Handling Inbound Calls | Toshiba Release 4.0 specification

Routing services	8-29
How you can use routing services	8-30
An example of routing rules	8-31
Adding a routing service	8-33
Routing Rules tab	8-35
Add a new routing rule	8-36
Defining patterns to match the dialed digits	8-38
Adding new routing variables	8-38
Defining a new number for a routing rule	8-40

Chapter 9. Handling Inbound Calls

About call routing	9-2
Using auto attendants	9-4
About auto attendants	9-4
The Auto Attendants view	9-6
Setting up an auto attendant	9-7
Creating a new auto attendant	9-7
Defining menu choices	9-8
Scheduling transfers and greetings	9-14
Setting up hold music	9-17
Deleting auto attendants	9-17
Routing calls directly to a user	9-18
Routing calls to workgroups	9-19

Chapter 10. Using Account Codes

About account codes	10-2
Setting up account codes	10-3
Setting general account code options	10-3
Setting a user’s account code modes	10-4
Creating a text file of valid account codes	10-5
Using a verbal account code prompt	10-7
How users enter account codes	10-7
Indicating the end of an account code	10-8
Viewing account codes in the Call Log	10-8
Generating account code reports	10-8

Chapter 11. Monitoring & Backing Up

About monitoring and backing up your Strata CS system	11-2
Using the Device Monitor	11-3
Monitoring station activity	11-3
Monitoring trunk activity	11-4
Enabling and disabling trunks	11-5

CONTENTS

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

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Toshiba Release 4.0 manual Handling Inbound Calls

