OfficeServ EasySet - personal extension management made easy
Putting you in control
Every business needs to maximise the return on investment and utilisation of new
resources, and your new Samsung OfficeServ solution is no different. With an array of new
and enhanced features and functionality at your disposal it is imperative that each user is
able to control their own extension to meet their individual working patterns.
Samsung has made ongoing extension management as simple as possible by developing
OfficeServ EasySet – an intuitive browser interface that allows each user to take command of
their communications enhancing efficiency and productivity.
OfficeServ EasySet presents the user with a picture of their Samsung digital or IP handset on their PC screen. This shows an overview of the current extension settings and status of programmable feature access keys. 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 extension features, configure features keys and programme personal speed dials. In addition EasySet also provides access to frequently used functions via a single “click” on dedicated screen icons.
OfficeServ EasySet Main Features
Efficiency through simplicity
By facilitating ongoing extension management through a user-friendly internet
browser OfficeServ EasySet provides the opportunity for users to learn more about the
capabilities of the system and improve the way your Samsung solution works for them.
In addition OfficeServ EasySet also features enhanced personal management tools to
help improve each users overall productivity.
The Call Account option provides a recent call log, including destination, time of call and call duration, so that you can record and review inbound and outbound call activity. Whether you handle high levels of call traffic, using multiple system features or currently use your handset in a very simplistic way OfficeServ EasySet opens up new opportunities to increase personal efficiency and productivity from your communications.
OfficeServ EasySet also features it own In-built calendar function that allows you to build a schedule of activities for each day. The user is then sent a reminder via a ring tone and message alert on the LCD screen of their handset when each event occurs. Put simply, OfficeServ EasySet maxmises the value users and organisations can realise from the OfficeServ communication solution, while minimising the burden of managing individual extensions.
OfficeServ Easy Technical Requirements:
System: Samsung OfficeServ V2.13j or above
Architecture:
OfficeServ Easyset is a browser based application. A single dedicated PC runs the
OfficeServ Link and Easyset applications, with user access via Internet Explorer from
desktop PCs.
PC running OfficeServ Link and Easyset:
Handsets to meet every application
The Samsung handset range offers a wide variety of easy-to-use,
ergonomic terminals, suitable for use with Samsung
communications solutions.
Each handset is designed to maximise the benefits of the system and give each user the appropriate feature set and access levels for their needs, whether that is a simple telephone, headset, portable terminal or a fully featured handset with LCD display and programmable functions. Selected Samsung 5000 Series handsets are available in either digital or IP-enabled configuration, providing exactly the same features and functionality to the user whether they are connected as traditional keysets, as IP devices on the network infrastructure or remotely via external data connection, such as DSL.
Innovation on the desktop
By integrating Samsung’s state-of-the-art communications
technology into the 5000 Series handsets, your desktop can now
become a multi-functioning, converged workstation.
With the application of digital and IP technologies Samsung can truly
unite communications within any organisation across LANs, WANs
and the Internet with shared features and functionality and a
common look and feel to the terminal in every user’s hands.
Simple and stylish connections
Samsung 5000 Series display handsets feature a 48 character,
2 line scrollable LCD screen to display call and integral system
information with context sensitive keys to help users navigate
effortlessly through your chosen system’s features.
Display handsets also incorporate programmable, soft keys with
tri-coloured LED status indicators that can be used for speed dialing,
one-touch feature keys and traditional ‘lamp and key’ working.
Optional add-on modules can also be assigned to compatible
handsets to provide 64 additional soft keys.
Samsung also provides standard digital and analogue handsets that
are a cost-effective alternative for staff who do not require the use of
an LCD display, ensuring everyone has their own point of contact
and individual extension.
Freedom to Roam
Samsung Mobility Solutions can take your communications beyond
the confines of the office environment. Enabling users to take their
workstation wherever they want to go, Samsung offers your staff
complete freedom to work anywhere and
still be in total control of their voice and
data communications.
Samsung Mobility Solutions can vastly
improve working efficiency and reduce
ongoing communication costs, for
example in multi-site, warehousing and
hot-desking environments or where mobile
phones are regularly used in the office.
