iii Copyright © Samsung Electronics Co., Ltd. 2003 All rights reserved. Samsung, the Samsung logo, Samsung iDCS 100 are registered trademarks. All other product names are used for identification only and may be trademarks and/or registered trademarks of their respective companies. Product specifications subject to change without notice.
iv PREFACE About This Manual iDCS 100, Digital Communication System, is a digital telephone system designed for small to medium–sized businesses. This manual provides an overview of the Samsung iDCS 100, Digital Communication System, including system structure and hardware, features and facilities and specifications. This guide consists of the following chapters.
v Table of Contents CHAPTER 1 INTRODUCTION TO SYSTEM............................................................................................ 1-1 GENERAL DESCRIPTION ................................................................................................................ 1-1 SIZE AND CONFIGURATION............................................................................................................. 1-2 TECHNOLOGY ...........................................................................
vi Figure 2–2 28 Button iDCS Keyset .................................................................................................... 2-5 Figure 2–3 18 Button iDCS Keyset .................................................................................................... 2-5 Figure 2–4 8 Button iDCS Keyset ...................................................................................................... 2-5 Figure 2–5 64 Button iDCS AOM ...............................................................
1-1 Chapter 1 Introduction To System This chapter describes the introduction to iDCS 100 system as follows. ! General Description ! Size and Configuration ! Technology ! Programming General Description iDCS 100, Digital Communication System, is a digital telephone system designed for small to medium–sized businesses. It can operate with the functionality of a square key system, PABX or a combination of both (hybrid). iDCS 100 employs the very latest DSP technology (Digital Signal Processors).
1-2 Chapter 1 Introduction To System Size and Configuration The iDCS 100 system consists of the basic Key Service Unit, an Expansion cabinet, Interface cards and Digital keysets. The Key Service Unit begins with eight (8) keyset ports expandable to 18 analogue C.O. line ports, or 24 lines if 4 BRI cards are used, or 32 stations. In addition, up to 8 keyset daughter boards may be added to the system along with the optional 2 SLI card.
1-3 Figure 1–1 iDCS 100 Configuration Matrix Table (with Analogue Trunks) – Expansion A type Trunk Lines 36 Two Cabinets 30 24 18 12 KSU 6 0 8 16 18 26 34 Station Lines Figure 1–2 iDCS 100 Configuration Matrix Table (with Digital Trunks) – Expansion A type Trunk Lines 42 50 58 66
1-4 Chapter 1 Introduction To System Figure 1–3 iDCS 100 Configuration Matrix Table (with Analogue Trunks) – Expansion B type Trunk Lines Figure 1–4 iDCS 100 Configuration Matrix Table (with Digital Trunks) – Expansion B type Trunk Lines The Figure 1–5 describes iDCS 100 system configuration using the Basic Key Service Unit (KSU) and Expansion A type cabinet. The Figure 1–6 describes iDCS 100 system configuration using the Basic Key Service Unit (KSU) and Expansion B type cabinet.
1-5 Figure 1–5 iDCS 100 System Configuration (Basic KSU + Expansion A ) CHAMP connector P5 P2 CHAMP connector P1 2 S L I M E M M I S C S L O T 1 S L O T 2 S L O T 3 P4 S L O T 4 Ringer PLL Power Supply Figure 1–6 iDCS 100 System Configuration (Basic KSU + Expansion B ) S L O T 5 S L O T 6 D C S P R I
1-6 Chapter 1 Introduction To System 1. Only one 2 SLI card can be installed in the KSU. 2. Only one MISC card can be installed in the KSU. 3. Only three expansion cards can be installed in the KSU and the additional can be added in the Expansion cabinet when expanded. 4. Only 8 KDbs can be installed in the keysets connected to the Basic KSU. 5. ISDN cards(BRI, PRI and TEPRI) require a PLL card installed in the KSU.
1-7 Technology Switching System switching is accomplished by means of a custom IC "engine" that provides 256 switchable digital channels. The engine is controlled by its own 16–bit Motorola MC 68000 microprocessor and switching control program. Each of the 256 digital channels is automatically assigned to carry voice or data as required by system operation in a PCM format. In addition to the 256 channels mentioned above, the systems also utilize Digital Signal Processors (DSPs).
