Home

OfficeServ Operator User Manual

1. 56 Message Handling 57 Enable Message 57 Send Message 57 Add Outgoing BLF Group 58 CHAPTER 5 Call Control 60 General Functions 61 Dial 61 Answer 62 Drop 63 Table of Contents Hold
2. 77 Pickup 78 Repeating the Last Action Once a Call is Reconnected 78 ANNEX A Retrieving the Call Log 80 Log Viewer Start 80 Log Viewer Menus 81 Retrieving Logs 82 Retrieving Statistical Logs 82 Retrieving All Logs 83 Retrieving Inbound Calls Logs 84 Retrieving Outbound Calls Logs
3. 21 Saving New Customer Information 22 Using the Recently Forwarded Number 22 Call Features 23 Held Calls Window 24 Call Button Window 24 Table of Contents DID Window 25 DID Inter Working BLF Group Settings 26 BLF Busy Lamp Field Window 27 Searching a BLF Group 28 BLF Group Mana
4. 71 Orbit Park 72 Call Back 74 Leave Message 75 Camp On 75 OHVA 76 Connect to Voice Mailbox 76 Leave Voice Message 76 Transfer to a Voice Mailbox 77 Record Voice Messages 77 Redirect
5. 1 Conventions 2 References 2 CHAPTER 1 Introduction to the OfficeServ Operator 3 Overview 4 Introduction to the OfficeServ Operator 4 System Requirements 5 Functions of the OfficeServ Operator 5 CHAPTER 2 OfficeServ Operator Installation 7 Preparations Before Installation 7 Installation 7 Procedures for Installing the OfficeSer
6. 64 Unhold 64 Transfer 65 Consultation Transfer 66 Station Park 67 Attempt Cancel a Conference 68 Add Remove Participants or Leave a Conference Call 69 Page 70 Additional Functions 70 Hold with Note 70 Target Hold Transfer Reservation
7. 47 Display 48 Toolbar 49 Station Group 50 Contact Information 50 Call Control 51 Blocked CIDs 52 Urgent VIP CIDs 53 Color 54 Advanced 55 Function Key
8. 85 Retrieving Trunk Calls Logs 85 Retrieving Station Calls Logs 86 Retrieving DID Logs 86 Retrieving CID Logs 87 Retrieving Logs for Each Transfer Destination 87 Table of Contents ANNEX B Importing Exporting Excel Files 88 Importing Data in an Excel File Format Into a Phone Book 88 Exporting Phone Book Data to an Excel File 92 ABBREVIATION 94 Table of Contents 1 INTRODUCTION Introduction This document is intended for the end users of the OfficeServ Operator software This manual describes the functions of the OfficeServ Operator that including installation service settings and operations Document Content and Organization This document consists of five chapters and two annexes as follows CHAPTE
9. Every effort has been made to eliminate errors and ambiguities in the information contained in this guide Any questions concerning information presented here should be directed to SAMSUNG TELECOMMUNICATIONS AMERICA 1301 E Lookout Dr Richardson TX 75082 telephone 972 761 7300 SAMSUNG TELECOMMUNICATIONS AMERICA disclaims all liabilities for damages arising from the erroneous interpretation or use of information presented in this guide OfficeServ Operator User Manual Table of Contents Samsung Telecommunications 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 2004 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 Table of Contents TABLE OF CONTENTS INTRODUCTION 1 Introduction 1 Document Content and Organization
10. Unhold Answers a held call Transfer Toggle Transfers a call call alternation Station Park Parks a call in a station Orbit Park Parks a call by using number keys ranging from 0 to 9 or reanswers the held call Conference Makes a conference call Page Broadcasting Camp On Call waiting Transfer to Voice Mail Transfers a call to a voice mailbox Call Recording to Voice Mail Starts stops recording a call Callback Reserves a call connected to a busy unanswered station Table of Contents 61 Button Call Menu Description Leave Message Leaves a message in a busy unanswered station Redirect Transfers a call without answering the incoming call OHVA Urgent notification Complete Transfer Complete Transfer Redial Redial Reestablish Reestablish General Functions Dial Dialing methods provided by the system are as follows Dialing a Call by using the Call Control Button Enter a phone number and click the Dial button Then the status of the corresponding call will be displayed as Ringback as shown below Dialing a Call by using the Enter Key Enter a phone number And then press the Enter key Dialing a Call by Double Clicking Select and double click a device from the lt BLF gt window to make a call to the selected device Table of Contents 62 Dialing a Call by using the Popup Menu Select and right click a device from the lt BLF gt window And then
11. within the time period Table of Contents 86 Retrieving Station Calls Logs Follow the steps below to retrieve station calls logs 1 Select the Station Calls Log menu from the Run to see the lt Station Calls Log gt window 2 Enter the start time and end time for retrieving logs Click Run to see the search results within the time period Retrieving DID Logs Follow the steps to retrieve DID logs 1 Select the DID Log menu from the Run to see the lt DID Log gt window 2 Enter the start time and end time for retrieving logs and DID No Name 3 Click Run to see the log retrieval results for the DID No or DID name within the time period Table of Contents 87 Retrieving CID Logs Follow the steps below to retrieve CID logs 1 Select the CID Log menu from the Run to see the lt CID Log gt window 2 Enter the start time and end time for retrieving logs and DID No Name 3 Click Run to see the log retrieval results for the DID No or DID name within the time period Retrieving Logs for Each Transfer Destination Follow the steps below to retrieve logs for each transfer destination 1 Select the lt Transferred Destination Log gt menu from the Run to see the lt Transferred Destination Log gt window 2 Enter the start time and end time for retrieving logs and the transfer destination number to be retrieved 3 Click Run to see the log retrieval results for the transfer destination numbe
12. Log Viewer menu from the Tools menu of the OfficeServ Operator and execute the Log Viewer to retrieve the call log Log Viewer Menus Examples of the logs that can be retrieved in the Log Viewer include statistical data all calls inbound outbound calls station trunk calls and call logs based on DID numbers names called parties the numbers to which the calls are transferred Log Viewer Start Select the View Logs from the Tools of the OfficeServ Operator or select Start Programs OfficeServ Operator Log Viewer from the Windows desktop to view the call log Once the Log Viewer is executed the window below is displayed Table of Contents 81 Log Viewer Menus The OfficeServ Operator allows the user to store the logs of both incoming and outgoing calls in the database The lt Run gt menu consists of submenus as shown below Category Description Statistics Displays simple statistical data Total Log Displays detailed information on all calls Inbound Calls Log Displays detailed information on incoming calls Outbound Calls Log Displays detailed information on outgoing calls Trunk Calls Log Displays detailed information on trunk calls Station Calls Log Displays detailed information on station calls DID Log Displays detailed information on calls retrieved based on DID number name CID Log Displays detailed information on calls with specific called parties Transferred Destination Log Displays
13. OfficeServ Operator user or an OfficeServ Call user Call Log The call logs of the OfficeServ Operator are maintained for all the incoming outgoing calls made while operating the application A call log includes the Notes field where data on a specific call are recorded Use the log view to view a call log and search the log by categories Table of Contents 7 CHAPTER 2 OfficeServ Operator Installation Preparations Before Installation Preparations before installing the OfficeServ Operator are described below Registering the Valid License Number of the OfficeServ Operator To operate the OfficeServ Operator properly an available license number should be registered The license number is granted by the reseller of the OfficeServ Operator or a Samsung reseller and should be entered into the PC that operates the OfficeServ Link If any license number is not registered the OfficeServ Operator will not operate properly IP Address of the OfficeServ Link The user needs to know the IP address of the PC where the OfficeServ Link connected with the OfficeServ system or iDCS 500 system is installed before installing the OfficeServ Operator Contact the OfficeServ Link or OfficeServ system or iDCS 500 system administrator to check the IP address of the OfficeServ Link first Checking the Specifications of the PC where the OfficeServ Operator will be Installed Typically the OfficeServ Operator can be installed into a PC Check the type of
14. V VM Voice Mail Table of Contents
15. and only the BLF device starting with 2 is displayed Enter 0 Only the BLF device starting with 20 is displayed Enter 1 Only the BLF device starting with 201 is displayed Table of Contents 29 When clicking the Find button or Enter key the window focus moves to BLF 201 and 201 is entered in the destination box If multiple search destinations exist use arrow keys Searching by Name When pressing F5 and entering characters except for 0 to 9 a name is automatically selected and the BLF device starting with the character is searched and displayed The method of searching a name Suzy Beth Smith is described below Enter R Automatically a name is selected and the BLF device with a name starting with R will be displayed Next Ro The BLF device with a name starting with Ro will be displayed Enter Rob The BLF device with a name starting with Rob will be displayed Table of Contents 30 Click the Find button or Enter key Then the window focus moves to the BLF device with a name of Rob Wylie 202 which is the phone number of Rob Wylie is entered in the destination field of the call button window If multiple search destinations exist use arrow keys BLF Group Management Creating the BLF Group Put the mouse cursor and right click on the list box of the lt BLF gt window and select the New Group m
16. detailed information on calls transferred to specific numbers Columns of each log window are described as follows Column Description Incoming Outgoing Incoming calls are displayed as Outgoing calls are displayed as Name Displays the names of the called parties Tel Displays phone numbers Date Displays call dates Duration Displays call duration on a second basis State Calling status is as follows Ringback When making a call to a station the called party does not answer the call Ringing When a call is connected to a station the called party does not answer the call Connected A call is connected Busy The called station is busy DID Tel Displays DID numbers DID Name Displays DID names Note Displays notes Table of Contents 82 Typically all logs are displayed in a descending order When clicking a column header in a specific row of each log screen the logs are sorted in an ascending or descending order Retrieving Logs Retrieving Statistical Logs Follow the steps below to retrieve statistical logs 1 Select the Statistics menu from the Run to see the lt Statistics gt window 2 Enter the start time and end time for retrieving logs Click Run to see the search results within the time period Table of Contents 83 Retrieving All Logs Follows the steps below to retrieve all logs 1 Select the Total Log menu from the Run to see the lt Total Log g
