Toshiba Strata CTX User manual

Unify Your Business Communications
STRATA
IMPORTANT!

Publication Information
Toshiba America Information Systems, Inc., Telecommunication Systems 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., Telecommunication Systems
Division, also reserves the right, without prior notice, to make such changes in
equipment design or components as engineering or manufacturing methods may
warrant.
© Copyright 2003
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
All rights reserved. No part of this manual, covered by the copyrights hereon, may be
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Trademarks, registered trademarks, and service marks are the property of their
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CTX-IM-ATCON-VC
4025118
Version C, March 2003

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)
Telecommunication Systems Division License Agreement
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Toshiba America Information Systems, Inc.
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division
Limited Warranty
Toshiba America Information Systems, Inc., (“TAIS”) warrants that:
•The CTX Attendant Console equipment, such as the PC (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 twelve (12) months after delivery.
•And that the Toshiba telephone 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.
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
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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
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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.

Strata CTX Attendant Console Installation 03/03 i
Contents
Introduction
Organization...........................................................................................................................................iii
Conventions............................................................................................................................................iv
Related Documents/Media.....................................................................................................................iv
Chapter 1 – Installation
Step 1: Obtain License for the Console...................................................................................................2
Step 2: Program CTX for the Console....................................................................................................2
Step 2A: Assign Class of Service (COS) on CTX............................................................................2
Step 2B: Make Station Assignments on CTX ..................................................................................4
Step 2C: Make DKT Data Assignments on CTX.............................................................................5
Step 2D: DKT Button Assignments .................................................................................................5
Step 2E: Make Attendant Group Assignments on CTX...................................................................6
Step 2F: Set Up LAN........................................................................................................................7
Step 2G: Create Dial 0 Destination ..................................................................................................8
Step 2H: Direct CO Lines to Ring CTX Attendant Console............................................................8
Step 3: Connect Hardware to Strata CTX...............................................................................................9
Step 4: Install SNMP Service................................................................................................................11
Step 5: First Time Installation...............................................................................................................11
Step 6: Modify TSP Configuration .......................................................................................................13
Step 7: Run the CTX Attendant Console..............................................................................................13
Chapter 2 – Maintenance and Administration
Software Upgrade Procedure ................................................................................................................15
Directory Database Maintenance ..........................................................................................................15
Back Up Database ..........................................................................................................................15
Remove Database ...........................................................................................................................16
Restore Database ............................................................................................................................16
Running the Attendant Console Offline................................................................................................16

Contents
Maintenance and Administration
ii Strata CTX Attendant Console Installation 03/03

Strata CTX Attendant Console Installation 03/03 iii
Introduction
This manual provides installation instructions for one or more Strata CTX Attendant Consoles. It
also contains maintenance and administration information.
Organization
This manual is divided into these chapters:
•Chapter 1 – Installation contains programming and installation instructions for the Strata
CTX Attendant Console.
•Chapter 2 –Maintenance and Administration explains how to back up, remove, restore the
console database, as well as upgrade and troubleshooting procedures.

Introduction
Conventions
iv Strata CTX Attendant Console Installation 03/03
Conventions
Related Documents/Media
Note Some documents listed here may appear in different versions on CD-ROM 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.
•Strata CTX Attendant Console User Guide
•Strata CTX Attendant Console Quick Reference Guide
•Strata CTX WinAdmin Application Software and Documentation Library on
CD-ROM
For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata CTX
documentation and enables you to view, print and download current publications.
Conventions Description
Note Elaborates 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.
$ULDO%ROG
Represents telephone buttons.
Courier Shows a computer keyboard entry or screen display.
+
shows a multiple PC keyboard or phone button entry. Entries without spaces
between them show a simultaneous entry.
Example: Delete+Enter.
Entries with spaces between them show a sequential entry.
Example:
 +  .
Tilde (~) Means “through.”Example: 350~640 Hz frequency range.
See Figure 10
Grey words within the printed text denote cross-references. In the electronic
version of this document (Strata CTX ACD Application Software and
Documentation Library CD-ROM or FYI Internet download), cross-
references appear in blue hypertext.

