Instruction/ maintenance manual of the product OfficeServ Samsung
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Every effort has been made to eliminate err ors and ambiguities i n the information contained in this guide. Any questions concerning information presented here should be directed 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 rea son.
TABLE OF CONTENTS INTRODUCTION 1 Introduction ................................................................................................................... ....................... 1 Document Content and Organization .............................
DID Inter-Worki ng BLF Group Settings ........................................................................................... .. 24 BLF (Busy Lamp Field) W indow .....................................................................................
Unhold ......................................................................................................................... ...................... 62 T ransfer ......................................................................................
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 ficeServ Operator , that include installation, service settings, and operations. Document Content and Organization This document consists of five chapt ers and two annexes as follows: CHAPTER 1.
2 ANNEX B. Importing/Exporting Excel Files This chapter describes y Method of importing Excel data into a ph one book. y Method of exporting phone book d ata into an Excel file. Conventions The following special paragraphs are used i n this document to point out information that must be read.
3 CHAPTER 1. Introduction to the OfficeServ Operator OfficeServ Operator The OfficeSe rv Operator is a Windows based operator console for the Samsung iDCS 100/500 R2 products. It provides a complete call control facility for operators and reception st aff within the company , and provides an easy to use and intuitive interface for handling calls.
4 Overview Introduction to the OfficeServ Operator The OfficeS erv Operator is a PC-based console, which is a telephony application that interfaces with the iDCS 1 00/500 R2 systems. On ce the operator re ceives a request for call operation from the iDCS system the operato r 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 requirements below: Category Specifications Operating System Windows 2000 Series(Profession al, Server , and Advanced Server), Windows XP Professi onal Processor(CPU) Pentium 4 / 1.
6 Display of the OfficeServ System Information Direct Inward Dialing (DID), Calling Line Identification Present ation(CLIP), station group s, speed dial numbers, a nd the Direct T runk/Direct S tation (DT/DS) button information of an operator st ation, which are set in the Of ficeServ system, are displa yed.
7 CHAPTER 2. OfficeServ Operator Installation Preparations Before Installation Preparations before inst alling the OfficeServ Operator are described below: OfficeServ Licensing T o operate the Of ficeServ Operator , an available license should be registered to Of ficeServ Link.
8 Procedures for Installing the OfficeServ Operator Follow the steps below to set up the Of ficeServ Operator: 1 Double-click the execution file of Of ficeServ Operator installation CD, or d ownloaded OfficeServOp erator .exe to see the installation screen belo w: 2 C lick [Next>].
9 4 Select the destination folder for the Of ficeServ Operator install ation, and click [Next>]. By default, the folder for the program installa tion is ‘C:..Samsung ElectronicsOf ficeServ Operator ’. If the user wants to install the program in another folder , click [Browse.
10 6 Once the window below appear s, click [Edit...] to modify the information about phone numbers or modem options: The window that displays phone numbe rs 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 country that is using the OfficeServ 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 window below to te rminate the Of ficeServ Operator setup. Once the Offi ceServ Operator setup is com pleted, 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 menus and windows of Of ficeServ Operator . OfficeServ Operator Menus The OfficeServ Operator menus include File, Call, T ools, V iew , and Help. y File: Allows the user to start or exit the OfficeServ Operator application.
14 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].
15 Each window of the <Of ficeServ Operator> main window i s described below: 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 Restart s 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 disconnected calls from the operator lines.
17 Main Menu Submenu Description Refresh Active View Refreshes and displays the st atus of calls displayed in the <Active Calls> window . Refresh Incoming Vie w Refreshes and displays the st atus of calls displayed in the <Incoming Calls> window .
18 Incoming Calls Window The figure below shows the calls connected to the Of ficeServ Operator in sequence. The columns displayed in the <Incomi ng Calls> window are describ ed below: Column Description CID Caller Identification.
19 G The columns displayed in the <Active Calls> windo w 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 DI.
20 Saving New Customer Information T o save new customer information, enter an extension number or external phone number in [T el No.]. Select the [Save Cont act] menu to see the window below: G Select the table to save and click [OK]. Create a new t able.
21 Select a number of the list of the recently forwarded numb ers and click the [T] button at the right of the window to forward a call to the number . Using the Recently Forwarded Number T o use the recently forwarded num ber , 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 described b elow: Column .
