Samsung Svmi 8 Complete Integrated Voice Processing General Description Manual

							3
Software Features
The software for the SVMi-8 is installed at the factory. All that is needed is for it to be customized to meet the indi-
vidual requirements of each installation. In some cases even this may not be necessary.
The SVMi-8 software comes equipped with many useful features to fit a wide range of call processing requirements.
SYSTEM FEATURES
!Caller ID Compatible    
!Expandable    
!Fax Detection and Flexible Numbering Plan  
!Keyset Display and Soft Key Support    
!MOH Supply    
!Multiple Mailbox Support    
!Operating Mode-Oriented Call Processing
!Operating Mode Override  
!Proprietary Design    
!Recordable System Prompts    
!Schedule Table  
!Synchronized Clock    
AUTO ATTENDANT FEATURES
!Alphabetic Directory (Multiple)  
!Auto Attendant Routing    
!Automatic After Hours Answering    
!Announce Hold Position   
!Announce  Hold Time   
!Camp On Support    
!Direct to Mailbox    
!Holidays and Special Events    
!Incoming Call Overflow    
!Interruptible Voice Prompts    
!Maximum Greeting Length  
!Multiple Call Handling    
3.1 
						

							!Multiple Language Support    
!Operator Access    
!Single Digit Call Routing   
ACCESS MANAGER
!Call Blocking  
!Call Forwarding 
!Day / Night Personal Greeting  
!Find Me  
!Follow Me (Off Premises Transfer)  
!Hold for Busy Station    
!Multiple Personal Greetings (9)  
!Park and Overhead Page    
!Stored Telephone numbers  
!Weekly Availability Schedule  
VOICE MAIL FEATURES
!Answer Machine Emulation    
!Auto Conversation Record  
!Auto Forward    
!Auto Log In    
!Auto Message Play    
!Broadcast    
!Call Back    
!Call Forward to Voice Mail    
!Call Record  
!Call Back Request Messages   
!Date and Time Stamp    
!Delivery Imperative  
!Direct Messaging / Quick Memo   
!Distribution Lists       
!Extended Prompting  
!External Number Notification    
!External Pager  
!Future Delivery    
!Group and Sort Messages Prior to Play  
!Individual Mailbox Greeting    
!Individual Mailbox Name    
!Individual Mailbox Password    
Software Features
3.2 
						

							!Individually Defined Mailboxes and Extensions  
!Maximum Number of Messages  
!Message Address Verification  
!Message Counter    
!Message Delete   
!Message Delivery Options   
!Message Fast Forward    
!Message Forward With Append     
!Message Length Controls  
!Message Pause    
!Message Play Order    
!Message Replay    
!Message Reply       
!Message Retention Time by Subscriber  
!Message Retrieve    
!Message Rewind    
!Message Save    
!Message Send    
!Message Scan    
!Message Skip    
!Message Undelete       
!Message Waiting Light Indication    
!Multiple Subscriber Mailboxes  
!Name Addressing  
!New / Old Selection    
!Message Alert Notification Schedule   
!One Touch Access    
!Pager Notification Schedule  
!Personal Customized Options    
!Personal Mailbox Administration    
!Private (Confidential) Messages
!Quick Memo    
!Reminder   
!Reply Required  
!Retrieve Public Caller   
!Return Reciept (Certified Messages)  
!Self Memo / Reminder   
!Self Memo / Reminder Categories  
!Speed Control     
Software Features
3.3 
						

							!Subscriber Workload Manager  
!Until… Scheduling  
!Urgent Messages   
!Volume Control    
ADMINISTRATION FEATURES
!Activity Display    
!Administrators Mailbox    
!Auto Delete Subscribers    
!Automatic Setup    
!Back Up And Restore    
!Default Operation    
!Password Security    
!Programming - On Site Or Remote    
!Subscriber Database    
!System Reports   
!Voice Prompted Programming    
!Voice Studio    
AUDIOTEXT FEATURES
!Audiotext    
!Audiotex Librarian   
!Automatic Announcement Delete   
!Announcement Replay   
VOICE FORM QUESTIONNAIRE ( Q & A) FEATURES
!VoiceForm  
!Playback Header Prompt  
!Multiple Response Destinations  
!Team Transcription  
!Unlimited Questions   
Software Features
3.4 
						

