Toshiba Strata CS User Manual

User Guide for Viewpoint

February 2006

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.

SCS-UG-CLIR7-VB

Version A, February, 2006

All rights reserved. No part of this man ual, cov ered by th e 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 Corporation. Trademarks, registered trademarks, and service marks are

the property of their respective owners.

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oshiba America Information Systems, Inc.

igital Solutions Division

740 Irvine Boulevard rvine, California 92618-1697

nited States of America

SD 020905

5932

Toshiba America Information Systems, Inc.

Digital Solutions Division

Limited Warranty

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

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Getting Started

Chapter 1. Introducing Strata CS.....................................................1-1

About Strata CS....................................................................................1-2

Accessing Strata CS.............................................................................1-2

Using the telephone .......................................................................... 1-2

Using the Strata CS ViewPoint application.......................................1-3

Using Strata CS ViewPoint Web Access..........................................1-3

Using the TAPI Service Provider and the CMA................................1-3

Feature comparison table .....................................................................1-4

Getting technical support ......................................................................1-4

Strata CS documentation......................................................................1-5

The Strata CS documentation set..................................................... 1-5

........................................................................................................... 1-6

Accessing online documentation ...................................................... 1-6

Chapter 2. Recording Your Voice Title and Voicemail Greeting...2-1

About creating your voice title and voicemail greeting..........................2-2

Recording your voice title......................................................................2-2

Recording your voicemail greeting........................................................2-3

Using the Telephone

Chapter 3. Placing Calls on the Phone............................................3-1

About placing calls on the phone..........................................................3-2

Using a phone other than your own.................................................. 3-2

Using an IP phone............................................................................. 3-2

Dialing internal and external numbers...................................................3-3

Entering account codes when placing calls...................................... 3-3

Dialing by name ....................................................................................3-4

Dialing a user’s voicemail directly.........................................................3-4

Placing calls while you are already on a call.........................................3-5

Putting your current call on hold and placing a new call................... 3-5

Ending a call without losing calls on hold.......................................... 3-5

Placing calls with * options....................................................................3-5

Redialing the last call ........................................................................3-5

Returning the last call........................................................................ 3-5

Disabling call waiting for a call .......................................................... 3-6

Placing calls to an IP address...............................................................3-6

Placing a page or intercom call.............................................................3-6

Requirements for receiving a page or intercom call .........................3-7

Paging and intercom considerations.................................................3-7

Chapter 4. Answering and Handling Calls on the Phone ..............4-1

About answering and handling calls on the phone...............................4-2

Using the Flash button on your phone..............................................4-2

Answering Strata CS calls....................................................................4-2

Call announcing................................................................................. 4-2

Call waiting ........................................................................................4-3

Answering a call at another ringing phone........................................4-4

Using hands-free answering .............................................................4-4

Receiving internal intercom calls with voice-first answering.............4-5

Handling calls with the phone...............................................................4-6

Putting a call on hold.........................................................................4-7

Transferring a call..............................................................................4-8

Sending a call to voicemail................................................................4-9

Recording a call.................................................................................4-9

Creating a conference call...............................................................4-10

Parking a call...................................................................................4-11

Unparking a call...............................................................................4-11

Putting a call on silent hold .............................................................4-11

Sending a Flash command to Centrex or another PBX..................4-11

Getting an internal dial tone ............................................................4-11

Entering an account code for a call.................................................4-11

Using Toshiba digital feature phones .................................................4-12

Using line appearances...................................................................4-12

Using custom-mapped Strata CS commands.................................4-13

Chapter 5. Managing Voicemail and Your Account With the Phone.

5-1

About managing your account on the phone........................................5-2

Logging on to your account...............................................................5-2

About voicemail ....................................................................................5-2

Voicemail from the caller’s point of view...........................................5-2

Knowing when you have new voice messages ................................5-3

If voice messages disappear from your folders ................................5-3

Customizing voice message playback order ....................................5-3

Listening to and managing your voicemail............................................5-4

Voice message telephone commands..............................................5-4

Deleting and undeleting messages...................................................5-5

Replying to a voice message ............................................................5-5

Forwarding a voice message ............................................................5-5

Calling back a voice message .......................................................... 5-6

Sending a message directly to a user’s voicemail ................................5-6

Managing your greetings using the phone............................................5-7

Managing your greetings...................................................................5-8

Available space for greetings............................................................ 5-8

Forwarding your calls using the phone .................................................5-9