17. gt window Disconnecting a Call by using the Call Control Button Select a call and click the Drop button to disconnect the call Disconnecting a Call by using the Key Select a call and press the key to disconnect the call Disconnecting a Call by using the Popup Menu Right click a device from the lt Active gt window And then select the Drop menu Table of Contents 64 Selecting the Call on the Top of the lt Active Calls gt Window Press the F3 key to select the first call on the list of the lt Active Calls gt window Press the F4 key to select the first call on the list of the lt Held Calls gt window Hold The F3 key is used for selecting the first call on list of the lt Active Calls gt window Holding a call by using the Call Control Button Select a call from the lt Active Calls gt window and click the Hold button to hold the call Then the lt Held Calls gt window will be displayed as shown below Holding a Call by using the Key Select a call from the lt Active Calls gt window and press the key to hold the call Holding a Call by Drag and Drop Drag a call from the lt Active Calls gt window and drop the call on the lt Held Calls gt window to hold the call Unhold The F4 key is used for selecting the first call on list of the lt Held Calls gt window NOTE Table of Contents 65 Answering a Held Call by using the Call Control Button Select
18. number of an incoming outgoing call the external phone number saved in Business Phone will be displayed in Phone Number If only an extension number is saved Country Code Area Code will be displayed in Phone Number Using the Recently Forwarded Number The list of the recently forwarded numbers shows three different numbers whose forwarding has been attempted Also if the recently forwarded number is an extension number the station status will be displayed in the format of an icon The icon for status display is the same as the one in the lt BLF gt window NOTE Table of Contents 23 Select a number of the list of the recently forwarded numbers and click the T button at the right of the window to forward a call to the number Using the Recently Forwarded Number To use the recently forwarded number the caller information must be displayed If caller information does not exist in the database the recently forwarded number will not be saved in the database and cannot be used Call Features Right click on the lt Active Calls gt window and select Drop to release a connected call Only if the lt Active Calls gt window is in a conversation phase the call features menu such as Drop will be enabled Available call features are Drop Complete Transfer Callback Leave Message Camp On and OHVA NOTE Table of Contents 24 Held Calls Window When an active call is on hold the call will be d
19. only when the password matches the password entered in this tab Password Enter the password to be used for opening the lt Option Setting gt window This field is enabled only when the Limit Option Setting check box is selected Table of Contents 56 Function Key This tab enables the user to set the function keys from F7 to F12 which are used for call control Click a function key After assigning a function to the selected key press the selected key to execute the assigned function Table of Contents 57 Message Handling This function enables the user to exchange messages with another OfficeServ Operator user or with a Samsung Computer Telephony Interface CTI applications such as the OfficeServ Call which supports message functions Enable Message This menu enables the user to login to the OfficeServ Link which serves as a message server and exchange messages However messages can be exchanged only while the user is logged in to the OfficeServ Link Select Enable Message from the Tools menu If the user selects this menu when the menu is not checked a login message is sent to the OfficeServ Link This menu will be checked if the login is successful If the user selects this menu when the menu is checked a logout message is sent to the OfficeServ Link This menu will be unchecked if the logout is successful Send Message This menu enables the user to send messages to a user logged in to the Of
20. select the Dial menu Entering Numbers and Special Characters from a Keyboard The OfficeServ Operator enables the user to conveniently enter the numbers from 0 to 9 and special characters such as and using the keyboard without putting the cursor on the text box However other special characters cannot be entered Answer Once a call is connected to the operator s station the connected call is displayed on the lt Incoming Calls gt window If more than two incoming calls are connected the user can select a call to answer The first connected call is displayed on the top of the list The F2 key is used for selecting the first call listed on the lt Incoming Calls gt window NOTE Table of Contents 63 Answering a Call by using the Call Control Button Select a call to answer and click the Answer button Answering a Call by using the Enter Key Select a call and press the Enter key to answer the call Answering a Call by Double clicking Double click an incoming call from the lt Incoming Calls gt window to answer the call Answering a Call by Drag and Drop Drag an incoming call from the lt Incoming Calls gt window and drop the call on the lt Active Calls gt window to answer the call Answering a Call by using the Key Press the Insert key to answer the first call listed on the incoming call list Drop The F3 key is used for selecting the first call on list of the lt Active Calls
21. station click the OHVA button to set the OHVA function Setting the OHVA Function by using the Popup Menu When making or transferring a call to a busy station right click a device from the lt Active gt window and then select the OHVA menu to set the OHVA function When DND is set to the station If DND is set on the target station the OHVA function cannot be set Connect to Voice Mailbox The user can check messages saved in the voice mailbox by selecting My Voice Mail from the Call menu This menu enables digital IP phone users to automatically make a call through a speaker For regular phones lift the handset first before attempting the connection to the voice mailbox Checkpoint The SVM card should be mounted on the system and operated properly to use My Voice Mail Leave Voice Message The user can leave a message to another subscriber s voice mailbox by selecting Leave Voice Message from the Call menu After entering the extension number in Destination of the lt OfficeServ Operator gt Call Button Window select Leave Voice Message from the Call menu NOTE NOTE Table of Contents 77 Transfer to a Voice Mailbox If a call is connected or transferred to a busy or unanswered station the user can transfer the call to the voice mailbox of the recipient Enter the extension number of the recipient and click the Transfer to a Voice Mailbox button Recor
22. system NOTE Table of Contents 47 Parameter Description CLI Names Retrieves the CLI information of the OfficeServ system or iDCS 500 system Station Speed Dials Retrieves the speed dial information set in the operator s phone Reflect the configuration changes of the switch in real time except DT DS buttons and Station Speed Dials Sets whether to apply in real time the changes in system information such as the DID table CLIP table or station group setup Number of Set Parameters Selecting more parameters will extend the initialization time since more information must be retrieved from the system Columns This tab enables the user to select the information to be displayed on the Incoming Calls Active Calls and Held Calls windows Parameters of the Columns tab are described below Category Parameter Description CID Telephone number and name of the other party Incoming Calls Active Calls DID DID number and name NOTE Table of Contents 48 Category Parameter Description Duration Time elapsed since the call was displayed on the list Held Calls Detail Additional information such as re termination or transfer State Status of the call Active Calls Contact Info Displays the CID and the number most recently transferred Note Call related notes entered by the operator Held Calls Orbit Park Displays the Orbit Park button Display This tab enables the user to
23. After dialing the station click the Message button to leave a message Leaving a Message by using the Popup Menu After dialing the station right click a device from the lt Active gt window and then select the Leave Message menu Camp On When the user transfers a call to a busy station the user can set the Camp On function Setting the Camp On Function by using the Call Control Button When transferring a call to a busy station click the Camp On button to set the Camp On function Setting the Camp On Function by using the Popup Menu When transferring a call to a busy station right click a device from the lt Active gt window and then select the Camp On menu to set the Camp On function Setting the Camp On amp Drop Functions by using the Enter Key When transferring a call to a busy station press the Enter key to set the Camp On and Drop functions Setting the Camp On amp Drop Function by using the Popup Menu When transferring a call to a busy station right click a device from the lt Active gt window and then select the Complete Transfer menu to set the Camp On and Drop functions Table of Contents 76 OHVA When the user makes or transfers a call to a busy station the user can set the OHVA function Setting the OHVA Function by using the Call Control Button When making or transferring a call to a busy
24. OfficeServ Operator Changing Telephone Line This section describes the procedures for changing the telephone lines of the OfficeServ Operator Option Settings This section describes the procedures for setting functions such as General Key Telephone Columns Display Toolbar Station Group Contact Information Call Control Blocked CIDs and Urgent VIP CIDs Message Handling This section describes the procedures for connecting to the OfficeServ Link and for transmitting messages Adding Outgoing Call Information to the BLF Group This section describes the procedures for adding the outgoing call information saved in the phonebook to the BLF group Changing Telephone Line Select Phone Lines from the Tools menu to change the telephone line of the OfficeServ Operator Select an extension to be used by the OfficeServ Operator and click the OK button Table of Contents 44 Option Settings Select Options from the Tools menu to set various options for using the OfficeServ Operator The Options window is composed of many tabs as described below Tab Description General Sets general option values Key Telephone Selects the information to be received from the OfficeServ system Columns Determines if each list should have columns Display Selects display format Toolbar Selects buttons for controlling calls Station Group Selects a station group to be used for the BLF group Contact Information Se
