enter all other license types Removing licensesTo remove the Server license To remove all licensesVerify that you have removed all other licenses Page Defining System Settings Customizable settings About system settingsEmergency. Use to configure emergency dialing options Server Configuration Changing Windows NT/2000 registry settingsGeneral tab Rerecording voice promptsWindows Event Log notifications No events. This is the default. No notifications are sentSelect one of the following from the drop-down list Business Hours Defining business hours and holidaysTo define business hours and holidays Beta Document Preliminary & Confidential Logging internal calls Call Log tabArchiving the Call Log To log internal calls as well as external callsTo archive Call Log information Disk usage Storage tabMoving voice files Allocating disk spaceDialing tab Defining special access codesTo move voice message files Setting dialing timeouts Using extended 911 service with Strata CS Using standard 911 service with Strata CSEmergency tab To set emergency dialing options How emergency numbers are handledBeta Document Preliminary & Confidential Other tab Setting dial-by-name directory optionsPresenting a confirmation menu before voice mail Setting up Microsoft Exchange synchronizationExchange Server Mailbox Permissions To set up Microsoft Exchange synchronization for a userSetting the minimum password length Managing Trunks and Spans Trunk types About trunksNaming trunks Adding trunksMonitoring trunks Deleting trunksMatching trunk settings with your phone company Configuring trunksInbound and outbound calls and hunt groups Routing inbound calls on a trunk ANI/DID digit collectionPlacing outbound calls on a specific trunk Collecting ANI/DID digits Using did with Robbed Bit T1 lines Setting up fax routingUsing did with analog lines Customizing fax routing Trunks viewAbout 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 trunkAdding a digital Robbed Bit T1 span Configuring signaling using the Robbed Bit T1 ExperimenterAdding the Robbed Bit T1 span in the Trunks view Beta Document Preliminary & Confidential Using a signaling template To enter trunk defaults for a span Entering trunk defaults for a spanAdding a digital Isdn or CAS span Adding a digital Isdn BRI span To set your Isdn parameters Optimizing your Isdn settingsEnabling Isdn Megacom support Adding an Internet span Modifying Strata CS IP codecs To modify Strata CS IP codecs GSM .0 kbsTo change an IPLink board parameter Fine-tuning your IP connectionBeta Document Preliminary & Confidential Page Managing Users and Stations Extension Users viewStation Mail Usage TitleGreeting Usage Disk UsageConfiguring a system without an Operator Admin and Operator usersAbout users and roles UsersUnderstanding personal Operators Setting up workgroups for the OperatorHow callers are transferred to Operators Changing the Operator’s extension fromWhere to set user options Setting user optionsRoles Described in detail in this chapterAdding a user at the telephone About adding a userAdding a user in the User dialog box Identifying the user Adding a user by using a templateAssigning an extension Assigning a station ID Linking users and phones Assigning a did number Setting up a personal operator Creating a passwordEditing a user’s Client settings Choosing a language for telephone promptsAllocating space for voice messages Recordings tabAllocating space for recorded greetings and voice titles To enable synchronization Setting up call recordingEnabling Microsoft Exchange Server synchronization Notifications tab Setting pager notification Setting e-mail notificationScheduling 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 rulesClick OK to add the custom date Call Handling tab To turn on call forwarding Setting up call forwardingIssues with forwarded calls on Call forwarding and voice mail Mobile phone issues with forwarded callsForwarding calls over Centrex/PBX trunks Listing a user in the dial-by-name directoryPhone tab Activating features for Class phonesPadding extensions sent as caller ID on internal calls Setting the number of seconds to ring the phoneSending Dtmf digits to stations Activating features on Toshiba digital phone Hands free answering Secondary Directory Number parameters Dialing tab To set dialing permissions Global dialing permissionsSetting account code modes Other settings Permissions tab Individual permissions and roles By default, Strata CS creates the following two rolesTo create a new role New RoleOther tab Other tab contains user options for hands-free modeRecording the new user’s voice title and greeting Managing usersHelping new users get started After you create a new user, do the followingMoving a user Updating users’ mail, greeting, and disk usage totalsDeleting a user Adding a