Samsung Office Serv 500 manuel d'utilisation

OfficeServ 500 General Description Enterprise IP Solutions[...]

Publication Information Samsung Business Communications reserves the righ t without prior notice to revise i nf orm at io n in this publication for a ny reason. Samsung Business Communications also reserves the right without prior notice to make changes in design or components of equipment as engineering and manufacturing may warrant. Disclaimer Sa[...]

E U D ec l a r a t i on o f C on f o r m i t y ( R TT E ) S a m s u n g E l e c t r o n i cs C o . , L t d . 259 Gongdan-Dong, Gumi-City Kyungbuk, Korea, 730-030 ( f a c t o r y na m e , add r e ss ) d ec l a r e u n d e r o u r s o l e r es po n s i b ili t y t h a t t h e p r od u c t D i g i t a l K e y p h on e S y s t e m " i D C S500 / O[...]

Intended Use This telephone s ystem is intende d to pro vide the us er with voic e comm unic ation bet ween the s ystem extensio ns and c onnecti on to th e public switche d tele phone network b y digital or a nalogue l inks . The telep hone s ystem m ay b e provided with th e abi lit y to comm unic ate with loc al com puter net work s to provide C[...]

Preface About Your Samsung OfficeServ500 System The Samsung OfficeServ500 system comprises three separate versions: ‘S’ (small), ‘M’ (me- dium) and ‘L ’ (large). They are defined by thei r size and functionality—the larger systems providing support for more telephone port s and features than the smaller systems—and are designed to s[...]

OfficeServ General System Diagram External paging zo nes Computer Cadence & SVMi-8/16 voice mail & auto attendant Loud Bells Door phones Voice mail/auto attendant systems 48VDC Battery Backup Printer or call a ccounting system SMDR External music sources i DCS 64B AOM i DCS 14B AOM i DCS 8D Keyset i DCS 28D Keyset i DCS 18D Keyset Single Li[...]

i Contents Chapter 1 Introduction to OfficeServ500 ...................................... 1-1 T erminology ........................................................................................................................... 1-1 General Description ...............................................................................................[...]

ii Contents Sample Keyset Displays .................................................................................................... 4-37 Call Handling .................................................................................................................. ....................... 4-37 Caller ID Displays ................................[...]

1-1 Chapter 1 Introduction to OfficeServ500 This chapter cont ains the following sections: y T erminology y General Description y Sizes and Configurations y Differences Between OfficeServ500 Systems y T echnology y Programming Terminology The Samsung OfficeServ500 digit al telephone system is designed for medium-sized busi- nesses. The system is co[...]

1-2 Chapter 1 Introduction to OfficeServ500 Sizes and Configurations OfficeServ500 is a fully modular system. A basic system comprises a single cabinet config- ured as a KSU with interface card s and keysets. Up to two additional (e xpansion) cabinet s can be connected to a single cabinet ‘L ’ system to enhance its abilit ies. A fully exp anded[...]

1-3 NOTE: The first power supply slot in each cabinet must be occupied by a PSU-B to supply sufficient power to all 10 slots (nine universal and a processor sl ot) and support up to 56 stations. A second PSU-B may optionally occupy the second power supply slot. Three Cabinet System In a fully expanded three cabinet sy stem ( Figure 1–3 ), there a[...]

1-4 Chapter 1 Introduction to OfficeServ500 T able 1-1 Allowed System Configurations (Cont d) OfficeServ500 Classification Component S M L Remarks DBS g g g DE CT Base S tatio n 8BSI g g g Accommodates eight DECT Base S tations (DBS) per card Max. 1 card for ‘ S’ & ‘M’ sy stems Max. 3 ca rds for ‘L ’ systems DECT OD8000 g g g DE CT [...]

1-5 T able 1-2 Slot s, Cards and I/O ports Item S or M V ersion L V ers ion Cabinet s SIngle cabinet One, two or t hree cab inets Universal Sl ots 16 channel : 6 (‘M’), or 3 (‘S’) 32 chann el : 3 16 channel : Max. 17 32 channel : Max. 9 Basic Cards In stalled MCP2 card PSU-B card MCP2, SC P2 and LC P2 card, ESM daughterboard, PSU- B card Da[...]

