Trunk Groups; Universal Answer; Virtual Extensions; Voice Mail - Samsung OfficeServ 500 General Description Manual

TRUNK GROUPS

Outside lines can be grouped for easy access by dialing a code or pressing a button.There are 30 trunk groups
available.
UNIFORM CALL DISTRIBUTION (UCD)
UCD is a call distribution method by which callers in a queue are routed to the next available agent. While
waiting in a queue a canned or customized announcement can be periodically played to the caller based on
a programmable timer while retaining their place in the queue. Statistical and historical reports are available
to assist supervisors in managing a call center. See Call Center.

UNIVERSAL ANSWER

Station users may dial the Universal Answer code or press the UA key to answer any outside lines pro-
grammed to ring the UA device. The UA device can be a station, group of stations, common bell or ring over
page.

VIRTUAL EXTENSIONS

The OfficeServ 500 has a number of virtual extension ports encoded in the system database. They can be
assigned as keyset or single line analog ports. The M version has 62 and the L version has 118. These ports
have all the attributes of an actual station port including call forwarding. These virtual ports can be
exchanged with real station ports using the set relocation feature to provide hot desking.

VOICE MAIL

Inband Signalling
The OfficeServ 500 system uses DTMF tones (inband signalling) to communicate with any compatible voice
mail system. Stations can call forward to a voice mail system. When answered, the system will send DTMF
tones routing the caller directly to the called station user's mailbox. Keyset users can press one button to
retrieve messages from the voice mail system. A Voice Mail Transfer key permits keyset users to easily trans-
fer a caller directly to an individual voicemail box without navigating through menus.
Note: Although most voice mail systems will work with the OfficeServ 500, the system data has default val-
ues set to work with the Starmail Voice Processing System. They may need to be changed if you are using
another system.
Integrated (In-Skin)
The OfficeServ 500 can be equipped with either the SVMi-8E or SVMi-16E proprietary voice mail/auto atten-
dant card from Samsung. These cards are expandable to 8 and 16 ports respectively. Because it is built into
the system it provides such features as one touch call record, answering machine emulation, and voice mail
box administration with interactive keyset displays. See separate SVMi-8E/16E Documentation.
Voice Over Internet Protocol (VoIP)
The OfficeServ 500 system is VoIP enabled and as such supports the following VoIP services:
1) H.323 Trunking to another H.323 Gateway.
2) IP Telephone Sets:
a) OfficeServ ITP-5121D Keyset
b) OfficeServ ITP-5112L Keyset
c) OfficeServ ITP-5107S Keyset
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