Samsung Dcs 50si General Description Manual

							

4.3.1
DISPLAY FEATURES
ACCOUNT CODE DISPLAYENHANCED STATION PROGRAMMING
CALL DURATION TIMERIDENTIFICATION OF RECALLS
CALL FOR GROUP IDENTIFICATIONIDENTIFICATION OF TRANSFERS
CALL PROCESSING INFORMATIONMESSAGE WAITING CALLER NUMBER
CALLER ID INFORMATIONOUTSIDE LINE IDENTIFICATION
CALLING PARTY NAMEOVERRIDE IDENTIFICATION
CALLING PARTY NUMBERPROGRAMMED MESSAGE DISPLAY
CONFERENCE INFORMATIONSOFT KEYS
DATE AND TIME DISPLAYSTOPWATCH TIMER
DIALED NUMBERUCD SUPERVISOR DISPLAYS
4.3 DISPLAY FEATURE DESCRIPTIONS
ACCOUNT CODE DISPLAY
Account codes are conveniently displayed for easy confirmation. If entered incor-
rectly, users may press the ACCOUNT key again and reenter the account code.
CALL DURATION TIMER
The system can automatically time outside calls and show the duration in minutes and
seconds. Station users may manually time calls by pressing the TIMER button.
CALL FOR GROUP IDENTIFICATION
When a call is made to a station group, the display shows [CALL FOR GROUP]
and the user’s group number. These calls can be answered with a different greet-
ing than calls to the user’s extension number.
CALL PROCESSING INFORMATION
During everyday call handling, the keyset display will provide information that is
helpful and in some cases invaluable. Displays such as [CALL FROM 203], [TRANS-
FER TO 202], [701: RINGING], [TRANSFER FM 203], [708 busy], [Camp on to
204], [Recall from 204], [Call for 501], [message from 204] and [FWD ALL to 204]
keep users informed of what is happening and where they are. In some conditions,
the user is prompted to take action and in other cases the user receives directory
information.
CALLER ID INFORMATION
Caller ID information is dependent on the use of display keysets. The following list
explains the displays that are used with Caller ID.
NAME/NUMBER DISPLAY
Each display keyset user can decide if he/she wants to see the Caller ID name or
Caller ID number in the display. Regardless of which one is selected to be seen
first, the N/N key is pressed to view the other piece of CID information. 
						

							

4.3.2
NEXT CALL
In the event that there is a call waiting or a camped-on call at the user’s keyset, the
user can press the NEXT key to display the Caller ID information associated with
the next call in queue at the station. Either the CID name or CID number will show
in the display depending on the N/N selection.
SAVE CID NUMBER
At any time during an incoming call that provides CID information, the user may
press the SAVE key. This saves the CID number in the Save Number feature.
Pressing the SAVE number redial key will dial the CID number. The system must
be using LCR to dial the saved number.
STORE CID NUMBER
At any time during an incoming call that provides CID information, the user may
press the STORE key. This saves the CID number as a speed dial number in the
personal speed dial list. The system must be using LCR to dial the stored number.
INQUIRE PARK/HOLD
When a user is informed that an incoming call is on hold or has been parked, the
user may view the Caller ID information before he/she retrieves the call. This will
influence how the user chooses to handle the call.
CID REVIEW LIST
This feature allows display keyset users to review CID information for calls sent to
their stations. This list can be from ten to fifty calls in a first in, first out basis. The list
includes calls that were answered and calls that rang the user’s station but that
were not answered. When reviewing this list, the user can press one button to dial
the person back. The system must be using LCR to dial the stored number.
INVESTIGATE
This feature allows selected stations with a special class of service to investigate
any call in progress. If CID information is available for an incoming call, the se-
lected stations can know to whom the investigated user is speaking. On outgoing
calls, the selected stations can see who was called. After investigating, the se-
lected stations may barge-in on the conversation, disconnect the call or hang up.
ABANDON CALL LIST (50)
The DCS 50si has a system-wide abandon call list that stores CID information for
the last 50 calls that rang but were not answered. The list is accessed using the
operator’s passcode. When reviewing this list, the user is provided options to CLEAR
the entry or DIAL the number. The user can use the NND key to toggle between the
CID name, CID number and the date and time the call came in. The system must
be using LCR to dial numbers from the abandon call list. 
						

							

4.3.3
CALLING PARTY NAME
For intercom calls, LCD 24B and LCD 12B keysets show the calling party’s name
before answering. The names must be stored in the system directory list and can
be up to 11 characters long.
CALLING PARTY NUMBER
When an intercom call is received, all display stations show the calling party’s ex-
tension number before the call is answered.
CONFERENCE INFORMATION
When a conference is set up, each extension and outside line number is displayed
at the controlling station when it is added. When a station is added, its display
shows [Conf with xxx] alerting the user that other parties are on the line.
DATE AND TIME DISPLAY
In the idle condition, the current date and time are conveniently displayed. Display
keysets can have a 12 or 24 hour clock in either the ORIENTAL or WESTERN
display format with information shown in upper case or lower case letters.
DIALED NUMBER
When an outside call is made, digits are displayed as the user dials them. If the
display indicates an incorrect number was dialed, the user can quickly hang up
before billing begins.
ENHANCED STATION PROGRAMMING
Personal programming options are easier to select and confirm with the help of the
display.
IDENTIFICATION OF RECALLS
Hold recalls and transfer recalls are identified differently than other ringing calls.
Hold recalls indicate the recalling line or station number and the associated name.
Transfer recalls indicate the recalling line or station and where it is coming from.
IDENTIFICATION OF TRANSFERS
The display will identify who transferred a call to the user.
MESSAGE WAITING CALLER NUMBER
When the message indication is on, pressing the MESSAGE button displays the
station number(s) of the person(s) who have messages for the user. Display keyset
users can scroll up and down to view message indications.
OUTSIDE LINE IDENTIFICATION
Each line can be identified with an 11 character name. Incoming calls display this
name before the call is answered. This feature is helpful when individual lines must
be answered with different greetings. 
						

