Toshiba CTX670 User Manual

STRATA

Unify. Simplify. Communicate.

CTX670

One world. One company. One goal of communicating better. And one telephone
system that brings it all together. The Strata CTX670 unifies, coordinates, and
streamlines all your communications with stunning agility and proficiency.
Modular in architecture. Scalable in design. Networkable with other systems. The
Strata CTX670 gives you incredible capabilities today – and the ability to build
out your system as you grow. Expand up to 560 telephones – and even more by
networking multiple systems. Share vital information and functionality between
your main office, branch offices, and remote locations. Take telephone system
functionality wherever you go with a full line of integrated cordless and wireless
telephones. And take advantage of remote user telephone connectivity that lets
you use your newfound communication features anywhere you work with excep­tional cost-efficiency. What a concept. What a solution.

Work Anywhere.

Missed calls and missed opportunities are a thing of the past. Toshiba’s goal is
to arm you with the very latest in productivity-enhancing communication tools to
keep you connected to your team, your customers, and your full-featured
deskbound business equipment – wherever your day takes you. Which is why
you’ll find a powerful lineup of Toshiba cordless and wireless telephones that not
only enable you to embrace workforce mobility, but excel at it. From easy access
to voice mail and your company operator to being able to take full advantage of
your telephone system’s key calling features almost anywhere you go.

Cordless Digital Telephones from Toshiba give you the ability to take full digi­tal desk phone functionality with you, whether it’s down the hall, into the confer­ence room, or across campus. In fact, they are the only cordless telephones that
allow you to access some of today’s most advanced desk phone features, such
as desk phone extension numbers, call forwarding, Caller ID, and multi-line
access. You can even switch between your cordless and digital desk telephones
during a call. And thanks to spread-spectrum and narrow band technologies,
Toshiba Cordless Digital Telephones safeguard your phone’s frequency range,
plus deliver maximum security.

Wireless Telephones offer mobility solutions ideal for larger locations
requiring wider area coverage within the enterprise. Toshiba’s partnership
with SpectraLink makes it possible to customize wireless telephone features
and fully integrate your wireless telephone force with Toshiba Strata CTX
systems. Wireless telephone models can operate within a micro-cellular
architecture within your facility or over your wireless Local Area Network
(LAN). So you can leverage your existing investment by combining voice
and data applications on the same wireless LAN.

Embrace Mobility.

Do Anything.

The Strata CTX670 has a mission: to enable you to connect with customers;
promote teamwork; grow when you need, as you need; and do so with a flair for
enhancing your bottom line. One look at its design and you’ll see for yourself.
Universal slot architecture allows you to create almost any combination of trunk
lines, telephones, and peripherals. QSIG protocol and Toshiba-specific QSIG ele­ments enable networked systems to function as one large Strata system. This
gives your centralized attendant information about both internal and external
calls from other system nodes in the network. It also enables you to share a
central voice mail system, coordinate extension numbers for simplified intersys­tem network dialing, and give remote users access to full network features. Add
in Voice Over Internet Protocol, and you greatly reduce long-distance costs to
and from remote nodes on the network.

A single system that does it all, from transmitting voice and data to fax and
video throughout your enterprise. All while reducing your infrastructure, lowering
capital expenditure and operational costs, and increasing productivity. It’s the
ultimate communications solution and the only tool you need to take full advan­tage of today’s most advanced communications applications:

Multiple Office Networking

• Provide one integrated system for all your office locations by networking
multiple Strata CTX670 systems to work together.

• Share capabilities enterprise-wide, from centralized attendant services, a single
voice mail system, and unified call center operations, to simplified internal
extension dialing.

• Save money by avoiding costly long-distance charges on calls between
various locations.

• Turn a long-distance call into a local call by “hopping off” the network as needed.

Integrated Services Digital Network (ISDN)

• Transmit voice, data, fax, and video at the same time, all on one reliable line.

• Maximize communication efficiency while reducing costs through exceptional
speed and fast call setup.