25. OfficeServ Link transfers events between the OfficeServ system or iDCS 500 system and OfficeServ Operator and exchanges messages between the OfficeServ Operator systems The network configuration diagram of the OfficeServ Operator is shown below OfficeServ Link TCP IP TCP IP OfficeServ Operator n OfficeServ iDCS 500 OfficeServ Operator 1 OfficeServ Operator 2 Intranet Table of Contents 5 System Requirements The OfficeServ Operator inter works with the OfficeServ system or iDCS 500 system The PC where the OfficeServ Operator will be installed should meet the requirements below Category Specifications Operating System Windows 2000 Series Professional Server and Advanced Server Windows XP Professional Processor CPU Pentium3 500 MHz or higher A dual Pentium processor is recommended for the system with more than 300 devices Memory 128 MBytes or higher Monitor Resolution 1024 768 or higher Network Interface Card 100 10 Base T Functions of the OfficeServ Operator The OfficeServ Operator performs the functions described below Call Processing by Using the Keyboard Mouse The user can use the keyboard or mouse to operate calls If the operator answers a call by lifting the handset the operator can use the OfficeServ Operator and phone by turns when required Drag and Drop Call Processing The operator can drag and drop a call on the station icon to transfer the cal
26. Operator on Windows 2000 or Windows XP client PC s it is important that the Remote Access Auto Connection Manager and Remote Access Connection Manager services are disabled Also the Telephony service must be set to Manual Failure to disable these services could cause the application to fail to load Checking the Services 1 Select Start gt gt Settings gt gt Control Panel from the Menu Bar Selecting the Control Panel Window 2 Double click the Administrative Tools from the Control Panel Window Selecting the Administrative Tools Window Table of Contents 14 3 Double click the Services from the Administrative Tools Windows and then search the Remote Access Auto Connection Manager Checking the status of the Remote Access Services 4 Double click on the Remote Access Auto Connection Manager and the Property page is displayed as shown Select Disabled under the Startup type Repeat the same procedure for the Remote Access Connection Manager 5 Close all open windows and reboot the system Table of Contents 15 CHAPTER 3 Description of the OfficeServ Operator This chapter describes the menus and windows of the OfficeServ Operator OfficeServ Operator Menus The OfficeServ Operator menus include File Call Tools View and Help File Allows the user to start or exit the OfficeServ Operator application Call Allows the user to make a ca
27. PTER 4 OfficeServ Operator Settings Table of Contents 19 Main Menu Submenu Description Refresh Active View Refreshes and displays the status of calls displayed in the lt Active Calls gt window Refresh Incoming View Refreshes and displays the status of calls displayed in the lt Incoming Calls gt window Refresh Held Calls Refreshes and displays the status of calls displayed in the lt Held Calls gt window Clear Info View Clear the messages displayed in the lt Information gt window BLF Tooltip Put the mouse on the BLF device to see the phone numbers names and notes in the format of balloon help View Status Bar Displays the status of the operator station For details refer to Status Bar of the CHAPTER 3 Description of the OfficeServ Operator Contents and Index Displays the OfficeServ Operator Help User s Guide Displays the manual for using the OfficeServ Operator Help About Displays the version information of the OfficeServ Operator Information Window The information window gives the OfficeServ Operator users necessary useful information so that the users can learn the OfficeServ Operator Also this window displays the messages received from another station subscriber The figure below shows the example of the information which is displayed in the lt Information gt window when a new call is connected Table of Contents 20 Incoming Calls Window T
28. R 1 Introduction This chapter provides an overview of the OfficeServ Operator and describes its functions and system requirements CHAPTER 2 OfficeServ Operator Installation This chapter describes preparations before the OfficeServ Operator installation and procedures for installing the OfficeServ Operator CHAPTER 3 Description of the OfficeServ Operator This chapter describes the menus and windows of the OfficeServ Operator CHAPTER 4 OfficeServ Operator Settings This chapter describes the method of changing phone lines setting various options processing messages and adding an originating Busy Lamp Field BLF group by using the OfficeServ Operator CHAPTER 5 Call Control This chapter describes the method of using the general and additional system functions by using the call control buttons mouse keyboard or popup menus ANNEX A Retrieving the Call Log This chapter describes the method of viewing a call log provided by the OfficeServ Operator Table of Contents 2 ANNEX B Importing Exporting Excel Files This chapter describes Method of importing Excel data into a phone book Method of exporting phone book data into an Excel file Conventions The following special paragraphs are used in this document to point out information that must be read This information may be set off from the surrounding text but is always preceded by a bold title in capital letters CHECKPOINT Provides the operator with checkpoi
29. Restore Initial Setup button to load the default values Table of Contents 50 Station Group This tab enables the user to select a station group from the station groups set in the OfficeServ system iDCS 500 system Then the selected station group will be displayed on the BLF group list of the OfficeServ Operator After selecting a station group to be displayed in the BLF group list click the OK button Contact Information This tab enables the user to set whether to display the CID of an incoming station call incoming external line calls or an outgoing call on the Active Calls window Table of Contents 51 Parameters of the Contact Information tab are described below Parameter Description Internal Inbound Calls If an intercom call arrives the system retrieves the CID data from the DB External Inbound Calls If an external call arrives the system retrieves the CID data from the DB Search CLI Table for external calls if a match has not found in the Smart Console phonebook If the CID is not found on the DB the system attempts to retrieve the information from the CLI data of the OfficeServ system or iDCS 500 system Outbound Calls If the call was originated from an operator the system retrieves the CID data from the DB Call Control This tab is used to determine how the OfficeServ Operator should handle the current call when a common call or a held call arrives while the user is busy Par
30. S 500 system are set the station status such as DND callback or messages is displayed in the status bar as shown below Status displayed in the status bar is described below Status Description REC Shows that a call is being recorded Table of Contents 42 Status Description CBK X Number X of callback that has been set MSG X Number X of the messages left in the user s station VM X Number X of the voice messages saved in the user s voice mailbox DND ON OFF Shows whether the station of the operator is in a DND state or not Double click DND ON to release DND Double click DND OFF to set DND AVAIL UNAVAIL Shows whether the OfficeServ Operator is used or not When double clicking AVAIL UNAVAIL unavailable is displayed A call connected to the user s station in an UNAVAIL unavailable status is transferred to the destination number for transfer when busy CRL RP1 RP6 Allows the user to select either day or night mode When double clicking CRL Clear RP1 RP6 the window that prompts the user to select a Ring Plan RP is displayed The OfficeServ Operator runs depending on selected RPs CAP Shows that the lt Caps Lock gt key is set NUM Shows that the lt Num Lock gt key is set SCRL Shows that the lt Scroll Lock gt key is set Table of Contents 43 CHAPTER 4 OfficeServ Operator Settings This chapter describes the procedures for setting various options through the
31. a held call and click the Unhold button to answer the held call Answering a Held Call by using the Enter Key Select a held call and press the Enter key to answer the held call Answering a Held Call by Double clicking Double click a held call to answer the held call Answering a Held Call by Drag and Drop Drag a held call from the lt Held Calls gt window and drop the call on the lt Active Calls gt window to answer the held call Transfer The OfficeServ Operator provides two types of call transfer the Blind Transfer and Consultation Transfer The OfficeServ Operator uses Consultation Transfer by default Blind Transfer is applied when a call is transferred by dragging and dropping the call to the BLF Blind Transfer Transfers a call regardless of the recipient s will Consultation Transfer Transfers a call under the agreement of the recipient Transferring a Call by using the Call Control Button Enter an extension number and click the Transfer button Transferring a Call by using the Enter Key Enter an extension number and press the Enter key Transferring a Call by Dragging and Dropping Press the Ctrl key and drag and drop a call from the lt Active Calls gt window to the target device on the BLF window Table of Contents 66 Canceling Call Transfer by using the Key The extension number of the caller and the extension number of the final recipient are displayed in lt Active Calls gt w
32. all the call state will be displayed as below NOTE Table of Contents 67 The operator can toggle a call between a Connected station and a station On Transfer or complete the call transfer Toggling a Call by using the Call Control Button Once the Transfer button changes to the Toggle button press the Toggle button Completing Consultation Transfer by using the Enter Key Press the Enter key to complete the consultation transfer When the consultation transfer is completed the call is deleted from the lt Active Calls gt window Canceling Consultation Transfer by using the Key Press the key to cancel the consultation transfer and to connect the call to the original recipient Station Park The operator can park a call on a station connected to an external call In such cases the external C O line call becomes a held call However if the station is idle a blind transfer is performed for the call Parking a Call by using the Call Control Button Enter the target extension number and click the Station Park button When the station park is completed the call is deleted from the lt Active Calls gt window Parking a Call through Drag and Drop Drag a call from the lt Active Calls gt window and drop the call on a busy station in the lt BLF gt window to park the call on the busy station Table of Contents 68 Parking a Call on an Available Station through Drag and Dro
