Telecommunication Systems Division
Digital Business Telephone Systems
CTX Attendant Console
User Guide
September 2002
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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 TELECOMMUNICATION SYSTEM 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 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, 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; 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.
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
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a willful infringement of copyright.
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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.
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DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD
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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,
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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.
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9. United States Government Restricted Rights. The Software is provided with Restricted Rights. Use, duplication, or disclosure by the United States Government, its agencies and/or instrumentalities is
subject to restrictions as set forth in subparagraph (c)(1)(ii) of The Rights in Technical Data and Computer Software Clause at DFARS 252.227-7013 (October 1988) or subparagraphs (c)(1) and (2) of the
Commercial Computer Software - Restricted Rights at 48 CFR 52.227-19, as applicable.
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.
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
Irvine, California 92618-1697
United States of America
TSD 081601
5932
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division
Limited Warranty
Toshiba America Information Systems, Inc., (“TAIS”) warrants that:
•
The CTX Attendant Console equipment, such as the PC (except for fuses, lamps, and other consumables) will, upon delivery
by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and
workmanship for twelve (12) months after delivery.
•
And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or
an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for
twenty-four (24) months after delivery.
This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is
modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse,
neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS
dealer, (e) if the equipment’s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in
assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.
The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the
equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the
malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such
parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to
be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than
thirty (30) days after such malfunction, whichever first occurs.
Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect,
consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be
entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.
To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of
TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction,
whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time
results in the customer being not entitled to warranty service.
THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR
TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES,
EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.
No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or
extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems
Division.
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Contents
Numeric Keypad...............................................................................................................3
Special Function Keys......................................................................................................4
Toolbars............................................................................................................................7
Login....................................................................................................................................9
Answering a Call (Incoming Call).....................................................................................10
Directory Dialing............................................................................................................16
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Contents
Chapter 3 – User Directory
Conference Calls................................................................................................................19
Switching Between Source and Destination Parties.......................................................20
Feature Keys Tab............................................................................................................41
Admin Tab......................................................................................................................44
Appendix – Call List ........................................................................................................49
Index ......................................................................................................................................51
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Introduction
This guide is designed to provide instructions for the Strata CTX Attendant Console
connected to Toshiba’s Strata CTX system. It provides step-by-step instructions on
how to use the features and buttons of the Attendant screens.
This user guide is divided as follows:
•
•
•
•
Chapter 1 – The Grand Tour includes information on the CTX Attendant
Console keyboard, the Main Menu, Toolbar, and other features for the Console.
Chapter 2 – Call Processing explains how to perform the most commonly-used
features, including answering, calling, and transferring calls.
Chapter 3 – User Directory explains how the Attendant can view and make
changes to the user directory that lists employees and groups.
Chapter 4 – Control Panel provides descriptions and instructions for making
console settings. These settings include the console Night Transfer Mode, Setting
System Date and Time, Call Forwarding, Call Overflow and other settings
affecting how calls are handled during or after your shift.
•
•
Chapter 5 – Administration describes various administrative features which
affect the console’s capabilities.
Appendix – Call List describes call status terms and reasons that appear in the
Call List view.
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Introduction
Conventions
Conventions
Conventions
Description
Elaborates specific items or references other information.
Within some tables, general notes apply to the entire table and
numbered notes apply to specific items.
Note
Important!
Calls attention to important instructions or information.
Press to answer a call to the Extension Number. Each station
can have multiple extension buttons. Incoming calls ring the
extension button(s) from the top down. For example, station
10’s extensions ring 10-1 first, then 10-2, 10-3, and 10-4. A
station is considered busy when all extensions are being used.
Extension Number
Note
The naming convention for DKT assignments within
Toshiba is Directory Numbers. For clarity and ease of
understanding, the terms Extension Number and
Phantom Extension Number will be used in this
document in lieu of PDN and PhDN.
$ULDOꢀ%ROG
Represents keys on the keyboard.
shows a multiple PC keyboard or telephone button entry.
Entries without spaces between them show a simultaneous
entry.
+
Example: Delete+Enter.
Entries with spaces between them show a sequential entry.
Example: ꢁ + ꢂ.
Tilde (~)
Means “through.” Example: 350~640 Hz frequency range.
Denotes the step in a one-step procedure.
Denotes a procedure.
➤
➤
Start > Settings > Printers Denotes a progression of buttons and/or menu options on the
screen you should select.
iv
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Introduction
Related Documents/Media
Conventions
Description
Grey words within the printed text denote cross-references. In
the electronic version of this document (Library CD-ROM or
FYI Internet download), cross-references appear in blue
hypertext.
See Figure 10
Related Documents/Media
Note Some documents listed here may appear in different versions on the
CD-ROM or in print. To find the most current version, check the version/date in
the Publication Information on the back of the document’s title page.
Refer to the following for more information:
•
•
•
Strata CTX Attendant Console Quick Reference Guide
Strata CTX Attendant Console Installation Manual
Strata CTX WinAdmin Application Software and Documentation Library on
CD-ROM
Strata CTX documentation and enables you to view, print and download current
publications.
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Introduction
Related Documents/Media
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The Grand Tour
1
This chapter describes the Strata CTX Attendant Console, menu options and
keyboard. It provides general instructions for PC keyboard operations and for
navigating through the screens and dialog boxes.
The PC for the console is designed to handle all call activity within a single screen. All
calls appear in a single list. The CTX Attendant Console enables an Attendant to
manage console settings, maintain a user directory, and make administrative changes.
Calls are marked with icons to show the current status.
