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Chapter 4

Business Features Package

UCD Agent Statistics

Logged in

The number of stations programmed in the UCD group and the number of stations that are
currently logged in. This is a real-time statistic and so will not print on a report.

Status

This screen shows the agent’s name, extension number and status. The status can be In
Group, Out of Group or in DND. This is a real-time statistic and so will not print on a report.

Calls Answered

The total 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 the 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 one agent to another.

Average Call Time

This is an average of all the call durations for the agent.

Ring Time

This is an average of all the ring times for the agent. See

UCD Call Statistics

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Summary of Contents for Office Serv 500

Page 1: ...OfficeServ500 General Description Enterprise IP Solutions ...

Page 2: ...Disclaimer Samsung Business Communications is not responsible for errors or problems arising from customers not installing programming or operating their Samsung systems as described in this manual Copyright 2005 Samsung Business Communications 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 photoc...

Page 3: ... A14 2000 RTTE TBR4 November 1995 incorporating TBR4 A1 December 1997 EN61000 3 3 1995 EN61000 4 2 1995 98 EN61000 4 3 1996 EN61000 4 4 1995 EN61000 4 5 1995 EN61000 4 6 1996 LVD EN60950 2000 IEC 60950 Third Edition 1999 EN61000 4 11 1994 AS NZS3548 1995 Manufacturer Samsung Electronics Co Ltd 259 Gongdan Dong Gumi City Kyungbuk Korea 730 030 Tae eok Jang General Manager place and date of issue na...

Page 4: ...tem may be provided with the ability to communicate with local computer networks to provide CTI functions and features In this case it is capable of passing information to the computer network via a specified link The system is powered by mains voltage and can optionally be powered by batteries Details of all connections and power arrangements are provided in the instructions for use It should not...

Page 5: ...lation You should have them available for guidance when your system is fully installed and operational y Samsung OfficeServ500 Installation Guide This guide provides information for installing your system and connecting station and op tional equipment y Samsung Combined Systems Programming Manual The system is configured using MMC Man Machine Communication programming The installer or system admin...

Page 6: ...LCD Euro Keyset DS 2100B Keyset 48 Button AOM 64B AOM LCD 12B 24B Euro Keyset Telephone Lines Loop start DID Tie Iine E1 ISDN PRI BRI 110 220V AC System programming Remote programming Computer telephony integration Off Premises Extension DS 5007S 7B 2 Line LCD DS 5014S 14B 2 Line LCD DS 5038S 38B 2 Line LCD iDCS Series and DCS Euro Keysets 5000 Series Digital Keysets and IP Phones DS 5021D 21B 2 L...

Page 7: ...0 Series Add On Module DS 5064B 2 14 OfficeServ 5000 Series Keyset Daughterboards 2 15 DCS Series Euro Keysets 2 15 DCS Series Add On Module 48B 2 17 DCS Series Keyset Daughterboards 2 17 iDCS Series Keysets 2 18 iDCS Series Add On Modules 2 19 iDCS Series Keyset Daughterboards 2 20 Door Phone Interface Module DPIM and Door Phone 2 20 Chapter 3 Specifications 3 1 Electrical Specifications PSU B 3 ...

Page 8: ... ITP 5021D Keyset 2 12 Figure 2 3 DS 5014D Keyset 2 12 Figure 2 4 DS 5021D Keyset 2 13 Figure 2 5 DS 5007S Keyset 2 13 Figure 2 6 DS 5014S Keyset 2 13 Figure 2 7 DS 5038S Keyset 2 14 Figure 2 8 ITP 5012L Keyset 2 14 Figure 2 9 DS 5012L Keyset 2 14 Figure 2 10 DS 5064B AOM 2 15 Figure 2 11 LCD 24B Euro Keyset 2 16 Figure 2 12 LCD 12B Euro Keyset 2 16 Figure 2 13 LCD 6B Euro Keyset 2 16 Figure 2 14 ...

Page 9: ...ndard telephones generally called single line tele phones or SLTs which connect to single line interface cards SLI and Internet IP phones In addition DLI station ports are used to connect peripheral devices such as door phones and add on modules Miscellaneous circuits are provided to allow such optional features as external paging music on hold background music and common audible devices All inter...

