CTX Attendant Console User Guide

CTX Attendant Console User Guide
Telecommunication Systems Division
Digital Business Telephone Systems
CTX Attendant Console
User Guide
March 2003
Publication Information
Toshiba America Information Systems, Inc.,
Telecommunication Systems Division, reserves the right,
without prior notice, to revise this information publication for
any reason, including, but not limited to, utilization of new
advances in the state of technical arts or to simply change the
design of this document.
Further, Toshiba America Information Systems, Inc.,
Telecommunication Systems Division, also reserves the right,
without prior notice, to make such changes in equipment
design or components as engineering or manufacturing
methods may warrant.
CTX-UG-ATCON-VB
4016232
Version B, March 2003
© Copyright 2003
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
All rights reserved. No part of this manual, covered by the
copyrights hereon, may be reproduced in any form or by any
means—graphic, electronic, or mechanical, including
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systems—without express written permission of the publisher
of this material.
Strata is a registered trademark of Toshiba Corporation.
Stratagy is a registered trademark of Toshiba America
Information Systems, Inc.
Trademarks, registered trademarks, and service marks are the
property of their respective owners.
TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)
Telecommunication Systems Division License Agreement
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division
9740 Irvine Boulevard
Irvine, California 92618-1697
United States of America
TSD 081601
5932
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
Limited Warranty
Toshiba America Information Systems, Inc., (“TAIS”) warrants that:
•
The CTX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery
by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and
workmanship for twelve (12) months after delivery.
•
And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or
an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for
twenty-four (24) months after delivery.
This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is
modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse,
neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS
dealer, (e) if the equipment’s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in
assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.
The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the
equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the
malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such
parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to
be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than
thirty (30) days after such malfunction, whichever first occurs.
Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect,
consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be
entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.
To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of
TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction,
whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time
results in the customer being not entitled to warranty service.
THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR
TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES,
EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.
No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or
extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems
Division.
Contents
Introduction
Conventions ........................................................................................................................vi
Related Documents/Media................................................................................................ vii
Chapter 1 – The Grand Tour
Attendant Keys.....................................................................................................................3
Numeric Keypad...............................................................................................................3
Special Function Keys ......................................................................................................4
Function and Volume Keys ..............................................................................................5
Views and Controls..............................................................................................................6
Call Monitor View ............................................................................................................6
Menu Bar ..........................................................................................................................7
Toolbars ............................................................................................................................7
Info Bar .............................................................................................................................8
Status Bar..........................................................................................................................8
Chapter 2 – Call Processing
Login ....................................................................................................................................9
Answering Incoming Calls ................................................................................................10
Prompts ...........................................................................................................................11
Releasing a Call .................................................................................................................11
Making a Call.....................................................................................................................12
Call Completion..............................................................................................................13
BLF/DSS Dialing............................................................................................................14
Directory Dialing ............................................................................................................16
Show Department/Show All ...........................................................................................17
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Contents
Chapter 3 – User Directory
Hold....................................................................................................................................17
Call Transfer ......................................................................................................................18
Blind Transfer.................................................................................................................18
Conference Calls ................................................................................................................19
Joining and Splitting a Call.............................................................................................19
Switching Between Source and Destination Parties.......................................................20
Paging ................................................................................................................................21
Call Pickup.........................................................................................................................22
Call Door Phones ...............................................................................................................23
Door Unlock.......................................................................................................................24
Call Park.............................................................................................................................25
Status..................................................................................................................................26
Messages Tab.....................................................................................................................28
Message Waiting Light...................................................................................................29
Contacts Tab ......................................................................................................................31
Chapter 3 – User Directory
User Directory Dialog........................................................................................................34
Directory Lists ................................................................................................................36
Chapter 4 – Control Panel
Control Panel View............................................................................................................38
Prompts Tab....................................................................................................................41
Feature Keys Tab............................................................................................................42
Chapter 5 – Call Statistics
Call Statistics View............................................................................................................44
ii
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Contents
Chapter 6 – Administration
Chapter 6 – Administration
Administration View..........................................................................................................48
Admin Tab ......................................................................................................................48
Primary/Alternate Tab ....................................................................................................50
User & Dept. Tab............................................................................................................51
BLF Network Control Tab..............................................................................................52
Answer Priority Tab .......................................................................................................53
BLF Sorting Tab .............................................................................................................54
Backup Log Files ...............................................................................................................55
Appendix – Call List ........................................................................................................57
Index ......................................................................................................................................59
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Contents
Chapter 6 – Administration
iv
Strata CTX Attendant Console
03/03
Introduction
This guide is designed to provide instructions for the Strata CTX Attendant Console
connected to Toshiba’s Strata CTX system. It provides step-by-step instructions on
how to use the features and buttons of the Attendant screens.
This user guide is divided as follows:
• Chapter 1 – The Grand Tour includes information on the CTX Attendant
Console keyboard, the Main Menu, Toolbar, and other features for the Console.
• Chapter 2 – Call Processing explains how to perform the most commonly-used
features, including answering, calling, and transferring calls.
• Chapter 3 – User Directory explains how the Attendant can view and make
changes to the user directory that lists employees and groups.
• Chapter 4 – Control Panel provides descriptions and instructions for making
console settings. These settings include the console Night Transfer Mode, Setting
System Date and Time, Call Forwarding, Call Overflow and other settings
affecting how calls are handled during or after your shift.
• Chapter 5 – Call Statistics explains how to display, print and export the Console’s
call statistics.
• Chapter 6 – Administration describes various administrative features which
affect the console’s capabilities.
• Appendix – Call List describes call status terms and reasons that appear in the
Call List view.
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v
Introduction
Conventions
Conventions
Conventions
Description
Note
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!
Calls attention to important instructions or information.
CAUTION!
Advises you that hardware, software applications, or data
could be damaged if the instructions are not followed
closely.
Press to answer a call to the Extension Number. Each station
can have multiple extension buttons. Incoming calls ring the
extension button(s) from the top down. For example, station
10’s extensions ring 10-1 first, then 10-2, 10-3, and 10-4. A
station is considered busy when all extensions are being used.
Extension Number
Note
$ULDO%ROG
The naming convention for DKT assignments within
Toshiba is Directory Numbers. For clarity and ease of
understanding, the terms Extension Number and
Phantom Extension Number will be used in this
document in lieu of PDN and PhDN.
Represents keys on the keyboard.
shows a multiple PC keyboard or telephone button entry.
Entries without spaces between them show a simultaneous
entry.
+
Example: Delete+Enter.
Entries with spaces between them show a sequential entry.
Example: + .
Tilde (~)
vi
Means “through.” Example: 350~640 Hz frequency range.
➤
Denotes the step in a one-step procedure.
➤
Denotes a procedure.
Strata CTX Attendant Console
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Introduction
Related Documents/Media
Conventions
Description
Start > Settings > Printers
Denotes a progression of buttons and/or menu options on the
screen you should select.
See Figure 10
Grey words within the printed text denote cross-references. In
the electronic version of this document (Library CD-ROM or
FYI Internet download), cross-references appear in blue
hypertext.
Related Documents/Media
Note Some documents listed here may appear in different versions on the
CD-ROM or in print. To find the most current version, check the version/date in
the Publication Information on the back of the document’s title page.
Refer to the following for more information:
• Strata CTX Attendant Console Quick Reference Guide
• Strata CTX Attendant Console Installation Manual
• Strata CTX WinAdmin Application Software and Documentation Library on
CD-ROM
For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current
Strata CTX documentation and enables you to view, print and download current
publications.