To make call handling as simple as possible, only the applicable features (tools) are
offered on-screen.
Note You may not have all of the features in this book. See your System
Administrator to find out which features are available on your console.
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The Grand Tour
®
®
The Strata CTX Attendant Console is provided on a PC with Microsoft Windows
2000 operating systems. It connects to the Strata CTX processor via the LAN as a
Customer Supported Telephony Application (CSTA). It also connects to a digital
station port for the speech path. The console consists of the following items:
•
•
•
Pre-installed CTX Attendant Console software application
Keyboard
•
Mouse
The following customer-supplied items are needed:
•
•
Color VGA monitor (600x800 pixels) or better
Attendant Console Interface Unit (BATI), which connects to the BDKU or PDKU
station interface on the Strata CTX. Also, a handset and cradle (BATHC). A
headset can be optionally ordered
...or
a DKT3001 can be used as the station interface. If a headset is used, it connects to
the BHEU installed in the DKT3001. See “Important!” on page 9.
The Strata CTX670 system supports up to four, and the CTX100 supports up to two
Attendant Consoles. Multiple consoles automatically share the incoming call load on a
call-by-call rotation basis. Features such as Overflow, Position Busy, and Interposition
Call Transfer add to the efficiency of single or multiple console applications.
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The Grand Tour
Attendant Keys
Attendant Keys
Numeric Keypad
Hold/
Retrieve
#
Num
Lock
—
/
Some keys have multiple
functions.
PRS
TUV
JKL
ABC
WXY
7
Home
8
5
2
9
Pg Up
For example, press this
key to Answer a call.
Answer
Transfer
(Blind)
Then, you can press this
key to Blind Transfer the
call.
GHI
MNO
4
6
+
DEF
1
3
Release
End
Pg Dn
Transfer
(Supv.)
Transfer
to VM
0
Enter
Del
Ins
6204
PC KEY
Minus (–)
ATTENDANT KEY
DESCRIPTION
+ROGꢃ5HWULHYH
Hold or Retrieve a call
$QVZHU
Plus (+)
Answer or Blind Transfer.
7UDQVIHUꢀꢄ%OLQGꢅ
5HOHDVH
Enter
Del
Release or Supervised Transfer.
Voice Mail Transfer.
7UDQVIHUꢀꢄ6XSYꢆꢅ
7UDQVIHUꢀWRꢀ90
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The Grand Tour
Attendant Keys
Special Function Keys
Next
Tab
Dial
Insert
Home
Pg Up
Join/
Split
Source
Del
Dest
End
Pg Dn
6205
PC KEY
INSERT
ATTENDANT KEY
DESCRIPTION
Brings up the dial menu (you can then use the arrow
keys to select a dialing option).
'LDO
Navigation tool that starts with the Call List View, then
moves from tab to tab. (See “Tabs” in the Call Monitor
Pg Up
1H[Wꢀ7DE
Del
6RXUFH
-RLQꢃ6SOLW
'HVW
Connects to the source party.
Joins calls in a conference call; splits three-way
conference.
End
Pg Dn
Connects to the destination party.
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The Grand Tour
Attendant Keys
Function and Volume Keys
Help
F1
Vol Dn
F12
Vol Up
F11
6310
PC KEY
ATTENDANT KEY
DESCRIPTION
F1
+HOS
Displays the help topic.
F11
F12
Increases the handset or the ringer volume.
Decreases the handset or the ringer volume.
9ROꢀ8S
9ROꢀ'Q
Note If you place all the key stickers on your keyboard, you will have some leftover
stickers. These are for frequently used features that you can program onto keys
)ꢇ~)ꢈꢉ, such as Page, Call Pickup, Park, Park Page, and Door Unlock. See
Up
Left
Right
6334
Down
ARROW KEYS
DESCRIPTION
8S
Navigates upward to different entries.
Navigates downward to different entries.
Navigates to the left.
'RZQ
/HIW
5LJKW
Navigates to the right.
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The Grand Tour
Views and Controls
Views and Controls
The View Pane contains icons for Call Monitor, User Directory, Control Panel, and
Administration views. Clicking an icon activates the corresponding work area view.
Call Monitor View
This view is used for controlling calls. It lists all current calls and has a toolbar for
easy call control. The bottom portion of the screen has tabs for changing the lower
window to items important to the Attendant. (See the window shown below).
Menu Bar
Toolbar Icons
Info Bar
Call List
Call Status
icons
Call Attributes
(See Appendix
for definitions)
View
Pane
Tabs
6125
Status Bar
6
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The Grand Tour
Views and Controls
Menu Bar
The menu bar for the CTX Attendant consists of the Console, Call, Directory,
Statistics, Messages, View, and Help menus.
Toolbars
The toolbar contains icons for call handling (shown below). It is another option for
performing many of the keyboard or menu functions. The icon name appears when
you place your cursor over a icon.
Call Handling Toolbar Icons
Consult Transfer
Blind
Transfer
Destination
Release
Source
Voice Mail
Transfer
Hold
Answer
Dial
Join
Split
Dial drop-
down menu
6311
Optional Toolbar Icons
The call monitor toolbar may also contain the following optional icons:
Backup
Log Files
Add New
User
Set Msg
Waiting
Door
Phone
Pickup
Paging
Click arrows
for menu
options
Park
Unlock
Door
Cancel Msg
Waiting
Reconnect
Database
6312
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The Grand Tour
Views and Controls
Info Bar
The Info Bar is on the top of Call List View. The Info Bar displays the number of
incoming calls at the moment, LCD message and the last Park Orbit number.