• Save money by using Primary Rate Interface (PRI) that enables you to use
channels call-by-call.

• Access high-speed LAN, Internet, and video conferencing at a low cost with
Basic Rate Interface (BRI).

• Eliminate monthly charges for Call Number Identification Service (CNIS) and
Dialed Number Identification Service (DNIS).

Voice Over Internet Protocol

• Eliminate long-distance toll charges between your main office and branch
offices.

• Reduce cost by transmitting voice and fax calls via the Internet or your private
intranet.

• Share applications among all your offices, enhancing cost-effectiveness and
customer service.

• Extend full telephone functionality to remote users via IP telephones connected
to your private intranet or the Internet, providing the same productivity features
to all users no matter where they are located.

Computer Telephony Integration (CTI)

• Increase productivity and reduce costs by creating an integrated business
information system.

• Access and control call information at the system level using the
Strata CTX670 LAN for sophisticated CTI applications.

• Control, handle, and identify calls with ease using computer screen displays.

• Maximize communication efficiency using Caller ID, automated dialing, auto­mated attendant, and other CTI applications.

Integrate Everything.

Comprehensive doesn’t have to mean complex. That’s the concept behind the
Strata CTX670. With its powerful Automatic Call Distribution (ACD) features, it
makes it incredibly simple to optimize call center operations, increase customer
satisfaction, and improve efficiency. After minimal training time, you can begin
using it to effectively allocate inbound calls among your call-handling agents.
You’ll appreciate its numerous invaluable features:

• Advanced Call Routing directs calls based on Caller ID, account numbers,

private lists, balanced call count, preferred agent treatment, agent priority,
time-of-day, day-of-week, day-of-year, and user-entered data.

• Skills-Based Routing sends calls to the right person to handle the call.

• Priority Queuing enables you to answer higher priority calls sooner.

• Multiple Group Agent Log-in provides important call coverage between groups

and tiered service levels.

• Agent Priority Routing gives you the ability to expand your agent pool when

traffic increases.

• Intelligent Announcements play pre-recorded messages and inform holding

callers of their place in the queue or estimated time before answer, as well as
offering alternative actions like going to voice mail or invoking a call back
reservation.

• IVR Voice Assistant gathers and validates caller input, triggers responses,

alerts agents when the queue gets overloaded with calls, and provides many
creative application opportunities.

• Call Center reports let you analyze agent performance, call center group

activity, and system status, as well as forecast future call center staffing
requirements by analyzing call volume patterns.

inView Group Parameters Display
Check call-center status at a glance, even while you’re
working in other Windows®applications.

inView Agent Status Display
Status display of the selected agent group.

Create, display, and print your own customized reports
to meet your specific needs by selecting from over 100
data elements. Choose the time period you need, and
print reports on demand or at scheduled times.

Streamline Operations.

Enhance your management effectiveness by exporting
data into your other applications or databases. This
enables you to integrate call-center data with your other
information systems data.

What good are lots of bells and whistles if employees can’t figure out how to
use them? Which is one reason the Strata CTX670 was engineered for simplicity
and ease-of-use. An intuitive interface matches the way your employees use the
telephone. An easy-to-read display features uncomplicated instructions and
voice mail controls right on the telephone’s LCD screen. And programmable
buttons put your most frequently used calling features just a push-button away.
Minimal training. Maximum productivity.

Promote Simplicity.

From its first day on the job, the Strata CTX670 will improve your
operational efficiency and your bottom line. It does so through better
reporting – putting information about every call at your fingertips. It
helps you set employee access rights for long-distance calling. It
routes calls via your least-costly trunk line, long-distance carrier, or
over the Internet using VoIP technology. And it gives you the ability
to take advantage of cost-effective high-speed digital services. Of
course, remote system programming and administration keep your
system running without disrupting business operations.

