SYSTEM FEATURES



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A

ACCOUNT CODE ENTRY

Station users may enter an account code (maximum 12 digits) before hanging up from a call. This account code will appear in the SMDR printout for that call record. Keyset users may enter this code using an account code key without interrupting a conversation. Single line telephone users must temporarily interrupt the call by hook-flashing and dialing the feature access code.Manually entered account codes can be up to 12 digits long. In some cases users can be forced to enter an account code and this account code may or may not be verified as described below.

Forced – Verified

When set for this option the user must enter an account code for all outgoing calls.The account code entered will be verified from a system list of 999 entries. Forced Verified codes can contain the digits 0~9.

Forced - Not Verified

When set for this option the user must enter an account code for all outgoing calls, but the account code is not verified against the system list. Non verified account codes can contain the digits 0~9, * and #.

Voluntary

In this case account codes are not required to make outgoing calls but may be used if desired.This is also the method used to assign an account code to incoming calls.These account codes can contain the digits 0~9, * and #.

ACCOUNT CODE KEY

The account code (ACCT) key can be programmed on any keyset and will appear as a soft key on display keysets. This key allows the user to enter account codes without interrupting a call.

ACCOUNT CODE KEY – ONE TOUCH

The account code (ACC) key can be programmed on any keyset.This key can be programmed with an extender and operates in three different ways depending on the extender as follows.

Extender = 000

When programmed with an extender of 000 the user will be prompted to enter an account code when the key is pressed.

Extender = 001~999

When programmed with an extender ranging from 001 to 999 the key will, when pressed, automatically insert the account code contained in that bin of the system account code list. This is known as One Touch account codes.This option can be denied in system programming to prevent users from bypassing the security of system account codes.

No Extender

When programmed without an extender the key will, when pressed, prompt the user to enter the bin number the system account code table where the account codes are stored.

ADMINISTRATOR PROGRAM KEY

This feature gives designated stations the ability to administer a number of System functions from their keyset using a assigned button.The Administrator Program (PROG) key is programmed in MMC 722. The station passcode must be changed from the default value to use this feature. See the System Administrator Guide for more information.

ALL CALL VOICE PAGE

Users can page internal zone zero and all external paging zones at the same time by dialing the All Page code. Keysets may be restricted from making or receiving pages in system programming. A maximum of 32 keysets can be programmed in each internal page zone to receive page announcements.

Note: Each IP keyset being paged requires an MGI channel to carry the page audio. If all MGI channels are busy then no IP keysets will receive a page.

ATTENTION TONE

To get your attention, a brief tone precedes all page announcements and intercom voice calls.There are separate programmable duration timers for page and voice announce tones.

AUDIO MESSAGE WITH ALARM (TIMER) REMINDER

This feature provides an option that allows a recorded message to be played to a user when they go off hook to answer an alarm reminder ring (timed reminder ring). The message is recorded on the Samsung embedded voicemail. In addition, if the AA group is busy when the reminder call is answered the system will play a designated MOH source to the user. Alternatively System programming can define an external music source to be played when the Appointment Reminder is answered.

AUTHORIZATION CODES

Authorization codes are used to give permission to make a call. A maximum of 500 four to ten-digit authorization codes can be either forced or voluntary.When used, authorization codes will automatically change the dialing station's class of service to the level assigned to the authorization code. Authorization codes may be programmed to print or not print on SMDR.

Forced

When a station is programmed for forced authorization, the user must always enter this code before dialing is allowed.The dialed authorization code is verified from the system list of 500 authorization codes.

Voluntary

Any station user can always enter an authorization code before they begin dialing. The dialed authorization code is verified from a system list of 500 authorization codes.

AUTO ANSWER ON CO

Allows new CO calls directed to a certain keyset to auto answer and be in the call announce mode.This means that private lines and DID calls can be “auto answered”in the same manner as intercom calls. Transferred calls and calls to a station group of which that keyset is a member will continue to ring.

AUTO ATTENDANT

NOTE: Requires optional hardware and/or software. Ask your dealer for details.

The Automated Attendant provides very powerful and extremely flexible Auto Attendant functionality. As it is embedded into the MP10a of the OfficeServ 7100 the Auto Attendant provides Customized interactive Call routing for Public and Internal (Subscriber) callers.

The embedded Auto Attendant 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 Automated Attendant can handle up to 4 simultaneous callers.

There are professionally recorded prompts installed that help the caller navigate through the system and customizable prompts per system that can be added to personalize the application to an organization's specific needs.

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 button automatically places the call on hold when Automatic Hold is enabled. Pressing , , or a DSS key always automatically places a C.O. call on hold. Intercom calls can be automatically held only by pressing or . Each keyset user can enable or disable Automatic Hold.

B

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 eeded. Calls can be directed to a common bell and then can be answered by anyone in the Branch Group. There are a total of 20 banch groups available, but a station can only be in one branch group.

C

CALL ACTIVITY DISPLAY

The OfficeServ 7100 will record and buffer all calling activity within the system. With a Call Activity Display (CAD) key, the OfficeServ 7100 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

CALL CENTER

ACD/UCD Call Centers are required when the user expects to have more ringing calls than 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 7100 can have 10 simultaneous ACD/UCD groups with a maximum of 32 agents per group using sequential or distributed ring modes. 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 ASCII 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 displays.

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 IG button for the selected group. A RED LED on the IG 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.

CALL COSTING

The OfficeServ 7100 software provides programmable call costing tables to calculate the cost of incoming and outgoing calls. Rates are calculated by the number dialed, and may include surcharges. Display keysets can be set to show the call duration timer or the call cost.The SMDR report will show either the call duration or the call cost depending on the station selection. One call handled by multiple callers will cost each call segment separately.

CALL FORWARDING

This feature allows the user to redirect (forward) incoming calls.The calls can be redirected to the attendant, a hunt group, voice mail, external number or another station user. If the destination station is in Do Not Disturb (DND), the calling party will receive DND/Reorder tone. Calls cannot be forwarded to a door phone.

All Calls

This type of forwarding is not affected by the condition of the station. All calls are immediately redirected to the designated destination. If desired, the destination station may redirect the call back to the forwarded station by using the transfer feature. The forwarded station user can continue to originate calls as usual. If no key is programmed as Forward All, the key lights steady when a Forward All condition is set.

Busy

This feature forwards all calls only when the station set is busy. The station user can originate calls as usual.

No Answer

This feature forwards calls that are not answered within a preprogrammed time.The user can originate calls as usual and receive call if present. The timer is programmable on a per-station basis to allow for differences in individual work habits.

Busy /No Answer

This feature allows the station user to use both types of forwarding simultaneously, provided the destinations have already been entered in the usual manner.

Forward DND

This feature works with the Do Not Disturb feature.This allows calls directed to a station in Do Not Disturb or One Time Do Not Disturb to forward immediately to another destination.

Follow Me

This feature allows the user to forward all calls from another station to the user's station or change the forward destination to the user's current location.

External

Stations can be programmed to forward all, forward busy, forward no answer, forward DND C.O. calls to an external number via a central office trunk if allowed by class of service. Intercom calls may also be programmed to forward to an external number via a central office trunk.

To Voice Mail

Each station may be programmed to allow or deny the ability to forward intercom calls to voice mail. When denied, valuable message time in the voice mail system can be saved.

Preset Destination

If desired this feature provides for a permanent (preset) forward no answer destination for each extension. It can only be programmed by the system technician or system administrator.When any station does not have FWD/NO-ANSWER set, the call will ring this preset destination if one is programmed.

Preset Forward Busy

This feature allows the Preset Forward No Answer setting to also work for Busy status. When PRESET BUSY is turned on the calls will follow the preset for both busy and no answer conditions.

CALL HOLD

Exclusive

Outside calls can be placed on exclusive hold at any keyset by pressing twice during a call. Calls placed on exclusive hold can only be retrieved at the keyset that placed the call on hold. Intercom calls are always placed on exclusive hold. Exclusive hold for trunk calls can be denied in class of service.

System

Outside calls can be placed on system hold at any station. Users may dial the access code or press the button. Calls on system hold may be retrieved at any station.

Remote

Outside calls can be placed on hold at a station other than the station placing the call on hold. This feature allows calls to be answered at one keyset and placed on hold at another station.This allows time for the user to proceed to that station or allows the party that the call was intended for to have that call placed at their station. The call or trunk button will flash at the remote hold station.

NOTE: Intercom calls cannot be remote held.

CALL PARK AND PAGE

Each C.O. line has its own park zone. This simple method eliminates confusion and ensures that a park zone is always available. Pressing the key parks the call automatically. There are no extra buttons to press and there is no lost time looking for a free zone.

CALL PICKUP

Directed

With directed call pickup, users can answer calls ringing at any station by dialing a code plus that station's extension number or by pressing the feature button and then dialing the extension.There is a system option to allow a DSS key to perform a pickup function rather than a transfer function when pressed.

Groups

In addition, calls can be picked up from a station group in a similar manner.The group pickup feature allows users to answer any call ringing within any pickup group.There are 20 pickup groups available in the system. A station cannot be in more than one pickup group. To use this feature, station users either dial the access code or press the assigned feature button followed by the pickup group number.

Established

This feature enables a keyset user to pick-up an establish call in progress at a single line extension connected to a modem on a PC. An EP key with this extension number must be programmed on the keyset. Established call pickup is useful with PC dialing programs that outdial from a large list of telephone numbers. Let the computer dial for you, then press the EP key to speak with the called party.

CALL RECORDING

When using Samsung's embedded SVMi in-skin voice mail system,keyset and OfficeServ Softphone users can record their telephone conversations in their personal mailbox for playback or e-mail later.

CALL WAITING/CAMP-ON

Busy stations are notified that a call is waiting (camped-on) when they receive a tone.The tone is repeated at a programmable interval. Digital keysets receive an off-hook ring signal through the speaker while single line stations and IP keysets receive a tone in the earpiece of the handset.The volume of the camp-on tone can be set by the station user. Camped-on calls follow Forward No Answer if a Forward No Answer destination has been set.

Optionally any station can be programmed to automatically camp-on to a busy station instead of having to press the camp-on button or dial a camp-on code.

CALLER ID FEATURES

NOTE: Requires optional hardware and/or software. Ask your dealer for details.

The following features apply to all forms of Caller Identification, however, to make them easier to read caller identification is referred to as Caller ID.

Name/Number Display

During normal incoming CO calls, Caller ID name and number can be displayed simultaneously in the display of each keyset. When receiving a transferred CO call, each LCD keyset user can decide if he/she wants to see the name or number in the display first. Regardless of which one is selected to be seen first, the NND key is pressed to view the other pieces of information.

Next Call

In the event that you have a call waiting or a camped-on call at your keyset, you can press the key to display the Caller ID information associated with this next call in queue at your station. Either the Caller ID name or number will show in the display depending on your selection.

Save Caller ID Number

At any time during an incoming call that provides Caller ID information, you may press the key. This saves the Caller ID number in the Save Number feature. Pressing the number redial key will dial the Caller ID number.The system must be using Least Cost Routing (LCR) to dial the saved number.

Store Caller ID Number

At any time during an incoming call that provides Caller ID information, you may press the key. This saves the Caller ID number as a speed dial number in your personal speed dial list.The system must be using LCR to dial the stored number.

Inquire Park / Hold

Having been informed that an incoming call is on hold or has been parked, you may view the Caller ID information before you retrieve the call. This will influence how you choose to handle the call.

Caller ID Review List

This feature allows display keyset users to review Caller ID information for calls sent to their stations.This list can be from ten to fifty calls in a first in, first out basis.The list includes calls that you answered and calls that rang your station but that you did not answer (missed calls).When reviewing this list, you can press one button to dial the person back.The system must be using LCR to dial the stored number.There is also an option called CID REVW ALL in the User ON/OFF options. When set to ON the feature will operate the same as described. However, when set to OFF only calls that are not answered (missed calls) at the station will be recorded in the Review list.

Investigate

This feature allows selected stations with a special class of service to investigate any call in progress. If Caller ID information is available for an incoming call, you will know to whom this station user is speaking. On outgoing calls, you can see who was called. After investigating, you may barge-in on the conversation, disconnect the call or hang up.

Abandon Call (Missed Call) List

The system has a system-wide abandon call list that stores Caller ID information for calls that rang but were not answered (missed call). The list is accessed using the administrator's passcode. When reviewing this list, you are provided options to the entry or the number.You can see the key to toggle between the Caller ID name, number and the date and time the call came in. The system must be using LCR to dial numbers from the abandon call list.The abandoned call list will store up to 100 unanswered calls.