33. alls and held calls Mouse or keyboard operation with drag and drop functionality Easy to use buttons for advanced functions such as conference and paging OfficeServ Link The OfficeServ Link application is a software application that links the Samsung iDCS telephone system to a Windows based computer The Link enables other software applications both Samsung and third party to interface with the Samsung iDCS product line of telephone system and allows these applications to add additional functions and capabilities to the system The Link application includes a licensing module which must be used to register and authorize which applications are running on the system and number of users Table of Contents 4 Overview Introduction to the OfficeServ Operator The OfficeServ Operator is a PC based console which is a telephony application that inter works with the OfficeServ or iDCS 500 systems Once the operator receives a request for call operation from the OfficeServ system or iDCS 500 system the operator connects or transfers the call through the OfficeServ Operator For instance when a caller dials a business phone the operator answers the call and transfers it to the requested number through the OfficeServ system or iDCS 500 system The OfficeServ system or iDCS 500 system OfficeServ Link or OfficeServ Operator is used for Intranet as shown in the figure below and transfers receives data in the TCP IP protocol The
34. ameters of the Call Control tab are described below Parameter Description Hang up the connected call Hangs up the current call and answers the new call Hold the connected call Automatically holds the current call and answers the new call Table of Contents 52 Parameter Description Do not allow to answer other calls when a call exists Any newly incoming calls will be rejected when the user is busy Blocked CIDs This tab enables the user to block undesired calls Calls from the phone numbers registered to the block list are automatically transferred to the station set in the Blocked Calls Redirect to tab of the General menu Parameters of the Blocked CIDs tab are described below Parameter Description Type a CID Enter a phone number and click Add to register the number to the block list If 2 is entered all calls from numbers starting with 2 are blocked If 21 is entered all calls from numbers ranging from 210 to 219 are blocked The external numbers should be entered in a format as same as that of the CLIP table Block List Displays the registered block list Select a phone number from the block list and click Delete Then the number will be deleted from the list Up to ten phone numbers can be registered to the block list Table of Contents 53 Urgent VIP CIDs This tab enables the user to set an urgent or important call Since calls from the phone numbers registere
35. ce call as described in the Attempt Cancel a Conference Call section Removing Participants by Using the Call Control Button Select a participant and click the Drop button to remove the participant from the conference call Removing Participants by Using the Key Select a participant and press the key to remove the participant from the conference call Leaving a Conference Call by Using the Call Control Button Click the Drop button to leave the conference call Leaving a Conference Call by Using the Key Press the button to leave the conference call Table of Contents 70 Page Paging within the Default Page Zone Click the Page button in order to page the default page zone set by Option Paging in a Zone other than the Default Page Zone Enter a target zone and click the Page button When not using a headset A user who does not use a headset must lift the handset before paging Additional Functions Hold with Note If a user holds a call after leaving a note in the Note column of the lt Active Calls gt window the note is displayed on the memo column of the lt Held Calls gt window This note is also saved in the Call Log database after the call is completed and can be verified through the Log Viewer Hold with Note function of the OfficeServ Operator This is one of the main functions of the OfficeServ Operator This function allows users to check the
36. d Calls gt window Select a target held call displayed as P in Note and press the Enter key to reanswer the target held call Reanswering a Call by Double clicking Double click a target held call displayed as P in Note of the lt Held Calls gt window to reanswer the target held call Reanswering a Call by Drag and Drop Drag a target held call displayed as P in Note of the lt Held Calls gt window and drop the call on the lt Active Calls gt window to reanswer the target held call Executing the lt Orbit Park gt function Select Columns from Options and select Orbit Park from Held Call Call Back If a call is connected to a busy or unanswered station the caller can use the Call Back function which connects the caller to the target station when the line becomes available Setting the Call Back Function by using the Call Control Button If the target station is busy or does not answer click the Call Back button to set the Call Back function Setting the Call Back Function by using the Popup Menu If the target station is busy or does not answer right click a device from the lt Active gt window and then select the Callback menu to set the Call Back function NOTE Table of Contents 75 Leave Message If the target station is busy or does not answer the caller can leave a message Leaving a Message by using the Call Control Button
37. d Voice Messages Click the Record button to record messages in the voice mailbox The recorded messages are automatically saved in the voice mailbox of the OfficeServ Operator user While recording messages REC is displayed on the status bar Redirect This function allows the user to transfer incoming calls to another station Incoming Call Transfer by Pressing the Call Control Buttons Press the F2 key to highlight the call at the top of the list of incoming calls Select an incoming call to transfer from the lt Incoming Calls gt window and enter the extension number to which the incoming call will be transferred Click the lt Redirect gt button Incoming Call Transfer by Drag and Drop Select an incoming call to transfer and drag and drop the call to the targeted station of the lt BLF gt window Table of Contents 78 Pickup If the connected station does not answer the call another OfficeServ Operator user can pick up the call Call Pickup by Double Clicking Double click the station that will pick up a call from the lt BLF gt window The icon below is displayed when a call is connected to a station of the lt BLF gt window Call Pickup by Using the Popup Menus Select a station that will pick up a call from the lt BLF gt window Right click and select the lt Pick Up gt menu Repeating the Last Action Once a Call is Reconnected When a call is reconnected after holding target holding orb
38. d to the Urgent VIP CIDs list are displayed red on the Incoming Calls window the calls can be easily recognized Parameters of the Urgent VIP CIDs tab are described below Parameter Description Type a CID Enter a phone number and click Add to register the number to the urgent VIP list If 2 is entered all numbers starting with 2 are registered to the urgent VIP list If 21 is entered the numbers ranging from 210 to 219 are registered to the urgent VIP list The external phone number should be entered in a format as same as that of the CLIP table Urgent VIP List Displays the registered urgent VIP list Select a phone number from the urgent VIP list and click Delete Then the number will be deleted from the list Up to ten phone numbers can be registered to the urgent VIP list Table of Contents 54 Color This tab enables the user to change the color of the title bar and the color of trunk calls and the colors for BLF statuses on the lt Incoming Calls gt window and lt Active Calls gt window and lt Held Calls gt window Select a basic color or click Define Custom Colors gt gt to select a desired color and click OK The options are described below Category Parameter Description Background Background color of the title bar Text Text color for the incoming calls active calls or held calls Choose the title bar colors Focused Color of the border that surrounds the title bar whe
39. disconnected calls on the operator line Deletes all the disconnected calls from the operator lines De allocate All Calls on operator line Initializes the operator lines used by the OfficeServ Operator Even if the operator lines are initialized the actual port status of the operator lines is not changed De allocate disconnected Calls of all lines Deletes all the disconnected calls from all the lines Call De allocate All Calls lines Initializes all the lines station and C O Line Even if all the lines are initialized the port status of the OfficeServ system or iDCS 500 system is not changed Message Login Logs into the OfficeServ Operator to send receive messages to from the OfficeServ Link Send Message Sends messages to another station For details refer to Message Processing of CHAPTER 4 OfficeServ Operator Settings Import Export Excel Files Imports or exports an Excel file to be used by a phone book For details refer to Annex B Importing Exporting Excel Files Add Outgoing BLF Group Imports a phone number from a phone book and adds the number to the incoming BLF group Log Viewer Allows the user to view the call log For details refer to Annex A Retrieving the Call Log Open EasySet Runs the EasySet Phone Lines Selects a line to be used in the OfficeServ Operator Tools Options Sets the options of the OfficeServ Operator For details refer to CHA
40. elect one of the number keys from 0 to 9 and click the Orbit Park button Saving a Call by using the Number Button Click one of the number buttons from 0 to 9 to save a call NOTE Table of Contents 73 Saving a Call by using the Tab Key Press F4 to open the lt Held Calls gt window and press the Tab key to select number 0 Then the number 0 button will be displayed blue Press the Enter key to save the call in number 0 After the call is saved P 0 is displayed in the Note column and the number 0 button is displayed in yellow as shown below The user can toggle between numbers to select a saved call by pressing the Tab key Reanswering Calls Reanswering a Call by using the Call Control Button Enter a target number where and click the Orbit Park button to reanswer the call saved in the corresponding number Or press F4 to open the lt Held Calls gt window and select a target held call displayed as P and click the Answer button to reanswer the call Reanswering a Call by using the Number Button Click the number where the call is saved Table of Contents 74 Reanswering a Call by using the Tab Key Press F4 to open the lt Held Calls gt window press the Tab key to select the target number displayed in yellow and press the Enter key to reanswer the call saved in the selected number Reanswering a Call by using the Enter Key Press F4 to open the lt Hel
