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B-2

Whether this chapter applies to you _________________________

This chapter provides instructions for working as an agent in a Strata CS call center. Whether or
not this chapter applies to you depends on the Strata CS call distribution method that your office
uses, as follows:

!

Use this chapter

if you are an agent in a Strata CS call center queue that was set up using

separately licensed call center agent licenses.

!

Do not use this chapter

if you are an agent in a Strata CS ACD workgroup that was set

up by using an ACD workgroup user and a routing list that sends calls to agents who are
members of a workgroup. If you are an agent in an ACD workgroup, see Appendix D,
“Working as an Agent in an ACD Workgroup.”

For complete information about setting up and running a Strata CS call center, see the

Strata CS

Call Center Administrator Guide

.

Starting and ending your shift, and taking breaks ______________

Important:

Do not use this section

if you are disallowed from changing your own personal

status. In that case, a supervisor will control your workflow. Talk to your queue manager or
administrator about how to work in the queue.

As a call center agent, you control your workday by changing your personal status. At the
beginning of your shift, you make yourself ready. At the end of your shift, you make yourself
unavailable. While you are ready, you receive calls from all queues for which you are signed in.
When you make yourself unavailable, queues stop sending calls to you.

Note:

If you have to temporarily leave your phone during your shift, choose Strata CS’s On

Break personal status.

The following sections describe which personal statuses to use to make yourself ready and
unavailable. For instructions on changing your personal status, see Chapter 9.

Starting your shift

To begin receiving queue calls, make yourself ready by doing either of the following:

!

Using your telephone keypad, press either of the following at a dial tone:

!

*50.

This selects the Available personal status.

!

*51.

This selects the Available (Queue Only) personal status.

!

In ViewPoint, select either of the following personal statuses:

!

Available

. You receive personal calls (calls to your extension) and queue calls.

!

Available (Queue Only)

. You receive only queue calls. Personal calls are sent

directly to your voicemail.

If you will be making outgoing calls from the queue, see “Placing calls from a queue” on
page B-8.

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Summary of Contents for Strata CS

Page 1: ...User Guide for Viewpoint February 2006 ...

Page 2: ... or manufacturing methods may warrant SCS UG CLIR7 VB1 Version B December 2006 Copyright 2006 Toshiba America Information Systems Inc Telecommunication Systems Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval systems wit...

Page 3: ...D 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 H...

Page 4: ...ve 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 warr...

Page 5: ...greeting 2 2 Recording your voice title 2 2 Recording your voicemail greeting 2 3 Using the Telephone Chapter 3 Placing Calls on the Phone 3 1 About placing calls on the phone 3 2 Using a phone other than your own 3 2 Using an IP phone 3 2 Dialing internal and external numbers 3 3 Entering account codes when placing calls 3 3 Dialing by name 3 4 Dialing a user s voicemail directly 3 4 Placing call...

Page 6: ...l 4 11 Unparking a call 4 11 Putting a call on silent hold 4 11 Sending a Flash command to Centrex or another PBX 4 11 Getting an internal dial tone 4 11 Entering an account code for a call 4 11 Using Toshiba digital feature phones 4 12 Using line appearances 4 12 Using custom mapped Strata CS commands 4 13 Chapter 5 Managing Voicemail and Your Account With the Phone 5 1 About managing your accoun...

Page 7: ...CS from a remote number 6 6 Receiving Strata CS calls at a remote number 6 6 Placing calls through Strata CS from a remote phone 6 7 If your remote phone is stuck on a Strata CS session 6 7 Using redial and other quick call commands when logged in 6 8 Using Strata CS ViewPoint remotely 6 8 Using ViewPoint remotely with a phone 6 9 Associating Viewpoint with a remote number 6 9 Imitating a station ...

Page 8: ...8 8 Elements of the ViewPoint window 8 9 The menu bar 8 9 The toolbar 8 9 The navigation pane 8 10 The view bar 8 11 The status bar 8 12 Hiding and showing ViewPoint window elements 8 12 Locking ViewPoint window elements 8 13 Customizing the ViewPoint display 8 13 ViewPoint folders 8 13 Working in multiple folders 8 14 Adding the Calls Pane to any open folder 8 15 Adding the Phonebook Pane to the ...

Page 9: ...ting personal status defaults 9 13 Changing the personal status of another user 9 14 Chapter 10 Using the Extensions List 10 1 Viewing Strata CS extensions 10 2 Extensions folder tabs 10 3 Extensions folder columns 10 3 Placing calls to an extension 10 5 Sending an instant message to an extension 10 5 Using instant messaging 10 6 Configuring instant messaging options 10 6 Disabling instant messagi...

Page 10: ...ng a call s history 11 17 Adding notes to a call 11 17 Preventing certain calls from ringing your phone 11 17 Incoming call indicators 11 18 Sharing your Call Monitor folder 11 19 Viewing shared calls 11 19 Chapter 12 Placing Calls in ViewPoint 12 1 Placing a call 12 2 Placing calls using the Dial bar 12 2 Using the Place Call To dialog box 12 3 Quick dialing from ViewPoint folders 12 6 Camping on...

Page 11: ...back the person who left a voice message 13 6 E mailing a voice message 13 6 Playing a voice message into a call 13 6 Opening the contact record from a voice message 13 6 Deleting voice messages 13 7 Associating a voice message from Unknown with a contact 13 7 Marking a voice message Unheard 13 7 Marking a voice message Urgent or Private 13 8 Adding notes to a voice message 13 8 Managing call reco...

Page 12: ...ng the Call Log 14 9 Reporting on the Call Log 14 10 Exporting the Call Log 14 10 Advanced Strata CS Features Chapter 15 Call Forwarding and Routing Lists 15 1 About call forwarding and routing lists 15 2 Call forwarding and Where I Am 15 2 Forwarding calls 15 3 Forwarding calls by using the telephone commands 15 3 Forwarding calls in ViewPoint 15 3 Receiving forwarded ACD workgroup calls 15 6 Pla...

Page 13: ...other folders 16 12 Using contacts in another contact manager 16 12 Using the Strata CS Contact Manager Assistant 16 13 Importing contacts from other contact managers into Strata CS 16 13 Using workgroups 16 13 Personal and public workgroups 16 15 The Workgroups folder 16 15 Creating a workgroup 16 15 Having a workgroup appear as an Extensions tab 16 16 Chapter 17 Using Call Rules 17 1 About call ...

Page 14: ...uring a digital feature phone 18 13 Customizing incoming call behavior 18 16 Customizing ISDN outbound Caller ID 18 17 Customizing SIP accounts 18 19 Customizing voice message behavior 18 20 Turning off stutter dial tone 18 20 Enabling a message waiting light 18 20 Setting voice message playback order 18 20 Playing a sound when a new message arrives 18 20 Customizing ViewPoint for Operators 18 21 ...

Page 15: ...t different phones B 4 Signing in and out of a queue B 5 To sign in or out of a queue B 5 Seeing whether you are signed in or out of a queue B 5 Receiving and handling queue calls B 6 Viewing your position in the queue B 6 Being monitored or coached by a supervisor B 6 Using the Call Monitor tabs B 7 Wrap up time B 8 Viewing queue activity B 8 Placing calls from a queue B 8 Determining whom you ar...

Page 16: ...alls D 4 Taking a break D 4 Listening to the ACD workgroup s voicemail D 4 Viewing the ACD workgroup s contacts and Call Log D 4 Appendix E Using the Strata CS Archived Recording Browser E 1 Running the Archived Recording Browser E 1 Searching for recordings E 2 Starting a new search E 2 Saving your current search E 8 Loading a saved search E 8 Managing individual recordings E 8 Acting on archived...

Page 17: ...hone notes F 8 Appendix G Using the eyeBeam SIP softphone G 1 About the eyebeam SIP softphone G 2 Recommended USB phones G 2 Before installing the eyeBeam softphone G 3 Installing and configuring an eyeBeam SIP softphone G 3 Launching the eyeBeam softphone G 6 Using eyeBeam with Strata CS G 7 Appendix H Logging On with Command Line Switches H 1 Using the station command H 2 Appendix I Reporting Pr...

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Page 19: ...Getting Started ...

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Page 21: ...CHAPTER 1 CHAPTER 1 INTRODUCING STRATA CS CHAPTER CONTENTS About Strata CS 1 2 Accessing Strata CS 1 2 Feature comparison table 1 4 Getting technical support 1 4 Strata CS documentation 1 5 ...

Page 22: ...u can access Strata CS by Using the telephone Using the Strata CS ViewPoint application Using Strata CS ViewPoint Web Access Using the TAPI Service Provider and the CMA Contact Manager Assistant Using the telephone Strata CS provides a sophisticated system of voice guided menus that enable you to access most Strata CS features by using the telephone commands on your telephone keypad You can press ...

Page 23: ...specific instructions about a ViewPoint Web Access folder See Using ViewPoint from any web browser on page 8 2 Using the TAPI Service Provider and the CMA If you make extensive use of contact management applications or customer relationship management software such as Microsoft Outlook GoldMine or GoldMine FrontOffice 2000 or Interact Commerce Corporation s Act you can install the TAPI Service Pro...

Page 24: ...hone ViewPoint ViewPoint Web Access CMA Managing voice messages Yes Yes Yes No Placing receiving and handling calls Yes Yes Yes Some Managing participants in conference calls No Yes No No Managing contacts No Yes Yes Yes Call announcing of contacts Yes Yes Yes No Screen pops for incoming calls N A Yes No Yes Managing workgroups No Yes Yes No Viewing the Extensions list No Yes Yes No Viewing the Ca...

Page 25: ...stallation process for upgrades and fresh installations and describes how to order telephone company services add licenses configure advanced settings and troubleshoot problems Administrators and Strata CS providers Yes Yes Installing Intel Telephony Components This manual covers the requirements and installation process for upgrades and fresh installations and describes how to change hardware and...

Page 26: ...ate sections for administrators and agents Includes instructions for running call center queues ACD workgroups and Strata CS call center reports Administrators Yes Yes Strata CS SDK and API Programming Guide This reference describes how to extend Strata CS s built in features using the Client API the Add in API the IVR Plug in API the Device Status API and TAPI Programmers Yes Yes Strata CS Quick ...

Page 27: ...res see the HTML or PDF books not the online Help Adobe Acrobat PDF books The PDF versions of Strata CS manuals are the same files that Toshiba sends to be professionally printed and can be used for your own printing or browsing They are available on the Strata CS Master CD in the Manuals directory To view and print these files use the Adobe Acrobat Reader available on the Strata CS Master CD in t...

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Page 29: ...R 2 CHAPTER 2 RECORDING YOUR VOICE TITLE AND VOICEMAIL GREETING CHAPTER CONTENTS About creating your voice title and voicemail greeting 2 2 Recording your voice title 2 2 Recording your voicemail greeting 2 3 ...

Page 30: ...ame search in the dial by name directory callers hear For voice title press 1 You call another Strata CS user the user that you are calling hears Call from voice title You leave a voice message for another Strata CS user your voice title precedes the message If you do not record a voice title you might be prompted to say your name when you call another Strata CS user who has call announcing turned...

Page 31: ...ss during the greeting to skip the rest of the greeting and begin leaving a message Your Strata CS account comes with an initial voicemail greeting that callers hear until you record a new one It says The person you have attempted to reach is unavailable Please leave a message after the tone When finished hang up or press the pound key for more options To leave a callback number press 7 If you nee...

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Page 33: ...Using the Telephone ...

Page 34: ......

Page 35: ...g calls on the phone 3 2 Dialing internal and external numbers 3 3 Dialing by name 3 4 Dialing a user s voicemail directly 3 4 Placing calls while you are already on a call 3 5 Placing calls with options 3 5 Placing calls to an IP address 3 6 Placing a page or intercom call 3 6 ...

Page 36: ...phone to place calls you are subject to that user s dialing restrictions outgoing Caller ID information and other settings and your calls are logged as being from that user To make sure that your calls are placed and logged as yourself do the following 1 Log on to the station by picking up the phone and entering your extension your password Your office may use an initial log on key other than Then...

Page 37: ... Ask your Strata CS system administrator what types of external calls you can place and what access codes you must use 1 Pick up your phone 2 Enter access code phone number Example In the U S if you want to call the external phone number 555 1212 you must dial 9 the usual access code before you dial 555 1212 Entering account codes when placing calls Depending on your office s configuration of Stra...

Page 38: ...ter the account code followed by After pressing you are returned to the call You can also enter an account code before dialing the call Press 11 at a dial tone and then enter the account code followed by When you hear the dial tone dial the phone number Dialing by name __________________________________________ You can dial another Strata CS user by name if you do not know the user s extension To ...

Page 39: ...n hold You can hang up the phone to end a call without losing your calls on hold 1 Hang up the phone or press Flash 3 to end the current call 2 If you hung up pick up the phone 3 Press Flash 4 You are connected to the call on hold If you have multiple calls on hold you will hear a menu from which you can pick the call to which you want to connect Placing calls with options ________________________...

Page 40: ...IP address entering stars instead of periods For example if your office s access code for dialing IP calls is 7 dial the IP address 255 75 119 49 as 7 255 75 119 49 Placing a page or intercom call _____________________________ You can use the 15 telephone command to page a group of users or place an intercom call to a single user When you create an intercom or page connection you hear a beep after...

Page 41: ...ith Do Not Disturb on page 5 10 With shared stations the personal status of the user currently logged in is the one used With all other personal statuses you can receive pages and intercom connections even if the Taking Calls field is set to No Paging and intercom considerations Keep the following in mind when making a page or intercom call Pages and intercom calls always connect to the receiving ...

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Page 43: ... 4 ANSWERING AND HANDLING CALLS ON THE PHONE CHAPTER CONTENTS About answering and handling calls on the phone 4 2 Answering Strata CS calls 4 2 Handling calls with the phone 4 6 Using Toshiba digital feature phones 4 12 ...

Page 44: ...section explains the following aspects of answering Strata CS calls on the phone Call announcing Call waiting Answering a call at another ringing phone Call announcing Call announcing enables you to screen incoming calls just by picking up the phone With call announcing you are not connected immediately to the caller Instead you hear Call from followed by a recording of the caller s name You can t...

Page 45: ... on callers who dial your extension hear a prompt that says Please say your name Strata CS records what the caller says and uses that recording to announce the call Callers who have voice titles recorded do not hear this prompt because Strata CS uses their voice titles to announce the call This applies to both Strata CS users and contacts For more information about Strata CS contacts see Chapter 1...

