STRADA CTX-100 - Features

  CTX-100 Overview     CTX-100 Features    CTX 100 Brochure

Call Answering Capabilities

• Attendant Console
User-friendly Windows interface and streamlined mouse/keyboard functions make high-volume call answering faster, easier, and more efficient.

• Direct Inward Dialing (DID)
Routes incoming calls directly to specific stations without going through the answering position.

• Multiple Directory Numbers
Station extension numbers can appear on multiple telephones and individual telephones can have multiple station extension numbers, maximizing call coverage flexibility.

• Dialed Number Identification Service (DNIS)
Route incoming calls exactly where you want them to go according to the number dialed. LCD display information identifies the type of call.

• Caller ID
Displays the caller’s name, telephone number, and customer profile from your database (with CTI applications). Your employees will be fully prepared to handle calls with maximum effectiveness and provide personalized customer service. Call history provides a log of all incoming calls with the number, name (if provided by the telephone company), time, and date. You won’t miss important call information even if you can’t answer the call and the caller doesn’t leave a voice mail message. You can even use speed dial to return calls from the call history list.

• Off-Hook Call Announce
Ensures that employees receive important telephone calls by enabling a station to speak to another busy station user. Call announcements can go through the handset or the telephone speaker.


Call Center Capabilities
• From automated call processing to specialized reports, Strata CTX provides all the tools you need to effectively manage your call center. With its server-based Automatic Call Distribution (ACD) features, the Strata CTX system lets you effectively allocate inbound calls among your call-handling agents. Strata CTX’s flexible ACD solutions enable your employees to focus on performing productive tasks and providing excellent customer service.

• Advanced Call Routing routes calls based on Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-of-year, and user entered data, providing maximum flexibility.

• Skills-based Routing sends calls to the most appropriate employees. Calls can be routed to certain agents, based on the caller’s input and agent capabilities. Calls can also be routed into different groups according to Dialed Number Identification Service (DNIS), CO line, or Auto Attendant routing. With the capability of agents to log into multiple groups, calls can be routed to different agents based upon skills needed for each specific call.

• If all agents are busy, calls to an ACD group are queued to wait for the first available agent in the group. While waiting, callers hear programmed announcements or music, encouraging them to remain on hold. This gives you an opportunity to provide valuable information to callers while they’re waiting.

• Priority Queuing enables higher-priority calls to be answered sooner than low-priority calls. 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.

• If there are multiple ACD Groups, each group can have a separate music source and different announcements, providing the specific information you want callers to hear. When the number of ACD calls waiting reaches a predetermined threshold, calls can overflow to another ACD group or destination, ensuring that someone will assist callers even when no one in the primary group is available.

• Multiple Group Agent Login provides important call coverage between groups and tiered service levels. This assures back-up coverage and is also the foundation for skills-based routing and agent priority routing, enabling many advanced call center applications.

• Agent Priority Routing enables you to expand the agent pool when call volume gets heavy. You can expand the group based on agent priority levels. When all agents are busy at one level, calls are automatically distributed to agents at the next level.

• Intelligent Announcements play pre-recorded messages and inform holding callers of their place in queue or estimated time before answer. These announcements also offer alternative options like leaving a voice mail message or invoking a call-back reservation.

• The Interactive Voice Response (IVR) Voice Assistant gathers and validates caller input, triggers responses, alerts agents when the queue gets overloaded with calls, and provides many creative application opportunities. The IVR Voice Assistant application can be used as a stand-alone product and/or as an IVR component of the ACD application. For example, you can use an IVR port to page agents, instructing them to log in to an ACD queue. Other useful functions include playing menus and acting on response, and prompting various caller actions. The IVR Voice Assistant can also be used to provide low-cost text-to-speech capabilities.

• ACD capabilities also allow supervisory stations to offer call assistance to ACD agents, and to monitor agent calls. This is very useful for training, performance evaluation, and providing second-level assistance.

• Call Center reports enable you to analyze agents’ performance, call center group activity, and system status. You can also forecast future call-center staffing requirements by analyzing call volume patterns. Create, display, and print your own customized reports to meet your specific needs by selecting from over 100 data elements. Choose the time period you need, and print reports on demand or at scheduled times. Enhance your management effectiveness by exporting data into your other applications or databases. This enables you to integrate call center data with your other information-systems data.


Stratagy Voice Processing

So Much More Than Voice Mail
• Voice processing capabilities include basic functions such as auto attendant, call routing, telephone answering, voice mail messaging, and much more.

• Converged technologies such as Automatic Speech Recognition (ASR), Unified Messaging, Fax Services, Interactive Voice Response (IVR), Text-To-Speech, Networking, and other state-of-the-art features provide you with cost-saving solutions for your voice processing requirements.

• To meet your specific needs, Toshiba offers various Stratagy systems that match different voice processing requirements and budgets, from basic voice messaging to sophisticated applications.

• Stratagy systems have the flexibility to operate on any telephone system. However, Stratagy is designed to provide optimum feature integration with Toshiba business telephone systems.

Stratagy DK and Stratagy IVP

• Seamlessly integrates all your voice processing functions on a single printed circuit card inside your Strata CTX system. Stratagy DK and IVP are designed specifically for Toshiba business telephone systems.

