Toshiba Strata DK PC Attendant Console User Manual

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Telecommunication Systems Division

Digital Business Telephone Systems

PC Attendant Console

User Guide

May 2000

Publication Information

To shiba America Informati on Sys tems, Inc., Te lec ommunication Systems Division, reserv es th e ri g ht , 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 ar ts or to simply change the design of this document.

Further, Tos h iba America Inform ation Systems, Inc., Telec ommunication Syste ms Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

D42-UG-PC-ATTVB

Version B.1, May 2000 Version B, November 1998 Version A, March 1997

All rights reserved. No part of thi s ma nual, covered by the copyrights hereon, may be reproduced in any form or by an y means—graphic, elect roni c, 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. Trademark s , registered tra de marks, and service ma rk s ar e the

property of th eir respective owners.

Introduction

Organization...................................................................................................................... vii

How to Use This Guide....................................................................................................viii

Conventions ........................................................................................................................ix

Related Documents and Media...........................................................................................xi

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..........................................................................................................................9

Incoming Call Display......................................................................................................9

Active Call Area...............................................................................................................9

Loop-Hold Display.........................................................................................................10

User Buttons...................................................................................................................10

DSS/BLF Station Directory............................................................................................10

Keyboard Navigation.........................................................................................................11

Mouse Navigation..............................................................................................................12

On-line Help.......................................................................................................................12

Strata DK PC Attendant Console 5/00 i

Contents

Chapter 2 - Console Controls

Chapter 2 – Console Controls

Night Transfer....................................................................................................................14

Automatic Night Transfer..................................................................................................16

Position Busy.....................................................................................................................17

Console Overflow..............................................................................................................18

Background Music Over External Speakers......................................................................19

Privacy ...............................................................................................................................19

Privacy Release ..................................................................................................................20

Call Forward ......................................................................................................................20

Internal Call Forward........................................................... ...........................................20

External Call Forward.....................................................................................................22

Call Forward Fixed.........................................................................................................23

Line Group Restrictions.....................................................................................................24

Timed Reminders...............................................................................................................25

Date and Time....................................................................................................................26

Volume Control .................................................................................................................27

Chapter 3 – Basic Calling

Incoming Calls...................................................................................................................30

Incoming Call Types.......................................................................................................31

Answered Call Options...................................................................................................32

Transferring Calls ..............................................................................................................34

Taking Notes About a Call.............................................................................................38

Using Department Search with Call Transfer.................................................................39

Voice Mail .........................................................................................................................40

Placing Calls ......................................................................................................................42

Voluntary Account Codes..................................................................................................44

Calling Options..................................................................................................................45

Setting or Cancelling Automatic Callback.....................................................................46

Busy Override and Off-Hook Call Announce (OCA)....................................................47

Dialing for Others..............................................................................................................48

Dialing a Number for a Caller........................................................................................48

Performing Through Dialing for a User .........................................................................49

Conference Calls................................................................................................................50

ii Strata DK PC Attendant Console 5/00

Chapter 4 - Advanced Calling

Creating a Three-way Call or Joining Two Calls...........................................................50

Adding a Station to Create a Conference Call................................................................51

Adding a CO Line to Create a Conference Call.............................................................52

Call Splitting (Split/Switch)...............................................................................................53

Trunk-to-trunk Connections...............................................................................................54

Call Supervision.................................................................................................................56

Chapter 4 – Advanced Calling

Speed Dial...................................................................... ......... ...........................................58

Speed Dial Special Function Codes................................................................................59

Using Speed Dial Numbers ............................................................................................60

Paging ................................................................................................................................61

Emergency Page.................................................................................................................62

Opening Door Locks..........................................................................................................62

Using Door Phones............................................................................................................63

Last Number Redial...........................................................................................................64

Saved Number Redial............................................................................... .........................65

Call Pickup.........................................................................................................................66

Call Park.............................................................................................................................67

Call Park and Page.............................................................................................................68

Auto Park/Page ..................................................................................................................70

Setting Auto Park............................................................................................................71

Abandoned Calls................................................................................................................72

Alarm Reset .......................................................................................................................73

Contents

Chapter 5 – Directory

Adding/Deleting Entries into the Directory.......................................................................76

Directory Settings..............................................................................................................78

Directory Find.................................................................................................................79

Chapter 6 – Message Center

Taking a Message ..............................................................................................................82

Taking a Message for a Holding/Recalling Party..............................................................84

Retrieving a Message from the Message Center ............................................................85

Strata DK PC Attendant Console 5/00 iii

Contents

Chapter 7 - View Menu

Message Waiting Indications Sent.....................................................................................86

Console Message Waiting Light........................................................................................88

Creating LCD Messages....................................................................................................89

Preprogrammed Messages..............................................................................................89

Sending LCD Messages..................................................................................................91

Advisory Message ............................................. ......... ......... ...........................................93

Chapter 7 – View Menu

Tool Bar ............................................................................................................................96

Status Bar

Call Statistics...............................................................................................................96

Chapter 8 – Administration

Password..........................................................................................................................100

Console Settings Options.................................................................................................101

Automatic Dialing ........................................................................................................101

Activate On Incoming...................................................................................................101

Multiple Attendants......................................................................................................101

Automatic Hold ............................................................................................................101

ANI Display On............................................................................................................102

Default Transfer............................................................................................................102

Changing Console Settings...........................................................................................102

Set an Account Code Length........................................................................................103

Assign a [DN] for Voice Mail and Quick Messages....................................................103

Storing Voice Mail ID codes........................................................................................104

CO Line Names................................................................................................................104

Changing CO Line and Line Group Names.................................................................104

Setting a Default Line or Line Group...........................................................................106

User Buttons.....................................................................................................................106

System Codes...................................................................................................................108

DISA Security Code.....................................................................................................108

Traveling Class Code....................................................................................................110

Toll Restriction Override Codes...................................................................................111

Verified Account Codes ...............................................................................................111

iv Strata DK PC Attendant Console 5/00

Contents

Chapter 8 - Administration

Answer Prompts................................................................................................. ......... .....112

DNIS Prompts...............................................................................................................113

Change Station User Name..............................................................................................117

Door Phone Button Labels...............................................................................................118

Door Unlock Button Labels.............................................................................................118

Paging Button Labels.......................................................................................................119

Printer Setup.....................................................................................................................120

Appendix............................................................................................................................121

Windows Operations........................................................................................................121

Windows Controls ...........................................................................................................123

Change the Screen Colors.............................................................................................123

Setup Easy Application Switching ...............................................................................123

Change the Keyboard Repeat Speed.............................................................................123

Change the Mouse Speed..............................................................................................123

Index.....................................................................................................................................127

Strata DK PC Attendant Console 5/00 v

Contents

Chapter 8 - Administration

vi Strata DK PC Attendant Console 5/00

Introduction

This guide provides instructions for operating a Strata DK PC Attendant Console for

Microsoft® Windows® working with following Strata DK Systems. These sy stems include all processors except the RCTUA, for the following:

♦ DK280 ♦ DK424i and 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 i nformat ion o n t he PC At tenda nt Cons ole

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 instructi ons f or 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.

Strata DK PC Attendant Console 5/00 vii

Introduction

How to Use This Guide

♦ 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 – Dir e ctory 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 – Messag e Cen ter shows the various features available for taking

memos and sending messages and message notifications.

♦ 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 consol e’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.

viii Strata DK PC Attendant Console 5/00

Conventions

Some of the follo wing con ventio ns are omitt ed in our manu als whe n t hey ar e not used.

Conventions Description

Note

Introduction

Conventions

Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items.

Important!

CAUTION!

WARNING!

[PDN]

[SDN]

[PhDN]

$ULDO%ROG

Calls attention to important instru ctions or info rmation.

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

Alerts you when the gi ven task could cause personal injury or death.

Represents any Director y Number button, a lso known a s an extension or intercom number.

Represents any Primary Directory Number button (the extension number for the telephone).

Represents any Secondary appearance of a PDN. A PDN that appears on another telephone is considered an SDN.

