Information Systems:Toshiba Digital Phone System

How-to's

Resetting a voicemail passcode

1. Press 100 to dial the voicemail inbox
2. Press 111# This can actually be any string of numbers, followed by the pound key. This is to deliberately enter a wrong passcode so that the system brings you one menu-level up and asks you which mailbox you want to access.
3. Press 999# This is the system administrator extension.
4. Press 000# This is the system administrator passcode.
5. Press 8 This is the system administration menu.
6. Press 4 This is the option to manage User IDs.
7. Enter the extension, followed by #
8. 5 to reset

The default passcode after a reset is Ext# + '000'.

Changing the company voicemail greeting

The main greeting for the phone system needs to be changed for the following events

• 1 Normal day greeting
• 2 Normal night greeting
• 3 Stat holidays
• 4 Weather closure of the Richmond warehouse and office
• 5 Christmas lunch
• 6 Staff appreciation lunch
• 7 Empty

The following are the steps needed to change the main phone greeting

1. Go to the desk phone at the receptionist desk
2. Get MonicaK to log out of the ACD queue
3. Press 100
4. Press #* ( pound star )
5. Press 991#
6. Press 000#
7. Press 3
8. Press 1
9. Choose a greeting from above and press the number that corresponds to the greeting you want ( 1 or 2 or 3 or 4 or 5 or 6 )
10. Press 1 to listen to the greeting to make sure it is correct
11. Press 9 to save any changes
12. Hang up

All the greetings have been pre-recorded and DO NOT need to be re-recorded. Test that the correct greeting is playing by calling 604-270-9745 and 1-800-6665-9776 from a cell phone.

How to re-map extensions

Tags: "move phone", "move extensions", "swap extensions", "change extensions"

It is first useful to know that extensions are assigned to system ports, which in turn each correlate to an outlet jack. Thus each jack is uniquely identifiable by a number known as "PDN Equipment No.". This is field 01 in the settings page for a given extension, as pictured on the right.

PDN Equipment No. field

The following outlines the steps required to swap extensions, but also applies to adding and deleting extensions.

1. Log in to eManager here: Toshiba eManager Username/Password - administrator/NewVisionIT. Use IE, as this page launches a pop-up window which is blocked with other browsers. (Note, if you click this link, it will close this window. A better way to get to the page is to copy and paste the following in a new window: http://stewie.unipharm.local/emanager/)
2. Click on Connect to System, select ours (there's only one). Use Non-Strata Net mode and connect.
3. Under the Station tab, go to Station Assignments.
4. The list on the right represents all currently assigned extensions.
5. Important: Since you cannot assign an extension to a port currently assigned to another extension, you will have to delete one of the extensions first.
6. For the two extensions you want to swap, click on them in the list and note field 01. Write this down along with the extension number for the extensions to be swapped.
7. Delete one of the extensions using the 'Delete' button along the bottom of the window. Enter the extension as the "Index" you wish to delete.
8. Click into the other extension, and enter the now vacant port number in the PDN. Equipment No. field.
9. Add the other extension back using the Create button along the bottom of the window.
10. Leave the selection at Prg 200 and enter the new extension number.
11. Enter the desired port number in field 01.
12. Because this extension is a new creation, remember to restore field 09, Name to display.
13. Hit Submit.

Plantronics CS55 Headset

Plantronics CS55 Manual

Telus PRI

The land line telephone circuit for uniPHARM comes from Telus. The circuit name is SS1RN102732-1. The PRI has either 23 or 24 channels. The PRI end point is physically in the electrical room on the 1st floor and feeds into the Toshiba PBX. Some, but not all of the 10 digit analog phone numbers attached to the PRI are as follows

• 6042449721 Server Room
• 6042701170 Building Alarm
• 6042702874 VSIfax
• 6042708034 VSIfax
• 6042702884 Angela Chan Fax
• 6042709745 Main local number
• 18006659776 Main toll free number

Other 10 digit numbers being used for fax lines are probably DIDs attached to extensions on the PBX. The numbers listed above are real analog lines attached to the PRI.

Accessing your voicemail from an outside number

• Call your number.
• Press * when you hear your greeting.
• Enter your extension.
• Enter your security code.

After Hours Call Routing

The following is the order of events that are programmed into our phone system to handle what happens when a pharmacy calls uniPHARM after 4:30PM. At 4:30PM, the phone system automatically routes calls from outside the building, from Customer Service to the warehouse supervisors. Outside calls will ring the following extensions - 275 247 248 249 290 287 254 231 245. When those extensions ring anyone can answer the phone and handle the shareholder or customer. When those extensions ring and nobody answers, the outside call will go to the general message voicemail and instructions are below to get to that. At 11:59PM each weekday except Friday, the phone system will automatically switch outside calls back to Customer Service. On Friday nights, outside calls will continue to be routed to the warehouse extensions because warehouse staff are answering the phones on Sunday.

• "Thank you for calling uniPHARM Wholesale Drugs. Please leave your name, phone number and which pharmacy you are calling from and Customer Service will call you back as soon as possible."

Below are the steps that need to be given to the warehouse supervisors in order for them to retrieve messages left by after hours callers. Remember that this is a completely different voicemail box from each person's own personal voicemail. The supervisors will not be able to tell if there is a message to listen to because there is no indicator light on their desk phones for the general message voicemail box. The IS department recommends that DC supervisors check for messages left on the general message voicemail box at or near cutoff times after 4:30PM.

