Toshiba Stratagy 4/6/24 Installation And Maintenance Manual

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

							STRATAGY 4/6/24 AUGUST 1994 
TOSHIBA SYSTEM PRACTICES 
VOICE PROCESSING  SYSTEMS 
GENERAL  DESCRIPTION 
I AtoZ  KELLATRONICS,  INC, 
0  COPYRIGHT  1994 TOSHIBA  AMERICA  INFORMATION  SYSTEMS, INC. 
All rights  reserved.  No pat-t  of this  manual,  covered  by the  copyrights  hereon, may be reproduced  in any  form  or 
by  any  means-graphic,  electronic, or mechanical,  including recording,  taping, photocopying,  or information 
retrieval  systems-without  express written permission  of the  publisher  of this  material.  
						

							STRATAGY 4/6/24 AUGUST 1994 
TOSHIBA SYSTEM PRACTICES 
STRATACY 4,6, and 24 
GENERAL END USER INFORMATION 
The STRATAGY Voice Processing Systems are registered in 
accordance with the provisions of Part 68 of the Federal 
Communications Commission’s Rules and Regulations. 
FCC REQUIREMENTS 
Means of Connection: The Federal Communications 
Commission (FCC) has established rules which permit 
STRATAGY systems to be connected directly to the 
telephone network. Connection points are provided by the 
telephone company-connections for this type of 
customer-provided equipment will not be provided on coin 
lines. Connections to party lines are subject to state 
tariffs. 
Incidence of Harm: If the system is malfunctioning, it may 
also be disrupting the telephone network. The system 
should be disconnected until the problem can be 
determined and repaired. If this is not done, the telephone 
company may temporarily disconnect service. If possible, 
they will notify you in advance, but, if advance notice is 
not practical, you will be notified as soon as possible. You 
will be informed of your right to file a complaint with the 
FCC. 
Service or Repair: For service or repair, contact your local 
Toshiba telecommunications distributor. To obtain the 
nearest Toshiba telecommunications distributor in your 
area, call Toshiba America Information Systems, Inc., 
Telecommunication Systems Division in Irvine, CA (714) 
583-3700. 
Telephone Network Compatibility: The telephone company 
may make changes in its facilities, equipment, operations, 
and procedures. If such changes affect the compatibility 
or use of the STRATAGY system, the telephone company 
will notify you in advance to give you an opportunity to 
. maintain uninterrupted service. 
Notification of Telephone Company: Before connecting a 
STRATAGY system to the telephone network, the 
telephone company may request the following: 
1. Your telephone number. 
2. FCC registration number: 
1 A92PJ-10975-VM-E 
VOICE PROCESSING SYSTEMS 
3. Ringer equivalence number: 0.6B. The ringer equivalence 
number (REN) is useful to determine the quantity of 
devices which you may connect to your telephone line 
and still have all of those devices ring when your number 
is called. In most areas, but not all, the sum of the RENs 
of all devices connected to one line should not exceed 
five (5.08). To be certain of the number of devices you 
may connect to your line, as determined by the REN, you 
should contact your local telephone company to ascertain 
the maximum REN for your calling area. 
4. Network connection information USOC jack required: 
RJ14C. 
RADIO FREQUENCY INTERFERENCE 
Warning: This equipment generates, uses, and can radiate 
radio frequency energy and if not installed and used in 
accordance with the manufacturer’s instruction manual, may 
cause interference to radio communications. It has been tested 
and found to comply with the limits for a Class A computing 
device pursuant to Subpart J of Part 15 of FCC Rules, which 
are designed to provide reasonable protection against such 
interference when operated in a commercial environment. 
Operation of this equipment in a residential area is likely to 
cause interference, in which case, the user, at his own 
expense, will be required to take whatever measures may be 
required to correct the interference. 
This system is listed with Underwriters Laboratory. 
LISTED 
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							STRATAGY 4/6/24 AUGUST 1994 
TABLE OF CONTENTS 
CHAPTER 1 PAGE 
SYSTEM OVERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . l-l 
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....... l-1 
System Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . l-l 
System Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . l-l 
CHAPTER 2 
SYSTEM ARCHITECTURE.. ........................................................................................................ 2-l 
Hardware ............................................................................................................................ 2-l 
Internal Components .......................................................................................................... 2-l 
Software.. ............................................................................................................................ 2-l 
Call Processing Control ...................................................................................................... 2-2 
Administrative Menus ......................................................................................................... 2-2 
CHAPTER 3 
SYSTEM DEFINITIONS AND APPLICATIONS ........................................................................... 3-l 
System Definitions.. ......................................................................................................... .:. 3-l 
Basic Applications.. ............................................................................................................. 3-l 
Advanced Applications ....................................................................................................... 3-2 
CHAPTER 4 
FEATURES.. ................................................................................................................................. 4-1 
Overview.. ........................................................................................................................... 4-l 
System Features.. ............................................................................................................... 4-l 
Administration Features.. .................................................................................................... 4-5 
User Features ..................................................................................................................... 4-8 
CHAPTER 5 
SYSTEM SPECIFICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 
Stratagy 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 5-l 
Stratagy 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 5-1 
Stratagy 24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 
FIGURE LIST 
FIGURE TITLE PAGE 
l-l 
Stratagy Applications.. .................................................................................................................. l-2 
2-l 
Stratagy 4 and Stratagy 6 System.. .............................................................................................. 2-3 
2-2 
Stratagy 24 System ...................................................................................................................... 2-4 
TABLE 
TABLE 
4-l 
LIST 
, 
TITLE PAGE 
List of Features... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 4-12 
i  
						

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

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

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