Release 2 Digital Communications System General Description Every effort has been made to eliminate errors and ambiguities in the information contained in this booklet. Any questions concerning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA. SAMSUNG TELECOMMUNICATIONS AMERICA disclaims all liabilities for damages arising from erroneous interpretation or use of information presented in this manual.
Publication Information SAMSUNG TELECOMMUNICATIONS AMERICA reserves the right without prior notice to revise information in this publication for any reason. SAMSUNG TELECOMMUNICATIONS AMERICA also reserves the right without prior notice to make changes in design or components of equipment as engineering and manufacturing may warrant. Copyright 2005 Samsung Telecommunications America All rights reserved.
TABLE OF CONTENTS PART 1 2 DESCRIPTION PAGE SYSTEM OVERVIEW 1.1 SIZE AND CONFIGURATION ..................................................................................................1.2 1.2 TECHNOLOGY ............................................................................................................................1.5 1.3 PROGRAMMING ........................................................................................................................1.6 HARDWARE DESCRIPTIONS 2.
.7 UCD CALL STATISTICS............................................................................................................4.46 4.8 UCD AGENT STATISTICS ........................................................................................................4.48 4.9 SAMPLE TRAFFIC REPORT ....................................................................................................4.49 4.10 TRAFFIC REPORT OVERVIEW ............................................................................
iDCS 100 R2/OfficeServ General System Diagram iDCS 28 Button Keyset iDCS 18 Button Keyset LCD 24B Keyset LCD 12B Keyset iDCS 64 Button AOM iDCS 8 Button Keyset 7 Button Keyset iDCS 14 Button AOM Single Line Telephone ITP-5012L Keyset 64 Button AOM 32 Button AOM ITP-5021D Keyset 110/220V AC Door Phone System Programming Remote Programming Computer Telephony Integration 48 VDC Battery Backup Telephone Lines -Loop/Ground Start -DID -Tie Line -T1 -ISDN PRI/BRI Printer or Call Accounting System L
PART 1. SYSTEM OVERVIEW 1.1 SIZE AND CONFIGURATION The iDCS 100 Release 2/OfficeServ is a digital VoIP enabled telephone system designed for small businesses. It can operate with the functionality of a square key system, PABX or a combination of both (hybrid). The iDCS 100 Release 2/OfficeServ employes the very latest DSP (Digital Signal Processor) digital technology. With integrated Media Gateway Cards (MGI), local IP keysets, remote IP keysets and IP networking are easily and economically added as needed.
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MAXIMUM DEVICE QUANTITIES DEVICE TYPE PSU WITHOUT SVM PSU WITH SVM Stations (SLT’s & DLI Devices) 56 48 DLI Devices (Keysets/AOMs/DPIMS) 56 48 Single Line Telephones 42 34 Loop Start Lines 36 36 BRI Circuits 24 24 BRI Channels 48 48 E&M Trunks 12 12 SVMi-8/SVMi-8E Ports 0 8 SVMi-4/SVMi-4E Ports 0 4 T1/PRI Digital Trunks 1(24) 1(24) VoIP Keysets 64 64 Media Gateway Ports (MGI) 48 48 TABLE 1-1 CONFIGURATION NOTES 1. 2. 3. 4. 5. 6. 7. 8. 9.
MEMORY The system operates using stored program control.The operating program (MPP) is stored in 32MB of SDRAM. All specific customer data is stored in 16MB of flash memory. The SDRAM, SRAM and the 512K of boot ROM are contained on the removable SMCP1 card. The SRAM containing customer database is protected by a super capacitor providing seven days of memory protection in the event of loss of AC power to the system. MICROPROCESSORS The iDCS 100 Release 2 uses distributed processing.
PART 2. HARDWARE DESCRIPTIONS FIGURE 2-1 FIGURE 2-2 2.1 KEY SERVICE UNIT The iDCS 100 Release 2 (see Figure 2–1) is a metal cabinet containing the following: • • • • • A power supply (120 VAC) with battery backup (48VDC) connection Processing, switching and power management. Eight 2B + D digital keyset interfaces One MOH/BGM input source (switch selectable between internal chimes and external input) One page output 2.
