Samsung iDCS 500 General Description Manual page 62

available agent. First and second announcements reassure the caller until an agent
becomes free. Programmable automatic logout removes a station from the group
if a call is placed to an unattended station, thus preventing unanswered calls. A
wrap-up timer prevents calls to a station for a programmable period of time to
allow the agent to finish up work associated with the call.
NOTE: Requires optional hardware. Ask your dealer for details.
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 average time a caller waits to be answered.
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 of the
current day.
GROUP SUPERVISORS
Multiple supervisors can be assigned to each group or one station can be given
supervisor status for multiple groups. The group supervisor (using a display keyset)
can add and delete agents in real time from the group to handle the workload.
PRINTED REPORTS
Agent supervisors may run printed reports to a customer-provided printer, show-
ing the data available on the supervisor displays.
UNIVERSAL ANSWER
Station users may dial the Universal Answer code or press the UA key to answer
any outside lines programmed to ring the UA device. The UA device can be a
station, group of stations, common bell or ring over page.
VIRTUAL SINGLE LINE TELEPHONE
The idcs 500 has a number of virtual SLT ports encoded in the system database.
The M version has 14 and the L version has 70. These ports have all the attributes
of an actual SLT port including call forwarding. These virtual ports can be exchanged
with real ports using the set relocation feature to provide hot desking.
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