Toshiba Strata CS Personal and public workgroups

15-14 STRATA CS CLIENT USER GUIDE

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

department as a workgroup. Then, if you have to transfer a call to Sales,

you can click the Sales tab and see all the members of Sales at a glance,

along with their current personal statuses. See “Transferring a call” on

page 10-9.

nQuickly answer any ringing phone i n your wo rkgrou p by picking up yo ur

phone and pressing *99. See “Answering a call at another ringing phone”

on page 4-4.

nCreate a routing list that distributes calls to the members of a workgroup

according to the distribution algorithm you choose. Strata CS system

administrators use this feature to set up ACD workgroups. See “Routing

calls to workgroups” on page14-13. For information on setting up ACD

workgroups, see the manual Strata CS Call Center Administrator Guide.

Personal and public workgroups

Generally, the workgroups you will create in Strata CS are personal workgroups.

Only you can see the personal workgroups that you create. Other users cannot see

workgroups that you create.

Public workgroups, which are accessible by all Strata CS users who have

permission to see them, can be created only by administrator users or other users

who have been given special permissions to do so.

To view the public workgroups in your office, click the plus sign next to Public

Folders in the folder list and click Workgroups. See “Using the Folder List” on

page 7-16.

Note: You can create or edit public workgroups only if your Strata CS system

administrator has given you permission to do so.