• • • One (1) SIO port, DB9 pin connector One (1) LAN port (TCP/IP) Five (5) Status Indication LEDs 2.4 INTERFACE CARDS 2 SLI This card is installed in a dedicated slot on the KSU motherboard. The card provides two single line telephone interfaces equipped with OPX protection and the ability to provide a loop disconnect signal.This is the same card used on the DCS Compact and 50si. 2 x 4 DLI This card provides two Caller ID-compatible loop start C.O. interfaces and four 1B+D DLI ports.
SMGI3 (MEDIA GATEWAY INTERFACE) The SMGI3 card supports up to 16 VoIP channels.There are 8 embedded on the card. An additional 8 channels can be added by pluging in the MGI3 Daughterboard. The SMGI3 card has the following capabilities on a per channel basis: • • • • • • • • • • • H.323 IP Trunking (VoIP connections to other H.323 gateways SIP IP Trunking ITP Keysets (local and remote) IP Networking (networking multiple iDCS 100 Release 2 and iDCS 500 Release 2 systems) G.723.1 (5.3k - 6.4k) CODEC G.
SMISC4 - MISCELLANEOUS CARD This optional card provides the following: • • • • • • • • A second MOH/BGM input Three general purpose relays One alarm sensor contact pair Four Caller ID DSP circuits for decoding analog CID Four Caller ID DSP circuits to generate CID to analog station ports Connectors for internal modem board SIO Port 1 control dedicated to internal modem. (Port not physically available on board. Port is internally routed to MCP-1 via 3-pin connector).
MODEM DAUGHTERBOARD The modem daughterboard plugs on to either the SMISC3 or SMISC4 Miscellaneous Card. This internal modem provides a 56k/V90 connection to the system for remote administration or programming. This card has a default extension number of 359 and eliminates the need for an external modem, serial cable, single line telephone port on a serial I/O port on the system. SVMi-8E The SVMi-8E is a self contained plug in Voice Mail and Auto Attendant card for the DCS, DCS 50si, iDCS 500, and iDCS 100.
2.5 STATION EQUIPMENT 2.5.
iDCS 64B AOM (See Figure 2–4) • • • • 64 programmable keys with red lights A maximum of 4 can be assigned to any keyset to provide additional programmable keys A maximum of 32 per system Available in dark gray or light gray FIGURE 2-4 iDCS 14B STRIP (See Figure 2–5) • • • 14 programmable keys with red lights A maximum of one can be added to any 28D or 18D keyset to provide additional programmable keys Available in dark gray or light gray FIGURE 2-5 iDCS KDB-DIGITAL LINE INTERFACE (FKDBD) This is a dau
iDCS KDB-FULL DUPLEX (FKDBF) This is a daughter board that can be installed only in the 18 or 28 button keyset. The standard speakerphone mode of operation for a iDCS keyset is “half duplex”. This means that you cannot transmit and receive speech at the same time. Adding a FKDBF to your keyset will convert the speakerphone into full duplex mode enhancing its operation. The FKDBF does not require a second “B” channel like the FKDBD or FKDBS and so can be used on a 16 DLI card.
SINGLE LINE TELEPHONE (See Figure 2–9) • • • • • • • • Four fixed function keys: hold, flash, new call, and monitor. Data Port: selectable to share station extension or utilize a separate extension On hook dialing Message Waiting/Ring Indicator Desk or wall mounted Ring volume control, Four available ring tones. Available in almond and black FIGURE 2-9 Note: This single line telephone set is FCC approved for direct connection to the public telephone network. FCC # A3LKOR-24627-TE-T REN 0.
FIGURE 2-12 FIGURE 2-13 DOOR PHONE INTERFACE MODULE (DPIM) & DOOR PHONE (see Figures 2–12 and 2–13) • • • • • 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 KDb-DLI This is a daughterboard that can be installed only in the 12 or 24 button keyset.
2.5.3 OfficeServ™ ITP-5000 SERIES EQUIPMENT ITP-5012L IP KEYSET (See Figure 2–14) • • • • • • Built-in speakerphone Five fixed function keys 3 Inch x 2.
PART 3. SPECIFICATIONS The following tables provide technical data for the iDCS 100 Release 2 hybrid/key telephone system. 3.1 ELECTRICAL SPECIFICATIONS AC INPUT 112 (88—132) VAC (48—63 Hz) POWER CONSUMPTION (MAX) 97 WATTS MAXIMUM FUSE RATING 5 AMP BTU RATING (MAX) 5.5 BTU / MINUTE DC OUTPUT +5 VOLTS 3.0 AMPS MAXIMUM --5 VOLTS 0.5 AMPS MAXIMUM --56 VOLTS 1.7 AMPS MAXIMUM BATTERIES 10—40 AMPS 48 VOLTS MAXIMUM CHARGE CURRENT 0.4 A MAXIMUM DISCHARGE RATE 2.5 A 3.
3.3 ENVIRONMENTAL LIMITS OPERATING TEMPERATURE 32—104 °F / 1—40 °C STORAGE TEMPERATURE --13—158 °F / --10.5—70 °C HUMIDITY 10%—90% Non-Condensing 3.4 CABLE REQUIREMENTS EQUIPMENT CABLE AWG MAX FEET MAX METERS DIGITAL KEYSETS 1 PR. TWISTED 24 1300 400 ADD-ON MODULE 1 PR. TWISTED 24 1300 400 SINGLE LINE STATION 1 PR. TWISTED 24 3000 1 KM DOOR PHONE 2 PR. TWISTED 24 330* 100 *This is the maximum length of the cable between the door phone and the DPIM.
SYSTEM TONES 3.
3.6a KEYSET LED INDICATIONS CONDITION LED COLOR LED ON LED OFF OFF — OFF RED / GREEN STEADY — AMBER 500 ms 500 ms RED / GREEN 500 ms 500 ms RINGING C.O. CALL GREEN 100 ms 100 ms RINGING INTERNAL CALL GREEN 100 ms 100 ms RED 112 IPM for 500 ms 500 ms LINE IDLE LINE IN USE RECALL CALL ON HOLD DND INDICATION 3.
3.7a RESERVE POWER DURATION ESTIMATES (in minutes)* UPS CAPACITY IN VOLT AMPS 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 40 15 35 50 60 80 125 275 48 10 20 45 50 55 75 100 56 — 10 30 45 50 60 80 *These are approximate values based on an idle system.
3.7b RESERVE POWER DURATION ESTIMATES No. of Stations WITHOUT SVMi WITH SVMi 8 83 Hours 57 Hours 16 49 Hours 39 Hours 24 35 Hours 29 Hours 32 27 Hours 23 Hours 40 22 Hours 18 Hours 48 17 Hours 11 Hours The table above gives estimated system hold up times for a iDCS 100 Release 2 system. These times are based on an idle system equipped with a fully charged 40 Amp Hour / 48 Volt battery pack.The hold up times stated above are approximate and will be reduced the busier the system becomes.
PART 4.
Off Premises Extensions (OPX) Holiday Schedule Tone or Pulse Dialing Operator Group Temporary Override Traffic Reporting Overflow Transfer Ring Over Page Operator Secretary Pooling Screened/Unscreened Station Group Single Line Connections Voice Mail Transfer Key Override Codes Paging Internal Zones (5) Speed Dial Numbers With Camp-On Station List Trunk Groups System List Uniform Call Distribution (UCD)† External Zones (4) Speed Dial by Directory UCD Groups All External Station Hunt
4.1 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.
ADMINISTRATOR PROGRAM KEY This feature gives designated stations the ability to administer a number of System functions from their keyset using a flexibly assigned button. The Administrator Program (PROG) key is programmed in MMC 722. The station passcode must be changed from the default value to use this feature. See the System Administrator Guide for more information. ALL CALL VOICE PAGE Users can page internal zone zero and all external paging zones at the same time by dialing the All Page code.
