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Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual
Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual
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726+,%$Telecommunication Systems Division May 1999 Digital Business Telephone Solutions Feature Description Manual Software Releases 4.0, 4.1, 4.2Software Release 3.1 Software Release 4.1
Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant. Version D, May 1999 Version C, November 1998 Version B, May 1998 Version A, March 1996 © Copyright 1999 Toshiba America Information Systems, Inc. Telecommunication Systems Division All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems—without express written permission of the publisher of this material. Strata is a registered trademark of Toshiba Corporation. Stratagy is a registered trademark of Toshiba America Information Systems, Inc. Strata AirLink, Call Center Viewer, Insight DK and Insight DK Plus are trademarks of Toshiba America Information Systems, Inc. Trademarks, registered trademarks, and service marks are the property of their respective owners. Strata DK General End User Information The Strata DK Digital Business Telephone System is registered in accordance with the provisions of Part 68 of the Federal Communications Commission’s Rules and Regulations. Important Notice – Music-On-Hold In accordance with U.S. Copyright Law, a license may be required from the American Society of Composers, Authors and Publishers, or other similar organization, if radio or TV broadcasts are transmitted through the music-on-hold feature of this telecommunication system. Toshiba America Information Systems, Inc., hereby disclaims any liability arising out of the failure to obtain such a license.
Strata DK Feature Description 5/99i Contents Introduction Organization .......................................................................................................................................... vii Conventions.......................................................................................................................................... viii Related Documents ................................................................................................................................. x Chapter 1 – System Overview Strata DK14............................................................................................................................................. 1 Strata DK40i............................................................................................................................................ 1 Strata DK424........................................................................................................................................... 1 Migration ................................................................................................................................................. 2 System Capacities ................................................................................................................................... 2 Feature Availability................................................................................................................................. 4 System Administration Tools................................................................................................................ 10 Chapter 2 – Features System Features .................................................................................................................................... 15 Account Codes................................................................................................................................ 16 Alarm Sensor ............................................................................................................................... 18 Alternate Answer Point .................................................................................................................. 19 Amplified Conference .................................................................................................................... 20 Auto Attendant ............................................................................................................................ 21 Automatic Hold Recall ................................................................................................................... 23 Automatic Number Identification (ANI) ........................................................................................ 24 Automatic Release From Hold ....................................................................................................... 26 Background Music (BGM) Interface.............................................................................................. 27 Caller Identification (ID) .............................................................................................................. 28 Centrex/PBX Compatibility ........................................................................................................... 30 Centrex Ringing Repeat.................................................................................................................. 31 Computer Telephony Integration (CTI) ......................................................................................... 32 Conferencing .................................................................................................................................. 35 Credit Card Calling (“0+” Dialing) ................................................................................................ 36 Delayed Ringing ............................................................................................................................. 37 Dialed Number Identification Service (DNIS) .............................................................................. 38 Direct Inward Dialing (DID) ......................................................................................................... 41 Direct Inward System Access (DISA) ........................................................................................... 42 Distinctive CO Line/Internal Ringing ............................................................................................43 Door Lock Control ......................................................................................................................... 44 Door Phone ..................................................................................................................................... 45 DTMF and Dial Pulse CO Line Compatible .................................................................................. 46
Contents Features iiStrata DK Feature Description 5/99 DTMF Signal Time Setting ............................................................................................................ 47 E911 Enhanced Operation ............................................................................................................. 48 External Amplified Speaker .......................................................................................................... 50 Flexible Button Assignment ........................................................................................................... 51 Flexible Intercom/DN Numbering..................................................................................................53 Flexible Line Ringing Assignment ................................................................................................. 54 Flexible Slot Assignment................................................................................................................ 55 Ground Start Lines ......................................................................................................................... 56 Hotline Service (Emergency Ringdown)........................................................................................ 57 ISDN Basic Rate Interface (BRI) ................................................................................................... 58 ISDN Primary Rate Interface (PRI)................................................................................................ 61 Least Cost Routing (LCR) .............................................................................................................. 64 Line Call Pickup Groups ................................................................................................................ 65 Line Groups .................................................................................................................................... 