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Manuals and User Guides for Toshiba Viewpoint Survey Software. We have
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Toshiba Viewpoint Survey Software manual available for free PDF download: User Manual
Toshiba Viewpoint User Manual (378 pages)
For Strata CS Communication Server
Brand:
Toshiba
| Category:
Software
| Size: 4.68 MB
Table of Contents
Limited Warranty
4
Table of Contents
5
Getting Started
19
Chapter 1. Introducing Strata CS
21
About Strata CS
22
Accessing Strata CS
22
Using the Telephone
22
Using the Strata CS Viewpoint Application
22
Using the Strata CS Viewpoint Application
23
Using Strata CS Viewpoint Web Access
23
Using the TAPI Service Provider and the CMA
23
Feature Comparison Table
24
Getting Technical Support
24
Strata CS Documentation
25
The Strata CS Documentation Set
25
Accessing Online Documentation
26
Chapter 2. Recording Your Voice Title and Voicemail Greeting
29
About Creating Your Voice Title and Voicemail Greeting
30
Recording Your Voice Title
30
Recording Your Voicemail Greeting
31
Using the Telephone
33
Chapter 3. Placing Calls on the Phone
35
About Placing Calls on the Phone
36
Using a Phone Other than Your Own
36
Using an IP Phone
36
Dialing Internal and External Numbers
37
Entering Account Codes When Placing Calls
37
Dialing by Name
38
Dialing a User's Voicemail Directly
38
Placing Calls While You Are Already on a Call
39
Putting Your Current Call on Hold and Placing a New Call
39
Ending a Call Without Losing Calls on Hold
39
Placing Calls with * Options
39
Redialing the Last Call
39
Returning the Last Call
39
Disabling Call Waiting for a Call
40
Placing Calls to an IP Address
40
Placing a Page or Intercom Call
40
Requirements for Receiving a Page or Intercom Call
41
Paging and Intercom Considerations
41
Chapter 4. Answering and Handling Calls on the Phone
43
About Answering and Handling Calls on the Phone
44
Using the Flash Button on Your Phone
44
Answering Strata CS Calls
44
Call Announcing
44
Call Waiting
45
Answering a Call at Another Ringing Phone
46
Using Hands-Free Answering
46
Receiving Internal Intercom Calls with Voice-First Answering
47
Handling Calls with the Phone
48
Putting a Call on Hold
49
Transferring a Call
50
Sending a Call to Voicemail
51
Recording a Call
51
Creating a Conference Call
52
Parking a Call
53
Unparking a Call
53
Putting a Call on Silent Hold
53
Sending a Flash Command to Centrex or Another PBX
53
Getting an Internal Dial Tone
53
Entering an Account Code for a Call
53
Using Toshiba Digital Feature Phones
54
Using Line Appearances
54
Using Custom-Mapped Strata CS Commands
55
Chapter 5 . Managing Voicemail and Your Account with the Phone
58
About Managing Your Account on the Phone
58
Logging on to Your Account
58
About Voicemail
58
Voicemail from the Caller's Point of View
58
Knowing When You Have New Voice Messages
59
If Voice Messages Disappear from Your Folders
59
Customizing Voice Message Playback Order
59
Listening to and Managing Your Voicemail
60
Voice Message Telephone Commands
60
Deleting and Undeleting Messages
61
Replying to a Voice Message
61
Forwarding a Voice Message
61
Calling Back a Voice Message
62
Sending a Message Directly to a User's Voicemail
62
Managing Your Greetings Using the Phone
63
Managing Your Greetings
64
Available Space for Greetings
64
Forwarding Your Calls Using the Phone
65
Turning Call Forwarding on
65
Turning Call Forwarding off
65
Checking Your Call Forwarding Number
65
Ignoring Your Call Rules
65
Sending Your Calls Straight to Voicemail with Do Not Disturb
66
Selecting a Personal Status on the Phone
66
Changing Your Password
66
Chapter 6. Using Strata CS with a Remote Phone
67
About Using Strata CS with a Remote Phone
68
Tips for All Remote Phone Use
71
Using Strata CS from a Remote Number Without Viewpoint
71
Logging on to Strata CS from a Remote Number
72
Receiving Strata CS Calls at a Remote Number
72
Placing Calls through Strata CS from a Remote Phone
73
If Your Remote Phone Is "Stuck" on a Strata CS Session
73
Using Redial and Other Quick Call Commands When Logged in
74
Using Strata CS Viewpoint Remotely
74
Using Viewpoint Remotely with a Phone
75
Associating Viewpoint with a Remote Number
75
Imitating a Station at a Remote Number
76
Using an External Station
76
Placing Strata CS Calls from an External Station
77
Using Viewpoint with an External Station
78
Configuring an External Station
78
Configuring a SIP Phone
80
Changing Your External Station Number with *17
81
Chapter 7. Sharing Stations
83
About Sharing Stations
84
Placing Outbound Calls from Shared Stations
84
Finding out Who Is Currently Logged in at a Station
85
Distinguishing Incoming Calls to a Shared Station
85
Shared Stations and Personal Status
85
Chapter 8 . Using Strata CS Viewpoint
90
About Strata CS Viewpoint
90
Using Viewpoint in Spanish, German, French Parisian or French Canadian
90
Using Viewpoint from any Web Browser
90
Logging on to Viewpoint
91
Sing Trata Cs
91
Using Viewpoint with a Different Phone or Server
92
Using Viewpoint with Another Station or a Remote Number
94
Changing Your Password
95
Logging on with Command-Line Switches
95
Logging on with New Logon Options
95
About the Tip of the Day
96
About the Welcome Wizard
96
Exiting Viewpoint
96
Exiting and Logging off
96
Watching the Viewpoint Quick Tour
96
Elements of the Viewpoint Window
97
The Menu Bar
97
The Toolbar
97
The Navigation Pane
98
The View Bar
99
The Status Bar
100
Hiding and Showing Viewpoint Window Elements
100
Locking Viewpoint Window Elements
101
Customizing the Viewpoint Display
101
Viewpoint Folders
101
Working in Multiple Folders
102
Adding the Calls Pane to any Open Folder
103
Adding the Phonebook Pane to the Call Monitor Folder
103
Using Index Buttons to Find Items Quickly
103
Locking the Current Folder in Place
104
Managing Folders and Items
104
Using Commands in Folders
104
Managing Items in Folders
104
Renaming Items
106
Printing Items in Folders
109
Organizing Items in Folders
109
Viewing Folders in the Folder List
110
Private and Public Folders
110
Managing Folders
110
Viewing Public Folders
111
Managing the Deleted Folder
111
Sharing Folders
112
Viewing Shared Folders
114
Deleting Shared Items
114
Using the Audio Controls
115
Importing and Exporting Strata CS Items
116
Exporting the Extensions List
120
Exporting the Call Log
121
Chapter 9. Using Personal Statuses
123
About Personal Statuses
124
The Personal Status Button in the Status Bar
125
Using Predefined Personal Statuses
125
Selecting a Personal Status
127
Modifying a Personal Status
128
Creating a Custom Personal Status
128
The Personal Statuses Folder
131
Personal Status and Your Active Settings
131
Changing Your Active Settings
132
Active Settings Hierarchy
134
Personal Status Defaults
134
Setting Personal Status Defaults
135
Changing the Personal Status of Another User
136
Chapter 10. Using the Extensions List
137
Viewing Strata CS Extensions
138
Extensions Folder Tabs
139
Extensions Folder Columns
139
Placing Calls to an Extension
141
Sending an Instant Message to an Extension
141
Using Instant Messaging
142
Configuring Instant Messaging Options
142
Disabling Instant Messaging
142
Changing Another User's Personal Status
142
Exporting the Extensions List
142
Chapter 11 . Receiving and Handling Calls in Viewpoint
144
Using the Call Monitor Folder
144
Automatically Sorting New Calls
144
Call Monitor Folder Tabs
145
Call Monitor Folder Panes
147
Call Monitor Folder Columns
147
Displaying the Call Monitor Folder Automatically
147
Selecting and Acting on a Call in the Call Monitor Folder
148
Call Ownership
148
Double-Clicking Calls
149
Commands While a Call Is Ringing
149
Taking the Call
149
Sending the Call to Voicemail
149
Grabbing and Holding the Call
150
Transferring a Call Without Talking to the Caller First
150
Commands While You're on a Call
151
Putting a Call on Hold
151
Transferring a Call
152
Recording a Call
154
Playing Recorded Audio into a Call
155
Associating a Call with a Contact
156
Parking a Call
157
Unparking a Call
157
Sending a Call to Voicemail
157
Muting a Call
158
Playing a Caller's Name
158
Disconnecting a Call While Staying on the Phone
158
Entering an Account Code for a Call
158
Viewing a Call's History
159
Adding Notes to a Call
159
Preventing Certain Calls from Ringing Your Phone
159
Incoming Call Indicators
160
Sharing Your Call Monitor Folder
161
Viewing Shared Calls
161
Chapter 12 . Placing Calls in Viewpoint
164
Placing a Call
164
Placing Calls Using the Dial Bar
164
Using the Place Call to Dialog Box
165
Quick-Dialing from Viewpoint Folders
168
Camping on a Busy User's Extension
169
Placing Calls Using Drag-And-Drop
169
Placing Calls by Using Other Contact Managers
169
Using Dialing Services
170
Entering Phone Numbers Using Various Types of Dialing Service
170
Checking a Number
171
Redialing Numbers and Returning Calls
172
Displaying the Call Monitor When You Place a Call
172
Creating Windows Shortcuts to Speed-Dial a Number
172
Creating Conference Calls
174
Adding Parties to a Conference
174
Conferencing Multiple Active Calls Together
175
Muting Individual Conference Parties
175
Transferring a Conference Call
176
Ending a Conference Call
176
Supervising Other Users' Calls
176
Using the Strata CS or Eyebeam Softphones
177
Chapter 13. Managing Voice Messages in Viewpoint
179
About Managing Voice Messages in Viewpoint
180
The Voicemail Folder
180
Archiving Voice Messages and Call Recordings
181
Managing Thousands of Voice Messages or Call Recordings
181
Listening to Your Voice Messages and Call Recordings
182
Listening to a Voice Message as It Is Being Left
182
Handling Your Voice Messages
182
Forwarding a Voice Message
182
Replying to a Voice Message
183
Calling Back the Person Who Left a Voice Message
184
E-Mailing a Voice Message
184
Playing a Voice Message into a Call
184
Opening the Contact Record from a Voice Message
184
Deleting Voice Messages
185
Associating a Voice Message from "Unknown" with a Contact
185
Marking a Voice Message Unheard
185
Marking a Voice Message Urgent or Private
186
Adding Notes to a Voice Message
186
Managing Call Recordings
186
Sharing Your Voice Messages
186
Managing Your Voicemail Quota
187
Setting a Maximum Length for Your Voice Messages
187
Sending a Message Directly to a User's Voicemail
188
Knowing When You Have New Messages
189
System Tray Button
189
Number in Navigation Pane
189
Stutter Dial Tone
190
Message Waiting Light
190
New Message Sound
190
E-Mail, Pager, and Call Notifications
190
Scheduling Notifications
193
Managing Greetings
196
The Greetings Folder
197
Greeting Hierarchy
198
Recording a New Greeting
198
E-Mailing a Greeting
198
Playing a Greeting into a Call
199
Chapter 14 . Using the Call Log Folder
202
The Call Log Folder
202
Call Log Folder Filters
202
Call Log Folder Columns
202
Viewing Call Details
205
Viewing a Call's History
207
Taking Notes on a Call Log Entry
208
Associating a Call from "Unknown" with a Contact
208
Returning a Call in the Call Log Folder
208
Entering an Account Code for a Call Log Entry
208
Opening the Contact Record from a Contact's Call
209
Listening to a Recorded Call from the Call Log
209
Sharing the Call Log
209
Reporting on the Call Log
210
Exporting the Call Log
210
Advanced Strata CS Features
211
Chapter 15. Call Forwarding and Routing Lists
213
About Call Forwarding and Routing Lists
214
Call Forwarding and Where I am
214
Forwarding Calls
215
Forwarding Calls by Using the Telephone Commands
215
Forwarding Calls in Viewpoint
215
Receiving Forwarded ACD Workgroup Calls
218
Placing Calls at Another User's Extension
218
Call Forwarding and Voicemail
218
Forwarding Calls over Centrex or PBX Trunks
218
Using Routing Lists
219
The Routing Lists Folder
220
Creating a New Routing List
222
Handling Busy Station Calls Differently than Calls Not Answered
226
Routing Calls to Workgroups
226
Using Greetings with Routing List Final Actions
227
Chapter 16 . Managing Contacts and Workgroups
230
About Contact Management and Strata CS
230
The Contacts Folder
230
Using Contacts Folders
230
Private and Public Contacts
231
Changing Double-Click Behavior
231
Using the Index Buttons for Quick Access
231
Managing Contacts
232
Entering a New Contact
232
Placing Calls to Your Contacts
235
Sharing Your Contacts
235
Teaching Strata CS to Recognize Your Contacts
235
Identifying Contacts by Name
236
Associating a Call or Caller ID Number with a Contact
237
Understanding Name and Number on Caller ID
239
Using Contact Pins for Guaranteed Recognition
239
Opening Contacts from Within Other Folders
240
Using Contacts in Another Contact Manager
240
Using the Strata CS Contact Manager Assistant
241
Importing Contacts from Other Contact Managers into Strata CS
241
Using Workgroups
241
Personal and Public Workgroups
243
The Workgroups Folder
243
Creating a Workgroup
243
Having a Workgroup Appear as an Extensions Tab
244
Chapter 17 . Using Call Rules
248
About Call Rules
248
Call Rules Overview
248
Examples of How You Can Use Call Rules
249
The Call Rules Folder
249
Creating a New Call Rule
250
Combining Caller and Schedule Conditions
251
Setting Caller Conditions
251
Setting Schedule Conditions
252
Selecting How a Call Rule Handles a Call
254
Enabling or Disabling a Call Rule
254
Choosing the Priority of a Call Rule
255
How Strata CS Resolves Call Rule Setting Conflicts
255
Ignoring All Call Rules
256
Chapter 18. Customizing Viewpoint
257
About Customizing Viewpoint
258
Guide to the Options Dialog Box
258
Customizing Telephone Behavior
261
Specifying Your Phone Type
261
Recording a Voice Title
261
Changing the Language of Telephone Command Prompts
262
Customizing or Turning off Call Announcing
262
Customizing or Turning off Call Waiting
264
Displaying Caller ID on a Phone
264
Turning Ringback for Calls on Hold on and off
265
Changing Your Personal Operator
265
Customizing Your Listing in the Dial-By-Name Directory
265
Customizing How Long Your Phone Rings
266
Changing Ring Patterns
267
Enabling and Disabling Hands-Free Answering
267
Enabling and Disabling Voice-First Answering
268
Customizing Your Hold Music
268
Configuring a Digital Feature Phone
269
Customizing Incoming Call Behavior
272
Customizing ISDN Outbound Caller ID
273
Customizing SIP Accounts
275
Customizing Voice Message Behavior
276
Turning off Stutter Dial Tone
276
Enabling a Message Waiting Light
276
Setting Voice Message Playback Order
276
Playing a Sound When a New Message Arrives
276
Customizing Viewpoint for Operators
277
Customizing the Viewpoint Display
278
Showing or Hiding Viewpoint Window Elements
278
Defining Double-Click Behavior in the Contacts Folder
278
Customizing Columns
278
Changing the Font of a Viewpoint Folder
280
Changing How Names Are Displayed
280
Hiding and Showing Toolbar Buttons in a Folder
280
Enhancing Viewpoint with Add-Ins
281
Managing Add-Ins
281
Using the Reverse Phone Number Lookup Sample Add-In
282
Using the Desktop Alert Add-In
282
Using the Strata CS Instant Messaging Add-In
284
Other Customization Options
285
Appendices
287
Appendix A. Telephone Commands Quick Reference
289
Call Announcing Commands
