strata messaging system installation and configuration

Telecommunication Systems Division

Strata Messaging SystemInstallation and Configuration

V10.5.20Title Page

®

September 2010

Publication Information

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

Publication InformationToshiba 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.

INS-0001-001-EVersion 2, Sept., 2010

Our mission to publish accurate, complete and user accessible documentation. At the time of printing the information in this document was as accurate and current as was reasonably possible. However, in the time required to print and distribute this manual additions, corrections or other changes may have been made. To view the latest version of this or other documents please refer to the Toshiba FYI web site.

Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document.

THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE, WHETHER EXPRESSED OR IMPLIED. THE SPECIFICATIONS AND INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE. ACTUAL PERFORMANCE MAY VARY BASED ON INDIVIDUAL CONFIGURATIONS, USE OF COLLATERAL EQUIPMENT, OR OTHER FACTORS.

© Copyright 2009, 2010This document is copyrighted by Toshiba America Information Systems, Inc. with all rights reserved. Under the copyright laws, this document cannot be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, without prior written permission of Toshiba. No patent liability is assumed, however, with respect to the use of the information contained herein.

TrademarksToshiba, CIX, eManager, Strata, Strata Net, are Registered trademarks of Toshiba Corporation or Toshiba America Information Systems, Inc.Mozilla and Firefox are registered trademarks of Mozilla FoundationApple and Safari are registered trademarks of Apple Inc.Windows and Internet Explorer are registered trademarks of MicrosoftAudioCodes is a registered trademark of Audiocodes, Ltd.

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

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

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)Telecommunication Systems Division License Agreement

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

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

2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary notices contained in or on the Software. The Software is protected under US patent, copyright, trade secret, and/or other proprietary laws, as well as international treaties. Any transfer, use, or copying of the software in violation of the License Agreement constitutes copyright infringement. You are hereby on notice that any transfer, use, or copying of the Software in violation of this License Agreement constitutes a willful infringement of copyright.

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

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

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

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

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

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

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

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

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

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

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

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

DSD 020905

5932

T

Toshiba America Information Systems, Inc.Telecommunication Systems Division

End-User Limited Warranty

Toshiba America Information Systems, Inc., (“TAIS”) warrants that this telephone equipment manufactured by Toshiba (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, except as otherwise provided by TAIS in the TAIS warranty accompanying the products or posted on TAIS’s website. Products which are not manufactured by Toshiba but are purchased from Toshiba, will be subject to the warranty provisions provided by the equipment manufacturer, unless TAIS notifies the end-user of any additional warranty provisions in writing.

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 miss-ing, 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 of such defective or missing parts as are causing the malfunc-tion by TAIS or its authorized dealer with new or refurbished parts (at their option). If TAIS or one of its autho-rized dealers does not replace or repair such parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the 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 circum-stances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.

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

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

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modifi-cation or extension is effective unless it is in writing and signed by the Vice President and General Manager, Tele-communication Systems Division.

WARRANTIES FOR NON-TOSHIBA BRANDED THIRD PARTY PRODUCTS

A valuable element of Toshiba’s product strategy is to offer our customers a complete product portfolio. To provide this value to our customers at the most optimal prices, we offer both Toshiba-branded and third-party manufactured products that support our Toshiba Strata CIX product portfolio. Similar to other resellers of software, hardware and peripherals, these third-party manufactured products carry warranties independent of our Toshiba limited warranty provided with our Toshiba-branded products. Customers should note that third-party manufacturer warranties vary from product to product and are covered by the warranties provided through the original manufacturer and passed on intact to the purchaser by Toshiba. Customers should consult their product documentation for third-party warranty information specific to third-party products. More information may also be available in some cases from the manufacturer’s public website.

While Toshiba offers a wide selection of software, hardware and peripheral products, we do not specifically test or guarantee that the third-party products we offer work under every configuration with any or all of the various models of the Toshiba Strata CIX. Toshiba does not endorse, warrant nor assume any liability in connection with such third party products or services. If you have questions about compatibility, we recommend and encourage you to contact the third-party software, hardware and peripheral product manufacturer directly.

Contents

Chapter 1 – Introduction and Quick StartINTRODUCTION ............................................................................................................................... 1-1CONFIGURATION QUICK START ................................................................................................... 1-1

Strata CIX ................................................................................................................................... 1-1Default IP Configuration ............................................................................................................. 1-1Login to Strata Messaging .......................................................................................................... 1-1Strata Messaging IP Address ..................................................................................................... 1-2Registry Parameters ................................................................................................................... 1-3xIPU IP Address ......................................................................................................................... 1-3Voice Ports ................................................................................................................................. 1-4

COMMAND LINE ENTRIES .............................................................................................................. 1-5Restart Strata Messaging ........................................................................................................... 1-5

FIRST-TIME USER SETUP .............................................................................................................. 1-7System Prompts ......................................................................................................................... 1-7

Chapter 2 – System Administrator OverviewMAILBOX vs. EXTENSION ............................................................................................................... 2-1USING the AUTOMATED ATTENDANT ........................................................................................... 2-2SUPERVISED vs. UNSUPERVISED CALLS (Blind Transfer) .......................................................... 2-2Directory Tree ................................................................................................................................... 2-3

Chapter 3 – InstallationSTRATA MESSAGING SYSTEM INSTALLATION ........................................................................... 3-1CABINET LOCATION ....................................................................................................................... 3-1

Wall Mount .................................................................................................................................. 3-2CHECKING POWER CABLING ........................................................................................................ 3-3CONNECTION to STRATA CIX SYSTEM ........................................................................................ 3-3STRATA CIX DATABASE CONSIDERATIONS ............................................................................... 3-3STRATA CIX SYSTEM SETUP ........................................................................................................ 3-3STRATA CIX SYSTEM CONFIGURATION ...................................................................................... 3-4

Activating the System ................................................................................................................. 3-6Installation Quick Steps .............................................................................................................. 3-6Installation Checklist ................................................................................................................... 3-6

HARDWARE REQUIREMENTS for FAX .......................................................................................... 3-7

Chapter 4 – System AdministrationADMINISTRATION TOOLS .............................................................................................................. 4-1

Connecting to Strata Messaging ................................................................................................ 4-1FTP Access ....................................................................................................................................... 4-1

Chapter 5 – smadminACCESS ........................................................................................................................................... 5-1

Log In .......................................................................................................................................... 5-2

Strata Messaging May, 2010 TOSHIBA i

Log Out ....................................................................................................................................... 5-2LOGIN TO SMADMIN ....................................................................................................................... 5-2SMADMIN OPTIONS ........................................................................................................................ 5-2SET DATE/TIME - CHANGE TIME ZONE ........................................................................................ 5-3START/STOP STRATA MESSAGING SERVICES .......................................................................... 5-3

Services Startup Mode ............................................................................................................... 5-4BASIC NETWORK CONFIGURATION ............................................................................................. 5-4SYSTEM BACKUP AND RESTORE ................................................................................................. 5-4

Manual Backup ........................................................................................................................... 5-4Backup to an FTP Site ................................................................................................................ 5-5Backup to a Different Directory ................................................................................................... 5-5Restoring from a Backup File ..................................................................................................... 5-5

SYSTEM MONITOR ......................................................................................................................... 5-6KEY INFORMATION ......................................................................................................................... 5-6VERIFY INSTALLATION ................................................................................................................... 5-6SHUTDOWN SYSTEM ..................................................................................................................... 5-6EXTRA STUFF .................................................................................................................................. 5-6IMPORT/EXPORT CONFIGURATION ............................................................................................. 5-6PROMPT CONVERSION .................................................................................................................. 5-7RECREATE ADMINISTRATOR MAILBOX ....................................................................................... 5-7NTP CLIENT SETUP ........................................................................................................................ 5-7CONFIGURE WEB CONTROLLER PORT ....................................................................................... 5-8CHANGE REGISTRY KEY ............................................................................................................... 5-8

Chapter 6 – Web ControllerWEB CONTROLLER ........................................................................................................................ 6-1

Navigating the System ................................................................................................................ 6-1BASIC NETWORK CONFIGURATION ............................................................................................. 6-2START/STOP SERVICES ................................................................................................................ 6-2

SMTP .......................................................................................................................................... 6-2

Chapter 7 – MailboxesFinding a Mailbox .............................................................................................................................. 7-2Creating a Mailbox ............................................................................................................................ 7-2

Adding a single mailbox .............................................................................................................. 7-2Adding multiple mailboxes .......................................................................................................... 7-2Clear Mailboxes .......................................................................................................................... 7-2Clear messages .......................................................................................................................... 7-2Reset mailbox ............................................................................................................................. 7-3

Mailbox Fields ................................................................................................................................... 7-3CID Routing Table ............................................................................................................................. 7-8Conversion Table ............................................................................................................................ 7-10

Conversion Table ..................................................................................................................... 7-11Message Notification ....................................................................................................................... 7-12EMAIL SETTINGS .......................................................................................................................... 7-17

Permissions .............................................................................................................................. 7-18Setting up the Email client for POP3 ........................................................................................ 7-18Setting up the Email Client for IMAP ........................................................................................ 7-19Permanently Deleting Messages Using IMAP .......................................................................... 7-19Text-to-Speech ......................................................................................................................... 7-19

EMAIL ACCOUNTS ........................................................................................................................ 7-19 FORWARDING OPTIONS ............................................................................................................. 7-21GROUPS ......................................................................................................................................... 7-23

ii TOSHIBA Strata Messaging May, 2010

Cascading Messages ............................................................................................................... 7-25PIN .................................................................................................................................................. 7-27PERSONAL SCHEDULE ................................................................................................................ 7-27

Chapter 8 – DepartmentAUTOMATED ATTENDANT ............................................................................................................. 8-1

Automated Attendant Greetings ................................................................................................. 8-1CREATING A DEPARTMENT .......................................................................................................... 8-1

Properties ................................................................................................................................... 8-2Deleting a Department ................................................................................................................ 8-2Using a Script Instead of Automated Attendant .......................................................................... 8-2Language .................................................................................................................................... 8-3Directory Mode ........................................................................................................................... 8-3Special Keys ............................................................................................................................... 8-4Conversion Table ....................................................................................................................... 8-6

CID ROUTING .................................................................................................................................. 8-7WORKING HOURS ........................................................................................................................... 8-7DIRECTORY ASSISTANCE ............................................................................................................. 8-8SCHEDULE ....................................................................................................................................... 8-8

Chapter 9 – Class of ServiceCREATING a NEW CLASS of SERVICE .......................................................................................... 9-1DELETING a CLASS of SERVICE .................................................................................................... 9-1

Personal Options ........................................................................................................................ 9-1Messages ................................................................................................................................... 9-2Incoming Calls ............................................................................................................................ 9-3Transfer Supervision .................................................................................................................. 9-4Ringer MWI ................................................................................................................................. 9-4

Chapter 10 – Site ParametersGeneral ........................................................................................................................................... 10-1SETTINGS ...................................................................................................................................... 10-2

Special Keys ............................................................................................................................. 10-2Security ..................................................................................................................................... 10-2Greeting Hours ......................................................................................................................... 10-3Call Out Retries ........................................................................................................................ 10-3System Parameters .................................................................................................................. 10-3Call Queuing ............................................................................................................................. 10-4HouseKeeping .......................................................................................................................... 10-4Run Backup .............................................................................................................................. 10-5

GLOBAL CID ROUTING ................................................................................................................. 10-5HOLIDAYS ...................................................................................................................................... 10-6PA SETTINGS ................................................................................................................................ 10-7GLOBAL GROUPS ......................................................................................................................... 10-7NET MAPPING ............................................................................................................................... 10-8

Strata Messaging Networking ................................................................................................... 10-8IMPORT DATA FROM FILE ........................................................................................................... 10-8

Import File Format .................................................................................................................... 10-8MAILBOX MAPPING ....................................................................................................................... 10-9

Using the Wild Card .................................................................................................................. 10-9TIME TABLE ................................................................................................................................. 10-10

Date Range ............................................................................................................................ 10-10Day of Week ........................................................................................................................... 10-10

Strata Messaging May, 2010 TOSHIBA iii

Day of Month .......................................................................................................................... 10-11ALERTS ........................................................................................................................................ 10-11

Administration ......................................................................................................................... 10-12Channel Alerts ........................................................................................................................ 10-12Maximum Disk Usage Alerts .................................................................................................. 10-12Database errors ...................................................................................................................... 10-12

Chapter 11 – Strata CIX InterfaceSTRATA MESSAGING SIP INTEGRATION ................................................................................... 11-1Parameters ...................................................................................................................................... 11-1

Transfers .................................................................................................................................. 11-2Timers ....................................................................................................................................... 11-3Disconnect Detection ................................................................................................................ 11-3Conference Sequence .............................................................................................................. 11-3

TRUNKS ......................................................................................................................................... 11-4PORT DEFINITION ......................................................................................................................... 11-4

Chapter 12 – Voice PromptsSETTING UP VOICE PROMPTS .................................................................................................... 12-1

General Company Prompts ...................................................................................................... 12-1

Chapter 13 – ScriptsOVERVIEW ..................................................................................................................................... 13-1CREATING A SCRIPT .................................................................................................................... 13-1RECORDING A SCRIPT VOICE FILE ............................................................................................ 13-2SCRIPT EXAMPLES ....................................................................................................................... 13-8FAX FUNCTION DESCRIPTIONS ................................................................................................ 13-10

Choose Doc ............................................................................................................................ 13-10Get Phone No ......................................................................................................................... 13-10Trans. Fax .............................................................................................................................. 13-10

Chapter 14 – System Reporting ToolREPORTS ....................................................................................................................................... 14-1

Full Report ................................................................................................................................ 14-1Mailbox List ............................................................................................................................... 14-1System Group List .................................................................................................................... 14-1Mailbox Usage By Date ............................................................................................................ 14-1Mailbox Usage Daily ................................................................................................................. 14-1Port Stats .................................................................................................................................. 14-2System Statistics ...................................................................................................................... 14-2System Hourly Statistics ........................................................................................................... 14-2Outbound Calls ......................................................................................................................... 14-2Messages by Mailbox ............................................................................................................... 14-2Unattended Mailbox .................................................................................................................. 14-2UM Users .................................................................................................................................. 14-2Script Logging Report ............................................................................................................... 14-2Expired Passwords ................................................................................................................... 14-2

Chapter 15 – FaxFAX MAIL SYSTEM ........................................................................................................................ 15-1FAX FEATURE DESCRIPTION ...................................................................................................... 15-1

Fax Mail .................................................................................................................................... 15-1Fax-on-Demand ........................................................................................................................ 15-2

iv TOSHIBA Strata Messaging May, 2010

SOFTWARE REQUIREMENTS for FAX ......................................................................................... 15-2HARDWARE REQUIREMENTS for FAX ........................................................................................ 15-2FAX PART NUMBERS .................................................................................................................... 15-3NETWORK CONFIGURATION for FAX ......................................................................................... 15-3FAX INSTALLATION ....................................................................................................................... 15-3CIX PROGRAMMING ..................................................................................................................... 15-3STRATA MESSAGING PROGRAMMING ...................................................................................... 15-6

Retrieving Faxes ....................................................................................................................... 15-8FAX ON DEMAND .......................................................................................................................... 15-8FAX-ON-DEMAND SCRIPT FUNCTIONS ...................................................................................... 15-9

Script Functions ........................................................................................................................ 15-9Get Phone No ........................................................................................................................... 15-9Trans. Fax ................................................................................................................................ 15-9

FAX CONTACTS .......................................................................................................................... 15-11FAX LOG ....................................................................................................................................... 15-11FAX QUEUE ................................................................................................................................. 15-11AUDIOCODES INSTALLATION ................................................................................................... 15-13LOAD AUDIOCODES TEMPLATE ............................................................................................... 15-13CONFIGURE THE AUDIOCODES FAX GATEWAY .................................................................... 15-14CLIENT INSTALLATION ............................................................................................................... 15-18FAX PRINTER DRIVER ................................................................................................................ 15-18FAX PRINTER DRIVER CONFIGURATION ................................................................................. 15-18WEB CONTROLLER MAILBOX FAX OPTIONS .......................................................................... 15-19

Fax Settings ............................................................................................................................ 15-19Incoming Faxes ...................................................................................................................... 15-19Fax Confirmation .................................................................................................................... 15-19Auto Print ................................................................................................................................ 15-20Fax Contacts .......................................................................................................................... 15-20Fax Log ................................................................................................................................... 15-20Fax Queue .............................................................................................................................. 15-20Cover Information ................................................................................................................... 15-20Fax Confirmation .................................................................................................................... 15-20

AUTO PRINT ................................................................................................................................ 15-20AUTOPRINT SERVICE ................................................................................................................. 15-21

AutoPrint on Windows Vista and Windows 7 .......................................................................... 15-21Printer Configuration ............................................................................................................... 15-23

Chapter 16 – UtilitiesLICENSE INFORMATION ............................................................................................................... 16-1LICENSE – ACTIVATION AND UPGRADE .................................................................................... 16-2CREATE ROLES ............................................................................................................................ 16-3QUICK GLANCE ............................................................................................................................. 16-3SEARCH ......................................................................................................................................... 16-4SYSTEM MONITOR ....................................................................................................................... 16-4MAILBOX STATUS ......................................................................................................................... 16-4SWAP/TRANSFER ......................................................................................................................... 16-5EMAIL MESSAGES ........................................................................................................................ 16-5PUSH MAILBOX ............................................................................................................................. 16-5ALERTS .......................................................................................................................................... 16-5

Administration ........................................................................................................................... 16-5Channel Alerts .......................................................................................................................... 16-6Maximum Disk Usage Alerts .................................................................................................... 16-6Database errors ........................................................................................................................ 16-6

Strata Messaging May, 2010 TOSHIBA v

Chapter 17 – Security SettingsMySystem.txt ............................................................................................................................ 17-1

AppendixCross Reference Table .................................................................................................................... A-2UPDATE SOFTWARE ..................................................................................................................... A-3

vi TOSHIBA Strata Messaging May, 2010

Chapter 1 – Introduction and Quick Start

INTRODUCTION The purpose of this manual is to provide a comprehensive explanation of the procedures to install, operate and administer Strata Messaging voice processing system. Additionally, this manual describes Strata Messaging features and provides the user with a step-by-step explanation of how to utilize these features.

Functioning as an administrator’s guide, this document serves as a reference tool by providing access to important system information. Also included for easy reference are troubleshooting tips and a glossary of Strata Messaging system terminology.

This chapter has two sections:

• System Configuration Quick Start

• First-Time User Setup

CONFIGURATION QUICK START

This section is intended as a summary of the Strata Messaging system basic configuration. Other chapters in this manual provide detail procedures and information for the setup, programming and administration of the Strata Messaging system.

Strata CIX Create the interface stations, these are SIP stations with the station TYPE set to VM SIP. Refer to Table Table 3-1: on page Chapter 3 – 4.

Default IPConfiguration

The table below shows the Strata Messaging default IP configuration information.

Login to StrataMessaging

1. To change these parameters connect to the Strata Messaging system launch an internet browser then, enter the default IP address of the system; http://192.168.254.252 in address line.

Strata Messaging

IP Address 192.168.254.252

Netmask 255.255.255.0

Default Gateway 192.168.254.1

Hostname TOSHIBA

Host CIX (SMDI) IP Address 192.168.254.253

xIPU IP Address 192.168.254.200

Strata Messaging May, 2010 TOSHIBA 1-1

Introduction and Quick Start CONFIGURATION QUICK START

2. Login with the administrator mailbox (Default 100) and password (Default Password is 0000), then click on Enter System.

The System Administration main menu will display.

Strata Messaging IPAddress

3. To change the system IP Address, Netmask, Default Gateway or Host Name click on Registry/IP Address.

Note: If the Hostname is defined the Name Server field must be defined. If not changes to this table will not save.

4. After making changes click on the Apply Changes button then, click on the Restart Network button.

5. After the system resets, login and license the system. The license string is obtained from Toshiba’s FYI website. Refer to See “LICENSE INFORMATION” on page Chapter 16 –1.

1-2 TOSHIBA Strata Messaging May, 2010

CONFIGURATION QUICK START Introduction and Quick Start

Registry Parameters 6. To change the Strata CIX system IP address click on Registry/Parameters.

7. Enter the IP address of the Strata CIX system processor card.

xIPU IP Address 8. To change the xIPU IP address click on Registry/VOIP.

9. Enter the IP address of the xIPU card assigned to the Strata Messaging system.

Save icon


Introduction and Quick Start CONFIGURATION QUICK START

10. The extensions must also be entered on this screen.

Note: The colon (:) is required between the values.

Voice Ports 11. Configure Voice Ports select PBX/Port Definition. Enter the voice mail SIP port extension numbers. Refer to the example below, extensions 221 ~ 228 have been entered.

12. When the extension have been entered select Registry/VOIP.

13. Go to “COMMAND LINE ENTRIES” on Page 5 to restart the system.


COMMAND LINE ENTRIES Introduction and Quick Start

COMMAND LINE ENTRIES Some of the system administration and configuration tasks must be done as command line entries. Please refer to Chapter 5 – smadmin for more information. Connect from any computer with a network connection the Strata Messaging system using an SSH client such as PuTTY, or connect a monitor and keyboard directly to the Strata Messaging system

Restart StrataMessaging

After making the necessary changes restart the system to register the SIP extensions with the CIX.

1. Connect with the PuTTY (an SSH client).

2. Click Open

3. At the login prompt enter the following:

Login as toshiba (case sensitive)

Password toshiba (case sensitive)

The [toshiba@TOSHIBA ~]$ command prompt displays

4. Type smadmin to access the Toshiba Basic Administrator Program

5. Type toshiba as the Administrator password (case sensitive).

6. The Main Menu will open.

7. Select option 9 - Shutdown System.


Introduction and Quick Start COMMAND LINE ENTRIES

8. Type Y to proceed.

9. Select option 2 - Reboot

To view the shutdown / startup sequence you must have a monitor connected to the VGA connector of the Strata Messaging system.

When the Strata Messaging system has completed booting when the following prompt appears: TOSHIBA Login as:


FIRST-TIME USER SETUP Introduction and Quick Start

FIRST-TIME USER SETUP Upon entering the mailbox as a mailbox user for the first time, Strata Messaging greets the mailbox user with a setup sequence. The mailbox user is prompted to record a name, personal greeting and private password. Upon completion of the setup, the mailbox user's menu is played.

System Prompts Strata Messaging communicates to mailbox users and outside callers via prompts. These prompts outline a caller's choices at any given point or give helpful explanations about the system. As mailbox users become more familiar with the system, they know which keys to press without hearing the entire prompt. Strata Messaging system allows an experienced user to press the correct key and interrupt the prompt. It is possible to “key ahead,” i.e., enter several commands very quickly without waiting for the system to respond with prompts.

Example: when the system first answers, a mailbox user may enter #, their mailbox number and password to advance to the mailbox user's menu.

No Response From theUser

The system is designed to respond when any of the 12 keys on a touch tone phone's keypad is pressed. If no key is pressed in response to a prompt, the system assumes the user is uncertain about the correct entry and offers assistance. If there is still no response, the system will politely disconnect. This scenario occurs only after the system has detected DTMF (dual-tone multi-frequency signaling) during the call, and knows the caller has a touch tone phone. If DTMF is not detected by Strata Messaging at the opening greeting point, Strata Messaging will transfer the call to the No response Operator that has been designated in the Departments menu.

Too Many Errors The system counts the number of errors (incorrect key entries) that a user makes while interacting with a menu. If the number of errors reaches the pre-designated number (usually 3), the caller is politely disconnected. Typical errors include entries of invalid extension numbers, passwords, date and time entries, etc.

Allowable Time BetweenKey Entries

There are numerous places within the system where multi-digit entries must be made: mailbox numbers; group list numbers; phone numbers and time entry. The system is expecting a string of a pre-determined digit length. Strata Messaging waits a few seconds between a digit entry, and upon receiving no additional digits within the allowable time, it assumes that the entry was complete. Strata Messaging then responds based on the digits received.

Example: when entering mailbox 123 as a destination, if the pause is too long a pause between 2 and 3, the system would interpret the number entered as 12, not 123. To define the length of time allowed between digit entries, use the system time out field. Go to Site>Settings>System Parameters>System Timeout field.

Using the # Key The # key can be pressed to terminate an entry. Though the system has built-in timers that identify an end of a multi digit entry by a pre-determined pause, a user can shorten the response time by pressing the # key, such as when quickly entering a phone number.


Introduction and Quick Start FIRST-TIME USER SETUP

Using the * Key There are several uses for the * key:

• Instant recording: Throughout the user interface, a series of prompts or greetings typically precede a recording. By pressing the * key, the prompt or greeting is interrupted and the pre-recording tone will sound. This occurs whether it is prior to leaving a message in a mailbox as an outside caller, leaving an internal message, recording a name, or a personal greeting.

• Cancel action: Many of the menu choices within the system include an option to cancel the user's selection by pressing the * key.

• Move to previous menu: In all of the mailbox user interface menus, pressing the * key will result in returning to the previous menu.


Chapter 2 – System Administrator Overview

Toshiba’s Strata Messaging is a comprehensive voice processing application platform that serves as an adjunct to the telephone system by providing the user with a host of features and configuration options. Strata Messaging connects to the Strata CIX system through SIP stations, and is administered either locally or remotely, using TCP/IP interface.

While there are many configuration possibilities that allow the user to customize the system to a variety of telephone systems and site configurations, the common installation can be achieved with relatively few changes. For your convenience, a pre-defined library of PBX’s is included in Strata Messaging System Administration, so that during the installation process you can simply select the type of PBX to which your Strata Messaging will be connected. This chapter provides an overview of basic system features for administrators and end-users. An explanation of frequently used terms is addressed also.

