Home Page Table of Contents TM OfficeServ 7100 General Description Supports Software Version 4.40 or Higher Every effort has been made to eliminate errors and ambiguities in the information contained in this booklet. Any questions concerning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA. SAMSUNG TELECOMMUNICATIONS AMERICA disclaims all liabilities for damages arising from erroneous interpretation or use of information presented in this manual. Home Page Publication Information SAMSUNG TELECOMMUNICATIONS AMERICA reserves the right without prior notice to revise information in this publication for any reason. SAMSUNG TELECOMMUNICATIONS AMERICA also reserves the right without prior notice to make changes in design or components of equipment as engineering and manufacturing may warrant. Copyright 2007-2010 Samsung Telecommunications America All rights reserved. No part of this manual may be reproduced in any form or by any means— graphic, electronic or mechanical, including recording, taping, photocopying or information retrieval systems—without express written permission of the publisher of this material. PRINTED IN USA/10 Table of Contents Home Page Table of Contents TABLE OF CONTENTS PART DESCRIPTION 1 SYSTEM OVERVIEW 1.1 1.2 PAGE GENERAL DESCRIPTION ..........................................................................................................................1.1 SIZE AND CONFIGURATION ..................................................................................................................1.3 1.2.1 CABINET LAYOUT ..........................................................................................................................1.3 1.2.2 SYSTEM CAPACITIES ....................................................................................................................1.5 1.3 1.4 1.5 2 1.2.3 SAMPLE CONFIGURATION ........................................................................................................1.7 TECHNOLOGY ............................................................................................................................................1.7 PROGRAMMING ........................................................................................................................................1.7 MIGRATION TO OFFICESERV 7200 OR OFFICESERV 7400............................................................1.8 HARDWARE DESCRIPTIONS 2.1 SYSTEM CABINET ......................................................................................................................................2.1 2.2 PROCESSOR CARDS ..................................................................................................................................2.1 2.2.1 EMBEDDED APPLICATIONS ......................................................................................................2.1 2.2.2 MEDIA CARD ..................................................................................................................................2.2 2.3 INTERFACE CARDS ....................................................................................................................................2.3 2.4 DAUGHTERBOARD MODULES ..............................................................................................................2.3 2.5 COMMON OfficeServ INTERFACE CARDS..........................................................................................2.4 2.6 STATION EQUIPMENT ..............................................................................................................................2.7 2.6.1 DS 5000 SERIES EQUIPMENT ....................................................................................................2.7 2.6.2 iDCS SERIES EQUIPMENT ..........................................................................................................2.9 2.6.3 DCS SERIES EQUIPMENT ..........................................................................................................2.11 2.6.4 OFFICESERV™ SMT-i SERIES IP EQUIPMENT ....................................................................2.12 2.6.5 OFFICESERV™ SOFTPHONE....................................................................................................2.15 2.6.6 OFFICESERV™ WIRELESS..........................................................................................................2.15 2.6.7 SIP DEVICES ..................................................................................................................................2.17 3 SPECIFICATIONS 3.1 ELECTRICAL SPECIFICATIONS................................................................................................................3.1 3.1a I/O VOLTAGE OF PSU ....................................................................................................................3.1 3.2 DIMENSIONS................................................................................................................................................3.1 3.3 ENVIRONMENTAL LIMITS ........................................................................................................................3.2 3.4 CABLE REQUIREMENTS............................................................................................................................3.2 3.5 RING AND TONES ......................................................................................................................................3.2 3.5.1 RING CYCLES....................................................................................................................................3.2 3.5.1a SYSTEM RING CYCLES ................................................................................................................3.2 Home Page Table of Contents 3.5.2 RING ....................................................................................................................................................3.3 3.5.3 SYSTEM TONES ..............................................................................................................................3.3 3.6 KEYSET LED INDICATIONS ......................................................................................................................3.3 OFFICESERV 7100 FEATURE CAPACITIES ........................................................................................................3.4 4 BUSINESS FEATURE PACKAGE 4.1 SYSTEM FEATURES DESCRIPTIONS......................................................................................................4.3 4.2 STATION FEATURES DESCRIPTIONS ..................................................................................................4.32 4.3 DISPLAY FEATURES DESCRIPTIONS ..................................................................................................4.40 4.4 AUTO ATTENDANT FEATURE DESCRIPTIONS ................................................................................4.47 4.5 VOICE MAIL FEATURE DESCRIPTIONS ..............................................................................................4.50 4.6 SAMPLE SMDR PRINTOUT WITH CALLER ID ..................................................................................4.56 4.7 SAMPLE SMDR PRINTOUT WITH CALLER ID/ANI NUMBER ......................................................4.57 4.8 SAMPLE OF UCD EMBEDDED REPORT ............................................................................................4.58 4.9 UCD CALL STATISTICS............................................................................................................................4.59 4.10 UCD AGENT STATISTICS ........................................................................................................................4.61 4.11 SAMPLE TRAFFIC REPORT ....................................................................................................................4.62 4.12 TRAFFIC REPORT OVERVIEW ..............................................................................................................4.63 5 GENERAL USER INFORMATION 5.1 RADIO FREQUENCY INTERFERENCE....................................................................................................5.1 5.2 FCC REQUIREMENTS ................................................................................................................................5.1 5.3 TELEPHONE COMPANY INTERFACES ..................................................................................................5.1 5.4 MUSIC ON HOLD WARNING ..................................................................................................................5.3 5.5 DISA WARNING ..........................................................................................................................................5.3 5.6 UNDERWRITERS LABORATORIES and CANADIAN STANDARDS ASSOCIATION ..................5.3 STANDARD WARRANTY Home Page Table of Contents Convergence: One Solution (Voice, Data, Wireless) OfficeServ Web Management Web Browser (Voicemail/ AA) PSTN Applications OS Call OS Operator OS EasySet OS Dataview OS Open TSP OfficeServ Installation Tool Local/Remote Programming LAN/MODEM Connectivity Database Upload/Download Offline Database Viewing Search Engine (By MMC/Title) Software Upgrades to SD Link to Web Management LAN DSL WAN OfficeServ 7100 Access Point Data Services 4 Port PoE Switch (4SWM) Softphone IP Phones TDM and Analog sets Voice Services Wireless Phone SIP Devices FIGURE 1-1 PART 1. SYSTEM OVERVIEW 1.1 GENERAL DESCRIPTION The OfficeServ 7100 is an “office in a box” solution that converges LAN switching functions (LAN/WAN) with the 99.999% reliability of TDM voice processing. The OfficeServ 7100 platform supports industry standard Voice over Internet Protocol (VoIP), Session Initiation Protocol (SIP) as well as the more robust Telephony over IP (ToIP). The integrated Layer 2 PoE switch module adds powerful access capabilities providing data network solution for your enterprise. Combine these technologies with Samsung’s Wireless LAN IP Handsets, embedded Voice Mail Application, a suite of OfficeServ Computer Telephony applications, and much more, all in one powerful platform….A COMPLETE VOICE SOLUTION FOR THE ENTERPRISE. 1.1 Home Page Table of Contents The OfficeServ 7100 can be rack-mounted in a standard 19” data rack, wall-mounted, or set on a desktop. Its compact cabinet design, RJ-45 connectors, and CAT 5 cabling allows it to easily integrate into any data center environment along with existing data equipment. Expanding the OfficeServ 7100 system is both economical and easy. With a single cabinet providing 2 universal card slots, its low and high density card design allows greater flexibility when configuring a system for the right combination of lines and stations. The removable SD card makes it convenient to upgrade the software to future feature packages. The OfficeServ 7100 offers a variety of interface cards that allow connection to the public telephone network or to private networks using either analog or digital circuits. Proprietary digital phones, called “keysets, connect to Digital Line Interface cards (DLM or DLI). In addition to these conventional digital keyset, Samsung offers a complete line-up of IP terminals. These IP terminals use the latest Voice over Internet Protocol (VoIP) technology and can be deployed over LANs or WANs.They are ideal for distant (remote) locations providing all the benefits of the OfficeServ 7100 to home workers and road warriors. Standard telephones, generally called “single line sets”, connect to single line interface cards (SLM or SLI). In addition, DLI station ports are used to connect peripheral devices such as door phones and add-on modules. Miscellaneous circuits are built-in to allow such optional features as external paging, music on hold, background music, and common audible devices. All digital and IP telephones utilize a single PCB with surface-mounted components assuring the highest product quality and long life. Samsung’s customary large, easy-to-read displays and LEDs in the button design make them much easier to use. In many instances, sophisticated features are made simple through the use of friendly display prompts or push-on/push-off feature keys. The OfficeServ 7100 includes all of this, PLUS the same, robust, time proven, market tested feature package offered on the OfficeServ 7200 and OfficeServ 7400 products. BENEFITS • • • End to End Samsung components, Samsung Support and Samsung Training. The Ultimate in single source Shopping and maintenance! The OfficeServ 7100 can also integrate into an existing office data network providing many solutions such as isolating voice traffic onto the separate data network. The OfficeServ 7100 networks (via SPNET over IP or Qsig over PRI) to other 7100’s or any OfficeServ 7400, 7200, 500 or 100 systems. 1.2 Home Page Table of Contents 1.2 SIZE AND CONFIGURATION The OfficeServ 7100 is a modular and flexible platform. The cabinet has one (1) dedicated processor slot for the MP10a (Main Processor) and two (2) universal slots. Each of the card slots provide 64 communication channels to support high density modules. FIGURE 1-2 1.2.1 CABINET LAYOUT Figure 1.3 indicates the physical card slots in the OfficeServ 7100. These physical card slots support the various combinations of 4 port modules detailed in Part 2. HARDWARE DESCRIPTIONS. System configuration is very flexible. Plug in various four port modules in the 7 locations provided by the MP10a card and two universal cards. Physical Cabinets and Slots OfficeServ 7100: 2 Universal Slots § MOD 1 U-Slot (Slot 2) § U-Slot (Slot 1) § MP10a (Slot 0) MOD 4 MOD 7 MOD 3 MOD 6 MOD 2 MOD 5 FIGURE 1-3 Virtual Cabinets and Slots Virtual cabinets 2~7 provide (3) slots each, with each slot providing 8 virtual ports. The total virtual ports devices allowed is 144. See Figure 1-4. 8 Channels x 3 Slots x 6 Cabinets = 144 VIRTUAL CABINETS MP10a U-SLOT U-SLOT FIGURE 1-4 1.3 Home Page Table of Contents Virtual Cabinet Slots Virtual devices are stations and trunks that exist in the software database but do not require a physical connection to cards in the cabinet. The available virtual device types are listed below: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Single line telephone – SLT Digital telephone – DGP IP telephones – WIRED ITP Wireless IP handsets – WLAN ITP Samsung proprietary network trunk – SPNET TRK SIP Trunks – SIP TRK H.323 Trunks – H323 TRK SIP Station – SIP STN MOBEX Stations – MOBEX STN Group Conference Stations – GCONF STN Virtual Cabinet Slot Assignment Figure 1.5 indicates what virtual stations and trunks can be assigned to each virtual cabinet and slot. Each virtual slot can be assigned 8 devices of the same type. FIGURE 1-5 *Default Selection 1.4 Home Page Table of Contents 1.2.2 SYSTEM CAPACITIES When configuring a system to meet your requirements, select the appropriate number of interface cards listed in Part 2 of this book to support the various types of switches, trunks, stations, voice mail and miscellaneous functions. Combine both the physical ports of the main cabinet with the virtual ports in virtual cabinets 2 through 5 to build a system as required. Your authorized Samsung Installation and Service Company has special knowledge and training to do this. The following table indicates the maximum number of each circuit type or device available in the OfficeServ 7100. The system architecture is designed to be extremely flexible so as to provide a myriad of configurations. However, it is impossible to accommodate all the maximum numbers of each station or trunk type into one system. Wireless Handsets 24 Stations Standard SIP Phones Analog Phones 24 Digital Phones Samsung IP Phones / Softphone 32 Voice Mail 4 COMBINED TOTAL OF ALL STATIONS TYPES CANNOT EXCEED: 32 Standard SIP Trunks 24 Trunks Standard H.323 Trunks Analog Trunks 20 Digital Trunks T1/PRI 23 Networking Trunks 24 COMBINED TOTAL OF ALL TRUNK TYPES CANNOT EXCEED: 24 MAXIMUM STATIONS + TRUNKS + VOICEMAIL 60 Networking Nodes SPNet via QSig SPNet via IP I 99 99 Media Gateway Ports 24 Mobile Extensions (MOBEX) 60 I Required to connect an IP phone to a TDM device including paging and background music and ports used for networking or trunking. (MGI-16 + Embedded) Conferencing Circuits 5 Party Add-On Unsupervised Barge-In Call Record AME 6 6 6 6 6 Common Resources DTMF Receivers/Senders Analog Caller ID Senders/Receivers External Music On Hold (MOH) Voicemail Ports Executive MOBEX Resources Media Proxy Service Channels (2 Channels Used per Call) 8 8 1 4 8 16 4 on MCP plus 12 on optional MFM All on MCP Optional RCM2 daughter board Requires CPE and optional MIS Paging Audio Output Internal Zones External Zones 1 5 4 1 on MP10a card (32 members each internal zone) Requires customer provided equipment. I Other Devices Uses available T1/PRI card slots. Limited by IP Address Table, MMC 820. I I I I I I I I I I I I I Maximum BHCA (Busy Hour Call Attempts) (MP10a) 1,600 1.5 Six Conference Circuits to be shared by all of these features. Provides IP to IP conversations without using MGI channels (0.45 erl, 90 sec) Home Page Table of Contents Figure 1-6 indicates the physical and virtual hardware ports used to support each system device type. ITEM MAXIMUM # AVAILABLE HARDWARE Max # of Analog Trunk Ports 20 4TRM and/or 8TRK Max # of Digital Trunk Ports PRI ONLY. (T1 not supported) 23 TEPRIa = 23 (23B + D) Max # of SIP Trunk Ports 16 2 virtual slots x 8 ports = 16 Max # of H.323 Trunk Ports 24 3 virtual slots x 8 ports = 24 Max # of SPNet Trunk Ports 24 3 virtual slots x 8 ports = 24 Max # of Analog Sets 24 4SLM, 8SLI and/or 16MWSLI Max # of Digital Sets 24 4DLM, 8DLI, 8COMBO and/or 16DLI Max # of Samsung IP Phone Ports 32 4 virtual slots x 8 ports = 32 Max # of Samsung Softphone 32 4 virtual slots x 8 ports = 32 Max # of WLAN Phone Ports 24 3 virtual slots x 8 ports (SMT-W5100E) = 24 Max # of SIP Station Ports 32 4 virtual slots x 8 ports = 32 Max # of VM Ports 4 Embedded on the MP10a MAX STATION + TRUNKS + VOICEMAIL 60 32 STATIONS + 24 TRUNKS + 4 VM = 60 Max # of MGI Ports 24 8 MGI Embedded (MP10a), requires MGI license and/or MGI-16 card Max # of Virtual SLI Ports 24 3 virtual slots x 8 ports = 24 Max # of Virtual DLI Ports 24 3 virtual slots x 8 ports = 24 MAX # OF TRUNKS CANNOT EXCEED 24. MAX # OF STATION PORTS CANNOT EXCEED 32. MAX # OF MGI PORTS CANNOT EXCEED 24. MAX # OF VIRTUAL ANALOG + DIGITAL STATION PORTS CANNOT EXCEED 24. Max # of Network Nodes 99 Using SPNet over IP Max # of Station Group Members 32 Any ring type. Max # of Virtual Ports Supported 96 8 channels x 3 slots x 4 cabinets = 96 FIGURE 1-6 1.6 Home Page Table of Contents 1.2.3 SAMPLE CONFIGURATION To better understand how the OfficeServ 7100 is configured, below is an example of a practical 4 x 12 configuration using a combination of digital and IP telephones. Cabinet 1 shows the type of card installed in each physical slot. Cabinets 2~7 show the default to the virtual assignments for each virtual slot. The IP telephones may be connected to existing (external) data equipment or OfficeServ 7100 data module (4SWM) in a separate stand alone cabinet. Cabinet 1: Sample 4 x 12 Default Slot Configuration 12 Stations and 4 Trunks • • • • • 4 8 4 4 4 Analog Loop Trunks Digital Telephones IP Telephones MGI Channels (VoIP) Voice Mail Ports Note: MGI channels are licensed in 1~8 port increments. MP10a License (MGI-4) (VM-4) (4DLM + 4DLM + 4TRM) FIGURE 1-7 1.3 TECHNOLOGY MEMORY The system operates using stored program control. This program is stored on a Secure Digital (SD) media card inserted into the Main Processor card (MP10a). The media card also provides space for a backup customer database and approximately 52 hours of voicemail storage. The customer database is stored indefinitely in NAND Flash. Call Logs, Alarms, UCD call statistics, program logs and traffic reports are stored in NAND flash. No on/off battery switch is required for the MP10a. MICROPROCESSORS OfficeServ 7100 uses distributed processing. Its primary processor is a M82511G (MP10a), operating at a clock speed of 375 MHz.This provides all the main processing necessary for the system. The tertiary level of processing is done in the keysets. The digital keysets use a Hitachi H8 processor for data communication within the system. 1.4 PROGRAMMING The OfficeServ 7100 is a self-configuring system. This means that immediately after applying power, the OfficeServ 7100 reads the types and locations of all installed interface cards and keysets and assigns default data to them. This data provides for system operation within a few minutes after applying power. All trunks and stations are assigned three digit numbers according to the default numbering plan. This numbering plan is flexible and may be changed to suit customer requirements. The installing technician customizes this default data to meet the end user’s requirements.The system comes up default in a 4 CO line by 8 station squared configuration, with Caller ID enabled and 4 ports of voicemail/auto attendant. The OfficeServ 7100 also provides a proprietary application called Installation Tool (IS Tool). This application can be loaded onto any high performance PC (that meets the minimum requirements) and the application is used only to program the telephone system from anywhere in the world, provided there is a LAN/WAN or modem connection. 1.7 Home Page Table of Contents This permits technicians to program the phone system, modify the customer database, or download (save) the entire customer database to a file. This file can be saved as a back up and can be uploaded when required to restore the database. The IS Tool can also be used to view the customer database offline, and to send new loads of software upgrades to the media card in a live system. The system can be programmed from any IP or digital two line display keyset without interrupting system operation. There are three levels of programming: technician, customer, and station. The technician level has access to all programs and can allow the customer access to system programs as needed. Technician and customer access levels are controlled by a different security pass codes and access procedure. The OfficeServ 7100 provides a proprietary Web based program called Web Management for programming embedded voicemail/AA. It allows programming from any where in the world provided there is a LAN/WAN connection to the MP10a. The Web Management program runs is embedded in the system and uses Internet Explorer V6.0 as its interface. This permits a technician to program the voicemail/AA using a personal computer. Use Web Management on-site to modify the customer database (VM/AA only) or to download (save) the entire customer database (VM/AA only). Through the use of LAN or WAN connection, an PC can access the OfficeServ 7100 system remotely (off-site) to make database changes or perform uploads or downloads of the customer database as if the technician were on-site. 1.5 MIGRATION TO OfficeServ 7200 or OfficeServ 7400 For businesses using the OfficeServ 7100, Samsung provides a convenient, easy and affordable migration path to the larger OfficeServ 7200 or OfficeServ 7400 systems. All keysets can be used on the larger OfficeServ 7000 systems. Features and operation are the same so there is no need to retrain users. See the OfficeServ 7200 or OfficeServ 7400 General Description for more details. 1.8 Home Page Table of Contents PART 2. HARDWARE DESCRIPTIONS 2.1 SYSTEM CABINET The OfficeServ 7100 cabinet has three slots to mount boards, an AC to DC power supply, cooling fan, a battery backup connector, and power on/off switch. The cabinet is designed to be rack mounted in a 19 inch rack, wallmounted with a wall-mounted bracket, or placed on a table top. Slot 0 is exclusively used for the MP10a processor card, while slots 1 and 2 are 64 channel universal slots that the UNI cards or other OfficeServ 7200/OfficeServ 7400 station/trunk cards can be installed in. 2.2 PROCESSOR CARDS MP10a (MAIN PROCESSOR CARD) This is the main processor controlling system operation. The MP10a always goes in slot 0 of the cabinet. The MP10a provides a LAN connection, a MISC port (external page, MOH/BGM, loud/common bell), an SIO port (Samsung Maintenance Only), four universal ports for either digital phones or power of Ethernet ports (dependant on the type of daughterboard module plugged in), a internal modem slot, and a media card (SD) slot which can accommodate a SD card containing the system software and storage space (52 hours) of voicemail messages and prompts. The MP10a also includes embedded Automated Attendant, Voicemail, and MGI channels (license key required). The MP10a card cannot migrate to the OfficeServ 7200, OfficeServ 7200-S or OfficeServ 7400 systems. The MP10a has a connector for mounting either a 4DLM card or a 4SWM card.When the 4DLM card is installed on the processor it will provide an interface for 4 Digital telephone sets. When the 4SWM card is installed on the processor it will provide an interface for 4 power over ethernet (POE) ports. The MP10a also has a connector for mounting the optional modem board. This modem board can be used for remote access to system administration at installation that do not have a LAN or WAN connection. This is the same modem card used in the other OfficeServ systems. If the 4SWM is installed the switch and LAN is automatically connected by way of the backplane. In addition it may be used as a backup for LAN connectivity. 2.2.1 EMBEDDED APPLICATIONS VOICEMAIL/AUTO ATTENDANT The MP10a processor has the voicemail and automated attendant application embedded onto the card. The VMAA is designed to meet the demands of the sophisticated voice mail user without sacrificing simplicity. The Automated Attendant is available with four ports for processing voicemail/AA traffic routed to the Automated Attendant.The same four ports can be enabled to perform both the voicemail and automated attendant function of answering calls and storing messages into mailboxes for each extension. MEDIA GATEWAY INTERFACE Eight (8) MGI channels are embedded on the MP10a processor, and can be enabled (licensed in 4 port increments) to support VoIP functions such as IP phones, IP networking, and IP trunking.The embedded MGI channels can be enabled to support the following capabilities: • • • • • • IP Phones IP Networking (Network multiple systems over an SPNet IP Network)* G.729 CODEC, G.723.1, G.711, G.729A CODECs IP Trunking (SIP/H.323) T.38 Fax CODEC Inband or Out-of-band signaling of DTMF tones *The OfficeServ 7100 can network using QSig over PRI or SP-Net over IP to other Samsung OfficeServ systems. 