Page 1 Telecommunication Systems Division Release 4.0 Client User Guide June 2001 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL...
Page 2 Strata is a registered trademark of Toshiba Corporation. Microsoft, Windows, and Windows NT are registered trademarks of Microsoft Corporation. SQL Server is a trademark of Microsoft Corporation. Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated.
Page 3: Table Of Contents
Using the telephone ... 1-2 For details about how to use the telephone commands, see Chapter 3 Using the Strata CS Client application... 1-2 Using the Strata CS Web Client... 1-3 Using the TAPI Service Provider and the CMA ... 1-3 Feature comparison table ...1-4...
Page 4 Voice mail from the caller’s point of view... 5-6 Selecting a personal status on the phone... 5-7 Chapter 6. Using Strata CS at a Remote Phone ... 6-1 About using Strata CS at a remote phone ... 6-2 Logging in at a remote phone ... 6-2 Placing calls through Strata CS ...
Page 5 About the Strata CS Client ...7-2 Overview of the Client views ... 7-2 Logging on ...7-3 Changing the Strata CS Server and station ID... 7-4 Logging on at another workstation... 7-5 Logging on as a different user... 7-5 Changing your password ... 7-5 Logging on with command-line switches ...
Page 6 Creating a custom personal status ... 8-7 Personal status and your active settings ... 8-10 Changing your active settings ... 8-10 Personal status defaults ... 8-12 Setting personal status defaults ... 8-13 Changing the personal status of another user... 8-14 Chapter 9.
Page 7 Enabling and disabling hands-free answering in the Client... 10-16 Using the Call Monitor view with voice-first answering ...10-16 Enabling and disabling voice-first answering in the Client... 10-16 Chapter 11. Placing Calls in the Client ...11-1 About Placing Calls in the Client ...11-2 Placing a call ...11-2 Placing calls by using the toolbar Dial field...
Page 8 Routing calls to workgroups ... 14-13 Using greetings with routing lists... 14-14 Chapter 15. Managing Contacts and Workgroups ... 15-1 About contact management and Strata CS ... 15-2 The Contacts view ... 15-2 Using contacts folders ... 15-2 Using the A-Z buttons for quick access ... 15-2...
Page 9 Using contacts in another contact manager ... 15-3 Entering a new contact... 15-4 Sharing your contacts ... 15-7 Teaching Strata CS to recognize your contacts...15-7 Identifying contacts by name... 15-8 Associating a call or caller ID number with a contact ... 15-10 Understanding name and number on caller ID...
Page 10 About customizing your Client ... 18-2 Customizing telephone behavior ... 18-2 Recording a voice title ... 18-2 Changing the language of telephone command prompts... 18-3 Customizing or turning off call announcing ... 18-3 Customizing or turning off call waiting... 18-5 Turning callback for calls on hold on and off...
Page 11 Appendix B. Logging on to the Client Using Command-Line Switches... B-1 Appendix C. Reporting Problems ... C-1 Reporting a problem with a specific call or message ...C-2 Index ...I-1 ONTENTS BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL...
Page 13: Chapter 1. Introducing Strata Cs
About Strata CS ........1-2 Accessing Strata CS........1-2 Feature comparison table .
Page 14: About Strata Cs
You can manage your calls and voice mail by using either your telephone or the Strata CS Client program, which runs on your computer. Strata CS dramatically expands the ways in which you can place and receive phone calls.
Page 15: Using The Strata Cs Web Client
You can also install the Strata CS CMA (Contact Manager Assistant) and receive screen-pops for calls that show the name, the caller ID, and the time of day of the call. You do not need to have the Strata CS Client installed on your computer to use the CMA. Note: With Interact Commerce Act!, you can receive screen-pops without installing the CMA.
Page 16: Feature Comparison Table
Feature comparison table _______________________________ The following table shows the major Strata CS features that are available. If your Strata CS system does not include some of these features, your Strata CS system administrator might have made them unavailable to you.
Page 17 Online Help—Context-sensitive Help is available in all Strata CS applications. To access Help in the current dialog box, click the button or press F1. The following table shows the Strata CS documentation set and the formats in which it is available. Document Strata CS Installation &...
Page 18: Technical Support
The online books are available in HTML-based format. To access an online book, click The PDF-formatted books are available on the Strata CS CD, in the Manuals directory. Use Adobe Acrobat Reader—also available on the Strata CS CD—to view and print these files.
Page 19: Chapter 2. Recording Your Voice Title And Voice-Mail Greeting
HAPTER HAPTER ECORDING OICE MAIL HAPTER About recording your voice title and voice-mail greeting ..2-2 Recording your voice title ....... . 2-2 Recording your voice-mail greeting .
Page 20: About Recording Your Voice Title And Voice-Mail Greeting
4-2). Important: it should not be a long recording or a greeting. Strata CS plays your voice title in the middle of recorded sentences, so a long voice title can cause confusion. To record a voice title on the phone For instructions on how to record a voice title in the Client, see “Recording a...
Page 21: Recording Your Voice-Mail Greeting
Press leaving a message. Your Strata CS account comes with an initial greeting that callers hear until you record a new one. It says, “The person you have attempted to reach is unavailable. Please leave a message at the tone, then hang up or press the pound key for more options.
Page 22: Recording A Grab-And-Hold Greeting
In the Client you can record a special greeting called a grab-and-hold greeting that Strata CS plays to callers when you put incoming calls on hold without talking to the callers first. For more information about how to record and use a grab-and-hold greeting in the Client, see “Using grab-and-hold on the call”...
Page 23: Available Space For Greetings
Your Strata CS system administrator has allocated a limited amount of disk space on the Strata CS server for your greetings and all of your voice files. If your existing greetings fill the space allocated to you, you cannot record a new greeting.
Page 25: Chapter 3. Placing Calls On The Phone
HAPTER HAPTER LACING HAPTER About placing calls on the phone ......3-2 Dialing internal and external numbers ..... . 3-2 Dialing by name .
Page 26: About Placing Calls On The Phone
About placing calls on the phone_________________________ You can pick up a Strata CS phone and place a call in the same way that you place calls with other phones. But you can also do much more. For example, you can dial other Strata CS users by name and use special key combinations to redial your last call or call back your last caller.
Page 27: Entering Account Codes When Placing Calls
Depending on how your Strata CS system administrator configured your system, the prompt may occur either after you dial the access code or after you dial the phone number.
Page 28: Dialing By Name
Dialing by name _______________________________________ You can dial another Strata CS user by name if you do not know the user’s extension. To dial by name, press you to enter the first few letters of the user’s first or last name, depending on your system settings.
Page 29: Ending A Call Without Losing Calls On Hold
Flash 8 PBX system instead of to Strata CS. Use this command if you are using Strata CS with Centrex phone lines or with a remote PBX. For example, on a Centrex system you must press you can access Centrex features such as transferring within the Centrex group.
Page 30: Placing Calls To An Ip Address
*70 9 1 617 555 7744. Placing calls to an IP address____________________________ If your Strata CS system supports placing calls over the Internet, you can dial an IP address directly from your phone. In this way you can connect to an H.323 terminal such as NetMeeting.
Page 31: Chapter 4. Answering And Handling Calls On The Phone
About answering and handling calls on the phone ... . . 4-2 Answering Strata CS calls ....... 4-2 Handling calls with the phone .
Page 32: About Answering And Handling Calls On The Phone
About answering and handling calls on the phone __________ This chapter explains how to answer Strata CS calls at your own phone. It then explains handling Strata CS calls, including putting calls on hold, transferring calls, sending calls to voice mail, and other actions that you can perform at your own phone or at a remote phone.
Page 33: Call Waiting
How Strata CS gets the recording of the caller’s name When you have call announcing turned on, callers who dial your extension hear a prompt that says, “Please say your name.” Strata CS records what the caller says and uses that recording to announce the call.
Page 34: Answering A Call At Another Ringing Phone
