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Samsung 7200 4.8 UCD AGENT STATISTICS, LOGGED IN, STATUS, CALLS ANSWERED, AVERAGE CALL TIME

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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.

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Contents

Page Publication Information Copyright Samsung Telecommunications America PRINTED IN USA 09/05 TABLE OF CONTENTS 1SYSTEM OVERVIEW 2HARDWARE DESCRIPTIONS 3SPECIFICATIONS 4BUSINESS FEATURE PACKAGE 5DATA MODULE FEATURES 6HOTEL/MOTEL FEATURE PACKAGE 7GENERAL USER INFORMATION Convergence: One Solution OfficeServ Management Applications PSTN WAN 1.2 SIZE AND CONFIGURATION LCP 16DLI2 TEPRI MCP SVMi-20E MISC OfficeServ 7200 Cabinet Configuration Front View of the Expansion Cabinet 1.3 MAXIMUM DEVICE QUANTITIES DEVICE TYPE MAXIMUM NOTES MEMORY MICROPROCESSORS PART 2. HARDWARE DESCRIPTIONS MAIN CONTROL PROCESSOR (MCP) MAIN CONTROL PROCESSOR (MCP) DAUGHTER BOARD CAPABILITIES LOCAL CONTROL PROCESSOR (LCP) MULTI-FREQUENCYMODULE (MFM) R2/CID MODULE (RCM) R2/CID-TxMODULE (RCM2) MISCELLANEOUS FUNCTION MODULE (MIS) 8TRK BOARD TEPRI DIGITAL TRUNK BOARD MGI (MEDIA GATEWAY INTERFACE) 8DLI 8SLI 16SLI2 16MWSLI 8COMBO 4WLI WIM (WAN INTERFACE MODULE) LIM (LAN INTERFACE MODULE) 4DSL CARD iDCS 28D KEYSET (See Figure 2–1) iDCS 18D KEYSET (See Figure 2–2) iDCS 8D KEYSET iDCS 64B AOM iDCS 14B STRIP iDCS KDB-DIGITALLINE INTERFACE (FKDBD) iDCS KDB-SINGLELINE INTERFACE (FKDBS) iDCS KDB-FULLDUPLEX (FKDBF) DOOR PHONE INTERFACE MODULE (DPIM) & DOOR PHONE ITP-5012LIP KEYSET (See Figure 2–8) ITP-5021DIP KEYSET (See Figure 2–9) WIRELESS ACCESS POINT (WBS24 COMBO) (See Figure 2–10) Highlights of WBS24 Features WIRELESS INTERNET PHONE (WIP-5000MHANDSETS) (see Figure 2-11) Highlights of WIP-5000MFeatures PART 3. SPECIFICATIONS POWER SUPPLY UNIT Expansion Cabinet Main Cabinet 3.4 CABLE REQUIREMENTS EQUIPMENT 3.5 RINGS AND TONES 3.5.1 RING CYCLES 3.5.1a SYSTEM RING CYCLES RING ON/OFF CYCLE 3.5.3 SYSTEM TONES TONE 3.6 KEYSET LED INDICATIONS CONDITION LED COLOR OfficeServ 7200 Feature Capacities Page PART 4. BUSINESS FEATURE PACKAGE Page 4.1 SYSTEM FEATURE DESCRIPTIONS ACCOUNT CODE ENTRY ACCOUNT CODE KEY ACCOUNT CODE KEY – ONE TOUCH ADMINISTRATOR PROGRAM KEY ALL CALL VOICE PAGE ATTENTION TONE AUDIO MESSAGE WITH ALARM (TIMER) REMINDER AUTHORIZATION CODES AUTOMATIC CALL DISTRIBUTION (ACD) AUTOMATIC HOLD BACKGROUND MUSIC BRANCH GROUP CALL ACTIVITY DISPLAY CALL CENTER EMBEDDED REPORTING PACKAGE OFFICESERV DATAVIEW CALL COSTING CALLER IDENTIFICATION CALLER ID FEATURES Save Caller ID Number Store Caller ID Number Inquire Park / Hold Caller ID Review List Investigate CALL FORWARDING CALL HOLD CALL PARK AND PAGE CALL PICKUP CALL RECORDING CALL WAITING/CAMP-ON CALLER EMERGENCY SERVICE ID (CESID) CENTREX/PBX