Samsung 5000 series handsets provide access to a host of features, depending on which handset you choose:
Context sensitive keys
The integral LCD display of Samsung 5000 series
handsets allows users to fully benefit from the
power of the system, using the context sensitive
keys. The text on the LCD display shows exactly
which functions are available, dependent upon
the status of the call you are currently handling.
For example if a call is on hold or being transferred
to another extension, the display shows the
options which are available. When making a call,
the system’s integral telephone directory also
allows you to scroll to the required name, and by
using the soft keys, automatically dial the number.
Add-on module
The 5000 series add-on module increases the capability of
compatible keyphones. The 64 additional buttons on each module
can be used as programmable, speed dial or feature keys, making it
an ideal solution for receptionists and call centre staff.
Coloured light indication
The tri-coloured LED lights allow you to track calls being made on the
system, both from your own handset and from others. Green
indicates your calls, red indicates other system calls, while amber
shows recalls.
Appointment reminder
Handsets programmed with an alarm key can be used to remind you
of meetings and appointments, with display phones also capable of
showing a programmed message when the alarm rings.
Directory dialling
Display handsets allow the user to view, store and dial frequently
used numbers, programmed into the system. These directories can
be shared between system users, or held within your own personal
phone book.
Redialling
Three types of redialling are available:
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Call forwarding
Handsets can be programmed so that if your extension is engaged or
you are not available, calls are forwarded to another destination,
either internal or external, including a mobile or home number.
Call pick up
Using the call pick up facility, it is possible to
programme the system so that users are able to
answer each other’s calls – ideal for open plan offices
or group working.
Headsets – hands free working
Samsung’s handset range is also compatible with industry standard
headsets, making them an ideal solution for receptionists or call
centre working.
On hook dialling
Calls can be made without lifting the handset, with the option of
using the keyphone’s integral microphone or the handset when the
call is answered.
Call waiting alert
Have you ever lost or forgotten an important call? Samsung handsets
can indicate with a ring tone and flashing LED that a call is waiting
when you are already on another call.
Daughter boards – easily add handsets, fax
machines or modems
If you want to add a fax machine, modem or an additional handset,
even a cordless phone, to an existing Samsung keyphone – no
problem. Thanks to the optional daughter board, the additional
device operates completely independently. It even has its own
extension number so you can send and receive faxes & e-mails, or
connect to the internet, whilst still making calls.
Integral paging – paging facilities for all users
Samsung systems provide an integral paging system which can be
tailored to suit the needs of each user, with functionality for internal
and external paging from all handsets.
Enhanced usability with Samsung OfficeServ handsets
The Navigation keys available with selected
Samsung 5000 series handsets are a main portal
through which you can interact with, and navigate
through, the system and its features.
Developed using the same design philosophy as Samsung’s market leading mobile technology the navigation keys offer simpler usability and faster access to the power of Samsung OfficeServ solutions.
Executive handset, exclusive features
For users of the 5000 Series Executive12 Button handsets with
large, multi-level LCD screen the navigation keys are the
instrument for accessing and
manoeuvring through the
enhanced and exclusive user
features the handset provides,
such as the:
Take control of your communications
The Menu button within the Navigation keys of Standard display handsets
takes you into the heart of your user options, through which you can operate
and employ the most popular system
features, including:
Competitive advantage through
communications
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 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:
Choose a solution that meets your needs
Samsung CMS is available in 3 distinct software packages, allowing
you to select the most appropriate and cost-effective solution to
meet your individual requirements:
*Please note that certain features and functionality can vary dependant on the Samsung system being deployed. Please consult your chosen vendor for compatibility.
Effective Call Management
All too often incoming calls go unanswered, are missed or there simply
aren’t enough staff available to manage busy periods of the day.
Every call represents an opportunity to generate revenue, win a new
customer or retain an existing client. Therefore it is imperative to any
business that calls are answered, greeted and managed as
professionally as possible.