Status Bar
This provides a quick overview of the console’s status settings on the bottom of your
screen.
Administrative
function
Call
Forward
Position
Active/
Busy
Overflow
On/Off
Time
Day, Day2,
Night Mode
Database Link
Information. Blank
means the link is
working.
6195
For more information on status definitions and changing the status, see “Status” on
8
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Call Processing
2
Many of the calling features in this chapter take advantage of the “hot” keyboard.
When you start typing the name or extension number of an individual, the Strata CTX
Attendant Console begins the dialing process or searches for a match in the directory
for the person being dialed.
Important!
•
•
If a DKT telephone is connected to the CTX Attendant Console PC, use the
keyboard for all PC operations when the console is running. (When the console
is in Position Busy, it is still running.)
When the Attendant Console software is not running, the DKT3001 telephone
can be used for regular calling. Calls intended for an Attendant when the
software is not running will follow the Alternate Destination programmed in
Strata CTX. Only calls directed to the DKT’s primary extension number will ring
the phone.
•
Also, if the handset interferes with the headset, you can unplug the handset
while using the headset.
Login
1. To login, double click on the Strata CTX Attendant Console icon
....or click on the icon in the Microsoft Windows Start menu bar
...or select Start > Programs > Strata CTX Attendant > Strata CTX Attendant
Console.
2. Select User ID.
3. Type the password (default is empty), press Enter or click OK.
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Call Processing
Answering a Call (Incoming Call)
Answering a Call (Incoming Call)
➤ To answer the highest ringing call,
Hold/
Retrieve
#
Num
Lock
press $QVZHUꢀ(+) key on the
—
/
keyboard
PRS
TUV
JKL
ABC
WXY
7
8
5
2
9
Pg Up
Answer
...or click the $QVZHU icon
Home
Transfer
(Blind)
(Blind)
...or double click on the entry.
GHI
MNO
4
6
3
+
DEF
1
Release
End
Pg Dn
Transfer
(Supv.)
(Supervised)
T
ransfer
0
to VM
Enter
Del
Ins
6204
Press the Answer key.
The highest ringing
call is answered.
6212
Once a call is answered, that call is marked with the 6RXUFHꢀ&DOO icon and
is colored green while connected to the Attendant.
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Call Processing
Releasing a Call
➤ To answer a specific call
➤ Highlight the call using the Up/Down arrows on your keyboard, then press
$QVZHU
...or double click on the call to answer.
➤ To make notes about a call
➤ Click the Prompt/Notes tab, then click in the text area with your cursor and type
notes (shown below). The notes disappear when you disconnect the call.
6428
Releasing a Call
➤ While on an active call, press 5HOHDVHꢀ(Enter) on the keyboard
...or click the 5HOHDVH icon
...or select Call > Release.
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Call Processing
Making a Call
Making a Call
➤ To dial using the Keyboard
➤ Type the number on the numeric keypad, press 5HOHDVHꢃ7UDQVIHU (Enter)ꢀon the
keyboard.
Note If the console is idle when you dial, the dial pad appears (shown below).
➤ To dial a number from an on-screen dial pad
1. Press 'LDOꢀ(Insert) key
...or click the 'LDOꢀ3DG icon down arrow, the select the
Dial Pad
...or select Call > Dial > Dial Pad. The dial pad appears
(shown right).
2. Enter the number, click 'LDO.
➤ To redial the last number
➤ Click the 'LDO icon down arrow, select one of the recently dialed
numbers at the bottom of the menu.
➤ To dial a number from Call History
1. Click the 'LDO icon down arrow, select Caller ID List
...or select Call > Dial > Caller ID List. A list of recently received calls displays.
The list shows calling numbers, the time of the calls, and whether each call was
answered or abandoned.
2. Select a number, press 'LDO.
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Call Processing
Making a Call
➤ To dial a Speed Dial Number
1. Click the 'LDO icon drop-down arrow, select Speed Dial.
...or select Call > Dial > Speed Dial.
The console’s Speed Dial numbers display.
2. Select a Speed Dial number, click OK.
Call Completion
Call Completion codes are options for when you encounter busy or Do Not Disturb
(DND), or other conditions that prevent you from completing a call. These codes
enable you to override these conditions or to use another method to reach someone.
➤ To complete a call using Call Completion Codes, enter the number on your keypad
that corresponds with the desired code described below.
Call Completion Codes
NUMERIC
KEYPAD
BUTTON
DESCRIPTION
Always set the ring mode to Tone First or override a busy/DND call.
Set the ring mode to Voice First always or override a busy/DND call.
Intrude into a busy/DND call (ExecOverride).
Set callback on a busy or ringing call.
Perform manual Off-hook Call Announce (OCA) or set the ring mode to
Voice first always or override a busy/DND call.
Set Message Waiting light on other phone.
...or
➤ Click Call > Call Completion, then select Tone/Voice, Busy Override, Executive
Override, Call Back, or Set Message Waiting/Cancel Message Waiting.
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Call Processing
Making a Call
BLF/DSS Dialing
The Busy Lamp Field/Direct Station Selection (BLF/DSS) tab provides a list of users,
their extensions, and telephone status (icons). You can make calls from this tab.
1. Press 1H[Wꢀ7DE on the keyboard to select the BLF/DSS tab.
2. Use the up or down arrows on the keyboard to select an individual.
3. Press 5HOHDVHꢃ7UDQVIHU (Enter)ꢀkeyꢀon the keyboard.
...or
1. Click the BLF/DSS tab.
2. Double click on an entry
...or select an entry, then press 5HOHDVHꢃ7UDQVIHU (Enter)ꢀon the keyboard.
Click to view
additional
BLF/DSS lists
Current
BLF/DSS
6210
Status icons indicate these calling conditions.
Station Idle
Station Idle with Advisory Message
Station Busy with Advisory Message
Station DND with Advisory Message
Station Busy
Station DND or “Not attached to the
local system”
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Call Processing
Making a Call
➤ To make a consultation transfer from the BLF/DSS tab
1. With a connected call, click on the destination party. Your console shows
“Announce” and you can announce the call.
2. Press 7UDQVIHU ((QWHU) on the keyboard to send the call to the destination party.
➤ To perform a blind transfer from the BLF/DSS tab
➤ With a connected call, double-click on the destination party. The call immediately
leaves the console and calls the destination.
3 – User Directory for more details.
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Call Processing
Making a Call
Directory Dialing
The Directory tab lists the names, extensions, status, Voice Mail (VM) box, and
additional phone numbers of everyone in the directory. The status icons are the same
as the BLF/DSS. There’s also a field for Notes (far right, not shown) on each entry.
1. Press 1H[Wꢀ7DE on the keyboard to select the Directory tab.
2. Use the up or down arrows on the keyboard to select an individual.
3. Press 5HOHDVHꢃ7UDQVIHU (Enter)ꢀkeyꢀon the keyboard.
...or
1. Click the Directory tab (shown below).
2. Double click on an entry or select an entry and press 5HOHDVHꢃ7UDQVIHU (Enter)ꢀ
on the keyboard.
6219
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Call Processing
Hold
Hold
➤ To Hold a call
➤ To put the current call on hold, press +ROGꢃ5HWULHYH
...or click on the +ROG icon. You can also select an active call in the call list, then
select Call > Hold.
➤ To retrieve a held call
➤ Highlight call to be retrieved, press +ROGꢃ5HWULHYH
...or highlight the call to be retrieved, then double-click on the call in the call list
...or highlight the call to be retrieved, select Call > Hold/Retrieve/Return.
...or click the +ROG icon again.
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Call Processing
Call Transfer
Call Transfer
Blind Transfer
Blind transfer is when you perform an immediate transfer without announcing the call
to the destination party.
➤ While on an active call, dial the destination party on the numeric keypad. Press
7UDQVIHUꢀꢄ%OLQGꢅꢀ(+) on the keyboard
...or click on the %OLQGꢀ7UDQVIHU icon
...or select Call > Transfer > Blind transfer.
Enter destination party from the number
keypad. The Directory Dial window appears
(shown right), and the matching entry is
shown in the top window.
If an exact match is not found, scroll and
select a name/number, click OK.
6220
➤ To make a Supervised Transfer call
1. While on an active call, dial the destination party on the numeric keypad, press
7UDQVIHUꢀꢄ6XSYꢆꢅꢀ(Enter) on the keyboard.
2. Announce the call (optional). The first party is put on ConsultHold, while you
announce to the second party (shown below).
3. Press 7UDQVIHUꢀꢄ6XSYꢆꢅꢀ(Enter).
➤ To set up the Supervised Transfer call, select Call > Setup Conference. Enter the
destination party, announce the call, then click OK.
When selecting the destination party from the BLF/DSS, Directory or Contact
tabs, the CTX Attendant Console automatically transfers the call if the default
transfer flag in Admin View is enabled. CTX Attendant Console performs
consultation transfer if the default transfer flag is disabled.
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Call Processing
Conference Calls
➤ To transfer a call to Voice Mail
1. While connected to a call, enter the extension number to transfer to.
2. Press
(Del) on the keyboard.
3. Press Enter or click OK
...or while connected to a call, select Call > Transfer > Voice Mail Transfer, enter
the destination extension, and press Enter.
...or
1. While connected to a call, click the
icon.
2. Enter the extension number to transfer to.
3. Press Enter or click OK.
Conference Calls
Joining and Splitting a Call
➤ With calls on source and destination, press -RLQꢃ6SOLW.
...or select Call > Join/Split. The CTX Attendant creates a three-way conference.
➤ To add another destination party to the conference with the Attendant
1. While in an conference (“conferenced” shows on-screen), dial the extension to
add, press 5HOHDVH (Enter) or click OK.
2. After the dialed party answers, press -RLQꢃ6SOLW (End). The CTX Attendant joins
the active call and the consultation call.
...or select Call > Join > Join/Split.
➤ To split a three-way conference call
➤ Press -RLQꢃ6SOLW
...or select Call > Join/Split.
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Call Processing
Message Waiting
➤ To release the last party from a conferencing call
➤ Select Call > Release Last Party.
Switching Between Source and Destination Parties
Note You can switch between Source and Destination parties when two calls are
conferenced together with the Attendant.
➤ To switch to the source party, press 6RXUFH (Delete)
...or select Call > Source.
➤ To switch to the destination party or select a destination party, select Call >
Destination
...or click on the 'HVWLQDWLRQ icon.
Message Waiting
If you call a busy telephone, you can set a Message Waiting light so that they will
return your call.
➤ To set a message waiting light on a telephone
1. Click the 0HVVDJHꢀ:DLWLQJ icon.
2. Type or select a directory number.
3. Click OK. The Msg light turns on at that station. When the user presses the Msg
button, the console is called
...or
1. Pressꢀ1H[Wꢀ7DE on the keyboard until you access the Messages tab.
2. Click the 6HQGꢀ0VJ button. When that phone is available, it will ring back to the
console.