23 The call buttons are described bel ow: Button G Description G Dial Answer Drop Hold Unhold T ransfer , T o ggle S tation Park Orbit Park Conference Pa.
24 The columns are descri bed below: Column Description T el 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 .
25 BLF (Busy Lamp Field) Window The <BLF> window sho ws that the device is being us ed. Also, this window displays the st atus of the office users wh o use the iDCS system. OfficeServ Op erator users can create the desired BLF group by usi ng the device information 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 window . 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 clickin g 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 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.
29 Deleting the BLF Group Select a BLF group to be deleted from the list 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 delete the group appears, click [Y es] to delete the selected BLF group.
30 Enter the name to be changed once input is ac tive. 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 a nd select [Refresh] to change the list of the BLF group to the recent data.
31 Drag and drop the selected device o n a new BLF group (Group 3) by using the mouse. The selected device will be added to the group. G Device Management Adding a Device Right-click on the BLF group and click [New Device] to add a system device to the BLF group .
32 Click [OK] to add the newly created device 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 phone, external phone) to a speed dial number .
33 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].
34 Once the window that prompts the user to delete th e device appears, click [Y es] to delete the selected device. Device View Type The device view types in the BLF area includ e Card Vi ew , List View , and Number View . Right-click on the BLF are a and select the desired view type from [V iew] to select a device view type.
35 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 <BLF> window and [Refresh] to i mport and display the status of the selected devi ce.
36 Applying Dev ice 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-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/Complete T ransfer during being connected. Setting/Releasing Do Not Disturb (DND) Select and right-click a st ation device the user wa nts to set or release DND and click [DND].
38 Right-click on the st ation device for call forwarding unconditional and sel ect [All Call Forward]. Releasing Call Forwarding Unconditional Select and right-click on the station de vice where call forwarding unconditional has been set and select [All Call Forward].
39 Icons for Status Display Device status is displayed at the left of the BLF device numbers. Icon Description Blank Idle S tatus Busy Out of Service In conference Off-Ho ok or Ringback Disconnected D.
40 Stat u s Description CBK(X) Number (X) of callba ck that has been set. MSG(X) Number (X) of the messages lef t in the user ’s st ation. VM(X) Number (X) of the voice messages saved in the user ’s voice m ailbox. DND ON/OF F Shows whether the stati on of the operator is in a DND state or not .
41 CHAPTER 4. OfficeServ Operator Settings This chapter describes the procedu res for setting various options through the OfficeS erv Operator . Changing T elephone Line This section describes the procedures for changing 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 OfficeServ Operato r . The [Options] window is co mposed of many tabs as d escribed below: Ta b Description General Sets general option values. Key T elephone Selects the information to be received fro m the OfficeServ system.
43 General This tab enables the user to set general option values of the OfficeServ 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 selected whil e an extension number is.
45 Parameter Description S tation S peed 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.
46 Category Parameter Description S tate S tatus of the call Active Calls Contact Info. Displays the CID an d 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 select the display format.
47 Category Parameter Description Hide ‘T otal S tation’ Group Does not display the ‘T otal S tation’ group on the <Busy Lamp Field> windo w . Hide ‘T otal T runk’ Group Does not display the ‘T otal Trunk’ group on the <Busy Lamp Field> windo w .
48 Station Group This tab enables the user to select a station group from the station groups set in the iDCS system. Then the selected station group will be displ ayed on the BLF group list of the OfficeServ Operator . After selecting a st ation group to be displayed in the BLF group list, click the [OK] button.
49 Parameters of the [Cont act Information] tab are descri bed 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.
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 block u ndesired calls.
51 Urgent/VIP CIDs This tab ena bles the user to set an urgent or important call. Since calls from the phone 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 color of the title bar and the colo r of trunk calls and the colors for BLF statu ses on the <Incoming Calls> wind ow and, <Active Calls> window and <Held Calls> window . Select a basic color o r click [Define Custom Colors>>] to select a d esired color and cli ck [OK].
53 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 p assword that inhibits common users from changing the current options.
54 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.
55 Message Handling This function enables the user to ex change messages 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 OfficeServ Lin k by selecting the [Send Message] menu.
57 Select the table to be added, and click the [Run] button. If a valid external outbound call information exists in the selected t able, the <Outgoing BLF> 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 .
58 CHAPTER 5. Call Control This chapter describes the procedures for usi ng the general functions and additional functions of the system through the call control but tons, mouse, keyboard, and popup menu.