Samsung CMS has been specifically designed to offer organisations
of any size the ability to maximise the use of staff, telephony and IT
resources by identifying and acting on key historical call statistics to:
Through detailed management reports, group and extension activity can be analysed to give thorough evaluation of call traffic and users efficiency. This functionality ensures that you make the most of your resources throughout the day.
Call Monitor
Samsung Call Monitor Module is a great tool for identifying key
statistics for your core business activities. It will help you analyse a
particular group e.g. your sales team, switchboard operators, or a
particular inbound number.
Call Monitor will highlight key statistics for ‘today’ such as number of calls made and received, total call cost and most expensive calls. This advanced insight is made simple to understand through the use of charts and graphs. This information can then be used to maximise staff levels during key times of the day and minimise the wastage and costs from unsolicited inbound and outbound calls.
Configurable System Wallboard
The latest primary traffic details can be displayed on desktop PC or
via a wallboard, to provide supervisors and / or staff with an easy-toview
summary of current performance rates of groups, extensions or
DDI numbers.
The wallboard module allows 9 individual Information fields to be customised for any group, to show one of the 20 available options including total talk time, total incoming or outgoing calls, total answered or unanswered calls, average response times, most expensive call, total call cost to date, and percentage answered and unanswered.
Enabling the Informal Call Centre
Informal Call Centres are very much-misunderstood phenomena. By
definition in the new "Customer Economy" where service is the main
differentiator, every company is or has an Informal Call Centre. This
could be a small team of Order Processors, Account Managers, a
Help Desk, Sales, or any type of support team.
Success of these customer-facing departments depends on the ability to respond to demand and provide the greatest level of service to incoming callers. By identifying, monitoring and managing key performance indicators, Samsung CMS can help you to optimise staff efficiency and resource allocation.
Enhancing service and support
Samsung CMS empowers you to make informed decisions about the
way each informal call centre operates. With an advanced range of
features and facilities you would normally only expect for a formal large
contact centre, Samsung CMS helps you effectively manage your
service levels by:
Call Centre Agent
Call Centre Agent is an ideal agent and call centre productivity
reporting tool, providing up to the minute call information for each
member of staff. Call activity for each agent, or group of agents, is
represented using easily understood graphics and tables
highlighting call trends.
Agent performance can be analysed using any of the 15 comparison charts including; total talk time, calls this hour and average response times. Crucially, unanswered calls can also be identified in real-time by CLI, enabling a rapid recovery of abandoned or lost calls.
ACD Group “Soft Wallboard” The ACD wallboard module allows the 10 group performance parameters to be displayed continually in real-time for any group continually on a supervisor or agents desktop or even fed into large screens for everyone to see. An essential tool for any call centre environment providing real-time statistics including:
ACD Group Monitor
ACD Group Monitor is the ideal tool for evaluating the success of each team or department
against key performance indicators, such as number of calls made, received and
abandoned, total call cost and longest incoming and outgoing calls.
This advanced insight is enhanced with charts highlighting incoming and outgoing
call trends through the at-a-glance comparisons of ‘calls today’ with ‘calls yesterday’ and
‘this time yesterday’.
Flexible reporting for a tailor-made solution
For businessess that provide outbound call services to clients and
3rd parties or wish to segment billing costs Samsung CMS also
includes over 60 standard and flexible reports than can be
customised to your exact requirements.
Included are costing, response and traffic analysis reports which can be filtered by outgoing, incoming, DDI, Campaigns, account (PIN), tandem, internal, network, carrier, trunk and CLI. These reports can be automated to save you time and automatically distributed, via email, in various formats such as MS Excel or MS Word as well as HTML, .csv and .pdf.
Multi-site management
Samsung CMS can effectively monitor an unlimited number of
sites centrally. Using the very latest in IP data collection techniques, remote site data can
be made available real-time over a LAN or WAN. The system constantly checks for any
potential drops in connection so you can be sure that your analysis is correct and up to the
minute.
With the ability to analyse this information you can maximise the productivity of all your staff and resources, minimise the cost and missed opportunities from dropped calls and deliver the highest levels of customer service to existing clients and new prospects.