							Feature Descriptions
SYSTEM FEATURES
Caller ID CompatibleIf you subscribe to Central Office based Caller ID, the SVMi-8 is compatible. Just as the
Caller ID data appears on keysets, so the same information is saved in your voice mail box for each message you
receive. This can be used for call back or simply to identify the caller. 
ExpandableThe SVMi-8 can be easily field upgraded from 4 ports, to 8 ports by simply adding an additional 4 port
Voice Processing Module. This upgrade doubles the call handling capabilities of the system.  
Fax Detection and TransferThe SVMi-8 can detect a fax call and transfer it to any extension in the system. This
detection can be enabled at any menu and assigned different destinations. For instance, in a menu offering choices
for sales a fax tone would be sent to the sales fax machine, but in a menu offering choices for the finance depart-
ment a fax tone would be sent to the finance fax machine
Flexible Numbering PlanAn organization can assign an extension, a mailbox, or an announcement to any identifi-
cation number from one to ten digits. All of these resources can share the same identification numbering plan with-
out conflict. For example, an organization can have, in one SVMi-8 system, an extension numbered 123, a mailbox
numbered 123 and an announcement numbered 123. In addition, the SVMi-8 can distinguish between variable
length identification numbers beginning with the same digit, such as extension number 1, or 12, or 1234567890.
Keyset Display and Soft Key SupportIf you have a display keyset the number of new messages will be displayed
on it. The display will also echo many of the options available. You will be able to negotiate through the 
SVMi-8 menus using the keyset display and the soft keys below the display to respond to the prompts.
MOH SupplyMusic or announcements may be recorded in the SVMi-8 memory and used by the phone system for
Music On Hold. The recorded announcement or music will play in a continuous loop and may be used to provide
custom on hold announcements or promotional messages. 
Multiple Mailbox SupportThe SVMi-8 can, in principle, support up to 1000 mailboxes, although obviously the 8
port hardware places practical limits on the system according to the individual system traffic, and type of application.  
Operating Mode-Oriented Call ProcessingThe SVMi-8 can be configured to automatically change between up to
99 different customer operating modes, based upon the time of day, day of week, or specific calendar date. During an
operating mode, every aspect of the call automation application, including port utilization; caller scripts; routing solu-
tions; call coverage options; and even an individual subscribers mailbox prompting can be customized to meet the
organizations operating requirements. SVMi-8s Schedule Table automatically changes to the correct mode without
human involvement.
Operating Mode OverrideUnder exceptional circumstances, such as adverse weather conditions or other organiza-
tional emergencies when the office may be inaccessible, the administrator can override the Schedule Table. The
administrator calls the SVMi-8, enters the administrative password, and selects a new operating mode for any or all
ports. The new operating mode can be programmed for the circumstances, or the administrator can simply record a
new company greeting which explains the circumstances to callers.
Proprietary DesignThe SVMi-8 is designed to work specifically with the DCS 50si, DCS and iDCS 500. This allows
tighter integration with the phone system and allows for enhanced features like Call Record, Answer Machine
Emulation and Display and Soft Key support not normally available with third party Voice Mail / Auto Attendant sys-
tems.
Software Features
3.5 
						