Strata CTX Attendant Console Installation 03/03 1
Installation 1
This chapter provides programming and hardware installation instructions for the Strata CTX
Attendant Console. Please refer to the release notes for possible special instructions before
proceeding.
The Strata CTX Attendant Console operates a PC with Microsoft®Windows®2000 operating
systems. PC requirements include:
•Pentium III running at 500 mHz or better
•256M RAM (Windows XP) or 128M RAM (Windows 2000)
•500MB hard disk space
•NIC interface for 10/100 Base T
It connects to the Strata CTX processor via the LAN as a Customer Supported Telephony
Application (CSTA). It also connects to a digital station port for the speech path. The console
consists of the following items:
•CTX Attendant Console software application (supplied on CD-ROM or pre-installed, both
options are available)
•Keyboard
•Special Attendant Keyboard stickers (CTX-KL-ATCON-VA). See the Strata CTX Attendant
Console User or Quick Reference Guide or for sticker placement.
•Mouse
•Color VGA monitor (600x800 pixels) or better
•Attendant Console Interface Unit (BATI), which connects to the BDKU or PDKU station
interface on the Strata CTX. Plus, a handset and cradle (BATHC). A headset can be ordered
...or
a DKT3001 can be used as the station interface. If a headset is used, it connects to the BHEU
installed in the DKT3001.
The Strata CTX670 system supports up to four, and the CTX100 supports up to two Attendant
Consoles. Multiple consoles automatically share the incoming call load on a call-by-call rotation
basis. Features such as Overflow, Position Busy, and Interposition Call Transfer add to the
efficiency of single or multiple console applications.
The Strata CTX Attendant Console has two main components: the application and the database
utility Typically, these two components are installed on the same PC (the main Attendant
Console). Additional consoles on a system share this database utility.

Installation
Step 1: Obtain License for the Console
2Strata CTX Attendant Console Installation 03/03
Step 1: Obtain License for the Console
➤Be sure to contact Toshiba Telecommunication Systems Division’s (TSD) Customer Service
department to obtain an order number. Use the FYI license key generator to obtain a license for
a single or multiple consoles.
Step 2: Program CTX for the Console
Certain programming assignments are required in the Strata CTX for the CTX Attendant Console;
others are preferred or recommended assignments for proper operation. You can use Strata CTX
WinAdmin or CTX telephone button programming.
Step 2A: Assign Class of Service (COS) on CTX
➤Enter Program 103, then use the following Feature Buttons (FBs) to make the following
assignments:
6442
Use COS 10 for Attendant
Disable
(Don’t check
01, 06, 10)
Prefer enabled (check 09, 12~17, 20, 21, 23, 26, 30).
Other FBs: set according to site preferences.
Disable
(Don’t check 38)
Enable
(Check 24, 25, 27)
Required

Installation
Step 2: Program CTX for the Console
Strata CTX Attendant Console Installation 03/03 3
❐FB00 –Specifies the COS, Toshiba recommends using “COS=10”for the Attendant
Console (recommended).
❐FB01 –Press  to disable Auto Busy Redial (required).
❐FB06 –Press  to disable this feature so that calling parties with Do Not Disturb (DND)
Override privileges cannot override the Console’s DND status (required).
❐FB09 –Press  to enable Executive Override privileges for the console (preferred).
❐FB10 –Press  to disable Executive Override for others calling the console (required).
❐FB12 –Press  to enable Group Pickup (preferred).
❐FB13 –Press  to enable Directed Station Pickup (preferred).
❐FB14 –Press  to enable Directed Group Call Pickup (preferred).
❐FB15 –Press  to enable Directed DN Call Pickup (preferred).
❐FB16 –Press  to enable External Call Pickup (preferred).
❐FB17 –Press  to enable Directed CO Call Pickup (preferred).
❐FB20 –Press  to enable the console to switch from ringing to handsfree answerback
(preferred).
❐FB21 –Press  to enable Privacy Override (preferred).
❐FB23 –Press  to enable Emergency Paging (preferred).
❐FB24 –Press  to enable the ability to Join calls (required).
❐FB25 –Press  to enable Through Dialing (required).
❐FB26 –Press  to enable Tandem (Trunk-to-trunk) Connections (preferred).
❐FB27 –Press  to enable the ability to change Day/Night mode (required).
❐FB30 –Press  to enable the ability to dial individual trunk access codes to access
specified lines (preferred).
❐FB31 –Press  to enable access to trunk groups by trunk access codes (required).
❐FB34 –Press  to enable use of a Short Flash signal over CO lines (required).
❐FB35 –Press  to enable use of a Long Flash signal over CO lines (required).
❐FB36 –Press  to enable the ability to receive Hook Flash over CO lines (required).
❐FB38 –Press  to disable the ability of other stations to call the console using Off-hook
Call Announce (required).

