Samsung OFFICESERV 7100 - Manual (Page 35)

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 spe-
cific 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 CALL button
automatically places the call on hold when Automatic Hold is enabled. Pressing TRSF, CONFERENCE, PAGE or
a DSS key always automatically places a C.O. call on hold. Intercom calls can be automatically held only by
pressing TRSF or CONFERENCE. Each keyset user can enable or disable Automatic Hold.
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
needed. 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 branch groups available, but a station can only be in one branch group.
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
4.5
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