Samsung Idcs 500 General Description Manual

							average time in
queue is 03:51
The average time on hold (waiting to be
answered) is three minutes and 51 seconds.
005 calls in
queue now
There are five calls currently waiting to be
answered by the UCD group.
201: answered
065 calls today
The agent at station 201 has answered 65
calls today.
124 calls
received today
The UCD group has received 124 calls
today.There are six members in the group. Four
the members are currently logged in.
202: Sondra
STATUS: OUT
longest wait
time is 02:24
The longest call on hold (waiting to be
answered) was for two minutes, 24 seconds.
This data applies to all calls since the
supervisor data was last cleared. It does not
necessarily represent calls currently in
queue.
06 available
04 logged in
201: average
call time 04:43
The average call length for station 201 is
four minutes and 43 seconds.
Station 202 is currently out of the group.
(The display can also show IN GROUP a
n
DND.)
SAMPLE UCD DISPLAYS
4.47 
						

							SMDR REPORT FOR [STA Miami   ] Mar/21/1999 13:49
===============================================================================
T EXT  AUTH TRK  MM/DD STT.TIME DURATION FG DIALED DIGIT     ACCOUNT CODE
===============================================================================
1 3951      725  03/21 13:51:17 00:00:08 IA
1 3951      725  03/21 13:51:25 00:00:14 IT
1 217       744  03/21 13:51:29 00:00:14 IA
1 235       725  03/21 13:51:39 00:00:06 T
1 219       726  03/21 13:51:25 $  10.75 O  3056401067      *1234567890#
1 217       744  03/21 13:51:43 00:00:40 I
1 278       725  03/21 13:53:40 00:00:07 O  18007864782
1 3951      726  03/21 13:54:45 00:00:07 IA
1 219            03/21 13:55:03             GROUP OUT
1 3951      726  03/21 13:54:52 00:00:30 IT
1 217       726  03/21 13:55:22 00:00:16 TT
1 235            03/21 13:55:30             DND ON
1 218       726  03/21 13:55:38 00:00:33 TT
1 235            03/21 13:57:50             DND OFF
1 279  6398 727  03/21 13:57:32 $  13.25 O  3056401066
1 219            03/21 14:00:45             GROUP IN
1 219       726  03/21 13:56:11 00:05:38 T
1 296       725  03/21 13:54:40 00:07:06 O  3055922900217
1 219       717  03/21 14:03:57 00:00:15 O  19544530000      *1234567890#
Call Type Flag Definitions
0 Outgoing Call
DEDISA
call with
error
I Incoming
CallT Transferred call that
DI DISA
call inwas terminated
DO DISA
call outIT Incoming transfer
FO Outgoing record
ofFI Incoming call forwarded to
forwarded callan external number
IA Incoming
RingOT Outgoing transfer - Outgoing
call
TimeBefore Beingmade and transferred
AnsweredTT Caller received a transferred
call and transferred it again Account Code
1–12 Digits Telephone No. Dialed
1–18 Digits Call Type Flag
2 Characters
Call Duration
Hrs:Mins:Secs
or Call Cost Tim
eCall Made
or Received
Hrs:Mins:Secs
Date Call Made
or Received
Month:Day Authorization Code
4 Digits Tenant
1 DigitC.O. Line No.
2–4 Digits Extension
2–4 Digits
4.4 SAMPLE SMDR PRINTOUT
(WITHOUT CALLER ID)
4.48 
						

