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Toshiba Release 4.0 manual Where to get help, Strata CS documentation

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“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.

Where to get help______________________________________

You can get help from Strata CS documentation and from your Strata CS provider.

Strata CS documentation

Strata CS includes the following documentation:

nStrata 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.

nStrata 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.

nStrata 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.

nStrata CS Quick Reference Card—Thiswallet-sized card is a convenient reference for the Strata CS telephone commands.

nStrata CS Quick Reference Guide—This quick-start guide for new users describes basic Strata CS commands for the Client and telephone.

nStrata 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.

nOnline 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 F1.

1-10	STRATA CS ADMINISTRATOR MANUAL

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Toshiba Release 4.0 manual Where to get help, Strata CS documentation, Strata CS includes the following documentation

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 Significant Strata CS features Welcome to Strata CSNew features in Toshiba Strata CS 4.0 include the following What’s New in Strata CSBeta Document Preliminary & Confidential Beta Document Preliminary & Confidential Miscellaneous new features What’s automatically upgradedMore 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 Your Strata CS provider Document Printed Online BookPage Strata CS Administrator About the Strata CS Administrator Linking computers and phonesAdministrator interface Logging on to the AdministratorDialing Services UsersWorkgroups TrunksMaintenance Working in viewsIVR Plug-Ins IP GatewaysNew 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 Deleting items Renaming itemsCopying and pasting items Customizing columnsChanging the voice file format Using the audio controlsWorking with voice files Importing and exporting voice files Changing audio outputPage Strata CS Licenses About Strata CS licenses Entering licensesTo enter your Strata CS Server license Removing licenses To enter all other license typesVerify 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 Changing Windows NT/2000 registry settings Server ConfigurationGeneral tab Rerecording voice promptsSelect one of the following from the drop-down list No events. This is the default. No notifications are sentWindows Event Log notifications Defining business hours and holidays Business HoursTo define business hours and holidays Beta Document Preliminary & Confidential Call Log tab Logging internal callsArchiving the Call Log To log internal calls as well as external callsTo archive Call Log information Storage tab Disk usageAllocating disk space Moving voice filesTo 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 How emergency numbers are handled To set emergency dialing optionsBeta Document Preliminary & Confidential Setting dial-by-name directory options Other tabSetting up Microsoft Exchange synchronization Presenting a confirmation menu before voice mailTo set up Microsoft Exchange synchronization for a user Exchange Server Mailbox PermissionsSetting the minimum password length Managing Trunks and Spans About trunks Trunk typesAdding trunks Naming trunksMonitoring trunks Deleting trunksInbound 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 Trunks view Customizing fax routingAbout digital and Internet spans Adding an analog trunk Setting up digit collection on an analog trunk To collect digits on an analog trunk Trunks view, select the trunkAdding 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 Entering trunk defaults for a span To enter trunk defaults for a spanAdding a digital Isdn or CAS span Adding a digital Isdn BRI span Optimizing your Isdn settings To set your Isdn parametersEnabling Isdn Megacom support Adding an Internet span Modifying Strata CS IP codecs GSM .0 kbs To modify Strata CS IP codecsFine-tuning your IP connection To change an IPLink board parameterBeta Document Preliminary & Confidential Page Managing Users and Stations Station Users viewExtension Title Mail UsageGreeting Usage Disk UsageAdmin and Operator users Configuring a system without an OperatorAbout users and roles UsersSetting up workgroups for the Operator Understanding personal OperatorsHow callers are transferred to Operators Changing the Operator’s extension fromSetting user options Where to set user optionsRoles Described in detail in this chapterAbout adding a user Adding a user at the telephoneAdding a user in the User dialog box Adding a user by using a template