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Calls that are not answered by an agent and go to final destination.

Calls that are sent to the UCD group but callers hang up before being answered.

LONGEST QUEUE TIME TODAY

This shows the longest call in queue today. The queue time is calculated as follows:

Queue time begins when a caller starts to hear the first UCD message.

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:

Queue time begins when a caller starts to hear the first UCD message.

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

4.59

Summary of Contents for OfficeServ 7030

Page 1: ...erning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA SAMSUNG TELECOMMUNICATIONS AMERICA disclaims all liabilities for damages arising from erroneous interpretation or use of information presented in this manual OfficeServ TM 7030 General Description Supports Software Version 4 60 or Higher ...

Page 2: ...to make changes in design or components of equipment as engineering and manufacturing may warrant Copyright 2007 2012 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 ...

Page 3: ...S 5000 SERIES EQUIPMENT 2 5 2 5 2 iDCS SERIES EQUIPMENT 2 7 2 5 3 DCS SERIES EQUIPMENT 2 9 2 5 4 OFFICESERV SMT i SERIES IP EQUIPMENT 2 10 2 5 5 OFFICESERV COMMUNICATOR SOFTPHONE 2 14 2 5 6 OFFICESERV WIRELESS 2 14 2 5 7 SIP DEVICES 2 16 3 SPECIFICATIONS 3 1 ELECTRICAL SPECIFICATIONS 3 1 3 1a I O VOLTAGE OF PSU 3 1 3 2 DIMENSIONS 3 1 3 3 ENVIRONMENTAL LIMITS 3 1 3 4 CABLE REQUIREMENTS 3 2 3 5 RING...

Page 4: ...SAMPLE SMDR PRINTOUT WITH CALLER ID ANI NUMBER 4 56 4 8 SAMPLE OF UCD EMBEDDED REPORT 4 57 4 9 UCD CALL STATISTICS 4 58 4 10 UCD AGENT STATISTICS 4 60 4 11 SAMPLE TRAFFIC REPORT 4 61 4 12 TRAFFIC REPORT OVERVIEW 4 62 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 2 5 5 DISA WARNING 5 2 5 6 UN...

Page 5: ...rotocol SIP as well as the more robust Telephony over IP ToIP The integrated Layer 2 switch module adds powerful access capabilities providing 100 base T data network solution for your office 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 one powerful platform A COMPLETE VO...

Page 6: ... Standard telephones generally called single line sets connect to single line interface cards SM In addition DM 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 external paging music on hold background music and common audible devices All digital and IP telephones utilize a single PCB ...

Page 7: ...are stations and trunks that exist in the software database but do not require a physical connec tion to cards in the cabinet The available virtual device types are listed below 1 Single line telephone SLT 2 Digital telephone DGP 3 IP telephones WIRED ITP 4 Wireless IP handsets WLAN ITP 5 Samsung proprietary network trunk SPNET TRK 6 SIP Trunks SIP TRK 7 SIP Station SIP STN 8 MOBEX Stations MOBEX ...

Page 8: ...Virtual cabinet 1 slots 2 and 3 can be used as physical card slot or virtual card slot depending on the programming in MMC 857 Cabinet 1 slots 2 and 3 are fixed slots This means these two slots can be used for physical card or virtual cards These slots are set as a physical card wired ITP at default and will support 4DM 2DM 4SM 4LM cards When these slots are used as virtual no hardware physical ca...

Page 9: ... Analog Phones 10 Digital Phones 8 IP Phones Softphones 16 AA Voicemail 2 ALL STATIONS TYPES CANNOT EXCEED 20 Trunks Standard SIP Trunks 8 Analog Trunks 4 Networking Trunks 8 MGI Channels 4 MPS Channels 2 Channels Used per Call 16 ALL TRUNK TYPES CANNOT EXCEED 8 MAXIMUM STATIONS TRUNKS VOICEMAIL 30 Other Devices Networking Nodes SPNet via IP 99 99 Limited by IP table Media Gateway Ports MGI 4 Requ...