Turning call forwarding on................................................................. 5-9

Turning call forwarding off................................................................. 5-9

Checking your call forwarding number .............................................5-9

Ignoring your call rules...................................................................... 5-9

Sending your calls straight to voicemail with Do Not Disturb..............5-10

Selecting a personal status on the phone...........................................5-10

Changing your password ....................................................................5-10

Chapter 6. Using Strata CS With a Remote Phone.........................6-1

About using Strata CS with a remote phone.........................................6-2

Tips for all remote phone use................................................................6-5

Using Strata CS from a remote number without ViewPoint ..................6-5

Logging on to Strata CS from a remote number............................... 6-6

Receiving Strata CS calls at a remote number................................. 6-6

Placing calls through Strata CS from a remote phone ..................... 6-7

If your remote phone is “stuck” on a Strata CS session................... 6-7

Using redial and other quick call commands when logged in........... 6-8

Using Strata CS ViewPoint remotely.....................................................6-8

Using ViewPoint remotely with a phone ........................................... 6-9

Associating Viewpoint with a remote number .......................................6-9

Imitating a station at a remote number ...........................................6-10

Using an external station.....................................................................6-10

Placing Strata CS calls from an external station............................. 6-11

Using ViewPoint with an external station........................................ 6-12

Configuring an external station ...........................................................6-12

Configuring a SIP phone................................................................. 6-14

Changing your external station number with *17 ................................6-15

Chapter 7. Sharing Stations .............................................................7-1

About sharing stations...........................................................................7-2

Placing outbound calls from shared stations.........................................7-2

Finding out who is currently logged in at a station............................7-3

Distinguishing incoming calls to a shared station..................................7-3

Shared stations and personal status.....................................................7-3

CONTENTS

Using ViewPoint

Chapter 8. Using Strata CS ViewPoint ............................................8-1

About Strata CS ViewPoint...................................................................8-2

Using ViewPoint in Spanish, German, French Parisian or French

Canadian....................................................................................8-2

Using ViewPoint from any web browser...............................................8-2

Logging on to ViewPoint.......................................................................8-3

Using ViewPoint with a different phone or Server ............................8-4

Using ViewPoint with another station or a remote number...............8-6

Logging on with new logon options...................................................8-7

Changing your password ..................................................................8-7

Logging on with command-line switches ..........................................8-7

About the Welcome Wizard...............................................................8-8

About the tip of the day .....................................................................8-8

Watching the ViewPoint Quick Tour .................................................8-8

Exiting ViewPoint..................................................................................8-8

Exiting and logging off.......................................................................8-8

Elements of the ViewPoint window.......................................................8-9

The menu bar....................................................................................8-9

The toolbar ........................................................................................8-9

The navigation pane........................................................................8-10

The view bar....................................................................................8-11

The status bar..................................................................................8-12

Hiding and showing ViewPoint window elements...........................8-12

Locking ViewPoint window elements..............................................8-13

Customizing the ViewPoint display ................................................. 8-13

ViewPoint folders................................................................................8-13

Working in multiple folders..............................................................8-14

Adding the Calls Pane to any open folder.......................................8-15

Adding the Phonebook Pane to the Call Monitor folder..................8-15

Using Index buttons to find items quickly........................................8-15

Locking the current folder in place..................................................8-16

Managing folders and items................................................................8-16

Using commands in folders............................................................. 8-16

Managing items in folders ............................................................... 8-16

Printing items in folders...................................................................8-21

Organizing items in folders.................................................................8-21

Viewing folders in the Folder List ....................................................8-22

Private and public folders................................................................ 8-22

Managing folders.............................................................................8-22

Viewing public folders......................................................................8-23

Managing the Deleted folder........................................................... 8-23

Sharing folders....................................................................................8-24

Viewing shared folders.................................................................... 8-26

Deleting shared items .....................................................................8-26

Using the audio controls......................................................................8-27

Importing and exporting Strata CS items............................................8-28

Chapter 9. Using Personal Statuses................................................9-1

About personal statuses........................................................................9-2

The Personal Status button in the status bar.................................... 9-3

Using predefined personal statuses......................................................9-3

Selecting a personal status...................................................................9-5

Modifying a personal status ..................................................................9-6

Creating a custom personal status........................................................9-6

The Personal Statuses folder................................................................9-9

Personal status and your active settings...............................................9-9

Changing your active settings.........................................................9-10

Active settings hierarchy ................................................................. 9-12

Personal status defaults......................................................................9-12

