Samsung Telephone System

Samsung OfficeServ Applications

 

 

OfficeServ EasySet

Easyset is a ‘browser’ based application that presents the user with a graphical represe

Samsung OfficeServ EasySet is password protected, to ensure privacy and security; OfficeServ EasySet replaces complex programming codes with simple ‘point and click’ operation to allow the user to set up primary extension features on a Digital Telephone or IP Phone.

By facilitating ongoing telephone extension management through a user-friendly web browser, Samsung OfficeServ EasySet provides the opportunity for users to learn more about the capabilities of the system and improve the way your Samsung solutions works for them.

Samsung OfficeServ Easyset empowers the Samsung system user, removing the burden from the IT manager thus allowing them to spend time on more appropriate activities.

The main benefits of OfficeServ Easyset are:

• Replaces those complex programming codes with a simple to use ‘browser based’ GUI.
• Allows users to get the most out of their Samsung OfficeServ Telephone.
• Removes burden from System administrato.

Samsung SoftPhone

The Samsung OfficeServ SoftPhone makes communicating easier for anyone who travels or regularly works away from the office. The Samsung OfficeServ SoftPhone is a software application that works on your PC, Laptop or PDA that gives you a full system phone connected to the OfficeServ system back in your office. It works in the same way as a physical IP phone, and can be used at any location that has connectivity to the Internet.

Benefits that make a difference

The Samsung OfficeServ SoftPhone can provide numerous benefits to your organisation including:

• A better connected more integrated mobile workforce.
• The cost benefits of avoiding expensive hotel phone connection and mobile charges.
• The security of knowing that you have not compromised your IP network to get cheaper calls

OfficeServ Call

Samsung OfficeServ Call provides users simple access to the functionality of their Samsung Phone directly from their PC. Integration with Microsoft Outlook enables calls to be dialled direct from the contacts folder and details of incoming callers to be automatically presented. This allows individuals or multiple users to take control of their call activity at the click of a mouse.

With intuitive "point and click" operation each user is able to control their telephone settings. A range of incoming and outgoing call information is displayed and logged on screen and enables details to be entered against specific calls via a notes facility.

Ideal within customer service, professional services, sales, informal and formal call centres Samsung OfficeServ call makes managing and handling your phone as simple as possible by

• Simplifying frequent used features with an intuitive and user-friendly interfac.
• Sharing phonebooks across your network, improving productivity and management.
• Recording your own call activity, allowing you to review and trace the history of those important calls.
• Re-routing your calls at pre-set time. Ideal for the user who wants to stay in contact when they are in or out of the office.
• Make calls directly from Outlook contact folders, giving fast and easy telephone access to clients and colleague.
• Screen popping. Automatically presenting incoming callers details as each call is delivered.
• Highlighting the status of other users within the Busy Lamp Field.
• Handling calls efficiently with ‘drag and drop’ control.

OfficeServ Operator

Samsung OfficeServ Operator is fully integrated with your Samsung OfficeServ system enabling an advanced level of features and functionality that ensure incoming and internal calls can be more effectively managed to their final destination.

With up to five operators able to function simultaneously, Samsung OfficeServ Operator can meet the demand of varying call levels and staff availability. This offers greater flexibility amongst your staff, for example -with a receptionist acting as the main operator, but with a colleague acting as overflow operator by simply activating OfficeServ Operator at their normal desk during busy periods. For businesses with multiple locations OfficeServ Operator can be used as the focal answering point. The strength of the Samsung OfficeServ networking capabilities coupled with Samsung OfficeServ Operator allows businesses to improve efficiency by centralizing resources over their voice or data network.

Operator Benefits include

• Busy lamp field indication - to quickly view the status of each extension Phone on the system
• Extension information - displaying the forwards and diverts of every user on the system
• Departmental queues - organises call traffic more efficiently and distributes calls to other operators
• Information view - context sensitive prompts for the novice user
• Straight to mailbox -transfers callers directly to a recipients voice mailbox, instead of hanging on the line
• Conference call set up - initiated by the operator in an instant
• Notes facility - add reminders of the name, company or purpose of a call on hold
• Recently forwarded destination - intelligently remembers the last 3 numbers the caller has been transferred to.

Samsung Call Management Solution

All businesses face the challenge of finding the right technology to help improve their efficiency and increase productivity.

Utilising the existing intelligence within your chosen Samsung Solution, your business can be re-assured that the addition of the Samsung CMS will allow you to maximise your investment in staff, communications and IT resources. Samsung CMS delivers 95% of the features required for an advanced enterprise call centre at a fraction of the cost, ensuring efficiency and control to your organisation.

Samsung CMS delivers a range of software-based applications that create real business benefits. Providing real-time, accurate data and analysis on system, department and user call activity your business is able to make informed decisions on resource allocation to:

• Create greater staff efficiency
• Identify opportunities for cost reduction
• Deliver more effective services to customers, and
• Maximise the return on your existing and future IT investments.

