Toshiba IP Phone CIX AG NP VA User Manual

Telecommunication Systems Division  
®
Net Phone  
Administrator Guide  
April 2008  
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© Copyright 2008  
This document is copyrighted by Toshiba America Information Systems, Inc. with all rights  
reserved. 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.  
Trademarks  
Strata, SD (Secure Digital) and CIX are registered trademarks of Toshiba Corporation.  
Stratagy, eManager, My Phone Manager and Info Manager are registered trademarks of  
Toshiba America Information Systems, Inc.  
Windows and Microsoft are registered trademarks of Microsoft.  
Trademarks, registered trademarks, and service marks are the property of their respective  
owners.  
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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. IF  
YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU  
OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION  
THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT.  
1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software  
provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying,  
distributing, printing, sublicensing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the  
Software is strictly prohibited except as permitted by applicable law; you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice,  
against you or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the  
Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the  
software in the event that you or any other person violates this License Agreement. Execution of the Software for any additional capabilities require a valid run-time license.  
2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain  
the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary notices  
contained in or on the Software. The Software is protected under US patent, copyright, trade secret, and/or other proprietary laws, as well as international treaties. Any transfer, use, or copying of the  
software in violation of the License Agreement constitutes copyright infringement. You are hereby on notice that any transfer, use, or copying of the Software in violation of this License Agreement constitutes  
a willful infringement of copyright.  
3. No Reverse Engineering. You agree that you will not attempt, and if you employ employees or engage contractors, you will use your best efforts to prevent your employees and contractors from  
attempting to reverse compile, reverse engineer, modify, translate or disassemble the Software in whole or in part. Any failure to comply with the above or any other terms and conditions contained herein  
will result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS.  
4. Limited Warranty. THE SOFTWARE IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TAIS AND ITS SUPPLIERS  
DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD  
PARTY RIGHTS, THE WARRANTY OF YEAR 2000 COMPLIANCE, AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS  
TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET  
YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE. HOWEVER, TAIS WARRANTS THAT ANY MEDIA ON WHICH THE  
SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF NINETY (90) DAYS FROM THE DATE OF DELIVERY TO  
YOU.  
5. Limitation Of Liability. TAIS’ ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS’ OPTION REPLACEMENT OF THE MEDIA OR  
REFUND OF THE PRICE PAID. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL,  
SPECIAL, INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION/DATA, OR ANY  
OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF  
SUCH DAMAGES. IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY.  
6. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR  
THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU  
SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/JURISDICTION TO STATE/JURISDICTION.  
7. Export Laws. This License Agreement involves products and/or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the  
United States Department of Commerce prior to export. Any export, directly or indirectly, in contravention of the United States Export Administration Regulations, or any other applicable law, regulation or  
order, is prohibited.  
8. Governing Law. This License Agreement will be governed by the laws of the State of California, United States of America, excluding its conflict of law provisions.  
9. United States Government Restricted Rights. The Software is provided with Restricted Rights. The Software and other materials provided hereunder constitute Commercial Computer Software and  
Software Documentation and Technical Data related to Commercial Items. Consistent with F.A.R. 12.211 and 12.212 they are licensed to the U.S. Government under, and the U.S. Government’s rights  
therein are restricted pursuant to, the vendor’s commercial license.  
10. Severability. If any provision of this License Agreement shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way  
be affected or impaired.  
11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no  
waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party.  
12. Supplier Software. The Software may include certain software provided by TAIS suppliers. In such event, you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with  
rights to enforce the Agreement with respect to supplier’s software.  
YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU  
FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR  
AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT.  
Toshiba America Information Systems, Inc.  
Telecommunication Systems Division  
9740 Irvine Boulevard  
5932  
Irvine, California 92618-1697  
United States of America  
DSD 020905  
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Toshiba America Information Systems, Inc.  
Telecommunication Systems Division  
Limited Warranty  
Toshiba America Information Systems, Inc., (“TAIS”) warrants that:  
The CIX 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.  
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WARRANTIES FOR NON-TOSHIBA BRANDED  
THIRD PARTY PRODUCTS  
A valuable element of Toshiba’s product strategy is to offer our customers a complete product  
portfolio. To provide this value to our customers at the most optimal prices, we offer both  
Toshiba-branded and third-party manufactured products that support our Toshiba Strata CIX  
product portfolio. Similar to other resellers of software, hardware and peripherals, these third-  
party manufactured products carry warranties independent of our Toshiba limited warranty  
provided with our Toshiba-branded products. Customers should note that third-party  
manufacturer warranties vary from product to product and are covered by the warranties  
provided through the original manufacturer and passed on intact to the purchaser by Toshiba.  
Customers should consult their product documentation for third-party warranty information  
specific to third-party products. More information may also be available in some cases from the  
manufacturer’s public website.  
While Toshiba offers a wide selection of software, hardware and peripheral products, we do  
not specifically test or guarantee that the third-party products we offer work under every  
configuration with any or all of the various models of the Toshiba Strata CIX. Toshiba does not  
endorse, warrant nor assume any liability in connection with such third party products or  
services. If you have questions about compatibility, we recommend and encourage you to  
contact the third-party software, hardware and peripheral product manufacturer directly.  
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Contents  
Requirements .......................................................................................................................9  
Support Plan (Maintenance) ...........................................................................................10  
Beta Versions.....................................................................................................................10  
Chapter 2 — Installation  
Installing Net Phone...........................................................................................................12  
Setup User Profiles ............................................................................................................14  
Voice over IP Audio ..........................................................................................................17  
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Contents  
Chapter 3 – Deploying Net Phone  
Chapter 3 — Deploying Net Phone  
Advanced Information .......................................................................................................23  
Chapter 4 — Server-based Dial Plan  
Advanced Configuration....................................................................................................47  
Post Call Survey .............................................................................................................47  
Using Extra Information in Personal Call Handler Rules..................................................48  
Editing .INI Files ...............................................................................................................50  
Editing the AG_COS.INI File (COS).............................................................................50  
Editing the Agnt_Ph.INI File (Net Phone Main)............................................................52  
Editing the NP_Rec.INI File (Recording) .........................................................................57  
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Contents  
Other Commands............................................................................................................68  
Appendix A — Trouble Shooting  
Installation Problems .........................................................................................................79  
TAPI Service Provider Problems.......................................................................................80  
Configuration Problems.....................................................................................................82  
Third Party Out Dialing/Screen Pop Problems..................................................................84  
Miscellaneous Problems ....................................................................................................85  
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Introduction  
This user guide describes how to use the Toshiba Net Phone software with Strata  
CIX670, CIX200, CIX100, CIX100-S, and CIX40 telephone systems:  
Organization  
Chapter 1 – Overview provides an overview of the Net Phone Administrator  
screens and functions.  
Chapter 2 – Installation covers the Net Phone software installation.  
Chapter 3 – Deploying Net Phone describes three server-based configuration  
items plus instructions for duplicating configuration data from one Net Phone onto  
other Net Phones.  
Chapter 4 – Server-based Dial Plan shows how to set up the dial plan using the  
Preferences dialog box.  
Chapter 5 – Server-based Net Phone COS steps.  
Chapter 6 – Open Architecture Interfaces describes integrating applications  
within Net Phone, such as the Personal Power Dialer or Chat as well as provides  
enabling links for other programs running on the PC.  
Appendix A – Trouble Shooting includes the causes and solutions to various  
issues that could be encountered when using Net Phone.  
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Introduction  
Conventions  
Conventions  
Conventions  
Description  
Represents any Directory Number button, also known as an extension or  
intercom number.  
[DN]  
Telephones can have multiple extensions. Incoming calls ring extensions  
bottom to top.  
Represents any Primary Directory Number button (the extension number  
for the telephone).  
[PDN]  
Represents any Secondary appearance of a PDN. A PDN which appears  
on another telephone is considered an SDN.  
[SDN]  
[PhDN]  
Represents any Phantom Directory Number button (an additional DN).  
Elaborates specific items or references other information. Within some  
tables, general notes apply to the entire table and numbered notes apply to  
specific items.  
Note  
Important!  
Calls attention to important instructions or information.  
Arial Bold  
Represents telephone buttons.  
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.  
Tilde (~)  
Means “through.” Example: 350~640 Hz frequency range.  
Grey words within the printed text denote cross-references. In the  
See Figure 10 electronic version of this document (Library CD-ROM or FYI Internet  
download), cross-references appear in blue hypertext.  
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Introduction  
Related Documents/Media  
Related Documents/Media  
Note Some documents listed here may appear in different versions on electronically  
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 Net Phone User Guide.  
Strata Net Phone Help file included with the Software.  
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Overview  
1
This document is the System Administrator’s Guide for the Net Phone. This book  
contains information for a system administrator to install and administer one or more  
installations of Net Phones. The ‘System Administrator’ is assumed to be a person  
familiar with the phone system, computers, and LANs. This document is NOT a ‘User  
Guide’ for the Net Phone user. The on-line manual and help file in Net Phone should  
be used in conjunction with the Administrator’s Guide to provide a complete  
operation of Net Phone.  
The Net Phone is a PC Phone software program that is used on PCs. It is a “Client”  
program of the Toshiba Net Server. At each PC there is no physical connection  
between the phone and the PC, because Net Phone uses a ‘virtual’ connection to  
control the phone (see Figure 1).  
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Overview  
PBX  
Server  
PC  
Net Server  
LAN  
Net Phone  
Net Phone  
Figure 1  
Installation  
Starting in V5.0, two levels of software licensing is provided and controlled by the Net  
Server (using a software copy key) at the Server PC. No copy key or software  
licensing is required at the PC. Net Phone can be installed on any number of PCs, and  
when each PC runs its copy of Net Phone, the Net Server validates whether it has  
sufficient licenses to run that additional copy of Net Phone. If not, that PC will be  
restricted to running Net Phone in Demo mode (which will run most features but will  
time out after a while).  
Net Phone licenses have two levels, one that controls the features for working in  
conjunction with a desktop phone enhancing the way that phone works while all  
speech is provided by the desktop phone. The second level, added beginning with  
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Overview  
Net Phone Software Enhancement History  
V5.0, provides a complete speech path for Voice over the Internet (VoIP) to provide a  
complete phone without using a desktop phone. This second interface can also work  
using a desktop phone or standalone by virtue of changing the “profile” settings.  
This document provides a quick reference for a System Administrator for getting Net  
Phone installed and running. Once it is installed and operational, the On-Line Help  
file for Net Phone provides extensive detail on using various features.  
Note All of the features mentioned in this document are not available on all types of  
PBXs. Please refer to your PBX documentation or contact Computer Telephony  
Solutions, Inc. if you need assistance.  
Net Phone Software Enhancement History  
Version 6.0  
• Presence Viewer - Net Phone now has the Presence Viewer window that combines  
all the status information and communication tools with other members of the  
group. The Presence Viewer can provide the user with the following status of other  
members and initiate a call or a chat session with another user.  
Phone status – shows if the telephone is in an Idle, Busy, Do Not Disturb state.  
• Status Message – shows the message status set by Net Phone such as “In Meeting”,  
“Leave a message”, “Out to Lunch” and other canned messages as well as free text  
created by the user.  
Chat Status – shows if the Net Phone is launched and is online to accept the chat  
requests.  
• IP Mobility – Net Phone is compatible with IP Mobility feature which Strata CIX  
R5.0 or above provides. There user can switch between Net Phone VoIP and other  
IPT or SoftIPT using the same directory number. When switching from Net Phone  
VoIP to other phone, Net Phone will release the audio path while it continue to  
associate with the phone so that it can provide screen pop and other CTIS features  
that Net Phone can provide.  
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Overview  
Net Phone Software Enhancement History  
Version 5.1  
• ACD Viewer – The Net Phone ACD Viewer allows users connected to Strata ACD  
to view the status of all ACD groups to which they belong. This additional  
functionality does not require MIS software to be installed.  
Net Phone shows the operating status of each group. Group view can be expanded to  
see the number of calls and the status of each of the agents and supervisors in the  
group. Each group contains a “My Status” icon showing agent’s own status in the  
group (logged in, logged out, busy, in wrap-up, etc.), and when you right-click on your  
icon you can change your status.  
ACD Viewer requires Enhanced Strata ACD system.  
Version 5.0  
(Please note: The initial production release of this version is identified with the  
version number 5.0.200).  
VoIP Audio – Added the ability to interact with VoIP audio as a licensed option.  
This feature includes showing an “Audio Key” on Net Phone when the profile  
indicates the use of VoIP. This feature provides ringing and support for USB  
devices to be used with the audio stream. Also includes Plantronics wireless  
headset controls, called PerSonoCall, for a seemless integration using Plantronics  
devices.  
Secondary Extensions – Secondary extension support is important for people who  
may use a desk phone while in the office and use the VoIP capability assigned a  
different DN when away from his desk. The ability to answer and monitor both  
extensions is an important feature:  
Handles calls for the secondary extension.  
Supports a DSS capability  
DND and FWD support for the secondary extension.  
• New Actions to allow DND of Secondary and Primary to be synchronized  
using Personal Call Handler Rules.  
Connection Profiles – Net Phone added the ability to define and select a user  
connection profile for logging into Net Server. User profiles makes it easier for  
mobile users to use a desk phone at times or use their IP phone at other times by  
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Overview  
Net Phone Software Enhancement History  
selecting the correct profile. The profile defines the Extension DN(s) for Net  
Phone including whether only a single DN or also a Secondary DN are monitored.  
