Using the Problem Report Wizard | Toshiba Release 4.0 specs

Send the problem report package to your technical support representative by attaching it to an e-mail message or transferring the file. Because a problem report package can be large, after you send it to your technical support representative, delete it from your system to regain disk space.

To e-mail a problem report package

1.Right-click the package icon on your desktop (or the .CAB filename if you saved the problem report package to a different location.)

2.Choose Send To > Mail Recipient. Your e-mail program opens.

3.Address the message and send it.

Using the Problem Report Wizard

Use the Problem Report Wizard according to the following guidelines:

nFor Strata CS Server problems, run the Wizard on the Strata CS Server. See “Reporting Strata CS Server problems” on page 11-23.

Examples of Server problems include:

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The Strata CS Server stops unexpectedly.

Caller ID is not sent correctly.

There is no dial tone.

A call-handling problem that does not involve the Client or the Administrator Call Monitor is present. For example, Strata CS does not answer incoming calls, calls are being disconnected, or calls are handled improperly (calls cannot be transferred, held, and so forth).

nFor problems with any of the workstation applications—Client, Administrator, or TAPI Service Provider—run the Wizard on the computer that is experiencing the problem. See “Reporting workstation application problems” on page 11-24.

Examples of workstation application problems include:

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Workstation application behaves unexpectedly.

User cannot connect to the network.

User cannot connect to the Strata CS database.

Workstation application does not start.

Workstation application closes unexpectedly.

nFor distributed problems (problems that occur with both a workstation application running on a user’s computer and the Strata CS Server) run the Wizard on the user’s computer. Then run the Wizard on the Server so that

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STRATA CS ADMINISTRATOR MANUAL

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

Image 228

Toshiba Release 4.0 manual Using the Problem Report Wizard, To e-mail a problem report package

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 Before you begin Changes in Strata CS from version 2.1 to 3.0 or laterMore information Changes in Strata CS 3.0 or later Configuring Strata CS for the first time Where to get help Strata CS documentationStrata 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 commands in a view Using the Administrator toolbarNew Workgroup Create a new workgroup Create a new auto attendant Performing basic actions in the Administrator Creating itemsTo create a new item that is based on an existing item Deleting items Renaming itemsCopying and pasting items Customizing columns Using the audio controls Working with voice filesChanging 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 all licenses To remove the Server licenseVerify that you have removed all other licenses Page Defining System Settings About system settings Customizable settingsEmergency. Use to configure emergency dialing options Changing Windows NT/2000 registry settings Server ConfigurationGeneral tab Rerecording voice prompts No events. This is the default. No notifications are sent Windows Event Log notificationsSelect 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 Defining special access codes Dialing tabTo move voice message files Setting dialing timeouts Using standard 911 service with Strata CS Using extended 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 Configuring trunks Matching trunk settings with your phone companyInbound and outbound calls and hunt groups ANI/DID digit collection Routing inbound calls on a trunkPlacing outbound calls on a specific trunk Collecting ANI/DID digits Setting up fax routing Using did with Robbed Bit T1 linesUsing 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 Configuring signaling using the Robbed Bit T1 Experimenter Adding a digital Robbed Bit T1 spanAdding 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 Users view ExtensionStation 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 Recordings tab Allocating space for voice messagesAllocating space for recorded greetings and voice titles Setting up call recording To enable synchronizationEnabling 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 Setting the number of seconds to ring the phone Padding extensions sent as caller ID on internal callsSending 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 Updating users’ mail, greeting, and disk usage totals Moving a userDeleting 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 Using the General tab Creating a WorkgroupWorkgroups 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 About dialing services Dialing service typesSee 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 How Strata CS uses access codes Updating phone numbers after changing an access codeAvoiding dialing ambiguities Setting default access codes for ringbacks Creating a dialing service with access codeWhere 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 To change the codecs used by a dialing service Dialing Exceptions tabClick 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 To add a routing variable Click Variables on the Routing Rules tab seeClick 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 Viewing account codes in the Call Log Generating account code reportsIndicating 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 Enabling and disabling trunks StatusOut Restarting stations or trunks To restart a station or trunkDo 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 Monitoring database and disk usage Exporting the Call LogBacking 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 online backup To restore the Strata CS database from an offline backupTo restore voice files from an offline backup Shutting down the Strata CS Server Moving a Strata CS Server to another machineViewing 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 # Error Strata CS Server Restarted Informational Started Strata CS Mail ServerNo 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 ## T1 alarms Error Unable to start IVR Plugin License count exceededError 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 Strata CS Server problems Reporting a problem with a specific call or voice messageTo 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 Using the standard Strata CS voices Testing the recorded promptsProviding 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 About IP telephony and Strata CS Placing calls to H.323 terminals such as NetMeetingInternet telephony requirements Placing calls to Net Meeting from the Strata CS Client Placing calls to Net Meeting from a Strata CS phoneIP address Calling Strata CS from H.323 terminals such as Net Meeting Calling a Strata CS Server from Net Meeting Calling a Strata CS did number 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 Dial any user’s extension directly, without an access code Overview of IP Gateway usersBefore 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 In-band signaling applications Extending Strata CS with off-the-shelf 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 Device Status API IVR Plug-in licensingDevice 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 Current User Settings String value specifying the user’s extension Default isString 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 device names Dialogic voice board 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 Using the Strata CS Settings program To use TVSettingsLogging 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 12000 milliseconds Default value is 6000 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 hardware with Strata CS Using Quicknet with Internet SwitchboardSetting 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 Calling a Quicknet card from Strata CS Forwarding your calls to a Quicknet phoneImportant 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 Analog Trunk Also called analog line Application Programming Interface API Also called APIAutomatic 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 Competitive Local Exchange Carrier Clec Also called Clec Computer Telephone Integration CTI Also called CTIComputer Telephony CT Also called CT Dialed Number Identification Service Dnis Also called Dnis See also T-1 p. G-24 Digital Signal Processor Also called DSP Dialogic SCBus Device Also called SCBusDigital 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 Integrated Services Digital Network Isdn Also called Isdn Recognition ASR, IVR, speech recognitionInternet Protocol Also called IP Internet Service Provider Also called ISP, service provider Phony, Voice Over IPLocal 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 Plain Old Telephone Service Also called Pots Parking a Call Also called call parkPersonal Information Number Also called contact PIN, PIN Public Switched Telephone Network Also called Pstn Primary Rate Interface Also called PRIPrivate 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 Disconnect tones, customizing, A-12 DidMoving, 6-42Operator Converting, 12-3,12-4