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ISDN

ISDN is the most cost-effective way of connecting your telephone system to the outside world. The Samsung range supports both Basic Rate and Primary

Rate ISDN, allowing you to reap the functionality and cost benefits that ISDN delivers:

Enhanced quality - immediate, high-quality connections give you better customer communications
Direct Dial In (DDI) - allowing your callers to dial direct to extensions without going via reception, saving valuable time!
Future-proof technology
Video and data networking - the high speed capacity of ISDN connections enables efficient video conferencing and cost-effective inter-office data transfer, ideal for e-mail and Internet access.
Reduced Call Costs

ISDN internal extensions provide the flexibility you need to connect multiple ISDN terminals and consolidate your ISDN data and voice service needs without losing your Indial advantages. For businesses with data networks the S-Bus adds flexibility and security by providing a back up to existing networks plus a dial up capability from remote sites.

INDIAL

With Direct Indial, every extension or department can be allocated a unique telephone number for callers to bypass reception and dial direct.

Indial numbers can be set up to ring at different destinations for day or night service.

And because Direct Indial tracks and records the source of incoming calls, your company can monitor the effectiveness of your advertising by using different numbers in your print or television commercials for example.

Samsung have developed the Indial facility beyond the basics found on other systems to add further power to this convenient and popular feature.

Does your receptionist get overloaded, do your staffs complain that they are not getting their messages or the messages are inaccurate? Do you have a target regarding how many rings you will allow your customers to wait before they are answered, but are not sure whether you are achieving target? Does your staff 'on the road' also tie up your reception? These are common issues with most small to medium businesses.

Now you don't have to worry.

The Samsung OfficeServ auto attendant feature can answer multiple calls simultaneously, providing different greetings for different departments. External callers are prompted by the auto attendant to enter their choice of destination for direct connection to the correct person, without the need for a receptionist to handle the call. If no extension number is dialed within a specified time, the call is automatically connected to a receptionist, or another specified extension. This is an ideal solution for busy or out-of-hours periods.

Automated Attendant features are:

Multiple Call Handling
Multiple Greetings
Delayed Answer
Automatic Night Mode
Remote Greeting Change

AUTOMATIC CALL DISTRIBUTION

The Samsung Automatic Call Distribution (ACD) feature provides small and medium size businesses additional powerful and flexible call handling options previously only available on larger and more expensive systems.

ACD is especially useful where you have a large number of incoming calls that need to be managed.

ACD is an advanced feature, which provides sophisticated call handling to optimise caller service. This functionality is ideal for those departments, which operate as a call centre - such as accounts department, sales desk or response centre.

Calls can be distributed intelligently - using first in first out (FIFO) rules - to the first available agent within the group. This can be minimise the length of time before a call is answered and ensure you keep an even flow of call traffic to all members of a group. If no extensions are free, the call can be held in queue, while automated messages reassure them of prompt attention as soon as the next call handler becomes available.

Samsung systems can support up to 20 groups - each with a maximum of 48 agents, allowing calls to be recorded when necessary and giving agents time to complete administration before accepting the next call.

The OfficeServ can also provide incoming call statistics for a group or extension via the LCD of a display handset, giving supervisors a simple snap-shot of call traffic and activity to evaluate the performance of groups and agents for example:

Calls in queue
Waiting time
Agent Status
Average queuing time
Total incoming calls received

In addition the OfficeServ can also be configured to operate within up to six time zones so that callers receive an appropriate response and are then routed to the correct destination depending on the time of day, week or year they call.

Key features of the ACD include:

Automatic logout - of a group member where a call has not been answered within a specified time, ensuring calls do not go unanswered.
Call Statistics - are available to the supervisor at the group level and at the group member level, in real time via handset display, printer or PC.
Group Supervisor/s - can be allocated to manage one or more group's performance.
Multiple Groups
Real time resource allocation - allows the group supervisor to log group members in and out of groups to cope with demand and maintain agreed service levels.
Wrap-up time - allows a group member time to finish important paperwork at the end of a call before taking the next call.

LEAST COST ROUTING

The Samsung Least Cost Routing feature provides your business with an automatic mechanism for saving money on your communication costs. LCR automatically selects the appropriate outside line for the number dialed by any of your staff members.

The comprehensive Samsung least cost routing functionality can choose from up to sixteen different call providers to ensure the cheapest route is chosen for each call your staff make.

You do not have to 'sign your telephone lines over' to one network provider but get to choose the best rates for each number dialed. You can have a different carrier for local, long distance and international calls and as your staff cannot override these selections, the right carrier is always chosen and call savings are guaranteed.

Automatic savings on communication costs
Automatically select the best carrier
Powerful and flexible
Digit analysis up to 10 digits
Time of day / day of week call routing
Number modification
LCR Class of Service

Samsung Call Management software is advanced call management software that easily integrates with all Samsung systems, providing historical and real-time reporting of call information.