It selects whether the audio is coming via VoIP or via the PBX phone and each  
profile can define its own “skin” appearance.  
Docking Enhancements – Users of “docked” configurations for Net Phone now  
have more capabilities that include using either the LCD window or the Calls  
Window for call information. It also expands the “Extra Buttons” to provide the  
same capabilities as the right-side drop down buttons. Items added include:  
Added drag and drop dialing to LCD window in the same manner as the Calls  
Window.  
LCD window now displays and supports Extra Info icon operation.  
User-defined actions can now be used on the “Extra Buttons”.  
OAISYS Tracer Integrations Improvements – The integration with Tracer  
recordings has been expanded to include getting a copy of a recording for e-  
mailing to someone or reading and passing the file name of the current call  
recording.  
Added feature to request an e-mail copy of a recording.  
• Added the ability to dynamically add new bookmarks text strings.  
• Added a new token (%X (“~RECFNAME”)) to read/pass file name. Also  
possible to show in the Extra Info screen.  
Outlook Calendar Integration – The new Outlook Link (V1.3.10 or higher)  
supports new Calendar items to create actions to inform the user of an appointment  
or a reminder of an appointment. The items added include:  
Two new Personal Call Handler triggers: “Outlook Calendar Appointment” and  
“Outlook Calendar Reminder”.  
Two new Outlook Information tokens for use in the User-defined Actions:  
%OC (“fieldname”) for appointments and %OR (“fieldname”) for reminders.  
The “fieldname” values are:  
SUBJECT – Subject field of Outlook event.  
START – Start Date/Time event.  
END – End Date/Time event.  
IMPORTANCE – Importance (Low, Normal, High) of event.  
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Overview  
Net Phone Software Enhancement History  
LOCATION – Location of event.  
• ADVANCE – Number of minutes of advance notice this reminder is given.  
STATUS – Busy status (Free, Busy, Out of Office) of event.  
Post Call Survey Support – Supports an “auto transfer” on hang-up for use as a  
Post Call Survey. Uses two Extra Info fields titled “~PC_DEST” or “PC_DEST”.  
Personal Call Handler/User-defined Action Enhancements – User-defined  
Actions are a key building block for customizing Net Phone to take action when  
the Personal Call Handling rules have specified triggering events were  
encountered. These actions have been expanded to provide the following  
functions:  
• Added an on screen Call Handler rules enable/disable control to make it easy to  
selectively use some rules at different times.  
Added a right-click menu that includes “copy” a rule as well as “delete” a rule.  
• Added the availability of using Extra Info fields when defining Personal Call  
Handling rules when “Call Ringing” or “Call Answered” conditions exist.  
The Run Program type has been expanded to run “.lnk” and other file types.  
• Added Set Phone DND to On/Off or On w/DND Msg. Including ability set or  
reset DND for either the Primary phone (Soft Phone) or the Secondary phone.  
Added Set Status Message to set a status message on your Net Phone.  
Added Set Phone Forwarding to set PBX call forwarding.  
• Changed Time token (&T) to support time+’x’ minutes so that &T+35 will be  
current time plus 35 minutes. Thus creating an action Set Status Message for  
OUT TO LUNCH TIL &T+30 will show you returning in 30 minutes from the  
time it is invoked.  
Added new Time token (&U) to show time in US format of time followed by  
AM/PM which also supports the +’x’ minutes. Thus an action “OUT TIL  
&U+30 created at 14:25 will read OUT TIL 3:05PM.  
Admin Controls – Several additions have been made for administering Net  
Phones. These include new background files for centralized control of multiple Net  
Phone configurations, structural changes for working within Windows plus a new  
change for the user to control Call History contents.  
A new configuration file (NP_AppBs.ini) was added for centralized COS  
administration of Application keys with the ability to publish these settings for  
other Net Phone users.  
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Added COS setting to prevent selected users from ‘accidentally’ exiting Net  
Phone.  
• Made software structural changes to better support Microsoft recommended  
procedures for applications running the Windows operating systems.  
Added a new set of definitions in Preferences allowing the user to easily turn on  
Call Logging (Call History) and determine the types of calls to include within  
the list.  
ACD Enhancements – Adds to Net Phone improved interaction with Strata ACD  
to allow the supervisor to make a choice at the time of logging in whether to accept  
calls or not.  
• Give ACD Supervisors, at time of login, the option to “take calls”.  
• Provide a ‘Y’ or ‘N’ indicator per group for “taking calls”  
• Changes the displays of Supervisor’s Net Phone to show “Call Monitor” when  
monitoring an agent and “In Conf” when the call is joined, but an Agent’s Net  
Phone to not show any markings of the call being monitored or joined.  
Agents who use Net Phone will no longer see the “In Conf” display when a  
supervisor is monitoring the call, while the supervisor using Net Phone will  
continue to show this status. Thus “Silent Monitoring” is maintained.  
Message Waiting – Expanded operation of the Message Waiting feature.  
Added MsgWait Count indication on LED.  
Added right-click on LED to show list of messages and allow selecting a  
message to dial.  
• Fixed Msg Wait feature to work with multiple V-mail boxes and dial directly  
back to the target V-mailbox containing the message (requires using Axxess  
V5.3 or higher).  
Added option playing a sound (WAV file) when the Message Wait indication  
changes from none to 1.  
DSS Keys – Added the ability to distinguish “busy” status from “ringback” status.  
Chat Enhancements – Several new features have been added to Chat:  
A new menu item has been added when right clicking on the name in the Chat  
listing to offers to “Call on Phone” as well as “Chat Call”.  
• Added an option to show or not show off-line users in the <<Everyone>>  
group.  
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Overview  
Net Phone Software Enhancement History  
Added dynamic key re-sizing for Quick Response keys on the bottom of the  
Chat window.  
Added a Whiteboard capability within Chat to allow the sharing of the screen  
with another user within the Chat domain.  
Share screen with other user and display files on other persons PC.  
• Pen colors and sizes for drawing on the screen.  
Short-cut keys for quick changes to pen size or color.  
Debug/Troubleshooting Tools – A Ziplog Utility has been added to Net Phone for  
making debug and troubleshooting of problems much easier. Also the control for  
turning on the Advanced menu option to get to the Event and Calls Windows has  
now been enabled via the Preferences settings. The user can now go to Setup >  
Preferences >Advanced Tab to zip and send all pertinent files to for detailed  
troubleshooting.  
Improved Skins Designer – The Skins Designer now provides a within the screen  
set of controls with sliders for adjusting the color selections when designing or  
making new skins. These sliders provide instant feedback to the effects of the  
changes while designing or changing a skin.  
Application Integration Enhancements – The interfaces for working with 3rd  
party applications have been expanded in a couple of areas to provide more  
opportunities for customizing the interface to meet your application. The additions  
provided in this release include:  
Add to COM Interface “GetInfo( )” a “DATAPATH” to complement “EXEPATH”.  
Add to COM Interface “GetInfo( ) an “ACTSLIST” to support user-defined  
actions on external buttons.  
Two new DDE commands added to support other 3rd party applications wanting to  
send calendar status and reminder commands:  
• CALSTATUS,<BusyStatus>,<Start>,<End>,<|Subject|>,<Importance>,<|Locatio  
n|>, <RemindBefore> where: <BusyStatus> =0 (Free), =2 (Busy), =3 (Out of  
Office) and <Importance> =0 (Low), =1 (Normal), =2 (High).  
CALREMIND,  
<BusyStatus>,<Start>,<End>,<|Subject|>,<Importance>,<|Location|>,  
<RemindBefore> where: <BusyStatus> =0 (Free), =2 (Busy), =3 (Out of  
Office) and <Importance> =0 (Low), =1 (Normal), =2 (High).  
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Overview  
Requirements  
Requirements  
PC Requirements  
Net Phone only  
The Net Phone software can be loaded on a standard IBM-compatible PC running  
Windows 98, Windows NT, Windows XP, Windows 2000 or 32bit Windows Vista  
software. The specific requirements of this PC can vary; follow the recommended  
configuration for each operation.  
Net Phone with Soft Phone Audio  
The PC requirements for running the VoIP Soft Phone software requires at least  
Windows 2000, XP or 2003, but not XP Home Edition to operate. Follow Microsoft’s  
recommendations or higher for memory needs. The VoIP is not supported on the older  
Microsoft Operating Systems except for Net Phone operation only without audio.  
Physical devices to be used for headsets or handsets require a USB port.  
LAN Requirements  
The Net Phone communicates with the Net Server using a Microsoft network over  
TCP/IP, thus this type of network must be installed and running. If your site already  
runs a different network protocol, such as Novell IPS, you’ll need to run a dual stack  
configuration.  
Phone System  
The Net Phone works with various telephone systems using a System OAI connection  
to the Net Server. The VoIP connection, when used, is made to another connection  
where the PBX supports the extension ports for VoIP. The phone system can be  
configured for either G.711 (standard) or the G.729 (compressed) formats. Speech can  
be played using the PC’s sound card or for better quality you can use USB handset for  
a USB adapter for connecting a headset  
Power-Up  
The PC running the Net Phone software should typically be configured to  
automatically initiate the program whenever the PC is restarted or reset. When you  
startup the application, the Net Phone will automatically detect what type of PBX it is  
connected to and change it’s user interface.  
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Overview  
Beta Versions  
Support Plan (Maintenance)  
Net Phone requires a license that is controlled in the Net Server to operate normally or  
it will run in a demo mode for a limited time period. This license contains the start  
date and support date. Toshiba offers free upgrades and technical assistance for all  
sites that maintain their system by extending their support date. The software will  
continue to run after the support date expires, but upgrades to add the latest features  
cannot work until the license is brought back into the support plan.  
When you launch Net Phone you will see the Toshiba Splash Screen. By default the  
splash screen will not show support plan information. If you have  
ShowMaintOnSplash enabled in your COS file, the splash screen will display your  
Support Contract information. This is recommended as a reminder to the administrator  
of the date your plan expires. If your maintenance expires, you should Toshiba TSD  
Customer Service. The splash screen will look similar to the one below:  
Beta Versions  
Before attempting to run Beta Versions of Net Phone, the site must be current or “In  
Maintenance”. That is, the target Toshiba system must on a current maintenance  
contract through the expected end of the BETA cycle for Beta Net Phone software to  
operate.  
Important! Also, each Beta version of Net Phone MUST is replaced with a released  
version of Net Phone at the end of the Beta cycle. If it is not replaced,  
Net Phone will revert to operating in “Demo Mode” once the date has  
been reached. The splash screen for BETA versions provides a  
reminder that includes the date of expiration.  
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Installation  
2
Two different Setup files are offered for installing Net Phone. The one titled  
Netphone_xxx.exe provides a complete installation for any individual PC. The  
second is titled NP_xxx_Server.exe and offers both an ability to install on an  
individual PC or installing on the Net Server PC for automatic updates.  
To install the software on a number of different PCs can be made easier by either  
installing the Server-based version on the Net Server and opening a ‘file share’ to get  
a copy on each PC to create the initial installation. Even if not using the automatic  
upgrade capability, posting the individual setup file on a common PC to be accessed  
for installing on client PCs can save much time.  
The following describes using the individual Net Phone Setup file. When using the  
Server Setup file, one additional step is needed to choose to install using the Client  
Installation instead of using the Server Upgrade Installation.  
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Installing Net Phone  
• Start by checking to see that Net Server is installed and is operating on a Server PC  
on the network. Version 4.3.36 minimum is required for the VoIP audio capabilities  
to work. Take note of the “Network Name” of this server PC. This “Network  
Name” would be: 1) The NET BIOS name if the target PC is on the same LAN  
segment; 2) Or the complete domain name if reaching across a router or over a  
WAN.  
Run the Netphone_xxx.exe program to install Net Phone on the target PC. This  
opens the Installation Wizard (shown below), which will direct you through the  
following steps.  
Figure 2  
Strata Net Phone Installation Wizard  
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1. The initial screen will advise you to shut down all Windows programs to ensure  
that all modules can be installed. Click Next.  
2. Please read the License Agreement and click the I Agree button if you agree with  
the licensing provision and want to continue with the installation process.  
3. It is highly recommended that the default destination directory be used as the  
installation directory. If desired, you can browse to a different location for  
installing the software. Click Next.  
4. Select the Windows Program Group for placing the start icons. Again, leaving as  
default (TOSHIBA) is recommended. Click Next.  
5. The Select Startup Settings screen is used to pre-configure Net Phone to meet your  
individual needs. Select the radio button, if given the choice, to indicate whether  
you are going to login to the Net Phone with an Agent ID, login by Extension or if  
you plan to use the Net Phone for a Standard Desktop Phone. Also, enter a  
checkmark next to Soft Phone Audio to enable the VoIP Audio capabilities  
(requires a separate license). Click Next  
Note This step is bypassed or has fewer options on some installations.  
6. Select the options to be included with Net Phone. These options will appear on the  
Options Buttons along the bottom of Net Phone. A check in OAISYS Replay  
enables Step 7 for setting the Record Button options. Click Next.  
7. If the Option Button OAISYS Replay were selected, then the Select Record  
Options offers the ability to Show Record Button, to manually Stop and Start the  
OAISYS Tracer recording, and the ability to enter Bookmarks on the active call.  
Click Next.  
8. The installation process offers a wizard for the integration settings for a number of  
popular applications to be used with Net Phone. Make a selection from the list. If  
your application is not listed select “None” and contact Technical Support for an  
application note, if one exists, that note will provide instructions for making your  
application work. Click Next.  
