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 CS
Using the Strata CS Client application
About Strata CS
Using the Tapi Service Provider and the CMA
Using the Strata CS Web Client
Where to get help
Feature comparison table
Strata 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 title
To record a voice title on the phone
Recording your voice-mail greeting
Active greeting
Recording a new greeting
Recording a grab-and-hold greeting
Managing your greetings
Available space for greetings
Page
Placing Calls on the Phone
Dialing internal and external numbers
About placing calls on the phone
To dial an internal number
To dial an external number
If you are prompted to enter an account code
Entering account codes when placing calls
Dialing by name
Switching between calls
Placing calls while you are already on a call
Putting your current call on hold and placing a new call
Placing calls with * options
Sending a Flash command to Centrex or another PBX
Placing calls to an IP address
Answering and Handling Calls on the Phone
Answering a call using call announcing
Using the Flash button on your phone
About answering and handling calls on the phone
Answering Strata CS calls
Call waiting
How Strata CS gets the recording of the caller’s name
Call waiting options
Answering a call at another ringing phone
Handling calls with the phone
Receiving a call waiting tone from your telephone company
To answer any ringing phone
Putting a call on hold
Call-handling commands
Transferring one of multiple calls
Transferring a call
To perform a blind transfer
To perform a supervised transfer
Sending a call to voice mail
Disconnecting from a call and remaining on the line
Creating a conference call
To create a conference call by adding parties
Unparking a call
Parking a call
Putting a call on silent hold
To create a conference call from separate calls
Getting a dial tone to start another call
Using hands-free answering
Entering an account code for a call
Enabling and disabling hands-free answering
Using voice-first answering
To turn on call forwarding
Forwarding your calls
To turn call forwarding off on the phone
Log in to your account Press 5
Page
Working with Voice Messages on the Phone
About working with voice messages on the phone
Using message indicators
Listening to your voice messages
Voice message telephone commands
Customizing voice message playback order
Quick-dial to hear your voice mail
Replying to a message
Deleting and undeleting messages
Forwarding a message
To reply to a message
Calling back a message
Sending a message directly to a user’s voice mail
To forward a message
To call back a voice message
Voice mail from the caller’s point of view
To select a personal status on the telephone
Selecting a personal status on the phone
Page
Using Strata CS AT a Remote Phone
About using Strata CS at a remote phone
Logging in at a remote phone
Placing calls through Strata CS
To receive calls at a remote phone
To place a call through Strata CS
To end calls placed at a remote phone
To log out of Strata CS at a remote phone
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
Using the Strata CS Client remotely
Using the Web Client
Accessing the Web Client
Web Client limitations
Page
Using the Strata CS Client
Overview of the Client views
About the Strata CS Client
To log on manually or automatically to the Client
Logging on
To reset Strata CS so that a password is required
Changing the Strata CS Server and station ID
To change the Strata CS Server or station ID
Logging on with command-line switches
Changing your password
Logging on at another workstation
Logging on as a different user
Exiting the Client
Menu bar
Toolbar
Customizing the Client display
Hiding and showing Client window elements
View bar
Folder List
General
To open a view
Voice Messages
Call Monitor
Adding the Calls pane to any open view
Managing views and items
Using commands in a view
Adding the Extensions pane to the Call Monitor view
Open the view to which you want to add the Calls pane
Creating new items
Managing items in the views
Deleting voice messages and other items
To create a new item that is based on an existing item
Cutting and pasting items
Renaming items
To permanently delete a voice message from your Inbox
To delete other items
Dragging and dropping items
Copying and pasting items
Extension
Call
Contact
Voice Message Call Log
Printing items in views
Organizing the contents of a view in folders
Viewing the folder list temporarily
Managing folders
Creating folders
Deleting folders
Managing the Deleted folder
Viewing public folders
Adding folders to the view bar
Moving items between folders
To empty the Deleted folder automatically
Sharing views and folders
To share a view or folder
Deleting shared items
Viewing shared folders
Using the audio controls
Using voice file bookmarks
Recording and playing messages
Importing and Exporting Strata CS items
Importing and exporting voice files
Importing and exporting contacts
To import contacts from a .CSV file
Map the fields as follows
To export contacts to a .CSV file
Exporting the Extensions view
Exporting the Call Log
Beta Document Preliminary & Confidential
Using Personal Status
About personal status
Using predefined personal statuses
Personal Status view
Personal Status button in the status bar
Icon Status Description
Personal statuses for all users
Additional personal statuses for call center agents
Selecting a personal status
Selecting a personal status in the Client
Selecting a personal status on the phone
Modifying a personal status
Creating a custom personal status
To modify a personal status
To create a custom personal status
Beta Document Preliminary & Confidential
