Toshiba CIX Digital Attendant Console User Manual

Download

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

Releasing a Call

ä While on an active call, press Release (Enter) on the keyboard

...or click the Release icon ...or select Call > Release.

Call Processing

Releasing a Call

Strata CIX Attendant Console 12/06

Call Processing

Making a Call

ä To dial using the keyboard

ä Type the number on the numeric keypad, press Release/Transfer (Enter) on

the keyboard.

Note If the console is idle when you dial, the view changes to the Directory tab view.

ä To dial a number from an on-screen dial pad

1. Press Dial (Insert) key ...or click the Dial Pad icon down arrow, the select the Dial Pad ...or select Call > Dial > Dial Pad.

2. Enter the number, click Dial.

ä To redial the last number

ä Press Alt+C, press L, then select the dialed number

...or click the Dial icon down arrow, select one of the recently dialed numbers at the bottom of the menu.

ä To dial a number from call history

1. Press Alt+C, press L ...or select Call > Dial > Caller ID List. A list of recently received calls displays.

The list shows calling numbers, the time of the calls, and whether each call was answered or abandoned.

2. Select a number, press Dial.

14 Strata CIX Attendant Console 12/06

Call Processing

ä To dial a speed dial number

1. Press Alt+C, press L, then select Speed Dial ...or click the Dial icon drop-down arrow, select Speed Dial. ...or select Call > Dial > Speed Dial. The console’s Speed Dial numbers display.

2. Select a Speed Dial number, click OK.

Call Completion

Call Completion codes are options for when you encounter busy or Do Not Disturb (DND), or other conditions that prevent you from completing a call. These codes enable you to override these conditions or to use another method to reach someone.

ä To complete a call using Call Completion Codes, enter the nu mber on your keypad

that corresponds with the desired code described below.

Call Completion Codes

NUMERIC

EYPAD

K B

UTTON

DESCRIPTION

Making a Call

1 2 3 4

Always set the ring mode to Tone First or override a busy/DND call. Set the ring mode to Vo ice First always or over ride a busy/DND call. Intrude into a busy/DND call (ExecOverride). Set callback on a busy or ringing call. Perform manual Off-hook Call Announce (OCA) or set the r ing

mode to Voice first always or override a busy/DND call. Set Message Waiting light on other phone.

...or

ä Click Call > Call Completion, then select Tone/Voice, Busy Override, Executive

Override, Call Back, or Set Message Waiting/Cancel Message Waiting.

Strata CIX Attendant Console 12/06

Call Processing

Making a Call

BLF/DSS Dialing

The Busy Lamp Field/Direct Station Selection (BLF/DSS) tab provides a list of users, their extensions, and telephone status (icons). You can make calls from this tab.

1. Press Next Tab on the keyboard to select the BLF/DSS tab.

2. Use the up or down arrows on the keyboard to select an individual.

3. Press the Enter key on the keyboard (not the numeric keypad) or double click on the individual that you want to call.

...or

1. Click the BLF/DSS tab.

2. Press the Enter key on the keyboard or double click on an entry ...or select an entry, then double click on the individual that you want to call.

Current BLF/DSS

Click to view additional BLF/DSS lists

6210

Status icons indicate these calling conditions.

Station Idle Station Idle with Advisory Message

Station Busy Station Busy with Advisory Message

Station DND or “Not attached to

the local system”

Station DND with Advisory Message

16 Strata CIX Attendant Console 12/06

Call Processing

Note If your CIX telephone system is networked to another CIX system (using R1.2

or later software), you can see BLF/DSS information for all users. When using versions prior to CIX 1.2, vacant stations and pilot numbers on a remote networked system appear in DND status. With R1.2 and higher, these stations will appear idle on the BLF.

ä To make a consultation transfer from the BLF/DSS tab

1. With a connected call, click on the destination party. Your console shows “Announce” and you can announce the call.

2. Press Transfer (Enter) on the keyboard to send the call to the destination party.

ä To perform a blind transfer from the BLF/DSS tab

ä With a connected call, double-click on the destination party. The call immediately

leaves the console and calls the destination.

Note You can customize the order of the names from the User Directory. See

Chapter 3 – User Directory for more details.

Number of BLF tabs

The number of BLF tabs that appear on your screen varies according to the display setting on your PC (see below):

Making a Call

Display Setting Maximum Number of BLF Tabs

600 x 800 3 1024 x 768 5 1152 x 864 7

Strata CIX Attendant Console 12/06

Call Processing

Making a Call

Directory Dialing

The Directory tab lists the names, extensions, status, Voice Mail (VM) box, and additional phone numbers of everyone in the directory. The information in the directory is entered from the User Directory (see Chapter 3 – User Directory). It is stored in the CIX Attendant Console Database.

The status icons are the same as the BLF/DSS. There’s also a field for Notes (far right, not shown) on each entry.

1. Press Next Tab on the keyboard to select the Directory tab or after answering a call, begin entering the name or number.

2. Use the up or down arrows on the keyboard to select an individual.

3. Press Release/Transfer (Enter) key on the keyboard.

...or

1. Click the Directory tab (shown below).

2. Double click on an entry or select an entry and press Release/Transfer (Enter) on the keyboard.

Note If you dial a number that your console is not permitted to use, “Invalid” displays

in the grey area above “Name.”

6219

18 Strata CIX Attendant Console 12/06

Call Processing

Show Department/Show All

1. Click Show Department to view the directory by department or Show All to view individual listings. Departments are created in the Administration view.

2. Click the “+” in front of the Dept. Name to display department members ...or while in Dept. View, type the Dept. Name. Depar tment members display.

