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Telecommunication Systems Division
CIX IP Attendant Console
User Guide
November 2007
®
Publication Information
Toshiba America Information Systems, Inc., Digital Solutions
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., Digital
Solutions Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.
CIX-UG-IPATT-VA
Version A.3, November 2007
© Copyright 2006, 2007
Toshiba America Information Systems, Inc.
Digital Solutions 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 recording, taping, photocopying, or information retrieval systems—without express written permission of the publisher of this material.
Strata is a registered trademark of Toshiba Corporation.
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
IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division
9740 Irvine Boulevard
Irvine, California 92618-1697
United States of America
DSD 020905
5932
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
End-User Limited Warranty
Toshiba America Information Systems, Inc., (“TAIS”) warrants that this telephone equipment manufactured by
Toshiba (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, except as otherwise provided by TAIS in the TAIS warranty accompanying the products or posted on TAIS’s website. Products which are not manufactured by Toshiba but are purchased from Toshiba, will be subject to the warranty provisions provided by the equipment manufacturer, unless TAIS notifies the end-user of any additional warranty provisions in writing.
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 of such defective or missing parts as are causing the malfunction by TAIS or its authorized dealer 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 applicable warranty 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
Chapter 1 – The Grand Tour
Chapter 2 – Call Processing
Strata CIX IP Attendant Console 11/07
i
ii
Contents
Chapter 3 – User Directory
Call Park.............................................................................................................................25
Chapter 3 – User Directory
Chapter 4 – Control Panel
Chapter 5 – Call Statistics
Chapter 6 – Administration
Strata CIX IP Attendant Console 11/07
Contents
Chapter 6 – Administration
Strata CIX IP Attendant Console 11/07
iii
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Introduction
This guide is designed to provide instructions for the Strata CIX IP Attendant Console connected to Toshiba’s Strata CIX 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 Strata CIX IP
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.
Strata CIX IP Attendant Console 02/06
v
vi
Introduction
Conventions
Conventions
Conventions
Note
Important!
CAUTION!
Extension Number
Arial Bold
+
Tilde (~)
³
³
Description
Elaborates specific items or references other information.
Within some tables, general notes apply to the entire table and numbered notes apply to specific items.
Calls attention to important instructions or information.
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.
Note
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:
#
+
5
.
Means “through.” Example: 350~640 Hz frequency range.
Denotes the step in a one-step procedure.
Denotes a procedure.
Strata CIX IP Attendant Console 02/06
Introduction
Related Documents/Media
Conventions
See Figure 10
Description
Start > Settings > Printers Denotes a progression of buttons and/or menu options on the screen you should select.
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 CIX IP Attendant Console Quick Reference Guide
• Strata CIX IP Attendant Console Installation Manual
• Strata CIX IP Attendant Console Application and Documentation Library on CD-
ROM
For
authorized users,
Internet site FYI ( http://fyi.tsd.toshiba.com
) contains all current
Strata CIX documentation and enables you to view, print and download current publications.
Strata CIX IP Attendant Console 02/06
vii
Introduction
Related Documents/Media
viii
Strata CIX IP Attendant Console 02/06
The Grand Tour
1
This chapter describes the Strata CIX IP 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 CIX IP 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 CIX IP Attendant Console 11/07
1
The Grand Tour
The Strata CIX IP Attendant Console is provided on a PC with Microsoft
®
Windows
®
2000 operating systems. It connects to the Strata CIX processor via the LAN as a
Customer Supported Telephony Application (CSTA). It also connects internally to an
IP station port for the speech path. The console consists of the following items:
• Pre-installed CIX IP Attendant Console software application
• Keyboard
• Special Attendant Keyboard stickers (CTX-KL-ATCON-VA). See
for sticker placement.
• Mouse
• PC Soundcard Headset
The Strata CIX system 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
Strata CIX IP Attendant Console 11/07
The Grand Tour
Attendant Keys
Attendant Keys
Numeric Keypad
Num
Lock
#
/
Hold/
Retrieve
—
7
PRS
Home
4
GHI
8
TUV
5
JKL
9
WXY
Pg Up
6
MNO
Answer
Transfer
(Blind)
+
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.
PC K
EY
Minus (–)
Plus (+)
Enter
Del
1
End
0
Ins
2
ABC
3
DEF
Pg Dn
.
to VM
Del
Release
Transfer
(Supv.)