MAILBOX vs. EXTENSION Note: It is important to remember that Strata Messaging system works through mailboxes, not extension numbers. It is the mailbox that drives the system.

Mailbox numbers are used to store voice mail, email and fax messages, and to execute almost all operations within the system. The extension is secondary to the system. When creating mailbox numbers, the administrator can choose to assign the same mailbox number as the user’s extension number, provided the mailbox number conforms to Strata Messaging numbering conventions.

Example: mailbox numbers cannot be accessed by the automated attendant if they lead with the numbers 9 or 0, or the same number as your designated language button (7 for English). The mailbox is password-protected to provide the user with a secure means for accessing messages.

In addition to the previously mentioned capabilities, the mailbox also controls an incoming caller’s access to the end-user, transfers a call internally, accepts messages, enables the “follow me” feature, routes a caller to another user, and more. The extension is simply a telephone number off of a PBX that offers one way to reach the user.


System Administrator Overview USING the AUTOMATED ATTENDANT

USING the AUTOMATED ATTENDANT

The Automated Attendant is a Strata Messaging system feature that routes incoming calls to the appropriate PBX system extension without operator assistance. One of the benefits of Automated Attendant is that it eliminates the bottleneck of calls at the operator's console, particularly during peak hours, and allows callers to reach their desired destination quickly. If a caller is not familiar with the PBX system's extension number, the Automated Attendant offers the caller the option of accessing a Directory Assistance function. The function prompts the caller to dial a number up to 9 digits that corresponds to the letters in the party's name. The system then performs a lookup and announces the available options.

SUPERVISED vs. UNSUPERVISED CALLS (Blind Transfer)

Strata Messaging, just like a human operator, needs to know if the designated party answered a transferred call, or if the system should take a message for this party. When using the auto attendant to transfer calls to extensions, you have several methods by which to complete a transfer.

An Unsupervised call, commonly referred to as a Blind Transfer, is the standard mode. It gives responsibility to the PBX to handle the call. In a blind transfer, Strata Messaging dials the extension number and hangs up; just like a manual transfer using a single line phone. At this point, Strata Messaging doesn’t know the result of the call. It is the PBX’s responsibility to send the call back to Strata Messaging with information regarding the result of the call.

Strata Messaging system can be programmed to perform a supervised transfer, also known as a Screened Transfer. In this mode, Strata Messaging dials the extension number but does not hang up. Instead, it waits for signals from the phone system – a busy signal, ring back (no answer signal) or a connected call (pickup). This process is called CPM (Call Progress Monitoring). If the call is not answered, or the line is busy, Strata Messaging will reconnect the caller and offer to take a message. During the entire process of a Supervised Transfer the transferring port on Strata Messaging is occupied and cannot receive new calls, hence a blind transfer uses fewer resources, is much quicker, and allows the system to handle more calls.

Note: As a general rule, if the PBX has call forwarding, do not use the Supervised Transfer mode on your system, as this ties up your voicemail resources unnecessarily.

A third option is Partial Supervision. In this mode, the system transfers the call and if it receives a busy signal the call is retrieved. If the system receives a ringing tone, it will abandon the call.

Note: More on creating mailboxes, call handling options and other Strata Messaging programming options in Chapter 7–Mailboxes.


Directory Tree System Administrator Overview

Directory Tree Refer to the following directory tree to identify file types in Strata Messaging system.

/usr/Sm/bin - executable files

/usr/Sm/vox - voice files eng.vox, xxx.eng

/usr/Sm/vmdat - pbx + site data

/usr/Sm/mailbox/rpt - report files

/usr/Sm/mailbox - mailbox greetings

/usr/Sm/messages - incoming messages


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Chapter 3 – Installation

This chapter provides a detailed explanation of system requirements, Strata CIX database requirements and step-by-step instructions for getting your Strata Messaging system up and running.

STRATA MESSAGING SYSTEM INSTALLATION

Note: Inspect the shipping carton for signs of damage. The carrier is responsible for any damage caused during shipment and should provide the distributor with information needed to file a damage report. Once the claim has been filed, the item or items will then be repaired or replaced.

1. Carefully open each carton and remove the contents. Check the equipment against the packing slip to confirm that all parts have been received. Notify the distributor and the shipper if any items are missing from the shipment. Carefully inspect each item for damage.

2. Connect the monitor and keyboard (optional).

3. Be sure the AC power to Strata Messaging is a nominal 115 VAC. Refer to the physical specifications table below. Plug in the power cord.

4. Create the extensions in the telephone system database and connect the IP network cable.

CABINET LOCATION The Strata Messaging system runs on a Lunix Unified Communication Appliance (LUCA)..

The LUCA should be installed in an air-conditioned room with sufficient ventilation. The product is designed to operate in a temperature range of 32° ~ 104° F (0° ~ 40° C).

The LUCA chassis can be placed on a flat surface, or wall mounted using the optional wall mount plate (P/N: LUCA-WALL MOUNT). The unit should be powered by an Uninterruptible Power Supply (UPS) with surge protection capability. A UPS with a rating of 1000 Volt Amperes is recommended. The UPS

Front

Rear


Installation CABINET LOCATION

should be able to power the unit for approximately 30 minutes during a power outage.

The LUCA chassis physical specifications are:

Wall Mount The LUCA cabinet can be wall mounted using the optional wall mount bracket. The cabinet can be wall mounted vertically or horizontally.

Wall mount bracket procedure.

1. Secure the larger plate to the bottom of the LUCA chassis.

2. Attach the smaller plate to the wall. Orient the wall plate with the two side tabs at the bottom and the center tab at the top.

3. Align the slots in the plate on the cabinet with the tabs on the wall bracket. Put the cabinet on the bracket and allow it to move down

Dimensions 3 in. (76 mm) H x 12 in. (305 mm) W x 8.5 in. (267 mm) D

Weight 9 pounds (4.08 kg)

Input Power90 ~ 265 VAC , 47 ~ 63 Hz(4.0 A at 115 VAC, 60 Hz, 2.0 A at 230 VAC, 60 Hz)


CHECKING POWER CABLING Installation

about an eight of an inch (~3 mm).

Note: Hold the cabinet in place.

4. Secure the cabinet with the included screw as shown.

CHECKING POWER CABLING

Before installing Strata Messaging, inspect all wiring and electrical outlets for proper grounding and voltage. Be sure the third wire power ground connects to the building input transformer or driven ground rod. Voltage measurements between the black wire (measured from the smaller of the two slots on an outlet) and third wire ground should equal 117 VAC ± 10%.

In areas where electrical storms pose a danger, install a transient AC protection device in the power lines. This is particularly important where power is provided by outside overhead lines. Install a transient AC protection device if the system is installed in a manufacturing area where motor driven machinery, compressors, pumps, elevators, or other periodically operating units are installed.

Protect the equipment against accumulated static electricity, which can damage sensitive electronic circuitry in the cabinet. If the site is at high altitude or in a dry climate, humidifying the area may be necessary to correct static electricity problems.

CONNECTION to STRATA CIX SYSTEM

The Strata Messaging appliance connects to the Strata CIX system xIPU card via a single IP connection to the LAN. The Strata Messaging and the Strata CIX system must be on the same subnet.

Note: More information on integration can be found in Chapter 11–Strata CIX Interface.

STRATA CIX DATABASE CONSIDERATIONS

The ports are programmed in the Strata CIX database as SIP Voicemail stations.

The class of service for Strata Messaging extension numbers should include trunk access for out dials, the ability to flash, and the ability to be a target for forwarded calls. The pilot number of the hunt group contains as its members all the extension numbers assigned to Strata Messaging system. A mailbox user dials the pilot number of the hunt group to access the system. A rotary or circular hunt group allows the telephone system to evenly distribute calls to all Strata Messaging system ports.

STRATA CIX SYSTEM SETUP

Before you begin integrating Strata Messaging with the Strata CIX, perform the following steps:

1. Verify the number of ports defined for voicemail. Each SIP Voicemail port requires an IP endpoint license.

2. Program the SIP Voicemail extensions to accommodate voice mail.

3. Dedicate the ports to a group. This group will be designated as a voice mail group.


Installation STRATA CIX SYSTEM CONFIGURATION

STRATA CIX SYSTEM CONFIGURATION

The table below outlines the Strata CIX database setup for Strata Messaging.

Table 3-1: Strata CIX Database Configuration for Strata Messaging

System > Card Assignment

Assign MIPU to Cabinet/Slot

IP-Telephony > L/M/G IPU Configuration

FB00 Cabinet & Slot Number Set the Cab/Slot for the MIPU the VM ports will be assigned.

FB01 IP Address Set the IP Address of the MIPU

FB02 Subnet Address Set the Subnet Address of the MIPU

FB03 Default Gateway Address Set the Gateway Address of the MIPU

System > Flexible Access Codes - Program 102

Create Flexible Access Code #888

Assign as – Specified Caller Number Access Code

System > System Timers

FB08 CF No Answer Timer Define the System Call Forward NA timer (default = 20) For this class set for 12 sec (3 rings)

Station > Assignments (Basic)

Create SIP Station PDNS for VM Ports

Click on the Create button. In the Create box that opens select PRG 260: IPT_L or SIP or IP_VA/IP or IP_ATT or IP_VM or VM SIP. Enter all of the PDNs that will be assigned to VM. These should be consecutive numbers. (for example 501 - 504)

FB02 PDN Equipment Number Enter the Equip number of the MIPU that the VM ports will be assigned.

FB01 Type VM SIP

FB03 LAN Interface Number MIPU = 1

FB10 Name to Display Enter Voice Mail

FB15 Display DN Enter the pilot number of the VM Hunt Group

FB23 Service Tones Disable

FB24 Call Waiting Tone Disable

FB 53 Equipment Specific CallerID Enable

Station > Hunt Group (Group)

Create Hunt Group for VM Ports Select Create. Create Hunt Group 1.


STRATA CIX SYSTEM CONFIGURATION Installation

FB01 Hunt Method Distributed

FB02 Pilot Number Enter Pilot Number of Voice Mail (555)

FB04 Number to Display Enter Pilot Number of Voice Mail (555)

FB06 Multiple DN Hunt Disable

FB07 DHG Auto Campon Enable

Station > Hunt Group (Member)

Add VM PDNs to Hunt Group Add VM PDN's to Hunt Group 1. Must be added one at a time.

System > Sys Call Forward

Template 1 Set Busy NA to all Call Types in all Periods to Destination of the Pilot DN of VM (555)

Apply SysCF 1 to all stations

System > IO Device (IO Logical Device)

FB00 Logical Device No 300 SMDI #0

FB01 Device Connection LAN

Port Index No. 10

System > IO Device (LAN Device)

FB00 LAN Port Index No. Select 10

FB01 Protocol TCP

FB02 Application Type Client

FB03 Data Flow Asyncronization

FB05 Client IP IP Address of the VM

FB06‘ Client Port No. 5000

System > VM Data

FB04 Output of CLASS/ANI and DNIS Enable for Caller ID and ANI

FB09 Voice Mail Soft Keys Enable for Soft Keys

FB10 Central VM Callback Pilot DN of VM for Centrralized VM

FB16 Direct Call to VM Pilot DN of VM (555)

Table 3-1: Strata CIX Database Configuration for Strata Messaging (continued)


Installation STRATA CIX SYSTEM CONFIGURATION

Activating the System When the system is powered ON, the monitor displays the progress of the system start-up. The boot process may take about three minutes.

After the system is running, proceed with the initial setup of the system.

Installation QuickSteps

1. Make sure the Strata CIX system is configured to accommodate Strata Messaging.

2. Review Site Parameters and enter the appropriate information.

3. Enter Port Definition and configure the lines as needed.

4. Integrate Strata Messaging with the Strata CIX system.

5. If there are several departments in a particular installation, define them in the Department definition.

6. Set the classes of service according to the customer’s needs.

7. Open mailboxes.

Installation Checklist After completing the installation process, refer to the following checklist to verify proper installation:

System > VM Port Data

FB00 VM Port DN Select the first VM DN from list

FB01 Control Method SMDI

FB02 Send A/D Tone Disable

FB04 End to End Enable

Submit and copy to all VM Ports

Station>DN Setup>VMID Range

Type of DN Set VMID for PDNs

DN Range Define range of stations to assign VMID

Setup Method Copy PDN to VMID

Message Center 555

Station > Assignments (Basic)

FB12 System Call Forward 1

FB19 VMID Code Verify VMID is correct

FB22 VM MW Center Port Verify MW Center is defined as Pilot DN of VM (555)

Table 3-1: Strata CIX Database Configuration for Strata Messaging (continued)


HARDWARE REQUIREMENTS for FAX Installation

1. Confirm that the configuration of the system matches what was ordered. Use Web Controller to check the active ports.

2. Create a test mailbox.

3. Place a call to Strata Messaging and initialize the test mailbox.

4. Dial each port individually (override the Hunt group) and test the following:

• Record and send a message to the test mailbox.

• Review the message using all playback controls.

• Check that each port disconnects properly.

• Check transfer to operator by pressing 0 for an operator.

5. Verify Strata CIX system forwarding to Strata Messaging by dialing an extension that is forwarded to the system.

6. If the system is integrated, verify proper message waiting operation by sending a message to a mailbox user’s mailbox with a set telephone extension.

7. Dial Strata Messaging pilot number and be sure the hunt group can access all the extensions associated with the hunt group.

8. Turn off the power to Strata Messaging and turn it back on. Verify that Strata Messaging reboots. Verify the number of ports is correct. Verify that the time and date is correct.

HARDWARE REQUIREMENTS for FAX

Strata Messaging fax functionality requires the use of a SIP-FXO analog gateway to pass the fax transmissions to and from the system.

Refer to Chapter 15–Fax for detailed instructions.


Chapter 4 – System Administration

This chapter provides information for data and modem connection for administrators operating in a Windows® environment. It also provides administrators with instructions on network configuration.

System administration is done remotely using standard web based tools. You can connect to the system through a direct connect data cable, over an Intranet or the Internet, using a null modem cable or a standard modem.

ADMINISTRATION TOOLS There are basically two administration tools at your disposal:

• Strata Messaging Web Controller – A web-based administration interface to Strata Messaging used to administer users, site and Strata CIX system information.

• Standard FTP – Using standard FTP protocol, you can access files on Strata Messaging with any FTP program.

Connecting to StrataMessaging

The most efficient method to connect to Strata Messaging is using a data connection. You can either connect using a PC on the same network as Strata Messaging or create a direct PC-to-PC connection with a crossover data cable.

A data connection will ensure that TCP/IP protocol is running and will enable FTP, web browsing and telnet.

For a data connection, you will need to know the IP address and subnet mask of Strata Messaging.

FTP Access FTP (File Transfer Protocol) is an internet standard for transferring files between systems over IP protocol. In order to view the contents of Strata Messaging system as well as download or upload files to it, you will need FTP access.

When connected to Strata Messaging using a crossover cable, or over a network, open a browser window on your machine and type the following in the address (URL) line of the browser:

ftp://root@<host name or IP address>

Where <host name or IP address> is the name or IP address of the Strata Messaging machine.


System Administration FTP Access

For example using a browser: The default address of Strata Messaging being 192.168.254.252, you would enter:

ftp://[email protected]

You will then be prompted to enter your administrator password.

Default user name: root

Default password: toshiba

Now you have access to Strata Messaging directory and you can copy, paste and edit files by using standard Windows commands.

Note: FTP transfers must be set to Binary (bin), not the default ASCII.


Chapter 5 – smadmin

This chapter describes the utility used for the setup and administration of various parameters and support applications.

Most of these parameters can be configured using the Web Controller administration software that is used to program the Strata Messaging system. Parameters that can be configured using Web Controller are identified at the start of each description.

Toshiba recommends that you use this chapter only for the few parameters that are not included in the Web Controller administration, or use this as an alternative administration solution in the event that Web Controller is not available.

ACCESS You must use a secure shell (SSH) program to login to smadmin. The recommended SSH is PuTTY, available for download from:www.putty.nl/download.html

PuTTY is a free (MIT-licensed) Win32 Telnet and SSH client. It uses cryptography to protect your connection against eavesdropping, hijacking and other attacks.

Each server has a unique identifying code, called a _host key_. When you connect to a server for the first time, you will see a security alert message.

The server's host key is not cached in the registry. If you trust this host, hit Yes to add the key to PuTTY's cache and carry on connecting. If you want


http://www.putty.nl/download.html

http://www.putty.nl/download.html

smadmin LOGIN TO SMADMIN

to carry on connecting just once, without adding the key to the cache, hit No. If you do not trust this host, hit Cancel to abandon the connection.

This is a feature of the SSH protocol designed to protect you against a network attack known as spoofing: secretly redirecting your connection to a different computer.

PuTTY records the host key for each server you connect to in the Windows Registry. Every time you connect to a server, it checks that the host key presented by the server is the same host key as it was the last time you connected. If it is not, you will see a warning, and you will have the chance to abandon your connection before you type any private information (such as a password) into it.

Each time you connect to a server you have not connected to before or from a client you have not used PuTTY will show the warning shown above, and asks you whether you want to trust this host key or not.

Log In After you have connected, you will be asked to log in. Enter the Strata Messaging username and password. If you have enter the user name or password incorrectly you not have a chance to correct it after you press Enter. If you type your username or password incorrectly you must close PuTTY and start again.

Log Out When you have finished your session, log out of the Strata Messaging smadmin utility. When the server processes your logout command, the PuTTY window should close itself automatically.

LOGIN TO SMADMIN Login to using a secure shell.

1. Open (PuTTY) a secure shell program.

2. Toshiba recommends PuTTY, which can be downloaded from http://www.putty.nl/download.html

3. Enter the IP address of the Strata Messaging system.

4. A communication session will start and the prompt for user name and password will appear. Enter the user name and password (this entry is case sensitive).

5. The default user name is toshiba.

6. You will then be prompted for an administration password (default is toshiba). To exit, type exit twice or simply close the command line window.

SMADMIN OPTIONS The main administration menu is Strata Messaging Basic Administrator Program. There are 10 available options on this main menu:

• Start / Stop Services

• Clock Settings

• Date


SET DATE/TIME - CHANGE TIME ZONE smadmin

• Time

• Time Zone

• Change Registry Keys

• Basic Network Configuration

• System Maintenance

• Backup / Restore

• Change Backup Directory

• System Monitor

• Key Information

• Verify Installation

• Shutdown System

• Unix Shell

Note: While in the smadmin programPress ctrl+c or Q to exit to the Linux shell.

SET DATE/TIME - CHANGE TIME ZONE

To change the date and time or time zone on your Strata Messaging simply select these options and follow the directions.

START/STOP STRATA MESSAGING SERVICES

(Available in Web Controller) Each of Strata Messaging components is called a service. Refer to the Cross Reference Table in Appendix 2 of this manual for additional information about the entries made here. The services include:

Strata Messaging VM – The main voice processing server.

Strata Messaging IMAP – The IMAP server.

Strata Messaging POP – The POP server.

Strata Messaging TTS – POP3 Email synchronization Server.

Strata Messaging ESYNC – Email Synchronization.

Strata Messaging WEB – Web server which runs the Web Controller as well as other web-based components of the system.


smadmin BASIC NETWORK CONFIGURATION

Services Startup Mode Select option 1 from the smadmin options and you will get options to start and stop each of these services. You can use this when you need to reset any of the servers.

Note: Wait approximately 15 seconds after stopping a service before restarting it, to allow all the program components to shut down.

Option 8 will allow you to select the startup mode for each server – you can select manual or automatic. The default setting for voicemail, IMAP and web is automatic, which means the server will start to work upon startup of the system.

BASIC NETWORK CONFIGURATION

You can use smadmin to configure the IP address of Strata Messaging without any need for in depth knowledge of the Linux operating system. Select option 4 of smadmin main menu and provide the required network information (you will be offered an option to configure the first or seconds Ethernet adaptor - only applicable in servers with two Ethernet adaptors):

• The IP address for this server

• The Network subnet mask.

• The Gateway – through which the system can reach the public internet

• The Host name – by which you want to refer to this server

• The Domain Name Server (DNS) which is used to resolve internet addresses

After changing this information, you will be offered an option to restart the network interface. Make sure to note the changes to allow further access through IP to this machine. If you fail to connect after the network has restarted, you can resort to the local terminal login.

SYSTEM BACKUP AND RESTORE

Manual Backup To backup the system, select option 5 of the smadmin menu, followed by option 1. This will copy all the system files to a backup location (the default backup location is /usr/Sm/backup). Before backup, the system will notify you it is shutting down. After the backup is complete, you will have to manually restart the system services.

The backup data includes the following:

1. VERSION – contains the version of the Strata Messaging at the time of backup

2. KEYINFO – contains the license information at the time of backup

3. key.cf – the actual license file

4. vmdat.tgz – the system configuration files

5. vmuser.tgz – the Strata Messaging database, including mailboxes, departments, scripts, etc.

6. messages.tgz – the messages files

7. mailbox.tgz – the mailbox files (including names, greetings)

8. vox.tgz – the company auto attendant prompts. Refer to Chapter 12 ––Voice Prompts

9. DATE – the time and date of the backup


SYSTEM BACKUP AND RESTORE smadmin

Backup to an FTP Site The system can backup itself and send the data, using FTP transfer to a remote location for safekeeping. To configure the FTP transfer, you will need to select option 5 of smadmin as described above. It will then prompt you to enter the FTP parameters and will attempt to backup and send the data. Once this process is complete, the system will automatically perform the backup to FTP according to Site Parameters>Run Backup.

Steps for Backup and FTP 1. Select option 5 of smadmin – System Backup. The system will inform you that the services will be stopped.

2. The system will ask, ‘Do you want to copy backup with FTP’ – Answer Yes.

3. Enter FTP site – the IP address or the qualified name of the server.

4. Enter the file path on the server – the full path in which you want the data to be stored.

5. Enter the user name and password that allow access to the above path on the above FTP server. The system will show you the login and path. Next, the system will perform the backup and attempt to copy the file to the FTP site.

The system will ask, Do you want to copy the backup in to the Tape? If you have a tape backup mounted on the system, you can specify Yes.

Once this procedure is complete, the system will automatically repeat it in the housekeeping procedure. To change any of the FTP parameters, simply repeat this process.

The resulting file on the FTP site is called t3backup_latest.tgz. Every time the system performs a backup to the FTP site, it will move the t3backup_latest.tgz file to a sub-directory called rotation – and rename it to r1.tgz and rename the previous backup file to r2.tgz. Up to 4 backup files are stored in the rotation directory (r1.tgz, r2.tgz, r3.tgz and r4.tgz) in addition to t3backup_latest.tgz.

Backup to a DifferentDirectory

To save the data in a directory other than the standard backup directory, you can specify a path to a different directory (on the same disk or any other disk mounted on the system). Select option 3 under the extra stuff menu of smadmin (backup to a different directory). Enter the path to the required directory. Make sure the path exists before you enter it in smadmin.

This option will create a symbolic link from /usr/Sm/backup to the required directory, and all data will be stored there.

Restoring from aBackup File

The restore process will reinstate all the data from a backup file. It requires a fully installed system (including Operating System and Strata Messaging software files) of the same version as the backup files or later.


smadmin SYSTEM MONITOR

To restore a system from a backup file, select option 5 of smadmin menu, followed by option 2. This will allow you to restore a backup file stored on the local system or from an FTP site.

Select option 1 to restore from the local system or a tape drive, or option 2 to restore from an FTP site. You will then be notified that all data from the existing system will be erased (i.e. the restore process removes all the existing mailboxes and programming and replaces them with the backed up data).

Select option 2 to restore from an FTP site. You will be prompted to enter the address and credentials of the FTP site. The restore process will then expect to find one of two forms of backup files:

1. t3backup_latest.tgz

2. Separate files including messages.tgz, vmdat.tgz, mailbox.tgz, vmuser.tgz and others

The files will be copied to the local directory /usr/Sm/backup and then restored.

SYSTEM MONITOR (Available in Web Controller) The system monitor will show you a snapshot of all the system ports, as well as indication of the status of the serial link. You can use this option to start and stop each one of the voice ports, as well as perform a “Soft” shutdown of the system, that is, wait until all ports are free and then stop the service. In addition, it presents you with a live image of the systems incoming calls.

KEY INFORMATION (Available in Web Controller) With this option you can view all the licenses given to the machine, including number of voice ports, fax ports, Unified Messaging email clients, languages, and more.

VERIFY INSTALLATION Running this option will verify that the system you are working with has all the correct files relative to its version. You will get an indication if the process was successful or failed.

SHUTDOWN SYSTEM You have to execute a shut down procedure before turning the system off. Select option 9 from smadmin main menu. You will be prompted to either reboot the system or to halt it. If you select the Halt option, the program will double verify your selection and then it will execute a shut down including turning the power off.

EXTRA STUFF Under the Extra Stuff section you will find options to Import/ export database information, re-create the system administrator mailbox, change the port number used by the Web controller, configure the NTP server.

IMPORT/EXPORT CONFIGURATION

You can import or export a mailbox, class of service or department database. You can then upload this information to a different system.

Select the desired mailbox, COS or department. The system will request a floppy disk or it will save it in a temporary location.


PROMPT CONVERSION smadmin

You can specify a single record or a range of records that will be imported or exported.

Note: When exporting mailboxes, only the box information is exported and not the messages or greetings associated with the mailbox. Similarly, when a department is exported only the data is exported, not the associated prompts.