Contents

Main Publication Information Copyright 2001 Toshiba America Information Systems, Inc. Telecommunication Systems Division C Chapter 1. Introducing Strata CS.....................................................1-1 Chapter 2. Recording Your Voice Title and Voice-mail Greeting..2-1 Chapter 3. Placing Calls on the Phone............................................3-1 Chapter 4. Answering and Handling Calls on the Phone.............. 4-1 Chapter 5. Working with Voice Messages on the Phone...............5-1 Chapter 6. Using Strata CS at a Remote Phone............................. 6-1 Chapter 7. Using the Strata CS Client .............................................7-1 Chapter 8. Using Personal Status....................................................8-1 Chapter 9. Using the Extensions View............................................9-1 Chapter 10. Receiving and Handling Calls in the Client..............10-1 Chapter 11. Placing Calls in the Client..........................................11-1 Chapter 12. Working with Voice Messages in the Client.............12-1 Chapter 13. Using the Call Log View.............................................13-1 Chapter 14. Call Forwarding and Routing Lists...........................14-1 Chapter 15. Managing Contacts and Workgroups.......................15-1 Chapter 16. Using Call Rules..........................................................16-1 Chapter 17. Working as a Call Center Agent................................17-1 Chapter 18. Customizing Your Client............................................18-1 Appendix A. Telephone Commands Quick Reference ................. A-1 Page Page CHAPTER 1 INTRODUCING STRATA CS 1-2 STRATA CS CLIENT USER GUIDE About Strata CS_______________________________________ Accessing Strata CS ___________________________________ Using the telephone Using the Strata CS Client application CHAPTER 1. INTRODUCING STRATA CS 1-3 Using the Strata CS Web Client Using the TAPI Service Provider and the CMA 1-4 STRATA CS CLIENT USER GUIDE Feature comparison table _______________________________ Where to get help______________________________________ Strata CS documentation Feature Phone Client CHAPTER 1. INTRODUCING STRATA CS 1-5 Document Printed Online Book Acrobat (PDF) 1-6 STRATA CS CLIENT USER GUIDE Technical support R ECORDING YOUR VOICE TITLE V 2-2 STRATA CS CLIENT USER GUIDE About recording your voice title and voice-mail greeting _____ Recording your voice title _______________________________ CHAPTER 2. RECORDING YOUR VOICE TITLE AND VOICE-MAIL GREETING 2-3 Recording your voice-mail greeting _______________________ The active greeting Recording a new greeting 2-4 STRATA CS CLIENT USER GUIDE Recording a grab-and-hold greeting Managing your greetings _______________________________ Greeting Commands Use while or after a greeting plays 1 2 3 4 6 7 CHAPTER 2. RECORDING YOUR VOICE TITLE AND VOICE-MAIL GREETING 2-5 Available space for greetings Page P LACING CALLS ON 3-2 STRATA CS CLIENT USER GUIDE About placing calls on the phone_________________________ Dialing internal and external numbers_____________________ CHAPTER 3. PLACING CALLS ON THE PHONE 3-3 Entering account codes when placing calls If you are prompted to enter an acc ount c ode 3-4 STRATA CS CLIENT USER GUIDE Entering an account code with *11 Dialing by name _______________________________________ Placing calls while you are already on a call ________________ Putting your current call on hold and placing a new call Switching between calls CHAPTER 3. PLACING CALLS ON THE PHONE 3-5 Sending a Flash command to Centrex or another PBX _______ Placing calls with * options ______________________________ Redialing the last call Returning the last call Disabling call waiting for a call Placing calls to an IP address____________________________ Page 4-2 STRATA CS CLIENT USER GUIDE About answering and handling calls on the phone __________ Using the Flash button on your phone Answering Strata CS calls_______________________________ Call announcing Answering a call using call announcing Call waiting Call waiting options 4-4 STRATA CS CLIENT USER GUIDE Receiving a call waiting tone from your telephone company Answering a call at another ringing phone Handling calls with the phone ___________________________ CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-5 Putting a call on hold Call-handling commands Call-handling Commands 1 2 3 4 5 6 7 # Flash 4-6 STRATA CS CLIENT USER GUIDE Transferring a call Transferring one of multiple calls CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-7 Sending a call to voice mail Disconnecting from a call and remaining on the line Creating a conference call 4-8 STRATA CS CLIENT USER GUIDE Parking a call Unparking a call Putting a call on silent hold CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-9 Getting a dial tone to start another call Entering