How Stratagy Operates
5
Stratagy connects to standard analog extensions on the telephone system. To the telephone system,
Stratagy looks like several ordinary telephones, not special digital or "fancy" telephone sets.
The telephone system controls the incoming calls until it directs them to Stratagy by ringing its
"telephone" or port. Once a call rings on a Stratagy port, Stratagy answers and then performs the
actions it is programmed to perform.
Stratagy's design revolves around User ID mailboxes. How a User ID has been customized
determines what a caller hears and is able to do (see Chapter 4 ­ Configure Stratagy for details). For
example, if User ID 990 contains the initial company greeting, a caller accessing User ID 990 hears
the greeting recorded as the greeting for User ID 990.
Call processing control in Stratagy involves User IDs, chains, groups, menus, and a token
programming language. Using these control structures, you can define virtually any call handling
method.
This chapter discusses:
· User IDs
· Call processing control
· User ID mailboxes
· How Stratagy processes User IDs and User ID mailboxes
User IDs
All of Stratagy's User IDs are stored in a flatfile database. As a result, every User ID in Stratagy
How
must be unique; you cannot have two User IDs with the same number.
Whenever a caller enters a User ID, Stratagy always accesses the same User ID. The exception is
Str
single-digit menus. If you define a single-digit menu key (0~9), Stratagy processes the User ID
ata
given for the menu key rather than the User ID with the single digit number. For example, if a caller
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were in User ID 100 and User ID 100 had a single-digit key 0 mapped to User ID 222, then by
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pressing 0 the caller would be sent to User ID 222 rather than to the operator defined by User ID 0.
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Stratagy I&M 06/02
5-1
How Stratagy Operates
User IDs
Reserved User IDs
Stratagy comes with several pre-defined User IDs. Only User ID 999 cannot be assigned to another
User ID number. Each of the following User ID mailboxes performs a specific function.
Most of the mailbox numbers of the pre-defined User IDs can be changed, if required, to better meet
your customers needs.
Notes
User IDs 989, 993, 995, and 996 are not supported by the Flash.
User ID 993 is supported only by the IVP8.
User ID 0: Operator ­ For an after hours caller who is unable to direct his own call or does not
know the extension of the person he wants to reach. See Appendix B ­ Special Greeting User ID
Mailboxes for details.
User ID 411: Directory ­ Directory User ID for all ports or specified ports. The caller enters the
first few letters of the name of the person he/she wants to contact. Stratagy plays the corresponding
User ID's name recording. See Appendix B ­ Special Greeting User ID Mailboxes for details. Also
see the Stratagy System Configuration parameter box_idx in Chapter 4 ­ Configure Stratagy.
User ID 982/983: System Shutdown 1 & 2 ­ These User IDs enable the System Administrator to
shut down the system via the telephone dial pad.
User ID 989: AMIS Loopback ­ User ID mailbox used by other AMIS nodes for testing the
network. Any AMIS message directed to this User ID mailbox is sent back to the sender, if
accessible to Stratagy. By default, the User ID mailbox is disabled. See the Stratagy system
configuration parameter amis_ltm in Chapter 9 ­ AMIS Networking.
User ID 990: Company Greeting ­ The salutation that lets the caller know which company he
called. See Appendix B ­ Special Greeting User ID Mailboxes for details.
User ID 991: Caller Instructions ­ Give the caller options for reaching departments or
information. See Appendix B ­ Special Greeting User ID Mailboxes for details.
User ID 993: Soft Modem ­ The KM token is factory programmed into this User ID. The token
enables a Stratagy Admin PC's modem to communicate with the IVP8 internal modem (2400 baud).
User ID 994: Fax Tone Detect ­ User ID Stratagy "jumps" to when Stratagy detects a specific
tone. Used to handle incoming faxes, detect connections from TDD machines for deaf
communication, etc. See the Stratagy System Configuration parameter hot_box in Chapter 3 ­
Configure Stratagy.
User ID 995: Future Delivery ­ Stores all messages awaiting future delivery. See the Stratagy
System Configuration parameter future_delivery in Chapter 4 ­ Configure Stratagy.
User ID 996: Guest Defaults ­ User ID Stratagy uses for the default values when creating a new
Guest User ID. The field values are copied into a new Guest User ID upon initialization. See the
Stratagy System Configuration parameter guest_defaults in Chapter 4 ­ Configure Stratagy.
User ID 997: Defaults Box ­ User ID Stratagy uses for the default values when creating a new User
ID. The field values are copied into a new User ID upon initialization. See the Stratagy System
Configuration parameter defaults_box in Chapter 4 ­ Configure Stratagy.
User ID 998: Direct Message ­ Direct Message User ID for all ports or specified ports. Stratagy
records a message for a User ID without having to execute the Extension field and/or hear the User
ID's greeting. This is particularly useful for an Operator transferring directly to voice mail. See the
Stratagy System Configuration parameter box_send in Chapter 4 ­ Configure Stratagy.
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Stratagy I&M 06/02
How Stratagy Operates
Call Processing Control
User ID 999: System Administrator User ID ­ Enables the System Administrator to create system
lists, record and delete system announcements, record the busy-hold music or message, manage
User IDs, and review system status. See System Administrator Guide for details. This mailbox has
a pre-programmed extension of H( ) for Hang-up. This enables (999) its use as a disconnect code
for telephone systems that provide this feature.
