Toshiba CIX Digital Attendant Console User Manual

TOSHIBA Telecommunication Systems Division

CIX Digital Attendant Console

User Guide

December 2006

Publication Information

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

Publication Information

Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document.

Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing method s may warrant.

CIX-UG-DATT-VA 4016232

Version A, December 2006

Our mission to publish accurate, complete and user accessible documentation. At the time of printing the information in this document was as accurate and current as was reasonably possible. However, in the time required to print and distribute this manual additions, corrections or other changes may have been made. To view the latest version of this or other documents please refer to the Toshiba FYI web site.

Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoe ver, or claims of third parties, regardless of the form of any claim that may result from the use of this document.

THE SPECIFICA TIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE, WHETHER EXPRESSED OR IMPLIED. THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE. ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS, USE OF COLLATERAL EQUIPMENT, OR OTHER FACTORS.

This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be repro duced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however , with respect to the use of the information contained herein.

Trademarks

Strata, SD (Secure Digital) and CIX are registered trademarks of Toshiba Corporation. Stratagy, eManager, My Phone Manager and Info Manager are registered trademarks of

Toshiba America Information Systems, Inc. Windows and Microsoft are registered trademarks of Microsoft. Trademarks, registered trademarks, and service marks are the property of their respective

owners.

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)

Y Y

Telecommunication Systems Division License Agreement

IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO

OU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF

OU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT.

1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying, distributing, printing, sublicensing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the Software is strictly prohibited except as permitted by applicable law; you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice, against you or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the software in the event that you or any other person violates this License Agreement. Execution of the Software for any additional capabilities require a valid run-time license.

2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary notices contained in or on the Software. The Software is protected under US patent, copyright, trade secret, and/or other proprietary laws, as well as international treaties. Any transfer, use, or copying of the software in violation of the License Agreement constitutes copyright infringement. You are hereby on notice that any transfer, use, or copying of the Software in violation of this License Agreement constitutes a willful infringement of copyright.

3. No Reverse Engineering. You agree that you will not attempt, and if you employ employees or engage contractors, you will use your best efforts to prevent your employees and contractors from attempting to reverse compile, reverse engineer, modify, translate or disassemble the Software in whole or in part. Any failure to comply with the above or any other terms and conditions contained herein

ill result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS.

4. Limited Warranty. THE SOFTWARE IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TAIS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD PARTY RIGHTS, THE WARRANTY OF YEAR 2000 COMPLIANCE, AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET

OUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE. HOWEVER, TAIS WARRANTS THAT ANY MEDIA ON WHICH THE SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF NINETY (90) DAYS FROM THE DATE OF DELIVERY TO

OU.

5. Limitation Of Liability. TAIS’ ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS’ OPTION REPLACEMENT OF THE MEDIA OR REFUND OF THE PRICE PAID. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL, SPECIAL, INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION/DATA, OR ANY OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY.

6. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/JURISDICTION TO STATE/JURISDICTION.

7. Export Laws. This License Agreement involves products and/or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the United States Department of Commerce prior to export. Any export, directly or indirectly, in contravention of the United States Export Administration Regulations, or any other applicable law, regulation or order, is prohibited.

8. Governing Law. This License Agreement will be governed by the laws of the State of California, United States of America, excluding its conflict of law provisions.

9. United States Government Restricted Rights. The Software is provided with Restricted Rights. The Software and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items. Consistent with F.A.R. 12.211 and 12.212 they are licensed to the U.S. Government under, and the U.S. Government’s rights therein are restricted pursuant to, the vendor’s commercial license.

10. Severability. If any provision of this License Agreement shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.

11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no

aiver shall be effective unless made in writing and signed by an authorized representative of the waiving party.

12. Supplier Software. The Software may include certain software provided by TAIS suppliers. In such event, you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with rights to enforce the Agreement with respect to supplier’s software.

OU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR

GREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT.

Toshiba America Information Systems, Inc. Telecommunication Systems Division 9740 Irvine Boulevard Irvine, California 92618-1697 United States of America

DSD 020905

5932

Toshiba America Information Systems, Inc.

Te lecommunication Systems Division

Limited Warranty

Toshiba America Information Systems, Inc., (“TAIS”) warrants that:

• The CIX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery.

• And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24) months after delivery.

This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by T AIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.

The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the malfunction with new or refurbished parts (at their op tion). If TAIS or one of its authorized dealers does not replace or repair such parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever first occurs.

Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.

To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of TAIS’ authorized dealers within the twenty-four (24) mo nth period and no later than thirty (30) days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service.

THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems Division.

