Samsung DCS Compact II General Description Manual page 42

DCS Compact II General Description
Transfer
System operation permits station users to transfer calls to other stations in the
system. Transfers can be screened, unscreened or camped–on to a busy station.
Trunk Groups (11)
Outside lines can be grouped for easy access by dialing a code or pressing a
button. There are 11 trunk groups available. Access codes are 0 and 80–89.
Uniform Call Distribution (UCD/ACD)
UCD/ACD is used whenever the user expects to have more ringing calls than
people to answer them. It prevents callers from receiving busy signals or lengthy
delays before answering. Callers reaching a busy station group are held in queue
for an available agent. First and second announcements reassure the caller until
an agent becomes free. Up to five separate UCD/ACD groups can be created.
Programmable automatic logout removes a station from the group if a call is
placed to an unattended station, this preventing unanswered calls. A wrap–up
timer prevents calls to a station for a programmable period of time to allow the
agent to finish up work associated with the call.
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Maximum of five Groups
The UCD/ACD group option allows callers in queue at an UCD/ACD group
to be diverted temporarily to a customer–provided announcement device
and then placed back in the queue. A wrap–up timer allows agents to
complete paperwork before receiving the next UCD/ACD call.
Call Statistics
The UCD/ACD supervisor positions using a display keyset can monitor the
number of calls in queue, the time that the oldest caller has been waiting,
the total number of calls received for the current day and the average time
a caller waits to be answered.
Agent Statistics
UCD/ACD supervisor positions using a display keyset can monitor the
number of agents in a group and how many agents are currently logged in.
Each station's status can be reviewed for the number of calls answered and
the average call length of the current day.
Generic UCD/ACD Statistics
The following statistics report can be printed out on a per UCD/ACD group
basis either once a day or on request by the supervisor.
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Chapter 4. Features