For more information about workgroups, see “Using workgroups” on page 15-13. See your Strata CS system administrator for information about whether you are in a workgroup and the names of the other members in that workgroup. Handling calls with the phone ___________________________...
Page 35: Putting A Call On Hold
After you answer a call, you can put it on hold by pressing call, press Notes: If you hang up and have a call on hold, the callback feature in Strata CS rings your phone. Use Flash rather than the Hold button on your phone. With Flash, callers hear music (if your system has music-on-hold set up).
Page 36: Transferring A Call
The remainder of this chapter explains these call-handling commands in detail. Transferring a call You can transfer a call to another Strata CS extension in one of the following ways: Blind transfer. Transfer a call without talking to the recipient.
Page 37: Sending A Call To Voice Mail
You can disconnect from a call and remain on the line. This capability is useful if you are calling into Strata CS from a remote phone and making a series of outgoing calls through Strata CS. By disconnecting from your current outgoing call only, you do not have to repeatedly dial into Strata CS.
Page 38: Parking A Call
To create conference calls in the Client, see “Working with conference calls” on page 11-8. Parking a call Parking a call lets you put a call on hold and pick it up at any Strata CS extension. Unparking a call Putting a call on silent hold...
Page 39: Getting A Dial Tone To Start Another Call
Although the phone is off-hook, the dial tone does not play, and the phone does not ring. When an incoming call arrives, a zip tone (a beep) notifies you and Strata CS connects you based on your settings for call announcing.
Page 40: Using Voice-First Answering
A zip tone (a beep) notifies you that an incoming call has arrived, and Strata CS connects you based on your settings for call announcing. When the call ends, the phone speaker is automatically turned off and your phone is returned to on-hook status.
Page 41: Forwarding Your Calls
To turn call forwarding off on the phone To check your call forwarding number: When you log in to your account while your calls are forwarded, Strata CS reminds you that call forwarding is on and tells you the external number. After you log in, you can check the external number again at any time by pressing 4.
Page 43: Chapter 5. Working With Voice Messages On The Phone
HAPTER HAPTER ORKING WITH ON THE HONE HAPTER About working with voice messages on the phone... . . 5-2 Using message indicators ....... 5-2 Listening to your voice messages .
Page 44: About Working With Voice Messages On The Phone
For instructions on how to work with voice messages in the Client, see Chapter 12. Using message indicators ______________________________ Strata CS can alert you in the following ways when you have new (unheard) voice messages: Stutter dial tone. When you pick up your phone, the dial tone begins with several short tones, called a stutter, and then changes into a regular dial tone.
Page 45: Listening To Your Voice Messages
To listen to your voice messages, you must log in to your Strata CS account. You can log in from any Strata CS phone. To log in, pick up the phone and enter: # <your extension> # <your password> #...
Page 46: Deleting And Undeleting Messages
Deleting and undeleting messages After you press remain in the current voice messages session. If you hang up or back out of the voice messages menu before you undelete a message, you cannot recover the message at all. Do one of the following to undelete messages while you are in a voice messages session: Press 3 to undelete the current message.
Page 47: Calling Back A Message
When you call back a voice message, Strata CS either dials the extension of the Strata CS user, if the message is from a Strata CS user, or dials the external phone number, if caller ID information is available or if the caller has left a ringback number.
Page 48: Voice Mail From The Caller's Point Of View
After you record a message, you can use the commands shown in the next table. Note: If you mark a message as Private, the recipient cannot forward it and users who share the recipient’s voice mailbox cannot play the message. Voice mail from the caller’s point of view __________________ When callers reach your voice mail, they hear your active greeting followed by a beep that signals the start of the recording.
Page 49: Selecting A Personal Status On The Phone
Selecting a personal status on the phone __________________ Strata CS makes it easy to select a personal status by using only the telephone commands. See Chapter 8 for detailed information about personal statuses. To select a personal status on the telephone...
Page 51: Chapter 6. Using Strata Cs At A Remote Phone
Using the Web Client ........6-5 Using the Strata CS Client remotely......6-5 BETA DOCUMENT - PRELIMINARY &...
Page 52: About Using Strata Cs At A Remote Phone
Phone” ) and Appendix A, “Telephone Commands Quick Reference” . After you log in to Strata CS, you can also place new outgoing calls through the Strata CS system if you have the required permissions to do so. See the section “Placing calls through Strata CS”...
Page 53 Your calls are added to your Strata CS Client’s Call Log view, so that you have a record of the number of calls you place and the duration of each one. You can put callers on hold, transfer calls, create conference calls, and perform other actions as if you were using your office phone.
Page 54: Answering Strata Cs Calls At A Remote Phone
Strata CS system at your office, and you find your call treated as if it were an internal Strata CS call (that is, if you reach a user at your office), you have probably not logged out correctly from Strata CS. Your recent session has not ended, and Strata CS is handling the call—not your local telephone company.
Page 55: Using The Web Client
Using the Web Client ___________________________________ The Web Client is a version of the Strata CS Client that is accessible through your Web browser, depending on your system. With the Web Client you can log on to your Strata CS account from any location on the Internet. You can listen to your voice mail, forward your calls, adjust your account preferences, and perform other tasks.
Page 57: Chapter 7. Using The Strata Cs Client
HAPTER About the Strata CS Client ....... 7-2 Logging on ......... . . 7-3 Exiting the Client.
Page 58: About The Strata Cs Client
About the Strata CS Client ______________________________ The Strata CS Client application offers access to all Strata CS commands in an easy-to-use, graphical Windows interface. In the Client you can quickly and easily manage calls, voice messages, contacts, and more. This chapter explains the following aspects of working in the Strata CS Client:...
Page 59: Logging On
Type your numeric password in the password that you use to log on to Strata CS on the phone. If you want to skip the process of logging on to the Strata CS Client in future sessions, check Automatically log on as this user...
Page 60: Changing The Strata Cs Server And Station Id
You are running the Client for the first time You want to connect to a different Strata CS Server on your network Your computer needs to be connected to a different phone (for example, it has moved to a different office)
Page 61: Logging On At Another Workstation
You can log on to the Client at a workstation other than your own and have full access to your own Strata CS account. Incoming calls for you still ring your own phone, but they also appear in the Call Monitor view of the Client at the workstation at which you are located.
Page 62: Exiting The Client
7-8) The menu bar The menu bar, at the top of the Client, provides access to Strata CS commands. Click each menu to see the commands that menu contains. Menu commands are referenced in this manual in the format...
Page 63: Hiding And Showing Client Window Elements
The folder list is a vertical pane next to the view bar. It provides access to the Client views and their associated folders, public Strata CS information in your office, and folders that other users have shared with you. When you first start the Client, the Folder List is hidden.
Page 64: The Client Views
The Client views _____________________________________________________________ The Strata CS Client contains views, which appear in the main part of the Client window and give you access to specific Strata CS functions. To open a view Note: You can also open a view by clicking its icon in the folder list.
Page 65: Adding The Calls Pane To Any Open View
TRATA BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL The Strata CS Client Views Extensions View all Strata CS extensions, their personal statuses, and who is on the phone now. See Chapter .9. Call Log View a record of all your phone calls and perform other actions.
Page 66: Adding The Extensions Pane To The Call Monitor View
Printing items in a view Items are individual greetings, contacts, routing lists, personal statuses, workgroups, and call rules that you create in Strata CS. One item appears on each row in a view. For example, one contact appears on each row in the Contacts view.