Page 10: ...f MGI Ports 4 4 MGI Embedded needs MGI license key MAX OF MGI PORTS CANNOT EXCEED 4 Max of Virtual SLI Ports 20 5 virtual slots x 4 ports Max of Virtual DLI Ports 20 5 virtual slots x 4 ports Max of MOBEX 20 5 virtual slots x 4 ports MAX OF VIRTUAL ANALOG DIGITAL STATION PORTS CANNOT EXCEED 20 Max of Network Nodes 99 Max of Station Group Members 16 Max of Virtual Ports Supported 80 4 channels x 20...

Page 11: ...lt data to meet the end user s requirements The system comes up default in a 4 CO line by 8 station squared configuration with Caller ID enabled and 2 ports of voicemail auto attendant Voicemail ports require a license key The OfficeServ 7030 provides two methods to program the system from a personal computer Access the system s embedded Device Manager programming interface using Internet Explorer...

Page 12: ...n resources such as 2 built in single line ports MGI channels MPS channels DTMF sender receivers page relays etc The 7030 base cabinet has 4 slots to mount boards and AC to DC power sup ply a battery backup connector and power on off switch The cabinet is designed to be wall mounted or placed on a table top Slot 1 is exclusively used for 2 single line ports Slot 2 and 3 are universal and can be us...

Page 13: ...711 G 729A CODECs IP Trunking SIP T 38 Fax CODEC Inband or Out of band signaling of DTMF tones The OfficeServ 7030 can network using SP Net over IP to other Samsung OfficeServ systems COMMON RESOURCES The 7030 provides common resources standard equipment that are shared through the system to support var ious system functions These are MISCELLANEOUS FUNCTIONS The 7030 provides hardware and circuits...

Page 14: ...xpansion units The 4SM does not contain any over voltage protection and is not qualified an OPX It also does not contain DTMF receivers but instead shares the system DSP resources The OfficeServ 7030 SLI ports support caller ID to single line telephones and loop open disconnect signalling Connecting multiple telephones to a port may result in incorrect operation or damage to the card The main func...

Page 15: ...ction function of 100 base T and Full Half duplex Layer 2 switch function 2 4 OPTIONAL BOARDS Base board can mount a modem board The modem board has the following functions A modem board can be mounted on the main unit The modem board has a 2 Wire Full Duplex modem that can be used with all the OfficeServ 7000 Series systems Be careful of the direction of the modem board when mounting demounting t...

Page 16: ...rogrammable keys with tri colored lights Five fixed function keys Terminal Status Indicator Built in speakerphone 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 8 32 character display 2 x 16 with three associated soft keys and a scroll key 7 programmable keys with tri colored lights Five fixed ...

Page 17: ...to any keyset to provide additional programmable keys The maximum number of DS 5064B AOM per system is limited by the available DLI ports Note This AOM can be used with an IP keyset The cosmetic design matches both the DS 5000 and ITP 5100 keysets A DM port is required for this AOM 2 6 FIGURE 2 9 ...

Page 18: ...nction keys Terminal Status Indicator Built in speakerphone 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 12 32 character display 2 x 16 with three associated soft keys and a scroll key 8 programmable keys with tri colored lights Four fixed function keys Terminal Status I...

Page 19: ... the available DLI ports Requires a DM port Available in dark gray iDCS 14B STRIP See Figure 2 14 14 programmable keys with red lights A maximum of one can be added to any 28D or 18D keyset to provide additional programmable keys Does not require a DM port Available in dark gray Note The KDB D KDB S F modules are not supported on the iDCS and DS keysets on the OfficeServ 7030 system 2 8 FIGURE 2 1...

Page 20: ...xterior 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 2 5 3 DCS SERIES KEYSETS Samsung s earlier DCS model phones and AOMs version 1 2 or higher will work on the OfficeServ 7030 system 32 character display 2 x 16 with three associated soft keys and a scroll key FIGURE 2 16 FIGURE ...

Page 21: ...ect for administrative use and routine answering and dialing 14 button phone with backlit display Intuitive interface for easy navigation Easy access to call logs voicemail directory etc Supports Gigabit adapter for large data transfer FIGURE 2 19 SMT i5230 see Figure 2 19 Desiless model is excellent for sales staff with numerous contacts that frequently change View five numbers at once scroll up ...