66 Line Queuing .................................................................................................................................. 67 Live System Programming ............................................................................................................. 68 Memory Protection ......................................................................................................................... 69 Message Waiting ............................................................................................................................ 70 Multiple Directory Numbers (DNs) ...............................................................................................72 Multiple FCC Registration ............................................................................................................. 74 Multiple Simultaneous Handsfree Intercom Paths ......................................................................... 75 Music-on-Hold (MOH) Interface ...................................................................................................76 Night Ringing Answer Code .......................................................................................................... 77 Night Ringing Over External Page ................................................................................................. 78 Night Ringing Over Selected Page Zone........................................................................................ 79 Night Transfer (Day/Night Modes) ................................................................................................80 Non-blocking Dialing ..................................................................................................................... 81 Off-premises Station (OPS) ............................................................................................................ 82 Outgoing Call Restriction ............................................................................................................... 83 Paging - All Call Voice Page.......................................................................................................... 84 Paging - External Page Interface .................................................................................................... 85 Paging - External Zone Paging ....................................................................................................... 86 Paging - Group Paging ................................................................................................................... 87 Pooled CO Lines............................................................................................................................. 88 Power Failure Transfer ................................................................................................................... 89 Privacy/Non-privacy Option........................................................................................................... 90 Relay Service .................................................................................................................................. 91 Remote Administration/Maintenance ............................................................................................ 92 Reserve Power Battery Backup Interface ....................................................................................... 93 Speed Dial (SD) .............................................................................................................................. 94 Station Hunting ............................................................................................................................... 96 Station Message Detail Recording (SMDR) ................................................................................. 98 Station Relocation......................................................................................................................... 101 System Programming Through Station ........................................................................................ 102 Tandem CO Line Connection (Trunk-to-Trunk) ......................................................................... 103 Tenant Service .............................................................................................................................. 105 Tie Lines ...................................................................................................................................... 106 Toll Restriction ............................................................................................................................. 107 Toll Restriction Override Codes ................................................................................................... 109 Toll Restriction Override Using System Speed Dial .................................................................... 110
Contents Features Strata DK Feature Description 5/99iii Transfer Privacy ........................................................................................................................... 111 Traveling Class of Service............................................................................................................ 112 T1 Interface................................................................................................................................... 113 Voice Mail Interface .................................................................................................................... 114 Voice or Tone Signaling ............................................................................................................... 117 Wall or Table Mounting ............................................................................................................... 118 Station Features ................................................................................................................................... 119 Alert Signal Button ....................................................................................................................... 120 Automatic Busy Redial (ABR) ....................................................................................................121 Automatic Callback (Internal Calls) .............................................................................................122 Automatic Hold ............................................................................................................................ 123 Automatic Off-hook Line Selection ............................................................................................ 124 Background Music (BGM) with Station Control ......................................................................... 125 Busy Override Tone...................................................................................................................... 127 Busy Station Transfer/Busy Station Ringing................................................................................ 128 Call Forward ................................................................................................................................. 129 Call Park ....................................................................................................................................... 132 Call Pickup ................................................................................................................................... 133 Call Pickup Groups....................................................................................................................... 134 Call Transfer with Camp-on ......................................................................................................... 135 Centrex/PBX Feature Buttons ...................................................................................................... 136 Continuous DTMF Signal Time ................................................................................................... 137 Data Buttons ................................................................................................................................. 138 Direct Station Selection (DSS) Buttons........................................................................................ 139 Distinctive LED Indicators ........................................................................................................... 140 Distinctive Station Ringing .......................................................................................................... 141 Do Not Disturb (DND) ................................................................................................................. 