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Samsung OfficeServ 100 General Description Manual
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Samsung OfficeServ 100 General Description Manual

Samsung OfficeServ 100 General Description Manual

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  • Page 1 Enterprise IP Solutions OfficeServ 100 General Description...
  • Page 2 Disclaimer Samsung Business Communications is not responsible for errors or problems arising from customers not installing, programming or operating their Samsung systems as described in this manual. Copyright 2004 Samsung Business Communications All rights reserved.
  • Page 3 259 Gongdan-Dong, Gumi-City Kyungbuk, Korea, 730-030 (factory name, address) declare under our sole responsibility that the product Digital Keyphone System "OfficeServ 100" to which this declaration relates is in conformity with RTTE Directive 1999/5/EC ( Annex II ) Low Voltage Directive 73/23/EEC:93/68/EEC...
  • Page 4 2004-12-04 ..........................(place and date of issue) (name and signature of authorized person) (Representative in the EU) Samsung Electronics Euro QA Lab. Blackbushe Business Park Saxony Way, Yateley, Hampshire GU46 6GG, UK Peter Park / Manager Peter Park 2004-12-04 ..........
  • Page 5 Intended Use This telephone system is intended to provide the user with voice communication between the system extensions and connection to the public switched telephone network by digital or analogue links. The telephone system may be provided with the ability to communicate with local computer networks to provide CTI functions and features.
  • Page 6 OfficeServ100 General System Diagram iDCS Series and DCS Euro Keysets 5000 Series Digital Keysets and IP Phones DS-5021D (21B, 2-Line LCD) ITP-5021D (21B, 2-Line LCD) iDCS 28D Keyset iDCS 18D Keyset DS-5014D (14B, 2-Line LCD) ITP-5014D (14B, 2-Line LCD) iDCS 8D Keyset iDCS 14B AOM iDCS 64B AOM ITP-5012L (12B, Large LCD)

  • Page 7: About This Guide

    Electrical, physical, and environmental specifications, including system tones and keyset LED indica- tions. Chapter 4: Business Features Package All the system, station and display features available on the OfficeServ 100 to enhance your business procedures, including example reports and printouts. Supporting Documents...

  • Page 8: Table Of Contents

    Contents CHAPTER 1 INTRODUCTION TO THE OFFICESERV 100 ................... 1-1 ................................1-1 ENERAL ESCRIPTION ..............................1-2 IZE AND ONFIGURATION ..................................1-6 ECHNOLOGY ..................................1-6 ROGRAMMING CHAPTER 2 HARDWARE DESCRIPTIONS ........................2-1 (KSU)............................... 2-1 ERVICE ................................2-2 XPANSION ABINET ................................... 2-2...

  • Page 9: Chapter 1 Introduction To The Officeserv 100

    PABX or a combination of both (hybrid). The system employs DSP (Digital Signal Processor) digital technology. The OfficeServ 100 offers a variety of interface cards that allow connection to the public tele- phone network or to private networks. These are generally referred to as trunk cards. Three types of telephone can be connected to the system: proprietary digital phones called “key-...

  • Page 10: Size And Configuration

    Chapter 1 Introduction to the OfficeServ100 Size and Configuration The OfficeServ 100 comprises a Basic Key Service Unit (KSU, Figure 1–1), Expansion cabi- net, interface cards and electronic keysets. The simplest KSU has eight (8) keyset ports, but this is expandable to 18 analogue C.O. line ports, or 24 BRI lines, or 32 stations. In addition, up to eight keyset daughterboards may be added to the system along with the optional 2SLI card.
  • Page 11 OfficeServ100 Figure 1–1 OfficeServ 100 Basic Key Service Unit...
  • Page 12 Chapter 1 Introduction to the OfficeServ100 Trunk Lines Two Cabinets Station Lines Figure 1–2 Configuration Matrix Table (With Analogue Trunks) (Expansion Type A) Trunk Lines Two Cabinets Station Lines Figure 1–3 Configuration Matrix Table (With Digital Trunks) (Expansion Type A)
  • Page 13 Trunk Lines Two Cabinets Station Lines Figure 1–4 Configuration Matrix Table (With Analogue Trunks) (Expansion Type B) Trunk Lines Two Cabinets Station Lines Figure 1–5 Configuration Matrix Table (With Digital Trunks) (Expansion Type B)