Making a Call

Strata CIX Attendant Console 12/06

Call Processing

Hold

ä To hold a call

ä To put the current call on hold, press Hold/Retrieve

...or click on the Hold icon. You can also select an active call in the call list, then select Call > Hold.

ä To retrieve a held call

ä Highlight call to be retrieved, press Hold/Retrieve

...or highlight the call to be retrieved, then double-click on the call in the call list ...or highlight the call to be retrieved, select Call > Hold/Retrieve/Return. ...or click the Hold icon again.

20 Strata CIX Attendant Console 12/06

Call Transfer

Blind Transfer

Blind transfer is when you perform an immediate transfer without announcing the call to the destination party.

ä While on an active call, dial the destination party on the numeric keypad. Press

Transfer (Blind) (+) on the keyboard ...or click on the Blind Transfer icon ...or select Call > Transfer > Blind transfer.

Enter destination party from the number keypad. The Directory Dial window appears (shown right), and the matching entry is shown in the top window.

If an exact match is not found, scroll and select a name/number, click OK.

Call Processing

Call Transfer

6220

ä To make a supervised transfer call

1. While on an active call, dial the destination party on the numeric keypad, press Transfer (Supv.) (Enter) on the keyboard.

2. Announce the call (optional). The first party is put on ConsultHold, while you announce to the second party (shown below).

3. Press Transfer (Supv.) (Enter).

ä To set up the Supervised Transfer call, select Call > Setup Conference. Enter the

destination party, then click OK, announce the call. Press Enter to transfer. When selecting the destination party from the BLF/DSS, Directory or Contact

tabs, the CIX Attendant Console automatically transfers the call if the default transfer flag in Admin View is enabled. CIX Attendant Console performs consultation transfer if the default transfer flag is disabled.

Strata CIX Attendant Console 12/06

Call Processing

Call Transfer

ä To transfer a call to voice mail

1. While connected to a call, enter the extension number to transfer to.

2. Press Transfer to VM (Del) on the keyboard. Call goes to Voice Mail ...or while connected to a call, select Call > Transfer > Voice Mail Transfer, enter

the destination extension, and press Enter.

...or

1. While connected to a call, click the Transfer to VM icon.

2. Enter the extension number to transfer to.

3. Press Enter or click OK.

22 Strata CIX Attendant Console 12/06

Conference Calls

Joining and Splitting a Call

ä With calls on source and destination, press Join/Split.

...or select Call > Join/Split. The CIX Attendant creates a three-way conference.

ä To add another destination party to the conference with the Attendant

1. While in a conference (“conferenced” shows on-screen), dial the extension to add, press Release (Enter).

2. After the dialed party answers, press Join/Split (End). The CIX Attendant joins the active call and the consultation call. Up to eight parties can be conferenced.

...or select Call > Join > Join/Split.

ä To split a three-way conference call

ä Press Join/Split. This applies to three-way conference only.

...or select Call > Join/Split.

Call Processing

Conference Calls

ä To release the last party from a conferencing call

ä Select Call > Release Last Party .

Switching Between Source and Destination Parties

Note You can switch between Source and Destination parties (swap) when two calls

are conferenced together with the Attendant.

ä To switch to the source party, press Source (Delete)

...or select Call > Source.

ä To switch to the destination party, press Destination (Page Down)

...or click on the Destination icon.

Note If the Atte n da nt leav es th e co nfe r en ce the first sta tion assumes control of the

conference.

Strata CIX Attendant Console 12/06

Call Processing

Paging

You can make paging announcements to a primary or alternate page zone. See your System Administrator for a definition of the page zone areas.

Note You can assign one of the function keys (F2~F10 on your keyboard) as the

Page key. See “Feature Keys Tab” on page 46.

ä To page the primary page zone

1. Click the Paging icon. The current call is placed on hold if the administration option “Automatic Hold” is enabled.

2. Make an announcement over the paging system. ...or click the Page icon down arrow, select Primary Page ...or select Console > Page > Primary Page.

ä To page an alternate page zone

1. Click the Paging icon down arrow, select Alternate Page ...or select Console > Page > Alternate Page

2. Click the down arrow and select a paging zone.

3. Click Paging.

ä To make an emergency page

1. Click the Paging icon down arrow, select Emergency Page ...or select Console > Page > Emergency Page.

2. Click the down arrow and select a paging zone.

3. Click Emergency. Console will override any page going to that zone.

24 Strata CIX Attendant Console 12/06

Call Pickup

Call pick up provides a variety of ways for calls ringing at other stations to be picked up at this location. Some of these options require additional digits to be entered to select the CO line, a group, or station.

Note You can assign one of the function keys (F2~F10 on your keyboard) as the

Call Pickup key. See “Feature Keys Tab” on page 46.

ä To pick up a call at the primary location

1. Click the Pickup icon ...or select Console > Call Pickup > Primary. The Pickup icon defaults to the Primary Pickup option.

2. Click the down arrow to select the Pickup Held/Ringing station.

3. Click Pickup.

ä To pick up a call at an alternate location

1. Click the Pick Up icon down-arrow, select Alternate Pickup.

2. From the Call Pickup window , select a category and click the down ar row to select a line or station to pick up.

3. Click Pick Up.

Call Processing

Call Pickup

Strata CIX Attendant Console 12/06

Call Processing

Call Door Phones

Note You can assign one of the function keys (F2~F10 on your keyboard) as the

Door Phone icon. See “Feature Keys Tab” on page 46.