142 Do Not Disturb (DND) Override ..................................................................................................143 Dial Pulse/DTMF Mode Change .................................................................................................. 144 Exclusive Hold ............................................................................................................................. 145 Executive Override ....................................................................................................................... 146 Flash Button.................................................................................................................................. 147 Handsfree Answerback on Intercom ............................................................................................ 148 Hearing-aid Compatible ............................................................................................................... 149 LCD - Alphanumeric Messaging.................................................................................................. 150 LCD - Automatic Callback Number Display ............................................................................... 151 LCD - Busy Lamp Field Indication .............................................................................................. 152 LCD - Busy Station Messaging ....................................................................................................153 LCD - Call Duration Display........................................................................................................ 154 LCD - Call Forward Source/Destination Display......................................................................... 155 LCD - Calling/Called Number Display ........................................................................................ 156 LCD - Called Station Messaging ..................................................................................................157 LCD - Calling Station Messaging ................................................................................................158 LCD - Clock/Calendar Display ....................................................................................................159 LCD - CO Line Identification ...................................................................................................... 160 LCD - Dialed Number Display.....................................................................................................161 LCD - Feature Prompting with Soft Key Operation..................................................................... 162 LCD - Message Waiting Display..................................................................................................163 LCD - Recalling Station Identification.........................................................................................164 LCD - Remote/Group Station Messaging .................................................................................... 165
Contents Strata AirLink ivStrata DK Feature Description 5/99 LCD - Speed Dial Memo Directory Dialing ................................................................................ 166 LCD - Station Identification ......................................................................................................... 167 LCD - Timed Reminders .............................................................................................................. 168 LCD - User Name/Number Display ............................................................................................. 169 Message Waiting .......................................................................................................................... 170 Microphone Control Buttons ........................................................................................................ 171 Modular Handset and Line Cords.................................................................................................172 Modular Headset Interface ........................................................................................................... 173 Off-hook Call Announce (OCA) .................................................................................................. 174 On-hook Dialing ........................................................................................................................... 176 Personal Computer Interface (RPCI-DI) ..................................................................................... 177 Pooled CO Line Buttons ............................................................................................................... 178 Privacy Button .............................................................................................................................. 179 Privacy Override ........................................................................................................................... 180 Privacy Release Button................................................................................................................. 181 Private CO Lines .......................................................................................................................... 182 Pushbutton Dialing ....................................................................................................................... 183 Release Button .............................................................................................................................. 184 Release/Answer Button ................................................................................................................ 185 Remote Retrieval of Held Calls .................................................................................................... 186 Repeat Last Number Dialed ......................................................................................................... 187 Ringing Line Preference ............................................................................................................... 188 Saved Number Redial ................................................................................................................... 189 Speed Dial (SD) Button ................................................................................................................ 190 Timed Reminder ........................................................................................................................... 191 Toll Restriction Override Code Revision ..................................................................................... 192 User Programmable Feature Buttons............................................................................................ 193 Chapter 3 – Strata AirLink System Components ............................................................................................................................ 195 Handset Features ................................................................................................................................. 203 FCN Feature Access ..................................................................................................................... 204 Flash Button.................................................................................................................................. 205 Lock/Unlock the Dial Pad ............................................................................................................ 206 Menu Operation ............................................................................................................................ 207 Mute .............................................................................................................................................. 208 Speed Dial..................................................................................................................................... 209 Volume Adjustment...................................................................................................................... 210 Chapter 4 – PC Attendant Console Features ............................................................................................................................................... 211 Operation ............................................................................................................................................. 213 PC Requirements................................................................................................................................. 214 Windows PC Operation....................................................................................................................... 214 Applications ........................................................................................................................................ 214 PC Attendant Console Features .......................................................................................................... 216 Answer Button .............................................................................................................................. 217 Answer Priority............................................................................................................................. 218 Answer Prompting ........................................................................................................................ 219 Attendant Conference Setup ......................................................................................................... 220
