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4-45

This statistic includes:
a)  Calls answered by agent.
b)  Calls that are not answered by an agent and go to the final destination.
c)  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:
a) Queue time begins when a call is queuing.
b) Queue time ends when

y

caller is answered by an agent

y

system gets disconnected from C.O. or

y

caller is transferred to the final destination

Longest Queue Time Now

This shows the longest call currently in queue. The queue time is calculated as follows:
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when

y

caller is answered by an agent

y

system gets disconnected from C.O. or

y

caller is transferred to the final destination

UCD Agent Statistics

Logged in

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

Status

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

Calls Answered

The total number of calls answered by the agent. This does not include ‘ring no answer’ to an
agent station.
If this total number is less than the calls received by the group, it is possible that calls were
unanswered by an agent and went to the final destination or that callers hung up while in
queue.
If this total number is more than the calls received by the group, it is possible that calls were
transferred from one agent to another.

Average Call Time

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

Average Ring Time

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

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Содержание OFFICESERV 100 Series

Страница 1: ...OfficeServ 100 General Description Enterprise IP Solutions ...

Страница 2: ...sclaimer Samsung Business Communications is not responsible for errors or problems arising from customers not installing programming or operating their Samsung systems as described in this manual Copyright 2004 Samsung Business Communications All rights reserved No part of this manual may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocop...

Страница 3: ...001 A2 2003 EN61000 3 2 2000 EN61000 3 3 1995 A1 2001 EN61000 4 2 1995 A1 1998 A2 2001 EN61000 4 3 2002 EN61000 4 4 1995 A1 2001 A2 2001 EN61000 4 5 1995 EN61000 4 6 1996 A1 2001 EN61000 4 11 1994 A1 2001 EN60950 1 2001 1st Edition and or EN60950 1 2001 Manufacturer Samsung Electronics Co Ltd 259 Gongdan Dong Gumi City Kyungbuk Korea 730 030 Tae eok Jang General Manager place and date of issue nam...

Страница 4: ... A2 2003 EN61000 3 2 2000 EN61000 3 3 1995 A1 2001 EN61000 4 2 1995 A1 1998 A2 2001 EN61000 4 3 2002 EN61000 4 4 1995 A1 2001 A2 2001 EN61000 4 5 1995 EN61000 4 6 1996 A1 2001 EN61000 4 11 1994 A1 2001 EN60950 1 2001 1st Edition and or EN60950 1 2001 Manufacturer Samsung Electronics Co Ltd 259 Gongdan Dong Gumi City Kyungbuk Korea 730 030 Tae eok Jang General Manager place and date of issue name a...

Страница 5: ...tem may be provided with the ability to communicate with local computer networks to provide CTI functions and features In this case it is capable of passing information to the computer network via a specified link The system is powered by mains voltage and can optionally be powered by batteries Details of all connections and power arrangements are provided in the instructions for use It should not...

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

Страница 7: ...pter 4 Business Features Package All the system station and display features available on the OfficeServ 100 to enhance your business procedures including example reports and printouts Supporting Documents This guide is supported by the following OfficeServ 100 system guides which are available from Samsung y OfficeServ 100 Installation Guide Provides full instructions for installing the OfficeSer...

Страница 8: ...V 100 SPECIFICATIONS 3 1 ELECTRICAL SPECIFICATIONS 3 1 DIMENSIONS AND WEIGHTS 3 1 ENVIRONMENTAL LIMITS 3 2 CABLE REQUIREMENTS 3 2 POWER SUPPLY 3 2 SYSTEM TONES 3 3 KEYSET LED INDICATIONS 3 4 CHAPTER 4 BUSINESS FEATURES PACKAGE 4 1 SYSTEM FEATURES 4 1 STATION FEATURES 4 27 DISPLAY FEATURES 4 35 SAMPLE KEYSET DISPLAYS 4 39 SAMPLE CALLER ID DISPLAYS 4 40 SAMPLE UCD DISPLAYS 4 41 SAMPLE SMDR PRINTOUT ...