Page 10: ...r to all 10 slots nine universal and a processor slot and support up to 56 stations A second PSU B may optionally occupy the second power supply slot Station or trunk line cards can be in stalled in any of the universal slots The TEPRI and 8BSI cards must be installed in slots 1 2 or 3 This allows a maximum of 120 stations of any kind or 138 lines in a single cabinet sys tem Without TEPRI cards th...

Page 11: ...d with an ESM daugh terboard NOTE The first power supply slot in each cabinet must be occupied by a PSU B to supply sufficient power to all 10 slots 9 universal and a processor slot and support up to 56 stations A second PSU B may optionally occupy the second power supply slot Differences Between OfficeServ500 Systems The following tables describe the different configurations allowed for each syst...

Page 12: ... ITP 5021D 5014D g g g 2 line LCD IP phone TEPRI g g g DTRK BRI g g g TRK_B g g g 8TRK g g g A TRK AC15 g g g 16SLI g g g 16 ports 16MWSLI g g g Message Waiting function 8SLI g g g 8 ports 8MWSLI g g g Message Waiting function 16DLI g g g Subscriber DLI g g g Supports keyset daughterboards AA g g g SVMi 8 g g g SVMi 16 g g g Service VDIAL g g g SmartMedia Card System software g g g Separate manage...

Page 13: ...rts IOM card Two SIO ports max 38 4Kbps Table 1 3 Specifications Item Specifications C O TRK B 8TRK AC15 TEPRI BRI Station SLI 8SLI 16SLI 8MWSLI 16MWSLI DLI 16DLI Service AA SVMi 8 SVMi 16 VDIAL MGI2 MGI3 Daughter Board ESM MISC SCM MFM RCM2 MGI3D ITM3D MODEM Supported Cards Service IOM MDF PFT Additional Equipment Hold Background music source External paging device Loud bells PC for programming P...

Page 14: ...ring This means that immediately after switching on the system reads the types and locations of all installed interface cards and keysets and assigns default data to them This data provides for system operation within a few minutes of power on All trunks and stations are assigned three or four digit numbers according to the settings of the switches on the MCP2 card and the default numbering plan T...

Page 15: ...1 7 ...

Page 16: ...19 inch equipment rack after removal of the side panels and their supporting brackets Each cabinet comprises the following y Eight universal interface card slots or six for S systems y One dual purpose interface card signal processor slot see Sizes and Configurations in Chapter 1 y One processor card slot y Two power supply slots y One IOM board slot for the main cabinet KSU see Input Output Modul...

Page 17: ...bit 80 MHz SIO Port Asynchronous Basic 2 port SIO2 SIO3 SmartMedia Card 16 MB SRAM Basic 4 MB SDRAM Basic 64 MB HDLC Port for IPC Basic Installed Time switch Basic 512x512 Ch Expansion 1024x1024 Ch Daughterboard Mounting LOC1 LOC2 LOC3 The MCP2 is installed in the dedicated processor slot 10 of the first cabinet and has positions for three daughterboards refer to table below The first daughterboar...

Page 18: ...where a single cabinet system is running L version software It is installed in slot 9 of the KSU and reduces the available universal card slots to eight The card has positions for three daughterboards refer to the table below The first daughterboard position LOC1 can support an MFM an SCM or an RCM2 The second daughterboard position LOC2 can support an MFM an SCM an RCM2 or a MISC The third daught...

Page 19: ...M can be installed on one LCP2 2 The LCP contains 4MB of DRAM PROCESSOR CARD DAUGHTERBOARDS There are seven types of daughterboard that fit on the processor cards Some daughterboards will work only on the MCP2 others will work on any processor card Each daughterboard is described below NOTE Not all daughterboards are available in all countries Switch and Conference Module SCM This daughterboard in...

Page 20: ...rovide Caller ID decoders for use with SLI ports to send FSK signalling to analogue phones A secondary use of the RCM2 is to provide R2MFC senders and receivers to the system although these are not widely used The system can support up to three of these cards for a total of 42 CID receivers The RCM2 comprises y 14 CID receivers for use with Caller ID on SLI ports Miscellaneous Function Module MISC...

Page 21: ...rd The modem provides a 56K V90 connection to the system for remote administration and or programming The card has a default extension number of 3999 and eliminates the need for an external modem serial cable single line telephone port and serial I O port on the system Interface Cards These cards provide the interface connections for telephone lines and stations to the KSU and expansion cabinets T...

Page 22: ...oice over Internet Protocol VoIP gateway between IP and non IP parts of the telephone system as well as Codec conversion Each is described separately below The main features and characteristics of MGI cards are y On board Flash memory and data memory y Echo cancellation function supported y Silence suppression function supported preventing data transfer on the network for the bri ef silent interva...

Page 23: ...ect signal or have the over voltage protection necessary for OPX operation 16DLI This is a 16 circuit digital station interface card providing 1B D service when installed in any universal card slot in any cabinet Keyset daughterboards will not work when connected to this card SLI This card is a 4 circuit analogue station interface for industry standard single line telephones or other analogue peri...

Page 24: ...ngle line telephones that require operation of an industry standard message waiting lamp with a voltage range of 85 96 VDC The lamp can be programmed to be on continuously or flash at a programmable rate of 100ms to 2000ms ON OFF The 8MWSLI does not contain any over voltage protection and is not qualified as OPX It also does not contain DTMF receivers but instead shares the system DSP resources It...

Page 25: ...upport When the card is installed it counts as eight stations of the PSU rating regardless of the number of Voice Processing Modules installed Cadence Samsung s proprietary integrated Voice Mail and Auto Attendant card CVM8A provides four or eight ports of voice processing Because it is built into the system it provides such features as one touch Call Record Answering Machine Emulation and Voice M...

Page 26: ...t selectable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volumes y Desk or wall mounted 21 Button 2 Line LCD IP Keyset ITP 5021D Figure 2 2 y 48 character display 2x24 LCD with three associated soft keys and scroll key y Supports data and voice transfer using Internet Protocol y 21 programmable keys y Navigation keys for easy use of keyset functions y Five fi...

Page 27: ...keys for digital control of speaker handset and ringer volumes y Desk or wall mounted 21 Button 2 Line LCD Keyset DS 5021D Figure 2 4 y 48 character display 2x24 LCD with three associated soft keys and scroll key y 21 programmable keys y Navigation keys for easy use of keyset functions y Five fixed function keys y Built in speakerphone y Keyset Status Indicator y Eight selectable ring tones y Volu...

Page 28: ...grammable keys y Five fixed function keys y Built in speakerphone y Keyset Status Indicator y Eight selectable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volumes y Desk or wall mounted 38 Button 2 Line LCD Keyset DS 5038S Figure 2 7 y 48 character display 2x24 LCD with three associated soft keys and scroll key y 38 programmable keys y Five fixed function key...

Page 29: ... keys for feature selection y Supports data transfer handset calls and full duplex speakerphone y USB interface y Navigation keys for easy use of keyset functions y Five fixed function keys y Keyset Status Indicator y Eight selectable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volumes OFFICESERV 5000 SERIES ADD ON MODULE DS 5064B 64 Button AOM Figure 2 10 y ...

Page 30: ...Line Interface SLI port for connection of a standard telephone device such as a cordless phone KDB Full Duplex KDB F The standard speakerphone mode of operation for 2 line LCD keysets is half duplex This means that you cannot transmit and receive speech at the same time Adding an KDB F to your keyset will convert the speakerphone into full duplex mode enhancing its operation In addition the KDB F ...

Page 31: ...splay 2 x 16 with three associated soft keys and a scroll key y 6 programmable keys y Four fixed function keys y Built in speakerphone y Volume Up Down keys for digital control of speaker handset and ringer volumes y Eight selectable ring tones y Desk or wall mounted 6B Basic Enhanced Model Keyset Figure 2 14 y 6 programmable keys y Four fixed function keys y Built in speakerphone y Volume Up Down...

Page 32: ...HTERBOARDS KDB DLI This small daughterboard can be installed only in a 12B or 24B keyset The KDB DLI provides one additional DLI circuit for the connection of any digital station device such as a keyset add on module or DPIM The KDB DLI will only operate when the keyset is connected to an 8 port DLI card so it can use the second B channel Each port on this card is intended for connection to one te...

Page 33: ...otection necessary for OPX operation iDCS SERIES KEYSETS 28 Button iDCS Keyset 28D Figure 2 17 y 32 character display 2 x 16 with three associated soft keys and scroll key y 28 programmable keys with tri coloured LEDs y Two fixed function keys y Keyset Status Indicator y Built in speakerphone y Eight selectable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volu...

Page 34: ...ar to the 8D above but does not have a display or keyset status indicator iDCS SERIES ADD ON MODULES 64 Button iDCS AOM Figure 2 20 y 64 programmable keys with red LEDs y Up to four can be assigned to a keyset to provide additional programmable keys y Maximum of 32 per L system or 8 per S or M system 14 Button iDCS AOM STRIP Figure 2 21 y 14 programmable keys with red LEDs y One only can be assign...

Page 35: ...on of a standard telephone device such as a cordless phone iDCS KDB Full Duplex FKDBF The standard speakerphone mode of operation 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 In addition the FKDBF may have up to three external micro...

Page 36: ...SE RATING 5 AMP DC OUTPUT 5 VOLTS 7 0 AMPS MAX 5 VOLTS 1 5 AMPS MAX 48 VOLTS 1 4 AMPS MAXIMUM 54 VOLTS Charger 0 45 AMPS MAX The maximum power consumption for a shelf containing two PSU Bs is 270 Watts Warning You must use only PSU B power supplies with your OfficeServ500 system Dimensions and Weights BASIC SYSTEM HEIGHT mm WIDTH mm DEPTH mm WEIGHT kg SINGLE CABINET 438 563 300 15 5 EXPANDED SYSTE...

Page 37: ... minutes UPS CAPACITY IN VOLT AMPS VA NO OF PSUs 250 450 600 900 1250 2000 1 5 20 30 47 75 180 2 8 10 24 40 70 3 5 7 20 36 64 4 13 22 35 5 10 13 25 6 5 10 20 These are approximate values Specific UPS devices due to their internal construction can have greater or lesser values BATTERY CAPACITY AH NO OF PSUs 40 80 120 160 200 240 1 20 X X X X X 2 10 20 X X X X 3 7 13 20 X X X 4 5 10 15 20 X X 5 4 8 ...

Page 38: ...ur call is being held and you can dial another party 100 100 100 100 CONFIRMATION BARGE IN TONE Very short beeps followed after 2 seconds by dial tone indicate you have correctly set cancelled a system feature or set a barge in with tone 50 50 50 50 ERROR TONE A distinctive two level beeping tone followed after 2 seconds by dial tone indicates you have done something incorrectly Try again 100 100 ...

Page 39: ... AMBER 500 ms 500 ms CALL ON HOLD RED GREEN 500 ms 500 ms RINGING C O CALL GREEN 100 ms 100 ms RINGING INTERNAL CALL GREEN 100 ms 100 ms DND INDICATION RED 112 ipm for 500 ms 500 ms OPERATOR CALLS RED 100 ms 100 ms ANS RLS DND RED 112 ipm for 500 ms 500 ms ANS RLS HEADSET MODE RED STEADY TRSF FORWARD ALL RED STEADY Overrides headset mode ...

Page 40: ...e Executive Answer Mode Executive Status Divert Cadence Integrated Voice Mail Call Activity Display Call Costing Caller Identification Caller ID Calling Line Identification CLI for Incoming Calls Caller ID CID Features Name Number Display Next Call Save CID Number Store CID Number Inquire Park Hold CID Review List Investigate Abandon Call List CID on SMDR Number to Name Translation Calling Line Id...

Page 41: ...on Flexible Numbering Group Conference Hot Desking Hot Line In Group Out of Group Incoming Call Distribution Incoming Outgoing Service Individual Line Control IP Phone Interface ISDN Service Primary Rate Interface PRI Basic Rate Interface BRI Large LCD Phone Interface Least Cost Routing Live System Programming Meet Me Page and Answer Memory Protection Message Waiting Indications Microphone On Off ...

