Toshiba Stratagy 4, Stratagy 6, Stratagy 24 User Guide

STRATAGY 4/6/24

INSTALLATION AND MAINTENANCE MANUAL

SEPTEMBER 1994

INSTALLATION AND MAINTENANCE MANUAL

SECTION 1 - GENERAL DESCRIPTION

SECTION 2 - INSTALLATION

Chapter 1 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

Chapter 2 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

Chapter 3 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 4 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 5 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Appendix A _ _ _ _ - - - - - - _ _ - - - - _

Introduction Before You Install

Installing the Hardware Accessing Stratagy Configuring and Backing Up Stratagy Checklists and Forms

SECTION 3 - PROGRAMMING

Chapter 1 _ _ _ _ _ _ _ _ _ _ - _ _ _ _ _ _ _ _ Chapter 2 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 3 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 4 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 5 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 6 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 7 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 8 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Chapter 9 _ _ _ _ _ _ _ _ _ _ - _ _ _ _ - _ _ _ Appendix A _ _ _ _ - - - - - - - - - - - - Appendix B _ _ _ _ - - - - - - - - - - - - -

SECTION 4 -FAULT FINDING

CHAPTER 1 - Fault Finding

SECTION 5 -MAINTENANCE AND UPGRADES

Chapter 1 _ _ _ _ _ _ - _ _ _ - - - - _ - - - Chapter 2 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

SECTION 6 - OPERATING PROCEDURES

SECTION 7 - TECHNICAL BULLETINS I

Introduction

How Stratagy Operates Accessing and Using Stratagy Customizing User ID Mailboxes Special Greeting User ID Mailboxes Token Programming Language Generating Reports

Backup and Filecopy System Administrator’s User ID Customization Forms Customization Examples

Maintaining the System

Upgrading the System

STRATAGY 4/6/24

AUGUST 1994

TOSHIBA SYSTEM PRACTICES

VOICE PROCESSING SYSTEMS

GENERAL DESCRIPTION

I AtoZ KELLATRONICS, INC,

All rights reserved. No pat-t of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means-graphic, electronic, or mechanical, including recording, taping, photocopying, or information

retrieval systems-without express written permission of the publisher of this material.

STRATAGY 4/6/24

AUGUST 1994

TOSHIBA SYSTEM PRACTICES

STRATACY 4,6,

and

GENERAL END USER INFORMATION

The STRATAGY Voice Processing Systems are registered in

accordance with the provisions of Part 68 of the Federal Communications Commission’s Rules and Regulations.

FCC REQUIREMENTS

Means of Connection: The Federal Communications

Commission (FCC) has established rules which permit

STRATAGY systems to be connected directly to the telephone network. Connection points are provided by the telephone company-connections for this type of

customer-provided equipment will not be provided on coin

lines. Connections to party lines are subject to state tariffs.

Incidence of Harm: If the system is malfunctioning, it may

also be disrupting the telephone network. The system

should be disconnected until the problem can be

determined and repaired. If this is not done, the telephone

company may temporarily disconnect service. If possible,

they will notify you in advance, but, if advance notice is

not practical, you will be notified as soon as possible. You

will be informed of your right to file a complaint with the

FCC.

Service or Repair: For service or repair, contact your local

Toshiba telecommunications distributor. To obtain the

nearest Toshiba telecommunications distributor in your area, call Toshiba America Information Systems, Inc., Telecommunication Systems Division in Irvine, CA (714) 583-3700.

Telephone Network Compatibility: The telephone company

may make changes in its facilities, equipment, operations, and procedures. If such changes affect the compatibility

or use of the STRATAGY system, the telephone company will notify you in advance to give you an opportunity to

. maintain uninterrupted service.

Notification of Telephone Company: Before connecting a

STRATAGY system to the telephone network, the telephone company may request the following:

1. Your telephone number.

2. FCC registration number: 1 A92PJ-10975-VM-E

VOICE PROCESSING SYSTEMS

3. Ringer equivalence number: 0.6B. The ringer equivalence number (REN) is useful to determine the quantity of devices which you may connect to your telephone line and still have all of those devices ring when your number

is called. In most areas, but not all, the sum of the RENs of all devices connected to one line should not exceed five (5.08). To be certain of the number of devices you may connect to your line, as determined by the REN, you should contact your local telephone company to ascertain the maximum REN for your calling area.

4. Network connection information USOC jack required: RJ14C.

RADIO FREQUENCY INTERFERENCE

Warning: This equipment generates, uses, and can radiate

radio frequency energy and if not installed and used in accordance with the manufacturer’s instruction manual, may cause interference to radio communications. It has been tested and found to comply with the limits for a Class A computing

device pursuant to Subpart J of Part 15 of FCC Rules, which are designed to provide reasonable protection against such

interference when operated in a commercial environment. Operation of this equipment in a residential area is likely to

cause interference, in which case, the user, at his own

expense, will be required to take whatever measures may be

required to correct the interference. This system is listed with Underwriters Laboratory.

LISTED

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CHAPTER 1

CHAPTER 2

CHAPTER 3

SYSTEM OVERVIEW

General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .......

System Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

System Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

SYSTEM ARCHITECTURE..

Hardware ............................................................................................................................

Internal Components

Software.. ............................................................................................................................

Call Processing Control ......................................................................................................

Administrative Menus

SYSTEM DEFINITIONS AND APPLICATIONS

System Definitions.. .........................................................................................................

Basic Applications.. .............................................................................................................

Advanced Applications .......................................................................................................

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CHAPTER 4

FEATURES.. .................................................................................................................................

CHAPTER 5

SYSTEM SPECIFICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

FIGURE LIST

FIGURE TITLE

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TABLE

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Stratagy Applications.. Stratagy 4 and Stratagy 6 Stratagy 24 System

LIST

TITLE

List of Features...

Overview.. ...........................................................................................................................

System Features..

Administration Features.. ....................................................................................................

User Features .....................................................................................................................

Stratagy 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..

Stratagy 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..

Stratagy 24

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System.. ..............................................................................................

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CHAPTER 1

SYSTEM OVERVIEW

GENERAL

The Stratagy system is a multi-application voice

processing system, which is tailor-made for small- to

large-sized businesses. It has been designed to be flexible and easy to use, while offering a full range of features. (Refer to Figure l-1 .)

The Stratagy system easily integrates with most telephone systems, providing call coverage and routing for your entire organization. Stratagy also provides

enhanced integration with Toshiba telephone systems.

Chapter 4 includes general information on all Stratagy features and integration capabilities with telephone

systems.

Stratagy provides basic applications such as Automated Attendant to answer incoming calls, Call Routing to direct

calls, Telephone Answering to take messages when an

individual is unavailable or busy, and Voice Messaging to

create, send, receive, forward, and save voice

messages. Additionally, Stratagy’s Token Programming Language

provides the flexibility to design custom individual features and custom applications such as Fax

Integration, Interactive Voice Response, and more.

Stratagy is a turn-key voice processing system that runs

on a personal computer (PC) based platform. All service,

including installation and maintenance, is performed by

an authorized Toshiba dealer.

STRATAGY 6

The Stratagy 6, can be configured with 2,-4 or 6 ports, with six hours of message capacity. It consists of a 486 computer with 2MB of RAM. The Stratagy 6 integrates with most telephone systems. It does not have a monitor

or keyboard; it requires a lap-top computer for local and remote access. An optional external 2400 baud modem is available for remote maintenance.

STRATACY 24

The Stratagy 24, can be configured up to 24 ports, with a

storage capacity of 6, 20 or 33 hours. It consists of a 486 computer with 4MB of RAM. The Stratagy 24 integrates

with most telephone systems. It comes with a monitor

and keyboard for local access. An optional external 2400 baud modem is available for remote maintenance, which also requires a lap-top computer. It has full fax capabilities

SYSTEM TECHNOLOGY

The Stratagy system uses the following technology:

PC-based Architecture: The Stratagy system uses standard PC-based architecture to form the basis of its design. It uses a half and full length slot, PC bus form

factor motherboard. From two to four MB of RAM are

included, depending upon the configuration. DOS, Stratagy’s operating system, and the Stratagy customer’s configuration information, greetings and messages (database) are’stored on an internal hard drive.

Microprocessor: A 486SX, 25 MHz CPU is the microprocessor for all Stratagy systems.

Voice Board: Stratagy uses a PC-based voice board to

convert, compress and store analog voice signals on the internal hard disk drive.

SYSTEM CAPACITIES

Stratagy can be configured in various ways using three

different platforms. The Stratagy 4 and Stratagy 6 are

designed for small- to medium-sized businesses, and the

Stratagy 24 is designed for larger businesses.

