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Samsung iDCS 500 Administration Manual

Digital communications system, auto attendant and unform call distribution
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Download this manual See also: Programming Manual, Instructions for Using
Enlarged version
AUTO ATTENDANT
AND
UNFORM CALL DISTRIBUTION
ADMINISTRATION GUIDE
iDCS 500
DIGITAL COMMUNICATIONS SYSTEM
November 2001
Samsung Telecommunications America reserves the right without prior notice to revise 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 equipment engineering
and manufacturing may warrant. Samsung Telecommunications America disclaims all liabilities
for damages arising from the erroneous interpretation or use of information presented in this
guide.

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Summary of Contents for Samsung iDCS 500

  • Page 1 November 2001 Samsung Telecommunications America reserves the right without prior notice to revise 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 equipment engineering and manufacturing may warrant.

  • Page 2: Table Of Contents

    TABLE OF CONTENTS OVERVIEW ........1 AUTO ATTENDANT Recording Greetings .

  • Page 3: Overview

    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.

  • Page 4: Auto Attendant

    When the alternate greeting is set, the iDCS 500 system will go into the prompts from your installation and service company) ring plan selected. If a RTO or a RP key is programmed on the iDCS 500 Begin recording after the tone, when finished press the AA RECORD key and alternate greeting is enabled, then the RTO or RP key will FLASH.

  • Page 5: Uniform Call Distribution

    Manually changing an Auto Attendant greeting to an alternate greeting UNIFORM CALL DISTRIBUTION 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. UCD is used to distribute calls to a group of agents.

  • Page 6: Supervisor Key

    Press the UP key. You will be presented with the following display. It shows Your SUPERVISOR key will flash and the keyset display will indicate the you the number of C.O. calls that rang in when all members of the group type of alarm condition (time or number of calls) and an audible alarm will were busy.

  • Page 7: Admin

    Press the UP key. You will be presented with the following display. It shows Clearing Stored Data you the first station in the UCD group, its associated directory name and the Select the CLEAR option. You will be presented with two options—MANU- status of that station (in group, out of group or in DND).

  • Page 8: Call Statistics

    CALL STATISTICS Total Calls Received The total number of times that calls were sent to the UCD group number. The following is a description of statistics that can be viewed by a UCD Su- (This does not include calls sent to a station number that happens to be in pervisor.

  • Page 9: Longest Queue Time Now

    Longest Queue Time Now Average Ring Time This shows the longest call currently in queue. The queue time is calculated This is an average of all the ring times for the agent. Ring times are previ- as follows: ously explained. Queue time begins when a caller starts to hear the first UCD message.

  • Page 10: Sample Ucd Report

    SAMPLE UCD REPORT N O T E S ======================================================= UCD GROUP 530 : SALES FROM: SUN 02 Feb 00:00 : 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...

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