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Toshiba Strata CIX User Manual

Digital attendant console user guide
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TOSHIBA
Telecommunication Systems Division
CIX Digital Attendant Console
User Guide
December 2006

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  • Page 1 TOSHIBA Telecommunication Systems Division CIX Digital Attendant Console User Guide December 2006...
  • Page 2 To view the latest version of this or other documents please refer to the Toshiba FYI web site. Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document.
  • Page 3 Under the copyright laws, this document cannot be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein.
  • Page 4 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 SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.
  • Page 5 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).
  • Page 6 Toshiba Strata CIX. Toshiba does not endorse, warrant nor assume any liability in connection with such third party products or services.

  • Page 7: Table Of Contents

    Releasing a Call........................13 Making a Call ........................14 Call Completion ......................15 BLF/DSS Dialing......................16 Directory Dialing ......................18 Show Department/Show All...................19 Hold ..........................20 Call Transfer ........................21 Blind Transfer ........................21 Conference Calls ......................23 Joining and Splitting a Call ....................23 Strata CIX Attendant Console 12/06...
  • Page 8 Call Statistics View ......................48 Chapter 6 – Administration Administration View ......................52 Admin Tab ........................52 Primary/Alternate Tab....................55 User & Dept. Tab......................56 BLF Network Control Tab ....................57 Answer Priority Tab .......................58 BLF Sorting Tab ......................59 Backup Log Files ......................60 Strata CIX Attendant Console 12/06...
  • Page 9 Introduction This guide is designed to provide instructions for the Strata CIX Attendant Console, software version 1.40K or later, 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.
  • Page 10 Extension Number The naming convention for DKT assignments within Note 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.
  • Page 11 Strata CIX Attendant Console Installation Manual • Strata CIX WinAdmin Application Software 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 Attendant Console 12/06...
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  • Page 13 The Grand Tour This chapter describes the Strata CIX 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.

  • Page 14: Chapter 1 - The Grand Tour Attendant Keys

    PC K TTENDANT ESCRIPTION Hold/Retrieve Minus (–) Hold or Retrieve a call Answer Plus (+) Answer or Blind Transfer. Transfer (Blind) Release Enter Release or Supervised Transfer. Transfer (Supv.) Transfer to VM Voice Mail Transfer. Strata CIX Attendant Console 12/06...

  • Page 15: Special Function Keys

    Connects to the source party. Joins calls in a conference call; splits three-way Join/Split conference. Dest Pg Dn Connects to the destination party. Special Attendant Keyboard stickers are available in beige (CTX-KL-ATCON-VA) and black (CTX-BL-ATCO-VA). Strata CIX Attendant Console 12/06...

  • Page 16: Function And Volume Keys

    F2~F10, such as Page, Call Pickup, Park, Park Page, and Door Unlock. See “Feature Keys Tab” on page Left Right 6334 Down RROW ESCRIPTION Navigates upward to different entries. Down Navigates downward to different entries. Left Navigates to the left. Right Navigates to the right. Strata CIX Attendant Console 12/06...

  • Page 17: Views And Controls

    Menu Bar Toolbar Icons Info Bar Call List Call Attributes Call Status icons (See Appendix for definitions) View Notes about Pane the user Icons highlighted in Directory the Directory. Call Monitor Tabs 6594 Status Bar Strata CIX Attendant Console 12/06...

  • Page 18: Menu Bar

    The call monitor toolbar may also contain the following optional icons: Backup Add New Set Msg Door User Log Files Waiting Phone Pickup Paging Click arrows Unlock Park Cancel Msg Reconnect for menu Door Waiting Database options 6312 Strata CIX Attendant Console 12/06...

  • Page 19: Info Bar

    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 Strata CIX Attendant Console 12/06...
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  • Page 21 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 Attendant Console begins the dialing process or searches for a match in the directory for the person being dialed.

  • Page 22: Chapter 2 - Call Processing Login

    1. To login, double click on the Strata CIX Attendant Console icon ..or click on the icon in the Microsoft Windows Start menu bar ...or select Start > Programs > Strata CIX Attendant > Strata CIX Attendant Console. 2. Select User ID.

  • Page 23: Answering Incoming Calls

    ‘sounding bell.’ However, calls with the “sounding” bell will be answered first. 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 Attendant Console 12/06...

  • Page 24: Prompts

    ä 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.