Strata CTX Attendant Console
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vii
Introduction
Related Documents/Media
viii
Strata CTX Attendant Console
03/03
The Grand Tour
1
This chapter describes the Strata CTX Attendant Console, menu options and
keyboard. It provides general instructions for PC keyboard operations and for
navigating through the screens and dialog boxes.
The PC for the console is designed to handle all call activity within a single screen. All
calls appear in a single list. The CTX Attendant Console enables an Attendant to
manage console settings, maintain a user directory, and make administrative changes.
Calls are marked with icons to show the current status.
To make call handling as simple as possible, only the applicable features (tools) are
offered on-screen.
Note Your console may not have all of these features enabled. See your System
Administrator to find out which features are available on your console.
Strata CTX Attendant Console
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1
The Grand Tour
The Strata CTX Attendant Console is provided on a PC with Microsoft® Windows®
2000 operating systems. It connects to the Strata CTX processor via the LAN as a
Customer Supported Telephony Application (CSTA). It also connects to a digital
station port for the speech path. The console consists of the following items:
• Pre-installed CTX Attendant Console software application
• Keyboard
• Special Attendant Keyboard stickers (CTX-KL-ATCON-VA). See “Attendant
Keys” on pages 3~5 for sticker placement.
• Mouse
The following customer-supplied items are needed:
• Color VGA monitor (600x800 pixels) or better
• Attendant Console Interface Unit (BATI), which connects to the BDKU or PDKU
station interface on the Strata CTX. Also, a handset and cradle (BATHC). A
headset can be optionally ordered
...or
a DKT3001 can be used as the station interface. If a headset is used, it connects to
the BHEU installed in the DKT3001. See “Important!” on page 9.
The Strata CTX670 system supports up to four, and the CTX100 supports up to two
Attendant Consoles. Multiple consoles automatically share the incoming call load on a
call-by-call rotation basis. Features such as Overflow, Position Busy, and Interposition
Call Transfer add to the efficiency of single or multiple console applications.
2
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The Grand Tour
Attendant Keys
Attendant Keys
Numeric Keypad
Num
Lock
7
PRS
#
Hold/
Retrieve
/
—
8
TUV
Home
9
Some keys have multiple
functions.
For example, press this
key to Answer a call.
Then, you can press this
key to Blind Transfer the
call.
WXY
Answer
Pg Up
Transfer
(Blind)
4
GHI
1
5
JKL
2
ABC
End
6
MNO
3
DEF
+
Release
Pg Dn
Transfer
(Supv.)
0
Transfer
.
to VM
Ins
Del
Enter
6204
PC K EY
Minus (–)
Plus (+)
ATTENDANT KEY
+ROG5HWULHYH
$QVZHU
DESCRIPTION
Hold or Retrieve a call
Answer or Blind Transfer.
7UDQVIHU%OLQG
Enter
5HOHDVH
Release or Supervised Transfer.
7UDQVIHU6XSY
Del
Strata CTX Attendant Console
7UDQVIHUWR90
03/03
Voice Mail Transfer.
3
The Grand Tour
Attendant Keys
Special Function Keys
Next
Tab
Dial
Insert
Home
Pg Up
Source
Join/
Split
Dest
Del
End
Pg Dn
6205
PC KEY
4
ATTENDANT KEY
DESCRIPTION
INSERT
'LDO
Brings up the dial menu (you can then use the arrow
keys to select a dialing option).
Pg Up
1H[W7DE
Navigation tool that starts with the Call List View, then
moves from tab to tab. (See “Tabs” in the Call Monitor
View shown on page 6.)
Del
6RXUFH
Connects to the source party.
End
-RLQ6SOLW
Joins calls in a conference call; splits three-way
conference.
Pg Dn
'HVW
Connects to the destination party.
Strata CTX Attendant Console
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The Grand Tour
Attendant Keys
Function and Volume Keys
Help
Vol Up
Vol Dn
F1
F11
F12
6310
PC KEY
ATTENDANT KEY
DESCRIPTION
F1
+HOS
Displays the help topic.
F11
9RO8S
Increases the handset or the ringer volume.
F12
9RO'Q
Decreases the handset or the ringer volume.
Note If you place all the key stickers on your keyboard, you will have some leftover
stickers. These are for frequently used features that you can program onto keys
) ~) , such as Page, Call Pickup, Park, Park Page, and Door Unlock. See
“Feature Keys Tab” on page 42.
Up
Left
Right
6334
Down
ARROW K EYS
DESCRIPTION
8S
Navigates upward to different entries.
'RZQ
Navigates downward to different entries.
/HIW
Navigates to the left.
5LJKW
Navigates to the right.
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5
The Grand Tour
Views and Controls
Views and Controls
The View Pane contains icons for Call Monitor, User Directory, Control Panel, and
Administration views. Clicking an icon activates the corresponding work area view.
Call Monitor View
This view is used for controlling calls. It lists all current calls and has a toolbar for
easy call control. The bottom portion of the screen has tabs for changing the lower
window to items important to the Attendant. (See the window shown below).
Menu Bar
Toolbar Icons
Info Bar
Call List
Call Status
icons
View
Pane
Icons
Call Attributes
(See Appendix
for definitions)
Directory
Notes about
the user
highlighted in
the Directory.
Call
Monitor
Tabs
6594
Status Bar
6
Strata CTX Attendant Console
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The Grand Tour
Views and Controls
Menu Bar
The menu bar for the CTX Attendant consists of the Console, Call, Directory,
Statistics, Messages, View, and Help menus.
Toolbars
The toolbar contains icons for call handling (shown below). It is another option for
performing many of the keyboard or menu functions. The icon name appears when
you place your cursor over a icon.
Call Handling Toolbar Icons
Consult Transfer
Release
Blind
Transfer
Hold
Answer
Dial
Destination
Source
Join
Voice Mail
Transfer
Dial dropdown menu
Split
6311
Optional Toolbar Icons
The call monitor toolbar may also contain the following optional icons:
Paging
Click arrows
for menu
options
Set Msg
Waiting
Door
Phone
Pickup
Unlock
Door
Park
Add New
User
Cancel Msg
Waiting
Backup
Log Files
Reconnect
Database
6312
Strata CTX Attendant Console
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7
The Grand Tour
Views and Controls
Call Statistics Toolbar Icons
Date or Date Range to
include in a statistics
report in the Excel
format.
ExportToExcel
Prints the call statistics for
a specific date or a range
of dates.
6331
Info Bar
The Info Bar is on the top of Call List View. The Info Bar displays the number of
incoming calls at the moment, LCD message and the last Park Orbit number.
Status Bar
This provides a quick overview of the console’s status settings on the bottom of your
screen. For more information, see “Status” on page 26.
8
Strata CTX Attendant Console
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Call Processing
2
Many of the calling features in this chapter take advantage of the “hot” keyboard.
When you start typing the name or extension number of an individual, the Strata CTX
Attendant Console begins the dialing process or searches for a match in the directory
for the person being dialed.
Important!
• If a DKT telephone is connected to the CTX Attendant Console PC, use the
keyboard for all PC operations when the console is running. (When the console
is in Position Busy, it is still running.)
• When the Attendant Console software is not running, the DKT3001 telephone
can be used for regular calling. Calls intended for an Attendant when the
software is not running will follow the Alternate Destination programmed in
Strata CTX. Only calls directed to the DKT’s primary extension number will ring
the phone.