9. This step pauses to ensure you have made that all the parameters settings needed  
prior to prior to proceeding with the actual installation and making final settings.  
Click Next.  
10.Finally, once all files and settings are completed, this screen will inform you of the  
completion. It is recommended that Net Phone be added to the Startup Group.  
Click Finish. Typically, you will be asked to restart your PC for all the settings to  
take place.  
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Installation  
Setup User Profiles  
Setup User Profiles  
When Net Phone is started, the first item that will need to be defined is at least one  
User Profile.  
³ To define a User Profile  
1. Go to the Main Menu > File > Change Login. The Net Phone Login Profile dialog  
box displays.  
2. Select from existing profiles and click Use to set this profile into an active state.  
or click Add New to create a new profile or Modify to change the selected profile.  
The definitions and offerings of both the Edit Profile and Add Profile dialog provide  
the same set of choices as shown in the Edit Profile screen shown below:  
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Installation  
Setup User Profiles  
Description – Enter a name (or modify the name) to call the profile.  
Profile Type – Use the pull down list and choose a type.  
• Single PBX Extension – Defines a single PBX DN that will be monitored for  
calls.  
Primary and Secondary PBX Extension – Defines a primary and a secondary  
PBX DN that will be monitored for calls. This allows having a primary  
extension number, usually a VoIP station, plus still be able to get calls from  
your desktop phone.  
PBX Ext – Click the Modify button to open the Net Client Logon Settings dialog.  
Client Information – Enter the User name, Password (optional), and extension  
number for the primary extension.  
• Server Information – Enter the Net Server PC’s network name or IP address.  
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Installation  
Setup User Profiles  
Secondary PBX Ext – Click the Modify button to open the User Info dialog.  
User Info – Enter the User Name,  
Password (optional), and Extension  
Number for the secondary DN to  
monitor. Click Save when done.  
• PBX Phone Audio – Use the pull down  
menu and choose whether the primary  
connection is using the PBX Phone or  
VoIP Audio for the speech path.  
Voice Server IP Address – When  
VoIP is selected, enter an IP address  
for the voice server providing the PBX extension.  
• Use Skin – Each profile can choose which Net Phone Skin design to use. Use the  
pull down list and select a skin to use whenever this profile is selected for use.  
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Installation  
Voice over IP Audio  
Voice over IP Audio  
When Voice over IP is used for the Audio connection, some additional choices are  
necessary for determining how the audio path will be connected to the PC. When VoIP  
is the primary DN, an additional button appears on the main screen of Net Phone. This  
button defaults showing Headset and when pressed shows SPKR. Right click on this  
button and the Audio Setup dialog will appear. This screen defines how the audio is  
handled and the device type used for primary (#1) connection (Headset button  
position) and for the secondary (#2) connection (SPKR button position). Each of these  
positions has speaker and microphone volume adjustments.  
Talking (Phone) Audio – Choose the Sound Board/Device to be used and the  
Audio Device Type from the pull down menus for both #1 and #2 devices.  
• Ringer Settings – Choose the Sound Device to be used for the ringing indications.  
Choose the WAV file for the ringing sound.  
Voice Server – This provides access to the Modify Profile screen to make changes  
if needed and also provides the status of the connection with the PBX.  
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Deploying Net Phone  
3
When installing a system involving a number of Net Phones, using server-based  
configurations and/or copying of configuration files onto other PCs can improve the  
on-going administration. This section describes three server-based configuration items  
plus instructions for duplicating configuration data from one Net Phone onto other Net  
Phones. Typically, a combination of these items is used for deploying multiple Net  
Phones in your organization.  
Server-based Automatic Updates – Upgrades to Net Phone can be published on  
the server. Each time a Net Phone client attempts to make a connection to the  
server, its version is checked, when an update is available, this update may be  
offered or forced to the user causing the client PC to be updated.  
Server-based Dial Plan – A Dial Plan for making calls and how to treat Caller ID  
information is required for many Net Phone features. This can be a complex issue  
for many users, thus having a server-based common definition administered and  
tested by one person makes the settings for all other people. This makes it much  
easier for each user.  
Server-based Net Phone COS – The Server controlled COS requires the Net  
Phone configuration files to be stored on and used from the central server. This  
allows the system administrator to setup a configuration, save it to the server, and  
then have a group of Net Phones use that configuration from the server. Thus by  
making a single configuration change, the system administrator can cause that  
change take affect on all users (in the group).  
Copying Configuration Files to Other PCs – As an alternative to creating a  
centralized COS or Dial Plan, it may be useful to create a configuration on one PC  
and copy these configuration files from this PC to others being setup. This  
operation saves time and may be practical for smaller installations.  
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Deploying Net Phone  
Server-based Automatic Upgrades  
Server-based Automatic Upgrades  
Net Phone supports an automatic upgrade feature to ease the burden of installing new  
releases on dozens of workstations, and setup files are released for each new version  
of Net Phone:  
Netphone_xxx.exe = Complete Setup file for Net Phone clients.  
NP_xxx_Server.exe = Configures Net Server for automatic Net Phone updates. This  
setup file contains a file called NP_Upgrade.exe used for patchable updates when  
needed.  
Where xxx is the specific PBX version of the file.  
All files are available on the Toshiba FYI site.  
How it Works  
Net Phone connects to Net Server at startup. During the login phase, Net Server  
checks the version of Net Phone and compares it to the upgrade information in an  
“.INI” file. If the client is current, Net Server allows the connection. If the client is out  
of date, Net Server compares the client version to a list of “patchable” versions. If the  
client is “patchable,” Net Server sends a copy of NP_Update.exe to the client. If the  
client is not “patchable,” Net Server sends a copy of Netphone_xxx.exe to the client.  
The client receives the appropriate upgrade file via the Toshiba Transfer Protocol.  
This protocol operates on the normal Toshiba TCP port (8767). Clients connecting to  
Net Server through a firewall will receive upgrades normally through the standard  
8767 port, i.e., if Net Phone can connect to Net Server, it is eligible to receive  
Automatic Upgrades.  
Net Phone displays either an “Upgrade in progress” dialog box (Forced Upgrade), or  
notifies the user that an upgrade is available and offers the option to upgrade now  
(Optional Upgrade). If the user chooses to upgrade, Setup displays a warning if it  
detects other TOSHIBA applications (Chat, DSS) active on the PC and asks the user  
to exit those applications. If the user does not exit before continuing, Setup may  
attempt to restart the PC after completing the upgrade. Setup does this to ensure all  
TOSHIBA applications are using the current files.  
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Deploying Net Phone  
Setting Up Net Server for Automatic Upgrades  
Setting Up Net Server for Automatic  
Upgrades  
The System Administrator must install the upgrade files on the Net Server. Launch  
NP_xxx_Server.exe on the Net Server PC.  
Choose your Installation Type. Select Server Upgrade Installation.  
Client Installation runs the normal Net Phone Setup to install a copy for use on  
the local PC.  
Server Upgrade Installation installs the appropriate files on the server PC.  
Click Next.  
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Deploying Net Phone  
Setting Up Net Server for Automatic Upgrades  
Select whether to Force the Update on Each User or Give User Option to Upgrade.  
For most LAN installations, forcing the users to upgrade is the best choice. If you  
support users who connect via IP devices over relatively slow WAN links, you should  
give your users the option to decline the upgrade. Users on slow links can choose to  
upgrade during periods of low activity, or after hours.  
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Deploying Net Phone  
Advanced Information  
Advanced Information  
Setup creates a folder called “NetPhone\Install” in the Net Server folder. Setup places  
copies of netphone_xxx.exe, NP_Upgrade.exe, and InstallVersion.ini in the Install  
folder.  
The InstallVersion.ini file is part of each release of NP_xxx_Server.exe. Do not  
modify the contents of InstallVersion.ini unless specifically directed by a CTS  
Technical Support Engineer. The contents of a sample file is defined in the table  
below:  
[Version]  
Settings Definitions  
New Version = Text string indicating the now current version  
of Net Phone.  
NewVersion="V4.0.202"  
Date = Text string indicating the ship date of the now  
current Net Phone.  
Date="01/03/2002"  
FullFile = Text string containing the filename of the full Net  
Phone Setup file.  
FullFile="netphone_xxx.EXE"  
PatchFile="NP_Update.exe"  
ForcedUpdate=N  
PatchFile = Text string containing the filename of the  
incremental patch file.  
ForcedUpdate = Y or N — indicates whether user has the  
option to decline the upgrade.  
FromVersion = Text string containing a list of versions from  
which a PatchFile upgrade is valid. If the current client  
version appears in the FromVersion list, Net Server sends  
the PatchFile to the client. If the current version does not  
appear in the list, Net Server sends the FullFile to the  
client.  
FromVersion="V4.0.32;  
V4.0.33; V4.0.34; V4.0.35;  
V4.0.36; V4.0.37; V4.0.38;  
V4.0.39; V4.0.200; V4.0.201"  
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Server-based Dial Plan  
4
Each Net Phone can be configured to follow a local Dial Plan or a Server-based Dial  
Plan. This is controlled in Net Phone’s Preferences dialog box under the Dialing Tab.  
How a person accesses outside lines and the numbers to be dialed can be fairly  
complex and is best administered using a central set of rules and a person familiar  
with the PBX and local dialing rules. Thus we recommend that a central Dial Plan be  
established, which will update all users whenever changes are made in the PBX or  
outside dialing patterns.  
Dial Plan Setup  
Each area of the US uses a different set of rules for determining which calls are local  
or long distance calls. The opening pages of your phone book are a good source for  
how to dial different numbers in your area. Your PBX administrator will also need to  
define access codes for reaching outside lines. These pages generally define how to  
dial different areas and provide a listing of prefix codes for the local calling areas.  
Three typical examples are:  
1. Phoenix, AZ – all calls within the "602", “480”, and “623” area codes are  
considered to be local calls, while all calls outside those area codes are considered  
long distance.  
2. Santa Fe, NM – calls to some office codes within the "505" area code are  
considered to be local calls, while other calls to the "505" area code are considered  
long distance.  
3. Atlanta, GA – all calls to area codes "770" are considered to be local calls while  
some calls to the "404" and "678" area codes are also considered to be local calls.  
Therefore to correctly handle the dialing of numbers you should create a dialing plan.  
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Server-based Dial Plan  
Dial Plan Setup  
³ To Setup a Dial Plan on the Server  
1. Go into the Net Server, under Processes, Show the Dial Plan Service (right-click  
and choose Show Service).  
2. In the Dial Plan Service dialog box, click the Setup Dial Plan button to show the  
following screens:  
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Server-based Dial Plan  
Dial Plan Setup  
Calling Within My Home Area Code  
Home Area Code – Set this to the Area code where the phone is located. This will  
be used by Net Phone to determine which dialed calls are within your home area  
code and when searching a contact manager (reverse screen-pop) the dialed  
number will need the area code included, i.e. Microsoft Outlook.  
Local Calls? – Select either All Calls in my Area Code or only Calls to these  
Office Codes.  
Local Office Codes – When you choose Call to these Office Codes, the pull down  
listing shows the exchange codes (prefix codes) that are considered to be a local  
call from your location. To add, delete or change any codes, click the C button to  
display the "Change Dial Rules" screen.  
To Add Local Prefix Codes – Enter the prefix code and click Add. The wild  
card character ‘#’ can be entered at the end of a prefix code entry to represent a  
range of codes. For example, 75# would represent all codes 750 to 759 and 7##  
would represent codes 700 to 799.  
To Delete Local Prefix Codes – Highlight a prefix entry and click Delete  
button. The delete button removes the entire entry from the list, thus if the entry  
has a wild card, then it removes all codes represented by the wild card.  
To Delete a Specific Prefix Code – To delete on prefix code that is part of a  
range of codes entered using a wild card character, enter the prefix code to be  
considered not local in the Long Distance box and click Add. For example, if  
prefix code 755 is long distance but all other 75# codes are local, first enter 75#  
into the local list and the add 755 as Long Distance – the resultant local list will  
be 750, 751, 752, 753, 754, 756, 757, 758 and 759.  
• Dial Area Code on Local Calls – Enable this feature in areas, such as Atlanta,  
where you must always dial the full 10-digit phone number (include the area code)  
even when the call is local. Most areas of the US, local calls do not include the area  
code and dial only 7 digit numbers for local calls. Any number dialed from another  
program or hot key dialing will be down to its base 7 digits by removing the Home  
Area Code before it is dialed.  
Add+1 – Check the box if you need to dial a leading 1 before the number for calls  
within your Home Area Code.  
Dial Area Code Plus the Number – Check the box when the home area code is also  
to be dialed.  
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Server-based Dial Plan  
Dial Plan Setup  
Calling Outside the Home Area Code  
Local calls? – Select either None or Only Calls to These Area+Office Codes.  
Local Area+Office Codes – This entry is only presented when you chose Only  
Call to These Area+Office Codes in the previous step. The pull down listing shows  
the codes (area code plus prefix codes) that are considered to be a local call from  
your location. Click the C button to add, delete, or change codes by displaying the  
"Change Dial Rules" screen.  
To Add Local Area+Prefix Codes – Enter the six digit area+prefix code and  
click Add. The wild card character ‘#’ can be entered at the end of a prefix code  
entry to represent a range of codes. For example, 602### would represent all  
prefix codes in area code 602.  
To Delete Local Area+Prefix Codes – Highlight a prefix entry and click  
Delete button. The delete button removes the entire entry from the list, thus if  
the entry has a wild card, then it removes all codes represented by the wild card.  
