Using Call Rules 16-1 | Toshiba Strata CS guide

Private and public contacts	15-3
Changing double-click behavior	15-3
Managing contacts in the Client	15-3
Using Strata CS Client contacts	15-3
Using contacts in another contact manager	15-3
Entering a new contact	15-4
Sharing your contacts	15-7
Teaching Strata CS to recognize your contacts	15-7
Identifying contacts by name	15-8
Associating a call or caller ID number with a contact	15-10
Understanding name and number on caller ID	15-12
Using contact PINs for guaranteed recognition	15-12
Using workgroups	15-13
Personal and public workgroups	15-14
The Workgroups view	15-15
Creating a workgroup	15-15
Calling a workgroup	15-16

Chapter 16. Using Call Rules	16-1
About call rules	16-2
Call Rules overview	16-2
Examples of how you can use call rules	16-3
The Call Rules view	16-3
Creating a new call rule	16-4
Combining caller and schedule conditions	16-5
Setting caller conditions	16-5
Setting schedule conditions	16-5
Selecting how a call rule handles a call	16-8
Enabling or disabling a call rule	16-8
Choosing the priority of a call rule	16-9
Ignoring all call rules	16-10

Chapter 17. Working as a Call Center Agent	17-1
Whether this chapter applies to you	17-2
About call centers	17-2
Basic call center terminology	17-2
Signing in, signing out, and taking breaks	17-3
Signing in	17-3
Signing out	17-3
Taking a break	17-4
Signing in at another extension	17-4
Receiving and handling queue calls	17-5

CONTENTS

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

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Toshiba Strata CS manual Using Call Rules 16-1

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 telephone Accessing Strata CSUsing 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 tableStrata 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 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 phoneTo 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 callsPlacing 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 phoneAbout 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 Answering a call at another ringing phone Handling calls with the phoneReceiving 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 callTo perform a blind transfer To perform a supervised transfer Sending a call to voice mail Disconnecting from a call and remaining on the lineCreating a conference call To create a conference call by adding parties Unparking a call Parking a callPutting a call on silent hold To create a conference call from separate calls Getting a dial tone to start another call Using hands-free answeringEntering an account code for a call Enabling and disabling hands-free answering Using voice-first answering To turn on call forwarding Forwarding your callsTo turn call forwarding off on the phone Log in to your account Press 5Page 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 commandsCustomizing voice message playback order Quick-dial to hear your voice mail Replying to a message Deleting and undeleting messagesForwarding a message To reply to a message Calling back a message Sending a message directly to a user’s voice mailTo 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 phonePage 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 receive calls at a remote phone To place a call through Strata CSTo 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 FlashPutting a call on hold at a remote phone Logging off at a remote phone Using the Strata CS Client remotely Using the Web ClientAccessing the Web Client Web Client limitationsPage 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 IDTo change the Strata CS Server or station ID Logging on with command-line switches Changing your passwordLogging on at another workstation Logging on as a different user Exiting the Client Menu barToolbar Customizing the Client display Hiding and showing Client window elementsView bar Folder List General To open a viewVoice Messages Call Monitor Adding the Calls pane to any open view Managing views and items Using commands in a viewAdding 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 viewsDeleting voice messages and other items To create a new item that is based on an existing item Cutting and pasting items Renaming itemsTo permanently delete a voice message from your Inbox To delete other items Dragging and dropping items Copying and pasting items Extension CallContact Voice Message Call Log Printing items in views Organizing the contents of a view in folders Viewing the folder list temporarily Managing foldersCreating folders Deleting folders Managing the Deleted folder Viewing public foldersAdding 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 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 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 viewPersonal 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 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 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 columnsTitle Forwarding Automatically switching to the Call Monitor view Seeing the Extensions view elsewhere in the ClientPlacing 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 viewTo display the Call Monitor view automatically Double-clicking calls Commands while a call is ringingTaking 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 callTo 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 callCallback for calls on hold See Transferring a call on Drag-and-drop transferring Callback is not available when working at a remote phoneBlind vs. supervised transfers To transfer a call Transfer tips for Operator users Associating a call with a contact Recording a callTo 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 Muting a call Disconnecting a call while staying on the phonePlaying 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 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 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 Redialing numbers and returning calls Displaying the Call Monitor when you place a callCreating 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 togetherTo 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 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 toneStutter 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 entriesTo 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 messageTo reply to all recipients of a message Select the message Mailing a voice message Calling back the person who left a voice messageBroadcasting voice mail To call a person back Associating a voice message from Unknown with a contact Deleting voice messagesDeleting a message permanently Microsoft Exchange Server synchronization Sharing your voice messages Organizing voice messages in foldersMarking 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 messagesManaging greetings To view the amount of space remaining in your mailbox Greetings for situations other than voice mail Using a grab-and-hold greetingSpace 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 FromStart 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 entryReturning 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 settingAbout 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 Receiving forwarded ACD workgroup calls When you hang up, the station reverts to its regular userPlacing 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 Routing Lists view Mobile phone issues with routing listsRouting lists for individual callers Standard routing list Creating a new routing list Personal status default routing listActive 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 foldersAbout contact management and Strata CS Contacts view Using contacts in another contact manager Using Strata CS Client contactsManaging 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 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 contactsTo 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 OKTo associate a call with a contact 15-11 Understanding name and number on caller ID Using contact PINs for guaranteed recognition Using workgroups ExamplesTo enter a contact PIN Personal and public workgroups Creating a workgroup Workgroups view Calling a workgroup Using Call Rules Call Rules overview About call rulesDistinguishing 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 conditionsCombining 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 ruleSelecting 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 centersBasic call center terminology Signing in, signing out, and taking breaks SigningSigning 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 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 To change the telephone commands language Changing the language of telephone command promptsCustomizing 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 offCustomizing 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 voice-first answering Enabling and disabling hands-free answering Setting voice message playback order Customizing incoming call behaviorCustomizing voice message behavior Customizing the Client display Customizing the Client for OperatorsShowing or hiding Client window elements Defining double-click behavior in the Contacts view Showing and hiding columns Customizing columnsMoving columns To show or hide columns in a Client view Changing how names are displayed To move columns by using the Show Columns dialog boxResizing columns Sorting by column Other customization options Page 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 Page Command line switches for the Client are Logging on to the Client Using COMMAND-LINE SwitchesPage Reporting Problems To run the Problem Report Wizard Reporting a problem with a specific call or messageTo 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 upEntering, 15-13example, 15-13using Private, 15-3public Disconnecting a call Dialing options Dialing servicesEnabling 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, 7-16forwardingExporting 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 entriesPasting and copying items, 7-11,7-13PBX extension Permissions Recording Editing, 15-3permission to edit, 15-3viewing in Folder ListCreating new, 14-9greetings with Routing Lists view overview Notification, call announcing, 4-2call forwarding ViewWith 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