Toshiba CIX-AG-NP-VA manual

April 2008 T elecommunication Systems Division Net Phone Administrator Guide ®[...]

Publication Information T oshiba Amer ica Information Systems, Inc. T elecommunication Sys tems Division Publication Information T oshiba America Info rm ation Sy stems, Inc., T elec ommunication Systems Division, reserves the right, without prior notice, to revise this information publicat ion for any reason , including, but not limited to, ut ili[...]

© Copyright 2008 This document is copyrighted by T oshiba Americ a Information Sy stems, Inc. with all rights reserved. Un der the copyright laws, this d ocument cannot be rep roduced in any form or by any means—gr aphic, electr onic, or mecha nical, incl uding recording, tap ing , ph otocopyi ng, without prior written permission of T oshiba. No[...]

TOSHIBA AMERICA INFORMA TION SYSTEMS, INC. ( “ T AIS ” ) T elecommunication Systems Division License Agr eement IMPORT ANT : THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND T AIS. CAREFULL Y READ THIS LICENSE AGREEMENT . USE OF ANY SOFTWARE OR ANY RELA TED INFORMATION (COLLECTIVEL Y , “SOFTWARE”) IN[...]

T oshiba America Information Systems, Inc. T elecommunication Systems Division Limited W arranty T oshiba America Information Systems, Inc., (“T AIS ”) warr an ts tha t : • The CIX Attendant Console equipment, such as the PC (excep t for fuses, lamps, and other consumables) will, upon delivery by T AIS or an authorized T AIS dealer to a retai[...]

W ARRANTIES FOR NON-T OSHIBA BRANDED THIRD P ARTY PRODUCTS A valuable element of T oshiba’s product str ategy is to offe r our customers a comp lete product portfolio . T o provide this value to our customers at the most op timal prices, we of fer both T oshiba-branded and third-p arty manufactured product s that support our T oshiba S trata CIX [...]

Strata CIX Net Phone A G 04/08 i Contents Introduction Organization .................................. ....................... ...................... .................. .................. ...... v Conventions ..................... .................. ...................... ....................... ...................... .......... ....vi Related Docu[...]

Contents Chapter 3 – De ploying Net Phone ii Strata CIX Net Phone A G 04/08 Chapter 3 — Deploying Net Phone Server-based Automatic Upgrades ................. ....................... ...................... .................. .... 20 How it Works ................... .................. ...................... ....................... ...............[...]

Contents Chapter 6 – Open Architecture Inte rf aces Strata CIX Net Phone A G 04/08 iii Editing the ONP_ACD.INI File (ACD)..................................... ..... .................. .... ..... .... ....59 Editing Chat_COS.INI File (Chat) .......................... ....................... ...................... .............60 Chapter 6 — Open[...]

This page is intentionally left blank.[...]

Strata CIX Net Phone A G 04/08 v Intr oduction This user guide describes how to use the Toshiba Net Phone software with Strata CIX670, CIX200, CIX100, CIX100-S, and CIX40 tele phone systems: Or ganization • Chapter 1 – Overview provides an overview of the Net Phone Administrator screens and functions. • Chapter 2 – Installation covers the N[...]

Introd uction Conv entions vi Strata CIX Net Phone A G 04/08 Con ventions Con ventions Description [DN] Represents any Directory Number button, also known as an extension or intercom number . T elephones can have multiple extensions. Incoming calls ring extensions bottom to top. [PDN] Represents any Primary Directory Numb er button (the extensi on [...]

Introd uction Related Documents/Media Strata CIX Net Phone A G 04/08 vii Related Documents/Media Note Some documents listed here may appear in different versions on electronically or in print. T o find the most current version, che ck the ve rsion/date in the Publication Information on the back of the document’ s title page. Refer to the followin[...]

This page is left intentionally blank.[...]

Strata CIX Net Phone A G 04/08 1 Over vie w 1 This document is the System Administra tor ’ s Guide for the Net Phone. This book contains information for a system administra tor to install and admini s ter on e or more installations of Net Phones. The ‘System Ad ministrator ’ is assumed to be a person familiar with the phone system , computers[...]