Please try again”. Two minutes of battery-backed random access memory (RAM) provide up to 48 customer recordings for announcements or greetings. Twelve individual greeting boxes, each with its own dialing options, allow you to build call routing branches as needed. Callers are routed through the branches by dialing extension numbers or single digits. NOTE: Requires optional hardware and/or software. Ask your dealer for details. AUTOMATIC HOLD While a keyset user is engaged on an outside (C.O.
CALLER IDENTIFICATION The iDCS 100 Release 2 supports three methods of identifying an incoming caller depending on the circuit type as described below. Automatic Number Identification (ANI) On a digital T1 trunk programmed as E&M trunks calling party information is called ANI. This information is the telephone number of the calling party and is sent as in-band DTMF digits during the call setup.
Store Caller ID Number At any time during an incoming call that provides Caller ID information, you may press the STORE key. This saves the Caller ID number as a speed dial number in your personal speed dial list.The system must be using LCR to dial the stored number. Inquire Park / Hold Having been informed that an incoming call is on hold or has been parked, you may view the Caller ID information before you retrieve the call. This will influence how you choose to handle the call.
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 destination station is in Do Not Disturb (DND), the calling party will receive DND/Reorder tone. Calls cannot be forwarded to a door phone. All Calls This type of forwarding is not affected by the condition of the station. All calls are immediately redirected to the designated destination.
CALL HOLD Exclusive Outside calls can be placed on exclusive hold at any keyset by pressing HOLD twice during a call. Calls placed on exclusive hold can only be retrieved at the keyset that placed the call on hold. Intercom calls are always placed on exclusive hold. Exclusive hold for trunk calls can be denied in class of service. 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.
stations and IP keysets receive a tone in the earpiece of the handset.The volume of the camp-on tone can be set by the station user. Camped-on calls follow Forward No Answer if a Forward No Answer destination has been set. Optionally any station can be programmed to automatically camp-on to a busy station instead of having to press the camp-on button or dial a camp-on code.
SmartCentre Smart Centre is an ACD type reporting package that connects to the iDCS 100 Release 2 CTI link and can provide group status information to a reader board as well as providing a wide variety of printed reports showing current and historical data. Note: SmartCentre cannot co-exist with OfficeServ™ Applications. OfficeServ™ Link Samsung’s proprietary CTI Server Application that manages all call control functions between the iDCS 100 Release 2 Main Processor and all OfficeServ™ CTI Applications.
Split A keyset user can “split” a conference into separate outside calls, then speak with each caller privately. Then the individual calls can be conferenced again in any combination. NOTE:This feature requires individual trunk buttons and auto-hold must be enabled. CONFERENCE GROUP Users that have a 5012L-ITP large screen keyset or OfficeServ Softphone may have 1-5 conference groups programmed. Each conference group can have up to 4 parties assigned.
on a DID card. The iDCS 100 Release 2 DID card supports up to four circuits. In addition the DID circuit can be a channel on a digital T1 service terminating on an iDCS 100 Release 2 TEPRI card. Both way DID is a service that combines DID service with normal outbound local telephone service.This service is provided over E&M tie line circuits.These E&M tie line circuits can terminate on either the iDCS E&M card or on a channel of a digital T1 circuit on an iDCS TEPRI card.
DISTINCTIVE RINGING The iDCS 100 Release 2 provides distinctive ringing at a station based on selected parameters. • • • Outside calls have a single ring repeated, while intercom calls have a double ring repeated. Any trunk or station can be programmed to ring a specific digital keyset with a predefined ring tone (18) or an analog station with a predefined cadence (1-5) selection.