an account code for a call Using hands-free answering Enabling and disabling hands-free answering Placing and receiving calls with hands-free answering Using voice-first answering Enabling and disabling voice-first answering CHAPTER 4. ANSWERING AND HANDLING CALLS ON THE PHONE 4-11 Forwarding your calls __________________________________ Page CHAPTER 5 W ORKING ON THE PHONE 5-2 STRATA CS CLIENT USER GUIDE About working with voice messages on the phone __________ Using message indicators ______________________________ Listening to your voice messages ________________________ Customizing voice message playback order Voice message telephone commands 5-4 STRATA CS CLIENT USER GUIDE Deleting and undeleting messages Replying to a message Forwarding a message # Voice Message Commands Use while or after a message plays Sending a message directly to a users voice mail___________ 5-6 STRATA CS CLIENT USER GUIDE Voice mail from the callers point of view __________________ Commands for Recorded Messages Use after recording a message 1 2 3 4 5 6 7 * CHAPTER 5. WORKING WITH VOICE MESSAGES ON THE PHONE 5-7 Selecting a personal status on the phone__________________ Page USING STRATA CS AT A REMOTE P 6-2 STRATA CS CLIENT USER GUIDE About using Strata CS at a remote phone__________________ Logging in at a remote phone Placing calls through Strata CS CHAPTER 6. USING STRATA CS AT A REMOTE PHONE 6-3 6-4 STRATA CS CLIENT USER GUIDE Answering Strata CS calls at a remote phone Using ** instead of Flash Putting a call on hold at a remote phone Logging off at a remote phone CHAPTER 6. USING STRATA CS AT A REMOTE PHONE 6-5 Using the Web Client ___________________________________ Web Client limitations Accessing the Web Client Using the Strata CS Client remotely_______________________ Page CHAPTER 7 U SING 7-2 STRATA CS CLIENT USER GUIDE About the Strata CS Client ______________________________ Overview of the Client views CHAPTER 7. USING THE STRATA CS CLIENT 7-3 Logging on ___________________________________________ 7-4 STRATA CS CLIENT USER GUIDE Changing the Strata CS Server and station ID CHAPTER 7. USING THE STRATA CS CLIENT 7-5 Logging on at another workstation Logging on as a different user Changing your password Logging on with command-line switches 7-6 STRATA CS CLIENT USER GUIDE Exiting the Client ______________________________________ Elements of the Client window The menu bar The toolbar CHAPTER 7. USING THE STRATA CS CLIENT 7-7 Hiding and showing Client window elements Customizing the Client display 7-8 STRATA CS CLIENT USER GUIDE The Client views The Strata CS Client Views CHAPTER 7. USING THE STRATA CS CLIENT 7-9 The Strata CS Client Views Adding the Calls pane to any open view 7-10 STRATA CS CLIENT USER GUIDE Adding the Extensions pane to the Call Monitor view Managing views and items ______________________________ Using commands in a view CHAPTER 7. USING THE STRATA CS CLIENT 7-11 Managing items in the views Creating new items Deleting voice messages and other items 7-12 STRATA CS CLIENT USER GUIDE Renaming items Cutting and pasting items CHAPTER 7. USING THE STRATA CS CLIENT 7-13 Copying and pasting items Dragging and dropping items 7-14 STRATA CS CLIENT USER GUIDE From To Drag SHIFT + Drag CTRL + Drag CHAPTER 7. USING THE STRATA CS CLIENT 7-15 Printing items in views From To Drag SHIFT + Drag CTRL + Drag 7-16 STRATA CS CLIENT USER GUIDE Organizing the contents of a view in folders ________________ Private and public folders Using the Folder List CHAPTER 7. USING THE STRATA CS CLIENT 7-17 Viewing the folder list temporarily Managing folders Creating folders Deleting folders Renaming folders 7-18 STRATA CS CLIENT USER GUIDE Viewing public folders Managing the Deleted folder Emptying the Deleted folder CHAPTER 7. USING THE STRATA CS CLIENT 7-19 Sharing views and folders_______________________________ 7-20 STRATA CS CLIENT USER GUIDE CHAPTER 7. USING THE STRATA CS CLIENT 7-21 Viewing shared folders Deleting shared items 7-22 STRATA CS CLIENT USER GUIDE Using the audio controls________________________________ Recording and playing messages Using voice file bookmarks CHAPTER 7. USING THE STRATA CS CLIENT 7-23 Importing and exporting voice files Importing and Exporting Strata CS items __________________ Importing and exporting contacts 7-24 STRATA CS CLIENT USER GUIDE CHAPTER 7. USING THE STRATA CS CLIENT 7-25 7-26 STRATA CS CLIENT USER GUIDE Exporting the Extensions view CHAPTER 7. USING THE STRATA CS CLIENT 7-27 Exporting the Call Log 7-28 STRATA CS CLIENT USER GUIDE CHAPTER 8 USING PERSONAL STATUS 8-2 STRATA CS CLIENT USER GUIDE About personal status__________________________________ CHAPTER 8. USING PERSONAL STATUS 8-3 The Personal Status view _______________________________ The Personal Status button in the status bar Using predefined personal statuses_______________________ 8-4 STRATA CS CLIENT USER GUIDE