1-8 Chapter 1 Introduction To System Programming The iDCS 100 system arrives from the factory with default data. Connect it to trunks, stations and power. Turn the system on and it is fully operational. The only thing left to do is customize the data to fit the customer’s needs. This is called programming the system. MMC stands for Man Machine Communication and each program is assigned a different three digit code(e.g. 100). These MMC codes are used to view, create or change customer data.
2-1 Chapter 2 Hardware Descriptions This chapter describes the hardware of the iDCS 100 system as follows.
2-2 Chapter 2 Hardware Descriptions MISC card MISC 1 or MISC 2 One dedicated slot in the Basic KSU is for an MISC card and two kinds of MISC cards are available. The MISC 1 card contains one additional External Music Interface for MOH or BGM, one additional External Page Interface, one Alarm Sensor Detection circuitry, 4 channels DTMF receiver, three General–purpose Dry contact relays, two RS232C Serial interfaces with connectors for PCMMC and SMDR and MODEM card interface.
2-3 Interface Cards 2 SLI card The 2 SLI card is installed in a dedicated slot on the KSU motherboard. The card provides two single line telephone interfaces equipped with Long Line protection and the ability to provide a loop disconnect signal. 3 TRK card The 3 TRK card provides three loop start C.O. interfaces with optional Caller ID relays. The first two C.O. interfaces are equipped with PFT relays. Each interface contains an interface for MPD or PRS which is optional.
2-4 Chapter 2 Hardware Descriptions The KDb–DLI board or KDb–SLI board, if installed in a digital keyset connecting to the 008 Basic KSU, provides a second DLI or SLI port. Only 8 KDbs can be installed in the keysets connected to the basic KSU. ITM3 card The number of the installed ITM3 card is limited to one in the iDCS 100 system. The ITM3 card supports 8 VoIP channels. These channels are H.323 compliant and are used in conjunction with either the G.723 or G.729 voice compression protocols.
2-5 Station Equipment iDCS SERIES EQUIPMENT 28 Button iDCS Keyset ! 32 character display (2 x 16) with three associated soft keys and a scroll key ! 28 programmable keys with tri-colored lights FALC ON 28 D Call 1 ! Four fixed function keys Call 2 Scroll Messag e ! Terminal Status Indicator ! Built-in speakerphone Memory Transfer Volum r HOLD ANS/R LS ! Eight selectable ring tones ! UP/DOWN buttons for digital control of speaker, handset and ringer volumes Redial Speake e Figure 2–2 28 B
2-6 Chapter 2 Hardware Descriptions 64 Button iDCS AOM ! 64 programmable keys with red lights ! A maximum of 2 can be assigned to any keyset to provide additional programmable keys ! A maximum of 4 per DCS System ! Available in dark gray or light gray Figure 2–5 64 Button iDCS AOM 14 Button iDCS AOM ! 14 programmable keys with red lights ! A maximum of one can be assigned to any keyset to provide additional programmable keys Available in dark gray or light gray Figure 2–6 14 Button iDCS AOM
2-7 DCS SERIES EQUIPMENT LCD 24B Keyset ! Built-in speakerphone ! 24 programmable keys (16 with tri-colored LEDs) ! Four fixed function keys ! 32 character display (2 x 16) with three associated soft keys and a scroll key ! UP/DOWN buttons for digital control of speaker, handset and ringer volumes Figure 2–7 LCD 24B Euro Keyset ! Eight selectable ring tones ! Desk- or wall-mounted ! Available in almond or charcoal STD 24B Keyset ! Built-in speakerphone ! 24 programmable soft keys (16 with tri-colored LE
2-8 Chapter 2 Hardware Descriptions 6B LCD Model Keyset ! Built-in speakerphone ! 6 programmable keys ! Four fixed function keys ! UP/DOWN buttons for digital control of speaker, handset and ringer volumes ! Eight selectable ring tones per keyset ! Desk- or wall-mounted Figure 2–10 6B LCD Model Keyset Available in almond or charcoal 48 Button AOM ! 48 programmable keys ! Available in almond or charcoal ! One or two can be assigned to any DCS keyset to provide additional programmable keys Figure 2–11 4
2-9 DS 24D Keyset ! 8 programmable keys with tri-colored lights: Used to call stations directly, to indicate busy conditions of other stations, for One Touch dialing and many other system features. ! Volume Control Keys: Used to set independent levels for handset, speaker, background music, ring and page volumes. ! Transfer Key ! Redial Key ! Microphone: For handsfree operation.
