Toshiba Release 4.0 specs

About monitoring and backing up your Strata CS system_____

You can monitor your Strata CS system by using the following Strata CS features:

nDevice Monitor. View current station and trunk status.

nCall Log. Review call history.

nStorage 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.

nWindows Event Log. Monitor Server disk usage and system-wide event logs.

nAdministrative 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:

n

n

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 & CONFIDENTIAL

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Toshiba Release 4.0 manual About monitoring and backing up your Strata CS system

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 CS New features in Toshiba Strata CS 4.0 include the following What’s New in Strata CS Beta Document Preliminary & Confidential Beta Document Preliminary & Confidential Miscellaneous new features What’s automatically upgraded Changes 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 Your Strata CS provider Document Printed Online BookPage Strata CS Administrator About the Strata CS Administrator Linking computers and phones Administrator interface Logging on to the Administrator Dialing Services UsersWorkgroups Trunks Maintenance Working in viewsIVR Plug-Ins IP Gateways Using 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 Deleting items Renaming itemsCopying and pasting items Customizing columns Working with voice files Using the audio controlsChanging the voice file format Importing and exporting voice files Changing audio outputPage Strata CS Licenses About Strata CS licenses Entering licenses To enter your Strata CS Server license Removing licenses To enter all other license types To 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 Changing Windows NT/2000 registry settings Server ConfigurationGeneral tab Rerecording voice prompts Windows Event Log notifications No events. This is the default. No notifications are sentSelect one of the following from the drop-down list Defining business hours and holidays Business Hours To 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 calls To archive Call Log information Storage tab Disk usage Allocating disk space Moving voice files Dialing 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 How emergency numbers are handled To set emergency dialing options Beta Document Preliminary & Confidential Setting dial-by-name directory options Other tab Setting up Microsoft Exchange synchronization Presenting a confirmation menu before voice mail To set up Microsoft Exchange synchronization for a user Exchange Server Mailbox Permissions Setting the minimum password length Managing Trunks and Spans About trunks Trunk types Adding trunks Naming trunksMonitoring trunks Deleting trunks Matching 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 Trunks view Customizing fax routing About 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 trunk Adding 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 Entering trunk defaults for a span To enter trunk defaults for a span Adding a digital Isdn or CAS span Adding a digital Isdn BRI span Optimizing your Isdn settings To set your Isdn parameters Enabling Isdn Megacom support Adding an Internet span Modifying Strata CS IP codecs GSM .0 kbs To modify Strata CS IP codecs Fine-tuning your IP connection To change an IPLink board parameter Beta Document Preliminary & Confidential Page Managing Users and Stations Extension Users viewStation Title Mail UsageGreeting Usage Disk Usage Admin and Operator users Configuring a system without an OperatorAbout users and roles Users Setting up workgroups for the Operator Understanding personal OperatorsHow callers are transferred to Operators Changing the Operator’s extension from Setting user options Where to set user optionsRoles Described in detail in this chapter About adding a user Adding a user at the telephone Adding a user in the User dialog box Adding a user by using a template Identifying the user Assigning 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 prompts Allocating 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 e-mail notification Setting pager notification Scheduling 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 rule Click OK to add the custom date Call Handling tab Setting up call forwarding To turn on call forwarding Issues 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 directory Activating features for Class phones Phone tab Padding 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 Global dialing permissions To set dialing permissions Setting account code modes Other settings Permissions tab By default, Strata CS creates the following two roles Individual permissions and roles New Role To create a new role Other tab contains user options for hands-free mode Other tab Managing users Recording the new user’s voice title and greetingHelping new users get started After you create a new user, do the following Moving a user Updating users’ mail, greeting, and disk usage totalsDeleting a user Managing stations Adding a stationSupported phones Supporting different types of Class phones Visual message waiting indicator information Viewing station activity Managing Workgroups About Workgroups Creating a Workgroup Using the General tabWorkgroups view 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 Dialing