Toshiba Strata CTX User Manual

0 (0)

Telecommunication Systems Division

September 2002

CTX Attendant Console

User Guide

Digital Business Telephone Systems

Publication Information

Tosh ib a A mer ica Information Systems, Inc.,

Telecommunication Systems Divisi on , reserves the right,

without prior notice, to revise this information publication for

any reason, including, but not limi te d to , ut iliz a ti on of ne w

advances in the state of technical arts or to simply change the

design of this document.

Further, Toshiba America Information Systems, Inc.,

Tele commu nica ti on Sy st ems Divis ion , also r es erv es t he r igh t,

without prior notice, to ma ke such changes in equipment

design or components as engi neering or manufacturing

methods may warrant.

CTX-UG-ATCON-VA

4016223

Version A.1, Sep te m be r 2002

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

copyrights hereon, may be reproduced in any form or by any

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Stratagy is a regist ered trademark of Toshiba America

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Toshiba America Information Systems, Inc.

Telecommunication Systems Division

9740 Irvine Boulevard

Irvine, California 92618-1697

United States of America

TSD 081601

5932

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

Limited Warranty

Toshiba America Information S ys tems, Inc., (“TAIS”) warrants that:

• The CTX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery

by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and

workmanship for twelve (12) months after delivery.

• And that the Toshiba telephone equipment (except for fuse s, lam ps, and other consumables) will, upon delive ry by TAIS or

an authorized TAIS dealer to a retail customer in new condition, be free from defects in material an d w orkmanship for

twenty-four (24) mont hs 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 equi pment is installed or used in co mbination or in

assembly with products no t supp li ed by TAIS and which are not compatible or are of inferior quality, design, or performance.

The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligatio n w ith respect to the

equipment, is the repa ir or re pl acement by TAIS or its authorized dealer of such defect ive or missing parts as are causing the

malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such

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thirty (30) days after such malfu nct ion, whichever first occurs.

Under no circumstances will the retail customer or any user or dealer or other person be ent it led to any direct, special, indir ect,

consequential, or exemp la ry da m age s, for bre ac h of c ontract, tort, or otherwise. Under no ci rcumstances will any such person be

entitled to any sum greater tha n the purchase price paid for th e it e m of equipment that is malfunctioning.

To obtain service under this warranty, the retail customer must bring the malfunction of the machi ne to th e attention of one of

TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty ( 30) da ys after such malfunction,

whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time

results in th e customer being not entitled to warran ty service.

THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR

TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES,

EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR

PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or

extension is effective unless it is in writing and signe d by the vice president and general ma na ge r, Telecommunication Systems

Division.

Strata CTX Attendant Console 08/02 i

Introduction

Conventions ........................................................................................................................iv

Related Documents/Media...................................................................................................v

Chapter 1 – The Grand Tour

Attendant Keys.....................................................................................................................3

Numeric Keypad...............................................................................................................3

Special Function Keys......................................................................................................4

Function and Volume Keys..............................................................................................5

Views and Controls..............................................................................................................6

Call Monitor View............................................................................................................6

Menu Bar..........................................................................................................................7

Toolbars............................................................................................................................7

Info Bar.............................................................................................................................8

Status Bar..........................................................................................................................8

Chapter 2 – Call Processing

Login....................................................................................................................................9

Answering a Call (Incoming Call)............................................................ .........................10

Releasing a Call .................................................................................................................11

Making a Call................................................................................... ......... ......................... 1 2

Call Completion..............................................................................................................13

BLF/DSS Dialing............................................................................................................14

Directory Dialing............................................................................................................16

Hold....................................................................................................................................17

Contents

Chapter 3 – User Directory

ii Strata CTX Attendant Console 08/02

Call Transfer ......................................................................................................................18

Blind Transfer.................................................................................................................18

Conference Calls................................................................................................................19

Joining and Splitting a Call.............................................................................................19

Switching Between Source and Destination Parties.......................................................20

Message Waiting................................................................................................................20

Paging ................................................................................................................................22

Call Pickup.........................................................................................................................23

Call Door Phones...............................................................................................................24

Door Unlock.......................................................................................................................25

Call Park.............................................................................................................................26

Status..................................................................................................................................27

Messages Tab.....................................................................................................................29

Contacts Tab ......................................................................................................................31

Chapter 3 – User Directory

User Directory Dialog........................................................................................................35

Chapter 4 – Control Panel

Control Panel View............................................... .............................................................38

Status Tab .......................................................................................................................39

Feature Keys Tab ............................................................................................................41

Chapter 5 – Administration

Administration View..........................................................................................................44

Admin Tab......................................................................................................................44

Primary/Alternate Tab....................................................................................................46

User & Dept. Tab............................................................................................................47

Backup Log Files...............................................................................................................48

Appendix – Call List........................................................................................................49

Index ......................................................................................................................................51

Strata CTX Attendant Console 08/02 iii

Introduction

This guide is designed to provide instructions for the Strata CTX Attendant Console

connected to Toshiba’s Strata CTX system. It provides step-by-step instructions on

how to use the features and buttons of the Attendant screens.

