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SAMSUNG TELECOMMUNICATIONS AMERICA also reserves the right without prior notice to
make changes in design or components of equipment as engineering and manufacturing may
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Copyright 2007

Samsung Telecommunications America

All rights reserved. No part of this manual may be reproduced in any form or by any means—
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PRINTED IN USA

04/07

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Summary of Contents for DS 5021D KEYSET

Page 1: ...s concerning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA SAM SUNG TELECOMMUNICATIONS AMERICA disclaims all liabilities for damages arising from erroneous interpretation or use of information presented in this manual OfficeServ TM 7100 General Description Home Page Table of Contents ...

Page 2: ...nges in design or components of equipment as engineering and manufacturing may warrant Copyright 2007 Samsung Telecommunications America 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 of the publisher of this material...

Page 3: ...7200 OFFICESERV 7400 VoIP CARDS 2 4 2 7 OFFICESERV 7200 OFFICESERV 7400 STATION CARDS 2 4 2 8 STATION EQUIPMENT 2 6 2 8 1 DS 5000 SERIES EQUIPMENT 2 6 2 8 2 iDCS SERIES EQUIPMENT 2 8 2 8 3 OFFICESERV ITP 5100 SERIES EQUIPMENT 2 11 2 8 4 OFFICESERV SOFTPHONE 2 12 2 8 5 OFFICESERV WIRELESS 2 12 3 SPECIFICATIONS 3 1 ELECTRICAL SPECIFICATIONS 3 1 3 1a I O VOLTAGE OF PSU 3 1 3 2 DIMENSIONS 3 1 3 3 ENVI...

Page 4: ... 7 SAMPLE SMDR PRINTOUT WITH CALLER ID ANI NUMBER 4 52 4 8 SAMPLE OF UCD EMBEDDED REPORT 4 53 4 9 UCD CALL STATISTICS 4 54 4 10 UCD AGENT STATISTICS 4 56 4 11 SAMPLE TRAFFIC REPORT 4 57 4 12 TRAFFIC REPORT OVERVIEW 4 58 5 GENERAL USER INFORMATION 5 1 RADIO FREQUENCY INTERFERENCE 5 1 5 2 FCC REQUIREMENTS 5 1 5 3 TELEPHONE COMPANY INTERFACES 5 1 5 4 MUSIC ON HOLD WARNING 5 3 5 5 DISA WARNING 5 3 5 6...

Page 5: ...ndustry standard Voice over Internet Protocol VoIP as well as the more robust Telephony over IP ToIP The integrated Layer 2 PoE switch module adds powerful access capabilities providing data network solution for your enterprise Combine these technologies with Samsung s Wireless LAN IP Handsets embedded Voice Mail Application a suite of OfficeServ ComputerTelephony applications and much more all in...

Page 6: ...to home workers and road warriors Standard telephones generally called single line sets con nect to single line interface cards SLM In addition DLI station ports are used to connect peripheral devices such as door phones and add on modules Miscellaneous circuits are built in to allow such optional features as exter nal paging music on hold background music and common audible devices All digital an...

Page 7: ... this The following table indicates the maximum number of each circuit type or device available in the OfficeServ 7100 The system architecture is designed to be extremely flexible so as to provide a myriad of configurations However it is impossible to accommodate all the maximum numbers into one system FIGURE 1 2 1 3 Cabinet 1 2 Universal Slots MP10 Slot 0 U Slot Slot 1 U Slot Slot 2 FIGURE 1 3 IT...

Page 8: ...nks H323 8 Basic Rate Interface Station BRI STN Not Used in the USA FIGURE 1 5 1 4 8 Channels x 3 Slots x 4 Cabinets 96 U SLOT U SLOT ITEM MAXIMUM AVAILABLE HARDWARE Max of SIP Trunk Ports 24 3 virtual slots x 8 ports 24 Max of SPNet Trunk Ports 24 MGI16 8 embedded on MP10 24 MAX OF SIP SPNET H 323 TRUNK PORTS CANNOT EXCEED 24 Max of Virtual SLI Ports 24 3 virtual slots x 8 ports 24 Max of Virtual...

