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Toshiba Strata CS manual Managing Contacts and Workgroups

Models: Strata CS

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CHAPTER 15

MANAGING CONTACTS AND WORKGROUPS

CHAPTER CONTENTS

About contact management and Strata CS . . . . . . . . . . . . . . . . . 15-2

The Contacts view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-2

Managing contacts in the Client . . . . . . . . . . . . . . . . . . . . . . . . . . 15-3

Teaching Strata CS to recognize your contacts . . . . . . . . . . . . . . 15-7

Using workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-13

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

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Toshiba Strata CS manual Managing Contacts and Workgroups

Contents

Client User Guide Publication Information Contents Answering and Handling Calls on the Phone Using the Strata CS Client Using the Extensions View Placing Calls in the Client 11-1 Using the Call Log View 13-1 Using Call Rules 16-1 Customizing Your Client 18-1 Index Page Introducing Strata CS Using the telephone Accessing Strata CSUsing the Strata CS Client application About Strata CSUsing the Tapi Service Provider and the CMA Using the Strata CS Web ClientWhere to get help Feature comparison tableStrata CS documentation Strata CS includes the following documentationDocument Printed Online Book Technical support Recording Your Voice Title and VOICE-MAIL Greeting To record a voice title on the phone About recording your voice title and voice-mail greetingRecording your voice title Recording a new greeting Recording your voice-mail greetingActive greeting Recording a grab-and-hold greeting Managing your greetingsAvailable space for greetings Page Placing Calls on the Phone Dialing internal and external numbers About placing calls on the phoneTo dial an internal number To dial an external numberIf you are prompted to enter an account code Entering account codes when placing callsDialing by name Switching between callsPlacing calls while you are already on a call Putting your current call on hold and placing a new callPlacing calls with * options Sending a Flash command to Centrex or another PBXPlacing calls to an IP address Answering and Handling Calls on the Phone Answering a call using call announcing Using the Flash button on your phoneAbout answering and handling calls on the phone Answering Strata CS callsCall waiting options Call waitingHow Strata CS gets the recording of the caller’s name Answering a call at another ringing phone Handling calls with the phoneReceiving a call waiting tone from your telephone company To answer any ringing phonePutting a call on hold Call-handling commandsTransferring one of multiple calls Transferring a callTo perform a blind transfer To perform a supervised transferSending a call to voice mail Disconnecting from a call and remaining on the lineCreating a conference call To create a conference call by adding partiesUnparking a call Parking a callPutting a call on silent hold To create a conference call from separate callsGetting a dial tone to start another call Using hands-free answeringEntering an account code for a call Enabling and disabling hands-free answeringUsing voice-first answering To turn on call forwarding Forwarding your callsTo turn call forwarding off on the phone Log in to your account Press 5Page Working with Voice Messages on the Phone About working with voice messages on the phone Using message indicatorsListening to your voice messages Voice message telephone commandsCustomizing voice message playback order Quick-dial to hear your voice mailReplying to a message Deleting and undeleting messagesForwarding a message To reply to a messageCalling back a message Sending a message directly to a user’s voice mailTo forward a message To call back a voice messageVoice mail from the caller’s point of view To select a personal status on the telephone Selecting a personal status on the phonePage Using Strata CS AT a Remote Phone Placing calls through Strata CS About using Strata CS at a remote phoneLogging in at a remote phone To receive calls at a remote phone To place a call through Strata CSTo end calls placed at a remote phone To log out of Strata CS at a remote phoneAnswering Strata CS calls at a remote phone Using ** instead of FlashPutting a call on hold at a remote phone Logging off at a remote phoneUsing the Strata CS Client remotely Using the Web ClientAccessing the Web Client Web Client limitationsPage Using the Strata CS Client Overview of the Client views About the Strata CS ClientTo log on manually or automatically to the Client Logging onTo change the Strata CS Server or station ID To reset Strata CS so that a password is requiredChanging the Strata CS Server and station ID Logging on with command-line switches Changing your passwordLogging on at another workstation Logging on as a different userToolbar Exiting the ClientMenu bar Customizing the Client display Hiding and showing Client window elementsView bar Folder ListGeneral To open a viewVoice Messages Call MonitorAdding the Calls pane to any open view Managing views and items Using commands in a viewAdding the Extensions pane to the Call Monitor view Open the view to which you want to add the Calls paneCreating new items Managing items in the viewsDeleting voice messages and other items To create a new item that is based on an existing itemCutting and pasting items Renaming itemsTo permanently delete a voice message from your Inbox To delete other itemsDragging and dropping items Copying and pasting itemsExtension CallContact Voice Message Call LogPrinting items in views Organizing the contents of a view in folders Viewing the folder list temporarily Managing foldersCreating folders Deleting foldersManaging the Deleted folder Viewing public foldersAdding folders to the view bar Moving items between foldersTo empty the Deleted folder automatically Sharing views and foldersTo share a view or folder Deleting shared items Viewing shared foldersRecording and playing messages Using the audio controlsUsing voice