The Strata CTX670 system you purchase today will undoubtedly be perfect for
your current needs. Thanks to a modular, scalable design, and exceptional com­patibility with other Toshiba systems, the Strata CTX670 will also be perfect for
your needs in the future. A flexible building block design makes upgrades easy
and cost-effective. And when migrating to newer systems, you’ll enjoy an
exceptional return on your investment by being able to reuse key components,
such as your digital telephones and trunk and station cards.

Manage Growth.

Add Value.

In addition to floor or wall-mountable versions,

Strata CTX670 base and expansion cabinets are

also available in 19" rack mountable versions,

providing installation versatility and ease.

Your business is unlike any other. Different needs. Different processes. Different
employees. We’re happy to say we’ve built a telephone system flexible enough
to meet your needs. You choose the model. You add in the options. You cus­tomize the features. You even select telephone color. Toshiba offers a full line of
digital telephone models, from 10-, 14-, and 20-button speakerphones, LCD
models, and executive models, to 900 MHz digital cordless phones and wireless
telephones. And to meet your growing needs, we offer a 20-button add-on
module, a 60-button DSS console, and the Strata CTX Attendant Console for
high-volume call environments.

Your Toshiba representative has detailed information about all of Toshiba’s digital
telephone solutions and can help point you in the right direction. Or, you can
find out more on the web at www.toshiba.com.

Choose Perfectly.

E-mail, voice mail, and fax messages are already some of today’s most essential
business tools. But the Toshiba Stratagy Unified Messaging system makes them
invaluable. The Stratagy system saves time – and your sanity – by giving you
access to all of your communications from a single screen. Enjoy the power of
such converged technologies as Automated Speech Recognition (ASR), Unified
Messaging, Fax Services, Interactive Voice Response (IVR), Text-to-Speech, and
Networking. And customize it all depending on your company’s needs, from
basic to sophisticated applications.

Stratagy IVP8 and Stratagy iES32 models seamlessly integrate all your voice
processing functions on a single printed circuit card inside your Strata CTX670
system. No need for external connections, standard telephone ports, or a sepa­rate battery backup system.

Unify Messaging.

Toshiba offers many innovative features including Call Answering options, Computer Telephony Integration,
Networking options, and more.

Call Answering Options:

• Automated Attendant

Answers and routes incoming calls 24 hours-a-day as an integrated feature of Stratagy voice processing.
Assures that calls are efficiently managed when call volumes are high, when your receptionist is on a
break or at lunch, and after regular hours.

• Voice Mail Integration

Allows callers to leave detailed messages for specific employees. With Toshiba Stratagy voice processing
in the Strata CTX, calls are handled faster and more efficiently, which assures that the customer’s needs
are addressed as quickly as possible.

• Direct Inward Dialing (DID)

Routes incoming calls directly to specific stations without going through the answering position.

• Multiple Directory Numbers

Maximizes call-coverage flexibility. Station extension numbers can appear on multiple telephones and individual
telephones can have multiple station extension numbers.

• Dialed Number Identification Service (DNIS)

Routes incoming calls exactly where you want them to go according to the number dialed, and identifies
the type of call on the telephone’s LCD display.

• Caller ID

Displays the caller’s name and telephone number on the telephone’s LCD, as well as the customer profile
from your database (with CTI applications). Your employees will be fully prepared to handle calls with maxi­mum effectiveness and provide personalized customer service.

• Off-Hook Call Announce

Ensures important calls get through. Enables a station to speak to another busy station user. Call
announcements can be made through the handset or telephone speaker.

Call Center Options:

• Automatic Call Distribution (ACD)

Calls are queued and sent to the next available agent. Incoming calls are distributed evenly, maximizing
productivity and assuring quick, efficient call handling.

• Management Information System (MIS)

Call Center monitoring and reports enable you to get the most out of your ACD by allowing you to analyze
agents’ performances, call center group activity, and system status. You can also forecast future
call-center staffing requirements by analyzing call volume patterns.

Integrated Services Digital Network (ISDN):

• Primary Rate Interface (PRI)

PRI is used to send and receive voice and/or data calls over the same network. The sophisticated call-by­call feature saves money by allocating PRI channels on demand for usage of services such as DID, Tie,
FX, WATS, 800, etc.