Page 9: ... the default to the virtual assignments for each virtual slot The IP telephones may be connected to existing external data equipment or OfficeServ 7100 data module 4SWM in a separate stand alone cabinet Cabinet 1 Sample 4 x 12 Default Slot Configuration VIRTUAL CABINET SLOT ASSIGNMENT 12 Stations and 4 Trunks 4 Analog Loop Trunks 8 Digital Telephones 4 IP Telephones 4 MGI Channels VoIP 4 Voice Mai...

Page 10: ... provided there is a LAN WAN or modem connection This permits technicians to program the phone system modify the customer database or download save the entire customer database to a file This file can be saved as a back up and can be uploaded when required to restore the database The IS Tool can also be used to view the customer database offline and to send new loads of software upgrades to the MM...

Page 11: ...ocessor it will provide an interface for 4 power over ethernet POE ports The MP10 also has a connector for mounting the optional modem board This modem board can be used for remote access to system administra tion at installation that do not have a LAN or WAN connection This is the same modem card used in the other OfficeServ systems If the 4SWM is installed the switch and LAN is automatically con...

Page 12: ...combination of the 4DLM 4SLM or 4TRM modules can be installed in any of the three slots on the UNI card for a total of 12 ports per UNI card This type of slot configura tion allows the customers to grow or expand in 4 port increments Customer can start out and configure the sys tem as a 4 line by 8 station system and later expand to a 8 by 16 configuration and beyond Each slot can be used as a voi...

Page 13: ...el of the MP10 card These ports can be used to connect ITP phones WAPs SP Net LAN printers PC programming uplink to other data switches or any other Ethernet devices This module may be used in conjunction with the licensed MGI channels when providing IP telephony services This module can only be installed on the optional daughter board slot on the MP10 card See installation manual for details The ...

Page 14: ... STATION CARDS 8DLI This card is an eight circuit digital station interface card that provides 1B D service when installed in any univer sal card slot in all cabinets The KDB D S keyset daughter boards will not work when connected to this card in the Officeserv 7100 The 8DLI card is not hot swappable 16DLI2 This card is a sixteen circuit digital station interface card that provides 1B D service wh...

Page 15: ...this card is intended for connection to one telephone Connecting multiple telephones to a port may result in incorrect operation or damage to the card This card supports the Power Fail Transfer feature See installation manual for details The OfficeServ 7100 supports Caller ID to single line telephones The 16MWSLI is not hot swappable 8COMBO This card has a combination of eight dedicated digital st...

Page 16: ...unction keys Terminal Status Indicator Built in speakerphone Optional Full Duplex speakerphone module Eight selectable ring tones UP DOWN buttons for digital control of speaker handset and ringer volumes Desk or wall mounted DS 5007S KEYSET see Figure 2 6 32 character display 2 x 16 with three associated soft keys and a scroll key 7 programmable keys with tri colored lights Five fixed function key...

Page 17: ...on for a DS keyset is half duplex This means that you cannot transmit and receive speech at the same time Adding a KDB F to your keyset will convert the speakerphone into a full duplex mode enhanc ing its operation The KDB F does not require a second B channel In addition the KDB F may have up to three 3 external microphones attached to it for conference room type applications The microphones requ...

Page 18: ...erminal Status Indicator Built in speakerphone Optional full duplex speakerphone module Eight selectable ring tones UP DOWN buttons for digital control of speaker handset and ringer volumes Desk or wall mounted Available in dark gray iDCS 8D KEYSET see Figure 2 10 32 character display 2 x 16 with three associated soft keys and a scroll key 8 programmable keys with tri colored lights Four fixed fun...

Page 19: ...ion for an iDCS keyset is half duplex This means that you cannot transmit and receive speech at the same time Adding an FKDBF to your keyset will convert the speakerphone into full duplex mode enhancing its operation The FKDBF does not require a second B channel like the FKDBD or FKDBS and so can be used on any DLI card In addition the FKDBF may have up to three 3 external microphones attached to ...

Page 20: ... with the door phone unit Commonly used to request entry through locked doors interior or exterior or as a room monitoring box Provides contact control to be used with customer provided electric door lock Door phone is wall mounted Door phone is weather resistant FIGURE 2 14 FIGURE 2 13 Home Page Table of Contents ...