Page 67: Managing Items In The Views
You may not be able to perform these actions if you do not have the required permission. Creating new items You can create all types of new Strata CS items, such as greetings and call rules, in any view. To create a new item, choose a greeting.
Page 68 To permanently delete a voice message from your Inbox To delete other items Renaming items Some types of items, such as default personal statuses or the Standard routing list, cannot be renamed. To rename an item Cutting and pasting items Cutting a row in the Contacts, Greetings, Routing Lists, Personal Status, Call Rules, and Workgroups views deletes the item on that row and places it on the clipboard.
Page 69 To create a new item based on an existing item and delete the existing item Copying and pasting items Copying a row in the Contacts, Greetings, Routing Lists, Personal Status, Call Rules, and Workgroups views places a copy of the item in that row on the clipboard as text.
Page 70 The following table lists the drag-and-drop actions you can perform in the Strata CS Client. The From column shows the items you can click and drag. The To column shows the destination items. The remaining columns show the actions that result when you drag and drop an item or use the SHIFT and CTRL keys in conjunction with dragging and dropping.
Page 71: Printing Items In Views
From Folder Voice Message Extension (User, Auto Attendant, Queue, or Plug-in) Printing items in views To print the contents of a view, choose contains several columns, you may need to change the orientation of the page to so that all columns that appear in the view are printed. 7.
Page 72: Organizing The Contents Of A View In Folders
The Voice Messages view contains one folder already created, the Saved folder. When you listen to a voice message on the telephone and save it, the message is moved into the Saved folder.
Page 73: Managing Folders
Note: The folder for the Extensions view appears under Public Folders in the folder list. Viewing the folder list temporarily You can display the folder list temporarily by clicking the folder title at the top of the view. The folder list remains open in the Client window until you click elsewhere in the window.
Page 74: Viewing Public Folders
You can add a folder to the view bar for easier access. Moving items between folders Viewing public folders Public folders contain items that all Strata CS users can view and use. For example, any user can view a public contact’s information or place a call to that contact.
Page 75: Sharing Views And Folders
To empty the Deleted folder automatically Sharing views and folders_______________________________ You can share some Strata CS views and folders with other Strata CS users. Those users can access the shared views or folders from their folder lists according to access levels that you specify. You can grant individual users specific levels of access to your shared views and folders.
Page 76 To share a view or folder 7-20 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL In the folder list, click the view or folder that you want to share. In the remainder of this procedure, “folder” refers to both views and folders. Choose File >...
Page 77: Viewing Shared Folders
Viewing shared folders To view folders or views that another user has shared with you, open at the bottom of the folders list and open the folder of the other user to Folders view the shared folders. Deleting shared items If you have permission to do so, you can delete voice messages from folders that other users shared with you.
Page 78: Using The Audio Controls
Using the audio controls________________________________ Strata CS’s audio controls make it easy to create and listen to recordings by using the following audio controls. You will find these controls throughout the Client wherever you can create or listen to recordings. Recording and playing messages You create recordings by speaking into your phone.
Page 79: Importing And Exporting Strata Cs Items
To import or export a voice file, use the buttons on the recording control: Importing and Exporting Strata CS items __________________ You can import contacts into Strata CS from a .CSV file, and you can export contacts to a .CSV file. You can also export extensions and the Call Log to .CSV files.
Page 80 Import Contacts Click Browse and select the .CSV file that you want to import. , select the Strata CS Contact folder into which Destination folder you want to import the contacts in the .CSV file. Under , select one of the following: Options Replace duplicates with items imported.
Page 81 “You can teach Strata CS to recognize contacts when they call.” on page 15-8. If you are importing a file that was created by Strata CS, go to step 10. If you are importing contacts from another application, click...
Page 82 To export contacts to a .CSV file Exporting the Extensions view You can export the Extensions view to a .CSV file for use in other applications. 7-26 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Choose File > Import and Export opens. Under Choose an action to perform, click...
Page 83 Exporting the Call Log You can export your Call Log to a .CSV file that can be read and analyzed in a spreadsheet program such as Microsoft Excel. 7. U HAPTER SING THE TRATA BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Click .
Page 84 7-28 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Choose File > Import and Export opens. Click Export Call Log , and then click Click and then specify a file name and destination for the Call Browse Log file. Enter the Start Date and the End Date that you want to export.
Page 85 HAPTER HAPTER SING ERSONAL HAPTER About personal status ........8-2 The Personal Status view .
Page 86: About Personal Status
About personal status __________________________________ Your personal status tells Strata CS how to handle your calls and it lets your colleagues know where you are and what you are doing. It also specifies how you want your calls to be handled under specific circumstances.
Page 87: The Personal Status View
7-7. Using predefined personal statuses_______________________ Strata CS includes several predefined personal statuses for your convenience. You can also create custom personal statuses for your own use, for example, Working From Home, At Grandma’s House, At Client XYZ, and so forth. See “Creating a custom personal status”...
Page 88 Personal statuses for all users The following table lists the predefined personal statuses available to all users. Icon BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Status Available Lets people know that you are available to take calls. All calls ring your phone. You can turn call forwarding on if you want to take calls at a different location, for example, if you are working from home.
Page 89 Additional personal statuses for call center agents In addition to the personal statuses shown in the previous table, the predefined personal statuses shown in the following table are available to agents in a call center queue. Icon 8. U HAPTER SING ERSONAL BETA DOCUMENT - PRELIMINARY &...
Page 90: Selecting A Personal Status
Icon Notes: You can sign in by selecting either Available or Available (Queue Only). You can sign out by selecting any status other than Available, Available (Queue Only), or On Break. Selecting a personal status______________________________ This section explains how to select a personal status: In the Client On the phone Selecting a personal status in the Client...
Page 91: Modifying A Personal Status
Modifying a personal status _____________________________ You can modify predefined and custom personal statuses to reflect your changing availability and location. For example, if you are often away from your desk attending meetings, you can modify the In a Meeting personal status to send your callers directly to voice mail and play a special “in a meeting”...
Page 92 Use the audio controls under Recorded name that you can select the status by using the telephone commands (see “Selecting a personal status on the phone” on page 5-7). Specify how you want your calls handled while this personal status is selected.
Page 93 If you are not an agent in a call center queue, this field does not appear. , specify whether you want your telephone to ring or Taking calls not when a call arrives. When you set this field to directly to the final action on your routing list (by default, your voice mail).
Page 94: Personal Status And Your Active Settings
When you select a personal status, its preferences are copied to your active settings. Your active settings are all the settings that, taken together, determine how Strata CS handles your incoming calls. They are: Personal status Where I Am (the phone that rings for your incoming calls)
Page 95 See at a glance all your current active settings, so that you know how your incoming calls are being handled. Set an aspect of a personal status differently whenever you select that status. For example, whenever you select the status Out of the Office, you might want to specify a different call forwarding location.