Setting personal status defaults...................................................... 9-13

Changing the personal status of another user....................................9-14

Chapter 10. Using the Extensions List..........................................10-1

Viewing Strata CS extensions.............................................................10-2

Extensions folder tabs..................................................................... 10-3

Extensions folder columns .............................................................. 10-3

Placing calls to an extension...............................................................10-5

Sending an instant message to an extension .....................................10-5

Using instant messaging................................................................. 10-6

Configuring instant messaging options...........................................10-6

Disabling instant messaging ........................................................... 10-6

Changing another user’s personal status............................................10-6

Exporting the Extensions list...............................................................10-6

Chapter 11. Receiving and Handling Calls in ViewPoint .............11-1

Using the Call Monitor folder...............................................................11-2

Automatically sorting new calls.......................................................11-2

Call Monitor folder tabs ...................................................................11-3

Call Monitor folder panes ................................................................ 11-5

Call Monitor folder columns............................................................. 11-5

Displaying the Call Monitor folder automatically .................................11-5

Selecting and acting on a call in the Call Monitor folder..................... 11-6

CONTENTS

Call ownership.................................................................................11-6

Double-clicking calls .......................................................................11-7

Commands while a call is ringing .......................................................11-7

Taking the call ................................................................................11-7

Sending the call to voicemail...........................................................11-7

Grabbing and holding the call .........................................................11-8

Transferring a call without talking to the caller first.........................11-8

Commands while you’re on a call.......................................................11-9

Putting a call on hold.......................................................................11-9

Transferring a call..........................................................................11-10

Recording a call.............................................................................11-12

Playing recorded audio into a call .................................................11-13

Associating a call with a contact ...................................................11-14

Parking a call.................................................................................11-15

Unparking a call.............................................................................11-15

Sending a call to voicemail............................................................11-15

Muting a call ..................................................................................11-16

Playing a caller's name..................................................................11-16

Disconnecting a call while staying on the phone ..........................11-16

Entering an account code for a call...............................................11-16

Viewing a call’s history ..................................................................11-17

Adding notes to a call....................................................................11-17

Preventing certain calls from ringing your phone..............................11-17

Incoming call indicators ....................................................................11-18

Sharing your Call Monitor folder ......................................................11-19

Viewing shared calls......................................................................11-19

Chapter 12. Placing Calls in ViewPoint.........................................12-1

Placing a call.......................................................................................12-2

Placing calls using the Dial bar .......................................................12-2

Using the Place Call To dialog box.................................................12-3

Quick-dialing from ViewPoint folders ..............................................12-6

Camping on a busy user’s extension..............................................12-7

Placing calls using drag-and-drop...................................................12-7

Placing calls by using other contact managers...............................12-7

Using dialing services.........................................................................12-8

Entering phone numbers using various types of dialing service.....12-8

Checking a number .........................................................................12-9

Redialing numbers and returning calls .............................................12-10

Displaying the Call Monitor when you place a call............................12-10

Creating Windows shortcuts to speed-dial a number.......................12-10

Creating conference calls.................................................................12-12

Adding parties to a conference .....................................................12-12

Conferencing multiple active calls together .................................. 12-13

Muting individual conference parties............................................. 12-13

Transferring a conference call.......................................................12-14

Ending a conference call............................................................... 12-14

Supervising other users’ calls ...........................................................12-14

Using the Strata CS or eyeBeam softphones ...................................12-15

Chapter 13. Managing Voice Messages in ViewPoint..................13-1

About managing voice messages in ViewPoint ..................................13-2

The Voicemail folder........................................................................ 13-2

Archiving voice messages and call recordings............................... 13-3

Managing thousands of voice messages or call recordings........... 13-3

Listening to your voice messages and call recordings........................13-4

Listening to a voice message as it is being left............................... 13-4

Handling your voice messages...........................................................13-4

Forwarding a voice message.......................................................... 13-4

Replying to a voice message..........................................................13-5

Calling back the person who left a voice message......................... 13-6

E-mailing a voice message.............................................................13-6

Playing a voice message into a call................................................13-6

Opening the contact record from a voice message........................13-6

Deleting voice messages................................................................13-7

Associating a voice messa g e fro m “U nk no wn ” w it h a c o nt ac t.......13-7

Marking a voice message Unheard ................................................ 13-7

Marking a voice message Urgent or Private................................... 13-8

Adding notes to a voice message...................................................13-8

Managing call recordings....................................................................13-8

