Toshiba Strata CS manuals

User Manual

Chapter 1. Introducing Strata CS
1
About Strata CS
1
Accessing Strata CS
1
Using the telephone
1
Reference” in Appendix A.
1
Using the Strata CS Client application
1
Using the Strata CS Web Client
1
Using the TAPI Service Provider and the CMA
1
Feature comparison table
1
Where to get help
1
Strata CS documentation
1
Technical support
1
About recording your voice title and voice-mail greeting
2
Recording your voice title
2
Recording your voice-mail greeting
2
The active greeting
2
Recording a new greeting
2
Recording a grab-and-hold greeting
2
Managing your greetings
2
Chapter 3. Placing Calls on the Phone
3
About placing calls on the phone
3
Dialing internal and external numbers
3
Entering account codes when placing calls
3
Dialing by name
3
Placing calls while you are already on a call
3
Putting your current call on hold and placing a new call
3
Switching between calls
3
Ending a call without losing calls on hold
3
Sending a Flash command to Centrex or another PBX
3
Placing calls with * options
3
Redialing the last call
3
Returning the last call
3
Disabling call waiting for a call
3
Placing calls to an IP address
3
Chapter 4. Answering and Handling Calls on the Phone
4
About answering and handling calls on the phone
4
Using the Flash button on your phone
4
Answering Strata CS calls
4
Call announcing
4
Call waiting
4
Answering a call at another ringing phone
4
Handling calls with the phone
4
Putting a call on hold
4
Transferring a call
4
Sending a call to voice mail
4
Disconnecting from a call and remaining on the line
4
Creating a conference call
4
Parking a call
4
Unparking a call
4
Putting a call on silent hold
4
Getting a dial tone to start another call
4
Entering an account code for a call
4
Using hands-free answering
4
Using voice-first answering
4
Forwarding your calls
4
Chapter 5. Working with Voice Messages on the Phone
5
About working with voice messages on the phone
5
Using message indicators
5
Listening to your voice messages
5
Customizing voice message playback order
5
Voice message telephone commands
5
Deleting and undeleting messages
5
Replying to a message
5
Forwarding a message
5
Calling back a message
5
Sending a message directly to a user’s voice mail
5
Voice mail from the caller’s point of view
5
Selecting a personal status on the phone
5
Chapter 6. Using Strata CS at a Remote Phone
6
About using Strata CS at a remote phone
6
Logging in at a remote phone
6
Placing calls through Strata CS
6
Answering Strata CS calls at a remote phone
6
Using the Web Client
6
Accessing the Web Client
6
Using the Strata CS Client remotely
6
Chapter 7. Using the Strata CS Client
7
About the Strata CS Client
7
Overview of the Client views
7
Logging on
7
Changing the Strata CS Server and station ID
7
Logging on at another workstation
7
Logging on as a different user
7
Changing your password
7
Logging on with command-line switches
7
Exiting the Client
7
Elements of the Client window
7
Hiding and showing Client window elements
7
Customizing the Client display
7
The Client views
7
Adding the Calls pane to any open view
7
Adding the Extensions pane to the Call Monitor view
7
Managing views and items
7
Using commands in a view
7
Managing items in the views
7
Printing items in views
7
Organizing the contents of a view in folders
7
Private and public folders
7
Using the Folder List
7
Managing folders
7
Viewing public folders
7
Managing the Deleted folder
7
Sharing views and folders
7
Viewing shared folders
7
Deleting shared items
7
Using the audio controls
7
Importing and Exporting Strata CS items
7
Chapter 8. Using Personal Status
8
About personal status
8
The Personal Status view
8
The Personal Status button in the status bar
8
Using predefined personal statuses
8
Selecting a personal status
8
Modifying a personal status
8
Creating a custom personal status
8
Personal status and your active settings
8
Changing your active settings
8
Personal status defaults
8
Setting personal status defaults
8
Changing the personal status of another user
8
Chapter 9. Using the Extensions View
9
The Extensions view
9
Extension view tabs
9
Extensions view columns
9
Placing calls to an extension
9
Changing another user’s personal status
9
Seeing the Extensions view elsewhere in the Client
9
Chapter 10. Receiving and Handling Calls in the Client
10
About receiving and handling calls in the Client
10
The Call Monitor view
10
Call Monitor view tabs
10
Call Monitor view panes
10
Displaying the Call Monitor view automatically
10
Selecting and acting on a call in the Call Monitor view
10
Double-clicking calls
10
Commands while a call is ringing
10
Taking the call
10
Sending the call to voice mail
10
Using grab-and-hold on the call
10
Commands after you answer a call
10
Putting a call on hold
10
Transferring a call
10
Recording a call
10
Associating a call with a contact
10
Parking a call
10
Unparking a call
10
Muting a call
10
Playing a caller's name
10
Disconnecting a call while staying on the phone
10
Creating notes about a call
10
Call notification options
10
Sharing your Call Monitor view
10
Viewing shared calls
10
Using the Call Monitor view with hands-free answering
10
Enabling and disabling hands-free answering in the Client
10
Using the Call Monitor view with voice-first answering
10
Enabling and disabling voice-first answering in the Client
10
Chapter 11. Placing Calls in the Client
11
About Placing Calls in the Client