Page 96: Personal Status Defaults
Personal status defaults ________________________________ You can choose default active settings, known as personal status defaults. Use these settings to define the normal way you work. As you change your active settings during the day, the personal status defaults function behind the scenes to set everything “back to normal”...
Page 97: Setting Personal Status Defaults
In the dialog box for that item, check Greeting/Routing List Click Note: When you change your active greeting by using the telephone commands, it also changes your personal status default greeting. Edit the personal status. See “Modifying a personal status” on page 8-7. Under...
Page 98: Changing The Personal Status Of Another User
This feature is useful when users want to change their personal status but do not want to log on to Strata CS themselves. For example, a secretary can change the personal status for the boss, or the user who is acting as the Operator user can change the Operator’s personal status without logging on as the...
Page 99 HAPTER HAPTER SING THE HAPTER The Extensions view........9-2 Placing calls to an extension .
Page 100: The Extensions View
The Extensions view ___________________________________ The Extensions view lists each Strata CS user and all other Strata CS extensions, with information about the current status of that extension. You can use the Extensions view to quickly place calls to other Strata CS extensions or to change another user’s personal status if you have permission to do so.
Page 101: Extensions View Columns
IVR Plug-in Icon for the user’s current personal status. Name of the user’s current personal status. Strata CS extension. Title of the user or other extension type, if available. Direct Inward Dial number for the extension, if available. You can dial this number from an external phone to reach the extension directly, without going through the auto attendant.
Page 102: Placing Calls To An Extension
Automatically switching to the Call Monitor view You can have Strata CS automatically switch to the Call Monitor view when you place a call from the Extensions view. To do so: Changing another user’s personal status __________________...
Page 103 HAPTER HAPTER ECEIVING AND IN THE LIENT About receiving and handling calls in the Client ....10-2 Displaying the Call Monitor view automatically....10-5 Selecting and acting on a call in the Call Monitor view.
Page 104: About Receiving And Handling Calls In The Client
About receiving and handling calls in the Client_____________ In the Strata CS Client, the Call Monitor view is the visual counterpart to your telephone. The Call Monitor lets you see all your incoming calls and any outgoing calls at once, often with the callers identified by name.
Page 105: The Call Monitor View
The Call Monitor view For an explanation of Call Monitor view columns, press information about changing Call Monitor view columns, see “Customizing columns” on page 18-11. Note: Based on the current color of a call you can identify the direction it (purple arrow indicates an Outbound call, and a green arrow indicates an Inbound call).
Page 106: Call Monitor View Tabs
My Phone tab. displays calls to or from your telephone. This includes calls that are forwarded to your extension (in this case, the called party who forwarded the call is identified in the Owner column), and calls to your DID number if you have one.
Page 107: Displaying The Call Monitor View Automatically
The Detail pane, which enables you to type and save notes on a call. See “Creating notes about a call” on page 10-13. Displaying the Call Monitor view automatically______________ Strata CS can open the Call Monitor view automatically in the following situations: When you receive an incoming call...
Page 108: Double-Clicking Calls
While calls are ringing at your phone, the Call Monitor view displays “Incoming Call.” If Strata CS can identify the caller, the item in the Call Monitor view also displays the caller’s phone number and name, enabling you to screen your calls.
Page 109: Using Grab-And-Hold On The Call
The Status column shows their choices. Strata CS supplies you with an initial grab-and-hold greeting that says, person you are trying to reach is on another call. To hold for your party, remain on the line.
Page 110: Commands After You Answer A Call
Callback for calls on hold By default, if you hang up with one or more calls on hold, Strata CS rings your phone to remind you. If you do not pick up the phone, any calls on hold are sent to voice mail.
Page 111: Transferring A Call
The Call Monitor view allows you to easily transfer a call to any party, either another Strata CS user or someone at an external phone number. You can look up users and contacts by name, and you can see in advance if an extension is busy.
Page 112 Transfer tips for Operator users By using workgroups and showing the Extensions pane in the Call Monitor view, you can easily find and choose the recipient of a call that you want to transfer. Define workgroups to represent the departments of your office. When transferring a call you can then view only the members of a workgroup, for example, the Marketing workgroup.
Page 113: Recording A Call
The maximum length of a single recording is equal to the total number of minutes available in your voice mailbox. By default this is 20 minutes, but your Strata CS administrator may have set a different limit.
Page 114: Parking A Call
Parking a call Parking a call puts a call on hold and lets any Strata CS user retrieve it from any Strata CS telephone or Client program in your office. To park a call Unparking a call You can retrieve a call that was put on hold by a Strata CS user from any Strata CS telephone or Client program in your office.
Page 115: Muting A Call
Muting a call With Strata CS you can mute a call even if your phone does not have a mute button. When muted, you can hear the caller, but the caller cannot hear you. To mute a call, choose muting off.
Page 116: Call Notification Options
Right-click the button for a shortcut menu of call-handling commands such as Take Call front of your desktop. Strata CS can also give you information about an incoming call on the phone, in the following ways: Call announcing. the choice of accepting the call or sending it to voice mail. See “Call announcing”...
Page 117: Sharing Your Call Monitor View
Sharing your Call Monitor view __________________________ You can share your calls with other Strata CS users. Those users see your calls when they click on a tab with your name on it in their Call Monitors. When you share calls with another user, your calls still appear in your own Call Monitor.
Page 118: Enabling And Disabling Hands-Free Answering In The Client
Enabling and disabling hands-free answering in the Client Using the Call Monitor view with voice-first answering ____ You can use all Call Monitor view commands and features with voice-first answering. For an overview of voice-first answering, see “Using voice-first answering” on page 4-10. Enabling and disabling voice-first answering in the Client Note: Voice-first answering will not work when hands-free answering is also...
Page 119 HAPTER HAPTER LACING HAPTER Placing a call ........11-2 Using dialing services .
Page 120: About Placing Calls In The Client
If the phone is on-hook when you place a call, your phone rings immediately after you finish dialing the number. If the phone is off-hook when you place a call, you hear Strata CS dialing the number. This chapter explains the following aspects of placing calls in the Client:...
Page 121: Placing Calls By Using The Toolbar Dial Field
Workgroups list. When you call a workgroup, all Strata CS phones within that workgroup ring simultaneously. The first member of the workgroup to pick up the phone connects to the call. Contacts in the workgroup are ignored.
Page 122: Placing Calls By Using Other Contact Managers
The dialing services available to you depend on how your system is set up. Your Strata CS system administrator can tell you how to choose the appropriate dialing service for the following types of calls: Local or long-distance calls over a T1 line...
Page 123: Entering A Phone Number By Using A Dialing Service
Strata CS Server to which you want to connect. For example, 123.45.67.89 or abccorp.com. If the IP address connects you to a remote Strata CS Server, you can dial a user on that system by appending the appropriate Direct Inward...
Page 124: Checking A Phone Number
. In many cases Strata CS begins to dial the number when you close this dialog box. Check Use country code and area code dialing rules Strata CS to apply dialing rules that determine if a number is a local or next to the Number Address field.
Page 125: Redialing Numbers And Returning Calls