Personal status and your active settings
Changing your active settings
Changing your active settings directly
Beta Document Preliminary & Confidential
Personal status defaults
Setting personal status defaults
Using the Where I Am default
To set a personal status to use your defaults
To change another user’s personal status
Changing the personal status of another user
Using the Extensions View
Extension view tabs
Extensions view
Name Ext
Extensions view columns
Title
Forwarding
Automatically switching to the Call Monitor view
Seeing the Extensions view elsewhere in the Client
Placing 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 panes
Call Monitor view tabs
Displaying the Call Monitor view automatically
Selecting and acting on a call in the Call Monitor view
To display the Call Monitor view automatically
Double-clicking calls
Commands while a call is ringing
Taking the call
Sending the call to voice mail
To listen to a voice message as it is being left
Using grab-and-hold on the call
To use grab-and-hold on a call
Select the incoming call, and choose Actions Hold
Transferring a call without talking to the caller first
Commands after you answer a call
Callback for calls on hold
See Transferring a call on
Drag-and-drop transferring
Callback is not available when working at a remote phone
Blind vs. supervised transfers
To transfer a call
Transfer tips for Operator users
Associating a call with a contact
Recording a call
To record a call
To play a call you just recorded
If no one answers the parked call
To park a call
To answer a parked call from any Client program
Muting a call
Disconnecting a call while staying on the phone
Playing a caller’s name
Creating notes about a call
Call notification options
Customized ring patterns
Other options for incoming calls
Using the Call Monitor view with hands-free answering
Sharing your Call Monitor view
Viewing shared calls
Enabling and disabling hands-free answering in the Client
Using the Call Monitor view with voice-first answering
Placing Calls in the Client
Placing a call
About Placing Calls in the Client
Placing calls by using the toolbar Dial field
Placing calls by using other contact managers
Using dialing services
To enter a phone number by using a dialing service
Entering a phone number by using a dialing service
To enter a phone number
To enter an IP address
Checking a phone number
To enter a Centrex or a PBX extension
To check a phone number
Redialing numbers and returning calls
Displaying the Call Monitor when you place a call
Creating speed dial shortcuts
To create a speed dial shortcut
Working with conference calls
Adding a party to a conference
Transferring a conference call
Conferencing separate calls together
To add parties to a conference by dragging and dropping
To conference separate calls together
Using Hold and Disconnect on external callers
Ending a conference call
To place an external call on hold or disconnect
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Working with Voice Messages in the Client
Voice Messages view
About working with voice messages in the Client
Knowing when you have new messages
System tray button
To enable the new message tone
Stutter dial tone
New message tone
Click OK see Scheduling e-mail and pager notifications on
To receive e-mail notification
Click OK. See Scheduling e-mail and pager notifications on
To receive pager notification
Scheduling e-mail and pager notifications
Schedule entries
To define a schedule for notifications
12-8
On holidays. Notifications are sent on holidays
Forwarding a voice message
Handling your voice messages
To forward a voice message
Replying to a voice message
To reply to all recipients of a message
Select the message
Mailing a voice message
Calling back the person who left a voice message
Broadcasting voice mail
To call a person back
Associating a voice message from Unknown with a contact
Deleting voice messages
Deleting a message permanently
Microsoft Exchange Server synchronization
Sharing your voice messages
Organizing voice messages in folders
Marking a voice message Heard or Unheard
Marking a voice message Urgent or Private
Viewing your voice mailbox size
Setting a maximum length for your voice messages
Managing greetings
To view the amount of space remaining in your mailbox
Greetings for situations other than voice mail
Using a grab-and-hold greeting
Space for greetings
Greetings and personal status
Active greeting
Greetings view
Mailing a greeting
Personal status default greeting
Using the Call LOG View
Call Log view columns
Call Log view
Number
From
Start Time
Duration
Call Details columns
Viewing call details
Viewing inbound or outbound calls only
Associating a call from Unknown with a contact
Taking notes on a Call Log entry
Returning a call in the Call Log view
Hiding and showing the Detail pane
Reporting on the Call Log
Page
Call Forwarding and Routing Lists
Where I Am default
Call forwarding and the Where I Am setting
About call forwarding and routing lists
Forwarding calls
Forwarding calls by using the telephone commands
Forwarding calls in the Client
To turn call forwarding on
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 user
Placing calls at another user’s extension
Call forwarding and voice mail
Using routing lists
How routing lists move from step to step
Caller options while following a routing list
Routing Lists view
Mobile phone issues with routing lists
Routing lists for individual callers
Standard routing list
Creating a new routing list
Personal status default routing list
Active routing list
To make a routing list the active routing list
14-10
14-11
14-12
Routing calls to workgroups
Matching active greetings with active routing lists