PROMPT CONVERSION If you need to convert voice files that were recorded in wave format to Strata Messaging recognizable formats, use the following procedure:

1. Login as super user

2. Create a directory on the system (for example cd /tmp; mkdir prompts)

3. Copy all the files that need conversion to the new directory. This directory should only contain the files to be converted

4. Select option x. 9 – Convert Prompts

5. Enter the path of the directory created above (for example /tmp/prompts)

6. Enter the input file type (normally for wave files you need to select WAV16)

7. Enter the output file type (the default file type for Strata Messaging is ULAW)

8. Enter the input sample rate

9. Enter the output sample rate (the default sample rate for Strata Messaging is 8)

10. Confirm entries

11. For each file in the directory you will be prompted to enter the destination path and file name. Select the files name according to the purpose of each file (for example, if the file is to be the day greeting for department 1 in English, the path would be /usr/Sm/vox/ENG/121.ENG)

RECREATE ADMINISTRATOR MAILBOX

In the event the administrator mailbox has been deleted from the Web Controller, you will be able to recreate it and enter the Web Controller by selecting this option.

NTP CLIENT SETUP You can use smadmin to configure the NTP (Network Time Protocol) server to synchronize the system clock. Select option X.11 and enter the IP address of the designated NTP server.


smadmin CONFIGURE WEB CONTROLLER PORT

CONFIGURE WEB CONTROLLER PORT

Select option x 7 to change the port used with HTTP. After changing the port number, restart Strata Messaging Web service.

CHANGE REGISTRY KEY The registry keys are low level parameters of the system that can be changed using smadmin, option 3 or through the web controller. Enter the registry key name (or press L for a list of keys). Then enter the variable within the key (again, you can press L for a list of variables). You can now enter a new value for this variable or enter ~ to delete the variable.

Note: Most registry keys can also be changed from the Strata Messaging Web Controller. For detailed descriptions of the registry keys values, please refer to the Registry Key Guide (provided as a separate document).


Chapter 6 – Web Controller

WEB CONTROLLER Strata Messaging Web Controller is the administration utility of Strata Messaging system. It is web-based, it can be used locally or remotely over a network. To use it, open a browser and type in the IP address of the Strata Messaging system into the address line (URL) of your browser.

You can log in with a valid administrator box. The default mailbox is 100, and the password is 0000. At the start of each session you may specify the session timeout (default is 15 minutes). The session timeout is the amount of time the connection to Strata Messaging server will be open. This time is the elapsed time since the last activity to the server (any time you press the command buttons is considered an activity). Upon expiration, the system will take you to a login page.

The Web Controller is compatible with the web browsers shown below

• Microsoft Internet Explorer® 6.0, 7.0, and 8.0

• Mozilla® Firefox® version 3.0

• Apple® Safari® version 4

Navigating the System Strata Messaging Controller is a web based application, and uses the familiar conventions. For online help, press the help icon (?) next to each field.

WARNING! Information is not saved into the database until you click the save icon!


Web Controller BASIC NETWORK CONFIGURATION

BASIC NETWORK CONFIGURATION

To configure the IP address of the Strata Messaging system select option 4 on the main menu. Enter the following:

• IP address of the Strata Messaging system

• Network subnet mask of the Strata Messsaging system

• Gateway through which the system can reach the public internet

• Host name - the name you assign to this system

• DNS server used by this system

After the changes are made restart the system. When the system restarts use the new IP address to access the system If you are not able to connect use the local terminal to login.

START/STOP SERVICES In Web Controller select Utilities > Services. Click on the Action button to the right of the service.

Auto – Check mark the auto box to automatically strat the service after a system reboot. Click on the Save icon to save any changes.

Service – The Strata Messaging services are:

• VM: The main voice processing server

• IMAP: The IMAP server

• POP: The POP server

• ESYNC: Email Synchronization

Action – Start or Stop a service

Note: After stopping a service wait at least 15 seconds before restarting that service. This allows all of the program components to shut down.

SMTP The Strata Messaging uses an SMTP server for several purposes, including sending voice and fax messages to a user’s email account,


START/STOP SERVICES Web Controller

sending message notification to email and text messaging, and sending reports and alerts. For these functions to operate properly, you will need to configure the SMTP server information.

In Registry > SMTP enter the IP address or name of the SMTP server as well as the port (port 25 is the default SMTP port). In the Sender field, enter the email address of the Sender account (this is the email address the recipient will see when they receive emails from the system). If your SMTP server requires authentication to relay messages, enter the credentials of the designated users under the SMTP Authentication section. Save the fields and restart the service.

Finally, to test the connection, enter the “Send As” and “Send To” email address under the SMTP Verification section. The “Send As” field should match the Sender information above. Press the Send Test Message button. If the SMTP credentials are correct, you will see a Blue confirmation message. Otherwise, you will see a Red error message. You can get additional information about the error message in the V log file of the system.

Note: The VM service must be running to be able to perform the SMTP verification.


Chapter 7 – Mailboxes

The mailbox is the most basic element of the system. It is created and maintained through the WebController mailbox screen. To access the mailbox screen, select Mailbox > Properties from the menu bar.


Mailboxes Finding a Mailbox

Finding a Mailbox To find a pre-existing mailbox, simply begin typing a number in the mailbox field. The auto complete function will pull up a list of all available mailboxes. To see a complete list of all existing mailboxes, insert your mouse pointer into the field and hit the Backspace key.

Creating a Mailbox To create a new mailbox, select the new mailbox icon from the toolbar. The following screen is displayed:

Note: When creating a mailbox by copying from an existing mailbox the properties that are copied are: Department, Class of Service, Mailbox Type, Wakeup Mode, Transfer Mode, MWI, Call Record Timer and Mailbox Language.

Adding a singlemailbox

1. Enter a mailbox number from 1-7 digits in the New Mailbox field.

Note: If you use 7 (or whatever number you have designated as your department alternate language button) as the leading number of your mailbox, you will not be able to access it through the Automated Attendant. Also, you cannot use 0 as the leading number of a mailbox.

2. Select the mailbox from which you want to copy mailbox properties in the Copy From field.

3. Enter a password for the new mailbox in the New Password field. You can also check the Copy Conversion Table to copy those properties, if desired.

4. Click the Create button and the new mailbox will be created and saved in the database.

5. You may enter a prefix in the Prefix field. The prefix will be added to the extension number 1 of the mailbox.

Adding multiplemailboxes

Repeat the steps for creating a single mailbox, and enter a value in the To field to define a range. (E.g., 200-399 creates multiple new mailboxes within the specified range).

Clear Mailboxes To clear the content of an existing mailbox, press the icon. The following screen is displayed.

Clear messages Check this box to remove all the messages from a mailbox (including the deleted messages).


Mailbox Fields Mailboxes

Reset mailbox Check this box to set the first time user flag to Yes. The next time a user accesses this mailbox, they will hear the first time user tutorial.

Note: You can use either or both of these options. Using the Reset mailbox option only will not remove your messages. Using this option will not remove the name and greeting recording from the mailbox.

Mailbox Fields The following fields are essential when creating new mailboxes.

Department – This field links the mailbox to a specific department, thereby giving the mailbox certain department properties, including operator number and working hours. Select a valid department number from the drop-down list.

Class of Service – This field identifies the current class of service that has been assigned to this particular mailbox. Here you can assign different classes of service, and privileges to mailbox users. Select the class of service from the drop box. To edit class of service parameters, click the class of service icon in the toolbar.

First / Last Name – Enter the mailbox user’s first and last name. This will identify the mailbox to callers using the directory assistance feature.

MWI- A/B/R/N – This field controls the message waiting light for each mailbox.

There are three different message light methods you can use for each mailbox. Select the type of message waiting indicator below.

Strata Messaging uses SIP integration:

A – Uses the SIP NOTIFY code for message waiting indication.

B – N/A

R – N/A

N – N/A

Following is a field-by-field definition and explanation of the remaining fields on this screen and the acceptable entries.

MWI / 2 – You can light a MWI for an additional mailbox. This is useful when there is a need to light a MWI for the mailbox's owner and also for the secretary who has a different extension number. Use the same settings as the MWI field above, and use the Optional field to specify the extension number to be activated.

Special MWI- Active/On/Off – Enter a mailbox number up to 7-digits for MWI indication at a specific extension and click the MWI button. The message count by default will only include new messages (messages under the New messages category). To include other types of messages in the message count check any or all of the three additional types: Saved, Fax, Email.


Mailboxes Mailbox Fields

MWI Counters- Saved/Fax/Email – By default the system will turn off the message light once the first new message is heard. However there are two additional options for the message light functionality which are set in the registry MwiMode parameter. If Saved/Fax/Email is selected the telephone display will the message count for each catagory.

• Each time a message is heard, send the number of messages.

• Turn MWI off only when there are no new messages in a mailbox.

Use - Mailbox/Extension (when sending MWI) – Message waiting light, by default is sent to the extension specified in the Ext. 1 field. If you wish the MWI sequence to include the mailbox number rather than the extension number, check the Use: Mailbox option button when sending MWI.

For example: The Boss wants incoming calls transferred to an assistant, but if the assistant is not available, a message will be left in the boss’s mailbox and an indicator light will flash on boss’s telephone.

Home Node – Used in a cluster configuration, if a user’s station is attached to a specific PBX in the network, the Strata Messaging will send a MWI through the node attached to this Strata CIX system. Each Strata Messaging node is designated a node number and the home node field refers to this number. If Home Node is set to 0 a MWI will be sent through any node in the cluster.

Mailbox Type – Select one of the following mailbox types from the drop-down list.

• Message Mailbox: the standard mailbox type.

• Administrator Mailbox: a regular message type mailbox with the additional privilege of having access to the administration interface. This mailbox type should be assigned to a person responsible for system administration. Some of the tasks performed by the administrator are: changing operation modes, resetting passwords, recording greetings, defining group lists and changing system time. (See Chapter 4–System Administration for more information.) If a mailbox is defined as an Administrator Mailbox, the mailbox user would access the administrator menu by pressing the # key after the mailbox password.

• AMIS Mailbox: is used for message exchange between different voice mail systems.

• Hotel Mailbox: is a limited features mailbox customized for hotel guests.

• Archive Mailbox: is used to store messages for later retrieval.For example: The Hotel receptionist can access previously played messages by date.

• Script Mailbox: refer to Chapter 13–Scripts

• Bureau1 Mailbox: Not used



Mailbox Role – Define a pre-set or custom role for the mailbox. The roles determine the pages and fields the user can access with Strata Messaging Web Interface. Refer to the Cross Reference Table in the Appendix for additional information concerning these entries.

Note: For more information, refer to Chapter 10–Site Parameters.

Time Zone – Select the time zone in which the user normally uses the mailbox. When announcing the envelope information for the message, the system will use this setting when reading time and date.

First Name/Last Name – Enter the mailbox user's first and last name. This will identify the mailbox to callers using the directory assistance feature.

Change password – Enter new password, re-enter the password to confirm, and then click OK.

Ext 1 – By default, the first extension number is similar to the mailbox number (it is not mandatory that they be similar).

Ext 2 – More than one extension can be related to a mailbox. Enter a second extension number, if desired.

Ext 3 – Enter a third extension number, if desired.

Note: If more than one extension is related to a mailbox, Strata Messaging will continue to hunt and ultimately take a message for the originating mailbox. Class of Service must be set to Full Supervision to use this feature.

Transfer Mode- Yes/No/Day/Announce Call – Select Yes if this is an active extension, No to send calls directly to voice mail, and Day if system is currently in day mode. Strata Messaging will transfer calls to the extension, otherwise it will take a message. Announce Call will tell you who the call is for (useful if two mailboxes are using the same extension). Refer to the Cross Reference Table in the Appendix for additional information concerning these entries.

Call Screening – This field controls whether or not the mailbox will screen calls for the mailbox user. Callers are prompted to identify themselves. If the call is refused, the caller is notified by the system that the party is not available, then given the option to leave a message. Call screening forces the transfer to be fully supervised – the administrator must make sure the voicemail supports Full Supervision on the Strata CIX. Refer to the Cross Reference Table in the Appendix for additional information concerning these entries.

Select the desired radio button:

Disabled – Call screening feature is not activated

Screen calls Thru Phone – After having recorded the caller's name, Strata Messaging calls the mailbox user and plays it back to the user. The mailbox user has the option of accepting or refusing the call


Mailboxes Mailbox Fields

Follow Me – Check the box to activate the follow me (remote conference) feature, and enter the follow me remote telephone number where the mailbox user can be reached. This option supersedes the transfer to extension feature. That is, if the mailbox user has activated the follow me feature, Strata Messaging auto attendant will try the follow me number instead of the internal extension. This feature can also be activated /de-activated by the owner through the telephone interface, and the number can be changed as well. Strata Messaging will use PBX>Parameters>Conf.Sequence>Dial Second line as the prefix to dial out to this destination. Refer to the Cross Reference Table in the Appendix for additional information concerning these entries.

Note: The follow me functionality can be disabled in Class of Service. The maximum length of the follow me number is also determined in Class of Service. If the number entered has more digits than allowed in class of service, the follow me operation will not be performed. You do not need to enter the outbound calls prefix code to dial out as it is already defined in the Strata CIX settings.

Follow Me Mode – Select Supervised.

Note: Refer to Strata Messaging User Guide for information on how to access these features (separate document).

Note: Make sure that the Strata CIX allows three-way conference for the voice mail ports.

Callback Mode – Not Applicable.

Timer / Unlimited – Users can record calls by pressing a key during the call. This field defines the duration of the recording. Check mark the unlimited box for no limit on the duration of the recording. Enter a value of 1 to 999 for a limit of that number of seconds.

Message Monitor Duration/Unlimited – Not available.

Mailbox Language – A default language can be set for each user. This is the language of the prompts that mailbox users will hear when calling into their mailbox. If this field is empty, the user will hear the language identified in Department settings.

PA Paging Mode- None/Always/Night/Day – This field controls whether the mailbox user will offer a call announcement over the PA paging system. This feature can be used at all times (Always) or only during night and/or day mode (Night). If this feature is selected, the procedure will occur as follows:

Upon a “Ring-No-answer” condition, a caller is notified that the called party does not answer. The caller is offered an option to page the called party.



• Strata Messaging system seizes another Strata Messaging port and dials the code based on the settings defined in PBX>Parameters>Dial Strings>Paging Access Code.

• Strata Messaging announces the mailbox user's name (or extension number if name is not recorded) and asks the mailbox user to dial the Voice Mail pilot number (as defined in Site Parameters>General>Voice Mail Hunt Group and then dial ##.

• Upon the mailbox user's response, Strata Messaging prompts the mailbox user to enter the extension number where he/she is located and instructs the user to hang-up.

• Strata Messaging transfers the caller to the extension that was entered by the mailbox owner.

Copy To – This field is where you may select a destination mailbox to which any message left in the originating mailbox will be copied. When retrieved from the target mailbox all copied messages will announce “message from mailbox number [x]” (or message from the recorded name for the originating mailbox).

By default, only priority messages are copied to the Copy to mailbox. However, you can specify any or all of the following other types of messages by checking the different message type options fields: Priority, Fax, Regular, Email, Confidential, System, Reply, Group.

Delay – You can define a delay timer, after which the message will be copied. If the message was heard by the mailbox user before this timer expires, the “Copy to"operation will be cancelled for this message.

For example: A sales manager wants to have a copy of all messages left in a salesperson's mailbox copied to his mailbox for later review and follow-up. Since more than one mailbox can be assigned for an extension, the copy feature allows you to consolidate all messages to one mailbox, thus avoiding having to check multiple mailboxes.

Wake up- One Time/Normal – A mailbox can be programmed to make wake-up calls. To activate a wake-up option, select the type of wake-up call desired, by clicking in the appropriate radio button. The two types of wake-up calls are:

• Normal: The system makes a wake-up call every day (weekend or weekday) until de-activated by the mailbox user. This is based on the settings that have been defined in Site>Settings>System Parameters>Week Days Definition.

• One-time: The system makes a wake-up call only once, and then de-activates the feature. (This mode is for hotel use, where a guest requests a one-time wake-up call, as opposed to a normal wake-up call which is used daily by the owner).

Refer to the Cross Reference Table in the Appendix for additional information concerning these entries.


Mailboxes CID Routing Table

Note: This feature can be implemented by the mailbox user (if permitted by COS) via the Personal Options menu - Callout options. If the call number length is equal or less than the Site>Extension length it will be dialed as an internal number to the PBX, otherwise the call is dialed using the outbound call prefix.

How to set a wake-up call:

1. Click the Normal or One-time mode button.

2. Check the Active button to activate the wake-up call will occur.

3. Enter the call out number.

4. Select the call out time you wish to have Strata Messaging call you for your wake-up call from the drop-down list boxes.

CID Routing Table The CID Routing table allows you to route calls based on the caller ID information. Refer to the Cross Reference Table in the Appendix for additional information concerning these entries.

From the menu bar, select Mailbox > CID Routing.

Each number in this table can be linked with a specific mailbox (which can also be a lead number for an ACD group or a script mailbox), as selected from the drop-down list in the Mailbox column.

You can enter a complete number or a partial number (which includes only the area code, or area code + exchange) in the Caller ID Number column. You must also specify the type of action to be taken with this number by selecting it from the drop-down list in the Action column.

For example: You can define specific numbers to always be transferred to a mailbox to take a message, and others to be transferred to a live extension.


CID Routing Table Mailboxes

The mailbox user’s own mailbox number is not included in the Mailbox column to avoid creating a loop (refer to the CID routing table rules below). However, if you select Enter M.B. from the drop-down list in the Action column, you will then be able to select your own mailbox number from the bottom of the list in the Mailbox column.

Note: This is useful if you want calls from another number (your cell phone number, for example) to login automatically to your mailbox number.

The CID Routing table is checked by Strata Messaging system prior to playing the mailbox greeting.

The following rules apply:

• In a call to the automated attendant, when a caller presses a mailbox number and the transfer mode is Yes, the CID routing rules will not apply.

• In a call to the automated attendant, when a caller presses a mailbox number and the transfer mode is No, the CID routing rules will apply.

• In a forwarded call to a mailbox, the CID routing rules will apply.

• In a direct call to a mailbox from a DID, the CID routing rules will apply.

Following is an explanation of the remaining fields on this screen and the acceptable entries.

Activated/Deactivated check boxes – If Deactivated is checked, the system does not look at the numbers in the Caller ID Number column.

Action column drop-down list – From the Action column, select the appropriate action to be taken with this number from the drop-down list. Available Action options follow below.

• Transfer: The system transfers the call and acts according to the settings defined in the Mailbox menu.

• Enter Mailbox: The system automatically opens the mailbox and prompts the user for a password.

• Take Message: The system automatically takes a message in the assigned mailbox.

• Busy: The system automatically plays the “Busy" greeting in the assigned mailbox.

• No Answer: The system automatically plays the “No answer"greeting in the assigned mailbox.

• Hang Up: The system simply hangs up.

• Trans. Ext.: Transfers to the extension selected. The transfer supervision is based on the class of service of the mailbox. If the call is supervised and it was not answered or was busy, the greeting of the original mailbox will be played and a message will be taken in the original mailbox.


Mailboxes Conversion Table

To add new numbers to the list: Click the New CID icon then click the Save icon.

To remove numbers from the list: Click the check box in front of the number, then click the Save icon.

Conversion Table The conversion table is designed to allow the user to re-route a call to a pre-defined mailbox. From the menu bar, select Mailbox>Conversion Table.

For each touch-tone button on the table, the user may enter a mailbox number, and the call will be transferred to this mailbox as soon as the designated key is pressed (during or after the greeting for this box). This table allows users to generate menus just by recording a greeting with the desired directives and entering the mailbox numbers in the table.

Following is a field-by-field definition and explanation of acceptable entries.

Department Override – In the event there is an identical entry both in this table and in the Department Conversion Table, which has the same functionality, (see Department definition), checking this box will override the Department Conversion Table. If unchecked, the mailbox number will be taken from the Department Conversion Table. This field assures no conflict between the two tables.


Conversion Table Mailboxes

1,2,3,4,5,6,7,8,9,0 – These fields instruct Strata Messaging to transfer the call to a specific mailbox or script mailbox in response to the single digit keyed by the caller.

Drop-down list boxes –

Pager: Page directly. If this key is pressed, Strata Messaging will prompt the caller to enter their telephone number, and will activate the mailbox user’s pager. Strata Messaging will use bin number 1 in the schedule table, and add the caller’s number to the designated page sequence. This saves the mailbox user a call to the voice mail to check the number of the caller. After the caller is prompted to enter their number, the call will terminate and Strata Messaging will relay it to the paging service

Email: Email directly. If this key is pressed, Strata Messaging will prompt the caller to enter their telephone number, and will send this number via email. Strata Messaging will use bin number 1 for the email address. This saves the mailbox user a call to the voice mail to check the number of the caller. After the caller is prompted to enter their number, the call will terminate and Strata Messaging would relay it to the paging service.

Greeting: Repeat Mailbox Greeting. If this key is pressed, Strata Messaging will play the mailbox greeting again, and all the conversion options will be available.

Record: If this key pressed, Strata Messaging will immediately begin recording the message and skip the rest of the greeting.

Follow-me: Transfer to callout number. If this key is pressed, Strata Messaging will try to transfer the call to the telephone number specified in the follow me number.

Main Menu: Go back to main menu.

Language: Select between the primary and secondary language of the department.

Application: Initiate an application. The application is designed using Strata Messaging application generator tool (GEN), which requires an IVR license. The “S” field refers to the specific GEN script that is initiated.

Assistant: If this key is pressed Strata Messaging transfers the call to the telephone number specified as the assistant’s number. This can be changed remotely if selected from the conversion table drop-down list in the field that you want designated as the entry key.

PA Paging: Initiate the park and page option. Strata Messaging will park the caller and page the mailbox owner.

Conversion Table Record the following greeting:

“Press 5 at any time to repeat this message. Hello. I am not in the office right now, however you may press 0 to speak to an operator, 1 to be transferred to my secretary, 2 to record a message, 3 to try me at my


Mailboxes Message Notification

cellular number, 4 to beep me directly, 6 to be transferred to my assistant or 9 to return to the main menu.”

Select the following entries in the Conversion Table:

1. Secretary mailbox

2. Record (Record immediately.)

3. Cell (Enter number in Follow Number.)

4. Pager (Make sure bin 1 is set properly.)

5. Greeting (repeat greeting)

6. Assistant mailbox

9. Main Menu (go to main menu)

0. (operator) is preset, it is not necessary to enter it as a parameter.

Message Notification Strata Messaging is able to send remote message notifications to a total of seven different locations stored in BINS. Each bin may be referenced by any of the seven schedules that may be programmed. A bin may be present in more than one schedule as a valid destination. From the main menu, select Mailbox > Message Notification.

Message notification can be activated for priority (urgent) messages, external messages (messages left by callers outside of the system), regular messages and email messages. When a message is left in a mailbox, Strata Messaging checks the conditions defined in the scheduler


Message Notification Mailboxes

and determines where to send the remote message notification. The scheduler also determines whether to activate the remote message notification immediately or at a later time.


Callout Numbers: Activate Notification/Deactivate Notifications – This is the main switch for the call out schedule. If the Activate Notification radio button is selected, the mailbox will use this schedule table to determine what method to use to notify the mailbox user that they have a waiting message. The mailbox user may activate/deactivate this feature from their personal options menu.

Bin 1-7 – This is the bin location that will be placed in the scheduler table for timed activation.

Phone – Dialing Characters

To make the dial code generic, use the following characters to indicate certain parameters:

E or X – indicates the extension number

M – mailbox number

T – total number of messages

N – number of new messages

S – number of saved messages

& – Flash

, – (comma) Pause

Type – Select the type from the drop-down list. This field tells Strata Messaging what dialing method to use. The choices are:

Internal: Used for dialing internal extension numbers in the PBX

External: Used for dialing numbers external to the PBX system. Strata Messaging will automatically use the dial-out prefix programmed in PBX>Dial Stings> Outbound Calls Prefix. After dialing, Strata Messaging analyzes the results of the dialing, and decides if another call is needed (busy, no answer conditions) or if there is no need for another call (connect and user identification conditions).

Beeper: This choice tells Strata Messaging that this number reaches a beeper service. Strata Messaging continues to send a beep to the beeper until messages are picked up.

OpBeep: This choice is for paging services that require a verbal message (as opposed to touch-tone signaling). The system will call the paging service and play a prerecorded message (e.g. “Mailbox



user number xxx call the voice mail”). Use Personal options to record the operator greeting.

Email: Send a notification in the form of an email to the email address specified in the bin field. It will include the sender information (caller id or mailbox number), and a message count.

Each mailbox can use up to 7 different schedules to determine how Remote Message Notification is handled. The entries are made on a line-by-line basis. The lines are referred to as Schedule-lines. Each schedule-line has its own day schedule, and a checkbox to indicate regular or priority messages, the hours that this schedule line is active, as well as three different bins (for the proper destination) which may be accessed. There is a TRY parameter for each bin entry to determine the number of attempts to reach the bin destination before trying the next bin. The bin entries on the active schedule line are accessed in sequence until a valid connection has been made.

URI – Use a combination of the following destinations (SIP voice mail only)

Telephone number: Any valid telephone number (Strataq Messaging will automatically add the trunk access code as needed based on the number of digits). Use the Timeout field to set how long the call will ring, unanswered, before it is recalled. Use the Priority field to set the order in which multiple destinations will be called. High number priority is called before a low number priority. If two destinations have the same priority level, both will be dialed. The first to answer will receive the call. The number of calls dial in parallel is determinded in the Maximum Message Notification ports field in the Class of Service.

