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Contents

Chapter 5 – Contact Center

IPedge General Description 01/12

Requirements ................................................................................................................................ 48
Interactions ................................................................................................................................... 48

Chapter 5 – Contact Center

Basic ACD Features ............................................................................................................................ 49

Advanced Call Routing  ................................................................................................................  49
Intelligent Announcements ...........................................................................................................  49
IVR Voice Assistant Open Database Connectivity (ODBC) Access  ...........................................  49

Enhanced ACD Features ..................................................................................................................... 50

Web-based Contact Center .................................................................................................................. 50

Web Callback ............................................................................................................................... 50
Chat Contact Center ...................................................................................................................... 50

Chapter 6 – Features

Содержание ID EDGE

Страница 1: ...TOSHIBA Telecommunication Systems Division January 2012 General Description Title Page ...

Страница 2: ...f the form of any claim that may result from the use of this document THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE WHETHER EXPRESSED OR IMPLIED THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS USE OF COLLATERAL EQUIPMENT OR OTH...

Страница 3: ...irs to Certified Equipment should be coordinated by a representative designated by the supplier Any repairs or alterations made by the user to this equipment or equipment malfunctions may give the telecommunications company cause to request the user to disconnect the equipment Users should ensure for their own protection that the electrical ground connections of the power utility telephone lines a...

Страница 4: ... WAS OBTAINED FROM A VIDEO PROVIDER LICENSED BY MPEG LA TO PROVIDE MPEG 4 VIDEO NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE ADDITIONAL INFORMATION INCLUDING THAT RELATING TO PROMOTIONAL INTERNAL AND COMMERCIAL USES AND LICENSING MAY BE OBTAINED FROM MPEG LA L L C SEE HTTP WWW MPEGLA COM Toshiba America Information Systems Inc Telecommunication Systems Division End User License Agre...

Страница 5: ...by the warranties provided through the original manufacturer and passed on intact to the purchaser by Toshiba Customers should consult their product documentation for third party warranty information specific to third party products More information may also be available in some cases from the manufacturer s public website While Toshiba offers a wide selection of software hardware and peripheral p...

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Страница 7: ...e 9 Chapter 2 Telephones and Peripherals IP 5000 Series IP Telephones 11 Features 13 Connectivity 13 Capabilities 14 Liquid Crystal Display LCD Models 15 IP4100 DECT Telephone 16 Handset Features 16 IP4100 BASE Features 16 Telephone Button Expansion Options 17 LCD Add on Module LM5110 17 Key Module KM5020 17 IP Direct Station Selection IDM5060 Console 17 Attendant Console 18 Peripherals 20 Polycom...

Страница 8: ...r 4 Networking Preplanning for VoIP Deployment 39 Benefits 39 Requirements 39 Interactions 40 LAN Deployment 41 Benefits 41 Requirements 41 Interactions 42 Remote Administration 43 Benefits 43 Requirements 43 Interactions 43 Centralized Administration 44 Benefits 44 Requirements 44 Interactions 44 IPedge Net 44 Benefits 44 Requirements 44 Interactions 44 Remote IP Telephones 45 Benefits 45 Require...

Страница 9: ...51 Add on Module ADM 51 Advisory Message 51 Alarm Notification 52 Alternate Answer Point 52 Automatic Busy Redial 52 Automatic Call Distribution ACD Server 52 Automatic Callback ACB 52 Automatic Line Selection ALS 52 Background Music BGM 53 Call Completion 53 Call Forward 53 Call History 54 Call Manager 54 Call Park 54 Call Pickup 55 Call Transfer 55 Call Waiting 57 Caller Identification 57 Class ...

Страница 10: ...Line Button 68 Group CO Line Button 68 Live System Programming 68 Meeting 68 Message Waiting 68 Mobility 69 Music Messaging On Hold 69 Multiple Call Delayed Ringing 69 Off hook Camp On 70 Override 70 Call Forward Override 70 Class Of Service Override 70 Do Not Disturb DND Override 70 Executive Override 71 Privacy Override 71 Paging 71 Telephone Group Paging 71 Emergency Page 71 External Paging 72 ...

Страница 11: ...ribution 80 Unified Communications 80 VLAN Tagging 81 Voice Tone Signaling 81 Volume Control 82 Messaging 82 Automated Attendant 82 Fax 84 Voice Messaging 85 Unified Messaging 90 Multi site Networking 91 Administration 91 Reporting 93 Security 95 Appendix Specifications Operating Environment 97 Power Considerations 98 UPS Recommendation 98 Station Dimensions 98 IPedge Component Compatibility 99 Sy...

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Страница 13: ... proprietary stations and peripherals customer supplied peripherals as well as cabling and connectors Chapter 3 Unified Communications describes the IPedge Messaging Call Manager Meeting and Mobility Solutions which together form Toshiba s Unified Communications product suite Chapter 4 Networking describes the various network related configurations that need to be done when installing the IPedge s...

Страница 14: ...red notes apply to specific items Important Calls attention to important instructions or information Courier Shows a computer keyboard entry or screen display Type Indicates entry of a string of text Press Indicates entry of a single key For example Type prog then press Enter Plus Shows a multiple PC keyboard or telephone button entry Entries without spaces between them show a simultaneous entry E...

Страница 15: ...fied Communications platform designed for customers who want to deploy on an all IP network infrastructure to realize the savings of managing a single network Networking between IPedge servers and or Strata CIX systems is enabled via IPedge Net using one IP address The IPedge solution is easy to install and is available in three different sizes depending on the number of users applications and con...

Страница 16: ...ight 15 Deep 8 12 Wide 1 x Core 2 Quad x 2 6GHz Processor 4GB DRAM 2 x Quad Core x 2GHz Xeon Processors 12GB DRAM 1 x Atom Dual Core x 1 80 GHz Processor 4GB DRAM 1 x 160GB HDD 2 x 300GB HDDs RAID 1 standard 250GB HDD Up to 200 Users Up to 1 000 Users 8 to 40 Users Figure 2 IPedge EP Server IPedge EP System Horizontal view with Left and Right Rack mount Brackets IPedge EP System Horizontal and Ver...