Overview 2 Strata CIX Net Phone A G 04/08 Figure 1 Installation Start ing in V5.0, two levels of software li censing is provided and contro lled by the Net Server (using a software copy key) at the Server PC. No co py key or software licensing is required at the PC. Net Phone can be installed on any nu mber of PCs, and when each PC runs its copy of[...]

Overview Net Phone Software Enhancement Histor y Strata CIX Net Phone A G 04/08 3 V5.0, provides a complete speec h path for V oice over the Internet (V oIP) to provide a complete phone without using a desktop phone. This secon d interface can al so work using a desktop phone or standalone by vi rtue of changing the “profile” settings. This doc[...]

Overview Net Phone Software Enhancement History 4 Strata CIX Net Phone A G 04/08 V er sion 5.1 • ACD V iewer – The Ne t Phone ACD V iewer allows users connected to Strata ACD to view the status of a ll ACD groups to which they belong. This additional functionality does not require MI S software to be installed. Net Phone shows the operating sta[...]

Overview Net Phone Software Enhancement Histor y Strata CIX Net Phone A G 04/08 5 selecting the correct profile. The profil e defines the Extension DN(s) for Net Phone including wh et her o nly a sing le DN o r also a Secondary DN are moni tored. It selects whe the r the au di o is coming via V oIP or via the PBX phone and each profile can define i[...]

Overview Net Phone Software Enhancement History 6 Strata CIX Net Phone A G 04/08 • LOCA TION – Location of event. • ADV ANCE – Number of minutes of advance notice this reminder is given. • ST A TUS – Busy status (Free, Busy , Out of Office) of event. • Post Call Survey Support – Supports an “auto transfer” on hang-up for use as [...]

Strata CIX Net Phone A G 04/08 7 • Added COS setting to prevent selected users from ‘accidentally’ exiting Net Phone. • Made software structural changes to better su pp ort Microsoft recommended procedures for appli cations running the W indows operating systems. • Added a new set of definitions in Preferen ces allowing the user to easily[...]

Overview Net Phone Software Enhancement History 8 Strata CIX Net Phone A G 04/08 • Added dynamic key re-sizing for Quick Response keys on the bottom of the Chat window . • Added a Whiteboard capability within Chat to allow the sharing of the screen with another user with in the Chat domain. • Share screen with other use r and display files on[...]

Overview Requirements Strata CIX Net Phone A G 04/08 9 Requirement s PC Requirements Net Phone only The Net Pho ne software ca n be loaded on a standard IBM-compatible PC running W indows 98, W indows NT , W indows XP , W indows 2000 or 32bit W indows V ista software. The specific requirements of this PC can vary; fo llow the recommended configurat[...]

Overview Beta V ersions 10 Strata CIX Net Phone A G 04/08 Suppor t Plan (Maintenance) Net Phone requires a license that is controlled in the Net Server to operate normally or it will run in a demo mode for a limited time period. This license contains the start date and support date. T oshiba offers fr ee upgrades and technical assistance for all si[...]

Strata CIX Net Phone A G 04/08 11 Installation 2 T wo dif ferent Setup files are offered for installing Net Phone. The one titled Netphone_xxx.exe provides a complete installation for any individual PC. The second is titled NP_xxx_Server .exe and of fers both an ability to install on an individual PC or installing on the Net Server PC for automatic[...]

Inst alling Net Phone • Start by checking to see that Net Server is installed and is oper ating on a Server PC on the network. V ersion 4.3.36 minimum is required for the V oIP audio capabilities to work. T ake note of the “Network Na me” of this server PC. This “Network Name” would be: 1) The NET BIOS name if the target PC is on the same[...]

Strata CIX Net Phone A G 04/08 13 1. The initial screen will advise you to shut down all W indows programs to ensure that all modules can be installed. Click Next. 2. Please read the License Agreement and clic k the I Agree button if you agree with the licensing provision and want to c ontinue with the installation process. 3. It is highly recommen[...]

