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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 Accessing Strata CS Using the telephoneUsing the Strata CS Client application About Strata CSUsing the Strata CS Web Client Using the Tapi Service Provider and the CMAFeature comparison table Where to get helpStrata CS documentation Strata CS includes the following documentationDocument Printed Online Book Technical support Recording Your Voice Title and VOICE-MAIL Greeting About recording your voice title and voice-mail greeting Recording your voice titleTo record a voice title on the phone Recording your voice-mail greeting Active greetingRecording a new greeting Managing your greetings Recording a grab-and-hold greetingAvailable space for greetings Page Placing Calls on the Phone About placing calls on the phone Dialing internal and external numbersTo dial an internal number To dial an external numberEntering account codes when placing calls If you are prompted to enter an account codeSwitching between calls Dialing by namePlacing calls while you are already on a call 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 Using the Flash button on your phone Answering a call using call announcingAbout answering and handling calls on the phone Answering Strata CS callsCall waiting How Strata CS gets the recording of the caller’s nameCall waiting options Handling calls with the phone Answering a call at another ringing phoneReceiving a call waiting tone from your telephone company To answer any ringing phoneCall-handling commands Putting a call on holdTransferring a call Transferring one of multiple callsTo perform a blind transfer To perform a supervised transferDisconnecting from a call and remaining on the line Sending a call to voice mailCreating a conference call To create a conference call by adding partiesParking a call Unparking a callPutting a call on silent hold To create a conference call from separate callsUsing hands-free answering Getting a dial tone to start another callEntering an account code for a call Enabling and disabling hands-free answeringUsing voice-first answering Forwarding your calls To turn on call forwardingTo turn call forwarding off on the phone Log in to your account Press 5Page Working with Voice Messages on the Phone Using message indicators About working with voice messages on the phoneVoice message telephone commands Listening to your voice messagesCustomizing voice message playback order Quick-dial to hear your voice mailDeleting and undeleting messages Replying to a messageForwarding a message To reply to a messageSending a message directly to a user’s voice mail Calling back a messageTo forward 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 About using Strata CS at a remote phone Logging in at a remote phonePlacing calls through Strata CS To place a call through Strata CS To receive calls at a remote phoneTo end calls placed at a remote phone To log out of Strata CS at a remote phoneUsing ** instead of Flash Answering Strata CS calls at a remote phonePutting a call on hold at a remote phone Logging off at a remote phoneUsing the Web Client Using the Strata CS Client remotelyAccessing the Web Client 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 reset Strata CS so that a password is required Changing the Strata CS Server and station IDTo change the Strata CS Server or station ID Changing your password Logging on with command-line switchesLogging on at another workstation Logging on as a different userExiting the Client Menu barToolbar Hiding and showing Client window elements Customizing the Client displayView bar Folder ListTo open a view GeneralVoice Messages Call MonitorAdding the Calls pane to any open view Using commands in a view Managing views and itemsAdding the Extensions pane to the Call Monitor view Open the view to which you want to add the Calls paneManaging items in the views Creating new itemsDeleting voice messages and other items To create a new item that is based on an existing itemRenaming items Cutting and pasting itemsTo permanently delete a voice message from your Inbox To delete other itemsCopying and pasting items Dragging and dropping itemsCall ExtensionContact Voice Message Call LogPrinting items in views Organizing the contents of a view in folders Managing folders Viewing the folder list temporarilyCreating folders Deleting foldersViewing public folders Managing the Deleted folderAdding folders to the view bar Moving items between foldersSharing views and folders To empty the Deleted folder automaticallyTo share a view or folder Viewing shared folders Deleting shared itemsUsing the audio controls Using voice file bookmarksRecording and playing messages Importing and Exporting Strata CS items Importing and exporting voice filesImporting and exporting contacts 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 Using predefined personal statuses Personal Status viewPersonal Status button in the status bar