Samsung OfficeServ Link User Manual

OfficeServ Link

User Guide

Version 2.1

June 2005

OfficeServ Link

Version 2.1

User Guide

This manual should be read before the installation and operation of the OfficeServ Link Software.

This manual is proprietary to SAMSUNG Electronics Co. Ltd. and is protected by copyright. No information contained herein may be copied, translated, transcribed or duplicated for any commercial purposes or disclosed to third parties in any form without the prior written consent of SAMSUNG Electronics Co. Ltd.

TRADEMARKS

Samsung and OfficeServ Link is registered trademark of SAMSUNG. Product names mentioned in this document may be trademarks and/or registered trademarks of their respective companies.

are trademarks of Samsung Electronics Co., Ltd.

Page ii © SAMSUNG Electronics Co., Ltd

Preface OfficeServ Link Version 2.1 User Guide

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Preface

About This Manual

This manual is a user’s guide for the OfficeServ Link application; this is a Computer Telephony Integration (CTI) program which allow s Sa msung Of ficeSe rv and iDCS te lepho ne systems to interact with one or more Computers connected to a Network. This manual describes the main function, installation, optional features, and examples of usage of the OfficeServ EasySet application.

This manual includes the phased description of program from the fundamental understanding to the processes that shall be performed for the use of OfficeServ Link. The layout of this manual is also useful for users to select and read only the chapters that currently concern them. However, before using the OfficeServ Link, users need to be familiar with this manual. Keep the notices of this manual in mind before installing or using the programs.

If you have any question or problem while using the programs of OfficeServ Link, contact an Authorized Samsung Reseller.

Conventions

The followings are symbols used in this manual. You have to be familiar with this information along with these symbols to use the OfficeServ Link safely in an appropriate way.

Indicate a potentially hazardous situation which if not avoided, may result in

minor or moderate injury. It may also be used to alert against unsafe practices.

OfficeServ Link Version 2.1 User Gu ide Preface

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Table Of Contents OfficeServ Link Version 2.1 User Guide

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Table of contents

Preface iii

About This Manual.................................................................................................................iii

Conventions...........................................................................................................................iii

Table of contents............................................................................................................ v

Chapter 1 Introduction .. ................................................................................................ . 7

Overview of Office Serv Link...................................................................................................7

Various Connections to PBX systems.................................................................................7

Va rious Option Settings ........................... ............................ .. ............................ .................7

License Management .........................................................................................................7

Evaluation Period................................................................................................................7

Chapter 2 Installation of Link........................................................................................ . 9

Preparation for inst al ling L in k.................................................................................................9

Computer System Requirements........... ........................... ... ............................ ...................9

DCS Key Telephone Requirements....................................................................................9

Configuration Environment...................................................................................................10

System Administration Requirements..................................................................................11

Installation............................................................................................................................ 11

Post Installatio n....................................................................................................................16

Checking the registered program group ...........................................................................16

Installing the Link License.................................................................................................16

Chapter 3 OfficeServ Link Settings............................................................................. 17

Executing OfficeServ Link....................................................................................................17

Description of Link Main Win dow.........................................................................................18

Configuration of Link Main Window ..................................................................................18

Communication Environment Se tup....................................................................................20

Connection mode to telephone system............................................................................20

Communication environment setup for SIM / Serial cable connections............................21

Communication Environment Setup for TCP/IP connections............................................21

Communication Environment Setup for user connection in standby ................................22

Example of Environment Setup ........................................................................................23

Option Settings.....................................................................................................................24

Normal option ............ ............................ ........................... ... ............................ .................24

Message Monitoring and Saving Option..................................... ............................ ..........25

SMDR / UCD Transmition Options....................................................................................27

OfficeServ Call+ Function Support Option........................................................................27

Link State Message Display Option................. ........................... ............................ ... .......27

Link Display Language Option..........................................................................................28

Switch Link Recovery Try Count Option...........................................................................28

Recovery Try Time Period Option.....................................................................................28

OfficeServ Link Version 2.1 User Guide Table Of Contents

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Chapter 4 Using Link.................................................................................................... 31

Connecting to a telephone system...................................................................................... 31

Connecting PBX system after Setup of Communication Environment..............................32

Disconnecting to the PBX system and user........................................................................ 35

Chapter 5 Link Operating State View........................................................................... 36

Viewing Link st a te in D efault mode..................................................................................... 36

Chapter 6 Message Monitoring............................................................................ ........ 38

Call processing message monitoring program.................................................................... 38

SMDR / UCD Message Monitoring Program ...................................................................... 41

Installing Monitoring Program on other C omputer............................................................... 46

Chapter 7 License Registration................................................................................... 49

Running the License Tools .................................................................................................. 49

Installing the License........................................................................................................... 50

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Introduction OfficeServ Link Version 2.1 User Guide

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Chapter 1 Introduction

Overview of OfficeServ Link

The OfficeServ Link version 2.1(called Link) is a software product that sits between CTI applications, (based on the Microsoft TAPI 2.x specifications), and Samsung’s OfficeServ and iDCS range of telephone systems. Many different CTI applications based on TAPI 2.x can interact with the telephone system through the intervention of Link. Also, all kinds of call processing events generated from the telephone system are transferred to each CTI application through the intervention of Link. The Link has the following functions:

Various Connections to PBX systems

The Link supports various connections such as SIM, Direct Serial, TCP/IP, etc., depending on system requirements in order to conne ct to the telep hone syste m.

