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Samsung Office Serv 500 General Description Manual

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Enterprise IP Solutions
OfficeServ500
General
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Summary of Contents for Samsung Office Serv 500

  • Page 1: General Description

    Enterprise IP Solutions OfficeServ500 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 2005 Samsung Business Communications All rights reserved.
  • Page 3 259, Gongdan-Dong, Gumi-City Kyungbuk, Korea, 730-030 TE Jang 2003-05-19 (place and date of issue) (Representative in the EU) Samsung Electronics Euro QA Lab. Blackbushe Business Park Saxony Way, Yateley, Hampshire GU46 6GG, UK 2003-05-18 (place and date of issue) Tae-eok Jang / General Manager...

  • Page 4: Intended Use

    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 5: About This Manual

    Preface About Your Samsung OfficeServ500 System The Samsung OfficeServ500 system comprises three separate versions: ‘S’ (small), ‘M’ (me- dium) and ‘L’ (large). They are defined by their size and functionality—the larger systems providing support for more telephone ports and features than the smaller systems—and are designed to suit a wide range of commercial and business activities.
  • Page 6 DS-5012L (12B, Large LCD) DS-5014S (14B, 2-Line LCD) DS-5007S (7B, 2-Line LCD) DS-5038S (38B, 2-Line LCD) 48VDC Battery Backup 110/220V AC External paging zones SMDR Printer or call accounting system External music sources Wireless LAN Service Voice mail/auto attendant systems 64B AOM...

  • Page 7: Table Of Contents

    Contents Chapter 1 Introduction to OfficeServ500 ... 1-1 Terminology... 1-1 General Description ... 1-1 Sizes and Configurations ... 1-2 Differences Between OfficeServ500 Systems ... 1-3 Technology ... 1-6 Programming ... 1-6 Chapter 2 Hardware Descriptions ... 2-1 System Cabinets ... 2-1 Common Control Cards ...
  • Page 8 Contents Sample Keyset Displays ... 4-37 Call Handling ...4-37 Caller ID Displays ... 4-38 UCD Displays ... 4-39 Sample SMDR Printout ... 4-40 Sample UCD Report ... 4-41 UCD Call Statistics ... 4-42 UCD Agent Statistics ... 4-44 Sample Traffic Report ... 4-45 Traffic Report Overview ...

  • Page 9: Chapter 1 Introduction To Officeserv500

    All keysets have a single PCB with surface-mounted components assuring the highest prod- uct quality and long life. Samsung’s customary large, easy-to-read displays and key LEDs make them much easier to use. In many instances, sophisticated features are made simple through the use of friendly display prompts or programmable feature keys.

  • Page 10: Sizes And Configurations

    Chapter 1 Introduction to OfficeServ500 Sizes and Configurations OfficeServ500 is a fully modular system. A basic system comprises a single cabinet config- ured as a KSU with interface cards and keysets. Up to two additional (expansion) cabinets can be connected to a single cabinet ‘L’ system to enhance its abilities. A fully expanded ‘L’ system (three cabinets) using TEPRI cards can have a maximum of 406 lines or 360 stations.

  • Page 11: Differences Between Officeserv500 Systems

    NOTE: The first power supply slot in each cabinet must be occupied by a PSU-B to supply sufficient power to all 10 slots (nine universal and a processor slot) and support up to 56 stations. A second PSU-B may optionally occupy the second power supply slot. Three Cabinet System In a fully expanded three cabinet system allows a maximum of 360 stations or 406 lines when using TEPRI cards.
  • Page 12 Chapter 1 Introduction to OfficeServ500 Classification Component DECT 8BSI OD8000 Keyset DPIM DS-5012L DS-5021D / 5014D DS-5007S / 5014S / 5038S ITP-5012L ITP-5021D / 5014D DTRK TEPRI TRK_B A TRK 8TRK AC15 Subscriber 16SLI 16MWSLI 8SLI 8MWSLI 16DLI Service SVMi-8 SVMi-16 VDIAL SmartMedia...
  • Page 13 Table 1-2 Slots, Cards and I/O ports Item Cabinets SIngle cabinet Universal Slots 16 channel : 6 (‘M’), or 3 (‘S’) 32 channel : 3 Basic Cards Installed MCP2 card PSU-B card Daughterboards SCM: Max. 1 RCM2: Max. 1 MISC: Max. 1 TOTAL: Max.