41. enu Enter the name of the BLF group to be created in the window below and click OK to create a new group Table of Contents 31 Deleting the BLF Group Select a BLF group to be deleted from the list box of the lt BLF gt window and right click on the group to select the Delete menu Once the window that prompts the user to delete the group appears click Yes to delete the selected BLF group Changing the BLF Group Name Select the BLF group whose name will be changed from the list box of the lt BLF gt window Right click and select the Rename menu Otherwise press the selected group by using the mouse to change the name Table of Contents 32 Enter the name to be changed once input is active The name of the default group marked as cannot be changed Refreshing the BLF Group Right click on the list box of the lt BLF gt window and select Refresh to change the list of the BLF group to the recent data Selecting the Refresh Menu Select a BLF group from the lt BLF gt window and Refresh to import and display the list of the devices included in the selected group To import the group data newly select the blank from the group list of the lt BLF gt window and Refresh Adding the Existing Device to the BLF Group The method of adding the devices included in the existing BLF group such as Total Station to another BLF group is described below Select a device to be added while pres
42. ers and modem options depends on the user s operating system 7 Once the window below appears fill out each field and click OK Table of Contents 11 Parameter Description General Allows the user to select the country that is using the OfficeServ Operator Area Code Rules Allows the user to enter an area code except for 0 E g Seoul 2 Kyunggido 31 The user must enter the numbers set in the OfficeServ system or iDCS 500 system Calling Card Select one of tone dialing and pulse dialing 8 Once the window below appears enter the IP address of the OfficeServ Link in Server IP Address and click OK If an invalid IP address is entered the OfficeServ Operator can be connected with the OfficeServ Link As for Server Port No and Trace Type maintain the default settings For detailed information about each parameter refer to the OfficeServ Link User Guide Connection Settings Between the OfficeServ Operator and OfficeServ Link To properly connect the OfficeServ Operator with the OfficeServ Link the IP address of the OfficeServ Link must be entered accurately CHECK Table of Contents 12 9 Click Finish from the window below to terminate the OfficeServ Operator setup Once the OfficeServ Operator setup is completed the shortcut icon for the OfficeServ Operator is created on the desktop of the PC Table of Contents 13 Remote Access Services When installing OfficeServ
43. ficeServ Link Select Send Message from the Tools menu to send messages Table of Contents 58 If the user is logged in to the OfficeServ Link the lt Send Message gt window will be displayed as shown below If the user is not logged in to the OfficeServ Link the user can automatically login to the OfficeServ Link by selecting the Send Message menu Enter the extension number of the recipient in the To text box at the upper section of the window Separate numbers with semi colons when entering multiple numbers e g 202 203 204 Clicking the Send button without specifying a destination in the To text box will send the message to all logged in stations My messages and messages received from the other stations while this window is open are displayed in the text box on the center of the window Messages that arrive while the message window is closed are displayed on the lt Information gt window Enter the message to be sent in the text box at the bottom section of the lt Send Message gt window Then click the Send button or press the Enter key to send the message Add Outgoing BLF Group Select Add Outgoing BLF Group from the Tools menu to retrieve the outgoing call information from the phonebook and to add the information to the BLF group Table of Contents 59 Select the table to be added and click the Run button If a valid external outbound call information exists in the selected table the lt Outg
44. for a destination number The user can adjust the displayed buttons DID Displays the DID information set in the OfficeServ system or iDCS 500 system The DID information is displayed in the lt Incoming Calls gt window lt Active Calls gt window and lt Held Calsl gt window as well thus the information can be used very usefully for supporting multiple companies or departments BLF Displays the devices of the OfficeServ Operator in the format of cards or lists If the station port is the same as the C O line port this window will show the current status of the device The device types are as follows Station port C O line port of the OfficeServ system or iDCS 500 system Member of the station group Speed dial number of the operator station DT DS button set in the operator station A random number set by the user Status Line Displays the current status of the user station such as voice message number whether voices are recorded or not Do Not Disturb DND message list list of stations where messages are left call back busy station where a call is reserved and ring plan setting status Table of Contents 18 Menus The menus of the OfficeServ Operator are described below Main Menu Submenu Description Restart Restarts the OfficeServ Operator File Exit Terminates the OfficeServ Operator Dial Page Controls calls For details refer to CHAPTER 5 Call Control De allocate the
45. gement 30 Device Management 33 Calling Functions 38 Icons for Status Display 41 Status Bar 41 CHAPTER 4 OfficeServ Operator Settings 43 Changing Telephone Line 43 Option Settings 44 General 45 Key Telephone 46 Columns
46. group is set in the DID the lt BLF gt window will be automatically changed to the set BLF The user can select one of the DID list or Queue list from the options Table of Contents 26 The columns are described below Column Description Tel DID number set in the system Name DID name set in the system BLF BLF group name that inter works with the DID Use of the Queue List The Queue list is used for the operator program of the call center Currently the list is not supported DID Inter Working BLF Group Settings Click the BLF column of the DID to set the DID inter working BLF group Then a combo box that allows the user to select a BLF group appears as shown in the figure below Click of the combo box to select a BLF group NOTE Table of Contents 27 BLF Busy Lamp Field Window The lt BLF gt window shows that the device is being used Also this window displays the status of the office users who use the OfficeServ system or iDCS 500 system The OfficeServ Operator users can create the desired BLF group by using the device information received from the system The users can set an environment for use by changing the names displayed in each device The BLF device is displayed in the format of a card list or number Icons are displayed at the left of phone numbers depending on device status If the device of the selected BLF group is more than 100 the device will be displayed only in the format
47. he extension number will be displayed in Note of the lt Held Calls gt window NOTE Table of Contents 72 Executing the Target Hold Function by using the key Enter the target extension number and press the key to execute the Target Hold function Executing the Target Hold Function by Drag and Drop Enter the target extension number and drag the call from the lt Active Calls gt window and drop the call on the lt Held Calls gt window to execute the Target Hold function Executing the Target Hold function with a Note If the Target Hold function is executed while a note is saved in Note of the lt Active Calls gt window the target extension number and contents of the note will be displayed in Note of the lt Held Calls gt window The note will also be saved in the call log database and can be verified through the Log Viewer When a recall time is set If the call connected to the target station is not disconnected until the held call recall time set in the system elapses the held call will be automatically recalled to the OfficeServ Operator It is recommended that the held recall time of the system be lengthened to efficiently use the Target Hold function Orbit Park If a station is connected to an external call the call can be saved in one of the keys from 0 to 9 and can reconnected later Holding Calls Saving a Call by using the Call Control Button S
48. he figure below shows the calls connected to the OfficeServ Operator in sequence The columns displayed in the lt Incoming Calls gt window are described below Column Description CID Caller Identification Phone number and name of the caller DID Phone number and name of a call connected to the DID Duration Elapsed time since call connection Details Other information Display of Columns in Each Window The columns displayed in each window can be set in Tools Options Columns Active Calls Window Once the calls displayed in the lt Incoming Calls gt window are answered or outgoing calls are connected the connected calls except for forwarded calls or calls on hold are displayed in the lt Active Calls gt window as shown below The lt Active Calls gt window imports the customer information stored in the customer database and displays the name company title and representative phone number of the caller and the information and three phone numbers of the recently called party The user can take notes of calls in Note and view the notes for calls from the data on calls on hold or log view NOTE Table of Contents 21 The columns displayed in the lt Active Calls gt window are described below Column Description CID Phone number and name of the caller DID Phone number and name of a call connected to the DID State Call status Duration Elapsed time since call connection Details Other informatio
49. ile Follow the steps below to export phone book data to an Excel file 1 Select the Import Export Excel Files from the Tools in the main window of the OfficeServ Operator to see the Excel Import Export Wizard window 2 Select the PBook mdb from the phone book files and click the Import button 3 Select the table name to export and click the Next gt button If the user wants to export all the tables select all tables 4 Select an Excel file where the selected phone book will be stored When the user wants to create an Excel file click the New button When the user wants to store the phone book into the existing Excel file click the Browse button Select the selected phonebook table and click the Next gt button Table of Contents 93 5 When the dialog box below prompts the user to confirm the selection click the Finish button 6 Once the import of the Excel data is successfully completed the message below is displayed Table of Contents 94 ABBREVIATION B BLF Busy Lamp Field C CBK Call Back CD Compact Disk CID Caller Identification CLIP Calling Line Identification Presentation CPU Central Processor Unit CRL Clear Ring Plan CTI Computer Telephony Interface D DB Database DID Direct Inward Dialing DND Do Not Disturb DS Direct Station DT Direct Trunk M MMC Man Machine Command MSG Message O ODBC Open Database Connectivity R REC Record RP Ring Plan
50. indow when the call transfer is attempted Press the key to cancel the call transfer Canceling Call Transfer by using the Popup Menu The extension number of the caller and the extension number of the final recipient are displayed in lt Active Calls gt window when the call transfer is attempted Right click a device and then select the Drop menu to cancel the call transfer Blind Transfer by using the Enter Key The extension number of the caller and the extension number of the final recipient are displayed in lt Active Calls gt window when the call transfer is attempted Press the Enter key to complete the call transfer Blind Transfer by using the Popup Menu The extension number of the caller and the extension number of the final recipient are displayed in lt Active Calls gt window when the call transfer is attempted Right click a device and then select the Complete Transfer menu to complete the call transfer Blind Transfer by Drag and Drop Drag a call from the lt Active Calls gt window and drop the call on the target device displayed on the lt BLF gt window Troubleshooting when call transfer fails If the recipient is absent or does not answer the transferred call the call will be returned to the operator In such cases a Reconnected message is displayed as detail information Consultation Transfer This menu is used to transfer calls under the consent of the recipient When the recipient answers the c
51. isplayed in the lt Held Calls gt window The columns displayed in the lt Held Calls gt window are described below Column Description CID Phone number and name of the caller DID Phone number and name connected to the DID Duration Elapsed time since call hold Note Notes on call hold Call Button Window This window displays the input field for the destination number and call buttons required to control calls in the OfficeServ Operator Press a number of the keyboard without putting the mouse cursor on Destination to see the number entered in the Destination Table of Contents 25 The call buttons are described below Button Description Dial Answer Drop Hold Unhold Transfer Toggle Station Park Orbit Park Conference Page Camp On Transfer to Voice Mail Call Recording with Voice Mail Callback Leave Message Redirect Off Hook Voice Announcement OHVA Complete Transfer Redial Reestablish DID Window The lt DID gt window imports and displays the DID information set in the OfficeServ system or iDCS 500 system Only the selected DID is displayed in the DID columns of lt Incoming Calls gt window lt Active Calls gt window and lt Held Calls gt window Other calls are forwarded to the DID call forwarding number not being serviced set in the options Also the DID information exists in the DID column of the lt Active Calls gt window If a BLF
52. it parking or transfering the user can repeat the last action Pressing the Insert Key to Hold a Reconnected Call on Hold Again When a call on hold is reconnected and Hold Recall is displayed at the Details field of the lt Active Calls gt window Press the Insert key to hold the reconnected call If a call on hold is reconnected the lt Active Calls gt window will be displayed as shown below Table of Contents 79 Pressing the Insert Key to Hold the Targeted Reconnected Call on Hold Again When a targeted call on hold is reconnected and Hold Recall extension number is displayed at the Details field of the lt Active Calls gt window Press the Insert key to do a target hold Pressing the Insert Key to do an Orbit Park the Reconnected Call on Orbit Park Again When a call on orbit park is reconnected and Park Recall Zone number is displayed at the Details field of the lt Active Calls gt window Press the Insert key to do an orbit park Pressing the Insert Key to Transfer a Transferred Reconnected Call Again When a transferred call is reconnected and Xfer Recall extension number is displayed at the Details field of the lt Active Calls gt window Press the Insert key to transfer the reconnected call Table of Contents 80 ANNEX A Retrieving the Call Log This chapter describes the procedures for retrieving the call log in the OfficeServ Operator Log Viewer Start Select the
53. l For detailed information about the drag and drop refer to the sections about drag and drop call processing in this manual Call Processing by Call Status Calls are displayed in the lt Incoming Calls gt window lt Active Calls gt window and lt Held Calls gt window depending on call status Caller information such as a caller ID is displayed in each window Particularly in the lt Active Calls gt window the caller information stored in the database is also displayed Real time Display of Station Status The station status registered with Busy Lamp Field BLF is displayed in the format of icons in real time so that the user can easily check station status such as busy dialing and Do Not Disturb DND Table of Contents 6 Display of the OfficeServ System Information Direct Inward Dialing DID Calling Line Identification Presentation CLIP station groups speed dial numbers and the Direct Trunk Direct Station DT DS button information of an operator station which are set in the OfficeServ system are displayed The DID information is displayed in the DID list The station groups speed dial numbers and DT DS information are displayed in the BLF list Online Support and Message Exchange The lt Information gt window of the OfficeServ Operator gives the user useful information to help the user acquire knowledge of the OfficeServ Operator application The OfficeServ Operator allows the user to exchange messages with another
54. lects customer information to be displayed Call Control Sets options for the call control Blocked CIDs Sets blocked CIDs Urgent VIP CIDs Sets an urgent or VIP CID Color Sets the color for the title bar of the sub window Advanced Set a password to prevent common users from changing the option settings Function Key Sets the function keys for call control Table of Contents 45 General This tab enables the user to set general option values of the OfficeServ Operator Parameters of the General tab are described below Parameter Description Extension Passcode Enter the passcode of the extension phone default 1234 OfficeServ Link IP Addr Enter the IP address of the OfficeServ Link connected to the OfficeServ system OfficeServ Link Port Enter the port number of the OfficeServ Link default 6000 Calls with out of Service DID Redirect to Enter the number of the station to which incoming calls connected to the unselected DID number are transferred If this value is not entered the incoming calls above will be connected to the OfficeServ Operator On Unavail Redirect to Enter the extension number to which incoming calls are transferred when the OfficeServ Operator is not available Or Double click AVAIL UNAVAIL from the status bar to select an extension number Blocked Calls Redirect to Enter the extension number to which blocked calls are transferred If Automatic Drop is selec
55. lick a BLF device that is being connected and can be picked up and click or double click Pick Up NOTE Table of Contents 39 Transfer Complete Transfer Select and right click a BLF device and click or double click Transfer Complete Transfer during being connected Setting Releasing Do Not Disturb DND Select and right click a station device the user wants to set or release DND and click DND Setting Call Forwarding Unconditional Enter the called number by using the keyboard to set call forwarding unconditional Table of Contents 40 Right click on the station device for call forwarding unconditional and select All Call Forward Releasing Call Forwarding Unconditional Select and right click on the station device where call forwarding unconditional has been set and select All Call Forward Table of Contents 41 Icons for Status Display Device status is displayed at the left of the BLF device numbers Icon Description Blank Idle Status Busy Out of Service In conference Off Hook or Ringback Disconnected Do Not Disturb On hold Station lock A phone is ringing Shows that all forwarding has been set Outgoing speed dial number created from the database Speed dial number set by the user Speed dial number set in the operator station and system Unknown status Status Bar When a variety of station functions supported by the OfficeServ system or iDC
56. ll Tools Allows the user to use message functions through the OfficeServ Link or create a phone book by using an Excel file retrieve the call log or set the options of the OfficeServ Operator View Displays the status of calls in the lt Active Calls gt window lt Incoming Calls gt window lt Held Calls gt window lt Information gt window or Status Line Help Displays Help for using the OfficeServ Operator application and version information of the OfficeServ Operator Each Window of the OfficeServ Operator Main Window The main window of the OfficeServ Operator consists of the lt Information gt window lt Incoming Calls gt window lt Active Calls gt window lt Held Calls gt window lt Call Button gt window lt DID gt window lt BLF gt Window and Status Line Starting the OfficeServ Operator Follow the steps below to start the OfficeServ Operator 1 Double click the OfficeServ Operator shortcut icon on the desktop where the OfficeServ Operator is installed or select Start Programs P OfficeServ Operator to see the initialization screen below Table of Contents 16 When running the OfficeServ Operator for the first time after setting up the OfficeServ Operator the window that allows the user to set a station number during initialization appears as shown below 2 Select an extension number to be used from the OfficeServ Operator and click OK Initialization Process The initialization process mea