To Delete a Specific Area+Prefix Code – To delete one prefix code that is part  
of a range of codes entered using a wild card character, enter the prefix code to  
be considered not local in the Long Distance box and click Add.  
For Long Distance Calls add +1 – Check the box when you need to have a  
leading one ("1") added when making long distance calls outside your home area  
code.  
Click Save when done.  
Test a Phone Number  
Test a Phone Number – Dialing plans can become complex. Use these boxes to enter  
different telephone numbers and check to see the number that will be dialed. The  
dialed number should be identical to what you need to dial when using your phone to  
manually dial.  
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Server-based Net Phone COS 5  
using the Net Server Administrator program, followed by creating your configuration  
The steps are as follows:  
“Step 1: Create User Groups (Net Server)” on page 30  
“Step 2: Assign Users to Net Phone Application (Net Server)” on page 32  
“Step 3: Assigning Users to User Groups (Net Server)” on page 36  
“Step 4: Create Configuration Files using Admin Net Phone” on page 39  
“Step 5: Publishing the Configuration Files” on page 41  
The following steps show an example creating two user groups, users and  
administrators, and assigning a class of service to each. Multiple groups can be  
assigned, each with its own configuration created by the Administrator common to  
that group.  
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Server-based Net Phone COS  
Dial Plan Setup  
Step 1: Create User Groups (Net Server)  
1. Open Net Server Administrator by selecting Setup/Administration from within Net  
Server.  
2. Log in with username admin and password admin.  
3. Select the User Groups tab.  
4. Click the Add New Record button (see circled button on following diagram).  
5. Type in a name to represent the Net Phone Administrator (NetPhoneAdmin in this  
example) and click Okay.  
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6. Click the Add New Record button again, and this time, type in a name to represent  
the Net Phone Users’ group (NetPhoneUsers in this example).  
7. Click Okay.  
8. Repeat the above steps to create any other Net Phone user groups as needed. The  
Net Server User Groups should now look like this:  
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Dial Plan Setup  
Step 2: Assign Users to Net Phone  
Application (Net Server)  
By assigning User Groups to the Net Phone application allows you to assign a  
common “Class of Service” and “Configurations” for all users in a group. Individuals  
that are not part of a group can also be assigned as a Net Phone application user.  
1. Select the Applications tab. Highlight the Net Phone entry.  
• Named User Groups – You can create named groups (like “NetPhoneAdmin”,  
“NetPhoneUsers”, etc.) for assignment of a common “Class of Service” and  
“Configurations” for everyone in the group.  
Individuals – Setup individuals as an Application User ONLY to exclude them  
from the <Default> group.  
• <Default> group – Setup this group as a ‘catch-ALLgroup. That is, anyone not  
specifically listed in a named group is assumed to belong to this <Default>  
group.  
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Server-based Net Phone COS  
Dial Plan Setup  
2. Add User Groups to Net Phone – Click Add New Record (see circled button  
above). The following window pops up:  
• Select the newly created NetPhoneAdmin Group from the Client/(Group):  
drop-down box.  
• Select World for both Read Level and Modify Level from their respective drop-  
down boxes.  
Place a checkmark in the Server Admin Privilege checkbox. The window  
should now look like this:  
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Dial Plan Setup  
Click Done.  
3. Repeat by highlighting the NetPhone entry and click the Add New Record button  
again.  
• Select the NetPhoneUsers Group created previously from the Client/(Group)  
drop-down box.  
Select Denied for both the Read Level and Modify Level from their respective  
drop-down boxes.  
Uncheck the Server Admin Privilege checkbox.  
• Place a checkmark in the Use Server-based Configurations checkbox. The  
window should now look like this:  
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Dial Plan Setup  
• Click Done.  
4. Repeat the preceding steps to add any remaining Net Phone user groups.  
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Dial Plan Setup  
Step 3: Assigning Users to User Groups  
(Net Server)  
1. Select the Users tab. The following screen appears:  
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Dial Plan Setup  
³ To Assign Users as Net Phone Administrators  
1. Scroll down the list of User Names.  
2. Double-click on the User Name (NPAdmin – 1000 in this example.) to be a Net  
Phone Administrator.  
3. Create a new user if not found.  
4. Place a checkmark in both the Admin and Users groups as is shown in the  
following screen:  
5. Click Done.  
6. Repeat for other Net Phone users to be assigned as Administrators.  
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Dial Plan Setup  
³ Assign Users as Net Phone Users  
1. Scroll down the list of User Names  
2. Double-click on the User Name (NPAdmin – 1000 in this example.) to be a Net  
Phone User.  
3. Place a checkmark in the User group only as is shown in the following screen:  
4. Click Done.  
5. Repeat for other Net Phone users to be assigned as Users.  
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Dial Plan Setup  
Step 4: Create Configuration Files using  
Admin Net Phone  
Restart the Administrator’s Net Phone, if Net Phone is running, shut it down and  
restart. Set up the buttons, Call Handler rules, skins, etc. as you would like the users’  
Net Phones to be configured. Use the Net Phone User’s Guide as needed for how to  
configure Net Phone. Additional advanced configuration information can be found  
later in this document.  
³ To Change the COS Configuration  
1. Once the configuration is done, click the Main Menu icon on Net Phone (top left)  
and select File > Publish. The following window appears:  
2. Select the Server Group: NetPhoneUsers (the group created earlier for users).  
3. Left-click on the file name “AG_COS.INI” to highlight it.  
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Dial Plan Setup  
4. Right-click on the highlighted file and  
choose Edit. The window shown right  
appears:  
that should be set and controlled from  
the Server. Any items left using the ‘=Y’  
setting will allow the user to change and  
keep those settings on that local PC. The  
file from the server will not be  
downloaded. (See “Editing the  
AG_COS.INI File (COS)” on page 50)  
6. Click File > Save to save the changes.  
Close the “AG_COS.INI” file.  
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Dial Plan Setup  
Step 5: Publishing the Configuration Files  
When a Net Phone is assigned with “Admin” privileges (either  
the Server Admin Privilege or the Group Admin Privilege #1),  
then a Publish item will be provided on the File menu.  
When the Publish menu is selected a screen similar to the  
screen shown right. If you only have the Group Admin  
Privilege (and not the Server Admin Privilege) then the Group  
name field will show your group name and you will not be  
allowed to change it. However if you have the Server Admin Privilege you can  
publish to any group by entering the group name. By blanking out the group name you  
will be publishing to the <Default> group area.  
SelectNetPhoneUsers  
from the Server  
Group drop-down  
box. From the file list,  
highlight the files you  
would like to apply to  
the users’ Net Phones.  
It is recommended  
that all files be  
selected.  
• To publish files to the  
selected Server  
Group, click the  
Publish to Server  
button.  
Note Always publish the Class of Service Settings file (AG_COS.INI) after editing it  
to the user-desired settings.  
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Verification of Settings  
Verification of Settings  
The Net Phone at each desk must be restarted for the configuration changes to take  
effect. If you have included the button files in this configuration, verify that the user  
does not have the ability to change the buttons’ features. If you have included Call  
Handler rules in the configuration, verify that the user’s Call Handler has the  
appropriate rules set up. If anything else was included in the configuration, check  
those settings as well.  
Managing files on the Server  
Sometimes it may be useful to view and manage the configuration files on the Server.  
When the radial button on the top of the Manage Server Configuration Files screen is  
changed to Server Files, a list of the files posted on the server for that group is  
displayed. Any file can be retrieved from the server by highlighting that file, then right  
clicking and choose to Copy File from Server. A warning dialog box will appear  
asking if you want to replace the corresponding file on your PC. If you answer yes,  
then you can now edit or test that configuration. After making changes, use Publish to  
move the updated file back to the Server.  
Note Always use extreme caution when editing files to only make changes that are  
appropriate. Any changes in the configuration files will take affect on each Net  
Phone in the group the next time the Net Phone is either “Reset” or restarted.  
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Duplicating Configuration Files to Other PCs  
Duplicating Configuration Files to Other  
PCs  
Another method for rolling out Net Phones on multiple PCs is to define the  
configuration on one Net Phone and copy the appropriate configuration files onto  
other PCs. This method allows users to control their own configurations, while they  
start from a common configuration. This may be preferable for some installations,  
especially sites having only a few Net Phones.  
All files controlling the configuration can be found in your user’s Local Settings,  
typically “Documents and Settings\<user name>\Application Data\CTS\Netphone”.  
Dial Plan Configuration File  
The Dial Plan is a key file that can take time to create and test to ensure it works. If not  
using a server-based Dial Plan, copying this file onto other PCs can save a lot of time  
in getting multiple Net Phones working.  
Config File  
Description  
Local Dial Plan Rules. Can also be copied to Server for  
Server-based Dial Plan.  
DIALRULE.INI  
Net Phone Configuration Files  
The following .INI files control the major configuration parameters for Net Phone.  
Use caution when copying these files since using Net Phone continuously stores  
information in these files. It is recommended to copy these files when initially  
deploying Net Phone, but since personal preferences are also stored in these files,  
overwriting these files after users have started using their Net Phone could erase these  
settings.  
Config File  
AGNT_PH.INI  
Description  
Main Configuration File  
ACD Feature Settings  
Record-a-Call Settings  
ONP_ACD.INI  
NP_REC.INI  
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Duplicating Configuration Files to Other PCs  
Button Configurations  
The buttons can be defined on one PC and copied to other PCs to create an identical  
set of functions. The following files define the configurations of the buttons on the  
phone.  
Key Configs  
Description  
Defines Shortcut Keys, Keys on Main NP screen (except  
ACD wide keys), and current Skin selection.  
NP_KEYS1.INI  
NP_KEYS2.INI  
NP_KEYS3.INI  
Configuration of the ACD wide keys on Main NP screen.  
Configuration of keys on right-slide out button grouping.  
Configuration of links (keys) for optional application  
features.  
NP_AppBs.INI  
NP_XKYS1~8.DAT  
1st ~ 8th Bank of Extra Keys  
Directory Files  
The directory files are frequently compiled automatically, but sometimes they may be  
manually created or manually edited and the same copy needed on multiple Net  
Phones.  
Directory Files  
Description  
Net Phone looks for MainDir.txt in the application folder. If  
found, Net Phone automatically creates: FeatDir.txt and/or  
the ExtDir.txt file.  
MainDir.txt  
ExtDir.txt  
FeatDir.txt  
MyDir.txt  
The default Extension Directory  
The default Feature Code directory listing.  
The default Personal Speed Dial listing.  
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Duplicating Configuration Files to Other PCs  
User Defined Actions  
Net Phone uses the compiled list of User Defined Actions. Actions can be created,  
tested and exported to create *.AC files. Renaming these files accordingly (exported  
files have a numeric value for a name) and changing the suffix when needed can  
provide the best way to copy selected actions to other PCs.  
Action Files  
AGT_PHN.ACS  
*.AC  
Description  
Compiled User Defined Actions  
Exported Action file.  
Imported by Net Phone upon startup only when an action  
of the same name does not exist in the compiled set of  
actions (AGT_PHN.ACS). Thus, when this file exists and  
the user made changes to this action, the user can revert  
back to the original operation by deleting the current action  
in Net Phone, then stopping and restarting Net Phone.  
This file is renamed to *.AC once imported.  
*.ACI  
When the last character of the file name extension is a ‘1’  
(number), the file is always imported, overwriting an  
existing action. The file is deleted once imported.  
*.AC1  
*.ACO  
*.AC0  
When the last character of the file name is ‘O’ (letter), the  
file is always imported upon startup, overwriting an  
existing action. The file is not deleted.  
When the last character of the file name is ‘0’ (number),  
the file is only imported upon startup if the compiled action  
file is missing (AGT_PHN.ACS).  
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Server-based Net Phone COS  
Duplicating Configuration Files to Other PCs  
Personal Call Handling Rules  
Net Phone uses the compiled list of Personal Call Handling Rules. PCH Rules can be  
created, tested and exported to create *.RU files. Renaming these files accordingly  
(exported files have a numeric value for a name) and changing the suffix when needed  
can provide the best way to copy selected rules to other PCs.  
Directory Files  
NET_PHN.RUL  
*.RU  
Description  
Compiled Personal Call Handler Rules  
Exported Personal Call Handling Rule  
Imported by Net Phone upon startup only when a rule of  
the same name does not exist in the compiled set of rules  
(NET_PHN.RUL). Thus, when this file exists and the user  
made changes to this rule, the user can revert back to the  
original operation by deleting the current rule in Net  
Phone, then stopping and restarting Net Phone. This file is  
renamed to *.RU once imported.  
*.RUI  
When the last character of the file name extension is a ‘1’  
(number), the file is always imported, overwriting an  
existing rule. The file is deleted once imported.  
*.RU1  
*.RUO  
*.RU0  
When the last character of the file name is ‘O’ (letter), the  
file is always imported upon startup, overwriting an existing  
rule. The file is not deleted.  
When the last character of the file name is ‘0’ (number),  
the file is only imported upon startup if the compiled rule  
file is missing (NET_PHN.RUL).  
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Server-based Net Phone COS  
Advanced Configuration  
Advanced Configuration  
Some items of the configuration can be changed but are not always present in the  
Administration interface available to the user. This includes an ability to create a Post  
Call Survey type of operation, using Extra Call Info items as part of the conditions for  
creating Personal Call Handling rules and some hidden parameters that should not be  
readily changed except as part of the initial setup.  
Post Call Survey  
For Net Phone to conduct a post call survey, a call variable labeled either PC_DEST or  
~PC_DEST, needs to be created that contains an extension number where the call will  
be transferred when and only if the Net Phone hang up button is pressed.  