STRATAGY 4

The Stratagy 4 can be configured with 2 or 4 ports, with six hours of message capacity. It consists of a 486 computer with 2MB of RAM. The Stratagy 4 integrates with the Strata DK8 and DK16 telephone systems only. It does not have a monitor or keyboard; it requires a lap-top computer for local and remote access. An optional external 2400 baud modem is available for remote

maintenance.

POWER REQUIREMENTS

The Stratagy system has an input power source which can be switched to 110 VAC or 220 VAC at 50-60 Hz.

MAINTENANCE

Stratagy systems are easy to maintain by an authorized

Toshiba dealer. Additionally, procedures for backing up,

restoring and maintaining the system software and/or

database are efficient and easy to perform.

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1994

TELEPHONE ANSWERING

CALL

SCREENING

SINGLE

DIGIT MENUS

AUTO-ATTENDANT VOICE CALL

MESSAGING

ROUTING

INTERACTIVE

VOICE RESPONSE (IVR)

CENTREX

INTEGRATION

TELEPHONE SYSTEM

INTEGRATION

FACSIMILE

---- _

_--- ,..--

REPORTS

Figure l-1

Stratagy Applications

SUPPORTING DOCUMENTATION

You can find additional detailed information about Stratagy in the following manuals:

Feature Description Manual-Describes in detail each

feature of the Stratagy System. Installation and Maintenance Manual-Provides

installation requirements and documents installation and maintenance procedures for the Stratagy system. Also

STRATA DK8 & DK16 STRATA DK280

TOSHIBA PLUG AND PLAY

PAGING

includes System Administration forms and instructions to configure the system.

Stratagy User Guide- Provides the procedures necessary to operate the Stratagy System.

Quick Reference Guide-Provjdes a quick reference of

frequently-used features.

REMOTE

MAINTENANCE

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CHAPTER 2

SYSTEM ARCHITECTURE

This sections describes the main components of the

Stratagy System. It provides general descriptions of the

following:

n System Hardware n System Software n Call Processing Software n System Administration

HARDWARE

The hardware for the Stratagy system varies depending

upon the configuration. All telephone system connectors

and wiring are customer-supplied.

STRATAGY 4

Hardware: The Stratagy 4 consists of a standard DOS-

compatible 486 PC housed in a mini tower. The PC comes equipped with 2 MB of RAM, a 3.5” disk drive, and a hard disk drive, allowing up to 6 hours of

message storage. It supports 2 or 4 ports that connect to the telephone system. There is no

keyboard or monitor. An optional 2400 baud external

modem is available for remote operation. Because it

uses the same hardware, the Stratagy 4 can be

easily upgraded to a Stratagy 6.

Refer to Figure 2-1 for an illustration of the Stratagy 4 system.

Monitor and Keyboard: The Stratagy 24 comes

equipped with a monochrome monitor used to display Stratagy systems data. The accompanying keyboard allows the System Administrator to input commands and other information into the Stratagy system.

Refer to Figure 2-2 for an illustration of the Stratagy 24

system.

INTERNAL COMPONENTS

The following provides a brief description of Stratagy’s

internal components. MotherBoard: A 486SX, 25 MHz motherboard is

standard in all configurations of the Stratagy system.

Voice board: A voice board is used to convert, compress

and store analog voice signals on the internal hard drive. The telephone system must be physically connected to each voice board using the boards RJ-

14 type connectors. A voice board has one or two

connectors, and each connector supports two ports.

Power Supply: The power supply is a standard PC type

power supply, requiring a 110 VAC or 220 VAC input.

Hard Disk Drive: The Stratagy 4 and Stratagy 6 come

equipped with a 6 hour hard disk drive. The Stratagy 24 is equipped with either a 6, 20, or 33 hour hard disk drive.

Floppy Disk Drive: The Stratagy system is equipped

with a 3.5” floppy disk drive.

STRATAGY 6

Hardware: The Stratagy 6 consists of a standard DOS-

compatible 486 PC housed in a mini tower. The PC

comes equipped with 2 MB of RAM, a 3.5” disk drive,

and a hard disk drive, allowing 6 hours of message

storage. It supports 2, 4, or 6 ports that connect to

the telephone system. There is no keyboard or

monitor. An optional 2400 baud external modem is

available for remote operation.

Refer to Figure 2-1 for an illustration of the Stratagy 6 system.

STRATAGY 24

Hardware: The Stratagy 24 consists of a standard DOS-

compatible desktop 486 PC. The PC comes

equipped with 4 MB of RAM, a 3.5” disk drive, a

choice of 3 different hard disk drives allowing 6, 20 or

33 hours of storage, and expansion slots for up to 24

ports that connect to the telephone system. An

optional 2400 baud external modem is available for

remote operation.

SOFTWARE

The Stratagy system’s flexibility is largely a result of its

software. The following provides a brief overview of the Stratagy system software.

Operating System: Controls all real-time voice

processing functions through the use of simple administrative menus as well as diagnostics, system activity, and collection and reporting of data.

Installation Program: Used to create the database for

telephone system and specific customer information.

It is used when installing a new Stratagy system. A SETUP Utility is also used during the installation process for system configuration. Routine additions, changes, and deletions of information are done through this program.

Installation and Il/laintenance A&nua/ for more detail.

Diagnostic Programs: On-line diagnostic tests run

continuously to detect and report any errors in operation. The tests run in the background and don’t

interfere with normal system operation. Other

Refer to the Stratagy

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diagnostic tests may be run upon demand, either from a directly-connected or remote terminal. Refer to the Stratagy Installation and Maintenance Manual for more detail.

CALL PROCESSING CONTROL

Call processing in Stratagy involves mailboxes (User IDS), a Token Programming Language, and a series of

administrative menus.

MAILBOXES

Mailboxes, also called User IDS, are an important part of

the Stratagy system. Mailboxes, which are set up by the

System Administrator, determine what a caller hears and call processing of Stratagy. For example, the initial company greeting is defined by a mailbox. What a caller

hears is simply what you have recorded as the greeting for this mailbox.

All of Stratagy’s mailboxes are uniquely numbered from 0

- 99,999,999. When a caller enters an extension, the Stratagy system always accesses the same mailbox. Thus, you cannot have two mailboxes with the same number.

Mailboxes can be set up to fall into one of three general

categories:

User Mailbox - A typical mailbox is configured to

record messages from callers. A user periodically checks the mailbox for messages, or a variety of automatic notification methods may be employed. There is generally one user for each mailbox, although several mailboxes may share a single extension when the users share a single phone line.

TOKEN PROGRAMMING LANGUAGE

Stratagy’s Token Programming Language allows expansion of the standard capabilities of the Stratagy System by using a series of tokens that tell the system

what actions to perform. Using this token language

allows Stratagy to perform the advanced applications described in Chapter 3 of this General Description, and more.

Tokens are used as field values in the administrative

menus. To program these fields, the installer or the System Administrator enters a series of Programming Language tokens which instruct Stratagy what actions to perform.

ADMINISTRATIVE MENUS

A series of Stratagy menus allow an installer or the

System Administrator to customize system configuration options and individual User IDS. These menus, along with the call processing control structures discussed above, are what provide voice processing capabilities for telephone users and multiple application solutions for customers. Refer to the Stratagy installation and

Maintenance Manual for more detail on Administrative

Menus.

Information Mailbox - An information mailbox is one

which does not accept messages from callers. Instead,

its greeting is played to callers to provide them with information such as the company’s hours of business, its location, etc. No real user or phone extension

corresponds to this type of mailbox.

Control Mailbox - This type of mailbox allows the

Stratagy to provide control over the flow of a call. Typically, it interacts with the caller in some way, then directs the call to one or more additional mailboxes for processing using the Token Programming Language.

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Figure 2-1 Stratagy 4 and Stratagy 6 System

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Figure 2-2

Stratagy 24 System

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CHAPTER 3

SYSTEM DEFINITIONS AND APPLICATIONS

This chapter contains a list of terms that are commonly

used when discussing the Stratagy system. The second part of the chapter describes some basic and advanced applications which can be created using Stratagy. Chapter 4 includes a brief description of all Stratagy

features. Refer to the Strategy Feature Description

AYanualfor feature details.

SYSTEM DEFINITIONS

PBIUPhone System - The Stratagy system integrates

with most business telephone systems: Private Branch

Exchange (PBX), Centrex (usually used to refer to a Central Office located exchange), and hybrid key

systems. For convenience, the terms “phone system” or

“PBX” refer to the telephone systems to which the Stratagy system connects.

