Samsung Idcs 500 Auto Attendant And Unform Call Distribution Administration Guide

							AUTO ATTENDANTAND
UNFORM CALL DISTRIBUTION
ADMINISTRATION GUIDE
iDCS 500
DIGITAL COMMUNICATIONS SYSTEM
November 2001
Samsung Telecommunications America reserves the right without prior notice to rev\
ise infor-
mation in this guide for any reason. Samsung Telecommunications America also reserves the
right without prior notice to make changes in design or components of eq\
uipment engineering
and manufacturing may warrant. Samsung Telecommunications America disclaims all liabilities
for damages arising from the erroneous interpretation or use of informat\
ion presented in this
guide. 
						

							TABLE OF CONTENTS
OVERVIEW
 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
AUTO ATTENDANTRecording Greetings  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Playing Greetings  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
Changing the Greeting  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Manual Ring Plan Mode Service  . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Auto Ring Plan Service  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3UNIFORM CALL DISTRIBUTIONSupervisor   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Alarms   . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Supervisor Key  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Call  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Agent  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Admin  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Call Statistics  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Calls in Queue Now  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Abandoned Calls  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Average Ring Time  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Number of Times All Agents Busy  . . . . . . . . . . . . . . . . . . . . . .10
Average Time in Queue  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Total Calls Received  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Longest Queue Time Today  . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Longest Queue Time Now  . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Agent Statistics  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Logged In  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Status  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Calls Answered  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Average Call Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
Average Ring Time  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Call Status  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Sample UCD Report  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 
						

							OVERVIEW
Your iDCS 500 telephone system is equipped with an integrated option
package to enhance call processing. The improved feature support is in the
form of Auto Attendant and Uniform Call Distribution. One or both may be ac-
tivated in your system.
1 
						

							3
!
Press the AA PLAY key
!
Dial the first AA port (this will usually be 3951)
!
Enter the number of the prompt to play (if in doubt get a list of the
prompts from your installation and service company)
!
The prompt will begin to play along with all subsequent prompts
CHANGING THE GREETINGThe AA card allows the system administrator to call in and change the cur-
rent operating ring plan with its associated greeting to a different ring plan
mode with or without an alternate greeting.!
Call the auto attendant and dial a special passcode while you are listen-
ing to the present operating ring plans associated greeting. Your service
company technician programs the special passcode for you.
!
Dial 1for the first ring plan with its preprogrammed greeting, 2for the
second ring plan with its preprogrammed greeting, 3for the third ring
plan with its preprogrammed greeting, 4for the fourth ring plan with its
preprogrammed greeting, 5for the fifth ring plan with its preprogrammed
greeting, or 6for the sixth ring plan with its preprogrammed greeting.
!
Dial a 0to leave the greeting for that ring plan or a 1 to enable your alter-
nate greeting.
!
Hang up. The selected ring plan with its associated greeting is set.
MANUAL RING PLAN MODE SERVICE!
When the iDCS 500 phone system changes from one of its ring plans, the
AA greeting associated with that ring will also change.
!
When the ring plan of the phone system is changed remotely the ring
plan status of the iDCS 500 phone system is also changed. This means
that a customer who needs to put the system in a different ring plan can
call in remotely and do it.
!
When the alternate greeting is set, the iDCS 500 system will go into the
ring plan selected. If a RTOor a RPkey is programmed on the iDCS 500
and alternate greeting is enabled, then the RTOor RPkey will FLASH.
AUTO RING PLAN SERVICE!
Manually changing an Auto Attendant to a different ring plan without an
alternate greeting. The greeting will change the iDCS 500 system ring
plan until the next scheduled change by the automatic time tables pro-
gram.
2
AUTO ATTENDANT
The auto attendant will answer and process incoming calls without human
intervention. The caller is answered and hears a message prompting him/her
to dial numbers to reach extensions in the phone system or follow other
options provided by the AA card.
Your installation and service company has already designed and pro-
grammed these options for you, including the greetings and messages that
play at different times while the call is being processed.
The only administration associated with this card is the greeting change.
Different day and night greetings may be programmed. These change when
the iDCS 500 system switches from normal day operation to evening opera-
tion. Additionally, an alternate greeting may be recorded to indicate a holi-
day, an emergency or another temporary closure. From time to time, it may
be necessary to manually change the active greeting from the current (day
or night) to the alternate (holiday).RECORDING GREETINGSTo record greetings (or prompts) you must have an AA RECORDkey pro-
grammed on your keyset. Select a quiet place where you will not be dis-
turbed. Each AA card has 2 minutes of recording time.!
Press the AA RECORD key
!
Enter the passcode (this can be supplied by your installation and service
company)
!
Lift the handset and press HANDSET softkey
!
Dial the first AA port (this will usually be 3951)
!
Enter the number of the prompt to record (if in doubt get a list of the
prompts from your installation and service company)
!
Begin recording after the tone, when finished press the AA RECORD key
!
Repeat as necessary
PLAYING GREETINGSYou may play the greetings to check that you are happy with the quality and
content. To do this you must have an AA PLAYkey programmed on your
keyset. 
						

							5 4
!
Manually changing an Auto Attendant greeting to an alternate greeting
will flash the RTO and/or RP button to indicate that the alternate greeting
is set. The system will continue in the selected ring plan until manually
changed. The auto ring plan service will be suspended during this time.
UNIFORM CALL DISTRIBUTION
UCD is used to distribute calls to a group of agents. If the group members
are all busy, UCD controls queue patterns and information messages. It also
provides agent and call statistics in both real time on a keyset display and in
the form of printed reports at a customer-provided printer.
Your installation and service company has already designed and pro-
grammed these options for you, including the group members, timing
parameters, greetings and messages that play at different times while the
call is being processed.SUPERVISOREach UCD group can be assigned one or more optional supervisors. A su-
pervisor can be responsible for more than one UCD group. If you are a su-
pervisor, you will have a special key assigned to your display keyset that will
allow you to administrate the UCD group. Your keyset will have a separate
SUPERVISORkey for each UCD group. UCD alarm conditions will show by
flashing these keys.ALARMSYour installation and service company may have programmed alarm condi-
tions to alert you to the following:!
The number of calls waiting at the UCD group has exceeded a specific
programmed number
!
The amount of time a caller has been waiting has exceeded a specific
programmed time
!
Both options above
When the alarm is activated at your keyset, one of the following will occur:
!
Your SUPERVISOR key will flash and the keyset display will indicate the
type of alarm condition (time or number of calls).
ALARM SUPERVISORorALARM SUPERVISOR
5XX: RING TIME 5XX: QUEUE TIME 
						

							7 6
!
Your SUPERVISOR key will flash and the keyset display will indicate the
type of alarm condition (time or number of calls) and an audible alarm will
sound.
NOTES:
1. Pressing the SUPERVISOR key has no effect on the visual alarm but it
will cancel the audio alarm (stop it from ringing until the next activation—
it is not disabled permanently).
2. Your keyset will indicate a visual alarm condition for as long as the alarm
condition exists.
SUPERVISOR KEYThroughout this guide, the displays used are for example only. The numbers
and names on your display may differ slightly.
Press the SUPERVISOR key. You will be presented with three options:
523: SALES
CALL ADMIN AGENT
The CALL and AGENT options allow the supervisor to view statistics for
each of these areas while ADMIN is used to clear the saved data and run
reports. Let’s explore each of these options by pressing the key directly
below the word on the display.CallWhen you press CALL, you will be presented with the following display. It
shows you how many calls are currently in queue.
000 calls in   
queue now    
Press the UP key. You will be presented with the following display. It shows
you the average amount of time it takes a caller to be answered after the call
begins ringing at a station.
average ring   
time is 00:00  
Press the UP key. You will be presented with the following display. It shows
you the number of C.O. calls that rang in when all members of the group
were busy. It is possible for this total to represent more than one day’s calls
if the AUTO CLEARoption is not turned on.
000 times all  
busy today   
Press the UP key. You will be presented with the following display. It shows
you the average time a caller waits in queue before being answered by an
agent.
average time in
queue is 00:00
Press the UP key. You will be presented with the following display. It shows
you the total number of calls received. It is possible for this total to represent
more than one day’s calls if the AUTO CLEARoption is not turned on.
0000 calls 
received today 
Press the UP key. You will be presented with the following display. It shows
you the longest time a caller waited in queue before answered by an agent.
longest queue
time is 00:00  AgentThroughout the AGENT menu, you can press the SCROLL key at any time
to view an individual station’s data. You can also use the UP and DOWN
keys to move between stations.
When you press AGENT, you will be presented with the following display.
The “available” number shows how many agents are programmed in this
particular UCD group. The “logged in” number shows how many agents are
currently available to take calls (not in Do Not Disturb (DND), logged out or
busy).
06 available   
05 logged in   
						

