voice processing systems - toshiba, avaya, nortelindextrading.com/ts/docs/vm/stg-ma-esall-vc.pdf ·...

�� Digital Solutions Division

April 2005

Stratagy ESVersion 4.6

Installation and MaintenanceManual

®

Voice Processing Systems

Publication InformationToshiba America Information Systems, Inc., Digital Solutions Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document.

Further, Toshiba America Information Systems, Inc., Digital Solutions Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

STG-MA-ESALL-VC

Version C, April 2005

© Copyright 2005Toshiba America Information Systems, Inc. Digital Solutions DivisionAll rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems—without express written permission of the publisher of this material.

Strata is a registered trademark of Toshiba Corporation. CIX is a trademark of Toshiba Corporation. Stratagy is a registered trademark of Toshiba America Information Systems, Inc. Strata AirLink is a trademark of Toshiba America Information Systems, Inc.

Trademarks, registered trademarks, and service marks are the property of their respective owners.

Stratagy Enterprise Server (ES)General End User InformationThe Stratagy Enterprise Server System is registered in accordance with the provisions of Part 68 of the Federal Communications Commission’s Rules and Regulations.

FCC RequirementsMeans of Connection: The Federal Communications Commission (FCC) has established rules which permit the Stratagy Enterprise Server system to be connected directly to the telephone network. Connection points are provided by the telephone company—connections for this type of customer-provided equipment will not be provided on coin lines. Connections to party lines are subject to state tariffs.

Incidence of Harm: If the system is malfunctioning, it may also be disrupting the telephone network. The system should be disconnected until the problem can be determined and repaired. If this is not done, the telephone company may temporarily disconnect service. If possible, they will notify you in advance, but, if advance notice is not practical, you will be notified as soon as possible. You will be informed of your right to file a complaint with the FCC.

Service or Repair: For service or repair, contact your local Toshiba telecommunications distributor. To obtain the nearest Toshiba telecommunications distributor in your area, log onto www.toshiba.com/taistsd/pages/support_dealerlocator.html or call (800) 222-5805 and ask for a Toshiba Telecom Dealer.

Telephone Network Compatibility: The telephone company may make changes in its facilities, equipment, operations, and procedures. If such changes affect the compatibility or use of the Stratagy Enterprise Server system, the telephone company will notify you in advance to give you an opportunity to maintain uninterrupted service.

Notification of Telephone Company: Before connecting a Stratagy Enterprise Server system to the telephone network, the telephone company may request the following:

• Your telephone number.

• FCC: Tested to comply with FCC standards.

• Ringer equivalence numbers: D/4PCI, D/41JCT-LS: 1.0BD/120JCT-LS: 1.3B

The ringer equivalence number (REN) is useful to determine the quantity of devices which you may connect to your telephone line and still have all of those devices ring when your number is called. In most areas, but not all, the sum of the RENs of all devices connected to one line should not exceed five (5.0B). To be certain of the number of devices you may connect to your line, as determined by the REN, you should contact your local telephone company to ascertain the maximum REN for your calling area.

• Network connection information USOC jack required: RJ11C or RJ14C

Radio Frequency InterferenceWarning: This equipment generates, uses, and can radiate radio frequency energy and if not installed and used in accordance with the manufacturer’s instruction manual, may cause interference to radio communications. It has been tested and found to comply with the limits for a Class A computing device pursuant to Subpart J of Part 15 of FCC Rules, which are designed to provide reasonable protection against such interference when operated in a commercial environment. Operation of this equipment in a residential area is likely to cause interference, in which case, the user, at his/her own expense, will be required to take whatever measures may be required to correct the interference.

This system is listed with Underwriters Laboratory.

Important Notice — Busy-On-HoldIn accordance with U.S. Copyright Law, a license may be required from the American Society of Composers, Authors and Publishers, or other similar organization, if radio or TV broadcasts are transmitted through the busy-on-hold feature of this voice processing system. Toshiba America Information Systems, Inc., hereby disclaims any liability arising out of the failure to obtain such a license.

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)Digital Solutions Division License Agreement

IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT.

1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying, distributing, printing, sublicensing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the Software is strictly prohibited except as permitted by applicable law; you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice, against you or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the software in the event that you or any other person violates this License Agreement. Execution of the Software for any additional capabilities require a valid run-time license.

2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary 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 Agreement constitutes a willful infringement of copyright.

3. No Reverse Engineering. You agree that you will not attempt, and if you employ employees or engage contractors, you will use your best efforts to prevent your employees and contractors from attempting to reverse compile, reverse engineer, modify, translate or disassemble the Software in whole or in part. Any failure to comply with the above or any other terms and conditions contained herein will result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS.

4. Limited Warranty. THE SOFTWARE IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TAIS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD PARTY RIGHTS, THE WARRANTY OF YEAR 2000 COMPLIANCE, AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE. 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 PERIOD OF NINETY (90) DAYS FROM THE DATE OF DELIVERY TO YOU.

5. Limitation Of Liability. TAIS’ ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS’ OPTION REPLACEMENT OF THE MEDIA OR REFUND OF THE PRICE PAID. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL, SPECIAL, INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION/DATA, OR ANY OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY.

6. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/JURISDICTION TO STATE/JURISDICTION.

7. Export Laws. This License Agreement involves products and/or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the United States Department of Commerce prior to export. Any export, directly or indirectly, in contravention of the United States Export Administration Regulations, or any other applicable law, regulation or order, is prohibited.

8. Governing Law. This License Agreement will be governed by the laws of the State of California, United States of America, excluding its conflict of law provisions.

9. United States Government Restricted Rights. The Software is provided with Restricted Rights. The Software and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items. Consistent with F.A.R. 12.211 and 12.212 they are licensed to the U.S. Government under, and the U.S. Government’s rights therein are restricted pursuant to, the vendor’s commercial license.

10. Severability. If any provision of this License Agreement shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired.

11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party.

12. Supplier Software. The Software may include certain software provided by TAIS suppliers. In such event, you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with rights to enforce the Agreement with respect to supplier’s software.

YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT.

Toshiba America Information Systems, Inc.Digital Solutions Division9740 Irvine BoulevardIrvine, California 92618-1697 United States of America

DSD 020905

5932

Toshiba America Information Systems, Inc.Digital Solutions Division

Limited Warranty

Toshiba America Information Systems, Inc., (“TAIS”) warrants that this voice processing equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24) months after delivery. This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.

Customer will, at its sole cost and expense, provide the necessary Uninterruptible Power Supply (UPS) equipment as specified by TAIS in the Stratagy Voice Processing Systems General Description for use with the Stratagy ES system at all times. System failures and/or damages resulting from either not using a UPS with the Stratagy ES or the use of a UPS not equivalent to that specified by TAIS are not covered by this warranty.

The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever first occurs.

Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.

To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service.

THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems Division.

Contents

Introduction

Organization........................................................................................................................................... xiConventions...........................................................................................................................................xiiRelated Documents/Media ...................................................................................................................xiii

All Stratagy Products.....................................................................................................................xiiiStratagy ES ....................................................................................................................................xiiiStratagy eBrochure and Advisor CD-ROM...................................................................................xiii

Chapter 1 – Overview

Installers and System Administrators...................................................................................................1-1Installer ..........................................................................................................................................1-1System Administrator ....................................................................................................................1-2

Basic Features ......................................................................................................................................1-2User Agents ...................................................................................................................................1-2Voice Messaging ...........................................................................................................................1-2Automated Attendant.....................................................................................................................1-3Telephone Answering....................................................................................................................1-3Fax Tone Detection .......................................................................................................................1-3Multiple System Languages ..........................................................................................................1-4

Feature Groups .....................................................................................................................................1-4Enabling Feature Groups ...............................................................................................................1-4Fax .................................................................................................................................................1-5Automatic Speech Recognition (ASR) Automated Attendant (AA).............................................1-5Unified Messaging (UM)...............................................................................................................1-6Text-To-Speech (TTS) ..................................................................................................................1-7

Stratagy ES Hardware ..........................................................................................................................1-7Stratagy ES Software Platform Configurations.............................................................................1-8Voice Boards .................................................................................................................................1-8Stratagy Activation Module (SAM) ..............................................................................................1-8Optional Processing Equipment ....................................................................................................1-8

System Software...................................................................................................................................1-9Windows 2000...............................................................................................................................1-9Diagnostic Programs......................................................................................................................1-9Stratagy ES Administration Software............................................................................................1-9

System Integration .............................................................................................................................1-10CTX Integration...........................................................................................................................1-10Multiple Telephone System Connectivity – Centralized Voice Mail..........................................1-11In-band.........................................................................................................................................1-11SMDI/RS-232..............................................................................................................................1-11

Stratagy ES I&M 04/05 i

ContentsChapter 2 – Installation

ii

Maintenance .......................................................................................................................................1-12Trace and Log Utilities ................................................................................................................1-12Fault Tolerance ............................................................................................................................1-12

Exclusive Stratagy iES16 and iES32 Features...................................................................................1-12Busy Station Identification ..........................................................................................................1-12iES16 and iES32 System Time....................................................................................................1-12Night Transfer Alternate Routing................................................................................................1-12KM Token....................................................................................................................................1-12

Chapter 2 – Installation

Stratagy ES Pre-installation (Standalone Models)...............................................................................2-2Conduct a Pre-installation Company Survey.................................................................................2-2Determine Port Sizing ...................................................................................................................2-2Primary Answering Position..........................................................................................................2-2Determine Stratagy ES’s Configuration and Integration...............................................................2-2Select Hardware Site .....................................................................................................................2-3Fill Out Checklists and Forms .......................................................................................................2-3

Step 1: Log on to Windows 2000 .......................................................................................................2-4Step 2: (Optional) Install pcANYWHERE ........................................................................................2-4Step 3: Configure Voice Board Software ...........................................................................................2-4

Configure Voice Boards (D/4PCI, D41JCT-LS, D/120JCT-LS) ..................................................2-4Step 4: Start up Stratagy ES ...............................................................................................................2-5Step 5: Configure Voice Ports ............................................................................................................2-5Step 6: Connect Voice Board(s) to Telephone Lines .........................................................................2-5

D/41PCI and D/41JCT-LS.............................................................................................................2-5D/120JCT-LS.................................................................................................................................2-6

Step 7: Connect to Strata CTX 100/670 for Soft Key Control of Voice Mail and Call Record Features ...................................................................................................................2-7

Step 8: Verify System’s Basic Functions ...........................................................................................2-7Step 9: Configure System ...................................................................................................................2-7Step 10: Program Mailboxes ..............................................................................................................2-7Step 11: Record Initial Greetings .......................................................................................................2-8

Company Greeting(s) ....................................................................................................................2-8Instructional Greetings ..................................................................................................................2-8Sample Initial Greetings ................................................................................................................2-9

Step 12: Run UPS Verification Test ................................................................................................2-10Step 13: Back up the System ............................................................................................................2-10Step 14: Verify Stratagy ES Recovery .............................................................................................2-10

Chapter 3 – Using Stratagy ES Administration

View .....................................................................................................................................................3-2Toolbars .........................................................................................................................................3-2Status Bar.......................................................................................................................................3-3

Administration Access Levels..............................................................................................................3-3Administration Access for Domain Controller..............................................................................3-3

Main Menu ...........................................................................................................................................3-4Log on to Stratagy ES Administration .................................................................................................3-5Exit Stratagy ES Administration..........................................................................................................3-6

Stratagy ES I&M 04/05

ContentsChapter 4 – Stratagy ES Configuration Menu

Manage Administrators........................................................................................................................3-6Add Administrators/Department Users (includes Password Assignment)....................................3-6Delete Administrators/Department Users (includes Passwords)...................................................3-7Modify Administrators/Department User Options (includes Passwords) .....................................3-7

Connect to Server.................................................................................................................................3-7Tools.....................................................................................................................................................3-8

Change System Date/Time ............................................................................................................3-8Shutdown .......................................................................................................................................3-8ASR Sync ......................................................................................................................................3-8Voice Port Status ...........................................................................................................................3-8IVR Alias Editor............................................................................................................................3-9TCL Session ..................................................................................................................................3-9

Client PC ..............................................................................................................................................3-9Load Stratagy ES Administration Software on Client PC.............................................................3-9

Chapter 4 – Stratagy ES Configuration Menu

Access/Exit Configuration Menu.........................................................................................................4-2Access the Configuration Menu ....................................................................................................4-2Exit the Configuration Menu.........................................................................................................4-2

Refresh Configuration Screen ..............................................................................................................4-2Update Stratagy ES Database...............................................................................................................4-2Configure Voice Ports..........................................................................................................................4-2Configuration Wizard...........................................................................................................................4-3

Use Configuration Wizard.............................................................................................................4-3Telephone System Integration..............................................................................................................4-4

Add Integration Group...................................................................................................................4-7Delete Integration Group ...............................................................................................................4-8Add or Delete Switch Type ...........................................................................................................4-8PBXpert/32 ....................................................................................................................................4-8

Answer Methods ..................................................................................................................................4-9Add Answer Methods..................................................................................................................4-10Remove Answer Methods ...........................................................................................................4-10

Voice Ports .........................................................................................................................................4-11Add Voice Port Definition...........................................................................................................4-12Display Voice Port Status............................................................................................................4-12

Serial Ports .........................................................................................................................................4-13Add Serial Port Definition...........................................................................................................4-15

Notification Port Groups ....................................................................................................................4-16Add Notification Port Group .......................................................................................................4-17Remove Notification Port Group.................................................................................................4-17

Statistical Port Groups........................................................................................................................4-18Add Statistical Port Group...........................................................................................................4-19Remove Statistical Port Group ....................................................................................................4-19

IVR Hosts...........................................................................................................................................4-20Holidays .............................................................................................................................................4-20

Add Holidays...............................................................................................................................4-21Remove Holiday ..........................................................................................................................4-21

Scheduler............................................................................................................................................4-22Add Scheduled Action.................................................................................................................4-23Remove Scheduled Action ..........................................................................................................4-24

Stratagy ES I&M 04/05 iii

ContentsChapter 5 – Voice Processing

iv

Language ............................................................................................................................................4-25Change System Language Setting ...............................................................................................4-26Change Mailbox Language Setting .............................................................................................4-26

System Parameters .............................................................................................................................4-27Methods for Modifying the Parameters.......................................................................................4-28Modify System Parameters..........................................................................................................4-29Add System Parameters...............................................................................................................4-29Delete System Parameters ...........................................................................................................4-29

Chapter 5 – Voice Processing

User Agent(s) .......................................................................................................................................5-1User Agents Menu .........................................................................................................................5-2Defined User Agents .....................................................................................................................5-2Copy User Agent ...........................................................................................................................5-3Delete User Agents........................................................................................................................5-3

Class of Service (COS) ........................................................................................................................5-3Revert Function .............................................................................................................................5-4Explore Function ...........................................................................................................................5-4Create COS for Mailboxes ............................................................................................................5-5Edit COS for Mailboxes ................................................................................................................5-5

User Mailbox........................................................................................................................................5-6Reserved Mailboxes ......................................................................................................................5-6Create User Mailbox......................................................................................................................5-6Modify User Mailbox ....................................................................................................................5-7Delete User Mailbox......................................................................................................................5-7User Mailbox Reports....................................................................................................................5-7Mailbox Loops...............................................................................................................................5-8

Mailbox Editor Menu...........................................................................................................................5-9Refresh Function............................................................................................................................5-9Lock Function................................................................................................................................5-9Reset Function ...............................................................................................................................5-9Copy Mailbox ................................................................................................................................5-9BoxList ........................................................................................................................................5-10

Mailbox Editor Screens......................................................................................................................5-10Mailbox Header ...........................................................................................................................5-11User Mode Options......................................................................................................................5-14Auto Attendant Options...............................................................................................................5-18Chains/Groups/Fax ......................................................................................................................5-22Menus ..........................................................................................................................................5-26Info...............................................................................................................................................5-28Auto (Scheduling)........................................................................................................................5-30Notify...........................................................................................................................................5-35Unified Messaging.......................................................................................................................5-42ASR Auto Attendant....................................................................................................................5-45

Distribution List (System)..................................................................................................................5-47Create Distribution List ...............................................................................................................5-48Modify Distribution List..............................................................................................................5-49Delete Distribution List ...............................................................................................................5-49

Direct Send Voice User Agent ...........................................................................................................5-49Create/Modify Direct Send Voice User Agent............................................................................5-49


ContentsChapter 6 – Fax

Chapter 6 – Fax

Fax Features .........................................................................................................................................6-2Fax Mail.........................................................................................................................................6-2Fax on Demand (one-call fax) .......................................................................................................6-2Fax Back (two-call fax) .................................................................................................................6-3Fax Broadcast ................................................................................................................................6-3Client Fax Printer Driver ...............................................................................................................6-3Fax Viewer ....................................................................................................................................6-3

Fax Installation.....................................................................................................................................6-4Step 1: Verify SAM is Feature Activated.....................................................................................6-4Step 2: Verify/Configure Stratagy ES for Fax..............................................................................6-4Step 3: Install GammaLink Fax Software (Optional)...................................................................6-4Step 4: (Optional) Create/Modify Direct Send Fax User Agent(s) ..............................................6-7Step 5: Program Stratagy ES for Fax Tone Detect Messages ......................................................6-7Step 6: (Optional) Configure User Mailbox to Receive and Store Faxes ....................................6-8Step 7: (Optional) Program Simple Custom Fax Applications ....................................................6-8Step 8: (Optional) Program User Mailbox for Use with Custom Fax Printer Driver...................6-9Step 9: (Optional) Create Template for Customized Fax Cover Page .........................................6-9Step 10: (Optional) Set Notify Record(s) ...................................................................................6-10

Fax Document Conflict ......................................................................................................................6-10Client PC Fax Printer Driver..............................................................................................................6-11

Install/Configure Stratagy ES Fax Printer Driver on Client PC..................................................6-11

Chapter 7 – Automatic Speech Recognition (ASR)

ASR AA Version 2 Software Features.................................................................................................7-1ASR AA with Continuous Speech Processor.......................................................................................7-2

Hardware/Software Requirements.................................................................................................7-2Prior to Installing..................................................................................................................................7-2ASR Installation ...................................................................................................................................7-3

Step 1: Verify SAM is Feature Activated.....................................................................................7-3Step 2: Stop Stratagy Enterprise Server .......................................................................................7-3Step 3: (Optional) Install Stratagy ES Update..............................................................................7-3Step 4: Install SpeechWorks Software .........................................................................................7-3Step 5: Load ASR AA Software...................................................................................................7-4Step 6: Add Answer Method for Mailbox 900 .............................................................................7-4Step 7: Add Voice Port Definition for Mailbox 900 ....................................................................7-4Step 8: Modify Operator Mailbox ................................................................................................7-5Step 9: Record Greetings for ASR AA.........................................................................................7-5Step 10: Select Greetings..............................................................................................................7-6Step 11: (Optional) Add Aliases for Login and Sending Messages .............................................7-6Step 12: Synchronize the Stratagy ES Database with the ASR Database ....................................7-7Step 13: Stop and Restart the Stratagy ES Server Service ...........................................................7-7Step 14: (Optional) Add User Name Synonym(s) for Mailbox(es)..............................................7-7Step 15: Verify System’s Basic Functions ...................................................................................7-8Step 16: Check Stratagy ES Components Screen.........................................................................7-8

Automatic Directory Synchronization for ASR AA Feature Group....................................................7-8

Stratagy ES I&M 04/05 v

ContentsChapter 8 – Unified Messaging (UM)

vi

Chapter 8 – Unified Messaging (UM)

Feature Description ..............................................................................................................................8-1Voice File Compression.......................................................................................................................8-2Components..........................................................................................................................................8-2

Server Components........................................................................................................................8-2Client Components ........................................................................................................................8-2

SAM Upgrade Procedure .....................................................................................................................8-4Installation............................................................................................................................................8-5UM Installation on Server....................................................................................................................8-6

Step 1: Verify SAM is Feature Activated.....................................................................................8-6Step 2: (Optional) Stop Stratagy Enterprise Server......................................................................8-6Step 3: (Optional) Install Any Stratagy ES Software Component Updates (SCU)......................8-6Step 4: (Optional) Install Fax Software........................................................................................8-6Step 5: Start Stratagy ES ..............................................................................................................8-7Step 6: Configure User Mailboxes for UM ..................................................................................8-7Step 7: Configure Stratagy ES System Parameters ......................................................................8-7

Client PC Installation ...........................................................................................................................8-9Step 8: Install Stratagy ES Audio Codec......................................................................................8-9Step 9: (Optional) Install Stratagy ES Proprietary Outlook Integration Software

on Client PCs ....................................................................................................................8-9Step 10: Installing Stratagy ES Services in Microsoft Outlook .................................................8-10Using Outlook 2000/98 ...............................................................................................................8-11Using Outlook XP/2002/2003 .....................................................................................................8-12Step 11: Configure Stratagy ES Proprietary Outlook Form.......................................................8-13Step 12: Confirm Host E-mail Server’s Configuration ..............................................................8-14

SMTP Dedicated Gateway Server .....................................................................................................8-14Installation ...................................................................................................................................8-14Configuration...............................................................................................................................8-15

Record Stratagy ES Voice Messages (Using Windows Sound Recorder).........................................8-15Send WAV File as Voice Message ....................................................................................................8-16

Chapter 9 – Text-to-Speech (TTS)

Host (or CPU)-based TTS....................................................................................................................9-1Hardware/Software Requirements.................................................................................................9-1

Installation............................................................................................................................................9-2Prior to Installing ...........................................................................................................................9-2

Server Installation ................................................................................................................................9-2Step 1: Verify SAM is Feature Activated.....................................................................................9-2Step 2: Stop Stratagy Enterprise Server .......................................................................................9-2Step 3: (Optional) Install Stratagy ES Update..............................................................................9-3Step 4: Install ScanSoft ETI-Eloquence Software........................................................................9-3Step 5: (For iES16 and iES32 only) Install MS SAPI..................................................................9-3Step 6: Verify System’s Basic Functions .....................................................................................9-3Step 7: Verify E-mail Settings in Mailbox Editor ........................................................................9-3Step 8: (Optional) Change Playback Order ..................................................................................9-3

Client PC Programming .......................................................................................................................9-4Step 9: Set E-mail Password.........................................................................................................9-4Step 10: Confirm Host E-mail Server’s Configuration ................................................................9-5


ContentsChapter 10 – Interactive Voice Response (IVR)

Chapter 10 – Interactive Voice Response (IVR)

IVR User Agents ................................................................................................................................10-1Create IVR User Agents ..............................................................................................................10-1 Delete IVR User Agents .............................................................................................................10-2Edit/Modify IVR User Agents.....................................................................................................10-2

IVR Hosts...........................................................................................................................................10-3Add IVR Host ..............................................................................................................................10-5Remove IVR Host .......................................................................................................................10-5

Answer Methods ................................................................................................................................10-5Voice Ports .........................................................................................................................................10-5IVR Alias Editor ................................................................................................................................10-6

Edit IVR Alias .............................................................................................................................10-6Run IVR Alias .............................................................................................................................10-7

Chapter 11 – Advanced Integrations and Applications

CTX Integration .................................................................................................................................11-1Step 1: Program CTX for Integration .........................................................................................11-1Step 2: Configure Telephone System Integration.......................................................................11-3Step 3: Assign Telephone System Integration Group Name to Answer Method.......................11-4Step 4: Configure the Voice Ports Connected to Strata CTX.....................................................11-4Step 5: Configure the Serial Port Connected to Strata CTX ......................................................11-5Step 6: Confirm Proper Notification Programming for Mailboxes Supporting Users

in Networked Nodes..............................................................................................................11-5SMDI..................................................................................................................................................11-5

Step 1: Enable SMDI..................................................................................................................11-6Step 2: Connect SMDI................................................................................................................11-6Step 3: Test SMDI ......................................................................................................................11-7Step 4: (Optional) Validate the Link ..........................................................................................11-7

AMIS Networking..............................................................................................................................11-9AMIS User Agents ......................................................................................................................11-9AMIS Node................................................................................................................................11-11Destination System Number......................................................................................................11-11Configuring Stratagy ES for AMIS...........................................................................................11-12Testing AMIS ............................................................................................................................11-14AMIS Operation ........................................................................................................................11-14Private/Urgent Message Handling.............................................................................................11-15Notification................................................................................................................................11-15AMIS User Agent Reports ........................................................................................................11-16

VPIM Networking............................................................................................................................11-17VPIM User Agents ....................................................................................................................11-17VPIM Operation ........................................................................................................................11-19

Chapter 12 – Token Programming

Using the Token Programming Language .........................................................................................12-1Users Mode Options Screen’s Extension Field ...........................................................................12-1Auto Screen’s Extension Field ....................................................................................................12-1Notify’s Template Editor Parameter Field ..................................................................................12-1

Singular Tokens .................................................................................................................................12-2Replaced or Variable Tokens .............................................................................................................12-4Defined Tokens ..................................................................................................................................12-7

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Chapter 13 – System Reports

Data Retention....................................................................................................................................13-1Report Types ......................................................................................................................................13-1Report Elements .................................................................................................................................13-2Report Option 1..................................................................................................................................13-2

Run and/or Print Report...............................................................................................................13-2Save Report to File ......................................................................................................................13-3Port Information and Statistics ....................................................................................................13-3Mailbox Information and Statistics .............................................................................................13-7System Information ...................................................................................................................13-11

Report Option 2................................................................................................................................13-12Report Templates.......................................................................................................................13-12Create Mailbox Template ..........................................................................................................13-12Edit Mailbox Template..............................................................................................................13-13Delete Mailbox Template ..........................................................................................................13-13Create AMIS Template..............................................................................................................13-13 Edit AMIS Template ................................................................................................................13-13Delete AMIS Template..............................................................................................................13-13Create VPIM Template..............................................................................................................13-14Edit VPIM Template .................................................................................................................13-14Delete VPIM Template..............................................................................................................13-14Run and/or Print Report.............................................................................................................13-15Save Report to File ....................................................................................................................13-15

Chapter 14 – Maintenance and Upgrades

A New Backup and Restore Utility....................................................................................................14-1Prior to Installing/Upgrading .............................................................................................................14-1Backup................................................................................................................................................14-2

Step 1: Stop Stratagy Administration .........................................................................................14-2Step 2: Stop Stratagy Server.......................................................................................................14-2Step 3: Stop GammaLink System Service (optional).................................................................14-2Step 4: Stop Dialogic Services ...................................................................................................14-2Step 5: Stop all other IVR Related Services...............................................................................14-2Step 6: Back up Data ..................................................................................................................14-3

Restore................................................................................................................................................14-4Restore from a Backup Tape .......................................................................................................14-4Restore Complete System after Reformatting/Replacing Hard Drive.........................................14-4

Stratagy ES Database Manual Backup/Restore Procedure ................................................................14-5Step 1: System Backup ...............................................................................................................14-5Step 2: Back Up Registry Key....................................................................................................14-5Step 3: Backup Default Configuration On New System ............................................................14-6Step 4: Back Up Default Registry Key.......................................................................................14-6Step 5: System Restore ...............................................................................................................14-6Step 6: Restore Registry Information .........................................................................................14-7Step 7: Restart Dialogic and Stratagy ES Services.....................................................................14-7

Upgrade Stratagy ES System Software..............................................................................................14-7Upgrading Stratagy iES16/iES32 ................................................................................................14-7Upgrading Stratagy ES Standalone Systems ...............................................................................14-8


ContentsChapter 15 – Troubleshooting

Upgrade SAM ....................................................................................................................................14-9Run Upgrade Program.................................................................................................................14-9

Add Tape Drive................................................................................................................................14-10Step 1: Unpack and Inspect the Tape Drive/Components........................................................14-10Step 2: Install Seagate Backup Exec Software (Optional) .......................................................14-10Step 3: Configure the Drive......................................................................................................14-11Step 4: Assemble the Drive Package........................................................................................14-11Step 5: Mount the Drive ...........................................................................................................14-12Step 6: Connect the IDE Cable.................................................................................................14-12Step 7: Connect the Power Cable .............................................................................................14-12Step 8: Complete the Installation..............................................................................................14-12

Format a Tape ..................................................................................................................................14-13Stratagy ES Software Recovery .......................................................................................................14-13

Step 1: Install Dialogic Software..............................................................................................14-13Step 2: Configure Dialogic Software........................................................................................14-14Step 3: Install Stratagy ES Server Software .............................................................................14-14Step 4: Configure Gamma Fax Support ...................................................................................14-15Step 5: Install Stratagy ES Administration Software ...............................................................14-15Step 6: Confirm that Stratagy ES is Installed and Running .....................................................14-15

Replace Stratagy ES Hard Drive......................................................................................................14-16Stratagy ES/iES16/iES32 Spanish Prompt Upgrade........................................................................14-17

Change System Language Setting .............................................................................................14-17

Chapter 15 – Troubleshooting

Determining the Problem ...................................................................................................................15-1Troubleshooting Hints........................................................................................................................15-2Event Viewer......................................................................................................................................15-3

Access the Event Viewer.............................................................................................................15-3Event Logs...................................................................................................................................15-3Filter Events.................................................................................................................................15-4View Event Details ......................................................................................................................15-5

Performance Monitor .........................................................................................................................15-5Use the Chart Function ................................................................................................................15-5Save Chart Settings......................................................................................................................15-5

Remote Login Takes Excessive Time................................................................................................15-5Check Stratagy ES Port Status ...........................................................................................................15-6Check SAM........................................................................................................................................15-6Validate Voice Board System Interrupts & Memory.........................................................................15-6Verify COM Port Settings..................................................................................................................15-6Verify Modem Data Communication.................................................................................................15-7

Step 1: Set Stratagy ES as Host ..................................................................................................15-7Step 2: From Host System, Remotely Connect to Stratagy ES..................................................15-7Step 3: Access Stratagy ES from Remote PC.............................................................................15-7

Integrity Error in Event Viewer .........................................................................................................15-8Stratagy Trace ....................................................................................................................................15-8

Customize Trace Screen ..............................................................................................................15-9View, Save, and/or Print Trace Data .........................................................................................15-11 Trace Filters ..............................................................................................................................15-11Advanced Filter .........................................................................................................................15-12

TTS E-mail Feature Does Not Work ..............................................................................................15-13

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Rebuilding Stratagy ES Component Package List...........................................................................15-14iES16/iES32 Unable to Communicate Using Stratagy ES Administration .....................................15-14Basic Settings for Voice Boards ......................................................................................................15-15

Analog Voice Boards.................................................................................................................15-15

Chapter 16 – Auxiliary Programs

Stratagy ES Standalone Models .........................................................................................................16-1PBXpert/32 ..................................................................................................................................16-1Dialogic Configuration Manager (DCM)....................................................................................16-4pcANYWHERE...........................................................................................................................16-7

Stratagy iES16/iES32 Supplemental Support ....................................................................................16-8Microsoft NetMeeting .................................................................................................................16-8HyperTerminal.............................................................................................................................16-9IVPLauncher................................................................................................................................16-9NetSet ..........................................................................................................................................16-9

Appendix – Checklists/Forms

Pre-installation Company Survey .......................................................................................................A-2Pre-installation Checklist ....................................................................................................................A-3Installation Checklist...........................................................................................................................A-4

Index ......................................................................................................................................................IN-1


Introduction

This Installation and Maintenance (I&M) Manual provides detailed step-by-step instructions for installing, programming, and maintaining the Stratagy Enterprise Server (ES). It is intended for qualified Service Technicians (Installers) and System Administrators.

OrganizationThis manual is divided into the following chapters:

• Chapter 1 – Overview covers the qualifications of an Installer/System Administrator and provides details on the Stratagy ES’s Feature Groups and hardware.

• Chapter 2 – Installation provides step-by-step instructions on installing the standalone computer models.

• Chapter 3 – Using Stratagy ES Administration gives information on access levels, passwords, toolbars and a chart of the configuration menu. Instructions on starting up the system and accessing the Stratagy ES Administration are also provided.

• Chapter 4 – Stratagy ES Configuration Menu describes each of the menu options and gives detailed instructions on using the screen functions.

• Chapter 5 – Voice Processing provides detailed information on creating/modifying and deleting mailboxes (e.g., COS, user, Distribution List, AMIS, and Direct Send Voice).

• Chapter 6 – Fax covers how the fax function operates and how to prepare the Stratagy ES for the fax operation.

• Chapter 7 – Automatic Speech Recognition (ASR) covers how the ASR feature operates and how to install the required hardware/software.

• Chapter 8 – Unified Messaging (UM) covers how the UM feature operates and how to install the required hardware/software.

• Chapter 9 – Text-to-Speech (TTS) covers how the TTS feature operates and how to install the required hardware/software.

• Chapter 10 – Interactive Voice Response (IVR) provides information on how the IVR feature operates and how to create/delete/modify IVR user agents.

• Chapter 11 – Advanced Integrations and Applications covers procedures for enabling and testing SMDI, AMIS, and VPIM for the Stratagy ES.

• Chapter 12 – Token Programming provides detailed instructions for customizing and administering the Stratagy ES system. A complete list of tokens and descriptions are included.

• Chapter 13 – System Reports covers running, viewing, saving and printing reports.

• Chapter 14 – Maintenance and Upgrades contains instructions on Microsoft® Windows NT® Backup and Restore functions, reloading software, adding and formatting a tape drive, and replacing the hard drive.

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• Chapter 15 – Troubleshooting contains guidelines on troubleshooting the system and information on Windows NT Event Viewer, Performance Monitor utilities, and the Stratagy Tracer function.

• Chapter 16 – Auxiliary Programs covers programs other than the Stratagy ES system programs (e.g., PBXpert, Dialogic Configuration Manager).

• Appendix – Checklists/forms provides surveys, checklists and forms to assist you in the installation of the Stratagy ES.

• Index

ConventionsThis manual uses these conventions:

Conventions Description

NoteElaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items.

Important! Calls attention to important instructions or information.

CAUTION!Advises you that hardware, software applications, or data could be damaged if the instructions are not followed closely.

WARNING!Alerts you when the given task could cause personal injury or death.

�� Represents telephone buttons.

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.

Helvetica BoldRepresents LCD displays, tokens or custom IVR functions. For example: M( ).

ItalicsRepresents parameter and menu/screen field names, and book titles. For example: hot_box parameter, Extension field.

Plus (+)

Shows a multiple PC keyboard or phone button entry. Entries without spaces between them show a simultaneous entry. Example: Esc+Enter. Entries with spaces between them show a sequential entry. Example: # + 5.

Tilde (~) Means “through.” Example: 350~640 Hz frequency range.

� Denotes the step in a one-step procedure.

� Denotes a procedure.


IntroductionRelated Documents/Media

Related Documents/MediaNote Some documents listed here may appear in different versions on the CD-ROM, FYI, or in

print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.

All Stratagy Products• Stratagy General Description

• Stratagy Library CD-ROM

Stratagy ES• Stratagy ES User Guide

• Stratagy ES Quick Reference Guide

• Stratagy ES System Administrator Guide

• Stratagy ES Installation Guide – An installation guide expressly written for each model (Stratagy iES16, iES32, ES8 (System 1 Installation Guide), ES48 (System 2 Installation Guide), and ES96R2 (System 3 Installation Guide) is included in the Stratagy ES container.

For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Stratagy ES documentation and enables you to view, print, and download current publications.

Stratagy eBrochure and Advisor CD-ROMPackaged with every Stratagy shipped is a CD-ROM containing Stratagy eBrochure, and an end-user tutorial, Stratagy Advisor. Additional copies of this CD-ROM can be purchased from your Dealer Sales Representative.

eBrochure

The eBrochure provides a description of each of the Stratagy products along with audio supplemented mini-demonstrations illustrating the capabilities of Stratagy voice processing. Also included on the CD-ROM is an electronic copy of this Stratagy General Description.

Advisor

The Stratagy Advisor is an end-user tutorial that can be used as a learning tool for the new user or as a refresher course for existing Stratagy users.

The Stratagy Advisor program covers general topics—such as play messages, send messages, etc.—that are applicable to all models of Stratagy systems. The Stratagy iES32 and Stratagy ES tutorials are separated into two sections: the Telephone User Interface (TUI) and Unified Messaging. All presentations interact with the viewer in order to provide a better understanding of how Stratagy works.

Start > Settings > PrintersDenotes a progression of buttons and/or menu options on the screen you should select.

See Figure 10Grey words within the printed text denote cross-references. In the electronic version of this document (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext.

Conventions Description

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Overview

Overview 1

This chapter covers the qualifications of Installers and System Administrators and provides an overview of the Stratagy ES software.

Note Unless otherwise noted in this book, references to Stratagy ES apply to all ES product models. References to standalone models refer to all models except the iES16 and iES32. See Stratagy General Description for model specifications.

Installers and System AdministratorsService Technicians install, upgrade, and maintain the Stratagy ES system. System Administrators’ functions vary by company.

InstallerThis manual is designed for a certified technician who has successfully completed Stratagy ES classes. Technicians who do not have a registered course completion will not receive Toshiba Technical Support. To install, upgrade, or maintain the system, you must know:

• Stratagy ES features (refer to the Stratagy General Description)

• Stratagy ES operation, customization, and administration

• Stratagy ES installation procedures

• The telephone system to which you will connect Stratagy ES. (Refer to the appropriate installation documentation.)

• Basic knowledge of Windows 2000

• Computer terms, such as: I/O, serial port, parallel port, RS-232, and RAM.

• How to safely open a personal computer and install/remove cards.

• How to identify basic components of a personal computer: e.g., motherboard, I/O controller, video card, I/O ports, modem.

• How to connect the monitor and keyboard, and how to power on the computer.

• Telephony terms, such as: station side, Central Office (CO), single line, hunt group, coverage path, hookflash, call forward on ring-no-answer, call forward busy, Dual Tone Multi-frequency (DTMF), and call forward-all calls.

• Call progress tone identification (ring, busy, All Trunks Busy (ATB), and error tones)

• The difference between an RJ11 and RJ14 connector.

• How to use a test set or line monitor to analyze test calls.

If you are unfamiliar with any of the above, please take the time to learn the necessary information before you attempt to install Stratagy ES.

Stratagy ES I&M 04/05 1-1

OverviewBasic Features

1-2

System AdministratorYour company will assign all or some System Administrator functions to an employee who knows your telephone system, organizational structure, and the needs of your customers and employees. The Toshiba Dealer’s Technical Service Representative will perform the remaining functions. System Administrator functions may include:

• Initial setup (assisting the Installer with defining your company’s configuration and customization requirements)

• Customizing mailboxes

• Generating reports

• Performing system shutdown and restart

• Backing up the system

Basic FeaturesStratagy ES voice processing provides User Agents, Voice Messaging, Automated Attendant and Telephone Answering as standard features with Fax, ASR AA, UM, TTS/Email and IVR as options.

See Chapter 5 – Voice Processing for more details.

User AgentsStratagy ES is a system capable of numerous applications. Most applications are performed by software objects that hold properties and privileges for various functions. These objects are called User Agents. Similar to the User ID concept in the DOS-based Stratagy systems, a User Agent can be used to define a Class of Service, a system distribution list, an IVR application, a user mailbox, an AMIS Gateway or Proxy mailbox, a Voice Profile Internet Mail (VPIM) Gateway or Proxy mailbox and the Direct Send Voice or Fax function. It is the properties of the User Agent that determines its identity.

Throughout this manual, you will see various forms of User Agents, most notably in a voice mailbox identity. Once a User Agent is created and defined as a mailbox, the system software, voice prompts, and Stratagy Enterprise Server Administration screens refer to it as a mailbox and not a User Agent. To better understand this concept, consider a User Agent to be a template that can be used to form numerous applications.

Voice MessagingStratagy ES voice messaging features enable users to create, send, receive and save voice messages. Users can access their messages from any touchtone telephone and perform many voice messaging functions (e.g., play, edit, delete, or forward messages). The Stratagy ES users can also use many of the same functions for an optional fax messaging application.


OverviewBasic Features

Overview

Automated AttendantStratagy ES’s Automated Attendant application can be set up to solve various answering requirements.

Answer Company Lines

Callers do not have to wait when the operator is busy with other calls. Company lines are answered quickly and courteously by customized, automated greetings. If callers have a rotary phone or do not know the extension, they are directed to an operator for assistance; or, if the Stratagy ES is equipped with ASR AA, the caller can say the user’s name and the ASR AA feature directs the call to the appropriate extension.

Available All of the Time

Callers can reach Stratagy ES from any touchtone telephone 24-hours-a-day, 365-days-a-year.

Call Routing

Once a call is answered by Stratagy ES, callers are routed to the extension, department, etc., they enter. If the extension number is not known, a company directory can be used by entering the first few letters of a user’s name on the dial pad. If the Stratagy ES is equipped with ASR AA, callers can also say the user’s name and be routed to the extension they want.

Stratagy ES can also be set up to direct rotary callers to an operator for assistance. Additionally, if the line is unanswered or busy, the call can be routed to another extension or to the company operator.

If all extensions are unavailable, callers can hold or hang up. If they hold, they are placed in a queue. They are then periodically told of their position in the queue and can be offered options to hold for the next available assistant, leave a message or dial another extension.

If a fax tone is detected, Stratagy ES automatically transfers the call to a fax machine connected to a telephone system extension.

Provides Callers with Information

Callers can receive prerecorded information such as the company address, directions, product specifications, service offerings and price information (also described as an Audiotex feature).

Telephone AnsweringStratagy ES offers comprehensive message taking capabilities by providing telephone answering when an individual is busy or unavailable.

Up to seven greetings per mailbox can be recorded and scheduled to play at various times of the day. This ensures coverage 24-hours-a-day, 7-days-a-week.

When extensions are busy or do not answer, the system plays the appropriate busy or personal greeting and offers the caller the choices of leaving a message, calling another extension, holding, call queuing, or receiving assistance.

See Chapter 5 – Voice Processing for more details.

Fax Tone DetectionWhenever Stratagy ES detects a fax CNG tone at the caller menu, it automatically loads mailbox 994 (default fax box). Mailbox 994 acts as a system fax box that keeps all the incoming faxes that do not address a specific mailbox number. This mailbox can also be programmed to transfer fax calls to an external fax machine.

Note Ports configured for ASR AA cannot perform Fax Tone Detection.


OverviewFeature Groups

1-4

Multiple System LanguagesStratagy ES can be configured with any number of different audio prompt files and communicate in different languages on different ports simultaneously. At present the two available languages are American English (system default) and Spanish.

Feature GroupsNote iES16 and iES32 support all the Feature Groups of the Stratagy ES software except for

Automatic Speech Recognition (ASR)/Automated Attendant (AA). This Feature Group will be available in a future release.

Feature Groups are software components that can perform discretely or in conjunction with other Feature Groups. For example, some Fax features work in conjunction with Unified Messaging.

A majority of the Feature Groups within the Stratagy ES are implemented using an advanced technology, such as ASR and TTS.

Feature Groups provide specific functionality. For example, the ASR Automated Attendant (ASR AA) Feature Group provides a set speech enabled automated attendant function.

This section will include some detail on the technology of Feature Groups.

Enabling Feature GroupsFeature Groups are enabled by:

• Loading Feature Group softwareNote This does not apply to iES16 or iES32. All Feature Group software for the iES16 and

iES32 is pre-loaded at the factory.The software for all released Stratagy ES Feature Groups can be found on the Stratagy ES System Software CD-ROM that is shipped with each Stratagy ES system. Following the instructions in this manual, technicians can upload the necessary software. Even though the software may be loaded on the system, the specific Feature Group is not operational until the Stratagy Activation Module (SAM) has been enabled for the feature.It is not necessary for the Feature Group software to be loaded prior to enabling the feature in the SAM.

• Enabling the Stratagy Activation Module (SAM)

Note Unless otherwise noted in this book, references to SAM apply to both the hardware version used by the external Stratagy ES systems and software (SoftSAM) version used by the iES16 and iES32.

To enable a feature, the SAM must receive new information settings allowing the feature to operate. These settings are procured by first running a query program on the target Stratagy ES that will issue a coded packet that is unique to that specific system. This coded packet is then relayed back to Toshiba TSD along with the target system’s remote telephone number and an order for the desired feature. Toshiba personnel then call into the system and update the SAM with new data, unlocking the feature for use.

Note Stratagy ES standalone versions: To provide the most efficient means for remote access, Symantec™ pcANYWHERE™ software that comes with each system should be loaded.



Overview

FaxNote See Chapter 6 – Fax for complete details on this feature.

Stratagy ES provides a comprehensive set of fax capabilities to use either from the phone or from the user’s PC. Some of the functions available will be:

• Send a fax message• Fax Mail – immediate retrieval• Fax Mail – send/retrieve• Fax on Demand/Fax Back• Fax Broadcasting – custom IVR application enabling single or multiple fax documents to be

transmitted to a single or multiple list of clients that are stored in a database.• Client Fax Printer Driver available with the UM Feature Group• UM used in conjunction with the Fax will provide a Fax Viewer that enables the fax to be read

from the user’s PC.

In Stratagy ES Release 4.6 or higher, the Fax Feature Group is supported by an application called SoftFAX. When licensed for the Fax Feature Group, D/41JCT-LS, and D/120JCT-LS voice boards will each have four channels of Fax available.Note The D/120JCT-LS board supports up to 4 simultaneous ports of SoftFAX; however, only 2

channels of SoftFAX are available on the first 8 voice ports and 2 channels of SoftFAX on the last 4 ports. Because of this configuration if only the first 8 ports are being used on this board and there are already two faxes, incoming or outgoing, in process, a caller is not able to send a fax into the system.

For iES16 and iES32, Fax is supported by SoftFAX and does not require any additional hardware. When licensed for the Fax Feature Group, two channels of Fax will be available for each eight channels of voice. These fax channels are not shared across the 8 ports. In other words, the 2 fax channels for ports 1~8 cannot be used by ports 9~16.

Automatic Speech Recognition (ASR) Automated Attendant (AA)Notes• See Chapter 7 – Automatic Speech Recognition (ASR) for complete details on this feature.

• This Feature Group is not currently supported by iES16 and iES32.

Automatic Speech Recognition (ASR) is the term for recognizing human speech. It is used to create a more natural way of interacting with machines.

The ASR AA Feature Group supports up to 250 names in its directory, and comes with a User Login and Quick Message feature.

The ASR Feature Group comes with two channels of ASR resources.

Important!

• Ports that are configured for ASR AA can only accept inbound voice mail integration using Simplified Message Desk Interface (SMDI). Dual Tone Multi-frequency (DTMF) in-band integration is not supported on these ports. If DTMF integration is necessary, additional ports not configured for ASR Auto Attendant are required.

• Ports configured for ASR AA cannot perform Fax Tone Detection.

Stratagy ES’s native CPU provides the processing power required for the ASR Feature Group, no additional speech-related hardware is required. A maximum capacity of eight channels of ASR can be invoked simultaneously.



1-6

Stratagy ES ASR is only available using a D/41JCT-LS or D/120JCT-LS voice board. The D/41JCT-LS is capable of handling four ports of ASR and four ports of fax. The D/120JCT-LS is capable of handling either four ports of ASR or four ports of fax BUT not both.

Unified Messaging (UM)Note See Chapter 8 – Unified Messaging (UM) for details on this feature.

Stratagy ES integrates with e-mail servers to insert voice and fax messages into an e-mail client in-box. Stratagy ES provides two Unified Messaging client solutions, Microsoft Outlook® Integration and Internet Protocol (IP) Integration.

For a complete Unified Messaging solution, the Stratagy ES must also be equipped with the Fax Feature Group and boards, if required.

Microsoft Outlook Integration

Stratagy ES has a proprietary integration designed to work with Microsoft Outlook. With this proprietary integration, Stratagy ES voice and fax messages are displayed along with e-mail messages in the Outlook Inbox screen.

When a voice message is selected, a Toshiba designed edit screen is automatically presented that enables voice playback through the multimedia speakers of the user’s PC, or if desired, through the user’s telephone.

When a fax message is selected, a preloaded fax viewer software is launched with the fax image loaded. The fax viewer software can be any Tagged Image File Format (TIFF) format compatible software of the user’s choice.

This integration does not require Microsoft Exchange as the e-mail server. Any e-mail server/service that is compatible with the Simple Message Transport Protocol (SMTP), Post Office Protocol version 3 (POP3), or Internet Message Access Protocol 4 (IMAP4) Internet protocols is supported.

Internet Message Access Protocol 4 (IMAP4) Synchronization

You can select IMAP4 or POP3 but not both. If IMAP4 is selected, the following occurs:

• If a user logs into his/her voice mail via the TUI and deletes a message, Stratagy uses IMAP to identify and delete the message in the e-mail server. This also deletes the messages from the user’s e-mail client inbox screen if the messages were displayed on it at the time.

If a user logs into his/her voice mail via the TUI and listens to a message in the NEW folder, the corresponding message in the e-mail server or e-mail client inbox is flagged as “read” or “seen.” This includes messages that are marked by Stratagy as Pending and kept in the New Message folder. Messages marked as Deleted are not actually deleted until the user logs out from his or her UM-enabled mailbox.

• If Stratagy voice and/or fax messages are deleted in the e-mail client, the corresponding messages in the Stratagy system are deleted or saved to a Personal message folder of the user’s voice mailbox. Whether the message is deleted or moved to a Personal Folder is a configurable option within each mailbox. This synchronization is performed periodically via the Stratagy Scheduler feature.


OverviewStratagy ES Hardware

Overview

Internet Protocol Integration

Stratagy ES sends voice and fax messages to any e-mail service that supports the SMTP and POP3 Internet protocols. With this integration any e-mail client that supports SMTP/POP3 (e.g., Eudora Pro™, Netscape Messenger) receives Stratagy ES voice and fax messages as e-mail messages with either audio (voice messages) or image (fax messages) file attachments. Though not as proficient as the Microsoft Outlook Integration, the Internet Protocol (IP) Integration provides limited Unified Messaging capabilities for users who want to use an e-mail client other than Microsoft Outlook. IMAP4 synchronization is also available using this method of Unified Messaging.

Message Disposition Notification (MDN)

Note Can be chosen along with IMAP4.

Stratagy adds a Message Disposition Notification (MDN) request when it sends a voice/fax message to the e-mail server. When the user opens up a voice/fax message (sent by Stratagy), a MDN is sent to Stratagy voice mail. As soon as Stratagy receives the MDN, it deletes or saves the messages in the user’s mailbox. Whether the message is deleted or saved is a configurable option within each mailbox.

Text-To-Speech (TTS)Note See Chapter 9 – Text-to-Speech (TTS) for details on this feature.

TTS is the term for converting text to computer-generated speech output. It is used in applications where the customer either does not want to use the disk space or does not have the required disk space to record every necessary variable in a database. This is particularly effective for speakinge-mail messages using the telephone user interface.

The TTS/Email Feature Group enables e-mail messages to be read back to users via the Telephone User Interface (TUI) and requires the Stratagy ES to be equipped with the UM Feature Group.

TTS/Email capabilities are delivered in a host-based configuration. Stratagy’s native processor within the computer provides the processing power for TTS. No additional hardware is required to support TTS on the iES16 or iES32.

Stratagy ES HardwareNote In order to maintain Stratagy ES system integrity, customer-supplied anti-virus software

should be resident and active on any PC that is connected to the Stratagy ES.

A basic ES48 supports from 4 to 48 voice ports, ES96R2 (rack-mountable chassis) system supports from 4 to 96 voice ports, and ES8 supports 4~8 voice ports.

Stratagy ES does not come with pre-installed voice boards. Voice boards are ordered with the system and boxed separately.

All Stratagy ES systems are equipped with 40GB hard drives that can offer a maximum voice storage capacity of 2,000 hours. Available voice and/or data application storage is dependent upon hard drive size, installed software to support some Feature Groups (e.g., Fax, ASR) and customer applications. Storage capacities are not software blocked in Stratagy ES. Therefore, in the future, if a larger drive is employed, voice storage capacity will be increased proportionally.

The platform utilizes Peripheral Component Interconnect (PCI) bus expansion slots for required equipment. The hard drive of every Stratagy ES is enclosed in a removable hard drive bay for easy access and maintenance.

Important! The key lock for the hard disk drive must be in the locked position before the hard drive is operational.


OverviewStratagy ES Hardware

1-8

Stratagy ES Software Platform ConfigurationsWith the release of 4.6 software, Stratagy ES systems will be factory installed with Microsoft Windows 2000 (NT embedded for iES16 and iES32) Professional software. Enhancements made in Release 4.6 eliminate the requirement for a Server operating system option for Stratagy ES.

Voice BoardsOne or more voice boards are used to convert, compress and store analog voice signals. These boards also provide telephone functions, including generating and recognizing in-band telephone signals. The Public Switched Telephone Network (PSTN) or telephone system must be physically connected to each voice board via RJ11C or RJ14C connectors. Connectors used depends upon voice card.

Stratagy Activation Module (SAM)Each Stratagy ES is equipped with a SAM that enables the Stratagy ES system to function. Without the SAM, Stratagy ES becomes inoperable.

As new Feature Groups are added to an existing Stratagy ES system, the SAM is upgraded remotely by Toshiba.

Optional Processing EquipmentProcessing equipment is ordered with the system and boxed separately. The following equipment is optional and can be included in the initial configuration or added as an upgrade.

High-resolution color monitor

Voice Interface Boards:

• D/4PCI (4 ports) – Part No.SYS-D4PCI

• D/41JCT-LS (4 ports) – Part No. SES0D41JCT-LS

• D/120JCT-LS (12 ports) – Part No. SES-D120JCT-LS

Note When 2 or more D/41JCT-LS or D/120JCT-LS boards are installed in a system, a CTBus Cable is required to connect the boards’ CTBus together. CTBus Cables are available in 4, 8 and 12 connector configurations (Part No. CS-CTBus 4, 8, 12).

Additional System Resource Components:

• RAID 5 Kit for Stratagy ES96R2 – Part No. SYS-RAID5-SYS34Kit includes MegaRaid SCSI 320-1 Single Channel U320 RAID card, three Seagate ST336607LC 36 gigabyte SCSI hard drives, BR-SCA23 Drive cannister.

• 8GB TR-4 Travan™ tape drive – Part Nos. SES-TAPE-DR-8GB, SES-TAPE-KIT-8GB

• Serial port boards

• ONEAC™ Model ON400A-SN (or equivalent), 400VAC, 1/2 hour UPS with Power Conditioner and Ground Bar with serial cable. Required for all Stratagy ES systems. (See the Stratagy General Description for specifications.)

Note A Toshiba Stratagy ES-approved Uninterruptible Power Supply (UPS) is required on all Stratagy ES standalone systems. Any damage to an installed Stratagy ES that could have been prevented by the use of a UPS may negate the system’s warranty.


OverviewSystem Software

Overview

System SoftwareStratagy ES’s flexibility is provided by the Windows 2000 operating system and the Stratagy ES software. The following provides a brief overview of the system software.

Windows 2000This multi-tasking operating system controls all processing functions through the use of Windows-based menus and icons that provide administration, configuration, diagnostics, system monitoring, and reporting functions.

Note The iES16 and iES32 run on Microsoft Windows 2000 4.0 Embedded operating software.

Diagnostic ProgramsOn-line diagnostic tests for Windows 2000 and Stratagy ES run continuously to detect and report errors in operation. The tests run in the background and do not interfere with normal system operation. Other diagnostic tests can be run upon demand, either from a directly-connected or remote terminal.

Stratagy ES Administration SoftwareStratagy ES Administration program uses a Graphical User Interface (GUI) and is composed of the Configuration Properties Menu and other administrative menus for the system.

The Configuration Properties Menu consists of nine screens—Telephone System Integration, Answer Methods, Voice Ports, Serial Ports, Notification Port Groups, Statistical Port Groups, IVR Hosts, Holidays, and Scheduler. These screens serve as the basis for configuring and programming the Stratagy ES basic operating procedures.

Administration software can also be installed on a separate Windows 2000/ME/98 or Windows 2000 computer for remote administration over a network. Remote Access Service (RAS) capability enables administration via a modem connection.

The Stratagy ES Administration software program is preloaded on every system, except Stratagy iES16 and iES32, and is composed of the administrative and configuration menus for the system. Operating software, voice prompts, and database access utilities are all stored on the Stratagy ES’s hard drive.

For iES16 and iES32, Stratagy Administration software should be installed on a separate IBM-compatible computer for remote administration over the Network connection. Remote Access Service (RAS) capability enables administration via a modem connection.


OverviewSystem Integration

1-10

Administrative Menus

A series of Stratagy ES menus enable an Installer or System Administrator to customize:

• Enable and disable configuration and mailbox features• Define and configure features• View status of voice ports• Define and generate system reports• Define telephone system integration• Program user mailboxes

Configuration Wizard

The Configuration Wizard guides the Administrator through the Stratagy ES basic operation setup. It includes:

• Configure the System Database – specifies telephone systems, set up voice lines and answering methods for Automated Attendant and designate holidays.

• Configure User Agents Database – creates Class of Service (COS) and user mailboxes.The set of screens are user friendly and first display automatically on the initial log in to the Stratagy ES Administration software. If the user chooses to by-pass the screens at log in, he/she can always access the Configuration Wizard through the Configuration Menu.

System IntegrationThe following is a partial list of the system integrations supported by the Stratagy ES.

CTX IntegrationWith Stratagy ES Release 4 (or higher) software, the integration with the Strata CTX has been improved.

CTX integration between a Stratagy ES system running Release 4 (or higher) and a Strata CTX system running Release 1.2 (or higher) only requires the IP network connection between the two systems. The serial port connection is no longer necessary.

If the Stratagy ES is running Release 3 software or the CTX is running software earlier than Release 1.2, then the serial port connection is still mandatory for CTX integration.

If a company has a Toshiba Strata CTX phone system and Toshiba Strata 2000- or 3000-series digital phones, this proprietary integration provides interoperability between the Stratagy ES and the Strata CTX.

• Soft Key Control of Voice Mail – Working in conjunction with the LCD digital telephones of the Strata CTX, Stratagy integration provides a visual display of the voice mailbox user menu. Menu navigation can be accomplished by use of the soft keys adjacent to the various menu options on the display.

• Call Record – By using a programmable feature key called �� on the digital telephones of the Strata CTX, users have the ability of recording live telephone conversations directly into voice mailboxes on the Stratagy ES.

Note Once the �� button is pressed, the Record LED flashes rapidly and there is approximately a one second interval (in extreme busy conditions, up to five seconds) before the recording starts and the Record LED changes to the in-use interval flash rate.

A secondary feature key can be programmed to pause/resume the recording.This integration requires both the Strata CTX and the Stratagy ES to be properly configured to work with each other. See “CTX Integration” on page 11-1 for additional instructions.


OverviewSystem Integration

Overview

Multiple Telephone System Connectivity – Centralized Voice Mail

In order to meet the need for a centralized voice mail system that can service multiple telephone systems, the Stratagy ES offers multiple telephone system connectivity. Each voice port of the Stratagy ES can be configured to integrate with a different model telephone system. This enables the Stratagy ES to service environments such as, enterprise-modeled businesses with multiple office locations and office suites.

Companies with multiple Strata CTX systems networked together using Toshiba’s StrataNet can be supported by one Stratagy ES for all voice mail requirements.

Note Call Record and Soft Key Control of Voice Mail features are not available across the StrataNet network nodes.

To take this capability one step further, each mailbox can also be configured with a specific telephone system’s transfer protocols. This enables a call to a specific mailbox to perform a separate set of transfer commands than those defined for the telephone system the Stratagy ES is connected to locally. This means that calls can be transferred to cell phones and home offices, while the Stratagy ES still maintains control in order to provide alternate call routing options or voice messaging features in case of an unsuccessful transfer.