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Call Processing
Message Waiting
➤ To cancel a message waiting light on a telephone
1. Click the &DQFHOꢀ0HVVDJHꢀ:DLWLQJ icon.
2. Type or select a directory number.
3. Click OK. The Msg light turns off at that station.
➤ To reply to a message waiting call
1. Pressꢀ1H[Wꢀ7DE on the keyboard to access Call Monitor View.
2. Use the up or down arrows on the keyboard to select the message.
3. Press 5HOHDVHꢃ7UDQVIHU (Enter)ꢀkeyꢀon the keyboard.
...or double click on the message waiting call in the call list (see example below).
Your console will call the station that left the Message.
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Call Processing
Paging
Paging
You can make paging announcements to a primary or alternate page zone. See your
System Administrator for a definition of the page zone areas.
Note You can assign one of the function keys ()ꢇ~)ꢈꢉ on your keyboard) as the
➤ To Page the Primary Page Zone
1. Click the 3DJLQJ icon. The current call is placed on hold if the administration
option “Automatic Hold” is enabled.
2. Make an announcement over the paging system.
...or click the 3DJH icon down arrow, select Primary Page
...or select Console > Page > Primary Page.
➤ To Page an Alternate Page Zone
1. Click the 3DJLQJ icon down arrow, select Alternate Page
...or select Console > Page > Alternate Page
2. Click the down arrow and select a paging zone.
3. Click 3DJLQJ.
➤ To make an Emergency Page
1. Click the 3DJLQJ icon down arrow, select Emergency Page
...or select Console > Page > Emergency Page.
2. Click the down arrow and select a paging zone.
3. Click (PHUJHQF\.
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Call Processing
Call Pickup
Call Pickup
Call pick up provides a variety of ways for calls ringing at other stations to be picked
up at this location. Some of these options require additional digits to be entered to
select the CO line, a group, or station.
Note You can assign one of the function keys ()ꢇ~)ꢈꢉ on your keyboard) as the
➤ To Pick Up a call at the Primary Location
1. Click the 3LFNXS icon
...or select Console > Call Pickup > Primary.
The Pickup icon defaults to the Primary Pickup option.
2. Click the down arrow to select the Pickup Held/Ringing station.
3. Click 3LFNXS.
➤ To Pick Up a call at an Alternate location
1. Click the 3LFNꢀ8S icon down-arrow, select Alternate Pickup.
2. From the Call Pickup window, select a category and click the down arrow to
select a line or station to pick up.
3. Click 3LFNꢀ8S.
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Call Processing
Call Door Phones
Call Door Phones
Note You can assign one of the function keys ()ꢇ~)ꢈꢉ on your keyboard) as the
➤ To call the Primary Door Phone
1. Click the 'RRUꢀ3KRQH icon
...or select Console > Door Phone > Primary Phone.
If only one Door Phone was programmed in the system, the console calls the
Primary Door Phone. If more than one Door Phone was programmed, continue to
the next step.
2. In the Door Phone window, click the drop down arrow to select the door phone,
click 'RRUꢀ3KRQH.
➤ To call the Alternate Door Phone
1. Click the 'RRUꢀ3KRQH icon drop-down arrow, select Alternate Phone
...or select Console > Door Phone > Alternate Phone.
2. In the Door Phone window, click the drop down arrow to select the door phone,
click 'RRUꢀ3KRQH.
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Call Processing
Door Unlock
Door Unlock
Calls from Door Phones appear as a call in the call window. These calls can be
answered in the same way any other call is handled. Some CTX installations provide
the ability to unlock the door with the Door Unlock icon.
Note You can assign one of the function keys ()ꢇ~)ꢈꢉ on your keyboard) as the
➤ To Unlock the Primary Door
1. Click the 'RRUꢀ8QORFN icon. If only one door was programmed in the system,
the primary door unlocks. If more than one door was programmed, continue to the
next step.
2. Select a door from the Door Unlock list down arrow, click 8QORFN.
➤ To Unlock an Alternate Door
1. Click the 'RRUꢀ8QORFN icon drop-down arrow. Performs same function as
Console > Door Unlock.
2. Select Alternate Unlock.
3. Click the down arrow, select a door to unlock.
4. Click 8QORFN.
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Call Processing
Call Park
Call Park
Note You can assign one of the function keys ()ꢇ~)ꢈꢉ on your keyboard) as the
➤ To Park a call
1. Select a call.
2. Click the 3DUN icon. The call is Auto-parked by the system.
...or to select other park options, click the down arrow next to the icon:
•
•
•
Auto Park enables the system to select a location to park the call.
Station Park lets you choose a specific orbit.
Auto Park Page auto-parks the call and enables you to make a page
announcement.
•
•
Station Park Page enables you to select the call park orbit or station and
enables you to make a page announcement.
Retrieve enables you to retrieve the last (or highlighted) parked call.
...or select Call > Park, then select a Park option.
➤ To retrieve a parked call
1. Right click in the call list view area, then select Park Retrieve
...or select Call > Park Retrieve.
2. In the Call Retrieve dialog box, type or select an orbit or extension number, then
click 5HWULHYH.
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Call Processing
Status
Status
The functions and descriptions for the Attendant status are as follows:
Administrative
function
Call
Forward
Position
Active/
Busy
Overflow
On/Off
Time
Day, Day2,
Night Mode
Database Link
Information. Blank
means the link is
working.
FUNCTIONS
DESCRIPTION
Position Active/Busy
Day/Night Mode
Overflow On/Off
Enables you to set Position Busy or Position Active.