Page 46: ...n your workgroup To answer a ringing phone within your workgroup press 99 This command only works within public workgroups If multiple phones are ringing in workgroups to which you belong you are connected to the one that started ringing first For more information about workgroups see Using workgroups on page 16 13 Using hands free answering Hands free answering is an aid for headset and speakerph...

Page 47: ... are using call announcing you can send a call directly to voicemail by pressing 2 at the call announcing prompt or to the next action on your routing list by pressing Flash 3 See Call announcing on page 4 2 Manually by the caller without call announcing If you are not using call announcing the caller has a 10 second window after the call is connected in which they can press to go to the next acti...

Page 48: ...urn voice first answering on or off press 12 at dial tone You hear Voice first answering is on or voice first answering is off You can also turn voice first answering on and off using ViewPoint See Enabling and disabling voice first answering on page 18 12 Handling calls with the phone ______________________________ The remaining sections in this chapter describe how to perform the following tasks...

Page 49: ...od of time To disable ringback or change the ringback time see Turning ringback for calls on hold on and off on page 18 9 Use the Flash button rather than the Hold button on your phone With Flash callers hear music if your system has music on hold set up If you use your phone s Hold button callers hear nothing Flash Call handling Commands 1 Transfer the call 2 Send the call to voicemail 3 Disconne...

Page 50: ...all If you do not know the extension press 411 and select the recipient by name When dialing an external number include the access code for example 9 3 Wait for an answer If the recipient answers introduce the call The caller remains on hold 4 Do one of the following To complete the transfer when the recipient agrees to accept the call hang up or press Flash 2 The call is transferred to the recipi...

Page 51: ...ress Flash 4 Supervised transfer Speak to the recipient as necessary to announce the transfer To complete the transfer press Flash 2 and then press 4 to return to any calls on hold Sending a call to voicemail You can send a call directly to your voicemail or the voicemail of any user 1 Press Flash 2 2 Enter the extension of the voice mailbox to which you want to send the call 3 Hang up Recording a...

Page 52: ...ll from separate calls You can also create a conference call from separate individual calls by pressing Flash 5 When you hear the call waiting beep for an incoming call you can conference that call with your current call After the call waiting beep press Flash 4 Notes Depending on how your administrator has configured your Strata CS Server up to 4 7 12 or 60 parties can participate in a conference...

Page 53: ...a CS Use this command if you are using Strata CS with Centrex phone lines or with a remote PBX For example on a Centrex system you must press Flash 8 before you can access Centrex features such as transferring within the Centrex group You can also use the Flash 8 command to respond to a call waiting tone from your telephone company This tone is different than a call waiting tone sent by Strata CS ...

Page 54: ...ces as there are programmable buttons on your phone There are two types of line appearances Primary Directory Numbers PDNs These are lines assigned to you Secondary Directory Numbers SDNs These are lines that are mapped to another user s PDNs so that the line is shared between the two of you When a call is ringing on an SDN either you or the other user can pick up It is common to have several SDNs...

Page 55: ...ature phone on page 18 13 Once a feature has been mapped to a programmable button you can simply press the button to activate the feature For example pressing a button mapped to the Do Not Disturb feature turns on the Do Not Disturb personal status Speed Dial with illuminated buttons If your system has enabled the Busy Lamp Field BLF feature and you map a programmable button to Speed Dial a Strata...

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Page 57: ...t voicemail 5 2 Listening to and managing your voicemail 5 4 Sending a message directly to a user s voicemail 5 6 Managing your greetings using the phone 5 7 Forwarding your calls using the phone 5 9 Sending your calls straight to voicemail with Do Not Disturb 5 10 Selecting a personal status on the phone 5 10 Changing your password 5 10 ...

Page 58: ...ar in your Inbox folder For instructions on listening to them see Listening to and managing your voicemail on page 5 4 Your Strata CS account comes with two voicemail folders the Inbox folder and the Saved folder When you use the Save command 6 on a voice message in the Inbox folder the message is moved to the Saved folder You can add new voicemail folders using Viewpoint see Organizing items in f...

Page 59: ...ou or call you whenever you receive a new voice message You can choose to be notified only for Urgent messages and you can schedule notification to occur only during the times you want You can set up notification in ViewPoint See E mail pager and call notifications on page 13 12 If you do not have ViewPoint your Strata CS system administrator can set up e mail and pager notification for you Note I...

Page 60: ...as played Voice Message Commands Use while or after a message plays 1 Replay the message 2 Skip to the next message 3 Delete or undelete the message 4 1 Reply to the message 2 Forward the message 3 Call back the person who left the message 4 Call back the person who left the message and delete the message 5 Skip to the previous message 6 Save this message to the Saved folder 7 Skip back 4 seconds ...

Page 61: ...essage plays 2 If the message was sent to multiple recipients you can reply to the sender only or to the sender and all recipients To reply to the sender only press 1 To reply to the sender and all recipients press 2 3 At the tone record your reply message Press when you are done 4 Press 1 to send your reply See the table on page 5 4 for other options Forwarding a voice message When you forward a ...

Page 62: ...th the caller press 2 If the caller is a Strata CS contact the list includes all the contact s numbers See Managing contacts on page 16 4 After talking to the caller if you remain on the phone you will be returned to the voice message menu so that you can delete the message or move on to the next message To end a call and remain on the phone bypassing the voice message menu press Flash 3 or wait f...

Page 63: ... greeting that currently plays to callers is called the active greeting You can designate a new active greeting at any time Note You can record greetings for special situations for example greetings for when you re on the phone see Handling busy station calls differently than calls not answered on page 15 14 or when someone important calls see Chapter 17 Using Call Rules For instructions on record...

Page 64: ...tings folder with the name Greeting You can give the greeting a name using ViewPoint see Managing folders and items on page 8 16 Available space for greetings Your Strata CS system administrator has allocated a limited amount of disk space on the Strata CS Server for your greetings and all of your voicemail If your existing greetings fill the space allocated to you you cannot record a new greeting...

Page 65: ...es are shown for clarity Note You can enter to force a 2 second pause in dialing for example between the number and an extension 3 Follow the prompts to confirm the number you entered Note You can use a shortcut to forward your calls to the phone where you are Log on to your account from that phone and then press 5 1 Turning call forwarding off To turn call forwarding off log on to your account an...

Page 66: ...rding your calls and changing your greeting It also appears visually in ViewPoint letting your colleagues know your current status See Chapter 9 for detailed information about personal statuses To select a personal status on the telephone 1 Press and log on 2 Press 6 1 and then press 1 for Available 2 for Do Not Disturb see the previous section 3 for In a Meeting 4 for Out of the Office 5 for On V...

Page 67: ...e phone 6 2 Tips for all remote phone use 6 5 Using Strata CS from a remote number without ViewPoint 6 5 Using Strata CS ViewPoint remotely 6 8 Associating Viewpoint with a remote number 6 9 Using an external station 6 10 Configuring an external station 6 12 Changing your external station number with 17 6 15 ...

Page 68: ...e Associating Viewpoint with a remote number on page 6 9 By specifying the remote number when logging onto ViewPoint you can use ViewPoint to play voice messages make and play recordings place outbound calls and take calls you see in the Call Monitor When performing any of these ViewPoint actions Strata CS rings your remote phone s number to connect you to the chosen procedure Note that calls plac...

Page 69: ...must log on first Yes Receive calls Via call forwarding Yes Yes Strata CS dial tone when you pick up the phone IP phones only IP phones only Yes Call waiting Only with Imitate a station turned on Yes Yes Hands free answering No Yes Yes Receive pages intercom calls voice first answering No SIP phones Yes others with hands free answering on Yes Call screening w password prompting Only with Imitate a...

Page 70: ...Only with Imitate a station turned on Yes Yes Manage calls transfer conference record etc you receive at any number in your routing list including call forwarding Only with Imitate a station turned on Only with Imitate a station turned on Only with Imitate a station turned on Feature Remote Number External Station Internal Station Cell phone home phone legacy PBX station IP Phone cell phone home p...

Page 71: ... messages at a remote phone You can have Strata CS automatically call you when you receive a new voice message so that you can hear the message as soon as it arrives For instructions on setting up call notification of new voice messages see Setting up call notifications on page 13 14 If you are using call notifications you can log on and change the phone number to which notification calls are sent...

Page 72: ...e session If you pick up your phone again before that period is over Strata CS still controls the line and assumes that you are calling from within the system Therefore any number you dial will be treated as if it were an extension within Strata CS Logging on from a voicemail greeting When you call a Strata CS extension and get voicemail you may be able to press 9 during the voicemail greeting to ...

Page 73: ... you can dial Strata CS extensions and use the telephone commands beginning with see Quick call commands on page A 3 When placing calls through Strata CS press 3 to end each call instead of hanging up the phone If you hang up you must call your office and log on again if you want to place more outgoing calls through Strata CS Pressing 3 eliminates the need to call your office again because you rem...

Page 74: ... you placed while remote Using Strata CS ViewPoint remotely _________________________ There are two ways to use ViewPoint from a remote computer a computer not on your office network ViewPoint Web Access If your office has set up Strata CS Web Services you can access a version of Strata CS ViewPoint using a web browser from any computer with an Internet connection Simply type the URL address of Vi...

Page 75: ...u to the call being placed Because Strata CS is placing the call your office is charged for it The call is logged in your Call Log Receiving calls You can use the Take Call command on any ringing call that you see in the Call Monitor Because your remote phone is not an external station you must still forward your calls to it though you can do that as part of the login process see the procedure bel...

Page 76: ...ViewPoint control Note When using this setting Strata CS uses your station s call screening options as specified in Tools Options on the Phone Call Announcing tab Any call screening options you specified for call forwarding or your routing list are ignored Using an external station___________________________________ If your system administrator has defined your IP phone home phone cell phone or ot...

Page 77: ...following procedures to place outbound Strata CS calls Using ViewPoint Use any ViewPoint command to place the call Your external station rings to connect you to the call Using the phone 1 Call your office from the external station and log on to your account See Logging on to Strata CS from a remote number on page 6 6 2 Press to get an internal dial tone Then do one of the following To place the ca...

Page 78: ...3 Click Station ID and enter your external station ID Your system administrator can tell you what it is 4 Click OK Configuring an external station _____________________________ With the proper permission you can use ViewPoint to change the configuration of your external station For example you can specify a different phone number or IP address or change the type of remote phone you have from an IP...

Page 79: ...ne For more information see Using dialing services on page 12 8 5 Enter the external station s phone number in Number or for IP phones the phone s IP address in Address 6 Check Stutter dial tone to have the phone alert you to new voice messages by stuttering the dial tone when you first pick up 7 Check Disconnect when idle to disconnect calls immediately when you end a call If unchecked Strata CS ...

Page 80: ... portion of the user s SIP URI for example vwilliams in sip vwilliams www vertical com This field uniquely identifies the phone on the Strata CS SIP span so whatever text is specified here must also be entered in the SIP phone s Username field when you configure the phone SIP URI Choose this method if your SIP phone is registered with a non Strata CS SIP service such as www broadvoice com or fwd p...

Page 81: ...hone does not provide an external dial tone until you have dialed the full number After dialing the number you should press Dial or Send otherwise there will be a 3 to 4 second delay before the call is placed Changing your external station number with 17_______________ If you have an external station you can use the telephone commands to change its location for example from your home to your cell ...

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Page 83: ...CHAPTER 7 SHARING STATIONS CHAPTER CONTENTS About sharing stations 7 2 Placing outbound calls from shared stations 7 2 Distinguishing incoming calls to a shared station 7 3 Shared stations and personal status 7 3 ...

Page 84: ... an outbound call from the station Strata CS assumes it s the user who is logged in and handles the call as follows The call is subject to that user s dialing permissions and restrictions The call is logged in the Call Log as placed by that user If you are using a shared station before placing calls you should make sure that you are logged in to the station To log on do the following 1 Pick up the...

Page 85: ...e call using the standard call announcing commands see Answering a call using call announcing on page 4 2 Note that pressing 2 or 3 sends the call to the voice mailbox of the user it is for To turn on call for announcing 1 In Strata CS ViewPoint choose Tools Options 2 In the Options dialog box click the Call Announcing tab 3 Check Announce who the call is for 4 Click OK Distinct ring patterns You ...

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Page 87: ...Using ViewPoint ...

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Page 89: ...ewPoint from any web browser 8 2 Logging on to ViewPoint 8 3 Exiting ViewPoint 8 8 Elements of the ViewPoint window 8 9 ViewPoint folders 8 13 Managing folders and items 8 16 Organizing items in folders 8 21 Sharing folders 8 24 Using the audio controls 8 27 Importing and exporting Strata CS items 8 28 ...

Page 90: ... Using ViewPoint in Spanish German French Parisian or French Canadian You can have the Strata CS ViewPoint interface display in Spanish German French Parisian or French Canadian To do so use the Windows Control Panel to set your Windows Regional Settings to the desired language You will need to restart ViewPoint if it was open Using ViewPoint from any web browser ______________________ Strata CS V...

Page 91: ...f logging on to the Strata CS ViewPoint in future sessions check Automatically log on as this user Note If you check Automatically log on as this user anyone at your computer can open your ViewPoint program and listen to your voice messages because ViewPoint will open without requiring a password 5 If you need to change login options for example to use ViewPoint with a remote phone click Options S...

Page 92: ...rvers are available on your network you can change the Server to which ViewPoint is connected You must also change the Server if the network name of its computer has changed To change ViewPoint login options 1 Start the ViewPoint program as described in the previous section If your system logs you on automatically choose File Use a different station after you start ViewPoint The expanded ViewPoint...

Page 93: ... as high audio quality as the SIP softphone See Appendix F Using the Strata CS H 323 SoftPhone None Choose this option to use ViewPoint without an associated phone ViewPoint commands that require a phone for example placing a call will be unavailable 3 In Server type the network name of a Strata CS Server computer on your network or click to select one 4 Click OK Specifying options for a remote nu...

Page 94: ...erently for a station and a remote number 1 Choose one of the following options Use station n as a visitor This option appears only if you specified another user s station as your associated phone for example you are logging on at another user s desk The phone remains set for its normal user but ViewPoint is set for you Calls you place and receive using the phone use the normal user s account for ...

Page 95: ...ature makes it easy to log on to another user s account from your ViewPoint or to move ViewPoint from one phone to another To log on to another user s account you must know the other user s password To log on as a different user choose File Log on as a different user The Strata CS ViewPoint Log On dialog box opens See Logging on to ViewPoint on page 8 3 To change ViewPoint s associated phone choos...