In-bandNote Not supported by iES16 and iES32.

Many telephone systems, Private Branch Exchanges (PBXs), can be configured to exchange information with the Stratagy ES. An incoming call can be preceded by one or more touchtones called Dual Tone Multi-Frequency (DTMF) digits. These tones are used to trigger a Stratagy ES application, such as Automated Attendant, IVR or Voice Mail response. The information received from the phone system is normally the phone number that the caller dialed or the number where the call originated.

SMDI/RS-232Simplified Message Desk Interface (SMDI) is an industry standard method of integrating a PBX with Stratagy ES or other peripheral systems. This interconnection is made via an RS-232 data connection dependent upon the PBX capabilities. Data is passed in both directions: the PBX informs the Automated Attendant/Stratagy ES system about each incoming call, and Stratagy ES sends instructions to the PBX to turn message waiting lights on or off, as appropriate.


OverviewMaintenance

1-12

MaintenanceToshiba Stratagy ES hardware and software base platforms are easily maintained by a Toshiba authorized dealer. Procedures for backing up, restoring and maintaining the system, Feature Groups, and call processing database information are efficient and easily performed by trained administrators and technical personnel.

Trace and Log UtilitiesThese features are used to analyze the Stratagy ES functions and system operation for development and troubleshooting.

Stratagy ES traces system behavior without shutting down the system. The Trace function starts at system startup time and logs the information related to each individual call, mailbox, port, thread and message.

The Log function provides four types of data: user mailbox log in/log out, messages, abnormal events and ckdb (check database) results.

Fault Tolerance The Windows 2000 operating system provides a fault tolerance mechanism for disk drives. It includes hardware redundancy and software checking techniques, including watchdog timers that are used to monitor specific software activity.

Optional equipment (e.g., additional hard drive) may be required to support this feature.

Important! The Disk Redundancy feature is only available with the Windows 2000 Server.

Exclusive Stratagy iES16 and iES32 FeaturesBusy Station Identification

The Busy/Idle feature enables the system to detect if a station is busy or idle without dialing it. This enables the iES16 and iES32 to determine whether to transfer a call or, if the station is busy, immediately ask the caller to leave a message without attempting to reach the station.

iES16 and iES32 System TimeThe iES16 and iES32 run on KSU time when this feature is enabled or the iES16 and iES32’s own system time (standard, daylight savings) when it is disabled.

See Stratagy iES16 and iES32 Installation Guides for details.

Night Transfer Alternate RoutingUsing the KT( ) token, a feature called Night Transfer Alternate Routing is available. The feature monitors the Strata CTX’s Night Transfer Status in order to activate the KT( ) token for alternate routing applications.

See Stratagy iES16 and iES32 Installation Guides for details.

KM TokenWhen a user calls and asks to transfer (by AA) to a User Agent that has this token in the Extension field (@KM), the voice port connects to the internal modem.This token is factory programmed in User ID 993.


OverviewExclusive Stratagy iES16 and iES32 Features

Overview

Table 1-1 Stratagy ES Hardware Environmental and Electrical Specification Summary

Environmental Conditions

Operating Temperature 39.2ºF~104ºF (4ºC~40ºC)

Storage Temperature 104ºF~140ºF (40ºC~60ºC)

Operating Humidity 20%~80% (non-condensing)

Electrical Requirements(AC Input)

Stratagy Enterprise Server (ES) 115VAC, at 6 amps (50/60 Hz) – standard230VAC at 3.5 amps (50/60 Hz)– switch configured

Monitor 115VAC at 0.5 amps (50/60 Hz)

Provide host system with 15A circuit breaker and dedicated circuit.

Heat DissipationStratagy Enterprise Server (ES) Maximum 200 watts, 685 BTU per hour

Monitor Maximum 50 watts, 200 BTU per hour

Analog Interface

Telco types Loop Start, OPX, T1

Connection Single line, RJ14C and RJ11C jacks

Impedance 600 ohm nominal

Frequency response 300~3200 Hz

Ring detect 40~130 Vrms, 15.3~68.0 Hz

Loop current range 20~120 mA polarity insensitive

Transfer signaling Hookflash

Input level -30 dB~-3 dB

Output level -30 dB~-3 dB

DTMF receiveMinimum tone durationMinimum tone detectTwist range

16 tones (0~9, *, #, A~D)

45 ms–29 dB/minimum±10 dB

DTMF transmitMinimum tone durationTransmit levelTwist range

16 tones (0~9, *, #, A~D)

50 ms–7 dBm nominal2~3 dB

Progress Tones Standard and proprietary, in 350~640 Hz frequency range

Frequency response 200~300 Hz ± 3 dB/minimum

Speech Parameters –13 dB/minimum average transmit level for a –32 dBm receive level

Voice Coding Scheme 64 Kbs u-Law PCM, 32 Kbs ADPCM compression


OverviewExclusive Stratagy iES16 and iES32 Features

1-14

Installatio

n

Installation 2

This chapter provides step-by-step instructions for installing the standalone models. It discusses the following topics:

• Stratagy ES Pre-installation (Standalone Models)

• Step 1: Log on to Windows 2000

• Step 2: (Optional) Install pcANYWHERE

• Step 3: Configure Voice Board Software

• Step 4: Start up Stratagy ES

• Step 5: Configure Voice Ports

• Step 6: Connect Voice Board(s) to Telephone Lines

• Step 7: Connect to Strata CTX 100/670 for Soft Key Control of Voice Mail and Call Record Features

• Step 8: Verify System’s Basic Functions

• Step 9: Configure System

• Step 10: Program Mailboxes

• Step 11: Record Initial Greetings

• Step 12: Run UPS Verification Test

• Step 13: Back up the System

• Step 14: Verify Stratagy ES Recovery

Note Step-by-step instructions for installing the iES16 and iES32 can be found on the Toshiba FYI website. A printed version ships with every system.


InstallationStratagy ES Pre-installation (Standalone Models)

2-2

Stratagy ES Pre-installation (Standalone Models)We provide a Stratagy ES Pre-installation Checklist in the Appendix to assist you in tracking your progress in meeting these requirements and to help you verify that you have completed the necessary steps involved in installation.

Conduct a Pre-installation Company SurveyWhen conducting a pre-installation survey, you must obtain information about the company and its telephone system. As appropriate, use the items suggested below and include any additional questions. See “Pre-installation Company Survey” in the Appendix for a survey form.

Determine Port SizingThe number of ports that are required for an installation is dependent on the application.

It is essential to understand the application fully before sizing port quantity.

Primary Answering PositionWill the Stratagy ES be responsible for answering all or a majority of the incoming calls? If so then:

• How many Central Office (CO) lines are directed by telephone system programming to the Stratagy ES?

An acceptable ratio for an initial installation would be two CO lines to every one Stratagy ES voice port.

• Is Stratagy ES going to be programmed with menu options and information mailboxes?

These applications require increased port time. The 2-to-1 ratio should be sufficient. However, attempts should be made to streamline these applications and design them to efficient conclusions: e.g., recording a message or hanging up.

• How many calls per hour are projected for Stratagy ES to answer?

If the calls per hour are extensive, either more ports will be required above the 2-to-1 ratio, or an overflow position could be defined for the voice mail in the telephone system’s programming for peak times.

Determine Stratagy ES’s Configuration and IntegrationDetermining Stratagy ES’s configuration and integration definitions involves the following (also see Chapter 4 – Stratagy ES Configuration Menu).

• Define Stratagy ES configuration options: setting system-wide parameters for Stratagy ES control, including system password, timeout values, computer configurations, and per port options.

• Define the telephone system dial codes, telephone system tone patterns, and system integration patterns.

Important! The phone system must be configured for the appropriate voice mail system settings individually. See the specific Private Branch Exchange (PBX) or Key Telephone System (KTS) Installation and Maintenance manual for these procedures.

• If you have a Toshiba telephone system, Stratagy ES automatically defines these parameters once you select the appropriate system during installation (if not pre-installed).

• If you are defining how Stratagy ES and another manufacturer’s telephone systems communicate together, you also need to reference the telephone manufacturer’s installation documentation.


InstallationStratagy ES Pre-installation (Standalone Models)

Installatio

n

Select Hardware SiteSince the Stratagy ES hardware and the telephone system must be physically connected, place the Stratagy ES within 49.5 cable feet of the telephone system. Ideally, the Stratagy ES should be mounted in an equipment rack or cabinet equipped with fans and vents.

Power Requirements

We recommend the following for the Stratagy ES:

• Dedicated AC circuit with a 15A circuit breaker that does not have an On/Off wall switch (avoids accidental power turn Off).

• A minimum 400VAC, 1/2 hour UPS with Power Conditioner and Ground Bar or equivalent must be installed between the Stratagy ES and the AC power source.

Important! If the UPS is not ordered from Toshiba, the customer must demonstrate 30 days prior to installation that the item is equivalent to the Toshiba part. This is required for system warranty.

Environmental Considerations

The area in which you locate the Stratagy ES affects its operation. Place it in an appropriate area that is:

• Dry, clean, well ventilated and lighted (avoid placing it in direct sunlight), and easily accessible

• Not subject to extreme hot or cold; corrosive fumes, dust, or other airborne contaminants; or excessive vibration

• Away from foot traffic

• Off the floor to avoid being kicked and away from dust and debris

For more details about environmental and electrical specifications, see Table 1-1 on page 1-13.

Fill Out Checklists and FormsThe following checklists and forms are included in the Appendix – Checklists/Forms in the back of this manual.

• Pre-installation Company Survey

• Stratagy ES Pre-installation Checklist

• Stratagy ES Installation Checklist


InstallationStep 1: Log on to Windows 2000

2-4

Step 1: Log on to Windows 2000Note All Windows 2000 and Stratagy ES software is pre-loaded at the factory.

1. Press Ctrl+Alt+Del. The Logon Information screen displays. The User Name field defaults to Administrator.

2. Enter the password (default is pressing the Enter key). The Windows 2000 desktop displays.

Step 2: (Optional) Install pcANYWHERE� Follow the instructions provided with the software.

Step 3: Configure Voice Board SoftwareDepending on the Stratagy ES’s hardware configuration, you may need one or all of the following procedures to fully configure all of the voice boards that you have installed. To set up and configure the software for the voice boards, you must run the Dialogic Configuration Manager (DCM).

Procedures for the following voice boards are available in this section:

• D/4PCI, D/41JCT-LS, D/120JCT-LS

Note It is recommended that the voice boards start at the D0000 memory address.

Configure Voice Boards (D/4PCI, D41JCT-LS, D/120JCT-LS)Windows 2000 and the Intel Dialogic Software automatically detect Dialogic’s PCI boards.

1. From Windows, click Start > Programs > Intel Dialogic System Software > Dialogic Configuration Manager - DCM. The DCM Main screen displays (sample shown right).

2. Right-click on the installed board and select Properties. The Properties screen for the board displays.

3. To change the firmware setting, select the Misc Tab and highlight FirmwareFile.

4. From the drop-down menu in the Value field, select d41JCSP.FWL for the D/41JCT-LS board and for the D/120JCT-LS board select d120csp.fwl for the ASR feature or spfax.fwl for the fax feature.

Important! The D/120JCT-LS board cannot support both fax and Automatic Speech Recognition (ASR). Only one or the other Feature Group is supported. The D/41JCT-LS can support both applications.

5. To set the Tone Set File, highlight TSFFileSupport and from the Value field, select Yes.6. Select the Files tab, highlight TSFFileName and in the Values field select

C:\StratagyES\Bin\DK.tsf.7. Click Apply.8. Repeat this process for other voice boards that you have installed.9. Double-click the Bus-0 designation. The TDM Bus Configuration screen displays.10. Highlight TDM Bus Type (User Defined) and select SCbus from the drop-down menu under

the Value field.11. Click Apply. The DCM screen displays.12. Exit out of the DCM and reboot the system.


InstallationStep 4: Start up Stratagy ES

Installatio

n

Step 4: Start up Stratagy ES

2. Click Start Now. The Server starts up and the screen displays a Pending status. Once the startup is successful, the screen displays the Running status. It is recommended that you leave this screen displayed on the desktop.

Step 5: Configure Voice Ports1. Log in to Stratagy ES Administration (see “Log on to Stratagy ES Administration” on page

3-5).

2. Select Configuration > Telephone system Integration from the Main menu. The Configuration Properties screen displays.

3. Configure the port settings for the voice boards you installed. See “Configure Voice Ports” on page 4-2 for details on configuring the ports.

4. Click OK to save your settings.

5. Select Administration > Exit to exit the Stratagy ES Administration.

Step 6: Connect Voice Board(s) to Telephone LinesDepending on the Stratagy ES’s hardware configuration, you may need one or all of the following procedures.

D/41PCI and D/41JCT-LS� Connect each of the board jacks to a PBX or CO line using RJ11C connectors and cables. See

figures shown below for channel assignments.

1. Click the StartStratagy icon on the desktop. The Stratagy Enterprise Server Control screen displays.

3869

Rear Bracket on Board

Channel 1

Channel 2

Channel 3

Channel 4

To PBX or Public Telephone Network(Central Office)

3792


InstallationStep 6: Connect Voice Board(s) to Telephone Lines

2-6

D/120JCT-LS� Connect each of the board jacks to a PBX or CO line using RJ14C connectors and cables. See

figure shown below for channel assignments.

Rear Bracket on Board

Channel 1

Channel 2Channel 3

Channel 4

To PBX or Public Telephone Network(Central Office)

7440

Channel 5

Channel 6

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InstallationStep 7: Connect to Strata CTX 100/670 for Soft Key Control of Voice Mail and Call Record Features

Installatio

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Step 7: Connect to Strata CTX 100/670 for Soft Key Control of Voice Mail and Call Record Features

1. Plug cables in (cabling diagram shown below). For more details, see the Strata CTX I&M Manual.

Step 8: Verify System’s Basic FunctionsFollow the instructions below to verify that the Stratagy ES’s basic functions are working.

� To verify that each port works and voice playback and basic auto attendant function

� Dial the extension number for each port. Stratagy ES should (for each port) answer and play the default company greeting (“Thank you for calling…”), greeting 1 in User ID mailbox 990.

Step 9: Configure System� Configure the Stratagy ES based on instructions in Chapter 4 – Stratagy ES Configuration

Menu.

Step 10: Program Mailboxes� Program the User mailboxes for the customer’s application. See Chapter 5 – Voice Processing

for detailed instructions.

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hw

ay

6654

ACTU Processor PCB

Relay Contact (Programmable)

RCA Jack (600 ohm Page Output)

MOH/BGM Jack +Volume Control

Up to Four Programmable Serial (RS-232) Port Modular Jacks Available

Local CTX

WinAdmin

BSIS

(Optional)

ConferenceSW with PAD

AMDS

Remote MaintenanceModem

Ethernet Interface

AETS

DTMF/ABRReceivers

ARCS

RJ45

Smart MediaMaintenance and Customer DatabaseLicense

Hub

or

LAN

SMDI and Stratagy ES Integration

IP SMDI Soft Key LCD Link

Stratagy ES

Voice Mail

(patch cable)

(Serial Port 2)

Note: If connecting Stratagy ES directly to Strata CTX use provided crossover (xver).

Note: Required for Strata CTX Release 1.2 or earlier. Not required for later versions.

(For Strata CTX Rel. 1.3 or higher)


InstallationStep 11: Record Initial Greetings

2-8

Step 11: Record Initial GreetingsThe initial greetings for the Stratagy ES are the Company and Instructional Greetings. You can schedule different initial greetings to play different times of the day or days of the week, or even a specific day of the year.

Company Greeting(s)Stratagy ES ships with the Company Greeting mailbox as Mailbox 990. Mailbox 990 has been factory configured with a default greeting of “Thank you for calling...” When a caller first reaches Stratagy ES, it plays the company greeting. Stratagy ES then plays the caller instructions.

You can record up to seven greetings that you can schedule to play as needed.

Instructional GreetingsBy default, Stratagy ES plays the instructional greetings directly after the company greeting.

Typically, instructional greetings give the caller options for reaching departments or information. Providing this information is important to help process the call. Mailbox 990 has been factory configured with a default Instructional Greeting of “If you know the extension of the person you wish to reach, please enter it now.”

You can record up to seven instructional greetings that you can schedule to play as needed.

Record Company and Instructional Greetings

Note For more details on recording greetings, see the Stratagy ES User Guide.

1. Enter Stratagy ES’s extension. Stratagy ES answers.

2. Press� ��.

3. Enter the security code (default is 990997) + �.

4. From the Main menu, press �. The Manage Mailbox menu plays.

5. Press �. The Change Your Greeting menu plays.

6. Enter the greeting number you want to change or add (�~�).

7. Press � to record the greeting (speak slowly and clearly). Press � when done. You are prompted to record the company greeting.

8. (Optional) After recording, you can press (You can repeat options 1~3 as many times as you wish):

� Review recording. The complete greeting plays.

� Re-record. Press � when done. The system prompts you to record at the beep.

� Append recording. Press��when done. Appending a greeting enables you to add information to the end of your already recorded greeting. The system prompts you to record at the beep.

� Cancel recording. The greeting is canceled. The system returns to the previous menu.

� Save recording. Stratagy ES tells you that greeting (number) has been recorded and returns to the previous menu. Again, you are given the option to review or record over the greeting you have just recorded.

9. Press � to return to the previous menu. You are given the option to record another greeting.

10. Press � and select another company greeting number (�~�).

11. Repeat Substeps 6~9 above for any additional company greetings you want to record.


InstallationStep 11: Record Initial Greetings

Installatio

n

Important! The last greeting selected or recorded is the greeting that callers hear as your mailbox greeting.

When you are finished recording company greetings, pressing � in Substep 9 takes you back to the Manage Mailbox menu.

12. Press �. The Instructional Greeting Menu plays.

13. Repeat Substeps 6~9 as often as necessary to record the instructional greeting(s).

14. To return to the Main Menu, press��. Stratagy ES plays the Main Menu options.

Customize Company/Instructional Greetings

See “Auto (Scheduling)” on page 5-30 to automatically schedule the Company and Instructional Greetings to play during specified times (during hours the company is closed) or on specific dates (holidays)

Sample Initial GreetingsThe following sample greetings play as a result of setting the Mailbox Editor’s Auto Attendant tab screen Selected greeting and Selected voice menu fields or scheduling them with the Auto (Scheduling) menu.

Example 1

Company Thank you for calling (company name).

Instructional To reach the person you are calling, enter his extension. For information about our company products and services, press 1. For customer support, press 2. For sales, press 3. To access the employee directory, enter 411. To reach the Operator, press 0 or stay on the line.

Example 2

Company Good afternoon. Thank you for calling (company name).

Instructional If you know the extension of the person you are calling, you may enter it now. Otherwise, press 0 or stay on the line for Operator assistance.

Example 3


Instructional Sorry, our offices are closed. To leave a message in our Operator’s mailbox, press 0. Or call during regular business hours – 8:00 to 5:00 Monday through Friday.

Example 4


Instructional Our offices are closed July 4th to celebrate Independence Day. Please call back during regular business hours.


InstallationStep 12: Run UPS Verification Test

2-10

Step 12: Run UPS Verification Test� After the backup is complete, unplug the UPS from the dedicated AC circuit. Note the time.

Wait for UPS to drain (approx. one-half hour). Note the time.

Note After UPS drains, the Stratagy ES should lose power and shut Off.

Step 13: Back up the System� It is recommended that you make a tape backup of the system at this time (see Chapter 14 –

Maintenance and Upgrades).

Step 14: Verify Stratagy ES Recovery� After Stratagy ES is shut down due to lack of power, plug the UPS back into the AC circuit.

Stratagy ES should begin the booting process and restore the previous settings.


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Using Stratagy ES Administration 3

The Stratagy Enterprise Server Administration program is a complete administrative program designed to work exclusively with Windows XP/2000/ME/98 or Windows NT. This program works in conjunction with the Stratagy ES software.

The program can be installed and run on the following Server/PCs:

• Stratagy ES for direct access to Stratagy ES system programming (factory installed)

• Client PC with network access to Stratagy ES

Note See “Client PC” on page 3-9 for the minimum requirements of this standalone PC and instructions on loading the Stratagy ES Administration program.

• Standalone PC for remote maintenance

Important! It is best not to set the Windows screen saver on a PC running Stratagy ES to an OpenGL type. Open GL savers can take 100% of the CPU time when activated and will increase the wait time dramatically for anyone trying to login to the PC remotely.


Using Stratagy ES AdministrationView

3-2

ViewThe View menu consists of two options – Toolbars and Status Bar.

ToolbarsThe toolbars display at the top of the Stratagy ES Administration window. There are two toolbars available – Configuration and Administrative (see Figure 3-1). They provide mouse shortcuts to the most used Stratagy ES commands.You can click and drag the toolbar to anywhere on the screen; however, once you exit Stratagy ES Administration, the toolbar reverts back to its original position. To display or hide a toolbar, select the appropriate toolbar from the View submenu.

Figure 3-1 Stratagy ES Administration Toolbars

CLICK FOR TO

Mailbox EditorIncludes User Mode options, Auto Attendant options, Chains/Groups, Menus, Information, Auto, Notify and Integrated Messaging.

Voice Port Status Displays status of all installed voice ports.

AboutDisplays program information on Stratagy ES Administration (e.g., version number).

Configuration WizardSeries of screens to assist you in configuring basic system settings (e.g., voice ports, serial ports).

Telephone System Integration

Defines PBX systems.

Answer Methods Assigns Answer Methods to the Telephone System Integration.

Voice Ports Assigns Answer Methods and extension to the voice port.

Serial Ports Configure system’s serial ports (e.g., baud rate, stop bits, etc.).

Notification Port Groups

Designates voice ports as notification groups.

Statistical Port Groups Designates voice ports as statistical groups to show traffic on the ports.

IVR Hosts Enables terminal emulation. Not currently in use.

Holidays Designates holidays.

SchedulerCreate, delete and modify scheduled actions (e.g., shutdown for maintenance).

System Parameters Set system-wide parameters (e.g., AMIS, voice mail)

Administrative Toolbar

Configuration Toolbar


Using Stratagy ES AdministrationAdministration Access Levels

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Status BarThe status bar displays at the bottom of the Stratagy ES Administration window. To display or hide the status bar, select Status Bar from the View submenu.

The left area of the status bar describes actions of menu items as you navigate through menus.

Administration Access LevelsMultiple users can access the program at one time. There are three access levels:

• Prime (dealer): Complete access to all system administrative functions. Creates and deletes all other access levels. The factory configured log-in name for prime access is “Stratagy.”

• Administrator: Given privileges by Prime level. Can assign department levels. Only the Prime level that created the Administrator level can delete or reset the password.

• Department: Takes care of departmental administration. This level can be assigned the following responsibilities for specified mailboxes: define class of service; set up user’s Options, Auto schedule and Notify screens; and report generating capabilities.

Note Access to menu functions vary by access level. Functions that are disabled appear grayed out on the menu.

Administration Access for Domain ControllerWhen a Stratagy ES is added to a domain controller, and the Management Information Systems (MIS) group requires the Stratagy ES System Administrator to log in to an account managed by the domain, that account does not have privileges required to manage Stratagy ES. In particular, that account cannot start and stop the Stratagy ES service, and cannot control file sharing on the Stratagy ES file system. To regain administrative privileges, you must perform the following procedure:

1. On the Stratagy ES, log on to Windows 2000 using the administrator account (or equivalent local administration account).

Important! Make sure the domain box is set as the local computer name not the domain.

2. From the desktop, click Start, Programs > Administrative Tools (Common) > User Manager. The User Manager window displays.

3. Double-click “Administrators” group in the lower half of the window. The Local Group Properties window displays.

4. Click Add. The Add Users and Groups window displays.

5. In the List Names From field, select the name of the domain (not the local PC).

6. In the Names field, select the login name that you want to allow Stratagy Administration privileges. Click Add. The domain name\name displays in the lower portion of the window.

7. Click OK.

8. Click OK again and exit from Manage Users.

9. Log back in on Windows 2000 on the Stratagy ES system using the domain name in the Domain field (not the local PC name). You now have Administrative privileges required to manage Stratagy ES.


Using Stratagy ES AdministrationMain Menu

3-4

Main MenuThe Stratagy ES Administration program menus enable you to (see Figure 3-2 for a complete list of menu items):

• Manage Administrators (add, modify, and delete Stratagy ES authorized users)• Manage User Agents (create, modify, delete)• Configure the Stratagy ES system (voice ports, serial ports, system parameters, etc.)• Run reports

Figure 3-2 Stratagy ES Administration Menu Structure

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Administrator

User Agents

Manage AdministratorsCloseConnect to ServerExit

MailboxMailbox COSDistribution ListIVRAMIS GatewayAMIS ProxyVPIM GatewayVPIM ProxyDirect Send VoiceDirect Send Fax

Edit TemplateRun Report

User ModeAuto AttendantChains/Groups/FaxMenusInfoAutoNotifyUnified MessagingASR Auto Attendant

Configuration Configuration Wizard

Telephone System Integration

Answer Methods

Voice Ports

Serial Ports

Notification Port Groups

Statistical Port Groups

Holidays

Scheduler

Language

System Parameters

Tools Voice Port Status

IVR Alias Editor

TCL Session

Date/Time

Shutdown

ASR Sync

Reports Report Option 1

Report Option 2

Window Cascade

Tile

Arrange Icons

Help Help Topics

About Admin

Edit IVR AliasRun IVR Alias

View Toolbars

Status BarAdministration ToolbarConfiguration Toolbar

Create User Agents

Create COS

Edit User Agents

Edit COS

Copy User Agent

Delete User Agents


Using Stratagy ES AdministrationLog on to Stratagy ES Administration

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Log on to Stratagy ES AdministrationImportant! The Stratagy Enterprise Server must always be

running before you can use the Stratagy ES Administration program. If you did not start the Stratagy ES server before starting this procedure, a dialog box displays (shown at right) when you click OK on the Stratagy Login screen. From the Admin dialog box, click OK and exit the login procedure. See “Start up Stratagy ES” on page 2-5 for instructions on starting the server.

1. From Windows 2000, click Start > Programs > Stratagy Enterprise Server Administration > Stratagy ES Administration. The Stratagy Login screen displays (shown at right).

2. Type the computer’s name (address of the server). Press Tab.

Note The name is either the IP address of the Stratagy ES on the network or, if a Domain Name Server is in use on the network, a valid Fully Qualified Domain Name (FQDN) for the Stratagy ES on the local network.

3. Type the User Name (default is Stratagy) in the User Name field. Press Tab.

Note The User Name is assigned in the Manage Administrators option (see “Manage Administrators” on page 3-6).

4. Type the password (default is Stratagy) in the Password field. Click OK. If you have not changed the default password, a dialog box displays.

5. Click Change Password. The Change Password screen displays (shown at right)...or Cancel to ignore the dialog box. The dialog box prompting you to change the password disappears, but displays the next time you log on.

6. Type the new password (3~16 alphanumeric digits long). Press Enter.

7. Type the password again to confirm. Click OK. If you have not run the Configuration Wizard, a dialog box appears asking if you want to run the Configuration Wizard program.

8. Click No to ignore the process. The Stratagy ES Administration window and the Voice Ports Status screen (shown at right) displays. The next time you access the Administration program, the dialog box prompting you to run the Configuration Wizard displays....or click No and check the “not display this dialog box again” option. The Stratagy ES Administration window and the Voice Ports Status screen (see screen above) display. You are not prompted again to use the Configuration Wizard.

...or click Yes. The Configuration Wizard window displays. See Chapter 4 – Stratagy ES Configuration Menu for instructions.

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Using Stratagy ES AdministrationExit Stratagy ES Administration

3-6

Exit Stratagy ES Administration� From the Stratagy ES Administration Main Menu, click Administration > Exit.

Manage AdministratorsNote This option is available only to Prime and Administrator levels.

Prime level users are able to assign/delete/modify Administrator and Department level users. Administrator level users are able to assign/delete/modify Department level users.

Add Administrators/Department Users (includes Password Assignment)

1. From the Stratagy ES Administration screen, click Administration > Manage Administrators. The Manage Administrators screen displays.

2. Click Add. The Add Administrator screen displays (shown at right).

3. In the Access Control section of the screen, type in the User Name (max. 16 alphanumeric characters).

Note Name string cannot include blanks or underscores.

4. Type password (max. 16 alphanumeric characters).

5. Type the same password into Confirm password field.

6. Check the Administrator or Department box. The Access Options section displays with the following information:

Administrator – If you checked the Administrator box, the Mailboxes field defaults to All and can not be changed. The Configuration of system parameters, Change Date and Time and System shutdown options are available for selection. The Creation of notification template and Run Report options are grayed out since they are always activated for an Administrator.

Department – The Mailboxes field is left blank and the Creation of notification template and Run Report options are available for selection. The remaining options are grayed out.

7. Check mark any function(s) you want the user to be able to perform. For department users, you can also enter the mailbox numbers the user can access.

Note A mailbox number can be a single number (e.g., 881), a range of numbers separated by a dash (e.g., 800-804) or a combination of both separated by commas or spaces (e.g., 800-802, 881 888).

8. Click OK. The Manage Administrators screen displays with the new user(s) added to the listing.

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Using Stratagy ES AdministrationConnect to Server

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Delete Administrators/Department Users (includes Passwords)1. From Stratagy ES Administration screen, click Administration > Manage Administrators. The

Manage Administrators screen displays with a list of all Administrator and Department users (see Step 8 on page 3-6).

2. Highlight the User Name you want to delete.

3. Click Delete. A Delete Administrator screen displays asking you to confirm the deletion.

4. Click Yes. The Manage Administrators screen displays with the User Name deleted from the list.

5. Click Close. The Main Menu displays.

Modify Administrators/Department User Options (includes Passwords)

1. From Stratagy ES Administration screen, click Administration > Manage Administrators. The Manage Administrators screen displays with a list of all Administrator and Department users (see Step 8 on page 3-6).

2. Highlight the User Name you want to modify.

3. Click Modify. The Modify Administrator screen displays (shown at right).

4. You can:

• Check/uncheck any options

• Change and confirm the password

• Add or delete mailboxes from the department user

5. When finished, click OK. The Manage Administrators screen displays.

6. Click Close. The Main Menu displays.

Connect to Server� Click on this menu option and the Stratagy Logon screen displays. This option enables you to

log on to a different server without having to exit completely out of the screens for the current server.

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Using Stratagy ES AdministrationTools

3-8

ToolsNote This option is available only to Prime and Administrator levels.

The Tools menu consists of five options – Date/Time, Shutdown, Voice Port Status, IVR Alias Editor and TCL Session.

Change System Date/TimeThe Date/Time function changes the system clock at the server.

1. From the Stratagy ES Administration Main menu, click Tools > Date/Time. The Change system clock screen displays (shown at right).

2. Using the drop-down menu, select a new date

...or type a date using mm/dd/yy format.

3. Using the spin button, select a new time

...or type a time in using hh:mm:ss format.

4. Click OK. The Main screen displays.

ShutdownNote This option is only available to Administrator or higher access levels.

Occasionally you will need to shut down, or exit, Stratagy ES Administration. Circumstances include:

• Turning power off to perform hardware maintenance

• Backing up or restoring Stratagy ES using the Backup Utility

• Upgrading the system

• Moving the system to another location

• Configuration parameters have been changed, and the system must be restarted to use them. (This can also be performed using StartStratagy.)

The Shutdown function shuts down and restarts the Stratagy ES server.

Shut Down the Stratagy ES

1. From the Stratagy ES Administration Main menu, click Tools > Shutdown. A dialog screen displays asking you to confirm the shutdown.

2. Click Yes. The Stratagy ES Administration program closes and the server is shutdown. Windows 2000 shuts down and reboots automatically.

ASR SyncThis mechanism synchronizes the Stratagy ES database with that of the ASR engine directory. See Chapter 7 – Automatic Speech Recognition (ASR) for instructions on using this option.

Voice Port StatusSee “Display Voice Port Status” on page 4-12 for information on using this option.

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Using Stratagy ES AdministrationClient PC

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IVR Alias EditorSee “IVR Alias Editor” on page 10-6 for details on using this function.

TCL Session(Not applicable)

Client PCThe Stratagy ES Administration can be loaded on a client PC with network access to Stratagy ES. Minimum requirements for the client PC are:

• Windows 2000, Windows NT 4.0 or Windows 98

• 64MB RAM

• Pentium processor

• 20MB of free hard disk storage

• CD-ROM drive (optional)

• 38.4 Kbps baud modem (optional for remote maintenance through telephone network)

• 3.5” 1.44MB floppy disk drive

• VGA color monitor

• mouse

• keyboard

• 10BaseT Network Interface Card (optional for remote connection through a Local Area Network (LAN)/Wide Area Network (WAN))

Load Stratagy ES Administration Software on Client PC1. Insert the CD-ROM Disk into the PC drive. The Software Menu displays.

2. Select Stratagy ES Administration. The Welcome screen displays.

3. Accept the defaults on the following screens by clicking Next.

4. When the installation is complete, click Finish.

5. Restart the Stratagy ES Server.

6. Remove the CD-ROM from the drive.


Using Stratagy ES AdministrationClient PC

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Stratagy ES Configuration Menu 4

This chapter covers Stratagy Enterprise Server Administration’s Configuration Menu. You are given instructions on accessing and exiting the menu, and saving entered data. In addition, procedures for using each of the configuration options are given in detail.

This menu is available only to personnel with Administrator access level or higher. Changes made in these screens are not active until the Stratagy ES is restarted using the Stratagy Enterprise Server Control Service (see “Start up Stratagy ES” on page 2-5).

The Configuration menu consists of the following options:

• Configuration Wizard

• Telephone System Integration

• Answer Methods

• Voice Ports

• Serial Ports

• Notification Port Groups

• Statistical Port Groups

• IVR Hosts

• Holidays

• Scheduler

• Language

• System Parameters


Stratagy ES Configuration MenuAccess/Exit Configuration Menu

4-2

Access/Exit Configuration MenuAccess the Configuration Menu

� Select Configuration from the Main menu

...or press Alt+C. The Configuration screen displays.

Exit the Configuration Menu1. Click OK. A dialog screen asks if you want to update the configuration data in the voice server

and close the configuration window.

...or Cancel. A dialog screen asks if you want to discard the changes without updating the configuration data in the voice server and close the configuration window.

2. Click Yes. If you chose OK in Step 1, the changes are updated and the configuration screen is closed

...or if you chose Cancel in Step 1, the changes are discarded and the configuration screen is closed.

Refresh Configuration Screen1. Click Apply. A dialog screen asks if you want to update the configuration data in the voice

server.

2. Click Yes. The changes are updated and the screen remains open.

Update Stratagy ES DatabaseChanges made to the Stratagy ES Administration Configuration screens are not implemented in the Stratagy ES database until you click OK or Apply on the individual Configuration screen.

Configure Voice PortsThere are three screens that are required to properly configure Stratagy ES voice ports for answering calls: Telephone System Integration, Answer Methods, and Voice Ports. Starting with the Telephone System Integration option, each screen builds upon the data of the previous screen. Configure the screens in the order listed here:

1. Telephone System Integration – Defines the attributes and functionality of telephone systems that are connected to the Stratagy ES.

2. Answer Methods – Links the Telephone System Integration Group to an User Agent mailbox that supplies the Primary greeting heard by the caller and defines the number of rings the system must wait before it answers an incoming call on the voice port.

3. Voice Ports – Assigns the Answer Method along with an extension number to the Voice Port.


Stratagy ES Configuration MenuConfiguration Wizard

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Configuration WizardThe Configuration Wizard guides you through the Stratagy ES basic operation setup. It includes:

• Configure the System Database - specifies telephone systems, set up voice lines and answering methods for AA and designate holidays.

• Configure User Agents Database

The set of screens are user friendly and first display automatically on the initial log in to the Stratagy ES Administration software. If you choose to bypass the screens at log in, you can always access the Configuration Wizard later through the Configuration Menu.

When the Configuration Wizard program starts, it reads the current configuration of the Stratagy ES into memory. As data is entered, the program stores the data until the following specified intervals:

• Clicking Next on the Update Stratagy ES System Configuration screen.

• Clicking Create on the Create Classes of Service screen.

• Clicking Create on the Create Mailboxes screen.

Use Configuration Wizard

2. Follow the prompts on the screens. When the Configuration Wizard process is complete, click Finish.

1. From the toolbar, click the Configuration Wizard icon

...or from the Stratagy Administration Main menu, click Configuration > Configuration Wizard. The Configuration Wizard screen displays.


Stratagy ES Configuration MenuTelephone System Integration

4-4

Telephone System IntegrationThe Stratagy ES supports multiple telephone system integrations. Each integrated system includes a set of integration characteristics, such as integration dial codes and integration patterns to support either DTMF or SMDI.

Note Each Stratagy ES, iES16 and iES32 system has been pre-configured at the factory for out-of-box operation with a Toshiba Strata CTX telephone system. This includes the required programming for CTX Integration, Reserved Mailboxes (e.g., 990, 998, etc.), and the factory recorded company and instructional greetings for mailbox 990.

The Telephone System Integration screen (see Figure 4-1, Table 4-1) enables a user to define all telephone systems which are either directly connected to the Stratagy ES or are host telephone systems of one or more mailbox owners. You can add as many Telephone System Integration Groups from the predefined Switch Types as needed.

Important! When configuring voice ports, you must enter the data in the following order: Telephone System Integration, Answer Methods, and Voice Ports. See “Configure Voice Ports” on page 4-2.

Figure 4-1 Telephone System Integration Tab Screen with Sample Data

Arrows re-order sequence of integration pattern lines.

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Displays when Digital Line Protocol field set to T1.

Displays when Digital Line Protocol field set to SMDI.



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Table 4-1 Telephone System Integration Tab Screen Fields

FIELD DESCRIPTION

Integration Group Name Alphanumeric field. Underscores are allowed. If you type in more than one word, Stratagy ES adds an underscore between words when it updates.

Note The Integration Group Name, once entered and saved in this screen, is automatically added to the Telephone System Integration Name drop-down menu in the Answer Methods screen.

Switch Type Designates the telephone system switch type.

Important! If you accidently enter only spaces in this field, Stratagy ES does not reject it. Instead, Stratagy ES accepts the invalid pure space name and uses it as a switch type.

Defaults to Strata CTX. Possible values are: Strata CTX, <Create/save Switch Type>.

Integration Type Defaults to CTX Proprietary. Possible values are: DMTF, SMDI and CTX Proprietary. If you choose either SMDI or CTX Proprietary, the Serial Port and Max. Ext. Length fields must be filled in.

Serial Port – Defaults to blank. Possible values are: COM1~COM24.

Max. Ext. Length – Maximum number of digits the connecting switch expects to receive, specifically for message notification. Standard is 10. Some switches are limited to seven digits.

Note Stratagy ES will send the number of digits specified here. If the actual mailbox extension number has a smaller quantity of digits than this value, Stratagy ES will insert the appropriate quantity of digits.

Example: Max. Ext. Length = 10Mailbox/Ext. Number = 3752Stratagy ES sends 0000003752.

Digital Line Protocol (Optional) This field designates the digital line protocol as T1 or ISDN.

Defaults to None.

Note The Transfer Support and T1 Protocol Type T1 fields are available when Digital Line Protocol is set to T1. When Digital Line Protocol is set to ISDN, only the Transfer Support field is displayed.

Transfer Support – If the T1 board is going to perform transfers, set this field to TRUE. Otherwise, set the field to FALSE.

T1 Protocol Type – Defaults to us_mf.

Note No other T1 protocol types are available at this time.

Integration Patterns If your telephone system supports integration, this selection controls the definition of its integration. Perform this step only to refine, verify, or modify the integration of the Stratagy ES system with your telephone system.

Use the PBXpert/32™ program to assist you with tone recognition (see “PBXpert/32” on page 16-1 for instructions on using this program).

Note Integration patterns support only Analog Integration.



4-6

Integration Dial Codes Stratagy ES controls certain actions on your telephone system by using defined telephone system dial codes. To define the dial codes, you must modify a telephone system dial code parameter(s).

With this option, preset dial codes for other manufacturers’ systems can be enabled or modified. The following fields display on the screen:

• Number of minimum milliseconds to define CPM sound

• Dial code to put a caller on transfer hold

• Dial code to use when there is no transfer dial tone

• Dial code to return to caller after Ring No Answer

• Dial code to return to caller after Busy

• Dial code to use after call screening reject

• Dial code to connect the caller to the extension

• Number of milliseconds to wait for dial tone detection

• Number of milliseconds delay after flash hook

• Which DTMF tone to listen to for answer detection

• Which DTMF tone to listen to for hangup detection

• What to dial AFTER dialing the user ID extension

• What to dial BEFORE dialing the user ID extension

• What to dial when the system first starts up

• What to dial when the system performs a shutdown

• What to dial when a port goes off-hook

• Number of minimum milliseconds to define CPM silence

• Number of minimum milliseconds to define CPM sound

• Message lamp ON

• Message lamp OFF

• Trunk access code

• Number of milliseconds to use for Flash time

• IP Address

• SNMP Community

Note Integration dial codes support only Analog Integration (voice ports).

Table 4-1 Telephone System Integration Tab Screen Fields (continued)

FIELD DESCRIPTION



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Add Integration Group

2. Click Add Group. The Add New Telephone System Integration Group screen displays.

3. Type a new Integration Group name and click OK. The Configuration Properties screen displays. The screen fields are now blank.

4. Select the Switch Type from the drop-down menu.

Note If you select <Create/Save/Delete Switch Type>, the Create/Save/Delete Switch Type screen displays and you need to type the name for the new switch type and click OK. The new switch type is saved with the settings that appear on the screen at the time it is saved. The name is added to the drop-down menu for the Switch Type field.

5. Select DTMF or SMDI from the Integration Type drop-down menu.

Note If you select SMDI, two fields appear on the screen to the right—SMDI Serial Port and Max. Ext. Length. Select the SMDI Serial Port from the drop-down menu. Double-click the Max. Ext. Length field and using the spin-button, select a number from 1~10.

6. (Optional) Select T1 in the Digital Line Protocol field if you have a T1 card installed in the system.

Note If you select T1, two fields appear on the screen to the right—Transfer Support and T1 Protocol Type. Select TRUE from the drop-down menu if the T1 board is going to perform transfers; otherwise leave this field at FALSE. Skip the T1 Protocol Type field since the default is the only option available.

7. Modify Dial Codes and Integration Patterns, as required. To change the sequence of integration patterns, highlight the line and use the Move arrows to the right of the screen.

Note These fields support only the Analog Integrations.

8. Click OK

...or Apply.

Clicking OK saves the changes and closes the screen, whereas clicking Apply saves the changes but does not close the screen. A dialog box displays.

9. Click Yes. The changes are added to the Stratagy ES database the next time Stratagy ES is shut down and restarted.

1. From the toolbar, click the Telephone System Integration icon

...or from the Stratagy Administration Main menu, click Configuration > Telephone System Integration. The Configuration Properties screen with the Telephone System Integration Tab displays (see Figure 4-1).



4-8

Delete Integration Group

2. From the drop-down menu, select the Integration Group Name you want to delete.

3. Click Delete Group. A dialog box asks you to confirm the deletion.

Important! When you delete a group, references to it in the Answer Methods screen are removed. References in User Agent or COS must be removed manually by you. If you don’t remove them, Auto Attendant (AA) and notification does not work properly.

4. Click Yes. The Telephone System Integration screen displays without the deleted group in the windows.

5. Click OK

...or Apply. Clicking OK saves the changes and closes the screen, whereas clicking Apply saves the changes but does not close the screen. A dialog box displays.

6. Click Yes. The changes are added to the Stratagy ES database the next time Stratagy ES service is shutdown and restarted.

Add or Delete Switch Type1. From the Switch Type drop-down menu,

select the <Create/Save/Delete Switch Type> option. The Create/Save/Delete Switch Type screen displays (shown at right).

2. Add Switch Type: Type the name for the new switch type and click OK. The new switch type is saved with the settings that appear on the screen at the time it is saved. The name is added to the drop-down menu for the Switch Type field.

...or to delete Switch Type: From the Switch Type field, select the switch type that you want to delete. Click Delete. A dialog box asks you to confirm the deletion. Click Yes. The Telephone System Integration screen displays without the deleted group in the Switch Type drop-down box.

PBXpert/32PBXpert/32 defines the tone patterns for the voice mail. This program enables the voice mail application to “learn” the tone patterns that define ringing, busy, hang up, and reorder.

Note The tone patterns for the Toshiba DK424 telephone system is automatically defined during setup. Use PBXpert/32 only when initially configuring non-Toshiba telephone systems.

See “PBXpert/32” on page 16-1 for instructions on defining a tone pattern.

1. From the toolbar, click the Telephone System Integration icon

...or from the Stratagy Administration Main menu, click Configuration > Telephone System Integration. The Configuration Properties screen with the Telephone System Integration Tab displays (see Figure 4-1).

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Stratagy ES Configuration MenuAnswer Methods

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Answer MethodsThis function defines a method of answering calls in order to support multiple-system integration groups within Stratagy ES.

The Answer Methods screen (see Figure 4-2, Table 4-2) enables you to assign a name (e.g., IVR), a Greeting User Agent and the Number Of Rings To Answer. The Telephone System Integration name must be defined in the Telephone System Integration screen.


Figure 4-2 Answer Methods Tab Screen with Sample Data

Table 4-2 Answer Methods Tab Screen Fields

FIELD DESCRIPTION

Answer Method Name A label that is assigned to the Answer Method. This name is carried over to the Voice Ports screen. Defaults to Default_Name. Max. 34 characters. Underscores are allowed.

Example: IVR

Greeting User Agent User Agent/mailbox that answers the call after the Number Of Rings To Answer is detected. Defaults to 990.

Number of Rings To Answer

Number of rings the system waits before it answers an incoming call on the voice port. Defaults to 1.

Telephone System Integration Name

The integration group to which the answer method is linked.

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Stratagy ES Configuration MenuAnswer Methods

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Add Answer Methods

2. Click Add. A blank line displays below the other entries.

3. Click in the Answer Method Name field and type a name. Press Enter. The entry cannot be longer than 34 alphanumeric characters. An underscore is allowed (e.g., Default_Name).

4. Using the drop-down menu, select an available Greeting User Agent. The drop-down list contains all the User Agent numbers already referenced in the Answer Method lines.

5. Double-click in the Number of Rings To Answer field. Using the spin button to the right of the field, select the number of rings. Press Enter.

6. Using the drop-down menu, select an available Telephone System Integration Group.

7. Click OK



Remove Answer Methods

2. Highlight the Answer Method you want to delete.

3. Click Remove. The Answer Method listing is removed from the screen.

4. Click OK



1. From the toolbar, click the Answer Methods icon

...or from the Stratagy Administration Main menu, click Configuration > Answer Methods. The Configuration Properties screen with the Answer Methods Tab displays (see Figure 4-2).


...or from the Stratagy Administration Main menu, click Configuration > Answer Methods. The Configuration Properties screen with the Answer Methods Tab displays (see Figure 4-2).


Stratagy ES Configuration MenuVoice Ports

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Voice PortsThe Voice Ports screen (see Figure 4-3, Table 4-3) enables you to assign the Answer Method and a telephone system’s extension number for each Stratagy ES voice port.


Figure 4-3 Voice Ports Tab Screen with Sample Data

Table 4-3 Voice Ports Tab Screen Fields

FIELD DESCRIPTION

Port (Display only) Stratagy ES Administration displays actual port numbers based on voice card(s) installed.

Extension Specific telephone system’s extension or terminal number (e.g., Centrex application = 0001). The Stratagy ES uses this value for SMDI integration.

Important! Be careful when making your entry in this field. Stratagy ES does not validate your input.

Answer Method Indicates integration group connected, greeting mailbox, and number of rings needed to answer calls. Defaults to Default_Name.

Notification Group (Display only) Port assignment in a Notification Port Group. Stratagy ES Administration obtains this value from the information assigned in Notification Port Groups Tab screen (see “Notification Port Groups” on page 4-16).

Statistical Port Group (Display only) Port assignment in a Statistical Port Group. Stratagy ES Administration obtains this value from the information assigned in Statistical Port Groups Tab screen (see “Statistical Port Groups” on page 4-18).

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Stratagy ES Configuration MenuVoice Ports

4-12

Add Voice Port Definition

2. Type the extension number.

3. Using the drop-down menu, select the Answer Method.

4. Click OK



Display Voice Port Status

...or if you are at the Windows 2000 desktop screen, click Programs, Stratagy Enterprise Server Administration > Stratagy ES Port Status. The Stratagy Logon screen displays. Type the password. Click OK. The Voice Ports Status screen for the specified computer displays (shown at right).

2. To view statistics on an individual port (example screen shown at right), double-click the port listing on the Voice Ports Status screen.

3. Click Refresh to update the Statistics screen at any time

...or click Close to close the screen. The Voice Ports Status screen remains on the desktop.

1. From the toolbar, click the Voice Ports icon

...or from the Stratagy ES Administration Main Menu, click Configuration > Voice Ports. The Configuration Properties screen with the Voice Ports Tab displays (see Figure 4-3).

1. If you are logged on to Stratagy ES Administration, click Voice Port Status icon and the Voice Port Status screen displays (shown at right).

Note The Voice Port Status screen should remain displayed on the desktop to assist the administrator.

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Stratagy ES Configuration MenuSerial Ports

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Serial PortsSerial ports in the Stratagy ES are used in three ways:

• Available – Serial ports not running within Stratagy ES and available for Windows 2000 use.

Note Serial ports may be reported on this screen as “available” when in fact there is no hardware installed on them. You must verify serial port hardware installation prior to assigning the port’s functionality.

• SMDI – Serial ports used for Stratagy ES SMDI.

Note Systems connected to a CTX (Release 1.3 or higher) Integration do not require a serial port to be configured for integration.

• Resource – Serial ports available as a resource for Stratagy ES applications (e.g., IVR).

The Serial Ports screen (see Figure 4-4, Table 4-4) enables you to assign a COM port to a specific application (e.g., IVR) or integration (e.g., SMDI).

Figure 4-4 Serial Ports Tab Screen with Sample Data

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4-14

Table 4-4 Serial Ports Tab Screen Fields

FIELD DESCRIPTION

Port Name (Display only) Default is COM1.

Assigned As Possible values are:

Available – Not in use by Stratagy ES Administration.SMDI – Defined in the Telephone System Integration screen.Resource – Reserved under Resource Manager.

Note You cannot type entries into this field. Selection must be made from the drop-down menu.

Telephone System or Resource Name

Possible values are:

Blank – When Assigned As field reads Available, this field is blank.Telephone System – If reserved as a SMDI in the Assigned As field, you must enter a Telephone System name.Resource Name – If reserved as a Resource in the Assigned As field, you must enter a Resource Name.

Notes

• A drop-down menu is provided for this field.

• More than one port can be configured to the same Resource Name.

Serial Port Default Settings Settings are for the port highlighted.

Baud Rate Default is blank. Possible values are: 110, 300, 600, 1200, 2400, 4800, 9600, 14400, 19200, 38400, 56000, 57600, 115200, 128000, 256000.

Data Bits Default is blank. Possible values are: 7, 8.

Parity Bits Default is blank. Possible values are: no, odd, even, mark, space.

Stop Bits Default is blank. Possible values are 1, 1.5, 2.

Target Phone Number Modem phone number used when the application does not define its own dialed number when making a call.

See screen for examples.



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Add Serial Port Definition

2. Click Assigned As field. Drop-down menu button appears.

3. From the drop-down menu, select an entry.

Note You cannot type into this field.

4. Click in Telephone System or Resource Name field.

5. Type in a Resource Name

...or select a name from the drop-down menu. If the port is assigned to SMDI or Resource, you must make an entry in this field.

6. Set Baud Rate, Data Bits, Parity Bits and Stop Bits for the serial port.

7. Repeat Steps 2~6 for each port.

8. Click in the Target Phone Number field. Type in the phone number.

9. Click OK



1. From the toolbar, click the Serial Ports icon

...or from the Stratagy ES Administration Main Menu, click Configuration > Serial Ports. The Configuration Properties screen with the Serial Ports Tab displays (see Figure 4-4).


Stratagy ES Configuration MenuNotification Port Groups

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Notification Port GroupsAny port can be used for traditional notification purposes. Ports can also be grouped to restrict their use to a specific application such as IVR, AMIS, etc. In Stratagy ES, each port can be its own group and a group name can be used to identify a notification group.

The Notification Port Groups screen (see Figure 4-5, Table 4-5) requires three entries: Group ID, Group of Voice Ports, and Group Limit (%).

Figure 4-5 Notification Port Groups Tab Screen with Sample Data

Table 4-5 Notification Port Groups Tab Screen Fields

FIELD DESCRIPTION

Group ID Name of Notification Group. Can refer to specific application (e.g., IVR, AMIS).

Group of Voice Ports Defines ports that belong to the notification group ID (e.g., 1~10, 32, 43).

Group Limit (%) Defines the percentage of ports within a group that must be busy before outbound notification is suspended.

Possible values are: 0~100.

Example:

IVR Notification Port Group has 10 ports.

Group Limit (%) field is set to 75%.

When eight ports of the IVR port group are busied by incoming calls, notification requests for the group are suspended until the number of busy ports diminishes.

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Stratagy ES Configuration MenuNotification Port Groups

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Add Notification Port Group

2. Click Add. A blank line appears.

3. Double-click in Group ID field and type entry.

4. Double-click Group of Voice Ports field and type new Voice Port Numbers

...or select from the drop-down menu.

5. Double-click in Group Limit (%) field. Using the spin-button, select the percentage.

6. Click OK



Remove Notification Port Group

2. Highlight the Group ID you want to remove.

3. Click Remove. A dialog box asks you to confirm the deletion.

Note Do not delete a group that is used in a User Agent Notification Record.

4. Click OK



1. From the toolbar, click the Notification Port Groups icon

...or from the Stratagy ES Administration Main Menu, click Configuration > Notification Port Groups. The Configuration Properties screen with the Notification Port Groups Tab displays (see Figure 4-5).

1. From the toolbar, click the Notification Port Groups icon

...or from the Stratagy ES Administration Main Menu, click Configuration > Notification Port Groups. The Configuration Properties screen with the Notification Port Groups Tab displays (see Figure 4-5).


Stratagy ES Configuration MenuStatistical Port Groups

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Statistical Port GroupsThe Statistical Port Groups screen (see Figure 4-6, Table 4-6) provides reporting and troubleshooting tools by displaying the number of calls handled by the ports.

This screen provides the groups and group ID information for the Port Group Statistical Report. See “Port Group Statistics Report” on page 13-5.

Figure 4-6 Statistical Port Groups Tab Screen with Sample Data

Table 4-6 Statistical Port Groups Tab Screen Fields

FIELD DESCRIPTION

Group ID Any number starting with 1.

Group of Voice Ports Ports in the group.

Entry can be a single, multiple or a range of ports (e.g., 1~4, 10, 12).

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Stratagy ES Configuration MenuStatistical Port Groups

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Add Statistical Port Group

2. Click Add. A blank line appears.

3. Double-click on Group ID field and type a Group ID.

4. Double-click on Group of Voice Ports field. Type a group of ports or use the drop-down menu to select the ports.

Note Entry can be a single, multiple or range of ports (e.g., 1-4, 10, 12).

5. Click OK



Remove Statistical Port Group

2. Highlight the Group ID you want to remove.

3. Click Remove. You are asked to confirm the deletion.

4. Click Yes.

5. Click OK



1. From the toolbar, click the Statistical Port Groups icon

...or from the Stratagy ES Administration Main Menu, click Configuration > Statistical Port Groups. The Configuration Properties screen with the Statistical Port Groups Tab displays (see Figure 4-6).

1. From the toolbar, click the Statistical Port Groups icon

...or from the Stratagy ES Administration Main Menu, click Configuration > Statistical Port Groups. The Configuration Properties screen with the Statistical Port Groups Tab displays (see Figure 4-6).


Stratagy ES Configuration MenuIVR Hosts

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IVR HostsSee Chapter 10 – Interactive Voice Response (IVR) for details on using this part of the Configuration Menu.

HolidaysThe Stratagy ES Administration has a default holiday table covering five years. There is no limit to the number of holidays that can be added to the table. Holidays defined in this screen can be used in the Auto (Scheduling) and Notify screens of a mailbox.

The Holidays screen (see Figure 4-7) displays the programmed holidays for the system.

Figure 4-7 Holidays Tab Screen with Sample Data

The left side of the screen is “display only” and shows the holidays for the current year. To display another year, change the drop-down calendar to the desired year or highlight the year (e.g., 1998) and press up/down arrow keys to change. A “+” sign next to a date designates a recurring holiday date (e.g., July 4).

The right side of the screen includes a drop-down calendar.

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Drop-down calendar

Scroll Button


Stratagy ES Configuration MenuHolidays

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Add Holidays

2. In Add or Remove Holidays section, click the down arrow. A pop-up calendar displays.

...or you can type in a date in the date display and click Add.

Note If you use this procedure, skip to Step 5 below.

3. You can use the arrows in the top left/right corner of calendar to scroll through month/year

...or you can click on the month (e.g., May) to select a month from the menu and click on a year (e.g., 1998) to select a year.

4. Click on desired date. A dialog box displays asking if you want to set the date for every year.

5. Click Yes. The date is set for every year. The date displays in the left section of the screen in chronological order. A “+” is placed next to it to indicate it is a recurring date.

...or click No. The date is set for the selected year. The date displays in the left section of the screen in chronological order.

6. Click OK



Remove Holiday

2. Highlight the desired date in the listing on the left side of the screen.

3. Click Remove. A dialog box displays asking you to confirm the deletion.

4. Click Yes.

5. Click OK



1. From the toolbar, click the Holidays icon

...or from Stratagy Administration Main menu, click Configuration > Holidays. The Configuration Properties screen with the Holidays Tab displays (see Figure 4-7).

1. From the toolbar, click the Holidays icon

...or from Stratagy Administration Main menu, click Configuration > Holidays. The Configuration Properties screen with the Holidays Tab displays (see Figure 4-7).


Stratagy ES Configuration MenuScheduler

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SchedulerThe Scheduler Tab screen (see Figure 4-8, Table 4-7) enables you to create/modify/delete scheduled system tasks. You can set up automatic changes for each action to occur at a specified time, on certain days of the week, and on a specified date.

Figure 4-8 Scheduler Tab Screen with Sample Data

Table 4-7 Scheduler Tab Screen Fields

FIELD DESCRIPTION

Scheduled Action Name of action to be executed. Action name must be a registered TCL command name.

Next run (Display only) Date and time the next change occurs (mm/dd/yyyy hh:mm). Time is expressed in military format (24-hour clock). If a record is disabled, this field displays the word NEVER.

Timetable Section

Effective from Day of week and calendar date (mm/dd/yy) when the action is scheduled to start.

At Time in hh:mm:ss format. Designates whether action is to be Repeat or a One Time Only action.

Every Number of times per minute, hour, day, week, month or year.

Active Days Days of the week to which the change is restricted.

Drop-down calendar

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Add Scheduled Action

2. Click Add. A blank line appears below the already scheduled actions.

3. Double-click on the blank line and type a name of the action to be executed.

Note The action name must be a registered TCL command name.