Страница 17: ...d as either a single centralized voicemail system for the entire enterprise or as a distributed voicemail system for each site Unified Communications Unified Communications is built in and provides Call Control from PC Chat and Presence on the desktop Call Manager Meet me Conference and Web Collaboration Available on EC and EM systems only Having a built in conferencing and web collaboration elimi...

Страница 18: ... centralized system administration is integrated with browser access from your PC Simplifies and integrates multiple forms of communications to optimize business processes Leverage server based technologies Low profile chassis offers a sleek look and occupies minimum rack space Standard Rack Mount allows mounting on an existing standard 19 inch server rack Survivability within or across the networ...

Страница 19: ...running on a MAS or MicroMAS can connect to IPedge Operating Environment The environmental requirements for the IPedge EC and EM systems are shown under Operating Environment on page 97 Software The following software is included and installed on the IPedge server Linux Operating System Java Apache TomCat MySQL platform software IPedge Core Call Processing Media Server Voicemail Unified Messaging ...

Страница 20: ...tration Enterprise Manager can be accessed locally over the LAN or with proper network security remotely over the Internet and because it is used from the user s Web browser no special software is required to be loaded on the user s client PC The Web browser must be Windows Internet Explorer 7 0 or Firefox 5 0 and above The Enterprise Manager application reduces the time required to manage multipl...

Страница 21: ...On the LAN IPedge works with the SoftIPT and IP telephones An FXO T1 ISDN gateway is used to connect the all IP IPedge solution to PSTN networks Strata CIX system users can migrate to IPedge and minimize their investment by using their Strata CIX system as a gateway for PSTN interfaces and DKT telephones The Strata CIX is networked to IPedge through IPedge Net Figure 4 Typical IPedge Network Confi...

Страница 22: ...Overview Configuration 8 IPedge General Description 01 12 Multi node IPedge and Strata CIX systems can be networked together using IPedge Net Figure 6 Multi Node Confi guration ...

Страница 23: ...US is included with the purchase of a new IPedge system At the time of purchase the SUS plan term may be extended for up to 5 years with a discount for purchasing multiple years Before the plan expires the plan term again may be extended for 1 to 5 years with multi year discounts available An IPedge system with a lapsed Software Support and Upgrade Service plan may reinstate the SUS plan for a fee...

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Страница 25: ...port Gigabit Ethernet ADM DSS BESCB and carbon handset headset IP5122 SDC Looks and functions similar to the IP5122 SD telephone when connected to the IPedge system This telephones fully support all the IPedge features and services of a regular IP5122 SD telephone However this telephone can have a unique feature button called the Analog Central Office ACO button to connect directly to your local C...

Страница 26: ...IP5022 SD IP5522 SD 10 programmable buttons 4 line LCD IP5122 SD IP5122 SDC IP5622 SD 10 programmable buttons 4 line backlit LCD IP5132 SD 20 programmable buttons 4 line backlit LCD IP5131 SDL IP5531 SDL IP5631 SDL 20 programmable buttons large backlit LCD with HTML support and navigation key ...

Страница 27: ...ments such as setting button beeps room noise sensitivity and handset busy override tone An adjustable tilt stand base is built in providing flexible angle adjustment of the entire telephone Connectivity The IP telephones connect to the IPedge system via the LAN or WAN These telephones do not use the System power supply so there is no power restriction to limit the number of IP telephones that can...

Страница 28: ... particular IP telephone to keep a reserved directory number on a IPedge system This prevents IP telephones from logging in with another telephone s directory number if the other telephone has been disconnected to be taken to another location This feature uses the unique Media Access Control MAC address that is permanently coded into each telephone network interface circuit The unique MAC address ...

Страница 29: ...a 150 x 168 pixel LCD screen Config screen This screen can be used for Telephone configuration settings Using this screen you can set the IP address subnet mask etc Web screen provides users with the access to the web page This capability can be used to create the custom applications designed to match with IP5131 SDL phone screen so that the user can enter or retrieve the data from the IP5131 SDL ...

Страница 30: ...Voice HDSP Basic and Extended operations Over air feature upgrade support DECT 6 0 frequency support with encryption Back lit keypad for easy operation in low lit environments Laser etched keypad numbers for extended life use Three soft keys for ease of operation Four programmable feature keys for flexibility in operations 2 5 mm headset jack Polyphonic ringer support Vibration ring support Additi...

Страница 31: ... feature buttons to the 5000 series telephones These buttons can be assigned as CO line Directory Number DSS One Touch Speed Dial or any other flexible feature IP Direct Station Selection IDM5060 Console The IDM5060 console shown right is for system attendants The IDM5060 operates alongside an IP telephone and has 60 programmable feature buttons These buttons can be assigned as CO Line Directory N...

Страница 32: ...be installed on a Dealer Customer supplied PC The latest Attendant Console software is available at no charge on Toshiba FYI The minimum PC requirements for the IPedge Attendant Console are Operating Software Microsoft Windows XP Professional or Windows 7 32 bit Processor 2 0GHz Intel Pentium 4 Celeron or higher Memory 1GB RAM CD ROM Drive CD R W Drive or DVD capable of reading CD ROM data files t...

Страница 33: ...ng the icon starts the All Call Page then the Attendant can select one of two page zones All other views available for the Attendant are for administrative and management use They do not control any type of call handling except how chosen options affect the overall operation The Attendant Console also enables an attendant to manage console settings maintain a user directory and view call statistic...

Страница 34: ... For the most recent versions supported Polycom end points Data sheets etc refer to Internet FYI TSD 3rd Party Partners Polycom page Table 2 Polycom End Points Type IPedge End Points Supported Image Desk Phones SoundPoint IP 321 SoundPoint IP 331 SoundPoint IP 450 SoundPoint IP 550 SoundPoint IP 560 SoundPoint IP 650 SoundPoint IP 670 WiFi Wireless Phones SpectraLink 6020 connects via a gateway Sp...

Страница 35: ...rovides adaptive full duplex voice operation along with network adjustable speaker volume and microphone sensitivity The product is easily configurable via a network web management utility Providing door closure and tamper alert signaling the VoIP Intercom has a tamper resistant design that allows the unit to be mounted securely and safely Network downloadable firmware support allows for easy upgr...