WARRANTIES FOR NON-TOSHIBA BRANDED

THIRD PARTY PRODUCTS

A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third-party manufactured products that support our Toshiba Strata CIX product portfolio. Similar to other resellers of software, hardware and peripherals, these thirdparty manufactured products carry warranties independent of our Toshiba limited warranty provided with our Toshiba-branded products. Customers should note that third-party manufacturer warranties vary from product to product and are covered by the warranties provided through the original manufacturer and p assed on int act to the p urchaser by Toshiba. Customers should consult their product documentation for third-party warranty information specific to third-party products. More information may also be available in some cases from the manufacturer’s public website.

While Toshiba offers a wide selection of software, hardware and peripheral products, we do not specifically test or guarantee that the third-party products we offer work under every configuration with any or all of the various models of the Toshiba Strata CIX. T oshiba do es not endorse, warrant nor assume any liability in connection with such third party products or services. If you have questions about compatibility, we recommend and encourage you to contact the third-party software, hardware and peripheral product manufacturer directly.

Chapter 1 – The Grand Tour

Attendant Keys ...................................................................................................................2

Numeric Keypad..............................................................................................................2

Special Function Keys.....................................................................................................3

Function and Volume Keys..............................................................................................4

Views and Controls.............................................................................................................5

Call Monitor View.............................................................................................................5

Menu Bar...................................... .............................................................................. .....6

Toolbars...........................................................................................................................6

Info Bar............................................................................................................................7

Status Bar........................................................................................................................7

Chapter 2 – Call Processing

Login.................................................................................................................................10

Answering Incoming Calls ................................................................................................11

Prompts.........................................................................................................................12

Releasing a Call............... ... .... ... ... ... .... ... ..........................................................................13

Making a Call....................................................................................................................14

Call Completion.............................................................................................................15

BLF/DSS Dialing............................................................................................................16

Directory Dialing............................................................................................................18

Show Department/Show All........................... ................................................................19

Hold ..................................................................................................................................20

Call Transfer.....................................................................................................................21

Blind Transfer................................................................................................................21

Conference Calls ..............................................................................................................23

Joining and Splitting a Call............................................................................................23

Strata CIX Attendant Console 12/06 i

Contents

Chapter 3 – User Directory

Switching Between Source and Destination Parties......................................................23

Paging...............................................................................................................................24

Call Pickup........................................................................................................................25

Call Door Phones..............................................................................................................26

Door Unlock......................................................................................................................27

Call Park...........................................................................................................................28

Status................................................................................................................................29

Messages Tab..................................................................................................................31

Message Waiting Light..................................................................................................32

Contacts Tab ....................................................................................................................34

Chapter 3 – User Directory

User Directory Dialog.......... .............................................................................. ... ... .... ... ...37

Directory Lists................................................................................................................38

Chapter 4 – Control Panel

Control Panel View ...........................................................................................................42

Prompts Tab..................................................................................................................45

Feature Keys Tab..........................................................................................................46

Chapter 5 – Call Statistics

Call Statistics View ...........................................................................................................48

Chapter 6 – Administration

Administration View ..........................................................................................................52

Admin Tab.....................................................................................................................52

Primary/Alternate Tab................ ... .................................................................................55

User & Dept. Tab.............................. ... ..........................................................................56

BLF Network Control Tab.................................... ..........................................................57

Answer Priority Tab .......................................................................................................58

BLF Sorting Tab ............................................... ... ..........................................................59

Backup Log Files.... ... ... ... ... .... ... ....................................... ... ... ... .... ... ... ... ..........................60

ii Strata CIX Attendant Console 12/06

Introduction

This guide is designed to provide instructions for the Strata CIX Attendant Console, software version 1.40K or later, connected to Toshiba’s Strata CIX system. It provides step-by-step instructions on how to use the features and buttons of the Attendant screens.

This user guide is divided as follows:

• Chapter 1 – The Grand Tour includes information on the CIX Attendant Console keyboard, the Main Menu, Toolbar, and other features for the Console.

• Chapter 2 – Call Processing explains how to perform the most commonly-used features, including answering, calling, and transferring calls.

• Chapter 3 – User Directory changes to the user directory that lists employees and groups.

• Chapter 4 – Control Panel provides descriptions and instructions for making console settings. These settings include the console Night Transfer Mode, Setting System Date and Time, Call Forwarding, Call Overflow and other settings af fecting how calls are handled during or after your shift.

• Chapter 5 – Call Stat istics explains how to disp lay, print and export the Console’s call statistics.

• Chapter 6 – Administration describes various administrative features which affect the console’s cap abilities.

• Appendix – Call List Call List view.