59 Button Call Menu Description Leave Message Leaves a message in a busy/unanswered 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 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 <Incoming 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 first 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 by using the Call Control Button Select a held call and click the [Unhol d] 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.
64 Canceling Call T ransfer by using the [-] Key The extension number of the caller and the extension num ber 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 ‘Connected’ station and a st ation ‘On T r ansfer ’, or complete the call transfer . T oggling a Call by using the Call Control Button Once the [T ransfer] button changes to t he [T oggle] button, press the [T oggle] button ( ).
66 Parking a Call on an Available S tation through Dra g-and-Drop Press the [Alt] key and drag a call from the <Activ 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 the Call Con trol 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 and cli ck the [Page] button ( ). When not using a headset A user who does not use a headse t must lift the handset before paging.
69 Holding a Call with a Note by Using the Call Control Button Enter a note in the [Note] column of the <Active Calls> windo w , and click [Hold] button ( ) to display the content of the note in.
70 Executing the ‘T arget Hold’ Function by using the [/] key . Enter the target extension number and press the [/] key to execute the ‘T arget Hold’ function.
71 Saving a Call by using the [T ab] Key Press [F4] to open the <Held Calls> window , and press 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 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 <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 busy 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 recipient, and click the [T ransfer to a V oice Mailbox] button ( ).
76 Pickup If the connected station 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> window .
77 Pressing the [Insert] Key to Hold the T argeted Reconnected Call on Hold Again When a t argeted call on hold is reconnected a nd ‘Hold Recall: extensio n number’ is displ ayed at the [Details] field of the <Active Calls> window , Press the [Insert] key to do a target hold.
78 ANNEX A. Retrieving the Call Log This chapter describes the proc edures for re tr ieving the call log in the OfficeServ Operator . Log Vi ewer St art Select the [Log Vie wer] menu from the [T ools] menu of the OfficeServ Operator , and execute the Log Viewer to retri eve the call log.
79 Log Viewer Menus The OfficeSe rv Operator allows the user to store the logs of both incoming and outgoin g calls in the database. The <Run> menu cons ists of submenus as shown below: Category Description S tatistics Displays simple statistical dat a.
80 T ypically , 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 descendi ng order . Retrieving Logs Retrieving Statistical Logs Follow the step s below to retrieve statistical logs.
81 Retrieving All Logs Follows the steps below to retrieve all logs. 1 Select the [T otal Log] menu from the [Run] to see the <T otal Log> window . 2 Enter the start time and end time for retrieving logs. Click [Run] to s ee the search results within the time period.
82 4 Sort out the calling list by column by clicking the head ers of the list to retrieve the call log. The window below sh ows the example of sorting out the list by the phone numb er column. Retrieving Inbound Calls Logs Follow the step s below to retrieve inbound call s logs.
83 2 Enter th e start time and end time for retrieving logs. Cli ck [Run] to see the search results 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 Log> window .
84 Retrieving Station Calls Logs Follow the step s below to retrieve statio n 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 retrieving logs. Click [Run] to see the search results 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 logs and DID No./Name. 3 Click [Run] to see the log retrieval results for the DID No.
86 ANNEX B. Importing/Exporting Excel Files This Annex describes the procedures fo r importing phone number dat a in an Excel file into the OfficeServ Operator phone book, or for 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 window below , and click the [Next>] button. When selecting a worksheet, some dat a of the worksheet are displayed.
88 5 Select the range of the Excel Sheet to import, and click the [Next>] button. If the whole worksheet is required to import, select [Whole]. If the p artial worksheet is required t o import, select [Partial].
89 7 In the window below , select the phone book table where th e imported data will be stored, and click the [Next>] button. When the user want s to store the data in a new table, check the New T able, and enter the name of the ne w 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 window of the OfficeServ Operator to see the [Excel Import/Export Wizard] window .
91 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 messag e below is displayed:.
92 ABBREVIATION B BLF Busy Lamp Field C CBK Call Back CD Comp act Disk CID Caller Identification CLIP Calling Line Identification Presentation CPU Central Processor Unit CRL Clear (Ring Plan) CTI Comp.
93 Software License Agreement & Limited Warranty For OfficeServ CTI Applications for iDCS Keyphone Series IMPORTANT, READ CAREFULLY This Samsung End-User License Agreem ent (EULA) is a legal bindi.
94 h. T ermination: Without prejudice to any other rights, 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
