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4.40

AGENT SCREEN

This allows the supervisor to monitor how many agents are logged in, check each
agents status (IN GROUP, OUT OF GROUP, or DND), view each agents total number
of calls, average call length or average ring time.

NOTE: Accessing this screen will also allow a Supervisor to change the status of
each agent (IN GROUP, OUT GROUP, or DND).

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Содержание iDCS 100

Страница 1: ...stions concerning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA 2700 NW 87th Avenue Miami FL 33172 telephone 305 592 2900 SAMSUNG TELECOMMUNICATIONS AMERICA discl...

Страница 2: ...make changes in design or components of equipment as engineering and manufacturing may warrant Copyright 2002 Samsung Telecommunications America All rights reserved No part of this manual may be repro...

Страница 3: ...ITS 3 2 3 4 CABLE REQUIREMENTS 3 2 3 5 SYSTEM TONES 3 2 3 6A KEYSET KEY LED INDICATIONS 3 4 3 6B TERMINAL STATUS LED INDICATIONS 3 4 3 7A RESERVE POWER DURATION ESTIMATES 3 5 3 7B RESERVE POWER DURATI...

Страница 4: ...RMATION 5 1 RADIO FREQUENCY INTERFERENCE 5 1 5 2 FCC REQUIREMENTS 5 1 5 3 TELEPHONE COMPANY INTERFACES 5 2 5 4 SAFETY TESTS 5 3 5 5 MUSIC ON HOLD WARNING 5 3 5 6 EQUAL ACCESS REQUIREMENTS 5 4 HOME PAG...

Страница 5: ...iDCS 100 GENERAL SYSTEM DIAGRAM 1 1 HOME PAGE Table of Contents...

Страница 6: ...g s customary large easy to read displays and LEDs in the button design make them much easier to use In many instances sophisticated features are made simple through the use of friendly display prompt...

Страница 7: ...RVICE UNIT AND EXPANSION CABINET TYPE A UNIVERSAL SLOT 4 UNIVERSAL SLOT 5 UNIVERSAL SLOT 1 UNIVERSAL SLOT 2 UNIVERSAL SLOT 3 2 SLI SLOT MEM SLOT MISC SLOT SVMi 8 TEPRI UNIVERSAL SLOT 6 1 3 HOME PAGE T...

Страница 8: ...KEY SERVICE UNIT AND EXPANSION CABINET TYPE B UNIVERSAL SLOT 4 UNIVERSAL SLOT 5 UNIVERSAL SLOT 1 UNIVERSAL SLOT 2 UNIVERSAL SLOT 3 2 SLI SLOT MEM SLOT MISC SLOT S V M i 8 TEPRI 1 4 HOME PAGE Table of...

Страница 9: ...5 Installing SVMi 8 reduces the maximum number of stations by 8 Installing the SVMi 4 card reduces the maximum number of stations by 4 6 Only eight KDbs can be installed in the system and they must be...

Страница 10: ...bering plan This numbering plan is flexible and may be changed if so desired The technician customizes this default data to meet the end user s requirements The system can be programmed from any displ...

Страница 11: ...2 and they consist of a metal case containing a backplane PCB The first type of expansion cabinet type A comes with connectors for three expansion cards and a fourth connector for either a Samsung Pl...

Страница 12: ...rd used on the DCS Compact and 50si 2 x 4 DLI This card provides two Caller ID compatible loop start C O interfaces and four 1B D DLI ports KDb s cannot be used with this card This is the same card us...

Страница 13: ...Direct Inward Dialing Ground start lines E M tie lines or two way DID calling When the card is programmed as a PRI it will provide 23 bearer channels and 1 data channel 23B D This card can only be in...

Страница 14: ...an SLI port for the connection of a standard telephone device NOTE The SLI port on a KDb SLI cannot provide disconnect signal or OPX protection FKDBF The standard speakerphone mode of operation for a...

Страница 15: ...Attendant card for the DCS Compact DCS 50si and iDCS 100 It is designed to meet the demands of the sophisti cated voice mail user without sacrificing simplicity The SVMi 4 may act as an Auto Attendant...

Страница 16: ...er handset and ringer volumes Desk or wall mounted Available in dark gray or light gray iDCS 18D KEYSET See Figure 2 8 32 character display 2 x 16 with three associated soft keys and a scroll key 18 p...

Страница 17: ...ht selectable ring tones UP DOWN buttons for digital control of speaker handset and ringer volumes Desk or wall mounted Available in dark gray or light gray iDCS 64B AOM See Figure 2 10 64 programmabl...

