CALL CENTER

ACD/UCD Call Centers are required when the user expects to have more ringing calls then people (agents) to answer them. This functionality prevents callers from receiving busy signals or lengthy ring delays before answering. Callers reaching a busy group with no available agents are held in queue for the next available agent. First and second announcements reassure the caller until an agent becomes available.

The OfficeServ 7200 can have 20 simultaneous ACD/UCD groups with a maximum of 48 agents per group. Any time there are one or more calls in queue and no available agents, the longest waiting call will automatically be distributed to the next available agent. When there are no calls in queue the next new call will be routed to the next idle agent according to a specified distribution method.

There are two available reporting options to support the [system] call center functionality. The embedded basic reporting package included with the telephone system is ideal for small informal call center solutions as it provides simple ACII text reports to a customer provided LAN printer, as well as informational displays at a supervisor’s display telephone. The more sophisticated call center may require the optional OfficeServ DataView CTI application that provides historical reporting, agent and call monitoring and wallboard dis- plays.

NOTE: Some features require optional hardware or software. Ask your authorized Samsung Dealer for details.

Agent Busy / Manual Wrap-Up Key

This UCD group feature allows an agent to have a programmed button that when depressed will remove the keyset from free status within the group. The agent can depress the button again to return the keyset to free status. This provides a method for agents to manually extend their wrap-up time when necessary. This also allows agents to perform other duties such as receiving or making telephone calls without having to log out of the group.

Agent PIN (ID) Numbers

When desired this feature allows agents to be assigned a PIN number to use when logging in and out of a UCD group.This allows an agent to move from location to location and retain their productivity records.There are a total of 300 PIN numbers available in the system.

Agent Login & Logout

At any time agents may login or out of a station call group by dialing an access code or simply pressing the IOG button for the selected group. A red LED on the IOG button indicates you are in the group.

Automatic Logout

This feature allows the system to further limit ringing delays by automatically logging out stations that are unattended. If a call is delivered to a station that does not answer after a programmable number of rings, the station is automatically logged out of the group so that no further call attempts will be made until the agent has logged back in.

Automatic Wrap-up Timer

The wrap-up timer prevents calls to an agent for a programmable period of time. This allows the agent to finish up paper work associated with the last call.

Priority Call Queuing

This feature places calls to a station queue ahead of other calls based on priority level (1-9). The system compares the DID number, Caller ID, or trunk ID to a preprogrammed table and assigns the call a corresponding priority that places it in the appropriate position in the queue. This functionality is ideal when specific customers require special treatment.

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