2-10 Chapter 2 Hardware Descriptions Door Phone Interface Module (DPIM) & Door Phone ! The DPIM adapts any DLI circuit for use with the door phone unit ! Commonly used to request entry through locked doors (interior or exterior) or as a room monitoring box ! Provides contact control to be used with customer-provided electric door lock ! Door phone is wall-mounted ! Door phone is weather resistant Figure 2–14 Door Phone Interface Module Figure 2–15 Door Phone Single Line Telephone ! Data Port: selectabl
2-11 KDb-DLI This is a small daughterboard that can be installed only in the 12 or 24 button keyset. The KDb-DLI will provide one additional DLI circuit for the connection of any digital station device such as a keyset, add-on module or DPIM. This KDb-DLI 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 card is intended for connection to one telephone.
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3-1 Chapter 3 Specifications This chapter describes the technical data for the iDCS 100 hybrid/key telephone system as follows. ! Electrical Specifications Key Service Unit ! Interface Cards ! Station Equipment Electrical Specifications AC INPUT 220~240VAC, 50Hz, 3.0A POWER CONSUMPTION (MAX) 140 WATTS MAX FUSE RATING 2AMP +5 VOLTS 4.0 AMPS MAX DC OUTPUT - 55 VOLTS 1.7 AMPS MAX (for SLT/KTS Feeding voltage) - 54 VOLTS 0.
3-2 Chapter 3 Specifications This is the maximum length of the cable between the door phone and the DPIM. The DPIM can be installed up to 274 cable meters from the KSU. System Tones Tone Frequencies Cadence Dial Tone 350 + 440 Hz CONTINUOUS Ring Back Tone 440 + 480 Hz 1 sec on + 3 sec off Busy Tone 480 + 620 Hz 0.5 sec on + 0.5 sec off DND/No More Tone 480 + 620 Hz 0.25 sec on + 0.25 sec off Error Tone 480 + 620 Hz 0.
4-1 Chapter 4 Business Feature Package This chapter describes various features of the iDCS 100 system as follows.
4-2 Chapter 4 Business Feature Package SYSTEM FEATURES Account Code Entry Forced - Verified Forced - Not Verified Voluntary Account Code Key All Call Voice Page Attention Tone Authorization Codes Forced Voluntary Auto Attendant† Automatic Hold Background Music Cadence–Integrated Voice Mail Call Activity Display Call Costing Caller Identification† Caller ID Calling Line Identification (CLI) Calling ID Features Name/Number Display Next Call Save Caller ID Number Store Caller ID Number Inquire Park/Hold Call
4-3 SYSTEM FEATURE DESCRIPTIONS ACCOUNT CODE ENTRY Station users may enter an account code (maximum 12 digits) 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 line telephone users must temporarily interrupt the call by hook-flashing and dialing the feature access code. Manually entered account codes can be up to 12 digits long.
4-4 Chapter 4 Business Feature Package VOLUNTARY Any station user can always enter an authorization code before they begin dialing. The dialed authorization code is verified from a system list of 250 authorization codes for iDCS 100. AUTO ATTENDANT The integrated digital automated attendant feature (AA) provides six ports per AA card and four ports at MISC2 for simultaneous answering and call processing. A maximum of five cards can be installed in one system.
4-5 CADENCE–INTEGRATED VOICE MAIL The iDCS 100 can be equipped with Samsung’s proprietary integrated voice mail and auto attendant card (SVMi Series). It provides 4–8 (2-4) ports of voice processing, expandable in four (two) port increments. Because it is built into the system it provides such feature as one touch Call Record, Answering Machine Emulation and Voice Mailbox Administration with interactive keyset displays. Ask your dealer for literature on Cadence.
4-6 Chapter 4 Business Feature Package Calling Line Identification (CLI) On ISDN circuits, calling party information is called CLI and is supported on both BRI and PRI type circuits. The iDCS 100 only supports Number delivery and a name can be attached the telephone number of frequent callers via the CLIP translation table. CALLER ID FEATURES The following features apply to all forms of Caller Identification, however, to make them easier to read caller identification is referred to as Caller ID.
