Toshiba Stratagy 4/6/24 Installation And Maintenance Manual

							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
4.3 HOLIDAY GREETINGS - DIFFERENT DAY 3. Plays User ID 991’s greeting 5 (Thanksgiving 
EACH YEAR greeting). 
Certain holidays, such as Thanksgiving and Labor Day, 
occur on same different days each year. 
To inform callers that your offices are closed for the 
holiday, you can record a greeting that plays only on the 
holiday. 
4.3.1 THE ASSUMPTIONS 
For this example, the User ID 990 (company greeting) 
assumptions are: To guarantee that Stratagy will program the holiday 
schedule after the open greeting schedule, the holiday 
schedule starting time was scheduled one minute after 
the regular open greeting schedule. 
To program holidays that occur on different days each 
year, define the Frequency of Change fields as 11 
months and 29 days, restricted to the appropriate Days 
of the Week. 
greeting 1 plays: “Thank you for calling...” 
User ID 990 chains to User ID 991 
The User ID 991 (caller instructions) assumptions are: 
Thanksgiving greeting: greeting 5 
start greeting time: 8:01 a.m. 
days greeting plays: Thursday 
4.3.2 THE PROGRAMMING 
Scheduling the Thanksgiving greeting includes defining 
the Auto record and recording the greeting for User ID 
991. 
4.4 EXTENSION CHANGE 
With Stratagy, you can program a different phone 
number for a user for a particular day of the week, time of 
day, etc. You can use the Auto record’s Extension field to 
define the different phone number. Normally, Stratagy 
processes calls to the Users Menu Extension field. When 
the scheduled event occurs, Stratagy processes the calls 
using the Auto record’s Extension field. 
For this example, assume that an employee works in a 
different office on Fridays than he does on Monday 
through Thursday. 
Define the Auto record as follows: 
Enable: YES 
Change On (date): 11/24/94 
Change At (time): 08:Ol (8:07 a.m.) 
Every Month(s): 11 
Every Day(s): 29 
Every Hour(s): 0 
Every Minute(s): 0 
Restricted To (MTWTFSS): NNNYNNN 
Extension: (leave blank) 
Rings: (leave blank) 
Do Not Disturb: ON 
Call Screening: OFF 
Greeting: 5 
4.4.1 THE ASSUMPTIONS 
The assumptions are: 
user’s extension (User ID): 6340 
Friday’s office phone number: 3700 
4.4.2 THE PROGRAMMING 
Define the Auto record as follows: 
Enable: YES 
Access User Mode via telephone. Record: 
greeting 5: “Our offices are closed today so that we 
can celebrate Thanksgiving with our families. 
Please call back during regular business hours.” 
4.3.3 HOW IT WORKS 
Every year on Thanksgiving, if a caller accesses User ID 
990 (company greeting) after 8:01 a.m., Stratagy: 
1. 
Plays User ID 990’s greeting 1 (company 
greeting). 
2. Follows the User ID 990 chain to User ID 991 
(caller instructions). Change On (date): 08/09/94 (current date) 
Change At (time): 08:OO (8:OO am.) 
Every Month(s):0 
Every Day(s): 7 
Every Hour(s): 0 
Every Minute(s): 0 
Restricted To (MTWTFSS): NNNNYNN 
Extension: 3700 
Rings: (leave blank) 
Do Not Disturb: ON 
Call Screening: OFF 
Greeting: (leave blank) 
4.4.3 HOW IT WORKS ’ 
Every Friday after 8:00 a.m., if a caller access User ID 
6340, Stratagy directs the call to extension 3700. 
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							STRATAGY 4/6,‘24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
‘, 
4.5 UNSUPERVISED CONFERENCING 
If your telephone system supports unsupervised 
conferencing, you can schedule Stratagy to call an off 
premise location for the conference call. 
4.5.1 THE ASSUMPTIONS 
In this example, the assumptions are: 
conference code : *3 
operation required to connect to calls in a 
conference: F-F- 
phone number: 583-3700 
dial 9 for an outside line 
4.5.2 THE PROGRAMMING 
Define the Auto record to contain: 
Extension: 3-9W(2,T)583-3700W(3,V)F-F-H 
The Extension field breaks down as follows: 
Conference code. (The code varies 
depending upon the telephone 
system.) 
