Toshiba CIX100-S manual

April 2008 T elecommunication Systems Division Net Phone User Guide ®[...]

Publication Information T oshiba Amer ica Information Systems, Inc. T elecommunication Sys tems Division Publication Information T oshiba America Info rm ation Sy stems, Inc., T elec ommunication Systems Division, reserves the right, without prior notice, to revise this information publicat ion for any reason , including, but not limited to, ut ili[...]

© Copyright 2008 This document is copyrighted by T oshiba Americ a Information Sy stems, Inc. with all rights reserved. Un der the copyright laws, this d ocument cannot be rep roduced in any form or by any means—gr aphic, electr onic, or mecha nical, incl uding recording, tap ing , ph otocopyi ng, without prior written permission of T oshiba. No[...]

TOSHIBA AMERICA INFORMA TION SYSTEMS, INC. ( “ T AIS ” ) T elecommunication Systems Division License Agr eement IMPORT ANT : THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND T AIS. CAREFULL Y READ THIS LICENSE AGREEMENT . USE OF ANY SOFTWARE OR ANY RELA TED INFORMATION (COLLECTIVEL Y , “SOFTWARE”) IN[...]

T oshiba America Information Systems, Inc. T elecommunication Systems Division Limited W arranty T oshiba America Information Systems, Inc., (“T AIS ”) warr an ts tha t : • The CIX Attendant Console equipment, such as the PC (excep t for fuses, lamps, and other consumables) will, upon delivery by T AIS or an authorized T AIS dealer to a retai[...]

W ARRANTIES FOR NON-T OSHIBA BRANDED THIRD P ARTY PRODUCTS A valuable element of T oshiba’s product str ategy is to offe r our customers a comp lete product portfolio . T o provide this value to our custom er s at the most optimal prices, we offer both T oshiba-branded and third-p arty manufactured product s that support our T oshiba S trata CIX [...]

Strata CIX Net Phone UG 04/08 i Contents Introduction Organization .................................. ....................... ...................... .................. .................. ...... v Conventions ..................... .................. ...................... ....................... ...................... .......... ....vi Related Docum[...]

Contents Chapter 3 – User-De fined Actions ii Strata CIX Net Phone UG 04/08 Options Buttons ............................ .................. ..... .... ..... .................. .... ..... .... .................. ... .3 0 Option Button Key Types ............................ ....................... .................. ...................... .... 31 U[...]

Contents Chapter 4 – Using Net Phone Features Strata CIX Net Phone UG 04/08 iii Chapter 4 — Using Net Phone Features Call Handling Features ............................... ...................... .................. ....................... ........ 73 Making Outgoing Calls................... .................. ...................... .............[...]

Contents Chapter 7 – Personal Call Handler iv Strata CIX Net Phone UG 04/08 Chapter 7 — Personal Call Handler Creating Personal Call Handling Rules ........................ ...................... ....................... ........ 96 Like Matches ................................. ....................... ...................... ....................[...]

Strata CIX Net Phone UG 04/08 v Intr oduction This user guide describes how to use the Toshiba Net Phone software with Strata CIX670, CIX200, CIX100, CIX100-S, and CIX40 tele phone systems: Or ganization • Chapter 1 – The Grand T our provides an overv iew of the Net Phone buttons and screens. • Chapter 2 – Net Phone Settings covers the cust[...]

Introd uction Conv entions vi Strata CIX Net Phone UG 04/08 Con ventions Con ventions Description Note Elaborates specific items or referenc es other information. W ithin some tables, general notes appl y to the entire table and numbered notes apply to specific items. Impor tant! Calls attention to important instructions or information. Extension N[...]

Introd uction Related Documents/Media Strata CIX Net Phone UG 04/08 vii Related Documents/Media Note Some documents listed here may appear in different versions on the CD-ROM or in print. T o find the most cu rrent version, check the version/date in the Publication Informa tion on the back of the document’ s title page. Refer to the following for[...]

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Strata CIX Net Phone UG 04/08 1 The Grand T our 1 The Net Phone works with Net Server to provide a small but po werful "PC-Phone" for use by telephone users to provide productivity enhancements. The Net Phone is designed to run on a PC with Microsoft ® W i nd ows '98, W indows NT 4.0, W ind ows 2000, W indows XP or 32-bit W indows V[...]

The Grand T our The Main Scre en 2 Strata CIX Net Phone UG 04/08 The Main Screen This section gives an overview of the main user interface of the Net Phone, including the buttons, displays, an d indicators, which a llow you to easily and ef ficiently operate your phone. Net Phon e provides two views, S treamlined and Expand ed, allowing you to oper[...]

The Grand T our The Main Screen Strata CIX Net Phone UG 04/08 3 Button / Icon Description Main Menu Click this b u tton to access Net Phone configuration menus and Help . Information LCD Display This window simulates a phone LCD and provides different types of information depending on current status. If your phone is idle, it shows the date/time, E[...]

The Grand T our The Main Scre en 4 Strata CIX Net Phone UG 04/08 A number of shortcut keys allo w you to use the keyboard in p lace of the mouse to control Net Phone. The list of Shortcut key s ca n be found using the menu selectio n Setup>Shortcut Keys. Note: The F1 key is the HELP key a can be pressed at any time to access Help. Dial P ad Butt[...]

The Grand T our The Main Screen Strata CIX Net Phone UG 04/08 5 Expanded View In “Expanded” view the Net Phone is enlarged beyond the streamlined view to provide the user with additio nal buttons, indictors, info rmation to manage multiple simultaneous calls and to access many ot her features. The follow describes the additional items in th e ?[...]