Personal statuses for all users CHAPTER 8. USING PERSONAL STATUS 8-5 Additional personal statuses for call center agents 8-6 STRATA CS CLIENT USER GUIDE Selecting a personal status______________________________ Selecting a personal status in the Client Selecting a personal status on t he phon e CHAPTER 8. USING PERSONAL STATUS 8-7 Modifying a personal status _____________________________ Creating a custom personal status________________________ 8-8 STRATA CS CLIENT USER GUIDE CHAPTER 8. USING PERSONAL STATUS 8-9 8-10 STRATA CS CLIENT USER GUIDE Personal status and your active settings___________________ Changing your active settings Changing your active settings directly CHAPTER 8. USING PERSONAL STATUS 8-11 8-12 STRATA CS CLIENT USER GUIDE Personal status defaults ________________________________ CHAPTER 8. USING PERSONAL STATUS 8-13 Using the Where I Am default Setting personal status defaults 8-14 STRATA CS CLIENT USER GUIDE Changing the personal status of another user ______________ CHAPTER 9 U SING 9-2 STRATA CS CLIENT USER GUIDE The Extensions view ___________________________________ Extension view tabs CHAPTER 9. USING THE EXTENSIONS VIEW 9-3 Extensions view columns 9-4 STRATA CS CLIENT USER GUIDE Placing calls to an extension ____________________________ Automatically switching to the Call Monitor view Changing another users personal status__________________ Seeing the Extensions view elsewhere in the Client _________ CHAPTER 10 R ECEIVING IN THE CLIENT 10-2 STRATA CS CLIENT USER GUIDE About receiving and handling calls in the Client_____ ________ CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-3 The Call Monitor view 10-4 STRATA CS CLIENT USER GUIDE Call Monitor view tabs Call Monitor view panes CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-5 Displaying the Call Monitor view automatically______________ Selecting and acting on a call in the Call Monitor view________ 10-6 STRATA CS CLIENT USER GUIDE Double-clicking calls Commands while a call is ringing ________________________ Taking the call Sending the call to voice mail CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-7 Using grab-and-hold on the call 10-8 STRATA CS CLIENT USER GUIDE Transferring a call without talking to the caller first Commands after you answer a call _______________________ Putting a call on hold Callback for calls on hold CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-9 Transferring a call Drag-and-drop transferring Blind vs. supervised transfers 10-10 STRATA CS CLIENT USER GUIDE Transfer tips for Operator users CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-11 Recording a call Associating a call with a contact 10-12 STRATA CS CLIENT USER GUIDE Parking a call Unparking a call If no one answers the parked call CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-13 Muting a call Playing a callers name Disconnecting a call while staying on the phone Creating notes about a call 10-14 STRATA CS CLIENT USER GUIDE Call notification options ________________________________ Customized ring patterns Other options for incoming calls CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-15 Sharing your Call Monitor view __________________________ Viewing shared calls Using the Call Monitor view with hands-free answering ______ 10-16 STRATA CS CLIENT USER GUIDE Enabling and disabling hands-free answering in the Client Using the Call Monitor view with voice-first answering____ Enabling and disabling voice-first answering in the Client P LACING CALLS 11-2 S TRATA CS CLIENT USER GUIDE About Placing Calls in the Client _________________________ Placing a call _________________________________________ CHAPTER 11. PLACING CALLS IN THE CLIENT 11-3 Placing calls by using the toolbar Dial field 11-4 S TRATA CS CLIENT USER GUIDE Placing calls by using other contact managers Using dialing services __________________________________ CHAPTER 11. PLACING CALLS IN THE CLIENT 11-5 Entering a phone number by using a dialing service 11-6 S TRATA CS CLIENT USER GUIDE Checking a phone number CHAPTER 11. PLACING CALLS IN THE CLIENT 11-7 Redialing numbers and returning calls ____________________ Displaying the Call Monitor when you place a call ___________ Creating speed dial shortcuts____________________________ 11-8 S TRATA CS CLIENT USER GUIDE Working with conference calls ___________________________ CHAPTER 11. PLACING CALLS IN THE CLIENT 11-9 Adding a party to a conference 11-1 0 STRATA CS CLIENT USER GUIDE Conferencing separate calls together Transferring a conference call CHAPTER 11. PLACING CALLS IN THE CLIENT 11- 11 Using Hold and Disconnect on external callers Ending a conference call Page CHAPTER 12 W ORKING IN THE CLIENT 12-2 STRATA CS CLIENT USER GUIDE About working with voice messages in the Client ___________ The Voice Messages view CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-3 