							

OVERRIDE IDENTIFICATION
If another station barges-in on a user’s conversation, the display will alert the user
with a [Barge from 2xx] display if the system is set for barge-in with tone.
PROGRAMMED MESSAGE DISPLAY
Preprogrammed station messages set by other stations are displayed at the calling
station’s keyset.
SOFT KEYS
Below the display, there are three soft keys and a SCROLL button. These keys
allow the user to access features in his/her class of service without requiring the
keyset to have designated feature keys.
STOPWATCH TIMER
Display keyset users find this feature very convenient to time meetings, calls and
other functions. Users simply press once to start the timer and press again to stop
the timer.
UCD SUPERVISOR DISPLAYS
With the optional SMISC2 card, when UCD is used, multiple supervisors can view
information about the UCD groups calls or agents.
CALL SCREEN
This allows the supervisor to view how many calls are in queue, the longest wait
time, how many calls have been received today, what the average time in queue is
and how many calls were abandoned.
AGENT SCREEN
This allows the supervisor to monitor how many agents are logged in, check each
agents status (IN GROUP, OUT OF GROUP, or DND), view each agents total num-
ber of calls, average call length or average ring time.
NOTE: Accessing this screen will also allow a Supervisor to change the status of
each agent  (IN GROUP, OUT OF GROUP, or DND).
4.3.4 
						

							CONTENTSSAMPLE DISPLAYS
PROSTAR LCD 12B and LCD 24B display model keysets have a large, easy-to-read,
32 character liquid crystal display. Helpful call processing information is provided so
everyday call handling is quick and easy. Here are just some of the displays you may
see.
4–3.5   
						

							CONTENTSSAMPLE CALLER ID DISPLAYS
4–3.6
SAMSUNG TELECOM
CALL FOR:500

 	 
  
 
 

 

   
 
13054264100
702:RINGING

 	 
  
 
 
 
 
     
	 
	
 

SAMSUNG TELECOM
CLEAR NND DIAL



	
	

!  
    



 
 
 
 

 !

 	
 	   #$% &	
SAMSUNG TELECOM
BARGE NND DROP

 	 
  !
 
 

   & 
  


!

()$*+

!

, -$%.  
 
  	 

/  00- 


 	 
  

 
 

 
  
 
 
  

1	   23 
    
 

 #+)$  	, -)  
 
&

 /  00- 




TALKING TO:203
BARGE DROP
13054264100
TRANSFER FM 201

	



     
 	
 


 
05/25,09:41,702
CLEAR NND DIAL
SAMSUNG TELECOM
ANS NND IGNORE

 	     
045$+   
   


!  	
  

& 
  

 & 

13054264100
NEXT NND ANS

 	    / 
 
6  	
 &	

 	 
    !
 
 
 
 !
 

()$*+ 
 -$%.  


 
						

							
SAMPLE UCD DISPLAYS
4.3.7
average time in
queue is 03:51

 !  
 
 7 
 
8      

005 calls in
queue now

  ! 
 
	  
 
 	  5#- 

201: answered
065 calls today

   
    

 
	
124 calls
received today

 5#- 
  
!  


	
  /    
 9
 

   
	 
 
202: Sondra
STATUS: OUT
longest wait
time is 02:24

 
 
 
 
 7 
 
8  
 
 ,  


   
  
 
 
!
    
  
 


	  
 
	 
6
06 available
04 logged in
201: average
call time 04:43

 ! 
  
 
  

    


   
	 
 
  

7
 	 
 
 
 0 *$%5. 
-0-8 
						

							4.4 SAMPLE SMDR PRINTOUT
(WITHOUT CALLER ID)
4.4.1

   
						

							4.5 SAMPLE SMDR PRINTOUT
(WITH CALLER ID)
4.5.1

   
						

							

4.6.1
4.6 SAMPLE UCD REPORT
=======================================================
UCD GROUP 529 : SALES
FROM: SUN 02 Feb 00:00
TO  : 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
AGENT STATISTICS
================
MEMBER  AGENT  NAME         CALLS      AVERAGE    RING
                           ANSWERED   CALL TIME   TIME
--------------------------------------------------------
01      210    JOHN         0002       01:55      00:05
02      211    SAM          0001       02:18      00:06
03      208    MIKE         0003       01:22      00:04
04      207    PETER        0001       03:16      00:05
=======================================================
UCD GROUP 515 : SUPPORT
FROM: MON 03 Jan 08:30
TO  : SUN 02 Jan 02:54
CALL STATISTICS
===============
AVERAGE RING TIME(TIME TO ANSWER)......00:07
NUMBER OF TIMES ALL AGENTS BUSY........00005
AVERAGE TIME IN QUEUE..................01:06
TOTAL CALLS RECEIVED...................00023
LONGEST QUEUE TIME(TODAY)..............01:02
TOTAL CALLS ABANDONED..................00001
AGENT STATISTICS
================
MEMBER  AGENT  NAME          CALLS      AVERAGE   RING
                            ANSWERED   CALL TIME  TIME
--------------------------------------------------------
01      223    FRED         0012       02:33      00:08
02      213    JANE         0010       01:04      00:04