Identifying the userAssigning an extension Assigning a station ID Linking users and phones Assigning a did number Creating a password Setting up a personal operatorEditing a user’s Client settings Choosing a language for telephone promptsAllocating 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 e-mail notification Setting pager notificationScheduling notifications Defining a schedule for e-mail and pager notification To add a schedule entry Setting up custom time rules To set up a custom time ruleClick OK to add the custom date Call Handling tab Setting up call forwarding To turn on call forwardingIssues with forwarded calls on Mobile phone issues with forwarded calls Call forwarding and voice mailForwarding calls over Centrex/PBX trunks Listing a user in the dial-by-name directoryActivating features for Class phones Phone tabSending 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 Global dialing permissions To set dialing permissionsSetting account code modes Other settings Permissions tab By default, Strata CS creates the following two roles Individual permissions and rolesNew Role To create a new roleOther tab contains user options for hands-free mode Other tabManaging users Recording the new user’s voice title and greetingHelping new users get started After you create a new user, do the followingDeleting a user Updating users’ mail, greeting, and disk usage totalsMoving a user Managing stations Adding a stationSupported phones Supporting different types of Class phonesVisual message waiting indicator information Viewing station activityManaging Workgroups About Workgroups Workgroups view Using the General tabCreating a Workgroup Using the Dialing tab Assigning a did number to a workgroup Adding a voice titleTransferring unanswered calls Listing workgroups in the dial-by-name directoryPage Managing Outbound Calls See Adding an Internet-to-Phone Number service on About dialing servicesDialing service types Default dialing service Using routing services to manage other dialing servicesDialing Services view How you can use dialing services Deleting or disabling a dialing service Hiding dialing services in the ClientAccess codes Tips on access codes and names for servicesUsing dialing services to install and troubleshoot trunks Disabling dialing services while creating themAvoiding 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 Exporting and importing dialing exceptions To import dialing exceptionsPermissions tab An example of how to set dialing service permissions To set dialing service permissionsBeta Document Preliminary & Confidential Routing services Following numbers are allowedHow you can use routing services An example of routing rules Processing phone numbers received from the Client Adding a routing service Applying permissions in routing servicesBeta Document Preliminary & Confidential Routing Rules tab Add a new routing rule Use this rule under the following conditionsExecute the following action Defining patterns to match the dialed digits Adding new routing variablesClick Add. The Routing Variable dialog box opens To add a routing variableClick Variables on the Routing Rules tab see Defining a new number for a routing rule Characters Digits placed in the new number1NxxNxxxxxx 16173540600 Nxx5-11 567891011 Page Handling Inbound Calls About call routing Route calls to an automatic call distribution ACD workgroupHandling Inbound Calls Using auto attendants About auto attendantsDefault Auto Attendant What callers hearAuto Attendants view DescriptionSetting up an auto attendant Creating a new auto attendantDefining menu choices Description. Information that describes the auto attendantUser login Transfer to userSend to voice mail Play messageTo add or modify a menu choice KeyBeta Document Preliminary & Confidential Click the Advanced tab These fields as follows Menu choice Variable Name Variable ValueScheduling transfers and greetings To schedule transfers or greetings Action Action that will be performedBeta Document Preliminary & Confidential Setting up hold music To set up hold music for an auto attendantDeleting auto attendants Auto Attendant dialog box, click the Hold tabRouting calls directly to a user Analog trunkRobbed Bit T1 Span Internet spanRouting calls to workgroups Page Using Account Codes About account codes Setting up account codes Setting general account code optionsSetting a user’s account code modes Creating a text file of valid account codes To set a user’s account code modesUsing wild card characters Formatting the text fileUsing a verbal account code prompt Setting general account code options onHow users enter account codes To use the verbal account code prompt instead of the beepIndicating 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 Using the Device