3-5. Displaying the Call Monitor when you place a call ___________ Strata CS can display the Call Monitor automatically when you place a call from the Contacts view or the Extensions view. It can also automatically switch to the Call Monitor when you return a call from the Call Log view or the Inbox folder of the Voice Messages view.
Page 126: Working With Conference Calls
Working with conference calls ___________________________ Strata CS lets you conference up to seven calls together. This total number includes the user who creates the conference call. The Call Monitor view treats a conference call as a single call. You can put a conference on hold or park it exactly as you would a single call.
Page 127: Adding A Party To A Conference
Adding a new party into the conference Conferencing two separate calls together Adding a party to a conference Use this procedure to start and build a conference call. The call is placed on hold while you are adding new parties, but the parties already conferenced can continue to talk to each other.
Page 128: Conferencing Separate Calls Together
To add parties to a conference by dragging and dropping To drag-and-drop parties into a conference, you must have either the Calls pane open in the Extensions or Contacts view, or the Extensions pane open in the Call Monitor view. For more information, see “Adding the Calls pane to any open view”...
Page 129: Using Hold And Disconnect On External Callers
Using Hold and Disconnect on external callers You can put individuals in a conference call on hold, or disconnect them, but only if they are external callers. You cannot place users on hold or disconnect them. To place an external call on hold or disconnect: Ending a conference call A conference call normally ends with all parties hanging up at roughly the same time.
Page 131 HAPTER HAPTER ORKING WITH IN THE LIENT HAPTER About working with voice messages in the Client... . . 12-2 Knowing when you have new messages ....12-3 Listening to your voice messages .
Page 132: Chapter 12. Working With Voice Messages In The Client
About working with voice messages in the Client ___________ You can manage your voice messages in the Strata CS Client in the same way that you manage e-mail messages in your e-mail program. Your new voice messages appear in a list in the Inbox folder of the Voice Messages view according to the time and the caller.
Page 133: Knowing When You Have New Messages
Knowing when you have new messages___________________ New voice messages appear in the Inbox folder of the Voice Messages view very soon after they are left. Strata CS uses the following indicators to let you know that you have new voice messages:...
Page 134: System Tray Button
To enable the new message tone E-mail and pager notifications Strata CS can send an e-mail message to you or page you whenever you receive a new voice message. This feature is handy if you are working at a remote location at which the Client program is not available.
Page 135 Strata CS to send notifications. Separate addresses by semicolons. To instruct Strata CS to attach the voice message to the e-mail as a .WAV file, select one of the following options on the drop-down list: Do not attach voice message.
Page 136 You can also use the following special characters to add information to the page: I or i sends the caller ID number (for an external call) or Strata CS extension (for an internal call). E or e sends the Strata CS extension that the caller dialed.
Page 137: Scheduling E-Mail And Pager Notifications
You can create different schedules for e-mail and pager notification. Note: If you turn e-mail or pager notifications on for a user, by default Strata CS sends notifications 24 hours a day, 7 days a week. If this is what you want to do, you do not need to schedule notifications.
Page 138 Note: If your office has no business hours set that matches your notification needs, you can do two things: ask your Strata CS administrator to create a new set for you or define custom hours for notification (see the next step).
Page 139: Listening To Your Voice Messages
“Using the audio controls” on page 7-22. You can play the message either over your computer's speakers or over your telephone. Choose other, or use the button in the status bar. If you have call announcing turned on, messages less than five (5) seconds in length are prefaced by a recording of the caller's name.
Page 140: Handling Your Voice Messages
Forwarding a voice message You can forward a voice message, except if it is marked Private, to one or more Strata CS users. A copy of the message is sent directly to the voice mail of all recipients. You can also attach a recording of your own at the beginning of the forwarded message.
Page 141: Replying To A Voice Message
The envelope icon next to a message to which you have replied changes to You can reply in this way only to a message left by another Strata CS user. You cannot send a message in reply to a message left by an external caller.
Page 142: Calling Back The Person Who Left A Voice Message
Calling back the person who left a voice message You can call back the person who left you a voice message by using the Strata CS Place Call to call if several numbers are available. number. To call a person back...
Page 143: Deleting Voice Messages
A voice message that appears from “Unknown,” means that Strata CS could not identify the caller. You can associate the message with a contact, so that the correct name appears in the Call Monitor and so that Strata CS identifies the contact on subsequent calls from that phone.
Page 144: Marking A Voice Message Heard Or Unheard
“Showing and hiding columns” on page 18-11. Organizing voice messages in folders_____________________ Strata CS allows you to archive your voice messages in folders that you create. You can create as many folders and subfolders as you want. See “Organizing the contents of a view in folders”...
Page 145: Viewing Your Voice Mailbox Size
Ask your Strata CS system administrator for the total number of minutes that have been allocated to you. The Strata CS default is 20 minutes. All voice files in all your folders count against your total mailbox space, including messages in the Deleted folder and recorded conversations.
Page 146 With Strata CS you can record and store multiple greetings and specify when you want Strata CS to use each one. For example, you can have a normal greeting for everyday use, another greeting for extended absences, and a third greeting for vacations.
Page 147: The Greetings View
See “Using the audio controls” on page 7-22. The active greeting The active greeting is the greeting that Strata CS plays by default when callers reach your voice mail. The active greeting appears in bold text and marked by greeting as the active greeting, select it and choose .
Page 148: Recording A New Greeting
Callers can hear greetings other than the active greeting if you have created call rules for those callers that play other greetings (see Chapter 16). Callers who are not the subject of a call rule hear your active greeting. You can change the active greeting by changing your personal status or by changing your Active Settings.
Page 149 HAPTER HAPTER SING THE HAPTER The Call Log view ........13-2 Taking notes on a Call Log entry .
Page 150: The Call Log View
The Call Log view contains a record of all incoming and outgoing phone calls associated with your extension. Internal calls (calls between Strata CS users) may or may not be logged, depending on how your Strata CS system administrator set up the system.
Page 151 On incoming calls, caller ID name and number if available. On outgoing calls, the number the user dialed. On a call to or from another Strata CS user, this field contains <NA>. Date and time that the call started.
Page 152: Viewing Call Details
“Entering an account code for a call” on page 4-9. On incoming calls, caller ID name and number if available. On outgoing calls, the number dialed. On a call to or from another Strata CS user, this field contains <NA>. CS C...
Page 153: Viewing Inbound Or Outbound Calls Only
On incoming calls, the trunk or station number from which the call originated. On outgoing calls, your station number. Digits that Strata CS actually dialed over the trunk, which can be different than the digits Strata CS displays in a contact’s phone number. For example,...
Page 154: Taking Notes On A Call Log Entry
Pane Associating a call from “Unknown” with a contact __________ When a Call Log entry appears from “Unknown,” it means that Strata CS was unable to identify the caller. You can associate the call with a contact, so that the correct name displays and Strata CS identifies the contact on subsequent calls from that phone.
Page 155: Reporting On The Call Log
Run the Strata CS Call Center Reporter by choosing Your must have the required licenses to use the Call Center Reporter and you also must have permission to use it. See your Strata CS system administrator about installing and running the Call Center Reporter.
Page 157: Chapter 14. Call Forwarding And Routing Lists
HAPTER HAPTER ORWARDING AND ISTS HAPTER About call forwarding and routing lists ..... 14-2 Forwarding calls ........14-2 Using routing lists .