Knowing when you have new messages___________________ 12-4 STRATA CS CLIENT USER GUIDE System tray button Stutter dial tone New message tone E-mail and pager notifications CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-5 12-6 STRATA CS CLIENT USER GUIDE CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-7 Scheduling e-mail and pager notifications Schedule entries 12-8 STRATA CS CLIENT USER GUIDE CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-9 Listening to your voice messages ________________________ 12-10 STRATA CS CLIENT USER GUIDE Handling your voice messages __________________________ Forwarding a voice message CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-11 Replying to a voice message 12-12 STRATA CS CLIENT USER GUIDE Calling back the person who left a voice message E-mailing a voice message Broadcasting voice mail CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-13 Deleting voice messages Deleting a message permanently Microsoft Exchange Server sync hronizat ion Associating a voice message from Unknown with a contact 12-14 STRATA CS CLIENT USER GUIDE Organizing voice messages in folders_____________________ Sharing your voice messages ___________________________ CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-15 Viewing your voice mailbox size__________________________ Setting a maximum length for your voice messages Managing greetings ____________________________________ 12-16 STRATA CS CLIENT USER GUIDE Greetings for situations other tha n voi ce mail Space for greetings Using a grab-and-hold greeting Greetings and personal status CHAPTER 12. WORKING WITH VOICE MESSAGES IN THE CLIENT 12-17 The Greetings view The active greeting 12-18 STRATA CS CLIENT USER GUIDE The personal status default greet ing Recording a new greeting E-mailing a greeting CHAPTER 13 U SING 13-2 STRATA CS CLIENT USER GUIDE The Call Log view________________________________ ______ Call Log view columns CHAPTER 13. USING THE CALL LOG VIEW 13-3 13-4 STRATA CS CLIENT USER GUIDE Viewing call details Call Details columns CHAPTER 13. USING THE CALL LOG VIEW 13-5 Viewing inbound or outbound calls only 13-6 STRATA CS CLIENT USER GUIDE Taking notes on a Call Log entry _________________________ Hiding and showing the Detail pane Associating a call from Unknown with a contact __________ Returning a call in the Call Log view ______________________ CHAPTER 13. USING THE CALL LOG VIEW 13-7 Reporting on the Call Log _______________________________ Page C ALL FORWARDING L 14-2 STRATA CS CLIENT USER GUIDE About call forwarding and routing lists____________________ Call forwarding and the Where I Am setting The Where I Am default Forwarding calls ______________________________________ CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-3 Forwarding calls by using the telephone commands Forwarding calls in the Client 14-4 STRATA CS CLIENT USER GUIDE CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-5 14-6 STRATA CS CLIENT USER GUIDE Receiving forwarded ACD workgroup calls Placing calls at another users extension Call forwarding and voice mail Forwarding calls over Centrex or PBX trunks CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-7 Using routing lists _____________________________________ How routing lists move from step to step Caller options while following a routing list 14-8 STRATA CS CLIENT USER GUIDE Mobile phone issues with routing lists The Routing Lists view The Standard routing list CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-9 The active routing list The personal status default ro utin g list Creating a new routing list 14-10 STRATA CS CLIENT USER GUIDE CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-11 14-12 STRATA CS CLIENT USER GUIDE CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-13 Routing calls to workgroups 14-14 STRATA CS CLIENT USER GUIDE Using greetings with routing lists Matching active greetings with active routing lists CHAPTER 14. CALL FORWARDING AND ROUTING LISTS 14-15 Page MANAGING CONTACTS AND W 15-2 STRATA CS CLIENT USER GUIDE About contact management and Strat a CS_________________ The Contacts view _____________________________________ Using contacts folders Using the A-Z buttons for quick access CHAPTER 15. MANAGING CONTACTS AND WORKGROUPS 15-3 Managing contacts in the Client __________________________ Using Strata CS Client contacts Using contacts in another contact manager 15-4 STRATA CS CLIENT USER GUIDE Using the Strata CS Contact Manager Assistant Entering a new contact CHAPTER 15. MANAGING CONTACTS AND WORKGROUPS 15-5 15-6 STRATA CS CLIENT USER GUIDE CHAPTER 15. MANAGING CONTACTS AND WORKGROUPS 15-7 Sharing your contacts Teaching Strata CS to recognize your contacts______________ 15-8 STRATA CS CLIENT USER GUIDE Identifying contacts by name CHAPTER 15. MANAGING CONTACTS AND WORKGROUPS 15-9 Adding phone numbers for contact