Sharing your voice messages.............................................................13-8

Managing your voicemail quota ..........................................................13-9

Setting a maximum length for your voice messages...................... 13-9

Sending a message directly to a user’s voicemail ............................13-10

Knowing when you have new messages..........................................13-11

System tray button ........................................................................13-11

Number in navigation pane...........................................................13-11

Stutter dial tone .............................................................................13-12

Message waiting light....................................................................13-12

New message sound..................................................................... 13-12

E-mail, pager, and call notifications ..............................................13-12

Scheduling notifications ................................................................13-15

Managing greetings...........................................................................13-18

The Greetings folder......................................................................13-19

Greeting hierarchy......................................................................... 13-20

CONTENTS

Recording a new greeting .............................................................13-20

E-mailing a greeting ......................................................................13-20

Playing a greeting into a call .........................................................13-21

Chapter 14. Using the Call Log Folder ..........................................14-1

The Call Log folder .............................................................................14-2

Call Log folder filters........................................................................ 14-2

Call Log folder columns...................................................................14-2

Viewing call details..........................................................................14-5

Viewing a call’s history........................................................................14-7

Taking notes on a Call Log entry........................................................14-8

Associating a call from “Unknown” with a contact ..............................14-8

Returning a call in the Call Log folder.................................................14-8

Entering an account code for a Call Log entry....................................14-8

Opening the contact record from a contact’s call................................14-9

Listening to a recorded call from the Call Log ....................................14-9

Sharing the Call Log...........................................................................14-9

Reporting on the Call Log.................................................................14-10

Exporting the Call Log ......................................................................14-10

Advanced Strata CS Features

Chapter 15. Call Forwarding and Routing Lists...........................15-1

About call forwarding and routing lists................................................15-2

Call forwarding and Where I Am .....................................................15-2

Forwarding calls..................................................................................15-3

Forwarding calls by using the telephone commands......................15-3

Forwarding calls in ViewPoint .........................................................15-3

Receiving forwarded ACD workgroup calls..................................... 15-6

Placing calls at another user’s extension........................................15-6

Call forwarding and voicemail .........................................................15-6

Forwarding calls over Centrex or PBX trunks.................................15-6

Using routing lists ...............................................................................15-7

The Routing Lists folder ..................................................................15-8

Creating a new routing list.............................................................15-10

Handling busy station calls differently than calls not answered....15-14

Routing calls to workgroups..........................................................15-14

Using greetings with routing list final actions ................................15-15

Chapter 16. Managing Contacts and Workgroups .......................16-1

About contact management and Strata CS.........................................16-2

The Contacts folder.............................................................................16-2

Using contacts folders..................................................................... 16-2

Private and public contacts ............................................................. 16-3

Changing double-click behavior......................................................16-3

Using the Index buttons for quick access .......................................16-3

Managing contacts..............................................................................16-4

Entering a new contact....................................................................16-4

Placing calls to your contacts.......................................................... 16-7

Sharing your contacts ..................................................................... 16-7

Teaching Strata CS to recognize your contacts..................................16-7

Identifying contacts by name........................................................... 16-8

Associating a call or Caller ID number with a contact .................... 16-9

Understanding name and number on Caller ID............................ 16-11

Using contact PINs for guaranteed recognition ............................16-11

Opening contacts from within other folders.......................................16-12

Using contacts in another contact manager......................................16-12

Using the Strata CS Contact Manager Assistant..........................16-13

Importing contacts from other contact managers into Strata CS.. 16-13

Using workgroups .............................................................................16-13

Personal and public workgroups...................................................16-15

The Workgroups folder.................................................................. 16-15

Creating a workgroup.................................................................... 16-15

Having a workgroup appear as an Extensions tab....................... 16-16

Chapter 17. Using Call Rules..........................................................17-1

About call rules....................................................................................17-2

Call Rules overview......................................................................... 17-2

Examples of how you can use call rules......................................... 17-3

The Call Rules folder..........................................................................17-3

Creating a new call rule.......................................................................17-4

Combining caller and schedule conditions ..................................... 17-5

Setting caller conditions .................................................................. 17-5

Setting schedule conditions ............................................................17-6

Selecting how a call rule handles a call .......................................... 17-8

Enabling or disabling a call rule ..........................................................17-8

Choosing the priority of a call rule.......................................................17-9

How Strata CS resolves call rule setting conflicts...........................17-9

Ignoring all call rules .........................................................................17-10