Page 96: ...g Close To view a tip of the day at any time or reset its startup status choose Help Tip of the Day Watching the ViewPoint Quick Tour To watch the ViewPoint Quick Tour an animated introduction to ViewPoint start ViewPoint and choose Help Strata CS Quick Tour Exiting ViewPoint_________________________________________ To exit ViewPoint choose File Exit If you are at another user s desk exiting logs ...

Page 97: ...detach it The toolbar The toolbar directly under the menu bar in each folder provides single click access to frequently used Strata CS commands Some folders contain toolbar buttons that are not found in other folders The following illustration shows the toolbar for the Voicemail folder In any folder clicking the left most toolbar button creates a new item for that folder For example in the Call Mo...

Page 98: ... folder in the navigation pane to open that folder in the ViewPoint main window The navigation pane is made up of the Favorite Folders list and below it the navigation bar You can expand the navigation bar or Favorite Folders list by dragging the separator bar between them As you shrink the navigation bar its icons minimize and appear at the bottom ...

Page 99: ... gives you point and click access to every available folder Folders that contain other folders are marked with an expansion symbol a plus or minus sign Click the symbol to open or close the folder Note In the Folder List the Extensions folder appears under Public Folders Customizing the navigation pane To add or remove buttons from the navigation pane click the small arrow icon in the lower right ...

Page 100: ...ogged in calls you place using the phone will be subject to that user s dialing restrictions and logged as coming from that user To restore the station to yourself pick up the phone and dial 00 Personal Status The current personal status of the user logged on to ViewPoint Click the personal status button to choose a different personal status See Chapter 9 for information on personal statuses Audio...

Page 101: ... information ViewPoint folders_______________________________________________________________ The Strata CS ViewPoint contains folders which appear in the main part of ViewPoint window and give you access to specific Strata CS functions Important Some folders may not be available to you Your Strata CS system administrator controls which folders your ViewPoint program displays To open a folder do o...

Page 102: ...nts and view real time queue statistics Configuration Call Rules Set up custom call handling for individual callers or for specific dates or times Configuration Greetings Record your voice mail greetings and change the active greeting Configuration Personal Statuses Manage personal statuses that communicate your location and availability to your coworkers and control how your incoming calls are ha...

Page 103: ...ding the Phonebook Pane to the Call Monitor folder lets you perform drag and drop call handling operations between the pane and the Call Monitor See Dragging and dropping items on page 8 19 With the Extensions folder you can see whether a user is on the phone before placing a call to him or her To add the Phonebook Pane to the Call Monitor folder choose View PhoneBook Pane and then select a locati...

Page 104: ... example one contact appears on each row in the Contacts folder This section explains the following Using commands in folders Managing items in folders Printing items in folders Using commands in folders Strata CS s commands appear in each ViewPoint view as follows Choose a command on the folder s menu bar For example in the Inbox folder of the Voicemail folder choose the Actions menu and click a ...

Page 105: ...der 2 Choose Edit Copy 3 Choose Edit Paste A Contact dialog box opens Copy of item that you copied appears in the title bar of the dialog box The dialog box contains a duplicate of the selected item s information such as name phone number and so forth You can use this information as a basis for creating a new item 4 Enter the information about the new item in the dialog box 5 Click OK to save the ...

Page 106: ...click the item The item s dialog box opens 2 In the Name field type a new name for the item 3 Click OK Cutting and pasting items Cutting a row in the Contacts Greetings Routing Lists Personal Statuses Call Rules and Workgroups folders deletes the item on that row and places it on the clipboard To create a new item based on an existing item and delete the existing item 1 Select the item that you wa...

Page 107: ...u drag an active call in your Call Monitor onto a user in the Extensions tab of the Phonebook pane the call transfers to that user Conversely you can drag a user from the Phonebook pane to the Call Monitor to call that user The following table lists the drag and drop actions you can perform in the Strata CS ViewPoint The From column shows the items you can click and drag The To column shows the de...

Page 108: ...og box Empty Call Monitor Places a call to the default phone number Opens the Place Call To dialog box Folder Moves the contact to the folder Opens the Move Item dialog box Copies the folder Folder Folder Moves the folder to another folder Opens the Move Folder dialog box Contact Moves the folder to the Contacts folder Opens the Move Folder dialog box Voice Messages Moves the folder to the voice M...

Page 109: ...thin the Voicemail and Contacts folders You can create as many folders as you want and you can nest folders within other folders The Voicemail folder contains one folder already created the Saved folder When you listen to a voice message on the telephone and save it the message is moved into the Saved folder Voice Message Call Conferences the message sender with the call Opens the Conference dialo...

Page 110: ...that support subfolders are the Voicemail folder and the Contacts folder Creating folders 1 Choose File Folder New Folder The Create New Folder dialog box opens 2 Under Name type a name for the new folder 3 Under Select where to place the folder click the folder within which you want to place the new folder The folders that support subfolders are the Voicemail folder and the Contacts folder 4 Clic...

Page 111: ...g the Deleted folder The Deleted folder contains voice messages that you have deleted from the Voicemail folder Items in the Deleted folder continue to be stored in the limited space that has been allocated to you for your voice files To regain space for more voice messages or other voice files empty your Deleted folder To view the contents of the Deleted folder click it in the Folder List Emptyin...

Page 112: ... can access the folders that you share with them from their ViewPoint programs according to access levels that you specify You can grant individual users specific levels of access to your shared folders Example If you and two coworkers are working on the Gould project you can create a Contacts folder called Gould in which you keep important contacts at the Gould office You can share the Gould fold...

Page 113: ...s are moved to the Share with these users list 5 To change the access level for a user select the user in the Share with these users list and then select one of the following from the Permission dropdown list View only The user can view or listen to items in this folder but cannot edit or delete them View and Edit The user can view listen to edit delete and move items in this folder 6 Click Apply ...

Page 114: ... the bottom of the Folder List and select the folder of the other user Deleting shared items If you have permission to do so you can delete voice messages from folders that other users have shared with you If those users also shared their Deleted folders with you the message moves to their Deleted folders If not the message is permanently removed ...

Page 115: ... phone ViewPoint displays a message identifying the station ID being rung Station IDs over 16 000 correspond to external stations created with the Imitate a station routing list option See Imitating a station at a remote number on page 6 10 Using voice message bookmarks You can set bookmarks in voice messages by dragging the arrows that appear under the slider bar When you play a message you have ...

Page 116: ...a CS From a CSV file generated from another contact manager such as Microsoft Outlook You can export contacts from Strata CS to a CSV file that you can import into another Strata CS ViewPoint Outlook GoldMine FrontOffice 2000 Act or other contact management software Import You can import a voice file in WAV or VOX format to use for any ViewPoint recording greetings voice titles and so on Strata CS...

Page 117: ...SV file the contact from the file will replace the existing Strata CS contact Allow duplicates to be created If Strata CS finds a duplicate contact in the CSV file it will import all contacts even those that are duplicates of Strata CS contacts Do not import duplicate items If Strata CS finds duplicate contacts in the CSV file it will not import them 6 Select Use phone numbers as caller identifica...

Page 118: ...ich you want the values to appear Drag unwanted default field mapping from the right pane to the left pane Click Previous or Next to view other records in the CSV file Click Clear Map to remove all mapping from the right pane Click Default Map to restore the default mapping When you are finished mapping fields click OK 10 Click Next in the Import and Export Wizard and then click Finish The contact...

Page 119: ... and Export Wizard opens 2 Under Choose an action to perform select Export Contacts and then click Next 3 In Save exported file as browse to the folder in which you want to save the CSV file 4 In Source folder choose the Contacts file that you want to export and then click Next 5 Click Finish The CSV file is exported ...

Page 120: ...izard opens 2 Under Choose an action to perform select Export Extensions and click Next 3 Under Save exported file as browse to the folder in which you want to save the CSV file 4 Under Filter choose the extensions or workgroups that you want to export and then click Next 5 Click Finish to complete the export or Cancel to close the Wizard without performing any action ...

Page 121: ...oose File Import and Export The Import and Export Wizard opens 2 Click Export Call Log and then click Next 3 Click Browse and then specify a file name and destination for the Call Log file 4 Enter the Start Date and the End Date for the portion of the Call Log that you want to export 5 Click Next and then click Finish The portion of the Call Log that you specified is saved to the CSV file ...

Page 122: ...e Use the following table to interpret the result codes Code Result 1 Connected user hung up 2 Connected user was hung up upon 3 Abandoned 4 Left message 5 Blind transfer 6 Supervised transfer 8 Login to user account 9 Call was sent directly to voicemail 10 No answer 12 Login failed the maximum number of times ...

Page 123: ...g predefined personal statuses 9 3 Selecting a personal status 9 5 Modifying a personal status 9 6 Creating a custom personal status 9 6 The Personal Statuses folder 9 9 Personal status and your active settings 9 9 Personal status defaults 9 12 Changing the personal status of another user 9 14 ...

Page 124: ... forwarding your calls See Forwarding calls on page 15 3 Taking calls determines whether your phone rings when calls arrive Queue calls is a setting for call center agents that determines whether or not the queue sends them calls See Appendix B Routing List specifies the routing list that Strata CS uses to process calls For more information about routing lists see Using routing lists on page 15 7 ...

Page 125: ...llowing table lists the predefined personal statuses that are available to all users Icon Status Description Available Lets people know that you are available to take calls All calls ring your phone You can turn call forwarding on if you want to take calls at a different location for example if you are working from home Call center agents can use this status to make themselves available For more c...

Page 126: ...eting that tells callers where you are if you are forwarding your calls and so on Out of the Office On Vacation Icon Status Description Available Queue Only This status or the Available status makes you available When you select this status the queue begins sending calls to you With this status only queue calls ring your phone Non queue calls are sent directly to your voicemail To have all your ca...

Page 127: ... a personal status and then choose Actions Set as Active You can configure a personal status so that it prompts you to change its settings whenever you select it Doing this makes it easier for you to change your call forwarding or greeting each time that you select that personal status For example you may want to specify a different forwarding number every time you select the Out of the Office per...

Page 128: ...ctly to the final action of your routing list usually your voicemail without ringing your phone Available The Taking calls preference is fixed at Yes this status always implies that you are ready to take calls Available and Available Queue Only for call center agents The Queue calls preference is always set to Yes For more information see Appendix B You cannot delete or rename predefined personal ...

Page 129: ...tem or Default Selecting Default uses the item that is your current personal status default which is shown in parentheses See Personal status defaults on page 9 12 for more information Note If you change your personal status default all call handling preferences set to Default are updated Under Where I Am use the dropdown list to specify the phone to which your incoming calls are sent For more inf...

Page 130: ... Routing List that your calls use when you select this personal status To create a new routing list click To edit a routing list in the list select it and then press ALT while clicking For more information about routing lists see Using routing lists on page 15 7 Select the Greeting played to callers when they reach your voice mailbox To record a new greeting click To rerecord a greeting in the lis...

Page 131: ... the Extensions list Personal status and your active settings _____________________ When you select a personal status its preferences are copied to your active settings Your active settings are all the settings that taken together determine how Strata CS handles your incoming calls They are The currently active personal status Where I Am the phone that rings for your incoming calls Active greeting...

Page 132: ...access to all your active settings in one place Changes you make in this dialog box become your new active settings and remain active until something else changes them for example until you select a new personal status or change the active greeting in the Greetings folder You can use the Active Settings dialog box in the following ways See at a glance all your current active settings so that you k...

Page 133: ...to follow your Standard routing list The Routing List setting in this dialog box changes to reflect this choice Note Checking this box is equivalent to choosing Tools Ignore Call Rules whenever this personal status is selected With the box unchecked your call rules might cause some callers to hear greetings other than the one specified here 4 When you are done click OK If the active settings are d...

Page 134: ...outing list active When you are done using that personal status you might want your active greeting and routing list to revert to what they were before Personal status defaults are a way of accomplishing this Personal status defaults specify the greeting and the routing list that become active when you select a personal status that has no greeting or routing list preference Only one greeting and o...

Page 135: ...se the following procedures to Set a personal status default greeting and routing list Set a personal status to use your default greeting and routing list To designate a greeting or routing list as the personal status default 1 Open the Greetings folder or the Routing Lists folder and double click the item that you want to be the personal status default 2 In the dialog box for that item check Defa...

Page 136: ...t want to log on to Strata CS themselves For example a secretary can change the personal status for the boss or the user who is acting as the Operator user can change the Operator s personal status without logging on as the Operator user To change another user s personal status 1 In the Extensions list right click the user 2 Choose Apply Personal Status and click a personal status The Enter Passwo...

Page 137: ...E EXTENSIONS LIST CHAPTER CONTENTS Viewing Strata CS extensions 10 2 Placing calls to an extension 10 5 Sending an instant message to an extension 10 5 Changing another user s personal status 10 6 Exporting the Extensions list 10 6 ...

Page 138: ...on to do so Note You can display the Extensions list in the Call Monitor for quick access including drag and drop calling See Adding the Phonebook Pane to the Call Monitor folder on page 8 15 A glance at the Extensions list can tell you A user s extension number Whether a user is currently on a call A user s current personal status Whether a user has call forwarding turned on and the location to w...

Page 139: ...oup See Using workgroups on page 16 13 Queue tabs If you are an agent in call center queues the Extensions folder contains a tab for each queue Click the tab to see the agents who are members of that queue Extensions folder columns The following table shows the columns that are available in the Extensions folder To show or hide columns see Showing and hiding columns on page 18 22 Column Descriptio...

Page 140: ...is the number used to dial the user directly from an outside line Forwarding If the user has turned on call forwarding this is the extension to which calls are forwarded If the user s calls are being forwarded to an outside phone number External number is displayed Location Shows the name of the Strata CS Server with which the user is associated Organization Shows the user s Organization if any Qu...

Page 141: ...alog box opens 2 Click the View tab 3 Under Display Call Monitor in the following situations check Placing new calls from Contacts or Extensions 4 Click OK Sending an instant message to an extension__________________ ViewPoint supports simple secure user to user instant messaging With instant messaging you can initiate a real time typed conversation between yourself and another user who is running...

Page 142: ...nd clicking Options Disabling instant messaging Instant messaging is a ViewPoint Add in that is installed and enabled by default To disable instant messaging so that you cannot send or receive instant messages do the following 1 Choose Tools Add in Manager 2 Select the Strata CS Instant Messaging Add in 3 Uncheck Enabled 4 Click OK For more information about Add ins see Enhancing ViewPoint with Ad...

