Features and Benefits
CTX670 Digital Business Telephone System

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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.

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Call Center Capabilities

• From automated call processing to specialized reports, Strata CTX670 provides all the tools you need to effectively manage your call center. With its server-based Automatic Call Distribution (ACD) features, the Strata CTX670 system lets you effectively allocate inbound calls among your call-handling agents. Strata CTX670’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.

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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 CTX670 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 CTX670 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.

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Seamlessly Integrate Remote Employees
Into Your Main System

• Remote Expansion Cabinets
Expansion cabinets can be remotely located from the base cabinet, connected by fiber optic cables, to meet the needs of a distributed application. Configuration flexibility enables you to spread your system over a wider area.

• Remote Branch Office Extensions
The MCK EXTender enables groups of remote workers to have digital telephone extensions from the main location’s Strata CTX670 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 CTX670 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.

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Multiple System Networking Brings
All Your Offices Together

• Toshiba designed and engineered world-class networking capabilities into the Strata CTX670. 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 CTX670 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 CTX670 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 CTX670 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.

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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.

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Computer Telephony Integration (CTI)*

• Industry Standard CTI
Strata CTX systems fully support TAPI—the industry-standard method of desktop Computer Telephony Integration, enabling you to enjoy the full range of advanced CTI benefits.

• Desktop CTI Link
Call information relative to a particular digital telephone can be passed to a desktop PC via a USB connection to the telephone. Various TAPI applications can be accomplished using commercially available PIM application software such as ACT!™ or GoldMine™. Toshiba StrataLink middleware greatly enhances the use of the basic TAPI interface, allowing you to customize the call-control functions of your PC application with many value-added capabilities.

• System CTI Link
Strata CTX670 also supports CTI applications through an industry-standard Computer Supported Telephony Application (CSTA) open architecture interface (OAI) link that connects a PC application server to the Strata CTX670 via an Ethernet LAN connection. This provides call control functionality and telephone support for advanced Call Center, IVR, CRM, and other applications. A Software Developers Kit (SDK) will be available for outside vendors to make their applications work in an “open architecture.” The SDK contains a CSTA to TAPI Telephony Service Provider Interface (TSPI) for third party TAPI applications.

• Caller ID Applications
The most popular CTI applications involve Caller ID and automatic caller information retrieval from a database. When the phone rings, the telephone’s LCD displays the caller’s telephone number, and the TAPI PC application displays the caller’s file. This saves time and enables you to provide fast, accurate, personalized service to callers.

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Voice Over Internet Protocol (VoIP)*

• Cost-effective VoIP Applications
Toshiba Strata CTX telephone systems integrate with voice over IP telephony gateway products that provide service-enhancing and cost-effective applications for customers with multiple offices. You benefit from much greater call center effectiveness, improved customer service, and office-to-office toll bypass calling that saves substantial cost.

• Toll Bypass
Voice and fax traffic between a main office and branch office, normally routed through the public switched telephone toll network, is instead carried via the Internet or a private intranet. Cost savings result from eliminating long distance toll charges between these locations, especially for international calls.

• IP Call Center
One of the major expenses of a call center is the cost of incoming 800 lines. The VoIP telephony gateway solution can produce substantial savings by reducing incoming calls on 800 lines. You can set up local point of presence (POP) locations enabling geographically dispersed customers to dial a local access number and access the gateway. The VoIP system routes these calls via a private IP network and/or the public Internet to the call center, instead of dialing a central 800 number. As a result, these incoming calls become local calls for customers, preventing your company from incurring 800 toll charges for these calls.

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Features That Make Your System Easy To Use

• LCD Feature Prompting with Soft Key Operation
Provides easy-to-follow instructions and eliminates need for station users to remember access codes or operational sequences for commonly used features.

• User Programmable Feature Buttons
Users can program their own buttons to automatically perform a sequence of feature operations at the touch of just one button.

• Auto Busy Redial
Allows station users to automatically have their telephone redial a busy outside number up to 15 times.

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Features That Save You Money

• Modular Growth and Expansion
Allows system expansion in a building-block process. You simply add features and components as needed. Plus, telephones are compatible throughout the entire Strata product line.

• Least Cost Routing
Directs each outgoing call using the least costly line or common carrier connected to your telephone system, reducing the cost of long distance calls.

• Toll Restriction
Enables you to control employee access to long-distance calling. You can limit designated station users to making only toll calls that are necessary for their job performance.

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Features That Provide
Efficient System Administration

• Station Relocation
Enables any telephone to maintain its unique feature characteristics when it is moved from one location to another. The system administrator controls this feature using CTX WinAdmin, assuring that station users can move telephones and extensions only when authorized. All telephone button assignments, directory numbers (DNs), and attributes are assigned and stored in the database by extension number. If the telephone is moved to another location, all these attributes remain. The system administrator only needs to reassign a new port number in the database.

• Easy System Programming
CTX WinAdmin software runs on your PC, making system programming and administration fast and easy. CTX WinAdmin provides full programming for technicians and system administrator level programming for end users.

• Remote Maintenance
Allows off-site service personnel to alter system programming and test hardware from remote locations.

• System Fault Finding and Alarm Indication
Lets your system administrator or attendant console operator know when the system experiences a malfunction. These conditions can be detected, alerted, logged, and traced. Strata CTX670 includes many useful diagnostic tools:

• Alarm Indication of System Faults: Visual Alarms are presented to CTX WinAdmin and Attendant Console.

• SmartMedia Card: This is a removable memory card that is commercially available in retail stores. It is the same as SmartMedia cards used in digital cameras, MP3 players, etc. The Strata CTX uses the SmarMedia card to store all error and trace logs, the system operating software, and the customer database. The SmartMedia card is inserted into a socket on the CTX processor. The CTX processor creates and labels files onto the card for all maintenance functions. These files can be moved, copied,or e-mailed using PCs equipped with a SmartMedia card adapter.

• Fault Detection and Error Logs: The Strata CTX670 detects and logs abnormalities encountered during operation. These error logs are stored in the SmartMedia card system memory and are monitored by CTX WinAdmin. Examples are trunk failure detection and auto busy-out plus error log; digital telephone port failure detection and auto busy-out plus error log; processor error log of SmartMedia and Flash memory; expansion cabinet power supply failure alarm and error log; and SMDI, SMDR, and CSTA error detection recorded to an admin log.

• Event and System Administration Logs: Activities such as station buttons pushed or CO lines accessed are stored in an Event Log. All system administration user actions are also logged. You can access both logs any time.

• Automatic Fault Recovery: The system can automatically correct certain conditions detected during operation. This enables the system to continue operating normally without requiring immediate correction.

• System Trace: The system records key strokes and other high-level events, and presents the data in a simple format that helps the field technician perform troubleshooting. The system also records more detailed data to assist software support engineers.

• Manual Test: The maintenance technician can perform certain test functions using CTX WinAdmin to determine proper operation of the system.

• Backup/Restore: The customer database can be backed up and restored using the SmartMedia card. The customer database is a file that can be stored on the SmartMedia card, transferred to the PC hard drive, e-mailed, etc.

• Maintenance and Administration via LAN: The CTX WinAdmin terminal can be connected to the Strata CTX670 via your local area network (LAN) as well as remotely via modem over the public network. The CTX670 processor comes standard with a LAN port and a built-in modem.

• Software Upgrade: The Strata CTX operating software can be upgraded using the SmartMedia card or by downloading it from a remote location. The operating software is a file that can be stored on the SmartMedia card, transferred to the PC hard drive, e-mailed, etc.

• Verified Account Codes
Assures accurate allocation of long-distance costs, which simplifies client billing and bookkeeping.

• Station Message Detail Recording
Call records provide the information and management control you need for outgoing and incoming calls. This helps you determine cost-saving strategies.

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Features That Provide Reliability
and Peak Performance

• The Strata CTX670 system includes Toshiba engineering innovations that provide superior reliability compared to similar-sized systems, assuring top performance day in and day out.

