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.
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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.. /
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STRATAGY 4/6/24
AUGUST 1994
CHAPTER 3
SYSTEM DEFINITIONS AND
APPLICATIONS
,
This chapter contains a list of terms that are commonly
used when discussing the Stratagy system. The second
part of the chapter describes some basic and advanced
applications which can be created using Stratagy.
Chapter 4 includes a brief description of all Stratagy
features. Refer to the Strategy Feature Description
AYanualfor feature details.
SYSTEM DEFINITIONS
PBIUPhone System - The Stratagy system integrates
with most business telephone systems: Private Branch
Exchange (PBX), Centrex (usually used to refer to a
Central Office located exchange), and hybrid key
systems. For convenience, the terms “phone system” or
“PBX” refer to the telephone systems to which the
Stratagy system connects.
Integration
Dual Integration
Normally, all of a Stratagy system’s ports will be
attached to a single telephone system. But it is
possible to configure both the Stratagy 6 and the
Stratagy 24 systems on a per-port basis to work with
two different telephone systems simultaneously.
Because the system can operate with different
telephone systems simultaneously, it is appropriate
for use in offices where, possibly, two different
companies, with two different phone systems, would
like to share the costs and benefits of a single
Stratagy system.
lnband Integration
Many telephone systems (PBXs) can be configured
to provide information to the Stratagy system about
an incoming call by preceding it with one or more
DTMF digits. These DTMF strings are known as
lnband Integration or lnband Signaling. The Stratagy
system can be configured to receive and interpret
these DTMF strings. With this information, the
Stratagy system may answer the call with a company
greeting, direct the call to begin recording a message
for a user who is unavailable, etc.
SMDI/RS-232 Integration
SMDI integration is available on both Stratagy 6 and
Stratagy 24 systems. SMDI is an industry standard
method of integrating a PBX with Voice Mail and
other peripheral systems. This interconnection is
made via RS-232 data connections dependent upon
the PBX capabilities. Data is passed in both
directions: the PBX informs the auto attendant/voice
mail system about each incoming call, and the voice
mail system can send instructions to the PBX to turn
message waiting lights on or off, as appropriate.
User and User ID - The subscriber of a mailbox. May
also be called subscriber and mailbox user. The User ID
indicates the number (0 to 99,999,999) for that user.
Mailbox - Mailboxes are a central element of the
Stratagy system. Messages, greetings, and other
information are recorded, stored, and activated in a
mailbox. Each extension receiving messages is assigned
a mailbox. The mailbox number represents the digits a
caller enters, usually the same as the extension number.
Not all mailboxes have associated extensions. Some
don’t even receive messages such as company greeting
mailboxes, and information mailboxes.
Extensions - Extensions are telephones connected to
the telephone system. In the Stratagy system’s
configuration, extension is also used to mean the digits
that the system dials. These digits are usually an
extension number, but they may be any sequence that
can be dialed on the PBX. This includes speed dial
numbers or access digits, such as 9, used to access
outgoing lines for calls.
Ports - The Stratagy system is connected to the phone
system as a series of DTMF tone dialing single-line
extensions (2500-type sets). The number of ports
configured determines the maximum number of calls the
Stratagy system can handle simultaneously.
Company Greetings - The Company Greeting is the
announcement callers hear after the Stratagy system
answers. A simple version is provided with the system:
“Thank you for calling. Please stay on the line for
assistance, or if you know the extension you wish to
reach, please dial it now.” A new company greeting can
be recorded to replace the default greeting. The greeting
can be specific to a group of ports.
Different greetings can also be used during different
times of day, different days of the week, and for holidays.
BASIC APPLICATIONS
This section describes the three basic Stratagy
applications: Automated Attendant, Telephone
Answering, and Voice Messaging.
AUTOMATED ATTENDANT
Stratagy’s automated attehdant application can be set up
to solve various answering requirements.
n Answer company lines: Callers don’t have to wait
when the operator is busy with other calls. Company
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STRATAGY 4/6/24
AUGUST 1994
n
n
n
4
lines are answered quickly and courteously by
customized, automated greetings. If callers have a
rotary phone or don’t know the extension, they are
directed to an operator for assistance.
Be available all of the time: Callers can reach
Stratagy from any tone dialing telephone 24-hours-a-
day, 36.5days-a-year.
Call Routing
Provides callers with information: Callers may
receive recorded information such as the company
address, directions, product specifications or service
offerings and price information (also described as an
Audiotext feature). Menus make it easy for callers to
get the information they need.
Once a call is answered by the Stratagy system,
callers are routed to the extension, department, etc.,
they enter. If the extension number is not known, a
company directory may be used by dialing a name.
