Toshiba Strata Ctx100, Ctx670 General Description Manual

							Telephones and Peripherals
CTX Attendant Console
Strata CTX General Description    06/0337
CTX Attendant Console
The Strata CTX Attendant Console runs on a PC with Microsoft® Windows® XP or 2000 
operating systems. The Strata CTX Attendant Console PC requirements include:
 Pentium III running at 500 mHz or better
 256M RAM (Windows XP) or 128M RAM (Windows 2000)
 500MB hard disk space
 NIC interface for 10/100 Base T
It connects to the Strata CTX processor via the LAN as a Customer Supported Telephony 
Application (CSTA). It also connects to a digital station port for the speech path. The console 
consists of the following items:
 CTX Attendant Console software application (may be supplied on CD-ROM only or pre-
installed, both options are available) 
 Keyboard
 Special Attendant Keyboard stickers (CTX-KL-ATCON-VA).
 Mouse
 Color VGA monitor (600x800 pixels) or better
 Attendant Console Interface Unit (BATI), which connects to the BDKU or PDKU station 
interface on the Strata CTX. Plus, a handset and cradle (BATHC). A headset can be ordered
...or
a DKT3001 can be used as the station interface. If a headset is used, it connects to the BHEU 
installed in the DKT3001.
Important!
If a DKT telephone is connected to the CTX Attendant Console PC, the keyboard must be used 
for all Attendant operations when the console is running. (When the console is in Position 
Busy, it is still running.)
When the Attendant Console software is not running, the DKT3001 telephone can be used for 
regular calling. Calls intended for an Attendant (Dial “0”) when the software is not running 
will follow the Alternate Destination programmed in Strata CTX. Only calls directed to the 
DKT’s primary extension number will ring the phone.
If the handset interferes with the headset, you can unplug the handset while using the headset.
The Strata CTX670 system supports up to four, and the CTX100 supports up to two Attendant 
Consoles. Multiple consoles automatically share the incoming call load on a call-by-call rotation 
basis. Features such as Overflow, Position Busy, and Interposition Call Transfer add to the 
efficiency of single or multiple console applications. 
						

							Telephones and Peripherals
CTX Attendant Console
38Strata CTX General Description    06/03
The CTX Attendant Console is designed to handle all call activity within a single Call Monitor 
screen, shown below. All calls will appear in a single list.
Calls are marked with icons to show the current status.
Features such as Paging, Call Pickup, Call Park offer many alternatives. The Administration 
window enables which option is the primary operation for that Attendant. For example, if two 
zones are used for paging, as well as the All Call, then an option pull down arrow is next to the 
icon. Clicking the icon starts the All Call Page, then the Attendant can select one of two page 
zones.
All other views available for the Attendant are for administrative and management use. They do 
not control any type of call handling except how chosen options affect the overall operation.
The CTX Attendant Console also enables an attendant to manage console settings, maintain a user 
directory, and view call statistics. The Console provides a Name/Number search that works with 
automatic or manual call handling. Other features include Queuing, DSS, signaling, Emergency 
Call ID, keyboard or mouse operation, and headset or handset operation with volume control.
Menu Bar
Info Bar Toolbar Icons
Call ListCall Status
 iconsCall Attributes
(See Appendix 
for definitions)
6594
View 
Pane
IconsNotes
Call 
Monitor 
Ta b s
Directory
Status Bar 
						

