Telecommunication Systems Division Release 4.
Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc.
CONTENTS Chapter 1. Overview of Upgrading and Configuring Strata CS Welcome to Strata CS...........................................................................1-2 Significant Strata CS features........................................................... 1-2 What’s New in Strata CS 4.0.................................................................1-3 Miscellaneous new features.............................................................. 1-6 What’s automatically upgraded.................................
Logging internal calls......................................................................... 4-8 Archiving the Call Log ....................................................................... 4-8 The Storage tab .................................................................................. 4-10 Allocating disk space....................................................................... 4-11 Moving voice files ............................................................................
Adding the Robbed Bit T1 span in the Trunks view........................ 5-13 Using a signaling template .............................................................. 5-15 Entering trunk defaults for a span ................................................... 5-16 Adding a digital ISDN or CAS span.....................................................5-17 Adding a digital ISDN BRI span ..........................................................5-18 Optimizing your ISDN settings ................................
The Dialing tab.................................................................................... 6-33 Setting account code modes........................................................... 6-35 The Permissions tab ........................................................................... 6-37 New Role ............................................................................................ 6-39 The Other tab......................................................................................
Routing services..................................................................................8-29 How you can use routing services .................................................. 8-30 An example of routing rules ............................................................ 8-31 Adding a routing service.................................................................. 8-33 Routing Rules tab............................................................................ 8-35 Add a new routing rule ........
Restarting stations or trunks............................................................ 11-6 Starting a new Server log ................................................................ 11-7 Using the Call Log .............................................................................. 11-7 Displaying a specific number of Call Log entries .......................... 11-10 Exporting the Call Log ................................................................... 11-11 Monitoring database and disk usage ....
Overview of creating an IP Gateway connection............................ 13-8 Illustration of an IP Gateway ........................................................... 13-9 Creating an IP Gateway .................................................................. 13-9 Creating IP Gateway dialing services ........................................... 13-13 Calling Strata CS extensions on the remote Server ..................... 13-13 Placing phone calls through the remote Server............................
Logging in ........................................................................................A-26 Viewing current values ....................................................................A-27 Changing key values .......................................................................A-28 Modifying other supported Strata CS settings ................................A-28 Appendix B. Command Line Options Appendix C. IP Gateway Configuration Worksheet Appendix D.
CHAPTER 1 CHAPTER 1 OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS CHAPTER CONTENTS Welcome to Strata CS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 What’s New in Strata CS 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Changes in Strata CS from version 2.1 to 3.0 or later . . . . . . . . . . 1-7 Changes in Strata CS 3.0 or later. . . . . . . . . . . . . . . . . .
Welcome to Strata CS __________________________________ Toshiba’s Strata CS is dramatically improving the way business professionals communicate. An intelligent phone system designed specifically for small- to medium-sized businesses and branch offices, Strata CS combines the power of the desktop computer with the most advanced communications technology available. With Strata CS you have unprecedented call management that lets you maximize your productivity while controlling costs.
n n n n n n n Automatic call distribution (ACD) lets you create call center workgroups, keep a call log of workgroup activity, and use the Call Center Reporter to analyze workgroups, agents, hold time and more. Scheduled auto attendants allow greetings to change and calls to be routed to different extensions at different times of the day and days of the week. Built in Internet H.323 gateway saves money by routing calls over the Internet or your intranet.
n n Call Center Queues. Call center queues can be configured to distribute calls to agents using a variety of distribution algorithms. Agents can sign in/out of one or more queues, see calls in queues and take them before being offered them, if they so choose. Queues can prompt callers for Customer ID numbers or other data. On-hold messages can be highly customized or can change based on caller data. Calling workgroups.
together such as auto attendants, queues, IVR plug-ins, and contacts. Workgroups replace Contact Groups used in previous versions. n Call Rules. You can change the way calls are handled based on who calls or a particular date or time. For example, you can automatically send specific calls to voice mail during lunch, change your personal greeting after hours, or forward calls from your mother or special co-workers to your cell phone.
n n n Voice Mail Bookmarks. Drag the green bookmarks to save the beginning and end of an important segment of a voice message. After you set the bookmarks, the message is only played between the bookmarks. Windows Performance Counters. Strata CS now includes several standard Windows performance counters that can show you the number of calls in use, total calls handled, and more. Custom folders and folder list. You can organize your contacts, messages and greetings in different folders.
Before you begin ______________________________________ Before you begin to upgrade Strata CS or configure it for the first time, first complete the following tasks as described in Strata CS Installation & Maintenance Manual: n Install the Dialogic hardware and drivers in the Strata CS server computer. n Physically connect your trunks and stations. n Install the Strata CS server and Strata CS Administrator. This chapter outlines the tasks you must perform after installation.
n n You can no longer enter # at the beginning of a phone number to bypass least cost routing for the call. Instead, create another dialing service that does not use least cost routing. *8900 to hear a station ID has been replaced with *0. Wherever possible, Strata CS 2.1 settings are upgraded seamlessly to work with new Strata CS features. For example, dialing permissions—set for dialing services and users—have replaced the old dialing exceptions, previously set only at the user level.
n Custom data easier to use. Custom data items are now centrally defined in the Administrator so that it’s easy to see a list of all custom variables that can be associated with calls. n Miscellaneous new features and changes.
“About call routing” on page 9-2. Optionally, you can route calls to an auto attendant that answers incoming calls automatically and lets callers enter extensions to connect with users. If you want to use auto attendants, record a greeting and prompts for each one, and set up any options that your menu should offer the caller. Apply scheduling to your auto attendants to have them change with your business hours. See “About auto attendants” on page 9-4.
This table list the available components in the Strata CS documentation set and the presentation format: Document Printed Online Book Acrobat (PDF) Strata CS Installation & Maintenance Manual Yes Yes Yes Strata CS Administrator Manual Yes Yes Yes Strata CS Client User Guide Yes Yes Yes Strata CS Call Center Administrator Guide Yes Yes Yes SDK and API Programming Guide Yes No Yes Strata CS Quick Reference Card Yes Yes Yes Notes: n n The online books are available in HTML-based
CHAPTER 2 CHAPTER 2 THE STRATA CS ADMINISTRATOR CHAPTER CONTENTS About the Strata CS Administrator . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 The Administrator interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Performing basic actions in the Administrator . . . . . . . . . . . . . . . .
About the Strata CS Administrator________________________ The Strata CS Administrator is a Microsoft Windows program that lets you configure, monitor, and manage your Strata CS system.
Logging on to the Administrator 1. Choose Start > Strata CS Administrator. The Log on dialog box opens. 2. If you want to change your default Server or station ID, click Options to view the expanded dialog box. You also can log on as a different user to access this dialog box. 3. Type your User name. A user called “Admin” exists by default. To create other administrators, you must add users to whom you give Administrator permissions (see “The Permissions tab” on page 6-37). 4. Type your Password.
This section introduces the Strata CS Administrator’s views, explains how to work in views, and shows you how to perform basic tasks in them. It also explains how to work with voice files. View Users Description See Add, edit, and delete Strata CS users. Includes changing passwords and Chapter 6, allotting users disk space for voice “Managing Users and Stations” mail messages and greetings. Create and manage workgroups Workgroups (groups of related extensions or contacts).
View Description Manage Strata CS IVR Plug-ins, the interactive voice response IVR Plug-Ins applications that share the Dialogic hardware with the Strata CS Server. See Chapter 14, “Extending Strata CS” Create, modify, and delete IP Gateways, by which you can Chapter 13 exchange calls with remote Strata CS “Configuring Internet IP Gateways Servers over the Internet or an IP Telephony Support” network.
double-clicking an item opens the User dialog box for that user. This dialog box contains Strata CS settings for that user. Some views, such as the Call Log and Device Monitor, display read-only information that cannot be expanded or changed. Using commands in a view A command always affects the item or items that are selected. You can access commands in a view by the following methods: n n n Selecting an item or items and choosing a command from the view’s menu.
New Auto Attendant Create a new auto attendant. New Queue Create a new queue. New Dialing Service Create a new dialing service. New IVR Plug-in Create a new IVR Plug-in. Print Print the contents of the current view. Delete Delete the selected item. Refresh Refresh and update the current view. Help Open the Strata CS Administrator Help. CHAPTER 2.
Performing basic actions in the Administrator This section shows you how to perform the following basic actions in most views: n Creating items n Deleting items n Renaming items n Copying and pasting items n Customizing columns Creating items In any view, clicking the first toolbar button opens a dialog box for a new item associated with that view. For example, in the Users view, clicking the first toolbar button opens a User dialog box with the title Untitled - User.
Deleting items 1. Right-click the item. To select more than one item, use SHIFT-click or CTRL-click. 2. Choose Edit > Delete. In the confirmation dialog box that opens, click Yes or No. Renaming items Items in some views cannot be renamed, for example, Call Log items cannot be renamed. To rename an item 1. Double-click the item to open its dialog box. 2. In the Name field, type a new name for the item. 3. Click OK.
Working with voice files A voice file is an audio recording that is stored as a file. Strata CS stores system prompts, greetings, voice messages, and recorded conversations in voice files that you can play over your computer speakers or on the telephone. You can record voice files using the telephone. Strata CS supports the following file formats for voice files: n .WAV n .VOX (a-law and µ-law formats) The Strata CS Server natively uses 8-bit PCM .VOX format.
Play To hear the recording, click this button. To move forward and backward within the recording, drag the slider bar. Importing and exporting voice files To import or export a voice file, use the import or export buttons on the recording control, as shown in the next table. Import You can import a voice file in .WAV or .VOX format to use for any Client recording (greetings, voice titles, and so on). Strata CS can import .WAV files with a frequency of 8Khz, 11.025 Khz, 22.05 Khz, or 44.1 Khz.
CHAPTER 3 CHAPTER 3 STRATA CS LICENSES CHAPTER CONTENTS About Strata CS licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Entering licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Removing licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About Strata CS licenses________________________________ The following types of licenses are required for your Strata CS system: n n Server license. One license for each Strata CS Server. A Server license is provided when you purchase Strata CS. The Server license authorizes you to run one copy of the Strata CS Server. Only one Server license is required per Strata CS Server regardless of the number of trunks or users. Trunk licenses.
To enter your Strata CS Server license 1. Select Tools > System Settings, and then click the Licenses tab. 2. Select Server from the Show License Category drop-down list. 3. Enter the Serial number and Verification key in the corresponding fields. 4. Click OK. CHAPTER 3.
To enter all other license types 1. On the Licenses tab, select the license type from the Show License Category drop-down list. 2. Click Add. The Modify License dialog box opens. 3. Enter the license serial number and verification key and click OK. 4. If you are entering more than one license, repeat the procedure until you have finished entering all licenses. 5. Click OK on the Licenses tab of the System Settings dialog box.
To remove all licenses 1. Choose Tools > System Settings. The System Settings dialog box opens. 2. On the Licenses tab, select the license type from the Show License Category drop-down list. 3. Select the license that you want to remove. 4. Click Delete and then click OK to close the System Settings dialog box. To remove the Server license 1. Verify that you have removed all other licenses. 2.
CHAPTER 4 CHAPTER 4 DEFINING SYSTEM SETTINGS CHAPTER CONTENTS About system settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 The General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 The Call Log tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 The Storage tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10 The Dialing tab . . . . . . . . . . . . . . . . . . . . . . .
About system settings _________________________________ System settings control overall system behavior. Before you can add Strata CS trunks or users, you must define your system settings using the tabs in the System Settings dialog box. You can use system settings to customize Strata CS as your system develops. To open the System Settings dialog box, choose Tools > System Settings.
Changing Windows NT/2000 registry settings Some Strata CS settings are maintained in the Windows NT/2000 registry. These are low-level settings that are rarely changed, or settings that cannot be changed from the Administrator. For a complete description of these settings, see Appendix A, “Strata CS Configuration Settings.” Rerecording voice prompts For information about how to rerecord the Strata CS system prompts or translate them into another language, see Chapter 12, “System Prompts.
ID appears before the first ring, this setting can be changed to 1 so that calls on an inbound trunk are answered after the first ring. n Use hold audio from station number. Check this box to play music for callers on hold. The music can be played on a CD player or other music-on-hold device that is attached to the specified station. It is highly recommended that you use music on hold for systems with ACD workgroups or follow-me call forwarding. Strata CS plays whatever is on the specified channel.
n n All Strata CS Administrators. Notifications go to all Strata CS users with Administrator permissions who have e-mail notification turned on. This is the default setting. E-mail address(es). Type the e-mail addresses of users whom you want to receive notifications, separated by semicolons. Business Hours Click Business Hours to schedule specific Strata CS behavior for particular hours and on specific dates. Your settings are used by Strata CS to schedule the following: n Transfers and greetings.
To define business hours and holidays 1. On the General tab, click Business Hours. The Business Hours dialog box opens. 2. If you have more than one set of business hours defined, select the Name of the set to edit from the drop-down list. 3. On the Work Hours tab, check each day that is a Work day. 4. Set Work hours for each work day by entering the starting and ending times for that day in your organization.
5. To define holidays, click the Holidays tab. 6. Click Add to add a new holiday. Click Edit to edit an existing one. 7. Type the Holiday date. 8. Choose if this is an All day holiday or Partial day holiday. For a partial day holiday, enter: 9. n Work hours begin at. Starting time for work on the holiday. n Work hours end at. Ending time for work on the holiday. When you finish creating holidays, click OK. CHAPTER 4.
The Call Log tab _______________________________________ The Call Log tab contains settings for logging internal calls and for archiving the Call Log. Logging internal calls By default, Strata CS logs only external calls. If Call Log information is important to you, and you can afford the additional disk space, you can log internal calls as well. To log internal calls as well as external calls 1. Choose Tools > System Settings and then click the Call Log tab. 2.
Archived information is permanently removed from the Strata CS database. Use the Export command (see “Exporting the Call Log” on page 11-11) to create a file containing Call Log information without removing the information from the database. Call Log information is written to a comma separated value (.CSV) text file that can be read by most spreadsheet and database programs. The default path for this file is C:\Program Files\Strata CS Server\Archive\Calllog.
n Archive will be overwritten on. Date and time when the Call Log archive file will next be overwritten and the data in it deleted. To preserve the archived data, back up the file just before it will be overwritten. 3. Click Archive Now to manually archive the Call Log according to the settings specified above. The archive begins immediately and may take several minutes to complete. You cannot perform any other Administrator functions until the archive completes.
default database size is 100 MB. This space is allocated automatically if necessary. When you start the Administrator, Strata CS displays a warning message if the Strata CS database is 80% or more full. You must check the database usage periodically to make sure you are not running out of space. n Messages. Percentage of disk space allocated for all users’ voice mail messages, as well as any call recordings users have made, that is currently used. n Greetings.
To move voice message files 1. Shut down the Strata CS Server. You cannot move voice files while the Server is running. 2. Start the Strata CS Administrator. 3. Choose Tools > Systems Settings and then click the Storage tab. 4. Click Move. 5. Choose a new location for your voice files. The drive you select must be a local drive on the Strata CS Server, not a network drive. 6. Click OK.
. Setting dialing timeouts Strata CS uses timeouts that you specify to determine the end of a number that was entered by a user. If users press # after entering the final digit of a number, Strata CS dials the number immediately and does not wait for the timeout period to elapse. n Internal dialing incomplete timeout. Number of milliseconds before Strata CS times out on an internal call if not enough digits were entered. The default is 8000 milliseconds (8 seconds).
You may want to consider increasing the dialing service ambiguous timeout by half-second intervals if users report intermittent problems hearing “Number not available” when they dial out on analog or Robbed Bit T1 trunks (this is not a problem for ISDN or IP lines). If you increase this timeout by too much, you can introduce other problems, such as users missing the beginning of the audio signal at the target, for example, the beginning of an auto attendant that answers calls immediately.
Note: When you select stations to connect to the E-911 device, do not use the first 4 stations on the BCP connection panels. The Strata CS Watchdog mode uses these stations to maintain phone service during a power or Windows Server failure. For more information about Watchdog mode, see Strata CS Installation & Maintenance Manual. How emergency numbers are handled Users can make an emergency call from any station, including a station that has not yet been assigned to a user.
