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Samsung Dcs 400si Auto Attendant And Call Dist. Admin Guide

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AUTO ATTENDANT AND UNFORM CALL DISTRIBUTION ADMINISTRATION GUIDE DCS 400si DIGITAL COMMUNICATIONS SYSTEM April 1999 TABLE OF CONTENTS OVERVIEW .......................................................................... AUTO ATTENDANT Recording Greetings ..................................................................... Playing Greetings .......................................................................... Changing the Greeting ................................................................. Manual Ring Plan Mode Service .................................................. Auto Ring Plan Service ................................................................ 2 2 3 3 3 1 UNIFORM CALL DISTRIBUTION Supervisor .................................................................................... 4 Alarms .......................................................................................... 4 Supervisor Key .............................................................................. 5 Call ............................................................................................ 5 Agent ........................................................................................ 6 Admin ........................................................................................ 7 Call Statistics ................................................................................ 8 Calls in Queue Now .................................................................. 8 Abandoned Calls ...................................................................... 8 Average Ring Time .................................................................... 8 Number of Times All Agents Busy ............................................ 8 Average Time in Queue ............................................................ 9 Total Calls Received ................................................................. 9 Longest Queue Time Today ...................................................... 9 Longest Queue Time Now ...................................................... 10 Agent Statistics ........................................................................... 10 Logged In ................................................................................ 10 Status ..................................................................................... 10 Calls Answered ...................................................................... 10 Average Call Time ................................................................... 10 Average Ring Time .................................................................. 11 Call Status .................................................................................. 11 Sample UCD Report ................................................................... 12 OVERVIEW Your DCS 400si telephone 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 activated in your system. 1 AUTO ATTENDANT The auto attendant will answer and process incoming calls without human intervention. The caller is answered and hears a message prompting him/her to dial numbers to reach extensions in the phone system or follow other options provided by the AA card. Your installation and service company has already designed and programmed these options for you, including the greetings and messages that play at different times while the call is being processed. The only administration associated with this card is the greeting change. Different day and night greetings may be programmed. These change when the DCS 400si system switches from normal day operation to evening operation. Additionally, an alternate greeting may be recorded to indicate a holiday, an emergency or another temporary closure. From time to time, it may be necessary to manually change the active greeting from the current (day or night) to the alternate (holiday). Enter the number of the prompt to play (if in doubt get a list of the prompts from your installation and service company) The prompt will begin to play along with all subsequent prompts CHANGING THE GREETING The AA card allows the system administrator to call in and change the current operating ring plan with its associated greeting to a different ring plan mode with or without an alternate greeting. RECORDING GREETINGS To record greetings (or prompts) you must have an AA RECORD key programmed on your keyset. Select a quiet place where you will not be disturbed. Each AA card has 4 minutes of recording time. Call the auto attendant and dial a special passcode while you are listening to the present operating ring plan's associated greeting.Your service company technician programs the special passcode for you. Dial 1 for the first ring plan with its preprogrammed greeting, 2 for the second ring plan with its preprogrammed greeting, 3 for the third ring plan with its preprogrammed greeting, 4 for the fourth ring plan with its preprogrammed greeting, 5 for the fifth ring plan with its preprogrammed greeting, or 6 for the sixth ring plan with its preprogrammed greeting. Dial a 0 to leave the greeting for that ring plan or a 1 to enable your alternate greeting. Hang up. The selected ring plan with its associated greeting is set. MANUAL RING PLAN MODE SERVICE Press the AA RECORD key Enter the passcode (this can be supplied by your installation and service company) Lift the handset and press HANDSET softkey Dial the first AA port (this will usually be 3951) Enter the number of the prompt to record (if in doubt get a list of the prompts from your installation and service company) Begin recording after the tone, when finished press the AA RECORD key Repeat as necessary When the DCS 400si phone system changes from one of its ring plans, the AA greeting associated with that ring will also change. When the ring plan of the phone system is changed remotely the ring plan status of the DCS 400si phone system is also changed. This means that a customer who needs to put the system in a different ring plan can call in remotely and do it. When the alternate greeting is set, the DCS 400si system will go into the ring plan selected. If a RTO or a RP key is programmed on the DCS 400si and alternate greeting is enabled, then