							Telephones and Peripherals
Peripherals
Strata CTX General Description    06/0339
Peripherals
The Strata CTX supports several types of stations and customer-supplied peripheral devices, such 
as door phones for visitor screening, a music source interface for MOH and ACD queues, a 
speaker for amplified ringer, Toshiba Voice Processing systems for voice mail/auto attendant 
applications, and more.
Toshiba Telecommunication Systems Division (TSD) does not provide ISDN or IP station 
equipment, such as ISDN IP telephones, fax machines, and computer interface devices for high 
speed Internet access or video conferencing. Toshiba does provide the interface circuit boards that 
support all of the above ISDN station equipment.
MCK Office Extender and PBX Gateway
The MCK Office Extender enables groups of remote workers to have cost-effective, digital line 
extensions off the main location’s Strata CTX system and voice mail system, without the cost or 
administrative difficulty of installing a separate system. The Extender offers the following:
 Supports up to one, eight or 12 or 24 users per stackable unit.
 Fully-featured Toshiba digital telephones with Strata CTX system features and ACD.
 Choice of network protocol support and compression rates minimizes communications cost.
 Corporate or remote management tools provide flexible administration.
 Dual Wide Area Network (WAN) interfaces allow multiple network options like T1, Frame, 
Digital Data Systems (DDS), Integrated Services Digital Network (ISDN), Digital Subscriber 
Line (DSL), cable, etc.
Door Phone (MDFB)
Door phones can be assigned to ring telephones when the button on the door 
phone is pressed. The Door Phone location displays on the called telephone’s 
LCD. When the telephone answers, a two-way talk path exists between the 
telephone and door phone. 
Door phones can also be used as sound monitors. Station users can call the 
door phone (it will not ring) and listen to sounds from the surrounding area. 
Door phones also can operate as a “hot line.” For example, a door phone can 
be used for calls between an office and a warehouse. Door Phones are often 
used with a door lock to screen building visitors. The door lock can be opened 
for a predetermined amount of time by pressing a button on a telephone. 
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							Telephones and Peripherals
Cabling and Connectors
40Strata CTX General Description    06/03
Door Phone/Lock Control Unit (DDCB)
The DDCB can support as many as three door phones (MDFBs) 
or two door phones (MDFBs) and one door lock control relay. 
Using the door lock control, digital station users can unlock a 
customer-supplied electronic door lock at the touch of a button 
programmed on their digital telephone or by dialing a feature 
access code from any type of telephone. Each DDCB requires 
one digital station circuit.
Each door lock can be programmed to remain open between 
three~30 seconds. The Door Lock button LED remains On while 
the lock is open. LCD telephones display “DOOR 
UNLOCKED” until the telephone releases or times out.
External Speaker (HESB)
The HESB is a multi-functional, external, six-inch speaker unit with a built-in three-watt amplifier. 
It can be used as a paging speaker, an amplified talkback speaker, or a telephone’s Loud Ringer.
Toshiba Stratagy and Stratagy DK Voice Processing
The Strata CTX can operate with Toshiba Stratagy and Stratagy DK voice processing systems, 
which provide a number of helpful features. The Strata CTX supports in-band DTMF voice mail 
integration for all of the above voice mail systems and requires DTMF receivers. It also supports 
standard SMDI and Toshiba Proprietary voice mail integration. Refer to the appropriate Stratagy 
literature for details.
Cabling and Connectors
The Strata CTX uses industry standard cabling and connectors to interface with lines, stations, and 
peripherals. Stations use standard twisted-pair cabling to connect to the system via the MDF. 
Digital and standard telephones require just one pair-cabling. Two pairs may be required to 
achieve full distance when optional DKT subassemblies are used.
Digital telephones connected to BDKS require an external power supply to reach maximum 
distance from KSU when the telephone has a DADM, BPCI or BVSU.
Station PCBs connect to stations and peripherals with a 25-pair Amphenol connector via the MDF. 
Analog CO, DID, and Tie line circuits interface with the public telephone network via modular 
connectors. T1 and ISDN use industry-standard Amphenol and modular connectors (for details, 
see Table 28 on page 91).
Peripheral devices such as CTX WinAdmin maintenance PCs, etc., connect to a hub or LAN, 
which connects to the processor’s Ethernet LAN interface via an RJ45 connector and Category 5 
wiring. Call Accounting and Voice Mail SMDI require RS-232 modular adapters and cords to 
connect to the processor BSIS interface.
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							Strata CTX General Description    06/0341
Features6
This chapter contains the Strata CTX100 and CTX670 features. They are presented in alphabetical 
order to make it easy to locate each feature.
Account Codes
Account Codes are often used for cost allocation of the call or the time the caller was involved on 
a phone call. The codes are printed on a Station Message Detail Recording (SMDR) printout along 
with other call details so that the customer can identify all calls associated with a specific account 
code.
Account codes may be forced (required after dialing all or specific phone numbers) or voluntary 
(optionally entered anytime during calls). Codes can be as long as 15 digits and can be verified or 
non-verified by the system. An account code button can be programmed on a digital telephone to 
make voluntary account code entry convenient and easy.
Add-on Module (DADM)
One to two DADM3020s or DADM3120s can be attached to a DKT3000-series digital telephone 
to provide an additional 20 or 40 flexible buttons. DADM3020 and DADM3120 buttons can be 
programmed with outside line or Directory Number buttons, Direct Station Selection, One Touch 
Speed Dial or any other flexible feature button. For more information, see “Digital Add-on 
Modules (DADM3120, DADM3020)” on page 33.
Advisory Messages
Any telephone user can set a message on his or her telephone. Whenever another station with a 
display calls a station with a message set, the information in the message displays on the calling 
station’s LCD. This feature allows users to define their current status and make that status 
available to others attempting to call that person. This status is also sent to Attendant Console 
positions.
Alternate Answer Point
Users can answer a transferred internal or outside line call from any station that has a Directory 
Number button appearance of the “transferred to” Directory Number. 
						