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 Welcome to Strata CS Significant Strata CS features What’s New in Strata CS New features in Toshiba Strata CS 4.0 include the following Beta Document Preliminary & Confidential Beta Document Preliminary & Confidential What’s automatically upgraded Miscellaneous new features 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 Document Printed Online Book Your Strata CS providerPage Strata CS Administrator Linking computers and phones About the Strata CS Administrator Logging on to the Administrator Administrator interface Trunks Dialing ServicesUsers Workgroups IP Gateways MaintenanceWorking in views IVR Plug-Ins 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 Customizing columns Deleting itemsRenaming items Copying and pasting items Working with voice files Using the audio controlsChanging the voice file format Changing audio output Importing and exporting voice filesPage Strata CS Licenses Entering licenses About Strata CS licenses To enter your Strata CS Server license To enter all other license types Removing licenses 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 Rerecording voice prompts Changing Windows NT/2000 registry settingsServer Configuration General tab Windows Event Log notifications No events. This is the default. No notifications are sentSelect one of the following from the drop-down list Business Hours Defining business hours and holidays To define business hours and holidays Beta Document Preliminary & Confidential To log internal calls as well as external calls Call Log tabLogging internal calls Archiving the Call Log To archive Call Log information Disk usage Storage tab Moving voice files Allocating disk space 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 To set emergency dialing options How emergency numbers are handled Beta Document Preliminary & Confidential Other tab Setting dial-by-name directory options Presenting a confirmation menu before voice mail Setting up Microsoft Exchange synchronization Exchange Server Mailbox Permissions To set up Microsoft Exchange synchronization for a user Setting the minimum password length Managing Trunks and Spans Trunk types About trunks Deleting trunks Adding trunksNaming trunks Monitoring 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 Customizing fax routing Trunks view About digital and Internet spans Adding an analog trunk Setting up digit collection on an analog trunk Trunks view, select the trunk To collect digits on an analog 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 To enter trunk defaults for a span Entering trunk defaults for a span Adding a digital Isdn or CAS span Adding a digital Isdn BRI span To set your Isdn parameters Optimizing your Isdn settings Enabling Isdn Megacom support Adding an Internet span Modifying Strata CS IP codecs To modify Strata CS IP codecs GSM .0 kbs To change an IPLink board parameter Fine-tuning your IP connection Beta Document Preliminary & Confidential Page Managing Users and Stations Extension Users viewStation Disk Usage TitleMail Usage Greeting Usage Users Admin and Operator usersConfiguring a system without an Operator About users and roles Changing the Operator’s extension from Setting up workgroups for the OperatorUnderstanding personal Operators How callers are transferred to Operators Described in detail in this chapter Setting user optionsWhere to set user options Roles Adding a user at the telephone About adding a user Adding a user in the User dialog box Identifying the user Adding a user by using a template Assigning an extension Assigning a station ID Linking users and phones Assigning a did number Choosing a language for telephone prompts Creating a passwordSetting up a personal operator Editing a user’s Client settings 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 pager notification Setting e-mail notification Scheduling notifications Defining a schedule for e-mail and pager notification To add a schedule entry To set up a custom time rule Setting up custom time rules Click OK to add the custom date Call Handling tab To turn on call forwarding Setting up call forwarding Issues with forwarded calls on Listing a user in the dial-by-name directory Mobile phone issues with forwarded callsCall forwarding and voice mail Forwarding calls over Centrex/PBX trunks Phone tab Activating features for Class phones 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 To set dialing permissions Global dialing permissions Setting account code modes Other settings Permissions tab Individual permissions and roles By default, Strata CS creates the following two roles To create a new role New Role Other tab Other tab contains user options for hands-free mode After you create a new user, do the following Managing usersRecording the new user’s voice title and greeting Helping new users get started Moving a user Updating users’ mail, greeting, and disk usage totalsDeleting a user Supporting different types of Class phones Managing stationsAdding a station Supported phones Viewing station activity Visual message waiting indicator information Managing Workgroups About Workgroups Creating a Workgroup Using the General tabWorkgroups view Using the Dialing tab Listing workgroups in the dial-by-name directory Assigning a did number to a workgroupAdding a voice title Transferring unanswered callsPage Managing Outbound Calls Dialing service types About dialing servicesSee Adding an Internet-to-Phone Number service on Using routing services to manage other dialing services Default dialing service Dialing Services view How you can use dialing services Hiding dialing services in the Client Deleting or disabling a dialing service Disabling dialing services while creating them Access codesTips on access codes and names for services Using dialing services to install and troubleshoot trunks 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 To import dialing exceptions Exporting and importing dialing