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4-40

Chapter 4

Business Feature Package

SAMPLE UCD REPORT

UCD GROUP 529 : SALES

FROM: SUN 02 Feb 00:00
TO  :  SUN  02  Feb  02:54

CALL STATISTICS
===============
AVERAGE RING TIME(TIME TO ANSWER)......00:40
NUMBER OF TIMES ALL AGENTS BUSY........00002
AVERAGE TIME IN QUEUE..................00:51
TOTAL CALLS RECEIVED...................00011
LONGEST QUEUE TIME(TODAY)..............02:14
TOTAL CALLS ABANDONED..................00004

AGENT STATISTICS
================
MEMBER

AGENT

NAME

CALLS

AVERAGE

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 ABANDONED..................00001

AGENT STATISTICS
================
MEMBER

AGENT

NAME

CALLS

AVERAGE

RING

ANSWERED

CALL TIME

TIME

--------------------------------------------------------
01

223

FRED

0012

02:33

00:08

02

213

JANE

0010

01:04

00:04

Содержание iDCS500

Страница 1: ......

Страница 2: ......

Страница 3: ...only and may be trademarks and or registered trademarks of their respective companies Product specifications subject to change without notice No part of this manual may be reproduced in any form or by...

Страница 4: ...al codes for possible special disposal instructions SAVE THESE INSTRUCTIONS 2 Battery Back up connector a CAUTION To reduce risk of fire and injury to persons use only a sealed nickel cadmium or lead...

Страница 5: ...ual is included in the system Installation and Programming guide The iDCS 500 system provides the following manuals for more information y General Description Guide This manual provides an overview of...

Страница 6: ...vi iDCS 500 General System Diagram...

Страница 7: ...PSU B 3 1 ELECTRICAL SPECIFICATIONS PSU 60 3 1 DIMENSIONS AND WEIGHTS 3 2 ENVIRONMENTAL LIMITS 3 2 CABLE REQUIREMENTS 3 2 SYSTEM TONES 3 3 KEYSET LED INDICATIONS 3 4 RESERVE POWER DURATION ESTIMATES i...

Страница 8: ...2 10 Figure 2 4 64 Button iDCS AOM 2 11 Figure 2 5 14 Button iDCS AOM 2 11 Figure 2 6 LCD 24B Euro Keyset 2 12 Figure 2 7 STD 24B Keyset 2 12 Figure 2 8 STD 12B Keyset 2 12 Figure 2 9 6B LCD Model Ke...

Страница 9: ......

Страница 10: ...oor phones serial interface devices 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...

Страница 11: ...nnected to the DC bus for external battery backup Each cabinet also has four 4 Digital Signal Processor DSP channels for use as DTMF receivers or tone detectors Single Cabinet System A single cabinet...

Страница 12: ...he SCP card or LCP card Adding one expansion cabinet makes the system a two cabinet system with 17 universal card slots see Figure 1 2 This allows a maximum of 240 stations or 232 lines when using TEP...

Страница 13: ...ocessor resides in a dedicated slot 10 and therefore does not deplete the number of universal card slots In addition the MCP card must be equipped with a ESM daughter board and a IPM daughter board On...

Страница 14: ...This expands to 2 5 Mbytes with the IPM installed and to 3 0 Mbytes with the addition of the optional LAN interface module LAN Microprocessors The iDCS 500 uses distributed processing Its primary pro...

Страница 15: ...ay keyset without interrupting system operation There are three levels of programming technician customer and station The technician level has access to all programs and can allow the customer access...

Страница 16: ......

Страница 17: ...mounted in a standard nineteen inch 19 equipment rack after removal of the side panels and their supporting brackets Each cabinet is comprised of the following y Eight interface card slots y One dual...

Страница 18: ...ired to support the Expanded Switching Module ESM in a multiple cabinet system The second daughter board position LOC2 can support the MFM the SCM the RCM or the Local Area Network LAN board in a sing...

Страница 19: ...ards allowed per position LOC1 MFM SCM RCM LOC2 MFM RCM and MISC LOC3 MFM RCM NOTE Only one of any type of daughter board may be installed on any processor card Local Control Processor LCP The Local C...

Страница 20: ...position LOC2 or LOC3 of the Main Control Processor and provides a 10BASE T Ethernet LAN connection In addition to the LAN connection the LAN board provides 0 5 megabytes of SRAM to support the incre...

Страница 21: ...RCM is to provide R2 MFC senders and receivers to the system although these are not used in the US The system can support up to three of these cards for a total of 42 CID receivers The RCM consists of...

Страница 22: ...d provides access to the two serial I O ports on the Main Control Processor MCP card The IOM board also has provision to have an internal 56K V 90 installed on it see Modem Daughter Board section When...

Страница 23: ...rd slot in all cabinets E M This card contains four 2 wire E M tie lines type five interface configuration It can be inserted in any universal card slot in all cabinets This card can be used for two w...

Страница 24: ...DSP resources It can be inserted in any universal card slot in all cabinets Each port on this card is intended for connection to one telephone Connecting multiple telephones to a port may result in i...

Страница 25: ...ion or a combination of both For more information about the Automated Attendant and UCD see Chapter 4 System Features section SVMi 8 The SVMi 8 Voice Mail system is a fully integrated Auto Attendant V...

Страница 26: ...rk gray or light gray 18 Button iDCS Keyset y 32 character display 2 x 16 with three associated soft keys and a scroll key y 18 programmable keys with tri colored lights y Four fixed function keys y T...

Страница 27: ...programmable keys y A maximum of 4 per DCS System y Available in dark gray or light gray 14 Button iDCS AOM y 14 programmable keys with red lights y A maximum of one can be assigned to any keyset to p...

Страница 28: ...peakerphone y 24 programmable soft keys 16 with tri colored LEDs y Four fixed function keys y UP DOWN buttons for digital control of speaker handset and ringer volumes y Eight selectable ring tones pe...

Страница 29: ...BLE KEYS WITH TRI COLOURED LIGHTS Used to call stations directly to indicate busy conditions of other stations for One Touch dialing and many other system features y VOLUME CONRTOL KEYS Used to set in...

Страница 30: ...y HOLD KEY y SPEAKER KEY y 16PROGRAMMABLE KEYS WITH RED LIGHTS Used to call stations directly to indicate busy conditions of other stations for One Touch dialing and many other system features y SPEA...

Страница 31: ...ge Waiting Ring Indicator y Desk or wall mounted y Ring volume control y Four available ring tones y Available in almond and black NOTE This single line telephone set is FCC approved for direct connec...

Страница 32: ...damage to the card See the installation manual Chatper 3 for details KDB SLI This is a daughter board that can be installed only in the 12 or 24 button keyset The KDB SLI will provide one additional S...

Страница 33: ......

Страница 34: ...88 132 VAC 48 63 Hz 220 240 180 260 VAC 48 63 Hz POWER CONSUMPTION MAX 150 WATTS MAX PER PSU FUSE RATING 5 AMP BTU RATING MAX XX BTU MINUTE DC OUTPUT 5 VOLTS 7 0 AMPS MAX 5 VOLTS 1 5 AMPS MAX 48 VOLT...

Страница 35: ...5 3 88 1 25 6 8 oz ENVIRONMENTAL LIMITS OPERATING TEMPERATURE 32 104 F 0 40 C STORAGE TEMPERATURE 13 158 F 25 70 C HUMIDITY 10 90 non condensing CABLE REQUIREMENTS EQUIPMENT CABLE AWG MAX FEET MAX ME...

Страница 36: ...TONE Ringback Tone Indicates the station you dialed is ringing RINGBACK TONE 1000ms ON 3000ms OFF Busy Signal Indicates the station you dialed is busy BUSY TONE 500ms ON 500ms OFF DND No More Calls T...

Страница 37: ...de RESERVE POWER DURATION ESTIMATES in 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 Thes...

Страница 38: ...3 5...

Страница 39: ......

Страница 40: ...Call Save Caller ID Number Store Caller ID Number Inquire Park Hold Caller ID Review List L Version Caller ID Review List M Version Investigate Abandon Call List Caller ID on SMDR Number to Name Tran...

Страница 41: ...or Group Overflow Operator Station Group Override Code Paging Internal Zones 4 External Zones 4 All Internal All External Page All Park Orbits Primeline Selection Private Lines Programmable Line Priva...

Страница 42: ...he method used to assign an account code to incoming calls These account codes can contain the digits 0 9 and Account Code Key M Version The account code ACCT key can be programmed on any keyset and w...

Страница 43: ...l automated attendant feature AA provides eight ports per card for simultaneous answering and call processing A maximum of five cards can be installed in one system Each sixteen professionally recorde...

Страница 44: ...ing tables to calculate the cost of incoming and outgoing calls Rates are calculated by the number dialed and may include surcharges Display keysets can be set to show the call duration timer or the c...

Страница 45: ...system must be using LCR to dial the stored number Inquire Park Hold Having been informed that an incoming call is on hold or has been parked you may view the Caller ID information before you retriev...

Страница 46: ...not be forwarded to a door phone ALL CALLS ALL CALLS ALL CALLS ALL CALLS This type of forwarding is not affected by the condition of the station All calls are immediately redirected to the designated...

Страница 47: ...y This is a different feature from the normal call forward no answer and is only used when the forward destination is in a different node of the network The operation of the feature is the same as the...

Страница 48: ...kup is useful with PC dialing programs that outdial from a large list of telephone numbers Let the computer dial for you then press the EP key to speak with the called party Call Waiting Camp on Busy...

Страница 49: ...be enabled Computer Telephony Integration CTI Computer Telephone Integration CTI allows integration between the iDCS 500 and a personal computer system PC or a local area network LAN Caller ID service...

Страница 50: ...rcuits can be single pair analog circuits that will terminate on a DID card The iDCS 500 DID card supports up to four circuits In addition the DID circuit can be a channel on a digital E1 service term...

Страница 51: ...ing tone 1 8 or a single line port with a predefined cadence 1 5 selection This provides for easy identification of special lines or extensions that ring your phone Door Lock Release Programmable Afte...

Страница 52: ...e BOSS in programming or a secretary SECR in programming in system programming Each executive can have up to four secretaries and each secretary can have up to four executives These arrangements are k...

Страница 53: ...250 seconds can be programmed to allow sufficient time to make a different call In Group Out of Group Individuals assigned to a station hunt group may temporarily remove their telephones from the gro...

Страница 54: ...owing features y Option to use or not use LCR or a tenant basis y Programmable LCR access code y Digit analysis table 1000 entries each with ten digits for a iDCS M and 2000 entries each with ten digi...

Страница 55: ...UCD MOH Each UCD group can have a designated music source to be played while a caller is in queue On an iDCS L version system each entry in the DID translation table can have a designated music source...

Страница 56: ...forwarded to the forward destination Call Forward No Response CFNR This is a different feature from the normal call forward no answer and is only used when the forward destination is in a different no...

Страница 57: ...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 w...

Страница 58: ...Park and Page 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 key is presse...

Страница 59: ...nes answering machines loud bells computer modems cordless phones and credit card machines When connecting customer provided equipment to these extensions compatibility should be checked out before pu...

Страница 60: ...date and time stamp for each alarm A log of 100 alarms are stored in a buffer and can be reviewed at a display keyset or sent to a printer see Sample Alarm Report section of this manual NOTE System M...

Страница 61: ...d Transfer System operation permits station users to transfer calls to other stations in the system Transfers can be screened unscreened or camped on to a busy station Trunk Groups Outside lines can b...

Страница 62: ...rovided printer showing the data available on the supervisor displays Universal Answer Station users may dial the Universal Answer code or press the UA key to answer any outside lines programmed to ri...

Страница 63: ...version software ADD ON MODULE APPOINTMENT REMINDER AUTOMATIC HOLD AUTOMATIC PRIVACY BACKGROUND MUSIC BUSY STATION CALLBACK BUSY STATION INDICATIONS BLF CALL FORWARDING CALL LOGS CALL PICKUP DIRECT S...