1-6 Chapter 1 Introduction to OfficeServ500 Technology Memory The system operates using stored program control. The program is stored on a SmartMedia card inserted into the Main Control Processor (MCP2) card. MCP2 Card The card cont ains a minimum of 16 Megabytes (MB) of NAND-Flash memory providing a backup customer dat abase and a backup operat in[...]

1-7[...]

2-1 Chapter 2 Hardware Descriptions This chapter describes the hardware fo r OfficeServ500 systems, as follows: y System Cabinets y Common Control Cards y Interface Cards y Station Equipment System Cabinets System cabinets are made of metal and are therefore robust. They are used as the main cabinet / key service unit (KSU), or as expansio n cabine[...]

2-2 Chapter 2 Hardware Descriptions Common Control Cards PROCESSOR CARDS The system requires a processor card (or cards) in order to operate. In a single cabine t system, only the Main Control Processor (MCP 2) card is required. (See the Technology section in Chapter 1 for a descript ion of how Main Control Processor cards work.) When the system is[...]

2-3 MAIN CONTROL PROCESSOR (MCP2) DAUGHTERBOARD CAPABILITIES Position Type of Daughter board Allowed LOC1 MFM, SCM, RCM2 and ESM* LOC2 MFM, SCM, RCM2 LOC3 MFM, SCM, RCM2 and MISC * The ESM must be installed in this position in a mu ltiple cabinet system or a singl e cabi net system running ‘L’ version software. . NOTE: Only one of any given typ[...]

2-4 Chapter 2 Hardware Descriptions Local Control Processor Card (LCP2) The Local Control Processor (LCP2) card is installed in the dedicated processor slot 10 of each expansion cabinet and does not reduce the available universal card slots of that cabinet. The LCP2 card has positions for three daughterboards (refer to t he table below). The first [...]

2-5 Multi-Frequency Module (MFM) The MFM installs in any position on any processor card and in the daughterboard position of the TEPRI card. The main purpose of the MFM is to provide DSPs for DTMF and tone detection. The receivers are also used for AC15 trunks and DISA. y 12 DSPs for DTMF and tone detection. Expanded Switch Module (ESM) The ESM is [...]

2-6 Chapter 2 Hardware Descriptions y One common bell relay contact closure y Two software assignable relay contact closures SMARTMEDIA CARDS An OfficeServ500 system must have a SmartMedia card installed on the MCP2 since the card contains the system operating software. The SmartMedia card can also be used to store a backup customer database to sup[...]

2-7 AC15 This card contains three 4-wire AC15 tie lines. It can be in serted in any universal card slot in any cabinet. This card can be used for two-way DDI calling. TEPRI Digital Trunk When programmed as an E1, this card provides up to 30 trunk circuits in any combination of the following: y Loop start lines y DID (Direct Inward Dialling) y E&[...]

2-8 Chapter 2 Hardware Descriptions 8BSI The Base Station Interface (8BSI) card provi des DECT cordless communication services through DECT Base Stations (DBS) and mobile handsets. The card supports up to eight DBS. ‘S’ and ‘M’ systems support one 8BSI card and ‘L’ systems support a ma ximum of three 8BSI cards. The table below shows th[...]

2-9 8SLI This card is an 8-circuit analogue station interface for industry standard single line telephones or other analogue peripheral devices. The 8SLI does not contain any over- voltage protection and is not qualified as OPX. It also does not contain DTMF receivers, but shares system DSP resources. It can be inserted in any universal card slot i[...]

2-10 Chapter 2 Hardware Descriptions OTHER CARDS Auto Attendant This optional 8-port card can be used for the Automated Attendant, or Uniform Call Distribution (UCD) or a combination of both. For more information about the Au tomated Attendant and UCD, see the System Features section in Chapter 4. SVMi-8 / SVMi-16 The SVMi-8 / SVMi-16 Voice Mail sy[...]

2-11 Station Equipment Note that the keysets described here may differ according to the country of use. OFFICESERV 5000 SERIES KEYSETS  2-Line LCD IP Keysets 14-Button 2-Line LCD IP Keyset (ITP-5014D) (Figure 2 –1) y 48-character display (2x24) LCD with three associated sof t keys and scroll key y Supports dat a and voice transfer using Intern[...]