CONTENTS

Chapter 18. Customizing ViewPoint..............................................18-1

About customizing ViewPoint .............................................................18-2

Guide to the Options dialog box......................................................18-2

Customizing telephone behavior ........................................................18-5

Specifying your phone type.............................................................18-5

Recording a voice title.....................................................................18-5

Changing the language of telephone command prompts...............18-6

Customizing or turning off call announcing.....................................18-6

Customizing or turning off call waiting.............................................18-8

Displaying Caller ID on a phone......................................................18-8

Turning ringback for calls on hold on and off..................................18-9

Changing your personal Operator...................................................18-9

Customizing your listing in the dial-by-name directory ...................18-9

Customizing how long your phone rings.......................................18-10

Changing ring patterns..................................................................18-11

Enabling and disabling hands-free answering..............................18-11

Enabling and disabling voice-first answering................................18-12

Customizing your hold music ........................................................18-12

Configuring a digital feature phone................................................... 18-13

Customizing incoming call behavior .................................................18-16

Customizing ISDN outbound Caller ID .............................................18-17

Customizing SIP accounts................................................................18-19

Customizing voice message behavior..............................................18-20

Turning off stutter dial tone ...........................................................18-20

Enabling a message waiting light..................................................18-20

Setting voice message playback order.........................................18-20

Playing a sound when a new message arrives.............................18-20

Customizing ViewPoint for Operators............................................... 18-21

Customizing the ViewPoint display...................................................18-22

Showing or hiding ViewPoint window elements............................18-22

Defining double-click behavior in the Contacts folder...................18-22

Customizing columns....................................................................18-22

Changing the font of a ViewPoint folder........................................18-24

Changing how names are displayed.............................................18-24

Hiding and showing toolbar buttons in a folder.............................18-24

Enhancing ViewPoint with Add-ins...................................................18-25

Managing Add-ins .........................................................................18-25

Using the Reverse Phone Number Lookup sample Add-in..........18-26

Using the Desktop Alert Add-in.....................................................18-26

Using the Strata CS Instant Messaging Add-in ............................18-28

Other customization options.............................................................18-29

Appendices

Appendix A. Telephone Commands Quick Reference..................A-1

Call announcing commands................................................................. A-1

Call handling commands...................................................................... A-2

Quick call commands........................................................................... A-3

Quick call commands for call center agents.....................................A-5

Voicemail/Account menu......................................................................A-6

Logging on.........................................................................................A-6

Logging on from a remote location ...................................................A-6

Voicemail/Account menu commands................................................A-7

Appendix B. Working as an Agent in a Call Center Queue ..........B-1

Whether this chapter applies to you..................................................... B-2

Starting and ending your shift, and taking breaks................................ B-2

Starting your shift ..............................................................................B-2

Ending your shift................................................................................B-3

Taking a break...................................................................................B-3

What call center agents need to know to get the job done .................. B-3

Working at different phones.................................................................B-4

Signing in and out of a queue.............................................................. B-5

To sign in or out of a queue ..............................................................B-5

Seeing whether you are signed in or out of a queue........................B-5

Receiving and handling queue calls..................................................... B-6

Viewing your position in the queue ...................................................B-6

Being monitored or coached by a supervisor ...................................B-6

Using the Call Monitor tabs...............................................................B-7

Wrap-up time.....................................................................................B-8

Viewing queue activity.......................................................................B-8

Placing calls from a queue................................................................... B-8

Determining whom you are calling as...............................................B-9

Popping up caller information...............................................................B-9

Working remotely.................................................................................B-9

Appendix C. Supervising a Call Center Queue..............................C-1

About supervising queues in ViewPoint...............................................C-2

Exempting supervisors from receiving queue calls ..........................C-2

Viewing current queue calls.................................................................C-2

Monitoring queue statistics...................................................................C-3

Viewing queue statistics in the Queue Monitor folder.......................C-3

When statistics are reset.................................................................C-12

When statistics are refreshed..........................................................C-12

CONTENTS

About agents’ personal status and state........................................ C-13

Monitoring the position of agents in the queue.............................. C-13

Monitoring queue statistics using the phone.................................. C-16

Supervising other agents’ calls.......................................................... C-16

Viewing when agents are being monitored.................................... C-17

Managing agents’ status.................................................................... C-18

Signing agents in or out of a queue ............................................... C-18

Changing an agent’s personal status............................................. C-19

Managing a queue’s voice mailbox.................................................... C-20