The Grand T our The Main Scre en 6 Strata CIX Net Phone UG 04/08 • Streamline Button – Used to change Net Phone back to its "Streamlined" view . • Calls W indow – This window displays th at status and associ ated information for each active phone call on the phone. Thus you can easily view and manage multiple phone calls. Right cl[...]

The Grand T our The Main Screen Strata CIX Net Phone UG 04/08 7 Screen Doc ked Vie ws Net Phone provides a screen-dockin g feature (in V er . 4.7 and after) wh ere the Net Phone can dock to th e to p or bottom of your PC scree n. When screen dock ed the Net Phone takes on a very low profile usin g only a small portion of th e screen, and stays acce[...]

The Grand T our The Main Scre en 8 Strata CIX Net Phone UG 04/08 The File menu item expands into an ability to Change the Login settings, an ability to reset the phone to its default settings , or exit the Net Phone application. The Setup menu item expands into six sub-me nu items for setting pa rameters for your Net Phone. These include Personal C[...]

The Grand T our The Side Window Screen Strata CIX Net Phone UG 04/08 9 The Side Window Screen Click the “Side W indow Rollo ut” button on the main screen to cause the side window to appear just to the right side of the main win dow or below when the main win dow is docked. The side window provides access to the Personal Call Handler window and [...]

The Grand T our The Side Window Screen 10 Strata CIX Net Phone UG 04/08 Buttons Mode Below is a sample view of the side window screen in Buttons mode, which provides 12 user-programmable buttons for the user . • Dock button – Use to dock the window b ack to the main screen (if detached) or hide inside the main screen (if attached.) • Close bu[...]

The Grand T our Companion Application Windows Strata CIX Net Phone UG 04/08 11 Comp anion Application Windows Companion Application W indows open as the result of clicking one of the Optio n Keys on Net Phone. These windows open do cked (connected) to the bottom side of the main windo w or can be un docked (moved a way) from the main wind ow . Whil[...]

The Grand T our Skins 12 Strata CIX Net Phone UG 04/08 Skins Skins provide the method for changing th e color sc he m e an d butto n appearan ce . Skins can affect the following elements of Net Phone: • Screen colors, texture, rounding, and appearance. •L C D c o l o r s • Calls window size. • Programmable Button shapes and colors • Dial [...]

Strata CIX Net Phone UG 04/08 13 Net Phone Settings 2 This section defines se ttings that are available to the user for customizing Net Phone to meet their needs. A number of additio nal setti ngs are available for the System Administrator for setting more advanced f eatures such as controll ing access to some features, creating a server -based rul[...]

Net Phone Se ttings Pref erences 14 Strata CIX Net Phone UG 04/08 General T ab These settings control how Ne t Phone interacts with other W indows-based programs and how it should react when calls ring or are being dialed. Extr a Call Information can be enabled and content to be displayed defined as well as details for Microsoft Outlook Integration[...]

Net Phone Settings Pref erences Strata CIX Net Phone UG 04/08 15 • Mobile User – some users travel with a laptop PC from deskto p to desktop each time using the Net Phone with a diff erent PB X extension. This Mobile User option will pop up a “Login” screen each time Net Phone is started so that they can log into the appropriate PBX phone e[...]

Net Phone Se ttings Pref erences 16 Strata CIX Net Phone UG 04/08 Extra Info Screen Each call may have additional information attached to the call that may be useful. W ith the Extra Info Feature enabled, this symbol appears with each call. When the symbol is gray , no information is present, when cyan, information is attached and when red, high pr[...]

Net Phone Settings Pref erences Strata CIX Net Phone UG 04/08 17 ³ T o Add or Change a S tatic Info Field: • Field Name – Select from th e p re-defined list of fields or create yo u o wn field name. This name must match exactly th e information field wh ere the information is held. • Description – Enter any description you desire to mark t[...]

Net Phone Se ttings Pref erences 18 Strata CIX Net Phone UG 04/08 MS Outlook Integration Net Phone is specifically designed to work in harmony with M icrosoft's Outlook contact management program. • Initial Setup – Click the Co nfiguration button to reac h the Outlook Preferences screen with the following options: • Enable Outlook Integr[...]

Net Phone Settings Pref erences Strata CIX Net Phone UG 04/08 19 • Automatically Open a CONT ACT for each Call – When enabled, w henever yo u dial a phone number that matches an Outlo ok Contact, that contact will be popped only – sometimes referred to as "Reverse Screen-Pop". • Add New Contact if No Match F ound – When enabled,[...]

Net Phone Se ttings Pref erences 20 Strata CIX Net Phone UG 04/08 Dialing T ab The biggest choice to mak e in this tab is to determine whether to follow a Server - based dial plan, use a dial plan defined for yo ur station, or dial all the codes yourself. The last option is not practical when using a database or using “hot key” dial ing since o[...]

Net Phone Settings Pref erences Strata CIX Net Phone UG 04/08 21 Dialing Outside Number s • Dial same as User Dialed – W ith this option selected, outsid e phone numbers will be dialed exactly how the user dial ed them (unchanged by Net Phone). • Use Local Dial Plan – When this option is selected, the user dials an outside phone number , th[...]

Net Phone Se ttings Pref erences 22 Strata CIX Net Phone UG 04/08 Defining a Local Dialing Plan Each area of the US uses a different set of rules for determining which calls are local calls or long distan ce. For your area, a good source for determining how to define your dialing plan, use the opening pages of your phone book. These pages generally[...]