2-12 Chapter 2 Hardware Descriptions  2-Line LCD DS-5000D Keysets 14-Button 2-Line LCD Keyset (DS-5014D) (Figure 2–3) y 48-character display (2x24) LCD with three associated sof t keys and scroll key y 14 programmable keys y Navigation keys for easy use of keyset functions y Five fixed-function keys y Built-in spea kerphone y Keyset S tatus In[...]

2-13  2-Line LCD DS-5000S Keysets 7-Button 2-Line LCD Keyset (DS-5007S ) (Figure 2–5) y 48-character display (2x24) LCD with three associated sof t keys and scroll key y 7 programmable keys y Five fixed-function keys y Built-in speakerphone y Keyset S tatus Indicator y Eight select able ring tones y V olume Up/Down keys for digital control of [...]

2-14 Chapter 2 Hardware Descriptions  Large LCD Keysets 12-Button Large LCD IP Keyset (ITP-5012L) (Figure 2–8) y Large LCD with 12 keys for feature selection y Supports dat a and voice transfer using Internet Protocol y Navigation keys for easy use of keyset functions y Five fixed-function keys y Keyset S tatus Indicator y Eight select able ri[...]

2-15 OFFICESERV 5000 SERIES KE YSET DAUGHTERBOARDS [DS-5014D, DS-5021D and DS-5038S Keysets Only] DS-5014D, DS-5021D and DS-5038S keysets support one of three different types of daughterboards installed on them to enhance operation or to provide an additional local port depending on the type of daughterboard. KDB-Digital Line Interface (KDB-D) If y[...]

2-16 Chapter 2 Hardware Descriptions LCD 12B Keyset (Figure 2–12) y 32-character display (2 x 16) with three associated 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 selecta[...]

2-17 DS-2100B Keyset (Figure 2–15) 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 2–16) y 48 programmable keys y Up to fou[...]

2-18 Chapter 2 Hardware Descriptions KDB-SLI This daughterboard can be installed only in a 12B or 24B keyset. The KDB-SLI provides one additional SLI circuit for the connect ion of any standard telephone device. This KDB-SLI will only operate when the keyset is connected to an 8-port DLI card so it can use the second B channel. Each port on this ca[...]

2-19 8-Button i DCS Keyset (8D) (Figure 2–19) y 32-character display (2 x 16) with three associated soft keys and scroll 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[...]

2-20 Chapter 2 Hardware Descriptions i DCS SERIES KEYSET DAUGHTERBOARDS [28D and 18D Keysets Only] i DCS 28D and18D keysets support one of three different types of d aughterboards installed on them to enhance operation or to provide an additional local port depending on the type of daughterboard. i DCS KDB-Digital Line Interface (FKDBD) If your key[...]

3-1 Chapter 3 Specifications This chapter provides the technical dat a for the OfficeServ500 hybrid/key telephone system as follows. y Electrical S pecifications (PSU-B) y Dimensions and Weight s y Environmental Limit s y Cable Requirements y Reserve Power Duration Estimates y System T ones y Keyset LED Indications Electrical Specifications (PSU-B)[...]

3-2 Chapter 3 Specifications Cable Requirements EQUIPMENT CABLE A WG / mm MAX METRES DIGIT AL KEYSET 1 PR. TWISTED #24 / 0.5 400 ADD-ON MODULE 1 PR. TWISTED #24 / 0.5 400 SINGLE LINE ST A TION 1 PR. TWISTED #24 / 0.5 1000 DOOR PHONE 2 PR. TWI STED #24 / 0.5 100 *This is the maximum dist ance a door phone can be from the DPIM. The DPIM can be up to [...]

3-3 System Tones CADENCE (Milliseconds) TON E On Off On Off DIAL TONE A steady tone that indicates you can begin dialling CONTINUOUS RINGBACK TONE The station you dialled is ringing 400 200 400 2000 DDI RINGBACK T ONE Ringback tone heard by external party when dialing DDI number 1000 3000 1000 3000 BUSY TONE The station you dialled is busy 350 350 [...]

3-4 Chapter 3 Specifications 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 O N 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 INDICA TION RED 1 12 ipm for 500 ms 500 ms OPERA TOR CALLS[...]

4-1 Chapter 4 Business Features Package This chapter describes the features avail able on the Of ficeServ500 system. It is subdivided into the following sections. y System Features y S tation Features y Display Features y Sample Keyset Displays y Sample Caller ID Displays y Sample UCD Displays y Sample SMDR Printout y Sample UCD Report y UCD Call S[...]

4-2 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e *Requires optional hardware and/or software. Ask your dealer fo r details. System Feature Descriptions AC15 Tie Lines Y our office can be connected to another of fice with a tie line. Use it to make calls to st ations in the other system. If programming allows, you can access lines in the [...]

4-3 Account Code Entry S tation users may enter an account code (maximum 12 digit s) before hanging up from a call. This account code will appear in the SMDR printout for that call record. Keyset users may enter this code using an account code key without interrupting a conversation. Single lin e telephone (SL T) users must tempo rarily interrupt t[...]

4-4 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Attention Tone T o get your attention, a brief tone precedes all page announcement s and internal voice calls. There are separate programmable duration timers for p age and voice announce tones. Authorisation Codes Authori s ati o n codes gi v e permissi o n to make a call. Maximum number [...]

4-5 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. Boss/Secretary Service See Executive/Secretary Pooling for a description of setting up and using ‘Boss’ and ‘Secre[...]

4-6 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Caller Identification (Calle r ID or CID) The system supports caller identification o n ISDN circuits as a means of identifying an incoming caller . It is also possible for st ation users to identify themselves to external parties by sending CID information when making calls . NOTE: CID is[...]

4-7 Investigate This feature allows selected st ations with a special class of se rvice to investigate any call in progress. If CID information is available for an incoming call, y ou can see to whom this st ation user is speaki ng. On outgoing calls, you can see who was called. Af ter investigating, you may barge-in on the conversation, disconnect[...]

4-8 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Busy This feature forwards all calls only whe n the statio n i s busy on another call. The st ation user can make calls as usual . No Answer This feature forwards calls that are not answered within a pre-program med time. The user can make and receive calls as usual. The timer is programma[...]

4-9 Call Park and Pa ge Each C.O. line has its own park zone. This simple method eliminates confusion and ensures that a park zone is alw ays available. Pressing the P AGE key parks the call autom atically . There are no extra keys to press and there is no lost time looking for a free zone. Call Pickup Directed With dir ected call pick up, users c [...]

4-10 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Common Bell Control The MISC daughterboard provides relays that may be programmed to control a customer- provided common bell or common audible device. These contacts must be programmed as members of a station group and may provide steady or interrupted closure. Computer Telephony Integra[...]

4-11 Data Security Single line telephones used with modems and fa csimile machines can be programmed so that they will not receive any system-generat ed tones that would disrupt data transmissions. In addition, these devices receive DCS C.O. ringing pattern instead of internal ring p attern. Devices connected to an SLI card receive a disconnect sig[...]

4-12 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Distinctive Ringing A user recognises the type of call received by the type of ring heard. Outside calls have a double ring repeated while internal calls have a single ring repeated. In addition, any trunk or st ation can be programmed to ring a keyset with a predefined ring tone (selecta[...]

4-13 With Warning Tone When the barge-in with tone option is set, the barging-in key set has its microph one on and the barged- in on statio n receives an override display . A double burst of warning tone sounds and repeat s every 10 seconds. This feature does not wo rk from singl e line telephones. Without Warning Tone When the barge-in without to[...]

4-14 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Flexible Numbering Default system programming allows stations to have 3- or 4-digit extension numbers beginning with the digit 2 or 3. Three-digit default extension numbers begin with 201 and 4- digit defaults begin with 2001. S tation group numbers can be three or four digit s beginning [...]

4-15 IP Phone Interface An additional Media Gateway Interface (MGI) card is not required for calls between local IP phones, but must be inst alled to allow IP phones to call digit al keysets and non-IP phones. There are two types of MGI card: MGI2 and MGI3. Up to five MGI2 cards, or up to t wo MGI3 cards, can be installed p er system. The MGI3 card[...]

4-16 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Live System Programming The system can be programmed from any display keyset or PC without interrupting normal system operation. There are three levels of pr ogramming: technician (or system), customer and station. The technician (system) level has access to all programs and can allow the[...]

4-17 Music-On-Hold (MOH)—Sources The system provides for up to six different types of MOH source, including silen ce (“NONE”): None : No audio is played to the listener Tone : A tone or “beep” is repeat ed at a programmable interval Chime : A music chime source (Old F olks At Home) loca ted on the MCP card is played to the listener . Exte[...]

4-18 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Call Intrusion (Barge In) . This feature operates in the same manner as in a non-networked switch. Call Offer/Call Waiting (Camp On) . This feature operates in the same manner as in a non n etworked switch. When a called st ation is busy , the caller can p ress a Camp-On key and appea r a[...]

4-19 Overflow Operator When calls ringing an operator group go unanswe red, t hey can overflow to a nother destination af ter a programmed peri od of time. The operator g roup has it s own timer . The overflow destin ation can be a station or st ation group. Station Group When calls ringing a station group go unanswered, they can overflow to anothe[...]

4-20 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Recalls Calls put on hold, transferred or camped-on to any station will recall to the originating st ation if not answered within a programmable time. A recall that goes unanswered for the duration of the attendant recall timer will recall to the system operator group. Hold, transfer , ca[...]

4-21 Speed Dial Numbers A library of speed dial numbers may be allocated as needed. Maximum numbers per syste m is: ‘S’ and ‘M’ = 2000 ‘L ’ = 2500 The system list can have up to 500 or 950 numbers, depending on how your system is programmed. Each station can have up to 5 0 numbers. S peed dial numbers are assigned in blocks of 10. Each [...]

4-22 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e System Alarms A DISA alarm will warn the customer if the DI SA security system has been triggered by too many incorrect password attempt s. The alarm c an ring any station or group of st ations and show an appropriate display at the assigned st ation(s). System Maintenance Alarms Internal[...]

4-23 Tone or Pulse Dialling Outside lines can be programmed for either tone or pulse dialling to meet local telephone company requirement s. Traffic Reporting The system can store peg count s for various types of calls. These peg counts can be printed on-demand, daily , hourly , or for up to three separate programmable shift s. The report includes [...]

4-24 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Group Supervisors Multiple supervisors ca n be assigned to each group or one st ation can be given superviso r statu s for multiple groups. T he group supervisor (usin g a display keyset) can add and delete agent s in real time to/from the group to handle the workload. Printed Reports Age[...]

4-25 Walking Class of Service (WCOS) This feature allows users to make calls or use features from a st ation that is normally restricted. The feature is similar to the Authorisation Code feature. Both methods change the class of service to correspond with the st ation passcode or authorisatio n code that is dialled. After the call is completed, the[...]

4-26 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Station Feature Descriptions Add-On Modules (AOM) A variety of AOMs are available for connecting to keysets. They increase the n umber of available programmable keys. The keys, with red LEDs, can be used for featu re keys, DSS/BLF keys or one-touch speed dial keys. 14-Key AOM for i DCS Se[...]

4-27 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, caller s may request a callback by pressing one key or dialling a c[...]

4-28 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Call Pickup With directed call pickup, a user can answer calls ringing at any station by dialling a code plus that extension number . The group pickup feature allows the user to answer any call ringing within a pickup group. Pickup keys may be customized with extenders to allow pickup fro[...]

4-29 Line Queuing with Callback If the called out side line is busy , the station u ser can press the CALLBACK key or dial the access code to place the st ation in a callback queue. The user will be called back when the line is available. A system-wide maximum num ber of callbacks, including busy st ation and busy trunk, are allowed at one time, as[...]

4-30 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e One-Time Do Not Disturb The Do Not Disturb (One T ime) feature is used to stop all calls to a st ation when the user is on an outside line and does not want to be disturbed for the duration of the call. Upon completion of the call, DND is cancelled and the st ation is returned to normal s[...]

4-31 Protection from Barge-In Each station can be p rogrammed as secure or not secure. Secure stations cannot be barged-in on. A station that is not secure also cannot be barged-in on when t alking to a secure station. Pullout Directory Tray A pullout directory tray is located beneath some types of keyset (e.g. Euro). It is used to record station d[...]