• Also, if the handset interferes with the headset, you can unplug the handset
while using the headset.
Login
1. To login, double click on the Strata CTX Attendant Console icon
....or click on the icon in the Microsoft Windows Start menu bar
...or select Start > Programs > Strata CTX Attendant > Strata CTX Attendant
Console.
2. Select User ID.
3. Type the password (default is empty), press Enter or click OK.
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9
Call Processing
Answering Incoming Calls
Answering Incoming Calls
➤ To answer the highest ringing call,
press $QVZHU(+) key on the
keyboard
...or click the $QVZHU icon
...or double click on the entry.
Num
Lock
7
PRS
+ROG
#
Hold/
Retrieve
/
—
5HWULHYH
Answer
$QVZHU
8
TUV
Home
9
WXY
Pg Up
7UDQVIHU
Transfer
(Blind)
4
GHI
1
5
JKL
2
ABC
6
MNO
3
DEF
(Blind)
+
End
Pg Dn
0
Transfer
.
to VM
Ins
Del
5HOHDVH
Release
7UDQVIHU
Transfer
(Supv.)
(Supervised)
Enter
6204
7UDQVIHUWR9RLFH0DLO
Press the Answer key.
The call with the “sounding” bell will be
answered. This is based on priority settings.
6212
Once a call is answered, that call is marked with the 6RXUFH&DOO icon and
is colored green while connected to the Attendant.
10
Strata CTX Attendant Console
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Call Processing
Releasing a Call
➤ To answer a specific call
➤ Highlight the call using the Up/Down arrows on your keyboard, then press
$QVZHU
...or double click on the call to answer.
➤ To make notes about the current call
➤ Press Next Tab or click the Prompt/Notes tab, then click in the text area with your
cursor and type notes (shown below). The notes disappear when you disconnect.
The Prompt/Notes tab is where you enter
notes about the current call.
6428
Prompts
➤ To use answering Prompts, click the Prompts/Notes tab and answer according to
the on-screen prompt. (Example: “Toshiba America, Telecom Division.”)
If prompts have been entered, they appear on-screen (in the Prompts/Notes tab
section, see above) when a call comes in that fits the prompt criteria. Prompts may
remind you how to answer for a particular line, line group, or entire company.
There are two requirements to create prompts: One, prompts must be entered in the
Control Panel, Prompts tab. Two, in Administration, on the Admin tab, “Activate
Line Prompt” must be checked.
Releasing a Call
➤ While on an active call, press 5HOHDVH(Enter) on the keyboard
...or click the 5HOHDVH icon
...or select Call > Release.
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11
Call Processing
Making a Call
Making a Call
➤ To dial using the keyboard
➤ Type the number on the numeric keypad, press 5HOHDVH7UDQVIHU (Enter)on the
keyboard.
Note If the console is idle when you dial, the view changes to the Directory tab view.
➤ To dial a number from an on-screen dial pad
1. Press 'LDO(Insert) key
...or click the 'LDO3DG icon down arrow, the select the Dial Pad
...or select Call > Dial > Dial Pad.
2. Enter the number, click 'LDO.
➤ To redial the last number
➤ Press $OW+&, press /, then select the dialed number
...or click the 'LDO icon down arrow, select one of the recently
dialed numbers at the bottom of the menu.
➤ To dial a number from call history
1. Press $OW+&, press /
...or select Call > Dial > Caller ID List. A list of recently received calls displays.
The list shows calling numbers, the time of the calls, and whether each call was
answered or abandoned.
2. Select a number, press 'LDO.
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Call Processing
Making a Call
➤ To dial a speed dial number
1. Press $OW+&, press /, then select Speed Dial
...or click the 'LDO icon drop-down arrow, select Speed Dial.
...or select Call > Dial > Speed Dial.
The console’s Speed Dial numbers display.
2. Select a Speed Dial number, click OK.
Call Completion
Call Completion codes are options for when you encounter busy or Do Not Disturb
(DND), or other conditions that prevent you from completing a call. These codes
enable you to override these conditions or to use another method to reach someone.
➤ To complete a call using Call Completion Codes, enter the number on your keypad
that corresponds with the desired code described below.
Call Completion Codes
NUMERIC
KEYPAD
BUTTON
DESCRIPTION
Always set the ring mode to Tone First or override a busy/DND call.
Set the ring mode to Voice First always or override a busy/DND call.
Intrude into a busy/DND call (ExecOverride).
Set callback on a busy or ringing call.
Perform manual Off-hook Call Announce (OCA) or set the ring mode to
Voice first always or override a busy/DND call.
Set Message Waiting light on other phone.
...or
➤ Click Call > Call Completion, then select Tone/Voice, Busy Override, Executive
Override, Call Back, or Set Message Waiting/Cancel Message Waiting.
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Call Processing
Making a Call
BLF/DSS Dialing
The Busy Lamp Field/Direct Station Selection (BLF/DSS) tab provides a list of users,
their extensions, and telephone status (icons). You can make calls from this tab.
1. Press 1H[W7DE on the keyboard to select the BLF/DSS tab.
2. Use the up or down arrows on the keyboard to select an individual.
3. Press the Enter key on the keyboard (not the numeric keypad) or double click on
the individual that you want to call.
...or
1. Click the BLF/DSS tab.
2. Press the Enter key on the keyboard or double click on an entry
...or select an entry, then double click on the individual that you want to call.
Current
BLF/DSS
Click to view
additional
BLF/DSS lists
6210
Status icons indicate these calling conditions.
14
Station Idle
Station Idle with Advisory Message
Station Busy
Station Busy with Advisory Message
Station DND or “Not attached to the
local system”
Station DND with Advisory Message
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Call Processing
Making a Call
Note If your CTX telephone system is networked to another CTX system (using R1.2
or later software), you can see BLF/DSS information for all users. When using
versions prior to CTX 1.2, vacant stations and pilot numbers on a remote
networked system appear in DND status. With R1.2 and higher, these stations
will appear idle on the BLF.
➤ To make a consultation transfer from the BLF/DSS tab
1. With a connected call, click on the destination party. Your console shows
“Announce” and you can announce the call.
2. Press 7UDQVIHU ((QWHU) on the keyboard to send the call to the destination party.
➤ To perform a blind transfer from the BLF/DSS tab
➤ With a connected call, double-click on the destination party. The call immediately
leaves the console and calls the destination.
Note You can customize the order of the names from the User Directory. See Chapter
3 – User Directory for more details.
Number of BLF tabs
The number of BLF tabs that appear on your screen varies according to the display
setting on your PC (see below):
Display Setting
Maximum Number of BLF Tabs
600 x 800
3
1024 x 768
5
1152 x 864
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Call Processing
Making a Call
Directory Dialing
The Directory tab lists the names, extensions, status, Voice Mail (VM) box, and
additional phone numbers of everyone in the directory. The information in the
directory is entered from the User Directory (see Chapter 3 – User Directory). It is
stored in the CTX Attendant Console Database.
The status icons are the same as the BLF/DSS. There’s also a field for Notes (far right,
not shown) on each entry.
1. Press 1H[W7DE on the keyboard to select the Directory tab or after answering a
call, begin entering the name or number.
2. Use the up or down arrows on the keyboard to select an individual.
3. Press 5HOHDVH7UDQVIHU (Enter)keyon the keyboard.
...or
1. Click the Directory tab (shown below).
2. Double click on an entry or select an entry and press 5HOHDVH7UDQVIHU (Enter)
on the keyboard.