ä To call the primary door phone

1. Click the Door Phone icon ...or select Console > Door Phone > Primary Phone. If only one Door Phone was programmed in the system, the console calls the

Primary Door Phone. If more than one Door Phone was programmed, continue to the next step.

2. In the Door Phone window, click the drop down arrow to select the door phone, click Door Phone.

ä To call the alternate door phone

1. Click the Door Phone icon drop-down arrow, select Alternate Phone ...or select Console > Door Phone > Alternate Phone.

2. In the Door Phone window, click the drop down arrow to select the door phone, click Door Phone.

26 Strata CIX Attendant Console 12/06

Door Unlock

Calls from Door Phones appear as a call in the call window. These calls can be answered in the same way any other call is handled. Some CIX installations provide the ability to unlock the door with the Door Unlock icon.

Note You can assign one of the function keys (F2~F10 on your keyboard) as the

Door Unlock key. See “Feature Keys Tab” on page 46.

ä To unlock the primary door

1. Click the Door Unlock icon. If only one door was programmed in the system, the primary door unlocks. If more than one door was programm ed, continue to the next step.

2. Select a door from the Door Unlock list down arrow, click Unlock.

ä To unlock an alternate door

1. Click the Door Unlock icon drop-down arrow. Performs same function as Console > Door Unlock.

2. Select Alternate Unlock.

3. Click the down arrow, select a door to unlock.

4. Click Unlock.

Call Processing

Door Unlock

Strata CIX Attendant Console 12/06

Call Processing

Call Park

Note Function keys (F8~F9 on your keyboard) for the Park and Park & Page

keys are fixed in software version 1.40K and later.

ä To park a call

1. Select a call.

2. Enter an extension.

3. Press the F9 key. The call is Parked and will remain on screen.

ä To select primary park, alternate park, or retrieve

1. Select a call.

2. Click the Park icon down arrow, then select a park option ...or select Call > Park, then select a Park option. The call will remain on the

screen.

If you select Primary or Alternate Park, you can choose one of the following:

• Station enables you to type or select a park station.

• Auto enables the system to select a park orbit to park the call.

• Park button parks the call and enables you to make a page announcement.

• Park Page button enables you to park the call per your selection (left side of

this window) and to then make a page announcement.

ä To retrieve a parked call

1. Double click on the call in the call list view area.

ä ...or select Call > Park Retrieve.

2. In the Call Retrieve dialog box, type or select an orbit or extension number, then click Retrieve.

28 Strata CIX Attendant Console 12/06

Status

The functions and descriptions for the Attendant status are as follows:

Call Processing

Status

Position Active/Busy

Day, Day2, Night Mode

FUNCTIONS DESCRIPTION

Position Active/Busy Enables you to set Position Busy or Position Active. Day/Night Mode Enables you to set Day, Day 2, or Night Mode. Overflow On/Off Enables you to set Overflow on or off.

CF-Setting

PC Ring On/Off

Trace ON Ignore. Used for the troubleshooting purposes.

BLF Network/Local

Overflow On/Off

Call Forward

Enables the Attendant to determine what kind of Call Forwarding is available: No Call Forwarding, All Calls or External calls. All the items are dynamically inserted into the Call Forward menu.

PC Ring Tone On or Off. Provides ringing at each console through a speaker attached to a sound card in the PC.

If your Strata CIX telephone system has the networking feature and the ability to retrieve network information, then “BLF Network” displays; otherwise, it displays “BLF Local.”

PC Ring On / Off

BLF Local / BLF Network

Administrative Function

Database Link Information

Time

Database Link

Time

Strata CIX Attendant Console 12/06

Display “Database Link Broken” in red when Database is disconnected. No text is displayed when Database is connected.

Enables the Attendant to set the date and time at the PC by pressing Change PC button.

Call Processing

Status

ä To change console, overflow, night mode or call forward (CF) destination statu s

ä Right click on the current status on the S tatus bar,

then select the new choice. ...or

1. Click Console > Console Status, Overflow, or Day/Night Mode or Forwarding. A menu displays (shown right).

2. Click the new choice. The new status displays.

Notes

• The CF destinations are defined by the

Administrator (see “Call Forward (CF)

Settings” on page 43).

• Call Forward applies only to the Attendant

Console extension number. It does not forward the calls in queue.

ä To change PC Ringing

Right Click the PC Ring icon, then select On or Off ...or select Console > PC Ring Tone on All-Calls.

ä To fix a broken database link

ä Click the Reconnect Database icon

...or select Directory > Reconnect Database. If the screen shown right appears, the link is still broken. Contact your Telephone

System Administrator.

ä To change date and time

1. Right click on the current time showing. The Date and Time dialog box displays.

2. Type or select new settings, click Apply.

3. Click OK. Date/Time window closes.

30 Strata CIX Attendant Console 12/06

Messages Tab

This tab enables you to view existing messages or add a new message for a person listed in the Directory. You can save, delete or print messages. Messages are stored in a shared file directory available to any CIX console in your telephone system.

Click to select user

ä To take a message for a user

1. Click the Messages tab.

2. With the message displayed, pull down the list of names and scroll to find message recipient. Enter characters to speed scroll down to the letters entered.

3. Begin the message by entering the name of the person the message is from and optionally a company name. The date and time will automatically be entered.

4. Tab down to the message area and enter a text message.

5. Click the Save icon to store the message in that person’s folder

Message Area

Call Processing

Messages Tab

Click to turn on Msg Waiting light on user’s phone

Click tab to view this window

6159

Strata CIX Attendant Console 12/06

6. Click the Send MW button to turn on the Message Waiting light on the user’s telephone.

Call Processing

Messages Tab

Message Waiting Light

If you call a busy telephone, you can set a Message Waiting light so that they will return your call.

