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Strata CIX IP Attendant Console 11/07

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Page 1: ...Telecommunication Systems Division November 2007 CIX IP Attendant Console User Guide ...

Page 2: ...ngineering or manufacturing methods may warrant CIX UG IPATT VA Version A 3 November 2007 Copyright 2006 2007 Toshiba America Information Systems Inc Digital Solutions Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval sys...

Page 3: ...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 HOW...

Page 4: ... the malfunc tion by TAIS or its authorized dealer with new or refurbished parts at their option If TAIS or one of its autho rized 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 war...

Page 5: ...nt Keys 3 Numeric Keypad 3 Special Function Keys 4 Function and Volume Keys 4 Ringing On Off Controls 5 Views and Controls 6 Call Monitor View 6 Menu Bar 7 Toolbars 7 Info Bar 8 Status Bar 8 Chapter 2 Call Processing Login 9 Answering Incoming Calls 10 Prompts 11 Releasing a Call 11 Making a Call 12 Call Completion 13 BLF DSS Dialing 14 ...

Page 6: ...ion Parties 20 Paging 21 Call Pickup 22 Call Door Phones 23 Door Unlock 24 Call Park 25 Status 26 Messages Tab 28 Message Waiting Light 29 Contacts Tab 31 Chapter 3 User Directory User Directory Dialog 34 Directory Lists 36 Chapter 4 Control Panel Control Panel View 38 Prompts Tab 41 Feature Keys Tab 42 Chapter 5 Call Statistics Call Statistics View 44 Chapter 6 Administration Administration View ...

Page 7: ...Contents Chapter 6 Administration Strata CIX IP Attendant Console 11 07 iii BLF Network Control Tab 52 Answer Priority Tab 53 BLF Sorting Tab 54 Backup Log Files 55 ...

Page 8: ...This page in intentionally left blank ...

Page 9: ...luding 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 setti...

Page 10: ...alls ring the extension button s from the top down For example station 10 s extensions ring 10 1 first then 10 2 10 3 and 10 4 A station is considered busy when all extensions are being used Note The naming convention for DKT assignments within Toshiba is Directory Numbers For clarity and ease of understanding the terms Extension Number and Phantom Extension Number will be used in this document in...

Page 11: ...CIX IP Attendant Console Installation Manual Strata CIX IP Attendant Console Application and Documentation Library on CD ROM For authorized users Internet site FYI http fyi tsd toshiba com contains all current Strata CIX documentation and enables you to view print and download current publications Start Settings Printers Denotes a progression of buttons and or menu options on the screen you should...

Page 12: ...Introduction Related Documents Media viii Strata CIX IP Attendant Console 02 06 ...

Page 13: ...call activity within a single screen All calls appear in a single list The CIX IP Attendant Console enables an Attendant to manage console settings maintain a user directory and make administrative changes Calls are marked with icons to show the current status To make call handling as simple as possible only the applicable features tools are offered on screen Note Your console may not have all of ...

Page 14: ...e console consists of the following items Pre installed CIX IP Attendant Console software application Keyboard Special Attendant Keyboard stickers CTX KL ATCON VA See Attendant Keys on pages 3 4 for sticker placement Mouse PC Soundcard Headset The Strata CIX system supports up to two Attendant Consoles Multiple consoles automatically share the incoming call load on a call by call rotation basis Fe...

Page 15: ...ind Transfer Enter Release Transfer Supv Release or Supervised Transfer Del Transfer to VM Voice Mail Transfer Del Num Lock 7 Home 8 9 Pg Up Hold Retrieve Answer Transfer Blind Release Transfer Supv Enter 1 End Ins 2 0 3 Pg Dn DEF MNO WXY ABC JKL TUV GHI PRS 4 5 6 Transfer to VM 6204 Some keys have multiple functions For example press this key to Answer a call Then you can press this key to Blind ...