Stratagy can also be set up to direct rotary callers to a
live assistant. Additionally, if the line is unanswered or
busy, the call can be routed to another extension, to
the company operator or to a personal operator set up
for that particular mailbox (see Personal Operator in
the Advanced Applications section.)
If all extensions are unavailable, a caller can hold or
hang up. If they hold, they may be 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, can automatically
transfer to a fax machine connected to a telephone
system extension.
TELEPHONE ANSWERING
Stratagy offers comprehensive message taking
capabilities which provide telephone answering when an
individual is busy or unavailable to answer the telephone.
Up to seven greetings per mailbox may be recorded and
scheduled to play at various times of the day. This
ensures coverage 24-hours-a-day, seven-days-a-week.
When extensions are busy or don’t answer, Stratagy
returns to the caller. Depending on how the mailbox is
configured, the system states that the extension is busy
or that the extension or person doesn’t answer. The
caller is offered the choices of leaving a private message,
calling another extension, or reaching assistance.
VOICE MESSAGING
Stratagy voice messaging features allow users to create,
send, receive and save voice messages. Users can
access their messages from any tone dialing phone.
Users can play, edit, replay and discard messages. They
can also forward messages to additional users and
perform many other voice messaging capabilities. In
addition, Stratagy 24 users can perform many of the
same features for fax messages as an option.
ADVANCED APPLICATIONS
The following is a partial list of the advanced applications
supported by Stratagy. Refer to Chapter 4 of this General
Description and the Stratagy Feature Description Manual
for more information.
CALL QUEUING
When Stratagy tries a user’s extension and finds that it is
busy, it may offer the caller the option of either leaving a
message or holding until the called extension becomes
available. If the caller opts to hold, then Stratagy may
play one or more pieces of “on-hold music” (which may,
in fact, not be music at all, but instead it could consist of
company, product, or other information). If more than one
caller chooses to hold for the same extension, then
Stratagy will queue the callers in the order that their calls
were received. In addition to the “on-hold music,” callers
will be informed of their position in this queue.
FAX MESSAGING
A Stratagy 24 system may be optionally configured with
one or two external fax modems. These modems may be
used for a variety of purposes, including Fax Messaging.
With Fax Messaging, the system accepts a fax document
in place of a voice message. Just as with the voice
recording, the fax is “recorded” and stored in the
recipient’s mailbox. When the user subsequently picks up
messages, messages containing faxes will be identified
to the user. If the user is calling from a fax machine (or
other device capable of receiving a fax), then the user
may request that the fax be transmitted (printed) on the
same phone connection. Alternatively, the user may
direct the Stratagy system to transmit the fax to another
phone number with a separate phone call.
FAX ON DEMAND/FAXBACK
A Stratagy 24 system may optionally be configured with
one or two fax modems. One use which can be made of
these modems is to provide fax documents to callers. By
using features similar to Audiotext as described in
Chapter 4 of this General Description, the caller may
select which fax document(s) are to be transmitted. The
transmission may be done over the same phone call
(“single-call”), or the Stratagy system may queue the fax
for later transmission (a “two call” arrangement, which
may make better use of a single fax modem). Depending
on how the system is programmed, multiple fax
documents may be transmitted in a single fax phone call.
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STRATAGY 4/6/24
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FAX TONE DETECTION PERSONAL OPERATOR
The Stratagy Automated Attendant listens for incoming
fax tone when answering incoming lines. If fax tone is
detected Stratagy will transfer the fax call to the
destination extension designated by the User ID of the
connected fax machine.
The Stratagy system lets users specify a personal
operator extension to provide live, personal call coverage
when they are unavailable. If desired, callers can be
automatically transferred to this extension, or can have
the option of leaving a private message or being
transferred to company operator assistance.
INTERACTIVE VOICE RESPONSE (IVR)
The Stratagy 6 and Stratagy 24 systems provide a
number of powerful features which allow it to be used for
Interactive Voice Response (IVR) applications, in addition
to Auto Attendant and Voice Messaging. Programming
tokens exist which allow the system to prompt the user
for input (using a custom prompt), wait for the user to
enter a DTMF response, which will be stored into a
variable, and then use that information to access a
database to formulate a response. Databases may be on
the hard disk of the Stratagy system, accessed remotely
over a network, or accessed through the serial ports of
the Stratagy system, possibly connecting to a mainframe
or other data server. Queries can be constructed in a
free-form fashion, by using data in variables that is
entered by the caller.
