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Toshiba Strata CS manual

Models: Strata CS

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Toshiba Strata CS manual

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 Strata CS Client application Accessing Strata CSUsing the telephone About Strata CSUsing the Strata CS Web Client Using the Tapi Service Provider and the CMAStrata CS documentation Feature comparison tableWhere to get help 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 Managing your greetings Recording a grab-and-hold greetingAvailable space for greetings Page Placing Calls on the Phone To dial an internal number About placing calls on the phoneDialing internal and external numbers To dial an external numberEntering account codes when placing calls If you are prompted to enter an account codePlacing calls while you are already on a call Switching between callsDialing by name Putting your current call on hold and placing a new callSending a Flash command to Centrex or another PBX Placing calls with * optionsPlacing calls to an IP address Answering and Handling Calls on the Phone About answering and handling calls on the phone Using the Flash button on your phoneAnswering a call using call announcing Answering Strata CS callsCall waiting options Call waitingHow Strata CS gets the recording of the caller’s name Receiving a call waiting tone from your telephone company Handling calls with the phoneAnswering a call at another ringing phone To answer any ringing phoneCall-handling commands Putting a call on holdTo perform a blind transfer Transferring a callTransferring one of multiple calls To perform a supervised transferCreating a conference call Disconnecting from a call and remaining on the lineSending a call to voice mail To create a conference call by adding partiesPutting a call on silent hold Parking a callUnparking a call To create a conference call from separate callsEntering an account code for a call Using hands-free answeringGetting a dial tone to start another call Enabling and disabling hands-free answeringUsing voice-first answering To turn call forwarding off on the phone Forwarding your callsTo turn on call forwarding Log in to your account Press 5Page Working with Voice Messages on the Phone Using message indicators About working with voice messages on the phoneCustomizing voice message playback order Voice message telephone commandsListening to your voice messages Quick-dial to hear your voice mailForwarding a message Deleting and undeleting messagesReplying to a message To reply to a messageTo forward a message Sending a message directly to a user’s voice mailCalling back a message To call back a voice messageVoice mail from the caller’s point of view Selecting a personal status on the phone To select a personal status on the telephonePage 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 end calls placed at a remote phone To place a call through Strata CSTo receive calls at a remote phone To log out of Strata CS at a remote phonePutting a call on hold at a remote phone Using ** instead of FlashAnswering Strata CS calls at a remote phone Logging off at a remote phoneAccessing the Web Client Using the Web ClientUsing the Strata CS Client remotely Web Client limitationsPage Using the Strata CS Client About the Strata CS Client Overview of the Client viewsLogging on To log on manually or automatically to the ClientTo 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 at another workstation Changing your passwordLogging on with command-line switches Logging on as a different userToolbar Exiting the ClientMenu bar View bar Hiding and showing Client window elementsCustomizing the Client display Folder ListVoice Messages To open a viewGeneral Call MonitorAdding the Calls pane to any open view Adding the Extensions pane to the Call Monitor view Using commands in a viewManaging views and items Open the view to which you want to add the Calls paneDeleting voice messages and other items Managing items in the viewsCreating new items To create a new item that is based on an existing itemTo permanently delete a voice message from your Inbox Renaming itemsCutting and pasting items To delete other itemsCopying and pasting items Dragging and dropping itemsContact CallExtension Voice Message Call LogPrinting items in views Organizing the contents of a view in folders Creating folders Managing foldersViewing the folder list temporarily Deleting foldersAdding folders to the view bar Viewing public foldersManaging the Deleted folder Moving items between foldersSharing views and folders To empty the Deleted folder automaticallyTo share a view or folder Viewing shared folders Deleting shared itemsRecording 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 Exporting the Extensions view To export contacts to a .CSV fileExporting 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 Personal statuses for all users Icon Status DescriptionAdditional 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 Changing the personal status of another user To change another user’s personal statusUsing the Extensions View Extensions view Extension view tabsTitle Extensions view columnsName Ext ForwardingPlacing calls to an extension Seeing the Extensions view elsewhere in the ClientAutomatically switching to the Call Monitor view 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 tabs Call Monitor view panesTo display the Call Monitor view automatically Displaying the Call Monitor view automaticallySelecting and acting on a call in the Call Monitor view Taking the call Commands while a call is ringingDouble-clicking calls Sending the call to voice mailTo use grab-and-hold on a call Using grab-and-hold on the callTo listen to a voice message as it is being left Select the incoming call, and choose Actions HoldCallback for calls on hold Commands after you answer a callTransferring a call without talking to the caller first See Transferring a call onBlind vs. supervised transfers Callback is not available when working at a remote phoneDrag-and-drop transferring To transfer a callTransfer tips for Operator users To record a call Recording a callAssociating a call with a contact 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 Playing a caller’s name Disconnecting a call while staying on the phoneMuting a call 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 Using the Call Monitor view with voice-first answering Enabling and disabling hands-free answering in the ClientPlacing Calls in the Client About Placing Calls in the Client Placing a callPlacing calls by using the toolbar Dial field Using dialing services Placing calls by using other contact managersTo enter a phone number Entering a phone number by using a dialing serviceTo enter a phone number by using a dialing service To enter an IP addressTo check a phone number Checking a phone numberTo enter a Centrex or a PBX extension Creating speed dial shortcuts Displaying the Call Monitor when you place a callRedialing numbers and returning calls To create a speed dial shortcutWorking with conference calls Adding a party to a conference To add parties to a conference by dragging and dropping Conferencing separate calls togetherTransferring a conference call 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 About working