Monitor Monitoring station activityMonitoring trunk activity Logged Name of the user currently logged in at the stationOut Enabling and disabling trunksStatus Do one of the following Restarting stations or trunksTo restart a station or trunk Using the Call Log Starting a new Server logFrom Answered ByFrom Number To NumberResult Supervised transfer. a supervised transferMessage From DeviceDisplaying a specific number of Call Log entries Backing up Strata CS Monitoring database and disk usageExporting the Call Log To perform an online backup of the Strata CS database To perform an offline backup of the Strata CS databaseTo perform an offline backup of the Strata CS voice files Restoring Strata CS dataTo 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 Error Dssql Error Error No Voice Resource AvailableDevice # Restarted Inbound call detected on outbound trunk #No loop current detected on outbound trunk n Error Strata CS Server RestartedInformational Started Strata CS Mail Server Error Failed to Stop Device Handle ## ErrorError Unable to open device ## Error Unable to delete temporary message file for device ##Error Insufficient licenses ## T1 alarmsError Unable to start IVR Plugin License count exceeded Using the Maintenance Log view Reporting problemsProblem report package Using the Problem Report Wizard To e-mail a problem report packageTo report a Strata CS Server problem Reporting Strata CS Server problemsReporting a problem with a specific call or voice message Reporting workstation application problems Reporting distributed problemsTo report a workstation application problem To report a distributed problemCall record from the Call Log on the Server Page System Prompts About system prompts System Prompts viewFile name TextManaging system prompts Controlling the prompt displayPlaying system prompts CommentExporting system prompt text Importing system prompt textExporting and importing system prompt audio files Changing the encoding format of system promptsRecording system prompts Recording optionsAbout the sentence file About the .VAP and .VOX filesRecording system prompts professionally Recording processSelecting a voice American English .VAP and .VOX files are locatedProviding a script for the vendor Using the standard Strata CS voicesTesting the recorded prompts Default location is Recording over system prompts yourselfDeploying the new prompts Recording over .VOX filesTesting the new prompts Recording over the .VAP fileTo record over a prompt System Prompts view, double-click the prompt nameTesting system prompts To use the Sentence Tester12-11 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 Using Windows 2000 Phone Dialer as an H.323 terminal Enhancing a Web page with a Call Us! buttonConnecting two Servers using IP Gateways Placing calls involving a remote Strata CS ServerUsing the IP Gateway Configuration Worksheet Overview of creating an IP Gateway connectionReceiving Internet calls from a remote Strata CS Server Codec use with IP Gateway connectionsIllustration of an IP Gateway Creating an IP GatewayIP Gateways view Password Creating an IP GatewayRemote Address RemoteTo set up an IP Gateway Add Comments to further identify the IP GatewayCreating IP Gateway dialing services Calling Strata CS extensions on the remote Server13-14 Immediately connecting to dial tone on the remote Server Placing phone calls through the remote ServerPlacing Centrex/PBX calls through the remote Server When you configure two Servers in this way, users can Creating Gateway users to unify two Strata CS ServersBefore creating IP Gateway users Dial any user’s extension directly, without an access codeOverview of IP Gateway users To create an IP Gateway user Fine-tuning your IP connection Using Contact PINs with IP Gateway usersExtending 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 Installing the Strata CS SDK To install the Strata CS SDKFollow the instructions in the Strata CS SDK Setup window Strata CS SDK Application Programming InterfacesIVR Plug-in sample programs Developing IVR Plug-ins with a telephony toolkitDevice Status sample program Device Status APIIVR Plug-in licensing Client API Strata CS Configuration Settings About Strata CS configuration settings Strata CS Server registry settings\Server\Settings\ Default path is empty string EmptySentItemsFolderDefault is 0 no time-out MailDefault is 10000 bytes NumLogsStrata CS Workstation applications registry settings TruncateRecordingsString value specifying the user’s station ID Default is Current User SettingsString value specifying the user’s extension Default is Local Machine Settings \Client\Client\App\Client\TSP\Logon Strata CS Server language locale settings Locale definitionsStrata CS currently uses the following locale codes EnglishDefining custom