Call Processing Control
Call processing control in Stratagy goes beyond the definition of unique User IDs. Stratagy provides
four additional structures: chains, groups, menus, and a token programming language. These
control structures enable more complex control so that you can define virtually any call handling
method.
Chains
Chains are how you tell Stratagy what to do when one of three conditions apply:
· Done ­ The Done chain instructs Stratagy where to send a caller who remains on the line after
leaving a message or after listening to an announcement only mailbox.
· Ring No Answer (RNA) ­ The RNA chain instructs Stratagy where to send a caller when there
is a RNA at a User ID's extension.
· Busy ­ The Busy chain instructs Stratagy where to send a caller when a User ID's extension is
Busy.
Groups
Groups control which User IDs a call may access. Each User ID mailbox user can be a member of
up to four groups. To be able to access another User ID, the caller User ID must share at least one
group number with the currently accessed User ID.
Menus
Menus define the destination for a caller that presses one of ten possible single-digit menu options
while listening to a mailbox's greeting. Menus can accommodate an unlimited number of special
applications.
How
Token Programming Language
Str
Stratagy's programming language enables Stratagy to perform such versatile features as obtaining
a
information from callers, message waiting light control, and confirming digits entered by a caller.
tagy
A series of tokens instruct Stratagy what actions to perform. See Chapter 7 ­ Token Programming
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for details.
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Stratagy I&M 06/02
5-3
How Stratagy Operates
User ID Mailboxes
User ID Mailboxes
Types of Mailboxes
User IDs fall into one of several general categories, based on how they are customized.
User
A typical User ID mailbox records messages from callers. A user can periodically check the User
ID for messages, or be notified by a variety of automatic notification methods. Typically, there is
one user for each User ID, although several User IDs may share a single extension because the users
themselves share a single telephone line.
Information
An information User ID mailbox does not accept messages from callers. Instead, Stratagy plays its
greeting to callers in order to provide them with information, such as the company's hours of
operation and location. No user or telephone extension corresponds to this type of User ID.
Control
Using Stratagy's Token Programming Language, a control User ID mailbox, directs the flow of a
call. Typically, it interacts with the caller in some way, then transfers the call to one or more
additional User IDs for further processing.
For example, a User ID might ask the caller to input his or her telephone number. If the telephone
number is seven digits long, Stratagy assumes it is valid and the User ID passes control to a second
User ID that makes use of that telephone number in some way (such as faxing a document to it). If
the telephone number is not seven digits long, Stratagy might transfer to a third User ID, which
would be an information box whose recording informs the caller that the telephone number was not
the right length. The User ID might then transfer control back to the original User ID to give the
caller another chance to enter the correct number of digits.
Customizing Mailboxes
Customizing User ID mailboxes involves defining User IDs using the following menus:
· Users Menu--The Users Menu consists of three screens (Info/Status, Options, Group/Chains)
that enable you to define, delete, and list User ID mailboxes. Features to define include:
company directory entries, Do Not Disturb, Call Screening, Greetings, and control structures
such as Chains, Groups, and Menus. Once you have defined and saved a User ID, you can
customize it using the Auto and Notify Menus. (See Chapter 6 ­ Menus for detailed
information.)
· Auto (Scheduling) Menu--With the Auto Menu, you can set up automatic changes for each
User ID Mailbox. You can set these changes to occur at a specified time, on certain days of the
week, or on a specified date. For example, you can set up different daytime and nighttime
greetings. (See "Auto (Scheduling) Menu" on page 6-20 for detailed information.)
· Notify Menu--The Notify Menu enables you to program Stratagy to automatically call a user
to notify him of messages. Notification methods include beepers, other telephones, and office
paging systems. (See "Notify Menu" on page 6-27 for detailed information.)
In addition to the programming capabilities provided by the Users, Auto, and Notify Menus,
Stratagy provides:
· Token Programming Language--Enables you to obtain additional features. These include
obtaining information from callers and message waiting light control. See Chapter 7 ­ Token
Programming for details.
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Stratagy I&M 06/02
How Stratagy Operates
How Stratagy Processes
· Reserved User ID Mailboxes--These mailboxes have pre-programmed common features. See
"Reserved User IDs" on page 5-2 for more information.
· Notify Templates--Notify contains templates (e.g., message waiting light control and pagers)
you can use for defining User ID Notify records.
See Appendix A ­ Checklists/Forms for forms to use for defining the Users, Auto, and Notify
Menus. See Chapter 8 ­ Customization Examples for sample customized User ID mailboxes. If you
have questions about customizing User ID mailboxes, please contact Toshiba Technical Support.
How Stratagy Processes
User IDs
Whenever a call rings a port on Stratagy, Stratagy answers and begins processing the call starting
at a predefined User ID. After processing the initial User ID, Stratagy continues processing by
following a chain to the next User ID. At any time, should a caller enter DTMF, Stratagy translates
the DTMF to a User ID and continues processing at that User ID. Therefore, movement between
User IDs is accomplished automatically by following chains or by DTMF entry. (And a third way:
Stratagy's Token Programming Language.)