Enter
A
TTENDANT
K
EY
Hold/Retrieve
Answer
Transfer (Blind)
Release
Transfer (Supv.)
Transfer to VM
6204
D
ESCRIPTION
Hold or Retrieve a call
Answer or Blind Transfer.
Release or Supervised Transfer.
Voice Mail Transfer.
Strata CIX IP Attendant Console 11/07
3
4
The Grand Tour
Attendant Keys
Special Function Keys
Dial
Insert
Source
Del
Home
Join/
Split
End
Next
Tab
Pg Up
Dest
Pg Dn
6205
PC K
EY
INSERT
Pg Up
Del
End
Pg Dn
A
TTENDANT
K
EY
Dial
Next Tab
Source
Join/Split
Dest
D
ESCRIPTION
Brings up the dial menu (you can then use the arrow keys to select a dialing option).
Navigation tool that starts with the Call List View, then moves from tab to tab. (See “Tabs” in the Call Monitor
.)
Connects to the source party.
Joins calls in a conference call; splits three-way conference.
Connects to the destination party.
Function and Volume Keys
Help
F1
F1
F11
F12
PC K
EY
A
TTENDANT
K
EY
Help
Vol Up
Vol Dn
Vol Up
F11
Vol Dn
F12
6310
D
ESCRIPTION
Displays the help topic.
Increases the handset or the ringer volume.
Decreases the handset or the ringer volume.
Strata CIX IP Attendant Console 11/07
The Grand Tour
Attendant Keys
Note
If you place all the key stickers on your keyboard, you will have some leftover stickers. These are for frequently used features that you can program onto keys
F2
~
F10
, such as Page, Call Pickup, Park, Park Page, and Door Unlock. See
“Feature Keys Tab” on page 42 .
Up
Left Right
6334
Down
A
RROW
K
EYS
Up
Down
Left
Right
D
ESCRIPTION
Navigates upward to different entries.
Navigates downward to different entries.
Navigates to the left.
Navigates to the right.
Ringing On/Off Controls
K
EYS
Ctrl + R
Ctrl + T
D
ESCRIPTION
Turns the Headset Speaker Ring On
Turns the Headset Speaker Ring Off
Note
The above two controls take effect on the next ring cycle of the next call.
Ctrl + Z
Turns the PC Internal Speaker Ring On
Ctrl + X
Turns the PC Internal Speaker Ring Off
Strata CIX IP Attendant Console 11/07
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
Info Bar
Toolbar Icons
6
View
Pane
Icons
Call
Monitor
Tabs
Status Bar
Call Status
icons
Call Attributes
(See Appendix for definitions)
Call List
Directory
Notes about the user highlighted in the Directory.
7709
Strata CIX IP Attendant Console 11/07
The Grand Tour
Views and Controls
Menu Bar
The menu bar for the CIX IP 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
Release
Consult Transfer
Blind
Transfer
Source
Destination
Dial
Dial dropdown menu
Answer
Hold
Join
Voice Mail
Transfer
Split
Optional Toolbar Icons
The call monitor toolbar may also contain the following optional icons:
Paging
Pickup
Door
Phone
Set Msg
Waiting
Add New
User
Backup
Log Files
6311
Click arrows for menu options
Unlock
Door
Park
Cancel Msg
Waiting
Reconnect
Database
6312
Strata CIX IP Attendant Console 11/07
7
8
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 .
Strata CIX IP Attendant Console 11/07
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 CIX
IP Attendant Console begins the dialing process or searches for a match in the directory for the person being dialed.
Login
1. To login, double click on the Strata CIX IP Attendant Console icon
....or click on the icon in the Microsoft Windows Start menu bar
...or select Start > Programs > Strata CIX IP Attendant > Strata CIX IP Attendant
Console.
2. Select User ID.
3. Type the password (default is empty), press Enter or click OK.
Strata CIX IP Attendant Console 11/07
9
Call Processing
Answering Incoming Calls
Answering Incoming Calls
³
To answer the highest ringing call, press
Answer
(+) key on the keyboard
...or click the
Answer
icon
...or double click on the entry.
Num
Lock
7
PRS
Home
4
GHI
1
End
0
Ins
#
/
Hold/
Retrieve
—
Hold/
Retrieve
8
TUV
5
JKL
9
WXY
Pg Up
6
MNO
Answer
Transfer
(Blind)
+
Answer/
Transfer
(Blind)
2
ABC
3
DEF
Pg Dn
Release
Transfer
(Supv.)
