TM OfficeServ 500 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 2006 Samsung Telecommunications America All rights reserved.
TABLE OF CONTENTS PART 1 2 DESCRIPTION PAGE SYSTEM OVERVIEW 1.1 GENERAL DESCRIPTION ..........................................................................................................................1.2 1.2 SIZE AND CONFIGURATION ..................................................................................................................1.2 1.3 MAXIMUM DEVICE QUANTITIES ..........................................................................................................1.4 1.
3.4 CABLE REQUIREMENTS............................................................................................................................3.2 3.5 SYSTEM TONES ..........................................................................................................................................3.3 3.6 KEYSET LED INDICATIONS ......................................................................................................................3.4 3.7a RESERVE POWER DURATION ESTIMATES (UPS) ....
OfficeServ 500 General System Diagram iDCS 28 Button Keyset iDCS 8 Button Keyset iDCS 18 Button Keyset iDCS 14 Button AOM iDCS 64 Button AOM DS 5021D Keyset DS 5014D Keyset DS 5007S Keyset DS 5064 AOM ITP-5107S Keyset ITP-5112L Keyset ITP-5121D Keyset Softphone 110/220V AC Door Phone System Programming Remote Programming Computer Telephony Integration 48 VDC Battery Backup Telephone Lines -Loop Start with Caller ID -E&M Tie Line -T1 -ISDN PRI Printer or Call Accounting System Loud Bells I
PART 1. SYSTEM OVERVIEW 1.1 GENERAL DESCRIPTION The SAMSUNG OfficeServ 500 (Digital Communications System) is a VoIP enabled 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). The DCS employs DSP (Digital Signal Processors) digital technology. With integrated Media Gateway Cards (MGI), local IP keysets, remote IP keysets and IP networking are easily and economically added as needed.
TWO CABINET SYSTEM When it is required that the basic system be expanded to provide a capacity greater than that described above, the Release 2 Signal Control Processor (SCP2) card must be installed in slot nine of the first cabinet. This card provides an intermediate level of processing to control the first cabinet therefore freeing resources on the Release 2 Main Control Processor (MCP2) to control the entire system.
1.3 MAXIMUM DEVICE QUANTITIES DEVICE TYPE MAXIMUM NOTES Physical Ports 488 In a 3 cabinet system Stations Digital Analog IP 600† 360* 360* 240 † TDM and IP stations combined. Trunks Analog - Loop Start Digital - T1/PRI - BRI Networking Nodes Using QSIG over PRI Using QSIG over IP 352* 208 208 216 216/207 104 99 99 *Maximum number of stations without any trunks. Limited by the number of available universal slots and power supply units.
1.4 INTERIOR VIEW OF THE CABINET w e r t q u q u u u u u u u u y q w e r t y u Power Supply Slots (2) A/C Power Switch Battery Backup Power Switch Main Control Processor LAN Connection Interface Cards Serial I/O Ports BATTERY LAN 1.5 MCP2/LCP2 Slot 9 / SCP2 Slot 8 Slot 7 Slot 6 Slot 5 SIO3 SIO4 Slot 4 SIO2 Slot 3 Slot 2 Slot 1 SIO1 PSU-B/PSU60 PSU-B POWER 1.
1.
1.7 TECHNOLOGY MEMORY The system operates using stored program control.This program is stored on a SmartMedia card inserted into the Main Control Processor card (MCP2) and contains sixteen Megabytes of NAND-Flash memory. The Smart Media card also provides space for a backup customer database and a backup operating program. The system boots from a 1 Megabyte boot ROM and downloads the operating program into thirty two megabytes of DRAM on the Main Control Processor (MCP2) card.
PART 2. HARDWARE DESCRIPTIONS 2.1 SYSTEM CABINETS The cabinets that make up the OfficeServ 500 system are of metal construction and may be utilized as either as an expansion cabinet or as a main cabinet / key service unit (KSU). The cabinets may be used individually or may be stacked up to three (3) high to achieve maximum capacity.