Caller ID ON SMDR

The Station Message Detail Records report can be set to include Caller ID name and Caller ID number for incoming calls. This format expands the printout to 113 characters. Use a wide carriage printer or an 80 column printer set for condensed print.

Number to Name Translation

The system provides a translation table for 1000 entries.When the Caller ID number is received, the table is searched.When a match is found, the system will display the corresponding name.

Caller ID to PSTN

When calling out on ISDN-PRI services, each station can be programmed to send any one of the listed directory numbers provided on the PRI circuit. Examples are: the main number, another number or an individual DID number. (PSTN = Public Switch Telephone Network)

Caller ID to Analog Port

When enabled through programming Caller ID from the telephone company is sent directly to analog ports within the system.

CALLER IDENTIFICATION

The OfficeServ 7100 supports three methods of identifying an incoming caller depending on the circuit type as described below.

Caller ID

On an analog, loop start CO line, calling party information is called Caller ID and is available from the telephone company in two formats, Number only and Name and Number, sometimes called Deluxe. The OfficeServ 7100 is compatible with both formats.Even if the telephone company only offers the number only, a name can be attached to the telephone number of frequent callers via the CID/ANI translation table. Caller ID is supported on Digital, IP and Single Line stations.

Calling Line Identification (CLI)

On ISDN circuits, calling party information is called CLI and is supported on PRI type circuits as described below.

PRI

On 5ESS and DMS 100 switches, NI2 PRI circuits both name and number support are provided on the OfficeServ 7100 system.

CENTREX/PBX USE

CENTREX and PBX lines can be installed in lieu of central office trunks. CENTREX and PBX feature access codes including the command for hook-flash (FLASH) can be stored under one touch buttons. Toll restriction programming can ignore PBX or CENTREX access codes so that toll calls can be controlled when using these services.

CHAIN DIALING

Keyset users may manually dial additional digits following a speed dial call or chain together as many speed dial numbers as are required.

CHAIN FORWARD

The chain forward option determines whether a forwarded intercom call that subsequently forwards to voicemail will target the original stations mailbox or the second stations mailbox.

CLASS OF SERVICE

The system allows a maximum of 30 station classes of service. Each class of service can be customized in memory to allow or deny access to features and to define a station's dialing class. Each station can be assigned different classes of service for day and night operation.

COMMON BELL CONTROL

The MP10a provides two relays that may be programmed to control a customer-provided common bell or common audible device. These contacts must be programmed as members of a station group and may provide steady or interrupted closure. These 2 relays are shared with external page zones.

COMPUTER TELEPHONY INTEGRATION (CTI)

Computer Telephone Integration (CTI) allows integration between the OfficeServ 7100 and a personal computer (PC) on a local area network (LAN). Caller ID service is required for TAPI inbound call applications that use the CID information to display computer records in conjunction with the presentation of the call to the station on the OfficeServ 7100.

OfficeServ™ Link

Samsung's proprietary CTI Server Application that manages all call control functions between the OfficeServ 7100 Main Processor and all OfficeServ™ CTI Applications.

OfficeServ™ DataView

OfficeServ DataView is a web enabled Call Center and system traffic reporting package.The DataView application provides live connection status and features usage statistics as well as a wide variety of detailed historical reports.The DataView application server runs on Microsoft IIS web server software, which is included in Windows 2000, XP Professional and 2003.

OfficeServ™ EasySet

OfficeServ EasySet is a web enabled application that allows keyset customization from virtually any location. The EasySet application server runs on Microsoft IIS web server software, which is included with Windows 2000, XP Professional, and 2003.

OfficeServ™ Call

OfficeServ Call is a call manager application with support for contact management, inbound screen pop, outbound dialing via the desktop, scheduling, and call logging, as well as providing access to some digital telephone facility programming. OfficeServ Call is a client server based application that supports both an enduser (GUI) interface and industry standards such as TAPI.The client application has support for a wide range of operating systems including Windows 2000 and Windows XP.

OfficeServ™ Operator

OfficeServ Operator is a PC-based attendant console that works in conjunction with either a TDM or IP Keyset. OfficeServ Operator can support up to 20 OfficeServ Operators Consoles simultaneously.

OfficeServ™ Softphone

Samsung OfficeServ Softphone is a software-based application that turns your computer into a full-featured Samsung IP telephone. It is installed directly onto your laptop or desktop PC running Microsoft Windows operating system. Once a USB headset or a USB handset is connected; the Softphone delivers virtually identical functionality as the ITP-5112L and ITP-5121D desktop ITP phones. OfficeServ Softphone is ideal for telecommuter and mobile users. Remote workers can simply connect their laptop to the corporate network, snap in a USB headset, and function as if they were in their own office. They can place, receive, and handle calls on both the internal and external network, providing a truly portable and practical solution.

CONFERENCE

The system allows up to 5 (five) simultaneous conferences up to 5 (five) total parties each.

Add-On (5 Party)

Any combination of up to five parties (stations or outside lines) can be joined together in an add-on conference. Parties may be eliminated or added after a conference has been established.

Unsupervised

A station user may set up a conference with two or more outside lines and then exit the conference leaving the outside lines connected in an unsupervised (trunk to trunk) conference.

Split

A keyset user can “split” a conference into separate outside calls, then speak with each caller privately. Then the individual calls can be conferenced again in any combination.

NOTE: This feature requires individual trunk buttons and auto-hold must be enabled.

CONFERENCE GROUP

Users that have a 5112L-ITP large screen keyset or OfficeServ Softphone may have 1-5 conference groups programmed. Each conference group can have up to 5 parties assigned. They can be extensions in the system or telephone numbers of people outside the system.Press the Conference Group button to call all members of the group at the same time. Status indications appear in the display. Press the corresponding softkey to drop or call parties as desired (maximum 100 users).

CUSTOMER SET RELOCATION

Customer Set Relocation allows the customer to exchange or swap similar stations in the OfficeServ 7100 without wiring changes.All individual station assignments such as trunk ring, station group, station COS, station speed dial, button appearances, call forwarding, etc. will follow the Customer Set Relocation program.

D

DATA SECURITY

Single line extensions used with modems and facsimile machines can be programmed so that they will not receive any system-generated tones that would disrupt data transmissions. In addition, these devices receive DCS C.O. ringing pattern instead of intercom ring pattern. Devices connected to an SLI card receive a disconnect signal upon termination.

DATABASE PRINTOUT

A copy of the customer database can be obtained by using the Web Management program.This information can be directed to a printer or the PC screen and may be done either on-site or remotely. A complete database or specific data blocks may be obtained.

DAYLIGHT SAVING TIME-AUTOMATIC

The system has a table that can be programmed with the daylight savings change dates for up to 10 years. At 2:00 am on these dates the system will automatically adjust the system clock to match daylight savings time. If no dates are programmed the clock will not change.

DIALED NUMBER IDENTIFICATION SERVICE (DNIS) [NOT USED IN THE US]

When DNIS service is provided on an incoming E&M trunk the OfficeServ 7100 can route calls based on the numbers received. (See DID). T1/E&M not supported on OfficeServ 7100.

DIRECT IN LINES

Outside lines may be programmed to bypass the operator(s) and ring directly at any station or group of stations.

DIRECT INWARD DIALING (DID/DDI) (ISDN PRI Service Only)

The term Direct Inward Dialing refers to types of digit steered inbound call handling. These are DID, Both Way DID, Dialed Number Identification service (DNIS) and Direct Dial In (DDI). The OfficeServ 7100 supports the types described below.

Direct Dial In (DDI). This is the name given to DID, Bothway DID, and DNIS services when they are provided over an ISDN PRI circuit.

The OfficeServ 7100 has an option to select which MOH source is played to callers to a specific DID number.

DID/DDI Call Limits

This option defines the maximum number of simultaneous calls that the system will accept for each DID number. Any call attempts after the Maximum Call (MC) count has been reached will be rejected and busy tone returned.

DIRECT INWARD SYSTEM ACCESS (DISA)

Users can call in on specific DISA lines at any time, input a security code and receive system dial tone. Users can now place internal calls or if permitted, calls using C.O. lines.The caller must have a tone dial phone and know his/her DISA security code if DISA security codes/passcodes are turned on. DISA lines can be used as both way lines or incoming only and may be allowed or disallowed for any of the 6 ring plan time periods. The C.O. lines used for DISA must have disconnect supervision.The requirement to put in a DISA security code can be disabled if desired.

DIRECT TRUNK SELECTION

Each station can be allowed access to or denied access from a trunk or trunk group by access code when LCR is activated.When restricted, the station user must use a trunk key or a route key.

DIRECTORY NAMES

Each station, station group and C.O. line may be assigned a directory name (maximum 11 characters). In addition, each personal speed dial number, system speed dial number and entry in the DID translation table may be assigned a name (maximum 11 characters). These names are displayed during calls with these ports and in the case of station and speed dial names, can be used to originate calls. See the Dial by Name feature (Station Features).

DISA SECURITY

Telephone fraud and long distance theft are a serious concern. The OfficeServ 7100 provides a strong DISA security system. If an incorrect DISA passcode is entered repeatedly (as is the case with “hackers”), the DISA system can be automatically disabled temporarily. Both the number of incorrect passcode attempts and the time that DISA is disabled are programmable. In addition, all failed attempts to access DISA print on SMDR (if provided) with a “DE” DISA error flag.

DISTINCTIVE RINGING

The OfficeServ 7100 provides distinctive ringing at a station based on selected parameters.

  • Outside calls have a single ring repeated, while intercom calls have a double ring repeated.
  • Any trunk or station can be programmed to ring a specific digital keyset with a predefined ring tone (1- 8) or an analog station with a predefined cadence (1-5) selection.
  • Digital keysets and analog stations may receive distinctive ringing based on the Caller ID number received or the DID number dialed.

DOOR LOCK RELEASE (PROGRAMMABLE)

After answering a call from the door phone, users can dial a code to activate a contact closure. This can be used to operate a customer-provided electric door lock release mechanism.The contact closure timer is programmable from 100–2500 ms.

DOOR PHONES

The door phone interface module (DPIM) provides for connection of a door phone to a DLI port. Pressing the button on the door phone produces a distinctive ring (three short rings repeated) at the assigned station or station group. If not answered within a programmable time, the system releases the door phone and stops the ringing. Stations may call the door phone directly and monitor the surrounding areas. Door phones follow the system ring mode plan.

E

EMBEDDED REPORTING PACKAGE

The OfficeServ 7100 system provides some basic reports and statistics available to a supervisor using a display keyset. These features can be used in conjunction with, or independently of, the OfficeServ™ DataView reporting and monitoring package.

Agent Statistics

UCD supervisor positions using a display keyset can monitor the number of agents in a group and how many agents are currently logged in. Each station's status can be reviewed for the number of calls answered and the average call length for the day.

Call Statistics

UCD supervisor positions using a display keyset can monitor the number of calls in queue, the longest wait time for calls currently in queue, the average wait time for the day, and the total number of calls answered for the day.

Group Supervisors

Multiple supervisors can be assigned to each group and one station can be given supervisor status for multiple UCD groups.The group supervisor (using a display keyset) can log agents in and out of the group in real time to help manage the workload.

Printed Reports

UCD supervisor positions using a display keyset may run printed reports to a customer-provided printer, showing the data available from the supervisor displays.These reports can be run manually or scheduled to run at specific intervals.

EXECUTIVE BARGE-IN (OVERRIDE)

The feature allows specially programmed stations with a barge-in key to override the automatic privacy of another station or outside trunk. Programming allows barge-in with or without a warning tone. Stations may also be programmed as “secure” so that they cannot be barged-in on.

With Warning Tone

When the barge-in with tone option is set, the barging-in keyset has its microphone on and the barged-in on station receives an override display. A double burst of warning tone sounds and repeats every ten seconds. This feature does not work from single line sets.

Without Warning Tone

When the barge-in without tone option is set, the barging-in keyset has its microphone muted and the barged-in on station does not receive an override display.This feature does not work from single line sets.

Trunk Monitor or Service Observing

This feature allows the user who barged-in to retain the trunk call after the original station has hung up.