.
to VM
Del
Enter
Release/
Transfer
(Supervised)
6204
Transfer to Voice Mail
10
Press the Answer key.
The call with the “sounding” bell will be answered. This is based on priority settings.
7707
Once a call is answered, that call is marked with the
Source Call
icon and is colored green while connected to the Attendant.
Strata CIX IP Attendant Console 11/07
Call Processing
Releasing a Call
³
To answer a specific call
³
Highlight the call using the Up/Down arrows on your keyboard, then press
Answer
...or double click on the call to answer.
³
To make notes about the current call
³
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
³
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
³
While on an active call, press
Release
(Enter) on the keyboard
...or click the
Release
icon
...or select Call > Release.
Strata CIX IP Attendant Console 11/07
11
12
Call Processing
Making a Call
Making a Call
³
To dial using the keyboard
³
Type the number on the numeric keypad, press
Release/Transfer
(Enter) on the keyboard.
Note
If the console is idle when you dial, the view changes to the Directory tab view.
³
To dial a number from an on-screen dial pad
1. Press
Dial
(Insert) key
...or click the
Dial Pad
icon down arrow, the select the Dial Pad
...or select Call > Dial > Dial Pad.
2. Enter the number, click
Dial
.
³
To redial the last number
³
Press
Alt
+
C
, press
L
, then select the dialed number
...or click the
Dial
icon down arrow, select one of the recently dialed numbers at the bottom of the menu.
³
To dial a number from call history
1. Press
Alt
+
C
, press
L
...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
Dial
.
Strata CIX IP Attendant Console 11/07
Call Processing
Making a Call
³
To dial a speed dial number
1. Press
Alt
+
C
, press
L
, then select Speed Dial
...or click the
Dial
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.
³
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
5
7
3
4
1
2
N
UMERIC
K
EYPAD
B
UTTON
D
ESCRIPTION
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
³
Click Call > Call Completion, then select Tone/Voice, Busy Override, Executive
Override, Call Back, or Set Message Waiting/Cancel Message Waiting.
Strata CIX IP Attendant Console 11/07
13
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
Next Tab
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.
14
Current
BLF/DSS
Click to view additional
BLF/DSS lists
Status icons indicate these calling conditions.
Station Idle
Station Busy
Station DND or “Not attached to the local system”
Station Idle with Advisory Message
Station Busy with Advisory Message
Station DND with Advisory Message
6210
Strata CIX IP Attendant Console 11/07
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.
³
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
Transfer
(
Enter
) on the keyboard to send the call to the destination party.
³
To perform a blind transfer from the BLF/DSS tab
³
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
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
600 x 800
1024 x 768
1152 x 864
3
5
7
Maximum Number of BLF Tabs
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16
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 CIX IP 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
Next Tab
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
Release/Transfer
(Enter) key on the keyboard.
...or
1. Click the Directory tab (shown below).
2. Double click on an entry or select an entry and press
Release/Transfer
(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
³
To hold a call
³
To put the current call on hold, press
Hold/Retrieve
...or click on the
Hold
icon. You can also select an active call in the call list, then select Call > Hold.
³
To retrieve a held call
³ Highlight call to be retrieved, press
Hold/Retrieve
...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
Hold
icon again.
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18
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.
³
While on an active call, dial the destination party on the numeric keypad. Press
Transfer (Blind)
(+) on the keyboard
...or click on the
Blind Transfer
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.
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³
To make a supervised transfer call
1. While on an active call, dial the destination party on the numeric keypad, press
Transfer (Supv.)
(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
Transfer (Supv.)
(Enter).
³
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 CIX IP Attendant Console automatically transfers the call if the default transfer flag in Admin View is enabled. CIX IP Attendant Console performs consultation transfer if the default transfer flag is disabled.
Strata CIX IP Attendant Console 11/07
Call Processing
Conference Calls
³
To transfer a call to voice mail
1. While connected to a call, enter the extension number to transfer to.
2. Press
Transfer to VM
(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
Transfer to VM
icon.
2. Enter the extension number to transfer to.
3. Press Enter or click OK.
Conference Calls
Joining and Splitting a Call
³
With calls on source and destination, press
Join/Split
.
...or select Call > Join/Split. The CIX IP Attendant creates a three-way conference.
³
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
Release
(Enter).
2. After the dialed party answers, press
Join/Split
(End). The CIX IP Attendant joins the active call and the consultation call.