MAIN CONTROL PROCESSOR (MCP2) DAUGHTER BOARD CAPABILITIES Position Types of Daughter Boards allowed per position MCP2 - D1 MFM, SCM, RCM2 and ESM* MCP2 - D2 MFM, SCM and RCM2 MCP2 - D3 MFM, SCM, RCM and MISC * The ESM must be installed in this position in a Multiple Cabinet . Note: Only one of any type of daughter board may be installed on any processor card. In an L version system ONLY the ESM board can be installed on the MCP2 card.
LOCAL CONTROL PROCESSOR (LCP2) The Local Control Processor (LCP2) card is installed in a dedicated processor slot, slot 10, of each Expansion KSU and does not reduce the available universal card slots of that cabinet. The LCP2 card has positions for three daughter boards. The first daughter board position (LCP2-D1) can support one of two types of daughter board, a Multi-Frequency Module (MFM), or an R2/CID Module (RCM). The second daughter board position (LCP2-D2) can support the MFM, the RCM or the MISC.
2.2.2 PROCESSOR CARD DAUGHTER BOARDS There are five types of daughter board that fit on the various processor cards. Some daughter boards will only work on the Main Control Processor (MCP2) and the rest will work on any processor card. The various daughter boards and their uses are described below. SWITCH AND CONFERENCE MODULE (SCM) The Switch and Conference Module installs on the MCP2 or the SCP2 processor cards.
MISCELLANEOUS FUNCTION MODULE (MISC) The Miscellaneous Function Module (MISC) daughter board installs in position MCP2-D3 on the MCP2 card in a single cabinet system or in position SCP2-D2 on the SCP2 or position LCP2-D2 on the LCP2 card(s) in a multiple cabinet system. The MISC daughter board is used to provide external music on hold/audio inputs (radios, digital announcers, etc.), external paging auto output, loud bell, common bell and programmable dry contact closures.
TEPRI/TEPRIa DIGITAL TRUNK When programmed as a T1 this card provides up to 24 trunk circuits in any combination of the following: • • • • Loop start lines DID (Direct Inward Dialing) Ground start lines E & M tie lines or two way DID calling When the card is programmed as a PRI it will provide 23 bearer channels and 1 data channel (23B+D). This card can be installed in any of the first three slots of any cabinet. MGI2 (MEDIA GATEWAY INTERFACE) The MGI2 card supports 16 VOIP channels.
2.3.2 STATION CARDS DLI This card is an eight circuit digital station interface card that provides 2B+D service when installed in any universal card slot in all cabinets. Keyset daughter boards will only work when connected to this card. 16DLI This card is a sixteen circuit digital station interface card that provides 1B+D service when installed in any universal card slot in all cabinets. Keyset daughter boards will not work when connected to this card.
2.3.3 OTHER CARDS AUTO ATTENDANT This optional card can be used for either the Automated Attendant, Uniform Call Distribution or a combination of both. For more information about the Automated Attendant and UCD, see section 4.1 System Features. SVMi-8E & SVMi-16E The SVMi-8E and SVMi-16E Voice Mail system are fully integrated Auto Attendant/Voice Mail/Fax System on a single circuit card.
2.4 STATION EQUIPMENT 2.4.
DS 5064B 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 FIGURE 2-4 DS-KDB-FULL DUPLEX INTERFACE (DS-KDBF) This is a daughter board that can be installed only in the DS 5021D or DS 5014D keysets. The standard speakerphone mode of operation for a DS 5000 keyset is “half duplex”. This means that you cannot transmit and receive speech at the same time.
2.4.
iDCS 64B AOM (See Figure 2–8) • • • • 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 2-8 iDCS 14B STRIP (See Figure 2–9) • • • 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 2-9 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.
2.4.
2.4.6 OfficeServ™ Wireless MGI/DUAL-BAND AP SOLUTION WIRELESS DUAL-BAND ACCESS POINT (SMT-R2000) (See Figure 2–15) The wireless access point (SMT-R2000) provides wireless coverage to the building. It supports IEEE 802.11a/b/g WLAN standard for both voice and data. It gives voice packets priority over data packets. The quality of the service for voice is always guaranty. FIGURE 2-15 Highlights of SMT-R2000 Features • • • • • • • • • • • Two radios WLAN access point. Radio 1: 5GHz IEEE 802.
