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AUTO ATTENDANT

AND

UNFORM CALL DISTRIBUTION

ADMINISTRATION GUIDE

iDCS 500

DIGITAL COMMUNICATIONS SYSTEM

November 2001

Samsung Telecommunications America reserves the right without prior notice to revise infor-
mation in this guide for any reason. Samsung Telecommunications America also reserves the
right without prior notice to make changes in design or components of equipment engineering
and manufacturing may warrant. Samsung Telecommunications America disclaims all liabilities
for damages arising from the erroneous interpretation or use of information presented in this
guide.

Summary of Contents for iDCS 500

Page 1: ...ce to revise infor mation in this guide for any reason Samsung Telecommunications America also reserves the right without prior notice to make changes in design or components of equipment engineering...

Page 2: ...Alarms 5 Supervisor Key 6 Call 6 Agent 7 Admin 8 Call Statistics 10 Calls in Queue Now 10 Abandoned Calls 10 Average Ring Time 10 Number of Times All Agents Busy 10 Average Time in Queue 10 Total Call...

Page 3: ...ephone system is equipped with an integrated option package to enhance call processing The improved feature support is in the form of Auto Attendant and Uniform Call Distribution One or both may be ac...

Page 4: ...or RP key will FLASH AUTO RING PLAN SERVICE Manually changing an Auto Attendant to a different ring plan without an alternate greeting The greeting will change the iDCS 500 system ring plan until the...

Page 5: ...imes while the call is being processed SUPERVISOR Each UCD group can be assigned one or more optional supervisors A su pervisor can be responsible for more than one UCD group If you are a su pervisor...

Page 6: ...t a station average ring time is 00 00 Press the UP key You will be presented with the following display It shows you the number of C O calls that rang in when all members of the group were busy It is...

Page 7: ...ta for the current group in this case 529 the sales group It requires a customer provided printer 529 Sales group PRINT CLEAR Clearing Stored Data Select the CLEAR option You will be presented with tw...

Page 8: ...his 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 pro...

Page 9: ...l agent calls 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 the total numbe...

Page 10: ...SY 00002 AVERAGE TIME IN QUEUE 00 51 TOTAL CALLS RECEIVED 00011 LONGEST QUEUE TIME TODAY 02 14 TOTAL CALLS ABANDONED 00004 AGENT STATISTICS MEMBER AGENT NAME CALLS AVERAGE RING ANSWERED CALL TIME TIME...

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