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Toshiba Release 4.0 manual 13-14

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1.Choose File > New > Dialing Service > Internet-to-Centrex/PBX

Extension Service.

2.On the General tab, enter the following information about the remote Server:

n IP Gateway. Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server. See “Creating an IP Gateway” on page 13-9. To create a new IP Gateway, click the IP Gateway button.

n Remote Server’s internal dial tone. Selecting this option enables users to connect to the remote Server itself, rather than having the remote Server place an outbound Centrex/PBX call.

3.Enter all other information necessary to create the dialing service. For instructions, see “Adding an Internet-to-Centrex/PBX Extension service” on page 8-17.

4.Click OK on any tab to add the dialing service.

Users can now dial extensions on the remote Server by dialing the access code plus the extension, for example, 75-123.

To configure Strata CS so that users can dial remote extensions directly—without dialing the access code—see “Creating Gateway users to unify two Strata CS Servers” on page 13-17.

13-14

STRATA CS ADMINISTRATOR MANUAL

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

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Toshiba Release 4.0 manual 13-14

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 upgradedBefore 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 phonesAdministrator interface Logging on to the AdministratorWorkgroups Dialing ServicesUsers TrunksIVR Plug-Ins MaintenanceWorking in views IP GatewaysUsing 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 Copying and pasting items Deleting itemsRenaming items Customizing columnsUsing 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 licensesTo enter your Strata CS Server license Removing licenses To enter all other license typesTo 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 General tab Changing Windows NT/2000 registry settingsServer Configuration Rerecording voice promptsNo 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 HoursTo define business hours and holidays Beta Document Preliminary & Confidential Archiving the Call Log Call Log tabLogging internal calls To log internal calls as well as external callsTo archive Call Log information Storage tab Disk usageAllocating disk space Moving voice filesDefining 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 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 typesMonitoring trunks Adding trunksNaming trunks Deleting trunksConfiguring 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 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 trunkConfiguring 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 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 Users view ExtensionStation Greeting Usage TitleMail Usage Disk UsageAbout users and roles Admin and Operator usersConfiguring a system without an Operator UsersHow callers are transferred to Operators Setting up workgroups for the OperatorUnderstanding personal Operators Changing the Operator’s extension fromRoles Setting user optionsWhere to set user options 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 Editing a user’s Client settings Creating a passwordSetting up a personal operator Choosing a language for telephone promptsRecordings 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 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 Forwarding calls over Centrex/PBX trunks Mobile phone issues with forwarded callsCall forwarding and voice mail Listing a user in the dial-by-name directoryActivating features for Class phones Phone tabSetting 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 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 tabHelping new users get started Managing usersRecording the new user’s voice title and greeting After you create a new user, do the followingUpdating users’ mail, greeting, and disk usage totals Moving a userDeleting a user Supported phones Managing stationsAdding a station Supporting different types of Class phonesVisual message waiting indicator information Viewing station activityManaging Workgroups About Workgroups Using the General tab Creating a WorkgroupWorkgroups view Using the Dialing tab Transferring unanswered calls Assigning a did number to a workgroupAdding a voice title 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 servicesDialing Services view How you can use dialing services Deleting or disabling a dialing service Hiding dialing services in the ClientUsing dialing services to install and troubleshoot trunks Access codesTips on access codes and names for services Disabling dialing services while creating themHow 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 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 variablesTo 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 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 attendantSend to voice mail User loginTransfer to user 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 Deleting auto attendants Setting up hold musicTo set up hold music for an auto attendant Auto Attendant dialog box, click the Hold tabRobbed Bit T1 Routing calls directly to a userAnalog trunk 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 fileHow users enter account codes Using a verbal account code promptSetting general account code options on To use the verbal account code prompt instead of the beepViewing 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 activityMonitoring trunk activity Logged Name of the user currently logged in at the stationEnabling 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 logFrom Number FromAnswered By To NumberMessage ResultSupervised transfer. a supervised transfer From DeviceDisplaying a specific number of Call Log entries Monitoring database and disk usage