Samsung Dcs 400si General Description Manual

							CONTENTS
CALLING PARTY NAME
For intercom calls, LCD 24B and LCD 12B keysets show the calling party’s name
before answering. The names must be stored in the system directory list and can
be up to 11 characters long.
CALLING PARTY NUMBER
When an intercom call is received, all display stations show the calling party’s ex-
tension number before the call is answered.
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. Display
keysets can have a 12 or 24 hour clock in either the ORIENTAL or WESTERN
display format with information shown in upper case or lower case letters.
DIAL BY NAME
Each station and speed dial number can have an associated directory name. Any
station or speed dial number can be selected by scrolling alphabetically through a
directory list. There are three directories:
1. System wide speed dial list
2. Personal speed dial list
3. Station directory list
This online “phone book” allows display keyset users to look up and dial any speed
dial number or station in seconds.
DIALED NUMBER
When an outside call is made, digits are displayed as the user dials them. If the
display indicates an incorrect number was dialed, the user can quickly hang up
before billing begins.
ENHANCED STATION PROGRAMMING
Personal programming options are easier to select and confirm with the help of the
display.
IDENTIFICATION OF RECALLS
Hold recalls and transfer recalls are identified differently than other ringing calls.
Hold recalls indicate the recalling line or station number and the associated name.
Transfer recalls indicate the recalling line or station and where it is coming from.
4.3.3 
						

							CONTENTS
IDENTIFICATION OF TRANSFERS
The display will identify who transferred a call to the user.
MESSAGE WAITING CALLER NUMBER
When the message indication is on, pressing the MESSAGE button displays the
station number(s) of the person(s) who have messages for the user. Display keyset
users can scroll up and down to view message indications.
OUTSIDE LINE IDENTIFICATION
Each line can be identified with an 11 character name. Incoming calls display this
name before the call is answered. This feature is helpful when individual lines must
be answered with different greetings.
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.
SOFT KEYS
Below the display, there are three soft keys and a SCROLL button. These keys
allow the user to access features in his/her class of service without requiring the
keyset to have designated feature keys.
STOPWATCH TIMER
Display keyset users find this feature very convenient to time meetings, calls and
other functions. Users simply press once to start the timer and press again to stop
the timer.
TEXT MESSAGING
This feature allows two display keyset users to respond to each other with
preprogrammed messages. After receiving an Off Hook Voice Announcement or
Station Camp-On, you may respond with a text message while continuing to talk
and listen to your outside party. The other station can view this message and take
the appropriate action or respond back with another text message.
There can be 25 messages stored in the system memory that can be sent to an-
other display keyset. Only the display keysets that are allowed in system program-
ming (MMC 318) will receive the TMSG soft key in the display and can use this
feature.
4.3.4 
						

							CONTENTS
4.3.5
UCD SUPERVISOR DISPLAYS
With the optional AA card, when UCD is used, multiple supervisors can view infor-
mation about the UCD groups calls or agents.
CALL SCREEN
This allows the supervisor to view how many calls are in queue, the longest wait
time, how many calls have been received today, what the average time in queue is
and how many calls were abandoned.
AGENT SCREEN
This allows the supervisor to monitor how many agents are logged in, check each
agents status (IN GROUP, OUT OF GROUP, or DND), view each agents total num-
ber of calls, average call length or average ring time.
NOTE: Accessing this screen will also allow a Supervisor to change the status of
each agent  (IN GROUP, OUT OF GROUP, or DND). 
						

							CONTENTSSAMPLE DISPLAYS
PROSTAR 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.
4.3.6   
						

							CONTENTS
4.3.7
SAMPLE CALLER ID DISPLAYS
SAMSUNG TELECOM
CALL FOR:500

 	 
  
 
 

 

   
 
13054264100
702:RINGING

 	 
  
 
 
 
 
     
	 
	
 

SAMSUNG TELECOM
CLEAR NND DIAL



	
	

!  
    



 
 
 
 

 !

 	
 	   #$% &	
SAMSUNG TELECOM
BARGE NND DROP

 	 
  !
 
 

   & 
  


!

()$*+

!

, -$%.  
 
  	 

/  00- 


 	 
  

 
 

 
  
 
 
  

1	   23 
    
 

 #+)$  	, -)  
 
&

 /  00- 




TALKING TO:203
BARGE DROP
13054264100
TRANSFER FM 201

	



     
 	
 


 
05/25,09:41,702
CLEAR NND DIAL
SAMSUNG TELECOM
ANS NND IGNORE

 	     
045$+   
   


!  	
  

& 
  

 & 

13054264100
NEXT NND ANS

 	    / 
 
6  	
 &	

 	 
    !
 
 
 
 !
 

()$*+ 
 -$%.  


 
						

							CONTENTS
4.3.8
SAMPLE UCD DISPLAYS
average time in
queue is 03:51

 !  
 
 7 
 
8      

005 calls in
queue now

  ! 
 
	  
 
 	  5#- 

201: answered
065 calls today

   
    

 
	
124 calls
received today

 5#- 
  
!  


	
  /    
 9
 

   
	 
 
202: Sondra
STATUS: OUT
longest wait
time is 02:24

 
 
 
 
 7 
 
8  
 
 ,  


   
  
 
 
!
    
  
 


	  
 
	 
6
06 available
04 logged in
201: average
call time 04:43

 ! 
  
 
  

    


   
	 
 
  

7
 	 
 
 
 0 *$%5. 
-0-8 
						

							4.4.1
4.4 SAMPLE SMDR PRINTOUT
(WITHOUT CALLER ID)
CONTENTS   
						

							4.5.1
4.5 SAMPLE SMDR PRINTOUT
(WITH CALLER ID AND CALL COST)
CONTENTS   
						

							CONTENTS4.6 SAMPLE UCD REPORT
=======================================================
UCD GROUP 530 : 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
================
MEMBER  AGENT  NAME         CALLS      AVERAGE    RING
                           ANSWERED   CALL TIME   TIME
--------------------------------------------------------
01      210    JOHN         0002       01:55      00:05
02      211    SAM          0001       02:18      00:06
03      208    MIKE         0003       01:22      00:04
04      207    PETER        0001       03:16      00:05
=======================================================
UCD GROUP 531 : SUPPORT
FROM: MON 03 Jan 08:30
TO  : SUN 02 Jan 02:54
CALL STATISTICS
===============
AVERAGE RING TIME (TIME TO ANSWER).....00:07
NUMBER OF TIMES ALL AGENTS BUSY........00005
AVERAGE TIME IN QUEUE..................01:06
TOTAL CALLS RECEIVED...................00023
LONGEST QUEUE TIME(TODAY)..............01:02
TOTAL CALLS ABANDONED..................00001
AGENT STATISTICS
================
MEMBER  AGENT  NAME          CALLS      AVERAGE   RING
                            ANSWERED   CALL TIME  TIME
--------------------------------------------------------
01      223    FRED         0012       02:33      00:08
02      213    JANE         0010       01:04      00:04
4.6.1 
						

							CONTENTS
4.7.1
4.7 UCD CALL STATISTICS OVERVIEW
The UCD feature provides various statistics regarding incoming calls to \
each UCD group. 
A UCD supervisor may scroll through the statistics at any time using the\
 keyset display
and softkeys. Additionally these statistics can be printed in a report f\
or each UCD group
(see Sample UCD Report Section 4.6 ). This overview explains how they are calculated
and conditions that affect them. NOTE: Some statistics are not included in the UCD re- 
port.
CALLS IN QUEUE NOW
This is the number of calls in the UCD queue as of the time the supervis\
or is 
reading the display. Because this statistic is real time statistic it will not print on a
report.
ABANDONED CALLS (TODAY)
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 a\
gents
available and the wait time is too long.
AVERAGE RING TIME
This is calculated from the time an agent begins to ring until the time \
an agent
answers the call, this does not include ringing at an agent station that\
 does not
answer or is logged out because of the ring next option.
NUMBER OF TIMES ALL AGENTS BUSY
This is the number of times that a call is placed to an UCD group and al\
l agents are
busy or out of group. This check is made when the call is first placed t\
o the group.
Example: If there are 5 members in a group, 3 are Out of Group one is bu\
sy and 
one is idle,  and a call is placed to the group, because there is an idl\
e station the all
agents busy counter is not incremented. 
If the idle station rings, does not answer and is logged out, although t\
he condition of 
the group is now all agents busy, the check has been made and the agent busy
statistic does not increment. 
Also if a call comes into a group with all agents busy and then one beco\
mes idle, 
the busy counter will increment because the check has been made.
AVERAGE TIME IN QUEUE
This is calculated as an average of all the calls that were in queue. 
Note that this is ONLY an average of the calls that were in queue. The caller must 
have overflowed to the UCD recording to be considered in queue. 
A call is considered in queue until it is answered or until it goes to t\
he final destina- 
tion.