WIRELESS INTERNET PHONE (WIP-5000M HANDSETS) (see Figure 2-16) Wireless Internet Phone (WIP-5000M) is a compact handheld unit that works within the Samsung OfficeServ Wireless system. The three ounce handset comes with a rich set of features. Its graphical display and menu-driven function make it very simple to use. The handset package comes with a handset, battery, a two-hour fast charging unit, a leather carrying case and a headset with hook switch control.
PART 3. SPECIFICATIONS The following tables provide technical data for the OfficeServ 500 hybrid/key telephone system. 3.1a ELECTRICAL SPECIFICATIONS (PSU 60) AC INPUT 120 (88—132) VAC (48—63 Hz)* 220 (180—260) VAC (48—63 Hz) POWER CONSUMPTION (MAX) 120 WATTS MAX. PER PSU, FUSE RATING 3 AMP BTU RATING (MAX) 6.8 BTU / MINUTE DC OUTPUT +5 VOLTS 5.0 AMPS MAX --5 VOLTS 0.5 AMPS MAX --48 VOLTS 1.4 AMPS MAXIMUM --54 VOLTS CHARGER 0.45 AMPS MAX *Normal factory setting. 3.
3.2 DIMENSIONS AND WEIGHTS HEIGHT WIDTH DEPTH WEIGHT 17.5” 22.5” 12” 35 lb. 35” 22.5” 12” 70 lb. Expanded System: Three Cabinets 52.5” 22.5” 12” 105 lb. iDCS Digital Keyset (18 and 28 Button) 4.25” 8.5” 9” 2.563 lb. iDCS Digital Keyset (8 Button) 4.25” 6.4” 9” 2.240 lb. ITP-5121D 4” 10.5” 8.25” 2.340 lb. ITP-5112L 4” 10.5” 8.5” 2.570 lb. iDCS 14B Strip 5” 1.625” 8” 5.5 lb. iDCS 64B AOM 4” 5.25” 9” 1.1 lb. DS 5021D / DS 5014D 4” 10.5” 8.25” 2.
3.5 SYSTEM TONES TONE FREQUENCIES CADENCE DIAL TONE 350 + 440 Hz Continuous RINGBACK TONE 440 + 480 Hz 1 sec on + 3 sec off DID RINGBACK TONE 440 + 480 Hz 2 sec on + 4 sec off BUSY TONE 480 + 620 Hz 0.5 sec on + 0.5 sec off DND / NO MORE CALLS 480 + 620 Hz 0.25 sec on + 0.25 sec off TRANSFER / CONF 350 + 440 Hz 0.1 sec on + 0.1 sec off CONFIRMATION TONE 350 + 440 Hz 0.05 sec on + 0.05 sec off ERROR TONE 480 + 620 Hz 0.05 sec of tone 1/0.
Transfer/Conference Tone—Indicates your call is being held and you can dial another party. TRANSFER/CONF TONE—100 ms ON/100 ms OFF CONTINUOUS Confirmation Tone—Very short beeps followed by dial tone indicate you have correctly set or canceled a system feature. CONFIRMATION TONE—50 ms ON/50 ms OFF FOR TWO SECONDS ERROR TONE—A distinctive two level beeping tone indicates you have done something incorrectly.Try again. ERROR TONE—50 ms of tone 1/50 ms of tone 2 FOR TWO SECONDS 3.
3.7a RESERVE POWER DURATION ESTIMATES (in minutes)* UPS CAPACITY IN VOLT AMPS (VA) No. of PSUs 250 450 600 900 1250 2000 5 20 30 47 75 180 2 8 10 24 40 70 3 5 7 20 36 64 4 13 22 35 5 10 13 25 6 5 10 20 1 *These are approximate values. Specific UPS devices, due to their internal construction, can have greater or lesser values. 3.7b RESERVE POWER DURATION ESTIMATES (in hours)* BATTERY CAPACITY IN AH No. of PSUs 40 80 120 160 200 240 1 15 x x x x x 2 7.
Samsung OfficeServ 500 Table Size Comparison M VERSION L VERSION CID Abandon Lists 100 100 30 CID Name Translation Entries 1000 2000 20 20 Call Buttons per Station 8 8 Station Group Members 48 48 Call Logs Entries 2000 2000 Unconditional Group Members 32 32 Call Log per Station 50 50 Trunk Group Members 99 99 Tenant Groups 2 2 Internal Page Members 99 x 5 99 x 5 Ring Plans 6 6 External Page Members 8x4 8x4 Programmed Messages 20 (15+5) 20 (15+5) Toll Restriction E
PART 4.