4-7 INVESTIGATE This feature allows selected stations with a special class of service to investigate any call in progress. If Caller ID information is available for an incoming call, you will know to whom this station user is speaking. On outgoing calls, you can see who was called. After investigating, you may barge-in on the conversation, disconnect the call or hang up.
4-8 Chapter 4 Business Feature Package FORWARD DND This feature works with the Do Not Disturb feature. This allows calls directed to a station in Do Not Disturb or One Time Do Not Disturb to forward immediately to another destination. FOLLOW ME This feature allows the user to forward all calls from another station to the user’s station or change the forward destination to the user’s current location. EXTERNAL This feature forwards C.O.
4-9 CALL HOLD (SYSTEM) Outside calls can be placed on system hold at any station. Users may dial the access code or press the HOLD button. Calls on system hold may be retrieved at any station. CALL HOLD (REMOTE) Outside calls can be placed on hold at a remote station. This feature allows calls to be answered at one keyset and placed on hold at another station.
4-10 Chapter 4 Business Feature Package CHAIN DIALING Keyset users may manually dial additional digits following a speed dial call or chain together as many speed dial numbers as are required. CLASS OF SERVICE The system allows a maximum of 30 station classes of service. Each class of service can be customized in memory to allow or deny access to features and to define a station’s dialing class. Each station can be assigned different classes of service for day and night operation.
4-11 CUSTOMER SET RELOCATION Customer Set Relocation allows the customer to exchange or swap similar stations in the iDCS 100 without wiring changes. All individual station assignments such as trunk ring, station group, station COS, station speed dial, button appearances, call forwarding, etc. will follow the Customer Set Relocation program.
4-12 Chapter 4 Business Feature Package DIRECT INWARD DIALING (DID) E1/COPPER The term Direct Inward Dialing or DID refers to four types of digit steered inbound call handling. These are DID, Both Way DID, Dialed Number Identification service (DNIS and Direct Dial In (DDI). The iDCS 100 supports all four types as described below. DID is an inbound only service where multiple telephone numbers are assigned, usually in blocks of twenty, to a single circuit or small group of circuits.
4-13 DISTINCTIVE RINGING A user knows the type of call received by the type of ring heard. Outside calls have a single ring repeated while internal calls have a double ring repeated. In addition any trunk or station can be programmed to ring a keyset with a predefined ring 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.
4-14 Chapter 4 Business Feature Package EXTERNAL MUSIC INTERFACES The iDCS 100 MISC card provides up to two inputs for connecting to customer provided external music sources. One is located on iDCS 100 base board which is selectable using internal music source or external music source by shunt pin setting. Another is located on the MISC card. These sources can be used to provide background music, or any of the varied Music On Hold (MOH) uses.
4-15 INCOMING CALL DISTRIBUTION Incoming calls can be assigned to ring a distributed station hunt group. This allows all members of the group to share the call load. INCOMING/OUTGOING SERVICE Outside lines are available for incoming or outgoing service. Programming allows any outside line to be used for incoming calls only, outgoing calls only or both way service.
4-16 Chapter 4 Business Feature Package LIVE SYSTEM PROGRAMMING The system can be programmed from any display keyset or personal computer without interrupting normal 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 to system programs as needed. Technician and customer access are controlled by different security passcodes. Programming from a PC requires the PCMMC program.
4-17 MUSIC ON HOLD – SOURCES The iDCS 100 provides for up to six different types of Music on Hold source including silence or “NONE” as listed below: ! None: No audio is played to the listener ! Tone: A tone or “beep” is repeated at a programmable interval ! Chime: A music chime source located on the Base board is played to the listener. ! External source: An external source connected to a MISC card, such as a digital announcer or radio, is played to the listener.
4-18 Chapter 4 Business Feature Package Call Forward Unconditional (CFU). This is a different feature from the normal call forward all 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 normal forward all where all calls to the forwarded station will be forwarded to the forward destination. Forward External.
4-19 OPERATOR GROUP The operator group can contain 32 stations to answer incoming calls. Calls to this group can be set for distributed, sequential or unconditional ringing. Operators can use the In/Out of Group feature to meet flexible operator requirements. Operator groups are selectable per ring plan. OVERFLOW OPERATOR When calls ringing a operator group go unanswered, they can overflow to another destination after a programmed period of time. The operator group has its own timer.
