Samsung OfficeServ 100 General Description Manual page 61

UCD Groups
The UCD group option allows callers in queue at a UCD group to be temporarily diverted to
an announcement device and then placed back in the queue. A wrap-up timer will allow
agents to complete paperwork before receiving the next UCD call.
Call Statistics
UCD 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 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 an-
swered and the average call length for the current day.
Group Supervisors
Multiple supervisors can be assigned to each group or one station can be given supervisor status for
multiple groups. The group supervisor (using a display keyset) can add and delete agents in real time
to/from the group to handle the workload.
Printed Reports
Agent supervisors may run printed reports to a customer-provided printer, showing the data avai
lable on the supervisor displays.
Universal Answer (Night Bell)
Station users may dial the Universal Answer code or press the UA key to answer any outside
lines programmed to ring the UA device. The UA device can be a station, group of stations,
common bell or ring over page.
Virtual Extensions
The system has a number of virtual extensions available. These can be used for a number of
functions such as Hot Desking. Computer Telephony Integration (CTI) and pre-programmed
call forwarding. Systems provide both SLT and digital line (DLI) virtual extensions.
Voice Mail: In-band Integration
The system uses DTMF tones (in-band 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 a key to retrieve messages from the voice mail system. A Voice Mail Trans-
fer (VT) key permits keyset users to easily transfer a caller directly to an individual voice
mailbox without navigating through menus.
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