Samsung Dcs 400si General Description Manual

							CONTENTS
TOTAL CALLS RECEIVED (TODAY)
The total number of times that calls were sent to a group. This includes calls that
were answered by the group, calls that went to a group with all agents busy or out
of group, calls that are abandoned and calls that go to UCD final destination. This
includes intercom calls to the UCD group.
If this number is less than the total calls received by all the agents it is possible that
calls were transferred from one agent to another.
If this number is more than the total calls received by all the agents it is possible
that calls were unanswered by an agent and went to final destination or callers
hung up while in queue.
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. The queue time is calculated as fol-
lows:
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when a caller is either
Answered by an agent
System gets disconnected from C.O. or
Caller is transferred to final destination
LONGEST QUEUE TIME NOW
This shows the longest call currently in queue. The queue time is calculated as
follows:
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when a caller is either
Answered by an agent
System gets disconnected from C.O. or
Caller is transferred to final destination
4.7.2 
						

							CONTENTS
4.8.1
4.8 UCD AGENT STATISTICS OVERVIEW
The UCD feature provides various statistics regarding agent activity for\
 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.
LOGGED IN
The supervisor ’s display will show the number of stations assigned to the UCD
group and the number of stations that are currently logged in. Because t\
his statistic 
is a real time statistic it will not print on a report.
STATUS
This screen shows the agents name, extension number and status. The stat\
us can
be In Group, Out of group or in DND. Because this statistic is a real ti\
me statistic it
will not print on a report.
CALLS ANSWERED (TODAY)
This indicates the total number of calls answered by the agent. This doe\
s not in-
clude ring no answer to an agent station. 
If this total number is less than the calls received by the group it is \
possible that 
calls were not answered by an agent and therefore went to final destinat\
ion or that
callers hung up while in queue. 
If this total number is more than the calls received by the group it is \
possible that 
calls were transferred from one agent to another.
AVERAGE CALL TIME
This is an average of all the call durations for a specific agent
AVERAGE RING TIME
This is an average of all the ring times for a specific agent. Ring time\
 is explained in
Call Statistics. 
						

							CONTENTS4.9 SAMPLE TRAFFIC REPORT
TRAFFIC REPORT FOR [  STA Miami       ] 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..............   26
     OUTGOING TRUNK CALLS ............................ 2168
     A SELECTED TRUNK WAS BUSY........................   44
     INTERCOM CALLS - COMPLETED.......................   7178
     INTERCOM CALLS - NOT ANSWERED....................   1540
     TRUNK RECALLS TO STATION.........................  145
     TRUNK RECALLS TO OPERATOR GROUP..................   32
     INTERNAL PAGE USED...............................   35
     EXTERNAL PAGE USED...............................   79
     ALL PAGE USED....................................  231
***************************** TRUNK GROUPS ***********************************
 GROUP     OUTGOING  BUSY
  9 1245     18
  800  521 3
  801   20 3
  802    0 0
*************************** INDIVIDUAL TRUNKS ********************************
TRUNK     TRUNK-NAME    ATTA     ANSD     NOT-ANSD     OUTGOING   BUSY
  701     LOCAL 1          0      737        0            19       12
  702     LOCAL 2          0      541        4            26       11
  703     LOCAL 3          0      290        1            37       21
************************* STATION HUNT GROUPS ********************************
                              
GROUP   ANSD   NOT-ANSD                                            ANSD
  500    439     19                                                 61
  501    261     37                                                 38
  502     40      2                                                 77
  503     87      5                                                162
  504     19      1                                                 44
*********************** INDIVIDUAL STATIONS **********************************
                 
EXT STATION-NAME
 ATTA ANSD NOT-ANSD DIALED ICM–TRSF TRK-TRK PICKUP   ANSD DIALED
201 Operator       9  360    11      15     341      0      0       39    72
202 Barbara       12   60     2      80      20      0     12       49    66
203 Ivania         4   25     1      36       3      0     18       86    29
4.9.1
continued to trunk #768
continued to station 346
aa
aa 
						