How Stratagy Processes Movement Between User IDs
The process described is the default setup in Stratagy (see Figure 5-1). For example, User ID 990
(Company Greeting) and User ID 991 (Caller Instructions) are defaults; you can assign other User
ID mailboxes to perform these functions. In addition, you may override any of the described
processing by changing the chain and User ID definitions.
1. New Call ­ The process starts with an incoming call. Stratagy directs the call to the Company
Greeting User ID.
2. Company Greeting User ID (Default: User ID 990) ­ The Company Greeting User ID plays
the opening greeting ("Thank you for calling... "). Stratagy determines whether the caller
entered DTMF during the greeting.
· Yes ­ Stratagy directs the call to that DTMF and processes the User ID. It then follows the
Done chain of the User ID. If there is no Done chain for this User ID, it follows the Done
chain for the Company Greeting User ID.
· No ­ Stratagy directs the call as per the Company Greeting User ID 990's Done chain to the
How
Company Instructions User ID.
Str
3. Caller Instructions User ID (Default: User ID 991) ­ The Company Instructions User ID
a
plays the caller instruction message, which is a menu of dialing choices ("To reach... enter...").
tagy
Stratagy determines whether the caller entered DTMF during the message.
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· Yes ­ Stratagy directs the call to that DTMF and processes the User ID. It then follows the
r
Done chain of the User ID. If there is no Done chain for this User ID, it follows the Done
ates
chain for the Company Greeting User ID.
· No ­ Stratagy looks at the value of the Stratagy System Configuration parameter dtmf_gate.
4. dtmf_gate -- Stratagy determines if the Stratagy System Configuration parameter dtmf_gate is
True. See Chapter 4 ­ Configure Stratagy for information on configuring dtmf_gate.
· Yes ­ Stratagy prompts the caller to say "yes" to the tone. If Stratagy detects any sound,
Stratagy transfers the call to the Operator User ID. If not, Stratagy hangs up.
· No ­ Stratagy transfers the call to the Operator User ID.
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How Stratagy Operates
How Stratagy Processes
5. Operator User ID (Default User ID 0) ­ This is the end of the Company Instructions User ID's
Done chain.
If a caller presses after recording a message for a User ID, the message is sent to the
destination mailbox, the prompt, "message sent" plays and the call transfers to the Operator.
Note
This feature is only available during the original message recording. If the caller presses
while re-recording or during the Message menu prompts, the Stratagy system reacts as if
the caller has pressed .
New Call
Follow Done chain of Company Greeting User ID
Company Greeting User ID
(default is User ID 990)
Caller enters DTMF
"Thank you for calling..."
Done Chain
Caller Instructions User ID
DTMF
(default is User ID 991)
Process the User ID.
Caller enters DTMF
"To reach the person you are
Does this User ID have a valid
calling, enter their extension
Done chain?
number.
Yes
No
To reach an Operator, press
or stay on the line."
Done chain
Follow the User ID
Done chain.
dtmf_gate
Is the configuration option
dtmf_gate
Caller on the Line?
Yes
TRUE?
"If you would like to speak to
the Operator, please say `Yes'
at the tone."
Does Stratagy detect any
No
sound?
Yes
No
Operator User ID
(default is User ID 0)
Process User ID 0
Hang Up
(Operator)
2466
Figure 5-1
Movement Between User IDs
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How Stratagy Operates
How Stratagy Processes
Start
Stratagy directs call
to this User ID.
Do Not Disturb
Yes
Is Do Not Disturb ON?
No
Call Screening
Records Caller's Name
Is Screen Calls ON?
Yes
No
Evaluate Extension
Suppress Normal Process
Successful
Is the first
Processes Token
character "@"?
Yes
Programming Language
No
Not Successful
Transfer Hold
Follows the Done chain of the
Processes Token
Company Greeting User ID
Programming Language
(default 990)
(usually dials the extension).
Answer
Busy
Ring No Answer
If ID Call? is YES, Stratagy
If the User ID's Busy chain is
If the User ID's RNA chain is
plays the tone and then the
defined, Stratagy follows it.
defined, Stratagy follows it.
User ID's recorded name.
Otherwise, plays either the
Otherwise, continues.
Otherwise, Stratagy plays a
system busy greeting or the
tone.
custom busy greeting, per the
User ID's configuration.
Greeting
No
Plays the
Call Screening
current greeting.
No
Caller Response
Is Screen Calls ON?
If the caller enters another
Yes
User ID, Stratagy starts
processing at that User ID.
Store Messages
Play Caller Name
If the User ID's Busy Hold is
Is Store Messages
No
YES and the caller presses
User accepts, rejects, or
*
YES?
to hold, Stratagy starts a hold
transfers call. To accept call,
Yes
queue for the User ID.
press 1 . To reject call, press 2
and hang up. To transfer call
If the caller does nothing,
Records caller's message.
with an announcement, press
Stratagy continues.
3 . To transfer call without an
announcement, press 4.
How
Copy Message To
Str
If Copy Message To defines a
If the user presses and
valid User ID, copies/records
hangs up or does nothing,
a
the message to that User ID.
ta
Stratagy continues as if it
gy
received a Ring No Answer
after dialing the extension.
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Done
If the user presses or ,
dials the extension, and hangs
If the User ID's Done chain is
rat
up. Stratagy directs the call to
defined, Stratagy follows it.
es
Start for the extension
Otherwise, follows the Done
transferred to.
chain of the Company
Otherwise, continues.
