Samsung DCS

General Information

Manufacturer: Samsung / Prostar

Model: DCS (or DCS Compact)

Software Version: 1.00 +

Hardware Requirements: 1 SLI card for each 4 VoiceTrak ports


VoiceTrak Parameter Settings:

 

  Custom Page 1 DTMF Disconnect 8192
178 Custom Page 2 Message Light On 41E or 41, E or ,41,E
179 Custom Page 2 Message Light Off 42E or 42,E or ,42,E
180 Custom Page 2 Grunt 1
121 Custom Page 2 Threshold Grunt 9000
191 Custom Page 2 Fixed/Var Box 1

Important:
All other VoiceTrak parameters must be set to Default
.
Use Tone/Cadence file: PROSTAR.DCS

Important:
Add the following line to the VOICE.BAT file:

SET PBXTYPE=PRO56

Message Waiting Lights - technician should test codes provided to find set that works best for the software version being used.


Notes:

Transfer to fax machine. The tone table includes incoming fax detection. You may add an "X" type mailbox which transfers to a fax machine. Also add a line to the VOICE.BAT file which says: 'SET FAX_BOX=xxx' where xxx is mailbox for the fax machine. Not all fax machines send good CNG tones and will not transfer, but if fax tones are detected, the call will transfer to the extension specified in the FAX_BOX setting. Tone&fil file must be dated after July, 1996 for this feature to work.

The Samsung Prostar DCS has some of the best features for voice mail we've ever seen. The system simplicity is helpful to the customer, technician and VoiceTrak. The DCS contains our favorite telephone system software on the market today.

VoiceTrak Mailbox Types - All mailboxes should be N type for no monitoring during call transfers. Also note that hunt groups can, and in some cases, MUST be given VoiceTrak mailboxes. Hunt groups can forward to a unique mailbox number on a busy or no answer condition.


Overview

Congratulations. You are working with a phone system which was designed to work well with voice mail. Your experience should be pleasant if you take the time to follow the directions included here.

It is imperative that the following programming be followed exactly to insure the DCS and VoiceTrak will work together properly. Several DCS parameters default to settings which will cause problems for VoiceTrak, and these must be changed to our settings.

You must be familiar with DCS programming procedures before starting. If you are not certified on the DCS, do not expect to call us for help with DCS programming procedures. Get certified or find a certified technician.


MMC #501 - Timer Table - KMMC Digit Time

This parameter has nothing to do with VoiceTrak integration. We have found that the default 30 second timer for system programming is too short for us, and we get tired of re-enabling MMC programming. Maybe we're too slow or too old, but we always change this to 255 seconds before we start. That gives us over four minutes before the programming mode must be re-enabled (our friendly tip for the day).

MMC #501 - Timer Table - Transfer Recall

This timer MUST be set higher than the Forward No Answer timer in 502 or calls won't go to the mailbox correctly. Default is 15 seconds; we recommend at least 30 seconds.

MMC #502 - Forward No Answer Timer

The DCS allows the No Answer Timer to be programmed on a PER STATION basis! This is a system wide feature on most phone systems, and customers prefer the capability of programming this by station. The system default is 15 seconds but may be changed based on customer needs. Be sure this is a lower number than Transfer Recall (above).

MMC #207 - Assign VM/AA Port

The SLI ports must be designated as NORMAL or VMAA. MMC 726 will not function properly unless MMC 207 is set! Assign the SLI ports connected to VoiceTrak as VMAA ports. NOTE: If you have an SLI port connected to a MODEM in the VoiceTrak machine, the modem port should be NORMAL and it should NOT be included in station hunt group mentioned in MMC 601.

MMC #300 - Customer On / Off Per Station

VMAA Forward - Default is ON. This feature allows intercom calls to forward to VoiceTrak. If this feature is NOT desired, change this setting to OFF.

MMC #600 - Assign Operator Group

Most customers use a human attendant in the day mode and the VoiceTrak auto attendant in the night mode. Many of those customers also like VoiceTrak to answer overflow calls from the human attendant during the day. If the attendant can't answer a call within XXX seconds, the call overflows to VoiceTrak. To program overflow from the operator group to the VoiceTrak group, program the Overflow Timer and Next Port in MMC #600.