Installation
Step 2: Program CTX for the Console
4Strata CTX Attendant Console Installation 03/03
Step 2B: Make Station Assignments on CTX
1. Enter Program 200, specify the Prime DN for this particular Attendant Console. The number
entered here is the DN used to reach this specific console. Do not use 0 as the Prime DN. Dial 0
is set in “Create Dial 0 Destination”on page 8. Do not assign the Attendant Console PDN to
another DKT or station.
2. Enter data for the FBs listed below:
❐FB01 –Specifies the equipment number (shelf/slot/port) required for assigning a new DN
to the system. Set the CTX Attendant Console DN to the PDKU or BDKU port (required).
❐FB02 –Press  to assign the DKT Station type (required).
❐FB03 –Press  to assign Extension (not Voice Mail) attributes to analog ports (required).
❐FB04 –Toshiba recommends entering COS 10 at the following three prompts:
“COS DAY1=
 ”, “COS DAY2=  ”and “COS Night=  ”(preferred).
❐FB11 –Press  (Dial Tone) to assign Dial Tone as the type of tone heard after LCR access
codes are dialed (required).
Enter CTX Station DN Set to 10 unless you
assigned another COS
for the Attendant.
6443
Required. Set other FBs
according to site preferences.

Installation
Step 2: Program CTX for the Console
Strata CTX Attendant Console Installation 03/03 5
Step 2C: Make DKT Data Assignments on CTX
1. Enter Program 204, enter the Prime DN for this particular Attendant Console.
2. Enter data for the FBs listed below:
❐FB01 –Press  to assign the Station Type as “Attendant”(required).
❐FB02 –Press  to assign the key strip assignments for the Attendant Console (required).
❐FB05 –Press  to assign Tone First signaling (required).
❐FB19 –Press  (Not Continuous) to disable continuous DTMF.
❐FB21 –Press  to select the “BATI”adapter type (required).
❐FB30 –Press  to disable Automatic Line Hold.
Notes
•FB19 and FB30 settings can be changed within the CTX Attendant Console application (see
Administration view, Admin tab in the console). These two settings can be changed in CTX
programming or from the CTX Attendant Console. The console has precedence; the console
overrides programming data.
•Although FB28 is labeled “Attd Overflow Dest.,”you should enter the overflow destination
from Program 404.
Step 2D: DKT Button Assignments
➤Do not make any button assignments in Program 205 for the Attendant Console port. In the
previous step, Program 204, FB02, Pattern 3 (key strip assignment) enables the correct
assignments for the port (whether the console is connected to a BATI or DKT).
Note No other telephones in the system should have an appearance of the Console’s PDN.
6441
Enter CTX Station DN
Required
Required

Installation
Step 2: Program CTX for the Console
6Strata CTX Attendant Console Installation 03/03
Step 2E: Make Attendant Group Assignments on CTX
➤Enter Program 404, then enter data for the FBs listed below:
❐FB00 –Press  (only  is allowed in the Strata CTX Release 1.02Mxx) to assign an
Attendant Group number (required).
❐FB01 –Press  or  to assign the Call Distribution method (either “1: Most Idle First”or
“2: Next Available First”are allowed) (required).
❐FB02 –Enter an alternative Attendant Destination for Position Busy, if desired (1~32
characters).
❐FB03 –Select the Attendant Overflow Time in minutes (default is OK).
❐FB04 –Enter an Overflow Destination for the Attendant group (1~32 characters)
(preferred). This overflow destination for a single Attendant or when all multiple
Attendants set overflow on.
❐FB05 –Enter the Attendant’s Voice Mail ID code.
6440
See specific FB button
information below
Enter
Incoming
Line
Groups
Optional