Page 143: ...ng the Call Monitor folder automatically 11 5 Selecting and acting on a call in the Call Monitor folder 11 6 Commands while a call is ringing 11 7 Commands while you re on a call 11 9 Preventing certain calls from ringing your phone 11 17 Incoming call indicators 11 18 Sharing your Call Monitor folder 11 19 ...

Page 144: ...tarting a conference Each row in the Call Monitor folder is an item that contains information about one call or one party in a call Conference calls appear as a grouped item with each party to the conference call as a separate indented row For an explanation of Call Monitor folder columns press F1 for online Help For information about changing the Call Monitor folder columns that are displayed see...

Page 145: ...rded the call is identified in the Owner column and calls to your DID number if you have one All tab The All tab appears if any other tabs in addition to the My Phone tab appear in your Call Monitor The All tab allows you to see all calls for all tabs in one place Parked tab The Parked tab shows all current parked calls Queue tab If you are an agent in a call center queue all the current calls for...

Page 146: ...ng calls see Parking a call on page 11 15 4 Click OK Using the My Phone tab to handle calls After you answer a call the Call Monitor automatically switches to the My Phone tab The My Phone tab is the only tab from which you can perform call handling commands on a call If you select an active call in another tab the call handling commands are unavailable Displaying calls on the All tab By default t...

Page 147: ...eral columns that show detailed information about a call such as Trunk Name and Target Station Some of the columns are hidden by default For an explanation of the columns press F1 in the Call Monitor folder for its online Help For instructions on hiding and showing columns see Customizing columns on page 18 22 Viewing a custom data column in the Call Monitor If your Strata CS system is configured ...

Page 148: ... choose a command on the shortcut menu This option is often the fastest way of choosing a command but it may be difficult to do so during times when phone traffic is heavy This is due to the fact that calls change position in the Call Monitor folder as new calls arrive and transferred calls leave the Call Monitor folder Click a button on the toolbar Choose a command from the Actions menu Press Ent...

Page 149: ...the call put it on hold without talking to the caller first Transfer the call without talking to the caller first Taking the call If you are already on another call select the incoming call and choose Actions Take Call Your current call is put on hold You can easily move among multiple calls by choosing Take Call again When you use Take Call in the Call Monitor folder call announcing is not used H...

Page 150: ...ying to reach is on another call To hold for your party remain on the line Otherwise to leave a message press 1 To end this call press 2 You can rerecord this greeting to say for example This is Angela I am on another call right now but if you hold for a moment I will be right with you The options that callers hear with this greeting are contained in a separate prompt that only your Strata CS syst...

Page 151: ...for each of these commands appear in the following sections You can also include the call as part of a conference call See Creating conference calls on page 12 12 Important To perform a Call Monitor command on a call you must select the call in the My Phone tab The commands are unavailable from other tabs See Call Monitor folder tabs on page 11 3 Putting a call on hold To put a call on hold select...

Page 152: ...ee Turning ringback for calls on hold on and off on page 18 9 Notes If you are a call center agent the ringback time for your queue calls is defined separately by your queue administrator Ringback is available at external stations but not other remote phones Transferring a call The Call Monitor folder allows you to easily transfer a call to any party either another Strata CS user or someone at an ...

Page 153: ...sfer The Transfer To dialog box opens 3 Select the person or enter the number to which to you want to transfer the call See Placing a call on page 12 2 for instructions Note You may be prohibited from transferring an external caller to an external number See your Strata CS system administrator for more information 4 If you are transferring the call to an external number select the dialing service ...

Page 154: ...resizing the Transfer To dialog box by showing and hiding columns and by sorting calls by column See Customizing ViewPoint for Operators on page 18 21 Recording a call If your Strata CS system administrator has given you the required permission you can record your Strata CS conversations including conference calls By default recordings appear in your Voicemail Inbox folder although the system may ...

Page 155: ...ying recorded audio into a call You can play greetings or voice messages into a call Both parties hear the audio recording You can use this feature to store and play pre recorded information such as long Hello greetings when you answer the phone or later in the call for such things as driving directions You can also play your voice messages to a caller to discuss the contents of a message while on...

Page 156: ...lowing Current call Plays the audio into your current call Other call Lets you choose the call into which the audio plays Select the call in the Play audio into call dialog box and click OK To stop playing audio into a call In the Call Monitor choose Actions Insert Audio Stop Audio Associating a call with a contact Unidentified calls appear in the Call Monitor folder as being from Unknown You can ...

Page 157: ...l Monitor that shows all parked calls See Showing hiding and reordering Call Monitor tabs on page 11 4 You can also answer a parked call by picking up a Strata CS phone pressing 92 and then entering the orbit number If no one answers the parked call By default if no one answers a call that you parked Strata CS rings your phone to connect you to the caller If you do not answer the ringback is repea...

Page 158: ...tically when an incoming call arrives See Other options for incoming calls on page 11 18 Disconnecting a call while staying on the phone You can disconnect a call without hanging up the phone Select the call and then choose Actions Disconnect This command disconnects the caller and provides you with a dial tone This command is useful if You want to disconnect a single party in a conference call Ha...

Page 159: ...ew or edit the notes for the call in the Call Log folder see Chapter 14 Using the Call Log Folder Preventing certain calls from ringing your phone ______________ You can prevent certain types of calls from ringing your phone as follows All calls Select the Do Not Disturb personal status which sends all your incoming calls directly to voicemail without ringing your phone See Sending your calls stra...

Page 160: ...or more information Call waiting When you are on a call Strata CS alerts you of an incoming call by playing the call waiting tone two beeps See Call waiting on page 4 3 for more information Caller ID display If you have a telephone with a Caller ID display you can use it to see the Caller ID of the incoming call See Displaying Caller ID on a phone on page 18 8 for more information Customized ring ...

Page 161: ...can screen all your calls and pick up routine calls while letting important calls go through to you directly Example A manager shares calls with an assistant so that the assistant can see the manager s calls Based on the caller s name or number the assistant lets some calls go through answers other calls and sends some calls directly to the manager s voicemail If another call arrives while the man...

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Page 163: ...dialing services 12 8 Redialing numbers and returning calls 12 10 Displaying the Call Monitor when you place a call 12 10 Creating Windows shortcuts to speed dial a number 12 10 Creating conference calls 12 12 Supervising other users calls 12 14 Using the Strata CS or eyeBeam softphones 12 15 ...

Page 164: ...rp com anywhere you could enter a phone number In cases where you must select a dialing service you must select an H 323 service for H 323 calls or a SIP service for SIP calls Placing calls using the Dial bar ViewPoint has a Dial bar on the menu bar that you can use to place calls To place a call using the Dial bar 1 Type either of the following in the Dial bar The number to dial If it is an exter...

Page 165: ...s you to place a call It is not as efficient as using the Dial bar if you know the person s name or number or the Call Monitor s Phonebook pane 1 Choose File New Call The Place Call To dialog box opens 2 Enter or select the number to dial in one of the following ways Enter the number to dial in the Name Number or Name Extension field You can also type the name of a contact or user When specifying ...

Page 166: ...ection Entering My Numbers Note To verify that the phone number is entered in a correct format click 3 To enter an account code for the call type a vertical bar character after the number followed by the account code 4 If you are placing a call to an external number make sure that the appropriate dialing service is selected on the Call Using dropdown list see the section Using dialing services on ...

Page 167: ...blic numbers your name appears in the From column and can be used to identify you for example by other users call rules If unchecked calls from the number display as from Unknown Note In cases where the same number is defined in different places Strata CS chooses the name to display by prioritizing as follows 1 a user s public number 2 a public contact 3 a private contact Other programs can access...

Page 168: ...nt folders Speed dialing by double clicking In the Extensions list double clicking an extension speed dials that extension In the Contacts folder double clicking a contact may speed dial the contact s default number depending on how you have configured your Contacts folder see Defining double click behavior in the Contacts folder on page 18 22 To quick dial Use this folder Notes A user or other ex...

Page 169: ...l bar When dropped Strata CS places the call using the default phone number or Internet dialing service You can also drag and drop any phone number or IP address that appears in text either in the Notes pane of a ViewPoint folder or in another Windows application for example an Outlook e mail or an web page in Internet Explorer To do so simply select the phone number and drag it into the ViewPoint...

Page 170: ...ntering phone numbers using various types of dialing service Whenever ViewPoint prompts you to enter a number you can select a dialing service in the Call Using field Entering a phone number If you selected a phone number dialing service in the Call Using field enter a phone number in the Number field Use the following guidelines For local calls you can enter the number with or without the city or...

Page 171: ...er with a slash character for example 123 45 67 89 6173540600 If the IP address connects you to a remote Strata CS Server you can append a user s Direct Inward Dial DID number in the same manner for example 123 45 67 89 2717 You cannot append a user s extension Checking a number To confirm that Strata CS has correctly interpreted a number or address that you have entered for example that it has re...

Page 172: ...ee Placing calls using the Dial bar on page 12 2 or the telephone commands see Placing calls with options on page 3 5 Displaying the Call Monitor when you place a call ______________ Strata CS can display the Call Monitor automatically when you place a call from the Contacts folder or the Extensions list It can also automatically switch to the Call Monitor when you return a call from the Call Log ...

Page 173: ...tcut to dial For instructions using this dialog box see Using the Place Call To dialog box on page 12 3 Note You cannot make a shortcut for a workgroup unless your Strata CS system administrator has given it an extension 3 Click Create A dialog box opens and confirms that the shortcut has been added to your desktop 4 Repeat steps 2 through 3 to create other speed dial shortcuts or click Close ...

Page 174: ...o a call Combining separate active calls into one Adding parties to a conference Use this procedure to start and build a conference call The call is placed on hold while you are adding new parties but the parties already conferenced can continue to talk to each other 1 Dial the first party and wait for an answer 2 Click the call in the Call Monitor folder 3 Choose Actions Conference The Conference...

Page 175: ...x opens and provides further options Using the Phonebook Pane in the Call Monitor folder you can create a conference call by pressing SHIFT and dragging and dropping a call contact or extension onto another call For other drag and drop operations you can perform in ViewPoint see Dragging and dropping items on page 8 19 Conferencing multiple active calls together Use the following procedure when yo...

Page 176: ... something that needs immediate attention Note You cannot use this feature to supervise ACD workgroup calls You can supervise calls in the following ways Monitor You can listen to the other user s call without being heard by the other parties in the call Coach You can speak to the other user without being heard by other parties in the call The other user is the only party to hear you You hear all ...

Page 177: ...he dial tone 57 Join 58 Coach 59 Monitor 2 Enter the extension of the user whose call you want to monitor coach or join followed by 3 Press 1 to confirm the extension or press to enter a different extension Note You can enter the complete digit string rapidly without waiting for the prompts For example 58 102 1 to coach extension 102 4 Once connected to the call you can use the following telephone...

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Page 179: ...nt 13 2 Listening to your voice messages and call recordings 13 4 Handling your voice messages 13 4 Managing call recordings 13 8 Sharing your voice messages 13 8 Managing your voicemail quota 13 9 Sending a message directly to a user s voicemail 13 10 Knowing when you have new messages 13 11 Managing greetings 13 18 ...

Page 180: ...old your voice messages as well as any call recordings sent to your mailbox New messages appear in the Inbox folder Use the audio controls above the status bar to play your voice messages When you play a message the audio bar shows elapsed message playback time in minutes and seconds Voice messages have the following display attributes Bold text indicates a new unheard message FW in the From colum...

Page 181: ...nd those folders under in the Favorite Folders list or under Public in the All Folders list If you have permission to access the voice mailbox of a call center queue that mailbox also appears as a folder under Public Folders See Viewing folders in the Folder List on page 8 22 Viewing custom data Voicemail folders contains a Custom Data column that is hidden by default By showing it you can view al...

Page 182: ...g heard by the caller see Screening a voice message as it is being left on page 11 7 Handling your voice messages _____________________________ You can perform the following tasks on a voice message using a few mouse clicks Forward it to other users Reply to one or more users directly with a voice message of your own Play it as audio into a call for all parties to hear and comment upon Return the ...

Page 183: ... select the message they can view in the To field a list of other users who received the same message Users can reply to the sender or to all recipients Replying to a voice message Replying to a voice message lets you send a recorded reply directly to the voicemail of the user who sent you the message You can send the reply to other users as well Select the message and choose Actions Reply Then pe...

Page 184: ...outside the Strata CS system To e mail a voice message you must have an e mail reader that supports MAPI installed on your computer such as Microsoft Outlook or Eudora Pro To e mail a voice message 1 Select the message you want to send by e mail 2 Choose File Send To Mail Recipient Your MAPI mail ViewPoint Send dialog box opens with the message attached 3 Address and send the e mail as you normall...

Page 185: ... e mail program When synchronized messages that you delete in one application are deleted in the other application For example if you delete a voice message notification e mail in your e mail program Strata CS moves that voice message to its own Deleted folder Similarly if you delete the matching voice message in Strata CS your e mail notification moves to your e mail program s Deleted folder For ...

Page 186: ...aging call recordings __________________________________ The following types of call recordings can appear in your Inbox Recordings that you made yourself using the Call Monitor see Recording a call on page 11 12 Recordings made automatically by the system Usually such recordings are sent to the voice mailbox of a system administrator or call center queue supervisor If you are receiving such recor...

Page 187: ...nt of space remaining in your mailbox 1 Choose Tools Options The Options dialog box opens 2 Click the Voice Messages Usage tab The Usage progress bar indicates how close your voice mailbox is to being full Note When your mailbox is nearly full you see a warning message when you start ViewPoint and hear a message when you log on using the telephone Setting a maximum length for your voice messages Y...

Page 188: ... workgroup or a queue the message is sent to every user within the workgroup or queue 3 Click Add to move the selected users to the Recipients list 4 Use the audio controls to record the message For instructions see Using the audio controls on page 8 27 5 Select any of the following options Private The voice message is marked Private and cannot be shared by the recipients Urgent The voice message ...

Page 189: ...ager and call notifications System tray button If ViewPoint is running the following button appears in the system tray at the lower right corner of your Windows taskbar when you have unheard messages Hold the mouse pointer over the button to see the number of new unheard voice messages Double click the button to bring ViewPoint to the front of your Windows desktop Number in navigation pane ViewPoi...

Page 190: ...mail page or telephone call whenever you receive a new voice message This feature is handy if you are working at a remote location without ViewPoint You can then call your office or log on to ViewPoint Web Access and hear your messages You can receive notification for all voice messages or for urgent messages only You can also receive notifications only on specific days or at specific times See Sc...

