Instruction/ maintenance manual of the product OfficeServ Samsung
Go to page of 100
Every effort has been made to eliminate err ors and amb iguities i n the information contained in this gui de. Any questions concerning information pr esented here should be directe d to SAMSUNG TELECOMMUNICA TIONS AMERICA, 1301 E. Lookout Dr . Richardson, TX.
Samsung T elecommunications Publication Information SAMSUNG TELECOMMUNICA TIONS AMERICA reserves the right without prior notice to revise information in this publication for any reason.
TABLE OF CONTENTS INTRODUCTION 1 Introduct ion .......................................................................................................................................... 1 Document Content and Organi zation ............................
DID Inter-Wo rking BLF Group Se ttings ........................................................................................... .. 24 BLF (Busy Lamp Field) W indow ....................................................................................
Unhold ......................................................................................................................... ...................... 62 T r ansfer .....................................................................................
ANNEX B. Importing/Exporting Excel Files 86 Importing Data in an Excel File Format Into a Phone Book ...................................................................... .... 86 Exporting Phone Book Dat a to an Excel File ...........................
1 INTRODUCTION Introduction This manual describes the functions of the Of fice Serv Operator , that include installati on, service settings, and opera tions. Document Content and Organization This document consist s of five chapters and two annexes as follows: CHAPTER 1.
2 ANNEX B. Importing/Exporting Excel Files This chapter describes y Method of importing Excel dat a into a phone book. y Method of exporting phone book d ata into an Excel file. Conventions The following special p aragraphs are used i n this document to point out information that mu st be read.
3 CHAPTER 1. Introduction to the OfficeServ Operator OfficeServ Op erator The OfficeSe rv Operator is a Windows bas ed operator con sole for the Samsung iDCS 100/500 R2 product s .
4 Overview Introduction to the OfficeServ Operator The OfficeS erv Operator is a PC-based cons ol e, which is a telephony application that interfaces with the iDCS 100/ 500 R2 systems. On ce the operator re ceives a request for call operation from the iDCS system the operator connect s or transfers the call using the OfficeServ Operator .
5 System Requirements The PC where the OfficeS erv Operator will be installed should me et the requirement s below: Category Specifica tions Operating System Windows 2000 Series(Profession al, Server , and Advanced Server), Windows XP Professional Processor(CPU) Pentium 4 / 1.
6 Display of the OfficeServ System Information Direct Inward Dialing (DID), Calling Li ne Identification Present ation(CL IP), station gro ups, speed dial numbe rs, and the Direct T runk/Di rect S tation (DT/DS) button inf ormation of an operator st ation, which are set in the Of ficeServ system, are displayed.
7 CHAPTER 2. OfficeServ Operator Installation Preparations Before Installation Preparations before inst alling the Offi ceServ Operator are descr ibed below : OfficeServ Licensing T o operate the Of ficeServ Operator , an availabl e license should be registered to Of ficeServ Link.
8 Procedures for Installing the OfficeS erv Operator Follow the step s below to set up the Of ficeServ Operator: 1 Double-click the executio n file of OfficeServ Operator inst allation CD, or downloaded OfficeServO perator .exe to see the install ation screen below: 2 C lick [Next>].
9 4 Select the destination folder for the Of fice Serv Operator installation, and click [Next>]. By default, the folder for the program installa tion is ‘C:..Samsung ElectronicsOfficeServ Operator ’. If the user wants to install the program in another folder , click [Browse.
10 6 Once the window below appear s, cli ck [Edit...] to modify the informati on about phone numbers or modem options: The window that displays phone numbers and modem options depends on the user’s operating system. 7 Once the window below appears, fill out each field and click [OK].
11 Parameter Description General Allows the user to select the coun try that is using the Of ficeServ Operator . Area Code Rules Allows the user to enter an area code except for ‘0’. The user must enter the numbers set in the iDCS 100/500 R2 system.
12 9 Click [Finish] from the wi ndow below to terminate the OfficeServ Operato r setup. Once the Offi ceServ Operator setup is com plet ed, a shortcut icon for the Of ficeServ Operator is created on the desktop of the PC.
13 CHAPTER 3. OfficeServ Operator Description This chapter describes the menu s and windows of Of ficeServ Operator . OfficeSe rv Operator Menus The OfficeSe rv Operator menus include File, Call, T ools, View , and Help. y File: Allows the user to start or exit the Of ficeServ Operator application.
14 Operator , the window that allows the use r to set a station nu mber during initialization appears as shown below: 2 Select an extension number to be used from the Of ficeServ Operator and click [OK].