Страница 64: ...at the selected keyset Busy Station Callback When reaching a busy station callers may request a callback by pressing one button or dialing a code The system rings the caller back when that station bec...

Страница 65: ...election DSS Programmable keys can be assigned as DSS keys and associated with extension numbers Users press these keys to call or transfer calls to the assigned stations Do not Disturb Override The D...

Страница 66: ...Ringing Interface The MISC daughter board has 1 relay for control of a customer provided loud ringing device This relay can be programmed to operate with a specific station or station group Manual Si...

Страница 67: ...people can join in This uses one of the conference circuits in the system Programmable Keys LCD 24B and STD 24B keysets have 24 programmable keys LCD 12B and Basic 12B keysets have 12 and 6B keysets...

Страница 68: ...er of attempts as defined by system programming available to keyset users only y MEMO REDIAL iDCS L version software only When you are calling directory assistance you can store the number you are giv...

Страница 69: ...utside calls YES NO NO Receive outside calls YES YES NO Make intercom calls YES YES NO Receive intercom calls YES YES NO Tri Colored Lights LCD 24B and STD 24B keysets have 16 keys equipped for tri co...

Страница 70: ...or roup Identification When a call is made to a station group the display shows CALL FOR GROUP and the user s group number These calls can be answered with a different greeting than calls to the user...

Страница 71: ...t 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...

Страница 72: ...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 Pro...

Страница 73: ...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 wi...

Страница 74: ...xtension 203 and is waiting for 203 to answer This station in the sales department is receiving a group call from Mr Smith This display tells you this is a new incoming call to the sales department Th...

Страница 75: ...g the three initial options The arrow indicates other options available to you by pressing the SCROLL key SAMSUNG TELECOM BARGE NND DROP This display shows an investigation of a station that is talkin...

Страница 76: ...e 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 t...

Страница 77: ...O T O TT TT IT IA O I O T IA IT IA FG 19544530000 3055922900217 GROUP IN 3056401066 DND OFF DND ON GROUP OUT 18007864782 3056401067 DIALED DIGIT 1234567890 1234567890 ACCOUNT CODE SMDR REPORT FOR STA...

Страница 78: ...56401066 DND OFF DND ON GROUP OUT 18007864782 3056401067 DIALED DIGIT 1234567890 1234567890 ACCOUNT CODE 13055922900 13055556420 13055922900 13055922900 13055559748 13055922900 13055922900 CID ANI NUM...

Страница 79: ...LLS AVERAGE 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...

Страница 80: ...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 into a group with all agents busy an...

Страница 81: ...lculated as follows a Queue time begins when a call is queuing 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 destin...

Страница 82: ...ered 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 call...

Страница 83: ...OUP 32 INTERNAL PAGE 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 OUTGOIN...

Страница 84: ...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 INTERCOM CALLS COMPLETED These are all intercom calls that were...

Страница 85: ...ssed 12 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 pag...

Страница 86: ...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 va...

Страница 87: ...OT ANSD The number of times any trunk call directed to the specific group number was not answered by any member of the group 5 INTERCOM An intercom call made from a station or device within the system...

Страница 88: ...he SMDR start time in MMC 501 8 ICM TRSF This is the number of times a trunk call was successfully transfered to another station using the intercom It includes both screened and unscreened transfer 9...

Страница 89: ...device within the system to another station 12 ANSD This is the number of times an intercom call was answered by this specific station Screened transfers count as an answered intercom call 13 DIALED...

Страница 90: ...1999 16 47 00 MJD01 SYNC Failure C2 S2 03 14 1999 16 47 00 MJD02 SYNC Recvry C2 S2 03 16 1999 16 47 00 MNF04 Trunk Fault C1 S08 P03 03 16 1999 16 48 00 MNF05 Trunk Recvry C1 S08 P01 03 16 1999 16 48...

Страница 91: ...industrial complex To implement this service you need 8BSI card DBS card and DECT handsets Users of this service meet improved overall efficiency since staff can be reached or make calls wherever the...

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