4-20 Chapter 4 Business Feature Package PROGRAMMABLE TIMERS There are over 50 programmable system timers to allow each installation to be customized to best fit the end user’s application. RECALLS Calls put on hold, transferred or camped-on to any station will recall to the originating station 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.
4-21 SECRETARY POOLING Each keyset may be defined as an executive (BOSS in programming) or a secretary (SEC 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 known as executive/secretary pools. There can be multiple pools in a system.
4-22 Chapter 4 Business Feature Package 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 stations. SYSTEM MAINTENANCE ALARMS The iDCS 100 continuously performs internal system diagnostics. When either a major or minor fault is detected the system can ring stations with an ALARM KEY assigned.
4-23 TONE OR PULSE DIALING Outside lines can be programmed for either tone or pulse dialing to meet local telephone company requirements. TRAFFIC REPORTING The iDCS 100 system can store peg counts for various types of calls. These peg counts can be printed on-demand, daily, hourly, or up to three separate programmable shifts. The report includes statistics for each trunk, trunk group, station, station groups and page announcements. For more details and explanations see sections 4.9 and 4.
4-24 Chapter 4 Business Feature Package GROUP SUPERVISORS Multiple supervisors can be assigned to each group or one station can be given supervisor status for multiple groups. The group supervisor (using a display keyset) can add and delete agents in real time from the group to handle the workload. PRINTED REPORTS Agent supervisors may run printed reports to a customer-provided printer, showing the data available on the supervisor displays.
4-25 STATION FEATURES ADD-ON MODULE PROGRAMMABLE KEYS APPOINTMENT REMINDER PROGRAMMED STATION MESSAGES AUTOMATIC HOLD PROTECTION FROM BARGE-IN AUTOMATIC PRIVACY PULLOUT DIRECTORY TRAY BACKGROUND MUSIC PULSE TO TONE SWITCH OVER BUSY STATION CALLBACK REDIAL BUSY STATION INDICATIONS (BLF) AUTO RETRY CALL FORWARDING LAST NUMBER CALL LOGS MEMO REDIAL SAVE NUMBER CALL PICKUP DIRECT STATION SELECTION (DSS) REMOTE HOLD DO NOT DISTURB (OVERRIDE) RING MODES DO NOT DISTURB (PROGRAMMABLE) AUTO A
4-26 Chapter 4 Business Feature Package 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 each keyset. Display keysets can also show a programmed message when the alarm rings.
4-27 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 voice mail or not. Single line telephones must have the system administrator program this feature for them. CALL LOGS With the call log feature, a display keyset user can review up to 50 of the last incoming calls from the Caller ID review list or up to 50 of the last external telephone numbers that were dialed.
4-28 Chapter 4 Business Feature Package GROUP LISTENING This feature allows users to turn on the speaker while using the handset. It allows a group of people to listen to the distant party over the speaker without the microphone turned on. HEADSET OPERATION Every keyset can be programmed to allow the use of a headset. In the headset mode, the hookswitch is disabled and the ANS/RLS key is used to answer and release calls.
4-29 OFF-HOOK RINGING When a keyset is in use, the system will provide an off-hook ring signal to indicate that another call is waiting. The ring signal is a single ring repeated. The interval is controlled by a system-wide timer. Single line stations will receive a tone burst through the handset receiver instead of a ring. OFF-HOOK VOICE ANNOUNCE (EXECUTIVE) A keyset associated with an add-on module may receive an executive off-hook voice announcement while on another call.
4-30 Chapter 4 Business Feature Package PROTECTION FROM BARGE-IN Each station can be programmed as secure or not secure. Secure stations cannot be barged-in on. A station that is not secure cannot be barged-in on when talking to a secure station. PULLOUT DIRECTORY TRAY A pullout directory tray is conveniently located beneath all keysets. It is used to record station directory names and speed dial numbers.
4-31 RING MODES Each keyset user can select one of three distinct ways to receive intercom calls. The phone can automatically answer on the speakerphone, 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 calling station and is controlled by the calling station’s class of service.