							Features
Automatic Busy Redial
42Strata CTX General Description    06/03
Automatic Busy Redial
Automatic Busy Redial (ABR) enables a digital or standard telephone user to automatically redial 
a busy outside number multiple times at programmed intervals. Strata CTX supports a maximum 
of 16 or 32 simultaneous registrations of ABR (limited by the number of busy tone detectors in the 
system). Each station may only have at most one call registered with ABR at any time. 
Automatic Call Distribution (ACD) Server
An external ACD software option with the Strata CTX provided by connection of an external PC-
based CTI application server. The CTI server will run both the ACD call processing application 
and the separate Management Information System (MIS) application such as Insight CTX, as well 
as other CTI applications.
The ACD application will be available in Basic and Enhanced feature functionality, along with the 
number of groups and active agent size increments to provide cost-effective pricing levels 
according to the user’s needs. Enhanced ACD includes all basic capabilities plus multiple group 
login, skills-based routing, priority queuing, time scheduled ACD queues, agent and call priority 
escalation handling, and balanced call count agent search. For more information, refer to the Strata 
ACD General Description, or the Strata ACD Application Software and Documentation Library or 
OAISYS CD-ROMs.
Basic ACD Features
Advanced Call Routing
The optional Call Router enables calls to be routed based upon parameters such as Caller ID, 
Account Numbers, private lists, time-of-day, day-of-week, day-of-year, and user entered data 
(account code, etc.). This is an optional feature that can be added to the ACD application.
Intelligent Announcements
The holding caller can be informed of call status, such as their place in queue or estimated time 
before an agent answers. The intelligent announcement function can also offer alternative options 
to continuing to hold, such as going to voice mail.
IVR Voice Assistant Open Database Connectivity (ODBC) Access
There are two options that can be used with customized services: Interactive Voice Response 
(IVR) Voice Assistant (VA) application can be used as a stand-alone product and/or as an IVR 
service to the ACD application. For example, an IVR port could be used to do an external page to 
alert agents to return and login to an ACD queue when it gets too overloaded with calls. 
Other useful functions include gather and validate user input, play menus and act on response, and 
trigger other events. The IVR VA can also be used to provide low cost text to speech capabilities. 
The IVR VA is an optional feature that can be added to the ACD application. 
						

							Features
Automatic Callback (ACB)
Strata CTX General Description    06/0343
Enhanced ACD Features
Agent Priority Routing
The Agent pool can be expanded when traffic gets heavy based upon agent priority levels. When 
all agents are busy at one level, calls automatically get distributed to agents at the next level. Calls 
can be distributed by agent priority, preferred agent treatment, or balanced call count. 
Multiple Group Agent Login 
ACD agents can be logged into multiple ACD groups, enabling agents to answer calls for multiple 
groups. This is very useful for back up coverage between groups. It is also the foundation for 
skills-based routing and agent priority routing, enabling many advanced call center applications.
Skills-based Routing
Based on the caller’s input, the system can route the call to the agent best suited to handle the call. 
Calls can be routed to certain agents, based upon agent capabilities, in addition to Dialed Number 
Identification Service (DNIS), CO line, or Auto Attendant routing into different groups. With the 
capability for agents to log into multiple groups, calls can be routed to different agents based upon 
skills needed for each specific call.
Priority Queuing
ACD calls can optionally be tagged with a priority number before they are placed into the ACD 
group queue. The priority number assigned to the call determines where the call is placed in queue. 
This feature enables high priority calls to be answered sooner than low-priority calls. The 
escalation parameter ensures that no call is lost by higher priority calls. 
Automatic Callback (ACB)
When a station user dials a busy station [DN] or outside line access code and receives busy tone, 
ACB can be activated by pressing an ACB feature Soft Key or by dialing 
. When the busy [DN] 
or outside line becomes available, the station will be automatically called back and be connected to 
and ring the originally called station or receive dial tone from an outgoing line.
When ACB is activated, the calling station receives success tone followed by busy tone. Once 
ACB is activated, the caller can hang up. ACB can be canceled any time using an access code. It 
will also cancel automatically after a predetermined time.
Automatic Line Selection
This feature automatically connects a telephone to a specific line or extension button when the user 
lifts the handset off-hook, presses the 