Note If you dial a number that your console is not permitted to use, “Invalid”
displays in the grey area above “Name.”
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Call Processing
Hold
Show Department/Show All
1. Click Show Department to view the directory by department or Show All to view
individual listings. Departments are created in the Administration view.
2. Click the “+” in front of the Dept. Name to display department members
...or while in Dept. View, type the Dept. Name. Department members display.
Hold
➤ To hold a call
➤ To put the current call on hold, press +ROG5HWULHYH
...or click on the +ROG icon. You can also select an active call in the call list, then
select Call > Hold.
➤ To retrieve a held call
➤ Highlight call to be retrieved, press +ROG5HWULHYH
...or highlight the call to be retrieved, then double-click on the call in the call list
...or highlight the call to be retrieved, select Call > Hold/Retrieve/Return.
...or click the +ROG icon again.
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Call Processing
Call Transfer
Call Transfer
Blind Transfer
Blind transfer is when you perform an immediate transfer without announcing the call
to the destination party.
➤ While on an active call, dial the destination party on the numeric keypad. Press
7UDQVIHU%OLQG (+) on the keyboard
...or click on the %OLQG7UDQVIHU icon
...or select Call > Transfer > Blind transfer.
Enter destination party from the number
keypad. The Directory Dial window appears
(shown right), and the matching entry is
shown in the top window.
If an exact match is not found, scroll and
select a name/number, click OK.
6220
➤ To make a supervised transfer call
1. While on an active call, dial the destination party on the numeric keypad, press
7UDQVIHU6XSY(Enter) on the keyboard.
2. Announce the call (optional). The first party is put on ConsultHold, while you
announce to the second party (shown below).
3. Press 7UDQVIHU6XSY(Enter).
➤ To set up the Supervised Transfer call, select Call > Setup Conference. Enter the
destination party, then click OK, announce the call. Press Enter to transfer.
When selecting the destination party from the BLF/DSS, Directory or Contact
tabs, the CTX Attendant Console automatically transfers the call if the default
transfer flag in Admin View is enabled. CTX Attendant Console performs
consultation transfer if the default transfer flag is disabled.
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Call Processing
Conference Calls
➤ To transfer a call to voice mail
1. While connected to a call, enter the extension number to transfer to.
2. Press 7UDQVIHUWR90 (Del) on the keyboard. Call goes to Voice Mail
...or while connected to a call, select Call > Transfer > Voice Mail Transfer, enter
the destination extension, and press Enter.
...or
1. While connected to a call, click the 7UDQVIHUWR90 icon.
2. Enter the extension number to transfer to.
3. Press Enter or click OK.
Conference Calls
Joining and Splitting a Call
➤ With calls on source and destination, press -RLQ6SOLW.
...or select Call > Join/Split. The CTX Attendant creates a three-way conference.
➤ To add another destination party to the conference with the Attendant
1. While in a conference (“conferenced” shows on-screen), dial the extension to
add, press 5HOHDVH (Enter).
2. After the dialed party answers, press -RLQ6SOLW (End). The CTX Attendant joins
the active call and the consultation call.
...or select Call > Join > Join/Split.
➤ To split a three-way conference call
➤ Press -RLQ6SOLW
...or select Call > Join/Split.
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Call Processing
Conference Calls
➤ To release the last party from a conferencing call
➤ Select Call > Release Last Party.
Switching Between Source and Destination Parties
Note You can switch between Source and Destination parties (swap) when two calls
are conferenced together with the Attendant.
➤ To switch to the source party, press 6RXUFH (Delete)
...or select Call > Source.
➤ To switch to the destination party, press Destination (Page Down)
...or click on the 'HVWLQDWLRQ icon.
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Call Processing
Paging
Paging
You can make paging announcements to a primary or alternate page zone. See your
System Administrator for a definition of the page zone areas.
Note You can assign one of the function keys ()~) on your keyboard) as the
3DJH
key. See “Feature Keys Tab” on page 42.
➤ To page the primary page zone
1. Click the 3DJLQJ icon. The current call is placed on hold if the administration
option “Automatic Hold” is enabled.
2. Make an announcement over the paging system.
...or click the 3DJH icon down arrow, select Primary Page
...or select Console > Page > Primary Page.
➤ To page an alternate page zone
1. Click the 3DJLQJ icon down arrow, select Alternate Page
...or select Console > Page > Alternate Page
2. Click the down arrow and select a paging zone.
3. Click 3DJLQJ.
➤ To make an emergency page
1. Click the 3DJLQJ icon down arrow, select Emergency Page
...or select Console > Page > Emergency Page.
2. Click the down arrow and select a paging zone.
3. Click (PHUJHQF\. Console will override any page going to that zone.
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Call Processing
Call Pickup
Call Pickup
Call pick up provides a variety of ways for calls ringing at other stations to be picked
up at this location. Some of these options require additional digits to be entered to
select the CO line, a group, or station.
Note You can assign one of the function keys ()~) on your keyboard) as the
&DOO3LFNXS
key. See “Feature Keys Tab” on page 42.
➤ To pick up a call at the primary location
1. Click the 3LFNXS icon
...or select Console > Call Pickup > Primary.
The Pickup icon defaults to the Primary Pickup option.
2. Click the down arrow to select the Pickup Held/Ringing station.
3. Click 3LFNXS.
➤ To pick up a call at an alternate location
1. Click the 3LFN8S icon down-arrow, select Alternate Pickup.
2. From the Call Pickup window, select a category and click the down arrow to
select a line or station to pick up.
3. Click 3LFN8S.
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Call Processing
Call Door Phones
Call Door Phones
Note You can assign one of the function keys ()~) on your keyboard) as the
'RRU3KRQH
icon. See “Feature Keys Tab” on page 42.
➤ To call the primary door phone
1. Click the 'RRU3KRQH icon
...or select Console > Door Phone > Primary Phone.
If only one Door Phone was programmed in the system, the console calls the
Primary Door Phone. If more than one Door Phone was programmed, continue to
the next step.
2. In the Door Phone window, click the drop down arrow to select the door phone,
click 'RRU3KRQH.
➤ To call the alternate door phone
1. Click the 'RRU3KRQH icon drop-down arrow, select Alternate Phone
...or select Console > Door Phone > Alternate Phone.
2. In the Door Phone window, click the drop down arrow to select the door phone,
click 'RRU3KRQH.
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Call Processing
Door Unlock
Door Unlock
Calls from Door Phones appear as a call in the call window. These calls can be
answered in the same way any other call is handled. Some CTX installations provide
the ability to unlock the door with the Door Unlock icon.
Note You can assign one of the function keys ()~) on your keyboard) as the
'RRU8QORFN
key. See “Feature Keys Tab” on page 42.
➤ To unlock the primary door
1. Click the 'RRU8QORFN icon. If only one door was programmed in the system,
the primary door unlocks. If more than one door was programmed, continue to the
next step.
2. Select a door from the Door Unlock list down arrow, click 8QORFN.
➤ To unlock an alternate door
1. Click the 'RRU8QORFN icon drop-down arrow. Performs same function as
Console > Door Unlock.
2. Select Alternate Unlock.
3. Click the down arrow, select a door to unlock.
4. Click 8QORFN.
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Call Processing
Call Park
Call Park
Note You can assign one of the function keys ()~) on your keyboard) as the
3DUN
or 3DUN3DJH key. See “Feature Keys Tab” on page 42.