Email Address: Enter a valid email address. Notification will be sent to this email address. The Timeout Nd Priority fields will not be used for email notifcations. Multiple Email destinations may be used.

SIP URI: Enter a valid Sip URi. The same rules as telephone number, above, apply.

Days – This field is where you specify the days on which Strata Messaging will call a programmed destination for message notification (for a designated schedule-line). Check mark the days of the week that correspond to the days you wish this schedule to be followed.

Time Handle – Time handle allows notification based on a range of dates, days, or hours. To setup a time Handle first define a time table in Mailbox > Personal Schedule>Time Table. Each time table will be automatically assigned a time handle (first column) according to its name. Time Handle overrides Day and Time.

Active – This field determines whether the schedule line is currently active for the related mailbox. Click the box to check or uncheck.


Message Notification Mailboxes

Reg. – This field determines if message notification should be activated for regular messages (internal or external messages, not marked as priority). Click the box to check or uncheck.

Prio. – This field determines if message notification should be activated for priority messages (internal or external). Click the box to or uncheck.

Exte. – This field determines if message notification should be activated for external messages. If this field is checked but the regular field is not checked, only external messages will trigger a call out.

Email – This field determines if message notification should be activated for email messages. Click the box to check or uncheck.

From – Select from the drop-down list to determine the starting time for Strata Messaging to follow call-out procedure for this schedule line, if activated.

Until – Select from the drop-down list to determine the ending time for Strata Messaging to follow call-out procedure for this schedule line, if activated.

Call Delay – To prevent the system from immediately calling for message notification, select from the drop-down list to specify a delay (in minutes), before the system will actually start the message notification for a schedule line.

Note: Call Delay does not apply to EMAIL message notification.

Bin 1 of 3 – This field tells Strata Messaging which is the first bin number to use for call-out, when this schedule line is active

Try 1 of 3 – This field tells Strata Messaging how many times to attempt a remote message notification for this bin before proceeding to the next bin.

Note: Strata Messaging will attempt more than one message notification call-out if so programmed. The additional attempts will be made only if the mailbox user did not respond to the prior notification and had not entered the mailbox as a mailbox user. As soon as the mailbox user entered the mailbox as a mailbox user (i.e. dialed # and the mailbox number, followed by the correct password), Strata Messaging will cease message notification attempts for this schedule line until new messages are left in the mailbox. At that point the cycle starts all over again.

Bin 2 of 3 – This field tells Strata Messaging which is the second bin number to use for all-out, when this schedule line is active.

Try 2 of 3 – This field tells Strata Messaging how many times to attempt a remote message notification for this bin before proceeding to the next bin.



Bin 3 of 3 – This field tells Strata Messaging what bin number to use third if the first & second bin destinations do not respond when this schedule line is active.

Try 3 of 3 – This field tells Strata Messaging how many times to attempt a remote message notification for this bin before ending the current call-out operation.


EMAIL SETTINGS Mailboxes

EMAIL SETTINGS Strata Messaging is a POP3/IMAP4 compliant server. Users can log in to Strata Messaging using any standard POP3 or IMAP4 email client (such as Outlook Express, Outlook, Netscape or others) and retrieve their voice and fax messages. From the main menu, select Mailbox>Email Settings.

The difference between the POP3 implementation and IMAP4 implementation is the level of synchronization between the email client and Strata Messaging server.

With POP3, messages are downloaded from the server to the client. Once they are downloaded, the messages are independent from the server. Therefore, if the user deletes a message through the email client, it is not deleted from the server. If the user deletes a message through the telephone, the message still remains in the email client.

With IMAP4, there is complete synchronization between the client and the server. All the server folders appear in the client view and when messages are deleted or saved, the client automatically updates the server and vice versa. Refer to the Cross Reference Table, the Appendix, for additional information on entries made here.

Following is an explanation of how to use this screen.


Mailboxes EMAIL SETTINGS

Permissions Email Client – Allows a mailbox to work as a unified messaging mailbox. Check the Email Client box to allow the mailbox to be accessed by an email client. Strata Messaging will allow this box to be checked as long as there are available Unified Messaging email clients in the system. For a full count of available and used clients, see Chapter 16–Utilities > Quick Glance.

Text-to-Speech Client – To allow a user to use the Text-to-Speech functionality for converting email messages to speech, you need this box checked. It is dependent upon the Email client permission.

Include in Report – If this field is checked, then you can review this mailbox under the mailbox status report. This report is explained in detail in .

Client Password – A password that substitutes the numeric mailbox password when accessing Strata Messaging thru an email client (IMAP, POP). This is an optional field.

Reply to Address – This address will be used when Strata Messaging sends a message using SMTP. In most cases this would be the same address you use in the Send Mail field.

Setting up the Emailclient for POP3

Setting up a mail account for POP3 is different for each client software; however the following information is required for each.

User ID: the mailbox number.

Email address: you can use any valid email address.

Password: you can use either the numeric password of the mailbox or enter a user friendly password in the Client Password field.

Pop3 server: the IP address of Strata Messaging.

SMTP server: Strata Messaging is not used for sending outgoing mail, and therefore you can use any other valid SMTP address.

Since the POP3 protocol has no synchronization method between the server and the client, you can use the Status after Download POP3 option to maintain some level of synchronization.

Select from the following options:

Unheard – If this radio button is selected, the message status will remain unheard when the client downloads messages from the server. To make sure that the client will not receive multiple copies of the message, select the option to Leave a copy of messages on server from the advanced settings of the email client.

Saved – If this radio button is selected, the message status will be changed to Saved when the client downloads messages from the server.


EMAIL ACCOUNTS Mailboxes

For this option to work, the option to Leave copy of messages on server must be disabled in the email client advanced options.

Delete – If this radio button is selected, the message will be deleted when the client downloads messages from the server. For this option to work, the option to leave copy of messages on server in the email client advanced options must be disabled.

Setting up the EmailClient for IMAP

Setting up a mail account for IMAP is different for each client software, however the following information is required for each.

• User ID: the mailbox number.

• Email address: you can use any valid email address.

• Password: you can use either the numeric password of the mailbox or enter a user friendly password in the Client Password field.

• IMAP server: the IP address of Strata Messaging.

• SMTP server: Strata Messaging is not used for sending outgoing mail, and therefore you can use any other valid SMTP address.

• Make sure the type of mail account is IMAP.

After setting up the account, you need to get the IMAP folders from the server and enable them. In some email clients, such as Microsoft Outlook, you will need to restart the client for the folders to be visible.

Permanently DeletingMessages Using IMAP

When using the IMAP client, you will notice a deleted folder. This folder stores all deleted messages, and can be used to undelete them. If you would like to permanently delete these messages, you can select the Purge Deleted Message option from the Edit menu of the email client.

Text-to-Speech The Text-To-Speech (TTS) Mode field is used to determine if and how email messages are read over the phone:

No – Email messages reading is disabled.

Yes – Email messages reading is enabled. Messages will be constantly downloaded from the email server and converted to speech. Message waiting light and message notification for email messages will be available.

On Request – Email messages are downloaded from the email server only when the user chooses to listen to email messages. There will be less traffic between Strata Messaging and the email server. However, the system will not provide message waiting light and message notification for email.

EMAIL ACCOUNTS Email accounts are used to check email in any of five different email addresses. Strata Messaging can be set to automatically check these accounts and if new messages are received, it can light a message light or call out using the schedule table. You must use ESYNC service ( and


Mailboxes EMAIL ACCOUNTS

check the Speech check box in Mailbox>Email Settings or run e sync service.

In addition, Strata Messaging can be set to read out the email messages using text-to-speech (Strata Messaging Speech must be installed).


Synchronize Email messages – Strata Messaging downloads and stores email messages locally. If you would like the messages to be synchronized with the email server on which they were originally received, check this box. This will ensure that if the message is deleted from the server by another email client (e.g. Outlook Express), the message will also be deleted from Strata Messaging.

Note: Applies to POP only.

My mail server is: POP/IMAP – Allows you to synchronize on the server all accounts as either POP or IMAP.

Server – Set the IP address of the POP3 or IMAP server.

User ID – Enter the user ID for each mail account from which you wish to retrieve messages.

Password – Enter the password for each mail account from which you wish to retrieve messages.

Note: In the event that your mail server password changes, Strata Messaging will send the mailbox owner an email notification that the password has changed.

Delete: Voice,/Email /Fax – Check any or all of the boxes to define what happens to a message once deleted from the telephone. If no boxes are checked, the message will be deleted from the voice mailbox, but a copy will be left in the email client.

Synchronize messages –

Synchronization with an IMAP server:

When synchronizing with an IMAP server (such as Microsoft Exchange), Strata Messaging can differentiate between seen and unseen messages. You can specify if all messages in the inbox of the IMAP server will be downloaded to Strata Messaging, or only the unseen messages.

Synchronization with a POP server:

When synchronizing with a POP server, Strata Messaging is polling the POP server for new messages. To set the interval, change the


FORWARDING OPTIONS Mailboxes

registry setting of tts>pop interval. This parameter is defined in seconds, and by default is set to 300 seconds (5 minutes).

Timeout – Enter the timeout in seconds (default is 100 seconds). After defining and saving the account information, click the Verify button to make sure Strata Messaging can communicate with the email server.

FORWARDING OPTIONS Strata Messaging has a smart routing mechanism, by which you can control the routing of the caller according to the conditions of the call. There are three defining conditions:

1. Operation mode

2. Call origination

3. Call result

You can route the call according to the combination of the three defining conditions. Refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

For example: If a call is received during the day and the auto-attendant determines the extension of the user is busy, it will execute the Day Automated Attendant Busy route.

The difference between Automated Attendant calls and System calls is the origination of the call to Strata Messaging. If the call was inside the automated attendant, it is considered an Automated Attendant condition. If the call arrived into Strata Messaging in the form of system integration, it is considered a System condition.

For example: A DID call that resulted in no-answer condition and was forwarded to voice mail.

Please note that the Forwarding Options table is checked by Strata Messaging before the actual greeting is played.


Mailboxes FORWARDING OPTIONS

Following is an explanation of how to use this screen.

Main Menu – Sends the caller back to main menu.

Transfer Ext. – Transfer the caller to the extension in the Send to: field (this is a non-supervised transfer to the actual extension).

Transfer Mbox – Transfers the caller to the mailbox in the Send to: field. This option allows more flexibility than the Transfer Ext. option, as you can specify in the mailbox the type of supervision required. You can also use this option to transfer callers into a script or to leave a message in another mailbox.

Follow Me – Transfers the caller to an external number specified in the Send to: field.

Take Msg – Proceeds to take a message – play the appropriate mailbox greeting. Please note that this action will take a message in the current mailbox, and you cannot define a different mailbox destination.

Pager – Allows the caller to enter a telephone number which will be sent to the owner’s pager. The pager to which the message will be sent to is specified in the first bin of the message notification page.

Email – Allows the caller to enter a telephone number which would be sent to the owner’s email address. The email address to which the


GROUPS Mailboxes

message will be sent to is specified in the first bin of the message notification page

PA Paging – Initiate the park and page option. Strata Messaging will park the caller and page the mailbox owner.

Parameter – For future use.

Refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

GROUPS It is often necessary to send a message to a group of people within a company or an organization. Such a group could be the members of a department (sales department, service department, etc.) or members of a research team within the research department. When a group list is defined, a message can be sent once, and reach all the members of the group. Refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Strata Messaging allows up to 99,999 groups. A group may be linked to another group. Groups are either global (available for all mailboxes) or private (each mailbox user can establish their own groups).

The following explanation pertains to both global groups as well as private groups. You will find a link to the global groups on the Site Parameters page and a link to the private groups on the Mailbox page.

Creating a new group – In the Group Number field, enter a group number (between 1 and 99,999) and a name, and then click the Add Group button. The new group will appear in the list in the bottom of the page.


Mailboxes GROUPS

Removing a group – Check the Remove check box or boxes of the group or groups you would like to remove, and then click the Save button. The group will be removed from the list.

Adding members to a group – Click the Edit button next to the name of the group number you would like to edit. The Group Details screen will then be displayed. Select a mailbox from the Add Members frame (you can select/deselect multiple mailboxes by holding the control button and clicking on a mailbox from the list) and/or the Add Global Groups frame, and then click the Add Members button. To create a group with all members, click the All Local Mailboxes button. The “All” members option lets you send a message to all current users on the system so you do not need to actively add new mailbox numbers to this list when creating new mailboxes on the system.

To create a group with users from networked systems, click the Network Group button and add the prefix of the systems you want to send a message to. Adding a prefix means that all members of this system will receive this message.

You can also create a group that includes both Local and specific Network members, however, the network members must be entered manually in the Additional field.

Removing members from a group – Click the Edit button next to the name of the group number you would like to edit. The Group Details screen will then be displayed. Click the check boxes next to the mailbox numbers you would like to remove, then click the Save button.


GROUPS Mailboxes

Cascading Messages The Cascading Messages feature allows the administrator to create a set of independent rules to determine what happens to a message after it is received in a mailbox. A particular benefit to this feature is the ability to copy a message over to other mailboxes. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Each rule includes the following information.

From Time/To Time – Select the time range in which the rule is valid.

Send To – Select the destination mailbox to which the messages will be copied.

Delay – Select the delay time. This is the time from the moment the message arrived in the original mailbox until the actual copy should take place.

Maturity – This is the time from the moment the message arrived in the new mailbox until it is considered not heard.

If heard – Selecting from this option box tells the system what to do with the same message in other mailboxes, in case it was sent to other mailboxes under the cascading messages rules.

If not heard – Selecting from this option box tells the system what to do with the same message in other mailboxes, if the user does not listen to it by the maturity time

Block – Any rule that has the Block field set to Yes will not be affected by other mailboxes deleting or saving the message.

Example: Five rules are set for a mailbox, four of which copy the message to agents and one to a supervisor. The supervisor has the Block field set to Yes. The agents have the If Heard field set to delete all. Once the


Mailboxes GROUPS

message is heard by one of the agents, it will be deleted from the other three mailboxes, but not the Supervisor, because Block is set to Yes.

Type – Check the appropriate box(es) to identify which type(s) of messages should be copied under this rule.

If heard…

If the message was heard by the user of the target mailbox before the maturity time of the message, the If heard action will execute.

The action can either be Delete All or Save All. This means that duplicates of the message that were sent to other mailboxes under the cascading rule will either be deleted or saved. The only exception is in case a specific mailbox is marked as Block in its cascade rule, in which case the message would stay untouched in that mailbox. You can leave this field blank, in which case there will be no effect on the duplicate messages.

If not heard

If a message was not heard by the maturity time, the If not heard action will execute.

The three options are Save, Delete, or Don’t do anything. Unlike the “If heard” condition, where the action is performed on the duplicate messages in other mailboxes, the If not heard is performed only on the message in the current mailbox.

Block – Any rule that has the Block field set to Yes will not be affected by other mailboxes deleting or saving the message.

For example: Five rules are set for a mailbox, four of which copy the message to agents and one to a supervisor. The supervisor has the Block field set to Yes. The agents have the If Heard field set to delete all. Once the message is heard by one of the agents, it will be deleted from the other three mailboxes, but not the Supervisor, because Block is set to Yes.

Defining a rule for theoriginating mailbox

In order for the originating mailbox to execute the cascading process, (i.e., an action is to be taken if the original recipient of the message listened to it), a rule must be created where the Send to mailbox is the same as the originating mailbox. If this mailbox is selected the From time, To time and Delay fields will be grayed out, because it is not allowed to do a delayed delivery to the originating mailbox. However, all other options are valid, and must be used in order to trigger the If heard and If not heard rules.

Message notification forcascaded messages

Cascaded messages follow the message notification schedule of a mailbox. When playing back a cascaded message, you will hear the envelope information of the message, who has heard it, and the time.


PIN Mailboxes

PIN PIN is used in conjunction with script, which is discussed in detail in Chapter 13–Scripts. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

PERSONAL SCHEDULE A user can set up personal schedules to manage calls including routing a call to one or multiple destinations based on caller ID, time, or a combination of the two; playing different greetings based on caller ID, time, or a combination of the two; and setting up alternate single digit dialing menus.

Multiple schedules can be defined. Each schedule will be evaluated at run time based upon its time handle and Caller ID. Here are the possible conditions:

1. Only Caller ID is defined: If the caller ID of the current call matches the Caller ID in the rule, the line will be executed. Partial match is also available. For example, if Caller ID is defined as 212 and the actual Caller ID is 212 555 1212 it is considered a match. If caller ID is defined as 646 and the actual Caller ID is 212 555 1646 or any other combination that doesn’t begin with 646 the rule will not be executed.

2. Only Time Handle is defined: If the current time matches is within the rule defined in the Mailbox Time Table, the rule will be executed. See Site>Time Table for explanation of the Time Table logic. Time Handle can also be defined as “Always” in which case the rule will always be executed.

3. Both Time Handle and Caller ID are defined: This is an DND condition, both Caller ID and time handle need to match for the rule to execute (including partial Caller ID matched as defined in item 1 above)

There are two scenarios in which the personal schedule rules can be considered:

1. Automated attendant call: If the call originated as an Automated Attendant call, and the caller pressed a mailbox number to be transferred to, the Strata Messaging will search the Personal Schedule table of the mailbox. If a rule is found (based on the Time Handle and Caller ID requirements), Strata Messaging will attempt to transfer the caller to the destination defined in the rule. If the destination is not defined, Strata Messaging will play the selected greeting for this rule, in the selected language.

2. Diverted call: If the call originated as a diverted call from a station on the PBX, Strata Messaging will check the Follow-me Active field. If it is defined as Auto Attendant it will proceed to play the greeting selected in the rule, in the selected language. If it is defined as D. and auto attend,. it will also consider the destination field as it does for an Automated Attendant call.


Mailboxes PERSONAL SCHEDULE

Caller ID – Caller ID allows you to define a schedule based on Caller ID (either full or partial). It can be used separately or in conjunction with Time Handle.

Time Handle – Time Handle allows you to define a schedule based on a range of dates, days, or hours. To setup a Time Handle; define a time table under Mailbox>Personal Schedule>Time Table. Each time table will automatically be assigned a time handle (the first column) according to its name.

Greeting – Define greeting 1 ~ 9 to be played to the caller while this rule is active. The greetings can be recorded by the user in the Personal Options menu of the Telephone User Interface. If 0 is selected, the default greeting of the mailbox will be played.

Use Default CT – To use the default mailbox conversion table, select Yes. If No is selected, click the EDIT button to create an alternative conversion table, to be used while the greeting is played.

Language – Select the language to be used when this rule is active. If no language is selected, the default language of the call will be used. The language selection applies to both the greeting as well as the system prompts.

Destination – Enter up to 20 destinations to which the call can be transferred (each destination may be an internal or external number. Strata Messaging will automatically add the out-dial prefix based on the length of the number). Use the Timeout field to determine how long (seconds) the call will ring at the destination before it is recalled. Use the Priority field to determine the order in which the destination should be called (a higher number priority will be dialed before a lower number priority). If two or more numbers have the same priority value, they would be dialed in parallel. Whichever destination answers first will be prompted to receive the call. The number of calls in parallel are determined in Class of Service (Maximum Follow me ports field). Parallel destinations can only be used in a SIP-based Strata Messaging.

Follow-me Type – Select 3-way.

Follow-me Active – There are two senarios for divervting a call to a mailbox.

• Automated Attendant – A caller dials the mailbox number when prompted by the automated attendant.

• Diversion . A caller is diverted to a mailbox

The Follow-me Active field determines if calls diverted to a mailbox should invoke the follow-me destination dialing (Diversion and Automated Attendant mode). If Automated Attendant mode it defined, diverted calls will hear the selected greeting for that schedule.


Chapter 8 – Department

AUTOMATED ATTENDANT The Department definition is used to configure the automated attendant aspect of each department. In most cases you will use only one department, which will be the site’s automated attendant.

The department activated for each port is defined in PBX>Port Definition menu. (Dep Column) or, can be dynamically set using the Integration Line command in the PBX> Trunk Integration Table menu.

Note: If a call comes in and integration information sent by the PBX routes the call to a specific mailbox, the main automated attendant will not be activated.

The automated attendant greetings and routing are time sensitive. The operation mode determines which greeting to use and which operator and no response mailbox to use at any given time. The operation mode can be set automatically, using the working hours table, or it can be fixed at any given mode.

Automated AttendantGreetings

When setting up a system, you will need to record the automated attendant greetings. These greetings are not mailbox numbers, rather they are simple prompts, recorded through the system administrator box.

Enter the administrator box designated in Site>Settings. Press # for the administrator menu. Select Option 2 – record a prompt. Enter the greeting number to be recorded and follow the instructions.

The greetings to be recorded are:

100 – Good morning

101 – Good afternoon

102 – Good evening

111 – Company greeting (“Thank you for calling…”)

121 – Instructions (“With a touch tone phone … Press 1 for …”)

CREATING A DEPARTMENT

To add a new department, select the Add New Department icon. Enter in the new department number and if you wish to copy details from a pre-existing department.


Department CREATING A DEPARTMENT

Properties Following is a field-by-field definition and explanation of acceptable Operation Mode entries

Normal – These fields determine which mode the selected department will operate in under Normal conditions. Each mode can contain different main greetings, different operators and different script routings, e.g., Day, Night, Lunch, Auto, and Emergency.

When in Automatic mode, Strata Messaging responds by routing the calls according to the internal clock and the working-hours table (refer to the working-hours table that appears later on in this chapter).

When set manually for Day, Night, Lunch or Emergency Mode, Strata Messaging routes the calls based on the specific set of instructions for the current operating mode.

Holiday – Refer to above [Normal Operating Mode]. The entry in this field will go into effect based on the Holiday Schedule as defined in Site Parameters>Settings>Holiday Table.

Deleting a Department To delete a department, select the Delete Department icon. If the Department has been associated with any mailboxes, a warning message will display and will provide you with the opportunity to associate these mailboxes with a different department.

Using a Script Insteadof Automated

Attendant

In some cases when a more sophisticated automated attendant tree is required, you can override the standard automated attendant that uses the conversion table and the external prompts, and instead use a script.

Set the Department>Properties>Start with Script field to the designated script. The system will automatically start with the script without playing any of the external prompts.

Following is an explanation of how to use these fields.

Start with Script – Strata Messaging will start executing the script selected (100, 101, 102) instead of playing the normal main menu. This option allows for complex menus. Select the appropriate Day/Lunch/Night script.

Override integration with script – Check this box under the appropriate column (Day/Lunch/Night) to force the system to answer every call with a script, even if the call is received internally with integration.

No Response Mailbox – This field is used to tell Strata Messaging where to transfer a caller who does not or cannot respond to a Strata Messaging prompt with DTMF tones.

For example, if this field is left empty, Strata Messaging will hang up on a caller who is not calling from a touch tone telephone.


CREATING A DEPARTMENT Department

Operator Mailbox – This field contains the Operator's mailbox number. The extension number of the operator should be entered when defining this mailbox (in Mailbox administration), so that when a transfer to an operator is requested, Strata Messaging tries the extensions specified for this box (in case there is more than one extension specified, Strata Messaging would try all the specified extensions).

Rings Before Answer Day/Night – This field determines the number of times the port receives ringing before Strata Messaging will answer. Use the drop-down list to select.

Language Default/Alternate – This field determines which languages are used by Strata Messaging. The choices in this field determine which language is the default and which language is the alternate. If an alternate language is used in addition to a default language, the entry in the next field would determine an activating digit.

In order to make the system truly multi-lingual, all Strata Messaging prompts should be recorded in the desired languages.

Digit – If an alternate language is being used, a caller can select this digit from the drop down box and toggle between the two languages any time while listening to the opening message.

Note: It is important to make mention of this digit when recording the opening message.

WARNING! Make sure it doesn’t conflict with other entries in the conversion table!

Directory Mode These fields are used to control the directory assistance list feature. In addition to the lookup directory assistance, in which a caller can dial the digits of the party’s name, Strata Messaging also contains an option to play the entire list of mailbox users and their mailbox number. After pressing the directory assistance key (usually 9 - or as selected in Site -> Settings (Special Keys), the caller may press # to listen to the list. This option can be used in two ways. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

1. Pre recorded file – The system administrator can record a file for each department (e.g. 291.eng for department 1, 292.eng for department 2 etc.). This file contains the recording of the list of names and mailbox numbers of all department members.

2. List – Strata Messaging plays the list of names of all mailboxes and the mailbox number according to the internal database. Owners who wish not to be included in the list may enter a space



before the first and last name in Mailbox Administration, and Strata Messaging will skip their name when playing the list.

To deactivate the directory assistance and use only a pre-recorded list of names, use the Pre-recorded Only option. As soon as 9 is pressed for directory assistance, the directory list is played. If the List Only option is selected, the system will automatically play the mailbox list.

The following information provides an explanation of the option buttons that are displayed in the Directory Mode section of this screen.

Normal option – The caller will be prompted to enter the first few digits of the first or last name (up to 9 characters). The # key will not be active.

Prerecorded and List options – The caller will be prompted to enter the first few digits of the first or last name or press the # key to listen to a list of names.

Pre-recorded Only and List Only options – The caller will hear a list of names. There will be no further input of digits.

Two additional modes of the Directory assistance feature:

Dial by Name – The caller will be prompted to enter the first few digit of the first or last name. If the name is found, the system will read back the name and mailbox number of the person, followed by the prompt “to transfer to this person press 1, to continue press 2.” If there are more matches to the name entry, this process will repeat. The system will play the confirmation prompt even if there is only one match.

Automatic Dial By Name – Same as the Dial By Name feature above, with the slight difference that if there is only one match, the system will read back the name and mailbox number and automatically transfer the call to that mailbox, and will not prompt the caller to press anything.