Greeting User ID (default 990).
2467
Connects the Caller
Figure 5-2
User ID Mailbox Processing
Stratagy I&M 06/02
5-7
How Stratagy Operates
How Stratagy Processes
User ID Mailboxes
Stratagy processes a User ID mailbox (see Figure 5-2) based on:
· User ID mailbox field settings
· Whether an Answer, Busy, or RNA condition exists.
How Stratagy Processes User ID Mailboxes
1. Start ­ Stratagy directs the call to this User ID.
2. Do Not Disturb ­ Stratagy determines whether the User ID mailbox field Do Not Disturb is
On.
· Yes ­ Stratagy directs the call to the RNA greeting and proceeds with the RNA condition.
· No ­ Stratagy determines whether Call Screening is On.
3. Call Screening ­ Stratagy determines if Screen Calls is On.
· Yes ­ Stratagy records the caller's name and then proceeds to dial the Extension.
· No ­ Stratagy dials the Extension.
4. Evaluate Extension ­ Stratagy determines if the Extension's first character is @.
· Yes ­ Stratagy suppresses the normal process. Stratagy processes the Token Programming
Language, then proceeds to the RNA condition. If there is an error during processing,
Stratagy follows the Done chain of the Company Greeting User ID.
· No ­ Stratagy places the call on transfer hold, dials the digits in the User ID's extension
field, then proceeds to the Answer, Busy, or RNA condition, as appropriate (see Table 5-1).
Table 5-1
Call Flow
Answer
Busy
Ring No Answer
Stratagy determines if ID Call is Yes.
Stratagy determines if the Busy
Stratagy determines if the Ring No
Yes ­
Stratagy plays the user's
chain is defined.
Answer chain is defined.
recorded name. If the
Yes ­
Stratagy follows this User
Yes ­
Stratagy follows the User
recording does not exist,
ID's Busy chain.
ID's Ring No Answer chain.
Stratagy plays a tone.
No ­
Stratagy proceeds to play
No ­
Stratagy plays the current
Stratagy proceeds to Call
the busy greeting.
greeting.
Screening.
No ­
Stratagy proceeds to Call
Screening.
Call Screening ­ Stratagy
Play Busy Greeting ­ Stratagy
Play the Current Greeting ­
determines if Screen Calls is On.
determines if there is a custom busy
Stratagy determines if there is a
Yes ­
Stratagy plays the name
greeting.
custom greeting.
the caller recorded.
Yes ­
Stratagy plays the user's
Yes ­
Stratagy plays the user's
No ­
Stratagy connects the
custom busy greeting.
custom greeting.
caller.
No ­
Stratagy plays the system
No ­
Stratagy plays the system
busy greeting.
greeting.
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How Stratagy Operates
How Stratagy Processes
Table 5-1
Call Flow (continued)
Answer
Busy
Ring No Answer
Play Caller Name ­ User Accepts,
Caller Response ­ Stratagy directs
Store Messages ­ Stratagy
Rejects, or Transfers. Stratagy plays
the call depending upon the caller's
determines if Store Messages is
"To accept... "
response.
Yes.
Accepts Call ­ User accepts call
Hold ­ If the User ID's Busy Hold
Yes ­
Stratagy records the
(presses ). Stratagy
is YES and the caller
caller's message. Then
proceeds to connect the
presses to hold, Stratagy
determines if there is a
caller.
starts a hold queue for this
Copy Message To mailbox.
Rejects Call ­ User rejects call
User ID.
No ­
Stratagy determines if
(presses ) and hangs up.
Another User ID ­ If the caller enters
there is a Copy Message
Stratagy proceeds to the
another User ID, Stratagy
To mailbox.
Ring No Answer condition.
processes that User ID.
Transfers Call with Announcement ­
Nothing ­ If the caller does nothing,
User transfers call with
Stratagy determines if
announcement
Store Messages is YES.
(presses ). The user dials
Store Messages ­ Stratagy
Copy Message To ­ Stratagy
the extension to transfer
determines if Store Messages is
determines if Copy Message To
the call and hangs up.
Yes.
contains a valid User ID.
Stratagy plays "Your call is
Yes ­
Stratagy records the
Yes ­
Stratagy copies/records
being transferred to" with
caller's message. Then
that message to that User
the name recording or User
determines if there is a
ID. Stratagy then proceeds
ID of the extension where
Copy Message To.
to the User ID Done chain.
the call is being transferred
No ­
Stratagy determines if
No ­
Stratagy proceeds to the
and Stratagy transfers the
there is a Copy Message
User ID Done chain.
call. Stratagy proceeds to
To.
Start for the extension
transferred to.
Copy Message To ­ Stratagy
User ID Done Chain ­ Stratagy
Transfers Call without
determines if Copy Message To
determines if this User ID Done
Announcement ­ User
contains a valid User ID.
chain is defined.
transfers the call without
Yes ­
Stratagy copies/records
Yes ­
Stratagy follows the User
announcement
that message to that User
ID Done chain.
(presses ). The user dials
ID. Stratagy then proceeds
No ­
Stratagy follows the Done
the extension to transfer
to the User ID Done chain.
chain of the Caller
the call and hangs up.
No ­
Stratagy proceeds to the
Instructions User ID.