Enables you to set Day, Day 2, or Night Mode.
Enables you to set Overflow on or off.
Enables the Attendant to determine what kind of Call
Forwarding is available: No Call Forwarding, All Calls or
External calls. All the items are dynamically inserted
into the Call Forward menu.
CF-Setting
Trace ON
Ignore. Used for the troubleshooting purposes.
Display “Database Link Broken” in red when Database
is disconnected. No text is displayed when Database is
connected.
Database Link
Enables the Attendant to set the date and time at the
PC by pressing Change PC button.
Time
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Call Processing
Status
➤ To change Console, Overflow, Night Mode or Call Forward (CF) Destination
Status
➤ Right click on the current status on the Status bar,
then select the new choice.
...or
1. Click Console > Console Status, Overflow, or
Day/Night Mode or Forwarding. A menu
displays (shown right).
2. Click the new choice. The new status displays.
Note The CF destinations are defined by the
Administrator (see “Call Forward (CF)
➤ To fix a Broken Database Link
➤ Click the 5HFRQQHFWꢀ'DWDEDVH icon
...or select Directory > Reconnect Database.
If the screen shown right appears, the link is still broken. Contact your Telephone
System Administrator.
➤ To change Date and Time
1. Right click on the current time showing. The Date and Time dialog box displays.
2. Type or select new settings, click $SSO\.
3. Click 26. Date/Time window closes.
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Call Processing
Messages Tab
Messages Tab
This Tab enables you to view existing messages or add a new message for a person
listed in the Directory. You can save, delete or print messages. Messages are stored in
a shared file directory available to any CTX console in your telephone system.
Click to turn on Msg
Waiting light on
user’s phone
Click to select user
Message Area
Click tab to view
this window
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➤ To Save a Message for a User
1. Click the Messages tab.
2. With the message displayed, pull down the list of names and scroll to find message
recipient. Enter characters to speed scroll down to the letters entered.
3. Begin the message by entering the name of the person the message is from and
optionally a company name. The date and time will automatically be entered.
4. Tab down to the message area and enter a text message.
5. Click the Save icon to store the message in that person’s folder.
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Call Processing
Messages Tab
➤ To Retrieve Messages for a user
When the user calls the Attendant console, the Message Tab automatically pops up
and that user’s messages will be listed in the left hand box.
1. If the user calls from a non-matching phone or calls in from the outside, select the
user’s name from the drop-down directory listing.
2. Highlight any message and the details appear in the right-hand window.
➤ To Delete a Message for a User
1. Click the Messages tab.
2. Click on name of a user, select the message, then click the Delete icon.
➤ To Print one or all messages
1. Click the Messages tab.
2. Select the message(s), click the Print icon.
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Call Processing
Contacts Tab
Contacts Tab
This tab provides the complete contact listing for one individual on the screen. The
only item that can be changed from any Attendant position is the Notes field.
➤ To view contacts, click the Contacts Tab, use the arrow buttons to move from
contact to contact.
Note The fields Status, Name, Job title, Department and e-mail are usually edited by
the Administrator.
Arrows to page through users
Click in this box
to type notes.
6216
Click tab to
view Contacts
➤ To dial using Contact information
➤ To dial an alternate number from the user directory, right click on an entry in the
BLF/DSS or right click in the Directory tab. The CTX Attendant Console displays
the Contacts tab for that entry.
➤ To dial a phone number in the Contacts tab, double click on the phone number or
select the phone number and press 5HOHDVHꢃ7UDQVIHU (Enter) on the keyboard.
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Call Processing
Contacts Tab
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User Directory
3
You can create/add/delete users to the Directory. The User Directory List view also
enables any Attendant to view the employees and groups in the user directory (shown
below). The left side of the list (Pg., No., Last Name, and First columns) is stationary
when the list is scrolled horizontally.
6283
The following fields appear in the User Directory list:
FIELD
DESCRIPTION
Page number where this entry appears on BLF/DSS.
Position of this entry on the BLF/DSS tab page.
The user’s first name.
Pg.
Pos.
First Name
Last Name
The user’s last name.
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User Directory
Contacts Tab
FIELD
DESCRIPTION
Job Title
Department
The user’s job title.
The user’s department.
Directory Number
VM Box
The user’s directory number.
The user’s voice mail box.
e-mail
The user’s e-mail address.
Phone 1
Phone 2
Phone 3
Cellular
The user’s additional phone number.
The user’s additional phone number.
The user’s additional phone number.
The user’s cellular phone number.
The following operations are allowed in the directory list:
•
Clicking the column heading of the list view sorts the entries in ascending order.
Clicking the column heading again sorts the entries in descending order.
•
Right click on an entry to display the user directory dialog.
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User Directory
User Directory Dialog
User Directory Dialog
The user directory dialog enables you to view a single directory entry. Only the Notes
can be changed, unless you are an Administrator.
➤ To add a new user to the directory
➤ Click on the 1HZꢀ8VHU icon
...or select Directory > Add New User.
➤ To change a directory entry
1. Click on the 8VHUꢀ'LUHFWRU\ icon.
2. Right click on a name in the
directory window
3. After making new or
changing entries, select
Directory > Update Directory
to update the BLF.
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User Directory
User Directory Dialog
The fields are the same as described in the User Directory view. The following are
buttons found on the User Directory Form dialog box.
BUTTON NAME
DESCRIPTIONS
Blanks out all the fields. The Update button changes to
Add button after clicking the New button.
New
Add
Insert a user to the user directory list. The Add button
changes to Update button after clicking the Add button.