Installation Setup User Profiles 14 Strata CIX Net Phone A G 04/08 Setup User Profiles When Net Phone is started, th e first item that will need t o be defined is at least one User Profile. ³ T o define a User Profile 1. Go to the Main Menu > File > Change Login. The Ne t Phone Login Prof ile dialog box displa ys. 2. Select from existing pro[...]

Installati on Setup User Profiles Strata CIX Net Phone A G 04/08 15 • Description – Enter a name (or modi fy the name) to call the profile. • Profile T ype – Use the pull down list and choose a type. • Single PBX Extension – Defines a sing le PBX DN that will be monitored for calls. • Primary and Secondary PBX Extension – Defines a [...]

Installation Setup User Profiles 16 Strata CIX Net Phone A G 04/08 • Secondary PBX Ext – Click the Modify button to open the User Info dialog. • User Info – Enter the User Name, Password (optional), and Extension Number for the secondary DN to monitor . Click Save when done. • PBX Phone Audio – Use the pull down menu and choose whether [...]

Installati on V oic e ov er IP A udio Strata CIX Net Phone A G 04/08 17 V oice over IP Audio When V oice over IP is used for the Audi o connection, some additional choices are necessary for determining how th e audio path will be connected to the PC. When V oIP is the primary DN, an additional button appear s on the main screen of Net Phone. This b[...]

This page is left intentionally blank.[...]

Strata CIX Net Phone A G 04/08 19 Deplo ying Net Phone 3 When installi ng a system involvin g a number of Net Phones, using server -based configurations and/or copying of configuration files o nto other PCs can improve the on-going adminis tration. This section describes three server-based configuration items plus instructions for duplicating confi[...]

Deploying Net Phone Ser ver-based A utomatic U pgrades 20 Strata CIX Net Phone A G 04/08 Server-based Automatic Upgrades Net Phone supports an automatic upgrade f eature to ease the burden of i nstalling new releases on dozens of workstations, and se tup files are released for each new version of Net Phone: Netphone_xxx.exe = Complete Setup file fo[...]

Deploying Ne t Phone Setting Up Net Server f or Automatic Upgr ades Strata CIX Net Phone A G 04/08 21 Setting Up Net Server for Automatic Upgrades The System Administrator must install th e upgrade files on the Net Server . Launch NP_xxx_Server .exe on the Net Server PC. Choose your Installation T ype. Select Server Upgrade Installation . • Clien[...]

Deploying Net Phone Setting Up Net Server f or Automatic Upg rades 22 Strata CIX Net Phone A G 04/08 Select whether to For ce the Update on Each User or Give User Option to Upgrade . For most LAN installations, forcing the user s to upgrade is the best choice. If you support users who conne ct via IP devices over relative ly slow W AN lin ks, you s[...]

Deploying Ne t Phone Adv anced In f ormation Strata CIX Net Phone A G 04/08 23 Advanced Information Setup creates a folder called “NetPhoneInst all” in the Net Server folder . Setup places copies of netphone_xxx.exe , NP_Upgrade.exe , and InstallV ersion.ini in the Install folder . The InstallV ersion.ini file is part of each release of NP_xxx[...]

This page is left intentionally blank.[...]

Strata CIX Net Phone A G 04/08 25 Server -based Dial Plan 4 Each Net Phone can be configured to follow a local Dial Plan or a Server -based Dial Plan. This is controlled i n Net Phone’ s Preferences dialog box under the Dialing T ab. How a person accesses outside lines and the numbers to be dialed can be fairly complex and is best administered us[...]

Server- based Dial Plan Dial Plan Setup 26 Strata CIX Net Phone A G 04/08 ³ T o Setup a Dial Plan on the S erver 1. Go into the Net Server , under Processes, Show the Dial Plan Service (right-click and choose Show Service). 2. In the Dial Plan Service dialog box, c lick the Setup Dial Plan button to show the following screens:[...]

Server-base d Dial Plan Dial Plan Setup Strata CIX Net Phone A G 04/08 27 Calling Within My Home Area Code • Home Area Code – Set this to the Area code where the phone is located. This will be used by Net Phone to determine which dialed calls are within your home area code and when searching a contact manager (reverse screen-pop) the dialed num[...]