Park Orbits Tenant Services (2) Primary Rate Interface (PRI) Prime Line Selection Toll Restriction Basic Rate Interface (BRI) ISDN Service Priority Call Queuing By Day or Night LAN Interface Private Lines By Line or Station Least Cost Routing Programmable Line Privacy Eight Dialing Classes Live System Programming Programmable Timers Special Code Table From any Display Keyset Recalls Toll Restriction Override With a Personal Computer Recall to Operator Tone or Pulse Dialing Meet Me Pa
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.
following:“I’m sorry. There is no answer”,“That station is busy”, and “Invalid Number. Please try again”. A maximum of two minutes of super capacitor backed (100 hours) random access memory (RAM) provide up to 48 customer recordings for announcements or greetings. Twelve individual announcements (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.
be distributed to the next available agent. When there are no calls in queue the next new call will be routed to the next idle agent according to a specified distribution method. There are two available reporting options to support the [system] call center functionality.
Agent Statistics UCD supervisor positions using a display keyset can monitor the number of agents in a group and how many agents are currently logged in. Each station’s status can be reviewed for the number of calls answered and the average call length for the day. Call Statistics UCD supervisor positions using a display keyset can monitor the number of calls in queue, the longest wait time for calls currently in queue, the average wait time for the day, and the total number of calls answered for the day.
CALLER IDENTIFICATION The OfficeServ 500 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.
OfficeServ™ Link Samsung’s proprietary CTI Server Application that manages all call control functions between the OfficeServ 500 Main Processor and all OfficeServ™ CTI Applications. OfficeServ™ DataView OfficeServ DataView is a web enabled Call Center and system traffic reporting package. The DataView application provides live connection status and features usage statistics as well as a wide variety of detailed historical reports.
CONFERENCE GROUP Users that have a 5112L-ITP large screen keyset or OfficeServ Softphone may have 1-5 conference groups programmed. Each conference group can have up to 4 parties assigned. They can be extensions in the system or telephone numbers of people outside the system. Press the Conference Group button to call all members of the group at the same time. Status indications appear in the display. Press the corresponding softkey to drop or call parties as desired (maximum 100 users).
Dialed Number Identification service (DNIS) is a feature of 800 or 900 type numbers that allows the number dialed by the caller to be identified in the telephone system by means of a sequence of DTMF digits (usually four). This service terminates on E&M tie lines. These E&M tie line circuits can terminate on the digital T1 circuit on an iDCS TEPRI/TEPRIa card. Direct Dial In (DDI). This is the name given to the above three services when they are provided over an ISDN PRI circuit.
DOOR LOCK RELEASE (PROGRAMMABLE) After answering a call from the door phone, users can dial a code to activate a contact closure. This can be used to operate a customer-provided electric door lock release mechanism. The contact closure timer is programmable from 100–2500 ms. DOOR PHONES The door phone interface module (DPIM) provides for connection of a door phone to a DLI port.
EXTERNAL PAGE INTERFACES The OfficeServ 500 MISC module provides one external page output and two zone control relays. Resources from added miscellaneous applications modules (MISC) can be combined to provide four external zones. Multiple relays may be assigned to each zone. FLASH KEY OPERATION While a user is on an outside line, pressing the FLASH key will send a timed disconnect signal to the central office or PBX. This is used for custom calling features on C.O.
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.
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.
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 OfficeServ 500 system. See your Authorized Samsung Dealer for additional information. MULTIPLE LANGUAGE SUPPORT The OfficeServ 500 can be programmed to support multiple languages in the display. This is on a per-keyset option and when set the keyset will have its display information presented in the programmed language.
NETWORKING The OfficeServ 500 system allows up to 99 systems to be networked together with a high level of feature integration. The networked systems may be any combination of OfficeServ 100 and OfficeServ 500 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 an 4SLI card may be connected to telephone company-provided OPX circuits to remote locations.
