Toshiba DK 14, DK 40, DK 424 Installation Manual

0 (0)

	Telecommunication Systems Division

Digital Business Telephone Systems

PC Attendant Console

User Guide

October 1997

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 methods may warrant.

Version A, May 1997

Version B, October 1997

Toshiba America Information Systems, Inc. Telecommunication Systems Division

All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems—without express written permission of the publisher of this material.

Strata is a registered trademark of Toshiba America Information Systems, Inc.

Trademarks, registered trademarks, and service marks are the property of their respective owners.

Introduction
Organization ...........................................................................................................................................	v
How to Use This Guide ........................................................................................................................	vi
Conventions ..........................................................................................................................................	vi
Related Documents ..............................................................................................................................	vii
Chapter 1 – The Grand Tour
Function Keys .........................................................................................................................................	2
Special Function Keys ............................................................................................................................	2
Numeric Keypad .....................................................................................................................................	2
Main Screen ............................................................................................................................................	3
Console ID Area ...............................................................................................................................	4
Menu Bar ..........................................................................................................................................	4
Feature Toolbar ................................................................................................................................	5
Status Bar .........................................................................................................................................	8
Incoming Call Display .....................................................................................................................	9
Active Call Area ...............................................................................................................................	9
Loop-Hold Display ...........................................................................................................................	9
User Buttons .....................................................................................................................................	9
DSS/BLF Station Directory .............................................................................................................	9
Keyboard Navigation ............................................................................................................................	11
Mouse Navigation .................................................................................................................................	12
On-line Help .........................................................................................................................................	12
Chapter 2 – Console Controls
Night Transfer .......................................................................................................................................	14
Automatic Night Transfer .....................................................................................................................	15
Position Busy ........................................................................................................................................	16

Console Overflow .................................................................................................................................	17
Background Music Over External Speakers .........................................................................................	17
Privacy ..................................................................................................................................................	18
Privacy Release .....................................................................................................................................	18
Call Forward .........................................................................................................................................	19
Internal Call Forward .....................................................................................................................	19
External Call Forward ....................................................................................................................	20
Call Forward Fixed ........................................................................................................................	21
Line Group Restrictions ........................................................................................................................	22
Timed Reminders ..................................................................................................................................	23
Date and Time .......................................................................................................................................	24
Volume Control ....................................................................................................................................	25
Chapter 3 – Basic Calling
Incoming Calls ......................................................................................................................................	28
Incoming Call Types ......................................................................................................................	29
Answered Call Options ..................................................................................................................	30
Transferring Calls .................................................................................................................................	32
Taking Notes About a Call .............................................................................................................	36
Using Department Search with Call Transfer ................................................................................	37
Voice Mail ............................................................................................................................................	38
Placing Calls .........................................................................................................................................	39
Voluntary Account Codes .....................................................................................................................	42
Calling Options .....................................................................................................................................	43
Setting or Cancelling Automatic Callback .....................................................................................	44
Busy Override and Off-Hook Call Announce (OCA) ....................................................................	45
Dialing for Others .................................................................................................................................	46
Dialing a Number for a Caller ........................................................................................................	46
Performing Through Dialing for a User .........................................................................................	47
Conference Calls ...................................................................................................................................	48
Creating a Three-way Call or Joining Two Calls ...........................................................................	48
Adding a Station to Create a Conference Call ...............................................................................	49
Adding a CO Line to Create a Conference Call .............................................................................	50
Call Splitting (Split/Switch) .................................................................................................................	51
Trunk-to-trunk Connections .................................................................................................................	52
Call Supervision ....................................................................................................................................	54

Strata DK Digital Telephone

Chapter 4 – Advanced Calling
Speed Dial .............................................................................................................................................	56
Speed Dial Special Function Codes ...............................................................................................	57
Using Speed Dial Numbers ............................................................................................................	58
Paging ...................................................................................................................................................	59
Emergency Page ...................................................................................................................................	60
Door Locks ...........................................................................................................................................	60
Door Phones ..........................................................................................................................................	61
Last Number Redial ..............................................................................................................................	62
Saved Number Redial ...........................................................................................................................	63
Call Pickup ............................................................................................................................................	64
Call Park ...............................................................................................................................................	65
Call Park and Page ................................................................................................................................	66
Auto Park/Page .....................................................................................................................................	68
Setting Auto Park ...........................................................................................................................	69
Abandoned Calls ...................................................................................................................................	70
Alarm Reset ..........................................................................................................................................	71
Chapter 5 – Directory
Adding Entries into the Directory .........................................................................................................	74
Directory Settings .................................................................................................................................	75
Directory Find ................................................................................................................................	76
Chapter 6 – Message Center
Taking a Message .................................................................................................................................	78
Taking a Message for a Holding/Recalling Party .................................................................................	80
Retrieving a Message from the Message Center ............................................................................	82
Message Waiting Indications Sent ........................................................................................................	83
Console Message Waiting Light ...........................................................................................................	84
Creating LCD Messages .......................................................................................................................	85
Preprogrammed Messages .............................................................................................................	85
Send LCD Messages ......................................................................................................................	87
Advisory Message ..........................................................................................................................	89