15 Each window of the <Of ficeServ Operat or> main win dow is described bel ow: Window Function Information Helps the Of ficeServ Operator users learn the Of ficeServ Operator by giving the users necessary useful information. Also, displays the messages received from other st ation subscribers.
16 Menus The menus of the Of ficeServ Operator are described below: Main Menu Submenu Description Rest art Resta rts the Of ficeServ Operator . File Exit T erminates the Of ficeServ Operator . Dial~Page Controls calls. De-allocate the disconnected calls on the operator line Deletes all the disconnect ed calls from the operator lines.
17 Main Menu Submenu Description Refresh Active View Refreshes and displays the st at us of calls displayed in the <Active Calls> win dow . Refresh Incoming Vie w Refreshes and displays the st at us of calls displayed in the <Incoming Calls> window .
18 Incoming Calls Window The figure below shows the calls con nected to the OfficeServ Ope rator in sequence. The columns displayed in the <Incom i ng Calls> window are de scribed below: Column Description CID Caller Identification.
19 The columns displayed in the <A ctiv e Calls> window are described below: Column Description CID Phone number and name of the calle r DID Phone number and name of a call co nnected to the DID.
20 Saving New Customer Information T o save new customer information, enter an exten sion number or external phone number in [T el No.]. Select the [Save Contact] menu to see the window below: Select the table to save and click [OK]. Create a new t able.
21 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 numbe r . Using the Recently Forwarded Number T o use the recently forwarded num be r , the caller information must be displayed.
22 Held Calls Window When an active call is on hold, the call will be displayed in the <Held Calls> window . The columns displayed in the <Held Call s> window are describe d below: Column .
23 The call buttons are described bel ow: Button Description Dial Answer Drop Hold Unhold , T ransfer , T oggle S tation Park Orbit Park Confer ence Page Camp On T r ansfer to V oice Mail , Call Recor.
24 The columns are descri bed below: Column Description T el DID number set in the system Name DID name set in t he system BLF BLF group name that inter-works with the DID Use of the Queue List The Queue list is used fo r the operator program of the call cente r .
25 BLF (Busy Lamp Field) Window The <BLF> window sho ws that the device is being us ed. Also, this window displays the statu s of the office users wh o use t he iDCS system. Offi ceServ Op erator users can create the desired BLF group by usi ng the device informat ion received from the system.
26 Searching a BLF Group The user can search a BLF group based on phone numbe r , name, or note. When pressing [F5] of the keyboard, the [Find] text field next to <Note> is focused in the win dow . Enter the phone number , name, or note of the BLF the user want s to search a nd click the [Find] button or [Enter] key to search the BLF .
27 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.
28 Click the [Find] button or [Enter] key . Then, the window fo cus moves to the BLF device with a name of ‘Rob Wylie’. ‘202’, which is the phon e numbe r of ‘Rob Wylie’, is entered in the destination field of the call button window . If multiple search destinations exist, use arrow keys.
29 Deleting the BLF Group Select a BLF group to be deleted from the lis t box of the <BLF> window and right-click on the group to select the [Delete] menu. Once the window that prompt s the user to del ete the group appears, click [Y es] to delete the selected BLF group.
30 Enter the name to be changed once in put 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 <BLF > window and select [Refresh] to ch ange the list of the BLF group to the recent dat a.
31 Drag and drop the selected device o n a new BL F group (Group 3) by using the mou se. The selected device will be added to the group. Device Management Adding a Device Right-click on the BLF grou p and click [New De vice] to add a system device to the BLF group.
32 Click [OK] to add the newly created dev ice to the BLF group. Adding a Speed Dial Number Right-click on the BLF group and sel ect [New S peed Dial] to add a number including a C.O.line connection number (e.g. mobile phon e, external phone) to a speed dial numbe r .
33 Modifying the Device Select and right-click the BLF device to be modified. Then, select [Edit Lamp]. Modify [Name] and [Note] in t he window below and click [OK]. Deleting the Device Select and right-click the BLF device to be deleted. Then, select [Delete Lamp].
34 Once the window that prompt s the user to delet e the device app ears, click [Y es] to delete the selected device. Device View Type The device view types in the BLF area include Ca rd Vi ew , List View , and Number View . Right-click on the BLF are a and select the desire d view type from [View] to select a d evice view type.
35 Refreshing the Device Right-click on the BLF area and select [Refresh] to change the st atus of the BLF device to new data. Selecting the Refresh Menu Select a BLF device from the <BLF > window and [Refresh] to import and display the status of the selected devi ce.