Personal statuses for all users Icon Status DescriptionAdditional personal statuses for call center agents Selecting a personal status Selecting a personal status in the ClientSelecting a personal status on the phone Modifying a personal status Creating a custom personal statusTo modify a personal status To create a custom personal status Beta Document Preliminary & Confidential Personal status and your active settings Changing your active settingsChanging your active settings directly Beta Document Preliminary & Confidential Personal status defaults Setting personal status defaults Using the Where I Am defaultTo set a personal status to use your defaults Changing the personal status of another user To change another user’s personal statusUsing the Extensions View Extensions view Extension view tabsExtensions view columns Name ExtTitle ForwardingSeeing the Extensions view elsewhere in the Client Automatically switching to the Call Monitor viewPlacing 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 tabs Call Monitor view panesDisplaying the Call Monitor view automatically Selecting and acting on a call in the Call Monitor viewTo display the Call Monitor view automatically Commands while a call is ringing Double-clicking callsTaking the call Sending the call to voice mailUsing grab-and-hold on the call To listen to a voice message as it is being leftTo use grab-and-hold on a call Select the incoming call, and choose Actions HoldCommands after you answer a call Transferring a call without talking to the caller firstCallback for calls on hold See Transferring a call onCallback is not available when working at a remote phone Drag-and-drop transferringBlind vs. supervised transfers To transfer a callTransfer tips for Operator users Recording a call Associating a call with a contactTo record a call To play a call you just recordedIf no one answers the parked call To park a callTo answer a parked call from any Client program Disconnecting a call while staying on the phone Muting a callPlaying a caller’s name Creating notes about a callCall notification options Customized ring patternsOther options for incoming calls Using the Call Monitor view with hands-free answering Sharing your Call Monitor viewViewing shared calls 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 managersEntering a phone number by using a dialing service To enter a phone number by using a dialing serviceTo enter a phone number To enter an IP addressChecking a phone number To enter a Centrex or a PBX extensionTo check a phone number Displaying the Call Monitor when you place a call Redialing numbers and returning callsCreating speed dial shortcuts To create a speed dial shortcutWorking with conference calls Adding a party to a conference Conferencing separate calls together Transferring a conference callTo add parties to a conference by dragging and dropping To conference separate calls togetherUsing Hold and Disconnect on external callers Ending a conference callTo place an external call on hold or disconnect Page Working with Voice Messages in the Client About working with voice messages in the Client Voice Messages viewKnowing when you have new messages To enable the new message tone System tray buttonStutter dial tone 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 onScheduling e-mail and pager notifications Schedule entriesTo define a schedule for notifications 12-8 On holidays. Notifications are sent on holidays Handling your voice messages Forwarding a voice messageReplying to a voice message To forward a voice messageTo reply to all recipients of a message Select the messageCalling back the person who left a voice message Mailing a voice messageBroadcasting voice mail To call a person backDeleting voice messages Associating a voice message from Unknown with a contactDeleting a message permanently Microsoft Exchange Server synchronizationOrganizing voice messages in folders Sharing your voice messagesMarking a voice message Heard or Unheard Marking a voice message Urgent or PrivateSetting a maximum length for your voice messages Viewing your voice mailbox sizeManaging greetings To view the amount of space remaining in your mailboxUsing a grab-and-hold greeting Greetings for situations other than voice mailSpace for greetings Greetings and personal statusGreetings view Active greetingPersonal status default greeting Mailing a greetingUsing the Call LOG View Call Log view Call Log view columnsFrom NumberStart Time DurationViewing call details Call Details columnsViewing inbound or outbound calls only Taking notes on a Call Log entry Associating a call from Unknown with a contactReturning a call in the Call Log view Hiding and showing the Detail paneReporting on the Call Log Page Call Forwarding and Routing Lists Call forwarding and the Where I Am setting Where I Am defaultAbout call forwarding and routing lists Forwarding callsForwarding calls by using the telephone commands Forwarding calls in the ClientTo turn