Toshiba Telephone System Applications

Improve user company’s productivity and efficiency, and increase customer satisfaction with a range of business-focused solutions designed to expand the functionality of Toshiba’s Strata® CIX™ IP communication systems. Telephone applications enable business users to receive and manage calls efficiently. Strata CIX also supports a range of practical, sophisticated solutions that can enable you to enhance service to callers, ensure that there are fewer abandoned or missed calls and improve utilization of skills and knowledge across your organization.

Multi-site Networking
Toshiba’s Strata CIX IP telephone systems and Strata Net networking enable you to interconnect your main office with branch locations and/or remote users. Strata Net is a private networking application that combines the advantages of network-based telephony and the features of traditional PBX systems, while reducing your infrastructure, lowering capital expenditure and operational costs, and increasing productivity.

• Strata Net delivers a rich set of calling features across multiple Strata CIX systems throughout your enterprise including.
• Extend full telephone functionality to remote users via IP telephones connected to your private intranet or the Internet, providing full-featured desk phone capability to all users no matter where they are located
• Reduce costs by transmitting voice calls via the Internet or your private intranet
• Provide one integrated system for all your office locations by networking multiple Strata CIX systems to work together as one system
• Share capabilities enterprise-wide, from centralized attendant services, a single voice mail system, and centralized call center operations, to simplified internal extension dialing, and SMDR
• Turn a long-distance call into a local call by “hopping off” the network as needed
• Advanced networking features include Centralized Voice Mail, Centralized Attendant, Network SMDR, and Station DSS button appearances across all nodes Alternate Routing provides for toll bypass configurations and automatic recovery from network disruptions

Call Control from Computers
Computer Telephony Integration (CTI) combines the capabilities of Toshiba’s Strata® CIX™ business telephone system with custom functionality provided by computer applications. This leverages the power of both devices to bring a more effective tool to the desktop.

CTI applications are brought to users either through system-wide applications or applications on individual PCs.

• System Open Architecture Interface (OAI) uses the LAN connection for individual PC users to access applications running on a PC server connected to the telephone system.
• Desktop OAI, where each user’s Digital Telephone is equipped with an Integrated PC Interface, accesses applications on their individual PC.

Net Phone
Combine the capabilities of your computer and telephone into one powerful communication tool. Call control from your PC gives you the ability to dial, answer or transfer calls, and more, using your mouse without ever picking up the telephone.

Toshiba’s Net Phone™ can be used in conjunction with an IP or digital business telephone to provide desktop call control. Net Phone can also be used as a stand-alone IP soft phone providing mobility and remote access. Net Phone also synchronizes with a company’s operations, CRM, or contact software.

Use Your PC to Provide Additional Telephone Functionality

• Drag and drop features makes call transfer, speed dialing, and other functions faster and easier
• Personal call handler uses events, conditions, and actions to handle incoming calls the way you want including routing and screening of calls, selective call forwarding, screen pops of incoming calls, voice mail notification, and more
• Outbound dialing from any application makes calling easy with a click of the mouse Launch electronic documents, applications and web pages directly from the Net Phone interface for quick access to the most frequently used communications tools
• Chat instant messaging enables instant communications with any user, broadcast message to multiple users, and simultaneous Chat sessions
• Presence capabilities let users see the availability of co-workers and quickly relay and transmit important information to best serve your customer through an easy, intuitive interface
• Preset control buttons enable you to dial numbers or extensions, launch applications, view automatically generated screen pops of caller information and more
• Call history provides a log of incoming and outgoing calls that you can print, search, sort, and redial with
  one click
• Call notes follow the call wherever it’s transferred so callers don’t have to re-answer the same questions
• ACD login/logout, supervisor functions and ACD Viewer through built-in integration with Strata ACD Recording control through built-in integration with OAISYS® Tracer product

Chat: Instant Messaging
Chat is an instant messaging tool that can be purchased as a standalone product or as a standard feature of Net Phone. Chat is a great tool for getting a message to someone when they are busy on the phone or to get information in a less intrusive manner than calling the person.

• Cradle to Grave Recording captures every moment of the call, even while the caller is on hold.
• Look-Back Recording records an entire conversation, even if the recording was initiated after the call began.
• Call Monitoring allows authorized users to monitor calls as they’re happening, whether those calls are being recorded or not.
• Selective Recording records specific or random extensions, groups of extensions, or every extension.
• Bookmarks are automatically inserted in every recording whenever calls are transferred or put on hold. With bookmarks, finding particular calls or specific parts of calls is easy and significantly decreases the amount of time needed to retrieve and play back the recordings.
• After-Call Actions can be taken after a call ends, including sending an e-mail or instant text message, or launching another program to take some action.