• Large Scale Integration (LSI) technology makes circuit design compact and efficient. Toshiba proprietary gate arrays save vast amounts of space by using the latest LSI technology. More circuitry fits onto smaller circuit cards for a more compact design, minimizing AC power requirements and generating less heat. This maximizes product life and reliability.

• Strict design standards are used by Toshiba engineers. Components are selected only after they are thoroughly evaluated for performance in high temperatures and other severe conditions affecting reliability. Before manufacturing, all equipment undergoes a series of proprietary tests that analyze environmental, EMI, electrostatic, and stress factors.

• Built-in power surge protection is provided by the Strata CTX670’s switching-type regulated power supply that provides line filtering and is protected by circuit breakers that can be reset. This design assures that the Strata CTX670 has one of the most reliable power supplies available. As a precaution, Toshiba also recommends the use of external primary power surge protectors, especially in areas where lightning often occurs.

• Built-in gas tubes on ground and loop start CO line cards help provide secondary protection of each circuit from lightning and other power surges.

• Stored program control keeps all programming, option settings, and customer database information in Random Access Memory (RAM). A lithium battery in the CPU, with a life span of at least six years, preserves RAM when AC power is unavailable. There is no volatile memory loss and no need for external memory storage components.

• Since there are no moving parts, stored program control data is much safer and the Strata CTX670 system is much more reliable than systems using disk drives to store data. The absence of moving parts also reduces heat generation, resulting in longer life and greater reliability.

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Keep Your System Operating
Even During A Power Outage

• Battery Backup enables two or four 12-volt gel-cell, maintenance-free batteries to be connected to system power supplies. If AC power fails, the Strata system automatically switches to battery power without any interruption in operation. Calls in progress are not interrupted. The Strata CTX670 system power supply is standard-equipped with a battery charger and the batteries continuously trickle charge to capacity while electrical power is present. Battery operation duration depends on the condition and ampere hour rating of the batteries, system load, and the number of batteries connected. However, the minimum battery operation time would be several hours, providing plenty of time to restore commercial power.

• Power Failure Transfer enables the Strata CTX670 to immediately switch CO lines directly to dedicated standard telephones for incoming and outgoing calls if a system power failure occurs. The transfer is automatic, with no manual transfer procedure required. During normal operation with AC power, the Power Failure-designated telephones function with all the same Strata CTX670 features available to standard telephones.

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New Technology Design Protects
You From Obsolescence

• The Toshiba Strata CTX670 represents state-of-the-art technology at its best. Strata CTX670 is designed using the latest technology to provide configuration flexibility and optimum operation.

• The Strata CTX670 uses a high-speed 32-bit RISC processor, DRAM working memory, SRAM with lithium battery for back-up memory, and SmartMedia flash program memory.

• The SmartMedia flash card stores program memory and makes it easy to download memory as well as upload program memory. Better yet, it makes future software upgrades easy without replacing memory chip hardware.

• The system’s new architecture takes advantage of a high-speed backplane that provides faster I/O functions and greater port density in a compact, cost-effective, modular design.

• The Strata CTX670 software is written using the latest software development programming tools to optimize operational efficiency and make future enhancements easier.

• Robust multi-system networking capabilities are provided using QSIG call control standards.

• Feature options are software controlled and do not require additional DSP hardware to allocate feature resources. Other systems’ “new” technology is old compared to Strata CTX670.

• Digital PAD technology is used to equalize the differing transmission levels between internal and external devices. This is especially useful for multi-party conference calls. All adjustments are controlled by system programming. No additional hardware is required.

• The processor has a built-in NIC port for a 10-base T LAN connection of Computer Supported Telephony Application (CSTA) applications. This provides extensive call control and telephone support for CTI applications. The built-in NIC port also makes the Strata CTX670 Internet enabled.

• Strata CTX670 supports remote telephones through IP networks using the MCK branch extender and IP extender products.

• Strata CTX670 supports today’s high-demand trunk interfaces using VoIP and ISDN technology.

• With all these innovations, the Strata CTX670 new architecture represents a new generation of digital business telephone systems.