Installation
Step 2: Program CTX for the Console
Strata CTX Attendant Console Installation 03/03 7
Step 2F: Set Up LAN
Enter data for Program 803 first, then enter data for Program 801 second.
1. Use Program 803 and enter the following FBs to establish one of the system ports for use as a
LAN port:
❐FB00 –CSTA logical ports are 200~208. Choose the next available. If the CTX telephone
system software is version 1.2 or higher, scroll down and select “400 BLF”for 00 Logical
Device No.
❐FB01 –Choose LAN device connection. Assign a device port number. When
programming from a telephone, press
6SNU to access this parameter.
Then enter a device port number.
Note If you change the LAN port, you must reset the CTX by performing a Power Cycle or Level
2 Reset.
2. Use Program 801 and the following FBs to assign the properties of each LAN port:
❐FB00 –Choose the device port number to be assigned. Use port assigned in above step
(Program 803, FB02).
❐FB01 –Assign to be TCP (default).
❐FB02 –Assign the type to be Server (default).
❐FB03 –Asynchronous operation (default).
❐FB04–Assign the port to be a server that islinked to the client (1100~1107 recommended).
When you complete allStrata CTX programming, be sureto enter thissame portnumber in
“ModifyTSPConfiguration”onpage13.IfyourCTXsoftwareisversion1.2orhigher,enter
“6000”as the 04 Server Port No. “6000”is the LAN port for BLF numbers.
❐FB05 ~FB08 and FB10 ~FB11 –Leave at default values.
6515
6439

Installation
Step 2: Program CTX for the Console
8Strata CTX Attendant Console Installation 03/03
3. If the CTX telephone system is networked, use Program 656 to assign the network node. If the
CTX is not networked to another telephone system, skip this program.
❐FB01 –Assign a unique node number for your CTX. Enter zero for the Primary Overlap
Code.
Step 2G: Create Dial 0 Destination
➤Enter Program 102, then enter data for the FB listed below:
❐FB00 –In CTX WinAdmin, click the Create button to assign Attendant Console Group
DN. In the pop-up window, enter an Index value of 0 (zero), click OK. Most sites will use
0; however; any non-conflicting DN can be used.
...or for telephone programming, at the “Digit=”prompt, enter 0 (or any DN that does not
conflict with a station DN). At the “FB0=”prompt, enter

Note The number entered here (usually 0), is the number users dial to reach an Attendant.
Important! Do not assign a PDKU or BDKU port as DN = 0.
Step 2H: Direct CO Lines to Ring CTX Attendant Console
Refer to the Strata CTX Programming Manual for details. The Attendant dialing digit is “0.”

Installation
Step 3: Connect Hardware to Strata CTX
Strata CTX Attendant Console Installation 03/03 9
Step 3: Connect Hardware to Strata CTX
1. If you are not using a network hub, use an RJ45 cross-pinned cable to connect the Strata CTX
Network Interface Card (NIC) jack and to the CTX Attendant Consoles PC’s NIC jack (see
Figure 1).
...or if you’re connecting to the Strata CTX via a hub or switch, use a straight-pinned RJ45
cable (see Figure 2). Pinouts are shown in Figure 3.
2. Use the Amphenol connector to connect the PDKU or BDKU to the Main Distribution Frame
(MDF).
3. Use an RJ11 cable to connect the PDKU or BDKU (from the MDF, if used) to the BATI or a
DKT3001.
4. Plug in the supplied white cord to the BATI and to the Handset Cradle (BATHC). If a headset
will be used, plug the headset cord into the Handset Cradle’s headset jack.
...or if the DKT3001 is used (instead of the BATI) and a headset is desired, install a BHEU in
the DKT3001 per the instructions in the Station Apparatus chapter of the Strata CTX
Installation & Maintenance Manual. Then plug the headset cord into the BHEU jack.
Figure 1 Direct Connection to Strata CTX
6510
CTX100 ACTU
with AETS
or
CTX670 BBCU
processor
BATI
Strata CTX
Cross-pinned,
8-wire modular cord
RJ45
Jack RJ45
Jack
NIC
CTX
Attendant
Console
NIC
PDKU
or
BDKU
MDF
White cord (supplied)
Amphenol
RJ11
Handset
Cradle
(BATHC)
Headset
or
DKT3001
with BHEU
RJ11
Headset

Installation
Step 3: Connect Hardware to Strata CTX
10 Strata CTX Attendant Console Installation 03/03
Figure 2 Network Interface Connection
Figure 3 8-wire Modular Cord Pinouts
Important!
• If a DKT telephone is connected to the CTX Attendant Console PC, use the keyboard for all
PC operations when the console is running. (When the console is in Position Busy, it is still
running.)
• When the Attendant Console software is not running, the DKT3001 telephone can be used
for regular calling. Calls intended for an Attendant when the software is not running will
follow the Alternate Destination programmed in Strata CTX. Only callsdirected to the DKT’s
primary extension number will ring the phone.
• Also, if the handset interferes with the headset, you can unplug the handset while using the
headset.
6511
CTX100 ACTU
with AETS
or
CTX670 BBCU
processor
Strata CTX
Straight-pinned,
8-wire modular cord Straight-pinned, 8-wire modular cord
RJ45
Jack
NIC
CTX
Attendant
Console
NIC
RJ45
Jack
RJ45
Jack RJ45 Jack
LAN
or
Hub
PDKU
or
BDKU
BATI
MDF
White cord (supplied) RJ11
Handset
Cradle
(BATHC)
Headset
or
DKT3001
with BHEU
RJ11
Headset
Amphenol
6512
Straight-pinned,
8-wire modular cord
Pin Pin
1
2
3
6
1
2
3
6
TD+
TD-
RD- TD-
RD-
RD+ TD+
RD+
Cross-pinned,
8-wire modular cord
1
2
3
6
3
6
1
2
Pin Pin
TD+
TD-
RD- TD-
RD-
RD+ TD+
RD+

Installation
Step 4: Install SNMP Service
Strata CTX Attendant Console Installation 03/03 11
Step 4: Install SNMP Service
Simple Network Management Protocol (SNMP) is a computer network monitoring and control
protocol that must be installed on the PC. Follow these steps to make sure it is installed.
1. Select Start > Settings > Control Panel > Add/Remove Programs.
2. Select Add/Remove Windows components (on the left pane).
3. Select Management and monitoring tools.
4. Check Simple Network Management Protocol and click the Details button.
Step 5: First Time Installation
1. Insert the CTX Attendant Console CD-ROM into your CD-ROM drive. From the Main menu
(shown below), click on “Install CTX Attendant Console.”
Important! To run any of the
components, please click
once only. Do not
double-click or you will
run two parallel
installations of the same
component with
unpredictable results.
2. From the InstallShield Wizard for CTX Attendant Console window, click Next.
3. Enter the Customer Information, click Next.
4. Click Yes if you agree with the License Agreement.
5. Select the Setup Type, then Next.
•Primary for single consoles: automatically installs the Console and database utility
program at the default location [SystemFileFolder]\Toshiba\CTX Attendant and
[SystemFileFolder]\Toshiba\CTX Attendant Database.
•Secondary installs the Console program to the target machine without the directory
database utility. The Secondary Consoles can use the directory database installed on the
Primary Console. The directory database contains the list of individuals/departments whose
calls are handled by the Attendant.
6. Press Enter to select the default destination folder or browse and select a different folder. Back
returns to the previous page. Cancel cancels the installation process.
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Installation
Step 5: First Time Installation
12 Strata CTX Attendant Console Installation 03/03
7. Click Next to start installation of your choice. Follow the instructions below for the Setup type
that you have chosen:
Setup type Primary: The Primary setup installation automatically installs the “CTX Attendant
Data Base Utility”and creates the directory database as if it were a first time installation.
During this process, the MSDE V1.0 (SQL 7) component is automatically installed by the
installer if it did not exist in the target PC. If a higher version is detected (MSDE V2.0 –
SQL2000) the installer prompts the following:
Setup type Secondary: During the Secondary Type installation, when you are prompted to
configure the Database Link Properties, click on the Connection tab (see below).
•In the box “Select or enter a server name,”
enter the name of CTX Attendant database PC.
This is required even if the CTX Attendant
Consoleand CTX Attendant database share the
same machine.
•User Name and password is default set
•Database name: “pcatt”is automatically shown
as the proper server name.
•Test Connection button: press to ensure the
connection is established. A message box “Test
connection succeeded”should appear less than
30 seconds.
If this message does not appear, the connection
to the shared database has failed. If so, the
CTX Attendant will not run –contact
Technical Support.
•Click OK to continue installing with the
modified Data Link Properties
...or click Cancel to proceed installing without the modification.
Wait for the installation to finish.
8. To complete the installation, you need to verify the TSP Configuration Data, which requires
restarting your PC. From the InstallShield Wizard Complete screen, select Yes to restart or No
to Restart later, click Finish.
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