Telecommunication Systems Division Digital Business Telephone Systems CTX Attendant Console User Guide September 2002
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.
TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT.
Toshiba America Information Systems, Inc. Telecommunication Systems Division Limited Warranty Toshiba America Information Systems, Inc., (“TAIS”) warrants that: • The CTX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery.
Contents Introduction Conventions ........................................................................................................................iv Related Documents/Media...................................................................................................v Chapter 1 – The Grand Tour Attendant Keys.....................................................................................................................3 Numeric Keypad.......................................................
Contents Chapter 3 – User Directory Call Transfer ......................................................................................................................18 Blind Transfer.................................................................................................................18 Conference Calls ................................................................................................................19 Joining and Splitting a Call..................................................
Introduction This guide is designed to provide instructions for the Strata CTX Attendant Console connected to Toshiba’s Strata CTX system. It provides step-by-step instructions on how to use the features and buttons of the Attendant screens. This user guide is divided as follows: • Chapter 1 – The Grand Tour includes information on the CTX Attendant Console keyboard, the Main Menu, Toolbar, and other features for the Console.
Introduction Conventions Conventions Conventions Description Note Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Important! Calls attention to important instructions or information. Press to answer a call to the Extension Number. Each station can have multiple extension buttons. Incoming calls ring the extension button(s) from the top down.
Introduction Related Documents/Media Conventions Description See Figure 10 Grey words within the printed text denote cross-references. In the electronic version of this document (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext. Related Documents/Media Note Some documents listed here may appear in different versions on the CD-ROM or in print.
Introduction Related Documents/Media vi Strata CTX Attendant Console 08/02
The Grand Tour 1 This chapter describes the Strata CTX Attendant Console, menu options and keyboard. It provides general instructions for PC keyboard operations and for navigating through the screens and dialog boxes. The PC for the console is designed to handle all call activity within a single screen. All calls appear in a single list. The CTX Attendant Console enables an Attendant to manage console settings, maintain a user directory, and make administrative changes.
The Grand Tour The Strata CTX Attendant Console is provided on a PC with Microsoft® Windows® 2000 operating systems. It connects to the Strata CTX processor via the LAN as a Customer Supported Telephony Application (CSTA). It also connects to a digital station port for the speech path. The console consists of the following items: • Pre-installed CTX Attendant Console software application • Keyboard • Special Attendant Keyboard stickers (CTX-KL-ATCON-VA).
The Grand Tour Attendant Keys Attendant Keys Numeric Keypad Num Lock 7 PRS # Hold/ Retrieve / — 8 TUV Home 9 Some keys have multiple functions. For example, press this key to Answer a call. Then, you can press this key to Blind Transfer the call. WXY Answer Pg Up Transfer (Blind) 4 GHI 1 5 JKL 2 ABC End 6 MNO 3 DEF + Release Pg Dn Transfer (Supv.) 0 Transfer .
The Grand Tour Attendant Keys Special Function Keys Next Tab Dial Insert Home Pg Up Source Join/ Split Dest Del End Pg Dn 6205 PC KEY 4 ATTENDANT KEY DESCRIPTION INSERT 'LDO Brings up the dial menu (you can then use the arrow keys to select a dialing option). Pg Up 1H[W 7DE Navigation tool that starts with the Call List View, then moves from tab to tab. (See “Tabs” in the Call Monitor View shown on page 6.) Del 6RXUFH Connects to the source party.
The Grand Tour Attendant Keys Function and Volume Keys Help Vol Up Vol Dn F1 F11 F12 6310 PC KEY ATTENDANT KEY DESCRIPTION F1 +HOS Displays the help topic. F11 9RO 8S Increases the handset or the ringer volume. F12 9RO 'Q Decreases the handset or the ringer volume. Note If you place all the key stickers on your keyboard, you will have some leftover stickers.