Page 158: About Call Forwarding And Routing Lists
When you forward your calls, you change a Strata CS setting called Where I Am. This setting specifies the phone that rings when you receive incoming calls. By default, Where I Am is your Strata CS station. You can change Where I Am in the following ways: Forward your calls.
Page 159: Forwarding Calls By Using The Telephone Commands
You can forward your calls without using the Client by using the telephone commands. See “Forwarding your calls” on page 4-11. Forwarding calls in the Client The following sections describe how to use call forwarding in the Strata CS Client. To turn call forwarding on 14.
Page 160 See “Mobile phone issues with routing lists” on page 14-8 for more information. At this point most users can click following steps are for advanced Strata CS users. If you want to route calls by using the Centrex or PBX dialing service, check Attempt Centrex/PBX Transfer Centrex or PBX trunks”...
Page 161 Prompt recipient for password. the phone hears, “Call for <your voice title>. Please connect me.” To be connected to the caller, you must enter your Strata CS password. Entering a password ensures that only you can receive your forwarded calls.
Page 162: Receiving Forwarded Acd Workgroup Calls
Centrex or PBX extension. If this option is checked, Strata CS attempts to route incoming calls to the external number on the same trunk line by using a Centrex or external PBX transfer, thus saving two 14-6 BETA DOCUMENT - PRELIMINARY &...
Page 163: Using Routing Lists
Centrex or PBX, a call cannot go to voice mail. Using routing lists _____________________________________ A routing list is a series of phone numbers that Strata CS dials when calls for you arrive. If you do not answer at one location, Strata CS proceeds to the next. For example, you can set up a routing list that tries you at your desk, then at your home, and finally at your mobile phone.
Page 164: The Routing Lists View
Routing lists for individual callers By using call rules, you can have Strata CS use a specific routing list for a specific caller or group of callers. For example, you can have a routing list for important customers that includes trying your mobile phone and another routing list for everyone else that only rings your extension.
Page 165: Creating A New Routing List
You cannot edit the Standard routing list. To have calls follow a different route, you must create a new routing list and make it the active routing list. The active routing list The active routing list is the routing list that all incoming calls follow by default. Calls can follow another routing list if you have created call rules for them (see Chapter 16).
Page 166 14-10 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL they will be completed. Each step is a phone number at which Strata CS will try to reach you. Enter a name for the routing list in the Click to add a routing list step. The Routing List Action dialog box opens.
Page 167 Prompt recipient for password. hears, “Call for <your voice title>. Please connect me.” To be connected to the caller, you must enter your Strata CS password. Using this option ensures that only you can receive your calls at the external phone number.
Page 168 When you have finished creating the steps that you want to the routing list to take, in the Routing List dialog box, specify the . That is, specify what you want Strata CS to do if call is not answered it gets to the end of the routing list and no one has answered.
Page 169: Routing Calls To Workgroups
A routing list step can send a call to a group of people rather than a single phone, by using the action call. Strata CS system administrators must use this option to set up ACD (automatic call distribution) workgroups. You define the group as a workgroup. It can contain users and contacts, and can be as large or as small as you want.
Page 170: Using Greetings With Routing Lists
10. Use the arrows next to the When routing calls to a workgroup, you can use the action. This action keeps callers on hold until a member of the workgroup answers the call. Calls are answered in the order of longest hold time, or “first in, first out” (FIFO).
Page 171 call rule that handles specific calls. When you create a call rule, make sure that the call rule’s greeting matches the final action of the call rule’s routing list. For information about call rules, see Chapter 16. 14. C HAPTER ORWARDING AND BETA DOCUMENT - PRELIMINARY &...
Page 173 HAPTER About contact management and Strata CS ....15-2 The Contacts view ........15-2 Managing contacts in the Client .
Page 174: About Contact Management And Strata Cs
About contact management and Strata CS _________________ Strata CS provides you with an online phone book of your telephone contacts in which you can enter the names, phone numbers, and other information about people you talk with frequently on the phone. After you enter contacts, you can place calls to them with a few clicks of the mouse.
Page 175: Private And Public Contacts
18-10 for more information. Managing contacts in the Client __________________________ You can manage your contacts using the Strata CS Client, or you can use another contact manager application or customer relationship management program with Strata CS if you prefer.
Page 176: Entering A New Contact
ID, and the time of day of the call. Act! users can receive screen-pops without installing the CMA. You do not need to have the Strata CS Client installed to use the TAPI Service Provider or the CMA.
Page 177 If your office uses account codes, you can enter an the contact. Strata CS automatically uses the account code for the call when it identifies the contact on an incoming call or when you dial one of the contact’s numbers on an outgoing call.
Page 178 3-3. In the Preferred telephone prompts language that you want Strata CS to use when it plays prompts to this contact. The available languages are the languages that were installed on your system. On the General tab in the Contact dialog box, double-click the...
Page 179: Sharing Your Contacts
15-10 for more information. Sharing your contacts You can share any of your contacts folders with other Strata CS users. Those users can access your contacts folders from their folder lists according to access levels that you specify. You can grant individual users specific levels of access to your contacts.
Page 180: Identifying Contacts By Name
Identifying contacts by name Each contact has a list of associated phone numbers called the Incoming Caller ID list. When a call arrives from one of those phone numbers, Strata CS identifies that contact. The Incoming Caller ID list can include caller ID names as well as phone numbers.
Page 181 15-10 for more information. Deleting a number from the Incoming Caller ID list If Strata CS wrongly identifies a contact as the caller, it is likely that the Incoming Caller ID list for that contact includes an incorrect phone number. You can prevent further misidentification by deleting the phone number from the list.
Page 182: Associating A Call Or Caller Id Number With A Contact
The next illustration shows the same message after you associate it with your contact Miri Anatolia. You can teach Strata CS to recognize a caller by caller ID name instead of the phone number. This can be useful, for example, if the contact calls from a company with a PBX that randomly assigns phone numbers to trunks but uses a caller ID name that remains the same.
Page 183 If you want only to label the individual call or voice message with the contact’s name, uncheck Use caller identification for this contact If you want Strata CS to associate all subsequent calls from that phone with the contact, check Use caller identification for this contact ORKGROUPS .
Page 184: Understanding Name And Number On Caller Id
Using contact PINs for guaranteed recognition Contact PINs provide a guaranteed way for callers to be recognized by Strata CS whenever they call. A contact with a PIN can call from any phone number and be identified by Strata CS.
Page 185: Using Workgroups
Your extension is 177, and you give Mr. Jones a contact PIN of 55. Mr. Jones calls your office, and when prompted to enter your extension, he types in 17755. Strata CS is thus assured of identifying this call as coming from Mr. Jones.
Page 186: Personal And Public Workgroups
Folders in the folder list and click Workgroups. See “Using the Folder List” on page 7-16. Note: You can create or edit public workgroups only if your Strata CS system administrator has given you permission to do so. 15-14 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL .
Page 187: The Workgroups View
The Workgroups view The Workgroups view displays your personal workgroups. Click the view bar to locate the button for the Workgroups view. Creating a workgroup 15. M HAPTER ANAGING ONTACTS AND BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Do one of the following: To create a personal workgroup, open the Workgroups view.
Page 188: Calling A Workgroup