  • Page 14: Technology

    AC power to the system by an onboard battery back-up system. The OfficeServ 100 program is stored in 16 Mb NAND flash memory on the Main Control Processor (MCP1) card. The system boots from a 512 K boot ROM and downloads the op- erating program into 32 Mb of SDRAM on the MCP1 card.
  • Page 15 Refer to the Samsung OfficeServ 100 Programming Guide for more information. The system also allows the use of a proprietary computer program called OfficeServ Man- ager. This permits a technician to program the system using a personal computer. OfficeServ Manager can be used on-site to modify the customer database or to download (save) the en- tire customer database to a file.

  • Page 16: Chapter 2 Hardware Descriptions

    Chapter 2 Hardware Descriptions This chapter describes the hardware for the OfficeServ 100 system as follows. Key Service Unit Interface Cards Station Equipment Key Service Unit (KSU) The OfficeServ 100 KSU (see Figure 1–1 in Chapter 1) is a single metal cabinet containing...

  • Page 17: Expansion Cabinet

    Chapter 2 Hardware Descriptions Ring Generator Unit (RGU1 or RGU2) Two kinds of sinusoidal–waveform Ring Generator Units are available: RGU1 provides 3W ring signals; RGU2 provides 20W ring signals. RGU2 is required when a large number of sin- gle line telephones are connected to the system. Expansion Cabinet One metal Expansion cabinet can be attached to the KSU.

  • Page 18: Interface Cards

    These cards provide the interface connections for telephone lines and stations to the KSU and Expansion cabinet. They fit into the card slots to configure the system as required. Refer to the Samsung OfficeServ 100 Installation Guide for information on how to recognise and install interface cards.

  • Page 19: Station Cards

    Chapter 2 Hardware Descriptions If configured as PRI, it contains 30 ISDN channels. Protocol is compatible with Euro-ISDN PRI. (See also PLL, above.) Media Gateway Interface (MGI3) Provides a Voice over Internet Protocol (VoIP) gateway between IP and non-IP parts of the telephone system, as well as Codec conversion.
  • Page 20 No external line or power connections are necessary. The standard memory capacity is about 5 hours using a 64MB memory card. (Higher capac- ity Flash memory cards are available from Samsung.) SVMi-8 The SVMi-8 Voice Mail system is a fully integrated Auto Attendant/Voice Mail/Fax system on a single card.
  • Page 21 4WLI The 4WLI card provides a cable interface between the OfficeServ 100 system and a COMBO type Wireless LAN (WLAN) Base Station (WBS24), which is the access point for a WLAN. The cable interface is a digital system, using the 2B+1D Quad Digital Adaptor Subscriber Loops (QDASL) interface.