PRIORITY CALL QUEUING This feature places calls to an UCD or NORMAL station queue ahead of other calls based on priority level (19).The system reads the DID number, Caller ID number or trunk ID number, compares it to a preprogrammed table, then assigns it the corresponding priority that places it in the appropriate position in the group queue. PRIVATE LINES For private line use, stations can be prevented from dialing and/or answering any line.
Automatic / Manual Ring destinations will automatically change based on time of day and day of week. At any time the system can be manually forced into a specific ring plan. It will remain in this ring plan until manually taken out. Holiday Schedule The system has a table of 20 dates that are used to define holidays. On a date designed as a holiday the system will remain in a ring plan for that calendar day providing the system was already in that ring plan.
SPEED DIAL BY DIRECTORY The OfficeServ 500 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 40 station hunt groups on an OfficeServ 500-M system and 80 station hunt groups on an OfficeServ 500-L system. One of three ring patterns—sequential, distributed and unconditional—is available for each group.
TENANT SERVICE (2) The OfficeServ 500 supports two forms of tenant service as detailed below. • System Splitting: In the first form there are several programs that allow the OfficeServ 500 to be installed in tenant applications. These features allow a technician to split the system in two with each tenant having individual control over operator groups, page zones, speed dial numbers, night service (manual or automatic), DISA and customer level programming.
TRUNK GROUPS Outside lines can be grouped for easy access by dialing a code or pressing a button.There are 30 trunk groups available. UNIFORM CALL DISTRIBUTION (UCD) UCD is a call distribution method by which callers in a queue are routed to the next available agent. While waiting in a queue a canned or customized announcement can be periodically played to the caller based on a programmable timer while retaining their place in the queue.
These IP Keysets can be installed in the local office or in a remote office, home office with full feature operation. 3) IP Networking: Connect up to 15 systems together over a managed IP network. The OfficeServ 500 Media Gateway Interface (MGI) cards support up to sixteen voice calls per card over an IP network connection using the industry standards based H.323 or SIP protocol.The MGI cards fit into any universal OfficeServ 500 card slot.
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.
at the station that is forwarded. The TRSF/transfer key also lights if Forward All is set and no key is programmed 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.
EXCLUSIVE HOLD Pressing HOLD twice will hold a call exclusively at a station so no other station can pick up that call. Intercom calls are automatically placed on exclusive hold. Exclusive hold for trunk calls can be denied in class of service. 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.
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.
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 The DS, iDCS and ITP keysets have built-in speakerphone. The speakerphone enables calls to be made and received without the use of the handset. The iDCS 28D, iDCS 18D, DS 5021D, and DS 5014D keysets 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. Camp on to 203 Wait for answer 209:Tim Kelly FRI 23 Sep 02:54 Idle display shows extension, name, day, date and time. This station is camped-on to extension 203 and is waiting for 203 to answer. Call for 501 202 Mr.
SAMPLE CALLER ID DISPLAYS 05/25,09:41,702 CLEAR NND DIAL 13054264100 702:RINGING This display shows an incoming call from 1-305426-4100 on Line 702 ringing directly at your station. This display shows the information on the abandoned call list.This call came in on May 25 at 9:41 A.M. on line 702.The user can CLEAR the entry, DIAL the caller back or examine further NND information.
SAMPLE UCD DISPLAYS 06 available 04 logged in 005 calls in queue now There are five calls currently waiting to be answered by the UCD group. There are six members in the group. Four of the members are currently logged in. 201: answered 065 calls today longest wait time is 02:24 The longest call on hold (waiting to be answered) was for two minutes, 24 seconds.This data applies to all calls since the supervisor data was last cleared. It does not necessarily represent calls currently in queue.
4.44 ] Mar/21/1999 13:49 Authorization Code 4 Digits Date Call Made or Received Month:Day C.O. Line No. 2–4 Digits Time Call Made or Received Hrs:Mins:Secs Call Duration Hrs:Mins:Secs or Call Cost Call Type Flag 2 Characters 4.
4.45 ] Mar/21/99 13:49 4.5 SAMPLE SMDR PRINTOUT (WITH CALLER ID/ANI NUMBER) Call Duration Hrs:Mins:Secs or Call Cost Time Call Made Call Type Flag or Received 2 Characters Hrs:Mins:Secs Date Call Made or Received Month:Day C.O. Line No. 2–4 Digits Authorization Code 4 Digits Extension 2–4 Digits Tenant 1 Digit Telephone No.
4.6 SAMPLE OF UCD EMBEDDED 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+ or PAGE .
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.
FIELD REPAIRS Only technicians certified on the OfficeServ 500 are authorized by SAMSUNG TELECOMMUNICATIONS AMERICA to perform system repairs. Certified technicians may replace modular parts of a system to repair or diagnose trouble. Defective modular parts can be returned to SAMSUNG TELECOMMUNICATIONS AMERICA for repair. GENERAL This equipment must not be used on coin telephone lines. Connection to party line service is subject to state tariffs.
PART 6. HOTEL / MOTEL FEATURE PACKAGE 6.1 GENERAL OVERVIEW The OfficeServ 500 Hotel / Motel software package combines the OfficeServ 500 business features with additional features created to meet the needs of the Hotel / Motel industry. This combination meets the requirements of the Hotel General Business offices as well as those of the Hotel Guest. The OfficeServ 500 Hotel / Motel package MUST be activated in MMC 813 before it can be used.
6.2 HOTEL / MOTEL FEATURES Bi-Directional PMS Room Status Printed Reports Call Costing Keyset Indications Check In Check Out Room Status Update Automatic (Daily Timer) Deposit Posting Manual DSS Key Use During Feature Activation Enhanced User Programming Staff I.D.
CHECK IN The OfficeServ 500 Hotel / Motel software allows an Administrator keyset to check a guest into a room by pressing the CHECK IN key and following the prompts in the display. When the CHECK IN key is pressed the clerk can credit the room account if the guest wishes to prepay for the room and/or the phone service. The clerk can also assign the guest’s name to the room. This feature offers 64-Button Module support.
This feature can be set and canceled from the guest room phone. This feature offers 64-button module support. Meaning that the associated DSS key assigned to a 64-button module can be used to enter the room number to set DND to. EXPRESS CHECK-IN This feature is designed to expedite the Check In procedure. It is a second check in option. It is used expressly to check in a guest quickly. The Express Check In feature (X-CHIN key) eliminates several steps from the standard Check In procedure.
Phone Bill The Phone Bill report provides only the phone bill information for a specific room. This print out is separate from the guest room bill.This allows a guest to pay for them separately, so no phone calls appear on the room bill.When using this feature you have the option of saving or deleting all telephone call information from the guest’s bill.
• HOLD AND NEED CLEANING – Message sent to update PMS. Indicates that the room is being held and requires cleaning. • HOLD AND NEEDS MAINTENANCE – Message sent to update PMS. Indicates that the room is being held and requires maintenance. ROOM STATUS The OfficeServ 500 Hotel / Motel system provides three methods to review the five room status conditions. 1.
STATION TYPES The system software enables station ports to be defined for a specific use throughout the hotel. Each telephone can be designated as being one of the five following types. A class of service has been established for each station type. 1. NORMAL STATION – This is the default setting. The station will operate in the manner associated with a normal business station. 2.
• CANCELED – Both the guest room bill and wake up call activity report will indicate each canceled wake up call. Only Hotel / Motel administrator’s keysets can cancel wake up calls. The guest can reprogram a wake up request if he made a mistake. System programming provides a programmable number of wake up call attempts and a programmable time interval between attempts.
6.3 SAMPLE REPORTS AND PRINTOUTS 6.3.1 GUEST ROOM BILL PRINTOUT 6.3.2 ROOM STATUS PRINTOUTS – AVAILABLE – OCCUPIED – NEEDS CLEANING – NEEDS MAINTENANCE – HOLD – ALL 6.3.3 TRANSACTION RECORD OUTPUT SAMPLE 6.3.4 INDIVIDUAL GUEST PHONE BILL 6.3.5 ALL GUEST PHONE BILL (SMDR) 6.3.6 INDIVIDUAL WAKEUP ACTIVITY REPORT 6.3.7 SAMPLE GUEST PHONE TEMPLATES 6.
6.3.
