Samsung Dcs 50si General Description Manual
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4.7 CALL STATISTICS CALLS IN QUEUE NOW How many calls are currently in queue. This statistic is a real time statistic and so will not print on a report. ABANDONED CALLS This shows the number of callers that reached the UCD group, but hung up before being answered. A high number probably means that there are not enough agents available and the wait time is too long. AVERAGE RING TIME This is calculated from the time an agent begins to ring until the time an agent answers the call, this does not include ringing at an agent station that does not answer or is logged out because of the ring next option. NUMBER OF TIMES ALL AGENTS BUSY This is the number of times that a call is placed to an UCD group and all agents are busy or out of group. This check is made when the call is first placed to the group. Example: If there are 5 members in a group, 3 are Out of Group one is busy and one is idle, and a call is placed to the group, because there is an idle station the all agents busy counter is not incremented. If the idle station rings, does not answer and is logged out, although the condition of the group is now all agents busy, the check has been made and the agent busy statistic does not increment. Also if a call comes into a group with all agents busy and then one becomes idle, the busy counter will increment because the check has been made. AVERAGE TIME IN QUEUE This is calculated as an average of all the calls that were in queue. Note that this is ONLY an average of the calls that were in queue. The caller must have overflowed to the UCD recording to be considered in queue. A call is considered in queue until it is answered or until it goes to the final destina- tion. TOTAL CALLS RECEIVED The total number of times that calls were sent to a group. This includes calls that were answered by the group, calls that went to a group with all agents busy or out of group, calls that are abandoned and calls that go to UCD final destination. This includes intercom calls to the UCD group. 4.7.1
If this number is less than the total calls received by all the agents it is possible that calls were transferred from one agent to another. If this number is more than the total calls received by all the agents it is possible that calls were unanswered by an agent and went to final destination or callers hung up while in queue. This statistic includes: a) Calls answered by agent. b) Calls that are not answered by an agent and go to final destination. c) Calls that are sent to the UCD group but callers hang up before being answered. LONGEST QUEUE TIME TODAY This shows the longest call in queue today. The queue time is calculated as fol- lows: a) Queue time begins when a caller starts to hear the first UCD message. b) Queue time ends when a caller is either Answered by an agent System gets disconnected from C.O. or Caller is transferred to final destination LONGEST QUEUE TIME NOW This shows the longest call currently in queue. The queue time is calculated as follows: a) Queue time begins when a caller starts to hear the first UCD message. b) Queue time ends when a caller is either Answered by an agent System gets disconnected from C.O. or Caller is transferred to final destination 4.7.2
4.8.1 4.8 AGENT STATISTICS LOGGED IN The number of stations programmed in the UCD group and the number of stations that are currently logged in. This statistic is a real time statistic and so will not print on a report. STATUS This screen shows the agents name, extension number and status. The status can be In Group, Out of group or in DND. This statistic is a real time statistic and so will not print on a report. CALLS ANSWERED The total number of calls answered by the agent. This does not include ring no answer to an agent station. If this total number is less than the calls received by the group it is possible that calls were unanswered by an agent and went to final destination or that callers hung up while in queue. If this total number is more than the calls received by the group it is possible that calls were transferred from one agent to another. AVERAGE CALL TIME This is an average of all the call durations for the agent AVERAGE RING TIME This is an average of all the ring times for the agent. Ring times are previously explained.
5.1 PART 5. GENERAL USER INFORMATION 5.1 RADIO FREQUENCY INTERFERENCE WARNING: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is oper- ated in a commercial environment. This equipment generates, uses and can radiate radio frequency energy. If not installed and operated in accordance with the instruction manual, it may cause interference with radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be re- quired to correct the interference at his own expense. The following measures can be tried: 1. Reorient the receiving antenna. 2. Relocate the telephone with respect to the receiver. 3. Move the telephone equipment away from the receiver. 4. Plug the Key Service Unit into a different AC outlet so that the KSU and receiver are on different circuits. 5.2 FCC REQUIREMENTS The DCS 50si Private Automatic Branch Exchange (PABX) system complies with part 68 of the Federal Communications Commission Rules and Regulations. UNAUTHORIZED MODIFICATIONS Any changes or modifications performed on this equipment that are not expressly ap- proved in writing by SAMSUNG TELECOMMUNICATIONS AMERICA could cause non- compliance with the FCC rules and void the user’s authority to operate the equipment. NOTIFICATION TO TELEPHONE COMPANY The customer must notify the telephone company of the particular line to which the con- nection will be made and provide it with the FCC registration number and the Ringer Equivalence Number (REN) of the protective circuit. On the right side of the PABX System is a label that contains the FCC registration number and ringer equivalence number (REN) for this equipment. FCC Registration Numbers: A3LKOR-32706-KF-E or A3LKOR-32705-MF-E Ringer Equivalence Number: 0.5 B TELEPHONE CONNECTION REQUIREMENTS The Federal Communications Commission (FCC) has established rules which permit the DCS 50si to be connected directly to the telephone network using telephone company network access jacks.