ä To set a message waiting light on a telephone

From the Messages tab, you can select a user and click the Send MW

ä To cancel a message waiting light on a telephone

button ...or you can

1. Click the Message Waiting icon.

2. Type or select a dir ectory number.

3. Click OK. The Msg light turns on at that station. When the user presses the Msg button, the console is called

1. Click the Cancel Message Waiting icon.

2. Type or select a directory number. Click OK. The Msg light turns off at that station.

32 Strata CIX Attendant Console 12/06

...or

1. Click the Messages tab.

2. Click the down arrow, and select a user name in the left window.

3. Click the MW Cancel button.

Call Processing

Messages Tab

ä To retrieve messages for a user

When the user calls the Attendant console, the Message Tab automatically pops up and that user’s messages will be listed in the left hand box.

1. If the user calls from a non-matching phone or calls in from the outside, select the user’s name from the drop-down directory listing.

2. Highlight any message and the details appear in the right-hand window.

ä To retrieve messages left for the console

1. Press Next Tab on the keyboard to access Call Monitor View.

2. Use the up or down arrows on the keyboard to select the message.

3. Press Answer/Transfer (Enter) key on the keyboard. ...or double click on the message waiting call in the call list (see example below).

Your console will call the station that left the Message.

ä To delete a message for a user

1. Click the Messages tab.

2. Click on name of a user, select the message, then click the Delete icon.

ä To print one or all messages

1. Click the Messages tab.

2. Select the message(s), click the Print icon.

Strata CIX Attendant Console 12/06

Call Processing

Contacts Tab

This tab provides the complete contact listing for one individual on the screen. The only item that can be changed from any Attendant position is the Notes field.

ä To view contacts, click the Contacts Tab, use the arrow buttons to move from

contact to contact.

Note The fields Status, Name, Job title, Department and e-mail are usually edited by

the Administrator.

Arrows to page through users

Click in this box to type notes.

Click tab to view Contacts

6216

ä To dial using contact information

ä To dial an alternate number from the user directory, right click on an entry in the

BLF/DSS or right click in the Directory tab. The CIX Attendant Console displays the Contacts tab for that entry.

ä To dial a phone number in the Contacts tab, double click on the phone number or

select the phone number and press Release/Transfer (Enter) on the keyboard.

ä To add a note

1. Click in the Notes box, type a note.

2. Click the Modify Notes button. The first few words of the note appear in the Directory tab view as calls are dialed or transferred, or if the associated user’s name is highlighted in the directory. This is useful for noting when users are on vacation or out of the office. (See “Call Monitor View” on page 5.)

34 Strata CIX Attendant Console 12/06

User Directory 3

You can create/add/delete users to the Directory. The User Directory List view also enables any Attendant to view the employees and groups in the user directory (shown below).

6283

The following fields appear in the User Directory list:

FIELD DESCRIPTION

Pg.

Pos. Position of this entry on the BLF/DSS tab page. First Name The user’s first name.

Strata CIX Attendant Console 12/06 35

Page number where this entry appears on BLF/ DSS.

User Directory

Contacts Tab

Last Name The user’s last name. Job Title The user’s job title. Department The user’s department. Directory Number The user’s directory number. VM Box The user’s voice mail box. e-mail The user’s e-mail address. Phone 1 The user’s additional phone number. Phone 2 The user’s additional phone number. Phone 3 The user’s additional phone number. Cellular The user’s cellular phone number.

The following operations are allowed in the directory list:

• Clicking the column heading of the list view sorts the entries in ascending order.

• Right click on an entry to display the user directory dialog.

FIELD DESCRIPTION

Clicking the column heading again sorts the entries in descending order.

36 Strata CIX Attendant Console 12/06

User Directory Dialog

The user directory dialog enables you to add/change a single directory entr y. Only the Notes can be changed, unless you are an Administrator. Additions or changes to the Directory are stored in the CIX Attendant Console Database.

ä To add a new user to the directory

ä Click on the New User icon

...or select Directory > Add New User.

ä To change a directory entry

1. Click on the User Directory icon.

2. Right click on a name in the directory window

3. After making new or changing entries, select Directory > Update Directory to update the Directory tab screen and the BLF tab screen.

User Directory

User Directory Dialog

6196

Strata CIX Attendant Console 12/06

User Directory

User Directory Dialog

The fields are the same as described in the User Directory view. The following are buttons found on the User Directory Form dia log bo x.

New

Add

Update Update a user’s information. Delete Delete a user from the user directory list.

BUTTON NAME DESCRIPTIONS

Blanks out all the fields. The Update button changes to Add button after clicking the New button.

Insert a user to the user directory list. The Add button changes to Update button af ter clicking the Add button.

First, Previous, Next, Last

Close Exit the user directory dialog.

Note The Operator Attendant can only perform the following operations: Update the

notes, View the first, previous, next and last user and close the dialog.

Show the first user, previous user, next user, or last user.

Directory Lists

You can import and export files created in Excel into the Console’s directory. We suggest that you create a few users in the directory as described previously, then export the directory for updating.

You may find it more convenient to create a directory while the console is offline (not processing calls).

ä To create a directory list off lin e

1. Create a file in Excel or edit an exported directory list.

Important!

2. Type in the directory entries.

If you are creating a brand new file in Excel, you must have the exact number of columns that the Attendant directory contains.