MMC #601 - Assign Station Group

We generally use hunt group 505 for the VoiceTrak ports, but you can use any allowed hunt group number. You must use the following parameters:

Type VMAA Group
Ring Sequential
Overflow * 010
Grp Trsf 000
Wrap Up 000
Next Port ** 500
Member *** 01-??

* Overflow. Number of seconds before calls overflow to Next Port. See Next Port. You may change this setting if desired.

** Next Port. Note that the entry here determines where calls go if all the VoiceTrak ports are busy or not answered. We recommend the operator hunt group, which defaults to 500. You may change.

*** Member. All VoiceTrak ports must be defined here. If your system has four VoiceTrak ports, make four entries. If you have eight ports, make eight entries.

MMC #602 - Station Group Name

The name assigned to the VoiceTrak hunt group should be VOICETRAK.

MMC #726 - VMAA Options

This is the key to programming voice mail on the DCS. If you can't find some of the options listed here when programming then STOP. Figure out how to use the top softkeys and the volume control to reach the sub-menus. You must make changes in the sub-menus for this to work properly, so you must understand the programming techniques! For example, you must disable six call progress tone settings - not just one. There are nine call type ID settings - not just one. You must set everything listed here or your integration will not work properly. Follow these steps carefully and your day will be much more pleasant. Race through this and you'll spend some time troubleshooting the mistake.

Why is MMC 726 so complicated? The DCS was designed to accommodate a very wide variety of voice mail systems. Some use supervised transfers and monitor the ringback and busy signal. Others use supervised transfers and listen for specific DTMF tones to determine the call progress..

We believe the most efficient and accurate approach is through unsupervised transfers. With our approach, the DCS has more responsibility for handling the call, allowing the VoiceTrak ports to handle more calls without purchasing additional capacity. Many of the settings listed below are required to disable call progress information and define the DTMF codes used by VoiceTrak. Please follow these options carefully:

EXT for DN1 Yes  
TRK for DN1 No  
EXT for DN2 No  
TRK for DN2 No  
Disconnect Signal A  
Call Type ID    
  Direct Call *
  All Forward Call #
  Busy Forward Call #
  NOA Forward Call #
  Recall #
  Direct Trunk Call NO
  Overflow #
  DID Call #
  Message Call *
Separator No  
     
     

Important: All default tone setting must be changed to NO.

Dial Tone No
Busy Tone No
Ringback Tone No
DID No More No
HDSET Answer No
Speaker Answer No

MMC #102 - Call Forward

The DCS allows call forwarding to be programmed via MMC codes and not just at each station. Save footsteps by programming via MMC 102. We suggest that each station with a VoiceTrak mailbox assigned be programmed for Busy / No Answer forward to the VoiceTrak hunt group (505 in our examples).

If desired, this can also be programmed at each station (if you need the exercise):

For Busy Forward -- Dial 602 + Hunt Group number for VoiceTrak.

For No Answer Forward -- Dial 603 + Hunt Group number for VoiceTrak.


How to Transfer a Caller Directly to a Mailbox on VoiceTrak (DCS versions below 3.00)

The attendant may wish to transfer a caller to a voice mail box without first ringing the station. To accomplish this follow this procedure:

With the caller on the line, press a DSS key programmed for the VoiceTrak hunt group or press <Transfer> and dial the VoiceTrak hunt group. When VoiceTrak answers, dial the mailbox number, press * and hang up. The caller will hear the personal greeting and can leave a message.


How to Transfer a Caller Directly to a Mailbox on VoiceTrak (DCS Versions 3.00 and higher)

Program DCS MMC 722 or 723 to add a voice mail transfer key to more or more phones. DCS documentation calls this the VT key (voice mail transfer key). When programming the VT key, you must also designate the VoiceTrak hunt group number. Our suggested default is hunt group 505.

Operation is simple. While talking with an outside caller, simply press the VT button, then either dial the mailbox number or press the corresponding DSS key for the desired party, then press Ans/Rls. The caller will be transferred to the desired voice mail box.

Important note: This version of DCS software does not allow adjustments to the VT button, and in particular to the timing of the DTMF tones. It is important that your initial Salutations include a 1-2 second pause at the beginning of the recording, otherwise the callers will hear the first second or two of the salutation.