call forwarding on 14-4 To turn call forwarding off in the Client When you hang up, the station reverts to its regular user Receiving forwarded ACD workgroup callsPlacing calls at another user’s extension Call forwarding and voice mailUsing routing lists How routing lists move from step to stepCaller options while following a routing list Mobile phone issues with routing lists Routing Lists viewRouting lists for individual callers Standard routing listPersonal status default routing list Creating a new routing listActive 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 Using contacts folders Using the A-Z buttons for quick accessAbout contact management and Strata CS Contacts viewUsing Strata CS Client contacts Using contacts in another contact managerManaging contacts in the Client Private and public contactsUsing the Strata CS Contact Manager Assistant Entering a new contactTo run the Contact Manager Assistant CMA To enter a contact’s name and basic information To enter a contact’s phone numbers Click OK to close the Phone Number dialog boxTeaching Strata CS to recognize your contacts Sharing your contactsTo record a voice title for a contact Identifying contacts by name Adding phone numbers for contact recognition Deleting a number from the Incoming Caller ID listAssociating a call or caller ID number with a contact Click Delete and then click OKTo associate a call with a contact 15-11 Using contact PINs for guaranteed recognition Understanding name and number on caller IDUsing workgroups ExamplesTo enter a contact PIN Personal and public workgroups Workgroups view Creating a workgroupCalling a workgroup Using Call Rules About call rules Call Rules overviewDistinguishing which incoming calls activate the call rule 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 ruleSetting caller conditions Setting schedule conditionsCombining caller and 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 dateTo enable or disable a call rule Enabling or disabling a call ruleSelecting how a call rule handles a call Choosing the priority of a call rule To set the priority of a call ruleIgnoring all call rules Working AS a Call Center Agent Whether this chapter applies to you About call centersBasic call center terminology Signing in, signing out, and taking breaks SigningSigning out Taking a break Signing in at another extensionUsing the Call Monitor tabs Receiving and handling queue callsWrap-up time Terminating your wrap-up time earlyPlacing calls from a queue Marking all callsFinding out how calls are currently marked Popping up caller information What call center agents need to know to get the job doneWorking remotely Customizing Your Client About customizing your Client Customizing telephone behaviorRecording a voice title Changing the language of telephone command prompts To change the telephone commands languageCustomizing or turning off call announcing 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 offTurning callback for calls on hold on and off Changing your personal OperatorCustomizing your listing in the dial-by-name directory You are not running the Client Click OKCustomizing how long your phone rings Changing ring patternsTo customize your dial-by-name listing Enabling and disabling hands-free answering Enabling and disabling voice-first answeringSetting voice message playback order Customizing incoming call behaviorCustomizing voice message behavior Customizing the Client for Operators Customizing the Client displayShowing or hiding Client window elements Defining double-click behavior in the Contacts viewCustomizing columns Showing and hiding columnsMoving columns To show or hide columns in a Client viewTo move columns by using the Show Columns dialog box Changing how names are displayedResizing columns 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 Reporting a problem with a specific call or message To run the Problem Report WizardTo e-mail the problem report package 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 Command-line switches, logging on with, 7-5commands Placing participant on hold, setting upEntering, 15-13example, 15-13using Private, 15-3public Dialing options Dialing services Disconnecting a callEnabling Call rules From the Client Ending a call from an outside line with **3Using to organize contents of a view, 7-16forwarding Greetings view Terminal, connecting to with the ClientExporting Extensions paneImporting contacts, 7-24voice files Adding to conference callKnowing when you have new messages, 12-3listening to ButtonNotification of new e-mail messages schedule entries Pager notificationPasting and copying items, 7-11,7-13PBX extension PermissionsEditing, 15-3permission to edit, 15-3viewing in Folder List RecordingCreating new, 14-9greetings with Routing Lists view overviewView Notification, call announcing, 4-2call forwardingWith 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 Message waiting light, 5-2stutter dial tone Workgroups view