Using greetings with routing lists
14-15
Page
Managing Contacts and Workgroups
Using the A-Z buttons for quick access
Using contacts folders
About contact management and Strata CS
Contacts view
Using contacts in another contact manager
Using Strata CS Client contacts
Managing contacts in the Client
Private and public contacts
Using the Strata CS Contact Manager Assistant
Entering a new contact
To run the Contact Manager Assistant CMA
To enter a contact’s name and basic information
Click OK to close the Phone Number dialog box
To enter a contact’s phone numbers
Teaching Strata CS to recognize your contacts
Sharing your contacts
To record a voice title for a contact
Identifying contacts by name
Deleting a number from the Incoming Caller ID list
Adding phone numbers for contact recognition
Associating a call or caller ID number with a contact
Click Delete and then click OK
To associate a call with a contact
15-11
Understanding name and number on caller ID
Using contact PINs for guaranteed recognition
Using workgroups
Examples
To enter a contact PIN
Personal and public workgroups
Creating a workgroup
Workgroups view
Calling a workgroup
Using Call Rules
Call Rules overview
About call rules
Distinguishing which incoming calls activate the call rule
Determining how the call rule handles calls
Examples of how you can use call rules
Call Rules view
To create a new call rule
Creating a new call rule
Setting caller conditions
Setting schedule conditions
Combining caller and schedule conditions
To set a schedule condition
Specifying custom hours
To have the call rule activate on an individual date
To have the call rule activate on a daily or weekly basis
To enable or disable a call rule
Enabling or disabling a call rule
Selecting how a call rule handles a call
To set the priority of a call rule
Choosing the priority of a call rule
Ignoring all call rules
Working AS a Call Center Agent
Whether this chapter applies to you
About call centers
Basic call center terminology
Signing in, signing out, and taking breaks
Signing
Signing out
Signing in at another extension
Taking a break
Receiving and handling queue calls
Using the Call Monitor tabs
Terminating your wrap-up time early
Wrap-up time
Placing calls from a queue
Marking all calls
Finding out how calls are currently marked
Popping up caller information
What call center agents need to know to get the job done
Working remotely
Customizing Your Client
About customizing your Client
Customizing telephone behavior
Recording a voice title
To change the telephone commands language
Changing the language of telephone command prompts
Customizing or turning off call announcing
To record a voice title in the Client
Internal. Calls from other Strata CS users
To customize call announcing or turn it off
To customize call waiting or turn it off
Customizing or turning off call waiting
Changing your personal Operator
Turning callback for calls on hold on and off
Customizing your listing in the dial-by-name directory
You are not running the Client Click OK
Customizing how long your phone rings
Changing ring patterns
To customize your dial-by-name listing
Enabling and disabling voice-first answering
Enabling and disabling hands-free answering
Setting voice message playback order
Customizing incoming call behavior
Customizing voice message behavior
Customizing the Client display
Customizing the Client for Operators
Showing or hiding Client window elements
Defining double-click behavior in the Contacts view
Showing and hiding columns
Customizing columns
Moving columns
To show or hide columns in a Client view
Changing how names are displayed
To move columns by using the Show Columns dialog box
Resizing columns
Sorting by column
Other customization options
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Call announcing commands
Telephone Commands Quick Reference
Quick call commands
Call handling commands
Are queue-related
Quick commands for call center agents
Available Non-Queue
Voice Mail/Account menu
Logging
Have Strata CS hang up # Dial tone to start another call
Voice Mail/Account menu commands
Personal Status commands
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Command line switches for the Client are
Logging on to the Client Using COMMAND-LINE Switches
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Reporting Problems
To run the Problem Report Wizard
Reporting a problem with a specific call or message
To e-mail the problem report package
Enter the following path
To save the problem report package to the Strata CS Server
Page
Advanced button on view bar, 7-8agent
Symbols
Call forwarding
With the Client, with the phone
Example of prioritizing, 16-9ignoring
Command-line switches, for the Client, B-1
Command-line switches, logging on with, 7-5commands
Placing participant on hold, setting up
Entering, 15-13example, 15-13using Private, 15-3public
Disconnecting a call
Dialing options Dialing services
Enabling Call rules
From the Client Ending a call from an outside line with **3
Greetings view Terminal, connecting to with the Client
Using to organize contents of a view, 7-16forwarding
Exporting
Extensions pane
Adding to conference call
Importing contacts, 7-24voice files
Button
Knowing when you have new messages, 12-3listening to
Pager notification
Notification of new e-mail messages schedule entries
Pasting and copying items, 7-11,7-13PBX extension
Permissions
Recording
Editing, 15-3permission to edit, 15-3viewing in Folder List
Creating new, 14-9greetings with
Routing Lists view overview
Notification, call announcing, 4-2call forwarding
View
With 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
Workgroups view
Message waiting light, 5-2stutter dial tone