Calling a workgroup You can call all of the users in a workgroup simultaneously. The phones of all users in the workgroup ring, and whoever accepts the call first is connected to you. This method of calling can be handy if you must reach someone in a group and if it does not matter who answers.
Page 189 HAPTER HAPTER SING HAPTER About call rules ........16-2 The Call Rules view .
Page 190: About Call Rules
About call rules _______________________________________ Strata CS call rules enable you to handle specific incoming calls differently than other calls. For example, you can create a call rule for your friend Jim so that he is routed to your cell phone and hears a special voice-mail greeting whenever he calls.
Page 191: Examples Of How You Can Use Call Rules
Example: A call rule uses the “Standard” greeting. It also uses the Out of the Office personal status, which uses the “Be back tomorrow” greeting. When the call rule handles a call, the “Standard” greeting is the one used. Examples of how you can use call rules Calls from your “Friends”...
Page 192: Creating A New Call Rule
Creating a new call rule_________________________________ The following procedure provides an overview of creating a call rule. The following sections give detailed instructions for choosing caller conditions, schedule conditions, and call handling options. To create a new call rule 16-4 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Choose .
Page 193: Combining Caller And Schedule Conditions
The call rule handles all incoming calls Strata CS users. Callers from outside of your Strata CS system. Callers from outside of your Strata CS system who A specific user, contact, or workgroup. Select the . To edit the current .
Page 194 To set a schedule condition Specifying custom hours If you selected procedures to specify when the call rule activates. 16-6 BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Check Calls at certain dates or times Click or double-click in the schedule text box. The Schedule Call Rule dialog box opens.
Page 195 To have the call rule activate on a daily or weekly basis To have the call rule activate on an individual date 16. U HAPTER SING ULES BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Click . The Custom Hours dialog box opens. Custom Hours Check the days for which you want to set custom hours.
Page 196: Selecting How A Call Rule Handles A Call
Selecting how a call rule handles a call Calls are normally handled with your active settings, such as your standard greeting and routing list. Call rules override one or more of these settings to handle calls in different ways. Under Handle calls using the following settings following options.
Page 197: Choosing The Priority Of A Call Rule
Choosing the priority of a call rule ________________________ Strata CS handles incoming calls according to the priority of your call rules. The call rules in the Call Rules view are ordered from the top down. The first rule in the list has the highest priority.
Page 198: Ignoring All Call Rules
There can be times, however, when you want Strata CS to ignore those rules. You can set Strata CS to use the Standard routing list and ignore your call rules by choosing Call Rules at your Where I Am phone number (your extension, unless you have changed it with call forwarding or a personal status).
Page 199 HAPTER HAPTER ORKING AS A GENT HAPTER Whether this chapter applies to you ..... . . 17-2 About call centers ........17-2 Signing in, signing out, and taking breaks .
Page 200: Whether This Chapter Applies To You
Whether this chapter applies to you ______________________ This chapter provides instructions for working as an agent in a Strata CS call center. Whether or not this chapter applies to you depends on the Strata CS call distribution method that your office uses, as follows: Use this chapter was set up by using the separately purchased Strata CS call center add-on.
Page 201: Signing In, Signing Out, And Taking Breaks
When you sign in, you begin receiving calls from all queues for which you are on call. When you sign out, queues stop sending calls to you. If you have to leave your phone during your shift, choose Strata CS’s On Break personal status.
Page 202: Taking A Break
Forward your calls to the new extension. See “Forwarding calls” on page 14-2 for instructions. Log on to your account so that Strata CS knows which agent you are. Otherwise, your call center performance might be logged under another agent’s name. You can log on to your account by using either the Client or the telephone.
Page 203: Receiving And Handling Queue Calls
If you do not answer an incoming queue call that rings your phone, the queue forwards the call to the next available agent. After you are connected to a queue call, you can use any Strata CS call-handling features such as transfer, park, mute, and so forth. For instructions on handling calls by using the phone, see Chapter 4.
Page 204: Wrap-Up Time
The My Phone tab, which shows all the calls that are being handled by your phone, including any queue calls you have taken The All tab, which shows all your queue and personal calls together If you are an agent in multiple queues, the Call Monitor displays a tab for each queue.
Page 205: Placing Calls From A Queue
If you are a call center agent and you place a call at your desk using the telephone or the Client, by default Strata CS marks the call as a call made by you. However, you may need to place outgoing calls as part of your work as a call center agent.
Page 206: Popping Up Caller Information
Note: Your office might also use a custom screen pop application created with the Client API. If this is the case, see your Strata CS system administrator for instructions on using it. What call center agents need to know to get the job done ____...
Page 207: Chapter 18. Customizing Your Client
About customizing your Client ......18-2 Customizing telephone behavior ......18-2 Customizing incoming call behavior .
Page 208: About Customizing Your Client
Customizing how long and in what pattern your phone rings Recording a voice title A voice title is a short recording of just your name that Strata CS fits into its own recorded prompts. For more information, and for instructions on recording a voice title on the phone, see “Recording your voice title”...
Page 209: Changing The Language Of Telephone Command Prompts
Changing the language of telephone command prompts Strata CS can play the telephone command prompts in any language that was installed with Strata CS. Whenever you log in or press played in the language you choose.
Page 210 Direct Inward Dial (DID) number, or if a trunk line is routed directly to your extension, you may receive these types of calls. Ask your Strata CS system administrator about whether your phone is set up in either of these ways.
Page 211: Customizing Or Turning Off Call Waiting
Customizing or turning off call waiting With call waiting turned off, incoming calls that arrive while you are on the phone go directly to the next step in your routing list (by default, the next step is your voice mail). However, if call waiting is turned off, you can easily intercept an incoming call visually in your Call Monitor view.
Page 212: Turning Callback For Calls On Hold On And Off
Turning callback for calls on hold on and off If you hang up with one or more calls on hold or parked, Strata CS can ring your phone to remind you of the calls. You can turn callback on and off, and you can specify how long Strata CS waits before ringing your phone.
Page 213: Customizing How Long Your Phone Rings
If checked, callers can dial you by name. If you choose to be listed in the dial-by-name directory, you can check to have Strata CS read your extension to Play extension to the caller callers who find you by using the dial-by-name directory. Callers hear “Transferring to <your voice title>...
Page 214: Enabling And Disabling Hands-Free Answering
Enabling and disabling hands-free answering For an overview of hands-free answering, see “Using hands-free answering” on page 4-9. Use the following procedure to enable or disable hands-free answering from the Client: Enabling and disabling voice-first answering Note: Voice-first answering will not work when hands-free answering is also enabled.
Page 215: Customizing Incoming Call Behavior
Customizing incoming call behavior ______________________ You can customize how Strata CS handles incoming calls, as follows: You can also customize the pattern in which your phone rings, to signal internal and external incoming calls. See “Changing ring patterns” on page 18-7 for more information.
Page 216: Customizing The Client For Operators
Customizing the Client for Operators _____________________ If you are an Operator user, you can use the following options to make transferring a call to the correct user easier and faster: Resize the Transfer To dialog box. dialog box larger so that you can see more users and more columns at a glance.
Page 217: Customizing Columns