Through detailed management reports, group and extension activity can be analysed to provide a thorough evaluation of call traffic, ensuring that you make the most of your communications resources throughout the day.

Now the Samsung Call Management solution adds more power to the Samsung systems - with point and click simplicity! The Samsung Call Management software has been designed to enhance the already powerful feature set of the Samsung system.

Answer Response Times

Optimise your staff's telephone time
Determine your best service provider
Allocate costs by division
Eliminate fraudulent usage
Monitor and optimise your network
Understand how you are servicing your customers
Hospitality industry functionality
Analyse your customer service performance

In today's competitive market place, it is imperative that you make a professional first impression. Every incoming call to your business should be answered quickly and efficiently, whether or not there is a member of staff available. That's why Samsung brings you a range of powerful call processing solutions to help make your organisation more efficient, improve customer service and save money.

The Samsung range of voicemail solutions provides advanced call processing features such as voicemail, auto attendant, fax messaging and unified messaging to make your business more efficient.

Samsung voicemail is simple to use and puts the user in control. At the touch of a button each user can, for example, record their own personal greeting; screen calls choosing to answer them; record and send messages to a group; and record personal reminders or even conversations.

Samsung voicemail also brings you the benefits of fax messaging - a powerful tool that allows you to store faxed documents for you to access when required, and even direct them anywhere in the world.

Unified Messaging gives you the ultimate desktop tools to manage call traffic and customise your messaging environment. Your staff can simply access and manage voice, email and fax messages all from their PC, using great features like, forwarding voicemail messages, with additional text, via email and viewing fax attachments on-screen.

Samsung Digitally Integrated Voicemail Range


	SVM-400	SVMi-4	SVMi-8e	SVMi-16e
Number of Ports	2 or 4 ports	2 or 4 ports	4 or 8 ports	8, 12 or 16 ports

Message Storage Time	2 hours	5 hours	195 hours	195 hours

Number of User Mailboxes	16 or 32	25 or 50	1,000	10,000*

For use with Samsung System	DX408/DX816 DCS12/DCS24	OfficeServ 100	OfficeServ 100 OfficeServ 500	OfficeServ 500

Connection	External Unit	Integrated "in skin" card	Integrated "in skin" card	Integrated "in skin" card

* Depending on number & length of personal greeting

DECT (Digitally Enhanced Cordless Telephony) takes office telephony into new areas, giving your staff complete freedom to move around the office, while still being able to make and take calls. Samsung DECT handsets provide an array of sophisticated features, so that staff can stay in touch and manage their calls from anywhere in the building.

DECT can be a real problem solver for companies with staff who need mobile communications at work.

If your company has a large site or multiple buildings, or if your sales, warehouse or service staff carry mobile phones or pagers whilst at work, then DECT can improve their working efficiency and reduce the ongoing communication costs of your organisation.
A series of radio base stations around your workplace plus a lightweight portable handset gives mobile employees the ability to make and receive calls wherever they are on the premises.

Samsung DECT 8000 handset integrates into your existing Samsung OfficeServ system to provide an advanced range of features you would expect from a desktop phone. Up to 48 handsets can be registered and configured per system so that staff can stay in touch and manage their calls from anywhere in the building.

The internet is transforming the way we all operate, opening up a whole world of information and opportunities. The OfficeServ is at the forefront of this communications revolution, creating more effective applications with converged Internet Protocol (IP) technologies and reducing the ongoing costs of call traffic between linked sites.

Voice over IP (VoIP) vastly reduces communication costs by encoding your telephone and fax calls into Internet Protocol then routing them in the same way that data is sent - utilising spare bandwidth on existing data links or low cost business grade DSL services.

However, OfficeServ IP solutions can offer much more than purely cost benefits. Using IP protocols including H.323, G711 and SIP, the OfficeServ builds applications that share and can utilise the full functionality offered by the system whether it is an individual handset or an entity separate office, creating one central solution that reaches every user.

With the ability to easily connect individual and groups to the OfficeServ through any data connection in any location OfficeServ makes home, branch and multi-site working a simple reality.

Samsung, a leading developer of VoIP technology has developed this feature using open international standards that ensure DCS Gateway VoIP is compatible with equipment located at other sites

The Samsung SMG (Samsung Media Gateway) products are ideal for those companies that are looking to explore the benefits of VoIP without upgrading their existing legacy systems.

For Multi-site environments, the OfficeServ uses Samsung Proprietary IP Networking which enables up to 50 OfficeServ systems to be networked across multiple locations over data connections (WAN) to create a high level of feature transparency.

Using multi-site networking, incoming calls can be routed between sites, for example a branch network across a region or territory. This enhances the customer service provided to incoming callers, with their calls being forwarded seamlessly to the nearest office and managed appropriately on the CLI and DDI information.

Samsung networking also allows all users to benefit from the cost effective sharing of selected features across the network. They can access centralised functionality - from simple call forwarding and transfers to advanced features such as centralised operator services, voice mail, automated attendant and ACD across connected sites.