Page 22: ...yle and personalization Caller ID with photo visual phone book Downloadable ring tones and pictures Supports Gigabit adapter for large data transfers XML browser FIGURE 2 21 SMT i5264 see Figure 2 21 64 programmable keys IP add on module Powered by PoE or external AC adaptor max 5 8W Registered as a Samsung IP Phone High Angle 7 7 H x 5 4 W x 5 1 D Low Angle 5 2 H x 5 4 W x 7 6 D Can be used with ...

Page 23: ...et Jack RJ 22 No Yes Yes Yes Gigabit Adaptor No Yes Yes Yes HD Voice G 722 No Yes Yes Yes PoE Yes Yes Yes Yes External USB Port No No No One Support USB Bluetooth Dongle No No No Yes Support USB Camera No No No Yes Import Export Phone Book to USB Memory No No No Yes Wall Mount Yes Yes1 Yes1 Yes1 Two Positions Desk Mount No Yes Yes Yes Phone Books Items 100 100 100 500 Call Logs 100 100 100 300 Sho...

Page 24: ...ementation of OfficeServ Communicator Softphone 2 5 6 OfficeServ Wireless WIRELESS LAN ACCESS POINT SMT R2000 See Figure 2 23 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 Highli...

Page 25: ...aller 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 incomin...

Page 26: ... one license per device 3 Some SIP devices have buttons dedicated to special features such as conference buttons These types of but tons rarely conform to the standard SIP protocol and exist to provide enhanced features in specific manufac turer s systems These buttons may or may not work with Samsung systems and as such are not supported Only basic call delivery and acceptance can be guaranteed 4...

Page 27: ...e 100 120 VAC 2A 50 60 Hz DC 48V 1 5A Battery Backup Output Voltage DC 54V 0 5A Max 15W DC 5V 3 0A Max 15W DC 12V 1 8A Max 21 6W Maximum Power Consumption PSU 63 6W HEIGHT WIDTH DEPTH OfficeServ 7030 Cabinet 2 875 12 56 14 31 FIGURE 3 1 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 BTU MAXIMUM LOAD 70 LOAD Wattage ...

Page 28: ...ording to the country and can be modified by MMC pro gramming Note The ON OFF cycle can be adjusted by changing the values of the system database 3 2 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 2 PR TWISTED 24 330 100 3 5 1a SYSTEM RING CYCLES R...

Page 29: ... OFF CYCLE DIAL TONE 1000 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 LIN...

Page 30: ...andon Lists 100 CID Name Translation Entries 1000 Call Buttons per Station 8 Call Log Entries 2000 Call Log per Station 50 OfficeServ 7030 Feature Capacities 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 Emergency Override Code Entries 8 Holid...

Page 31: ...all List Caller ID on SMDR Number to Name Translation Caller ID to Analog Port Caller Identification Caller ID 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 OfficeServ Softphone OfficeServ Communicator OfficeServ Messenger Conference Confe...

Page 32: ...tions SIP Services 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 or Station Eight Dialing Classes Special Code Table Toll Restriction Override Tone or Pulse ...

Page 33: ... 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 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 interrup...

Page 34: ...dition if the AA group is busy when the reminder call is answered the system will play a designated MOH source to the user Alternatively System programming can define an external music source to be played when the Appointment Reminder is answered AUDIO RINGBACK TONES Audio ringback tones allow a caller to hear a custom recording in place of standard ringback tone when call ing to the OfficeServ sy...

Page 35: ...stical and historical reports are available to assist supervisors in managing a call center See Call Center AUTOMATIC HOLD While a keyset user is engaged on an outside C O call pressing another trunk key route key or CALL button automatically places the call on hold when Automatic Hold is enabled Pressing TRSF CONFERENCE PAGE or a DSS key always automatically places a C O call on hold Intercom cal...

Page 36: ... monitoring and wallboard dis plays NOTE Some features require optional hardware or software Ask your authorized Samsung Dealer for details Agent Busy Manual Wrap Up Key This UCD group feature allows an agent to have a programmed button that when depressed will remove the keyset from free status within the group The agent can depress the button again to return the keyset to free status This provid...

Page 37: ...ch group and one station can be given supervisor status for mul tiple UCD groups The group supervisor using a display keyset can log agents in and out of the group in real time to help manage the workload Printed Reports UCD supervisor positions using a display keyset may run printed reports to a customer provided printer showing the data available from the supervisor displays These reports can be...