Managing queue voice messages on the telephone..................... C-20

Appendix D. Working as an Agent in an ACD Workgroup ........... D-1

About participating in an ACD workgroup............................................ D-2

Use of the Strata CS ViewPoint....................................................... D-2

Marking yourself ready and unavailable.............................................. D-2

Using the Call Monitor ......................................................................... D-3

Receiving a call.................................................................................... D-3

Placing ACD workgroup calls .............................................................. D-4

Taking a break..................................................................................... D-4

Listening to the ACD workgroup’s voicemail ....................................... D-4

Viewing the ACD workgroup’s contacts and Call Log.......................... D-4

Appendix E. Using the Strata CS Archived Recording Browser . E-1

Running the Archived Recording Browser............................................E-1

Searching for recordings.......................................................................E-2

Starting a new search........................................................................E-2

Saving your current search ...............................................................E-8

Loading a saved search....................................................................E-8

Managing individual recordings............................................................E-8

Acting on archived call recordings........................................................E-9

Checking the archive for missing audio files.......................................E-11

Purging archived recordings...............................................................E-11

Importing a recording archive from Strata CS 6.x...............................E-12

Appendix F. Using the Strata CS H.323 SoftPhone........................F-1

About the Strata CS H.323 SoftPhone .................................................F-2

Recommended USB phones ............................................................F-2

SoftPhone requirements....................................................................F-3

Defining the Strata CS SoftPhone as your external station..................F-3

Using the Strata CS SoftPhone............................................................F-4

Starting the Strata CS SoftPhone .....................................................F-4

Showing the SoftPhone keypad window...........................................F-5

Placing a call with the SoftPhone......................................................F-5

Exiting the SoftPhone........................................................................F-5

Configuring the Strata CS SoftPhone .................................................. F-5

Adjusting microphone and speaker volume......................................F-6

Setting preferences...........................................................................F-6

Setting call restrictions ......................................................................F-6

Keeping the keypad window always on top......................................F-7

Using the stand-alone SoftPhone ........................................................ F-7

Configuring the stand-alone SoftPhone............................................F-7

SoftPhone notes................................................................................... F-8

Appendix G. Using the eyeBeam SIP softphone...........................G-1

About the eyebeam SIP softphone ......................................................G-2

Recommended USB phones ........................................................... G-2

Before installing the eyeBeam softphone.............................................G-3

Installing and configuring an eyeBeam SIP softphone.........................G-3

Launching the eyeBeam softphone......................................................G-6

Using eyeBeam with Strata CS............................................................G-7

Appendix H. Logging On with Command-Line Switches .............H-1

Using the /station command .............................................................H-2

Appendix I. Reporting Problems.......................................................I-1

Using the Problem Report Wizard..........................................................I-1

Reporting a problem that involves a specific call............................... I-2

Reporting other problems................................................................... I-2

Index ...................................................................................................I-1

CONTENTS

Getting Started

CHAPTER 1

INTRODUCING STRAT A CS

CHAPTER CONTENTS

About Strata CS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Accessing Strata CS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Feature comparison table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Getting technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Strata CS documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

About Strata CS __________________________________________

Toshiba’s award-winning Strata CS phone system integrates your telephone and computer to make your telephone a much more powerful tool. You can manage your calls and voicemail by using either your telephone or the Strata CS ViewPoint program, which runs on your computer. Strata CS dramatically expands the ways in which you can place and receive phone calls.

This manual describes how to use the Strata CS telephone commands and ViewPoint application. Most ViewPoint instructions also apply to using ViewPoint Web Access.

For instructions on installing Strata CS ViewPoint, see Strata CS Installation & Maintenance

Manual. For instructions on performing administrative Strata CS functions, see Strata CS Administrator Manual.

Accessing Strata CS ______________________________________

You can access Strata CS by:

Q Using the telephone Q Using the Strata CS ViewPoint application Q Using Strata CS ViewPoint Web Access Q Using the TAPI Service Provider and the CMA (Contact Manager Assistant)

Using the telephone

Strata CS provides a sophisticated system of voice-guided menus that enable you to access most Strata CS features by using the telephone commands on your telephone keypad. You can press

# at the dial tone, log on, and then follow the voice prompts to listen to your voicemail, forward

your calls, record greetings, and so on. When you are on a call, you can press call on hold and then follow the prompts to transfer calls, set up conference calls, and perform other call-handling tasks.

Flash to put the

1-2

For details about how to use the telephone commands, see Chapter 3 through Chapter 6. For a summary of the telephone commands, see Appendix A.