Samsung CMS is available in 4 distinct software packages, allowing you to select the most appropriate and cost-effective solution to meet your individual requirements:

CMS Lite – provides a competitive call logging solution with advanced features such as System statistics reports delivered via e-mail. Exploiting historical data to identify core trends in call traffic and resource usage CMS Lite is an extremely effective entry-level application for single site, single user working.

CMS Lite ACD – takes your solution one step further byintroducing enhanced functionality for informal call centre environments. Utilising your Samsung Officeserv system’s ACD data*, Samsung CMS presents ACD Group statistics and Traffic reports in graphical format and in real-time on PC wallboards.  Your business will benefit from a greater depth of analysis on staff and departmental resources enabling you to identify important trends in your call flow. CMS Lite ACD is designed for single site, single user solutions.

CMS Professional – enables individual and multi-user management with a comprehensive suite of features and functionality and the ability to create bespoke reports to meet your specific business needs. With the addition of applications including Call Centre Agent, ACD Group Wallboard* and ACD Group Monitor* that provide real-time statistics CMS Professional is the ideal solution for more structured call centre environments. This software can be run as a client-server for multi users. Multi-site information can be gathered centrally using IP connectivity or using the optional hardware based solution.

CMS Professional Multi-Site - the ability to effectively manage multiple sites is often not catered for in call management software, the Samsung CMS Professional Multi-Site is specifically designed for this complex application. Furthermore it has been specifically designed to make the installation and operation as intuitive as possible, thus making the installation as simple as possible in the same manner as the rest of the Samsung CMS range. Multi Site reporting can be a complex area requiring much care in how reporting is presented. The Samsung CMS Multi-Site, through a series of guided questions in the installation wizard, will take the complexity and stress out of the installation process. The management reports produced from the Samsung CMS Multi-Site provide cross-site reporting so that departments that may be distributed across several sites can be accounted for from one location.

Samsung CMS VR - Call Recording

Samsung CMS VR is a stand alone or plugin module for our Samsung CMS range of products including Lite, Lite ACD and Professional.

Samsung CMS VR can record your ISDN30, ISDN2 or Analogue trunks CMS VR has been in development for the past 12 months, and is now ready to give you a cutting edge when proposing any PBX solution to a customer whose business may benefit from or indeed demand an extensively featured call recording package, which is competitively priced.

Samsung CMS VR is an addition to the Samsung CMS family of call management solutions, therefore providing a complete management and call recording solution run and managed from a single work station or server.

Samsung CMS VR is an integral part of the Samsung CMS hence making storing, finding, playback and archiving of calls just a click away from a single PC.

Samsung CMS VR – unique selling points:

• Any currently installed Samsung CMS package can be easily upgraded to Samsung CMS VR
• Storage and playback is protected using encryption
• Recordings can easily be e-mailed from the playback screens
• Multiple and extensive search criteria to find a call
• A call is recorded all the way through its route – so if a caller is put on hold, transferred or in a queue, the callers speech is till being recorded, so you have a complete record of verbal transactions
• It’s a “plug in” for the Samsung CMS and call centre software
• Easily scalable and cost effective, from just a few users to many hundreds
• Ability to “role back the clock” – newly added users can have access to historical records.
• Industry best stereo playback – to enable easy recognition of caller and employee
• In-built archiving functionality
• Recordings can be exported as WAV files
• Samsung CMS VR can report on expected hard disk usage, to manage archiving requirements

Who needs to record calls?

• Legal firms
• Call centres
• Insurance companies
• Public agencies
• Health centres/doctors surgeries
• Any FSA regulated company is legally bound to record calls

Why record calls?

• Resolving “who said what” disputes
• Telesales and marketing training
• Confirming quantities and specifications of an order
• Staff protection from abuse
• Litigation purposes, can be used in a UK court
• Monitoring staff performance
• Monitoring customer care

Is it legal?

Businesses and other organisations ARE permitted to record their customers' calls, with certain conditions.
Where organisations do feel it necessary to record or monitor calls - for whatever reasons - the rules under which they do so have been set by the Privacy of Messages condition of two major telecoms class licenses: The Self-Provision (SPL) and Telecommunication Services (TSL) licenses.

The most fundamental requirement of this condition has been that every reasonable effort is made to inform all parties to a telephone conversation that it may or will be recorded.

Ofcom has explained the SPL and TSL condition in an explanatory guide. We have extracted the following:

1.       You should make every reasonable effort to inform all parties to a call that it may or will be recorded, silently monitored or intruded into. It is up to you how you do this and that acceptable options, depending on circumstances, might include:
–           Warning tones
–           Pre-recorded messages
–           Spoken warnings by the operator
–           Written warnings included in publicity material, telephone directories, contracts etc.

2.     It may not always be possible to warn first time callers with whom you have had no previous contact but what is important is that you have a systematic procedure in place, which provides the necessary information where this is a realistic possibility. 

3.     Ofcom also suggest following on a ruling from the European Court of Human Rights that staff are told of a phone that they can call from which will not be recorded.