station Managing stationsSupported phones Supporting different types of Class phonesViewing station activity Visual message waiting indicator informationManaging Workgroups About Workgroups Creating a Workgroup Using the General tabWorkgroups view Using the Dialing tab Adding a voice title Assigning a did number to a workgroupTransferring unanswered calls Listing workgroups in the dial-by-name directoryPage Managing Outbound Calls Dialing service types About dialing servicesSee Adding an Internet-to-Phone Number service on Using routing services to manage other dialing services Default dialing serviceDialing Services view How you can use dialing services Hiding dialing services in the Client Deleting or disabling a dialing serviceTips on access codes and names for services Access codesUsing dialing services to install and troubleshoot trunks Disabling dialing services while creating themUpdating phone numbers after changing an access code How Strata CS uses access codesAvoiding dialing ambiguities Creating a dialing service with access code Setting default access codes for ringbacksWhere the default access codes appear 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 Dialing Exceptions tab To change the codecs used by a dialing serviceClick the Codecs tab Do not need to specify dialing exceptions Beta Document Preliminary & Confidential To import dialing exceptions Exporting and importing dialing exceptionsPermissions tab To set dialing service permissions An example of how to set dialing service permissionsBeta Document Preliminary & Confidential Following numbers are allowed Routing servicesHow 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 serviceBeta Document Preliminary & Confidential Routing Rules tab Use this rule under the following conditions Add a new routing ruleExecute the following action Adding new routing variables Defining patterns to match the dialed digitsClick Variables on the Routing Rules tab see To add a routing variableClick Add. The Routing Variable dialog box opens Characters Digits placed in the new number Defining a new number for a routing rule1NxxNxxxxxx 16173540600 Nxx5-11 567891011 Page Handling Inbound Calls Route calls to an automatic call distribution ACD workgroup About call routingHandling Inbound Calls About auto attendants Using auto attendantsWhat callers hear Default Auto AttendantDescription Auto Attendants viewCreating a new auto attendant Setting up an auto attendantDescription. Information that describes the auto attendant Defining menu choicesTransfer to user User loginSend to voice mail Play messageKey To add or modify a menu choiceBeta Document Preliminary & Confidential Click the Advanced tab Menu choice Variable Name Variable Value These fields as followsScheduling transfers and greetings Action Action that will be performed To schedule transfers or greetingsBeta Document Preliminary & Confidential To set up hold music for an auto attendant Setting up hold musicDeleting auto attendants Auto Attendant dialog box, click the Hold tabAnalog trunk Routing calls directly to a userRobbed Bit T1 Span Internet spanRouting calls to workgroups Page Using Account Codes About account codes Setting general account code options Setting up account codesSetting a user’s account code modes To set a user’s account code modes Creating a text file of valid account codesFormatting the text file Using wild card charactersSetting general account code options on Using a verbal account code promptHow users enter account codes To use the verbal account code prompt instead of the beepGenerating account code reports Viewing account codes in the Call LogIndicating the end of an account code Monitoring & Backing UP About monitoring and backing up your Strata CS system Monitoring station activity Using the Device MonitorLogged Name of the user currently logged in at the station Monitoring trunk activityStatus Enabling and disabling trunksOut To restart a station or trunk Restarting stations or trunksDo one of the following Starting a new Server log Using the Call LogAnswered By FromFrom Number To NumberSupervised transfer. a supervised transfer ResultMessage From DeviceDisplaying a specific number of Call Log entries Exporting the Call Log Monitoring database and disk usageBacking up Strata CS To perform an offline backup of the Strata CS database To perform an online backup of the Strata CS databaseTo perform an offline backup of the Strata CS voice files Restoring Strata CS dataTo restore the Strata CS database from an offline backup To restore the Strata CS database from an online backupTo restore voice files from an offline backup Moving a Strata CS Server to another machine Shutting down the Strata CS ServerViewing the Windows Event Log Strata CS-related Windows Event Log messages Error No Voice