TOKEN PROGRAMMING
Once a response has been determined from the
database, the Stratagy system may be programmed to
play this data back to the caller in a number of different
ways: as a date, time, monetary value (in dollars and
cents), or simply as a number. The value may be
combined with other custom-recorded prompts, so that
the system could, for example, respond to a caller with
the message “Your order for 6 items will be shipped on
July 17, 1994.” The number six and the date in this
example would be provided by the database, while the
phrases “Your order for” and “items will be shipped on”
would be recordings that the System Administrator would
make.
An important aspect of the Stratagy system is the Token
Programming Language feature. While the Stratagy
system allows easy configuration of User IDS for
standard applications (Automated Attendant, Telephone
Answering, Voice Messaging, dialing a standard
extension, etc.), more sophisticated applications can be
developed using the same concepts by making use of
additional programming tokens. Besides the conventional
DTMF digits, Stratagy supports over forty additional
programming tokens. These tokens can perform
functions as simple as a hook flash, and as complicated
as sending a fax document in the background. But the
real power of the Token Programming Language is that
the tokens and the User IDS can be combined innew and
sophisticated ways to provide application solutions.
REPORTING
The System Administrator may generate an almost
unlimited number of different reports of system activity
and programming. Reports can contain columns
representing each of the fields of the User screen, and
they can cover either all or a subset of User IDS in the
system.
MULTIPLE SYSTEM LANGUAGES
The Stratagy system can be configured with any of a
number of different audio prompt files. The standard file
provides prompts in American English. The default
prompt file to use when a call first comes in can be
configured, and with appropriate system programming,
the caller can select a preferred language by entering
DTMF digits. Thus, Stratagy can be communicating in
different languages on different ports simultaneously.
Contact Product Marketing for the availability of other
languages.
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CHAPTER 4
FEATURES
OVERVIEW
,
This section presents an overview of all features that are
available on Stratagy systems. All features are
categorized as System, Administration, or User features.
Some features apply to more than one category. See
Table 4-1 for an alphabetical list of these features. Some
features are not available on all Stratagy systems, see
Table 4-2 for a list of these features.
In addition, Stratagy 24 systems support four out of five
serial communication port (RS-232) options:
n
n
n
q
n
A
Fax Modem 1
Fax Modem 2
Remote Maintenance
IVR Host Connectivity
SMDI Integration
maximum of up to 4 of these options may be
configured for each Stratagy 24 system.
SYSTEM FEATURES
AUDIOTEXT
Allows a caller to retrieve audio information from the
Stratagy system. To obtain this information, the caller
merely enters DTMF digits, as directed by audio
prompts, and the appropriate information is then
played. This information could consist of general
information about the company, such as its address,
phone number, fax number, etc., or it could include
specific product descriptions or other information that
may be of interest to callers.
AUTOMATED ATTENDANT
The Stratagy system answers incoming lines and
allows callers to route their own calls. The caller
merely enters the User ID of the desired party. If that
User ID is recognized by the system, then the call
will be handled according to the configuration of that
User ID. This configuration may direct the Stratagy
system to dial an extension and, possibly after
performing Call Screening, pass the call on to the
user. If the user is in Do Not Disturb mode, then
Stratagy may play a prerecorded greeting and record
a message from the caller.
AUTOMATED DIRECTORY
The Stratagy Automated Directory allows a caller to
enter DTMF digits corresponding to the first few
letters of a user’s first or last name. Stratagy will then
play back the recorded spoken name and extension
of each User ID that matches the entered digits.
AUTOMATIC GAIN CONTROL
While recording a message from a caller or user,
Stratagy can perform Automatic Gain Control (AGC).
AGC helps to compensate for variations in voice
volume, telephone handsets, and other factors which
can cause messages to be recorded at low or
varying volumes. A message recorded using AGC
will be played back at a consistent, standard volume
level. This means that the user playing back
messages will not have to constantly adjust the
playback volume.
CALL QUEUING
When Stratagy tries a user’s extension and finds that
it is busy, it may offer the caller the option of either
leaving a message or holding until the called
extension becomes available. If the caller opts to
hold, then Stratagy may play one or more pieces of
“on-hold music” (which may, in fact, not be music at
all, but instead it could consist of company, product,
or other information). If more than one caller chooses
to hold for the same extension, then Stratagy will
queue the callers in the order that their calls were
received. In addition to the “on-hold music,” callers
will be informed of their position in this queue.
CALL TRANSFER
The Stratagy Automated Attendant call routing
capability provides for a supervised or blind and
other types of call transfers to the destination
extension in the telephone system. All Stratagy
system call transfers are controlled by User IDS and
the extension field. Entering just the destination
extension into the extension field will cause a
supervised call transfer. Other call transfer types are
implemented with Tokens.