  • Page 25: Releasing A Call

    Call Processing Releasing a Call Releasing a Call While on an active call, press Release (Enter) on the keyboard ä ...or click the Release icon ...or select Call > Release. Strata CIX Attendant Console 12/06...

  • Page 26: Making A Call

    ...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 Attendant Console 12/06...

  • Page 27: Call Completion

    Voice first always or override a busy/DND call. Set Message Waiting light on other phone..or ä Click Call > Call Completion, then select Tone/Voice, Busy Override, Executive Override, Call Back, or Set Message Waiting/Cancel Message Waiting. Strata CIX Attendant Console 12/06...

  • Page 28: Blf/Dss Dialing

    6210 Status icons indicate these calling conditions. Station Idle Station Idle with Advisory Message Station Busy Station Busy with Advisory Message Station DND or “Not attached to Station DND with Advisory Message the local system” Strata CIX Attendant Console 12/06...
  • Page 29 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 1024 x 768 1152 x 864 Strata CIX Attendant Console 12/06...

  • Page 30: Directory Dialing

    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.” 6219 Strata CIX Attendant Console 12/06...

  • Page 31: Show Department/Show All

    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. Strata CIX Attendant Console 12/06...

  • Page 32: Hold

    Highlight call to be retrieved, press Hold/Retrieve ä ...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. Strata CIX Attendant Console 12/06...

  • Page 33: Call Transfer

    When selecting the destination party from the BLF/DSS, Directory or Contact tabs, the CIX Attendant Console automatically transfers the call if the default transfer flag in Admin View is enabled. CIX Attendant Console performs consultation transfer if the default transfer flag is disabled. Strata CIX Attendant Console 12/06...
  • Page 34 ...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. Strata CIX Attendant Console 12/06...

  • Page 35: Conference Calls

    ...or select Call > Source. ä To switch to the destination party, press Destination (Page Down) ...or click on the Destination icon. Note If the Attendant leaves the conference the first station assumes control of the conference. Strata CIX Attendant Console 12/06...

  • Page 36: Paging

    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. Strata CIX Attendant Console 12/06...

  • Page 37: Call Pickup

    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. Strata CIX Attendant Console 12/06...

  • Page 38: Call Door Phones

    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. Strata CIX Attendant Console 12/06...

  • Page 39: Door Unlock

    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 Attendant Console 12/06...

  • Page 40: Call Park

    1. Double click on the call in the call list view area. ä ...or select Call > Park Retrieve. 2. In the Call Retrieve dialog box, type or select an orbit or extension number, then click Retrieve. Strata CIX Attendant Console 12/06...

  • Page 41: Status

    PC. Trace ON Ignore. Used for the troubleshooting purposes. If your Strata CIX telephone system has the networking feature BLF Network/Local and the ability to retrieve network information, then “BLF Network”...
  • Page 42 ä 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. Strata CIX Attendant Console 12/06...

  • Page 43: Messages Tab

    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 6. Click the Send MW button to turn on the Message Waiting light on the user’s telephone. Strata CIX Attendant Console 12/06...

  • Page 44: Message Waiting Light

    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. Strata CIX Attendant Console 12/06...
  • Page 45 2. Click on name of a user, select the message, then click the Delete icon. ä To print one or all messages 1. Click the Messages tab. 2. Select the message(s), click the Print icon. Strata CIX Attendant Console 12/06...

  • Page 46: Contacts Tab

    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 Strata CIX Attendant Console 12/06...

  • Page 47: Chapter 3 - User Directory

    The following fields appear in the User Directory list: IELD ESCRIPTION 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. Strata CIX Attendant Console 12/06...
  • Page 48 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. Strata CIX Attendant Console 12/06...

  • Page 49: User Directory Dialog

    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 Strata CIX Attendant Console 12/06...

  • Page 50: Directory Lists

    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. Strata CIX Attendant Console 12/06...
  • Page 51 2. Click Browse, locate and highlight the directory Excel file to import. 3. Click OK. ä To export a directory list 1. Click Directory > Export Directory. 2. Select a location to export the directory. 3. Click OK. Strata CIX Attendant Console 12/06...
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  • Page 53: Chapter 4 - Control Panel

    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. Strata CIX Attendant Console 12/06...

  • Page 54: Control Panel View

    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. Strata CIX Attendant Console 12/06...
  • Page 55 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 system. 1. Click the Control Panel icon.
  • Page 56 To set the CIX time to match the PC date and time 1. Click the Control Panel icon. 2. Click the Change CIX button. The time should change in this window and on the associated LCD telephones. Strata CIX Attendant Console 12/06...