1. Go to any desk phone in the DC or office area
2. Press 100
3. Press # *
4. 150 #
5. 000 #

From there you can listen to the message and then either delete it or not delete it. If the message is NOT deleted, then Customer Service will be able to listen to that message the next morning. This is either useful or not useful depending on the what the customer wants. Hopefully all this clears up a lot of confusion in regards to how the phones work after 4:30PM. I do understand that this is a bit complicated and not as easy to use as it could be so please try and monitor things as best as you can. I do encourage you to call after hours and verify that everything is as described. If it is not please let me know. If a manager decides that the Customer Service call queue needs to remain active past 4:30PM, they need to press the NIGHT button on the phone at the receptionist desk and then 1 on the number pad. This delays the automatic shifting of outside calls to the DC. The "delay" can then be cancelled by again pressing the NIGHT button on the same phone and then 3 on the number pad. The IS department also strongly recommends that CS staff make sure that they are logged out of the call queue at the end of each work day. If someone is still logged into the call queue after 4:30PM or later, the outside caller will wait in line forever instead of being routed to a warehouse extension.

• Q: What is the wording of the voicemail greeting played after 4:30PM?
• A: Thank you for calling uniPHARM Wholesale Drugs please leave your name and phone number and which pharmacy you are calling from. We will call you back as soon as possible.

• Q: How many rings to get to voicemail?
• A: 6

• Q: Where is the blinking message light that shows up when a voicemail is left by an outside caller?
• A: The blinking message light only blinks on Customer Service phones and NOT on any DC extensions

• Q: Can the DC staff listen to voicemail messages left after 4:30PM?
• A: Yes but only if they pretend to be a CS person and login to a CS extension (200, 213, 229, 202, 219) in the same manner that a CS person would if they were doing CS work.

• Q: What happens when an outside caller is speaking to Gordon (for example) and a second outside caller needs to speak to someone?
• A: The second call(er) will ring all the same DC extensions just like the first and the person already on the first call hears a beep on their cordless phone. The second caller can either be picked up by a different person or wait 6 rings to go to voicemail.

• Q: Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?
• A: No

Music On Hold And Background Music

The music on hold is provided by a radio in the electrical room that outputs along a wire that goes to the PBX. The same music can be used as background sound that plays from the deskphone's speaker when not on a call. The secret code to turn on BGM is #49001 and the code to turn it off is #491. The Toshiba PBX can only use 1 music input at a time and while it does not have to be a radio, it does need to go through a receiver because the wire going to the PBX is analog speaker cable.

As of October 27, 2017 the music on hold has been changed. There is an iPad using wifi that streams music through a small silver metal receiver. The iPad is plugged into power so that the battery doesn't drain. This is a temporary measure to fix the bad radio signal the much older black receiver was getting for radio music on hold.

Quarterly Reboots Of The Stewie Server

Refer to the instructions in the next section, it is perhaps a more elegant way to address this issue.

The Stewie server houses the ACD software that controls the Customer Service call queue. When staff in Customer Service report very low call volumes or voicemails from outside callers saying that the phones just ring and ring forever, this is an indicator that Stewie needs to be rebooted because god forbad the Toshiba software from having long uptimes. The easiest way to reboot Stewie is from the screen console in the server room or by using the IMM. Remote desktop will complicate the reboot because the Toshiba software requires an Administrative user be automatically logged in after a reboot or the software does not start. Do not use Remote Desktop on Stewie because of the auto-login configuration and this is why out of band or console access is needed to reboot Stewie. The amount of time between reboots is variable but is roughly quarterly. Stewie does not need to be rebooted once per month.

DarrenF put in a scheduled task in Windows on the Stewie server to automatically reboot the OS every Saturday morning at 7AM to automate the above need to periodically reboot this server. This was done starting August 12, 2018. A weekly reboot may seem excessive but it is a temporary measure until the Toshiba phone system is replaced - just like the iPad for on-hold music is a temporary measure. Saturday morning is a good time to reboot because nobody should be in the building using a phone and this also does not conflict with WindowsUpdates which reboot the server (when applied) on Sunday mornings.

Fixing ACD call queue hangs

Customer Service may report dropped calls for either customers waiting in the call queue or just in general. This usually hints at the voice ports (of which there are 2) having hung up on the ACD server. This is evident when you look at the server (go to the actual server room and look at the console, since it's already logged in. Do not RDP into the machine).Sit at the console against the back wall where the white keyboard is and press ctrl to bring up the server list. There should be a pop-up window alerting that the voice port(s) has stopped responding.

The fix:

• X-out of the pop-up/window, accepting the prompt to force-close the program if necessary.
• Back in the Netserver window, click into VA_Host (the last service), and click File-->Exit. VA_Host should no longer be displayed in the list of running services within the Netserver window.
• Press Start (Windows), and click Voice Assistant.
• Click into VA_Host and verify that the 2 ports are now in 'IDLE' status.

Alternatively, you can reboot the entire server.

IS Helpdesk (or x201) Voicemail

If DarrenF gets hit by a bus the voicemail password for x201 is 1234. Hopefully it wasn't a speeding Greyhound instead of a slower moving Transit Flyer. Greyhound probably doesn't pay out insurance like CMBC does.