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 .......................................................................  3UNIFORM CALL DISTRIBUTIONSupervisor ....................................................................................  4
Alarms ..........................................................................................  4
Supervisor Key .............................................................................. 5
Call ............................................................................................ 5
Agent ........................................................................................ 6
Admin ........................................................................................ 7
Call Statistics ................................................................................. 8
Calls in Queue Now .................................................................. 8
Abandoned Calls ...................................................................... 8
Average Ring Time ................................................................... 8
Number of Times All Agents Busy ............................................ 8
Average Time in Queue ............................................................ 9
Total Calls Received ................................................................. 9
Longest  Queue Time Today ...................................................... 9
Longest Queue Time Now ...................................................... 10
Agent Statistics ........................................................................... 10
Logged In ................................................................................ 10
Status ...................................................................................... 10
Calls Answered ....................................................................... 10
Average Call Time ................................................................... 10
Average Ring Time ................................................................. 11
Call Status ..................................................................................  11
Sample UCD Report ................................................................... 12
OVERVIEW
Your DCS telephone system is equipped with an integrated option package to
enhance call processing. The improved feature support is in the form of Auto
Attendant and Uniform Call Distribution. One or both may be activated in your
system.
1 
						

							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 with this card is the greeting change. Dif-
ferent day and night greetings may be programmed. These change when the
DCS system changes between day mode and night mode. Additionally, an
alternate greeting may be recorded to indicate a holiday, an emergency or
another temporary closure. From time to time, it may be necessary to manu-
ally change the active greeting from the current (day or night) to the alternate
(holiday).RECORDING GREETINGSTo record greetings (or prompts) you must have an AA RECORD key pro-
grammed on your keyset. Select a quiet place where you will not be dis-
turbed.z
Press the AA RECORD key
z
Enter the passcode (this can be supplied by your installation and service
company)
z
Lift the handset and press HANDSET
z
Dial the first AA port (this will usually be 3951)
z
Enter the number of the prompt to record (if in doubt get a list of the prompts
from your installation and service company)
z
Begin recording after the tone, when finished press the AA RECORD key
PLAYING GREETINGSYou may play the greetings to check that you are happy with the quality and
content. To do this you must have an AA PLAY key programmed on your
keyset.z
Press the AA PLAY key
z
Dial the first AA port (this will usually be 3951)
3
z
Enter the number of the prompt to play (if in doubt get a list of the prompts
from your installation and service company)
z
The prompt will begin to play along with all subsequent prompts
CHANGING THE  GREETINGThe AA card allows the system administrator to call in and change the current
greeting to day, night or alternate:z
Call the auto attendant and listen to the greeting you wish to change.
z
Dial a special passcode while you are listening to the greeting. The spe-
cial passcode is programmed by your service company technician.
z
Dial 1 for the day greeting, 2 for the night greeting or 3 for the alternate
greeting.
z
Hang up. The new greeting is set until the next scheduled change.
MANUAL NIGHT SERVICEz
When the DCS phone system changes from DAY to NIGHT mode, the AA
greetings will also change.
z
When the Day / Night AA greeting is changed remotely the Day / Night
status of the DCS phone system is also changed. This means that a cus-
tomer who forgets to put the system in night mot can call in remotely and
do it.
z
When the alternate greeting is set, the DCS system will go into night mode.
If a NIGHT key is programmed on the DCS it will FLASH. The normal
status of this light in the night mode is on steady. A flashing NIGHT key
indicates the alternate greeting is set.
AUTO NIGHT SERVICEz
Manually changing an Auto Attendant greeting to the day or night greeting
will change the DCS system day / night mode until the next scheduled
change by the Auto day / night program.
z
Manually changing an Auto Attendant greeting to the alternate greeting
will put the DCS phone system into night mode and flash the night button
to indicate that the alternate greeting is set. The system will continue in
this mode until manually changed. The Auto day / night service will be
suspended during this time. 
						

							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 different times while the call is being pro-
cessed.SUPERVISOREach UCD group can be assigned one or more optional supervisors. A su-
pervisor can be responsible for more than one UCD group. If you are a super-
visor, you will have a special key assigned to your display keyset that will
allow you to administrate the UCD group. Your keyset will have a separate
SUPERVISOR key for each UCD group. UCD alarm conditions will show by
flashing these keys.ALARMSYour installation and service company may have programmed alarm condi-
tions to alert you to the following:z
The number of calls waiting at the UCD group has exceeded a specific
programmed number
z
The amount of time a caller has been waiting has exceeded a specific
programmed time
z
Both options above
When the alarm is activated at your keyset, one of the following will occur:
z
Your SUPERVISOR key will flash and the keyset display will indicate the
type of alarm condition (time or number of calls).
ALARM REMINDER or ALARM REMINDER
UCD 5XX: TIMER UCD 5XX: QUEUE
z
Your SUPERVISOR key will flash and the keyset display will indicate the
type of alarm condition (time or number of calls) and an audible alarm will
sound.
5 NOTES:
1. Pressing the SUPERVISOR key has no effect on the visual alarm but it
will cancel the audio alarm (stop it from ringing until the next activation—
it is not disabled permanently).
2. Your keyset will indicate a visual alarm condition for as long as the alarm
condition exists.
SUPERVISOR KEYThroughout this guide, the displays used are for example only. The numbers
and names on your display may differ slightly.
Press the SUPERVISOR key. You will be presented with three options:
523: SALES
CALL ADMIN AGENT
The CALL and AGENT options allow the supervisor to view statistics for
each of these areas while ADMIN is used to clear the saved data and run
reports. Let’s explore each of these options by pressing the key directly below
the word on the display.CALLWhen you press CALL, you will be presented with the following display. It
shows you how many calls are 
currently 
in queue.
000 calls in
queue now
Press the UP key. You will be presented with the following display. It shows
you the average amount of time it takes a caller to be answered after the call
begins ringing at a station.
average ring
time is 00:00
Press the UP key. You will be presented with the following display. It shows
you the number of C.O. calls that rang in when all members of the group were
busy. It is possible for this total to represent more than one day’s calls if the
AUTO CLEAR option is not turned on.
000 times all
busy today 
						

							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 display. It shows
you the longest time a caller waited in queue before answered by an agent.
longest queue
time is 00:00AGENTThroughout the AGENT menu, you can press the SCROLL key at any time to
view an individual station’s data. You can also use the UP and DOWN keys to
move between stations.
When you press AGENT, you will be presented with the following display. The
“available” number shows how many agents are programmed in this par ticu-
lar UCD group. The “logged in” number shows how many agents are currently
available to take calls (not in Do Not Disturb (DND), logged out or busy).
06 available
05 logged in
Press the UP key. You will be presented with the following display. It shows
you the first station in the UCD group, its associated directory name and the
status of that station (in group, out of group or in DND).
212: FRED SMITH
status: IN
NOTE: Press the key directly below the word IN or OUT to change the status
of the station to the opposite condition. DND cannot be changed here.
7 Press SCROLL. You will be presented with the following display. It shows you
haw many calls station 212 answered. It is possible for this total to represent
more than one day’s calls if the AUTO CLEAR option is not turned on.
212: answered
000 calls today
Press SCROLL. You will be presented with the following display. It shows you
the average call duration for this agent.
212: average
call time 00:00
Press SCROLL. You will be presented with the following display. It shows you
the average amount of time it take for this agent to answer a call.
212: average
ring time 00:00
ADMINWhen you press ADMIN, you will be presented with the following display. The
CLEAR option is used to clear (set to 0) the CALL and AGENT data for the
current group (in this case 529, the sales group). The PRINT option is used to
print the CALL and AGENT data for the current group (in this case, 529, the
sales group). It requires a customer-provided printer.
529: Sales group
PRINT      CLEARCLEARING STORED DATASelect the CLEAR option. You will be presented with two options—MANUAL
and AU TO.
CLEAR GROUP DATA
MANUAL     AUTOz
If you select MANUAL, choose YES or NO to immediately clear the data.
z
If you select AU TO, you can turn the automatic clear function ON or OFF
to clear the data automatically at a programmed time. If you select ON,
you will be prompted to enter a new time to automatically clear the data.
The time is entered in 24 hour format, for example, 11:30 p.m. is entered
2330. Select VIEW to see or change the currently selected AU TO  option.
Press the right soft key to turn automatic clearing ON and OFF. 
						

							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, for example, 11:30 p.m. is entered 2330.
Select VIEW to see or change the currently selected AU TO  option. Press
the right soft key to turn automatic printing ON and OFF.
CALL STATISTICSThe following is a description of statistics that can be viewed by a UCD Su-
pervisor.CALLS IN QUEUE NOWHow many calls are currently in queue.
This statistic is a real time statistic and so will not print on a report.ABANDONED CALLS 
[RELEASE 3 & 4 ONLY]
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 agents available and the wait time is too long.
AVERAGE RING TIMEThis 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 BUSYThis is the number of times that a call is placed to a UCD group and all agents
are busy or out of group. This check is made when the call is first placed to the
group. If all agents are busy or logged out this counter is incremented. It will
not increment again for this call unless the call is answered and transferred
back into the UCD group.
8
Example: If there are 5 members in a group, 3 are Out of Group one is busy
and one is idle,  and a call is placed to the group, because there is an idle
station the all agents busy counter is not incremented.
If the idle station rings, does not answer and is logged out, although the con-
dition 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 becomes idle, the busy counter will increment
because the check has been made.AVERAGE TIME IN QUEUEThis 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 heard the first UCD recording to be considered in queue.TOTAL CALLS RECEIVEDThe total number of times that calls were sent to the UCD group number.
(This does not include calls sent to a station number that happens to be in a
UCD group, the call must be sent to the group number 501 - 529).
This statistic 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 pos-
sible 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:z
Calls answered by agent.
z
Calls that are not answered by an agent and go to final destination.
z
Calls that are sent to the UCD group but callers hang up before being
answered.
LONGEST QUEUE TIME TODAY 
[RLS. 3 & 4   ONLY]
This shows the longest call in queue today.
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:
9 
						

							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 for each UCD agent.LOGGED INThe number of stations programmed in the UCD group and the number of
stations that are currently logged in.
This statistic is a real time statistic and so will not print on a report.STATUSThis screen shows the agents name, extension number and status. The sta-
tus can be in Group, Out of group or in DND.
This statistic is a real time statistic and so will not print on a report.CALLS ANSWEREDThe total number of calls received by the agent. This does not include ring no
answer to a agent station.
If the total number of all agent calls is less than the calls received by the
group it is possible that calls were unanswered by an agent and went to final
destination or that callers hung up while in queue.
If the total number of all agent calls is more than the calls received by the
group it is possible that calls were transferred from one agent to another.AVERAGE CALL TIMEThis is an average of all the call durations for the agent.
1011
AVERAGE RING TIMEThis is an average of all the ring times for the agent. Ring times are previously
explained.CALL STATUS (CS) 
[RELEASE 3 & 4 ONLY]
This key may be programmed on each agent keyset to provide an indication
of waiting calls at the UCD group.
This key has no effect when pressed, but will flash  amber or red to indicate
that calls are waiting.
There are two levels that can be programmed for this key, the are CS level 1
and CS level 2.
By default these levels are 05 for level 1 and 10 for level 2. This means that
when there are 5 or more calls in queue at the UCD group the CS key will
flash amber, when there are 10 or more calls in queue at the UCD group the
CS key will flash red. These levels can be changed by your service company. 
						

							=======================================================
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
================
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
12SAMPLE UCD REPORT
N     O     T     E     S 
						

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