Toshiba Strata CTX manual

Telecommunication Systems Division September 2002 CTX Attendant Console User Guide Digital Business T elephone Systems[...]

Publ icat ion In forma tion T oshiba Ameri ca I nformat ion Sys tem s, Inc. , T elecommun ica tion Sys t ems Divis i on, rese rves the r ig ht , wit hout p rior n otice , to r evis e this infor mation pub licat ion fo r any rea son, inc l udi ng, but not limited to, ut iliz a ti on of ne w advances in the st ate of tech nical ar ts or to simply c h[...]

TOSHIBA AMERICA INFORMA TION SYSTEMS, INC. ( “ TA I S ” ) 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”) I[...]

T oshiba America Information Systems, Inc. T elecommunication Systems Division Limite d W arranty T os h iba Am eri ca Inform at ion Syst ems, Inc. , ( “ TA I S ” ) warra nts that: • The C TX Attenda nt Console equipmen t, such as the PC (e xcept for fuses, lamps, and other consumabl es) will, upo n deli very by T A IS or an authorized T AIS [...]

Strata CTX Attendant Conso le 08/02 i Contents Introduction Conventions .... ........................... ........................... .................. ........................... .................iv Related Documen ts/Media .................................... ........................... .................. ..................v Chapter 1 – The Gra[...]

Contents Chapte r 3 – User D irectory ii Strat a CTX Atte ndant Consol e 08/02 Call Transf er ..................... ........................... .................. ........................... ..................... .... 18 Blind Transf er ................ .................. ........................... ........................... .................. [...]

Strata CTX Attendant Conso le 08/02 iii Introduction This gui de is desi gned to pr ovide inst ructions for the Stra ta CTX Attend ant Console connecte d to T oshi ba ’ s Str at a CTX s ystem . It p r ovide s step -by- step in struc tion s on how to use the fe atures and bu ttons of the Att endant scree ns. This use r guide is divid ed as follows[...]

Introduction Conve ntions iv Strat a CTX Atte ndant Consol e 08/02 Conventi ons Conventions Descrip tion Note Elaborat es specif ic item s or ref erences ot her inf ormation. W ithin some ta bles, general notes apply to the entir e table and numbered not es apply t o specifi c items. Important! Calls a ttentio n to import ant instr uctions o r info[...]

Introduction Related Do cu me nts /M edi a Strata CTX Attendant Conso le 08/02 v Related Documents/Media Note Some document s liste d here may app ear in dif feren t versio ns on the CD-R OM or i n prin t. T o find the mo st cu rrent v ersio n, che ck the versio n/da te in the Publ ication I nformation on the ba ck of the documen t ’ s ti tle pa [...]

Introduction Related Documents/Media vi Strat a CTX Atte ndant Consol e 08/02[...]

Strata CTX Attendant Conso le 09/02 1 The Grand T our 1 This chap ter de scribes the S trata CTX Atten dant Consol e, menu optio ns and keyboard . It provi des genera l instr uctions f or PC keyboar d opera tions and for navigat ing throu gh the scr eens an d dialog bo xes. The PC for th e console is desig ned to handle all ca ll activity with in a[...]

The Grand T our 2 Strat a CTX Atte ndant Consol e 09/02 The S trata CTX Atten dant Consol e is provided on a PC with Mic rosoft ® W indows ® 2000 oper ating sys tems. It co nnects to the S trata CTX pr ocessor vi a the LAN as a Customer Su pported T elephony Applic ation (CST A). It als o connects to a digi tal stati on port for the spee ch path.[...]

The Grand T our Attendant Key s Strata CTX Attendant Conso le 09/02 3 Attend ant K eys Nume ric K eypad PC K EY A TTENDANT K EY D ESCRIPTION Minus (–) +ROG5HWULH YH H old or R etrieve a call Plus (+) $QVZHU 7 U DQVIHU%OLQG Answer or Blind T ransfer . Enter 5H O H D V H 7 U DQ VIHU 6X SY  Rel ease o r Supe rvise d T rans fe[...]