Page 191: ... voice message and mark as heard Messages are attached to the e mail and appear in the Inbox folder marked as old heard Attach voice message and delete from Inbox Messages are attached to the e mail and are moved to the Deleted folder Note Your Strata CS system can be synchronized with Microsoft Exchange so that changes you make to messages in one Inbox folder are reflected in the other See Micros...

Page 192: ...nly the extension 103 for example 6 Click OK Notes If you receive only the last portion of the pager data that you specify you may not have placed enough pauses between the pager number to be dialed and the information to send If this problem occurs add more commas to the Dial Sequence field Do not enter multiple stars in a row in the pager string Use only one star to send a dash Multiple consecut...

Page 193: ... schedule notifications to occur at specific times only For example you can have Strata CS send notifications only during business hours or after business hours on work days You can also set up custom hours You can create different schedules for e mail pager and call notification Important Notifications are never queued for later delivery When you use a schedule voice messages that arrive during a...

Page 194: ...alog box opens 2 Click the Voice Messages Notification tab for the type of notification for which you want to create a schedule 3 Click Schedule 4 The Schedule E mail Pager or Call Notifications dialog box opens and displays any schedule entries that have been defined so far 5 Select one of the following Always send a notification The schedule if any has been set up is ignored and you receive noti...

Page 195: ... Monday through Friday 9 00 a m to 5 00 p m During nonbusiness hours Notifications are sent at all times other than business hours including early mornings evenings weekends and holidays In this example notifications are sent Monday through Friday 5 01 p m to 8 59 a m and all day on Saturdays Sundays and holidays After business hours on work days Notifications are sent Monday through Friday 5 01 p...

Page 196: ...ances than voicemail including the following For use as Hello messages You can record greetings to be messages that you use to greet your callers when you answer the phone For example Hello thank you for calling the XYZ corporation this is Amy how may I direct your call See Playing recorded audio into a call on page 11 13 For other routing list final actions The final action of a custom routing li...

Page 197: ...tes Pane choose View Notes Pane The audio controls Use these controls to record a new greeting import a greeting from disk or rerecord a selected greeting See Using the audio controls on page 8 27 The active greeting The active greeting is the greeting that Strata CS plays by default when callers reach your voicemail Only one greeting at a time can be the active greeting Note Callers can hear a gr...

Page 198: ...s the final action of your routing list usually the final action is your voicemail In cases of conflict Strata CS uses the following rules If the routing list being followed specifies a greeting that greeting plays overriding all other settings If the routing list does not specify a greeting then Strata CS uses the standard hierarchy for active settings See Active settings hierarchy on page 9 12 R...

Page 199: ...o a call select the greeting in the Greetings folder and choose Actions Play into call You can select either Current call or Other call in which case you can choose which of your calls hears the greeting For more information about playing audio into calls see Playing recorded audio into a call on page 11 13 ...

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Page 201: ...ntry 14 8 Associating a call from Unknown with a contact 14 8 Returning a call in the Call Log folder 14 8 Entering an account code for a Call Log entry 14 8 Opening the contact record from a contact s call 14 9 Listening to a recorded call from the Call Log 14 9 Sharing the Call Log 14 9 Reporting on the Call Log 14 10 Exporting the Call Log 14 10 ...

Page 202: ... Log folder filters The Call Log folder toolbar contains two dropdown lists that enable you to view only the calls you want Use either or both of the following Time filter View the most recent calls according to the time frame you select Inbound outbound filter View only inbound calls only outbound calls or both Call Log folder columns The following table shows the columns that are available in th...

Page 203: ...ta can be collected by IVR Plug ins auto attendants or call center queues Dial String Digits that Strata CS actually dialed over the trunk which may be different than the digits Strata CS displays in a contact s phone number For example a dial string may contain an international or long distance access code a dialing prefix or a dialing suffix Duration Length of the call beginning at the time when...

Page 204: ...d by Queue If checked the call was automatically recorded by a call center queue Recorded by User If checked you recorded the call manually using ViewPoint commands see Recording a call on page 11 12 Result How the caller s wait ended The possible outcomes are Abandoned The caller hung up before the call was answered Connected The call was answered To voicemail The call was sent to voicemail Blind...

Page 205: ...log box To Device On incoming calls the user s station ID Station IDs in the 16 000 range correspond to external stations created on the fly On outbound calls the trunk used for the call If an incoming call was transferred this column shows the last station that took the call To Number On inbound calls the extension or DID number that the caller dialed On outbound calls the number you dialed Wait ...

Page 206: ...nd time that each party began participating in the call End Time Date and time that each party left the call Answered Time Date and time that the call was answered Answered By Name of the users for whom this was an incoming call Useful for analyzing data for ACD workgroups Account Code Account code associated with the call if any See Entering an account code for a call on page 4 11 Number On incom...

Page 207: ... used it to call you DID is not applicable for outgoing lines Device On incoming lines the trunk or station number at which the call was placed On outgoing lines your station number Dial String Digits that Strata CS actually dialed over the trunk which can be different than the digits Strata CS displays in a contact s phone number For example a dial string can contain an international or long dist...

Page 208: ... with a contact on page 16 9 for complete instructions Returning a call in the Call Log folder ________________________ 1 Select the call in the Call Log folder that you want to return 2 On the Actions menu choose one of the following Place Call This command lets you choose the number to dial from a submenu If the caller is a contact you can choose the phone number to call from the list of the con...

Page 209: ...that was recorded automatically by a Strata CS call center queue If your calls are not subject to such recording you do not need to show this column To show columns choose View Current View Show Columns Note The Notes pane contains a call recording note if the call was recorded automatically by a call center queue To play a call recording Select the call then choose one of the following commands A...

Page 210: ...CS items on page 8 28 Run the Strata CS Call Center Reporter by choosing Tools Reports You must have the required licenses to use the Call Center Reporter and you also must have permission to use it See your Strata CS system administrator about installing and running the Call Center Reporter Exporting the Call Log_____________________________________ For instructions on exporting your Call Log to ...

Page 211: ...Advanced Strata CS Features ...

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Page 213: ...CHAPTER 15 CHAPTER 15 CALL FORWARDING AND ROUTING LISTS CHAPTER CONTENTS About call forwarding and routing lists 15 2 Forwarding calls 15 3 Using routing lists 15 7 ...

Page 214: ...rmation about working with Strata CS calls and ViewPoint at a remote location see Chapter 6 Call forwarding and Where I Am When you forward your calls you change a Strata CS active setting called Where I Am This setting specifies the phone extension or external number that rings when you receive incoming calls By default Where I Am is your Strata CS station You can change Where I Am in the followi...

Page 215: ...ding phone number instead See Using routing lists on page 15 7 for more information Your call forwarding settings may be overridden if you apply a personal status with a specific Where I Am preference or if you change your active settings directly For more information about personal status and the active settings see Chapter 9 Forwarding calls by using the telephone commands You can also forward y...

Page 216: ...n entering numbers in your My Numbers list see Entering My Numbers on page 12 4 Note When you forward calls to a mobile phone make sure that you check Prompt recipient to accept or decline call on the Options tab See Mobile phone issues with routing lists on page 15 8 4 To enter an account code that will automatically be associated with all calls forwarded to this number type a vertical bar charac...

Page 217: ...voicemail The call announcing prompt loops so you might not hear it from the beginning when you pick up the phone Press any key on your phone other than 1 or 2 to start the prompt at the beginning This option is used only when forwarding calls to an external number When forwarding to an internal extension your normal call announcing settings are used See Customizing or turning off call announcing ...

Page 218: ...g calls over Centrex or PBX trunks If your company has trunk lines that are connected by Centrex lines an external PBX an ISDN line with the 2B Channel Transfer feature or a Strata CS IP Gateway you can use the Centrex PBX transfer feature to economize Strata CS s trunk use If properly configured by your administrator this feature can transfer or forward calls to external numbers with consuming an...

Page 219: ...s Routing lists for individual callers By using call rules you can have Strata CS use a specific routing list for a specific caller or group of callers For example you can have a routing list for important customers that includes trying your mobile phone and another routing list for everyone else that only rings your extension See Chapter 17 for more information How routing lists move from action ...

Page 220: ... a mobile phone are picked up by the mobile phone company first and then passed to the individual phone When Strata CS detects this first pickup it stops proceeding down the routing list whether or not you actually answer the mobile phone For this reason when you put a mobile phone in your routing list always check Prompt recipient to accept or decline call Strata CS then relies on user input to s...

Page 221: ...uting list active without making it the personal status default routing list edit the routing list and check Active routing list for this extension Note Your active routing list may be changed if you apply a personal status with a different routing list preference or change your active settings directly For more information about personal status and active settings see Chapter 9 The personal statu...

Page 222: ... will try to reach you 2 Enter a name for the routing list in the Name field 3 Click Add to add a routing list action The Routing List Action dialog box opens 4 In the Action field choose one of the following actions The other elements in the dialog box change depending on your selection Call me where I am This action sends calls to your Where I Am phone which is your station unless you have chang...

Page 223: ...his action does not ring a phone but instead plays the caller the greeting that you select on the Greeting dropdown list You can also play a greeting as part of each action and before the final action To record a new greeting from this dialog box click See Managing greetings on page 13 18 While any greeting is playing the caller can press 0 to transfer to the Operator or 1 to leave a voice message...

Page 224: ...fy different final actions for busy and no answer states see the next section Handling busy station calls differently than calls not answered To specify a final action make the following choices Play Greeting Check to play a greeting before the final action then choose the greeting from the dropdown list For information about the System hold greeting see the Pause and repeat final action in the fo...

Page 225: ...sion If no one answers at that extension the call follows that extension s routing list Transfer to other voicemail The call is sent directly to another extension s voicemail Select an extension from the Mailbox dropdown list Pause and repeat The caller holds for the number of seconds you define in the Pause duration field and then begins the routing list again During the pause callers can press 0...

Page 226: ...es in while your station is busy the call is sent to your voicemail without trying your cell phone The Camp on station final action is available only as a Final action if your station is busy With Camp on station your incoming calls are placed on hold until your station is no longer busy then they ring the station While callers are on hold by default they hear the special prerecorded System camp o...

Page 227: ...ternal numbers in the workgroup you can choose Prompt recipient for password When calling a workgroup Prompt recipient to accept or decline call is automatically selected so that ACD calls are guaranteed to be answered by agents 8 To play callers a message before they are routed to the workgroup check Prompt caller before trying this action and select the message on the Prompt dropdown list 9 Clic...

Page 228: ...y recommended that you select a specific greeting to play if your routing list s final action is not Take a Message In such a case you want to be sure that the greeting that callers hear matches the action that is about to happen Examples of greetings for other final actions are the following Hang Up I m sorry you couldn t find me I m not taking messages at the moment Good bye Transfer to extensio...

Page 229: ...TENTS About contact management and Strata CS 16 2 The Contacts folder 16 2 Managing contacts 16 4 Teaching Strata CS to recognize your contacts 16 7 Opening contacts from within other folders 16 12 Using contacts in another contact manager 16 12 Using workgroups 16 13 ...

Page 230: ...g contacts Teaching Strata CS to recognize your contacts Using workgroups The Contacts folder _______________________________________ To open the Contacts folder click its icon in the navigation bar The Favorite Folders list for the Contacts folder shows the Public Contacts folder for your office and all other Contacts folders that have been shared with you Using contacts folders You can create fo...

Page 231: ...e Call To enter or edit a public contact you must have public contact editing permissions If you do not have those permissions you can view and place a call to public contacts but you cannot edit them Viewing shared contacts To view contacts that another user has shared with you click that user s name under Public Folders in the Folder List and click the Contacts folder Changing double click behav...

Page 232: ...ses When you enter a contact s phone numbers you can specify the number used for Caller ID and the number that is the default number to dial when you call the contact You can also specify a contact s e mail and instant messaging addresses for reference Recording a voice title for a contact Like your own voice title a contact s voice title is a short recording that you create of the contact s name ...

Page 233: ... the Call Monitor folder when this contact calls you Either a first name or a last name is required To create a contact that has the name of a company only enter the company name into one of these fields 4 If your office uses account codes you can enter an Account code for the contact Strata CS automatically uses the account code for the call when it identifies the contact on an incoming call or w...

Page 234: ...o enter extensions Check This number is the contact s default if this is the phone number you dial most frequently to reach the contact The number you choose as the default is slightly faster to select when you place calls Check Use this number as caller identification for this contact if you want Strata CS to identify calls from this number as calls from the contact Checking this box adds the pho...

Page 235: ... a call to a contact with a phone number using ViewPoint See Placing a call on page 12 2 for instructions Sharing your contacts You can share any of your contacts folders with other Strata CS users Those users can access your contacts folders from their Folder Lists according to access levels that you specify You can grant individual users specific levels of access to your contacts For instruction...

Page 236: ... 17 You can exempt them from the Do Not Disturb personal status so that their calls ring your phone when others are sent directly to voicemail One form of identification Caller ID from the phone company is available automatically for every call The phone number and Caller ID name of the caller appear in the Number column of the Call Monitor the Call Log and the Voicemail folders Identifying contac...

Page 237: ...r that contact includes an incorrect phone number You can prevent further misidentification by deleting the phone number from the list 1 Double click the contact from whom you want to delete a phone number The Contact dialog box opens 2 Click the Caller Identification tab 3 In the Incoming Caller ID list select the incorrect phone number 4 Click Delete and then click OK Associating a call or Calle...

Page 238: ...ts original identification click Unknown Note If a call was originally identified as being from a contact clicking Unknown reverts it to being identified as from that contact To create a new contact directly from this dialog box click See Entering a new contact on page 16 4 for instructions When you finish creating the contact you return to this dialog box with the new contact added to the list 4 ...

Page 239: ...call as being from a public contact Understanding name and number on Caller ID When you receive a call Strata CS receives two pieces of information about where the call originated the phone number and the Caller ID name You can associate either of these items with a contact Depending on where the call originated one item may work better than the other as the following examples illustrate If the ca...

Page 240: ...pening contacts from within other folders ___________________ After an incoming call has been identified as coming from a contact you can easily open the contact record from a Voicemail folder if the contact left a voice message or the Call Log folder Select the call or voice message and then choose Actions Open Contact Using contacts in another contact manager ___________________ If you make exte...

Page 241: ...instructions show how to export contacts from Microsoft Outlook 1 In Outlook Select File Import and Export 2 Select Export to a file from the list and click Next 3 Select Comma Separated Values Windows and click Next 4 Select a folder in which to store the contacts file and click Next 5 Enter a filename and click Next 6 Click Finish Importing contacts into Strata CS See Importing and exporting Str...