4-32 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Set Relocation This feature allows a user to relocate to a st ation other than their usual one and, by dialling a code and extension number at the station, tr ansfer all the features and program settings (trunk ring, station grou p, station Class of Se rvice, st ation speed dial, key assi[...]

4-33 Display Features Account Code Display Conference Information Call Duration T imer Date and T ime Display Call for Group Identification Dial By Name Call Processing Informatio n Dialled Number Caller ID (CID) Information Enhanced S tation Progra mming Name/Number Di splay Identification of Recalls Next Call Identific ation of T ransfers Save CI[...]

4-34 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Next Call In the event that there is a call wa iting or a camped-on call at the user’s keyset, the user can press th e NEXT key to displ ay the CID information associated wi th the next call in queue at the st ation. Either the CID name or numbe r will show in the display depending on t[...]

4-35 Date and Time Display In the idle condition, the current date and time are displayed . Display keysets can h ave a 12- or 24- hour clock in either the WESTERN or ORIENT AL display format, with day/month information shown in upper case or lower case letters. Dial By Name Each station and sp eed dial number can have an associate d directory name[...]

4-36 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Programmed Message Display Preprogrammed station messages set by other st ations are displayed at the calling station’ s keyset. Soft Keys Below the LCD on 2-line display keysets, there are three soft keys and a SCROLL key . These keys allow the user to access features allowed by the st[...]

4-37 209: Tim Kelly FRI 23 Sep 0 2:54 Call for 501 202 Mr. Smit h Call for 501 706 Local #6 203: Busy CBK MSG CAMP Æ OHVA from 203 REJECT Conf with 203 John CONF: 202 70 2 CONF Æ Transfer to 203 John Call from 201 Operator DO NOT DISTU RB ON OFF Sample Keyset Displays Display keysets have either a large liquid cry stal display (LCD) or a 2-line L[...]

4-38 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Caller ID Displays 13054264100 702: RINGING This display shows an incoming call from 1-305-426-4100 on Line 702 ringing directly at your station. 05/25, 09: 4 1, 702 CLEAR NND DIAL This display shows the information on the abandoned call list. This call came in on May 25 at 9:41 A.M on li[...]

4-39 UCD Displays 005 calls in queue now There are five calls currently waiting to be answered by the UCD group . 06 available 04 logged in There are si x members in the group. Four of the memb ers are current ly logged in. longest wait time is 02:24 The longest call on hold (waiting to be answered) was for two minutes, 24 seconds. This data applie[...]

4- 4 0 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Sample SMDR Printout SMDR REPORT FOR [ABC PLC] 03/24/04 11:21 1 2 3 4 5 6 7 8 9 1 2 3 1234567890123456789012345678901234567890123456789012345678901234567890123456789012345678901234567890123456789012345678901234 ============================================================================[...]

4-41 Sample UCD Report UCD GROUP 52 9 : SALES FROM: SUN 02 Feb 00:00 TO : SUN 02 Feb 02:54 CALL STATISTICS ============ === AVERAGE RING TIME(TI ME TO ANSWER ).. . ...00 :40 NUMBER OF TI MES ALL AGENTS BU SY........00 002 AVERAGE TIME IN QUEUE........ ..........00 :51 TOTAL CALLS RECEIVED......... ..........00 011 LONGEST QUEUE TIME(T ODAY ).... ..[...]

4-42 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e UCD Call Statistics Calls in Queue Now How many calls are currently in queue. This is a real-time st atistic and so will not print on a report. Total Calls Abandoned This shows the number of callers that reached the UCD group, but hung up before being answered. A high number probably mean[...]

4-43 This statist ic includes: • Calls answered by agents. • Calls that are not answered by an agent and go to the 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: a) Queue time beg[...]

4-44 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e UCD Agent Statistics Logged in The number of stations programmed in the UCD group and the number of st ations that are currently logged in. Thi s is a real-time st atistic and so will not print on a report. Status This screen shows the agent’ s name, extension number and status. The st [...]

4-45 Sample Traffic Report TRAFFIC REPO RT FOR [ SAMSUNG ] Mar/21/199 9 13:35 ************ ******** *** * **** SYS TEM STATI STI CS * ***** *** *** * ***** *** *** * ***** * BEGINNING: Mar/15 /1999 00:42 ENDING: Mar/21/ 1999 13:32 ACTIVITY SYSTEM TOTAL INCOMING TRUNK CAL LS - ANSWERED.. ............. ... 3041 INCOMING TRUNK CAL LS - NOT ANSWERE D..[...]