iii

Chapter 7 – View Menu
Tool Bar ................................................................................................................................................	92
Status Bar ..............................................................................................................................................	92
Call Statistics ........................................................................................................................................	92
Chapter 8 – Administration
Password ...............................................................................................................................................	96
Console Settings Options ......................................................................................................................	97
Automatic Dialing ..........................................................................................................................	97
Activate On Incoming ....................................................................................................................	97
Multiple Attendants ........................................................................................................................	97
Automatic Hold ..............................................................................................................................	97
ANI Display On .............................................................................................................................	97
Default Transfer .............................................................................................................................	97
Changing Console Settings ............................................................................................................	98
Set an Account Code Length ..........................................................................................................	99
Assign a [DN] for Voice Mail and Quick Messages ......................................................................	99
Storing Voice Mail ID codes ........................................................................................................	100
CO Line Names ..................................................................................................................................	100
Changing CO Line and Line Group Names .................................................................................	100
Setting a Default Line or Line Group ..........................................................................................	102
User Buttons .......................................................................................................................................	102
System Codes ......................................................................................................................................	104
DISA Security Code .....................................................................................................................	104
Traveling Class Code ...................................................................................................................	105
Toll Restriction Override Codes ..................................................................................................	106
Verified Account Codes ...............................................................................................................	107
Answer Prompts ..................................................................................................................................	108
DNIS Prompts ..............................................................................................................................	109
Change Station User Name .................................................................................................................	112
Door Phone Button Labels ..................................................................................................................	113
Door Unlock Button Labels ................................................................................................................	113
Paging Button Labels ..........................................................................................................................	114
Printer Setup .......................................................................................................................................	115

Strata DK Digital Telephone

Appendix
Windows Operations ..........................................................................................................................	117
Windows Controls ..............................................................................................................................	119
Change the Screen Colors ............................................................................................................	119
Setup Easy Application Switching ...............................................................................................	119
Change the Keyboard Repeat Speed ............................................................................................	119
Change the Mouse Speed .............................................................................................................	119

Strata DK Digital Telephone

Introduction

This guide provides instructions for operating a Strata DK PC Attendant Console for Microsoft® Windows® working with following Strata DK Systems. These systems include all processors except the RCTUA, for the following:

♦DK280

♦DK424

This guide is written assuming that you are familiar with operating a PC, mouse, and Windows software.

Organization

This guide is divided as follows:

♦Chapter 1—The Grand Tour includes information on the PC Attendant Console keyboard, the Main Menu, and how to navigate through the menus and dialog boxes. It also describes the Feature Toolbar.

♦Chapter 2—Console Controls provides descriptions and instructions for each of the console settings. These settings include the console mode, time and date, and general settings affecting how calls are handled during and after your shift.

♦Chapter 3—Basic Calling explains how to perform the most commonly-used features, including answering, calling, and transferring calls.

♦Chapter 4—Advanced Calling describes how to use more advanced features, such as Speed Dialing, Call Parking, etc., and other features available from the Features submenu.

♦Chapter 5—Directory explains how to add names, phone numbers, and status information to the directory, as well as how to access it and perform a search.

♦Chapter 6—Message Center shows the various features available for taking memos and sending messages and message notifications.

Introduction

vii

How to Use This Guide ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

♦Chapter 7—View Menu provides instructions for displaying the Toolbar and Status Bar, viewing and printing Call Statistics.

♦Chapter 8—Administration describes various administrative features which affect the console’s capabilities.

♦Appendix contains instructions for setting those Windows controls which affect the PC Attendant Console.

How to Use This Guide

We suggest that you read this entire guide and get acquainted with the on-line help screens, described in Chapter 1—The Grand Tour.

Conventions

An icon on the left side of the page represents the feature toolbar icon that you can click on to access the feature or the feature’s dialog box.

The left column gives you the single or numbered steps you need to perform a procedure. These steps apply to both mouse or keyboard use.

