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Samsung iDCS500 Manual

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  • Page 3 Copyright © Samsung Electronics Co., Ltd. 1999 All rights reserved. Samsung, the Samsung logo, Samsung iDCS 500 are registered trademarks. All other product names are used for identification only and may be trademarks and/or registered trademarks of their respective companies. Product specifications subject to change without notice.

  • Page 4: Important Safeguards

    IMPORTANT SAFEGUARDS 1. When using your telephone equipment, basic safety precautions should always be followed to risk of fire, electric shock and injury to persons, including the following and To limit the risk of personal injury, always follow these precautions before connection TELCO Circuit : a.

  • Page 5: About This Manual

    500, Digital Communication System, is a digital telephone system designed for small to medium–sized businesses. This manual provides an overview of the Samsung iDCS 500, Digital Communication System, including system structure and hardware, features and facilities and specifications. This guide consists of the following chapters.
  • Page 6 iDCS 500 General System Diagram...

  • Page 7: Table Of Contents

    Contents Chapter Introduction To System .............. 1-1~1-6 GENERAL DESCRIPTION ......................... 1-1 SIZE AND CONFIGURATION ........................1-2 TECHNOLOGY ............................1-5 PROGRAMMING ............................1-6 Chapter Hardware Descriptions ............. 2-1~2-16 SYSTEM CABINETS ..........................2-1 COMMON CONTROL CARDS ........................2-2 PROCESSOR CARDS ..........................2-2 PROCESSOR CARD DAUGHTER BOARDS ..................
  • Page 8 viii List of Figures Figure 1–1 iDCS Single Cabinet System ....................1-2 Figure 1–2 iDCS Two Cabinet System ......................1-3 Figure 1–3 iDCS Three Cabinet System ..................... 1-4 Figure 2–1 28 Button iDCS Keyset ......................2-10 Figure 2–2 18 Button iDCS Keyset ......................2-10 Keyset Figure 2–3 8 Button iDCS...

  • Page 10: Chapter 1 Introduction To System

    Programming GENERAL DESCRIPTION The SAMSUNG iDCS 500 (Digital Communications System) is a 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.

  • Page 11: Size And Configuration

    Chapter 1 Introduction To System SIZE AND CONFIGURATION The iDCS 500 is a fully modular system comprised of a single cabinet configured as a Key Service Unit, up to two additional cabinets, interface cards and electronic keysets. A fully expanded system using the TEPRI cards can have a maximum of 352 lines or 360 stations.

  • Page 12: Figure 1-2 Idcs Two Cabinet System

    Two Cabinet System When it is required that the basic system be expanded to provide a capacity greater than that described above, the Signal Control Processor (SCP) 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 Main Control Processor (MCP) to control the entire system.

  • Page 13: Figure 1-3 Idcs Three Cabinet System

    Chapter 1 Introduction To System Three Cabinet System In a fully expanded three cabinet system, there are 26 universal card slots (see Figure 1–3). This allows a maximum of 360 stations or 352 lines when using TEPRI cards. Without TEPRI cards, the maximum number of lines is 208 and the maximum number of stations is 360.

  • Page 14: Technology

    TECHNOLOGY Memory The system operates using stored program control. This program is stored on a SmartMedia card inserted into the Main Control Processor card (MCP) and contains a minimum of eight Megabytes of NAND-Flash memory. Optional, larger capacity, SmartMedia cards are also available to provide a backup customer database and a backup operating program.

  • Page 15: Programming

    Chapter 1 Introduction To System PROGRAMMING The iDCS 500 is a self-configuring system. This means that immediately after applying power, the iDCS 500 reads the types and locations of all installed interface cards and keysets and assigns default data to them. This data provides for system operation within a few minutes after applying power. All trunks and stations are assigned three or four digit numbers according to the settings of the switches on the MCP card and the default numbering LAN.

  • Page 17: Chapter 2 Hardware Descriptions

    Chapter Hardware Descriptions This chapter describes the hardware of the iDCS 500 system as follows. System Cabinets Common Control Cards Interface Cards Station Equipment SYSTEM CABINETS The cabinets that make up the iDCS 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).