with voice messages in the Client Voice Messages viewKnowing when you have new messages Stutter dial tone To enable the new message toneSystem tray button New message toneTo receive e-mail notification Click OK see Scheduling e-mail and pager notifications onTo receive pager notification Click OK. See Scheduling e-mail and pager notifications onTo define a schedule for notifications Scheduling e-mail and pager notificationsSchedule entries 12-8 On holidays. Notifications are sent on holidays Handling your voice messages Forwarding a voice messageTo reply to all recipients of a message Replying to a voice messageTo forward a voice message Select the messageBroadcasting voice mail Calling back the person who left a voice messageMailing a voice message To call a person backDeleting a message permanently Deleting voice messagesAssociating a voice message from Unknown with a contact Microsoft Exchange Server synchronizationMarking a voice message Heard or Unheard Organizing voice messages in foldersSharing your voice messages Marking a voice message Urgent or PrivateManaging greetings Setting a maximum length for your voice messagesViewing your voice mailbox size To view the amount of space remaining in your mailboxSpace for greetings Using a grab-and-hold greetingGreetings for situations other than voice mail Greetings and personal statusGreetings view Active greetingPersonal status default greeting Mailing a greetingUsing the Call LOG View Call Log view Call Log view columnsStart Time FromNumber DurationViewing call details Call Details columnsViewing inbound or outbound calls only Returning a call in the Call Log view Taking notes on a Call Log entryAssociating a call from Unknown with a contact Hiding and showing the Detail paneReporting on the Call Log Page Call Forwarding and Routing Lists About call forwarding and routing lists Call forwarding and the Where I Am settingWhere I Am default 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 Placing calls at another user’s extension When you hang up, the station reverts to its regular userReceiving forwarded ACD workgroup calls Call forwarding and voice mailCaller options while following a routing list Using routing listsHow routing lists move from step to step Routing lists for individual callers Mobile phone issues with routing listsRouting Lists view Standard routing listActive routing list Personal status default routing listCreating a new routing list To make a routing list the active routing list14-10 14-11 14-12 Routing calls to workgroups Using greetings with routing lists Matching active greetings with active routing lists14-15 Page Managing Contacts and Workgroups About contact management and Strata CS Using contacts foldersUsing the A-Z buttons for quick access Contacts viewManaging contacts in the Client Using Strata CS Client contactsUsing contacts in another contact manager 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 To enter a contact’s phone numbers Click OK to close the Phone Number dialog boxTo record a voice title for a contact Teaching Strata CS to recognize your contactsSharing your contacts Identifying contacts by name Adding phone numbers for contact recognition Deleting a number from the Incoming Caller ID listTo associate a call with a contact Associating a call or caller ID number with a contactClick Delete and then click OK 15-11 Using contact PINs for guaranteed recognition Understanding name and number on caller IDTo enter a contact PIN Using workgroupsExamples Personal and public workgroups Workgroups view Creating a workgroupCalling a workgroup Using Call Rules Distinguishing which incoming calls activate the call rule About call rulesCall Rules overview Determining how the call rule handles callsCall Rules view Examples of how you can use call rulesCreating a new call rule To create a new call ruleCombining caller and schedule conditions Setting caller conditionsSetting schedule conditions Specifying custom hours To set a schedule conditionTo have the call rule activate on a daily or weekly basis To have the call rule activate on an individual dateSelecting how a call rule handles a call To enable or disable a call ruleEnabling or disabling a call rule Choosing the priority of a call rule To set 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 Taking a break Signing in at another extensionUsing the Call Monitor tabs Receiving and handling queue callsWrap-up time Terminating your wrap-up time earlyFinding 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 Customizing or turning off call announcing Changing the language of telephone command promptsTo change the telephone commands language To record a voice title in the ClientTo customize call announcing or turn it off Internal. Calls from other Strata CS usersCustomizing or turning off call waiting To customize call waiting or turn it offCustomizing your listing in the dial-by-name directory Turning callback for calls on hold on and offChanging your personal Operator 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 hands-free answering Enabling and disabling voice-first answeringCustomizing voice message behavior Setting voice message playback orderCustomizing incoming call behavior Showing or hiding Client window elements Customizing the Client for OperatorsCustomizing the Client display Defining double-click behavior in the Contacts viewMoving columns Customizing columnsShowing and hiding columns To show or hide columns in a Client viewResizing columns To move columns by using the Show Columns dialog boxChanging how names are displayed Sorting by columnOther customization options Page Telephone Commands Quick Reference Call announcing commandsCall handling commands Quick call commandsQuick commands for call center agents Are queue-relatedVoice Mail/Account menu Available Non-QueueLogging Voice Mail/Account menu commands Have Strata CS hang up # Dial tone to start another callPersonal Status commands Page Logging on to the Client Using COMMAND-LINE Switches Command line switches for the Client arePage Reporting Problems To e-mail the problem report package Reporting a problem with a specific call or messageTo run the Problem Report Wizard Enter the following pathTo save the problem report package to the Strata CS Server Page Symbols Advanced button on view bar, 7-8agentCall forwarding Example of prioritizing, 16-9ignoring With the Client, with the phoneCommand-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 Enabling Call rules Dialing options Dialing servicesDisconnecting a call From the Client Ending a call from an outside line with **3Exporting Using to organize contents of a view, 7-16forwardingGreetings view Terminal, connecting to with the Client Extensions paneImporting contacts, 7-24voice files Adding to conference callKnowing when you have new messages, 12-3listening to ButtonPasting and copying items, 7-11,7-13PBX extension Notification of new e-mail messages schedule entriesPager notification PermissionsCreating new, 14-9greetings with Editing, 15-3permission to edit, 15-3viewing in Folder ListRecording Routing Lists view overviewWith voice mail, call rules Creating ViewNotification, call announcing, 4-2call forwarding 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 Message waiting light, 5-2stutter dial tone Workgroups view