  • Page 57: 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. ä To clear all items in one row in the DNIS section, click the Clear DNIS button. Strata CIX Attendant Console 12/06...

  • Page 58: Feature Keys Tab

    ...or write the key function on one of the blank stickers and stick it on the key. To use the F2~F10 keys, press the F-key and the stored numbers are dialed. You ä can use these keys in addition to the dial pad. Strata CIX Attendant Console 12/06...

  • Page 59: Chapter 5 - Call Statistics

    • 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 Strata CIX Attendant Console 12/06...

  • Page 60: Call Statistics View

    The maximum number of calls in queue for the third 15 3rd Qtr CIQ minute interval. The maximum number of calls in queue for the fourth 15 4th Qtr CIQ minute interval. Internal Calls The number of internal incoming calls received per hour. Strata CIX Attendant Console 12/06...
  • Page 61 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 Attendant Console 12/06...
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  • Page 63 Administration This chapter discusses the features of the Strata CIX Attendant Console that apply to the Administrator. Maintenance and administration of the CIX Attendant Console is through the Control Panel, User Directory, and Administration work area views. Strata CIX Attendant Console...

  • Page 64: Chapter 6 - Administration 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 ä To access the Administration tab, click the Administration icon. Strata CIX Attendant Console 12/06...
  • Page 65 PC Ring is turned On or Off. Note PC Ring Tone requires a sound card in the PC and an internal or external PC speaker. Available on Attendant Console software V1.40K and later. Strata CIX Attendant Console 12/06...
  • Page 66 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 Attendant Console 12/06...

  • Page 67: Primary/Alternate Tab

    Apply or OK. ä 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 Attendant Console 12/06...

  • Page 68: User & Dept. Tab

    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. ä To access the User & Dept. tab, click the Administration icon, select User & Dept. tab. 6291 Strata CIX Attendant Console 12/06...

  • Page 69: Blf Network Control Tab

    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 programming. This data must match the programmed information or the BLF will not work.

  • Page 70: Answer Priority Tab

    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. Note When the PC Ring Tone feature is selected Answer Priority is disabled. Strata CIX Attendant Console 12/06...

  • Page 71: Blf Sorting Tab

    2002 Shirley Jones Smith Tom 2000 Jones Shirley 2002 King Sam 2001 The full screen example above shows a Last Name, First Name, PDN sort. The inset shows a PDN, First Name, Last Name sort. Strata CIX Attendant Console 12/06...

  • Page 72: Backup Log Files

    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 Attendant Console 12/06...
  • Page 73 The call is Park Page Busy. When a Station adds the Console to conference. InConference The call is in doorphone. InDoorPhone Station sent a Message Waiting to Console. Message The trunk line is busy. LineBusy Strata CIX Attendant Console 12/06...
  • Page 74 Name of person calling (inbound calls) or person called (outbound calls). Name Phone number of person calling (inbound calls) or person called (outbound Number calls). Total time of a call. Duration Line number of external calls. Line Strata CIX Attendant Console 12/06...
  • Page 75 2, conference, automatic forward, 29, dialing, settings, hold, history, auto park, making a call, monitor view, park, backup log files, Strata CIX Attendant Console 12/06...
  • Page 76 29, a call, day, day 2, or night mode, ConsultHold, destination, icon, icon, hold/retrieve key, destination key, dest key, dial icons, directory, add new user, icon, answer, key, Strata CIX Attendant Console 12/06...
  • Page 77 IP address, network control, next tab key, join, next view join/split key, icon, night mode, key, night transfer, numeric keypad, keypad, keys overflow, 29, answer transfer (blind), override dest, busy, dial, executive, help, Strata CIX Attendant Console 12/06...
  • Page 78 29, (also see feature keys tab) primary split, call pickup, icon, door phone, key, page zone, station park, park, status, primary/alternate tab, supervised transfer, print, swap, prompt/notes tab, switch between source/destination prompts tab, parties, Strata CIX Attendant Console 12/06...
  • Page 79 2, 17, blind, blind key, supv., transfer (supv.) key, transfer to VM, key, unlock door alternate, icon, primary, user & dept. tab administration, user directory view, view pane, views Strata CIX Attendant Console 12/06...
  • Page 80 This is the last page of the document.

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