Using the Flash command

Flash is a command you select using your telephone. Most phones have a Flash button. If yours does not, you can do a Flash command by pressing and releasing the hook briefly.

Using the Strata CS V iewPoint application

Strata CS ViewPoint gives you access to all of Strata CS’s features in an easy-to-use Windows interface. With ViewPoint you can point and click to play voice messages, place and receive calls, manage multiple active calls, access contacts and users, and so on.

For details about how to use ViewPoint, see Chapter 8 through Chapter 18. For ViewPoint requirements, see Strata CS Installation & Maintenance Manual.

Using Strata CS V iewPoint W eb Access

If your Strata CS system administrator has installed Strata CS Web Services, you can access an HTML version of ViewPoint—called ViewPoint Web Access—by using your Web browser. ViewPoint Web Access lets you use Strata CS from any remote location that has Internet access and from Macintosh and UNIX computers. Most features of Strata CS ViewPoint are available in ViewPoint Web Access. You can listen to your voicemail, manage contacts, check your Call Log, customize your Strata CS account, and so forth.

To use ViewPoint Web Access, ask your Strata CS system administrator for the Web address to enter in your browser. In most cases, the instructions in this manual also apply to ViewPoint Web Access. You can also use ViewPoint Web Access’s context-sensitive online Help for specific instructions about a ViewPoint Web Access folder.

See “Using ViewPoint from any web browser” on page 8-2.

Using the TAPI Service Provider and the CMA

If you make extensive use of contact management applications or customer relationship management software such as Microsoft Outlook, GoldMine or GoldMine FrontOffice 2000, or Interact Commerce Corporation’s Act!, you can install the TAPI Service Provider and place Strata CS calls to contacts from those applications. You do not need to have Strata CS ViewPoint installed on your computer to use the TAPI Service Provider.

The TAPI Service Provider links your contact management applications to your Strata CS phone, just as Strata CS ViewPoint is linked to your phone. After the TAPI Service Provider is installed, you can use your contact manager application’s Place Call feature to call its contacts using your Strata CS phone. Ask your Strata CS system administrator to install the Strata CS TAPI Service Provider, and then follow the instructions in your contact manager application for placing calls.

You can also install the Strata CS CMA (Contact Manager Assistant) and receive screen-pops for calls that show the name, the Caller ID, and the time of day of the call.

You do not need to have Strata CS ViewPoint installed on your computer to use the CMA.

Note: With Act!, you can receive screen-pops without installing the CMA.

For instructions on how to use the TAPI Service Provider and the Contact Manager Assistant, see their online Help.

CHAPTER 1. INTRODUCING STRATA CS 1-3

Feature comparison t able __________________________________

The following table shows the major features that are available in Strata CS. If your Strata CS system does not include some of these features, your Strata CS system administrator might have made them unavailable to you.

ViewPoint

Feature Phone ViewPoint

Managing voice messages Yes Yes Yes No

Web

Access

CMA

Placing, receiving, and handling calls

Managing participants in conference calls

Managing contacts No Yes Yes Yes Call announcing of contacts Yes Yes Yes No Screen-pops for incoming calls N/A Yes No Yes Managing workgroups No Yes Yes No Viewing the Extensions list No Yes Yes No Viewing the Call Log No Yes Yes No Recording greetings Yes Yes Yes No Forwarding calls Yes Yes Yes No Managing routing lists No Yes Yes No Managing call rules No Yes Yes No Changing active greeting Yes Yes Yes No Changing active routing list No Yes Yes No Managing personal statuses No Yes Yes No Changing personal status Yes Yes Yes No

Yes Yes Yes Some

No Yes No No

Customizing options Some Yes Yes No

Getting technical support __________________________________

Contact your Strata CS system administrator for technical support. For information on how to report problems, see Appendix I.

You can get help through Strata CS documentation as described in the next section.

1-4

Strata CS document ation__________________________________

Strata CS provides documentation in several easy-to-access online formats that provid e the benefits of instant hypertext navigation. This section describes the different Strata CS documents and how to access them in various formats.

Ordering printed documentation

You can order printed versions of most Strata CS documents. To do so, contact your Strata CS provider.

The Strata CS documentation set

The following table describes the Strata CS documents and the formats in which each is available. See the next section for instructions on using each format.

Document Audience

Strata CS Installation & Maintenance Manual

This manual covers the requirements and installation process for upgrades and fresh installations, and describes how to order telephone company services, add licenses, configure advanced settings, and troubleshoot problems.

