Beta Document Preliminary & Confidential | Toshiba Release 4.0

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E-4	STRATA CS ADMINISTRATOR MANUAL

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

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Toshiba Release 4.0 manual Beta Document Preliminary & Confidential

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 More 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 phones Administrator interface Logging on to the Administrator Workgroups Dialing ServicesUsers Trunks IVR Plug-Ins MaintenanceWorking in views IP Gateways New 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 Copying and pasting items Deleting itemsRenaming items Customizing columns Changing 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 licenses To enter your Strata CS Server license Removing licenses To enter all other license types Verify 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 General tab Changing Windows NT/2000 registry settingsServer Configuration Rerecording voice prompts Select 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 Hours To 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 calls To archive Call Log information Storage tab Disk usage Allocating disk space Moving voice files To 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 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 Monitoring trunks Adding trunksNaming trunks Deleting trunks Inbound 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 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 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 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 Station Users viewExtension Greeting Usage TitleMail Usage Disk Usage About users and roles Admin and Operator usersConfiguring a system without an Operator Users How callers are transferred to Operators Setting up workgroups for the OperatorUnderstanding personal Operators Changing the Operator’s extension from Roles Setting user optionsWhere to set user options 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 Editing a user’s Client settings Creating a passwordSetting up a personal operator Choosing a language for telephone prompts Allocating 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 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 Forwarding calls over Centrex/PBX trunks Mobile phone issues with forwarded callsCall forwarding and voice mail Listing a user in the dial-by-name directory Activating features for Class phones Phone tab Sending 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 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 Helping new users get started Managing usersRecording the new user’s voice title and greeting After you create a new user, do the following Deleting a user Updating users’ mail, greeting, and disk usage totalsMoving a user Supported phones Managing stationsAdding a station Supporting different types of Class phones Visual message waiting indicator information Viewing station activity Managing Workgroups About Workgroups Workgroups view Using the General tabCreating a Workgroup 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 See Adding an Internet-to-Phone Number service on About dialing servicesDialing service types 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 Using dialing services to install and troubleshoot trunks Access codesTips on access codes and names for services Disabling dialing services while creating them Avoiding 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 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 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 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 Send to voice mail User loginTransfer to user 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 Deleting auto attendants Setting up hold musicTo set up hold music for an auto attendant Auto Attendant dialog box, click the Hold tab Robbed Bit T1 Routing calls directly to a userAnalog trunk 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 How 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 beep Indicating 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 activity Monitoring trunk activity Logged Name of the user currently logged in at the station Out 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 log From Number FromAnswered By To Number Message ResultSupervised transfer. a supervised transfer From Device Displaying a specific number of Call Log entries Backing up Strata CS Monitoring database and disk usageExporting the Call Log 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 data To 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 Device # Restarted Error Dssql ErrorError No Voice Resource Available 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 Unable to open device ## Error Failed to Stop Device Handle ##Error 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 problems Problem report package Using the Problem Report Wizard To e-mail a problem report package To report a Strata CS Server problem Reporting Strata CS Server problemsReporting a problem with a specific call or voice message To report a workstation application problem Reporting workstation application problemsReporting distributed problems To report a distributed problem Call record from the Call Log on the Server Page System Prompts File name About system promptsSystem Prompts view Text Playing system prompts Managing system promptsControlling the prompt display Comment Exporting and importing system prompt audio files Exporting system prompt textImporting system prompt text Changing the encoding format of system prompts About the sentence file Recording system promptsRecording options About the .VAP and .VOX files Selecting a voice Recording system prompts professionallyRecording process American English .VAP and .VOX files are located Providing a script for the vendor Using the standard Strata CS voicesTesting the recorded prompts Deploying the new prompts Default location isRecording over system prompts yourself Recording over .VOX files To record over a prompt Testing the new promptsRecording over the .VAP file 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 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! button Connecting two Servers using IP Gateways Placing calls involving a remote Strata CS Server Receiving 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 connections Illustration of an IP Gateway Creating an IP Gateway IP Gateways view Remote Address PasswordCreating an IP Gateway 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 Before 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 users Extending 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 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 Interfaces IVR Plug-in sample programs Developing IVR Plug-ins with a telephony toolkit Device 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 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 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 currently uses the following locale codes Strata CS Server language locale settingsLocale definitions English Defining custom tones Disabling Dialogic devices Example Defining a disconnect detection tone To 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 exist Save 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 names Dialogic voice board settings VoiceBoard settings Minimum DTI Off. Minimum time required Off-hook Delay. Period after off-hook, duringMake interval for valid loop pulse detection 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 Default is 20 1000 milliseconds MSI station board settingsDefault is 1 Mdmf format Default is 6 300 milliseconds Logging Using the Strata CS Settings programTo use TVSettings 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 1800 milliseconds Default value is 12000 millisecondsDefault value is 6000 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 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 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 Important note about Quicknet Hot Lines Calling a Quicknet card from Strata CSForwarding your calls to a Quicknet phone For More Information Using the Strata CS Client with a Quicknet cardSee , Configuring Internet Telephony Support in Strata CS 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 Automatic 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 call Call 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, 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 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-24 Digital 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 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 Internet 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 MSI Multi-Frequency Also called MF Network Interface Card Also called NIC Personal 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 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 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 Disabling For caller IDTypes supported Digital spans Folders, 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 for Customizing trunk disconnect tones, A-12permissions Adding Audio outpub over your computer speakers, 2-11audio output Dialing timeouts, 4-12disk spacePermissions, dialing services Shortcut menu Spanish language prompts, 4-4spans, digital Station ID Moving, 6-42Operator Disconnect tones, customizing, A-12Did Converting, 12-3,12-4