38 Strata CIX Attendant Console 12/06

User Directory

User Directory Dialog

3. When you have completed your list, type the word “End” (no quotes) in the last row, first column of your Excel file.

ä To import a directory list (This function is only enabled in the offline console)

1. Click Directory > Import Directory.

2. Click Browse, locate and highlight the directory Excel file to import.

3. Click OK.

ä To export a directory list

1. Click Directory > Export Directory.

2. Select a location to export the directory.

3. Click OK.

Strata CIX Attendant Console 12/06

This page is intentionally left blank.

Control Panel 4

This chapter explains how to set the console control features, such as setting a Call Forward destination, night time call handling, etc. Console control features are generally those that you set at the beginning and end of your shift.

Strata CIX Attendant Console 12/06 41

Control Panel

Control Panel View

The Control Panel view contains the Status, Prompts and Feature Keys tabs.

6595

Status Tab

The status tab enables you to view and edit details of the status bar items.

42 Strata CIX Attendant Console 12/06

Control Panel

Control Panel View

Position Busy/Active

When there are multiple Attendant consoles to handle calls, you can place a console in Position Busy status. Held and transfer recalls continue to ring the console that processed them. When the last console in the Attendant group is placed in Position Busy mode, the entire group is considered unattended. All calls will be directed to the Alternate Destination location when the entire group is unattended.

The console is placed in a Position Busy Pending state if you are connected to a call, making an outgoing call, holding, or if you are in ring transfer mode. When you have completed call handling, the console enters Position Busy mode.

ä To change console status to position busy/active

1. Click the Control Panel icon.

2. Select the Stat us tab, then use the drop-down list to select Position Busy or Position Active.

Overflow On/Off

1. Click the Control Panel icon.

2. From the Sta tus tab, use the pu ll down the list to select the Overflow On/Overflow Off.

Night Transfer

You can set the console to transfer after-hours calls to a different station. After Hours call routing can be set for three different modes: Day, Day2, and Night mode based upon settings in the Strata CIX system.

1. Click the Control Panel icon.

2. From the St atus t ab, use th e pull down the list to select Da y, Day2, or Night mode.

Call Forward (CF) Settings

The Call Forward (CF) menu selections are created or set from the Control Panel.

Strata CIX Attendant Console 12/06

Control Panel

Control Panel View

ä To create call forward menu items

1. Click the Control Panel icon.

2. From the Status tab, use the Call Forward pull-down the list to select the type of Call Forward.

...or to create a new Call Forward destination, click the Settings button. Click the CF drop-down box to select a CF call type (Trunks or All). In the next box, select a CF destination, click Apply.

ä To delete a CF menu item, follow the above instructions and click Delete

(instead of Apply in the final step).

To select CF for the console (after the menus have been created), refer to “To

change console, overflow, night mode or call forward (CF) destination status” on page 30.

Call Forward applies only to the Attendant Console extension number. It does not forward the calls in queue.

Date/Time

The date and time can be set using the PC’s internal clock. This clock can be changed.

ä To set the PC date and time

1. Click the Control Panel icon.

2. From the Status tab, click the Change PC button to bring up the Windows clock setting routine. Make any changes necessary to correct the time.

3. Click Apply, click OK.

ä To set the CIX time to match the PC date and time

1. Click the Control Panel icon.

2. Click the Change CIX button. The time shou ld chang e in this windo w an d on the associated LCD telephones.

44 Strata CIX Attendant Console 12/06

Control Panel

Control Panel View

Prompts Tab

This tab enables you to type in prompts for incoming calls through outside lines, as well as for specific lines and dialed numbers (DNIS).

6598

ä To store a prompt

1. Click the Control Panel icon.

2. Click the Prompts tab.

3. Click in the desired cell to enter a prompt, such as “Telecom Sales Division” shown in the screen above.

4. Click OK or Apply when you are done.

ä To clear all items in one row in the DNIS section, click the Clear DNIS button.

Strata CIX Attendant Console 12/06

Control Panel

Control Panel View

Feature Keys Tab

This tab is where you assign dialing sequences to the F2~F10 keys. F-keys can be used as Speed Dial locations or to store dialing prefixes or area codes.

Call Park-Page Call Park

NOTE: Software V1.40K and later only.

ä To store numbers onto keys F2~F10

1. Click the Control Panel icon.

2. Click the Feature Keys tab.

3. Click in the Name box of the F-key and enter a name.

4. Click in the F-key box and enter the dialing strin g .

5. Click on any tab or icon when you are done.

6. If there is a pre-printed sticker for that function, stick it on the key ...or write the key function on one of the blank stickers and stick it on the key.

ä To use the F2~F10 keys, press the F-key and the stored numbers are dialed. You

can use these keys in addition to the dial pad.

6606

46 Strata CIX Attendant Console 12/06

Call Statistics 5

This chapter describes the types of information and reports available on the Attendant position.

Statistics on incoming calls are collected and stored daily for each console. Each console collects information pertaining to that console only.

To develop a larger set of statistics when multiple consoles are used, the files from each location can be imported into any standard spread sheet for preparing a composite report. The information collected includes:

• number of internal incoming calls received per hour

• number of external incoming calls received per hour

• total talk time (in seconds) per hour

• maximum number of calls in queue (CIQ) each 15-minute interval

Strata CIX Attendant Console 12/06 47

Call Statistics

Call Statistics View

Call Statistics View consists of an edit box with a spin control for selecting the date fo r past 30 days and a list of statistics collected for each hour of the day.

The following statistic attributes are displayed in columns of the statistics list:

6160

FIELD DESCRIPTION

Date The date of the statistics was collected.

Time

1st Qtr CIQ

2nd Qtr CIQ

3rd Qtr CIQ

4th Qtr CIQ

Internal Calls The number of internal incoming calls rece ive d pe r ho ur.