Resource Available Error Dssql ErrorDevice # Restarted Inbound call detected on outbound trunk #Informational Started Strata CS Mail Server Error Strata CS Server RestartedNo loop current detected on outbound trunk n Error Error Failed to Stop Device Handle ##Error Unable to open device ## Error Unable to delete temporary message file for device ##Error Unable to start IVR Plugin License count exceeded T1 alarmsError Insufficient licenses ## Reporting problems Using the Maintenance Log viewProblem report package To e-mail a problem report package Using the Problem Report WizardReporting a problem with a specific call or voice message Reporting Strata CS Server problemsTo report a Strata CS Server problem Reporting distributed problems Reporting workstation application problemsTo report a workstation application problem To report a distributed problemCall record from the Call Log on the Server Page System Prompts System Prompts view About system promptsFile name TextControlling the prompt display Managing system promptsPlaying system prompts CommentImporting system prompt text Exporting system prompt textExporting and importing system prompt audio files Changing the encoding format of system promptsRecording options Recording system promptsAbout the sentence file About the .VAP and .VOX filesRecording process Recording system prompts professionallySelecting a voice American English .VAP and .VOX files are locatedTesting the recorded prompts Using the standard Strata CS voicesProviding a script for the vendor Recording over system prompts yourself Default location isDeploying the new prompts Recording over .VOX filesRecording over the .VAP file Testing the new promptsTo record over a prompt System Prompts view, double-click the prompt nameTo use the Sentence Tester Testing system prompts12-11 Localizing the telephone commands Configuring Internet Telephony Support Placing calls to H.323 terminals such as NetMeeting About IP telephony and Strata CSInternet telephony requirements Placing calls to Net Meeting from a Strata CS phone Placing calls to Net Meeting from the Strata CS ClientIP address Calling Strata CS from H.323 terminals such as Net Meeting Calling a Strata CS did number from Net Meeting Calling a Strata CS Server from Net MeetingStart NetMeeting Enhancing a Web page with a Call Us! button Using Windows 2000 Phone Dialer as an H.323 terminalPlacing calls involving a remote Strata CS Server Connecting two Servers using IP GatewaysOverview of creating an IP Gateway connection Using the IP Gateway Configuration WorksheetReceiving Internet calls from a remote Strata CS Server Codec use with IP Gateway connectionsCreating an IP Gateway Illustration of an IP GatewayIP Gateways view Creating an IP Gateway PasswordRemote Address RemoteAdd Comments to further identify the IP Gateway To set up an IP GatewayCalling Strata CS extensions on the remote Server Creating IP Gateway dialing services13-14 Placing phone calls through the remote Server Immediately connecting to dial tone on the remote ServerPlacing 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 canOverview of IP Gateway users Dial any user’s extension directly, without an access codeBefore creating IP Gateway users To create an IP Gateway user Using Contact PINs with IP Gateway users Fine-tuning your IP connectionExtending Strata CS About extending Strata CS Extending Strata CS with off-the-shelf applications In-band signaling applicationsTapi 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 To install the Strata CS SDK Installing the Strata CS SDKFollow the instructions in the Strata CS SDK Setup window Strata CS SDK Application Programming InterfacesDeveloping IVR Plug-ins with a telephony toolkit IVR Plug-in sample programsIVR Plug-in licensing Device Status APIDevice Status sample program Client API Strata CS Configuration Settings Strata CS Server registry settings About Strata CS configuration settings\Server\Settings\ EmptySentItemsFolder Default path is empty stringMail Default is 0 no time-outNumLogs Default is 10000 bytesTruncateRecordings Strata CS Workstation applications registry settingsString value specifying the user’s extension Default is Current User SettingsString value specifying the user’s station ID Default is \Client\Client\App Local Machine Settings\Client\TSP\Logon Locale definitions Strata CS Server language locale settingsStrata CS currently uses the following locale codes EnglishDefining custom tones Example Defining a disconnect detection tone Disabling Dialogic devicesCreate a string value under Settings named DisableDevices To disable Dialogic devices in the Windows NT/2000 registryTo connect a fractional T1 or E1 line to Strata CS Create the following key if it does not already existDialogic voice board device names Dialogic device