The right column gives the immediate response to your action. This column also includes additional notes and comments.

Note Elaborates specific items or references other information.

Important! Calls attention to important instructions or information.

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

Letters in [brackets] represent buttons which have Directory Numbers on them, such as PDN. For example:

viii

PC Attendant Console

––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Related Documents

[PDN]	Primary Directory Number button (the Extension or Intercom
	Number). In older versions of selected systems, this button may be
	referred to as or .

Bracketed letters also represent variables. For instance, instructions for pressing Alt + a keyboard letter will be shown as Alt + [letter], since the letter will be different depending on the desired response. Soft keys are on-screen keys which change according to the current conditions.

	represents buttons on telephone.
Courier	letters represent PC Attendant Console keyboard keys. For example:
	Conf/Trans.
Times Roman	words that are capitalized represent a specific dialog box button. For
	example: Transfer button.
“Press”	means to touch a specific keyboard button.
“Select”	means to choose a specific keyboard or dialog box button.
“Click”	means to press and then release the mouse button without moving the
	mouse.
	denotes the step in a one-step procedure.
~	means “through”. For example: 5~10.
	represents an icon button on the feature toolbar. When you click on
	this icon, it achieves the same result as the step that it appears next to.

Function Keys

You can use these additional function keys:

F1 for Help

F2~F9 enable you to access the bottom row of eight user buttons (as shown below). Pressing Shift + (F2~F9) gives you access to the top row of eight user buttons. You can also access these user buttons by clicking them with the mouse on the screen.

Shift+

F2~F9

F11 for Volume Up

F12 for Volume Down

Special Function Keys

There are six special function keys: Voice Mail, Tone, Join, Conf/Trns,

Retrieve, and Split/Switch.

Numeric Keypad

The numeric keypad is kept in the Num Lock ON position so that it is a “hot” dial pad.

Answer Incoming, Answer/Hold, and Release keys are included on the keypad.

2	PC Attendant Console

Toshiba DK 14, DK 40, DK 424 Installation Manual

–––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Main Screen

Main Screen

The PC Attendant Main screen (shown below) provides access to features and information on incoming calls, calls on hold, available line groups, station status, and displays a Directory that can be used to transfer calls quickly.

Incoming Call Display

Feature Toolbar

Menu Bar Soft Keys Console ID Area Active Call Window Loop Hold Display

Notes Field

Volume

Control

Buttons

Status Bar

DSS/BLF Station Directory

16 User Buttons (Programmable Feature Buttons)

The Grand Tour

Main Screen ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Console ID Area

Displays the console’s name and Primary Directory Number [PDN].

Menu Bar

The Menu Bar, shown below, contains seven “drop-down” submenus that enable you to perform commands, access features, or configure the console. Selecting a menu item displays a dialog box or toggles the item.

Console

Controls how the console operates, including: Night Transfer, Position Busy, Date/Time, etc. You will probably change the console settings at the beginning and end of your shift.

Features

Assists you in handling calls, such as Call Pickup, Page Retrieve, etc.

Feature Toolbar

The Feature Toolbar shown below provides quick access to console controls. You will probably access these control features at the beginning and end of your shift. These controls include setting the console for Night Transfer, turning call overflow and background music settings ON and OFF, putting the console into position busy mode, etc.

The Feature Toolbar displays across the top of the application window, below the menu bar. It is grouped into four functions to make finding the feature easier. When the mouse arrow is positioned on an icon, its callout label displays.

Console Controls

Messaging

Status Bar

The status bar is displayed at the bottom of the PC Attendant window. To display or hide the status bar, highlight Status Bar from the View menu.

The left area of the status bar describes actions of menu items as you use the arrow keys to navigate through menus. This also describes the actions of Toolbar Feature Buttons as you depress them, before releasing them. Then, if you do not wish to execute the command, release the mouse button while the pointer is off the button.

The right side of the status bar shows the date and time.

8	PC Attendant Console

Incoming Call Display

Number of Incoming Calls shows the number of calls waiting to be answered.

Incoming Call Type displays each type of incoming call waiting to be answered. Call types are shown with black letters except emergency calls which are shown in red.

Answer Incoming Button automatically answers the next ringing call of the type selected. If none are selected, it answers a call from the type at the top of the list.

Active Call Area

Refers to the following three areas.

Active Call Window shows current call information: line, station, and status (e.g., calling, recall, transfer).

Soft Keys functions are defined based upon call handling. Two methods of access: mouse or use the arrow keys to select the soft button, followed by Enter. See Chapter 3 for more information.