Strata CIX Attendant Console 12/06 v

describes call status terms and reasons that appear in the

explains how the Attendant can view and make

Introduction

Conventions

Conventions Description

Note

Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items.

Important!

CAUTION!

Extension Number

Arial Bold

Calls attention to important instructions or information.

Advises you that hardware, software applications, or data could be damaged if the instructions are not followed closely.

Press to answer a call to the Extension Number. Each station can have multiple extension buttons. Incoming calls ring the extension button(s) from the top down. For example, station 10's extensions ring 10-1 first, then 10-2, 10-3, and 10-4. A station is considered busy when all extensions are being used.

Note The naming convention for DKT assignments within

T oshiba is Directory Numbers. For clarity and ease of understanding, the terms Extension Number and Phantom Extension Number will be used in this

document in lieu of PDN and PhDN. Represents keys on the keyboard. shows a multiple PC keyboard or telephone button entry.

Entries without spaces between them show a simultaneous entry.

Example: Delete+Enter. Entries with spaces between them show a sequential entry. Example:

# + 5.

Tilde (~)

vi Strata CIX Attendant Console 12/06

Means “through.” Example: 350~640 Hz frequency range. Denotes the step in a one-step procedure. Denotes a procedure.

Conventions Description

Introduction

Attendant Keys

Numeric Keypad

Num

Lock

PRS

Home

GHI

456

TUV

JKL

WXY

Pg Up

MNO

Hold/

Retrieve

—

Answer

Transfer

(Blind)

Some keys have multiple functions.

For example, press this key to Answer a call.

Then, you can press this key to Blind Transfer the call.

End

ABC

Ins

PC KEY ATTENDANT KEY DESCRIPTION

Minus (–) Hold/Retrieve Hold or Retrieve a call

DEF

Pg Dn

Transfer

to VM

Del

Release

Transfer

(Supv.)

Enter

6204

Plus (+)

Answer or Blind Transfer.

Transfer (Blind) Release

Answer

Enter

Release or Supervised Transfer.

Transfer (Supv.)

Del Transfer to VM Voice Mail Transfer.

2 Strata CIX Attendant Console 12/06

Special Function Keys

The Grand Tour

Attendant Keys

Dial

Insert Home

Source

Del

Join/ Split

End

Tab

Pg Up

Dest

Pg Dn

6205

PC KEY ATTENDANT KEY DESCRIPTION

INSERT Dial

Brings up the dial menu (you can then use the arrow keys to select a dialing option).

Navigation tool that starts with the Call List View,

Pg Up Next Tab

then moves from tab to tab. (See “Tabs” in the Call Monitor View shown on page 5.)

Del Source Connects to the source party.

End Join/Split

Joins calls in a conference call; splits three-way conference.

Pg Dn Dest Connects to the destination party.

Special Attendant Keyboard stickers are available in beige (CTX-KL-ATCON-VA) and black (CTX-BL-ATCO-VA).

Strata CIX Attendant Console 12/06

The Grand Tour

Attendant Keys

Function and Volume Keys

Help

Vol Up

F11

Vol Dn

F12

6310

PC KEY ATTENDANT KEY DESCRIPTION

F11

F12

Help Displays the help topic. Vol Up Increases the handset or the ringer volume. Vol Dn Decreases the handset or the ringer volume.

Note If you place all the key stickers on your keyboard, you will have some leftover

stickers. These are for frequently used features that you can program onto keys F2~F10, such as Page, Call Pickup, Park, Park Page, and Door Unlock. See

“Feature Keys Tab” on page 46.

Left

Right

Down

6334

ARROW KEYS DESCRIPTION

Up Navigates upward to different entries. Down Navigates downward to different entries. Left Navigates to the left. Right Navigates to the right.

4 Strata CIX Attendant Console 12/06

Views and Controls

The View Pane contains icons for Call Monitor, User Directory, Control Panel, and Administration views. Clicking an icon activates the corresponding work area view.

Call Monitor View

This view is used for controlling calls. It lists all current calls and has a toolbar for easy call control. The bottom portion of the screen has tabs for changing the lower window to items important to the Attendant. (See the window shown below).

The Grand Tour

Views and Controls

Menu Bar

View Pane Icons

Call Monitor Tabs

Call Status icons

Toolbar Icons

Call Attributes (See Appendix

for definitions)

Menu Bar

The menu bar for the CIX Attendant consists of the Console, Call, Directory, Statistics, Messages, View, and Help menus.

Toolbars

The toolbar contains icons for call handling (shown below). It is another option for performing many of the keyboard or menu functions. The icon name appears when you place your cursor over a icon.

