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OfficeServ 12 General Description Guide/Ed.01

CHAPTER 4. Business Feature Package

© SAMSUNG Electronics Co., Ltd.

Page 4-9

The system must be using LCR to dial the stored number. If CID REVW ALL in the
User ON/OFF option set to OFF, only calls that are not answered(missed calls) at the
station will be recorded in the Review list.

Investigate

This feature allows selected stations with a special class of service to investigate any
call in progress. If Caller ID information is available for an incoming call, you will
know to whom this station user is speaking. On outgoing calls, you can see who was
called. After investigating, you may barge-in on the conversation, disconnect the call
or hang up.

Abandon Call List

The system has a system-wide abandon call list that stores Caller ID information for
calls that rang but were not answered. The list is accessed using the administrator’s
passcode. When reviewing this list, you are provided options to CLEAR the entry or
DIAL the number. You can see the NND button to toggle between the Caller ID name,
number and the date 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 column printer set for condensed print.

Number to Name Translation

The system provides a translation table for 1000 entries. When the Caller ID number
is received, the table is searched. When a match is found, the system will display the
corresponding name.

1.1.11 Call Forwarding

This feature allows the user to redirect(forward) incoming calls. The calls can be
redirected to the attendant, a hunt group, voice mail, external number or another
station user. If the destination station is in Do Not Disturb(DND), the calling party
will receive DND/Reorder tone. Calls cannot be forwarded to a door phone. The
external number can be set to the forward destination for all kinds of forwarding. So
External, CFB, CFNR and CFU option is removed. When the destination is external
number, the ICM EXT FWD option must be set to ON. If not, the call forwarding
does not accomplished.

ALL CALLS

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Summary of Contents for OfficeServ 12

Page 1: ...f 12 General Description Guide ...

Page 2: ... is the trademark of SAMSUNG Electronics Co Ltd Product names mentioned in this document may be trademarks and or registered trademarks of their respective companies Please read this guide before using the OfficeServ 12 and follow the instructions to use the OfficeServ 12 safely and correctly This manual may be changed for the product improvement standardization and other technical reasons without...

Page 3: ...red in this manual is included in the system Installation and Programming guide The OfficeServ 12 system provides the following manuals for more information 9 General Description Guide This manual provides an overview of the Samsung OfficeServ 12 Enterprise IP Solutions System including system structure and hardware features and facilities and specifications 9 Installation Guide This manual provid...

Page 4: ...se special paragraphs are CAUTION Indicate a potentially hazardous situation which if not avoided may result in minor or moderate injury It may also be used to alert against unsafe practices NOTE Indicates additional information as a reference Console Screen Output 9 The lined box with Courier New font will be used to distinguish between the main content and console output screen text 9 Bold Couri...

Page 5: ...e installation and operation Symbols Caution Indication of a general caution Restriction Indication for prohibiting an action for a product Instruction Indication for commanding a specifically required action CAUTION Barge In without tone may violate laws concerning the right to privacy SAMSUNG Electronics CO is in no way responsible for the possible misuse of this feature CAUTION ...

Page 6: ...OfficeServ 12 General Description Guide Ed 01 SAFETY CONCERNS SAMSUNG Electronics Co Ltd Page IV This page is intentionally left blank ...

Page 7: ...ventions II Console Screen Output II Revision History II SAFETY CONCERNS Symbols III CAUTION III CHAPTER 1 Business Feature Package 1 SYSTEM FEATURES 4 2 1 1 SYSTEM FEATURE DESCRIPTIONS 4 5 2 STATION FEATURES 4 31 2 1 STATION FEATURE DESCRIPTIONS 4 32 3 DISPLAY FEATURES 4 40 3 1 DISPLAY FEATURE DESCRIPTIONS 4 41 ...

Page 8: ...OfficeServ 12 General Description Guide Ed 01 Table of Contents SAMSUNG Electronics Co Ltd Page VI This page is intentionally left blank ...

Page 9: ...OfficeServ 12 system as follows 9 SYSTEM FEATURES 9 STATION FEATURES 9 DISPLAY FEATURES 9 SAMPLE SMDR PRINTOUT WITHOUT CALLER ID 9 SAMPLE SMDR PRINTOUT WITH CALLER ID NUMBER 9 SAMPLE UCD REPORT 9 UCD CALL STATISTICS 9 UCD AGENT STATISTICS 9 SAMPLE TRAFFIC REPORT 9 TRAFFIC REPORT OVERVIEW 9 SAMPLE ALARM REPORT ...

Page 10: ...k Hold Caller ID Review List Investigate Abandon Call List Caller ID on SMDR Number to Name Translation Class of Service Common Bell Control Conference Add On 5 Party Unsupervised Split Computer Telephony Integration CTI TAPI 2 1 Customer Set Relocation Call Forwarding All Calls Busy No Answer Busy No Answer Forward DND Follow Me To Voice Mail Preset Destination Call Forward Busy CFB Networking En...

Page 11: ...Basic Rate Interface BRI Least Cost Routing Live System Programming From any Display phone With a Personal Computer Meet Me Page and Answer Memory Protection Message Waiting Indications Microphone On Off per Station Music on Hold Flexible Music on Hold Sources Ring Modes Time Based Routing Automatic Manual Holiday Schedule Temporary Override Ring Over Page Secretary Pooling Single Line Connections...

Page 12: ... optional hardware and or software Ask your dealer for details Operator Group Overflow Operator Station Group Override Code Paging Internal Zones 4 External Zones 2 All Internal All External Voice Dialing Voice Mail Inband Integration VoIP Networking VoiP Trunk Interface H 323 SIP Walking Class of Service Wireless LAN Service ...

Page 13: ...digits 0 9 Forced Not Verified When set for this option the user must enter an account code for all outgoing calls but the account code is not verified against the system list Non verified account codes can contain the digits 0 9 and Voluntary In this case account 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 inco...

Page 14: ... on hold when Automatic Hold is enabled Pressing TRSF CONFERENCE PAGE or a DSS button always automatically places a Trunk line call on hold Intercom calls can be automatically held only by pressing TRSF or CONFERENCE Each phone user can enable or disable Automatic Hold 1 1 6 Background Music phone users may choose to hear music through their phone speakers when optional external sources are instal...

Page 15: ... tables to calculate the cost of incoming and outgoing calls Rates are calculated by the number dialed and may include surcharges Display phones can be set to show the call duration timer or the call cost The SMDR report will show either the call duration or the call cost depending on the station selection One call handled by multiple callers will cost each call segment separately 1 1 10 Caller Id...

Page 16: ... an incoming call that provides Caller ID information you may press the SAVE button This saves the Caller ID number in the Save Number feature Pressing the SAVE number redial button will dial the Caller ID number The system must be using Least Cost Routing LCR to dial the saved number Store Caller ID Number At any time during an incoming call that provides Caller ID information you may press the S...

Page 17: ...ate 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 column prin...

Page 18: ... feature allows the station user to use both types of forwarding simultaneously provided the destinations have already been entered in the usual manner FORWARD DND This feature works with the Do Not Disturb feature This allows 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 ...

Page 19: ...ure is the same as the normal forward all where all calls to the forwarded station will be forwarded to the forward destination 1 1 12 Call Hold Exclusive Outside calls can be placed on exclusive hold at any phone by pressing HOLD twice during a call Calls placed on exclusive hold can only be retrieved at the phone that placed the call on hold Intercom calls are always placed on exclusive hold 1 1...

Page 20: ...tone is repeated at a programmable interval phones 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 No Answer if a Forward No Answer destination has been set Optionally any station can be programmed to automatically camp on to a busy station instead...

Page 21: ...o or more outside lines and then exit the conference leaving the outside lines connected in an unsupervised trunk to trunk conference SPLIT A phone 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 combination This feature requires individual trunk buttons and auto hold must be enabled 1 1 23 Comp...

Page 22: ...gnments such as trunk ring station group station COS station speed dial button appearances call forwarding etc will follow the Customer Set Relocation program 1 1 25 Data Security Single line extensions used with modems and facsimile machines can be programmed so that they will not receive any system generated tones that would disrupt data transmissions In addition these devices receive DCS Trunk ...

Page 23: ...sonal speed dial number system speed dial number and entry in the DID translation table may be assigned a name maximum 11 characters These names are displayed during calls with these ports and in the case of station and speed dial names can be used to originate calls See the Dial by Name feature Station Features 1 1 32 Disa Security Telephone fraud and long distance theft are a serious concern The...

Page 24: ...ion is used for easily setting the buttons and functions of the digital IP phone through the PC Various convenient features such as the Short Message Service SMS and diary are added to the Easyset Application 1 1 37 Executive Barge in Override The feature allows specially programmed stations with a barge in button to override the automatic privacy of another station or outside trunk Programming al...

Page 25: ...xecutive is free The OfficeServ 12 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 executive of one secretary pool In addition a station cannot be in more than one pool 1 1 39 External Music Interfaces The system provides one input for connecting to customer provided external music sources 1 1 40 Exte...

Page 26: ...can identify if the other party answers the call shall be used to ensure normal service when calling external numbers 1 1 45 In Group Out of Group Individuals assigned to a station hunt group may temporarily remove their telephones from the group by pressing the In Out of Group button providing that there is someone still in the group The OfficeServ 12 has a system wide option to allow all members...

Page 27: ...channels the B of 2B D available for single use or combined use to provide a wider bandwidth for data and video 1 1 51 Least Cost Routing Least Cost Routing LCR is the ability to automatically select the most cost effective central office route for the outside number dialed by any station The OfficeServ 12 LCR program includes the following features 9 Option to use or not use LCR or a tenant basis...

Page 28: ...line phone will receive a distinctive message waiting dial tone Five message waiting indications can be left at any station 1 1 56 Microphone on Off Per Station The microphone can be disabled at any phone When the microphone is disabled the phone cannot use the speakerphone although on hook dialing and group listening are still possible 1 1 57 Music on Hold Flexible The OfficeServ 12 allows its mu...

Page 29: ...ming calls Calls to this group can be set for distributed sequential or unconditional ringing Operators can use the In Out of Group feature to meet flexible operator requirements Operator groups are selectable per ring plan 1 1 60 Overflow OPERATOR When calls ringing a operator group go unanswered they can overflow to another destination after a programmed period of time The operator group has its...

Page 30: ...unk number This feature is in addition to Call Park and Page 1 1 64 Prime Line Selection Any station can be programmed to select a specific line trunk group telephone number station or station group when the handset is lifted or the speaker button is pressed same as Hot Line feature 1 1 65 Private Lines For private line use stations can be prevented from dialing and or answering any line 1 1 66 Pr...

Page 31: ... Trunk 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 week Automatic Manual Ring destinations will automatically change based on 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 ring plan u...

Page 32: ...y The OfficeServ 12 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 system and station This feature requires a display phone 1 1 76 OfficeServ News Spot Call Plus The caller information is displayed on the LCD screen of the phone and the user s PC screen Spot News Information from the Internet and internal i...

Page 33: ...stations 1 1 80 System Maintenance Alarms The OfficeServ 12 continuously performs internal system diagnostics When either a major or minor fault is detected the system can ring stations with an ALARM BUTTON assigned The phone display shows information that includes the description location and date and time stamp for each alarm A log of 100 alarms are stored in a buffer and can be reviewed at a di...

Page 34: ...s to follow or bypass a station s toll restriction class In addition users may make calls from a toll restricted station by using the walking class of service or authorization code feature 1 1 85 Tone or Pulse Dialing Outside lines can be programmed for either tone or pulse dialing to meet local telephone company requirements 1 1 86 Traffic Reporting The OfficeServ 12 system can store peg counts f...

Page 35: ...voicemail box without navigating through menus 1 1 92 VoIP Networking The MGI card is required for calling another system through VoIP Networking The OfficeServ 12 networking feature allows up to 4 OfficeServ 12 systems to be connected together with some basic feature transparency The physical connection between the systems is via LAN connection and is based on the Q SIG specification The followin...

Page 36: ...ernal This feature operates in the same manner as a non networked system with the exception that because calls across a network link are trunk calls network calls do not follow the ICM FWD EXT ON OFF setting in MMC 210 It is therefore suggested that this setting be set to ON in a networked switch to avoid confusion in operation between networked and non networked calls Call Intrusion Barge In This...

Page 37: ... access code for a call within the network LCR can also be programmed to route calls across a network link to access local trunks in another networked system Centralized Voice Mail with Message Waiting Lights This feature will only operate with SVM 400 voicemail system only Users in one node can call forward CFNR CFB CFU to the Cadence group in a different switch and messages left in that switch w...

Page 38: ...OfficeServ 12 General Description Guide Ed 01 CHAPTER 4 Business Feature Package SAMSUNG Electronics Co Ltd Page 4 30 LAN service using mobile phone WIP5000M PC and PDA loaded with the wireless LAN card ...

Page 39: ... OVERRIDE DO NOT DISTURB PROGRAMMABLE DOOR LOCK RELEASE EXCLUSIVE HOLD GROUP LISTENING HEADSET OPERATION HEARING AID COMPATIBLE LINE QUEUING WITH CALLBACK LINE SKIPPING LOUD RINGING INTERFACE MANUAL SIGNALLING MESSAGE WAITING LIGHT INDICATION ON HOOK DIALING PRIVACY RELEASE PROGRAMMABLE BUTTONS PROGRAMMED STATION MESSAGES PROTECTION FROM BARGE IN PULLOUT DIRECTORY TRAY PULSE TO TONE SWITCH OVER RE...

Page 40: ... today only or for every day at the same time Up to three alarms may be set at each phone Display phones can also show a programmed message when the alarm rings 2 1 3 Automatic Hold Station users can enable or disable automatic hold at their phones While a user is engaged on an outside Trunk line call pressing another trunk button route button or CALL button automatically puts the call on hold whe...

Page 41: ... user to set a Forward All condition from his her station to another station while at the remote station To display the Follow Me condition the TRSF button lights steady red at the station that is forwarded The TRSF button also lights if Forward All is set and no button is programmed for Forward All Phone users can set the external destination for all kinds of forwarding Each outside line may be p...

Page 42: ...e for each station Parties calling a station in DND will receive reorder tone When in DND mode calls may be forwarded to another destination See Forward DND option A phone without a DND button can activate DND via the feature access code The ANS RLS button will flash at 112 ipm rapidly when DND is set There is a programmable option to allow a Trunk line to override DND at its ring destination if t...

Page 43: ...ing device This relay can be programmed to operate with a specific station or station group 2 1 21 Manual Signalling Phones can signal each other via a programmable button This allows one station to alert another without establishing a voice conversation Each press of the button results in a 500 milliseconds of ring tone being set to the intended station An individual manual signaling button must ...

Page 44: ...Buttons Frequently used speed numbers can be assigned to one touch dialing buttons for fast accurate dialing 2 1 28 On Hook Dialing Any phone 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 2 1 29 Privacy Release This feature will allow another station to join in on your conversation by t...

Page 45: ...y located beneath all phones It is used to record station directory names and speed dial numbers 2 1 34 Pulse to Tone Switchover When dialing a number on a dial pulse network a station user can dial and the OfficeServ 12 system will begin to send DTMF 2 1 35 Redial There are three types of external redial available to all station users Each type can redial up to a maximum of 18 digits 9 AUTO RETRY...

Page 46: ...s 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 2 1 38 Ringing Preference Lifting the handset or pressing the speaker button automatically answers a call ringing at the phone Using this method users are assured of answering the oldest call first When ringing preference is turned off the u...

Page 47: ...ave six of these buttons To avoid confusion your calls always light green other calls show red and recalls light amber 2 1 41 Volume Settings Each phone user may separately adjust the volume of the ringer speaker handset receiver background music page announcement and off hook ring tone 2 1 42 Wall Mountable phones Each phone add on module and 64 button module can be wall mounted by reversing the ...

Page 48: ...MER IDENTIFICATION OF RECALLS CALL FOR GROUP IDENTIFICATION IDENTIFICATION OF TRANSFERS CALL PROCESSING INFORMATION MESSAGE WAITING CALLER NUMBER CALLER ID INFORMATION OUTSIDE LINE IDENTIFICATION CALLING PARTY NAME OVERRIDE IDENTIFICATION CALLING PARTY NUMBER PROGRAMMED MESSAGE DISPLAY CONFERENCE INFORMATION SOFT BUTTONS DATE AND TIME DISPLAY STOPWATCH TIMER DIALED BY NAME TEXT MESSAGING DIALED NU...

Page 49: ...nvaluable Displays such as CALL FROM 203 TRANSFER TO 202 701 RINGING TRANSFER FM 203 708 busy Camp on to 204 Recall from 204 Call for 501 message from 204 and FWD ALL to 204 keep users informed of what is happening and where they are In some conditions the user is prompted to take action and in other cases the user receives directory information 3 1 5 Caller ID Information Caller ID information is...

Page 50: ... 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 the stored number Investigate This feature allows selected stations with a special class of service to investigate any call in progress If Caller ID information is avai...

Page 51: ...eniently displayed Display phones can have a 12 or 24 hour clock in either the WESTERN or ORIENTAL display format with information shown in upper case or lower case letters 3 1 10 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 Sy...

Page 52: ...s display this name before the call is answered This feature is helpful when individual lines must be answered with different greetings 3 1 17 Override Identification If another station barges in on a user s conversation the display will alert the user with a Barge from 2xx display if the system is set for barge in with tone 3 1 18 Programmed Message Display Preprogrammed station messages set by o...

Page 53: ...sage 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 There are additional Text Messages per station basis Only the display phones that are allowed in system programming will receive the TMSG soft button in the display and can use this feature ...

Page 54: ... Samsung Electronics Co Ltd All rights reserved Information in this document is proprietary to SAMSUNG Electronics Co Ltd No information contained here may be copied translated transcribed or duplicated by any form without the prior written consent of SAMSUNG Information in this document is subject to change without notice Visit us at http www samsungnetwork com ...

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