Samsung OfficeServ 7400 General Description Manual

Also see for OfficeServ 7400: System administration guide User guide User instructions Technical manual General description

Contents

CALL CENTERACD/UCD Call Centers are required when the user expects to have more ringing calls then people (agents) toanswer them. This functionality prevents callers from receiving busy signals or lengthy ring delays beforeanswering. Callers reaching a busy group with no available agents are held in queue for the next availableagent. First and second announcements reassure the caller until an agent becomes available. The OfficeServ7400 can have 32 simultaneous ACD/UCD groups with a maximum of 99 agents per group using sequentialor distributed ring modes. Any time there are one or more calls in queue and no available agents, the longestwaiting call will automatically be distributed to the next available agent. When there are no calls in queuethe 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 embeddedbasic reporting package included with the telephone system is ideal for small informal call center solutionsas it provides simple ASCII text reports to a customer provided LAN printer, as well as informational displaysat a supervisor’s display telephone. The more sophisticated call center may require the optional OfficeServDataView CTI application that provides historical reporting, agent and call monitoring and wallboard dis-plays.NOTE: Some features require optional hardware or software. Ask your authorized Samsung Dealer for details.Agent Busy / Manual Wrap-Up KeyThis UCD group feature allows an agent to have a programmed button that when depressed will remove thekeyset from free status within the group.The agent can depress the button again to return the keyset to freestatus. This provides a method for agents to manually extend their wrap-up time when necessary. This alsoallows agents to perform other duties such as receiving or making telephone calls without having to log outof the group.Agent PIN (ID) NumbersWhen desired this feature allows agents to be assigned a PIN number to use when logging in and out of aUCD group.This allows an agent to move from location to location and retain their productivity records.Thereare a total of 300 PIN numbers available in the system.Agent Login & LogoutAt any time agents may login or out of a station call group by dialing an access code or simply pressing theIOG button for the selected group. A red LED on the IOG button indicates you are in the group.Automatic LogoutThis feature allows the system to further limit ringing delays by automatically logging out stations that areunattended. If a call is delivered to a station that does not answer after a programmable number of rings, thestation is automatically logged out of the group so that no further call attempts will be made until the agenthas logged back in.Automatic Wrap-up TimerThe wrap-up timer prevents calls to an agent for a programmable period of time. This allows the agent to fin-ish up paper work associated with the last call.Priority Call QueuingThis feature places calls to a station queue ahead of other calls based on priority level (1-9).The system com-pares the DID number, Caller ID, or trunk ID to a preprogrammed table and assigns the call a correspondingpriority that places it in the appropriate position in the queue. This functionality is ideal when specific cus-tomers require special treatment.4.6