USE CHAIN DIALING CHAIN FORWARD CONFERENCE CONFERENCE GROUP CUSTOMER SET RELOCATION DATA SECURITY DATABASE PRINTOUT DAYLIGHT SAVING TIME-AUTOMATIC DIRECT INWARD SYSTEM ACCESS (DISA) DIRECT TRUNK SELECTION DIRECTORY NAMES DISA SECURITY DISTINCTIVE RINGING DOOR LOCK RELEASE (PROGRAMMABLE) DOOR PHONES E & M TIE LINES (T1) EXECUTIVE BARGE-IN(OVERRIDE) EXTERNAL MUSIC INTERFACES EXTERNAL PAGE INTERFACES FLASH KEY OPERATION FLEXIBLE NUMBERING GROUND START TRUNKS (T1) INCOMING CALL DISTRIBUTION INCOMING/OUTGOING SERVICE INDIVIDUAL LINE CONTROL IP KEYSETS ISDN SERVICE LIVE SYSTEM PROGRAMMING MEET ME PAGE AND ANSWER MEMORY PROTECTION MESSAGE WAITING INDICATIONS MESSAGE WAITING KEY MUSIC ON HOLD—FLEXIBLE MUSIC ON HOLD – SOURCES NETWORKING Call Intrusion (Barge In) Call Offer/Call Waiting (Camp On) Call Pick-up Across the Network: OPERATOR GROUP OVERFLOW OVERRIDE CODES PAGING PARK ORBITS PRIME LINE SELECTION PRIORITY CALL QUEUING RECALL TO OPERATOR REDIAL REVIEW REMOTE PROGRAMMING—PC RING MODES RING OVER PAGE SINGLE LINE CONNECTIONS SPEED DIAL NUMBERS SPEED DIAL BY DIRECTORY STATION HUNT GROUPS STATION MESSAGE DETAIL RECORDING (SMDR) SYSTEM ALARMS SYSTEM MAINTENANCE ALARMS SYSTEM DIRECTORY TENANT SERVICE (2) TOLL RESTRICTION TOLL RESTRICTION OVERRIDE TONE OR PULSE DIALING TRAFFIC REPORTING TRANSFER TRUNK GROUPS Voice Over Internet Protocol (VoIP) WALKING CLASS OF SERVICE WIRELESS LAN—SeeSection STATION FEATURES 4.2 STATION FEATURES DESCRIPTIONS ADD-ONMODULES APPOINTMENT REMINDER AUTOMATIC PRIVACY BUSY STATION CALLBACK BUSY STATION INDICATIONS (BLF) CALL COVERAGE KEY CALL FORWARD OVERRIDE CALL LOGS DIRECT STATION SELECTION (DSS) DIVERT TO VOICEMAIL DO NOT DISTURB (OVERRIDE) EXCLUSIVE HOLD GROUP LISTENING HEADSET OPERATION HEARING AID COMPATIBLE LINE QUEUING WITH CALLBACK OFF-HOOKRINGING OFF-HOOKVOICE ANNOUNCE (EXECUTIVE) OFF-HOOKVOICE ANNOUNCE (STANDARD) ONE TIME DO NOT DISTURB ONE TOUCH DIALING KEYS PROGRAMMED STATION MESSAGES PROTECTION FROM BARGE-IN REDIAL REMOTE HOLD RINGING PREFERENCE SPEAKERPHONE STATION LOCK TERMINAL STATUS INDICATOR TRI-COLOREDLIGHTS VOLUME SETTINGS DISPLAY FEATURES 4.3 DISPLAY FEATURES DESCRIPTIONS ACCOUNT CODE DISPLAY CALL DURATION TIMER CALL FOR GROUP IDENTIFICATION CALLING PARTY NAME CALLING PARTY NUMBER CONFERENCE INFORMATION DATE AND TIME DISPLAY DIAL BY NAME DIALED NUMBER ENHANCED STATION PROGRAMMING OVERRIDE IDENTIFICATION PROGRAMMED MESSAGE DISPLAY SOFT KEYS STOPWATCH TIMER TEXT MESSAGING SAMPLE DISPLAYS SAMPLE CALLER ID SAMPLE UCD DISPLAYS SMDR REPORT FOR [STA Miami ] Mar/21/1999 13:49 DND ON DND OFF GROUP IN ] 13:49Mar/21/99 4.5 SAMPLE SMDR PRINTOUT (WITH CALLER ID/ANI NUMBER) 4.6 SAMPLE OF UCD EMBEDDED REPORT 4.7 UCD CALL STATISTICS CALLS IN QUEUE NOW ABANDONED CALLS AVERAGE RING TIME NUMBER OF TIMES ALL AGENTS BUSY LONGEST QUEUE TIME TODAY LONGEST