Страница 9: ...ard telephones generally called single line telephones or SLTs connect to single line interface cards SLI and IP internet phones use the Media Gateway Interface MGI card In addition DLI station ports are used to connect peripheral devices such as door phones and add on modules Miscellaneous circuits are provided to allow such optional features as external paging music on hold background music comm...

Страница 10: ...s KDBs which are installed in the base of a digital keyset the capacity of the system can be increased by one station per KDB Installing a KDB DLI adds another digital port while a KDB SLI adds a single line port You can mix and match these two types of KDB to get up to a total of eight KDBs in the system Using this method allows the system to ex pand to a maximum of 64 stations Adding the optiona...

Страница 11: ...OfficeServ100 1 3 Figure 1 1 OfficeServ 100 Basic Key Service Unit ...

Страница 12: ...rix Table With Analogue Trunks Expansion Type A Trunk Lines Figure 1 3 Configuration Matrix Table With Digital Trunks Expansion Type A 36 30 24 18 12 6 0 Two Cabinets KSU 78 48 40 32 24 16 8 0 KSU Two Cabinets 8 16 18 26 34 42 50 58 66 Station Lines 8 16 18 26 34 42 50 58 66 Station Lines ...

Страница 13: ...nalogue Trunks Expansion Type B Trunk Lines Figure 1 5 Configuration Matrix Table With Digital Trunks Expansion Type B 30 24 18 12 6 0 70 40 32 24 16 8 0 8 16 18 26 34 42 50 58 Station Lines 8 16 18 26 34 42 50 58 Station Lines Two Cabinets KSU KSU Two Cabinets ...

Страница 14: ... voice or data as required by system operation in a PCM for mat In addition to these channels the system uses Digital Signal Processors DSPs Each DSP may be configured by the switching control program as a DTMF sender a DTMF receiver or as a C O tone detector on a per call basis Four DSP channels are provided by default Four additional DSPs are added when a MISC card is installed This means that t...

Страница 15: ...ersonal computer OfficeServ Manager can be used on site to modify the customer database or to download save the en tire customer database to a file This file can then be saved as a backup and be uploaded when required to restore the database Using a modem or Wide Area Network WAN connection OfficeServ Manager can access the system remotely off site to make changes to the customer database or to pe...

Страница 16: ...round Music One External Page interface One general purpose dry contact Three universal expansion slots a MEM card slot for MCP1 a 2SLI card slot and a MISC card slot Two Champ connectors for external connections and other connectors for the Expansion cabinet and the Ring Generator Unit MCP1 CARD The main control card for the system the MCP1 is mounted in the MEM slot of the main KSU It provides 1...

Страница 17: ...e Figure 2 1 comprises three Universal expansion slots and one dedi cated card slot for a TEPRI or SVMi 8 card Expansion B type Figure 2 2 consists of two universal expansion slots and two dedicated card slots The Expansion cabinet connects to the KSU via a 64 pin ribbon cable two 2 wire power connections and an F GND connec tion It contains a 50 pin Champ connector for external connections When i...

Страница 18: ...O circuits are equipped with PFT relays Each circuit contains a Polarity Reversal Signal PRS interface The optional PRS hybrid chips for a Samsung DCS system can be used 2BRI Contains two Basic Rate access ports i e four ISDN channels Protocol is compatible with Euro ISDN BRI For S0 applications power feeding to ports is selectable by programming See also PLL below 4BRI Contains four Basic Rate ac...

Страница 19: ...ay for generic types of VoIP handsets A maximum of three cards can be installed in the KSU All power to run the system comes from the power supply Each power supply is rated ac cording to the number of stations it will support When the MGI3 card is installed it counts as eight 8 stations of the PSU rating 3BSI Provides interface circuits for up to three base stations for DECT 8000 When the 3BSI ca...

Страница 20: ...y recommended that a MISC card be used in situations requiring heavy single line telephone use MODEM This card is a built in modem and is installed on a MISC card SVMi 4 The SVMi 4 is a self contained Voice Mail and Auto Attendant system on a single card It is designed to meet the demands of the sophisticated voice mail user without sacrificing sim plicity The SVMi 4 may act as an Auto Attendant s...