Stratagy asks the caller to
User ID Done chain.
continue to hold and
transfers the call. Stratagy
How
proceeds to Start for the
extension transferred to.
Str
Connect the Caller ­ If the user
User ID Done Chain ­ Stratagy
Caller Instructions User ID Done
a
accepts the call, Stratagy connects
determines if the User ID Done
Chain ­ Stratagy follows the Done
tagy
the caller and the user.
chain is defined.
chain of the Company Greeting User
Ope
Yes ­
Stratagy follows the User
ID (default 990).
ID Done chain.
rat
No ­
Stratagy follows the Done
es
chain of the Caller
Instructions User ID.
Caller Instructions User ID Done
Chain ­ Stratagy follows the Done
chain of the Caller Instructions User
ID (default 991).
Stratagy I&M 06/02
5-9
How Stratagy Operates
Feature Programming
Feature Programming
This chapter lists (in alphabetical order) Stratagy's programmable features and gives instructions
on programming each feature. All features are categorized as:
· System ­ Features set on a system-wide basis.
· User ID Mailbox ­ Features set on a User ID mailbox basis.
For descriptions of these features, see the Stratagy General Description. For additional information,
see:
· Parameters ­ Chapter 4 ­ Configure Stratagy
· Tokens ­ Chapter 7 ­ Token Programming
· Menus ­ Chapter 6 ­ Menus
Note
Copies of the menus are available in Appendix A ­ Checklists/Forms. We recommend that
you fill in the appropriate forms and give copies to the System Administrator for their
reference.
Automatic Scheduler
Mailbox Feature
Set this feature using the Auto (Scheduling) Menu. You can program the following features to occur
automatically at a preset time, day, or date:
· Audiotex
· Call Screening (toggle On or Off)
· Company Greeting (toggle On or Off)
· Personal Greetings (change the Personal Greeting that plays by time of day)
· DND (toggle On or Off)
· Scheduled Extensions (change where a call is transferred to when a caller dials the User ID from
the Stratagy automated attendant)
· Message Notification
· Ring Duration (number of rings when a call is transferred to an extension by the Stratagy
automated attendant before it is considered Ring No Answer (RNA).
Automatic System Recovery
System-wide Feature
This feature defaults to enabled (True). To disable this feature, reset the restore_original and
restore_config parameters to False.
To receive notification of an unsuccessful startup, use the error_box parameter to designate a User
ID Mailbox to receive the message. The Notify menu for the mailbox should be set for a PANIC
notification type.
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How Stratagy Operates
Feature Programming
Busy Station Identification for IVP8
System-wide Feature
To use this feature you must configure the console_slot_id and dss_active parameters, program the
DSS Port field (see Chapter 4 ­ Configure Stratagy and Chapter 6 ­ Menus), and install/program a
PDKU as the DSS console (see "Busy Station Identification" on page 1-10).
To configure the feature in Stratagy
1. Set the dss_active parameter to TRUE.
2. Configure the DSS Port field on the User Menu ­ Options screen for each mailbox.
Important!
Once the DSS/Busy Lamp feature has been programmed using the two parameters
and the DSS Port field, IVP8 must be restarted two times. The first restart configures
the DSS parameters/field. The second restart "loads" the DSS parameters/field into
active memory.
Called Identification
Mailbox Feature
This feature defaults to disabled (No). To enable it, set the ID Call? field (Users Menu Options
Screen) to Yes.
SMDI Caller ID
To configure this feature, use the play_caller_id parameter and the %K token. See "SMDI Calling
Party Identification" on page 4-35 for details.
Caller Confirmation Prior to Transferring
System-wide Feature
This feature defaults to enabled (True). To disable this feature, reset the dtmf_gate parameter to
False.
When enabled, the system states, "Say yes at the tone." A verbal response completes the transfer to
a company operator and "no response" causes the system to disconnect the call.
How
Call Screening
Str
Mailbox Feature
a
This feature defaults to disabled (Off).
tagy
To enable it, set the Screen Calls field (Users Menu Options Screen) to On. This enables the user
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to turn this feature On or Off from the phone's dial pad. If you set the Screen Calls Lock field to
r
On, the user is prevented from changing the Call Screening feature in this manner, and only the
ates
Administrator can change it.
This feature can also be set to switch automatically to Call Screening mode and back again at a
certain time/day/date, using the Auto (Scheduling) Menu.
Stratagy I&M 06/02
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How Stratagy Operates
Feature Programming
Call Transfer
Mailbox Feature
All Stratagy call transfers are controlled by the User ID and Extension fields (Users Menu Options
screen). Entering only the destination extension results in a supervised call transfer. Other call
transfer types are implemented with Tokens.
Note
XXXH = blind transfer to extension XXX.
XXXU = release the call to extension XXX if ring tone is detected.
Chaining
Mailbox Feature
Stratagy's chaining feature enables the flow of control during call processing to be directed from
one User ID to another, based on the results of dialing the Extension field (Users Menu Groups/
Chains screen).
Note
The User ID can not be configured in Do Not Disturb mode.
The three possible chaining conditions are Done, RNA and Busy.
Directory
Mailbox Feature
Set the box_idx parameter for the User ID Mailbox that searches the directory for user names
(default is 411). You can also designate a different mailbox for different ports.