...or select Call > Join > Join/Split.
³
To split a three-way conference call
³
Press
Join/Split
...or select Call > Join/Split.
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Call Processing
Conference Calls
³
To release the last party from a conferencing call
³
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.
³
To switch to the source party, press
Source
(Delete)
...or select Call > Source.
³
To switch to the destination party, press Destination (Page Down)
...or click on the
Destination
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 (
F2
~
F10
on your keyboard) as the
Page
key. See “Feature Keys Tab” on page 42 .
³
To page the primary page zone
1. Click the
Paging
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
Page
icon down arrow, select Primary Page
...or select Console > Page > Primary Page.
³
To page an alternate page zone
1. Click the
Paging
icon down arrow, select Alternate Page
...or select Console > Page > Alternate Page
2. Click the down arrow and select a paging zone.
3. Click
Paging
.
³
To make an emergency page
1. Click the
Paging
icon down arrow, select Emergency Page
...or select Console > Page > Emergency Page.
2. Click the down arrow and select a paging zone.
3. Click
Emergency
. Console will override any page going to that zone.
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22
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 (
F2
~
F10
on your keyboard) as the
Call Pickup
key. See
“Feature Keys Tab” on page 42 .
³
To pick up a call at the primary location
1. Click the
Pickup
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
Pickup
.
³
To pick up a call at an alternate location
1. Click the
Pick Up
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
Pick Up
.
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Call Processing
Call Door Phones
Call Door Phones
Note
You can assign one of the function keys (
F2
~
F10
on your keyboard) as the
Door Phone
icon. See
“Feature Keys Tab” on page 42 .
³
To call the primary door phone
1. Click the
Door Phone
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
Door Phone
.
³
To call the alternate door phone
1. Click the
Door Phone
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
Door Phone
.
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24
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 (
F2
~
F10
on your keyboard) as the
Door Unlock
key. See “Feature Keys Tab” on page 42
.
³
To unlock the primary door
1. Click the
Door Unlock
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
Unlock
.
³
To unlock an alternate door
1. Click the
Door Unlock
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
Unlock
.
Strata CIX IP Attendant Console 11/07
Call Processing
Call Park
Call Park
³
To park a call
1. Select a call.
2. Click the
Park
icon. The call is parked by the system at a location set in the
Administration view under the Primary setting.
³
To select primary park, alternate park, or retrieve
1. Select a call.
2. Click the
Park
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.
³
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 station number, then click
Retrieve
.
³
...or click the Park down-arrow, the select Retrieve
³
...or select Call > Park Retrieve.
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Call Processing
Status
Status
The functions and descriptions for the Attendant status are as follows:
26
Position
Active/Busy
Day, Day2,
Night Mode
6683
FUNCTIONS
Position Active/Busy
Day/Night Mode
Overflow On/Off
CF-Setting
Trace ON
BLF Network/Local
Database Link
Time
Overflow
On/Off
Call
Forward
Administrative
Function
BLF Network/BLF Local
Time
Database Link
Information.
Blank means the link is working.
D
ESCRIPTION
Enables you to set Position Busy or Position Active.
Enables you to set Day, Day 2, or Night Mode.
Enables you to set Overflow on or off.
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.
Ignore. Used for the troubleshooting purposes.
If your Strata CIX IP telephone system has the networking feature and the ability to retrieve network information, then “BLF Network” displays; otherwise, it displays “BLF Local.”
Display “Database Link Broken” in red when Database is disconnected. No text is displayed when Database is connected.
Enables the Attendant to set the date and time at the
PC by pressing Change PC button.
Strata CIX IP Attendant Console 11/07
Call Processing
Status
³
To change console, overflow, night mode or call forward (CF) destination status
³
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)
• Call Forward applies only to the Attendant
Console extension number. It does not forward the calls in queue.
³
To fix a broken database link
³
Click the
Reconnect Database
icon
...or select Directory > Reconnect Database.
If the screen shown right appears, the link is still broken. Contact your Telephone
System Administrator.
³
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
Apply
.
3. Click
OK
. Date/Time window closes.
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28
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
³
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
Save
icon to store the message in that person’s folder
Send MW
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.
³
To set a message waiting light on a telephone
³
From the Messages tab, you can select a user and click the Send MW button
...or you can
1. Click the
Message Waiting
icon.