  • Page 14: Technology

    Chapter 1 Introduction to OfficeServ500 Technology Memory The system operates using stored program control. The program is stored on a SmartMedia card inserted into the Main Control Processor (MCP2) card. MCP2 Card The card contains a minimum of 16 Megabytes (MB) of NAND-Flash memory providing a backup customer database and a backup operating program.

  • Page 16: Chapter 2 Hardware Descriptions

    Chapter 2 This chapter describes the hardware for OfficeServ500 systems, as follows: System Cabinets Common Control Cards Interface Cards Station Equipment System Cabinets System cabinets are made of metal and are therefore robust. They are used as the main cabinet / key service unit (KSU), or as expansion cabinets in ‘L’ systems where they can be stacked up to three high to achieve maximum capacity.

  • Page 17: Common Control Cards

    Chapter 2 Hardware Descriptions Common Control Cards PROCESSOR CARDS The system requires a processor card (or cards) in order to operate. In a single cabinet system, only the Main Control Processor (MCP2) card is required. (See the Technology section in Chapter 1 for a description of how Main Control Processor cards work.) When the system is expanded to two or three cabinets, an SCP2 card is also required in the main cabinet to assist the MCP2.
  • Page 18 MAIN CONTROL PROCESSOR (MCP2) DAUGHTERBOARD CAPABILITIES Position LOC1 LOC2 LOC3 * The ESM must be installed in this position in a multiple cabinet system or a single cabinet system running ‘L’ version software. NOTE: Only one of any given type of daughterboard may be installed on any one MCP2 card (e.g.

  • Page 19: Processor Card Daughterboards

    Chapter 2 Hardware Descriptions Local Control Processor Card (LCP2) The Local Control Processor (LCP2) card is installed in the dedicated processor slot 10 of each expansion cabinet and does not reduce the available universal card slots of that cabinet. The LCP2 card has positions for three daughterboards (refer to the table below). The first daughterboard position (LOC1) can support an MFM or RCM2.
  • Page 20 Multi-Frequency Module (MFM) The MFM installs in any position on any processor card and in the daughterboard position of the TEPRI card. The main purpose of the MFM is to provide DSPs for DTMF and tone detection. The receivers are also used for AC15 trunks and DISA. 12 DSPs for DTMF and tone detection.

  • Page 21: Smartmedia Cards

    Chapter 2 Hardware Descriptions One common bell relay contact closure Two software assignable relay contact closures SMARTMEDIA CARDS An OfficeServ500 system must have a SmartMedia card installed on the MCP2 since the 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 MCP2 card.
  • Page 22 AC15 This card contains three 4-wire AC15 tie lines. It can be inserted in any universal card slot in any cabinet. This card can be used for two-way DDI calling. TEPRI Digital Trunk When programmed as an E1, this card provides up to 30 trunk circuits in any combination of the following: Loop start lines DID (Direct Inward Dialling)

  • Page 23: Station Cards

    Each port on this card is intended for connection to one telephone. Connecting multiple telephones to a port may result in incorrect operation or damage to the card. (See Chapter 3 of the Samsung OfficeServ500 Installation Manual for details.) ’S’ and ‘M’ Systems...
  • Page 24 Each port on this card is intended for connection to one telephone. Connecting multiple telephones to a port may result in incorrect operation or damage to the card. (See Chapter 3 of the Samsung OfficeServ500 Installation Manual for details.) 16MWSLI...

  • Page 25: Other Cards

    Processing Modules installed. Cadence Samsung’s proprietary integrated Voice Mail and Auto Attendant card (CVM8A) provides four or eight ports of voice processing. Because it is built into the system it provides such features as one-touch Call Record, Answering Machine Emulation and Voice Mailbox Administration with interactive keyset displays.

  • Page 26: Station Equipment

    Station Equipment Note that the keysets described here may differ according to the country of use. OFFICESERV 5000 SERIES KEYSETS 2-Line LCD IP Keysets 14-Button 2-Line LCD IP Keyset (ITP-5014D) 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 27 Chapter 2 2-12 Hardware Descriptions 2-Line LCD DS-5000D Keysets 14-Button 2-Line LCD Keyset (DS-5014D) 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 28 2-Line LCD DS-5000S Keysets 7-Button 2-Line LCD Keyset (DS-5007S) 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 14-Button 2-Line LCD Keyset (DS-5014S)

  • Page 29: Officeserv 5000 Series Add-On Module (Ds-5064B)

    Chapter 2 2-14 Hardware Descriptions Large LCD Keysets 12-Button Large LCD IP Keyset (ITP-5012L) 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 Volume Up/Down keys for digital control...

  • Page 30: Officeserv 5000 Series Keyset Daughterboards

    OFFICESERV 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 daughterboards installed on them to enhance operation or to provide an additional local port depending on the type of daughterboard. KDB-Digital Line Interface (KDB-D) 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 31: Figure 2-14 6B Basic/Enhanced Model Keyset

    Chapter 2 2-16 Hardware Descriptions LCD 12B Keyset (Figure 2–12) 32-character display (2 x 16) with three associated soft keys and a scroll key 12 programmable keys (eight with tri-coloured LEDs) Four fixed-function keys Built-in speakerphone Volume Up/Down keys for digital control of speaker, handset and ringer volumes Eight selectable ring tones Desk- or wall-mounted...

  • Page 32: Dcs Series Add-On Module (48B)

    8-port DLI card so it can use the second B channel. Each port on this card is intended for connection to one telephone. Connecting multiple telephones to a port may result in incorrect operation or damage to the card. (See Chapter 3 of the Samsung OfficeServ500 Installation Manual for details.) 2-17 Figure 2–15 DS-2100B Model Keyset...

  • Page 33: Idcs Series Keysets

    (See Chapter 3 of the Samsung OfficeServ500 Installation Manual for details.) NOTE: The circuitry on a KDB-SLI does not provide a loop open disconnect signal or have the over-voltage protection necessary for OPX operation.

  • Page 34: Idcs Series Add-On Modules

    8-Button iDCS Keyset (8D) 32-character display (2 x 16) with three associated soft keys and scroll key 8 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 Desk- or wall-mounted 8-Button iDCS Keyset (8S)

  • Page 35: Idcs Series Keyset Daughterboards

    Chapter 2 2-20 Hardware Descriptions iDCS SERIES KEYSET DAUGHTERBOARDS [28D and 18D Keysets Only] iDCS 28D and18D keysets support one of three different types of daughterboards installed on them to enhance operation or to provide an additional local port depending on the type of daughterboard.

  • Page 36: Chapter 3 Specifications

    Chapter 3 Specifications This chapter provides the technical data for the OfficeServ500 hybrid/key telephone system as follows. Electrical Specifications (PSU-B) Dimensions and Weights Environmental Limits Cable Requirements Reserve Power Duration Estimates System Tones Keyset LED Indications Electrical Specifications (PSU-B) AC INPUT POWER CONSUMPTION (MAX) DC OUTPUT * The maximum power consumption for a shelf containing two PSU-Bs is 270 Watts.

  • Page 37: Cable Requirements

    Chapter 3 Specifications Cable Requirements EQUIPMENT DIGITAL KEYSET ADD-ON MODULE SINGLE LINE STATION DOOR PHONE *This is the maximum distance a door phone can be from the DPIM. The DPIM can be up to 300 cable metres from the KSU. The total distance must not exceed 370 metres. Reserve Power Duration Estimates NO.

  • Page 38: System Tones

    System Tones DIAL TONE A steady tone that indicates you can begin dialling RINGBACK TONE The station you dialled is ringing DDI RINGBACK TONE Ringback tone heard by external party when dialing DDI number BUSY TONE The station you dialled is busy DND/NO MORE CALLS Fast busy tone tells you the station you dialled is in the Do Not Disturb mode or cannot receive any more calls.