  • Page 22: Station Equipment

    Station Equipment Note that the keysets described here may differ according to the country of use. 5000 Series Keysets 2-Line LCD IP Keysets 14-Button 2-Line LCD IP Keyset (ITP-5014D) (Figure 2–3) 48-character display (2x24) LCD with three associated soft keys and scroll key Supports data and voice transfer using Internet Protocol 14 programmable keys...
  • Page 23 Chapter 2 Hardware Descriptions 2-Line LCD DS-5000D Keysets 14-Button 2-Line LCD Keyset (DS-5014D) (Figure 2–5) 48-character display (2x24) LCD with three associated soft keys and scroll key 14 programmable keys Navigation keys for easy use of keyset functions Five fixed-function keys Built-in speakerphone Keyset Status Indicator Eight selectable ring tones...
  • Page 24 2-Line LCD DS-5000S Keysets 7-Button 2-Line LCD Keyset (DS-5007S) (Figure 2–7) 48-character display (2x24) LCD with three associated soft keys and scroll key 7 programmable keys Five fixed-function keys Built-in speakerphone Keyset Status Indicator Eight selectable ring tones Volume Up/Down keys for digital control of speaker, handset and ringer volumes Desk- or wall-mounted Figure 2–7 7-Button 2-Line LCD Keyset...
  • Page 25 Chapter 2 2-10 Hardware Descriptions Large LCD Keysets 12-Button Large LCD IP Keyset (ITP-5012L) (Figure 2–10) Large LCD with 12 keys for feature selection Supports data and voice transfer using Internet Protocol Navigation keys for easy use of keyset functions Five fixed-function keys Keyset Status Indicator Eight selectable ring tones...
  • Page 26 2-11 5000 Series Keyset Daughterboards [DS-5014D, DS-5021D and DS-5038S Keysets Only] DS-5014D, DS-5021D and DS-5038S keysets support one of three different types of daugh- terboards installed on them to enhance operation or to provide an additional local port de- pending on the type of daughterboard. KDB-Digital Line Interface (KDB-DLI) If your keyset is connected to a Digital Line Interface (DLI) port that supports 2B+D operation, you may install a daughterboard that provides a Digital Line...
  • Page 27 Chapter 2 2-12 Hardware Descriptions DCS Series (Euro) Keysets LCD 24B Keyset (Figure 2–13) 32-character display (2 x 16) with three associ- ated soft keys and a scroll key 24 programmable keys (16 with tri-coloured LEDs) Eight fixed-function keys Built-in speakerphone Volume Up/Down keys for digital control of speaker, handset and ringer volumes Eight selectable ring tones...
  • Page 28 2-13 6B Basic/Enhanced Model Keyset (Figure 2–16) 6 programmable keys Four fixed-function keys Built-in speakerphone Volume Up/Down keys for digital control of speaker, handset and ringer volumes Eight selectable ring tones per keyset Desk- or wall-mounted Figure 2–16 6B Basic/Enhanced Model Keyset DS-2100B Keyset (Figure 2–17)
  • Page 29 B channel. Each port is intended for connection to one telephone. Connecting multiple telephones to a port may result in incorrect operation. (See Chapter 3 of the Samsung OfficeServ 100 Installation Manual for details.) KDB-Single Line Interface (KDB-SLI) This daughterboard can be installed only in a 12B or 24B keyset.
  • Page 30 2-15 18-Button iDCS Keyset (18D) (Figure 2–20) 32-character display (2 x 16) with three associated soft keys and a scroll key 18 programmable keys with tri-coloured LEDs Two fixed-function keys Keyset Status Indicator Built-in speakerphone Eight selectable ring tones Volume Up/Down keys for digital control of speaker, handset and ringer volumes Figure 2–12 18-Button iDCS Desk- or wall-mounted...
  • Page 31 Chapter 2 2-16 Hardware Descriptions 14-Button iDCS AOM / STRIP (Figure 2–23) 14 programmable keys with red LEDs One only can be assigned to a keyset to provide additional programmable keys Figure 2–23 14-Button iDCS AOM/Strip (connected to keyset) iDCS Series Keyset Daughterboards [28D and 18D Keysets Only] (Figure 2–24) iDCS 28D and 18D button keysets can have one of three different types of daughterboards...
  • Page 32 2-17 Door Phone Interface Module (DPIM) & Door Phone (Figures 2-25, 2-26, 2-27) 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 a customer-provided electric door lock Door phone is wall-mounted...

  • Page 33: Chapter 3 Officeserv 100 Specifications

    Chapter 3 OfficeServ 100 Specifications This chapter provides the technical data for the OfficeServ 100 hybrid/key telephone system as follows. Electrical Specifications Dimensions and Weights Environmental Limits Cable Requirements Power Supply System Tones Keyset LED Indications Electrical Specifications AC INPUT 220−240 VAC, 50 Hz, 3A.

  • Page 34: Environmental Limits

    Chapter 3 OfficeServ 100 Specifications Environmental Limits 32–104 °F / 0–40 °C OPERATING TEMPERATURE 13–158 °F / -10.5–70 °C STORAGE TEMPERATURE 10%–90% non-condensing HUMIDITY Cable Requirements EQUIPMENT CABLE AWG / mm MAX METRES 1 PR. DIGITAL KEYSET #24 / 0.5 TWISTED 1 PR.