Notes Field is used for Answer Prompts, Recall Notes, Message Lists, and any information pertinent to the call.

Loop-Hold Display

Loop List shows calls on hold and the duration of hold time. Color of the hold time indicates the hold type:

Red:	Emergency Call
Green:	Consultation Hold
Blue:	Supervised Hold
Black:	All others

Retrieve button accesses the calls on hold.

User Buttons

See ‘Function Keys’ on Page 2.

DSS/BLF Station Directory

Lists internal [DNs] (Primary DNs and Phantom DNs), distributed hunt group pilots, ACD group numbers (always starting with “A”), and their associated names.

The Grand Tour

Clicking on a display entry automatically dials the number. (Directory Direct Selection feature.)

Serves as the Busy Lamp Field (BLF):

Black text:	Idle
Red text:	Busy or DND
Red text on turquoise:	Selected display entry

Double-clicking on a display entry dials the number and blind transfers the call automatically.

10	PC Attendant Console

–––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Keyboard Navigation

Keyboard Navigation

The table below shows you how to use the keyboard to navigate within the PC Attendant Console.

Keyboard Keys	Description

Alt+Letter	Selects Main Menu items. Moves directly to the item
	with the underscored marking. For example, Pressing
	Alt+I on the Main Screen moves the selection to the
	Incoming Call Area on the screen. Alt+M opens the
	Messaging menu.
Letter	Selects submenu items. Pressing the underlined letter
	of an item selects that item.
Tab	Moves from section to section, or button to button in
	screens and dialog boxes.
Shift+Tab	Moves from section to section or button to button in
	the screens and dialog boxes in reverse direction.
Alt+Tab	Moves between open application windows (Windows
	feature).
Arrow keys	Highlights one of several items from a drop-down box
	for selection. Also moves from selection to selection
	or button to button within a dialog box.
Enter (keyboard)	Selects the currently highlighted command button.
Enter (numeric key pad)	Used for Release and Release/Transfer functions on
	the Main Screen.
Esc	Used to go back to the previous dialog box.
Spacebar	Press to toggle features ON or OFF or select entries in
	list boxes.

The Grand Tour

Mouse Navigation ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Mouse Navigation

With the mouse, an on-screen arrow or cursor moves in coordination with the position of the mouse on a desktop or mouse pad.

Mouse	Description

Move the mouse cursor onto an	Chooses (highlights) Main Menu Items. For on-screen
item on the screen, then click the	buttons, it selects that button. (The mouse method
mouse button. If there is more	combines two steps into one. It selects the button; you
than one button, click the left	do not need to press the Enter key.)
button.
Double-click the button. If there	Chooses and selects the item (it invokes the action
is more than one button, double-	immediately.)
click the left button.

Note For more information on adjusting Windows Controls for the PC Attendant Console (such as keyboard and mouse speed, colors, etc.), see the Appendix.

On-line Help

The PC Attendant Console provides on-line help that guides you step-by-step in using its many features. The help is built into the software and can be accessed using the Help button in dialog boxes or by pressing F1.

The on-line help provides:

♦Feature and menu item descriptions.

♦On-screen, step-by-step keyboard and mouse instructions. Click any underlined green words to “jump” to instructions for that item.

♦Definitions of individual terms (green letters marked with a dashed underline).

♦While working with a feature within a dialog box, pressing Help displays the step-by-step procedures for performing that particular feature.

The on-line Help provides the most appropriate information for the current calling conditions.

12	PC Attendant Console

Console Controls	2

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

There are icons for each of these controls just under the Menu Bar at the top of your screen. Console controls are also found under “Console” on the Menu Bar as shown in this figure.

Console Controls

Night Transfer –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

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. Night Transfer can be set for up to four Tenants. In most cases, there is one Tenant (one company) being handled by a single console.

To set Night Transfer

1.From the Menu Bar, select Console then Night Transfer.

2.From the Night Transfer dialog box, select a Night Mode from the Tenant 1 dropdown box. Either two or three settings are allowed (Day, Day2, Night), depending on the Telephony Setup parameter for Night Modes.

3.If there is more than one Tenant, choose the next Tenant box and select a Night Mode and Day, Day2, Night settings.

4.Optional: To control Night Transfer automatically, toggle Enable Automatic ON (“X” in the box).

To control Night Transfer manually, toggle Enable Automatic OFF (No “X” in the box).

5.Select the OK button.

The DK is now in the new Night Mode setting for the selected tenants.