The Grand T our Attendant Keys 4 Strat a CTX Atte ndant Consol e 09/02 Specia l Functio n Keys PC K EY A TTENDANT K EY D ESCRIPTION INSER T 'LDO Brings up the dial men u (you ca n then us e the arrow keys to select a diali ng option ). Pg Up 1H[W7 D E Navigatio n tool that s tarts with th e Call List V iew , then moves from tab to tab. (See[...]

The Grand T our Attendant Key s Strata CTX Attendant Conso le 09/02 5 Functi on and V olume Key s Note If you pl ace all the key st ickers on your keyboa rd, you will have some l eftover sticke rs. These are for frequent ly used feature s that y ou can pro gram onto keys ) ~ ) , such a s Page, Call Pickup, Park, Pa rk Page, and Door Unlock[...]

The Grand T our V iews and Co ntrols 6 Strat a CTX Atte ndant Consol e 09/02 V iews and Controls The V iew Pane c ontains i cons for Call Monitor , User Direc tory , Contr ol Panel, a nd Administr ation views. Cl icking a n icon act ivates t he corres ponding work area view . Call Moni tor V iew This vie w is use d for cont rolling calls. I t lists[...]

The Grand T our Vi ews and Con trols Strata CTX Attendant Conso le 09/02 7 Menu Bar The menu bar for the CTX At tendant c onsists of the Conso le, Call, Di rectory , St atistic s, Messages, V iew , and Help menu s. T ool bars The tool bar contai ns icons f or call handling ( shown below) . It is a nother option for perfor ming many of th e keyboard[...]

The Grand T our V iews and Co ntrols 8 Strat a CTX Atte ndant Consol e 09/02 Info Bar The Info Bar is on t he top of Call List V iew . The Inf o Bar disp lays the n umber of incoming calls at the moment, LCD messa ge and the l ast Park Orbit number . Status Bar This pr ovides a qui ck overvi ew of the c onsole ’ s statu s settin gs on the bo ttom[...]

Strata CTX Attendant Conso le 09/02 9 Call Processing 2 Many of the call ing featu res in this cha pter tak e advantage of th e “ ho t ” keyboard. When you start typing th e name or exte nsion number of an i ndivid ual, the S trat a CTX Attendan t Console be gins the dialing pr ocess or searches for a match in the di rectory for the person bei [...]

Call Pro cessing Answer ing a Ca ll (Incom ing Call) 10 Strat a CTX Atte ndant Consol e 09/02 Answering a Call (Inco ming Call ) ➤ T o an swer the hi ghest ringi ng call, press $QV ZHU  (+) key on the keyboard ...or cli ck the $QV ZHU icon ...or d ouble click o n the entr y . Once a call is answer ed, th at call is marke d with the 6RXU FH [...]

Call Pro cessing Relea si ng a Call Strata CTX Attendant Conso le 09/02 11 ➤ T o answer a spec ific cal l ➤ Highligh t the cal l using t he Up/Down arr ows on your ke yboard, th en press $QV ZH U ...or d ouble click o n the call t o answer . ➤ T o make notes abo ut a cal l ➤ Click th e Prompt/Not es tab, th en click i n the tex t area wit h[...]

Call Pro cessing Making a Call 12 Strat a CTX Atte ndant Consol e 09/02 Making a Cal l ➤ T o dial using the Keyboard ➤ T ype the numbe r on the numeri c keypad, press 5HO HDVH 7 U DQV IHU (Ent er)  on t he keyboard . Note If the console i s idle when you dial, the d ial pad a ppears (s hown below). ➤ T o dial a number fr om an on-s cr e[...]

Call Pro cessing Maki ng a Call Strata CTX Attendant Conso le 09/02 13 ➤ T o dial a Speed Dia l Number Note See “ F eature Keys T ab ” on page 41 to store Speed Dial numbers. Call Completion Call Comple tion code s are opti ons for whe n you encount er busy or Do Not Distur b (DND), or ot her condi tions tha t prevent you from complet ing a c[...]