QUEUE TIME NOW 4.8 UCD AGENT STATISTICS LOGGED IN STATUS CALLS ANSWERED AVERAGE CALL TIME 4.9 SAMPLE TRAFFIC REPORT 4.10 TRAFFIC REPORT OVERVIEW TRUNK RECALLS TO OPERATOR GROUP: INTERNAL PAGE USED: EXTERNAL PAGE USED: ALL PAGE USED: GROUP: OUTSIDE CALLS: INTERCOM: EXT: STATION NAME: DIALED: ICM-TRSF: PICKUP: Page PART 5. DATA MODULE FEATURES WIM Module LIM Module 5.1 LIM FEATURES 5.2 WIM ROUTER FEATURES Subnet Routing Routing Protocol Routing Between the VLAN Groups CBQ (Clss Based Queuing)/BoD (Bandwidth on Demand) RTP Priority 5.3 SECURITY 5.4 LONG DISTANCE ETHERNET Page PART 6. HOTEL / MOTEL FEATURE PACKAGE CHECK IN CHECK OUT DEPOSIT POSTING DSS KEY USE DURING FEATURE ACTIVATION ENHANCED USER PROGRAMMING EXECUTIVE DND EXPRESS CHECK-IN GUEST SERVICES BILLING LOBBY PHONE SERVICE PRINTED REPORTS Guest and Meeting Room Bill Room Status Room Status Conditions See Room Status •AVAILABLE – Ready to check in ROOM STATUS ROOM STATUS UPDATE STAFF I.D. CODES STATION TYPES TELEPHONE CREDIT LIMIT TRANSACTION RECORD OUTPUT WAKE UP CALLS 6.3.1GUEST ROOM BILL PRINTOUT 6.3.2ROOM STATUS PRINTOUTS –AVAILABLE –OCCUPIED –NEEDS CLEANING 6.3.1 GUEST ROOM BILL PRINTOUT Printout includes the following information: Date and time the bill was printed Room number requested Daily room charge GUEST BILL FROM [SUNSHINE SUITES ] 01/28/99 14:13 CHARGES BILLED TO ROOM NUMBER : ROOM DATE ITEM 6.3.2 ROOM STATUS PRINTOUT Date and time the report was printed Status of guest and meeting rooms –On an individual, status type basis –As a complete report of all rooms and their status Room Status Printout Types: ROOM STATUS PRINTOUT STATUS –AVAILABLE –OCCUPIED NEED MAINTENANCE NEEDS MAINTENANCE –NEEDS CLEANING Page –NEEDS MAINTENANCE NEED MAINTENANCE –HOLD 214 HOLD –ALL ALL 6.3.3 TRANSACTION RECORD OUTPUT SAMPLE This information includes: Check In confirmation with: –Room charges and applicable taxes –Updated room status Check In Occupied Check Out Clean Room MISC 6.3.4 INDIVIDUAL GUEST PHONE BILL Date and time phone call was initiated Number dialed Duration of call Charge of call PHONE BILL FROM [SUNSHINE SUITES ] 02/11/99 13:44 CHARGES BILLED TO ROOM NUMBER: 6.3.5 ALL GUEST PHONE BILL (SMDR) 6.3.6 INDIVIDUAL WAKEUP ACTIVITY REPORT Time wake up activity performed Item code for activity performed Description of activity performed Details column WAKE UP ACTIVITY FROM [SUNSHINE SUITES ] 01/22/98 14:35 6.3.7SAMSUNG SINGLE LINE TELEPHONE SAMPLE GUEST PHONE TEMPLATE PART 7. GENERAL USER INFORMATION UNAUTHORIZED MODIFICATIONS NOTIFICATION TO TELEPHONE COMPANY TELEPHONE CONNECTION REQUIREMENTS RINGER EQUIVALENCE (REN) INCIDENCE OF HARM CHANGES TO TELEPHONE COMPANY EQUIPMENT OR FACILITIES SERVICE CENTER FIELD REPAIRS GENERAL HEARING AID COMPATIBILITY SAMSUNG TELECOMMUNICATIONS AMERICA KEY SYSTEMS LIMITED WARRANTY