BUSY FORWARD - Options

Forward Busy Option 1. (Recommended) Callers are sent directly to the personal greeting when forwarded from a busy station. The caller can leave a message or try another extension. This helps keep the voice mail ports free to accept other calls. Note that the instructions for MMC# 726 above set this option by default.

Forward Busy Option II. (Not recommended but it works) Callers are informed the extension is busy and given the opportunity to remain on hold for that extension. The caller can also dial another extension or leave a message. If the customer has incoming 800 lines this can become expensive. It also occupies a voice mail port. We believe it is much better to send the caller directly to a voice mail box where they can leave a message or dial through to another extension.

To enable this option, change the CALL TYPE ID -- Busy Fwd Call setting from # to an unused DTMF digit from 4 - 6. For example, if the digit 6 is not used during the opening Salutation on VoiceTrak, the digit 6 could be used here. The DCS will now send 6 + EXT number instead of # + EXT number when a busy call is forwarded.

How to Enable the Forward Busy Option II

Use the EDIT program to modify the file VOICE.BAT. Add the following line at the end of the other 'set' commands: SET DTMFBUSY = 6

Save the VOICE.BAT file and REBOOT the computer. This tells VoiceTrak that if it receives a call with '6' + mailbox number it will play the 'busy' message, "I'm sorry, that extension is busy..." The caller will be allowed to remain on hold, dial another extension or leave a message.

In DCS programming, use MMC 726 and change the CALL TYPE ID -- Busy Fwd Call setting from # to 6.


S Box for Attendant Overflow

The attendant group (or any other group) can be programmed to overflow to the voice mail hunt group. However, calls that overflow to the voice mail group will also include the DTMF Busy or No Answer code, plus the DTMF hunt group number. To strip this information so the caller hears the opening Salutation, you must establish an "S" type mailbox. If the operator group is 500, and if it is programmed to overflow to the voice mail group, simply establish an "S" type mailbox number 500 and leave the extension field blank. When VoiceTrak encounters a No Answer situation for box 500, it will send the caller to the opening Salutation.


S Box for Other Salutations (Other Companies)

The S box feature has been enhanced so other salutations can be defined. Assume that a second company shares the DCS and wants a different opening salutation. It is not necessary to dedicate VoiceTrak ports for that other salutation. Assume that the lines for company B are programmed to ring DCS Station Group 510. Program Station Group 510 to overflow to 505 (VoiceTrak) after 1 second. Note that you must have at least one member of the hunt group for this feature to function, and that the phone will ring one time. Also assume that you have configured VoiceTrak salutation 25 (or some other salutation number) with the appropriate salutation recording and department mapping.

Simply establish VoiceTrak mailbox 510, extension 25 (for salutation 25), box type S. This will cause calls to DCS group 510 to forward to VoiceTrak mailbox 510, which will cause VoiceTrak to play salutation 25 for the second company.

Important: An S box with a blank extension field will play the salutation defined in Salutation Mapping. An S box with an entry in the extension field will play that salutation number.

With imagination and creativity you can use S boxes for many, many uses.


Overflow to Q box

Note that a hunt group can overflow to a VoiceTrak Q type mailbox. With a Q box, VoiceTrak will play greeting 1, then automatically transfer the caller to the extension or hunt group number listed in the extension field. Example: Hunt group 510 rings some phones. If 510 is not answered, it can overflow to VoiceTrak (say, group 505). VoiceTrak has a Q mailbox 510 established. The caller hears greeting one, which could say, "All agents are assisting other customers. Please stay on the line for the next available agent." The caller is now transferred back to 510, since 510 is listed in the extension field. The caller will just transfer back and forth forever. While this is not 'smart' call sequencing it may serve the needs of some companies.


VoiceTrak Zone Paging

Note that by default DCS stations do NOT receive pages! If the VoiceTrak Zone Paging feature is used to announce calls from the automated attendant through the DCS paging system, it is necessary to allow the DCS stations to receive a page for that zone by programming MMC #604. From the VoiceTrak mailbox screen, set the Zone Paging During Call Transfer setting to Y. The Page Code should be 55 + the desired zone, or 55* for all zones on the DCS. VoiceTrak will announce the spoken name for that mailbox over the desired zone while the call is being transferred. The caller may dial a directed call pickup code to receive the call ringing at that station.