the RTO or RP key will FLASH. AUTO RING PLAN SERVICE PLAYING GREETINGS You may play the greetings to check that you are happy with the quality and content. To do this you must have an AA PLAY key programmed on your keyset. Press the AA PLAY key Dial the first AA port (this will usually be 3951) Manually changing an Auto Attendant to a different ring plan without an alternate greeting. The greeting will change the DCS 400si system ring plan until the next scheduled change by the automatic time tables program. Manually changing an Auto Attendant greeting to an alternate greeting will flash the RTO and/or RP button to indicate that the alternate greeting is set. The system will continue in the selected ring plan until manually changed. The auto ring plan service will be suspended during this time. 2 3 UNIFORM CALL DISTRIBUTION UCD is used to distribute calls to a group of agents. If the group members are all busy, UCD controls queue patterns and information messages. It also provides agent and call statistics in both real time on a keyset display and in the form of printed reports at a customer-provided printer. Your installation and service company has already designed and programmed these options for you, including the group members, timing parameters, greetings and messages that play at different times while the call is being processed. NOTES: 1. Pressing the SUPERVISOR key has no effect on the visual alarm but it will cancel the audio alarm (stop it from ringing until the next activation—it is not disabled permanently). 2. Your keyset will indicate a visual alarm condition for as long as the alarm condition exists. SUPERVISOR KEY Throughout this guide, the displays used are for example only. The numbers and names on your display may differ slightly. Press the SUPERVISOR key. You will be presented with three options: 523: SALES CALL ADMIN AGENT The CALL and AGENT options allow the supervisor to view statistics for each of these areas while ADMIN is used to clear the saved data and run reports. Let’s explore each of these options by pressing the key directly below the word on the display. SUPERVISOR Each UCD group can be assigned one or more optional supervisors. A supervisor can be responsible for more than one UCD group. If you are a supervisor, you will have a special key assigned to your display keyset that will allow you to administrate the UCD group. Your keyset will have a separate SUPERVISOR key for each UCD group. UCD alarm conditions will show by flashing these keys. CALL When you press CALL, you will be presented with the following display. It shows you how many calls are currently in queue. 000 calls in queue now Press the UP key. You will be presented with the following display. It shows you the average amount of time it takes a caller to be answered after the call begins ringing at 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 possible for this total to represent more than one day’s calls if the AUTO CLEAR option is not turned on. 000 times all busy today ALARMS Your installation and service company may have programmed alarm conditions to alert you to the following: The number of calls waiting at the UCD group has exceeded a specific programmed number The amount of time a caller has been waiting has exceeded a specific programmed time Both options above When the alarm is activated at your keyset, one of the following will occur: Your SUPERVISOR key will flash and the keyset display will indicate the type of alarm condition (time or number of calls). ALARM SUPERVISOR 5XX: RING TIME or ALARM SUPERVISOR 5XX: QUEUE TIME Your SUPERVISOR key will flash and the keyset display will indicate the type of alarm condition (time or number of calls) and an audible alarm will sound. 4 5 Press the UP key. You will be presented with the following display. It shows you the average time a caller waits in queue before being answered by an agent. average time in queue is 00:00 Press the UP key. You will be presented with the following display. It shows you the total number of calls received. It is possible for this total to represent more than one day’s calls if the AUTO CLEAR option is not turned on. 0000 calls received today Press the UP key. You will be presented with the following display. It shows you the longest time a caller waited in queue before answered by an agent. longest queue time is 00:00 Press SCROLL. You will be presented with the following display. It shows you haw many calls station 212 answered. It is possible for this total to represent more than one day’s calls if the AUTO CLEAR option is not turned on. 212: answered 000 calls today Press SCROLL. You will be presented with the following display. It shows you the average call duration for this agent. 212: average call time 00:00 Press SCROLL. You will be presented with the following display. It shows you the average amount of time it take for this agent to answer a call. 212: average ring time 00:00 AGENT Throughout the AGENT menu, you can press the SCROLL key at any time to view an individual station’s data. You can also use the UP and DOWN keys to move between stations. When you press AGENT, you will be presented with the following display. The “available” number shows how many agents are programmed in this particular UCD group. The “logged in” number shows how many agents are currently available to take calls (not in Do Not Disturb (DND), logged out or busy). 06 available 05 logged in Press the UP key. You will be presented with the following display. It shows you the first station in the UCD group, its associated directory name and the status of that station (in group, out of group or in DND). 