Net Phone Settings Pref erences Strata CIX Net Phone UG 04/08 23 Calling Within My Home Area Code • Home Area Code – Set this to the Area code where the phone is located. This will be used by Net Phone to determine which dialed calls are within your home area code and when searching a contact manager (reverse screen-pop) the dialed number will [...]

Net Phone Se ttings Pref erences 24 Strata CIX Net Phone UG 04/08 Calling Outside My Home Area Code • Any calls ou tside your Home Area Co de LOCAL calls? – Select either None or Only Calls to These Area+Office Codes. • Local Area+Office Codes – This entry is only presented when you chose Only Call to These Area+Office Codes in the previous[...]

Net Phone Settings Pref erences Strata CIX Net Phone UG 04/08 25 Doc king T ab The docking tab defines the contents of Ne t Phone when docked to the top or bottom of the screen. This includes whether docking is enabled or disabled, uses the slim or regular profile and a listing of contents by display priority (space limits what can be displayed). ?[...]

Net Phone Se ttings Pref erences 26 Strata CIX Net Phone UG 04/08 Adv anced T ab This screen allows the changing of the basic connection for Net Phone and provides for the ability to send log files to T e ch nical Support for debugging problems encountered in the field. The T API Serv ice Provider should not be changed unless your System Administra[...]

Net Phone Settings Pref erences Strata CIX Net Phone UG 04/08 27 • Login name – Enter your Login name. If a new installation, a client will automatically be created in Net Server for this name. Many times the administrator will have defined your c lient Login name, see your admi nistrator for the name to use. • Password – Enter an optional [...]

Net Phone Se ttings Pref erences 28 Strata CIX Net Phone UG 04/08 Diagnostic Log ging/Uplink This section allows enabling of the Debug utility and have it show on th e Main Menu under Settings as well as provide an ea sy utility for sendi ng all the important information about Net Phone to assist T echnica l Support to help diagnose any problems wh[...]

Net Phone Settings Setting Up Hot K ey Dialing & P opup Strata CIX Net Phone UG 04/08 29 Setting Up Hot Key Dialing & Popup Net Phone provides two glo bal “Hot Keys” th at you can press within any application to send a request to Net Phone. The firs t key is the Dial Hot Key will provide a method for dialing a number fro m any applicati[...]

Net Phone Se ttings Options Buttons 30 Strata CIX Net Phone UG 04/08 Options Buttons Net Phone provides a powerful architecture that allows companion applications to add features and functions. These companion applications inher it the look-and-feel of Net Phone and act as if they are “part of th e Net Phone” and are provided as Options Buttons[...]

Net Phone Settings Options Buttons Strata CIX Net Phone UG 04/08 31 Option Button K ey T ypes Directory Button Extension Directory • Chat Menu – Enables right-click access to Chat another user from the Directory window . • Edit Menu – Enables right-click access to the Edit menu for Directory listings. • Show ACD Exts – Hunt Group/ACD Gr[...]

Net Phone Se ttings Options Buttons 32 Strata CIX Net Phone UG 04/08 Feature Directory Button Feature Directory • Show S tandard Features – Display stan dard PBX feature codes in the Directory listing. • Show Operator Features – Display Operator feature codes in the Di re ctory listing. • Show Debug Features – Display Debug features in [...]

Net Phone Settings Options Buttons Strata CIX Net Phone UG 04/08 33 Speed Dial Button Personal Directory • Edit Menu – Allow right-click access to edit records in the Personal Directory . • Outlook Menu – Allow right-click acce ss to Outlook features in the Personal Directory . • Filename – File to store the personal Speed Dial records.[...]

Net Phone Se ttings Options Buttons 34 Strata CIX Net Phone UG 04/08 Call History Button Call History • V iew Info Menu – Enables th e V iew Info menu in the Cal l History W indow . Right-click a Call Record to access the V iew Info Menu. • Show Notes Column – Allows Call Histor y to show the Notes field for each Call Record. More Buttons[...]

Net Phone Settings Options Buttons Strata CIX Net Phone UG 04/08 35 Bank of Buttons • Bank # – Specifies th e group number of the button bank. Y ou must specify a unique number for each bank of buttons. If you assign the same bank to more than one button, each of thos e buttons will show the same bank of keys. • Caption – Enter text to appe[...]

Net Phone Se ttings Options Buttons 36 Strata CIX Net Phone UG 04/08 • Auto S tartup – Allow the Bro wser to start automatically with Net Phone. Useful for screen pop or data access applications. • Auto S tart Hidden – When used with Auto S tartup, it opens a web page, but the Browser window remains hidden. • Buttons – Place a checkmark[...]

Net Phone Settings Options Buttons Strata CIX Net Phone UG 04/08 37 P ower Dial Button Allow you to automatic ally call a list o f phone numb ers or dial phone numbers at specified dates and times. See the Power Dialer Administrator Manual for details. P ersonal P ower Dialer • Auto S tartup – When enabled, Power Dial er will startup when Net P[...]

Net Phone Se ttings Options Buttons 38 Strata CIX Net Phone UG 04/08 Replay Butto n Replay is a client application for OAISYS T rac er . Replay must be installed on thi s PC to access call history and recorded files from T racer . See the OAISYS Replay Administrator ’ s Manual for details. System Call History (Replay) • Show just my Calls – I[...]

Net Phone Settings User Progr ammab le K eys Strata CIX Net Phone UG 04/08 39 User Programmable Keys The Net Phone has many different User Pr ogrammable keys on the main screen, on the Side W indow , or on the Extra Button wind ows. These keys and can be easily configured by the user as "Feature" keys, "Speed Dial" keys, "U[...]