Страница 21: ...the access point for a WLAN The cable interface is a digital system using the 2B 1D Quad Digital Adaptor Subscriber Loops QDASL interface One 4WLI is installed in the basic cabinet universal slot 3 and can support up to four WBS24s see table below Since two DASL lines are connected to one WBS24 2x 2B 1D 4 voice channel simultaneous calls are supported Number of 4WLI cards allowed 1 Maximum number ...

Страница 22: ...ctable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volumes y Desk or wall mounted 21 Button 2 Line LCD IP Keyset ITP 5021D Figure 2 4 y 48 character display 2x24 LCD with three associated soft keys and scroll key y Supports data and voice transfer using Internet Protocol y 21 programmable keys y Navigation keys for easy use of keyset functions y Five fixed fu...

Страница 23: ...eys for digital control of speaker handset and ringer volumes y Desk or wall mounted 21 Button 2 Line LCD Keyset DS 5021D Figure 2 6 y 48 character display 2x24 LCD with three associated soft keys and scroll key y 21 programmable keys y Navigation keys for easy use of keyset functions y Five fixed function keys y Built in speakerphone y Keyset Status Indicator y Eight selectable ring tones y Volum...

Страница 24: ...grammable keys y Five fixed function keys y Built in speakerphone y Keyset Status Indicator y Eight selectable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volumes y Desk or wall mounted 38 Button 2 Line LCD Keyset DS 5038S Figure 2 9 y 48 character display 2x24 LCD with three associated soft keys and scroll key y 38 programmable keys y Five fixed function key...

Страница 25: ... Large LCD with 12 keys for feature selection y Supports data transfer handset calls and full duplex speakerphone y USB interface y Navigation keys for easy use of keyset functions y Five fixed function keys y Keyset Status Indicator y Eight selectable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volumes 5000 Series Add On Module DS 5064B 64 Button AOM Figure ...

Страница 26: ... on module KDB Single Line Interface KDB SLI If your keyset is connected to a Digital Line Interface DLI port that supports 2B D operation you may install a daughterboard that provides a Single Line Interface SLI port for connection of a standard telephone device such as a cordless phone KDB Full Duplex KDB F The standard speakerphone mode of operation for 2 line LCD keysets is half duplex This me...

Страница 27: ...ee associ ated soft keys and a scroll key y 12 programmable keys eight with tri coloured LEDs y Four fixed function keys y Built in speakerphone y Volume Up Down keys for digital control of speaker handset and ringer volumes y Eight selectable ring tones y Desk or wall mounted LCD 6B Keyset Figure 2 15 y 32 character display 2 x 16 with three associ ated soft keys and a scroll key y 6 programmable...

Страница 28: ...2 17 y Multi function indicator y Four fixed function keys y Built in speakerphone y Volume Up Down keys for digital control of speaker handset and ringer volumes y Eight selectable ring tones per keyset y Desk or wall mounted DCS Series Add On Module 48 Button AOM Figure 2 18 y 48 programmable keys y Up to four can be assigned to any DCS keyset to provide additional programmable keys Figure 2 16 ...

Страница 29: ...LI circuit for the connection of any standard single line telephone This KDB SLI will only operate when the keyset is connected to a DLI port on the base board so it can use the second B channel Each port is intended for connection to one telephone Connecting multiple telephones to a port may result in incorrect operation See Chapter 3 of the Sam sung OfficeServ 100 Installation Guide for details ...

Страница 30: ...croll key y 8 programmable keys with tri coloured LEDs y Two fixed function keys y Keyset Status Indicator y Built in speakerphone y Eight selectable ring tones y Volume Up Down keys for digital control of speaker handset and ringer volumes y Desk or wall mounted 8 Button iDCS Keyset 8S This is similar to the 8D above but does not have a display or keyset status indicator iDCS Series Add On Module...

Страница 31: ...uch as a keyset or 64 button add on module iDCS KDB Single Line Interface FKDBS If your keyset is connected to a Digital Line Interface DLI port that supports 2B D opera tion you may install a daughterboard that provides a Single Line Interface SLI port for con nection of a standard telephone device such as a cordless phone iDCS KDB Full Duplex FKDBF The standard speakerphone mode of operation for...