➤ To park a call
1. Select a call.
2. Click the 3DUN icon. The call is parked by the system at a location set in the
Administration view under the Primary setting.
➤ To select primary park, alternate park, or retrieve
1. Select a call.
2. Click the 3DUN icon down arrow, then select a park option
...or select Call > Park, then select a Park option.
If you select Primary or Alternate Park, you can choose one of the following:
• Station enables you to type or select a park station.
• Auto enables the system to select a park orbit to park the call.
• Park button parks the call and enables you to make a page announcement.
• Park Page button enables you to park the call per your selection (left side of
this window) and to then make a page announcement.
• Retrieve enables you to retrieve the last (or highlighted) parked call.
➤ To retrieve a parked call
1. Right click in the call list view area, then select Park Retrieve.
2. In the Call Retrieve dialog box, type or select an orbit or extension number, then
click 5HWULHYH.
➤ ...or click the Park down-arrow, the select Retrieve
➤ ...or select Call > Park Retrieve.
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Call Processing
Status
Status
The functions and descriptions for the Attendant status are as follows:
Position
Active/Busy
Day, Day2,
Night Mode
Overflow
On/Off
Call
Forward
Administrative
Function
BLF Network/BLF Local
6683
FUNCTIONS
26
Time
Database Link
Information.
Blank means
the link is
working.
DESCRIPTION
Position Active/Busy
Enables you to set Position Busy or Position Active.
Day/Night Mode
Enables you to set Day, Day 2, or Night Mode.
Overflow On/Off
Enables you to set Overflow on or off.
CF-Setting
Enables the Attendant to determine what kind of Call
Forwarding is available: No Call Forwarding, All Calls or
External calls. All the items are dynamically inserted
into the Call Forward menu.
Trace ON
Ignore. Used for the troubleshooting purposes.
BLF Network/Local
If your Strata CTX telephone system has the
networking feature and the ability to retrieve network
information, then “BLF Network” displays; otherwise, it
displays “BLF Local.”
Database Link
Display “Database Link Broken” in red when Database
is disconnected. No text is displayed when Database is
connected.
Time
Enables the Attendant to set the date and time at the
PC by pressing Change PC button.
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Call Processing
Status
➤ To change console, overflow, night mode or call forward (CF) destination status
➤ Right click on the current status on the Status bar,
then select the new choice.
...or
1. Click Console > Console Status, Overflow, or
Day/Night Mode or Forwarding. A menu
displays (shown right).
2. Click the new choice. The new status displays.
Notes
• The CF destinations are defined by the
Administrator (see “Call Forward (CF)
Settings” on page 39).
• Call Forward applies only to the Attendant
Console extension number. It does not
forward the calls in queue.
➤ To fix a broken database link
➤ Click the 5HFRQQHFW'DWDEDVH icon
...or select Directory > Reconnect Database.
If the screen shown right appears, the link is still broken. Contact your Telephone
System Administrator.
➤ To change date and time
1. Right click on the current time showing. The Date and Time dialog box displays.
2. Type or select new settings, click $SSO\.
3. Click 2.. Date/Time window closes.
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Call Processing
Messages Tab
Messages Tab
This tab enables you to view existing messages or add a new message for a person
listed in the Directory. You can save, delete or print messages. Messages are stored in
a shared file directory available to any CTX console in your telephone system.
Click to select user
Message Area
Click to turn on Msg
Waiting light on
user’s phone
Click tab to view
this window
6159
➤ To take a message for a user
1. Click the Messages tab.
2. With the message displayed, pull down the list of names and scroll to find
message recipient. Enter characters to speed scroll down to the letters
entered.
3. Begin the message by entering the name of the person the message is
from and optionally a company name. The date and time will
automatically be entered.
4. Tab down to the message area and enter a text message.
5. Click the 6DYH icon to store the message in that person’s folder
6. Click the 6HQG0: button to turn on the Message Waiting light on the
user’s telephone.
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Call Processing
Messages Tab
Message Waiting Light
If you call a busy telephone, you can set a Message Waiting light so that they will
return your call.
➤ To set a message waiting light on a telephone
➤ From the Messages tab, you can select a user and click the Send MW
button
...or you can
1. Click the 0HVVDJH:DLWLQJ icon.
2. Type or select a directory number.
3. Click OK. The Msg light turns on at that station. When the user presses
the 0VJ button, the console is called
➤ To cancel a message waiting light on a telephone
1. Click the &DQFHO0HVVDJH:DLWLQJ icon.
2. Type or select a directory number.
Click OK. The Msg light turns off at that station.
...or
1. Click theMessages tab.
2. Click the down arrow, and select a user name in the left window.
3. Click the 0:&DQFHO button.
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Call Processing
Messages Tab
➤ To retrieve messages for a user
When the user calls the Attendant console, the Message Tab automatically pops up
and that user’s messages will be listed in the left hand box.
1. If the user calls from a non-matching phone or calls in from the outside, select the
user’s name from the drop-down directory listing.
2. Highlight any message and the details appear in the right-hand window.
➤ To retrieve messages left for the console
1. Press1H[W7DE on the keyboard to access Call Monitor View.
2. Use the up or down arrows on the keyboard to select the message.
3. Press $QVZHU7UDQVIHU (Enter)keyon the keyboard.
...or double click on the message waiting call in the call list (see example below).
Your console will call the station that left the Message.
➤ To delete a message for a user
1. Click the Messages tab.
2. Click on name of a user, select the message, then click the 'HOHWH icon.
➤ To print one or all messages
1. Click the Messages tab.
2. Select the message(s), click the 3ULQW icon.
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Call Processing
Contacts Tab
Contacts Tab
This tab provides the complete contact listing for one individual on the screen. The
only item that can be changed from any Attendant position is the Notes field.
➤ To view contacts, click the Contacts Tab, use the arrow buttons to move from
contact to contact.
Note The fields Status, Name, Job title, Department and e-mail are usually edited by
the Administrator.
Arrows to page through users
Click in this box
to type notes.
6216
Click tab to view Contacts
➤ To dial using contact information
➤ To dial an alternate number from the user directory, right click on an entry in the
BLF/DSS or right click in the Directory tab. The CTX Attendant Console displays
the Contacts tab for that entry.
➤ To dial a phone number in the Contacts tab, double click on the phone number or
select the phone number and press 5HOHDVH7UDQVIHU (Enter) on the keyboard.
➤ To add a note
1. Click in the Notes box, type a note.
2. Click the Modify Notes button. The first few words of the note appear in the
Directory tab view as calls are dialed or transferred, or if the associated user’s
name is highlighted in the directory. This is useful for noting when users are on
vacation or out of the office. (See “Call Monitor View” on page 6.)
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Call Processing
Contacts Tab
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3
User Directory
You can create/add/delete users to the Directory. The User Directory List view also
enables any Attendant to view the employees and groups in the user directory (shown
below).
6283
The following fields appear in the User Directory list:
FIELD
DESCRIPTION
Pg.
Page number where this entry appears on BLF/DSS.
Pos.
Position of this entry on the BLF/DSS tab page.
First Name
The user’s first name.
Last Name
The user’s last name.
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User Directory
User Directory Dialog
FIELD
DESCRIPTION
Job Title
The user’s job title.
Department
The user’s department.
Directory Number
The user’s directory number.