Installing Intel Telephony Components

This manual covers the requirements and installation process for upgrades and fresh installations, and describes how to change hardware and troubleshoot problems.

Strata CS Administrator Manual

This manual describes setting up, managing and monitoring your Strata CS system, including using the Strata CS Administrator to configure system settings, trunks, stations, users, call routing, IP telephony, and more.

Strata CS User Guide for ViewPoint

This manual covers how to use the Strata CS system, including the telephone commands, Strata CS ViewPoint, ViewPoint Web Access, working from remote locations, call center participation, and more.

Available

in print

Administrators

and Strata CS

providers

Administrators

and Strata CS

providers

Administrators Yes Yes

All audiences Yes Yes

Yes Yes

Acrobat

PDF

CHAPTER 1. INTRODUCING STRATA CS 1-5

Document Audience

Strata CS Quick Reference Guide

This small guide provides easy-to-read instructions for first-time users and basic Strata CS use, including a complete telephone command reference and coverage of ViewPoint fundamentals.

Strata CS Call Center Administrator Guide

This manual describes configuring, maintaining, supervising, and participating in a Strata CS call center. Contains separate sections for administrators and agents. Includes instructions for running call center queues, ACD workgroups, and Strata CS call center reports.

Strata CS SDK and API Programming Guide

This reference describes how to extend Strata CS's built-in features using the Client API, the Add-in API, the IVR Plug-in API, the Device Status API, and TAPI.

Available

in print

All audiences Yes Yes

Administrators Yes Yes

Programmers Yes Yes

Acrobat

PDF

1-6

Strata CS Quick Reference Card

This wallet-sized card is a convenient reference for the most-used Strata CS telephone commands.

Strata CS DKT User Guide

This reference describes, in detail, how to use the Strata CS telephone commands.

All audiences Yes Yes

Accessing online documentation

You can access Strata CS’s online documentation in the following formats.

Online Help

From any Strata CS application window, you can press F1 or click Help to get context-sensitive Help describing the window and its individual fields. For overviews of features, see the HTML or PDF books, not the online Help.

Adobe Acrobat PDF books

The .PDF versions of Strata CS manuals are the same files that Toshiba sends to be professionally printed, and can be used for your own printing or browsing. They are available on the Strata CS Master CD in the Adobe Acrobat Reader, available on the Strata CS Master CD in the

\Manuals

directory. To view and print these files, use the

\Adobe

directory.

CHAPTER 1. INTRODUCING STRATA CS 1-7

CHAPTER 2

RECORDING YOUR VOICE TITLE AND

OICEMAIL GREETING

CHAPTER CONTENTS

About creating your voice title and voicemail greeting . . . . . . . . . . . . . . . . . . . . 2-2

Recording your voice title . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Recording your voicemail greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

About creating your voice title and voicemail greeting __________

This chapter explains how to create your voice title, create your voicemail greeting, and manage your greetings using the phone.

When you first begin to use Strata CS, create the following two recordings:

Q Your voice title (your name) Q Your voicemail greeting (what callers hear when they reach your voicemail)

You can rerecord these recordings at any time.

Note: Your Strata CS system administrator may have created these recordings for you already,

but you can create new ones in your own voice.

Recording your voice title__________________________________

Your voice title is a short recording of your name only. By default Strata CS plays it when the following events occur:

Q Callers dial your extension or are transferred to you (callers hear “Transferring to” +

<voice title>).

Q Callers look you up in a name search in the dial-by-name directory (callers hear “For” +

<voice title> + “press 1”).

Q You call another Strata CS user (the user that you are calling hears “Call from” + <voice

title>).

Q You leave a voice message for another Strata CS user (your voice title precedes the

message).

If you do not record a voice title, you might be prompted to say your name when you call another Strata CS user who has call announcing turned on (see “Call announcing” on page 4-2).

Important: Your voice title can contain other information, such as your company or title, but it

should not be a long recording. Strata CS plays your voice title in the middle of recorded sentences, so a long voice title can cause confusion.

2-2

To record a voice title on the phone

1. Pick up your phone and press #. log on to your account by entering <your extension>

# <your password> #

2. Press 6 2 to manage your voice title.

3. Press 1 to record a new voice title. Say your name and then press # immediately

afterwards to eliminate silence.

For instructions on how to record a voice title in ViewPoint, see “Recording a voice title” on page 18-5.

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