Страница 18: ...three associated soft keys and a scroll key Built in speakerphone 12 programmable keys six with tri col ored LEDs Four fixed function keys UP DOWN buttons for digital control of speaker handset and ri...

Страница 19: ...approved for direct connection to the public telephone network FCC A3LKOR 24627 TE T REN 0 9B UL LISTED 19X9 FILE ETI 8093 32 Button Add On Module AOM see Figure 2 15 32 programmable keys Two fixed f...

Страница 20: ...or Phone Interface Module DPIM and Door Phone see Figures 2 18 and 2 19 The DPIM adapts any DLI circuit for use with the door phone unit Commonly used to request entry through locked doors interior or...

Страница 21: ...ee Figure 2 20 14 programmable keys with red lights A maximum of one can be assigned to any iDCS keyset to provide additional programmable keys Available in dark gray or light gray FIGURE 2 20 HOME PA...

Страница 22: ...GE CURRENT 0 4 A MAXIMUM DISCHARGE RATE 2 5 A 3 2 DIMENSIONS AND WEIGHTS HEIGHT WIDTH DEPTH WEIGHT iDCS 100 BASIC SYSTEM SINGLE CABINET 18 5 14 5 5 75 20 lb EXPANDED SYSTEM 18 5 20 5 5 75 27 5 lb 12 2...

Страница 23: ...This is the maximum length of the cable between the door phone and the DPIM The DPIM can be installed up to 900 cable feet from the KSU 3 5 SYSTEM TONES TONE FREQUENCIES CADENCE DIAL TONE 350 440 Hz C...

Страница 24: ...nother party Confirmation Tone Very short beeps followed by dial tone indicate you have correctly set or canceled a system feature ERROR TONE A distinctive two level beeping tone indicates you have do...

Страница 25: ...GING INTERNAL CALL GREEN 100 ms 100 ms DND INDICATION RED 112 IPM for 500 ms 500 ms 3 6B TERMINAL STATUS LED INDICATIONS CONDITION LED COLOR LED ON LED OFF BUSY OFF HOOK RED STEADY INTERCOM RING RED 4...

Страница 26: ...75 90 110 160 220 415 24 25 50 70 85 120 175 380 32 20 45 60 75 100 150 330 40 15 35 50 60 80 125 275 48 10 20 45 50 55 75 100 56 10 30 45 50 60 80 These are approximate values based on an idle syste...

Страница 27: ...Hours The table above gives estimated system hold up times for a iDCS 100 system These times are based on an idle system equipped with a fully charged 40 Amp Hour 48 Volt battery pack The hold up time...

Страница 28: ...ystem Directory Toll Restriction By Day or Night By Line or Station Eight Dialing Classes Special Code Table Toll Restriction Override Tone or Pulse Dialing Traffic Reporting Transfer Screened Unscree...

Страница 29: ...count 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 re...

Страница 30: ...veral examples are the following I m sorry There is no answer That station is busy and Invalid number Please try again Two minutes of battery backed random access memory RAM provide up to 48 customer...

Страница 31: ...m has sufficient DTMF receiver resources to handle the expected volume of call traf fic Although ANI provides the number only a name can be attached to the tele phone number of frequent callers via th...

Страница 32: ...ncoming call that provides Caller ID information you may press the STORE key This saves the Caller ID number as a speed dial number in your personal speed dial list The system must be using LCR to dia...

Страница 33: ...The CID Send feature works in conjunction with the DID numbers assigned to a PRI trunk When an outgoing call is made over the PRI the system can be programmed to send as caller id the did number assoc...

Страница 34: ...programmed to allow or deny the ability to forward intercom calls to voice mail When denied valuable message time in the voice mail system can be saved PRESET DESTINATION If desired this feature provi...

Страница 35: ...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...

Страница 36: ...nced 911 or E 911 This service is provided via an ISDN PRI circuit configured for both way DID connected to the TEPRI card CENTREX PBX USE CENTREX and PBX lines can be installed in lieu of central off...

Страница 37: ...presentation of the call to the station on the iDCS 100 SMART CENTRE Smart Centre is an ACD type reporting package that connects to the iDCS 100 CTI link and can provide group status information to a...

Страница 38: ...for up to 10 years At 2 00 am on these dates the system will automatically adjust the system clock to match daylight savings time If no dates are programmed the clock will not change DIALED NUMBER IDE...

Страница 39: ...Each station can be allowed access to or denied access from a trunk or trunk group by access code when LCR is activated When restricted the station user must use a trunk key or a route key DIRECTORY N...