Integration

made via RS-232 data connections dependent upon

the PBX capabilities. Data is passed in both directions: the PBX informs the auto attendant/voice

mail system about each incoming call, and the voice mail system can send instructions to the PBX to turn message waiting lights on or off, as appropriate.

User and User ID - The subscriber of a mailbox. May also be called subscriber and mailbox user. The User ID

indicates the number (0 to 99,999,999) for that user. Mailbox - Mailboxes are a central element of the

Stratagy system. Messages, greetings, and other information are recorded, stored, and activated in a mailbox. Each extension receiving messages is assigned a mailbox. The mailbox number represents the digits a caller enters, usually the same as the extension number.

Not all mailboxes have associated extensions. Some don’t even receive messages such as company greeting mailboxes, and information mailboxes.

Extensions - Extensions are telephones connected to the telephone system. configuration, extension is also used to mean the digits that the system dials. These digits are usually an

extension number, but they may be any sequence that

can be dialed on the PBX. This includes speed dial

numbers or access digits, such as 9, used to access

outgoing lines for calls.

In the Stratagy system’s

Dual Integration

Normally, all of a Stratagy system’s ports will be attached to a single telephone system. But it is possible to configure both the Stratagy 6 and the Stratagy 24 systems on a per-port basis to work with two different telephone systems simultaneously.

Because the system can operate with different telephone systems simultaneously, it is appropriate for use in offices where, possibly, two different companies, with two different phone systems, would

like to share the costs and benefits of a single

Stratagy system.

lnband Integration

Many telephone systems (PBXs) can be configured to provide information to the Stratagy system about

an incoming call by preceding it with one or more

DTMF digits. These DTMF strings are known as

lnband Integration or lnband Signaling. The Stratagy system can be configured to receive and interpret these DTMF strings. With this information, the Stratagy system may answer the call with a company greeting, direct the call to begin recording a message for a user who is unavailable, etc.

SMDI/RS-232 Integration

SMDI integration is available on both Stratagy 6 and

Stratagy 24 systems. SMDI is an industry standard

method of integrating a PBX with Voice Mail and

other peripheral systems. This interconnection is

Ports - The Stratagy system is connected to the phone system as a series of DTMF tone dialing single-line extensions (2500-type sets). The number of ports configured determines the maximum number of calls the

Stratagy system can handle simultaneously.

Company Greetings - The Company Greeting is the

announcement callers hear after the Stratagy system

answers. A simple version is provided with the system:

“Thank you for calling. Please stay on the line for

assistance, or if you know the extension you wish to

reach, please dial it now.” A new company greeting can

be recorded to replace the default greeting. The greeting

can be specific to a group of ports.

Different greetings can also be used during different

times of day, different days of the week, and for holidays.

BASIC APPLICATIONS

This section describes the three basic Stratagy

applications: Automated Attendant, Telephone

Answering, and Voice Messaging.

AUTOMATED ATTENDANT

Stratagy’s automated attehdant application can be set up to solve various answering requirements.

n Answer company lines: Callers don’t have to wait

when the operator is busy with other calls. Company

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lines are answered quickly and courteously by customized, automated greetings. If callers have a

rotary phone or don’t know the extension, they are

directed to an operator for assistance.

Be available all of the time: Callers can reach

Stratagy from any tone dialing telephone 24-hours-aday, 36.5days-a-year.

Provides callers with information: Callers may receive recorded information such as the company address, directions, product specifications or service offerings and price information (also described as an Audiotext feature). Menus make it easy for callers to get the information they need.

Call Routing Once a call is answered by the Stratagy system,

callers are routed to the extension, department, etc., they enter. If the extension number is not known, a company directory may be used by dialing a name.

Stratagy can also be set up to direct rotary callers to a live assistant. Additionally, if the line is unanswered or busy, the call can be routed to another extension, to the company operator or to a personal operator set up for that particular mailbox (see Personal Operator in

the Advanced Applications section.)

Users can play, edit, replay and discard messages. They can also forward messages to additional users and perform many other voice messaging capabilities. In addition, Stratagy 24 users can perform many of the same features for fax messages as an option.

ADVANCED APPLICATIONS

The following is a partial list of the advanced applications supported by Stratagy. Refer to Chapter 4 of this General Description and the Stratagy Feature Description Manual for more information.

CALL QUEUING

When Stratagy tries a user’s extension and finds that it is busy, it may offer the caller the option of either leaving a message or holding until the called extension becomes available. If the caller opts to hold, then Stratagy may play one or more pieces of “on-hold music” (which may, in fact, not be music at all, but instead it could consist of company, product, or other information). If more than one caller chooses to hold for the same extension, then Stratagy will queue the callers in the order that their calls were received. In addition to the “on-hold music,” callers

will be informed of their position in this queue.

If all extensions are unavailable, a caller can hold or hang up. If they hold, they may be placed in a queue.

They are then periodically told of their position in the

queue and can be offered options to hold for the next available assistant, leave a message or dial another extension.

If a fax tone is detected, Stratagy, can automatically

transfer to a fax machine connected to a telephone

system extension.

TELEPHONE ANSWERING

Stratagy offers comprehensive message taking capabilities which provide telephone answering when an individual is busy or unavailable to answer the telephone.

Up to seven greetings per mailbox may be recorded and scheduled to play at various times of the day. This ensures coverage 24-hours-a-day, seven-days-a-week.

When extensions are busy or don’t answer, Stratagy

returns to the caller. Depending on how the mailbox is configured, the system states that the extension is busy or that the extension or person doesn’t answer. The

caller is offered the choices of leaving a private message, calling another extension, or reaching assistance.

VOICE MESSAGING

Stratagy voice messaging features allow users to create, send, receive and save voice messages. Users can access their messages from any tone dialing phone.

FAX MESSAGING

A Stratagy 24 system may be optionally configured with one or two external fax modems. These modems may be used for a variety of purposes, including Fax Messaging.

With Fax Messaging, the system accepts a fax document

in place of a voice message. Just as with the voice recording, the fax is “recorded” and stored in the recipient’s mailbox. When the user subsequently picks up

messages, messages containing faxes will be identified to the user. If the user is calling from a fax machine (or other device capable of receiving a fax), then the user

may request that the fax be transmitted (printed) on the same phone connection. Alternatively, the user may direct the Stratagy system to transmit the fax to another phone number with a separate phone call.

FAX ON DEMAND/FAXBACK

A Stratagy 24 system may optionally be configured with one or two fax modems. One use which can be made of these modems is to provide fax documents to callers. By

using features similar to Audiotext as described in Chapter 4 of this General Description, the caller may select which fax document(s) are to be transmitted. The transmission may be done over the same phone call (“single-call”), or the Stratagy system may queue the fax

for later transmission (a “two call” arrangement, which

may make better use of a single fax modem). Depending on how the system is programmed, multiple fax

documents may be transmitted in a single fax phone call.

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FAX TONE DETECTION

The Stratagy Automated Attendant listens for incoming fax tone when answering incoming lines. If fax tone is detected Stratagy will transfer the fax call to the destination extension designated by the User ID of the connected fax machine.

INTERACTIVE VOICE RESPONSE (IVR)

The Stratagy 6 and Stratagy 24 systems provide a

number of powerful features which allow it to be used for

Interactive Voice Response (IVR) applications, in addition to Auto Attendant and Voice Messaging. Programming tokens exist which allow the system to prompt the user for input (using a custom prompt), wait for the user to enter a DTMF response, which will be stored into a variable, and then use that information to access a database to formulate a response. Databases may be on the hard disk of the Stratagy system, accessed remotely over a network, or accessed through the serial ports of the Stratagy system, possibly connecting to a mainframe or other data server. Queries can be constructed in a free-form fashion, by using data in variables that is entered by the caller.

Once a response has been determined from the database, the Stratagy system may be programmed to play this data back to the caller in a number of different ways: as a date, time, monetary value (in dollars and cents), or simply as a number. The value may be combined with other custom-recorded prompts, so that the system could, for example, respond to a caller with the message “Your order for 6 items will be shipped on July 17, 1994.” The number six and the date in this example would be provided by the database, while the phrases “Your order for” and “items will be shipped on” would be recordings that the System Administrator would make.

PERSONAL OPERATOR

The Stratagy system lets users specify a personal operator extension to provide live, personal call coverage when they are unavailable. If desired, callers can be automatically transferred to this extension, or can have the option of leaving a private message or being transferred to company operator assistance.