Call Pro cessing Making a Call 14 Strat a CTX Atte ndant Consol e 09/02 BLF/DSS Dial ing The Busy Lamp Field/Dir ect S t ati on Select ion (BLF/ DSS) tab provi des a li st of users, their extension s, and tel ephone sta tus (icons) . Y ou can make c alls from this tab. 1. Press 1H[W7 DE on th e keyboard to select t he BLF/DSS tab. 2. Use the up [...]

Call Pro cessing Maki ng a Call Strata CTX Attendant Conso le 09/02 15 ➤ T o make a consultat ion transf er fr om the BLF/DSS ta b 1. W it h a connect ed call, cli ck on the de stination p arty . Y our cons ole shows “ Announce ” and you can a nnounce the call. 2. Press 7U D Q V I H U ( (QWHU ) on the keybo ard to sen d the call to the de sti[...]

Call Pro cessing Making a Call 16 Strat a CTX Atte ndant Consol e 09/02 Dir ec to ry Diali ng The D i recto ry tab lists th e names , exte n sions , sta tu s, V oice Ma il (VM ) box, a nd additi onal phone n umbers of ev eryone in the direc tory . Th e status icons are the same as the BLF/DSS. Th ere ’ s also a fi eld for No tes (far right, not s[...]

Call Pro cessing Hold Strata CTX Attendant Conso le 09/02 17 Hold ➤ T o Hold a call ➤ T o retrieve a held ca ll ➤ T o put t he curren t call on hold, pres s +ROG5HWULHY H ...or cli ck o n t he +ROG icon. Y ou can a lso se lect an activ e call in the call li st, th en select Call > Hold . ➤ Highligh t call to be retrie ved, pre ss +ROG[...]

Call Pro cessing Call T ra nsfer 18 Strat a CTX Atte ndant Consol e 09/02 Call T ran sfer Blind T ran sfer Blind tr ansfe r is whe n you per form an immediat e tra nsfer without an noun cing t he call to the desti natio n party . ➤ T o make a Supervised T ransfer cal l ➤ While on an acti ve call, dial the dest ination party on t he numeric k ey[...]

Call Pro cessing Confe renc e Ca ll s Strata CTX Attendant Conso le 09/02 19 ➤ T o transfer a ca ll to V oi ce Mail Confer ence Call s Joining a nd Splittin g a Call ➤ T o add another de stination par ty to the c onfer ence with the At tendant ➤ T o spli t a three-w ay co n ference call 1. While connected to a call , enter th e extensi on num[...]

Call Pro cessing Messa ge W a itin g 20 Strat a CTX Atte ndant Consol e 09/02 ➤ T o releas e the last party fr om a confer encing call Switchin g Betwee n Source a nd De stination Par ties Note Y ou can switc h betwee n Source and Destinat ion parti es when two c alls are confere nced toget her with t he Attendant . Mess age W ait ing If you ca l[...]

Call Pro cessing Messa ge Wai ting Strata CTX Attendant Conso le 09/02 21 ➤ T o cancel a messag e waiting l ight on a te lephone ➤ T o reply t o a message wai ting call 1. Press 1H [W7 DE on t he keyboard to acc ess Call Monito r V iew . 2. Use the up or down arr ows on the ke yboard to s elect the mes sage. 3. Press 5HOHDVH7 U DQVIHU [...]

Call Pro cessing Paging 22 Strat a CTX Atte ndant Consol e 09/02 Paging Y ou can make pagi ng anno uncements t o a primary or alternat e page zone . See you r System Administra tor for a definit ion of th e page zone areas. Note Y ou can as sign one of the funct ion keys ( ) ~ ) on your keybo ard) as the 3DJ H key . See “ Feature Ke ys T[...]

Call Pro cessing Call Pickup Strata CTX Attendant Conso le 09/02 23 Call Pickup Call pic k up pro vides a va riety of ways for ca lls rin ging at ot her stat ions to be picked up at th is loc ation. Some o f these opti ons re quire additi onal d igits to be entered t o select the CO line , a group, or st ation. Note Y ou can as sign one of the func[...]