Net Phone Se ttings User Programmab le K eys 40 Strata CIX Net Phone UG 04/08 To C h a n g e K e y This opens the Setup Key conf iguration settings shown below . Several items in the upper portion of th is window define the appe arance and label of the button. Selecting an Action from the pull down listing will pr esent additional para meters neede[...]

Net Phone Settings User Progr ammab le K eys Strata CIX Net Phone UG 04/08 41 Speed Dial K eys Creates a speed dial key for one-button dia ling. Net Phone automatically inserts the T runk Acc ess Code when a Dial Plan has been specified, making it unnecessary to enter this code in the speed dial number . Speed Dial numbers ca n be an y number 0~9 a[...]

Net Phone Se ttings User Programmab le K eys 42 Strata CIX Net Phone UG 04/08 System/PBX Command K eys The System/PBX command keys are maintained for backwa rd compatibility . It is highly recommended that the user creat e User Defined Actions for System/PBX Commands. The User Defin ed Actions have expanded the options available for a number of the[...]

Net Phone Settings User Progr ammab le K eys Strata CIX Net Phone UG 04/08 43 User Defined Action K eys Customized features can be placed on keys by using User Defined Actions . Actio ns that have been defined will be available in the pull down list. T o create a new action, go to the User Defined Actions section to create the action be fore defini[...]

Net Phone Se ttings User Programmab le K eys 44 Strata CIX Net Phone UG 04/08 DSS Extension Ke ys Direct Station S election provides one-b utton di aling to a specific station. DSS Keys also provide a visual status indicator of th e station: Ringing, Busy , Idle, or Do-Not- Disturb. An easy method for creating DSS keys is to ope n the Directory and[...]

Net Phone Settings User Progr ammab le K eys Strata CIX Net Phone UG 04/08 45 Run Pr ogram Ke ys This sets the key to run a specific applicati on or load a specific document. For example you could create a “Calculator” ke y to run the windows calculator by setting the “Program filename” to CALC.EXE. Alte rnatively you co uld create a key to[...]

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Strata CIX Net Phone UG 04/08 47 User -Defined Actions 3 Y ou can define powerful actions that can be used with both the Personal Call Handler and under the Programm able Ke ys. These actions can be as simple as playing a .W A V file to as powerful as sending a specific DDE message to another progra ms to "Screen Pop" a database. Wh en de[...]

User-Defined Action s Creating Actions 48 Strata CIX Net Phone UG 04/08 takes you to a screen for creating or editing an action. The type s of actions that can be created are defined below . When actions ar e copied, created, or edited, those changes are stored in the compiled actions file (NET_ PHN.acs). If this file is lost for some reason and Ne[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 49 Expor t Call Info This action is used to export call inform ation to another program (like the CTI Call Handler) in order to keep its Call Info Datab ase current. When this action is triggered it will Popup an "Export Call Info" screen allo wing the user to fill in an[...]

User-Defined Action s Creating Actions 50 Strata CIX Net Phone UG 04/08 • Log S tring – Create the string defining th e content to be written into the file. The above example created the foll owing entries into the file “CallsLog.txt”. Note: The number of characters sent for the na me variable was limite d to the first 10 characters (%+10N)[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 51 Modify Call Inf ormation This action changes the Caller ID name, Ca ller ID name, or Account code of the active call on this phone and when th e PBX supports the changes, the same information held in the PBX. Using the Extra Info (shown on page 52 ) option provides for entering[...]

User-Defined Action s Creating Actions 52 Strata CIX Net Phone UG 04/08 Extra Info • Field Name – Enter the name of the field to be changed. This name m ust m atch exactly the field name including uppercase and lowercase syntax. For example, a user may want to create User Programmable Keys identifying the “Preferred Agent” for the call prio[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 53 Pla y W A V File This action will play a specifie d W A V file on the PC soun d card. • Path & Filename – Enter the complete path name for the W A V file to be played or browse to find the path of the file. P op External W eb Br ow ser This action sends a URL to the PC?[...]

User-Defined Action s Creating Actions 54 Strata CIX Net Phone UG 04/08 P op Internal W eb Br owser This action can be used to send a URL to the ‘built-in’ web browser of the Net Phone (when installed) or can be used to crea te access to other companion application programs. An example of using yo ur P ersonal Cal l Ha ndler to automatically op[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 55 Button Name: URL (Param1): Param 2: Speed Dial If blank, it uses the default “MyDir .txt” file or enter a file name fo r your Speed Dial directory .** <blan k> Directory Note: The default settings when Param 2 is blank has Edit and Outlook menu options enabled and Cha[...]

User-Defined Action s Creating Actions 56 Strata CIX Net Phone UG 04/08 Note Specifying a new file name in Param 1 and requires manually creating that file of the same name in the “Documen ts and Settings<User Name>Local SettingsApplication DataCTS Net Phone” folder may be used. This method allows multiple personal directories to be [...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 57 • Popup Info Screen T ype – Ch oose either Standard Info or Extra Info. When Extra Info is selected, choose when the popup w ill occur: Always, Any Info Attached, or Any Priority Info. P opup Phone Screen This action causes a popup (Restore) of the Net Phone screen from an [...]

User-Defined Action s Creating Actions 58 Strata CIX Net Phone UG 04/08 Run another Pr ogram This action triggers the running of another p rogram on the PC. • Program EXE – Enter the name an d path of the pro gram to be run. In the examp le above, the program is Outlook.exe. Use the Browse button to find the file as needed. • Parameters – E[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 59 Send DDE Msg This action sends a DDE Execute message to another program on the PC. Frequently this is used to "Screen Pop" a contact management program, such as Goldmine. • App Name T o pic – The application will specif y both the application name and topic name u[...]