5.2 5.3TELEPHONE COMPANY INTERFACES NOTE: Allowing this equipment to be operated in such a manner as to not provide for proper answer supervision is a violation of part 68 of the FCC’s rules. RINGER EQUIVALENCE (REN) The REN is used to determine the quantity of devices which may be connected to the telephone line. Excessive RENs on the telephone line may result in the devices not ring- ing in response to an incoming call. In most but not all areas, the sum of the RENs should not exceed 5.0. To be certain of the number of devices that may be connected to the line, as determined by the number of RENs, contact the telephone company to determine the maximum REN for the calling area. INCIDENCE OF HARM If the terminal equipment, the DCS 50si, causes harm to the telephone network, the tele- phone company will notify you in advance that temporary discontinuance of service may be required. But if advance notice is not practical, the telephone company will notify the customer as soon as possible. Also, you will be advised of your right to file a complaint with the FCC if you believe it is necessary. CHANGES TO TELEPHONE COMPANY EQUIPMENT OR FACILITIES The telephone company may make changes in its facilities, equipment, operations or procedures that could affect the operation of the equipment. If this happens, the tele- phone company will provide advance notice in order for you to make the necessary modi- fications so that you may maintain uninterrupted service. SERVICE CENTER If trouble is experienced with the DCS 50si, please contact your local SAMSUNG TELE- COMMUNICATIONS AMERICA at (305) 592-2900 for repair or warranty information. If the trouble is causing harm to the telephone network, the telephone company may re- quest that you remove the equipment from the network until the problem is resolved. FIELD REPAIRS Only technicians certified on the DCS 50si are authorized by SAMSUNG TELECOMMU- NICATIONS AMERICA to perform system repairs. Certified technicians may replace modu- lar parts of a system to repair or diagnose trouble. Defective modular parts can be re- turned to SAMSUNG TELECOMMUNICATIONS AMERICA for repair. GENERAL This equipment must not be used on coin telephone lines. Connection to party line service is subject to state tariffs. HEARING AID COMPATIBILITY All models of the keyset are hearing aid compatible as specified in Part 68 of the FCC Rules.
5.3 DISA WARNING Lines that are used for Direct Inward System Access feature must have the disconnect supervision options provided by the telephone company insist that your service company verify this. WARNING: As it is impossible to prevent unauthorized access to your telephone system by “hackers”, we suggest that you do not turn the DISA feature on unless you intend to use it. If you do use this feature, it is good practice to frequently change passcodes and peri- odically review your telephone records for unauthorized use. 5.4 SAFETY TESTS The DCS 50si system has been tested to comply with safety standards in the United States as listed below. This system is listed with Underwriters Laboratories. LISTED 83X3 E118093 Project No.: 98NK12204 5.5 MUSIC ON HOLD WARNING IMPORTANT NOTICE: In accordance with US copyright laws, a license may be required from the American Society of Composers, Authors and Publishers (ASCAP) or other simi- lar organizations if copyrighted music is transmitted through the Music on Hold feature. SAMSUNG TELECOMMUNICATIONS AMERICA hereby disclaims any liability arising out of failure to obtain such a license. 5.6 EQUAL ACCESS REQUIREMENT This equipment is capable of providing user access to interstate providers of operator services through the use of access codes. Modifications of this equipment by call aggregators to block access dialing codes is a violation of the Telephone Operator Con- sumers Act of 1990 and Part 68 of the FCC Rules.