Страница 36: ... all of its products The Mediant 1000 provides superior voice technology for connecting legacy telephone and PBX systems to IP networks as well as seamless connection of the IP PBX to the PSTN The Mediant 1000 is fully interoperable with multiple vendor gateways Softswitches gatekeepers proxy servers IP phones Session Border Controllers and firewalls The Mediant 1000 matches the density requiremen...

Страница 37: ... generation country dependent MWI and CID for true integration with the existing telephony infrastructure A variety of management and provisioning tools such as AudioCodes EMS embedded web server Telnet and SNMP enable fast deployment and management of large and complex networks MediaPacks are based on VolPerfectTM architecture AudioCodes underlying best of breed core media gateway technology for ...

Страница 38: ...decs and signaling protocols Architecture and design enhancements improve sound quality and application integration QuadroM Dual E1 T1 This model doubles the call capacity of the QuadroM E1 T1 affording as many as 60 simultaneous calls 48 simultaneous calls for T1 US and Japan from the two broadband trunks The QuadroM Dual E1 T1 30 features 30 channels of g 729 compression codec The QuadroM Dual E...

Страница 39: ...nd Instant Messaging With a presence viewer you can see the status of other users both their telephone busy idle status and calendar status from Outlook integration with the ability to click on the name to either call or instant message chat with them You can decide the best way to contact someone to maximize efficiency Outbound Dialing from Any Application Making a call is as easy as highlighting...

Страница 40: ...and Screen pops Your call answering personnel can provide better service by immediately knowing which customer is calling with screen pop integration to your customer relationship management applications and databases This saves you time and serves your customers better Off premise Call Forwarding Enables your incoming calls to reach you when you re out of the office and enables you to change your...

Страница 41: ... convenience of checking all your messages from one place Web based unified messaging adds mobility allowing users access to their email voice by using only an Internet browser without even needing to first access their email providers This is especially useful when away from the office enabling mobile users to access and manage their voice from anywhere they have internet access Remote Connection...

Страница 42: ...hone voicemail or other telephone answering devices Follow Me Record to Mailbox Allows the mailbox owner to record a conversation that has been answered at the follow me number The conversation is saved and sent to the mailbox owner s voicemail box as a new message Follow Me Transfer Back After the mailbox owner receives the call to the external device he can redirect the caller to another interna...

Страница 43: ...ications UC Purchase Call Manager Advanced license I CM 1 when full UC capabilities are required ACD customers and or Network Call Manager customers must purchase the full featured Call Manager Advanced as the Call Manager Standard is not supported under this environment Call Manager clients connect to the Net Server running on the IPedge system with the appropriate license I CM 1 I CM V1 on IPedg...

Страница 44: ...he status of other users Instant Messaging Chat Using the VoIP Audio capabilities can provide a complete soft phone speech path when using a PC with the proper speech component support Rules and actions can be set up to automatically activate when calls arrive even while you are away The Call Manager is based on the Microsoft Fluent User Interface which is easy to use and manage Microsoft s fluent...

Страница 45: ...either call chat send broadcast edit or delete History The History companion application automatically creates a log of calls dialed received and missed on the local telephone extension The Call History can be searched for specific calls by date telephone number name or account code Calls can be automatically dialed by double clicking the call in the Call History window The entire Call History or ...

Страница 46: ... be presented with another pop up screen requesting information about whether the call was successful and if not whether it should call again later for example if the party was busy The Personal Power Dialer displays all calls yet to be placed as well as calls that have recently been completed plus as the status of the dialers and the phone Web Browser The Call Manager provides an integrated web b...

Страница 47: ...bar and conversation Telephone Portal for Moderator and Participants enables moderators and participants to exercise in conference controls via DTMF Outlook Calendar Integration allows meetings to be easily scheduled and invitations distributed to all participants Web based Reporting enables managers to have a view into the impact of audio conferences and web collaboration sessions in their busine...

Страница 48: ...al connections This solutions offers your enterprise a compelling way to optimize costs and improve accessibility for your mobile workforce uMobility is compatible with most cellular service providers and on select Android BlackBerry iPhone Windows Mobile and Nokia devices it enables users to make and receive calls as an extension of the IPedge system uMobility solution contains two software compo...

Страница 49: ...ion even if his extension is already in use by transferring the registration from one IP telephone to another Allows the Administrator to oversubscribe when building IP extensions The Administrator can create and build more IP stations using Enterprise Manager than there are licensed IP endpoints Advantages Multiple users can share one IP telephone hot desk or one SoftIPT Logout function allows a ...

Страница 50: ...tocol Label Switching MPLS Private line connection For an access line to link the user s location with the access point of the carrier or provider using a private line broadband line xDSL CATV or fiber optics is recommended The IPT Anywhere feature enables remote IP telephone users working in branch offices or home offices to make full use of the extension features of the IPedge The diagram below ...

Страница 51: ...t Phone works on desktop or laptop PC with Microsoft Windows Vista Windows XP and Windows 2003 operating systems OS The SoftIPT client looks similar to 5000 series telephones shown below SoftIPT on a PC integrates the power of the PC with most of the features available on an IP5000 series telephone The features supported by SoftIPT are Self labeling feature keys User control over feature button la...

Страница 52: ...ed to the IPedge system in several different ways Intranet A wired or wireless PC can connect to the office LAN that connects to an IP telephone Internet A wired or wireless PC at a remote site can connect to a Cable or DSL modem to an Internet Service Provider ISP to a router Wireless The wireless PCs or Toshiba Tablet PC need a Wi Fi system The SoftIPT wireless units can operate within range of ...

Страница 53: ...ut to determine whether network or service upgrades are required to support a VoIP deployment Toshiba recommends carrying out the network assessment with QoS enabled on the network Site Inventory Analysis A site survey must be carried out to determine the list of network devices required for a given deployment This survey must include considerations for the minimum required capability feature set ...

Страница 54: ...ng activities Interactions While most end customer deployments fit the Toshiba recommended network deployment model there may be instances where an end customer has unique network infrastructure or security policies which necessitate custom configuration and deployment As this can potentially increase deployment time and effort it is critical to review end customer deployment environment and polic...