Savor the Features.

• Basic Rate Interface (BRI)

Station-side connection provides a low-cost ISDN solution that enables you to connect devices such as a
PC, LAN bridge or router, Internet access device, video conference terminal, group IV fax, ISDN telephone,
or other devices that benefit from an all-digital transmission link. Trunk-side connection enables all your
telephones to use BRI lines for incoming and outgoing calls.

Networking Options:

• Multiple System Networking - Strata Net

Connect your branch offices by integrating multiple Strata CTX100 and CTX670 systems into one
system via your private communications network. All your offices can enjoy the benefits of centralized
attendant answering with a central voice mail system, and coordinated extension numbering which
simplifies network-wide dialing. Enjoy compatibility with other popular PBXs and network routers for
extensive networking.

• Remote Branch Office Extensions

The MCK EXTender enables groups of remote workers to have digital telephone extensions from your
main location’s Strata CTX telephone system, with the same functionality as your main office system.

• Centrex Integration

Group access to Centrex lines enables you to get maximum benefits from Centrex features with ease,
while saving cost.

Voice Over Internet Protocol (VoIP):

• Toll Bypass

Eliminates long-distance toll charges between your main office and branch offices. Reduces cost by
transmitting voice and fax calls via the Internet or your private intranet.

• Cost-effective VoIP Applications

By sharing applications among all your offices, you’ll enhance both cost-effectiveness and customer service.

Computer Telephony Integration (CTI):

• Industry Standard CTI

Strata CTX systems fully support Microsoft TAPI – the industry-standard method of Computer Telephony
Integration, enabling you to enjoy the full range of advanced CTI benefits.

• Caller ID Applications

Caller Identification and automatic retrieval of customer profile data are the most popular CTI applications.
When the telephone rings, the LCD displays the caller’s telephone number, and the TAPI PC application
displays the caller’s profile on screen. This enables you to provide fast, accurate, personalized
customer service.

• Desktop OAI

Call information relative to a particular digital telephone can be passed to a desktop PC via a USB connec­tion to the telephone. Various TAPI applications can be accomplished either through our StrataLink middle­ware program, or with commercially available PIM applications such as ACT!™ or GoldMine™.

• System OAI

The Strata CTX100 system OAI link is based upon ECMA standard “CSTA.” This provides extensive call
control and telephone support for CTI applications of many types. The system OAI uses an Ethernet LAN
connection between the Strata CTX100 and external application servers.

Enjoy the Benefits.

Toshiba America Information Systems brings together the expertise and know­how of the company’s Digital Solutions Division, Digital Products Division, and
Storage Device Division to create some of the world’s most innovative business
communications solutions, from mobile computing and leading-edge telephony
products to storage and imaging technologies.

The result of this leadership and sound product development and strategy is
digital telephone solutions that enable today’s enterprises to take full advantage
of the numerous tools, devices, and voice and data communications technolo­gies available now – and in the future. Because Toshiba is behind some of the
most advanced and popular office technologies, from copiers, laptops, and PDAs
to cable modems, projectors, DVD/CD recordable products, and telephone sys­tems, you can count on global solutions that seamlessly integrate all your key
business needs.

Toshiba America Information Systems, Inc., Digital Solutions Division

9740 Irvine Blvd., Irvine, CA 92618-1697
[phone] www.telecom.toshiba.com

© 2004 Toshiba America Information Systems, Inc. Digital Solutions Division. Printed in U.S.A. Strata is a registered trademark of Toshiba
Corporation. Specifications subject to change without notice. Some features require optional hardware to support full capabilities.

Literature Order #: DSD-BR-CTX670VA/4500029

Trust the Leader.

Centric Telecom, Inc.
5554 Port Royal Road
Springfield, VA 22151

703-321-5070
703-321-5188

Larry Dressel
[e-mail]

www.centrictel.com