Страница 32: ...ed to request entry through locked doors interior or exterior or as a room monitoring box y Provides contact control to be used with a customer provided electric door lock y Door phone is wall mounted y An external weatherproof doorphone is also available Figure 2 25 Door Phone Interface Module Figure 2 26 Door Phone Figure 2 27 Weatherproof Door Phone ...

Страница 33: ...AC 50 Hz 3A POWER CONSUMPTION MAX 140 WATTS DC OUTPUT FUSE RATING 2A 5 VOLTS 4 0 AMPS MAX 55 VOLTS 1 7 AMPS MAX SLT Keyset feed 54 VOLTS 0 4 AMPS MAX battery Dimensions and Weights HEIGHT mm WIDTH mm DEPTH mm WEIGHT kg SINGLE CABINET BASIC KSU 464 365 148 7 5 BASIC KSU EXPANSION KSU 464 467 148 12 5 DOOR PHONE INTERFACE MODULE 120 91 28 0 2 DOOR PHONE 127 99 30 0 2 WBS24 328 80 41 0 5 WIP 5000M MO...

Страница 34: ...ce a door phone can be from the DPIM The DPIM can be up to 274 cable metres from the KSU Power Supply RESERVE POWER DURATION ESTIMATES IN MINUTES UPS CAPACITY IN VOLT AMPS VA NO OF STATIONS 250 400 450 600 900 1250 2000 4 65 160 200 245 360 490 930 8 45 110 135 160 240 320 625 12 40 90 115 140 200 280 535 16 30 75 90 110 160 220 415 24 25 50 70 85 120 175 380 32 20 45 60 75 100 150 330 These are a...

Страница 35: ...lled is in the Do Not Disturb mode or cannot receive any more calls Rings for 10 secs 250 250 250 250 TRANSFER CONF Your call is being held and you can dial another party 100 100 100 100 CONFIRMATION BARGE IN TONE Very short beeps followed after 2 seconds by dial tone indicate you have correctly set cancelled a sys tem feature or set a barge in with tone 50 50 50 50 ERROR TONE A distinctive two le...

Страница 36: ...L C O line dialling tone 1000 250 1000 250 Keyset LED Indications CONDITION LED COLOUR LED ON LED OFF LINE IDLE OFF LINE IN USE RED GREEN STEADY RECALL AMBER 500 ms 500 ms CALL ON HOLD RED GREEN 500 ms 500 ms RINGING C O CALL GREEN 100 ms 100 ms RINGING INTERNAL CALL GREEN 100 ms 100 ms DND INDICATION Duration 500 ms RED 100 ms 100 ms OPERATOR CALLS RED 100 ms 100 ms DND MODE RED 112 ipm for 500 m...

Страница 37: ...Save CID Number Store CID Number Inquire Park Hold CID Review List Investigate Abandon Call List CID on SMDR Number to Name Translation 2 Calling Line Identification CLI for Outgoing Calls Outgoing CID Restricting Outgoing CID Call Forwarding All Calls Busy No Answer Busy No Answer Forward DND Follow Me To Voice Mail Preset Destination Call Hold Exclusive Call Hold System Call Hold Remote Call Par...

Страница 38: ...digits long In some cases users can be forced to enter an account code and this account code may or may not be verified as described below In Group Out of Group Incoming Call Distribution Incoming Outgoing Service Individual Line Control IP Phone Interface ISDN Service Primary Rate Interface PRI Basic Rate Interface BRI ITP Time Zone Large LCD Phone Interface Least Cost Routing Live System Program...

Страница 39: ...n extender and operates in three different ways depending on the extender as follows Extender 000 When programmed with an extender of 000 pressing the key prompts the user to enter an account code without interrupting a call Extender 001 999 When programmed with an extender ranging from 001 to 999 pressing the key will automatically insert the account code entered for that number This is known as ...

