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CONTENTS

CALLER IDENTIFICATION

AUTOMATIC NUMBER IDENTIFICATION (ANI)

With ANI service display keyset users can see the telephone number of the calling
party. This service is only available from a long distance telephone company over a
digital trunk. A name can be associated with a specific ANI number in the CID/ANI
translation table. ANI numbers and names can be used with the following caller
identification features as noted.

CALLER ID

The Caller ID feature requires that optional hardware be installed in the DCS 400si
System. In addition, Caller ID service must be provided by your local telephone
company. The availability of the calling party name or number depends on the type
of CID service offered by your local telephone company. The Caller ID feature is
dependent on having an LCD keyset to show the name or number in the top line of
the display. Caller ID names and numbers can be used with the following identifica-
tion features as noted.

NAME/NUMBER DISPLAY

Each LCD keyset user can decide if he/she wants to see the CID name or CID/ANI
number in the display. Regardless of which one is selected to be seen first, the
NND key is pressed to view the other pieces of CID or ANI information.

NEXT CALL

In the event that you have a call waiting or a camped-on call at your keyset, you can
press the NEXT key to display the Caller ID or ANI information associated with this
next call in queue at your station. Either the CID name or CID/ANI number will show
in the display depending on your N/N selection.

SAVE CID/ANI NUMBER

At any time during an incoming call that provides CID/ANI information, you may
press the SAVE key. This saves the CID or ANI number in the Save Number fea-
ture. Pressing the SAVE number redial key will dial the CID/ANI number. The sys-
tem must be using Least Cost Routing (LCR) to save and dial saved number.

STORE CID/ANI NUMBER

At any time during an incoming call that provides CID or ANI information, you may
press the STORE key. This saves the CID/ANI number as a speed dial number in
your personal speed dial list. The system must be using LCR to dial the stored
number.

INQUIRE PARK/HOLD

Having been informed that an incoming call is on hold or has been parked, you may
view the Caller ID or ANI information before you retrieve the call. This may influ-
ence how you choose to handle the call.

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Summary of Contents for DCS 400SI

Page 1: ...CONTENTS ...

Page 2: ...in this guide Any questions concerning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA INC 2700 NW 87th Avenue Miami FL 33172 telephone 305 592 2900 SAMSUNG TELECOMMUNICATIONS AMERICA INC disclaims all liabilities for damages arising from the erroneous interpretation or use of information presented in this guide ...

Page 3: ...thout prior notice to make changes in design or components of equipment as engineering and manufacturing may warrant Copyright 1999 Samsung Telecommunications America Inc All rights reserved No part of this manual may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval systems without express written permission...

Page 4: ...NS 3 4 3 7 RESERVE POWER DURATION ESTIMATES 3 4 3 8 SYSTEM CALL CAPACITY 3 5 4 FEATURES 4 1 SYSTEM FEATURES DESCRIPTIONS 4 1 2 4 2 STATION FEATURES DESCRIPTIONS 4 2 1 4 3 DISPLAY FEATURES DESCRIPTIONS 4 3 1 4 4 SAMPLE SMDR PRINTOUT WITHOUT CALLER ID 4 4 1 4 5 SAMPLE SMDR PRINTOUT WITH CALLER ID AND CALL COST 4 5 1 4 6 SAMPLE UCD REPORT 4 6 1 4 7 UCD CALL STATISTICS OVERVIEW 4 7 1 4 8 UCD AGENT STA...

Page 5: ...1 1 DCS 400si GENERAL SYSTEM DIAGRAM CONTENTS ...

Page 6: ...elephones Most interface cards can be inserted or removed with power on to eliminate unnecessary service interruptions while performing maintenance All DCS 400si keysets utilize a single PCB with surface mounted components assuring the highest product quality and long life Samsung s customary large easy to read dis plays and LEDs design make them much easier to use In many instances sophisticated ...

Page 7: ...ot Expansion Control Processor slot 20 Universal Card slots 4 Power Supply slots Power distribution board AC DC power cables Top front and side covers 2 16 Circuit Power Failure Trans fer board optional Ring Generator and Message Waiting Lamp Supply optional FIGURE 1 1 FIGURE 1 2 s t r o P l a t o T s t e s y e K B 2 3 d n a M O A n o t t u B 4 6 e l u d o M T L S g o l a n A s k n u r T I R P 1 T...

Page 8: ...tallation Section for provisioning details MEMORY The DCS 400si system is a Stored Program Control SPC multiprocessor system The main system program and operating system OS are stored in four EPROM Erasable Programmable Read Only Memory chips totaling 2 048 kilobytes of memory These four EPROMs plug into sockets on the DROMD daughterboard which plugs onto the DCCP main processor board Please see s...

Page 9: ...three levels of programming TECHNICIAN CUSTOMER AND STA TION The technician level has access to all programs and can allow the customer access to system programs as needed Technician and customer access are controlled by differ ent security passcodes and access procedures Station programming allows the individual station user to set various options applicable to their station only Keyset users hav...

Page 10: ...are provided for the Common Control Processor DCCP and two 2 power con verter units see Figure 2 1 An optional single line ring generator with message waiting lamp supply can be installed in the left side of the cabinet The right side of the cabinet provides space for an optional 16 circuit power failure transfer card and functions as a cable channel for 25 pair amphenol cables to the MDF 2 2 EXPA...

Page 11: ...L PROCESSOR DECP To expand the DCS 400si to more than a single cabinet system the expansion control processor card is required in the second cabinet The DECP processor communicates via a high level data link control HDLC to the DCCP The special HDLC cable connects the DCCP to the DECP The DECP can have one of two types of daughterboards installed on it to increase the systems DSP resources for sta...

Page 12: ...rcuits The nine LEDs on the front of the card provide ISDN Layer 2 protocol activity indications per BRI circuit and one busy idle LED The DCS 400si supports 20 BRI S T station or trunk interface cards It can be inserted in any universal slot Each D8BRI uses 16 ports 24 DIGITAL LINE INTERFACE D24DL The digital line interface card provides service to all DCS keysets 32 button AOM serial interface m...

Page 13: ...onnected to a DLI card that set for optioned for 2B D operation so it can use the second B channel The KDb SLI can not be installed in the 7B keyset NOTE The circuitry on a KDb SLI does not provide a physical loop open disconnect signal or have the overvoltage protection necessary for OPX operation AUTO ATTENDANT UCD DAAUP This optional card can be used for either the Automated Attendant Uniform C...

Page 14: ...erefore each D24DL counts as 24 power units The following interface cards use 48 VDC and count towards the total required power units 1 D24DL 1B D 24 power units 2 D24DL 2B D 48 power units 3 D24SL 24 power units 4 D16SL 16 power units 5 8UTRK 8 power units Other types of interface cards do not use 48 VDC from the system supply so they should not be counted 2 6 SYSTEM DAUGHTERBOARDS DROMD DAUGHTER...

Page 15: ...4SWD daughterboard to expand the system switch ing matrix from 256 ports to 512 ports However adding this daughterboard also adds 16 DTMF receiver resources and a gain loss controllable conference package to the system which allows the system to provide a higher quality conference arrangement for 4 and 5 party conference calls Now it is possible to provide the D4SWD daughterboard to the DCCP simpl...

Page 16: ...d 9 pin RS232 serial port i e in addition to the on board 9 pin RS232 port on the DCCP The DSIOD 9 pin connector 2 on the DCCP has a maximum data speed of 38400 bps DRAD DAUGHTERBOARD The DCS 400si 2 channel DRAD Data Rate Adapter daughterboard mounts on the DCCP card and allows for the use of 2 Serial Interface Modules SIMs on the DCS 400si system There are no options to select on this daughterbo...

Page 17: ...s for digital control of speaker handset and ringer volumes l Eight selectable ring tones l Desk or wall mounted l Available in almond or charcoal STD 24B Keyset see Figures 2 5 and 2 6 l Built in speakerphone l 24 programmable keys 16 with tri colored LEDs l Four fixed function keys l UP DOWN buttons for digital control of speaker handset and ringer volumes l Eight selectable ring tones l Desk or...

Page 18: ...a scroll key l Built in speakerphone l 12 programmable keys six with tri colored LEDs l Four fixed function keys l UP DOWN buttons for digital control of speaker handset and ringer volumes l Eight selectable ring tones l Desk or wall mounted l Available in almond or charcoal FIGURE 2 5 FIGURE 2 6 FIGURE 2 7 FIGURE 2 8 ...

Page 19: ...of speaker handset and ringer volumes Eight selectable ring tones Desk or wall mounted Available in almond or charcoal 7 Button Model Keyset see Figures 2 11 and 2 12 7 programmable keys Three fixed function keys UP DOWN buttons for digital control of speaker and ringer volumes Eight selectable ring tones Desk or wall mounted Available in almond or charcoal FIGURE 2 9 FIGURE 2 10 FIGURE 2 11 ...

Page 20: ... digital control of speaker and ringer volumes Available in almond or charcoal One to four can be assigned to any DCS keyset to provide executive off hook voice announce and additional programmable keys see Figure 2 15 Can operate as a stand alone handsfree telephone unit Includes ringer microphone and speaker FIGURE 2 12 FIGURE 2 13 FIGURE 2 14 ...

Page 21: ...12 64 Button Module see Figures 2 16 64 programmable keys with red LEDs Available in almond or charcoal One to four can be assigned to any DCS keyset to provide additional programmable keys FIGURE 2 15 FIGURE 2 16 ...

Page 22: ...or or as a room monitoring box Provides contact control to be used with cus tomer provided electric door lock Door phone is wall mounted Door phone is weather resistant Serial Interface Module SIM See Figure 2 19 Provides an RS232 connection required for SMDR PCMMC TSAPI TAPI 2 1 UCD Reports and Traffic Reports Connects to any DLI circuit Maximum of 2 per system requires optional DRAD board on DCC...

Page 23: ...CONTENTS 2 14 FIGURE 2 19 FIGURE 2 20 Computer Telephony Module CTM See Figure 2 20 Provides RS232 connection via DB9 to a PC for TAPI applications Connects to any DLI port and any DCS keyset ...

Page 24: ...T 5 VOLTS 4 5 AMPS MAX 5 VOLTS 0 5 AMPS MAX 56 VOLTS 48 NOMINAL 1 5 AMPS MAXIMUM DC BATTERY CHARGING 56 VOLTS 0 4 AMPS MAXIMUM CURRENT FUSE RATING 4 AMPS 250V 3 2 DIMENSIONS AND WEIGHTS HEIGHT WIDTH DEPTH WEIGHT DCS 400si SYSTEM MAIN CABINET 18 23 14 33 lb EXPANDED SYSTEM TWO CABINETS 36 23 14 67 5 lb 12 24 BUTTON DIGITAL KEYSET 4 25 8 50 9 2 563 lb 7 BUTTON DIGITAL KEYSET 6 9 4 25 2 563 lb 32 BTN...

Page 25: ... 1 PR TWISTED 24 1300 400 This is the maximum distance a door phone can be from the DPIM The DPIM can be up to 900 cable feet from the KSU The total distance must not exceed 1230 feet 3 5 SYSTEM TONES TONE FREQUENCIES CADENCE DIAL TONE 350 440 Hz CONTINUOUS RINGBACK TONE 440 480 Hz 1 sec on 3 sec off DID RINGBACK TONE 440 480 Hz 2 sec on 4 sec off BUSY TONE 480 620 Hz 0 5 sec on 0 5 sec off DND NO...

Page 26: ...owed by dial tone indicate you have correctly set or canceled a system feature Error Tone A distinctive two level beeping tone indicates you have done something incorrectly Try again RINGBACK TONE 1000 ms ON 3000 ms OFF BUSY TONE 500 ms ON 500 ms OFF DND NO MORE CALLS TONE 250 ms ON 250 ms OFF TRANSFER CONF TONE 100 ms ON 100 ms OFF CONFIRMATION TONE 50 ms ON 50 ms OFF ERROR TONE 50 ms of tone 1 5...

Page 27: ...ATOR CALLS RED 100 ms 100 ms ANS RLS DND RED 112 IPM for 500 ms 500 ms ANS RLS HDSET MODE RED STEADY TRSF FORWARD ALL RED STEADY Overrides headset mode 3 7 RESERVE POWER DURATION ESTIMATES in minutes UPS CAPACITY IN VOLT AMPS VA 250 400 450 600 900 1250 2000 1 1 5 13 24 31 47 75 180 1 2 8 10 24 40 70 2 2 8 10 24 40 70 2 3 13 22 35 2 4 10 13 25 These are approximate values based on average UPS run ...

Page 28: ...CONTENTS 3 8 SYSTEM CALL CAPACITY BHCA 4 000 3 5 ...

Page 29: ...ng 6 Plans Automatic Manual Holiday Schedule Ground Start Trunks T1 Copper Hot Line In Group Out of Group Incoming Call Distribution Incoming Outgoing Service Individual Line Control ISDN Service PRI BRI Station or Trunk Least Cost Routing Live System Programming From any Display Keyset With a Personal Computer Meet Me Page and Answer Memory Protection Message Waiting Indications Microphone On Off...

Page 30: ...aling the All Page code Keysets may be restricted from making or receiving pages in system programming A maximum of 99 keysets can be programmed to receive page announcements ATTENTION TONE To get your attention a brief tone precedes all page announcements and intercom voice calls There are separate programmable duration timers for page and voice announce tones AUTHORIZATION CODES Authorization co...

Page 31: ...TRSF CONFERENCE PAGE or a DSS key always automatically places a C O call on hold Intercom calls can be automatically held only by pressing TRSF or CONFERENCE Each keyset user can enable or disable Automatic Hold BACKGROUND MUSIC Keyset users may choose to hear music through their keyset speakers when op tional external sources are installed Each user may adjust this level by the use of a volume co...

Page 32: ... display Regardless of which one is selected to be seen first the NND key is pressed to view the other pieces of CID or ANI information NEXT CALL In the event that you have a call waiting or a camped on call at your keyset you can press the NEXT key to display the Caller ID or ANI information associated with this next call in queue at your station Either the CID name or CID ANI number will show in...

Page 33: ...een the CID name CID or ANI number and the date and time the call came in The system must be using LCR to dial numbers from the abandon call list CID ANI ON SMDR The Station Message Detail Records report can be set to include CID ANI name and CID ANI number for incoming calls This format expands the printout to 113 characters Use a wide carriage printer or an 80 column printer set for condensed pr...

Page 34: ...llows calls directed to a station in Do Not Disturb or One Time Do Not Disturb to forward immediately to another destination FOLLOW ME This feature allows the user to forward all calls from another station to the user s station or change the forward destination to the user s current location EXTERNAL This feature forwards C O calls to an external number via a central office trunk if allowed by cla...

Page 35: ...ll automatically There are no extra buttons to press and there is no lost time looking for a free zone CALL PICKUP DIRECTED With directed call pickup users can answer calls ringing at any station by dialing a code plus that station s extension number or by pressing the feature button and then dialing the extension GROUPS 20 In addition calls can be picked up from a station group in a similar manne...

Page 36: ...ximum of 30 station classes of service Each class of service can be customized in memory to allow or deny access to features and to define a station s dialing class Each station can be assigned different classes of service for day and night operation COMMON BELL CONTROL The DCCP card provides two relays to control a customer provided common bell or common audible device These contacts must be prog...

Page 37: ...si system to a com puter TSAPI is a LAN based solution allowing computers to communicate directly to the telephone system over the network system This establishes a logical con nection rather than a physical connection between telephone and computer It elimi nates the cost and administrative overhead of connecting every PC to a desktop phone It emphasizes third party call control Example calls can...

Page 38: ...urn busy signal to the C O or return ringback to the C O When ringback is selected the called station receives off hook ring Multiple DID numbers can ring the same extension or station group and display keysets show a DID directory name when ringing if a name has been programmed DID calls can be assigned to the six ring plan destinations This allows routing of DID calls that have different destina...