4-46 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Traffic Report Overview 1. BEGINNING & ENDING This identifies when the st atistics were collected. It includes date s and times. 2. ACTIVITY SYSTEM TOTAL Overall summary of traf fic in the system for activities 3 to 13. 3. IN COMING TRUNK CA LLS–ANSWERED These are any incoming trunk[...]

4-47 9. TRUNK RECALLS TO STATION These are trunk calls that were pla ced on any ki nd of hold and recalled a st ation. These are also trunk calls that were transferre d, were not ans wered, and re called the transferring st ation. This includes members of the operator group that put calls on hold which then recall the operator’s station. 10. TRUN[...]

4-48 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e 1. TRUNK A listing of each trunk in the system. 2. TRUNK NAME The names of each trunk a s set in MMC programming. 3. ATTA Average T ime T o Answer for trunks (in se conds): calculated from the time that ringi ng voltage is detected at the trunk interface u ntil the trunk is answered by a [...]

4-49 1. OUTSIDE CALLS These statisti cs are for outside calls that reach thes e station group s regardless of how they arrive there. 2. GROUP Listing of all station group s in the system. 3. ANSD This column is a peg count of all answe red trunk calls that rang to the specific group directory number regardless of how they arrived. 4. NOT–ANSD The[...]

4-50 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e 1. OUTSIDE CALLS These st atistics are for out side calls that in any way reach individual st ations or devices. 2. EXT Listing of all extension numbers in the sy stem. This also in cludes AA and VM ports. 3. STATION NAME The name for each pa rticular st ation as set in MMC programming. 4[...]

4-51 11. INTERNAL S tatistics for internal calls. An internal call made from a statio n or a stati on device within the system to another sta tion. 12. ANSD This is the number of times an internal call wa s answere d by this spec ific station. Screene d transfers count as an answered inte rnal call. 13. DIALLED The number of times the specific st a[...]

4-52 Chapter 4 B u s i n e s s F e a t u r e s P a c k a g e Sample Alarm Report ALARM REPORT FOR [iDCS 500 SAMPLE ] MAR/24/1999 19:45 =========== ============== ============== ============= ============== ==== MM/DD/YYYY ERR.TIME ERR.CODE ERROR DISPLA Y POSITION =========== ============== ============== ============= ============== ==== 03/14/1999[...]

5-1 Chapter 5 Hotel Features Samsung's hospitality solutions combine sophisticated fron t-of-house management functions with a comprehensive range of guest services - ideal for all hospit ality environments such as hotels, hospit als, nursing homes and halls of residence. The Hotel application is co ntrolled via an administrator ’s display p[...]

5-2 Chapter 5 Hotel Features Billing (BILL Key) Used to add or delete items to/from a guest-room bill (invoice) . When adding an item to a bill, the system checks the amount added against any cash deposit already entered for the room and displays a message if the deposit amount is exceede d. V A T and other taxes are auto- matically applied to ente[...]

5-3 Credit (CREDIT Key) Y ou can credit a guest’s room or phone bill if the guest makes a pre-payment (deposit) when checking in or subsequently makes a cash p ayment to offset some of the charges already in- curred. A deposit can be entered during the check-in procedure. If the existing deposit for a room is exceeded when adding items to a room [...]

5-4 Chapter 5 Hotel Features Print Room Bill Room bills (invoices) are printed automatically when a guest is checked out (see Check Out ). However , you may wish to print a bill without checking out the guest. The Check Out feature also provides a Print option for this. The bill is printed but charges continue to accrue on the bill until a check-ou[...]

5-5 Timers Hotel has configurable timers for levying charges on guest-rooms and for room cleaning. When the set Check Out timer expires, an additi onal day’ s charge is levied on all rooms still occupied. (For exceptions to this rule, see Room On Hold . A separate timer also allows you to exclude rooms checked in af ter a given ti me each day .) [...]

Samsung Business Communications Brookside Business Park , Greengate, Middle ton, Manchester M24 1GS[...]