Samsung OFFICESERV 7100 - Manual (Page 36)

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 dis-
plays.
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.
Automatic Logout
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 fin-
ish 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 com-
pares 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 cus-
tomers require special treatment.
EMBEDDED REPORTING PACKAGE
The OfficeServ 7100 system provides some basic reports and statistics available to a supervisor using a dis-
play keyset. These features can be used in conjunction with, or independently of, the OfficeServ™ DataView
reporting and monitoring package.
4.6
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