2. Type or select a directory number.
3. Click OK. The Msg light turns on at that station. When the user presses the
Msg
button, the console is called
³
To cancel a message waiting light on a telephone
1. Click the
Cancel Message Waiting
icon.
2. Type or select a directory number.
Click OK. The Msg light turns off at that station.
...or
1. Click the Messages tab.
2. Click the down arrow, and select a user name in the left window.
3. Click the
MW Cancel
button.
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Call Processing
Messages Tab
³
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.
³
To retrieve messages left for the console
1. Press
Next Tab
on the keyboard to access Call Monitor View.
2. Use the up or down arrows on the keyboard to select the message.
3. Press
Answer/Transfer
(Enter) key on 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.
³
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
Delete
icon.
³
To print one or all messages
1. Click the Messages tab.
2. Select the message(s), click the
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.
³
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.
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Click tab to view Contacts
³
To dial using contact information
³
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 CIX IP Attendant Console displays the Contacts tab for that entry.
³
To dial a phone number in the Contacts tab, double click on the phone number or select the phone number and press
Release/Transfer
(Enter) on the keyboard.
³
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
.)
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Call Processing
Contacts Tab
32
Strata CIX IP Attendant Console 11/07
User Directory
3
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).
The following fields appear in the User Directory list:
F
IELD
Pg.
Pos.
First Name
Last Name
D
ESCRIPTION
Page number where this entry appears on BLF/DSS.
Position of this entry on the BLF/DSS tab page.
The user’s first name.
The user’s last name.
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34
User Directory
User Directory Dialog
F
IELD
Job Title
Department
Directory Number
VM Box e-mail
Phone 1
Phone 2
Phone 3
Cellular
D
ESCRIPTION
The user’s job title.
The user’s department.
The user’s directory number.
The user’s voice mail box.
The user’s e-mail address.
The user’s additional phone number.
The user’s additional phone number.
The user’s additional phone number.
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 CIX IP Attendant Console Database.
³
To add a new user to the directory
³
Click on the
New User
icon
...or select Directory > Add New User.
Strata CIX IP Attendant Console 11/07
User Directory
User Directory Dialog
³
To change a directory entry
1. Click on the
User Directory
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.
New
Add
Update
Delete
B
UTTON
N
AME
First, Previous, Next, Last
D
ESCRIPTIONS
Blanks out all the fields. The Update button changes to
Add button after clicking the New button.
Insert a user to the user directory list. The Add button changes to Update button after clicking the Add button.
Update a user’s information.
Delete a user from the user directory list.
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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36
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).
³
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.
³
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.
³
To export a directory list
1. Click Directory > Export Directory.
2. Select a location to export the directory.
3. Click OK.
Strata CIX IP Attendant Console 11/07
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.
38
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.
³
To change console status to position busy/active
1. Click the
Control Panel
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
Control Panel
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 CIX IP system.
1. Click the
Control Panel
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
³
To create call forward menu items
1. Click the
Control Panel
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
Settings
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
Apply
.
³
To delete a CF menu item, follow the above instructions and click
Delete
(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.
³
To set the PC date and time
1. Click the
Control Panel
icon.
2. From the Status tab, click the
Change PC
button to bring up the Windows clock setting routine. Make any changes necessary to correct the time.
3. Click Apply, click OK.
³
To set the CTX time to match the PC date and time
1. Click the
Control Panel
icon.
2. Click the
Change CTX
button. The time should change in this window and on the associated LCD telephones.
40
Strata CIX IP Attendant Console 11/07
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).
7698
³
To store a prompt
1. Click the
Control Panel
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.
³ 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
F2
~
F10
keys. F-keys can be used as Speed Dial locations or to store dialing prefixes or area codes.
42
7699
³
To store numbers onto keys F2~F10
1. Click the
Control Panel
icon.
2. Click the Feature Keys tab.
3. Click in the Name box of the
F
-key and enter a name.
4. Click in the
F
-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.
³
To use the
F2
~
F10
keys, press the
F
-key and the stored numbers are dialed. You can use these keys in addition to the dial pad.
Strata CIX IP Attendant Console 11/07
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.
44
7700
The following statistic attributes are displayed in columns of the statistics list:
F
IELD
Date
Time
1st Qtr CIQ
2nd Qtr CIQ
3rd Qtr CIQ
4th Qtr CIQ
Internal Calls
D
ESCRIPTION
The date of the statistics was collected.
The time (every hour) of the statistics or the console’s start up time.
The maximum number of calls in queue for the first 15 minute interval.
The maximum number of calls in queue for the second 15 minute interval.
The maximum number of calls in queue for the third 15 minute interval.
The maximum number of calls in queue for the fourth 15 minute interval.
The number of internal incoming calls received per hour.
Strata CIX IP Attendant Console 11/07
Call Statistics
Call Statistics View
F
IELD
External Calls
Incoming Talk Time
External Talk Time
Total Talk Time
D
ESCRIPTION
The number of external incoming calls received per hour.
The talk time in seconds for incoming calls received per hour.
The talk time in seconds for external calls received per hour.
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.
³
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.
³
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.
³
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.
Strata CIX IP Attendant Console 11/07
45
Call Statistics
Call Statistics View
46
Strata CIX IP Attendant Console 11/07
Administration
6
This chapter discusses the features of the Strata CIX IP Attendant Console that apply to the Administrator.
Maintenance and administration of the CIX IP Attendant Console is through the
Control Panel, User Directory, and Administration work area views.
Strata CIX IP Attendant Console 11/07
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
³
To access the Administration tab, click the Administration icon.
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Strata CIX IP Attendant Console 11/07
The Admin tab contains the following sections:
F
IELD
Multiple Attendant
BLF Refresh Rate
Automatic Dialing
Automatic Hold
Activate Incoming Call
Default Transfer
Anticipate DTMF Tone with
Flash
Continuous DTMF
Show BLF Tab
Activate Line Prompt
Max. Caller ID
Max. Called Number
D
ESCRIPTION
Allow multiple Attendant operations.
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.
Enable/Disable automatic dialing. Console will transfer call as soon as name or DN is matched.
Enable/Disable automatic hold.
Enable/Disable activate incoming call. PC will automatically switch to operating as the CIX IP
Attendant Console when a new call comes in.
Enable/Disable default transfer (Blind transfer).
Enable/Disable the DTMF Tone dialog to anticipate use after Flash. Disable if Flash is used for Call Waiting on telco lines.
Enable/Disable the continuous DTMF tone.
Displays/Hides the BLF tab from the Call Monitor.
This enables the Prompt to be visible (during the
appropriate conditions). See Control Panel, “Prompts
.
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.
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.
Strata CIX IP Attendant Console 11/07
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.
³
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 CIX IP programming.
³ To assign the Primary Pickup Location, click the down arrow in this box and select a location, then click Apply or OK.
³ 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.
Strata CIX IP Attendant Console 11/07
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.
³
To access the User & Dept. tab, click the Administration icon, select User & Dept. tab.
Strata CIX IP Attendant Console 11/07
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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 CIX IP 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.
³
To access the Answer Priority tab, click the Administration icon, select Answer
Priority tab.
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³ 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.
³ 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.
Strata CIX IP Attendant Console 11/07
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.
³
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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Strata CIX IP Attendant Console 11/07
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 CIX IP 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
Backup Log Files
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.
Strata CIX IP Attendant Console 11/07
55
Administration
Backup Log Files
56
Strata CIX IP Attendant Console 11/07
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
Status:
Description
Incoming
Dialing
RingBack
Announcing
Busy
Active
Conferenced
On Hold
ConsultHold
Disconnected
ParkPage
PageBusy
InConference
InDoorPhone
Message
LineBusy
The call is offered to the station and indicates a new call (Ring or
NoRing).
The call is in the process of dialing.
The call is receiving ringback tone
The call is in announcing mode.
The call is receiving busy tone.
The call is connected.
The call is conferenced.
The call is on hold, on hold pending conference, or on hold pending transfer.
Consultation Hold call.
The call is disconnected.
The call is Park Page Connected.
The call is Park Page Busy.
When a Station adds the Console to conference.
The call is in doorphone.
Station sent a Message Waiting to Console.
The trunk line is busy.
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Appendix – Call List
Backup Log Files
Call Attribute
Reason
Directed Call
Dial 0
Call Forward
Pickup
Unpark
Redirect
Hold Recall
Call Completion
Transfer Call
Park Recall
Transfer Recall blank (““)
Emergency
Line Group
LG nnn
ParkRCallDN
TransfRCallDN
TransfDN
Time
Name
Number
Duration
Line
Description
The call is a direct dial call to the PDN.
The call is dialed directly to the operator.
(Busy, No Answer, Busy/No Answer, Unconditional) - The call has been forwarded to the Attendant.
The call was picked up.
The call was parked and retrieved by the Attendant.
The call was redirected to the Attendant.
The call was recalled from hold.
The call was the result of a call completion request.
The call was transferred to the Attendant.
The call is recalled from park.
The call is recalled from Transfer.
blank (““) - the reason for the call is not known.
(Call displays in red) The call is an emergency call.
The call is call from the line group.
Line Group with Line Group number.
Park Recall with Recall DN/Orbit No.
Transfer Recall with Redirect DN.
Transfer with Redirect DN.
Time that the call has been in the current call state.
Name of person calling (inbound calls) or person called (outbound calls).
Phone number of person calling (inbound calls) or person called
(outbound calls).
Total time of a call.
Line number of external calls.
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Strata CIX IP Attendant Console 11/07
Index
A
about this book conventions
related documents
activate incoming call
add new user icon
administration
administration view admin tab
primary/alternate tab
user and dept. tab
alternate call pickup
door phone
page zone
park
answer icon
key
arrow keys
attendant keys
auto park
automatic dialing
hold
B
backup log files
Strata CIX IP Attendant Console 11/07
backup log files icon
BLF show tab
BLF network control tab
BLF refresh rate
BLF sorting tab
BLF/DSS tab
blind transfer
from BLF tab
icon
key
broken database
busy override
buttons extension
settings
C
call back
completion
conference
forward
settings
history
making a call
monitor view
park 25
I
II
Index
D ~ I
pickup
statistics view
transfer
call forward
create menu items
call park (enable)
call pickup (enable/assign)
call statistics
called number
caller ID
cancel cancel msg waiting icon
message waiting
changing status
conference
release last party
console overflow
status
consultation transfer
ConsultHold
contact tab
control panel view
CSTA
D
database link
date and time
date/time
day, day 2, or night mode
dest key
destination
icon
destination key
dial directory
icon
key
dial a number
directory lists
directory tab
door phone calling
icon
door phones and locks (assigning)
door unlock
DTMF
E
emergency page
error message
executive override
export directory list
ExportToExcel
extension number
F
F1 key
F11 key
F12 key
feature keys tab
flash
H
help key
hold a call
ConsultHold
icon
hold/retrieve key
I
icons
add new user
Strata CIX IP Attendant Console 11/07
Index
J ~ O
answer
backup log files
blind transfer
cancel msg waiting
consult transfer
destination
dial
door phone
hold
join/split
paging
park
pickup
reconnect database
release
set msg waiting
source
unlock door
user directory
views
voice mail transfer
import directory list
info bar
IP address
J
join
join/split icon
key
K
keypad
keys answer transfer (blind)
dest
dial
Strata CIX IP Attendant Console 11/07
help
hold/retrieve
join/split
next tab
release
source
transfer (supv.)
transfer to VM
vol dn
vol up
L
login
M
making a call
menu bar
message waiting
cancel
icon
msg light
messages tab
multiple attendants
N
network control
next tab key
next view key
night mode
night transfer
numeric keypad
O
overflow
override busy
III
IV
Index
P ~ T
executive
P
page zone alternate
emergency
primary
paging
icon
paging zones (assigning)
park a call 25 alternate
icon
primary
retrieve
park (enable)
park page
pickup
alternate
icon
pickup (enable/assign)
port
position active
busy
primary call pickup
door phone
page zone
park
primary/alternate tab
prompt/notes tab
prompts tab
R
reconnect database
icon
redial the last number
refresh rate
BLF
release a call
icon
release key
release last party
retrieve a parked call 25 key
retrieve a parked call
retrieve parked call
ring mode
S
set msg waiting icon
settings button
setup conference
source
icon
key
special function keys
speed dial
split
icon
key
station park
status
supervised transfer
swap
switch between source/destination parties
T
tabs administration
Strata CIX IP Attendant Console 11/07
Index
U ~ V
admin
primary/alternate
user & dept.
BLF/DSS
contacts
directory
feature keysF2~F10 keys
messages
prompt/notes
prompts
time
time/date
tone/voice
tool bars
transfer
blind
blind key
supv.
transfer (supv.) key
transfer to VM
key
U
unlock door alternate
icon
primary
user & dept. tab administration
user directory view
V
view pane
views administration
call monitor
call statistics
control panel
Strata CIX IP Attendant Console 11/07
controls
user directory
voice mail transfer
icon
vol dn key
vol up key
volume
V
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