48 Strata CIX Attendant Console 12/06

The time (every hour) of the statistics or the console’s start up time.

The maximum number of calls in queue for the first 15 minute interval.

The maximum number of calls in queue for the second 15 minute interval.

The maximum number of calls in queue for the third 15 minute interval.

The maximum number of calls in queue for the fourth 15 minute interval.

Call Statistics

Call Statistics View

FIELD DESCRIPTION

External Calls The number of external incoming calls received per hour.

Incoming Talk Time

External Talk Time

Total Talk Time The total talk time in seconds for all calls received per hour.

Notes

• A user can select a date from current date to 30/31 days prior to the current date to view the call statistics.

• A user can print statistics for the current page or for a range of dates.

• A user can export statistics for the current page or for a range of date s to an Excel spreadsheet and save it as an Excel file.

The talk time in seconds for incoming calls received per hour.

The talk time in seconds for external calls received per hour.

ä To display call statistics for any specific day

1. From the View pane click on the Call Statistics icon. Call Statistics view displays.

2. Enter a date to view the statistics. The default view is today’s date.

ä To print call statistics

1. From the View pane click on the Call Statistics icon. Call Statistics view displays.

2. Click the Print icon. A dialog box appears offering choices for printing.

3. Select either print Current page or enter a range of dates to print the reports.

ä To export data to Excel

1. From the View pane click on the Call Statistics icon. Call Statistics view displays.

2. Click the Excel icon. A dialog box appears.

3. Enter a date range.

4. Browse to select the location for the Excel file.

Strata CIX Attendant Console 12/06

This page is intentionally left blank.

Administration 6

This chapter discusses the features of the Strata CIX Attendant Console that apply to the Administrator.

Maintenance and administration of the CIX Attendant Console is through the Control Panel, User Directory, and Administration work area views.

Strata CIX Attendant Console 12/06 51

Administration

Administration View

The Administration view provides a view of administrative settings. It contains the Admin, Primary & Alternate, User & Dept, BLF Network Control, Answer Priority and BLF Sorting tabs.

Admin Tab

ä To access the Administration tab, click the Administration icon.

52 Strata CIX Attendant Console 12/06

Administration

Administration View

The Admin tab contains the following sections:

FIELD DESCRIPTION

Multiple Attendant Allow multiple Attendant operations. BLF Refresh Rate Enables the Attendant to define the refresh rate for polling

the CIX for BLF/DSS status. The minimum rate is 1 second. The default is 3.

Automatic Dialing Enable/Disable automatic dialing. Console will transfer call

as soon as name or DN is matched. Automatic Hold Enable/Disable automatic hold. Activate Incoming Call Enable/Disable activate incoming call. PC will automatically

switch to operating as the CIX Attendant Console when a

new call comes in. Default Transfer Enable/Disable default transfer (Blind transfer). Anticipate DTMF Tone

with Flash

Enable/Disable the DTMF Tone dialog to anticipate use after

Flash. Disable if Flash is used for Call Waiting on telco lines. Continuous DTMF Enable/Disable the continuous DTMF tone. Show BLF Tab Displays/Hides the BLF tab from the Call Monitor. Activate Line Prompt This enables the Prompt to be visible (during the appropriate

conditions). See Control Panel, “Prompts Tab” on page 45

and “Prompts” on page 12. PC Ring Tone on All

Calls

When checked, any call directed to this Attendant Console

will send Ring Tone to the PC speaker (the PC sound and

volume control must be turned On). When PC Ring is tur ned

off the Attendant Console telephone or handset will ring but

not the PC speaker. If this console is in a group with other

consoles the console telephone or handset will ring on a

rotational basis when PC Ring is turned On or Off.

Note PC Ring Tone requires a sound card in the PC and an

internal or external PC speaker. Available on Attendant Console software V1.40K and later.

Strata CIX Attendant Console 12/06

Administration

Administration View

FIELD DESCRIPTION

Max. Caller ID Maximum of Caller ID. Allow the Caller ID telephone

numbers to display in the Caller ID list. The valid value is

from 0 to 20. Max. Called Number Maximum of Called Number. Allow the numbers of Called

Numbers display on the Called List. The valid value is

from 0 to 10.

Notes

• The Administrator can change all the above settings.

• The Operator/Attendant ca n change only PC level settings.

54 Strata CIX Attendant Console 12/06

Administration

Administration View

Primary/Alternate Tab

Enables the Administrator to set one and only one Primary and/or multiple Alternates for Door Unlock, Door Phone, Paging Zone’s and Pickup Location. Also defines the names.

ä To access the Primary/Alternate tab, click Administration icon, select Admin tab.

6290

The number of doors and paging zones must match the number assigned in Strata CIX programming.

ä To assign the Primary Pickup Location, click the down arrow in this box and select

a location, then click Apply or OK.

ä To make the Park feature available to the Attendant Console, click the down ar row

in the Primary Park box, select a Park function, then click Apply or OK.

Strata CIX Attendant Console 12/06

Administration

Administration View

User & Dept. Tab

Enables the Administrator to setup Login User Setup Operation and Department Name Setup Operation. The maximum length of Login Name and password is 50 characters each.

There are two types of access: Administrator and Operator ri ghts. Administra tor rights can have full access in the Attendant console. Operator rights only can access enabled functions.

ä To access the User & Dept. tab, click the Administration icon, select User & Dept.

tab.

6291

56 Strata CIX Attendant Console 12/06

Administration

Administration View

BLF Network Control Tab

This enables you to change the IP Address, port number or CIX host name.