 (speaker) button, or presses a digit on the dial pad (Hot 
Dialing). This feature is necessary to make telephone operation consistent for the user because a 
telephone can have up to 20 line and extension buttons. Each telephone can be assigned in system 
programming with various options that determine what type of line or extension button is selected 
when the user takes the handset off-hook to make or answer calls. 
When answering calls, this option can be set to answer the call or not when a call rings the 
telephone and the user takes the handset off-hook. If the option is set to not answer automatically, 
the user can press the ringing button on the telephone to answer manually. With Automatic line 
selection, if more than one type of call is ringing simultaneously on the telephone, this option 
selects which type of call will be answered as a priority, then the longest ringing call in that call 
type will be answered first. 
Automatic line selection options are set independently for each telephone, for originating new 
calls and answering ringing calls. This feature can also be disabled on all or selected telephones to 
allow users to manually press a button to originate or answer calls. 
						

							Features
Automatic Release
44Strata CTX General Description    06/03
Automatic Release
The system will automatically release line connections under certain conditions. 
Automatic Release from Hold
When a line is on hold and the held party hangs up, the line is automatically released. Individual 
loop start CO lines can be programmed to detect disconnect supervision signals from the CO and 
to respond by releasing the line. If the CO does not provide Disconnect Supervision, the user must 
manually retrieve the held line and then hang up.
Automatic Release of Incoming Calls
An outside caller may be placed in a queue waiting for an external application to handle the call 
such as an Auto Attendant, IVR, ACD or other device. If the CO line for that call does not offer 
“disconnect supervision,” that call may remain in a holding position until forced to release the 
connection. 
This feature provides full use of all CO lines at all times. A CO line is not tied up if the call goes 
unanswered and no alternative call handling is provided. This is very useful for disconnect 
supervision in voice mail and built-in auto attendant applications, but availability and reliability of 
the signaling from the CO must be confirmed.
Station Automatic Release
When the distant party disconnects from a call, the remaining digital telephone is automatically 
made idle, busy tone is not sent to the speakerphone or handset, and the digital telephone is 
automatically released. A digital telephone is released and returned to idle state. A standard 
telephone is simply released and returned to standard dial tone. The programming choice for this 
feature is system wide.
Background Music (BGM)
Background music audio can be played through the speakers of digital telephones and external 
paging equipment. The Strata CTX supports up to 15 BGM audio input interfaces. Selection of 
which BGM source is played can be done individually by each telephone user and for each 
external page zone through the System Administrator’s telephone.
Call Completion
When calls are not completed because the station does not answer, is busy, or is in Do Not Disturb. 
A series of options are available to the user when encountering these conditions. They include 
changing the calling signal from Voice Announce to Ringing or vice versa, setting Automatic 
Callback, setting the Message Waiting light, Camp on Busy, Overriding the condition with 
Privacy/DND/Executive Overrides, or using Off-Hook Call Announce. 
These options are easily activated by dialing a single digit code or pressing a soft key when the 
condition is recognized. These options are individually set for each telephone to be able to activate 
the call completion feature and separately to permit the feature to be activated when called. 
						