User-Defined Action s Creating Actions 60 Strata CIX Net Phone UG 04/08 Send K eystr okes to a Program This action provides a way to sen d keystrokes to another W indows program just as if the user typed them into that program. This can be used, for example, to pop up another program whenever a call rings in. Note: Use this action carefully because[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 61 2. Key Strokes: T o resto re Notepad (Alt Sp R): Key Strokes:= %%{ }R and to move to the end of the file (Control+End ): append to Key Strokes: ^{END} 3. In Program EXE: Enter prog ram name and file name to open “Note pad.exe / calls.txt”. Note The forward slash after "[...]

User-Defined Action s Creating Actions 62 Strata CIX Net Phone UG 04/08 Combination K eys T o specify keys combined with any combina tion of Shift, Ctrl, and Alt keys, precede the regular key code wi th Shift, Ctrl, or Alt code. T o specify that Shift, Ctrl, and/or Alt should be held down while several other keys are pressed, enclose the code in pa[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 63 Set Phone Do Not Disturb This action sets the phone’ s Do Not Disturb feature in the PBX (requires the PBX to support this feature via OAI link) and sets a reason for this status. This reason message displays on the phone’ s display as well as appearing on Net Phone and the[...]

User-Defined Action s Creating Actions 64 Strata CIX Net Phone UG 04/08 Set Phone Status Message This action works much the same as Set Phone Do Not Disturb except it does not change the phone’ s DND status and the m essage only appears within Net Phone and the DSS keys on other users of Net Phone. • Choose DND Message – Select from the av ai[...]

User- Defined Actions Creating Actions Strata CIX Net Phone UG 04/08 65 System/PBX Command This action can be used to send appropri ate OAI commands to the PBX to perform functions. For example, you could have an action that sets your DND message to "UNA V AILABLE" using the following: N 16. Y ou could then set this action to run each tim[...]

User-Defined Action s Creating Actions 66 Strata CIX Net Phone UG 04/08 T ransfer Call This action causes the active call to be tran sferred to another phone, directly to a specific V oice mailbox, or to an outside phone number (i.e. 9,4969040). • T ransfer T o – Enter an extension numb er or outside number to be called. • T ransfer Mbox – [...]

User- Defined Actions Action V ariables Strata CIX Net Phone UG 04/08 67 Action V ariables Net Phone u ses variab les to provide information to actio ns. Net Phone replaces the variable token code with the appropriat e value when the action executes. For example, %P becomes ‘480496904 0’ when you receive a call from CTS. Call V ariables Refer t[...]

User-Defined Action s Action V ariables 68 Strata CIX Net Phone UG 04/08 Note Insert +x following the ‘%’ ch aracter to restrict the vari able value to the first ‘x’ or leftmost characters. Insert –x to rest rict the variable value to the last ‘x’ or rightmost characters. For example, to pa ss the first 8 characters of the Calling Par[...]

User- Defined Actions Action V ariables Strata CIX Net Phone UG 04/08 69 System V ariables Net Phone also uses System V ariables for Ac tion parameter strings, such as Date and T ime. They can also provide some contro l over text logging actions with Carriage Return, Line Feed, T ab, and Random Number s (for file names.) Note: Many System V ariable[...]

User-Defined Action s Action V ariables 70 Strata CIX Net Phone UG 04/08 Note &T and &U variables accept a relative addition of time in the format &U+’30’ results in the current time plus 30 minutes. The number of minutes must be within single quotation marks. Exam ple: A Set Phone Status Message action can be specified selecting th[...]

User- Defined Actions Action V ariables Strata CIX Net Phone UG 04/08 71 Impor ting Actions When the Ne t Phone program starts up, it automatically i mports actions from the compiled NET_PHN.ACS action file plus all action files (*.ACx) it finds in its startup folder . The last character used in the exte nsion of the file name defines how the actio[...]

User-Defined Action s Action V ariables 72 Strata CIX Net Phone UG 04/08 T esting Actions While in the Add/Edit Action screen, a S how T est/Done T esting button is offered. Pressing this button when it is titled Show T e st, will expand the window to a set of “T est V alues" that can be set representing th e variables used within the action[...]

Strata CIX Net Phone UG 04/08 73 Using Net Phone Features 4 This chapter defines how to use PBX featur es from Net Phone. Features included are Call Handling, PBX, Call Center , and Outlook features. Personal Call Handler rules can be created to respond and take actions on calls automatica lly , or Programmable Buttons can be used for even easier a[...]

Using Net Phone Features Call Handling F eatures 74 Strata CIX Net Phone UG 04/08 ³ Using Net Phone Dialpad 1. Click the dialpad button to expose the dialpad . 2. Enter the number to be dialed including a trunk access code; the call will proceed automatically once a valid number is entered. ³ Hot Key Dialing 1. Highlight a telephone number in ano[...]

Using Net Phone Fe atures Call Handling Features Strata CIX Net Phone UG 04/08 75 Answering Calls T ypically the longest ringing calls are answered first, but calls can be answe red in any order with a click of the button. ³ T o Answer Oldest Call ³ While a call is ringing, click the Answer button . or double-click on the to p ca ll in the Calls [...]

Using Net Phone Features Call Handling F eatures 76 Strata CIX Net Phone UG 04/08 T ransferring Calls ³ Using T ransfer Button 1. While talking with a caller , click the transfer button to get intercom dial tone or right-click on the call in the Ca ll V ie w W indow and select Transfer . 2. Using the keyboard enter the number to tr ansfe r the ca [...]

