Toshiba STOR.E ART 4 Manual

STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994
INSTALLATION AND MAINTENANCE MANUAL
SECTION 1 - GENERAL DESCRIPTION
SECTION 2 - INSTALLATION
Chapter 1 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Chapter 2 _ _ _ _ _ _ _ _ _ __ _ _ _ _ _ _ __
Chapter 3 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Chapter 4 _ _ _ _ _ _ _ _ _ __ _ _ _ _ _ _ __
Chapter 5 _ __ _ _ _ _ _ _ __ _ _ _ _ _ _ _ _
Appendix A _ _ _ _ - - - - - - _ _ - - - - _
SECTION 3 - PROGRAMMING
Chapter 1 _ _ _ _ _ _ _ _ _ _- _ _ _ _ _ _ __
Chapter 2 _ __ _ _ _ _ _ _ __ _ _ _ _ _ _ _ _
Chapter 3 _ __ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
Chapter 4 _ __ _ _ _ _ _ _ __ _ _ _ __ _ __
Chapter 5 _ __ _ _ _ _ _ _ __ _ _ _ _ _ _ _ _
Chapter 6 _ _ _ _ _ _ _ _ _ __ _ _ _ _ _ _ __
Chapter 7 _ __ _ _ _ _ _ _ __ _ _ _ __ _ __
Chapter 8 _ __ _ _ _ _ _ __ _ _ _ _ _ _ _ _ _
Chapter 9 _ _ _ _ _ _ _ _ _ _- _ _ _ _ - _ __
Appendix A _ _ _ _ - - - - - - - - - - - - -
Appendix B _ _ _ _ - - - - - - - - - - - - -
SECTION 4 -FAULT FINDING
CHAPTER 1 - Fault Finding
Introduction
Before You Install
Installing the Hardware
Accessing Stratagy
Configuring and Backing Up Stratagy
Checklists and Forms
Introduction
How Stratagy Operates
Accessing and Using Stratagy
Customizing User ID Mailboxes
Special Greeting User ID Mailboxes
Token Programming Language
Generating Reports
Backup and Filecopy
System Administrator’s User ID
Customization Forms
Customization Examples
SECTION 5 -MAINTENANCE AND UPGRADES
Chapter 1 _ _ _ _ _ _ - _ _ _ - - - - _ - - - - Maintaining the System
Chapter 2 _ __ _ _ _ _ _ _ __ _ _ _ _ _ _ __ Upgrading the System
SECTION 6 - OPERATING PROCEDURES
SECTION 7 - TECHNICAL BULLETINS I

STRATAGY 4/6/24
AUGUST 1994
TOSHIBA SYSTEM PRACTICES VOICE PROCESSING SYSTEMS
GENERAL DESCRIPTION
I AtoZ KELLATRONICS, INC,
0 COPYRIGHT 1994 TOSHIBA AMERICA INFORMATION SYSTEMS, INC.
All rights reserved. No pat-t 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.

STRATAGY 4/6/24
AUGUST 1994
TOSHIBA SYSTEM PRACTICES
STRATACY 4,6, and 24
GENERAL END USER INFORMATION
The STRATAGY Voice Processing Systems are registered in
accordance with the provisions of Part 68 of the Federal
Communications Commission’s Rules and Regulations.
FCC REQUIREMENTS
Means of Connection: The Federal Communications
Commission (FCC) has established rules which permit
STRATAGY systems 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, call Toshiba America Information Systems, Inc.,
Telecommunication Systems Division in Irvine, CA (714)
583-3700.
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 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 system to the telephone network, the
telephone company may request the following:
1. Your telephone number.
2. FCC registration number:
1 A92PJ-10975-VM-E
VOICE PROCESSING SYSTEMS
3. Ringer equivalence number: 0.6B. 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 (5.08). 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.
4. Network connection information USOC jack required:
RJ14C.
RADIO FREQUENCY INTERFERENCE
Warning: 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 own
expense, will be required to take whatever measures may be
required to correct the interference.
This system is listed with Underwriters Laboratory.
LISTED
El43709