VM Box
The user’s voice mail box.
e-mail
The user’s e-mail address.
Phone 1
The user’s additional phone number.
Phone 2
The user’s additional phone number.
Phone 3
The user’s additional phone number.
Cellular
The user’s cellular phone number.
The following operations are allowed in the directory list:
• Clicking the column heading of the list view sorts the entries in ascending order.
Clicking the column heading again sorts the entries in descending order.
• Right click on an entry to display the user directory dialog.
User Directory Dialog
The user directory dialog enables you to add/change a single directory entry. Only the
Notes can be changed, unless you are an Administrator. Additions or changes to the
Directory are stored in the CTX Attendant Console Database.
➤ To add a new user to the directory
➤ Click on the 1HZ8VHU icon
...or select Directory > Add New User.
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User Directory
User Directory Dialog
➤ To change a directory entry
1. Click on the 8VHU'LUHFWRU\ icon.
2. Right click on a name in the
directory window
3. After making new or
changing entries, select
Directory > Update Directory
to update the Directory tab
screen and the BLF tab
screen.
6196
The fields are the same as described in the User Directory view. The following are
buttons found on the User Directory Form dialog box.
BUTTON N AME
DESCRIPTIONS
New
Blanks out all the fields. The Update button changes to
Add button after clicking the New button.
Add
Insert a user to the user directory list. The Add button
changes to Update button after clicking the Add button.
Update
Update a user’s information.
Delete
Delete a user from the user directory list.
First, Previous, Next, Last
Show the first user, previous user, next user, or last
user.
Close
Exit the user directory dialog.
Note The Operator Attendant can only perform the following operations: Update the
notes, View the first, previous, next and last user and close the dialog.
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User Directory
User Directory Dialog
Directory Lists
You can import and export files created in Excel into the Console’s directory. We
suggest that you create a few users in the directory as described previously, then
export the directory for updating.
You may find it more convenient to create a directory while the console is offline (not
processing calls).
➤ To create a directory list offline
1. Create a file in Excel or edit an exported directory list.
Important!
If you are creating a brand new file in Excel, you must have the exact
number of columns that the Attendant directory contains.
2. Type in the directory entries.
3. When you have completed your list, type the word “End” (no quotes) in the last
row, first column of your Excel file.
➤ To import a directory list (This function is only enabled in the offline console)
1. Click Directory > Import Directory.
2. Click Browse, locate and highlight the directory Excel file to import.
3. Click OK.
➤ To export a directory list
1. Click Directory > Export Directory.
2. Select a location to export the directory.
3. Click OK.
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Control Panel
4
This chapter explains how to set the console control features, such as setting a Call
Forward destination, night time call handling, etc. Console control features are
generally those that you set at the beginning and end of your shift.
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Control Panel
Control Panel View
Control Panel View
The Control Panel view contains the Status, Prompts and Feature Keys tabs.
6595
Status Tab
The status tab enables you to view and edit details of the status bar items.
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Control Panel
Control Panel View
Position Busy/Active
When there are multiple Attendant consoles to handle calls, you can place a console in
Position Busy status. Held and transfer recalls continue to ring the console that
processed them. When the last console in the Attendant group is placed in Position
Busy mode, the entire group is considered unattended. All calls will be directed to the
Alternate Destination location when the entire group is unattended.
The console is placed in a Position Busy Pending state if you are connected to a call,
making an outgoing call, holding, or if you are in ring transfer mode. When you have
completed call handling, the console enters Position Busy mode.
➤ To change console status to position busy/active
1. Click the &RQWURO3DQHO icon.
2. Select the Status tab, then use the drop-down list to select Position Busy or
Position Active.
Overflow On/Off
1. Click the &RQWURO3DQHO icon.
2. From the Status tab, use the pull down the list to select the Overflow On/
Overflow Off.
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 based
upon settings in the Strata CTX system.
1. Click the &RQWURO3DQHO icon.
2. From the Status tab, use the pull down the list to select Day, Day2, or Night mode.
Call Forward (CF) Settings
The Call Forward (CF) menu selections are created or set from the Control Panel.
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39
Control Panel
Control Panel View
➤ To create call forward menu items
1. Click the &RQWURO3DQHO icon.
2. From the Status tab, use the Call Forward pull-down the list to select the type of
Call Forward.
...or to create a new Call Forward destination, click the 6HWWLQJV button. Click
the CF drop-down box to select a CF call type (Trunks or All). In the next box,
select a CF destination, click $SSO\.
➤ To delete a CF menu item, follow the above instructions and click 'HOHWH
(instead of Apply in the final step).
To select CF for the console (after the menus have been created), refer to “To change
console, overflow, night mode or call forward (CF) destination status” on page 27.
Call Forward applies only to the Attendant Console extension number. It does not
forward the calls in queue.
Date/Time
The date and time can be set using the PC’s internal clock. This clock can be
changed.
➤ To set the PC date and time
1. Click the &RQWURO3DQHO icon.
2. From the Status tab, click the &KDQJH3& button to bring up the Windows clock
setting routine. Make any changes necessary to correct the time.
3. Click Apply, click OK.
➤ To set the CTX time to match the PC date and time
1. Click the &RQWURO3DQHO icon.
2. Click the &KDQJH&7; button. The time should change in this window and on
the associated LCD telephones.
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Control Panel
Control Panel View
Prompts Tab
This tab enables you to type in prompts for incoming calls through outside lines, as
well as for specific lines and dialed numbers (DNIS).
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➤ To store a prompt
1. Click the &RQWURO3DQHO icon.
2. Click the Prompts tab.
3. Click in the desired cell to enter a prompt, such as “Telecom Sales Division”
shown in the screen above.
4. Click OK or Apply when you are done.
➤ To clear all items in one row in the DNIS section, click the Clear DNIS button.
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41
Control Panel
Control Panel View
Feature Keys Tab
This tab is where you assign dialing sequences to the )~) keys. F-keys can be
used as Speed Dial locations or to store dialing prefixes or area codes.
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➤ To store numbers onto keys F2~F10
1. Click the &RQWURO3DQHO icon.
2. Click the Feature Keys tab.
3. Click in the Name box of the )-key and enter a name.
4. Click in the )-key box and enter the dialing string.
5. Click on any tab or icon when you are done.
6. If there is a pre-printed sticker for that function, stick it on the key
...or write the key function on one of the blank stickers and stick it on the key.
➤ To use the )~) keys, press the )-key and the stored numbers are dialed. You
can use these keys in addition to the dial pad.
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Call Statistics
5
This chapter describes the types of information and reports available on the Attendant
position.
Statistics on incoming calls are collected and stored daily for each console. Each
console collects information pertaining to that console only.
To develop a larger set of statistics when multiple consoles are used, the files from
each location can be imported into any standard spread sheet for preparing a
composite report. The information collected includes:
• number of internal incoming calls received per hour
• number of external incoming calls received per hour
• total talk time (in seconds) per hour
• maximum number of calls in queue (CIQ) each 15-minute interval
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Call Statistics
Call Statistics View
Call Statistics View
Call Statistics View consists of an edit box with a spin control for selecting the date
for past 30 days and a list of statistics collected for each hour of the day.
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The following statistic attributes are displayed in columns of the statistics list:
FIELD
44
DESCRIPTION
Date
The date of the statistics was collected.
Time
The time (every hour) of the statistics or the console’s start up
time.
1st Qtr CIQ
The maximum number of calls in queue for the first 15 minute
interval.