Page 38: ...he designated destination If desired the destination station may redirect the call back to the forwarded sta tion by using the transfer feature The forwarded station user can continue to originate calls as usual If no key is programmed as Forward All the TRSF key lights steady when a Forward All condition is set Busy This feature forwards all calls only when the station set is busy The station use...

Page 39: ...ed on hold at a station other than the station placing the call on hold This feature allows calls to be answered at one keyset and placed on hold at another station This allows time for the user to proceed to that station or allows the party that the call was intended for to have that call placed at their station The call or trunk button will flash at the remote hold station NOTE Intercom calls ca...

Page 40: ... button or dial a camp on code CALLER ID FEATURES The following features apply to all forms of Caller Identification however to make them easier to read caller identification is referred to as Caller ID Name Number Display Each LCD keyset user can configure their display to see the name and number in the display on all inbound direct calls Next Call In the event that you have a call waiting or a c...

Page 41: ...LEAR the entry or DIAL the number You can see the NND key 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 inc...

Page 42: ...nal page zones COMPUTER TELEPHONY INTEGRATION CTI Computer Telephone Integration CTI allows integration between the OfficeServ 7030 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 7030 Off...

Page 43: ...nse Interface to the OfficeServ Messenger application for chat and collaboration with other users Access is granted by purchasing PC User seats for your OfficeServ Messenger License 2 Softphone Mode Ideal for telecommuters and road warriors Process internal and external calls as if you were in the office with a software IP phone that has much of the functionality of a physical IP station for more ...

Page 44: ...an licensing through the OfficeServ Link the OfficeServ Messenger carries its own license This allows you to implement the Messenger software without the need to disrupt other CTI applications Users connect to the OfficeServ Messenger through the OfficeServ Communicator application Upon connec tion the Communicator provides a Messenger Contacts interface dedicated to the following OfficeServ Messe...

Page 45: ...ed to an SLI card receive a discon nect signal upon termination DATABASE PRINTOUT A copy of the customer database can be obtained by using the Web Management program This information can be directed to a printer or the PC screen and may be done either on site or remotely A complete data base or specific data blocks may be obtained DAYLIGHT SAVING TIME AUTOMATIC The system has a table that can be p...

Page 46: ... DOOR LOCK RELEASE PROGRAMMABLE After answering a call from the door phone users can dial a code to activate a contact closure This can be used to operate a customer 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 DM port Pressing the button on the...

Page 47: ...roup numbers can be three or four digits beginning with the digit 5 Using digits other than 2 3 or 5 will require the technician to change other default feature access codes in the system default numbering plan User guides may need to be modified as these are all written using the OfficeServ 7030 default numbering plan GROUP BUSY SETTING This feature provides a busy signal to intercom callers that...

Page 48: ...e line IP KEYSETS The OfficeServ 7030 system allows the use of Samsung proprietary keysets that use Internet Protocols IP for voice and data transport They may be local to the system or installed in a remote location via a LAN WAN The OfficeServ 7030 can support up to 16 IP stations An IP station is considered to be any of the following SMT i3105 SMT i5200 Series ITP 5100 Series Softphone or wirel...

Page 49: ...e no answer condition the caller can leave an indica tion that a message is waiting The message button will flash red at the messaged keyset A single line phone connected to a 4SM will not flash 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 mailbox The MW key is programmed with an e...

Page 50: ... den by some of the other settings such as station music on hold DID MOH and UCD MOH Each UCD group can have a designated music source to be played while a caller is in queue Each entry in the DID translation table can have a designated music source to be played when a caller to that DID number is placed on hold MUSIC ON HOLD SOURCES The OfficeServ 7030 provides for up to five different types of M...

Page 51: ...ar as a ringing call on the second call button The Auto camp on feature will not work on calls across a network link if set to ON in MMC 110 Call Pick up Across the Network This feature allows ringing calls held calls and recalls to be picked up by other stations through the network A station user in a Branch Office can use the Directed Pick up Hold Pick up or Page Park Pick up codes to answers ca...

Page 52: ...k 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 Group Overflow Across the Network Calls to a station group in one Node may overflow after a program mable time to another station group in another Node Intercom Calling ...

Page 53: ...l charges from a mobile phone Now users can simply make an incoming call into the OfficeServ system and get a busy signal followed by a disconnect signal After a short time the system will callback the user s phone and give dial tone from the system This is now an incoming call to the user and not an outbound call Now the user is able to make the call through the OfficeServ without incurring the n...