Page 39: ...ion all failed attempts to access DISA print on SMDR if provided with a DE DISA error flag DISTINCTIVE RINGING A user knows the type of call received by the type of ring heard Outside calls have a single ring repeated while internal calls have a double ring repeated In addition any trunk or station can be programmed to ring a keyset with a pre defined ring tone 1 8 or a single line port with a pre...

Page 40: ...crophone on and the barged in on station receives an override display A double burst of warning tone sounds and repeats every ten seconds This feature does not work from single line sets WITHOUT WARNING TONE When the barge in without tone option is set the barging in keyset has its micro phone muted and the barged in on station does not receive an override display This feature does not work from s...

Page 41: ...ash is not required setting the timers for two seconds releases the existing call and returns dial tone to make a new call FLEXIBLE NUMBERING System programming allows stations to have two three or four digit extension num bers beginning with the digit 2 or 3 Three digit default extension numbers begin with 201 and four digit defaults begin with 2001 Station group numbers can be three or four digi...

Page 42: ...tside line ISDN SERVICE PRIMARY RATE INTERFACE PRI The DCS 400si supports Primary Rate Interface ISDN PRI allows simultaneous data calls calling party and calling line identification high speed call setup and disconnect are among the benefits if ISDN calling The 23B D configuration of ISDN allows call information to be delivered via the data channel the D of 23B D thus leaving the bearer channels ...

Page 43: ... different security passcodes Program ming from a PC requires the PCMMC program MEET ME PAGE AND ANSWER After a user makes a Meet Me Page the user may remain off hook to allow the paged party to meet the user for a private conversation MEMORY PROTECTION In the event that power is lost to the system all customer data contained in memory is retained by the use of a lithium battery for approximately ...

Page 44: ...here can be only one 1 operator group per tenant OVERFLOW OPERATOR When calls ringing to the operator group go unanswered they can overflow to another destination after a programmed period of time The operator group has its own timer The overflow destination can be a station or station group STATION GROUP When calls ringing a station group go unanswered they can overflow to another destination aft...

Page 45: ...o 1A2 key telephone operation PROGRAMMABLE TIMERS There are over 50 programmable system timers to allow each installation to be customized to best fit the end user s application RECALLS Calls put on hold transferred or camped on to any station will recall to the originat ing station if not answered within a programmable time A recall that goes unan swered for the duration of the attendant recall t...

Page 46: ...wering machines loud bells computer modems cordless phones and credit card machines When connecting customer provided equipment to these extensions compatibility should be checked out before purchase to en sure correct operation Central office ring cadence can be selected for SLT sta tions This is helpful when optional devices cannot detect DCS 400si intercom ring cadence SPEED DIAL NUMBERS 2500 A...

Page 47: ... codes STATION PAIR This feature allows station to be assigned as a pair That is to say a primary and secondary Calling the primary station will make both stations ring Selected fea tures such as Message Notification DND Callback and Class of Service act as one station This is convenient when an individual has two offices or an office ex tension and a cordless extension NOTE Not all system feature...

Page 48: ... or automatic DISA and customer level programming Each tenant is sepa rate No intercom calling between tenants is permitted TOLL RESTRICTION There are 500 allow and 500 deny entries of 11 digits each Each of these entries can apply to dialing classes B C D E F and G Expensive 976 1 900 411 and operator assisted calls as well as specific area and office codes can be allowed or denied on a per class...

Page 49: ...swer them It prevents callers from receiving busy signals or lengthy delays be fore answering Callers reaching a busy station group are held in queue for an available agent First and second announcements reassure the caller until an agent becomes free Up to twenty separate UCD groups can be created Programmable automatic logout removes a station from the group if a call is placed to an unat tended...

Page 50: ...GRATION The 400si system uses DTMF tones inband signaling to communicate with any compatible voice mail system Stations can call forward to a voice mail system When answered the system will send DTMF tones routing the caller directly to the called station user s mailbox Keyset users can press one button to retrieve mes sages from the voice mail system A Voice Mail Transfer key permits keyset users...

Page 51: ...HT INDICATION VOLUME SETTINGS MUTE MICROPHONE HANDSET HANDSET OFF HOOK RINGING BGM OFF HOOK VOICE ANNOUNCE STANDARD RINGING OFF HOOK VOICE ANNOUNCE EXECUTIVE PAGING ONE TIME DO NOT DISTURB SPEAKER ONE TOUCH DIALING KEYS OFF HOOK RING ON HOOK DIALING WALL MOUNTABLE KEYSETS 4 2 STATION FEATURE DESCRIPTIONS ADD ON MODULES 32 AOM The 32 button add on module AOM adds to the capability of any keyset The...

Page 52: ...ay listen to background music The HOLD button turns background music on or off and the volume is controlled by the volume control keys The number of music sources is dependent on the number of Trunk A and Trunk A1 cards installed in the system Chime music is available from the Trunk A1 card BUSY STATION CALLBACK When reaching a busy station callers may request a callback by pressing one button or ...

Page 53: ... pickup feature allows the user to an swer any call ringing within a pickup group Pickup keys may be customized with extenders to allow pickup from a specific station or pickup group The DCS 400si has 20 programmable pickup groups DIRECT STATION SELECTION DSS Programmable keys can be assigned as DSS keys and associated with extension numbers Users press these keys to call or transfer calls to the ...

Page 54: ...of 100 callbacks are allowed system wide at one time including busy station and busy trunk LINE SKIPPING When the user is talking on an outside line and the automatic hold feature is turned off he she may press an idle line key and skip to that line without causing the previous call to go on hold LOUD RINGING INTERFACE The DCCP has 2 relays and the DMAP1 has 4 relays that can be programmed to prov...

Page 55: ...ecutive off hook voice announcement while on another call The called keyset user may reply handsfree without interrupting the call in progress Only keysets with an off hook voice announce button OHVA can off hook voice announce to keysets with AOMs ONE TIME DO NOT DISTURB The Do Not Disturb One Time feature is used to stop all calls to a station when the user is on an outside line and does not wan...

Page 56: ...ized by the system administrator 16 characters maximum NOTE The calling party must have a display keyset to view these messages PROTECTION FROM BARGE IN Each station can be programmed as secure or not secure Secure stations cannot be barged in on A station that is not secure cannot be barged in on when talking to a secure station PULLOUT DIRECTORY TRAY A pullout directory tray is conveniently loca...

Page 57: ...ive intercom calls The phone can automatically answer on the speakerphone voice announce through the speaker or receive ringing When the ring mode is selected keyset users can choose one of eight distinct ring tones Forced Auto Answer is invoked by the calling station and is controlled by the calling station s class of service RINGING PREFERENCE Lifting the handset or pressing the speaker button a...

Page 58: ...ver background music page announcement and off hook ring tone WALL MOUNTABLE KEYSETS Each keyset add on module and 64 button module can be wall mounted by revers ing the base wedge The newest base wedge may not fit all wall mounting sce narios so in these cases the original wall mount base wedge unit should be used 4 2 8 D E K C O L N U 1 D E K C O L G N I O G T U O 2 D E K C O L S L L A C L L A s...

Page 59: ...IDENTIFICATION When a call is made to a station group the display shows CALL FOR GROUP and the user s group number These calls can be answered with a different greet ing than calls to the user s extension number CALL PROCESSING INFORMATION During everyday call handling the keyset display will provide information that is helpful and in some cases invaluable Displays such as CALL FROM 203 TRANS FER ...

Page 60: ...T This feature allows display keyset users to review CID information for calls sent to their stations This list can be from ten to fifty calls in a first in first out basis The list includes calls that were answered and calls that rang the user s station but that were not answered When reviewing this list the user can press one button to dial the person back The system must be using LCR to dial th...

Page 61: ...r case or lower case letters DIAL BY NAME Each station and speed dial number can have an associated directory name Any station or speed dial number can be selected by scrolling alphabetically through a directory list There are three directories 1 System wide speed dial list 2 Personal speed dial list 3 Station directory list This online phone book allows display keyset users to look up and dial an...

Page 62: ...calling station s keyset SOFT KEYS Below the display there are three soft keys and a SCROLL button These keys allow the user to access features in his her class of service without requiring the keyset to have designated feature keys STOPWATCH TIMER Display keyset users find this feature very convenient to time meetings calls and other functions Users simply press once to start the timer and press ...