  • Page 39: Keyset Led Indications

    Chapter 3 Specifications Keyset LED Indications CONDITION LINE IDLE LINE IN USE RECALL CALL ON HOLD RINGING C.O. CALL RINGING INTERNAL CALL DND INDICATION OPERATOR CALLS ANS/RLS (DND)* ANS/RLS (HEADSET MODE) TRSF (FORWARD ALL) *Overrides headset mode LED COLOUR LED ON –...

  • Page 40: Chapter 4 Business Features Package

    Chapter Business Features Package This chapter describes the features available on the OfficeServ500 system. It is subdivided into the following sections. System Features Station Features Display Features Sample Keyset Displays Sample Caller ID Displays Sample UCD Displays Sample SMDR Printout Sample UCD Report UCD Call Statistics UCD Agent Statistics...

  • Page 41: System Feature Descriptions

    Chapter 4 Business Features Package Direct In Lines Direct Dialling In (DDI) Direct Inward System Access (DISA) Direct Trunk Selection Directory Names DISA Security Door Phones Easylink Interface Easy Call Plus Easy News Easy Choice EasySet Interface Executive Barge-In (Override) With Warning Tone Without Warning Tone Trunk Monitor or Service Observing...
  • Page 42 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 (SLT) users must temporarily interrupt the call by hook-flashing and dialling the feature access code.
  • Page 43 Chapter 4 Business Features Package Attention Tone To get your attention, a brief tone precedes all page announcements and internal voice calls. There are separate programmable duration timers for page and voice announce tones. Authorisation Codes Authorisation codes give permission to make a call. Maximum number of codes allowed is 500 four- to 10-digit authorisation codes (either forced or voluntary).
  • Page 44 Divert feature. Cadence - Integrated Voice Mail The system can be equipped with Samsung’s proprietary integrated Cadence Voice Mail and Auto Attendant card (CVM8A). It provides four or eight ports of voice processing (expandable from four to eight ports). Because it is built into the system it provides such features as one- touch Call Record, Answering Machine Emulation and Voice Mailbox Administration with interactive keyset displays.
  • Page 45 Chapter 4 Business Features Package Caller Identification (Caller ID or CID) The system supports caller identification on ISDN circuits as a means of identifying an incoming caller. It is also possible for station users to identify themselves to external parties by sending CID information when making calls NOTE: CID is sometimes referred to as Calling Line Identification Presentation (CLIP).
  • Page 46 The Station Message Detail Recording (SMDR) report can be set to include CID name and CID number 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 number-to-name translation table for the system.
  • Page 47 Chapter 4 Business Features Package Busy This feature forwards all calls only when the station is busy on another call. The station user can make calls as usual. No Answer This feature forwards calls that are not answered within a pre-programmed time. The user can make and receive calls as usual.

  • Page 48: Chain Dialling

    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 keys to press and there is no lost time looking for a free zone. Call Pickup Directed With directed call pickup, users can answer calls ringing at any station by dialling a code plus that...
  • Page 49 A copy of the customer database can be obtained by using PCMMC (the PC program for configuring the telephone system). This information can be directed to a printer or the PC screen and may be done either on-site or remotely. A complete database or specific data...

  • Page 50: Data Security

    Data Security Single line telephones 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 internal ring pattern. Devices connected to an SLI card receive a disconnect signal upon termination.

  • Page 51: Distinctive Ringing

    Chapter 4 4-12 Business Features Package Distinctive Ringing A user recognises the type of call received by the type of ring heard. Outside calls have a double ring repeated while internal calls have a single ring repeated. In addition, any trunk or station can be programmed to ring a keyset with a predefined ring tone (selectable between 1 and 8), or to ring a single line telephone with a predefined cadence (selectable between 1 and 5).
  • Page 52 This feature allows the user who barged-in to retain the trunk call after the barged-in on station has hung up. Warning: Barge-in without tone may violate laws concerning the right to privacy. Samsung Business Communications is in no way responsible for the possible misuse of this feature. Executive/Secretary Pooling Each keyset may be defined as an executive (BOSS) or a secretary (SECR) keyset in system programming.
  • Page 53 Chapter 4 4-14 Business Features Package Flexible Numbering Default system programming allows stations to have 3- or 4-digit extension numbers beginning with the digit 2 or 3. Three-digit default extension numbers begin with 201 and 4- digit defaults begin with 2001. Station group numbers can be three or four digits beginning with the digit 5.
  • Page 54 IP Phone Interface An additional Media Gateway Interface (MGI) card is not required for calls between local IP phones, but must be installed to allow IP phones to call digital keysets and non-IP phones. There are two types of MGI card: MGI2 and MGI3. Up to five MGI2 cards, or up to two MGI3 cards, can be installed per system.
  • Page 55 Chapter 4 4-16 Business Features Package Live System Programming The system can be programmed from any display keyset or PC without interrupting normal system operation. There are three levels of programming: technician (or system), customer and station. The technician (system) level has access to all programs and can allow the customer access to system programs as needed.
  • Page 56 File: If the system has an optional Voice Mail card installed, up to 100 custom recorded sound files from the card can be used for MOH sources. For information on creating the sound files, refer to the Samsung Voice Mail documentation provided with your card or telephone system.
  • Page 57 Chapter 4 4-18 Business Features Package Call Intrusion (Barge Call Offer/Call Waiting (Camp switch. When a called station is busy, the caller can press a Camp-On key and appear as a ringing call on the second call key. The Auto Camp-On feature will not work on calls across a network link if set to ON in MMC programming.
  • Page 58 Overflow Operator When calls ringing an operator group go unanswered, they can overflow to another destination after a programmed period of time. The operator group has its own timer. The overflow destination can be a station or station group. Station Group When calls ringing a station group go unanswered, they can overflow to another destination after a programmed period of time.
  • Page 59 Chapter 4 4-20 Business Features Package Recalls Calls put on hold, transferred or camped-on to any station will recall to the originating station if not answered within a programmable time. A recall that goes unanswered for the duration of the attendant recall timer will recall to the system operator group. Hold, transfer, camp-on and attendant recalls have individual programmable timers.
  • Page 60 DND status and authorisation codes. SVMi-8 / SVMi-16—Integrated Voice Mail The OfficeServ500 can be connected to Samsung’s proprietary SVMi-8 or SVMi-16 integrated Voice Mail and Auto Attendant system. SVMi-8 provides four or eight ports of voice processing (expandable from four to eight ports). SVMi-16 provides 16 ports. Both systems support features such as one-touch Call Record, Answering Machine Emulation and Voice Mailbox Administration with interactive keyset displays.
  • Page 61 A log of 100 alarms is stored in a buffer and can be reviewed at a display keyset or sent to a printer (see ‘Sample Alarm Report’ section of this manual). System Directory Each station, station group and outside line can have a directory name up to 11 characters.
  • Page 62 Tone or Pulse Dialling Outside lines can be programmed for either tone or pulse dialling to meet local telephone company requirements. Traffic Reporting The system can store peg counts for various types of calls. These peg counts can be printed on-demand, daily, hourly, or for up to three separate programmable shifts.
  • Page 63 The group supervisor (using a display keyset) can add and delete agents in real time to/from the group to handle the workload. Printed Reports Agent supervisors may run printed reports to a customer-provided printer, showing the data available on the supervisor displays. Universal Answer (Night Bell) Station users may dial the Universal Answer code or press the UA key to answer any outside lines programmed to ring the UA device.

  • Page 64: Station Features

    Walking Class of Service (WCOS) This feature allows users to make calls or use features from a station that is normally restricted. The feature is similar to the Authorisation Code feature. Both methods change the class of service to correspond with the station passcode or authorisation code that is dialled. After the call is completed, the station returns to its programmed class of service.

  • Page 65: Station Feature Descriptions

    Chapter 4 4-26 Business Features Package Station Feature Descriptions Add-On Modules (AOM) A variety of AOMs are available for connecting to keysets. They increase the number of available programmable keys. The keys, with red LEDs, can be used for feature keys, DSS/BLF keys or one-touch speed dial keys.
  • Page 66 Background Music Keyset users may choose to hear music through their keyset speakers when optional external sources are installed. Each user may adjust this level by the use of a volume control program at the selected keyset. Busy Station Callback When reaching a busy station, callers may request a callback by pressing one key or dialling a code.
  • Page 67 Chapter 4 4-28 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 ringing within a pickup group.
  • Page 68 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.
  • Page 69 Chapter 4 4-30 Business Features Package One-Time Do Not Disturb The Do Not Disturb (One Time) feature is used to stop all calls to a station when the user is on an outside line and does not want to be disturbed for the duration of the call. Upon completion of the call, DND is cancelled and the station is returned to normal service.
  • Page 70 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 also cannot be barged-in on when talking to a secure station. Pullout Directory Tray A pullout directory tray is located beneath some types of keyset (e.g. Euro). It is used to record station directory names and speed dial numbers.

  • Page 71: Volume Settings

    Chapter 4 4-32 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 72: Display Features

    Display Features Account Code Display Call Duration Timer Call for Group Identification Call Processing Information Caller ID (CID) Information Name/Number Display Next Call Save CID Number Store CID Number Inquire Park/Hold CID Review List Investigate Abandoned Call List Calling Party Name Calling Party Number Display Feature Descriptions Account Code Display...
  • Page 73 Chapter 4 4-34 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 74 Date and Time Display In the idle condition, the current date and time are displayed. Display keysets can have a 12- or 24- hour clock in either the WESTERN or ORIENTAL display format, with day/month information shown in upper case or lower case letters. Dial By Name Each station and speed dial number can have an associated directory name.

  • Page 75: Soft Keys

    Chapter 4 4-36 Business Features Package Programmed Message Display Preprogrammed station messages set by other stations are displayed at the calling station’s keyset. Soft Keys Below the LCD on 2-line display keysets, there are three soft keys and a SCROLL key. These keys allow the user to access features allowed by the station’...

  • Page 76: Sample Keyset Displays

    Sample Keyset Displays Display keysets have either a large liquid crystal display (LCD) or a 2-line LCD. Both are easy to read and helpful call processing information is provided so everyday call handling is quick and simple. Large LCD keysets have a number of different ‘menu’ screens and you should refer to the relevant keyset user guide for more information on these.

  • Page 77: Caller Id Displays

    DROP the call from the system or examine further NND information. SAMSUNG CALL FOR: 500 This display shows an incoming call from Samsung ringing at group 500. SAMSUNG ANS NND IGNORE This display is seen while using the INQUIRE feature. It shows the three options available while you are checking on a held or parked call.

  • Page 78: Ucd Displays

    UCD Displays 005 calls in queue now There are five calls currently waiting to be answered by the UCD group. 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.

  • Page 79: Sample Smdr Printout

    Chapter 4 4-40 Business Features Package Sample SMDR Printout...

  • Page 80: Sample Ucd Report

    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 AGENT STATISTICS...

  • Page 81: Ucd Call Statistics

    Chapter 4 4-42 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. Total Calls Abandoned This shows the number of callers that reached the UCD group, but hung up before being answered.
  • Page 82 This statistic includes: • Calls answered by agents. • Calls that are not answered by an agent and go to the final destination. • 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 83: Ucd Agent Statistics

    Chapter 4 4-44 Business Features Package 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 is a real-time statistic and so will not print on a report. Status This screen shows the agent’s name, extension number and status.

  • Page 84: Sample Traffic Report

    Sample Traffic Report TRAFFIC REPORT FOR [ SAMSUNG ] Mar/21/1999 13:35 **************************** SYSTEM STATISTICS ******************************* BEGINNING: Mar/15/1999 00:42 ACTIVITY INCOMING TRUNK CALLS - ANSWERED... INCOMING TRUNK CALLS - NOT ANSWERED... OUTGOING TRUNK CALLS ... A SELECTED TRUNK WAS BUSY... INTERNAL CALLS – COMPLETED ... 7178 INTERNAL CALLS - NOT ANSWERED ...

  • Page 85: Traffic Report Overview

    Chapter 4 4-46 Business Features Package Traffic Report Overview A**************************** SYSTEM STATISTICS ************************** 1 BEGINNING: Mar/15/2001 08:00 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...0000 8 INTERNAL CALLS - NOT ANSWERED...0000 9 TRUNK RECALLS TO STATION...0000...
  • Page 86 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, were not answered, and recalled the transferring station. This includes members of the operator group that put calls on hold which then recall the operator’s station.
  • Page 87 Chapter 4 4-48 Business Features Package C**************************** INDIVIDUAL TRUNKS ************************** 1TRUNK 2TRUNK-NAME 1. TRUNK A listing of each trunk in the system. 2. TRUNK NAME The names of each trunk as set in MMC programming. 3. ATTA Average Time To Answer for trunks (in seconds): calculated from the time that ringing voltage is detected at the trunk interface until the trunk is answered by a station or device in the system.
  • Page 88 D************************** STATION HUNT GROUPS ************************** <———————— 1 OUTSIDE CALL —————————————————————> 5 <-INTERNAL-> 2GROUP 3ANSD 4NOT-ANSD 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 1. OUTSIDE CALLS These statistics are for outside calls that reach these station groups regardless of how they arrive there.
  • Page 89 Chapter 4 4-50 Business Features Package E****************************** INDIVIDUAL STATIONS ************************** <—————————————————— OUTSIDE CALL —————————————————> <-INTERNAL-> EXT STATION-NAME ATTA ANSD NOT-ANSD DIALLED ICM-TRSF TRK–TRK PICKUP ANSD DIALLED 1. OUTSIDE CALLS These statistics are for outside calls that in any way reach individual stations or devices. 2.
  • Page 90 11. INTERNAL Statistics for internal calls. An internal call made from a station or a station device within the system to another station. 12. ANSD This is the number of times an internal call was answered by this specific station. Screened transfers count as an answered internal call.

  • Page 91: Sample Alarm Report

    Chapter 4 4-52 Business Features Package Sample Alarm Report ALARM REPORT FOR [iDCS 500 SAMPLE ] MAR/24/1999 19:45 ====================================================================== MM/DD/YYYY ERR.TIME ERR.CODE ERROR DISPLAY ====================================================================== 03/14/1999 16:45:00 [MNF22] Phone Disconnect 03/14/1999 16:45:00 [MNF23] Phone Connect 03/14/1999 16:45:00 [MNF03] IPC Error 03/14/1999 16:45:00 [MNF03] IPC Error 03/14/1999 16:45:00 [MNF22] Phone Disconnect...

  • Page 92: Chapter 5 Hotel Features

    Special staff access codes are used to prevent unauthorized use of these features. However, there is also an option in MMC programming to turn off the use of staff codes if they are not required (refer to the Samsung Combined Systems Programming Manual for details). Print Room Bill (Invoicing)
  • Page 93 Chapter 5 Hotel Features Billing (BILL Key) Used to add or delete items to/from a guest-room bill (invoice). When adding an item to a bill, the system checks the amount added against any cash deposit already entered for the room and displays a message if the deposit amount is exceeded.

  • Page 94: Printer Control

    Printer Control The serial printer connected to the system for printing room bills (invoices) can be configured to allow printing on separate sheets of paper and on headed paper. Check In).
  • Page 95 Check Out timer. (See Timers.) Room Status Reports It is possible to print a room status report on the printer you would normally use for printing invoices. You can select which particular status to print (e.g. print a list of all occupied rooms) or print a report on the status of all rooms.
  • Page 96 Timers Hotel has configurable timers for levying charges on guest-rooms and for room cleaning. When the set Check Out timer expires, an additional day’s charge is levied on all rooms still occupied. (For exceptions to this rule, see to exclude rooms checked in after a given time each day.) When the Room Clean timer ex- pires, the status flag for occupied rooms changes to ‘room needs cleaning’.
  • Page 97 Samsung Business Communications Brookside Business Park, Greengate, Middleton, Manchester M24 1GS...

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