4. Click Add to add each station that is connected to the E-911 device. 5. In the Add E-911 Station dialog box, choose a station from the list of available stations, and then click OK. If the list in this dialog box is empty, make more stations available by unassigning users that are no longer used, or purchase additional station licenses (see “About Strata CS licenses” on page 3-2). 6. Repeat steps 4-5 until all E-911 stations have been added. Click OK when you are done.
The Other tab _________________________________________ Choose Tools > System Settings and then click the Other tab to set the options that appear in the next figure. Setting dial-by-name directory options Specify the method by which callers can search the dial-by-name directory: n Last name. Caller enters “Smith”. This is the default. n First name. Caller enters “John”. n Last name or First name. Caller enters “Smith” or “John”.
Select Present a confirmation menu before transferring if you want callers to confirm their choices before they are transferred to the extension that matched the names they entered. For example, a caller would hear, “For Cecilia St. John, press 1. To try again, press *.
Exchange Server Mailbox Permissions In order to synchronize with Microsoft Exchange, the Strata CS account must be a domain account that has User role permissions to all Exchange mailboxes that are to be synchronized. One way you can do this is by assigning the Strata CS User role permissions to each individual mailbox. This method is secure but time-consuming. Alternatively, you can assign the Strata CS User role permissions to all mailboxes at the site level.
Setting the minimum password length Enter the Minimum password length, the shortest permissible password to log in to Strata CS (the maximum password length is 12 numeric digits). Set this field to 0 if you want to allow users to log in without using a password. The default is 0. When you change the minimum password length, existing passwords shorter than the new minimum length continue to work until they are changed.
CHAPTER 5 CHAPTER 5 MANAGING TRUNKS AND SPANS CHAPTER CONTENTS About trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Configuring trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 ANI/DID digit collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Setting up fax routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 The Trunks view . . . . . . . . . . . . . . . . . . . .
About trunks__________________________________________ Trunks are the outside phone lines that connect your business to the telephone company and other providers. Adding a trunk to your Strata CS system is a three-step process: 1. Connecting the physical trunk line to the Dialogic voice board in the Strata CS Server computer. You can find instructions for this step in Strata CS Installation & Maintenance Manual. 2. Defining the trunk in the Strata CS Administrator’s Trunks view.
Adding trunks This chapter contains instructions for adding new trunks of each type, as follows: n “Adding an analog trunk” on page 5-10 n “Adding a digital Robbed Bit T1 span” on page 5-13 n “Adding a digital ISDN or CAS span” on page 5-17 n “Adding an Internet span” on page 5-21 Before you perform the steps in each section of this chapter, make sure you have installed and configured the Dialogic boards and drivers that are necessary to support your trunks.
A deleted trunk appears in the Device Monitor as “NA” if a telephone line is still connected to the BCP Connection Panel. For information about deleting items in Strata CS, see “Deleting items” on page 2-9. Configuring trunks_____________________________________ You can configure trunks as inbound-only, outbound-only, or both inbound and outbound. In most Strata CS systems, trunks are configured for both inbound and outbound use.
Similarly, specifying a trunk as exclusively outbound does not prevent inbound calls if you have given the line’s telephone number to outside parties or included the trunk in your inbound hunt group. If calls arrive on a trunk designated for exclusive outbound use, Strata CS plays a message indicating that the caller dialed a wrong number and then hangs up. Note: The message played under these circumstances is the system prompt “Wrong Number.
n DNIS (Dialed Number Identification Service). Provides DID data on toll-free lines such as 800, 877, and 888 numbers. Throughout Strata CS, “DID” refers to DNIS as well. DID information appears in the following Administrator and Client views: n n n n n The Users view in the Administrator shows the DID number assigned to a user in the DID Number column. The Auto Attendants view in the Administrator shows the DID number assigned to an auto attendant in the DID Number column.
Using DID with Robbed Bit T1 lines 1. Make sure that your Robbed Bit T1 lines have been installed correctly. 2. Configure digit collection signaling for the trunks (see “Configuring signaling using the Robbed Bit T1 Experimenter” on page 5-13 for step by step instructions and examples). 3. Verify that each trunk in the digital span is configured to accept inbound calls, and that calls are sent to a user or auto attendant (see “Entering trunk defaults for a span” on page 5-16). 4.
Customizing fax routing To route incoming faxes to a pool of fax machines, set up a routing list for the user that points to a series of users whose stations are attached to fax machines. To handle faxes differently based on time or date, route fax calls to an auto attendant, and then schedule transfers to the appropriate users. The Trunks view_______________________________________ Click the trunks button in the view bar to open the Trunks view. Each trunk you add appears as a row in the view.
Column Description Span For digital spans, the number of the span to which the trunk belongs. Name Descriptive name assigned to the trunk. Send calls to Auto attendant, operator, user, or IVR Plug-in that receives inbound calls on this trunk. Send faxes to User to whom inbound faxes on this trunk are routed. IP Address IP address of the trunk. Span Description Optional information provided when the span was added.
Adding an analog trunk_________________________________ Use the following procedure to add a new analog, analog DID, or analog Centrex trunk. 1. Choose Trunks > New Trunk > Analog Trunk. A new Trunk dialog box opens. 2. Enter the number and name of the trunk: n Number. Identifies the hardware resource on the Server used for this line. The number must correspond to the port on the Dialogic BCP Connection Panel to which the trunk is connected.
n Calls are sent to. Select the auto attendant, user or IVR Plug-in that answers all inbound voice calls on this trunk. If you change the target by time of day, send the calls to an auto attendant and define the appropriate scheduled transfer action. n Faxes are sent to. Select the auto attendant, user or IVR Plug-in that answers all inbound fax calls on this trunk. See “Setting up fax routing” on page 5-7 for more information. n Retrieve DID digits from this analog line.
n Variable format. Each piece of information can vary in length, with filler digits used as separators, for example, 4 DID digits and 5 ANI digits in the format #DDDD#AAAAA#. To collect the variable-format digits in this example, you must specify 3 separate actions to Strata CS, using the procedure that follows: n n n The first action collects the filler digit # that indicates the start of the DID information. The digit type is Filler, and the number of digits to collect is 1.
5. In the Modify Action dialog box, select the Digit type to retrieve. You can retrieve DID, ANI, or filler digits. n n To retrieve fixed-format data, click Exactly __ digits, and then type the number of digits to collect. To retrieve variable-format data in which each piece of information may vary in length, and filler digits are used as separators, click Variable up to the first ___ digit, and then type the separator character. 6. Click OK. 7.
1. Choose Trunks > New Trunk > Robbed Bit T1 Span. A new Robbed Bit T1 Span dialog box opens. 2. On the General tab, specify the following information for the span: n n Span number. The sequence number of this Dialogic T1 board as installed in your Strata CS Server computer (the sequence number of the first T1 board is 1, not 0). Starting trunk number. The starting trunk number of the span. The numbers of the 24 trunks belonging to this span are displayed.
Note: If you are running the Administrator on the Server, click Edit to start the Experimenter. Otherwise, you must run the Experimenter on the Strata CS Server. 4. On the Trunks tab, set the default values for the 24 trunks that will be created in this span. You can then change these values for each trunk individually. See “Entering trunk defaults for a span” below. 5. Click OK to add the span to your configuration.
To edit signaling definitions applied from a template, use the Robbed Bit T1 Experimenter. Entering trunk defaults for a span When you create a new digital span, you can set the defaults for all the trunks in the span on the Trunks tab. To enter trunk defaults for a span 1. Check Accept inbound calls if the trunk is used for inbound calls. 2. In Calls are sent to, select the auto attendant, user or IVR Plug-in that answers all inbound voice calls on this trunk. In Faxes are sent to.
Adding a digital ISDN or CAS span _______________________ Use the following procedure to add an ISDN T1, ISDN E1, or CAS E1 trunk. To add ISDN Basic Rate Interface (BRI) trunks, see “Adding a digital ISDN BRI span” on page 5-18. 1. Choose Trunks > New Trunk > ISDN/CAS T1/E1 Span. A new ISDN/CAS T1/E1 Span dialog box opens. 2. On the General tab, specify the following information for the span: n Board number. The sequence number of the span. n Description.
trunk numbers, so if you have not added them yet, leave room for them in your numbering of the span. 3. On the Tuning tab, optimize your ISDN settings as needed. See “Optimizing your ISDN settings” on page 5-19. 4. On the Trunks tab, set the default values for the 24 trunks that will be created in this span. You can then change these values for each trunk individually. See “Entering trunk defaults for a span” on page 5-16. 5. Click OK to add the span to your configuration.
n Description. A description of the span, typically including the main phone number of the span. n Number of channels. The number of trunks supplied by your Dialogic BRI board. If you are using a BRI/80-SC board, select 8. If you are using a BRI/160-SC board, select 16. n n Protocol. The protocol of your BRI span, as given to you by your BRI supplier. Starting trunk number. The starting trunk number of the span. The numbers of the trunks belonging to this span are displayed.
2. On the Tuning tab, click Import and select the Outbound_MCB.txt file. This method updates all ISDN parameters based on their optimum value as determined by the DMU. To undo the update, click Restore Defaults to reset the Tuning tab to its initial values. You can also change each parameter individually. Click Help for a description of each parameter and its possible values.
Adding an Internet span ________________________________ 1. Choose Trunks > New Trunk > Internet Span. A new Internet Span dialog box opens. 2. On the General tab, specify the following information for the span: n IP Board number. The sequence number of this Dialogic DM3 IPLink board as installed in your Strata CS Server computer (the sequence number of the first DM3 board is 1, not 0). n IP Address.
n Send inbound calls to. Select the auto attendant, user or IVR Plug-in that answers all inbound voice calls on the trunks in this span. 3. Click the Trunks tab to specify how trunks in this span are used: n Accept inbound calls. If checked, the trunks are used for inbound calls. n Allow outbound calls. If checked, the trunks are used for outbound calls. 4. Click the Codecs tab to view the default codecs used by this span for all inbound calls and as dialing service defaults for outbound calls.
n GSM. (13.0 kbs.) To modify Strata CS IP codecs 1. In the Trunks view, double-click the Internet span to open its dialog box, and then click the Codecs tab. 2. If necessary, click Add to add another codec, or select a codec and click Edit to change any of the parameters used with the codec. 3. In the Add Codec dialog box, select a Codec name from the list of codecs supported by the Dialogic IPLink boards in the drop-down list. 4.
Fine-tuning your IP connection Strata CS’s IP Span dialog box includes a Tuning tab that you use to change any of the IPLink board parameters between IP calls. Changes you make while a call is in progress on the board are not reflected until the call completes and a new call is initiated.
3. Enter the new Value. Some fields are text boxes or drop-down lists. Other fields enable the slider bar at the bottom of the dialog box. 4. Click OK to save your changes. Click Restore defaults to restore the IPLink board defaults. Note: If you dial out on an IP-to-Phone Number service and you cannot send digits to external phone systems, increase DTMF Gain and DTMF On-time, under DTMF Parameters on this tab. CHAPTER 5.
CHAPTER 6 CHAPTER 6 MANAGING USERS AND STATIONS CHAPTER CONTENTS The Users view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 About users and roles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Setting user options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6 About adding a user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7 The General tab . . . . . . . . . . . . . . . . . . . . . .
The Users view________________________________________ The Users view presents information about individual users and roles in your organization. Roles appear in bold in the Users view. Roles are collections of specific permissions that are used to grant permissions to users. You can grant additional permissions to users by changing that user’s permissions (see “The Permissions tab” on page 6-37). To add, edit, or delete Strata CS users, click the Users button in the view bar The Users view opens.
Column Description Type The type of user: User. An individual with an extension on this Server. Can also be a conference room. ACD workgroup. An automatic call distribution workgroup user. IP Gateway. A user created to enable IP calls to a user on a remote Server. Title The job title entered for this user. You can enter titles for users when you create them. Mail Usage Percentage of allocated voice mail space currently used.
About users and roles__________________________________ Unlike a traditional PBX, Strata CS manages phone traffic by user rather than by device. Adding a user allows that person to make and receive calls through the Strata CS system. Roles are collections of permissions that you assign to users. You can add a user to an existing role and grant them the same permissions as every member who also has that role, and you can create new roles. Users Users in Strata CS are of the following types: n n n User.
Even if the Operator extension has no station associated with it, voice messages left by callers are saved in the Operator user’s mailbox. If you do not want this to happen, edit the Operator user’s Standard routing list so that its only action transfers calls to another extension. For instructions on editing routing lists, see Strata CS Client User Guide. Understanding personal Operators The Strata CS system has one Operator user, but each user can specify a personal Operator.
specific department by clicking on the appropriate tab. See Chapter 7, “Managing Workgroups,” for details about setting up workgroups. Roles Roles are collections of specific permissions that are granted to users according to the roles they perform in the organization. By default Strata CS contains two roles—Administrators and Users. You can edit these roles as needed and you can also create new roles (see “To create a new role” on page 6-39).
About adding a user ___________________________________ Adding a user to the system allows that person to make and receive calls using Strata CS. Unlike other telephone systems, Strata CS assigns access permissions to specific people rather than to devices. Users access the system using their own identities regardless of the identity of the telephone device they use. Generally, you must have a station license available for each user you create.
If for any reason Strata CS is unable to create the user at the telephone extension (for example, a user with that name already exists, or there are no more Client licenses available), you must run the Strata CS Administrator, resolve the issue, and add the user there. Adding a user in the User dialog box To create a user, choose Users > New User. The tabs in the User dialog box allow you to add and modify user properties. These properties are described later in this chapter. n General tab (see page 6-9).
Adding a user by using a template Create a user, named, for example, “User Template” that has the settings you want all users to share, such as mailbox size and dialing permissions. You can also set up e-mail and pager notification options in the template, and you can enable phone features that are applied to all users that are created using the template. To add a new user based on the template, select the template user in the Users view, and then choose Edit > Copy.
Assigning an extension A user’s extension is the number callers dial to reach the user. Extensions must comply with the following restrictions: n No longer than 5 digits n Numeric characters only n Must be unique In addition, follow these recommendations when assigning extensions: n n Avoid extensions that begin with another extension or access code.
Assigning a station ID The station assigned to a user of the type User is the numeric identifier of the telephone at the user’s default location. A station ID is not used for users of the type ACD workgroup or IP Gateway. Strata CS assumes that a user is located at the phone specified by the user’s station ID unless someone specifies otherwise. n n Inbound calls. Calls to the user’s extension ring that station, unless the user routes calls elsewhere by using call forwarding or a routing list.
All stations must be assigned to a user, even phones that are not associated with an individual in the workplace, such as a conference room phone. To represent such phones, create dummy users called “Conference Room 1,” “Mail room,” and so forth, and assign the stations to them. Linking users and phones In Strata CS, the computer—not the user—is linked to the telephone. Each Client workstation has an assigned phone, which is usually be the phone closest to it.
Assigning multiple users to the same station. You can give multiple users the same station ID, which means they share the same phone. Outgoing calls from the phone are attributed in the Call Log to the user who logged on most recently. For example, Steve and Dorothy work different shifts, but they share the same computer and phone. At the beginning of his shift, Steve logs on to the Client. In the Call Log, the From column for calls he makes contains “Steve”.
Creating a password Enter a numeric Password used to access the user’s voice mail, options, and to start the Strata CS Client. The minimum password length for your system is specified in the General tab of the System Settings dialog box. The password can be changed either on this tab or in the Client. Retype the new password in the Confirmation field.
The Recordings tab ____________________________________ You allocate space for a user’s voice files on the Recordings tab of the User dialog box. For existing users, this dialog box displays the amount of allocated space (in minutes) that is currently used for the user’s mailbox, recorded greetings, and voice titles. This information is also shown in MB and as a percentage of the total space allocated.
The default setting of 10 minutes requires 4.6MB of storage. The Administrator posts a warning message if the total allotment of voice message and greeting space for all users exceeds the available disk space on the Strata CS Server. Voice titles can be recorded either from this tab or in the Strata CS Client. Enabling Microsoft Exchange Server synchronization You can enable synchronization of a user’s Strata CS voice mail messages with the corresponding e-mail notifications in Exchange.