Page 63: ...ait time how many calls have been received today what the average time in queue is and how many calls were abandoned AGENT SCREEN This allows the supervisor to monitor how many agents are logged in check each agents status IN GROUP OUT OF GROUP or DND view each agents total num ber of calls average call length or average ring time NOTE Accessing this screen will also allow a Supervisor to change t...

Page 64: ... and LCD 24B display model keysets have a large easy to read 32 character liquid crystal display Helpful call processing information is provided so everyday call handling is quick and easy Here are just some of the displays you may see 4 3 6 ...

Page 65: ...a tion DROP the call from the system or examine further NND information This display shows the information on the abandoned call list This call came in on May 25 at 9 41 on line 702 The user can CLEAR the entry DIAL the caller back or examine further NND information A M TALKING TO 203 BARGE DROP 13054264100 TRANSFER FM 201 This display shows a call from 1 305 426 4100 that has been transferred to ...

Page 66: ...ived 124 calls today There are six members in the group Four of the members are currently logged in 202 Sondra STATUS OUT longest wait time is 02 24 The longest call on hold waiting to be answered was for two minutes 24 seconds This data applies to all calls since the supervisor data was last cleared It does not necessarily represent calls currently in queue 06 available 04 logged in 201 average c...

Page 67: ...4 4 1 4 4 SAMPLE SMDR PRINTOUT WITHOUT CALLER ID CONTENTS ...

Page 68: ...4 5 1 4 5 SAMPLE SMDR PRINTOUT WITH CALLER ID AND CALL COST CONTENTS ...

Page 69: ...G ANSWERED CALL TIME TIME 01 210 JOHN 0002 01 55 00 05 02 211 SAM 0001 02 18 00 06 03 208 MIKE 0003 01 22 00 04 04 207 PETER 0001 03 16 00 05 UCD GROUP 531 SUPPORT FROM MON 03 Jan 08 30 TO SUN 02 Jan 02 54 CALL STATISTICS AVERAGE RING TIME TIME TO ANSWER 00 07 NUMBER OF TIMES ALL AGENTS BUSY 00005 AVERAGE TIME IN QUEUE 01 06 TOTAL CALLS RECEIVED 00023 LONGEST QUEUE TIME TODAY 01 02 TOTAL CALLS ABA...

Page 70: ...s the call this does not include ringing at an agent station that does not answer or is logged out because of the ring next option NUMBER OF TIMES ALL AGENTS BUSY This is the number of times that a call is placed to an UCD group and all agents are busy or out of group This check is made when the call is first placed to the group Example If there are 5 members in a group 3 are Out of Group one is b...

Page 71: ... This statistic includes a Calls answered by agent b Calls that are not answered by an agent and go to final destination c Calls that are sent to the UCD group but callers hang up before being answered LONGEST QUEUE TIME TODAY This shows the longest call in queue today The queue time is calculated as fol lows a Queue time begins when a caller starts to hear the first UCD message b Queue time ends ...

Page 72: ...rint on a report STATUS This screen shows the agents name extension number and status The status can be In Group Out of group or in DND Because this statistic is a real time statistic it will not print on a report CALLS ANSWERED TODAY This indicates the total number of calls answered by the agent This does not in clude ring no answer to an agent station If this total number is less than the calls ...

Page 73: ...AGE USED 79 ALL PAGE USED 231 TRUNK GROUPS GROUP OUTGOING BUSY 9 1245 18 800 521 3 801 20 3 802 0 0 INDIVIDUAL TRUNKS TRUNK TRUNK NAME ATTA ANSD NOT ANSD OUTGOING BUSY 701 LOCAL 1 0 737 0 19 12 702 LOCAL 2 0 541 4 26 11 703 LOCAL 3 0 290 1 37 21 STATION HUNT GROUPS OUTSIDE CALL INTERCOM GROUP ANSD NOT ANSD ANSD 500 439 19 61 501 261 37 38 502 40 2 77 503 87 5 162 504 19 1 44 INDIVIDUAL STATIONS OU...