57. n Caller Information Information about the caller Recently Forwarded To Recently forwarded phone number up to 3 Using the caller information and recently forwarded phone number To use the caller information and recently forwarded phone number select Contact Info of Active Calls from the Columns tab of Options Modifying the Caller Information Right click on the lt Active Calls gt window and select Save Contact to save or modify and save the caller information Only if the lt Active Calls gt window is in a conversation phase and information exists in Name and Tel No the Save Contact menu will be enabled NOTE Table of Contents 22 Saving New Customer Information To save new customer information enter an extension number or external phone number in Tel No Select the Save Contact menu to see the window below Select the table to save and click OK Create a new table Select the checkbox of New enter the table name and click OK to save the information in the table Separator of the Phone Number When entering an external phone number all of the country code area code phone number e g 82 31 1234567 must be entered Separate the country code from the area code by using When entering a number of less than four digits without the number is saved in Extension Number An external phone number is saved in Business Phone If the saved number is the same as the
58. n the user presses the F2 F3 or F4 key Inbound Background color for external inbound calls displayed on the lt Incoming Calls gt window and the lt Held Calls gt window Choose trunk call colors Outbound Background color for outbound calls displayed on the lt Incoming Calls gt window and the lt Held Calls gt window DND Locked Color indicating that BLF station is set to DND Locked Forward All Color indicating that all BLF stations are set to Locked Ringing Color indicating that the BLF device is set to Ringing On Held Color indicating that the BLF device is set to On Hold Choose the BLF Status colors Busy Color indicating that the BLF device is set to Busy Click gt gt on the right side of each color to change the color setting Table of Contents 55 Category Parameter Description External Connection Color indicating that the BLF device is set to External Connected Common Restore Initial Color Sets to default color Advanced This tab enables the user to set a password that inhibits common users from changing the current options Parameters of the Advanced tab are described below Parameter Description Limit Option Setting If this check box is checked users must enter a password into a window that appears by selecting Options from the Tools menu to open the lt Option Setting gt window The lt Option Setting gt window appears
59. ns that the OfficeServ Operator downloads the data required to operate the OfficeServ Operator from the OfficeServ system or iDCS 500 system through the OfficeServ Link It takes 1 to 5 minutes to download the data depending on the capacity of the system circuits Main Window Once the initialization ends the lt OfficeServ Operator gt main window is displayed as shown below NOTE Information Window Active Calls window Incoming Calls window Call Button window DID window Busy Lamp Field Held Calls window Status Line Table of Contents 17 Each window of the lt OfficeServ Operator gt main window is described below Window Function Information Helps the OfficeServ Operator users learn the OfficeServ Operator by giving the users necessary useful information Also displays the messages received from other station subscribers Incoming Calls Displays the calls connected to the OfficeServ Operator in sequence Active Calls Displays a call connected to the operator Also displays the customer name company title phone number and the information on the recent called party from the stored customer database The user can take notes of calls on hold or calls Held Calls Displays the calls on hold in sequence The lt Held Calls gt window displays the saved restored calls Call Button This window includes the call control button required to operate the OfficeServ Operator and the input field
60. nts for stable system operation NOTE Indicates additional information as a reference References iDCS 500 OfficeServ General Description Guide The OfficeServ 500 iDCS 500 General Description Guide describes the main functions of the systems product descriptions cabinet configuration board description iDCS 500 OfficeServ Installation Manual The OfficeServ 500 iDCS 500 Installation Manual describes system hardware and installation method iDCS 500 OfficeServ Programming Manual The OfficeServ 500 iDCS 500 Programming Manual describes MMC list and how to set MMC OfficeServ Link User Guide The OfficeServ Link User Guide describes the functions of the OfficeServ Link and method of installing or using the OfficeServ Link Table of Contents 3 CHAPTER 1 Introduction to the OfficeServ Operator OfficeServ Operator The OfficeServ Operator is a Windows based operators console for the Samsung iDCS range of products It provides a complete call control facility for operators and reception staff within the company and provides an easy to use and intuitive interface for handling calls Multiple operators can be installed in a single node enterprise and individual operators can manage the whole telephone system or individual work groups if required The key features are as follows Configurable Busy Lamp Fields which can show the whole company or individual departments or workgroups Clear indication of incoming calls active c
61. of a list or number The BLF device in the format of a card displays the status of absent messages or voice messages and notes The device can be searched based on phone number name or note The BLF device in the format of a list displays the device status phone numbers and names The devices for the OfficeServ Operator consist of multiple groups is displayed at the left of the BLF group created by default Group Description Total Station Entire system station Total Trunk Entire system C O line DTDS DT DS button set in the operator station Speed Speed dial button set in the operator station Station Group Number Name Station group selected optionally from the station groups of the system The user can add or modify a BLF group or device Table of Contents 28 Searching a BLF Group The user can search a BLF group based on phone number name or note When pressing F5 of the keyboard the Find text field next to lt Note gt is focused in the window Enter the phone number name or note of the BLF the user wants to search and click the Find button or Enter key to search the BLF Searching by Phone Number Press F5 of the keyboard and enter 0 to 9 Then a phone number will be automatically selected and a BLF device starting with the number will be searched and displayed The method of searching the 201 device is described below Enter 2 Then a phone number is automatically selected
62. oing BLF gt window is displayed as shown below Click the OK button to register the outgoing BLF group with the Business name to the BLF group window The outgoing group is automatically displayed with the prefixed to the group name Table of Contents 60 CHAPTER 5 Call Control This chapter describes the procedures for using the general functions and additional functions of the system through the call control buttons mouse keyboard and popup menu The progress of a call is displayed accordingly on the lt Incoming Calls gt window lt Active Calls gt window or lt Held Calls gt window OfficeServ Operator users can control calls by using call control buttons or the Call menu General Functions This section describes the procedures for executing general functions such as lt Dial gt lt Answer gt lt Drop gt lt Hold gt lt Transfer gt lt Park gt and lt Conference Call gt from the lt Incoming Calls gt window lt Active Calls gt window or lt Held Calls gt window Additional Functions This section describes the procedures for executing additional functions such as lt Hold with a Note gt lt Target Hold gt lt Orbit Park gt lt Leave Message gt lt Camp On gt and lt OHVA gt The call control buttons and Call menu are described below Button Call Menu Description Dial Makes a call Answer Answers an incoming call Drop Disconnects the current call Hold Holds a call
63. p Press the Alt key and drag a call from the lt Active Calls gt window and drop the call on an available station in the lt BLF gt window Attempt Cancel a Conference This menu enables multiple users to join a conference call Attempting a Conference Call by using the Call Control Button Enter a number to add to the conference call and press the Conference button The window below shows that a conference call is being attempted to Station 204 while making a call to Station 701 If the recipient answers the conference call the lt Active Calls gt window will be displayed as shown below Canceling a Conference Call through the Call Control Button Click the Drop button before the recipient answers the call Canceling a Conference Call through the Key before Press the key before the recipient answers the call Table of Contents 69 Attempting a Conference Call using the Call Control Button Press the Conference button after the recipient answers the call to start a conference call Once the conference call is connected the lt Active Calls gt window is displayed as shown below Add Remove Participants or Leave a Conference Call This section describes the procedures for adding and removing participants of a conference call and leaving the conference call The OfficeServ system supports up to five participants for a conference Adding Participants Participants can be added during a conferen
64. r within the time period Table of Contents 88 ANNEX B Importing Exporting Excel Files This Annex describes the procedures for importing the entered phone number data in an Excel file into the phone book of the OfficeServ Operator or for exporting the phone book of the OfficeServ Operator to an Excel file Importing Excel Files The OfficeServ Operator allows the user to import the phone number data in an Excel file format into a phone book of the OfficeServ Operator Exporting Excel Files The OfficeServ Operator allows the user to export the phone book data of the OfficeServ Operator to an Excel file Importing Data in an Excel File Format Into a Phone Book Follow the steps below to import data in an Excel file format into a phone book of the OfficeServ Operator 1 Select the Import Export Excel Files from the Tools in the main window of the OfficeServ Operator to see the lt Excel Import Export Wizard gt window 2 Select the Pbook mdb file from phonebook files and click the Import button If the window below is displayed click the No button if the imported telephone numbers do not follow the format below to correct the Excel file If the imported telephone numbers follow the format click Yes Table of Contents 89 3 In the window below click the Index button to select the Excel file to import Click the Next gt button 4 Select the worksheet to import from the window below and click the Ne