STRATAGY 4/6/24
AUGUST 1994
TABLE OF CONTENTS
CHAPTER 1 PAGE
SYSTEM OVERVIEW .................................................................................................................. l-l
General ............................................................................................................................... l-1
System Capacities .............................................................................................................. l-l
System Technology ............................................................................................................. l-l
CHAPTER 2 SYSTEM ARCHITECTURE.. ........................................................................................................ 2-l
Hardware ............................................................................................................................ 2-l
Internal Components .......................................................................................................... 2-l
Software.. ............................................................................................................................ 2-l
Call Processing Control ...................................................................................................... 2-2
Administrative Menus ......................................................................................................... 2-2
CHAPTER 3 SYSTEM DEFINITIONS AND APPLICATIONS ........................................................................... 3-l
System Definitions.. ......................................................................................................... .:. 3-l
Basic Applications.. ............................................................................................................. 3-l
Advanced Applications ....................................................................................................... 3-2
CHAPTER 4 FEATURES.. ................................................................................................................................. 4-1
Overview.. ........................................................................................................................... 4-l
System Features.. ............................................................................................................... 4-l
Administration Features.. .................................................................................................... 4-5
User Features ..................................................................................................................... 4-8
CHAPTER 5 SYSTEM SPECIFICATIONS ........................................................................................................ 5-1
Stratagy 4 .......................................................................................................................... 5-l
Stratagy 6 .......................................................................................................................... 5-1
Stratagy 24 ........................................................................................................................ 5-1
FIGURE LIST
FIGURE TITLE PAGE
l-l Stratagy Applications.. .................................................................................................................. l-2
2-l Stratagy 4 and Stratagy 6 System.. .............................................................................................. 2-3
2-2 Stratagy 24 System ...................................................................................................................... 2-4
TABLE
TABLE
4-l
LIST ,
TITLE PAGE
List of Features... .......................................................................................................................... 4-12
i