Customizing columns You can choose to show or hide columns in a view. You can also customize columns in a view by moving, resizing, and sorting them. The changes you make to columns in a view are saved when you exit the Client. Showing and hiding columns For each view in the Client, you can choose the columns that you want to see in the view.
Page 218: Changing How Names Are Displayed
To move columns by using the Show Columns dialog box Resizing columns You can change column widths by dragging the sides of the column headers. Sorting by column Click a column header to sort the items in a view by the information in that column.
Page 219: Other Customization Options
Log on to the Client without needing to enter your password. Change the password you use to log in to Strata CS Bring the Client to the front with the Call Monitor showing when you place calls from the Client.
Page 221: Appendix A. Telephone Commands Quick Reference
PPENDIX PPENDIX ELEPHONE EFERENCE This appendix provides a quick reference to the Strata CS telephone commands. For more instructions on using Strata CS over the phone, see Chapter 3 through Chapter 6. Note: Press Call announcing commands_____________________________ If you have call announcing turned on, you can use the following commands when you answer an incoming call.
Page 222: Call Handling Commands
Reconnect to the call. Create a conference call. Park the call. Silent hold (stops menu until next keypress). Send a Flash to Centrex/PBX service beyond Strata CS. Get a dial tone (start another call). Reconnect to the call. Quick call commands Hear your phone’s station ID and extension.
Page 223: Quick Commands For Call Center Agents
Answer another ringing phone. Enter the extension of the phone to answer. See *99 also. Retrieve a parked call. Dial a Strata CS user by name. Manage your calls on hold. Log off from remote session. Only available at a dial tone when logged in at a remote phone.
Page 224: Voice Mail/Account Menu
Voice Mail/Account menu _______________________________ The Voice Mail/Account menu lets you listen to your voice mail, send messages to other users’ voice mail, and change your Strata CS account settings. You need to log in to access this menu. BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Quick call commands Sign in.
Page 225: Logging In
Enter # # <your password> # If your voice mailbox is almost full when you log in, Strata CS prompts you to empty your Deleted folder. Messages in the Deleted folder count against your total space for voice files. For more information, see “Viewing your voice mailbox size”...
Page 226: Voice Mail/Account Menu Commands
Option 7 is available only when logging in from an outside line. Note: Option 5 1 forwards your calls to the phone at which you are located. This phone can be a Strata CS extension or an external number. BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL 2 Next message...
Page 227 Personal Status commands The following commands are available after choosing mail/account menu: log in and choose 6 from the voice mail/account menu A. T PPENDIX ELEPHONE OMMANDS BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL Personal Status commands Available Do Not Disturb In a Meeting Out of the Office On Vacation...
Page 229: Switches
/Server CS). Runs the Client against a specific Strata CS Server on your network. This is useful when you want to have one Client session using a Server other than the one your Client runs against by default.
Page 231: Appendix C. Reporting Problems
PPENDIX PPENDIX EPORTING If you experience a problem with one of the Strata CS workstation applications—Client, Administrator, Call Center Reporter, Contact Manager Assistant, or TAPI Service Provider—report the problem to your Strata CS system administrator by using the Problem Report Wizard. The Problem Report Wizard is a tool that asks you to describe the frequency, patterns, and circumstances surrounding your problem.
Page 232: Reporting A Problem With A Specific Call Or Message
To e-mail the problem report package Reporting a problem with a specific call or message If you experience a problem with a specific call or voice message, your Strata CS system administrator must gather information from both your computer and the Strata CS Server before contacting technical support.
Page 233 When this box is checked, the Wizard automatically saves the problem report package in the shared folder called Packages on the Strata CS Server. Make a note of the file name so that your Strata CS system administrator can find it easily later.
Page 235: Index
NDEX Symbols # (with a call on hold to get a dial tone) * (bypass greeting and record message) * commands (table) ** (put call on/off hold from an outside line) **3 (disconnect call from an outside line) *11 (enter account codes) *96 (log off from remote dial-in) ,CSV file importing and exporting...
Page 236 17-8 taking notes during 17-8 transferring a call using the telephone Call Log view associating an entry with a contact associating call from "Unknown" with a contact columns in view (table)
Page 237 Notes pane 13-6 returning a call in 13-6 returning call using speed dial taking notes on an entry 13-6 Call Monitor view adding Extensions view to 7-10 announce caller feature 10-13 associating a call with a contact blind transfer 10-9 choosing commands 10-5 columns...
Page 238 redialing last incoming call with the phone redialing last outgoing call with the phone returning call from Call Log view TeleVantage user by double-clicking in Extensions view (or pane) 11-3 while already on a call calls answering at a remote phone commands to use on the phone dialing external dialing internal...
Page 239 PBX or Centrex summary of Voice Mail/Account menu commands telephone using in the Client 7-10 conference calls...
Page 240 Deleted folder enable hands-free mode enabling call rules hands-free answering using the Client hands-free answering using the telephone commands message waiting light new message tone schedules for e-mail notification 11-2 enabling and disabling voice-first answering...
Page 241 Greetings view H.323 terminal, connecting to with the Client 7-18 with the phone handling calls. See call handling hands-free answering...
Page 242 Client 10-8 using the telephone silent hold...
Page 243 Urgent, marking as voice messages, overview message-waiting light viewing on CLASS telephone Microsoft Outlook importing contacts from mobile phones, issues with routing lists modifying a personal status monitoring a message as it is being left...
Page 244 Client using the telephone commands Personal Status view general PINs for contacts placing a call in any Client view placing calls 12-6 displaying Call Monitor view automatically...
Page 245 *96 placing calls at putting calls on hold receiving calls at using ** instead of Flash using telephone commands at remote phone, forwarding calls to renaming items in views 7-12 returning calls displaying Call Monitor view automatically...
Page 246 14-5 over Centrex or PBX trunks prompt recipient for password prompt recipient to accept or decline call turning off using the telephone commands turning on using the telephone commands updates Where I Am in routing lists wait for answer 14-4...
Page 247 UIDE BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL station ID changing Strata CS Internet capabilities with contact management software Strata CS Server, changing to another machine stutter dial tone defined indicating new message supervising call transfer with the Client 14-9 with the phone...
Page 248 to voice mail on the phone using Call Monitor 10-9 with the phone undeleting voice messages unparking a call 10-12 user interface Call Monitor view 11-8 Routing Lists 14-8 Schedule Notifications 12-7 voice messages slider bar and message timer verbal call screening and voice messages 12-9 view bar...
Page 249 heard knowing when you have new messages length, setting maximum 12-15 listening to with the Client 12-9 with the phone listening to a message being left mailbox size, default 12-15 managing with file directories monitoring new message indicators button 12-4 message waiting light stutter dial tone new messages in Inbox...

Toshiba Strata CS User Manual

Chapter 1. Introducing Strata CS

Chapter 2. Recording Your Voice Title and Voice-Mail Greeting

Chapter 3. Placing Calls on the Phone

Chapter 4. Answering and Handling Calls on the Phone

Chapter 5. Working with Voice Messages on the Phone

Chapter 6. Using Strata CS at a Remote Phone

Chapter 7. Using the Strata CS Client

Chapter 8 . Using Personal Status

Chapter 9 . Using the Extensions View

Chapter 10 . Receiving and Handling Calls in the Client

Chapter 11 . Placing Calls in the Client

Chapter 12. Working with Voice Messages in the Client

Chapter 13 . Using the Call Log View

Chapter 14. Call Forwarding and Routing Lists

Chapter 15 . Managing Contacts and Workgroups

Chapter 16 . Using Call Rules

Chapter 17 . Working as a Call Center Agent

Chapter 18. Customizing Your Client

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Summary of Contents for Toshiba Strata CS