service types About dialing servicesSee Adding an Internet-to-Phone Number service on Default dialing service Using routing services to manage other dialing services Dialing Services view How you can use dialing services Deleting or disabling a dialing service Hiding dialing services in the Client Access codes Tips on access codes and names for servicesUsing dialing services to install and troubleshoot trunks Disabling dialing services while creating them Updating 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 Exporting and importing dialing exceptions To import dialing exceptions Permissions tab An example of how to set dialing service permissions To set dialing service permissions Beta Document Preliminary & Confidential Routing services Following numbers are allowed How 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 services Beta Document Preliminary & Confidential Routing Rules tab Add a new routing rule Use this rule under the following conditions Execute the following action Defining patterns to match the dialed digits Adding new routing variables Click Variables on the Routing Rules tab see To add a routing variableClick Add. The Routing Variable dialog box opens Defining a new number for a routing rule Characters Digits placed in the new number 1NxxNxxxxxx 16173540600 Nxx5-11 567891011 Page Handling Inbound Calls About call routing Route calls to an automatic call distribution ACD workgroup Handling Inbound Calls Using auto attendants About auto attendants Default Auto Attendant What callers hear Auto Attendants view Description Setting up an auto attendant Creating a new auto attendant Defining menu choices Description. Information that describes the auto attendant User login Transfer to userSend to voice mail Play message To add or modify a menu choice Key Beta Document Preliminary & Confidential Click the Advanced tab These fields as follows Menu choice Variable Name Variable Value Scheduling transfers and greetings To schedule transfers or greetings Action Action that will be performed Beta 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 tab Routing calls directly to a user Analog trunkRobbed Bit T1 Span Internet span Routing calls to workgroups Page Using Account Codes About account codes Setting up account codes Setting general account code options Setting a user’s account code modes Creating a text file of valid account codes To set a user’s account code modes Using wild card characters Formatting the text file Using 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 beep Generating 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 Using the Device Monitor Monitoring station activity Monitoring trunk activity Logged Name of the user currently logged in at the station Status Enabling and disabling trunksOut To restart a station or trunk Restarting stations or trunksDo one of the following Using the Call Log Starting a new Server log From Answered ByFrom Number To Number Result Supervised transfer. a supervised transferMessage From Device Displaying a specific number of Call Log entries Exporting the Call Log Monitoring database and disk usageBacking up Strata CS 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 data To 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 Dssql Error Error No Voice Resource AvailableDevice # 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 Failed to Stop Device Handle ## ErrorError 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 ## Using the Maintenance Log view Reporting problems Problem report package Using the Problem Report Wizard To e-mail a problem report package Reporting a problem with a specific call or voice message Reporting Strata CS Server problemsTo report a Strata CS Server problem Reporting workstation application problems Reporting distributed problemsTo report a workstation application problem To report a distributed problem Call record from the Call Log on the Server Page System Prompts About system prompts System Prompts viewFile name Text Managing system prompts Controlling the prompt displayPlaying system prompts Comment Exporting system prompt text Importing system prompt textExporting and importing system prompt audio files Changing the encoding format of system prompts Recording system prompts Recording optionsAbout the sentence file About the .VAP and .VOX files Recording system prompts professionally Recording processSelecting a voice American English .VAP and .VOX files are located Testing the recorded prompts Using the standard Strata CS voicesProviding a script for the vendor Default location is Recording over system prompts yourselfDeploying the new prompts Recording over .VOX files Testing the new prompts Recording over the .VAP fileTo record over a prompt System Prompts view, double-click the prompt name Testing system prompts To use the Sentence Tester 12-11 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 Using Windows 2000 Phone Dialer as an H.323 terminal Enhancing a Web page with a Call Us! button Connecting two Servers using IP Gateways Placing calls involving a remote Strata CS Server Using 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 connections Illustration of an IP Gateway Creating an IP Gateway IP Gateways view Password Creating an IP GatewayRemote Address Remote To set up an IP Gateway Add Comments to further identify the IP Gateway Creating IP Gateway dialing