Page 21: ... selectable ring tones Navigation key Built in applications Phone Book E Diary Calendar and Calculator User selectable menu styles and backgrounds 2 Port Switch Supports PoE Power over Ethernet ITP 5107S IP KEYSET See Figure 2 17 32 character display 2 x 16 with three associat ed soft keys and a scroll key Built in Full Duplex speakerphone 7 programmable keys with tri colored LEDs Five fixed funct...

Page 22: ...eless WIRELESS LAN ACCESS POINT SMT R2000 See Figure 2 19 The wireless access point SMT R2000 provides wireless coverage throughout a building and sur rounding areas It supports IEEE 802 11a b g WLAN standard for both voice and data It gives priority to voice packets The quality of the service for voice is always guaranteed Highlights of SMT R2000 Features Two radios Radio 1 5GHz IEEE 802 11a 54 M...

Page 23: ... name and number display Call Waiting Voice mail indication Hot key for voice mail access System hold Call transfer Call forward Call mute Call pick up Do not disturb Dynamic soft keys Hard keys for TRANSFER HOLD and CONFERENCE Redial Pre dial Local phone book with 2 400 entries Each entry can store 3 phone numbers There is a total of 800 phone numbers Hot key for vibrator function 99 incoming cal...

Page 24: ...8 V 3A The specifications of the power I O are shown in the table below 3 2 DIMENSIONS Note When the cabinets are rack mounted the rack mount bracket will add some height to the system 3 1 3 1a I O VOLTAGE of the PSU PSU OfficeServ 7100 Input Voltage 100 120 VAC 2A 50 60 Hz DC 48V 3A Battery Backup Output Voltage DC 54V 1 1A DC 5V 5 0A DC 5 3V 0 3A DC 3 3V 5A DC 12V 0 4A DC 54 0V 0 25A Battery Bac...

Page 25: ...ycle can be adjusted by changing the values of the system database 3 2 3 3 ENVIRONMENTAL LIMITS OPERATING TEMPERATURE 32 113 F 0 45 C STORAGE TEMPERATURE 14 122 F 10 50 C HUMIDITY 10 90 Non Condensing 3 4 CABLE REQUIREMENTS EQUIPMENT CABLE AWG MAX FEET MAX METERS DIGITAL KEYSET 1 PR TWISTED 24 1300 400 ADD ON MODULE 1 PR TWISTED 24 1300 400 SINGLE LINE STATION 1 PR TWISTED 24 3000 1 KM DOOR PHONE ...

Page 26: ...250 ms BUSY TONE 500 500 ms DO NOT DISTURB TONE 250 250 ms RING BACK TONE 1000 2000 ms CALL PARK TONE CONTINUOUS CONFIRMATION CAUTION BARGE IN TONE 50 50 ms CALL BACK HOLD TONE 500 3500 ms RING BACK TONE 1000 2000 ms ERROR NUMBER UNOBTAINABLE TONE 250 250 ms MESSAGE CAMP ON TONE CONTINUOUS 3 6 KEYSET LED INDICATIONS CONDITION LED COLOR LED ON LED OFF LINE IDLE OFF OFF LINE IN USE RED GREEN STEADY ...

Page 27: ...ID Review Buffers 2000 CID Abandon Lists 100 CID Name Translation Entries 1000 Call Buttons per Station 8 OfficeServ 7100 Feature Maximum Capacities Call Logs Entries 2000 Call Log per Station 50 Tenant Groups 1 Ring Plans 6 Programmed Messages 15 10 5 14B AOM per Station 1 64B AOM per Station 2 Call Cost Digit Entries 500 Call Cost Rate Tables 8 PBX Access Code Entries 5 Special Code Entries 10 E...

Page 28: ...xternal To Voice Mail Preset Destination Preset Forward Busy Call Hold Exclusive System Remote Call Park and Page Call Pickup Directed Groups Established Call Recording Call Waiting Camp On Centrex PBX Use Chain Dialing Chain Forward Class of Service Common Bell Control Computer Telephony Integration CTI OfficeServ Link OfficeServ DataView OfficeServ EasySet OfficeServ Call OfficeServ Operator Off...

Page 29: ...s Automatic Manual Holiday Schedule Temporary Override Ring Over Page Secretary Pooling Single Line Connections Speed Dial Numbers Station List System List Speed Dial by Directory Station Hunt Groups Distributed Sequential Unconditional Station Message Detail Recording SMDR Station Pair System Alarms System Maintenance Alarms System Directory Tenant Service Toll Restriction By Day or Night By Line...

Page 30: ...codes are not required to make outgoing calls but may be used if desired This is also the method used to assign an account code to incoming calls These account codes can contain the digits 0 9 and ACCOUNT CODE KEY The account code ACCT key can be programmed on any keyset and will appear as a soft key on display key sets This key allows the user to enter account codes without interrupting a call AC...

Page 31: ...esignated MOH source to the user Alternatively System programming can define an external music source to be played when the Appointment Reminder is answered AUTHORIZATION CODES Authorization codes are used to give permission to make a call A maximum of 500 four to ten digit authori zation codes can be either forced or voluntary When used authorization codes will automatically change the dialing st...

Page 32: ...ugh their keyset speakers when optional external sources are installed Each user may adjust this level by the use of a volume control program at the selected keyset BRANCH GROUP This feature allows stations included in a branch group to answer a ringing call to another station in the group by simply lifting the handset or going on speakerphone mode This feature works well when there is a need to a...

Page 33: ...t PIN ID Numbers When desired this feature allows agents to be assigned a PIN number to use when logging in and out of a UCD group This allows an agent to move from location to location and retain their productivity records There are a total of 300 PIN numbers available in the system Agent Login Logout At any time agents may login or out of a station call group by dialing an access code or simply ...

Page 34: ...r a dozen different historical reports to provide detailed statistics on call volume and call times as well as agent activity Also included is a detailed Abandoned Call list to define each lost call to the UCD group UCD Monitoring OfficeServ DataView provides several different monitoring interfaces that allow users to easily see live con nection status and port activity for UCD groups and agents W...

Page 35: ...ly in the display of each keyset When receiving a transferred CO call each LCD keyset user can decide if he she wants to see the name or number in the display first Regardless of which one is selected to be seen first the NND key is pressed to view the other pieces of 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 di...

Page 36: ...e and time the call came in The system must be using LCR to dial numbers from the abandon call list The abandoned call list will store up to 100 unanswered calls Caller ID ON SMDR The Station Message Detail Records report can be set to include Caller ID name and Caller ID number for incoming calls This format expands the printout to 113 characters Use a wide carriage printer or an 80 col umn print...

Page 37: ...an be programmed to forward all forward busy forward no answer forward DND C O calls to an external number via a central office trunk if allowed by class of service Intercom calls may also be pro grammed to forward to an external number via a central office trunk To Voice Mail Each station may be programmed to allow or deny the ability to forward intercom calls to voice mail When denied valuable m...

Page 38: ...ers to answer any call ringing within any pickup group There are 20 pickup groups available in the system A station cannot be in more than one pickup group To use this feature station users either dial the access code or press the assigned feature button followed by the pickup group number Established This feature enables a keyset user to pick up an establish call in progress at a single line exte...

Page 39: ...NTEGRATION CTI Computer Telephone Integration CTI allows integration between the OfficeServ 7100 and a personal com puter PC on a local area network LAN Caller ID service is required for TAPI inbound call applications that use the CID information to display computer records in conjunction with the presentation of the call to the station on the OfficeServ 7100 OfficeServ Link Samsung s proprietary ...

Page 40: ...onference has been established Unsupervised A station user may set up a conference with two or more outside lines and then exit the conference leaving the outside lines connected in an unsupervised trunk to trunk conference Split A keyset user can split a conference into separate outside calls then speak with each caller privately Then the individual calls can be conferenced again in any combinati...

Page 41: ...nd DNIS services when they are provided over an ISDN PRI circuit The OfficeServ 7100 has an option to select which MOH source is played to callers to a specific DID number DID DDI Call Limits This option defines the maximum number of simultaneous calls that the system will accept for each DID number Any call attempts after the Maximum Call MC count has been reached will be rejected and busy tone r...

Page 42: ...omer provided electric door lock release mechanism The contact closure timer is pro grammable from 100 2500 ms DOOR PHONES The door phone interface module DPIM provides for connection of a door phone to a DLI port Pressing the button on the door phone produces a distinctive ring three short rings repeated at the assigned station or station group If not answered within a programmable time the syste...

Page 43: ...ult numbering plan GROUP BUSY SETTING This feature provides a busy signal to intercom callers that ring to a station group when all logged in stations are busy The feature is activated in MMC 601 and when set to ON setting allows an intercom caller to hear a busy signal when calling a station group Upon hearing a busy the intercom caller will know that all stations are busy and can call back When ...

Page 44: ...s simultaneous data calls calling party and calling line identification high speed call setup and disconnect are among the benefits of ISDN calling The 23 D configuration of ISDN allows call information to be delivered via the data channel the D of 23B D thus leaving the bearer channels the B of 23B D available for single use or combined use to pro vide a wider bandwidth for data and video The Off...

Page 45: ... phone connected to a 4SLM or 16MWSLI will have a message light Five message waiting indications can be left at any station MESSAGE WAITING KEY The Message Waiting MW key is used in conjunction with a voicemail card The MW key is programmed with an extender matching a station or station group number and is used to access the voice mailbox associated with the extender MICROPHONE ON OFF PER STATION ...

Page 46: ...rv 7400 systems OS 100 OS 500 and OS 7200 running V 2 48 or higher and OS 7400 running V3 31 or higher software The physical connection between systems can be an IP network or proprietary PRI connection using Samsung s proprietary version of QSIG called SPNet If PRI connection is used the maximum number of nodes may be limited by the maxi mum number of TEPRI cards that can be installed in the Offi...

Page 47: ...alls can be directed to the Centralized Operator Attendant in a network arrangement instead of the Local Operator within that Node Ring plan assignments will allow recalls to a Centralized Operator Attendant during the day and to the Local Operator after hours There can only be one Centralized Operator Attendant designated in the network Each Node must be set for either Local Operator or Centraliz...

Page 48: ...p in another Node Remote Hold Across the Network Calls may be placed on hold at stations in another Node Then page that Node and announce that there is a call on holding on extension 2xxx Anybody in this Node may pick up the call by dialing 12 2xxx This is useful when one Node does not have a dedicated answering position The caller is on Hold listening to music rather then listening to ringback to...

Page 49: ...alls prior to paging and allows the call to be retrieved by dialing a park code plus the orbit number Calls parked in this manner can also be retrieved by dialing the park pickup code 10 plus the station or trunk number This feature is in addition to Call Park and Page POWER over ETHERNET PoE The OfficeServ 4SWM provides 4 data switch ports with PoE see 4SWM PRIME LINE SELECTION Any station can be...

Page 50: ...ipulate the database The Installation Tool connects to the system via LAN WAN or serial modem connection to the MP10 This application runs on a PC Windows 2000 or higher RING MODES Time Based Routing Plans Each C O line can be programmed to ring at any station or station group Each line can be assigned a ring destination based on six 6 different ring plans based on time of day and the day of the w...

Page 51: ... 950 numbers in the system list The remaining numbers in the library can be assigned in blocks of 10 each bins to individual stations for their personal use A maximum of 5 bins 50 numbers can be assigned to a station SPEED DIAL BY DIRECTORY The OfficeServ 7100 system provides the user with the ability to look up a speed dial number and place the call There are three speed dial selections personal ...

Page 52: ... name will appear on keyset displays to provide additional information about lines and stations TENANT SERVICE 1 The OfficeServ 7100 supports only one tenant service 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 cod...

Page 53: ...y to answer any outside lines pro grammed to ring the UA device The UA device can be a station group of stations common bell or ring over page VIRTUAL EXTENSIONS The OfficeServ 7100 has a number of virtual extension ports encoded in the system database They can be assigned as keyset or single line analog ports The system has 24 virtual extension ports These ports have all the attributes of an actu...

Page 54: ...pression for IP transport Compression is used to reduce the digitized voice into a smaller bandwidth that can be carried in smaller packets The VoIP gateway determines the compression method for each call setup There is also a certain amount of frame packet overhead in each compression channel 64K of bandwidth can support 6 7 calls simultaneously This can vary depending on efficiency fea tures lik...

Page 55: ...one Station Lock Terminal Status Indicator Tri Colored Lights Volume Settings Wall Mountable Keysets STATION FEATURES 4 28 4 2 STATION FEATURES DESCRIPTIONS ADD ON MODULES iDCS 14 BUTTON AOM The 14B AOM attaches to the right hand side of an iDCS 18D or iDCS 28D keyset and provides 14 buttons with red LEDs only one 14 button AOM per keyset These buttons can be used for DSS keys speed dial bins or a...

Page 56: ...ed at one time including busy station and busy trunk BUSY STATION INDICATIONS BLF DSS BLF keys may be assigned to any keyset or add on module These buttons will be off when the station is idle light red when that station is in use and flash distinctively when that station is in the DND mode The sys tem can be programmed to allow the DSS keys to be used to pickup calls at other keysets In a network...

Page 57: ...or pickup group The OfficeServ 7100 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 assigned stations In a network of systems use the NS key to provide DSS function to a station in some other node DIVERT TO VOICEMAIL A keyset user can immediatel...

Page 58: ...uding 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 MIS daughter board provides an audible ring tone output This can be connected to a paging system or single loud speaker to provide l...

Page 59: ...et user can originate calls without lifting the handset When the called party answers the user may speak into the microphone or lift the handset for more privacy PRIVACY RELEASE This feature will allow another station to join in on your conversation by temporarily releasing privacy on the C O line from your keyset Requires a Privacy Release key to be programmed on your keyset A maximum of three 3 ...

Page 60: ...only SAVE NUMBER Any number dialed on a C O line may be saved for redial at a later time REMOTE HOLD When you wish to place a call on hold at another station press TRSF and dial the station number or press the appropriate DSS key Press the HOLD key This will place the call on system hold on an available CALL button or Line Key at the remote station RING MODES Each keyset user can select one of thr...

Page 61: ... Flashing Red Outside Call Ring Flashing Green Recall Ring Flashing Amber Message Waiting Flashing Red Do Not Disturb Fast Flash Red at 1 Second Intervals TRI COLORED LIGHTS Samsung keysets have keys equipped for tri colored LED indications green red and amber To avoid confu sion your calls always light green other calls show red and recalls light amber See Hardware Section of this document for th...

Page 62: ...ALL FOR GROUP 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 greeting than calls to the user s extension number CALL LOGS Display keyset users may view telephone numbers in incoming and outgoing call logs With the press of a button the entry can be cleared dialed or the CID Name Number ...

Page 63: ... influence how the user chooses to handle the call CID ANI Review List 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 b...

Page 64: ... speed dial list 3 Station directory list This online phone book allows display keyset users to look up and dial any speed dial number or station in seconds DIALED NUMBER When an outside call is made digits are displayed as the user dials them If the display indicates an incorrect number was dialed the user can quickly hang up before billing begins ENHANCED STATION PROGRAMMING Personal programming...

Page 65: ...er receiving an Off Hook Voice Announcement or Station Camp On you may respond with a text message while continuing to talk and listen to your outside party The other station can view this message and take the appropriate action or respond back with another text message Up to 24 display station users can program their own individual ten 10 text messages that can be sent to another display keyset O...

Page 66: ...has the option to add two more parties This station is transferring a call to John at extension 203 This station is receiving a call from extension 201 This station is setting the Do Not Disturb feature This station is speaking on trunk 703 209 Tim Kelly FRI 23 Sep 02 54 Call for 501 202 Mr Smith 203 Busy CBK MSG CAMP Conf with 203 John Transfer to 203 John DO NOT DISTURB ON OFF Camp on to 203 Wai...

Page 67: ...e 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 you from station 201 05 25 09 41 702 CLEAR NND...

Page 68: ...n 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 call time 04 43 The average call length for s...

Page 69: ...w users to dial any extension or press 0 for the operator CALLER ID ROUTING If the customer s Central Office provides Caller ID this information can be used by the automated attendant to identify and route calls CAMP ON SUPPORT The automated attendant can be configured so that calls transferred to a busy station can be camped on to the station causing it to ring with a special off hook ring tone e...

Page 70: ...ime you need to collect specific information from a caller but do not want to devote a staff mem ber to take the calls directly Answer messages can be prefixed with an optional header message which helps in transcription by preventing silence in the event the caller skips a question There is no fixed limit to the number of questions in a Q A application nor is there a fixed limit to the number of ...

Page 71: ...such as directions to a customer VOICE PROMPT PROGRAMMING The OfficeServ 7100 provides a robust telephone user interface TUI for automated attendant programming This TUI allows administrators the ability to record prompts and change operating modes WEB PROGRAMMING Configuration of the OfficeServ 7100 automated attendant is performed through a web based application called OfficeServ VAR which runs ...

Page 72: ...ns Programmable Message Retention Retrieve Public Caller Schedule Future Delivery Subscriber Administration Voice Prompted Programming 4 5 VOICE MAIL FEATURES DESCRIPTIONS AVAILABILITY SCHEDULE OfficeServ 7100 voicemail subscribers can configure a weekly availability schedule that lets the system know when they will be available to take calls Calls made outside of normal working hours will be sent...

Page 73: ...ll blocking prevents the voicemail and automated attendant from trying to call the subscriber s keyset instead forwarding them straight to the subscriber s voicemail box DATE TIME STAMP All voicemail messages are stamped with the date and time they were received This information is spoken to the subscriber before the message by default but can be set to only be spoken upon request DIRECT MESSAGING...

Page 74: ...mail application can provide additional functionality The display will be used to display notification of new messages Also when navigating the voicemail options the display will enable special soft key commands for faster navigation through the system MAILBOX BACKUP AND RESTORE The customer can backup mailbox data for archiving and restoration purposes MESSAGE DELIVERY OPTIONS When creating a qui...

Page 75: ...m 0 no minimum length to 8 digits This feature is useful for situations where enhanced security is required MULTIPLE ALPHABETICAL DIRECTORIES The OfficeServ 7100 voicemail application allows the creation of up to 1000 unique directories These direc tories are used by both the voicemail and automated attendant applications to allow callers and subscribers to dial or message subscribers based upon t...

Page 76: ...a subscriber s mailbox When callers reach the subscriber s voicemail they are presented with the ability to use these single digit options This feature is useful for giving callers the ability to dial other departments or access automated attendant functions PROGRAMMABLE MESSAGE RETENTION The administrator may set a specific time limit to store messages for a subscriber s voicemail box When a mess...

Page 77: ...UI for voicemail configuration This TUI allows administrators the ability to manage subscriber mailboxes It also provides subscribers the ability to configure almost every aspect of their mailbox without the need to memorize a complicated series of key strokes 4 50 Home Page Table of Contents ...

Page 78: ...9 726 03 21 13 56 11 00 05 38 T 1 296 725 03 21 13 54 40 00 07 06 O 3055922900217 1 219 717 03 21 14 03 57 00 00 15 O 19544530000 1234567890 Call Type Flag Definitions 0 Outgoing Call DE DISA call with error I Incoming Call T Transferred call that DI DISA call in was terminated DO DISA call out IT Incoming transfer FO Outgoing record of FI Incoming call forwarded to forwarded call an external numb...

Page 79: ...20 PIZZA DELIVERY 1 235 03 21 13 57 50 DND OFF 1 279 6398 701 03 21 13 57 32 13 25 O 3056401066 1 219 03 21 14 00 45 GROUP IN 1 219 726 03 21 13 56 11 00 05 38 T 13055922900 SAMSUNG TELECOM 1 296 725 03 21 13 54 40 00 07 06 O 3055922900217 Call Type Flag Definitions 0 Outgoing Call DE DISA call with error I Incoming Call T Transferred call that was DI DISA call in terminated DO DISA call out IT In...

Page 80: ... 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 515 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 ABANDONED 000...

Page 81: ...e group is now all agents busy the check has been made and the agent busy statistic does not increment Also if a call comes into a group with all agents busy and then one becomes idle the busy counter will increment because the check has been made AVERAGE TIME IN QUEUE This is calculated as an average of all the calls that were in queue Note that this is ONLY an average of the calls that were in q...

Page 82: ...rst UCD message b Queue time ends when a caller is either Answered by an agent System gets disconnected from C O or Caller is transferred to final destination LONGEST QUEUE TIME NOW This shows the longest call currently in queue The queue time is calculated as follows a Queue time begins when a caller starts to hear the first UCD message b Queue time ends when a caller is either Answered by an age...

Page 83: ...number of calls answered by the agent This does not include ring no answer to an agent station If this total number is less than the calls received by the group it is possible that calls were unanswered by an agent and went to final destination or that callers hung up while in queue If this total number is more than the calls received by the group it is possible that calls were transferred from on...

Page 84: ...ERNAL PAGE 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 STAT...

Page 85: ...me calls that would be flagged as abandoned in SMDR 5 OUTGOING TRUNK CALLS These are all outgoing trunk calls that were originated by any station or through the DISA feature Outgoing trunk calls are valid calls as defined by the SMDR START TIME in MMC 501 6 A SELECTED TRUNK WAS BUSY Pegged every time a trunk or trunk group was busy regardless of the man ner in which it was selected e g DTS key LCR...

Page 86: ...AL TRUNKS 1TRUNK 2TRUNK NAME 3ATTA 4ANSD 5NOT ANSD 6OUTGOING 7BUSY 701 0000 0000 0000 0000 0000 702 0000 0000 0000 0000 0000 703 0000 0000 0000 0000 0000 704 0000 0000 0000 0000 0000 705 0000 0000 0000 0000 0000 706 0000 0000 0000 0000 0000 707 0000 0000 0000 0000 0000 708 0000 0000 0000 0000 0000 709 0000 0000 0000 0000 0000 710 0000 0000 0000 0000 0000 1 TRUNK A listing of each trunk in the syst...

Page 87: ...system to the specific group number 6 ANSD This is a count of how many times an intercom call was answered by any group member of that spe cific group E INDIVIDUAL STATIONS 1 11 OUTSIDE CALL INTERCOM 2 3 4 5 6 7 8 9 10 12 13 EXT STATION NAME ATTA ANSD NOT ANSD DIALED ICM TRSF TRK TRK PICKUP ANS DIALED 201 0000 0000 0000 0000 0000 0000 0000 0000 0000 202 0000 0000 0000 0000 0000 0000 0000 0000 0000...

Page 88: ...other trunk tie line This is called a trunk to trunk transfer This field gets pegged every time the station completes a trunk to trunk transfer 10 PICKUP This is a count of the outside calls that were picked up by the specific station Picked up calls are calls that are not ringing at your station but were answered by you This peg count is separate from the number of answered call in 5 of Individua...

Page 89: ...UTHORIZED MODIFICATIONS Any changes or modifications performed on this equipment that are not expressly approved in writing by SAM SUNG TELECOMMUNICATIONS AMERICA could cause noncompliance with the FCC rules and void the user s authority to operate the equipment NOTE Allowing this equipment to be operated in such a manner as to not provide for proper answer supervision is a violation of Part 68 of...

Page 90: ...ppens the telephone company will provide advance notice in order for you to make necessary modifications to maintain uninterrupted service HEARING AID COMPATIBILITY This equipment the OfficeServ 7100 is hearing aid compatible as specified in Part 68 of the FCC Rules EQUIPMENT WITH DIRECT INWARD DIALING DID THIS EQUIPMENT SHOULD BE OPERATED WITH PROPER ANSWER SUPERVISION FAILURE TO PROVIDE FOR PROP...

Page 91: ...on Hold feature SAMSUNG TELECOMMUNICATIONS AMERICA hereby disclaims any liability arising out of failure to obtain such a license 5 5 DISA WARNING Lines that are used for the direct Inward System Access feature must have the disconnect supervision options provided by the telephone company WARNING As it is impossible to control who may access your DISA line it is suggested that you do not turn this...

Page 92: ...orized STA Dealer within the war ranty period and not later than 30 days after the date of the malfunction whichever occurs first If the USER is unable to identify an authorized STA Dealer USER must provide written notice of the malfunc tion including proof of the date of purchase of the equipment and the serial number of the malfunc tioning Product to STA at its corporate offices Upon receipt of ...

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