TOKEN PROGRAMMING

An important aspect of the Stratagy system is the Token

Programming Language feature. While the Stratagy system allows easy configuration of User IDS for standard applications (Automated Attendant, Telephone Answering, Voice Messaging, dialing a standard extension, etc.), more sophisticated applications can be developed using the same concepts by making use of additional programming tokens. Besides the conventional

DTMF digits, Stratagy supports over forty additional programming tokens. These tokens can perform functions as simple as a hook flash, and as complicated as sending a fax document in the background. But the

real power of the Token Programming Language is that the tokens and the User IDS can be combined innew and sophisticated ways to provide application solutions.

REPORTING

The System Administrator may generate an almost unlimited number of different reports of system activity and programming. Reports can contain columns

representing each of the fields of the User screen, and they can cover either all or a subset of User IDS in the system.

MULTIPLE SYSTEM LANGUAGES

The Stratagy system can be configured with any of a number of different audio prompt files. The standard file provides prompts in American English. The default prompt file to use when a call first comes in can be configured, and with appropriate system programming,

the caller can select a preferred language by entering

DTMF digits. Thus, Stratagy can be communicating in different languages on different ports simultaneously.

Contact Product Marketing for the availability of other languages.

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CHAPTER 4

FEATURES

AUTOMATED DIRECTORY

The Stratagy Automated Directory allows a caller to enter DTMF digits corresponding to the first few

letters of a user’s first or last name. Stratagy will then play back the recorded spoken name and extension of each User ID that matches the entered digits.

OVERVIEW

This section presents an overview of all features that are available on Stratagy systems. All features are categorized as System, Administration, or User features. Some features apply to more than one category. See Table 4-1 for an alphabetical list of these features. Some features are not available on all Stratagy systems, see

Table 4-2 for a list of these features.

In addition, Stratagy 24 systems support four out of five

serial communication port (RS-232) options: n

Fax Modem 1

Fax Modem 2

Remote Maintenance

IVR Host Connectivity

SMDI Integration

maximum of up to 4 of these options may be

configured for each Stratagy 24 system.

SYSTEM FEATURES

AUTOMATIC GAIN CONTROL

While recording a message from a caller or user, Stratagy can perform Automatic Gain Control (AGC). AGC helps to compensate for variations in voice volume, telephone handsets, and other factors which can cause messages to be recorded at low or varying volumes. A message recorded using AGC will be played back at a consistent, standard volume level. This means that the user playing back messages will not have to constantly adjust the playback volume.

CALL QUEUING

to hold for the same extension, then Stratagy will

queue the callers in the order that their calls were received. In addition to the “on-hold music,” callers

will be informed of their position in this queue.

AUDIOTEXT

Allows a caller to retrieve audio information from the

Stratagy system. To obtain this information, the caller

merely enters DTMF digits, as directed by audio prompts, and the appropriate information is then played. This information could consist of general

information about the company, such as its address, phone number, fax number, etc., or it could include specific product descriptions or other information that may be of interest to callers.

AUTOMATED ATTENDANT

The Stratagy system answers incoming lines and

allows callers to route their own calls. The caller merely enters the User ID of the desired party. If that User ID is recognized by the system, then the call

will be handled according to the configuration of that

User ID. This configuration may direct the Stratagy

system to dial an extension and, possibly after

performing Call Screening, pass the call on to the user. If the user is in Do Not Disturb mode, then

Stratagy may play a prerecorded greeting and record

a message

from the caller.

CALL TRANSFER

The Stratagy Automated Attendant call routing capability provides for a supervised or blind and other types of call transfers to the destination extension in the telephone system. All Stratagy system call transfers are controlled by User IDS and the extension field. Entering just the destination extension into the extension field will cause a supervised call transfer. Other call transfer types are

implemented with Tokens.

CALLER CONFIRMATION PRIOR TO TRANSFERRI NC

When a caller stays on the line and does not enter

any DTMF digits, the Stratagy system assumes that the caller is using a rotary phone. Therefore, the call will be transferred to the operator for live assistance.

It is also possible that the caller has hung up, but for

some reason the telephone system has not detected the hangup. Therefore; Stratagy can be configured to

ask the caller to confirm orally that someone is still on the line before transferring to the operator.

Stratagy may be configured to hang up if there is no

response.

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DISK REDUNDANCY

A Stratagy 24 system may be optionally configured with two hard disks, rather than the standard single

hard disk. Under special software control, the

contents of the second hard disk will be an exact

duplicate of the first hard disk. This duplication is performed in real time as changes are made to the primary hard disk (recordings are made, settings changed, messages deleted, etc.). Should the primary hard disk develop a bad sector, the secondary hard disk is then automatically used.

DUAL INTEGRATION

lnband Integration and one system with SMDI/RS232

Integration). Because the system can operate with

different telephone systems simultaneously, it is appropriate for use in offices where, possibly, two different companies, with two different phone

systems, would like to share the costs and benefits

of a single Stratagy system.

FAX MESSAGING

A Stratagy 24 system may be optionally configured

with one or two external fax modems. These

modems may be used for a variety of purposes,

including Fax Messaging. With Fax Messaging, the

system accepts a fax document in place of a voice

message. Just as with the voice recording, the fax is

“recorded” and stored in the recipient’s mailbox.

When the user subsequently picks up messages,

messages containing faxs will be identified to the

user. If the user is calling from a fax machine (or other device capable of receiving a fax), then the user may request that the fax be transmitted (printed) on the same phone connection. Alternatively, the

user may direct the Stratagy system to transmit the fax to another phone number with a separate phone

call.

FAX ON DEMAND/FAXBACK

A Stratagy 24 system may optionally be configured with one or two fax modems. One use which can be

made of these modems is to provide fax documents to callers. By using features similar to Audiotext, the caller may select which fax document(s) are to be transmitted. The transmission may be done over the same phone call (“single-call”), or the Stratagy system may queue the fax for later transmission (a “two call” arrangement, which may make better use of a single fax modem). Depending on how the system is programmed, multiple fax documents may

be transmitted in a single fax phone call.

FAX TONE DETECTION

The Stratagy Automated Attendant listens for

incoming fax tone when answering incoming lines. If fax tone is detected, Stratagy will transfer the fax call to the destination extension designated by the User

ID of the connected fax machine.

GREETING RESTART

After a caller has left a voice message for a User ID, the call may either be transferred back to the initial

“company” greeting User ID or the system may say

“Thank you for calling, Good-bye” and disconnect.

Callers often appreciate the ability to return to the

User’s Main Menu so that they can leave a message

for another system user.

INBAND INTEGRATION

Many telephone systems (PBXs) can be configured to provide information to the Stratagy system about an incoming call by preceding it with one or more

DTMF digits. These DTMF strings are known as

lnband Integration or lnband Signaling. The Stratagy

system can be configured to receive and interpret these DTMF strings. With this information, the

Stratagy system may answer the call with a company

greeting, direct the call to begin recording a message for a user who is unavailable, etc. Data is passed in

both directions: the PBX informs the auto

attendant/voice mail system about each incoming

call, and the voice mail system can send instructions to the PBX to turn message waiting lights on or off,

as appropriate.

INTERACTIVE VOICE RESPONSE (IVR)

The Stratagy 6 and Stratagy 24 systems provide a

number of powerful features which allow them to be

used for Interactive Voice Response (IVR)

applications, in addition to Auto Attendant and Voice

Messaging. There are programming tokens which allow the system to prompt the user for input (using a custom prompt), wait for the user to enter a DTMF

response, which will be stored into a variable, and then use that information to access a database to formulate a response. Databases may be on the

hard disk of the Stratagy system, accessed remotely over a network, or accessed through the serial ports of the Stratagy system, possibly connecting to a

mainframe or other data server. Queries can be constructed in a free-form fashion, by using data in variables that is entered by the caller.

Once a response has been determined from the

database, the Stratagy system may be programmed to play this data back to the caller in a number of different ways: as a date, time, monetary value (in

dollars and cents), or simply as a number. The value

may be combined with other custom-recorded

>,,

”

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prompts, so that the system could, for example,

respond to a caller with the message “Your order for 6 items will be shipped on July 17, 1994.” The number six and the date in this example would be provided by the database, while the phrases “Your order for” and “items will be shipped on” would be

recordings that the System Administrator would

make.

MULTIPLE SYSTEM LANGUAGES

The Stratagy system can be configured with any of a

number of different audio prompt files. The standard file provides prompts in American English. The default prompt file to use when a call first comes in

can be configured, and with appropriate system

programming, the caller can select a preferred

language by entering DTMF digits. Thus, Stratagy can be communicating in different languages on

different ports simultaneously.

Contact Product Marketing for the availability of other

languages.

