Toshiba STRATA CIX Remote Call Control, Installation Manual

Page 1: ...TOSHIBA Telecommunication Systems Division Call Router Installation Guide Title Page March 2009 ...

Page 2: ...ience or exemplary special incidental indirect or consequential damages whatsoever or claims of third parties regardless of 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 ...

Page 3: ...Y 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 HOWEVER...

Page 4: ...g the malfunc tion by TAIS or its authorized dealer with new or refurbished parts at their option If TAIS or one of its autho rized dealers does not replace or repair such parts the retail customer s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective and which are returned to TAIS through one of its authorized dealers within the wa...

Page 5: ...nu 6 Tab Options 7 Access Menu 7 Log In Log Out 7 OAI Server Connection 8 Testing 9 Active Calls 10 Routing Extensions 10 Monitored Extensions 11 Call Router Administrator 21 File Menu 21 Open Database 21 Import a File 21 Import 25 Setup Menu 26 Extra Info Fields 26 Auto Import 26 Incorporate Menu 30 Old Version DBase 30 Unknown DBase 30 Help Menu 31 Tab Choices 32 DBase Individual Tab 32 DBase Ta...

Page 6: ...Examples 46 Appendix B Voice Assistant 47 Standard Scripts 47 Script 1 Play message and hang up 47 Script 2 Play message transfer call and hang up 48 Script 3 Prompt for information accept DTMF input return call to Call Router 48 Script 4 Play message and do a Centrex transfer 49 Script 5 Centrex Transfer 49 Additional Voice Scripts 50 ...

Page 7: ...on Call Router typically runs on the Strata ACD server Requirements PC Requirements Call Router requires the Net Server included in the Strata ACD in order to run Call Router can run on the same PC where the Net Server is running Call Router runs on Windows NT Windows 2000 Windows XP or Windows 2003 server Operating Systems Power Up Call Router will automatically launch once Net Server successfull...

Page 8: ...Overview Requirements 2 Call Router Installation Guide 03 09 ...

Page 9: ... SAVCLID MDB before you begin the installation procedure Once the installation of Call Router is complete use the Incorporate command in Call Router Administrator to import your old database see Incorporate Menu on page 30 It is also a good idea to delete all the existing files except for your saved database before the upgrade installation just to make sure that all the files you are using are cur...

Page 10: ...inistrator option when installing the Call Router Important If the PC dedicated to Call Router is on a network which allows one PC to access the hard drive of another PC it is possible to install Call Router Administrator on a different PC altogether This would allow an Attendant or a Data Processing Clerk to update the database from their local PC without having to go to the server PC to make add...

Page 11: ...Call Router Installing Call Router Administrator Call Router Installation Guide 03 09 5 Call Router The following picture shows the main window of the Call Router ...

Page 12: ...e If no group is specified it will use ports from the or Universal group Call Router Administrator This menu option is used to launch the Call Router Administrator The Call Router Administrator can also be launched through Start Programs Toshiba Call Router Administrator Show Activity This menu option is used to display Call Router events It is primarily used for troubleshooting Help Menu On line ...

Page 13: ...ton is used to log in and log out of Call Router After successfully logging in your access level will display under the Log Out button Enter the appropriate password See table below Password Access Level 9999 All access level 8888 Access control 3333 Operator control 2222 Programming level 1111 Monitoring level ...

Page 14: ... to indicate it is operating Login Name This is the application name Password This field can be left blank or you can enter a unique password Extension This field can be left blank or you can enter a unique extension number Hostname This is the name of the Net Server PC Often times the default value of localhost will be fine In some situations you may need to enter the NetBIOS name of the Net Serv...

Page 15: ...e 03 09 9 Use Remote Access Port Enable this check box if you are accessing a remote Net Server through the Internet Access Passwords This section is used to Add Delete and Update user access information and passwords Testing Use this tab to troubleshoot ...

Page 16: ...This tab displays calls that are currently active in Call Router Routing Extensions This tab is used to Add Delete and Change the extensions that Call Router will monitor If you have a successful connection to your routing database the Route Dbase will show a status of Operating ...