Pause for a half (.5) second. 
Dial 9 for an outside line. 
Wait up to 2 seconds to hear dial 
tone. 
Dial the phone number 583-3700. 
Wait up to 3 rings for a voice to 
answer. 
Hook-flash and pause for a half 
second. Hook-flash and pause for a 
half second. (The code varies 
depending upon the telephone 
system.) 
Hang up immediately. 
4.5.3 HOW IT WORKS 
For the day and time scheduled, Stratagy: 
1. Dials the off premise location for the conference 
call. 
2. Connects the calls in a conference. 
3. Hangs up. 
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							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL 
SEPTEMBER 1994 
MAINTENANCE AND UPGRADES SECTION 
Chapter 1 - - - - - - - - - - 
Maintaining the System 
Chapter 2 
- - - - - - - - - - Upgrading the System 
AtoZ KELLATRONICS, INC  
						

							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
MAINTENANCE AND UPGRADES SECTION 
CHAPTER 1 
MAINTAINING THE SYSTEM  
						

							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL 
SEPTEMBER 1994 
TABLE OF CONTENTS 
Chapter 1 
- Maintaining the System 
PARAGRAPH 
SUBJECT PAGE 
1 
2 
2.1 
2.2 
3 
4 
4.1 
4.2 
5 
5.1 
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							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
CHAPTER 1 
MAINTAINING THE SYSTEM 
1 INTRODUCTION 
Maintaining Stratagy involves: 
n Backing up and restoring the Stratagy system 
n Hard disk maintenance 
n Tracking the Stratagy system 
n Removing and replacing components 
2 BACKING UP AND RESTORING 
THE STRATAGY SYSTEM 
With the Stratagy Backup Utility, you can back up and 
restore each of the following: 
database (configuration and integration settings; User 
ID customizations) 
greetings (recordings) 
messages 
Backing up your Stratagy system regularly enables you 
to restore your system with minimal data loss if your 
computer system fails (hard disk drive failure, etc.) or to 
restore your system to an earlier version of the database 
or greetings. 
NOTE: 
System changes and messages recorded since 
the last backup will be lost. 
2.1 SCHEDULING BACKUPS 
How often you schedule backups depends upon your 
company’s needs. For some companies monthly 
backups are appropriate; others require daily backups. In 
addition, we recommend that you backup whenever you 
make changes to your system that you would not want to 
lose (e.g., configuration changes and User ID 
customizations). 
We recommend scheduling backups as follows: 
Database: 
n Each time the Stratagy Configuration Utility is used to 
modify the configuration and integration settings 
n Each time User IDS are customized - added, 
deleted, or modified Greetings: 
n Each time you record special User ID mailbox 
greetings, IVR greetings, etc. 
n Periodically to back up users’ greeting recordings 
Messages: 
n As appropriate. Some companies back up messages; 
others do not. 
Since Stratagy is shut down during backups, we 
recommend that you schedule them when Stratagy is 
least busy. With the System Announcement feature of 
the system User ID mailbox, you can let users know 
when the system will be shutdown for the next backup. 
2.2 USING THE STRATAGY BACKUP UTILITY 
Use the Stratagy Backup Utility to backup or restore the 
database, greetings, and messages. For the procedures, 
see the Installation section, Chapter 5, “Configuring and 
Backing Up Stratagy.” 
3 HARD DISK MAINTENANCE 
Stratagy automatically performs hard disk maintenance 
during scheduled shutdown (but not during normal 
shutdown). The default schedule is Tuesday at I:30 a.m., 
which may not be the schedule for your Stratagy system. 
The shutdown field of the Main Menu displays the date 
and time of the next scheduled shutdown. If you need to 
set the Stratagy System Configuration shutdown 
parameter, see the Stratagy Configuration Utility 
information in the lnstallaton section, Chapter 5, 
“Configuring and Backing Up Stratagy.” 