PORT-SELECTABLE GREETINGS

The Stratagy system may be configured to begin

processing new calls by starting with a given User

ID. New callers will first hear the greeting recorded for this User ID. Each different audio port in the

Stratagy system may be configured to begin

processing with a different port, and thus different

ports may hear different initial greetings, which may

have different menu options available, which may follow different processing paths, etc., depending on

how the User IDS are programmed. This feature

might be used, for example, by two companies

sharing the same Stratagy system.

REMOTE ADMINISTRATION

An optional external 2400 baud modem is required for this feature on all Stratagy systems. The remote

administrator has full screen access to the system,

protected by two different passwords, with every

system feature available. The remote administrator

may use this feature at any time simply by dialing

into the system from any PC running the Stratagy

remote access software and with an appropriate

modem.

SAFE MESSAGE PURGING

The Stratagy system may be configured to “purge”

messages some time after they have been heard. This time period is a system configuration parameter expressed in days. The default value for this

parameter is 0, meaning that no purging will ever be

performed. The purge parameter is system-wide.

Stratagy performs the purge on a per-User ID basis, only when the user is logging out of the system.

When the user logs into the system, Stratagy announces the number of messages-in the User ID that are to be purged, if any. This gives the user ample warning that the messages will be deleted upon logout. Messages are never purged at any other time. Messages that have not been heard are never purged, no matter how old they are.

SMDI/RS-232 INTEGRATION

SMDI integration is available on both Stratagy 6 and Stratagy 24 systems. SMDI is an industry standard

method of integrating a PBX with Voice Mail and

other peripheral systems. This interconnection is

made via RS-232 data connections dependent upon the PBX capabilities. Data is passed in both directions: the PBX informs the auto attendant/voice

mail system about each incoming call, and the voice

mail system can send instructions to the PBX to turn

message waiting lights on or off, as appropriate.

SYSTEM BACKUP

This feature allows customer configuration database

information, greetings, and messages to be backed-

up onto floppy diskettes. Database information,

greetings, and messages may be backed-up

individually or in various combinations. Stratagy will

estimate the number of floppy diskettes required for the System Backup procedures.

TOKEN PROGRAMMING

An important aspect of the Stratagy system is the Token Programming feature. While the Stratagy

system allows easy configuration of User IDS for

standard features (Audiotext, Automated Attendant,

Voice Messaging, dialing a standard extension, etc.),

more sophisticated applications can be developed

using the same concepts, by making use of

additional programming tokens. Besides the

conventional DTMF digits, Stratagy supports over forty additional programming tokens. These tokens

can perform functions as simple as a hook flash, and

as complicated as sending a fax document in the

background. But the real power of the Token

Programming Language is that the tokens and the

User IDS can be combined in new and sophisticated ways to provide application solutions.

TOSHIBA PLUG AND PLAY

Stratagy systems have been preconfigured for out of

box plug and play use with certain Toshiba telephone

systems: Stratagy 4 with Strata DK 8, Stratagy 6 with

Strata DK16, and Stratagy 24 with Strata DK 280 A. The installer does not have to understand or program

inband integration strings, ringback patterns, or make other system configuration changes. In addition the above Strata DK default extension numbers are also

preprogrammed in Stratagy as the User ID and

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extension numbers, plus default user parameters. Complete integration with other Toshiba telephone systems (without default User IDS and extension

mailbox installations) is available from a menu.

UNIVERSAL PORTS

Frequently, notification is performed by dialing out on one of the Stratagy audio ports, perhaps to send a page or light a message waiting light by transmitting the correct sequence of DTMF codes. Stratagy provides several methods of allocating audio ports for the notification process. With the first method, one or more ports are dedicated to perform out dialing for notification. This method has the

‘

advantage that there can never be a collision between dialing out to perform a notification and an incoming call which happens to be routed to the same port at the same time. With the second method, all of the Stratagy ports are configured to accept incoming calls, but Stratagy can also use any one of them which is not currently in use to perform an outdial. This method has a clear advantage over

the first, particularly for small systems with only a

limited total number of ports. However, it introduces

the possibility of a collision. The third method is

similar to the second, except that Stratagy is restricted to choosing only one particular port to perform notifications. Should that one port be busy,

then Stratagy will wait until it is free rather than use one of the remaining ports.

VARIED SAMPLING RATES

The Stratagy system may be configured-to make different types of recordings at different “sampling

rates.” In general, the higher the sampling rate, the more accurate the digital recording of the incoming sound will be, and thus, the better the reproduction.

However, using a high sampling rate means that more disk space will be consumed for a given recording. Because companies wish to present the best possible “appearance” to their callers, and because greetings usually represent only a small

fraction of the system’s disk space, Stratagy systems

are configured to record greetings at a higher sampling rate (64K) than regular voice messages (32K). However, the sampling rate for greetings and

for voice message recordings can be individually set

during system installation and configuration by the System Administrator.

VOICE MESSACI NC

In addition to the Automated Attendant feature, each Stratagy system includes Voice Messaging. Each User ID may be configured to store messages individually. Voice Messaging functions may be controlled by the System Administrator or the individual user. See both Administration and User Features for details.

UNLIMITED USER IDS

The Stratagy system provides User IDS of up to eight digits, or 100 million different possible User IDS. User

IDS may be prefixes of other User IDS. That is, both “111” and “1111” could be separate User IDS, and both could be used by the system. Thus, no User IDS are ever precluded. Stratagy uses a very efficient method of accessing its database, so that system

response is not diminished when the database contains a very large number of User IDS. No matter how large a Stratagy system might grow to be, it likely will never run out of available User IDS.

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ADMINISTRATION FEATURES

IMPORTANT NOTE:

Stratagy 4 and Stratagy 6 systems require a laptop computer with Stratagy remote software installed to perform all Administration Features locally or remotely (using an optional external modem). The Stratagy 24 system may perform all Administration Features in the same manner as above or use the keyboard and monitor supplied with the system. Refer to the Stratagy

Installation and Maintenance manual for details.

AUTOMATIC MESSAGE COPY

Each User ID “A” can be configured to place a copy of any message received into a separate User ID “B’s” queue of messages. User ID “A” will retain a copy of each message. Messages sent directly to “B”

remain unaffected.

AUTOMATIC MESSAGE COPY WITH DELETE

This feature is very similar to Automatic Message

Copy. When activated, a User ID “A” is configured so that any messages received will be copied to User ID

“B.” Furthermore, “A” is configured not to store

messages at all. This means that the copy of each

message sent to “B” is in reality the only copy of the

message in the system. Messages sent directly to

“B” would not be affected by this change, nor would

any messages already stored in “A.”

CHAINING

Stratagy’s chaining feature allows the-flow of control during call processing to be directed from one User ID to another, based on the results of dialing the Extension field (if the User ID is not configured in Do Not Disturb mode). The System Administrator may define each of the three possible chaining conditions: Busy, Ring No Answer (RNA), or Done. Combined with Stratagy’s Token Programming Language, this

feature allows sophisticated call processing and IVR

applications to be created.

COPY RANGE

The Copy Range feature allows the System Administrator to copy one existing User ID to create a number of new User IDS, each within a defined

range of ID numbers.

DIRECTORY CONTROL

Each User ID may have Automated Directory names entered by the System Administrator. Some users may not wish to be listed in the Automated Directory. Furthermore, some User IDS are used for special purposes, and they should not appear in the directory listings. Such User IDS would include “back door” access numbers, User IDS used purely for Stratagy programming, etc. The Automated Directory allows callers to determine the correct extension for someone by entering the DTMF digits which correspond to the first few letters of the name.

AUTOMATIC MESSAGE DATE/TIME CONTROL

The System Administrator may configure each User

ID or group of User ID’s to automatically play the

date and time of each message before playing the

“body” (contents) of the message.

BUSY GREETING LENGTH CONTROL

The System Administrator may specify each User ID

maximum length of time in seconds for the custom

busy greeting which the user may record. This feature may be used to limit the total time (and thus, system disk space) which can be used for busy

greetings. Setting this field to zero prevents the user from recording or changing a custom busy greeting.

CALLED IDENTIFICATION

Allows one person to answer for both “Sales” and

“Service” calls. The person who answers the call will

know how to greet each caller, since they will hear

“Sales” or “Service” before being connected to the

caller. Message Pooling could also be used in this

case, since this person would presumably like all

messages left after hours to be stored in a single

User ID, rather than have to check multiple User IDS for messages. The System Administrator sets this feature on a per User ID basis.

DISK SPACE NOTIFICATION

The Stratagy system can be configured to send an

automatic notification whenever system disk space

falls below a defined threshold. During system

installation and configuration, the System Administrator defines the percentage of disk space remaining below which the disk notification should be activated. Under normal conditions, the system is checked automatically once per hour to determine the remaining disk space storage.