Page 54: ...amming each station may be allowed or denied the abilities to make and or receive page announcements to any zone or combination of zones External page zones share the 2 common relays with common bell con trol 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 dialing a park code plus the orbit number Calls par...

Page 55: ...s to the customer data The Device Manager is the proprietary programming application used to access and manipulate the telephone system database The Device Manager connects to the system via LAN WAN or serial modem connection to the OS 7030 unit This application runs on a PC Windows 2000 or higher The embedded voice mail system is programmed remotely using Internet Explorer 6 0 or higher to access...

Page 56: ...d machines When connecting cus tomer provided equipment to these extensions compatibility should be checked out before purchase to ensure correct operation Central office ring cadence can be selected for SLT stations This is helpful when optional devices cannot detect OfficeServ 7030 intercom ring cadence SIP SERVICES SIP Session Initiation Protocol Services are supported on the OfficeServ 7000 Se...

Page 57: ...DR The system provides records of calls made received and transferred Connecting a customer provided print er 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 dialed maximum 18 and an account code if entered The system may print a header followed by 50 ca...

Page 58: ...low the toll restriction class assigned to it Each station and trunk can have a different dialing class for each ring plan Special Code Table A Special Code Table of ten entries four digits each allows use of telephone company features such as CID blocking 67 or call waiting disable 70 without interference to toll restriction or LCR The Special Code table allows use of these custom calling feature...

Page 59: ...vered to a user s email inbox can optionally be deleted from the voicemail system to minimize mailbox clutter and reduce system overhead The E Mail Gateway feature can be enabled for up to 5 users by default An additional license can allow the system to provide the feature to all users Unified Voicemail also allows an administrator to be notified in the event of a problem in the E Mail Gateway per...

Page 60: ...onnect up to 99 systems together over a managed IP network 4 SIP Video Phone H 264 The embedded OfficeServ 7030 Media Gateway Interface MGI channels support 4 voice calls using VoIP services per card over an IP network connection The OfficeServ 7030 comes with 4 MGI channels built in and can be activated with the appropriate license key A total of 4 MGI channels can be supported The MGI 16 cannot ...

Page 61: ...he users may either use the WCOS feature code or the authorization code feature Both methods change the class of service to correspond with the station passcode or authorization code that is dialed After the call is completed the sta tion returns to its programmed class of service WIRELESS LAN See Section 2 4 6 4 31 ...

Page 62: ...ne Station Lock Terminal Status Indicator Tri Colored Lights Volume Settings Wall Mountable Keysets STATION FEATURES 4 31 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 an...

Page 63: ...are automatically private The privacy feature can be turned off on a per line basis BACKGROUND MUSIC Keyset users may choose to hear music through 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 BUSY STATION CALLBACK When reaching a busy station callers may request a callback by pressin...

Page 64: ...he call log feature a display keyset user can review up to 50 of the last incoming calls from the Caller ID review list or up to 50 of the last external telephone numbers that were dialed The numbers can be viewed stored and or dialed using the associated soft keys LCR must be enabled for dialing and storing num bers from the CID review list Optional hardware and or software may be needed for Call...

Page 65: ...istant party over the speaker without the microphone turned on HEADSET OPERATION Every keyset can be programmed to allow the use of a headset In the headset mode the hookswitch is dis abled and the ANS RLS key is used to answer and release calls Keyset users may turn headset operation ON OFF by keyset programming or more easily by pressing the headset ON OFF key The headset key lights steady red w...

Page 66: ...line sta tions will receive a tone burst through the handset receiver instead of a ring OFF HOOK VOICE ANNOUNCE STANDARD Keysets may receive a voice announcement while on another call The calling station must have an OHVA key When transferring a call to a busy keyset or while listening to busy signal the station user can press the OHVA key to make an OHVA call to the busy keyset If the called keys...

Page 67: ...signal is received the auto retry feature can be used to reserve the outside line and automatically redial the number for a programmable number of attempts available to keyset users only LAST NUMBER The most recently dialed number on a C O line is saved and may be redialed by press ing the redial key or dialing the LNR access code MANUAL RETRY with LNR When you make an outside call and receive a b...