2nd Qtr CIQ
The maximum number of calls in queue for the second 15
minute interval.
3rd Qtr CIQ
The maximum number of calls in queue for the third 15 minute
interval.
4th Qtr CIQ
The maximum number of calls in queue for the fourth 15
minute interval.
Internal Calls
The number of internal incoming calls received per hour.
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Call Statistics
Call Statistics View
FIELD
DESCRIPTION
External Calls
The number of external incoming calls received per hour.
Incoming Talk Time
The talk time in seconds for incoming calls received per hour.
External Talk Time
The talk time in seconds for external calls received per hour.
Total Talk Time
The total talk time in seconds for all calls received per hour.
Notes
• A user can select a date from current date to 30/31 days prior to the current date to
view the call statistics.
• A user can print statistics for the current page or for a range of dates.
• A user can export statistics for the current page or for a range of dates to an Excel
spreadsheet and save it as an Excel file.
➤ To display call statistics for any specific day
1. From the View pane click on the Call Statistics icon. Call Statistics view displays.
2. Enter a date to view the statistics. The default view is today’s date.
➤ To print call statistics
1. From the View pane click on the Call Statistics icon. Call Statistics view displays.
2. Click the Print icon. A dialog box appears offering choices for printing.
3. Select either print Current page or enter a range of dates to print the reports.
➤ To export data to Excel
1. From the View pane click on the Call Statistics icon. Call Statistics view displays.
2. Click the Excel icon. A dialog box appears.
3. Enter a date range.
4. Browse to select the location for the Excel file.
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45
Call Statistics
Call Statistics View
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Strata CTX Attendant Console
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Administration
6
This chapter discusses the features of the Strata CTX Attendant Console that apply to
the Administrator.
Maintenance and administration of the CTX Attendant Console is through the Control
Panel, User Directory, and Administration work area views.
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47
Administration
Administration View
Administration View
The Administration view provides a view of administrative settings. It contains the
Admin, Primary & Alternate, User & Dept, BLF Network Control, Answer Priority
and BLF Sorting tabs.
Admin Tab
➤ To access the Administration tab, click the Administration icon.
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The Admin tab contains the following sections:
FIELD
DESCRIPTION
Multiple Attendant
Allow multiple Attendant operations.
BLF Refresh Rate
Enables the Attendant to define the refresh rate for
polling the CTX for BLF/DSS status. The minimum rate
is 1 second. The default is 3.
Automatic Dialing
Enable/Disable automatic dialing. Console will transfer
call as soon as name or DN is matched.
Automatic Hold
Enable/Disable automatic hold.
Activate Incoming Call
Enable/Disable activate incoming call. PC will
automatically switch to operating as the CTX Attendant
Console when a new call comes in.
Default Transfer
Enable/Disable default transfer (Blind transfer).
Anticipate DTMF Tone with
Flash
Enable/Disable the DTMF Tone dialog to anticipate use
after Flash. Disable if Flash is used for Call Waiting on
telco lines.
Continuous DTMF
Enable/Disable the continuous DTMF tone.
Show BLF Tab
Displays/Hides the BLF tab from the Call Monitor.
Activate Line Prompt
This enables the Prompt to be visible (during the
appropriate conditions). See Control Panel, “Prompts
Tab” on page 41 and “Prompts” on page 11.
Max. Caller ID
Maximum of Caller ID. Allow the Caller ID telephone
numbers to display in the Caller ID list. The valid value
is from 0 to 20.
Max. Called Number
Maximum of Called Number. Allow the numbers of
Called Numbers display on the Called List. The valid
value is from 0 to 10.
Notes
• The Administrator can change all the above settings.
• The Operator/Attendant can change only PC level settings.
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49
Administration
Administration View
Primary/Alternate Tab
Enables the Administrator to set one and only one Primary and/or multiple Alternates
for Door Unlock, Door Phone, Paging Zone’s and Pickup Location. Also defines the
names.
➤ To access the Primary/Alternate tab, click Administration icon, select Admin tab.
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The number of doors and paging zones must match the number assigned in
Strata CTX programming.
➤ To assign the Primary Pickup Location, click the down arrow in this box and select
a location, then click Apply or OK.
➤ To make the Park feature available to the Attendant Console, click the down arrow
in the Primary Park box, select a Park function, then click Apply or OK.
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Administration
Administration View
User & Dept. Tab
Enables the Administrator to setup Login User Setup Operation and Department
Name Setup Operation. The maximum length of Login Name and password is 50
characters each.
There are two types of access: Administrator and Operator rights. Administrator rights
can have full access in the Attendant console. Operator rights only can access enabled
functions.
➤ To access the User & Dept. tab, click the Administration icon, select User & Dept.
tab.
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51
Administration
Administration View
BLF Network Control Tab
This enables you to change the IP Address, port number or CTX host name.
1. To access the BLF Network Control tab, click the Administration icon, select BLF
Network Control tab.
2. Make sure that the Port No. is 6000. If it is not, change this to 6000.
3. Enter refresh rate (3~30 seconds).
CAUTION! Do not change the IP address, Port No., or name unless this data has
been changed in the Strata CTX programming. This data must match
the programmed information or the BLF will not work.
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Administration
Administration View
Answer Priority Tab
This enables you to change the priority of certain types of calls. Similarly, you can set
answer priorities for specific line groups.
➤ To access the Answer Priority tab, click the Administration icon, select Answer
Priority tab.
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➤ To assign priority levels to the call types shown in the left column (see example
shown above), click the up/down arrows to change the priority. “1” is the highest
priority (default). Click OK or Apply when finished.
➤ To assign priorities to specific line groups, highlight a group or groups, then click
the up/down arrow to assign a priority to that group. Click OK or Apply when
finished.
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53
Administration
Administration View
BLF Sorting Tab
This enables you to change the sorting order of the user directory or user list in the
BLF/DSS tabs. The sort is performed within priority numbers. For example, if there
are three different priority levels in the directory, priority level 1 will be sorted by Last
Name (or whatever you select), then priority level 2 users will be sorted by Last
Name, and then priority level 3 users will also be sorted by Last Name.
➤ To access the BLF Sorting tab, click the Administration icon, select BLF Sorting
tab. Click the down arrows to make a selection, then click OK or Apply.
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Administration
Backup Log Files
Backup Log Files
This is an administrative function that is not performed from the Administration
window. Log files are useful for troubleshooting. The CTX Attendant log files are
unrelated to the Database Utility. Actually backing up the files is a simple procedure
which can be performed by an Attendant.
1. To Backup the Log file, click the %DFNXS/RJ)LOHV icon.
Wait a few seconds while the application and TSP log files are backed up into the
existing log directory..\..\nhsatt\log\backup and ..\..\nhstsp\log\backup
subdirectory (the path may be different if a Custom installation was performed.) A
window notifies you that the files were backed up.
2. Click OK.
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55
Administration
Backup Log Files
56
Strata CTX Attendant Console
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Appendix – Call List
The call list view provides a list of calls and related information. The following
attributes of a call are displayed in the columns of the call list view:
Call Attribute
Description
Status:
Incoming
The call is offered to the station and indicates a new call (Ring or
NoRing).
Dialing
The call is in the process of dialing.
RingBack
The call is receiving ringback tone
Announcing
The call is in announcing mode.
Busy
The call is receiving busy tone.
Active
The call is connected.
Conferenced
The call is conferenced.
On Hold
The call is on hold, on hold pending conference, or on hold pending
transfer.