Страница 40: ...minutes of super capacitor backed random access memory RAM provide up to 48 customer recordings for announcements or greetings This RAM will hold data for up to 100 hours without power supplied Twelve individual AA Plans each with its own dialling options allow you to build call routing branches as needed Callers are routed through the branches by dialling extension numbers or single digits AA is ...

Страница 41: ...ks in use current number of stations in use Call Costing The OfficeServ 100 provides programmable call costing tables to calculate the cost of incom ing and outgoing calls Rates are calculated by the number dialled and may include sur charges Display keysets 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 ...

Страница 42: ...is will influence how you choose to handle the call CID Review List This feature allows display keyset users to review CID information for calls sent to their stations The review list is 10 to 50 calls on a first in first out basis The list includes calls that you answered and calls that rang your station but that you did not answer When reviewing this list you can press a key to dial the person b...

Страница 43: ... called party The provider must be able to handle this feature 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 des tination station is in Do Not Disturb DND the calling party will receive DND Reorder tone Calls cannot be forwarded to a door phone Note ...

Страница 44: ... set the call will ring this preset destination if one is programmed Call Hold Exclusive Outside calls can be placed on exclusive hold at any keyset by pressing the HOLD key twice during a call Calls placed on exclusive hold can only be retrieved at the keyset that placed the call on hold Internal calls are always placed on exclusive hold Call Hold System Outside calls can be placed on system hold...

Страница 45: ...ing a high priority call goes to the front of the queue Call Routing by CLI An incoming call with CLI can be routed to a specified destination irrespective of any other routing set up in the system Alternatively the call may be rejected Call Waiting Camp on Busy stations are notified that a call is waiting camped on when they receive a tone The tone is repeated at a programmable interval Keysets r...

Страница 46: ...sed solution allowing PCs to communicate directly with the telephone system over the PCs LAN This es tablishes a logical connection rather than a physical connection between telephone and PC It elimi nates the cost and administrative overhead of connecting every PC to a desktop phone It emphasises third party call control For example calls can be tracked as they are transferred making it more suit...

Страница 47: ...to digit steered inbound call handling This service is provided over ISDN PRI and BRI circuits Direct Inward System Access DISA Users can call in on specific DISA lines at any time input a security code and receive system dial tone Users can then place internal calls or if permitted calls using C O lines The caller must have a tone dial phone and know their DISA security code DISA lines can be use...

Страница 48: ...mer is programmable in the range 100 2500 ms Door Phones The door phone interface module DPIM provides for connection of a door phone to a DLI port Pressing the key on the door phone produces a distinctive ring three short rings re peated at the assigned station or station group If not answered within a programmable time the system releases the door phone and stops the ringing Stations may call th...

Страница 49: ...up to two inputs for connecting to customer provided external music sources The Basic KSU provides one input on the base board selectable internal external and the optional MISC card provides another Music sources can be used to provide back ground music or any of the varied Music On Hold MOH functions External Page Interfaces The system base board provides one external page output and the optiona...

Страница 50: ...em option to allow all members to log out of a station group if this is required Stations logged out of a group will not receive calls to that group but will con tinue to receive calls to their individual extension numbers When desired the user can log back into the group by pressing the key again Users who do not have this key may dial the access code and the group desired A station user is allow...

Страница 51: ... from the system time if the keysets are located in another country or time zone for example Large LCD Phone Interface Large LCD phones provide various features such as Virtual AOM a Phone Book and en block overlap dialling LCD navigation similar to that of a mobile phone using navigation keys and menu feature selection keys allows users to select features discussed in this chap ter without the ne...

Страница 52: ...ime Microphone On Off Per Station The microphone can be disabled at any keyset When the microphone is disabled the keyset cannot use the speakerphone although on hook dialling and group listening are still possi ble Music On Hold MOH Flexible The OfficeServ 100 allows its music sources to be used in a very flexible manner Each keyset can have a designated music source for playing as Background Mus...

Страница 53: ...n Callback When a station A in one system calls a station B in another system across the network link and station B is busy station A can set a Callback to station B When station B becomes idle the system will ring station A when station A answers the system will ring station B Call Completion No Response CCNR also known as Callback or No Answer Callback When a station A in one system calls a stat...