WARNING: BARGE-IN WITHOUT TONE MAY VIOLATE STATE OR FEDERAL LAWS CONCERNING THE RIGHT TO PRIVACY. SAMSUNG TELECOMMUNICATIONS AMERICA IS IN NO WAY RESPONSIBLE FOR THE POSSIBLE MISUSE OF THIS FEATURE. EXTERNAL MUSIC INTERFACES The iDCS 100 Release 2 system provides up to two inputs for connecting to customer provided external music sources. One located on the iDCS 100 Release 2 base board which is selectable using internal music source or external music source by shunt pin setting.
IN GROUP/OUT OF GROUP Individuals assigned to a station hunt group may temporarily remove their telephones from the group by pressing the In/Out of Group button providing that there is someone still in the group.There is a system wide option to allow all members to log out of a station group. Stations out of a group will not receive calls to that group but will continue to receive calls to their individual extension numbers.
LAN INTERFACE The iDCS 100 Release 2 MCP1 card provides a 10/100 base T Ethernet interface for connection to a data network. This interface allows a high speed connection for PC programming across an IP network. This interface also allows the system software to be uploaded to the MCP1’s flash memory via the OfficeServ™ Manager program. LEAST COST ROUTING Least Cost Routing (LCR) is the ability to automatically select the most cost effective central office route for the outside number dialed by any station.
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 dialing and group listening are still possible. MOBILITY SOLUTION Samsung offers a Single-Line integrated Mobility (SLiM) solution that provides hand-off and roaming capabilities. Each SLiM handset requires one SLI port in the iDCS 100 Release 2 system. See your Authorized Samsung Dealer for additional information.
NETWORKING The iDCS 100 Release 2 system allows up to 15 systems to be networked together with a high level of feature integration. The networked systems may be any combination of iDCS 100R2 and iDCS 500R2 systems running V2.4 or higher software. The physical connection between systems can be an IP network or proprietary PRI connection using Samsung’s proprietary version of QSIG, called SPNet. When engineering the network of systems, a discrete numbering plan must be used.
• Centralized Voice Mail with Message Waiting Lights: This feature allows one Voice mail system to be shared by all stations in a multi-node network. This feature is only available with the Samsung SVMi or SVMi-E integrated voice mail systems. Users in one Node can call forward their calls to the voice mail system in another Node. Messages left in the voice mail system will be indicated by lighting the corresponding voice message button or lamp on any station in any Node of the network.
• Voice Mail Transfer Key: Users may transfer a caller directly to a co-workers voice mail box with out ringing their telephone by pressing the VT key and dialing their extension number. The caller will then hear that co-workers personal greeting regardless of where they are in the network. OFF PREMISES EXTENSIONS (OPX) A single line (tip and ring) extension from the 2SLI card may be connected to telephone company-provided OPX circuits to remote locations.
PRIME LINE SELECTION Any station can be programmed to select a specific line, trunk group, telephone number, station or station group when the handset is lifted or the speaker key is pressed (same as Hot Line feature). PRIORITY CALL QUEUING This feature places calls to an UCD or NORMAL station queue ahead of other calls based on priority level (19).
RING MODES Time Based Routing - Plans Each C.O. line can be programmed to ring at any station or station group. Each line can be assigned a ring destination based on six (6) different ring plans based on time of day and the day of the week. The system operator (intercom dial “0”) can also be a different station group for each ring mode. Automatic / Manual Ring destinations will automatically change based on time of day and day of week.
The remaining numbers in the library can be assigned in blocks of 10 each to individual stations for their personal use. A maximum of 5 blocks (50 numbers) can be assigned to a station. SPEED DIAL BY DIRECTORY The iDCS 100 R2 system provides the user with the ability to look up a speed dial number and place the call. There are three speed dial selections: personal, system and station. This feature requires a display keyset. STATION HUNT GROUPS System programming allows up to 20 station hunt groups.
TOLL RESTRICTION There are 250 allow and 250 deny entries of 11 digits each. Each of these entries can apply to dialing classes B, C, D , E, F and G. Expensive 976, 1-900, 411 and operator-assisted calls, as well as specific area and office codes, can be allowed or denied on a per-class basis. Class A stations have no dialing restrictions and Class H stations cannot make outside calls. Any outside line may be programmed to follow station toll restriction or follow the toll restriction class assigned to it.