11
Placing a call
11
Placing calls by using the toolbar Dial field
11
Placing calls by using other contact managers
11
Using dialing services
11
Entering a phone number by using a dialing service
11
Checking a phone number
11
Redialing numbers and returning calls
11
Displaying the Call Monitor when you place a call
11
Creating speed dial shortcuts
11
Working with conference calls
11
Adding a party to a conference
11
Conferencing separate calls together
11
Transferring a conference call
11
Using Hold and Disconnect on external callers
11
Ending a conference call
11
Chapter 12. Working with Voice Messages in the Client
12
About working with voice messages in the Client
12
The Voice Messages view
12
Knowing when you have new messages
12
System tray button
12
Stutter dial tone
12
New message tone
12
E-mail and pager notifications
12
Scheduling e-mail and pager notifications
12
Listening to your voice messages
12
Handling your voice messages
12
Forwarding a voice message
12
Replying to a voice message
12
Calling back the person who left a voice message
12
E-mailing a voice message
12
Broadcasting voice mail
12
Deleting voice messages
12
Associating a voice message from “Unknown” with a contact
12
Marking a voice message Heard or Unheard
12
Marking a voice message Urgent or Private
12
Adding notes to a voice message
12
Organizing voice messages in folders
12
Sharing your voice messages
12
Viewing your voice mailbox size
12
Setting a maximum length for your voice messages
12
Managing greetings
12
The Greetings view
12
Recording a new greeting
12
E-mailing a greeting
12
Chapter 13. Using the Call Log View
13
The Call Log view
13
Call Log view columns
13
Viewing call details
13
Viewing inbound or outbound calls only
13
Taking notes on a Call Log entry
13
Hiding and showing the Detail pane
13
Associating a call from “Unknown” with a contact
13
Returning a call in the Call Log view
13
Reporting on the Call Log
13
Chapter 14. Call Forwarding and Routing Lists
14
About call forwarding and routing lists
14
Call forwarding and the Where I Am setting
14
Forwarding calls
14
Forwarding calls by using the telephone commands
14
Forwarding calls in the Client
14
Receiving forwarded ACD workgroup calls
14
Placing calls at another user’s extension
14
Call forwarding and voice mail
14
Forwarding calls over Centrex or PBX trunks
14
Using routing lists
14
The Routing Lists view
14
Creating a new routing list
14
Routing calls to workgroups
14
Using greetings with routing lists
14
Chapter 15. Managing Contacts and Workgroups
15
About contact management and Strata CS
15
The Contacts view
15
Using contacts folders
15
Using the A-Z buttons for quick access
15
Private and public contacts
15
Changing double-click behavior
15
Managing contacts in the Client
15
Using Strata CS Client contacts
15
Using contacts in another contact manager
15
Entering a new contact
15
Sharing your contacts
15
Teaching Strata CS to recognize your contacts
15
Identifying contacts by name
15
Associating a call or caller ID number with a contact
15
Understanding name and number on caller ID
15
Using contact PINs for guaranteed recognition
15
Using workgroups
15
Personal and public workgroups
15
The Workgroups view
15
Creating a workgroup
15
Calling a workgroup
15
Chapter 16. Using Call Rules
16
About call rules
16
Call Rules overview
16
Examples of how you can use call rules
16
The Call Rules view
16
Creating a new call rule
16
Combining caller and schedule conditions
16
Setting caller conditions
16
Setting schedule conditions
16
Selecting how a call rule handles a call
16
Enabling or disabling a call rule
16
Choosing the priority of a call rule
16
Ignoring all call rules
16
Chapter 17. Working as a Call Center Agent
17
Whether this chapter applies to you
17
About call centers
17
Basic call center terminology
17
Signing in, signing out, and taking breaks
17
Signing in
17
Signing out
17
Taking a break
17
Signing in at another extension
17
Receiving and handling queue calls
17
Using the Call Monitor tabs
17
Wrap-up time
17
Placing calls from a queue
17
Marking all calls
17
Finding out how calls are currently marked
17
Popping up caller information
17
What call center agents need to know to get the job done
17
Working remotely
17
Chapter 18. Customizing Your Client
18
About customizing your Client
18
Customizing telephone behavior
18
Recording a voice title
18
Changing the language of telephone command prompts
18
Customizing or turning off call announcing
18
Customizing or turning off call waiting
18
Turning callback for calls on hold on and off
18
Changing your personal Operator
18
Customizing your listing in the dial-by-name directory
18
Customizing how long your phone rings
18
Changing ring patterns
18
Enabling and disabling hands-free answering
18
Enabling and disabling voice-first answering
18
Customizing incoming call behavior
18
Customizing voice message behavior
18
Setting voice message playback order
18
Customizing the Client for Operators
18
Customizing the Client display
18
Showing or hiding Client window elements
18
Defining double-click behavior in the Contacts view
18
Customizing columns
18
Changing how names are displayed
18
Other customization options
18

Size:

1.53 MB
Pages:

249
Language:

English

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Toshiba Strata CS User Manuals

User Manual

Table of Contents

User Manual

Table of Contents