  • Page 18: Common Control Cards

    Chapter 2 Hardware Descriptions COMMON CONTROL CARDS PROCESSOR CARDS The iDCS 500 requires a processor card or cards in order to operate. In a single cabinet iDCS 500 system, only one processor card, the Main Control Processor (MCP), is required. When the system is expanded to two or three cabinets a second, Signal Control Processor (SCP), is required for the main cabinet to assist the MCP and each expansion cabinet requires its own Local Control Processor (LCP).
  • Page 19 Switch Control Processor (SCP) The Switch Control Processor (SCP) is installed in slot 9 of the KSU and reduces the available universal card slots to eight. The SCP card is required when the system is to be expanded beyond a single cabinet.

  • Page 20: Processor Card Daughter Boards

    Chapter 2 Hardware Descriptions PROCESSOR CARD DAUGHTER BOARDS There are seven types of daughter board that fit on the various processor cards. Some daughter boards will only work on the Main Control Processor (MCP) and the rest will work on any processor card.
  • Page 21 Multi-Frequency Module (MFM) The MFM Module installs in any position of any of the processor cards. The main purpose of the RCM daughter board is to provide DSPs for DTMF and tone detection. The receivers are also used for DID trunks, E&M trunks, DISA, DNIS and ANI. Twelve (12) channels for DTMF Receiver and tone detection.

  • Page 22: Smartmedia Cards

    Chapter 2 Hardware Descriptions SMARTMEDIA CARDS An iDCS 500 system must have a SmartMedia card installed in the main control processor (MCP) as the SmartMedia card contains the system operating software. The SmartMedia card can also be used to store a backup customer database to supplement the database stored on the MCP card. In addition the SmartMedia card can store backup copies of the operating software for the SCP, LCP, TEPRI, and LAN cards.

  • Page 23: Interface Cards

    INTERFACE CARDS These cards provide the interface connections for telephone lines and stations to the KSU and expansion cabinets. These cards fit into the universal card slots to configure the system as required. iDCS 500 interface cards are encased in a static dissipative ABS plastic shell to protect the PCB during handling.

  • Page 24: Station Cards

    Chapter 2 Hardware Descriptions STATION CARDS 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. 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.

  • Page 25: Other Cards

    16MWSLI This card is a sixteen circuit analog station interface for industry standard single line telephones that require operation of an industry standard message waiting lamp with a voltage range of 85 ~ 96 VDC. The lamp can be programmed to be on continuously or flash at a programmable rate of 100ms to 2000ms ON/OFF times.

  • Page 26: Station Equipment

    2-10 Chapter 2 Hardware Descriptions STATION EQUIPMENT iDCS SERIES EQUIPMENT 28 Button iDCS Keyset 32 character display (2 x 16) with three associated soft keys and a scroll key 28 programmable keys with tri-colored lights Four fixed function keys Terminal Status Indicator Built-in speakerphone Eight selectable ring tones UP/DOWN buttons for digital control of...

  • Page 27: Figure 2-5 14 Button Idcs Aom

    2-11 64 Button iDCS AOM 64 programmable keys with red lights A maximum of 2 can be assigned to any keyset to provide additional programmable keys A maximum of 4 per DCS System Available in dark gray or light gray Figure 2–4 64 Button iDCS AOM 14 Button iDCS AOM 14 programmable keys with red lights...

  • Page 28: Dcs Series Equipment

    2-12 Chapter 2 Hardware Descriptions DCS SERIES EQUIPMENT LCD 24B Keyset Built-in speakerphone 24 programmable keys (16 with tri-colored LEDs) Four fixed function keys 32 character display (2 x 16) with three associated soft keys and a scroll key UP/DOWN buttons for digital control of speaker, handset and ringer volumes Figure 2–6 LCD 24B Euro Keyset Eight selectable ring tones...

  • Page 29: Figure 2-9 6B Lcd Model Keyset

    2-13 6B LCD Model Keyset Built-in speakerphone 6 programmable keys Four fixed function keys UP/DOWN buttons for digital control of speaker, handset and ringer volumes Eight selectable ring tones per keyset Desk- or wall-mounted Figure 2–9 6B LCD Model Keyset Available in almond or charcoal 48 Button AOM 48 programmable keys...
  • Page 30 2-14 Chapter 2 Hardware Descriptions DS 24D Keyset 8 PROGRAMMABLE KEYS WITH TRI-COLOURED LIGHTS: Used to call stations directly, to indicate busy conditions of other stations, for One Touch dialing and many other system features. VOLUME CONRTOL KEYS: Used to set independent levels for handset, speaker, background music, ring and page volumes.

  • Page 31: Figure 2-13 Door Phone Interface Module

    2-15 Door Phone Interface Module (DPIM) & Door Phone 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 Figure 2–13 Door Phone Interface Module...
  • Page 32 2-16 Chapter 2 Hardware Descriptions KDB-DLI This is a small daughterboard that can be installed only in the 12 or 24 button keyset. The KDB-DLI will provide one additional DLI circuit for the connection of any digital station device such as a keyset, add-on module or DPIM.

  • Page 34: Chapter 3 Specifications

    Chapter Specifications This chapter describes the technical data for the iDCS 500 hybrid/key telephone system as follows. Electrical Specifications (PSU-B) Electrical Specifications(PSU 60) Dimensions and Weights Environmental Limits Cable Requirements System Tones Keyset LED Indications Reserve Power Duration Estimates ELECTRICAL SPECIFICATIONS (PSU-B) 100–120 (88–132) VAC (48–63 Hz)* AC INPUT 220–240 (180–260) VAC (48–63 Hz)

  • Page 35: Dimensions And Weights

    Chapter 3 Specifications DIMENSIONS AND WEIGHTS iDCS 500 BASIC SYSTEM HEIGHT WIDTH DEPTH WEIGHT 17.5" 22.5" 12" 35 lb. SINGLE CABINET 35" 22.5" 12" 70 lb. EXPANDED SYSTEM: TWO CABINETS 52.5" 22.5" 12" 105 lb. EXPANDED SYSTEM: THREE CABINETS 4.25" 8.50"...

  • Page 36: System Tones

    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...

  • Page 37: Keyset Led Indications

    Chapter 3 Specifications KEYSET LED INDICATIONS CONDITION LED COLOR LED ON LED OFF LINE IDLE – LINE IN USE RED/GREEN STEADY – RECALL AMBER 500 ms 500 ms CALL ON HOLD RED/GREEN 500 ms 500 ms RINGING C.O. CALL GREEN 100 ms 100 ms RINGING INTERNAL CALL...

  • Page 40: Chapter 4 Business Feature Package

    Chapter Business Feature Package This chapter describes various features of the iDCS 500 system as follows. SYSTEM FEATURES STATION FEATURES DISPLAY FEATURES SAMPLE SMDR PRINTOUT (WITHOUT CALLER ID) SAMPLE SMDR PRINTOUT (WITH CALLER ID NUMBER) SAMPLE UCD REPORT UCD CALL STATISTICS UCD AGENT STATISTICS SAMPLE TRAFFIC REPORT TRAFFIC REPORT OVERVIEW...
  • Page 41 Chapter 4 Business Feature Package Directory Names Private Lines DISA Security Programmable Line Privacy Distinctive Ringing Programmable Timers Door Lock Release (Programmable) Recalls Door Phones Remote Programming—PC E & M Tie Lines Ring Modes Executive Barge-In (Override) Time Based Routing–plans With Warning Tone Automatic / Manual Without Warning Tone...

  • Page 42: System Feature Descriptions

    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.

  • Page 43: Auto Attendant

    Chapter 4 Business Feature Package Attention Tone To get your attention, a brief tone precedes all page announcements and intercom voice calls. There are separate programmable duration timers for page and voice announce tones. Authorization Codes Authorization codes are used to give permission to make a call. A maximum of 250 four digit authorization codes can be either forced or voluntary for iDCS-M and 500 four to ten-digit authorization codes can be either forced or voluntary for iDCS-L version software.
  • Page 44 Cadence - Integrated Voice Mail The iDCS 500 can be equipped with Samsung’s proprietary integrated voice mail and auto attendant card (CVM8A). It provides 4–8 ports of voice processing, expandable in four port increments. Because it is built into the system it provides such feature as one touch Call Record, Answering Machine Emulation and Voice Mailbox Administration with interactive keyset displays.
  • Page 45 Chapter 4 Business Feature Package Caller ID Features The following features apply to all forms of Caller Identification, however, to make them easier to read caller identification is referred to as Caller ID. Name/Number Display Each LCD keyset user can decide if he/she wants to see the name or number in the display. Regardless of which one is selected to be seen first, the NND key is pressed to view the other pieces of information.
  • Page 46 Abandon Call List The system has a system-wide abandon call list that stores Caller ID information for calls that rang but were not answered. The list is accessed using the administrator’s passcode. When reviewing this list, you are provided options to CLEAR the entry or DIAL the number. You can see the NND key to toggle between the Caller ID name, number and the date and time the call came in.
  • Page 47 Chapter 4 Business Feature Package EXTERNAL EXTERNAL EXTERNAL EXTERNAL This feature forwards C.O. calls to an external number via a central office trunk if allowed by class of service. Intercom calls may also be programmed to forward to an external number via a central office trunk.
  • Page 48 Call Park and Page Each C.O. line has its own park zone. This simple method eliminates confusion and ensures that a park zone is always available. Pressing the PAGE key parks the call automatically. There are no extra buttons to press and there is no lost time looking for a free zone. Call Pickup DIRECTED DIRECTED...
  • Page 49 4-10 Chapter 4 Business Feature Package Common Bell Control The MISC daughter board provides relays that may be programmed to control a customer-provided common bell or common audible device. These contacts must be programmed as members of a station group and may provide steady or interrupted closure. Conference The system allows six simultaneous conferences up to 5 parties each.

  • Page 50: Data Security

    4-11 Data Security Single line extensions used with modems and facsimile machines can be programmed so that they will not receive any system-generated tones that would disrupt data transmissions. In addition, these devices receive DCS C.O. ringing pattern instead of intercom ring pattern. Devices connected to an SLI card receive a disconnect signal upon termination.

  • Page 51: Distinctive Ringing

    4-12 Chapter 4 Business Feature Package Direct Trunk Selection Each station can be allowed access to or denied access from a trunk or trunk group by access code when LCR is activated. When restricted, the station user must use a trunk key or a route key. Directory Names Each station, station group and C.O.
  • Page 52 This feature allows the user who barged-in to retain the trunk call after the original station has hung WARNING: BARGE-IN WITHOUT TONE MAY VIOLATE LAWS CONCERNING THE RIGHT TO PRIVACY. SAMSUNG ELECTRONICS CO. IS IN NO WAY RESPONSIBLE FOR THE POSSIBLE MIS- USE OF THIS FEATURE.

  • Page 53: Flexible Numbering

    4-14 Chapter 4 Business Feature Package Flash Key Operation While a user is on an outside line, pressing the FLASH key will flash the central office or PBX. This is used for custom calling features on C.O. lines or in conjunction with CENTREX/PBX operation. System programming allows individual flash times for C.O.
  • Page 54 4-15 ISDN Service Primary Rate Interface (PRI) The iDCS 500 supports Primary Rate Interface ISDN. PRI allows simultaneous data calls, calling party and calling line identification, high speed call setup and disconnect are among the benefits of ISDN calling. The 30+D configuration of ISDN allows call information to be delivered via the data channel (the “D”...
  • Page 55 4-16 Chapter 4 Business Feature Package Message Waiting Indications When calling a station and receiving a busy signal or the no answer condition, the caller can leave an indication that a message is waiting. The message button will flash red at the messaged keyset. A single line phone will receive a distinctive message waiting dial tone.
  • Page 56 4-17 Networking The iDCS 500 networking feature allows up to 4 iDCS 500 systems to be connected together with some basic feature transparency. The physical connection between the systems is via a proprietary PRI connection and is based on the Q-SIG specification. The following features are supported between two networked systems.
  • Page 57 4-18 Chapter 4 Business Feature Package Recall. Calls transferred across a network link will recall to the transferring station after Transfer the originating systems transfer recall timer expires. After recalling, if not answered prior to that systems attendant recall timer expiring, the call will recall to that systems designated operator group. Attendant recalls will not recall to a ‘Centralized Attendant”.
  • Page 58 4-19 Override Code This feature allows users to make emergency outside calls from a station that has a forced code such as Account code or authorization code enabled but without requiring them to enter a forced code. The basis of this feature is an override code table containing 8 entries of up to 14 digits each. The iDCS 500 will examine digits that are dialed from a station to see if they match any entry in the Emergency Number table.
  • Page 59 4-20 Chapter 4 Business Feature Package 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. Automatic / Manual Ring destinations will automatically change based on time of day and day of week.
  • Page 60 4-21 Station Message Detail Recording (SMDR) The system provides records of calls made, received and transferred. Connecting a customer- provided printer or call accounting system will allow collection of these records. Each call record provides the following details: station number, outside line number, start date, start time, duration of call, digits dialed (maximum 18) and an account code if entered.
  • Page 61 4-22 Chapter 4 Business Feature Package SPECIAL CODE TABLE SPECIAL CODE TABLE SPECIAL CODE TABLE SPECIAL CODE TABLE A Special Code Table of ten 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. The Special Code table allows use of these custom calling features on a per call basis.

  • Page 62: Call Statistics

    4-23 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 AGENT STATISTICS AGENT STATISTICS...

  • Page 63: Station Features

    4-24 Chapter 4 Business Feature Package STATION FEATURES ADD-ON MODULE ON-HOOK DIALING APPOINTMENT REMINDER PRIVACY RELEASE (L Version) AUTOMATIC HOLD PROGRAMMABLE KEYS AUTOMATIC PRIVACY PROGRAMMED STATION MESSAGES BACKGROUND MUSIC PROTECTION FROM BARGE-IN BUSY STATION CALLBACK PULLOUT DIRECTORY TRAY BUSY STATION INDICATIONS (BLF) PULSE TO TONE SWITCH OVER CALL FORWARDING REDIAL...
  • Page 64 4-25 Appointment Reminder Keysets with an alarm key can be used like an alarm clock. When programmed for a specific time, the 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.
  • Page 65 4-26 Chapter 4 Business Feature Package 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.
  • Page 66 4-27 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.
  • Page 67 4-28 Chapter 4 Business Feature Package Off-Hook Voice Announce (Standard) Keysets may receive a voice announcement while on another call. The calling station must have an OHVA key. When transferring a call to a busy keyset or while listening to busy signal, the station user can press the OHVA key to make an OHVA call to the busy keyset.
  • Page 68 4-29 Protection from Barge-In Each station can be programmed as secure or not secure. Secure stations cannot be barged-in on. A station that is not secure cannot be barged-in on when talking to a secure station. Pullout Directory Tray A pullout directory tray is conveniently located beneath all keysets. It is used to record station directory names and speed dial numbers.
  • Page 69 4-30 Chapter 4 Business Feature Package 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. All IDCS keysets are speakerphones. The iDCS 28 Button and the iDCS 18 Button can have a Full Duplex Speakerphone Module added. 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.

  • Page 70: Display Features

    4-31 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...
  • Page 71 4-32 Chapter 4 Business Feature 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 Caller ID information associated with the next call in queue at the station. Either the Caller ID name or number will show in the display depending on the NND selection.
  • Page 72 4-33 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.

  • Page 73: Call Screen

    4-34 Chapter 4 Business Feature Package 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.

  • Page 74: Sample Displays

    4-35 SAMPLE DISPLAYS LCD 12B and LCD 24B 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. 209: Tim Kelly Camp on to 203 RRI 23 Sep 02:54...

  • Page 75: Sample Caller Id Displays

    TALKING TO: 203 CALL FOR: 500 BARGE DROP This display shows an incoming call This display can be seen when from Samsung Telecom ringing at investigating an intercom call. group 500. The investigator can BARGE-in or DROP the connection. SAMSUNG TELECOM...

  • Page 76: Sample Ucd Displays

    4-37 SAMPLE UCD DISPLAYS 005 calls in 06 available queue now 04 logged in There are five calls currently waiting There are six members in the group. Four to be answered by the UCD group. of the members are currently logged in. longest wait 201: answered time is 02:24...

  • Page 77: Sample Smdr Printout (Without Caller Id)

    4-38 Chapter 4 Business Feature Package SAMPLE SMDR PRINTOUT (WITHOUT CALLER ID)

  • Page 78: Sample Smdr Printout(With Caller Id Number)

    4-39 SAMPLE SMDR PRINTOUT(WITH CALLER ID NUMBER)

  • Page 79: Sample Ucd Report

    4-40 Chapter 4 Business Feature Package 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....00004...

  • Page 80: Ucd Call Statistics

    4-41 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.
  • Page 81 4-42 Chapter 4 Business Feature Package 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.

  • Page 82: Ucd Agent Statistics

    4-43 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.

  • Page 83: Sample Traffic Report

    4-44 Chapter 4 Business Feature 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....

  • Page 84: Traffic Report Overview

    4-45 TRAFFIC REPORT OVERVIEW A A A A **************************** SYSTEM STATISTICS ************************** 1 1 1 1 BEGINNING: Mar/15/2001 08:00 ENDING: Mar/15/2001 17:30 2 2 2 2 ACTIVITY SYSTEM TOTAL 3 3 3 3 INCOMING TRUNK CALLS - ANSWERED....0000 4 4 4 4 INCOMING TRUNK CALLS - NOT ANSWERED....0000 5 5 5 5 OUTGOING TRUNK CALLS ......0000 6 6 6 6 A SELECTED TRUNK WAS BUSY......0000 7 7 7 7 INTERCOM CALLS - COMPLETED.......0000...
  • Page 85 4-46 Chapter 4 Business Feature Package 9. TRUNK RECALLS TO STATION These are trunk calls that were placed on any kind of hold and recalled a station. These are also trunk calls that were transferred and were not answered and recalled the transferring station. This includes members of the operator group that put calls on hold and then recall the operators station.
  • Page 86 4-47 C C C C **************************** INDIVIDUAL TRUNKS ************************** 1 1 1 1 TRUNK 2 2 2 2 TRUNK-NAME 3 3 3 3 ATTA 4 4 4 4 ANSD 5 5 5 5 NOT-ANSD 6 6 6 6 OUTGOING 7 7 7 7 BUSY 0000 0000 0000...
  • Page 87 4-48 Chapter 4 Business Feature Package D D D D ************************** STATION HUNT GROUPS ************************** <———————— 1 1 1 1 OUTSIDE CALL —————————————————————> 5 5 5 5 < -INTERCOM-> 2 2 2 2 GROUP 3 3 3 3 ANSD 4 4 4 4 NOT-ANSD 6 6 6 6 ANSD 0000 0000...
  • Page 88 4-49 E E E E ****************************** INDIVIDUAL STATIONS ************************** 1 1 1 1 <—————————————————— OUTSIDE CALL —————————————————> <-INTERCOM-> 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5 6 6 6 6 7 7 7 7 8 8 8 8 9 9 9 9 EXT STATION-NAME ATTA ANSD NOT-ANSD DIALED ICM-TRSF TRK–TRK PICKUP ANSD DIALED...
  • Page 89 4-50 Chapter 4 Business Feature Package 11.INTERCOM Statistics for intercom calls. An intercom call made from a station or a station device within the system to another station. 12.ANSD This is the number of times an intercom call was answered by this specific station. Screened transfers count as an answered intercom call.

  • Page 90: Sample Alarm Report

    4-51 SAMPLE ALARM REPORT ALARM REPORT FOR [iDCS 500 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 C1-S01 03/14/1999 16:45:00 [MNF03] IPC Error C1-S04...

  • Page 91: Dect Service

    4-52 Chapter 4 Business Feature Package DECT SERVICE iDCS 500 system provides DECT cordless communications in a single office or throughout a large commercial or industrial complex. To implement this service, you need 8BSI card, DBS card and DECT handsets. Users of this service meet improved overall efficiency, since staff can be reached or make calls wherever they are.

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