tones Disabling Dialogic devices Example Defining a disconnect detection toneTo disable Dialogic devices in the Windows NT/2000 registry Create a string value under Settings named DisableDevicesTo connect a fractional T1 or E1 line to Strata CS Create the following key if it does not already existSave the changes to the registry Dialogic device namesDialogic voice board device names Board Board ID Channel Dialogic modular station interface MSI device names Dialogic Internet telephony board device namesDialogic voice board settings VoiceBoard settingsOff-hook Delay. Period after off-hook, during Make interval for valid loop pulse detectionMinimum DTI Off. Minimum time required Between ring-received eventsVoiceBoard channel settings Dword value for Dtmf detection edge select Default is DxchdtinitsetDxchmfmode E1 and T1 board settings \Server\DTIBoardn\GlobalCallIsdn Megacom service settings \Server\BRIBoardn\ISDNMSI station board settings Default is 1 Mdmf formatDefault is 20 1000 milliseconds Default is 6 300 millisecondsLogging Using the Strata CS Settings programTo use TVSettings Viewing current values Modifying other supported Strata CS settings Changing key valuesDatabase\ConnectionTimeout Default value is 30 secondsServer\AllowGatewayUserLogin Default value isDefault value is 180000 milliseconds Default value is 60000 millisecondsDefault value is 1800 milliseconds Default value is 12000 millisecondsDefault value is 6000 milliseconds System\MinClientBuild Page Command Line Options Starting Strata CS from the command linePassword=password IP Gateway Configuration Worksheet IP Gateway Configuration Worksheet To ServerName 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 Setting up the Strata CS IP address as a Hot Line To make a Gateway preferredSetting up Quicknet to connect to Strata CS Creating the Gateway Beta Document Preliminary & Confidential Eliminating access code conflicts Transferring and handling calls with a Quicknet phoneImportant note about Quicknet Hot Lines Calling a Quicknet card from Strata CSForwarding your calls to a Quicknet phone Using the Strata CS Client with a Quicknet card See , Configuring Internet Telephony Support in Strata CSFor More Information Contacting QuicknetUsing an E-tel FreeRide IP phone with Strata CS Setting up a FreeRide phone to connect to 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 Strata CS performance counters Viewing performance counters in Windows NT/2000Appendix E. Using Performance Counters Beta Document Preliminary & Confidential Glossary ActiveX Control Also called control TorAutomatic Number Identification ANI Also called ANI Analog Trunk Also called analog lineApplication Programming Interface API Also called API Business Communications Platform BCP Also called BCP Call Announcing Also called call screening, screening a callCall Pursuit Also called follow me service Call Center Agent Also called agentCall Control Also called call handling Call Detail Recording CDR Also called call accounting, CDRCall Routing Also called routing a call Central Office CO Also called COChannel Associated Signaling CAS Also called CAS Channel Service Unit CSU Also called CSUComputer Telephony CT Also called CT Competitive Local Exchange Carrier Clec Also called ClecComputer Telephone Integration CTI Also called CTI Dialed Number Identification Service Dnis Also called Dnis See also T-1 p. G-24Digital Trunk Also called digital line Digital Signal Processor Also called DSPDialogic SCBus Device Also called SCBus Direct Inward Dial did Also called did Dual Tone Multi-Frequency Dtmf Also called DtmfFax-On-Demand Also called fax-back Grab-and-Hold Greeting Also called hold greeting Graphical User Interface Also called GUI Hold Audio Also called hold musicInternet 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 Microsoft Windows NT Server Also called NT Server Modular Station Interface Also called MSIMulti-Frequency Also called MF Network Interface Card Also called NICPersonal 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 Access Server Also called RAS Redundant Array of Inexpensive Disks Also called RAIDRegional 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 For caller ID Types supportedDisabling Digital spansFolders, working with Follow me call forwarding, ??-6-27 Indicator, visual message waiting Integrating Internet-to-Phone Number dialing service, addingUsing command line arguments, C-1 IP Gateways view, 2-5IP network Codecs forCustomizing trunk disconnect tones, A-12permissions AddingDialing timeouts, 4-12disk space Permissions, dialing servicesAudio outpub over your computer speakers, 2-11audio output Shortcut menuSpanish language prompts, 4-4spans, digital Station IDMoving, 6-42Operator Disconnect tones, customizing, A-12Did Converting, 12-3,12-4