UCD Groups The UCD group option allows callers in queue at a UCD group to be temporarily diverted to an announcement device and then placed back in the queue. A wrap-up timer will allow agents to complete paperwork before receiving the next UCD call.
VIRTUAL EXTENSIONS The iDCS 100 Release 2 has 32 virtual extension ports encoded in the system database.They can be assigned as keyset or single line analog ports.These ports have all the attributes of an actual station port including call forwarding. These virtual ports can be exchanged with real station ports using the set relocation feature to provide hot desking.
use when preparing voice compression for IP transport. Compression is used to reduce the digitized voice into a smaller bandwidth that can be carried in smaller packets. The VoIP gateway determines the compression method for each call setup. There is also a certain amount of frame/packet overhead in each compression channel. 64K of bandwidth can support 6~7 calls simultaneously. This can vary depending on efficiency features like Silence Suppression and multiframe counts.
STATION FEATURES Add-On Modules Manual Signalling Appointment Reminder Message Waiting Light / Indication Automatic Hold Mute Microphone / Handset Automatic Privacy Off-Hook Ringing Background Music Off-Hook Voice Announce (Executive) Busy Station Callback Off-Hook Voice Announce (Standard) Busy Station Indications (BLF) One Time Do Not Disturb Call Coverage Key One Touch Dialing Keys Call Forwarding On-Hook Dialing Call Forwarding Override Privacy Release Call Logs Programmable Keys C
APPOINTMENT REMINDER When programmed for a specific time, a 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 program a message to be displayed when the alarm rings. Non-display keyset users must have the system administrator program messages for them. AUTOMATIC HOLD Station users can enable or disable automatic hold at their keysets.
grammed for Forward All. Keyset users can be given an external call forward button to forward their calls to an external phone number. Each outside line may be programmed to either follow or ignore station call forwarding. A per-station option controls whether internal calls forward to voice mail or not. Single line telephones must have the system administrator program this feature for them.
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. Keyset users may turn headset operation ON/OFF by keyset programming or more easily by pressing the headset ON/OFF key.
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. The called keyset user may reply handsfree without interrupting the call in progress. Only keysets with an off-hook voice announce button (OHVA) can off-hook voice announce to keysets with AOMs. OFF-HOOK VOICE ANNOUNCE (STANDARD) Keysets may receive a voice announcement while on another call.The calling station must have an OHVA key.
PROGRAMMED STATION MESSAGES Any station may select one of 20 messages to be displayed at a calling party’s keyset to advise others of their status.Ten messages are factory-programmed but may be reprogrammed. Five can be created by the system administrator. Each display keyset user may create five additional messages unique to them. NOTE: The calling party must have a display keyset to view these messages. PROTECTION FROM BARGE-IN Each station can be programmed as secure or not secure.
SPEAKERPHONE DCS LCD 24B and DCS LCD 12B keysets have built-in speakerphone. The speakerphone enables calls to be made and received without the use of the handset. The iDCS 28D keyset and the iDCS 18D keyset can have a Full Duplex Speakerphone Module added. All ITP phones are speaker phones. STATION LOCK With a programmable personal station passcode, any keyset or single line station can be locked and unlocked to control use of each telephone.
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 Dial by Name Text Messaging Dialed Number UCD Supe
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 CID name or CID number will show in the display depending on the N/N (MMC 119) selection. Save CID/ANI Number At any time during an incoming call that provides CID information, the user may press the SAVE key.This saves the CID number in the Save Number feature.
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.
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.
SAMPLE DISPLAYS 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. 4.
SAMPLE CALLER ID DISPLAYS 4.
SAMPLE UCD DISPLAYS 4.
4.43 4.
4.44 4.