Disk Space Notification
System-wide Feature
This feature defaults to 5% free disk space. To reset the feature, use the diskwarn parameter (values
= 1~99). The value (percentage) becomes the threshold or percentage of available disk space that
remains on the flash drive.
To receive notification when the threshold has been reached, set User ID 999's Type field (Notify
Menu) to DISK. Time intervals between notification, alternate notification destinations, etc., can
also be programmed using the Auto (Scheduling) Menu.
Distribution Lists
Mailbox Feature
Set the cmt_maxlen parameter for the time allowed for recording a list comment (defaults to 10).
Do Not Disturb
Mailbox FeatureThis feature defaults to disabled (Off).
To activate this feature, set the Do Not Disturb field (Users Menu Options Screen) to On. This
enables the user to turn this feature On or Off from the phone's dial pad. If you set the Do Not
Disturb Lock field to On, the user is prevented from changing the DND feature in this manner, and
only the Administrator can change it.
This feature can also be set to switch automatically to DND mode and back again at a certain
time/day/date, using the Auto (Scheduling) Menu.
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How Stratagy Operates
Feature Programming
Extensions--Scheduled
Mailbox Feature
Set the scheduled extensions in the Auto (Scheduling) Menu.
Fax Tone Detection
System-wide Feature
This feature sends fax tone detection to User ID 994 (default). To change the User ID, set the
hot_box parameter for the new destination extension of the fax machine. The designated User ID
accepts the fax tone and a blind transfer to the extension connected to the fax machine follows.
Future Delivery
System-wide Feature
Dedicate a User ID (default User ID 995) mailbox for storing all future delivery messages using the
future_delivery parameter. The messages stored in the mailbox cannot be deleted or played by the
Administrator.
Note
Not supported by the Flash.
Greeting
Mailbox Feature
Busy Greeting
This feature defaults to the System Busy Greeting (SYS). To change it to a custom busy greeting,
set the Busy Greeting field (Users Menu Options Screen) to CUS.
The amount of time allowed for recording the greeting is 45 secs (30 secs for the Flash). To increase
or decrease the time, set the Busy Greeting Max. field (Users Menu Options Screen) to 1~999.
Setting this field to 0 prevents the user from recording or changing a custom Busy Greeting.
Personal Greeting
By setting the Current Greeting Max field (Users Menu Options screen) to zero, the Administrator
can prevent the user from recording a new greeting or changing (recording over) an existing
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greeting. This has the effect of locking the greeting recording(s), and prevents the user from
changing the current greeting number. If the user's greetings are not locked, the user can change the
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greeting number and/or record new greetings (up to the permitted length).
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Greeting--Company
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System-wide Feature
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You must record all company greetings using the "Information User IDs," such as the initial
greeting User ID (typically "990"). A company, for instance, can have a standard greeting play
during regular business hours, and a second greeting play after hours which informs callers that the
business is closed, etc.
A third greeting can also be recorded which explains that "the company is closed for the holiday."
Since the Auto Scheduler permits holidays to be programmed up to a year in advance, and repeats
automatically at one year intervals, the holiday greeting can play automatically on each holiday.
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How Stratagy Operates
Feature Programming
Greeting--Port-Selectable
System-wide Feature
This feature defaults to User ID Mailbox 990 for all ports. This feature should be configured to start
processing with the appropriate User ID based on the expected use of the Stratagy ports. If you need
to change the default, use the box_grt parameter.
After verifying the box_grt parameter setting is correct, the User IDs must be created and
configured, and their greetings recorded to give callers the desired information.
Greeting Restart
Mailbox Feature
After a caller has left a voice message for a User ID, the call can either be transferred back to the
initial "company" greeting User ID or the system can say "Thank you for calling, good-bye" and
disconnect. By default a caller is returned to the "instruction greeting" (User ID 991). This can be
chained via the Done chain in the user's mailbox.
Group Partitions--Call Blocking
Mailbox Feature
Define the group(s) that a User ID belongs to by filling in the group number(s) on the Users Menu
Groups/Chains screen. User IDs can only access other User IDs that are defined as being in the same
group.
Guest Users
Mailbox Feature
This feature defaults to disabled (-1). To enable it, enter 0~99 (number of guest User IDs the user
can create) in the Guests field (User Menu Options screen).
Note
Flash does not support this feature.
The Administrator also controls the configuration of each created Guest User ID through the use of
the guest_defaults parameter. The parameter is set to a standard system template, User ID 996, but
a new template can be created and used in its place.
Guest Users Limit
This feature is set in two ways:
· System Limit: The Guest Users Limit for the entire system is set by entering values in the
guest_min (default 90000) and guest_max (default 90199) parameters. The difference of the
entries is the maximum number of guest user IDs that can be created by all users on the system.
· User ID Limit: A limit is set (default: -1) for each User ID by entering a value in the Guests field
on the User's Options screen. Valid entries are:
· 0~99 enables the user to create that number of guest user IDs.
· -1 stops the User from using the Guest Users feature.
The Administrator can also change the number remaining in the field to 0 at any time. The user has
access to the previously-created Guest User IDs but cannot create new ones.
If the Administrator changes the number remaining in the field to -1 after Guest User IDs have been
created, the Guest User IDs are not deleted but the user does not have access to them. Any new IDs
cannot be created.