GREETING LENGTH CONTROL

The System Administrator may determine the maximum recording time, in seconds, for the seven different greetings of each User ID. This feature may be used to limit the total time (and thus, system disk space) which can be allotted for user greetings. Setting this field to zero prevents the user from recording or changing the “current” user greeting.

GROUP PARTITIONS - CALL BLOCKING

Each User ID may belong to as many as four different “groups.” The System Administrator defines the group(s) to which a User ID belongs. When the Stratagy system transfers a call to a new User ID, it

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first determines if that User ID has any groups in common with the current User ID. If it does, then the transfer of processing to the new User ID will proceed. Otherwise, Stratagy will switch to a default

User ID for processing based on the current system

port number, blocking or rerouting the call. Group

Partitions are most often used to control Guest User IDS and Shared Tenant applications.

GUEST USERS LIMIT

Each user of the Stratagy system may potentially

create one or more

might be used by that person’s customers, friends, clients, etc. They can be deleted by the same user who created them or by the System Administrator. The System Administrator can also limit the number of Guest User IDS which a particular User ID is allowed to create.

Guest

User IDS. These User IDS

MESSAGE LENGTH CONTROL

The System Administrator can set the maximum Message Length in seconds of each incoming message for a given User ID, or messages may be unlimited in length. If a caller attempts to leave a message longer than the maximum, the system will stop recording and inform the caller that the maximum message length has been reached.

MESSAGE NOTIFICATION

Stratagy allows each User ID to have up to ten different programmable notification records. The System Administrator programs the notification records of each User ID with a specific notification method such as lights, stutter dialtone, pagers, voice,

etc., for the times of the day and the days of the week and the repeat count and interval for retrying that notification. Each notification method is a flexible dial string allowing the Stratagy system to be used with almost any kind of PBX or notification method including cascade notification.

MULTIPLE DIRECTORY NAMES

Each User ID can have associated with it up to two

different names. These names are entered into the Stratagy system’s automatic directory by the System Administrator. Each User (Extension) may have more than one User ID to improve the Automated Directory

for commonly misspelled names. The Automated

Directory can allow callers to determine the correct

extension for someone by entering the DTMF digits which correspond to the first few letters of either one of the two (or more) different names. Thus, normally, the two different directory names will be the first and last names of the user associated with each User ID.

NAME AND EXTENSION CONTROL

Normally, a user may record a “spoken name”-a recording of the user’s name and extension. The System Administrator, however, can configure User IDS on an individual basis so that a user cannot record, or change the recorded name and extension. If no name and extension has been recorded for a User ID, then the Stratagy system will play “User ID...” followed by the number of that User ID.

PROGRAMMABLE DIAL ACTIONS

The Stratagy system will attempt to dial the string

specified in the Extension field. This string may

consist simply of the extension number of the user, in which case Stratagy will dial that extension and continue processing based on the results of that call

if not in the Do Not Disturb mode. But the extension field may actually contain many more “programming tokens” which can have effects ranging from the simple (such as performing a hook flash) to the complex (accept an incoming fax for the current user). These programming tokens can be combined by the System Administrator in a desired way to create an almost unlimited number of application solutions.

REAL-TIME SCREEN INFORMATION

The Administrator’s Main Menu on each Stratagy 24 system shows, among other things, the activity on each audio port, the activity of any connected fax modems, the amount of free disk space, etc. The Stratagy 24 system helps the System Administrator better understand and manage the system as changes occur. This information is instantly updated as long as the Main Menu is displayed.

RELAY PAGING

the usual information, only the phone number

entered by the caller is displayed on the pager. The System Administrator may enable this feature individually for each User ID. This allows the user to return the call much sooner by not calling into the

Stratagy system since no voice mail message is left.

REPORTS

The System Administrator may generate an almost unlimited number of different reports of system

activity and programming. Reports can contain columns representing each of the fields of the User screen, and they can cover either all or

User IDS in the system.

a subset

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RING DURATION

The System Administrator may define, on a per-user

basis, how many rings of that user’s extension the Stratagy system should wait before concluding that the user is unavailable (Ring No Answer, or RNA). Then the Stratagy system can send callers to voice mail to leave a message. This value may also be changed automatically via the Auto Scheduler, again on a per-User ID basis.

SCREEN SAVER

Standard feature on Stratagy 24 systems. Video monitors, such as those used as the console display

of the Stratagy 24 system, should not have the same

image displayed on them constantly. Such an image

can become “burned in” on the phosphor display, and

it will then be visible even when other information is being displayed-the monitor is then permanently

damaged. To avoid burn-in, the Stratagy system can

be configured to blank the screen automatically after a predetermined period of keyboard inactivity. As

soon as something is again typed on the keyboard,

however, the screen is instantly reactivated, and any information which would have been on the screen is made visible.

SHARED EXTENSIONS

This feature is typically used when more than one

person, each with a separate Stratagy User ID, shares a single phone extension. If the call is answered, the called name is announced. If not answered, a private message may be recorded. Stratagy announces ‘&This call is for...” followed by

the recorded name of the called User ID. The

System Administrator sets this feature on a per User ID basis. In addition, the System Administrator may also turn on the Call Screening feature to enhance

this feature.

SINGLE-DIGIT MENUS

Each User ID may define one or more single-digit menu keys. If a caller enters one of these DTMF

digits while listening to the greeting for that User ID, then Stratagy will immediately transfer processing to the User ID associated with that menu item rather than process the digit as part of another User ID

number. The System Administrator defines the

single-digit menu numbers for each User ID.

SCHEDULED AUDIOTEXT

The Stratagy Auto Scheduler can be used to

implement Audiotext with a combination of single-

digit menus and greeting recordings. The System Administrator would record the greetings in each of the applicable User Ids and configure the system to

change the Audiotext contents on an automatic,

scheduled basis.

SCHEDULED COMPANY GREETINGS

The System Administrator may program the company greetings using the Stratagy Auto Scheduler to make changes based on the time of day or day of week. The changes can include the current greeting number, extension, Do Not Disturb setting, etc.

SYSTEM DISTRIBUTION LISTS

In addition to personal distribution lists, Stratagy

supports system-wide distribution lists. A user sends

a message to a system distribution list rather than a personal distribution list by prepending a * to the list number. The “list comment” for the selected system list is played to confirm that the right list has been chosen, just as with personal distribution lists. The System Administrator creates the system Distribution Lists using the same method as the personal lists, but for the System Administrator User ID.

URGENT MESSAGE NOTIFICATION

The System Administrator programs the notification

type set to URGENT. When a message-marked

Urgent is received, then the Stratagy system first checks if one or more notification records exist for that User ID with notification type URGENT. If so, then those records are activated, and otherwise, any

NORMAL notification records are used. Users might, for example, want to be notified by pager only when an Urgent message arrives.

USER OPTION LOCKS

Many user options can normally be changed by

users themselves by selecting the appropriate DTMF commands over the telephone, such as toggling the

Do Not Disturb attribute, changing the current greeting number, toggling Call Screening, etc. The

System Administrator can disallow a user from changing each of these settings on an individual

basis.

VOICE FORMS

The Stratagy system can be configured to prompt a caller with a series of questions. The voice

responses that the caller gives are then concatenated and are stored as a single message in the associated User ID. The Voice Forms feature is activated by the System Administrator simply by

using the “Q” (Question and Answer) token when programming the User ID. Each question is recorded as a greeting, either in that User ID or in others. The “Q” token specifies which greetings should be played to callers and the order in which they should be

played.

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USER FEATURES

BUSY GREETING

When a caller is directed to an extension which is busy, Stratagy can play a recorded greeting specific to this situation. The default is that the system will play a standard system busy greeting that says “That extension is busy, to hold press *, to try another extension enter it now, to leave a message please stay on the line,” but users may record their own custom busy greetings that will be played instead.

CALL QUEUING

all, but instead it could consist of company, product, or other information). If more than one caller chooses to hold for the same extension, then Stratagy will queue the callers in the order that their calls were

received. In addition to the “on-hold music,” callers will be informed of their position in this queue.

CALL SCREENING

Each User ID may be configured for call screening. Whenever a caller enters the User ID of the user with call screening enabled, the system will request that the caller say their name and company name. Stratagy records this information, dials the extension of the user, and announces that this caller is on the line by playing the recording. The called user may

then enter DTMF digits to indicate that the call

should be accepted or rejected; rejected callers are directed to leave a voice mail message for the user.

Also see Scheduled Call Screening.

CONTINUOUS MESSAGE DELETE

This feature is used in conjunction with the Continuous Message Playback feature. It allows a

user to enter a DTMF command that will delete a

number of messages at once. The number of messages that will be deleted is variable; it is the maximum number of messages whose cumulative length is less than a predetermined number of

minutes. For example, this feature may be used by transcription services which are accustomed to working from audio tape recordings rather than directly from voice mail recordings.

CONTINUOUS MESSAGE PLAYBACK

This feature is used in conjunction with the Continuous Message Delete feature. It allows a user to enter a DTMF command which will play back a

number of messages at once, without stopping between each message. The number of messages that will be played is variable; it is the maximum number of messages whose cumulative length is less than a predetermined number of minutes. For example, this feature may be used by transcription services which are accustomed to working from audio tape recordings rather than directly from voice mail recordings.

DO NOT DISTURB

When a caller enters the number of a User ID, Stratagy normally tries dialing the extension given in

that user’s Extension field to determine if the called

extension is available. When the Stratagy Do Not Disturb feature is activated, however, Stratagy will not dial the Extension field, but instead the call will be processed as if the called extension is not available (Ring No Answer), and the caller will be

offered the chance to leave a voice mail for the user

(provided that the User ID is configured to accept messages).

FAX MESSAGE IMMEDIATE RETRIEVE

An optional feature on Stratagy 24 systems is to attach one or two fax modems. These modems may then be configured for a number of different purposes, including accepting fax mail for users in addition to voice mail. When a user has received a message containing a fax, the message may be retrieved in one of two ways: Fax Message Immediate Retrieve and Fax Message Send Retrieve. In the case of Immediate Retrieve, the user calls into the Stratagy 24 system from a fax machine

with a handset (or other device capable of receiving

a fax where prompts can be heard and DTMF tones

transmitted). The user reviews the message

normally. When the fax message is played, the user is prompted that the message contains a fax, and the

number of pages of the fax. If the user then chooses the Immediate Retrieve option, the user is prompted to press the Start key on the fax machine, and Stratagy begins transmitting the fax over the connection. When the fax has been transmitted, the call is disconnected.

FAX MESSAGE SEND RETRIEVE

An optional feature on Stratagy 24 systems is to attach one or two fax modems. These modems may then be configured for a number of different

purposes, including accepting fax mail for users in

addition to voice mail. When a user has received a

message containing a fax, the message may be retrieved in one of two ways: Fax Message Immediate Retrieve and Fax Message Send Retrieve. In the case of Fax Message Send Retrieve,

_,,

-..-’

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STRATAGY 4/6/24

AUGUST 1994

the user calls into the Stratagy 24 system from a

DTMF telephone and reviews messages normally.

When the fax message is played, the user is

prompted that the message contains a fax, and the number of pages of the fax. The user then chooses

the Fax Message Send Retrieve option, and is then

prompted to enter the phone number of a fax machine, such as a machine made available by a hotel. The fax message is then queued for immediate delivery to this fax number, and the user may continue processing messages as before. A number of fax messages might be queued during one call.

Each of them will be sent separately to the indicated phone number(s), with automatic retry if the destination fax machine is busy or does not answer.

FUTURE DELIVERY

A user may create a message, address the message

and then mark it for future delivery to another user. The message is not delivered until the date and time entered by the sending user has been reached by the system clock.

GUEST USERS

A User ID may be permitted to create one or more

guest users, up to a maximum permitted number of

guests. Stratagy users frequently use this feature to

create guest IDS for their clients, so that they may

exchange confidential information easily. Guest users

are generally restricted by the group mechanism to

exchanging voice mail only with the user who

created the Guest ID, though this is under control of the System Administrator.

MESSAGE DATE AND TIME BY REQUEST

Stratagy normally plays the date and time when a

message was recorded just before playing back the

message to the user. After hearing the message, the

user may want to be reminded of the time of the

message, and this information may be requested by

entering a DTMF command. Furthermore, if the User

ID is configured not to play the date and time of each

message automatically, the user may use this feature to find out the date/time of a particular message.

MESSAGE FORWARDING

The Message Forwarding feature allows a user to

send a message that has already been received to

one or more other users of the Stratagy system. In

forwarding the message, the original user may

optionally record comments that explains to the new

recipient(s) why the message is being forwarded to them. However, a message may not be forwarded to

another user who does not share a common group

number with the sending user or if the original

message is marked “private”.

MESSAGE NOTIFICATION

Stratagy allows each User ID to have up to ten

different notification records (Message waiting lights,

stutter dialtone, pagers, voice, etc.). Each notification record specifies a notification method and the times of the day and the days of the week when that notification record is applicable, and the repeat count and interval for retrying that notification. Each notification method is a flexible dial string allowing the Stratagy system to be used with almost any kind of PBX or notification method including cascade notification.

MESSAGE PLAYBACK CONTROL

While playing back a message, a user may wish to skip backwards in the message, or skip forwards to get to a relevant piece of information contained in the message. Message Playback Control allows the user to do this at anytime while a message is being played by pressing the appropriate keys on a DTMF telephone dial pad.

MESSAGE PAUSE DURING PLAYBACK ..

While playing back a voice mail message, a user

may pause the playback for up to thirty seconds by

pressing the appropriate key on the DTMF telephone dial pad at any time. Pressing the key again before the thirty seconds has transpired will cause playback to resume immediately. While the playback is

paused, Stratagy is silent.

MESSAGE RECEIPT VERIFICATION

When a user sends a voice message to another

user, either by originating a new message or by forwarding an existing message, the sending user

may request receipt verification. When the recipient

of such a message plays that message, Stratagy will

automatically send a message back to the sender,

informing the user that the message has been

received. The recipient cannot disable this behavior

nor can the recipient tell that receipt verification was

requested for any particular message.

MESSAGE RETRIEVAL CONTROL

When a user is reviewing messages which have

been recorded, a number of different “presentation

orders” may be used. By default, Stratagy plays

messages back in the order received (in “FIFO” first-

in first-out order), with the exception that messages

marked Urgent are placed in the front of the

message queue. The user may instead play the

messages back in reverse order, from most recent to

least recent (“LIFO” last-in first-out order). Finally, the

user may also elect to have the system play only

messages which have not yet been heard, in

chronological order.

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STRATAGY 4/6/24

AUGUST 1994

MESSAGE UNDELETE

As users listen to their messages, they may mark

messages for deletion. The messages are not really deleted at that point; they will be deleted when the user leaves message management and returns to

the User’s Main Menu. In the meantime, the user

may “undelete” a message by entering a DTMF command. In actuality, of course, the user is merely unmarking the message for deletion. Once the user

returns to the User’s Main Menu, though, messages which were deleted are actually gone, and there is no way to retrieve them.

MESSAGE VOLUME CONTROL

The Stratagy system permits real-time volume control of messages during playback. While listening to messages, a user may press the appropriate

DTMF keys on the telephone dial pad to increase or decrease the volume. There are a total of sixteen steps for volume control. Each step increases or decreases the playback volume by 3db. The system

is defaulted to the middle position allowing eight steps in either direction.

OFFICE PACING

This feature allows individual users to receive a page over the office telephone system or overhead paging system automatically via the Stratagy system. Stratagy will place the call on hold or park and make

a pre-recorded page announcement using the DTMF

access codes. The System Administrator configures this feature for each User ID using tokens.

PAGING FOR URGENT CALLS

One of the notification types available in Stratagy’s flexible notification feature is reserved only for

messages marked Urgent by the message sender. The System Administrator may choose to use pager

notification for a user only when that user receives an urgent call, and other notification methods for

normal calls.

PERSONAL DISTRIBUTION LISTS

Users may define up to seven different distribution

lists consisting of other system users. There is no

limit, other than system disk space, on the number of

users who may be a member of any particular distribution list. The user who owns the list may add or delete members at any time. When a user creates a Personal Distribution List, the user may record a “list comment” which gives each list a descriptive

name or title. When the user selects the list when sending, the list comment is played back to confirm that the correct distribution list has been chosen.

PERSONAL GREETINGS

Normally, each user may record up to seven different personal greetings. At any one time, only one of

these greetings will be in effect, and will be played

when the user is busy or unavailable. Once the greetings have been recorded, the user may switch between the different greetings simply by entering the greeting number, and may at that point optionally

review or re-record a particular greeting. The user may also select the default system greeting instead

of a customized greeting.

PRIVATE MESSAGES

When a caller or a user sends a message to a system user, the message may be given special attributes, Urgent and/or Private. A Private message

is one which may not be forwarded by the recipient

to any other user. The recipient will be informed if a

message has the Urgent or Private attribute set.

PROTECTED SECURITY CODE

Each User ID in the Stratagy system may be given a security code. Before anyone can “log into” that User ID, which allows access to its messages, settings, greetings, etc., this security code must be entered by the caller. Once logged in, a user may change the security code, subject to the minimum length restriction which may be set by the System Administrator, maximum length is 16 digits. The System Administrator specifies the initial security code for each User ID. The administrator may also change the security code at any time, but the administrator cannot find out what the current security code is for any existing User ID.

RELAY PAGING

Relay Paging streamlines Message Notification permitting the caller to enter a phone number while the user’s greeting is being played. The Stratagy system still pages the user, but instead of displaying the usual information, only the phone number entered by the caller is displayed on the pager. This allows the user to return the call much sooner by not calling into the Stratagy system since no voice mail message is left.

SCHEDULED CALL SCREENING

The Stratagy Auto Scheduler allows various parameters of each User ID to be changed automatically at pre-scheduled days and times. One such feature is the Call Screening option. A User ID may be configured to switch automatically to Call Screening mode during certain hours of the day, or on certain days of the week (or any combination). See Call Screening for more details.

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STRATAGY 4/6/24

SCHEDULED DO NOT DISTURB SINGLE-DIGIT MENUS

The Stratagy Auto Scheduler allows various

parameters of each User ID to be changed automatically at pre-scheduled days and times. One such feature is the Do Not Disturb option. A User ID may be configured to turn this option on or off automatically at pre-scheduled times and/or days of

the week. See Do Not Disturb for more details.

While a user’s greeting is being played, a caller may enter a Single-Digit Menu that allows the caller to select an option, such as Audiotext, a personal assistant, call queuing or the operator, etc. When the caller enters one of the defined single-digit menu keys, the system will process the User ID associated with that menu item. Each User ID may have an individual Personal Single-Digit Menu.

SCHEDULED EXTENSIONS

The Stratagy Auto Scheduler permits several

attributes of a User ID to be changed on an automatically scheduled basis. One of these attributes is the Extension field. A User ID may be configured to change the Extension field automatically at a certain time and/or day. Two such

Auto Scheduler records could be used to toggle the

Extension field between two different values. Automatically scheduled Extension changes might be useful, for example, for a user who works from

two different locations on a regular basis. The

Stratagy system could be programmed to ring the phone at the correct location automatically, without

the need for the user to enter anv call forwardina

information manually each time the-user moves to a different location.

SCHEDULED GREETINGS

The Stratagy Auto Scheduler allows several options,

or attributes, of a User ID to be changed on a regular, pre-scheduled basis. These attributes can be set to change on certain days of the week, times of day, or based on the date. The greeting number for the User ID is one of these attributes which can be changed automatically. See Personal Greetings for more detail.

SCHEDULED MESSAGE NOTIFICATION

One of the many features of Stratagy’s flexible message notification system is the ability to configure

the applicable time and day for each notification

record. Notifications can be set to occur only during certain hours, on only certain days of the week, or any combination thereof. See Message Notification

for more details.

SINGLE-DIGIT MESSAGE REPLY

If one Stratagy user sends voice mail to another user, then the recipient can send a reply message to the original sender without having to reenter the sender’s User ID. While listening to messages, the DTMF command to Send a Message also functions as a Reply command by filling in the “from” information in the current message as the “to” information of the new message. If the recipient is not replying, but instead is sending a brand new message, then the user can simply enter that other

User ID, overwriting the default that was filled in

automatically.

URGENT MESSAGES

When a caller or a user sends a message to a system user, the message may be given special attributes, Urgent and/or Private. The recipient will be informed if a message has the Urgent or Private attribute set. Furthermore, Urgent messages have two special attributes. First, when an Urgent message is received by a User ID, it is placed at the beginning of that User ID’s message queue. When the messages are reviewed by the user, messages marked Urgent are always played back first,

regardless of the message retrieval order selected by the user. The second soecial feature of Uraent messages is that there is an Urgent notification $pe. This allows users to be notified differently for urgent messages than they are when normal messages are received. In fact, a user might have no notification set up at all for normal messages, but might have Pager Notification configured for urgent messages.

AUGUST 1994

SCHEDULED RING DURATION

The Stratagy Auto Scheduler allows several options, or attributes, of a User ID to be changed on a

regular, pre-scheduled basis. These attributes can be set to change on certain days of the week, times of day, or based on the date. The ring duration for the

User ID is one of these attributes which can be changed automatically. See Administration Features

- Ring Duration for more details.

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STRATAGY 4/6/24

AUGUST 1994

4-12

Table 4-1 Stratagy Features ,

STRATAGY 4/6/24

AUGUST 1994

Table 4-1 Stratagy Features (continued)

4-l 3

STRATAGY 4/6/24

Table 4-l Stratagy Features (continued)

AUGUST 1994

USER

4-l 4

Table 4-2 Stratagy Feature Differences by System

NOTE:

In addition, Stratagy 24 systems support four out of five

serial communication port (RS-232) options:

W Fax Modem 1 n Fax Modem 2 n Remote Maintenance n IVR Host Connectivity

H SMDI Integration

A maximum of up to 4 of these options may be configured

for each Stratagy 24 system.

STRATAGY 4/6/24

AUGUST 1994

CHAPTER 5

SYSTEM SPECIFICATIONS

This chapter provides specifications for various aspects of the Stratagy systems. The provided information details the systems’ physical and functional characteristics.

WEIGHT

30 Ibs.

POWER REQUIREMENTS

115 VAC at 6 amps (50/60 Hz)

230 VAC at 3.5 amps @O/60 Hz)

HEAT DISSIPATION

Maximum 200 watts

STRATAGY 4

685 BTU per hour

CONFIGURATION

‘

n A 486SX computer running at a minimum of 25MHz n A minimum of 2MB of RAM 4 A hard disk drive with DOS n One 3.5” diskette drive 4 Supports only FAX tone detection feature n Capacity of two or four ports with six hours of

message capacity n Integration with DK8 and DK16 only n Optional 2400 baud external modem

DIMENSION

Height - 16”

Width - 7”

Depth - 15”

STRATAGY 24

CONFIGURATION

n A 486SX computer running at a minimum of 25MHz n A minimum of 4MB of RAM n A hard disk drive with DOS n One 3.5” diskette drive n Keyboard and monitor n Optional 2400 baud external Modem n Full fax capabilities

W Up to 24 ports H Storage capacity of six, 20 or 33 hours n Three different disk storage capacities

DIMENSION

WEIGHT

29 Ibs.

POWER REQUIREMENTS

115 VAC at 6 amps (50160 Hz)

230 VAC at 3.5 amps (50/60 Hz)

HEAT DISSIPATION

Maximum 200 watts

685 BTU per hour

STRATAGY 6

CONFIGURATION

n A 486SX computer running at a minimum of 25MHz n A minimum of 2MB of RAM n A hard disk drive with DOS n One 3.5” diskette drive n Supports only FAX tone detection features n Capacity of two, four or six ports with six hours of

message capacity

System

Height - 6.2”

Width - 16.7” 12.8”

Depth - 16.7”

WEIGHT

System and keyboard - 38 Ibs.

Monitor - 20 Ibs.

POWER REQUIREMENTS

115 VAC at 6 amps (50160 Hz)

230 VAC at 3.5 amps (50160 Hz)

HEAT DISSIPATION

Maximum 200 watts

685 BTU per hour

MONITOR

POWER REQUIREMENTS

100 - 240 VAC at 0.5A amps (50160 Hz)

Monitor

13.3”

12.6”

DIMENSION

Height - 16”

Width - 7”

Depth - 15”

HEAT DISSIPATION

Maximum 50 watts 200 BTU per hour

5-1

STRATAGY 4/6/24

Strata=& / (o”i 1~

INSTALLATION AND MAINTENANCE MANUAL

INSTALLATION SECTION

SEPTEMBER 1994

Chapter 1 Chapter 2 _ _ _ - _ - _ - _ _ Chapter 3 Chapter 4 Chapter 5 _ - _ - - - - - - _

AppendixA ---------

_ - _ - - - - - - _

_ _ _ _ _ - _ - _ _ _ _ _ - _ - _ - _ _

AtoZ KELLATRONICS, INC

Introduction Before You Install Installing the Hardware

Accessing Stratagy Configuring and Backing Up Stratagy

Checklists and Forms

STRATAGY 4/6/24

INSTALLATION AND MAINTENANCE MANUAL

INSTALLATION SECTION

SEPTEMBER 1994

CHAPTER 1

INTRODUCTION

+ 248 hidden pages

Toshiba Stratagy 4, Stratagy 6, Stratagy 24 User Guide

TABLE OF CONTENTS