IMPORTANT NOTE: 
If you do not want Stratagy to automatically 
perform scheduled shutdown, set the shutdown 
parameter to perform shutdown when you want 
the scheduled shutdown to occur. After Stratagy 
performs the scheduled shutdown, re-comment 
out (place a # in front of) the parameter. We 
recommend performing scheduled shutdown at 
least weekly 
During scheduled shutdown, Stratagy: 
n 
n Checks the hard disk for lost files or anything unusual. 
Automatically fixes any errors. 
Optimizes the hard disk: reassembles each 
fragmented file into one piece and moves the files so 
there are no “holes” befween them. Unoptimized disks 
take longer to process files. 
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							STRATAGY 4/ 6/ 24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
4 TRACKING THE STRATAGY 
SYSTEM Stratagy log. Logs startup information, execution error 
information, system actions, and shutdown information. 
Tracking the Stratagy system involves analyzing system Parameter: lognam. 
Default activity: active. 
operation and User ID activity. This section discusses: 
n Stratagy Main Menu and Users Menu information 
q Stratagy log information Default name: Stratagy.LOG. 
NOTE: 
This file keeps growing slowly. Periodically 
archive or delete it once or twice a year. 
4.1 MAIN MENU AND USERS MENU Message log. Logs every received message and every 
INFORMATION User ID that checks for messages along with the DTMF 
To track system operation, viewing the system activity entered. 
statistics of the Main Menu provides information about: 
Parameter: msg-log. 
* 
n Port activity and CPU usage Default activity: inactive. 
Default name: MSG.LOG. 
q Number of defined User ID mailboxes 
NOTE: 
n Available disk space in time and percent of the disk 
I Number of calls answered since the system started 
1 Notify activity When active, grows quickly. Archive or delete 
frequently 
User ID log. Logs the date, time, and User ID number 
whenever a User ID is accessed via DTMF. Useful for 
n Date and time system last started 
R Next date and time of scheduled shutdown 
n Fax port activity creating a data file which can later be analyzed for call 
distributions and accesses by dates, days, and times. 
Parameter: user-log. 
Default activity: inactive. 
For details, see the Programming section, Chapter 3, Default name: USERID.LOG. 
“Accessing and Using Stratagy,” “Using the Main Menu.” 
NOTE: 
To track User ID activity, viewing the User ID statistics of When active, grows quickly. Archive or delete 
the Users Menu or generating a report based on these frequently 
statistics, provides information about: 
H Date and time User ID was created 
E Date and time User ID was last modified 
5 REMOVING AND REPLACING 
H When date and time statistics were last reset COMPONENTS 
n Message activity Before removing and replacing components, you need to 
know: 
H Caller activity 
n How to safely open a personal computer and 
n User activity install/remove cards in the computer. 
For details, see the Programming section, Chapter 4, n How to identify basic components of a personal 
“Customizing User ID Mailboxes,” ‘Using the Users computer: e.g., motherboard, video board, controller 
Menu.” board, voice board, disk drives, power supply, cables, 
etc. 
4.2 STRATAGY LOG INFORMATION This section discusses: 
If you need more system operation or User ID 
information, Stratagy provides the following logs. Use the w Stratagy voice board code and activation 
Stratagy System Configuration option of the Stratagy key-number. 
Configuration Utility to define whether the log is active 
(not commented out) and its filename. See the n p 
rocedures for removing and replacing Stratagy 
Installation section, Chapter 5, “Configuring and Backing system hardware components. 
Up Stratagy” for details. 
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							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
5.1 STRATACY VOICE BOARD CODE AND 
ACTIVATION KEY-NUMBER 
Only Stratagy voice boards can be used in a Stratagy 
system. In addition, each Stratagy system has a unique 
activation key-number that matches the Stratagy system 
software to a specific Stratagy voice board. 
IMPORTANT NOTE: 
Use only Sfratagy voice boards supplied by 
Toshiba in your Stratagy system. Non- 
Sfratagy voice boards will cause your entire 
system to be non-operational. 