Automatically the call will be transferred to the destination defined. This Extra Info  
field can be created and a value entered using Call Router, Voice Assistant and any  
Net Phone.  
Example  
A user would like to have selected calls automatically move to another location when  
the call is finished. This could be for a Post Call Survey or it could be for an assistant  
to collect more detailed information. In this example, the agent uses an assistant to  
collect more details from the call and wants to send the call to extension 1027.  
Create a User-defined Action of the type Modify Call Information and name it Post  
Call Followup, choose the Extra Info option and enter a Field Name: PC_DEST  
and a Value: 1027.  
Create a Programmable Button by right-clicking on a blank button, choose the  
colors and enter a Label, in this case I will use FollowUp. Choose an Action: User  
Defined Actions and then select your action Post Call Followup.  
The user now can handle a call and if post call followup is needed, press the  
FollowUp button and when he ends the call by pressing F12 or clicking key, the  
call will automatically transfer to extension 1027, his assistant.  
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Using Extra Information in Personal Call Handler Rules  
Using Extra Information in Personal Call  
Handler Rules  
The Personal Call Handler supports the use of Extra Information when the triggering  
event is either Call Ringing or Call Answered. The only choice offered in the pull  
down list is CallerID Name. Additional fields can be inserted by typing the name in  
the entry box. The syntax for the parameter must match the field exactly with that used  
within TOSHIBA. Following is a list of field names that can be entered into the  
Personal Call Handler Extra Info field.  
Extra Info Field Name  
Account  
Description  
Account code attached to the call  
ACD agent’s name  
ACDAGT  
ACDAGTN  
ACDGRP  
ACD agent’s code (number)  
ACD group’s name  
ACDGRPN  
CalledID  
ACD group’s number  
Name of called number (DID/DNIS Name)  
Number called (DID/DNIS number)  
CallerID/ANI name  
CalledIDNum  
CallerID  
CallerIDNum  
CALLPRIORITY  
LastRedir  
CallerID/ANI number  
Priority of call within ACD  
Last redirected extension number  
PC_DEST or ~PC_DEST Post call survey destination  
PREFAGENT  
~RECFNAME  
ACD preferred agent’s code (number)  
Tracer/ACR recording file name for this call  
~ When a tilde is the lead character in an Extra Info field name, that field cannot be  
edited and will not display in the Extra Info screen.  
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Using Extra Information in Personal Call Handler Rules  
Example  
The Net Phone user may want a special alerting tone whenever a call rings when the  
caller has selected or indicated to the system the call should be directed to specific  
agent. In this case, we want to play the Whistle WAV file for this alert function. Thus,  
we would create a new Personal Call Handling Rule:  
• Triggering Event: Call Ringing  
• Call Type: Any  
• Phone State: Any  
• CallerID Number: none Required  
• Extra Info: PREFAGENT, Is Present  
• Account Code: none Required  
Action (Immediately): Blow Whistle (Action defined to Play WAV file previously  
created)  
Action (After ‘x’ seconds): none  
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Server-based Net Phone COS  
Editing .INI Files  
Editing .INI Files  
Editing the .INI files can change a number of advanced configuration settings. These  
files contain configuration information, some of which is dynamically written by the  
application, some are set using the Admin tools on the Main Menu, and others are in  
the background and require manual editing to cause a different behavior. It is  
recommended that only those lines shown in the following sections be changed  
without consultation of TOSHIBA Technical Support.  
Editing the INI files can change some advanced configuration settings.  
First, you MUST exit the Net Phone program before making the changes. Changes  
made while Net Phone is running will revert back to their original settings upon  
exiting Net Phone.  
Use Notepad or other text editor to make the appropriate changes based upon the  
following descriptions.  
Upon restarting Net Phone, the new settings will take effect.  
Editing the AG_COS.INI File (COS)  
The most important file on server-based configurations is the Net Phone Class of  
Service file (AG_COS.INI file). This file not only determines what a Net Phone user  
can or cannot change on his/her phone but also which configuration files should be  
used from the server.  
Note This file MUST be setup for each group for server-based configuration to  
operate for that group. Repeat the above procedure for each group.  
For each setting =N in this file, the user is not allowed to change that part of the  
configuration on his/her phone. Also the appropriate configuration file must exist on  
the server and will be used by the Net Phone.  
Item  
Chg_Actions=Y  
Chg_Rules=Y  
Config File  
Description  
AGT_PHN.ACS User-defined Actions  
NET_PHN.RUL Personal Call Handler Rules  
Chg_StdKeys=Y  
Chg_PgmKeys=Y  
NP_KEYS1.INI  
NP_KEYS2.INI  
1st Bank of Programmable Keys  
2nd Bank of Programmable Keys  
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Editing .INI Files  
Item  
Config File  
NP_KEYS3.INI  
AGNT_PH.INI  
None  
Description  
Chg_BotKeys=Y  
Chg_MainSet=Y  
Chg_OutLookSet=Y  
Chg_InfoSet=Y  
Chg_Recording=Y  
Chg_ACD=Y  
3rd Bank of Programmable Keys  
Main Configuration  
Outlook Link Settings*  
Extra Info Feature Configuration  
Record-a-Call Settings  
ACD Feature Settings  
CALLINFO.INI  
NP_REC.INI  
ONP_ACD.INI  
Show maintenance expiration date  
on splash screen  
ShowMaintOnSplash=N None  
Chg_AppKeys=Y  
Chg_Docking=Y  
NP_AppBs.INI  
NP_WDock.INI  
Optional Application Link Buttons  
Screen Docking Configuration  
Chg_XtraKeys1=Y  
Chg_XtraKeys2=Y  
Chg_XtraKeys3=Y  
Chg_XtraKeys4=Y  
Chg_XtraKeys5=Y  
Chg_XtraKeys6=Y  
Chg_XtraKeys7=Y  
Chg_XtraKeys8=Y  
NP_XKYS1.DAT 1st Bank of Extra Keys  
NP_XKYS2.DAT 2nd Bank of Extra Keys  
NP_XKYS3.DAT 3rd Bank of Extra Keys  
NP_XKYS4.DAT 4th Bank of Extra Keys  
NP_XKYS5.DAT 5th Bank of Extra Keys  
NP_XKYS6.DAT 6th Bank of Extra Keys  
NP_XKYS7.DAT 7th Bank of Extra Keys  
NP_XKYS8.DAT 8th Bank of Extra Keys  
* Settings, once made, can be locked into place by changing this setting to “N”.  
It is highly recommended that all configuration changes be made on the  
Administrator’s Net Phone and then published to the server. Most of the configuration  
items can be set up following the Net Phone Settings section of the “Net Phone User’s  
Guide”.  
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Editing .INI Files  
Editing the Agnt_Ph.INI File (Net Phone Main)  
This configuration file contains many topics, some are controlled using the  
Preferences Menu settings, some are dynamic and written by Net Phone during its use  
and others are static and can only be changed by manually editing this file. This  
section describes those items that need to be manually edited. DO NOT change other  
items unless instructed by TOSHIBA Technical Support.  
Setting the Format of Phone Numbers  
Applications some times need a specific format for recognizing phone numbers.  
Changing the “HypenFormat1” (%H) and “HyphenFormat2” (%J) parameters will  
define how the dialed number or CallerID/ANI number will be treated when each of  
these Call Variables. The phone number received (%P) using ANI or Caller ID is  
typically 10 digits without any formatting.  
[General]  
HypenFormat1=xxx-xxx-xxxx  
HypenFormat2=(xxx)xxx-xxxx  
Speed Dial Name  
When you dial using a Speed Dial key the label of the key will automatically are  
attached as the 'name' on that call. To disable this feature set this flag to =N for No.  
[General]  
SD_UseName=Y  
Calls to Act Upon  
When you use a Programmable Key with a "User-Defined Action" or a System/PBX  
Command that action may attempt to affect a call (i.e. Transfer, Divert, etc.). If more  
than one call is present on the phone, which call should be affected? This CallsToAct  
value determines which calls and in which order: "T"=Talking, "H"=Holding,  
"R"=Ringing, and "C"=Clearing. If for example, you wanted to act on Ringing then  
holding calls you would set the value to "RH". To disable actions for affecting calls,  
set the value to =N for None.  
[General]  
CallsToAct=THR  
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Editing .INI Files  
Message Lamp  
On some installations the Red Message lamp (next to the MSG key), may not be  
desirable as message information is also displayed on the LCD Display. To disable the  
message lamp, set this flag to =N for No.  
[General]  
MsgLamp2=Y  
Call Logging  
Call logging is the process of capturing and writing out call information to a “logging  
file” at the completion of each call. TOSHIBA Net Phone supports logging as a  
standard feature, writing out the information to a text file so it can be viewed or  
imported into other programs or databases. Net Phone’s Preferences Setup dialogs  
provide the user ability to enable/disable call logging and choose the types of calls to  
be reported. The administrator including the format of the data, its header line, the file  
name, and whether calls to the primary DN or all DNs on the phone are to be included  
can change other items.  
[Logging]  
Settings Definitions  
DataHeader=Date&tTime&tDir&t  
Phone&tName&tDur&tAnswer&t  
Acct&tType&tNotes&tGUID  
DataHeader – Column header for log file.  
Typically you would use a tab-delimited format.  
DataFormat=&D&t&T&t%B&t%H  
&t%N&t%L&t%S&t%A&t%T&t%  
X("Notes")&t%X("~CHdbGUID")  
DataFormat – Data and format of a data record.  
Typically you would use a tab-delimited format.  
LogFile – Path and filename of text file where  
logging will occur.  
LogFile=CallLog.txt  
1
Enabled=Y  
Enabled – Logging feature enabled “Y”es or “N”o  
MaxSize – Maximum size of log file (in  
megabytes)  
MaxSize=1  
CallType – Call types that should be logged:  
“CO”, “A”ll, or “IC  
CallType=CO1  
LogSDNcalls=False  
Change to =T to log all calls including secondary  
appearances.  
1. These items are now controlled using Setting Preferences (General Tab) and should not be  
changed by editing this .INI file.  
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Editing .INI Files  
Exporting Call Information  
The Exporting Call Information is an action, which can be triggered from a Personal  
Call Handler rule or by the user pressing a programmable key set with this action. The  
action first pops up an "Export Information" screen that allows the user to add/review  
the information to be saved. If any required fields are empty, the user must enter them  
before being allowed to export. Then when the user presses the Save button, the action  
formats and exports the information to a text file at the desired location.  
The only parameter needed when defining the action is the Path & Filename to which  
the export should occur. Typically, the target destination will be over a LAN to a  
system-level PC/database, so it's usually appropriate to have a network drive mapped  
specifically to the target location (i.e. F:\). Also since exports could be occurring  
simultaneously from many different PCs, it is recommended to use one of the system  
variables like &E (your extension number) as part of the filename so that the export  
filename is unique for each PC – for example: EXT&E.IMP  
Export Information requires file-sharing access with Write permissions to the target  
folder. Users must be able to browse to the target folder and create a file, or Export  
Information will fail.  
The export action can be configured and customized by changing fields in the  
[Export] section of the Agnt_Ph.INI file. Following is an example configuration.  
[EXPORT]  
Settings Definitions  
RequiredFields – This parameter is used to  
designate which fields the user will be required  
to enter (cannot be left blank) when the "Export  
Information" screen is presented. The choices of  
fields includes:  
RequiredFields=MP  
M = Main Listed Telephone Number  
P = Phone number (CallerID or ANI on the call)  
N = Name (CallerID name)  
A = Account code  
D = Destination.  
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Server-based Net Phone COS  
Editing .INI Files  
[EXPORT]  
Settings Definitions  
HideFields – This parameter is used to  
designate which fields to hide from the user  
when the "Export Information" screen is  
presented. Use this to hide fields your agents do  
not need to enter. The choices of fields includes:  
M = Main Listed Telephone Number  
P = Phone number (CallerID or ANI on the call)  
N = Name (CallerID name)  
A = Account code  
HideFields=D  
D = Destination.  
Important: Do not Hide a Required field. Users  
will be unable to save their information if they  
cannot enter data into all Required fields. You  
cannot enter data into a Hidden field.  
Line1=@@LOGON,EXT&E,&E  
Line2=@@LEARN,M,%M,%P  
Line3=@@DONEIF,SUCCESS  
Line1 - Line4 – Up to 4 lines of text can be  
written on each export. Line1 through Line4  
determine the text output to the target file. These  
lines can contain text; call variables and system  
variables to provide all of the static and real-time  
information needed.  
Line4=%P,"%N",@@DEF,@@D  
EF,@@DEF,  
@@DEF,@@DEF,@@DEF  
DefAcct, DefDest, DefName – These will be  
used as the default Account, Destination, and  
Name fields shown on the "Export Information"  
screen if these are not already present on the  
call.  
DefAcct=  
DefDest=  
DefName=  
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Editing .INI Files  
[EXPORT]  
Settings Definitions  
AutoModify – When the user has entered  
information into the "Export Information" screen,  
it is typically desirable to immediately attach this  
information to the telephone call in progress.  
This flag is used to turn on this feature by setting  
it to "Y" for Yes.  
AutoModify=Y  
Note If a "Main Listed #" is entered (and this  
feature is enabled), this main phone  
number is then substituted for the Calling  
number on the call, which typically helps  
ensure success on subsequent screen-  
pop attempts.  
Path and File – Default values for the location  
and name of the Export file. These values are  
only used if the Export Information Action does  
not include the path and file parameter.  