• Fast, reliable voice processing performance is assured, since there’s no need for external connections, standard telephone ports, outside cabling, or a separate battery backup system.

Stratagy ES

• Visual display simplifies voice mailbox operation, enhancing productivity. Employees can easily use voice mail functions via LCD feature prompting visually displayed with soft key operation on their telephone. This replaces the need to listen to voice prompts over the handset, although Stratagy ES voice prompts can be played when soft keys are used.

• Unified Messaging gives you total control of your communications by enabling you to manage your voice messages, faxes, and e-mail messages all from your PC screen or your telephone.

• Call Record enables you to record Strata CTX telephone conversations directly into your voice mailbox. While on an active call, you can record the conversation and store it in a Stratagy ES voice mailbox by pressing the Record button on your digital telephone. To stop the recording, simply press the Record button again. Recordings can also be paused or restarted by pressing the Pause/Resume button.


Seamlessly Integrate Remote Employees Into Your Main System

• Remote Branch Office Extensions
The MCK EXTender enables groups of remote workers to have digital telephone extensions from the main location’s Strata CTX telephone system and voice mail system. As a result, remote employees will have the same functionality as main-office users. You can connect your remote site by analog CO line, BRI, T1, or frame relay.

• Remote Individual User Extensions
The MCK EXTender enables individual remote workers to have digital telephone extensions from the main location’s Strata CTX telephone system and voice mail system. As a result, remote employees will have the same functionality as main-office users. Individual remote users are connected through your Local Area Network (LAN), Wide Area Network (WAN) private IP packet network, or the public Internet.

• Direct Inward System Access (DISA)
Saves money by allowing employees to use the company's calling network even when they are not in the office.


Multiple System Networking Brings All Your Offices Together

• Toshiba designed and engineered world-class networking capabilities into the Strata CTX. Using QSIG protocol and Toshiba-specific QSIG elements, networked systems function as one integrated Strata system. Strata® Net delivers a rich set of calling features across multiple Strata CTX systems distributed throughout your enterprise.

• Coordinated Numbering Plan: Strata Net can be configured to allow users to call each other across network nodes with simple network directory numbers. This eliminates the user’s need for access codes and network maps. Calls that encounter a busy or unanswered destination can be forwarded to any node in the network, including a centralized voice mail system or attendant.

• QSIG Call Control: The Strata CTX conforms to the QSIG standard for Call Control. This is the basis for all Strata Net connectivity and interoperability with PBXs from other manufacturers.* QSIG Call Control provides for connection, dialing, identification of calling and called parties’ names and numbers and message waiting indications, as well as other features.

• Alternate Routing: Each Strata CTX can be programmed for thousands of Strata Net routing patterns. This allows you to create networks in which calls can be automatically re-routed around network disruptions. Centralized facilities and features can continue to work and users will be unaware of problems while they are being repaired. Alternate Routing also permits Toll Bypass, enabling Strata Net to deliver a public call from a point in the network where toll charges are minimized. This built-in “Hop Off” capability automatically determines when the private network should switch a call to the public network.

• Centralized Attendant: One attendant can serve an entire Strata Net. Station users only need to dial “0” to reach the centralized attendant, regardless of the node in which they reside. The attendant can reach any station in the network using its Network Directory Number. Trunks attached to any network node can be programmed to terminate to the centralized attendant. Their source and calling party information will be delivered to the attendant’s display.

• Centralized Voice Mail: A voice mail system attached to any Strata Net network node can serve users throughout the enterprise. Unanswered calls are forwarded to voice mail. The source and calling conditions are identified and the appropriate voice mailbox greeting is played. The voice mail system can control message-waiting indications throughout the network as messages are left and retrieved. A single network can even support multiple centralized voice mail systems, with each station being programmed for the appropriate system.

• Network SMDR: An external Strata Net call generates a call record at both the originating and terminating node for that call. Transit nodes do not generate records. The records can be stored in customer-supplied external buffers at each node. Polling call accounting software can gather and organize the data from multiple nodes. Local buffering provides survivability if a network disruption occurs.


Integrated Services Digital Network (ISDN)*

• Primary Rate Interface (PRI)
Designed as the trunk interface to the ISDN network, PRI is used to send and receive voice and/or data calls over the same network. The call-by-call feature enables PRI channels to be dynamically allocated as needed for use of a variety of services, such as DID, Tie, FX, WATS, 800, etc., on demand.

• Basic Rate Interface (BRI)
Station side connection provides a low-cost ISDN solution, enabling you to connect devices such as a PC, LAN bridge or router, Internet access device, video conference terminal, group IV fax, ISDN telephone, or other devices that benefit from an all-digital transmission link. Trunk side connection enables BRI lines to be used by all telephones for incoming and outgoing calls.

• Cost-Saving Applications
PRI can save money by enabling the call-by-call use of the channels on the PRI link for a variety of services on demand. BRI provides a low-cost solution for high-speed LAN and Internet access, plus video conferencing applications. Calling Number Identification Services (CNIS) and Dialed Number Identification Service (DNIS) are provided over ISDN lines at no additional monthly charge. With its superior speed and faster call setup, ISDN helps you maximize productivity.

• Some features implementation may require additional auxilliary equipment.

  Strata CTX 100 Brochure

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