file bookmarks Importing and exporting contacts Importing and Exporting Strata CS itemsImporting and exporting voice files To import contacts from a .CSV file Map the fields as follows To export contacts to a .CSV file Exporting the Extensions viewExporting the Call Log Beta Document Preliminary & Confidential Using Personal Status About personal status Personal Status button in the status bar Using predefined personal statusesPersonal Status view Icon Status Description Personal statuses for all usersAdditional personal statuses for call center agents Selecting a personal status on the phone Selecting a personal statusSelecting a personal status in the Client To modify a personal status Modifying a personal statusCreating a custom personal status To create a custom personal status Beta Document Preliminary & Confidential Changing your active settings directly Personal status and your active settingsChanging your active settings Beta Document Preliminary & Confidential Personal status defaults To set a personal status to use your defaults Setting personal status defaultsUsing the Where I Am default To change another user’s personal status Changing the personal status of another userUsing the Extensions View Extension view tabs Extensions viewName Ext Extensions view columnsTitle ForwardingAutomatically switching to the Call Monitor view Seeing the Extensions view elsewhere in the ClientPlacing calls to an extension Changing another user’s personal statusReceiving and Handling Calls in the Client About receiving and handling calls in the Client Call Monitor view Call Monitor view panes Call Monitor view tabsTo display the Call Monitor view automatically Displaying the Call Monitor view automaticallySelecting and acting on a call in the Call Monitor view Double-clicking calls Commands while a call is ringingTaking the call Sending the call to voice mailTo listen to a voice message as it is being left Using grab-and-hold on the callTo use grab-and-hold on a call Select the incoming call, and choose Actions HoldTransferring a call without talking to the caller first Commands after you answer a callCallback for calls on hold See Transferring a call onDrag-and-drop transferring Callback is not available when working at a remote phoneBlind vs. supervised transfers To transfer a callTransfer tips for Operator users Associating a call with a contact Recording a callTo record a call To play a call you just recordedTo answer a parked call from any Client program If no one answers the parked callTo park a call Muting a call Disconnecting a call while staying on the phonePlaying a caller’s name Creating notes about a callOther options for incoming calls Call notification optionsCustomized ring patterns Viewing shared calls Using the Call Monitor view with hands-free answeringSharing your Call Monitor view Enabling and disabling hands-free answering in the Client Using the Call Monitor view with voice-first answeringPlacing Calls in the Client Placing a call About Placing Calls in the ClientPlacing calls by using the toolbar Dial field Placing calls by using other contact managers Using dialing servicesTo enter a phone number by using a dialing service Entering a phone number by using a dialing serviceTo enter a phone number To enter an IP addressTo check a phone number Checking a phone numberTo enter a Centrex or a PBX extension Redialing numbers and returning calls Displaying the Call Monitor when you place a callCreating speed dial shortcuts To create a speed dial shortcutWorking with conference calls Adding a party to a conference Transferring a conference call Conferencing separate calls togetherTo add parties to a conference by dragging and dropping To conference separate calls togetherTo place an external call on hold or disconnect Using Hold and Disconnect on external callersEnding a conference call Page Working with Voice Messages in the Client Voice Messages view About working with voice messages in the ClientKnowing when you have new messages System tray button To enable the new message toneStutter dial tone New message toneClick OK see Scheduling e-mail and pager notifications on To receive e-mail notificationClick OK. See Scheduling e-mail and pager notifications on To receive pager notificationTo define a schedule for notifications Scheduling e-mail and pager notificationsSchedule entries 12-8 On holidays. Notifications are sent on holidays Forwarding a voice message Handling your voice messagesTo forward a voice message Replying to a voice messageTo reply to all recipients of a message Select the messageMailing a voice message Calling back the person who left a voice messageBroadcasting voice mail To call a person backAssociating a voice message from Unknown with a contact Deleting voice messagesDeleting a message permanently Microsoft Exchange Server synchronizationSharing your voice messages Organizing voice messages in foldersMarking a voice message Heard or Unheard Marking a voice message Urgent or PrivateViewing your voice mailbox size Setting a maximum length for your voice messagesManaging greetings To view the amount of space remaining in your mailboxGreetings for situations other than voice mail Using a grab-and-hold greetingSpace for greetings Greetings and personal statusActive greeting Greetings viewMailing a greeting Personal status default greetingUsing the Call LOG View Call Log view columns Call Log viewNumber FromStart Time DurationCall Details columns Viewing call detailsViewing inbound or outbound calls only Associating a call from Unknown with a contact Taking notes on a Call Log entryReturning a call in the Call Log view Hiding and showing the Detail paneReporting on the Call Log Page Call Forwarding and Routing Lists Where I Am default Call forwarding and the Where I Am settingAbout call forwarding and routing lists Forwarding callsTo turn call forwarding on Forwarding calls by using the telephone commandsForwarding calls in the Client 14-4 To turn call forwarding off in the Client Receiving forwarded ACD workgroup calls When you hang up, the station reverts to its regular userPlacing calls at another user’s extension Call forwarding and voice mailCaller options while following a routing list Using routing listsHow routing lists move from step to step Routing Lists view Mobile phone issues with routing listsRouting lists for individual callers Standard routing listCreating a new routing list Personal status default routing listActive routing list To make a routing list the active routing list14-10 14-11 14-12 Routing calls to workgroups Matching active greetings with active routing lists Using greetings with routing lists14-15 Page Managing Contacts and Workgroups Using the A-Z buttons for quick access Using contacts foldersAbout contact management and Strata CS Contacts viewUsing contacts in another contact manager Using Strata CS Client contactsManaging contacts in the Client Private and public contactsTo run the Contact Manager Assistant CMA Using the Strata CS Contact Manager AssistantEntering a new contact To enter a contact’s name and basic information Click OK to close the Phone Number dialog box To enter a contact’s phone numbersTo record a voice title for a contact Teaching Strata CS to recognize your contactsSharing your contacts Identifying contacts by name Deleting a number from the Incoming Caller ID list Adding phone numbers for contact recognitionTo associate a call with a contact Associating a call or caller ID number with a contactClick Delete and then click OK 15-11 Understanding name and number on caller ID Using contact PINs for guaranteed recognitionTo enter a contact PIN Using workgroupsExamples Personal and public workgroups Creating a workgroup Workgroups viewCalling a workgroup Using Call Rules Call Rules overview About call rulesDistinguishing which incoming calls activate the call rule Determining how the call rule handles callsExamples of how you can use call rules Call Rules viewTo create a new call rule Creating a new call ruleCombining caller and schedule conditions Setting caller conditionsSetting schedule conditions To set a schedule condition Specifying custom hoursTo have the call rule activate on an individual date To have the call rule activate on a daily or weekly basisSelecting how a call rule handles a call To enable or disable a call ruleEnabling or disabling a call rule To set the priority of a call rule Choosing the priority of a call ruleIgnoring all call rules Working AS a Call Center Agent Basic call center terminology Whether this chapter applies to youAbout call centers Signing out Signing in, signing out, and taking breaksSigning Signing in at another extension Taking a breakReceiving and handling queue calls Using the Call Monitor tabsTerminating your wrap-up time early Wrap-up timeFinding out how calls are currently marked Placing calls from a queueMarking all calls Working remotely Popping up caller informationWhat call center agents need to know to get the job done Customizing Your Client Recording a voice title About customizing your ClientCustomizing telephone behavior To change the telephone commands language Changing the language of telephone command promptsCustomizing or turning off call announcing To record a voice title in the ClientInternal. Calls from other Strata CS users To customize call announcing or turn it offTo customize call waiting or turn it off Customizing or turning off call waitingChanging your personal Operator Turning callback for calls on hold on and offCustomizing your listing in the dial-by-name directory You are not running the Client Click OKTo customize your dial-by-name listing Customizing how long your phone ringsChanging ring patterns Enabling and disabling voice-first answering Enabling and disabling hands-free answeringCustomizing voice message behavior Setting voice message playback orderCustomizing incoming call behavior Customizing the Client display Customizing the Client for OperatorsShowing or hiding Client window elements Defining double-click behavior in the Contacts viewShowing and hiding columns Customizing columnsMoving columns To show or hide columns in a Client viewChanging how names are displayed To move columns by using the Show Columns dialog boxResizing columns Sorting by columnOther customization options Page Call announcing commands Telephone Commands Quick ReferenceQuick call commands Call handling commandsAre queue-related Quick commands for call center agentsAvailable Non-Queue Voice Mail/Account menuLogging Have Strata CS hang up # Dial tone to start another call Voice Mail/Account menu commandsPersonal Status commands Page Command line switches for the Client are Logging on to the Client Using COMMAND-LINE SwitchesPage Reporting Problems To run the Problem Report Wizard Reporting a problem with a specific call or messageTo e-mail the problem report package Enter the following pathTo save the problem report package to the Strata CS Server Page Advanced button on view bar, 7-8agent SymbolsCall forwarding With the Client, with the phone Example of prioritizing, 16-9ignoringCommand-line switches, for the Client, B-1 Entering, 15-13example, 15-13using Private, 15-3public Command-line switches, logging on with, 7-5commandsPlacing participant on hold, setting up Disconnecting a call Dialing options Dialing servicesEnabling Call rules From the Client Ending a call from an outside line with **3Greetings view Terminal, connecting to with the Client Using to organize contents of a view, 7-16forwardingExporting Extensions paneAdding to conference call Importing contacts, 7-24voice filesButton Knowing when you have new messages, 12-3listening toPager notification Notification of new e-mail messages schedule entriesPasting and copying items, 7-11,7-13PBX extension PermissionsRecording Editing, 15-3permission to edit, 15-3viewing in Folder ListCreating new, 14-9greetings with Routing Lists view overviewNotification, call announcing, 4-2call forwarding ViewWith voice mail, call rules Creating Play a recording of the caller’s name over your speakersTo call workgroup, 14-13using greetings with Call Monitor view, Routing Lists, 14-8Schedule Notifications Workgroups view Message waiting light, 5-2stutter dial tone