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CHAPTER 1. OVERVIEW OF UPGRADING AND CONFIGURING STRATA CS 1-5
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
together such as auto attendants, queues, IVR plug-ins, and contacts.
Workgroups replace Contact Groups used in previous versions.
n Call Rules. You can change the way calls are handled based on who calls
or a particular date or time. For example, you can automatically send
specific calls to voice mail during lunch, change your personal greeting
after hours, or forward calls from your mother or special co-workers to
your cell phone. Call rules replace people rules and Smart Do Not Disturb
used in previous versions.
n Hands-free Answering. You can leave your phone off-hook while
waiting for calls and will not hear dial tone. When a new call arrives, you
hear a zip-tone and then you are connected to the call. Connect an
overhead speak to a station using hands-free answering to set up a paging
system.
n Permissions. User groups provide administrators a way to assign
permissions to a group of people, similar to Class of Service. Users can
now inherit permissions from one or more groups, such as Administrators
or Users.
n Account Codes. You can use account codes to help track calls back to
one or more “accounts” such as clients or customers you may need to bill.
Account codes can be used for any call, are saved in the Call Log, and can
be reported on using the Call Center Reporter. Administrators can
optionally force that users enter account codes for every call on a per user
basis. Account codes can be optionally verified against a list configured
by the Administrator.
n New Call Center Reporter. The new Call Center Reporter does not
require any roll-ups or separate roll-up database. All reports are run
directly from the Strata CS server and get the latest data. Several new
reports allow better analysis of call center, trunk, and agent performance
and behavior.
n Custom greetings in Routing Lists. You can define special greetings
between routing list actions, such as “Attempting to call my cell phone,
please stay on the line.” You can also define special greetings for final
actions.
n Streamlined Place Call To Dialog Box. The Place Call To dialog box
has been optimized so that in one place you can easily make calls to any
contact, extension or number, including your own home, mobile, and
other personal numbers.
n Easily forward your calls to your remote phone. If caller ID is
available, you can press *51 from the account menu to forward your calls
to a remote phone, such as your cell phone.