Page 74: ...coming trunk calls to the system These calls are pegged when answered by any device and or station in the system whether it is a new call or a recall 4 INCOMING TRUNK CALLS NOT ANSWERED These are any incoming trunk calls that were not answered by any station or device in the systems These are the same calls that would be flagged as abandoned in SMDR 5 OUTGOING TRUNK CALLS These are all outgoing tr...

Page 75: ... These are any trunk calls that recalled to the operator group 11 INTERNAL PAGE USED Peg count of every time internal page was accessed 12 EXTERNAL PAGE USED Peg count for every time external page was accessed 13 ALL PAGE USED Peg count of every time the all page feature was accessed This does not include internal or external page only 55 3 or PAGE 3 TRUNK GROUPS GROUP OUTGOING BUSY 9 0000 0000 80...

Page 76: ...A is the sum of all answered times divided by the answered call count 4 ANSD This is the number of times this specific trunk was answered by any station or device whether it is a new call or a recall 5 NOT ANSD This is the number of times this specific trunk rang the system but was not answered These are the same calls that would be flagged as abandoned in SMDR 6 OUTGOING This is the number of tim...

Page 77: ...0 205 0000 0000 0000 0000 0000 0000 0000 0000 0000 1 OUTSIDE CALLS These statistics are for outside calls that in any way reach indi vidual stations or devices 2 EXT Listing of all extension numbers in the system This also includes AA VM and CADENCE ports 3 STATION NAME The name for each particular station as programmed in MMC 104 4 ATTA Average Time To Answer for stations is counted in the number...

Page 78: ... picked up by the specific station Picked up calls are calls that are not ringing at your station but were an swered by you This peg count is separate from the number of answered call in 5 of Individual Stations section E 11 INTERCOM Statistics for intercom calls An intercom call made from a station or a station device within the system to another station 12 ANSD This is the number of times an int...

Page 79: ...0 03 14 1999 16 47 00 MJD01 SYNC Failure C2 S2 03 14 1999 16 47 00 MJD02 SYNC Recvry C2 S2 03 16 1999 16 47 00 MNF04 Trunk Fault C1 S08 P03 03 16 1999 16 48 00 MNF05 Trunk Recvry C1 S08 P01 03 16 1999 16 48 00 MNF05 Trunk Recvry C1 S08 P02 03 16 1999 16 48 00 MNF05 Trunk Recvry C1 S08 P03 03 18 1999 16 51 00 MNF01 Card Out C1 S02 03 18 1999 16 51 00 MNF02 Card In C1 S02 03 18 1999 17 04 00 MJC04 R...

Page 80: ...400si electronic telephone system complies with Part 68 of the Federal Commu nications Commission Rules and Regulations On the side of the 400si cover and on the inside left hand side of the each cabinet is a label that contains among other information the FCC registration number and ringer equivalence number REN for the DCS 400si If requested this information must be provided to the telephone com...

Page 81: ...company tariffs TELEPHONE CONNECTION REQUIREMENTS The Federal Communications Commission FCC has established rules which permit the 400si to be connected directly to the telephone network using telephone company net work access jacks usually referred to as Registered Jacks 5 3 TELEPHONE COMPANY INTERFACES CIRCUIT TYPE DCS 400SI FACILITY NETWORK CARD TYPE INTERFACE CODE JACK LOOP START LINE D8UTK O2...

Page 82: ...ne company will provide advance notice in order for you to make the necessary modifications so that you may maintain uninterrupted service SERVICE CENTER If trouble is experienced with the DCS 400si please contact your SAMSUNG TELECOMMUNICATIONS AMERICA at 305 592 2900 for repair or warranty information If the trouble is causing harm to the telephone network the telephone company may request that ...

Page 83: ...AMERICA hereby disclaims any liability arising out of failure to obtain such a license 5 6 EQUAL ACCESS REQUIREMENTS The 400si is capable of providing users access to interstate providers of operator services through the use of access codes Modifications of this equipment by call aggregators to block access dialing codes is a violation of the Telephone Operator Consumer Act of 1990 and Part 68 of ...

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