36 Applying Dev ice Size The changed device size is applied to other BLF grou ps the same. Calling Functions Dialing Select and right-click a devi ce to dial and select or double-cli ck [Dial]. Pickup Select and right-click a BLF device that is being connected and can be picked up and click or double-click [ Pick Up].
37 Transfer/Complete Transfer Select and right-click a BLF device and click or double-click T ransfer/Compl ete T ransfer during being connected. Setting/Releasing Do Not Disturb (DND) Select and right-click a st ation device the user wants t o set or release DND and click [DND].
38 Right-click on the st ation device for call forwar ding unconditional and select [All Call Forward]. Releasing Call Forwarding Unconditional Select and right-click on the station de vice where call forwarding uncon ditional has been set and select [All Call Forward].
39 Icons for Status Display Device status is displ ayed at the left of the BLF device numb ers. Icon Description Blank Idle S tatus Busy Out of Service In conference Off-Ho ok or Ringback Disconnected.
40 Stat u s Description CBK(X) Number (X) of callba ck that has been set. MSG(X) Number (X) of the messag es left in the user’s station. VM(X) Number (X) of the voice messages saved in the user ’ s voice mailbox. DND ON/OF F Shows whether the st ati on of the operator is in a DND st ate or not.
41 CHAPTER 4. OfficeServ Operator Settings This chapter describes the procedures for setti ng various options throug h the Of ficeServ Operator . Changing T elephone Line This section describes the procedures for changi ng the telephone lines of the OfficeServ Operator .
42 Option Settings Select [Options] from the [T ools] menu to set va rious options for using the Of ficeServ Operator . The [Options] window is co mposed of many tabs a s described below: Ta b Description General Sets general option values . Key T elephone Selects the in formation to be received from the Of ficeServ system.
43 General This tab ena bles the user to set general option values of the Of ficeServ Operator . Parameters of the [General] t ab are described below: Parameter Description Extension Passcode Enter the passcode of the extension phone.(default : 1234) OfficeServ Link IP Addr .
44 Parameter Description EasySet URL Enter the URL address of the Easyset Server Recommendations when ‘Automatic Drop’ is selected If ‘Automatic Drop’ is selecte d while an extension number is.
45 Parameter Description S tation S peed Dials Retrieves the spe ed dial information set in the operator’s phone. Reflect the configuration changes of the switch in real time except DT/DS buttons an.
46 Category Parameter Description S tate S tatus of the call Active Calls Contact Info. Displays the CID and the number most recently transferred Note Call-related notes entere d by the operator Held Calls Orbit Park Displays the [Orbit Park] button Display This tab enables the user to select the display format.
47 Category Parameter Description Hide ‘T otal S tation’ Group Does not display the ‘T ot al S tation’ group on the <Busy Lamp Field> windo w . Hide ‘T otal T runk’ Group Does not display the ‘T otal T runk’ group on the <Busy Lamp Field> windo w .
48 Station Group This tab enables the user to select a station gr oup from the station groups set in the iDCS system. Then the selected station group will be displayed on the BLF group list of the OfficeServ Operator . After selectin g a station group to be di splayed in the BLF group list, click the [OK] button.
49 Parameters of the [Cont act Information] tab are de scribed below: Parameter Description Internal Inbound Calls If an intercom call arrives, the system retrieves the CID dat a from the DB. External Inbound Calls If an external call arrives, the system retrieves the CID dat a from the DB.
50 Parameter Description Do not allow to answer other calls when a call exist s Any newly incoming calls will be rejected when the user is busy . Blocked CIDs This tab en ables the user to blo ck undesired calls.
51 Urgent/VIP CIDs This tab ena bles the user to set an urgent or important call. Since calls from the phon e numbers registered to the Urgent/VIP CIDs list are displayed red on the Incoming Calls window , the calls can be easily recognized.
52 Color This tab ena bles the user to change the colo r of the title bar and the color of trunk calls and the colors for BLF statu ses on the <Incoming Call s> window and, <Active Call s> window and <Held Calls> window . Select a basic col or or click [Def ine Custom Colo rs>>] to select a d esired colo r and click [OK].
53 Category Parameter Description External Connectio n Color indicating that the BLF devic e is set to ‘External Connected’ Common Restore Initial Color Sets to default color . Advanced This tab enables the u ser to set a password that inhibit s common users from chan ging the current options.
54 Function Key This tab ena bles the user to set the function ke ys from [F7] to [F12], which are used for call control. Click a function key . After assignin g a function to the selected key , press the selected key to execute the assigned function.
55 Message Handling This function enables the user to exchange m ess ages with another Of ficeServ Operator user or with other Of ficeServ applications, such as the Of ficeServ Call, which support s message functions.
