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 #.
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.
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.
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 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.
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.
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.
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.
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.
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.
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.
- Call Activity Display
- Call Center
- Call Costing
- Call Forwarding
- Caller ID Features
- Caller Identification
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
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.
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.
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.
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.
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.
This feature forwards all calls only when the station set is busy. The station user can originate calls as usual.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
The OfficeServ 7100 supports three methods of identifying an incoming caller depending on the circuit type as described below.
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.
On 5ESS and DMS 100 switches, NI2 PRI circuits both name and number support are provided on the OfficeServ 7100 system.
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.
Keyset users may manually dial additional digits following a speed dial call or chain together as many speed dial numbers as are required.
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.
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 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 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 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 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.
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.
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.
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.
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.
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.
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.
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 SELECTIONEach 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.
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).
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
There are over 50 programmable system timers to allow each installation to be customized to best fit the end user's application.
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.
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.
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.
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.
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.
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.
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 (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).
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.
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.
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
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 ALARMSA 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.
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.
The OfficeServ 7100 supports only one tenant service.
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.
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.
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.
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)
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.
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.
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.
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:
- H.323 Trunking
- SIP IP Trunking
- 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.
- 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.