14	PC Attendant Console

––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Automatic Night Transfer

Automatic Night Transfer

Automatic Night Transfer allows the Night Mode to be set by a weekly/time of day schedule for each of the four tenants on the Strata DK system.

To set Automatic Night Transfer

1.From the Menu Bar, select Console then Night Transfer.

2.Set Enable Automatic to ON (make sure box has an “X”).

3.From the Night Transfer dialog box, select the Add button to enter new settings and the Delete button to remove unwanted entries.

4.If you selected the Add button, set up schedules from the Add Night Transfer dialog box:

Select the Mode (Day, Day2, Night).

Select Time (two digits, 24hour format).

Select Days (reverse video indicates days selected).

5. Select the Close button to	Note There must be at least 5 minutes between time
save, or the Add button to	settings for the same tenant. Example: if Day
enter another time setting (at	1 begins at 07:00, then Night 1 should be
least 5 mins. difference).	07:05 (or later).

Console Controls

Position Busy –––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Position Busy

Position Busy lets you place a console in unattended mode. In this mode, new calls are sent to the other console(s). Held and unanswered transferred calls continue to recall the console that processed them.

Only use Position Busy when there is more than one Attendant Console. The default setting is for single console operation with Position Busy disabled. To enable the feature, Console Settings must be set for Multiple Console operation from the Setup menu.

When the last console in the attendant group is placed in Position Busy mode, the entire group is considered Unattended. Consoles should then set Call Forward and/or Night Transfer so that incoming calls are rerouted to another destination. (Night Bell, an alternate answer position, etc.)

The console is placed in a Position Busy Pending state if you are talking to a party, making an outgoing call, holding calls, or if you are in ring transfer mode. During this state, the console cannot receive any new calls. When you disconnect from the current call and/or process held and unanswered transferred calls, the console enters Position Busy mode.

To access Position Busy

1.	From the Menu Bar, select	A pop-up window alerts you when Position Busy is
	Console. Toggle Position	ON.
	Busy ON (check mark) or
	OFF (no check mark).
2.	Clear the Position Busy alert	Optional. Leaving this displayed provides a clear
	pop-up window by pressing	visual indication of Position Busy status.
	the OK button.

16	PC Attendant Console

–––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––– Console Overflow

Console Overflow

When Console Overflow is ON, new incoming calls that have been waiting too long are routed to another station or answering device. Calls overflow based upon a system timer.

To toggle Console Overflow

From the Menu Bar, select Console. Toggle Console Overflow ON (check mark) or OFF (no check mark).

“OVERFLOW ON” or “OVERFLOW OFF” shows for a few seconds in the active call window - depending on the toggle position.

Background Music Over External Speakers

Background Music (BGM) over external speakers can be turned ON and OFF from the Attendant Console or the System Administrator’s station (typically station 200).

To toggle Background Music

1.From the Menu Bar, choose Console.

2.Toggle Background Music ON (check mark) or OFF (no check mark).

When toggled on, music plays over the external paging system.

“BGM ON” or “BGM OFF” displays in the active call window - depending on the toggle position.

Console Controls

Privacy ––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Privacy

If your Attendant Console is programmed for the Privacy feature, you can block station users with Privacy Override from entering CO line calls. The Privacy feature does not block Busy Override or Executive Override.

To toggle the Privacy feature

From the Menu Bar, choose	When toggled ON, the Privacy feature is enabled.
Console. Toggle Privacy ON
(check mark) or OFF (no
check mark).

Privacy Release

When you activate Privacy Release, other stations and Attendant Console users can enter your call on a CO line.

Privacy Release is assigned for each console or station in system programming. Up to two attendant consoles and/or stations can enter an existing CO call, allowing up to three consoles and/or stations to be connected.

To toggle Privacy Release

From the Menu Bar, choose Console. Toggle Privacy Release ON (check mark) or OFF (no check mark).

When toggled ON, the Privacy Release feature is enabled.

18	PC Attendant Console

+ 112 hidden pages

Toshiba DK 14, DK 40, DK 424 Installation Manual

Contents

Introduction

Organization

How to Use This Guide

Conventions

Related Documents

The Grand Tour

Function Keys

Special Function Keys

Numeric Keypad

Main Screen

Console ID Area

Menu Bar

Feature Toolbar

Status Bar

Incoming Call Display

Active Call Area

Loop-Hold Display

User Buttons

DSS/BLF Station Directory

Keyboard Navigation

Mouse Navigation

On-line Help

Console Controls

Night Transfer

Automatic Night Transfer

Position Busy

Console Overflow

Background Music Over External Speakers

Privacy

Privacy Release