							Caller ID
Number
1–15 DigitsCaller ID
Nam
e
1–15 Characters
SMD
R REPORT FOR [STA Miami      ] Mar/21/99 13:49
==================================================================================================================
T EXT  AUTH TRK  MM/DD STT.TIME DURATION FG DIALED DIGIT       ACCOUNT CODE  CID/ANI NUMBER     CID/ANI NAME
==================================================================================================================
1 3951      725  03/21 13:51:17 00:00:08 IA
1 3951      725  03/21 13:51:25 00:00:14 IT                                  13055922900      SAMSUNG TELECOM
1 217       744  03/21 13:51:29 00:00:14 IA
1 235       725  03/21 13:51:39 00:00:06 T                                   13055922900      SAMSUNG TELECOM
1 219       726  03/21 13:51:25 $  10.75 O  3056401067         *1234567890#
1 217       744  03/21 13:51:43 00:00:40 I                                   13055559748      PIZZA DELIVERY
1 278       725  03/21 13:53:40 00:00:07 O  18007864782
1 3951      726  03/21 13:54:45 00:00:07 IA
1 219            03/21 13:55:03             GROUP OUT
1 3951      726  03/21 13:54:52 00:00:30 IT                                  13055922900      SAMSUNG TELECOM
1 217       726  03/21 13:55:22 00:00:16 TT                                  13055922900      SAMSUNG TELECOM
1 235            03/21 13:55:30             DND ON
1 218       726  03/21 13:55:38 00:00:33 TT                                  13055556420      PIZZA DELIVERY
1 235            03/21 13:57:50             DND OFF
1 279  6398 701  03/21 13:57:32 $  13.25 O  3056401066
1 219            03/21 14:00:45             GROUP IN
1 219       726  03/21 13:56:11 00:05:38 T                                   13055922900      SAMSUNG TELECOM
1 296       725  03/21 13:54:40 00:07:06 O  3055922900217
1 219       717  03/21 14:03:57 00:00:15 O  19544530000        *1234567890#
Call Type Flag
Definitions
0 Outgoing Call
DEDISA
call with error
I Incoming CallT Transferred
call that was
DI DISA call interm
inated
DO DISA
call outIT Incom
ing transfer
FO Outgoing record ofFI Incoming call forwarded to
forwarded
callan external num
ber
A Abandoned callOT Outgoing transfer - Outgoing call
IA Incoming Ringm
ade and transferred
TimeBefore BeingTT Caller received a transferred
Answeredcall and transferred
it again Account Code
1-12 Digits Telephone No. Dialed
1–18 Digits
Call Type Flag
2 Characters Call Duration
Hrs:Mins:Secs
or
Call Cost
TimeCall Made
or Received
Hrs:Mins:Secs Date Call Made
or Received
Month:Day Authorization
Code
4 Digits Tenant
1 Digit
C.O. Line No.
2–4 Digits Extension
2–4 Digits
4.5 SAMPLE SMDR PRINTOUT
(WITH CALLER ID/ANI NUMBER)
4.49 
						

							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
4.50 
						

							4.7 UCD 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.
4.51 
						

							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
4.52 
						

							4.8 UCD 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.
4.53 
						

							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 ra-
dio frequency energy. If not installed and operated in accordance with the instruction
manual, it may cause interference with radio communications. Operation of this equip-
ment in a residential area is likely to cause harmful interference in which case the user will
be required 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 iDCS 500 electronic telephone system complies with Part 68 of the Federal Commu-
nications 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.
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.
NOTIFICATION TO TELEPHONE COMPANY
Before connecting the iDCS 500 system to the telephone network, the telephone com-
pany may request the following information:
!Your telephone number or all numbers that will be connected to the iDCS 500 system.
!FCC Registration Numbers:
Key System—Fully Protected A3LKOR-43066-KF-E
Multi-Function (Hybrid)—Fully Protected A3KLOR-43065-MF-E
!Ringer Equivalence Number 0.5 B for TRK-B1
!Ringer Equivalence Number 1.6 B for TRK-C1
5.1 
						

							The iDCS 500 may be configured as a key system or a hybrid system. Depending on the
method of operation, the appropriate FCC number must be given to the telephone com-
pany. Certain features such as pooled access by button or dial access, LCR, off premise
extensions and tie lines may require the hybrid registration. Check with the local tele-
phone company providing the service if you are in doubt. It is the customer’s responsibil-
ity to comply with local telephone company tariffs.
TELEPHONE CONNECTION REQUIREMENTS
The Federal Communications Commission (FCC) has established rules which permit the
DCS to be connected directly to the telephone network using telephone company net-
work access jacks usually referred to as “Registered Jacks.”
5.3TELEPHONE COMPANY INTERFACES
CIRCUIT TYPE DCS FACILITY NETWORK JACK
CARD TYPE INTERFACE CODE
LOOP START LINE TRK-B O2LS2RJ21X
TRK-B1 RJ11C
TRK-C1 RJ14C
T1 04DU9-DN RJ48C
GROUND START T104DU9-BN RJ48C
LINE GTRK 02GS2RJ21X
RJ11C
RJ14C
DID LINE T1 04DU9-BN RJ48C
DID 02RV2-T RJ21X
RJ11C
RJ14C
E & M TIE LINE T1 04DU9-BN RJ48C
E & M TL11M RJ2EX
OFF PREMISES SLI-4 circuit OL13CRJ21X
EXTENSION board only RJ11C
RJ14C
E911 E911 02RV2-O
5.2