Страница 54: ...n or station group in another network node Transfer Retrieve Calls on Transfer Hold during a screened transfer can be retrieved by pressing the Call key for that call Transfer Recall Calls transferred across a network link will recall to the transferring station after the originating system s transfer recall timer expires After recalling if not answered prior to the system s attendant recall timer...

Страница 55: ...ons or groups as the Fi nal Destination Trunk Ring Across Network Nodes Trunk lines can be set to ring a network station or group in MMC 406 Paging Across Network Nodes Paging to remote nodes can be achieved by assigning a Network Page key MMC 722 723 or code MMC 724 The page zone is the network link number assigned in MMC 820 01 49 followed by the page group For example a key pro grammed as NPG05...

Страница 56: ...rovides access control for other applications OfficeServ Operator Provides a Windows screen based operator s console Up to five can be installed on one system to provide enhanced operator features and call handling Operator Group The operator group can contain up to 32 stations to answer incoming calls Calls to this group can be set for distributed sequential or unconditional ringing Operators can...

Страница 57: ...y line Programmable Line Privacy PRB Key Each outside line can be programmed to ignore automatic line privacy This allows up to four other parties to join your conversation by simply pressing a line key This is similar to 1A2 key telephone operation Programmable Timers There are over 50 programmable system timers to allow each installation to be customised to best fit the end user s application Re...

Страница 58: ...le line ports allow connection of a variety of single line telephones SLTs plus fax machines answering machines loud bells computer modems cordless phones and credit card machines When connecting customer provided equipment to these extensions compatibility should be checked before purchase to ensure correct operation C O ring cadence can be selected for SLTs this is helpful when optional devices ...

Страница 59: ...ox Administration with interactive keyset displays Ask your dealer for information on Samsung VM systems System Alarms A DISA alarm will warn the customer if the DISA security system has been triggered by too many incorrect password attempts The alarm can ring any station or group of stations and show an appropriate display at the assigned station s System Maintenance Alarms The system continuousl...

Страница 60: ...daily hourly or for up to three separate programmable shifts The report in cludes statistics for each trunk trunk group station station groups and page announce ments See the Sample Traffic Report at the end of this chapter 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 Grou...

Страница 61: ...rom the group to handle the workload Printed Reports Agent supervisors may run printed reports to a customer provided printer showing the data avai lable on the supervisor displays Universal Answer Night Bell Station users may dial the Universal Answer code or press the UA key to answer any outside lines programmed to ring the UA device The UA device can be a station group of stations common bell ...

Страница 62: ...nally support 6 7 calls simultaneously This can vary depending on efficiency features like Silence Suppression and multiframe counts Unlike switched networks VoIP connections consist of a sequence of numbered data packets Since voice conversation is usually considered real time these packets need to be delivered in a consistent manner with minimal delay This can be controlled via a Gatekeeper whic...

Страница 63: ...ack Line Skipping Loud Ringing Interface Manual Signalling Message Waiting Light Indication Mute Microphone Handset Off Hook Ringing Off Hook Voice Announce One Time Do Not Disturb One Touch Dialling Keys On Hook Dialling Programmable Keys Programmed Station Messages Protection From Barge In Pullout Directory Tray DCS Euro Keysets Pulse To Tone Switch Over Redial Auto Retry Last Number Manual Retr...

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

Страница 65: ...Answer when in Do Not Disturb DND mode Forward DND The same options are used for networked systems These call forward destinations can all be different Once a destination has been programmed it can be turned on and off with a programmable key Forward All takes priority over Busy and No Answer conditions An additional option called Follow Me is available This option allows a station user to set a F...

Страница 66: ...Not Disturb Override The DND Override feature allows a keyset with a DND Override key DNDO and the appro priate class of service to override the DND setting at a called keyset This will allow a user to go into DND while waiting for an important call and have that call transferred to them via a screened transfer from a station the user s secretary for example with a DNDO key Door Lock Release Stati...

Страница 67: ...ation to be signalled Message Waiting Light Indication When a message indication is left at a keyset the MESSAGE key will slowly flash red If fit ted the keyset status indicator will also flash Single line telephones will receive a distinctive dial tone to notify them that a message is waiting Message waiting indications can be left for any station or group of stations Mute Microphone Handset Any ...

Страница 68: ...g these keys eliminates the need to use dialling access codes Feature keys that can have extenders to make them more specific include SPEED DIAL SUPERVISOR PAGE DSS DIRECTED PICKUP GROUP PICKUP BOSS PARK PRO GRAMMED MESSAGE IN AND OUT OF GROUP FORWARD and VOICE MAIL TRANS FER For a full listing of keys and extenders refer to the Samsung OfficeServ 100 Program ming Guide or System Administration Gu...

Страница 69: ...ad and SAVE number feature available to keyset users only y SAVED NUMBER REDIAL Any number dialled on a C O line may be saved for redial at a later time Remote Hold A user can place an outside call on system hold on an available CALL or Line key at another remote station rather than their own using a simple series of key presses Reset Station Features An All Clear ALLCLR code can be dialled at a s...

Страница 70: ... programmable personal station passcode any keyset or single line telephone can be locked and unlocked to control use of each telephone There are three options 0 UNLOCKED 1 LOCKED OUTGOING and 2 LOCKED ALL CALLS 0 UNLOCKED 1 LOCKED OUTGOING 2 LOCKED ALL CALLS Make outside calls YES NO NO Receive outside calls YES YES NO Make internal calls YES YES NO Receive internal calls YES YES NO Tri Coloured ...

Страница 71: ...eenter the account code Call Duration Timer The system can automatically time outside calls and show the duration in minutes and sec onds Station users may manually time calls by pressing the TIMER key Call for Group Identification When a call is made to a station group the display shows CALL FOR GROUP and the user s group number These calls can be answered with a different greeting than calls sen...

Страница 72: ...is The list includes calls that were an swered and calls that rang the user s station but that were not answered When reviewing this list the user can press a key to dial the person back Investigate This feature allows a selected station with a special class of service to investigate any call in progress at another station If CID information is available for an incoming call the investigating stat...

Страница 73: ...ade digits are displayed as the user dials them If the display indi cates that an incorrect number was dialled the user can quickly hang up before billing be gins Enhanced Station Programming Personal programming options are easier to select and confirm with the help of the display Identification of Recalls Hold recalls and transfer recalls can be distinguished from other ringing calls Hold recall...

Страница 74: ...ice Announcement or station Camp On you may respond with a text message while continuing to talk to your outside party The other station can view this message and take the appropriate action or respond with another text mes sage Up to 10 messages can be stored in the system memory and sent to another display keyset Only display keysets that are allowed in system programming will receive the TMSG s...

Страница 75: ...en sion 203 and is waiting for 203 to answer This station e g in the sales depart ment is receiving a group call from Mr Smith This display tells you this is a new inco ming call to e g the sales department This station is calling station 203 which is currently busy This station is receiving an off hook voice announcement from station 203 This station is on a conference call with John extension 20...

Страница 76: ...review list showing the three ini tial options The arrow indicates other options available to you by pressing the SCROLL key SAMSUNG BARGE NND DROP This display shows an investi gation of a station that is talking to Samsung The investigator can BARGE in to the conversa tion DROP the call from the system or examine further NND 13054264100 NEXT NND ANS This display is seen while exam ining calls in...

Страница 77: ... the su pervisor data was last cleared It does not necessarily represent calls currently in queue 201 answered 065 calls today The agent at station 201 has an swered 65 calls today 124 calls received today The UCD group has received 124 calls today average time in queue is 03 51 The average time on hold wait ing to be answered is three minutes and 51 seconds 201 average call time 04 43 The average...

Страница 78: ...4 42 Chapter 4 Business Features Package Sample SMDR Printout ...

