Samsung DCS-816 General Description Manual page 32

SAMSUNG
DCS-816
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.
Voice Mail Integration
The system uses DTMF tones (inband signalling) to communicate with a third–
party-supplied compatible voice mail system. Stations can call forward to a voice
mail system. When answered, the system sends DTMF tones, routing the caller
directly to the called station user's mailbox. Keyset users can press one key to
retrieve messages from the voice mail system.
VPN
The VPN (Virtual Private Network) feature allows the DCS-816 to operate in a
closed numbering group based on a 5 or 6 digit dialling plan for all members of
the closed numbering group. In this case the local site DCS-816 extensions also
operate with a same 5 or 6 digit extension number. The feature uses the LCR
total number of calls received for the current day and the average time a
call waits to be answered.
Agent Statistics
UCD/ACD 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.
Generic UCD/ACD Statistics
The following statistics report can be printed out on a per UCD/ACD group
basis either once a day or on request by the supervisor.
Statistics
Average Ring
Time.............................................
Number of Times All Agents
Busy....................
Average Time In
Queue.....................................
Total Calls
Received...........................................
Longest Wait
Time.............................................
Agent Calls
RECEIVED
202 1
203 0
204 0
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, to/from the group to
handle the workload.
Average
CALL TIME
1:37
0:00
0:00
4 - 16
General Description
March 1999
0.09
0
0:00
1
0:09
Ring
TIME
0:09
0:00
0:00