212: FRED SMITH status: IN NOTE: Press the key directly below the word IN or OUT to change the status of the station to the opposite condition. DND cannot be changed here. ADMIN When you press ADMIN, you will be presented with the following display. The CLEAR option is used to clear (set to 0) the CALL and AGENT data for the current group (in this case 529, the sales group). The PRINT option is used to print the CALL and AGENT data 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 two options—MANUAL and AUTO. CLEAR GROUP DATA MANUAL AUTO If you select MANUAL, choose YES or NO to immediately clear the data. If you select AUTO, you can turn the automatic clear function ON or OFF to clear the data automatically at a programmed time. If you select ON, you will be prompted to enter a new time to automatically clear the data. The time is entered in 24 hour format, for example, 11:30 p.m. is entered 2330. Select VIEW to see or change the currently selected AUTO option. Press the right soft key to turn automatic clearing ON and OFF. 7 6 PRINTING DATA/RUNNING REPORTS Select the PRINT option. You will be presented with two options—MANUAL and AUTO. PRINT GROUP DATA MANUAL AUTO Example: If there are 5 members in a group, 3 are Out of Group one is busy and one is idle, and a call is placed to the group, because there is an idle station the all agents busy counter is not incremented. If the idle station rings, does not answer and is logged out, although the condition of the group is now all agents busy, the check has been made and the agent busy statistic does not increment. Also if a call comes into a group with all agents busy and then one becomes idle, the busy counter will increment because the check has been made. If you select MANUAL, choose YES or NO to immediately print the data to your customer-provided printer. If you select AUTO, you can turn the automatic print function ON or OFF to print the data automatically at a programmed time. If you select ON, you will be prompted to enter a new time to automatically print the data. The time is entered in 24 hour format, for example, 11:30 p.m. is entered 2330. Select VIEW to see or change the currently selected AUTO option. Press the right soft key to turn automatic printing ON and OFF. AVERAGE TIME IN QUEUE This is calculated as an average of all the calls that were in queue. Note that this is ONLY an average of the calls that were in queue. The caller must have heard the first UCD recording to be considered in queue. TOTAL CALLS RECEIVED The total number of times that calls were sent to the UCD group number. (This does not include calls sent to a station number that happens to be in a UCD group, the call must be sent to the group number 530 - 549). This statistic includes calls that were answered by the group, Calls that went to a group with all agents busy or out of group, calls that are abandoned and calls that go to UCD final destination. This includes intercom calls to the UCD group. If this number is less than the total calls received by all the agents it is possible that calls were transferred from one agent to another. If this number is more than the total calls received by all the agents it is possible that calls were unanswered by an agent and went to final destination or callers hung up while in queue. This statistic includes: CALL STATISTICS The following is a description of statistics that can be viewed by a UCD Supervisor. CALLS IN QUEUE NOW How many calls are currently in queue. This 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 probably means that there are not enough agents available and the wait time is too long. AVERAGE RING TIME This is calculated from the time an agent begins to ring until the time an agent answers the call, this does not include ringing at an agent station that does not answer or is logged out because of the ring next option. Calls answered by agent. Calls that are not answered by an agent and go to final destination. Calls that are sent to the UCD group but callers hang up before being answered. NUMBER OF TIMES ALL AGENTS BUSY This is the number of times that a call is placed to a UCD group and all agents are busy or out of group. This check is made when the call is first placed to the group. If all agents are busy or logged out this counter is incremented. It will not increment again for this call unless the call is answered and transferred back into the UCD group. LONGEST QUEUE TIME TODAY This 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: 8 9 Answered by an agent. System gets disconnect from C.O. or Caller is transferred to final destination. AVERAGE RING TIME This is an average of all the ring times for the agent. Ring times are previously explained. LONGEST QUEUE TIME NOW This shows the longest call currently in queue. 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: CALL STATUS (CS) This key may be programmed on each agent keyset to provide an indication of waiting calls at the UCD group. This key has no effect when pressed, but will flash amber or red to indicate that calls are waiting. There are two levels that can be programmed for this key, the are CS level 1 and CS level 2. By default these levels are 05 for level 1 and 10 for level 2. This means that when there are 5 or more calls in queue at the UCD group the CS key will flash amber, when there 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. Answered by an agent. System gets disconnect from C.O. or Caller is transferred to final destination. AGENT STATISTICS Each statistic in this category can be read individually for each UCD agent. LOGGED IN The number of stations programmed in the UCD group and the number of stations that are currently logged in. This statistic is a real time statistic and so will not print on a report. STATUS This screen shows the agents name, extension number and status. The status can be in Group, Out of group or in DND. This statistic is a real time statistic and so will not print on a report. CALLS ANSWERED The total number of calls received by the agent. This does not include ring no answer to a agent station. If the total number of all 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 number of all agent calls is more than the calls received by the group it is possible that calls were transferred from one agent to another. AVERAGE CALL TIME This is an average of all the call durations for the agent. 10 11 SAMPLE UCD REPORT ======================================================= UCD GROUP 530 : SALES FROM: SUN 02 Feb 00:00 TO : SUN 02 Feb 02:54 CALL STATISTICS =============== AVERAGE RING TIME(TIME TO ANSWER)...... ............. 00:40 NUMBER OF TIMES ALL AGENTS BUSY........ .............. 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 N O T E S CALLS AVERAGE RING ANSWERED CALL TIME TIME -------------------------------------------------------------------------------------------------------01 210 JOHN 0002 01:55 00:05 02 211 SAM 0001 02:18 00:06 03 208 MIKE 0003 01:22 00:04 04 207 PETER 0001 03:16 00:05 12 N O T E S Samsung Telecommunications America, Inc.