Samsung Idcs 500 General Description Manual
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PROGRAMMED STATION MESSAGES Any station may select one of 20 or 30 messages to be displayed at a calling party’s keyset (20 for iDCS 500-M version software and 30 for iDCS 500-L version software). Ten messages are factory-programmed but may be reprogrammed. On iDCS 500-L version software two can be individually customized, i.e., RETURN ON: MAR/22 and RETURN AT 3:30p the remaining messages can be customized by the system administrator (16 characters maximum). NOTE: The calling party must have a display keyset to view these messages. PROTECTION FROM BARGE-IN Each station can be programmed as secure or not secure. Secure stations cannot be barged-in on. A station that is not secure cannot be barged-in on when talking to a secure station. REDIAL There are three types of external redial available to all station users. Each type can redial up to a maximum of 18 digits. !AUTO RETRY—When an outside number is dialed and a busy signal is received, the auto retry feature can be used to reserve the outside line and automatically redial the number for a programmable number of attempts (available to keyset users only). !LAST NUMBER—The most recently dialed number on a C.O. line is saved and may be redialed by pressing the redial key or dialing the LNR access code. !MANUAL RETRY with LNR (iDCS 500-L version software only)—When you make an outside call and receive a busy signal you can press the LNR key to redial the same number again. This operation can be manually repeated for a limited number of attempts as defined by system programming (available to keyset users only). !MEMO REDIAL (iDCS 500-L version software only)—When you are calling di- rectory assistance you can store the number you are given using the dial pad and SAVE number feature. There is no need for a pencil and paper (available to keyset users only). !SAVE NUMBER—Any number dialed on a C.O. line may be saved for redial at a later time. 4.37
REMOTE HOLD When you wish to place a call on hold at another station, press TRSF and dial the station number (or press the appropriate DSS key). Press the HOLD key. This will place the call on system hold on an available CALL button or Line Key at the re- mote station. RING MODES Each keyset user can select one of three distinct ways to receive intercom calls. The phone can automatically answer on the speakerphone, voice announce through the speaker or receive ringing. When the ring mode is selected, keyset users can choose one of eight distinct ring tones. Forced Auto Answer is invoked by the call- ing station and is controlled by the calling station’s class of service. RINGING PREFERENCE Lifting the handset or pressing the speaker button automatically answers a call ringing at the keyset. Using this method, users are assured of answering the oldest call first. When ringing preference is turned off, the user must press the flashing button to answer. Users may answer ringing lines in any order by pressing the flashing button. SPEAKERPHONE DCS LCD 24B and DCS LCD 12B keysets have built-in speakerphone. The speakerphone enables calls to be made and received without the use of the handset. All iDCS keysets are speakerphones. The iDCS 28 Button and the iDCS 18 Button can have a Full Duplex Speakerphone Module added. STATION LOCK With a programmable personal station passcode, any keyset or single line station can be locked and unlocked to control use of each telephone. There are two lock options: 1=LOCKED OUTGOING and 2=LOCKED ALL CALLS. See the following table for more details. 0 D E K C O L N U1 D E K C O L G N I O G T U O2 D E K C O L S L L A C L L A s l l a c e d i s t u o e k a MSE YONON e d i s t u o e v i e c e R s l l a cS E YSE YON m o c r e t n i e k a M s l l a cS E YSE YON m o c r e t n i e v i e c e R s l l a cS E YSE YON 4.38
TERMINAL STATUS INDICATOR iDCS keysets are equipped with a terminal status indicator lamp. The terminal status indicator light is positioned on the top right corner of the keyset above the display. The terminal status indicator is a tri-colored (red, green, and amber) light that provides greater visibility of your keysets status than the individual key LEDs. The terminal status indicator provides the following indications: – Busy/Off Hook Steady Red – Intercom Ring Flashing Red – Outside Call Ring Flashing Green – Recall Ring Flashing Amber – Message Waiting Flashing Red – Do Not Disturb Fast Flash Red at 1 Second Intervals TRI-COLORED LIGHTS DCS LCD 24B keysets have 16 keys equipped for tri-colored LED indications (green, red and amber). The DCS LCD 12B model has six of these keys and the DCS 7 button keysets have three. To avoid confusion, your calls always light green, other calls show red and recalls light amber. All programmable keys on the iDCS keysets have tri-colored LEDs. VOLUME SETTINGS Each keyset user may separately adjust the volume of the ringer, speaker, handset receiver, background music, page announcement and off-hook ring tone. WALL-MOUNTABLE KEYSETS Each keyset, add on module and 64 button module can be wall mounted by re- versing the base wedge. 4.39
DISPLAY FEATURES ACCOUNT CODE DISPLAY ENHANCED STATION PROGRAMMING CALL DURATION TIMER IDENTIFICATION OF RECALLS CALL FOR GROUP IDENTIFICATIONIDENTIFICATION OF TRANSFERS CALL PROCESSING INFORMATION MESSAGE WAITING CALLER NUMBER CALLER ID INFORMATION OUTSIDE LINE IDENTIFICATION CALLING PARTY NAME OVERRIDE IDENTIFICATION CALLING PARTY NUMBER PROGRAMMED MESSAGE DISPLAY CONFERENCE INFORMATION SOFT KEYS DATE AND TIME DISPLAYSTOPWATCH TIMER DIALED BY NAME TEXT MESSAGING (L Version) DIALED NUMBER UCD SUPERVISOR DISPLAYS 4.3 DISPLAY FEATURE DESCRIPTIONS ACCOUNT CODE DISPLAY Account codes are conveniently displayed for easy confirmation. If entered incor- rectly, users may press the ACCOUNT key again and reenter the account code. CALL DURATION TIMER The system can automatically time outside calls and show the duration in minutes and seconds. Station users may manually time calls by pressing the TIMER button. CALL FOR GROUP IDENTIFICATION When a call is made to a station group, the display shows [CALL FOR GROUP] and the user’s group number. These calls can be answered with a different greet- ing than calls to the user’s extension number. CALL PROCESSING INFORMATION During everyday call handling, the keyset display will provide information that is helpful and in some cases invaluable. Displays such as [CALL FROM 203], [TRANSFER TO 202], [701: RINGING], [TRANSFER FM 203], [708 busy], [Camp on to 204], [Recall from 204], [Call for 501], [message from 204] and [FWD ALL to 204] keep users informed of what is happening and where they are. In some con- ditions, the user is prompted to take action and in other cases the user receives directory information. CALLER ID INFORMATION Caller ID information is dependent on the use of display keysets. The following list explains the displays that are used with Caller ID. 4.40
NAME/NUMBER DISPLAY Each display keyset user can decide if he/she wants to see the Caller ID name or Caller ID number in the display. Regardless of which one is selected to be seen first, the N/N key is pressed to view the other piece of CID information. NEXT CALL In the event that there is a call waiting or a camped-on call at the user’s keyset, the user can press the NEXT key to display the Caller ID information associated with the next call in queue at the station. Either the CID name or CID number will show in the display depending on the N/N selection. SAVE CID/ANI NUMBER At any time during an incoming call that provides CID information, the user may press the SAVE key. This saves the CID number in the Save Number feature. Press- ing the SAVE number redial key will dial the CID number. The system must be using LCR to dial the saved number. STORE CID/ANI NUMBER At any time during an incoming call that provides CID information, the user may press the STORE key. This saves the CID number as a speed dial number in the personal speed dial list. The system must be using LCR to dial the stored number. INQUIRE PARK/HOLD When a user is informed that an incoming call is on hold or has been parked, the user may view the Caller ID or ANI information before he/she retrieves the call. This will influence how the user chooses to handle the call. CID/ANI REVIEW LIST This feature allows display keyset users to review CID information for calls sent to their stations. This list can be from ten to fifty calls in a first in, first out basis. The list includes calls that were answered and calls that rang the user’s station but that were not answered. When reviewing this list, the user can press one button to dial the person back. The system must be using LCR to dial the stored number. INVESTIGATE This feature allows selected stations with a special class of service to investigate any call in progress. If CID/ANI information is available for an incoming call, the selected stations can know to whom the iDCS 500 user is speaking. On outgoing calls, the selected stations can see who was called. After investigating, the se- lected stations may barge-in on the conversation, disconnect the call or hang up. ABANDON CALL LIST (50) The system has a system-wide abandon call list that stores CID/ANI information for calls that rang but were not answered. The list is accessed using the operator’s 4.41
passcode. When reviewing this list, you are provided options to CLEAR the entry or DIAL the number. You can use the NND key to toggle between the CID name, CID or ANI number and the date and time the call came in. The system must be using LCR to dial numbers from the abandon call list. The abandoned call list will store up to 50 unanswered calls on iDCS 500-M version software and 100 unanswered calls on iDCS 500-L version software. CALLING PARTY NAME For intercom calls, display keysets show the calling party’s name before answer- ing. 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 extension 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 dis- play 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. 4.42
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. 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 call- ing 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 (iDCS 500-L version software only) 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 30 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- 4.43
ming (MMC 318) will receive the TMSG soft key in the display and can use this feature. 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 number 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). 4.44
SAMPLE DISPLAYS 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. Idle display shows extension, name, day, date and time.This station is camped-on to extension 203 and is waiting for 203 to answer. This station in the sales department is receiving a group call from Mr. Smith.This display tells you this is a new incoming call to the sales department. This station is calling station 203 which is currently busy.This station is receiving an off-hook voice announcement from station 203. This station is on a conference call with John, extension 203. Assume other parties will hear your conversation.This station is on a conference call with extension 202 and trunk 702 and has the option to add two more parties. This station is transferring a call to John at extension 203.This station is receiving a call from extension 201. This station is setting the Do Not Disturb feature.This station is speaking on trunk 703. 209:Tim Kelly FRI 23 Sep 02:54 Call for 501 202 Mr. Smith 203: Busy CBK MSG CAMP Conf with 203 John Transfer to 203 John DO NOT DISTURB ON OFFCamp on to 203 Wait for answer Call for 501 706 Local #6 OHVA from 203 REJECT CONF:202 702 CONF Call from 201 Operator 703 Local 3 CONF PAGE MUTE 4.45
SAMPLE CALLER ID DISPLAYS SAMSUNG TELECOM CALL FOR:500 This display shows an incoming call from Samsung Telecom ringing at group 500. 13054264100 702:RINGING This display shows an incoming call from 1- 305-426-4100 on Line 702 ringing directly at your station. SAMSUNG TELECOM CLEAR NND DIAL This display shows an entry in a station review list showing the three initial options. The arrow indicates other options available to you by pressing the SCROLL key. SAMSUNG TELECOM BARGE NND DROP This display shows an investigation of a station that is talking to Samsung Telecom. Investigator can BARGE-in to the conversa- tion, DROP the call from the system or examine further NND information.This display shows the information on the abandoned call list. This call came in on May 25 at 9:41 on line 702. The user can CLEAR the entry, DIAL the caller back or examine further NND information. A.M. TALKING TO:203 BARGE DROP 13054264100 TRANSFER FM 201 This display shows a call from 1-305-426- 4100 that has been transferred to you from station 201. 05/25,09:41,702 CLEAR NND DIAL SAMSUNG TELECOM ANS NND IGNORE This display is seen while using the INQUIRE feature. It shows the three options available while you are checking on a held or parked call. 13054264100 NEXT NND ANS This display is seen while examining calls in queue at your keyset. This display can be seen when investigatin an intercom call. The investigator can BARGE-in or DROP the connection. 4.46