Note: The system will allow a maximum of 50 matches to any directory assistance request.

Special Keys End Recording Key – This field designates the key press Strata Messaging system will recognize as the signal from the caller to end a recording. Valid entries are 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, *, # or @, which denotes any key.

Directory Assistance Key (Internal) – This field designates the key used for directory assistance in all internal voice mail menus, i.e. when sending a message to another user. This key is not used for the automated attendant directory assistance.

Skip Backward/Forward – This field designates (in seconds) how far backward or forward the system will skip while the mailbox owner is


CREATING A DEPARTMENT Department

listening to messages and presses the digit to fast forward or rewind (From 1-99 seconds).

Play Pause Time – This field defines the interval (in seconds) to wait before the system automatically resumes when pressing the pause digit while listening to messages playback. Pressing any key while in pause resumes playback.

System Timeout – This field defines the number of seconds the system waits for an entry from the user before it times out.

Script Timeout – This field defines the number of seconds a script waits for an entry from the user before the script times out.

Conversion Table Timeout – This field determines the number of milliseconds the system waits for additional digits when a caller is entering digits in a conversion table. For example, if this field is set to 2000 milliseconds, and the caller entered a digit, the system will wait 2000 milliseconds for additional digits. It will then terminate the digit entry.

Wait After Paging – This field determines the number of seconds the system will wait after a paging announcement to a user was made. During this period, the user can call in to the system and request that the caller on hold is transferred to the user’s extension. Once this duration expires, the system will announce to the caller that the user is unavailable and will offer to take a message.

No Response Caller Detection – This parameter, if checked, is used to validate if a caller is still connected to the system before a call is transferred to the no response mailbox. This enables the filtering out of calls that were dropped by the caller, but were not disconnected by the central office or the PBX. If this parameter is used, the caller will be prompted to press a digit. If a digit is not pressed, the call will be disconnected.

Speech Recognition – Not applicable

Operation Mode Control – Not used.

On Fax Tone Transfer to – If Strata Messaging detects a fax signal when answering a line, it will transfer immediately to this mailbox, which is an extension connected to a fax machine. This field is used when the internal fax server is not in use.

Mailbox Length – This field defines the number of digits that make up a valid mailbox number. Strata Messaging automated attendant uses this value to determine if a caller has dialed a mailbox number or a conversion table digit. (Enter from 1-7 digits.) The system responds more quickly if an exact number of digits are entered. This field overrides the similar named field under Site>Settings.

Extension Length – This field defines the number of digits that make up a valid extension number. The maximum is 7, the minimum is 1. This field overrides the similar named field under Site>Settings.



Password Length (Minimum and Maximum) – This field defines the number of digits that make up a valid password number. The maximum is 9, the minimum is 1. This field overrides the similar named field under Site>Settings.

Time Zone – This field defines the Time Zone (and the corresponding offset hours from GMT). If the Time Zone for the department is different from the System Time Zone (as defined in the operating system), the time-sensitive greetings of the current department will be adjusted according to the offset.

Conversion Table After recording the system prompts, you will want to create a corresponding routing scheme. While the user is listening to the automated attendant greeting you want to provide them with one-touch dialing in addition to the ability to dial a mailbox number or press 0 to reach the operator. The one-touch dialing is defined in the conversion table. For each option you want to use as a one-touch number, assign a mailbox number. The automated attendant will execute this mailbox.

Select any valid mailbox number from the drop-down list. These fields instruct Strata Messaging to transfer the call to a specific mailbox or script mailbox in response to a single digit keyed by the caller. The conversion table is used in conjunction with the conversion table time out (Site Parameters>Settings). If the time-out is reached after one digit is pressed, Strata Messaging checks the conversion table to verify the digit has a corresponding mailbox.

Application – You can direct callers to special application files, created using the system application generator (the “Gen.”. This option requires a special IVR license. Please consult with a Toshiba technical support engineer.


CID ROUTING Department

Dir Assist – Determines the key used to access the system directory assistance (applies only to the automated attendant).

Repeat – Repeat the company greeting.

CID ROUTING The CID Routing table allows you to route calls based on the caller ID information. You can use a complete number or a partial number (which includes only the area code, or area code + exchange).

You can bind each number in this table with a specific mailbox (which can also be a lead number for an ACD group or a script mailbox). Additionally, you can specify the type of action to be taken with this number.

For example, you can define specific numbers to always be transferred to a mailbox to take a message, and others to be transferred to a live extension.

The CID Routing table is checked prior to playing the department greeting. For the table to be active, make sure the Activate/Deactivate check box is checked and Activated is displayed.

• To add new numbers to this list, click the New CID icon.

• To remove numbers from the list, check the Delete box in front of the number and then click Save.

WORKING HOURS Following is an explanation of how to use the fields on this screen.

Open – Select the time that day mode should start. Leaving this field with an entry of 12:00 AM tells Strata Messaging to stay in previous operating mode continuously. (Note: 00:00 is midnight in 24 hour format, 12:00 AM is midnignt in 12 hour time format.)

Lunch Start – Select a time when the lunch period begins. If not used, enter 12:00AM.

Lunch End – Select a time when the lunch period ends.

Close – Select a time that the night mode starts.


Department DIRECTORY ASSISTANCE

DIRECTORY ASSISTANCE The Directory Assistance table is used as a Key Press Directory Assistance:

Names can be imported from the mailbox list, and you can enter new names into this list and associate them with mailboxes.

Key Press Directory Assistance – When callers request the directory assistance feature, Strata Messaging checks this table for matches. Only the Day table is used for Key Press Directory Assistance, and the Action field does not play a part.

You may define multiple names pointing to the same mailbox. In other words, you can have the same user be accessed through their first name, last name or any combination as well as nicknames or department names.

Adding and removing names – To add a new name, press the New button and add the required names. Hit the Save button to display the full list. To get existing names from the mailboxes of the current department, hit the Import Mailboxes button.

To remove a name click on remove button next to the name, and hit the Save button.

SCHEDULE With the department scheduler an administrator can define schedules for each department that includes an operator destination, a no response destination, three different system greetings, a speech recognition greeting (not applicable), conversion table and script destination. The schedule may be activated based on a time table that defines a range of dates and/or times of the day to accommodate holidays and special occasions. See Site>Time Table for explanation of the logic of the Time Table. The schedule rules, if executed, will replace the greetings, operator destination, no response destination, conversion table and script destination defined for the current operation mode.

Following is an explanation of how to use the fields on the Department Schedule screen.

Description – Enter a description for the rule.

Handle – Select a time handle, or set to Always.

Script – Enter a script mailbox number to be executed with this rule. If script is used (optional), the greeting and conversion table are not applicable.

Operator – Enter the operator mailbox for this rule.

No response – Enter the no response mailbox for this rule.

First Greeting – Enter the prompt number for the first greeting to be played to the caller. This greeting will be played instead of the operation


SCHEDULE Department

mode dependent greeting (121, 131, etc.) Any prompt number can be used. Prompts are recorded the same way as other system greetings are recorded, thru the Administrator mailbox Telephone User Interface, option 2 (record prompts). A prompt can be any number between 1 and 5 digits.

Second Greeting – This is an optional greeting. Same description as First Greeting. The Second and Third greetings are useful when one greeting needs to be repeated in different schedule rules but also supplemented with additional greetings.

Third Greeting – This is an optional greeting. Same description as First Greeting. The Second and Third greetings are useful when one greeting needs to be repeated in different schedule rules but also supplemented with additional greetings.

SR Greeting – Not used

Conversion Table – Check the Use default box to use the department default conversion table. If the default is not selected, click the EDIT button to enter an alternative conversion table.


Chapter 9 – Class of Service

Each mailbox MUST be assigned a specific Class of Service (COS), which controls its activities. The Class of Service screen displayed on the following page is where these options are defined. The system default COS is 1. Strata Messaging can maintain a total of 999 different classes of service.

Select COS>Class of Service from the menu bar. The Class Of Service screen is displayed:

CREATING a NEW CLASS of SERVICE

Select the Add Class of Service icon to add a new Class of Service. Select a number for the new COS and if you wish to copy the information from a pre-existing COS.

DELETING a CLASS of SERVICE

To delete a COS, select the Delete COS icon. If the COS has been associated with any mailboxes, a warning message will display and will provide you with the opportunity to associate these mailboxes with a different department. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Personal Options Greeting Maximum Length – This field determines the maximum length allowed for recording the mailbox greeting. Enter the desired maximum recording time. For an unlimited greeting length, check the unlimited greeting length field.

Unlimited Greeting Length – See Greeting Maximum Length.

Allow Group Messages – This field determines whether the mailbox user is allowed to send messages to mailbox groups. Click the box to check or uncheck. Groups are defined in the Group Lists section.

Allow Wake up Calls – This field determines if Wakeup call is allowed for this COS. Click the box to check or uncheck.

Change Date on Save – When saving a message, the date can either remain the original date (unchecked) or can be changed to the date when the message is saved (checked) Click the box to check or uncheck.


Class of Service DELETING a CLASS of SERVICE

Play New Messages Automatically – When New Messages is checked, Strata Messaging will automatically start playing messages, if there are new messages, without waiting for a command from the user. Otherwise, the user has to press 1 in the main menu to listen to messages and 1 to listen to new messages. Click the box to check or uncheck.

Message Delete Confirmation – This field determines whether Strata Messaging will prompt the caller to press a key to confirm deletion of a message.

Postgreeting Menu – Not used.

Strata Messaging Play Envelope Information Automatically – This field determines whether Strata Messaging will play the envelope information before/after the message is played.

Play Message Order – This field determines the order of message playback to the mailbox owner. If set to FIFO (first in first out), the oldest message will play first and the most current message will play last. If set to LIFO (last in first out), the newest message will play first, and the oldest message will play last.

You can define the play message order for each of the following categories separately:

• General

• Saved

• Email

• Deleted

Messages Maximum Number of Messages – Enter a number in this field to set the maximum number of messages Strata Messaging will store for the mailbox.

Note: Messages take up disk space so the maximum number allowed should be carefully controlled.

Note: Enter 0 if the mailbox is to function as Greeting only Mailbox.

Maximum Message Length – This is the maximum recording time allowed for messages recorded in this mailbox before the caller is required to add more time to the recording. When setting up scripts, this parameter determines the script live message length the caller is allowed to record. For an unlimited recording time, check the unlimited message length field.

Minimum Message Length – This is the minimum amount of recorded audio that Strata Messaging will consider to be a valid message. Enter the desired minimum recording time.

Maximum Silence during Recording – When Strata Messaging is recording a message, it listens for the silent period when the caller stops speaking in order to determine when to end the recording. If the silence


DELETING a CLASS of SERVICE Class of Service

period exceeds the value entered in this field, Strata Messaging will alert the caller. Once the caller has finished recording the message, Strata Messaging will compress the silence period and store the message.

Note: If G.729 codec is used, silence is reported accurately. If G.711 codec is used, silence may not be detected accurately.

Alert Caller on End of Recording – Strata Messaging will advise a caller leaving a message that the message length is about to reach a pre-set limit. This entry defines when to alert the caller of the approaching limit (how many seconds are left for recording).

Continue – This field determines the action taken after a caller has finished recording a message. Select from the drop box:

• Hangup – disconnects the call.

• Continue – goes back to the entry-level menu.

• Mailbox number – executes a different mailbox (whether it is a script box, transfer or regular message).

Automatic Group Mailing – When this field is checked, it allows the user to create a list of mailboxes on-the-fly while creating a message.

Incoming Calls Auto hold – Check this box to automatically put the caller on hold (if the user extension is busy). This parameter is part of the call query feature.

Call Screening – This field determines if the owner is allowed to use the call screening feature. If unchecked, the feature will not operate for this COS, overriding the entry in the mailbox screen. This field entry must be checked for the mailbox screen entry to take effect. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Follow me – This field determines whether a mailbox owner with this COS is allowed to use the follow Me feature. If checked, callers may be linked to off-PBX phones (such as the user's home phone). PBX Parameters information is required in order to implement this function. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Note: The follow me feature will override the transfer supervision settings, and will always be a fully supervised transfer.

Follow me Connect Verification – When a call is forwarded to a follow me number, the user will be prompted to press the # key to connect the call, this is referred to as the Connect Verification. To cancel the connect verification, uncheck this box.


Class of Service DELETING a CLASS of SERVICE

Maximum Calls on Hold – This field controls how many callers may be put on hold in Strata Messaging for a mailbox holder with this COS. Calls held in Strata Messaging tie up the port until the call may be transferred to the mailbox extension. This feature is part of the Call Queuing defined in Site Parameters>Settings>Call Queuing.

Callout Number Length – This field determines the maximum number of digits allowed in a callout operation. It is useful for toll restriction. You can prevent a user from dialing long distance by limiting the number of digits to a local number length.

Note: This field affects the Follow Me functionality.

Maximum Follow-me ports – This field determines how many ports can be used for a parallel follow-me transfer.

Maximum Message Notification ports – This field determines how many ports can be used for a parallel message notification.

Transfer Supervision This field determines how Strata Messaging handles call transfers. Options follow. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Blind – Strata Messaging will transfer the call and immediately drop it. The PBX is then responsible for the call termination. Make sure to redirect extensions to voice mail on busy and no answer.

Full Supervision – Strata Messaging will transfer a call and supervise it until it receives an event that indicates answer, busy or no answer.

Partial Supervision – Strata Messaging will transfer a call and wait for the first ring. It will drop the call if it receives a first ring or a connection, but will retrieve the call if the extension was busy.

Number of Rings before Answer – This field determines how many times the extension will ring before Strata Messaging decides the phone has not been answered and retrieves the caller for further action. This entry should be tailored to the mailbox holder's normal routine. If the mailbox holder normally is near the extension, the entry should be low, typically 4 or 5 rings. If the mailbox holder typically works at a distance from the extension, increase the number of rings accordingly.

Note: This setting is relevant only when the supervision level is FULL for this mailbox.

Ringer MWI If a mailbox has the MWI type set to R (Mailbox>Message Light), then use the following parameters to set the times and intervals that Strata Messaging will call the extension to notify new messages have arrived.


DELETING a CLASS of SERVICE Class of Service

Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

From/To – This field determines the time period for this COS during which Strata Messaging will attempt to activate the ringer message indicator for the mailbox.

Every minutes, ring times – The first field determines how often to ring an extension for message reminders. The second field determines how many times to ring the extension.

Housekeeping Options Days to keep NEW messages – This field determines the length of time to store a new message before automatic deletion by housekeeping.

Days to keep SAVED messages – This field determines the length of time to store a saved message before automatic deletion by housekeeping.

Days to keep FAX messages – This field determines the length of time to store a fax document before automatic deletion by housekeeping.

Days to keep DELETED messages – This field determines the length of time to store a deleted message before automatic deletion. During this period the user can undelete the message using the telephone interface or using IMAP unified messaging.

Erase NEW messages automatically – Check this field to automatically erase NEW messages at the end of the Days to keep NEW messages period. If this field is unchecked the message will marked for deletion, and the user will be prompted to either erase or save the message.

Erase SAVED messages automatically – Check this field to automatically erase SAVED messages at the end of the Days to keep SAVED messages period. If this field is unchecked the message will marked for deletion, and the user will be prompted to either erase or save the message.

Erase FAX messages automatically – Check this field to automatically erase FAX messages at the end of the Days to keep FAX messages period. If this field is unchecked the message will marked for deletion, and the user will be prompted to either erase or save the message.


Chapter 10 – Site Parameters

Each customer location where a Strata Messaging system is installed is referred to as a site and must be customized to that site’s environment. Specifically, this involves configuring several sections of the system, including:

• Site-specific voicemail parameters

• PBX Port definition

• Department definition

General From the menu bar, select Site Parameters>General. The Site Parameters - General screen is displayed:

The following is a field-by-field definition and explanation of acceptable entries.

Company Name – Enter the company name of the site where the Strata Messaging system is installed. (1-30 characters).

Address 1 – Enter the physical address where the Strata Messaging system is installed in the Address1 field. (1-30 characters).

Address 2 – Enter room numbers etc., in the Address 2 field.

P.O. Box – Enter a P.O. Box, if applicable (1-6 characters).

City – Enter the city where the Strata Messaging system is installed (1-30 characters).

State – Enter the two-letter state abbreviation where the Strata Messaging system is installed.

Zip – Enter the site location zip code or zip+4 number (5 or 9 numeric characters).

Telephone – Enter the site’s primary phone number.

Modem – Enter the site location’s modem number.

Fax – Enter the site location’s fax number (up to 10 numeric characters).

Administrator Name – Enter Strata Messaging System Administrator's name (from 1-31 characters).


Site Parameters SETTINGS

Administrator Box – Enter Strata Messaging System Administrator's mailbox number. This mailbox number is used to define administrator’s rights, and is essential to access the system remotely.

Number of Trunks – Enter the number of Central Office trunks connected to the PBX (from 1-999 numeric characters).

Number of Extensions – Enter the number of extensions connected to the Strata CIX system (from 1-99999 numeric characters).

Voice Mail Hunt Group Number – This field defines the actual hunt group pilot number that the Strata CIX system uses in the Park and Page feature. Strata Messaging Public Announcement feature announces the name of the subscriber, and asks him/her to dial the number that appears here in order to connect to the incoming caller (1-7 digits). Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

SETTINGS From the menu bar, select Site Parameters>Settings. The Site Parameters - Settings screen is displayed:

The following is a field-by-field definition and explanation of acceptable entries.

Special Keys Default Assistant Key – A user can define from the telephone user interface an assistant mailbox. This mailbox corresponds with an entry in the conversion table of the mailbox. Any key in the conversion table can be designated as an assistant key. If no key is specified, the Default Assistant Key will be used. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Emergency Contacts Emergency Numbers – Not used.

Emergency Mailbox – Not used.

Security Mailbox Length – This field defines the number of digits that make up a valid mailbox number. Strata Messaging automated attendant uses this value to determine if a caller has dialed a mailbox number or a conversion table digit. (Enter from 1-7 digits.) The system responds more quickly if an exact number of digits are entered.

Extension Length – This field defines the number of digits that make up a valid extension number. The maximum is 7, the minimum is 1. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.


SETTINGS Site Parameters

Password Length – This field defines the number of digits that make up a valid password number. The maximum is 9, the minimum is 1. The system responds more quickly if fewer numbers are entered.

Greeting Hours Strata Messaging announces “Good Morning, “Afternoon, “Evening” depending on the time of day. Entries in these fields determine the time periods for these categories. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Note: A situation can occur in which the time greeting set here is “Good morning,” yet the department greeting which is set in the Department menu still indicates that the office is closed (night mode).

The System Defaults are: Morning - 12:00 AM, Afternoon - 12:00 PM, Evening - 05:00 PM.

Morning starts at (prompt 100) – Select from the drop-down list the time that Morning starts at this site and the system plays the appropriate prompt.

Afternoon starts at (prompt 101) – Select from the drop-down list the time that Afternoon starts at this site and the system plays the appropriate prompt.

Evening starts at (prompt 102) – Select from the drop-down list the time that Evening starts at this site and the system plays the appropriate prompt.

Call Out Retries Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Note: Examples of Call Outs that Strata Messaging performs include wake-up calls, remote message notification, etc.

No Answer – This field defines the time interval in minutes between Call Out attempts, upon reaching no answer (enter 1-999 minutes; the default is 30).

Busy – This field defines the time interval in minutes between Call Out attempts, upon reaching a busy signal (enter 1-999 minutes; the default is 3).

System Parameters Wait after paging – This field determines the duration (in seconds) of the paging feature. This is the time a caller can wait on the line while Strata Messaging is paging a subscriber. If the subscriber has not contacted the system within the time identified here, the caller is instructed that the subscriber is not available.

Weekday definition – Check the appropriate boxes to define which days the system will regard as a weekday. Any day not checked will be regarded as a weekend day (used in wake-up).

Sync Names with PBX – Not supported.


Site Parameters SETTINGS

Call Queuing Strata Messaging system has a built-in call queuing feature. When the auto-attendant detects a busy event from an extension, it can be set to allow the caller to be placed on hold, in a queue. Strata Messaging will arrange all incoming calls to this extension in a queue, and will let each caller know their position in the queue. The system will try transferring the caller to the extension after a certain period of time. If the extension is still busy, the system will announce to the caller their position in the queue. While holding, Strata Messaging can play promotional announcements to the caller. Refer to Voice Prompts for information on how to activate these prompts.

Notes:

• Call-Queuing features operate in a full-supervised environment (refer to “SUPERVISED vs. UNSUPERVISED CALLS (Blind Transfer)” on Page 2-2.

• Call-Queuing can only be used through Strata Messaging Automated Attendant system feature.

The following parameters need to be set in order to activate the Call Queuing feature.

Maximum ports on hold – Select the total number of ports from the drop-down list that will be placed on Strata Messaging system’s hold simultaneously. The number entered here will define the MAXIMUM regardless of the number allowed in a given COS (from 0-24).

Note: For optimum efficiency, the maximum number of ports on hold should not exceed more than half the total number of available ports.

Time interval between busy – This field controls the timer that determines how often Strata Messaging checks a call that is on hold to see if the called party's extension is still busy. This time is used in conjunction with the next field. Enter the duration between checks (from 5-999 seconds).

Maximum Retries on Busy – This field identifies how many times the system will retry a busy extension. When this maximum is reached, the caller is offered an opportunity to leave a message or try another number (from 1-99 numeric characters).

HouseKeeping Strata Messaging has a housekeeping mechanism, which cleans old messages, according to parameters defined in Class of Service menu.

Day – Select from the drop down list box which day house keeping will be performed. The system default, Daily, is recommended.


GLOBAL CID ROUTING Site Parameters

Time – Select from the drop down list box the time house keeping will begin. This time should be at a no/low traffic period. Typically, this is between midnight and 6 A.M.

Purge Reports – Select from the drop down list box the number of month after which the system will delete old report data (data including message log, outgoing fax log and call reports).

Run Backup Run-backup runs a script which dumps data and packs it.

Day – Select from the drop-down list box which day the Run-backup script will occur.

Time – Select from the drop-down list box the time the Run-backup script will occur.

Script – Enter the script name (Default is smbackup).

GLOBAL CID ROUTING From the menu bar, select Site Parameters>Global CID Routing. The Site Parameters - Global CID Routing screen is displayed:

The CID Routing table allows you to route calls based on the information entered in the Caller ID column. You can bind each number in this table with a specific mailbox (which can also be a lead number for an ACD group or a script mailbox), then specify the type of action to be taken with this number.

For example, you can define specific numbers to always be transferred to a mailbox to take a message, while others can be designated to transfer to a live extension.

• To add new numbers to this list, click the new button.

• To remove numbers from the list, place a check in the remove box, and click save.

The CID routing table is used in conjunction with the Script action CID Routing. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

The following is an explanation of the columns and acceptable entries on this screen.

Caller ID Number – In the Caller ID Number column, enter a complete number or a partial number (area code only, or area code + exchange).

Mailbox – From the Mailbox column, select the mailbox number from the drop-down list box to bind with the caller ID number.


Site Parameters HOLIDAYS

Action – From the Action column, select the appropriate action to be taken with this number from the drop-down list. Available Action options follow below.

Transfer – The system transfers the call and acts according to the settings defined in the Mailbox menu.

Enter Mailbox – The system automatically opens the mailbox and prompts the user for a password.

Take Message – The system automatically takes a message in the assigned mailbox.

Busy – The system automatically plays the "Busy" greeting in the assigned mailbox.

No Answer – The system automatically plays the “No answer” greeting in the assigned mailbox.

Hang Up – The system simply hangs up.

Trans. Ext. – Transfers to the extension selected. The transfer supervision is based on the class of service of the mailbox. If the call is supervised and it was not answered or was busy, the greeting of the original mailbox will be played and a message will be taken in the original mailbox.

HOLIDAYS From the menu bar, select Site Parameters>Holidays. The Site Parameters - Holidays screen is displayed.

Strata Messaging allows you to pre-program up to 16 holiday messages and their dates into the system. When the internal calendar matches one of these dates, the appropriate holiday greeting will replace the instruction greeting (e.g., 121, 131, 141…). The appropriate operation mode is defined in the Department menu, in the Holiday Operation field, and will become active as well. After the holiday message is played, the defined department greeting will begin.

The following is an explanation of the columns and acceptable entries on this screen. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Prompt – This displays the prompt number that will play on the holiday specified.

Note: This column is hard-coded. The prompt number that is displayed here is defined in the System Administration menu under the To Record a Prompt option.

Holiday Name – Enter the Holiday Name (1-16 characters; information only).

Date – Enter the date of the Holiday, or select the month and the day from the drop-down selection calendar. Each message will play during the entire 24-hour period of the designated date.


PA SETTINGS Site Parameters

PA SETTINGS From the menu bar, select Site Parameters>PA Settings. The Site Parameters - PA Settings screen is displayed:

Strata Messaging has the ability to activate the public announcement (PA) feature of the PBX. Defining the settings in this area allows you to specify the day and time the PA system will play the designated prompt number. Setting the PA zone defines the area that hears the page. Prompts fall under the same numbering scheme as designated in the System Administration menu. Strata Messaging can be programmed to make up to Three hundred special pre-recorded announcements to be played back at specific times and days.

The following is an explanation of the columns and acceptable entries on this screen. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

Prompt Language

Select the PA Prompt Language from the drop-down list box. Paging prompts as well as RAN languages will be played in this language. When recordings these prompts, make sure you are logged in using the correct language as explained in System Administration.

Number – This column displays the ID numbers for the available schedule assignments. This column is hard-coded and cannot be changed.

Prompt – This column displays the prompt number for a specific schedule announcement.