exceptions Permissions tab To set dialing service permissions An example of how to set dialing service permissions Beta Document Preliminary & Confidential Following numbers are allowed Routing services How you can use routing services An example of routing rules Processing phone numbers received from the Client Applying permissions in routing services Adding a routing service Beta Document Preliminary & Confidential Routing Rules tab Use this rule under the following conditions Add a new routing rule Execute the following action Adding new routing variables Defining patterns to match the dialed digits Click Variables on the Routing Rules tab see To add a routing variableClick Add. The Routing Variable dialog box opens Characters Digits placed in the new number Defining a new number for a routing rule 1NxxNxxxxxx 16173540600 Nxx5-11 567891011 Page Handling Inbound Calls Route calls to an automatic call distribution ACD workgroup About call routing Handling Inbound Calls About auto attendants Using auto attendants What callers hear Default Auto Attendant Description Auto Attendants view Creating a new auto attendant Setting up an auto attendant Description. Information that describes the auto attendant Defining menu choices Play message User loginTransfer to user Send to voice mail Key To add or modify a menu choice Beta Document Preliminary & Confidential Click the Advanced tab Menu choice Variable Name Variable Value These fields as follows Scheduling transfers and greetings Action Action that will be performed To schedule transfers or greetings Beta Document Preliminary & Confidential Auto Attendant dialog box, click the Hold tab Setting up hold musicTo set up hold music for an auto attendant Deleting auto attendants Span Internet span Routing calls directly to a userAnalog trunk Robbed Bit T1 Routing calls to workgroups Page Using Account Codes About account codes Setting general account code options Setting up account codes Setting a user’s account code modes To set a user’s account code modes Creating a text file of valid account codes Formatting the text file Using wild card characters To use the verbal account code prompt instead of the beep Using a verbal account code promptSetting general account code options on How users enter account codes 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 Monitoring station activity Using the Device Monitor Logged Name of the user currently logged in at the station Monitoring trunk activity Status Enabling and disabling trunksOut To restart a station or trunk Restarting stations or trunksDo one of the following Starting a new Server log Using the Call Log To Number FromAnswered By From Number From Device ResultSupervised transfer. a supervised transfer Message Displaying a specific number of Call Log entries Exporting the Call Log Monitoring database and disk usageBacking up Strata CS Restoring Strata CS data To perform an online backup of the Strata CS databaseTo perform an offline backup of the Strata CS database To perform an offline backup of the Strata CS voice files 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 Inbound call detected on outbound trunk # Error Dssql ErrorError No Voice Resource Available Device # Restarted Informational Started Strata CS Mail Server Error Strata CS Server RestartedNo loop current detected on outbound trunk n Error Unable to delete temporary message file for device ## Error Failed to Stop Device Handle ##Error Error Unable to open device ## Error Unable to start IVR Plugin License count exceeded T1 alarmsError Insufficient licenses ## Reporting problems Using the Maintenance Log view Problem report package To e-mail a problem report package Using the Problem Report Wizard Reporting a problem with a specific call or voice message Reporting Strata CS Server problemsTo report a Strata CS Server problem To report a distributed problem Reporting workstation application problemsReporting distributed problems To report a workstation application problem Call record from the Call Log on the Server Page System Prompts Text About system promptsSystem Prompts view File name Comment Managing system promptsControlling the prompt display Playing system prompts Changing the encoding format of system prompts Exporting system prompt textImporting system prompt text Exporting and importing system prompt audio files About the .VAP and .VOX files Recording system promptsRecording options About the sentence file American English .VAP and .VOX files are located Recording system prompts professionallyRecording process Selecting a voice Testing the recorded prompts Using the standard Strata CS voicesProviding a script for the vendor Recording over .VOX files Default location isRecording over system prompts yourself Deploying the new prompts System Prompts view, double-click the prompt name Testing the new promptsRecording over the .VAP file To record over a prompt To use the Sentence Tester Testing system prompts 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 Enhancing a Web page with a Call Us! button Using Windows 2000 Phone Dialer as an H.323 terminal Placing calls involving a remote Strata CS Server Connecting two Servers using IP Gateways Codec use with IP Gateway connections Using the IP Gateway Configuration WorksheetOverview of creating an IP Gateway connection Receiving Internet calls from a remote Strata CS Server Creating an IP Gateway Illustration of an IP Gateway IP Gateways view Remote PasswordCreating an IP Gateway Remote Address Add Comments to further identify the IP Gateway To set up an IP Gateway Calling Strata CS extensions on the remote Server Creating IP Gateway dialing services 13-14 Placing phone calls through the remote Server Immediately connecting to dial tone on the remote Server Placing Centrex/PBX calls through the remote Server Creating Gateway users to unify two Strata CS Servers When you configure two Servers in this way, users can 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 