Samsung Dcs Auto Attendant And Uniform Call Distribution Administration Guide

AUTO ATTENDANT AND
UNIFORM CALL DISTRIBUTION
ADMINISTRATION GUIDE
AUTO ATTENDANT
AND
UNIFORM CALL DISTRIBUTION
ADMINISTRATION GUIDE
SAMSUNG DCS
DIGITAL COMMUNICATIONS SYSTEM
Supports System Software
Release 2, 3 and 4
June 1999 

TABLE OF CONTENTS
OVERVIEW
.........................................................................  1
AUTO ATTENDANTRecording Greetings ....................................................................  2
Playing Greetings .........................................................................  2
Changing the Greeting .................................................................  3
Manual Night Service .................................................................... 3
Auto Night Service...

2
AUTO ATTENDANT
The auto attendant will answer and process incoming calls without human
intervention. The caller is answered and hears a message prompting him/her
to dial numbers to reach extensions in the phone system or follow other op-
tions provided by the AA card.
Your installation and service company has already designed and programmed
these options for you, including the greetings and messages that play at dif-
ferent times while the call is being processed.
The only administration associated...

4UNIFORM CALL DISTRIBUTIONUCD is used to distribute calls to a group of agents. If the group members are
all busy, UCD controls queue patterns and information messages. It also pro-
vides agent and call statistics in both real time on a keyset display and in the
form of printed reports at a customer-provided printer.
Your installation and service company has already designed and programmed
these options for you, including the group members, timing parameters, greet-
ings and messages that play at...

6Press the UP key. You will be presented with the following display. It shows
you the average time a caller waits in queue before being answered by an
agent.
average time in
queue is 00:00
Press the UP key. You will be presented with the following display. It shows
you the total number of calls received. It is possible for this total to represent
more than one day’s calls if the AUTO CLEAR option is not turned on.
0000 calls
received today
Press the UP key. You will be presented with the following...

PRINTING DATA/RUNNING REPORTSSelect the PRINT option. You will be presented with two options—MANUAL
and AU TO.
PRINT GROUP DATA
MANUAL     AUTOz
If you select MANUAL, choose YES or NO to immediately print the data to
your customer-provided printer.
z
If you select AU TO, you can turn the automatic print function ON or OFF
to print the data automatically at a programmed time. If you select ON, you
will be prompted to enter a new time to automatically print the data. The
time is entered in 24 hour format,...

z
Answered by an agent.
z
System gets disconnect from C.O. or
z
Caller is transferred to final destination.
LONGEST QUEUE TIME NOWThis shows the longest call currently in queue. The queue time is calculated
as follows:
Queue time begins when a caller starts to hear the first UCD message.
Queue time ends when a caller is either:z
Answered by an agent.
z
System gets disconnect from C.O. or
z
Caller is transferred to final destination.
AGENT STATISTICSEach statistic in this category can be read individually...

=======================================================
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...

UG-DCS-AA-04   6/99
Samsung Telecommunications  America,  Inc.
N     O     T     E     S