GUEST BILL FROM [SUNSHINE SUITES ] 01/28/99 14:13 CHARGES BILLED TO ROOM NUMBER : 210 ROOM DATE TIME 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 210 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/27 01/28 01/28 01/28 01/28 01/28 01/28 01/28 01/28 01/28 01/28 12:11 12:11 12:11 12:11 12:30 12:30 12:30 12:31 14:55 14:55 14:55 14:55 14:58 14:58 15:01 15:01 15:01 19:35 06:00 06:01 06:
6.3.2 ROOM STATUS PRINTOUT Printout includes the following information: Date and time the report was printed Status of guest and meeting rooms – On an individual, status type basis OR – Room Status Printout Types: – AVAILABLE – OCCUPIED – NEEDS CLEANING – NEEDS MAINTENANCE – HOLD – ALL Room status is updated by either the administrator access, automatic room update or maid codes.
ROOM STATUS PRINTOUT ROOM STATUS AVAILABLE ROOM STATUS 11:59 12/02 ROOM STATUS 209 AVAILABLE 220 AVAILABLE 213 AVAILABLE 215 AVAILABLE 217 AVAILABLE 219 AVAILABLE 220 AVAILABLE 221 AVAILABLE 223 AVAILABLE 225 AVAILABLE 226 AVAILABLE 227 AVAILABLE 228 AVAILABLE 301 AVAILABLE 302 AVAILABLE 303 AVAILABLE 304 AVAILABLE 306 AVAILABLE 307 AVAILABLE 403 AVAILABLE 405 AVAILABLE 406 AVAILABLE 407 AVAILABLE 409 AVAILABLE Sunshine Suites 6.
ROOM STATUS PRINTOUT Printout includes the following information: Date and time the report was printed Status of guest and meeting rooms – On an individual, status type basis OR – Room Status Printout Types: – AVAILABLE – OCCUPIED – NEEDS CLEANING – NEEDS MAINTENANCE – HOLD – ALL Room status is updated by either the administrator access, automatic room update or maid codes.
ROOM STATUS PRINTOUT ROOM STATUS OCCUPIED ROOM 13:56 11/02 STATUS ROOM STATUS 211 OCCUPIED 212 OCCUPIED 214 OCCUPIED 216 NEED MAINTENANCE 218 OCCUPIED 222 OCCUPIED 224 OCCUPIED 305 OCCUPIED 308 NEEDS CLEANING 309 HOLD 310 NEEDS MAINTENANCE 401 NEEDS CLEANING 402 NEED MAINTENANCE 404 NEEDS CLEANING 408 NEEDS CLEANING Sunshine Suites 6.
ROOM STATUS PRINTOUT Printout includes the following information: Date and time the report was printed Status of guest and meeting rooms – On an individual, status type basis OR – Room Status Printout Types: – AVAILABLE – OCCUPIED – NEEDS CLEANING – NEEDS MAINTENANCE – HOLD – ALL Room status is updated by either the administrator access, automatic room update or maid codes.
ROOM STATUS PRINTOUT ROOM STATUS NEEDS CLEANING ROOM STATUS 13:50 11/02 ROOM STATUS 211 NEEDS CLEANING 212 NEEDS CLEANING 214 NEEDS CLEANING 215 NEEDS CLEANING 218 NEEDS CLEANING 220 NEEDS CLEANING 222 NEEDS CLEANING 224 NEEDS CLEANING 303 NEEDS CLEANING 305 NEEDS CLEANING 310 NEEDS CLEANING 401 NEEDS CLEANING 404 NEEDS CLEANING 408 NEEDS CLEANING Sunshine Suites 6.
ROOM STATUS PRINTOUT Printout includes the following information: Date and time the report was printed Status of guest and meeting rooms – On an individual, status type basis OR – Room Status Printout Types: – AVAILABLE – OCCUPIED – NEEDS CLEANING – NEEDS MAINTENANCE – HOLD – ALL Room status is updated by either the administrator access, automatic room update or maid codes.
ROOM STATUS PRINTOUT ROOM 216 STATUS NEED MAINTENANCE ROOM NEED MAINTENANCE STATUS 14:01 ROOM 308 NEED MAINTENANCE 402 Sunshine 11/02 STATUS NEED MAINTENANCE Suites 6.
ROOM STATUS PRINTOUT Printout includes the following information: Date and time the report was printed Status of guest and meeting rooms – On an individual, status type basis OR – Room Status Printout Types: – AVAILABLE – OCCUPIED – NEEDS CLEANING – NEEDS MAINTENANCE – HOLD – ALL Room status is updated by either the administrator access, automatic room update or maid codes.
ROOM STATUS PRINTOUT ROOM STATUS 212 HOLD 401 HOLD HOLD ROOM 214 Sunshine 11:58 STATUS HOLD 12/02 ROOM 309 STATUS HOLD Suites 6.
ROOM STATUS PRINTOUT Printout includes the following information: Date and time the report was printed Status of guest and meeting rooms – On an individual, status type basis OR – Room Status Printout Types: – AVAILABLE – OCCUPIED – NEEDS CLEANING – NEEDS MAINTENANCE – HOLD – ALL Room status is updated by either the administrator access, automatic room update or maid codes.
ROOM STATUS PRINTOUT ROOM STATUS ALL 13:58 ROOM 11/02 STATUS ROOM STATUS 209 AVAILABLE 210 AVAILABLE 211 OCCUPIED 212 OCCUPIED 213 AVAILABLE 214 NEEDS CLEANING 215 NEEDS CLEANING 216 NEED MAINTENANCE 217 AVAILABLE 218 NEEDS CLEANING 219 AVAILABLE 220 NEEDS CLEANING 221 AVAILABLE 222 NEEDS CLEANING 223 AVAILABLE 224 NEEDS CLEANING 225 AVAILABLE 226 AVAILABLE 227 AVAILABLE 228 OCCUPIED 301 OCCUPIED 302 OCCUPIED 303 NEEDS CLEANING 304 AVAILABLE 305 NEED
6.3.3 TRANSACTION RECORD OUTPUT SAMPLE The PMS output stream includes information from all transactions within the Hotel / Motel system. This is a one way output only, from the phone system to the PMS system.
211 211 211 211 211 209 209 209 216 213 214 211 211 209 216 217 209 209 209 209 210 210 210 210 213 213 213 213 215 215 215 215 216 216 216 216 217 217 217 217 216 216 216 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/29 01/30 01/30 06:10 06:10 06:10 06:10 06:10 06:11 06:11 06:11 06:11 06:11 06:12 06:13 06:13 06
6.3.
PHONE BILL FROM [SUNSHINE SUITES ] 02/11/99 13:44 CHARGES BILLED TO ROOM NUMBER: 211 ROOM DATE TIME ITEM DESCRIPTION DETAILS 211 211 211 211 211 02/10 02/10 02/11 02/11 02/11 15:30 20:44 06:34 13:15 13:40 TEL TEL TEL TEL TEL 3055922900 18008764782 18008764782 3055922900 3055922900 01:01:00 00:01:45 00:02:00 00:02:16 00:02:31 TOTAL Sunshine CHARGE .35 .25 .25 .45 .55 1.85 Suites 6.
] 01/02/95 17:12 Time Call Made or Received Hrs:Mins:Secs Date Call Made or Received Month:Day C.O. Line No. 2–4 Digits Authorization Code 4 Digits Extension 2–4 Digits Tenant 1 Digit Call Type Flag 2 Characters Call Duration Hrs:Mins:Secs Telephone No.
6.3.
WAKE UP ACTIVITY FROM [SUNSHINE SUITES ] 01/22/98 14:35 CHARGES BILLED TO ROOM NUMBER: 213 ROOM DATE TIME ITEM DESCRIPTION 213 213 213 213 213 01/23 01/23 01/24 01/25 01/25 12:22 12:25 11:51 05:30 05:31 89 92 89 91 90 W/UP W/UP W/UP W/UP W/UP DETAILS SET CANCL SET N/ANS ANS 05:30 05:30 TOTAL Sunshine CHARGE 000.00 000.00 000.00 000.00 000.00 000.00 Suites 6.
SAMSUNG TELECOMMUNICATIONS AMERICA KEY SYSTEMS LIMITED WARRANTY SAMSUNG TELECOMMUNICATIONS AMERICA (“STA”), warrants to its authorized Dealers and to the original retail purchaser (“Users”) of a STA product for a period of 24 months from the date of shipment of the Product from STA’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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