Toshiba STRATA CS Communication Server Release 6 Manuals

Manuals and User Guides for Toshiba STRATA CS Communication Server Release 6. We have 2 Toshiba STRATA CS Communication Server Release 6 manuals available for free PDF download: User Manual, Quick Reference Manual

Toshiba STRATA CS Communication Server Release 6 User Manual (346 pages)

ViewPoint for Communication Server Release 6

Brand: Toshiba | Category: Server | Size: 4.15 MB

Limited Warranty
4
Table of Contents
5
Ontents

17
- Organization
  18
- Conventions
  20
- General Description
  21
- Related Documents/Media
  21
- User Guides
  21
Introduction

17
Getting Started

23
Chapter 1. The Grand Tour

25
Chapter 2 . Recording Your Voice Title and Voice-Mail Greeting

30
Using the Telephone

33
Chapter 3. Placing Calls on the Phone

35
Chapter 4. Answering and Handling Calls on the Phone

43
Chapter 5. Managing Voice Mail and Your Account with the Phone

57
Chapter 6. Using Strata CS with a Remote Phone

67
Chapter 7. Sharing Stations

81
Using Viewpoint

85
Chapter 8 . Using Strata CS Viewpoint

88
- About Strata CS Viewpoint
  88
  - Using Viewpoint in Spanish, German, French Parisian or French Canadian
    88
- Using Viewpoint from any Web Browser
  88
- Logging on to Viewpoint
  89
- Exiting Viewpoint
  94
  - Exiting and Logging off
    94
- Elements of the Viewpoint Window
  94
  - The Menu Bar
    94
  - The Toolbar
    95
  - The Navigation Pane
    95
  - The View Bar
    96
  - The Status Bar
    97
  - Hiding and Showing Viewpoint Window Elements
    97
  - Locking Viewpoint Window Elements
    98
  - Customizing the Viewpoint Display
    98
- Viewpoint Folders
  98
- Managing Folders and Items
  102
  - Using Commands in Folders
    102
  - Managing Items in Folders
    102
  - Printing Items in Folders
    107
- Organizing Items in Folders
  107
  - Viewing Folders in the Folder List
    107
  - Private and Public Folders
    107
  - Managing Folders
    108
  - Viewing Public Folders
    108
  - Managing the Deleted Folder
    109
- Sharing Folders
  109
  - Viewing Shared Folders
    111
  - Deleting Shared Items
    111
- Using the Audio Controls
  112
- Importing and Exporting Strata CS Items
  113
  - Exporting the Extensions List
    117
  - Exporting the Call Log
    118
Chapter 9. Using Personal Statuses

121
- About Personal Statuses
  122
  - The Personal Status Button in the Status Bar
    123
- Using Predefined Personal Statuses
  123
- Selecting a Personal Status
  125
- Modifying a Personal Status
  126
- Creating a Custom Personal Status
  126
- The Personal Statuses Folder
  129
- Personal Status and Your Active Settings
  129
  - Changing Your Active Settings
    130
  - Active Settings Hierarchy
    132
- Personal Status Defaults
  132
  - Setting Personal Status Defaults
    133
- Changing the Personal Status of Another User
  134
Chapter 10. Using the Extensions List

135
- Viewing Strata CS Extensions
  136
  - Extensions Folder Tabs
    137
  - Extensions Folder Columns
    137
- Placing Calls to an Extension
  139
- Changing Another User's Personal Status
  139
- Exporting the Extensions List
  139
Chapter 11 . Receiving and Handling Calls in Viewpoint

142
- Using the Call Monitor Folder
  142
  - Automatically Sorting New Calls
    142
  - Call Monitor Folder Tabs
    143
  - Call Monitor Folder Panes
    145
  - Call Monitor Folder Columns
    145
- Displaying the Call Monitor Folder Automatically
  145
- Selecting and Acting on a Call in the Call Monitor Folder
  146
  - Call Ownership
    146
  - Double-Clicking Calls
    146
- Commands While a Call Is Ringing
  147
- Commands While You're on a Call
  149
  - Putting a Call on Hold
    149
  - Transferring a Call
    150
  - Recording a Call
    152
  - Playing Recorded Audio into a Call
    153
  - Associating a Call with a Contact
    154
  - Parking a Call
    155
  - Unparking a Call
    155
  - Sending a Call to Voice Mail
    155
  - Muting a Call
    156
  - Playing a Caller's Name
    156
  - Disconnecting a Call While Staying on the Phone
    156
  - Entering an Account Code for a Call
    156
  - Adding Notes to a Call
    157
- Preventing Certain Calls from Ringing Your Phone
  157
- Incoming Call Indicators
  157
- Sharing Your Call Monitor Folder
  159
  - Viewing Shared Calls
    159
Chapter 12 . Placing Calls in Viewpoint

162
Chapter 13. Managing Voice Messages in Viewpoint

177
- About Managing Voice Messages in Viewpoint
  178
  - The Voice Mail Folder
    178
  - Archiving Voice Messages
    179
  - Managing Thousands of Voice Messages
    179
- Listening to Your Voice Messages and Call Recordings
  180
  - Listening to a Voice Message as It Is Being Left
    180
- Handling Your Voice Messages
  180
- Managing Call Recordings
  184
- Sharing Your Voice Messages
  184
- Managing Your Voice Mail Quota
  185
  - Setting a Maximum Length for Your Voice Messages
    185
- Sending a Message Directly to a User's Voice Mail
  186
- Knowing When You Have New Messages
  187
  - System Tray Button
    187
  - Number in Navigation Pane
    187
  - Stutter Dial Tone
    188
  - Message Waiting Light
    188
  - New Message Sound
    188
  - E-Mail, Pager, and Call Notifications
    188
  - Scheduling Notifications
    191
- Managing Greetings
  194
  - The Greetings Folder
    195
  - Greeting Hierarchy
    196
  - Recording a New Greeting
    196
  - E-Mailing a Greeting
    196
  - Playing a Greeting into a Call
    197
Chapter 14 . Using the Call Log Folder

200
- The Call Log Folder
  200
  - Call Log Folder Filters
    200
  - Call Log Folder Columns
    200
  - Viewing Call Details
    203
- Taking Notes on a Call Log Entry
  205
  - Hiding and Showing the Notes Pane
    205
  - Associating a Call from "Unknown" with a Contact
    205
- Returning a Call in the Call Log Folder
  206
- Entering an Account Code for a Call Log Entry
  206
- Opening the Contact Record from a Contact's Call
  206
- Listening to a Recorded Call from the Call Log
  207
- Sharing the Call Log
  207
- Reporting on the Call Log
  207
- Exporting the Call Log
  208
Advanced Strata CS Features

209
Chapter 15. Call Forwarding and Routing Lists

211
Chapter 16 . Managing Contacts and Workgroups

230
- About Contact Management and Strata CS
  230
- The Contacts Folder
  230
  - Using Contacts Folders
    230
  - Private and Public Contacts
    231
  - Changing Double-Click Behavior
    231
  - Using the Index Buttons for Quick Access
    231
- Managing Contacts
  232
  - Entering a New Contact
    232
  - Placing Calls to Your Contacts
    235
  - Sharing Your Contacts
    235
- Teaching Strata CS to Recognize Your Contacts
  235
- Opening Contacts from Within Other Folders
  240
- Using Contacts in Another Contact Manager
  240
  - Using the Strata CS Contact Manager Assistant
    241
  - Importing Contacts from Other Contact Managers into Strata CS
    241
- Using Workgroups
  242
  - Personal and Public Workgroups
    243
  - The Workgroups Folder
    243
  - Creating a Workgroup
    243
  - Having a Workgroup Appear as an Extensions Tab
    244
Chapter 17 . Using Call Rules

248
- About Call Rules
  248
  - Call Rules Overview
    248
  - Examples of How You Can Use Call Rules
    249
- The Call Rules Folder
  249
- Creating a New Call Rule
  250
- Enabling or Disabling a Call Rule
  254
- Choosing the Priority of a Call Rule
  255
  - How Strata CS Resolves Call Rule Setting Conflicts
    255
- Ignoring All Call Rules
  256
Chapter 18. Customizing Viewpoint