Страница 55: ...itive to packet loss delay and jitter in the network Depending on the size of the implementation one or both of these mechanisms is required DiffServ DSCP 46 Enable DiffServ in the network switches and routers and in the phones to prioritize voice traffic over data traffic 802 1q VLAN For larger deployments 100 IP Phones create a separate Voice VLAN and a data VLAN to limit the broadcast domain an...

Страница 56: ...on Router The IPedge server is designed to be deployed primarily in a private address space behind a Firewall and NAT router In order to successfully deploy and manage the IPedge system the firewall rules need to be configured to ensure that all valid incoming traffic is allowed by the firewall For security reasons the firewall should be configured to deny all other traffic One must configure NAT ...

Страница 57: ...r can log on to the network and administer the system directly The VPN session must be configured with sufficient privileges to enable access to the IPedge system Firewall and NAT Configuration This method relies on manual configuration of the Firewall allow inbound management traffic and the NAT router forward inbound management traffic to IPedge to allow remote access to the IPedge system from a...

Страница 58: ...the web browser will be redirected to the specific node server To allow these functions it is necessary to configure the Firewall and NAT rules at the remote node as documented in the Remote Administration section above IPedge Net Benefits A system with multiple independent IPedge nodes and associated end points can be logically unified by networking the individual nodes together using IPedge Net ...

Страница 59: ...ession needs to be setup between the remote location and the main office In case of a SoftIPT the IPSec VPN connection is established by a soft VPN client back to the main office Interactions When using MRS most home office and small office routers require no configuration in the firewall and NAT locally as they tend to initiate the connection and save state for the inbound connection In some case...

Страница 60: ...ired the MRS function within IPedge can be used to get a remote SIP end point registered with an IPedge node To use this method within the Firewall and the NAT router at the main office the following ports need to be opened and forwarded in order for the remote SIP end point to communicate to the IPedge system SIP UDP port 5060 Media Relay Server UDP port range 21000 22999 IPSec VPN A remote SIP e...

Страница 61: ... administration interface in order to register with and use the service Within the Firewall and the NAT router the following ports and protocols need to be opened and forwarded in order for local end points to communicate and make calls via the SIP trunk service SIP UDP 5060 RTP RTCP Dynamically assigned SIP ALG Application Level Gateway The firewall that the IPedge server sits behind must support...

Страница 62: ...or desktop screen sharing service TCP 1935 1945 DNS Server Configuration In order for the IPedge Meeting service to be easily and publicly from the WAN accessible a couple of fully qualified domain names FQDNs need to be created These FQDNs need to be mapped via the DNS service to the IP address of the IPedge Server FQDN mappings within the DNS service server need to be created for Meeting adminis...

Страница 63: ...ional Call Router enables calls to be routed based upon parameters such as Caller ID account numbers private lists time of day day of week day of year and user entered data account code etc This is an optional feature that can be added to the ACD application Intelligent Announcements The holding caller can be informed of call status such as their place in queue or estimated time before an agent an...

Страница 64: ... tagged with a priority number before they are placed into the ACD group queue The priority number assigned to the call determines where the call is placed in queue This feature enables high priority calls to be answered sooner than low priority calls The escalation parameter ensures that no call is lost due to higher priority calls Web based Contact Center Multimedia Contact Center application us...

Страница 65: ...non verified by the system Add on Module ADM One to two LM5110 s 10 button can be attached to IP5000 series telephones to provide an additional 20 programmable buttons One to two KM5020 s 20 button can be attached to the IP5000 series telephones to pro vide an additional 40 flexible buttons ADM buttons can be programmed with outside line or Directory Number buttons Direct Station Selection One Tou...

Страница 66: ...ck ACB can be activated by pressing an ACB feature Soft Key or by dialing 4 When the busy DN or outside line becomes available the station will be automatically called back and be connected to and ring the originally called station or receive a dial tone from an outgoing line When ACB is activated the calling station receives a success tone followed by a busy tone Once ACB is activated the caller ...

Страница 67: ... applies when calls are not completed because the station does not answer is busy or is in Do Not Disturb A series of options are available to the user when encounter ing these conditions They include changing the calling signal from Voice Announce to Ringing or vice versa setting Automatic Callback setting the Message Waiting light Camp on Busy Overriding the condition with Privacy DND Executive ...

Страница 68: ...n the telephone that answers the call as answered If a call is not answered it is stored on the line or DN owner s tele phone as abandoned To store call records a telephone must be allocated Call History memory by the System Administrator Call Manager The Call Manager features are covered in Chapter 3 Unified Communications Call Park Call Park gives any station regardless of type a method for hold...

Страница 69: ...or group assignments Ringing Page or Held Call Pickup This feature picks up ringing or held calls including Group Page and All Call Page calls If these types of calls occur at the same time the pickup priority is station to station and then Page calls in the order of occurrence In some systems this feature can be applied to pick up All Call Page exclusively Call Transfer Call Transfer is the abili...

Страница 70: ...es remain connected Transfer Unscreened Unscreened Transfer allows the transferring party to exit the connection before the trans fer destination answers After the destination answers the call the system treats it as a reg ular call If the destination does not answer the call within the predetermined time period the transferring party is recalled Transfer to Voice Mail The transferring party can t...

Страница 71: ...or not they want to interrupt their current call for the waiting call To answer the Call Waiting the current call must be parked terminated or transferred Multiple calls can be queued to a single station all waiting for that station to become free the call at the head of the queue provides the Call Waiting signal and LCD indication The tone two beeps signaling Call Waiting tone is provided through...

Страница 72: ...arty is entitled to access the trunk facility QPL is used by the Automatic Call back feature and the Off hook Camp On feature to determine the queuing priority of the calling party The COS is always referred against the configuration table while the DRL FRL QPL are referred with their numeric values Thus the numeric value of COS is just an index In addition to the COS index the station profile may...

Страница 73: ...tton will go idle after releasing from the connection The DN can then be used to make or receive calls from the originating tele phone Telephones and or VM devices can establish tandem SIP trunk connections and then release from them without disconnecting the tandem connection in the IPedge system After releasing from a tandem call reconnecting to the call can be accomplished by dial ing an access...