Server- based Dial Plan Dial Plan Setup 28 Strata CIX Net Phone A G 04/08 Calling Outside the Home Area Code • Local calls? – Select either None or Only Calls to These Area+Office Codes. • Local Area+Office Codes – This entry is only presented when you chose Only Call to These Area+Office Codes in the previous step. The pull down listing sh[...]

Strata CIX Net Phone A G 04/08 29 Server -based Net Phone COS 5 The creation of a Server-based Class of Se rvice for Net Phone begins in Net Server using the Net Server Administ rator program, followed by creating yo ur co nfig uratio n on the Admin Net Phone, then publishing the configuration files to the Net Server PC. The steps are as follows: ?[...]

Server- based Net Phone COS Dial Plan Setup 30 Strata CIX Net Phone A G 04/08 Step 1: Create User Gr oups (Net Ser ver) 1. Open Net Server Administrator by selec ting Setup/Administration from within Net Server . 2. Log in with username admin and password admin. 3. Select the User Groups tab. 4. Click the Add New Record button (see circled button o[...]

Strata CIX Net Phone A G 04/08 31 6. Click the Add New Record button again, an d this time, type in a name to represent the Net Phone Users’ group (Net PhoneUsers in this example). 7. Click Okay . 8. Repeat the above steps to create any othe r Net Phone user groups as needed. The Net Server User Groups should now look like this:[...]

Server- based Net Phone COS Dial Plan Setup 32 Strata CIX Net Phone A G 04/08 Step 2: Assign User s to Net Phone Application (Net Server) By assigning User Groups to the Net Ph one application allows you to assign a common “Class of Serv ice” and “Configurations” for all users in a group. Individuals that are not part of a group can also be[...]

Server- based Net Phone COS Dial Plan Setup Strata CIX Net Phone A G 04/08 33 2. Add User Groups to Net Pho ne – Click Ad d New Record (see circled button above). The following window p ops up: • Select the newly created NetPhoneAd min Group from the Client/(Group): drop-down box. • Select W orld for both Rea d Level and Modify Level from th [...]

Server- based Net Phone COS Dial Plan Setup 34 Strata CIX Net Phone A G 04/08 • Click Done. 3. Repeat by highligh ting the NetPhone entry and click the Add New Record button again. • Select the NetPhoneUsers Group created previously from the Client/(Group) drop-down box. • Select Denied for both the Read Level and Modify Level from their resp[...]

Server- based Net Phone COS Dial Plan Setup Strata CIX Net Phone A G 04/08 35 • Click Done. 4. Repeat the preceding steps to add any remaining Net Phone user gr oups.[...]

Server- based Net Phone COS Dial Plan Setup 36 Strata CIX Net Phone A G 04/08 Step 3: Assigning User s to User Gr oups (Net Server) 1. Select the Users tab. The following screen appears:[...]

Server- based Net Phone COS Dial Plan Setup Strata CIX Net Phone A G 04/08 37 ³ T o Assign Users as Net Phone Administrators 1. Scroll down the list of User Names. 2. Double-click on the User Name (NP Admin – 1000 in this example .) to be a Net Phone Administrator . 3. Create a new user if not found. 4. Place a checkmark in both the Admin and Us[...]

Server- based Net Phone COS Dial Plan Setup 38 Strata CIX Net Phone A G 04/08 ³ Assign Users as Net Phone Users 1. Scroll down the list of User Names 2. Double-click on the User Name (NP Admin – 1000 in this example .) to be a Net Phone User . 3. Place a checkmark in the User group only as is shown in the following screen: 4. Click Done. 5. Repe[...]

Server- based Net Phone COS Dial Plan Setup Strata CIX Net Phone A G 04/08 39 Step 4: Create Configuration Files using Admin Net Phone Restart the Administrator ’ s Ne t Phone, if Net Phone is running, shu t it down and restart. Set up the buttons, Call Handler rules, skins, etc. as you would like the users’ Net Phones to be configured. Use the[...]