Path=F:\  
File=&E.IMP  
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Server-based Net Phone COS  
Editing the NP_Rec.INI File (Recording)  
Editing the NP_Rec.INI File (Recording)  
When using OAISYS Tracer or Auto Call Record, a button can appear on Net Phone  
to show the recording status, offer the ability to start or stop the recording, and to enter  
a bookmark into the recording record. These are controlled in the NP_Rec.INI file and  
can be selected during installation if the OAISYS Replay Option were chosen during  
installation or can be changed later by manual editing. The file contains a list of  
default bookmarks and each can be changed to meet your needs or additional ones  
added by adding a line and incrementing the numerical value.  
³ To Show Recording Status  
To have a button appear on the main Net Phone screen to show the status of Tracer call  
recording set Recd_ViewStatus to “Y”.  
[Recording]  
Recd_ViewStatus=N  
³ To Stop/Start Recording  
To make the Record button active to allow the ability to either or both start and stop  
the recording set the following to “Y”. Setting these to “Y” also makes this feature  
available in System/PBX Commands for creating User Defined Actions.  
[Recording]  
Recd_Start=N  
Recd_Stop=N  
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Server-based Net Phone COS  
Editing the NP_Rec.INI File (Recording)  
³ To Enable Inserting Bookmarks  
Net Phone can be used to manually insert bookmarks into the OAISYS Tracer  
recordings while the call is recording. Change Set_Bookmark to =Y. This setting also  
makes this feature available in System/PBX Commands for creating User Defined  
Actions. The lines marked Bookmark1= to Bookmark’x’= provides a naming list for  
a selection of bookmarks to be inserted. The number of choices can be reduced or  
increased. Delete lines not needed or add new default bookmarks by incrementing the  
numerical value accordingly. Replace the text following the ‘=’ character as needed to  
meet your needs. These bookmarks can be are presented to the user when the user  
right-clicks the Record button for making a selection.  
[Recording]  
Set_BookMark=N  
Bookmark1=Important Point  
Bookmark2=Listen Here  
Bookmark3=Phone Number  
Bookmark4=Abusive Language  
Bookmark5=Customer Service Issue  
Bookmark6=Customer Order  
Bookmark7=Confirmation  
Some applications may want to create unique buttons for frequently used bookmarks.  
This can be done by creating a User Defined Action, selecting System/PBX  
Command, then choosing RECORDBKMARK=“Bookmark Text”. This button will  
work independently of the bookmarks defined above, thus the user does not need to  
have the Record Button on Net Phone, but will require the setting Set_Bookmark=Y.  
If for example, abusive language is a problem, a button can be created using the  
Record Bookmark action and replacing “Bookmark Text” with “Abusive Language”.  
When the user presses this button this bookmark is inserted into the recording record.  
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Editing the ONP_ACD.INI File (ACD)  
Editing the ONP_ACD.INI File (ACD)  
This file controls the ACD features allowing or disallowing the use of ACD keys on  
the Net Phone. These controls define a set of functions for use with ACD including the  
ability for the ACD Supervisor to login and take calls or not take calls. The default  
setting of this configuration file is highly dependant upon the PBX that this Net Phone  
is connected.  
[ACD]  
Enabled=N  
Description  
Set this to =Y to enable this for PBX ACD function or to  
=C for CTS (TOSHIBA) ACD functions.  
Set this to =Y to allow users to control the ACD Wrap  
feature.  
SetWrapUpCOS=N  
3rdLoginCOS=N  
Set this to =Y to allow this Net Phone to be used to Login  
or Logout other ACD agents. This allows an application  
such as TASKE to manually login and logout agents.  
ACDLCDenabled=Y  
PDNenabled=Y  
Will display ACD messages when =Y.  
Net Phone will only look for calls on the PDN when set to  
=Y. Will look for calls on all DNs when =N.  
MakeUnavailable=N  
ACD_RingOnLCD=Y  
Does not matter.  
Displays ringing call on LCD display when =Y.  
Does not matter. This is controlled while logging into or  
out of ACD from Net Phone itself.  
ACD_SuperRcvCalls=N  
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Server-based Net Phone COS  
Editing Chat_COS.INI File (Chat)  
Editing Chat_COS.INI File (Chat)  
The Class-of-Service INI file has the following settings that can be changed using a  
simple text editor.  
[COS]  
Settings Definitions  
EnableDND_COS=N  
Set to =Y to enable the use of a DND function.  
When set to =Y this user is capable of sending a  
broadcast message.  
SendBroadcastMsgs=N  
ShowEveryoneGroup=N  
AddNewGroup=N  
When set to =Y this user will have a group that shows  
everyone on the system.  
When set to =Y, this user can create new groupings of  
users.  
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Open Architecture Interfaces 6  
The Open Architecture provides for integrating applications within Net Phone, such as  
the Personal Power Dialer or Chat as well as provides enabling links for other  
programs running on the PC.  
The Net Phone is specifically designed to cooperatively work with many different  
Windows applications. This allows you to do many different things including:  
dialing from other applications.  
automatically screen pop a contact database when a call rings in.  
• automatically open call journals to take notes on a call.  
beep your pager when an important call is ringing.  
Log call activity for a permanent record.  
Following are a list of the major interfaces provided in Net Phone to integrate with  
other programs:  
TAPI Dialing Interface – This allows TAPI enabled applications, for example  
Goldmine 4.0, to dial calls using Net Phone.  
DDE Command Interface – Non-TAPI applications can use this feature to dial and  
answer calls.  
Command File Interface – For applications that don't have TAPI or DDE  
capabilities, this interface provides another alternative to dial and answer calls.  
• OLE/COM Interface – Net Phone is an OLE server and as such supports a number  
of Methods that other applications can use to perform actions like to dial and  
answer calls.  
Outlook Phone Link – Microsoft Outlook is a powerful contact management  
program with which Net Phone works very closely. This requires the installation  
of the Outlook Link application.  
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Open Architecture Interfaces  
Registry Entries  
Note Toshiba reserves the right to make changes (including changes, additions, and  
deletions) to these open architecture interfaces without notification. The  
information in this section cannot be guaranteed to be 100% accurate and some  
commands may not work with all PBXs.  
Registry Entries  
To help other applications know if and where TOSHIBA Net Phone is installed on a  
PC, the following registry entries are provided:  
HKLM\SOFTWARE\Computer Telephony Solutions\NetPhone\install_path  
(C:\Program Files\Toshiba\NetPhone)  
HKLM\SOFTWARE\Computer Telephony Solutions\NetPhone\exe_path  
(C:\Program Files\Toshiba\NetPhone\netphone.exe)  
Companion Applications Suite  
The Net Phone has a powerful “open architecture” capability that allows companion  
applications to be installed to extend the features and functions of Net Phone. These  
companion applications inherit the look-and-feel of Net Phone so they act as if the are  
“part of the Net Phone”.  
Many companion applications have already been developed including: “Call History”,  
“Extension Directory”, “Personal Directory”, “Extra Buttons” and an “Integrated Web  
Window”. Plus more companion applications will be provided in the future.  
When a companion application is installed, one or more additional Options Buttons  
will appear at the bottom of the main Net Phone screen. These buttons provide the  
access to the companion application for the user. The companion applications rollout  
from and dock to the bottom of the main Net Phone screens.  
Configuration  
The appearance and configuration of these buttons is setup and controlled by registry  
entries. Please contact Technical Support for details before adding an application not  
specified in the Installation File.  
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Open Architecture Interfaces  
Open Architecture Links  
Open Architecture Links  
DDE Command Interface  
The TOSHIBA Net Phone provides a DDE interface so that other programs can be  
setup to send commands to dial, answer, and hang-up calls plus other capabilities.  
This is quite useful, for example, when using a PIM or contact manager program like  
Commence or DayTimer Organizer (or any program that supports DDE dialing) to  
look up and dial a phone number.  
This DDE interface requires the following:  
Application Name:  
Topic:  
AGNTPLUS  
SYSTEM  
DDE Execute String:  
<Command> See below for available commands.  
Call Control Commands  
Dial Call  
To dial an extension or outside phone number  
1) DIAL, "Phone Number", "Name", "Account"  
2) [DIAL, "Phone Number", "Name", "Account"]  
3) [DialNumber ("Phone Number", "Outside Number", "name",  
"account")]  
Formats:  
Phone Number = number to be dialed  
Where:  
Name = Name of person (for outside calls only)  
Account = account number to attach (for outside calls only)  
Answer Call  
Answer the oldest Ringing or Holding call.  
1) ANSWER  
2) [ANSWER]  
3) [AnswerCall (" ")]  
Formats:  
4) ANSWERCALL,<CallID>  
Answer a specific call.  
Where:  
Hang Up  
Hangup on a call.  
1) DropCall  
2) [DropCall ( )]  
Formats:  
Where:  
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Open Architecture Interfaces  
Open Architecture Links  
Divert Call  
Send a ringing call to another destination.  
DIVERT, "CallID","Phone Number","Mbox"  
Format:  
CallID = PBXCall ID of call, or if “” then Longest Ringing call  
will be assumed.  
Phone Number = Inside or Outside phone number, Outside  
must have a comma – if comma is first , use Trunk Access  
Code programmed in Net Phone.  
Where:  
Mbox = Voice Mailbox extension if call is going to V-mail.  
Change or attach info to an Outside call.  
Modify Call  
Format:  
MODIFY, "CallID", "Phone Number", "Name", "Acct"  
CallID = PbxCall ID of call.  
Phone Number = Outside phone number.  
Name = Outside number’s name.  
Where:  
Acct = Account number to be attached to the call.  
DSS Call  
Dial or XFR call (depending on whether the phone is on a call)  
Formats:  
1) DSS, KEY, "Phone Number", “Name", "Acct", XfrType  
2) DSS, KEY,"Ext #", "Mbox”,"", XfrType  
Outside Calls  
Internal Calls  
Phone Number = Outside phone number.  
Name = Outside number’s name.  
Where:  
Acct = Account number to be attached to the call.  
Ext# = Extension number.  
Mbox = Voice Mailbox extension if call is going to V-mail  
XfrType = 0 -- Allow transfer to be announced (use Centrex if  
outside to outside)  
= 1 -- Do immediate (Blind) transfer  
= 2 -- Transfer to Hole (IC destinations only)  
>= 10 -- Don't transfer (Dial only)  
Hold Call  
Format:  
Where:  
Place a call on hold.  
1) HOLD  
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Open Architecture Interfaces  
Open Architecture Links  
Dial Feature  
Format:  
To dial a feature code.  
FEAT, “feature code  
Where:  
Feature code = Your PBX’s feature activation code.  
To start recording the call using either Auto Call Record or  
Tracer.  
Start Recording  
Format:  
REC_START, PBX_CallID, Ext#  
PBX_CallID = ID of call to be recorded. If left blank the  
Talking” call will be assumed..  
Ext# = Extension on call, if blank the Net Phone Ext will be  
assumed  
Where:  
Stop Recording  
To stop recording.  
Format:  
REC_STOP, PBX_CallID, Ext#  
PBX_CallID = ID of call to be recorded. If blank the existing  
Talking” call will be assumed.  
Ext# = Extension on call, if blank the Net Phone Ext will be  
assumed.  
Where:  
Add Bookmark  
Add bookmark to recording in progress.  
REC_BKMARK, PBX_CallID,BookMarkStr  
Format:  
PBX_CallID = ID of call to be bookmarked. If blank the  
existing “Talking” call is assumed.  
BookMarkStr = Tesst of bookmark. If blank the users  
extension number is used.  
Where:  
Transfer Call  
Transfer a call.  
Format:  
XFR,”CallID”,”Phone Number”,”Mbox”,XfrFlag,DNDFlag  
CallID = ID of call to be transferred. If blank the existing  
Talking” call is assumed.  
Phone Number = Inside or outside phone number, outside  
must have comma – if comma is first, use Trunk Access Code  
from Dial Plan.  
Where:  
Mbox = If CallID is blank, and Mbox is blank, Mbox = Ext  
number of Net Phone.  
XfrFlag = “1” – blind Xfr, = 2 – Xfr to Hold, else – Announced.  
DNDFlag = “Y” for DND override.  
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Open Architecture Interfaces  
Open Architecture Links  
Phone Control Commands  
Minimize Net Phone  
Sends the Net Phone window down into the tray.  
Window  
Formats:  
Where:  
1) MINIMIZE  
2) [Minimize ( )]  
Restore Net Phone  
Window  
Brings the Net Phone window back into its last position on  
the screen before being minimized.  
1) RESTORE  
Formats:  
2) [Restore ( )]  
Where:  
Dial A Feature Code  
String  
Dial a feature code string.  
Formats:  
Where:  
FEAT,”Feature Code  
Feature Code = The feature code to be dialed.  
To turn on or off DND with an optional message.  
SET_DND, DNDnum, Msg  
Set DND  
Format:  
DNDnum = 0 = DND off, 1 – 20 = Top-line of DND  
message.  
Where:  
Msg = 2nd line of DND message  
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Open Architecture Interfaces  
Open Architecture Links  
ACD Commands  
Agent Login  
Log into an ACD Group.  
ACD_LOGIN, AgentID, Pilot, ForExt, popup  
Format:  
AgentID = leave blank if not by AgentID, “*” = use last Agent ID  
used  
Pilot = ACD group extension, left blank = ALL  
Where:  
ForExt = Blank = 1st-party, Non-blank – target 3rd-party  
extension  
Popup = Non-blank – means popup Net Phone. If = “L” then also  
popup the Login/Logout screen.  