Страница 74: ... and DID numbers are assigned options in Class of Ser vice These include Toll Restriction Override privileges allowed tandem connection security code administration etc Any of these options can be changed independently for each telephone line and DID number when the system switches from one operating mode to another For example When the system changes from the Day to Night mode selected stations c...

Страница 75: ...l by Name directory if desired Direct Inward Dialing DID This feature allows external callers to dial directly to individual extensions or groups of telephones without intervention by an operator IVR or auto attendant Each incoming DID number can be routed individually to an extension pooled or group line button ACD group maintenance modem external page night bell voice mail box or back out over t...

Страница 76: ...eive calls It is a tele phone s main extension number Each telephone is assigned only one PDN and that tele phone is designated as the owner of the PDN This PDN button can be made to appear multiple times on other telephones see Secondary DN Buttons Features Class of Ser vice etc are associated only with the station assigned as the owner of the PDN PDNs that appear on telephones other than the own...

Страница 77: ...ed The DSS but ton s LED shows the status of the station and the PDN it represents idle busy DND or ringing The DSS LED will turn on steady or flash at a unique rate depending on the sta tus refer to the DSS Button Status Display list below The DSS LED displays the telephone s status for any type of call on any button including PhDN and Line buttons The DSS LED also indicates the status of the sta...

Страница 78: ...hone has idle DNs Telephones with DND Override capability can ring DND tele phones Emergency Call An Emergency Call access code can be established in the IPedge Net system to route calls to specified emergency destinations and to prioritize their delivery to those destinations Up to four emergency destinations can be programmed for each mode of operation Day Day2 and Night This is particularly use...

Страница 79: ... the three Day Night Modes of operation and offer immediate and two delayed ringing parameters The delay parameters are assigned for each incoming Line Group Flexible Numbering The system numbering plan can be customized for the user s needs Directory numbers line and feature access codes and Network Coordinated Numbering can be established uniquely in each system Coordinated Numbering Plan IPedge...

Страница 80: ...he user can then alternate between the new and the old call by pressing the desired Line or DN If this feature is not activated users must press Hold before accessing another line and switching between calls Call Hold This is the most commonly used Call Hold temporarily suspends a call allowing the sta tion user to do other things including using the phone Callers on hold can receive music or anno...

Страница 81: ... Net is a private networking application based on QSIG an international standard for interconnecting telephone systems IPedge Net delivers a rich set of calling features across multiple systems throughout the enterprise Users benefit from transparent dialing and simple feature operation Advanced networking features include Centralized Voice Mail Centralized Attendant Network SMDR and Station DSS b...

Страница 82: ...nces of the same Group CO line but ton is possible on each phone to allow multiple call handling for that group from each sta tion Live System Programming Programming IPedge from an on site or off site location does not interrupt the operation of the system in most cases It is interrupted for hardware upgrades and may be interrupted for some software upgrades Meeting Refer to the Meeting on page 3...

Страница 83: ...d in Chapter 3 Unified Communications Music Messaging On Hold This feature provides music or tone to a station or line that is held by a station with Line Hold or Consultation Hold and the speech path is released The system has a total of fifteen music sources plus Quiet Tone and Beep Tone on the Media server The system administrator selects from these 15 internal WAV files on the IPedge system mu...

Страница 84: ...f hook Camp On and connects them to the waiting user immediately after they become idle The user does not need to redial the destination number Override Call Forward Override Stations with this feature will not forward when they call stations that have System or Sta tion Call Forward activated This applies when using the telephone dial pad or DSS button to make a call It also applies to DSS button...

Страница 85: ...red Line or on DN buttons In the case where Privacy Override is normally allowed a telephone can have a Privacy button to block Privacy Override intrusion to the call The Do Not Disturb feature does not block Privacy Override In the case where Privacy Override is not normally allowed a telephone can have a Privacy Release button to allow intrusion to the call by any station with the shared button ...

Страница 86: ...elephones cannot intrude on the call by pressing the shared button unless the intruding telephone has the Privacy Override feature or the telephone with the call activates the Pri vacy Release button Privacy Override Privacy override controls the ability of multiple station users with a shared common Line or DN button appearance to join in each other s conversation by pressing the busy button appe...

Страница 87: ...he Specified Caller ID feature allows applications such as Messaging and uMobility to send the phone number Caller ID of the calling party to the cell phone or other phones when the application routes a call With this feature the called party can see the actual Caller ID on the cell phone when the Follow Me feature of IPedge Messaging routes the call to the cell phone Likewise uMobility users can ...

Страница 88: ...umber 5 to page the warehouse This sequence can be set on a One Touch button labeled Page Warehouse Another button can be set to page a particu lar group of telephones The One Touch button also has a stop function that can be entered between two num bers such as a telephone number and security code When the One Touch button is pressed it can speed dial a telephone number then pause LED flashes Whe...

Страница 89: ...ial the pilot DN to reach a telephone in the group Calls hunt so that the calls distribute evenly to each DN in the group Hunting rotation always starts in sequence with the DN that follows the DN that received the last call even if all other DNs are idle Camp on to Hunt Groups On incoming CO line calls to busy hunt groups the caller automatically camps on to the called DN or Pilot DN and the call...

Страница 90: ...lity If the user is on a peer to peer call when the failure occurs the fail over will occur after the call is finished Failover The IPT can fail over to the Secondary server by sending a Register message to the Secondary server Failback When the primary server becomes operational the IPT phones will automatically re register to the primary when each IPT has no active call and is not in use by the ...

Страница 91: ... IPedge system or via the customer s LAN as well as remotely over the Internet over the public network Software Upgrade A regular IPedge system software upgrade can be performed You can upgrade the Operat ing System without affecting your customer database Tenant Services This feature enables the IPedge system to provide separate service to multiple companies or departments tenants PDNs DIDs and i...

Страница 92: ... calls depending on the calling state of the destination The transferring features and the terminating features may be used in combination to serve most needs that arise Transfer with Camp On This feature enables the transfer of a call to a busy destination The transferred party auto matically camps on to the busy destination when the transferring party releases the call Transfer Immediate Call Tr...