4. In the Timetable section, click drop-down arrow in the Effective from field. A drop-down calendar displays.

5. Highlight a date on the calendar. Calendar closes and the date is listed in the Effective from field.

6. Double-click on the time notation in the At field. A spin button appears.

7. Using the arrow keys on the keyboard, place the indicator under the digit you want to change.

8. Using the spin button select the new time.

9. Repeat Steps 7 and 8 until the time is set.

10. Double-click the second section of the At field and use the drop-down menu to select either Repeat or One Time Only. If you select Repeat, another field (On The) appears on the screen.

11. Double-click on the first section (numeric) of the Every field. A spin button appears.

12. Using the spin button, select the number of times you want the action to happen.

13. Click on the second section of the field and use the drop-down menu to select the frequency of the action. Possible values are: Minute, Hour, Day, Week, Month and Year.

14. (Optional) If you selected Repeat in the At field, you must now select a day of the month from the drop-down menu in the On The field. Possible values are: 1st, 2nd, 3rd ... 31st.

15. Click on second portion of the On The field and use the drop-down menu to select the frequency. Possible values are: Day of Month, Active Day in Month.

16. Highlight the days of the week in the Active Days field.

17. Click OK



19. Click the Scheduled Action number (e.g., “1” next to OSShutdown 600). The Next Run field refreshes.

1. From the toolbar, click the Scheduler icon

...or from the Stratagy ES Administration menu, click Configuration > Scheduler. The Configuration Properties screen with the Scheduler Tab displays (see Figure 4-8).



4-24

Remove Scheduled Action

2. Highlight the action.

3. Click Remove. You are asked to confirm the deletion.

4. Click Yes.

5. Click OK



Note In order to maintain the validity of both Windows 2000 and Stratagy ES data, a periodic soft boot of the system is required. For that reason the OSShutdown routine cannot be deleted from the Scheduler’s list of Scheduled Actions. If desired, the timetable for this action can be extended to a date and time in the future.

1. From the toolbar, click the Scheduler icon

...or from the Stratagy ES Administration menu, click Configuration > Scheduler. The Configuration Properties screen with the Scheduler Tab displays (see Figure 4-8).


Stratagy ES Configuration MenuLanguage

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LanguageStratagy can be configured to communicate in different languages (default is American English).The Language Tab screen (see Figure 4-9, Table 4-8) enables you to configure the new languages for the Stratagy ES. This includes:

• System prompts that give callers and users instructions for message recording and mailbox management.

• Each mailbox can be assigned to one or more of the configured languages, so greetings and instructions for message recording are spoken in the predefined language.

At present the two available languages are American English (system default) and Spanish.

Important! American English is the standard language of Stratagy. Spanish prompts are also available. Other languages for system prompts in the Stratagy IVP8 and Stratagy SES/iES16/iES32 systems, as well as the Voice Mail Soft Keys in the Stratagy ES/iES16/iES32 is a custom option that is available from Toshiba TSD’s Integrated Software Solutions Group. Please contact a TSD Regional Sales Manager for more details.

Figure 4-9 Language Tab Screen with Sample Data

Table 4-8 Language Tab Screen Fields

FIELD DESCRIPTION

Language The name of the available languages.

Language Prompt Files Available prompt files already installed in the system.

Language Configuration Displays the active language for the Stratagy ES.

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Stratagy ES Configuration MenuLanguage

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Change System Language Setting� Prior to performing this procedure, you must:

• Have a language prompt file saved in the c:\stratagyes\prompts directory with a filename that defines the language. The file must be saved with the .VOX extension

• Set the sys_language_table parameter to the correct language file.

2. Click Configure. A dialog box displays.

3. Click Add. The Add List Element screen displays.

4. Type the identity of the new language and click OK. The dialog box reappears.

5. Click Move Down > OK. The Language Tab screen displays.

6. Click Apply to save your changes.

7. Stop and Start Stratagy ES to activate the new language setting.

Change Mailbox Language SettingSee “Chains/Groups/Fax” on page 5-22 for information on the required settings.

1. From the toolbar, click the Language icon

...or from the Stratagy ES Administration menu, click Configuration > Language. The Configuration Properties screen with the Language Tab displays (see Figure 4-9).


Stratagy ES Configuration MenuSystem Parameters

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System ParametersThe System Parameters screen enables you to change Stratagy ES’s system options and parameters, define timeout values, and set AMIS, VPIM and fax configurations.

Most Stratagy ES system parameters do not require modification. Default values can be modified as required and system parameters can be added or deleted.

Important!

• You must contact Toshiba Technical Support if you need to add or delete a parameter to/from the System Parameters List.

A parameter added to the system must be an already recognized system parameter and cannot be created by the individual installer/technician. Deleting a parameter could cause the system to fail if the parameter is tied into more than one operation.

• We recommend that you use the Windows 2000 Backup Utility (see “Backup” on page 14-2) to periodically preserve system data. Before making changes to this selection, ensure you have a current backup.

Figure 4-10 System Parameters Tab Screen with Sample Data

Table 4-9 System Parameters Tab Screen Fields

FIELD DESCRIPTION

Parameter Names The name of the system parameter.

Values Current value. When the system is first started, the value is the system default.

Parameter Descriptions Gives a brief description of the highlighted parameter (left column), the possible values, and the system default value for the parameter.

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Drop-down list



4-28

Methods for Modifying the ParametersTo modify a parameter, you must double-click the parameter’s corresponding Values field. Depending upon the parameter, Stratagy ES places a cursor at the end of the line, or displays a drop-down list or a dialog box.

Cursor in Field

When double-clicking a parameter value that requires a keyed entry, Stratagy ES places a cursor at the end of the line. You must then type the information into the field. Be sure to check Table 4-9 for the parameter’s valid entries.

Drop-down List

Double-clicking a parameter value that has set values (e.g., true, false), produces a drop-down list for the field. You must then select one of the values in the list by clicking on the value.

Dialog Box

Double-clicking on a parameter field with element values (e.g., prompt file, etc.), produces a dialog box for editing as well as selection of the value.

Using the Dialog box, you can select, add, delete or reposition the value in the list (move up/down).

Important! If you are deleting an element value from the box, make sure the correct value is highlighted before clicking Delete. You are not asked to confirm the deletion.

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Modify System Parameters

2. Locate the parameter in the list using the arrow (↑↓) keys, Page Up and Page Down keys. or the scroll bar.

3. Double-click in the corresponding Values field for the parameter. Depending upon the value, a cursor is placed at the end of the current value, or a drop-down list or a dialog box displays.

4. Modify the parameter (see “Methods for Modifying the Parameters” on page 4-28).

5. Click OK

...or Apply. Clicking OK saves the changes and closes the screen, whereas clicking Apply saves the changes but does not close the screen.

Add System Parameters

2. Click Add. The Add a System Parameter screen displays.

3. Type the new parameter’s name and its appropriate value.

Note The required prefix “sys” is automatically added by the system.

4. Click OK. The parameter is saved and displays alphabetically in the parameter list on the screen.

...or Cancel. The parameter is not saved and the dialog box closes.

Delete System Parameters

2. Click Remove. The Delete the System Parameter screen displays.

3. Click OK. The parameter is deleted and is removed from the list on the screen.

...or Cancel. The parameter is not deleted and the dialog box closes.

1. From the toolbar, click the System Parameters icon

...or from the Stratagy Administration Main menu, click Configuration > System Parameters. The Configuration Properties screen with the System Parameters Tab displays (see Figure 4-10).

1. From the System Parameters screen (see Figure 4-10), right click anywhere in the Parameter Names or Values fields. A pop-up box displays with the words “Add” and “Remove.”

1. From the System Parameters screen (see Figure 4-10), right click anywhere in the Parameter Names or Values fields. A pop-up box displays with the words “Add” and “Remove.”



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Table 4-10 System Parameter Definitions

Parameter Description

sys_accept_0_calling_id

Accept or reject 0 as calling ID in integration packet.

Possible values:

True: Accept 0.False: (default) Reject 0.

sys_active_hold

Controls how a caller must select to hold for a busy extension.

Possible values:

True: (default) Caller must continue pressing� �to hold for a busy extension, enter another extension, or leave a message at the tone.

False: Caller selects �once to hold for a busy extension and the system allows the caller to hold until the is either transferred, selects another extension, or presses again to leave a message.

AMIS Configuration Audio Messaging Interchange Specification (AMIS) is the analog networking protocol that enables Stratagy ES to pass voice messages to any remote voice mail system that supports the AMIS protocol.

See Table 11-1 on page 11-10 of Chapter 11 – Advanced Integrations and Applications for complete descriptions of all AMIS parameters.

sys_asr_login_aliases See Table 7-1 on page 7-6 of Chapter 7 – Automatic Speech Recognition (ASR) for complete descriptions of these fax parameters.sys_asr_sendmsg_aliases

sys_begin_rec_prompt

Whether the system says “Begin recording at the tone, ... or hang up” before taking a message. This also affects the “to re-record press 2” and “to append press 3” menu selections during the record menu that is given after a recording.

Possible values:

True: (default) The system plays the above prompt.False: The system does not play the above prompt. The caller only

hears a tone.

sys_box_idx

Specifies the digits that a caller must dial to launch the directory application. The auto attendant compares dialed digits with this pattern before attempting to select a user agent for transfer.

Note Stratagy ES builds an index file based on information given in the Directory Name fields. It enables you to use one or more letters to perform the search, matching all entries possible. For every mailbox number that matches, Stratagy ES plays the name recording—which really may play any recording you want, if available.

Possible values: any valid digits

Default: 411



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sys_cancel_busy_hold

Whether the system allows callers to hold for busy extensions.

Possible values:

True: Callers cannot hold for busy extensions.Calls proceed as if a Ring No Answer.

False: (default) Callers can hold for busy extensions.

sys_clock_sync_interval

Defines the frequency in minutes the iES16 and iES32 synchronizes its system clock with the system clock of the supporting Strata CTX telephone system.

0: Clock synchronization is Off.

60 iES16 and iES32 synchronizes every 60 minutes.

Important! The Strata CTX uses a 24-hour system clock, but does not notate a.m./p.m. Because of this, during the initial installation or when the system has been shut down for any extended time, it is necessary to program the correct date and time in the embedded NT Date/Time function.

sys_cng_tone

See Table 6-1 on page 6-5 of Chapter 6 – Fax for complete descriptions of these fax parameters.

sys_company_fax_number

sys_company_name

sys_connect_tone

Determines whether Stratagy ES plays a beep when completing a transfer.

Possible values:

True: Stratagy ES plays a beep when completing a transfer.False: (default) Stratagy ES does not play a beep when completing a

transfer.

sys_default_user_agentUser Agent used by the main application at startup.

Default: 990

sys_directory_min_digits

Specifies the number of digits the caller has to enter before the directory lookup application starts searching the directory.

Default: 3

sys_discard_SMDI_source

Discards SMDI information for calling party ID when a message is sent from 998 or a Direct Send User Agent.

Possible values: True, False (default)

Table 4-10 System Parameter Definitions (continued)




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sys_dtmf_gate

Before dialing any User ID extension, Stratagy ES verifies that DTMF was entered since the call last accessed the User ID (default is 991) specified in the DONE chain of the initial User ID (default is 990).

This “gate” prevents the transfer of a dead/phantom call to the Operator on those switches that do not have disconnect supervision. Stratagy ES does not perform the “gate” action when the Extension field begins with the “@” character.

Possible values:

True: (default) When prompted, the Caller must say “yes” to complete the chain and transfer.

False: Caller does not have to say “yes” to complete the chain and transfer.

sys_dtmf_interdigit_delayTime between digits in DTMF dialing in ms. units.

Default: 50

sys_fax_dl_init

See Table 6-1 on page 6-5 of Chapter 6 – Fax for complete descriptions of these fax parameters.

sys_fax-fail_retry

sys_fax-max_retries

sys_fax_num_rings

sys_fax_requeue_interval

sys_fixed_len0

Maximum number of digits Stratagy ES expects when a caller dials a mailbox number beginning with 0.

There is only one mailbox that can have zero as its first digit, and that is Mailbox Number 0. If the value of this parameter is changed to 1, and a caller dials 0 in a place where a mailbox number is expected, then Stratagy ES immediately accepts the 0 as the mailbox number and goes to the next processing step. If the parameter’s value is left at 8, then a timeout or pound sign (#) is required to terminate the mailbox number. This latter procedure is compatible with earlier versions of Stratagy ES.

Possible values: 1~8

Default: 8

sys_fixed_len1


When changing this value, make certain that it is still possible to log in and send messages to all existing mailboxes that begin with this digit. For example, if there are five-digit mailboxes that begin with this digit, then you should not set the value of this parameter less than five. Check all mailboxes, including users, guests, and reserved (411, 990, etc.)


Default: 8





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sys_fixed_len2


When changing this value, make certain that it is still possible to log in and send messages to all existing mailboxes that begin with this digit. For example, if there are five digit mailboxes that begin with this digit, then you should not set the value of this parameter less than five. Check all mailboxes, including users, guests, and reserved (411, 990, etc.)


Default: 8

sys_fixed_len3




Default: 8

sys_fixed_len4




Default: 8

sys_fixed_len5




Default: 8





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sys_fixed_len6




Default: 8

sys_fixed_len7




Default: 8

sys_fixed_len8




Default: 8

sys_fixed_len9




Default: 8





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sys_hub_count

Number of times that a message can be forwarded automatically by distribution lists and auto copy mailboxes. After this count is exceeded for a message, it can not be distributed or copied. The purpose of this setting is to limit the number of copies that can be created if there is a loop in the distribution list or copy box structure. A loop can occur, for example, when two distribution lists include each other as members.

Default: 2

sys_language_tableSets language name and language ID in system.

Possible values: American English (default), Spanish

sys_line_begin

The number of the first line that Stratagy should use for processing its calls. Lines with numbers greater than this value will not be used by Stratagy, and will be available for use by other telephony programs. It must be less than or equal to sys_line_end. If not specified, this field defaults to 1.

sys_line_end

The number of the last line that Stratagy should use for processing its calls. Lines with numbers greater than this value will not be used by Stratagy, and will be available for use by other telephony programs. It must be less than or equal to sys_line_end. If not specified, this field defaults to the largest installed line number in the system.





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sys_local_trace

Generates trace information in file form and if desired, displays the data on the screen.

Syntax: {name filter {list} flags cycle}

where:

name Subdirectory where trace files are stored.filter Type of trace information to be generated and specifies the

components for which the trace information will be generated. Possible values are:

1 normal (general nature)2 support (determines correct installation and

configuration of the Stratagy ES)4 debug (intended for debugging–useful for software

developers)-1 All data

list Specifies the list of trace producers. The trace producer is defined in the format of “session/application/userID.” The “*” is the wild character. For example, */*/* specifies all producers.

Note {} also specifies all producers.

flags Defines the action to be taken on the trace information generated. Possible values are:

0 store only1 store and display2 neither store nor display3 display only

cycle The number of days of history to keep for this trace.

Default: {C:/StratagyES/Message_Log -1 {} 0 5} {Displ -1 {} 3 5}

where:

C:/StratagyES/Message_Log = file name-1 = all data{} = all producers0 = store only5 = store for 5 days

Displ = display-1 = all data{} = all producers3 = display only5 = store for 5 days

sys_login_pound

Determines whether prompt will say “finish by pressing the pound key” in login process.

Possible values:

True: (default) Plays prompt, “finish by...”False: Does not play prompt.

sys_max_call_scr_name_dur

Defines the maximum duration for a recording caller’s name when call screening is enabled on a mailbox.

Default: 5000 ms





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sys_max_guest_box

Last mailbox number that can be used when creating a Guest Mailbox. When used with the sys_min_guest_box parameter, they limit the number of Guest Mailboxes that can be created.

Example: If this value is 90200, then the last Guest Mailbox that can be created is Mailbox 90200.

Possible values: valid mailbox number larger than the sys_min_guest_box parameter setting

Default: 90200

sys_max_prompt

Number of times a prompt should repeat until deciding to hang up.


Default: 3

sys_max_sec_code_len

Controls the maximum length security code that Stratagy ES accepts as a new security code when a user attempts to change it from a telephone.

Note Value must be greater than or equal to the minimum length security code (i.e., sys_min_sec_code_len).


Default: 16

sys_max_silence

Specifies maximum number of milliseconds in silence before recording is terminated.

Default: 5000 ms

sys_maximum_box_length

Maximum number of digits Stratagy ES expects in the case that the maximum number of digits Stratagy ES expects for the beginning digit of that mailbox number is not defined.

Default: 5

sys_min_guest_box

Starting mailbox number that may be used when creating a Guest Mailbox. When used with the sys_max_guest_box parameter, they limit the number of Guest Mailboxes that can be created.

Examples: If this value is 90000, then the first Guest Mailbox that is created is Mailbox 90000. The second guest has Mailbox 90001, etc.

Possible values: valid mailbox number smaller than sys_max_guest_box parameter setting

Default: 90000

sys_min_sec_code_len

Controls the minimum length security code that Stratagy ES accepts as a new security code when a suer attempts to change it from a telephone.

Note Value must be less than or equal to the maximum length security code (i.e., sys_max_sec_code_len).


Default: 3





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sys_minimum_message_length

Minimum message length in milliseconds for the system to be able to recognize the message.

Default: 1000 ms

sys_minimum_record_lengthMinimum record length in milliseconds.

Default: 100 ms

sys_msg_recording_audio_type

Sets the audio type for incoming messages. There are four different audio types from which you can select.

• The better the quality, the more disk space is taken by the recordings.

• For Unified Messaging to operate properly, this parameter must be set to 3.

Possible values:3: Dialogic ADPCM at 8KHz sampling (4000 bps)5: PCM at 8KHz sampling (8000 bps)

Default: 3

sys_multiple_destination

Sets control for destination entry while addressing a message.

Possible values:0 - Users must press 04 to add multiple destinations for a

message prior to recording. (default)1: Users can enter multiple destinations before recording a

message. Requires users press � at end of entries.

sys_nam_maxlen

Maximum number of milliseconds for recording a user’s name. The name recording is used for directory access and whenever Stratagy ES tries to identify the mailbox number.

Possible values: number of milliseconds

Default: 10000 (ms)

sys_name_announce

Sets the name announcement at user log on.

Possible values:

True: System announces the user’s name at log-on time.False: (default) System skips the name announcement at log-on

time.

sys_name_recording_audio_type

Sets the audio type for name recordings, list comments, and greetings. There are four different audio types from which you can select.

Notes

• If you change this option on an active system, all previously recorded messages are lost.

• The better the quality, the more disk space is taken by the recordings.

Possible values:2: Dialogic ADPCM at 6KHz sampling (3000 bps)3: Dialogic ADPCM at 8KHz sampling (4000 bps)4: PCM at 6KHz sampling (6000 bps)5: (default) PCM at 8KHz sampling (8000 bps)





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sys_og_status_check_interval

For iES16 and iES32: this defines OG status check interval time in seconds. If this is set to 0, OG status check is disabled.

Default: 60

sys_og_timeslot

Defines the number of voice ports in the iES16 and iES32 when installed in the Strata CTX670.

Expansion Cabinet Slot S_07 1Expansion Cabinet Slot S_08 4

All other slots:16 ports or less -1 (default)20~32 ports 15

sys_operator_uaOperators User Agent used by Auto Attendant.

Default: 0

sys_page_ready_tone

Tone from Page Terminal indicates ready to page.

Possible values:Single Frequency: ID, F1, F1Dev, Leading_EdgeDual Frequency: ID, F1, F2, F1Dev, F2Dev, Leading_EdgeSingle w/cadence: ID, F1, F1Dev, On, OnDev, Off, OffDev, RepeatDual w/cadence: ID, F1, F2, F1Dev, F2Dev, On, OnDev, Off, OffDev, Repeat

where: ID Fax Carrier Tone (this should be 103)F1, F2 Frequencies in HzF1Dev, F2Dev Frequency deviations in HzOn Time the tone must be present (ms)Off Time the tone must be absent (ms)OnDev Allowable deviation in the on time (ms)OffDev Allowable deviation in the off time (ms)Leading_Edge If 1, signals the presence of the tone at its

leading edge. If 0, at its trailing edge.Repeat The number of on-off cycles that must

occurbefore signalling the presence of the

tone.

Default: 114, 1850, 1000, 75, 50, 75, 50, 2

sys_partial_q_ok

This option set to true enables the Q() token to save the message even though not all prompts are completed.

Possible values: true, false

Default: false

sys_pending_thresholdThreshold value determining message pending in seconds.

Default: 2 (secs.)

sys_play_skip

Number of seconds message rewinds or skips forward during message playback when a user presses or��.

Possible values: number of seconds

Default: 5 (secs.)





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sys_play_user_id

Determines whether directory search feature plays mailbox number that it finds.

Possible values:

True: (default) If name recording available, the caller hears mailbox number and name recording. If name recording unavailable, the caller hears only the mailbox number.

False: Mailbox number never plays. If name recording available, name recording plays.

sys_prompt_files

Default prompt file that Stratagy ES should use on an incoming call. This enables you to redefine the default language prompt file from English. It does not preclude you from changing the prompt file during the call.

Possible values: valid prompt file. The brackets are required.

Default: {C:/StratagyES/prompts/english2 0}

sys_rings_no_answer

When a mailbox is transferring a call to an extension, it needs to know how many ringback cycles to wait before signalling a no-answer. This value is used if the mailbox doesn’t provide its own setting.

Default: 3

sys_security_code_suffix

Defines the suffix used in constructing the default security code. The default security code for a mailbox number is the mailbox number suffixed with the value specified in this option.

For example: Assume that you specify the suffix value as 335, the default security code for Mailbox 200 generated by the system would be 200335.

Default: 997

sys_sendfax_line_groupSee Table 6-1 on page 6-5 of Chapter 6 – Fax for complete descriptions of these fax parameters.

sys_short_direct_send

What Stratagy ES plays when the Direct Message Mailbox Number (usually 998) is entered followed by the mailbox number.

Possible values:

True: “You entered” and the user’s name recording plays.False: (default) Mailbox’s current greeting plays (as if received a Ring

No Answer).

sys_short_pauseDuration of the short pause in ms.

Default: 500 (.5 secs.)

sys_skip_to_record

Enables a caller to press � and skip over a user’s personal greeting and go directly to recording a message.

Possible values:

True: A caller can press � during the user’s mailbox greeting to skip past the greeting and the prompt to begin recording immediately.

False: Only the greeting is skipped and the prompt plays before recording begins.





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sys_smtp_retry_count

See Table 8-1 on page 8-7 of Chapter 8 – Unified Messaging (UM) for complete descriptions of these Unified Messaging (UM) parameters.

sys_smtp_retry_delay

sys_smtpserver_gateway

sys_smtpserver_host

sys_smtpserver_maxconn

sys_smtpserver_types2accept

sys_sofkey_length

Sets softkey template ID length. Set this value to 3 if sofkeys are multilingual.

Possible values:2 (set for Strata CTX Release 1.02 and earlier) (default)3 (set for Strata CTX Release 1.03 and later)

sys_speakname_dir

Defines the directory where the prompts are located for the Notification Applications (e.g., MsgLampOn, MsgLampOff). Prompts play when the user changes his/her message notification in the Change User Options menu.

Possible values: Any valid path/filename.

Default: C:/StratagyES/Prompts

sys_startup_apps Default: Snmp SOFTKEYNOTIFY

sys_statistics_interval

Defines the time interval in milliseconds that the information page gets updated.


Default: 30000 (ms)

sys_tape_length

When a User selects option 1 (Play Messages) and then 78 (continuous play) or 76 (continuous delete), this parameter defines the total number of minutes to play or delete. Usually defines the length of one side of a tape that might be used for recording a set of messages in a User ID.

Possible values: 00, 10 ..99 (minutes) Setting the value to 00 disables the playback and delete continuous features.

Default: 30

sys_temp_amb_shutdown_thresholdSets ambient temperature shutdown threshold.

Default: 75

sys_temp_amb_warning_thresholdSets ambient temperature warning threshold.

Default: 65

sys_temp_check_intervalSets temperature checking time interval in seconds.

Default: 300

sys_temp_cpu_shutdown_thresholdSets CPU temperature shutdown threshold.

Default: 90





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sys_temp_cpu_warning_thresholdSets CPU temperature warning threshold.

Default: 80

sys_timestamp_forward

Controls the date/time stamp the system uses on a forwarded message.

Possible values:

True: (default) Use the date/time that the message was forwarded.False: Use the original date and time the message was first

recorded.

sys_tmo_answer_prompt

Delay in milliseconds to answer a call after line goes off-hook for SMDI.

Possible values: number in milliseconds

Default: 500 (ms)

sys_tmo_auto_record

Specifies the length of pause time (in ms) during Auto Recording. If the Auto Recording is paused longer than this, the recording is terminated.

Default: 60000 (ms)

sys_tmo_dir_interdigit

Specifies the timeout in milliseconds that Stratagy waits between two consecutive digits during Directory lookups.


Default: 5000ms

sys_tmo_dtmf

Amount of time in milliseconds Stratagy ES waits to determine that the caller has finished entering DTMF digits (provided the caller does not press #).


Default: 1200 (ms)

sys_tmo_dtmf_login

Amount of time in milliseconds Stratagy ES waits to determine that the caller has finished entering DTMF digits (provided that the caller does not press #) when entering the mailbox number and security code during the log in process.


Default: 2000 (ms)

sys_tmo_dtmf_start_timeout

Specifies the timeout in milliseconds that Stratagy ES waits before receiving the first digit.


Default: 4000 (ms)





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sys_tmo_hold

Number of milliseconds before Stratagy ES attempts to transfer a caller after the caller has pressed to hold for a busy extension.

When a caller presses to hold for a busy extension, Stratagy ES plays a file called C:\Stratagy ES\HOLD.VOX after which Stratagy ES attempts to transfer the caller again. If that file is missing, Stratagy ES is silent for the number of seconds specified by this parameter.

Note To have callers hear a specialty recording while on hold, record over HOLD.VOX by accessing the System Administration Menu. See System Administrator Guide for details.


Default: 20000 (ms)

sys_tmo_interdigit_timeout

Specifies the timeout (in units of 100 ms) that Stratagy ES waits between two consecutive digits.


Default: 1200 (ms)

sys_tmo_menu

Amount of time in milliseconds Stratagy ES waits before repeating a choice menu.


Default: 2000 (ms)

sys_tmo_serial

Maximum number of milliseconds Stratagy ES waits for a response when communicating with peripheral devices through a serial port. Otherwise, Stratagy ES could potentially wait forever.

Possible values: 2000~9000 (ms)

Default: 2000 (ms)

sys_tmo_sound

Maximum amount of sound/dial tone time in milliseconds the system waits before deciding to finish a recording and hang up.


Default: 5000 (ms)

sys_tmo_voicehome_login

Specifies the timeout in milliseconds for login to VoiceHome.


Default: 10000 (ms)

sys_tts_playback_orderSee Table 9-1 on page 9-3 of Chapter 9 – Text-to-Speech (TTS) for complete description of this Text-to-Speech (TTS) parameter.

sys_um_directory_suffix

See Table 8-1 on page 8-7 of Chapter 8 – Unified Messaging (UM) for complete descriptions of these Unified Messaging (UM) parameters.

sys_um_subject_voicefax

sys_um_subject_fax_only

sys_um_subject_voice_only

sys_um_unknown_name





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sys_voicehome_num_ringsSet number of rings before Voice Home application hangs up the call.

Default: 4

sys_vpim_enabled

Voice Profile for Internet Mail (VPIM) is an industry standard protocol that facilitates server-to-server message exchange between voice processing systems from different manufacturers. VPIM can exchange both voice and fax messages as long as they are of the format dictated by the VPIM standard.

Possible values: 0 disabled (default), 1 enabled




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Voice Processing 5

This chapter gives instructions on using the Stratagy Enterprise Server Administration User Agent function for voice processing. It covers in detail the Mailbox Editor Menu and how to create, modify and delete mailboxes (e.g., COS, user, Distribution List, Direct Send Voice).

User Agent(s)The Stratagy ES is a system capable of numerous applications. Most applications are performed by software objects that hold properties and privileges for various functions. These objects are called User Agents. Similar to the User ID concept in the DOS-based Stratagy systems, a User Agent can be used to define a COS, a system distribution list, or a user mailbox. It is the properties of the User Agent that determines it’s identity.

Within the MVP Application Suite, once a User Agent is created and defined as a mailbox, the system software, voice prompts, and Stratagy Enterprise Server Administration screens refer to it as a mailbox and not a User Agent. To better understand this concept, consider a User Agent to be a template that can be used to form numerous applications.

The following User Agents are available:

• COS (see “Class of Service (COS)” on page 5-3).

• Mailbox (see “User Mailbox” on page 5-6).

• Distribution List (see “Distribution List (System)” on page 5-47).

• AMIS Gateway and AMIS Proxy (see “AMIS Networking” on page 11-9).

• VPIM Gateway and VPIM Proxy (see “VPIM Networking” on page 11-17).

• Direct Send Voice (see “Direct Send Voice User Agent” on page 5-49).


Voice ProcessingUser Agent(s)

5-2

User Agents MenuThe User Agent Menu is available from the Administration Menu and offers the following options:

Figure 5-1 Stratagy ES Administration Menu – User Agent Submenu

Stratagy ES’s design revolves around user mailboxes. How a user mailbox has been customized determines what a caller hears and is able to do. For example, if Mailbox 990 contains the initial company greeting, a caller accessing Mailbox 990 hears the greeting recorded as the greeting for Mailbox 990.

Defined User AgentsStratagy ES comes with several defined User Agents. Each of the following User Agents have been defined by Toshiba to perform a specific function.

User Agent 988: Direct Send Fax –User Agent used to send fax messages to other voice mail users. See the Stratagy ES User Guide for details on using this User Agent.

User Agent 989: AMIS Loopback – User Agent used by other AMIS nodes for testing the network. Any AMIS message directed to this User Agent is sent back to the sender, if accessible to Stratagy ES. By default, the User Agent is disabled. See the Stratagy ES system configuration parameter sys_amis_ltm under “AMIS User Agents” on page 11-9.

User Agent 998: Direct Send Voice – Direct Send Voice User Agent for all ports. Stratagy ES records a message for a mailbox number without having to execute the Extension field and/or hear the mailbox’s greeting. This is particularly useful for an Operator transferring directly to voice mail.

User Agents MailboxesDistribution ListIVR1

AMIS Gateway2

AMIS Proxy2

Direct Send Fax3

Direct Send VoiceVPIM Gateway4

VPIM Proxy4

Mailbox Editor Menu:User Mode OptionsAuto Attendant OptionsChains/Groups/FaxMenusInfoAutoNotifyUnified MessagingASR Auto Attendant

COS Mailbox Editor Menu:User Mode OptionsAuto Attendant OptionsChains/Groups/FaxMenusAutoNotifyUnified MessagingASR Auto Attendant

Create User Agents

Create COS

Edit User Agents

Edit COS

Copy User Agent

Delete User Agents

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1. See Chapter 10 – Interactive Voice Response (IVR) for information on IVR User Agents.2. See Chapter 11 – Advanced Integrations and Applications for information on AMIS User Agents.3. See Chapter 6 – Fax for information on Direct Send Fax User Agents.4. See Chapter 11 – Advanced Integrations and Applications for information on VPIM User Agents.


Voice ProcessingClass of Service (COS)

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Copy User AgentYou can copy any type of User Agent—Mailbox, Distribution List, AMIS Gateway, AMIS Proxy, VPIM Gateway, VPIM Proxy, Direct Send Fax, Direct Send Voice.

1. From the Stratagy Administration Main menu, click User Agents > Copy User Agent. The Copy User Agent screen displays.

2. Type the existing User Agent number you want to copy in the Copy User Agent...From: field.

3. Type the new User Agent numbers you want to create in the Copy User Agent...To field. Click OK. The new User Agents are created. Based on the type of User Agent number (e.g., distribution list, mailbox, direct send fax, etc.) entered in the Copy from field, Stratagy ES displays the appropriate screen.

Delete User AgentsYou can delete any type of User Agent—Mailbox, Distribution List, AMIS Gateway, AMIS Proxy, VPIM Gateway, VPIM Proxy, Direct Send Fax, Direct Send Voice.

1. From the Stratagy Administration Main menu, click User Agents > Delete User Agents. The Delete User Agent screen displays.

2. Type the User Agent number in the Range field. Click OK. The screen verifies the User Agent has been deleted.

3. Click OK. The User Agent deletion screen closes.

Class of Service (COS)Stratagy ES has the ability to centrally manage the attributes of mailboxes with User Agents called Class of Service (COS).

The COS design is based on a parent/dependent concept. The COS assignment within a mailbox User Agent and any mailbox that references that number in the Class of Service field inherits the feature set or properties of the parent COS and is considered a dependent.

Any changes to the parent COS affect the corresponding dependent mailboxes. However, any change made to an individual dependent mailbox does not change other mailboxes belonging to the COS. (See “Revert Function” on page 5-4 for instructions on making changes to dependent mailboxes.)

With a COS design, a feature belonging to a group of mailboxes can be modified by simply making the change in the COS User Agent that is the master or parent of the group. If a mailbox has no COS number, it is considered independent and is not affected by a COS.

The following rules apply to Classes of Service:

• Mailboxes can be taken out of COS by selecting the No COS selection in the Class of Service field.

• Established mailboxes given a COS number after their creation only inherit changes that are made after they have been included in the group.

• A COS User Agent cannot be deleted until its COS number has been removed from all dependent mailboxes.

• If a COS is copied, the new (copied) COS inherits all attributes of the original COS but remains independent from the original COS.

• If a dependent mailbox is copied, the new mailbox becomes a dependent mailbox and a part of the COS group.



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Revert FunctionFields on the Mailbox Editor tab screens can be blocked from inheriting the COS parent’s field setting (e.g., selected, not selected). When a field is blocked, a blue exclamation mark appears next to it and the COS parent’s attribute is not inherited.

The Revert function enables you to unblock a field. When a field is unblocked, the field reflects the COS parent’s setting.

1. From the Mailbox Editor screen, right click a field. A pop-up box reading “Lock” and “Revert” displays (shown at right).

2. Click Revert. The field reverts back to its previous setting.

Note See “Reset Function” on page 5-9 for instructions on resetting a group of blocked features for the mailbox.

Explore FunctionThe Explore function assists you in selecting a COS parent by displaying the existing Class of Services and the lineage between them. The function is accessed using the Explore button that appears on two screens:

• At the bottom of the Create screen when using the menu options Create User Agent Mailbox or Create COS Mailbox.

• At the top right corner of the User Mode Options Tab screen.

Select COS Using Explore Button

1. From one of the aforementioned screens, click Explore. The Select COS screen displays (shown at right).

2. Highlight the COS and click OK. The COS parent displays in the Class of Service field and the mailbox inherits the COS settings.

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Create COS for Mailboxes1. From the Stratagy ES Administration window, click User Agents > Create COS > Mailbox.

The Create screen displays.

Note Currently, only mailboxes can be assigned to COS. Future development may include other User Agents that can be governed by COS.

2. Type a single User Agent number (e.g., 881), a range of numbers (e.g., 800-804) or a combination of both separated by a comma or a space (e.g., 800-802,881 888).

Note The number you enter must be unique. If the number already exists, Stratagy ES Administration indicates that the COS could not be created.

3. (Optional) Type a COS number using either the drop-down menu or by clicking Explore.

Note Since COS relationships can have several layers, confusion may occur if layers are not properly planned out and maintained.

4. Click OK. The Creating dialog box displays while the program creates the User Agents. When the process is complete, the screen indicates whether the creation of the User Agent(s) was successful.

5. Click OK. The Mailbox Editor screen displays.

6. Modify the screen fields and click Apply (see Figure 5-3 on page 5-11 through Figure 5-10 on page 5-36). The changes are saved and the screen remains open.

Edit COS for Mailboxes1. From the Stratagy ES Administration

window, click User Agents > Edit COS > Mailbox. The COS Mailbox Editor screen displays (shown at right).

2. Modify the screen fields and click Apply (see Figure 5-3 on page 5-11 through Figure 5-10 on page 5-36). The changes are saved and the screen remains open.

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Voice ProcessingUser Mailbox

5-6

User MailboxStratagy ES’s design revolves around user mailboxes. How a user mailbox has been customized determines what a caller hears and is able to do. For example, if Mailbox 990 contains the initial company greeting, a caller accessing Mailbox 990 hears the greeting recorded as the greeting for Mailbox 990.

Reserved MailboxesStratagy ES comes with several reserved mailboxes. Only Mailbox 999 cannot be assigned to another mailbox number. Each of the following mailboxes performs a specific function.

Mailbox 0: Operator – For an after hours caller who is unable to direct his own call or does not know the extension of the person he wants to reach.

Mailbox 987: Stratagy ES IP address – Plays the Stratagy ES IP address to the administrator.

Mailbox 990: Company Greeting – The salutation that lets the caller know which company he called.

Mailbox 993: Soft Modem – Used only for the iES16 and iES32.

Mailbox 994: Fax Tone Detect – Mailbox Stratagy ES “jumps” to when Stratagy ES detects a carrier tone originating from a remote fax machine.

Mailbox 996: Guest Defaults – Mailbox Stratagy ES uses for the default values when creating a new Guest User ID. The field values are copied into a new Guest User ID upon initialization.

Mailbox 997: Defaults Box – Mailbox Stratagy ES uses for the default values when creating a new mailbox. The field values are copied into a new mailbox upon initialization. See the Stratagy ES System Configuration parameter sys_default_user_agent on page 4-31.

Mailbox 999: System Administrator Mailbox – Enables the System Administrator to create system lists, record and delete system announcements, record the busy-hold music or message, manage User IDs, and review system status. See System Administrator Guide for details. This mailbox has a pre-programmed extension of H for Hang-up. This enables (999) its use as a disconnect code for telephone systems that provide this feature.

Create User Mailbox

2. Type a single User Agent number (e.g., 881), a range of numbers (e.g., 800-804) or a combination of both separated by a comma or a space (e.g., 800-802, 881 888).

Note The number you enter must be unique. If the number already exists, Stratagy ES Administration indicates that the User Agent could not be created.

3. (Optional) Type a COS number using either the drop-down menu or by clicking Explore. Field defaults to No COS.


5. Click OK. The Mailbox Editor Tab screens display (see “Mailbox Editor Menu” on page 5-9).6. Modify the screen fields and click Apply (see Figure 5-3 on page 5-11 through Figure 5-10 on

page 5-36). The changes are saved and the screen remains open.

1. From the toolbar, click the Mailbox icon...or from the Stratagy Administration Main menu, click User Agents > Create User Agents > Mailbox. The Create screen displays.



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Modify User Mailbox

2. At the bottom of the Mailbox Editor screen, double-click the Mailbox listing for the mailbox

...or type the mailbox number and click Refresh. The Mailbox Editor screen displays the data for the mailbox number.

3. Modify the mailbox fields.4. Click Apply. The changes are saved.

Delete User MailboxImportant! Only available to Department level users or higher. Mailbox must be controlled by

user attempting to delete it.

2. At the bottom of the Mailbox Editor screen, double-click the Mailbox listing for the mailbox. The Mailbox Editor screen displays the data for the mailbox number.

3. Click Delete. Stratagy ES asks you to confirm the deletion.4. Click Yes. The change is saved and the next available Mailbox displays.

User Mailbox ReportsYou can run standard reports on all user mailboxes. The available reports are: Mailbox Call Statistics, Mailbox Usage Summary, Mailbox Info and Status, and Mailbox Message Statistics.

A customized report (Figure 5-2) can also be run using a template and include any or all user mailboxes (see “Report Option 2” on page 13-12 for instructions).

Figure 5-2 Customized Mailbox User Agent Report

Statistics on an individual mailbox can be viewed on the Mailbox Editor’s Info Tab screen (see “Info” on page 5-28).

1. From the toolbar, click the Mailbox icon

...or from the Stratagy Administration Main menu, click User Agents > Edit User Agents > Mailbox. The Mailbox Editor screen displays (see Figure 5-3 on page 5-11).





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Mailbox LoopsWe would like to also take this opportunity to alert Dealer technicians to a programming condition that is typically referred to as a mailbox or programming loop. Stratagy certified technicians have been trained how to avoid this situation, but it bares repetition for those technicians who may not be aware of it.

In Stratagy there is a group of programming options called “Chains” (i.e., Done, RNA, Busy, Fax, and Modem). The purpose of Chains is to provide flexibility in configuring how calls are routed when they reach the mailbox that has the Chain programming. Many Dealers have used Chains in concert with Token Programming to create custom applications to meet specific customer needs.

Here is an example of how the Done Chain works. A caller dials mailbox 3752. Mailbox 3752 has been programmed to immediately take a message. The caller leaves a voice message and presses pound to stop recording. Stratagy offers to send the message and gives the caller additional sending options; e.g., Urgent message delivery. When the caller presses pound again to send the message, it is at this time that the Stratagy software checks the Done Chain for further instructions.

How are loops created?

Mailbox loops are created when programmers inadvertently designate a mailbox to Chain to itself. For example, programming the operator mailbox “0” with a Done Chain of “0.” Mailbox loops can also contain multiple mailboxes in the cycle. For instance, programming mailbox “0” with a Done Chain of 990 creates a 990 to 0 to 990 loop.

When a loop is triggered, the system goes into a cycle of action that, if left without a way to disconnect, makes Stratagy eventually run out of resources and stop functioning.

How can we tell if a loop has been programmed?

A tell-tale sign that a loop is embedded in system programming, is that the Stratagy system simply stops taking calls. When Stratagy’s trace file is viewed, it is found to be several times larger than a typical trace file. This is because the loop has created many entries while it was active. An examination of a trace file shows an endless cycle of a call moving from one mailbox to another and then back again.

How can loop programming be averted?

The best way to avert programming a loop is by keeping it simple. Unless you have a special application, avoid modifying the default programming in the Groups/Chains screen. Default programming gives Stratagy a path to properly disconnect from a call, whether or not it has received disconnect supervision. If you have to create a special application, map out ahead of time how the calls will be routed with the Chains, and ALWAYS give Stratagy a way to disconnect on its own by adding Mailbox 999 (Hangup) into the Chain.


Voice ProcessingMailbox Editor Menu

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Mailbox Editor MenuThere are two identical versions of the this menu: the Mailbox Editor Menu that displays user mailboxes and the COS Mailbox Editor Menu that displays Classes of Service. Both versions have the same tab screens and fields – User Mode Options, Auto Attendant Options, Chains/Groups, Menus, Info, Auto, Notify and Unified Messaging. Together these screens provide the basis for programming all user, information, control and System Administrator mailboxes.

This section will refer to both screens as a Mailbox Editor Menu and only where differences exist will references be made to the COS Mailbox Editor Menu.

Refresh FunctionThis function enables you to manually refresh the screen with the most up-to-date database information.

� From the Mailbox Editor screen, click Refresh (bottom of screen). The screen displays the current data for the mailbox.

Lock FunctionFields on the Mailbox Editor tab screens can be locked so that users cannot enable/disable user option features (e.g., call screening, DND, etc.) from his/her touchtone telephone.

When a field is locked, a yellow key appears next to it.

1. From the Mailbox Editor screen, right click the field to toggle the field between locked, unlocked.The words “Lock” and “Revert” appear in a pop-up screen (shown at right).

2. Click Lock. The field toggles to the reverse setting.

Reset FunctionThe Reset button on the bottom of the Mailbox Editor tab screens clears all inheritance overrides (marked by a blue exclamation mark) and locks (marked by a yellow key) from the displayed mailbox. Overrides/locks are cleared from all tab screens within the mailbox.

Copy MailboxThis function copies a mailbox to one or more new mailboxes.



3. Click Copy. The Copy User Agent screen displays.

4. The Copy User Agent...From: field defaults to the mailbox displayed on the screen; however, you can change the mailbox number to any existing mailbox.

5. Type the new mailbox numbers you want to create. Click OK. The new mailboxes are created.



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BoxListThe BoxList display varies depending upon:

• Mailbox Editor – The COS Mailbox Editor only displays existing COS in the system while the Mailbox Editor displays user mailboxes.

• Access Level – If you are assigned a department access level, your screen displays only the mailboxes you have been assigned to administer.

View List of Existing Mailboxes

1. From the Mailbox Editor screen, click Detach List (bottom of screen). The Box List screen displays (shown at right).

The screen displays the following fields: Mailbox, COS, Comment, Extension (number), Name, Messages (number of messages), and Seconds (size of messages expressed in seconds).

2. Using the vertical and horizontal scroll bars, you can view the listing for any existing mailbox.

Access a Specific Mailbox from the BoxList Screen

� From the BoxList screen, double-click a mailbox listing. The desired mailbox displays on the Mailbox Editor tab screen.

Mailbox Editor ScreensThe Mailbox Editor consists of the following screens:

• User Mode Options (see Figure 5-4 and Table 5-2 on page 5-14)

• Auto Attendant Options (see Figure 5-5 and Table 5-3 on page 5-18)

• Chains/Groups/Fax (see Figure 5-6 and Table 5-4 on page 5-22)

• Menus (see Figure 5-7 and Table 5-5 on page 5-27)

• Info (see Figure 5-8 and Table 5-6 on page 5-28)

• Auto (see Figure 5-9 and Table 5-7 on page 5-31)

• Notify (see Figure 5-10 and Table 5-8 on page 5-36)

• Unified Messaging (see Figure 5-11 and Table 5-9 on page 5-42)

• ASR Auto Attendant (see Figure 5-12 and Table 5-10 on page 5-46)

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Mailbox HeaderThe first seven fields (i.e., Mailbox number, Security code, Class of Service (COS), Extension, Name 1 and 2, and Comment) shown on the User Mode Options tab screen (Figure 5-3) comprise the message header for the Mailbox Editor screens.

The information in these fields (see Table 5-1 on page 5-12) are shared among all the Mailbox Editor tab screens, even though only four of them appear on subsequent screens (i.e., Mailbox number, Name 1 and 2 and Comment).

Figure 5-3 Mailbox Editor Menu – Mailbox Header

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Explore COS Button

Function Buttons

Screen Tabs

Mailbox Header

List

Explore COS Button



5-12

Table 5-1 Mailbox Editor Menu – Mailbox Header Screen Fields

FIELD DESCRIPTION

Mailbox number Mailbox number. Usually associated with a telephone extension (for simplicity). Employees without a telephone extension can have a mailbox from which they can send and receive messages. Mailboxes can be used for special functions such as directories or question and answer surveys.

Note This field displays at the top of all Mailbox Editor screens.

Possible values: 0~99999999 (must be unique).

Extension Programmed dial actions Stratagy ES performs to transfer a call that has accessed the mailbox (i.e., Do Not Disturb is Off). Includes transfer to a mailbox, a remote number, or paging. Normally a simple extension number.

Required by a COS mailbox.

Note This field may be modified by the Auto Scheduler. Any changes to the field’s value (including directly changing the value or reverting the value to the parent’s COS) is only temporary, and lasts only until the next scheduled change.

Default: value entered in Mailbox number field.

Comment Notation or reminder about the function of the mailbox. This field is 16 characters long. Default is a blank field. Only field not affected if changes are made to the COS parent mailbox.

For example, a mailbox may be identified by function (extension, information box, etc.) or contents (greeting, directory, etc.).

Name 1 The first of two names Stratagy ES searches when a caller uses the directory (default 411). The field is 16 characters long. Entries can contain any alphabetical characters. Digits 2~9 are allowed for entry by the System Administrator via a tone-dialing telephone’s dial pad. They cannot contain spaces or digits 0 and 1.

For most companies, this is the mailbox user’s first name. For COS mailboxes, this field is used as the mailbox identifier. For example, if you type “Special” in this field and “Mailbox” in the Name 2 field, “Special Mailbox” appears in the BoxList Name field and in the COS Explore list.

Notes

• It is important that each user record his/her name.

• When the System Administrator enters a user’s name into the directory using the telephone dial pad, the name is stored in the Options screen Directory Name 1 and Name 2 fields as numeric digits. For administration clarity, it is advisable to change the digits to their alpha equivalents.

The directory works as follows. If a caller wants to speak with Donna, the caller would enter digits corresponding to these letters on the tone-dialing telephone (i.e., ��). For the first mailbox Directory Name field that matches the caller’s entry, Stratagy ES plays the name recording.

Depending upon the Stratagy ES System Configuration parameter sys_directory_app_uid, Stratagy ES also plays the digits of the Mailbox number field. If no name recording is available, depending on the sys_directory_app_uid setting, Stratagy ES does not present an entry or play the digits of the Mailbox number field.



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Name 1 (continued) Since Stratagy ES plays the name recording of all mailboxes that match a caller’s entry for the company directory, you can use this capability as a general search and playback system. The digit string used for directory searching is defined using the sys_box_idx Stratagy ES System Configuration parameter.

For details about the Stratagy ES System Configuration parameters, see Chapter 4 – Stratagy ES Configuration Menu. For users who do not wish to have their name accessible from the directory, leave this field blank.


Name 2 The second of two names Stratagy ES may search when a caller uses the directory (default 411). The field is 16 characters long. Entries can contain any alphabetical characters. Digits 2~9 are allowed for entry by the System Administrator via a tone-dialing telephone’s dial pad. They cannot contain spaces or digits 0 and 1.

For most companies, this is the mailbox user’s last name or another way to reference this user, such as a variation in spelling (Cathy, Kathy) or a nickname (Michael, Mike). It can also be used for the name of an additional user when a mailbox is shared.

For COS, this field is used as the mailbox identifier (see “Name 1” on page 5-12). For users who do not wish to have their name accessible from the directory, leave this field blank.


Security code Password (up to 16 digits long) that permits the user access to this mailbox. The security code insures that only appropriate users can change a greeting, record a custom busy message, listen to messages left for this mailbox, or change option settings.

The initial value is the number of the new mailbox plus the value in the sys_security_code_suffix (default 997) parameter.

For example, if a mailbox 234 is created, the default security code for the new mailbox is 234997.

If the sys_security_code_suffix parameter is changed, only the mailboxes created after rebooting the system have the new default security code. If the security code is set to something that can not be entered from a telephone (such as an X), no one can log into the mailbox.

The user can change the password to assure confidentiality. For added security, the code does not display on the screen. You cannot view the security code; you can only change it.

Class of service Indicates whether the mailbox is inherited from a COS parent and the COS parent’s name. Field is 20 characters long.

To enter a COS in this field:

• Type a COS into the field.

• Highlight a COS on the drop-down menu provided. The menu contains a list of all available COS. Choose “No COS” if the mailbox has no COS parent.

• Highlight a COS on the explore list using the Explore button (see Figure 5-4). The list shows a detailed view of the available COS mailboxes in the system.

Table 5-1 Mailbox Editor Menu – Mailbox Header Screen Fields (continued)

FIELD DESCRIPTION



5-14

User Mode Options

Figure 5-4 User Mode Options Tab Screen with Sample Data

Table 5-2 User Mode Options Tab Screen Fields

FIELD DESCRIPTION

Mailbox Header See “Mailbox Header” on page 5-11 for field definitions.

Generic Options

Guests Number of Guest Mailboxes the user can create. For each Guest Mailbox created, the value decrements by 1. For example, if the Guests field was set to 5 and the user created 3 Guest Mailboxes, Guests would now display 2.

Possible values:

1~99: Number of Guest Mailboxes the user can create.

0: (Default) User cannot use the Guest Mailbox feature

Record Name Whether the user can record his/her name for playback/identification to a caller.

Possible values:

On: (Default) User can record his/her name Off: User cannot record his/her name.

Slow menu Defines whether Stratagy ES pauses between mailbox menu choices when stating them to the user (e.g. Main Menu options).

Possible values:

On: Add extra time between menu choices.

Off: (Default) Do not add extra time.

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Tutorial at next login Whether the mailbox plays the tutorial when the user logs in the next time.

Note Once the user logs in to his/her mailbox and hears the tutorial, the field is turned off automatically.

Possible values:

On: (Default) Mailbox plays the tutorialOff: Mailbox does not play the tutorial

Message Attributes

Store Messages Whether Stratagy ES enables the mailbox to store messages. If this field is set to Off, the mailbox plays information only and does not record messages.

Possible values:

On: (Default) This mailbox stores messages.

Off: This mailbox does not store messages.

Maximum length in seconds

Maximum message length in seconds a caller is allowed when leaving a message.

Possible values: -0 (unlimited), 1~6000 (seconds)Default: 180 (180 seconds = 3 minutes)

CAUTION! Setting this value to -1 (unlimited length) should be done with extreme caution. If the Stratagy ES port does not properly detect the abandonment of a call, it could remain off hook and recording until there is no recording space left on the hard drive.

Purge Messages in days

Number of days before a message is set for purging/deletion. Whenever a user accesses his/her User ID and presses��to Play Messages, the system tells the user how many messages will be automatically deleted when he/she exits the Main Menu. This field is three-digits long.

CAUTION! Once a message is deleted by purging, there is no way to retrieve it.

Possible values: 0 (purging disabled), 1~999 (days)Default: 0

Play date/time During message playback, Stratagy plays the date and time a message was recorded.

Possible values:

On: (Default) The date and time plays before the message.Off: The date and time does not play before the message.

Table 5-2 User Mode Options Tab Screen Fields (continued)

FIELD DESCRIPTION



5-16

Message Pending Messages that a user partially hears (two seconds or longer) are called Pending messages and are processed differently than unheard (new) messages. They remain in the new message folder but the Message Waiting LED is turned off and a Return Receipt is sent, if applicable.

Possible values:

On: (Default) The system marks partially heard messages as Pending.

Off: The system does not mark partially heard messages as Pending. All messages (partially heard and new) are stored in the new message folder, the Message Waiting LED remains on and a Return Receipt is not sent, if applicable.

Message Order(FIFO/LIFO)

Order in which Stratagy ES plays back caller messages to the user.

Possible values:

FIFO: (Default) First-In First-Out. Stratagy ES plays the oldest messages first.LIFO: Last-In First-Out. Stratagy ES plays the most recent message first.

Message folders(Single/Dual/Multiple)

Number of folders Stratagy ES uses to store the caller messages.

Possible values:

Single: One folder, no separate save folder.Dual: (Default) New and Saved Message folders.

Multiple: New and Saved Message folders and up to seven personal folders that are created by the mailbox user for the purpose of saving messages.

Playback

Volume Volume at which messages are played back to the user. This value can be set by the user through the telephone, using the Play Message Controls.

Possible values: -4 (softest), 0 (normal) 4 (loudest)Default: 0

Alternate rate Alternate speed Stratagy ES uses while playing messages or prompts. While listening to a message, the user can press �� to toggle between the two speeds.

Note Alternate rate can only be implemented while listening to a message. When the user exits the Play Messages Menu, the system returns to default speed unless the User alternate rate at login field is set On.

Possible values: 0 (normal), 1~10 (fastest)Default: 0 (normal)

User alternate rate at login

Whether the selected Alternate Rate applies at login.

Possible values:

On: (Default) Alternate Rate applies at login. Off: Alternate Rate does not apply at login. Default speed applies.

Inter-digit Guard Timer Used to define the time delay between repetitive entries of the same digit pressed by a user while playing messages. For example, users who press the digit 1 (i.e., 111) in quick succession may cause the system to jump over messages and give the users the perception of delayed messages.

Possible values: 0 (default)~1000 msec.

Note 0 default equals 50 msec.


FIELD DESCRIPTION



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Message Copy There are two types of new messages that can be copied to a specific destination mailbox using this feature—all new or new urgent messages. Only one type of message can be enabled at one time.

Delete after copy Deletes the message from the original target mailbox after copying the message to the destination mailbox.

Possible values:

On: Deletes a message after copying to another mailbox. Off: (Default) Does not delete a message after copying it to another mailbox.

All New Messages

Enable Copies all new messages to the destination mailbox.

Possible values:

On: Copies all new messages to another mailbox. Off: (Default) Does not copy new messages to another mailbox.

Destination Mailbox that receives a copy of this mailbox’s messages.

Possible values: blank, valid mailboxDefault: blank (Message Copy is Off)

Active (From/To) Time frame, expressed in military time, when the copy request is active.

Possible values: 00:00~23:59Default: 00:00~23:00

Delay Length of time Stratagy ES delays after the normal message arrives at this mailbox before copying the message to the destination mailbox.

Possible values: 0~999 (minutes)Default: 0

New Urgent Message

Enable Copies an urgent message to the destination mailbox.

Possible values:On: Copies urgent message to another mailbox.

Off: (Default) Does not copy a urgent message to another mailbox.

Destination Mailbox that receives a copy of this mailbox’s urgent messages.

Note Messages can be copied more than once. System parameter sys_hub_count determines how many times a message can be copied.

Possible values: blank, valid mailboxDefault: blank (Message Copy is Off)

Active (From/To) Time frame, expressed in military time, when the copy request is active.

Possible values: 00:00~23:59Default: 00:00~23:00

Delay Length of time Stratagy ES delays after the urgent message arrives at this mailbox before copying the message to the destination mailbox.

Possible values: 0~999 (seconds)Default: 0


FIELD DESCRIPTION



5-18

Auto Attendant Options

Figure 5-5 Auto Attendant Options Tab Screen with Sample Data

Table 5-3 Auto Attendant Options Tab Screen Fields

FIELD DESCRIPTION


Call Processing

Telephone System Telephone System Integration group to which mailbox belongs. Determines dial codes used to:

• Call transfer

• Turn On/Off Message Waiting Lamp (MWL)

Note If the target destination for a mailbox is on a different phone system than the Stratagy ES is connected to, different transferring dial codes and progress tones may be required. Use this field to define that phone system. Telephone System Integration groups are added using the Stratagy ES Configuration Menu, Telephone System Integration option (see “Telephone System Integration” on page 4-4).

Select integration group from drop-down menu.

Default: Default (Strata CTX with DTMF)

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Maximum rings When transferring a call to the mailbox, the number of rings Stratagy ES waits before determining a RNA status. This option only works when Stratagy ES is controlling the call transfer during a monitored, or supervised, transfer.

For example, if the telephone is not answered within four rings, Stratagy ES can play this mailbox’s greeting and take a message, or transfer the call to another extension if an RNA chain is being used.


Possible values: 1~9 (Default = 4)

Do not disturb Whether Stratagy ES transfers callers directly to a mailbox without ringing the user’s phone. If Do Not Disturb is not locked, the user can toggle this feature On or Off through the telephone.

If the intention of the mailbox is to offer recorded information, set Do Not Disturb to On and lock the field.


Possible values:

On: Do Not Disturb is On. Calls to this mailbox are never transferred to an extension. The greeting plays immediately.

Off: (Default) Do Not Disturb is Off.

Screen calls Whether Stratagy ES asks the caller to record his name before attempting a transfer to the user’s extension, enabling a user to accept, decline, or transfer the call:

Possible values:

On: Stratagy ES asks the caller to record his name, and then attempts to reach the user. If the user answers, Stratagy ES plays that recording. The user can press:� to accept the call. Stratagy ES connects the caller to the user.

� to reject the call and hang up. Stratagy ES reconnects to the caller and plays the user’s mailbox greeting. Stratagy ES follows the procedures used for the RNA chain.

� to transfer the call with an announcement. The user dials the extension to transfer the call and hangs up. Stratagy ES plays “Your call is being transferred to” and the name recording or the mailbox of the extension where the call is being transferred. Stratagy ES transfers the caller to the new extension.

� to transfer the call without announcement. The user dials the extension to transfer the call and hangs up. Stratagy ES asks the caller to continue to hold and transfers the caller to the new extension.

Off: (Default) Stratagy ES transfers the caller to the extension without inquiry.


Table 5-3 Auto Attendant Options Tab Screen Fields (continued)

FIELD DESCRIPTION



5-20

ID call When a user answers a transferred call, Stratagy ES plays the name recording of the mailbox the caller dialed.