Server- based Net Phone COS Dial Plan Setup 40 Strata CIX Net Phone A G 04/08 4. Right-click on the highli ghted file and choose Edit. The window sh o wn right appears: 5. Change each value from ‘=Y’ to ‘=N’ that should be set and controlled fro m the Server . Any items left using the ‘=Y’ setting will allow the user to change and keep [...]

Server- based Net Phone COS Dial Plan Setup Strata CIX Net Phone A G 04/08 41 Step 5: Publishing the Configuration Files When a Net Phone is assigned with “Admin” privileges (either the Server Admin Privilege or the Group Admin Privilege #1), then a Publish item will be pr ovided on the File menu. When the Publish me nu is selected a screen sim[...]

Server- based Net Phone COS V erification of Settings 42 Strata CIX Net Phone A G 04/08 V erification of Settings The Net Phone at each desk must be restarted for the configuration changes to take effect. If you have included the but ton files in this configuration, verify that the user does not have the ability to change the bu ttons’ features. [...]

Server- based Net Phone COS Duplicating Configuration Files to Other PCs Strata CIX Net Phone A G 04/08 43 Duplicating Configuration Files to Other PCs Another method for rolling out Net Phon es on multiple PCs is to define the configuration on one Net Phone and c opy the appropriate configuration fi les onto other PCs. This method allows users to [...]

Server- based Net Phone COS Duplicating Configuration Files to Other PCs 44 Strata CIX Net Phone A G 04/08 Button Configurations The buttons can be defined on on e PC and copied to other PCs to create a n ide ntical set of functions. The following files define the configurations of the buttons on the phone. Directory Files The directory files are f[...]

Server- based Net Phone COS Duplicating Configuration Files to Other PCs Strata CIX Net Phone A G 04/08 45 User Defined Actions Net Phone us es the co mpiled l ist of User Defined Ac tions. Actions can be created, tested and exported to create *.AC files. Renaming these files accordingly (exported files have a numeric value for a name) an d changin[...]

Server- based Net Phone COS Duplicating Configuration Files to Other PCs 46 Strata CIX Net Phone A G 04/08 P ersonal Call Handling Rules Net Phone us es the co mpiled list of Personal Call Handling Rules. PCH Rules can be created, tested and exported to create *.RU files. Renaming these files accordingly (exported files have a numeric value for a n[...]

Server- based Net Phone COS Advanced Configuration Strata CIX Net Phone A G 04/08 47 Advanced Configuration Some items of the configuration can be ch anged but are not always present in the Administration interface available to the user . This includes an abil ity to c reate a Post Call Survey type of operation, using Extra Ca ll Info items as part[...]

Server- based Net Phone COS Using Extra Inf or mation in P ersonal Call Handl er Rules 48 Strata CIX Net Phone A G 04/08 Using Extra Information in Personal Call Handler Rules The Personal Call Handler supp orts the use of Extra Inform ation when the triggering event is either Call Ringing or Call Answer ed. The only choic e offered in the pull dow[...]

Server- based Net Phone COS Using Extra Inf or mation in P ersonal Call Handle r Rules Strata CIX Net Phone A G 04/08 49 Example The Net Phone user may want a special aler ting tone whenever a call rings when the caller has selected or indicate d to the system the ca ll should be directed to specific agent. In this case, we want to play the Wh istl[...]

Server- based Net Phone COS Editing .INI Files 50 Strata CIX Net Phone A G 04/08 Editing .INI Files Editing the .INI files can change a number of advanced configuration settings. These files contain configuration information, some of which is dynamically written by the application, some are set using the Admin to ols on the Main Menu, and others ar[...]

Server- based Net Phone COS Editing .INI Files Strata CIX Net Phone A G 04/08 51 * Settings, once made, can be locked into place by changing this setting to “N”. It is highly recommended that all co nfiguration change s be m ade on the Administrator ’ s Net Phone and th en published to the server . Most of the configuration items can be set u[...]

Server- based Net Phone COS Editing .INI Files 52 Strata CIX Net Phone A G 04/08 Editing the Agnt_Ph.INI File (Net Phone Main) This configuration file contains many topics, some are controlled using the Preferences Menu settings, some are dynamic and written by Net Phone during its use and others are static and can only be ch anged by manually ed i[...]