WARNING: BARGE-IN WITHOUT TONE MAY VIOLATE STATE OR FEDERAL LAWS CONCERNING THE RIGHT TO PRIVACY. SAMSUNG TELECOMMUNICATIONS AMERICA IS IN NO WAY RESPONSIBLE FOR THE POSSIBLE MISUSE OF THIS FEATURE.

EXTERNAL MUSIC INTERFACES

The OfficeServ 7100 MP10a provides one input for connecting to customer provided external music sources. This source can be used to provide background music, or any of the varied Music On Hold (MOH) uses.

EXTERNAL PAGE INTERFACES

The OfficeServ 7100 MP10a provides one external page output and two zone control relays. Common relays are shared between external page zones and common bell feature.

F-I

FLASH KEY OPERATION

While a user is on an outside line, pressing the key will send a timed disconnect signal to the central office or PBX. This is used for custom calling features on C.O. lines or in conjunction with CENTREX/PBX operation. System programming allows individual flash times for C.O. and PBX lines.When C.O. or PBX flash is not required, setting the timers for two seconds releases the existing call and returns dial tone to make a new call.

FLEXIBLE NUMBERING

System programming allows stations to have three or four digit extension numbers beginning with the digit 2 or 3.Three digit default extension numbers begin with 201 and four digit defaults begin with 2001. Station group numbers can be three or four digits beginning with the digit 5.

Using digits other than 2, 3 or 5 will require the technician to change other default feature access codes in the system default numbering plan. User guides may need to be modified as these are all written using the OfficeServ 7100 default numbering plan.

GROUP BUSY SETTING

This feature provides a busy signal to intercom callers that ring to a station group when all logged-in stations are busy.The feature is activated in MMC 601 and when set to ON setting, allows an intercom caller to hear a busy signal when calling a station group.Upon hearing a busy the intercom caller will know that all stations are busy and can call back.When this option is set to OFF position the intercom caller will hear ring-back tone when all stations are busy and the call will queue for the next available station. Turning this option ON will override the Overflow setting when the group is busy.The default setting is OFF.

HOT DESKING (ITP KEYSETS)

Hot desking is an industry term that describes stations where multiple people have one or more work areas or share a common work are. Samsung IP keysets allow users to log in and out from any keyset of the same model in the system. Keysets that support this feature are: ITP-5107S, ITP-5121D, and ITP-5112L. This allows a user to work from any available desk and retain their phone number, speed dials, voicemail, and programmed buttons.

HOT LINE

Stations can be programmed to call a pre-defined station or station group whenever that station goes offhook. A hot line delay timer of 0–250 seconds can be programmed to allow sufficient time to make a different call.This timer is programmable on a per station basis.

IN GROUP/OUT OF GROUP

Individuals assigned to a station hunt group may temporarily remove their telephones from the group by pressing the In/Out of Group button (IG) providing that there is someone still in the group.There is a system wide option to allow all members to log out of a station group. Stations out of a group will not receive calls to that group but will continue to receive calls to their individual extension numbers.When desired, the user may put him/herself back into the group by pressing the button again. Users who do not have this button may dial the access code and the group desired. A station user is allowed to be in several groups, providing a key and the extender of that group are assigned for each group on the user's phone.

INCOMING CALL DISTRIBUTION

Incoming calls can be assigned to ring a distributed station hunt group.This allows all members of the group to share the call load.

INCOMING/OUTGOING SERVICE

Outside lines are available for incoming or outgoing service.Programming allows any outside line to be used for incoming calls only, outgoing calls only or both way service.

INDIVIDUAL LINE CONTROL

Each station in the system can be individually programmed to allow or deny dialing out as well as allow or deny answering for each outside line.

IP KEYSETS

The OfficeServ 7100 system allows the use of Samsung proprietary keysets that use Internet Protocols (IP) for voice and data transport. They may be local to the system or installed in a remote location via a LAN/WAN. The OfficeServ 7100 can support up to 32 IP stations. An “IP station” is considered to be any of the following: ITP-5107S, ITP-5121D, ITP-5112L, Softphone, or wireless handset SMT-5100E. For more information on how to setup the IP keysets please refer to the VOIP Special Applications Section of the Technical Manual and the Hot Desking (ITP Keysets) section above.

ISDN SERVICE

Primary Rate Interface (PRI)

The OfficeServ 7100 supports Primary Rate Interface ISDN. PRI allows simultaneous data calls, calling party and calling line identification, high speed call setup and disconnect are among the benefits of ISDN calling. The 23+D configuration of ISDN allows call information to be delivered via the data channel (the “D” of 23B+D) thus leaving the bearer channels (the “B” of 23B+D) available for single use or combined use to provide a wider bandwidth for data and video. The OfficeServ 7100 supports the most popular protocol standards in the U.S.
PRI Protocols supported:National ISDN-2 (NI2)
  AT&T No. 5 ESS
  DMS 100/250

L

LAN INTERFACE

The OfficeServ 7100 MP10a card provides a 10/100 base T Ethernet interface for connection to a data network. This interface allows a high speed connection for PC programming across an IP network.

LEAST COST ROUTING

Least Cost Routing (LCR) is the ability to automatically select the most cost effective central office route for the outside number dialed by any station.The OfficeServ 7100 LCR program includes the following features:

  • Option to use or not user LCR or a tenant basis
  • Programmable LCR access code
  • Digit analysis table of 2000 entries each with ten digits
  • Routing by time of day and day of week (4 time bands per day)
  • Modify digits table of 200 entries
  • Flexible trunk group advance timer
  • Option to use or not use trunk group advance warning tones

LIVE SYSTEM PROGRAMMING

The OfficeServ 7100 system can be programmed without interrupting normal system operation. Programming changes to the telephone system can be made from any display keyset or personal computer running Samsung's proprietary Installation Tool application. There are three levels of telephone system programming: Technician, Customer and Station User. Each one is controlled by different security pass codes. The Technician level has access to all programs and can allow Customer access to system programs as needed.

The Automated Attendant/Voice Mail application can only be programmed with a personal computer using Internet Explorer 6.0 or higher connecting to the Web Management application embedded in the OfficeServ 7100.

Programming both the Automated Attendant/Voice Mail and Telephone System can be accomplished on site using a LAN connection or remotely via the Internet.

M-N

MEET ME PAGE AND ANSWER

After a user makes a Meet Me Page, the user may remain off-hook to allow the paged party to meet the user for a private conversation.

MEMORY PROTECTION

In the event that power is lost to the system, database is stored in 2MB SRAM. Temporary logs, peg counts, alarms and statistics are stored in 2MB of SRAM by a “super capacitor” for approximately 24 hours. Additionally, the media card may be used to store the system database. The OfficeServ™ Web Management administrative interface may be used to produce a backup copy of the voicemail database.

MESSAGE WAITING INDICATIONS

When calling a station and receiving a busy signal or the no answer condition, the caller can leave an indication that a message is waiting.The message button will flash RED at the messaged keyset. A single line phone connected to a 4SLM or 16MWSLI will have a message light. Five message waiting indications can be left at any station.

MESSAGE WAITING KEY

The Message Waiting (MW) key is used in conjunction with a voicemail card. The MW key is programmed with an extender matching a station or station group number and is used to access the voice mailbox associated with the extender.

MICROPHONE ON/OFF PER STATION

The microphone can be disabled at any keyset. When the microphone is disabled, the keyset cannot use the speakerphone, although on-hook dialing and group listening are still possible.

MOBILE EXTENSION (MOBEX)

MOBEX, short for Mobile Extension, is a feature that allows you to assign a 2, 3, or 4 digit extension number to a remote device such as a cell phone. Calls to MOBEX phones are treated almost identically to other station calls. MOBEX phones can be placed in station groups, have voicemail and forwarding, and be directly dialed by other stations.This allows users to have an extension on the phone system without needing a physical keyset. MOBEX can only be used with PRI trunks.

The licensed Executive MOBEX feature also allows MOBEX users to transfer callers to another station, place the call on remote hold at another station, or send the caller directly to voicemail.You can even set up a direct access number that will allow MOBEX users to dial in to the system and make phone calls as if they were at a local keyset in the office. Executive MOBEX requires a valid license key.

MOBILITY SOLUTION

OfficeServ systems provide a mobility solution using the SMT-W5100E wireless handset based on the voice over Wi-Fi technology (802.11). It allows users to stay connected to the office telephone system or data network through WLAN access points either in the office location or at the remote office locations. OfficeServ's mobility solution consists of three components: wireless access points – SMT-R2000, wireless handset – SMTW5100E, and IP-enabled OfficeServ system. See also Wireless LAN.

MULTIPLE LANGUAGE SUPPORT

The OfficeServ 7100 can be programmed to support multiple languages in the display. This is on a per-keyset basis.When set the keyset will have its display information presented in the programmed language. The languages are defined in MMC 121. The current languages are as follows: English, Spanish, Italian, German, Portuguese, Norwegian, Danish, Dutch, Swedish, US Spanish, Finnish and Canadian French.

MUSIC ON HOLD — FLEXIBLE

The OfficeServ 7100 allows its music sources to be used in flexible manner as follows:

Each keyset can have a designated music source for playing as Background Music (BGM) through the keyset speaker.

Each Station can have a designated music source for playing to callers placed on Exclusive hold at that station.

Each Trunk can have a designated music source for playing to callers placed on hold. This setting is overridden by some of the other settings such as station music on hold, DID MOH and UCD MOH.

Each UCD group can have a designated music source to be played while a caller is in queue. Each entry in the DID translation table can have a designated music source to be played when a caller to that DID number is placed on hold.

MUSIC ON HOLD — SOURCES

The OfficeServ 7100 provides for up to five different types of Music on Hold source including silence or “NONE” as listed below:

  • None: No audio is played to the listener
  • Tone: A tone or “beep” is repeated at a programmable interval
  • Chime: A music chime source located on the MP10a card is played to the listener.
  • External Source: An external source connected to a MP10a misc port card, such as a digital announcer or radio, is played to the listener.
  • Voicemail Sound File: If the OfficeServ 7100 system has the embedded voicemail enabled, custom recorded sound files from the Voice Mail card can be used for MOH sources.For more information on creating the sound files refer to Voice Mail Programming Manual. If you select this option be advised that each VMMOH source requires a dedicated voicemail port.

NETWORKING

The OfficeServ 7100 system allows up to 5 systems using QSIG over PRI or 99 systems using SPNet over IP to be networked together with a high level of feature integration. The networked systems may be any combination of OfficeServ 100, OfficeServ 500, OfficeServ 7200, and OfficeServ 7400 systems (OS 100, OS 500, and OS 7200 running V.2.48 or higher and OS 7400 running V3.31 or higher software). The physical connection between systems can be an IP network or proprietary PRI connection using Samsung's proprietary version of QSIG, called SPNet. If PRI connection is used, the maximum number of nodes may be limited by the maximum number of TEPRI cards that can be installed in the OfficeServ 7100.

When engineering the network of systems, a discrete numbering plan must be used.The size and complexity of the numbering plan as well as the number of stations and trunks may limit the actual number of nodes available to the network.

  • Auto Answer Across Network: This setting will allow station to station calls across the network to follow the auto answer setting of the called keyset.
  • Call Completion, Busy Station (CCBS) also known as Callback or Busy Station Callback. When a station in one system calls a station in another system across the network link and the destination station is busy the calling station can set a Callback to the busy station.When the busy station becomes idle the system will notify the callback originating station by ringing that station and when the originating station answers, the system will call the destination station. Not available on QSIG over PRI.
  • Call Completion, No Response (CCNR) also known as Callback or No Answer Callback. When a station in one system calls a station in another system across the network link and the destination station does not answer the calling station can set a Callback to the called station. When that station indicates the user is present by becoming busy then idle the system will notify the callback originating station by ringing that station and when the originating station answers, the system will call the destination station.
  • Call Intrusion (Barge In): Calls across the network link can be barged in on however the barging station will not be muted.
  • Call Offer/Call Waiting (Camp On): This feature operates in the same manner as in a non networked switch. When a called station is busy the caller can press a camp on key and appear as a ringing call on the second call button.The Auto camp on feature will not work on calls across a network link if set to ON in MMC 110.
  • Call Pick-up Across the Network: This feature allows ringing calls, held calls and recalls to be picked up by other stations through the network. A station user in a Branch Office can use the Directed Pick-up, Hold Pick-up or Page/Park Pick-up codes to answers calls from the Main Office.
  • Call Transfer: Calls answered in one network node can be transferred to a station or station group in another network node.
  • Caller ID: Caller ID in its various forms that are currently available (Analog CID Name and Number, ANI Number, PRI Name and Number) will be transported across the network link with the original call.
  • Centralized Automated Attendant: The Samsung Voicemail provides the Auto Attendant Application. The Samsung Voicemail can transfer callers to other stations or station groups in another Node. It can be installed in any Node regardless of where the lines/trunks from the telephone company are connected. Callers to Node A can be answered by the Samsung Voicemail in Node B, then transferred to Node C. An incoming caller that dials an invalid extension number to the Samsung Voicemail can be routed after a programmable number of attempts to a predetermined station or station group anywhere in the network to receive assistance.