ConsultHold
Consultation Hold call.
Disconnected
The call is disconnected.
ParkPage
The call is Park Page Connected.
PageBusy
The call is Park Page Busy.
InConference
When a Station adds the Console to conference.
InDoorPhone
The call is in doorphone.
Message
Station sent a Message Waiting to Console.
LineBusy
The trunk line is busy.
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57
Appendix – Call List
Backup Log Files
Call Attribute
Description
Reason
58
Directed Call
The call is a direct dial call to the PDN.
Dial 0
The call is dialed directly to the operator.
Call Forward
(Busy, No Answer, Busy/No Answer, Unconditional) - The call has
been forwarded to the Attendant.
Pickup
The call was picked up.
Unpark
The call was parked and retrieved by the Attendant.
Redirect
The call was redirected to the Attendant.
Hold Recall
The call was recalled from hold.
Call Completion
The call was the result of a call completion request.
Transfer Call
The call was transferred to the Attendant.
Park Recall
The call is recalled from park.
Transfer Recall
The call is recalled from Transfer.
blank (““)
blank (““) - the reason for the call is not known.
Emergency
(Call displays in red) The call is an emergency call.
Line Group
The call is call from the line group.
LG nnn
Line Group with Line Group number.
ParkRCallDN
Park Recall with Recall DN/Orbit No.
TransfRCallDN
Transfer Recall with Redirect DN.
TransfDN
Transfer with Redirect DN.
Time
Time that the call has been in the current call state.
Name
Name of person calling (inbound calls) or person called (outbound
calls).
Number
Phone number of person calling (inbound calls) or person called
(outbound calls).
Duration
Total time of a call.
Line
Line number of external calls.
Strata CTX Attendant Console
03/03
Index
A
B
about this book
conventions, vi
related documents, vii
activate incoming call, 49
add new user icon, 7
administration, 47, 48, 50
administration view
admin tab, 48
primary/alternate tab, 48
user and dept. tab, 48
alternate
call pickup, 22
door phone, 23
page zone, 21
park, 25
answer
icon, 7
key, 3
arrow keys, 5
attendant keys, 3, 4
automatic
dialing, 49
hold, 49
auto park, 25
backup log files, 55
backup log files icon, 7
BLF
show tab, 48
BLF/DSS tab, 14
BLF network control tab, 52
BLF refresh rate, 49
BLF sorting tab, 54
blind transfer, 18, 49
from BLF tab, 15
icon, 7
key, 3
broken database, 27
busy override, 13
buttons
extension, vi
settings, 40
Strata CTX Attendant Console
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59
Index
C ~F
C
D
call
database link, 26, 27
date/time, 38
date and time, 26, 38
day, day 2, or night mode, 26
destination, 20
icon, 7
destination key, 4
dest key, 4
dial
directory, 16
icon, 7
key, 4
dial a number, 12
directory lists, 36, 54
directory tab, 16
door phone
calling, 23
icon, 7
door phones and locks (assigning), 50
door unlock, 24
DTMF, 49
back, 13
completion, 12
conference, 19
forward, 26, 38
VHWWLQJV, 39
history, 12
making a call, 12
monitor view, 6
park, 25
pickup, 22
statistics view, 44
transfer, 18
called number, 49
caller ID, 49
call forward, 27
create menu items, 40
call park (enable), 50
call pickup (enable/assign), 50
call statistics, 8, 43
cancel
cancel msg waiting icon, 7
message waiting, 13
CF (see call forward)
changing status, 26
conference, 19
release last party, 20
console
overflow, 38
status, 27
consultation transfer, 7, 15, 18
ConsultHold, 18, 57
contact tab, 31
control panel view, 38
CSTA, 2
60
E
emergency page, 21
error message, 27
executive override, 13
export directory list, 36
ExportToExcel, 8
extension number, vi
F
F11 key, 5
F12 key, 5
F1 key, 5
feature keys tab, 42
flash, 49
Strata CTX Attendant Console
03/03
Index
H~M
H
J
help key, 5
hold
a call, 17
ConsultHold, 57
icon, 7
hold/retrieve key, 3
join, 19
join/split
icon, 7
key, 4
K
keypad, 3
keys
answer transfer (blind), 3
dest, 4
dial, 4
help, 5
hold/retrieve, 3
join/split, 4
next tab, 4
release, 3
source, 4
transfer (supv.), 3
transfer to VM, 3
vol dn, 5
vol up, 5
I
icons, 7
add new user, 7
answer, 7
backup log files, 7
blind transfer, 7
cancel msg waiting, 7
consult transfer, 7
destination, 7
dial, 7
door phone, 7
hold, 7
join/split, 7
paging, 7
park, 7
pickup, 7
reconnect database, 7
release, 7
set msg waiting, 7
source, 7
unlock door, 7
user directory, 33
views, 6
voice mail transfer, 7
import
directory list, 36
info bar, 8
IP address, 52
Strata CTX Attendant Console
L
login, 9
M
making a call, 12
menu bar, 7
messages tab, 21
message waiting, 29
cancel, 13
icon, 7
msg light, 28
multiple attendants, 49
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61
Index
N ~R
N
network control, 52
next tab key, 4
next view
key, 4
night mode, 26
night transfer, 38
numeric keypad, 3
O
overflow, 26, 38
override
busy, 13
executive, 13
P
page zone
alternate, 21
emergency, 21
primary, 21
paging, 21
icon, 7
paging zones (assigning), 50
park
a call, 25
alternate, 25
icon, 7
primary, 25
retrieve, 25
park (enable), 50
park page, 25
pickup, 22
alternate, 22
icon, 7
pickup (enable/assign), 50
port, 52
62
position
active, 26
busy, 26, 49
primary
call pickup, 22
door phone, 23
page zone, 21
park, 25
primary/alternate tab, 50
print, 8
prompt/notes tab, 11
prompts tab, 41
R
reconnect database, 27
icon, 7
redial the last number, 12
refresh rate, 52
BLF, 49
release
a call, 11
icon, 7
release key, 3
release last party, 20
retrieve
a parked call, 25
key, 3
retrieve a parked call, 25
retrieve parked call, 25
ring mode, 13
Strata CTX Attendant Console
03/03
Index
S~V
S
set msg waiting icon, 7
settings button, 40
setup conference, 18
source, 20
icon, 7
key, 4
special function keys, 4
speed dial, 13
(also see feature keys tab)
split, 19
icon, 7
key, 4
station park, 25
status, 38
supervised transfer, 18
swap, 20
switch between source/destination
parties, 20
T
tabs
administration
DGPLQ , 48
SULPDU\DOWHUQDWH
XVHUGHSW
, 50
, 51
BLF/DSS, 14
contacts, 31
directory, 16
feature keysF2~F10 keys, 42
messages, 21
prompt/notes, 11
prompts, 41
time, 26
time/date, 38
tone/voice, 13
tool bars, 7
Strata CTX Attendant Console
03/03
transfer, 3, 15, 18
blind, 18
blind key, 3
supv., 18
transfer (supv.) key, 3
transfer to VM, 19
key, 3
U
unlock door
alternate, 24
icon, 7
primary, 24
user & dept. tab
administration, 51
user directory view, 33
V
view pane, 6
views
administration, 47
call monitor, 6
call statistics, 43
control panel, 38
controls, 6
user directory, 33
voice mail transfer, 19
icon, 7
vol dn key, 5
volume, 5
vol up key, 5
63
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