4-32 Chapter 4 Business Feature Package DISPLAY FEATURES ACCOUNT CODE DISPLAY ENHANCED STATION PROGRAMMING CALL DURATION TIMER IDENTIFICATION OF RECALLS CALL FOR GROUP IDENTIFICATION IDENTIFICATION OF TRANSFERS CALL PROCESSING INFORMATION MESSAGE WAITING CALLER NUMBER CALLER ID INFORMATION OUTSIDE LINE IDENTIFICATION CALLING PARTY NAME OVERRIDE IDENTIFICATION CALLING PARTY NUMBER PROGRAMMED MESSAGE DISPLAY CONFERENCE INFORMATION SOFT KEYS DATE AND TIME DISPLAY STOPWATCH TIMER DIALED BY NAM
4-33 NEXT CALL In the event that there is a call waiting or a camped-on call at the user’s keyset, the user can press the NEXT key to display the Caller ID information associated with the next call in queue at the station. Either the CLIP name or CLIP number will show in the display depending on the N/N selection. SAVE CLIP NUMBER At any time during an incoming call that provides CLIP information, the user may press the SAVE key. This saves the CLIP number in the Save Number feature.
4-34 Chapter 4 Business Feature Package CONFERENCE INFORMATION When a conference is set up, each extension and outside line number is displayed at the controlling station when it is added. When a station is added, its display shows [Conf with xxx] alerting the user that other parties are on the line. DATE AND TIME DISPLAY In the idle condition, the current date and time are conveniently displayed.
4-35 OVERRIDE IDENTIFICATION If 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 station messages set by other stations are displayed at the calling station’s keyset. SOFT KEYS Below the display, there are three soft keys and a SCROLL button.
4-36 Chapter 4 Business Feature Package SAMPLE DISPLAYS PROSTAR LCD 12B and LCD 24B display model keysets have a large, easy-to-read, 32 character liquid crystal display. Helpful call processing information is provided so everyday call handling is quick and easy. Here are just some of the displays you may see. 209: Tim Kelly RRI 23 Sep 02:54 Camp on to 203 Wait for answer Idle display shows extension, name, day, This station is camped-on to extension 203 date and time.
4-37 SAMPLE CALLER ID DISPLAYS 13054264100 702: RINGING 05/25, 09: 41, 702 CLEAR NND This display shows an incoming call from This display shows the information on the 1-305-426-4100 on Line 702 ringing abandoned call list. This call came in on May 25 directly at your station. at 9:41 A.M on line 702. The user can CLEAR the entry. DIAL the caller back or examine further NND information.
4-38 Chapter 4 Business Feature Package SAMPLE UCD DISPLAYS 005 calls in queue now 06 available 04 logged in There are five calls currently waiting to be There are six members in the group. Four of the answered by the UCD group. members are currently logged in. longest wait time is 02:24 201: answered 065 calls today The longest call on hold (waiting to be The agent at station 201 has answered 65 answered) was for two minutes, 24 calls today. seconds.
4-39 SAMPLE SMDR PRINTOUT (WITHOUT CALLER ID) 1 T 202 226 208 EXT 702 704 703 703 705 TRK 09/23 09/23 09/23 09/23 09/23 09/23 09/23 MM/DD 16:21:31 16:21:12 16:18:16 16:19:53 16:15:51 16:15:28 16:14:00 16:13:31 16:12:33 STT.
Chapter 4 4-40 Business Feature Package SAMPLE SMDR PRINTOUT (WITH CALLER ID) SMDR REPORT FOR [Samsung R & D] 09/23/94 17:30 1 1 1 1 1 1 1 1 1 1 T 203 203 201 203 203 203 217 202 202 247 205 201 EXT AUTH 702 702 701 701 702 702 702 702 702 702 702 701 701 TRK 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 01/02 MM/DD 17:41:45 17:33:24 17:31:06 17:29:54 17:28:38 17:28:34 17:28:04 17:27:13 17:26:46 17:26:35
4-41 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)...... NUMBER OF TIMES ALL AGENTS BUSY........ AVERAGE TIME IN QUEUE.................. TOTAL CALLS RECEIVED................... LONGEST QUEUE TIME(TODAY).............. TOTAL CALLS ABANDONED..................