							Recordable System PromptsAlthough the SVMi-8 contains all the spoken prompts to provide an operational sys-
tem, some people may want to add or record some additional prompts. This can easily be done using the built in
voice studio. Any prompt in the system can be re recorded. 
Schedule TableThe schedule table automatically controls system mode by individual ports, time of day, day of
week and calendar date without human intervention. It is capable of scheduling ninety-nine mode changes per day
for 366 consecutive days. The administrator can manually override the schedule table at any time from a touchtone
telephone, the system console, or from an administration terminal. For Holidays and Calendar of Events, the
Schedule Table can be used to schedule holiday and special event caller greetings to better inform and serve callers.  
Synchronized ClockThe SVMi-8 clock is responsible for providing each message with a date and time stamp. This
clock is always synchronized with the phone system, as is changing between day and night modes. 
AUTO ATTENDANT FEATURES
Alphabetic Directory (Multiple)Callers who do not know an extension number in the system but do know a name,
may enter the first few letters of the person’s name and be transferred. This system may even be used internally if an
extension number is not known. The SVMi-8 allows for over 1000 unique directory systems, each one can search on
either the first or last name.  
Auto Attendant Routing   The Auto Attendant can transfer or route callers based on the digits they enter. Callers may
be transferred to station, groups or the system directory to select a subscriber based on their name. Additionally, the
Auto Attendant will integrate directly with the Question and Answer system and the Audiotext system. 
Automatic After Hours AnsweringThe Main Auto Attendant greeting for the SVMi-8 changes from the day to the
night greeting automatically when the phone system changes from day to night mode. Multiple additional modes may
be defined for special applications.   
Announce Hold PositionIf callers are allowed to hold for a busy extension, the SVMi-8 is able to intermittently
inform the caller of their place in the queue.
Announce  Hold TimeIf callers are allowed to hold for a busy extension, the SVMi-8 is able to intermittently inform
the caller of the estimated hold time before being answered.
Camp On SupportEach station user on the system may decide if they want the SVMi-8 to transfer additional calls
to them if they are on the phone. Calls transferred to a busy station, if unanswered will be sent to voice mail or any
other destination according to the user’s needs.
Direct to MailboxYou may have mailboxes on the SVMi-8 system that do not have associated stations. This is
ideal if you have a small number of employees in your office but numerous employees outside the office that need to
keep in contact.
Holidays and Special EventsWhen your business closes because of a holiday or special event the SVMi-8 can
provide a special appropriate greeting to your callers. You may create specific holiday schedules so that this process
becomes automatic. 
Incoming Call OverflowThe SVMi-8 may be programmed to answer any or all lines immediately or answer only
the calls that your operator does not pick up. Overflowed calls may be routed to either a mailbox or the main greet-
ing. 
Software Features
3.6 
						

							Interruptible Voice PromptsAt any time during an announcement or greeting, callers may dial a selection and the
SVMi-8 will immediately respond. It is not necessary to listen to all the options if you are a power user and know
what you are doing.
Maximum Greeting LengthThe maximum greeting length can be configured for each subscriber. For example,
greeting length for sales personnel may be up to three minutes, purchasing staff up to five minutes and production
staff two minutes.
Multiple Call HandlingThe SVMi-8 can answer and process up to 8 calls simultaneously, with an additional VPM
installed. 
Multiple Language SupportThe SVMi-8 can support multiple languages, if they have been installed. Callers may
select a language option at the beginning of the call and continue in the chosen language. Additionally, each mailbox
may be assigned a default language, so that each subscriber can use a specific language. Check with your Samsung
Representative for language availability.
Operator AccessCallers may connect with an available operator any time by dialing 0. 
Single Digit Call RoutingA menu processor can be configured to recognize single digit routing options, or use the
same digit as the leading entry of a multidigit routing option. For example, in the menu processor, 1 can be used to
route a caller to the sales department and 103 to transfers the caller to a subscribers extension.
ACCESS MANAGER
The Access Manager is used to manage callers that are trying to reach an individual subscriber. The mailbox owner
may prevent calls from ringing at their extension, or have the calls transferred to any other extension in the phone
system, transferred off-site to any other phone number, or screen the call before answering them. Any of these con-
ditions can be set to be active until a specified time. The SVMi-8 can even be set with a high priority Find Me
instruction that will try to reach the subscriber at multiple locations.
Call BlockingWhile a subscriber has call blocking set active, the SVMi-8 does not attempt to transfer a caller to
the subscribers extension. Instead, it immediately plays the subscribers Call Blocking Greeting - if recorded. If the
Call Blocking Greeting is not recorded, SVMi-8 plays the subscribers Primary No-Answer Greeting - if recorded.
When that greeting is not recorded, SVMi-8 advises the caller that the called party is not available and offers to the
caller additional options.
A subscriber sets Call Blocking active through Access Manager Services. After activating Call Blocking, the sub-
scriber is prompted to indicate how long blocking is to remain active. This feature can be activated for a number of
hours, 1 to 9, for the end of the current business day, for the beginning of the next business day, for a day of the
coming week, for Monday through Sunday, for a specific date, for hour and minute, or until further notice.
Call ForwardingForward All Calls allows a subscriber to have their incoming calls answered by an associate at
another internal extension - it is not used to forward calls to an external telephone number. To have calls connected
an external number, the subscriber use the Designated Location Service.
When calls are forwarded to another associates extension, a caller entering the forwarders extension number will
immediately hear…Transferring to Called Partys Name. Calls are being forwarded to Associates Name. If the
associate answers the call, the associate will be prompted as to who the call is forwarded from.
This feature can be activated for a number of hours, 1 to 9, for the end of the current business day, for the beginning
of the next business day, for a day of the coming week, for Monday through Sunday, for a specific date, for hour and
minute, or until further notice.
Software Features
3.7 
						

							Day / Night Personal GreetingThe Night Personal Greeting works in conjunction with the subscribers Weekly
Availability Schedule. 
During the defined day period SVMi-8 will automatically play the Primary No-Answer Greeting to callers, unless the
subscriber is busy on another call and has recorded a Busy Greeting or Call Blocking is set active, and a Call
Blocking Greeting is recorded. During the time periods a subscriber is not scheduled available to take calls, and does
not have Call Blocking activated, SVMi-8 plays the Night Greeting.
Find MeWhen Find Me is set active, the SVMi-8 attempts to deliver calls to the subscribers designated location,
provided neither Call Blocking, nor Forward All Call, is active. The SVMi-8 first tries to locate the subscriber at the
subscribers designated location. Then, if necessary, it tries each of the subscribers Stored Telephone Numbers until
all numbers have been called.
After each stored telephone number, the SVMi-8 will prompt the caller: Im still trying to locate (called partys
recorded name). If you would like me to continue, please stay on the line. If not, press the pound key for other
options. If SVMi-8 cannot locate the subscriber, the subscribers Call Blocking Greeting is played to the caller.
This feature can be activated for a number of hours, 1 to 9, for the end of the current business day, for the beginning
of the next business day, for a day of the coming week, for Monday through Sunday, for a specific date, for hour and
minute, or until further notice.
Follow Me (Off Premises Transfer)Each subscriber may have their calls automatically forwarded to a designated
location. We call that location, the subscribers Designated Location. A Designated Location can be an internal exten-
sion or an external telephone number. It can be entered digit-by-digit or the subscriber can enter a Stored Telephone
Number Index Digit representing the location of the appropriate number.
Whenever a subscriber sets his designated location to a number other than his extension number, SVMi-8 prompts,
How long do you want this number to be your designated location? 
This feature can be activated for a number of hours, 1 to 9, for the end of the current business day, for the beginning
of the next business day, for a day of the coming week, for Monday through Sunday, for a specific date, hour and
minute, or until further notice.
Hold for Busy StationThe SVMi-8 may be enabled to allow callers to hold for a busy station. When a caller elects
to hold, the SVMi-8 places the caller in a Hold Queue. If additional callers attempt to reach the busy extension and
they choose to hold, they can be informed of their position in the queue and the estimated hold time before being
connected. Callers given the option to hold may be limited to insure that system ports are not monopolized. When
the limit is reached, callers can be routed to other extensions or applications that have been configured to deal with
this condition.
Multiple Personal Greetings (9)When a subscriber does not answer and accept a call, the SVMi-8 will answer.
SVMi-8 recognizes five different reasons why a subscriber does not answer a call. We refer to these reasons as Call
Coverage Conditions. SVMi-8 allows a subscriber to assign a different personal greeting to each Call Coverage
Condition. A condition should be considered a socket into which a personal greeting is plugged. The greeting that
gets plugged into each socket should offer caller options appropriate for that condition.
SVMi-8 provides each subscriber nine (9) personal greetings, labeled 1 through 9. A subscriber can assign (plug in)
any greeting to any Call Coverage Condition. However, when a subscriber first logs on to the SVMi-8, personal
greetings numbered 1, 2, 3, 4, and 5, are assigned to their respective Call Coverage Conditions (No Answer, Busy,
Fwd All/DND, Night and Call Screening). The remaining four personal greetings, labeled 6 through 9 are normally
used as alternatives to the greetings assigned to these conditions.
Software Features
3.8 
						

							Park and Overhead PageFor those users who are frequently away from their desk, the SVMi-8 provides a Park
and Page capability. When a subscriber does not answer a call, the subscribers personal greeting can contain an
option to be paged. When the caller elects to have the subscriber paged, the SVMi-8 parks the call and plays a
prompt through the overhead paging facility that contains the subscribers name and a pick-up code. The SVMi-8
waits a programmable period of time for the subscriber to pick-up the call. When the call is not picked up, the
SVMi-8 notifies the caller and plays the subscribers mailbox greeting.
Stored Telephone NumbersA subscriber can store up to five telephone numbers where they can usually be
reached, this simplifies the follow me feature as it allows the subscriber to quickly activate commonly used settings.  
Weekly Availability ScheduleThe Weekly Availability Schedule tells SVMi-8 the days of the week, and the hours of
the day, that a subscriber is normally available to take calls. When the subscriber does not answer a call during those
time periods, the apropriate Day or Night greeting is played. This schedule may be set by the Administrator or the
Subscriber.
Software Features
3.9 
						

							VOICE MAIL FEATURES
Answer Machine EmulationThis feature allows you to monitor calls being left in your voice mail box through the
speaker of your keyset. In function it is very much like screening a call on your home answer machine.   
Auto Conversation RecordWith the SVMi-8 card installed in your phone system, you may record all the phone
conversations for specific extensions. An optional tone with a programmable delay may be played to alert callers and
employees during the recording process. When calls are recorded, any mailbox settings that would normally effect
maximum message duration, are ignored.
Note
: Call Record utilizes the conference feature. The number of people who can use the CR feature simultaneously,
is limited to the number of available conference circuits in the system.
W
arning:Before using this feature, make sure that you are not violating any state or federal laws. Some states
require that the recorded party be notified. STA is not responsible for any illegal use of this feature.  
Auto ForwardThe Message Auto Forward allows messages left in one mailbox to be automatically forwarded to
another mailbox if the message is not listened to. The delay time before the message is forwarded is programmable
between 00:00 (immediately) and 23:59 (1 day). After the message is forwarded it may be deleted or saved in the
original mailbox. The forwarded message, when accessed by the receiving subscriber, will play this message was
forwarded from subscriber recorded name.
Auto Log InWhen calling Voice Mail, the system can correctly identify you as the caller and ask for your password
(optional). The benefit of this is that you do not have to identify yourself to the SVMi-8, it knows who is calling and
what mailbox you want to access.
Auto Message PlayEach subscriber may choose to select messages to play (new or old) or may configure their
mailbox to automatically play new messages. This is useful if you are in a situation where keystrokes must be kept to
a minimum.  
BroadcastThe designated system administrator can broadcast a message to everyone in the system. Any or all of
the subscribers can be given this option.
Call BackWhen listening to your voice mail messages you may press one key to automatically call back the person
who left you the message, this call back feature may be allowed for internal calls and / or external calls. Long dis-
tance may be either allowed or denied and specific area codes may be allowed or denied. For external calls, Caller ID
is used and therefore must be received from the phone company. 
Call Forward to Voice MailAny station on the phone system may be forwarded to the SVMi-8 voice mail.
Forwarding types are Forward All Calls, Forward Only When Busy, Forward Only When No Answer, or Forward When
either Busy or No Answer.
Call RecordWith the SVMi-8 card installed in your phone system, you may record conversations in progress.
Simply press a button to record the current conversation in your mailbox or any other mailbox. An optional tone with
a programmable delay may be played to callers during the recording process. When calls are recorded, any mailbox
settings that would normally effect maximum message duration are ignored.
Note:
Call Record utilizes the conference feature. The number of people who can use the CR feature simultaneously,
is limited to the number of available conference circuits in the system.
Software Features
3.10