This user guide is divided as follows:

• Chapter 1 – The Grand Tour includes information on the CTX Attendant

Console keyboard, the Main Menu, Toolbar, and other features for the Console.

• Chapter 2 – Call Processing explains how to perform the most commonly-used

features, including answering, calling, and transferring calls.

• Chapter 3 – User Di rectory explains how the Attendant can view and make

changes to the user directory that lists employees and groups.

• Chapter 4 – Control Panel provides descriptions and instructions for making

console settings. These settings include the console Night Transfer Mode, Setting

System Date and Time, Call Forwarding, Call Overflow and other settings

affecting how calls are handled during or after your shift.

• Chapter 5 – Administration describes various administrative features which

affect the consol e’s capabilities.

• Appendix – Call List describes call status terms and reasons that appear in the

Call List vi ew.

Introduction

Conventions

iv Strata CTX Attendant Console 08/02

Conventions

Conventions Description

Note

Elaborates specific items or references other information.

Within some ta bles, general notes apply to the ent ire table and

numbered notes apply to specific items.

Important!

Calls attention to important instructions or information.

Extension Number

Press to an swer a call to the Extension Number. Each station

can have multiple extension buttons. Incomi ng calls ring the

extension button(s) from the top down. For example, station

10’s extensions ring 10-1 first, then 10-2, 10-3, and 10-4. A

station is considered busy when all extensions are being used.

Note The naming conventio n for DKT assignments within

T oshiba is Direc tory Numbers. For cl arity and ease of

understanding, the terms Extension Number and

Phantom Extension Number will be used in this

document in lieu of PDN and PhDN.

$ULDO%ROG

Represents keys on the keyboard.

shows a multiple PC keyboard or telephone button entry.

Entries without spaces between them show a simultaneous

entry.

Example:

Delete+Enter.

Entries with spaces between them show a sequential entry.

Example:

 + .

Tilde (~) Means “through.” Example: 350~640 Hz frequency range.

➤

Denotes the step in a one-step procedure.

➤

Denotes a procedure.

Start > Settings > Printers Denotes a progression of buttons and/or menu options on the

screen you should select.

Introduction

Attendant Keys

Strata CTX Attendant Console 09/02 3

Attendant Keys

Numeric Keypad

PC KEY ATTENDANT KEY DESCRIPTION

Minus (–)

+ROG5HWULHYH

Hold or Retrieve a call

Plus (+)

$QVZHU

7UDQVIHU%OLQG

Answer or Blind Transfer.

Enter

5HOHDVH

7UDQVIHU6XSY

Release or S upervised Transfer.

Del 7UDQVIHUWR90 Voice Mail Transfer.

Del

Num

Lock

Home

Pg Up

Hold/

Retrieve

—

Answer

Transfer

(Blind)

Release

Transfer

(Supv.)

Enter

End

Ins

Pg Dn

DEF

MNO

WXY

ABC

JKL

TUV

GHI

PRS

456

Transfer

to VM

6204

Some keys have m ultiple

functions.

For example, press this

key to Answer a call.

Then, you can press this

key to Blind Transfer the

call.

The Grand Tour

Attendant Keys

4 Strata CTX Attendant Console 09/02

Special Function Keys

PC KEY ATTENDANT KEY DESCRIPTION

INSERT 'LDO

Brings up the dial menu (you can then use the arrow

keys to select a dialing option).

Pg Up

1H[W7DE

Navigation tool that starts with the Call List View, then

moves from tab to tab. (See “Tabs” in the Call Monitor

View shown on page 6.)

Del

6RXUFH Connects to the source party.

End

-RLQ6SOLW

Joins calls in a conference call; splits three-way

conference.

Pg Dn

'HVW Connects to the destination party.

Dial

Insert Home

Tab

Pg Up

Source

Del

Join/

Split

End

Dest

Pg Dn

6205

The Grand Tour

Attendant Keys

Strata CTX Attendant Console 09/02 5

Function and Volume Keys

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

stickers. These are for frequently used features that you can program onto keys

)~), such as Page, Call Pickup, Park, Park Page, and Door Unlock. See

“Feature Keys Tab” on page 41.