The Grand Tour Views and Controls Views and Controls The View Pane contains icons for Call Monitor, User Directory, Control Panel, and Administration views. Clicking an icon activates the corresponding work area view. Call Monitor View This view is used for controlling calls. It lists all current calls and has a toolbar for easy call control. The bottom portion of the screen has tabs for changing the lower window to items important to the Attendant. (See the window shown below).
The Grand Tour Views and Controls Menu Bar The menu bar for the CTX Attendant consists of the Console, Call, Directory, Statistics, Messages, View, and Help menus. Toolbars The toolbar contains icons for call handling (shown below). It is another option for performing many of the keyboard or menu functions. The icon name appears when you place your cursor over a icon.
The Grand Tour Views and Controls Info Bar The Info Bar is on the top of Call List View. The Info Bar displays the number of incoming calls at the moment, LCD message and the last Park Orbit number. Status Bar This provides a quick overview of the console’s status settings on the bottom of your screen. Position Active/ Busy Day, Day2, Night Mode Overflow On/Off Call Forward Administrative function Time Database Link Information. Blank means the link is working.
Call Processing 2 Many of the calling features in this chapter take advantage of the “hot” keyboard. When you start typing the name or extension number of an individual, the Strata CTX Attendant Console begins the dialing process or searches for a match in the directory for the person being dialed. Important! • If a DKT telephone is connected to the CTX Attendant Console PC, use the keyboard for all PC operations when the console is running. (When the console is in Position Busy, it is still running.
Call Processing Answering a Call (Incoming Call) Answering a Call (Incoming Call) ➤ To answer the highest ringing call, press $QVZHU (+) key on the keyboard ...or click the $QVZHU icon ...or double click on the entry. Num Lock 7 PRS +ROG # Hold/ Retrieve / — 5HWULHYH Answer $QVZHU 8 TUV Home 9 WXY Pg Up 7UDQVIHU Transfer (Blind) 4 GHI 1 5 JKL 2 ABC 6 MNO 3 DEF (Blind) + End Pg Dn 0 Transfer . to VM Ins Del 5HOHDVH Release 7UDQVIHU Transfer (Supv.
Call Processing Releasing a Call ➤ To answer a specific call ➤ Highlight the call using the Up/Down arrows on your keyboard, then press $QVZHU ...or double click on the call to answer. ➤ To make notes about a call ➤ Click the Prompt/Notes tab, then click in the text area with your cursor and type notes (shown below). The notes disappear when you disconnect the call. 6428 Releasing a Call ➤ While on an active call, press 5HOHDVH (Enter) on the keyboard ...or click the 5HOHDVH icon ...
Call Processing Making a Call Making a Call ➤ To dial using the Keyboard ➤ Type the number on the numeric keypad, press 5HOHDVH 7UDQVIHU (Enter) on the keyboard. Note If the console is idle when you dial, the dial pad appears (shown below). ➤ To dial a number from an on-screen dial pad 1. Press 'LDO (Insert) key ...or click the 'LDO 3DG icon down arrow, the select the Dial Pad ...or select Call > Dial > Dial Pad. The dial pad appears (shown right). 2. Enter the number, click 'LDO.
Call Processing Making a Call ➤ To dial a Speed Dial Number 1. Click the 'LDO icon drop-down arrow, select Speed Dial. ...or select Call > Dial > Speed Dial. The console’s Speed Dial numbers display. 2. Select a Speed Dial number, click OK. Note See “Feature Keys Tab” on page 41 to store Speed Dial numbers. Call Completion Call Completion codes are options for when you encounter busy or Do Not Disturb (DND), or other conditions that prevent you from completing a call.
Call Processing Making a Call BLF/DSS Dialing The Busy Lamp Field/Direct Station Selection (BLF/DSS) tab provides a list of users, their extensions, and telephone status (icons). You can make calls from this tab. 1. Press 1H[W 7DE on the keyboard to select the BLF/DSS tab. 2. Use the up or down arrows on the keyboard to select an individual. 3. Press 5HOHDVH 7UDQVIHU (Enter) key on the keyboard. ...or 1. Click the BLF/DSS tab. 2. Double click on an entry ...