Represents any Phantom Directory Number button (an additional DN).

Represents telephone buttons.

Courier Shows a computer keyboard entry or screen display.

“Type” Indicates entry of a string of text.

“Press”

Indicates entry of a single key. For example: Type prog then press

Enter.

Select to choose a specific keyboard or dialog box button.

Strata DK PC Attendant Console 5/00 ix

Introduction

Conventions

Conventions Description

represents an icon button on the feature toolbar. When you click on this i con, i t ac hieves t he sa me resu lt as t he st ep t hat it appears next to.

Shows a multiple PC keyboard or phone button entry.

Plus (+)

Entries without spaces between them show a simultaneous entry. Example: Esc+Enter. Entries with spaces between them show a sequential entry. Example:

# + 5.

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

➤

See Figure 10

Action/Response Table

1. Actions you perform appear in this column. They can consist of either a single step or a series of numbered steps.

Denotes the step in a one-step procedure. Denotes a procedure. Grey words within the printed text denote cross-references.

In the electronic version of this document (Strata DK Library CD-ROM or FYI Internet download), crossreferences appear in blue hypertext.

The immediate response to the action performed appears in this column. Ad dtional notes an d comments are also included.

x Strata DK PC Attendant Console 5/00

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 can also access these user buttons by clicking them with the mouse on the screen.

Shift + F2~F9

F2~F9

F11 for Volume Up F12 for Volume Down

Shift + (F2~F9) gives you access to the to p row of eight user button s. You

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

Answer Incoming, Answer/Hold, and Release keys are included on

pad. the keypad.

2 Strata DK PC Attendant Console 5/00

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

The Grand Tour

Main Screen

Notes Field

Status Bar

DSS/BLF Station Directo r y

16 User Buttons (Programmable Feature Buttons)

Strata DK PC Attendant Console 5/00 3

Volume Control 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.

Directory

Where you enter names and phone numbers for the on-line directory. You can also enter titles, dep artment s, and sch edules of in dividu als. Th e di rectory co ntains a sea rch feature. You can choose what information is displayed and the order in which it is shown in the Directory Display field.

Messages

Enables you to use the Message Center for taking, retrieving, and printing messages. You can also save them to a file for transfer to another console.

View

Provides selections for you to determine what information is viewed and how it is displayed. Includes showing or hiding the tool bar or status line and Call Statistics.

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Setup

All items in this menu may be password protected (optional). They pertain to console and system administration items that should not be changed without some knowledge of overall system operation.

Help

This provides help on Windows-related features specific on-line help for all console operations. This is different from the on-line help for the PC Console, described on page 12.

Feature Toolbar

The Feature Toolbar shown below provides quick access to co nsole c ontrols. 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 setti ngs ON and OFF, putting the cons ol e i nto 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.

The Grand Tour

Main Screen

Console Controls

Strata DK PC Attendant Console 5/00 5

Directory

FeaturesMessaging

The Grand Tour

Main Screen

Console Control Icons

Click To

Toggle PC Attendant Position Busy ON/OFF

Setup Night Transfer and Auto Night Transfer

Toggle the Attendant Overflow ON/OFF

Toggle the Privacy Button ON/OFF

Toggle the Background Music ON/OFF

Reset Alarm

Setup Call Forward

Toggle Call Forward Fixed ON/OFF

Set Timed Reminders

Set Line Group Restrictions and view Busy/ Idle Status

6 Strata DK PC Attendant Console 5/00

Messaging Icons

Click To

Directory Icons

Click To

The Grand Tour

Main Screen

Get to the Message Center

Send LCD Messages

Message Waiting Light

View/Add Directory Entries

Find a Directory Entry

Strata DK PC Attendant Console 5/00 7

The Grand Tour

Main Screen

Feature Icons

Click To

Access Paging Options

Use Call Pickup

To Unlock a Door

Cancel Callback

Privacy Release

Cancel Busy Redial

Redial Call in ANI List

Redial Last Call or Saved Number

Set Speed Dial

8 Strata DK PC Attendant Console 5/00

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.

Incoming Call Display

Number of Incoming Calls shows the number of calls waiting to be answered. Incoming Call Type displays e ach typ e of i nco ming cal l wait in g to be answer ed. Ca ll

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.

The Grand Tour

Main Screen

Active Call Area

Refers to the following three areas. Active Call Window shows current call information: line, station, and s t atus (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 Chapter 3 for more information.

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

Strata DK PC Attendant Console 5/00 9

Enter. See

The Grand Tour

Main Screen

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 na mes.

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 Strata DK PC Attendant Console 5/00

Keyboard Navigation

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

Keyboard Keys Description

Selects Main Menu items. Moves directly to the item with the

Alt+Letter

Letter

underscored marking. For ex ample, Pressing Screen moves the selection to the Incoming Call Area on the screen.

Selects submenu items. Pressing the underlined letter of an item selects that item.

The Grand Tour

Keyboard Navigation

Alt+I on the Main

Alt+M opens the Messaging menu.

Tab

Shift+Tab

Alt+Tab

Arrow keys

Moves from section to section, or button to button in screens and dialog boxes.

Moves from section to section or button to button in the screens and dialog boxes in reverse direction.

Moves between open application windows (Windows feature). 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.

Strata DK PC Attendant Console 5/00 11

The Grand Tour

Mouse Navigation

With th e mouse, an on- scree n arro w or cu rsor moves in c oordin ation wit h the po siti on of the mouse on a desktop or mouse pad.

Mouse Description

Move the mouse cursor onto an item on the screen, then click the mouse button. If there is more than one button, click the left button.

Double-click the button. If there is more than one button, double-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 pr ovides on-li ne hel p that guide s you st ep-by- step i n usi ng its many features. The help is built into the software and can be accessed using the Help button in dialog boxes or by pressing

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.

Chooses (highlights) Main Menu Items. For on-screen buttons, it selects that button. (The mouse method combines two steps into one. It selects the button; you do not need to press the key.)

Chooses and selects the i tem (it invokes the action immediately.)

Enter

F1.

♦ 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 Strata DK PC Attendant Console 5/00

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 cont rols are al so found unde r “Console” on t he Menu Bar as s hown in this figure.

Strata DK PC Attendant Console 5/00 13

Console Controls

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 drop-down 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.

14 Strata DK PC Attendant Console 5/00

Console Controls

Night Transfer

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

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

5. Select the OK button. The DK is now in the new Night Mode setting for the

selected tenants.

Strata DK PC Attendant Console 5/00 15

Console Controls

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 butt on to enter new s ettings and the Delete but ton 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 (t wo digits, 24-hour format).

Select Days (reverse video indicates days selected).

16 Strata DK PC Attendant Console 5/00

Console Controls

Position Busy

5. Select the Close button to save, or the Add button to enter another time setting (at least 5 min s. difference).

Position Busy

Position Busy lets yo u place a c onsole in unattend ed mode. In t his mode, new c alls ar e 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.)

Note There must be at least 5 minutes between time

settings for the same tenant. Example: if Day 1 begins at 07:00, then Night 1 should be 07:05 (or later).

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 ar e in ri ng trans fer mode. During thi s state, the console cannot re ceive any new calls. When you disco nnect from the cur rent call and/or process held and unanswered trans f erred calls, the consol e enters Position Busy mode.

Strata DK PC Attendant Console 5/00 17

Console Controls

Console Overflow

➤ To access Position Busy

1. From the Menu Bar, select Console. T oggle Posit ion Busy ON (check mark) or OFF (no check mark).

2. Clear the Position Busy alert pop-up window by pressing

OK button.

the

Console Overflow

When Console Overflow is ON, new incoming calls that have been waiting too long are routed to another stati on or an swering device . Calls o verfl ow based u pon a system timer.

➤ From the Menu Bar,

select Console. Toggle Console Overflow ON (check mark) or OFF (no check mark).

A pop-up window alerts you when Position Busy is ON.

Optional. Leaving this displayed provides a clear visual indication of Position Busy status.

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

18 Strata DK PC Attendant Console 5/00

Console Controls

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).Privacy

1. From the Menu Bar,

2. Toggle Background

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.