The Notifications tab ___________________________________ You can set Strata CS to send an e-mail message or call a pager whenever a user receives a new voice message. This feature is convenient for users who work at remote locations and do not use the Client program.You can receive notifications for all voice messages or for urgent messages only.
Setting e-mail notification Make sure e-mail notification is configured properly as described in Strata CS Installation & Maintenance Manual. See “Configuring e-mail notification support” in Chapter 10 of that manual for more information. On the Notifications tab, under After receiving a message, notify this user via e-mail, select one of the following options from the drop-down list: n n Do not send e-mail notifications. The user does not receive e-mail notification of new voice messages.
n Send a page for urgent messages only. The user receives a page whenever a voice message marked urgent arrives. In the Page using field, select the dialing service that you want Strata CS to use to dial the user’s pager. In the Dial Sequence field, enter the dial string for the pager, including the phone number of the paging service and the pager's PIN if required. The dial string can contain any touch tone digit (0-9, *, #). You can enter commas to indicate 1-second pauses in the dial sequence.
You can enable or disable each time rule, as needed. For example, if you do not want a user to be paged during a specific upcoming holiday, disable the time rule for “on holidays.” You can enable the rule after the holiday has passed. Defining a schedule for e-mail and pager notification On the Notifications tab, click Schedule to schedule e-mail or pager notifications. A Schedule button is provided in each area, but is disabled unless you have chosen to send notifications.
To add a schedule entry 1. To add a schedule entry, click Add. The Schedule Notification dialog box opens. 2. To view or change the business and holiday hours used for scheduling, or to create other sets of business hours, click Business Hours. See “To define business hours and holidays” on page 4-6. 3. Under This schedule entry occurs, choose one of the following time periods during which you want to notify the user of new voice messages.
dialog box. Add more time rules as needed, and then click OK when you are finished. Setting up custom time rules You can define a custom time rule that is not related to your office’s business hours and holidays and use it to schedule notifications, auto attendant actions (described in Chapter 9), and routing rules (described in Chapter 8). Custom time rules use custom hours, which are specific to the user, auto attendant, or routing rule for which you create them.
3. On the Dates tab, click Add if you want to apply the custom schedule to a specific date. 4. In the Custom Date dialog box, type the Custom Date, and then click All day or Partial day. For a partial day, enter starting and ending times to indicate the hours that are included in the custom schedule. 5. Click OK to add the custom date. CHAPTER 6.
The Call Handling tab __________________________________ You set up call screening and call announcing for a user on the Call Handling tab. These options can also be set in the Strata CS Client. Check Announce who the call is for to have Strata CS announce who the call is for when the user answers the phone. This feature is useful if the user shares a phone. It is also convenient to have call announcing turned on if the user receives phone both personal and ACD workgroup calls.
Setting up call forwarding Call forwarding directs the user’s incoming calls to ring at another phone, either another extension or an external number. A change to call forwarding automatically updates the Where I Am location in all the user’s routing lists. The Where I Am location is normally the first entry in a routing list. When call forwarding is turned on, a routing list rings the forwarding phone number instead of the user’s default station.
n See “Forwarding calls over Centrex/PBX trunks” on page 6-27 for an explanation of the Attempt Centrex/PBX Transfer field. Note: When you forward calls to a mobile phone, make sure that you check Prompt recipient to accept or decline call. See “Mobile phone issues with forwarded calls” on page 6-27. 3. Under When forwarding calls to an external number, choose any of the following: n n Call number for __ seconds.
To turn the user’s call forwarding off, uncheck Forward Calls in the Call Forwarding dialog box. Mobile phone issues with forwarded calls Calls to a mobile phone are picked up by the mobile phone company first, and then passed to the individual phone. When Strata CS detects the first pickup, it stops proceeding down the routing list, whether or not anyone has actually answered the mobile phone.
To play a user’s extension along with the user’s name when callers choose the user from the dial-by-name directory, check Play extension to the caller. This option can also be set in the Strata CS Client. Note: This checkbox is enabled only if Present names using numbered list is selected in the System Settings. The Phone tab ________________________________________ Certain analog telephones support special features, known as CLASS features. Not all phones support all features.
n Caller ID on call waiting. Strata CS delivers caller ID information while the user is on another call, so the user can decide whether or not to accept the incoming call. When this option is used, the first call waiting beep is a different tone than the second beep, that because the first beep is a special ADSI Alert Tone. You can change the volume of the first beep by modifying the registry key DXCH_ADSIALERT_AMPL. See “VoiceBoard channel settings” on page A-20. n n Message waiting indicator.
Activating features on Toshiba digital phone If the user’s phone is a Toshiba Strata (digital), the Phone tab displays a set of options customized for the Strata’s special features. Ring Patterns In these fields, enter the number of seconds that you want Strata CS to ring a user’s extension before continuing with the user’s routing list or transferring to voice mail. You must allow enough time for caller ID to be displayed and read, because caller ID information is transmitted after the first ring.
button number in the Button column, and then select a feature from the drop-down list in the Feature column. Two of the selections in the feature column have parameters that must be defined (See “Secondary Directory Number parameters” on page 6-32 and “Speed Dial parameters” on page 6-31 for details). There are two other fields in the Phone settings section: n n LCD idle message. Enter the message that you want to appear on the LCD display when the phone is not in use.
drop-down list. To speed-dial an outside number, click Phone number, select the number used to get an outside line in the Call using field, and then enter the phone number that you want to dial in the Number field. Secondary Directory Number parameters If you select the Secondary Directory Number feature in the Button settings list box (see page 6-30) and then click the button in the Parameter column, the Secondary Directory Number dialog box opens.
The Dialing tab ________________________________________ You can set up dialing permissions that allow a user to dial certain numbers and that prevent the user from dialing certain other numbers on the Dialing tab. Under Dialing permissions, specify the default behavior when a user dials a number: n n Use dialing service permissions. Applies the dialing permissions set up for the dialing service used to place the outbound call. Allow all numbers except the following (ignore service permissions).
To set dialing permissions 1. In the Dialing Permission dialog box, choose to Allow or Disallow calls, and then enter the digits. The permission is applied whenever the user dials a number beginning with the digits using the Phone Number service. 2. In Phone numbers starting with, type a phone number or beginning portion of a phone number. Include 1 before the number if it would normally be dialed as part of the number, for example, 1800. 3.
See “Permissions tab” on page 8-26 for more information about setting dialing permissions, including a detailed example and an explanation of the order in which dialing permissions are applied. Setting account code modes Account code modes determine when a user is to be prompted to enter an account code. For more information, see “Setting a user’s account code modes” on page 10-4. If you select the Secondary Directory Number feature, the Secondary Directory Number dialog box opens.
The last feature in the list under Button settings is Cnf/Trn (Conference/Transfer). You can use this feature to set the Strata phone’s Cnf/Trn button for either a direct transfer or a menu assisted transfer. Other settings Three other settings are grouped at the bottom of the tab. In Ring phone for __ seconds, enter the number of seconds that you want Strata CS to ring a user’s extension before continuing with the user’s routing list or transferring to voice mail.
The Permissions tab ___________________________________ The Permissions tab controls user access to Strata CS features. Users inherit permissions from the roles to which they belong. To adjust individual permissions, make changes in the Permissions pane. Changes take effect when you click OK.
n View and Edit. The specified tab or folder (such as the Phone settings tab or the Call Log folder) can be viewed and edited by the user. n View only. The user can view the folder or tab, but cannot change it. n No access. The folder or tab cannot be used or viewed by the user. Individual permissions and roles There are two types of permissions: individual permissions and roles. All users have their permissions set to “use roles” by default.
Whenever a user’s list of roles is changed, the “use roles” values on the Permissions tab are updated to reflect the new role configuration. New Role With Strata CS you can create a new role. A new role such as a Admin Assistant is one or more users that have the same permissions (for example, call or dialing permissions). All users assigned to this role are automatically granted the same permissions. There are two types of permissions: explicit and implicit.
4. Click the Permissions tab to change the default permissions. 5. Click the Dialing Permissions tab to specify the types of numbers that can be dialed based on the prefix. For example, 1-800 may be allowed, while 1-900 may not allowed. The Other tab _________________________________________ The Other tab contains user options for hands-free mode. 1. To enable hands-free answering for a user, check Enable Hands-free answering. 2.
Managing users _______________________________________ For an overview of user properties, see “Adding a user in the User dialog box” on page 6-8. Detailed procedures for setting these properties are described in the sections starting on page 6-9. This section describes other user management tasks. Recording the new user’s voice title and greeting After you create a new user, do the following: n n Record the user’s voice title.
n n n For users who are automatic call distribution (ACD) agents, the workgroup name to use when logging on and the password. The telephone key they must use at an auto attendant to log in from a remote phone, if you have changed it from #. Whether they have permission to make external calls: n From stations n When logged in from an outside phone n In call forwarding or routing list situations n A list of any views or Options tabs in the Client that they cannot access.
Managing stations _____________________________________ This section presents information about adding a station and about phones that are supported in Strata CS Adding a station To add a station to your Strata CS system 1. Using phone cable, connect the phone to the Dialogic MSI board or BCP Control Panel at the Strata CS Server computer. See Strata CS Installation & Maintenance Manual for instructions. 2.
The default format, MDMF, works for most display phones, as does SDMF. Note: These formats specify only how Strata CS sends caller ID information to CLASS phones. They do not affect how caller ID information is passed along with a call by the phone company. Visual message waiting indicator information Visual message waiting indicator information is sent to a display phone in either SDMF or MDMF. The Strata CS default is the SDMF format.
CHAPTER 7 CHAPTER 7 MANAGING WORKGROUPS CHAPTER CONTENTS About Workgroups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Creating a Workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About Workgroups ____________________________________ A workgroup is a group of related extensions or contacts. With Strata CS workgroups you can manage how calls are directed to groups of users, IVR Plug-ins, auto attendants, or queues. Workgroups appear in the Workgroups view. Note: Workgroups replace Contact Groups, which were supported in prior versions of Strata CS. Strata CS provides two types of workgroups: public and personal.
Workgroups view To add, edit, and delete public workgroups, click the Workgroups button in the View bar to open the Workgroups view: Creating a Workgroup __________________________________ To create a public workgroup, choose File > New > Workgroup and enter information on the tabs in the Workgroup dialog box. Using the General tab On the General tab, you must enter the Name of the workgroup and at least one member. You can optionally add a note about the workgroup in the Description field. CHAPTER 7.
To add members to the workgroup, select names from the list of Available extensions and click Add. Press CTRL to select multiple names from the list. Use the up and down arrows next to the list of Members to arrange the order of the members. The order in which the names appear can be used in conjunction with a Routing List and the sequence can be either “top down” or “round robin” for calling within the workgroup. You can also use the Remove button to delete members from the list.
Assigning a DID number to a workgroup You can assign a DID number to a workgroup from the block of numbers provided by your telephone. When Strata CS recognizes this number as the final digits on an inbound call, the caller is automatically connected to this workgroup, bypassing the main auto attendant. To assign multiple DID numbers to a workgroup, separate each number with a comma (,). For more information about DID, see “ANI/DID digit collection” on page 5-5.
CHAPTER 8 CHAPTER 8 MANAGING OUTBOUND CALLS CHAPTER CONTENTS About dialing services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 The Dialing Services view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4 How you can use dialing services . . . . . . . . . . . . . . . . . . . . . . . . . 8-5 Access codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7 Adding a Phone Number dialing service . . . . . . . . . . . . . . . . . . .
About dialing services__________________________________ Your Strata CS Server can place outbound phone calls over several different types of trunk. A Strata CS dialing service is used to manage calls over a specific type of trunk. For example, a Phone Number dialing service is used to manage calls over a group of PSTN trunks, while an Internet Address dialing service is used to manage calls over a group of Internet trunks.
n Internet-to-Centrex/PBX Extension service. Gateway service used to dial Centrex or PBX extensions or other custom numbers through another Strata CS Server at a remote location. The call connects to the remote Server using the Internet or a private TCP/IP network, and the number is dialed from that Server. With this type of service you can directly dial a Strata CS extension on the remote Server, or 411, or # to log in to an account on the remote Server.
dialing service of the least expensive carrier, based on the call’s time and date. Users do not have to remember separate access codes for the two carriers because they always dial the access code for the routing service. For detailed information on routing services, see “Routing services” on page 8-29. The Dialing Services view _______________________________ To add, edit, and delete dialing services, click the Dialing Services button in the view bar to open the Dialing Services view.
Column Description Access Code Number that users dial to access this service. For example, 9 to access a dialing service that routes all phone number calls. See “Access codes” on page 8-7 for more information. Note: You can see the access code for a call in the From code and To code columns of the Call Log view. Enabled If checked, Strata CS allows users to dial using this service. See “Disabling dialing services while creating them” on page 8-7.
n Use the same trunks in different ways. For example, you can send both Centrex numbers and regular phone numbers over your Centrex trunks. You would create a Centrex/PBX dialing service (access code 6) and a Phone Number dialing service (access code 9) that route calls to the same group of trunks. You would define the Phone Number dialing service to automatically prefix another 9 to the number dialed by the user, so that the user gets an outside line from the Centrex system.
Using dialing services to install and troubleshoot trunks You can also use dialing services to install and test new trunk lines without interfering with live call handling on the Strata CS Server. You add the new trunks to a service that you use for testing. After the trunks work properly, you can move them to the default Phone Number service or another dialing service that users access to place calls. You can also use dialing services to isolate problem trunks from your system without interrupting service.
Avoiding dialing ambiguities When setting up access codes and extensions, it is possible to introduce ambiguities that will delay dialing. For example, if you have a dialing service with an access code of 9 and a user with the extension 901, a user who dials either one to make an external call will experience a delay in getting a dial tone while Strata CS waits to see if the number is complete. Note: Users can bypass the delay by pressing # after dialing.
Creating a dialing service with access code 0 By default, 0 is the Operator user’s extension. To use 0 as a dialing service access code (for example, to have users dial 0 to get an outside line), you must first change the Operator user’s extension to a number other than 0. Even when the Operator user’s extension is a number other than 0, callers must press 0 from within the system to transfer to the Operator.
Adding a Phone Number dialing service ___________________ A Phone Number dialing service allows users to dial standard telephone numbers over analog and digital trunks. 1. Choose Dialing Services > New Dialing Service > Phone Number Service. 2. On the General tab, enter the following basic information about the dialing service: n Name. Access code. Choose a name and access code that will make it easy for users to select this dialing service when placing a call.
to the phone company as the user dials them and let the phone company determine when the dial string is complete. Digits are normally sent as the user dials them. In certain cases, however, you can collect all digits if you want to do either of the following: n n Simulate a dial tone for carriers that do not generate a dial tone after a Primary Interexchange Carrier (PIC) code (in the U.S., you can create a dialing service that uses a PIC code prefix to access a particular carrier).
dialing service automatically dials the number of the calling card (the prefix), and then dials the number the user dialed, and then supplies the credit card number (the suffix). 3. Trunks tab. Click the Trunks tab (see “Trunks tab” on page 8-18) and choose the trunks that this dialing service will use to place calls. 4. Location Settings tab. Click the Location Settings tab (see “Location Settings tab” on page 8-20) and specify the location of the Strata CS Server.
2. On the General tab, enter the following basic information about the dialing service: n n Name, access code. Choose a name and access code that will make it easy for the users to select this dialing service when placing a call. See “Tips on access codes and names for services” on page 8-7. Enabled. To make this dialing service available to users, leave Enabled checked. Clearing the checkbox disables the dialing service so that users cannot select it.
If you check this option, Strata CS assumes that all digits have been dialed when the dialing service ambiguous time-out elapses, and places the call (for more information, see “Setting dialing timeouts” on page 4-13). Users can dial # when they are done dialing to skip the time-out and place the call immediately. n Dial prefix and dial suffix. Enter any digits to be dialed automatically before or after the phone number dialed by the user.
so that users cannot select it. Disabling can be useful if you want to click OK before you are finished defining the dialing service, or later if you want to change or troubleshoot the dialing service. n Hidden. To hide this dialing service in the Client, check Hidden. This setting is typically enabled to hide dialing services that you use for testing purposes or only want to make available to users through a Routing service (see “Routing services” on page 8-29).
n Name, access code. Choose a name and access code that will make it easy for the users to select this dialing service when placing a call. See “Tips on access codes and names for services” on page 8-7. n Enabled. To make this dialing service available to users, leave Enabled checked. Clearing the checkbox disables the dialing service so that users cannot select it.
Adding an Internet-to-Centrex/PBX Extension service________ You use an Internet-to-Centrex/PBX Extension service to dial any number such as an extension or 411, or # to log in to Strata CS from the remote Server’s dial tone. You can also use an Internet-to-Centrex/PBX Extension service to dial Centrex or PBX extensions or other custom numbers from a remote Strata CS Server. For complete information on setting up Strata CS for IP telephony, see Chapter 13, “Configuring Internet Telephony Support.” 1.
n Minimum, Maximum number of digits.
1. Click the Trunks tab. 2. Identify the trunks allocated by the service: n Use trunks in this order. Choose the algorithm used to allocate trunks from the dialing service: n Bottom to Top. Trunks are allocated starting at the bottom of the list each time. If a trunk is busy, the next trunk up is allocated. n Top to Bottom. Trunks are allocated starting at the top of the list each time. If a trunk is busy, the next trunk down is allocated. n Round Robin.
n n Phone Number service: analog and digital trunks n Centrex/PBX Extension service: analog and digital trunks n Internet Address service: Internet trunks n Internet-to-Phone Number service: Internet trunks n Internet-to-Centrex/PBX Extension service: Internet trunks Selected trunks. Lists the trunks that will be allocated from this dialing service. Use the up and down arrows to move a trunk higher or lower in the list.
n Long-distance prefix. Prefix required to dial a long-distance number from the Server location. In the U.S., enter 1. Outside of the U.S. and Canada, the long-distance prefix is typically 0. n International prefix. Prefix required to dial an international number from the Server location. In the U.S., enter 011. Outside of the U.S., the international prefix is typically 00. n n n Area code. City or area code for local phone numbers. Dial local numbers without area code.
To change the codecs used by a dialing service 1. Click the Codecs tab. This dialog box lists codecs assigned to the service so far. It does not display the default codecs assigned at the Internet span level. To view the default codecs, you must display span properties in the Trunks view. 2. To override the codecs set up at the Internet span level, click Use the following codecs. 3. Click Add to add another codec, or select a codec and click Edit to change any of the parameters used with the codec.
Note: If you did not check Dial local numbers without area code, you usually do not need to specify dialing exceptions. 1. Click the Dialing Exceptions tab. This tab displays dialing exceptions created so far. If these settings are incorrect, calls dialed automatically to local exchanges will be dialed as long-distance calls. 2. Click Add to create a new dialing exception, or Edit to modify an existing one. The Dialing Exception dialog box opens.
dialing rule for the 617 area code has been defined. Click Apply to save the default dialing rule. 4. In Number, enter the exchange within the selected City/Area code that requires a dialing exception. Select the Dial string to be used for calls to this exchange from the drop-down list. In the following figure, the dialing exception for the 235 exchange has been defined. 5. Click Apply to save the dialing exception.
Exporting and importing dialing exceptions You use these functions to copy dialing exceptions from one Strata CS Server to another, or from one Phone Number service to another on the same Strata CS Server, so you do not have to retype them on each system. Dialing exceptions are exported into a comma separated value (.CSV) file. To export dialing exceptions 1. In the Phone Number Service dialog box, click the Dialing Exceptions tab. 2. Click Export. The Export Dialing Exceptions dialog box opens. 3.
2. Click Import. The Import Dialing Exceptions dialog box opens. 3. Enter the filename. Click Browse to search for the file. 4. Click Finish to import the file. Permissions tab The Permissions tab is used only for Phone Number dialing services (see “Adding a Phone Number dialing service” on page 8-10). Dialing service permissions allow or restrict users from dialing certain numbers when using specified dialing services. You can set permissions for dialing services or for users.
To set dialing service permissions 1. In the Phone Number Service dialog box, click the Permissions tab. 2. Specify the default behavior when users dial a number using this service, by selecting one of the following options: n allow all. Users can dial all numbers over this dialing service except the disallowed ones listed below. n disallow all. Users cannot dial any numbers over this dialing service except the allowed ones listed below. 3.
set up on the Location Settings tab (see “Location Settings tab” on page 8-20). n n You want to allow calls to some exchanges in the 330 and 440 area codes, which are dialed with a 1 in front of them because they are long-distance calls, for example, 1-330-531-1234 and 1-440-674-4321. In addition, you want to prevent calls to all other long-distance and international numbers, but allow calls to 1800 and other toll-free numbers.
In this example, the rules are applied in this order, longest to shortest: 1330531—allow 1440674—allow 1800—allow 011—disallow 1—disallow The following numbers are allowed: 1 330 531 1234 1 800 123 4567 731 4521 (in the local area code) The following numbers are disallowed: 1 347 555 1212 1 330 532 1212 011 44 181 555 1212 Routing services ______________________________________ A routing service is a special type of dialing service that routes calls through other dialing services.
n Service/Reason. The example gives the access code and name of the target dialing service for this rule. If the rule’s action was Stop, this column would list the reason for stopping. n Notes. Comments that you enter when you create the rule. A routing service can have many different routing rules. The routing service attempts to match the number dialed to each routing rule until it reaches the end of the routing rules or finds a rule that tells it to stop processing the number.
n Schedule the use of different dialing services for the same number to implement least cost routing. You have three different carriers for long-distance calls. One is the least expensive during business hours, one during the evening hours of business days, and one during nights and weekends. You would set up three dialing services for the three carriers. In your routing service, create three routing rules, all of which match long-distance numbers but are in effect during the three different times.
5. If a call is placed during hours defined by the Weekdays schedule, use the least expensive carrier. The PIC code 10-10-321 is added to the dialed digits before the number is passed to the T1 line dialing service. 6. This rule will be used when the call is not placed during Weekday hours. The rule uses the same target dialing service as rule 5, but it doesn’t append the PIC code. 7. This rule has a different target dialing service than the previous two.
A routing service does not have location settings of its own, but every routing service is configured with a default dialing service (see “Adding a routing service” on page 8-33). The location settings of the default dialing service supply the information needed to convert a number to the local form. Applying permissions in routing services When a routing rule has a Phone Number dialing service as its target, the target dialing service must check user permissions (see “Permissions tab” on page 8-26).
n Enabled. To make this routing service available to users, leave Enabled checked. Clearing the checkbox disables the routing service so that users cannot select it. Disabling can be useful if you want to click OK before you are finished defining the routing service, or later if you want to change or troubleshoot the routing service (see “Disabling dialing services while creating them” on page 8-7).
Routing Rules tab The top pane on the Routing Rules tab displays routing rules for this service. The columns in the top pane contain the following information: n Schedule. Scheduled times at which the rule will be applied. Contains “Always” if no schedule was defined. n Digits dialed. Pattern that will match the dialed numbers you want the routing rule to process. n n n New digits. Pattern of the digits to be passed to the target dialing service. Action.
Add a new routing rule When you click Add On the Routing Rules tab, the Add Routing Rules dialog box opens. Use this rule under the following conditions In this section of the dialog box, you can define which numbers the rule will match and, optionally, set a schedule for when this rule is in effect. n n Digits dialed. Type the pattern that will match the dialed numbers you want the routing rule to process. For example, Nxxxxxx would match any seven-digit local number.
Execute the following action In this section of the dialog box, you can specify the action to be performed with the dialed digits. You have a choice of two actions: you can either Route to pass the number to the target dialing service, or Stop to stop processing of any further routing rules that use this pattern. The action you choose is displayed in the Action column of the Routing Rules tab. n Route the call to another dialing service. Select to pass the number to the target dialing service.
Defining patterns to match the dialed digits You can include any of the characters listed below in the Digits dialed that the routing rule uses to match digits received (see “Use this rule under the following conditions” on page 8-36). Routing rules can match the exact digits in phone numbers, such as 16173540600, or use number patterns that include variables to match all dialed digits that fall into a more general category.
match calls to any seven-digit phone number in these three area codes. Doing this would enable you to consolidate your handling of 617, 781, and 508 calls in a single routing rule. To add a routing variable 1. Click Variables on the Routing Rules tab (see page 8-35). Note: This dialog box can also be accessed by choosing Tools > Routing Variables in the Dialing Services view. 2. Click Add. The Routing Variable dialog box opens. 3.
Defining a new number for a routing rule You can include any of the characters shown in the following table in the New number defined for a routing rule (see “Add a new routing rule” on page 8-36). Characters Digits placed in the new number N, x Places the digit that the variable matched into the new number. The position of the variable within the match pattern is preserved in the new number.
Note: The last example in this table assumes that the U.S. is the country and 617 is the area code the Location Settings of the routing rule’s dialing service.
CHAPTER 9 CHAPTER 9 HANDLING INBOUND CALLS CHAPTER CONTENTS About call routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2 Using auto attendants. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4 Setting up an auto attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-7 Routing calls directly to a user . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-18 Routing calls to workgroups . . . . . . . . . . . . . . . . . . . . . . .
About call routing _____________________________________ This chapter provides an overview of call routing options in Strata CS and directs you to the chapters in this manual that explain in detail how to use them. With Strata CS, you can route incoming calls in the following ways—you can use one of these options or several of them in combination: n n n n n n n n Route calls to an auto attendant. Incoming calls go to an auto attendant, at which callers enter an extension number.
CHAPTER 9.
Using auto attendants _________________________________ By default Strata CS uses auto attendants to route calls to users. Auto attendants are powerful tools that offer callers recorded information, verbal menus, and other features. An auto attendant automatically answers incoming calls on a trunk line and plays a recorded message that offers callers options for directing their calls. For example, a recorded message might say, “Welcome to Barchetta Industries. You may dial an extension at any time.
What callers hear The auto attendant recording that callers hear is a series of short individual recordings. The individual recordings are the following: n A greeting. The greeting is the first thing the auto attendant plays when it answers a call, for example, “Thank you for calling Barchetta Industries.” n Menu prompts. Each menu prompt recording tells callers about a single option. For example, “For Sales, press 1.
The Auto Attendants view To create and manage auto attendants, click the Auto Attendants button in the view bar to open the Auto Attendants view. Each auto attendant that you create appears as a row in the Auto Attendants view. A nested auto attendant is considered a separate auto attendant and appears on its own row. The following table shows the information that appears for each auto attendant. Column Description Name Descriptive name assigned to the auto attendant.
Setting up an auto attendant_____________________________ To set up an auto attendant, you must perform the following steps: 1. Define the menu choices that you want to offer to callers. 2. Set up the menu prompts that explain each menu choice. 3. Optionally, schedule greetings and call transfer behavior to further customize the auto attendant. 4. Assign the auto attendant to a trunk. Creating a new auto attendant 1. Select Auto Attendants > New Auto Attendant. The Auto Attendant dialog box opens.
provider. When Strata CS recognizes this number as the final digits on an inbound call, the caller is automatically connected to this auto attendant, bypassing the main auto attendant. To assign multiple DID numbers to an auto attendant, separate each number with a comma (,). n Description. Information that describes the auto attendant. 3. Record a greeting that plays before any menu choices are offered to the caller. A typical greeting is, “Thank you for calling Barchetta Industries.
An auto attendant must always contain an action to take when the caller does not press any key at all, so that the caller is not abandoned. This is called the “nothing” menu choice. You specify how long the auto attendant will wait for a key press (after the last prompt finishes playing) before performing the “nothing” action. The prompt associated with the “nothing” action plays only after the time-out elapses, not with the prompts for other actions.
To add or modify a menu choice: 1. In the Auto Attendant dialog box, click the Menu Choices tab. The following table shows the information that appears for each menu choice that has been defined for this auto attendant. Column Description Key Key that the caller presses (0-9, *, or #) to perform the menu choice. Description Action Strata CS performs when that key is pressed.
2. Click Add to create a new menu choice. Click Edit to modify the selected menu choice.The Edit Menu Choice dialog box opens. 3. On the General tab, type the text of the Prompt to offer this menu choice, for example, “For Sales, press 1.” Use the audio buttons to record the prompt. For more information, see “Using the audio controls” on page 2-10. 4. Type the key that callers must press to select the menu choice. Valid keys are 0-9, *, or #. 5.
6. Click the Advanced tab. 7. To Change the caller’s telephone prompts to another language that was installed with Strata CS, select the language from the drop-down list. When callers press the key associated with this action, all subsequent prompts are in the language you specify here. For example, to give callers the option of accessing a dial-by-name directory in Spanish, set up a dial-by-name menu choice on the General tab, and then select Spanish on the Advanced tab. 8.
these fields as follows: Menu choice Variable Name Variable Value 1 Product ABC 2 Product XYZ The Call Monitor would then indicate whether a call was regarding product ABC or XYZ. For details on how to configure the Call Monitor to display custom variables such as these, see Chapter 15 of Strata CS Client User Guide. For more information about IVR Plug-ins, see Chapter 14, “Extending Strata CS.” For more information about queues, see Strata CS Call Center Administrator Guide. 9.
You can also modify the Number of seconds before performing ‘nothing’ menu choice. Note: A fax tone can take up to 7 seven seconds to be recognized. A short auto attendant prompt (one that announces the company name only, and then transfers the call to a user) combined with a short number of seconds before performing nothing menu choice setting can result in inaccurate fax detection results. The combined time for the auto attendant prompts and the wait for nothing must be a minimum of 10 seconds. 11.
To schedule transfers or greetings: 1. Create a new auto attendant or edit an existing one. Click the Scheduled Actions tab. The following table shows the information that appears for each scheduled action already defined for this auto attendant. Column Description Enabled If checked, the action will be performed as scheduled. If unchecked, the action is temporarily disabled. Description Time period during which the action will be performed. Action Action that will be performed.
2. Click Add to schedule a new action. Click Edit to modify the selected action. 3. Select the time period during which the action will occur, as follows: n n 4. To view or change the work schedule (the hours covered by this time period), click Business Hours. For more information about setting a work schedule, see “Defining a schedule for e-mail and pager notification” on page 6-20.
5. Check Enable this schedule action to activate this action as soon as you save the auto attendant. If unchecked, the action is temporarily disabled. 6. Click OK. Setting up hold music You can set up hold music for an auto attendant that is different from the system-wide hold music. Callers hear an auto attendant’s hold music while the auto attendant is transferring them to an extension, and they continue to hear it while on hold until they reach a part of Strata CS that uses different hold audio.
For more information about deleting items in Strata CS, see “Deleting items” on page 2-9. Routing calls directly to a user ___________________________ This method dedicates a trunk to a single user. All incoming calls on the trunk are sent to that user. If the user is busy or doesn’t answer, the calls follow the user’s routing list. The only outgoing calls on the trunk are those placed by the user’s phone.
For more information about routing inbound calls on a trunk, see Chapter 5, “Managing Trunks and Spans.” Routing calls to workgroups_____________________________ You can have incoming calls ring the phones of all users in a workgroup at the same time. The first user to answer the call is connected to the caller. This feature is handy for departments or small offices in which it does not matter who answers an incoming call.
CHAPTER 10 CHAPTER 10 USING ACCOUNT CODES CHAPTER CONTENTS About account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Setting up account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3 How users enter account codes . . . . . . . . . . . . . . . . . . . . . . . . . . 10-7 Viewing account codes in the Call Log . . . . . . . . . . . . . . . . . . . . . 10-8 Generating account code reports . . . . . . . . . . . . . . . . . . . . . . . . .
About account codes __________________________________ Strata CS allows you to track your phone traffic by having users enter an account code for each call. Account codes can represent anything to do with your phone traffic that you want to track. Users enter an account code on their telephone keypads whenever they place a call or during a call. You can define the available account codes and tell your users the codes they must enter under specific circumstances.
Setting up account codes _______________________________ This section describes how to set up your Strata CS system to use account codes. Setting general account code options To set up the general behavior of account codes in your system, choose Tools > Account codes. The Account Codes dialog box opens. 1. Under Default inbound mode and Default outbound mode, choose the account code modes that you want to be the defaults for new users. The default is “Stations with no users assigned”.
outbound call. Check this option to prompt for an account code immediately after the user dials an access code (for example, 9). Uncheck the box to prompt for account code after the user completes dialing the phone number. 3. Check Verify account code according to range to have the system verify account codes by length. If an account code contains too many digits or too few digits, the user is prompted to enter it again.
To set a user’s account code modes 1. Double-click a user in the Users view. The Users dialog box opens. You can also set account code modes when you create a new user. 2. Click the Dialing tab. 3. Under Account codes at the bottom of the dialog box, select the user’s account code modes for inbound and outbound calls. For an explanation of the account code modes, see “Setting general account code options” on page 10-3. 4. Click OK.
Formatting the text file Type each account code as a separate line in the text file. Blank lines are permitted and are ignored by the system. If you want to add a comment line that is ignored by the system, begin the line with a semicolon (;). Account codes can contain only the numbers 0 through 9 and the two wild card characters (see the next section). Note: Account codes in the text file must meet your account code length requirements.
Valid Invalid 12?% %12 12?????% 12%? Note: Account codes that are identical except for wild card characters conflict with each other. For example, 1234 conflicts with 1234?, 1234??, or 1234%. In the case of conflicting entries, only the first entry is used to verify account codes. Using a verbal account code prompt By default, the account code prompt is a single beep. You must explain to your users that they must enter an account code when they hear the beep.
n During a call. A user can press Flash to put a caller on hold, and then press *11 to enter an account code for the ongoing call. Users can use this command as many times as they want during a call to change or correct the account code for the call. The last account code entered is the one used. This method is the way account codes are entered for inbound calls. n Before dialing a call. A user can press *11 before dialing a call to enter an account code for that call.
CHAPTER 11 CHAPTER 11 MONITORING & BACKING UP CHAPTER CONTENTS About monitoring and backing up your Strata CS system . . . . . . 11-2 Using the Device Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3 Using the Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-7 Monitoring database and disk usage . . . . . . . . . . . . . . . . . . . . . 11-11 Backing up Strata CS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About monitoring and backing up your Strata CS system_____ You can monitor your Strata CS system by using the following Strata CS features: n Device Monitor. View current station and trunk status. n Call Log. Review call history. n Storage tab in the System Settings dialog box. Monitor available space in the Strata CS database and keep track of how much space individual users are using for voice messages and greetings. n Windows Event Log. Monitor Server disk usage and system-wide event logs.
Using the Device Monitor _______________________________ The Device Monitor view shows current station and trunk activity on the system. This information is useful for monitoring current usage and identifying potential bottlenecks. Note: You can view the same information and perform the same tasks using the Device Monitor utility, which runs independently of the Administrator. The Device Monitor utility (TVDevmon.exe) is installed on the Strata CS Server.
Column Description Status Current station activity. Station status codes include: n Startup. Strata CS system is starting. n Idle. Station is free (on-hook). n In Call. Station is in use (off-hook). n n n n Playing hold music. Station is used for music on hold. Reorder. Station has been left off-hook for too long, or is in an error condition. Navigating TUI. User is logged in on the trunk and listening to the auto attendant menu. Not responding. Station is not responding to device status queries.
Column Description Status Current trunk activity. Some of the trunk status codes are: n Idle. Trunk is free (on-hook). n n n n n n n n In call. Trunk is in use (off-hook). Dialog Node. Caller is listening to the auto attendant menu. Calling. Strata CS is ringing the trunk. No loop current. Trunk is not connected to the telephone company. Reorder. Trunk is in an error condition. Navigating TUI. User is logged in on the trunk and listening to the auto attendant menu. Not configured.
n n Run the Robbed Bit T1 Experimenter, modify signaling information (for example, Pickup, Hangup, Digit Collection), and then enable the device to pick up the changes. Run ISDIAG to place an outbound call to determine the correct call parameters. You can then apply these parameters to the Strata CS registry, enable the device, and try it again. Disabling a trunk does not allow you to modify Dialogic settings.
menu. You cannot restart both trunks and stations in the same operation. 2. Click Yes to confirm the restart. Starting a new Server log Choosing Device Monitor > Start new Server log creates a new Strata CS Server log file. Perform this option only under the direction of your Strata CS provider. Using the Call Log _____________________________________ The Call Log view displays a record of the calls placed and received on the system. Each call appears as a row in the view.
Column Description From Name of the person who placed the call. On incoming calls, “Unknown” appears unless the user identified the caller as a contact. On outgoing calls, this column contains the user’s name. To Name of the party who received the call. On incoming calls, the user’s name appears. On outgoing calls, “Unknown” appears unless the user identified the person as a contact. Answered By Name of the user who answered an incoming call. Useful for analyzing data for ACD workgroups.
Column Description Result How the caller’s wait ended. The assigned values for the possible outcomes are: n 0 - Abandoned. Caller hung up before call was answered. n n n n n n 1 - Connected. Caller was connected to a party. 4 - Left message. Caller went to voice mail, but did not necessarily leave a message. 5 - Blind transfer. A blind transfer sent the caller to another party. 6 - Supervised transfer. A supervised transfer sent the caller to another party. 7 - Unknown.
Column Description From Rules If checked, Strata CS’s dialing rules will be applied when returning this call. To Type Type of outgoing call: Phone, Centrex, or Internet. To Code Access code used to dial an outbound call. To Rules If checked, dialing rules were used to make an outbound call. Custom Data Custom data, if any, associated with the call. For most systems this contain only “Notes=”, meaning there were no call notes on the call.
Exporting the Call Log You can export system call records to a comma separated value (.CSV) file that can be read by most spreadsheet and database programs. Exported Call Log entries are not deleted from the Strata CS database, and the size of the Strata CS database does not change after an export. 1. Choose File > Import and Export. The Import and Export Wizard opens. 2. Under Select an import or export action, select Export Call Log and click Next. 3.
You must also regularly back up the Strata CS voice prompts and user voice message files by copying the files to another location. Important: To successfully restore Strata CS data, you must have created synchronized backup sets of the database and voice files. The best way to accomplish this task is to perform an offline backup of both the database and the voice files, as described in the procedures that follow. To perform an online backup of the Strata CS database 1. Choose Tools > Backup Database. 2.
To restore the Strata CS database from an online backup 1. Make sure that the Strata CS Server has been shut down (see page 11-14) and that there are no copies of the Strata CS Client or Administrator running (except the one you are using). 2. Choose Windows NT/2000 Services in the Control Panel to stop and restart the MSSQL service (doing this ensures that no one is connected to the database Server). 3. From the Strata CS Administrator, choose Tools > Restore Database. 4.
2. Copy the latest version of the files from your backup device to the \Vfiles directory. Be sure to include the \Vfiles\Temprecs directory and its files. Shutting down the Strata CS Server Choose Tools > Shutdown Server. Select one of the following options, and then click OK: n n Immediately shut down and terminate all calls. Shuts down the Server when you click OK, terminating any calls currently in progress. Prevent new calls in __ minutes, then shutdown when existing calls are finished.
You can set up Strata CS to send e-mail notifications when Strata CS-related events are logged to the Event Log. For more information, see “The General tab” on page 4-3. To view the Windows Event Log 1. Choose Start > Programs > Windows NT Administrative Tools (Common) > Event Viewer. If you are not running the Event Viewer on the Strata CS Server, choose Log > Select Computer. 2. Choose Log > Application. 3. Review the log for Strata CS or the database Server messages.
104 - Error DSSQL Error: xxxx This message contains an error message returned to the Strata CS Server by SQL Server. These message are often useful to Strata CS providers or Toshiba support for assessing a Strata CS problem and must not be discarded. 105 - Error No Voice Resource Available This message indicates that the trunk boards in your Server were unable to provide a voice resource for a requested operation.
If this message occurs only occasionally when the system is under heavy load it can be ignored. If the error occurs frequently, however, it may indicate you must purchase additional resources for your current load. Contact your Strata CS provider. 111 - Warning Unable to start Strata CS Mail Server. Voice Mail notifications via Email will be disabled. On startup, the Strata CS Server was unable to establish a link with your e-mail post office.
117 - Error Stopped using trunk ##: the trunk may have been disconnected. Strata CS Server has stopped using a trunk. 118 - Error Failed to Restart Strata CS Server: Total Restarts Exceeded Strata CS Server failed to restart after trying several times. 119 - Error Failed to Stop Device Handle ## Strata CS Server failed to stop a Dialogic device. You may need to manually restart this device in the Device Monitor. 120 - Error Unable to start Strata CS Exchange Server synchronization.
125 - Error Unable to start IVR Plugin: License count exceeded. Unable to start the IVR Plug-in because the number of your station licenses is less than the total number of stations assigned to users plus the total number of IVR Plug-ins currently running (every running IVR Plug-in uses 1 station license). 126 - Error Insufficient licenses: ## Strata CS Server detects an insufficient number of trunk, IP trunks, user, or Server licenses, and the Server was unable to start.
Using the Maintenance Log view The Maintenance Log view displays tracked actions and presents details about each action. Information contained in the log is stored in the database. To view the Maintenance Log, click its button in the view bar.
reported problems, see the Known Issues topic in the online Help for the Strata CS Administrator. The problem report package The problem report package is a single .CAB file. It contains all the information gathered about the problem by the Problem Report Wizard. The Wizard saves the problem report package to the location you specify.
Send the problem report package to your technical support representative by attaching it to an e-mail message or transferring the file. Because a problem report package can be large, after you send it to your technical support representative, delete it from your system to regain disk space. To e-mail a problem report package 1. Right-click the package icon on your desktop (or the .CAB filename if you saved the problem report package to a different location.) 2. Choose Send To > Mail Recipient.
you create a single problem report package. See “Reporting distributed problems” on page 11-24. Examples of distributed problems include: n n n n Problems with specific calls in the Client or Administrator Call Monitor. Problems with specific voice messages in a Client voice messages folder. Call-handling problems that involve the Client or Administrator Call Monitor (calls cannot be conferenced, for example). User cannot make outbound calls from the Client.
package, uncheck the Limit logs to the following time frame. Reporting workstation application problems For a problem with any of the Strata CS workstation applications—Client, Administrator, or TAPI Service Provider—run the Problem Report Wizard on the computer that is experiencing the problem. The Wizard automatically collects the required information. To report a workstation application problem 1. On the computer that is experiencing the problem, choose Start > Run.
problem involved a specific call or message, and then copy and paste the call record from the Call Log on the Server. 4. Check This report includes a Problem Report Package from the Strata CS Client. The Wizard automatically browses the Packages folder on the Server so that you can select the .CAB file that was produced on the user’s computer. The Wizard then includes that file in the problem report package it creates on the Server.
CHAPTER 12 CHAPTER 12 SYSTEM PROMPTS CHAPTER CONTENTS About system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2 The System Prompts view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2 Managing system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-3 Recording system prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-5 Localizing the telephone commands . . . . . . . . . . . . . . . . . . . . .
About system prompts _________________________________ This chapter explains how to play and rerecord the system prompts used throughout Strata CS.You can use the standard prompts included with the system or record over them to create customized prompts. The System Prompts view ______________________________ The System Prompts view in the Administrator allows you to listen to and change the recordings used for standard system prompts and auto attendants.
Column Description Comment How the prompt is used in Strata CS. Applies to custom prompts and auto attendant prompts only, blank for all other prompts. Language The set of language prompts this system prompt belongs to. Controlling the prompt display By default the System Prompts view displays all system prompts on the Strata CS Server. Use the control on the toolbar if you want to display only the custom prompts you have recorded or only the prompts for a single language.
To play a system prompt: 1. Select the name of the prompt that you want to play. 2. Choose System Prompts > Play. Exporting system prompt text Select File > Import and Export to export system prompt text into a .CSV file for processing by a professional recording studio or for maintenance purposes. Importing system prompt text Select File > Import and Export to import system prompt text into a .CSV file that was processed by a professional recording studio or was modified.
Recording system prompts______________________________ You may want to record over system prompts for some of the following reasons: n n n n You want your custom prompts and system prompts to be recorded with the same voice. You want to change the message text of a prompt, for example, the Welcome message. You have access to voice talent that you prefer over the existing Strata CS voices.
The American English .VAP and .VOX files are located in: C:\Program Files\Strata CS Server\Vfiles\EN00 The American English .VAP file is called TVLEN00.VAP. The recording process To record a complete set of system prompts, you must do the following: n Record the .VAP file. n Build the indexed .VAP file. n Record the .VOX files. n Test the new prompts. n Deploy the new prompts.
Using the standard Strata CS voices To add or modify prompts using one of the standard Strata CS voices, contact these companies that provided the original set of prompts. They can record new voice files using the standard voices: Language Voice Contact U.S. English “Ellen” Marketing Messages 51 Winchester Street Newton, MA U.S. 02461 800-486-4237 (phone) 617-527-3728 (fax) http://www.marketingmessages.com Latin American Spanish “Claudia” Marketing Messages U. K.
See “Testing system prompts” on page 12-10 for information about using the Sentence Tester to assist with some of these tasks. Deploying the new prompts After all files are tested, you can replace the existing prompt files with the new ones. Place all new .VOX files and the .VAP file in the following directory: C:\Program Files\Strata CS Server\Vfiles\User The following auto attendant prompts must also be copied to the User directory. AACLOSED.VOX AAHI.VOX AA4SBN.VOX AAOPORWT.
To record over a prompt 1. In the System Prompts view, double-click the prompt name. 2. In the Edit System Prompt dialog box, type the text of the new prompt in the Contents box. Use this text as a script when recording the prompt. 3. Record the prompt. See “Using the audio controls” on page 2-10 for more information. 4. Click OK to save the new version of the prompt. Recording over the .VAP file You can record over the .VAP file using a variety of recording tools and VAP tools.
The default location is: Program Files\Strata CS Server\Vfiles\User Testing system prompts You can use the Sentence Tester included with Strata CS to listen to system prompts in context over your telephone. By concatenating individual prompts into sentences and playing them as they are used in Strata CS, the Sentence Tester lets you evaluate intonation, emphasis, and consistency. Note: The Sentence Tester is available only on computers running Windows NT/2000. To use the Sentence Tester 1.
4. Select a sentence from the list. The Current sentence box displays how that sentence is described in the sentences.ini file. Many sentences consist of a single .VOX file. Other sentences are made up of several concatenated .VOX files, and may contain variables as well. 5. Double click on a sentence to play it, or select it and press Test. When your phone rings, pick up and listen to the sentence in the language you selected.
Localizing the telephone commands______________________ The Strata CS Localization Kit is available if you want to localize and record the telephone commands in another language. The Localization Kit includes all the necessary documentation and tools for localization. Although the process for recording system prompts is the same for localized system prompts, the localization process requires several more steps, which are described in the Localization Kit.
CHAPTER 13 CHAPTER 13 CONFIGURING INTERNET TELEPHONY SUPPORT CHAPTER CONTENTS About IP telephony and Strata CS . . . . . . . . . . . . . . . . . . . . . . . . 13-2 Placing calls to H.323 terminals such as NetMeeting. . . . . . . . . . 13-2 Enhancing a Web page with a “Call Us!” button . . . . . . . . . . . . . . 13-6 Connecting two Servers using IP Gateways . . . . . . . . . . . . . . . . 13-7 Fine-tuning your IP connection . . . . . . . . . . . . . . . . . . . . . . . . . .
About IP telephony and Strata CS ________________________ Strata CS seamlessly supports Internet telephony through an integrated Internet gateway that eliminates the need for external IP Gateway devices. Combined with dialing services, Strata CS’s Internet telephony support makes it as easy to place and receive Internet calls as regular telephone calls—whether you are calling from a station phone, remote phone, or using the Strata CS Client.
avoid this effect, the NetMeeting user must use an echo-cancelling microphone. NetMeeting is included with Windows 2000. To download NetMeeting for other operating systems: 1. Go to www.microsoft.com/downloads. 2. Select NetMeeting from the top list, select your operating system from the bottom list, and then click Find It! To allow Strata CS users to place calls to Microsoft Net Meeting or other H.323 terminals 1.
IP addresses are dialed with each part of the IP number separated by an asterisk (*). For example, dialing 71 123*45*67*89 calls the PC running NetMeeting at the IP address 123.45.67.89. Calling Strata CS from H.323 terminals such as Net Meeting Depending on how your Strata CS Internet span and company firewall is configured, Strata CS can receive calls from any H.323 terminal such as Net Meeting. 1. Configure your firewall to allow access to the IP address of one or more Strata CS Internet spans. 2.
Calling a Strata CS Server from Net Meeting To call a Strata CS Server from Net Meeting, enter the IP address or DNS name of the Strata CS span in Net Meeting’s phone dialer dialog box. Callers with Net Meeting 3.0 or later can navigate Strata CS using Net Meeting’s built-in touch-tone keypad. Calling a Strata CS DID number from Net Meeting If you configure Net Meeting to use a Strata CS Server as a gateway, Strata CS interprets numbers dialed by Net Meeting as DID.
Now any numbers entered in Net Meeting are sent to the Strata CS Gateway as DID. For example, placing a call to 1234 in Net Meeting will call the Strata CS auto attendant, user or IVR Plug-in with a DID of 1234. Using Windows 2000 Phone Dialer as an H.323 terminal A standard installation of Windows 2000 includes Phone Dialer, which has H.323 capabilities similar to those in NetMeeting. Phone Dialer allows you to make voice calls, video calls, and conference video calls from your personal computer.
Connecting two Servers using IP Gateways ________________ You can configure Strata CS’s integrated Internet gateway to connect two Strata CS Servers over the Internet or a private IP network (sometimes called a tie-line connection). Doing this allows users on one Server to make calls as if they were on the other Server. When two Strata CS Servers are properly configured, users can do the following: n n n n Place calls to extensions on the remote Server.
Receiving Internet calls from a remote Strata CS Server Incoming calls from a remote Strata CS Server appear like a local call. For example, caller ID name and number are delivered just as for regular internal or external calls, allowing users to identify and call back remote users easily. Codec use with IP Gateway connections When connecting two Strata CS Servers over an IP Gateway connection, the Servers must use the same codec lists. Otherwise, audio failure can occur during calls.
Illustration of an IP Gateway The following diagram illustrates Strata CS Servers in London and Boston, connected using an IP Gateway. In the top example, the administrator at the Boston Server set up an Internet-to-Phone Number dialing service with an access code of 71. The London Server has a Phone Number dialing service. Users in Boston can now dial phone numbers in London by dialing 71 followed by the phone number.
The IP Gateway’s extension is not meant to be dialed directly; it does not appear in the Client or the dial-by-name list, and calls to that extension will not go through. The extension is merely used behind the scenes to let remote Servers connect. You can use the IP Gateway to control remote users’ dialing permissions when placing calls through your Server.
Column Description Extension Extension of the IP Gateway on the local Server, used by IP Gateways on remote Servers to log in when connecting IP calls. Password Password of the IP Gateway on the local Server, used by IP Gateways on remote Servers to log in when connecting IP calls. Remote Address IP address or hostname of the remote Server. Remote Extension Extension of the IP Gateway on the remote Server, used by the local Server to log in when connecting IP calls.
To set up an IP Gateway 1. Have the following information ready: n The Internet address of the remote Server n The extension and password of the IP Gateway on the remote Server. 2. In the IP Gateways view, choose IP Gateways > New IP Gateway. 3. Enter a Name for the IP Gateway. Typically the name describes the remote Server’s location, for example, “London.” 4. Assign the IP Gateway a unique extension.
Important: The administrator on the remote Server needs to know the extension and password of your IP Gateway, to be able to correctly configure the IP Gateway on their Server that points to yours. Creating IP Gateway dialing services To use an IP Gateway connection, you must create at least one dialing service of the Internet-to-Phone Number or Internet-to-Centrex/PBX Extension type. For complete information about dialing services, see Chapter 8, “Managing Outbound Calls.
1. Choose File > New > Dialing Service > Internet-to-Centrex/PBX Extension Service. 2. On the General tab, enter the following information about the remote Server: n n IP Gateway. Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server. See “Creating an IP Gateway” on page 13-9. To create a new IP Gateway, click the IP Gateway button. Remote Server’s internal dial tone.
Immediately connecting to dial tone on the remote Server You can configure the dialing service to allow users to actually hear the remote Server’s dial tone, so they can log in and check remote voice mail boxes, or press 411 to access the dial-by-name directory on the remote Server. 1. Create a dialing service exactly like the one described above. 2. Set Minimum and Maximum number of digits to 0.
Gateway” on page 13-9. To create a new IP Gateway, click the IP Gateway button. n Remote Server’s Phone Number service access code. Enter the access code of a Phone Number dialing service on the remote Server (typically 9). This field specifies the dialing service that the remote Server uses to place calls originating from your local Server. 3. Enter all other information necessary to create the dialing service. For instructions, see “Adding an Internet-to-Phone Number service” on page 8-15. 4.
1. Choose File > New > Dialing Service > Internet-to-Centrex/PBX Extension Service. 2. On the General tab, enter the following information about the remote Server: n n IP Gateway. Select the IP Gateway that will direct calls from this dialing service to a remote Strata CS Server. See “Creating an IP Gateway” on page 13-9. To create a new IP Gateway, click the IP Gateway button. Click Remote Server’s Centrex/PBX service access code.
n n n Dial any user’s extension directly, without an access code. See local users and remote users listed together in the Client’s Users view, Place Call To dialog box, and all other places where a list of users appears. Select any user when placing a call, transferring a call or creating a conference call. n Search for any user in the dial-by-name directory. n Forward calls to any extension, or include any extension in a routing list.
The IP Gateway Configuration Worksheet in Appendix C can help you plan your IP Gateway connection so that no conflicts occur. To create an IP Gateway user 1. From the Users view, choose Users > New User. 2. Under Type, select IP Gateway. 3. Under IP Gateway, select the IP Gateway that points to the remote Server where this user resides. To create a new IP Gateway, click the IP Gateway button. 4. Make sure that the Gateway user’s Extension matches the user’s extension on the remote Server.
6. From the Call Handling tab, click Call Forwarding. Click To another number. Under Call using, select the Internet-to-Centrex dialing service with which you connect to the remote Server. Under Number, enter the extension of the user on the remote Server. 7. Enter the rest of the user information, which governs how the Gateway user behaves on the local Server. For complete instructions on adding users, see “The General tab” on page 6-9. 8. Click OK.
CHAPTER 14 CHAPTER 14 EXTENDING STRATA CS CHAPTER CONTENTS About extending Strata CS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Extending Strata CS with off-the-shelf applications . . . . . . . . . . . 14-3 Extending Strata CS with third-party devices . . . . . . . . . . . . . . . . 14-4 The Strata CS SDK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About extending Strata CS ______________________________ Versatility is what makes Strata CS so powerful, and that versatility is enhanced even further by the ability to integrate other applications into the Strata CS Server. You can extend a Strata CS system in the following ways: n n n In-band signaling applications.
Extending Strata CS with off-the-shelf applications __________ Many off-the-shelf applications produced by third-party vendors can be integrated into the Strata CS Server without any custom programming. These applications are integrated in one of the following ways: n n In-band signaling applications can be configured to work with most Centrex and PBX systems, including Strata CS. TAPI applications can use the Strata CS TAPI Service Provider to communicate with the Server.
While any TAPI-compatible application should work with Strata CS, the following contact managers are actively supported: n Act! 3.0, 4.0, and 2000 n GoldMine 4.0 and 5.0, and FrontOffice 2000 n Microsoft Outlook 98 and Outlook 2000 For detailed instructions on how to install the TSP and use it with the supported contact managers, see the chapter on “Installing the Strata CS Workstation Applications” in Strata CS Installation & Maintenance Manual.
Note: If you choose any setting except the default Do not send digits, all call screening options are disabled for the station. Sending call type and extension number to a device The Send call type and extension number method sends DTMF digits that represent the call type and one or more extension numbers to help the third-party device determine where the call came from. Using this information, the third-party device can customize call handling for individual calls.
The possible combinations of DTMF digits that are sent to the device are described in the following table. Type of call DTMF digits sent Direct call to this extension from an external caller. “1” Direct call to this extension from an internal caller at another Strata CS source extension. “2{source extension}#” Call from an external caller to a different target extension.
Note: It is highly recommended that you use more than one voice mail device in a scenario such as the previous example. A single device at extension 300, for example, can only handle one call at a time—either a user checking for voice messages or an external caller leaving a message. If a second call comes in to the device while it is busy, the second call goes to the final action of extension 300’s routing list, which may be Strata CS’s voice mail, or any other final action that you configured.
Type of call DTMF digits sent Frank Smith at extension 101 calls Miri Anatolia at extension 102. If there is no answer or a busy signal at extension 102, the call rings Voice Mail at extension 300. "6102#101#" For an internal call re-routed by a routing list, the DTMF digits contain Frank’s and Miri’s extensions. The voice mail device can send Frank directly to Miri’s voice mailbox where he can leave her a message, and he may be identified as the sender.
Installing the Strata CS SDK The Strata CS SDK consists of sample programs and help files as well as the software libraries that programmers will use to integrate their applications with Strata CS. You can print the Strata CS SDK and API Programming Guide (TVSDK.PDF) and provide it to programmers. To install the Strata CS SDK 1. Run the TVSDK.exe program located in \Strata CS on the Strata CS CD. 2. Follow the instructions in the Strata CS SDK Setup window.
notification of new calls from the Strata CS Server, retrieve caller ID, DID, or other call data, and then optionally perform any voice processing (get digits, play or record greetings, perform database lookups, and so forth) using a telephony toolkit. After an IVR Plug-in finishes processing the call, it can hang up or transfer the call back to any Strata CS extension, auto attendant, voice mail box, or even another IVR Plug-in.
n Predictive dialers n Golf tee reservation systems n Ski condition hotlines IVR Plug-in licensing IVR Plug-ins are licensed at runtime and count against your station licenses. Your system may be configured to support an unlimited number of Plug-ins, but each simultaneous call to an IVR Plug-in will consume one station license for the duration of the call.
The Client API The Client API is an extensive collection of the COM objects used to write the Strata CS Client. It contains objects that are typically used to interact with the Strata CS Server database and the call-processing engine. Using the objects available in the Client API, your applications can use any function found in the Strata CS Client.
APPENDIX A APPENDIX A STRATA CS CONFIGURATION SETTINGS CHAPTER CONTENTS About Strata CS configuration settings. . . . . . . . . . . . . . . . . . . . . . A-2 Strata CS Server registry settings . . . . . . . . . . . . . . . . . . . . . . . . . A-2 Strata CS Workstation applications registry settings . . . . . . . . . . . A-7 Strata CS Server language locale settings. . . . . . . . . . . . . . . . . . A-11 Defining custom tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About Strata CS configuration settings ____________________ This appendix lists the Strata CS configuration settings that store low-level information that is rarely changed, or that cannot be changed using the Administrator. Many configuration settings are stored in the Windows registry on the Server computer and on client computers where one or more Strata CS workstation applications are installed.
HKLM\Software\Toshiba\Strata CS\Server\Settings ..\Server\Settings\ AnalogMinTrunkOnhookTime DWORD value specifying the minimum on-hook time in milliseconds before the trunk will be used for another outbound call. Default is 3000 milliseconds. BCPComPort DWORD value specifying the COM port used to connect to the BCP panel for Watchdog mode. The watchdog signal is transmitted by Strata CS over a serial cable that connects the PC COM port to the “RS-232 Watchdog Signal” port on the connection panel.
..\Server\Settings\ EmptySentItemsFolder DWORD value specifying whether or not to purge the Sent box in a Lotus Notes-based e-mail system each time an e-mail notification includes an attached voice message. If you are not using an e-mail system based on Lotus Notes, you do not need to define this setting. For more information, see “Using Lotus Notes for e-mail notification” in Strata CS Installation & Maintenance Manual. Default value is 0, specifying that the Sent box should not be purged.
..\Server\Settings\ Mail DWORD value specifying whether or not Strata CS e-mail functionality will be available. This includes e-mail notification and Exchange synchronization. Default value is 1 (e-mail functionality is available). A value of 0 specifies that e-mail functionality is not available. MaxNonSilence DWORD value specifying the maximum length of uninterrupted sound (in 10 ms units) that will be recorded before the recording is terminated. Default is 0 (no time-out).
..\Server\Settings\ NumLogs DWORD value specifying the number of Strata CS Server log files (Tvlogxxx.TXT) kept before they are overwritten. Default is 1. PartyCustomDataMax DWORD value specifying the maximum size allowed (in bytes) for custom data attached to each party. If a Client attempts to set custom data for a party that exceeds this size, the attempt will be disallowed. Default is 10000 bytes.
..\Server\Settings\ TruncateRecordings DWORD value specifying whether or not Strata CS should truncate extra silence at the end of voice message recordings. Default is 1, specifying that silence is truncated. A value of 0 specifies that extra silence is not truncated. UnknownCallerName STRING value specifying the name to display in the call log when the actual caller name is unknown. Default is “Unknown”. UserVoxPath STRING value specifying the path for local user voice prompts.
Current User Settings The workstation application settings in this section are located in HKEY_CURRENT_USER. HKCU\Software\Toshiba\Strata CS\Client\Admin\App ..\Client\Admin\App LoggedInUserId STRING value indicating the ID of the user who last logged in. Default is “” (empty string) on installation. HKCU\Software\Toshiba\Strata CS\Client\Logon ..\Client\Logon Extension STRING value specifying the user’s extension. Default is “0”. Server STRING value specifying the name of the Strata CS Server computer.
Local Machine Settings The workstation application settings in this section are located in HKEY_LOCAL_MACHINE. HKLM\Software\Toshiba\Strata CS\Client\Client\App ..\Client\Client\App LoggedInUserId STRING value indicating the ID of the user who last logged in. Default is “” (empty string) on installation. HKLM\SOFTWARE\Toshiba\Strata CS\Client\TSP ..\Client\TSP HangUpCalls DWORD value specifying whether or not the current user can hang up calls in a TAPI client application that is using the Strata CS TAPI
HKLM\SOFTWARE\Toshiba\Strata CS\Client\TSP\Logon ..\Client\TSP\Logon Address STRING value specifying the station ID that the TAPI Service Provider (“TSP”) will monitor for incoming calls. TAPI client applications are notified of all calls to this station. The user can set and change this value using the Strata CS TAPI Configuration Wizard. No default. Must be set before the TSP can run. Server STRING value specifying the name of the Strata CS Server computer to which the TSP will call.
Strata CS Server language locale settings__________________ Strata CS currently uses the following locale codes: EN00 EN10 ES00 U.S. English U.K. English Latin American Spanish HKLM\SOFTWARE\Toshiba\Strata CS\Server\TUI ..\Server\TUI DefaultLocaleCode STRING value specifying the default locale code. Default value is determined during installation. Locale definitions Each installed locale code has its own set of registry entries, as follows: HKLM\SOFTWARE\Toshiba\Strata CS\Server\TUI\ ..\Ser
Defining custom tones _________________________________ Custom tones can be defined for incoming fax detection and disconnect detection. You can define one incoming fax tone and up to ten different disconnect tones under the following Windows NT registry keys: HKLM\SOFTWARE\Toshiba\Strata CS\Server\ToneDefinitions \IncomingFaxTone HKLM\SOFTWARE\Toshiba\Strata CS\Server\ToneDefinitions \DisconnectTone where is a digit from 1 through 9 (for example, \DisconnectTone1, \DisconnectTone2, and so forth).
Example: Defining a disconnect detection tone Custom trunk disconnect detection tones are used in installations where a PBX sits between the central office and Strata CS, and where the PBX does not provide a fast busy tone to indicate trunk hangup.
For example, you may have another CT application installed on the Strata CS Server that needs to own some Dialogic devices for itself. You would identify the specific Dialogic devices and channels required by the CT application, and then disable those devices. When Strata CS opens Dialogic devices at startup, it will ignore the disabled devices, making them available to the CT application.