							9 8
Press the UP key. You will be presented with the following display. It shows
you the first station in the UCD group, its associated directory name and the
status of that station (in group, out of group or in DND).
212: FRED SMITH
status: IN 
NOTE: Press the key directly below the word IN or OUT to change the sta-
tus of the station to the opposite condition. DND cannot be changed here.
Press SCROLL. You will be presented with the following display. It shows
you haw many calls station 212 answered. It is possible for this total to rep-
resent more than one day’s calls if the AUTO CLEARoption is not turned on.
212: answered 
000 calls today
Press SCROLL. You will be presented with the following display. It shows
you the average call duration for this agent.
212: average
call time 00:00 
Press SCROLL. You will be presented with the following display. It shows
you the average amount of time it take for this agent to answer a call.
212: average 
ring time 00:00AdminWhen you press ADMIN, you will be presented with the following display.
The CLEAR option is used to clear (set to 0) the CALL and AGENT data for
the current group (in this case 529, the sales group). The PRINT option is
used to print the CALL and AGENT data for the current group (in this case,
529, the sales group). It requires a customer-provided printer.
529: Sales group
PRINT      CLEAR
Clearing Stored DataSelect the CLEAR option. You will be presented with two options—MANU-
AL and AUTO.
CLEAR GROUP DATA
MANUAL     AUTO!
If you select MANUAL, choose YES or NO to immediately clear the data.
!
If you select AUTO, you can turn the automatic clear function ON or OFF
to clear the data automatically at a programmed time. If you select ON,
you will be prompted to enter a new time to automatically clear the data.
The time is entered in 24 hour format, for example, 11:30 p.m. is entered
2330. Select VIEW to see or change the currently selected AUTO option.
Press the right soft key to turn automatic clearing ON and OFF.
Printing Data/Running ReportsSelect the PRINT option. You will be presented with two options—MANUAL
and AUTO.
PRINT GROUP DATA
MANUAL     AUTO!
If you select MANUAL, choose YES or NO to immediately print the data
to your customer-provided printer.
!
If you select AUTO, you can turn the automatic print function ON or OFF
to print the data automatically at a programmed time. If you select ON,
you will be prompted to enter a new time to automatically print the data.
The time is entered in 24 hour format, for example, 11:30 p.m. is entered
2330. Select VIEW to see or change the currently selected AUTO option.
Press the right soft key to turn automatic printing ON and OFF. 
						

							11
Total Calls ReceivedThe total number of times that calls were sent to the UCD group number.
(This does not include calls sent to a station number that happens to be in
a UCD group, the call must be sent to the group number 530 - 549).
This statistic 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.
If this number is less than the total calls received by all the agents it is pos-
sible 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:!
Calls answered by agent.
!
Calls that are not answered by an agent and go to final destination.
!
Calls that are sent to the UCD group but callers hang up before being
answered.
Longest Queue Time TodayThis shows the longest call in queue today. 
The queue time is calculated as follows:
Queue time begins when a caller starts to hear the first UCD message.
Queue time ends when a caller is either: !
Answered by an agent.
!
System gets disconnect from C.O. or
!
Caller is transferred to final destination.
CALL STATISTICSThe following is a description of statistics that can be viewed by a UCD Su-
pervisor.Calls in Queue NowHow many calls are currently in queue.
This statistic is a real time statistic and so will not print on a report.Abandoned CallsThis 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 TimeThis 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 BusyThis is the number of times that a call is placed to a UCD group and all
agents are busy or out of group. This check is made when the call is first
placed to the group. If all agents are busy or logged out this counter is incre-
mented. It will not increment again for this call unless the call is answered
and transferred back into the UCD 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 con-
dition 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 QueueThis 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 heard the first UCD recording to be considered in queue.
10 
						

							Longest Queue Time NowThis shows the longest call currently in queue. The queue time is calculated
as follows:
Queue time begins when a caller starts to hear the first UCD message.
Queue time ends when a caller is either: !
Answered by an agent.
!
System gets disconnect from C.O. or
!
Caller is transferred to final destination.
AGENT STATISTICSEach statistic in this category can be read individually for each UCD agent.Logged InThe 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.StatusThis screen shows the agents name, extension number and status. The sta-
tus can be in Group, Out of group or in DND. This statistic is a real time sta-
tistic and so will not print on a report.Calls AnsweredThe total number of calls received by the agent. This does not include ring
no answer to a agent station.
If the total number of all agent calls 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 the total number of all agent calls is more than the calls received by the
group it is possible that calls were transferred from one agent to another.Average Call TimeThis is an average of all the call durations for the agent.
Average Ring TimeThis is an average of all the ring times for the agent. Ring times are previ-
ously explained.CALL STATUS (CS)This key may be programmed on each agent keyset to provide an indica-
tion of waiting calls at the UCD group.
This key has no effect when pressed, but will flash  amber or red to indicate
that calls are waiting. 
There are two levels that can be programmed for this key, the are CS level
1 and CS level 2.
By default these levels are 05 for level 1 and 10 for level 2. This means that
when there are 5 or more calls in queue at the UCD group the CS key will
flash amber, when there are 10 or more calls in queue at the UCD group the
CS key will flash red. These levels can be changed by your service compa-
ny.
13 12 
						

							=======================================================
UCD GROUP 530 : 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
14SAMPLE UCD REPORT
N O T E S