289
Call Handling Commands
290
Quick Call Commands
291
Quick Call Commands for Call Center Agents
293
Voicemail/Account Menu
294
Logging on
294
Logging on from a Remote Location
294
Voicemail/Account Menu Commands
295
Appendix B. Working as an Agent in a Call Center Queue
297
Starting and Ending Your Shift, and Taking Breaks
298
Starting Your Shift
298
Ending Your Shift
299
Taking a Break
299
Whether this Chapter Applies to You
298
What Call Center Agents Need to Know to Get the Job Done
299
Working at Different Phones
300
Signing in and out of a Queue
301
To Sign in or out of a Queue
301
Seeing Whether You Are Signed in or out of a Queue
301
Receiving and Handling Queue Calls
302
Viewing Your Position in the Queue
302
Being Monitored or Coached by a Supervisor
302
Using the Call Monitor Tabs
303
Wrap-Up Time
304
Viewing Queue Activity
304
Placing Calls from a Queue
304
Determining Whom You Are Calling as
305
Popping up Caller Information
305
Working Remotely
305
Appendix C. Supervising a Call Center Queue
307
About Supervising Queues in Viewpoint
308
Exempting Supervisors from Receiving Queue Calls
308
Viewing Current Queue Calls
308
Monitoring Queue Statistics
309
Viewing Queue Statistics in the Queue Monitor Folder
309
When Statistics Are Reset
318
When Statistics Are Refreshed
318
About Agents' Personal Status and State
319
Monitoring the Position of Agents in the Queue
319
Monitoring Queue Statistics Using the Phone
322
Supervising Other Agents' Calls
322
Viewing When Agents Are Being Monitored
323
Managing Agents' Status
324
Signing Agents in or out of a Queue
324
Changing an Agent's Personal Status
325
Managing a Queue's Voice Mailbox
326
Managing Queue Voice Messages on the Telephone
326
Appendix D. Working as an Agent in an ACD Workgroup
327
About Participating in an ACD Workgroup
328
Use of the Strata CS Viewpoint
328
Marking Yourself Ready and Unavailable
328
Receiving a Call
329
Using the Call Monitor
329
Listening to the ACD Workgroup's Voicemail
330
Placing ACD Workgroup Calls
330
Taking a Break
330
Viewing the ACD Workgroup's Contacts and Call Log
330
Appendix E. Using the Strata CS Archived Recording Browser
331
Running the Archived Recording Browser
331
Searching for Recordings
332
Starting a New Search
332
Saving Your Current Search
338
Loading a Saved Search
338
Managing Individual Recordings
338
Acting on Archived Call Recordings
339
Checking the Archive for Missing Audio Files
341
Purging Archived Recordings
341
Importing a Recording Archive from Strata CS 6.X
342
About the Strata CS H.323 Softphone
344
Recommended USB Phones
344
Softphone Requirements
345
Appendix F. Using the Strata CS H.323 Softphone
344
Defining the Strata CS Softphone as Your External Station
345
Using the Strata CS Softphone
346
Starting the Strata CS Softphone
346
Showing the Softphone Keypad Window
347
Placing a Call with the Softphone
347
Exiting the Softphone
347
Configuring the Strata CS Softphone
347
Adjusting Microphone and Speaker Volume
348
Setting Preferences
348
Setting Call Restrictions
348
Keeping the Keypad Window Always on Top
349
Using the Stand-Alone Softphone
349
Configuring the Stand-Alone Softphone
349
Softphone Notes
350
About the Eyebeam SIP Softphone
352
Recommended USB Phones
352
Appendix G. Using the Eyebeam SIP Softphone
352
Before Installing the Eyebeam Softphone
353
Installing and Configuring an Eyebeam SIP Softphone
353
Launching the Eyebeam Softphone
356
Using Eyebeam with Strata CS
357
Using the /Station Command
360
Appendix H. Logging on with Command-Line Switches
361
Appendix I. Reporting Problems
361
Using the Problem Report Wizard
361
Reporting a Problem that Involves a Specific Call
362
Reporting Other Problems
362
Index
363
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