Automatic Hold; Background Music; Call Center - Samsung OfficeServ 500 General Description Manual

following:"I'm sorry. There is no answer" ,"That station is busy" , and "Invalid Number. Please try again" . A maxi-
mum of two minutes of super capacitor backed (100 hours) random access memory (RAM) provide up to 48
customer recordings for announcements or greetings. Twelve individual announcements (boxes), each with
its own dialing options, allow you to build call routing branches as needed. Callers are routed through the
branches by dialing extension numbers or single digits. This system is compatible with SVM and CADENCE.
NOTE: Announcements recorded on one AA card can not be played to callers on another AA card.
AUTOMATIC CALL DISTRIBUTION (ACD)
ACD is a call distribution method by which callers in a queue are routed to the next available agent. While
waiting in a queue a canned or customized announcement can be periodically played to the caller based on
a programmable timer while retaining their place in the queue. Statistical and historical reports are available
to assist supervisors in managing a call

AUTOMATIC HOLD

While a keyset user is engaged on an outside (C.O.) call, pressing another trunk key, route key or CALL button
automatically places the call on hold when Automatic Hold is enabled. Pressing TRSF, CONFERENCE, PAGE or
a DSS key always automatically places a C.O. call on hold. Intercom calls can be automatically held only by
pressing TRSF or CONFERENCE. Each keyset user can enable or disable Automatic Hold.

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.
BRANCH GROUP
This feature allows stations included in a branch group to answer a ringing call to another station in the
group by simply lifting the handset or going on speakerphone mode.This feature works well when there is a
need to answer calls for people who may be away from their desk or when a common answering pool is
needed. Calls can be directed to a common bell and then can be answered by anyone in the Branch Group.
There are a total of 99 branch groups available, but a station can only be in one branch group.
CALL ACTIVITY DISPLAY
The OfficeServ 500 will record and buffer all calling activity within the system. With a Call Activity Display
(CAD) key, the OfficeServ 500 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 500 can have 20 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 automatically
center. See Call Center.
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