							CONTENTS4.10 TRAFFIC REPORT OVERVIEW

**************************** SYSTEM STATISTICS **************************
 BEGINNING:  04/01/99  08:00                      ENDING:  04/01/99 17:30
ACTIVITY                                       SYSTEM TOTAL
INCOMING TRUNK CALLS - ANSWERED..................0000
INCOMING TRUNK CALLS - NOT ANSWERED..............0000
OUTGOING TRUNK CALLS ............................0000
A SELECTED TRUNK WAS BUSY........................0000
	INTERCOM CALLS - COMPLETED.......................0000

INTERCOM CALLS - NOT ANSWERED....................0000
TRUNK RECALLS TO STATION.........................0000
TRUNK RECALLS TO OPERATOR GROUP..................0000
INTERNAL PAGE USED...............................0000
EXTERNAL PAGE USED...............................0000
ALL PAGE USED....................................0000
1. BEGINNING & ENDING
This identifies when the statistics were collected. It includes dates and time.
2. ACTIVITY: Overall summary of traffic in the system for activities 3 to 13.
3. INCOMMING TRUNK CALLS-ANSWERED: These are any incoming trunk calls to
the system. These calls are pegged when answered by any device and/or station in
the system whether it is a new call or a recall.
4. INCOMING TRUNK CALLS-NOT ANSWERED: These are any incoming trunk calls
that were not answered by any station or device in the systems. These are the same
calls that would be flagged as abandoned in SMDR.
5. OUTGOING TRUNK CALLS: These are all outgoing trunk calls that were originated
by any station or through the DISA feature. Outgoing trunk calls are valid calls as
defined by the SMDR START TIME in MMC 501.
6. A SELECTED TRUNK WAS BUSY: Pegged every time a trunk or trunk group was
busy regardless of the manner in which it was selected (e.g., DTS key, LCR, “9”,
7XX, TRK GROUP SELECT, SPD, External call forward, DISA).
7. INTERCOM CALLS COMPLETED: These are all intercom calls that were completed
to any station, station group or device.
4.10.1 
						

							CONTENTS
8. INTERCOM CALLS NOT COMPLETED: These are all intercom calls that were not
answered and resulted in the calling party hanging up. A call to a station group that
overflows to another station is considered not answered whether the overflow desti-
nation did or did not answer.
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.
10. TRUNK RECALLS TO OPERATOR GROUP: These are any trunk calls that recalled
to the operator group.
11. INTERNAL PAGE USED: Peg count of every time internal page was accessed.
12. EXTERNAL PAGE USED: Peg count for every time external page was accessed.
13. ALL PAGE USED: Peg count of every time the all page feature was accessed. This
does not include internal or external page, only 55+

 or PAGE 
.

**************************** TRUNK GROUPS **************************
 
 GROUP      OUTGOING   BUSY
        9 0000      0000
800 0000      0000
801 0000      0000
1. GROUP: A listing of all trunk groups assigned in the system.
2. OUTGOING: These are the number of outgoing trunk calls made using each trunk
group. Pegged every time a member of this trunk group was used to make a valid
outgoing call. A valid outgoing call is defined by the SMDR Start Time programmed
in MMC 501.
3. BUSY: This is the number of times each trunk group was busy when someone at-
tempts to access it.
4.10.2 
						

							CONTENTS
4.10.3
**************************** INDIVIDUAL TRUNKS **************************
  
TRUNK   TRUNK-NAME    ATTA    ANSD    NOT-ANSD    OUTGOING  	BUSY
     701                   0000     0000       0000         0000    0000
     702                   0000     0000       0000         0000    0000
     703                   0000     0000       0000         0000    0000
     704                   0000     0000       0000         0000    0000
     705                   0000     0000       0000         0000    0000
     706                   0000     0000       0000         0000    0000
     707                   0000     0000       0000         0000    0000
     708                   0000     0000       0000         0000    0000
     709                   0000     0000       0000         0000    0000
     710                   0000     0000       0000         0000    0000
1. TRUNK: A listing of each trunk in the system.
2. TRUNK NAME: The names of each trunk as programmed in MMC 404.
3. ATTA: Average Time To Answer for trunks is counted in the number of seconds that
ringing voltage is detected at the trunk interface and the timer stops when trunk is
answered by station or device in the system. The ATTA is the sum of all answered
times divided by the answered call count.
4. ANSD: This is the number of times this specific trunk was answered by any station or
device whether it is a new call or a recall.
5. NOT-ANSD: This is the number of times this specific trunk rang the system but was
not answered. These are the same calls that would be flagged as abandoned in
SMDR.
6. OUTGOING: This is the number of times this trunk was used to make an outgoing
call. A valid outgoing call is defined by the SMDR START TIME programmed in MMC
501.
7. BUSY: This is the number of times this trunk was busy when accessed by a button or
dial code.

**************************** STATION HUNT GROUPS **************************
             
 
GROUP    ANSD   NOT-ANSD                                ANSD
   500 0000   0000                                      0000
   501 0000   0000                                      0000
   502 0000   0000                                        0000
   503 0000   0000                                      0000
   504 0000   0000                                      0000
1. OUTSIDE CALLS: These statistics are for outside calls that reach these station
groups regardless how they arrive there. 
						

							CONTENTS
2. GROUP: Listing of all station groups in the system.
3. ANSD: This column is a peg count of all answered trunk calls that rang to the specific
group directory number regardless of how these arrived.
4. NOT-ANSD: The number of times any trunk call directed to the specific group num-
ber was not answered by any member of the group.
5. INTERCOM: An intercom call made from a station or device within the system to the
specific group number.
6. ANSD: This is a count of how many times an intercom call was answered by any
group member of that specific group.

**************************** INDIVIDUAL STATIONS **************************

                 
	

EXT  STATION-NAME  ATTA  ANSD  NOT-ANSD  DIALED ICM-TRSF TRK–TRK  PICKUP    ANSD DIALED
201             
 0000 0000  0000   0000   0000    0000    0000   0000  0000
202             
 0000 0000  0000   0000   0000    0000    0000   0000  0000
203             
 0000 0000  0000   0000   0000    0000    0000   0000  0000
204             
 0000 0000  0000   0000   0000    0000    0000   0000  0000
205             
 0000 0000  0000   0000   0000    0000    0000   0000  0000
1. OUTSIDE CALLS: These statistics are for outside calls that in any way reach indi-
vidual stations or devices.
2. EXT: Listing of all extension numbers in the system. This also includes AA, VM, and
CADENCE ports.
3. STATION NAME: The name for each particular station as programmed in MMC 104.
4. ATTA: Average Time To Answer for stations is counted in the number of seconds
that ringing signal is applied to a station for trunk calls and recalls. The ATTA is the
sum of all answered times divided by the answered call count.  Use the same calcu-
lation method as used for individual trunk ATTA.
5. ANSD: This is a count of how many times an outside call was answered by the
specific station. Outside callers recalling a station are not counted again when they
are answered.
6. NOT-ANSD: This is a count of how many times a trunk call was directed to the
station but was not answered by this station.
7. DIALED: Peg count of how many times the station made a valid outside call. An
outside call is defined by the SMDR start time in MMC 501.
4.10.4 
						

							CONTENTS
8. ICM-TRSF: This is the number of times a trunk call was successfully transfered to
another station using the intercom. It includes both screened and unscreened trans-
fer.
9. TRK–TRK: This is the number of times a trunk call was transfered to another trunk
(tie line) This is called a trunk–to–trunk transfer. This field gets pegged every time the
station completes a trunk to trunk transfer.
10. PICKUP: This is a count of the outside calls that were picked up by the specific
station. Picked-up calls are calls that are not ringing at your station but were an-
swered by you. This peg count is separate from the number of answered call in #5 of
Individual Stations section E.
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.
13. DIALED: The number of times the specific station dialed another station or station
group. Screened transfers count as a dialed intercom call.
4.10.5 
						

							CONTENTS
4.11.1
4.11 SAMPLE ALARM REPORT
                    ALARM REPORT FOR [400SI 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
          03/14/1999  16:45:00  [MJC03]  CID DSP Fault     MAP OPT:1
          03/14/1999  16:45:00  [MNF03]  IPC Error         C1-S01
          03/14/1999  16:45:00  [MNF03]  IPC Error         C1-S04
          03/14/1999  16:45:00  [MJC03]  CID DSP Fault     MAP OPT:1
          03/14/1999  16:45:00  [MNF03]  IPC Error         C1-S01
          03/14/1999  16:45:00  [MNF03]  IPC Error         C1-S04
          03/14/1999  16:46:00  [MNF01]  Card Out          C1-S10
          03/14/1999  16:46:00  [MNF02]  Card In           C1-S10
          03/14/1999  16:47:00  [MJD01]  SYNC Failure      C2-S2
          03/14/1999  16:47:00  [MJD02]  SYNC Recvry       C2-S2
          03/16/1999  16:47:00  [MNF04]  Trunk Fault       C1-S08-P03
          03/16/1999  16:48:00  [MNF05]  Trunk Recvry      C1-S08-P01
          03/16/1999  16:48:00  [MNF05]  Trunk Recvry      C1-S08-P02
          03/16/1999  16:48:00  [MNF05]  Trunk Recvry      C1-S08-P03
          03/18/1999  16:51:00  [MNF01]  Card Out          C1-S02
          03/18/1999  16:51:00  [MNF02]  Card In           C1-S02
          03/18/1999  17:04:00  [MJC04]  Ring Gen Fault    CABINET:1
          03/19/1999  17:22:00  [MJC05]  Ring Gen Recvry   CABINET:1
          03/19/1999  17:23:00  [MNF01]  Card Out          C1-S06
          03/20/1999  17:24:00  [MJC01]  DTMF Fault        CCP OPT:1
          03/20/1999  17:24:00  [MJC01]  DTMF Fault        CCP OPT:2
          03/20/1999  17:24:00  [MJC01]  DTMF Fault        CCP OPT:3
          03/20/1999  17:24:00  [MJC01]  DTMF Fault        CCP OPT:4
          03/20/1999  17:24:00  [MNF03]  IPC Error         C1-S01
          03/20/1999  17:24:00  [MNF03]  IPC Error         C1-S04
    03/24/1999  17:24:00  [MJD19]  PRI Restart       C2-S6
    03/24/1999  17:25:00  [MNF16]  PSU Alarm         CABINET:2 
						

							CONTENTSPART 5. GENERAL USER INFORMATION
5.1 RADIO FREQUENCY INTERFERENCE
WARNING: This equipment has been tested and found to comply with the limits for a
Class A digital device, pursuant to Part 15 of the FCC rules. These limits are designed to
provide reasonable protection against harmful interference when the equipment is oper-
ated in a commercial environment. This equipment generates, uses and can radiate radio
frequency energy. If not installed and operated in accordance with the instruction manual,
it may cause interference with radio communications. Operation of this equipment in a
residential area is likely to cause harmful interference in which case the user will be re-
quired to correct the interference at his own expense.
The following measures can be tried:
1. Reorient the receiving antenna.
2. Relocate the telephone with respect to the receiver.
3. Move the telephone equipment away from the receiver.
4. Plug the Key Service Unit into a different AC outlet so that the KSU and receiver are on
different circuits.
5.2 FCC REQUIREMENTS
The DCS 400si electronic telephone system complies with Part 68 of the Federal Commu-
nications Commission Rules and Regulations. On the side of the 400si cover and on the
inside left hand side of the each cabinet is a label that contains, among other information,
the FCC registration number and ringer equivalence number (REN) for the DCS 400si. If
requested, this information must be provided to the telephone company.
UNAUTHORIZED MODIFICATIONS
Any changes or modifications performed on this equipment that are not expressly ap-
proved in writing by SAMSUNG TELECOMMUNICATIONS AMERICA could cause non-
compliance with the FCC rules and void the user’s authority to operate the equipment.
NOTE: Allowing this equipment to be operated in such a manner as to not provide for
proper answer supervision is a violation of Part 68 of the FCC’s rules.
NOTIFICATION TO TELEPHONE COMPANY
Before connecting the DCS 400si system to the telephone network, the telephone com-
pany may request the following information:
a. Your telephone number or all numbers that will be connected to the DCS 400si.
b. FCC Registration Numbers:

Fully Protected Multifunction Systems A3LKOR-25495-MF-E

Fully Protected PBX’s A3KLOR-25260-PF-E

Fully Protected Key Telephone Systems A3KLOR-25496-KF-E
5.1