Possible values:

On: Stratagy ES plays the name recording of the mailbox accessed to reach the extension. Used when more than one mailbox is assigned to the same telephone extension.

Off: (Default) Stratagy ES plays a connection tone to the answering party.

Busy hold Whether a caller can press to hold when the extension is busy.

Possible values:

On: The caller can press to hold.Off: (Default) The caller cannot hold.

Caller menu Whether Stratagy ES presents a message menu to outside callers.

Possible values:

On: (Default) Before pressing � to send a message, outside callers can review, re-record, append, add destinations, set urgent or private, or cancel.

Off: Outside callers can only press � to send a message.

Play “Please hold” prompt Whether Stratagy ES plays “Please hold while I try to dial that extension...” while transferring a call.

Possible values:

On: (Default ) Plays recording while transferring a call.

Off: Does not play recording.

Busy Detect Enabled Whether Stratagy ES uses DOAI to find out if the extension is busy (used for iES16 and iES32 only).

Possible values:

On: System uses DOAI to find out if the extension is busy.Off: (Default) System does not use DOAI to find out if the extension is busy.

Greetings

Selected Greeting Which of seven mailbox greetings plays. This value can be set by the user through the telephone unless this field is set to 0.

Each mailbox user can record up to seven custom greetings. The system default greeting is “Please leave a message for [name],” as per the user’s name recording.


Possible values: 0, 1~7Default: 0 (system greeting)


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Selected Instructional Greeting

Determines which of seven mailbox voice instructions play. Each mailbox user can record up to seven custom instructional greetings.

This value can be set by the user through the telephone unless this field is set to 0. The Instructional Greeting will only play when the mailbox has been defined in the Answer Method screen as a Greeting User Agent.

This field may be modified by the Auto Scheduler. Any changes to the field’s value (including directly changing the value or reverting the value to the parent’s COS) is only temporary, and lasts only until the next scheduled change.

Possible values: 0,1~7Default: 0 (no instructional greeting plays)


Maximum greeting length (seconds) for each custom greeting recorded by the user. Whether the user can change the current greeting.

Possible values: 0 (user cannot record or change greetings), 1~999Default: 45

Busy Greeting Greeting caller receives when the extension is busy. This value can be set by the user through the telephone unless Maximum length in seconds is set to 0. (See “Manage Your Mailbox” in the Stratagy ES User Guide for more information.)

Possible values:

System: (Default) System busy greeting. Stratagy ES advises the caller that he/she may hold for the extension by pressing , dial another extension, or leave a message by waiting for the tone. If the caller chooses to hold, Stratagy ES informs the caller of his/her position in the hold queue and then plays 30 seconds of the Busy-Hold Music file before trying the extension again. After each transfer attempt, the caller is given the same options.

Custom: Custom busy greeting.


Maximum greeting length (seconds) for the custom busy greeting recorded by the user. Whether the user can change the busy greeting.

Possible values: 0 (user cannot record or change greeting), 1~999Default: 45 (seconds)


FIELD DESCRIPTION



5-22

Chains/Groups/Fax

Figure 5-6 Chains/Groups/Fax Tab Screen with Sample Data

Table 5-4 Chains/Groups/Fax Tab Screen Fields

FIELD DESCRIPTION


Chains Chains are how we tell Stratagy ES what to do with a caller when one of five specific conditions apply: Done, RNA, Busy, Fax and Modem.

CAUTION! Avoid programming chains that create loops. If you create a loop when programming Stratagy ES with chains of mailboxes, all Stratagy ES ports become busy and you must reboot the system.

For normal Stratagy ES operation, we recommend that you program all chains to eventually end at System Administrator Mailbox 999 (which defaults to disconnect, @H) and never change the Mailbox 999 default.

Stratagy ES permits you to program chains, giving you the flexibility you need to provide call routing solutions to many varied customer applications.

Conditions that create loops include:

• The most common condition is usually triggered by no caller DTMF action followed by a hang up.

For the following explanation assume that the reserved mailboxes are set to their default values.

Operator Mailbox 0Company Greeting Mailbox 990System Administrator Mailbox 999

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By default, if there is no caller DTMF action, all Stratagy ES mailboxes return to the Instructional Greeting for Mailbox 990. At sys_dtmf_gate, Stratagy ES asks the caller to say “yes” if he would like to transfer to the Operator. If Stratagy ES detects any verbal response, Stratagy ES transfers the caller to the extension for the Operator Mailbox 0. If there is no response, Stratagy ES disconnects the caller. This is normal operation for Stratagy ES.

Some applications require sys_dtmf_gate to be False, so there is no query from the caller. But even if the gate is False, the Done chain for Operator Mailbox 0 is by default set to the System Administrator Mailbox 999 (Mailbox 999 defaults to disconnect, H).

• Programming one or more mailbox Done chains to loop back to the same mailboxes causes Stratagy ES ports to lock up. For example; do not program Mailbox 200 Done chain to Mailbox 200. And, do not program Mailbox 200 Done chain to Mailbox 201 and Mailbox 201 Done chain to Mailbox 200, etc.

Chain done Instructs Stratagy where to send a caller who remains on the line after leaving a message or after listening to an announcement only mailbox.

Possible values: <Default>, applications found in field’s drop-down menu.Default: <Default> (returns to instructional greeting of mailbox that answers the

port)

Parameter Associated parameter for the Done application. This field can be a mailbox number where Stratagy ES sends the caller who remains on the line after leaving the message or after listening to the announcement of this mailbox.

This field can contain alphanumeric characters. If set to blank, Stratagy ES uses the instructional greeting of the mailbox that answers the port.

Possible values: blank, mailbox number, variables required by applicationDefault: blank

Chain RNA Instructs Stratagy ES where to send a caller when there is a RNA at this mailbox’s extension. Defining an RNA chain enables Stratagy ES to control extension hunting.

Possible values: RECORD, applications found in field’s drop-down menuDefault: RECORD

Parameter Associated parameter for the RNA application. This field can be a mailbox number where Stratagy ES sends the caller who remains on the line after returning from RNA at this mailbox extension.

This field can contain alphanumeric characters. If set to blank, Stratagy ES references the current mailbox number if the application requires one to be defined.


Chain busy Instructs Stratagy ES where to send a caller when this mailbox’s extension is Busy.

Possible values: RECORD, applications found in field’s drop-down menuDefault: blank

Table 5-4 Chains/Groups/Fax Tab Screen Fields (continued)

FIELD DESCRIPTION



5-24

Parameter Associated parameter for the Busy application. This field can be a mailbox number where Stratagy ES sends the caller when this mailbox’s extension is busy.

This field can contain alphanumeric characters. If set to blank, Stratagy ES plays the busy greeting for the mailbox and takes a message.


Chain fax Instructs Stratagy ES where to send a fax call when a fax tone is detected while the mailbox is active.

Examples:

• TRANSFER – transfers the call to a specified mailbox (default 994)

• RECEIVEFAX – stores the fax message in a specified mailbox

Default: TRANSFER

Parameter Associated parameter for the Chain Fax application. This field is the mailbox number where Stratagy ES sends the fax call when it detects fax tone.

This field can contain alphanumeric characters.

Possible values: another mailbox (up to eight digits)Default: 994

Chain modem Important! This field and the associated parameter field are currently not operational.

Instructs Stratagy ES what application to run when a modem tone is detected.

Possible values: <Default>, values found in field’s drop-down menu

Default: <Default>

Parameter Associated parameter for the modem application. This field can be a mailbox number where Stratagy ES sends the call when a modem tone is detected.

This field can contain alphanumeric characters. If set to blank, Stratagy ES plays the busy greeting for the mailbox and takes a message.

Possible values: blank, another mailboxDefault: blank

Chain delay Number of tenths of seconds Stratagy ES waits after playing this mailbox’s greeting before continuing processing. Callers can enter DTMF to transfer processing to another mailbox.

This field is three-digits long.

Possible values: 0~999 (milliseconds)Default: 0 (no additional delay)

DesktopFax

Allow Fax Delivery from Desktop to a Fax Machine

Checking this box enables the mailbox user to send faxes out via Stratagy ES fax resources with the client fax printer driver.


FIELD DESCRIPTION



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Groups Groups control which mailboxes a call can access. A user mailbox can belong to multiple groups. Separate the group numbers by spaces; e.g., 1 2 4 5.

Note Also restricts what mailboxes an AA can access.

To be able to access another mailbox, the caller mailbox must share at least one group number with the currently accessed mailbox. If all groups are set to 0, then no other mailbox may be accessed.

For example, assume the following:

Mailbox Group 1 Group 2 Group 3 Group 4100 1 0 0 0222 1 5 0 0303 5 7 0 0440 7 0 0 0

For the above example, Mailbox 100 may access Mailbox 222 only. Mailbox 222 may access Mailboxes 100 and 303. Mailbox 303 may access Mailboxes 222 and 440. Mailbox 440 may access Mailbox 303 only.

Groups are useful for isolating different departments in the same company or different companies sharing one system. For example, suppose two companies share the same President, Vice President, and Controller and you would want them accessible to all companies; but each company has a different Human Resources department that you may want to prevent caller access from one to the other.

Group names List the group numbers that the mailbox can access. Multiple group numbers can be entered using commas (,) and dashes(-); e.g., 1, 23, 10-14. A group number string can be a single digit or any string of digits up to eight digits long.

Possible values: 1~99999999Default: 1

Host/Guest mailboxes

Host mailbox (Display Only) This field is blank if you are viewing a host mailbox. If you are viewing a guest mailbox, this field displays the host’s mailbox number.

Guest mailboxes (Display Only) This field is blank if you are viewing a guest mailbox. If you are viewing a host mailbox, this field displays the guests’ mailbox numbers.


FIELD DESCRIPTION



5-26

Menus

Figure 5-7 Menus Tab Screen with Sample Data

Time Zone Enables you to set the time zone for individual mailboxes.

Messages that arrive for a configured mailbox are date and time stamped based on the time zone defined here rather than the time zone configured in the Stratagy ES operating system. Message playback and future delivery are based on this selection.

Drop-down menu lists all global Time Zones, based on Greenwich Mean Time (GMT).

Language These fields are not active until the Language Configuration screen has been set for a language other than American English (default).

Multilingual If this box is checked, this mailbox can have multiple language greetings and name announcements.

Set Mailbox language Method to be used for setting language for prompts.

Admin If this box is checked, the language must be set in the Stratagy Admin screens.

Phone If this box is checked, the language must be set using the telephone.

Language Selects the default language for this mailbox.

Possible values: American English


FIELD DESCRIPTION

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Table 5-5 Menus Tab Screen Fields

FIELD DESCRIPTION


Menu Applications One~Nine, Zero

Menu Applications define the destination the call is sent or the special application to be executed when the caller presses 1 of the 10 possible menu options while listening to the greeting of this mailbox. Menus can accommodate an unlimited number of special applications.

Each mailbox may reference up to 10 single-digit menu selections. Each menu selection may be assigned to a particular mailbox. If the caller dials an assigned menu selection, Stratagy ES executes the defined application. In Stratagy ES to have a single-digit selection send a caller to another extension, the application TRANSFER is used. Stratagy ES processes unassigned menu digits normally. For example, if the menu digit 0 is not defined and the caller dials 0, Stratagy ES selects Mailbox 0 (typically, the operator).

A special function mailbox set up for customer service using menus can be defined as follows. For Sales Assistance, press �; for Product Information, press �; for Service, press �; or press � for the operator. The menu set up would look like:

1:TRANSFER 222 2: TRANSFER 350 3: TRANSFER 5164: 5: 6:7: 8: 9:

0: TRANSFER 240

If the caller selects 1 (Sales Assistance), the call is transferred to Mailbox 222. If the caller selects 2 (Product Information), the call is transferred to Mailbox 350. If the caller selects 3, the call is transferred to Mailbox 516 (Service). If the caller selects 0 (Operator), the call is transferred to the customer service secretary at extension 240. If the caller presses a menu digit that does not contain a mailbox number, the call is transferred to that mailbox (e.g., presses 7, caller is transferred to Mailbox 7).

Possible values: An existing application available from field’s drop-down menu.Default: blank

Associated Parameter for Menu Applications One~Nine, Zero

Associated parameter for the Menu application. This field can contain alphanumeric characters.

Possible values: blank, another mailboxDefault: blank



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Info

Figure 5-8 Info Tab Screen with Sample Data

Table 5-6 Info Tab Screen Fields (Display only)

FIELD DESCRIPTION


User Statistics Statistics (creation, saved and connect) for the mailbox.

Box created Date (mm/dd/yy) and time (hh:mm) this mailbox was originally created. Time is in military format (24-hour clock).

Box saved Date (mm/dd/yy) and time (hh:mm) this mailbox was last updated. Time is in military format (24-hour clock).

Connected secs. Number of seconds callers have been connected to this mailbox since it was created.

User secs. Number of seconds users have been connected to this mailbox since it was created.

Messages Voice and fax message statistics for the mailbox.

Current Number of voice messages currently stored.

New Number of new voice messages and number of seconds for playback of these stored messages.

Maximum Maximum number of messages (voice) stored at the same time since the mailbox was created.

Total Number of voice messages stored since the mailbox was created.

Faxes Number of fax messages currently stored.

Total Faxes Number of fax messages stored since the mailbox was created.

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Statistics Call, transfer, log in and notify statistics for the mailbox.

Calls Number of times the mailboxes was accessed by a caller since History Start Date was selected.

Last called Date (mm/dd/yy) and time (hh:mm) of the last call. Time is in military format (24-hour clock).

Transfers Number of times Stratagy ES successfully completed a call transfer to the extension associated with this mailbox since History Start Date was selected.

Last transferred Date (mm/dd/yy) and time (hh:mm) of the last transfer. Time is in military format (24-hour clock).

Logins Number of times the mailbox user accessed the mailbox for message retrieval or other mailbox functions since History Start Date was selected.

Last login Last time (date and time) this mailbox user accessed this mailbox for message retrieval or other mailbox functions since statistics were last reset. Time is in military format (24-hour clock).

Notifies Number of times this mailbox user was notified of new messages since History Start Date was selected.

Last notified Last time (date and time) this mailbox user was notified of new messages. Time is in military format (24-hour clock).

History start date Last time statistics were reset. Statistics can be reset by selecting reset after running a System Report, using the Report option on the Main Menu, or by using the System Administrator Mailbox option of Reset Mailbox Number.

If this field is left blank, tab screen reflects all statistics that has been collected.

Table 5-6 Info Tab Screen Fields (Display only) (continued)

FIELD DESCRIPTION



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Auto (Scheduling)The Auto (Scheduling) Tab Screen (see Figure 5-9 and Table 5-7 on page 5-31) enables you to set up automatic changes for each mailbox. You can set these changes to occur at a specific time, on certain days of the week, or on a specified date. For example, based on your Auto definition, Stratagy ES can answer your company’s telephone during the day with your daytime (open) greeting and during off-hours with your nighttime (closed) greeting. The Stratagy ES allows an unlimited number of auto scheduling records for each mailbox.

By defining Auto fields, you can schedule when a mailbox can change the:

• DND setting

• Call Screening setting

• Greeting number

• Destination defined in the Extension field

• Number of rings before taking a message for this extension

The following concepts are the keys to understanding how Stratagy ES uses Auto Scheduling records:

• Stratagy ES waits for the right date, time, and day, and then makes the specified changes.

• The changes remain in effect until you either disable the Auto Scheduling record or another record with different options is scheduled to start.

• If the re-schedule information does not fall on a valid day, Stratagy ES increments the Next Change date until it falls on a valid day as defined by the Active Days field.

For example, to schedule a greeting to play on Thanksgiving Day each year you would set the following fields to:

• Enabled—checked (On)

• Change On—11/25/99 (Thanksgiving Day in 1999)

• At—8:00

• And Every—12 Months

• Active Days: MTWTFSSNNNYNNN

Stratagy ES checks for the next Thursday after 11/25/99 and displays Next Change:11/23/00, which is the next day that meets the criteria specified in the record.



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Figure 5-9 Auto Tab Screen with Sample Data

Table 5-7 Auto Tab Screen Fields

FIELD DESCRIPTION


Auto Scheduling Record Summary

Display only—one-line descriptions of each existing Auto Scheduling record

Includes event, date, at time, every, rings, DND, call screen, greeting voice menu, extension.

Auto Record Setup

Enabled Enable or disable the current Auto record (auto scheduling).

Possible values:

On (Default) Enable the record. Stratagy ES carries out the instructions defined by the record.

Off Disable the current Auto Schedule record.

Use COS/Default schedule entries for this User Agent

Enable or disable the scheduling record from the COS parent.

Possible values:

On Mailbox inherits the scheduling record from the COS parent.Off (Default) Mailbox does not inherit the scheduling record from the COS

parent.

When to apply changes

Change on Date (mm/dd/yyyy) of first scheduled change.

Default: system date

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At Time (hh:mm) of first scheduled change. Military format (24-hour clock).

To guarantee that Stratagy ES programs a holiday schedule after the open greeting schedule, set the holiday greeting’s Change On/At time one minute after the regular open greeting time in case the holiday and open greeting schedules take place on the same day.

Default: system time

and Every Number of seconds, minutes, hours, days, weeks, months or years before this change re-occurs at the time defined under Change On/At. For example, most holiday greetings are set to occur every 12 months on the day specified.

Possible values: 0~999 (Default = 0)

Active days Number of days before this change re-occurs at the time defined under Change On/At. Days that are highlighted are On; days not highlighted are Off.

Possible values: Mon, Tue, Wed, Thu, Fri, Sat, SunDefault: all days selected (On)

Holidays always Indicates whether the holiday table will be used in conjunction with the selected Active days. (See “Holidays” on page 4-20 for holiday assignments.)

Possible values:

Ignored: (Default) Days defined in the Holiday table are not included in the selected Active Days for the record.

Active Days defined in the Holiday table are included with the selected Active Days for this record. For example, if a holiday occurs on an inactive day the record becomes active on that day(s).

Inactive: Holiday table is excluded from the selected Active Days. For example, if a holiday occurs on a selected Active Day, the record becomes inactive on that day.

Next change Display only—date and time the next change occurs (mm/dd/yyyy hh:mm). Time is expressed in military format (24-hour clock). If an Auto Scheduling record is disabled, this field displays N/A.

Changes to make

Extension New extension Stratagy ES rings when this record is active. More specifically, programmed dial actions Stratagy ES performs after the change occurs to transfer a call that has accessed the mailbox (i.e., Do Not Disturb is Off). For example, ring a different extension after hours rather than during the day.

Valid entries: valid extension number, Token Programming Language

Default: blank

Rings When the change occurs, the maximum number of rings Stratagy ES must wait when transferring a call to this mailbox before determining a RNA.

Possible values: blank (uses system default), 1~9Default: blank

Table 5-7 Auto Tab Screen Fields (continued)

FIELD DESCRIPTION



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Do not disturb Value for DND when the change occurs, even if the Auto Attendant Options Tab screen’s Do Not Disturb is locked and On.

Possible values:

On: Stratagy ES plays the mailbox greeting to the caller without attempting to ring the extension.

Off: (Default) Stratagy ES follows the dialing instructions provided in the Extension field.

Call screening Value for Call Screening when the change occurs, even if the Auto Attendant Options Tab screen’s Screen calls field is locked and On.

Possible values:

On: Stratagy ES asks the caller to record his name, and then attempts to reach the user. If the user answers, Stratagy ES plays that recording. The user can press:� to accept the call. Stratagy ES connects the caller to the user.

� to reject the call and hang up. Stratagy ES reconnects to the caller and plays the user’s mailbox greeting. Stratagy ES follows the procedures used for the RNA chain.

� to transfer the call with an announcement. The user dials the extension to transfer the call and hangs up. Stratagy ES plays “Your call is being transferred to” and the name recording or the mailbox number of the extension where the call is being transferred. Stratagy ES transfers the caller to the new extension.

� to transfer the call without announcement. The user dials the extension to transfer the call and hangs up. Stratagy ES asks the caller to continue to hold and transfers the caller to the new extension.

Off: (Default) Stratagy ES transfers the caller to the extension without inquiry.

Greeting Which of eight greetings—the system greeting or one of seven mailbox greetings—this extension/mailbox plays when the change occurs. Plays even if Auto Attendant Options Tab screen’s Selected Greeting is set to 0 (user cannot change greeting).

Possible values: 0, 1~7Default: 0 (system greeting)

Instructional Greeting Which of seven mailbox custom voice instructions plays when the change occurs. Plays even if Auto Attendant Options Tab screen’s Selected Instructional Greeting (voice menu) is set to 0 (no instructional greeting plays).

The Instructional Greeting will only play when the mailbox has been defined in the Answer Method screen as a Greeting User Agent.

Possible values: 0, 1~7Default: 0 (no instructional greeting plays)

Table 5-7 Auto Tab Screen Fields (continued)

FIELD DESCRIPTION



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Create Auto Record

1. From the Auto tab screen, click Add. A preliminary record line is added to the record summary section of the screen (shown at right).

2. Click Enabled field.

3. Add/Edit the desired values in the available parameter fields (shown at right). For the Change on field, a drop-down calendar screen is available.

4. Click Apply. The auto record is saved and the information is added to the record line in the record summary section of the screen. Verify that the date and time displayed in the Next Change field is correct.

Modify Auto Record

1. From the Auto tab screen, highlight a record in the auto record summary section of the screen. See screen in Step 2 above.

2. Make appropriate changes to the When to apply changes section of the screen.

3. Click Apply. The auto record is saved and the changed information is added to the record line in the record summary section of the screen.

Enable/Disable Auto Record


2. Click Enabled field to enable/disable the record. If you are disabling the record, the Event field changes to Never and the Date and At Time fields change to N/A.

3. Click Apply. The auto record is saved and the changed information is added to the record line in the record summary section of the screen. Disabled records can be enabled at a later date.

Delete Auto Record


2. Click Delete. The auto record line disappears from the auto record summary section of the screen.

3. Click Apply. The auto record is deleted.

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NotifyThe Notify Tab screen (see Figure 5-10 and Table 5-8 on page 5-36) enables you to program Stratagy ES to automatically call a user to notify him/her of messages. Each record represents one method of notifying the user of new messages. The Stratagy ES allows an unlimited number of notification records for each mailbox.

Events (normal, relay, pickup, disk, and urgent) are based on the action that activates the notification. Notification methods can be created in one of two ways. The Stratagy ES provides a number of preconfigured routines called “Templates” that can be triggered by one of the five notification events. If the predefined Templates do not perform the desired action, you can custom create notification Templates with the use of Token Programming Language and include message waiting lights, beepers, pagers, other telephones (inside extensions or outside numbers), and office paging systems.

By using available templates (predefined notification instructions), fields can be defined and assigned to one or more mailboxes that require the same type of notification (for example, message waiting lights). Stratagy ES accommodates variable information, such as the mailbox’s extension number when lighting a message light, to streamline notification set up.

Notification can occur based on the following:

• Days of the week

• Hours of the day

• Time interval between notifications (e.g., every 30 minutes)

• Number of times to repeat notification process (e.g., two times)

Templates

Templates are general notification actions which may be used for any number of Notify records and mailboxes. By having mailboxes share templates, you can make changes to all notification records for those mailboxes by simply changing one template.

Stratagy ES provides a group of preset templates covering notification methods for Toshiba telephone systems, and paging applications. The paging Templates use the Variable field for the callout number.

The Telephone System field in the Auto Attendant screen dictates the mechanism that will be implemented for Notification Titles MsgLampOn and MsgLampOff. If the defined telephone system uses DTMF integration, then Message Waiting LEDs will be managed by DTMF commands from the Stratagy ES. If the telephone system uses SMDI integration, then the Message Waiting LEDs will be managed by serial port commands.

Inband or DTMF Commands for message waiting light functionality can be modified in the Configuration Properties, Telephone System Integration screen. Make sure that any modifications that are made are performed using the Telephone System Integration Group to which the mailbox is assigned.



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Figure 5-10 Notify Tab Screen with Sample Data

Table 5-8 Notify Tab Screen Fields

FIELD DESCRIPTION


Notify Record Summary Display only—One-line descriptions of existing notifications. Includes owned, enabled, title, event, days, from, to, after, every, retries, and variable.

Notify Record Setup

Enabled Enable or disable the current Notify record.

Possible values:

Yes: Enable the record. Stratagy ES carries out the instructions defined by the record.

No: (Default) Disable the current Notify record.

Important! Using Stratagy ES’s User Notification option for his/her mailbox, a user can enable or disable an existing Notify record and modify the contents of the record’s Variable field.

User mode accessible Whether the specific record can be accessed by the user via mailbox’s User Mode Options Tab screen.

Possible values:

On: (Default) User can access record via mailbox’s user mode menu.

Off: User can not access record via mailbox’s user mode menu.

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Title The title of the Template or application that performs notification. The Stratagy ES comes with six preconfigured Templates:

• AUTOMATICFAX – Transmits any new incoming fax messages of a mailbox to an external fax device using the digits in the Variable field.

• MsgLampOn – Turns on the message waiting lamp of a telephone.

• MsgLampOff – Turns off the message waiting lamp of a telephone.

• PagerNotify – Calls a pager using the digits stored in the Variable field.

• TokenNotify – Allows the free use of tokens to perform custom notifications.

• VoiceHome – Calls a residence using the digits in the Variable field. Notifies user that new messages have arrived in their mailbox.

• EmailNotify – E-mails the user at a valid e-mail address entered in the variable field. Notifies user that voice messages are in his/her mailbox.

• EmailFaxNotify – E-mails the user at a valid e-mail address entered in the variable field. Notifies user that a fax message has been sent. Use this title with Fax Failure and Fax Success events.

Event Notification type for this record.

Possible values:

Normal Message: Notify user of new messages in his mailbox by lighting the message light or calling a telephone number.

Notification begins when a message is left in the mailbox.User notified of new messages in his mailbox by lighting the message light, calling a home telephone, calling a cellular telephone, or calling any off-premise location.

Notification ends when the user picks up messages or when the maximum number of tries (Max Times) has been reached.

Relay: Notify user by relaying the caller’s telephone number to the user’s beeper display.

Notification begins when a caller uses the relay paging feature to record a telephone number. Stratagy ES prompts the caller to:1. Press � while connected to the personal greeting of the mailbox.

2. Enter his/her telephone number and press �.Stratagy ES stores the telephone number in the Method field token %R.User notified when the caller’s telephone number is relayed to the user’s beeper display or forwarded to a voice answered telephone.Notification ends when the maximum number of tries (Maximum Times) has been reached.

Pickup: Turn off a message waiting light after a user has retrieved messages from his/her mailbox.

Notification begins after the user picks up all new messages and exits from the Play Messages selection.Notification ends when the maximum number of tries (Maximum Times) has been reached. Therefore, be sure to enter 1 when you define Maximum Times.

Table 5-8 Notify Tab Screen Fields (continued)

FIELD DESCRIPTION



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Disk Space: Notify user (usually System Administrator) when available harddrive space is low.

Notification begins when the available hard drive storage space reaches the predefined limit. Notification ends when the maximum number of tries (Maximum Times) has been reached.There are four possible settings for this event—Disk Space <5%, Disk Space <10% (default), Disk Space <20%, and Disk Space <30%. You can program one notification record to warn you of disk low or if you want, you can program multiple notification records to notify you at different stages of disk low. For example, you can have Stratagy ES notify you at 20%, 10% and again at 5%.

Urgent Message: Notify user of an urgent message in his/her mailbox.

Notification begins when a mailbox receives a message the caller marked as urgent.Notification ends when the maximum number of tries (Maximum Times) has been reached.

Port Out of Service Notify user that the port is out-of-service.

Fax Failure Notify user that there was a fax Stratagy ES transmission error.

Fax Success Notify user that a Stratagy ES fax was transmitted successfully.

Note Fax Failure and Fax Success is best used with the EmailFaxNotify template (see previous page).

Default: blank

Variable Value Stratagy ES inserts in place of the %V in a Token Notify string. The Variable is also used by the other Notify templates to insert pager or home phone numbers and e-mail addresses. Typically, this is pager or similar value associated with the record rather than the template.

The uses include:

• Enables notification templates to be used for many users.

• Enables field personnel to be notified at different destinations during the day or week.

Important!

• Using Stratagy ES’s User Notification option for his/her mailbox, a user can enable or disable an existing Notify record and modify the contents of the record’s Variable field.

• For users that are in a remote node of Strata Net where the dialing plan is NOT transparent, you must enter the node number plus the extension number in the Variable field. For example, if to reach a remote node user you must dial :

10 = node number

3752 = user extension number

then enter 103752 in mailbox 3752’s Notification Variable field.

Possible values: any digit strings (e.g., telephone number, extension, Token Programming Language) up to 17 characters long.

Default: blank


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Notification port group Indicates the notification port group to be used when this record is executed.

Note Notification port groups are added using the Stratagy ES Configuration Menu, Notification Port Groups option (see “Notification Port Groups” on page 4-16).

Possible values: Available groups are in a drop-down menu for the field.Default: blank

Active days

Days of week Days of the week to which notification is restricted. Highlighted days are active. Days not highlighted are inactive.

Possible values: Mon~SunDefault: All days

Holidays always Whether Stratagy ES uses the system “Holiday Table” in conjunction with the days selected in Days of Week field. (See “Holidays” on page 4-20 for instructions on assigning holidays.)

Possible values:

Ignored: (Default) Days defined in the Holiday table are not included in the selected Active Days.

Active Days defined in the Holiday table are included with the selected Active Days for this record. For example, if a holiday occurs on an inactive day the record becomes active on that day(s).

Inactive: Holiday table is excluded from the selected Active Days. For example, if a holiday occurs on a selected Active Day, the record becomes inactive on that day.

From Start notification time (hh:mm). Military format (24-hour clock); e.g., 5:30 p.m. is represented as 17:30. Always less than To field. To specify 24 hours, set From at 00:00 and To at 23:59.

Possible values: 00:00~23:59 (Default = 00:00)

To End notification time (hh:mm). Military format (24-hour clock). Always more than From field. To specify 24 hours, set From at 00:00 and To at 23:59.

Possible values: 00:00~23:59 (Default = 23:59)

Notify after Number of minutes before Stratagy ES attempts the first notification to a user after someone leaves a new message.

Possible values: 0~ 60 (minutes)Default: 0 (immediately)

Continue every Number of minutes before Stratagy ES re-attempts notification after the first notification. For example, every 60 minutes means notify this user every hour after the first notification.

Possible values: 0~60Default: 60 (minutes)

Maximum times Number of notification attempts when new messages exist in this mailbox.

Stratagy ES counts only successful tries; i.e., successfully performing each action in the Method field.

Possible values: 0~999Default: 0 (Stratagy ES continues until the user has played every new

message.)


FIELD DESCRIPTION



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Add Notify Record

1. From the Notify tab screen, click Add. The New Notification screen displays (shown at right).

2. From the drop-down menus, select an event and a title.

3. Click OK. The notify record is added to the record summary section of the screen (shown at right).

4. Modify the fields on the screen as appropriate (e.g., active days).

5. Click Apply. The notify record is saved.

Delete Notify Record

Important! The mailbox must own the notify record in order to delete it.

1. From the Notify tab screen, highlight a notify record.

2. Click Delete. You are asked to confirm the deletion.

3. Click Yes. The record is removed from the screen.

4. Click Apply. The database is updated.

Enable/Disable Notify Record

1. From the Notify tab screen, highlight a notify record.

2. Click Enabled field to enable/disable the record. If you are disabling the record, the Record/Active days sections of the screen become inactive.

3. Click Apply. The database is updated and the Enabled field in the record list changes to Yes or No, as appropriate.

Template Editor

The Template Editor enables you to create new Templates by either renaming existing applications, or by using Token Programming Language.

Add Template

1. From the Notify tab screen, click Template Editor. The Template Editor screen displays.

2. Click Add. The Add Template screen displays.

3. Type a new template name into the Template Name field.

4. From the Application Name field drop-down menu, select an application.

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5. Type a parameter in the Parameter field, if required. If you chose the TokenNotify application in Step 4, you must enter the token string in this field. See Chapter 12 – Token Programming for information on using tokens. The screen at right is a sample template entry.

6. Click OK. The template is saved to the server and the previous screen displays.

Edit Template

1. From the Notify tab screen, click Template. The Template Editor screen displays.

2. From the Template Name field’s drop-down menu, select a template and click Edit. The Edit Template screen displays (shown at right).

3. From the Application Name field’s drop-down menu, select an application.

Note You can only edit the Application Name and Parameter fields.

4. Modify the parameter, if required.

5. Click OK. The changes to the template is saved to the server and the previous screen displays.

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Unified MessagingThe Stratagy ES provides Unified Messaging (UM) as an optional feature group. UM enables users to retrieve their voice, fax and e-mail messages from within their e-mail client inbox screen.

The Unified Messaging Tab screen (see Figure 5-11 and Table 5-9) enables you to program the feature for the individual user mailboxes. See Chapter 8 – Unified Messaging (UM) for details.

Figure 5-11 Unified Messaging Tab Screen with Sample Data

Table 5-9 Unified Messaging Tab Screen Fields

FIELD DESCRIPTION


Unified Messaging Enable/Disable the Unified Messaging for this mailbox.

Email configuration

Email account E-mail account number assigned by the server.

Default: blankExample: [email protected]

Email username Alternative e-mail user name. If this field is filled in, voice mail uses it to log into the e-mail server. If this field is left blank, voice mail uses the user name preceding the @ of the existing Email account field.

Email server Identifies the network server providing POP3/IMAP4 services (IP Address or Computer Name)

Example: Email Server

Note In most installations the Email server and SMPT server are the same. However, both fields still need to be filled in.

SMTP server Identifies the network server providing SMTP services.

Example: Email Server`

Note In most installations the Email server and SMPT server are the same. However, both fields still need to be filled in.

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Target Email service supports

Sets the e-mail retrieve protocol for TTS.

Note You can only choose one protocol—IMAP4 or POP3.

IMAP4 Internet Message Access Protocol 4 (IMAP4) Synchronization. You can select IMAP4 or POP3 but not both. If IMAP4 is selected, the following occurs:

• If a user logs into his/her voice mail via the TUI and deletes a message, Stratagy uses IMAP to identify and delete the message in the e-mail server. This also deletes the messages from the user’s e-mail client inbox screen if the messages were displayed on it at the time.

If a user logs into his/her voice mail via the TUI and listens to a message in the NEW folder, the corresponding message in the e-mail server or e-mail client inbox is flagged as “read” or “seen.” This includes the messages that are marked by Stratagy as Pending and kept in the New Message folder. Messages marked as Deleted are not actually deleted until the user logs out from his or her UM-enabled mailbox.

• If Stratagy voice and/or fax messages are deleted in the e-mail client, the corresponding messages in the Stratagy system are deleted or saved to a Personal message folder of the user’s voice mailbox. Whether the messages is deleted or moved to a Personal Folder is a configurable option within each mailbox. This synchronization is performed periodically via the Stratagy Scheduler feature.

Save the message to Personal folder

(Default for IMAP4 field) Saves the message to a personal folder.If IMAP4 synchronization cannot find the SES message in the e-mail server. Field defaults to 1 for users with dual or multiple message folders and to 0 for single queue users. To use folders 2~8, the user’s mailbox must be set for multiple folders.

Note Message folders (single, dual, multiple) are set in the User Mode tab screen.

Delete the message Deletes the message. If IMAP4 synchronization cannot locate the SES message in the e-mail server.


Available only if Message Transport Scheme is set to IP Standard. Can be chosen along with IMAP4.

Stratagy adds a Message Disposition Notification (MDN) request when it sends a voice/fax message to the e-mail server. When the user opens up a voice/fax message (sent by Stratagy), a MDN is sent to Stratagy voice mail. As soon as Stratagy receives the MDN, it deletes or saves the messages in the user’s mailbox. Whether the message is deleted or saved is a configurable option within each mailbox.

Save the message to Personal folder

(Default for MDN field) Saves the message to a personal folder if SES receives a MDN for a corresponding SES message. Field defaults to 1 for users with dual or multiple message folders and to 0 for single queue users. To use folders 2~8, the user’s mailbox must be set for multiple folders.

For Dual and Multiple message folder users you can also set this field to 0. In this case, the message becomes a “Pending “message (but still remains in the New folder) when this feature is executed.

Note Message folders (single, dual, multiple) are set in the User Mode tab screen.

POP3 Post Office Protocol 3 (POP3) Default for Target Email Service.

Note Cannot be chosen if IMAP4 is already selected.

Table 5-9 Unified Messaging Tab Screen Fields (continued)

FIELD DESCRIPTION



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StratagyES to E-mail Server Integration

Message Transport Scheme

Type of message transport in use.

Possible values:

• SES Proprietary – For Microsoft Outlook integration.

• IP Standard (Default) – For all other e-mail clients.

Email play back

Voice type Indicates the TTS voice pitch to be used when reading e-mail messages.

Possible values: Normal (Default), Lower Pitch, Higher Pitch

Authentication method Indicates the authentication method to be used when accessing TTS.

Possible values:None: (Default) No password encryption supported.Only: Only sends e-mail password if APOP encryption is supported.Try: Tries sending password if APOP encryption is supported, otherwise sends

password as text.

Table 5-9 Unified Messaging Tab Screen Fields (continued)

FIELD DESCRIPTION



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ASR Auto AttendantThe Stratagy ES provides Automatic Speech Recognition (ASR) Auto Attendant as an optional feature group. ASR AA enables callers to speak a person’s name or a command to be transferred to an extension, send a voice message, and/or login to a mailbox.

The ASR Auto Attendant Tab screen (see Figure 5-12 and Table 5-10) enables you to configure the ASR feature for individual user mailboxes and is broken into two sections:

• The top section configures which system functions can use speech recognition. All options are, by default, enabled for use. See Chapter 7 – Automatic Speech Recognition (ASR) for details.

• The bottom section of the page provides the ability of adding synonyms for the main user name for the mailbox. Also included in this section is an interface for making a recording that is assigned to the synonym.

Figure 5-12 ASR Auto Attendant Tab Screen with Sample Data



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Table 5-10 ASR Auto Attendant Tab Screen Fields

FIELD DESCRIPTION


Use these entries for: Assignment of ASR AA privileges. For example, the Log in setting would facilitate users who wish to use ASR to log into their mailbox, but wish to restrict callers from using the ASR feature to reach their extension, or leaving them a message.

Transfer By selecting this option a caller can speak the user's name and be transferred to the assigned extension number of the mailbox.

Default: Enabled

Log in By selecting this option, a user may call into the system and speak one of the log in commands, i.e. “Log me in,” “Log on,” “Access Mailbox,” to begin the mailbox log in process.

Default: Enabled

Send message By selecting this option, a caller can record and send a direct message to the user by speaking one of the available ASR commands, i.e. “Send Message,” “Direct Message,” “Quick Message.”

Default: Enabled

Synonyms The synonym name entered should include the last name for quicker interpretation by the speech application. However, a single name can be listed as well.

As a suggestion to make it simpler for a caller to decide on the proper name choice, single name synonyms should be accompanied by a recording that gives some additional information, such as “John Dart in the sales department”.

Notes

• If there is more than one mailbox that lists the same synonym, then the Stratagy ES will give the caller the ability to choose the correct name by playing the recording assigned to the synonym.

• There is no limit to the number of synonyms that can be created for any one mailbox.

Prompt For display only.

Telephone handset – Indicates a recording exists and the synonym is active.

Red circle – Indicates that a recording does not exist and the synonym is not active.

Phone # Extension number for telephone to be used for recording the corresponding synonym name. Once entered, this number remains consistent for administration other mailboxes.


Voice ProcessingDistribution List (System)

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Distribution List (System)System lists are created using the Distribution List Editor screen (see Figure 5-13 and Table 5-11) and are an excellent means of distributing interoffice memos to a large group of people in a timely manner. The lists also eliminate the need of every user creating a similar personal list.You can create as many system-wide lists as you need. Examples of such lists include all users in the system or in a specific department and all company managers.

Note Messages can only be sent to Distribution Lists from within a mailbox. A Distribution List cannot be dialed by outside callers.

Stratagy ES processes mail sent to mailing lists as a low-priority task. Therefore, it may take several minutes to send the message to everyone on a large list, especially if the system is busy.

Figure 5-13 Distribution List Editor Screen

Table 5-11 Distribution List Editor Screen Fields

FIELD DESCRIPTION

Distribution List Number (Display Only) This field is filled in automatically by Stratagy ES after you create a Distribution List or highlight a list at the bottom of the screen.

Security Code The security code for a distribution list is used by an administrator who wishes to record the name of the list. That name will be used to confirm the selection when a user dials the distribution list number as a message destination.

Delete entire entry and enter a new security code. Click Update List. A pop-up box asks you to confirm the security code by re-entering. Re-enter and click OK. Default is Distribution List Number plus security code for box 997(default security code is 997). For example, distribution list 500 would default to 500997.

Distribution List Name Enter a descriptive name for the list such as purchasing, expediting, code committee, etc.

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Create Distribution List1. From the Stratagy ES Administration window, click User Agents > Create User Agents >

Distribution List. The Create screen displays.

2. Type a single User Agent number (e.g., 881), a range of numbers (e.g., 800-804) or a combination of both separated by commas (e.g., 800-802, 881, 888).



4. Click OK. The Distribution List Editor screen displays (see Figure 5-13 on page 5-47).

5. Highlight the Security Code field and press Delete.

6. Type a new security code into the field and click Update List. The Change Security Code screen displays.

7. Re-enter the security code and click OK. The Change Security Code screen closes.

8. From the Distribution List Editor screen, highlight the Distribution List Name field and type an identifying name (e.g., purchasing).

9. Highlight the list’s Group field and type a group number (see “Chains/Groups/Fax” on page 5-22). Field defaults to 1.

Note Multiple group numbers can be entered. Separate numbers by commas; e.g., 2,4,6.

10. Highlight the Distribution List Members field and type a single User Agent number (e.g., 881), a range of numbers (e.g., 800-804) or a combination of both separated by commas (e.g., 800-802, 881, 888).

Note This list represents all the mailboxes that are members of the list.

11. Click Update List. The data is saved and placed in the list portion of the screen.

12. When finished, click Close. The Distribution List Editor screen closes.

Group Group of User Agents defined in the Mailbox Editor, Chains/Groups Tab screen. Groups control which mailboxes a user can access. See “Groups” on page 5-25.

For example, if group number 2 is entered in this field and mailbox 3766 does not belong to that group, then 3766 cannot use this Distribution List to send messages.

Default: 1

Distribution List Members Enter valid user mailbox number(s). Numbers can be separated using commas (,), dashes (–) or spaces.

Possible values: Any valid mailbox number.Default: blank

Table 5-11 Distribution List Editor Screen Fields (continued)

FIELD DESCRIPTION


Voice ProcessingDirect Send Voice User Agent

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Modify Distribution List1. From the Distribution List Editor screen, highlight the List Number field. Stratagy

automatically loads the Distribution List data for the list you highlighted in each of the fields.

2. Modify the fields, as needed. See Table 5-11 on page 5-47 for field descriptions.

3. When finished, click Update List. The data is placed in the list portion of the screen and saved.

4. Click Close. The Distribution List Editor screen closes.

Delete Distribution List1. From the Stratagy ES Administration screen, click User Agents > Edit User Agents >

Distribution List. The Distribution List Editor displays (see Figure 5-13 on page 5-47).

2. Highlight the Distribution List you want to delete. Stratagy automatically loads the Distribution List data for the list you highlighted in each of the fields.


4. Click Yes. The list is removed from the screen.

5. Click Close. The Distribution List Editor screen closes.

Direct Send Voice User AgentThe Direct Send Voice User Agent is used to enable callers to send a message directly to voice mail user’s mailbox without first ringing the user’s phone.

Create/Modify Direct Send Voice User Agent1. From the Stratagy ES Administration screen, click User Agents > Create User Agents > Direct

Send Voice. The Create screen displays.




4. Click OK. The Edit Direct Send Voice User Agents screen displays.

5. Highlight the User Agent you just created. Click Modify. The Edit Direct Send Voice User Agent screen displays (shown at right).

6. Type an identifying name in the Name 1/2 fields.

7. Type a comment in the Comment field.

8. Type the Group number to which the User Agent belongs. See “Chains/Groups/Fax” on page 5-22 for instructions on creating group numbers.

9. Click OK. The data is saved. The Edit Direct Send Voice User Agent XX screen closes.

10. Repeat Steps 5~9 for any other agents you created.

11. When finished, click Apply.

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Fax

Fax 6

With the Fax feature group, the Stratagy ES serves as the central hub for fax messaging and transmission.

In Stratagy ES Release 4.6 or higher, the Fax Feature Group is supported by software called SoftFAX. When licensed for the Fax Feature Group, D/4PCI, D/41JCT-LS, and D/120JCT-LS voice boards will each have four channels of Fax available.

Note The D/120JCT-LS board supports up to 4 simultaneous ports of SoftFAX; however, only 2 channels of SoftFAX are available on the first 8 voice ports and 2 channels of SoftFAX on the last 4 ports. Because of this configuration if only the first 8 ports are being used on this board and there are already two faxes, incoming or outgoing, in process, a caller is not able to send a fax into the system.

For iES16 and iES32, Fax is supported by SoftFAX and does not require any additional hardware. When licensed for the Fax Feature Group, two channels of Fax will be available for each eight channels of voice. These fax channels are not shared across the 8 ports. In other words, the 2 fax channels for ports 1~8 cannot be used by ports 9~16.

The Fax feature group must be electronically activated by Toshiba using the SAM or SoftSAM (iES16 and iES32).

This chapter discusses installation, application, and operation of the fax feature on the Stratagy ES system. It covers:

• Fax Features – discusses Fax Mail, Fax on Demand, Fax Back, Fax Driver and Fax Viewer features.

• Fax Installation – creating, modifying and deleting Fax user agents; configuring Stratagy ES for fax operation; and installing the GammaLink Fax board (optional).

• Fax Document Conflict – brief explanation of possible fax conflicts.

• Client Fax Printer Driver – installation instructions for installing the driver on a client PC.


FaxFax Features

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Fax FeaturesThe Stratagy ES provides a comprehensive set of fax capabilities to use either from the phone or from the user’s PC. Some of the available functions are:

• Fax Mail

• Fax on Demand

• Fax Back

• Fax Broadcasting – custom IVR application enabling single or multiple fax documents to be transmitted to a single or multiple list of clients that are stored in a database.

• Client Fax Printer Driver

• UM used in conjunction with the Fax will provide a Fax Viewer that enables the fax to be read from the user’s PC.

Fax MailUploads fax documents into Stratagy ES as messages for users. This process can also be used for basic uploading of documents for other applications. There are three ways in which Stratagy ES can perform this function:

Direct Fax

Stratagy ES enables the user to call a fax directly to a mailbox (default is 988) when the caller is calling from a fax machine handset. Callers can record a comment as a preface to the fax message. See the Stratagy ES User Guide for instructions on sending the fax.

Fax Directed to Specific Mailbox

For a specific user mailbox to:

• Receive and store faxes – you can program the mailbox so that its menu options contain a single-digit menu selection that directs the fax to a specified mailbox.

• Transfer faxes to another mailbox that stores the faxes – you can program the mailbox so that its Chain Fax field is set to RECEIVEFAX and the associated Parameter field contains a valid mailbox number.

AutoFax Print

Upon receipt of a fax, this feature automatically sends the fax to a pre-defined fax machine for printing. In the mailbox’s Notify menu, the AUTOMATICFAX template must be selected and the Variable field filled in with the fax machine’s phone number.

Fax on Demand (one-call fax)Enables a caller to retrieve specific fax documents (e.g., price lists, brochures, etc.), all of his/her fax messages or just the current fax message stored in his/her mailbox on the same transmission. Fax on Demand assumes that the caller is calling into Stratagy ES from a fax machine and transfers the call for immediate transmission of the document(s).


FaxFax Features

Fax

Fax Back (two-call fax)Enables a caller to retrieve specific fax documents (e.g., price lists, brochures, etc.), all of his/her fax messages or just the current fax message stored in his/her mailbox on a separate call. The caller selects the fax document(s) and defines the telephone number of the receiving fax machine. Fax Back assumes that the caller is not calling into Stratagy ES from a fax machine and queues the fax(es) for transmission to the caller’s designated fax machine.

Fax BroadcastA custom IVR application enabling single or multiple fax documents to be transmitted to a single or multiple list of clients that are stored in a database. Provides a method to transmit fax documents such as form letters, product literature and promotions, etc. to a list of customers.

Client Fax Printer Driver Any documents on a user’s computer that can be printed using the Microsoft-based print utility can also be faxed.

With the aid of the custom Stratagy ES Client Fax Printer Driver, when a user selects “Print” and chooses the Stratagy ES Fax as the printer device, the document is sent through the LAN to the Stratagy ES. Stratagy ES allocates a voice port, applies fax resources and sends the document like a fax to the destination fax machine. Users can also send documents into other users’ mailboxes where they are stored as fax messages.

Fax ViewerWhen bundled with the Fax feature group, Unified Messaging offers the user an efficient and easy way to manage all types of messages, saving time and trouble. Fax messages that arrive in a user’s mailbox display as incoming Stratagy ES messages in the user’s e-mail client inbox.

By using the CTX Outlook integration for UM, the user can click on the message to display a custom e-mail form. If a fax is attached to the message, the form displays a fax button. Clicking on the fax button launches a program designated by Windows for loading Tagged Image File Format (TIFF), a standard fax file format, and the fax document displays on the desktop. Any fax viewer software that is compatible with TIFF will work.


FaxFax Installation

6-4

Fax InstallationThe following steps comprise the fax installation:

• Step 1: Verify SAM is Feature Activated• Step 2: Verify/Configure Stratagy ES for Fax• Step 3: Install GammaLink Fax Software (Optional)• Step 4: (Optional) Create/Modify Direct Send Fax User Agent(s)• Step 5: Program Stratagy ES for Fax Tone Detect Messages• Step 6: (Optional) Configure User Mailbox to Receive and Store Faxes• Step 7: (Optional) Program Simple Custom Fax Applications• Step 8: (Optional) Program User Mailbox for Use with Custom Fax Printer Driver• Step 9: (Optional) Create Template for Customized Fax Cover Page• Step 10: (Optional) Set Notify Record(s)

Step 1: Verify SAM is Feature Activated1. From the desktop, click Start > Programs > Stratagy

Enterprise Server Administration > SAM Query. The Stratagy ES Activation Module screen displays (shown at right).

2. Verify that the Fax settings display.

Step 2: Verify/Configure Stratagy ES for FaxMost Stratagy ES Fax parameters do not require modification. You must check the Fax configuration parameters settings in the Stratagy ES system and modify their settings where required. See “Modify System Parameters” on page 4-29 for instructions on modifying the settings for the Fax parameters shown in Table 6-1.

Step 3: Install GammaLink Fax Software (Optional)

Software for Existing GammaLink Fax Board

Note You do not have to reinstall Dialogic Software or reconfigure the GammaLink Fax Board.

1. Insert the Stratagy ES CD-ROM that comes with the system into the CD-ROM drive. The Software Menu screen displays.

2. From the Software Menu screen, select Gamma Fax Support. The Welcome screen displays.

3. Follow the prompts and accept the system defaults on each of the screens.

Note Always use the default directory and program group names.

4. When the installation is complete, click OK and reboot the system.

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Fax

Software for New Installation of GammaLink Fax Board

1. Insert the Stratagy ES CD-ROM that comes with the system into the CD-ROM drive. The Software Menu screen displays.

2. From the Software Menu screen, select Gamma Fax Support. The Welcome screen displays.3. Follow the prompts and accept the system defaults on each of the screens.Note Always use the default directory and program group names.4. When the installation is complete, click OK and reboot the system.5. Insert the Dialogic CD-ROM that comes with the system into the CD-ROM drive. The

Software Menu screen displays.6. From the Software Menu screen, select Dialogic software 5.1.1 with GammaFax capabilities,

PCI Detection Patch, and Dialogic System Software 5.1.1 Feature Pack 1.7. Follow the prompts and accept the system defaults on each of the screens.8. When the installation is complete, click OK and reboot the system.

Note All configuration for the board is done by the Dialogic software.

Table 6-1 Fax Parameters


sys_cng_tone

Fax “CNG” tone in line tone construction format, which is described below. There are four kinds of tones: single frequency, single frequency with cadence, dual frequency and dual frequency with cadence. Each tone description consists of a comma separated by a list of numbers.



leading edge, If 0, at its trailing edge.Repeat The number of on-off cycles that must occur

before signalling the presence of the tone.

Default: 113, 1100, 100, 500, 100, 3000, 100, 1

sys_company_fax_number

This telephone number is used when sending faxes to identify the source of the fax.

Default: blank comment line

sys_company_name

The name that will appear in the fax header for sent faxes. This field is limited to 32 characters.


sys_fax_dl_init

A token %A is replaced by this parameter, usually it is a dial code to access an outside line.

Default: 9 (dial 9 and pause for two seconds)


FaxFax Installation

6-6

sys_fax_fail_retry

Specifies whether Stratagy ES resends a fax if it detects a failure during transmit.

Possible values:0 not resent1 resends starting from the first page

2 resends starting from the failure pageDefault: 0

sys_fax_max_retries

Defines the maximum number or retries.

Possible values: 1, 0

Default: 1

sys_fax_num_rings

The number of rings before Stratagy ES determines the fax machine will not answer.

Default: 3

sys_fax_requeue_intervalNumber of milliseconds to wait between retries for fax_max_retries.

Default: 300000 (ms)

sys_page_ready_tone

Tone from Page Terminal indicates ready to page.



leading edge, If 0, at its trailing edge.Repeat The number of on-off cycles that must occur

before signalling the presence of the tone.

Default: 104, 1850, 1000, 75, 50, 75, 50, 2

sys_sensdfax_app_idName of the global send fax application.

Default: SendFax

sys_sendfax_line_group

The name of the notification port group to use when sending fax transmissions. This applies to the user mode fax features, the SENDFAX application and IVR programs that send faxes.

By creating a notification port group, then assigning that port group to this configuration variable, you can limit fax transmissions to the member ports of that group.

Default: Q1 (enables any line to be used)

Table 6-1 Fax Parameters (continued)



FaxFax Installation

Fax

Step 4: (Optional) Create/Modify Direct Send Fax User Agent(s)A Direct Send Fax User Agent (988) already exists in the Stratagy Administration software. Unless you need to modify that User Agent or create additional Direct Send Fax User Agent(s), you can skip this step.

1. From the Stratagy ES Administration screen, click User Agents > Create User Agents > Direct Send Fax. The Create screen displays.




4. Click OK. The Edit Direct Send Fax User Agents screen displays.

5. Highlight the User Agent you just created. Click Modify. The Edit Direct Send Fax User Agent screen displays (sample shown at right).

6. (Optional) Click Comment field and type in comment.

Note Comment should consist of any identifying information.

7. In the Groups field, type the group number to which the mailbox belongs.

Note See Chapter 5 – Voice Processing for instructions on creating Mailbox Groups.

8. Click OK. The data is saved. The Edit Direct Send FAX User Agent screen closes.

9. Repeat Substeps 5~8 for any other agents you created.


Step 5: Program Stratagy ES for Fax Tone Detect MessagesA Fax Tone Detect Message automatically defaults to Mailbox 994. Using this procedure, you must enter into Mailbox 994’s Extension field, the phone number for the fax machine where you want the faxes to print.

2. At the bottom of the Mailbox Editor screen, double-click the Mailbox listing (default 994) for the mailbox


3. From the Mailbox Editor screen, type the fax number in the Extension field.

4. Click Apply at the bottom of the screen. Your modifications are saved.



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Step 6: (Optional) Configure User Mailbox to Receive and Store Faxes

Important! This step is optional since a Stratagy ES user can send a fax to a mailbox by dialing 988.

If a user wants his/her mailbox to receive and store the faxes directly, you must program the mailbox so that its menu/group chain options contain a menu selection that directs the caller to press a specific key to send a fax. See also “Fax Directed to Specific Mailbox” on page 6-2.

Once the mailbox has been configured to receive faxes, the user must record a personal greeting to include instructions for using the feature. For example: “Thank you for calling mailbox 200, please leave a message at the tone or press 1 to send a fax to my mailbox.”

When the caller presses 1, the system will prompt “press the Start key on your fax machine at the tone to send the fax and then hang up.”



3. From the Mailbox Editor screen, click Menu tab.

4. In the Menu Application One field, select RECEIVEFAX from the drop-down menu.

Note The field does not have to be menu one as long as it is the next available menu application.

5. In the corresponding field, type the mailbox number.


Step 7: (Optional) Program Simple Custom Fax ApplicationsStratagy uses the Token Programming Language to generate fax applications. The four principal tokens are:

J( ) token for fax receiving.

T( ) token for single fax transmission.

<( ) and >( ) tokens for multiple fax document transmission.

There are other tokens that can be used with the principal tokens in the fax process, and there may be certain applications that only require one of the principal tokens. For example, fax messaging into a user’s mailbox requires the J( ) token to receive the fax. No additional token programming is required to have the fax message sent to a fax machine.




FaxFax Installation

Fax

Step 8: (Optional) Program User Mailbox for Use with Custom Fax Printer Driver

If a Stratagy ES user will be using the Custom Fax Printer Driver, his/her individual mailbox must be enabled for this privilege.



3. From the Mailbox Editor screen, click Chains/Groups/Fax tab.

4. Check “Allow Fax Delivery from Desktop to a Fax Machine.”


Step 9: (Optional) Create Template for Customized Fax Cover Page

Notes

• Stratagy ES Fax Printer Driver must already be loaded in order to perform this task.• Requires Stratagy Release 4 software or higher.

1. Using a word processing program, for example Microsoft Word, create a document that contains the text and graphics you want for a fax cover page (sample shown at right).

2. Using the StratagySES Fax printer driver, save locally as a tiff file.

3. Open the document using the Kodak Imaging utility that comes with Windows.

4. Insert annotation fields in the desired locations on the cover page and enter one of the listed commands in each field. The commands are filled in during fax printing. Sample shown at right. The following are the self-explanatory command names currently supported:

@FROM @TOCOMPANY@FROMCOMPANY @TOEMAIL@FROMFAX @RE@FROMPHONE @REF@FROMMAIL @COMMENT@TO @PAGES@TOFAX @DATE@TOPHONE




FaxFax Document Conflict

6-10

All fields except the @COMMENT field will display the text on a single line. The text is aligned to the left border of the field and is vertically centered. The @COMMENT field will display the text on multiple lines aligned to the left-top corner of the field. Make sure the annotation field is sized appropriately for the text that will be inserted into it.

5. Save the template as a tiff file.

6. Open SES Fax Client configuration applet in Control Panel, go to “Cover page” and set the location of the template you just created.

Note The template can reside on any network drive that is accessible by the Stratagy ES server.

Step 10: (Optional) Set Notify Record(s)� Using the Notify Tab Screen in the Mailbox Editor Menu, set notify records to e-mail the user

that the Stratagy ES fax was transmitted successfully or that a fax transmission error occurred. See EmailFaxNotify on page 5-37 and Fax Failure and Fax Success on page 5-38 for detailed instructions.

Fax Document ConflictWhen performing fax applications, there is a possibility of a fax document transmission failure if a document with an identical file name is simultaneously being uploaded into Stratagy ES. This would occur in documents that are frequently in need of alteration, such as mortgage rates.

Stratagy ES, as well as most programs that rely on database files, cannot modify a file that is currently opened for another application. To circumvent this problem, users should not attempt to upload fax documents to file names that are currently in the process of being transmitted to callers.