Страница 79: ... ANSWERED CALL TIME TIME 01 210 JOHN 0002 01 55 00 05 02 211 SAM 0001 02 18 00 06 03 208 MIKE 0003 01 22 00 04 04 207 PETER 0001 03 16 00 05 UCD GROUP 515 SUPPORT FROM MON 03 Jan 08 30 TO SUN 02 Jan 02 54 CALL STATISTICS AVERAGE RING TIME TIME TO ANSWER 00 07 NUMBER OF TIMES ALL AGENTS BUSY 00005 AVERAGE TIME IN QUEUE 01 06 TOTAL CALLS RECEIVED 00023 LONGEST QUEUE TIME TODAY 01 02 TOTAL CALLS ABAN...

Страница 80: ...station rings does not answer and is logged out although the condition of the group is now all agents busy the check has been made and the agent busy statistic does not increment Also if a call comes in to a group with all agents busy and then one becomes idle the busy counter will increment because the check has been made Average Time in Queue This is calculated as an average of all the calls tha...

Страница 81: ...destination UCD Agent Statistics Logged in The number of stations programmed in the UCD group and the number of stations that are currently logged in This is a real time statistic and so will not print on a report Status This screen shows the agent s name extension number and status The status can be In Group Out of Group or in DND This is a real time statistic and so will not print on a report Ca...

Страница 82: ...R GROUP 32 INTERNAL PAGE USED 35 EXTERNAL PAGE USED 79 ALL PAGE USED 231 TRUNK GROUPS GROUP OUTGOING BUSY 9124518 8005213 801203 80200 INDIVIDUAL TRUNKS TRUNK TRUNK NAME ATTA ANSD NOT ANSD OUTGOING BUSY 701 LOCAL 1 0 737 0 19 12 702 LOCAL 2 0 541 4 26 11 703 LOCAL 3 0 290 1 37 21 STATION HUNT GROUPS OUTSIDE CALL INTERNAL GROUP ANSD NOT ANSD ANSD 500 439 19 61 501 261 37 38 502 40 2 77 503 87 5 162...

Страница 83: ... system These 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 programming A SYSTEM STATISTICS 1 BEGINNING Mar 15 2001 08 00 ENDING Mar 15 2001 17 30 2 ACTIVITY SYSTEM TOTAL 3 INCOMING TR...

Страница 84: ...ls that were transferred were not answered and recalled the transferring station This includes members of the operator group that put calls on hold which then recall the op erator s station 10 TRUNK RECALLS TO OPERATOR GROUP These are any trunk 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 ever...

Страница 85: ...w call or a recall 5 NOT ANSD This is the number of times this specific trunk rang the system but was not answered These are the same calls that would be flagged as abandoned in SMDR 6 OUTGOING This is the number of times this trunk was used to make an outgoing call A valid outgoing call is defined by the SMDR START TIME in MMC programming 7 BUSY This is the number of times this trunk was busy whe...

Страница 86: ...s of how they arrived 4 NOT ANSD The number of times any trunk call directed to the specific group number was not answered by any member of the group 5 INTERNAL An internal call made from a station or device within the system to the specific group num ber 6 ANSD This is a count of how many times an internal call was answered by any group member of that specific group D STATION HUNT GROUP 1 OUTSIDE...

Страница 87: ...y times a trunk call was directed to the station but was not an swered by the station 7 DIALLED Peg count of how many times the station made a valid outside call An outside call is defined by the SMDR START TIME in MMC programming 8 ICM TRSF This is the number of times a trunk call was successfully transferred to another station It in cludes both screened and unscreened transfers 9 TRK TRK This is...

Страница 88: ...umber of answered calls in 5 above 11 INTERNAL Statistics for internal calls An internal call made from a station or a station device within the system to another station 12 ANSD This is the number of times an internal call was answered by this specific station Screened transfers count as an answered internal call 13 DIALLED The number of times the specific station dialled another station or stati...

Страница 89: ...3 14 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 00 MNF05 Trunk Recvry C1 S08 P02 03 16 1999 16 48 00 MNF05 Trunk Recvry C1 S08 P03 03 18 1999 16 51 00 MNF01 Card Out C1 S02 03 18 1999 16 51 00 MNF02 Card In C1 S02 03 18 1999 17 04 00 MJC04 Ring...

Страница 90: ...Samsung Business Communications Brookside Business Park Greengate Middleton Manchester M24 1GS ...

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