Page 68: ...us indicator lamp The terminal status indicator light is posi tioned on the top right corner of the keyset above the display The terminal status indicator is a tri colored red green and amber light that provides greater visibility of your keysets status than the individual key LEDs The terminal status indicator provides the following indications Busy Off Hook Steady Red Intercom Ring Flashing Red ...

Page 69: ...y separately adjust the volume of the ringer speaker handset receiver background music page announcement and off hook ring tone WALL MOUNTABLE KEYSETS Each keyset and 64 button module can be wall mounted by reversing the base wedge 4 38 ...

Page 70: ...isplay various combi nations of the following information Station Group Number Name Caller ID Name Caller ID Number DID Name DID Number or specific combinations of the above Consult your Service Technician for setup options and operation Processing outside calls through Samsung Voice Mail System is required to receive Call for Group Number and Group Name display CALL LOGS Display keyset users may ...

Page 71: ...e 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 button to dial the person back The system mus...

Page 72: ...ay 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 options are easier to select and confirm with the help of the display IDENTI...

Page 73: ...d messages After 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 18 display station users can program their own individual ten 10 text messages that can be sent to another di...

Page 74: ...ay model keysets have a large easy to read 32 character liquid crystal display Helpful call processing infor mation is provided so everyday call handling is quick and easy Here are just some of the displays you may see 4 43 ...

Page 75: ...SAMPLE CALLER ID 4 44 ...

Page 76: ...SAMPLE UCD DISPLAYS 4 45 ...

Page 77: ...enus that allow 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 ho...

Page 78: ...ful tool any time 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 ...

Page 79: ... such as directions to a customer VOICE PROMPT PROGRAMMING The OfficeServ 7030 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 7030 automated attendant and voice mail is performed through a web based application called OfficeServ...

Page 80: ...ble Message Retention Retrieve Public Caller Schedule Future Delivery Subscriber Administration Voice Prompted Programming Unified Voicemail 4 5 VOICE MAIL FEATURES DESCRIPTIONS AVAILABILITY SCHEDULE OfficeServ 7030 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 b...

Page 81: ...locking 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 QUI...

Page 82: ...erv 7030 voicemail 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 ...

Page 83: ... can be set from 0 no minimum length to 8 digits This feature is useful for situations where enhanced security is required MULTIPLE ALPHABETICAL DIRECTORIES The OfficeServ 7030 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 subscribe...

Page 84: ...t options for 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 b...

Page 85: ...ports delivery to any standard SMTP mail server Users can view these emails from any standard email client such as Microsoft Outlook The maximum length of an e mail gateway file attachment is 10 minutes E mail gateway messages of more than 10 minutes will only send a notification Two different Unified Voicemail email styles can be defined Notification Only emails include a complete detailing of bo...

Page 86: ...4 55 4 6 SAMPLE SMDR PRINTOUT WITHOUT CALLER ID ...

Page 87: ...4 56 4 7 SAMPLE SMDR PRINTOUT WITH CALLER ID ANI NUMBER ...

Page 88: ... RING 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...

Page 89: ...ondition 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 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 ...

Page 90: ...to hear the first 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 Answ...

Page 91: ...RED 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 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 trans...

Page 92: ...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 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 I...

Page 93: ...ese are the same 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...

Page 94: ... it C INDIVIDUAL 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 tru...

Page 95: ...ce within the 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 ...

Page 96: ...nsferred to another 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 ...

Page 97: ...on Rules and Regulations FCC REGISTRATION NUMBERS KF US A3LKF04BOS7030 MF US A3LMF04BOS7030 UNAUTHORIZED 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 operate...

Page 98: ... in Part 68 of the FCC Rules EQUAL ACCESS REQUIREMENTS This equipment is capable of providing users access to interstate providers of operator services through the use of access codes Modification of this equipment by call aggregators to block access dialing codes is a violation of the Telephone Operator consumers Act of 1990 ELECTRICAL SAFETY ADVISORY Parties responsible for equipment requiring A...

Page 99: ...SSOCIATION The OfficeServ 7030 system has been tested to comply with safety standards in the United States and Canada as listed below C US LISTED 51YL E149091 I T E Telephone Equipment For earlier products the UL Mark is separately shown on the label 5 3 ...

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