Example:  
ACD_LOGIN,,, = Log me into all my ACD groups  
Log out of an ACD Group.  
Agent Logout  
Format:  
ACD_LOGOUT, AgentID, Pilot, ForExt, popup  
AgentID = Leave blank if not by AgentID, “*” = use last Agent ID  
used  
Pilot = ACD group extension, left blank = ALL  
Where:  
ForExt = Blank = 1st-party, Non-blank – target 3rd-party  
extension  
Popup = Non-blank – means popup Net Phone. If = “L” then also  
popup the Login/Logout screen.  
Set Wrapup  
End or set a wrapup time.  
Format:  
ACD_WRAPUP, AgentID, TimeSecs  
AgentID = Leave blank if not by AgentID, “*” = use last Agent ID  
used  
Where:  
TimeSecs = If blank or zero – it will “Clear Wrapup”, If non-zero it  
will set the agent state to Wrapup (WNR) for this amount of time.  
Monitor Call  
Format:  
Where:  
Monitor a call on this extension.  
MONITOR_CALL, Ext#  
Ext# = Extension of phone on a call  
As Agent Help Supervisor for this extension  
ADD_TOCALL, Ext#  
Add Me  
Format:  
Where:  
Ext# = Extension of phone on a call  
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Open Architecture Interfaces  
Open Architecture Links  
Other Commands  
Run Action  
Format:  
To run a Net Phone User Defined Action.  
DO_ACTION, ActionName  
Where:  
ActionName = Name of user-defined action to be run  
To copy information about this call into Windows Clipboard.  
CLIP_CALL, CID, FieldName, CallStatus  
Copy Info  
Format:  
CID = leave blank to use ‘CallStatus’ or Net Phone’s ‘Most  
Likely  
FieldName = Name of field to be read - “CID”, “CallerID”,  
“CallerIDNum”, “CallStatus “, “Account” are ‘standard’  
fields, but any ‘extra-info’ field can also be read.  
Where:  
CallStatus = Only used if CID blank, find first call matching  
these types "T"alking, "R"inging, "H"olding, or "C"learing.  
Note: If no calls match, it will put a Null on the clipboard.  
CLIP_CALL, , CID, “T” = Return the Call ID of the first  
“T”alking call.  
Example:  
Set Info  
Set information value on a call.  
Format:  
SET_INFO, CID, FieldName, “FieldValue”, CallStatus  
CID = Net Phone’s Call ID for the desired call. This could  
be provided using the %I variable. Or leave blank (“ “) if  
you want to use CallStatus or Net Phone’s most likely call.  
FieldName = Name of the field to be set – “CallerID”,  
“CallerIDNum”, “Account” are standard fields, but any  
“extra-info” field can also be set.  
Where:  
FieldValue = The Info string that is to be attached.  
CallStatus = Only used if CID is blank. Find first call  
matching these types “T”a.lking, “R”inging, “H”olding,  
“C”learing. However, this this field is also blank, Net Phone  
will use the mostly likely call.  
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Open Architecture Interfaces  
Open Architecture Links  
System Command  
Execute a system/PBX command.  
Format:  
SYSTEMCMD, Command String  
Command String = Command string and parameters to be  
performed. See PBX/System commands in User-Defined  
Actions of the Net Phone User’s Guide.  
Where:  
Outlook Calendar sends an indication whenever the  
appointment status is changed. Typically, these will occur  
when an appointment starts and again when it ends. This  
command could also be used by other applications to send  
information to Net Phone. Use the %OC token in a User-  
defined Action to access the information.  
Calendar  
Appointment  
CALSTATUS,BusyStatus,Start,End,|Subject|,Importance,|L  
ocation|,RemindBefore  
Format:  
Where:  
BusyStatus = 0 (Free), 2 (Busy), 3 (Out of Office)  
Importance = 0 (Low), 1 (Normal), 2 (High)  
CALSTATUS,2,8/18/2005 4:12:00 PM,8/18/2005 4:42:00  
PM,|Staff Meeting|,1,|Tempe|,15  
Example:  
Outlook Calendar sends an indication relating to the  
reminder of an appointment. This command could also be  
used by other applications to send information to Net  
Phone. Use the %OR token in a User-defined Action to  
access the information.  
Calendar Reminder  
CALREMIND,BusyStatus,Start,End,|Subject|,Importance,|L  
ocation|,RemindBefore  
Format:  
Where:  
BusyStatus = 0 (Free), 2 (Busy), 3 (Out of Office)  
Importance = 0 (Low), 1 (Normal), 2 (High)  
CALREMIND,1,8/19/2005 10:25:00 AM,8/19/2005  
10:30:00 AM,|Meeting|,1,|Home|,5  
Example:  
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Open Architecture Interfaces  
Command File Interface  
Command File Interface  
Net Phone also supports all of the above commands through a 'command file' interface  
so that programs that don't have DDE capabilities can send commands if they can  
simply create and write to a TXT file. The Net Phone monitors its "\REQ"  
subdirectory for command request files to appear with the filename <fname>.REQ or  
an <fname>.RER. It will then open the file and read one line for a command (in the  
format above), attempt to execute the command, and then delete the command file.  
For example, if you create a file called "MY_CMD.REQ" (in the "\REQ"  
subdirectory) that contains one line containing the text string: DIAL, "496-9040”, Net  
Phone will detect this file and execute this command, dialing the phone number "496-  
9040".  
OLE / COM Interface  
The TOSHIBA Net Phone also supports many of the above commands plus some  
additional commands through an "OLE interface" so programs that support OLE can  
call methods directly.  
In VBA script, the script code would look similar to the following example to  
"Answer" a call.  
Dim ApNet As Object  
Dim Suc As Integer  
Set ApNet = New AgntPlus.cPhone  
Suc% = ApNet.Answer( )  
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Open Architecture Interfaces  
OLE / COM Interface  
Call Control Commands  
Answer Call  
Answer the first ringing or holding call.  
Answer ( )  
Format:  
AnswerCallID (PBX_CallID) Answers a specific call, ringing or  
holding.  
Where:  
Dial Call  
Format:  
PBX_CallID = PBX CallID as represented in ‘&B’.  
To dial an extension or outside phone number.  
Dial (Num, Name, Account)  
Num = number to be dialed  
Where:  
Name = Name of person (for outside calls only)  
Account = account number to attach (for outside calls only)  
Hold Call  
Format:  
Where:  
To place a call on hold.  
Hold ( )  
Hang Up  
Format:  
Where:  
Hangup on a call.  
Hangup ( )  
Divert Call  
Format:  
Move a ringing call to another destination.  
Divert (ID, Num, Mbox)  
ID = “ ” then longest ringing call will be assumed  
Num = Inside or outside phone number, outside must have  
comma – if comma is first, use Trunk Access Code  
programmed in Dial Plan.  
Where:  
Mbox = If ID is blank, and Mbox is Blank, Mbox = Ext number of  
Net Phone  
Transfer Call  
Transfers a call to a specific destination.  
Format:  
Transfer (CID, Num, Mbox, XfrFlag, DNDoverride)  
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Open Architecture Interfaces  
OLE / COM Interface  
CID = Net Phone’s Call ID for the desired call (i.e. this could  
have been provided to the app using an event from Net Phone  
with %I variable). Or leave blank (“ ”) if want to use the call on  
which you are presently “Talking”.  
Num = Inside or outside phone number, outside number msut  
have a comma – if comma is first, use Trunk Access Code from  
the Dial Plan.  
Where:  
Mbox = Mailbox number to receive the call if “Num” is V-mail  
number.  
XfrFlag = 1= Blind Xfr, 2 = Xfr to Hold, else - Announced  
DNDoverride = "Y" for DND override (if available)  
Transfer (“” , 2502, 1010, “”, “”) = Transfer call to V-mail  
extension into V-mailbox “1010”.  
Example:  
To start recording the call using either Auto Call Record or  
Tracer.  
Start Recording  
Format:  
RecordStart (PBX_CallID, Ext#)  
PBX_CallID = ID of call to be recorded  
Where:  
Ext# = Extension on call, if blank the Net Phone Ext will be  
assumed  
Stop Recording  
To stop recording.  
Format:  
RecordStop (PBX_CallID, Ext#)  
PBX_CallID = ID of call to be recorded  
Where:  
Ext# = Extension on call, if blank the Net Phone Ext will be  
assumed.  
Record a  
Bookmark  
Add a bookmark to the recording in progress.  
RecordBkMark (PBX_CallID, BookMarkStr)  
Format:  
PBX_CallID = ID of call to be bookmarked. If blank the  
existing “Talking” call will be assumed.  
Where:  
BookMarkStr = Text of bookmark. If blank the user’s extension  
number will be used.  
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Open Architecture Interfaces  
OLE / COM Interface  
Phone Control Commands  
Sends the Net Phone window down into the tray or brings  
it back to its normal view on the screen.  
Set Phone View  
Formats:  
Where:  
SetPhoneView (ViewType)  
ViewType = 0 = Normal , 1 = Minimized  
Dial a feature code string.  
Dial Feature Code  
Formats:  
DialFeature (FeatStr)  
Where:  
FeatStr = Feature code of the PBX.  
To turn on or off DND with an optional message.  
SetDND (DNDNum, Line2)  
Set DND  
Format:  
DNDnum = 0 = DND off, 1 – 20 = Top-line of DND  
message.  
Where:  
Line2 = 2nd line of DND message.  
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Open Architecture Interfaces  
OLE / COM Interface  
ACD Agent Commands  
Agent Login  
Log into an ACD Group.  
Format:  
ACD_LogIn (AgentID, PilotExt, PhoneExt, PopUp)  
AgentID = Leave blank if not by AgentID, “*” = use last  
Agent ID used  
PilotExt = ACD group extension, left blank = ALL  
Where:  
PhoneExt = Blank = 1st-party, Non-blank – target 3rd-  
party extension  
PopUp = Non-blank – means popup Net Phone  
Agent Logout  
Log out of an ACD Group.  
Format:  
ACD_LogOut (AgentID, PilotExt, PhoneExt, PopUp)  
AgentID = Leave blank if not by AgentID, “*” = use last  
Agent ID used  
PilotExt = ACD group extension, left blank = ALL  
Where:  
PhoneExt = Blank = 1st-party, Non-blank – target 3rd-  
party extension  
PopUp = Non-blank – means popup Net Phone  
Monitor a call on this extension.  
MonitorCall (Ext#)  
Monitor Call  
Format:  
Where:  
Ext# = Extension of phone on a call  
As Agent Help Supervisor for this extension.  
AddMeToCall (Ext#)  
Add Me  
Format:  
Where:  
Ext# = Extension of phone on a call.  
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Open Architecture Interfaces  
OLE / COM Interface  
Other Commands  
Perform Action  
To run a Net Phone User Defined Action.  
Format:  
PerformAction (ActName, ActType, ActParm )  
ActName – Can be the label on a key.  
ActType – Number of action: 1 = dial feature, 2=dial number;  
3=OAI command; 5=User-Defined action, 7=Pop URL;  
8=Run Pgm  
Where:  
ActParam -- Parameter for the selected action (i.e.  
“4969060” for phone number).  
Run Action  
Format:  
To run a Net Phone User-Defined Action.  
PerformUserAction (ActionName)  
ActionName = Name of User-Defined action to be run  
Retrieve a file from Server.  
Where:  
Get File  
Format:  
GetFile (FromPath, ToPath)  
FromPath = Complete path name of file to retrieve.  
ToPath = Complete path name folder to place file.  
Where:  
This can be used to read a number of different values of  
information. Returns a string value.  
Get Info  
Format:  
GetInfo (FieldName)  
FieldName = Value to be read back including:  
AGENTID – present setting of the last used AgentID  
EXEPATH – path to where the NetPhone is running  
DND – setting of DND feature (“ ” = off)  
Where:  
FWD – setting of FWD feature (“ ” = off)  
EXTNAME – PBX username associated with NetPhone  
PDN – Primary Directory Number for NetPhone  
“ ” – Return PBX Extension Number for NetPhone  
Returns a sting value containing the value of the field  
designated.  
Get Call Info  
Format:  
GetCallInfoField (CID, FieldName, CallTypes)  
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Open Architecture Interfaces  
OLE / COM Interface  
CallID = Leave blank if want to use ‘CallTypes  
FieldName = Name of field to be read -- “CID”, “CallerID”,  
“CallerIDNum”, “CallStatus “, “Account” are ‘standard’ fields,  
but any ‘extra-info’ field can also be read.  
Where:  
CallTypes – Only used if CID blank, Find first call matching  
these types "T"alking, "R"inging, "H"olding, "C"learing.  
Note: If no calls match, a Null string will be returned.  
GetCallInfoField (“ ” , Account, “R”) = Return the Account  
number of the first “R”inging call  
Example:  
Copy Info about call into Windows Clipboard – Copies a  
string value containing the value of the designated field into  
the clipboard.  
Copy Info  
Format:  
ClipCallInfoField (CID, FieldName, CallTypes)  
CID = leave blank if you want to use “CallTypes” or Net  
Phone’s most likely call.  
FieldName = Name of field to be read – “CID”, “CallerID”,  
“CallerIDNum”, “CallStatus”, “Account” are standard fields,  
but any extra-info field can also be read.  
Where:  
CallTypes = Only used if CID is blank. Finds first call  
matching these types – “Talking”, “R”inging, “H”olding,  
“C”learing. If no call matches, it will place a NULL on the  
clipboard.  