  • Page 35: System Tones

    System Tones CADENCE (Milliseconds) TONE DIAL TONE A steady tone that indicates you can begin dialing CONTINUOUS RINGBACK TONE The station you dialled is ringing 2000 DDI RINGBACK TONE Ringback tone heard by external party when dialing 1000 3000 1000 3000 DDI number BUSY TONE...

  • Page 36: Keyset Led Indications

    Chapter 3 OfficeServ 100 Specifications CADENCE (Milliseconds) TONE HOLD / CAMP-ON Call on hold or camped on 3500 3500 RING Ring over page 1000 3000 1000 3000 C.O. BUSY C.O. line is busy C.O. RINGBACK 2000 C.O. line is ringing C.O.

  • Page 37: Chapter 4 Business Features Package

    Chapter 4 Business Features Package This chapter describes the features available on the OfficeServ 100 keyphone system to en- hance your business procedures. It is subdivided into the following sections. System Features Sample UCD Report Station Features UCD Call Statistics...

  • Page 38: Account Code Entry

    Chapter 4 Business Features Package In Group/Out of Group Remote Programming—PC Incoming Call Distribution Ring Modes Incoming/Outgoing Service Time Based Routing Plans Individual Line Control Automatic / Manual IP Phone Interface Holiday Schedule ISDN Service Temporary Override Primary Rate Interface (PRI) Ring Over Page Basic Rate Interface (BRI) Single Line Connections...
  • Page 39 Forced (Verified) When set for this option the user must enter an account code for all outgoing calls. The account code entered will be verified from a system list of 500 entries. Forced (Verified) codes can contain the digits 0–9. Forced (Not Verified) When set for this option, the user must enter an account code for all outgoing calls, but the account code is not verified against the system list.

  • Page 40: Auto Attendant

    Chapter 4 Business Features Package Authorisation Codes Authorisation codes give permission to make a call. A maximum of 250 authorisation codes (between four and 10 digits) can be either forced or voluntary. When used, authorisation codes will automatically change the dialling station’s class of service to the level assigned to the authorisation code.
  • Page 41 Divert feature. Call Activity Display The OfficeServ 100 will record and buffer all calling activity within the system. With a Call Activity Display (CAD) key, the system will display a “snapshot” of the following information: •...
  • Page 42 Chapter 4 Business Features Package Caller Identification (CID) Features The following features apply to all forms of caller identification. However, for simplicity, caller identifica- tion is referred to as CID. Name/Number Display Each display keyset user can decide to see either the name or number in the display first. Regardless of which is selected to be seen first, the NND key can be used to view the other.

  • Page 43: Call Forwarding

    CID on SMDR The Station Message Detail Recording (SMDR) report can be set to include CID name and CID num- ber for incoming calls. This format expands the printout to 113 characters. Use a wide carriage printer or an 80-column printer set for condensed print. Number to Name Translation The system provides a translation table for 500 entries.
  • Page 44 Chapter 4 Business Features Package Busy/No Answer This feature allows the station user to use both types of forwarding simultaneously, provided both des- tinations have already been entered in the usual manner. 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 mode to forward immediately to another destination.

  • Page 45: Call Pickup

    Call Pickup Directed With directed call pickup, users can answer calls ringing at any station by dialling a code plus that sta- tion’s extension number, or by pressing the feature key and then dialling the extension. Groups The group pickup feature allows users to answer any call ringing within any pickup group. There are 20 pickup groups available.

  • Page 46: Class Of Service

    *TAPI 2.1 TAPI 2.1 is the method of integrating the OfficeServ 100 system and a PC. TAPI 2.1 is a LAN-based solution allowing PCs to communicate directly with the telephone system over the PCs’ LAN. This es- tablishes a logical connection rather than a physical connection between telephone and PC.

  • Page 47: Data Security

    4-11 Data Security Single line telephones used with modems and fax machines can be programmed so that they will not receive any system-generated tones that would disrupt data transmissions. In addi- tion, these devices receive C.O. ringing pattern instead of internal ring pattern. Devices con- nected to an SLI card receive a disconnect signal upon termination.