Page 42: ...is 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 One Touch The account code ACCT key can be programmed on any keyset This key can be programmed with an extender and operates in three different ways depending on the extender as follows Extender 000 When programmed with an extender of 000 pressing the key promp...

Page 43: ...all processing A maximum of five cards can be installed in one system Each 16 professionally recorded announcements inform callers of the progress of their calls Examples are I m sorry There is no answer That station is busy and Invalid Number Please try again A maximum of four minutes of super capacitor backed random access memory RAM provide up to 48 customer recordings for announcements or gree...

Page 44: ...ystem can be equipped with Samsung s proprietary integrated Cadence Voice Mail and Auto Attendant card CVM8A It provides four or eight ports of voice processing expandable from four to eight ports Because it is built into the system it provides such features as one touch Call Record Answering Machine Emulation and Voice Mailbox Administration with interactive keyset displays Ask your dealer for in...

Page 45: ...to display the CID information associated with this next call in queue at your station Either the CID name or number will show in the display depending on your selection Save CID Number At any time during an incoming call that provides CID information you may press the SAVE key This saves the CID number in the Save Number feature Pressing the Saved Number Redial SNR key will dial the CID number St...

Page 46: ...ill display the corresponding name Number of entries allowed in the table is S M systems 1000 entries L systems 2000 entries 2 Calling Line Identification CLI for Outgoing Calls Outgoing CID A station user can choose to have an identifying number sent to called parties when a call is made This number can be any valid number the user selects in programming options the DDI number for example One of ...

Page 47: ...n denied valuable message time in the voice mail system can be saved Preset Destination If desired this feature provides for a permanent preset Forward No Answer destination for each extension It can only be programmed by the system installer or system administrator If a station does not have Forward No Answer set the call will ring this preset destination if one is programmed Call Hold Exclusive ...

Page 48: ...P key to speak with the called party Call Waiting Camp on Busy stations are notified that a call is waiting camped on when they receive a tone The tone is repeated at a programmable interval Keysets receive an off hook ring signal through the speaker and single line stations receive a tone in the handset The volume of the camp on tone can be set by the station user Camped on calls follow Forward N...

Page 49: ...rty type call control for the telephone system rather than from the telephone as TAPI 2 0 does For example to make a call the telephone system rather than the telephone would dial the phone number and the call would be then transferred to the telephone Conference The system allows six simultaneous conferences of up to five parties each If an SCM daughterboard is installed the system allows a total...

Page 50: ...lines can be used as both way lines or incoming only and may be active inactive according to the ring plan table The C O lines used for DISA must have disconnect supervision The requirement to put in a DISA security code can be disabled if desired Direct Trunk Selection Each station can be allowed access to or denied access from a trunk or trunk group by access code when LCR is activated When rest...

Page 51: ... station or station group If not answered within a programmable time the system releases the door phone and stops the ringing Stations may call the door phone directly and monitor the surrounding areas Door phones follow the system ring mode plan Easylink Interface Easylink provides simple control of stations access to a user s personal information manager and many other features Easy Call Plus Ca...

Page 52: ...tary needs to communicate with the executive while the latter is in DND mode pressing the corresponding executive key on the secretary s keyset results in an Auto Answer internal call being made to the executive providing the executive is free The software has a system wide option to allow the stations to ring rather than auto announce the executive secretary calls A station can only be the execut...

Page 53: ...atures Hot Line Stations can be programmed to automatically call a pre defined station or station group whenever that station goes off hook A hot line delay timer of 0 250 seconds can be programmed to allow sufficient time to make a different call if required In Group Out of Group Individuals assigned to a station hunt group may temporarily remove their telephones from the group by pressing the In...

Page 54: ...dentification high speed call setup and disconnect among other benefits of ISDN calling The 2B D configuration of ISDN allows call information to be delivered via the data channel the D of 2B D thus leaving the bearer channels the B of 2B D available for single use or combined use to provide a wider bandwidth for data and video Large LCD Phone Interface Large LCD phones provide various features su...

Page 55: ...o answer the caller can leave an indication that a message is waiting The message key and keyset status indicator if fitted will flash red at the messaged keyset A single line telephone will receive a distinctive message waiting dial tone Five message waiting indications can be left at a station at any one time Microphone On Off Per Station The microphone can be disabled at any keyset When the mic...

Page 56: ...her system across the network link and station B is busy station A can set a Callback to station B When station B becomes idle the system will ring station A when station A answers the system will ring station B Call Completion No Response CCNR also known as Callback or No Answer Callback When a station A in one system calls a station B in another system across the network link and station B does ...

Page 57: ...he type of DND tone sent across the network link Caller ID CID CID in the forms that are currently available PRI Name and Number and BRI Number will be transported across the network link with the original call Centralised Attendant This feature allows a user in any switch to dial 0 and ring at the designated Central Attendant group Each system on the network requires its own designated attendant ...

Page 58: ...can page any individual zone all internal zones all external zones or all zones simultaneously Using system programming each station may be allowed or denied the ability to make and or receive page announcements to any zone or combination of zones Park Orbits The system has 10 park orbits 0 9 These orbits can be used to park calls prior to paging and allows the call to be retrieved by dialling a p...

Page 59: ...ding to time of day and day of week At any time the system can be manually forced into a specific ring plan It will remain in this plan until manually taken out Holiday Schedule The system has a table of 60 dates that are used to define holidays On a date designated as a holiday the system will remain in a ring plan for that calendar day This feature will override the ring plan timetable Temporary...

Page 60: ...nsferred to that group Station Message Detail Recording SMDR The system provides records of calls made received and transferred Connecting a customer provided printer or call accounting system will allow collection of these records Each call record provides the following details station number outside line number start date start time duration of call digits dialled maximum 18 an account code if e...

Page 61: ... such as operator groups page zones speed dial numbers DISA and customer level programming No internal calling between tenants is permitted Toll Restriction Any outside line may be programmed to follow station toll restriction or follow the toll restriction class assigned to it Each station and trunk can have a dialling class specified by the time plan Allowance and Deny tables set in the system c...

Page 62: ...vailable agent First and second announcements reassure the caller until an agent becomes free Programmable automatic logout removes a station from the group if a call is placed to an unattended station thus preventing unanswered calls A wrap up timer prevents calls to a station for a programmable period to allow the agent to finish up work associated with a previous call NOTE Requires optional har...

Page 63: ...rk connection using the industry standards based H 323 or SIP protocol These standards address the means of transferring voice data and images through IP Internet Protocol networks The cards fit into any universal card slot The system supports a maximum of two MGI3 or five MGI2 cards With VoIP certain compression standards have also been adopted to represent each second of voice with an amount of ...

Page 64: ...ed with a wireless LAN interface Station Features Add On Module Appointment Reminder Automatic Hold Automatic Privacy Background Music Busy Station Callback Busy Station Indications BLF Call Forwarding Call Log Call Pickup Direct Station Selection DSS Do Not Disturb Override Do Not Disturb Programmable Door Lock Release Exclusive Hold Group Listening Headset Operation Hearing Aid Compatible Line Q...

Page 65: ... 64 key AOMs can be added to a keyset A maximum of eight can be installed on an M system and a maximum of 32 on an L system Appointment Reminder Keysets with an alarm key can be used like an alarm clock When programmed for a specific time the keyset will sound a distinctive ring to remind the user of meetings or appointments Alarms can be set for today only or for every day at the same time Up to ...

Page 66: ...orward No Answer O if either busy or not answered in a programmable time Forward Busy No Answer O when in Do Not Disturb DND mode Forward DND These forward destinations can all be different Once a destination has been programmed it can be turned on and off with a programmable key Forward All takes priority over Busy and No Answer conditions An additional option called Follow Me is available This o...

Page 67: ...one When in DND mode calls may be forwarded to another destination See Call Forwarding A keyset without a DND key can activate DND via the feature access code The ANS RLS key or keyset status indicator if fitted will flash rapidly when DND is set There is a programmable option to allow a DDI number to override DND at its ring destination if that destination is a single extension Door Lock Release ...

Page 68: ...r each station to be signalled Message Waiting Light Indication When a message indication is left at a keyset the MESSAGE key will slowly flash red If fitted the keyset status indicator will also flash Single line telephones will receive a distinctive dial tone to notify them that a message is waiting Message waiting indications can be left for any station or group of stations Mute Microphone Hand...

Page 69: ...Some keysets have a number of programmable keys The number depends on the type of keyset e g 14 DS 5014D 21 DS 5021D 24B Euro 12B Euro and so on Each key can be programmed for more than 25 different uses to personalise each phone Examples of key assignments include individual outside line individual station group of lines group of stations and one touch speed dial keys Using these keys eliminates ...

Page 70: ...you can press the LNR key to redial the same number again This operation can be manually repeated for a limited number of attempts as defined by system programming available to keyset users only y MEMO REDIAL When you are calling directory assistance you can store the number you are given using the dial pad and SAVE number feature available to keyset users only y SAVED NUMBER Any number dialled on...

Page 71: ...ation passcode any keyset or single line telephone can be locked and unlocked to control use of each telephone There are three options 0 UNLOCKED 1 LOCKED OUTGOING and 2 LOCKED ALL CALLS 0 UNLOCKED 1 LOCKED OUTGOING 2 LOCKED ALL CALLS Make outside calls YES NO NO Receive outside calls YES YES NO Make internal calls YES YES NO Receive internal calls YES YES NO Tri Coloured Lights Most keysets are e...

Page 72: ...er the account code Call Duration Timer The system can automatically time outside calls and show the duration in minutes and seconds Station users may manually time calls by pressing the TIMER key Call 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 u...

Page 73: ...g this list the user can press a key to dial the person back Investigate This feature allows a selected station with a special class of service to investigate any call in progress at another station If CID information is available for an incoming call the investigating station can see to whom the investigated station is speaking On outgoing calls the investigating station can see who was called Af...

Page 74: ...are easier to select and confirm with the help of the display Identification of Recalls Hold recalls and transfer recalls can be distinguished from other ringing calls Hold recalls indicate the recalling line or station number and the associated name Transfer recalls indicate the recalling line or station and where it is coming from Identification of Transfers The display will identify who transfe...

Page 75: ...to talk to your outside party The other station can view this message and take the appropriate action or respond with another text message Up to 20 messages can be stored in the system memory and sent to another display keyset Only display keysets that are allowed in system programming will receive the TMSG soft key in the display and can use this feature UCD Supervisor Displays When UCD is used m...

Page 76: ...ys you may see Call Handling Idle display shows extension name day date and time This station is camped on to extension 203 and is waiting for 203 to answer This station e g in the sales departm ent is receiving a group call from Mr Smith This display tells you this is a new inco ming call to e g the sales department This station is calling station 203 which is currently busy This station is recei...

Page 77: ... list showing the three initial options The arrow indicates other options available to you by pressing the SCROLL key SAMSUNG BARGE NND DROP This display shows an investigation of a station that is talking to Samsung The investigator can BARGE in to the conversation DROP the call from the system or examine further NND information 13054264100 NEXT NND ANS This display is seen while examining calls ...

Page 78: ...the supervisor data was last cleared It does not necessarily represent calls currently in queue 201 answered 065 calls today The agent at station 201 has answered 65 calls today 124 calls received today The UCD group has received 124 calls today 201 average call time 04 43 The average call length for station 201 is four minutes and 43 seconds average time in queue is 03 51 The average time on hold...

Page 79: ... 5335 01616551234 ABC PLC 1 202 10 24 11 14 08 ALARM RING 1 202 10 24 11 14 27 ALARM RING 1 202 10 24 11 20 10 DND OFF 1 202 10 24 11 20 15 DND ON 1 202 10 24 11 20 20 DND OFF 1 202 10 24 11 22 17 GROUP OUT 1 202 10 24 11 22 21 GROUP IN Auth Call Duration Tenant Code Date Call Made Hrs Mins Secs Telephone No Dialled Account Code Carrier Calling Line ID CLIP Name 1Digit 4 Digits or Received 1 18 Di...

Page 80: ... 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 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 ABAN...

Page 81: ...and is logged out although the condition of the group is now all agents busy the check has been made and the agent busy statistic does not increment Also if a call comes in to 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...

Page 82: ... a call is queuing b Queue time ends when caller is answered by an agent system gets disconnected from C O or caller is transferred to the 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 caller is answered by an agent system g...

