The SVMi-20E allows multi-level customizable Menu Trees. These Menu trees can be very simple or as complex as needed for the application. Callers can be automatically routed based on CID, ANI, CLI, DNIS, and/or Trunk ID information received.

The SVMi-20E (at the time of this writing) can handle from 4 to 12 simultaneous callers depending on which port options are purchased.

There are 500 professionally recorded prompts per language installed that help the caller navigate through the system and 9000 customizable prompts per system that can be added to personalize the application to an organization’s specific needs. The SVMi-20E has three languages included from the factory; English, Spanish, and French/Canadian.

When a caller is routed to an extension and that extension is then forwarded back to the SVMi-20E, the SVMi- 20E will speak default professionally recorded prompts stating the reason the called party did not answer based on their call condition (Busy, No-Answer, Blocked) or speak a customized greeting recorded by the intended extension owner (subscriber).

AUTOMATIC CALL DISTRIBUTION (ACD)

ACD is a call distribution method by which callers in a queue are routed to the next available agent. While waiting in a queue a canned or customized announcement can be periodically played to the caller based on a programmable timer while retaining their place in the queue. Statistical and historical reports are available to assist supervisors in managing a call center. See Call Center.

AUTOMATIC HOLD

While a keyset user is engaged on an outside (C.O.) call, pressing another trunk key, route key or CALL button automatically places the call on hold when Automatic Hold is enabled. Pressing TRSF, CONFERENCE, PAGE or a DSS key always automatically places a C.O. call on hold. Intercom calls can be automatically held only by pressing TRSF or CONFERENCE. Each keyset user can enable or disable Automatic Hold.

BACKGROUND MUSIC

Keyset users may choose to hear music through their keyset speakers when optional external sources are installed. Each user may adjust this level by the use of a volume control program at the selected keyset.

BRANCH GROUP

This feature allows stations included in a branch group to answer a ringing call to another station in the group by simply lifting the handset or going on speakerphone mode. This feature works well when there is a need to answer calls for people who may be away from their desk or when a common answering pool is needed. Calls can be directed to a common bell and then can be answered by anyone in the Branch Group. There are a total of 99 branch groups available, but a station can only be in one branch group.

CALL ACTIVITY DISPLAY

The OfficeServ 7200 will record and buffer all calling activity within the system. With a Call Activity Display (CAD) key, the OfficeServ 7200 will display a “snapshot” of the following information:

•The maximum number of ports that have been used•The maximum number of trunks that have been used•The maximum number of stations that have been used•The current number of ports in use•The current number of trunks in use•The current number of stations in use

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