Page 17: ...talled the settings in this area will not have any effect on the operation of Call Router however for the most efficient operation leave Never selected If you are using Voice Assistant select the radio button which defines how you want to process calls when they first arrive at the Call Router Always Always send a new call to Voice Assistant for processing Never Under no circumstances send new cal...

Page 18: ...t optional press OK Click on the Std Scripts button to display the Standard Voice Assistant Scripts that are installed with Call Router See the Voice Assistant Operations Manual for more information Default Phone Numbers Important This field should be programmed to the extension number where calls should be routed when no other destination is known That is when all the search paths that the user h...

Page 19: ...ad of to Bob s personal voice mailbox then you would enter 214 for the Extension and 2349 for the Vmbox In addition you can use this same format to route calls to something like a fax mailbox by first entering the system fax mailbox number 299 for example and then entering the specific mailbox that you want to send the call to 312 for example Outside Party This form allows you to route calls to an...

Page 20: ...alls It is best to use the Route as a New Call option because if the call is eventually forwarded to Voice Mail it will then go to the correct voice mailbox Off Premise Call Routing This field should be programmed to the trunk access code that should be used whenever routing a call to an outside number and no other trunk access code has been specified Route FWDed IC Calls Call Router is able to ro...

Page 21: ...base searches Call Router can perform and the order in which they are done Select the searches you need for your application They will be executed in the order they appear on the screen reading from top to bottom As soon as a match is found in the Call Routing Database for any enabled option the search is considered completed and no further searches will be done Related information see Special Unk...

Page 22: ... option should be disabled to speed the search process Do Calling Name Search When this option is enabled if none of the number searches listed above find a match Call Router will search the Name field for a match This option can be useful if the Telephone Company does not send the main listed number of a calling party but instead sends the actual number of the line selected by the PBX of the call...

Page 23: ...h uses the Account No field for the database search By using this feature a CallerID ANI number which is not recognized by the Call Routing Database the first time will be recognized on all subsequent calls With matching Main When this feature is enabled a new record will be created if all of the following circumstances are true 1 Do Phone Search is enabled in the Preferences Database section and ...

Page 24: ...ields Calling Name Account No Destination Schedule of the new record are copied from the same fields of the record which created the match 4 The Temporary flag of the new record is set to True External Database Search This option is used when integration with Database Assistant is desired Database Action Name Enter the name of your Database Action or select one from the drop down list or click New...

Page 25: ...mber or customer account number Thus an effective CallerID based solution must be able to map many telephone numbers to a single Main phone or customer account number By collecting all the secondary numbers of a customer through the use of the Unknown Database and or the Auto Learn feature and mapping them to that customer s Main telephone number the efficiency of your call routing strategies can ...

Page 26: ... with the name you have entered in the database when it routes the call This feature can be useful if there is a name that is more meaningful to you than the name provided by the Telephone Company For example if Bob Lucero means more to you than ABC Company you would enter Bob Lucero in the name portion of the database entry form and enable this option Attach Account Code When this option is enabl...

Page 27: ...e primary Call Routing Database you can use the Open Database menu option to tell Call Administrator where the new database is located Import a File This menu choice allows the manual importing of data from a comma delimited ASCII text file Most other database programs can export to this type of file format so this is quite useful for copying data from other databases When selected the menu option...

Page 28: ...ause the program to automatically overwrite the existing record with the imported one effectively deleting the old one File Options There are two file options available Delete Import File This option will automatically delete the import file once the import is complete Create Result File If selected a results file will be stored in the same directory and have the same name as the import file excep...

Page 29: ...in the Choice 2 Destination routing for the record to be used if no Schedule is specified or if the specified Schedule does not create a match If this destination is something other than a simple extension number such as an outside line voice mailbox or Voice Assistant script the proper programming convention for these destinations must be duplicated If there is any question as to what that conven...

Page 30: ...New Foods 439866 V299 254 2129460900 DEF CR LF 505 438 8032 1 field Any default entries entered on the Setup screen will be included as part of this record 510 455 2310 Travis William 2 fields The Calling Name field must be entered in double quotes because it contains a comma as part of the name Any default entries entered on the Setup screen will be included as part of this record 5128981209 Pret...

Page 31: ...rds are being imported Call Administrator is rendered inactive The import process can be aborted by pressing the Cancel Import button at any time If aborted records already read will become part of the database but no further records will be imported Whether the process was canceled or not a dialog box will let you know the results of the import when it is finished ...

Page 32: ...If the import process is aborted by pressing the Cancel key the import file will not be deleted making it available to the next Auto Import cycle It is important to remember that the Auto Import feature works through Call Router Administrator All the settings and configurations that apply to Call Router Administrator are automatically passed through to the Auto Import feature This means that becau...

Page 33: ...ill cause the program to automatically keep the existing record and ignore the record being imported Modify dBase This will cause the program to automatically overwrite the existing record with the imported one effectively deleting the old one File Options Create Result File If selected a results file will be stored in the same directory and have the same name as the import file except the filenam...

Page 34: ...mport Call Router Administrator can be programmed to automatically delete records from the Call Routing Database For the automated delete feature to work Call Router Administrator must be running It will monitor its own program sub directory for delete files which are any files with the suffix of DEL ex OLDCUST DEL Once these files have been processed they will be automatically deleted If the dele...

Page 35: ... xxx Miscellaneous Line Syntax Like the import files Comment Records can be imbedded in the delete files as well See the discussion above Field Definitions The format of the delete records is as follows DELETE FieldName Field Value CR LF The system searches the database for the first match of the Field Value in the specific field and if the match occurs then that record is deleted from the databas...

Page 36: ...DBase Incorporate can and should be used to import any data from another MS Access database to the primary database including but not limited to the Unknown Caller Database If you are importing from a database other than the Unknown Database the field names and types must be identical to those of the Unknown Database When you select Incorporate from the Main Database Menu the program will prompt y...

Page 37: ...in the Unknown Database by clicking on the Move All button If you want to do this it is suggested you weed out all the records that you do not want or can not identify first so that your main Call Routing Database does not become cluttered and difficult to work with When you click on either of the Move buttons a dialogue box will ask you if you want to delete the original record s Click Yes or No ...

Page 38: ...ll be substituted as the CallerID of the calling party when a match is made This field can be useful if you have a Bell Operating Company that sends you the CallerID of the actual number being used rather than the Main or Listed number of the trunk group but in your application you need the actual Main or Listed number of the caller to be the number that is passed with the call Calling Name This i...

Page 39: ...sed to enter a specific customer ID to associate with the selected phone number It is programmed through the menu option Setup Extra Info Fields Preferred Agent This optional field can be used to enter a preferred agent associated with the selected phone number This field can be customized through the menu option Setup Extra Info Fields Call Priority This optional field can be used to enter a call...

Page 40: ...matched then the search will check the Calendar that has been applied to the matched Schedule Segment If none has been entered for the Calendar option then the call is routed to the Segment Destination and the search is finished If there is a Calendar specified then the program will check to see if the current date falls between any of the Begin Date and End Date entries The program will also chec...

Page 41: ... and made it permanent by de selecting this box Using the Temporary feature insures that no bad or unwanted records which may have been inserted escape the notice of the Call Administrator The status of this check box does not affect the use or performance of the information in the record Accessed This is a line of information stating the last date and time that the current record was accessed Thi...

Page 42: ...ave button is disabled If a change is made to any portion of the record including the destination the Save button automatically becomes enabled Special Unknown Caller Record A record with the Phone Number field equal to ten zeroes 0000000000 is a special Unknown Caller record If this record exists and no match is found on any of the database searches selected in the Preferences Database section of...

Page 43: ...f you want to scroll through the records based on a sort by Caller Name Account Modify To or Temp orary status simply drag and drop that column to the first position on the left and the sort will be re done Refresh The Table view is not constantly refreshed because with large databases this would be a constant drain on screen time Automatic refreshes are done whenever a change is made from the Dba...

Page 44: ...call should go to the Receptionist Schedules can also be created for a typical day rather than for groups You can create a schedule called Workday and set it to mirror the logical flow of your company s work day sending calls to an ACD group during the busy first few hours of the day to a Receptionist during the rest of the morning until lunch when the Bookkeeper covers the incoming calls back to ...

Page 45: ... consist of Start and Stop Times Weekday selections Calendar references and Destination information A typical Segment might be described in plain English something like this every weekday Monday through Friday between 8 and 5 except on all of the official company holidays route calls to Using the Add button you can add as many Segments as you need The program will automatically give the new segmen...

Page 46: ...ar as exceptions or as the rule Do this by picking either Except on these dates or Only on these dates Except on these dates If you pick this option it means that the dates listed in the Calendar specified will disqualify this Segment from being used If Christmas 12 25 95 is one of the dates listed in the Calendar for example selecting this option means that even if the time and day of the week ar...

Page 47: ...lendars and Modifying or Deleting existing ones Adding a New Calendar To Add a new calendar click on the Add New Calendar button A Calendar Name dialogue box will appear Enter an appropriate name in the description box and click OK You can now start entering the dates that you want included on this Calendar by using the Modify procedures ...

Page 48: ... Dates form On the little calendar find the beginning date for the entry you are making by scrolling through the years months and days Click it so that it is highlighted and press Update The date you have selected will now be written in the Begin Date column for this entry To edit the End Date or Description highlight one of those columns and click Change Repeat these steps until you have all the ...

Page 49: ... The Database Repair program is a companion program for Call Router This program provides a way to Repair and Compact a Call Routing Database that is used by Call Router to route calls Browse Use this button to select a Database other than the default Database currently selected ...

Page 50: ... database before it is Incorporated into the main Call Routing Database Both Repair and Compact work by creating a temporary database When the process is completed you are given the option to delete the temporary database Select Yes If the temporary database is not deleted the next Repair or Compact that you initiate will return an error message If you select No the temporary database can be delet...

Page 51: ...used in a search criteria because the data insertion only happens AFTER a successful search For example you could NOT put the P token in the Account No field and then search by account number expecting it to find an account number matching the calling phone number Tokens Types P Calling Phone Number H Calling Phone Number Hyphenated N Calling Name E Called Phone Number G Called Phone Number Hyphen...

Page 52: ...ld be 4388032 3P The first 3 digits of the calling phone number 5054388032 would be 505 505 7P 505 plus the last 7 digits of the calling phone number 5054388032 would be 505 4388032 or 4388032 would be 505 4388032 505 8H 505 plus the last 8 digits of the Hyphenated phone number 505 438 8032 would be 505 438 8032 or 438 8032 would be 505 438 8032 ...

Page 53: ...on Guide 03 09 47 Appendix B Voice Assistant Standard Scripts Script 1 Play message and hang up Script Listing 1 Play Message and Hangup 2 ANSWER 3 PLAY 1 4 HANGUP Sample Entry This script will play message number 8901 and then hang up Direct entry equivalent S 1 8901 ...

Page 54: ... 3 PLAY 1 4 XFR 2 5 HANGUP Sample Entry This script will play message number 102 Please hold while your call is forwarded transfer the call to extension 1601 and then hang up Direct entry equivalent S 2 102 1601 Script 3 Prompt for information accept DTMF input return call to Call Router Script Listing 1 Get Phone Return call 2 ANSWER 3 PLAY 1 4 GDIGITS 2 3 4 5 PLAY 5 6 RTN Sample Entry ...

Page 55: ... Note that for parameter number 3 the terminating digit the default sign was used however an extra comma was needed to indicate the place of that parameter Direct entry equivalent S 3 101 7 A 107 Script 4 Play message and do a Centrex transfer Script Listing 1 Play Message and Centrex Transfer Call 2 ANSWER 3 PLAY 1 4 CXFR 2 5 HANGUP Sample Entry This script will play message number 107 Thank you ...

Page 56: ...If not supplied this INI file will be automatically created with the 4 scripts shown below If the file is provided it can override the 4 defaults and or add additional VA scripts dynamically to the Voice Assistant Scripts window Format of CRVA_SCR INI file Scripts Desc1 Prompt Caller for Phone Number Script1 3 100 15 P 107 Desc2 Prompt Caller for Customer Script2 3 101 25 A 107 Desc3 Prompt Caller...