Call Center - Samsung OfficeServ 7200 General Description Manual

CALL ACTIVITY DISPLAY
The OfficeServ 7200 will record and buffer all calling activity within the system. With a Call Activity Display
(CAD) key, the OfficeServ 7200 will display a "snapshot" of the following information:
• The maximum number of ports that have been used
• The maximum number of trunks that have been used
• The maximum number of stations that have been used
• The current number of ports in use
• The current number of trunks in use
• The current number of stations in use

CALL CENTER

ACD/UCD Call Centers are required when the user expects to have more ringing calls then people (agents) to
answer them. This functionality prevents callers from receiving busy signals or lengthy ring delays before
answering. Callers reaching a busy group with no available agents are held in queue for the next available
agent. First and second announcements reassure the caller until an agent becomes available.
The OfficeServ 7200 can have 40 simultaneous ACD/UCD groups with a maximum of 48 agents per group.
Any time there are one or more calls in queue and no available agents, the longest waiting call will automat-
ically 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. The embedded
basic reporting package included with the telephone system is ideal for small informal call center solutions
as it provides simple ACII text reports to a customer provided LAN printer, as well as informational displays at
a supervisor's display telephone. The more sophisticated call center may require the optional OfficeServ
DataView CTI application that provides historical reporting, agent and call monitoring and wallboard dis-
plays.
NOTE: Some features require optional hardware or software. Ask your authorized Samsung Dealer for details.
Agent Busy / Manual Wrap-Up Key
This UCD group feature allows an agent to have a programmed button that when depressed will remove the
keyset from free status within the group. The agent can depress the button again to return the keyset to free
status. This provides a method for agents to manually extend their wrap-up time when necessary. This also
allows agents to perform other duties such as receiving or making telephone calls without having to log out
of the group.
Agent PIN (ID) Numbers
When desired this feature allows agents to be assigned a PIN number to use when logging in and out of a
UCD group. This allows an agent to move from location to location and retain their productivity records. There
are a total of 300 PIN numbers available in the system.
Agent Login & Logout
At any time agents may login or out of a station call group by dialing an access code or simply pressing the
IOG button for the selected group. A red LED on the IOG button indicates you are in the group.
Automatic Logout
This feature allows the system to further limit ringing delays by automatically logging out stations that are
unattended. If a call is delivered to a station that does not answer after a programmable number of rings, the
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