It can be difficult for users to know if the document that needs to be altered is in the process of transmission.


FaxClient PC Fax Printer Driver

Fax

Client PC Fax Printer DriverNote This procedure can only be performed from a remote PC running Windows XP/2000/ME/

98 and Windows NT, and connected to the Stratagy ES by a TCP/IP network. The Client must be present during part of this procedure in order to enter his/her security code.

Install/Configure Stratagy ES Fax Printer Driver on Client PC1. Insert the Stratagy ES CD-ROM that came with the system into the CD-ROM drive. The

Software Menu screen displays.

2. From the Software Menu screen, select Client Fax Printer Driver. The Welcome screen for the installation program displays. Follow the prompts and accept the screen defaults. When the install is complete the SES Fax Client Setup screen displays (shown right).

3. In the Host name: field on the SES tab screen, type the computer name or IP address for the Stratagy ES.

4. Click on the Login tab (shown right).

5. Have the Client fill in the following fields on the screen:

• Mailbox Id – Type the mailbox number in the Stratagy ES.

• SAC – Type your mailbox’s security code.

• Verify SAC – For verification, type your mailbox’s security code again.

6. (Optional) The Client can now click on the Cover Page tab and fill in the fields on that screen or he/she can wait until they are ready to use the feature to configure the Cover Page tab screen. For instructions on filling in these fields, see Appendix A of the Stratagy ES User Guide.

7. When finished, click OK and reboot the PC.

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Automatic Speech Recognition (ASR) 7

Note The ASR Feature Group is not currently supported by the Stratagy iES16 and iES32.

Automatic Speech Recognition (ASR) is the term for recognizing human speech. It is used to create a more natural way of interacting with machines.

ASR functionality is dynamically allocated as a resource or channel to a Stratagy ES voice port. This means that a channel of ASR resources is only tied to a voice port for as long as the Stratagy ES software dictates its need. If the voice port no longer requires the channel or resource, it is freed up to be used by another port. Therefore, to estimate the amount of ASR channels a system may require, you must first estimate how many Stratagy ES voice ports will simultaneously need access to ASR resources.

The ASR AA Feature Group is a speech enabled Automated Attendant Feature Group that supports up to 250 names in its directory, and comes with a User Login and Quick Message feature. The ASR AA Feature Group enables the user to call Stratagy ES and:

• speak a user’s name to reach an extension

Note Stratagy ES can be configured to recognize variations of a user name such as Bill, Billy, or William, and be directed to the proper mailbox. Synonym names are not included in the 250 name limit of the ASR AA. The mailbox user name and all synonyms for that user name are counted as one.

• speak a command to log in to his/her mailbox

Note The system is pre-programmed for several commands to log into a mailbox. They are: mailbox login, mailbox logon, user login, user logon, access mailbox, and log me in. Additional phrases can be added, if desired.

• say “send message” or “quick message” to send a message to a user

ASR AA Version 2 Software FeaturesVersion 2 of the ASR Automated Attendant (AA) Feature Group includes the following features:

• An ASR AA administration page for mailbox users within the Mailbox Editor of Stratagy ES Administration, which provides:

• The ability of creating synonyms for a user’s name. For example, a user with a name of John Dart can also be assigned alternative names; e.g., Johnny, Jonathan, and if spoken by a caller still routes to the proper mailbox.

• Option settings for assigning a mailbox’ ASR AA privileges; e.g., auto attendant transfer, user log in, and direct messaging. For example, the Log in setting would facilitate users who wish to use ASR to log into their mailbox, but wish to restrict callers from using the ASR feature to reach their extension, or leaving them a message.

• Callers who press star ( ) while listening to a user’s personal greeting can initiate the mailbox log in process.


Automatic Speech Recognition (ASR)ASR AA with Continuous Speech Processor

7-2

• The ASR AA application coordinates with the Stratagy ES System Configuration table to determine whether the entered mailbox number or security code is subject to the fixed-digit parameters.

• Stratagy ES voice ports configured for ASR AA can now intercept incoming calls from fax devices sending CNG fax tone and dispatch the call to the pre-configured mailbox for accepting incoming fax messages.

• The mechanism to synchronize the Stratagy ES database with that of the ASR engine directory has now been embedded as a drop-down menu choice in Stratagy ES Administration.

ASR AA with Continuous Speech ProcessorThe ASR AA feature is only supported as a host-based application. The resident processor within the computer provides the processing power for ASR, no additional speech-related hardware is required. Adding other processor intensive applications, such as TTS may require the Stratagy ES CPU be upgraded.

The ASR AA Feature Group includes two channels of ASR resources. Additional ASR resources can be purchased in two channel increments (up to a maximum of eight channels).

Important! Ports that are configured for ASR AA can only accept inbound voice mail integration using Simplified Message Desk Interface (SMDI). Dual Tone Multi-frequency (DTMF) in-band integration is not supported on these ports. If DTMF integration is necessary, additional ports not configured for ASR AA are required.

Hardware/Software RequirementsThe following requirements apply for an ASR system:

• the Stratagy Activation Module (SAM) must be activated for the feature by placing an order for the ASR AA Feature Group (part number SES-FG-ASR-AA)

• ScanSoft® SpeechWorks® software (This software is provided on the Stratagy ES software CD-ROM that ships with each system.)

• Stratagy ES ASR is only available using a D/41JCT-LS or D/120JCT-LS voice board. The D/41JCT-LS is capable of handling four ports of ASR or four ports of fax. The D/120JCT-LS is capable of handling either four ports of ASR or four ports of fax BUT not both.

Prior to Installing• We recommend that you back up your database prior to starting any upgrade procedure.

• Make sure you have all the necessary parts and tools.

• Since all of the procedures require Stratagy ES be out-of-service, coordinate with the customer a time for Stratagy ES to be taken off line.


Automatic Speech Recognition (ASR)ASR Installation

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ASR InstallationImportant! ASR requires either a D/41JCT-LS or D/120JCT-LS voice board. If your system does

not already have one installed, see the Installation Guide for the system you are installing and Chapter 2 – Installation for installation instructions.



2. Verify that the ASR settings display in the lower left-hand corner.

3. (Optional) If the screen does not show the ASR feature activation, go to “Upgrade SAM” on page 14-9 and perform the upgrade.

Step 2: Stop Stratagy Enterprise Server

2. Click Stop. The screen displays “Stop Pending” and then “Stopped.”

Step 3: (Optional) Install Stratagy ES UpdateIf the latest software version of Stratagy Enterprise Server is not resident on the Stratagy ES hard drive, you should load the Stratagy ES update and Administration.

� To verify the version of software currently installed, view the version.txt file in the Stratagy ES directory.

� From the Software Menu screen, select Software Component Update. The update prompts you for the pathname etc. Accept the defaults. When the installation is complete, you are asked to restart your computer.

Step 4: Install SpeechWorks SoftwareThis software is provided on the Stratagy ES software CD-ROM that ships with each system.

1. Insert the Stratagy ES Software CD-ROM into the CD-ROM drive. The Software Menu screen displays.

2. Select SpeechWorks. The Welcome screen displays.

3. Follow the prompts until the Select Components screen displays. Select SpeechWorks Runtime and Documentation options. Remove the check from SpeechWorks SDK. Click Next.

4. Click Next to accept the default on all screens until the SpeechWorks Configuration Tool screen displays.

5. Select Dialogic Host in the Integration Type field and click OK.

6. Click Finish. The setup is complete.7. Reboot the server.


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Step 5: Load ASR AA SoftwareNote Loading the ASR AA software creates Mailbox 900 and a scheduled automatic directory

synchronization in the Configuration Scheduler.

1. From the Software Menu screen, select ASR AA. The Welcome screen displays.

2. Click Next to accept the default on all screens until the Select Components screen displays. On the Select Components screen, select the appropriate ASR Auto Attendant version. Click Next.

3. Accept the defaults on the remaining screens. When the installation is complete, reboot the server.

Step 6: Add Answer Method for Mailbox 9001. Restart Stratagy ES Admin.


...or from the Stratagy Administration Main menu, click Configuration > Answer Methods. The Configuration Properties screen with the Answer Methods Tab displays (shown at right).

4. Click Add. A blank line displays below the other entries.

5. Place the cursor in the Answer Method Name field and type ASR_AA. Press Enter. The entry cannot be longer than 34 alphanumeric characters. An underscore is allowed (e.g., Default_Name).

6. Using the drop-down menu, select 900 as the Greeting User Agent.

7. Select the defaults for the next two fields.

8. Click OK. A dialog box displays.


Step 7: Add Voice Port Definition for Mailbox 900

2. Using the drop-down menu, select the ASR_AA in the Answer Method field.

3. Click OK. A dialog box displays.



1. From the toolbar, click the Voice Ports icon

...or from the Stratagy ES Administration Main Menu, click Configuration > Voice Ports. The Configuration Properties screen with the Voice Ports Tab displays.

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Step 8: Modify Operator Mailbox

Note This enables the user to say “Operator help” at anytime during the speech recognition process and reach the operator in case of difficulties.

2. At the bottom of the Mailbox Editor screen, double-click the Mailbox listing for the “0” mailbox

...or type the mailbox number and click Refresh. The Mailbox Editor screen displays the data for mailbox “0.”

3. From the User Mode Options screen, type “Help” in the Name2 field.

4. Click Apply. The changes are added to the Stratagy ES database the next time Stratagy ES service is shutdown and restarted.

Step 9: Record Greetings for ASR AA

Note For more details on recording greetings, see the Stratagy ES User Guide.

1. Enter Stratagy ES’s extension. Stratagy ES answers.

2. Press� ��.

3. Enter the security code (default is 900997) + �.

4. From the Main menu, press �. The Manage Mailbox menu plays.

5. Press �. The Change Your Greeting menu plays.

6. Enter the greeting number you want to change or add (�~�).

7. Press � to record the greeting (speak slowly and clearly). Press � when done. You are prompted to record the company greeting.

8. (Optional) After recording, you can press:

Note You can repeat options 1~3 below as many times as you wish.

� Review recording. The complete greeting plays.

� Re-record. Press � when done. The system prompts you to record at the beep.

� Append recording. Press��when done. Appending a greeting enables you to add information to the end of your already recorded greeting. The system prompts you to record at the beep.

� Cancel recording. The greeting is canceled. The system returns to the previous menu.

� Save recording. Stratagy ES tells you that greeting (number) has been recorded and returns to the previous menu. Again, you are given the option to review or record over the greeting you have just recorded.

9. Press � to return to the previous menu. You are given the option to record another greeting.

10. Press � and select another greeting number (�~�).


...or from the Stratagy Administration Main menu, click User Agents > Edit User Agents > Mailbox. The Mailbox Editor screen displays.



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11. Repeat Substeps 1~9 for any additional greetings you want to record. When you are finished recording greetings, pressing � in Substep 9 takes you back to the Manage Mailbox menu.

Important! The last greeting selected or recorded is the greeting that callers hear as your mailbox greeting.

12. Press �. The Instructional Greeting Menu plays.

13. Repeat Substeps 1~9 as often as necessary to record the instructional greeting(s).

14. To return to the Main Menu, press��. Stratagy ES plays the Main Menu options.

Step 10: Select Greetings1. From the Stratagy ES Administration Mailbox Editor menu, access Mailbox 900.

2. Using the spin button on the Auto Attendant tab screen, select the greetings that will play for the Selected greeting and Selected instructional greeting fields. (See Chapter 5 – Voice Processing for instructions on the Mailbox Editor screens.)

3. (Optional) On the Auto tab screen, you can schedule the greetings to play on specified days and times.

Step 11: (Optional) Add Aliases for Login and Sending Messages

The ASR AA Feature Group enables the user to call Stratagy ES and:

• speak a command to log in to his/her mailbox

Note The system is pre-programmed for several commands to log into a mailbox. They are: mailbox login, mailbox logon, user login, user logon, access mailbox, and log me in. Additional phrases can be added, if desired.

• say “send message” or “quick message” to send a message to a user

� To modify the User Login and/or Quick Message features

� Modify the system parameter settings shown in the table below. See “Modify System Parameters” on page 4-29 for instructions on modifying the settings for these ASR parameters.



sys_asr_login_aliases

Aliases for the word Login. To be used in ASR Auto Attendant. Every alias to be separated by a space and multiple words in an alias to be connected with an underscore. Please also add an aslia.vox file in the StratagyES\Scripts\ASR_AA_data\prompts directory.

Default: user_log_in mailbox_log_in log_me_in access_mailbox mailbox_log_on user_log_on

sys_asr_sendmsg_aliases

Aliases for the word send_message. To be used in ASR Auto Attendant. Every alias to be separated by a space and multiple words in an alias to be connected with an underscore. Please also add an alias.vox file in the \StratagyES\Scripts\ASR_AA_data\prompts directory.

Default: quick_message



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Step 12: Synchronize the Stratagy ES Database with the ASR Database

To complete the installation of the ASR Auto Attendant application it is necessary to synchronize the Stratagy ES database with that of the ASR application.

1. Select Tools from the Stratagy ES Administration Main Menu.

2. Select ASR Sync. A dialog box is presented confirming your request for synchronization.

3. Click OK.

Step 13: Stop and Restart the Stratagy ES Server Service

Step 14: (Optional) Add User Name Synonym(s) for Mailbox(es)

Note ASR AA v.2 software must be installed for this step.

There is no limit to the number of synonyms that can be created for any one mailbox. The synonym name entered should include the last name for quicker interpretation by the speech application. However, a single name can be listed as well. If there is more than one mailbox that lists the same synonym, then the Stratagy ES gives the caller the ability to choose the correct name by playing the recording assigned to the synonym.

For synonym entries to become active, it is necessary to make a corresponding name prompt recording. If a recording is not made, the synonym is ignored by the ASR application. After synonyms have been added for a mailbox, it is necessary to synchronize the additional name(s) with the ASR application before the new synonym(s) are recognized.

1. Select the desired mailbox.

2. Click on the ASR Auto Attendant tab (see “ASR Auto Attendant” on page 5-45).

3. In the provided box labeled “Phone #,” enter the extension number of the telephone that can be used for recording the corresponding synonym name. Once entered, this number remains consistent for administration of other mailboxes.

4. Click New. A new line becomes active.

5. Type in the new synonym name. When finished, press the Tab key.

6. Click Record (located beneath the phone number entry). The Record button changes to a Stop button. After a few moments, the defined telephone begins to ring.

7. Go off-hook on the telephone. A short tone should be instantly heard.

8. Record the name that corresponds with the synonym. When finished click Stop.

9. (Optional) Click Play to review the recording or Record to re-record, if necessary.

10. Once a name prompt has been recorded, the administration screen displays a telephone icon in the Prompt column.

Note If the synonym name is added but a recording is not made, a red circle icon displays in the Prompt column next to that name, indicating that a recording does not exist and the synonym is not active.

11. When you are finished adding synonyms, select Tools > ASR Synch. This synchronizes the Stratagy ES database with the ASR database and makes the new synonyms active. A dialog box is presented for confirmation.

12. Click OK.


Automatic Speech Recognition (ASR)Automatic Directory Synchronization for ASR AA Feature Group

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Step 15: Verify System’s Basic Functions� Follow the instructions in Chapter 2 – Installation to verify that the Stratagy ES’s basic

functions are working.

Step 16: Check Stratagy ES Components Screen1. Click Stratagy ES Components icon. The Stratagy ES Components screen displays.

2. Click Resource. Check that ASRHost is listed on the screen.

Automatic Directory Synchronization for ASR AA Feature Group

With Automatic Directory Synchronization, the ASR AA receives user information from the Stratagy ES mailbox database. Only mailbox users who have their full names added to the User Mode Options Name1 and Name2 fields and have recorded their names are added to the directory used by the ASR AA.

After a new mailbox has been added in the Stratagy ES, the Automatic Directory Synchronization routine updates the ASR AA directory with the new entry. The ASR AA then automatically translates the new name into an accurate phonetic pronunciation based on standard English speech patterns.

The directories for the Stratagy ES mailboxes and the names directory of the ASR Automated Attendant are two separate directories in the system. For the ASR AA to function properly, the names in both directories must be synchronized.

When ASR AA V.2 software is installed on the Stratagy ES, a routine is added to the Scheduler table to automatically synchronize these two directories on a daily basis.


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Unified Messaging (UM) 8

The Unified Messaging (UM) Feature Group enables users of the Stratagy Enterprise Server to retrieve their voice and fax messages, along with their e-mail messages from within an e-mail client inbox screen.

The Unified Messaging (UM) Feature Group requires the Stratagy ES to communicate with multiple client computers simultaneously, so that voice and fax messages can be delivered from the Stratagy ES to a user’s desktop.

To enable the UM feature, the following must be present on the Stratagy ES:

• Fax Feature Group, if required (for the fax element of UM). See Chapter 6 – Fax for details.

To enable the UM feature, the following must be present on the Client PC:

• Stratagy ES Outlook Integration software (for Microsoft Outlook users)

• Toshiba Audio CODEC driver

In addition, the following must be electronically activated by Toshiba:

• The Unified Messaging Feature Group (SES-FG-UM). The UM Feature Group includes five free UM client seats.

• Additional UM client seats offered in increments of 10 (SES-UM-10-SEATS), 25 (SES-UM-25-SEATS), 50 (SES-UM-50-SEATS), and unlimited (SES-UM-UNLIMIT). Each seat allows Unified Messaging privileges for one mailbox. These seats cannot be shared, which means each seat is permanently assigned to a mailbox. So if 25 users want UM privileges, 25 seats will be required.

Feature DescriptionWhen installed, the Stratagy ES exists as a peer Simple Message Transport Protocol (SMTP) server on a network along with the e-mail server. When new voice and fax messages arrive, the Stratagy ES generates an e-mail message that is sent to the e-mail server using the SMTP standard. The actual content of the message is dependent on the UM integration scheme that is in use (see “Microsoft Outlook Integration” on page 8-2 and “Internet Protocol Integration” on page 8-4for details). When the user logs in to his/her e-mail account, the Stratagy ES voice and/or fax messages display in that e-mail inbox.

To communicate with an e-mail server, the Stratagy ES uses SMTP/POP3/IMAP4 Internet standards. By integrating solely on the principles of these standards, the Stratagy ES can incorporate a UM solution with any e-mail server that supports these same standards. In this day and age of the Internet, most e-mail server products, from Microsoft Exchange to inexpensive shareware software, is compliant to these Internet standards.


Unified Messaging (UM)Voice File Compression

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Voice File CompressionStratagy ES voice messages are transported to the e-mail client as .wav files. A .wav file consists of a voice file with a header attachment that defines the voice compression algorithm that was used to record the voice file.

Stratagy ES Unified Messaging sends voice files with the same low frequency compression algorithm that is used to store voice messages on the system’s hard drive. By default this compression algorithm is Adaptive Delta Pulse Code Modulation (ADPCM) 32K or 4 bit x 8 kilohertz.

Using a low compression algorithm means that the bandwidth of the network should not be adversely affected by the periodic transport of these .wav files. For example, a voice message lasting one minute, which is double the time of an average message, creates a voice file just under 250K.

ComponentsTo program the Stratagy ES for the Unified Messaging Feature Group, you must configure two components — Server and Client. (See Step 6: Configure User Mailboxes for UM on page 8-7.)

Server ComponentsIn the Stratagy ES, you must configure a mailbox by:

• Designating the e-mail server location, as well as that mailbox user’s account information in the e-mail server

• Setting a few UM System Parameters (see Step 7: Configure Stratagy ES System Parameters on page 8-7.)

Note Keep in mind that every mailbox within Stratagy ES can be configured to communicate with a different e-mail server.

Client ComponentsThe Stratagy ES provides two solutions for UM, called Microsoft Outlook Integration and Internet Protocol (IP) Integration. These two solutions depend on the e-mail client that a customer is using.

Microsoft Outlook Integration

The Stratagy ES has a proprietary integration designed to work with Microsoft Outlook. With this proprietary integration, the Stratagy ES can provide custom functionality, while remaining within the Internet standards.

Note Though there is an Outlook integration for Stratagy ES UM, this does not imply that Microsoft Exchange must be the e-mail server. Stratagy ES works with any standards compliant e-mail server. In fact, Outlook itself works with any standards compliant e-mail server.

Here’s how it works. When the Stratagy ES receives a voice or fax message, it sends a reference (header information) of that message to the e-mail server, not the entire message containing the voice file. This method cuts down on network traffic and e-mail server storage. When the user logs on to his/her e-mail account, the referenced message is listed in the Inbox. When the user selects a Stratagy ES message, the proprietary integration, goes directly to the Stratagy ES and requests the message be downloaded to the client, bypassing the e-mail server. Once the message has been successfully downloaded, Outlook launches the Stratagy ES proprietary Message Window or form.


Unified Messaging (UM)Components

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Microsoft Outlook presents messages in screen images called Forms. Microsoft Outlook enables developers to create custom Forms for specific types of messages. Toshiba uses this ability to create a proprietary Form that launches exclusively when Stratagy ES voice and fax messages are selected. This Form (see example below) contains feature buttons that enable a user to control the playback of voice messages and the launching of fax viewer programs. The proprietary Form can be configured to play the voice messages either over the client computer’s multimedia speakers, or for more privacy, the Stratagy ES can call a predefined telephone number, so that messages can be played over the telephone’s handset.

Note When you listen to and delete a Stratagy ES message by telephone, the e-mail listing is not deleted from the Outlook screen. If you click on the screen listing, you are alerted that the message has already been deleted by telephone. You must now delete it from the Outlook screen.

When a fax is included in the selected Stratagy ES message, the proprietary Form displays a fax button. When this button is selected, the proprietary Form launches any application that has been defined on the client computer to view files in the standard Tagged Image File Format (TIFF).

Important! Stratagy ES proprietary Microsoft Outlook integration is only supported on Windows 2000 Workstation 2000, or higher, and Outlook 2000 or higher.

Due to the nature of the communication between the Stratagy ES and the Outlook Client, this solution may not be workable for some customer’s remote users. To encompass security concerns, remote users will need to be set up in a Virtual Private Network (VPN). If this type of connection is not available remote user’s mailboxes should be configured for Internet Protocol (IP) integration. The IP Integration should be selected for users retrieving e-mail via Microsoft’s Outlook Web Access.

Voice Reply

Voice Forward

Playback Slide

Multimedia Buttons

Standard Outlook Toolbar

Telephone Playback

Fax Viewer

Configure Stratagy Voice Mail Button

Record Stratagy Voice Message Button

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Multimedia Buttons

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Internet Protocol Integration

In addition to the Microsoft Outlook integration, the Stratagy ES offers UM features to any e-mail client that supports the Internet standards (e.g. Eudora Pro, Netscape Messenger). This is called Internet Protocol (IP) Integration.

Since there is a wide range of Internet compliant e-mail clients, not all of the proprietary integration features can be used. Though not as proficient as the Microsoft Outlook Integration, the Internet Protocol Integration provides limited UM capabilities for users who wish to use an e-mail client other than Microsoft Outlook.

Some of the more substantial differences between the Microsoft Outlook and Internet Protocol integrations are:


Note Can be chosen along with IMAP4 or POP3.

Stratagy adds a Message Disposition Notification (MDN) request when it sends a voice/fax message to the e-mail server. When the user opens up a voice/fax message (sent by Stratagy), a MDN is sent to Stratagy voice mail. As soon as Stratagy receives the MDN, it deletes or saves the messages in the user’s mailbox.

SAM Upgrade ProcedureTo add the Unified Messaging Feature Group and the client seat licenses to a Stratagy ES, the Stratagy Activation Module (SAM) needs to be upgraded. No additional software is needed; however, a service pack or Software Component Update (SCU) as it is called in the Stratagy ES, may need to be installed to correct software issues that were found during the testing of UM.

The proper SCU is included on the same Stratagy ES Software CD-ROM that contains the Stratagy ES Outlook Form software. Consult TSD’s Internet FYI website for updated Technical Bulletins, or contact Toshiba Telecom Technical Support.

Outlook Integration Internet Protocol Integration

Only a reference of a message is sent to the e-mail server by the Stratagy ES. The actual message is sent directly to the client PC.

The entire message is sent to the e-mail server by the Stratagy ES.

Message selection launches Stratagy ES proprietary Form.

Message selection launches the e-mail client’s standard message screen with an audio (voice message) and/or image (fax) file attachment.

Provides embedded control keys for voice message playback.

A separate multimedia program must be launched to play the voice message.

Messages can optionally be played over a telephone. Messages can only be played over multimedia speakers.

Provides an additional Address Book for Outlook that synchronizes with Stratagy ES mailbox directory.

Individual user must manually add addresses to an Address Book.


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InstallationThe following steps comprise the UM installation.

Performed on the server:

• Step 1: Verify SAM is Feature Activated

• Step 2: (Optional) Stop Stratagy Enterprise Server

• Step 3: (Optional) Install Any Stratagy ES Software Component Updates (SCU)

• Step 4: (Optional) Install Fax Software

• Step 5: Start Stratagy ES

• Step 6: Configure User Mailboxes for UM

• Step 7: Configure Stratagy ES System Parameters

Performed on the client PC:

• Step 8: Install Stratagy ES Audio Codec

• Step 9: (Optional) Install Stratagy ES Proprietary Outlook Integration Software on Client PCs

• Step 10: Installing Stratagy ES Services in Microsoft Outlook

• Step 11: Configure Stratagy ES Proprietary Outlook Form

• Step 12: Confirm Host E-mail Server’s Configuration


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UM Installation on Server

Step 1: Verify SAM is Feature Activated1. From Windows 2000, click Start > Programs > Stratagy Enterprise Server Administration >

SAM Query.

2. Verify that the Unified Messaging Feature Group and the required number of Unified Messaging Client licenses have been enabled (sample screen shown at right).

3. (Optional) If the screen does not show the UM feature activation, go to “Upgrade SAM” on page 14-9 and perform the upgrade.

Step 2: (Optional) Stop Stratagy Enterprise Server

Important! Steps 2 and 3 are only required if you are upgrading the SAM or the Stratagy software.


Step 3: (Optional) Install Any Stratagy ES Software Component Updates (SCU)

Note Software Component Updates are posted on FYI. From the Home Page, click Technical Services > Software (Voice Processing). Scroll down to Stratagy ES.

If the latest software version of Stratagy Enterprise Server is not resident on the Stratagy ES hard drive, you should load the Stratagy ES update and Administration.


� From the Software Menu screen, select Software Component Update. The update prompts you for the pathname etc. Accept the defaults. When the installation is complete, you are asked to restart your computer.

Step 4: (Optional) Install Fax SoftwareSee Chapter 6 – Fax for detailed instructions on the installations.


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Step 5: Start Stratagy ES

2. Click Start Now. The Server starts up and the screen displays a Pending status. Once the startup is successful, the screen displays the Running status. It is recommended that you leave this screen displayed on the desktop.

Step 6: Configure User Mailboxes for UM

2. At the bottom of the Mailbox Editor screen, click the Mailbox listing for the mailbox to be modified. The Mailbox screens display.

3. Click the Unified Messaging tab.

4. Make your changes to the screen based on the field descriptions found in Table 5-9 on page 5-42.

5. Configure additional mailboxes for UM as needed.

Step 7: Configure Stratagy ES System ParametersFor UM to operate correctly, you must check the UM configuration parameter settings in the Stratagy ES system and modify their settings appropriately. See “Modify System Parameters” on page 4-29 for instructions on modifying the settings for the Unified Messaging parameters shown in Table 8-1.



…or from Stratagy ES Admin Main Menu, click User Agents > Edit User Agents > Mailbox. The Mailbox Editor screen displays.



sys_smtp_retry_countDefines the maximum number of retries for sending voice or fax messages to the E-mail server.

Default: 5

sys_smtp_retry_delayNumber of milliseconds Stratagy ES waits between retries for sys_smtp_retry_count.

Default: 60 (milliseconds)

sys_smtpserver_gateway

Configures a dedicated SMTP Gateway server in SES. Enter the Gateway server’s Name or IP Address and Port Number.Example: Elmer;9875

Note The server name and the port number should be separated with a blank, a comma, or a semicolon.

Default: blank

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sys_smtpserver_host

Stratagy ES hosts its own internal SMTP server in order to support the UM feature. SMTP servers require host names to identify them in an SMTP transmission. This parameter defines the host name for the Stratagy ES SMTP server.

The host name is used as a part of the source address of an UM message sent to an e-mail server. For example, if the sys_smtpserver_host parameter is set to “stratagyes,” then an UM message from mailbox 200 would have a source address of “200@stratagyes”.

In most cases using the computer name of the Stratagy ES server is sufficient. However, Toshiba recommends that you confirm the appropriate host name for the Stratagy ES SMTP server with your site System Administrator.

Default: blank

sys_smtpserver_maxconn

Defines the maximum number of connections allowed to this Stratagy ES SMTP server by client applications. If set to zero, then the server is not available to the client.

UM client seats are fixed to mailboxes. This value can be used to limit net work traffic, if necessary.

Default: 10

sys_smtpserver_types2accept

Defines MIME types that this Stratagy ES server accepts as voice messages.

Note There is no validation for this field.

Default: audio/x-wav audio/wav audio/microsoft-wave

sys_um_directory_suffix

Text value to be appended to the From field when sending Unified Messaging e-mails.

Default: None

sys_um_subject_fax_only

Appears in Subject field on Message inbox to identify the type of message received.

Default: Stratagy Fax Message

sys_um_subject_voice_only


Default: Stratagy Voice Message

sys_um_subject_voicefax


Default: Stratagy Voice and Fax Message

sys_um_unknown_name

Configures a name for unknown senders in SES.

Example: Anonymous, unspecified

Note Some anti-spam filters do not pass on e-mail from ambiguous sources. Check with your e-mail administrator for acceptable entries.

Default: unknown




Unified Messaging (UM)Client PC Installation

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Client PC InstallationStep 8: Install Stratagy ES Audio Codec

When the Stratagy ES sends a voice message to an e-mail client (i.e., Microsoft Outlook or any other Internet compliant e-mail client), it sends the voice file as a .wav attachment. As was discussed earlier in this chapter, Stratagy ES’s default audio compression format is ADPCM 32KHz. Most computers do not normally have a driver for this compression format, therefore, a new driver must be installed on each client PC using Stratagy ES’s UM.

1. Before beginning, close all open programs.

2. Insert the Stratagy ES software CD-ROM in the target computer.

3. Click Unified Messaging Software.

4. From the Software Menu, click SESAudioCodec. The SESAudioCodec screen displays (shown at right).

5. Select a target directory on your computer for the installation of temporary files for the install or just click Finish to select the Temp directory as a default.

Stratagy ES extracts the appropriate files.

6. Click OK on the remaining screens.

Step 9: (Optional) Install Stratagy ES Proprietary Outlook Integration Software on Client PCs

Important! Stratagy ES proprietary Outlook integration is only supported on Outlook 98 and Outlook 2000 and Windows 98 or higher.

This step is only for users who want to use Microsoft Outlook for UM and whose PCs have a direct network access to the Stratagy ES.

Prior to Installation

Note This procedure enables you to register the Stratagy ES Proprietary Form and is required for Windows 98 users only.

In order to install the Stratagy ES Proprietary Outlook software, Microsoft Outlook must be configured for Corporate or Workgroup. To verify Outlook’s configuration, click on the Help menu option, and then About Microsoft Outlook. If either the word Corporate or Workgroup appear in the dialog box, continue with the installation process below. If Corporate or Workgroup is not displayed, contact your Network Administrator for instructions on reconfiguring Microsoft Outlook for Corporate or Workgroup before continuing.

Installation

1. Insert the Stratagy ES Software CD-ROM into the CD-ROM drive of the client computer. The Software Installation Menu displays.

2. Click on the icon labeled SES Outlook Integration. The Welcome Screen displays.

3. Click Next. The Address Book Work Directory screen displays.

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4. Click Next to accept the default folder.The Server Information screen displays (shown at right).

5. Type the Stratagy ES mailbox number of the computer user in the Mailbox field.

6. Type the Stratagy ES computer name or IP address in the Server field. This is required for the Stratagy ES Outlook Integration to work properly.

7. In the Domain field, type the name of the Domain in which Stratagy ES resides.

8. Click Next. The Merge .INI Files screen displays (shown at right).

9. Select Merge with existing MAPISVC.INF and click OK to merge the files. The Warning: Opening “Untitled” screen displays.

Important! Always select Merge for this step.

10. Click Enable Macros.

Important! Always select Enable Macros for this step.

11. Restart Outlook.

Note During the Stratagy ES Outlook Integration software installation on some computers, an error may appear stating that the MSVBVM60.dll file could not be found. This is typically followed with an error stating that formpublish.exe could not be launched. To address this issue locate and launch the vbrun60 file on the Stratagy ES software CD-ROM.

Step 10: Installing Stratagy ES Services in Microsoft OutlookNote If the IP Integration has been configured for the user, skip this step and go to the next step.

In order for Stratagy ES Unified Messaging to use Microsoft Outlook Integration more efficiently, two Services need to be installed on each client PC. These two Services are the Stratagy ES Address Book and the Stratagy ES Transport Provider.

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Using Outlook 2000/98

Installing Stratagy ES Address Book

The Stratagy ES Address Book provides users an efficient means to address messages created with the Stratagy ES Outlook Client for delivery to Stratagy ES mailboxes.

Important! This Address Book can only be installed after the Stratagy ES Proprietary Outlook Integration has been successfully installed.

1. From the Outlook menu click Tools > Services tab.

2. From the Services page, click Add. The Add Service to Profile box opens.

3. In the Add Service to Profile list, scroll down and highlight the Stratagy ES Address Book.

4. Click OK. A configuration page displays with the user information greyed out because it was entered during the installation of the Stratagy ES Proprietary Integration. The only editable field is the selection of the method in which the Stratagy Address Book should sort user names.

5. Select either Name1 Name2 or Name2 Name1. These values refer to the Name 1 and Name 2 fields in the Mailbox Editor screens of Stratagy ES Administration.

6. Click OK, and the Stratagy ES Address Book appears in the Services list.

Install Stratagy ES Transport Provider

1. Highlight the Stratagy ES Transport Provider in the Add Service to Profile list.

2. Click OK. A configuration page is presented to confirm the information that was entered during the installation of the Stratagy ES Proprietary Integration in Step 9.

3. Click OK and the Stratagy ES Transport Provider appears in the Services list.

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Using Outlook XP/2002/2003

Installing Stratagy ES Address Book

The Stratagy ES Address Book provides users an efficient means to address messages created with the Stratagy ES Outlook Client for delivery to Stratagy ES mailboxes.

Important! This Address Book can only be installed after the Stratagy ES Proprietary Outlook Integration has been successfully installed.

1. From the Outlook menu click Tools > E-mail Accounts.

2. From the E-mail Accounts screen (shown right) under Directory, select Add a new directory or address book. Click Next.

3. From the Directory or Address Book Type screen, select Additional Address Books. Click Next.

4. From the Other Address Book Types page, select Stratagy ES Address Book. Click Next.

A configuration page displays with the user information greyed out because it was entered during the installation of the Stratagy ES Proprietary Integration. The only editable field is the selection of the method in which the Stratagy Address Book should sort user names.

5. Select either Name1 Name2 or Name2 Name1. These values refer to the Name 1 and Name 2 fields in the Mailbox Editor screens of Stratagy ES Administration.

6. Click OK. The Stratagy ES Address Book appears in the Directories and Address Book list.

Install Stratagy ES Transport Provider

1. From the E-mail Accounts screen under E-mail, select Add a new e-mail account. Click Next.

2. From the Server Type page, select Additional Server Types. Click Next.

3. Highlight the Stratagy ES Transport Provider in the list on the Additional Server Types page. Click Next.

A configuration page is presented to confirm the information that was entered during the installation of the Stratagy ES Proprietary Integration in Step 9.

4. Click OK and the Stratagy ES Transport Provider appears in the E-mail Accounts list (shown right).

5. Restart Outlook for changes to take affect.



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MS Outlook 2003 Only

This procedure must be performed so that duplicates of messages marked for deletion do not display on your screen.

1. From the MS Outlook client, right click Toolbar > Advanced. The Advanced toolbar displays.

2. In the drop-down box, select Hide messages marked for deletion.

Step 11: Configure Stratagy ES Proprietary Outlook Form Once the Stratagy ES Proprietary Form has been installed some final parameters need to be set to complete the installation. These parameters can only be set up after the Proprietary Form is installed (see Step 9: (Optional) Install Stratagy ES Proprietary Outlook Integration Software on Client PCs on page 8-9).

1. On the client PC, launch Outlook.

2. From the Outlook main menu, click Tools.

3. Select Config Stratagy voice mail. The Stratagy ES Message Configuration screen displays (shown at right).

4. From the Media Setting tab screen, select a Playback/Record Option.

• PC Speaker/Microphone – Incorporates the multimedia properties of the client PC to playback and record Stratagy ES voice messages.

• Telephone handset – When a play command is issued for a voice message within the Stratagy ES Proprietary Form, Stratagy ES calls the number defined in the Telephone Number field and proceeds to play the voice message over the telephone handset.

5. Click on the User Information tab (shown at right).

Note Though the mailbox Server name/IP address number and Server domain name is entered during the installation process, these parameters display on this screen and can be changed.

6. Verify the user mailbox number in the Mailbox number field is correct.

7. Make sure the user enters his/her mailbox security code before attempting to play a Stratagy ES via the Outlook Client.

8. Verify the Server Name/IP Address of the Stratagy ES.

9. Verify the “Domain Name” in which the Stratagy ES resides.

Note If the machines involved in the UM network belong to a workgroup, leave this field blank.

10. Skip the Email password field. If the user is going to be using the e-mail Text-to-Speech (TTS) feature, they need to fill in this field. Follow-up with the user to make sure he/she fills in this field. (See Step 9: Set E-mail Password on page 9-4.)

Notes

• Without the password, the TTS e-mail feature does not work.

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• This password must match the E-mail Server (e.g., Exchange) account password for the TTS feature to work.

11. In the Synchronize StratagyES Address Book every ___ Days field, the user should type the interval (number of days) he/she wishes to have Outlook synchronize with the Stratagy ES for the latest directory updates. To disable automatic synchronization, type zero for the number of days.

Note After the specified amount of days, an automatic synchronization takes place.12. Click Apply.

Step 12: Confirm Host E-mail Server’s ConfigurationFor proper operation of the IMAP synchronization, it will be necessary for the host e-mail server to also be properly configured for IMAP compatibility. Each e-mail server is different in how this set up is performed. Consult with the customer’s System Administrator to make sure this protocol is operational.

SMTP Dedicated Gateway ServerAn optional SMTP Gateway server that is dedicated to Stratagy ES Unified Messaging can be configured to satisfy authentication constraint(s) required by the user’s e-mail server(s).

An SMTP Gateway may already be configured to operate on the end users e-mail network. If a Gateway is not configured, the SMTP Gateway server can be configured to reside on the Stratagy ES PC. When the SMTP Server is configured on the Stratagy ES PC the default TCP port number of 25 cannot be used. Toshiba recommends using a TCP port number higher than 1000 for the SMTP Gateway server. See “Configuration” on page 8-15 for details.

InstallationNote Skip these installation procedures if you already have the IIS Manager installed and

continue to the Configuration procedures.

� To open Internet Information Services (IIS) Manager

1. Click Start > Settings > Control Panel > Administrative Tools > Internet Services Manager.

2. Click Start > Run.

3. Type mmc c:\winnt\system32\inetsrv\iis.msc and click OK.

You can install IIS or select additional components by using the Add/Remove Programs application in the Control Panel.

� To install IIS

1. Click Start > Settings > Control Panel > Add/Remove Programs.

2. Select Add/Remove Windows Components and follow on-screen instructions to install, remove or add components to IIS.


Unified Messaging (UM)Record Stratagy ES Voice Messages (Using Windows Sound Recorder)

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Configuration

� To configure the Stratagy ES

� Set the following parameters:

• sys_smtpserver_gateway parameter (see “sys_smtpserver_gateway” on page 8- 7)

• sys_um_unknown_name (see “sys_um_unknown_name” on page 8-8)

Important! Always change the default on this parameter.

� To install TCP Port for SMTP Gateway Server

1. From the IIS Manager, right-click Default SMTP Virtual Server > Properties. The Default SMTP Virtual Server Properties screen displays (shown right).

2. Select the General Tab.

3. Click Advanced. The Advanced dialog box displays.

4. Select [All Unassigned] and click Edit.The Identification dialog box appears.

5. In the TCP port field, enter a custom TCP port number for the dedicated SMTP Gateway Server for Stratagy ES. Keep in mind that when you intend to use a custom TCP port for your services, you should always pick a number greater than 1000.

Note You cannot use the default TCP port number of 25 for the Gateway server if it resides in the same PC as the Stratagy ES (port 25 is being used for Stratagy’s own SMTP server).

6. Click OK.

7. In the Advanced dialog box, click OK.

8. On the General tab, click Apply.

Record Stratagy ES Voice Messages (Using Windows Sound Recorder)

This procedure explains one way in which to record a .wav file that can be sent into the Stratagy ES as a voice message. Other multimedia software can be used to perform this function provided that this software provides a way to set the recording compression rate. To use Microsoft Sound Recorder, perform the following:

1. From Windows 2000, click Start > Programs > Accessories > either Multimedia (Windows 2000) or Entertainment (Windows 98 & Windows 2000) > Sound Recorder.

2. Click Record (red button) and record your message through the multimedia microphone connected to your PC.

3. When finished recording, click on File and then Save As.4. Select a folder in which to save the .wav file.5. Enter a File name for the .wav file.6. Click Change. The Sound Selection window displays.


Unified Messaging (UM)Send WAV File as Voice Message

8-16

7. From the Name field’s drop-down menu, select Stratagy ES Format. The attributes should change to reflect the proper compression of 8.000 KHz, 4 Bit, Mono.

8. Click OK to close the Sound Selection window. The Save As window displays.9. If the target folder information is correct, click Save.

Send WAV File as Voice Message1. To send the .wav file into

Stratagy ES as either a new, reply, or forwarded voice message to a mailbox, attach the .wav file to an e-mail message (shown right).

2. Make sure that the address for the message is correct. The addressing convention for sending voice messages into a Stratagy ES is defined as <target mailbox number>@<system computer name.domain>.

Note As a quick tip, every time you get a Stratagy ES voice message from a Stratagy ES voice mail user, add that address to your personal address book.

If other Stratagy ES mailbox addresses are entered in either the To:, cc:, or bcc: fields, those mailboxes also receive your message.

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Text-to-Speech (TTS) 9

TTS is the term for converting text to computer-generated speech. It enables selected information from a computer database or e-mail messages to be read back to users.

The TTS/Email Feature Group enables e-mail messages to be read back to users via the Telephone User Interface (TUI). The TTS/Email Feature Group requires the Stratagy ES be equipped with the UM Feature Group and an e-mail password set.

Starting with Stratagy ES Release 4, the Stratagy ES TTS/Email Feature Group employs the ScanSoft ETI-Eloquence™ TTS system. ETI-Eloquence is a Speech Application Programming Interface (SAPI) compliant system from ScanSoft, Inc., a Toshiba TSD Platform Solution Provider.

With the TTS/Email Feature Group, individual mailbox users that have e-mail addresses can have their e-mail messages read to them. Each mailbox can be configured independently to query any e-mail service compatible with SMTP/POP3 for messages. If messages are present, Stratagy ES announces how many e-mail messages there are and if any of them contain attachments.

This gives users that do not have immediate access to their local network, the Internet, or even a computer, the ability to check for important e-mail messages from anywhere in the world. All that is required is a telephone.

Host (or CPU)-based TTSThe TTS feature is only supported as a host-based application. TTS uses the Stratagy ES’s native CPU to provide the processing power required, no additional speech-related hardware is required. This Feature Group includes the first two channels and has a maximum capacity of four channels of TTS that can be invoked simultaneously.

Hardware/Software RequirementsThe following requirements apply for TTS:

• the Stratagy Activation Module (SAM) must be activated for the feature by placing an order for the TTS Feature Group (part number SES-FG-TTS-ETI).

• ScanSoft ETI-Eloquence software

Note The TTS provides up to eight channels of TTS resources.


Text-to-Speech (TTS)Installation

9-2

InstallationThe following steps comprise the TTS installation.

Performed on the server:

• Step 1: Verify SAM is Feature Activated

• Step 2: Stop Stratagy Enterprise Server

• Step 3: (Optional) Install Stratagy ES Update

• Step 4: Install ScanSoft ETI-Eloquence Software

• Step 5: (For iES16 and iES32 only) Install MS SAPI

• Step 6: Verify System’s Basic Functions

• Step 7: Verify E-mail Settings in Mailbox Editor

• Step 8: (Optional) Change Playback Order

Performed on the client PC:

• Step 9: Set E-mail Password

Prior to Installing• We recommend that you back up your database prior to starting any upgrade procedure.

• Make sure you have all the necessary parts and tools.

• Since all of the procedures require Stratagy ES be out-of-service, coordinate with the customer a time for Stratagy ES to be taken off line.

Server Installation



2. Verify that the TTS settings display in the lower right-hand corner.

3. (Optional) If the screen does not show the TTS feature activation, go to “Upgrade SAM” on page 14-9 and perform the upgrade.

Step 2: Stop Stratagy Enterprise Server



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Step 3: (Optional) Install Stratagy ES UpdateIf the latest software version of Stratagy Enterprise Server is not resident on the Stratagy ES hard drive, you should load the latest version of software, Administration and any accompanying software component update.


� From the Software Menu screen, select Software Component Update. The update prompts you for the path name etc. Accept the defaults. When the installation is complete, you are asked to restart your computer.

Step 4: Install ScanSoft ETI-Eloquence Software1. From the Software Menu screen on the Stratagy ES CD-ROM, select ScanSoft.

2. From the ScanSoft submenu, select Eloquence TTS Common Software and follow the instructions.

3. From the ScanSoft submenu, select Eloquence TTS US English Software and follow the instructions.

Step 5: (For iES16 and iES32 only) Install MS SAPI1. Click on MS SAPI runtime library and follow the prompts.

2. Reboot the iES16/iES32.

Step 6: Verify System’s Basic Functions� Follow the instructions in the Stratagy ES Installation and Maintenance Manual, Chapter 2 –

Installation to verify that the Stratagy ES’s basic functions are working.

Step 7: Verify E-mail Settings in Mailbox Editor� You should verify that the Email server and Email play back fields on the Unified Messaging

Tab Screen (Mailbox Editor) have been configured with the proper e-mail settings. See “Unified Messaging” on page 5-42 for details.

Step 8: (Optional) Change Playback Order

� To modify the TTS playback order

Modify the system parameter setting shown in the table below. See “Modify System Parameters” on page 4-29 for instructions on modifying the settings for these TTS parameter.

Table 9-1 System Parameter Definition


sys_tts_playback_order

System wide setting that determines the order in which the SES selects email messages to be read to users via the TTS feature group. The possible settings are:0 = FIFO First In, First Out (Default)1 = LIFO Last In, Last Out


Text-to-Speech (TTS)Client PC Programming

9-4

Client PC ProgrammingStep 9: Set E-mail Password

You need to set an e-mail password for each user wishing to use the TTS feature. Only one of the following procedures is required.

Using Stratagy ES Proprietary Outlook Integration Software

Important! The Stratagy ES Proprietary Form must be installed before you start this procedure (see Step 9: (Optional) Install Stratagy ES Proprietary Outlook Integration Software on Client PCs on page 8-9).

1. On the client PC, launch Outlook.

2. From the Outlook main menu, click Tools.

3. Select Config Stratagy voice mail. The Stratagy ES Message Configuration screen displays.

4. Click on the User Information tab (shown at right).

5. Verify the user mailbox number in the Mailbox number field is correct.

6. In the Email password field, enter the password that the user enters to log into their e-mail service.

Notes

• Without the password, the TTS/Email feature does not work.

• This password must match the e-mail server (e.g., Exchange) account password for the TTS feature to work.

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Using Internet Protocol Integration

This procedure enables you to update the Stratagy ES software with the user’s e-mail log on password so that the system can retrieve e-mail messages and read them via Text-to-Speech.

To update the Stratagy ES with a user’s e-mail password, the Stratagy ES Remote User Password Administration applet must be installed on the user’s computer.

� To install Stratagy ES Remote User Password Administration applet

1. Insert the Stratagy ES Software CD-ROM into the target user’s computer.

2. From the Main Menu, select Remote User Password Administration. The Stratagy ES Remote User Password Administration screen displays (shown right).

3. Enter the Stratagy ES mailbox number for the user.

4. Enter that mailbox’s security code.

5. Enter the password that the user enters to log into their e-mail service.

6. Enter the computer name or IP address of the host Stratagy ES system on the local network.

7. Enter the computer name or IP address of the host SMTP server on the local network.

8. Click Send Update. The applet will securely send your e-mail password directly into the Stratagy ES system.

Step 10: Confirm Host E-mail Server’s ConfigurationFor proper operation of the Text-to-Speech (TTS) feature, it will be necessary for the host e-mail server to also be properly configured for IMAP or POP3 compatibility. Each e-mail server is different in how this set up is performed. Consult with the customer’s System Administrator to make sure either protocol is operational.

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Interactive Voice Response (IVR) 10

The Interactive Voice Response (IVR) Feature Group can relay specific computer database information to callers over the telephone based on an individual’s unique input from the touchtone dial pad. Database information can reside on the IVR system’s hard drive or in an external database.

A Stratagy ES IVR application script is customized so that callers can get the information they need anytime that data is available. Information received from the database, can be spoken back to the caller in a number of different ways: date, time, dollars and cents, numbers or predetermined phrases.

This chapter gives instructions on using the Stratagy Enterprise Server Administration IVR User Agent and IVR Alias Editor functions.

IVR User AgentsA User Agent is defined as an automated object in the system that represents and processes calls on behalf of a user. For the IVR Application Suite, the IVR User Agent is defined as a company or department who authorized an application to run.

Notes

• Only an Administrator or higher level user can create/delete/edit a User Agent.

• IVR User Agent is not Class of Service (COS) dependent.

Create IVR User Agents1. From the Stratagy ES Administration window, click User Agents > Create User Agents > IVR.

The Create screen displays.



3. Click OK. The Creating dialog box displays while the program creates the User Agents. When the process is complete the screen indicates whether the creation of the User Agent(s) was successful.

4. Click OK. The Edit IVR User Agents screen displays.


Interactive Voice Response (IVR)IVR User Agents

10-2

5. Highlight the User Agent you just created. Click Modify. The Modify IVR User Agent screen displays (shown at right).

6. (Optional) Click Comment field and type in comment.

7. (Option) Check “Application will answer call” box on the screen. Notes

• When selected, this option indicates that this User Agent is assigned to answer an incoming port in the Answer Methods screen (see “Answer Methods” on page 4-9).

• This option also indicates that the associated IVR application must:• Be programmed within its scripting to answer incoming calls.• Successfully complete its load process before answering the port.

• By not selecting this option, the system answers the port and then starts the loading of the IVR application.

8. In the Application field, select the Application from the drop-down menu. At present the only application available is TCL.

9. In the Language field, select the Language from the drop-down menu. This option designates the language used for prompting. At present the only language available is English.

10. Click on Parameter field and enter the Parameter. The parameter consists of a file name and the file’s pathway. Example: source C:/test/sample.tcl.

Note The file name can be entered with forward slashes (/) or backward slashes (\).

11. Click OK. The data is saved. The Edit IVR User Agent screen remains.

12. Repeat Steps 5~10 for any other agents you created.

13. When finished, click Close.

Delete IVR User Agents1. From the Stratagy ES Administration window, click User Agents > Edit User Agents > IVR.

The Edit IVR User Agent screen displays.

2. Highlight the User Agent you want to delete.

3. Click Delete. You are asked to confirm.

4. Click Yes. The User Agent is removed from the screen.

5. Click Close.

Edit/Modify IVR User Agents1. From the Stratagy ES Administration window, click User Agents > Edit User Agents > IVR.

The Edit IVR User Agent screen displays.2. Highlight the User Agent you want to modify.

3. Click Modify. The Modify IVR User Agent screen displays.

4. Change the necessary data. Click OK. The Modify IVR User Agent screen closes. The Edit IVR User Agent screen is still displayed.

5. Click Close.

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)Interactive Voice Response (IVR)

IVR Hosts

IVR HostsThe IVR Hosts screen (see Figure 10-1, Table 10-2 on page 10-4) provides information to Stratagy ES about the Host Sessions available for use by the IVR applications. Stratagy ES uses Session Pooling to manage access to the Host. Any Stratagy ES IVR voice port can use any Host Session (User ID).

For example, on an eight port Stratagy ES IVR system, you would have eight Host Sessions defined. If the IVR program running on voice port #3 requests a session from Stratagy ES, the following occurs:

1. Stratagy ES finds that Host Session #7 is available and assigns it to Voice Port #3.

2. When voice port #3 is done with Host Session #7, the IVR program notifies Stratagy ES.

3. Stratagy ES puts Host Session #7 back into the pool of available Host Sessions.

For the same Host computer, you would typically use the same Host Name and Session file for each user ID. If more than one host, you will have multiple IVR Host Name & Session File combinations.

See the following table for example entries for the IVR Host screen.

Table 10-1 IVR Hosts Screen Examples

IVR Host Name Session File User ID User Password

AS_400_Dallas AS_400_a IVR_D1 89074

AS_400_Dallas AS_400_a IVR_D2 98134

3090_KC 3090_k IVR_K1 74kfda9

3090_KC 3090_k IVR_K2 4kf985m

S38_Tampa AS_400_b IVR_T1 78DFK

S38_Tampa AS_400_b IVR_T2 99342

HP_UX_Boston VT100_a IVR_B1 ses997

HP_UX_Boston VT100_a IVR_B2 doc2334


Interactive Voice Response (IVR)IVR Hosts

10-4

Figure 10-1 IVR Hosts Tab Screen with Sample Data

Table 10-2 IVR Hosts Tab Screen Fields

FIELD DESCRIPTION

IVR Host Name Name of Host Computer that IVR will “talk” to. You can use any alphanumeric string, including dash and underscore (e.g., IVR_Host).

Session Name of file created using Attachmate software for that Host Type.

User ID Defined by Host Computer System Manager. Same as Host Login ID.

User Password Defined by Host Computer System Manager. Same as Host Password.

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Answer Methods

Add IVR Host

2. Click Add. The Add New IVR Host screen displays.

3. Type in the IVR Host name and click OK. The IVR Hosts tab screen displays.

Note Name can include dashes (e.g., IVR_Host).

4. Type in session short name defined in EXTRA PERSONAL CLIENT from ATTACHMATE. Press Enter.

5. Type in User ID and press Enter.

6. Type in User Password and press Enter.

7. Click OK



Remove IVR Host

2. Highlight the IVR Host you want to remove.

3. Click Remove. Stratagy ES asks you to confirm the deletion.

4. Click Yes.

5. Click OK


6. Click Yes. The changes are added to the Stratagy ES database the next time Stratagy ES service is shut down and restarted.

Answer MethodsThe IVR Answer Methods must be set. See “Answer Methods” on page 4-9 for procedures.

Voice PortsThe IVR Answer Methods must be assigned to a port and extension number. See “Voice Ports” on page 4-11 for procedures.

1. From the toolbar, click the IVR Hosts icon

...or from the Stratagy ES Administration Main Menu, click Configuration > IVR Hosts. The Configuration Properties screen with the IVR Hosts Tab displays (see Figure 10-1).

1. From the toolbar, click the IVR Hosts icon

...or from the Stratagy ES Administration Main Menu, click Configuration > IVR Hosts. The Configuration Properties screen with the IVR Hosts Tab displays (see Figure 10-1).


Interactive Voice Response (IVR)IVR Alias Editor

10-6

IVR Alias EditorTo automatically run applications in the background when Stratagy ES starts up, you must first define the application as an IVR Alias using the Edit IVR Alias function and then activate the Alias in the Run IVR Alias screens.

Applications can be added or deleted from the startup list whenever necessary. All functions and screens are accessed using the Stratagy Administration Tools Menu.

Edit IVR AliasYou can add, delete and edit IVR Alias Editors using this function.

Add IVR Alias Editor

1. From the Stratagy ES Administration window, click Tools > Edit IVR Alias. The IVR Alias Editor screen displays.

2. Click Add. The Add IVR Alias screen displays (shown at right).

3. Enter the following on the Add IVR Alias screen:

• Type an Alias name.

• Select an Application Name from the drop-down list provided for the field.

• Type the following:

sourcex [pathname]

4. Click OK. The IVR Alias Editor screen displays with the new Alias Editor added to the Alias name list.

Delete IVR Alias Editor


2. Select an IVR Alias name from the drop-down list. Click Delete. Stratagy ES asks you to confirm the deletion.

3. Click Yes. The IVR Alias Editor screen displays with the Alias Editor removed from the Alias name list.

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IVR Alias Editor

Edit IVR Alias Editor


2. Select an IVR Alias name from the drop-down list. Click Edit. The Edit IVR Alias screen displays (shown at right).

3. Make the required changes to the Application Name and/or Parameter field.

4. Click OK. The IVR Alias Editor screen displays.

Run IVR AliasThis function enables you to add or delete Application Names to/from a startup or “register list.” Applications placed on this list automatically run on startup and continue to run until you shut down the Stratagy ES.

Add/Delete Application Names from Startup List

1. From the Stratagy ES Administration window, click Tools > Run IVR Alias. The Register IVR Alias screen displays (shown at right).

Note The Application Names list on the left-hand side of the screen is static and cannot be added or deleted using this screen. To add or delete Application Names, you must use the Edit IVR Alias function.

2. Highlight an Application name. Click Add. The Application Name is added to the startup list on the right of the screen (shown below).

...or highlight an Application Name on the right-hand side of the screen and click Delete. Click Yes to confirm the deletion. The name is removed from the startup list on the screen.

3. When finished, click OK. The Register IVR Alias screen closes.

4. You must now shutdown and restart the Stratagy ES for any deletion or addition to take effect.

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Advanced Integrations andApplications 11

This chapter covers procedures for enabling and testing CTX Integration, Simplified Message Desk Interface (SMDI), Audio Messaging Interchange Specification (AMIS), and Voice Profile Internet Mail (VPIM) for the Stratagy ES.

CTX IntegrationIf a company has a Toshiba Strata CTX phone system and Toshiba Strata 2000- or 3000-series digital phones, the CTX Integration provides interoperability between the Stratagy ES and the Strata CTX using a network interface and RS-232 connection.

Note With the advent of Release 4 software for the Stratagy ES and Strata CTX Release 1.3 software, there is no longer a requirement for a serial port connection to support the CTX integration. When both systems are at these defined software releases (or higher), all integration communication is performed over the IP network connection between the two systems.

All Stratagy ES systems include equipment to more easily connect it to a Strata CTX for the proprietary integration. Keeping in mind that it takes a network connection and a serial port connection to facilitate this integration, the equipment that is shipped with each Stratagy ES system includes:

• Two 14-foot LAN cables – one cable is configured for a direct connection between the Stratagy ES and the Strata CTX (peer to peer), one cable is wired for a connection between the Stratagy ES and a network hub.

• One 15-foot six conductor modular phone cable• One RJ14 to DB9 serial port connector

The six-conductor phone cable, when used in conjunction with the RJ14 to DB9 connector, enables a direct connection between the serial port outputs of the Strata CTX and the Stratagy ES.

This section provides the steps needed to configure the Stratagy ES for this integration.

Note For additional information, see “CTX Integration” on page 1-10.