    Note: The embedded voicemail of the OfficeServ 7100 should not be used as the main Centralized Auto Attendant/Voicemail node because of the limited port capacity. The OfficeServ 7100 should only be used as the remote node.

  • Centralized Operator/Attendant: A station in any Node may dial “O” and ring a designated Centralized Operator/Attendant. When programmed, hold/transfer/camp-on/park recalls can be directed to the Centralized Operator/Attendant in a network arrangement instead of the Local Operator within that Node. Ring plan assignments will allow recalls to a Centralized Operator/Attendant during the day and to the Local Operator after hours. There can only be one Centralized Operator/Attendant designated in the network. Each Node must be set for either Local Operator or Centralized Operator/Attendant, but not both.
  • Centralized Voice Mail with Message Waiting Lights: This feature allows one Voice mail system to be shared by all stations in a multi-node network. This feature is only available with the Samsung Voicemail integrated voice mail systems. Users in one Node can call forward their calls to the voice mail system in another Node. Messages left in the voice mail system will be indicated by lighting the corresponding voice message button or lamp on any station in any Node of the network. Messages are retrieved by pressing the VMMSG button or calling the voice mail group number. In addition, display keyset user will receive softkey options to navigate through the voice mail system. Softkeys include: PLAY, SAVE, DELETE, PAUSE FAST FORWARD, REVIEW, REPLY, FORWARD, CALL and HELP.

    Note:The embedded voicemail of the OfficeServ 7100 should not be used as the main Centralized Auto Attendant/Voicemail node because of the limited port capacity.The OS 7100 should only be used as the remote node.

  • DID with Pass Through: Incoming DID, DNIS or DDI calls can be routed through one switch across a network link to be processed by the DID table of the destination switch.
  • Direct Station Selection and Busy Lamp Indication Across the Network: A Network Station key (NS) can appear on extension “2101” in Node A. It is programmed as “NS2205” representing an extension in Node B. This NS key will light RED when extension 2205 is on the phone. Station 2101 can press this NS key to call extension 2205 in Node B. With this feature the CEO can see when the VP in New York is on the phone or may call him with the press of a button. Any keyset can have multiple NS keys. This feature is only supported with QSIG over IP networking.
  • Do Not Disturb (DND): This feature operates in the same manner as in a non networked switch.
  • Forward External:This feature operates in the same manner as a non networked system with the exception that, because calls across a network link are trunk calls,network calls do not follow the ICM FWD EXT ON/OFF setting in MMC 210.It is therefore suggested that this setting be set to ON in a networked switch to avoid confusion in operation between networked and non networked calls.
  • Group Overflow Across the Network: Calls to a station group in one Node may overflow after a programmable time to another station group in another Node.
  • Intercom Calling/Discrete Dialing Plan: Station to station and station to group calls can be made across the network link without having to dial an access code for a call within the network. LCR can also be programmed to route calls across a network link and to access local trunks in another networked system.
  • Message Key Across the Network: This feature allows station users to set a message waiting indication to another station in another Node in the network. Upon receiving a busy or no-answer condition, press the key or dial the feature code. This will light the message waiting light at the called station. To return the message press the key with the flashing RED LED.
  • Network Page Key: With one or more of these keys users may make page announcements to page zones in others Nodes in the Network. The network page (NP) key is different than the Page key in a single node.

    For example, It is programmed as NP024 where 02 = Node 2 and 4 = page zone 4 in Node 2.

  • Network Trunk Ring Destination: This feature allows lines/trunks from the telephone company connected to one Node to be programmed to ring at a destination (station or station group) in another Node.
  • Remote Hold Across the Network: Calls may be placed on hold at stations in another Node. Then page that Node and announce that there is a call on holding on extension 2xxx. Anybody in this Node may pick up the call by dialing 12 + 2xxx. This is useful when one Node does not have a dedicated answering position. The caller is on Hold listening to music rather then listening to ringback tone.

    Note: Remote Hold to a virtual extension in another node is not available.

  • Transfer Recall: Calls transferred across a network link will recall to the transferring station after the originating system transfer recall timer expires. After recalling, if not answered prior to that systems attendant recall timer expiring, the call will recall to that systems designated operator group. Attendant recalls will not recall to a ‘Centralized Attendant’.
  • Transfer Retrieve: Calls on Transfer Hold during a screened transfer can be retrieved by pressing the call button for that call.
  • Voice Mail Transfer Key: Users may transfer a caller directly to a co-workers voice mail box with out ringing their telephone by pressing the VT key and dialing their extension number. The caller will then hear that co-workers personal greeting regardless of where they are in the network.

O

OfficeServ™ CONNECT

The OfficeServ™ Connect feature allows up to 5 devices to ring simultaneously with a Master Station. When one device answers the others stop ringing.This allows users to have phones in more than one location (such as an office phone and a conference room phone) but receive calls from one phone number. When combined with the Mobile Extension (MOBEX) feature the OfficeServ™ Connect allows users to have business calls ring at their desk and on their cell phone at the same time by having users dial one common number, keeping the user from being forced to give out their cell phone number. Calls that are unanswered by either device will forward to the voicemail box for the Master Station.

OFFICESERV DATAVIEW

For users who require more power than the embedded reports can provide, the web-based OfficeServ™ DataView CTI application can be used for enhanced reporting and monitoring functionality. See separate DataView Literature for more details.

UCD Statistics

OfficeServ™ DataView provides over a dozen different historical reports to provide detailed statistics on call volume and call times as well as agent activity. Also included is a detailed Abandoned Call list to define each lost call to the UCD group.

UCD Monitoring

OfficeServ™ DataView provides several different monitoring interfaces that allow users to easily see live connection status and port activity for UCD groups and agents.

Wallboard-Style Display Windows

OfficeServ™ DataView is equipped with a series of wallboard-style displays which allow quick and easy visibility of live call status information about the group, such as longest wait time, calls in queue, agents busy, and more. This information can display as a personal PC Wallboard on an agent's monitor. When used in conjunction with customer provided large screen display, such as an LCD or plasma monitor (TV), these same wallboard windows can provide this data to the entire call center from a greater distance with a level of clarity and flexibility that isn't possible with traditional LED wallboards.

OPERATOR GROUP

The operator group can contain 32 stations to answer incoming calls when unconditional ringing is used. When using sequential or distributed ringing up to 32 stations may be assigned to the operator group. Operators can use the In/Out of Group feature to meet flexible operator requirements. Operator groups are selectable per ring plan. Dial “0” calls to the operator group flash with a distinctive AMBER LED.

OVERFLOW

Operator

When calls ringing a operator group go unanswered, they can overflow to another destination after a programmed period of time.The operator group has its own timer.The overflow destination can be a station or station group.

Station Group

When calls ringing a station group go unanswered, they can overflow to another destination after a programmed period of time. Each station group has its own timer. The overflow destination can be a station or station group located in that system.

OVERRIDE CODES

This feature allows users to make emergency outside calls from a station that has a forced code such as Account code or authorization code enabled but without requiring them to enter a forced code.The basis of this feature is an override code table containing 8 entries of up to 11 digits each. The OfficeServ 7100 will examine digits that are dialed from a station to see if they match any entry in the Override Code table. If the digits match the table, the system will process the call without requiring a forced code.

P

PAGING

System software allows the use of five internal and two external paging zones. Stations can page any individual zone, all external zones or all external zones plus internal zone zero simultaneously. Using system programming, each station may be allowed or denied the abilities to make and/or receive page announcements to any zone or combination of zones. External page zones share the 2 common relays with common bell control.

PARK ORBITS

The system has 10 park orbits (0–9).These orbits can be used to park calls prior to paging and allows the call to be retrieved by dialing a park code plus the orbit number. Calls parked in this manner can also be retrieved by dialing the park pickup code (10) plus the station or trunk number. This feature is in addition to Call Park and Page.

POWER over ETHERNET (PoE)

The OfficeServ 4SWM provides 4 data switch ports with PoE (see 4SWM).

PRIME LINE SELECTION

Any station can be programmed to select a specific line, trunk group, telephone number, station or station group when the handset is lifted or the key is pressed (same as Hot Line feature).

PRIORITY CALL QUEUING

This feature places calls to an UCD or NORMAL station queue ahead of other calls based on priority level (1- 9).The system reads the DID number, Caller ID number or trunk ID number, compares it to a preprogrammed table, then assigns it the corresponding priority that places it in the appropriate position in the group queue.

PRIVATE LINES

For private line use, stations can be prevented from dialing and/or answering any line.

PROGRAMMABLE LINE PRIVACY

Each outside line can be programmed to ignore the automatic line privacy. This allows up to four other parties to join your conversation by pressing the line button. This is similar to 1A2 key telephone operation.

PROGRAMMABLE TIMERS

There are over 50 programmable system timers to allow each installation to be customized to best fit the end user's application.

R

RECALLS

Calls put on hold, transferred or camped-on to any station will recall to the originating station if not answered within a programmable time. A recall that goes unanswered for the duration of the attendant recall timer will recall to the system operator group. Hold, transfer, camp-on and attendant recalls have individual programmable timers. Calls recalling to buttons with tri-colored LEDs will flash AMBER.

RECALL TO OPERATOR

This function will allow the call to recall the operator instead of to the transferring station after the transfer recall time expires.

REDIAL REVIEW

The Redial Review feature allows a review of the last number before dialing or allows access to the Call Log Blocks if assigned. These Call Log Blocks record the last ten (10) numbers dialed.When the LNR key is pressed the last number dialed is displayed.The log can then be scrolled using the Volume (Up/Down) keys and a previously dialed number can be selected.

REMOTE PROGRAMMING — PC

Remote programming allows the technician to access the system database from a remote location for the purpose of making changes to the customer data.The Installation Tool is the proprietary, programming application used to access and manipulate the telephone system database. The Installation Tool connects to the system via LAN, WAN or serial modem connection to the MP10a. This application runs on a PC (Windows 2000 or higher). The embedded voice mail system is programmed remotely using Internet Explorer 6.0 or higher to access the embedded Web Manager application.

RING MODES

Time Based Routing - Plans

Each C.O. line can be programmed to ring at any station or station group. Each line can be assigned a ring destination based on six (6) different ring plans based on time of day and the day of the week. The system operator (intercom dial “0”) can also be a different station group for each ring mode.

Automatic / Manual

Ring destinations will automatically change based on time of day and day of week. At any time the system can be manually forced into a specific ring plan. It will remain in this ring plan until manually taken out.

Holiday Schedule

The system has a table of 20 dates that are used to define holidays. On a date designed as a holiday the system will remain in a ring plan for that calendar day providing the system was already in that ring plan. This feature will override the ring plan time table.

Temporary Override

At any time the system can be forced into a specific ring plan for a temporary period of time until the next scheduled ring plan automatically takes effect.

RING OVER PAGE

Any outside line can be programmed to ring over a customer-provided paging system. Outside lines, door phones and station groups may ring over page in the day or night mode.

SECRETARY POOLING

Each keyset may be defined as an executive (BOSS in programming) or a secretary (SECY in programming) in system programming. Each executive can have up to four secretaries and each secretary can have up to four executives.These arrangements are known as executive/secretary pools.There can be multiple pools in a system. When an executive is in DND, all calls to the executive ring the first secretary assigned to that executive; if that secretary is busy, the call will hunt to the next available secretary assigned to that executive. If the secretary must communicate with the executive while he/she is in DND, pressing the corresponding executive button on the secretary's keyset results in an Auto Answer intercom call being made to the executive (providing the executive is free).There is also a system wide option to allow the stations to ring rather than auto announce the executive secretary calls. A station can only be the executive of one secretary pool. In addition, a station cannot be in more than one pool.