Страница 40: ...nes in the other system to make outside calls Tie line calls can be put on hold transferred and conferenced in the same way as are other outside calls Users accessing the tie line from the other syste...

Страница 41: ...ON While a user is on an outside line pressing the FLASH key will flash the central office or PBX This is used for custom calling features on C O lines or in conjunction with CENTREX PBX operation Sys...

Страница 42: ...the user s phone INCOMING CALL DISTRIBUTION Incoming calls can be assigned to ring a distributed station hunt group This al lows all members of the group to share the call load INCOMING OUTGOING SERVI...

Страница 43: ...not use LCR or a tenant basis Programmable LCR access code Digit analysis table 1000 entries each with ten digits for a iDCS 100 system Routing by time of day and day of week 4 time bands per day Rou...

Страница 44: ...ot use the speakerphone although on hook dialing and group lis tening are still possible MUSIC ON HOLD FLEXIBLE The iDCS 100 allows its music sources to be used in a very flexible manner as follows Ea...

Страница 45: ...tion and when the originating station answers the system will call the destination station Call Forward Busy CFB This is a different feature from the normal call forward busy and is only used when the...

Страница 46: ...of the destination switch Do Not Disturb DND This feature operates in the same manner as in a non net worked switch There is an option in MMC 823 to determine the type of DND tone sent across the netw...

Страница 47: ...lows users to make emergency outside calls from a station that has a forced code such as Account code or authorization code enabled but without re quiring them to enter a forced code The basis of this...

Страница 48: ...PROGRAMMING PC Remote programming allows the technician to access the system database from a remote location for the purpose of making changes to the customer data The mo dem card and a PC using an o...

Страница 49: ...e executive is free SINGLE LINE CONNECTIONS Single line ports allow connection of a variety of single line telephones plus fac simile machines answering machines loud bells computer modems cordless ph...

Страница 50: ...fea tures such as Message Notification DND Callback and Class of Service act as one station This is convenient when an individual has two offices or an office ex tension and a cordless extension NOTE...

Страница 51: ...use of telephone com pany 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 features...

Страница 52: ...s to complete paperwork before receiving the next UCD call CALL STATISTICS UCD supervisor positions using a display keyset can monitor the number of calls in queue the time that the oldest caller has...

Страница 53: ...fit into any universal iDCS 100 card slot The iDCS 100 supports a maximum of one ITM3 card VoIP is transported by the iDCS 100 ITM3 card utilizing the ITU standards based H 323 protocol This standard...

Страница 54: ...tion does affect call quality in any VoIP application WALKING CLASS OF SERVICE This feature allows users to make calls or use features from a station that is re stricted The users may either use the W...

Страница 55: ...DIALING KEYS ON HOOK DIALING PROGRAMMABLE KEYS PROGRAMMED STATION MESSAGES PROTECTION FROM BARGE IN PULSE TO TONE SWITCHOVER REDIAL AUTO RETRY LAST NUMBER SAVE NUMBER REMOTE HOLD RING MODES AUTO ANSWE...

Страница 56: ...ay keysets can also show a programmed message when the alarm rings AUTOMATIC HOLD Station users can enable or disable automatic hold at their keysets While a user is engaged on an outside C O call pre...

Страница 57: ...orward their calls to an external phone number Each outside line may be programmed to either follow or ignore station call forwarding A per station option controls whether internal calls forward to vo...

Страница 58: ...code to acti vate a contact closure for control of a customer provided electronic door lock EXCLUSIVE HOLD Pressing HOLD twice will hold a call exclusively at a station so no other station can pick up...

Страница 59: ...E HANDSET Any keyset user can mute the keyset s handset transmitter by pressing the MUTE key In addition keyset users can also mute the keyset microphone while the keyset is in speakerphone mode OFF H...

Страница 60: ...idual station group of lines group of stations and one touch speed dial buttons Using these keys eliminates dialing access codes The following feature keys have extenders that make them more specific...

Страница 61: ...erphone voice announce through the speaker or receive ringing When the ring mode is selected keyset users can choose one of eight distinct ring tones Forced Auto Answer is invoked by the call ing stat...

Страница 62: ...llowing indications Busy Off Hook Steady Red Intercom Ring Flashing Red Outside Call Ring Flashing Green Recall Ring Flashing Amber Message Waiting Flashing Red Do Not Disturb Fast Flash Red at 1 Seco...

Страница 63: ...ime calls by pressing the TIMER button 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 wit...

Страница 64: ...the call This will influence how the user chooses to handle the call CID ANI REVIEW LIST This feature allows display keyset users to review CID information for calls sent to their stations This list...