1. To access the BLF Network Control tab, click the Administration icon, select BLF Network Control tab.

2. Make sure that the Port No. is 6000. If it is not, change this to 6000.

3. Enter refresh rate (3~30 seconds).

CAUTION! Do not change the IP address, Port No., or name unless this data

has been changed in the Strata CIX programming. This data must match the programmed information or the BLF will not work.

6599

Strata CIX Attendant Console 12/06

Administration

Administration View

Answer Priority Tab

This enables you to change the priority of certain types of calls. Similarly, you can set answer priorities for specific line groups.

ä To access the Answer Priority tab, click the Administration icon, select Answer

Priority tab.

ä To assign priority levels to the call types shown in the left column (see example

shown above), click the up/down arrows to change the priority. “1” is the highest priority (default). Click OK or Apply when finished.

ä To assign priorities to specific line groups, highlight a group or groups, then click

the up/down arrow to assign a priority to that group. Click OK or Apply when finished.

Note When the PC Ring Tone feature is selected Answer Priority is disabled.

58 Strata CIX Attendant Console 12/06

Administration

Administration View

BLF Sorting Tab

This enables you to change the sorting order of the user directory or user list in the BLF/DSS tabs. The sort is performed Last Name, First Name, or PDN. The sort is done in three steps, in the order, left to right, selected in the pull-down lists. For example the sort order could be Last Name, Firs t Na me, th en PD N.

Each sort selection box must have a different item selected. You cannot sort, for example, by First Name, PDN, First Name.

ä To access the BLF Sorting tab, click the Administration icon, select BLF Sorting

tab. Click the down arrows to make a selection, then click OK or Apply.

2000 Tom Smith 2001 Sam King

Smith Tom 2000

Jones Shirley 2002

King Sam 2001

2002 Shirley Jones

The full screen example above shows a Last Name, First Name, PDN sort. The inset shows a PDN, First Name, Last Name sort.

Strata CIX Attendant Console 12/06

Administration

Backup Log Files

This is an administrative function that is not performed from the Administration window. Log files are useful for troubleshooting. The CIX Attendant log files are unrelated to the Database Utility. Actually backing up the files is a simple procedure which can be performed by an Attendant.

1. To Backup the Log file, click the Backup Log Files icon. Wait a few seconds while the application and TSP log files are backed up into the

existing log directory ..\..\nhsatt\log\backup and ..\..\nhstsp\log\backup subdirectory (the path may be different if a Custom installation was performed.) A window notifies you that the files were backed up.

2. Click OK.

60 Strata CIX Attendant Console 12/06

Appendix – Call List

The call list view provides a list of calls and related information. The following attributes of a call are displayed in the columns of the call list view:

Call Attribute Description

Status:

Incoming

Dialing

RingBack

Announcing

Busy

Active

Conferenced

The call is offered to the station and indicates a new call (Ring or NoRing). The call is in the process of dialing. The call is receiving ringback tone The call is in announcing mode. The call is receiving busy tone. The call is connected. The call is conferenced.

On Hold

ConsultHold

Disconnected

ParkPage

PageBusy

InConference

InDoorPhone

Message

LineBusy

Strata CIX Attendant Console 12/06 61

The call is on hold, on hold pending conference, or on hold pending transfer.

Consultation Hold call. The call is disconnected. The call is Park Page Connected. The call is Park Page Busy. When a Station adds the Console to conference. The call is in doorphone. Station sent a Message Waiting to Console. The trunk line is busy.

Appendix – Call List

Backup Log Files

Call Attribute Description

Reason

Directed Call

Dial 0

Call Forward

Pickup

Unpark

Redirect

Hold Recall

Call Completion

Tra n s f e r C a l l

Park Recall

Transfer Recall

blank (““)

Emergency

Line Group

LG nnn

ParkRCallDN

TransfRCallDN

TransfDN

Time

Name

Number

Duration

Line

The call is a direct dial call to the PDN. The call is dialed directly to the operator. (Busy, No Answer, Busy/No Answer, Unconditional) - The call has been

forwarded to the Attendant. The call was picked up. The call was parked and retrieved by the Attendant. The call was redirected to the Attendant. The call was recalled from hold.

The call was the result of a call completion request. The call was transferred to the Attendant.

The call is recalled from park. The call is recalled from Transfer. blank (““) - the reason for the call is not known. (Call displays in red) The call is an emergency call. The call is call from the line group. Line Group with Line Group number. Park Recall with Recall DN/Orbit No. Transfer Recall with Redirect DN. Transfer with Redirect DN. Time that the call has been in the current call state. Name of person calling (inbound calls) or person called (outbound calls). Phone number of person calling (inbound calls) or person called (outbound

calls). Total time of a call. Line number of external calls.

62 Strata CIX Attendant Console 12/06

Index

about this book

conventions, vi

related documents, vii activate incoming call, 53 add new user icon, 6 administration, 51, 52, 55 administration view

admin tab, 52

primary/alternate tab, 52

user and dept. tab, 52 alternate

call pickup, 25

door phone, 26

page zone, 24

park, 28 answer

icon, 6

key, 2 arrow keys, 4 attendant keys, 2, 3 automatic

dialing, 53

hold, 53 auto park, 28

backup log files, 60

backup log files icon, 6 BLF

show tab, 52 BLF/DSS tab, 16 BLF network control tab, 57 BLF refresh rate, 53 BLF sorting tab, 59 blind transfer, 21, 53