Call Recording & Monitoring
CTI enabled digital call recording and logging systems record, store, organize, and play back telephone calls to avoid communication disputes that can result in business liabilities. Call recording applications can also help improve the quality of your business operations, from training and quality control to customer service.

Multiple Applications on a Single Platform
Toshiba’s Strata® Media Application Server integrates with Strata CIX™ IP telephone systems, to host voice processing and a variety of value-added unified communication applications within one platform. Because it reduces the need for multiple servers to support each application separately, the Strata MAS dramatically decreases cost and complexity of deploying multiple applications.

Applications Supported on MAS

• Auto Attendant and Voice Mail
• Unified Messaging and Fax Integration
• Automated Speech Recognition (ASR)
• Text-to-Speech (TTS)
• Interactive Voice Response (IVR)
• Automatic Call Distribution (ACD) and ACD Reporting
• Browser-based system administration and personal administration
• FeatureFlex® adaptability/customization tools

The Strata Media Application Server is one of the first devices that combine voice applications from multiple vendors onto a single platform using Host-based Media Processing (HMP) technology. The advantage of HMP it eliminates the need for expensive dedicated voice resource boards and provides a sleek, efficient IP-based unified communications solution.

Strata MicroMAS - Media Application Server for Small Business
Toshiba’s Strata MicroMAS Media Application Server platform delivers a comprehensive and integrated unified communications solution when combined with a Toshiba’s Strata CIX voice communication system. Together, the Strata CIX and Strata MicroMAS deliver the extensive voice features of the Strata CIX with the applications integration of the Strata MicroMAS’s optimized desktop-size server. SMB enterprises need only the one Strata MicroMAS server for multiple applications to create a powerful unified communications solution. Designed to complement Toshiba’s Strata CIX family of VoIP systems, and especially good news for the smaller CIX100 and CIX40 VoIP systems for SMB enterprises, Strata MicroMAS hosts a variety of diverse applications that increase companys’ ability to communicate effectively with its customers.

Applications Supported on Strata MicroMAS

• Auto Attendant and Voice Mail
• Unified Messaging and Fax Integration
• Automated Speech Recognition
• Text to Speech
• Interactive Voice Response
• Automatic Call Distribution and Reporting
• Browser-based Personal and System Administration
• FeatureFlex adaptability/customization tools

With Toshiba’s MicroMAS, smaller enterprises can have the same multiple application single server solution in 2-8 port configurations as their medium-to large sized counterparts have with the Strata MAS in 4-32 port configurations. MicroMAS is ideal for use with Toshiba’s Strata CIX100 and CIX40 VoIP systems, which support up to 72 and 24 users, respectively. It also consolidates communications applications onto a single server, helping SMB enterprises save money, space, and time managing their telephony resources, while delivering a powerful unified communications platform.

Telephone Features Customization Using FeatureFlex
Toshiba’s FeatureFlex™ adaptability and customization tool, Toshiba’s Strata® CIX™ IP telephone system, and Toshiba’s Integrated Media Applications Server (MAS), enables you to tailor your telephone system well beyond standard system and administrative options and basic programmable features.

True communication customization comes when you can adapt a solution completely to your needs. FeatureFlex enables users to modify virtually any existing features—and create new ones. And not just CIX call processing, but blended features that work between all system applications and resources. This includes voice mail, CTI applications, and more. An easy to use script editor works with the Integrated Media Application Server to interpret code, process functions, follow custom routing, and more. All in just hours and days rather than months or years, or waiting for the next software release.

For example, using the system’s built-in scripting language, enterprises can create applications that allow them to:

• Connect with back office systems, and allow important information, such as inventory management, to scroll across the phone or screen.
• Connect with online sources for reference information, such as stock prices, weather temperatures, currency valuations, and more.
• Set up call management features that provide special handling for important calls, such as follow-me routing to forward calls to another number. It can also be set up to route calls from unknown callers (or any designated callers) directly into voice mail.

Create Your Own Customized Telephone System Feature
FeatureFlex also opens the door to third-party application development, enabling software developers, telecommunications dealers, VARs, and systems integrators to create customized solutions for individual vertical markets and others.