Call Pro cessing Call Do or Phones 24 Strat a CTX Atte ndant Consol e 09/02 Call Door Phones Note Y ou can as sign one of the funct ion keys ( ) ~ ) on your keybo ard) as the 'RRU3KR QH icon. See “ Fe ature Keys T ab ” on page 41 . ➤ T o call the Pri mary Door Phone ➤ T o call the Alt ernate Door P hone 1. Click th e '[...]

Call Pro cessing Door Unlock Strata CTX Attendant Conso le 09/02 25 Door Unlock Calls f rom Door Phones appear as a call in t he call wi ndow . These cal ls can be answered in the same way any othe r call i s handled. S ome CTX installat ions prov ide the abi lity to u nlock the door with the Do or Unlock ic on. Note Y ou can as sign one of the fun[...]

Call Pro cessing Call Park 26 Strat a CTX Atte ndant Consol e 09/02 Call Park Note Y ou can as sign one of the funct ion keys ( ) ~ ) on your keybo ard) as the 3DU N or 3D U N 3D J H key . See “ Feature Keys T ab ” on page 41 . ➤ To P a r k a c a l l ➤ T o retriev e a park e d cal l 1. Select a call . 2. Click th e 3DU N i[...]

Call Pro cessing Status Strata CTX Attendant Conso le 09/02 27 Status The funct ions and de scripti ons fo r the Atte ndant status are as f ollows: FUNCTIONS D ESCR IPTION Position Active/Bu sy Enable s you to set Position Bu sy or Pos ition Acti ve. Day/Ni ght Mode Enables y ou to set Day , Day 2 , or Nigh t Mode. Overflo w On/Of f Enables y ou to[...]

Call Pro cessing Status 28 Strat a CTX Atte ndant Consol e 09/02 ➤ T o change Console, Ove rflow , Night Mode or Call Forward (C F) Destina tion St a t u s ➤ T o fix a Br oken Database Li nk ➤ T o change Date and T ime 1. Right cl ick on the current time showing . The Date and T ime dia log box dis plays. 2. T ype or sel ect ne w settings , c[...]

Call Pro cessing Messag es T ab Strata CTX Attendant Conso le 09/02 29 Message s T ab This T ab enables you t o view exis ting messag es or a dd a new messag e for a pe rson list ed in the Direc t o ry . Y ou can sa ve, de lete or print m essa ges. M essag e s are st ored in a shared file di rectory a vailable t o any CTX con sole in your t elephon[...]

Call Pro cessing Messa ges T a b 30 Strat a CTX Atte ndant Consol e 09/02 ➤ T o Retrieve Me ssages for a user When the user cal ls the Att endant console, the Message T ab aut omaticall y pops up and that user ’ s messages will be list ed in the l eft hand box. 1. If the user call s from a non -matching phone or cal ls in fr om the outs ide, se[...]

Call Pro cessing Contact s T ab Strata CTX Attendant Conso le 09/02 31 Contacts T ab This tab provid es the compl ete contact listi ng for one i ndividual on the sc reen. The only it em that can be chang ed from any At tendant p osition i s the Note s field. ➤ T o view co ntacts, c lick the Cont acts T ab, use the ar row buttons to move fr om con[...]

Call Pro cessing Contacts T ab 32 Strat a CTX Atte ndant Consol e 09/02[...]

Strata CTX Attendant Conso le 09/02 33 User Directory 3 Y ou can creat e/add/de lete use rs to the Director y . The User Di rectory Li st view al so enables any Att end ant to view the emp loy ees and gr oups in th e use r directo ry (s hown below). The left si de of the list (Pg ., No., Last Name, a nd First col umns) is st ationar y when th e lis[...]

User Directory Contacts T ab 34 Strat a CTX Atte ndant Consol e 09/02 The fo llowing ope rations are allo wed in the d irector y list: • Clickin g the co lumn heading of the li st view s orts the entries in ascendi ng order . Clickin g the co lumn heading again sor ts the en trie s in desce nding order . • Right cl ick on an e ntry to di splay [...]