  • Page 48: Distinctive Ringing

    Business Features Package DISA Security Telephone fraud and long-distance theft are a serious concern. The OfficeServ 100 provides a strong DISA security system. If an incorrect DISA passcode is entered repeatedly (as is the case with “hackers”), the DISA system can be automatically disabled temporarily. Both the allowed number of incorrect passcode attempts and the time for which DISA is disabled are programmable.

  • Page 49: Flexible Numbering

    Auto Answer internal call being made to the executive (providing the executive is free). The OfficeServ 100 software has a system-wide option to allow the stations to ring rather than auto announce the executive sec- retary calls.

  • Page 50: Hot Desking

    Chapter 4 4-14 Business Features Package Group Conference A programmed GCONF key can be used to automatically call a preset number and include the called party in a conference when the call is answered. Up to five numbers, including the keyset from which the conference is supervised, may be assigned to a conference group.
  • Page 51 Least Cost Routing Least Cost Routing (LCR) is the ability to automatically select the most cost effective central office route for the outside number dialled by any station. The OfficeServ 100 LCR program includes the following features: • Option to use or not use LCR •...
  • Page 52 Music-On-Hold (MOH)—Flexible The OfficeServ 100 allows its music sources to be used in a very flexible manner. Each keyset can have a designated music source for playing as Background Music (BGM) through the keyset speaker.
  • Page 53 VMMOH source requires a dedicated VM port/channel. Networking The networking feature allows a number of OfficeServ 100 systems to be connected together with some important feature transparency. The physical connection between the systems is via a proprietary ISDN connection (a TEPRI card must be used) and is based on the QSIG specification.
  • Page 54 Chapter 4 4-18 Business Features 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. Opera- tion of the feature is the same as the normal Forward All: all calls to the forwarded station will be forwarded to the programmed destination.
  • Page 55 4-19 Internal Calling/Uniform Dialling Plan. Station to station and station to group calls can be made across the network link without having to dial an access code for a call within the net- work. LCR can also be programmed to route calls across a network link to access local trunks in another networked system.
  • Page 56 Chapter 4 4-20 Business Features Package Remote Hold Across Network Nodes. Remote hold works as for non-networked systems. AA Card Network Support. Destinations for AA plans can be stations or groups in other nodes. Programming is the same as for non-networked systems. Public to Public MGI Channel.

  • Page 57: Park Orbits

    4-21 Paging System software allows the use of four internal and four external paging zones. Stations can page any individual zone, all internal zones, all external zones or all zones simultaneously. Using system programming, each station may be allowed or denied the ability to make and/or receive page announcements to any zone or combination of zones.

  • Page 58: Ring Over Page

    Chapter 4 4-22 Business Features Package Time-Based Routing Plans Each C.O. line or DDI number can be programmed to ring at any station or station group. Each line can be assigned a ring destination based on six different ring plans according to time of day and day of the week.

  • Page 59: Toll Restriction

    DND status and authorisation codes. SVMi-4 and SVMi-8 Integrated Voice Mail The OfficeServ 100 can be connected to Samsung’s proprietary SVMi-4 or SVMi-8 integrated Voice Mail and Auto Attendant system. SVMi-4 provides two or four ports, and SVMi-8 four or eight ports, of voice processing.

  • Page 60: Toll Restriction Override

    Chapter 4 4-24 Business Features Package Any outside line may be programmed to follow station toll restriction or follow the toll restric- tion class assigned to it. Each station and trunk can have a dialling class specified by the time plan. Special Code Table A Special Code Table of 10 entries (four digits each) allows use of telephone company features such as CID Blocking or Call Waiting Disable without interference to toll restriction or LCR.
  • Page 61 4-25 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. Call Statistics UCD supervisor positions using a display keyset can monitor the number of calls in queue, the time that the oldest caller has been waiting, the total number of calls received for the current day and the...
  • Page 62 Chapter 4 4-26 Business Features Package Voice over IP (VoIP) The MGI3 VoIP card supports voice calls over an IP network connection using the industry standards-based H.323 protocol. The card fits into any universal card slot in the Basic KSU. VoIP is transported by the MGI3 card using the ITU standards-based H.323 protocol.