Server- based Net Phone COS Editing .INI Files Strata CIX Net Phone A G 04/08 53 Message Lamp On some installations the Red Message lamp (next to the MSG key), ma y not be desirable as message information is als o displayed on the LCD Display . T o disable the message lamp, set this flag to =N for No. [General] MsgLamp2=Y Call Logging Call logging [...]

Server- based Net Phone COS Editing .INI Files 54 Strata CIX Net Phone A G 04/08 Exporting Call Information The Exporting Call Information is an action, which can be tr iggered from a Personal Call Handler rule or by the user pressing a programmable key set with this action. The action first pops up an "Export Information" screen that all[...]

Server- based Net Phone COS Editing .INI Files Strata CIX Net Phone A G 04/08 55 HideFields=D HideFields – This para meter is used to designate which fields to hide from the user when the "Export Information" screen is presented. Use this to hide fields you r agents do not need t o enter . The choices o f fields include s: M = Main List[...]

Server- based Net Phone COS Editing .INI Files 56 Strata CIX Net Phone A G 04/08 AutoModi fy=Y AutoModify – When the user has entered information into th e "Export Information " screen, it is typically desirable to immediately a tt a ch this information to the telephone call in pr ogress. This flag is used to tur n on this feature by se[...]

Server- based Net Phone COS Editing the NP_Rec.INI Fil e (Recording) Strata CIX Net Phone A G 04/08 57 Editing the NP_Rec.INI File (Recording) When using OAISYS T racer or Auto Call Re cord, a button can appear on Net Phone to show the recording status, offer the abilit y to start or stop the re cording, and to enter a bookmark into the recording r[...]

Server- based Net Phone COS Editing the NP_Rec.INI Fil e (Recording) 58 Strata CIX Net Phone A G 04/08 ³ T o Enable Inserting Bookmarks Net Phone can be used to manually in sert bookmarks into the OAISYS T racer recordings while the call is recording. Change Set_Bookma rk to =Y . This setting also makes this feature available in System/P BX Comman[...]

Server- based Net Phone COS Editing the ONP_ACD .INI File (ACD) Strata CIX Net Phone A G 04/08 59 Editing the ONP_ACD.INI File (ACD) This file controls the ACD features allowi ng or disallowing the use of ACD keys on the Net Phone. These controls define a set of functions for use with ACD including th e ability for the ACD Supervisor to login and t[...]

Server- based Net Phone COS Editing Chat_COS.INI File (Chat) 60 Strata CIX Net Phone A G 04/08 Editing Chat_COS.INI File (Chat) The Class-of-Service INI file has the follo wing settings that can be changed using a simple text editor . [COS] Settings Definitions EnableDND_COS=N Set to =Y to en able the use of a DND function. SendBroadcastMsgs=N Wh e[...]

Strata CIX Net Phone A G 04/08 61 Open Ar chitecture Interfaces 6 The Open Arc hitecture provides for integrating applications wit hin Net Phone, such as the Personal Power Dialer or Chat as we ll as provides enabling links for other programs running on th e PC. The Net Phone is specifically designed to cooperatively work with ma ny different W ind[...]

Open Arc hitecture In terfaces Registr y Entrie s 62 Strata CIX Net Phone A G 04/08 Note T oshiba reserves the right to make changes (including changes, additions, and deletions) to these open architecture interfaces without notification. The information in this section cannot be gu aranteed to be 100% accurate and some commands may not work with a[...]

Open Arc hitecture Interfaces Open Architecture Links Strata CIX Net Phone A G 04/08 63 Open Architecture Links DDE Command Interface The TOSHIBA Net Phone provides a DDE in terface so that other pr ograms can be setup to send commands to dial, answer , an d hang-up calls plus other capabilities. This is quite useful, for example, when using a PIM [...]

Open Arc hitecture In terfaces Open Architecture Links 64 Strata CIX Net Phone A G 04/08 Divert Call Send a ringing call to ano ther destination. Format: DIVERT , "Ca llID","Phone Number","Mbox" Where: CallID = PBXCall ID of call, or if “” then Longest Ringing call will be assumed. Phone Number = Inside or Out side[...]