Страница 93: ...fies getting a call for a busy or absent employee to his her mailbox It eliminates the need for the caller to enter the desired mailbox number after being connected to the voice mail system This feature is available using standard SMDI VM integration and does not require Toshiba proprietary VM integration Music or Ringing Option This feature enables ringing or music to be heard by the caller when ...

Страница 94: ... voice packets to be prioritized over data packets Note When using 802 1Q or 802 1P it is important to ensure that all the network of the ethernet switches and routers are capable of supporting this Reasons why a company might want VLANs Security Separating systems that have sensitive data from the rest of the network decreases the chances that people will gain access to information they are not a...

Страница 95: ...hed from Voice to Tone Signaling Volume Control Telephone users can independently adjust their handset hearing volume speaker hearing volume including BGM speaker incoming tone volume and beep tone volume Messaging The following is a list of Messaging features The Messaging features are classified into Basic and Advanced user features Basic features do not require different licenses However Unifie...

Страница 96: ... before the call is transferred to voicemail When using supervised follow me the mailbox owner can perform functions such as record the call conference in another subscriber or send the caller back to the mailbox owner s voicemail box Follow Me Connect Verification The mailbox owner can positively accept the follow me calls by pressing a key to prevent calls from ending up in cell phone voicemail ...

Страница 97: ...communications are entirely SIP Fax features are licensed on a user level not a system level basis An Advanced User license is required for a user to take advantage of the fax mail and personal fax features Fax from Desktop Provides the ability to send faxes from the mailbox owner s desktop Fax Format Fax documents sent from the mailbox owner s desktop may be formatted as PDF TIF or DCX Fax Log A ...

Страница 98: ...x For example hotel reception can access the archive mailbox to allow guests to recover messages after they have already checked out Archived messages are stored by mailbox number and date for easy access Automatic Message Copy Messages can be copied automatically from an originating mailbox to a destination mailbox Specific types of messages such as priority or group can be selected for automatic...

Страница 99: ...ge A message may be marked as confidential and the recipient will be informed that it is confidential before the message plays Delete from Subscriber s Mailbox A message may be deleted from another subscriber s mailbox by the subscriber who sent it if it has not yet been listened to Direct Transfer to Voice Mailbox The transferring party can transfer a call directly to a person s voice mailbox wit...

Страница 100: ...e notification to external devices when a message is received such as text message to cell notification to pager and call out to another phone number First time User Tutorial Mailbox Set up Assists the mailbox owner with the set up of her voicemail box change password set up personal greeting Forward Rewind A configurable timer that defines how far backward or forward a message will skip when the ...

Страница 101: ...requires the mailbox owner to confirm message deletion by pressing an additional key This option can be enabled or disabled by the system administrator Message Waiting Indication The system will trigger a light on a phone when a new message is received In addition an indication on the phone display shows the mailbox owner how many phone messages are in the mailbox Notification of Non Receipt A mai...

Страница 102: ...of mailboxes Retrieve a Deleted Message A mailbox owner can retrieve a deleted message and move it back to his saved messages folder up to one day after being deleted or a longer period of time as defined by administrator Return Receipt A message may be marked as return receipt to request confirmation that the recipient received and listened to the message Review Saved Messages A mailbox owner may...

Страница 103: ... is a configurable option that sets the number of digits that make up a valid extension number Variable Mailbox Length Variable mailbox length is a configurable option that sets the number of digits that make up a valid mailbox Volume Control Allows a mailbox owner to decrease or increase volume during message playback Wake Up Call A mailbox can be programmed to make two types of wake up calls Sys...

Страница 104: ...ailbox owner s primary inbox Messages are not synchronized Multi site Networking VPIM Using the industry standard VPIM protocol mailbox owners using Messaging can transparently send and reply to messages from mailbox users located on dissimilar but VPIM enabled voicemail systems Administration System administration is done using a web based application named Enterprise Manager An administrator s p...

Страница 105: ... that includes all feature programming messages and greetings Mailbox Transfer A single box or range of boxes may be moved to a new numbering plan The transfer includes all feature programming messages and greetings Maximum Greeting Length A configurable option to set a maximum mailbox greeting length Options are also available for those mailboxes requiring an unlimited greeting length Maximum Mes...

Страница 106: ... the channels to display which channel is in use or on stand by which mailbox is in use and which mode the Messaging is using Transfer Supervision Automated Attendant calls can be set to transfer supervision type none partial or full If fully supervised the number of rings for no answer result can be defined Variable Password Length Variable password length is a configurable number of digits that ...

Страница 107: ... Outbound calls This report provides information on all outbound calls placed by IPedge Messaging The report includes mailbox number date time result answered unanswered call duration and number dialed Port Statistics This report indicates summary activity per port on specified dates Information includes the port or channel number number of internal versus external calls total number of calls tota...

Страница 108: ... the subscriber s menu Security Limited Dial Out Digits A limited number of digits are allowed in a dial out according to class of service to prevent international toll fraud Limited Password Entry Attempts When a certain number of password entry attempts per call is detected the Messaging will immediately hang up the call to prevent automated dialers which try to expose passwords by brute force a...

Страница 109: ...ing Environment Table 4 Operating Environment EC Server EM Server EP Server Operating Temperature 500 F 950 F 100 C 350 C 500 F 950 F 100 C 350 C 500 F 950 F 100 C 350 C Operating Humidity 20 80 non condensing 20 80 non condensing 20 80 non condensing Storage Temperature 20 600 C 20 600 C 20 600 C Power 100 240 VAC 50 60 Hz 1 2 Amp at 120 VAC 130 Watts Inrush Current 11 5 Amp 100 240 VAC 50 60 Hz ...

Страница 110: ...e 5 IPedge System Power Conditioner and UPS IPedge Server EC EM EP Power Conditioner PC180A S2S PC360A S4S PC075A S2S Battery Backup Time 30 Minutes ON700XAU SN ON700XAU SN ONE254AG SE 1 Hour ON700XAU SN1 ON700XAU SN1 ONE254AG SE 2 Hours ON700XAU SN1 ON700XAU SN1 ONE604AG SE 4 Hours ON700XAU SN1 ON700XAU SN2 ONE300XAU W SV1 8 Hours ON700XAU SN2 ON700XAU SN4 ONE300XAU W SV1 Table 6 Station Dimensio...

Страница 111: ...ntact Center EC Server EM Server EP Server ACD X X X Insight Call Center Reporting X X X TASKE Call Center Reporting X X X Administration EC Server EM Server EP Server Enterprise Manager Browser based Unified Admin X X X Enterprise Manger Centralized Management Primary Server X X NA Stations and Terminal Equipment EC Server EM Server EP Server IP5000 series telephones X X X IP Attendant Console X ...

Страница 112: ... Back Tone Ringing the destination 440 480 Hz 1 sec On 3 sec Off repeat Success Tone Confirmation Tone Operation was successfully accepted 350 440 Hz 3 bursts of 0 125 sec apart 0 125 sec Reject Tone Operation was rejected After this tone is done the original conversation is resumed 1209 Hz 0 25 sec 500 Hz 0 25 sec 3 times Busy Tone Destination is busy Invoke desired feature or retry later 480 620...

Страница 113: ...programming Ringing Type1 External Ring 20Hz 1sec On 3 sec Off Internal Ring 20Hz 0 4 sec On 0 2 sec OFF 0 4 sec On 3 sec Off Recall 20Hz 1sec On 1sec Off Ringing Type 2 Same Ringing Cadence as DK External Ring 20Hz 0 4 sec On 0 2 sec Off 0 4 sec On 3 sec Off Internal Ring 20Hz 1 sec On 3 sec Off Recall 20Hz 1 sec On 3 sec Off Recall A call is returned needs to be answered 2 kHz interrupted at 10 ...

Страница 114: ...rogramming Tones Tone Name Description Ringing Cadence Confirmation Tone During user programming or administration mode indicates the acceptance of input 2 kHz two bursts of 0 125 sec apart 0 125 sec Denial Tone During user programming or administration mode indicates the denial of input 2 kHz 0 75 sec On Volume Control Beep To adjust the beep volume 2 kHz interrupted 10 Hz continuous ...

Страница 115: ...equipment the Latency Jitter Packet loss and Packet error conditions above should be considered as well as the bandwidth Bandwidth can be calculated with the CODEC and packet size For better results more bandwidth may be required depending on the amount of overall data traffic For more details on QoS refer to A Handbook for Successful VoIP Deployment Network Testing QoS and More by John Q Walker N...

Страница 116: ...bandwidth of the WAN segment Example If you want to support 4 calls using the G 711 CODEC with a 20 msec interval this requires 4 x 88 kbps 352 kbps of bandwidth In addition to support 1000 busy hour call attempts 6 kbps must be added for a total of 358 kbps If only voice is going to be carried on the segment then a 384 kbps segment 6 B channels is sufficient If voice and data are going to be mixe...

Страница 117: ...1 1 One group for SIP trunks and one group for IPedge Net 2 2 2 Table 17 IP Telephone Station Buttons Station Buttons per System EC Server EM Server EP Server Call Forward Personal CF Buttons 160 1 000 40 Caller ID CLID button IP telephone only 160 1 000 40 Group CO Line GCO Buttons1 1 This is the total number of all GCO or Pooled Line Buttons allowed in a system Example If the GCO1 button appears...

Страница 118: ...ously 2 installed channels 3 installed channels 3 installed channels 3 Conferencing eight parties simultaneously 2 installed channels 8 installed channels 8 installed channels 8 Conference Party types up to 8 total lines stations 2 8 8 8 Two CO Line simultaneous Connection2 Two party only no telephone or VM channel 48 220 10 DID Numbers for Calling Number ID system 1 500 1 500 1 500 DNIS DID Incom...

Страница 119: ...bers in each conference The total number of members in simultaneous conferences cannot exceed the total number of conference channels The total number of conference channels available is configured through Enterprise Manager and each conference channel requires one Media Server Resource Each conference can have up to eight members Third party SIP endpoints cannot be the originator of a conference ...

Страница 120: ... Audio Channels 24 48 NA1 1 The IPedge EP server can have up to 56 stations 40 for users and the other 16 can be shared among voice mail and external Strata Meeting Meeting can run internally on the IPedge EC and EM servers Web Sessions 24 48 NA Conference Record 4 8 NA Table 22 Call Manager EC Server EM Server EP Server Users with Call Manager 200 360 40 Table 23 Messaging EC Server EM Server EP ...

Страница 121: ...The limits below apply to the IPedge EC and EM servers Total number of devices that can be monitored 1152 Total number of simultaneous device monitor calls 560 Table 24 Applications using CSTA Device Monitors Device Category Number of CSTA device monitors required 1 ACD Agent or Supervisor only 1 CSTA device monitor per agent or supervisor 2 ACD Agent or Supervisor with Call Manager and or Tracer ...

Страница 122: ... 1A Optional custom red front bezel with Toshiba and IPedge logos for I EM 1A server Provides a sleek look and secures accessibility Includes two keys Buy extra bezel keys using the I BEZEL KEY part number I EM HDD Spare 300GB SAS hard drive for IPedge model I EM 1A servers I EM PWR SUPPLY Spare power supply module for IPedge model I EM 1A server I EC HDD Spare 160GB SATA hard drive for IPedge mod...

Страница 123: ...er License with Unified Messaging per user This license includes basic voicemail features plus unified messaging I MSG ADV UP IPedge IP Messaging Advanced User upgrade per user This license requires the I MSG BAS license and adds unified messaging I MSG CH One IPedge Messaging simultaneous channel license required for each simultaneous call into voicemail I MT A IPedge Meeting meet me conferencing...

Страница 124: ...D license Required to activate ACD support in an IPedge or Strata CIX system one license is included in ACD turnkey packages and software packages One license is required for each system in the network ACD system Also required for Tracer and Talkument system if ACD or Net Phone is not installed On IPedge an I CP AUX license is required for each voice announce channel On Strata CIX a basic port lic...