							Features
Call Forward
Strata CTX General Description    06/0345
Call Forward
Call Forward diverts internal and external calls intended for a Directory Number [DN] to a 
destination specified for that [DN], under calling conditions specified for that [DN]. Call Forward 
may be activated from the station that owns the [DN] or remotely from another station or from 
outside the system from a DISA line. Call Forward may be applied to any [DN] ([PDN], [PhDN], 
or Pilot [DN]).
There are two types of Call Forward options: System Call Forward and Station Call Forward. Each 
type may be activated independently or simultaneously for each telephone. If Station CF is 
activated, it will override System Call Forward on some or all calls.
Station Call Forward
Station users can set their individual call forwarding conditions and destinations as they choose 
(see “Call Forward Conditions” and “Call Forward Destination” in this section). Station 
forwarding has priority over System Call Forwarding, if set.
Station Call Forward provides two types of Call Forward (Any Call and Incoming line calls only). 
One type directs any type of a call to a designated destination; the other type directs only private or 
DID lines to a designated destination. Both types can be set on a telephone simultaneously with 
each type having a unique destination.
This allows the user to forward incoming calls on private or DID lines to a different destination 
than internal or transferred calls. If private and DID line calls are set to forward independently to 
an alternate destination, then internal and transferred calls will forward to another destination per 
Station Call Forward (any call) or System Call Forward.
System Call Forward
A system option is available to forward unanswered calls to voice mail or some other pre-
determined destination. This option is set up for each station by the System Administrator using 
CTX WinAdmin. This feature is applied to station users that do not have any type of Station Call 
Forward set on their telephone. This ensures efficient call handling and better service to callers 
even when station users do not have Station Call Forward set at their telephone. Call Forwarding 
can also be set up by department with a special mailbox or destination with the use of Phantom 
Directory Numbers [PhDNs].
There are 32 different System Call Forward patterns that can flexibly forward calls with unique 
call type, condition and destination settings. Each pattern can be set up and assigned to individual 
stations by a System Administrator using CTX WinAdmin. Any pattern can be applied 
independently to each station’s [PDN] or [PhDN]. System Call Forward patterns applied to 
stations can be changed automatically per Day/Night CO assignments.
Although System Call Forward is set up and assigned to individual telephones by a System 
Administrator, each telephone user can turn the feature On/Off from their telephone using a One 
Touch button or access code. Station Call Forwarding always overrides System Call Forward.
With Release 1.3 and higher, you can enable/disable System Call Forward Cascade, which means 
that a call that forwards to a destination that is also forwarded will follow the destination’s call 
forward. 
						

							Features
Call History
46Strata CTX General Description    06/03
Call Forward Conditions
Call Forward (CF) conditions refer to the status of the [DN] that causes a call to forward. Whether 
using Station or System Call Forward, the CF conditions include: Busy, No Answer, Busy-No 
Answer, and All Calls (station CF only). Call Forward No Answer times are set individually for 
each station in Station Call Forward and system wide for all System Call Forward Patterns.
NoteOCA and Voice First Calls will not Call Forward-No Answer unless the caller presses  to 
switch the call to tone ringing.
Call Forward Destination
Whether using Station or System Call Forward, the CF destination can be an internal Directory 
Number, a Hunt or ACD Group, Voice Mail, or a public or private network telephone number.
In the last case, the forwarded call will access an outside line or line group and dial an external 
telephone number. Both the line access code and the telephone number are set in the Call Forward 
destination during the Call Forward setup operation.
Station Call Forward allows one destination per each type of Station Call Forward (Any Call or 
Incoming Line Calls) set on a telephone. System Call Forward allows two destinations per Call 
Forward pattern: the Primary Destination and an alternate, in case a call cannot forward to the 
Primary Destination (e.g., the Primary Destination has been unplugged or malfunctions).
Call Forward – Call Types
In each System Call Forward pattern, the Call Forward conditions and destinations can be set 
independently.
For Station Call Forward, the destination and condition for each station can be different for 
incoming CO line calls, and internal and transferred calls.
Call Forward Remote
A station’s personal call forwarding destination can be cancelled or changed to another outside 
number or an internal voice mailbox either remotely via DISA or from another user’s telephone. 
Changing Call Forward remotely is password protected. System Call Forward can be changed 
locally or remotely using CTX WinAdmin.
Call Forward Override
See “Call Forward Override” on page 73.
Call History
Incoming calls with Caller ID or ANI information may be optionally recorded into a rolling list for 
the station where the call is ringing. The call is placed in the list along with the number, name (if 
provided), time and date of the call, and status of the call (answered, abandoned, or redirected). 
This list is accessible by the user from the telephone LCD and any call may be selected and 
redialed using the flexible 
 button.
When calls ring a button ( or [DN]) that appears on multiple stations, the number is stored on 
the telephone that is designated as the owner of the 
 or [DN] and on the telephone that 
answers the call. If an incoming call is directed to a telephone, but the call is not answered by that 
telephone because it hunts or forwards to another destination, the call record will still be stored on