2.1 Home Page Table of Contents Note: An additional 16 MGI channels can be added to the system if necessary by installing an MGI16 card or OAS card. The MP10a also provides various common resources (standard equipment) that are shared through the system. The MP10a provides the following: background music/music on hold audio inputs (radios, digital announcers, etc.), external paging audio output, loud bell audio output, common bell and programmable dry contact closures. Other common resources embedded on the MP10a are as follows: • • • • Two contact relays Six 5 party conference circuits Eight Caller ID sender/receivers Eight DTMF receiver/transmitters • • • Eight MGI channels (Licensed IP phones, IP trunks and IP networking) Four Voice Mail/Auto Attendant ports 8 Executive MOBEX DSPs (detect DTMF dialing during Executive Mobex calls). MEDIA PROXY SERVICE Media Proxy Service (MPS) is an exciting feature of the OfficeServ 7100 system. The MPS allows IP devices (such as SIP stations, IP phones, and SIP trunks) to be switched on the backplane without the need to first convert conversations to TDM.There are 16 MPS channels embedded on the MP10/MP10a processor.This means that up to 8 IP-to-IP calls can be switched without the need to purchase an MGI license or any additional hardware. Every call that uses MPS service will actually use two (2) MPS channels. The feature is enabled in KMMC 861 or Installation Tool Menu 2.1.5 System Options by setting MPS SERVICE to ON. In addition, the NO MPSÔ MGI setting determines if the system should attempt to use an MGI channel when all MPS channels are busy or return an ALL TRUNKS BUSY error message/tone when all MPS channels are in use. Both settings default to YES. When MPS service is enabled a new field will also be displayed in KMMC 820 and Installation Tool menu 3.3.1 System Link ID called NO MGI.When set to YES for a given SPNet network node communications to that node will use MPS channels instead of MGI channels when available. In this case both SPNet nodes must have MPS Service set to ON. Remember that any IP device talking to any TDM device will still require an MGI channel. The below chart shows where MPS channels can be used and where devices will peer without using any system resources: FIGURE 2-1 2.2.2 MEDIA CARD An OfficeServ 7100 system must have a media card installed in the MEDIA CARD slot in the main control processor (MP10a).The media card type is an SD card.The media card contains the operating system, a backup customer database and voicemail messages to supplement the database stored in the NAND Flash. Note: The SD media card has a write protect switch that will prevent a backup if in read only position. 2.2 Home Page Table of Contents 2.3 INTERFACE CARDS UNI CARD These cards provide the interface connections for telephone lines and stations to the KSU.These cards fit into the universal card slots to configure the system as required. The UNI card can be installed in any of the two universal slots of the OfficeServ 7100 system.The UNI card is used to accommodate other optional daughter boards. Any combination of the 4DLM, 4SLM or 4TRM modules can be installed in any of the three slots on the UNI card for a total of 12 ports per UNI card. This type of slot configuration allows the customers to grow or expand in 4 port increments. Customer can start out and configure the system as a 4 line by 8 station system and later expand to a 8 by 16 configuration and beyond. Each slot can be used as a voice trunk line board or voice station board depending on the mounted option board. If a 4TRM option board is mounted in the UNI board, it operates as a voice trunk line board. If 4SLM and 4DLM option boards are mounted, it operates as a voice station board. The UNI card is not hot swappable. This card can not migrate to the OfficeServ 7200 or OfficeServ 7400 systems. See installation manual for details. 2.4 DAUGHTERBOARD MODULES 4DLM This daughter module is a four circuit digital station interface card that provides 1B+D service for the different models of Samsung digital keyset. The 4DLM can be inserted in any of the three slots on the UNI card or on the MP10a card. See installation manual for details. 4SLM This daughter board module is a four circuit analog station interface for industry standard single line telephones that require operation of an industry standard message waiting lamp with a voltage range of 85~96 VDC.The card can only be installed on the UNI card. The lamp can flash at a rate of 200ms to 500ms ON/OFF times. The 4SLM does not contain any over-voltage protection and is not qualified a OPX. It also does not contain DTMF receivers, but instead shares the system DSP resources. The OfficeServ 7100 4SLM supports Caller ID to single line telephones. The 4SLM can only be inserted in any of the three slots on the UNI card. Each port on this card is intended for connection to one telephone. Connecting multiple telephones to a port may result in incorrect operation or damage to the card. See installation manual for details. 4TRM This daughterboard module contains four loop start C.O. lines interface circuits with C.O. disconnect detection. It also contains the circuitry needed for Caller ID. The 4TRM can only be inserted in any of the three slots on the UNI card. Each port on this card is intended for connection to Telco. See installation manual for details. UNI CARD FIGURE 2-2 2.3 Home Page Table of Contents 4SWM (DATA MODULE) The OfficeServ 7100 supports one enterprise class data module. The 4SWM can be combined in the same cabinets with the telephone system cards to provide a converged voice and data solution. 4SWM, which is a data board of OfficeServ 7100, provides 10/100 BASE-T interface and performs the Layer2 Switch function as the data transmission/reception board to/from a LAN. When installed, the 4SWM module provides connection for four (4) PoE ports off the front panel of the MP10a card.These ports can be used to connect IP phones, WAPs, SP-Net, LAN printers, PC programming, uplink to other data switches or any other Ethernet devices. This module may be used in conjunction with the licensed MGI channels when providing IP telephony services. This module can only be installed on the optional daughter board slot on the MP10a card. See installation manual for details. The main functions of the 4SWM board are as follows: • • • • • • • Auto-detection function of 100 BASE-T and Full/Half duplex Layer 2 Switch function 802.1p and VLAN function to support QoS Flow Control (802.3x) Spanning Tree Protocol (RSTP) IEEE 802.3af Power over Ethernet (PoE) IGMP Snooping Power constraints must be taken into consideration when plugging IP phones and WAP devices into the 4SWM PoE module. • • • • • The OfficeServ 7100 power supply supports a maximum of 24 TDM phones or SEPU (Samsung equivalent power units). One power unit is equal to one (2 line TDM phone). A maximum of 4 IP phones or 4 WAPs can be IP Phones supported by the 4SWM PoE Module. Each time an IP phone is plugged into the 4SWM PoE port, the system capacity for TDM SMT-R2000 phones is decreased by 5. FIGURE 2-3 Each time a WAP is plugged into the 4SWM PoE port, the system capacity for TDM phones is decreased by 6. External power can be used to power the IP phones and WAPs. If external power is used to supply power to the IP phones or WAPs, no SEPU are used from the OS 7100 4SWM PoE module. 2.5 COMMON OfficeServ INTERFACE CARDS The following OfficeServ 7200 and OfficeServ 7400 interface cards are compatible with the OfficeServ 7100 system. These cards can be installed in slots 1 and 2 of the OfficeServ 7100 cabinet to achieve higher port configurations. 8TRK2 This card contains eight loop start C.O. line interface circuits with C.O. disconnect detection. It also contains the circuitry needed for Caller ID. It can be inserted in any universal card slot in all cabinets. The 8TRK card is not hot swappable. 16TRK This cards contains sixteen loop start C.O. line interface circuits with C.O. disconnect detection. It also contains the circuitry needed for Caller ID. It can be inserted in any universal card slot in either cabinet. 2.4 Home Page Table of Contents TEPRIa DIGITAL TRUNK BOARD The card can be programmed as a PRI and will provide 23 bearer channels and 1 data channel (23B+D). This card can be installed in any universal slot in any OfficeServ 7100 cabinet.This card is also used for networking to other systems (QSig/PRI networking)*. Add as many as required.T1 is not supported on this card in the OfficeServ 7100. The TEPRI/TEPRIa is not hot swappable. MGI-16 (MEDIA GATEWAY INTERFACE) The MGI-16 card supports 16 VoIP channels. The MGI-16 supports the following capabilities: • • • • • • • IP Phones IP Networking (Network multiple systems over an IP Network)* G.729 (8K) CODEC, G.723.1, G.711, G.729A CODECs IP Trunking (SIP/H.323) T.38 Fax CODEC Inband or Out-of-band signaling of DTMF tones 801.1p, 802.1q (VLAN), QoS OAS (OPTIONAL APPLICATION SERVICES) The OAS card is a lower-cost alternative to the MGI-16 card and provides all the same functionality and capacities as an MGI-16 in OfficeServ 7100 systems. Note: When installed in an OfficeServ 7100 system the MOBEX DTMF receivers and MPS channels of the OAS card are disabled as these services are already active on the MP10/MP10a processor cards. 8DLI2 This card is an eight circuit digital station interface card that provides 1B+D service when installed in any universal card slot in all cabinets.The KDB-D/S keyset daughter boards will not work when connected to this card in the Officeserv 7100. The 8DLI card is not hot swappable. 16DLI2 This card is a sixteen circuit digital station interface card that provides 1B+D service when installed in any universal card slot in all cabinets.The KDB-D/S keyset daughter boards will not work when connected to this card in the OfficeServ 7100. The 16DLI2 card is not hot swappable 8SLI2 This card is a eight circuit analog station interface for industry standard single line telephones or other analog peripheral devices.The 8SLI does not contain any over-voltage protection and is not qualified as OPX. It also does not contain DTMF receivers, but shares system DSP resources. It can be inserted in any universal card slot in all cabinets. Each port on this card is intended for connection to one telephone. Connecting multiple telephones to a port may result in incorrect operation or damage to the card. This card supports Power Fail Transfer feature. See the installation manual for details. The OfficeServ 7100 supports Caller ID to single line telephones.The 8SLI is not hot swappable. 16MWSLI This card is a sixteen circuit analog station interface for industry standard single line telephones that require operation of an industry standard message waiting lamp with a voltage range of 85 ~ 96 VDC. The lamp can be programmed to be on continuously or flash at a programmable rate of 100ms to 2000ms ON/OFF times. The 16MWSLI does not contain any over-voltage protection and is not qualified as OPX. It also does not contain DTMF receivers, but instead shares the system DSP resources. It can be inserted in any universal card slot in all cabinets. 2.5 Home Page Table of Contents Each port on this card is intended for connection to one telephone. Connecting multiple telephones to a port may result in incorrect operation or damage to the card. This card supports the Power Fail Transfer feature. See installation manual for details. The OfficeServ 7100 supports Caller ID to single line telephones. The 16MWSLI is not hot swappable. 8COMBO2 This card has a combination of eight dedicated digital stations ports (1B+D) for Samsung Digital Keysets and eight dedicated analog station ports for industry standard single line telephones or other analog devices. This card installs in any universal slot in any cabinet. The OfficeServ 7100 supports Caller ID to single line telephones. The 8COMBO2 is not hot swappable. HARDWARE CAPACITIES Interface Card Location Maximum per System UNI Card Slots 1 & 2 2 4SWM MP10a only 1 4DLM UNI card & MP10a 6 4SLM UNI card 6 4TRM UNI card 5 8TRK2 Slots 1 & 2 2 16TRK Slots 1 & 2 2 8COMBO2 Slots 1 & 2 1 8SLI2 Slots 1 & 2 2 8DLI2 Slots 1 & 2 2 16DLI2 Slots 1 & 2 1 16MWSLI Slots 1 & 2 1 TEPRIa Slots 1 & 2 1 MGI16 Slots 1 & 2 1 FIGURE 2-4 MAXIMUM AOM CAPACITY Maximum per Station Maximum per System TDM 64 Button AOM 2 Limited by available DLI ports IP 64 Button AOM 2 Limited by available IP/Virtual Ports FIGURE 2-5 2.6 Home Page Table of Contents 2.6 STATION EQUIPMENT 2.6.1 DS 5000 SERIES EQUIPMENT DS 5021D KEYSET (See Figure 2–5) • • • • • • • • • 32 character display (2 x 16) with three associated soft keys and a scroll key 21 programmable keys with tri-colored lights Five fixed function keys Terminal Status Indicator Built-in speakerphone Optional Full Duplex speakerphone module Eight selectable ring tones UP/DOWN buttons for digital control of speaker, handset and ringer volumes Desk- or wall-mounted FIGURE 2-5 DS 5014D KEYSET (See Figure 2–6) • • • • • • • • • 32 character display (2 x 16) with three associated soft keys and a scroll key 14 programmable keys with tri-colored lights Five fixed function keys Terminal Status Indicator Built-in speakerphone Optional Full Duplex speakerphone module Eight selectable ring tones UP/DOWN buttons for digital control of speaker, handset and ringer volumes Desk- or wall-mounted FIGURE 2-6 DS 5007S KEYSET (see Figure 2–7) • • • • • • • • 32 character display (2 x 16) with three associated soft keys and a scroll key 7 programmable keys with tri-colored lights Five fixed function keys Terminal Status Indicator Built-in speakerphone Eight selectable ring tones UP/DOWN buttons for digital control of speaker, handset and ringer volumes Desk- or wall-mounted FIGURE 2-7 Note: The KDB-D and KDB-S Keyset daughter boards cannot be used with any keysets on the OfficeServ 7100. Only the KDB-F (full duplex) daughter boards can be used on the OfficeServ 7100. 2.7 Home Page Table of Contents DS 5064B AOM (See Figure 2–8) • • • 64 programmable keys with red lights A maximum of 2 can be assigned to any keyset to provide additional programmable keys The maximum number of DS 5064B AOMs per system is limited by the available DLI ports. Note: This AOM can be used with an IP keyset. The cosmetic design matches both the DS-5000 and ITP-5100 keysets. A DLI port is required for this AOM. FIGURE 2-8 2.8 Home Page Table of Contents 2.6.2 iDCS SERIES EQUIPMENT iDCS 28D KEYSET (See Figure 2–9) • • • • • • • • • • 32 character display (2 x 16) with three associated soft keys and a scroll key 28 programmable keys with tri-colored lights Four fixed function keys Terminal Status Indicator Built-in speakerphone Optional full duplex speakerphone module Eight selectable ring tones UP/DOWN buttons for digital control of speaker, handset and ringer volumes Desk- or wall-mounted Available in dark gray FIGURE 2-9 iDCS 18D KEYSET (See Figure 2–10) • • • • • • • • • • 32 character display (2 x 16) with three associated soft keys and a scroll key 18 programmable keys with tri-colored lights Four fixed function keys Terminal Status Indicator Built-in speakerphone Optional full duplex speakerphone module Eight selectable ring tones UP/DOWN buttons for digital control of speaker, handset and ringer volumes Desk- or wall-mounted Available in dark gray FIGURE 2-10 iDCS 8D KEYSET (see Figure 2–11) • • • • • • • • • 32 character display (2 x 16) with three associated soft keys and a scroll key 8 programmable keys with tri-colored lights Four fixed function keys Terminal Status Indicator Built-in speakerphone Eight selectable ring tones UP/DOWN buttons for digital control of speaker, handset and ringer volumes Desk- or wall-mounted Available in dark gray FIGURE 2-11 Note: The iDCS keyset type cannot use the KDB-D/S keyset daughter boards on the OfficeServ 7100 system. The iDCS 8D keyset cannot use the 14 button strip. 2.9 Home Page Table of Contents iDCS 64B AOM (See Figure 2–12) • • • • • 64 programmable keys with red lights A maximum of 2 can be assigned to any keyset to provide additional programmable keys Requires a DLI port The maximum number of iDCS 64B AOMs per system is limited by the available DLI ports. Available in dark gray FIGURE 2-12 iDCS 14B STRIP (See Figure 2–13) • • • • 14 programmable keys with red lights A maximum of one can be added to any 28D or 18D keyset to provide additional programmable keys Does not require a DLI port Available in dark gray FIGURE 2-13 2.10 Home Page Table of Contents DOOR PHONE INTERFACE MODULE (DPIM) & DOOR PHONE (see Figures 2–14 and 2–15) • • • • • The DPIM adapts any DLI circuit for use with the door phone unit Commonly used to request entry through locked doors (interior or exterior) or as a room monitoring box Provides contact control to be used with customer-provided electric door lock Door phone is wall-mounted Door phone is weather resistant FIGURE 2-14 FIGURE 2-15 2.6.3 DCS SERIES KEYSETS Samsung’s earlier DCS model phones and AOMs (version 1.2 or higher) will work on the OfficeServ 7100 system. • Requires a DLI port 2.11 Home Page Table of Contents 2.6.4 OfficeServ™ SMT-i SERIES IP EQUIPMENT SMT-i3105 (see Figure 2–16) • • • • • Ideal for basic dialing in common areas such as lobbies or waiting rooms Transfer, hold, conference or mute with ease Multiple ring tones facilitate personalization Desk or wall mountable Send short messages to other phones via the display interface FIGURE 2-16 SMT-i5210 (see Figure 2–17) • • • • • Perfect for administrative use and routine answering and dialing 14-button phone with backlit display Intuitive interface for easy navigation Easy access to call logs, voicemail, directory, etc. Supports Gigabit adapter for large data transfer FIGURE 2-17 SMT-i5220 (see Figure 2–18) • • • • • Dynamic phone suitable for customer service or other call-intensive areas requiring multiple lines for diverse functions Easy navigation (similar to Samsung mobile phone) Customizable soft keys and hard buttons Supports Gigabit adapter for large data transfer XML browser FIGURE 2-18 SMT-i5230 (see Figure 2–19) • • • • • Desiless model is excellent for sales staff with numerous contacts that frequently change View five numbers at once, scroll up or down to view a total of 99 numbers User-definable labels--no paper strips needed to customize your phone Supports Gigabit adapter for large data transfer XML browser FIGURE 2-19 2.12 Home Page Table of Contents SMT-i5243 (see Figure 2–20) • • • • • • Top-of-the-line model with style and personalization Caller ID with photo (visual phone book) Downloadable ring tones and pictures Open-platform XML architecture allows software applications to integrate with handset and keys (weather, stock ticker, news) with required OfficeServ platform Supports Gigabit adapter for large data transfers XML browser FIGURE 2-20 SMT-i5264 (see Figure 2–21) • • • • • • • 64 programmable keys IP add-on module Powered by PoE or external AC adaptor (max. 5.8W) Registered as a Samsung IP Phone High Angle: 7.7” (H) x 5.4” (W) x 5.1” (D) Low Angle: 5.2” (H) x 5.4” (W) x 7.6” (D) Can be used with any ITP-5100 keysets, SMT-i Series, and TDM phones. Cosmetic design matches the SMT-i 5000 Series phones. FIGURE 2-21 SMT-A52GE (see Figure 2–22) • • • • • Gigabit adaptor for SMT-i 5000 Series IP phones 2 Ports 10/100/1000 BASE-T RJ45 (1 for Gb LAN, 1 for Gb PC) 1 Port 10/100 BASE-TX RJ-45 (for IP Phone connection) Powered by PoE or AC power adaptor (max 7.2W) 1.8” (H) x 10.5” (W) x 8” (D) FIGURE 2-22 2.13 Home Page SMT-i3105 SMT-i5210 SMT-i5220 SMT-i5230 Table of Contents SMT-i5243 Dimensions 7.8” (H) x 6.7” (W) x 4.3 (D) LCD 2.8” (128 x 64) LCD 3.2” (128 x 64) Backlit LCD 3.2” (128 x 64) Backlit LCD Main: 3.2” (128 x 64) Backlit LCD DESI: 2.8” (128 x 64) Backlit LCD 4.3” (480 x 272) Color LCD Display 4W 5W 5W 5W 5.2W (7.5W when USB camera connected) Programmable Hard Buttons 5 14 24 5 14 Programmable Soft Buttons (via AOM soft key) 99 99 99 99 99 Speakerphone Yes Yes Yes Full Duplex Full Duplex Multiple Ring Tones 5 5 16 5 20 Headset Jack (RJ-22) No Yes Yes Yes Yes Gigabit Adaptor No Yes Yes Yes Yes HD Voice (G.722) No Yes Yes Yes Yes PoE Yes Yes Yes Yes Yes External USB Port No No No No One Support USB Bluetooth Dongle No No No No Yes Support USB Camera No No No No Yes Import/Export Phone Book to USB Memory No No No No Yes Wall Mount Yes Yes1 Yes1 Yes1 Yes1 Two Positions Desk Mount No Yes Yes Yes Yes Phone Books Items 100 100 100 100 500 Call Logs 100 100 100 100 300 30/30 30/30 30/30 30/30 100/100 OfficeServ Communicator (OSC) UC Mode2 No Yes Yes Yes Yes Download Images via OSC No No No No Yes Download Ringtones via OSC No No No No Yes OfficeServ Messenger3 No No No No Yes Maximum Power Consumption Short Messages (In/Out) 1 2 3 High Angle: 7.7” (H) x 8.8” (W) x 5.1” (D) Low Angle: 5.2” (H) x 8.8” (W) x 7.6” (D) Required external bracket Required licenses on OfficeServ 7000 Required licenses on OfficeServ Link 2.14 Home Page Table of Contents 2.6.5 OfficeServ™ SOFTPHONE Samsung OfficeServ™ Softphone is a software-based application that turns your computer into a full-featured Samsung IP telephone. It is installed directly onto your laptop or desktop PC running Microsoft Windows XP or 2000 operating system. Once a USB headset or a USB handset is connected; the Softphone delivers virtually identical functionality as the IP desktop phones. OfficeServ™ Softphone is ideal for telecommuter and mobile users. Remote workers can simply connect their laptop to the corporate network, snap in a USB headset, and function as if they were in their own office. They can place, receive, and handle calls on both the internal and external network, providing a truly portable and practical solution. Note: OfficeServ Link is not required for implementation of OfficeServ Softphone. 2.6.6 OfficeServ™ Wireless WIRELESS LAN ACCESS POINT (SMT-R2000) (See Figure 2–23) The wireless access point (SMT-R2000) provides wireless coverage throughout a building and surrounding areas. It supports IEEE 802.11a/b/g WLAN standard for both voice and data. It gives priority to voice packets. The quality of the service for voice is always guaranteed. FIGURE 2-23 Highlights of SMT-R2000 Features • • • • • • • • • • • • Two radios. Radio 1: 5GHz IEEE 802.11a (54 Mbps) and Radio 2: 2.4 GHz IEEE 802.11b/g (54 Mbps) 8 voice calls per Access Point. Wireless data stations or handsets association per AP, 802.11a: 255, 802.11b/g: 255. Total: 32 Wireless Access Point or repeater mode RP-SMA type connector for external antenna Router mode support Enhanced security (WEP, WPA, WPA2, etc.) QoS supports 802.1 p/q, DSCP, 802.11e (WMM), ToS PoE (Power over Ethernet) support or External Power Adapter (supplied) Easy Web Management Wi-Fi certified No MGI channel required for conversation between handset to handset or handset to IP desktop phone 2.15 Home Page Table of Contents WIRELESS INTERNET PHONE (see Figure 2-24) Wireless handset (SMT-W5100E/SMT-W5120D) is a compact hand-held unit that works within the Samsung OfficeServ Wireless system. The three ounce handset comes with a rich set of features. Its graphical display and menu-driven function make it very simple to use. The handset package comes with a charger, two batteries, a leather carrying case and a headset with hook switch. Feature Highlights • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • IEEE 802.11g Wi-Fi certified 1.5: color LCD Security: WEP/WPA/WPA2 QoS: 802.11e (WMM) Caller name and number display Call Waiting Voice mail indication Hot key for voice mail access System hold Call transfer Call forward Call mute Call pick up Do not disturb Dynamic soft keys Hard keys for TRANSFER, HOLD, and CONFERENCE Redial Pre-dial Local phone book with 2,400 entries. — Each entry can store 3 phone numbers — There is a total of 800 phone numbers Hot key for vibrator function (*) 99 incoming call log, 99 outgoing call log, and 99 missed call log Adjustable volume 16 different ringer tones and adjustable ringer volume Hot key for keypad lock/un-lock (#) 4 hours talk time 40 hours standby time 3.5 hours fast charger Spare battery slot in charger Software upgrade through wireless connection Remote location operation 2.16 FIGURE 2-24 Home Page Table of Contents 2.6.7 SIP DEVICES Standard SIP devices (phones ATA adapters, etc) made by other manufacturers (eg; Cisco, Linksys, Aastra) can register to the OfficeServ SIP server as SIP clients and function as internal stations. SIP stations registered to the OfficeServ systems can use the following SIP supplementary feature set: SIP Basic Functions I I Registration Basic Call Setup SIP Supplementary Functions I I I I I I I I I I I Hold/Resume Music on Hold Consultation Call Transfer (Consultation/Blind) Call Forward (All/Busy/No-Answer) DND MWI Conference Call Waiting Call Pickup Call Park Notes: 1. Samsung does not make a Samsung SIP phone for the US market, but other third party devices are supported on the OfficeServ systems. 2. SIP devices not made by Samsung require the purchase of a 3rd party SIP user license (one license per device). 3. Some SIP devices have buttons dedicated to special features such as conference buttons.These types of buttons rarely conform to the standard SIP protocol and exist to provide enhanced features in specific manufacturer’s systems. These buttons may or may not work with Samsung systems, and as such are not supported. Only basic call delivery and acceptance can be guaranteed. 2.17 Home Page Table of Contents PART 3. SPECIFICATIONS 3.1 ELECTRICAL SPECIFICATIONS POWER SUPPLY UNIT The Power Supply Unit (PSU) is installed in the cabinet of the OfficeServ 7100. The PSU supplies the power of -48 V DC received from the external battery backup power supply unit to each board. The rating is as follows. FIGURE 3-1 • INPUT RATING: 100-120 VAC; 2A; 50/60 Hz or DC -48 V, 3A The specifications of the power I/O are shown in the table below. 3.1a I/O VOLTAGE of the PSU 100-120 VAC ~ 2A 50/60 Hz DC -48V ~ 3A (Battery Backup) Input Voltage DC -54V, 1.1A DC +5V, 5.0A PSU (OfficeServ 7100) DC -5.3V, 0.3A Output Voltage DC +3.3V, 5A DC +12V, 0.4A DC -54.0V, 0.25A (Battery Backup) Maximum Power Consumption/PSU 105 W 3.2 DIMENSIONS The OfficeServ 7100 consists of a single cabinet as shown in Figure 3-2. Note: When the cabinets are rack mounted, the rack mount bracket will add some height to the system. FIGURE 3-2 OfficeServ 7100 Main Cabinet 3.1 HEIGHT WIDTH DEPTH 3.11” 17.32” 16” Home Page Table of Contents 3.3 ENVIRONMENTAL LIMITS OPERATING TEMPERATURE 32—113 °F / 0—45 °C STORAGE TEMPERATURE 14—122 °F / --10—50 °C HUMIDITY 10%—90% Non-Condensing MAXIMUM LOAD BTU 70% LOAD Wattage BTU/h BTU/min Wattage BTU/h BTU/min 120.8W 412.3 6.87 84.56W 288.6 4.81 3.4 CABLE REQUIREMENTS EQUIPMENT CABLE AWG MAX FEET MAX METERS DIGITAL KEYSET 1 PR. TWISTED 24 1300 400 ADD-ON MODULE 1 PR. TWISTED 24 1300 400 SINGLE LINE STATION 1 PR. TWISTED 24 3000 1 KM DOOR PHONE 2 PR. TWISTED 24 330* 100 *This the maximum distance a door phone can be from the DPIM. The DPIM can be up to 900 cable feet from the KSU. The total distance must not exceed 1230 feet. 3.5 RINGS AND TONES 3.5.1 RING CYCLES The OfficeServ 7100 provides the trunk line rings, station rings, door rings, and alarm rings. The ON/OFF cycle of each ring is shown in the table below (it is different according to the country, and can be modified by MMC programming). 3.5.1a SYSTEM RING CYCLES RING ON/OFF CYCLE TRUNK LINE RING 1000/2000 ms STATION RING 400/200/400/3000 ms DOOR RING 400/200/400/200/400/2000 ms ALARM RING 400/200/400/200/400/200/400/1000 ms Note: The ON/OFF cycle can be adjusted by changing the values of the system database. 3.2 Home Page Table of Contents 3.5.2 RING The output voltage and frequency of the ring signals in the OfficeServ 7100 are as follows: • • Output voltage: 75 Vrms Square Wave (4SLM) Frequency: 20 or 25 Hz The OfficeServ 7100 provides the users with various tones to notify the users of the status of functional operations. The ON/OFF cycles of currently specified tones are shown in the table below. 3.5.3 SYSTEM TONES TONE ON/OFF CYCLE DIAL TONE 1000/250 ms BUSY TONE 500/500 ms DO NOT DISTURB TONE 250/250 ms RING BACK TONE 1000/2000 ms CALL PARK TONE CONTINUOUS CONFIRMATION/CAUTION/BARGE-IN TONE 50/50 ms CALL BACK/HOLD TONE 500/3500 ms RING BACK TONE 1000/2000 ms ERROR/NUMBER UNOBTAINABLE TONE 250/250 ms MESSAGE CAMP ON TONE CONTINUOUS Note: The ON/OFF cycle can be adjusted by changing the values of the system database. 3.6 KEYSET LED INDICATIONS CONDITION LED COLOR LED ON LED OFF OFF — OFF RED / GREEN STEADY — AMBER 500 ms 500 ms RED / GREEN 500 ms 500 ms RINGING C.O. CALL GREEN 100 ms 100 ms RINGING INTERNAL CALL GREEN 100 ms 100 ms DND INDICATION RED 112 IPM for 500 ms 500 ms OPERATOR CALLS RED 100 ms 100 ms ANS / RLS (DND)* RED 112 IPM for 500 ms 500 ms ANS / RLS (HANDSET MODE)** RED STEADY — LINE IDLE LINE IN USE RECALL CALL ON HOLD *Overrides headset mode. 3.3 Home Page OfficeServ 7100 Feature Capacities Station Groups 20 Tenant Groups 1 Station Group Members (Sequential or Distributed) 32 Ring Plans 6 Trunk Groups 11 Programmed Messages UCD Groups 10 14B AOM per Station 1 Unconditional Group Members 32 64B AOM per Station 2 Trunk Group Members 60 Call Cost Digit Entries 500 32 x 5 Call Cost Rate Tables 8 Internal Page Members/Zone 15 (10+5) Toll Restriction Entries 500 PBX Access Code Entries 5 Toll Allowance Entries 500 Special Code Entries 10 DID Translation Entries 999 Emergency/Override Code Entries 8 Authorization Code Entries 500 Holiday Entries 60 Account Code Entries 999 LCR Digit Entries 2000 Class of Service 30 LCR Modify Digit Tables 200 LCR Classes 8 Message Waiting per Station 5 Conference Groups 6 LCR Time Tables 4 LCR Time Bands 4 LCR Route Tables 99 Conference Group Members (Add-On) 4 Alarm Reminder Buffers 3 Pickup Groups 20 Internal/External Page Zones 5/1 Redial & External FWD Dial Digits 18 IP Keysets 32 96 Speed Dial Entries 1500 System Buffers (MAX) 500 / 950 Station Buffers (MAX) 50 CID Review Buffers 2000 Virtual Extensions CID Abandon Lists 100 Text Messages CID Name Translation Entries 1000 Call Buttons per Station Call Log Entries Call Log per Station Agent Pin Numbers 10/100 100 8 2000 50 3.4 MOBEX Ports 8 Executive MOBEX Users 8 Media Proxy Service Channels 16 Table of Contents Home Page Table of Contents PART 4. BUSINESS FEATURE PACKAGE SYSTEM FEATURES Account Code Entry Forward DND OfficeServ™ Operator Forced - Verified Follow Me OfficeServ™ Softphone Forced - Not Verified External OfficeServ™ Communicator Voluntary To Voice Mail Account Code Key Account Code Key - One Touch Administrator Program Key OfficeServ™ Messenger Preset Destination Conference Preset Forward Busy Conference Group Call Hold Customer Set Relocation All Call Voice Page Exclusive Data Security Attention Tone System Database Printout Audio Message with Alarm Remote Daylight Saving Time-Automatic (Timer) Reminder Audio Ringback Tones Authorization Codes Call Park and Page Dialed Number Identification Service (DNIS) Call Pickup Direct In Lines Directed Forced Groups Voluntary Established Direct Inward Dialing (DID) T1 DID Call Limit Direct Inward System Access (DISA) Auto Answer on CO Call Recording Direct Trunk Selection Auto Attendant† Call Waiting/Camp-On Directory Names Automatic Call Distribution (ACD) Caller ID Features DISA Security Automatic Hold Name/Number Display Distinctive Ringing Background Music Next Call Door Lock Release (Programmable) Branch Group Save Caller ID Number Door Phones Call Activity Display Store Caller ID Number Executive Barge-In (Override) Call Center Inquire Park/Hold With Warning Tone Agent Busy/Manual Wrap-Up Key Caller ID Review List Without Warning Tone Agent PIN (ID) Numbers Investigate Agent Login & Logout Abandon Call List External Music Interfaces Automatic Logout Caller ID on SMDR External Page Interfaces Automatic Wrap-Up Timer Number to Name Translation Flash Key Operation Priority Call Queuing Caller ID to PSTN Flexible Numbering Embedded Reporting Package Caller ID to Analog Port Group Busy Setting Agent Statistics Trunk Monitor or Service Observing Caller Identification† Hot Desking (IP Keysets) Call Statistics Caller ID Hot Line Group Supervisors Calling Line Identification (CLI) In Group/Out of Group PRI Incoming Call Distribution Printed Reports OfficeServ DataView Centrex/PBX Use Incoming/Outgoing Service UCD Statistics Chain Dialing Individual Line Control UCD Monitoring Chain Forward IP Keysets Wall-Style Display Windows Class of Service ISDN Service Call Costing Common Bell Control Call Forwarding Computer Telephony Integration (CTI) Primary Rate Interface (PRI) LAN Interface All Calls OfficeServ™ Link Least Cost Routing Busy OfficeServ™ DataView Live System Programming No Answer OfficeServ™ EasySet From any Display Keyset Busy/No Answer OfficeServ™ Call With a Personal Computer 4.1 Home Page Meet Me Page and Answer Private Lines System Maintenance Alarms Memory Protection Programmable Line Privacy System Directory Message Waiting Indications Programmable Timers Tenant Service Message Waiting Key Recalls Toll Restriction Microphone On/Off per Station Recall to Operator By Day or Night Mobile Extension (MOBEX) Redial Review By Line or Station Mobility Solution Remote Programming—PC Eight Dialing Classes Multiple Language Support Ring Modes Special Code Table Music on Hold—Flexible Time Based Routing–Plans Toll Restriction Override Music on Hold—Sources Automatic / Manual Tone or Pulse Dialing Networking Holiday Schedule Traffic Reporting Temporary Override Transfer QSIG over IP Ring Over Page Screened/Unscreened OfficeServ™ Connect QSIG over PRI Secretary Pooling Voice Mail Transfer Key Operator Group Simultaneous Ringing—See OS Connect With Camp-On Overflow Single Line Connections Trunk Groups Operator SIP Services Twinning—See Mobile Extension Station Group Speed Dial Numbers Unified Voicemail Override Codes Station List Uniform Call Distribution (UCD) Paging System List Universal Answer Internal Zones (5) Speed Dial by Directory Virtual Extensions External Zones (2) Station Hunt Groups Voice Mail All External Distributed Page All Sequential Park Orbits Table of Contents Inband Signalling Embedded on MP10a Unconditional VoIP Power over Ethernet (PoE) Station Message Detail Recording (SMDR) Walking Class of Service Prime Line Selection Station Pair Wireless Handsets—See Mobility Solution Priority Call Queuing System Alarms †Requires optional hardware and/or software. Ask your dealer for details. 4.2 Home Page Table of Contents 4.1 SYSTEM FEATURE DESCRIPTIONS ACCOUNT CODE ENTRY Station users may enter an account code (maximum 12 digits) before hanging up from a call. This account code will appear in the SMDR printout for that call record. Keyset users may enter this code using an account code key without interrupting a conversation. Single line telephone users must temporarily interrupt the call by hook-flashing and dialing the feature access code. Manually entered account codes can be up to 12 digits long. In some cases users can be forced to enter an account code and this account code may or may not be verified as described below. Forced – Verified When set for this option the user must enter an account code for all outgoing calls.The account code entered will be verified from a system list of 999 entries. Forced Verified codes can contain the digits 0~9. Forced - Not Verified When set for this option the user must enter an account code for all outgoing calls, but the account code is not verified against the system list. Non verified account codes can contain the digits 0~9, * and #. Voluntary In this case account codes are not required to make outgoing calls but may be used if desired.This is also the method used to assign an account code to incoming calls. These account codes can contain the digits 0~9, * and #. ACCOUNT CODE KEY The account code (ACCT) key can be programmed on any keyset and will appear as a soft key on display keysets. This key allows the user to enter account codes without interrupting a call. ACCOUNT CODE KEY – ONE TOUCH The account code (ACC) key can be programmed on any keyset. This key can be programmed with an extender and operates in three different ways depending on the extender as follows. Extender = 000 When programmed with an extender of 000 the user will be prompted to enter an account code when the key is pressed. Extender = 001~999 When programmed with an extender ranging from 001 to 999 the key will, when pressed, automatically insert the account code contained in that bin of the system account code list. This is known as One Touch account codes.This option can be denied in system programming to prevent users from bypassing the security of system account codes. No Extender When programmed without an extender the key will, when pressed, prompt the user to enter the bin number the system account code table where the account codes are stored. 4.3 Home Page Table of Contents ADMINISTRATOR PROGRAM KEY This feature gives designated stations the ability to administer a number of System functions from their keyset using a assigned button. The Administrator Program (PROG) key is programmed in MMC 722. The station passcode must be changed from the default value to use this feature. See the System Administrator Guide for more information. ALL CALL VOICE PAGE Users can page internal zone zero and all external paging zones at the same time by dialing the All Page code. Keysets may be restricted from making or receiving pages in system programming. A maximum of 32 keysets can be programmed in each internal page zone to receive page announcements. Note: Each IP keyset being paged requires an MGI channel to carry the page audio. If all MGI channels are busy then no IP keysets will receive a page. ATTENTION TONE To get your attention, a brief tone precedes all page announcements and intercom voice calls. There are separate programmable duration timers for page and voice announce tones. AUDIO MESSAGE WITH ALARM (TIMER) REMINDER This feature provides an option that allows a recorded message to be played to a user when they go off hook to answer an alarm reminder ring (timed reminder ring). The message is recorded on the Samsung embedded voicemail. In addition, if the AA group is busy when the reminder call is answered the system will play a designated MOH source to the user. Alternatively System programming can define an external music source to be played when the Appointment Reminder is answered. AUDIO RINGBACK TONES Audio ringback tones allow a caller to hear a custom recording in place of standard ringback tone when calling to the OfficeServ system.This is extremely useful in call center applications where all callers must be alerted of call recordings, or where agents must always answer calls with a specific script. This feature requires a Samsung Voicemail as the custom recordings are stored as prompts in the voicemail system. AUTHORIZATION CODES Authorization codes are used to give permission to make a call. A maximum of 500 four to ten-digit authorization codes can be either forced or voluntary.When used, authorization codes will automatically change the dialing station’s class of service to the level assigned to the authorization code. Authorization codes may be programmed to print or not print on SMDR. Forced When a station is programmed for forced authorization, the user must always enter this code before dialing is allowed. The dialed authorization code is verified from the system list of 500 authorization codes. Voluntary Any station user can always enter an authorization code before they begin dialing. The dialed authorization code is verified from a system list of 500 authorization codes. 4.4 Home Page Table of Contents AUTO ANSWER ON CO Allows new CO calls directed to a certain keyset to auto answer and be in the call announce mode.This means that private lines and DID calls can be “auto answered” in the same manner as intercom calls.Transferred calls and calls to a station group of which that keyset is a member will continue to ring. AUTO ATTENDANT The Automated Attendant provides very powerful and extremely flexible Auto Attendant functionality. As it is embedded into the MP10a of the OfficeServ 7100 the Auto Attendant provides Customized interactive Call routing for Public and Internal (Subscriber) callers. 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 specific 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 4.5 Home Page • • • Table of Contents 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 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 displays. 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 finish up paper work associated with the last call. 4.6 Home Page Table of Contents Priority Call Queuing This feature places calls to a station queue ahead of other calls based on priority level (1-9).The system compares 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 customers require special treatment. EMBEDDED REPORTING PACKAGE The OfficeServ 7100 system provides some basic reports and statistics available to a supervisor using a display keyset. These features can be used in conjunction with, or independently of, the OfficeServ™ DataView reporting and monitoring package. Agent Statistics UCD supervisor positions using a display keyset can monitor the number of agents in a group and how many agents are currently logged in. Each station’s status can be reviewed for the number of calls answered and the average call length for the day. Call Statistics UCD supervisor positions using a display keyset can monitor the number of calls in queue, the longest wait time for calls currently in queue, the average wait time for the day, and the total number of calls answered for the day. Group Supervisors Multiple supervisors can be assigned to each group and one station can be given supervisor status for multiple UCD groups.The group supervisor (using a display keyset) can log agents in and out of the group in real time to help manage the workload. Printed Reports UCD supervisor positions using a display keyset may run printed reports to a customer-provided printer, showing the data available from the supervisor displays. These reports can be run manually or scheduled to run at specific intervals. OFFICESERV DATAVIEW For users who require more power than the embedded reports can provide, the web-based OfficeServ™ DataView CTI application can be used for enhanced reporting and monitoring functionality. See separate DataView Literature for more details. UCD Statistics OfficeServ™ DataView provides over a dozen different historical reports to provide detailed statistics on call volume and call times as well as agent activity. Also included is a detailed Abandoned Call list to define each lost call to the UCD group. UCD Monitoring OfficeServ™ DataView provides several different monitoring interfaces that allow users to easily see live connection status and port activity for UCD groups and agents. Wallboard-Style Display Windows OfficeServ™ DataView is equipped with a series of wallboard-style displays which allow quick and easy visibility of live call status information about the group, such as longest wait time, calls in queue, agents busy, 4.7 Home Page Table of Contents and more. This information can display as a personal PC Wallboard on an agent’s monitor. When used in conjunction with customer provided large screen display, such as an LCD or plasma monitor (TV), these same wallboard windows can provide this data to the entire call center from a greater distance with a level of clarity and flexibility that isn’t possible with traditional LED wallboards. CALL COSTING The OfficeServ 7100 software provides programmable call costing tables to calculate the cost of incoming and outgoing calls. Rates are calculated by the number dialed, and may include surcharges. Display keysets can be set to show the call duration timer or the call cost. The SMDR report will show either the call duration or the call cost depending on the station selection. One call handled by multiple callers will cost each call segment separately. CALL FORWARDING This feature allows the user to redirect (forward) incoming calls. The calls can be redirected to the attendant, a hunt group, voice mail, external number or another station user. If the destination station is in Do Not Disturb (DND), the calling party will receive DND/Reorder tone. Calls cannot be forwarded to a door phone. All Calls This type of forwarding is not affected by the condition of the station. All calls are immediately redirected to the designated destination. If desired, the destination station may redirect the call back to the forwarded station by using the transfer feature.The forwarded station user can continue to originate calls as usual. If no key is programmed as Forward All, the TRSF key lights steady when a Forward All condition is set. Busy This feature forwards all calls only when the station set is busy. The station user can originate calls as usual. No Answer This feature forwards calls that are not answered within a preprogrammed time. The user can originate calls as usual and receive call if present. The timer is programmable on a per-station basis to allow for differences in individual work habits. Busy /No Answer This feature allows the station user to use both types of forwarding simultaneously, provided the destinations have already been entered in the usual manner. Forward DND This feature works with the Do Not Disturb feature.This allows calls directed to a station in Do Not Disturb or One Time Do Not Disturb to forward immediately to another destination. Follow Me This feature allows the user to forward all calls from another station to the user’s station or change the forward destination to the user’s current location. External Stations can be programmed to forward all, forward busy, forward no answer, forward DND C.O. calls to an external number via a central office trunk if allowed by class of service. Intercom calls may also be programmed to forward to an external number via a central office trunk. 4.8 Home Page Table of Contents To Voice Mail Each station may be programmed to allow or deny the ability to forward intercom calls to voice mail. When denied, valuable message time in the voice mail system can be saved. Preset Destination If desired this feature provides for a permanent (preset) forward no answer destination for each extension. It can only be programmed by the system technician or system administrator. When any station does not have FWD/NO-ANSWER set, the call will ring this preset destination if one is programmed. Preset Forward Busy This feature allows the Preset Forward No Answer setting to also work for Busy status. When PRESET BUSY is turned on the calls will follow the preset for both busy and no answer conditions. CALL HOLD Exclusive Outside calls can be placed on exclusive hold at any keyset by pressing HOLD twice during a call. Calls placed on exclusive hold can only be retrieved at the keyset that placed the call on hold. Intercom calls are always placed on exclusive hold. Exclusive hold for trunk calls can be denied in class of service. System Outside calls can be placed on system hold at any station. Users may dial the access code or press the HOLD button. Calls on system hold may be retrieved at any station. Remote Outside calls can be placed on hold at a station other than the station placing the call on hold. This feature allows calls to be answered at one keyset and placed on hold at another station. This allows time for the user to proceed to that station or allows the party that the call was intended for to have that call placed at their station. The call or trunk button will flash at the remote hold station. NOTE: Intercom calls cannot be remote held. CALL PARK AND PAGE Each C.O. line has its own park zone. This simple method eliminates confusion and ensures that a park zone is always available. Pressing the PAGE key parks the call automatically.There are no extra buttons to press and there is no lost time looking for a free zone. CALL PICKUP Directed With directed call pickup, users can answer calls ringing at any station by dialing a code plus that station’s extension number or by pressing the feature button and then dialing the extension.There is a system option to allow a DSS key to perform a pickup function rather than a transfer function when pressed. Groups In addition, calls can be picked up from a station group in a similar manner. The group pickup feature allows users to answer any call ringing within any pickup group.There are 20 pickup groups available in the system. A station cannot be in more than one pickup group. To use this feature, station users either dial the access code or press the assigned feature button followed by the pickup group number. 4.9 Home Page Table of Contents Established This feature enables a keyset user to pick-up an establish call in progress at a single line extension connected to a modem on a PC. An EP key with this extension number must be programmed on the keyset. Established call pickup is useful with PC dialing programs that outdial from a large list of telephone numbers. Let the computer dial for you, then press the EP key to speak with the called party. CALL RECORDING When using Samsung’s embedded SVMi in-skin voice mail system, keyset and OfficeServ Softphone users can record their telephone conversations in their personal mailbox for playback or e-mail later. CALL WAITING/CAMP-ON Busy stations are notified that a call is waiting (camped-on) when they receive a tone.The tone is repeated at a programmable interval. Digital keysets receive an off-hook ring signal through the speaker while single line stations and IP keysets receive a tone in the earpiece of the handset.The volume of the camp-on tone can be set by the station user. Camped-on calls follow Forward No Answer if a Forward No Answer destination has been set. Optionally any station can be programmed to automatically camp-on to a busy station instead of having to press the camp-on button or dial a camp-on code. CALLER ID FEATURES The following features apply to all forms of Caller Identification, however, to make them easier to read caller identification is referred to as Caller ID. Name/Number Display Each LCD keyset user can configure their display to see the name and number in the display on all inbound direct calls. Next Call In the event that you have a call waiting or a camped-on call at your keyset, you can press the NEXT key to display the Caller ID information associated with this next call in queue at your station. Either the Caller ID name or number will show in the display depending on your selection. Save Caller ID Number At any time during an incoming call that provides Caller ID information, you may press the SAVE key. This saves the Caller ID number in the Save Number feature. Pressing the SAVE number redial key will dial the Caller ID number. The system must be using Least Cost Routing (LCR) to dial the saved number. Store Caller ID Number At any time during an incoming call that provides Caller ID information, you may press the STORE key. This saves the Caller ID number as a speed dial number in your personal speed dial list.The system must be using LCR to dial the stored number. Inquire Park / Hold Having been informed that an incoming call is on hold or has been parked, you may view the Caller ID information before you retrieve the call. This will influence how you choose to handle the call. 4.10 Home Page Table of Contents Caller ID Review List This feature allows display keyset users to review Caller ID information for calls sent to their stations. This list can be from ten to fifty calls in a first in, first out basis. The list includes calls that you answered and calls that rang your station but that you did not answer (missed calls). When reviewing this list, you can press one button to dial the person back. The system must be using LCR to dial the stored number. There is also an option called CID REVW ALL in the User ON/OFF options. When set to ON the feature will operate the same as described. However, when set to OFF only calls that are not answered (missed calls) at the station will be recorded in the Review list. Investigate This feature allows selected stations with a special class of service to investigate any call in progress. If Caller ID information is available for an incoming call, you will know to whom this station user is speaking. On outgoing calls, you can see who was called. After investigating, you may barge-in on the conversation, disconnect the call or hang up. Abandon Call (Missed Call) List The system has a system-wide abandon call list that stores Caller ID information for calls that rang but were not answered (missed call). The list is accessed using the administrator’s passcode. When reviewing this list, you are provided options to CLEAR the entry or DIAL the number.You can see the NND key to toggle between the Caller ID name, number and the date and time the call came in. The system must be using LCR to dial numbers from the abandon call list. The abandoned call list will store up to 100 unanswered calls. Caller ID ON SMDR The Station Message Detail Records report can be set to include Caller ID name and Caller ID number for incoming calls. This format expands the printout to 113 characters. Use a wide carriage printer or an 80 column printer set for condensed print. Number to Name Translation The system provides a translation table for 1000 entries. When the Caller ID number is received, the table is searched. When a match is found, the system will display the corresponding name. Caller ID to PSTN When calling out on ISDN-PRI services, each station can be programmed to send any one of the listed directory numbers provided on the PRI circuit. Examples are: the main number, another number or an individual DID number. (PSTN=Public Switch Telephone Network) In addition, keysets can be configured to block Caller ID delivery to the PRI. This will alert the provider that the call number should be restricted, allowing a keyset to make calls that will display as “Anonymous”,“Restricted”, or “Unavailable” to the called party. This blocking can be set for each keyset, and is not user-configurable. This means that when enabled, all calls will show as blocked. Caller ID to Analog Port When enabled through programming Caller ID from the telephone company is sent directly to analog ports within the system. 4.11 Home Page Table of Contents CALLER IDENTIFICATION The OfficeServ 7100 supports three methods of identifying an incoming caller depending on the circuit type as described below. Caller ID On an analog, loop start CO line, calling party information is called Caller ID and is available from the telephone company in two formats, Number only and Name and Number, sometimes called Deluxe. The OfficeServ 7100 is compatible with both formats. Even if the telephone company only offers the number only, a name can be attached to the telephone number of frequent callers via the CID/ANI translation table. Caller ID is supported on Digital, IP and Single Line stations. Calling Line Identification (CLI) On ISDN circuits, calling party information is called CLI and is supported on PRI type circuits as described below. PRI On 5ESS and DMS 100 switches, NI2 PRI circuits both name and number support are provided on the OfficeServ 7100 system. CENTREX/PBX USE CENTREX and PBX lines can be installed in lieu of central office trunks. CENTREX and PBX feature access codes including the command for hook-flash (FLASH) can be stored under one touch buttons. Toll restriction programming can ignore PBX or CENTREX access codes so that toll calls can be controlled when using these services. CHAIN DIALING Keyset users may manually dial additional digits following a speed dial call or chain together as many speed dial numbers as are required. CHAIN FORWARD The chain forward option determines whether a forwarded intercom call that subsequently forwards to voicemail will target the original stations mailbox or the second stations mailbox. CLASS OF SERVICE The system allows a maximum of 30 station classes of service. Each class of service can be customized in memory to allow or deny access to features and to define a station’s dialing class. Each station can be assigned different classes of service for day and night operation. COMMON BELL CONTROL The MP10a provides two relays that may be programmed to control a customer-provided common bell or common audible device. These contacts must be programmed as members of a station group and may provide steady or interrupted closure. These 2 relays are shared with external page zones. 4.12 Home Page Table of Contents COMPUTER TELEPHONY INTEGRATION (CTI) Computer Telephone Integration (CTI) allows integration between the OfficeServ 7100 and a personal computer (PC) on a local area network (LAN). Caller ID service is required for TAPI inbound call applications that use the CID information to display computer records in conjunction with the presentation of the call to the station on the OfficeServ 7100. OfficeServ™ Link Samsung’s proprietary CTI Server Application that manages all call control functions between the OfficeServ 7100 Main Processor and all OfficeServ™ CTI Applications. OfficeServ™ DataView OfficeServ DataView is a web enabled Call Center and system traffic reporting package. The DataView application provides live connection status and features usage statistics as well as a wide variety of detailed historical reports. The DataView application server runs on Microsoft IIS web server software, which is included in Windows 2000, XP Professional and 2003. OfficeServ™ EasySet OfficeServ EasySet is a web enabled application that allows keyset customization from virtually any location. The EasySet application server runs on Microsoft IIS web server software, which is included with Windows 2000, XP Professional, and 2003. OfficeServ™ Call OfficeServ Call is a call manager application with support for contact management, inbound screen pop, outbound dialing via the desktop, scheduling, and call logging, as well as providing access to some digital telephone facility programming. OfficeServ Call is a client server based application that supports both an enduser (GUI) interface and industry standards such as TAPI. The client application has support for a wide range of operating systems including Windows 2000 and Windows XP. OfficeServ™ Operator OfficeServ Operator is a PC-based attendant console that works in conjunction with either a TDM or IP Keyset. OfficeServ Operator can support up to 20 OfficeServ Operators Consoles simultaneously. OfficeServ™ Softphone Samsung OfficeServ Softphone is a software-based application that turns your computer into a full-featured Samsung IP telephone. It is installed directly onto your laptop or desktop PC running Microsoft Windows operating system. Once a USB headset or a USB handset is connected; the Softphone delivers virtually identical functionality as the IP desktop phones. OfficeServ Softphone is ideal for telecommuter and mobile users. Remote workers can simply connect their laptop to the corporate network, snap in a USB headset, and function as if they were in their own office. They can place, receive, and handle calls on both the internal and external network, providing a truly portable and practical solution. OfficeServ™ Communicator The OfficeServ Communicator is a Windows® based client application that provides call control features, screen pops from an internal or external database, and more. The OfficeServ Communicator provides you access to all the power of the OfficeServ 7000 Series system features in a sleek, easy to use interface. Users can set the Communicator to run in one of three modes: 1. Deskphone Mode • Ideal for users with digital stations or IP stations. • Dial from, and screen pop to, Microsoft Outlook, an LDAP directory, an internal Communicator phonebook, or a DDE-compatible database. 4.13 Home Page • • • Table of Contents Configure common station options such as call forwarding, dial and answer modes, and more. TAPI-based connection to any station in the system through the OfficeServ Link CTI gateway. - Access is granted by purchasing OfficeServ Communicator seats for OfficeServ Link License Interface to the OfficeServ Messenger application for chat and collaboration with other users. - Access is granted by purchasing PC User seats for your OfficeServ Messenger License. 2. Softphone Mode • Ideal for telecommuters and road warriors. • Process internal and external calls as if you were in the office with a software IP phone that has much of the functionality of a physical IP station (for more information refer to OfficeServ Communicator User Guide). • If you have a webcam installed you gain video calling capability when talking to other users running OfficeServ Softphone, OfficeServ Communicator’s Softphone or UCPhone mode, or users who have a webcam installed on their SMT-i5243 station. • Record audio and video calls to your PC for later reference (files cannot be exported). • Dial from, and screen pop to, Microsoft Outlook, an LDAP directory, an internal Communicator phonebook, or a DDE-compatible database. • Connect directly to the OfficeServ 7000 Series system as a fully functional software IP phone. - Access is granted by purchasing OfficeServ Softphone seats for your OfficeServ 7000 Series Service License. • Interface to the OfficeServ Messenger application for chat and collaboration with other users. - Access is granted by purchasing PC User seats for your OfficeServ Messenger License. 3. UCPhone Mode • Specifically designed for users with SMT Series IP stations. • If you have a webcam installed you gain video calling capability when talking to other users running OfficeServ Softphone, OfficeServ Communicator’s Softphone or UCPhone mode, or users who have a webcam installed on their SMT-i5243 station. • Synchronize your station phonebook with your OfficeServ Communicator phonebook, your Microsoft Outlook contacts list, or an LDAP directory. • Upload and download background images and ringtones to the SMT-i5243 station. • Dial from, and screen pop to, Microsoft Outlook, an LDAP directory, an internal Communicator phonebook, or a DDE-compatible database. • Configure common station options such as call forwarding, dial and answer modes, and more. • Record audio and video calls to your PC for later reference (files cannot be exported). • Connect directly to the OfficeServ 7000 Series system as a fully functional software IP phone. - Access is granted by purchasing OfficeServ Communicator seats for your OfficeServ 7000 Series Service License. • Interface to the OfficeServ Messenger application for chat and collaboration with other users. - Access is granted by purchasing PC User seats for your OfficeServ Messenger License. OfficeServ™ Messenger The OfficeServ Messenger is a Windows® based server application that provides chatting, white-boarding, file sharing, and other collaborative functions to users. All file transfer activities are logged to the server so that user activity can be archived or reviewed. The Messenger includes a web-based administration panel that allows a supervisor to manage user accounts and user groups, as well as to send broadcast messages and view Messenger activity logs. The OfficeServ Messenger software connects to the OfficeServ 7000 Series of systems through the OfficeServ Link V3 gateway, but rather than licensing through the OfficeServ Link the OfficeServ Messenger carries its own license. This allows you to implement the Messenger software without the need to disrupt other CTI applications. Users connect to the OfficeServ Messenger through the OfficeServ Communicator application. Upon connection the Communicator provides a Messenger Contacts interface dedicated to the following OfficeServ Messenger functions: 4.14 Home Page • • • • • • Table of Contents Manage buddy lists and groups. Set Messenger status (Away, Online, Lunch, etc). Configure your profile (nickname, email address, alternate contacts, etc). View buddy profiles. Click to call, video call, chat, email, or send a station or Messenger text message. - From a chat or video call window you can share files or initiate a white-boarding or screen-sharing session for visual collaboration. View your saved chat history. Users of SMT-i5243 IP stations gain extra functionality from the OfficeServ Messenger by connecting directly to the server to download your buddy list and assign programmable keys to display the status of buddies or call them. Users connecting their SMT-i5243 station to the OfficeServ Messenger directly are granted access by purchasing Phone Users seats for your OfficeServ Messenger License. CONFERENCE The system allows up to 5 (five) simultaneous conferences up to 5 (five) total parties each. Add-On (5 Party) Any combination of up to five parties (stations or outside lines) can be joined together in an add-on conference. Parties may be eliminated or added after a conference has been established. Unsupervised A station user may set up a conference with two or more outside lines and then exit the conference leaving the outside lines connected in an unsupervised (trunk to trunk) conference. Split A keyset user can “split” a conference into separate outside calls, then speak with each caller privately. Then the individual calls can be conferenced again in any combination. NOTE:This feature requires individual trunk buttons and auto-hold must be enabled. CONFERENCE GROUP Users that have a IP large screen keyset or OfficeServ Softphone may have 1-5 conference groups programmed. Each conference group can have up to 5 parties assigned.They can be extensions in the system or telephone numbers of people outside the system. Press the Conference Group button to call all members of the group at the same time. Status indications appear in the display. Press the corresponding softkey to drop or call parties as desired (maximum 100 users). CUSTOMER SET RELOCATION Customer Set Relocation allows the customer to exchange or swap similar stations in the OfficeServ 7100 without wiring changes. All individual station assignments such as trunk ring, station group, station COS, station speed dial, button appearances, call forwarding, etc. will follow the Customer Set Relocation program. DATA SECURITY Single line extensions used with modems and facsimile machines can be programmed so that they will not receive any system-generated tones that would disrupt data transmissions. In addition, these devices receive DCS C.O. ringing pattern instead of intercom ring pattern. Devices connected to an SLI card receive a disconnect signal upon termination. 4.15 Home Page Table of Contents DATABASE PRINTOUT A copy of the customer database can be obtained by using the Web Management program.This information can be directed to a printer or the PC screen and may be done either on-site or remotely. A complete database or specific data blocks may be obtained. DAYLIGHT SAVING TIME-AUTOMATIC The system has a table that can be programmed with the daylight savings change dates for up to 10 years. At 2:00 am on these dates the system will automatically adjust the system clock to match daylight savings time. If no dates are programmed the clock will not change. DIALED NUMBER IDENTIFICATION SERVICE (DNIS) [NOT USED IN THE US] When DNIS service is provided on an incoming E&M trunk the OfficeServ 7100 can route calls based on the numbers received. (See DID). T1/E&M not supported on OfficeServ 7100. DIRECT IN LINES Outside lines may be programmed to bypass the operator(s) and ring directly at any station or group of stations. DIRECT INWARD DIALING (DID/DDI) (ISDN PRI Service Only) The term Direct Inward Dialing refers to types of digit steered inbound call handling.These are DID, Both Way DID, Dialed Number Identification service (DNIS) and Direct Dial In (DDI). The OfficeServ 7100 supports the types described below. Direct Dial In (DDI). This is the name given to DID, Bothway DID, and DNIS services when they are provided over an ISDN PRI circuit. The OfficeServ 7100 has an option to select which MOH source is played to callers to a specific DID number. DID/DDI Call Limits This option defines the maximum number of simultaneous calls that the system will accept for each DID number. Any call attempts after the Maximum Call (MC) count has been reached will be rejected and busy tone returned. DIRECT INWARD SYSTEM ACCESS (DISA) Users can call in on specific DISA lines at any time, input a security code and receive system dial tone. Users can now place internal calls or if permitted, calls using C.O. lines. The caller must have a tone dial phone and know his/her DISA security code if DISA security codes/passcodes are turned on. DISA lines can be used as both way lines or incoming only and may be allowed or disallowed for any of the 6 ring plan time periods. The C.O. lines used for DISA must have disconnect supervision.The requirement to put in a DISA security code can be disabled if desired. DIRECT TRUNK SELECTION Each station can be allowed access to or denied access from a trunk or trunk group by access code when LCR is activated. When restricted, the station user must use a trunk key or a route key. DIRECTORY NAMES Each station, station group and C.O. line may be assigned a directory name (maximum 11 characters). In addition, each personal speed dial number, system speed dial number and entry in the DID translation table may be assigned a name (maximum 11 characters). These names are displayed during calls with these ports and 4.16 Home Page Table of Contents in the case of station and speed dial names, can be used to originate calls. See the Dial by Name feature (Station Features). DISA SECURITY Telephone fraud and long distance theft are a serious concern. The OfficeServ 7100 provides a strong DISA security system. If an incorrect DISA passcode is entered repeatedly (as is the case with “hackers”), the DISA system can be automatically disabled temporarily. Both the number of incorrect passcode attempts and the time that DISA is disabled are programmable. In addition, all failed attempts to access DISA print on SMDR (if provided) with a “DE” DISA error flag. DISTINCTIVE RINGING The OfficeServ 7100 provides distinctive ringing at a station based on selected parameters. • • • Outside calls have a single ring repeated, while intercom calls have a double ring repeated. Any trunk or station can be programmed to ring a specific digital keyset with a predefined ring tone (18) or an analog station with a predefined cadence (1-5) selection. Digital keysets and analog stations may receive distinctive ringing based on the Caller ID number received or the DID number dialed. DOOR LOCK RELEASE (PROGRAMMABLE) After answering a call from the door phone, users can dial a code to activate a contact closure. This can be used to operate a customer-provided electric door lock release mechanism. The contact closure timer is programmable from 100–2500 ms. DOOR PHONES The door phone interface module (DPIM) provides for connection of a door phone to a DLI port. Pressing the button on the door phone produces a distinctive ring (three short rings repeated) at the assigned station or station group. If not answered within a programmable time, the system releases the door phone and stops the ringing. Stations may call the door phone directly and monitor the surrounding areas. Door phones follow the system ring mode plan. EXECUTIVE BARGE-IN (OVERRIDE) The feature allows specially programmed stations with a barge-in key to override the automatic privacy of another station or outside trunk. Programming allows barge-in with or without a warning tone. Stations may also be programmed as “secure” so that they cannot be barged-in on. With Warning Tone When the barge-in with tone option is set, the barging-in keyset has its microphone on and the barged-in on station receives an override display. A double burst of warning tone sounds and repeats every ten seconds. This feature does not work from single line sets. Without Warning Tone When the barge-in without tone option is set, the barging-in keyset has its microphone muted and the barged-in on station does not receive an override display. This feature does not work from single line sets. Trunk Monitor or Service Observing This feature allows the user who barged-in to retain the trunk call after the original station has hung up. WARNING: BARGE-IN WITHOUT TONE MAY VIOLATE STATE OR FEDERAL LAWS CONCERNING THE RIGHT TO PRIVACY. SAMSUNG TELECOMMUNICATIONS AMERICA IS IN NO WAY RESPONSIBLE FOR THE POSSIBLE MISUSE OF THIS FEATURE. 4.17 Home Page Table of Contents EXTERNAL MUSIC INTERFACES The OfficeServ 7100 MP10a provides one input for connecting to customer provided external music sources. This source can be used to provide background music, or any of the varied Music On Hold (MOH) uses. EXTERNAL PAGE INTERFACES The OfficeServ 7100 MP10a provides one external page output and two zone control relays. Common relays are shared between external page zones and common bell feature. FLASH KEY OPERATION While a user is on an outside line, pressing the FLASH key will send a timed disconnect signal to the central office or PBX. This is used for custom calling features on C.O. lines or in conjunction with CENTREX/PBX operation. System programming allows individual flash times for C.O. and PBX lines. When C.O. or PBX flash is not required, setting the timers for two seconds releases the existing call and returns dial tone to make a new call. FLEXIBLE NUMBERING System programming allows stations to have three or four digit extension numbers beginning with the digit 2 or 3. Three digit default extension numbers begin with 201 and four digit defaults begin with 2001. Station group numbers can be three or four digits beginning with the digit 5. Using digits other than 2, 3 or 5 will require the technician to change other default feature access codes in the system default numbering plan. User guides may need to be modified as these are all written using the OfficeServ 7100 default numbering plan. GROUP BUSY SETTING This feature provides a busy signal to intercom callers that ring to a station group when all logged-in stations are busy. The feature is activated in MMC 601 and when set to ON setting, allows an intercom caller to hear a busy signal when calling a station group. Upon hearing a busy the intercom caller will know that all stations are busy and can call back.When this option is set to OFF position the intercom caller will hear ring-back tone when all stations are busy and the call will queue for the next available station. Turning this option ON will override the Overflow setting when the group is busy. The default setting is OFF. HOT DESKING (IP KEYSETS) Hot desking is an industry term that describes stations where multiple people have one or more work areas or share a common work are. Samsung IP keysets allow users to log in and out from any keyset of the same model in the system.This allows a user to work from any available desk and retain their phone number, speed dials, voicemail, and programmed buttons. HOT LINE Stations can be programmed to call a pre-defined station or station group whenever that station goes offhook. A hot line delay timer of 0–250 seconds can be programmed to allow sufficient time to make a different call. This timer is programmable on a per station basis. IN GROUP/OUT OF GROUP Individuals assigned to a station hunt group may temporarily remove their telephones from the group by pressing the In/Out of Group button (IG) providing that there is someone still in the group. There is a system wide option to allow all members to log out of a station group. Stations out of a group will not receive calls to that group but will continue to receive calls to their individual extension numbers. When desired, the user may put him/herself back into the group by pressing the button again. Users who do not have this button 4.18 Home Page Table of Contents may dial the access code and the group desired. A station user is allowed to be in several groups, providing a key and the extender of that group are assigned for each group on the user’s phone. INCOMING CALL DISTRIBUTION Incoming calls can be assigned to ring a distributed station hunt group.This allows all members of the group to share the call load. INCOMING/OUTGOING SERVICE Outside lines are available for incoming or outgoing service. Programming allows any outside line to be used for incoming calls only, outgoing calls only or both way service. INDIVIDUAL LINE CONTROL Each station in the system can be individually programmed to allow or deny dialing out as well as allow or deny answering for each outside line. IP KEYSETS The OfficeServ 7100 system allows the use of Samsung proprietary keysets that use Internet Protocols (IP) for voice and data transport. They may be local to the system or installed in a remote location via a LAN/WAN. The OfficeServ 7100 can support up to 32 IP stations. An “IP station” is considered to be any of the following: SMT-i3105, SMT-i5200 Series, ITP-5100 Series, Softphone, or wireless handset SMT-5100E. For more information on how to setup the IP keysets please refer to the VOIP Special Applications Section of the Technical Manual and the Hot Desking (IP Keysets) section above. ISDN SERVICE Primary Rate Interface (PRI) The OfficeServ 7100 supports Primary Rate Interface ISDN. PRI allows simultaneous data calls, calling party and calling line identification, high speed call setup and disconnect are among the benefits of ISDN calling. The 23+D configuration of ISDN allows call information to be delivered via the data channel (the “D” of 23B+D) thus leaving the bearer channels (the “B” of 23B+D) available for single use or combined use to provide a wider bandwidth for data and video. The OfficeServ 7100 supports the most popular protocol standards in the U.S. PRI Protocols supported: National ISDN-2 (NI2) AT&T No. 5 ESS DMS 100/250 LAN INTERFACE The OfficeServ 7100 MP10a card provides a 10/100 base T Ethernet interface for connection to a data network. This interface allows a high speed connection for PC programming across an IP network. LEAST COST ROUTING Least Cost Routing (LCR) is the ability to automatically select the most cost effective central office route for the outside number dialed by any station. The OfficeServ 7100 LCR program includes the following features: • • • • Option to use or not user LCR or a tenant basis Programmable LCR access code Digit analysis table of 2000 entries each with ten digits Routing by time of day and day of week (4 time bands per day) 4.19 Home Page • • • Table of Contents Modify digits table of 200 entries Flexible trunk group advance timer Option to use or not use trunk group advance warning tones LIVE SYSTEM PROGRAMMING The OfficeServ 7100 system can be programmed without interrupting normal system operation. Programming changes to the telephone system can be made from any display keyset or personal computer running Samsung’s proprietary Installation Tool application. There are three levels of telephone system programming: Technician, Customer and Station User. Each one is controlled by different security pass codes. The Technician level has access to all programs and can allow Customer access to system programs as needed. The Automated Attendant/Voice Mail application can only be programmed with a personal computer using Internet Explorer 6.0 or higher connecting to the Web Management application embedded in the OfficeServ 7100. Programming both the Automated Attendant/Voice Mail and Telephone System can be accomplished on site using a LAN connection or remotely via the Internet. MEET ME PAGE AND ANSWER After a user makes a Meet Me Page, the user may remain off-hook to allow the paged party to meet the user for a private conversation. MEMORY PROTECTION In the event that power is lost to the system, database is stored in 2MB SRAM. Temporary logs, peg counts, alarms and statistics are stored in 2MB of SRAM by a “super capacitor” for approximately 24 hours. Additionally, the media card may be used to store the system database. The OfficeServ™ Web Management administrative interface may be used to produce a backup copy of the voicemail database. MESSAGE WAITING INDICATIONS When calling a station and receiving a busy signal or the no answer condition, the caller can leave an indication that a message is waiting.The message button will flash red at the messaged keyset. A single line phone connected to a 4SLM or 16MWSLI will have a message light. Five message waiting indications can be left at any station. MESSAGE WAITING KEY The Message Waiting (MW) key is used in conjunction with a voicemail card.The MW key is programmed with an extender matching a station or station group number and is used to access the voice mailbox associated with the extender. MICROPHONE ON/OFF PER STATION The microphone can be disabled at any keyset. When the microphone is disabled, the keyset cannot use the speakerphone, although on-hook dialing and group listening are still possible. MOBILE EXTENSION (MOBEX) MOBEX, short for Mobile Extension, is a feature that allows you to assign a 2, 3, or 4 digit extension number to a remote device such as a cell phone. Calls to MOBEX phones are treated almost identically to other station calls. MOBEX phones can be placed in station groups, have voicemail and forwarding, and be directly 4.20 Home Page Table of Contents dialed by other stations.This allows users to have an extension on the phone system without needing a physical keyset. MOBEX can only be used with SIP or PRI trunks. The licensed Executive MOBEX feature also allows MOBEX users to transfer callers to another station, place the call on remote hold at another station, or send the caller directly to voicemail.You can even set up a direct access number that will allow MOBEX users to dial in to the system and make phone calls as if they were at a local keyset in the office. Executive MOBEX requires a valid license key and SIP or PRI trunks. MOBILITY SOLUTION OfficeServ systems provide a mobility solution using the SMT-W5100E wireless handset based on the voice over Wi-Fi technology (802.11). It allows users to stay connected to the office telephone system or data network through WLAN access points either in the office location or at the remote office locations. OfficeServ’s mobility solution consists of three components: wireless access points – SMT-R2000, wireless handset – SMTW5100E, and IP-enabled OfficeServ system. See also Wireless LAN. MULTIPLE LANGUAGE SUPPORT The OfficeServ 7100 can be programmed to support multiple languages in the display. This is on a per-keyset basis. When set the keyset will have its display information presented in the programmed language. The languages are defined in MMC 121. The current languages are as follows: English, Spanish, Italian, German, Portuguese, Norwegian, Danish, Dutch, Swedish, US Spanish, Finnish and Canadian French. MUSIC ON HOLD—FLEXIBLE The OfficeServ 7100 allows its music sources to be used in flexible manner as follows: Each keyset can have a designated music source for playing as Background Music (BGM) through the keyset speaker. Each Station can have a designated music source for playing to callers placed on Exclusive hold at that station. Each Trunk can have a designated music source for playing to callers placed on hold. This setting is overridden by some of the other settings such as station music on hold, DID MOH and UCD MOH. Each UCD group can have a designated music source to be played while a caller is in queue. Each entry in the DID translation table can have a designated music source to be played when a caller to that DID number is placed on hold. MUSIC ON HOLD – SOURCES The OfficeServ 7100 provides for up to five different types of Music on Hold source including silence or “NONE” as listed below: • None: No audio is played to the listener • Tone: A tone or “beep” is repeated at a programmable interval • Chime: A music chime source located on the MP10a card is played to the listener. • External Source: An external source connected to a MP10a misc port card, such as a digital announcer or radio, is played to the listener. • Voicemail Sound File: If the OfficeServ 7100 system has the embedded voicemail enabled, custom recorded sound files from the Voice Mail card can be used for MOH sources. For more information on creating the sound files refer to Voice Mail Programming Manual. If you select this option be advised that each VMMOH source requires a dedicated voicemail port. 4.21 Home Page Table of Contents NETWORKING The OfficeServ 7100 system allows up to 5 systems using QSIG over PRI or 99 systems using SPNet over IP to be networked together with a high level of feature integration. The networked systems may be any combination of OfficeServ 100, OfficeServ 500, OfficeServ 7030, OfficeServ 7100, OfficeServ 7200-S, OfficeServ 7200, and OfficeServ 7400 systems (OS 100, OS 500, OS 7100 and OS 7200 running V2.48 or higher, OfficeServ 7030 running V4.40 or higher, OfficeServ 7200-S running V4.40 or higher, and OS 7400 running V3.31 or higher software). The physical connection between systems can be an IP network or proprietary PRI connection using Samsung’s proprietary version of QSIG, called SPNet. If PRI connection is used, the maximum number of nodes may be limited by the maximum number of TEPRI cards that can be installed in the OfficeServ 7100. When engineering the network of systems, a discrete numbering plan must be used. The size and complexity of the numbering plan as well as the number of stations and trunks may limit the actual number of nodes available to the network. • Auto Answer Across Network: This setting will allow station to station calls across the network to follow the auto answer setting of the called keyset. • Call Completion, Busy Station (CCBS) also known as Callback or Busy Station Callback. When a station in one system calls a station in another system across the network link and the destination station is busy the calling station can set a Callback to the busy station.When the busy station becomes idle the system will notify the callback originating station by ringing that station and when the originating station answers, the system will call the destination station. Not available on QSIG over PRI. • Call Completion, No Response (CCNR) also known as Callback or No Answer Callback. When a station in one system calls a station in another system across the network link and the destination station does not answer the calling station can set a Callback to the called station. When that station indicates the user is present by becoming busy then idle the system will notify the callback originating station by ringing that station and when the originating station answers, the system will call the destination station. • Call Intrusion (Barge In): Calls across the network link can be barged in on however the barging station will not be muted. • Call Offer/Call Waiting (Camp On): This feature operates in the same manner as in a non networked switch. When a called station is busy the caller can press a camp on key and appear as a ringing call on the second call button.The Auto camp on feature will not work on calls across a network link if set to ON in MMC 110. • Call Pick-up Across the Network: This feature allows ringing calls, held calls and recalls to be picked up by other stations through the network. A station user in a Branch Office can use the Directed Pick-up, Hold Pick-up or Page/Park Pick-up codes to answers calls from the Main Office. • Call Transfer: Calls answered in one network node can be transferred to a station or station group in another network node. • Caller ID: Caller ID in its various forms that are currently available (Analog CID Name and Number, ANI Number, PRI Name and Number) will be transported across the network link with the original call. • Centralized Automated Attendant: The Samsung Voicemail provides the Auto Attendant Application. The Samsung Voicemail can transfer callers to other stations or station groups in another Node. It can be installed in any Node regardless of where the lines/trunks from the telephone company are connected. Callers to Node A can be answered by the Samsung Voicemail in Node B, then transferred to Node C. An incoming caller that dials an invalid extension number to the Samsung Voicemail can be routed after a programmable number of attempts to a predetermined station or station group anywhere in the network to receive assistance. Note: The embedded voicemail of the OfficeServ 7100 should not be used as the main Centralized Auto Attendant/Voicemail node because of the limited port capacity.The OfficeServ 7100 should only be used as the remote node. 4.22 Home Page Table of Contents • Centralized Operator/Attendant: A station in any Node may dial “O” and ring a designated Centralized Operator/Attendant. When programmed, hold/transfer/camp-on/park recalls can be directed to the Centralized Operator/Attendant in a network arrangement instead of the Local Operator within that Node. Ring plan assignments will allow recalls to a Centralized Operator/Attendant during the day and to the Local Operator after hours. There can only be one Centralized Operator/Attendant designated in the network. Each Node must be set for either Local Operator or Centralized Operator/Attendant, but not both. • Centralized Voice Mail with Message Waiting Lights: This feature allows one Voice mail system to be shared by all stations in a multi-node network. This feature is only available with the Samsung Voicemail integrated voice mail systems. Users in one Node can call forward their calls to the voice mail system in another Node. Messages left in the voice mail system will be indicated by lighting the corresponding voice message button or lamp on any station in any Node of the network. Messages are retrieved by pressing the VMMSG button or calling the voice mail group number. In addition, display keyset user will receive softkey options to navigate through the voice mail system. Softkeys include: PLAY, SAVE, DELETE, PAUSE FAST FORWARD, REVIEW, REPLY, FORWARD, CALL and HELP. Note: The embedded voicemail of the OfficeServ 7100 should not be used as the main Centralized Auto Attendant/Voicemail node because of the limited port capacity. The OS 7100 should only be used as the remote node. • DID with Pass Through: Incoming DID, DNIS or DDI calls can be routed through one switch across a network link to be processed by the DID table of the destination switch. • Direct Station Selection and Busy Lamp Indication Across the Network: A Network Station key (NS) can appear on extension “2101” in Node A. It is programmed as “NS2205” representing an extension in Node B. This NS key will light Red when extension 2205 is on the phone. Station 2101 can press this NS key to call extension 2205 in Node B. With this feature the CEO can see when the VP in New York is on the phone or may call him with the press of a button. Any keyset can have multiple NS keys. This feature is only supported with QSIG over IP networking. • Do Not Disturb (DND): This feature operates in the same manner as in a non networked switch. • Forward External: This feature operates in the same manner as a non networked system with the exception that, because calls across a network link are trunk calls, network calls do not follow the ICM FWD EXT ON/OFF setting in MMC 210. It is therefore suggested that this setting be set to ON in a networked switch to avoid confusion in operation between networked and non networked calls. • Group Overflow Across the Network: Calls to a station group in one Node may overflow after a programmable time to another station group in another Node. • Intercom Calling/Discrete Dialing Plan: Station to station and station to group calls can be made across the network link without having to dial an access code for a call within the network. LCR can also be programmed to route calls across a network link and to access local trunks in another networked system. • Message Key Across the Network: This feature allows station users to set a message waiting indication to another station in another Node in the network. Upon receiving a busy or no-answer condition, press the MSG key or dial the feature code. This will light the message waiting light at the called station. To return the message press the MSG key with the flashing red LED. • Network Page Key: With one or more of these keys users may make page announcements to page zones in others Nodes in the Network. The network page (NP) key is different than the Page key in a single node. For example, It is programmed as NP024 where 02 = Node 2 and 4 = page zone 4 in Node 2. • Network Trunk Ring Destination: This feature allows lines/trunks from the telephone company connected to one Node to be programmed to ring at a destination (station or station group) in another Node. • Remote Hold Across the Network: Calls may be placed on hold at stations in another Node. Then page that Node and announce that there is a call on holding on extension 2xxx. Anybody in this Node may 4.23 Home Page Table of Contents pick up the call by dialing 12 + 2xxx. This is useful when one Node does not have a dedicated answering position. The caller is on Hold listening to music rather then listening to ringback tone. Note: Remote Hold to a virtual extension in another node is not available. • Transfer Recall: Calls transferred across a network link will recall to the transferring station after the originating system transfer recall timer expires. After recalling, if not answered prior to that systems attendant recall timer expiring, the call will recall to that systems designated operator group. Attendant recalls will not recall to a ‘Centralized Attendant”. • Transfer Retrieve: Calls on Transfer Hold during a screened transfer can be retrieved by pressing the call button for that call. • Voice Mail Transfer Key: Users may transfer a caller directly to a co-workers voice mail box with out ringing their telephone by pressing the VT key and dialing their extension number. The caller will then hear that co-workers personal greeting regardless of where they are in the network. OfficeServ™ CONNECT The OfficeServ™ Connect feature allows up to 5 devices to ring simultaneously with a Master Station. When one device answers the others stop ringing.This allows users to have phones in more than one location (such as an office phone and a conference room phone) but receive calls from one phone number. When combined with the Mobile Extension (MOBEX) feature the OfficeServ™ Connect allows users to have business calls ring at their desk and on their cell phone at the same time by having users dial one common number, keeping the user from being forced to give out their cell phone number. Calls that are unanswered by either device will forward to the voicemail box for the Master Station. OPERATOR GROUP The operator group can contain 32 stations to answer incoming calls when unconditional ringing is used. When using sequential or distributed ringing up to 32 stations may be assigned to the operator group. Operators can use the In/Out of Group feature to meet flexible operator requirements. Operator groups are selectable per ring plan. Dial “0” calls to the operator group flash with a distinctive amber LED. OVERFLOW Operator When calls ringing a operator group go unanswered, they can overflow to another destination after a programmed period of time. The operator group has its own timer. The overflow destination can be a station or station group. Station Group When calls ringing a station group go unanswered, they can overflow to another destination after a programmed period of time. Each station group has its own timer. The overflow destination can be a station or station group located in that system. OVERRIDE CODES This feature allows users to make emergency outside calls from a station that has a forced code such as Account code or authorization code enabled but without requiring them to enter a forced code. The basis of this feature is an override code table containing 8 entries of up to 11 digits each. The OfficeServ 7100 will examine digits that are dialed from a station to see if they match any entry in the Override Code table. If the digits match the table, the system will process the call without requiring a forced code. PAGING System software allows the use of five internal and two external paging zones. Stations can page any individual zone, all external zones or all external zones plus internal zone zero simultaneously. Using system pro- 4.24 Home Page Table of Contents gramming, each station may be allowed or denied the abilities to make and/or receive page announcements to any zone or combination of zones. External page zones share the 2 common relays with common bell control. PARK ORBITS The system has 10 park orbits (0–9). These orbits can be used to park calls prior to paging and allows the call to be retrieved by dialing a park code plus the orbit number. Calls parked in this manner can also be retrieved by dialing the park pickup code (10) plus the station or trunk number. This feature is in addition to Call Park and Page. POWER over ETHERNET (PoE) The OfficeServ 4SWM provides 4 data switch ports with PoE (see 4SWM). PRIME LINE SELECTION Any station can be programmed to select a specific line, trunk group, telephone number, station or station group when the handset is lifted or the speaker key is pressed (same as Hot Line feature). PRIORITY CALL QUEUING This feature places calls to an UCD or NORMAL station queue ahead of other calls based on priority level (19).The system reads the DID number, Caller ID number or trunk ID number, compares it to a preprogrammed table, then assigns it the corresponding priority that places it in the appropriate position in the group queue. PRIVATE LINES For private line use, stations can be prevented from dialing and/or answering any line. PROGRAMMABLE LINE PRIVACY Each outside line can be programmed to ignore the automatic line privacy. This allows up to four other parties to join your conversation by pressing the line button. This is similar to 1A2 key telephone operation. PROGRAMMABLE TIMERS There are over 50 programmable system timers to allow each installation to be customized to best fit the end user’s application. RECALLS Calls put on hold, transferred or camped-on to any station will recall to the originating station if not answered within a programmable time. A recall that goes unanswered for the duration of the attendant recall timer will recall to the system operator group. Hold, transfer, camp-on and attendant recalls have individual programmable timers. Calls recalling to buttons with tri-colored LEDs will flash amber. RECALL TO OPERATOR This function will allow the call to recall the operator instead of to the transferring station after the transfer recall time expires. REDIAL REVIEW The Redial Review feature allows a review of the last number before dialing or allows access to the Call Log Blocks if assigned.These Call Log Blocks record the last ten (10) numbers dialed.When the LNR key is pressed 4.25 Home Page Table of Contents the last number dialed is displayed.The log can then be scrolled using the Volume (Up/Down) keys and a previously dialed number can be selected. REMOTE PROGRAMMING—PC Remote programming allows the technician to access the system database from a remote location for the purpose of making changes to the customer data.The Installation Tool is the proprietary, programming application used to access and manipulate the telephone system database. The Installation Tool connects to the system via LAN, WAN or serial modem connection to the MP10a. This application runs on a PC (Windows 2000 or higher). The embedded voice mail system is programmed remotely using Internet Explorer 6.0 or higher to access the embedded Web Manager application. RING MODES Time Based Routing - Plans Each C.O. line can be programmed to ring at any station or station group. Each line can be assigned a ring destination based on six (6) different ring plans based on time of day and the day of the week. The system operator (intercom dial “0”) can also be a different station group for each ring mode. Automatic / Manual Ring destinations will automatically change based on time of day and day of week. At any time the system can be manually forced into a specific ring plan. It will remain in this ring plan until manually taken out. Holiday Schedule The system has a table of 20 dates that are used to define holidays. On a date designed as a holiday the system will remain in a ring plan for that calendar day providing the system was already in that ring plan. This feature will override the ring plan time table. Temporary Override At any time the system can be forced into a specific ring plan for a temporary period of time until the next scheduled ring plan automatically takes effect. RING OVER PAGE Any outside line can be programmed to ring over a customer-provided paging system. Outside lines, door phones and station groups may ring over page in the day or night mode. SECRETARY POOLING Each keyset may be defined as an executive (BOSS in programming) or a secretary (SECY in programming) in system programming. Each executive can have up to four secretaries and each secretary can have up to four executives.These arrangements are known as executive/secretary pools.There can be multiple pools in a system. When an executive is in DND, all calls to the executive ring the first secretary assigned to that executive; if that secretary is busy, the call will hunt to the next available secretary assigned to that executive. If the secretary must communicate with the executive while he/she is in DND, pressing the corresponding executive button on the secretary’s keyset results in an Auto Answer intercom call being made to the executive (providing the executive is free). There is also a system wide option to allow the stations to ring rather than auto announce the executive secretary calls. A station can only be the executive of one secretary pool. In addition, a station cannot be in more than one pool. 4.26 Home Page Table of Contents SIMULTANEOUS RINGING—See OfficeServ™ Connect SINGLE LINE CONNECTIONS Single line ports allow connection of a variety of single line telephones plus facsimile machines, answering machines, loud bells, computer modems, cordless phones and credit card machines. When connecting customer-provided equipment to these extensions, compatibility should be checked out before purchase to ensure correct operation. Central office ring cadence can be selected for SLT stations. This is helpful when optional devices cannot detect OfficeServ 7100 intercom ring cadence. SIP SERVICES SIP (Session Initiation Protocol) Services are supported on the OfficeServ 7000 Series systems.The OfficeServ 7100/7200/7400 systems can be programmed to serve as a User Agent Client (UAC) supporting such SIP Services as SIP trunking or as a User Agent Client Server (UAS), supporting SIP stations or as a peer to peer supporting SIP peering (networking). SIP Trunking In the case of the UAC, the OfficeServ system can be configured as a client and registered to sit behind an external SIP server, supporting SIP services such as SIP trunking to a third party SIP service provider such as Excel, Cbeyond, Bandwidth, Broadbox, etc. SIP Station In the case of the UAS, the OfficeServ system can be configured as the server, permitting standard SIP terminals (Non-Samsung) from third party manufacturers (eg; Cisco, Linksys, Aastra) to register as internal stations and use the entire Samsung SIP supplementary feature set of the OfficeServ SIP server. SIP Peering The OfficeServ system can also be configured to support SIP peering which allows multiple OfficeServ systems to network and communicate with one another via the VoIP (SIP signalling protocol). SPEED DIAL NUMBERS The system maintains a library of speed dial numbers that can be allocated to either a shared system wide list or to an individual user list. The OfficeServ 7100 has a library of 1500 numbers. The OfficeServ 7100 can be programmed to have either 500 or 950 numbers in the system list. The remaining numbers in the library can be assigned in blocks of 10 each (bins) to individual stations for their personal use. A maximum of 5 bins (50 numbers) can be assigned to a station. SPEED DIAL BY DIRECTORY The OfficeServ 7100 system provides the user with the ability to look up a speed dial number and place the call. There are three speed dial selections: personal, system and station. This feature requires a display keyset. STATION HUNT GROUPS System programming allows up to 20 station hunt groups. One of three ring patterns—sequential, distributed and unconditional—is available for each group. Each unconditional group may contain a maximum of 32 stations and each sequential and distributed group may contain a maximum of 32 stations. A station may be assigned to more than one group. Each station group has its own recall timer for calls transferred to that group. There is a Next Hunt timer for each group to provide circular hunting within the group. 4.27 Home Page Table of Contents STATION MESSAGE DETAIL RECORDING (SMDR) The system provides records of calls made, received and transferred. Connecting a customer-provided printer or call accounting system will allow collection of these records. Each call record provides the following details: station number, outside line number, start date, start time, duration of call, digits dialed (maximum 18) and an account code if entered. The system may print a header followed by 50 call records per page or send continuous records with no header for use with a call accounting machine. See the sample printouts. The SMDR output can be provided through the LAN port of the system to a LAN printer or to a PC screen.The SMDR format contains many options that allow it to be customized for a company’s individual needs. Options to print include incoming calls, outgoing calls, in and out of group status, change in DND status, authorization codes, and caller ID on incoming calls. When Caller ID is enabled a wide carriage printer is required. STATION PAIR This feature allows station to be assigned as a “pair”. That is to say a primary and secondary. Calling the primary station will make both stations ring. Selected features such as Message Notification, DND, Callback, and Class of Service act as one station. This is convenient when an individual has two offices or an office extension and a cordless extension. NOTE: Not all system features are applicable to station pairs. Features designed for a single user may conflict with paired stations. SYSTEM ALARMS A DISA alarm will warn the customer if the DISA security system has been triggered by too many incorrect password attempts. The alarm can ring any station or group of stations and show an appropriate display at the assigned stations. SYSTEM MAINTENANCE ALARMS The OfficeServ 7100 continuously performs internal system diagnostics. When either a major or minor fault is detected the system can ring stations with an ALARM KEY assigned. The keyset display shows information that includes the description, location and date and time stamp for each alarm. A log of 100 alarms are stored in a buffer and can be reviewed at a display keyset or sent to a printer. SYSTEM DIRECTORY Each station, station group and outside line can have an 11 character directory name. This name will appear on keyset displays to provide additional information about lines and stations. TENANT SERVICE (1) The OfficeServ 7100 supports only one tenant service. TOLL RESTRICTION There are 500 allow and 500 deny entries of 11 digits each. Each of these entries can apply to dialing classes B, C, D , E, F and G. Expensive 976, 1-900, 411 and operator-assisted calls, as well as specific area and office codes, can be allowed or denied on a per-class basis. Class A stations have no dialing restrictions and Class H stations cannot make outside calls. Any outside line may be programmed to follow station toll restriction or follow the toll restriction class assigned to it. Each station and trunk can have a different dialing class for each ring plan. 4.28 Home Page Table of Contents Special Code Table A Special Code Table of ten entries (four digits each) allows use of telephone company features such as CID blocking (*67) or call waiting disable (*70) without interference to toll restriction or LCR. The Special Code table allows use of these custom calling features on a per call basis. TOLL RESTRICTION OVERRIDE Program options allow system speed dial numbers to follow or bypass a station’s toll restriction class. In addition, users may make calls from a toll restricted station by using the walking class of service or authorization code feature. TONE OR PULSE DIALING Outside lines can be programmed for either tone or pulse dialing to meet local telephone company requirements. TRAFFIC REPORTING The OfficeServ 7100 system can store peg counts for various types of calls. These peg counts can be printed on-demand, daily, hourly, or up to three separate programmable shifts. The report includes statistics for each trunk, trunk group, station, station groups and page announcements. For more details and explanations see sections 4.9 and 4.10 of this document. TRANSFER System operation permits station users to transfer calls to other stations in the system. Transfers can be screened, unscreened or camped-on to a busy station. TRUNK GROUPS Outside lines can be grouped for easy access by dialing a code or pressing a button.There are 11 trunk groups available. Each trunk group can have up to 60 members. TWINNING—See Mobile Extension (MOBEX) UNIFIED VOICEMAIL Samsung’s Unified Voicemail solution allows users to receive voicemail and fax messages directly in their email inbox through a feature called the E-Mail Gateway. Unified voicemail provides a vast array of functionality from listening to messages from any sound-enabled device that can access your email to archiving important messages. This functionality provides a simple, secure, and personalized way to access a voicemail box without the need to remember command sequences or phone numbers. The E-Mail Gateway feature supports delivery of any Samsung mailbox message, including voicemail and fax mail items. Delivery is configured on a per-user basis, and supports delivery to any standard SMTP mail server. Users can view these emails from any standard email client, such as Microsoft® Outlook. Two different Unified Voicemail email styles can be defined. Notification Only emails include a complete detailing of both the caller’s information and the message status. Delivery emails include this information in addition to a file attachment of WAV (for voicemail) or TIF (for fax mail). Once in the user’s email inbox the message can be archived or forwarded just like any other email.Voicemails delivered to a user’s email inbox can optionally be deleted from the voicemail system to minimize mailbox clutter and reduce system overhead. 4.29 Home Page Table of Contents The E-Mail Gateway feature can be enabled for up to 5 users by default. An additional license can allow the system to provide the feature to all users. Unified Voicemail also allows an administrator to be notified in the event of a problem in the E-Mail Gateway performance. NOTE: Some features require optional hardware. Ask your authorized Samsung Dealer for details. UNIFORM CALL DISTRIBUTION (UCD) UCD 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. UNIVERSAL ANSWER Station users may dial the Universal Answer code or press the UA key to answer any outside lines programmed to ring the UA device. The UA device can be a station, group of stations, common bell or ring over page. VIRTUAL EXTENSIONS The OfficeServ 7100 has a number of virtual extension ports encoded in the system database. They can be assigned as keyset or single line analog ports. The system has 24 virtual extension ports. These ports have all the attributes of an actual station port including call forwarding. These virtual ports can be exchanged with real station ports using the set relocation feature to provide hot desking. VOICE MAIL The OfficeServ 7100 voice mail/auto attendant is included with every OfficeServ 7100 system as a standard feature. It is embedded in the main system program and provides 4 ports of voice processing. Because it is embedded into the system it provides such features as one touch call record, answering machine emulation, and voice mail box administration with interactive keyset displays. See Unified Voicemail. The OfficeServ 7100 system uses MGI channels (VoIP) at G.726 compression to communicate with the embedded voicemail application. Stations can call forward to a voice mail. Keyset users can press one button to retrieve messages from the voice mail system. A Voice Mail Transfer key permits keyset users to easily transfer a caller directly to an individual voice mail box without navigating through menus. Note: The OfficeServ 7100 does not support 3rd party voice mail applications. Voice Over Internet Protocol (VoIP) The OfficeServ 7100 system is VoIP enabled and as such supports the following VoIP services: 1) H.323 Trunking 2) SIP IP Trunking 3) IP Telephone Sets: OfficeServ SMT-i Series, ITP-5100 Series, and OfficeServ Softphone. These IP Keysets can be installed in the local office or in a remote office, home office with full feature operation. 4) IP Networking: Connect up to 99 systems together over a managed IP network. The embedded OfficeServ 7100 Media Gateway Interface (MGI) channels support 8 voice calls using VoIP services per card over an IP network connection. The Officeserv 7200 MGI16 card can be added into any universal OfficeServ 7100 card slot. The OfficeServ 7100 supports a maximum of one MGI-16 card per system. 4.30 Home Page Table of Contents The OfficeServ 7100 MP10a comes with 8 MGI channels built-in and can be activated with the appropriate license key. A total of 24 MGI channels can be supported. With VoIP certain compression standards have also been adopted to represent each second of voice with an amount of bandwidth. The OfficeServ 7100 MGI utilizes G.711, G.729, G.729A or G.723 standards voice compression codec’s.This allows for a selectable 64kbps (G711), 8Kbps (G729A) or 6.3Kbps (G723) bandwidth use when preparing voice compression for IP transport. Compression is used to reduce the digitized voice into a smaller bandwidth that can be carried in smaller packets. The VoIP gateway determines the compression method for each call setup. There is also a certain amount of frame/packet overhead in each compression channel. 64K of bandwidth can support 6~7 calls simultaneously. This can vary depending on efficiency features like Silence Suppression and multiframe counts. Unlike switched networks, VoIP connections consist of a sequence of numbered data packets. Since voice conversation is usually considered “real time” these packets need to be delivered in a consistent manner with minimal delay. In any Ethernet environment, packet transfers are subject to delays and/or loss. If these delays are greater than 200ms the voice quality will deteriorate. The Ethernet data traffic and network topology should be a consideration when using VoIP. Network congestion will affect call quality in any VoIP application. WALKING CLASS OF SERVICE This feature allows users to make calls or use features from a station that is restricted. The users may either use the WCOS feature code or the authorization code feature. Both methods change the class of service to correspond with the station passcode or authorization code that is dialed. After the call is completed, the station returns to its programmed class of service. WIRELESS LAN—See Section 2.4.6 4.31 Home Page Table of Contents STATION FEATURES Add-On Modules Manual Signalling Appointment Reminder Message Waiting Light / Indication Automatic Hold Mute Microphone / Handset Automatic Privacy Off-Hook Ringing Background Music Off-Hook Voice Announce (Standard) Busy Station Callback One Time Do Not Disturb Busy Station Indications (BLF) One Touch Dialing Keys Call Coverage Key On-Hook Dialing Call Forwarding Privacy Release Call Forwarding Override Programmable Keys Call Logs Programmed Station Messages Call Pickup Protection from Barge-In Direct Station Selection (DSS) Redial Divert to Voicemail Remote Hold Do Not Disturb (Override) Ring Modes Do Not Disturb (Programmable) Ringing Preference Door Lock Release Speakerphone Exclusive Hold Station Lock Group Listening Terminal Status Indicator Headset Operation Tri-Colored Lights Hearing Aid Compatible Volume Settings Line Queuing with Callback Wall-Mountable Keysets Line Skipping Loud Ringing Interface 4.2 STATION FEATURES DESCRIPTIONS ADD-ON MODULES iDCS 14 BUTTON AOM The 14B AOM attaches to the right hand side of an iDCS 18D or iDCS 28D keyset and provides 14 buttons with red LEDs only one 14 button AOM per keyset. These buttons can be used for DSS keys, speed dial bins or any key that does not require a dual colored LED. Does not require a separate DLI port. It uses the same DLI port as the keyset is attached to. iDCS and DS 64 BUTTON MODULE Both models of the 64-button module add to the capability of any keyset. Up to two 64-button modules can be added to each keyset. The 64 programmable red LED buttons with red LED can be used for feature keys, DSS/BLF keys or one touch speed dial buttons. The maximum of AOMs per system is limited by the available DLI ports. One DM port is required per 64-button module. †Requires optional hardware and/or software. Ask your dealer for details. 4.32 Home Page Table of Contents SMT-i5264 IP 64 BUTTON MODULE The SMT-i5264 64-button module adds to the capability of any SMT-i 5000 Series keyset. Up to two 64-button modules can be added to any SMT-i 5000 keyset. The 64 programmable red LED buttons with red LED can be used for feature keys, DSS/BLF keys or one touch speed dial buttons. Maximum number of AOMs per system is limited by the available IP/Virtual ports. One IP port is required per 64-button module. APPOINTMENT REMINDER When programmed for a specific time, a keyset will sound a distinctive ring to remind the user of meetings or appointments. Alarms can be set for “today only” or for every day at the same time. Up to three alarms may be set at each keyset. Display keysets can program a message to be displayed when the alarm rings. Non-display keyset users must have the system administrator program messages for them. AUTOMATIC HOLD Station users can enable or disable automatic hold at their keysets. While a user is engaged on an outside (C.O.) call, pressing another trunk key, route key or CALL button automatically puts the call on hold when this feature is enabled. Pressing TRSF, CONFERENCE, PAGE or a DSS key will always automatically place the call on hold. This type of automatic hold is not a user-selectable option. Intercom calls can be automatically held if Intercom Auto Hold is set to ON for the entire system. AUTOMATIC PRIVACY All conversations on outside lines and intercom calls are automatically private. The privacy feature can be turned off on a per-line basis. 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. BUSY STATION CALLBACK When reaching a busy station, callers may request a callback by pressing one button or dialing a code. The system rings the caller back when that station becomes idle (a system-wide maximum of 100 callbacks are allowed at one time including busy station and busy trunk). BUSY STATION INDICATIONS (BLF) DSS/BLF keys may be assigned to any keyset or add-on module.These buttons will be off when the station is idle, light red when that station is in use and flash distinctively when that station is in the DND mode.The system can be programmed to allow the DSS keys to be used to pickup calls at other keysets. In a network of systems use the NS key to indicate BLF function for a station in some other node. CALL COVERAGE KEY These keys (buttons) provide a convenient way to cover calls ringing at other stations. Keyset users can have one or multiple call coverage keys programmed for a station. These buttons flash when a new call or recall is ringing at the programmed station. In addition, a call coverage delay ring time can be programmed to provide an audible ring tone either immediately or delayed from 1 to 250 seconds. Call coverage keys only flash and ring when the covered station is idle. When the covered station is off hook the call coverage key lights red to indicate a busy condition. 4.33 Home Page Table of Contents CALL FORWARDING Station users can forward internal and outside calls to other destinations immediately (Forward All), when busy (Forward Busy) or if not answered in a programmable number of seconds (Forward No Answer). These forward destinations can all be different. Once a destination has been programmed, it can be turned on and off with a programmable key. Forward All takes priority over Busy and No Answer conditions. In addition to the three usual methods of forwarding described above, a fourth option called Follow Me is available. This option allows a station user to set a Forward All condition from his/her station to another station while at the remote station. To display the Follow Me condition, the TRSF/transfer key lights steady red at the station that is forwarded. The TRSF/transfer key also lights if Forward All is set and no key is programmed for Forward All. Keyset users can be given an external call forward button to forward their calls to an external phone number. Each outside line may be programmed to either follow or ignore station call forwarding. A per-station option controls whether internal calls forward to voice mail or not. Single line telephones must have the system administrator program this feature for them. CALL FORWARD OVERRIDE When this option is set to yes for a station then intercom calls from that station will override any call forwarding settings of the called station. CALL LOGS With the call log feature, a display keyset user can review up to 50 of the last incoming calls from the Caller ID review list or up to 50 of the last external telephone numbers that were dialed. The numbers can be viewed, stored and/or dialed using the associated soft keys. LCR must be enabled for dialing and storing numbers from the CID review list. Optional hardware and/or software may be needed for Caller ID. CALL PICKUP With directed call pickup, a user can answer calls ringing at any station by dialing a code plus that extension number. The group pickup feature allows the user to answer any call ringing within a pickup group. Pickup keys may be customized with extenders to allow pickup from a specific station or pickup group. The OfficeServ 7100 has 20 programmable pickup groups. DIRECT STATION SELECTION (DSS) Programmable keys can be assigned as DSS keys and associated with extension numbers. Users press these keys to call or transfer calls to the assigned stations. In a network of systems use the NS key to provide DSS function to a station in some other node. DIVERT TO VOICEMAIL A keyset user can immediately divert a ringing call to their personal voice mailbox by pressing the # key.This will override any call forward no answer setting. DO NOT DISTURB (OVERRIDE) The DND Override feature allows a keyset with a DND Override key (DNDO) and the appropriate class of service to override the DND setting at a called keyset. This will allow a user to go into DND while waiting for an important call and have that call transferred to them via a screened transfer from a station (for example the users secretary) with a DNDO key. 4.34 Home Page Table of Contents DO NOT DISTURB (PROGRAMMABLE) The Do Not Disturb (DND) feature is used to stop all calls to a station. System programming can allow or deny use of the DND feature for each station. Parties calling a station in DND will receive reorder tone.When in DND mode, calls may be forwarded to another destination. See Forward DND option. A keyset without a DND button can activate DND via the feature access code. The ANS/RLS key will flash at 112 ipm (rapidly) when DND is set. There is a programmable option to allow a C.O. line to override DND at its ring destination if that destination is a single station. DOOR LOCK RELEASE Stations programmed to receive calls from a door phone can dial a code to activate a contact closure for control of a customer-provided electronic door lock. EXCLUSIVE HOLD Pressing HOLD twice will hold a call exclusively at a station so no other station can pick up that call. Intercom calls are automatically placed on exclusive hold. Exclusive hold for trunk calls can be denied in class of service. GROUP LISTENING This feature allows users to turn on the speaker while using the handset. It allows a group of people to listen to the distant party over the speaker without the microphone turned on. HEADSET OPERATION Every keyset can be programmed to allow the use of a headset. In the headset mode, the hookswitch is disabled and the ANS/RLS key is used to answer and release calls. Keyset users may turn headset operation ON/OFF by keyset programming or more easily by pressing the headset ON/OFF key. The headset key lights steady red when the keyset is in headset mode. HEARING AID COMPATIBLE All OfficeServ 7100 keysets are hearing aid compatible as required by Part 68 of the FCC requirements. LINE QUEUING WITH CALLBACK When the desired outside line is busy, the user can press the CALLBACK key or dial the access code to place his/her station in a queue. The user will be called back when the line is available (a maximum of 32 callbacks are allowed system-wide at one time including busy station and busy trunk). LINE SKIPPING When the user is talking on an outside line and the automatic hold feature is turned off, he/she may press an idle line key and skip to that line without causing the previous call to go on hold. LOUD RINGING INTERFACE The MIS daughter board provides an audible ring tone output. This can be connected to a paging system or single loud speaker to provide loud ring tone for a specific station only. The tone is preset and can not be changed. 4.35 Home Page Table of Contents MANUAL SIGNALLING Keysets can signal each other via a programmable key.This allows one station to alert another without establishing a voice conversation. Each press of the key results in a 500 milliseconds of ring tone being set to the intended station. An individual manual signaling key must be programmed for each station to be signaled. MESSAGE WAITING LIGHT/INDICATION When calling a station and receiving a busy signal or the no answer condition, the caller can leave an indication that a message is waiting.The message button will flash red at the messaged keyset. A single line phone connected to a 4SLM or 16MWSLI will have a message light. Five message waiting indications can be left at any station. MUTE MICROPHONE/HANDSET Any keyset user can mute the keyset’s handset transmitter by pressing the MUTE key. In addition, keyset users can also mute the keyset microphone while the keyset is in speakerphone mode. OFF-HOOK RINGING When a keyset is in use, the system will provide an off-hook ring signal to indicate that another call is waiting. The ring signal is a single ring repeated. The interval is controlled by a system-wide timer. Single line stations will receive a tone burst through the handset receiver instead of a ring. OFF-HOOK VOICE ANNOUNCE (STANDARD) Keysets may receive a voice announcement while on another call.The calling station must have an OHVA key. When transferring a call to a busy keyset or while listening to busy signal, the station user can press the OHVA key to make an OHVA call to the busy keyset. If the called keyset is in the DND mode, it cannot receive OHVA calls.The software has an user programmable option that will allow the OHVA to be heard through the speaker rather than in the handset. ONE TIME DO NOT DISTURB The Do Not Disturb (One Time) feature is used to stop all calls to a station when the user is on an outside line and does not want to be disturbed for the duration of the call. Upon completion of the call, DND is canceled and the station is returned to normal service. This feature requires a programmed button. ONE TOUCH DIALING KEYS Frequently used speed numbers can be assigned to one touch dialing keys for fast accurate dialing. ON-HOOK DIALING Any keyset user can originate calls without lifting the handset. When the called party answers, the user may speak into the microphone or lift the handset for more privacy. PRIVACY RELEASE This feature will allow another station to join in on your conversation by temporarily releasing privacy on the C.O. line from your keyset. Requires a Privacy Release key to be programmed on your keyset. A maximum of three (3) other people can join in. This uses one of the conference circuits in the system. 4.36 Home Page Table of Contents PROGRAMMABLE KEYS Each key can be programmed for more than 40 different uses to personalize each phone. Examples of keys include individual outside line, individual station, group of lines, group of stations and one touch speed dial buttons. Using these keys eliminates dialing access codes. The following feature keys have extenders that make them more specific: SPEED DIAL, SUPERVISOR, PAGE, DSS, DIRECTED PICKUP, GROUP PICKUP, DOOR PHONE, BOSS, PROGRAMMED MESSAGE, IN AND OUT OF GROUP, FORWARD and VOICE MAIL TRANSFER. The extender can be a station, a group or another identifying number. PROGRAMMED STATION MESSAGES Any station may select one of 15 messages to be displayed at a calling party’s keyset to advise others of their status.Ten messages are factory-programmed but may be reprogrammed. Five can be created by the system administrator. Each display keyset user may create five additional messages unique to them. NOTE: The calling party must have a display keyset to view these messages. PROTECTION FROM BARGE-IN Each station can be programmed as secure or not secure. Secure stations cannot be barged-in on. A station that is not secure cannot be barged-in on when talking to a secure station. REDIAL There are three types of external redial available to all station users. Each type can redial up to a maximum of 18 digits. • AUTO RETRY—When an outside number is dialed and a busy signal is received, the auto retry feature can be used to reserve the outside line and automatically redial the number for a programmable number of attempts (available to keyset users only). • LAST NUMBER—The most recently dialed number on a C.O. line is saved and may be redialed by pressing the redial key or dialing the LNR access code. • MANUAL RETRY with LNR—When you make an outside call and receive a busy signal you can press the LNR key to redial the same number again.This operation can be manually repeated for a limited number of attempts as defined by system programming (available to keyset users only). • MEMO REDIAL—When you are calling directory assistance you can store the number you are given using the dial pad and SAVE number feature. There is no need for a pencil and paper (available to keyset users only). SAVE NUMBER—Any number dialed on a C.O. line may be saved for redial at a later time. • REMOTE HOLD When you wish to place a call on hold at another station, press TRSF and dial the station number (or press the appropriate DSS key). Press the HOLD key.This will place the call on system hold on an available CALL button or Line Key at the remote station. RING MODES Each keyset user can select one of three distinct ways to receive intercom calls. The phone can automatically answer on the speakerphone, voice announce through the speaker or receive ringing.When the ring mode is selected, keyset users can choose one of eight distinct ring tones. Forced Auto Answer is invoked by the calling station and is controlled by the calling station’s class of service. 4.37 Home Page Table of Contents RINGING PREFERENCE Lifting the handset or pressing the speaker button automatically answers a call ringing at the keyset. Using this method, users are assured of answering the oldest call first. When ringing preference is turned off, the user must press the flashing button to answer. Users may answer ringing lines in any order by pressing the flashing button. SPEAKERPHONE The speakerphone enables calls to be made and received without the use of the handset. All Samsung telephones have speakerphone capability. STATION LOCK With a programmable personal station passcode, any keyset or single line station can be locked and unlocked to control use of each telephone.There are two lock options: 1=LOCKED OUTGOING and 2=LOCKED ALL CALLS. See the following table for more details. 0 UNLOCKED 1 LOCKED OUTGOING 2 LOCKED ALL CALLS Make Outside Calls YES NO NO Receive Outside Calls YES YES NO Make Intercom Calls YES YES NO Receive Intercom Calls YES YES NO 911 Emergency Calls (MMC 709) YES YES NO TERMINAL STATUS INDICATOR iDCS keysets are equipped with a terminal status indicator lamp. The terminal status indicator light is positioned on the top right corner of the keyset above the display. The terminal status indicator is a tri-colored (red, green, and amber) light that provides greater visibility of your keysets status than the individual key LEDs. The terminal status indicator provides the following indications: – Busy/Off Hook – Intercom Ring – Outside Call Ring – Recall Ring – Message Waiting – Do Not Disturb Steady Red Flashing Red Flashing Green Flashing Amber Flashing Red Fast Flash Red at 1 Second Intervals TRI-COLORED LIGHTS Samsung keysets have keys equipped for tri-colored LED indications (green, red and amber). To avoid confusion, your calls always light green, other calls show red and recalls light amber. See Hardware Section of this document for the number of tri-colored lights per keyset model. 4.38 Home Page Table of Contents VOLUME SETTINGS Each keyset user may separately adjust the volume of the ringer, speaker, handset receiver, background music, page announcement and off-hook ring tone. WALL-MOUNTABLE KEYSETS Each keyset and 64 button module can be wall mounted by reversing the base wedge. 4.39 Home Page Table of Contents DISPLAY FEATURES Account Code Display Enhanced Station Programming Call Duration Timer Identification of Recalls Call for Group Identification Identification of Transfers Call Logs Message Waiting Caller Number Call Processing Information Outside Line Identification Caller ID Information Override Identification Calling Party Name Programmed Message Display Calling Party Number Soft Keys Conference Information Stopwatch Timer Date and Time Display Text Messaging Dial by Name UCD Supervisor Displays Dialed Number 4.3 DISPLAY FEATURES DESCRIPTIONS ACCOUNT CODE DISPLAY Account codes are conveniently displayed for easy confirmation. If entered incorrectly, users may press the ACCOUNT key again and reenter the account code. CALL DURATION TIMER The system can automatically time outside calls and show the duration in minutes and seconds. Station users may manually time calls by pressing the TIMER button. CALL FOR GROUP IDENTIFICATION Calls ringing to a station group pilot number can be programmed in several ways to display various combinations of the following information: Station Group Number, Name, Caller ID Name, Caller ID Number, DID Name, DID Number, or specific combinations of the above. Consult your Service Technician for setup options and operation. Processing outside calls through Samsung Voice Mail System is required to receive Call for Group Number and Group Name display. CALL LOGS Display keyset users may view telephone numbers in incoming and outgoing call logs. With the press of a button the entry can be cleared, dialed or the CID Name, Number and Date of a specific call can be reviewed. CALL PROCESSING INFORMATION During everyday call handling, the keyset display will provide information that is helpful and in some cases invaluable. Displays such as [CALL FROM 203], [TRANSFER TO 202], [701: RINGING], [TRANSFER FM 203], [708 busy], [Camp on to 204], [Recall from 204], [Call for 501], [message from 204] and [FWD ALL to 204] keep users informed of what is happening and where they are. In some conditions, the user is prompted to take action and in other cases the user receives directory information. CALLER ID INFORMATION Caller ID information is dependent on the use of display keysets. The following list explains the displays that are used with Caller ID. 4.40 Home Page Table of Contents Name / Number Display Each LCD keyset user can configure their display to see the name and number in the display on all inbound direct calls. Next Call In the event that there is a call waiting or a camped-on call at the user’s keyset, the user can press the NEXT key to display the Caller ID information associated with the next call in queue at the station. Either the CID name or CID number will show in the display depending on the N/N (MMC 119) selection. Save CID/ANI Number At any time during an incoming call that provides CID information, the user may press the SAVE key.This saves the CID number in the Save Number feature. Pressing the SAVE number redial key will dial the CID number. The system must be using LCR to dial the saved number. Store CID/ANI Number At any time during an incoming call that provides CID information, the user may press the STORE key. This saves the CID number as a speed dial number in the personal speed dial list. The system must be using LCR to dial the stored number. Inquire Park/Hold When a user is informed that an incoming call is on hold or has been parked, the user may view the Caller ID or ANI information before he/she retrieves the call.This will influence how the user chooses to handle the call. CID/ANI Review List This feature allows display keyset users to review CID information for calls sent to their stations. This list can be from ten to fifty calls in a first in, first out basis.The list includes calls that were answered and calls that rang the user’s station but that were not answered. When reviewing this list, the user can press one button to dial the person back. The system must be using LCR to dial the stored number. Investigate This feature allows selected stations with a special class of service to investigate any call in progress. If CID/ANI information is available for an incoming call, the selected stations can know to whom the OfficeServ 7100 user is speaking. On outgoing calls, the selected stations can see who was called. After investigating, the selected stations may barge-in on the conversation, disconnect the call or hang up. Abandon Call List The system has a system-wide abandon call list that stores CID/ANI information for calls that rang but were not answered. The list is accessed using the operator’s passcode. When reviewing this list, you are provided options to CLEAR the entry or DIAL the number. You can use the NND key to toggle between the CID name, CID or ANI number and the date and time the call came in. The system must be using LCR to dial numbers from the abandon call list. The abandoned call list will store up to 100 unanswered calls. CALLING PARTY NAME For intercom calls, display keysets show the calling party’s name before answering.The names must be stored in the system directory list and can be up to 11 characters long. 4.41 Home Page Table of Contents CALLING PARTY NUMBER When an intercom call is received, all display stations show the calling party’s extension number before the call is answered. CONFERENCE INFORMATION When a conference is set up, each extension and outside line number is displayed at the controlling station when it is added. When a station is added, its display shows [Conf with xxx] alerting the user that other parties are on the line. DATE AND TIME DISPLAY In the idle condition, the current date and time are conveniently displayed. Display keysets can have a 12 or 24 hour clock in either the ORIENTAL or WESTERN display format with information shown in upper case or lower case letters. DIAL BY NAME Each station and speed dial number can have an associated directory name. Any station or speed dial number can be selected by scrolling alphabetically through a directory list. There are three directories: 1. 2. 3. System wide speed dial list Personal speed dial list Station directory list This online “phone book” allows display keyset users to look up and dial any speed dial number or station in seconds. DIALED NUMBER When an outside call is made, digits are displayed as the user dials them. If the display indicates an incorrect number was dialed, the user can quickly hang up before billing begins. ENHANCED STATION PROGRAMMING Personal programming options are easier to select and confirm with the help of the display. IDENTIFICATION OF RECALLS Hold recalls and transfer recalls are identified differently than other ringing calls. Hold recalls indicate the recalling line or station number and the associated name.Transfer recalls indicate the recalling line or station and where it is coming from. IDENTIFICATION OF TRANSFERS The display will identify who transferred a call to the user. This display will override any user-specified Caller ID name/number settings configured by the user. This ensures that transfers are always identified and not mistaken for new calls. MESSAGE WAITING CALLER NUMBER When the message indication is on, pressing the MESSAGE button displays the station number(s) of the person(s) who have messages for the user. Display keyset users can scroll up and down to view message indications. 4.42 Home Page Table of Contents OUTSIDE LINE IDENTIFICATION Each line can be identified with an 11 character name. Incoming calls display this name before the call is answered. This feature is helpful when individual lines must be answered with different greetings. OVERRIDE IDENTIFICATION If another station barges-in on a user’s conversation, the display will alert the user with a [Barge from 2xx] display if the system is set for barge-in with tone. PROGRAMMED MESSAGE DISPLAY Preprogrammed station messages set by other stations are displayed at the calling station’s keyset. SOFT KEYS Below the display, there are three soft keys and a SCROLL button.These keys allow the user to access features in his/her class of service without requiring the keyset to have designated feature keys. STOPWATCH TIMER Display keyset users find this feature very convenient to time meetings, calls and other functions. Users simply press once to start the timer and press again to stop the timer. TEXT MESSAGING This feature allows two display keyset users to respond to each other with preprogrammed messages. After receiving an Off Hook Voice Announcement or Station Camp-On, you may respond with a text message while continuing to talk and listen to your outside party. The other station can view this message and take the appropriate action or respond back with another text message. Up to 24 display station users can program their own individual ten (10) text messages that can be sent to another display keyset. Only the display keysets that are allowed in the system programming (MMC 611) will receive the (TMSG) text message softkey in the display and can use this feature. UCD SUPERVISOR DISPLAYS When a UCD supervisor key is pressed, supervisors can view information about the UCD group, calls or agents. Call Screen This allows the supervisor to view how many calls are in queue, the longest wait time, how many calls have been received today, what the average time in queue is and how many calls were abandoned. Agent Screen This allows the supervisor to monitor how many agents are logged in, check each agents status (IN GROUP, OUT OF GROUP, or DND), view each agents total number of calls, average call length or average ring time. Note: Accessing this screen will also allow a Supervisor to change the status of each agent (IN GROUP, OUT OF GROUP, or DND). 4.43 Home Page Table of Contents SAMPLE DISPLAYS Display model keysets have a large, easy-to-read, 32 character liquid crystal display. Helpful call processing information is provided so everyday call handling is quick and easy. Here are just some of the displays you may see. Camp on to 203 Wait for answer 209:Tim Kelly FRI 23 Sep 02:54 Idle display shows extension, name, day, date and time. This station is camped-on to extension 203 and is waiting for 203 to answer. Call for 501 202 Mr. Smith This station in the sales department is receiving a group call from Mr. Smith. Call for 501 706 Local #6 This display tells you this is a new incoming call to the sales department. OHVA from 203 REJECT 203: Busy CBK MSG CAMP ® This station is calling station 203 which is currently busy. This station is receiving an off-hook voice announcement from station 203. CONF:202 702 CONF® Conf with 203 John This station is on a conference call with John, extension 203. Assume other parties will hear your conversation. This station is on a conference call with extension 202 and trunk 702 and has the option to add two more parties. Call from 201 Operator Transfer to 203 John This station is transferring a call to John at extension 203. This station is receiving a call from extension 201. DO NOT DISTURB ON OFF 703 Local 3 CONF PAGE MUTE ® This station is setting the Do Not Disturb feature. This station is speaking on trunk 703. 4.44 Home Page Table of Contents SAMPLE CALLER ID 05/25,09:41,702 CLEAR NND DIAL 13054264100 702:RINGING This display shows an incoming call from 1-305426-4100 on Line 702 ringing directly at your station. This display shows the information on the abandoned call list.This call came in on May 25 at 9:41 A.M. on line 702.The user can CLEAR the entry, DIAL the caller back or examine further NND information. 13054264100 TRANSFER FM 201 SAMSUNG TELECOM CLEAR NND DIALà This display shows a call from 1-305-426-4100 that has been transferred to you from station 201. This display shows an entry in a station review list showing the three initial options.The arrow indicates other options available to you by pressing the SCROLL key. SAMSUNG TELECOM BARGE NND DROP 13054264100 NEXT NND ANS This display is seen while examining calls in queue at your keyset. This display shows an investigation of a station that is talking to Samsung Telecom. Investigator can BARGE-in to the conversation, DROP the call from the system or examine further NND information. TALKING TO:203 BARGE DROP SAMSUNG TELECOM CALL FOR:500 This display can be seen when investigating an intercom call.The investigator can BARGE-in or DROP the connection. This display shows an incoming call from Samsung Telecom ringing at group 500. SAMSUNG TELECOM ANS NND IGNORE This display is seen while using the INQUIRE feature. It shows the three options available while you are checking on a held or parked call. 4.45 Home Page Table of Contents SAMPLE UCD DISPLAYS 06 available 04 logged in 005 calls in queue now There are six members in the group. Four of the members are currently logged in. There are five calls currently waiting to be answered by the UCD group. 201: answered 065 calls today longest wait time is 02:24 The longest call on hold (waiting to be answered) was for two minutes, 24 seconds.This data applies to all calls since the supervisor data was last cleared. It does not necessarily represent calls currently in queue. The agent at station 201 has answered 65 calls today. 201: average call time 04:43 124 calls received today The average call length for station 201 is four minutes and 43 seconds. The UCD group has received 124 calls today. 202: Sondra STATUS: OUT average time in queue is 03:51 The average time on hold (waiting to be answered) is three minutes and 51 seconds. Station 202 is currently out of the group. (The display can also show IN GROUP and DND.) 4.46 Home Page Table of Contents AUTO ATTENDANT FEATURES Application Backup and Restore Password Security Automatic Self Configuration Question & Answer Forms Caller ID Routing Recordable System Prompts Camp-On Support Schedule-Oriented Call Processing Fax Detection and Routing Special Events Scheduler Global Operator Access System Activity Reports Interruptible Voice Prompts Transfer Direct to Mailbox Menu Tree Routing Voice Prompted Programming Music-On-Hold Support Web Programming Multiple Language Support 4.4 AUTOMATED ATTENDANT FEATURES DESCRIPTIONS APPLICATION BACKUP AND RESTORE The customer’s automated attendant application data can be backed up for archiving and restoration purposes. AUTOMATIC SELF CONFIGURATION During the initial setup of the phone system the automated attendant will automatically set up greetings and menus used in a typical install. This greatly reduces system setup time. By default the system will create day and night menus that allow users to dial any extension or press 0 for the operator. CALLER ID ROUTING If the customer’s Central Office provides Caller ID this information can be used by the automated attendant to identify and route calls. CAMP-ON SUPPORT The automated attendant can be configured so that calls transferred to a busy station can be “camped on” to the station, causing it to ring with a special off-hook ring tone even while in a call. FAX DETECTION AND ROUTING The OfficeServ 7100 automated attendant can detect a fax call and transfer it to any extension in the system. This detection can be enabled in any menu and assigned to different destinations for each menu. GLOBAL OPERATOR ACCESS Callers connected to the automated attendant can press 0 at any time to be transferred to the operator group. This feature requires that a valid operator group be defined in MMC 600. INTERRUPTIBLE VOICE PROMPTS Users may dial a menu option at any time during a prompt or greeting, without the need to wait for that option to be spoken aloud. This is very useful for users who are familiar with the options and wish to speed up the process. 4.47 Home Page Table of Contents MENU TREE ROUTING The automated attendant routes calls through a menu tree structure. Menus are able to process callers by a variety of means, such as: digits entered, caller ID, or DNIS information. Callers may be transferred to a multitude of destinations such as stations, groups, the voicemail directory, or 'Question and Answer' applications. Menus can be cascaded together to form complex application trees. MUSIC-ON-HOLD SUPPORT Music or announcements may be recorded into the automated attendant and used in the phone system as Music-On-Hold.The recorded announcement or music will play in a continuous loop and may be used to provide custom on-hold announcements or promotional messages. MULTIPLE LANGUAGE SUPPORT The OfficeServ 7100 automated attendant supports up to 3 simultaneous languages.The default language is English (United States). Spanish (Castilian) and French (Canadian) are also installed by the factory as standard languages. A list of available languages can be obtained through your local authorized Samsung service provider. PASSWORD SECURITY Automated attendant administration is password protected to prevent unauthorized access. QUESTION & ANSWER FORMS This feature allows the OfficeServ 7100 to be used to conduct surveys or collect responses to a questionnaire. Answers can be collated and stored in a specific mailbox or split into many different mailboxes. This is a useful tool any time you need to collect specific information from a caller but do not want to devote a staff member to take the calls directly. Answer messages can be prefixed with an optional header message, which helps in transcription by preventing silence in the event the caller skips a question. There is no fixed limit to the number of questions in a Q&A application, nor is there a fixed limit to the number of possible Q&A applications. RECORDABLE SYSTEM PROMPTS The OfficeServ 7100 automated attendant includes an integrated voice studio that allows you to edit or rerecord any prompt in the system. You can also create new prompts in order to help unify your company image. SCHEDULE-ORIENTED CALL PROCESSING The OfficeServ 7100 automated attendant processes calls according to an administrator controlled scheduling table.This table determines which mode of operation the system will run in (day, night, holiday, etc). Each programming object in the automated attendant can be configured to route calls differently depending on the active operating mode. The schedule table can set mode by individual port, time of day, day of the week, and calendar date. Up to 99 modes can be created, and the system administrator can manually override the schedule at any time from a touchtone telephone. SPECIAL EVENTS SCHEDULER When your business closes because of a holiday or a special event the OfficeServ 7100 can provide appropriate prompting to your callers by using the scheduling feature. Events can be pre-programmed to activate automatically or activated on the fly by an administrator. 4.48 Home Page Table of Contents SYSTEM ACTIVITY REPORTS The OfficeServ 7100 provides many useful automated attendant reports. These reports can be used to manage traffic patterns as well as to detect misuse of the system. Administrators can view these reports from the web programming interface. TRANSFER DIRECT TO MAILBOX The OfficeServ 7100 automated attendant can transfer callers directly to a voicemail box without the need to ring a station first. This is handy for things such as night time message taking or for playing announcements, such as directions, to a customer. VOICE PROMPT PROGRAMMING The OfficeServ 7100 provides a robust telephone user interface (TUI) for automated attendant programming. This TUI allows administrators the ability to record prompts and change operating modes. WEB PROGRAMMING Configuration of the OfficeServ 7100 automated attendant and voice mail is performed through a webbased application called OfficeServ WebManagement which runs on an embedded web server inside the system’s main processor. This allows the automated attendant to be programmed from any PC on the LAN that has Internet Explorer installed.With proper router configuration the web server can be accessed remotely from anywhere on the internet. 4.49 Home Page Table of Contents VOICE MAIL FEATURES Availability Schedule Message Length Controls Administration Mailbox Message Notification Answering Machine Emulation Message Playback Options Automatically Forward Messages Message Undelete Automatically Log In Message Unsend Automatic Self Configuration Message Waiting Indication Busy Station Queuing Minimum Password Length Callbacks Multiple Alphabetical Directories Call Blocking Multiple Personal Greetings Date / Time Stamp Name Addressing Direct Messaging / Quick Memos Network Mailboxes (AMIS) E-Mail Gateway Night Intercept Find Me Park and Overhead Page Flexible Numbering Plan Personal Mailbox Administration Follow Me Personal Single Digit Options Grouping / Sorting of Messages Programmable Message Retention Group Mailboxes Retrieve Public Caller Individually Defined Mailboxes and Stations Schedule Future Delivery Keyset Display and Soft Key Support Subscriber Administration Mailbox Backup and Restore Unified Voicemail Message Delivery Options Voice Prompted Programming 4.5 VOICE MAIL FEATURES DESCRIPTIONS AVAILABILITY SCHEDULE OfficeServ 7100 voicemail subscribers can configure a weekly availability schedule that lets the system know when they will be available to take calls. Calls made outside of normal working hours will be sent directly to the user’s voicemail box. ADMINISTRATION MAILBOX Subscribers can be designated as Mailbox Administrators, giving them the added functionality of being able to record and send broadcast messages. ANSWERING MACHINE EMULATION This feature allows you to hear calls being left in your voicemail box through the speaker of your keyset, similar to a home answer machine. This feature is not available across the network. AUTOMATICALLY FORWARD MESSAGES Voicemail boxes in the OfficeServ 7100 can be configured to automatically forward messages to another mailbox optionally leaving a copy in the original mailbox. 4.50 Home Page Table of Contents AUTOMATICALLY LOG IN A user’s voicemail can be configured such that upon calling in to the voicemail they are automatically logged in to their mailbox without being prompted for a password. AUTOMATIC SELF CONFIGURATION During the initial setup of the phone system the OfficeServ 7100 will automatically create mailboxes for each station in the system, greatly reducing system setup time. BUSY STATION QUEUING An administrator may configure a voicemail box to allow queuing when the subscriber’s phone is busy. Callers are given an option to hold for the busy station and can be informed of their position in queue and the estimated hold time. Note: Each queued caller will consume a voicemail port. CALLBACKS When listening to voice mail messages subscribers are given the option to automatically call back the person who left the message.This call back feature may be allowed for internal calls and / or external calls. For external calls the number called back is determined by Caller ID, which requires that Caller ID be received from the phone company. Long distance callback numbers can be blocked if desired. CALL BLOCKING The administrator may grant voicemail subscribers the option to enable call blocking. When activated, call blocking prevents the voicemail and automated attendant from trying to call the subscriber’s keyset, instead forwarding them straight to the subscriber’s voicemail box. DATE / TIME STAMP All voicemail messages are stamped with the date and time they were received.This information is spoken to the subscriber before the message by default, but can be set to only be spoken upon request. DIRECT MESSAGING / QUICK MEMOS The OfficeServ 7100 allows voicemail subscribers to quickly leave voice messages for other subscribers, without the need to actually call the subscriber. E-MAIL GATEWAY—See Unified Voicemail FIND ME If authorized to do so, a subscriber can create a list of stored telephone numbers for their mailbox. When callers reach the subscribers voicemail they are given the option to try to locate the subscriber.The OfficeServ 7100 will dial through the stored telephone number list attempting to reach the subscriber. If the subscriber is not reached or chooses to reject the call, the caller will be sent to the subscriber’s voicemail box. FLEXIBLE NUMBERING PLAN The OfficeServ 7100 voicemail is capable of distinguishing between similar dialing strings. For example mailboxes 2, 201, and 2011 can all coexist without risk of callers being misdirected.This is very useful in situations where one subscriber may require multiple voicemail boxes.The voicemail can accommodate mailboxes with as few as 1 or as many as 10 digits. 4.51 Home Page Table of Contents FOLLOW ME If authorized to do so, a subscriber can choose to have callers that reach their voicemail box to be forwarded to another destination, such as a cell phone. The OfficeServ 7100 will dial the new destination and prompt the subscriber to accept or reject the call. If the subscriber is not reached or chooses to reject the call, the caller will be sent to the subscriber’s voicemail box. GROUPING / SORTING OF MESSAGES If authorized to do so, a subscriber can choose to have callers that reach their voicemail box to be forwarded to another destination, such as a cell phone. The OfficeServ 7100 will dial the new destination and prompt the subscriber to accept or reject the call. If the subscriber is not reached or chooses to reject the call, the caller will be sent to the subscriber’s voicemail box. GROUP MAILBOXES The OfficeServ 7100 provides the ability to create voicemail boxes that are associated to a station group rather than a single station. INDIVIDUALLY DEFINED MAILBOXES AND STATIONS The OfficeServ 7100 allows creation of voicemail boxes that do not have associated stations. This is ideal for creating announcement mailboxes or for allowing remote users to have voicemail without actually being a part of the phone system. KEYSET DISPLAY AND SOFT KEY SUPPORT For subscribers who have a station equipped with a display the OfficeServ 7100 voicemail application can provide additional functionality. The display will be used to display notification of new messages. Also, when navigating the voicemail options the display will enable special soft key commands for faster navigation through the system. MAILBOX BACKUP AND RESTORE The customer can backup mailbox data for archiving and restoration purposes. MESSAGE DELIVERY OPTIONS When creating a quick memo or messaging another subscriber a subscriber may set any of a number of priority delivery options. Messages can be flagged any of the following: Urgent Priority, Return Receipt Request, Callback Request, Private, or Reply Required. MESSAGE LENGTH CONTROLS The administrator can configure many options to control the usage of disk space in the OfficeServ 7100 voicemail. These options include setting the maximum number of messages a mailbox can take, the maximum greeting length a subscriber can record, and the maximum length of messages left by a caller. The administrator can even configure an entire mailbox to be automatically deleted after a certain period of time. These options help to more efficiently manage message storage space and prevent abuse of the system.The maximum voice mail message length capability is 2.5 hours. MESSAGE NOTIFICATION The OfficeServ 7100 voicemail can alert subscribers of messages in a variety of ways. In addition to the normal keyset indicator, the subscriber can be notified via: cell phone, pager, and e-mail. Any or all of these options can be enabled.This allows subscribers a great deal of flexibility in how and where they receive their messages. 4.52 Home Page Table of Contents MESSAGE PLAYBACK OPTIONS Subscribers are given a wide variety of options when listening to messages. In addition to the standard play, pause, rewind, fast forward, replay, delete, forward, and reply subscribers can: adjust the volume of messages up or down, increase the playback speed of the recording, or choose to scan messages by playing only the first few seconds of each message. MESSAGE UNDELETE When a message is deleted by a user it is flagged for deletion during the nightly maintenance, which takes place at 3 a.m.The OfficeServ 7100 voicemail allows subscribers to retrieve deleted messages anytime before the daily maintenance has run. This is extremely useful for those occasions where a subscriber accidentally deletes a message or finds they missed one critical piece of information from the message. MESSAGE UNSEND A subscriber may choose to unsend a message any time before the recipient has listened to the message.The message will be immediately purged from the recipient’s mailbox. MESSAGE WAITING INDICATION The OfficeServ 7100 will automatically update message waiting indicators when a new voicemail message arrives. Additionally, subscribers who have a display keyset will be shown the total number of new messages in their mailbox. MINIMUM PASSWORD LENGTH The administrator can set a minimum length for subscriber passwords. Password length can be set from 0 (no minimum length) to 8 digits. This feature is useful for situations where enhanced security is required. MULTIPLE ALPHABETICAL DIRECTORIES The OfficeServ 7100 voicemail application allows the creation of up to 1000 unique directories. These directories are used by both the voicemail and automated attendant applications to allow callers and subscribers to dial or message subscribers based upon their name rather than their station number. MULTIPLE PERSONAL GREETINGS The OfficeServ 7100 voicemail recognizes five different reasons why a subscriber does not answer a call. These reasons are referred to as 'Call Coverage Conditions'. The voicemail administrator can allow a subscriber to assign a different personal greeting to each Call Coverage Condition. Subscribers may record a pool of up to 9 different custom greetings to assign to Call Coverage Conditions. NAME ADDRESSING This feature allows a subscriber to address messages to other subscribers by name instead of by mailbox number, eliminating the need to look up numbers or carry personal directories while traveling. NETWORK MAILBOXES (AMIS) The OfficeServ 7100 voicemail application is AMIS (Audio Messaging Interchange Specification) compliant. The AMIS network provides the ability to retransmit voicemail messages from one voicemail unit to another. Any voicemail application that is AMIS compliant can send messages to or receive messages from the OfficeServ 7100 voicemail. This is particularly useful in network environments where more than one voicemail unit is in use. 4.53 Home Page Table of Contents NIGHT INTERCEPT If a subscriber configures their availability schedule the system will automatically intercept calls made after hours. Instead of attempting to ring the subscriber at their station, the caller is immediately shunted to the voicemail box to leave a message. NOTE: For this feature to work properly calls must be routed to the subscriber through the automated attendant. PARK AND OVERHEAD PAGE For those subscribers who are frequently away from their desk, the OfficeServ 7100 voicemail provides a Park and Page capability.When a caller reaches one of these subscribers they can be given the option to page the subscriber. The subscriber is then paged and given the option to pick up the caller. If the subscriber rejects the call or does not respond the caller is routed to the subscriber’s voicemail box. PERSONAL MAILBOX ADMINISTRATION The OfficeServ 7100 voicemail application provides an extensive telephone user interface for subscribers to use for configuration of their mailbox. From this interface users can configure every aspect of their mailbox such as: changing passwords, recording and editing greetings, setting up stored telephone numbers, setting availability schedules, and more. PERSONAL SINGLE DIGIT OPTIONS The OfficeServ 7100 voicemail provides the administrator the ability to configure single digit options for a subscriber’s mailbox. When callers reach the subscriber’s voicemail they are presented with the ability to use these single digit options. This feature is useful for giving callers the ability to dial other departments or access automated attendant functions. PROGRAMMABLE MESSAGE RETENTION The administrator may set a specific time limit to store messages for a subscriber’s voicemail box. When a message has not been listened to for this length of time it will be automatically deleted. This option is configured on a per-mailbox basis. RETRIEVE PUBLIC CALLER If a caller is holding or leaving a message for a subscriber and that subscriber logs in to their mailbox, they will be notified that a caller is currently waiting for them and asked if they wish to retrieve the caller.The subscriber can then choose to speak to the caller or send them to the voicemail box to leave a message. SCHEDULE FUTURE DELIVERY The OfficeServ 7100 voicemail application allows subscribers to set a future delivery date when attempting to send a quick memo or messaging another subscriber. This is very useful for creating “to-do” lists, or for sending such things as meeting or holiday reminders. SUBSCRIBER ADMINISTRATION The OfficeServ 7100 provides an administrator access to a telephone user interface for system administration. The system administration interface allows the administrator to create, delete, or edit voicemail boxes. Edit mode allows access to things such as resetting passwords and entering directory names. 4.54 Home Page Table of Contents VOICE PROMPTED PROGRAMMING The OfficeServ 7100 provides a robust telephone user interface (TUI) for voicemail configuration. This TUI allows administrators the ability to manage subscriber mailboxes. It also provides subscribers the ability to configure almost every aspect of their mailbox without the need to memorize a complicated series of keystrokes. UNIFIED VOICEMAIL Samsung’s Unified Voicemail solution allows users to receive voicemail and messages directly in their email inbox through a feature called the E-Mail Gateway. Unified voicemail provides a vast array of functionality from listening to messages from any sound-enabled device that can access your email to archiving important messages. This functionality provides a simple, secure, and personalized way to access a voicemail box without the need to remember command sequences or phone numbers. The E-Mail Gateway feature supports delivery of any Samsung voicemail messages. Delivery is configured on a per-user basis, and supports delivery to any standard SMTP mail server. Users can view these emails from any standard email client, such as Microsoft® Outlook.The maximum length of an e-mail gateway file attachment is 12 minutes. E-mail gateway messages of more than 10 minutes will only send a notification. Two different Unified Voicemail email styles can be defined. Notification Only emails include a complete detailing of both the caller’s information and the message status. Delivery emails include this information in addition to a file attachment of WAV (for voicemail). Once in the user’s email inbox the message can be archived or forwarded just like any other email.Voicemails delivered to a user’s email inbox can optionally be deleted from the voicemail system to minimize mailbox clutter and reduce system overhead. The E-Mail Gateway feature can be enabled for up to 5 users by default. An additional license can allow the system to provide the feature to all users. Unified Voicemail also allows an administrator to be notified in the event of a problem in the E-Mail Gateway performance. NOTE: Some features require optional hardware. Ask your authorized Samsung Dealer for details. 4.55 ] Mar/21/1999 13:49 4.56 Authorization Code 4 Digits Date Call Made or Received Month:Day C.O. Line No. 2–4 Digits Time Call Made or Received Hrs:Mins:Secs Call Duration Hrs:Mins:Secs or Call Cost Call Type Flag 2 Characters 4.6 SAMPLE SMDR PRINTOUT (WITHOUT CALLER ID) Tenant 1 Digit Extension 2–4 Digits IA 0 I DI DO FO TT OT IT FI DE T DISA call with error Transferred call that was terminated Incoming transfer Incoming call forwarded to an external number Outgoing transfer - Outgoing call made and transferred Caller received a transferred call and transferred it again Call Type Flag Definitions Account Code 1–12 Digits Outgoing Call Incoming Call DISA call in DISA call out Outgoing record of forwarded call Incoming Ring Time Before Being Answered Telephone No. Dialed 1–18 Digits =============================================================================== ACCOUNT CODE T EXT AUTH TRK MM/DD STT.TIME DURATION FG DIALED DIGIT =============================================================================== 1 3951 725 03/21 13:51:17 00:00:08 IA 1 3951 725 03/21 13:51:25 00:00:14 IT 1 217 744 03/21 13:51:29 00:00:14 IA 1 235 725 03/21 13:51:39 00:00:06 T *1234567890# 1 219 726 03/21 13:51:25 $ 10.75 O 3056401067 1 217 744 03/21 13:51:43 00:00:40 I 1 278 725 03/21 13:53:40 00:00:07 O 18007864782 1 3951 726 03/21 13:54:45 00:00:07 IA GROUP OUT 1 219 03/21 13:55:03 1 3951 726 03/21 13:54:52 00:00:30 IT 1 217 726 03/21 13:55:22 00:00:16 TT DND ON 1 235 03/21 13:55:30 1 218 726 03/21 13:55:38 00:00:33 TT DND OFF 1 235 03/21 13:57:50 1 279 6398 727 03/21 13:57:32 $ 13.25 O 3056401066 GROUP IN 1 219 03/21 14:00:45 1 219 726 03/21 13:56:11 00:05:38 T 1 296 725 03/21 13:54:40 00:07:06 O 3055922900217 *1234567890# 1 219 717 03/21 14:03:57 00:00:15 O 19544530000 SMDR REPORT FOR [STA Miami Home Page Table of Contents ] Mar/21/99 13:49 4.57 4.7 SAMPLE SMDR PRINTOUT (WITH CALLER ID/ANI NUMBER) Call Duration Hrs:Mins:Secs or Call Cost Time Call Made Call Type Flag or Received 2 Characters Hrs:Mins:Secs Date Call Made or Received Month:Day C.O. Line No. 2–4 Digits Authorization Code 4 Digits Extension 2–4 Digits Tenant 1 Digit Telephone No. Dialed 1–18 Digits A IA 0 I DI DO FO Caller ID Name 1–15 Characters TT OT IT FI DE T DISA call with error Transferred call that was terminated Incoming transfer Incoming call forwarded to an external number Outgoing transfer - Outgoing call made and transferred Caller received a transferred call and transferred it again Call Type Flag Definitions Caller ID Number 1–15 Digits Outgoing Call Incoming Call DISA call in DISA call out Outgoing record of forwarded call Abandoned call Incoming Ring Time Before Being Answered Account Code 1-12 Digits ================================================================================================================== CID/ANI NAME ACCOUNT CODE CID/ANI NUMBER T EXT AUTH TRK MM/DD STT.TIME DURATION FG DIALED DIGIT ================================================================================================================== 1 3951 725 03/21 13:51:17 00:00:08 IA 13055922900 SAMSUNG TELECOM 1 3951 725 03/21 13:51:25 00:00:14 IT 1 217 744 03/21 13:51:29 00:00:14 IA 13055922900 SAMSUNG TELECOM 1 235 725 03/21 13:51:39 00:00:06 T *1234567890# 1 219 726 03/21 13:51:25 $ 10.75 O 3056401067 13055559748 PIZZA DELIVERY 1 217 744 03/21 13:51:43 00:00:40 I 1 278 725 03/21 13:53:40 00:00:07 O 18007864782 1 3951 726 03/21 13:54:45 00:00:07 IA GROUP OUT 1 219 03/21 13:55:03 13055922900 SAMSUNG TELECOM 1 3951 726 03/21 13:54:52 00:00:30 IT 13055922900 SAMSUNG TELECOM 1 217 726 03/21 13:55:22 00:00:16 TT DND ON 1 235 03/21 13:55:30 13055556420 PIZZA DELIVERY 1 218 726 03/21 13:55:38 00:00:33 TT DND OFF 1 235 03/21 13:57:50 1 279 6398 701 03/21 13:57:32 $ 13.25 O 3056401066 GROUP IN 1 219 03/21 14:00:45 13055922900 SAMSUNG TELECOM 1 219 726 03/21 13:56:11 00:05:38 T 1 296 725 03/21 13:54:40 00:07:06 O 3055922900217 SMDR REPORT FOR [STA Miami Home Page Table of Contents Home Page 4.8 SAMPLE OF UCD EMBEDDED REPORT ============================================================ UCD GROUP 529 : 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 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 ============================================================ UCD GROUP 515 : SUPPORT FROM: MON 03 Jan 08:30 TO : SUN 02 Jan 02:54 CALL STATISTICS =============== AVERAGE RING TIME(TIME TO ANSWER)......00:07 NUMBER OF TIMES ALL AGENTS BUSY........00005 AVERAGE TIME IN QUEUE..................01:06 TOTAL CALLS RECEIVED...................00023 LONGEST QUEUE TIME(TODAY)..............01:02 TOTAL CALLS ABANDONED..................00001 AGENT STATISTICS ================ MEMBER AGENT NAME CALLS AVERAGE RING ANSWERED CALL TIME TIME ----------------------------------------------------------01 223 FRED 0012 02:33 00:08 02 213 JANE 0010 01:04 00:04 R ID 4.58 Table of Contents Home Page Table of Contents 4.9 UCD CALL STATISTICS 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. NUMBER OF TIMES ALL AGENTS BUSY This is the number of times that a call is placed to an UCD group and all agents are busy or out of group.This check is made when the call is first placed to the group. 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. 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 overflowed to the UCD recording to be considered in queue. A call is considered in queue until it is answered or until it goes to the final destination. TOTAL CALLS RECEIVED The total number of times that calls were sent to a group. This 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: a) Calls answered by agent. 4.59 Home Page b) Calls that are not answered by an agent and go to final destination. c) Calls that are sent to the UCD group but callers hang up before being answered. LONGEST QUEUE TIME TODAY This shows the longest call in queue today. The queue time is calculated as follows: a) Queue time begins when a caller starts to hear the first UCD message. b) Queue time ends when a caller is either • Answered by an agent • System gets disconnected from C.O. or • Caller is transferred to final destination LONGEST QUEUE TIME NOW This shows the longest call currently in queue. The queue time is calculated as follows: a) Queue time begins when a caller starts to hear the first UCD message. b) Queue time ends when a caller is either • Answered by an agent • System gets disconnected from C.O. or • Caller is transferred to final destination 4.60 Table of Contents Home Page Table of Contents 4.10 UCD AGENT STATISTICS 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 answered by the agent. This does not include ring no answer to an agent station. If this total number 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 this total number 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. AVERAGE RING TIME This is an average of all the ring times for the agent. Ring times are previously explained. 4.61 Home Page Table of Contents 4.11 SAMPLE TRAFFIC REPORT TRAFFIC REPORT FOR [ STA Miami ] Mar/21/1999 13:35 **************************** SYSTEM STATISTICS ****************************** BEGINNING: Mar/15/1999 00:42 ENDING: ACTIVITY INCOMING TRUNK CALLS INCOMING TRUNK CALLS OUTGOING TRUNK CALLS A SELECTED TRUNK WAS Mar/21/1999 13:32 SYSTEM TOTAL - ANSWERED.................. - NOT ANSWERED.............. ............................ BUSY........................ 3041 26 2168 44 INTERCOM CALLS - COMPLETED....................... INTERCOM CALLS - NOT ANSWERED.................... 7178 1540 TRUNK RECALLS TO STATION......................... TRUNK RECALLS TO OPERATOR GROUP.................. 145 32 INTERNAL PAGE USED............................... EXTERNAL PAGE USED............................... ALL PAGE USED.................................... 35 79 231 **************************** TRUNK GROUPS *********************************** GROUP OUTGOING BUSY 9 1245 18 800 521 3 801 20 3 802 0 0 *************************** INDIVIDUAL TRUNKS ******************************* TRUNK 701 702 703 TRUNK-NAME LOCAL 1 LOCAL 2 LOCAL 3 ATTA 0 0 0 ANSD 737 541 290 NOT-ANSD 0 4 1 OUTGOING 19 26 37 BUSY 12 11 21 ************************* STATION HUNT GROUPS ******************************** GROUP 500 501 502 503 504 <———————— OUTSIDE CALL ————————> ANSD NOT-ANSD 439 19 261 37 40 2 87 5 19 1 <-INTERCOM-> ANSD 61 38 77 162 44 *********************** INDIVIDUAL STATIONS ********************************* <—————— OUTSIDE CALL ——————————————————————————><-INTERCOM——> EXT STATION-NAME ATTA ANSD NOT-ANSD DIALED ICM–TRSF TRK-TRK PICKUP ANSD DIALED 201 Operator 9 360 11 15 341 0 0 39 72 202 Barbara 12 60 2 80 20 0 12 49 66 203 Ivania 4 25 1 36 3 0 18 86 29 4.62 Home Page Table of Contents 4.12 TRAFFIC REPORT OVERVIEW A***************************** SYSTEM STATISTICS **************************** 1 BEGINNING: 2 04/01/99 08:00 ENDING: ACTIVITY 04/01/99 17:30 SYSTEM TOTAL 3 4 5 6 INCOMING TRUNK CALLS INCOMING TRUNK CALLS OUTGOING TRUNK CALLS A SELECTED TRUNK WAS 7 8 INTERCOM CALLS - COMPLETED.......................0000 INTERCOM CALLS - NOT ANSWERED....................0000 9 10 TRUNK RECALLS TO STATION.........................0000 TRUNK RECALLS TO OPERATOR GROUP..................0000 11 12 13 INTERNAL PAGE USED...............................0000 EXTERNAL PAGE USED...............................0000 ALL PAGE USED....................................0000 - ANSWERED..................0000 - NOT ANSWERED..............0000 ............................0000 BUSY........................0000 1. BEGINNING & ENDING This identifies when the statistics were collected. It includes dates and time. 2. ACTIVITY: Overall summary of traffic in the system for activities 3 to 13. 3. INCOMING TRUNK CALLS-ANSWERED: These are any incoming trunk calls to the system. These calls are pegged when answered by any device and/or station in the system whether it is a new call or a recall. 4. INCOMING TRUNK CALLS-NOT ANSWERED: These are any incoming trunk calls that were not answered by any station or device in the systems. These are the same calls that would be flagged as abandoned in SMDR. 5. OUTGOING TRUNK CALLS: These are all outgoing trunk calls that were originated by any station or through the DISA feature. Outgoing trunk calls are valid calls as defined by the SMDR START TIME in MMC 501. 6. A SELECTED TRUNK WAS BUSY: Pegged every time a trunk or trunk group was busy regardless of the manner in which it was selected (e.g., DTS key, LCR,“9”, 7XX, TRK GROUP SELECT, SPD, External call forward, DISA). 7. INTERCOM CALLS COMPLETED: These are all intercom calls that were completed to any station, station group or device. 8. INTERCOM CALLS NOT COMPLETED: These are all intercom calls that were not answered and resulted in the calling party hanging up. A call to a station group that overflows to another station is considered not answered whether the overflow destination did or did not answer. 9. TRUNK RECALLS TO STATION: These are trunk calls that were placed on any kind of hold and recalled a station.These are also trunk calls that were transferred and were not answered and recalled the transferring station. This includes members of the operator group that put calls on hold and then recall the operators station. 4.63 Home Page Table of Contents 10. TRUNK RECALLS TO OPERATOR GROUP: These are any trunk calls that recalled to the operator group. 11. INTERNAL PAGE USED: Peg count of every time internal page was accessed. 12. EXTERNAL PAGE USED: Peg count for every time external page was accessed. 13. ALL PAGE USED: Peg count of every time the all page feature was accessed.This does not include internal or external page, only 55+, or PAGE ,. B**************************** TRUNK GROUPS ************************** 1 GROUP 9 800 801 2 OUTGOING 0000 0000 0000 3 BUSY 0000 0000 0000 1. GROUP: A listing of all trunk groups assigned in the system. 2. OUTGOING: These are the number of outgoing trunk calls made using each trunk group. Pegged every time a member of this trunk group was used to make a valid outgoing call. A valid outgoing call is defined by the SMDR Start Time programmed in MMC 501. 3. BUSY: This is the number of times each trunk group was busy when someone attempts to access it. C****************************** INDIVIDUAL TRUNKS *************************** 1TRUNK 701 702 703 704 705 706 707 708 709 710 2TRUNK-NAME 3ATTA 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 4ANSD 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 5NOT-ANSD 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 6OUTGOING 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 7BUSY 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 1. TRUNK: A listing of each trunk in the system. 2. TRUNK NAME: The names of each trunk as programmed in MMC 404. 3. ATTA: Average Time To Answer for trunks is counted in the number of seconds that ringing voltage is detected at the trunk interface and the timer stops when trunk is answered by station or device in the system. The ATTA is the sum of all answered times divided by the answered call count. 4. ANSD: This is the number of times this specific trunk was answered by any station or device whether it is a new call or a recall. 5. NOT-ANSD: This is the number of times this specific trunk rang the system but was not answered. These are the same calls that would be flagged as abandoned in SMDR. 4.64 Home Page Table of Contents 6. OUTGOING: This is the number of times this trunk was used to make an outgoing call. A valid outgoing call is defined by the SMDR START TIME programmed in MMC 501. 7. BUSY: This is the number of times this trunk was busy when accessed by a button or dial code. D**************************** STATION HUNT GROUPS ************************** 2GROUP 500 501 502 503 504 <———————— 1 OUTSIDE CALL —————————————————————> 3ANSD 4NOT-ANSD 0000 0000 0000 0000 0000 0000 0000 0000 0000 0000 5 <-INTERCOM-> 6ANSD 0000 0000 0000 0000 0000 1. OUTSIDE CALLS: These statistics are for outside calls that reach these station groups regardless how they arrive there. 2. GROUP: Listing of all station groups in the system. 3. ANSD: This column is a peg count of all answered trunk calls that rang to the specific group directory number regardless of how these arrived. 4. NOT-ANSD: The number of times any trunk call directed to the specific group number was not answered by any member of the group. 5. INTERCOM: An intercom call made from a station or device within the system to the specific group number. 6. ANSD: This is a count of how many times an intercom call was answered by any group member of that specific group. E**************************** INDIVIDUAL STATIONS *************************** 1 11 <—————————————————— OUTSIDE CALL —————————————————> <-INTERCOM-> 2 3 4 5 6 7 8 9 10 12 13 EXT STATION-NAME ATTA ANSD NOT-ANSD DIALED ICM-TRSF TRK–TRK PICKUP ANS DIALED 201 0000 0000 0000 0000 0000 0000 0000 0000 0000 202 0000 0000 0000 0000 0000 0000 0000 0000 0000 203 0000 0000 0000 0000 0000 0000 0000 0000 0000 204 0000 0000 0000 0000 0000 0000 0000 0000 0000 205 0000 0000 0000 0000 0000 0000 0000 0000 0000 1. OUTSIDE CALLS: These statistics are for outside calls that in any way reach individual stations or devices. 2. EXT: Listing of all extension numbers in the system. This also includes AA/VM ports. 3. STATION NAME: The name for each particular station as programmed in MMC 104. 4. ATTA: Average Time To Answer for stations is counted in the number of seconds that ringing signal is applied to a station for trunk calls and recalls.The ATTA is the sum of all answered times divided by the answered call count. Use the same calculation method as used for individual trunk ATTA. 4.65 Home Page Table of Contents 5. ANSD: This is a count of how many times an outside call was answered by the specific station. Outside callers recalling a station are not counted again when they are answered. 6. NOT-ANSD: This is a count of how many times a trunk call was directed to the station but was not answered by this station. 7. DIALED: Peg count of how many times the station made a valid outside call. An outside call is defined by the SMDR start time in MMC 501. 8. ICM-TRSF: This is the number of times a trunk call was successfully transferred to another station using the intercom. It includes both screened and unscreened transfer. 9. TRK–TRK: This is the number of times a trunk call was transferred to another trunk (tie line) This is called a trunk–to–trunk transfer. This field gets pegged every time the station completes a trunk to trunk transfer. 10. PICKUP: This is a count of the outside calls that were picked up by the specific station. Picked-up calls are calls that are not ringing at your station but were answered by you. This peg count is separate from the number of answered call in #5 of Individual Stations section E. 11. INTERCOM: Statistics for intercom calls. An intercom call made from a station or a station device within the system to another station. 12. ANSD: This is the number of times an intercom call was answered by this specific station. Screened transfers count as an answered intercom call. 13. DIALED: The number of times the specific station dialed another station or station group. Screened transfers count as a dialed intercom call. 4.66 Home Page Table of Contents PART 5. GENERAL USER INFORMATION 5.1 RADIO FREQUENCY INTERFERENCE WARNING: This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules.These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, it may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense. 5.2 FCC REQUIREMENTS The OfficeServ 7100 electronic telephone system complies with Part 68 of the Federal Communications Commission Rules and Regulations. FCC REGISTRATION NUMBERS: A3LKF13BOS7100 A3LMF13BOS7100 649E-OS7100 UNAUTHORIZED MODIFICATIONS Any changes or modifications performed on this equipment that are not expressly approved in writing by SAMSUNG TELECOMMUNICATIONS AMERICA could cause noncompliance with the FCC rules and void the user’s authority to operate the equipment. NOTE: Allowing this equipment to be operated in such a manner as to not provide for proper answer supervision is a violation of Part 68 of the FCC’s rules. TELEPHONE CONNECTION REQUIREMENTS A plug and jack used to connect this equipment to the premises wiring and telephone network must comply with the applicable FCC Part 68 rules and requirements adopted by the ACTA. A compliant telephone cord and modular plug is provided with this product. It is designed to be connected to a compatible modular jack that is also compliant. See installation instructions for details. 5.3 TELEPHONE COMPANY INTERFACES CIRCUIT TYPE CARD TYPE FACILITY INTERFACE CODE NETWORK JACK 02LS2 02LS2 04DU9.DN 04DU9.1KN 04DU9.1SN 04DU9.1SN (PRI) RJ45S RJ45S RJ48C LOOP START LINE 4TRM 8TRK/8TRK2 TEPRIa 16TRK DID LINE TEPRI 04DU9.BN RJ48C 5.1 Home Page Table of Contents RINGER EQUIVALENCE (REN) The REN of the 4TRM (1.38) is used to determine the number of devices that may be connected to a telephone line. Excessive RENs on a telephone line may result in the devices not ringing in response to an incoming call. In most but not all areas, the sum of RENs should not exceed five (5.0). To be certain of the number of devices that may be connected to a line, as determined by the total RENs, contact the local telephone company. For earlier products, the REN is separately shown on the label. REN for the OfficeServ 7100 is 1.3B. INCIDENCE OF HARM If this equipment, the OfficeServ 7100, causes harm to the telephone network, the telephone company will notify you in advance that temporary discontinuance of service may be required. But if advance notice is not practical, the telephone company will notify the customer as soon as possible. Also, you will be advised of your right to file a complaint with the FCC if you believe it is necessary. CHANGES TO TELEPHONE COMPANY EQUIPMENT OR FACILITIES The telephone company may make changes in its facilities, equipment, operations or procedures that could affect the operation of the equipment. If this happens, the telephone company will provide advance notice in order for you to make necessary modifications to maintain uninterrupted service. HEARING AID COMPATIBILITY This equipment, the OfficeServ 7100 is hearing aid compatible as specified in Part 68 of the FCC Rules. EQUIPMENT WITH DIRECT INWARD DIALING (“DID”) THIS EQUIPMENT SHOULD BE OPERATED WITH PROPER ANSWER SUPERVISION. FAILURE TO PROVIDE FOR PROPER ANSWER SUPERVISION IS A VIOLATION OF THE PART 68 OF THE FCC’S RULES. PROPER ANSWER SUPERVISION IS DEFINED AS FOLLOWS: A. This equipment returns answer supervision to the public switched telephone network (PSTN) when DID calls are: — Answered by the called station. — Answered by the attendant. — Routed to a recorded announcement that can be administered by the customer premises equipment (CPE) user. — Routed to a dial prompt. B. This equipment returns answer supervision on all DID calls forwarded to the PSTN. Permissible exceptions are: — A call is answered. — A busy tone is received. — A reorder tone is received. EQUAL ACCESS REQUIREMENTS This equipment is capable of providing users access to interstate providers of operator services through the use of access codes. Modification of this equipment by call aggregators to block access dialing codes is a violation of the Telephone Operator consumers Act of 1990. 5.2 Home Page Table of Contents ELECTRICAL SAFETY ADVISORY Parties responsible for equipment requiring AC power should consider including an advisory notice in their customer information suggesting the customer use a surge protector. Telephone companies report that electrical surges, typically lightning transients, are very destructive to customer terminal equipment connected to AC power sources. This has been identified as a major nationwide problem. 5.4 MUSIC ON HOLD WARNING IMPORTANT NOTICE: In accordance with US copyright laws, a license may be required from the American Society of Composers, Authors and Publishers (ASCAP) or other similar organizations if copyright music is transmitted through the Music on Hold feature. SAMSUNG TELECOMMUNICATIONS AMERICA hereby disclaims any liability arising out of failure to obtain such a license. 5.5 DISA WARNING Lines that are used for the direct Inward System Access feature must have the disconnect supervision options provided by the telephone company. WARNING: As it is impossible to control who may access your DISA line it is suggested that you do not turn this feature on unless you intend to use it. If you do use this feature, it is good practice to frequently change pass codes and periodically review your telephone records for unauthorized use. 5.6 UNDERWRITERS LABORATORIES and CANADIAN STANDARDS ASSOCIATION The OfficeServ 7100 system has been tested to comply with safety standards in the United States and Canada as listed below. C US LISTED 51YL E149091 I.T.E. Telephone Equipment For earlier products, the UL Mark is separately shown on the label. 5.3 Home Page Table of Contents SAMSUNG TELECOMMUNICATIONS AMERICA BUSINESS COMMUNICATION SYSTEMS 5 YEAR WARRANTY SAMSUNG TELECOMMUNICATIONS AMERICA (“STA”), warrants to its authorized Dealers and to the original retail purchaser (“Users”) of a STA product for a period of 60 months from the date of shipment of the Product from STA’s facility, that the Product (except for lamps, fuses, and other consumable items) will be free from defects in material and workmanship. Repaired or replaced materials shall be warranted for the balance of the warranty remaining on the original equipment, or 90 days from date of shipment from STA’s facility, whichever is longer. This warranty is for the benefit of and shall apply only to authorized Dealers and to Users. This warranty will not apply if the defect arises out of accident, neglect, alteration or misuse, failure of electric power, air conditioning, humidity control, causes other than ordinary use, or causes beyond STA’s control. All warranty claims shall be waived unless reported, in writing, to STA or its authorized Dealer, prior to the expiration of the applicable warranty period. The obligation of STA under this warranty is, at the sole option of STA: 1) the repair or replacement (with new or refurbished parts), of the defective or missing parts that are causing the malfunction and which are determined to be the defective by STA, and the return shipment of such parts to the Dealer (Dealer or User shall be responsible to pay for shipment of the defective parts to STA and for all the expenses connected with their removal and reinstallation); or 2) in lieu of repair or replacement, STA may refund the price charged by STA to its Dealer for such parts as are determined by STA to be defective and which are returned to STA through an authorized Dealer within the warranty period and no later than 30 days after such malfunction, whichever occurs first. To obtain service under this warranty: (1) USERS must provide written notice of the malfunction to an authorized STA Dealer within the warranty period and not later than 30 days after the date of the malfunction, whichever occurs first. If the USER is unable to identify an authorized STA Dealer, USER must provide written notice of the malfunction, including proof of the date of purchase of the equipment and the serial number of the malfunctioning Product, to STA at its corporate offices. Upon receipt of such notice and determination by STA that User is eligible for Warranty service, STA will provide the USER with the name of an authorized STA Dealer to contact for warranty service DEALERS must provide written notice of malfunction to STA no later than the expiration of the warranty period 30 days after the date the Dealer becomes aware of the malfunction, whichever comes first. For purposes of this Warranty, the issuance by STA of a Material Return Authorization (MRA) number by telephone to an authorized Dealer shall be deemed to be written notice from the Dealer with respect to the material returned under that MRA. STA MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, AND SPECIALLY DISCLAIMS ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THESE WARRANTIES ARE DEALER’S AND USER’S SOLE REMEDIES AND IN LIEU OF ALL OBLIGATIONS OR LIABILITIES ON THE PART OF STA FOR DAMAGES, INCLUDING, BUT NOT LIMITED TO, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OF THE PRODUCTS, OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE, DATA OR PROFITS, ARISING OUT OF OR IN CONNECTION WITH THE PERFORMANCE OF THE PRODUCTS, WHETHER IN A CONTRACT OR TORT ACTION. INCLUDING NEGLIGENCE, EVEN IF STA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES,THE TOTAL MAXIMUM LIABILITY OF STA FOR BREACH OF WARRANTY SHALL BE LIMITED TO A REFUND OF THE COST OF THE DEFECTIVE PRODUCT. No Dealer and no person other than an officer of SAMSUNG TELECOMMUNICATIONS AMERICA,L.P. may extend or modify this warranty, and no modification or extension of this warranty shall be effective unless in writing signed by the authorized officer of SAMSUNG TELECOMMUNICATIONS AMERICA, L.P.