Using Net Phone Fe atures Call Handling Features Strata CIX Net Phone UG 04/08 77 Viewing Extra Call Inf ormation Net Phone has the ability to a ttach, retain, and display ex tra information taken on a call. This could include information input by an IVR, added/attached information by the Call Router , attach ed from a database, or added by any use[...]

Using Net Phone Features Call Handling F eatures 78 Strata CIX Net Phone UG 04/08 ³ T o Add or Change Informatio n 1. W ith the “Call Info” window open, place th e cursor into the box to be changed and use the keyboard to add or erase information. Note The ability to add or chan ge information is contro lled by Preferences>Ext ra Info setti[...]

Using Net Phone Fe atures Phone Feature Operation Strata CIX Net Phone UG 04/08 79 Phone Feature Operation Stat us messages and Call F orwarding is available on Net Phon e. Status Messages User can set the Status message so that others can know the user ’ s status. ³ Setting DND Message Only 1. Right-click the button to bring up the Set DND or S[...]

Using Net Phone Features Phone Feature Operation 80 Strata CIX Net Phone UG 04/08 Call Fowar ding ³ T o Set Call Forwarding 1. Right-click the button. 2. Choose a Forwarding type from the pull-down listing. 3. Enter a Destination fo r the forwarded calls. 4. Click Save to compete the sett ing. ³ T o Clear Call Forwa rd ing 1. Right-click the butt[...]

Using Net Phone Fe atures Call Center Features Strata CIX Net Phone UG 04/08 81 Call Center Features The ACD actions can be used to Log In / Log Out to/from ACD groups. Going temporarily unavailable and an ability to en d wrap times can be part of th e features available. Additional Call Ce nter features are possible using User Programmable buttons[...]

Using Net Phone Features Call Center Features 82 Strata CIX Net Phone UG 04/08 ³ To L o g O u t 1. Highlight the group name(s) in the left-hand box and click the >>Log Out button. 2. Click Done when finished . Changing Agent Status 1. Click the ACD Status button. The fo llowing ACD Agent S tatus window will appear: ³ T o Make Agent Unavaila[...]

Strata CIX Net Phone UG 04/08 83 Connecting Headsets 5 Plantronics Wireless Headset CS50-USB and CS60-USB DECT This is a User Guide for Plantronics USB W irele ss headsets used with Net Phone 5.0 Softphone.Ke y features w hen used wi th Net Phone 5.0 include: • Net Phone interfaces directly with the CS50- USB or CS60-USB DECT headsets without any[...]

Connecting Headset s Plantronics Wireless Headset 84 Strata CIX Net Phone UG 04/08 • The headset power is automa tically turned of f by Net Phone whenever a call is not active and automatically restored upon recei ving a call to save talk time battery . • The speech volume (liste ning) can be ad justed on the headset as well as on Net Phone, an[...]

Connecting Heads ets Plantronics Wireless Headset Strata CIX Net Phone UG 04/08 85 Headset Contr ols and Operation • Charging Indication (1) – Red LED on left side of base indicates when the headset is being charged. This indication is part of the Plantronics Headset base and not affected by Net Phone 5.0. • S tatus Indication (2) – Green L[...]

Connecting Headset s Plantronics Wireless Headset 86 Strata CIX Net Phone UG 04/08 • Listen V olume Control (4) – Pushing the button up w ill raise the volume in the ear piece, pulling the button down will lowe r the volume in the ear piece. Each push will step the volume level up or down one level. • Smart Button (4) – This button function[...]

Connecting Heads ets T rouble Shooting Strata CIX Net Phone UG 04/08 87 T rouble Shooting If you loose audio on a call after abou t 6 seconds, check for the Plantronics PerSonoCall application and disable the optio n: "Enable headset only for phone calls (extends battery life)"[...]

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Strata CIX Net Phone UG 04/08 89 Using Micr osoft Outlook 6 Dialing from within Outlook When Outlook Phone Li nk has been installed, a "Pho ne Icon" will appear on your Outlook main T ool bar . Then when you are in any Outlook Contacts folder and you have a contact highlight ed, you can press this button to di al. A dialing screen will po[...]

Using Micros oft Outlook Incoming Calls 90 Strata CIX Net Phone UG 04/08 Note If you setup a rule to trigger on "When Rin ging", you may NOT want to have the action automatically open a Contact or Journal because it will do this for every matching call whether you are present or not. So, if while you're away from your desk, you have [...]

Using Microso ft Outlook While on a Call Strata CIX Net Phone UG 04/08 91 While on a Call Whenever you are on a telephone call (inc oming or outgoing) you can right-click on the call (Call Information or LCD Display window) and select “V iew Info” to pop up the Standard Call Info screens shown below . Within these screens, buttons are of fered [...]

Using Micros oft Outlook Integrating with Outlook Cal endar 92 Strata CIX Net Phone UG 04/08 Integrating with Outlook Calendar One typical integration with Outlook Calend ar is to put Appointment information on DSS key such that all other Net Phone users know y our current presence status. This example will turn on the DSS key with S tatus Message [...]

Using Microso ft Outlook Integrating with Outlook Calendar Strata CIX Net Phone UG 04/08 93 Step 2: Create P ersonal Call Handler Rules T wo Personal Call Handler Rules will be needed, both using the Outlook Calendar Appointment event which sends a message when an appointment starts and a second when it ends. In this example, I want to trigger the [...]

Using Micros oft Outlook Integrating with Outlook Cal endar 94 Strata CIX Net Phone UG 04/08 Step 3: The Final PCH Rules The main thing is to ensure that the PC H rule to “Clear DSS Message” must follow “Set DSS Message”. If not, the “Set DSS Me ssage” triggers on ‘any’ Ca lendar Status including ‘Free’ an d the clear command wo[...]

Strata CIX Net Phone UG 04/08 95 P er sonal Call Handler 7 This powerful feature of Net P hone allows you to create Call Handling Rules to automatically take actions when certain even ts occur and specific conditions are true. That is, you create a rule so that (1) when an Event occurs, and (2) if certain conditions are true, and then (3) perform s[...]

P ersonal Ca ll Handler Creating P ersonal Call Handling Rules 96 Strata CIX Net Phone UG 04/08 Creating Personal Call Handling Rules The following items will define how to edit, delet e or add new rules. Many rules can be created and exist simultaneously . T o allo w ru les to be defined and not applied , an enable/dis able ch eck box appear s bef[...]

P ers onal Call Handler Creating P ersonal Cal l Handling Rules Strata CIX Net Phone UG 04/08 97 ³ T o Add or Change a Call Handling Rule ³ Click the Add button or highlight the rule to be c han ged and click Chan ge.[...]

P ersonal Ca ll Handler Creating P ersonal Call Handling Rules 98 Strata CIX Net Phone UG 04/08 Step 1: Select a T riggering Event and Set the Conditions The types of events that can be use d to tr igger a rule can be divided into call related triggers, system triggers, and statu s change triggers. Each groupin g is show below along with the Condit[...]

P ers onal Call Handler Creating P ersonal Cal l Handling Rules Strata CIX Net Phone UG 04/08 99 • Call Answered – When ever a call is answered on the pho ne. • Call T ype – Select the call type for the ringing call. • Call Direction – Select the direction of the call to be triggered. • Caller ID Number – Select a Caller ID number .[...]

P ersonal Ca ll Handler Creating P ersonal Call Handling Rules 100 Strata CIX Net Phone UG 04/08 • Call Disconnect – Whenever a call leaves the phone (whether the caller hung up or the call was transfe rred or forwarded). • Call T ype – Select the call type for the ringing call. • Call Direction – Select the direction of the call to be [...]

P ers onal Call Handler Creating P ersonal Cal l Handling Rules Strata CIX Net Phone UG 04/08 101 • FWDed/XFRed Call Ringing – Whenever a call rings on the phone that has been either Forwarded or T ransferred from another extension. • Call T y pe – Select the call type for the ringing call. • Phone State – Select the Phone S tate when t[...]

P ersonal Ca ll Handler Creating P ersonal Call Handling Rules 102 Strata CIX Net Phone UG 04/08 • S tatus is Idle – Whenever the station is idle and the DND button is toggled or whenever an ACD agent ends “wrapup” time and becomes available to take a call. • Do Not Disturb S tatus – Select whether the station is to be considered idle w[...]

P ers onal Call Handler Creating P ersonal Cal l Handling Rules Strata CIX Net Phone UG 04/08 103 • Outlook Calendar Appointment – An event that occurs at the start time of the appointment and again when the appointment time ends (‘Free’). • Calendar Status – Select to match the Outlook Calendar S tatus options: Any , Free, Busy , Out o[...]

P ersonal Ca ll Handler Like Matches 104 Strata CIX Net Phone UG 04/08 Like Matches When you design a Rule to trigger using a Specific Number (for the CallerID number or Account number) or on a Specific Name (for the CallerID name) you can design the rule to either search for an exact match or a “LIKE” match. A “LIKE” match simply uses wild[...]

Strata CIX Net Phone UG 04/08 105 Unlike Matches In addition, you can precede any of the searc h strings with the characters <> to request all matches that "aren't equal" or "aren't Like". Example: T o trigger on any caller from NOT from your area code 602: Set the Specific Number on Calle r ID Number to: <>[...]

P ersonal Ca ll Handler Expor t Rules 106 Strata CIX Net Phone UG 04/08 Export Rules Once a rule has been designed, exporting the rule is recommended to provide a backup copy and that file can be copied to other Net Phones. T o export a rule, you will need to be in the Add/Edit Rule screen and click the Export Rule button. Pressing Ex port Rule cop[...]

P ers onal Call Handler Impor ting Rules Strata CIX Net Phone UG 04/08 107 Importing Rules When the Ne t Phone program starts up, it automatically i mports rules from the compiled NET_PHN.RUL rules file plus all rule files (*.RUx) it finds in its startup folder . The last character used in the file name extension defines how the rule file is treate[...]

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Strata CIX Net Phone UG 04/08 109 Using Companion Applications 8 Net Phone provides a powerful open architect ure that allows companion applications to add features and functions. These compan ion applications inherit the look-and-feel of Net Phone and act as if they are “par t of the Net Phone” and are provided as Options Buttons on the Main S[...]

Using Companion Applications Directories 110 Strata CIX Net Phone UG 04/08 Finding Entries The Find window u sed in conjunction with th e sort column is used to quickly locate desired entries in large directories. Select a column where the entry is to be found, enter into the Find window characters to match. • By Last Name – Sort using the Name[...]

Using Companion Application s Director ies Strata CIX Net Phone UG 04/08 111 • Additional Options – Right-click on the entry to access a menu of the other functions: Note Not all options may be available due to the settings for the Option Button. • Call Now – Place a phone call to this pe rson or extension. (Same as double- clicking.) • E[...]