Get Feature List  
Returns bit list (long integer) of enabled features as follows:  
GetFeatBitList ( )  
Format:  
SHOWRECORD = &H1& -- allowed to show “Recording-in-  
progress” indication  
STARTRECORD = &H2& -- allowed to manually start a  
Recording  
STOPRECORD = &H4& -- allowed to manually stop a  
Recording  
Where:  
ACDENABLED = &H8& -- allowed to access ACD features  
(login, logout)  
ACDLOGIN3RD = &H10& -- allowed to access ACD features  
for 3rd parties (that is other phones).  
Note: The ACDENABLED bit must also be set.  
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Open Architecture Interfaces  
OLE / COM Interface  
Set Info Field  
Set information field on a call.  
Format:  
SetCallInfoField (CID, FieldName, FieldValue, CallStatus)  
CID = Net Phone’s Call ID for the desired call (i.e. this could  
have been provided to the app using an event from Net  
Phone with %I variable). Or leave blank (“ ”) if you want to  
use CallStatus or Net Phone’s most likely call.  
FieldName = Name of field to be Set -- “CallerID”,  
“CallerIDNum”, “Account” are ‘standard’ fields, but any  
‘extra-info’ field can also be set.  
Where:  
FieldValue = The Info string that should be attached.  
CallStatus = Only used if CID blank, Find first call matching  
these types "T"alking, "R"inging, "H"olding, "C"learing. If no  
calls match this request, a NULL string is set.  
SetCallInfoField (“” , “Notes”, “Testing”,“T”) = Set the Notes  
field to “Testing” on the call in which I am “T”alkingl.  
Example:  
OutLook Lookup  
Format:  
Lookup phone number in Microsoft Outlook.  
Outlook_LookUp (CID, SearchType, SearchFor, NoMatch,  
ExactMatch, MultiMatch)  
CID = Net Phone’s Call ID for the desired call (i.e. this could  
have been provided to the app using an event from Net  
Phone with %I variable). Or leave blank (“ ”)  
SearchType = “P” for phone number  
Where:  
SearchFor = Phone number string  
NoMatch = What to do if no matches found  
ExactMatch = What to do if Exact (single) match is found  
MultiMatch = What to do if multiple matches are found  
Example:  
Outlook_LookUp ("", "P", “4804969040”, "U", "C", "U")  
Perform a PBX/System command.  
System Command  
Format:  
PerformSystemCommand (CommandStr)  
CommandStr = Command and parameters to perform. See  
Net Phone User Guide’s User-Defined Actions for details of  
commands available.  
Where:  
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Send Chat  
Send a Chat message using TOSHIBA chat client.  
Format:  
SendChat (sExt, sName, sMsgType, sMsg, sSendOption)  
sExt = The Extension number of the person to chat with. If  
you leave this blank, the main Chat window will pop up and  
allow you to manually select the person  
sName = (don’t need to supply if sExt is provided) – The  
name of the person to chat with. If you leave this blank, the  
main Chat window will pop up and allow you to manually  
select the person  
Where:  
sMsgType = Future feature – leave blank for now  
sMsg = Message to be sent  
sSendOption = "I" - Immediate Message -- send message  
immediately or "C" (or blank) -- Canned message -- type  
message into user buffer but wait for user to press SEND  
Example:  
SendChat (“1001”, “”, “”, “Help! I have an abusive call”, “I”)  
General (or DDE) Command – this can be used to execute  
General Command any of the DDE commands described earlier in this  
document.  
Format:  
Where:  
GenCmd (CommandStr)  
CommandStr = Command and parameters to perform.  
GenCmd (“ACD_WRAPUP,,30”) = Set Agent state to  
Wrapup for the next 30 seconds.  
Example:  
Note: This command is a low-level command that will allow  
specialty applications to operate.  
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Trouble Shooting  
A
Installation Problems  
Cause(s):  
Solution(s):  
TAPI Service Provider Not Matched  
Ensure the TOSHIBA Net Server TSP is  
installed and appears in the Telephony  
section of Control Panel.  
Net Phone searches the installed list of  
TAPI Service Providers for any entry  
containing the words “Net Server” The  
error appears when Net Phone is  
unable to match the specified text to  
any TAPI Service Provider.  
Ensure the TAPI Service Provider entry in  
Net Phone Setup | Preferences | Main  
contains a valid TSP name.  
Re-install Net Phone with the latest version  
available to your maintenance plan from  
Toshiba FYI.  
Net Phone Cannot be Installed over the Network  
Check the permissions for the remote user  
and ensure they have Read and Execute  
on the setup file.  
Network permissions may prevent  
users from executing files, or the setup  
file may not be available on a network  
share.  
Make sure the setup file is available in a  
folder or device shared to the network.  
Contact the local Network Administrator for  
additional assistance.  
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Trouble Shooting  
TAPI Service Provider Problems  
TAPI Service Provider Problems  
Cause(s):  
Solution(s):  
Couldn't Resolve Hostname  
Check the spelling of the hostname.  
Ping the Net Server by name. If this  
fails, try pinging by IP address.  
The hostname in the configuration dialog is  
misspelled or does not exist. DNS name  
resolution may be configured incorrectly.  
If the ping by name fails but the ping  
by address works, contact the  
Network Administrator to resolve the  
DNS problem. Or, use the IP address  
instead of the hostname.  
Connection Failed to Host  
Make sure Net Server is running on  
the target PC. If connecting through  
a firewall, ensure TCP port 8767 is  
open for two-way communication.  
Net Phone contacted the PC listed in  
hostname, but there was no response from  
Net Server.  
Invalid Access Password  
Check the Client Password in Net  
Server Admin. This feature prevents  
malicious users from assuming  
control of other keysets without  
permission.  
The extension is already listed in Net Server  
Admin with another password.  
TAPI Service Provider Not Operational  
Check the date on  
\Windows\System\TAPISRV.EXE – if  
Windows 98 SE supported the Windows  
Automatic Update feature. In some cases, it is 5/99, it is incompatible with the  
Windows Update installed a new version of Net Phone TSP. Current versions of  
the TAPI Server on the PC. This updated  
version was incompatible with the Net  
Phone TSP.  
Net Phone Setup automatically install  
the correct version. Microsoft  
Windows Update now also installs a  
newer, compatible version.  
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Trouble Shooting  
TAPI Service Provider Problems  
Cause(s):  
Solution(s):  
Software Key Feature Points Unavailable  
Attach the hardware key to the Net  
Server PC parallel port and click Re-  
Read Copy Key on Net Server  
Copykey tab.  
The copykey is not installed on Net Server  
PC.  
View the number of points available  
on the key using the Copykey service  
entry on the Net Server Services tab.  
DFES determines the number of Net  
Phones allowed. Net Phone requires  
22 DFES units per copy. Other  
The copykey does not contain Net Phone  
applications may also use DFES  
licenses, or all available Net Phone licenses units, such as DSS and Chat. If other  
are currently in use.  
users are running copies of these  
programs without permission, those  
applications may be using feature  
units intended for Net Phone users.  
You may need to add additional  
points to the key by purchasing  
additional software licenses.  
Service Unavailable  
Net Phone connected to Net Server, but  
Check Net Server and Level 2 OAI.  
Level 2 OAI Service has not yet logged into Make sure Level 2 OAI is  
Net Server. OAI connection may be down. communicating with the PBX.  
Extension Already Exists  
Problem occurs because Net Phone is  
attempting to connect with an extension  
Install Net Server Administrator, and  
number that already exists in the db. Name  
either remove the Client Extension  
and Password must match exactly for this to  
record, or copy the name and  
work. This feature prevents people from  
password to the PC client(s).  
using Net Phone to take over other phones  
(intentionally or accidentally.)  
Could Not Add New Client to Database  
Change the username, or delete the  
The username is already listed in the Net  
existing user from Net Server  
Server Database with another extension.  
Administrator.  
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Trouble Shooting  
Configuration Problems  
Configuration Problems  
Cause(s):  
Solution(s):  
Net Phone is Running in Demo Mode  
Verify NetServer is operational and Net  
Phone is pointing to the server’s name or  
IP address.  
May not be connecting to NetServer.  
Check the available feature points on Net  
May not have enough feature points to Server. Make sure there are sufficient  
run Net Phone.  
licenses available for the number of  
active copies of Net Phone.  
Copy Key Upgrader didn’t add all of the  
feature points. Check that you are using  
If you received a feature point upgrade, the latest version of Net Server. You can  
the Copy Key Upgrader may not have  
accepted the enabler code.  
also download a Copy Key patch file for  
Net Server 3.1.128 or lower. Apply the  
patch or install a current Net Server.  
Then re-apply the enabler code.  
Net Phone Buttons are Transparent  
NetServer could be down.  
Verify that NetServer is operational.  
You may have the wrong IP address  
selected for the Net Server.  
Verify the server name/IP address in Net  
Phone.  
Reinstall a current version of Net Phone.  
One can be downloaded from http://  
support.Toshiba.com.  
Some early versions of Net Phone did  
not install properly.  
Try a different color depth (256 colors,  
true color).  
The color settings may be incorrect.  
The screen resolution may be  
interfering with Net Phone.  
Try a different screen resolution  
(640x480, 800x600, 1024x768).  
The video driver may not work with Net Get the model number of the video board.  
Phone. Check for more current drivers.  
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Cause(s):  
Solution(s):  
Net Phone is Dialing an Area Code for Local Calls  
Go to Setup | Preferences | Main and  
The local Dial Plan Rules are configured check the local Dial Plan settings. Make  
incorrectly.  
sure "Dial Area Code on all Local Calls" is  
not checked.  
Go to Setup | Preferences | Main and  
Check Plan next to "Use SERVER Dial  
Plan." Test local numbers using the  
Tester. If the numbers are formatted  
incorrectly, modify the Dial Plan Server  
settings on the TOSHIBA PC.  
The Server Dial Plan Rules are  
configured incorrectly.  
None of the Buttons on Net Phone Work  
3rd party call control and System Level  
Events must be turned on in the PBX  
programming.  
3rd party call control and/or system level  
events may not be enabled.  
Net Phone Drops into the System Tray and Will Not Run.  
Check the hostname: Open Control  
Panel/Telephony and select the  
You may have the wrong hostname for  
the NetServer.  
telephony drivers tab. There, select the  
TOSHIBA Net Server TAPI Service  
Provider press the Configure button.  
Undetermined problem with hostname  
resolution.  
This problem may be resolved by using  
the IP Address instead of the hostname.  
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Trouble Shooting  
Third Party Out Dialing/Screen Pop Problems  
Third Party Out Dialing/Screen Pop  
Problems  
Cause(s):  
Solution(s):  
GoldMine is Not Dialing Out on Net Phone  
Use Net Phone 3.2 or higher.  
Some early versions of Net Phone could  
not properly control Goldmine or other 3rd  
Party TAPI applications.  
Re-install Net Phone with the latest  
version available to your maintenance  
plan from Toshiba FYI.  
Net Phone Hangs Up when Clicking Anywhere in Goldmine  
The Goldmine TAPI subsystem does not  
respond properly after initiating a TAPI dial. Install TAPI Link and configure  
Clicking anywhere in Goldmine sends a  
Goldmine to use it instead of the Net  
TAPI disconnect to Net Phone, causing Net Phone TSP.  
Phone to hang up the call.  
TAPI Outdial is Not Working with Goldmine on Win2000  
Review the Goldmine Application Note  
for details on allowing PC users to  
interact with the Telephony service.  
The TAPI Service may not allow users to  
access the service.  
Net Phone Will Not Screen Pop Outlook  
Outlook Link is not installed.  
Net Phone requires Outlook Link to  
work with Outlook.  
Download and install the latest Outlook  
Link from Toshiba FYI or re-install Net  
Phone choosing Microsoft Outlook on  
the screen asking to select an  
integration option (Step 7 of the  
Installation instructions).  
Note: Outlook cannot be running when  
you install Outlook Link.  
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Trouble Shooting  
Miscellaneous Problems  
Miscellaneous Problems  
Cause(s):  
Solution(s):  
Call History File is getting too big  
Call History is logged to a file, by default,  
the calllog.txt file in the User’s Local  
Settings folder. When the calllog.txt file  
The Call History feature logs all calls to exceeds the limit defined in the  
a text file.  
Agnt_Ph.INI configuration file (default size  
is 1 Mbyte), the calllog.txt file is renamed  
calllog.prv and a new calllog.txt will  
automatically be started.  
Net Phone Hangs Up After Dialing an Outgoing Call  
Review the PCH Rules for any that might  
attempt a Transfer or Disconnect when a  
Personal Call Handler may have a rule call is answered. Also look for any rules  
configured incorrectly.  
that might execute a Transfer or  
disconnect while the phone is active on  
another call and a new call arrives.  
Net Phone Error using btn32x10.ocx  
Install Internet Explorer 5.0, or re-install  
Net Phone with the latest version available  
to your maintenance plan from http://  
support.Toshiba.com  
IE 5 may not be installed. Net Phone  
requires IE 5.  
Make sure msvcrt40.dll and mfc40.dll are  
present in <Windows root>\system or  
\winnt\system32. Run "regsvr32  
<systemroot>\<system32>\btn32x10.ocx"  
from a DOS prompt.  
DLL's may be missing or the .ocx file  
may not have been registered on  
install.  
Net Phone Message Light blinks, "No Message to Retrieve" when clicked  
System OAI does not provide complete  
information on message indicators.  
Net Phone must track message status Restart Net Phone.  
internally, and sometimes loses sync  
with the actual message count.  
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