CALLER CONFIRMATION PRIOR TO
TRANSFERRI NC
When a caller stays on the line and does not enter
any DTMF digits, the Stratagy system assumes that
the caller is using a rotary phone. Therefore, the call
will be transferred to the operator for live assistance.
It is also possible that the caller has hung up, but for
some reason the telephone system has not detected
the hangup. Therefore; Stratagy can be configured to
ask the caller to confirm orally that someone is still
on the line before transferring to the operator.
Stratagy may be configured to hang up if there is no
response.
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DISK REDUNDANCY
A Stratagy 24 system may be optionally configured
with two hard disks, rather than the standard single
hard disk. Under special software control, the
contents of the second hard disk will be an exact
duplicate of the first hard disk. This duplication is
performed in real time as changes are made to the
primary hard disk (recordings are made, settings
changed, messages deleted, etc.). Should the
primary hard disk develop a bad sector, the
secondary hard disk is then automatically used.
DUAL INTEGRATION
Normally, all of a Stratagy system’s ports will be
attached to a single telephone system. But it is
possible to configure both the Stratagy 6 and the
Stratagy 24 systems on a per-port basis to work with
two different telephone systems simultaneously (two
systems with lnband Integration or one system with
lnband Integration and one system with SMDI/RS232
Integration). Because the system can operate with
different telephone systems simultaneously, it is
appropriate for use in offices where, possibly, two
different companies, with two different phone
systems, would like to share the costs and benefits
of a single Stratagy system.
FAX MESSAGING
A Stratagy 24 system may be optionally configured
with one or two external fax modems. These
modems may be used for a variety of purposes,
including Fax Messaging. With Fax Messaging, the
system accepts a fax document in place of a voice
message. Just as with the voice recording, the fax is
“recorded” and stored in the recipient’s mailbox.
When the user subsequently picks up messages,
messages containing faxs will be identified to the
user. If the user is calling from a fax machine (or
other device capable of receiving a fax), then the
user may request that the fax be transmitted (printed)
on the same phone connection. Alternatively, the
user may direct the Stratagy system to transmit the
fax to another phone number with a separate phone
call.
FAX ON DEMAND/FAXBACK
A Stratagy 24 system may optionally be configured
with one or two fax modems. One use which can be
made of these modems is to provide fax documents
to callers. By using features similar to Audiotext, the
caller may select which fax document(s) are to be
transmitted. The transmission may be done over the
same phone call (“single-call”), or the Stratagy
system may queue the fax for later transmission (a
“two call” arrangement, which may make better use
of a single fax modem). Depending on how the
system is programmed, multiple fax documents may
be transmitted in a single fax phone call.
FAX TONE DETECTION >,,
1
The Stratagy Automated Attendant listens for
incoming fax tone when answering incoming lines. If
fax tone is detected, Stratagy will transfer the fax call
to the destination extension designated by the User
ID of the connected fax machine.
”
GREETING RESTART
After a caller has left a voice message for a User ID,
the call may either be transferred back to the initial
“company” greeting User ID or the system may say
“Thank you for calling, Good-bye” and disconnect.
Callers often appreciate the ability to return to the
User’s Main Menu so that they can leave a message
for another system user.
INBAND INTEGRATION
Many telephone systems (PBXs) can be configured
to provide information to the Stratagy system about
an incoming call by preceding it with one or more
DTMF digits. These DTMF strings are known as
lnband Integration or lnband Signaling. The Stratagy
system can be configured to receive and interpret
these DTMF strings. With this information, the
Stratagy system may answer the call with a company
greeting, direct the call to begin recording a message
for a user who is unavailable, etc. Data is passed in
both directions: the PBX informs the auto
attendant/voice mail system about each incoming
call, and the voice mail system can send instructions
to the PBX to turn message waiting lights on or off,
as appropriate.
INTERACTIVE VOICE RESPONSE (IVR)
The Stratagy 6 and Stratagy 24 systems provide a
number of powerful features which allow them to be
used for Interactive Voice Response (IVR)
applications, in addition to Auto Attendant and Voice
Messaging. There are programming tokens which
allow the system to prompt the user for input (using a
custom prompt), wait for the user to enter a DTMF
response, which will be stored into a variable, and
then use that information to access a database to
formulate a response. Databases may be on the
hard disk of the Stratagy system, accessed remotely
over a network, or accessed through the serial ports
of the Stratagy system, possibly connecting to a
mainframe or other data server. Queries can be
constructed in a free-form fashion, by using data in
variables that is entered by the caller.
Once a response has been determined from the
database, the Stratagy system may be programmed
to play this data back to the caller in a number of
different ways: as a date, time, monetary value (in
dollars and cents), or simply as a number. The value
may be combined with other custom-recorded
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STRATAGY 4/6/24 AUGUST 1994
prompts, so that the system could, for example,
respond to a caller with the message “Your order for
6 items will be shipped on July 17, 1994.” The
number six and the date in this example would be
provided by the database, while the phrases “Your
order for” and “items will be shipped on” would be
recordings that the System Administrator would
make.
MULTIPLE SYSTEM LANGUAGES
The Stratagy system can be configured with any of a
number of different audio prompt files. The standard
file provides prompts in American English. The
default prompt file to use when a call first comes in
can be configured, and with appropriate system
programming, the caller can select a preferred
language by entering DTMF digits. Thus, Stratagy
can be communicating in different languages on
different ports simultaneously.
Contact Product Marketing for the availability of other
languages.
PORT-SELECTABLE GREETINGS
The Stratagy system may be configured to begin
processing new calls by starting with a given User
ID. New callers will first hear the greeting recorded
for this User ID. Each different audio port in the
Stratagy system may be configured to begin
processing with a different port, and thus different
ports may hear different initial greetings, which may
have different menu options available, which may
follow different processing paths, etc., depending on
how the User IDS are programmed. This feature
might be used, for example, by two companies
sharing the same Stratagy system.
REMOTE ADMINISTRATION
An optional external 2400 baud modem is required
for this feature on all Stratagy systems. The remote
administrator has full screen access to the system,
protected by two different passwords, with every
system feature available. The remote administrator
may use this feature at any time simply by dialing
into the system from any PC running the Stratagy
remote access software and with an appropriate
modem.
SAFE MESSAGE PURGING
The Stratagy system may be configured to “purge”
messages some time after they have been heard.
This time period is a system configuration parameter
expressed in days. The default value for this
parameter is 0, meaning that no purging will ever be
performed. The purge parameter is system-wide.
Stratagy performs the purge on a per-User ID basis,
only when the user is logging out of the system.
When the user logs into the system, Stratagy
announces the number of messages-in the User ID
that are to be purged, if any. This gives the user
ample warning that the messages will be deleted
upon logout. Messages are never purged at any
other time. Messages that have not been heard are
never purged, no matter how old they are.
SMDI/RS-232 INTEGRATION
SMDI integration is available on both Stratagy 6 and
Stratagy 24 systems. SMDI is an industry standard
method of integrating a PBX with Voice Mail and
other peripheral systems. This interconnection is
made via RS-232 data connections dependent upon
the PBX capabilities. Data is passed in both
directions: the PBX informs the auto attendant/voice
mail system about each incoming call, and the voice
mail system can send instructions to the PBX to turn
message waiting lights on or off, as appropriate.
SYSTEM BACKUP
This feature allows customer configuration database
information, greetings, and messages to be backed-
up onto floppy diskettes. Database information,
greetings, and messages may be backed-up
individually or in various combinations. Stratagy will
estimate the number of floppy diskettes required for
the System Backup procedures.
TOKEN PROGRAMMING
An important aspect of the Stratagy system is the
Token Programming feature. While the Stratagy
system allows easy configuration of User IDS for
standard features (Audiotext, Automated Attendant,
Voice Messaging, dialing a standard extension, etc.),
more sophisticated applications can be developed
using the same concepts, by making use of
additional programming tokens. Besides the
conventional DTMF digits, Stratagy supports over
forty additional programming tokens. These tokens
can perform functions as simple as a hook flash, and
as complicated as sending a fax document in the
background. But the real power of the Token
Programming Language is that the tokens and the
User IDS can be combined in new and sophisticated
ways to provide application solutions.
TOSHIBA PLUG AND PLAY
Stratagy systems have been preconfigured for out of
box plug and play use with certain Toshiba telephone
systems: Stratagy 4 with Strata DK 8, Stratagy 6 with
Strata DK16, and Stratagy 24 with Strata DK 280 A.
The installer does not have to understand or program
inband integration strings, ringback patterns, or make
other system configuration changes. In addition the
above Strata DK default extension numbers are also
preprogrammed in Stratagy as the User ID and
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STRATAGY 4/6/24 AUGUST 1994
extension numbers, plus default user parameters.
Complete integration with other Toshiba telephone
systems (without default User IDS and extension
mailbox installations) is available from a menu.
UNIVERSAL PORTS
‘
Frequently, notification is performed by dialing out on
one of the Stratagy audio ports, perhaps to send a
page or light a message waiting light by transmitting
the correct sequence of DTMF codes. Stratagy
provides several methods of allocating audio ports
for the notification process. With the first method,
one or more ports are dedicated to perform out
dialing for notification. This method has the
advantage that there can never be a collision
between dialing out to perform a notification and an
incoming call which happens to be routed to the
same port at the same time. With the second
method, all of the Stratagy ports are configured to
accept incoming calls, but Stratagy can also use any
one of them which is not currently in use to perform
an outdial. This method has a clear advantage over
the first, particularly for small systems with only a
limited total number of ports. However, it introduces
the possibility of a collision. The third method is
similar to the second, except that Stratagy is
restricted to choosing only one particular port to
perform notifications. Should that one port be busy,
then Stratagy will wait until it is free rather than use
one of the remaining ports.
UNLIMITED USER IDS
The Stratagy system provides User IDS of up to eight
digits, or 100 million different possible User IDS. User
IDS may be prefixes of other User IDS. That is, both
“111” and “1111” could be separate User IDS, and
both could be used by the system. Thus, no User IDS
are ever precluded. Stratagy uses a very efficient
method of accessing its database, so that system
response is not diminished when the database
contains a very large number of User IDS. No matter
how large a Stratagy system might grow to be, it
likely will never run out of available User IDS.
VARIED SAMPLING RATES
The Stratagy system may be configured-to make
different types of recordings at different “sampling
rates.” In general, the higher the sampling rate, the
more accurate the digital recording of the incoming
sound will be, and thus, the better the reproduction.
However, using a high sampling rate means that
more disk space will be consumed for a given
recording. Because companies wish to present the
best possible “appearance” to their callers, and
because greetings usually represent only a small
fraction of the system’s disk space, Stratagy systems
are configured to record greetings at a higher
sampling rate (64K) than regular voice messages
(32K). However, the sampling rate for greetings and
for voice message recordings can be individually set
during system installation and configuration by the
System Administrator.
VOICE MESSACI NC
In addition to the Automated Attendant feature, each
Stratagy system includes Voice Messaging. Each
User ID may be configured to store messages
individually. Voice Messaging functions may be
controlled by the System Administrator or the
individual user. See both Administration and User
Features for details.
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ADMINISTRATION FEATURES
IMPORTANT NOTE:
Stratagy 4 and Stratagy 6 systems require a
laptop computer with Stratagy remote software
installed to perform all Administration Features
locally or remotely (using an optional external
modem). The Stratagy 24 system may perform
all Administration Features in the same manner
as above or use the keyboard and monitor
supplied with the system. Refer to the Stratagy
Installation and Maintenance manual for details.
AUTOMATIC MESSAGE COPY
Each User ID “A” can be configured to place a copy
of any message received into a separate User ID
“B’s” queue of messages. User ID “A” will retain a
copy of each message. Messages sent directly to “B”
remain unaffected.
AUTOMATIC MESSAGE COPY WITH DELETE
This feature is very similar to Automatic Message
Copy. When activated, a User ID “A” is configured so
that any messages received will be copied to User ID
“B.” Furthermore, “A” is configured not to store
messages at all. This means that the copy of each
message sent to “B” is in reality the only copy of the
message in the system. Messages sent directly to
“B” would not be affected by this change, nor would
any messages already stored in “A.”
AUTOMATIC MESSAGE DATE/TIME CONTROL
The System Administrator may configure each User
ID or group of User ID’s to automatically play the
date and time of each message before playing the
“body” (contents) of the message.
BUSY GREETING LENGTH CONTROL
The System Administrator may specify each User ID
maximum length of time in seconds for the custom
busy greeting which the user may record. This
feature may be used to limit the total time (and thus,
system disk space) which can be used for busy
greetings. Setting this field to zero prevents the user
from recording or changing a custom busy greeting.
CALLED IDENTIFICATION
Allows one person to answer for both “Sales” and
“Service” calls. The person who answers the call will
know how to greet each caller, since they will hear
“Sales” or “Service” before being connected to the
caller. Message Pooling could also be used in this
case, since this person would presumably like all
messages left after hours to be stored in a single
User ID, rather than have to check multiple User IDS
for messages. The System Administrator sets this
feature on a per User ID basis.
CHAINING
Stratagy’s chaining feature allows the-flow of control
during call processing to be directed from one User
ID to another, based on the results of dialing the
Extension field (if the User ID is not configured in Do
Not Disturb mode). The System Administrator may
define each of the three possible chaining conditions:
Busy, Ring No Answer (RNA), or Done. Combined
with Stratagy’s Token Programming Language, this
feature allows sophisticated call processing and IVR
applications to be created.
COPY RANGE
The Copy Range feature allows the System
Administrator to copy one existing User ID to create
a number of new User IDS, each within a defined
range of ID numbers.
DIRECTORY CONTROL
Each User ID may have Automated Directory names
entered by the System Administrator. Some users
may not wish to be listed in the Automated Directory.
Furthermore, some User IDS are used for special
purposes, and they should not appear in the
directory listings. Such User IDS would include “back
door” access numbers, User IDS used purely for
Stratagy programming, etc. The Automated Directory
allows callers to determine the correct extension for
someone by entering the DTMF digits which
correspond to the first few letters of the name.
DISK SPACE NOTIFICATION
The Stratagy system can be configured to send an
automatic notification whenever system disk space
falls below a defined threshold. During system
installation and configuration, the System
Administrator defines the percentage of disk space
remaining below which the disk notification should be
activated. Under normal conditions, the system is
checked automatically once per hour to determine
the remaining disk space storage.
GREETING LENGTH CONTROL
The System Administrator may determine the
maximum recording time, in seconds, for the seven
different greetings of each User ID. This feature may
be used to limit the total time (and thus, system disk
space) which can be allotted for user greetings.
Setting this field to zero prevents the user from
recording or changing the “current” user greeting.
GROUP PARTITIONS - CALL BLOCKING
Each User ID may belong to as many as four
different “groups.” The System Administrator defines
the group(s) to which a User ID belongs. When the
Stratagy system transfers a call to a new User ID, it
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STRATAGY 4/6/24
AUGUST 1994
first determines if that User ID has any groups in
common with the current User ID. If it does, then the
transfer of processing to the new User ID will
proceed. Otherwise, Stratagy will switch to a default
User ID for processing based on the current system
port number, blocking or rerouting the call. Group
Partitions are most often used to control Guest User
IDS and Shared Tenant applications.
GUEST USERS LIMIT
Each user of the Stratagy system may potentially
create one or more Guest User IDS. These User IDS
might be used by that person’s customers, friends,
clients, etc. They can be deleted by the same user
who created them or by the System Administrator.
The System Administrator can also limit the number
of Guest User IDS which a particular User ID is
allowed to create.
MESSAGE LENGTH CONTROL
The System Administrator can set the maximum
Message Length in seconds of each incoming
message for a given User ID, or messages may be
unlimited in length. If a caller attempts to leave a
message longer than the maximum, the system will
stop recording and inform the caller that the
maximum message length has been reached.
MESSAGE NOTIFICATION
Stratagy allows each User ID to have up to ten
different programmable notification records. The
System Administrator programs the notification
records of each User ID with a specific notification
method such as lights, stutter dialtone, pagers, voice,
etc., for the times of the day and the days of the
week and the repeat count and interval for retrying
that notification. Each notification method is a flexible
dial string allowing the Stratagy system to be used
with almost any kind of PBX or notification method
including cascade notification.
MULTIPLE DIRECTORY NAMES
Each User ID can have associated with it up to two
different names. These names are entered into the
Stratagy system’s automatic directory by the System
Administrator. Each User (Extension) may have more
than one User ID to improve the Automated Directory
for commonly misspelled names. The Automated
Directory can allow callers to determine the correct
extension for someone by entering the DTMF digits
which correspond to the first few letters of either one
of the two (or more) different names. Thus, normally,
the two different directory names will be the first and
last names of the user associated with each User ID.
NAME AND EXTENSION CONTROL
Normally, a user may record a “spoken name”-a
recording of the user’s name and extension. The
System Administrator, however, can configure User
IDS on an individual basis so that a user cannot
record, or change the recorded name and extension.
If no name and extension has been recorded for a
User ID, then the Stratagy system will play “User
ID...” followed by the number of that User ID.
PROGRAMMABLE DIAL ACTIONS
The Stratagy system will attempt to dial the string
specified in the Extension field. This string may
consist simply of the extension number of the user, in
which case Stratagy will dial that extension and
continue processing based on the results of that call
if not in the Do Not Disturb mode. But the extension
field may actually contain many more “programming
tokens” which can have effects ranging from the
simple (such as performing a hook flash) to the
complex (accept an incoming fax for the current
user). These programming tokens can be combined
by the System Administrator in a desired way to
create an almost unlimited number of application
solutions.
REAL-TIME SCREEN INFORMATION
The Administrator’s Main Menu on each Stratagy 24
system shows, among other things, the activity on
each audio port, the activity of any connected fax
modems, the amount of free disk space, etc. The
Stratagy 24 system helps the System Administrator
better understand and manage the system as
changes occur. This information is instantly updated
as long as the Main Menu is displayed.
RELAY PAGING
Relay Paging streamlines Message Notification
permitting the caller to enter a phone number while
the user’s greeting is being played. The Stratagy
system still pages the user, but instead of displaying
the usual information, only the phone number
entered by the caller is displayed on the pager. The
System Administrator may enable this feature
individually for each User ID. This allows the user to
return the call much sooner by not calling into the
Stratagy system since no voice mail message is left.
REPORTS
The System Administrator may generate an almost
unlimited number of different reports of system
activity and programming. Reports can contain
columns representing each of the fields of the User
screen, and they can cover either all or a subset of
User IDS in the system.
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STRATAGY 4/6/24 AUGUST 1994
RING DURATION
The System Administrator may define, on a per-user
ID basis, how many rings of that user’s extension the
Stratagy system should wait before concluding that
the user is unavailable (Ring No Answer, or RNA).
Then the Stratagy system can send callers to voice
mail to leave a message. This value may also be
changed automatically via the Auto Scheduler, again
on a per-User ID basis.
SCREEN SAVER
Standard feature on Stratagy 24 systems. Video
monitors, such as those used as the console display
of the Stratagy 24 system, should not have the same
image displayed on them constantly. Such an image
can become “burned in” on the phosphor display, and
it will then be visible even when other information is
being displayed-the monitor is then permanently
damaged. To avoid burn-in, the Stratagy system can
be configured to blank the screen automatically after
a predetermined period of keyboard inactivity. As
soon as something is again typed on the keyboard,
however, the screen is instantly reactivated, and any
information which would have been on the screen is
made visible.
SHARED EXTENSIONS
This feature is typically used when more than one
person, each with a separate Stratagy User ID,
shares a single phone extension. If the call is
answered, the called name is announced. If not
answered, a private message may be recorded.
Stratagy announces ‘&This call is for...” followed by
the recorded name of the called User ID. The
System Administrator sets this feature on a per User
ID basis. In addition, the System Administrator may
also turn on the Call Screening feature to enhance
this feature.
SINGLE-DIGIT MENUS
Each User ID may define one or more single-digit
menu keys. If a caller enters one of these DTMF
digits while listening to the greeting for that User ID,
then Stratagy will immediately transfer processing to
the User ID associated with that menu item rather
than process the digit as part of another User ID
number. The System Administrator defines the
single-digit menu numbers for each User ID.
SCHEDULED AUDIOTEXT
The Stratagy Auto Scheduler can be used to
implement Audiotext with a combination of single-
digit menus and greeting recordings. The System
Administrator would record the greetings in each of
the applicable User Ids and configure the system to
change the Audiotext contents on an automatic,
scheduled basis.
SCHEDULED COMPANY GREETINGS
The System Administrator may program the
company greetings using the Stratagy Auto
Scheduler to make changes based on the time of
day or day of week. The changes can include the
current greeting number, extension, Do Not Disturb
setting, etc.
SYSTEM DISTRIBUTION LISTS
In addition to personal distribution lists, Stratagy
supports system-wide distribution lists. A user sends
a message to a system distribution list rather than a
personal distribution list by prepending a * to the list
number. The “list comment” for the selected system
list is played to confirm that the right list has been
chosen, just as with personal distribution lists. The
System Administrator creates the system Distribution
Lists using the same method as the personal lists,
but for the System Administrator User ID.
URGENT MESSAGE NOTIFICATION
The System Administrator programs the notification
type set to URGENT. When a message-marked
Urgent is received, then the Stratagy system first
checks if one or more notification records exist for
that User ID with notification type URGENT. If so,
then those records are activated, and otherwise, any
NORMAL notification records are used. Users might,
for example, want to be notified by pager only when
an Urgent message arrives.
USER OPTION LOCKS
Many user options can normally be changed by
users themselves by selecting the appropriate DTMF
commands over the telephone, such as toggling the
Do Not Disturb attribute, changing the current
greeting number, toggling Call Screening, etc. The
System Administrator can disallow a user from
changing each of these settings on an individual
basis.
VOICE FORMS
The Stratagy system can be configured to prompt a
caller with a series of questions. The voice
responses that the caller gives are then
concatenated and are stored as a single message in
the associated User ID. The Voice Forms feature is
activated by the System Administrator simply by
using the “Q” (Question and Answer) token when
programming the User ID. Each question is recorded
as a greeting, either in that User ID or in others. The
“Q” token specifies which greetings should be played
to callers and the order in which they should be
played. ,
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