Update
Delete
First
Update a user’s information.
Delete a user from the user directory list.
Show the first user.
Previous
Next
Show the previous user.
Show the next user.
Last
Show the last user.
Close
Exit the user directory dialog.
Note The Operator Attendant can only perform the following operations: Update the
notes, View the first, previous, next and last user and close the dialog.
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Control Panel
4
This chapter explains how to set the console control features, such as setting a Call
Forward destination, night time call handling, etc. Console control features are
generally those that you set at the beginning and end of your shift.
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Control Panel
Control Panel View
Status Tab
The status tab enables you to view and edit details of the status bar items. The fields
displayed on the screen are explained in the table below.
Position Busy/Active
When there are multiple Attendant consoles to handle calls, you can place a console in
Position Busy status. Held and transfer recalls continue to ring the console that
processed them. When the last console in the Attendant group is placed in Position
Busy mode, the entire group is considered unattended. All calls will be directed to
Night Transfer location when the entire group is unattended.
The console is placed in a Position Busy Pending state if you are connected to a call,
making an outgoing call, holding, or if you are in ring transfer mode. During this state,
the console cannot receive any new calls. When you have completed call handling, the
console enters Position Busy mode.
➤ To change console status to Position Busy/Active
1. Click the &RQWUROꢀ3DQHO icon.
2. Select the Status tab, then use the drop-down list to select Position Busy or
Position Active.
Overflow On/Off
1. Click the &RQWUROꢀ3DQHO icon.
2. From the Status tab, use the pull down the list to select the Overflow On/
Overflow Off.
Night Transfer
You can set the console to transfer after-hours calls to a different station. After Hours
call routing can be set for three different modes: Day, Day2, and Night mode based
upon settings in the Strata CTX system.
1. Click the &RQWUROꢀ3DQHO icon.
2. From the Status tab, use the pull down the list to select Day, Day2, or Night mode.
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Control Panel
Control Panel View
Call Forward (CF) Settings
The Call Forward (CF) menu selections are created or set from the Control Panel.
➤ To create Call Forward menu items
1. Click the &RQWUROꢀ3DQHO icon.
2. From the Status tab, use the Call Forward pull-down the list to select the type of
Call Forward.
...or to create a new Call Forward destination, click the 6HWWLQJV button. Click
the CF drop-down box to select a CF call type (Trunks or All). In the next box,
select a CF destination, click $SSO\.
➤ To delete a CF menu item, follow the above instructions and click 'HOHWH
(instead of Apply in the final step).
To select CF for the console (after the menus have been created), refer to “To fix a
Date/Time
The Date and Time can be set using the PC’s internal clock. This clock can be
changed.
➤ To set the PC Date and Time
1. Click the &RQWUROꢀ3DQHO icon.
2. From the Status tab, click the &KDQJHꢀ3& button to bring up the Windows clock
setting routine. Make any changes necessary to correct the time.
3. Click Apply, click OK.
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Control Panel
Control Panel View
Feature Keys Tab
This tab enables you to assign dialing sequences to the keys )ꢇ~)ꢈꢉ on your
keyboard. Numbers that you frequently append, such as dialing prefixes or area codes,
can be stored onto these keys. They keys can also be used as Speed Dial locations.
➤ To store numbers onto keys F2~F10
1. Click the &RQWUROꢀ3DQHO icon.
2. Click the Feature Keys tab.
3. Click in the Name box of the )-key and enter a name.
4. Click in the )-key box and enter the dialing string. (When you press this F-key,
these numbers will be dialed.)
5. Click on any tab or icon when you are done.
6. If there is a pre-printed sticker for that function, stick it on the key
...or write the key function on one of the blank stickers, and stick it on the key.
➤ To use the )ꢇ~)ꢈꢉ keys, press the )-key and the stored numbers will be dialed.
You can use these keys in addition to the dial pad.
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Control Panel
Control Panel View
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Administration
5
This chapter discusses the features of the Strata CTX Attendant Console that apply to
the Administrator.
Maintenance and administration of the CTX Attendant Console is through the Control
Panel, User Directory, and Administration work area views.
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Administration
Administration View
Administration View
The Administration view provides a view of administrative settings. It contains the
Admin, Primary & Alternate, and User & Dept. tabs.
Admin Tab
➤ To access the Administration Tab, click the Administration icon.
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Administration
Administration View
The Admin Tab contains the following sections:
FIELD
DESCRIPTION
Allow multiple Attendant operations. (Single Attendant
doesn’t allow set Position Busy).
Multiple Attendant
BLF Refresh Rate
Enables the Attendant to define the refresh rate for
polling the CTX for BLF/DSS status. The minimum rate
is 1 second. The default is 3.
Automatic Dialing
Automatic Hold
Enable/Disable automatic dialing.
Enable/Disable automatic hold.
Activate Incoming Call
Default Transfer
Enable/Disable activate incoming call.
Enable/Disable default transfer (Blind transfer).
Anticipate DTMF Tone with
Flash
Enable/Disable the DTMF Tone dialog to anticipate use
after Flash.
Continuous DTMF
Enable/Disable the continuos DTMF tone.
Maximum of Caller ID. Allow the Caller ID telephone
numbers to display in the Caller ID list. The valid value
is from 0 to 20.
Max. Caller ID
Maximum of Called Number. Allow the numbers of
Called Numbers display on the Called List. The valid
value is from 0 to 10.
Max. Called Number
Notes
•
The Administrator can change all the above settings.
The Operator/Attendant can change only PC level settings.