Call Handling Toolbar Icons

Release

Consult Transfer

Blind Transfer

Source

Destination

Dial

Dial dropdown menu

Answer

Hold

Join

Voice Mail Transfer

Split

Optional Toolbar Icons

The call monitor toolbar may also contain the following optional icons:

Add New User

Paging

Click arrows for menu options

Pickup

Unlock Door

Door Phone

Park

Set Msg Waiting

Cancel Msg Waiting

6 Strata CIX Attendant Console 12/06

Backup Log Files

Reconnect Database

6312

6311

Call Statistics Toolbar Icons

2/20/06

The Grand Tour

Views and Controls

Date or Date Range to include in a statistics report in the Excel format.

ExportToExcel

Prints the call statistics for a specific date or a range of dates.

Info Bar

The Info Bar is on the top of Call List View. The Info Bar displays the number of incoming calls at the moment, LCD message and the last Park Orbit number.

Status Bar

This provides a quick overview of the console’s status settings on the bottom of your screen. For more information, see “Status” on page 29.

6331

Strata CIX Attendant Console 12/06

This page is intentionally left blank.

Call Processing 2

Many of the calling features in this chapter take advantage of the “hot” keyboard. When you start typing the name or extension number of an individual, the Strata CIX Attendant Console begins the dialing process or search es for a match in th e d ire ctor y for the person being dialed.

Important!

• If a DKT telephone is connected to the CIX Attendant Console PC, use the

keyboard for all PC operations when the console is running. (When the console is in Position Busy, it is still running.)

• When the Attendant Console soft ware is not running, the DKT3001 telephone

can be used for regular calling. Calls intended for an Attendant when the software is not running will follow the Alternate Destination programmed in Strata CIX. Only calls directed to the DKT’s primary extension number will ring the phone.

• Also, if the handset interferes with the headset, you can unplug the handset

while using the headset.

Strata CIX Attendant Console 12/06 9

Call Processing

Login

1. To login, double click on the Strata CIX Attendant Console icon

....or click on the icon in the Microsoft Windows Start menu bar

...or select Start > Programs > Strata CIX Attendant > Strata CIX Attendant Console.

2. Select User ID.

3. Type the password (default is empty), press Enter or click OK.

10 Strata CIX Attendant Console 12/06

Answering Incoming Calls

Call Processing

Answering Incoming Calls

ä To answer the highest ringing call,

press Answer (+) key on the

Num Lock

keyboard ...or click the Answer icon ...or double click on the entry.

Press the Answer key. The call with the “sounding” bell will be answered. This is based on priority settings.

PRS

Home

GHI

456

End

Ins

WXY

TUV

Pg Up

MNO

JKL

DEF

ABC

Pg Dn

Transfer

to VM

Del

Transfer to Voice Mail

When the PC Ring Tone feature is on, pressing the Answer key will answer calls without the ‘sounding bell.’ However, calls with the “sounding” bell will be answered first.

Hold/

Retrieve

—

Answer

Transfer

(Blind)

Release

Transfer

(Supv.)

Enter

Hold/ Retrieve

Answer/ Transfer

(Blind)

Release/ Transfer

(Supervised)

6204

6212

Once a call is answered, that call is marked with the Source Call icon and is colored green while connected to the Attendant.

Strata CIX Attendant Console 12/06

Call Processing

Answering Incoming Calls

ä To answer a specific call

ä Highlight the call using the Up/Down arrows on your keyboard, then press

Answer

...or double click on the call to answer.

ä To make notes about the current call

ä Press Next Tab or click the Prompt/Notes tab, then click in the text area with your

cursor and type notes (shown below). The notes disappear when you disconnect.

The Prompt/Notes tab is where you enter notes about the current call.

Prompts

6428

ä To use answering Prompts, click the Prompts/Notes tab and answer according to

the on-screen prompt. (Example: “Toshiba America, Telecom Division.”) If prompts have been entered, they appear on-screen (in the Prompts/Notes tab

section, see above) when a call comes in that fits the prompt criteria. Prompts may remind you how to answer for a particular line, line group, or entire company.

There are two requirements to create prompts: One, prompts must be entered in the Control Panel, Prompts tab. Two, in Administration, on the Admin tab, “Activate Line Prompt” must be checked.

12 Strata CIX Attendant Console 12/06

+ 56 hidden pages

Toshiba CIX Digital Attendant Console User Manual

Limited Warranty

Contents

Introduction

Conventions

Related Documents/Media

Attendant Keys

Numeric Keypad

Special Function Keys

Function and Volume Keys

Views and Controls

Call Monitor View

Menu Bar

Toolbars

Info Bar

Status Bar

Login

Answering Incoming Calls

Prompts