PC KEY ATTENDANT KEY DESCRIPTION

+HOS

Displays the help topic.

F11

9RO8S

Increases the handset or the ringer volume.

F12

9RO'Q

Decreases the handset or the ringer volume.

RROW KEYS DESCRIPTION

Navigates upward to different entries.

'RZQ

Navigates downward to different entries.

/HIW

Navigates to the left.

5LJKW

Navigates to the right.

Help

Vol Up

F11

Vol Dn

F12

6310

Right

Left

Down

6334

The Grand Tour

Views and Controls

6 Strata CTX Attendant Console 09/02

Views and Controls

The View Pane contains icons for Call Monitor, User Directory, Control Panel, and

Administration views. Clicking an icon activates the corresponding work area view.

Call Monitor View

This view is used for controlling calls. It lists all current calls and has a toolbar for

easy call control. The bottom portion of the screen has tabs for changing the lower

window to items important to the Attendant. (See the window shown below).

6125

Tabs

Status Bar

Menu Bar

View

Pane

Info Bar

To olba r Icons

Call List

Call Status

icons

Call Attributes

(See Appendix

for definitions)

The Grand Tour

Views and Controls

Strata CTX Attendant Console 09/02 7

Menu Bar

The menu bar for the CTX Attendant consists of the Console, Call, Directory,

Statistics, Messages, View, and Help menus.

Toolbars

The toolbar contains icons for call handling (shown below). It is another option for

performing many of the keyboard or menu functions. The icon name appears when

you place your cursor over a icon.

Call Handling Toolbar Icons

Optional Toolbar Icons

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

Dial

Dial drop-

down menu

Release

Answer

Consult Transfer

Blind

Transfer

Hold

Join

Voice Mail

Transfer

Source

Destination

Split

6311

Paging

Park

Add New

User

Set Msg

Waiting

Pickup

Door

Phone

Click arrows

for menu

options

Cancel Msg

Waiting

Reconnect

Database

Backup

Log Files

6312

Unlock

Door

The Grand Tour

Views and Controls

8 Strata CTX Attendant Console 09/02

Info Bar

The Info Bar is on the top of Call List View. The Info Bar displays the number of

incoming calls at the moment, LCD message and the last Park Orbit number.

Status Bar

This provides a quick overview of the console’s status settings on the bottom of your

screen.

For more information on status definitions and changing the status, see “Status” on

page 27.

Position

Active/

Busy

Day, Day2,

Night Mode

Overflow

On/Off

Call

Forward

Administrative

function

Database Link

Information. Blank

means the link is

working.

Time

6195

Strata CTX Attendant Console 09/02 9

Call Processing 2

Many of the calling features in this chapter take advantage of the “hot” keyboard.

When you start typing the name or exte nsion number of an i ndivid ual, the Strata CTX

Attendant Console begins the dialing process or searches for a match in the directory

for the person being dialed.

Important!

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

keyboard for all PC operations when the console is running. (When the console

is in Position Busy, it is still running.)

• When the Attendant Console software is not running, the DKT3001 telephone

can be used for regular calling. Calls intended for an Attend ant when the

software is not running will follow the Alternate Destination programmed in

Strat a CTX. Only calls direct ed to t he DKT’s primary extens ion numbe r will ring

the phone.

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

while using the headset.

Login

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

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

...or select Start > Programs > Strata CTX Att endant > Strata CTX Attendan t

Console.

2. Se le ct User ID.

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

Call Processing

Answering a Call (Incoming Call)

10 Strata CTX Attendant Console 09/02

Answering a Call (Incoming Call)

➤ To answer the highest ringing call,

press

$QVZHU(+) key on the

keyboard

...or click the

$QVZHU icon

...or double click on the entry.

Once a call is answered, that call is marked with the

6RXUFH&DOO icon and

is colored green while c onnected to t he Attendan t.

Del

Num

Lock

Home

Pg Up

Hold/

Retrieve

—

Answer

Transfer

(Blind)

Release

Transfer

(Supv.)

Enter

End

Ins

Pg Dn

DEF

MNO

WXY

ABC

JKL

TUV

GHI

PRS

456

Transfer

to VM

6204

+ROG

5HWULHYH

5HOHDVH

7UDQVIHU

(Supervised)

$QVZHU

7UDQVIHU

(Blind)

7UDQVIHUWR9RLFH0DLO

Press the Answer key.

The highest ringing

call is answered.

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