Page 242: ...rtment you can click the Sales tab and see all the department members at a glance along with their current personal statuses See Transferring a call on page 11 10 and Having a workgroup appear as an Extensions tab on page 16 16 Quickly answer any ringing phone in your workgroup by picking up your phone and pressing 99 See Answering a call at another ringing phone on page 4 4 Place a page to all us...

Page 243: ...workgroups when you place a call using the Place Call To dialog box See Using the Place Call To dialog box on page 12 3 Note You can create or edit public workgroups only if your Strata CS system administrator has given you permission to do so The Workgroups folder The Workgroups folder lets you view and manage your workgroups To open the Workgroups folder click the Configuration icon in the navig...

Page 244: ...k OK Personal workgroups appear as a tab in your Extensions list only not the Extensions lists of other users See the next section Having a workgroup appear as an Extensions tab You can specify whether or not a particular workgroup appears as a tab in your Extensions list If you create a tab for the workgroup it lists all extensions within the workgroup and you can see the current status of those ...

Page 245: ...cify whether a workgroup has a tab in the Extensions list 1 Select the workgroup in your personal Workgroups folder or the public Workgroups folder see Personal and public workgroups on page 16 15 2 Choose Actions Show as Tab in Extensions view If the menu choice is checked the workgroup appears as a tab For more about the Extensions list see Chapter 10 ...

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Page 247: ...USING CALL RULES CHAPTER CONTENTS About call rules 17 2 The Call Rules folder 17 3 Creating a new call rule 17 4 Enabling or disabling a call rule 17 8 Choosing the priority of a call rule 17 9 Ignoring all call rules 17 10 ...

Page 248: ...ss hours after business hours and at specific dates or times You can use caller and schedule conditions separately or in combination to achieve various effects See Combining caller and schedule conditions on page 17 5 Determining how the call rule handles calls A call rule can handle incoming calls according to any combination of the following settings Greeting You can choose which greeting plays ...

Page 249: ...nal status turn on automatically every day at 6 00 pm but only for internal callers You can create a contact called Nuisance Callers and associate the phone numbers of salespeople with that contact Those callers can follow a routing list that plays a greeting and then hangs up without ringing your phone The greeting can say I m sorry I don t accept calls from salespeople during business hours The ...

Page 250: ...g caller conditions on page 17 5 4 Select a schedule condition See Setting schedule conditions on page 17 6 for more information 5 Select one or more settings to specify how the rule handles calls See Selecting how a call rule handles a call on page 17 8 for more information 6 If you do not want this call rule to be active uncheck Enable this Call Rule The call rule remains in storage but does not...

Page 251: ... calls during business hours the call rule does not activate Likewise if anyone other than Jim calls after business hours the call rule does not activate Setting caller conditions Under Activate this rule based on the following conditions check the types of callers to whom you want the call rule to apply If you select more than one caller condition the call rule will apply if any caller condition ...

Page 252: ...en the call rule activates Choose one of the following two options Dates and times based on your office s business hours All options other than During custom hours are based on your office s business hours To view your office s business hours click Business Hours If your company has more than one set of business hours available choose the set that you want to use Note that if you change your busin...

Page 253: ...s with the hours during which you want the call rule to be active The call rule will be active during these hours on the selected days Note You can enter multiple time ranges separated by commas for example 9 00 AM 12 00 PM 3 00 PM 6 00 PM 4 Click OK To have the call rule activate on an individual date 1 Click Custom Hours and then click the Holidays tab 2 Click Add The Custom Date dialog box open...

Page 254: ...ually includes ringing your phone If set to No incoming calls are sent directly to the final action on your active routing list which by default is your voicemail Note that a setting of Yes overrides the personal status Do Not Disturb Personal Status Select a personal status Calls handled by the call rule will be handled as if that personal status were in effect Note that the call rule s own setti...

Page 255: ...t priority rule in which the setting is not blank If the highest priority rule has a setting with an instruction that setting is used But if it has another setting that is blank while a lower priority rule has an instruction for that setting the setting from the lower priority rule is used This can result in settings from different call rules being used on a single call See the example that follow...

Page 256: ...h call forwarding or a personal status If there is no answer the caller is sent to voicemail Any settings specified by your call forwarding personal status or active settings are still in effect Example You have set up a routing list that tries you at various phones around the office Now you are taking a trip out of town and you want all calls forwarded to your hotel Use call forwarding to forward...

Page 257: ...g a digital feature phone 18 13 Customizing incoming call behavior 18 16 Customizing ISDN outbound Caller ID 18 17 Customizing SIP accounts 18 19 Customizing voice message behavior 18 20 Customizing ViewPoint for Operators 18 21 Customizing the ViewPoint display 18 22 Enhancing ViewPoint with Add ins 18 25 Other customization options 18 29 ...

Page 258: ...ice Title Recording a voice title on page 18 5 Telephone Prompts Changing the language of telephone command prompts on page 18 6 Personal Operator Changing your personal Operator on page 18 9 List in dial by name directory Customizing your listing in the dial by name directory on page 18 9 Accept ACD Workgroup calls Marking yourself ready and unavailable on page D 2 ISDN outbound Caller ID Customi...

Page 259: ... calls with voice first answering on page 4 5 Station Features digital phone station Configuring a digital feature phone on page 18 13 Station Features external station Destination Call Using Number Configuring an external station on page 6 12 Caller ID Display Ring Patterns Changing ring patterns on page 18 11 Hands Free Enabling and disabling hands free answering on page 18 11 Voice Messages Max...

Page 260: ...ntacts folder on page 18 22 Name format Changing how names are displayed on page 18 24 Use Navigation pane The view bar on page 8 11 Call Monitor Play this greeting Grabbing and holding the call on page 11 8 Display Call Monitor Displaying the Call Monitor folder automatically on page 11 5 Actively sorted Automatically sorting new calls on page 11 2 Grouped by owner on All tab Displaying calls on ...

Page 261: ...nabling and disabling hands free answering See page 18 11 Enabling and disabling voice first answering See page 18 12 Customizing your hold music See page 18 12 Specifying your phone type If you have an Aastra Powertouch or Cybiolink phone you should select that phone type to make its features work better with Strata CS To do so 1 Choose Tools Options The Options dialog box opens 2 On the Phone St...

Page 262: ... want on the Telephone prompts dropdown list All languages that were installed with Strata CS appear on the list 3 Click OK Customizing or turning off call announcing Call announcing allows you to screen callers by using only your telephone When you answer your ringing phone you hear Call from followed by the name of the caller You can then accept or decline the call For detailed information about...

Page 263: ...sk callers without a voice title for their names By default if call announcing is turned on contacts and users without voice titles are prompted to say their names When you pick up the phone you hear Call from followed by what they say If you uncheck this field callers are not prompted to say their names With this field unchecked when you receive a call from a caller without a voice title you will...

Page 264: ...ck OK Displaying Caller ID on a phone If your phone can display Caller ID you can choose whether or not it shows the Caller ID of incoming calls If your phone supports Caller ID display on call waiting you can also choose whether to use that feature 1 Choose Tools Options 2 Click the Phone Station Features tab 3 Choose one of the following options Caller ID When checked your phone displays the Cal...

Page 265: ...ou put a call on hold or park a call 5 Click OK Changing your personal Operator Callers who reach your voicemail or who are waiting on a routing list can always press 0 By default 0 transfers them to your system s Operator but you can transfer them to any other extension for example your company s auto attendant To change the extension to which callers transfer when they press 0 1 Choose Tools Opt...

Page 266: ...l station before it proceeds to the next action on your routing list by default your voicemail Ring duration for call forwarding and routing lists is determined elsewhere 1 Choose Tools Options The Options dialog box opens 2 Click the Phone tab 3 In the Default ring duration field enter the number of seconds your phone should ring before a call proceeds to the next action on your routing list The ...

Page 267: ...ation boards or DM V conference bridge boards Your Strata CS administrator can tell you if your system behaves this way 4 Click OK Note If your ring patterns do not begin correctly it may be because you are sending Caller ID data to a display phone See Displaying Caller ID on a phone on page 18 8 Enabling and disabling hands free answering For an overview of hands free answering see Using hands fr...

Page 268: ...check or uncheck Voice first answering 3 Click OK Customizing your hold music If your office has multiple sources of music on hold you can use any source as your personal hold music that callers hear when you put them on hold Your system administrator makes this setting for you Talk to your system administrator about the music on hold options that are available and which one you would like to use ...

Page 269: ...is not in use The second line shows the current day and time The idle message usually shows the user name and extension for the phone Ring volume The slider bar adjusts the default ring volume for the phone Note that pressing the phone s volume up and volume down buttons has the same effect as using the slider bar to change the ring volume of the phone Note On many digital phones volume can only b...

Page 270: ...LCD display Note On the T series Norstar phone button settings you make in Strata CS apply to that button plus one on the phone For example if you assign Speed Dial to button 1 press button 2 on the phone for Speed Dial Button 1 on the T series Norstar is reserved for speakerphone use The following features require additional steps Access Voice Mail Click the Parameter column to select the user wh...

Page 271: ...a CS features are available Feature Description Access Voice Mail Connects you to your voicemail account or that of another user Prompts for password Account Code Lets you enter an account code for the call using your telephone keypad Call Forwarding Forwards your calls to a fixed destination configured for that button Pressing the button also configures the call forwarding number Call Menu Connec...

Page 272: ...dials the last call received Release Disconnects the call Note that if another line appearance is ringing hanging up the phone will connect you to that line so Release gives you a way to hang up without taking the new call Send to Voicemail Sends the call to your voicemail Set Personal Status Sets the personal status of your choice Click the Parameter column to select the personal status you want ...

Page 273: ... your phone rings for internal and external incoming calls See Changing ring patterns on page 18 11 for more information Customizing ISDN outbound Caller ID _______________________ You can determine the type of Caller ID that accompanies your outbound calls on ISDN trunks Note On trunk types other than ISDN your outbound Caller ID is always set by the telephone company 1 Choose Tools Options The O...

Page 274: ...ne is defined appears in parentheses Talk to your system administrator to request a different Organization User name Your Strata CS user name appears as your Caller ID name Custom name Your outbound Caller ID name is whatever your system administrator has specified as your custom name The current name is displayed in parentheses Talk to your system administrator to request a different custom name ...

Page 275: ...com 5 Under Userinfo of SIP URI enter the portion of the SIP URI that appears before the sign For example vwilliams in the SIP URI Vin Williams sip vwilliams abccorp com 6 Check Use this account in From header field on outbound calls to have the outbound SIP header include this display name and userinfo If you have more than one SIP account for the same SIP server only one of the accounts can have...

Page 276: ...s a CLASS compatible message waiting light or other display feature that indicates new voice messages you can enable that feature in ViewPoint and use it 1 Choose Tools Options The Options dialog box opens 2 Click the Phone Station Features tab 3 Select or clear Message waiting indicator 4 Click OK Setting voice message playback order 1 Choose Tools Options The Options dialog box opens 2 Click the...

Page 277: ...esize the Transfer To dialog box You can make the Transfer To dialog box larger so that you can see more users and more columns at a glance Strata CS remembers the new size of the Transfer To dialog box whenever you open it View users by workgroup In the Extensions list and Transfer To dialog box each workgroup can be represented by a tab that lists its members You can create workgroups that repre...

Page 278: ...e contact or place a call to the contact To define the result of double clicking a contact 1 Choose Tools Options The Options dialog box opens 2 Click the ViewPoint tab 3 Under Double clicking contacts behavior select the desired behavior 4 Click OK Customizing columns You can choose to show or hide columns in a folder You can also customize columns in a folder by moving resizing and sorting them ...

Page 279: ...olumns in the left to right order you want The highest columns appear furthest to the left 3 Click OK Moving columns To move a column click its header and then drag and drop it to a new location You can also move columns by using the Show Columns dialog box see the previous section Resizing columns You can change column widths by dragging the sides of the column headers Sorting by column Click a c...

Page 280: ...nt folder You can choose the font and size of data in each ViewPoint folder To do so go to the folder then choose View Current View Font Changing how names are displayed Several folders in ViewPoint display names and allow you to sort by the columns in which they appear For example in the Contacts folder and the Extensions list one column contains names To specify how names are displayed in a fold...

Page 281: ...page 18 26 Instant Messaging See Sending an instant message to an extension on page 10 5 The sample add ins provided with Strata CS are located by default in C Program Files Strata CS Client AddIns You can create custom Add ins using the Strata CS SDK s Add in API as described in the Strata CS SDK and API Programming Guide located in the Manuals directory of the Strata CS Master CD Managing Add in...

Page 282: ... default in C Program Files Strata CS Client AddIns Once the Reverse Phone Number Lookup is added you can perform the lookup by going to the appropriate folder and right clicking on any item Using the Desktop Alert Add in With the Desktop Alert Add in you can set up custom alert windows that pop up automatically whenever you receive a new call or voice message The alert window has two buttons to w...

Page 283: ...new voice messages check the appropriate category 2 To define the desktop alert behavior and actions for new calls click Call Alert Options To define it for new voice messages click Voicemail Alert Options 3 Click the Behavior tab Set any of the following options Automatically dismiss alerts after __ seconds Check and enter a number of seconds after which the desktop alert window closes You can cl...

Page 284: ...ows Action assigned to the alert Choose the action that you can select by clicking in the alert window Action assigned to the first second button Choose the actions that you can select by clicking the first and second buttons in the alert window 5 Click the Appearance tab Use the options on this tab to choose the font colors and other appearance options for the alert window Click Advanced Appearan...

Page 285: ... them on hold without talking to them first page 11 8 Automatically logging on Log on to ViewPoint without needing to enter your password page 8 3 Changing your password Change the password you use to log on to Strata CS page 8 7 Displaying the Call Monitor folder automatically Bring ViewPoint to the front with the Call Monitor showing when you place calls from ViewPoint page 11 5 Setting e mail a...

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Page 289: ...hone to answer it or answer it after hearing a call waiting beep Call announcing commands A 1 Call handling commands A 2 Quick call commands A 3 Voicemail Account menu A 6 Call announcing commands 1 Connect to the caller 2 Send the caller to your voicemail 3 Send the caller to voicemail and listen to the message as it is being left Press Flash 1 to pick up the call while the caller is leaving a me...

Page 290: ... have access to the full call handling menu talk to your system administrator Call Handling Commands With a call on the line press Flash and then 1 Transfer the call 2 Send the call to voicemail 3 Disconnect from the call 4 Reconnect to the call 5 Create a conference call 6 Park the call 7 Silent hold stops menu until next keypress 8 Send a trunk Flash command to an external Centrex or PBX system ...

Page 291: ...t answering on page 4 5 14 Call as a queue See the next table for details 15 Place a page or an intercom call To place a page 1 way audio to multiple users dial 15 plus a workgroup s extension To place an intercom call 2 way audio dial 15 plus a user s extension See Placing a page or intercom call on page 3 6 16 Start and stop recording a call You can press 16 at the dial tone then dial the call Y...

Page 292: ... be heard by all parties 66 Redial the last call you placed 67 Block outbound Caller ID for the next call Dial 67 followed by the phone number See also 82 69 Dial the phone number of your last incoming call 70 Disable call waiting for the next call 82 Unblock restore outbound Caller ID for the next call Dial 82 followed by the phone number See also 67 91 Answer another ringing phone Optionally ent...

Page 293: ... calls To receive only queue calls choose the personal status Available Queue Only 51 Select the personal status Available Queue Only This personal status makes you available and you start receiving calls from all queues to which you are signed in In the Available Queue Only status only queue calls ring your phone Non queue calls are sent directly to your voicemail To have all your calls ring your...

Page 294: ...t the auto attendant or 9 at a voicemail greeting The auto attendant logon key may be different in your system Check with your system administrator for instructions on remote logon 53 Go on break You become unavailable and the call center queues stop sending you calls but your workday is still ongoing for statistical purposes This command changes your personal status to On Break While you are on b...

Page 295: ...mber Summary of Commands 1 Voice messages Inbox folder 2 Voice messages Saved folder 1 Replay 2 Next message 3 Delete message 41 Reply 42 Forward 43 Call back 44 Call back delete 5 Previous message 6 Save 7 Rewind 8 Undelete all 9 Fast Forward Skip message preamble skip rest of message 3 Send voice message 1 Send 2 Review 3 Rerecord 4 Append 5 Mark Urgent 6 Mark Private Cancel 4 Manage greetings 1...

Page 296: ...ount menu Personal Status commands log on and choose 6 1 from the voicemail account menu 1 Available 2 Do Not Disturb 3 In a Meeting 4 Out of the Office 5 On Vacation 6 Available Queue only 7 Available non Queue 8 On Break 9 Custom followed by 1 to select your first custom status 2 to select your second custom status and so on ...

Page 297: ...o you B 2 Starting and ending your shift and taking breaks B 2 What call center agents need to know to get the job done B 3 Working at different phones B 4 Signing in and out of a queue B 5 Receiving and handling queue calls B 6 Placing calls from a queue B 8 Popping up caller information B 9 Working remotely B 9 ...

Page 298: ...r administrator about how to work in the queue As a call center agent you control your workday by changing your personal status At the beginning of your shift you make yourself ready At the end of your shift you make yourself unavailable While you are ready you receive calls from all queues for which you are signed in When you make yourself unavailable queues stop sending calls to you Note If you ...

Page 299: ...status On Break Note If you leave your phone without selecting On Break queue calls might be sent to your phone and callers will hear an interval of ringing before they are placed back on the queue When you finish your break and are ready to receive calls again make yourself ready again Press 51 on your phone or select the personal status Available or Available Queue Only What call center agents n...

Page 300: ... and log on by pressing extension password Once logged on press 5 1 to forward calls to their current location Start the Strata CS ViewPoint The Select Station dialog appears Select the second logon option Use station x to place and answer calls as name Check Forward my calls to this station 2 After you have logged on make yourself ready as described in Starting your shift on page B 2 3 When you a...

Page 301: ...n To sign in or out of a queue You must have permission to sign yourself in or out of queues If you do not have permission talk to your Strata CS system administrator about signing in and out Using ViewPoint 1 Choose Tools Queue Sign In Out The Queue Sign In Out dialog box opens displaying all queues for which you are a member A check mark for a queue indicates that you are signed in to that queue...

Page 302: ... to receive the next call See Monitoring the position of agents in the queue on page C 13 Being monitored or coached by a supervisor Call Center supervisors have the ability to supervise your queue calls on the following levels Monitoring A supervisor may listen in on any of your calls without you or the caller hearing You will be unaware of the monitoring unless you have the permission View agent...

Page 303: ...with the name of the queue on it If the tab name appears with an asterisk it means that you are signed out from that queue Note You must have permission to see this tab If you do not see it see your Strata CS system administrator The My Phone tab which shows all the calls that are being handled by your phone including any queue calls you have taken The All tab which shows all your queue and person...

Page 304: ...ls from a queue _________________________________ If you are a call center agent and you place a call at your desk using the telephone or the Client by default Strata CS treats the call as one made by you You can choose instead to place calls as a queue which may be necessary for your work as a call center agent When you place calls as a queue Strata CS treats the call as if the queue placed it Ot...

Page 305: ...the name of the queue that outbound calls are marked as being from Popping up caller information ______________________________ You can use the Strata CS Contact Manager Assistant to pop up information about callers that you have in another contact manager application Callers must be contacts in one of the following contact manager or customer relationship management applications Act 3 0 4 0 and 2...

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Page 307: ...LL CENTER QUEUE CHAPTER CONTENTS About supervising queues in ViewPoint C 2 Viewing current queue calls C 2 Monitoring queue statistics C 3 Supervising other agents calls C 16 Managing agents status C 18 Managing a queue s voice mailbox C 20 ...

Page 308: ...ter Administrator Guide Exempting supervisors from receiving queue calls Because supervisors are agents in the queue by default they receive queue calls when they are ready just as other agents do To exempt an agent from receiving calls from a queue sign the agent out for that queue or configure the agent as an Observer using the Strata CS Administrator see the Strata CS Call Center Administrator ...

Page 309: ...f when Queue Monitor statistics reset to zero see When statistics are reset on page C 12 Note You can continue to use the Call Monitor while you are in the Queue Monitor Choose View Calls Pane to add the Call Monitor to the Queue Monitor folder as a separate pane The Agents pane At the top of the Queue Monitor folder the Agents pane displays the names of all agents in the queue their current statu...

Page 310: ...ook or off hook Personal Status icon Icon for the agent s current personal status Distribution Order The order in which agents are scheduled to receive calls The order is dependent on the queue s distribution algorithm The agent who will receive the next call is the agent with the lowest number among currently Ready agents This column may be disabled See Enabling and disabling the Distribution Ord...

Page 311: ...is queue Wrap up Outbound The agent is in the wrap up period immediately following the end of an outbound call associated with this queue Standby The agent is On Break or is in a non queue call such as a personal call or a call from another queue Signed out The agent is signed out of this queue and so is not taking calls from this queue Unavailable The agent is in a personal status other than Avai...

Page 312: ...since the beginning of the shift You can show this column separately for inbound calls outbound calls and all calls Longest call The length of time of the longest queue call including wrap up time that the agent handled since the beginning of the shift You can show this column separately for inbound calls outbound calls and all calls Avg call Average length of the agents queue calls including wrap...

Page 313: ...ls that the agent has participated in since the beginning of the queue s current display period including outbound bound calls placed by other agents in the queue and then transferred to this agent Overflow The agent s overflow tier If no number is listed the agent is a primary agent assuming the overflow skill default is set to 0 Personal Status Name Name of the agent s current personal status Qu...

Page 314: ... calls during the current period and shift compared to the previous period and shift When the current period or shift ends the current statistics automatically reset to zero and the totals that had accumulated are moved into the Previous column For detailed descriptions of when day period and shift statistics reset to zero see When statistics are reset on page C 12 Note Queue statistics by shift a...

Page 315: ...ueue calls who are currently waiting for a call The others are either off hook or in a wrap up period Calls waiting Number of calls currently waiting on the queue Calls being placed Number outbound calls in the process of being placed Connected outbound calls are not counted Agents wrap up Number of agents currently in the wrap up period following a queue call Inbound Statistics Calls answered Num...

Page 316: ... categories All calls All inbound calls to the queue Answered calls All calls to the queue in which the caller spoke with an agent Abandoned calls All calls to the queue in which the caller hung up or left a voice message Redirection Number of calls that have been automatically redirected by the queue for each of the following categories Maximum hold Calls that reached the maximum wait time withou...

Page 317: ...ved and outbound calls placed Calls completed Total number of inbound and outbound calls completed Calls connected Total number of inbound calls that were answered and outbound calls that were connected with the called party Longest time Longest call and talk time counting both inbound and outbound calls Average time Average call and talk time counting both inbound and outbound calls Total time To...

Page 318: ...ons are responding too slowly To change the Queue Monitor refresh rate 1 In the Strata CS Administrator choose Tools System Settings The System Settings dialog box opens 2 Choose the Queue tab 3 Enter the refresh rate you want in milliseconds in Queue statistics refresh interval 4 Click OK Statistic type When reset Statistics by day At midnight or when the Server is restarted Statistics by period ...

Page 319: ...and so on Unavailable agents do not receive a position number Unavailable agents include agents who are signed out or in a personal status that makes them unavailable such as Do Not Disturb or Available Non Queue Note You can enable or disable the Distribution Order column See the next section The agent with a 1 in the distribution order will not necessarily receive the next call The distribution ...

Page 320: ...ngest without being Active inbound is in position 1 Note that talking on non queue calls and being in the On Break personal status place an agent in the Standby state so that the time since the agent was Active continues to increase Likewise Wrap up is not an Active state so agents wrap up time also increases their idle time Only receiving a queue call makes an agent Active and resets the agent s ...

Page 321: ... System Settings dialog box opens 2 Choose the Queue tab 3 Check or uncheck Update Agent Distribution Order column in Queue Monitor 4 Click OK Least talk time Agent positions are ordered according to which agent has spent the least time on inbound queue calls during the current display period The agent who has spent the least time on inbound queue calls since the beginning of the shift is at posit...

Page 322: ...your system administrator Users with only these permissions cannot supervise call center calls Supervising call center calls To supervise call center calls you must be a call center agent with agent permissions set up per queue by your queue administrator As a call center supervisor you can supervise only other agents in your queue and only their queue calls not their personal calls Note For you t...

Page 323: ... If you are monitoring an agent the agent does not see you as a party unless that agent has the permission View agents being monitored set to Allow See the next section Note When you join another agent s call the call appears as a normal conference call Viewing when agents are being monitored Agents who have the permission View agents being monitored set to Allow can see when an agent is being mon...

Page 324: ...themselves in and out of the queue See Signing in and out of a queue on page B 5 You can sign agents in or out using either ViewPoint or the Administrator Signing agents in or out using ViewPoint To use this procedure you must have the queue permission Monitor Queue statistics see the Strata CS Call Center Administrator Guide and the general Strata CS permission Access Queues folder see Strata CS ...

Page 325: ...ents to On Break When the queue is configured to automatically place agents On Break if they let calls from the queue go unanswered In this case you ensure that agents become ready when they return to their desks When agents leave for the day and are still ready In this case you can change their personal statuses to make the agents unavailable Important If agents leave at the end of their workday ...

Page 326: ...isten to voice messages but not perform any other commands on them To access the queue s voice mailbox click Voicemail in the navigation bar then click the folder with the queue s name in the Favorite Folders list For complete instructions on managing voice messages using ViewPoint see Chapter 13 Managing queue voice messages on the telephone You can also manage a queue s voicemail using the telep...

Page 327: ...out participating in an ACD workgroup D 2 Marking yourself ready and unavailable D 2 Using the Call Monitor D 3 Receiving a call D 3 Placing ACD workgroup calls D 4 Taking a break D 4 Listening to the ACD workgroup s voicemail D 4 Viewing the ACD workgroup s contacts and Call Log D 4 ...

Page 328: ... not they receive calls from the ACD workgroup Agents require ViewPoint to begin and end their workday and to take breaks during it as described in the next section Marking yourself ready and unavailable ______________________ To mark yourself as ready to receive ACD workgroup calls 1 Log on to ViewPoint using your own name and password 2 Choose Tools Options 3 Click the Personal tab 4 Check Accep...

Page 329: ...th them See Sharing your Call Monitor folder on page 11 19 Receiving a call__________________________________________ When a call to the ACD workgroup arrives the phones in the workgroup ring according to the method specified by the routing list Calls continue to ring agents until they are answered or until the caller chooses to leave a message or hang up Incoming calls appear in all participating...

Page 330: ...From column To switch back and mark subsequent outbound calls as being from you press 14 at a dial tone again All subsequent calls from your station are now marked as being placed by you These calls appear only in your Call Monitor and only in your Call Log Taking a break ___________________________________________ To take a break during your work shift uncheck Accept ACD Workgroup calls as descri...

Page 331: ...rding Browser See page E 1 Search for mailbox recordings that meet the criteria that you set See page E 2 View and act on recordings See page E 9 Check the recording archive for missing audio files See page E 11 Purge archived recordings See page E 11 Import a recording archive from Strata CS 6 x See page E 12 Running the Archived Recording Browser____________________ In order to use the Archive R...

Page 332: ...ck File Log On as a Different User and then enter that archive user s User Name and Password Searching for recordings __________________________________ The Archived Recording Browser does not display any entries when you run it To view recordings in the Browser window you must first search for recordings that match criteria that you set To search for recordings use either of the following methods...

Page 333: ...ify more complex search criteria Click the Advanced tab to search on additional fields in the mailbox recording s Call Log entry or to define more complex search criteria than you can specify on the Basic tab For a description of each field on the Advanced tab see Search criteria on page E 4 Click Add to List after defining each entry To remove an entry from the list select it and then click Remov...

Page 334: ...ription Basic Strata CS Server If your system archives mailbox recordings from more than one Strata CS Server you can search all of the Servers or select a specific Server from the drop down list Mailbox You can search all users mailbox folders or select a specific user from the drop down list From Name or Number To search for recordings related to calls from a specific user or number select this ...

Page 335: ... the checkbox and then enter the string in the text box Archive Notes To search for recordings that contain a specific text string in the Archive Notes field select this checkbox and then enter the string in the text box Advanced Show me recordings that match these criteria Lists one or more criteria that you specify on the Advanced tab To remove an entry from the criteria list select it and then ...

Page 336: ...the values offered in the drop down list for example Call Result Equals Left Message Greater than Less than Use to search based on the numeric contents of a field For example to search for recordings of calls that were on hold for more than 10 minutes add the criteria Hold Time Greater than 10 Between Use to search based on a range of values for a field For example to search for recordings of call...

Page 337: ...a From Like Nancy You can combine wildcard characters in a single search criteria For example to search for recordings from calls from an area code that begins with 8 and has the 555 exchange add the criteria Number Like 8 555 Note that if you want to search for the actual character or use the Equals or Does not equal condition Contains Use to search based on a portion of a field For example to se...