Page 83: ... report Calls Answered The total 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 the 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 possibl...

Page 84: ...GE USED 35 EXTERNAL 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 INTERNAL 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 I...

Page 85: ...MC programming 6 A SELECTED TRUNK WAS BUSY Pegged every time a trunk or trunk group was busy regardless of the manner in which it was selected e g DTS key LCR 9 7XX TRK GROUP SELECT SPD External Call Forward DISA 7 INTERNAL CALLS COMPLETED These are all internal calls that were completed to any station station group or device 8 INTERNAL CALLS NOT ANSWERED These are all internal calls that were not...

Page 86: ...2 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 55 or PAGE 1 GROUP A listing of all trunk groups assigned in the system 2 OUTGOING This is the number of outgoing trunk calls made using each trunk group Pegged every time a member of this trunk group was...

Page 87: ...his 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 times this trunk was used to make an outgoing call A valid outgoing call is defined by the SMDR START TIME in MMC programming 7 BUSY This is the number of times this trunk was busy when accessed by a key or dial cod...

Page 88: ...ed 4 NOT ANSD The number of times any trunk call directed to the specific group number was not answered by any member of the group 5 INTERNAL An internal call made from a station or device within the system to the specific group number 6 ANSD This is a count of how many times an internal call was answered by any group member of that specific group D STATION HUNT GROUPS 1 OUTSIDE CALL 5 INTERNAL 2G...

Page 89: ...s the station made a valid outside call An outside call is defined by the SMDR START TIME in MMC programming 8 ICM TRSF This is the number of times a trunk call was successfully transferred to another station It includes both screened and unscreened transfers 9 TRK TRK This is the number of times a trunk call was transferred to another trunk tie line This is called a trunk to trunk transfer This f...

Page 90: ... system to another station 12 ANSD This is the number of times an internal call was answered by this specific station Screened transfers count as an answered internal call 13 DIALLED The number of times the specific station dialled another station or station group Screened transfers count as a dialled internal call ...

Page 91: ...Card In C1 S07 03 14 1999 16 47 00 MJD01 SYNC Failure C2 S02 03 14 1999 16 47 00 MJD02 SYNC Recvry C2 S02 03 16 1999 16 47 00 MNF04 Trunk Fault C1 S08 P03 03 16 1999 16 48 00 MNF05 Trunk Recovery C1 S08 P01 03 16 1999 16 48 00 MNF05 Trunk Recovery C1 S08 P02 03 16 1999 16 48 00 MNF05 Trunk Recovery 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 ...

Page 92: ...leaned and which rooms are available for occupancy Least cost routing function ality ensures that costs are kept to a minimum Hotel software has been developed to interface with most industry leading front of house management systems allowing a bi directional flow of data between external software appli cations and the telephone system Therefore these applications can control the Hotel fea tures m...

Page 93: ...Room Status Each room is assigned a status depending on whether it is occupied cleaned on hold or in need of repair The status may be changed automatically For example when a guest is checked out the room may automatically be flagged as needs cleaning before the next guest can be checked in When a new guest is checked in the status automatically changes to occupied The status can also be manually ...

Page 94: ...r example all extensions on the front desk If one of these extensions leaves a message waiting indication at another phone see Messaging and that phone returns the call the call will ring all extensions in the group Messaging Messages can be quickly and conveniently left for guests if they cannot otherwise be con tacted While on a call the MSG Message or CBK Callback option can be selected at the ...

Page 95: ...ng of a room on expiry of the system Check Out timer See Timers Room Status Reports It is possible to print a room status report on the printer you would normally use for printing invoices You can select which particular status to print e g print a list of all occupied rooms or print a report on the status of all rooms Room Status View RSV Key This feature requires the addition of one or more add ...

Page 96: ...s WAKEUP Key Wake up alarm calls can be set for guests when requested These will ring extensions for a programmable period at the set time s Unanswered wake up calls will alarm to the operator It is also possible to cancel any alarms set before they are activated There is also an option that allows you to print a list of wake up calls set since a guest was checked in NOTE Guests can also set and c...

Page 97: ...Samsung Business Communications Brookside Business Park Greengate Middleton Manchester M24 1GS ...

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