Contents Automatic Call Distribution Strata DK Feature Description 5/99v Auto Day/Night Mode Switching ................................................................................................. 221 Auto Dialing ................................................................................................................................. 222 Busy Lamp Field (BLF) ............................................................................................................... 223 Call Waiting Count ....................................................................................................................... 224 Color CRT Display ....................................................................................................................... 225 Dial “0” for Attendant .................................................................................................................. 226 Dial Outside Number for Station User ......................................................................................... 227 Direct Station Selection (DSS) ..................................................................................................... 228 Directory Display and Dialing...................................................................................................... 229 DTMF Tone Signaling.................................................................................................................. 230 Emergency Calls ........................................................................................................................... 231 Emergency Page ........................................................................................................................... 232 Employee Profile Information ...................................................................................................... 233 Feature Online Help...................................................................................................................... 234 Feature Prompting with Soft Keys ...............................................................................................235 Flexible Programmable Buttons ...................................................................................................236 Headset Operation ........................................................................................................................ 237 Hold Button .................................................................................................................................. 238 Hold Timer Display ...................................................................................................................... 239 Incoming Call Identification......................................................................................................... 240 Incoming Call Statistics ................................................................................................................ 241 Interposition Call Transfer............................................................................................................ 242 Join Button.................................................................................................................................... 243 Keyboard or Mouse Operation .....................................................................................................244 Load Sharing................................................................................................................................. 245 Loop Hold Display ....................................................................................................................... 246 Message Center............................................................................................................................. 247 Multitasking .................................................................................................................................. 248 Name or Number Dialing ............................................................................................................. 249 Overflow ....................................................................................................................................... 250 Override ........................................................................................................................................ 251 Park and Page ............................................................................................................................... 252 Position Busy ................................................................................................................................ 253 Release Button .............................................................................................................................. 254 Reminder Notes ............................................................................................................................ 255 Split/Switch Button....................................................................................................................... 256 Speed Dial Calling ........................................................................................................................ 257 Three-way Calling ........................................................................................................................ 258 Through Dialing ........................................................................................................................... 259 Transfer Direct to Voice Mail ...................................................................................................... 260 Trunk Group Control .................................................................................................................... 261 Volume Control ............................................................................................................................ 262 Chapter 5 – Automatic Call Distribution ACD Operation ................................................................................................................................... 263 ACD System Features ......................................................................................................................... 269 After Shift Service ........................................................................................................................ 270 Automatic Disconnect .................................................................................................................. 271 Automatic Number Identification (ANI) ...................................................................................... 272 Call Distribution ........................................................................................................................... 273