Страница 65: ...urrent date and time are conveniently displayed Display keysets can have a 12 or 24 hour clock in either the ORIENTAL or WESTERN dis play format with information shown in upper case or lower case lett...

Страница 66: ...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 PROGRAMMED MESSAGE DISPLAY Preprogrammed st...

Страница 67: ...in check each agents status IN GROUP OUT OF GROUP or DND view each agents total number of calls average call length or average ring time NOTE Accessing this screen will also allow a Supervisor to cha...

Страница 68: ...an off hook voice announcement from station 203 This station is on a conference call with John extension 203 Assume other parties will hear your conversation This station is on a conference call with...

Страница 69: ...the system or examine further NND information This display shows the information on the abandoned call list This call came in on May 25 at 9 41 on line 702 The user can CLEAR the entry DIAL the calle...

Страница 70: ...e are six members in the group Four of the members are currently logged in 202 Sondra STATUS OUT longest wait time is 02 24 The longest call on hold waiting to be answered was for two minutes 24 secon...

Страница 71: ...03 21 13 56 11 00 05 38 T 1 296 725 03 21 13 54 40 00 07 06 O 3055922900217 1 219 717 03 21 14 03 57 00 00 15 O 19544530000 1234567890 Call Type Flag Definitions 0 Outgoing Call DE DISA call with erro...

Страница 72: ...13 57 50 DND OFF 1 279 6398 701 03 21 13 57 32 13 25 O 3056401066 1 219 03 21 14 00 45 GROUP IN 1 219 726 03 21 13 56 11 00 05 38 T 13055922900 SAMSUNG TELECOM 1 296 725 03 21 13 54 40 00 07 06 O 3055...

Страница 73: ...E 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 STATISTI...

Страница 74: ...ced to the group because there is an idle station the all agents busy counter is not incremented If the idle station rings does not answer and is logged out although the condition of the group is now...

Страница 75: ...up before being answered LONGEST QUEUE TIME TODAY This shows the longest call in queue today The queue time is calculated as fol lows a Queue time begins when a caller starts to hear the first UCD mes...

Страница 76: ...er 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 b...

Страница 77: ...NAL 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 7...

Страница 78: ...ing trunk calls to the system These calls are pegged when answered by any device and or station in the system whether it is a new call or a recall 4 INCOMING TRUNK CALLS NOT ANSWERED These are any inc...

Страница 79: ...calls that recalled to the operator group 11 INTERNAL PAGE USED Peg count of every time internal page was accessed 12 EXTERNAL PAGE USED Peg count for every time external page was accessed 13 ALL PAG...

Страница 80: ...ed times divided by the answered call count 4 ANSD This is the number of times this specific trunk was answered by any station or device whether it is a new call or a recall 5 NOT ANSD This is the num...

Страница 81: ...00 205 0000 0000 0000 0000 0000 0000 0000 0000 0000 1 OUTSIDE CALLS These statistics are for outside calls that in any way reach indi vidual stations or devices 2 EXT Listing of all extension numbers...

Страница 82: ...pecific station Picked up calls are calls that are not ringing at your station but were an swered by you This peg count is separate from the number of answered call in 5 of Individual Stations section...

Страница 83: ...M REPORT FOR Apr 17 2002 01 05 04 17 2002 00 59 18 MJD01 Sync Failure SLOT 7 04 17 2002 00 59 18 MJD03 Red Alarm SLOT 7 04 17 2002 00 59 18 MJD21 PCM Loss SLOT 7 04 17 2002 00 59 18 MJD18 T1 Restart S...

Страница 84: ...different circuits 5 2 FCC REQUIREMENTS The IDCS 100 Private Automatic Branch Exchange PABX system complies with part 68 of the Federal Communications Commission Rules and Regulations UNAUTHORIZED MOD...

Страница 85: ...s harm to the telephone network the tele phone company will notify you in advance that temporary discontinuance of service may be required But if advance notice is not practical the telephone company...

Страница 86: ...WARNING As it is impossible to prevent unauthorized access to your telephone system by hackers we suggest that you do not turn the DISA feature on unless you intend to use it If you do use this featur...

Страница 87: ...interstate providers of operator services through the use of access codes Modifications of this equipment by call aggregators to block access dialing codes is a violation of the Telephone Operator Co...

Страница 88: ...d STA Dealer within the warranty period and not later than 30 days after the date of the malfunction whichever occurs first If the USER is unable to identify an authorized STA Dealer USER must provide...

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