•
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Administration
Administration View
Primary/Alternate Tab
Enables the Administrator to set one and only one Primary and/or multiple Alternates
for Door Unlock, Door Phone, Paging Zone’s and Pickup Location. Also defines the
names.
➤ To access the Primary/Alternate Tab, click Administration icon, select Admin tab.
6290
The number of doors and paging zones must match the number assigned in
Strata CTX programming.
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User & Dept. Tab
Enables the Administrator to setup Login User Setup Operation and Department
Name Setup Operation. The maximum length of Login Name and password is 50
characters each.
There are two types of access: Administrator and Operator rights. Administrator rights
can have full access in the Attendant console. Operator rights only can access enabled
functions.
➤ To access the User & Dept. Tab, click the Administration icon, select Admin tab.
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Administration
Backup Log Files
Backup Log Files
This is an administrative function that is not performed from the Administration
window. Log files are useful for troubleshooting. The CTX Attendant log files are
unrelated to the Database Utility. Actually backing up the files is a simple procedure
which can be performed by an Attendant.
1. To Backup the Log file, click the %DFNXSꢀ/RJꢀ)LOHV icon.
Wait a few seconds while the application and TSP log files are backed up into the
existing log directory..\..\nhsatt\log\backup and ..\..\nhstsp\log\backup
subdirectory (the path may be different if a Custom installation was performed.) A
window notifies you that the files were backed up.
2. Click OK.
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Appendix – Call List
The call list view provides a list of calls and related information. The following
attributes of a call are displayed in the columns of the call list view:
Call Attribute
Status:
Description
The call is offered to the station and indicates a new call (Ring or
NoRing).
Incoming
Dialing
The call is in the process of dialing.
The call is receiving ringback tone
The call is in announcing mode.
The call is receiving busy tone.
The call is connected.
RingBack
Announcing
Busy
Active
Conferenced
The call is conferenced.
The call is on hold, on hold pending conference, or on hold pending
transfer.
On Hold
ConsultHold
Disconnected
ParkPage
Consultation Hold call.
The call is disconnected.
The call is Park Page Connected.
The call is Park Page Busy.
PageBusy
InConference
InDoorPhone
Message
When a Station adds the Console to conference.
The call is in doorphone.
Station sent a Message Waiting to Console.
The trunk line is busy.
LineBusy
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Appendix – Call List
Backup Log Files
Call Attribute
Reason
Directed Call
Description
The call is a direct dial call to the PDN.
The call is dialed directly to the operator.
Dial 0
(Busy, No Answer, Busy/No Answer, Unconditional) - The call has
been forwarded to the Attendant.
Call Forward
Pickup
The call was picked up.
Unpark
The call was parked and retrieved by the Attendant.
The call was redirected to the Attendant.
The call was recalled from hold.
Redirect
Hold Recall
Call Completion
Transfer Call
Park Recall
Transfer Recall
blank (““)
The call was the result of a call completion request.
The call was transferred to the Attendant.
The call is recalled from park.
The call is recalled from Transfer.
blank (““) - the reason for the call is not known.
(Call displays in red) The call is an emergency call.
The call is call from the line group.
Emergency
Line Group
LG nnn
Line Group with Line Group number.
Park Recall with Recall DN/Orbit No.
Transfer Recall with Redirect DN.
ParkRCallDN
TransfRCallDN
TransfDN
Transfer with Redirect DN.
Time
Time that the call has been in the current call state.
Name of person calling (inbound calls) or person called (outbound
calls).
Name
Phone number of person calling (inbound calls) or person called
(outbound calls).
Number
Duration
Line
Total time of a call.
Line number of external calls.
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Index
A
B
about this book
icon, 7
conventions, iv
administration view
key, 3
alternate
buttons
extension, iv
settings, 40
answer
icon, 7
key, 3
C
call
back, 13
automatic
dialing, 45
hold, 45
completion, 12
conference, 19
history, 12
park, 26
pickup, 23
transfer, 18
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Index
D ~ I
door phone
icon, 7
DTMF, 45
cancel
conference, 19
E
console
overflow, 38
status, 28
consult transfer
icon, 7
F
flash, 45
control panel view
status, 38
CSTA, 2
Customer Supported Telephony Application
H
hold
ConsultHold, 49
icon, 7
D
destination, 20
icon, 7
I
icons, 7
answer, 7
destination, 7
dial, 7
dial
directory, 16
icon, 7
key, 4
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Index
J ~ P
hold, 7
join/split, 7
paging, 7
L
login, 9
park, 7
pickup, 7
M
cancel, 13
icon, 7
release, 7
source, 7
views, 6
N
next view
J
join, 19
join/split
key, 4
icon, 7
key, 4
K
O
keypad, 3
keys
overflow, 27
override
dest, 4
dial, 4
busy, 13
executive, 13
help, 5
P
hold/retrieve, 3
join/split, 4
release, 3
page zone
alternate, 22
emergency, 22
primary, 22
paging, 22
icon, 7
source, 4
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Index
R ~ T
park
source, 20
icon, 7
icon, 7
key, 4
page, 26
pickup, 23
split, 19
alternate, 23
icon, 7
position
icon, 7
key, 4
active, 27
primary
page, 26
switch between source/destination
parties, 20
T
tabs
R
icon, 7
administration
BLF/DSS, 14
contacts, 31
refresh rate
BLF, 45
release
icon, 7
retrieve
key, 3
directory, 16
messages, 29
prompt/notes, 11
time, 27
tone/voice, 13
blind, 18
S
supv., 18
key, 3
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Index
V ~ V
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