➤ From the Menu Bar,

choose Console.

Music ON (check mark) or OFF (no check mark).

choose Console. Toggle Privacy 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.

When toggled ON, the Privacy feature is enabled.

Strata DK PC Attendant Console 5/00 19

Console Controls

Privacy Release

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

Privacy Release i s a ss ign ed f or each console or stat ion in system programming. Up t o two attendant consoles and/or stations can enter an existing CO call, allowing up to three consoles and/or stations to be connected.

➤ From the Menu Bar,

choose Console. Toggle Privacy Release ON (check mark) or OFF (no check mark).

Call Forward

You can forward calls from the Attendant Console (internal) to stations and outside (external) telephone numbers.

Internal Call Forward

The following Internal Call Forward selections are available:

No Call Forward disables this feature. All Calls forwards all calls immediately. The PC Attendant Console does not ring. Busy forwards calls immediately if you are in Position Busy mode. No Answer forwards calls if you do not answer in the specified time. Busy/No Answer forwards calls immediately when you are in Position Busy mode.

Forwards when not answered within the specified time when not in Position Busy.

When toggled ON, the Privacy Release feature is enabled.

Fixed Set forwards all calls immed iately to a preset interna l destination . This is not associated with Fixed Call Forwarding programmed in the DK system. The destination is defined in the Call Forward Menu (see below).

20 Strata DK PC Attendant Console 5/00

➤ To set Internal Call Forward

1. From the Menu Bar, choose Console, then Call Forward.

2. From the Call Forward / Voice Mail dialog box, click an “X” into the desired Call Forwarding box.

3. Choose Destination and enter a number or... select a number from the Fixed Destination drop-down box.

Console Controls

Call Forward

Optional: Select No Answer Time in Seconds and enter the seconds the call rings before forwarding.

4. Select OK.

Strata DK PC Attendant Console 5/00 21

Console Controls

Call Forward

External Call Forward

Enables you to forward new incoming calls to a destination outside the system. Only incoming calls over CO lines dedicat ed to the cons ole and/or Direct In Di al (DID) li ne calls will forward. Other Call Forward modes can be set simultaneously while Call Forward - External is ON.

1. From the Menu Bar, select Console, then Call Forward.

2. From the Call Forward/Voice Mail box, enter the destination telepho ne number (outside the system) into the External Ca ll Forwarding box.

3. Click an “X” into the External Set box.

4. If the Call Forward destination is over a tie or CO line, place the CO line access code in fron t of the external telephone number.

The code entered for external destination is stored in speed dial location 49.

22 Strata DK PC Attendant Console 5/00

Call Forward Fixed

Using the Call Forward feature , a station user can route all calls to an alt ernate st ation. A feature button is selected to put t hat s ta ti on in Call Forward mode t o a fixed station. For example, the station may be programmed to forward to the attendant station or a voice mail system.

➤ From the Menu Bar, select Console, then Call Forward Fixed.

To change the Call Forward destination, follow the Internal Call Forward steps on

Page 20 and record a telephone number in the Fixed Destination box.

Note If this item cannot be selected, a Fixed Destination was not entered.

Console Controls

Call Forward

Strata DK PC Attendant Console 5/00 23

Console Controls

Line Group Restrictions

The Line Group Restrictions feature lets you restrict access to outgoing CO line groups on an as-needed basis. This feature also lets you restri ct outgoing calls on twoway CO line groups. This enables you to c ont rol out going traffic on heavil y- used line groups during busy hours.

Once a line group is restricted, station users cannot access the group on an outgoing basis except through LCR and/or an Attendant (Access an Outside Line for a Station, Three-Way Calling, Four-Party Conference, Executive Override, Hold Pickup, etc.). This restriction affects all stations equally.

1. From the Menu Bar, choose Console, then Line Group Restriction.

2. From the Restricted row in the Line Groups dialog box, click an “X” into the box(es) next to the line(s) you want to restrict.

The “X” in the Busy column shows busy/ idle status and cannot be selected.

3. Select the OK button.

24 Strata DK PC Attendant Console 5/00

Timed Reminders

Use this feature to send a reminder message to the active call window at a specified time. To define these messages, see the Set Messages section on Page 83.

1. From the Menu Bar, select Console, then Timed Reminders.

Console Controls

Timed Reminders

From the Timed

Reminders dialog box, enter

Use the 24-hour format (e.g., 2 p.m. is 14:00).

3. Select a message from the drop-down list.

4. If you want to send the message daily, click an (X) in the Daily box.

5. Repeat Steps 2~4 for any additional reminders you wish to set.

6. Select the OK button. The message is sent at the selected time.

Strata DK PC Attendant Console 5/00 25

the time.

Leaving the Time box blank deactivates the feature.

Console Controls

Date and Time

The Date and Time can be set from two different sources: the PC’s internal clock or the DK system clock . Once you s et eith er the P C or DK cloc k, then you can “send” the date and time to the other one. The time for both are shown in the dialog box so that you can make sure that the y are set for the same time.

Also, if there is more than one console, you can set the time from one PC Attendant Console, then send the time to the DK, and then send the DK time to the second PC Attendant Console.

1. From the menu bar, select Console, then Date and Time.

2. Update the PC date/ time or the DK date/ time. Sele ct the OK button to update either the PC of the DK only.

3. T o transfer the upda te to the other, click o n the PC to DK280 or DK280 to PC button.

26 Strata DK PC Attendant Console 5/00

Volume Control

Volume control can be set while the cons ole is idle or when you ar e on a ca ll usi ng th e volume up/down arrow keys.

➤ To adjust Ringer Volume

Console Controls

Vol ume Control

➤ While the console is

idle, click the up/

down icons or... press the Vol Up/ Vol Dn keys.

➤ To adjust Handset Volume

➤ While on a call, click

the up/down icons or... press the Vol Up/ Vol Dn keys.

Each click increments the volume. Holding down the

make precise volume settings may be difficult if they are programmed to “fast-repeat.”

See “Windows Controls” on Page 123.

See above comments on volume buttons.

Vol Up/Vol Dn keys to

Strata DK PC Attendant Console 5/00 27

Console Controls

Vol ume Control

28 Strata DK PC Attendant Console 5/00

Basic Calling 3

This chapter contains instructions for the most commonly used Attendant functions:

♦ Incoming Calls ♦ Transferring Calls ♦ Voice Mail ♦ Placing Calls ♦ Voluntary Account Codes ♦ Calling Options ♦ Dialing for Others ♦ Conference Calls ♦ Call Splitting (Split/Switch) ♦ Trunk-to-trunk Connections ♦ Call Supervision

Many of the calling features in this chapter take advantage of the “hot” keyboard. As soon as you begin typing the name or extension number of an individual, the PC Attendant Console searches for a match and highlights that person in the directory.

Strata DK PC Attendant Console 5/00 29

Basic Calling

Incoming Calls

You can answer incoming calls with either the Answer or Answer Incoming keys. The type of incoming call is displayed in the Active Call Window. The actual wording for call types is set in system programm ing.

➤ To answer Calls by Priority

➤ Select the Answer

button.

See “Answered Call

Options” on Page 32

for more call handling options.

➤ To select which Incoming Call to answer

1. Highlight the call type to answer from the incoming call display, such as “Dial 0”.

2. See “Incoming Call

Types” on Page 31

for more information.

Calls comin g into the console are prioritized in the queue according to their answer priority. Emergency calls are always highest priority.

30 Strata DK PC Attendant Console 5/00

Basic Calling

Incoming Calls

3. Select the

Incoming

Answer

button.

If you skipped Step 1 and just pressed Answer Incoming, the call at the top of the list is answered.

4. See “Answered Call

Options” on Page 32

for more options.

Incoming Call Types

See the table below for Incoming Call types.

Incoming Call

Type

Emergency 206 EMERGENCY CALL

Park Recall

Transfer Recall

Hold Recall

Transfer

Line Group XX

Dial 0 206 CALLING

[PDN] 206 CALLING

Active Call Window Description

LINE 1 PARK RECALL ORBIT 900

LINE 1 RECALL FROM 206 206 RECALL

LINE 1 RECALL 206 RECALL

LINE 1 TRANSFERRED FROM 206

Emergency calls from station users who pressed [DN] the highest answering priority and appear in red.

Park Recalls alert the console after the Park Recall timer expires.

Transferred calls not answered at the destination station be fore the ring tra nsfer timer expires.

Hold recalls that alert t he console after the Hold Recall timer expires.

Incoming line calls trans fer r ed to th e Atten dan t. New incoming CO line calls, where XX is the

group number (01~16). Names can be programmed in Setup Line Settings.

Incoming calls from station users who pressed [DN] plus

Incoming calls from station users who pressed [DN] + XXX or Call Forward to XXX or XXX is the Attendant Console’s [DN]

+ #400. Emergency calls have

0, where

Strata DK PC Attendant Console 5/00 31

Basic Calling

Incoming Calls

Notes

● [DN] refers to any Directory Number button (also known as an Extension or

Intercom Number).

● [PDN] refers t o Prim ary Dir ector y Number butt on (th e Extensi on Number f or

your telephone).

● Calls transferred to Automatic Call Distribution (ACD) groups do not recall.

Answered Call Options

See the table below for Answered Call Options.

Option Page Option

To place a call on Hold 32 Dialing a Number for a Caller 48 To use Automatic Hold 33 To transfer a call to an

individual

34 Trunk-to-trunk Connections 54

Taking Notes About a Call 38 T o tran sfe r to a PBX or Centrex

system Using Department Search with

Call Transfer

Performing Through Dialing for a User

To make a trunk-to-trunk connection

Call Park and Page 66

Retrieving a Message from the Message Center

➤ To place a call on Hold

➤ Select the Hold

button.

The call appears on the Loop List. If a Note were taken, that Note appears in the Hold Window as a reminder of who is holding.

Page

32 Strata DK PC Attendant Console 5/00

➤ To retrieve a held call

➤ Double-click on the

held call in the Loop box

...or

1. Highlight the held call in the Loop box.

Basic Calling

Incoming Calls

2. Select the

Retrieve button.

➤ To use Automatic Hold

➤ While on a call,

select the Answer Incoming button

to hold the existing call and make a new call.

➤ To switch between held calls

1. When two calls are on hold, highlight the held call in the Loop box ...or select the held call.

The call moves from the Hold Loop t o the Act ive Call Area. Pressing the Retrieve button when a call is not highlighted always s ele cts t he call at the top of t he list.

The call is put on hold and answers the next call.

The Held Call moves to the Active Call Area and the active call moves into the Hold List. If Automatic Hold is not active, the active call disconnects.

2. Select the

Retrieve button.

Note The above items require setting the option

“Automatic Hold” in the Setup menu or you may drop calls.

Strata DK PC Attendant Console 5/00 33

Basic Calling

Transferring Calls

With the Auto Dial feature, you can transfer a call by typing someone’s name. The Attendant Console also provides information on the Conference/Transfer screen so that you can better respond to callers. In addition to the basic conference/transfer features, the PC Attendant provides you with a variety of transfer options.

➤ To transfer a call to an individual

1. While connected to the current call, type a name, (first or last) or an extension number.

2. If Auto Dial is on and a match is found, the system Auto Transfers

When you begin typing, the Conference/Transfer dialog box opens. If the dialed party is busy, an “X” appears in the Busy box.

34 Strata DK PC Attendant Console 5/00

Basic Calling

T ra ns ferri ng Ca ll s

...or if Auto Dial is off and a match is found, press

Enter. The

PCATT will perform either a Blind T ra nsfer or an Announce Transfer based on Setup.

You have the following options;

➤ To transfer, select the

Transfer button ...or

click on the name or number in the directory.

➤ To announce a call,

select the Conferen ce button, announce the call, then select the Transfer button.

The console has an option to transfer “blindly” or “supervised” upon pressing

Enter.

The comple te directory information for the selected party is shown on the screen.

If no match is found, in the Conference/Transfer dialog box and highlight the name desired in the Number drop-down box. Then select Transfer (or conference to announce first).

This is sometimes called a “blind” transfer. The call immediately rings the called party. If they do not answer within a certain time (set in system programming), the call will ring back to your console.

If the console is set for Default Transfer, the call will transfer immediately. If it is not set, you can anno unce the call (see the following procedure). For more information, see “Default Transfer” on Page 102.

If the system is set up to ring, the Voice soft key displays.

➤ To transfer to voice

mail, select the Voice soft key to toggle the ringing station to Voice Announce

➤ To supervise a call,

select the Supervised button.

Strata DK PC Attendant Console 5/00 35

The call is allowed to transferr ed and the console goes idle, but the call remains on a loop. You can click on the call and re-enter the call.

Basic Calling

Transferring Calls

To Camp-on, select

➤

the

Transfer button.

When you camp a caller onto a busy line, the caller will ring through to the busy party as soon as their phone is idle .

➤ To return to th e

original part, close

The operator maintains a path with t he original party until a selection button is chosen.

the Transfer dialog box by selecting Cancel or press the

Esc key.

➤ To transfer to a PBX or Centrex system

1. While connected to the current call, sele ct the

Conf/Trn

button ...or enter the name

(first or last) of the desired party. When you begin typing, the Conference/Transfer dialog box opens for name or number entry

2. Select the

Flash

button.

3. Wait for an answer, select the

Release

This enables the called person to answer before hanging up to ensure call transfer.

button.

36 Strata DK PC Attendant Console 5/00

➤ To transfer a caller back out on another trunk

Basic Calling

T ra ns ferri ng Ca ll s

1. While connected to

the current call, sele ct

The directory entry does not display in the Directory/

BLF field, but displays in the drop-down list. the Conf/Trn button

...or enter the name of a directory entry setup to include the trunk access code plus the outside number.

2. If no directory entry exists, enter the outside number in the Number field.

3. Select the line, line group, or LCR after closing the dropdown Number field by clicking on the arrow to the right of the field.

4. Click on Conference. Current call holds on a loop.

5. Click on the soft key

The operator and two lines are joined.

Join.

6. Click Ex it to leave the two parti es

The Strata DK must be programmed to allow for trunk to trunk conferencing.

connected

...or click Split to return to the original caller.

Strata DK PC Attendant Console 5/00 37

Basic Calling

Transferring Calls

Taking Notes About a Call

You can write a short reminder note to help you identify who the caller is or who is waiting on a particular line. The note appears on-screen next to the line number.

1. While connected to the call, fr om the Main Screen, select the Take Note user button.

Note If you do not have

the Take Note button, it has not been assigned to your console.

2. In the Line Note dialog box, enter a short Note (16

You can use the note to record information about the call. The note shows in the Hold window or in the

Notes window when a call is recalled to the console. characters maximum) to attach to the call.

3. Select Save (or press

Enter) to save the

note.

The note displays with the line number in the Loop

screen when the call is held. If the line recalls the

console, the name display s in the Information window .

The note stays with the call until it is disconnected.

38 Strata DK PC Attendant Console 5/00

Using Department Search with Call Transfer

Basic Calling

T ra ns ferri ng Ca ll s

1. From the Main Screen, select the Dept Select user button.

2. From the Department Transfer dialog box, select the desired name ...or enter the department name.

You have the following options:

➤ T o tra nsfer , sele ct the

Transfer button.

If the Dept Select button is not displayed and available, it has not been assigned to your console.

➤ To announce the ca ll ,

select the Conferen ce button, announce the call, then select the Transfer button.

➤ To supervise the call,

select the Supervised button.

Strata DK PC Attendant Console 5/00 39

Basic Calling

Voi ce Mail

Voice Mail

The PC Attendant Console is compatible with the Toshiba Stratagy or VP Voice Processin g systems. Voice Mail can be used as a Night Transfer location or to answer your calls when you are busy or not available.

➤ To call or transfer a call to a voice mailbox

1. When you are on a call, select the Voice Mail button

...or press the Transfer VM button in the Conference/ Transfer dialog box or Dialing dialo

2. From the Voice Mail Number dialog box, select a na me from the directory or typ e a name or number.

Go to the directory to select the pers on whose mailbox is to be opened.

40 Strata DK PC Attendant Console 5/00

Basic Calling

Voice Mail

3. Select the OK button.

You hear the Voice Mail greeting. The PC Attendant Console calls the voice mail pilot. Console setup settings must have the Voice Mail Pilot

number and prefix digits progra mmed in the T rans VM Settings s ection.

4. When the voice mail answers

The PC Attendant Console uses the mail box for the

extension found in the directory. and you can hear the opening greeting, click on the Transfer button.

➤ To manually connect to Voice Mail

1. Dial the Voice Mail code.

2. From the Main Screen, press the

Tone button

from the keyboard and dial to the voice mail.

3. To close the out Dialing Dialog

The dialog box clears while remaining on the connection.

box, click close.

Strata DK PC Attendant Console 5/00 41

Basic Calling

Placing Calls

Calls can be placed using the Busy Lamp Field (BLF), or with the keyboard or Dial button as shown below.

➤ Dialing with the Busy Lamp Field (BLF)

➤ Select the desired

station in the BLF directory display on the bottom of the screen.

The BLF display may show station number or names, plus station numbers. Selecting any name or number causes that station to be called.

➤ Dialing with the Keyboard or Dial button

1. Type the name or number of the party to call

...or select the onscreen Dial button, then select a name from the directory.

The Dialing dialog box appears when you begin typing. When the program finds a match in the directory, that name is highlighted.

If the Auto Dial is on and a match is found in the directory, the number is automatically dialed.

42 Strata DK PC Attendant Console 5/00

Basic Calling

Placing Calls

➤ (Optional) If you are

dialing an outside number, enter or select a Line, Line Group, or LCR. (“X” is selected.)

➤ (Optional) E nter a

toll restriction override code: select the T. R. Override Code box, e nter the code.

➤ (Optional) E nter an

account code: Selecting the entry box, enter a code.

2. From the Dialing dialog box, select the on-screen Dial button.

Toll Restriction Override Codes

Your PC Attendant Console can be restricted from making certa in ca ll s. Each console can be allowed or denied specific area and office codes, long distance information calls, international calls, and/or operator-assisted calls. You can override toll restriction at sele cted consol es or you can cha nge a console’s toll restriction class. The console resumes its normal class at the end of the call.

PDN is the default selection.

The toll restriction override code must match that assigned in the system for the call to proceed.

The account code must be a minimum length as defined by the Strata DK or match a verified account code.

Account Codes

Account Codes can be used for a variety of reasons, including billing, tracking, and line restriction. Account Codes are entered before (Dialing or Forced) or during (Manual) a call. The Station Message Detail Report (SMDR) contains account code call information which can be printed.

Strata DK PC Attendant Console 5/00 43

Basic Calling

Voluntary Account Codes

Voluntary Account Codes ar e o pti ona l and can be entered after accessing a CO l ine or during a call which you originated or received. Your conversation is not interrupted when you enter an Account Code.

1. After accessing a CO line or during a call, select the Account Code button.

2. Enter the Account Code and select the OK button.

You hear a half-second tone for a valid code or three short tones for an invalid code. The last code entered is recorded. To re-enter a code, repeat Steps 1~2.

44 Strata DK PC Attendant Console 5/00

Calling Options

The following summarizes available calling options.

Basic Calling

Calling Options

➤ To change from Ring

First instead of Voice First, select the Ring soft key.

➤ To change from

Voice First to Ring First, select the Voice soft key.

➤ To Hang Up, select

the Release button.

➤ Select the Exec

Override button.

➤ Select the DND

Override button.

➤ Select the Priv. Over

button.

This changes the default setting so that you can immediately talk to the called party through their telephone speaker.

This changes the default setting so that the calle d party’s telephone rings.

This enables you to “barge in” to an existing c all.

This overrides the Do Not Disturb (DN D) by sendi ng a tone to the called telephone to a lert them tha t a call is waiting.

Note The CO line must be assigned to appear on the

console for this feature to operate.

Strata DK PC Attendant Console 5/00 45

Basic Calling

Calling Options

Setting or Cancelling Automatic Callback

After reaching a busy or Do Not Disturb (DND) station, you can set Automatic Callback to have the system call you back when the called station becomes available.

Automatic Callback enables you to be placed in a waiting queue for an available CO line after attempting access to a line group in which all lines are busy. The system calls you back when a line becomes available.

.To set or cancel Automatic Callback

➤ Select the Callback

user button, then select Release.

➤ To set Automatic Busy Redial (ABR)

➤ Select the ABR

button

...or select Conf/

, enter #44,

Trns

then select

Release.

➤ To cancel a callback or ABR

➤ Select the Cancel ABR button

...or select Conf/Trns, enter #44, then select Release

...or from the Menu Bar, select Features. Then select Cancel Callback or Cancel ABR to turn off the features.

This procedure toggles the feature on/off. If the Callback button is not visible after reaching a busy or DND station, the console has not been assigned this button.

This procedure toggles the feature ON.

46 Strata DK PC Attendant Console 5/00

Busy Override and Off-Hook Call Announce (OCA)

Busy Override enables you to notify a busy caller that there is another call waiting. Off-hook Call Announce lets you call and speak through the speaker of an off-hook,

busy digital or elect ronic telephone. The cal led tel ephone must be equipped fo r OCA. Release 3 systems also allow Call Announce through the handset.

Basic Calling

Calling Options

➤ Select the Busy

Override button.

If the phone is configured for Off Hook Call Announce, announce the call.

Strata DK PC Attendant Console 5/00 47

Basic Calling

Dialing for Others

If a caller has been restricted from placing a call, this option enable s you to place the call for them.

Dialing a Number for a Caller

An incoming caller who is restricted from calling may ask you to place the call for them. You can enter the number to be dialed while talking to the caller.

➤ To dial a number for an internal caller

When connected to the calling party...

➤ Enter the number to

be dialed, including the trunk access co de (if needed).

...or

1. select Tra n sf er.

2. Enter the number to be dialed

3. Select or enter any required lines, codes , or conditions.

4. Select the Tr ans fer button.

➤ To connect p arties if originating call is on a CO Line

1. Enter the number to be dialed, including the trunk access co de (if needed).

The call dials out with the call transferring and the console releases.

48 Strata DK PC Attendant Console 5/00

Basic Calling

Dialing for Others

2. Select the Conferen ce

The call dials out.

button.

3. Select Exit.

Join, then

Connect the parties together, then release the console from the call.

Performing Through Dialing for a User

1. When connected to a station, select the

Conf/Trns

button.

2. Select the Line or Line Group entry.

3. Select Transfer. Dial tone is transferred to the caller.

Some callers may be restricted from calling certain numbers and may need y ou to selec t a l ine f or th em so that they can make their call.

Choose a line for the call to be placed.

Strata DK PC Attendant Console 5/00 49

Basic Calling

Conference Calls

Conference calls can involve up to four parties. You can create conferences through adding parties into existing calls. You also have the ability to enter a call, split and switch bet ween the parties, and join the callers together.

Creating a Three-way Call or Joining Two Calls

You can connect any call in the Loop box with another call using the Join feature. Rather than transferring the call, Join temporarily creates a three-way conference from which you can drop out.

Example: When a caller asks you to have a party paged, you put the first caller on hold, then page the other party. When the paged party calls you, you can use Join to connect the held and paged parties.

1. While on a call, select the Hold soft key.

The (first) call is held in the console’s Loop box.

2. From the Conference dialog box, obtain another party, e.g., page someone to call the operator.

50 Strata DK PC Attendant Console 5/00

Basic Calling

Conference Calls

3. Upon answering the call, select the held party in the Loop box

...or highlight the

You are now connected to the source and destination parties in a three-way conference. The Active Call Window displays XXX + YYY, the source and destination party’s station numbers.

held party name, and then select the

Join

button.

4. Select the Exit button.

The console exits the conference. The source and destination parties remain joined.

Adding a Station to Create a Conference Call

You can add another station to the current call connection to create a conference call.

1. Select the

Trns

2. Enter the number to dial or dial by name using the directory.

3. Select the button. If you do not receive an answer, select the button.

Conf/

button.

Dial

Return

The current call is placed on hold. You hear internal dial tone. If connected to two CO Lines, both will display in the Loop box.

The Conference/T ran sfer dia log box provides a n entry for dialing.

Listen for a busy or no answer so that you can return to the original connection.

4. Select the

Join

All parties are conferenced. button after the party answers.

Strata DK PC Attendant Console 5/00 51

Basic Calling

Conference Calls

Adding a CO Line to Create a Conference Call

1. While on a call, select the

Trns

2. Enter the number to dial. Select the line or group to use for the call if an access code was not entered as part of the number.

3. Select the button. If you do not receive an answer, select the button.

4. Select the button after the party answers.

Conf/

button.

Dial

Return

Join

The current call is place on hold. You hear internal dial tone. If connected to two CO Lines, both display in the Loop box.

The Conference/T ran sfer dia log box provides a n entry for dialing, choosing a line, entering account codes or toll restriction override codes if needed.

Listen for a busy or no answer so that you can return to the original connection.

All parties are conferenced.

52 Strata DK PC Attendant Console 5/00

Call Splitting (Split/Switch)

Call Splitting enables you to alternate between source and destination sides of a call while keeping the two parties separate on the console. This feature can be performed only when the console is involved as the third party in a three-way conference.

Basic Calling

Call Splitting (Split/Switch)

1. After forming a three-way conference, select

Split.

2. To alternate between the parties, select

Switch.

3. Options: you can disconnect

the party that you are connected to by selecting the

Release button

...or

you can reconnect to both parties by selecting the button. To exit from the three-way conference, select the Exit button.

Join

The destination party is placed on hold, and you are connected to the source party.

The source party is pla ced on h old, and the connect ion is made with the destination party. Each time the key is pressed, the call alternates between the source and the destination parties.

After you press dropped and you are automatically connected to the remaining party.

All parties are connected in a three-way conference. When you exit the conference, the other two parties remain connected.

Release, the current party is

Strata DK PC Attendant Console 5/00 53

Basic Calling

T run k-to-trunk Connections

Trunk-to-trunk Connections

A trunk-to-trunk connection lets you connect two CO lines, then drop out of the conversation. Both CO lines display in the Loop box until the call is released by the caller hanging up, or until you release the call.

CO Lines that do not provide disconne ct supervi sion must be super vised by you or the call disconnects wh en you relea se, thus, you are requir ed to peri odically monitor thes e connections to determine when the call is completed.

➤ To make a trunk-to-trunk connection

1. While on a CO line call, selec t the

Conf/Trns button.

2. Select the line or line group (or enter an access code) and enter the number to dial. Select Conference or Supervise.

3. Upon getting an answer, select a source party in the Loop box.

4. Select

5. Select Exit. The console exits the conference. The source and

Join to form

a three-wa y conference.

The CO line call is placed in the Loop box. You hear internal dial tone . The Conferenc e/T ransfer di alog box displays.

Choose the line to place the call and enter the telephone number to dial. You must supervise (monitor the call for) lines without CO-provided disconnect supervision; otherwise, the callers are disconnected when you select

The Active Call Wi ndow displays LINE XXX + LINE YYY, the source and destination party’s line numbers.

destination parties remain joined.

Release.

54 Strata DK PC Attendant Console 5/00

➤ To monitor a trunk-to-trunk connection

Basic Calling

Trunk-to-trunk Connections

1. Select one of t he held lines in the Loop box.

2. Select the Exit button if they are still talki ng ...or

3. select the

Release

button if the parties have hung up.

You are connected to both CO lines.

You exit the conversation, but the two outside parties remain connected.

CAUTION! When you press Release, the call is

dropped and all parties are disconnected. Listen to the connection and determine if the call is or is not in progress before deciding to release or keep the call.

Strata DK PC Attendant Console 5/00 55

Basic Calling

Call Supervision

Supervised Loop operation supervises a transferred CO line call. The call may be an incoming call or a call originated at the console. The Supervised Loop is assigned in system programming.

➤ To supervise a call

1. While on a call, select the

Trns

2. Enter the number to dial or dial by name using the directory.

3. Select Supervise.

4. After the destination party answers, select the Transfer soft key.

➤ To monitor a supervised call

1. Highlight the supervised call in the Loop box.

2. To place the parties back on a supervisory loop, select the Sup Hold soft key.

Conf/

button.

The Conference/T r ansfer dialog box displays.

The Conference/T ran sfer dia log box provides a n entry for dialing.

You are connected to both parties in a three-way conference. System programming may insert a warning ton e that all parties hear.

56 Strata DK PC Attendant Console 5/00

Advanced Calling 4

This chapter explains how to use advanced features which are accessed from the Features menu (shown below) located on the Menu Bar.

Strata DK PC Attendant Console 5/00 57

Advanced Calling

Speed Dial

This feature enab les you to store 40 Speed Dial Number s f or your personal use. Up to 100 or 800 system Speed Dial numbers (depending on your Strata DK system size) can be used by any telephone within your system. You can store area and access codes, as well as the following special functions.

➤ To store Speed Dial numbers

1. From the Menu Bar, select Features. Then select Speed Dial.

2. From the Speed Dialing dialog box, choose the entry to add or change. Select the Modify button.

The Attendant Console personal speed dial numbers are 10~49; system speed dial numbers are 600~ 699 or 200~999, depending on your processor.

Dial codes shaded in grey are not available for entry from this console.

3. Enter a name, the telephone number.

Enter a name to identify the Speed Dial number. Maximum of 20 digits, including codes. Entered names are stored in the PC only and are not transmitted to the Strata DK.

58 Strata DK PC Attendant Console 5/00

Advanced Calling

Speed Dial

4. Select the Save button.

Saving system speed dial numbers changes the number for all users in the Strata DK system.

5. Select the Close button when you are done.

Speed Dial Special Function Codes

Press To Store

F Hook Flash

L Long Pause (10 second pause) I PDN (Pressing DN button) HHold C Conf R or 9 LCR access #7001 ~#7200 For CO Line numbers 1 through 200 801 ~816 For a Line Group

690 ~*699 (RCTUBA/BB, RCTUC/D)

990 ~*999 for RCTUE/F only

Pause (1.5 or 3 second pause dependin g on system programming).

To link a string of Speed Dial numbers

Only 10 System Speed Dial codes can be linked to any other Speed Dial numbers: 690~699 (RCTUA, BA/BB, C/D) or 990~999 (RCTUE/F). A number stored in location 690~699 dials out first, followed by a number chained to 690~699.

You can link any of the console personal numbers (10~49 or 100~109) or system Speed Dial numbers (600~699) to system Speed Dial codes (690~699 or 990~999).

Strata DK PC Attendant Console 5/00 59

Advanced Calling

Speed Dial

Using Speed Dial Numbers

1. Select the on-screen Dial button.

2. Enter the name or number in the Spd Dial entry box

...or select a name from the drop-down box.

3. Select a Line, Line Group, or LCR, if required.

4. Select the on-screen Dial button.

If outside line or line group is busy:

set Auto Callback by pressing the Callb ack soft key

...or set Auto Busy Redial by pressing the ABR user button.

Y ou ca n also enter a trunk access code befor e Step 1 to select an outside line or line group.

The system dials the telephone number select ed.

If this key is not visible, then it has not been assigned to this console.

60 Strata DK PC Attendant Console 5/00

Paging

1. From the Menu Bar,

Advanced Calling

Paging

select Features. Then select Paging.

2. From the Paging dialog box, select the button representing the page group/zone needed.

3. Select the Close button when you are done.

Strata DK PC Attendant Console 5/00 61

Note The labels on these buttons can be changed in

Setup.

Advanced Calling

Emergency Page

Emergency Page is normally assigned a user button when used by the attendant. The following steps show you how to make an emergency page.

➤ To make an Emergency Page

1. Select the Emergency Page button .

2. Make your announcement, select the

Opening Door Locks

A signal can be sent to a control device which can operate the latch for a door or gate.

1. From the Menu Bar, select Features. Then select a Door button.

2. From the Door Lock dialog box, click the button for the door control to be operated.

The control for the door selected operates for three or six seconds based on system programming.

Release button.

62 Strata DK PC Attendant Console 5/00

Using Door Phones

Any of the Door Phones connected to the Strata DK can be called and either be used for listening or as an intercom to talk with someone at the Door.

1. From the Menu Bar, select Features. Then select Door Phones.

Advanced Calling

Using Door Phones

2. From the Door Phones dialog box, click the button for the door phone to be called.

The connection is made without a warning tone to allow quiet monitoring of activity in the door phone area.

Note The labels on these buttons can be changed in

Setup.

Strata DK PC Attendant Console 5/00 63

Advanced Calling

Last Number Redial

The Attendant Console automatically stores the last complete number dialed by the console. The number remains stored until a new number is dialed.

1. From the Menu Bar, select Features. Then select Number Redial

2. From the Redial dialog box, select the Redial Last button.

The console dials the last number dialed.

64 Strata DK PC Attendant Console 5/00

Saved Number Redial

Saved Number Redial lets you store a dialed telephone or station number, then redial that number with the touch of a button.

➤ To save a Number

Advanced Calling

Saved Number Redial

➤ Select the Save Last

user button.

➤ To redial the Saved Number

1. From the Menu Bar, select Features. Then select Number Redial.

2. From the Redial dialog box, select the Dial Saved button.

After dialing a number and before hanging up on a call, the number can be saved for redialing at a later time.

The console dials the saved number.

Strata DK PC Attendant Console 5/00 65

Advanced Calling

Call Pickup

You can pick up a call that is ringing at another station.

1. From the Menu Bar, select Features. Then

select Call Pickup....

2. From the Call Pick Up dialog box, select the type of pickup to perform using the mouse or these keys:

Alt+R for Ringing

Alt+P for

Telephone Page

Alt+W for own

group

Alt+1~4 for T enant

Select an entry box using the mouse or these keys:

Alt+S for Station

[DN]

Alt+G for Group

number

Alt+C for Held CO

Line

3. Enter the number of the station, gr oup no., or CO line, press

Enter.

66 Strata DK PC Attendant Console 5/00

Note User buttons are available to open this option to one of the selection types

Call Park

The Call Park feature enables you to hold a call temporarily in an orbit and then let anyone retrieve the call from any station.

such as Pickup Held CO st arts at “

Advanced Calling

Call Park

Alt+C” point.

1. Select the Park user button.

2. From the Call Park dialog box, enter the orbit number or to have the system assign an orbit.

3. Select the Park button.

4. Select the button.

999

Release

999 is the AutoPark orbit number.

Calls can be parked on any PDN nu mber progra mmed in the Strata DK system or 20 general Park Orbits numbers 900~919.

The call is parked in an orbit and the display shows which orbit is used.

The call is left in the orbit and a tim er begins for a recall if not picked up before the prescribed time.

Strata DK PC Attendant Console 5/00 67

Advanced Calling

Call Park and Page

Call Park and Page enables you to access a voice paging device to announce a parked call for pickup from another station.

1. Select the Park user button.

2. From the Call Park dialog box, enter the orbit number or to have the system assign an orbit.

3. Select the button for type of page and enter the zone if necessary.

4. Select the Park and Page button and announce the call, including the orbit number.

5. Select the button.

999

Release

999 is the AutoPark orbit number.

Calls can be parked on any PDN nu mber progra mmed in the Strata DK system or 20 general Park Orbit numbers 900~919.

Select a paging option to announce the call. Page options are:

Alt+A = All phones Alt+G = Groups of phones Alt+E = External Page Zones Alt+C = All phones and Ext. Page

The call is parked in an orbit and the display shows which orbit is used.

The call is left in the orbit and a tim er begins for a recall if it is not picked up before the prescribed time.

68 Strata DK PC Attendant Console 5/00

➤ To retrieve a parked call

1. Select the Park Retrieve soft key.

2. From the Recall Park dialog box, highlight the parked call in the List box

...or enter the orbit number

Advanced Calling

Call Park and Page

...or select an orbit number from the drop-down box.

3. Select the Recall

The parked call is connected to the console.

button.

Strata DK PC Attendant Console 5/00 69

Advanced Calling

Auto Park/Page

The Auto Park/Page feature enables you to hold a call temporarily in an orbit where anyone can retrieve the call from any stations. The Strata DK system automatically selects an available orbit for call parking and displays the park orbit number on your screen. When you park a call, you can page a party and announce the orbit number where the call is parked. The pa ged part y can then pick up the call fr om any stat ion. If a parked call remains in orbit long enough for the timer to expire, the parked call automatically recalls your console.

➤ To use Auto Park and Page

1. Select the Park Page soft key.

The Strata DK syste m automatica lly assigns t he call to one of the general park orbits.

2. Announce the call, including the orbit number.

3. Select the Page Release button.

This soft key by default selects the All Page (Internal and External) feat ure. Be c ertain to announ ce th e o rbit number where the call can be picked up.

70 Strata DK PC Attendant Console 5/00

Setting Auto Park

If there are certain groups or departments that you often page, you can use User Buttons to expedite the procedure. You can store the procedure to Auto Park calls for specific paging zones into a Speed Dial code.

➤ To set Auto Park and Page for One-Button Access

1. If Auto Park is currently assigned a speed dial for system use, assign that speed dial to a user button.

...or

Advanced Calling

Auto Park/Page

2. Enter #332999#3XX in a user button.

XX = last one or two

digits of the access code.

11 Group A ___________________________ 12 Group B ___________________________ 13 Group C ___________________________ 14 Group D ___________________________ 15 Group E ___________________________ 16 Group F ___________________________ 17 Group G ___________________________ 18 Group H ___________________________

5 or 51Zone A ___________________________ 6 or 52Zone B ___________________________ 7 or 53Zone C ___________________________ 8 or 54Zone D ___________________________

55 Zone E ___________________________ 56 Zone F ___________________________ 57 Zone G ___________________________ 58 Zone H ___________________________

9 All Call Pa ge plus All E xternal Page zones 0 All Call Page (all phones)

Note See your System Administrator for the number

of zones and the zone codes for your system.

Strata DK PC Attendant Console 5/00 71

Advanced Calling

Abandoned Calls

Abandoned Call s

This section shows you how to dial and delete an abandoned call.

➤ To dial an abandoned call

1. From the Menu Bar, select Features. Then select Abandoned Calls.

2. In the Abandoned Calls dialog box, highlight the desired call.

3. Select the button.

➤ To delete an abandoned call

1. From the Menu Bar, select Features. Then select Abandoned Calls.

2. Select the desired call.

3. Select the Delete button.

Dial

The console dials the abandoned call.

The Abandoned Calls dialog box shows a list of the calls.

The abandoned call is deleted.

72 Strata DK PC Attendant Console 5/00

Alarm Reset

Your Strata DK system can be connected to a facility alarm system. All telephones produce a startling tone when this alarm is activated. Stations or consoles with an Alarm Reset button can reset the alarm by pressing the button.

Advanced Calling

Alarm Reset

➤ From the Menu Bar,

select Features. Then select Alarm Reset.

The console does not receive the al ar m tone, but the con sol e can tu rn OFF ala rm tone if heard on other phones.

The alarm given throughout the system turns OFF.

Strata DK PC Attendant Console 5/00 73

Advanced Calling

Alarm Reset

74 Strata DK PC Attendant Console 5/00

Directory 5

This chapter describes the Directory menu features (as shown here), including how to add names and information to the Directory, how to change the order of display, and how to use the Find function.

The Directory Display lists employees and their assigned internal Directory Numbers [DN], as well as ACD group numbers. The directory includes Primary and Phantom Directory Numbers [PDNs] a Busy Lamp Field (BLF), and it provides Direct Station Selection.

Strata DK PC Attendant Console 5/00 75

and [PhDNs]. It ser ves three purposes: a directory list in g,

Directory

Adding/Deleting Entries into the Directory

The Directory can include people that may not be located on-site, and it can describe alternative methods to reac h those of f-sit e indivi duals. It can als o list tho se who do not have extensions, but who do have mailboxes in the Voice Mail system. The Directory also works with t he T ransf er to Voice Mail feat ure. It can con tain peop le on Cent rex or another PBX system while automating call redirection using “Flash” and their extension number.

You can search through the directory for:

♦First Names ♦Last Names ♦[DNs] (Directory Extension Numbers) ♦Departments

Adding/Deleting Entries into the Directory

Use Directory Entries to input information about each assigned internal [DN], distributed hunt group pilot, and ACD group number. This provides information for the directory display, as well as additional information you can reference (title, department, work hours, etc.).

1. From the Menu Bar, select Dire ctory. Then select Entries.

76 Strata DK PC Attendant Console 5/00

Directory

Adding/Deleting Entries into the Directory

2. Select the New button to add an entr y

...or select an entry to cut, then select the Delete button.

3. Type the entry information in each field.

To enter an ACD Group, enter AXX (xx=01~16).

4. Select the Save button when all entries or modifications are made.

5. Select the OK button.

Either a blank Directory entry or a selected entry to modify or delete appears.

An alternative would be to use Di rect ory Find t o go to an existin g entry to mod ify or delete.

Note Up to eight digits are allowed for the “Phone:”

entry.

Strata DK PC Attendant Console 5/00 77

Directory

Directory Settings

Use Directory Settings to change the Directory Display. You can change how the names and numbers appear in each col umn. (For ex ample, last na me first, fo llowed by the first name and PDN.)

➤ To change the directory display columns

1. From the Menu Bar, select Dire ctory. Then select Settings.

2. For each column, open the drop down box and choose one:

First First Last Last Last, First PDN

3. Enter a column width.

Columns 2 and 3 can be left blank.

78 Strata DK PC Attendant Console 5/00

4. To change the Directory Display font, select the Font button. Then choose a font, style, and size.

5. When you are done with the Font dialog box, select the OK button.

6. To exit the Directory Settings dialog box and activate your changes, select the OK button.

Directory Find

The Directory Find is a quick way to look up a directory entry to record a note or make a change to any entry existing in the directory.

Directory

Directory Settings

The Sample box shows the selected font, style, and size.

1. From the Menu Bar, select Dire ctory.

Then select Find....

2. In the Find dialog box, enter the name of the calle r, select the OK button.

Strata DK PC Attendant Console 5/00 79

Directory

Directory Settings

80 Strata DK PC Attendant Console 5/00

Message Center 6

The Message Center e nables you to ta ke messa ges, r etri eve mess ages , pri nt messa ges, and save messages to a file for transfer to another console at shift change time.

You can set and reset Message Waiting lights on phones within the Strata DK System from the Message Center. Message Waiting lights turn on automatically, but you can also set them manually when only a call back is needed.

You can send “Silent Messages” to LCD telephones. Silent messages turn ON the Message Waiting light, but they do not recall the console. You can also post an “Advisory Message” on each telephone (both LCD and non-LCD phones). This feature lets you view the status of the individuals when a call is being sent to that station.

Strata DK PC Attendant Console 5/00 81

Message Center

Taking a Message

You can take a complete message during a call, or if you are interrupted, you can return to the message through the Message Dialing dialog box later to finish writing it.

1. From the Menu Bar, select Messages. Then select Message

Center....

2. Select a name from the directo ry for the message.

The entire directory can be viewed by scrolling. It may include people who do not have a phone on the system.

3. Select the New Msg

utton.

4. From the Message Dialog box, tab from box to box and type entries where you wish.

82 Strata DK PC Attendant Console 5/00

Message Center

Taking a Message

5. Select the Save & Send

button

...or Select Save Only if you need to return and complete the message later.

The console automatically sets a message light at the station that the message was taken for.

Strata DK PC Attendant Console 5/00 83

Message Center

Taking a Message for a Holding/Recalling Party

Taking a Message for a Holding/Rec alling Party

You can use the console to enter and record mes sag es f o r s tat i ons. When a message is entered, it automatically sets the message light at the station. The station user can later press the message button and call you. If the station is an LCD phone, the display shows that you (Attendant) called. You can access and read the messages when the station user is connected to you.

➤ To reconnect to the holding party

1. Select the Return soft button to take the call back.

2. Select the Message Center button.

3. From the Find dialog box, select the name and press OK.

4. In the Message Dialog box, enter the items into the pad as needed.

5. Select the Save & Send button.

A recalling station will automatically be selected. Press OK and continue.

Save & Send: Message Done Save Only: Hold message in “Incomplete List” for

completion. User Button: “Edit Msg” will open to first incomplete

message.

84 Strata DK PC Attendant Console 5/00

➤ To take a message during a call

1. Select the Message Center.

Message Center

Taking a Message for a Hold ing/Recalling Party

2. Enter the items into

The date/time is already entered.

the pad as needed.

3. Select the Save button.

➤ To complete a message started earlier

1. From the Menu Bar,

The date/time is already entered. select Messages. Then select Message Center …

...or select Edit Msg User Key.

2. Select a name from the Incomplete Messages list.

3. Select Edit Msg.

4. Complete the message and select Save & Send button.

Retrieving a Message from the Message Center

You can access the Message Center and view a list of messages for an individual. From the Message Center, you can display, print, and delete messages.

1. Select the Message Center

user button.

Strata DK PC Attendant Console 5/00 85

Message Center

Message Waitin g Indi ca tion s Sent

2. Select a name from the directo ry for the message.

3. Select the messag e to retrieve.

4. Select the View Msg button.

5. From the Messaging Dialog box, you have the followin g options.

Delete the m essage by selecting the Delete butto n.

To save the message, select the Cancel button or go to the next message.

Selecting the Next Message or Prev Message button.

The directory scrolls showing the complete directory including people who may not have a phone on the system.

A list of messages appe ar in the me ssage windo w. The selected message should be highlighted.

The message note pad shows the message taken earlier.

Individual messages may be deleted after being read back to the person.

By not delet ing the message, it will rema in in the system. You do not need to Send and Save.

When you delete a message, you will automatically move to the next message, if there is one.

6. From the Print Options dialog box, select the Print button, then select the messages to print.

Message Waiting Indications Sent

Message waiting indicators are used to alert you to stations you have sent this indicator.

86 Strata DK PC Attendant Console 5/00

Toshiba Strata DK PC Attendant Console User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Publication Information

Contents

Introduction

Organization

How to Use This Guide

Conventions

Related Documents and Media

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

Night Transfer

Automatic Night Transfer

Position Busy

Console Overflow

Background Music Over External Speakers

Privacy

Privacy Release

Call Forward

Internal Call Forward

External Call Forward

Call Forward Fixed

Line Group Restrictions

Timed Reminders

Date and Time

Volume Control

Incoming Calls

Incoming Call Types

Answered Call Options

Transferring Calls

Taking Notes About a Call

Using Department Search with Call Transfer

Voi ce Mail

Placing Calls

Voluntary Account Codes

Calling Options

Setting or Cancelling Automatic Callback

Busy Override and Off-Hook Call Announce (OCA)

Dialing for Others

Dialing a Number for a Caller

Performing Through Dialing for a User

Conference Calls

Creating a Three-way Call or Joining Two Calls

Adding a Station to Create a Conference Call

Adding a CO Line to Create a Conference Call

Call Splitting (Split/Switch)

T run k-to-trunk Connections

Call Supervision

Speed Dial

Speed Dial Special Function Codes

Using Speed Dial Numbers

Paging

Emergency Page

Opening Door Locks

Using Door Phones

Last Number Redial

Saved Number Redial

Call Pickup

Call Park

Call Park and Page

Auto Park/Page

Setting Auto Park

Abandoned Calls

Alarm Reset