Stratagy voice boards are manufactured by Rhetorex, 
Inc. and are configured with a unique Stratagy code 
allowing them to work with a Stratagy system. You must 
install and use only Stratagy voice boards supplied by 
Toshiba. Other Rhetorex voice boards manufactured for 
other voice processing systems are not configured with 
the unique Stratagy code. Therefore, a non-Stratagy 
voice board installed in a Stratagy system will cause the 
entire system to become non-operational. All non- 
Stratagy voice boards 
must be removed to allow the 
Stratagy system to function. In a Stratagy 24 system, the 
non-Stratagy voice boards will be identified on the 
monitor. Non-Stratagy voice boards will also be identified 
in the Stratagy 4 and 6 systems when these systems are 
accessed using a laptop PC with Stratagy Remote 
software via local or remote access. 
IMPORTANT NOTE: 
Each Stratagy voice processing system has a 
unique activation key-number entered during 
manufacturing that matches the Stratagy 
system software to a Stratagy voice board. 
The software will not work with any other 
voice board. 
Each Stratagy voice processing system has a unique 
activation key-number that matches the Stratagy system 
software to a Stratagy voice board. This number is 
entered into the system during manufacturing. 
The activation key-number is written on a piece of 
paper that is shipped with the Stratagy system. Store 
the number in a safe place. 
The activation key-number must be entered to allow the 
Stratagy system to operate under the following 
conditions: 
n 
n 
n 
n The Stratagy factory-installed voice board is removed. 
The Stratagy hard disk drive is replaced or upgraded. 
The Stratagy system software is re-installed or 
upgraded. 
Fault isolating or troubleshooting a Stratagy system 
under direction of Toshiba Technical Support. 
In 
most cases, you must re-enter the original activation 
key-number shipped with the system. In other cases, you must obtain a new activation key-number by 
contacting Toshiba. 
5.2 PROCEDURES FOR REMOVING AND 
REPLACING COMPONENTS 
The basic procedures for removing and replacing, or 
installing, Stratagy system hardware are: 
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
Use the Stratagy Backup Utility to back up the 
database, greetings, and messages, as required. 
For details, see the Installation section, Chapter 5, 
“Configuring and Backing Up Stratagy.” 
Turn the Stratagy system’s power off. 
Unplug the power cord. 
Open the Stratagy system. 
Remove and replace (or install) the components. 
Close the Stratagy system. 
Plug in the power cord. 
Turn the power on. 
In addition, note the following special procedures: 
Voice board - For information about addressing and 
installing Stratagy voice boards, see Chapter 2, 
“Upgrading the System” and the Installation section, 
Chapter 3, “Installing the Hardware.” 
Hard disk - When installing a hard disk: 
1. Follow the manufacturer’s instructions. 
2. Install the Stratagy system or Prompt software 
(when required) from the floppy drive. Refer to 
Installation section, Chapter 5, “Configuring and 
Backing Up Stratagy,” “Install from A: Drive.” 
a. 
b. 
C. 
The system prompts for the first disk. Inset-t the 
first diskette. Follow the directions. 
The system prompts: 
Enter Activation-key number. 
Enter the Activation-key number that came 
with your Stratagy system hardware. If you 
incorrectly enter the Activation-key number, 
Stratagy will abort and stop. You must now 
press Ctrl, 
Alt and Del simultaneously. 
Follow the system prompts. When complete, 
the Main Menu displays. 
3. Access the Stratagy Configuration Utility. Select 
Shutdown 
(Alt + S) from the Main Menu. 
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							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
4. Restore the backup database, greetings and 
messages. Use the Stratagy Backup Utility (see 
the Installation section, Chapter 5, “Configuring 
and Backing Up Stratagy” for details). 
5. Return to the Main Menu. Press Esc from the 
Stratagy Configuration Utility Menu. Stratagy is 
now operational. 
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							STRATAGY 4/6/24 INSTALLATION AND MAINTENANCE MANUAL SEPTEMBER 1994 
MAINTENANCE AND UPGRADES SECTION 
. 
CHAPTER 2 
UPGRADING THE SYSTEM