Call Processing Making a Call ➤ To make a consultation transfer from the BLF/DSS tab 1. With a connected call, click on the destination party. Your console shows “Announce” and you can announce the call. 2. Press 7UDQVIHU ((QWHU) on the keyboard to send the call to the destination party. ➤ To perform a blind transfer from the BLF/DSS tab ➤ With a connected call, double-click on the destination party. The call immediately leaves the console and calls the destination.
Call Processing Making a Call Directory Dialing The Directory tab lists the names, extensions, status, Voice Mail (VM) box, and additional phone numbers of everyone in the directory. The status icons are the same as the BLF/DSS. There’s also a field for Notes (far right, not shown) on each entry. 1. Press 1H[W 7DE on the keyboard to select the Directory tab. 2. Use the up or down arrows on the keyboard to select an individual. 3. Press 5HOHDVH 7UDQVIHU (Enter) key on the keyboard. ...or 1.
Call Processing Hold Hold ➤ To Hold a call ➤ To put the current call on hold, press +ROG 5HWULHYH ...or click on the +ROG icon. You can also select an active call in the call list, then select Call > Hold. ➤ To retrieve a held call ➤ Highlight call to be retrieved, press +ROG 5HWULHYH ...or highlight the call to be retrieved, then double-click on the call in the call list ...or highlight the call to be retrieved, select Call > Hold/Retrieve/Return. ...or click the +ROG icon again.
Call Processing Call Transfer Call Transfer Blind Transfer Blind transfer is when you perform an immediate transfer without announcing the call to the destination party. ➤ While on an active call, dial the destination party on the numeric keypad. Press 7UDQVIHU %OLQG (+) on the keyboard ...or click on the %OLQG 7UDQVIHU icon ...or select Call > Transfer > Blind transfer. Enter destination party from the number keypad.
Call Processing Conference Calls ➤ To transfer a call to Voice Mail 1. While connected to a call, enter the extension number to transfer to. 2. Press 7UDQVIHU WR 90 (Del) on the keyboard. 3. Press Enter or click OK ...or while connected to a call, select Call > Transfer > Voice Mail Transfer, enter the destination extension, and press Enter. ...or 1. While connected to a call, click the 7UDQVIHU WR 90 icon. 2. Enter the extension number to transfer to. 3. Press Enter or click OK.
Call Processing Message Waiting ➤ To release the last party from a conferencing call ➤ Select Call > Release Last Party. Switching Between Source and Destination Parties Note You can switch between Source and Destination parties when two calls are conferenced together with the Attendant. ➤ To switch to the source party, press 6RXUFH (Delete) ...or select Call > Source. ➤ To switch to the destination party or select a destination party, select Call > Destination ...or click on the 'HVWLQDWLRQ icon.
Call Processing Message Waiting ➤ To cancel a message waiting light on a telephone 1. Click the &DQFHO 0HVVDJH :DLWLQJ icon. 2. Type or select a directory number. 3. Click OK. The Msg light turns off at that station. ➤ To reply to a message waiting call 1. Press 1H[W 7DE on the keyboard to access Call Monitor View. 2. Use the up or down arrows on the keyboard to select the message. 3. Press 5HOHDVH 7UDQVIHU (Enter) key on the keyboard. ...
Call Processing Paging Paging You can make paging announcements to a primary or alternate page zone. See your System Administrator for a definition of the page zone areas. Note You can assign one of the function keys () ~) on your keyboard) as the 3DJH key. See “Feature Keys Tab” on page 41. ➤ To Page the Primary Page Zone 1. Click the 3DJLQJ icon. The current call is placed on hold if the administration option “Automatic Hold” is enabled. 2. Make an announcement over the paging system. ...
Call Processing Call Pickup Call Pickup Call pick up provides a variety of ways for calls ringing at other stations to be picked up at this location. Some of these options require additional digits to be entered to select the CO line, a group, or station. Note You can assign one of the function keys () ~) on your keyboard) as the &DOO 3LFNXS key. See “Feature Keys Tab” on page 41. ➤ To Pick Up a call at the Primary Location 1. Click the 3LFNXS icon ...or select Console > Call Pickup > Primary.
Call Processing Call Door Phones Call Door Phones Note You can assign one of the function keys () ~) on your keyboard) as the 'RRU 3KRQH icon. See “Feature Keys Tab” on page 41. ➤ To call the Primary Door Phone 1. Click the 'RRU 3KRQH icon ...or select Console > Door Phone > Primary Phone. If only one Door Phone was programmed in the system, the console calls the Primary Door Phone. If more than one Door Phone was programmed, continue to the next step. 2.
Call Processing Door Unlock Door Unlock Calls from Door Phones appear as a call in the call window. These calls can be answered in the same way any other call is handled. Some CTX installations provide the ability to unlock the door with the Door Unlock icon. Note You can assign one of the function keys () ~) on your keyboard) as the 'RRU 8QORFN key. See “Feature Keys Tab” on page 41. ➤ To Unlock the Primary Door 1. Click the 'RRU 8QORFN icon.
Call Processing Call Park Call Park Note You can assign one of the function keys () ~) on your keyboard) as the 3DUN or 3DUN 3DJH key. See “Feature Keys Tab” on page 41. ➤ To Park a call 1. Select a call. 2. Click the 3DUN icon. The call is Auto-parked by the system. ...or to select other park options, click the down arrow next to the icon: • Auto Park enables the system to select a location to park the call. • Station Park lets you choose a specific orbit.
Call Processing Status Status The functions and descriptions for the Attendant status are as follows: Position Active/ Busy Overflow On/Off Day, Day2, Night Mode Call Forward Administrative function Time Database Link Information. Blank means the link is working. FUNCTIONS DESCRIPTION Position Active/Busy Enables you to set Position Busy or Position Active. Day/Night Mode Enables you to set Day, Day 2, or Night Mode. Overflow On/Off Enables you to set Overflow on or off.
Call Processing Status ➤ To change Console, Overflow, Night Mode or Call Forward (CF) Destination Status ➤ Right click on the current status on the Status bar, then select the new choice. ...or 1. Click Console > Console Status, Overflow, or Day/Night Mode or Forwarding. A menu displays (shown right). 2. Click the new choice. The new status displays. Note The CF destinations are defined by the Administrator (see “Call Forward (CF) Settings” on page 40).
Call Processing Messages Tab Messages Tab This Tab enables you to view existing messages or add a new message for a person listed in the Directory. You can save, delete or print messages. Messages are stored in a shared file directory available to any CTX console in your telephone system. Click to turn on Msg Waiting light on user’s phone Click to select user Message Area Click tab to view this window 6159 ➤ To Save a Message for a User 1. Click the Messages tab. 2.
Call Processing Messages Tab ➤ To Retrieve Messages for a user When the user calls the Attendant console, the Message Tab automatically pops up and that user’s messages will be listed in the left hand box. 1. If the user calls from a non-matching phone or calls in from the outside, select the user’s name from the drop-down directory listing. 2. Highlight any message and the details appear in the right-hand window. ➤ To Delete a Message for a User 1. Click the Messages tab. 2.
Call Processing Contacts Tab Contacts Tab This tab provides the complete contact listing for one individual on the screen. The only item that can be changed from any Attendant position is the Notes field. ➤ To view contacts, click the Contacts Tab, use the arrow buttons to move from contact to contact. Note The fields Status, Name, Job title, Department and e-mail are usually edited by the Administrator. Arrows to page through users Click in this box to type notes.
Call Processing Contacts Tab 32 Strata CTX Attendant Console 09/02
3 User Directory You can create/add/delete users to the Directory. The User Directory List view also enables any Attendant to view the employees and groups in the user directory (shown below). The left side of the list (Pg., No., Last Name, and First columns) is stationary when the list is scrolled horizontally. 6283 The following fields appear in the User Directory list: FIELD DESCRIPTION Pg. Page number where this entry appears on BLF/DSS. Pos. Position of this entry on the BLF/DSS tab page.
User Directory Contacts Tab DESCRIPTION FIELD Job Title The user’s job title. Department The user’s department. Directory Number The user’s directory number. VM Box The user’s voice mail box. e-mail The user’s e-mail address. Phone 1 The user’s additional phone number. Phone 2 The user’s additional phone number. Phone 3 The user’s additional phone number. Cellular The user’s cellular phone number.
User Directory User Directory Dialog User Directory Dialog The user directory dialog enables you to view a single directory entry. Only the Notes can be changed, unless you are an Administrator. ➤ To add a new user to the directory ➤ Click on the 1HZ 8VHU icon ...or select Directory > Add New User. ➤ To change a directory entry 1. Click on the 8VHU 'LUHFWRU\ icon. 2. Right click on a name in the directory window 3.
User Directory User Directory Dialog The fields are the same as described in the User Directory view. The following are buttons found on the User Directory Form dialog box. BUTTON NAME DESCRIPTIONS New Blanks out all the fields. The Update button changes to Add button after clicking the New button. Add Insert a user to the user directory list. The Add button changes to Update button after clicking the Add button. Update Update a user’s information.
Control Panel 4 This chapter explains how to set the console control features, such as setting a Call Forward destination, night time call handling, etc. Console control features are generally those that you set at the beginning and end of your shift.
Control Panel Control Panel View Control Panel View The control panel view contains the Status and Feature Keys tabs.
Control Panel Control Panel View Status Tab The status tab enables you to view and edit details of the status bar items. The fields displayed on the screen are explained in the table below. Position Busy/Active When there are multiple Attendant consoles to handle calls, you can place a console in Position Busy status. Held and transfer recalls continue to ring the console that processed them.
Control Panel Control Panel View Call Forward (CF) Settings The Call Forward (CF) menu selections are created or set from the Control Panel. ➤ To create Call Forward menu items 1. Click the &RQWURO 3DQHO icon. 2. From the Status tab, use the Call Forward pull-down the list to select the type of Call Forward. ...or to create a new Call Forward destination, click the 6HWWLQJV button. Click the CF drop-down box to select a CF call type (Trunks or All). In the next box, select a CF destination, click $SSO\.
Control Panel Control Panel View Feature Keys Tab This tab enables you to assign dialing sequences to the keys ) ~) on your keyboard. Numbers that you frequently append, such as dialing prefixes or area codes, can be stored onto these keys. They keys can also be used as Speed Dial locations. ➤ To store numbers onto keys F2~F10 1. Click the &RQWURO 3DQHO icon. 2. Click the Feature Keys tab. 3. Click in the Name box of the )-key and enter a name. 4. Click in the )-key box and enter the dialing string.
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Administration 5 This chapter discusses the features of the Strata CTX Attendant Console that apply to the Administrator. Maintenance and administration of the CTX Attendant Console is through the Control Panel, User Directory, and Administration work area views.
Administration Administration View Administration View The Administration view provides a view of administrative settings. It contains the Admin, Primary & Alternate, and User & Dept. tabs. Admin Tab ➤ To access the Administration Tab, click the Administration icon.
Administration Administration View The Admin Tab contains the following sections: FIELD DESCRIPTION Multiple Attendant Allow multiple Attendant operations. (Single Attendant doesn’t allow set Position Busy). BLF Refresh Rate Enables the Attendant to define the refresh rate for polling the CTX for BLF/DSS status. The minimum rate is 1 second. The default is 3. Automatic Dialing Enable/Disable automatic dialing. Automatic Hold Enable/Disable automatic hold.
Administration Administration View Primary/Alternate Tab Enables the Administrator to set one and only one Primary and/or multiple Alternates for Door Unlock, Door Phone, Paging Zone’s and Pickup Location. Also defines the names. ➤ To access the Primary/Alternate Tab, click Administration icon, select Admin tab. 6290 The number of doors and paging zones must match the number assigned in Strata CTX programming.
User & Dept. Tab Enables the Administrator to setup Login User Setup Operation and Department Name Setup Operation. The maximum length of Login Name and password is 50 characters each. There are two types of access: Administrator and Operator rights. Administrator rights can have full access in the Attendant console. Operator rights only can access enabled functions. ➤ To access the User & Dept. Tab, click the Administration icon, select Admin tab.
Administration Backup Log Files Backup Log Files This is an administrative function that is not performed from the Administration window. Log files are useful for troubleshooting. The CTX Attendant log files are unrelated to the Database Utility. Actually backing up the files is a simple procedure which can be performed by an Attendant. 1. To Backup the Log file, click the %DFNXS /RJ )LOHV icon. Wait a few seconds while the application and TSP log files are backed up into the existing log directory..\..
Appendix – Call List The call list view provides a list of calls and related information. The following attributes of a call are displayed in the columns of the call list view: Call Attribute Description Status: Incoming The call is offered to the station and indicates a new call (Ring or NoRing). Dialing The call is in the process of dialing. RingBack The call is receiving ringback tone Announcing The call is in announcing mode. Busy The call is receiving busy tone.
Appendix – Call List Backup Log Files Call Attribute Description Reason 50 Directed Call The call is a direct dial call to the PDN. Dial 0 The call is dialed directly to the operator. Call Forward (Busy, No Answer, Busy/No Answer, Unconditional) - The call has been forwarded to the Attendant. Pickup The call was picked up. Unpark The call was parked and retrieved by the Attendant. Redirect The call was redirected to the Attendant. Hold Recall The call was recalled from hold.
Index A B about this book conventions, iv related documents, v activate incoming call, 45 add new user icon, 7 administration, 43, 44, 46 administration view admin tab, 44 primary/alternate tab, 44 user and dept.
Index D~I called number, 45 caller ID, 12, 45 call forward, 28 create menu items, 40 cancel cancel msg waiting icon, 7 message waiting, 13 CF (see call forward) changing status, 27 conference, 19 console overflow, 38 status, 28 consultation transfer, 15, 18 ConsultHold, 18, 49 consult transfer icon, 7 contact tab, 31 control panel view status, 38 CSTA, 2 Customer Supported Telephony Application (see CSTA) D database link, 27, 28 date and time, 27, 38 day, day 2, or night mode, 27 destination, 20 icon, 7 d
Index J~P hold, 7 join/split, 7 paging, 7 park, 7 pickup, 7 reconnect database, 7 release, 7 set msg waiting, 7 source, 7 unlock door, 7 user directory, 33 views, 6 voice mail transfer, 7 info bar, 8 L J next tab key, 4 next view key, 4 night mode, 27 night transfer, 38 numeric keypad, 3 login, 9 M making a call, 12 menu bar, 7 messages tab, 29 message waiting, 20 cancel, 13 icon, 7 msg light, 29 multiple attendants, 45 N join, 19 join/split icon, 7 key, 4 K keypad, 3 keys answer transfer (blind),
Index R~T park a call, 26 icon, 7 page, 26 pickup, 23 alternate, 23 icon, 7 position active, 27 busy, 27, 45 primary call pickup, 23 page zone, 22 primary/alternate tab, 46 prompt/notes tab, 11 source, 20 icon, 7 key, 4 special function keys, 4 speed dial, 13 (also see feature keys tab) split, 19 icon, 7 key, 4 station park, 26 page, 26 supervised transfer, 18 switch between source/destination parties, 20 R tabs reconnect database, 28 icon, 7 redial the last number, 12 refresh rate BLF, 45 release a ca
Index U~V U unlock door alternate, 25 icon, 7 primary, 25 user & dept.
Index V~V 56 Strata CTX Attendant Console 08/02