  • Page 63: Station Features

    4-27 Station Features Add-On Module One-Time Do Not Disturb Appointment Reminder One-Touch Dialling Keys Automatic Hold On-Hook Dialling Automatic Privacy Programmable Keys Background Music Programmed Station Messages Busy Station Callback Protection From Barge-In Busy Station Indications (BLF) Pullout Directory Tray (DCS Euro Call Forwarding Keysets) Call Log...

  • Page 64: Automatic Privacy

    Chapter 4 4-28 Business Features Package Station Feature Descriptions Add-On Module Add-on modules (AOMs) add to the capability of a keyset by increasing the number of avail- able programmable keys. 14-Key AOM (for iDCS Series Keysets) 14 programmable keys with red LEDs can be used for feature keys, DSS/BLF keys or one- touch speed dial keys.

  • Page 65: Call Log

    4-29 Background Music Keyset users may choose to hear music through their keyset speakers when optional exter- nal sources are installed. Each user may adjust this level by the use of a volume control pro- gram at the selected keyset. Busy Station Callback When reaching a busy station, callers may request a callback by pressing a key or dialling a code.

  • Page 66: Do Not Disturb Override

    Chapter 4 4-30 Business Features Package Call Pickup With directed call pickup, a user can answer calls ringing at any station by dialling a code plus that extension number. The group pickup feature allows the user to answer any call ring- ing within a pickup group.
  • Page 67 4-31 Line Queuing with Callback If the called outside line is busy, the station user can press the CALLBACK key or dial the access code to place the station in a callback queue. The user will be called back when the line is available (a maximum of 100 callbacks are allowed system-wide at any one time, in- cluding busy station and busy trunk).
  • Page 68 SUPERVISOR, PAGE, DSS, DIRECTED PICKUP, GROUP PICKUP, BOSS, PARK, PRO- GRAMMED MESSAGE, IN AND OUT OF GROUP, FORWARD and VOICE MAIL TRANS- FER. For a full listing of keys and extenders, refer to the Samsung OfficeServ 100 Program- ming Guide or System Administration Guide.
  • Page 69 4-33 Pulse to Tone Switchover When dialling a number on a dial pulse network, a station user can dial # and the system will begin to send DTMF tones. Redial There are various external number redial options available to station users. Each type can redial up to a maximum of 18 digits.

  • Page 70: Volume Settings

    Chapter 4 4-34 Business Features Package Set Relocation This feature allows a user to relocate to a station other than their usual one and, by dialling a code and extension number at the station, transfer all the features and program settings (trunk ring, station group, station Class of Service, station speed dial, key assignments, call forward conditions, and so on) from their usual station to the new station.

  • Page 71: Display Features

    4-35 Display Features Account Code Display Conference Information Call Duration Timer Date and Time Display Call for Group Identification Dial By Name Call Logs Dialled Number Call Processing Information Enhanced Station Programming Caller ID (CID) Information Identification of Recalls Name/Number Display Identification of Transfers Next Call Message Waiting Caller Number...
  • Page 72 Chapter 4 4-36 Business Features Package 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 CID information associated with the next call in queue at the station. Either the CID name or number will show in the display depending on the NND selection (above).

  • Page 73: Dial By Name

    4-37 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 displayed.

  • Page 74: Soft Keys

    Chapter 4 4-38 Business Features Package Override Identification If another station barges-in on a user’s conversation, the display will alert the user with a [Barge from xxx] 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.

  • Page 75: Sample Keyset Displays

    4-39 Sample Keyset Displays Display keysets have a large, easy-to-read liquid crystal display. Helpful call processing in- formation is provided so everyday call handling is quick and easy. Here are some examples of the displays you may see in a 2-line LCD. 209: Tim Kelly Camp on to 203 Wait for answer...

  • Page 76: Sample Caller Id Displays

    SAMSUNG TALKING TO: 203 CALL FOR: 500 BARGE This display shows an incoming This display can be seen when call from Samsung ringing at investigating an internal call. group 500. The investigator can BARGE-in or DROP the connection. SAMSUNG ANS NND IGNORE This display is seen while using the INQUIRE feature.