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How Stratagy Operates
Feature Programming
Interactive Voice Response (IVR)
System-wide Feature
All of the IVR features are implemented using Stratagy's flexible token programming language.
This means that a combination of User IDs can be used to implement a sophisticated IVR
application.
Enter the selected programming tokens in the Extension field (Users Menu Options screen) of the
appropriate User ID. The size and sophistication of the customer application determines the number
of User IDs and the tokens required. (See Chapter 8 ­ Customization Examples for examples on
using tokens for IVR applications.) Stratagy can contain up to 100 million User IDs, many of which
can be used simultaneously in this type of application.
Note
The Flash does not support some IVR related prompts (e.g., monies).
Message Continuous Delete/Playback
System-wide Feature
This feature defaults to 30 minutes for continuous delete or playback. To change the setting use the
tape_length parameter (values are 10~99 minutes).
Note
The time period set is normally the length of a continuous recording.
Message Copy
Mailbox Feature
To enable this feature enter a User ID mailbox number in the Copy Message To field (Users Menu
Options screen).
Set the Store Messages field (Users Menu Options screen) to Yes. Stratagy stores the message in
both the accessed User ID mailbox and the User ID mailbox shown in the Copy Message To field.
Any messages already stored in the originating User ID are not copied.
Message Copy with Delete
Mailbox Feature
To enable this feature enter a User ID mailbox number in the Copy Messages To field (Users Menu
Options screen). Set the Store Messages field to No. Stratagy stores the message only in the Copy
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Message To User ID Mailbox. The first User ID does not store messages.
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Message Date and Time Control
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Mailbox Feature
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This feature defaults to enabled (Yes) and the date/time is played automatically before the message.
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To disable this feature, change the Play Date/Time? field (Users Menu Options screen) to No.
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Message Length Control
Mailbox Feature
This feature defaults to 180 seconds (30 secs. in the Flash). To change the feature, reset the Store
Messages (Max) field (User Menu Options screen) to a value from 1~999 (seconds). If set to 0,
messages can have any length up to Stratagy's disk capacity.
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How Stratagy Operates
Feature Programming
Message Notification
Mailbox Feature
Activate the Notify Menu. Notification records can become templates and used repeatedly (e.g.,
pager notification, turning on/off a message waiting light, etc.). Since the Method field (Notify
Menu) can consist of a number of different programming tokens, an almost unlimited range of
actions is available.
You can dedicate (reserve) a port(s) for outbound notifications, using the n_ochan parameter. If no
port is dedicated for notification use, Stratagy attempts to use the highest numbered IDLE port.
Message Pause During Playback/Recording
System-wide Feature
This feature is set to a default pause of 30 seconds. To change the setting, use the tmo_resume
parameter (system values are 0~255).
Message Playback Control
System-wide Feature
This feature is set to a default of five seconds. To change the setting, use the play_skip parameter
(possible values are 1~99 seconds).
Message Purging
System-wide Feature
This feature defaults to disabled. To enable it, use the purge parameter (possible values: 1~99 days).
Message Retrieval Control
Mailbox Feature
This feature defaults to First-in, First-out order. To reset this feature, use the Message Order field
(User Menu Options screen).
Message Speed Control
Mailbox Feature
This feature defaults to 0 (normal). If not reset, the system lacks an alternate rate speed and only
plays at one speed. To reset the feature use the Alternate Rate field (Users Menu Options screen) to
increase the alternate playback speed to 1~4. The user can toggle between the normal speed and the
faster (alternate) speed by pressing
.
Note
This feature is not supported by IVP8.
Message Volume Control
Mailbox Feature
This feature is set to normal/average sound (defaults to 0). To reset the feature, enter -8 (softest) to
8 (loudest) in the Message Volume field (Users Menu Options screen).
Changing the gain_norm parameter setting also affects this feature.
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How Stratagy Operates
Feature Programming
Messages--New, Pending and Saved
Mailbox Feature
Set Saved Msg Que field (Users Menu Options Screen) to Yes to create two queues, new and saved,
or No for one queue for all messages.
Pending Messages
Any message listened to for a shorter amount of time than that specified in the
msg_pending_threshold parameter is kept as a new message. The message remains in the New
Message Queue and the Message Waiting Off notification type is not processed. A message that is
listened to longer than the time specified but is not listened to all the way through or manually saved
(by pressing ) or deleted (by pressing ) is considered a Pending Message. The message remains
in the New Message Queue and the Message Waiting Off notification type is processed.
This feature defaults to disabled. To enable it set the Message Pending (Users Menu Options
screen) field to On. To reset the threshold time, use the msg_pending_threshold (default 5 seconds)
parameter (values are 3~10 seconds).
Messages--Urgent
Mailbox Feature
Set the Type field (Notify Menu) to URGENT to notify the user of urgent messages.
Multiple System Languages
System-wide Feature
This feature defaults to English prompts. To change the setting, you must:
· Load the desired additional prompt file(s) during system installation and configuration.
· Configure the system for the new language using the prompt_file parameter.
· Record a prompt to instruct callers on the steps for changing the file during a call.
Name (and Extension) Control
Mailbox Feature
How
This feature defaults to enabled (Yes). To disable this feature, set the Record Name? field (Users
Menu Options screen) to No.