Open Arc hitecture Interfaces Open Architecture Links Strata CIX Net Phone A G 04/08 65 Dial Feature T o dial a feature code. Format: FEA T , “feature code Where: Feature code = Y our PBX’ s feature activation code. St art Recording T o start recording the call using eith er Auto Call Record or T r acer . Format: REC_ST ART , PBX_CallID, Ext# W[...]

Open Arc hitecture In terfaces Open Architecture Links 66 Strata CIX Net Phone A G 04/08 Phone Contr ol Commands Minimize Net Phone Window Sends the Net Phone window do wn into the tray . Formats: 1) MINIMIZE 2) [Minimize ( )] Where: Restore Net Phone Window Brings the Net Phone windo w back into its last position on the screen before bei ng min im[...]

Open Arc hitecture Interfaces Open Architecture Links Strata CIX Net Phone A G 04/08 67 A CD Commands Agent Login Log into an ACD Group. Format: ACD_LOGIN, AgentID, Pilot, ForExt , popup Where: AgentID = leave blank if not by AgentID, “*” = use last Agent ID used Pilot = ACD grou p extension, le ft blank = ALL ForExt = Blank = 1st-party , Non-b[...]

Open Arc hitecture In terfaces Open Architecture Links 68 Strata CIX Net Phone A G 04/08 Other Commands Run Action T o run a Net Phone User Defined Action. Format: DO_ACTION, ActionName Where: ActionNa me = Name of user- defined action to be run Copy Info T o copy information about th is call into Windows Clipboard. Format: CLIP_CALL, CID, FieldNam[...]

Open Arc hitecture Interfaces Open Architecture Links Strata CIX Net Phone A G 04/08 69 System Comma nd Execute a system/PBX command. Format: SYSTEMCMD, Command S tring Where: Command S tring = Command string and parameters to be performed. See PBX/System commands in User-De fined Actions of the Net Phone User ’s Guide . Calendar Appointment Outl[...]

Open Arc hitecture In terfaces Command File Interface 70 Strata CIX Net Phone A G 04/08 Command File Interface Net Phone also supports all of the above co mmands through a 'command file' interface so that programs that don't have DDE cap abilities can send commands if they can simply create and write to a TXT file . The Net Phone mon[...]

Open Arc hitecture Interfaces OLE / COM Interface Strata CIX Net Phone A G 04/08 71 Call Contr ol Commands Answer C all Answer the first ringi ng or holding call. Format: Answer ( ) AnswerCallID (PBX_CallID) Answer s a specific call, ringing or holding. Where: PBX_CallID = PBX CallID as represented in ‘&B’. Dial Cal l T o dial an extens ion[...]

Open Arc hitecture In terfaces OLE / COM Interface 72 Strata CIX Net Phone A G 04/08 Where: CID = Net Phone’s Call ID for th e desired call (i.e. this could have been prov ided to the app using an event from Net Phon e with %I variable). Or leave blank (“ ”) if want to use the call on which you are pres en tly “T al kin g ”. Num = Inside [...]

Open Arc hitecture Interfaces OLE / COM Interface Strata CIX Net Phone A G 04/08 73 Phone Contr ol Commands Set Phone V iew Sends the Net Phone window down into the tr ay or brings it back to its norma l view on the screen. Format s: SetPhoneV iew (V iewT ype) Where: V iewT ype = 0 = Normal , 1 = Minimiz ed Dial Feature Code Dial a feature code str[...]

Open Arc hitecture In terfaces OLE / COM Interface 74 Strata CIX Net Phone A G 04/08 A CD Ag ent Commands Agent Login Log into an ACD Group. Format: ACD_LogIn (AgentID, PilotExt, PhoneExt, PopUp) Where: AgentID = Leave blank if not by AgentID, “*” = use last Agent ID used PilotExt = ACD group extension, lef t blank = ALL PhoneExt = Blank = 1st-[...]