User Direc tory User Directory Dialog Strata CTX Attendant Conso le 09/02 35 User Dire ctory Dialo g The user di re ctory dia log ena bles you to vi ew a sin gle direc tor y en tr y . Onl y the Note s can be ch anged, unles s you are a n Administrat or . ➤ T o add a new user to t he dir ectory ➤ T o change a dir ect ory entry ➤ Click on t he [...]

User Directory User Directory Dialo g 36 Strat a CTX Atte ndant Consol e 09/02 The fiel ds are t he same as de scribed i n the User Director y view . The fo llowing ar e buttons found on th e User Dire ctory Form di alog box. Note The Oper ato r Att end ant can onl y pe rform th e fol lo wing op erations : Upda te the notes, V iew the first, p revi[...]

Strata CTX Attendant Conso le 09/02 37 Control Panel 4 This chap ter e xplains ho w to set th e conso le contro l featur es, suc h as sett ing a Call Forward de stinati on, night t ime call handling, e tc. Console control features are general ly those t hat you se t at the begi nning and e nd of your s hift.[...]

Control Panel Cont rol P a nel Vi ew 38 Strat a CTX Atte ndant Consol e 09/02 Control Panel V iew The contr ol panel v iew contai ns the Stat us and Feat ure Keys t abs. 6284 Stat us Bar[...]

Con tro l Pan el Control Pa nel Vi ew Strata CTX Attendant Conso le 09/02 39 Status T ab The stat us tab ena bles yo u to view an d edit det ails of the status b ar items. Th e fields display ed on th e screen a re explai ned in th e table be low . Position Busy/Act ive When there are multip le Att endant cons oles to ha ndle call s, you can pl ace[...]

Control Panel Cont rol P a nel Vi ew 40 Strat a CTX Atte ndant Consol e 09/02 Call Forward (CF) Sett ings The Call F orward (CF) menu sele ctions a re creat ed or set from the Cont rol Panel . ➤ T o create Call Forward me nu items Date/ Time The Date a nd T ime can be set usin g the PC ’ s intern al clock. This clock can be chan ged. ➤ T o se[...]

Con tro l Pan el Control Pa nel Vi ew Strata CTX Attendant Conso le 09/02 41 Featur e Keys T ab This tab enable s you to as sign dial ing sequen ces to the keys ) ~ ) on your keyboard . Numbers that you freque ntly appen d, such as di aling pr efixes or area code s, can be st ored onto these keys . They keys c an also be used as Spee d Dia[...]

Control Panel Cont rol P a nel Vi ew 42 Strat a CTX Atte ndant Consol e 09/02[...]

Strata CTX Attendant Conso le 09/02 43 Administration 5 This cha pter d iscusses th e featur es of the S trata CTX Atte ndant Consol e that a pply to the A dm inistr ator . Maintenan ce and admini strati on of the CTX Attendant Console is thro ugh the Control Panel, Use r Directo ry , and Admini strati on work area views.[...]

Administration Adminis tration V iew 44 Strat a CTX Atte ndant Consol e 09/02 Administration V iew The Adminis tration view provid es a view of administ rative s ettings. It contai ns the Admin, Primar y & Alternate, and User & Dept . tabs. Admin T ab ➤ T o ac cess the Administra tion T ab, click the Admini strati on icon. 6194[...]

Administration Adminis tration V iew Strata CTX Attendant Conso le 09/02 45 The Admin T ab contains th e followi ng sectio ns: Notes • The A d mini strat or can chang e all the abov e sett ings. • The Operat or/Atten dant can c hange only PC lev el setti ngs. F IELD D ESCR IPTION Multipl e Attendan t Allow multi ple Attend ant operati ons. (Sin[...]

Administration Adminis tration V iew 46 Strat a CTX Atte ndant Consol e 09/02 Primar y/Alter nate T ab Enab les t he A dmin istrat or to set o ne a nd o nly o ne P rimar y an d/or m ulti ple A ltern ates for Door Unlock, Door Phone, Pagi ng Zone ’ s and Pi ckup Locati on. Also def ines the names. ➤ T o ac cess the Primary/Al ternate T ab, clic [...]