Contents Hospitality Management Information System viStrata DK Feature Description 5/99 Caller ID ....................................................................................................................................... 274 Data Collection and Reporting ..................................................................................................... 275 Delay Announcements and Music ................................................................................................ 276 Dialed Number Identification Service (DNIS) ............................................................................. 277 Inbound Call Routing ................................................................................................................... 278 Overflow ....................................................................................................................................... 279 PBX Calls ..................................................................................................................................... 281 Queuing ........................................................................................................................................ 282 Queue Alarm Timer ...................................................................................................................... 283 ACD Agent Features ........................................................................................................................... 284 ACD, PBX, and Non-ACD Calls ................................................................................................. 285 ACD Call Pickup .......................................................................................................................... 286 ACD Display Information ............................................................................................................ 287 ACD Help ..................................................................................................................................... 288 After Call Work Time................................................................................................................... 289 Auto Answer with Zip Tone ......................................................................................................... 290 Log In/Log Out ............................................................................................................................. 291 Unavailable Mode......................................................................................................................... 292 Work Unit ..................................................................................................................................... 293 ACD Supervisor Features ................................................................................................................... 294 ACD Agent Assistance ................................................................................................................. 295 ACD Call Pickup .......................................................................................................................... 296 ACD Supervisor LCD Display .....................................................................................................297 ACD Supervisor Log In/Log Out ................................................................................................. 298 Call Monitoring ............................................................................................................................ 299 End of ACD Shift ......................................................................................................................... 300 Insight DK and Insight DK Plus ................................................................................................... 301 General Features.................................................................................................................................. 308 Insight DK Features ............................................................................................................................ 310 Insight DK Plus ................................................................................................................................... 311 MIS Access ................................................................................................................................... 317 Queue Alarm Indication ............................................................................................................... 318 ACD Feature Interaction ..................................................................................................................... 319 Assistance From Busy Supervisor ................................................................................................320 Call Forwarding ............................................................................................................................ 321 Executive/Busy Override.............................................................................................................. 322 Message and Display .................................................................................................................... 323 Station Do Not Disturb (DND)..................................................................................................... 324 ACD Call Center Viewer.............................................................................................................. 325 ACD Software MIS (SMIS) .........................................................................................................332 Chapter 6 – Hospitality Management Information System Hardware Configurations .................................................................................................................... 345 Connection Requirements ................................................................................................................... 347 Main Screen ........................................................................................................................................ 347 Glossary................................................................................................................................................. 351 Index........................................................................................................................................................ 355
Strata DK Feature Description 5/99iii Introduction This manual pertains to features and capabilities of Strata DK14 Release 1, DK40i Release 1, and DK424 Release 4 digital business telephone systems. Each feature profile includes: ©System Availability – indicates whether a feature is standard, optional or available only on certain Strata systems. ©Description – gives a detailed description of the feature. ©Benefits – provides an overview of benefits when using the feature either alone or with other Strata features. Organization This manual is divided into the following chapters: ©Chapter 1 – System Overview outlines basic categories and options for Strata features. Multiple tables provide hardware and software capacities and all the available features. ©Chapter 2 – Features provides all of the available features in the Strata DK systems in alphabetical order. ©Chapter 3 – Strata AirLink™ outlines the basic concepts of the analog and digital wireless systems and describes the components and configuration software. For detailed information, refer to the Strata Airlink Installation and User Guides, and Strata DK I&M (Chapter 16) and General Description Manuals. ©Chapter 4 – PC Attendant Console provides an alphabetical list by feature name, a profile for each Strata DK424 Personal Computer (PC) Attendant Console feature. ©Chapter 5 – Automatic Call Distribution (ACD) details the various features and options available with ACD applications. ©Chapter 6 – Hospitality Management Information System provides an overview of HMIS capabilities. For detailed feature information, refer to the HMIS User Guide and HMIS General Description.
Conventions Introduction ivStrata DK Feature Description 5/99 Conventions ConventionsDescription Note Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Important!Calls attention to important instructions or information. CAUTION!Advises you that hardware, software applications, or data could be damaged if the instructions are not followed closely. WARNING!Alerts you when the given task could cause personal injury or death. [DN]Represents any Directory Number button, also known as an extension or intercom number. [PDN]Represents any Primary Directory Number button (the extension number for the telephone). [SDN]Represents any Secondary appearance of a PDN. A PDN which appears on another telephone is considered an SDN. [PhDN]Represents any Phantom Directory Number button (an additional DN). $ULDO#%ROGRepresents telephone buttons. CourierShows a computer keyboard entry or screen display. Helvetica BoldRepresents LCD displays, tokens or custom IVR functions. For example: M ( ). “Type” Indicates entry of a string of text. “Press”Indicates entry of a single key. For example: Type prog then press Enter . Plus (+)Shows a multiple PC keyboard or phone button entry. Entries without spaces between them show a simultaneous entry. Example: Esc + Enter . Entries with spaces between them show a sequential entry. Example: # + 5. Tilde (~) Means “through.” Example: 350 ~ 640 Hz frequency range. äDenotes the step in a one-step procedure. äDenotes a procedure. See Figure 10Grey words within the printed text denote cross-references. In the electronic version of this document (Strata DK Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext.