Samsung OfficeServ 500 User Instruction

Also see for OFFICESERV 500 Series: Service manual System administration guide Quick setup guide Quick setup guide Quick setup guide

Contents

Longest Queue Time TodayThis shows the longest call in queue today.The queue time is calculated as follows:Queue time begins when a caller starts to hear the first UCD message.Queue time ends when a caller is either: Answered by an agent. System gets disconnect from C.O. or Caller is transferred to final destination.AGENT STATISTICSEach statistic in this category can be read individually for each UCD agent.Logged InThe number of stations programmed in the UCD group and the number of sta-tions that are currently logged in.This statistic is a real time statistic and so will notprint on a report.StatusThis screen shows the agents name, extension number and status. The status canbe in Group, Out of group or in DND.This statistic is a real time statistic and so willnot print on a report.Calls AnsweredThe total number of calls received by the agent. This does not include ring noanswer to a agent station.If the total number of all agent calls is less than the calls received by the group itis possible that calls were unanswered by an agent and went to final destinationor that callers hung up while in queue.If the total number of all agent calls is more than the calls received by the groupit is possible that calls were transferred from one agent to another.Average Call TimeThis is an average of all the call durations for the agent.1312Average Ring TimeThis is an average of all the ring times for the agent. Ring times are previouslyexplained.CALL STATUS (CS)This key may be programmed on each agent keyset to provide an indication ofwaiting calls at the UCD group.This key has no effect when pressed, but will flash amber or red to indicate thatcalls are waiting.There are two levels that can be programmed for this key and they are: CS level 1and CS level 2.Example: Level 1 is set to 05 and Level 2 is set to 10. This means that when thereare 5 or more calls in queue at the UCD group the CS key will flash amber, whenthere are 10 or more calls in queue at the UCD group the CS key will flash red.These levels can be changed by your service company.MANUAL WRAP-UPWhen it is not practical for an agent to follow the preset wrap-up timer it can bemanually controlled. Assign an Agent Busy Wrap-Up (ABW) key to select keysets. While on an UCD call press the ABW key.The LED will light red and you will notreceive another UCD call. When finished with any work related to this call press the ABW key again. TheLED will turn off and you are available for another UCD call.AGENT PIN NUMBERSThe system has the capability to require agents to log in and log out with a PINnumber. Ask the installing technician to enable this option on a per UCD basis(MMC 607). In addition you may be permitted access to MMC 718, Agent ID Code,where you can assign up to 100 (OfficeServ 100), 300 (OfficeServ 500 L version)and 100 (OfficeServ 500 M version) agents. Codes can be from 1-4 digits in length.Dial code entry number 001-300 (e.g., 005) or press UP or DOWN keys to selectindex number and press RIGHT soft key to move cursor.AGENT PIN (005)ID: GRP: