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1-8 STRATA CS ADMINISTRATOR MANUAL
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
n You can no longer enter # at the beginning of a phone number to bypass least
cost routing for the call. Instead, create another dialing service that does
not use least cost routing.
n
*8900
to hear a station ID has been replaced with
*0
.
Wherever possible, Strata CS 2.1 settings are upgraded seamlessly to work with
new Strata CS features.
For example, dialing permissions—set for dialing services and users—have
replaced the old dialing exceptions, previously set only at the user level. When
you upgrade to this version of
Strata CS, all Strata CS 2.1 users are assigned the
permissions setting
Use dialing service permissions except the following, and
their preexisting dialing exceptions are carried forward.
Changes in Strata CS 3.0 or later _________________________
The following administrative tasks have changed in this version of Strata CS:
n Workgroups. You can arrange users into specific workgroups (such as
Sales, Marketing, Gold Box Team, and so forth) to better manage calls, or
share specific information. Workgroups can also include auto attendants,
queues, IVR plug-ins, and contacts. Workgroups replace Contact Groups.
See Chapter 7, “Managing Workgroups.”
n Account codes. Account codes can be entered on any call to help track
calls back to one or more “accounts” such as clients or customers you may
need to bill for. Account codes are saved in the call log and can be
reported on using the Call Center Reporter. Administrators can optionally
force account codes be entered for every call on a per user basis. Account
codes can be set up to be verified against a list of valid account codes.See
Chapter 10, “Using Account Codes.”
n User permissions. You can now assign permissions to groups of users.
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. See “The
Permissions tab” on page 6-37.
n New Call Center Reporter. Accessible from the Client’s Tools menu, the
new 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 Windows Performance Counters. Strata CS now includes several
standard Windows performance counters that can show you the number
of calls in use, total calls handled, and more.