5. Set the contents of DisableDevices to a comma-separated list of the device names you are disabling. For example, to disable the third and fourth channels on the first voice board in a system, set the contents of DisableDevices as follows: DXXXB1C3,DXXXB1C4 To disable all the channels on a board, set DisableDevices to the board name without any channel, for example: DXXXB1 6. Save the changes to the registry. Note: If you add or remove Dialogic boards, you must update the DisableDevices list.
For example, if you installed a Dialogic D/80SC-4LS in the Strata CS Server with the board ID set to 0 and a D/41ESC with the board ID set to 1, the devices on these boards would have the names shown in the following table.
Dialogic modular station interface (MSI) device names The device name for a Dialogic modular station interface has the form MSIBnCn, where Bn is the board number and Cn is the channel number. For example, Channel 1 on Board 1 would be named MSIB1C1. The board number is assigned sequentially starting with 1 and is incremented by 1 for each board. Board number 1 is assigned to the MSI board installed in the Strata CS Server with the lowest board ID.
A Strata board device name has the form DKTBn, where Bn is the board number. For example, Board 1would be named DKTB1. The board number is assigned sequentially starting with 1, incremented by 1 for each Strata board. Dialogic voice board settings ____________________________ Dialogic voice board settings consist of VoiceBoard keys (applied to all channels for a specified board number) and VoiceBoard Line keys (applied to individual channels on the board).
..\Server\VoiceBoard Key Default Description DXBD_MINPDON 2 Minimum Pulse Detection On. Minimum make interval for valid loop pulse detection. DXBD_MINSLOFF 2 Minimum Silence Off. Minimum time for DXBD_MINSLON 1 Minimum Silence On. Minimum time for silence to be off for valid audio pulse detection. silence to be on for valid audio pulse detection. DXBD_MINTIOF 5 Minimum DTI Off. Minimum time required DXBD_MINTION 5 Minimum DTI On. Minimum time required for between ring-received events.
..\Server\VoiceBoard Key Default DXBD_MFMINON 0 Description Minimum MF On. The duration to be added to the standard MF tone duration before the tone is detected. The minimum detection duration is 65ms for KP tones and 40ms for all other tones. This parameters affects all the channels on the board (10ms units). DXBD_MFTONE 6 MF Minimum Tone Duration. The duration of a dialed MF tone. This parameter affects all the channels on the board. Max value 10 (10ms units).
..\Server\VoiceBoard\Line DXCH_D_FLAGS DWORD value for DTMF detection edge select. Default is 0. DXCH_DTINITSET DWORD value that specifies the DTMF digits on which to initiate play on. You can OR values of different DTMF digits to form the bit mask. Legal values are as follows: ValueDigitValueDigit -DM_1 1 -DM_9 9 -DM_2 2 -DM_0 0 -DM_3 3 -DM_S * -DM_4 4 -DM_P & -DM_5 5 -DM_A a -DM_6 6 -DM_B b -DM_7 7 -DM_C c -DM_8 8 -DM_D d Default is 0. DXCH_DTMFTLK DWORD value for DTMF Talk.
..\Server\VoiceBoard\Line DXCH_MFMODE DWORD value for MF Mode. A word-length bit mask that selects the minimum length of KP tones to be detected. Possible values: n 0 - detect KP tone > 40ms n 2 - detect KP tone > 65ms n Greater than 2 - KP tone returned to application during MF detection. Ensures only standard length KP tones (100ms) are detected. If set to 0 any KP tone greater than 40ms will be detected. Default is 2. DXCH_MAXRWINK DWORD value for Maximum Loop Current for wink.
E1 and T1 board settings In the following tables, Board refers to a Dialogic board number. See “Dialogic voice board device names” on page A-15 for an explanation of board numbering conventions. HKLM\SOFTWARE\Toshiba\Strata CS\Server\DTIBoard\GlobalCall ..\Server\DTIBoard\GlobalCall DumpCallInfo DWORD value specifying whether or not to include raw call-event information elements from E1 and T1 trunks (ISDN PRI, robbed-bit, CAS) in the Strata CS Server log (Tvlogxxx.txt).
HKLM\SOFTWARE\Toshiba\Strata CS\Server\BRIBoard\ISDN ..\Server\BRIBoard\ISDN DumpCallInfo DWORD value specifying whether or not to include raw call-event information elements from BRI trunks in the Strata CS Server log (Tvlogxxx.txt). Default is 0, which suppresses the information element logging. Set to 1 to include the information elements in the log. ISDN Megacom service settings These settings enable you to make outbound international calls using ISDN Megacom service.
MSI station board settings HKLM\SOFTWARE\Toshiba\Strata CS\Server\MSIBoard ..\Server\MSIBoard CID_FSK_FORMAT DWORD value specifying the format used by MSI board to send Caller ID information to CLASS phones. Valid settings are: n n n 0 - SDMF (Single Data Message Format) sends the date, time, and 10-digit caller ID number. 1 - MDMF (Multiple Data Message Format) sends the date, time, 10-digit caller ID number, and 15-digit caller name.
Using the Strata CS Settings program_____________________ The Strata CS Settings program (TVSettings.exe) is a utility that you can use to view and alter settings for both the Server and individual users. The Strata CS Server uses a database to store numerous settings. Other Strata CS settings are stored in the Windows Registry of each machine. The Strata CS Settings program can be run on either the Server or a client workstation. You must have Administrator permissions to run it.
Viewing current values The main window of the program displays a list of all available settings, as shown in the next illustration. n n n n n n n In the User drop-down list, select a Strata CS user. In the Store field, “User” refers to the user specified here. Application is a drop-down list that specifies an application. If a key displays “True” in the Per App field, the key value applies only to the application specified here. Key indicates the path and name of the key.
Changing key values When you double-click on a key listed in the main window, the Setting Value dialog box opens: n n n Value name displays the name of the key. Value data allows you to change the value of the key by typing a new value and clicking OK. Description displays the location and description of the key. Modifying other supported Strata CS settings Toshiba support is available for the settings described in this section.
Registry keys on the current computer Database\ConnectionTimeout DWORD value that specifies the amount of time (in seconds) to wait before timing out when connecting to the database. Default value is 15 seconds. Device Monitor\RefreshInterval DWORD value that specifies the interval (in minutes) between Device Monitor application refresh cycles. Default value is 5 minutes. System items on the Server database ACD\NoAnswerTime DWORD value that specifies the how long to wait after an agent in a call center que
System items on the Server database Server\AllowGatewayUserLogin DWORD value. If this value is non-zero, the system will allow Gateway users to log in from an auto attendant or internal dial tone. Gateway users inherit the permissions of their IP Gateway and usually have the ability to dial external numbers while logged in on a trunk. Default value is 1. Server\AudioControlRingTimeout DWORD value that specifies the maximum time (in milliseconds) that the TVAudio Control will spend attempting to connect befo
System items on the Server database Server\InternalDialtoneTrunkFirstTimeout DWORD value that specifies the dialtone duration (in milliseconds) before the trunk goes to reorder when a user is logged in remotely. Default value is 180000 milliseconds. Server\InternalDialtoneTrunkSecondTimeout DWORD value that specifies the dialtone duration (in milliseconds) after a remote party hangs up before the station goes to reorder when a user is logged in remotely. Default value is 180000 milliseconds. Server\Internal
System items on the Server database Server\MinimumMessage DWORD value that specifies the minimum duration (in milliseconds) for voice mail messages. Messages shorter than this are discarded. Default value is 2000 milliseconds. Server\MinRingDurationForExternalCallOffering DWORD value that specifies the minimum ring duration (in milliseconds) for external calls using call offering in routing lists. Default value is 12000 milliseconds. Server\MinRingDurationForExternalPadding DWORD value that specifies the ex
System items on the Server database System\MinClientBuild DWORD value that specifies minimum build version number of the Client that is allowed to log on to the Server. Default value is 0. System\MinDevMonBuild DWORD value that specifies minimum build version number of the Device Monitor that is allowed to log on to the Server. Default value is 0. APPENDIX A.
APPENDIX B APPENDIX B COMMAND LINE OPTIONS Starting Strata CS from the command line You can use optional command line arguments to log on to the Strata CS Administrator or Client using the Run command of the Start menu, from within an application, or from a Desktop shortcut, for example: "C:\Program Files\Strata CS\Test Admin\TVAdmin.exe" /Server=TVTest /station=17 Use the command line options shown in this section when logging in.
Command line options /password= Password for the user account you use to log on. If you do not use this option, the Administrator or Client prompts you for your password at startup. /backup Administrator only. Performs an immediate online backup of the Strata CS database using the current System Settings, and then exits the Administrator when the backup is complete. See “Backing up Strata CS” on page 11-11. /sentence Administrator only.
APPENDIX C APPENDIX C IP GATEWAY CONFIGURATION WORKSHEET This appendix provides a worksheet to help you create a unified dialing plan before connecting Strata CS Servers over IP Gateway connections. Using this worksheet you can avoid conflicts between connected Servers, such as overlapping extensions or auto attendant numbers. You can also plan consistent access codes for dialing services. For complete information about IP Gateways, see Chapter 13, “Configuring Internet Telephony Support.
IP Gateway Configuration Worksheet Server 1 Server 2 Name New York Chicago Contact Tom Rand 123-456-7890 Amy Lum 098-765-4321 Internet Span Address 10.45.67.89 10.65.43.
IP Gateway Configuration Worksheet Server 1 Server 2 Name Contact Internet Span Address Extensions begin with Auto attendants begin with IP Gateways To Server 1 To Server 2 On Server 1 Name: Local Server 1 extension: Local Server 1 password: N/A On Server 2 Name: Local Server 2 extension: Local Server 2 password: N/A Internet-to-Centrex/PBX Extension Service: Internal Dial Tone To Server 1 From Server 1 Svr 1 access code: Uses IP Gateway: N/A From Server 2 Name To Server 2 Svr 2 access code
APPENDIX D APPENDIX D USING QUICKNET AND E-TEL WITH STRATA CS CHAPTER CONTENTS Using Quicknet hardware with Strata CS . . . . . . . . . . . . . . . . . . . . D-2 Using an E-tel FreeRide IP phone with Strata CS . . . . . . . . . . . .
Using Quicknet hardware with Strata CS___________________ Quicknet’s Internet PhoneJACK, Internet LineJACK and Internet PhoneCARD are standard H.323 terminals that enable you to use a regular analog telephone to make or receive calls over the Internet or an IP network by using Strata CS’s Internet Telephony support. You can set up a remote Strata CS extension that is connected to your Strata CS Server over TCP/IP.
4. On the Telephone Gateways wizard screen, right-click in the list of connection types and choose New > Gateway. The H.323 Gateway dialog box opens. 5. Enter the following required information: n Top unlabeled field. Enter a name for new H.323 Gateway. n Number. Enter one or more digits that you want to press at your Quicknet phone’s dial tone to reach your Strata CS Server. n Gateway. Enter the same name that you entered in the top unlabeled field. n Address. Enter the Strata CS IP address.
6. Click OK to return to the Telephone Gateways wizard screen. Your new Gateway appears in the list. 7. Click Next to continue. 8. Click Next on the SpeedDials wizard screen. 9. Click Finish. When you pick up the phone attached to your Quicknet card, dial the number for your Gateway, and press #, you are now connected to the Strata CS Internet span.
To make a Gateway preferred 1. In Internet Switchboard, click Speed Dials to show the list of Gateways. 2. Right-click your Strata CS Gateway in the list and choose Preferred. A check mark appears next to Preferred in the shortcut menu, and a “P” appears next to the Gateway name in the list. Setting up the Strata CS IP address as a Hot Line You can use Quicknet Internet Switchboard to make your Strata CS Gateway a Hot Line number.
3. On the Telephone Gateways screen, select your Strata CS Gateway. If you have not created a Gateway yet, follow the instructions in the section, “Setting up Quicknet to dial Strata CS” on page D-2. 4. Check Hot Line. 5. Click Next to continue. 6. Click Next on the SpeedDials wizard screen. 7. Click Finish. The IP address of Strata CS's Internet span is now set up as a Hot Line.
The following tasks are explained in the sections that follow: n Creating the Gateway n Eliminating access code conflicts n Transferring and handling calls with a Quicknet phone Creating the Gateway 1. Start Internet Switchboard if it is not already running. Choose Start > Programs > Internet Switchboard > Internet Switchboard. 2. Click Show SpeedDials if the SpeedDials pane is not already showing. 3. Right-click in the SpeedDials pane and choose New > Gateway.The H.323 Gateway dialog box opens.
n Address. Enter the IP address of the Strata CS Server’s Internet span. Ask your Strata CS system administrator for this number. n Account. Enter your Strata CS extension. n PIN. Enter your Strata CS password. The extension and password are sent to Strata CS behind the scenes so that Strata CS automatically logs you in when you make a call. 5. Click OK to return to the Telephone Gateways main screen. Your new Gateway appears in the SpeedDials pane. 6. Right-click your Gateway in the list. 7.
Eliminating access code conflicts If there are any Gateways with the same access codes as Strata CS dialing services, you must change the access codes in Quicknet. For example, if there is a Quicknet Gateway with access code 9, and 9 is the access code you dial to get an outside line in Strata CS, you must change the Quicknet Gateway’s access code to a number other than 9. Look in the Telephone Gateways list under the Number column. If there is a conflict, right-click the Gateway and select Properties.
4. Click Audio. 5. Uncheck Allow Remote Volume Control. By default Quicknet uses ** as a volume control hot key. Unchecking this box disables Quicknet’s ** feature so your ** entries can be sent to Strata CS. 6. Click OK to return to the Properties dialog box. 7. Click OK to close the Properties dialog box. You can now press ** while in a call—from either the telephone keypad or your PC's keyboard—and send a Flash command to Strata CS.
3. From the Call using drop-down list, choose an Internet dialing service. Your system must have an Internet dialing service available for you to call a Quicknet card. 4. In the Address field, enter the IP address of the Quicknet card. 5. Click OK. Using the Strata CS Client with a Quicknet card While working remotely, you can access most Strata CS Client functions through your browser, using the Strata CS Web Client. See Strata CS Client User Guide for more information.
Using an E-tel FreeRide IP phone with Strata CS ____________ E-tel’s FreeRide phone connects to your PC and LAN and enables you to make or receive calls over the Internet or a private IP network. Using the FreeRide phone together with Strata CS’s Internet Telephony support, you can set up a remote Strata CS station that is connected to your Strata CS Server over TCP/IP.
2. Click Settings and Support. 3. Make sure the Connect Using box matches the COM port into which the FreeRide phone is plugged. To check that your selection is correct, click Test. After a few seconds, a message box appears with the test results. If the COM port is correct, but the test has failed, check the following items: n n n n 4. Make sure the phone has power. Check the LCD display screen for characters. Check that the serial cable is properly connected.
5. On the main Configuration Builder screen, click Network Configuration. 6. Enter the FreeRide phone’s IP address and Subnet mask. For these numbers contact your system administer or consult your LAN’s configuration. 7. In the Default Gateway boxes, enter the IP address of the gateway on your LAN through which IP traffic to external addresses passes. 8. Click Done. When prompted to reboot your phone, do so. 9. Start Configuration Builder again, and on the main screen, click General Configuration.
Administrator as follows: go to the Trunks view, right-click the Internet span, choose Open Span, and click the Codecs tab. The codec used by the span is displayed on that tab. 12. If the Strata CS Server uses VAD, then check Enable VAD. You can check whether the Strata CS Server uses VAD by using the Strata CS Administrator as described in step 11. The VAD option is on the Codecs tab. 13. Click the Dial Plan tab.
of 1, since 0 is always dialed alone. For 9 (or whichever digit is your Server’s access code for an outside line, specify a minimum length of 7 and a maximum of 10, to cover the length of a typical external phone number. If you will be dialing longer numbers, for instance to make international calls, set your maximum accordingly. For the # character, specify a minimum and maximum of 1. 15. Click the Time Outs tab. 16. In Terminating Digit, delete the # character.
E-tel contact information For more information about FreeRide phones and other e-tel products, you can contact e-tel in the following ways: E-tel corporation 207 Quaker Lane, Suite 200 West Warwick, RI 02893 Phone: 401.826.1520 Fax: 401.826.4477 Web: www.e-telcorp.com APPENDIX D.
APPENDIX E APPENDIX E USING PERFORMANCE COUNTERS CHAPTER CONTENTS The Strata CS performance counters. . . . . . . . . . . . . . . . . . . . . . . E-2 Viewing performance counters in Windows NT/2000 . . . . . . . . . . .
The Strata CS performance counters______________________ When the Strata CS Server is installed, the installer registers with Windows NT/2000 a set of Strata CS-specific performance counters for tracking statistics of the Server as it runs. The counters are organized into two groups: Strata CS Calls and Strata CS Devices. The counters can be monitored by system administration tools such as the performance monitoring utilities provided with Windows.
In Windows 2000, the utility is part of the Microsoft Management Console and is called the System Monitor. To start the Management Console, choose Start > Administrative Tools > Performance. The following examples use the System Monitor from Windows 2000. To add the Strata CS counters to the System Monitor display, right-click on the display and choose Add Counters from the shortcut menu. In the Add Counters dialog box, choose one of the Strata CS groups from the Performance object drop-down list.
The counters you have selected are listed below the performance graph in the main System Monitor window.
GLOSSARY A and B Bits Signaling information on a T1 line. T1 carriers set the A and B bits on or off to signal events and actions such as incoming call, line dropped, pick up, hang up, and wink. See also: robbed-bit signaling (p. G-22), T-1 (p. G-24), wink (p. G-27) A-Law The voice amplitude compression/expansion standard that is used in Europe and in areas outside of North American influence.
See also: routing list (p. G-22), call rule (p. G-6) Active Settings Collection of Strata CS settings that together determine how incoming calls are handled. Active Settings include the active routing list, active greeting, Where I Am location, and ringer status. Active settings change with personal status and can also be changed directly. Changing active settings directly overrides personal status. See Also: personal status (p. G-19), Where I Am (p. G-27), greeting (p. G-14), routing list (p.
Analog DID Direct Inward Dialing (DID) over special analog phone lines that do not ring when a call arrives. Typically requires a special box such as those available from Exacomm to connect to regular analog devices such as Dialogic boards. See also: direct inward dial (DID) (p. G-11) Analog Telephony A type of telephone transmission or switching in which the transmitted analog signal consists of sound traveling over lines as variations in an electrical current.
Blind Transfer A type of call transfer in which a user transfers a call to another extension without first speaking to the recipient. See also: external transfer (p. G-12), supervised transfer (p. G-24), transfer (p. G-25) Blocked Number A phone number that cannot be accessed from any Strata CS Client because it has been blocked by the Strata CS system administrator. See also: blocking (p.
Call Center Agent Also called: agent User, operator, or representative who participates in a queue. Typically a person handling sales or customer service calls. See also: automatic call distribution (ACD) (p. G-3) Call Center Agent License A license purchased from Toshiba for each Call Center Agent in a queue. In an ACD workgroup, a license purchased from Toshiba for each agent on whom you want to run reports using the Call Center Reporter.
Call Routing Also called: routing a call The process of sending a call to a succession of destinations (extensions or external numbers), or several destinations simultaneously. Also describes a variety of methods for directing a call within an organization, for example, using an auto attendant, DID, or ACD workgroup. See also: auto attendant (p. G-3), automatic call distribution (ACD) (p. G-3), direct inward dial (DID) (p.
Channel Associated Signaling (CAS) Also called: CAS A type of robbed-bit signaling usually used on E1 lines. See also: E-1 (p. G-11), robbed-bit signaling (p. G-22) Channel Service Unit (CSU) Also called: CSU A device located on the customer’s premises that allows hardware such as Dialogic digital network cards to connect to digital lines installed by a digital line provider, such as a T1 lines. See also: digital line (p. G-10), digital service unit (DSU) (p. G-10), T-1 (p.
for bandwidth or voice quality reasons, codecs are listed in the Strata CS Administrator in order of preference. Strata CS supports the following codecs: G.729A, G.723.1, G.711, MSGSM, ETSI-GSM. Common Carrier The local phone company or long-distance company that provides telecommunications circuits and services to the general public. Common carriers are regulated and licensed by state or federal agencies. See also: private carrier (p.
Contact Manager Assistant Strata CS program that automatically displays screen-pops with contact information when a contact from another contact manager calls. Requires the Strata CS TAPI Service Provider. See Also: contact manager (p. G-8), TAPI Service Provider (p. G-24) Contact Voice Title An audio recording of a Strata CS contact’s name. When call screening is enabled, this recording announces incoming calls from the contact.
See also: Access code (p. G-1), routing service (p. G-22) Dialogic Driver The specialized software provided by Dialogic to allow applications to run with Dialogic telephony boards. Dialogic SCBus Device Also called: SCBus The Dialogic board resource for handling a specific type of telephony data.
Direct Inward Dial (DID) Also called: DID A telephone company service that assigns up to 50 different numbers to a single analog line. When answering calls, DID information is used to determine which number the caller dialed and then to deliver the call to that number. Strata CS uses DID to assign each user a unique 7-digit phone number, so callers can dial it to reach a user directly without having to go through an auto attendant. See also: analog line (p. G-3), auto attendant (p.
Export To prepare or convert information from one application so it can be used in another. Strata CS allows users to export system prompts, Call Log, and contact information in comma-separated value (CSV) format for use in spreadsheet and database applications. See also: import (p. G-14), private branch exchange (PBX) (p. G-20) Extension A unique number where a Strata CS user may be reached. Auto attendants, queues, workgroups, and IVR Plug-ins can also have extensions.
Flash Quickly pressing and releasing the flash hook (hang up) button on a telephone handset cradle or pressing the flash button. Signals a PBX or Centrex system that special instructions will follow, such as placing a call on hold or transferring a call to another extension. See also: Centrex (p. G-6), private branch exchange (PBX) (p. G-20) Flash Hook The button in the telephone handset cradle that hangs up the phone and releases the phone to make another call.
Graphical User Interface Also called: GUI The visual interface used in all Windows applications, composed of windows, dialog boxes, menus, buttons, and tool bars that make the application easy to operate. Greeting The recorded message that a caller hears, typically when sent to voice mail. See also: active greeting (p. G-1), after hours greeting (p. G-2), grab-and-hold greeting (p. G-13) See also: call rule (p. G-19), voice mail (p. G-26) H.
Incoming Call A call that has arrived in the Strata CS system. Integrated Services Digital Network (ISDN) Also called: ISDN An international standard for voice, data, and signaling that was designed to overcome limitations in the PSTN by offering expanded bandwidth, digital circuits, a standard out-of-band signaling system, combined voice and data networks, and special services. ISDN is offered in two forms, Basic Rate Interface (BRI) and Primary Rate Interface (PRI).
Packets are passed from router to router until they reach the specified destination address. Each packet travels individually: two packets sent consecutively can take entirely different routes, travel at different speeds, and show up in a different order than when they were sent. On the receiving end, higher-level protocols are used to reassemble the packets in the correct order and request re-transmission of any missing packets. See also: Internet (p.
Location Settings Settings in the Strata CS Administrator that specify the country and area code of the office in which Strata CS is installed, defined for each Dialing Service. See also: Administrator (Strata CS program) (p. G-2) Logging The act of saving event and status information to a log file or window. Logs can be used to troubleshoot problems or produce activity reports. Long-distance Prefix The number dialed to make a call outside the local service area.
MSGSM IP codec supported by Strata CS. Largely superseded by G.729A, it runs at 13.0 kbs. Mu-Law The voice amplitude compression/expansion standard used in North America. Multi-Frequency Also called: MF A tone-signaling format used within telephone networks that uses different tones than DTMF. See also: Dual Tone Multi-Frequency (DTMF) (p. G-11) Network Interface Card Also called: NIC Card that allows a computer to send and receive data on a computer network.
Outbound Call Any call made from Strata CS to an external number. See also: inbound call (p. G-14) Outbound Trunk A trunk on which a user can make outbound calls. See also: inbound trunk (p. G-14), outbound call (p. G-19) Overflow agents Backup call center agents that receive calls only if all primary agents are unavailable. Overflow skill Special skill used to distinguish overflow agents from primary agents in a call center.
Plexar A Centrex service that is offered in Texas. See also: Centrex (p. G-6) POP3 Version 3 of the Post Office Protocol, an Internet protocol used for retrieving e-mail. See also: Internet (p. G-15) Predictive Dialer An automated dialing system that allows a small number of agents to process an enormous amount of outbound calls by automatically dialing numbers from a database until someone picks up. It then connects the call immediately to an available agent who will handle it. See also: call center (p.
Queue Strata CS call center element that automatically answers incoming calls to an extension, puts the callers on hold until agents becomes available, and then forwards the calls to those agents. A caller on hold is said to be “in the queue.” See Also: call center (p. G-4) Queue Monitor Client view that is only available to call center agents who have permission to see it. Displays real-time statistics for call center queues. See Also: call center (p.
Robbed Bit T1 Experimenter The Strata CS utility that lets the administrator define Robbed Bit T1 call events, test them, and save the correct definitions for Strata CS to use. Using the Robbed Bit T1 Experimenter after installing the Dialogic hardware and software—but before installing the Strata CS Server—can ensure that the T1 trunks are functioning correctly before continuing with the installation.
Shift In Strata CS, a period that divides up call center statistics for easy comparative viewing. See Also: call center (p. G-4) Silent Hold In Strata CS, when the user puts a caller on silent hold, the repeated playing of Strata CS’s call-handling prompts (“Press 1 to transfer,” and so forth) are suppressed. From the caller’s point of view, silent hold is identical to regular hold, as the caller still hears call-handling prompts and hold music, if it is used. See also: hold (p.
Stutter Dial Tone A feature available on some phones that notifies a user of new voice messages by means of a special dial tone. When a message has been received, the user hears a stutter dial tone when the station goes off-hook. This feature is available on specific analog telephones that support CLASS features. For a list of phones that have this feature, see Strata CS Installation & Maintenance Manual.
Telephony Application Programming Interface Also called: TAPI The Microsoft API for computer-telephone integration. TAPI presents a common API for applications that is hardware- and telephone network-independent. Part of TAPI is the service provider interface (SPI), the component that all hardware vendors must implement to be TAPI-compliant. See also: application programming interface (API) (p.
See also: blind transfer (p. G-4), external transfer (p. G-12), private branch exchange (PBX) (p. G-20), supervised transfer (p. G-24), switch (p. G-24) Trunk An analog phone line or a single channel of a digital line. Also, the Strata CS representation of that line or channel. See also: analog trunk (p. G-3), digital trunk (p. G-10) Trunk License A license purchased from Toshiba for each trunk connected to Strata CS.
Watchdog Mode The Dialogic safety mode that monitors the system for a power failure or Strata CS Server computer failure. When either is detected, the first four trunks on the system are routed directly to the first four Strata CS stations. WAV File One of two major voice file formats used in telephony. WAV files are used primarily for multimedia devices. Because their frequency range is between 8 and 44 KHz, they require considerably more disk space than VOX files. See also: VOX file (p.
INDEX A access codes for dialing services, 8-8 reassigning to a new dialing service, 8-8 ringbacks, setting default for, 8-9 special, 4-12 updating phone numbers after changing, 8-8 using 0, 8-9 Access.
view buttons in the view bar, 2-4 views, 2-4 buttons, creating new items with, 2-8 C Call Center Agent license requirement, 3-2 call center agents routing calls to, 9-2 call forwarding to a mobile phone, 6-27 to another extension, ??–6-26 turning off, 6-27 turning on, 6-25 with voice mail, 6-27 call forwarding, follow me, 6-27 call handling ACD, 5-5 fax routing, setting up, 5-7 inbound calls on a trunk, 5-5 routing, 5-4 multiple users at one station, 6-13 outbound calls managing, 8-1 on a trunk, 5-5 restri
viewing in the Client, 8-9 access codes for ringbacks, 8-9 auto attendant, 9-5 database size, 4-11 dialing service, 8-2, 8-3, 8-7 dialing timeouts, 4-13 for caller ID, 4-3 Operator user’s extension always 0 for callers, 8-9 search method in dial-by-name directory, 4-17 Device Monitor, 11-3 Device Monitor view, 2-4 dial-by-name directory listing user in, 6-27 dialing exceptions importing and exporting, 8-25 specifying, 8-22 dialing permissions, setting, 8-26 dialing service, Internet-to-Centrex/PBX Extension
display phones, changing format from MDMF to SDMF, 6-43 documentation online Help, 1-10 SDK Help, 1-10 duration, wink, 5-14 E e-mail NT Event Log notifications, 4-4 e-mail synchronization, Microsoft Exchange Server, 4-18 emergency calls, settings for, 4-14 English language prompts U.K., 4-4 U.S., 4-4 entering account codes for a call, 10-7 Event Log, viewing, 11-14 Excel. See Microsoft Excel Exchange Server.
indicator, visual message waiting, 6-44 integrating third-party devices, 14-4 internal calls, logging, 4-8 Internet Address dialing service adding, 8-14 Internet calls enabling, 8-5 Internet span, adding, 5-21 Internet telephony, 13-1 Internet, using to connect to Servers, 13-7 Internet-to-Centrex/PBX Extension dialing service, 13-13 adding, 8-17 Internet-to-Phone Number dialing service, 13-15 adding, 8-15 Internet-to-Phone Number service entering location settings for, 8-20 IP Gateways calling extensions o
MDMF display phone format, 6-43 me call forwarding, follow, 6-27 menu, shortcut, 2-6 message waiting indicator, visual, 6-44 message waiting light, 6-44 messages moving files, 4-11 Microsoft Exchange Server, synchronizing with Strata CS, 4-18 Microsoft NetMeeting calling DID number from, 13-5 calling Strata CS Server from, 13-5 minimum/maximum length for account codes, 10-3 mobile phones, issues with forwarded calls, 6-27 Monitor view, Device, 2-4 Monitor, Device, 11-3 moving voice files, 4-11 multiple user
creating, 2-10 file formats, 2-10 voice file formats, 2-10 VOX files, 2-10 WAV files, 2-10 recordings to new file format, converting audio, 2-10 registry keys tones for disconnect detection, A-12 tones for fax detection, A-12 registry settings changing in Windows NT/2000, 4-3 requirement, Call Center Agent license, 3-2 requirement, Client license, 3-2 requirement, IP port license, 3-2 requirement, Server license, 3-2 requirement, Station license, 3-2 requirement, Trunk license, 3-2 restricted numbers for ou
Spanish language prompts, 4-4 spans, digital, 5-9 SQL Server database allocating space, 4-10 station ID and user’s extension, 6-12 assigning to a user, 6-11 Station license requirement, 3-2 stations monitoring activity, 11-3 restarting with Device Monitor, 11-6 sending DID digits to, 14-4 stop rules defining in routing services, 8-37 Strata CS 2.
digit collection, setting up, 5-11 digital, 5-9 disconnect tones, customizing, A-12 identifying those allocated by dialing services, 8-18 Internet, 5-9 Internet span, adding, 5-21 number of, 5-10 restarting with Device Monitor, 11-6 Robbed Bit T1, 5-13 routing to a user, 9-2 setting defaults for, 5-16 setting properties for, 5-9 view, adding Robbed Bit T1 in, 5-13 Trunks view, 2-4 trunks, analog, 5-10 TVConvert.exe, 12-3, 12-4 U U.K. English language prompts, 4-4 U.S.
voice title, recording for a user, 6-41 VOX files, 2-10 converting, 12-3, 12-4 W waiting indicator, visual message, 6-44 waiting light, message, 6-44 WAV files, 2-10 Windows Event Log viewing, 11-14 wink duration, 5-14 workgroups adding members, 7-4 assigning a DID number, 7-5 assigning an extension, 7-4 benefits of, 7-2 creating, 7-3 entering general information, 7-3 listing in dial-by-name directory, 7-5 public and personal, defined, 7-2 specifying timeout parameter, 7-5 Workgroups view, 2-4 Workgroups,