Page 16: ...n moves from tab to tab See Tabs in the Call Monitor View shown on page 6 Del Source Connects to the source party End Join Split Joins calls in a conference call splits three way conference Pg Dn Dest Connects to the destination party PC KEY ATTENDANT KEY DESCRIPTION F1 Help Displays the help topic F11 Vol Up Increases the handset or the ringer volume F12 Vol Dn Decreases the handset or the ringer...

Page 17: ...re Keys Tab on page 42 Ringing On Off Controls ARROW KEYS DESCRIPTION Up Navigates upward to different entries Down Navigates downward to different entries Left Navigates to the left Right Navigates to the right KEYS DESCRIPTION Ctrl R Turns the Headset Speaker Ring On Ctrl T Turns the Headset Speaker Ring Off Note The above two controls take effect on the next ring cycle of the next call Ctrl Z T...

Page 18: ...or 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 Call List Call Status icons Call Attributes See Appendix for definitions 7709 View Pane Icons Notes about the user highlighted ...

Page 19: ...of the keyboard or menu functions The icon name appears when you place your cursor over a icon Call Handling Toolbar Icons Optional Toolbar Icons The call monitor toolbar may also contain the following optional icons Dial Dial drop down menu Release Answer Consult Transfer Blind Transfer Hold Join Voice Mail Transfer Source Destination Split 6311 Paging Park Add New User Set Msg Waiting Pickup Doo...

Page 20: ...umber of incoming calls at the moment LCD message and the last Park Orbit number Status Bar This provides a quick overview of the console s status settings on the bottom of your screen For more information see Status on page 26 ExportToExcel Date or Date Range to include in a statistics report in the Excel format Prints the call statistics for a specific date or a range of dates 6331 ...

Page 21: ...a CIX IP Attendant Console begins the dialing process or searches for a match in the directory for the person being dialed Login 1 To login double click on the Strata CIX IP Attendant Console icon or click on the icon in the Microsoft Windows Start menu bar or select Start Programs Strata CIX IP Attendant Strata CIX IP Attendant Console 2 Select User ID 3 Type the password default is empty press E...

Page 22: ...l is marked with the Source Call icon and is colored green while connected to the Attendant Del Num Lock 7 Home 8 9 Pg Up Hold Retrieve Answer Transfer Blind Release Transfer Supv Enter 1 End Ins 2 0 3 Pg Dn DEF MNO WXY ABC JKL TUV GHI PRS 4 5 6 Transfer to VM 6204 Hold Retrieve Release Transfer Supervised Answer Transfer Blind Transfer to Voice Mail Press the Answer key The call with the sounding...

Page 23: ...cording to the on screen prompt Example Toshiba America Telecom Division If prompts have been entered they appear on screen in the Prompts Notes tab section see above when a call comes in that fits the prompt criteria Prompts may remind you how to answer for a particular line line group or entire company There are two requirements to create prompts One prompts must be entered in the Control Panel ...

Page 24: ...al a number from call history 1 Press Dial Insert key or click the Dial Pad icon down arrow the select the Dial Pad or select Call Dial Dial Pad 2 Enter the number click Dial Press Alt C press L then select the dialed number or click the Dial icon down arrow select one of the recently dialed numbers at the bottom of the menu 1 Press Alt C press L or select Call Dial Caller ID List A list of recent...

Page 25: ... then select Tone Voice Busy Override Executive Override Call Back or Set Message Waiting Cancel Message Waiting 1 Press Alt C press L then select Speed Dial or click the Dial icon drop down arrow select Speed Dial or select Call Dial Speed Dial The console s Speed Dial numbers display 2 Select a Speed Dial number click OK NUMERIC KEYPAD BUTTON DESCRIPTION 1 Always set the ring mode to Tone First ...

Page 26: ...l 3 Press the Enter key on the keyboard not the numeric keypad or double click on the individual that you want to call or 1 Click the BLF DSS tab 2 Press the Enter key on the keyboard or double click on an entry or select an entry then double click on the individual that you want to call Status icons indicate these calling conditions Station Idle Station Idle with Advisory Message Station Busy Sta...

Page 27: ...all click on the destination party Your console shows Announce and you can announce the call 2 Press Transfer Enter on the keyboard to send the call to the destination party To perform a blind transfer from the BLF DSS tab With a connected call double click on the destination party The call immediately leaves the console and calls the destination Note You can customize the order of the names from ...

Page 28: ...are the same as the BLF DSS There s also a field for Notes far right not shown on each entry 1 Press Next Tab on the keyboard to select the Directory tab or after answering a call begin entering the name or number 2 Use the up or down arrows on the keyboard to select an individual 3 Press Release Transfer Enter key on the keyboard or 1 Click the Directory tab shown below 2 Double click on an entry...

Page 29: ...ers or while in Dept View type the Dept Name Department members display Hold To hold a call To retrieve a held call To put the current call on hold press Hold Retrieve or click on the Hold icon You can also select an active call in the call list then select Call Hold Highlight call to be retrieved press Hold Retrieve or highlight the call to be retrieved then double click on the call in the call l...

Page 30: ... exact match is not found scroll and select a name number click OK 1 While on an active call dial the destination party on the numeric keypad press Transfer Supv Enter on the keyboard 2 Announce the call optional The first party is put on ConsultHold while you announce to the second party shown below 3 Press Transfer Supv Enter To set up the Supervised Transfer call select Call Setup Conference En...

Page 31: ...ll Transfer Voice Mail Transfer enter the destination extension and press Enter or 1 While connected to a call click the Transfer to VM icon 2 Enter the extension number to transfer to 3 Press Enter or click OK With calls on source and destination press Join Split or select Call Join Split The CIX IP Attendant creates a three way conference 1 While in a conference conferenced shows on screen dial ...

Page 32: ...ce and Destination Parties Note You can switch between Source and Destination parties swap when two calls are conferenced together with the Attendant Select Call Release Last Party To switch to the source party press Source Delete or select Call Source To switch to the destination party press Destination Page Down or click on the Destination icon ...

Page 33: ... Click the Paging icon The current call is placed on hold if the administration option Automatic Hold is enabled 2 Make an announcement over the paging system or click the Page icon down arrow select Primary Page or select Console Page Primary Page 1 Click the Paging icon down arrow select Alternate Page or select Console Page Alternate Page 2 Click the down arrow and select a paging zone 3 Click ...

Page 34: ...10 on your keyboard as the Call Pickup key See Feature Keys Tab on page 42 To pick up a call at the primary location To pick up a call at an alternate location 1 Click the Pickup icon or select Console Call Pickup Primary The Pickup icon defaults to the Primary Pickup option 2 Click the down arrow to select the Pickup Held Ringing station 3 Click Pickup 1 Click the Pick Up icon down arrow select A...

Page 35: ... or select Console Door Phone Primary Phone If only one Door Phone was programmed in the system the console calls the Primary Door Phone If more than one Door Phone was programmed continue to the next step 2 In the Door Phone window click the drop down arrow to select the door phone click Door Phone 1 Click the Door Phone icon drop down arrow select Alternate Phone or select Console Door Phone Alt...

Page 36: ...s F2 F10 on your keyboard as the Door Unlock key See Feature Keys Tab on page 42 To unlock the primary door To unlock an alternate door 1 Click the Door Unlock icon If only one door was programmed in the system the primary door unlocks If more than one door was programmed continue to the next step 2 Select a door from the Door Unlock list down arrow click Unlock 1 Click the Door Unlock icon drop d...

Page 37: ... If you select Primary or Alternate Park you can choose one of the following Station enables you to type or select a park station Auto enables the system to select a park orbit to park the call Park button parks the call and enables you to make a page announcement Park Page button enables you to park the call per your selection left side of this window and to then make a page announcement 1 Right ...

Page 38: ... are dynamically inserted into the Call Forward menu Trace ON Ignore Used for the troubleshooting purposes BLF Network Local If your Strata CIX IP telephone system has the networking feature and the ability to retrieve network information then BLF Network displays otherwise it displays BLF Local Database Link Display Database Link Broken in red when Database is disconnected No text is displayed wh...

Page 39: ...atus on the Status bar then select the new choice or 1 Click Console Console Status Overflow or Day Night Mode or Forwarding A menu displays shown right 2 Click the new choice The new status displays Notes The CF destinations are defined by the Administrator see Call Forward CF Settings on page 39 Call Forward applies only to the Attendant Console extension number It does not forward the calls in ...

Page 40: ... 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 fold...

Page 41: ...essages tab you can select a user and click the Send MW button or you can 1 Click the Message Waiting icon 2 Type or select a directory number 3 Click OK The Msg light turns on at that station When the user presses the Msg button the console is called 1 Click the Cancel Message Waiting icon 2 Type or select a directory number Click OK The Msg light turns off at that station or 1 Click the Messages...

Page 42: ...ils appear in the right hand window To retrieve messages left for the console 1 Press Next Tab on the keyboard to access Call Monitor View 2 Use the up or down arrows on the keyboard to select the message 3 Press Answer Transfer Enter key on the keyboard or double click on the message waiting call in the call list see example below Your console will call the station that left the Message To delete...

Page 43: ...ck on an entry in the BLF DSS or right click in the Directory tab The CIX IP Attendant Console displays the Contacts tab for that entry To dial a phone number in the Contacts tab double click on the phone number or select the phone number and press Release Transfer Enter on the keyboard To add a note 1 Click in the Notes box type a note 2 Click the Modify Notes button The first few words of the no...

Page 44: ...Call Processing Contacts Tab 32 Strata CIX IP Attendant Console 11 07 ...

Page 45: ...also enables any Attendant to view the employees and groups in the user directory shown below The following fields appear in the User Directory list FIELD DESCRIPTION Pg Page number where this entry appears on BLF DSS Pos Position of this entry on the BLF DSS tab page First Name The user s first name Last Name The user s last name 7708 ...

Page 46: ...ngle directory entry Only the Notes can be changed unless you are an Administrator Additions or changes to the Directory are stored in the CIX IP Attendant Console Database To add a new user to the directory Job Title The user s job title Department The user s department Directory Number The user s directory number VM Box The user s voice mail box e mail The user s e mail address Phone 1 The user ...

Page 47: ...2 Right click on a name in the directory window 3 After making new or changing entries select Directory Update Directory to update the Directory tab screen and the BLF tab screen BUTTON NAME DESCRIPTIONS New Blanks out all the fields The Update button changes to Add button after clicking the New button Add Insert a user to the user directory list The Add button changes to Update button after click...

Page 48: ...file in Excel or edit an exported directory list Important If you are creating a brand new file in Excel you must have the exact number of columns that the Attendant directory contains 2 Type in the directory entries 3 When you have completed your list type the word End no quotes in the last row first column of your Excel file To import a directory list This function is only enabled in the offline...

Page 49: ...ntrol 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 ...

Page 50: ...View 38 Strata CIX IP Attendant Console 11 07 Control Panel View The Control Panel view contains the Status Prompts and Feature Keys tabs Status Tab The status tab enables you to view and edit details of the status bar items 7697 ...

Page 51: ...ransfer mode When you have completed call handling the console enters Position Busy mode To change console status to position busy active Overflow On Off Night Transfer You can set the console to transfer after hours calls to a different station After Hours call routing can be set for three different modes Day Day2 and Night mode based upon settings in the Strata CIX IP system Call Forward CF Sett...

Page 52: ...e next box select a CF destination click Apply To delete a CF menu item follow the above instructions and click Delete instead of Apply in the final step To select CF for the console after the menus have been created refer to To change console overflow night mode or call forward CF destination status on page 27 Call Forward applies only to the Attendant Console extension number It does not forward...

Page 53: ...de lines as well as for specific lines and dialed numbers DNIS To store a prompt To clear all items in one row in the DNIS section click the Clear DNIS button 1 Click the Control Panel icon 2 Click the Prompts tab 3 Click in the desired cell to enter a prompt such as Telecom Sales Division shown in the screen above 4 Click OK or Apply when you are done 7698 ...

Page 54: ...he F2 F10 keys press the F key and the stored numbers are dialed You can use these keys in addition to the dial pad 1 Click the Control Panel icon 2 Click the Feature Keys tab 3 Click in the Name box of the F key and enter a name 4 Click in the F key box and enter the dialing string 5 Click on any tab or icon when you are done 6 If there is a pre printed sticker for that function stick it on the k...

Page 55: ...nformation pertaining to that console only To develop a larger set of statistics when multiple consoles are used the files from each location can be imported into any standard spread sheet for preparing a composite report The information collected includes number of internal incoming calls received per hour number of external incoming calls received per hour total talk time in seconds per hour max...

Page 56: ...st FIELD DESCRIPTION Date The date of the statistics was collected Time The time every hour of the statistics or the console s start up time 1st Qtr CIQ The maximum number of calls in queue for the first 15 minute interval 2nd Qtr CIQ The maximum number of calls in queue for the second 15 minute interval 3rd Qtr CIQ The maximum number of calls in queue for the third 15 minute interval 4th Qtr CIQ ...

Page 57: ...all statistics 1 From the View pane click on the Call Statistics icon Call Statistics view displays 2 Click the Print icon A dialog box appears offering choices for printing 3 Select either print Current page or enter a range of dates to print the reports To export data to Excel 1 From the View pane click on the Call Statistics icon Call Statistics view displays 2 Click the Excel icon A dialog box...

Page 58: ...Call Statistics Call Statistics View 46 Strata CIX IP Attendant Console 11 07 ...

Page 59: ...ion 6 This chapter discusses the features of the Strata CIX IP Attendant Console that apply to the Administrator Maintenance and administration of the CIX IP Attendant Console is through the Control Panel User Directory and Administration work area views ...

Page 60: ...07 Administration View The Administration view provides a view of administrative settings It contains the Admin Primary Alternate User Dept BLF Network Control Answer Priority and BLF Sorting tabs Admin Tab To access the Administration tab click the Administration icon 7705 ...

Page 61: ...matically switch to operating as the CIX IP Attendant Console when a new call comes in Default Transfer Enable Disable default transfer Blind transfer Anticipate DTMF Tone with Flash Enable Disable the DTMF Tone dialog to anticipate use after Flash Disable if Flash is used for Call Waiting on telco lines Continuous DTMF Enable Disable the continuous DTMF tone Show BLF Tab Displays Hides the BLF ta...

Page 62: ... the names To access the Primary Alternate tab click Administration icon select Admin tab The number of doors and paging zones must match the number assigned in Strata CIX IP programming To assign the Primary Pickup Location click the down arrow in this box and select a location then click Apply or OK To make the Park feature available to the Attendant Console click the down arrow in the Primary P...

Page 63: ...artment Name Setup Operation The maximum length of Login Name and password is 50 characters each There are two types of access Administrator and Operator rights Administrator rights can have full access in the Attendant console Operator rights only can access enabled functions To access the User Dept tab click the Administration icon select User Dept tab 7702 ...

Page 64: ... BLF Network Control tab click the Administration icon select BLF Network Control tab 2 Make sure that the Port No is 6000 If it is not change this to 6000 3 Enter refresh rate 3 30 seconds CAUTION Do not change the IP address Port No or name unless this data has been changed in the Strata CIX IP programming This data must match the programmed information or the BLF will not work 7706 ...

Page 65: ...Priority tab click the Administration icon select Answer Priority tab To assign priority levels to the call types shown in the left column see example shown above click the up down arrows to change the priority 1 is the highest priority default Click OK or Apply when finished To assign priorities to specific line groups highlight a group or groups then click the up down arrow to assign a priority ...

Page 66: ...ity numbers For example if there are three different priority levels in the directory priority level 1 will be sorted by Last Name or whatever you select then priority level 2 users will be sorted by Last Name and then priority level 3 users will also be sorted by Last Name To access the BLF Sorting tab click the Administration icon select BLF Sorting tab Click the down arrows to make a selection ...

Page 67: ...ted to the Database Utility Actually backing up the files is a simple procedure which can be performed by an Attendant 1 To Backup the Log file click the Backup Log Files icon Wait a few seconds while the application and TSP log files are backed up into the existing log directory nhsatt log backup and nhstsp log backup subdirectory the path may be different if a Custom installation was performed A...

Page 68: ...Administration Backup Log Files 56 Strata CIX IP Attendant Console 11 07 ...

Page 69: ...he call is receiving ringback tone Announcing The call is in announcing mode Busy The call is receiving busy tone Active The call is connected Conferenced The call is conferenced On Hold The call is on hold on hold pending conference or on hold pending transfer ConsultHold Consultation Hold call Disconnected The call is disconnected ParkPage The call is Park Page Connected PageBusy The call is Par...

Page 70: ...l was transferred to the Attendant Park Recall The call is recalled from park Transfer Recall The call is recalled from Transfer blank blank the reason for the call is not known Emergency Call displays in red The call is an emergency call Line Group The call is call from the line group LG nnn Line Group with Line Group number ParkRCallDN Park Recall with Recall DN Orbit No TransfRCallDN Transfer R...

Page 71: ...e zone 21 park 25 answer icon 7 key 3 arrow keys 5 attendant keys 3 4 auto park 25 automatic dialing 49 hold 49 B backup log files 55 backup log files icon 7 BLF show tab 48 BLF network control tab 52 BLF refresh rate 49 BLF sorting tab 54 BLF DSS tab 14 blind transfer 18 49 from BLF tab 15 icon 7 key 3 broken database 27 busy override 13 buttons extension vi settings 40 C call back 13 completion ...

Page 72: ...8 57 contact tab 31 control panel view 38 CSTA 2 D database link 26 27 date and time 26 38 date time 38 day day 2 or night mode 26 dest key 4 destination 20 icon 7 destination key 4 dial directory 16 icon 7 key 4 dial a number 12 directory lists 36 54 directory tab 16 door phone calling 23 icon 7 door phones and locks assigning 50 door unlock 24 DTMF 49 E emergency page 21 error message 27 executi...

Page 73: ...ransfer 7 import directory list 36 info bar 8 IP address 52 J join 19 join split icon 7 key 4 K keypad 3 keys answer transfer blind 3 dest 4 dial 4 help 4 hold retrieve 3 join split 4 next tab 4 release 3 source 4 transfer supv 3 transfer to VM 3 vol dn 4 vol up 4 L login 9 M making a call 12 menu bar 7 message waiting 29 cancel 13 icon 7 msg light 28 messages tab 21 multiple attendants 49 N netwo...

Page 74: ...mary alternate tab 50 print 8 prompt notes tab 11 prompts tab 41 R reconnect database 27 icon 7 redial the last number 12 refresh rate 52 BLF 49 release a call 11 icon 7 release key 3 release last party 20 retrieve a parked call 25 key 3 retrieve a parked call 25 retrieve parked call 25 ring mode 13 S set msg waiting icon 7 settings button 40 setup conference 18 source 20 icon 7 key 4 special func...

Page 75: ...e date 38 tone voice 13 tool bars 7 transfer 3 15 18 blind 18 blind key 3 supv 18 transfer supv key 3 transfer to VM 19 key 3 U unlock door alternate 24 icon 7 primary 24 user dept tab administration 51 user directory view 33 V view pane 6 views administration 47 call monitor 6 call statistics 43 control panel 38 controls 6 user directory 33 voice mail transfer 19 icon 7 vol dn key 4 vol up key 4 ...

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