257
Appendices

281
Appendix A. Telephone Commands Quick Reference

283
- Call Announcing Commands
  283
- Call Handling Commands
  284
- Quick Call Commands
  285
  - Quick Call Commands for Call Center Agents
    286
- Voice Mail/Account Menu
  288
  - Logging on
    288
  - Logging on from a Remote Location
    288
  - Voice Mail/Account Menu Commands
    289
Appendix B. Working as an Agent in a Call Center Queue

291
- Starting and Ending Your Shift, and Taking Breaks
  292
  - Starting Your Shift
    292
  - Ending Your Shift
    293
  - Taking a Break
    293
- Whether this Chapter Applies to You
  292
- What Call Center Agents Need to Know to Get the Job Done
  293
- Working at Different Phones
  294
- Signing in and out of a Queue
  295
  - To Sign in or out of a Queue
    295
  - Seeing Whether You Are Signed in or out of a Queue
    295
- Receiving and Handling Queue Calls
  296
  - Viewing Your Position in the Queue
    296
  - Being Monitored or Coached by a Supervisor
    296
  - Using the Call Monitor Tabs
    297
  - Wrap-Up Time
    298
  - Viewing Queue Activity
    298
- Placing Calls from a Queue
  298
  - Determining Whom You Are Calling as
    299
- Popping up Caller Information
  299
- Working Remotely
  299
Appendix C. Supervising a Call Center Queue

301
Appendix D. Working as an Agent in an ACD Workgroup

321
- About Participating in an ACD Workgroup
  322
  - Use of the Strata CS Viewpoint
    322
- Marking Yourself Ready and Unavailable
  322
- Receiving a Call
  323
- Using the Call Monitor
  323
- Listening to the ACD Workgroup's Voice Mail
  324
- Placing ACD Workgroup Calls
  324
- Taking a Break
  324
- Viewing the ACD Workgroup's Contacts and Call Log
  324
  - Using the /Station Command
    328
Appendix E. Using the Strata CS Archived Recording Browser . E-1

329
Appendix F. Logging on with Command-Line Switches

329
Appendix G Reporting Problems

329
- Using the Problem Report Wizard
  329
  - Reporting a Problem that Involves a Specific Call
    330
  - Reporting Other Problems
    330
Index

331

Toshiba STRATA CS Communication Server Release 6 Quick Reference Manual (28 pages)

Communication Server Release 6

Brand: Toshiba | Category: Server | Size: 0.35 MB

Toshiba Categories

Laptop

Air Conditioner

TV LCD TV

All in One Printer

More Toshiba Manuals

Toshiba STRATA CS Communication Server Release 6 Manuals

Toshiba STRATA CS Communication Server Release 6 User Manual (346 pages)

Table of Contents

Ontents

Introduction

Getting Started

Chapter 1. The Grand Tour

Chapter 2 . Recording Your Voice Title and Voice-Mail Greeting

Using the Telephone

Chapter 3. Placing Calls on the Phone

Chapter 4. Answering and Handling Calls on the Phone

Chapter 5. Managing Voice Mail and Your Account with the Phone

Chapter 6. Using Strata CS with a Remote Phone

Chapter 7. Sharing Stations

Using Viewpoint

Chapter 8 . Using Strata CS Viewpoint

Chapter 9. Using Personal Statuses

Chapter 10. Using the Extensions List

Chapter 11 . Receiving and Handling Calls in Viewpoint

Chapter 12 . Placing Calls in Viewpoint

Chapter 13. Managing Voice Messages in Viewpoint

Chapter 14 . Using the Call Log Folder

Advanced Strata CS Features

Chapter 15. Call Forwarding and Routing Lists

Chapter 16 . Managing Contacts and Workgroups

Chapter 17 . Using Call Rules

Chapter 18. Customizing Viewpoint

Appendices

Appendix A. Telephone Commands Quick Reference

Appendix B. Working as an Agent in a Call Center Queue

Appendix C. Supervising a Call Center Queue

Appendix D. Working as an Agent in an ACD Workgroup

Appendix E. Using the Strata CS Archived Recording Browser . E-1

Appendix F. Logging on with Command-Line Switches

Appendix G Reporting Problems

Index

Toshiba STRATA CS Communication Server Release 6 Quick Reference Manual (28 pages)

Table of Contents

Related Products

Toshiba Categories