Day – Select a day from the drop box to define the day(s) on which a scheduled PA announcement will be made. Options are: Daily, None, Day of week.

Time – These columns set the time for a scheduled announcement to be made. Select the time from the drop boxes (format HH:MM AM/PM). The default is 12:00 AM.

Zone – This column defines the P.A. zone access code to which an announcement is directed. Enter the page zone access code. The access code entered MUST match the desired PBX paging access code. Options are: 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, * or # or use “,” for pause. The default is blank.

GLOBAL GROUPS From the menu bar, select Site Parameters>Global Groups. The Site Parameters - Global Groups screen is displayed.

Global Groups are available for all mailboxes. The instructions on how to create remove or add a group are the same as they are with creating a personal group. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.


Site Parameters NET MAPPING

NET MAPPING From the menu bar, select Site Parameters>Net Mapping. The Site Parameters - Net Mapping screen is displayed:

In this area you can define the voicemail systems, Strata Messaging and non-Strata Messaging, which are on remote locations but can be accessed either with Strata Messaging Networking and/or the AMIS Protocol. (Strata Messaging Networking, AMIS License required).

Strata MessagingNetworking

Users in one location will hear the sender’s name when listening to a message or a recipient’s greeting when sending a message. With Strata Messaging Networking, there is a common directory and it supports groups for all systems and Class of Service. It checks the recipients COS and if there are rules defined that do not allow for a certain action, it alerts the sender that they cannot send to this user.

IMPORT DATA FROM FILE From the menu bar, select Site Parameters>Import Data from File. The Site Parameters - Import Data From File screen is displayed.

To add a batch of new mailboxes or Caller ID routing numbers, you can import data from a text file. You need to specify the text file by pressing the Browse button and selecting the file from your local system. Once the file is selected, press the Load Mailbox File or Load CID File button.

When adding mailboxes, you have three options to resolve conflicts with existing mailboxes (that is if the file you are uploading contains mailboxes that already exist on the system).

Ignore existing mailboxes – If a mailbox in the file already exists in the system, the mailbox from the file will be ignored.

Update existing mailboxes – The data from the file will override the existing data in the mailbox.

Update and reset mailboxes – The data from the file will override the existing data in the mailbox, all messages in the mailbox will be removed and the first time user. flag will be reset

Import File Format The following file format should be used for importing mailboxes:

Mailbox, FirstName, LastName, COS, Department, Ext. 1, Reply_to_address, email_address, password, Role, Language

All fields should be separated by a comma followed by a space. Empty fields should contain only a space.

For the language field (the last field in each row) use the following values:

ENG US English

UKE UK English


MAILBOX MAPPING Site Parameters

SPA Spanish

POR Portuguese

FRA French

HEB Hebrew

RUS Russian

GRE Greek

FLE Flemish

CHI Chinese Mandarin

CAN Chinese Cantonese

ITA Italian

For CID routing

cid, owner, cidmb, type

where:

cid = the cid number

owner = the mailbox to which this routing belongs. If it is department 1, the owner is D1.

cidmb = the mailbox to transfer to

type = the action to take with this cid (according to the cid screen)

MAILBOX MAPPING The Mailbox mapping screen allows you to map non-existent extension numbers onto existing mailboxes. As a result, when the system receives the “source” number specified in the mailbox mapping screen, it will attempt to access the mailbox specified as the target. This will occur both on automated attendant calls as well as calls forwarded by the PBX directly into voicemail.

To map a non-existent extension number to an existing mailbox, follow these steps:

1. Enter the non-existent extension number in the Source field.

2. Select the “Target” mailbox number from the drop-down list.

3. Click the Save button.

Using the Wild Card The wild card option lets you map several extensions that begin with the same number to one or more target mailboxes that begin with the same number, at one time.


Site Parameters TIME TABLE

Example:

Enter the first number only of the non-existent extension number(s) in the Source field.

e.g., 4XXXX

Instead of selecting the target number from the drop-down list, manually enter the first number of the targeted mailbox numbers that you want to map to as:

e.g., 5XXXX

Note: You can specify that all calls that come into extensions that begin with 5XX be directed to take a message by all mailboxes that begin with 7XX, but you must make sure that the number of (X’s) match.

TIME TABLE Time Handles allow you to limit access based on time and date. To set up a Time Handle you first define a time table under Site Parameters>Time Table. Each time table will be automatically assigned a time handle (the first column). To create a new entry, click the New Time Table icon. This will open a time table window.

There are three parameters you can set for each Time Table:

• Date Range

• Day of Week Schedule

• Day of Month Schedule

Date Range Refers to range of dates user is granted access. In the following example, the user has access Jan 1-34, 2008 and Jan 10-11, 2008.

Day of Week Day of week refers to the time slot the user has access each day of the week. If the date range doesn’t allow access on a particular day of the week you can leave those days blank. If a day is left blank but the user does have access that day based on date range, the user will have no time restrictions on access for that day.


ALERTS Site Parameters

Building on our previous example, the user has access from 9-12 am on the two Thursdays and 12-3 on the two Fridays he is granted access.

Day of Month Day of month refers to the days of the month the user has access. You can use this field independently of the Date Range. Enter in the days followed by a semi-colon; (e.g. 1;15;)

In the following example the user has access the 1st and 15th of each month. A Day of Week schedule was set up for all 7 days of the week as the 1st and 15th falls on different week days each month.

ALERTS Alerts can be sent on various events that occur in the system. These alerts are sent as an email message through the SMTP server, configured under Registry>SMTP. Alerts can be found in the Controller under Registry>Alerts


Site Parameters ALERTS

Administration Mail server: mail server address to be used for sending alerts if none specified, the system will use the default SMTP defined under Registry>SMTP.

SysAdmin 1 and 2: the primary and secondary email addresses of where you want the alerts sent.

Channel Alerts Channel Time and Repeat Channel Time are used are used for a notification when a channel is being used over a certain amount of time.

Channel Time: enter in an amount of time, in seconds, that a channel will be in use before an alert is sent. When this alert is sent, the system will also reset the channel and will go on hook. If this functionality is not desired, uncheck the box next to Channel Time and Repeat Channel.

Repeat channel time: enter in an amount of time, in seconds, that you wish an additional alert to be sent if the channel is still in use.

Channel Time Message: The default text reads Channel_%d_is_stuck_for_%d.

The first %d refers to the channel number and second %d refers to the time (in seconds). This text can be customized as long as %d is kept in place.

For example: If the first %d is set to 900 and the second %d is set to 100, the first notification will be sent after 900 seconds, and will be repeated every additional 1000 seconds.

Percent of Busy Channels sends an alert when a defined percentage of busy channels has been reached.

Percent of Busy Channels Message: The default text reads Channels_in_use_%d.

%d refers to the percentage of channels in use. Message can be customized as long as %d is used.

For example: if there are four channels and the percent busy is set to 75, a notification will be sent when 3 channels are busy.

Maximum Disk UsageAlerts

HD Used refers to the percentage of hard drive used before an alert is being sent. HD Used Repetitions refers to how many times to send the message.

For example: If HD Usage is set to 80 and HD Usage Repetitions is set to 3, when hard drive usage hits 80%, 3 alerts will be sent.

Every time the system restarts, the count will start again.

Database errors If there is any database error the system will send the text of the error.

%s refers to the error string. This field can be customized, for example: This is the database error: %s.


Chapter 12 – Voice Prompts

SETTING UP VOICE PROMPTS

This chapter provides the user with information on how to set up voice prompts in Strata Messaging system.

As of version 10.4, system greetings are recorded in MuLAW (also referred to as ULAW) format (8000Hz sampling, mono, 16 bit).

All greetings are recorded using the System Administrator option number 2 – record prompts.

Each set of language prompts is stored in a different directory, and the extension of the file name identifies each language: e.g., ENG for English, FRA for French, SPA for Spanish, etc.

Except for the first three prompts (100, 101 and 102), the holiday greetings (171-185) and the paging announcements (281-288), which are system wide, each department has its own set of prompts. The last digit or digits of a prompt number indicate the department.

Examples:

Prompt 111.ENG is the main greeting for department 1.



General CompanyPrompts

100.ENG Good morning

101.ENG Good afternoon

102.ENG Good evening

These are the first prompts played in the system except for scheduled holidays. Strata Messaging will play these prompts automatically according to the clock settings. The prompts will be played if the setting for these prompts is activated.

111.ENG - 11999.ENG – Main greeting for each department.

Example: Thank you for calling the XYZ Company.

121.ENG - 12999.ENG – Day/Time/Action for each department.

131.ENG - 13999.ENG – Lunchtime action for each department.

Example: with a touchtone phone you may dial your party's extension at any time. For directory assistance dial "9," or hold for an Operator.


Voice Prompts SETTING UP VOICE PROMPTS

141.ENG - 14999.ENG – Nighttime action for each department.

Example: our office is currently closed. However you may dial your party's extension at any time to leave a message. For directory assistance Dial “9.”

151.ENG - 15999.ENG – Emergency mode action for each department...

Example: we are closed today due to bad weather conditions. If you wish to leave a message, dial your party's extension, or for a general message, wait for the tone

171.ENG - 185.ENG – Holiday mode action (system wide).

Example: we are closed for the holiday. If you wish to leave a message dial your party's extension, or to leave a general message wait for the tone.

791.ENG – 79999.ENG – (Not applicable) Speech recognition instructions (only for use when speech recognition is available and activated).

Example: you may say the name of the person or department you would like to reach or use the keypad to enter their extension number. Say Operator or press 0 at any time to speak with an operation.

191.ENG - 19999.ENG – Hold announcements.

281.ENG - 288.ENG – 8 Paging announcements (system-wide).

291.ENG - 29999.ENG – Directory assistance list.

Example: For Joe Smith dial 123, for Jane Doe dial 321.

111.ENG – This prompt identifies the system department that is being called. 111 is the prompt for the first of the nine departments available in one Strata Messaging system. This prompt is available to all 999 departments as numbers 121 through 12999.

121.ENG - Day Greeting – This portion of the greeting deals with actions that a caller can take, such as dialing a number for an extension or for a listed department, etc. These actions are determined by the operating mode of the system (such as operator's extension, alternate operator, etc.). This prompt is available to all 999 departments as numbers 121 through 12999.

131.ENG - Lunch Greeting – This prompt, if recorded, is designed to instruct a caller to take different actions intended specifically for lunchtime. This prompt will be played when the system enters into the lunch mode (either manually or when the automatic mode switches to the lunch setting) where different extensions are assigned to answer as operator and alternate operator. This prompt is available to all 999 departments as numbers 131 through 13999.

141.ENG - Night Greeting – This prompt, if recorded, is designed to instruct a caller to take different actions intended specifically for night time


SETTING UP VOICE PROMPTS Voice Prompts

(usually after working hours). This prompt will be played when the system enters into the night mode (either manually or when the automatic mode switches to the night setting) when different extensions are assigned to answer as operator and alternate operator. This prompt is available to all 999 departments as numbers 141 through 14999.

151.ENG - Emergency Greeting – This prompt is designed to be played in case of emergency, when the system is switched to the emergency mode. This prompt is available to all 999 departments as numbers 151 through 15999. If there is only one department in the system, the emergency greeting can be edited from the “for emergency greeting” menu option of the Administration Menu.

171.ENG-185.ENG - 16 Holiday Greetings – Holiday Greetings are system greetings. They are shared by all departments. If recorded and scheduled, these greetings will be played before all other prompts when a call comes in on a scheduled holiday.

281-288 – 8 Paging Announcements – These are system prompts. They are shared by all departments. Eight different paging announcements are available to be played on a public-address system.

Note: Refer to Chapter 10: Site parameters for scheduling and paging zones.

191 - On-Hold Announcements – Strata Messaging allows each department its own on-hold prompts. These can be promotional prompts and are recommended not to exceed 60 seconds per prompt.

Note: This is not the system music on hold. They are only heard by the caller if they are put on hold within Strata Messaging, in the following instances:

• While overhead paging a user

• In Call Queuing

• While a caller is put on hold using Strata Messaging Client 291-299 - Directory Assistance List

Strata Messaging allows each department to record the list of all the mailbox owners and their mailbox number, to be played in directory assistance when the caller requests a list of all members. Department 1 – 29999.

01-50 – ACD-Queue announcements – Not used


Chapter 11 – Strata CIX Interface

A successful installation begins with a good integration. This chapter discusses the issues that must be addressed when integrating with the Strata CIX system.

STRATA MESSAGING SIP INTEGRATION

In the following, the term PBX refers to the Strata CIX system.

Strata Messaging SIP system communicates with the Strata CIX system using SIP (Session Initiation Protocol). For SIP to function properly, you will need to define the following parameters, which can be found under Registry>VOIP.

SIP Sessions – The maximum number of SIP sessions that will be created. For example, set this parameter to 4 and the Strata Messaging system will start 4 SIP sessions (equivalent to 4 channels in TDM). This is useful for debugging purposes. This parameter will be superseded by the maximum number of channels allowed in the system license.

SIP PBX address – This is the IP address of the MIPU/GIPU in the Strata CIX system.

SIP PBX port – Set this to 5060 (default).

Strata Messaging SIP port – Set this to 5060 (default).

RTP Base Port –The first IP port to be used for audio transmission (via RTP). The default is 30000.

Parameters From the menu bar, select PBX>Parameters. The PBX-Parameters screen is displayed:

This screen is divided into the following grid areas:

• PBX Dial Strings

• Signaling

• Message Waiting Indicator

• Timers

• Disconnect Detection

• Silence

• DTMF

• Dial Tone

• Conference Sequence


Strata CIX Interface Parameters

• Mode

Most of the parameters will not need to be changed.

Transfers Strata Messaging automated attendant transfers calls to extensions just like a telephone. It places the call on hold, dials the extension number and will either hang up immediately or monitor the call’s progress, depending on the type of supervision (Full Supervision, Partial or Unsupervised transfer) that you have defined in the COS (Class of Service) function menu. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here.

The following is a field-by-field definition and explanation of acceptable transfer entries.

PBX: Toshiba CIX Dial Strings – Toshiba CIX (The name of PBX system model displayed.)

Transfer Sequence – Not used

Outbound Calls Prefix – Enter the prefix that Strata Messaging needs to access an outside trunk. This needs to be a valid prefix with adequate permissions in order to dial out

Direct Dialing to Extensions – By default, this field is left blank and Strata Messaging will direct dial. If you want to override this, enter the desired prefix to instruct Strata Messaging to dial (e.g., 1 followed by the extension number).

Default Area Code – This field identifies the default area code where Strata Messaging is located. It is used for the Follow me feature and Call-outs. This should be left blank to avoid having the system truncate the number by deleting the area code.

Paging Access Code – This is the code the system needs to dial to activate the PA system. Please refer to the Cross Reference Table in the Appendix for additional information on the entries made here. Default is #30.

After Busy – Not Applicable in SIP

After No Answer – Not Applicable in SIP

After Call Screening – Not Applicable in SIP

Pick Up – Not Applicable in SIP


Parameters Strata CIX Interface

Timers The following fields define the duration of the pause in the Transfer sequence and must match the flash timer on the Strata CIX system. If the flash timer is not set correctly, transfers will result in a hang up.

Strata Messaging uses standard SIP REFER message to transfer calls. No need to define anything in this field (only applicable in SIP).

Flash Timer – Not Applicable in SIP

Normal Pause – This field defines the standard pause interval in milliseconds.

Extended Pause – This field defines an extended pause interval and is designated with a comma “,” or series of commas.

Example: if the Normal Pause field is defined as 2000, then “,,,,” would define an extended pause of 8000 milliseconds.

Wait for Dial Tone – Not Applicable in SIP

No dial Tone delay – Not Applicable in SIP

Call Out Delay – Not Applicable in SIP

Disconnect Detection There are four methods of disconnect detection. These are not applicable in SIP.

Conference Sequence The Conference Sequence is used when the Follow-me or Call-back features are used. See Mailbox>Follow me.

Put First on Hold – Not Applicable in SIP

Dial Second Line – This field tells Strata Messaging what to dial to access a second line. Valid entries are 0, 1, 2...9, *, # /. Use “,” for pause.

Conference – Not Applicable in SIP

Reconnect If Busy – Not Applicable in SIP

Reconnect If No Answer – Not Applicable in SIP

Conference Mode: Supervised/ Non-supervised – If the Supervised radio button is selected, Strata Messaging stays on the line.

If the Non-supervised button is selected, Strata Messaging creates the conference call and drops off the line.

Note: Not all PBX’s allow Trunk-to-Trunk conferencing.


Strata CIX Interface TRUNKS

To verify that call transfers are set properly, simply call the main auto attendant and press the mailbox number. Strata Messaging will transfer you to the extension. Make sure to pick up the extension and verify the call is connected.

If transfer is not working properly, check the following:

• If you dialed a mailbox number and the system prompted you with “Incorrect entry,” check that the mailbox exists (use Mailbox to check this) and if it does not exist, create one.

• If you dialed a mailbox number and you immediately went into voice mail, check that the mailbox has an extension number (Mailbox>Transfer) and transfer is set to Yes.

• If the call is transferred to the extension, but when you answer the call the PBX drops it, make sure the flash timer PBX>Parameters>Timers>Flash and PBX>Parameters>Timers>Pause is set properly.

TRUNKS Not applicable

PORT DEFINITION From the menu bar, select PBX>Port Definition. The PBX–Port Definition screen is displayed.

This menu correlates Strata Messaging ports with their extension numbers.

Following is a field-by-field definition.

Extension – This is the extension number to which the particular port is connected. Enter from 1 ~ 5 digits.

Department – From the drop-down list, select the desired department file to be played when a call is answered by Strata Messaging.

Receive Calls – This field determines if the port is allowed to receive incoming calls or not. Select Yes/No from the drop-down list. Make sure that this information corresponds with the information in PBX Integration to avoid a conflict

Initiate Calls – This field determines if the port is allowed to initiate outgoing calls. You can specify the type of callout activity it is allowed to perform for each port. Please refer to the Cross Reference Table in the Appendix for additional information.

Example: Turn on/off message waiting lights (MWI), call out to pager, cell phone or any other external number (CallOut), dial out public announcements(PA), send out faxes (FAX), or execute outbound call


PORT DEFINITION Strata CIX Interface

record (RECORD). If you select yes, the port is allowed to call out for any reason.

The default is: All Ports = Yes.

Note: Do not set all ports in a system to initiate calls. Not more than 50% of your channels should be set to initiate calls.

Mode – This field determines whether the port will operate as a complete Automated Attendant and Voice Mail system (i.e., transfer calls and take messages.) If defined as Voicemail, it would function as a Voice Mail system only (i.e. take messages only). Please refer to the Cross Reference Table in the Appendix for additional information.

PSTN Gateway – Not used


Chapter 13 – Scripts

In addition to the standard department menus and mailbox greetings, Strata Messaging allows for customized routines, called SCRIPTS, which are used for directing callers around the system. Scripts can also be used to provide various choices to the caller as well as being the standard tool for setting up “Audio Text” mailboxes and building custom applications. This chapter will provide an overview of how scripts operate, and how they can quickly and easily be used to build custom applications.

OVERVIEW Any mailbox in Strata Messaging system can be defined as a script. As such, it can be constructed to provide interactive information to the caller, ask questions and save the recorded answers as incoming messages, or present the caller with options in the script to access other areas of the system. A script can be used to replace the standard opening greetings of a department. It resides in an already created mailbox and is referenced by diverting a call to the mailbox. Once a caller is routed to the mailbox that holds the script, a list of choices is provided to the caller.

Scripts have many different applications, including:

• Providing callers access to other departments.

• Transferring callers to other mailboxes.

• Allowing callers to interactively answer a questionnaire.

• Providing callers with access to recorded information, etc.

It is possible to simultaneously operate scripts in different languages.

CREATING A SCRIPT In order to create a script, a mailbox must first be defined as script.

1. Go to Mailbox > Properties in the WebController, and define as script in the Mailbox Type field.

Note: The script will be active only if the mailbox is set to script.

2. Set the transfer mode to Yes or No.

• If the transfer mode is set to No, the script will start automatically.

• If the transfer mode is set to Yes, the system will transfer the call to the extension first, as though it was a normal mailbox, and then go to scripts. This is useful if transferring to an extension in an ACD group environment, in which case the


Scripts RECORDING A SCRIPT VOICE FILE

script would be executed only if the extension or ACD group is busy or does not answer.

Go to Mailbox > Scripting > Script. The Mailbox-Script screen will display.

Scripts are composed of Action Lines. They always begin on line 1 and can contain up to 15 lines. Longer scripts can be created by executing a TRANSFER to another script located in another SCRIPT mailbox. This process allows for greater flexibility and restrictions on the length and complexity of a script are eliminated.

A script line consists of two main elements; a voice file played for the caller when the script line is entered, and then the action the line is to perform, along with any required parameters.

The voice file for each line is stored in the subdirectory of the SCRIPT mailbox, under the name linexx, xx representing the line number.

RECORDING A SCRIPT VOICE FILE

Enter the script box as a subscriber (with #), and follow the prompts to record a line file. Record the file you desire, and save it under the correct subdirectory and name.

Note: Voice files are needed for script operations. These files should be recorded in a quiet location using the telephone handset. Most speakerphones normally have poor voice quality.


Line 1-15+ – This column is NOT programmable. The line number is the ACTION LINE number. The number may be used in other fields to instruct Strata Messaging to jump to or return from a specific ACTION LINE instruction.

While 15 lines are initially displayed in the script screen, you can add additional lines, up to a total of 50 lines. The Add Script Line button will add additional lines, while the Remove Script Line button will delete any additional lines you have added. If you use the Remove Script Line button on lines 1-15, only data will be removed, not the line number.

Prompt – The prompt number is used to identify the prompt for this script line. Any lines that do not have spoken files should have this field cleared. You can use the same prompt in more than one line (if the line needs to repeat the same message), and the prompt number does not have to correspond to the line number. Select a 1 or 2 digit number from the drop-down list box.

Action – This drop-down list box determines the action that Strata Messaging is to take when a caller is directed to this line. For each action function, there is a successful result (OK) or an error (ERR). The available


RECORDING A SCRIPT VOICE FILE Scripts

options for Action Function Descriptions are shown below, describing what each function does, and what possible results it might have.

OK / ERR – The OK and ERR fields are provided to handle the result of an action, whether it is successful (OK) or faulty (ERR). This field determines where in the script Strata Messaging will continue after an action line is completed.

From the drop down list box, select 99 to hang up, 0 to return to the original main-menu, or 1-15 to jump to another line in the script, 97 to play Directory Assistance, 96 to return to the original main menu as if it is a new call.

Parameter – When used in conjunction with MENU 1 DIGIT this field is a translator. The caller presses a digit and the digit is translated by Strata Messaging to a number (one or two digits long) that directs the caller to another ACTION LINE, or hangs up if 99 is entered.

Note: Each action has a different OK and ERR response based on that action. Action Function Descriptions, OK and ERR responses are as follows.

MENU 1 DIGIT

This function is used to play a message to the caller and allows the caller to interact with the system by pressing one of the telephone buttons (0-9, #, *). For each of the telephone buttons, there is a field which determines which line will be executed next in the script. (Possible values are from 1-15+) To return to the main menu from this script, select MAIN MENU in the designated key field. To hang-up, select HANG-UP.

If you wish to log the key presses selected by the caller for this menu, check the Log Menu Entries box. You can then view the key presses in the Script Logging Report (Reports>Script Logging Report).

To have the prompt repeat multiple times if no key is pressed or an undefined key is pressed, check the Use repeating menu box, select the number of menu repetitions and the Post repetition menu (this is the destination to continue if all the repetitions failed).

OK – Not used in this action.

ERR – If any of the fields is left blank, and the caller dialed this field, the script will proceed to the number in the ERR field. If no Touch Tone is pressed, the script will proceed to the number in the ERR field after the script time-out (Site>Settings>System parameters>Script Timeout).

PLAY

This function is used simply to play a message (the one corresponding to the message number).

OK – If the message exists and was played.

ERR – If the message does not exist.



PLAY (NUM)

This function anticipates an entry of digits from the caller, and then plays the file located, according to the digits entered (which was earlier recorded with the RECORD (NUM) function). The number of digits is set in the corresponding Parameter field.

The PLAY (NUM) function is very useful in applications where information changes day by day, or week by week. Examples of this would be Lottery results or weather reports. This function is also useful for applications that require the entry of a customer claim number or a tracking order number.

For example, a customer can call a car service center and enter a claim number to find out if the car is ready.

The System Administrator can select the script handling menu and can then remove a range of old (out of use) files from the system.

OK – If the file is found and played, the script will proceed to OK.

ERR – If the file to be played is not found, or Script time-out is reached, the script will proceed to ERR.

PLAYDEL (NUM)

Same as Play (NUM), but this action also deletes the file immediately after it has been played.

DELETE (NUM)

Delete a file corresponding with the number received.

RECORD (NUM)

This function anticipates an entry of digits from the caller, and then the system stores the caller's message into a file that corresponds with the digits entered by the caller. The number of digits is set in the corresponding Parameter field.

Note: In PLAY (NUM), PLAYDEL (NUM), DELETE (NUM) and RECORD (NUM), the OK and ERR conditions are identical.

Note: In all the above cases of recording, playing and deleting, you can select a mailbox number from the drop box in order to record to a different mailbox rather than the current one, and play & delete from a different mailbox.

TRANSFER

This function is usually reached from a MENU 1 DIGIT choice selection. It enables a caller to be directed to a regular mailbox, another script for further processing, or exit the system. If the TRANSFER is to another script, there is no need to record a voice prompt for this action line, since the next script would have an opening prompt. However, if the TRANSFER is to another mailbox, then a message similar to “one moment please” should be recorded so the caller is alerted to the process, and knows what is happening. This option is good for inputting transfer codes manually.