recog nition Deleting a number from the Incoming Caller ID list 15-10 STRATA CS CLIENT USER GUIDE Associating a call or caller ID number with a contact CHAPTER 15. MANAGING CONTACTS AND WORKGROUPS 15-11 15-12 STRATA CS CLIENT USER GUIDE Understanding name and number on caller ID Using contact PINs for guaranteed recognition CHAPTER 15. MANAGING CONTACTS AND WORKGROUPS 15-13 Using workgroups _____________________________________ 15-14 STRATA CS CLIENT USER GUIDE Personal and public workgroups CHAPTER 15. MANAGING CONTACTS AND WORKGROUPS 15-15 The Workgroups view Creating a workgroup 15-16 STRATA CS CLIENT USER GUIDE Calling a workgroup USING CALL RULES 16-2 STRATA CS CLIENT USER GUIDE About call rules _______________________________________ Call Rules overview Distinguishing which incoming calls activate the call rule Determining how the call rule handles calls CHAPTER 16. USING CALL RULES 16-3 The Call Rules view____________________________________ 16-4 STRATA CS CLIENT USER GUIDE Creating a new call rule_________________________________ CHAPTER 16. USING CALL RULES 16-5 Combining caller and schedule conditions Setting caller conditions Setting schedule conditions 16-6 STRATA CS CLIENT USER GUIDE Specifying custom hours CHAPTER 16. USING CALL RULES 16-7 16-8 STRATA CS CLIENT USER GUIDE Selecting how a call rule handles a call Enabling or disabling a call rule __________________________ CHAPTER 16. USING CALL RULES 16-9 Choosing the priority of a call rule________________________ 16-10 STRATA CS CLIENT USER GUIDE Ignoring all call rules ___________________________________ CHAPTER 17 W ORKING A 17-2 STRATA CS CLIENT USER GUIDE Whether this chapter applies to you ______________________ About call centers _____________________________________ Basic call center terminology CHAPTER 17. WORKING AS A CALL CENTER AGENT 17-3 Signing in, signing out, and taking breaks__________________ Signing in Signing out 17-4 STRATA CS CLIENT USER GUIDE Taking a break Signing in at another extension CHAPTER 17. WORKING AS A CALL CENTER AGENT 17-5 Receiving and handling queue calls ______________________ Using the Call Monitor tabs 17-6 STRATA CS CLIENT USER GUIDE Wrap-up time Terminating your wrap-up time early CHAPTER 17. WORKING AS A CALL CENTER AGENT 17-7 Placing calls from a queue ______________________________ Marking all calls Finding out how calls are currently marked 17-8 STRATA CS CLIENT USER GUIDE Popping up caller information ___________________________ What call center agents need to know to get the job done ____ Working remotely______________________________________ CHAPTER 18 CUSTOMIZING YOUR CLIENT 18-2 STRATA CS CLIENT USER GUIDE About customizing your Client___________________________ Customizing telephone behavior_________________________ Recording a voice title CHAPTER 18. CUSTOMIZING YOUR CLIENT 18-3 Changing the language of telephone command prompts Customizing or turning off call announcing 18-4 STRATA CS CLIENT USER GUIDE CHAPTER 18. CUSTOMIZING YOUR CLIENT 18-5 Customizing or turning off call waiting 18-6 STRATA CS CLIENT USER GUIDE Turning callback for calls on hold on and off Changing your personal Operator Customizing your listing in the dial-by-name directory CHAPTER 18. CUSTOMIZING YOUR CLIENT 18-7 Customizing how long your phone rings Changing ring patterns 18-8 STRATA CS CLIENT USER GUIDE Enabling and disabling hands-free answering Enabling and disabling voice-first answering CHAPTER 18. CUSTOMIZING YOUR CLIENT 18-9 Customizing incoming call behavior ______________________ Customizing voice message behavior _____________________ Setting voice message playback order 18-10 STRATA CS CLIENT USER GUIDE Customizing the Client for Operators _____________________ Customizing the Client display___________________________ Showing or hiding Client window elements Defining double-click behavior in the Contacts view CHAPTER 18. CUSTOMIZING YOUR CLIENT 18-11 Customizing columns Showing and hiding columns Moving columns 18-12 STRATA CS CLIENT USER GUIDE Resizing columns Changing how names are displayed CHAPTER 18. CUSTOMIZING YOUR CLIENT 18-13 Other customization options_____________________________ Feature Description See Page APPENDIX A T R Call announcing commands_____________________________ Call announcing commands 1 2 3 4 Call handling commands _______________________________ Quick call commands __________________________________ Quick commands for call center agents A-4 STRATA CS CLIENT USER GUIDE Quick call commands Voice Mail/Account menu _______________________________ *51 *52 *53 *54 Logging in Voice Mail/Account menu commands Page Page APPENDIX B L OGGING COMMAND-LINE SWITCHES Page APPENDIX C REPORTING PROBLEMS C-2 STRATA CS CLIENT USER GUIDE Reporting a problem with a specific call or message APPENDIX C. REPORTING PROBLEMS C-3 Page I Symbols A B C Page Page D E F G H I L M N O P R S Page T U V W