S

SIMULTANEOUS RINGING — See OfficeServ™ Connect

SINGLE LINE CONNECTIONS

Single line ports allow connection of a variety of single line telephones plus facsimile machines, answering machines, loud bells, computer modems, cordless phones and credit card machines.When connecting customer- provided equipment to these extensions, compatibility should be checked out before purchase to ensure correct operation. Central office ring cadence can be selected for SLT stations. This is helpful when optional devices cannot detect OfficeServ 7100 intercom ring cadence.

SIP SERVICES

SIP (Session Initiation Protocol) Services are supported on the OfficeServ 7000 Series systems.The OfficeServ 7100/7200/7400 systems can be programmed to serve as a User Agent Client (UAC) supporting such SIP Services as SIP trunking or as a User Agent Client Server (UAS), supporting SIP stations or as a peer to peer supporting SIP peering (networking).

SIP Trunking

In the case of the UAC, the OfficeServ system can be configured as a client and registered to sit behind an external SIP server, supporting SIP services such as SIP trunking to a third party SIP service provider such as Excel, Cbeyond, Bandwidth, Broadbox, etc.

SIP Station

In the case of the UAS, the OfficeServ system can be configured as the server, permitting standard SIP terminals (Non-Samsung) from third party manufacturers (eg; Cisco, Linksys, Aastra) to register as internal stations and use the entire Samsung SIP supplementary feature set of the OfficeServ SIP server.

SIP Peering

The OfficeServ system can also be configured to support SIP peering which allows multiple OfficeServ systems to network and communicate with one another via the VoIP (SIP signalling protocol).

SPEED DIAL NUMBERS

The system maintains a library of speed dial numbers that can be allocated to either a shared system wide list or to an individual user list.The OfficeServ 7100 has a library of 1500 numbers.

The OfficeServ 7100 can be programmed to have either 500 or 950 numbers in the system list.

The remaining numbers in the library can be assigned in blocks of 10 each (bins) to individual stations for their personal use. A maximum of 5 bins (50 numbers) can be assigned to a station.

SPEED DIAL BY DIRECTORY

The OfficeServ 7100 system provides the user with the ability to look up a speed dial number and place the call. There are three speed dial selections: personal, system and station.This feature requires a display keyset.

STATION HUNT GROUPS

System programming allows up to 20 station hunt groups. One of three ring patterns — sequential, distributed and unconditional — is available for each group. Each unconditional group may contain a maximum of 32 stations and each sequential and distributed group may contain a maximum of 32 stations. A station may be assigned to more than one group. Each station group has its own recall timer for calls transferred to that group. There is a Next Hunt timer for each group to provide circular hunting within the group.

STATION MESSAGE DETAIL RECORDING (SMDR)

The system provides records of calls made, received and transferred. Connecting a customer-provided printer or call accounting system will allow collection of these records. Each call record provides the following details: station number, outside line number, start date, start time, duration of call, digits dialed (maximum 18) and an account code if entered.The system may print a header followed by 50 call records per page or send continuous records with no header for use with a call accounting machine. See the sample printouts.

The SMDR output can be provided through the LAN port of the system to a LAN printer or to a PC screen. The SMDR format contains many options that allow it to be customized for a company's individual needs. Options to print include incoming calls, outgoing calls, in and out of group status, change in DND status, authorization codes, and caller ID on incoming calls.When Caller ID is enabled a wide carriage printer is required.

Call Type Flag Definitions

0 Outgoing Call DE DISA call with error
I Incoming Call T Transferred call that was terminated
DI DISA call in
DO DISA call out IT Incoming transfer
FO Outgoing record of forwarded call FI Incoming call forwarded to an external number
A Abandoned call OT Outgoing transfer - Outgoing call made and transferred
IA Incoming Ring Time Before Being Answered TT Caller received a transferred call and transferred it again

Sample SMDR Printouts

Without Caller ID

With Caller ID

STATION PAIR

This feature allows station to be assigned as a “pair”. That is to say a primary and secondary. Calling the primary station will make both stations ring. Selected features such as Message Notification,DND, Callback, and Class of Service act as one station. This is convenient when an individual has two offices or an office extension and a cordless extension.NOTE: Not all system features are applicable to station pairs. Features designed for a single user may conflict with paired stations.

SYSTEM ALARMS

A DISA alarm will warn the customer if the DISA security system has been triggered by too many incorrect password attempts. The alarm can ring any station or group of stations and show an appropriate display at the assigned stations.

SYSTEM MAINTENANCE ALARMS

The OfficeServ 7100 continuously performs internal system diagnostics.When either a major or minor fault is detected the system can ring stations with an ALARM KEY assigned.The keyset display shows information that includes the description, location and date and time stamp for each alarm.

A log of 100 alarms are stored in a buffer and can be reviewed at a display keyset or sent to a printer.

SYSTEM DIRECTORY

Each station, station group and outside line can have an 11 character directory name.This name will appear on keyset displays to provide additional information about lines and stations.

T

TENANT SERVICE

The OfficeServ 7100 supports only one tenant service.

TOLL RESTRICTION

There are 500 allow and 500 deny entries of 11 digits each. Each of these entries can apply to dialing classes B, C, D , E, F and G. Expensive 976, 1-900, 411 and operator-assisted calls, as well as specific area and office codes, can be allowed or denied on a per-class basis. Class A stations have no dialing restrictions and Class H stations cannot make outside calls. Any outside line may be programmed to follow station toll restriction or follow the toll restriction class assigned to it. Each station and trunk can have a different dialing class for each ring plan.

Special Code Table

A Special Code Table of ten entries (four digits each) allows use of telephone company features such as CID blocking (*67) or call waiting disable (*70) without interference to toll restriction or LCR. The Special Code table allows use of these custom calling features on a per call basis.

TOLL RESTRICTION OVERRIDE

Program options allow system speed dial numbers to follow or bypass a station's toll restriction class. In addition, users may make calls from a toll restricted station by using the walking class of service or authorization code feature.

TONE OR PULSE DIALING

Outside lines can be programmed for either tone or pulse dialing to meet local telephone company requirements.

TRAFFIC REPORTING

The OfficeServ 7100 system can store peg counts for various types of calls.These peg counts can be printed on-demand, daily, hourly, or up to three separate programmable shifts.The report includes statistics for each trunk, trunk group, station, station groups and page announcements. For more details and explanations see sections 4.9 and 4.10 of this document.

TRANSFER

System operation permits station users to transfer calls to other stations in the system. Transfers can be screened, unscreened or camped-on to a busy station.

TRUNK GROUPS

Outside lines can be grouped for easy access by dialing a code or pressing a button.There are 11 trunk groups available. Each trunk group can have up to 60 members.

TWINNING — See Mobile Extension (MOBEX)

U-W

UNIFIED VOICEMAIL

Samsung's Unified Voicemail solution allows users to receive voicemail and fax messages directly in their email inbox through a feature called the E-Mail Gateway. Unified voicemail provides a vast array of functionality from listening to messages from any sound-enabled device that can access your email to archiving important messages.This functionality provides a simple, secure, and personalized way to access a voicemail box without the need to remember command sequences or phone numbers.

The E-Mail Gateway feature supports delivery of any Samsung mailbox message, including voicemail and fax mail items.Delivery is configured on a per-user basis, and supports delivery to any standard SMTP mail server. Users can view these emails from any standard email client, such as Microsoft® Outlook.

Two different Unified Voicemail email styles can be defined. Notification Only emails include a complete detailing of both the caller's information and the message status.Delivery emails include this information in addition to a file attachment of WAV (for voicemail) or TIF (for fax mail).

Once in the user's email inbox the message can be archived or forwarded just like any other email.Voicemails delivered to a user's email inbox can optionally be deleted from the voicemail system to minimize mailbox clutter and reduce system overhead.

The E-Mail Gateway feature can be enabled for up to 5 users by default. An additional license can allow the system to provide the feature to all users.Unified Voicemail also allows an administrator to be notified in the event of a problem in the E-Mail Gateway performance.

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

UNIFORM CALL DISTRIBUTION (UCD)

UCD 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.

UNIVERSAL ANSWER

Station users may dial the Universal Answer code or press the key to answer any outside lines programmed to ring the UA device. The UA device can be a station, group of stations, common bell or ring over page.

VIRTUAL EXTENSIONS

The OfficeServ 7100 has a number of virtual extension ports encoded in the system database. They can be assigned as keyset or single line analog ports.The system has 24 virtual extension ports.These ports have all the attributes of an actual station port including call forwarding. These virtual ports can be exchanged with real station ports using the set relocation feature to provide hot desking.

VOICE MAIL

The OfficeServ 7100 voice mail/auto attendant is included with every OfficeServ 7100 system as a standard feature. It is embedded in the main system program and provides 4 ports of voice processing. Because it is embedded into the system it provides such features as one touch call record, answering machine emulation, and voice mail box administration with interactive keyset displays. See Unified Voicemail.

The OfficeServ 7100 system uses MGI channels (VoIP) at G.726 compression to communicate with the embedded voicemail application. Stations can call forward to a voice mail. Keyset users can press one button to retrieve messages from the voice mail system.A Voice Mail Transfer key permits keyset users to easily transfer a caller directly to an individual voice mail box without navigating through menus.

Note: The OfficeServ 7100 does not support 3rd party voice mail applications.

Voice Over Internet Protocol (VoIP)

The OfficeServ 7100 system is VoIP enabled and as such supports the following VoIP services:

  1. H.323 Trunking
  2. SIP IP Trunking
  3. IP Telephone Sets: OfficeServ ITP-5107S, ITP-5121D and ITP-5112L, and OfficeServ Softphone.

    These IP Keysets can be installed in the local office or in a remote office, home office with full feature operation.

  4. IP Networking: Connect up to 99 systems together over a managed IP network.

The embedded OfficeServ 7100 Media Gateway Interface (MGI) channels support 8 voice calls using VoIP services per card over an IP network connection.The Officeserv 7200 MGI16 card can be added into any universal OfficeServ 7100 card slot. The OfficeServ 7100 supports a maximum of one MGI-16 card per system. The OfficeServ 7100 MP10a comes with 8 MGI channels built-in and can be activated with the appropriate license key. A total of 24 MGI channels can be supported.

With VoIP certain compression standards have also been adopted to represent each second of voice with an amount of bandwidth. The OfficeServ 7100 MGI utilizes G.711, G.729, G.729A or G.723 standards voice compression codec's.This allows for a selectable 64kbps (G711), 8Kbps (G729A) or 6.3Kbps (G723) bandwidth use when preparing voice compression for IP transport. Compression is used to reduce the digitized voice into a smaller bandwidth that can be carried in smaller packets. The VoIP gateway determines the compression method for each call setup. There is also a certain amount of frame/packet overhead in each compression channel. 64K of bandwidth can support 6~7 calls simultaneously.This can vary depending on efficiency features like Silence Suppression and multiframe counts.Unlike switched networks,VoIP connections consist of a sequence of numbered data packets. Since voice conversation is usually considered “real time” these packets need to be delivered in a consistent manner with minimal delay.

In any Ethernet environment, packet transfers are subject to delays and/or loss. If these delays are greater than 200ms the voice quality will deteriorate. The Ethernet data traffic and network topology should be a consideration when using VoIP.Network congestion will affect call quality in any VoIP application.

WALKING CLASS OF SERVICE

This feature allows users to make calls or use features from a station that is restricted. The users may either use the WCOS feature code or the authorization code feature. Both methods change the class of service to correspond with the station passcode or authorization code that is dialed.After the call is completed, the station returns to its programmed class of service.

WIRELESS LAN — See Section 2.6.6

ADD-ON MODULES

iDCS 14 BUTTON AOM

The 14B AOM attaches to the right hand side of an iDCS 18D or iDCS 28D keyset and provides 14 buttons with RED LEDs only one 14 button AOM per keyset. These buttons can be used for DSS keys, speed dial bins or any key that does not require a dual colored LED. Does not require a separate DLI port. It uses the same DLI port as the keyset is attached to.

iDCS and DS 64 BUTTON MODULE

Both models of the 64-button module add to the capability of any keyset. Up to two 64-button modules can be added to each keyset. The 64 programmable RED LED buttons with RED LED can be used for feature keys, DSS/BLF keys or one touch speed dial buttons. A maximum of 4 can be installed on a system. One DLI port is required per 64-button module.

APPOINTMENT REMINDER

When programmed for a specific time, a keyset will sound a distinctive ring to remind the user of meetings or appointments.Alarms can be set for “today only” or for every day at the same time.Up to three alarms may be set at each keyset. Display keysets can program a message to be displayed when the alarm rings.Non-display keyset users must have the system administrator program messages for them.

AUTOMATIC HOLD

Station users can enable or disable automatic hold at their keysets. While a user is engaged on an outside (C.O.) call, pressing another trunk key, route key or button automatically puts the call on hold when this feature is enabled. Pressing , , or a DSS key will always automatically place the call on hold. This type of automatic hold is not a user-selectable option. Intercom calls can be automatically held if Intercom Auto Hold is set to ON for the entire system.

AUTOMATIC PRIVACY

All conversations on outside lines and intercom calls are automatically private. The privacy feature can be turned off on a per-line basis.

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.

BUSY STATION CALLBACK

When reaching a busy station, callers may request a callback by pressing one button or dialing a code. The system rings the caller back when that station becomes idle (a system-wide maximum of 100 callbacks are allowed at one time including busy station and busy trunk).

BUSY STATION INDICATIONS (BLF)

DSS/BLF keys may be assigned to any keyset or add-on module.These buttons will be off when the station is idle, light RED when that station is in use and flash distinctively when that station is in the DND mode.The system can be programmed to allow the DSS keys to be used to pickup calls at other keysets. In a network of systems use the NS key to indicate BLF function for a station in some other node.

CALL COVERAGE KEY

These keys (buttons) provide a convenient way to cover calls ringing at other stations. Keyset users can have one or multiple call coverage keys programmed for a station.These buttons flash when a new call or recall is ringing at the programmed station. In addition, a call coverage delay ring time can be programmed to provide an audible ring tone either immediately or delayed from 1 to 250 seconds.Call coverage keys only flash and ring when the covered station is idle.When the covered station is off hook the call coverage key lights RED to indicate a busy condition.

CALL FORWARDING

Station users can forward internal and outside calls to other destinations immediately (Forward All), when busy (Forward Busy) or if not answered in a programmable number of seconds (Forward No Answer). These forward destinations can all be different. Once a destination has been programmed, it can be turned on and off with a programmable key. Forward All takes priority over Busy and No Answer conditions.

In addition to the three usual methods of forwarding described above, a fourth option called Follow Me is available.This option allows a station user to set a Forward All condition from his/her station to another station while at the remote station. To display the Follow Me condition, the /transfer key lights steady RED at the station that is forwarded. The /transfer key also lights if Forward All is set and no key is programmed for Forward All. Keyset users can be given an external call forward button to forward their calls to an external phone number. Each outside line may be programmed to either follow or ignore station call forwarding. A per-station option controls whether internal calls forward to voice mail or not. Single line telephones must have the system administrator program this feature for them.

CALL FORWARD OVERRIDE

When this option is set to yes for a station then intercom calls from that station will override any call forwarding settings of the called station.

CALL LOGS

With the call log feature, a display keyset user can review up to 50 of the last incoming calls from the Caller ID review list or up to 50 of the last external telephone numbers that were dialed. The numbers can be viewed, stored and/or dialed using the associated soft keys. LCR must be enabled for dialing and storing numbers from the CID review list. Optional hardware and/or software may be needed for Caller ID.

CALL PICKUP

With directed call pickup, a user can answer calls ringing at any station by dialing a code plus that extension number. The group pickup feature allows the user to answer any call ringing within a pickup group. Pickup keys may be customized with extenders to allow pickup from a specific station or pickup group. The OfficeServ 7100 has 20 programmable pickup groups.

DIRECT STATION SELECTION (DSS)

Programmable keys can be assigned as DSS keys and associated with extension numbers. Users press these keys to call or transfer calls to the assigned stations. In a network of systems use the NS key to provide DSS function to a station in some other node.

DIVERT TO VOICEMAIL

A keyset user can immediately divert a ringing call to their personal voice mailbox by pressing the # key.This will override any call forward no answer setting.

DO NOT DISTURB (OVERRIDE)

The DND Override feature allows a keyset with a DND Override key (DNDO) and the appropriate class of service to override the DND setting at a called keyset. This will allow a user to go into DND while waiting for an important call and have that call transferred to them via a screened transfer from a station (for example the users secretary) with a DNDO key.

DO NOT DISTURB (PROGRAMMABLE)

The Do Not Disturb (DND) feature is used to stop all calls to a station. System programming can allow or deny use of the DND feature for each station. Parties calling a station in DND will receive reorder tone. When in DND mode, calls may be forwarded to another destination. See Forward DND option. A keyset without a button can activate DND via the feature access code.The key will flash at 112 ipm (rapidly) when DND is set. There is a programmable option to allow a C.O. line to override DND at its ring destination if that destination is a single station.

DOOR LOCK RELEASE

Stations programmed to receive calls from a door phone can dial a code to activate a contact closure for control of a customer-provided electronic door lock.

EXCLUSIVE HOLD

Pressing twice will hold a call exclusively at a station so no other station can pick up that call. Intercom calls are automatically placed on exclusive hold. Exclusive hold for trunk calls can be denied in class of service.

GROUP LISTENING

This feature allows users to turn on the speaker while using the handset. It allows a group of people to listen to the distant party over the speaker without the microphone turned on.

HEADSET OPERATION

Every keyset can be programmed to allow the use of a headset. In the headset mode, the hookswitch is disabled and the key is used to answer and release calls. Keyset users may turn headset operation ON/OFF by keyset programming or more easily by pressing the headset ON/OFF key.The headset key lights steady RED when the keyset is in headset mode.

HEARING AID COMPATIBLE

All OfficeServ 7100 keysets are hearing aid compatible as required by Part 68 of the FCC requirements.

LINE QUEUING WITH CALLBACK

When the desired outside line is busy, the user can press the key or dial the access code to place his/her station in a queue.The user will be called back when the line is available (a maximum of 32 callbacks are allowed system-wide at one time including busy station and busy trunk).

LINE SKIPPING

When the user is talking on an outside line and the automatic hold feature is turned off, he/she may press an idle line key and skip to that line without causing the previous call to go on hold.

LOUD RINGING INTERFACE

The MIS daughter board provides an audible ring tone output.This can be connected to a paging system or single loud speaker to provide loud ring tone for a specific station only. The tone is preset and can not be changed.

MANUAL SIGNALLING

Keysets can signal each other via a programmable key.This allows one station to alert another without establishing a voice conversation. Each press of the key results in a 500 milliseconds of ring tone being set to the intended station. An individual manual signaling key must be programmed for each station to be signaled.

MESSAGE WAITING LIGHT/INDICATION

When calling a station and receiving a busy signal or the no answer condition, the caller can leave an indication that a message is waiting.The message button will flash RED at the messaged keyset. A single line phone connected to a 4SLM or 16MWSLI will have a message light. Five message waiting indications can be left at any station.

MUTE MICROPHONE/HANDSET

Any keyset user can mute the keyset's handset transmitter by pressing the key. In addition, keyset users can also mute the keyset microphone while the keyset is in speakerphone mode.

OFF-HOOK RINGING

When a keyset is in use, the system will provide an off-hook ring signal to indicate that another call is waiting. The ring signal is a single ring repeated.The interval is controlled by a system-wide timer. Single line stations will receive a tone burst through the handset receiver instead of a ring.

OFF-HOOK VOICE ANNOUNCE (STANDARD)

Keysets may receive a voice announcement while on another call.The calling station must have an OHVA key. When transferring a call to a busy keyset or while listening to busy signal, the station user can press the OHVA key to make an OHVA call to the busy keyset. If the called keyset is in the DND mode, it cannot receive OHVA calls. The software has an user programmable option that will allow the OHVA to be heard through the speaker rather than in the handset.

ONE TIME DO NOT DISTURB

The Do Not Disturb (One Time) feature is used to stop all calls to a station when the user is on an outside line and does not want to be disturbed for the duration of the call. Upon completion of the call, DND is canceled and the station is returned to normal service.This feature requires a programmed button.

ONE TOUCH DIALING KEYS

Frequently used speed numbers can be assigned to one touch dialing keys for fast accurate dialing.

ON-HOOK DIALING

Any keyset user can originate calls without lifting the handset. When the called party answers, the user may speak into the microphone or lift the handset for more privacy.

PRIVACY RELEASE

This feature will allow another station to join in on your conversation by temporarily releasing privacy on the C.O. line from your keyset.

Requires a Privacy Release key to be programmed on your keyset. A maximum of three (3) other people can join in.This uses one of the conference circuits in the system.

PROGRAMMABLE KEYS

Each key can be programmed for more than 40 different uses to personalize each phone.

Examples of keys include individual outside line, individual station, group of lines, group of stations and one touch speed dial buttons. Using these keys eliminates dialing access codes.

The following feature keys have extenders that make them more specific: SPEED DIAL, SUPERVISOR, PAGE, DSS, DIRECTED PICKUP, GROUP PICKUP, DOOR PHONE, BOSS, PROGRAMMED MESSAGE, IN AND OUT OF GROUP, FORWARD and VOICE MAIL TRANSFER. The extender can be a station, a group or another identifying number.

PROGRAMMED STATION MESSAGES

Any station may select one of 15 messages to be displayed at a calling party's keyset to advise others of their status.Ten messages are factory-programmed but may be reprogrammed. Five can be created by the system administrator. Each display keyset user may create five additional messages unique to them.

NOTE: The calling party must have a display keyset to view these messages.

PROTECTION FROM BARGE-IN

Each station can be programmed as secure or not secure. Secure stations cannot be barged-in on. A station that is not secure cannot be barged-in on when talking to a secure station.

REDIAL

There are three types of external redial available to all station users. Each type can redial up to a maximum of 18 digits.

  • AUTO RETRY — When an outside number is dialed and a busy signal is received, the auto retry feature can be used to reserve the outside line and automatically redial the number for a programmable number of attempts (available to keyset users only).
  • LAST NUMBER — The most recently dialed number on a C.O. line is saved and may be redialed by pressing the redial key or dialing the LNR access code.
  • MANUAL RETRY with LNR — When you make an outside call and receive a busy signal you can press the LNR key to redial the same number again.This operation can be manually repeated for a limited number of attempts as defined by system programming (available to keyset users only).
  • MEMO REDIAL — When you are calling directory assistance you can store the number you are given using the dial pad and SAVE number feature.There is no need for a pencil and paper (available to keyset users only).
  • SAVE NUMBER — Any number dialed on a C.O. line may be saved for redial at a later time.

REMOTE HOLD

When you wish to place a call on hold at another station, press and dial the station number (or press the appropriate DSS key). Press the key.This will place the call on system hold on an available button or Line Key at the remote station.

RING MODES

Each keyset user can select one of three distinct ways to receive intercom calls. The phone can automatically answer on the speakerphone, voice announce through the speaker or receive ringing.When the ring mode is selected, keyset users can choose one of eight distinct ring tones. Forced Auto Answer is invoked by the calling station and is controlled by the calling station's class of service.

RINGING PREFERENCE

Lifting the handset or pressing the speaker button automatically answers a call ringing at the keyset. Using this method, users are assured of answering the oldest call first. When ringing preference is turned off, the user must press the flashing button to answer. Users may answer ringing lines in any order by pressing the flashing button.

SPEAKERPHONE

The speakerphone enables calls to be made and received without the use of the handset. The DS 5021D, DS 5014D, iDCS 28D keyset and the iDCS 18D keyset can have a Full Duplex Speakerphone Module added. All ITP phones are half duplex speaker phones.

STATION LOCK

With a programmable personal station passcode, any keyset or single line station can be locked and unlocked to control use of each telephone. There are two lock options: 1 = LOCKED OUTGOING and 2 = LOCKED ALL CALLS. See the following table for more details.

0
UNLOCKED
1
LOCKED OUTGOING
2
LOCKED ALL CALLS
Make Outside Calls YES NO NO
Receive Outside Calls YES YES NO
Make Intercom Calls YES YES NO
Receive Intercom Calls YES YES NO

TERMINAL STATUS INDICATOR

iDCS keysets are equipped with a terminal status indicator lamp. The terminal status indicator light is positioned on the top right corner of the keyset above the display. The terminal status indicator is a tri-colored (RED, GREEN, and AMBER) light that provides greater visibility of your keysets status than the individual key LEDs.The terminal status indicator provides the following indications:

  • Busy/Off Hook Steady RED
  • Intercom Ring Flashing RED
  • Outside Call Ring Flashing GREEN
  • Recall Ring Flashing AMBER
  • Message Waiting Flashing RED
  • Do Not Disturb Fast Flash RED at 1 Second Intervals

TRI-COLORED LIGHTS

Samsung keysets have keys equipped for tri-colored LED indications (GREEN, RED and AMBER). To avoid confusion, your calls always light GREEN, other calls show RED and recalls light AMBER. See Hardware Section of this document for the number of tri-colored lights per keyset model.

VOLUME SETTINGS

Each keyset user may separately adjust the volume of the ringer, speaker, handset receiver, background music, page announcement and off-hook ring tone.

WALL-MOUNTABLE KEYSETS

Each keyset and 64 button module can be wall mounted by reversing the base wedge.

ACCOUNT CODE DISPLAY

Account codes are conveniently displayed for easy confirmation. If entered incorrectly, users may press the ACCOUNT key again and reenter the account code.

CALL DURATION TIMER

The system can automatically time outside calls and show the duration in minutes and seconds.Station users may manually time calls by pressing the button.

CALL FOR GROUP IDENTIFICATION

Calls ringing to a station group pilot number can be programmed in several ways to display various combinations of the following information: Station group number, Station Group Name, Caller ID Name and Caller ID Number. Consult your Service Technician for setup options and operation. Processing outside calls through Samsung Voice Mail System is required to receive Call for Group Number & Group Name display.

CALL LOGS

Display keyset users may view telephone numbers in incoming and outgoing call logs. With the press of a button the entry can be cleared, dialed or the CID Name, Number and Date of a specific call can be reviewed.

CALL PROCESSING INFORMATION

During everyday call handling, the keyset display will provide information that is helpful and in some cases invaluable. Displays such as [CALL FROM 203], [TRANSFER TO 202], [701: RINGING], [TRANSFER FM 203], [708 busy], [Camp on to 204], [Recall from 204], [Call for 501], [message from 204] and [FWD ALL to 204] keep users informed of what is happening and where they are. In some conditions, the user is prompted to take action and in other cases the user receives directory information.

CALLER ID INFORMATION

Caller ID information is dependent on the use of display keysets.The following list explains the displays that are used with Caller ID.

Name / Number Display

During normal incoming CO calls, Caller ID name and number can be display simultaneously in the display of each keyset.When receiving a transferred CO call, each display keyset user can decide if he/she wants to see the Caller ID name or Caller ID number in the display. Regardless of which one is selected to be seen first, the NND key is pressed to view the other piece of CID information.

Next Call

In the event that there is a call waiting or a camped-on call at the user's keyset, the user can press the key to display the Caller ID information associated with the next call in queue at the station. Either the CID name or CID number will show in the display depending on the N/N (MMC 119) selection.

Save CID/ANI Number

At any time during an incoming call that provides CID information,the user may press the SAVE key.This saves the CID number in the Save Number feature. Pressing the SAVE number redial key will dial the CID number. The system must be using LCR to dial the saved number.

Store CID/ANI Number

At any time during an incoming call that provides CID information, the user may press the STORE key. This saves the CID number as a speed dial number in the personal speed dial list. The system must be using LCR to dial the stored number.

Inquire Park/Hold

When a user is informed that an incoming call is on hold or has been parked, the user may view the Caller ID or ANI information before he/she retrieves the call.This will influence how the user chooses to handle the call.

CID/ANI Review List

This feature allows display keyset users to review CID information for calls sent to their stations. This list can be from ten to fifty calls in a first in, first out basis.The list includes calls that were answered and calls that rang the user's station but that were not answered.When reviewing this list, the user can press one button to dial the person back.The system must be using LCR to dial the stored number.

Investigate

This feature allows selected stations with a special class of service to investigate any call in progress. If CID/ANI information is available for an incoming call, the selected stations can know to whom the OfficeServ 7100 user is speaking. On outgoing calls, the selected stations can see who was called. After investigating, the selected stations may barge-in on the conversation, disconnect the call or hang up.

Abandon Call List

The system has a system-wide abandon call list that stores CID/ANI information for calls that rang but were not answered. The list is accessed using the operator's passcode. When reviewing this list, you are provided options to CLEAR the entry or DIAL the number.You can use the NND key to toggle between the CID name, CID or ANI number and the date and time the call came in. The system must be using LCR to dial numbers from the abandon call list.The abandoned call list will store up to 100 unanswered calls.

CALLING PARTY NAME

For intercom calls, display keysets show the calling party's name before answering.The names must be stored in the system directory list and can be up to 11 characters long.

CALLING PARTY NUMBER

When an intercom call is received, all display stations show the calling party's extension number before the call is answered.

CONFERENCE INFORMATION

When a conference is set up, each extension and outside line number is displayed at the controlling station when it is added.When a station is added, its display shows [Conf with xxx] alerting the user that other parties are on the line.

DATE AND TIME DISPLAY

In the idle condition, the current date and time are conveniently displayed. Display keysets can have a 12 or 24 hour clock in either the ORIENTAL or WESTERN display format with information shown in upper case or lower case letters.

DIAL BY NAME

Each station and speed dial number can have an associated directory name. Any station or speed dial number can be selected by scrolling alphabetically through a directory list. There are three directories:

  1. System wide speed dial list
  2. Personal speed dial list
  3. Station directory list

This online “phone book” allows display keyset users to look up and dial any speed dial number or station in seconds.

DIALED NUMBER

When an outside call is made, digits are displayed as the user dials them. If the display indicates an incorrect number was dialed, the user can quickly hang up before billing begins.

ENHANCED STATION PROGRAMMING

Personal programming options are easier to select and confirm with the help of the display.

IDENTIFICATION OF RECALLS

Hold recalls and transfer recalls are identified differently than other ringing calls. Hold recalls indicate the recalling line or station number and the associated name.Transfer recalls indicate the recalling line or station and where it is coming from.

IDENTIFICATION OF TRANSFERS

The display will identify who transferred a call to the user.

MESSAGE WAITING CALLER NUMBER

When the message indication is on, pressing the button displays the station number(s) of the person( s) who have messages for the user. Display keyset users can scroll up and down to view message indications.

OUTSIDE LINE IDENTIFICATION

Each line can be identified with an 11 character name. Incoming calls display this name before the call is answered.This feature is helpful when individual lines must be answered with different greetings.

OVERRIDE IDENTIFICATION

If another station barges-in on a user's conversation, the display will alert the user with a [Barge from 2xx] display if the system is set for barge-in with tone.

PROGRAMMED MESSAGE DISPLAY

Preprogrammed station messages set by other stations are displayed at the calling station's keyset.

SOFT KEYS

Below the display, there are three soft keys and a button. These keys allow the user to access features in his/her class of service without requiring the keyset to have designated feature keys.

STOPWATCH TIMER

Display keyset users find this feature very convenient to time meetings, calls and other functions. Users simply press once to start the timer and press again to stop the timer.

TEXT MESSAGING

This feature allows two display keyset users to respond to each other with preprogrammed messages. After receiving an Off Hook Voice Announcement or Station Camp-On,you may respond with a text message while continuing to talk and listen to your outside party. The other station can view this message and take the appropriate action or respond back with another text message.

Up to 24 display station users can program their own individual ten (10) text messages that can be sent to another display keyset. Only the display keysets that are allowed in the system programming (MMC 611) will receive the (TMSG) text message softkey in the display and can use this feature.

UCD SUPERVISOR DISPLAYS

When a UCD supervisor key is pressed, supervisors can view information about the UCD group, calls or agents.

Call Screen

This allows the supervisor to view how many calls are in queue, the longest wait time, how many calls have been received today, what the average time in queue is and how many calls were abandoned.

Agent Screen

This allows the supervisor to monitor how many agents are logged in, check each agents status (IN GROUP, OUT OF GROUP, or DND), view each agents total number of calls, average call length or average ring time.

Note: Accessing this screen will also allow a Supervisor to change the status of each agent (IN GROUP, OUT OF GROUP, or DND).

APPLICATION BACKUP AND RESTORE

The customer's automated attendant application data can be backed up for archiving and restoration purposes.

AUTOMATIC SELF CONFIGURATION

During the initial setup of the phone system the automated attendant will automatically set up greetings and menus used in a typical install. This greatly reduces system setup time. By default the system will create day and night menus that allow users to dial any extension or press 0 for the operator.

CALLER ID ROUTING

If the customer's Central Office provides Caller ID this information can be used by the automated attendant to identify and route calls.

CAMP-ON SUPPORT

The automated attendant can be configured so that calls transferred to a busy station can be “camped on” to the station, causing it to ring with a special off-hook ring tone even while in a call.

FAX DETECTION AND ROUTING

The OfficeServ 7100 automated attendant can detect a fax call and transfer it to any extension in the system. This detection can be enabled in any menu and assigned to different destinations for each menu.

GLOBAL OPERATOR ACCESS

Callers connected to the automated attendant can press 0 at any time to be transferred to the operator group.This feature requires that a valid operator group be defined in MMC 600.

INTERRUPTIBLE VOICE PROMPTS

Users may dial a menu option at any time during a prompt or greeting, without the need to wait for that option to be spoken aloud. This is very useful for users who are familiar with the options and wish to speed up the process.

MENU TREE ROUTING

The automated attendant routes calls through a menu tree structure.Menus are able to process callers by a variety of means, such as: digits entered, caller ID, or DNIS information. Callers may be transferred to a multitude of destinations such as stations, groups, the voicemail directory, or 'Question and Answer' applications. Menus can be cascaded together to form complex application trees.

MUSIC-ON-HOLD SUPPORT

Music or announcements may be recorded into the automated attendant and used in the phone system as Music-On-Hold.The recorded announcement or music will play in a continuous loop and may be used to provide custom on-hold announcements or promotional messages.

MULTIPLE LANGUAGE SUPPORT

The OfficeServ 7100 automated attendant supports up to 3 simultaneous languages. The default language is English (United States). Spanish (Castilian) and French (Canadian) are also installed by the factory as standard languages. A list of available languages can be obtained through your local authorized Samsung service provider.

PASSWORD SECURITY

Automated attendant administration is password protected to prevent unauthorized access.

QUESTION & ANSWER FORMS

This feature allows the OfficeServ 7100 to be used to conduct surveys or collect responses to a questionnaire. Answers can be collated and stored in a specific mailbox or split into many different mailboxes.This is a useful tool any time you need to collect specific information from a caller but do not want to devote a staff member to take the calls directly.Answer messages can be prefixed with an optional header message, which helps in transcription by preventing silence in the event the caller skips a question. There is no fixed limit to the number of questions in a Q&A application, nor is there a fixed limit to the number of possible Q&A applications.

RECORDABLE SYSTEM PROMPTS

The OfficeServ 7100 automated attendant includes an integrated voice studio that allows you to edit or rerecord any prompt in the system. You can also create new prompts in order to help unify your company image.

SCHEDULE-ORIENTED CALL PROCESSING

The OfficeServ 7100 automated attendant processes calls according to an administrator controlled scheduling table.This table determines which mode of operation the system will run in (day, night, holiday, etc). Each programming object in the automated attendant can be configured to route calls differently depending on the active operating mode.The schedule table can set mode by individual port, time of day, day of the week, and calendar date. Up to 99 modes can be created, and the system administrator can manually override the schedule at any time from a touchtone telephone.

SPECIAL EVENTS SCHEDULER

When your business closes because of a holiday or a special event the OfficeServ 7100 can provide appropriate prompting to your callers by using the scheduling feature. Events can be pre-programmed to activate automatically or activated on the fly by an administrator.

SYSTEM ACTIVITY REPORTS

The OfficeServ 7100 provides many useful automated attendant reports.These reports can be used to manage traffic patterns as well as to detect misuse of the system.Administrators can view these reports from the web programming interface.

TRANSFER DIRECT TO MAILBOX

The OfficeServ 7100 automated attendant can transfer callers directly to a voicemail box without the need to ring a station first.This is handy for things such as night time message taking or for playing announcements, such as directions, to a customer.

VOICE PROMPT PROGRAMMING

The OfficeServ 7100 provides a robust telephone user interface (TUI) for automated attendant programming. This TUI allows administrators the ability to record prompts and change operating modes.

WEB PROGRAMMING

Configuration of the OfficeServ 7100 automated attendant and voice mail is performed through a webbased application called OfficeServ WebManagement which runs on an embedded web server inside the system's main processor. This allows the automated attendant to be programmed from any PC on the LAN that has Internet Explorer installed.With proper router configuration the web server can be accessed remotely from anywhere on the internet.