namesSave the changes to the registry Board Board ID Channel Dialogic Internet telephony board device names Dialogic modular station interface MSI device namesVoiceBoard settings Dialogic voice board settingsMake interval for valid loop pulse detection Off-hook Delay. Period after off-hook, duringMinimum DTI Off. Minimum time required Between ring-received eventsVoiceBoard channel settings Dxchdtinitset Dword value for Dtmf detection edge select Default isDxchmfmode \Server\DTIBoardn\GlobalCall E1 and T1 board settings\Server\BRIBoardn\ISDN Isdn Megacom service settingsDefault is 1 Mdmf format MSI station board settingsDefault is 20 1000 milliseconds Default is 6 300 millisecondsTo use TVSettings Using the Strata CS Settings programLogging Viewing current values Changing key values Modifying other supported Strata CS settingsDefault value is 30 seconds Database\ConnectionTimeoutDefault value is Server\AllowGatewayUserLoginDefault value is 60000 milliseconds Default value is 180000 millisecondsDefault value is 6000 milliseconds Default value is 12000 millisecondsDefault value is 1800 milliseconds System\MinClientBuild Page Starting Strata CS from the command line Command Line OptionsPassword=password IP Gateway Configuration Worksheet To Server IP Gateway Configuration WorksheetName Type From Server Access To Server IP Gateway Page Using Quicknet and E-TEL with Strata CS Using Quicknet with Internet Switchboard Using Quicknet hardware with Strata CSSetting up Quicknet to dial Strata CS 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 LineSetting 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 conflictsForwarding your calls to a Quicknet phone Calling a Quicknet card from Strata CSImportant note about Quicknet Hot Lines See , Configuring Internet Telephony Support in Strata CS Using the Strata CS Client with a Quicknet cardFor More Information Contacting QuicknetSetting up a FreeRide phone to connect to Strata CS Using an E-tel FreeRide IP phone with Strata CSClick 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 countersAppendix E. Using Performance Counters Beta Document Preliminary & Confidential Glossary Tor ActiveX Control Also called controlApplication Programming Interface API Also called API Analog Trunk Also called analog lineAutomatic Number Identification ANI Also called ANI Call Announcing Also called call screening, screening a call Business Communications Platform BCP Also called BCPCall Center Agent Also called agent Call Pursuit Also called follow me serviceCall Control Also called call handling Call Detail Recording CDR Also called call accounting, CDRCentral Office CO Also called CO Call Routing Also called routing a callChannel Service Unit CSU Also called CSU Channel Associated Signaling CAS Also called CASComputer Telephone Integration CTI Also called CTI Competitive Local Exchange Carrier Clec Also called ClecComputer Telephony CT Also called CT See also T-1 p. G-24 Dialed Number Identification Service Dnis Also called DnisDialogic SCBus Device Also called SCBus Digital Signal Processor Also called DSPDigital Trunk Also called digital line Dual Tone Multi-Frequency Dtmf Also called Dtmf Direct Inward Dial did Also called didFax-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 GUIRecognition ASR, IVR, speech recognition Integrated Services Digital Network Isdn Also called IsdnInternet Protocol Also called IP Phony, Voice Over IP Internet Service Provider Also called ISP, service providerLocal Exchange Carrier Also called ILEC, LEC Modular Station Interface Also called MSI Microsoft Windows NT Server Also called NT ServerNetwork Interface Card Also called NIC Multi-Frequency Also called MFParking a Call Also called call park Plain Old Telephone Service Also called PotsPersonal Information Number Also called contact PIN, PIN Primary Rate Interface Also called PRI Public Switched Telephone Network Also called PstnPrivate Branch Exchange Also called PABX, PBX Redundant Array of Inexpensive Disks Also called RAID Remote Access Server Also called RASRegional Bell Operating Company Also called Rboc Remote Office/Branch Office Also called RoboGLOSS-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 Types supported For caller IDDisabling Digital spansFolders, working with Follow me call forwarding, ??-6-27 Internet-to-Phone Number dialing service, adding Indicator, visual message waiting IntegratingUsing command line arguments, C-1 IP Gateways view, 2-5IP network Codecs forAdding Customizing trunk disconnect tones, A-12permissionsPermissions, dialing services Dialing timeouts, 4-12disk spaceAudio outpub over your computer speakers, 2-11audio output Shortcut menuStation ID Spanish language prompts, 4-4spans, digitalDid Disconnect tones, customizing, A-12Moving, 6-42Operator Converting, 12-3,12-4