Samsung Idcs 500 Auto Attendant And Unform Call Distribution Administration Guide

AUTO ATTENDANTAND
UNFORM CALL DISTRIBUTION
ADMINISTRATION GUIDE
iDCS 500
DIGITAL COMMUNICATIONS SYSTEM
November 2001
Samsung Telecommunications America reserves the right without prior notice to rev\
ise infor-
mation in this guide for any reason. Samsung Telecommunications America also reserves the
right without prior notice to make changes in design or components of eq\
uipment engineering
and manufacturing may warrant. Samsung Telecommunications America disclaims all liabilities
for damages arising...

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

OVERVIEW
Your iDCS 500 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 ac-
tivated in your system.
1 

3
!
Press the AA PLAY key
!
Dial the first AA port (this will usually be 3951)
!
Enter the number of the prompt to play (if in doubt get a list of the
prompts from your installation and service company)
!
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 cur-
rent operating ring plan with its associated greeting to a different ring plan
mode with or without an alternate greeting.!
Call the auto...

5 4
!
Manually changing an Auto Attendant greeting to an alternate greeting
will flash the RTO and/or RP button to indicate that the alternate greeting
is set. The system will continue in the selected ring plan until manually
changed. The auto ring plan service will be suspended during this time.
UNIFORM CALL DISTRIBUTION
UCD 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
provides agent and call statistics...

7 6
!
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.
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...

9 8
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 sta-
tus of the station to the opposite condition. DND cannot be changed here.
Press SCROLL. You will be presented with the following display. It shows
you haw many calls station 212 answered. It...

11
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 530 - 549).
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...

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: !
Answered by an agent.
!
System gets disconnect from C.O. or
!
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...

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