AVAILABILITY SCHEDULE

OfficeServ 7100 voicemail subscribers can configure a weekly availability schedule that lets the system know when they will be available to take calls. Calls made outside of normal working hours will be sent directly to the user's voicemail box.

ADMINISTRATION MAILBOX

Subscribers can be designated as Mailbox Administrators, giving them the added functionality of being able to record and send broadcast messages.

ANSWERING MACHINE EMULATION (AME)

This feature allows you to hear calls being left in your voicemail box through the speaker of your keyset, similar to a home answer machine.This feature is not available across the network.

AUTOMATICALLY FORWARD MESSAGES

Voicemail boxes in the OfficeServ 7100 can be configured to automatically forward messages to another mailbox optionally leaving a copy in the original mailbox.

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AUTOMATICALLY LOG IN

A user's voicemail can be configured such that upon calling in to the voicemail they are automatically logged in to their mailbox without being prompted for a password.

AUTOMATIC SELF CONFIGURATION

During the initial setup of the phone system the OfficeServ 7100 will automatically create mailboxes for each station in the system, greatly reducing system setup time.

BUSY STATION QUEUING

An administrator may configure a voicemail box to allow queuing when the subscriber's phone is busy. Callers are given an option to hold for the busy station and can be informed of their position in queue and the estimated hold time.

Note: Each queued caller will consume a voicemail port.

CALLBACKS

When listening to voice mail messages subscribers are given the option to automatically call back the person who left the message.This call back feature may be allowed for internal calls and / or external calls. For external calls the number called back is determined by Caller ID, which requires that Caller ID be received from the phone company. Long distance callback numbers can be blocked if desired.

CALL BLOCKING

The administrator may grant voicemail subscribers the option to enable call blocking.When activated, call blocking prevents the voicemail and automated attendant from trying to call the subscriber's keyset, instead forwarding them straight to the subscriber's voicemail box.

DATE / TIME STAMP

All voicemail messages are stamped with the date and time they were received.This information is spoken to the subscriber before the message by default, but can be set to only be spoken upon request.

DIRECT MESSAGING / QUICK MEMOS

The OfficeServ 7100 allows voicemail subscribers to quickly leave voice messages for other subscribers, without the need to actually call the subscriber.

E-MAIL GATEWAY — See Unified Voicemail

FIND ME

If authorized to do so, a subscriber can create a list of stored telephone numbers for their mailbox.When callers reach the subscribers voicemail they are given the option to try to locate the subscriber.The OfficeServ 7100 will dial through the stored telephone number list attempting to reach the subscriber. If the subscriber is not reached or chooses to reject the call, the caller will be sent to the subscriber's voicemail box.

FLEXIBLE NUMBERING PLAN

The OfficeServ 7100 voicemail is capable of distinguishing between similar dialing strings. For example mailboxes 2, 201, and 2011 can all coexist without risk of callers being misdirected.This is very useful in situations where one subscriber may require multiple voicemail boxes.The voicemail can accommodate mailboxes with as few as 1 or as many as 10 digits.

FOLLOW ME

If authorized to do so, a subscriber can choose to have callers that reach their voicemail box to be forwarded to another destination, such as a cell phone. The OfficeServ 7100 will dial the new destination and prompt the subscriber to accept or reject the call. If the subscriber is not reached or chooses to reject the call, the caller will be sent to the subscriber's voicemail box.

GROUPING / SORTING OF MESSAGES

If authorized to do so, a subscriber can choose to have callers that reach their voicemail box to be forwarded to another destination, such as a cell phone. The OfficeServ 7100 will dial the new destination and prompt the subscriber to accept or reject the call. If the subscriber is not reached or chooses to reject the call, the caller will be sent to the subscriber's voicemail box.

GROUP MAILBOXES

The OfficeServ 7100 provides the ability to create voicemail boxes that are associated to a station group rather than a single station.

INDIVIDUALLY DEFINED MAILBOXES AND STATIONS

The OfficeServ 7100 allows creation of voicemail boxes that do not have associated stations. This is ideal for creating announcement mailboxes or for allowing remote users to have voicemail without actually being a part of the phone system.

KEYSET DISPLAY AND SOFT KEY SUPPORT

For subscribers who have a station equipped with a display the OfficeServ 7100 voicemail application can provide additional functionality.The display will be used to display notification of new messages.Also, when navigating the voicemail options the display will enable special soft key commands for faster navigation through the system.

MAILBOX BACKUP AND RESTORE

The customer can backup mailbox data for archiving and restoration purposes.

MESSAGE DELIVERY OPTIONS

When creating a quick memo or messaging another subscriber a subscriber may set any of a number of priority delivery options. Messages can be flagged any of the following: Urgent Priority, Return Receipt Request, Callback Request, Private, or Reply Required.

MESSAGE LENGTH CONTROLS

The administrator can configure many options to control the usage of disk space in the OfficeServ 7100 voicemail. These options include setting the maximum number of messages a mailbox can take, the maximum greeting length a subscriber can record, and the maximum length of messages left by a caller. The administrator can even configure an entire mailbox to be automatically deleted after a certain period of time. These options help to more efficiently manage message storage space and prevent abuse of the system.The maximum voice mail message length capability is 2.5 hours.

MESSAGE NOTIFICATION

The OfficeServ 7100 voicemail can alert subscribers of messages in a variety of ways. In addition to the normal keyset indicator, the subscriber can be notified via: cell phone, pager, and e-mail. Any or all of these options can be enabled.This allows subscribers a great deal of flexibility in how and where they receive their messages.

MESSAGE PLAYBACK OPTIONS

Subscribers are given a wide variety of options when listening to messages. In addition to the standard play, pause, rewind, fast forward, replay, delete, forward, and reply subscribers can: adjust the volume of messages up or down, increase the playback speed of the recording, or choose to scan messages by playing only the first few seconds of each message.

MESSAGE UNDELETE

When a message is deleted by a user it is flagged for deletion during the nightly maintenance, which takes place at 3 a.m.The OfficeServ 7100 voicemail allows subscribers to retrieve deleted messages anytime before the daily maintenance has run. This is extremely useful for those occasions where a subscriber accidentally deletes a message or finds they missed one critical piece of information from the message.

MESSAGE UNSEND

A subscriber may choose to unsend a message any time before the recipient has listened to the message.The message will be immediately purged from the recipient's mailbox.

MESSAGE WAITING INDICATION

The OfficeServ 7100 will automatically update message waiting indicators when a new voicemail message arrives.Additionally, subscribers who have a display keyset will be shown the total number of new messages in their mailbox.

MINIMUM PASSWORD LENGTH

The administrator can set a minimum length for subscriber passwords.Password length can be set from 0 (no minimum length) to 8 digits.This feature is useful for situations where enhanced security is required.

MULTIPLE ALPHABETICAL DIRECTORIES

The OfficeServ 7100 voicemail application allows the creation of up to 1000 unique directories. These directories are used by both the voicemail and automated attendant applications to allow callers and subscribers to dial or message subscribers based upon their name rather than their station number.

MULTIPLE PERSONAL GREETINGS

The OfficeServ 7100 voicemail recognizes five different reasons why a subscriber does not answer a call. These reasons are referred to as 'Call Coverage Conditions'. The voicemail administrator can allow a subscriber to assign a different personal greeting to each Call Coverage Condition. Subscribers may record a pool of up to 9 different custom greetings to assign to Call Coverage Conditions.

NAME ADDRESSING

This feature allows a subscriber to address messages to other subscribers by name instead of by mailbox number, eliminating the need to look up numbers or carry personal directories while traveling.

NETWORK MAILBOXES (AMIS)

The OfficeServ 7100 voicemail application is AMIS (Audio Messaging Interchange Specification) compliant. The AMIS network provides the ability to retransmit voicemail messages from one voicemail unit to another. Any voicemail application that is AMIS compliant can send messages to or receive messages from the OfficeServ 7100 voicemail. This is particularly useful in network environments where more than one voicemail unit is in use.

NIGHT INTERCEPT

If a subscriber configures their availability schedule the system will automatically intercept calls made after hours. Instead of attempting to ring the subscriber at their station, the caller is immediately shunted to the voicemail box to leave a message.

NOTE: For this feature to work properly calls must be routed to the subscriber through the automated attendant.

PARK AND OVERHEAD PAGE

For those subscribers who are frequently away from their desk, the OfficeServ 7100 voicemail provides a Park and Page capability.When a caller reaches one of these subscribers they can be given the option to page the subscriber. The subscriber is then paged and given the option to pick up the caller. If the subscriber rejects the call or does not respond the caller is routed to the subscriber's voicemail box.

PERSONAL MAILBOX ADMINISTRATION

The OfficeServ 7100 voicemail application provides an extensive telephone user interface for subscribers to use for configuration of their mailbox. From this interface users can configure every aspect of their mailbox such as: changing passwords, recording and editing greetings, setting up stored telephone numbers, setting availability schedules, and more.

PERSONAL SINGLE DIGIT OPTIONS

The OfficeServ 7100 voicemail provides the administrator the ability to configure single digit options for a subscriber's mailbox.When callers reach the subscriber's voicemail they are presented with the ability to use these single digit options. This feature is useful for giving callers the ability to dial other departments or access automated attendant functions.

PROGRAMMABLE MESSAGE RETENTION

The administrator may set a specific time limit to store messages for a subscriber's voicemail box. When a message has not been listened to for this length of time it will be automatically deleted. This option is configured on a per-mailbox basis.

RETRIEVE PUBLIC CALLER

If a caller is holding or leaving a message for a subscriber and that subscriber logs in to their mailbox, they will be notified that a caller is currently waiting for them and asked if they wish to retrieve the caller.The subscriber can then choose to speak to the caller or send them to the voicemail box to leave a message.

SCHEDULE FUTURE DELIVERY

The OfficeServ 7100 voicemail application allows subscribers to set a future delivery date when attempting to send a quick memo or messaging another subscriber. This is very useful for creating “to-do” lists, or for sending such things as meeting or holiday reminders.

SUBSCRIBER ADMINISTRATION

The OfficeServ 7100 provides an administrator access to a telephone user interface for system administration. The system administration interface allows the administrator to create, delete, or edit voicemail boxes. Edit mode allows access to things such as resetting passwords and entering directory names.

VOICE PROMPTED PROGRAMMING

The OfficeServ 7100 provides a robust telephone user interface (TUI) for voicemail configuration. This TUI allows administrators the ability to manage subscriber mailboxes. It also provides subscribers the ability to configure almost every aspect of their mailbox without the need to memorize a complicated series of keystrokes.

UNIFIED VOICEMAIL

Samsung's Unified Voicemail solution allows users to receive voicemail and fax messages directly in their email inbox through a feature called the E-Mail Gateway. Unified voicemail provides a vast array of functionality from listening to messages from any sound-enabled device that can access your email to archiving important messages.This functionality provides a simple, secure, and personalized way to access a voicemail box without the need to remember command sequences or phone numbers.

The E-Mail Gateway feature supports delivery of any Samsung mailbox message, including voicemail and fax mail items.Delivery is configured on a per-user basis, and supports delivery to any standard SMTP mail server. Users can view these emails from any standard email client, such as Microsoft® Outlook. The maximum length of an e-mail gateway file attachment is 12 minutes. E-mail gateway messages of more than 10 minutes will only send a notification.

Two different Unified Voicemail email styles can be defined. Notification Only emails include a complete detailing of both the caller's information and the message status.Delivery emails include this information in addition to a file attachment of WAV (for voicemail) or TIF (for fax mail).

Once in the user's email inbox the message can be archived or forwarded just like any other email.Voicemails delivered to a user's email inbox can optionally be deleted from the voicemail system to minimize mailbox clutter and reduce system overhead.

The E-Mail Gateway feature can be enabled for up to 5 users by default. An additional license can allow the system to provide the feature to all users.Unified Voicemail also allows an administrator to be notified in the event of a problem in the E-Mail Gateway performance.

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

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 destination.

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.

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:


  1. Calls answered by agent.
  2. Calls that are not answered by an agent and go to final destination.
  3. 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 follows:


  1. Queue time begins when a caller starts to hear the first UCD message.
  2. 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:


  1. Queue time begins when a caller starts to hear the first UCD message.
  2. 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

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.