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The amount of recording time defaults to 5 seconds. To change the amount of recording time reset
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the nam_maxlen parameter to 1~99 seconds.
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How Stratagy Operates
Feature Programming
Networking (AMIS)
System-wide Feature
An AMIS Analog protocol must be implemented on the other voice messaging system for AMIS
networking to function. If the networking feature is being used to network Stratagy with another
vendor's systems, planning and coordination between the two locations' Administrators is required
to create a workable numbering plan.
The feature defaults to disabled. To enable the feature, remove the comment sign ( ) and set the
amis_enabled to True. See "amis_enabled" on page 9-4 for more instructions on setting the AMIS
parameters.
Note
Not supported on the Flash.
Paging ­ Office
Mailbox Feature
This feature is set using the Type field (Notify Menu) to RELAY. See Chapter 8 ­ Customization
Examples for examples on setting up a notification to a pager.
Programmable Dial Actions
Mailbox Feature
Enter the token programming sequence into the Extension field (Users Menu Options screen). The
default is usually the same as the User ID number, since users' ID numbers are often the same as
their telephone extension number.
Reports
System-wide Feature
See Chapter 10 ­ System Reports for procedures on using the Report feature. To schedule an
automatic report, use the auto_report and auto_report_time parameters. Reports can be scheduled
in advance (24-hour format).
Ring Duration
Mailbox Feature
This feature defaults to four maximum rings per call. To reset this feature use the Maximum Rings
field (Users Menu Options screen). Valid entries are 1~9 and 0 (sets the ring duration to system
default).
This value can also be changed automatically at a certain time/day/date using the Auto (Scheduling)
Menu.
Screen Advertisement
System-wide Feature
This feature is enabled (defaults to five minutes). To change the setting, use the tmo_blank
parameter (valid entries are 1~99 min.) or to disable the feature set the parameter to 0.
Note
The screen saver activates only when the Main Menu is displayed.
To program an advertisement or slogan (58-characters long) that displays instead of the blank
screen use the advertising parameter.
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How Stratagy Operates
Feature Programming
Shared Extensions
Mailbox Feature
Each User ID is set to have the same shared Extension number, and the ID Call? field must be set
to Yes.
Shutdown using the Telephone Dial Pad
System-wide Feature
Change Security Code for User ID 983 and set DND to Off.
Single-digit Menus
Mailbox Feature
Define the single-digit menu numbers (up to 10) for each User ID on the Group/Chains screen of
the Users Menu. Leaving a given number's field blank indicates the digit has no special significance
while this User ID is processed. A greeting must be recorded that the caller hears. An example is:
"I'm not available to answer your call. Press 1 to leave a message, 2 to talk to my personal assistant,
3 to page me, 4 to send me a fax or 0 to talk to the operator."
The token programming language provides a special token M for prompting and processing menu
choices.
Note
Single-digit menu 0 is normally reserved for the operator.
System Administrator's Mailbox
System-wide Feature
See System Administrator Guide for information.
Token Programming
System-wide Feature
A token or group of tokens placed together to perform a specific function is referred to as a token
string. A token string that performs call processing applications (offsite call transfer via Centrex
lines, Fax Back, Fax on Demand, Holiday Application, etc.) are placed in the Extension field of a
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User ID. Tokens can also be used in the Method field (Notify Menu) to customize notification
templates.
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See Chapter 7 ­ Token Programming for a list of tokens and descriptions and Chapter 8 ­
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Customization Examples for example token applications.
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Universal Ports
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System-wide Feature
The number of ports reserved for outbound notification is set in the n_ochan parameter
(default = 0). When Stratagy is configured for 24 ports, at least 1 channel must be reserved for
outbound notification.
You can also restrict Notify to only a defined port in the notify_restriction parameter
(defaults to 1).
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How Stratagy Operates
Feature Programming
User ID Security Code
Mailbox Feature
Specify the initial security code in the Security Code field (Users Menu Options screen). Minimum
and maximum length restrictions can be set using the security_min_length (default = 1, values 1~8)
and security_max_length parameters (default = 16, valid entries are 1~16).
Using the System Administrator's User ID mailbox 999, the Administrator can reset the code for a
User ID at any time. Although the Administrator can reset the code, he/she does not have access to
existing User ID security codes.
The default security code for User ID mailboxes is: User ID + Security Code for Defaults Box 997.
Since the Defaults Box's security code defaults to 997, any User ID created would have a default
security code of User ID + 997. For example, User ID 234's default security code would be 234997.
If you change the Defaults Box's security code (for example to 555), all new mailboxes created have
the new default security code (234555).
User ID--Variable/Fixed Length
System-wide Feature
To set the length of User IDs, use the fixed_len0~9 parameters. System defaults to 8 digits.
Varied Sampling Rates
System-wide Feature
Use the following parameters to reset the sampling rates:
· adpcm_hq parameter for greetings and name recordings
· adpcm_nq parameter for incoming messages
· adpcm_pq parameter for system prompt file
Note
Once the rates have been set, they cannot be changed since greetings or messages
previously recorded are lost.
Voice Forms
Mailbox Feature
Program the Q (Question and Answer) token into the User ID. Each question is recorded as a
greeting, either in that User ID or in others. The Q token specifies which greetings play and in what
order. Up to 20 questions are allowed.
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Document Outline