OK – DTMF response was received, but mailbox doesn’t exist.

ERR – No DTMF response was received.

Transfer Parameters

To X Mailbox - [n] – Waits for the number of digits specified in the combo box and transfers to the mailbox number received.

Append X to Mailbox - [Mn] – Waits for the number of digits specified in the combo box, appends the entry to the previous T.T. entry, and transfers to the complete mailbox number.

Append X to Ext [Dn] – Waits for the number of digits specified in the combo box, appends the entry to the previous T.T. entry, and transfers to the complete extension number (not a mailbox).

Enter as subscriber - [#n] – Waits for the number of digits specified in the combo box and enters into the mailbox as a subscriber.

Enter X in Rec Mode - [*n] – Waits for the number of digits specified in the combo box and enters into the mailbox directly into the greeting.

Enter to X ext - [!n] – Waits for the number of digits specified in the combo box and transfers to the entered extension number (not to a mailbox).

Enter MB as subscriber - [T#n] – Enter a mailbox (specified in the combo box) as a subscriber.

Enter MB to rec message - [T*n] – Enter a mailbox (specified in the combo box) to record a message.

To Extension - [T!n] – Transfer to the extension specified in the combo box.

To MB X - [Tn] – Transfer to the mailbox specified in the combo box.

To Department X – Transfer to the department selected in the combo box. When this command is used, the application will restart the department menu and will play all department prompts, including the time of days greetings (100,101,102) and the company/department greeting (111 for department 1).

Enter MB to rec no greet - [TDn] – Enter the mailbox specified in the combo box to record a message, without playing the greeting (i.e. plays the record beep only).

Manual Entry – Enter any of the above codes (codes are displayed in this chart in brackets ([ ]) in the code form.



MSG. TO MBOX

After the completion of an interview session in a script mailbox (a set of RECORD commands), use this action to save the message. You will then be able to listen to the messages when entering the mailbox as its owner.

OK – Message was saved.

ERR – There was a problem saving the message.

RECORD (seconds) –

This function plays the line's voice file, after which two options are available:

1. If the SECONDS parameter is 0, there is no need for recording and the system branches to the next action line as programmed in the OK field.

2. When the RECORD field contains a value of 1 to N, the system goes into recording mode for the duration of the defined time period and anticipates recording of the caller's message in response to the question just asked. (If the caller's answer is shorter than the defined time period, the system recognizes this and proceeds to the next line.) If the script contains a number of RECORD lines, then all the answers will be collected in a single message which is stored in the SCRIPT mailbox. When the recorded answers are played back, they will be played in the same order as the questions were asked.

If the append box (/APP) is used after the n amount of seconds, n amount of seconds of recording would be appended to the previous recording.

OK – Recording was successful.

ERR – Recording operation failed.

BRANCH

Use the BRANCH function to make a Time/Date/Day related decision. If the current Time/Date/Day is within the specified range, the function would go to the OK field. If the current Time/Date/Day is not in the range, the function would go to the ERR field. You can use the branch options window (which opens automatically once you select the Branch opcode) to select the time or date range. Click on the line and a box will appear, prompting you to Save values.

Parameters

D - Day and the day numbers (E.g. D1234567).

C - Date and the range of dates MMDDMMDD.

Examples:

C01010331 – between Jan 01 and March 31



C01 – any day in January

C0105 – only on January 5th

C0005 – any fifth of the month

Default – time (Eg. 0900-1500 - between 9am and 3pm)

OK – The current Day/Date/Time is in range.

ERR – The current Day/Date/Time is not in range.

Note: You cannot combine between different options. They must be done on separate lines.

CID ROUTING

This function is used in conjunction with the CID Routing table in Mailbox>CID Routing. If a number is found in the table, the table action is executed.

Example: a call can be transferred to an ACD group according to a specific caller ID. No parameter applicable.


ERR – The CID number was not found in the table.

SPEECH RECOGNITION

Not applicable.


ERR – No match was found in the directory assistance table.

PIN

This function performs a lookup in the PIN table (each mailbox has a PIN table as set in Mailbox>Scripting>PIN). In the parameter field you should specify up to how many digits you want the system to wait. If the DTMF entry matches a PIN in the table, it will return OK. Otherwise it will return an ERR. 61

OK – PIN is valid.

ERR – PIN is not in the PIN table.

PROMPT

This function allows the recording of external prompts (e.g. 121.ENG, 1234.ENG, etc) and has three parameters:

• Record a prompt


Scripts SCRIPT EXAMPLES

• Play a Prompt

• Delete Prompt

In the text box next to the parameter enter the external prompt number (up to a 5-digit number).

OK – Prompt operation successful.

ERR – Prompt operation failed.

SCRIPT EXAMPLES Example: Preliminary Job Interviews

Strata Messaging can perform preliminary job interviews. A newspaper ad can instruct callers to call a number and an extension (i.e. 555-5555, Ext. 101). When 101 is dialed, the caller reaches Script Mailbox 101 and is asked a series of questions that are appended to one another. When the caller is done answering the questions, he is transferred to the operator. The script follows:

Voice files

Prompt 1: Thank you for calling about the opening in our sales department. I'm going to ask you a few questions...please answer all of them. What is your name?

Prompt 2: What is your complete address?

Prompt 3: Please describe your previous work experience.

Prompt 4: When are you available to start working?

Prompt 5: Thank you for your time. We will now connect you with a live operator.

Example: Customer Information System


SCRIPT EXAMPLES Scripts

The Script Generator can be used to replace the main menu greeting and at the same time serve as a Customer Information System. In this example, a customer calls a company to check a ticket status by entering the ticket number. After entering the ticket number, the customer will hear a recording of the ticket status. A technician will call in to the same script to record (line 11) or delete (line 12) a ticket status message.

Also available under this menu are all the transfer options, including transfer to a fixed mailbox – a supervisor (line 7), and the append option (the caller enters a two digit number, which is appended to the digit 2 from the main menu to become 2xx – the mailbox number). In this example we assume that all mailbox numbers begin with a 2, therefore only option 2 leads to the append option.

For this script to serve as a main menu, in Department > Properties, “Start with Script” should point to the script you have developed (in this example, we are using script 300). See below.

Line 1: Responds to a digit pressed by the caller. It is set to repeat three times and disconnect after three times.

Prompt: Thank you for calling. If you know your party’s extension you may dial it now. To check on the status of your ticket, please press 1. To leave a message for the supervisor, please press 6. To speak with a supervisor, please press 0. To leave a message for a subscriber, please press Star If you are a subscriber on the system, press Pound. If you are a technician and would like to record or delete a ticket status, press 3. To hang up, press 9.

Line 2: Requests a four-digit ticket number from a caller and plays the pre-recorded ticket status.

Prompt: Please enter your four-digit ticket number.

Line 3: Requests a five-digit pin number from the technician to authenticate access. The pin number needs to be defined in the Mailbox > Pin table.

Prompt: Please enter your pin number.

Line 5: Accepts two more digits and transfers to a mailbox 2xx (appended to the digit 2 received in line 1). No prompt required.

Line 6: Transfers to the greeting of the supervisor’s mailbox (400 in this example). No prompt required.


Scripts FAX FUNCTION DESCRIPTIONS

FAX FUNCTION DESCRIPTIONS

To create a fax-on-demand script three functions are available.

Choose Doc Use this function to receive the document number required by the caller. In the Parameter field enter the number of digits to be received.

OK – Document number is valid.

ERR – No such document exists or no digits were received.

Get Phone No Use this function to receive the telephone number of the fax machine of where to send the document. In the parameter field enter two parameters: minimum number of digits to receive and maximum number of digits. Use a comma to separate between the two parameters. The # key can be used by the caller to terminate number entry if it is less then the maximum number of digits.

OK – Sufficient number of digits was entered.

ERR – Not enough digits were entered.

Trans. Fax Use this function to send the fax to the required destination. Parameters available for this function

No Parameter – Send the selected fax (Choose Doc.) to the selected number.

PlayBack selected Doc [/D] – Play the selected document number (to confirm entry).

PlayBack selected phone num [/P] – Play the selected telephone number (to confirm entry).

Submit fax [/S] – Submit fax to queue in a dedicated line call.

Divert to fax device [/N] – Divert a call to a fax port and save the fax in the current script box

Divert to fax device and save in [/Nxxx] – Divert a call to a fax port and save it in mailbox xxx

To send a specific document number (as required by the Menu 1 Digit command), add the document number to the /O (e.g. if the document number is 110 then the command is TransFax/O110) or /S (e.g. if the document number is 110 then the command is TransFax/S110).

OK – Fax sent.

ERR – Not able to send fax.


Chapter 14 – System Reporting Tool

REPORTS Strata Messaging records all activity from calls coming in or out of Strata Messaging. By collecting this information, administrators can generate several different reports. These reports help you manage and maintain your system to ensure optimum performance. Reports are available for viewing and/or printing and can be accessed from the Reports menu by selecting the desired report from the sub-menu that is displayed. The following reports are available:

• Full Report

• Mailbox List

• System Group List

• Mailbox Usage by Date

• Mailbox Usage Daily

• Port Statistics

• System Statistics

• System Hourly Statistics

• Outbound Calls

• Messages by Mailbox

• Unattended Mailboxes

• UM Users

• Script Logging Report

Full Report This report provides information of calls received or sent out of Strata Messaging simply by selecting the dates you want to search. The report contains the following data on calls including: Date, Channel, Time, Department, Mailbox, Duration of call (in seconds), User Type (system call, outside caller, owner), Transferred, Direction, Call Result (answered, not answered), Dial String and Caller ID (if available).

Mailbox List This report provides information on: Mailbox, Extension, Subscriber Name, Department, COS, Usage, New Messages, Saved Messages, Email Messages, Fax Messages, Deleted Messages, Total Messages.

System Group List This report shows all groups in the system and whether they have recorded the group name.

Mailbox Usage ByDate

This report shows the mailbox usage by date. The usage report records any activity made from the mailbox extension, which includes any calls received or made whether they are external or internal.

Mailbox Usage Daily This report shows information arranged by date only.


System Reporting Tool REPORTS

Port Stats This report indicates the activity per port on the specified dates you enter. The report contains the following data: Port number, Subscribers (mailbox owners), Non Subscribers, Outgoing Calls (e.g. wake up calls), Total Calls, Incoming Call Duration, Outgoing Call Duration, Total Duration, Transfers, Connected.

System Statistics This report shows the total activity of the voicemail for the dates specified. The report contains the following data: Subscribers (mailbox owners), Non Subscribers, Outgoing Calls (e.g. wake up calls), Total Calls, Incoming Call Duration, Outgoing Call Duration, Total Duration, Average Connection Time, Transfers, Connected.

System HourlyStatistics

This report shows the total activity of the voicemail on an hourly basis for the dates specified. The report contains the following data: Hour, Subscribers (mailbox owners), Non Subscribers, Outgoing Calls (e.g. wake up calls), Total Calls, Incoming Call Duration, Outgoing Call Duration, Total Duration, Load Percentage, Transfers, Connected

Outbound Calls This report shows the total number of outbound calls the voicemail makes. It records follow me calls, message notification to a number and transfers to the auto attendant. The report contains the following data: Mailbox, Date, Weekday, Time, Result, Duration, Number dialed.

Messages by Mailbox This report shows the messages each mailbox receives and the status of these messages. The report contains the following data: File Name (message name), Date (received), Day of Week, Time (received), Status (check in, not heard), Caller ID, Reason (cascaded, copy). By clicking on individual messages you can review the history of the message which explains when it was heard for the first time, whether it was unheard, saved or deleted, its origin and the caller ID.

Unattended Mailbox This report lists all the mailboxes that have not been activated through the subscriber’s menu.

UM Users This report lists all mailboxes that have unified messaging defined as well as the status of the login for each mailbox.

Script Logging Report This report is used in conjunction with the Log menu entries in the Mailbox>Scripting>Script>Menu 1 Digit page. Each menu using this option will generate a log of key presses. In this report, select the range of dates for the report and the script mailbox number this option is used. The system will display a list of all the calls to this mailbox including time, date, caller information and key presses. The Source/Agent field is not used at this time.

Expired Passwords This report lists all mailboxes with expired passwords, including mailbox number, name and date the password expired. See Chapter 17 for more information about security settings.


Chapter 15 – Fax

The Strata Messaging fax module consists of the following three components:

• Fax mail system – Fax mail allows users to receive faxes in their voice mailbox and view them via unified text messaging (e.g., an email attachment) or use the telephone interface to re-route the incoming fax to a physical fax machine. The latter is particularly useful from a remote location like a hotel since the user can access their voicemail remotely.

• Fax-on-demand – This component allows incoming callers to access a library of documents and select a specific fax document to be faxed to them.

• Fax print server – This component provides the ability to send faxes from your desktop through a central system. This option is particularly beneficial to multiple users in a server environment instead of sending the fax via fax modem.

FAX MAIL SYSTEM Strata Messaging SIP supports fax using T.38 protocol. You will need an AudioCodes® SIP gateway.

FAX FEATURE DESCRIPTION

Strata Messaging’s fax solution can support up to four simultaneous fax transmissions and is enabled with the purchase of one system-wide fax license (LIC-FAX-MSG) and a required four port analog to IP gateway to interface between the Linux® Unified Communication Appliance (LUCA) IP connection and Strata CIX analog ports.

Strata Messaging fax also requires each user that wishes to send or receive a fax on their desktop to be licensed for Unified Messaging.

Once enabled, Strata Messaging fax offers the following features and functions.

Fax Mail Fax mail allows a mailbox owner to receive faxes in his voice mailbox and view them via unified messaging (an email attachment) or use the telephone interface to re-route the incoming fax to a physical fax machine. Requires Unified Messaging license.

Fax from Desktop Provides the ability to send faxes from the mailbox owner’s desktop. Requires Unified Messaging license.

Incoming Fax DID For inbound fax messages, a DID number may be associated with the mailbox. An incoming fax to this number will automatically trigger a fax tone and the fax will be stored in the mailbox.


Fax SOFTWARE REQUIREMENTS for FAX

Fax Auto Print The Auto Print client allows automatic printing of incoming faxes to network printers in a Microsoft® Windows® network environment. The client connects using ftp (file transfer protocol) to the Strata Messaging system at pre-set intervals, downloads incoming faxes and prints them to a printer pre-defined for each user. Up to 30 printers can be defined in the network, each one associated with a printer ID. In turn, users can select a printer where their faxes will be printed.

Important! The Auto Print client is a Windows based application so therefore cannot be installed on LUCA. It must be installed on a Windows system on the company network with access to desired network printers. There can be only one Auto Print client per Strata Messaging system. The printer configuration is shared by the system among all users. Attempting to install the Auto Print client on multiple network servers could cause erratic feature behavior.

Fax Log A web-based report displays the mailbox owner’s outbound faxes. The fax log includes date, time, status of an outbound fax, fax destination, account and billing codes.

Fax-on-Demand This component allows incoming callers to access a library of documents and select a specific fax document to be faxed to them.

Fax Queue A web-based report displays the mailbox owner’s outbound faxes currently queued for transmission.

Fax Settings The mailbox owner may set personal outbound fax settings, such as number of times to retry fax delivery based on busy or no answer and how long to wait between each try. Each fax user can transmit their own name and number (CSID) on outbound faxes.

Incoming Fax DID For inbound fax messages, a DID number may be associated with the mailbox. An incoming fax to this number will automatically trigger a fax tone and the fax will be stored in the mailbox.

Incoming Fax Target Faxes may be re-routed from an incoming mailbox to a secondary mailbox.

SOFTWARE REQUIREMENTS for FAX

In order to support fax features on Strata Messaging, its system software must be upgraded to version 10.5.2.20 or later. The host Strata CIX must be running version MT028 or later with either MIPU or GIPU firmware at version 0128 or later. These software versions are available on FYI for all models of Strata CIX systems.

HARDWARE REQUIREMENTS for FAX

As previously mentioned, Strata Messaging’s fax functionality requires the use of a SIP-FXO analog gateway to pass the fax transmissions to and from the system.

Toshiba has tested and approved the AudioCodes gateway model MP114 (Toshiba part number MP114/4O/SIP).

Analog circuits must also be installed and programmed in the Strata CIX.


FAX PART NUMBERS Fax

FAX PART NUMBERS

NETWORK CONFIGURATION for FAX

FAX INSTALLATION The installation process for fax on Strata Messaging;

• Install a Strata Messaging Software update if required (Refer to “UPDATE SOFTWARE” on page A-3.

• Program the Strata CIX for SLT ports and DID call routing.

• Program Strata Messaging for outbound faxing.

• Install and configure AudioCodes gateway.

CIX PROGRAMMING When connected to the Strata CIX system, Strata Messaging will use the AudioCodes (AC) MP 114 gateway as its T.38 gateway. The AC FXO ports are connected to SLT ports on the CIX. Incoming fax calls are directed to these SLT ports. The CIX will send in-band DTMF to indicate the destination mailbox for the call. The Strata Messaging will detect the DTMF and open the required mailbox. AC will detect CNG, send

Part Numbers Descriptions

LIC-FAX-MSG System wide license for fax features and functionality on Strata Messaging

MP114/4O/SIP AudioCodes SIP to FXO analog gateway – four circuits.

Strata Messaging integrates with the SIP/FXO gateway using T.38 fax protocol. The gateway uses an analog connection to the Strata CIX system to transmit fax calls from the Strata Messaging system through the Strata CIX and on to their destinations.


Fax CIX PROGRAMMING

REINVITE with T.38 SDP and a T.38 session will commence between Strata Messaging and the AC gateway.

1. Assign an SLT station in the Strata CIX database for each AC FXO port.

2. Set the Circuit Type for each SLT to be Voice Mail:

3. Set the Control Method to be Inband/DTMF for each of the SLT ports:

4. Assign all of these SLT ports to a hunt group.

5. Set the Call Forward – All Call Record, Busy Record, and No Answer Record fieldsto * (asterisk):


CIX PROGRAMMING Fax

6. Program the VM ID field in the CIX database for DID trunks. This example defines DID digits 3001 to be directed to the AC gateways for fax processing:

• The DID Number is defined as 3001.

• The hunt group of the SLT ports connected to the gateway FXO (pre-defined as 3200) is entered in the Audio Day1 Dst Digits field.

• The DID/DNIS No. VMID field contains 3001, which is the destination mailbox for which the incoming Fax will be received.


Fax STRATA MESSAGING PROGRAMMING

STRATA MESSAGING PROGRAMMING

Login to Strata Messaging Web Controller Administration mailbox and perform the following tasks;

For fax CNG tone detection, confirm the following parameter is set correctly.

• Go to Registry > VoIP and set ”Enable Tone Detection” to 1.

For outbound faxing, each FXO port on the AC needs to be associated with a port on the Strata Messaging.

1. In PBX > Port Definition, define the SIP URI in the Fax Extension field using the following format: sip:ext@gw_ip_address – for example: sip:[email protected]

In this example the Strata CIX system analog voice mail ports connected to the FXO jacks on the AC gateway are extensions 3205, 3206, 3207, 3208. The IP address of the AC gateway is 172.16.2.45.


STRATA MESSAGING PROGRAMMING Fax

2. Configure the mailbox to receive the FAX DID. It is important that these digits are unique and are not a mailbox in the system database.

Enter the DID digits configured in the CIX Programming section, Step 6, into the FAX DID: field. In the example shown below, the DID digits are 5678. The Strata messaging system searches the mailbox database for these digits. In this example mailbox 3001 will receive faxes when the DID digits 5678 are received.

3. After completing the above steps, configure the rest of the parameters in Site Parameters > Fax Settings where the following fields are displayed:

Company name – Enter the name of the company to be displayed on the fax header.

Outbound Calls prefix – Enter the prefix to be used in sending faxes.

Default area code – Enter the local area code of the system. If the fax number dialed begins with the default area code, it will be omitted from the dialing.

Area code prefix – This field is used in conjunction with the above field (Default area code). If you need to omit both country code and city code from the dialing string, enter the country code in the Default area code field and the city code in the Area code prefix field. If the number dialed begins with the Default area code but has a city code different from the Area code prefix, only the Default area code will be omitted. If the Area code prefix is also identical, both numbers will be omitted.

General Delivery mailbox – This is the mailbox to which faxes are directed, unless otherwise specified.

Length of local extension (DN) – If the number to be dialed is longer that this length, the system will add the Outbound Call Prefix to the number when dialing.


Fax FAX ON DEMAND

Dialing method – Select the pulse or tone option button. Not applicable in SIP.

Number of tries – Number of attempts to transmit a fax before removing from the send queue.

Delay after NA – Number of minutes to wait before retrying to dial out after a No Answer Condition.

Delay after BY – Number of minutes to wait before retrying to dial out after a Busy Condition.

Delay after Error – Number of minutes to wait before retrying to dial out after a transmission error Condition.

Retrieving Faxes To retrieve faxes via unified messaging, refer to Chapter 7–Mailboxes.

To retrieve faxes via telephone interface, refer to the Strata Messaging User Guide section on Redirect Fax Messages.

FAX ON DEMAND The Fax-On-Demand application is implemented using a script mailbox. The script op-codes are used to select and verify a document, enter and verify a callback fax machine number, and submit the fax.

Steps to create a fax-on-Demand application:

1. Create a new script mailbox.

2. Program the script options using the Fax related op-codes (explained below).

3. Upload the fax documents in to the mailbox directory (explained below).

4. Designate access to the script mailbox by routing a DID to it or providing access.

To create and upload documents into the Fax on Demand Server:

1. The Fax documents are stored in the directory of the script mailbox (/usr/Sm/mailbox/xxxxxxx where xxxxxxx represents the mailbox number). For example, mailbox 3001 will have a directory location 0003001. The format of the files can be either TIFF (Tagged Image File Format) or text. To be accessible by phone, the names of the fax files should be numeric.

Example: A fax file can be named 1234.fax (the extension .fax must be lower case). When the user is prompted to select a document number, s/he will enter 1234 to retrieve fax file 1234.fax.

2. The Fax File List frame at the bottom of the script page will show all fax files in a specific mailbox.


FAX-ON-DEMAND SCRIPT FUNCTIONS Fax

3. You will need to copy all required documents to the mailbox directory. You can use FTP to place the files in the directory.

4. If the original document is a hard copy, you can simply fax it into the server (to any Fax Mail enabled mailbox), download the message to your local PC, rename it to the correct format and FTP it to the directory on the server.

5. If the original document is in electronic format, use a TIFF conversion program, rename it to the correct format and FTP it to the directory on the server.

6. Recommended TIFF conversion program is “Document Converter” from Neevia Technology (www.neevia.com). When converting to TIFF, make sure to convert to Black & White G3 fax format with No End Of Line (No EOL).

FAX-ON-DEMAND SCRIPT FUNCTIONS

The following are the Fax-on-demand script functions.

Script Functions To create a fax-on-demand script the following functions are available.

Choose Doc – Use this function to receive the document number required by the caller. In the Parameter field enter the number of digits to be received.

OK – Document number is valid.

ERR – No such document exists or no digits were received.

Get Phone No Use this function to receive the telephone number of the fax machine to send the document to. In the parameter field enter two parameters: minimum number of digits to receive and maximum number of digits. Use a comma to separate between the two parameters. The # key can be used by the caller to terminate number entry if it is less then the maximum number of digits.

OK – Sufficient number of digits was entered.

ERR – Not enough digits were entered.

Trans. Fax Use this function to send the fax to the required destination. Parameters available for this function are:

No Parameter – Send the selected fax (Choose Doc.) to the selected number.

PlayBack selected Doc [/D] – Play the selected document number (to confirm entry).


Fax FAX-ON-DEMAND SCRIPT FUNCTIONS

PlayBack selected phone num [/P] – Play the selected telephone number (to confirm entry).

Submit fax [/S] – Submit fax to queue in a dedicated line call.

Divert to fax device [/N] – Divert a call to a fax port and save the fax in the current script box

Divert to fax device and save in [/Nxxx] – Divert a call to a fax port and save it in mailbox xxx

To send a specific document number (as required by the Menu 1 Digit command), add the document number to the /S (e.g. if the document number is 110 then the command is TransFax/S110).

OK – Fax sent.

ERR – Not able to send fax.

Document Selection The document can be selected in two ways:

1. ChooseDoc – and a parameter indicating the number of digits to receive. You should record a message “Please enter document number.”

2. Menu 1 Digit – record a message containing a list of available documents. For each document, assign a corresponding menu entry, which will go to a separate line in the script. This line should contain a TransFax with a specific document number.

To select multiple documents, you can repeat the ChooseDoc opcode. The PlayBack Selected Document function will always repeat the number of the last fax selected. When selecting multiple documents, you can issue the PlayBack opcode after each ChooseDoc entry.

Example of Fax on Demand

The script prompts the caller to enter a phone number (the system expects between 7 to 11 digits), then to enter document number (3 digits). It then reads out the information and puts the fax in the sending queue. You must make sure that after the fax is sent the OK statement is used to continue the flow.

To test this script, upload some 3 digit files into the mailbox and record the following messages:

01 – Please enter your fax number

02 – Please choose document number

03 – The document number you selected is...

04 – Your fax number is...

08 – Fax sent successfully

15 – Error sending fax


FAX CONTACTS Fax

FAX CONTACTS Fax Contacts is the personal address book for each user that is used with the fax client application. When a user sends a fax they can choose addresses from either the MAPI (standard Windows mail API) address book or this personal (Strata Messaging internal) address book.

