Toshiba Strata CS guide

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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 CS Using the Strata CS Web Client Using the Tapi Service Provider and the CMA Feature comparison table Where to get helpStrata CS documentation Strata CS includes the following documentation Document 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 greeting Available 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 number Entering account codes when placing calls If you are prompted to enter an account code Switching between calls Dialing by namePlacing calls while you are already on a call Putting your current call on hold and placing a new call Sending a Flash command to Centrex or another PBX Placing calls with * options Placing 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 calls Call 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 phone Call-handling commands Putting a call on hold Transferring a call Transferring one of multiple callsTo perform a blind transfer To perform a supervised transfer Disconnecting from a call and remaining on the line Sending a call to voice mailCreating a conference call To create a conference call by adding parties Parking a call Unparking a callPutting a call on silent hold To create a conference call from separate calls Using hands-free answering Getting a dial tone to start another callEntering an account code for a call Enabling and disabling hands-free answering Using 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 phone Voice message telephone commands Listening to your voice messagesCustomizing voice message playback order Quick-dial to hear your voice mail Deleting and undeleting messages Replying to a messageForwarding a message To reply to a message Sending a message directly to a user’s voice mail Calling back a messageTo forward a message To call back a voice message Voice 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 phone Using ** instead of Flash Answering Strata CS calls at a remote phonePutting a call on hold at a remote phone Logging off at a remote phone Using 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 views Logging on To log on manually or automatically to the Client To 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 user Exiting the Client Menu barToolbar Hiding and showing Client window elements Customizing the Client displayView bar Folder List To open a view GeneralVoice Messages Call Monitor Adding 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 pane Managing items in the views Creating new itemsDeleting voice messages and other items To create a new item that is based on an existing item Renaming items Cutting and pasting itemsTo permanently delete a voice message from your Inbox To delete other items Copying and pasting items Dragging and dropping items Call ExtensionContact Voice Message Call Log Printing items in views Organizing the contents of a view in folders Managing folders Viewing the folder list temporarilyCreating folders Deleting folders Viewing public folders Managing the Deleted folderAdding folders to the view bar Moving items between folders Sharing views and folders To empty the Deleted folder automatically To share a view or folder Viewing shared folders Deleting shared items Using 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 file Exporting 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 Description Additional 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 status Using the Extensions View Extensions view Extension view tabs Extensions view columns Name ExtTitle Forwarding Seeing the Extensions view elsewhere in the Client Automatically switching to the Call Monitor viewPlacing calls to an extension Changing another user’s personal status Receiving and Handling Calls in the Client About receiving and handling calls in the Client Call Monitor view Call Monitor view tabs Call Monitor view panes Displaying 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 mail Using 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 Hold Commands after you answer a call Transferring a call without talking to the caller firstCallback for calls on hold See Transferring a call on Callback is not available when working at a remote phone Drag-and-drop transferringBlind vs. supervised transfers To transfer a call Transfer tips for Operator users Recording a call Associating a call with a contactTo record a call To play a call you just recorded If 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 call Call 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 Client Placing Calls in the Client About Placing Calls in the Client Placing a call Placing calls by using the toolbar Dial field Using dialing services Placing calls by using other contact managers Entering 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 address Checking 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 shortcut Working 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 together Using 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 view Knowing when you have new messages To enable the new message tone System tray buttonStutter dial tone New message tone To receive e-mail notification Click OK see Scheduling e-mail and pager notifications on To receive pager notification Click OK. See Scheduling e-mail and pager notifications on Scheduling 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 message Replying to a voice message To forward a voice messageTo reply to all recipients of a message Select the message Calling back the person who left a voice message Mailing a voice messageBroadcasting voice mail To call a person back Deleting voice messages Associating a voice message from Unknown with a contactDeleting a message permanently Microsoft Exchange Server synchronization Organizing voice messages in folders Sharing your voice messagesMarking a voice message Heard or Unheard Marking a voice message Urgent or Private Setting a maximum length for your voice messages Viewing your voice mailbox sizeManaging greetings To view the amount of space remaining in your mailbox Using a grab-and-hold greeting Greetings for situations other than voice mailSpace for greetings Greetings and personal status Greetings view Active greeting Personal status default greeting Mailing a greeting Using the Call LOG View Call Log view Call Log view columns From NumberStart Time Duration Viewing call details Call Details columns Viewing 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 pane Reporting 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 calls Forwarding 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 mail Using 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 list Personal status default routing list Creating a new routing listActive routing list To make a routing list the active routing list 14-10 14-11 14-12 Routing calls to workgroups Using greetings with routing lists Matching active greetings with active routing lists 14-15 Page Managing Contacts and Workgroups Using contacts folders Using the A-Z buttons for quick accessAbout contact management and Strata CS Contacts view Using Strata CS Client contacts Using contacts in another contact managerManaging contacts in the Client Private and public contacts Using 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 box Teaching 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 list Associating 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 ID Using workgroups ExamplesTo enter a contact PIN Personal and public workgroups Workgroups view Creating a workgroup Calling a workgroup Using Call Rules About call rules Call Rules overviewDistinguishing which incoming calls activate the call rule Determining how the call rule handles calls Call Rules view Examples of how you can use call rules Creating a new call rule To create a new call rule Setting caller conditions Setting schedule conditionsCombining caller and schedule conditions Specifying custom hours To set a schedule condition To have the call rule activate on a daily or weekly basis To have the call rule activate on an individual date To 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 rule Ignoring 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 extension Using the Call Monitor tabs Receiving and handling queue calls Wrap-up time Terminating your wrap-up time early Placing 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 Client To customize call announcing or turn it off Internal. Calls from other Strata CS users Customizing or turning off call waiting To customize call waiting or turn it off Turning 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 OK Customizing 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 answering Setting 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 view Customizing columns Showing and hiding columnsMoving columns To show or hide columns in a Client view To move columns by using the Show Columns dialog box Changing how names are displayedResizing columns Sorting by column Other customization options Page Telephone Commands Quick Reference Call announcing commands Call handling commands Quick call commands Quick commands for call center agents Are queue-related Voice Mail/Account menu Available Non-Queue Logging Voice Mail/Account menu commands Have Strata CS hang up # Dial tone to start another call Personal 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 path To save the problem report package to the Strata CS Server Page Symbols Advanced button on view bar, 7-8agent Call forwarding Example of prioritizing, 16-9ignoring With the Client, with the phone Command-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 **3 Using to organize contents of a view, 7-16forwarding Greetings view Terminal, connecting to with the ClientExporting Extensions pane Importing contacts, 7-24voice files Adding to conference call Knowing when you have new messages, 12-3listening to Button Notification of new e-mail messages schedule entries Pager notificationPasting and copying items, 7-11,7-13PBX extension Permissions Editing, 15-3permission to edit, 15-3viewing in Folder List RecordingCreating new, 14-9greetings with Routing Lists view overview View Notification, call announcing, 4-2call forwardingWith voice mail, call rules Creating Play a recording of the caller’s name over your speakers To call workgroup, 14-13using greetings with Call Monitor view, Routing Lists, 14-8Schedule Notifications Message waiting light, 5-2stutter dial tone Workgroups view