Step 1: Program CTX for IntegrationThe following Strata CTX programs must be configured for Voice Mail to work with the CTX:

Set up Telephone Station Ports

• From WinAdmin, click Station > Assignments and configure Program 200 Station Assignments (or VMID Wizard) for the following:

• FB19 – VMID Code SMDI = mailbox number. This is usually the same as the PDN, however, it can be different (do not include 91, or 92 Vmail integration codes).

• FB22 – MW to VM Port (this is VM distributed hunt group pilot number)


Advanced Integrations and ApplicationsCTX Integration

11-2

Optional Station Programming

• From WinAdmin, click Station > Assignments and configure Program 204 DKT Parameters:

• FB23 – Used for the Record to VM feature. Default setting is “Manual” and may be changed to “Auto.”

• From WinAdmin, click Station > Phantom DN and configure Program 206 Phantom DN Programming

• FB06 – VM ID sent to Voice Mail (if different from the owner). CTX sends the owners VM ID if left blank.

• FB09 – Message Center

Voice Mail Ports Only

• From WinAdmin, click Station > Assignments and configure Program 200 Station Assignment (create VM extensions)

• Enter equipment number.

• FB3 – Assign ports as voice mail ports.

• FB15 – Display DN. This MUST be the same Pilot DN for VM distributed hunt group.

• From WinAdmin, click Station > Assignments and configure Program 204 DKT Parameters

• FB05 – Tone First

• FB19 – Not Continuous.

• FB21 – BPCI

• From WinAdmin, click Station > Hunt Group and configure Program 209 Hunt Group (Create Hunt Group)

• FB01 – Hunt Method = Distributed

• FB02 – Pilot Number = __________ (DN)

• FB06 – Multiple DN Hunt = Disable

• From WinAdmin, click Station > Assignments and configure Program 218 Station Hunt Assignments

• Assign Vmail ports members in the newly created Hunt Group (Program 209)

CTX Proprietary Integration

• From WinAdmin, click Services > Voice Mail > System Voice Mail Data and configure Program 579 System Voice Mail Data

• FB10 – Message Center Network DN used in Centralized Voice Mail across QSIG. This is the call back number for Remote nodes for Message Waiting Light control across Nodes. If entry must contain the Local Node ID and VM Pilot number; i.e., 103090, if the Network table is not used.

Note Only use this FB for Centralized VM and QSIG.

• FB16 – Pilot Number of VM Hunt Group used for the “Transfer Direct to Voice Mail” feature.



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Voice Mail Port Data

Note Voice Mail Port Data needs to be programmed for all Voice Mail ports.

• From WinAdmin, click Services > Voice Mail > Voice Mail Port Data and configure Program 580 Voice Mail Port Data

• FB00 – Enter VM Port DN from list.

• FB01 – Select VM Control = SMDI.

• FB02 – Enable A/D Tones.

• FB04 – Enable End-to-End Signaling

• FB07 – VM to VM Call Blocking (non-blocking = default)

SMDI IP Integration

Assign LAN Device for SMDI

• From WinAdmin, click System > I/O Devices and configure Program 803 I/O Devices SMDI Integration

• FB00 – Set for SMDI Code 300

Note Do not use Code 301.

• FB01 – Select Device Connection to LAN (Set Device Port Number – 10)

Configure LAN Device

• From WinAdmin, click System > I/O Devices and configure Program 801 LAN Device

• FB00 – Select LAN port number defined in Program 803 (recommended 10)

• FB01 – Protocol (TCP)

• FB02 – PC Operation Type (Client)

• FB03 – Data Flow (Asynchronization)

• FB04 – Server Port Number (0 = default)

• FB06 – Client Port Number (5000)

• FB05~08 – Client IP (Enter the IP address of the SES)

• FB07 – Read Retry No. (1 = default)

• FB08 – Write Retry No. (1 = default)

Step 2: Configure Telephone System IntegrationNote The configuration settings are the same whether using the serial port or full IP supported

CTX integration. Configuring the system for CTX Proprietary is the key assignment. If using the full IP supported CTX integration, then just disregard the serial port settings on the screen.

Remember for either integration the IP Address and SNMP Community name of the host Strata CTX system is always required.

1. Verify that the Stratagy ES system is up and functional.

2. Initiate Stratagy ES Administration for the target Stratagy ES.



11-4

3. Click on the Telephone System Configuration icon, or from the Main Menu select Configuration > Telephone System Integration (shown at right).

4. Create a new Integration Group Name, or retain “Default” as the Group Name.

5. In the Switch Type field, select Strata CTX.

6. In the Integration Type field, select Strata CTX Proprietary.

Note If Stratagy ES is Release 4 or higher and CTX is Release 1.2 or higher, skip Steps 7 and 8 and go to Step 9.

7. From the drop-down menu in the Serial Port field, select the serial port that will be connected to the Strata CTX.

8. Set the “Max Ext.Length” to 10.

9. Click Apply.

10. Scroll down to the bottom of the Integration Dial Codes list to locate two parameters: IP Address and Simple Network Management Protocol (SNMP) Community.

11. Change the “IP Address” to the IP address that has been assigned to the Strata CTX.

12. Enter the SNMP Community name that has been assigned in the target Strata CTX.

13. Click Apply.

Step 3: Assign Telephone System Integration Group Name to Answer Method

1. Click on the Answer Method tab of Configuration Properties in Stratagy ES Administration.

2. Enter a new Answer Method name, or leave at Default.

3. Enter a new Greeting User Agent number, or leave at 990.

4. Enter the desired number of rings that the Stratagy ES should wait before answering the port, or leave this value at its default of 1.

5. Enter the Integration Group Name that was assigned in Step 1 for the Strata CTX.

6. Click Apply.

Step 4: Configure the Voice Ports Connected to Strata CTX1. Click on the Voice Ports tab of Configuration Properties in Stratagy ES Administration.2. In the Ext. field, enter the extension number for the analog ports originating from the

Strata CTX. For the integration to work properly, the extension numbers entered here must exactly correspond with the extension numbers of the analog ports that are connected to the system. For example, Strata CTX extension 208 must be installed into the Stratagy ES port that has been assigned extension number 208.

3. Enter the Answer Method name that was created in Step 3, or leave at default.4. Click Apply.

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Advanced Integrations and ApplicationsSMDI

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Step 5: Configure the Serial Port Connected to Strata CTXNote Skip this step if using full IP supported CTX integration.

1. Click on the Serial Ports tab of Configuration Properties in Stratagy ES Administration.

2. From the Port Name column, select the Serial port on the system that is connected to the Strata CTX.

3. Configure the Serial Port Default Settings to be consistent with the configuration of the corresponding serial port of the Strata CTX. Cross-reference with RS-232C Data Port Assignment - Program 804 of the Strata CTX.

Step 6: Confirm Proper Notification Programming for Mailboxes Supporting Users in Networked Nodes

SMDIStratagy ES can enable SMDI protocol to provide a RS-232 integration with telephone systems that also have SMDI capabilities. This integration is used with Centrex installations and is an option for the Strata DK14, DK40i, and Strata DK424i/DK424.

SMDI is the most efficient way of integrating Stratagy ES with a telephone system. SMDI relies on data, not DTMF, to provide detailed call information that Stratagy ES can quickly use to direct callers to user’s mailboxes. It provides calling party ID (to recognize users calling from their extensions) so that there is no need to enter their Mailbox Number, only their security code, to log on to their mailboxes.

Data messages or packets are sent into the system to provide information concerning the type of call that is ringing into Stratagy ES. Stratagy ES can use this status information to provide better call coverage and perform custom applications using the RNA and Busy Chain options.

There are four types of incoming packets:

• A – All Call Forwarded Calls• N – No Answer Forwarded Calls• B – Busy Forwarded Calls• D – Direct Calls

Message Waiting is also enabled and disabled through this link.

An example of an SMDI packet is:

Note The above values are examples and can be different for each installation.

Packet:MD0010208B0000000205 0000000223

MD001 Message Desk Number. This information is not utilized by Stratagy ES for call processing and is ignored.

0208 Terminal Number. This is the assigned number or extension number of the port that is ringing into Stratagy ES.

B Call Status. Defines the type of call that is ringing into Stratagy ES as a Busy Forwarded Call.

0000000205 Number of the Called Extension. Number length is 10 digits. Numbers that are shorter than 10 digits are padded with zeros.

0000000223 Number of the Calling Extension. Number length is 10 digits. Numbers that are shorter than 10 digits are padded with zeros.



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Step 1: Enable SMDIImportant! When configuring SMDI ports, you must enter the data in the following order:

Telephone System Integration, Answer Methods, and Voice Ports.

1. Select Telephone System Integration from the Configuration menu. The Telephone System Integration screen displays.

2. From the Telephone System Integration screen, click Add Group and type a new Integration Group Name. Define the group’s Switch Type and select SMDI from the drop-down menu in the Integration Type field. Designate the serial port from the drop-down SMDI Serial Port field and the maximum extension length using the spin button provided. (See “Telephone System Integration” on page 4-4 for detailed instructions on using the screen.)

3. Define the Answer Method used for the link by clicking on Add on the Answer Methods screen. Type a new name for the Answer Method and click OK. Select the new Integration Group Name you added in Substep 2 above from the drop-down list in the Telephone System Integration Name field. You can use 990 for the Greeting User Agent. (See “Answer Methods” on page 4-9 for detailed instructions on using the screen.)

4. From the Voice Ports screen, type the extension numbers, if connected to the Strata DK, or the terminal numbers of the Centrex lines. Designate the appropriate Answer Method for SMDI using the drop-down menu in the Answer Method field. This information must be exact. The Stratagy ES compares the extension number in this field to the incoming Terminal number in the SMDI packet to determine the port the call will ring on.

5. From the Serial Ports screen, select SMDI Port from the Assigned As field for the COM port designated on the Telephone System Integration screen. Select the group name entered in the Telephone System Integration screen from the Telephone System or Resource Name drop-down list. Set the Serial Port Default Settings. Strata DK settings are: 7, even, 1 stop bit. (See “Serial Ports” on page 4-13 for detailed instructions on using the screen.)

6. Define the Auto Attendant for each mailbox using the Mailbox Editor’s Auto Attendant Options screen. From the drop-down menu in the Call processing, Telephone system field, select the SMDI group you added in Substep 2 above. (See “Auto Attendant Options” on page 5-18 for detailed instructions.)

Notes

• The Telephone System field in the Auto Attendant screen dictates the mechanism that will be implemented for Notification Titles MsgLampOn and MsgLampOff. If the telephone system uses SMDI integration, then the Message Waiting LEDs will be managed by serial port commands.

• Remember to restart the Stratagy ES service after making changes to the system configuration.

Step 2: Connect SMDISMDI connections use a RS-232 cable to connect the telephone system to one of Stratagy ES’s serial ports.

For a Centrex installation, a data modem provides the SMDI connection. SMDI interface requires that the Strata DK have a WSIU, TSIU, PIOU, PIOUS, RSSU or RSIU PCB installed.

Consult the Strata DK Installation and Maintenance Manual for installation instructions.



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Step 3: Test SMDIAfter the SMDI feature has been enabled in Stratagy ES and the serial link has been established with the COM ports, the SMDI link can be tested.

Initial testing can be done by making test calls into Stratagy ES. Program a Mailbox Number with default options. Use the default System Greeting and default System Busy greetings for the mailbox.

1. Make a call into Stratagy ES from an extension that is the same number as the Mailbox Number. Stratagy ES receives a Direct Call packet and prompts “Please enter your security code.”

Note If the system plays the Company Greeting, then the link is not working. Recheck the installation.

2. Call forward a telephone All Calls. The System or Personal Greeting for the mailbox plays.


3. From another extension, call the forwarded telephone.

4. Call forward a telephone for Busy. Make the extension busy, then call the busy extension from another telephone. The System Busy or Custom Greeting plays.


5. If Steps 1, 2 and 3 were successful, make another call from an internal extension (that has a mailbox number assigned on the system) to the forwarded extension, and leave a message.

6. Log on to the mailbox number that has the message. Play the message.

The header information for the message should include the mailbox number of the extension that left the message.

If these tests are successful, the SMDI integration is working properly. If these tests fail, then the link must be monitored to validate whether the data is being sent from the host phone system or the data is not being processed correctly by Stratagy ES. Proceed to Step 4 “(Optional) Validate the Link”.

Step 4: (Optional) Validate the LinkIf the tests in Step 3 above fail, then the link must be monitored to validate whether the data is being sent from the host phone system or the data is not being processed correctly by Stratagy ES. To validate the link, you must perform the following procedure.

1. Stop the Stratagy ES service.

2. Launch HyperTerminal® from the Start > Accessories menu.

3. Make sure that the COM port parameters are consistent with those that have been established on the host phone system.

4. Generate calls from the phone system into the Stratagy ES.

5. A data packet should appear in the HyperTerminal window at the same time or just before the call begins to ring into the Stratagy ES, an example is provided on page 11-5.

6. If no data packets are seen using HyperTerminal:

• Validate the serial port connectors on both the Stratagy ES and the phone system.



11-8

• Validate the communication parameters (e.g., baud rate, parity, stop bits, are identical on both systems).

• Configure and test alternate serial ports, if available, on both systems.

• Try connecting another computer to the phone system and running HyperTerminal in a similar manner.

7. If data packets are being seen, yet the Stratagy ES is not answering properly:

• Validate the programming in the Telephone System Integration, Serial Ports, and Voice Ports screens in Stratagy ES Administration.

• Validate that the extension numbers assigned in the Voice Ports screen match exactly to the values that appear in the 6th through 9th position in the SMDI packet (prefix zeros are ignored). Referencing the example on page 11-5, if a call rings into the 4th port of the Stratagy ES and the SMDI packet displays 208, then the value entered in the “Ext.” column for the 4th port should be 208.

• Verify that the number inserted as the Called Extension in the data packet is a valid mailbox number in the Stratagy ES.

• Contact Toshiba Technical Support for further assistance.


Advanced Integrations and ApplicationsAMIS Networking

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AMIS Networking(AMIS) is the analog networking protocol that enables Stratagy ES to pass voice messages to any remote voice mail system that supports the AMIS protocol.

This section discusses the following:

• AMIS User Agents

• AMIS node

• Destination System Number

• Configuring Stratagy ES for AMIS

• Testing AMIS

• AMIS operation

Note The AMIS analog networking specification does not support transmission of a fax message over the AMIS analog network.

AMIS User AgentsStratagy ES implements AMIS by using two specific User Agents – Gateway and Proxy – that contain information and direction about a remote voice mail system or node (see Figure 11-1 and Table 11-1 on page 11-10). The node identifies itself to Stratagy ES by a local telephone number (i.e., Destination System Number) that is sent to the receiving voice mail system during the transmission process.

Remote User Agents, whether represented by Proxy User Agents or through Gateway User Agents, can be members of distribution groups.

Messages are forwarded to, or received from, the remote locations via the Gateway or Proxy User Agents. The Gateway and Proxy User Agents must be programmed for AMIS networking to operate properly and involves defining the Edit AMIS Gateway/Proxy User Agent screen. Stratagy ES processes the notification information in order to perform AMIS out-dialing and access the AMIS network.

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11-10

Figure 11-1 Edit AMIS Gateway and AMIS Proxy User Agent Screens

Table 11-1 Edit AMIS Gateway and AMIS Proxy User Agent Screen Fields

FIELD DESCRIPTION

UA (Display Only) User Agent Number. This field is filled in automatically by Stratagy ES when you create an AMIS User Agent.

Comment Notation, reminder, or name of remote node. Default is a blank field.

Enabled Enable or disable the current Gateway/Proxy User Agent by checking/unchecking the box.

Default: Enabled

Destination System Number

Telephone number remote node uses as identification. The format (including # signs): 1#area code#telephone number#.

Example: 1#714#5551212#

Destination Dial Number The telephone number including the area code and any special digits (e.g., 9) for dialing out.

Example: 917144833777

Destination Mailbox The mailbox on the remote system which an AMIS Proxy User Agent represents. This number does not have to be the same as the Proxy User Agent that supports it.

Default: blank

Notification Port Group Select a Notification Port Group from the drop-down menu.

Note Notification port groups are added using the Stratagy ES Configuration Menu, Notification Port Groups option (see “Notification Port Groups” on page 4-16).

Possible values: Any available notification port group within the system.Default: Q1

Notify After (min) Number of minutes after the message has been sent to the Gateway User Agent that Stratagy ES should attempt to contact the remote node.

Default: 0

Continue Every (min) Number of minutes between each retry attempt to contact the remote node.

Default: 1

Notify Max Time Number of times Stratagy should attempt to contact the remote node.

Default: 5



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Gateway User Agents

Each system in the AMIS network must have a unique address called a node. The only requirements for a node number is that it be one~eight digits long and be unique. For example, the Stratagy ES system’s Gateway User Agent might address the Dallas office as node “40,” while the Stratagy ES at Los Angeles might be “33.”

To send a message to another Stratagy ES system user using a Gateway User Agent, you must enter the Stratagy ES system’s node number plus the addressee’s User Agent number.

For example, when a user in the Dallas office (node 40) sends a message to User Agent 200 in Los Angeles (node 33), the destination address is: “33200.” Once the message is addressed and sent, the local Stratagy ES system (node 40) does the following:

1. Accesses its Gateway User Agent (node 40) and uses the information stored there to contact the remote voice mail system (node 33).

2. Provides some handshake signals requesting User Agent 200.

3. Audibly transmits the message.

The remote system (node 33) receives the message and stores it in User Agent 200.

An exception occurs if the 33200 destination address also exists on the local Stratagy ES system. The user must follow the node number with “*” (e.g., 33*200) when entering the destination. This flags the message as an AMIS message and the Stratagy ES system delivers the message to Gateway User Agent 33 at Los Angeles instead of Dallas mailbox 33200.

Proxy User Agents

The Proxy User Agent represents a specific User Agent on a remote node and resides on the local Stratagy ES system. A Stratagy ES user addresses a message to a Proxy User Agent in the same manner as he/she would a local user. Once the message is addressed and sent, the Proxy User Agent initiates the AMIS transfer. This gives the appearance to the local user that the remote user is part of the local system.

For example, assume 2300 is an address on a voice mail system in Dallas. The same number also resides as a Proxy User Agent on the local Stratagy ES. When messages are left for Proxy address 2300 on Stratagy ES, the system uses the information stored there to contact the Dallas voice mail system, provides some handshake signals requesting address 2300, then audibly transmits the message. The Dallas voice mail system would receive the message and store it in address 2300.

Important! It is not necessary for the remote address to match the Proxy User Agent number in Stratagy ES.

AMIS NodeAn AMIS node is a voice mail system in an AMIS network. Each node in the network is identified in two ways. First, there is a unique node number (the Gateway’s User Agent’s number) that must be used as part of the message address when sending, forwarding or replying to a message. Second, the nodes use the Destination System Number, which is part of the AMIS protocol, to identify themselves to each other during AMIS connections.

Destination System NumberThe Destination System Number consists of a country code (the digit “1” in North America), area code, and seven-digit phone number. This number not only identifies the calling system, but can also be used by the administrator to configure the local system to enable message replies.



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Configuring Stratagy ES for AMISThere are two steps to configuring Stratagy ES to act as an AMIS node:

1. Set the Stratagy ES AMIS system parameters.

2. Create Gateway User Agents for each remote system with which Stratagy ES communicates and Proxy User Agents for each remote user that wishes to have a local address.

Step 1: Set AMIS Parameters

For AMIS to operate correctly, you must check the AMIS configuration parameter settings in the Stratagy ES system and modify their settings appropriately. See “Modify System Parameters” on page 4-29 for instructions on modifying the settings for the AMIS parameters shown in Table 11-2.

Table 11-2 AMIS Parameters


sys_amis_area_codeArea code of the resident Stratagy ES system. Single quotes are required.


sys_amis_country_code

Country code of the resident Stratagy ES system. Single quotes are required.

Default: comment line starting with 1 for North America.

sys_amis_disk_full

Percentage of the hard drive that must be free in order for Stratagy ES to accept new AMIS messages. If free space is less than this figure, Stratagy ES tells the calling AMIS system that the hard drive is full.

Default: 5 (percent)

sys_amis_enabled

Whether Stratagy ES processes incoming AMIS calls.

Possible values:

True: Stratagy ES processes incoming AMIS calls.False: (default) AMIS calls told that this node is not accepting network

calls.

sys_amis_failure_retryNumber of retries after failure.

Possible values: 0~9 (default = 3)

sys_amis_loopback_enable

Enables the AMIS loopback test feature.

Possible values:

True: (default) enables featureFalse: disables feature

sys_amis_ltm

User Agent number to use for the AMIS Loopback mailbox. User Agent other AMIS nodes can use for testing the network. Any AMIS message to this User Agent is sent back to the sender, if accessible from this Stratagy ES system.

Possible values: valid User Agent number.

Default: 989

sys_amis_max_msgMaximum number of messages the AMIS system can receive.

Default: 1000



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Step 2: Create/Modify AMIS Gateway and/or Proxy User Agents

1. From the Stratagy ES Administration screen, click User Agents > Create User Agents > AMIS Gateway or AMIS Proxy. The Create screen displays.

2. From the Create screen, enter a single User Agent number (e.g., 881), a range of numbers (e.g., 800-804) or a combination of both separated by commas (e.g., 800-802, 881, 888).



4. Click OK. Depending upon the type of agent you created, either the Configure AMIS Gateway or Configure AMIS Proxy User Agents screen displays.

5. Highlight the User Agent you just created. Click Modify. The Edit AMIS Gateway User Agent or Edit AMIS Proxy User Agent screen displays (see Figure 11-1 on page 11-10).

6. (Optional) Click Comment field and type in a comment.

Note Comment should consist of GATEWAY or PROXY USER AGENT and any other identifying information.

7. Check “Enabled” box on the screen.

8. In the Destination System Number field, type the Destination System Number.

Note The Destination System Number is the telephone number the remote node uses as identification. The format (including # signs): 1#area code#telephone number#. Example1#714#5551212#

sys_amis_max_node

Maximum number of remote nodes (Gateway and Proxy User Agents) that can be in the network. If the actual number exceeds this value, some nodes are inaccessible.


sys_amis_rna

Enables the ring no answer time-out to be increased to allow for slow answers from AMIS systems.


sys_amis_telephone_number

Local telephone number of the resident Stratagy ES system. Single quotes are required.


sys_amis_unknown_node_action

Whether Stratagy ES accepts messages from unknown AMIS nodes.

Possible values:

1: Refuses to accept messages.2: (default) Delivers this message even though replies are impossible.

sys_local_amis_node

Gateway User Agent number that represents the local AMIS node. Messages addressed to this node are delivered directly to the real local box number instead of being shipped out on the network.

Possible values: valid User Agent number.Default: blank comment line

Table 11-2 AMIS Parameters (continued)




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9. In the Destination Dial Number field, type the telephone number including the area code and any special digits (e.g., 9) for dialing out. Example: 917145833777

10. (For AMIS Proxy User Agent only) In the Destination Mailbox field, accept the default or type in a different User Agent. Default is User Agent 998.

11. In the Notification Port Group field, accept the default or type in a different port group. Default is Q1.

Note See Chapter 4 – Stratagy ES Configuration Menu for instructions on creating Notification Port Groups.

12. Using the spin button, set the Notify After(min), Continue Every(min) and Notify Max Time fields.

13. Click OK. The data is saved. The Edit AMIS User Agent screen closes.

14. Repeat Substeps 5~13 above for any other agents you created.


Testing AMISOne method of testing AMIS involves using the AMIS Loopback User Agent (default 989). Once enabled using the sys_amis_ltm parameter, this User Agent can be used by other AMIS nodes for testing the network. Stratagy ES sends any AMIS message to this User Agent back to the sender, assuming the sending system is accessible from the Stratagy ES system.

A line monitor can be used to analyze AMIS transmissions. However, to validate AMIS completely, an in-depth knowledge of AMIS Analog Protocol is required.

AMIS OperationNote AMIS messages can only be sent from mailboxes.

AMIS networking operation consists of the following steps:

Send Message Over AMIS Network

1. The user logs into his/her mailbox.

2. From the Main Menu, the user presses � for the Send Messages menu.

3. The user specifies the destination address as one of the following:

• node + mailbox number – if the address is a unique combination of the Gateway mailbox and destination mailbox.

• node + + mailbox number – if the address is not a unique combination of the Gateway mailbox and destination mailbox.

• Proxy User Agent number – if addressing the message to a Proxy User Agent.

where:

NODE = up to eight digits

remote address = up to 16 digits

4. The user records the message and presses � to stop recording.

5. The user presses � again to send the message to the specified node.



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Once the message has been sent, Stratagy ES dials the remote Destination System Number. The message is placed in the remote mailbox and the user is returned to the Main Menu. If the transmission fails, Stratagy ES retries up to nine times before returning the message back to the user for one of the following reasons:

• Remote node does not answer

• Remote node is busy

• Message is too long

• Node’s phone number is incorrect

• Mailbox number does not exist

• Mailbox not accepting messages

• Mailbox is full

• Protocol error

Private/Urgent Message HandlingBecause AMIS does not support Special Delivery Options, the Stratagy ES proprietary options such as “private” or “urgent” are striped off when the message is sent via AMIS. These messages at the receiving mailbox are handled as normal messages.

However by using the Notify record, Stratagy ES can use the “urgent” option to determine the timing of the AMIS transmission. For example, normal messages can be delivered after 5:00 p.m. and the urgent messages immediately.

NotificationEach remote node is represented by a Gateway mailbox in the local node. The node number is the mailbox number. When a message is addressed to a remote node, it is placed in the Gateway mailbox, with information in its header that identifies the remote box number, and the fact that it is an AMIS-deliverable message.

A notify task is started to deliver messages to the remote site. There can be several notification tasks for a Gateway mailbox. For each notification task, a maximum of nine messages can be transmitted. The number of messages that can be stored in the Gateway mailbox is set by the system maximum.

If a notify task was started as the result of an urgent message being placed in the Gateway mailbox, it is only allowed to deliver the urgent message to the remote node. The urgent status is stripped from the message when it is sent.



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AMIS User Agent ReportsA customized report (Figure 11-2) can be run using a template (see “Report Option 2” on page 13-12 for instructions).

Figure 11-2 AMIS User Agent Report with Sample Data

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Advanced Integrations and ApplicationsVPIM Networking

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VPIM NetworkingVPIM is an industry standard protocol that facilitates server-to-server message exchange between voice processing systems from different manufacturers over a network. VPIM can exchange both voice and fax messages as long as they are of the format dictated by the VPIM standard.

VPIM User AgentsStratagy ES implements VPIM by using two specific User Agents – Gateway and Proxy – that contain information and direction about a remote voice mail system or node (see Figure 11-3 and Table 11-3 on page 11-17). The node identifies itself to Stratagy ES by a local telephone number (i.e., Destination System Number) that is sent to the receiving voice mail system during the transmission process.

Figure 11-3 Edit VPIM Gateway and VPIM Proxy User Agent Screens

Table 11-3 Edit VPIM Gateway and VPIM Proxy User Agent Screen Fields

FIELD DESCRIPTION

UA (Display Only) User Agent Number. This field is filled in automatically by Stratagy ES when you create a VPIM User Agent.

Comment Notation, reminder, or name of remote node. Default is a blank field.

Enabled Enable or disable the current Gateway/Proxy User Agent by checking the box.

Default: Enabled

Destination Fully Qualified Domain Name

The Fully Qualified Domain Name of the remote VPIM mail server(i.e., stratagyes.tais.toshiba.com).

Destination Mailbox The mailbox on the remote system which a VPIM Proxy User Agent represents. This number does not have to be the same as the Proxy User Agent that supports it.

Default: blank

Notify After (min) Number of minutes after the message has been sent to the Gateway User Agent that Stratagy ES should attempt to contact the remote node.

Default: 0

Continue Every (min) Number of minutes between each retry attempt to contact the remote node.

Default: 1

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Step 1: Set VPIM Parameter

For VPIM to operate correctly, you must enable the VPIM configuration parameter setting, sys_vpim_enabled, in the Stratagy ES system. See “Modify System Parameters” on page 4-29 for instructions on modifying the setting for the VPIM parameter.

Important! If both the “local” and “remote” systems are Stratagy ES, you must have the sys_vpim_enabled parameter set to 1 for enable.

Step 2: Create/Modify VPIM Gateway and/or Proxy User Agents

1. From the Stratagy ES Administration screen, click User Agents > Create User Agents > VPIM Gateway or VPIM Proxy. The Create screen displays.

2. From the Create screen, enter a single User Agent number (e.g., 881), a range of numbers (e.g., 800-804) or a combination of both separated by commas (e.g., 800-802, 881, 888).



4. Click OK. Depending upon the type of agent you created, either the Configure VPIM Gateway or Configure VPIM Proxy User Agents screen displays.

5. Highlight the User Agent you just created. Click Modify. The Edit VPIM Gateway User Agent or Edit VPIM Proxy User Agent screen displays (see Figure 11-3 on page 11-17).

6. (Optional) Click Comment field and type in a comment.

Note Comment should consist of GATEWAY or PROXY USER AGENT and any other identifying information.

7. Check “Enabled” box on the screen.

8. In the Destination Domain Name field, type the destination—Fully Qualified Domain Name.

9. (For VPIM Proxy User Agent only) In the Destination Mailbox field, type in a different User Agent.

10. Using the spin button, set the Notify After(min), Continue Every(min) and Notify Max Time fields.

11. Click OK. The data is saved. The Edit VPIM User Agent screen closes.

12. Repeat Substeps 5~11 above for any other agents you created.


Notify Max Time Number of times Stratagy should attempt to contact the remote node.

Default: 5

Table 11-3 Edit VPIM Gateway and VPIM Proxy User Agent Screen Fields (continued)

FIELD DESCRIPTION



Ad

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s an

d A

pp

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s

VPIM OperationNote VPIM messages can only be sent from mailboxes.

VPIM networking operation consists of the following steps:

Send VPIM Message Using Proxy Mailbox



3. The user enters the Proxy User Agent number as the destination address.


5. The user presses � again to send the message to the specified UA. The message is sent out as an e-mail through the Internet and saved in the mailbox designated in the Destination Mailbox field of the VPIM Proxy User Agent.

Send VPIM Message Using Gateway Mailbox



3. The user enters the Gateway User Agent number + the mailbox number at the remote server as the destination address.


5. The user presses � again to send the message to the specified UA. The message is sent out as an e-mail through the Internet and saved in the designated mailbox at the remote server.



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Token Programming 12

Stratagy ES’s Token Programming Language consists of commands, or tokens, that instruct Stratagy ES what actions to perform. The tokens that are generally used are simple and perform standard expected actions such as dialing an extension.

The Token Programming Language gives the system versatility. Its capabilities include, but are not limited to:

• Confirming digits entered by a caller

• Relaying messages to digital pagers

• Controlling message waiting lights

• Simple database searches

The Token Programming Language uses three types of tokens: singular, defined, and replaced. For a detailed description of each token, see Tables 12-1~12-3.

Using the Token Programming LanguageThe Token Programming Language may be used in the following Mailbox Editor Menu’s screens/fields:

Users Mode Options Screen’s Extension FieldTypically the Users Mode Options screen’s Extension field contains the actual telephone station/extension number for the corresponding mailbox. It may contain tokens. Or, it may be empty.

Auto Screen’s Extension FieldThe default value for the Auto record’s Extension field is the value in the User Mode Options screen’s Extension field. However, it may contain tokens. When the Auto record is active, Stratagy ES uses this Extension field rather than the Users Mode Options screen’s Extension field.

Notify’s Template Editor Parameter FieldProgrammers who wish to use Tokens to perform custom notifications must create a new template. In the Add Template screen, the Token programming can be entered in the Parameter field.

To program the Extension or Parameter fields, enter a series of commands, or tokens, that instruct Stratagy ES what actions to perform. A field would, therefore, contain TokenTokenToken...Token, where Token defines how to perform the actions.


Token ProgrammingSingular Tokens

12-2

Singular TokensSingular Tokens are single character commands that perform a single action that cannot be modified. For example, the token � performs the action of playing DTMF 1.

,P SRUWDQW� All tokens must be capitalized. Tokens entered in lower case are ignored.

Table 12-1 Singular Tokens

Token Syntax Description

@ @

Suppress normal process—prevents Stratagy ES from normally processing an Extension field.

• Normally when Stratagy ES evaluates an Extension field, Stratagy ES plays the “Please hold...” prompt to the caller, puts the caller on transfer hold, and then evaluates the tokens in the field. If the first character in the field is the @ token, however, Stratagy ES immediately begins processing the next token without performing the transfer procedure.

1 1 Plays DTMF tone 1.










* * Plays DTMF tone *.

# # Plays DTMF tone #.

A A Plays DTMF tone A.

B B Plays DTMF tone B.

C C Plays DTMF tone C.

D D Plays DTMF tone D.

- (dash) - Short pause—pauses 0.5 (one-half) second

, (comma) , Long pause—pauses two seconds

E EEarth recall—performs an earth recall. This is used in place of the hookflash (the F token) on some switches.

F FHookflash—performs a hookflash. The length of the hookflash specified under the Telephone System Dial Codes option # Number of 1/100 seconds to use for flash time. (See Chapter 4 – Stratagy ES Configuration Menu.)

H HGo on hook—immediately hangs up. If entered after an extension number, performs an immediate hang-up without waiting for system tone cadences. This is called a Blind Transfer.


Token ProgrammingSingular Tokens

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U U

Return to transferring mailbox if Extension field number busy—if entered after a number in the Extension field, performs a partially supervised transfer. If ringing is returned, the system hangs up for a blind transfer. If busy is returned, the Stratagy ES retrieves the call to be processed by the transferring mailbox.

X X

Remember event—message waiting light control—creates the file LIGHT.ON in the mailbox’s directory. Used with the Y and Z tokens to control Stratagy ES’s processing of tokens, particularly in situations where Stratagy ES should perform an action once regardless of the number of times the tokens are attempted.

A message waiting light that uses the same codes to turn on the light as it does to turn off the light; i.e., a toggle.

Y Y

Forget event – message waiting light control—deletes the LIGHT.ON file in the mailbox’s directory.

A message waiting light that uses a different code to turn off the light than to turn on the light.

Z ZTest event – message waiting light control—tests for the existence of the LIGHT.ON file in the mailbox’s directory. If the file is there, immediately stops processing the rest of the tokens for this mailbox.

Table 12-1 Singular Tokens (continued)

Token Syntax Description


Token ProgrammingReplaced or Variable Tokens

12-4

Replaced or Variable TokensReplaced or Variable Tokens are specified with a preceding % sign and cause Stratagy ES to replace the token given with the value associated with the token. For example, The token %M would be replaced with the current number of messages for the current mailbox being accessed.


Table 12-2 Replaced Tokens

Token Description

%% Substitute a %.

%CReplaces with the current port number.

Syntax %C

%D

Hard drive space remaining—replaces itself with the value that represents the percent of free hard drive space at the time it is used.

Syntax %D

Example P(%D,N)

Says (plays) the percentage of free hard drive space as a number.

%EExtension field—replaces with the contents of the current mailbox’s Extension field.

Syntax %E

%F

Mailbox’s Directory Name 1, Directory Name 2, or Comment field—replaces with the contents of the Users Mode Options screen’s Directory Name 1, Directory Name 2, or Comment field for the mailbox.

Syntax %F(n[,uid])

where:

n Number representing one of the following Users Menu fields.1 Directory Name 12 Directory Name 23 Comment

uid Valid mailbox. Defaults to current mailbox if not specified.

Example %F(3)

Replaces with the contents of the Users Mode Options screen’s Comment field for the current mailbox.

%KValue held in the Calling Party ID buffer.

Syntax %K

%MNumber of messages—replaces with the total number of messages for the current mailbox.

Syntax %M

%NNumber of new messages—replaces with the number of new messages for the current mailbox.

Syntax %N



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%P

Previously accessed mailbox—replaces with the mailbox previously accessed

Syntax %P

Example

If while accessing Mailbox 100 a caller enters 222, then while Mailbox 222 is accessed %P has the value 100.

%R

Relay page DTMF—replaces with the DTMF digits entered by the caller who invoked RELAY paging notification. Used mostly for sending a telephone number directly to a User’s pager/beeper from his mailbox.

Syntax %R

%S0~%S19

Store value—Stratagy ES has twenty storage tokens (variables) that enable you to input, modify, retrieve, and output values. Upon each new call, all the variables are initialized to null (no defined value).

%S0 storage token 0 %S10 storage token 10










Each port has a unique set of twenty %S tokens which do not conflict. Therefore, two different ports may use the same %S token without disrupting each other’s value.

Syntax %S0,%S1,%S2,%S3,%S4,%S5,%S6,%S7,%S8,%S9,%S10,%S11,%S12,%S13,%S14,%S15,%S16,%S17,%S18,%S19

%T

Connect time—replaces with the current connect time, i.e., the total number of seconds that the port/call has been active.

Syntax %T

%UMailbox—replaces with the current mailbox number.

Syntax %U

%V

Variable—replaces with the value of the current Notify record’s Variable field. Useful for defining notification templates for mailboxes that perform the same type of notification with a difference only in the telephone number that Stratagy ES should dial, e.g., pager/beeper telephone numbers.

Syntax %V

Table 12-2 Replaced Tokens (continued)

Token Description



12-6

%W

Current day of the week—replaces with the current day of the week, where:

1 Sunday 5 Thursday2 Monday 6 Friday3 Tuesday 7 Saturday4 Wednesday

Syntax %W

%X

Transfer hold codes—replaces with the value of the Telephone System Dial Codes that puts a caller on transfer hold (# Dial code to put a caller on transfer hold). See Chapter 5 – Voice Processing.

Syntax %X

%Y

Current date—replaces with the current date (mmddyyyy). This is the same format used in the P( ) token for dates.

Syntax %Y

Example P(%Y,D)

Says the current date: month, day, year.

%Z

Current time—replaces with the current time in 24-hour format (hhmm). This is the same format used in the P( ) token for time.

Syntax %Z

Example P(%Z,T)

Says the current time in 24-hour format: hours, minutes.

LEN[ ]

Length—replaces with the total number of characters in the %Sn variable.

Syntax LEN[%Sn]

where:

%Sn One of the %S storage variables (range: 0~19).

Example P(LEN[%S1],N)

Says the number of characters in %S1 as a number.

Table 12-2 Replaced Tokens (continued)

Token Description


Token ProgrammingDefined Tokens

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Defined TokensDefined Tokens are expressed with left and right parentheses surrounding one or more definitions that determine how the token should work. For example, the Goto token G( ) only takes one definition. Stratagy ES immediately “goes to” the mailbox specified for processing. For G(123), Stratagy ES continues processing at Mailbox 123.

Strings that contain a space, comma or quotes, must be enclosed with quotes (e.g., “9,%S1”) or Stratagy ES may misread the token.


Table 12-3 Defined Tokens

Token Description

G( )

Go to mailbox—immediately continues processing at the mailbox specified. Stratagy ES continues standard processing at the mailbox per the mailbox processing diagram.

Syntax G(uid)

where:

uid mailbox

Example G(299)

Goes to Mailbox 299.

H( )

Hang-up process—defines the specified uid as the uid that Stratagy ES processes when it detects a hang-up condition. This is useful for performing cleanup and/or exit routines when a caller hangs up.

Syntax H(uid)

where:

uid Valid mailbox

I( ) If conditional—if the relationship between the first string and the second string is true, then continue processing at the mailbox specified by uid. Otherwise, processing continues with the next token.

Syntax I(string,relationship,string,uid)

where:

string Any quoted set of characters, numbers, and/or variables.

relationship Either >, <.=,! which test for greater than, less than, equal, or not equal.

uid Valid mailbox. Can be a variable.

Examples

I("111",<,"222",1000)

Immediately continues processing at Mailbox 1000.

I("111",>,"222",1000)

Does not continue processing at Mailbox 1000 and instead continues with the next token.

I("%S1",=,"1234",2000)

Continues processing at Mailbox 2000 only if %S1 has the value 1234.

I("%S1",=,"SPANISH",2000)

Continues processing at Mailbox 2000 only if %S1 = SPANISH.



12-8

J( )

Receive fax—the J( ) token enables you to receive faxes as mailbox messages, to store the fax as a file to be used for Fax Back or Fax on Demand and for later transmission with the T( ) token.

See Chapter 6 – Fax for details about fax programming.

Syntax J(file)

J(boxID)

where:

file File name where you want the fax stored.

boxID Mailbox number where the received fax is stored as a message.

KB( )

Plays a tone on the channel.

Syntax KB(freq,ms)

where:

freq Frequency of the tone.

ms Duration (in milliseconds) of the tone.

KC( )

Compare security code—the KC( ) token compares value of sec to the security code for the mailbox. If equal, processing continues with the next token. Otherwise, processing proceeds to the value defined in the Done chain.

Syntax KC(uid,sec)

where:

uid Valid mailbox. Can be a variable.

sec Value to be compared with the security code. Can be a variable.

Example KC(375,23456)

Compares 23456 with the value of Mailbox 375’s security code. If equal, processes the next token. Otherwise, proceeds to the value defined in the Done chain.

KD( )

Delete mailbox message—deletes the message in the specified message queue from the mailbox.

Syntax KD(msg,msgq[,uid])

where:

msg Message number. Can be a variable.

msgq Message queue. Can be a variable.

U Urgent Message Queue

N New Message Queue

S Saved Message Queue

uid Valid mailbox. Can be a variable. Defaults to current mailbox if not specified.

Example KD(2,U)

Deletes message number 2 in the Urgent Message Queue for the current mailbox.

Table 12-3 Defined Tokens (continued)

Token Description



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KI( )

Position of substring in string—the KI( ) token searches string for the first occurrence of substring. The result of the search is the position of the substring within the string, and it is stored as the variable.

Syntax KI(substring,string,%Sn)

where:

substring Any alphanumeric substring. Can be a variable.

string Any alphanumeric string. Can be a variable.


Example KI(”d”,”abcdefg”,%S0)

Searches string “abcdefg” for the first occurrence of substring “d,” and places the value of the position of the substring within the string in storage variable 0. The result is the %S0 variable containing 4, because “d” is the fourth character in the string.

KL( )

Log caller into mailbox—immediately logs caller into the mailbox.

Note Cannot be used in the Notify Menu.

Syntax KL(uid)

where:

uid Valid mailbox.

Example KL(239)

Logs the caller into Mailbox 239

KM

Enables a Stratagy Admin PC’s modem to communicate with the Stratagy iES16/iES32 internal modem (33.6Kbps). This token is factory programmed in User ID 993.

Example @KM

KR( )

Creates a recording—if the destination is an existing mailbox, Stratagy ES inserts the recording into that mailbox as a new message. Otherwise, the destination is assumed to be the name of an existing file and the recording is placed there.

Syntax KR(dest)

where:

dest Destination—mailbox or file (valid DOS file name). Can be a variable.

Example KR(532)

Inserts the recording in Mailbox 532 as a new message.

KT( )

Directs calls to a designated User ID when DSS function is active (dss_active = true), the DSS port is assigned in the “answering” mailbox, and the Night Transfer on the DSS console is On.

Syntax: KT(XXX)G(YYY)where:XXX Box number used when Night Transfer is On.

YYY Box number used when Night Transfer is Off.


Token Description



12-10

KV( )

Delete record from a database—for the file specified, deletes the first record with the value in that field (if any).

If file ends with .DBF, Stratagy ES assumes it is in dBase format. Otherwise, Stratagy ES assumes it is the name of an ASCII file with columns separated by commas.

Syntax KV(file,field,value)

where:

file dBase file (.DBF) or ASCII file with columns separated by commas (comma delimited). Valid DOS file name. Can be a variable.

field dBase file field name or ASCII file column number. (1 is the value of the field before the comma.) Can be a variable.

value Any alphanumeric string. Can contain %S variables.

Example KV(xyz.dbf,client,”abc”)

For dBase file xyz.dbf, deletes the first record where the field named client contains the string “abc.”

L( )

Switch system language—immediately changes the system prompts to use the specified file (usually the specified file’s name indicates the language). All system prompts change, including User mode prompts.

Syntax L(language_file)

where:

language_file File name in the Stratagy ES directory that represents a Stratagy ES system language file which has the DOS suffix .IDX.

Examples

L(ENGLISH)

Uses the ENGLISH.IDX system prompt file in the C:\Stratagy ES directory.

L(SPANISH)

Uses the SPANISH.IDX system prompt file in the C:\Stratagy ES directory.


Token Description



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M( )

Audiotex menu—the M( ) token enables you to specify fast single-digit entry for audiotex menu selections. While Stratagy ES processes this token, it plays (or says) the specified greeting while waiting for a single DTMF digit to be pressed by the caller. When the caller presses the single DTMF digit, Stratagy ES looks up the menu selection that matches and continues processing at the specified mailbox. Therefore, this eliminates the normal delay for determining completed DTMF entry.

Note While this Token is active, no other digits, except the defined menu selections, is recognized.

Syntax M(Gn,count,delay)

where:

Gn mailbox’s greeting number (range: 1~7).

count Number of times to play the greeting.

delay Time (in 10ths of seconds) to wait after each saying of the greeting.

Example M(G1,2,20)

Plays greeting 1 up to two times with a 2-second delay after each time the greeting plays, waiting for the caller to press a DTMF.

• If the caller presses 5, Stratagy ES immediately continues processing at the mailbox specified in the Menu 5 field.

• If the caller makes no selection, Stratagy ES continues processing at the next token.

• If the caller makes an invalid selection, Stratagy ES continues processing at the Done chain.


Token Description



12-12

N( )

Update database record—the N( ) token enables you to update the values of a database record. It searches a file for the first record that has s-value in s-field. It updates the record by placing n-value in r-field, and then saves that record back to the database.

Syntax N(file,s-field,s-value,r-field,n-value[,r-field,n-value...])

where:


s-field Search dBase file field name or ASCII file column number. (1 is the value of the field before the comma.) Can be a variable.

s-value Search alphanumeric string. Can contain %S variables.

r-field Replacement dBase file field name or ASCII file column number to update.

n-value New alphanumeric string. Can contain %S variables.

ExamplesSuppose an ASCII file contains a listing of dealers, available parts, and orders on those parts. You could use the R( ) token to obtain information about how many parts the dealer wants to order and then use the N( ) token to update the database.

R(G1,%S1,40)

G1 Plays greeting 1: “Please enter your dealer number.”

%S1 Stores the caller’s entry in variable %S1.

40 Waits 4 seconds (40 ÷ 10 = 4) for DTMF after playing the greeting.

R(G2,%S2,20)

G2 Plays greeting 2: “Please enter the number of telephones you want to order.”



R(G3,%S5,20)

G3 Plays greeting 3: “Please enter the number of key systems you want to order.”



N(ORDERS.DOC,5,%S1,9,%S2,12,%S5)

• Searches ORDERS.DOC for the first record that has the value of %S1 in field 5.

• Replaces the current value of field 9 with %S2.

• Replaces the current value of field 12 with %S5.

• Saves the record back to the database.


Token Description



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O( )

Timed on-hook—an on-hook condition for the specified amount of time. Depending upon the value of tenths, you can effect a flash, or even a hang-up condition. This is useful for generating an intermediate hang-up condition during token processing without terminating the actual continued token processing.

Syntax O(tenths)

where:

tenths Time in tenths of seconds.

Example O(60)

Goes on-hook for 6 seconds (60 ÷ 10 = 6).

P( )

Play—the P( ) token enables you to communicate information in a variety of ways to a caller or to a user when used in a Notify record’s Method field. While Stratagy ES is playing, the skip ( , �) and volume (�, �) keys on the telephone work.

Syntax Prepeat(item)

where:

repeat Number of times to play the item. If omitted, defaults to 1.

item Each item causes Stratagy ES to say specific information. The items are defined as follows:

where:

A, string Alphanumeric string string.

D Percentage of remaining disk space.

G[n, uid] Greeting n of the current mailbox or mailbox uid.

M[, uid] Total number of messages and number of new messages for the current mailbox or mailbox uid.

Mn[, uid] Message n in the Saved Message Queue, if enabled, of the current mailbox or mailbox uid.

MNn[, uid] Message n in the New Message Queue of the current mailbox or mailbox uid.

MSn[, uid] Message n in the Saved Message Queue of the current mailbox or mailbox uid.

MUn[, uid] Message n in the Urgent Message Queue of the current mailbox or mailbox uid.

nn,V System prompt nn.

R DTMF digits entered by a caller who has invoked relay paging (used only in the Notify record Method field).

%Sn DTMF digits currently represented by the variable %Sn, where n is a number from 0 to 9. This is most effective for repeating the DTMF entered by a caller for confirmation.

%Sn, N DTMF digits currently represented by the variable %Sn, as a number where the range is assumed to be between 0 and 999 million.

%Sn, D DTMF digits currently represented by the variable %Sn, as a date, where the format is assumed to be either mmddyy (which assumes a year in the 1900s) or mmddyyyy.

%Sn, T DTMF digits currently represented by the variable %Sn, as a time of day, where the format is assumed to be hhmm.

%Sn, $ DTMF digits currently represented by the variable %Sn, as a dollar amount, where the last two digits are assumed to be cents.

%Sn, F The same as %Sn, $ except Stratagy ES uses francs and centimes.

%Sn, P The same as %Sn, $ except Stratagy ES uses pesos and centavos.


Token Description



12-14

P( )(continued)

U[, uid] “Name and extension” recording for the current mailbox or mailbox uid. If there is no recording, Stratagy ES says the current mailbox digits or mailbox digits uid.

V Digits in the Notify record’s Variable field.

X, file Voice file defined by file.

Examples

P(G1)

Stratagy ES plays greeting 1 for the current mailbox. This enables you to record and play any prompt.

P(06261994,D)

Stratagy ES says “June twenty-sixth, nineteen ninety-four.”

P(06261994,$)

Stratagy ES says “Sixty-two thousand six hundred nineteen dollars and ninety-four cents.”

Q( )

Question and answer (Voice Forms)—the Q( ) token enables you to ask a caller a series of questions and store all the caller’s responses as a single message or multiple messages in the current mailbox.

Record each question as a greeting. Stratagy ES plays each question/greeting with a tone, records a response, and then plays the next question/greeting until all the specified questions/greetings have been played.

You can ask the caller up to 20 questions. To play more than seven questions (using greetings 1 to 7 for the current mailbox), use questions from other mailboxes by specifying which mailbox’s greeting to access with a # sign followed by the uid. For example, G7#123 would use greeting 7 from Mailbox 123.

Syntax Q(Gn,...,E...)

where:

Gn Greeting number (range: 1~7).

E Groups the responses to the previous greetings as a single message.

... Additional greetings or groupings.

Examples

Q(G1,G2,G3,G4,G5,G6,G7,G1#9000,G2#9000)

Stratagy ES asks nine questions as recorded in the specified greetings (seven greetings from the current mailbox and two greetings from Mailbox 9000), records nine responses, and stores the responses as one message.

Q(G1,G2,E,G3,E)

Stratagy ES groups the responses to greetings 1 and 2 as one message and the response to greeting 3 as a different message.


Token Description



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R( )

Read DTMF from a caller—the R( ) token enables you to obtain caller information while prompting the caller with the specified recorded greeting. The token plays the greeting specified for the current mailbox and enables the caller to make DTMF entry which is stored in the specified %S variable. Stratagy ES interrupts the greeting as soon as the caller enters the first DTMF tone. If there is no caller DTMF entry, Stratagy ES initializes the %S variable to empty, i.e., ””.

Syntax R(Gn,%Sm,delay)

where:

Gn Greeting number for the current mailbox (range 1~7).

%Sm One of the %S storage variables (range: 0~19).

delay Time in tenths of seconds to wait for DTMF after playing the greeting (range: 0~99). If omitted, defaults to 0.

ExampleTo prompt and have a caller enter a telephone number and have Stratagy ES store that telephone number to be used later, you could:

Record in greeting 1: “Enter your telephone number. Finish by pressing the # sign.”

Use R(G1,%S6,20):

G1 Plays greeting 1.

S6 Stores the caller’s entry in variable %S6.


S( )

Serial port access—the S( ) token gives Stratagy ES access to serial ports. By communicating over serial ports, Stratagy ES can access other computers and store and/or retrieve information from remote databases.

Once an S( ) token has been executed, the serial port is locked for exclusive access by the current mailbox. The lock is removed only when Stratagy ES finishes executing the mailbox's Extension field. This enables several related S( ) tokens to be executed while the port is locked.

To properly use this token, the physical serial port must have certain configuration parameters defined. These parameters are grouped together under “Serial Port Descriptions” of the Stratagy ES System Configuration options (Chapter 4 – Stratagy ES Configuration Menu).

Syntax S(port,S,%Sn,termination,length,timeout)

where:

port Logical serial port (1 or 2) mapped onto a physical port number by the Stratagy ES System Configuration parameter serial_port1 for logical port 1 or serial_port2 for logical port 2 (Chapter 4 – Stratagy ES Configuration Menu).

S String sent out on the specified port. It may contain any alphanumeric characters, %S variables, and the following special characters:

\A Attention (bell sound), or Ctrl+G

\N Newline, or Ctrl+J

\R Return, or Ctrl+M

\T Tab, or Ctrl+I

\\ Backslash, the actual \ character

%Sn One of the %S storage variables (range: 0~19), which stores any response from the serial port. If omitted, Stratagy ES does not wait for a response.


Token Description



12-16

S( )(continued)

length Maximum number of characters to expect as input on the serial port. If the maximum number of characters is received, processing continues immediately with whatever characters that were received placed in the %Sn variable. If this option is omitted, it defaults to the maximum length of %Sn (128 characters).

termination List of characters that defines when Stratagy ES should stop reading from the serial port for storing in the specified %Sn variable. If omitted, defaults to “\N\R” as specified under “S”. The terminating character, if any, is not part of %Sn.

timeout Maximum time (tenths of seconds) Stratagy ES waits for input on the serial port when reading into the %Sn variable. When the timeout expires, Stratagy ES continues processing with the next token. Whatever characters, if any, received up to that point are placed in the %Sn variable. If this option is omitted, the default is the value of the Stratagy ES System Configuration parameter sys_tmo_serial (Chapter 4 – Stratagy ES Configuration Menu).

Example S(1,”GET INFO”,%S1,”\N”,80,40)

where:

1 Logical serial port.

”GET INFO” String sent out of port by Stratagy ES.

%S1 Store response in %S1 variable.

\N Newline (Line feed)

80 Maximum number of characters expected as input from serial port.

40 Four-second time out waiting for input from serial port.

T( )

Transmit fax—performs fax transmissions to either a specified telephone number or to a connected call. For a two-call fax back, use the two-option syntax. For a one-call fax on demand, use the three-option syntax.

If Stratagy ES has a free fax port available, transmission begins shortly on that port. Otherwise, the request will be queued for transmission along with any other such requests. Normally you will install your fax software so that if a transmission fails (for instance, if the remote fax is busy), then the request will be retried automatically at a later time, up to a maximum number of retries.

Syntax T(file,string)T(file,"",tokens)

where:

file File name of the fax you want to transmit. Valid DOS file name.

string DTMF digits representing the telephone number to dial to connect to the fax device that accepts the transmission. It can contain %S storage variables. If it is the empty string, i.e., ””, then Stratagy ES waits until a call rings into the fax port.

"" Empty string. Stratagy ES implements the defined tokens.

tokens Stratagy ES implements the defined tokens to transfer the call to the Stratagy ES so fax transmission can begin. Typically it would be P(G1), which plays greeting 1: “Start your fax machine at the tone.”


Token Description



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T( )(continued)

Examples

T(FAX1.TXT,"9,%S1")

Causes Stratagy ES to fax the specified file to the caller’s fax number previously obtained and stored in %S1.

FAX1.TXT Name of the file to transmit.

9 Dials 9 for an outside line.

, Pauses (2 seconds).

%S1 Dials the DTMF digits stored in %S1.

T(FAX2.TXT,"","P(G1)")

Transfers call to fax/modem extension and transmits the specified file.

FAX2.TXT Name of the file to transmit.

" " Empty string. Stratagy ES implements the defined tokens.

P(G1) Plays greeting 1:”Start your fax machine at the tone.”

Note Use two backslashes \\ to signify one backslash \. For example, to specify the file name C:\Stratagy ES\NEW.TXT, use C:\\Stratagy ES\\NEW.TXT.

CAUTION! When creating applications using the J( ), T( ), and >( ) tokens, you must use the identical syntax for file identification. Otherwise, fax transmission or reception may fail.


Token Description



12-18

V( )

Search for value—the V( ) token searches the specified file, in the specified field, for the value given by item. If Stratagy ES finds the value, Stratagy ES stores the contents of the second field into variable %Sn. If Stratagy ES does not find the value, the token terminates and returns to the Done state.

If file ends with .DBF, Stratagy ES assumes it is in dBase format. Stratagy ES assumes field names instead of field numbers and invokes dBase file processing (including record locking, if specified). Otherwise Stratagy ES assumes that it is the name of an ASCII file with columns separated by commas.

There may be several pairs of fields and %Sn values, and Stratagy ES will retrieve them.

Syntax V(file,field,item,field,%Sn[,field,%Sn...])

where:


field dBase file field name or ASCII file column number. (1 is the value of the field before the comma.) Can be a variable.

item An alphanumeric string. Can contain %S variables.


ExamplesA caller enters his customer number to hear his credit line:

@R(G1,%S1,20)

G1 Plays greeting 1: “Please enter your customer number.”



@V(credit.doc,1,%S1,2,%S2)

• Searches CREDIT.DOC for customer number %S1 in field 1.

• Stores the contents of field 2 in variable %S2.

P(G2)P(%S2,$)

P(G2) Plays Greeting 2: “Your credit line is”

P(%S2,$) Says the value stored in %S2 as a dollar amount: “five thousand dollars.”


Token Description



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W( )

Wait (pause) for event—general wait token that enables Stratagy ES to wait for confirmation of specific events. It is useful for confirming dial tone and for notification to confirm that the appropriate answer has occurred. If the event does not occur, Stratagy ES terminates all remaining token processing.

Syntax W(n)W(n,P)W(n,V)W(n,T)

where:

n Wait (pause) for n tenths of a second.

n, P Wait up to n rings for a pager/beeper to answer.

n, V Wait up to n rings for a voice to answer.

n, T Wait up to n seconds to hear a dial tone.

Example W(3,P)

Waits up to 3 rings for a paging/beeping system to answer. You can use this to confirm that the paging company answered before playing DTMF to the paging company for pager notification of messages.

X( )

Creates a zero length file called file.

Syntax X(file)

where:

file Valid DOS file name.

Example X(NEW.TXT)

Creates zero length file NEW.TXT.

Y( )

Deletes file.

Syntax Y(file)

where:

file Valid DOS file name. Can be a variable.

Example Y(OLD.TXT)

Deletes the file OLD.TXT.

Z( )

Execute Done chain mailbox—checks for the existence of file. If the file exists, Stratagy ES executes the Done chain mailbox. If the file does not exist, the system processes additional tokens.

Syntax Z(file)

where:

file Valid DOS file name. Can be a variable.

Example Z(CHECK.TXT)

Stratagy ES checks if the file CHECK.TXT exists. The file exists, and Stratagy ES executes the RNA chain mailbox.


Token Description



12-20

+( )

Addition—enables you to perform modifications to values for calculation and control. Ideal for controlling limits and loops.

Syntax +(%Sn[,item])

where:


item Positive or negative value or another %S variable. Defaults to 1 if not specified.

=( )

Equate—gives the specified storage variable the value specified. The value may be a sting or a numeric and should be quoted. The four-option syntax enables substring assignments.

Syntax =(%Sn,item)=(%Sn,item,start,end)

where:


item Any alphanumeric string. Can contain %S variables.

start Starting character position for assigning a portion of item.

end Ending character position to assign when used with start.

Examples

=(%S1,"FRENCH")

Gives %S1 the value of “FRENCH”.

=(%S1,"FRENCH",3,5)

Gives %S1 the value of ENC (E is the start character and C is the end character).

=(%S1,%S2,1,3)

where %S2 = 7530414. Extracts prefix of the telephone number in %S2 (the first through third number) and gives %S1 the value of 753.

?( )

Exists in file—searches the specified file for the specified item. Stratagy ES searches the file on a line-by-line basis and the item is found when it matches an entire line within the file. If the item is found, processing continues at the mailbox specified; if not, processing continues with the next token.

One use of this token is to control the use of a fax-on-demand feature. If you find that someone is having a document faxed repeatedly to a phone number (perhaps the phone number of someone who does not want your fax), you can enter such numbers into a file, then program Stratagy ES to check an entered fax number against those in the file and, if found, branch to a mailbox which plays a greeting saying that the entered phone number is invalid and then hang up. If the entered number were not found in the file, then processing would continue normally and the fax would be sent to the requester.


Syntax ?(item,fsile,uid)

where:

item Any alphanumeric string. Can contain %S variables.

file ASCII text file specified by a DOS file name. Can be a variable.

uid Valid mailbox.


Token Description



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<( )

Start Incremental fax—enables you to have a caller request multiple fax documents and then to transmit the requested documents with one call.

The <( ) token must be used with the >( ) token. To fax multiple documents, first initiate the process with this token and as the caller requests faxes, add the requested document using the >( ) token. The fax is sent automatically after the caller hangs up.


Syntax <(string)

where:

string DTMF digits representing the telephone number that should be dialed. Can contain %S variables. If it is the empty string, i.e., ””, then Stratagy ES waits until a call rings into the fax port.

>( )

Add incremental fax—enables you to transmit more than one requested document with one call. Before using this token, you must first start incremental faxing with the <( ) token. See the <( ) token for details.



CAUTION! When creating applications using the J( ), T( ), and >( ) tokens, you must use the identical syntax for file identification. Otherwise, fax transmission or reception may fail.

Syntax >(file)

where:

file File name of the fax you want to transmit. Valid DOS file name.

¦( )

Append variables to file—writes all twenty %S variables (%S0~%S19) to the specified file. If the file already exists, the variable values are appended to the file; otherwise, the file is created. The values are separated by commas and terminated by a new line.


Syntax ¦(file)

where:

file Valid DOS file name.


Token Description



12-22

[( )

Read %S variables state—reads the values of all twenty %S variables (%S0~%S19) from the specified file. The format expected is a one line, comma delimited, ASCII file where the first value is %S0, the second is %S1, etc.

When the [( ) token is used with the ]( ) token, you can read, modify, and write (remember) %S variables.

Notes

• Use two backslashes \\ to signify one backslash \. For example, to specify the file name C:\Stratagy ES\NEW.TXT, use C:\\Stratagy ES\\NEW.TXT.

• To avoid potential simultaneous access errors: within the same mailbox, if you read with the [( ) token, write with the ]( ) token.

Syntax [(file)

where:

file ASCII file with columns separated by commas (comma delimited). Valid DOS file name. Can be a variable.

]( )

Write %S variables state—writes the values of all twenty %S variables (%S0~%S19) to the specified file. Typically, you would use this with the [( ) token which reads the %S variables.

Notes

• Use two backslashes \\ to signify one backslash \. For example, to specify the file name C:\Stratagy ES\NEW.TXT, use C:\\Stratagy ES\\NEW.TXT.

• To avoid potential simultaneous access errors: within the same mailbox, if you read with the [( ) token, write with the ]( ) token.

Syntax ](file)

where:

file ASCII file with columns separated by commas (comma delimited). Valid DOS file name. Can be a variable.

^( )

Change port volume—changes the volume of the current port to the specified level.

Notes

• The Stratagy ES system configuration parameter gain_norm sets the starting volume of all the ports (Chapter 4 – Stratagy ES Configuration Menu).

• For the user, the current port volume can be set through the Mailbox Editor Menu User Mode Options Tab screen’s Playback Volume field and by the user with the Play Message Controls (Chapter 5 – Voice Processing).

Syntax (n)

where:

n Volume of current port(range: -8~8). -8 is the softest0 is the default initial volume8 is the loudest.


Token Description



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{ }

Input file—the { } token enables you to use an external file to be read for input of additional tokens.


Syntax {file}

where:

file ASCII text file containing valid Stratagy ES tokens. Valid DOS file name.


Token Description



12-24

System

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System Reports 13

Stratagy ES system offers you a wide variety of reporting options. You can choose a predefined or customized report and you can view, print and/or save the report to file.

This chapter covers all reporting options and provides instructions on using the Reports menu.

Data RetentionStratagy ES maintains data log information for up two months. After that date, the system automatically moves the data to a compressed summary log file that can be programmed to be kept archived for up to one year.

Report TypesYou can generate a variety of reports that provide information about the Stratagy ES system and user mailboxes. There are two sets of menus available in Stratagy ES:

• Report Option 1 contains a predefined set of comprehensive reports covering statistics for ports, calls, messages, system information, and mailbox information. The reports are:

• Individual Port Statistics

• Port Group Statistics

• All Port Statistics

• Mailbox Call Statistics

• Mailbox Usage Summary

• Mailbox Info and Status

• Mailbox Message Statistics

• System Information

• Report Option 2 enables you to customize a report for:

• User Mailboxes

• AMIS Gateway and Proxy Mailboxes

• VPIM Gateway and Proxy Mailboxes


System ReportsReport Elements

13-2

Report ElementsEach report displays the date it was run (i.e., Generated At) and the period of time that it covers (i.e., Report Period From/To).

Reports can be viewed, printed or saved to a disk or Lotus Notes Database. The reports can be saved in the following formats: Excel, Word, HTML, Lotus 1-2-3, Data Interchange Format (DIF), Crystal Reports (RPT), comma-separated values (CSV), character-separated values, tab-separated values, text, rich-text, paginated text, report definition, and record style (columns of values).

A combination status and toolbar appears at the top of each of the reports (see Figure 13-1). The bar provides the print, save and size buttons as well as the report’s total number of pages and the number of the current page you are viewing.

Figure 13-1 Report Toolbar/Status Bar

Report Option 1Reports run using the Option 1 selection fall into the following categories:

• Port Information and Statistics

• Mailbox Information and Statistics

• System Information.

This section gives instructions on running, printing and saving a report as well as descriptions on all the reports.

Run and/or Print Report1. From the Stratagy Administration Menu, click Reports > Report Option1. The Report Option 1

screen displays.

2. Select the desired reports. For reports that have From/To fields, you can enter the dates you need. If a date is left blank, the report covers the data from the beginning data log period to the current time.

The reports that do not have any From/To fields, provide real time statistics of a mailbox at the moment that the report was generated.

3. Click Run. The report(s) display on the screen. If more than one report is requested, the reports are layered on the screen.

6. When you are finished, you can save the report to disk, or simply close the window (see “Save Report to File” below).

4. (Optional) From the toolbar, click the Size icon to view a report. There are three sizes available.

5. (Optional) From the toolbar, click the Print icon to print a report.

SizeSavePrintCurrent Page Total Pages

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Save Report to File

4. Fill in the fields of each of the boxes and click OK. During the transferring of the file, the screen displays the message “Exporting Records.”

Port Information and StatisticsThis group of reports contains the statistical information for each configured Stratagy ES port. The group consists of the following reports:

• Individual Port Statistical – Shows the number of incoming/outgoing calls for each port, number of seconds each port was busy, and the number of seconds each port was disabled by Stratagy ES (due to failure).

• Port Group Statistics – Contains the activities for a group of ports. Enables you to monitor two or more Telephone System Integrations sharing a single port.

• All Port Statistical – Provides total number of incoming and outgoing calls for the entire system, the total number of times the system could not perform the outgoing notification because of the minimum percentage of free ports that were not available. Enables you to better configure the number of reserved outgoing ports for notification.

1. With the report displayed on your screen, click the Save icon.The Export screen displays (shown at right).

2. From the drop-down menus for each field, make a selection. The Destination field has two valid destinations: Disk file and Lotus Notes Database.

3. Click OK. Depending upon the Format you choose, the number of pop-up boxes and their content varies.

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Individual Port Statistics Report

Figure 13-2 Individual Port Statistics Report Screen

Table 13-1 Individual Port Statistics Report Fields

FIELD DESCRIPTION

Port Number Assigned port number. Range 1~64.

Number of Incoming Calls Total number of incoming calls for port for this time period.

Number of Outgoing Calls Total number of outgoing calls for port for this time period.

Number of Busy in Seconds

Total number of seconds port was found busy.

Number of Times Out of Service

Total number of times port was placed out-of-service by the system due to failure.

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Port Group Statistics Report

Figure 13-3 Port Group Statistics Report Screen

Table 13-2 Port Group Statistics Report Fields

FIELD DESCRIPTION

Group Name Group number assigned in Statistical Port Group Configuration (see “Statistical Port Groups” on page 4-18).

Note To run this report you must have defined the port groups in the Statistical Port Group screen.

Ports Ports belonging to this group.

Number of Incoming Calls Total number of incoming calls for group for time period.

Number of Outgoing Calls Total number of outgoing calls for group for time period.

Simultaneously Busy in Seconds

List of ports that are busy at the same time in this group. Report displays:

• 0 Ports – Total idle time (in seconds) for all available ports.

• 1 Ports – Total busy time in seconds for one port during the time period.

• 2 Ports – Total busy time in seconds for two ports during the time period.

• 3 Ports, etc. – Total busy time in seconds for xx ports during the time period.

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All Port Statistics Report

Figure 13-4 All Ports Statistical Report Screen

Table 13-3 All Ports Statistical Report Fields

FIELD DESCRIPTION

Number of Incoming Calls Total number of incoming calls for the entire system during time period.

Number of Outgoing Calls Total number of outgoing calls for the entire system during time period.

Total number of Times Outgoing Calls Busy

Total number of times outgoing calls could not be made due to a busy port by system definition.

Simultaneously Busy in Seconds

List of ports that are busy at the same time. Report displays:

• 0 Ports – Total idle time (in seconds) for all available ports.

• 1 Ports – Total busy time in seconds for one port during the time period.

• 2 Ports – Total busy time in seconds for two ports during the time period.

• 3 Ports, etc. – Total busy time in seconds for xx ports during the time period.

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Mailbox Information and StatisticsThis group of reports contains the statistical information for each configured Stratagy ES mailbox. The group consists of the following reports:

• Mailbox Calling Statistics – Provides calling statistics. Useful for monitoring call processing statistics of all mailboxes in the system.

• Mailbox Usage Summary – Contains statistics for individual mailbox usage. Total time (minutes) a mailbox is logged on to the system and total time (minutes) a mailbox is accessed from the caller Main Menu.

• Mailbox Info and Status – Provides individual mailbox information and status in detail.

• Mailbox Message Statistics – Contains essential information related to a mailbox’s messages.

Mailbox Calling Statistics Report

Figure 13-5 Mailbox Calling Statistics Report Screen

Table 13-4 Mailbox Calling Statistics Report Fields

FIELD DESCRIPTION

Mailbox Mailbox number.

No Answer Number of times messages left in the mailbox due to no answer.

Busy Number of times messages left in the mailbox due to busy.

Transfer to Operator Number of times callers were transferred to the operator for assistance, either due to time out or caller pressing “0.”

Transfer to Extension Number of times the callers entered another mailbox or extension.

Abandons Number of times callers hung up after reaching the mailbox extension without leaving a message, transferring to an operator or calling another extension.

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Mailbox Usage Summary Report

Figure 13-6 Mailbox Usage Summary Report Screen

Table 13-5 Mailbox Usage Summary Report Fields

FIELD DESCRIPTION

Mailbox List of mailboxes in the system.

Extension Associated extension for the mailbox.

Logon Time (min) Total time in minutes this mailbox has been logged in.

Accessed Time (min) Total time in minutes this mailbox has been accessed by a caller or transferred to another extension.

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Mailbox Info and Status Report

Figure 13-7 Mailbox Info and Status Report Screen

Table 13-6 Mailbox Info and Status Report Fields

FIELD DESCRIPTION


Name 1 Directory Name 1.

Name 2 Directory Name 2.

COS Name/number of the COS for the mailbox.

Name Record Yes/No – Indicates whether a name recording exists for the mailbox.

Default Security Code Yes/No – Indicates whether the default security code was changed.

Mailbox Creation Indicates the date/time when the mailbox was created. Format: MM/DD/YY HH/MM/SS.

Last Log On Indicates the date/time when the last log-on occurred for the mailbox.Format: MM/DD/YY HH/MM/SS

Mailbox Comment Mailbox comment line.

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Mailbox Message Statistics Report

Figure 13-8 Mailbox Message Statistics Report Screen

Table 13-7 Mailbox Message Statistics Report Fields

FIELD DESCRIPTION


New Msg Count Total number of new messages.

Folder Msg Count Total number of messages in all folders.

Total Msg Count Total number of all messages (i.e., new, saved, folders).

Average Msg Length Average message length.

Total Msg Time Total times in seconds of all messages.

Oldest Msg Date Date of the oldest message.

Fax Count Total number of fax messages.

Total Fax Count Total number of fax pages.

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System InformationThis report contains the general system status, usage information and statistical data.

System Information Report

Figure 13-9 System Information Report Screen

Table 13-8 System Information Report Fields

FIELD DESCRIPTION

Name and Current Software Version

Product name and software release version.

PBX’s ID PBX’s Integration Group names programmed in System Configuration (see “System Parameters” on page 4-27).

Disk Space Amount of available disk space.

Voice Ports Number of voice ports (see “Voice Ports” on page 4-11).

Amis Boxes Number of AMIS boxes (see “AMIS Networking” on page 11-9).

Total Mailboxes Total mailboxes in system.

System Distribution List Boxes

Number of system distribution lists (see “Distribution List (System)” on page 5-47).

Date Time Current system date/time. Format MM/DD/YY HH:MM.

Last Startup Time Date system last started up. Format MM/DD/YY.

Next Scheduled Shutdown Next scheduled shutdown for system (date/time).

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Report Option 2Report Option 2 enables you to customize a report by creating/editing and deleting a report template.

Report TemplatesStratagy ES uses the report template to define the contents of a report. To define the contents, you must:

• Select the report fields from the Report Template screen that will appear on the report. This is done by placing a number in the template field. The number marks the field for inclusion and designates the column order (e.g., 1 is far-left column) that the information from the field will appear in when the report is run.

• Specify the User mailboxes that will be included in the report.

• Designate the statistic start date. Information from that date to the current date will be contained in the report.

Once a report template is created, you can run reports using the template (see “Run and/or Print Report” on page 13-15). After running a report, you can view, print, or save the report to a file.

Create Mailbox Template1. From the Stratagy Administration Menu, click Reports > Report Option2 > Edit Template >

Mailbox.

2. From the Create Report Template screen, click Add. The Save As screen displays.

3. Type the template name into the File_name field. Click Save. The Create Report Template screen displays (shown at right).

4. Number the Report fields in the column order you want them to appear on the report. Maximum number of columns is 12.

For example, if you want a report listing the Mailbox Number, Maximum Rings, Dir Name 1 from left to right, the values for these fields would be:

Mailbox Number: 1

Dir Name 1: 3

Maximum Rings: 2

See Chapter 5 – Voice Processing for report field definitions.

5. Click OK. The template is saved and the screen closes.

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Edit Mailbox Template1. From the Stratagy Administration Menu, click Reports > Report Option2 > Edit Template >

Mailbox. The Create Report Template screen displays.

2. Use the drop-down menu to select an existing Template Name.

3. Edit the template and click OK. The template is saved and the screen closes.

Delete Mailbox Template1. From the Stratagy Administration Menu, click Reports > Report Option2 > Edit Template >

Mailbox. The Create Report Template screen displays.



4. Click Yes. The template is deleted from the Template Name list.

Create AMIS Template1. From the Stratagy Administration

Menu, click Reports > Report Option2 > Edit Template > AMIS. The Edit AMIS Template screen displays (shown at right).

2. Click Add. The Save As screen displays.

3. Type the template name into the File_name field. Click Save.

The Edit AMIS Template screen displays with the new template listed in the Template Name field.

4. Number the Report fields in the column order you want them to appear on the report. Maximum number of columns is nine. See “AMIS Networking” on page 11-9 for report field definitions.


Edit AMIS Template1. From the Stratagy Administration Menu, click Reports > Report Option2 > Edit Template >

AMIS. The Edit AMIS Template screen displays.



Delete AMIS Template1. From the Stratagy Administration Menu, click Reports > Report Option2 > Edit Template >

AMIS. The Edit AMIS Template screen displays.




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Create VPIM Template1. From the Stratagy Administration

Menu, click Reports > Report Option2 > Edit Template > VPIM. The Edit VPIM Template screen displays (shown at right).

2. Click Add. The Save As screen displays.

3. Type the template name into the File_name field. Click Save.

The Edit VPIM Template screen displays with the new template listed in the Template Name field.

4. Number the Report fields in the column order you want them to appear on the report. Maximum number of columns is nine. See “VPIM Networking” on page 11-17 for report field definitions.


Edit VPIM Template1. From the Stratagy Administration Menu, click Reports > Report Option2 > Edit Template >

VPIM. The Edit VPIM Template screen displays.



Delete VPIM Template1. From the Stratagy Administration Menu, click Reports > Report Option2 > Edit Template >

VPIM. The Edit VPIM Template screen displays.




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Run and/or Print ReportWhen you run a report, Stratagy ES compiles the report according to the report template and user mailboxes you selected. The reports are compiled in columns, displaying each column’s title across the top of the page. Mailboxes are listed in increasing order.

You can view, print, or save the report to a file on a floppy disk.

1. From the Stratagy Administration Menu, click Reports > Report Option2 > Run. The Generate Reports screen displays (shown at right).

2. Select a User Agent Type from the drop-down menu.

Note Valid types are Voice Mailbox, Amis Gateway, Amis Proxy, VPIM Gateway and VPIM Proxy.

3. Select the Template Name from the drop-down menu.

4. Type in the report’s start date in MM/DD/YY format.

5. Type in the first and last mailbox numbers.

6. Click OK. The report displays.

9. When you are finished, you can save the report to disk, or simply close the window (see “Save Report to File” on page 13-15).

Save Report to File

4. Fill in the fields of each of the boxes and click OK. During the transferring of the file, the screen displays the message “Exporting Records.”

7. (Optional) From the toolbar, click the Size icon to view a report. There are three sizes available.

8. (Optional) From the toolbar, click the Print icon to print a report.

1. With the report displayed on your screen, click the Save icon.The Export screen displays (shown at right).

2. From the drop-down menus for each field, make a selection. The Destination field has two valid destinations: Disk file and Lotus Notes Database.

3. Click OK. Depending upon the Format you choose, the number of pop-up boxes and their content varies.

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Maintenance and Upgrades 14

This chapter discusses the following subjects:

• “Backup” on page 14-2• “Restore” on page 14-4• “Stratagy ES Database Manual Backup/Restore Procedure” on page 14-5• “Upgrade Stratagy ES System Software” on page 14-7• “Upgrade SAM” on page 14-9• “Add Tape Drive” on page 14-10• “Format a Tape” on page 14-13• “Stratagy ES Software Recovery” on page 14-13• “Replace Stratagy ES Hard Drive” on page 14-16• “Stratagy ES/iES16/iES32 Spanish Prompt Upgrade” on page 14-17

A New Backup and Restore UtilityA new Backup and Restore utility will soon be available that can be used to connect to Stratagy ES or iES32 systems and start a backup or restore operation, either manually or at a scheduled time. To backup a system, the utility will collect the configuration files and messages including registry keys and have them stored on a storage destination of the administrator’s choice. The restore process will perform the reverse operation. This utility will simplify the process and make the whole operation transparent to users. The utility consists of two parts: a service application running on the Stratagy ES or iES32 system, and a client application with a Graphical User Interface (GUI) for use by the administrator.

Note This utility is scheduled for availability by the middle of the second quarter of 2005.

Prior to Installing/Upgrading1. We recommend that you back up your database prior to starting any installation or upgrading

procedure. (See “Backup” on page 14-2.)2. Make sure the set of upgrade software you received is the correct version for your system.3. Make sure you have all the necessary parts and tools.4. Since all of the procedures require Stratagy be out-of-service, coordinate with the customer a

time for Stratagy ES to be taken off line.5. Before removing and replacing components, you need to know:

• How to safely open a PC in order to install/remove cards in the computer.• How to identify basic components of a PC: e.g., motherboard, video board, controller board,

voice board, disk drives, power supply, cables.

WARNING! The battery on the iES16/iES32 baseboard cannot be replaced in the field. Replacement of the battery with an incorrect type creates the risk of explosion.


Maintenance and UpgradesBackup

14-2

BackupThis section gives you guidelines on how to back up data to a tape. For more detailed information, see a Windows 2000 manual.

Before you back up data, you must stop Stratagy ES and supporting processes to ensure that files are closed when creating a full “bootable” tape backup.

Step 1: Stop Stratagy Administration� From the Stratagy Administration screen, click File, then Exit. The Stratagy Administration

program closes.

Step 2: Stop Stratagy Server1. From the desktop, click the StartStratagy icon. The Stratagy Enterprise Server Control screen

displays.

2. Click Stop. The screen displays the message “Stop Pending.”

3. When the server is stopped, close the screen.

Step 3: Stop GammaLink System Service (optional)If you have a GammaLink Fax board installed, you need to stop the GammaLink System service. If the service is running, you cannot stop the Dialogic Services in Step 4: “Stop Dialogic Services”.

1. From Windows 2000, click Start > Programs > GammaLink, then Start GammaLink System Service. The GFStartUtility screen displays.“Running.”

3. Close the screen.

Step 4: Stop Dialogic Services1. From the Windows 2000, click Start > Programs > Dialogic System Software > Dialogic

Configuration Manager - DCM. The DCM Main screen displays (see Figure 16-1 on page 16-4).

2. From the Main menu, click Service > Stop Service. A message pop-up box displays stating that the Service has been successfully stopped and the Service Status at the bottom of the screen changes to Stopped.

3. Click OK. The message box closes.

4. Click File, Exit. The DCM Main screen closes.

Step 5: Stop all other IVR Related Services� Stop all related IVR services. This may include SQL server, Attachmate Host Interface, CT

Server, or other programs.

2. From the GFStartUtility screen, click the Stop icon on the toolbar

...or Service > Stop. The GFStartUtility screen Status field changes to “Stopped.”


Maintenance and UpgradesBackup

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Step 6: Back up DataImportant! For initial installations, make two backup tapes. Keep one at the customer site and

one at the dealer’s. Repeat this process for all major upgrades and changes.

1. From Windows 2000, click Start > Programs > Administrative Tools (Common) > Backup. The Backup window displays.

2. Click Window > Drives. The Drives window displays.

3. Select (check) the drive folders or files you want to back up. To back up the entire hard drive, select the C:drive icon by clicking on the box next to it.

4. From the toolbar, click the Backup button. The Backup Information window displays.

Note Always check the Log File option. A record of the Backup utility’s actions is written to the Backup Log File (default is Backup.log) located in the folder containing your windows operating system files. Use Notepad to view the contents of the Backup Log file.

5. Type a tape name.

Note Toshiba recommends the Tape Name include at least the system ID, date, and backup type; e.g., IVR1 19990815 Bootable.

6. Click Verify After Backup > Backup Local Registry > Restrict Access to Owner or Administrator, as appropriate.

Notes

• Always check the Verify After Backup option. The program compares the contents of the tape with the contents of the files on the disk.

• Always check Backup Local Registry when doing a bootable backup.

• Restrict Access to Owner or Administrator restricts who can restore the tape in the event of an emergency. If the system has multiple users who may be called upon to restore the system, you may not want to restrict access.

7. Click Append to add to an existing tape backup

...or Replace to create a new backup tape or overwrite data on an old tape.

Note Click Replace for a bootable backup.

8. Type a Description for the backup set in the text box.

Note If you are backing up files from more than one drive, you can name each drive set.

9. In the drop-down menu, click the Backup Type (i.e., Normal, Copy, Differential, Incremental, or Daily) you want.

Notes

• For bootable backups, select Normal.

• Selecting Copy, enables you to backup selected files.

10. Click the Log Type you want to write to in the backup log.

Note Select either Summary or Full. No log is a problem when you least expect it.

11. Click OK. The backup begins. The Backup Status window informs you of the progress.

12. When the backup is complete, label the tape and store it in a safe place.


Maintenance and UpgradesRestore

14-4

RestoreThis section gives you guidelines on how to restore data from a tape. For more detailed information, see a Windows 2000 manual.

You will learn how to:

• restore from a backup tape

• restore a complete system from a backup tape after reformatting or replacing the hard drive

Important! Before restoring a tape, you should always restore and test a sample file. Use the Restore function to restore a single file and make sure it is usable.

Restore from a Backup Tape1. Insert the tape in the tape drive.

2. From Windows 2000, click Start > Programs > Administrative Tools (Common) > Backup. The Backup window displays.

3. Double-click the Tape in the Backup window to open it.

4. Click the volumes, folders, or files you want to restore. To restore the entire tape, select the Tape icon by clicking on the box next to it.

5. From the toolbar, click Restore. The Restore Information window displays.

Note Always check the Log File option. A record of the Restore utility’s actions is written to the Restore Log File (default is Restore.log) located in the folder containing your windows operating system files. Use Notepad to view the contents of the Restore Log file.

6. In the Restore To Drive drop-down menu, click the drive where the data is to be restored

...or if you want to restore to a path other than the one in which the files were originally located, type a Path in the Alternate Path text box.

7. Check Restore Local Registry, Restore File Permissions and/or Verify Restore, as appropriate.

Notes

• Always check the Verify After Restore option. The program compares the contents of the tape with the contents of the files on the disk.

• If you are restoring the entire hard drive, check Restore Local Registry and Restore File Permissions.

8. Select the Log Type you want to write to the Backup Log.

9. Click OK. The restore starts. The Restore Status window informs you of pertinent details of the process.

Restore Complete System after Reformatting/Replacing Hard Drive

1. Locate the three Windows 2000 Setup Disks. These disks are included as part of the original Stratagy ES installation. Additional sets can be produced by the Installing technician.

2. Insert Windows 2000 Setup Disk #1 (Boot) into the floppy drive.

3. Power up the system. The Windows 2000 Setup blue screen displays.

4. Follow the instructions on the screen to start the base operating system.

5. Insert the Original Windows 2000 CD-ROM in the CD-ROM drive.


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6. To install the minimum Operating System, follow the instructions on the screen.

Note Don’t worry about configuration at this point.

7. After the 2000 OS is installed, install and configure the Tape Drive drivers.

8. Follow the “Restore from a Backup Tape” on page 14-4.

Note Make sure the tape you are using is a full “bootable” tape that includes the Registry Files and File permissions.

Stratagy ES Database Manual Backup/Restore Procedure

Stratagy ES and iES16/iES32 systems store configuration and messages through a combination of registry settings and database/audio files. To properly backup and restore one of these systems, both elements must be backed up and subsequently restored to the target system. This document outlines the steps required to transfer the configuration, greetings and messages from one system to another.

Note When replacing a Stratagy iES16/iES32 system, software feature groups that have been purchased and delivered by TSD cannot be transferred using this procedure. Customer Service can assist you with coordinating the transfer of any features to the new system. To transfer features from one Stratagy Enterprise Server standalone system to another, simply move the SAM (Stratagy Activation Module) to the new system.

Here are the steps to Backup and Restore Stratagy Enterprise Server/iES16/iES32 database and configuration.

Step 1: System Backup

� To back up the folders containing the database/voice files

1. From the Stratagy ES/iES16/iES32 desktop, map to a Network Drive of a network server. This will be the destination of the backup files.

2. Create a new StratagyES folder on the network drive.

3. Open My Computer on the Stratagy system.

4. On the C: drive open the StratagyES folder.

5. Hold down the Ctrl key on the keyboard and click Database > Messages > Persistence folders, until all three are highlighted. Right-click on one of the folders and select Copy from the pop-up menu.

6. Right-click on the StratagyES folder that you created on the network drive and select Paste.

7. Files should begin copying to the network drive. When completed, the StratagyES folder on the network drive should contain the Database, Messages and Persistence folders, along with their contents.

Step 2: Back Up Registry Key1. From the Start Menu, click Run.

2. Enter REGEDT32 and then click OK.

3. In HKEY_LOCAL_MACHINE, click on SOFTWARE/TAIS.

4. Highlight the TAIS Key.

5. From the menu, select Registry > Save Key.


Maintenance and UpgradesStratagy ES Database Manual Backup/Restore Procedure

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6. Select the networked drive that was set up in the previous step, opening the Stratagy ES folder. Save the registry key in this folder. Give it an obvious name such as StratagyRegBackup.

Step 3: Backup Default Configuration On New SystemTo provide a contingency against corrupted data from the original system making the new system unbootable, it is a good idea to back up the original configuration of the new system.

1. Open My Computer on the replacement Stratagy system and open the C: drive.

2. Create a new folder on C: and name it SESBackup.

3. Open the C:\StratagyES folder.

4. Hold down the Ctrl Key and click Database > Messages > Persistence folders, until all three are highlighted. Right-click on one of the folders and select Copy from the pop-up menu.

5. Find the SESBackup folder that you created, right-click on it and select Paste.

6. When completed, the SESBackup folder should contain the Database, Messages and Persistence folders, along with their contents.

Step 4: Back Up Default Registry Key1. Run REGEDT32 (click Start > Run > REGEDT32 > OK) on the new system.

2. Open HKEY_LOCAL_MACHINE/Software/TAIS.


4. From the menu, select Registry >Save Key.

5. Select the SESBackup folder. Save the registry key in this folder. Give it an obvious name such as StratagyRegBackup.

Step 5: System Restore

� To restore the database/voice files

1. On the target Stratagy system, use the Stratagy ES Control to stop the Stratagy Service.

2. Stop the Dialogic Service: Click Start > Programs > Dialogic System Software > Dialogic Configuration Manager-DCM > and finally the Red Stop button on the toolbar.

3. On the target Stratagy system, map to the network computer drive containing the Stratagy ES Registry and database files.

4. Open the StratagyES folder on the network drive and, while holding down the Ctrl key, highlight the Database, Messages and Persistence folders.

5. Right-click on one of the folders and select Copy from the pop-up menu.

6. On the target Stratagy system, Open My Computer and drill down to the StratagyES folder.

7. Right-click in the StratagyES folder and select Paste from the pop-up menu.


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Step 6: Restore Registry Information1. On the target Stratagy ES/iES16/iES32 system, run REGEDT32.

2. Open HKEY_LOCAL_MACHINE/Software/TAIS.


4. From the menu, select Registry > Restore.

5. Open the C:\StratagyES folder on the local hard drive, highlight your registry backup file and click Open.

Step 7: Restart Dialogic and Stratagy ES Services1. Restart the Dialogic Service: Click Start > Programs > Dialogic System Software > Dialogic

Configuration Manager-DCM > and finally the Red Stop button on the toolbar. Wait for service to start.

2. Restart the Stratagy Service: Click Start > Programs > Stratagy Enterprise Server Administration > StartStratagy > Start. When the status changes to “Running,” call Stratagy and verify correct operation.

Upgrade Stratagy ES System SoftwareIn order to perform an upgrade of Stratagy ES software, the Stratagy ES service must first be shutdown. So before beginning the upgrade process, inform the customer that the voice mail will be out of service for a software upgrade.

Note Toshiba strongly suggests that you back up your system prior to performing this upgrade.

Upgrading Stratagy iES16/iES32 In order to facilitate the Stratagy iES16/iES32 software upgrade, you need a network computer equipped with a CD-ROM drive and NetMeeting software. For this procedure, this computer will be referred to as the Source computer.

1. Set up Sharing on the CD-ROM drive of the Source computer.

2. Establish a connection with NetMeeting between the Source computer and the iES16/iES32 through the network. See “Microsoft NetMeeting” on page 16-8 for instructions.

3. Once the Ethernet connection is established you will see the iES16/iES32 desktop in a window on the Source computer.

4. From the iES16/iES32 desktop, launch the Stratagy Enterprise Server Control and stop the Stratagy ES service. When the service is successfully stopped, close the Stratagy Enterprise Server Control screen.

5. Double-click on the Network Neighborhood icon on the iES16/iES32 desktop.

6. Find the computer name for the Source computer and double-click on the name.

7. Enter the share username and password, if necessary.

8. Insert the Stratagy iES16/iES32 Software CD-ROM in the Source computer’s CD-ROM drive.

9. From the iES16/iES32 desktop, find the CD-ROM drive of the Source computer. Double-click on the drive icon.

10. On the CD-ROM, locate the autorun.exe file and double-click on it. The Stratagy ES Software Menu displays.


Maintenance and UpgradesUpgrade Stratagy ES System Software

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11. Select “Stratagy iES16/iES32 Software” if this is an upgrade to a new version of system software.

...or select “Software Component Update” if the current version requires an update for software corrections.

Note If installing software that has been downloaded from Internet FYI, then click on the appropriate executable file that contains the software to be installed. This file will automatically begin the installation process.

12. Follow the instructions displayed during the installation process.

Upgrading Stratagy ES Standalone Systems

Upgrading Dialogic Software (for Stratagy 4.6 Software only)

Note The following procedure(s) must be performed if you are upgrading your Stratagy standalone system to 4.6 software.

For Stratagy ES4, ES80, ES96, ES96R (ISA Systems Running Windows NT4.0+SP6a, Dia-logic 3.1 with GDK Gammafax Support and optional SpeechWorks 6.0)

1. Uninstall existing Intel/Dialogic software. If you have SpeechWorks 6.0 installed, you must also uninstall it.

2. Install Intel/Dialogic SR 5.0.1 with GDK Gammafax support. (not supported by Stratagy ES4)

3. (optional) Install SpeechWorks 6.5SE + March 2003 update.

For Stratagy ES48 (PCI systems running Windows 2000 + SP4, Intel/Dialogic SR 5.1.1 + FP1 with GDK Gammafax support, Speechworks 6.5SE + March 2003 Update) and ES8 (PCI systems running Windows 2000 Pro with 8 ports).

� Install Dialogic System Software 5.1.1 Feature Pack 1 SU.

Upgrading Stratagy Software

1. Insert the Stratagy Enterprise Server Software CD-ROM in the CD-ROM drive of the Stratagy ES system to be upgraded.

2. Once installed, the CD-ROM automatically boots to the Stratagy ES Software Menu.

3. Select “Stratagy ES Software” if this is an upgrade to a new version of system software.

...or select “Software Component Update” if the current version requires an update for software corrections.

Note If installing software that has been downloaded from Internet FYI, then click on the appropriate executable file that contains the software to be installed. This file automatically begins the installation process.

4. Follow the instructions displayed during the installation process.

Upgrading ES96R2 with Gamma Fax Software (for Stratagy 4.6 Software with Gamma-Fax board)

If you have a GammaFax board, you need to install the GammaFax software.

1. From the Software Menu screen, select Gamma Fax Support.


3. When the installation has been successfully installed, a pop-up box appears. Click OK.


Maintenance and UpgradesUpgrade SAM

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Upgrade SAMThis procedure can be run using one of two available methods:

• The preferred method is that the Toshiba Technical Support Personnel via modem using pcANYWHERE (Stratagy ES standalone models) or HyperTerminal (iES16/iES32) updates the SAM.

Note To install pcANYWHERE follow the instructions provided with the software.

• If for any reason the update cannot be done remotely by Toshiba, you can perform the following upgrade program.

Run Upgrade ProgramNotes

• Key ID strings are unique for every SAM. If you have more than one SAM, you must run this program separately for each SAM.

• Key ID strings change every time you run this program. Noting the key string for future use is of no value.

1. From the desktop, select Start > Programs > Stratagy ES Administration > SAM Upgrade Service. The SAM Upgrade Service screen displays.

2. To find the current Key ID string, click Get. The SAM Upgrade Service screen displays with an identification number displayed in the SAM Key Info field (sample shown at right).

3. Click Save. The Save As screen displays.

4. Using the Save As screen, save the Key ID string to a file.

Note You can save the file to a disk and mail it or you can save the file to your hard drive and e-mail it to Toshiba Technical Support.

5. When you receive the Update Key string from Toshiba, click Get on the SAM Upgrade screen.

Note If you have had to exit the program and are reopening it, a different key string displays in the window than the last time. However, the Update Key provided will still update your key correctly.

6. Click Update Key. A drop-down box displays.

7. Click From File. The Open Command File dialog box displays.

8. From the Open Command File dialog box, locate the update file and click OK. The SAM is upgraded.


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Maintenance and UpgradesAdd Tape Drive

14-10

Add Tape DriveThis section gives you information required to install a tape drive (hardware and software) on the Stratagy ES.

• Installing the tape drive

• Configuring Windows 2000 for tape drives

This information is intended to act as a supplement to the TapeStor® 8GB Easy Installation Sheet that comes with the tape drive. In no way is it intended to replace the instructions.

Step 1: Unpack and Inspect the Tape Drive/ComponentsYour tape drive comes with the following components (see Figure 14-1 on page 14-10):

• Internal ATAPI tape drive (8GB)• Two mounting brackets to adapt the drive to a 5.25 inch drive bay

• Eight mounting screws

• Bezel

• Two side rails

• Seagate software and documentation

You will need a magnetic Phillips screwdriver.

Figure 14-1 Tape Drive Components

Step 2: Install Seagate Backup Exec Software (Optional)� Follow Step 1 on the TapeStor 8GB Easy Installation Sheet that was included in the package.

Notes

• Only install this software if Stratagy ES is running on Windows 2000 Workstation.

• The Seagate Backup Exec Software that is shipped with the Tape Stor 8 tape drives is only supported on Windows 2000 Workstation.

• This software is not required to perform backups of the Stratagy ES. Windows 2000 has its own backup utility (see “Backup” on page 14-2).

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8 screws Tape drive Brackets

Side rails Bezel



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Step 3: Configure the Drive� Since the tape drive will be on same cable as the CD-ROM drive, you do not have to change the

default jumper setting (Slave). See Figure 2 on the TapeStor 8GB Easy Installation Sheet.

Step 4: Assemble the Drive Package1. Attach a mounting bracket to the side of the

bezel. There are two tabs on each bracket that fit into the slots on the bezel. Push the bracket into the bezel until you hear the tabs snap into place and lock (see Figure 14-2). Repeat the process with the second bracket.

2. Place the tape drive onto the mounting brackets and line up the screw holes of the bracket and drive (see Figure 14-3). Secure the drive to the brackets with the screws provided.

Figure 14-3 Tape Drive and (Optional) Side Rail Assembly

3. (Optional) Place a side rail up against the mounting bracket (the side rail notch must face the bezel). Secure the side rail to the bracket with the screws provided. One screw should be placed though the bottom side rail slot and the bottom hole on the bracket. The second screw should go through the top side rail slot and the top hole on the bracket (see Figure 14-3). Do not overtighten the screws. Repeat the process with the second side rail.

A

BB

A

Slide bracket onto bezel. Tab A on the bezel fitsinto Slot A on the bracket.

Tab B on the bottom of the bezelfits into Slot B on the bracket.

Push until both tabs lock in slots.

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Figure 14-2 Bezel/Bracket Assembly

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Step 5: Mount the Drive1. Remove the cover from the Stratagy ES.

2. From the front of the Stratagy ES, remove the filler plate from the first available slot from the top. Slide the tape drive into the unused drive bay until the bezel is flush with the front of the computer. From each side of the Stratagy ES, attach the drive to the bay with the four screws provided (2 each side). Do not overtighten the screws.

Step 6: Connect the IDE Cable1. Unscrew the short cable attached to the SBC and replace it with a long cable.

2. Attach the middle connector on the cable to the CD-ROM drive and the end connector to the tape drive.

Step 7: Connect the Power Cable� Connect any unused power cable in the Stratagy ES to the back of the tape drive. See Figure 5

on the TapeStor 8GB Easy Installation Sheet.

Step 8: Complete the Installation� Follow Step 6 on the TapeStor 8GB Easy Installation Sheet that was included in the package.

Configuring Windows 2000 for Tape Drive

After installing the Tape Drive hardware in the Stratagy ES, follow these steps.

1. From Windows 2000, click Start > Settings > Control Panel. The Control Panel window displays.

2. Double-click the Tape Devices icon. The Tape Devices screen displays (shown at right).

3. Click Detect. Windows 2000 scans the system for the tape drive. After locating the device, a window appears asking if you want to install drivers for the tape drive.

4. Click Yes. The Install Driver screen displays (shown at right).

5. Under Manufacturers, Standard Tape Drives (default) is already highlighted.

Under Tape Devices, highlight IDE (Q1C-157) tape drive.

6. Click OK. The New SCSI Tape Device Found screen displays.

7. Click OK. A dialog box requests you insert the Windows 2000 Workstation CD-ROM.

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Maintenance and UpgradesFormat a Tape

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8. Insert the original Windows 2000 Workstation CD-ROM in the CD-ROM drive. Click OK. The Files Needed screen displays (shown at right).

9. In the Copy files from field, type the file path (d:\i386\qic157.sy_).

10. Click OK. The Tape Devices screen displays (shown at right).

11. Restart the Stratagy ES.

Format a Tape1. Insert a tape in the tape drive.

2. From Windows 2000, click Start > Programs > Administrative Tools > Backup. This launches the backup program.

3. Click Operations > Format Tape. The system reads the tape and a window appears with the basic tape volume information.

4. Click Continue to confirm the formatting. The system formats the tape and returns you to the backup window.

Stratagy ES Software RecoveryAll Windows 2000 and Stratagy ES software is pre-loaded at the factory before shipment. Use the following steps if it becomes necessary to reload the software.

Note We recommend that you back up your system prior to starting this installation procedure. You should also make sure that you have the correct version of the software for your system.

Step 1: Install Dialogic Software

Stratagy ES 4.0 Software or earlier

Important! If you are installing on a system that already has Stratagy ES software installed, be sure that the Server is not running. The software will automatically start if the Start Stratagy application has been set to automatic. See “Stop Stratagy Server” on page 14-2 for more details on how to stop Stratagy ES.

� Reinstall the following from the CD-ROMs that came with your system:

Dialogic System Software 5.0.1

...or

Dialogic System Software 5.0.1 with Gamma Fax

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Maintenance and UpgradesStratagy ES Software Recovery

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Stratagy ES 4.5 Software or later (with GammaFax Board installed)


1. Dialogic System Software 5.1.1 with Gamma Fax

2. PCI Detection Patch

3. Dialogic System Software 5.1.1 Feature Pack 1

4. Dialogic System Software 5.1.1 Feature Pack 1 SU

Note After first reboot, a welcome pop-up box appears stating “Found New Hardware Wizard.” Accept the default on the next screen and click Next. Check Specify Location and click Next. Click Browse. Navigate to Program Files/dialogic/drvr. Select dlgsram_nt4 and click OK.

Stratagy ES 4.6 Software or later (with Soft Fax)


1. Dialogic System Software 5.1.1 using CD-ROM dated 4/13/05 or later.

2. Select Dialogic System Software 5.1.1 with Soft Fax.

3. PCI Detection Patch

4. Dialogic System Software 5.1.1 Feature Pack 1

5. Dialogic System Software 5.1.1 Feature Pack 1 SU (second disk in the Dialogic system software set)

Note After first reboot, a welcome pop-up box appears stating “Found New Hardware Wizard.” Accept the default on the next screen and click Next. Check Specify Location and click Next. Click Browse. Navigate to Program Files/dialogic/drvr. Select dlgsram_nt4 and click OK.

Step 2: Configure Dialogic SoftwareSee Step 3: “Configure Voice Board Software” on page 2-4 for instructions.

Step 3: Install Stratagy ES Server SoftwareImportant! Verify that Stratagy ES is not running. If it is, be sure to keep a record of the Register

Alias and Manually entered Background Startup Tasks. This information will need to be re-entered before the IVR applications will work properly. After you have recorded the information, stop the Stratagy ES server. See “Stop Stratagy Server” on page 14-2 for more details on how to Stop Stratagy ES.

1. From the Software Menu screen, select Stratagy ES Software. The Welcome screen displays.

2. Click Next. The Choose Destination Location screen displays showing the default Destination Folder as C:\StratagyES.

3. Click Next. The Information screen displays. The system is upgraded using your existing database.

4. Click OK. The Setup Complete screen displays.

5. Click Finish.

Note You do not need to restart the computer at this time. If you are upgrading from an existing installation of the Stratagy ES Server, when prompted, “Do you want to replace existing database?,” select No.


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Step 4: Configure Gamma Fax Support1. From the Software Menu screen, select Gamma Fax Support.


3. When the installation has been successfully installed, a pop-up box appears. Click OK.

Step 5: Install Stratagy ES Administration Software1. From the Software Menu screen, select Stratagy ES Administration. The Welcome screen

displays.


3. When the installation is complete, click Finish.


5. IVR Feature Group only: Re-enter the IVR Alias Editors and assign them to the startup list (see “IVR Alias Editor” on page 10-6 for instructions).

Note This information must be re-entered before the IVR applications will work properly.

Step 6: Confirm that Stratagy ES is Installed and Running1. From Windows 2000, click Start > Programs > Stratagy Enterprise Server Administration >

Stratagy ES Administration. The Stratagy Login screen displays.

2. Type the computer’s name (address of the server). Press Tab.

Note The name is either the IP address of the Stratagy ES on the network or, if a Domain Name Server is in use on the network, a valid Fully Qualified Domain Name (FQDN) for the Stratagy ES on the local network.

3. Type the User Name (default is Stratagy) in the User Name field. Press Tab. The User Name is assigned in the Manage Administrators option (see “Manage Administrators” on page 3-6).

4. Type the password (default is Stratagy) in the Password field. Click OK. If you have not changed the default password, a dialog box displays.

5. Click Change Password to change the password. The Change Password screen displays

...or Cancel to ignore the dialog box. The dialog box closes but displays the next time you log on.

6. Type the new password (3~16 alphanumeric digits long). Press Enter.

7. Type the password again to confirm. Click OK. If you have not run the Configuration Wizard, a dialog box appears asking if you want to run the Configuration Wizard program.

8. Click NO to ignore the process. The Stratagy ES Administration window and the Voice Ports Status screen display. The next time you access the Administration program, the dialog box prompting you to run the Configuration Wizard displays.

...or click NO and check the “not display this dialog box again” option. The Stratagy ES Administration window and the Voice Ports Status screen display. You are not prompted again to use the Configuration Wizard.

...or click YES. The Configuration Wizard window displays. See Chapter 4 – Stratagy ES Configuration Menu for instructions.


Maintenance and UpgradesReplace Stratagy ES Hard Drive

14-16

Replace Stratagy ES Hard DriveStratagy ES automatically performs database maintenance during scheduled shutdown. The default schedule is Tuesday at 2:00 a.m. The Scheduler Tab screen in the Stratagy ES Configuration Menu displays the date and time of the next scheduled shutdown (see “Scheduler” on page 4-22).

1. Shut down Stratagy ES. (See “Shutdown” on page 3-8 for details.)

2. If the hard drive’s database information is accessible and is not suspected of being corrupted, back up the database in the Stratagy ES database folder (see “Backup” on page 14-2 for details).

3. Shut off the system’s power and disconnect the power cable and all other cables from the back of the system.

4. Using the key provided unlock the hard drive unit (see Figure 14-4) and remove the unit from the PC by gently pulling forward on the handle.

Figure 14-4 Stratagy ES Hard Drive Replacement

5. Remove the top panel from the hard drive unit.6. Unfasten the four screws securing the hard drive to the walls of the unit and remove the power

and HDD cables from the hard drive.7. Insert the new drive into the unit and plug the power and HDD cables into the new drive.8. Secure it with the screws removed in Step 6 and replace the top panel removed in Step 5.9. Replace the hard drive back into the PC and lock the unit with the key provided.

Important! The Stratagy ES will not boot up if the hard drive bay is not installed and locked.

10. Reconnect the cables removed in Step 3.11. Power up the system.12. Install Windows 2000 from the floppy-disks that came with the Stratagy ES and follow the

instructions in the Microsoft Windows 2000 Basics and Installation Manual.13. Follow the instructions in “Stratagy ES Software Recovery” on page 14-13.14. Reboot the system.15. Restore the database backup (see “Restore” on page 14-4 for details).16. Reboot the system.

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Stratagy ES/iES16/iES32 Spanish Prompt Upgrade

With the Stratagy 4.6 software, the Stratagy Enterprise Server, iES16 and iES32 systems support custom Spanish prompts. A CD-ROM must be purchased from Toshiba for installing the Spanish prompts (Part Number SES-SPANISH). The following procedures are the installation instructions for these prompts. 1. Insert the specified Spanish prompt CD-ROM for Stratagy ES/iES32/MAS into the CD-ROM

drive of the targeted Stratagy ES system. For Stratagy iES32 installation, you must first set up a share between the iES32 and the installing CD-ROM drive.

2. Using Windows® Explorer locate the file “setup.exe.”

3. Double-click on this file to begin the installation process. During this process the following steps are performed:

• Configures sys_language_table for English and Spanish.

• Installs Spanish prompts.

• Installs Spanish version of Tutorial.vox.

• Installs Spanish softkeys in the form of SoftkeyInit.tcl. When applying the Spanish prompts to a system, the installer renames softkeyinit.tcl to softkeyinit_en_fr.tcl, then copies softkeyinit_en_es.tcl into the same directory. Finally, the installer copies softkeyinit_en_es.tcl to softkeyinit.tcl, so that it will be used by SES at the next restart.

4. After the installation is complete, follow the instructions for configuring languages in the Stratagy ES Installation and Maintenance Manual or Strata CIX/CTX Programming Manual (Vol. 2) for the MAS.

Note Spanish Soft Keys require a Strata CTX to be running Release 2.22 software and a Strata CIX to be running version MJ047.

Change System Language Setting1. Launch Stratagy ES Administration. From the toolbar, click on the Language icon.

...or from the Stratagy ES Administration menu, click Configuration > Language. The Configuration Properties screen with the Language tab displays.

2. Click Configure. A dialog box displays.

3. Click Add. The Add List Element screen displays.

4. Type “Spanish” (case sensitive) as the new language and click OK. The dialog box reappears.

5. Highlight the language to be designated as the default language and use the Move Down or Move UP key to put this language at the top of the list. Click OK. The Language Tab screen displays.

6. Click Apply to save your changes.

7. Stop and Start Stratagy ES to activate the new language setting.


Maintenance and UpgradesStratagy ES/iES16/iES32 Spanish Prompt Upgrade

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Troubleshooting 15

This chapter discusses procedures to identify and correct faults within the Stratagy Enterprise Server (ES). Once faults are identified, it may be necessary to replace hardware components or make alterations, such as upgrades or configuration modifications, to the software of the system.

This chapter also covers the diagnostic programs, Event Viewer and Performance Monitor, available in the Windows 2000 to assist in maintaining the integrity of the product.

Note For performing remote maintenance and troubleshooting on the ES4, Toshiba strongly suggests the purchase of the Remote Maintenance Kit (part no. SES-REMOTE-KIT). The kit comes complete with an internal 56Kbps Internal PCI modem and pcANYWHERE remote maintenance software.

Determining the ProblemResolving problems is much easier if you consider the following:

• If you cannot start Stratagy ES, make sure that you have attached the power cord and that you have pressed the On/Off button.

• Check that all connecting cables are correctly and firmly attached. Loose cables can cause erroneous or intermittent signals. You may need to inspect the cables for loose wires and connectors for loose pins.

• If a problem occurs while Stratagy ES is functioning, document as much information concerning what is happening as possible (e.g., linecards, drives, keyboard and the video screen). Once the information is obtained, shut the system down to prevent any extensive file corruption.

• Remember to document what is happening. Write down what the system is doing and what actions you took, if any, immediately prior to and after the problem.

• Consider the simplest solution first. Ask yourself logical questions and consider the alternatives.

• Which part of the system is operating erratically? Voice boards? Disk drives? Keyboard? Video display? Each produces different symptoms.

• What appears in the video display? Do you see any error messages?

• Do any of the indicator LEDs glow? Which ones? Do they stay on or do they blink?

• Do you hear any beeps? How many? Are they long or short? Is the computer making any unusual noises?

• Isolate the problem. Disconnect any peripheral equipment that may be connected to the COM or parallel ports. Do not remove the SAM from the parallel port. You can connect a telephone port into a Stratagy ES voice port to verify operation when the Remote terminal is not connected.

• Make sure you are operating under the specified environmental conditions. These points serve as a guide. They are not definitive problem solving techniques. Some problems require the assistance of Toshiba Technical Support, but before you call, make sure of all the facts surrounding the problem.


TroubleshootingTroubleshooting Hints

15-2

Troubleshooting HintsProblem Description Suggestions

Dialogic Service will not start. • Check Windows 2000 System Event Viewer for log entries with dlcg_log listed as the Source for causes of non-start.

• If one or more Dialogic boards are installed, make sure;

• Each board has a different board offset or ID.

• Board IRQs have been set correctly per this Installation Guide.

Stratagy ES Service will not start. • Check Windows 2000 Application Event Viewer for log entries with StratagyES listed as the Source for causes of startup failure.

• Check to make sure that Dialogic Service has started.

• Check to make sure that the Stratagy Activation Module (SAM) is securely connected to the system’s parallel port.

• Rebuild the Stratagy ES Package list as directed on page 15-14.

Stratagy ES Service starts, but system does not answer and ports do not appear in the Voice Ports window of Stratagy ES Administration.

Typically this occurs if the Toshiba OEM board signature is missing on the board. Try another board (preferably one that has worked in another system).

Stratagy ES does not answer. • Make sure the Stratagy ES Service is running by viewing the Stratagy Enterprise Server Control window.

• If more than one SCbus card is installed in the system, make sure that they are interconnected with the SCbus ribbon cable.

• Check all phone cable connections.

• Try another voice board.

• Try installing the voice board in a different card slot.


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TroubleshootingEvent Viewer

Event ViewerThis section provides general information on the Windows 2000 diagnostic tool called Event Viewer. For more detailed information, see a Windows 2000 manual.

There are three categories the Event Viewer monitors:

• Information – Provides information on standard operating system events. It does not indicate a failure or warning condition.

• Warning – Indicates a condition that may need to be corrected, but does not affect the stability of the operating system.

• Stop Error – Contains information regarding a condition which may threaten the functionality of the operating system. Stop Errors should be checked to ensure the condition causing the error has been corrected.

Access the Event Viewer� From Windows 2000, click Start > Programs > Administrative Tools > Event Viewer. The

Event Viewer window displays.

Event LogsEvent Logs are overwritten when the maximum file size is reached or when an event surpasses a time limit. Occasionally, saving the Event Log is the only way you can keep a record of recurring problems.

There are three types of Event Logs:

• System

• Security

• Application

Select an Event Log

� From the Event Viewer, click Log > System, Security or Application.

Save an Event Log

1. From the Event Log, click Log, Save As. The Save As dialog box displays.

2. Click the folder where you want to save the log.

3. Type a filename for the log. Click OK.

View a Saved Event Log

1. From the Event Viewer, click Log > Open. The Open dialog box displays.

2. Double-click the saved Event Log (.evt) file. An Open File Type window appears.

3. Click the type of Event Log you wish to view.

4. Click OK. The filename appears at the top of the Event Viewer while you are viewing the selected Event Log.


TroubleshootingEvent Viewer

15-4

Clear an Event Log

Note You must be logged on as a 2000 System Administrator to clear an Event Log.

1. From the Event Viewer, click Log > Clear All Events. The Clear Event Log window displays asking if you wish to save the log before purging it. If you choose Yes, you are prompted for a filename.

2. Click Yes or No. Choosing Yes prompts you for a filename where the file is saved before clearing it. The next window asks you to confirm the clearing of the Event Log.

3. Click Yes to clear the Event Log. All event entries are cleared from the log file.

Important! Once a log file is cleared and not saved, the old file entries are permanently erased.

Change the Event Log Size/Overwrite Settings

1. From the Event Viewer, click Log > Log Settings. The Event Log Settings box displays.

2. From the drop-down menu, select the log whose settings you want to change.

3. Click the up/down arrows next to Maximum Log Size to set the size of the log file. The default is 512KB.

4. In the section labeled Event Log Wrapping, click the option that best suits your needs. If you select Do Not Overview Events, you need to periodically clear the Event Log.

5. When finished, click OK.

Filter Events1. From the Event Viewer, click Log and select the log to view.

2. Click View > Filter Events. The Filter window displays.

3. In the View From and View Through sections, click Events On if you wish to filter by time and/or date.

4. In both the View From and View Through sections, click the arrows adjacent to the date and time to define the desired range.

5. (Optional) If additional criteria are desired: In the section labeled Types, check the Event Types you wish to include.

6. Using the pull-down menus, select a Source or Category.

7. In the appropriate labeled text boxes, type in any User, Computer or Event ID criteria.

8. When finished, click OK. The criteria you selected is now used to filter the events viewed.

Reverse the Chronological Order of the Events Listed

� Click View > Oldest First

...or View > Newest First.

Adjust for a Low Speed Connection when Monitoring Events over a Network

� Click Options > Low Speed Connection.


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TroubleshootingPerformance Monitor

View Event Details� From the Event Viewer, double-click the Event listing you want to view. The Event Detail

window displays.

Note To change the event described in the Event Detail window to the next or previous event in the Event Viewer list, click the Previous or Next button.

Performance MonitorThe Performance Monitor enables you to track the activities of various components of Windows 2000. Options include charts, alert logs, and reports. These instructions are limited to the charting function only.

Use the Chart Function1. From Windows 2000, click Start > Programs > Administrative Tools > Performance Monitor.

The Performance Monitor window displays in the Chart View.

2. From the toolbar, click the Add a Counter button “+”. The Add to Chart window displays.

3. Click the Explain button to get an explanation of the items you have selected. A Counter Definition dialog box appears at the bottom of the window.

4. In the Instance section, select the counter you want to monitor. For many items, there is only one Instance.

5. Using the drop-down menus, select the color and scale you want for the Counter’s line and the the desired line width and style.

6. Click Add to add the counter you have specified in the chart.

7. Repeat Steps 4 through 6 until all the items you want to chart have a counter to represent them.

8. Click Done. The chart view plots all of the counters you defined.

Save Chart Settings1. Click File > Save Chart Settings. A Save As window appears.

2. Select the folder where you want to save the chart settings.

3. Type the file name you want for the chart settings. The file is given the extension .pmc.

4. Click Save. The settings are saved.

Remote Login Takes Excessive TimeIt is possible the PC you are trying to remotely log in to has the Windows screen saver set to an OpenGL type. OpenGL savers can take 100% of the CPU time when activated and will increase the wait time dramatically for anyone trying to log in to the PC remotely.


TroubleshootingCheck Stratagy ES Port Status

15-6

Check Stratagy ES Port Status1. From the Voice Ports Status screen, double-click the port

listing to view statistics on an individual port (sample shown at right).

2. Click Refresh to update the Statistics screen at any time

...or click Close to close the screen. The Voice Ports Status screen remains on the desktop.

Check SAM� From Windows 2000, click Start > Programs > Stratagy

Enterprise Server Administration > Stratagy Sam Query.

Validate Voice Board System Interrupts & MemoryNote Neither Stratagy or Dialogic IRQ or memory settings will display on these screens. This is

normal and should not be construed as a problem.

1. From Windows 2000, click Start > Programs > Administrative Tools > Windows 2000 Diagnostics. The Windows Diagnostics screen displays.

2. Click Resources tab. The Resources tab screen displays.

3. Click IRQ to check IRQ settings. The screen displays the IRQ setting, Device name, Bus and Type (e.g., ISA, PCI).

4. Click Memory to check base and offset memory settings. The screen displays the Address, Device name, Bus and Type (e.g., ISA, PCI).

5. When finished, click File, then Exit to close the Windows 2000 Diagnostics screen.

Verify COM Port SettingsSee “Verify COM Port Settings” on page 15-6 for instructions on checking COM port settings.

Note If the screen is not displayed on the desktop, click the Voice Port Status icon to display it.

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TroubleshootingVerify Modem Data Communication

Verify Modem Data CommunicationImportant! If you have a long wait when trying to login remotely to the Stratagy ES PC, check to

see if the PC you are trying to connect with has the Windows screen saver set to an OpenGL type. Open GL savers can take 100% of the CPU time when activated and will increase the wait time dramatically for anyone trying to login to the PC remotely.

Step 1: Set Stratagy ES as Host1. From Windows 2000, click Start, then highlight Programs. The Programs drop-down menu

displays.

2. Highlight pcANYWHERE32 and from the drop-down menu, click pcANYWHERE. The pcANYWHERE screen displays (shown at right).

3. Click Be A Host PC.

4. Double-click the Modem icon. The Stratagy ES Server is now waiting for connection.

Step 2: From Host System, Remotely Connect to Stratagy ES1. From Windows 2000, click Start, then highlight Programs. The Programs drop-down menu

displays.

2. Highlight pcANYWHERE32 and from the drop-down menu, click pcANYWHERE. The pcANYWHERE screen displays (shown above).

3. Click Remote Control, then double-click the Modem icon. The program prompts you to enter the modem phone number.

4. Enter the dialing number assigned at RSTU for the Stratagy ES system. The Remote PC is now able to operate the Stratagy ES Administration program on the Stratagy ES.

Step 3: Access Stratagy ES from Remote PC1. From Windows 2000, click on Stratagy ES Administration icon

...or select Start > Programs > Stratagy Enterprise Server Administration. The Stratagy Login screen displays.

2. Type the computer’s ID (address of the server). Press Tab.

3. Type the User Name (default is Stratagy) in the User Name field. Press Tab.

4. Type the password (default is Stratagy) in the Password field. Click OK. The Stratagy ES Administration Main Menu displays.

5. To exit Stratagy ES Administration, click Admin then Exit.

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TroubleshootingIntegrity Error in Event Viewer

15-8

Integrity Error in Event ViewerAfter installing critical files for the Stratagy ES, such as dynamic link library (.dll) files, or Software Component Updates (SCUs), an error may appear in the Application Event Viewer with wording such as:

Error - IntegrityApp {Components don’t match package list}

If this error, or other Application Errors that mention the term “Integrity” are encountered, more often than not this means that the Stratagy ES Components Package List needs to be rebuilt. To rebuild the Package List perform the following;

1. From the Control Panel, double-click on the Stratagy ES Components icon.

2. Click the Package List tab (shown at right).

3. Click Create.

4. Locate the STRATAGY.PKG file. This file can be found in directory C:\StratagyES\Bin.

5. Click OK. A dialog box informs you that the Package List has been successfully rebuilt.

Stratagy TraceTrace is a diagnostic tool that is designed to assist you in troubleshooting Stratagy ES’s activity. It is a program that records events such as digits dialed in, digits dialed out, mailbox access, port activity and more. When troubleshooting problems with Stratagy ES’s functionality, running the Trace program should always be one of your first options.

It is automatically turned on when the Stratagy ES Server is started (see Step 4 “Start up Stratagy ES” on page 2-5) and logs data until the Stratagy ES Server is shut down.

The Trace Data screen (Figure 15-1) consists of three elements: date/time, producer name list and message text. You can view, save, or print the data. Trace files that are not saved cannot be recaptured.

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TroubleshootingStratagy Trace

Figure 15-1 Trace Data Screen

Customize Trace ScreenThere are three methods for customizing the Trace screen:

• View options

• Properties screen

• Advanced Filter screen

View Menu Options

Using the View menu options, you can display or hide the date/time, producer name, status bar and whether the screen automatically scrolls or not. To make changes to the options, click View and then the option. Options with check marks next to them are selected and display on the screen.

Table 15-1 Trace Data Screen Fields

FIELD DESCRIPTION

Date/Time Date/Time message was generated.

Producer Name List List includes:

• Identifies session that generated message.

• Application components name within session.

• User Agent ID.

Message Text Brief description of message.

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15-10

Properties Screen

Using the Properties screen (see Figure 15-2), you can add an application prefix, display column borders, change the display font, and set the number of days the data is held in the temporary file. Changes can be made to any or all of the options.

Figure 15-2 Trace Properties Screen

Advanced Filter Screen

Producers added through the Advanced Filter Screen can appear in any text or background color you choose (see “Advanced Filter Screen” on page 15-10 for information).

Table 15-2 Trace Properties Screen Fields

FIELD DESCRIPTION

Application Prefix Specifies the prefix used to create the application name.

Display Options

Draw Border Check this box to draw borders between/around columns.

Number of Days Number of days the trace data can be kept in the temporary file.

Valid entries are: 1~7.

Font... Enables you to choose the font used for displaying the trace data.

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View, Save, and/or Print Trace Data1. From Windows 2000, click Programs > Stratagy Enterprise Server Administration > Stratagy

Trace. A blank Tracer screen displays.

2. Click File, Connect.

3. Type your password.

4. Verify the Server Name and Port numbers are correct and click OK

...or type the correct name and numbers into the fields. The Trace Data screen displays (see Figure 15-1).

5. (Optional) To save the Trace file, click File > Save As. Type in the file name and destination.

Note Trace files that are not saved are lost.

6. (Optional) To print the Trace file, click File > Print.

7. Click File > Exit. The screen closes. Trace continues to run until the Stratagy ES Server is shut down.

Trace FiltersThere are four Trace filters available:

• normal – general nature (Tracer screen defaults to normal)

• support – determines correct installation and configuration of Stratagy ES

• debug – intended for debugging (useful for software developers)

• advanced – limits the trace data displayed on the screen by specifying producer list attributes (see “Advanced Filter” on page 15-12).

The filters are available from the Filter menu at the top of the Tracer screen. An option with a check mark next to it means it is selected and only that trace data displays on the screen.

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15-12

Advanced FilterFrom the Advanced Filter screen, you can add, remove or edit a Producer on the display list. You can override the Producers list entirely and display all trace data or you can select specific producers from the list to appear on the Trace Data screen.

Add Producer

1. From the Tracer screen, click Filter > Advanced. The Advanced Filter screen displays (shown at right).

2. Click Add. The Trace Producer screen displays (shown at right).

3. Type the User Agent. For example, 205.

4. (Optional) To change the color of the text or background for trace data listings, click Color. The Text Color Selection screen displays (shown at right).

Note Changing the color(s) for a Producer assists you in quickly reading the Trace Data screen.

5. Click Text Color

...or Background. The Color screen displays (shown at right).

6. Click on a color and click OK. Your color selection displays in the sample portion of the Text Color Selection screen.

7. Click OK. */*/205 displays in the Advanced Filter screen, Producers list section with a red check mark next to it. If you selected special colors, the listing also displays in your color selection(s).

8. Click OK. The Advanced Filter screen closes and only trace data generated by producer */*/205 will display on the Trace Data screen.

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TroubleshootingTTS E-mail Feature Does Not Work

Override Advanced Filter Producer List

1. From the Tracer screen, click Filter > Advanced. The Advanced Filter Screen displays (see page 15-12).

2. From the Advanced Filter screen, select Display Trace Messages For All Producers at the top of the screen.

3. Click OK. The Advanced Filter screen closes and trace data generated by all producers will display on the Trace Data screen.

Select Specific Producers to Display


2. Double-click a Producer. The check mark is removed from the producer.

3. Click OK. The Advanced Filter screen closes and trace data for the producer you removed the check mark from will no longer display on the Trace Data screen.

Edit Producer


2. Highlight the Producer and click Edit. The Trace Producer screen displays (shown at right).

3. Make any changes you need. Click OK. The Advanced Filter screen displays.

4. Click OK. The Advanced Filter screen closes and the changes are saved.

Remove Producer


2. Highlight the Producer and click Remove. The Producer is removed from the list.

Important! No confirmation is requested. Make sure you want to delete the Producer before clicking Remove.

3. Click OK. The Advanced Filter screen closes and the changes are saved.

TTS E-mail Feature Does Not WorkCheck the following screens:

• On the Unified Messaging Tab screen (Mailbox Editor), verify the POP3 server and Email play back fields are configured with the proper e-mail settings. See “Unified Messaging” on page 5-42 for details.

• On the Stratagy ES Message Configuration screen, verify that the e-mail password has been entered in the Email password field. The feature will not work without this password. See Step 11 “Configure Stratagy ES Proprietary Outlook Form” on page 8-13 for details.

• Verify that the password entered in the Email password field matches the E-mail Server (e.g., Exchange) account password. The TTS feature will not work if they differ.

• From the Command prompt on the Stratagy ES

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TroubleshootingRebuilding Stratagy ES Component Package List

15-14

Rebuilding Stratagy ES Component Package ListThe Stratagy ES is made up of many different software components and files. It is important these files be synchronized together. This is done by the Stratagy ES Component Package List. The Package List keeps track of the different versions of components, alerting the software that controls basic behaviors of the system that newer versions have been installed. You should rebuild a Package List whenever new components or databases have been added to a system. For example, installing a Software Component Update from Toshiba, or restoring a system database.

� To rebuild a Stratagy ES Component Package List

1. From the Control Panel, double-click Stratagy ES Components icon.

2. Click Package List tab.

3. Click Create.

4. Locate the STRATAGY.PKG file. This file can be found in directory C:\StratagyES\Bin.

5. Click OK. A dialog box informs you that the Package List has bee n successfully rebuilt.

iES16/iES32 Unable to Communicate Using Stratagy ES Administration

� Try to “ping” the software or connect it through NetMeeting.

To “ping” the software, you must simply type the word “ping <IP address>” at the prompt. The Ping program will then send an Internet Control Message Protocol (ICMP) Echo packet to the iES16/iES32. If a response is received, the Network port is working and you can eliminate it as the problem.

Possible reasons for the communication failure might be:

• NetMeeting isn’t running on iES16/iES32.

• The administration password is incorrect – verify password, retry connection, contact support.

• Stratagy isn’t running on iES16/iES32. (This would cause remote admin to say that the server isn’t running – reboot the system.) Try connecting to the system using NetMeeting and manually starting the Stratagy ES service. Connect to the system with HyperTerminal to verify the machine boots completely.

• The IP address is incorrect – verify with NetSet.

• The iES16/iES32 couldn’t find the DHCP server – verify network settings.


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Basic Settings for Voice BoardsThis step covers the basic settings for the Dialogic peripheral boards. The following voice boards are available for installation in the Stratagy ES:

• D/4PCI

• D/41JCT-LS

• D/120JCT-LS

Note It is recommended that the voice boards start at the D0000 memory address.

Adding or removing a board can cause the renumbering of boards in the system, depending upon the PCI bus and slot number where you install it. Consequently the assignment of device names may change during the next system start up.

Also, PCI boards that use ID 0 for the geographical numbering sequence will be numbered before boards that use board IDs I-F.

Board Numbering

Important! All boards in the Stratagy ES must be set to the factory default of 0.

Analog Voice Boards

D/4PCI

� Check rotary switch SW1 (shown below) to verify that it is set to 0.

Table 15-1 D/4PCI Parts Description

Part Function

SW1 Board slot ID switch

SW4 Slide switches to set hookswitch state for start-up.

J1~J4RJ11 jacks to connect to 4 PBS or public telephone network lines.

J1J2

J3J4

SW1SW4

PCI Rear Bracket

Bus Connector7438



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D/41JCT-LS


All other switches or pinouts on D/41JCT-LS should be left with the default settings.

D/120JCT-LS


All other switches or pinouts on D/120JCT-LS should be left with the default settings.

Table 15-2 D/41JCT-LS Parts Description

Part Function



J1~J4RJ11 jacks to connect to 4 PBS or public telephone network lines.

JP1 Jumper reserved

JP2Jumper to terminate CT Bus on board at each end of CT Bus cable (factory default is unterminated).

CT Bus Connector ECTF H.100 compliant CT Bus edge connector

PCI Bus Connector PCI expansion bus edge connector

Table 15-3 D/4PCI Parts Description

Part Function



J1~J6 RJ14 connectors

J1J2

J3J4

SW30 SW4

JP2

JP1

Pin 1

PCI Rear Bracket

Slot Retainer BracketBus Connector 6895

CTbus Connector

J1J2J3J4J5J6

SW100

Daughterboard

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CTbus Connector

Rear Bracket

PCI Bus Connector Slot Retainer Bracket

SW1Baseboard


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Set Hookswitch State

This setting determines the board’s response when it receives an incoming call and the server’s power is On but the board is not initialized. Each voice board can be set to a different hookswitch or line state.

Note If the Stratagy ES is turned Off, callers hear ringing (on-hook).

Ringing (On-Hook)

SW1OFF

SW1 = Off (default): Callers hear ringing (on-hook).

SW1ON

Busy (Off-Hook)

SW1 = On: Callers hear a busy signal (off-hook).

Ringing (On-Hook) SW4OFF

SW4 = Off (default): Callers hear ringing (on-hook).

SW4ON

Busy (Off-Hook)

SW4 = On: Callers hear a busy signal (off-hook).

D/4PCI and D/41JCT-LS DIP Switch 4 D/120JCT-LS DIP Switch 1



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Auxiliary Programs 16

This chapter covers the auxiliary programs used in conjunction with the Stratagy ES products.

Stratagy ES Standalone ModelsThe following programs are resident on the Stratagy ES hard drive that supplement and support the overall Stratagy ES Administration program. The programs are:

• PBXpert/32

• Dialogic Configuration Manager (DCM)

• pcANYWHERE

PBXpert/32PBXpert/32 defines the tone patterns for the Stratagy ES. This program enables the Stratagy to “learn” the tone patterns that define ringing, busy, hang up, and reorder.

Note The tone patterns for the Toshiba DK424 telephone system are automatically defined during setup. Use PBXpert/32 only when initially configuring non-Toshiba telephone systems.

PBXpert/32 Modes

There are three modes you can choose when using the PBXpert/32 program: Manual, Automatic and Wizard.

Manual

This mode enables you to manually characterize any of the five call progress tones (dial, ring, busy, reorder and disconnect) that PBXpert/32 recognizes by controlling a phone that is connected to the PBX. This mode only needs one extension connected to the PBX to perform the “learning” process. For example, if you want to characterize a busy tone, you take the phone off-hook and dial that extension.

� To use the manual mode

1. Click Start > Programs > Dialogic System Software > Dialogic Configuration Manager (DCM).

2. From the DCM screen, verify that the Dialogic service is running (shown at bottom of the screen). If the service isn’t running, click the Start button on the toolbar or Service, then Start Service in the menu bar. When the screen changes to Running, click File > Exit.

You can now access the PBXpert/32 program. See the PBXpert/32 on-line tutorial for details on using this mode.


Auxiliary ProgramsStratagy ES Standalone Models

16-2

Automatic

This mode requires two extensions be connected to the PBX to perform the “learning” process. The mode controls the extension by listening to dial tone, creating a ring, taking it off-hook for busy/fast busy and disconnect. This mode both learns and tests the tone set.

� To use the automatic mode

1. Click Start > Programs > Dialogic System Software > Dialogic Configuration Manager (DCM).

2. From the DCM screen, verify that the Dialogic service is running (shown at bottom of the screen). If the service isn’t running, click the Start button on the toolbar or Service, then Start Service in the menu bar. When the screen changes to Running, click File > Exit.

You can now access the PBXpert/32 program. See the PBXpert/32 on-line tutorial for details on using this mode.

Wizard

The Wizard mode presents 10 screens that walk you through the process of creating a Tone Set File (TSF). This mode creates the TSF using the Automatic mode method and requires two extensions be connected to the PBX. See “Run PBXpert/32 Wizard” on page 16-3 for details on using this mode.

PBXpert/32 On-line Help

The following on-line help is available by clicking Help from the Main Menu:

• Help Topics – includes term definitions and explanations of components and procedures

• Troubleshooting Tips – includes Frequently Asked Questions (FAQ) and Error Messages

• Tutorial – includes both an automatic and manual tutorial as well as a tutorial on managing Tone Set Files (TSFs)

Define Tone Patterns Using PBXpert/32

Step 1: Perform the Following Procedures Prior to Running PBXpert/32

You must always do the following:

• Connect the voice ports to valid, working extensions on the telephone system.

• Verify that the extension connected to port 1 is not in any hunt group and does not have any call forwarding defined.

• Verify that the extension connected to port 2 has outside line access and can dial a test telephone number that will be answered (calling time or weather are good choices).

• Define a non-Stratagy ES extension connected to a telephone that will not be answered.

• Using the Dialogic System Software, configure the boards and channel resources that will be in use. If you do not perform this procedure prior to starting PBXpert/32 Wizard, the program displays a dialog box reminding you. Click OK and the program displays the needed screens for configuring the boards and channels.



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Step 2: Start Dialogic Voice Board

1. From Windows 2000, click Start > Programs > Dialogic System Software > Dialogic Configuration (DCM). The Dialogic Configuration Manager screen displays (shown at right).

2. Verify that the Dialogic program is running (shown at bottom of the screen). If the service is stopped, click the Start button on the toolbar.

3. Click File > Exit. The Dialogic Configuration Manager screen closes.

Step 3: Access PBXpert/32

1. From Windows 2000, click Start > Programs > Dialogic System Software > PBXpert/32. The PBXpert/32 Wizard Welcome screen displays.

2. Click Next and continue using the PBXpert/32 Wizard program. See “Define Tone Patterns Using PBXpert Wizard” on page 16-3.

...or click Cancel and use the PBXpert/32 Main screen.

Note If you do not want the Wizard program every time you start PBXpert/32, check the “Don’t run wizard at startup” before clicking Cancel.

Step 4: Exit PBXpert/32

� From PBXpert/32, click File > Exit. The screen closes.

Define Tone Patterns Using PBXpert Wizard

Step 1: Close Active TSFs

You should always close the active TSF before using the Wizard. If a TSF is active when you use PBXpert/32 Wizard, the following happens:

• The TAPI information in the consolidated tone set may be overwritten.

• The new tone set is included in the consolidated tone set.

• The new tone set is added to the active TSF.

• Depending on the tone sets marked for consolidation, it may not be possible to successfully consolidate and test the new tone set using the Wizard.

Step 2: Run PBXpert/32 Wizard

1. From Windows 2000, click Start > Programs > Dialogic System Software > PBXpert/32

...or if the Welcome screen has been turned off, click Tones from PBXpert/32’s Main menu and select Tone Wizard. The Welcome screen displays.

2. Click Next and follow the step-by-step instructions on the screens.

Note Stratagy ES does not support TAPI dialing codes, select None in the TAPI information page.

4516



16-4

3. When the process is complete, click Finish. The detailed information for the tone set displays (sample shown at right). The tone set has been added as a file to the system data.

4. From the PBXpert/32 Main screen, click File > Save to save the data.

5. (Optional) You can now consolidate or add the new tone set with other tone sets. See the PBXpert/32 tutorials for instructions on performing this step.

6. When you are finished, click File > Exit to exit the program and close the screen.

Dialogic Configuration Manager (DCM)The Dialogic Configuration Manager (DCM) displays the board configuration data for your system in a tree structure. The first level shows the family to which the board belongs. By clicking on the family name node, the board names display at the next level.

Figure 16-1 DCM Main Screen

The Dialogic Configuration Manager (DCM) program menu enables you to:

• Set the Dialogic System Service mode (i.e., Automatic, Manual).Important! Setting the Dialogic system service mode to manual on the iES16/iES32 will make

the system inoperable.

• Start and stop the Dialogic System Service.• View and modify configuration data for Board Locator Technology (BLT)-type boards.• Add, modify, and delete configuration data for hardware configurable boards.

See Figure 16-2 for a complete list of menu items.

3972

4515

Menu Bar

Toolbar

Status Bar

Service Status

Configuration Display



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Figure 16-2 DCM Main Menu Structure

View

The View menu consists of three options – Toolbar, Status Bar and View Log File.

DCM Toolbar

The toolbar displays at the top of the DCM window. It provides mouse shortcuts to the most used DCM commands.

You can click and drag the toolbar to anywhere on the window; however, once you exit DCM, the toolbar reverts back to its original position. To display or hide the toolbar, select the toolbar option from the View submenu.

Figure 16-3 DCM Main Screen Toolbar

4531

File

View

Exit

AutomaticManual

Toolbar

Status Bar

View Log File

Action Add Device Ctrl + D

Delete Device Ctrl + L

Configure Device Ctrl + F

Enable Device Ctrl + E

Disable Device Ctrl + I

Auto Detect Device Ctrl + O

Refresh

Service Startup Mode

Start Service

Stop Service

Help Contents

About Configuration Manager



16-6

Status Bar

The status bar displays at the bottom of the DCM window and describes actions of menu items as you navigate through the menus. To hide or display the status bar, select Status Bar from the View submenu.

Log File

The Log File option displays the Windows 2000 Event Viewer. To hide or display the file, select View Log File from the View submenu.

Figure 16-4 Log File

CLICK TO

Add Device Add voice board to system configuration.

Delete Device Delete voice board from system configuration.

Configure Device Configures a voice board within the system.

Enable Device Enable a board that has been disabled.

Disable Device Disable a board. The board’s configuration remains but the system doesn’t recognize the board at startup.

Start Service Start Dialogic System Service.

Stop Service Stop Dialogic System Service.

Refresh Refreshes the Service Status at the bottom of the screen and redraws the Configuration Display.

About Displays program information on DCM (e.g., version number).



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Set Dialogic System Service Mode

1. From the Windows 2000, click Start > Programs > Dialogic System Software > Dialogic Configuration Manager - DCM. The DCM Main screen displays (see Figure 16-1).

2. From the Main menu, click Service, Startup Mode (shown at right).

3. To change the setting, click Automatic or Manual.

Note System defaults to Manual.

4. Click File > Exit. The DCM Main screen closes.

Start/Stop Dialogic System Service

The Dialogic System Service downloads configuration parameter settings in the firmware to the Dialogic board(s) and initializes the board’s device driver(s). After installing and configuring a Dialogic board, you must start the Dialogic System Service in order to use the Stratagy ES Administration Program.

To add, delete or configure boards, the service must be stopped first.

Important!

• In order to Stop the service, Stratagy ES Server and GammaLink System Service must not be running.

• If the Dialogic service is stopped manually, while Stratagy ES is running, the Dialogic service cannot be restarted unless Stratagy ES is shutdown or Windows 2000 is restarted.

1. From the Windows 2000, click Start > Programs > Dialogic System Software > Dialogic Configuration Manager - DCM. The DCM Main screen displays (see Figure 16-1).

2. From the Main menu, click Service, Start Service

...or Stop Service. A message pop-up box displays stating that the Service has been successfully started/stopped and the Service Status at the bottom of the screen changes to Running/Stopped.

3. Click OK. The message box closes.

4. Click File > Exit. The DCM Main screen closes.

pcANYWHERERemote maintenance can be performed using the pcANYWHERE software. This software provides remote system support by Toshiba Authorized Dealer Technicians or Toshiba Technical Support Engineers. Windows 2000 RAS is also available for remote connectivity through a network.

4517


Auxiliary ProgramsStratagy iES16/iES32 Supplemental Support

16-8

Stratagy iES16/iES32 Supplemental SupportThe following programs supplement and support the overall Stratagy ES Administration program. The programs are:

• Microsoft NetMeeting

• Microsoft HyperTerminal

• IVPLauncher

• NetSet

Microsoft NetMeetingLocal maintenance can be performed using the NetMeeting software located on an IBM-compatible computer. This software replaces pcANYWHERE used on the standalone Stratagy ES systems.

NetMeeting is standard with Windows XP/2000/98 and Explorer 5 (and above), and has a full Graphical User Interface (GUI) that is convenient to use. NetMeeting works with the 2000 image just as if it were a regular desktop environment.

Important! Internet Explorer 5.5 and above is required.

� To access iES16/iES32 over the LAN using NetMeeting

1. Click Programs > Accessories > Communications > NetMeeting. The logon screen displays.

2. Click the Telephone icon.

3. Type the computer name or IP address of the target iES16/iES32. Select from the drop-down list, if the machine has already been accessed.

4. Check the “Require Security for this Call” box.

5. Click Call to display the Remote Desktop Login screen.

6. Type the User or Administrator Name (default is Administrator).

7. Type the User Password for the remote system (default is Administrator).

8. Click OK to establish the connection.

Once the Ethernet connection is established you will see the iES16/iES32 desktop in a window on the machine running NetMeeting. You first need to map the drives of the machine you are installing from to the iES16/iES32 desktop. You may then run installers or copy files in the conventional manner.



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HyperTerminalHyperTerminal is a basic communication software included as standard with Windows XP/2000/98/95. The serial cable required between the iES16/iES32 and the PC with HyperTerminal should be a 9-pin null modem cable (assuming the PC has a DB9 connector for its serial port). The cable should connect to a PPTC-9 adapter then to a 6-pin modular cable and finally connected to the iES16/iES32. The 6-pin modular cable must be a straight-through cable (see the diagrams in Stratagy iES16/iES32 Installation Guide and the diagram below for additional information).

1. Start HyperTerminal on the Stratagy ES Administration PC. The PC must be connected to the iES16/iES32’s COM1 port with a null-modem cable.

2. Check the PC’s serial port’s settings. They should be configured for 9600bps, 8-bit data, none parity, 1 stop bit and none flow control.

3. Reboot the iES16/iES32.4. Once the Shutdown LED goes dark, push and hold the Enter key on the PC’s keyboard until

you see “User name:” appear on the HyperTerminal screen.5. Logon by typing the name and password. 6. Go to NetSet.

IVPLauncherIVPLauncher is a service that runs only when iES16/iES32 boots up.

It checks the serial port for a Carriage Return (CR) string. If it detects 10 or more CRs, it connects the port to HyperTerminal on the Stratagy Administration PC and activates the Remote Console Administration service on NTE. Using the Remote Console service you can do administrative work. You must reboot the system after you are finished with the changes you have made.

If it doesn’t detect the CRs within 10 seconds, it starts the iES16/iES32 application.

NetSetThis is an application that enables you to display command syntax, retrieve current IP settings, enable DHCP, set fixed IP address, change an IP address, change sub-mask, change default gateway, and set the host computer name. These things may need to be done to configure the iES16/iES32 for installation into the end-user data network.

The command sends an echo back to you indicating it executed successfully or failed.

The following tables show the commands you need to enter, the echos that result, and whether you are required to reboot the system. The following definitions apply to the tables:

Command: Your input from the HyperTerminal.Argument: The parameters you enter after “netset.”Echo: The returns from the command “netset” displayed on the HyperTerminal screen.

Stratagy iES 32

6229

COM1 Port

6-Conductor Line Cord

Strata CTX

Straight Through

Stratagy Administration PC

Null-modem Adapter

PPTC-9 Connector

236415

654321

RDTD

DSRDTRDCDSG

PPTC-9

Modular Jack Pinout (front view)



16-10

Display Command Usage

Shows the current NTE network settings including IP address, SubnetMask, default gateway as well as host computer name, DHCP enabled and network card driver.

Note If DHCP is enabled, the IP address, SubnetMask and gateway settings are overridden.

Retrieve Current IP Settings

Enable DHCP

Enables DHCP to obtain IP address from DHCP server.

Command Description

>NetSet (press Enter) Display the command syntax and usage.

Echo Needs Rebooting

Command syntax: NetSet [arg1][arg2]...Commands:

NetSet (press Enter)NetSet currentIP (press Enter)

NetSet i=xxx.xxx.xxx.xxx s=xxx.xxx.xxx.xxx g=xxx.xxx.xxx.xxx (press Enter)

NetSet i=xxx.xxx.xxx.xxx (press Enter)NetSet s=xxx.xxx.xxx.xxx (press Enter)NetSet g=xxx.xxx.xxx.xxx (press Enter)

NetSet host=xxxxxxxxx (press Enter)

Note i = IP address, s = SubnetMask, g = Default gateway

No

Command Description

>NetSet currentIP (press Enter) Retrieve NTE current network information.


Current IP configuration:

Host name: xxxxxxxxxxxxxxxx

Net card driver: xxxxxxxx

DHCP enabled: yes (or no)

DHCP Server: xxx.xxx.xxx.xxx

IP address: xxx.xxx.xxx.xxx

SubnetMask: xxx.xxx.xxx.xxx

Default gateway: xxx.xxx.xxx.xxx

No

Command Description

>NetSet EnableDHCP (press Enter) Enable DHCP in network setting.


DHCP enabled, it will effect after rebooting the system.

...or

DHCP already enabled.

Yes



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Set Fixed IP Address

Sets fixed IP address along with SubnetMask and default gateway.

Change IP Address

Change Sub-mask

Change Default Gateway

Set Host Computer Name

Sets host computer name.

Command Description

>NetSet i=xxx.xxx.xxx.xxx s=xxx.xxx.xxx.xxx g=xxx.xxx.xxx (press Enter)

Disable DHCP and set fixed IP address.


Updating system registry...Notifying networking server...

No

Command Description

>NetSet i=xxx.xxx.xxx.xxx (press Enter) Change current IP address.



No

Command Description

>NetSet s=xxx.xxx.xxx.xxx (press Enter) Change current sub-mask.



No

Command Description

>NetSet g=xxx.xxx.xxx.xxx (press Enter) Change current default gateway.



No

Command Description

>NetSet host=xxxxxxxxx (press Enter) Set host computer name.


It will take effect after system rebooting. Yes



16-12

Ap

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hecklists/

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Appendix – Checklists/Forms

This appendix provides surveys, checklists and forms to assist you in the installation of the Stratagy ES.

It includes:

• Pre-installation Company Survey

• Pre-installation Checklist

• Installation Checklist

Stratagy ES I&M 04/05 A-1

Appendix – Checklists/FormsPre-installation Company Survey

A-2

Pre-installation Company Survey

Company

Auto Attendant and Voice Mail

Number of employees

Number of employees using mailboxes

Number of locations

Telephone System (to which you will connect Stratagy ES)

Manufacturer, model, and software release

Voice mail integration capabilities

Types of Hunt Groups for single-line stations

Number of CO lines

Number of single line stations

CTI Connection

RS232/SMDI

In-band DTMF

ISDN PRI

Stratagy ES

Power protection system

Ventilation

Temperature control

Dust/debris control

Vibration free location

Dedicated power circuit without On/Off switch except at circuit breaker

Interactive Voice Response (IVR)

Host Computer

Manufacturer, model number

Operating system (name, version, release)

Primary application or database (that will talk to IVR)

Physical connection

If LAN connection, network type and network operating system (version)

Primary MIS contact (phone/pager/home)

Primary PBX/KTS contact (phone/pager/home)


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Pre-installation ChecklistDone � Item

Know the Reference Documentation

(Chapter 2 – Installation)

� 1. Know Stratagy ES’s features.

� 2. Know Stratagy ES operation, customization, and administration.

� 3. Know Stratagy ES installation.

� 4. Know how to configure the voice mail system settings for your telephone system (VM).

Conduct the Pre-installation Company Survey

(See “Pre-installation Company Survey” on page A-2.)

� 1. Conduct the Pre-installation survey.

Determine Stratagy ES’s Configuration and Integration

(Chapter 2 – Installation and Chapter 4 – Stratagy ES Configuration Menu)

� 1. Define Stratagy ES configuration options.

� 2. Define system integration options.

Customize Mailboxes and Call Processing (AA)

� 1. Determine the company greeting.

� 2. Determine the caller instructions.

� 3. Obtain the busy-hold music (optional).

� 4. Determine the employee directory instructions.

� 5. Program the User Mailboxes.

Select and Prepare the Hardware Sites

(See “Select Hardware Site” on page 2-3.)

� 1. Stratagy ES.

Stratagy ES I&M 04/05 A-3

Appendix – Checklists/FormsInstallation Checklist

A-4

Installation ChecklistDone � Item

Installation

(Chapter 2 – Installation)

� 1. Unpack and set up Stratagy ES hardware.

� 2. Install Stratagy ES voice and resource boards (as appropriate).

� 3. Complete Stratagy ES hardware setup.

� 4. Power up the Stratagy ES.

� 5. Log on to Windows 2000.

� 6. Verify board addresses/IRQ settings.

� 7. Configure voice and resource board software.

� 8. Start up Stratagy ES.

� 9. Configure voice ports.

� 10. Connect voice board(s) to the telephone lines.

� 11. Verify System’s basic functions.

� 12. Record initial greetings.

� 13. Back up the system.

� 14. Run UPS verification test.

� 15. Verify Stratagy ES recovery.

Configure Stratagy ES Using the Stratagy ES Administration Program

(Chapter 4 – Stratagy ES Configuration Menu, Chapter 13 – System Reports)

� 1. Define Stratagy ES configuration options.

� 2. Define Stratagy ES integration options.

For a Toshiba telephone system, select the appropriate system.

For a non-Toshiba telephone system, define:

� Telephone system dial codes.

� Telephone system tone patterns.

� System integration options.

� 3. Back up Stratagy ES using the Windows 2000 Backup Utility.

Customize Mailboxes and Call Processing

� 1. Record the busy-hold music (optional).

� 2. Record the employee directory instructions.

� 3. Program the User Mailboxes.


Index

Ind

ex

Aaccept_0_calling_id parameter, 4-30access levels (see also password)

administrator, 3-3department, 3-3domain controller, 3-3prime, 3-3

active_hold parameter, 4-30administrators, 3-6all port statistics report, 13-6AMIS

configuration parameters, 4-30configuring Stratagy for AMIS, 11-12destination system number, 11-11gateway user agent, 11-11mailbox 989, 5-2node, 11-11notification, 11-15operation, 11-14parameters, 11-12private/urgent message handling, 11-15proxy user agent, 11-11reports, 11-16templates

create, 13-13~13-14delete, 13-13~13-14edit, 13-13~13-14

testing AMIS, 11-14user agents, 11-9

amis_area_code parameter, 11-12amis_country_code parameter, 11-12amis_diskfull parameter, 11-12amis_enabled parameter, 11-12amis_failure_retry parameter, 11-12amis_loopback_enable parameter, 11-12amis_ltm parameter, 11-12amis_max_msg parameter, 11-12amis_max_node parameter, 11-13

amis_rna parameter, 11-13amis_telephone_number parameter, 11-13amis_unknown_node_action parameter, 11-13answer methods, 4-9, 4-11, 10-5

add, 4-10remove, 4-10

ASR, 1-5answer method mailbox, 7-4automatic directory synchronization, 7-8continuous speech processor, 7-2installation

host-based, 7-3load software, 7-4modify operator mailbox, 7-5prior to upgrading, 7-2record greetings, 7-5voice port definition, 7-4

auto (scheduler) screen, 5-30auto attendant options screen, 5-18auto record

create, 5-34delete, 5-34enable/disable, 5-34modify, 5-34

Bbackup, 2-10, 14-2

data, 14-3manual backup, 14-5tape, 14-4

before you install, 2-1begin_rec_prompt parameter, 4-30box_idx parameter, 4-30boxlist, 5-10busy detect enabled, 5-20busy hold, 5-20busy station identification, 1-12

Stratagy ES I&M 04/05 IN-1

IndexC~E

IN-2

Ccall processing, 5-18

busy detect enabled, 5-20busy hold, 5-20caller menu, 5-20do not disturb, 5-19ID call, 5-20maximum rings, 5-19please hold prompt, 5-20screen calls, 5-19

call record, 1-10call screening, 5-33caller menu, 5-20cancel_busy_hold parameter, 4-31centrex, 11-5chains, 5-22checklists, 2-3, A-1class of service

(see COS)client PC, 3-9, 9-4cng_tone parameter, 6-5company greeting, 5-6company_fax_number parameter, 6-5configuration, 2-2

AMIS, 11-9system, 2-7voice ports, 4-2

configuration menuaccess, 4-2answer methods, 4-9configuration wizard, 4-3exit, 4-2holidays, 4-20language, 4-25notification port groups, 4-16refresh screen, 4-2serial ports, 4-13statistical port groups, 4-18telephone system integration, 4-4update database, 4-2voice ports, 4-11

configuration wizard, 4-3connect_tone parameter, 4-31COS, 5-13

explore function, 5-4mailbox, 5-3

create, 5-5edit, 5-5

revert function, 5-4

CTX (see Strata CTX)CTX integration, 1-10, 11-1custom fax cover page, 6-9

DD/160SC-LS voice board

port address, 15-15D/41PCI voice board

connect to phone lines, 2-5data retention, 13-1DCM (see Dialogic Configuration Manager)default_user_agent parameter, 4-31defaults box

user ID 997, 5-6defined tokens, 12-7DHCP, 16-10Dialogic Configuration Manager, 16-4

log file, 16-6service mode, 16-7start/stop system service, 16-7status bar, 16-6Toolbar, 16-5

Dialogic services, 14-2Dialogic software, 14-13digital line protocol, 4-5direct send fax user agent, 5-2, 6-7direct send voice, 5-49direct send voice mailbox

mailbox 998, 5-2directory

names, 5-12~5-13directory_min_digits parameter, 4-31discard_SMDI_source parameter, 4-31distribution list, 5-47

create, 5-48delete, 5-49modify, 5-49

do not disturb, 5-19, 5-33domain access, 3-3dtmf_gate parameter, 4-32dtmf_interdigit_delay parameter, 4-32

Eelectrical requirements, 1-13e-mail, 5-42

authentication method, 5-44notification, 5-37password, 9-4POP3 server, 5-42


IndexF~H

Ind

ex

SMTP server, 5-42voice type, 5-44

environmental conditions (see hardware)ETI-Eloquence, 9-1, 9-3event logs, 15-3event viewer, 15-3

integrity error, 15-8explore function, 5-4extension, 5-12

Ffault tolerance, 1-12fax

chain, 5-24client printer driver, 6-3configure

Stratagy for fax, 6-4user mailbox to receive and store faxes, 6-

8custom fax applications, 6-8custom fax cover page, 6-9direct send fax user agent, 6-7document conflict, 6-10fax back, 6-3fax failure, 5-38fax messaging, 6-2fax on demand, 6-2fax success, 5-38fax tone detect, 5-6, 6-7fax/modems

configure Stratagy for fax, 6-4GammaLink Fax software, 14-2install printer driver, 6-11installation, 6-4notification, 6-10programming, 6-8server, 1-5, 6-1token programming, 6-8viewer, 6-3

fax_fail_entry parameter, 6-6fax_max_retries parameter, 6-6fax_requeue_interval parameter, 6-6feature groups

fax, 1-5TTS, 1-7unified messaging, 1-6

featuresbusy station identification, 1-12night transfer alternate routing, 1-12

Stratagy iES16/iES32 system time, 1-12FIFO, 5-16fixed_len0 ~ 9 parameter, 4-32

GGammaLink Fax software, 14-2gateway user agent, 11-11greetings, 2-8, 5-33, 7-5

busy, 5-21company, 2-8instructional, 2-8, 5-21, 5-33maximum length, 5-21sample, 2-9selected, 5-20

groups, 5-25guests

defaults, 5-6mailboxes, 5-25number, 5-14user ID 996, 5-6

Hhard drive

maintenance, 14-16replacing, 14-16

hardwareanalog interface, 1-13determine hardware sizing, 2-2environmental/electrical specifications, 1-13hard drive

maintenance, 14-16replacing, 14-16

heat dissipation, 1-13platform configurations, 1-8ports, 2-2power requirements, 2-3SAM, 1-8serial port boards, 1-8site selection

environmental considerations, 2-3power requirements, 2-3

tape drive, 1-8verify basic functions, 2-7voice boards, 1-8

holidays, 4-20, 5-32, 5-39add, 4-21remove, 4-21

hub_count parameter, 4-35HyperTerminal, 16-9


IndexI~M

IN-4

IID call, 5-20individual port statistics report, 13-4info screen, 5-28initial greeting mailboxes

sample initial greeting, 2-9installation

before you install, 2-1checklists, 2-3configure Stratagy for fax, 6-4pre-installation survey, 2-2Stratagy ES software, 14-13

installer, 1-1integration, 2-2

add integration group, 4-7centrex, 11-5CTX, 1-10, 11-1delete integration group, 4-8dial codes, 4-6group name, 4-5in-band, 1-11multiple telephone system connectivity, 1-11patterns, 4-5SMDI, 1-11switch type, 4-5type, 4-5

integrity error in event viewer, 15-8IVP Launcher, 16-9IVR, 2-2, 14-2

alias editor, 10-6edit, 10-6run, 10-7

charts, A-1configuring, 10-1hosts, 4-20, 10-3


user agentscreate, 10-1delete, 10-2edit/modify, 10-2

Llanguage, 4-25, 5-26LIFO, 5-16line_begin parameter, 4-35line_end parameter, 4-35local_amis_node parameter, 11-13local_trace parameter, 4-36

lock function, 5-9log on, 3-5log utilities, 1-12login_pound parameter, 4-36

Mmailbox

0 operator, 5-6987 Stratagy ES IP address, 5-6989 AMIS loopback, 5-2990 company greeting, 5-6994 fax tone detect, 5-6996 guest defaults, 5-6997 Defaults Box, 5-6998 direct send voice mailbox, 5-2999 system administrator mailbox, 5-6copy, 5-9COS, 5-3editor

auto (scheduler), 5-30auto attendant options, 5-18chains/groups screen, 5-22field descriptions, 5-10header, 5-11info, 5-28lock function, 5-9menu, 5-9menus, 5-26notify, 5-35refresh function, 5-9reset function, 5-9user mode options, 5-14

extension, 5-12number, 5-12reserved, 5-6security code, 5-13templates, 13-12user, 5-6

create, 5-6delete, 5-7modify, 5-7

user mailbox reports, 5-7mailbox calling statistics report, 13-7mailbox info and status report, 13-9mailbox message statistics report, 13-10mailbox usage summary report, 13-8main menu, 3-4maintenance, 1-12, 14-1

hard drive, 14-16


IndexN~P

Ind

ex

manage administrators, 3-6add, 3-6delete, 3-7modify, 3-7

max_call_scr_name_dur parameter, 4-36max_guest_box parameter, 4-37max_prompt parameter, 4-37max_sec_code_len parameter, 4-37max_silence parameter, 4-37maximum_box_length parameter, 4-37menus screen, 5-26messages, 5-28

copy, 5-17folders, 5-16maximum length, 5-15order, 5-16pending, 5-16play date/time, 5-15purge, 5-15store, 5-15urgent, 5-17

min_guest_box parameter, 4-37min_sec_code_len parameter, 4-37minimum_message_length parameter, 4-38minimum_record_length parameter, 4-38modem, 15-7

chain, 5-24msg_recording_audio_type parameter, 4-38multiple system languages, 1-4

Nnam_maxlen parameter, 4-38name_announce parameter, 4-38name_recording_audio_type parameter, 4-38NetMeeting, 16-8NetSet, 16-9networking (see AMIS)night transfer alternate routing, 1-12notification port groups, 4-11, 4-16


notification typedisk space, 5-38fax failure, 5-38fax success, 5-38normal, 5-37pickup, 5-37port out of service, 5-38relay, 5-37

urgent message, 5-38notify menu

templates, 5-35notify record

add, 5-40delete, 5-40enable/disable, 5-40

notify screen, 5-35notify templates, 5-35, 5-40

OONEAC 400 UPS, 1-8operator

mailbox, 7-5mailbox 0, 5-6

operator_ua parameter, 4-39

Ppackage list, 15-14package list tab, 15-8page_ready_tone parameter, 4-39, 6-6parameters

accept_0_calling_id, 4-30active_hold, 4-30amis_area_code, 11-12amis_country_code, 11-12amis_diskfull, 11-12amis_enabled, 11-12amis_failure_retry, 11-12amis_loopback_enable, 11-12amis_ltm, 11-12amis_max_msg, 11-12amis_max_node, 11-13amis_rna, 11-13amis_telephone_number, 11-13amis_unknown_node_action, 11-13begin_rec_prompt, 4-30box_idx, 4-30cancel_busy_hold, 4-31cng_tone, 6-5company_fax_number, 6-5connect_tone, 4-31default_user_agent, 4-31directory_min_digits, 4-31discard_SMDI_source, 4-31dtmf_gate, 4-32dtmf_interdigit_delay, 4-32fax_fail_entry, 6-6fax_max_retries, 6-6


IndexP~P

IN-6

fax_requeue_interval, 6-6fixed_len0 ~ 9, 4-32hub_count, 4-35line_begin, 4-35line_end, 4-35local_amis_node, 11-13local_trace, 4-36login_pound, 4-36max_call_scr_name_dur, 4-36max_guest_box, 4-37max_prompt, 4-37max_sec_code_len, 4-37max_silence, 4-37maximum_box_length, 4-37min_guest_box, 4-37min_sec_code_len, 4-37minimum_message_length, 4-38minimum_record_length, 4-38msg_recording_audio_type, 4-38nam_maxlen, 4-38name_announce, 4-38name_recording_audio_type, 4-38operator_ua, 4-39page_ready_tone, 4-39, 6-6partial_q_ok, 4-39pending_threshold, 4-39phone_number, 11-13play_skip, 4-39play_user_id, 4-40prompt_file, 4-40rings_no_answer, 4-40security_code_suffix, 4-40sendfax_app_id, 6-6sendfax_line_group, 4-40, 6-6short_direct_send, 4-40short_pause, 4-40skip_to_record, 4-40smtp_retry_count, 8-7smtp_retry_delay, 8-7smtpserver_host, 4-41, 8-8smtpserver_maxconn, 4-41, 8-8smtpserver_types2accept, 4-41, 8-8speakname_dir, 4-41startup_apps, 4-41statistics_interval, 4-41subject_fax_only, 8-8subject_voice_only, 8-8subject_voicefax, 8-8sys_language_table, 4-35sys_multiple_destination, 4-38

sys_softkey_length, 4-41sys_vpim_enabled, 4-44tape_length, 4-41timestamp_forwards, 4-42tmo_answer_prompt, 4-42tmo_auto_record, 4-42tmo_dir_interdigit, 4-42tmo_dtmf, 4-42tmo_dtmf_login, 4-42tmo_hold, 4-43tmo_interdigit_timeout, 4-43tmo_menu, 4-43tmo_serial, 4-43tmo_sound, 4-43tmo_start_timeout, 4-42tmo_voicehome_login, 4-43unknown_node_action, 11-13voicehome_num_rings, 4-44

partial_q_ok parameter, 4-39password, 3-5, 9-4~9-5, 14-15PBXpert/32 software, 4-5, 4-8, 16-1

access/exit, 16-3modes, 4-8, 16-1on-line help, 16-2using Wizard, 16-3

pcANYWHERE32, 15-7pending_threshold parameter, 4-39performance monitor, 15-5phone_number parameter, 11-13play_skip parameter, 4-39play_user_id parameter, 4-40playback

alternate rate, 5-16volume, 5-16

please hold prompt, 5-20POP3 server, 5-42port group statistics report, 13-5ports

COM settings, 15-6information and statistics, 13-3number of, 2-2status, 15-6

powerrequirements, 2-3

pre-installation, 2-2checklists, 2-3configuration, 2-2determine hardware sizing, 2-2forms, 2-3integration, 2-2


IndexR~S

Ind

ex

survey, 2-2program

mailboxes, 2-7programming

fax, 6-8tokens, 12-1

prompt_file parameter, 4-40proxy user agent, 11-11

Rrecord initial greetings, 2-8record voice messages using Windows sound

recorder, 8-15refresh function, 5-9remote access, 1-4, 1-9, 3-1, 3-9, 5-12, 6-11, 8-3,

14-9, 15-1, 15-5, 15-7, 16-7replaced or variable tokens, 12-4replacing the hard drive, 14-16reports, 13-1

AMIS, 11-16data retention, 13-1elements, 13-2mailbox information and statistics, 13-7option 1, 13-2option 2, 13-12port information and statistics, 13-3run/print, 13-2, 13-15save to file, 13-3, 13-15system information, 13-11templates, 13-12types, 13-1user mailbox, 5-7

reserved mailboxes, 5-6reset function, 5-9restore, 14-4

manual restore, 14-5revert function, 5-4rings_no_answer parameter, 4-40

SSAM, 1-8, 15-6

ASR upgrade, 7-3, 9-2unified messaging upgrade, 8-4

SAPI, 9-1, 9-3scheduler, 4-22

add scheduled action, 4-23remove scheduled action, 4-24

screen calls, 5-19screens

answer methods, 4-9field descriptions, 4-9

autofield descriptions, 5-31

auto attendantfield descriptions, 5-18

chains/groups/faxfield descriptions, 5-22

holidays, 4-20info

field descriptions, 5-28integrated messaging

field descriptions, 5-42, 5-46mailbox header

field descriptions, 5-12menus

field descriptions, 5-27notification port groups, 4-16

field descriptions, 4-16notify

field descriptions, 5-36scheduler, 4-22

field descriptions, 4-22, 5-47, 11-10serial ports, 4-13

field descriptions, 4-14statistical port groups, 4-18

field description, 4-18status bar, 3-3telephone system integration, 4-4

field descriptions, 4-5, 4-27toolbars, 3-2user mode options

field descriptions, 5-14voice ports, 4-11

field descriptions, 4-11security code, 5-13security_code_suffix parameter, 4-40selected

greetings, 5-20instructional greeting, 5-21

sendfax_app_id parameter, 6-6sendfax_line_group parameter, 4-40, 6-6serial port boards, 1-8serial ports, 4-13

add definition, 4-15assign resource, 4-13settings, 4-14

short_direct_send parameter, 4-40short_pause parameter, 4-40shutdown, 3-8


IndexS~S

IN-8

singular tokens, 12-2site

environmental considerations, 2-3power requirements, 2-3

skip_to_record paramater, 4-40SMDI, 1-11, 4-14

assign serial ports, 4-13max. ext. length, 4-5serial integration

connection, 11-6enabling, 11-6testing, 11-7validating the link, 11-7

SMDI integration, 11-3SMTP server, 5-42smtp_retry_count parameter, 8-7smtp_retry_delay parameter, 8-7smtpserver_host parameter, 4-41, 8-8smtpserver_maxconn parameter, 4-41, 8-8smtpserver_types2accept parameter, 4-41, 8-8soft keys, 1-10software recovery, 14-13Spanish prompts, 14-17speakname_dir parameter, 4-41Speech Application Protocol Interface (see SAPI)startup_apps parameter, 4-41statistical port groups, 4-11, 4-18


statistics, 5-29statistics_interval parameter, 4-41status bar, 3-3Strata CTX, 1-10, 11-1Stratagy Activation Module (see SAM)Stratagy ES administration

access, 3-1, 3-5administration access levels (see also

password), 3-3answer methods, 4-9client version, 3-9configuration menu, 4-2configuration wizard, 4-3exit, 3-6holidays, 4-20main menu, 3-4manage administrators, 3-6notification port groups, 4-16serial ports, 4-13shutdown, 3-8software, 14-15

statistical port groups, 4-18status bar, 3-3system date/time, 3-8system startup, 2-5telephone system integration, 4-4toolbars, 3-2using, 3-1view, 3-2voice ports configuration, 4-11

Stratagy ES IP address, 5-6Stratagy ES remote user password administration

applet, 9-5Stratagy ES server software, 14-14Stratagy ES systems

ES48, 1-7ES8, 1-7ES96R2, 1-7

Stratagy iES16/iES32system time, 1-12

subject_fax_only parameter, 8-8subject_voice_only parameter, 8-8subject_voicefax parameter, 8-8surveys, A-1switch type, 4-5

add, 4-8delete, 4-8

sys_clock_sync_interval, 4-31sys_language_table parameter, 4-35sys_multiple_destination parameter, 4-38sys_og_timeslot, 4-39sys_softkey_length parameter, 4-41sys_temp_amb_shutdown_threshold, 4-41sys_temp_amb_warning_threshold, 4-41sys_temp_check_interval, 4-41sys_temp_cpu_shutdown_threshold, 4-41sys_temp_cpu_warning_threshold, 4-42sys_vpim_enabled parameter, 4-44system

AMIS networking, 11-9backup, 2-10before you install, 2-1change date/time, 3-8COM port settings, 15-6configuration, 2-2configure Stratagy for fax, 6-4electrical specifications, 1-13environmental specifications, 1-13fax

programming, 6-8hardware


IndexT~T

Ind

ex

power requirements, 2-3site selection, 2-3

integration, 1-10, 2-2interrupts, 15-6maintenance, 1-12memory, 15-6modem, 15-7port status, 15-6pre-installation survey, 2-2recovery, 14-13SAM, 15-6time, 3-8token programming, 12-1verify basic functions, 2-7verify Stratagy ES recovery, 2-10

system administratormailbox 999, 5-6

system administrators, 1-1, 3-6system distribution list, 5-47system information report, 13-11system parameters, 4-27

add, 4-29definitions, 4-30delete, 4-29modify, 4-29

system reports, 13-1data retention, 13-1elements, 13-2mailbox information and statistics, 13-7option 1, 13-2option 2, 13-12port information and statistics, 13-3run/print, 13-2, 13-15save to file, 13-3, 13-15system information, 13-11templates, 13-12types, 13-1

TT1

protocol type, 4-5transfer support, 4-5

tape drive, 1-8, 14-10configure Windows NT, 14-12format a tape, 14-13installing, 14-10restore from tape, 14-4

tape_length parameter, 4-41telephone system integration, 4-4, 5-18

templates, 5-35, 5-40, 13-12AMIS, 13-13~13-14mailbox

create, 13-12delete, 13-13edit, 13-13

text-to-speech (see TTS)time zones, 5-26timestamp_forwards parameter, 4-42tmo_answer_prompt parameter, 4-42tmo_auto_record parameter, 4-42tmo_dir_interdigit parameter, 4-42tmo_dtmf parameter, 4-42tmo_dtmf_login parameter, 4-42tmo_dtmf_start_timeout parameter, 4-42tmo_hold parameter, 4-43tmo_interdigit_timeout parameter, 4-43tmo_menu parameter, 4-43tmo_serial parameter, 4-43tmo_sound parameter, 4-43tmo_voicehome_login parameter, 4-43token programming language, 12-1

auto’s extension field, 12-1defined tokens, 12-7fax, 6-8notify’s method field, 12-1programming tokens, 12-2replaced or variable tokens, 12-4singular tokens, 12-2user’s extension field, 12-1using, 12-1

tokensdefined

+( ) addition, 12-20<( ) starts incremental fax, 12-21=( ) equate, 12-20>( ) adds incremental fax, 12-21?( ) exists in file, 12-20[( ) read %S variables, 12-22]( ) write %S variable, 12-22^( ) change port volume, 12-22{ } input file, 12-23|( ) append variables, 12-21G( ) go to user ID, 12-7H( ) hang up process, 12-7I( ) if conditional, 12-7J( ) receive fax, 12-8KB( ) plays tone, 12-8KC( ) compare security code, 12-8KD( ) delete mailbox message, 12-8


IndexU~U

IN-10

KI( ) position of substring, 12-9KL( ) log in caller, 12-9KM( ) soft modem, 1-12, 12-9KR( ) creates a recording, 12-9KT( ) forwards calls, 12-9KV( ) delete record, 12-10L( ) switch system language, 12-10M( ) audiotex menu, 12-11N( ) update record, 12-12O( ) timed on-hook, 12-13P( ) play, 12-13~12-14Q( ) question and answer, 12-14R( ) read DTMF from a caller, 12-15S( ) serial port access, 12-15~12-16T( ) transmit fax, 12-16~12-17V( ) search for value, 12-18W( ) wait for event, 12-19X( ) creates zero length file, 12-19Y( ) deletes file, 12-19Z( ) execute done chain, 12-19

replaced%C replaces port number, 12-4%D hard drive space remaining, 12-4%E extension field, 12-4%F user ID’s directory name, 12-4%K value held in calling party ID, 12-4%M number of messages, 12-4%N number of new messages, 12-4%P previously accessed user ID, 12-5%R relay page DTMF, 12-5%S0 ~ %S19 store value, 12-5%T connect time, 12-5%U user ID, 12-5%V variable, 12-5%W current day of week, 12-6%X transfer hold codes, 12-6%Y current date, 12-6%Z current time, 12-6LEN[ ] length, 12-6

singular- short pause, 12-2# plays DTMF tone, 12-2* plays DTMF tone, 12-2, long pause, 12-2@ suppress normal process, 12-20 ~ 9 plays DTMF tone, 12-2A ~ D plays DTMF tone, 12-2E earth recall, 12-2F hookflash, 12-2H go off hook, 12-2

U return to transferring user ID, 12-3X remember event, 12-3Y forget event, 12-3Z test event, 12-3

toolbars, 3-2tools menu

shutdown, 3-8system date/time, 3-8

Toshiba DK424, 11-5Trace, 15-8

data screen, 15-9trace, 1-12

filters, 15-11advanced, 15-12

view,save,print data, 15-11troubleshooting, 15-1

check port status, 15-6check SAM, 15-6determining the problem, 15-1event viewer, 15-3hints, 15-2integrity error in event viewer, 15-8performance monitor, 15-5rebuilding component package list, 15-14trace, 15-8TTS e-mail feature, 15-13validate voice board system interrupts and

memory, 15-6verify modem data communication, 15-7

troubleshooting hints, 15-2TTS, 1-7, 9-1, 15-13

configurationshost-based, 9-1

installationhost-based, 9-2

prior to upgrading, 9-2tutorial, 5-15

Stratagy ES Advisor, 2-xiii

Uunified messaging, 1-6, 8-1

client componentsInternet Protocol integration, 8-4Microsoft Outlook integration, 8-2

configure system parameters, 8-7configure user mailboxes, 8-7feature description, 8-1install audio codec, 8-9installation, 8-5


IndexV~V

Ind

ex

record voice messages using Windows sound recorder, 8-15

SAM upgrade, 8-4server components, 8-2Stratagy ES proprietary outlook form

configure, 8-13install, 8-9

voice file compression, 8-2unknown_node_action parameter, 11-13upgrades, 14-1upgrading

prior to upgrading, 14-1UPS, 1-8

verification test, 2-10user agent

988 direct send fax user agent, 5-2AMIS, 11-9definition, 1-2direct send voice, 5-49distribution list, 5-47greeting, 4-9IVR, 10-1menu, 5-2MVP, 5-1

user ID996 guest defaults, 5-6997 defaults box, 5-6

user mode options screen, 5-14user statistics, 5-28users menu

directory names, 5-12~5-13security code, 5-13

Vvalidate

COM port settings, 15-6modem data communication, 15-7Stratagy ES recovery, 2-10system interrupts, 15-6system memory, 15-6system’s basic functions, 2-7UPS, 2-10

view, 3-2event details, 15-5status bar, 3-3toolbars, 3-2

voice boards, 1-8connect to telephone lines, 2-5

voice ports, 10-5

add definition, 4-12configure, 4-2, 4-11display status, 4-12

voice processing, 5-1Voice Profile Internet Mail (see VPIM)voicehome_num_rings parameter, 4-44VPIM, 11-17

gateway user agent, 11-17~11-18operation, 11-19proxy user agent, 11-17~11-18user agents, 11-17

vpim, 4-44