Strata CTX Attendant Conso le 09/02 47 User & De pt . T ab Enables t he Administ rator t o setup Logi n User Setu p Operatio n and Depart ment Name Setup Ope ration. The maxi mum length of Login Name and pas sword is 50 charact ers each . Ther e are tw o types of acce ss: Adm inist rator and Oper ator ri ght s. Admin istra tor rig hts can have [...]

Administration Backup Log Files 48 Strat a CTX Atte ndant Consol e 09/02 Backup Lo g Files This is an admini strati ve functi on that i s not perfor med from the Administrat ion window . Log f iles are useful for t roublesh ooting. The CTX Attendant log file s are unrelat ed to the Database Ut ility . Ac tually ba cking up th e files is a sim ple p[...]

Strata CTX Attendant Conso le 09/02 49 Appendix – Call List The call list vi ew provides a list of calls and related informati on. The foll owing attr ib utes of a cal l are d ispla ye d in th e col umns o f the ca ll list view : Call Attribute Description Status: Incomin g The cal l is of fered to t he stat ion and i ndicates a new call (Ring o [...]

Appendix – Call List Backup Log Files 50 Strat a CTX Atte ndant Consol e 09/02 Reason Directed Cal l The call is a direct di al call to th e PDN. Dial 0 The cal l is dialed directly to the opera tor . Call Forward (Busy , No An swer , Busy/No Ans wer , Unconditi onal) - The call has been forwa rded to the Attendant. Pick up The ca ll was pic ked [...]

Strata CTX Attendant Conso le 08/0 2 51 Index A about th is book conventi ons, iv relate d doc ument s, v activa te incoming call , 45 add new use r icon, 7 administ ration, 43 , 44 , 46 administ ration v iew admi n tab, 44 prim ary/a ltern ate tab , 44 user and dept. tab, 44 altern ate cal l p ickup , 23 page zone , 22 answ er icon, 7 key, 3 arrow[...]

Index D ~ I 52 Strata CTX At tendant Console 08/02 called number, 45 calle r ID, 12 , 45 call f orward, 28 create menu i tems, 40 cance l cancel msg waiting i con, 7 message wai ting, 13 CF (see ca ll forwar d) changing status, 27 confere nce, 19 console overfl ow, 38 stat us, 28 consult ation tr ansfer, 15 , 18 ConsultHol d, 18 , 49 cons ult tr a [...]

Ind ex J ~ P Strata CTX Attendant Conso le 08/0 2 53 hold, 7 join/ split, 7 paging, 7 park , 7 pickup, 7 reconnec t databas e, 7 relea se, 7 set m sg wait ing, 7 source, 7 unlock do or, 7 user di rectory, 33 views, 6 voice mail tr ansfe r, 7 info b ar, 8 J join, 19 join/ split icon, 7 key, 4 K keypad, 3 keys answer t ransfer (blind ), 3 dest, 4 dia[...]

Index R ~ T 54 Strata CTX At tendant Console 08/02 park a call, 26 icon, 7 page, 26 pickup, 23 altern ate, 23 icon, 7 positi on act ive, 27 busy, 27 , 45 prim ary cal l p ickup , 23 page zone , 22 prim ary/a ltern ate tab , 46 prompt/no tes tab, 11 R reconnec t databa se, 28 icon, 7 redial the last number, 12 refre sh rate BLF, 45 relea se a call, [...]

Ind ex U ~ V Strata CTX Attendant Conso le 08/0 2 55 U unlock do or altern ate, 25 icon, 7 prim ary, 25 user & dept . tab administ ration, 47 user di rectory v iew, 33 V view pane , 6 views administ ration, 43 call m onitor, 6 control panel, 38 control s, 6 user di rectory, 33 voice mail tr ansfe r, 19 icon, 7 vol dn key, 5 volume, 5 vol up key[...]

Index V ~ V 56 Strata CTX At tendant Console 08/02[...]