  • Page 77: Sample Ucd Displays

    4-41 Sample UCD Displays 005 calls in 06 available queue now 04 logged in There are five calls currently There are six members in the group. waiting to be answered by the Four of the members are currently UCD group. logged in.

  • Page 78: Sample Smdr Printout

    Chapter 4 4-42 Business Features Package Sample SMDR Printout...

  • Page 79: Sample Ucd Report

    4-43 Sample UCD Report UCD GROUP 501 : 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..........

  • Page 80: Ucd Call Statistics

    Chapter 4 4-44 Business Features Package UCD Call Statistics Calls in Queue Now How many calls are currently in queue. This 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 an- swered.

  • Page 81: Ucd Agent Statistics

    4-45 This statistic includes: a) Calls answered by agent. b) Calls that are not answered by an agent and go to the final destination. c) Calls that are sent to the UCD group but callers hang up before being answered. Longest Queue Time Today This shows the longest call in queue today.

  • Page 82: Sample Traffic Report

    Chapter 4 4-46 Business Features Package 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 – ANSWERED ........3041 INCOMING TRUNK CALLS - NOT ANSWERED ........26 OUTGOING TRUNK CALLS..............

  • Page 83: Traffic Report Overview

    4-47 Traffic Report Overview A**************************** SYSTEM STATISTICS ************************** 1 BEGINNING: Mar/15/2001 08:00 ENDING: Mar/15/2001 17:30 2 ACTIVITY SYSTEM TOTAL 3 INCOMING TRUNK CALLS - ANSWERED......0000 4 INCOMING TRUNK CALLS - NOT ANSWERED....0000 5 OUTGOING TRUNK CALLS ..........0000 6 A SELECTED TRUNK WAS BUSY......... 0000 7 INTERNAL CALLS - COMPLETED........
  • Page 84 Chapter 4 4-48 Business Features Package 6.A SELECTED TRUNK WAS BUSY Pegged every time a trunk or trunk group was busy regardless of the manner in which it was selected (e.g. DTS key, LCR, “9”, 7xx, Trunk Group Select, Speed Dial, External Call For- ward, DISA).
  • Page 85 4-49 3.BUSY This is the number of times each trunk group was busy when someone attempted to access C**************************** INDIVIDUAL TRUNKS ************************** 1TRUNK 2TRUNK-NAME 3ATTA 4ANSD 5NOT-ANSD 6OUTGOING 7BUSY 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000...
  • Page 86 Chapter 4 4-50 Business Features Package D************************** STATION HUNT GROUP ************************** <———————— 1 OUTSIDE CALL —————————————————————> 5 <-INTERNAL-> 2GROUP 3ANSD 4NOT-ANSD 6ANSD 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 1.OUTSIDE CALL These statistics are for outside calls that reached these station groups regardless of how they arrived there.
  • Page 87 4-51 E****************************** INDIVIDUAL STATIONS ************************** <—————————————OUTSIDE CALL ————————————> <-INTERNAL-> EXT STATION-NAME ATTA ANSD NOT-ANSD DIALLED ICM-TRSF TRK–TRK PICKUP ANSD DIALLED 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000...
  • Page 88 Chapter 4 4-52 Business Features Package 10.PICKUP This is a count of the outside calls that were picked up by the specific station. Picked-up calls are calls that were not ringing at your station but were answered by you. This peg count is separate from the number of answered calls in 5 above.

  • Page 89: Sample Alarm Report

    4-53 Sample Alarm Report ALARM REPORT FOR [OfficeServ 100 SAMPLE ] MAR/24/1999 19:45 ==================================================================== MM/DD/YYYY ERR.TIME ERR.CODE ERROR DISPLAY POSITION ==================================================================== 03/14/1999 16:45:00 [MJC03] CID DSP Fault MAP OPT:1 03/14/1999 16:45:00 [MJC03] CID DSP Fault MAP OPT:2 03/14/1999 16:45:00 [MNF03] IPC Error...
  • Page 90 Samsung Business Communications Brookside Business Park, Greengate, Middleton, Manchester M24 1GS...

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