Exporting the Call LogBacking up Strata CS To perform an offline backup of the Strata CS voice files To perform an online backup of the Strata CS databaseTo perform an offline backup of the Strata CS database Restoring Strata CS dataTo 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 Device # Restarted Error Dssql ErrorError No Voice Resource Available 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 Unable to open device ## Error Failed to Stop Device Handle ##Error 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 problemsProblem report package Using the Problem Report Wizard To e-mail a problem report packageReporting Strata CS Server problems Reporting a problem with a specific call or voice messageTo report a Strata CS Server problem To report a workstation application problem Reporting workstation application problemsReporting distributed problems To report a distributed problemCall record from the Call Log on the Server Page System Prompts File name About system promptsSystem Prompts view TextPlaying system prompts Managing system promptsControlling the prompt display CommentExporting and importing system prompt audio files Exporting system prompt textImporting system prompt text Changing the encoding format of system promptsAbout the sentence file Recording system promptsRecording options About the .VAP and .VOX filesSelecting a voice Recording system prompts professionallyRecording process American English .VAP and .VOX files are locatedUsing the standard Strata CS voices Testing the recorded promptsProviding a script for the vendor Deploying the new prompts Default location isRecording over system prompts yourself Recording over .VOX filesTo record over a prompt Testing the new promptsRecording over the .VAP file System Prompts view, double-click the prompt nameTesting system prompts To use the Sentence Tester12-11 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! buttonConnecting two Servers using IP Gateways Placing calls involving a remote Strata CS ServerReceiving Internet calls from a remote Strata CS Server Using the IP Gateway Configuration WorksheetOverview of creating an IP Gateway connection Codec use with IP Gateway connectionsIllustration of an IP Gateway Creating an IP GatewayIP Gateways view Remote Address PasswordCreating an IP Gateway 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 ServersDial 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 usersExtending 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 Follow the instructions in the Strata CS SDK Setup window Installing the Strata CS SDKTo install the Strata CS SDK Strata CS SDK Application Programming InterfacesIVR Plug-in sample programs Developing IVR Plug-ins with a telephony toolkitDevice 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 EmptySentItemsFolderDefault is 0 no time-out MailDefault is 10000 bytes NumLogsStrata CS Workstation applications registry settings TruncateRecordingsCurrent 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 currently uses the following locale codes Strata CS Server language locale settingsLocale definitions EnglishDefining custom tones Disabling Dialogic devices Example Defining a disconnect detection toneTo connect a fractional T1 or E1 line to Strata CS To disable Dialogic devices in the Windows NT/2000 registryCreate a string value under Settings named DisableDevices Create the following key if it does not already existDialogic 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 namesDialogic voice board settings VoiceBoard settingsMinimum DTI Off. Minimum time required Off-hook Delay. Period after off-hook, duringMake interval for valid loop pulse detection 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\ISDNDefault is 20 1000 milliseconds MSI station board settingsDefault is 1 Mdmf format Default is 6 300 millisecondsUsing the Strata CS Settings program To use TVSettingsLogging 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 12000 milliseconds Default value is 6000 millisecondsDefault value is 1800 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 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 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 phoneCalling a Quicknet card from Strata CS Forwarding your calls to a Quicknet phoneImportant note about Quicknet Hot Lines For More Information Using the Strata CS Client with a Quicknet cardSee , Configuring Internet Telephony Support in Strata CS 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 TorAnalog 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 callCall Control Also called call handling Call Pursuit Also called follow me serviceCall Center Agent Also called agent 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 CSUCompetitive 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-24Digital 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 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 musicIntegrated 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 MSIMulti-Frequency Also called MF Network Interface Card Also called NICPlain 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 Regional Bell Operating Company Also called Rboc Remote Access Server Also called RASRedundant Array of Inexpensive Disks Also called RAID 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 Disabling For caller IDTypes supported Digital spansFolders, working with Follow me call forwarding, ??-6-27 Using command line arguments, C-1 Indicator, visual message waiting IntegratingInternet-to-Phone Number dialing service, adding IP Gateways view, 2-5IP network Codecs forCustomizing trunk disconnect tones, A-12permissions AddingAudio outpub over your computer speakers, 2-11audio output Dialing timeouts, 4-12disk spacePermissions, dialing services Shortcut menuSpanish language prompts, 4-4spans, digital Station IDDisconnect tones, customizing, A-12 DidMoving, 6-42Operator Converting, 12-3,12-4