Страница 125: ...ck 114 Analog VoIP Gateway 4 FXS SIP Package including 4 FXS analog lines single 10 100 BaseT AC power supply life line support requires additional life line cable G 711 723 1 726 727 729AB Vocoders SIP Can only be purchased as a bundle which includes Enhanced Technical Support and Hardware Warranty Replacement THERE IS NO OUT OF WARRANTY REPAIR available for this item Unit must be in warranty to ...

Страница 126: ...xed configurations of Analog and Digital voice modules Control protocol SIP including G 711 723 Can only be purchased as a bundle which includes Enhanced Technical Support and Hardware Warranty Replacement THERE IS NO OUT OF WARRANTY REPAIR available for this item Unit must be in warranty to qualify for replacement coverage in case of defects FYI will send a reminder to the dealer to reactivate th...

Страница 127: ...port TFTP support and stateful inspection firewall 4212924L2 Total Access 908e Four T1 network interfaces two of the T1 s can be configured for DSX 1 applications 8 FXS ports two 10 100 BaseT interfaces single FXO interface and IP Router Includes G 168 Echo Cancellation and support for G 711 and G 729a CODECs and supports up to 60 simultaneous TDM to VoIP call conversions Supports VoIP application...

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Страница 129: ...THIS EULA AUTHORIZED CHANNEL MEANS TAIS OR A DEALER AUTHORIZED BY TAIS TO PROVIDE TAIS HARDWARE AND OR SOFTWARE TO END USERS TAIS IS WILLING TO LICENSE THIS SOFTWARE TO YOU ONLY UPON THE CONDITION THAT YOU OBTAINED THE SOFTWARE FROM AN AUTHORIZED CHANNEL AND ACCEPT ALL TERMS OF THIS EULA 1 License Grant The Software is not sold it is licensed upon payment of applicable charges TAIS grants to you a...

Страница 130: ...ry notices contained in or on the Software The Software is protected under US patent copyright trade secret and or other proprietary laws as well as international treaties Any transfer use or copying of the Software in violation of the License Agreement constitutes copyright infringement You are hereby on notice that any transfer use or copying of the Software in violation of this License Agreemen...

Страница 131: ...ISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE HOWEVER TAIS WARRANTS THAT ANY MEDIA ON WHICH THE SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERI...

Страница 132: ...ware and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items Use duplication or disclosure by the United States Government its agencies and or instrumentalities is subject to restrictions of this Agreement pursuant to FAR 12 211 FAR 12 212 a DFARS 227 7202 1 DFARS 227 7202 3 a and DFARS 252 227 7014 a ...

Страница 133: ... obligation to maintain confidentiality of information received hereunder including code or MIB will survive the expiration or termination of this agreement by seven 7 years or three 3 years from the date of the end of production of the product including succession products whichever is longer 16 Open Source Software The Software may contain software files that are subject to certain open source l...

Страница 134: ...This page is intentionally left blank ...

Страница 135: ... AND SUPPLIERS DO NOT WARRANT THAT OPERATION OF THE PRODUCT WILL BE UNINTERRUPTED OR ERROR FREE IF THE PRODUCT FAILS TO WORK AS WARRANTED END USER S SOLE AND EXCLUSIVE REMEDY WILL BE REPAIR OR REPLACEMENT IN NO EVENT WILL TOSHIBA ITS AFFILIATES OR SUPPLIERS BE LIABLE TO END USER OR ANY THIRD PARTY FOR ANY DAMAGES IN EXCESS OF THE PURCHASE PRICE OF THE MALFUNCTIONING PRODUCT THIS LIMITATION APPLIES...

Страница 136: ...WARE AND ANY RELATED DOCUMENTATION ARE PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND TOSHIBA S SOLE OBLIGATION WITH RESPECT TO SOFTWARE AND ANY RELATED DOCUMENTATION IS SET FORTH IN THE END USER LICENSE AGREEMENT FOR THE SOFTWARE WHICH IS ACCEPTED BY USING THE PRODUCT The sole obligation of Toshiba under this limited warranty is to repair or replace defective parts or Product with new or refurbished...

Страница 137: ...y related documentation pre installed on or shipped with the Product or otherwise made available by Toshiba in whatever form or media PROTECTION OF STORED DATA For an End User s important data please make periodic back up copies of all data stored on the Product as a precaution against possible failures alteration or loss of the data IF AN END USER S DATA IS ALTERED OR LOST DUE TO ANY TROUBLE FAIL...

Страница 138: ...TOSHIBA DISCLAIMS ANY AND ALL LIABILITY ARISING FROM USE OF THE PRODUCT IN ANY CRITICAL APPLICATIONS IF END USER USES THE PRODUCT IN A CRITICAL APPLICATION END USER AND NOT TOSHIBA ASSUMES FULL RESPONSIBILITY FOR SUCH USE FURTHER TOSHIBA RESERVES THE RIGHT TO REFUSE TO SERVICE ANY PRODUCT USED IN A CRITICAL APPLICATION AND DISCLAIMS ANY AND ALL LIABILITY ARISING OUT OF TOSHIBA S SERVICE OR REFUSAL...

Страница 139: ...ueuing 84 call record 84 call screening 85 called number display 15 caller ID 104 caller identification 85 capacities 103 class of service override 70 CNIS 104 CO lines groups 104 tandem 59 codec 14 85 conference capacities 104 on hold 58 ports 104 split join drop 59 consultation hold 66 CyberData intercom 21 D delayed ringing 69 70 destination restriction 105 DHCP 14 distinctive LED indicator 63 ...

Страница 140: ...ook 30 Windows 98 29 Windows 2000 29 Windows NT 4 0 29 Windows Vista 29 Windows XP 29 modem cable DSL 13 multiple call 69 70 ring group 104 N networking 90 O off hook call announce OCA 104 one touch buttons 103 override class of service 70 do not disturb 70 executive 71 privacy 71 P paging external zones 104 max simultaneous stations 104 telephone group 71 park and page 55 peripherals 11 20 phanto...

Страница 141: ... 127 telephones DP5000 series 11 tenants 105 terminal authentication 14 time zone 87 U unified messaging 3 4 5 27 28 89 V verified account codes 105 virtual private network see VPN voice mail SMDI 105 voice messaging 84 VPN W WAN 13 wireless 38 ...

Страница 142: ...This is the last page of the document ...

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