56 If the user is logged in to the OfficeServ Link, the <Send Message> window will be displayed as shown below: If the user is not logged in to the Of ficeServ Link, the user can automatically login to the Of ficeServ Link by selecting the [Send Message] menu.
57 Select the table to be adde d, and click the [Run] button. If a valid external outbound call information exists in the sele cted table, the <Outgoing BLF> window is displayed as shown belo w: Click the [OK] button to register the outgoing BLF group with the ‘^Business’ name to the BLF group window .
58 CHAPTER 5. Call Control This chapter describes the procedure s for using the general functions and ad ditional functions of the system through the call control but tons, mouse, keyboard, and popup men u.
59 Button Call Menu Description Leave Message Leaves a message in a busy/unanswer ed station Redirect T ransfers a call without answering the incoming call OHV A Urgent notification Complete T ransfer.
60 Dialing a Call by using the Popup Menu Select and right-click a devi ce from the <BLF > window . And then select the [Dial] menu. Entering Numbers and S pecial Characters from a Key board The.
61 Answering a Call b y using the Call Control Button Select a call to answer , and click the [Answer] button ( ). Answering a Call b y 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 <I ncomin g Calls> window to answer the call.
62 Selecting the Call on the T op of the <Active Calls> Windo w Press the [F3] key to select the fi rst call on the list of the <Active Calls> window . Press the [F4] key to select the first call on the list of the <Held Calls> window .
63 Answering a Held Call b y using the Call Control Button Select 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 [E nter] key to answer the held call.
64 Canceling Call T ransfer by using the [-] Key The extension number of the call er and the extension number of the final recipient are displayed in <Active Calls> window wh en the call transfer is attempted. Press the [-] key to cancel the call transfer .
65 The operator can toggle a call between a ‘Connecte d’ station and a st ation ‘On Transfer ’, o r complete the call transfer . T oggling a Call by using the Call Control Button Once the [T ransfer] button changes to the [T oggle] button, press the [T oggle] button ( ).
66 Parking a Call on an Av ailable St ation through Drag-and-Drop Press the [Alt] key and drag a call from the <A ctiv e Calls> window , and drop the call on an available stati on in the <BLF> window . Attempt/Cancel a Conference This menu enables multiple users to join a conference call.
67 Attempting a Conference Call using th e Call Control Button Press the [Conference] button after th e recipient answers the call to st art a conference call.
68 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 Zon e Enter a target zone a nd click the [Page] button ( ). When not using a headset A user who does not use a headset must lif t the handset before p aging.
69 Holding a Call with a Note by Using the Call Control B utton Enter a note in the [Note] colu mn of the <Active Calls> wind o w , and click [Hold] button ( ) to display the content of the note.
70 Executing the ‘T arget Hold’ Function by using the [/] key . Enter the target extension numbe r and press the [/] key to execute the ‘T arget Hold’ func tion.
71 Saving a Call by using the [T ab] Key Press [F4] to open the <Held Calls> window , and pr ess the [T ab] key to select number 0. Then, the number 0 button will be displayed blue.
72 Reanswering a Call by using the [T ab] Key Press [F4] to open the <Held Calls> window , press the [T ab] key to select the t arget number displayed in yellow , and press the [Enter] key to reanswe r the call saved in the selected number . Reanswering a Call by using the [Enter] Ke y Press [F4] to open the <Held Calls> window .
73 Leave Message If the target st ation is busy or does not answer , the caller can leave a message. Leaving a Message by using the Call Control Button After dialing the st ation, click the [Message] button ( ) to leave a message.
74 OHVA When the user makes or transfers a cal l to a bus y st ation, the user can set the ‘OHV A ’ function. Setting the ‘OHV A ’ Function by using the Call Control Button When making or transfe rring a call to a busy station, click the [OHV A] button ( ) to set the ‘OHV A ’ function.
75 Transfer to a Voice Mailbox If a call is connected or transferred to a busy or unanswered sta tion, the user can transfer the call to the voice mailbox of the recipient. Enter the extension number of the reci pient, and click the [T ransfer to a V oice Mailbox] button ( ).
76 Pickup If the connected st ation does not answer the call, another Of ficeServ Operator user can pick up the call. Call Pickup by Double Clicking Double-click the station that will pick up a call from the <BLF> win dow .
77 Pressing the [Insert] Key to Hold the T argeted Reconnected Call on Hold Again When a t argeted call on hold is recon nected and ‘Hold Re call: extension number’ is displayed at the [Details] field of the <A ctive Calls> window , Press the [Insert] key to do a target hold.