from BLF tab, 17

icon, 6

key, 2 broken database, 30 busy override, 15 buttons

extension, vi

settings, 44

call

back, 15

completion, 14

conference, 23

forward, 29, 42

settings, 43 history, 14 making a call, 14 monitor view, 5 park, 28

Strata CIX Attendant Console 12/06 I

Index

D ~ I

pickup, 25 statistics view, 48

transfer, 21 called number, 54 caller ID, 53 call forward, 30

create menu items, 44 call park (enable), 55 call pickup (enable/assign), 55 call statistics, 7, 47 cancel

cancel msg waiting icon, 6

message waiting, 15 CF (see call forward) changing status, 29 conference, 23

release last party, 23 console

overflow, 42

status, 30 consultation transfer, 6, 17, 21 ConsultHold, 21, 61 contact tab, 34 control panel view, 42

dial a number, 14 directory lists, 38, 59 directory tab, 18 door phone

calling, 26

icon, 6 door phones and locks (assigning), 55 door unlock, 27 DTMF, 53

emergency page, 24 error message, 30 executive override, 15 export directory list, 39 ExportToExcel, 7 extension number, vi

F11 key, 4 F12 key, 4 F1 key, 4 feature keys tab, 46 flash, 53

database link, 29, 30 date/time, 42 date and time, 29, 42 day, day 2, or night mode, 29 destination, 23

icon, 6 destination key, 3 dest key, 3 dial

directory, 18

icon, 6

key, 3

II Strata CIX Attendant Console 12/06

help key, 4 hold

a call, 20 ConsultHold, 61 icon, 6

hold/retrieve key, 2

icons, 6

add new user, 6 answer, 6

Index

J ~ O

backup log files, 6

blind transfer, 6

cancel msg waiting, 6

consult transfer, 6

destination, 6

dial, 6

door phone, 6

hold, 6

join/split, 6

paging, 6

park, 6

pickup, 6

reconnect database, 6

release, 6

set msg waiting, 6

source, 6

unlock door, 6

user directory, 35

views, 5

voice mail transfer, 6 import

directory list, 38, 39 info bar, 7 IP address, 57

join, 23 join/split

icon, 6

key, 3

keypad, 2 keys

answer transfer (blind), 2

dest, 3

dial, 3

help, 4

hold/retrieve, 2 join/split, 3 next tab, 3 release, 2 source, 3 transfer (supv.), 2 transfer to VM, 2 vol dn, 4 vol up, 4

making a call, 14 menu bar, 6 messages tab, 24 message waiting, 32

cancel, 15 icon, 6 msg light, 31

multiple attendants, 53

network control, 57 next tab key, 3 next view

key, 3 night mode, 29 night transfer, 42 numeric keypad, 2

overflow, 29, 42 override

busy, 15

executive, 15

Strata CIX Attendant Console 12/06

III

Index

P ~ S

page zone

alternate, 24 emergency, 24 primary, 24

paging, 24

icon, 6 paging zones (assigning), 55 park

a call, 28

alternate, 28

icon, 6

primary, 28

retrieve, 28 park (enable), 55 park page, 28 PC Ring Tone

change PC Ringing, 30

description, 53 pickup, 25

alternate, 25

icon, 6 pickup (enable/assign), 55 port, 57 position

active, 29

busy, 29, 53 primary

call pickup, 25

door phone, 26

page zone, 24

park, 28 primary/alternate tab, 55 print, 7 prompt/notes tab, 12 prompts tab, 45

reconnect database, 30

icon, 6 redial the last number, 14 refresh rate, 57

BLF, 53 release

a call, 13

icon, 6 release key, 2 release last party, 23 retrieve

key, 2 retrieve a parked call, 28 retrieve parked call, 28 ring mode, 15

set msg waiting icon, 6 settings button, 44 setup conference, 21 source, 23

icon, 6

key, 3 special function keys, 3 speed dial, 15

(also see feature keys tab) split, 23

icon, 6

key, 3 station park, 28 status, 42 supervised transfer, 21 swap, 23 switch between source/destination parties, 23

IV Strata CIX Attendant Console 12/06

Index

T ~ V

tabs

administration

admin, 52 primary/alternate, 55

user & dept., 56 BLF/DSS, 16 contacts, 34 directory, 18 feature keysF2~F10 keys, 46 messages, 24 prompt/notes, 12 prompts, 45

time, 29 time/date, 42 tone/voice, 15 tool bars, 6 transfer, 2, 17, 21

blind, 21 blind key, 2 supv., 21

transfer (supv.) key, 2 transfer to VM, 22

key, 2

administration, 51 call monitor, 5 call statistics, 47 control panel, 42 controls, 5 user directory, 35

voice mail transfer, 22

icon, 6 vol dn key, 4 volume, 4 vol up key, 4

unlock door

alternate, 27 icon, 6 primary, 27

user & dept. tab

administration, 56

user directory view, 35

view pane, 5 views

Strata CIX Attendant Console 12/06

This is the last page of the document.

Toshiba CIX Digital Attendant Console User Manual

Specifications and Main Features

Frequently Asked Questions

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

Releasing a Call

Making a Call

Call Completion

BLF/DSS Dialing

Directory Dialing

Show Department/Show All

Hold

Call Transfer

Blind Transfer

Conference Calls

Joining and Splitting a Call

Switching Between Source and Destination Parties

Paging

Call Pickup

Call Door Phones

Door Unlock

Call Park

Status

Messages Tab

Message Waiting Light

Contacts Tab

User Directory Dialog

Directory Lists

Control Panel View

Prompts Tab

Feature Keys Tab

Call Statistics View

Administration View

Admin Tab

Primary/Alternate Tab

User & Dept. Tab

BLF Network Control Tab

Answer Priority Tab

BLF Sorting Tab

Backup Log Files

Index