4.6 SAMPLE UCD REPORT ============================================================ UCD GROUP 529 : SALES FROM: SUN 02 Feb 00:00 TO : SUN 02 Feb 02:54 CALL STATISTICS =============== AVERAGE RING TIME(TIME TO ANSWER)......00:40 NUMBER OF TIMES ALL AGENTS BUSY........00002 AVERAGE TIME IN QUEUE..................00:51 TOTAL CALLS RECEIVED...................00011 LONGEST QUEUE TIME(TODAY)..............02:14 TOTAL CALLS ABANDONED..................
4.7 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.
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.
4.8 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. CALLS ANSWERED The total number of calls answered by the agent.
4.9 SAMPLE TRAFFIC REPORT TRAFFIC REPORT FOR [ STA Miami ] Mar/21/1999 13:35 **************************** SYSTEM STATISTICS ****************************** BEGINNING: Mar/15/1999 00:42 ENDING: ACTIVITY INCOMING TRUNK CALLS INCOMING TRUNK CALLS OUTGOING TRUNK CALLS A SELECTED TRUNK WAS Mar/21/1999 13:32 SYSTEM TOTAL - ANSWERED.................. - NOT ANSWERED.............. ............................ BUSY........................ 3041 26 2168 44 INTERCOM CALLS - COMPLETED.......................
4.10 TRAFFIC REPORT OVERVIEW A***************************** SYSTEM STATISTICS **************************** 1 BEGINNING: 2 04/01/99 08:00 ENDING: ACTIVITY 04/01/99 17:30 SYSTEM TOTAL 3 4 5 6 INCOMING TRUNK CALLS INCOMING TRUNK CALLS OUTGOING TRUNK CALLS A SELECTED TRUNK WAS 7 8 INTERCOM CALLS - COMPLETED.......................0000 INTERCOM CALLS - NOT ANSWERED....................0000 9 10 TRUNK RECALLS TO STATION.........................0000 TRUNK RECALLS TO OPERATOR GROUP..................
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 every time external page was accessed. 13. ALL PAGE USED: Peg count of every time the all page feature was accessed.This does not include internal or external page, only 55+4 or PAGE 4.
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 programmed in MMC 501. 7. BUSY: This is the number of times this trunk was busy when accessed by a button or dial code.
5. ANSD: This is a count of how many times an outside call was answered by the specific station. Outside callers recalling a station are not counted again when they are answered. 6. NOT-ANSD: This is a count of how many times a trunk call was directed to the station but was not answered by this station. 7. DIALED: 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 501. 8.
PART 5. GENERAL USER INFORMATION 5.1 RADIO FREQUENCY INTERFERENCE WARNING: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules.These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses and can radiate radio frequency energy.
TELEPHONE CONNECTION REQUIREMENTS The Federal Communications Commission (FCC) has established rules which permit the DCS to be connected directly to the telephone network using telephone company network access jacks usually referred to as “Registered Jacks.” 5.
CHANGES TO TELEPHONE COMPANY EQUIPMENT OR FACILITIES The telephone company may make changes in its facilities, equipment, operations or procedures that could affect the operation of the equipment. If this happens, the telephone company will provide advance notice in order for you to make the necessary modifications so that you may maintain uninterrupted service.
5.7 DISA WARNING Lines that are used for the Direct Inward System Access feature must have the disconnect supervision options provided by the telephone company. WARNING: As it is impossible to control who may access your DISA line it is suggested that you do not turn this feature on unless you intend to use it. If you do use this feature, it is good practice to frequently change passcodes and periodically review your telephone records for unauthorized use. 5.
KEY SYSTEMS DEALER AGREEMENT SAMSUNG TELECOMMUNICATIONS AMERICA KEY SYSTEMS LIMITED WARRANTY SAMSUNG TELECOMMUNICATIONS AMERICA, L.P. ("Samsung"), warrants to its authorized Dealers and to the original retail purchaser ("Users") of a Samsung product for a period of 24 months from the date of shipment of the Product from Samsung's facility, that the Product (except for lamps, fuses, and other consumable items) will be free from defects in material and workmanship.
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