65. reason why a call was held when the user answers and handles the held calls NOTE NOTE Table of Contents 71 Holding a Call with a Note by Using the Call Control Button Enter a note in the Note column of the lt Active Calls gt window and click Hold button to display the content of the note in the lt Held Calls gt window as shown below Holding a Call with a Note by Using the Key Enter a note in Note of the lt Active Calls gt window and press F3 and The call will be held with the note Holding a Call with a Note by Drag and Drop Enter a note in Note of the lt Active Calls gt window Drag the call from the lt Active Calls gt window and drop the call on the lt Held Calls gt window to hold the call with the note Target Hold Transfer Reservation If the user wishes to transfer a call to a busy station the user can reserve the transfer by setting the other station as the target When the target station turns idle the held call is automatically transferred to the target station Target Hold function of the OfficeServ Operator This is one of the main functions of the OfficeServ Operator This function enables the user to hold a call monitor the state of the target station answer the held call and transfer the call at the same time Executing the Target Hold Function by using the Call Control Button Enter the target extension number and click the Hold button T
66. select the display format Parameters of the Display tab are described below Category Parameter Description Display messages Determines the number of messages to be displayed which are received from the OfficeServ Operator or the OfficeServ Call Information Window Display help appropriate for the situation Determines whether to display instructions for effectively using the OfficeServ Operator DID DID Queue Selects information to be displayed on the DID Queue list Queue should be selected for using the OfficeServ Operator as the operator agent of the call center Table of Contents 49 Category Parameter Description Card View List View Number Only Determines the display type for the BLF window Hide Total Station Group Does not display the Total Station group on the lt Busy Lamp Field gt window Busy Lamp Field Hide Total Trunk Group Does not display the Total Trunk group on the lt Busy Lamp Field gt window Toolbar This submenu enables the user to select the Call Control buttons to be used in the lt OfficeServ Operator gt main window Seven call control buttons Dial Answer Drop Hold Retrieve a held call Transfer and Park are initially selected by default After selecting target call control buttons click the OK button Click the Discard Change button to return to the original settings or click the
67. sing Ctrl in the BLF group The user can select a device list only from the list view NOTE Table of Contents 33 Drag and drop the selected device on a new BLF group Group 3 by using the mouse Then the selected device will be added to the group Device Management Adding a Device Right click on the BLF group and click New Device to add a system device to the BLF group Select a device to be added from Number in the window below and fill out Name and Note Table of Contents 34 Click OK to add the newly created device to the BLF group Adding a Speed Dial Number Right click on the BLF group and select New Speed Dial to add a number including a C O line connection number e g mobile phone external phone to a speed dial number Enter a speed dial number to be added in Number in the window below and fill out Name and Note If the user wants to dial an external phone number enter the C O line connection number first Click OK to add the newly created device to the BLF group Table of Contents 35 Modifying the Device Select and right click the BLF device to be modified Then select Edit Lamp Modify Name and Note in the window below and click OK Deleting the Device Select and right click the BLF device to be deleted Then select Delete Lamp Table of Contents 36 Once the window that prompts the user to delete the device appears click Yes to delete the selec
68. t window 2 Enter the start time and end time for retrieving logs Click Run to see the search results within the time period 3 Click the scroll button to see a specific calling list Also the user may view the list by maximizing the window The window below shows the maximized lt Total Log Viewer gt window Table of Contents 84 4 Sort out the calling list by column by clicking the headers of the list to retrieve the call log The window below shows the example of sorting out the list by the phone number column Retrieving Inbound Calls Logs Follow the steps below to retrieve inbound calls logs 1 Select the Inbound Calls Log menu from the Run to see the lt Inbound Calls Log gt window Table of Contents 85 2 Enter the start time and end time for retrieving logs Click Run to see the search results within the time period Retrieving Outbound Calls Logs Follow the steps below to retrieve outbound calls logs 1 Select the Outbound Calls Log menu from the Run to see the lt Outbound Calls Log gt window 2 Enter the start time and end time for retrieving logs Click Run to see the search results within the time period Retrieving Trunk Calls Logs Follow the steps below to retrieve trunk calls logs 1 Select the Trunk Calls Log menu from the Run to see the lt Trunk Calls Log gt window 2 Enter the start time and end time for retrieving logs Click Run to see the search results
69. ted a blocked call is transferred to the entered extension number and is dropped automatically In this case a virtual port of the system can be conveniently used Default Page Zone Enter a value for the default page zone If a user makes a page without designating a zone while the default page zone is not set the page will be made to Zone 0 Table of Contents 46 Parameter Description EasySet URL Enter the URL address where EasySet is running Recommendations when Automatic Drop is selected If Automatic Drop is selected while an extension number is set for transferring blocked calls all incoming calls to the extension number will be dropped and making a call from the extension number will be limited Thus It is recommended that a virtual port be used when Automatic Drop is set Key Telephone This tab enables the user to select information to be retrieved from the switch whenever the user starts the OfficeServ Operator Parameters of the Key Telephone tab are described below Parameter Description Station Setup Retrieves information such as DND or Lock set in the station of the OfficeServ system or iDCS 500 system DND Do Not Disturb Forward Automatic Transfer Lock Station Lock DT DS Buttons on the Operator Extension Retrieves information on the DT DS button set in the operator s phone DID Groups Retrieves the DID group information of the OfficeServ system or iDCS 500
70. ted device Device View Type The device view types in the BLF area include Card View List View and Number View Right click on the BLF area and select the desired view type from View to select a device view type Sorting out Devices The BLF devices are sorted in the sequence of number or name Right click on the BLF area and select the desired sorting method number or name from the Arrange Lamps By menu to change the device sorting method Table of Contents 37 Refreshing the Device Right click on the BLF area and select Refresh to change the status of the BLF device to new data Selecting the Refresh Menu Select a BLF device from the lt BLF gt window and Refresh to import and display the status of the selected device Select Refresh without selecting a device to import and display the status of all the devices included in the current group Adjusting Device Size The user can adjust the size of the BLF device in Card View When putting the mouse cursor to the corner of the first device as shown below the arrow that allows the user to adjust device size appears Drag the arrow to change the device to the desired size Then drop the mouse NOTE Table of Contents 38 Applying Device Size The changed device size is applied to other BLF groups the same Calling Functions Dialing Select and right click a device to dial and select or double click Dial Pickup Select and right c
71. the PC where the program will be installed and operating system processor and memory of the PC For detailed information about the system requirements refer to System Requirements of CHAPTER 1 Introduction to the OfficeServ Operator Installation Using the installation CD included in the OfficeServ Operator package or obtaining the OfficeServ Operator program from the reseller run OfficeServOperator exe and install the program Table of Contents 8 Procedures for Installing the OfficeServ Operator Follow the steps below to set up the OfficeServ Operator 1 Double click the execution file of OfficeServ Operator installation CD or downloaded OfficeServOperator exe to see the installation screen below 2 Click Next gt 3 Read the Software License Agreement from the window below carefully and click Yes Table of Contents 9 4 Select the destination folder for the OfficeServ Operator installation and click Next gt By default the folder for the program installation is C Samsung Electronics OfficeServ Operator If the user wants to install the program in another folder click Browse to select a folder 5 Enter the name of the program folder e g OfficeServ Operator in the window below and click Next gt Table of Contents 10 6 Once the window below appears click Edit to modify the information about phone numbers or modem options The window that displays phone numb
72. v Operator 8 Remote Access Services 13 Checking the Services 13 CHAPTER 3 Description of the OfficeServ Operato 15 Starting the OfficeServ Operator 15 Main Window 16 Menus 18 Information Window 19 Incoming Calls Window 20 Active Calls Window 20 Modifying the Caller Information
73. xt gt button When selecting a worksheet some data of the worksheet are displayed Table of Contents 90 5 Select the range of the Excel Sheet to import and click the Next gt button If the whole worksheet is required to import select Whole If the partial worksheet is required to import select Partial Then set the range The window below shows the range of a selected worksheet ranging from the 1st line of the A column to the 10th line of the K column 6 In the window below select a column of the phone book to import Select an item in the Phonebook Field and in the Excel Column and click the button Check the selected items in the list at the center of the dialog box Either Name or Company must be selected After selecting items to import click the Next gt button Table of Contents 91 7 In the window below select the phone book table where the imported data will be stored and click the Next gt button When the user wants to store the data in a new table check the New Table and enter the name of the new table When the user wants to store the data in the existing table check the Existing Table and select one from the list 8 When the dialog box below prompts the user to confirm the selection click the Finish button 9 Once the import of the Excel data is successfully completed the message below is displayed Table of Contents 92 Exporting Phone Book Data to an Excel F

OfficeServ Operator User Manual

Contents

Download Pdf Manuals

Related Search

Related Contents