78 ANNEX A. Retrieving the Call Log This chap ter describ es the proc edures for retr ieving the call log in the Of ficeServ Operator . Log Vi ewer St art Select the [Log Vie w er] menu from the [T ools] menu of the Of ficeServ Operator , and execute the Log Vie wer to retrieve the call log.
79 Log Viewer Menus The OfficeSe rv Operator allows the user to st ore the logs of both incoming an d outgoing calls in the databa se. The <Run> men u consists of subm enus as shown below: Category Description S tatistics Displays simple statistical data.
80 T ypically , all logs are displayed in a descending order . When clicking a column heade r in a specific row of each log screen, the logs ar e sorted in an ascending or descending order . Retrieving Logs Retrieving Statistical Logs Follow the step s below to retrieve statistical logs.
81 Retrieving All Logs Follows the step s below to retrieve all logs. 1 Select the [T otal Log] menu from the [Run] to se e the <T otal Log> window . 2 Enter the start time and end time for retrievi ng logs. Click [Run] to see the search result s within the time period.
82 4 Sort out the calling list by column b y clicking the headers of th e list to retrieve the call log. The window belo w shows the example of sort ing out the list by the phone n umber column. Retrieving Inbound Calls Logs Follow the step s below to retrieve inbound calls logs.
83 2 Enter the start time and end time for retri eving logs. Click [Run] to see the search result s within the time period. Retrieving Outbound Calls Logs Follow the step s below to retrieve outbound calls logs. 1 Select the [Outbound Calls Log] menu from the [Run] to see the <Outbound Calls Lo g> window .
84 Retrieving Station Calls Logs Follow the step s below to retrieve st ation calls logs. 1 Select the [S tation Calls Log] menu from the [Run] to see the <S tation Calls Log > window . 2 Enter the start time and end time for retrievi ng logs. Click [Run] to see the search result s within the time period.
85 Retrieving CID Logs Follow the step s below to retrieve CID logs. 1 Select the [CID Log] menu from the [Run] to see the <CID Log> window . 2 Enter the start time and end time for retrieving lo gs and DID No./Name. 3 Click [Run] to see the log retrieval result s for the DID No.
86 ANNEX B. Importing/Exporting Excel Files This Annex describes the procedures for impo rt ing phone number dat a in an Excel file into the OfficeServ O perator phone book, or fo r exporting the phone book to an Excel file.
87 3 In the window below , click the [Index] button to select the Excel file to import. Click the [Next>] button. 4 Select the worksheet to import from the wi ndow below , and click the [Next>] button. When selecting a worksheet, some dat a of the worksheet are displ ayed.
88 5 Select the range of the Excel Sheet to im port, and click the [Next>] button. If the whole worksheet is required to i mport, select [Whol e]. If the partial worksheet is required t o import, select [Partial].
89 7 In the window below , select the phone book table where th e imported dat a will be stored, and click the [Next>] button. Whe n the user want s to store the dat a in a new t able, check the New T able, and ente r the name of the new tabl e.
90 Exporting Phone Book Data to an Excel File Follow the step s below to export phone book dat a to an Excel file. 1 Select the [Import/Export Excel Files] from the [T ools] in the main wind ow of the OfficeServ Operator to se e the [Excel Import/Export Wizard] window .
91 5 When the dialog box belo w prompts the user to confirm the sele ction, click the [Finish] button. 6 Once the import of the Excel data is succ essfully completed, the me ssage below is displayed: .
92 ABBREVIATION B BLF Busy Lamp Field C CBK Call Back CD Comp act Disk CID Caller Identification CLIP Calling Line Identif ication Presentation CPU Central Processor Unit CRL Clear (Ring Plan) CTI Com.
93 Software License Agreement & Limited Warranty For OfficeServ CTI Applications for iDCS Keyphone Series IMPORTANT, READ CAREFULLY This Samsung End-User License A greement (EULA) is a legal bindi.
94 h. T ermination: Wit hout prejudice to any other righ ts, Sa msung may terminate this agreement if you fail to comply with the terms a nd condition of this agreement. In such event, you must destroy all copies of the SOFTWARE and all of its component parts.
An important point after buying a device Samsung OfficeServ (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Samsung OfficeServ yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Samsung OfficeServ - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Samsung OfficeServ you will learn all the available features of the product, as well as information on its operation. The information that you get Samsung OfficeServ will certainly help you make a decision on the purchase.
If you already are a holder of Samsung OfficeServ, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Samsung OfficeServ.
However, one of the most important roles played by the user manual is to help in solving problems with Samsung OfficeServ. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Samsung OfficeServ along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