Open Arc hitecture Interfaces OLE / COM Interface Strata CIX Net Phone A G 04/08 75 Other Commands Perform Action T o run a Net Phone User Defined Action. Format: PerformAction (ActName, ActT ype, ActP arm ) Where: ActName – Ca n be the labe l on a key . ActT ype – Numb er of action: 1 = dial featur e, 2=dial number ; 3=OAI command; 5=User-Defi[...]

Open Arc hitecture In terfaces OLE / COM Interface 76 Strata CIX Net Phone A G 04/08 Where: CallID = Leave blank if want to use ‘CallT ypes FieldName = Name of field to be read -- “CID”, “Caller ID”, “CallerIDNum”, “CallS t atus “, “A ccount” are ‘st andard’ fields , but any ‘extra-info’ field can also be read. CallT y[...]

Open Arc hitecture Interfaces OLE / COM Interface Strata CIX Net Phone A G 04/08 77 Set Info Field Set information field on a call. Format: SetCallInfoField (CID, FieldName, FieldV alue, CallS tatus) Where: CID = Net Phone’s Call ID for th e desired call (i.e. this could have been provided to the ap p using an event from Net Phone with %I variabl[...]

Send Chat Send a Chat message using T O SHIBA chat client. Format: SendChat (sExt, sNam e, sMsgT ype, sMsg , sSendOption) Where: sExt = The Extension num be r of the pe rs on to cha t with . If you leave this blank, the main Chat window will pop up and allow you to manually select the person sName = (don’t need to supply if sExt is provided) – [...]

Strata CIX Net Phone A G 04/08 79 T r ouble Shooting A Inst allation Problems Cause(s): Solution( s): T API Service Prov id er Not Matched Net Phone searches the inst alled list of T API Service Provid ers for any entr y contain ing the word s “Net Server” The error appears when Net Phone is unable to match the specified text to any T API Servi[...]

T rouble Shoot ing T API Service Provider Prob lems 80 Strata CIX Net Phone A G 04/08 T API Service Provider Problems Cause(s): Solut ion(s): Couldn' t Reso lv e Ho st n ame The host name in the c onfiguration dialog is misspelled or does not exist. DNS name resolution may be configured incorrectly . Check the spelling of the hostname. Ping th[...]

T r ouble Shooting T API Ser vice Provider Prob lems Strata CIX Net Phone A G 04/08 81 Sof tware Key Feature Po int s Unavailable The copykey is not installed on Net Serve r PC. Attach the hardware key to the Net Server PC parallel port and click Re- Read Copy Key on Net Server Copykey t ab. The copykey does not cont ain Net Phone licenses, or all [...]

T rouble Shoot ing Configuration Problems 82 Strata CIX Net Phone A G 04/08 Configuration Problems Cause(s): Solution( s): Net Phone is Runn ing in Demo Mode May not be connecting to NetServer . V erify NetServer is operational and Ne t Phone is pointing to the server’s name or IP address. May not have enou gh feature point s to run Net Ph one. C[...]

Strata CIX Net Phone A G 04/08 83 Net Phone is Dialing an Ar ea Code f or Local Calls The local Dial Plan Ru les are c onfigured incorrectly . Go to Setup | Preference s | Main and check the local Dial Plan settings. Make sure "Dial Area Code on all Local Calls" is not checked. The Server Dial Plan Rules are configured incorrectly . Go to[...]

T rouble Shoot ing Third P ar ty Out Dialing/Scree n P op Problems 84 Strata CIX Net Phone A G 04/08 Third Party Out Dialing/Screen Pop Problems Cause(s): Solution(s): GoldMine is Not Dialing Out on Net Phone Some early versions of Net Phone co uld not properly control Goldmine or other 3r d Party T API applications. Use Net Phone 3.2 or higher . R[...]

T r ouble Shooting Miscellaneous Problems Strata CIX Net Phone A G 04/08 85 Miscellaneous Problems Cause(s): Solution(s): Call History File is gettin g too big The Call History feature logs all calls to a text file. Call History is logged to a file, by default, the calllog.txt file in the User’s Local Settings folder . When the calllog.txt file e[...]

This is the last page of the document.[...]