To set up personal contacts navigate to Fax>Fax Contacts in the WebController and select the New Fax Contact icon. Enter in the contact information and click Create. To delete a contact click Delete to the right of the contact.

FAX LOG The fax log screen, found under Fax > Fax Log in the WebController displays all outbound faxes from this user, including the following information. Click on a specific line to view the sending history of the specific fax.

Recipient – The name of the person the fax was sent to (as entered in the outbound fax request).

Fax Number – The fax number that was dialed (as entered in the outbound fax request).

Date and Time – The date and time of the fax transmission.

Pages – The number of pages transmitted.

Size – The size of the fax file (in Kilo Bytes).

Quality – The quality of the transmission – Normal or Fine (as entered in the outbound fax request).

Account Code – The account code dialed before the number (if available).

Billing Code – The billing code number entered by the user.

CSID – The CSID of the receiving fax device.

Requested CSID – The CSID requested by the user as the authorized recipient (optional)

Result – The result of the transmission.

Error Msg – Error message generated in case of failure.

View Fax – The actual fax file can be viewed.

FAX QUEUE The fax queue screen, found under Fax > Fax Queue in the WebController displays all outbound faxes currently queued for transmission, including the following information.


Fax FAX QUEUE

Recipient – The name of the person the fax was sent to (as entered in the outbound fax request).

Fax Number – The fax number that was dialed (as entered in the outbound fax request).

Date and Time – The date and time of the fax transmission.

Status – The status of the transmission.

Tries – The number of tries already attempted.

Priority – For future use.

Quality – The quality of the transmission – Normal or Fine (as entered in the outbound fax request).

CSID – The CSID of the receiving fax device.

Error Msg – Error message generated in case of failure.

Resubmit – Resubmit the current fax immediately.

Delete – Delete the current fax from the queue immediately.


AUDIOCODES INSTALLATION Fax

AUDIOCODES INSTALLATION

Use the Autocoders model MP-114 FXO gateway with AudioCcodes firmware version 5.60A.029.004. or later

LOAD AUDIOCODES TEMPLATE

1. Open a browser and enter the factory default IP address:http://10.1.10.11

2. Login with the user name: Admin and password: AdminThe main AudioCodes menu will display:

3. Download the Strata Messaging Fax gateway configuration file from FYI.SM_Audio_Codes_Fax.ini

4. Upload the Default Strata Messaging Fax gateway configuration to the gateway.

5. Select Device Actions/Load Configuration File.


Fax CONFIGURE THE AUDIOCODES FAX GATEWAY

6. Click on the Browse button to find the location of the SM_Audio_Codes_Fax.ini configuration file.

7. Click the Load INI File button.

8. A confirmation message is displayed, click on Ok.

9. The AudioCodes gateway will reset automatically. A status message saying; The device is now restarting and will not be available for 60 seconds will display. The site will be refreshed automatically.

10. When the User name and Password dialog box appears, login with the user name: Admin and password: AdminThe main AudioCodes menu will display.

CONFIGURE THE AUDIOCODES FAX GATEWAY

Important! Always click on the Submit check button to save changes.

1. Configure the AudioCodes IP address settings.Select Configuration/Network Settings/IP Settings.

Enter the IP Address/Subnet Mask/Default Gateway address that match the network configuration the gateway is connected to.

Shown below is an example configuration.


CONFIGURE THE AUDIOCODES FAX GATEWAY Fax

2. Enter the NTP server IP address (optional) and the DNS Primary Server (optional). Select Configuration Network/Settings/Application Settings.

3. Select Configuration/Protocol Configuration/Protocol Definition/Proxy & Registration. Verify that Use Default Proxy is set to Yes.

4. Ensure that the Proxy Name field is left blank (no data). Entering any value in this field will prevent the AudioCodes Gateway from functioning.

5. Define the IP address of Strata Messaging proxy (Strata Messaging system IP address). Select Configuration/Protocol Configuration/Protocol Definition/Proxy Sets Table. Enter the IP address of the Strata Messaging system as the Proxy Address. Set the Transport Type to UDP.

6. Verify that the codec is set to G711U-law (and other settings as shown below). Select Configuration/Protocol Configuration/Protocol Definition/Coders.

7. Select Configuration/Protocol Configuration/Endpoint Settings/Automatic Dialing. Define the station numbers of the CIX Voice Mail (DTMF) analog ports connected to the Fax gateway (FXO).


Fax CONFIGURE THE AUDIOCODES FAX GATEWAY

Important! The parameters entered in Step 7 and Step 8 must match for the Fax gateway to function properly.

8. Select Configuration/Protocol Configuration/Endpoint Number/Endpoint Phone Number. Enter the station numbers of the CIX Voice Mail (DTMF) analog ports connected to the Fax gateway (FXO).

9. Press Submit then, press Register.

10. Save the Fax gateway configuration. Select Device Actions/Save Configuration File.

11. Click on Get INI File.


CONFIGURE THE AUDIOCODES FAX GATEWAY Fax

12. Click on Save to download and save the configuration file.

13. A dialog box will open allowing you to select the location and or name of the file. Click on Save.

14. Burn the new configuration to the Fax gateway internal flash memory, so that the configuration can be restored in the event that the gateway is reset or power is lost.

15. Select Management/Maintenance Actions.

16. Click on the BURN button.

17. Verify incoming and outgoing Fax transmission with the Strata Messaging system.


Fax CLIENT INSTALLATION

CLIENT INSTALLATION The Fax Printer Driver software is installed on the client computers to support the Strata Messaging fax features. You will need to install the Strata Messaging fax driver on each client machine. You can download the fax driver installation program from Toshiba’s FYI web site.

FAX PRINTER DRIVER The following procedure is used to install and configure the Strata Messaging Fax printer software on the client machines.

1. From a client system download the Strata Messaging Fax printer driver version 3.3 (or later) from Toshiba’s FYI web site.

2. Click Start > Run. In the Run dialog box click on the Browse button. Browse the file downloaded from FYI. The path and file name will be an executable file in the SM_Fax_Printer_Driver folder. For example: C:\SM_Fax_Printer\SM_Fax Install_3.3.exe

3. Click OK.

4. The SM Fax Driver setup wizard will appear. Click on Next.

5. The End User License Agreement will display. Read the EULA then click on the I accept the terms of the license agreement radio button.

6. Click on Next.

7. In the SM Web Fax Driver dialog box enter the IP address or the computer name of the Strata Messaging system.

Note: To use the host name instead of the IP address, the host name must be entered in the DNS server on your network. Check with your network administrator.

8. Click Next.

9. In the Customer Information dialog box enter the User Name and Company Name of the client machine then, click Next.

10. Accept the default installation directory and click Next.

11. In the Ready to Install the Program dialog box click on Install.

12. When the installation is complete the confirmation dialog box is displayed. Click on Finish.

FAX PRINTER DRIVER CONFIGURATION

When the Fax Printer Driver software has been installed it must be configured before it can be used.

1. Double click on the desktop fax icon or access from Start > All Programs > TAIS/SM Fax Driver/Launch smfax.

2. This will load the configuration controls into the lower right of the Windows task bar.


WEB CONTROLLER MAILBOX FAX OPTIONS Fax

3. This fax icon will also appear when a fax is printed. It will remain until the Exit option or the PC is shutdown and restarted.

4. To view the options move the mouse cursor over the center of the icon and Right click.

Click on Fax to see the Options menu:

• Fax queue

• User Information (link to the Web Controller to configure Mailbox Fax options).

• Fax Log (history of sent Faxes)

Account Administration — Provides a link to log on to the Web Controller to configure mailbox Fax options.

System Options — Change the IP address/Name of the Strata Messaging system from which you are printing faxes.

Exit — Exit the SM Fax Printer driver configuration utility.

WEB CONTROLLER MAILBOX FAX OPTIONS

Select Mailboxes > Fax then:

Fax Settings • Busy/Err Delay – Number of minutes to wait between attempts when faxing out, if the previous attempt failed because of a busy signal or a transmission error.

• No Answer Delay – Number of minutes to wait between attempts when faxing out, if the previous attempt failed because of no answer.

• Retries – Total number of attempts to transmit a fax.

• No. of rings before No Answer – Number of rings before a fax call times out.

• Incoming Format – The format of the fax document that will be sent as an attachment to an email. Can select between TIF or PDF. This field also applies to the format of the faxes sent as an attachment to the fax verification email when sending outbound faxes.

• Personal CSID (Identification Phrase) – The CSID, both for outgoing faxes and incoming faxes, transmitted for this mailbox.

Incoming Faxes • Accept Incoming Faxes Y/N – This option allows you to select whether to receive or deny faxes. If you select not to receive faxes, this mailbox will not receive any faxes unless there is a Fax DID defined in the mailbox properties. In this case the fax will only be accepted if the call was received on the Fax DID number of the mailbox. This is to minimize spam faxes to non fax users.

Fax Confirmation Outgoing faxes – This field defines the type of confirmation the user will receive for outbound faxes. The confirmation will be sent as an email to the email address defined in Mailbox-Email Settings under the send mail frame.


Fax AUTO PRINT

• Deactivate: No email confirmation.

• Successful Only: Notification will be sent only if the fax transmission was successful.

• Failed Only: Notification will be sent only if the fax transmission failed.

• All: Notification will be sent for every fax attempt, both successful and failed.

Auto Print Active – Select this box if you wish to have all faxes automatically sent to a printer. Auto Print requires that auto print service is running on a Windows machine on the local office network. Refer to “AUTO PRINT” on page Chapter 15 – 20.

Fax Contacts This list is used by the Printer driver (clicking on the Phone Book Icon).

Fax Log Record of past Faxes sent using the printer driver.

Fax Queue Displays any faxes currently being processed

Cover Information Cover page Information (entered when printing a fax)

Fax Confirmation Printer Name – Select the printer name you wish the faxes to print to from the drop down list.

AUTO PRINT Strata Messaging Fax allows you to have all of your faxes automatically sent to a networked printer in a Microsoft® Windows® network environment. Auto Print must be installed on one computer on the Strata Messaging network.

The Strata Messaging Fax Auto Print installation procedure is shown below.

1. Download the Strata Messaging Fax Auto Print client version 3.2 (or later) from the Toshiba FYI web site. Save the downloaded file on the Auto Print computer.

2. At the Auto Print machine click on Start > Run then click on the Browse button.

3. Browse to the location of the installation file obtained from FYI and click OK.

4. The SMAuto Print install shield wizard will open. Click on Next.

5. The End User License Agreement dialog box will open.

6. Read the agreement. Click the I accept the terms of the license agreement button.

7. Click on Next.

8. In the Customer Information dialog box enter the User Name and Company Name, click the Anyone who uses this computer (all users) button then, click on Next.

9. In the Setup Type box click to select Standard installation and click on Next.


AUTOPRINT SERVICE Fax

10. In the Choose Destination Location dialog accept the default installation directory, click on Next.

11. When the Ready to Install dialog box opens click on Install.

12. When the Install Shield Wizard Complete box opens, click on the Finish button to complete the installation.

AUTOPRINT SERVICE Use the following procedure to configure the Strata Messaging AutoPrint service.

1. To configure it double click the icon or on the desktop task bar select; Start > All Programs > TAIS > SMAutoPrint > Launch SMAutowindow.

2. Select the Parameters tab

3. Enter the following information:

• FTP server – the IP address or host name of the Strata Messaging system

• FTP user name – enter root as the user name

• FTP Password – enter toshiba as the password

• FTP Connect Interval – the interval (in milliseconds) between FTP connections to the SM main server. Default value is 120,000 milliseconds (120 seconds)

4. Click on the Save button.

5. When making any changes to the Parameters tab, make sure to stop and start the SM Print service for changes to take effect.

6. To cancel changes and revert back to previous settings, click on the Reload button.

AutoPrint on WindowsVista and Windows 7

The following procedure is for Auto Print running on Windows Vista® and Windows 7 operating systems. If your print service is running on the


Fax AUTOPRINT SERVICE

Windows XP operatingsystem go to “Printer Configuration” on page 15-23.

1. The Strata Messaging print service on Windows Vista and Windows 7 must run under a user account with Administrative privileges.

2. In the task bar select Start > Control Panel > Administrative Tools > Computer Management > Local Users and Groups.

3. Clickon Local Users and Groups/Users.

4. Right click Users then, select New User.

5. Enter a user name and password.

6. Select Password never expires.

7. Click OK.

8. Double click on Users.

9. Double click on the User account that was just created.

10. Click the Member Of tab.

11. Click the Add button then click Advanced.

12. Click Find Now. Click Administrators then click OK.

13. Click OK then click OK on the next screen to complete.

14. Configure the SMPrint service to run under the user account. Start > Control Panel > Administrative Tools > Services then, double click on SMPrint.

15. Click on the Log On tab. Click on This account.

16. Click on Browse > Advanced > Find Now then, select the user account that was created in step 4. Click OK until you return the list of services.

17. Right click on SMPrint and select Start to start the service.

18. Select Startup type. Change to Automatic.

19. Go to “Printer Configuration” on page 15-23.


AUTOPRINT SERVICE Fax

Printer Configuration Printer configuration procedure for the Strata Messaging system:

Note: This is the list that appears in the Webcontroller Fax Settings configuration page for each mailbox. This list is shared by the Strata Messaging system.

1. Click the Printer ID you wish to update.

2. From the printer list, select the printer you want to associate with the Printer ID.

3. Repeat for all printers you want to define.

4. To remove a value from a printer ID, click on the Clear Printer button.

5. Click on the Save button.

6. When making any changes to the Printers tab, make sure to Stop then, Start the SMPrint service for changes to take effect.

To start or stop the print service; on the system desktop select Start > Control Panel > Administrative Tools > Services > SMPrint.

7. Select Startup type. Change to Automatic.

8. To cancel changes and revert to previous settings, click on the Reload button.


Chapter 16 – Utilities

The Utilities modules provide concise information about Strata Messaging. The following modules are included in this section:

• License Information

• License Activation - Upgrade

• Create Roles

• Quick Glance

• Search

• System Monitor

• Mailbox Status

• Swap / Transfer

• Email Messages

• Push Mailbox

• Alerts

LICENSE INFORMATION This module provides the License details of Strata Messaging and in addition, it gives an update as to how many of the license features have been activated or used. Strata Messaging can support many modules simultaneously which can be activated through a license.

Following is a field-by-field explanation of the entries.

Serial Number – This is the License Number of Strata Messaging registered with Toshiba.

Number of Mailboxes – This is the number of mailboxes you can add to Strata Messaging.

Number of Mailboxes (In Use) – This is the number of mailboxes you have already added to Strata Messaging.

Voice Ports – This is the number of voice ports Strata Messaging has activated.

Fax Ports – This is the number of fax ports Strata Messaging has activated.

Email Clients – This is the number of email clients for Unified Messaging you can activate with your Strata Messaging license.


Utilities LICENSE – ACTIVATION AND UPGRADE

Email Clients (In Use) – This is the number of email clients for Unified Messaging you have activated.

Speech Recognition Clients – Not applicable.

Call Control Clients (In Use) – Not applicable.

SR Sessions – Not applicable.

Version – This is the version number of the Strata Messaging in use.

WebController Version – This is the version of the Webcontroller in use.

OS Info – This is the version of the Linux kernel in use.

LICENSE – ACTIVATION AND UPGRADE

A new system is licensed with a generic license with a 30 days expiration period (the 30 days are calculated based on operational time, not calendar days). To replace the generic license with a permanent license, or for any time a license is upgraded or modified, follow these steps:

1. Obtain the license string from the Toshiba FYI web site. The Strata Messaging serial number can be found on the label on the Strata Messaging chassis. Note: Until the system has had a license applied the field in Utilities > License Information will display all ‘A’s.

2. In the Web Controller, under Utilities > License Activation, paste the new license string into the “Activation Key” text box, and click the Save button. If the license matches the system, the interactive bar will display “Key activated successfully”.

3. To verify the new features activated, log out of the WebController and then log back in. Open the Utilities > License Info page.

4. Restart the VM service for the new license to take effect (from the Utilities > Services page).


CREATE ROLES Utilities

CREATE ROLES Create Roles allow the main system administrator to customize web controller views for different levels of users and administrators. For each role, the administrator can select the pages allowed for viewing and editing, and in some cases the specific fields. The screen contains a list of all pages (if the page name is underlined, it is hyperlinked to the list of fields contained in that field, which can be further customized). Check or uncheck all pages and fields to be included in the role you are setting up or editing.

Once the role is saved, use the mailbox properties screen to associate mailboxes with the role. When the user logs in to the web controller, they will view only the pages and fields included in their role. A user should only have access to her mailbox, while an administrator should have access to all, or multiple, mailboxes. This is defined under Mailbox>Properties in the WebController.

Note: If the roles security features is activated, make sure to update the MySystem.txt file whenever creating a new role. See Chapter 6–Web Controller for more information.

To set up a new role:

1. Select the radio box Save as New Role and enter in a role name.

2. Select the checkboxes for the permissions you wish to assign to this role.

3. Click the Save icon.

Message Notification Basic: Allows access to the message notification page, but limits to only 2 callout numbers and 2 schedule lines.

Message Notification Full: Allows access to the complete message notification page, with 7 callout numbers and 7 schedule lines.

Email accounts 1 and 5: Email accounts 1 allows access to only the first account in the Mailbox>Email accounts page. Email accounts 5 allows access to all 5 programmable email accounts

QUICK GLANCE The Quick Glance screen shows a list of all mailboxes with the following information:

• Mailbox, Extension 1

• First Name

• Last Name

• Class of Service

• Department

• Mailbox type

• Message Waiting Indicator


Utilities SEARCH

• Transfer Mode

• Email Client and Call Control Client.

You can use this screen to view information, delete a mailbox or move to a specific mailbox by clicking the mailbox number.

Note: For added convenience, you can quickly type in a list of names by pressing the Tab key; the cursor will move from one Name field to the next, without going through the other fields.

SEARCH The Search screen allows you to search a mailbox user by entering information in one or more of the following filters and select the search option:

• Extension

• First Name

• Last Name

• COS

• Dep.

• Type

If you don’t remember all of the information for one field you want to search on, you can just enter the first few characters and choose the fuzzy search option.

SYSTEM MONITOR This screen monitors the activity of the channels of Strata Messaging. You can view which channel is in use or on stand by, which mailbox is in use, and what mode Strata Messaging is on.

MAILBOX STATUS In this screen, you can view which mailbox owners have new voice and fax messages. In order for a mailbox to be included in this report the Include field in Report/email settings must be activated.


SWAP/TRANSFER Utilities

SWAP/TRANSFER This option allows a transfer of a mailbox to a different numbered mailbox, or to swap between numbers. This operation can be performed either on a single mailbox or a range of mailboxes.

The following information is swapped or copied:

• Mailbox Properties

• Any reference in the box mapping table

• Any references in group distribution lists

• Any references in the auto attendant

EMAIL MESSAGES Use this screen to send or re-send all messages from a specific mailbox to an email address. This feature is useful when a user has lost messages, or in cases of law enforcement. Select the mailbox number, range of dates, type of messages and the email address and click the Send Email button. Each message will be sent in a separate email.

Dependencies:

• Must define SMTP settings.

• Messages that were already deleted due to housekeeping can not be retrieved in this fashion.

PUSH MAILBOX The Push Mailbox utility allows the administrator to update a range of mailboxes with the content of one or more fields (Properties, Email Settings, Message Notification, Conversion Table). To use:

1. Select the fields to be updated.

2. Make the relevant changes on the page.

3. Select the range of mailboxes you wish to update. You can use a dash [ - ] and comma [ , ] to separate mailboxes. For example: 100-200,205 will update the range of mailboxes between 100 and 200 inclusive, as well as mailbox 205.

4. Save the changes.

ALERTS Alerts can be sent on various events that occur in the system. These alerts are sent as an email message through the SMTP server, configured under Registry>SMTP. Alerts can be found in the Controller under Registry>Alerts

Administration Mail server: mail server address to be used for sending alerts if none specified, the system will use the default SMTP defined under Registry>SMTP.


Utilities ALERTS

SysAdmin 1 and 2: the primary and secondary email addresses of where you want the alerts sent.

Channel Alerts Channel Time and Repeat Channel Time are used are used for a notification when a channel is being used over a certain amount of time.

Channel Time: enter in an amount of time, in seconds, that a channel will be in use before an alert is sent. When this alert is sent, the system will also reset the channel and will go on hook. If this functionality is not desired, uncheck the box next to Channel Time and Repeat Channel.

Repeat channel time: enter in an amount of time, in seconds, that you wish an additional alert to be sent if the channel is still in use.

Channel Time Message: The default text reads Channel_%d_is_stuck_for_%d.

The first %d refers to the channel number and second %d refers to the time (in seconds). This text can be customized as long as %d is kept in place.

For example: If the first %d is set to 900 and the second %d is set to 100, the first notification will be sent after 900 seconds, and will be repeated every additional 1000 seconds.

Percent of Busy Channels sends an alert when a defined percentage of busy channels has been reached.

Percent of Busy Channels Message: The default text reads Channels_in_use_%d.

%d refers to the percentage of channels in use. Message can be customized as long as %d is used.

For example: if there are four channels and the percent busy is set to 75, a notification will be sent when 3 channels are busy.

Maximum Disk UsageAlerts

HD Used refers to the percentage of hard drive used before an alert is being sent. HD Used Repetitions refers to how many times to send the message.

For example: If HD Usage is set to 80 and HD Usage Repetitions is set to 3, when hard drive usage hits 80%, 3 alerts will be sent.

Every time the system restarts, the count will start again.

Database errors If there is any database error the system will send the text of the error.

%s refers to the error string. This field can be customized, for example: This is the database error: %s.


Chapter 17 – Security Settings

Use the Registry>Security to define password policy:

1. Strong Password – Set to 1 to activate strong password requirement. If the password entered by the user does not meet the requirements, the system will notify the user.

2. Days to Keep password history – enter the number of days to keep password history. If strong password is required, Strata Messaging will not allow the user to enter a password in the password history.

3. Max password days – the number of days before the system will require the user to change password. If this parameter is active (checked), password will expire at the end of the period. This functionality is independent of the Strong Password requirement.

4. Max Login attempts – number of failed attempts in one call before the mailbox is locked. An email will be sent to the user (if an email address is available for the mailbox) to notify them the mailbox is locked. In addition, a prompt will be played to the user when they login notifying that the mailbox is locked.

5. Notify Administrator – If the mailbox becomes locked and this field is set to 1, the administrator (defined in the Registry>Alerts) and the user will receive an email notifying them the mailbox is locked. If this parameter is unchecked, neither the administrator nor the user will receive an email notification.

MySystem.txt The file MySystem.txt under /usr/Sm/vmdat contains some configuration information for the Webcontroller. In it, you can set the default password to be used whenever a new mailbox is created using the webcontroller. Set the default Password field to any numeric value (up to 9 digits) you wish the default password to be.

The Webcontroller can be setup to work on secure and non-secure ports, and the http port can be changed. In addition to changing the ports, you can limit each port to allow only specific roles. In MySystem.txt, add a line for each port you open, with the roles allowed on this port. The syntax for each line is: port number (must be at the beginning of the line) followed by semi-colon(;) followed by the exact names of the roles, separated by semi-colons. There are two reserved values:

1. Admin – this allows the administrator mailbox to use this port. If this value is omitted from the line, no administration access will be permitted on this port.


Security Settings

2. AllRoles – this allows all roles to be used. If this value is used in a line, you do not need to explicitly define all the other roles.

For examples: 80;Admin;AllRoles


Appendix A

This Appendix contains:

• Feature Implementation Table - When implementing features, refer to this table to see what other areas may be affected.

• Software Update Procedure - The detailed instructions for performing a Strata Messaging software update.

Strata Messaging May, 2010 TOSHIBA A-1

Cross Reference Table

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A-2 TOSHIBA Strata Messaging May, 2010

UPDATE SOFTWARE

UPDATE SOFTWARE Use this procedure to install a Strata Messaging Software update.

Important! PuTTY must be installed on your PC before starting this procedure. Refer to the Strata Messaging Installation Guide, Chapter 5.

1. Copy the set_timezone.sh and <update>.sh files to a PC connected to the same lan as the Strata Messaging system.

2. From the Windows task bar of that PC, click on Start > Run.

3. Type CMD, press <ENTER>.

4. Type ftp then, press <ENTER>.

5. At the ftp> prompt type; open <ip address of the target system>

6. Login with user name root.Login with password: toshiba.

7. Type bin (changes ftp to binary mode).

8. Type cd / (change to the root directory)

9. Transfer the service pack (update software) by typing:put set_timezone.sh

10. Wait for the ftp> prompt.

11. Transfer the service pack (update software) by typing:put <update>.sh. (For example: put 10.2.20.sh)

12. Wait for the ftp> prompt.

13. Launch PuTTY and connect to the Strata Messaging system.Login as user rootLogin with password toshiba

14. Type cd / (change to the root directory)

Strata Messaging May, 2010 TOSHIBA A-3

UPDATE SOFTWARE

15. Type chmod +x set_timezone.sh

16. Type ./ (period /) set_timezone.sh

17. Type chmod +x <update>.sh

18. Type ./ (period /) <update>.sh

Note: The update launches an automated script that will display error messages on screen. These are normal.

19. When prompted select Y to delete the directory and install the source file.

20. Wait for the prompt; Program Done.

21. Type reboot (to reboot the system)

22. Verify the version after the update. Login in with the WebController to view the License Info tab:

-- End of update procedure --

A-4 TOSHIBA Strata Messaging May, 2010

THIS IS THE END OF THE DOCUMENT.

strata messaging system installation and configuration

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