services Calling Strata CS extensions on the remote Server 13-14 Immediately connecting to dial tone on the remote Server Placing phone calls through the remote Server Placing 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 Servers Overview of IP Gateway users Dial any user’s extension directly, without an access codeBefore creating IP Gateway users To create an IP Gateway user Fine-tuning your IP connection Using Contact PINs with IP Gateway users Extending 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 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 Interfaces IVR Plug-in sample programs Developing IVR Plug-ins with a telephony toolkit IVR Plug-in licensing Device Status APIDevice Status sample program Client API Strata CS Configuration Settings About Strata CS configuration settings Strata CS Server registry settings \Server\Settings\ Default path is empty string EmptySentItemsFolder Default is 0 no time-out Mail Default is 10000 bytes NumLogs Strata CS Workstation applications registry settings TruncateRecordings String value specifying the user’s extension Default is Current User SettingsString value specifying the user’s station ID 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 English Defining custom tones Disabling Dialogic devices Example Defining a disconnect detection tone To 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 exist Dialogic voice board device names Dialogic device namesSave the changes to the registry Board Board ID Channel Dialogic modular station interface MSI device names Dialogic Internet telephony board device names Dialogic voice board settings VoiceBoard settings Off-hook Delay. Period after off-hook, during Make interval for valid loop pulse detectionMinimum DTI Off. Minimum time required Between ring-received events VoiceBoard channel settings Dword value for Dtmf detection edge select Default is Dxchdtinitset Dxchmfmode E1 and T1 board settings \Server\DTIBoardn\GlobalCall Isdn Megacom service settings \Server\BRIBoardn\ISDN MSI station board settings Default is 1 Mdmf formatDefault is 20 1000 milliseconds Default is 6 300 milliseconds To use TVSettings Using the Strata CS Settings programLogging Viewing current values Modifying other supported Strata CS settings Changing key values Database\ConnectionTimeout Default value is 30 seconds Server\AllowGatewayUserLogin Default value is Default value is 180000 milliseconds Default value is 60000 milliseconds Default value is 6000 milliseconds Default value is 12000 millisecondsDefault value is 1800 milliseconds System\MinClientBuild Page Command Line Options Starting Strata CS from the command line Password=password IP Gateway Configuration Worksheet IP Gateway Configuration Worksheet To Server Name 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 Setting up the Strata CS IP address as a Hot Line To make a Gateway preferred Setting 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 phone Forwarding your calls to a Quicknet phone Calling a Quicknet card from Strata CSImportant note about Quicknet Hot Lines Using the Strata CS Client with a Quicknet card See , Configuring Internet Telephony Support in Strata CSFor More Information Contacting Quicknet Using an E-tel FreeRide IP phone with Strata CS Setting up a FreeRide phone to connect to 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 Strata CS performance counters Viewing performance counters in Windows NT/2000 Appendix E. Using Performance Counters Beta Document Preliminary & Confidential Glossary ActiveX Control Also called control Tor Application Programming Interface API Also called API Analog Trunk Also called analog lineAutomatic Number Identification ANI Also called ANI Business Communications Platform BCP Also called BCP Call Announcing Also called call screening, screening a call Call 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, CDR Call Routing Also called routing a call Central Office CO Also called CO Channel Associated Signaling CAS Also called CAS Channel Service Unit CSU Also called CSU Computer Telephone Integration CTI Also called CTI Competitive Local Exchange Carrier Clec Also called ClecComputer Telephony CT Also called CT Dialed Number Identification Service Dnis Also called Dnis See also T-1 p. G-24 Dialogic SCBus Device Also called SCBus Digital Signal Processor Also called DSPDigital Trunk Also called digital line Direct Inward Dial did Also called did Dual Tone Multi-Frequency Dtmf Also called Dtmf Fax-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 music Recognition 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 Microsoft Windows NT Server Also called NT Server Modular Station Interface Also called MSI Multi-Frequency Also called MF Network Interface Card Also called NIC Parking 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 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 Robo 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 For caller ID Types supportedDisabling Digital spans Folders, 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 for Customizing trunk disconnect tones, A-12permissions Adding Dialing timeouts, 4-12disk space Permissions, dialing servicesAudio outpub over your computer speakers, 2-11audio output Shortcut menu Spanish language prompts, 4-4spans, digital Station ID Did Disconnect tones, customizing, A-12Moving, 6-42Operator Converting, 12-3,12-4