STRATAGY 4/6/24
AUGUST 1994
CHAPTER 1
SYSTEM OVERVIEW
GENERAL
The Stratagy system is a multi-application voice
processing system, which is tailor-made for small- to
large-sized businesses. It has been designed to be
flexible and easy to use, while offering a full range of
features. (Refer to Figure l-1 .)
The Stratagy system easily integrates with most
telephone systems, providing call coverage and routing
for your entire organization. Stratagy also provides
enhanced integration with Toshiba telephone systems.
Chapter 4 includes general information on all Stratagy
features and integration capabilities with telephone
systems.
Stratagy provides basic applications such as Automated
Attendant to answer incoming calls, Call Routing to direct
calls, Telephone Answering to take messages when an
individual is unavailable or busy, and Voice Messaging to
create, send, receive, forward, and save voice
messages.
Additionally, Stratagy’s Token Programming Language
provides the flexibility to design custom individual
features and custom applications such as Fax
Integration, Interactive Voice Response, and more.
Stratagy is a turn-key voice processing system that runs
on a personal computer (PC) based platform. All service,
including installation and maintenance, is performed by
an authorized Toshiba dealer.
SYSTEM CAPACITIES
Stratagy can be configured in various ways using three
different platforms. The Stratagy 4 and Stratagy 6 are
designed for small- to medium-sized businesses, and the
Stratagy 24 is designed for larger businesses.
STRATAGY 4
The Stratagy 4 can be configured with 2 or 4 ports, with
six hours of message capacity. It consists of a 486
computer with 2MB of RAM. The Stratagy 4 integrates
with the Strata DK8 and DK16 telephone systems only. It
does not have a monitor or keyboard; it requires a lap-top
computer for local and remote access. An optional
external 2400 baud modem is available for remote
maintenance.
STRATAGY 6
The Stratagy 6, can be configured with 2,-4 or 6 ports,
with six hours of message capacity. It consists of a 486
computer with 2MB of RAM. The Stratagy 6 integrates
with most telephone systems. It does not have a monitor
or keyboard; it requires a lap-top computer for local and
remote access. An optional external 2400 baud modem
is available for remote maintenance.
STRATACY 24
The Stratagy 24, can be configured up to 24 ports, with a
storage capacity of 6, 20 or 33 hours. It consists of a 486
computer with 4MB of RAM. The Stratagy 24 integrates
with most telephone systems. It comes with a monitor
and keyboard for local access. An optional external 2400
baud modem is available for remote maintenance, which
also requires a lap-top computer. It has full fax
capabilities
SYSTEM TECHNOLOGY
The Stratagy system uses the following technology:
PC-based Architecture: The Stratagy system uses
standard PC-based architecture to form the basis of its
design. It uses a half and full length slot, PC bus form
factor motherboard. From two to four MB of RAM are
included, depending upon the configuration. DOS,
Stratagy’s operating system, and the Stratagy customer’s
configuration information, greetings and messages
(database) are’stored on an internal hard drive.
Microprocessor: A 486SX, 25 MHz CPU is the
microprocessor for all Stratagy systems.
Voice Board: Stratagy uses a PC-based voice board to
convert, compress and store analog voice signals on the
internal hard disk drive.
POWER REQUIREMENTS
The Stratagy system has an input power source which
can be switched to 110 VAC or 220 VAC at 50-60 Hz.
MAINTENANCE
Stratagy systems are easy to maintain by an authorized
Toshiba dealer. Additionally, procedures for backing up,
restoring and maintaining the system software and/or
database are efficient and easy to perform.
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STRATAGY 4/6/24 AUGUST
1994
TELEPHONE
ANSWERING
CALL
SCREENING
SINGLE
DIGIT MENUS
----_
_---,..--
/-
s
REPORTS
AUTO-ATTENDANT VOICE CALL
MESSAGING ROUTING INTERACTIVE
VOICE RESPONSE (IVR)
CENTREX
INTEGRATION
TELEPHONE SYSTEM
INTEGRATION
FACSIMILE
STRATA DK8 & DK16 STRATA DK280 REMOTE
PAGING MAINTENANCE
TOSHIBA PLUG AND PLAY
Figure l-1
Stratagy Applications
SUPPORTING DOCUMENTATION includes System Administration forms and instructions to
You can find additional detailed information about configure the system.
Stratagy in the following manuals: Stratagy User Guide- Provides the procedures
Feature Description Manual-Describes in detail each necessary to operate the Stratagy System.
feature of the Stratagy System. Quick Reference Guide-Provjdes a quick reference of
Installation and Maintenance Manual-Provides frequently-used features.
installation requirements and documents installation and
maintenance procedures for the Stratagy system. Also
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STRATAGY 4/6/24
AUGUST 1994
CHAPTER 2
SYSTEM ARCHITECTURE
This sections describes the main components of the
Stratagy System. It provides general descriptions of the
following:
n System Hardware
n System Software
n Call Processing Software
n System Administration
,
HARDWARE
The hardware for the Stratagy system varies depending
upon the configuration. All telephone system connectors
and wiring are customer-supplied.
STRATAGY 4
Hardware: The Stratagy 4 consists of a standard DOS-
compatible 486 PC housed in a mini tower. The PC
comes equipped with 2 MB of RAM, a 3.5” disk drive,
and a hard disk drive, allowing up to 6 hours of
message storage. It supports 2 or 4 ports that
connect to the telephone system. There is no
keyboard or monitor. An optional 2400 baud external
modem is available for remote operation. Because it
uses the same hardware, the Stratagy 4 can be
easily upgraded to a Stratagy 6.
Refer to Figure 2-1 for an illustration of the Stratagy 4
system.
STRATAGY 6
Hardware: The Stratagy 6 consists of a standard DOS-
compatible 486 PC housed in a mini tower. The PC
comes equipped with 2 MB of RAM, a 3.5” disk drive,
and a hard disk drive, allowing 6 hours of message
storage. It supports 2, 4, or 6 ports that connect to
the telephone system. There is no keyboard or
monitor. An optional 2400 baud external modem is
available for remote operation.
Refer to Figure 2-1 for an illustration of the Stratagy 6
system.
STRATAGY 24
Hardware: The Stratagy 24 consists of a standard DOS-
compatible desktop 486 PC. The PC comes
equipped with 4 MB of RAM, a 3.5” disk drive, a
choice of 3 different hard disk drives allowing 6, 20 or
33 hours of storage, and expansion slots for up to 24
ports that connect to the telephone system. An
optional 2400 baud external modem is available for
remote operation.
Monitor and Keyboard: The Stratagy 24 comes
equipped with a monochrome monitor used to
display Stratagy systems data. The accompanying
keyboard allows the System Administrator to input
commands and other information into the Stratagy
system.
Refer to Figure 2-2 for an illustration of the Stratagy 24
system.
INTERNAL COMPONENTS
The following provides a brief description of Stratagy’s
internal components.
MotherBoard: A 486SX, 25 MHz motherboard is
standard in all configurations of the Stratagy system.
Voice board: A voice board is used to convert, compress
and store analog voice signals on the internal hard
drive. The telephone system must be physically
connected to each voice board using the boards RJ-
14 type connectors. A voice board has one or two
connectors, and each connector supports two ports.
Power Supply: The power supply is a standard PC type
power supply, requiring a 110 VAC or 220 VAC input.
Hard Disk Drive: The Stratagy 4 and Stratagy 6 come
equipped with a 6 hour hard disk drive. The Stratagy
24 is equipped with either a 6, 20, or 33 hour hard
disk drive.
Floppy Disk Drive: The Stratagy system is equipped
with a 3.5” floppy disk drive.
SOFTWARE
The Stratagy system’s flexibility is largely a result of its
software. The following provides a brief overview of the
Stratagy system software.
Operating System: Controls all real-time voice
processing functions through the use of simple
administrative menus as well as diagnostics, system
activity, and collection and reporting of data.
Installation Program: Used to create the database for
telephone system and specific customer information.
It is used when installing a new Stratagy system. A
SETUP Utility is also used during the installation
process for system configuration. Routine additions,
changes, and deletions of information are done
through this program. Refer to the Stratagy
Installation and Il/laintenance A&nua/ for more detail.
I
Diagnostic Programs: On-line diagnostic tests run
continuously to detect and report any errors in
operation. The tests run in the background and don’t
interfere with normal system operation. Other
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STRATAGY 4/6/24 AUGUST 1994
diagnostic tests may be run upon demand, either
from a directly-connected or remote terminal. Refer
to the Stratagy Installation and Maintenance Manual
for more detail.
CALL PROCESSING CONTROL
Call processing in Stratagy involves mailboxes (User
IDS), a Token Programming Language, and a series of
administrative menus.
MAILBOXES
Mailboxes, also called User IDS, are an important part of
the Stratagy system. Mailboxes, which are set up by the
System Administrator, determine what a caller hears and
call processing of Stratagy. For example, the initial
company greeting is defined by a mailbox. What a caller
hears is simply what you have recorded as the greeting
for this mailbox.
All of Stratagy’s mailboxes are uniquely numbered from 0
- 99,999,999. When a caller enters an extension, the
Stratagy system always accesses the same mailbox.
Thus, you cannot have two mailboxes with the same
number.
Mailboxes can be set up to fall into one of three general
categories:
User Mailbox - A typical mailbox is configured to
record messages from callers. A user periodically checks
the mailbox for messages, or a variety of automatic
notification methods may be employed. There is
generally one user for each mailbox, although several
mailboxes may share a single extension when the users
share a single phone line.
Information Mailbox - An information mailbox is one
which does not accept messages from callers. Instead,
its greeting is played to callers to provide them with
information such as the company’s hours of business, its
location, etc. No real user or phone extension
corresponds to this type of mailbox.
Control Mailbox - This type of mailbox allows the
Stratagy to provide control over the flow of a call.
Typically, it interacts with the caller in some way, then
directs the call to one or more additional mailboxes for
processing using the Token Programming Language.
TOKEN PROGRAMMING LANGUAGE
Stratagy’s Token Programming Language allows
expansion of the standard capabilities of the Stratagy
System by using a series of tokens that tell the system
what actions to perform. Using this token language
allows Stratagy to perform the advanced applications
described in Chapter 3 of this General Description, and
more.
Tokens are used as field values in the administrative
menus. To program these fields, the installer or the
System Administrator enters a series of Programming
Language tokens which instruct Stratagy what actions to
perform.
ADMINISTRATIVE MENUS
A series of Stratagy menus allow an installer or the
System Administrator to customize system configuration
options and individual User IDS. These menus, along
with the call processing control structures discussed
above, are what provide voice processing capabilities for
telephone users and multiple application solutions for
customers. Refer to the Stratagy installation and
Maintenance Manual for more detail on Administrative
Menus.
2-2

STRATAGY 4/6/24
AUGUST 1994
Figure 2-1
Stratagy 4 and Stratagy 6 System
,
2-3

,
STRATAGY 4/6/24
Figure 2-2
Stratagy 24 System
L.. /
2-4