4-42 Chapter 4 Business Feature Package UCD CALL STATISTICS CALLS IN QUEUE NOW How many calls are currently in queue. This statistic is a real time statistic and so will not print on a report. ABANDONED CALLS This shows the number of callers that reached the UCD group, but hung up before being answered. A high number probably means that there are not enough agents available and the wait time is too long.
4-43 This statistic includes: a) Calls answered by agent. b) Calls that are not answered by an agent and go to 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 caller starts to hear the first UCD message. b) Queue time ends when a caller is either • Answered by an agent • System gets disconnected from C.O.
4-44 Chapter 4 Business Feature Package 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 statistic is a real time statistic and so will not print on a report. STATUS This screen shows the agents name, extension number and status. The status can be In Group, Out of group or in DND. This statistic is a real time statistic and so will not print on a report.
4-45 SAMPLE TRAFFIC REPORT TRAFFIC REPORT FOR [ SAMSUNG ] Mar/21/1999 13:35 **************************** SYSTEM STATISTICS ******************************* BEGINNING: Mar/15/1999 00:42 ENDING: Mar/21/1999 13:32 ACTIVITY SYSTEM TOTAL INCOMING TRUNK CALLS INCOMING TRUNK CALLS OUTGOING TRUNK CALLS A SELECTED TRUNK WAS - ANSWERED.................. - NOT ANSWERED.............. ............................ BUSY........................ 3041 26 2168 44 INTERCOM CALLS – COMPLETED .......................
4-46 Chapter 4 Business Feature Package TRAFFIC REPORT OVERVIEW A**************************** SYSTEM STATISTICS ************************** 1 BEGINNING: Mar/15/2001 08:00 ENDING: Mar/15/2001 17:30 2 ACTIVITY SYSTEM TOTAL 3 4 5 6 INCOMING TRUNK CALLS INCOMING TRUNK CALLS OUTGOING TRUNK CALLS A SELECTED TRUNK WAS - ANSWERED..................0000 - NOT ANSWERED..............0000 ............................0000 BUSY........................0000 7 INTERCOM CALLS - COMPLETED.......................
4-47 9. TRUNK RECALLS TO STATION These are trunk calls that were placed on any kind of hold and recalled a station. These are also trunk calls that were transferred and were not answered and recalled the transferring station. This includes members of the operator group that put calls on hold and then recall the operators 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.
4-48 Chapter 4 Business Feature Package C**************************** INDIVIDUAL TRUNKS ************************** 1TRUNK 701 702 703 704 705 706 707 708 709 710 2TRUNK-NAME 3ATTA 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 4ANSD 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 5NOT-ANSD 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 6OUTGOING 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 7BUSY 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 1.
4-49 D************************** STATION HUNT GROUPS ************************** <———————— 1 OUTSIDE CALL —————————————————————> 5 2GROUP 500 501 502 503 3ANSD 0000 0000 0000 0000 4NOT-ANSD 0000 0000 0000 0000 6ANSD 0000 0000 0000 0000 1. OUTSIDE CALLS These statistics are for outside calls that reach these station groups regardless how they arrive there. 2. GROUP Listing of all station groups in the system. 3.
4-50 Chapter 4 Business Feature Package E****************************** INDIVIDUAL STATIONS ************************** 1 11 <—————————————————— OUTSIDE CALL —————————————————> <-INTERCOM-> 2 3 4 5 6 7 8 9 10 12 13 EXT STATION-NAME ATTA ANSD NOT-ANSD DIALED ICM-TRSF TRK–TRK PICKUP ANSD DIALED 201 0000 0000 0000 0000 0000 0000 0000 0000 0000 202 0000 0000 0000 0000 0000 0000 0000 0000 0000 203 0000 0000 0000 0000 0000 0000 0000 0000 0000 1.
4-51 11.INTERCOM Statistics for intercom calls. An intercom call made from a station or a station 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 The number of times the specific station dialed another station or station group. Screened transfers count as a dialed intercom call.
4-52 Chapter 4 Business Feature Package SAMPLE ALARM REPORT ALARM REPORT FOR [iD C S 100 SAMPLE ] MAR/24/1999 19:45 ============================================================================== MM/DD/YYYY ERR.TIME ERR.
4-53 DECT Service iDCS 100 system provides DECT cordless communications in a single office or throughout a large commercial or 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 they are.
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