Using Contact PINs with IP Gateway users Fine-tuning your IP connection 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 Strata CS SDK Application Programming Interfaces Installing the Strata CS SDKTo install the Strata CS SDK Follow the instructions in the Strata CS SDK Setup window Developing IVR Plug-ins with a telephony toolkit IVR Plug-in sample programs IVR Plug-in licensing Device Status APIDevice Status sample program Client API Strata CS Configuration Settings Strata CS Server registry settings About Strata CS configuration settings \Server\Settings\ EmptySentItemsFolder Default path is empty string Mail Default is 0 no time-out NumLogs Default is 10000 bytes TruncateRecordings Strata CS Workstation applications registry settings String value specifying the user’s extension Default is Current User SettingsString value specifying the user’s station ID Default is \Client\Client\App Local Machine Settings \Client\TSP\Logon English Strata CS Server language locale settingsLocale definitions Strata CS currently uses the following locale codes Defining custom tones Example Defining a disconnect detection tone Disabling Dialogic devices Create the following key if it does not already exist To disable Dialogic devices in the Windows NT/2000 registryCreate a string value under Settings named DisableDevices To connect a fractional T1 or E1 line to Strata CS Dialogic voice board device names Dialogic device namesSave the changes to the registry Board Board ID Channel Dialogic Internet telephony board device names Dialogic modular station interface MSI device names VoiceBoard settings Dialogic voice board settings Between ring-received events Off-hook Delay. Period after off-hook, duringMake interval for valid loop pulse detection Minimum DTI Off. Minimum time required VoiceBoard channel settings Dxchdtinitset Dword value for Dtmf detection edge select Default is Dxchmfmode \Server\DTIBoardn\GlobalCall E1 and T1 board settings \Server\BRIBoardn\ISDN Isdn Megacom service settings Default is 6 300 milliseconds MSI station board settingsDefault is 1 Mdmf format Default is 20 1000 milliseconds To use TVSettings Using the Strata CS Settings programLogging Viewing current values Changing key values Modifying other supported Strata CS settings Default value is 30 seconds Database\ConnectionTimeout Default value is Server\AllowGatewayUserLogin Default value is 60000 milliseconds Default value is 180000 milliseconds Default value is 6000 milliseconds Default value is 12000 millisecondsDefault value is 1800 milliseconds System\MinClientBuild Page Starting Strata CS from the command line Command Line Options Password=password IP Gateway Configuration Worksheet To Server IP Gateway Configuration Worksheet 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 To make a Gateway preferred Setting up the Strata CS IP address as a Hot Line Setting up Quicknet to connect to Strata CS Creating the Gateway Beta Document Preliminary & Confidential Transferring and handling calls with a Quicknet phone Eliminating access code conflicts Forwarding your calls to a Quicknet phone Calling a Quicknet card from Strata CSImportant note about Quicknet Hot Lines Contacting Quicknet Using the Strata CS Client with a Quicknet cardSee , Configuring Internet Telephony Support in Strata CS For More Information Setting up a FreeRide phone to connect to Strata CS Using an E-tel FreeRide IP phone with 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 Viewing performance counters in Windows NT/2000 Strata CS performance counters Appendix E. Using Performance Counters Beta Document Preliminary & Confidential Glossary Tor ActiveX Control Also called control Application Programming Interface API Also called API Analog Trunk Also called analog lineAutomatic Number Identification ANI Also called ANI Call Announcing Also called call screening, screening a call Business Communications Platform BCP Also called BCP Call Detail Recording CDR Also called call accounting, CDR Call Pursuit Also called follow me serviceCall Center Agent Also called agent Call Control Also called call handling Central Office CO Also called CO Call Routing Also called routing a call Channel Service Unit CSU Also called CSU Channel Associated Signaling CAS Also called CAS Computer Telephone Integration CTI Also called CTI Competitive Local Exchange Carrier Clec Also called ClecComputer Telephony CT Also called CT See also T-1 p. G-24 Dialed Number Identification Service Dnis Also called Dnis Dialogic SCBus Device Also called SCBus Digital Signal Processor Also called DSPDigital Trunk Also called digital line Dual Tone Multi-Frequency Dtmf Also called Dtmf Direct Inward Dial did Also called did Fax-On-Demand Also called fax-back Grab-and-Hold Greeting Also called hold greeting Hold Audio Also called hold music Graphical User Interface Also called GUI 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 Modular Station Interface Also called MSI Microsoft Windows NT Server Also called NT Server Network Interface Card Also called NIC Multi-Frequency Also called MF 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 Office/Branch Office Also called Robo Remote Access Server Also called RASRedundant Array of Inexpensive Disks Also called RAID Regional Bell Operating Company Also called Rboc 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 Digital spans For caller IDTypes supported Disabling Folders, working with Follow me call forwarding, ??-6-27 IP Gateways view, 2-5IP network Codecs for Indicator, visual message waiting IntegratingInternet-to-Phone Number dialing service, adding Using command line arguments, C-1 Adding Customizing trunk disconnect tones, A-12permissions Shortcut menu Dialing timeouts, 4-12disk spacePermissions, dialing services Audio outpub over your computer speakers, 2-11audio output Station ID Spanish language prompts, 4-4spans, digital Did Disconnect tones, customizing, A-12Moving, 6-42Operator Converting, 12-3,12-4