Using Companion Applications Directories 112 Strata CIX Net Phone UG 04/08 Speed Dial Directory List of telephone numbers. The user may add entries to provide fast access to frequently dialed numbers. • T o Call – P ress Enter to dial the highlig hted number , or double-click the desired number from the list. • Add by Drag and Drop from Ou tl[...]

Strata CIX Net Phone UG 04/08 113 Call History Net Phone automatically crea tes a log of calls dialed and received on the local telephone extension. This Call Histo ry provides the user with a valuable log of hi s or her phone calls. • Pages Buttons – Call History automatically creates ‘pages’ when the log becomes too large. Use the ‘Prev[...]

Using Companion Applications Call Histor y 114 Strata CIX Net Phone UG 04/08 • Phone – the phone n umber you dialed (outgoing, ) or the CallerID Number / ANI (incoming.) • Name – The name of the person you called (based on Outlook), o r who called you (based on CallerID.) • Dur –The Duration or length of time th e call spent on this Net[...]

Using Companion Application s Call Histor y Strata CIX Net Phone UG 04/08 115 • Additional Options – Right-c lick on the entry to access a menu of other functions: • Call Now – Dial the phone number using Net Phone. • V iew Info – Provides a read-only view of all of the information about the call, including the “Notes.” Note: Y ou c[...]

Using Companion Applications Call Histor y 116 Strata CIX Net Phone UG 04/08 • Export Listing – Export the listing us ing either a CSV or T e xt format. • Listen to Call – When the T racer Inte gration is provided, this button provi des a link to Replay to allow the r ecording to be played back. • Filtering – Use filters to limit the nu[...]

Using Companion Application s Call Histor y Strata CIX Net Phone UG 04/08 117 • Account Codes – Choose “All” for calls with any or no account code. Use the “S tarting with” option to limit the se arch to calls matching or starting with a specific account code. For exampl e, ‘123’ returns calls with account codes 123 and 1 23xxx. •[...]

Browser Window Net Phone provides an integrated web b row ser window for access to Internet or Intranet locations, or direct access to local HTML files. In additi on to basic browsing, you can create custom web applications to extend the functionality of Net Phone for your business. For example, your call center co uld have incoming calls automatic[...]

Using Companion Application s Presence View er Strata CIX Net Phone UG 04/08 119 Presence V i ewer ³ T o assign the Pr esence V iewer to one of Net Phone buttons The Presence V iew can be assigned to one of the Options Keys. 1. Right click the Options Key and select the Change Key .[...]

Using Companion Applications Presence Viewer 120 Strata CIX Net Phone UG 04/08 2. In the Set Options Key window , select Presence V iewer from the Key T ype drop down menu. Assign any name to Key Label show n on the Options Button or T ool T ip shown as the mouse over text. ³ T o manage the Presence Viewer 1. Click the Options Key assigned for the[...]

Using Companion Application s Presence View er Strata CIX Net Phone UG 04/08 121 3. Use the double arro w buttons to add or re move users from the group (shown right). ³ T o use the Presence Viewer The Presence V iewer window shows the status of users. ³ Right click the member to start Chat or call the person through Net Phone. Note The binocular[...]

Using Companion Applications Other Applications 122 Strata CIX Net Phone UG 04/08 Other Applications Several other applications integrate with Net Phone. For mo re details on these applications, please see the document ation on each of these products. Chat An integrated text-messaging function tha t allows you communicate with other Net Phone users[...]

Strata CIX Net Phone UG 04/08 123 Inde x A about this book conventions, vi organization, v related documents, vii account code, 48 account number, 51 ACD call ringing, 101 ACD Keys, 43 ACD key view, 15 ACT, 1 action keys, 43 actions creating actions, 47 importing, 71 testing, 72 action variables, 67 always on top, 14 answer, 42 audio control, 5 aut[...]

Index D ~ G 124 Strata CIX Net Phone UG 04/08 call answered, 99 control, 42 disconnect, 100 extra call info, 77 forward, 3 history, 15 , 113 logging, 15 modify, 51 results, 21 retrieve, 78 ringing, 98 , 101 transfer, 66 types, 15 variables, 67 call center, 81 call fowarding, 80 call handler mode, 9 call handler rules, 9 , 93 add or change, 97 creat[...]

Inde x H ~ N Strata CIX Net Phone UG 04/08 125 H hangup, 42 headset controls, 85 installation, 84 operation, 85 trouble shooting, 87 volume control, 86 help, 8 hold, 42 home area code, 18 , 20 , 23 outside, 24 I importing actions, 71 initialize key, 39 Insight, 48 K key ACD, 43 action, 43 change, 40 copy, 39 DSS extension, 44 feature code, 40 initi[...]

Index O ~ T 126 Strata CIX Net Phone UG 04/08 startup, 100 streamlined view, 2 O OAISYS, 38 auto call record, 5 Tracer, 5 , 38 On manual dialing, 18 options, 28 outlook calendar, 92 , 103 dialing, 89 incoming calls, 89 lookup, 50 outlook integration, 18 outside numbers, 21 P PCH rules, 94 personal directory, 33 personal power dialer, 37 , 122 phone[...]

Inde x U ~ W Strata CIX Net Phone UG 04/08 127 TASKE Contact, 48 testing actions, 72 transfer, 42 , 66 trunk access code, 20 U URL, 35 , 53 , 54 user defined action Keys, 43 user Preferences, 14 V value, 52 variables, 67 system, 69 views regular screen-docked, 7 screen do cked, 7 slim screen-docked, 7 volume controls, 5 W WAV file, 53 web browser, [...]

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