Page 338: ...dialog box opens 2 Enter a name for your search and then click Save Loading a saved search To load a saved search select it in the drop down list on the toolbar To change the search criteria for a saved search select it and then choose Tools Find The Search Archived Recordings dialog box opens where you can make your changes Managing individual recordings_____________________________ Mailbox recor...

Page 339: ... mailbox recording was archived Custom Data Custom data if any associated with the call Notes Starting text of any notes added to a voice message or call recording via the Call Monitor or Call Log The complete notes appear in the Call Notes pane at the bottom of the Browser For a call recording Strata CS automatically adds information about the stations and or trunks involved in the call If you ma...

Page 340: ...ookmark location Open Call Log Details Click on the toolbar to view details about the Call Log entry associated with the mailbox recording Note You can view Call Log details for all call recordings and for voice messages that were left by a caller via the Strata CS telephone commands Internal voice messages will only have associated Call Log details if internal station to station call logging is t...

Page 341: ...on page E 11 Checking the archive for missing audio files __________________ When you check the archive for missing audio files all archive database entries that do not have a corresponding audio file in the archive folder are deleted from the database To check the archive for missing audio files 1 Choose Tools Check Archive Note If this option is not available ask your system administrator to gra...

Page 342: ...____ Important The information in this section applies only if your system was upgraded from Strata CS 6 x which stored archived recordings in xml format Perform the steps in this section to import an existing recording archive into the SQL Server database used by the Strata CS 7 archive service Note Depending on the number of recordings in the archive importing can take a long time To import a re...

Page 343: ...PHONE CHAPTER CONTENTS About the Strata CS H 323 SoftPhone F 2 Defining the Strata CS SoftPhone as your external station F 3 Using the Strata CS SoftPhone F 4 Configuring the Strata CS SoftPhone F 5 Using the stand alone SoftPhone F 7 SoftPhone notes F 8 ...

Page 344: ...ip the Strata CS H 323 SoftPhone will not work Use the eyeBeam SIP softphone instead which also provides higher audio quality than the H 323 SoftPhone See Appendix G Using the eyeBeam SIP softphone Recommended USB phones The following are recommended USB phones for use with the Strata CS H 323 SoftPhone Desk phone Eutectics IPP400 Choose Drivers Only for the Integration Package and Protocol Option...

Page 345: ...S phone at any time However if you will primarily be using SoftPhone as your Strata CS phone it is more convenient to have it defined as your external station see Using an external station on page 6 10 Talk to your system administrator about assigning SoftPhone as your external station If you already have an external station you can configure the SoftPhone as your external station destination at a...

Page 346: ...box 2 If the SoftPhone is defined as your external station see Defining the Strata CS SoftPhone as your external station on page F 3 simply enter your external station ID under Station ID If not click Strata CS H 323 SoftPhone Your PC s IP address displays in the dialog box If your PC has more than one IP address you can select a preferred IP address or choose Use best IP address 3 Click OK Once s...

Page 347: ...ta CS extensions directly When placing an external call you must use an access code see Entering account codes when placing calls on page 3 3 Exiting the SoftPhone Important Exiting the SoftPhone disables it so that it no longer rings for incoming calls It is the same as unplugging your phone Callers to your number will hear ringing then be transferred to voice mail or the next action in your rout...

Page 348: ... all other windows You can set it separately for the main SoftPhone window and the New Call window Audio device to use for playback Select the sound card on your computer to use for playing SoftPhone audio Audio device to use for recording Select the microphone or other audio device to use for speaking and recording with SoftPhone Check USB Phone Click to check the connection with a USB phone conn...

Page 349: ...trata CS Softphone When starting the stand alone SoftPhone for the first time you must provide your Strata CS Server s Internet Span IP Address When running the SoftPhone appears as a blue keypad icon in the Windows notification area To exit the SoftPhone stand alone application right click the SoftPhone system tray icon and click Exit Configuring the stand alone SoftPhone To set up the stand alon...

Page 350: ...the SoftPhone s audio quality on your network you should instead use a recommended IP analog or digital phone as listed in Chapter 6 of Strata CS Installation Maintenance Manual When using the Strata CS SoftPhone if you switch to using a station or exit ViewPoint Call Forwarding is automatically turned off so calls are routed to the user s regular station PCs running Windows 2000 or below cannot u...

Page 351: ...AM SIP SOFTPHONE CHAPTER CONTENTS About the eyebeam SIP softphone G 2 Before installing the eyeBeam softphone G 3 Installing and configuring an eyeBeam SIP softphone G 3 Launching the eyeBeam softphone G 6 Using eyeBeam with Strata CS G 7 ...

Page 352: ...figure an eyeBeam SIP softphone for use with Strata CS Important If your system is configured to use only H 323 based Voip the eyeBeam SIP softPhone will not work Use the Strata CS H 323 SoftPhone instead See Appendix F Using the Strata CS H 323 SoftPhone Note that the eyeBeam SIP softphone provides higher audio quality Recommended USB phones While many headsets work with the eyeBeam softphone the...

Page 353: ...ing a SIP phone on page 6 14 for instructions If you don t have an external station If you don t have an external station choose Tools Options click the Phone tab and check Imitate a station when my incoming routing calls to external numbers Installing and configuring an eyeBeam SIP softphone __________ Use this procedure to install an eyeBeam softphone on your PC and configure it for use with Str...

Page 354: ...ee the eyeBeam documentation for how to set audio settings 4 Next the Settings dialog box opens Choose the SIP Accounts Add a New SIP Account Server tab Note If you accidentally exit the dialog box right click anywhere on the eyeBeam phone and choose Settings to open it again 5 Check Enable this SIP account This enables the eyeBeam phone to register with Strata CS 6 Under User details enter the fo...

Page 355: ...d by your administrator 7 Under Domain Proxy check both Register with domain and Use as outbound proxy 8 Click the SIP Accounts Add a New SIP Account Advanced tab and uncheck Send SIP keep alives 9 Click the Media Audio Devices tab Uncheck Enable VAD Disabling VAD creates a more natural audio sound since the eyeBeam will transmit audio continuously rather than stopping transmission when it doesn t...

Page 356: ...ddress of your Strata CS Server Launching the eyeBeam softphone __________________________ To use the eyeBeam softphone with Strata CS do the following when you log on to ViewPoint 1 Click Options to expand the Logon dialog box 2 Select one of the following under Use this phone with ViewPoint If you have a properly configured SIP phone external station see Configuring a SIP phone on page 6 14 simp...

Page 357: ...hen placing a Strata CS call that requires dialing an access code from an eyeBeam phone you do not hear dial tone after dialing the access code You can continue dialing the number and the call will be placed correctly Or to hear dial tone you can press the Dial button again after dialing the access code for example Dial 9 Dial and then dial the number Ending a call To end a call click the End Call...

Page 358: ... Pressing Flash puts the caller on hold like with the Hold button To generate a Strata CS Flash command press Mute Click the phone s Mute button to mute the call Transfer Click the phone s Xfer button to perform a Strata CS blind transfer To perform a supervised transfer dial and use the Strata CS transfer telephone command Record Clicking Record performs a local eyeBeam recording not a Strata CS ...

Page 359: ...password showloginoptions Syntax user username password password showloginoptions Example user Neil Pratt password 2112 The three switches can be used separately Use to automatically log on to ViewPoint as a specific user With just user and password present ViewPoint skips the Logon dialog box To have Strata CS still display the full Logon dialog box for example to change phone information add sho...

Page 360: ...ber For station number specify an internal or external station ID for example station 77 For remote number use the following syntax access code extension phone number IP address access code Syntax ac code Example ac 9 Specifies the dialing service access code for Strata CS to use when placing calls to you If omitted Strata CS uses the default dialing service for your number type extension Syntax e...

Page 361: ...lem Report Wizard is a tool that collects appropriate log files and prompts you for information that can help solve the problem The Problem Report Wizard creates a problem report package as a ZIP file in the location of your choice You can then send the ZIP file to your system administrator To prevent ZIP files from being overwritten the Wizard gives each problem report package a unique name based...

Page 362: ...e a specific call run the Problem Report Wizard as follows 1 Do one of the following From ViewPoint choose Help Report a Problem Run the file C Program Files Common Files Toshiba Strata CS TVPRWizard exe 2 Answer the questions presented in each Wizard window 3 Optionally check Send Problem Report Package via e mail in the final window to e mail the problem report package to your Strata CS system a...

Page 363: ...rom voice mail 2 3 while on hold with Pause and Repeat 15 13 411 dial by name 3 4 7 leave a callback number with a voice message 2 3 9 usual number to dial an external call 3 3 A Aastra phones configuring in ViewPoint 18 5 with voice first answering 4 5 about Archived Recording Browser E 1 access codes entering using the phone 3 3 selecting using ViewPoint 12 8 accessing account 1 2 account codes ...

Page 364: ...s E 11 flagging recordings for follow up E 10 importing recordings archived in earlier versions E 12 loading saved search E 8 logging on E 1 managing recordings E 8 opening Call Log details for recordings E 10 playing recordings E 10 purging recordings E 11 refreshing search results E 11 restoring recordings to Servers E 11 running E 1 saving current search E 8 searching for recordings E 2 sorting...

Page 365: ... folder overview 11 2 adding as pane to other folders 8 15 adding Phonebook pane to 8 15 commands answer 11 7 associate with contact 11 14 disconnect 11 16 insert audio 11 13 mute 11 16 12 13 park 11 15 play caller s name 11 16 put on hold 11 9 put on hold while ringing 11 8 record call 11 12 send incoming call to voice mail 11 7 take call 11 7 transfer 11 10 transfer while ringing 11 8 unpark 11 ...

Page 366: ...g 4 4 associating with a contact 11 14 checking a phone number to dial 12 9 conferencing using drag and drop 12 13 using the phone 4 10 using ViewPoint 12 12 declining 4 2 disabling call waiting for 3 6 disconnecting without hanging up 3 5 6 11 11 16 forwarding overview 15 3 and Where I Am 15 2 as displayed in Extensions list 10 2 prompting for password 15 5 prompting to accept or decline 15 5 sta...

Page 367: ... Centrex extensions forwarding calls to 15 6 placing calls to 12 8 Centrex system sending a Flash command to 4 11 checking numbers 12 9 CMA See Contact Manager Assistant coaching agents calls C 16 users calls 12 14 columns freezing 18 24 keeping on screen during scrolling 18 24 moving and resizing 18 23 showing and hiding 18 22 sorting by 18 23 conference calls as displayed in Call Monitor 12 12 c...

Page 368: ...ithout hanging up 3 5 6 11 11 16 distribution algorithms for routing calls to workgroups 15 15 Do Not Disturb personal status 9 3 using the phone 5 10 documentation 1 5 double beep as contact account code prompt 3 3 drag and drop transferring 11 10 drag and drop in ViewPoint 8 19 E E special character in page strings 13 14 e mail notification of voice mail 13 12 e mailing greetings 13 20 e mailing...

Page 369: ...il 15 6 when logging on 8 7 forwarding voice mail using the phone 5 5 using ViewPoint 13 4 freezing columns 18 24 FrontOffice 2000 1 3 FWD button on status bar 8 12 G GoldMine 1 3 grab and hold 11 8 grab and hold greeting default text of 11 8 greetings overview 13 18 active 13 19 available space for 5 8 e mailing 13 20 for when you re on the phone 15 14 grab and hold 11 8 hierarchy for 13 20 manag...

Page 370: ...alls placing using the phone 3 6 placing using ViewPoint 12 9 IP calls See Internet calls ISDN outbound caller ID 18 17 J joining agents calls C 16 users calls 12 14 L L special character in page strings 13 14 line appearances using 4 12 Link button 4 2 lock line 18 24 locking folders 8 16 locking ViewPoint display 8 13 logging on as a visitor 8 6 changing default station 8 7 from a remote number ...

Page 371: ...thers in Call Log 14 5 Outlook 1 3 ownership of calls in the Call Monitor 11 6 P page string special characters for 13 14 pager notification of voice mail 13 12 pages placing 3 6 panes Call 8 15 in Call Monitor folder 11 5 locking layout of 8 13 Phonebook 8 15 view bar 8 11 parking calls Call Monitor tab for 11 4 using the phone 4 11 using ViewPoint 11 15 password changing using the phone 5 10 cha...

Page 372: ...ough system from a remote phone 6 7 to contacts 12 3 to extensions 12 4 to My Numbers 12 4 to workgroups 12 4 using dialing services 12 8 using the dial bar 12 2 using the phone 3 3 12 2 while on another call 3 5 with hands free answering 4 5 play button 8 27 Please say your name prompt about 4 3 turning off 18 7 popping up caller information B 9 Prevent Switching Folders command 8 16 priority of ...

Page 373: ...on Call Log 14 10 reporting problems I 1 reset times for queue statistics C 12 returning your last call 3 5 12 10 Reverse Phone Number Lookup Add in 18 26 ringback 4 7 11 10 18 9 ringer changing pattern of 18 11 customizing duration of ringing 18 10 turning off with personal statuses 9 8 ringing phone answering another 4 4 routing lists overview 15 7 actions 15 10 active 15 9 in call rules 17 8 ca...

Page 374: ...l status C 19 monitoring coaching and joining agents calls C 16 without receiving calls C 2 supervising users calls 12 14 support technical 1 4 synchronizing with Microsoft Exchange Server 13 7 System camp on greeting 15 14 System Hold Greeting 15 13 T tabs in Call Monitor folder 11 3 in Extensions list 10 3 TAPI Service Provider overview 1 3 using from other contact manager applications 16 12 tec...

Page 375: ... 8 Welcome Wizard 8 8 ViewPoint Web Access overview 1 3 accessing 8 2 visitor logging on as 8 6 voice files importing and exporting 8 28 recording and playing 8 27 voice mail adding notes to 13 8 associating with a contact 13 7 bookmarks 8 27 and call forwarding 15 6 caller options while leaving 2 3 calling back using the phone 5 6 calling back using ViewPoint 13 6 deleting shared 8 26 deleting us...

Page 376: ...tles avoiding Please say your name prompt with 4 3 capturing for contacts in their own voice 16 11 recording for contacts 16 7 recording for yourself using the phone 2 2 recording for yourself using ViewPoint 18 5 voice first answering 4 5 voice mail greetings See greetings VOIP See Internet calls VOX format 8 28 W WAV format 8 28 Welcome Wizard 8 8 Where I Am default 9 13 in personal statuses 9 7...

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