Various Option Settings

The Link provides various options that can be easily set depending on the operational states

- message-processed state view, SMDR/UCD message-re la ted fun ctions, OfficeServ Call, OfficeServ Call Plus, OfficeServ Operator Processing, e tc.

License Management

The Link provides a license management function for Samsung CTI Products including: OfficeServ Call / CallPlus, Operator, EasySet, News etc. To use any software, a valid license has to be installed on the Link.

Evaluation Period

You can use the OfficeServ Link in an evaluation mode for thirty days from first installation. During this evaluation period, the Link application and other OfficeServ applications connected through the Link, e.g. OfficeServ Call, will function correctly. The Link must be registered by the application of a valid license key during this period, failure to apply a license key will result in the non operation of the Link and any associated applications at the end of the evaluation period.

OfficeServ Link Version 2.1 User Guide Introduction

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Installation OfficeServ Link Version 2.1 User Guide

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Chapter 2 Installation of Link

Preparation for installing Link

Before installing the Link software, following system requirements are needed.

Computer System Requirements

y Operating System (OS)

− Windows 2000 Professional / Server

− Windows XP Professional

Recommended OS: Windows 2000 Professional or later Note: Administrator privileges are required to install and run this application

y CPU

- Intel P4 1GHz (minimum) or faster

y Hard Disk

− 500 MB or greater

y Memory Capability

− Minimum or more than the specification required for the installed OS Memory Recommended: 256 MB or greater

y LAN card, COM port

DCS Key Telephone Requirements

y Telephone system software version required for Link Operation

− iDCS 500: Ver. 1.33 or higher

− DCS 100: Ver. 1.33 or higher

− OfficeServ : Ver. 2. 13 or h igher

y Other Key telephone systems capable of interworking with OfficeServ Link

In order to check if your telephone system has the latest version capable of supporting the Link,

contact your Authorised Samsung Reseller.

OfficeServ Link Version 2.1 User Guide Installation

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Configuration Environment

The following figure shows the connections between the Link-installed computer and the DCS Key telephone system, and relations among the CTI applications-installed computers.

95/98/ME/NT/2000/XP

OfficeServ Call OpenTSP

NT / 2000 / XP Any PC

OfficeServ Operator

3rd Party

CTI S/W

ARC

Agent

Other

TAPi S/W

TCP / IP

OpenTSP

EasySet

Server

ARC Server

Open TSP

Installed Computer

<< OfficeServ Link, Call, Operator, EasySet, Open TSP Driver, ACD, 3rd Party S/W Configuration Dia gram >>

(Web Server)

EasySet

Client

EasySet

Client

OfficeServ

ACD Server

ICC

Agent

ICC

Agent

ICC

Agent

OfficeServ

Link

OfficeServ Link Installed Computer

ACD

Agent

SIO, TCP/IP

DCS Key Telephony System

OfficeServ System

Figure 2.1 Typical configuration diagram

As shown in the figure above, the Link supports SIO connections (SIM, Direct Serial Connection) to the Telephone system, and the LAN connections of TCP/IP protocol. The connections depend on the type of telephone system. Contact your Reseller

as to which connections your system supports.

Authorised Samsung

In addition, the Link receives and manages a connection request from each user’s computer through TCP/IP LAN, and transmits and receives messages generated between the telephone system and the CTI applications that are running on users’ computers.

Note Link connections for each DCS Key telephone system

• iDCS 500 / 100 / OfficeServ: Supports Serial / LAN connections.

Note User’s CTI applications connected to the Link shall be based on Tapi 2.x. All CTI

Application that want to connect the DCS Key telephone system have to use the

OpenTSP Driver. The OpenTSP Driver is the Tapi 2.x compatible Telephony Service Provider for

party Tapi compatible CTI Software.

Installation OfficeServ Link Version 2.1 User Guide

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System Administration Requirements

Users must be logged on with an Administrator privileges to install and run this program successfully. Administrators have complete and unrestricted access to the computer/domain.

Installation

The Link installation process is provided in a single installation program. Execute LinkSetup.exe, and then the Link installation program will run automatically.

Note You have to install the Link program to use the CTI applications of the OfficeServ or iDCS

telephone systems. OfficeServ Call / CallPlus, OfficeServ Operator, EasySet, and Internet Call Center Package, which are programs using the CTI application functions of DCS Key telephone system, may utilize the switching fu nction thr ough all the Li nk. Before us ing those pr ograms, you have to install the Link.

Install the Link program as follows:

1. Execute LinkSetup.exe, the Link installation program, and the following dialog box will appear on the screen.

Click on the [Next] button.

OfficeServ Link Version 2.1 User Guide Installation

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2. License Agreement dialog box appears on the screen. Read the text of License Agreement, and click on the [Next] button if you agree to its contents. If you do not agree, the Link installation program exits automatically.

3. User and Company Registration box appears on the screen. Check the valid the user and company name and click on the [Next] button.

Installation OfficeServ Link Version 2.1 User Guide

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4. Confirmation Box appears on the screen. Check the user and company name and click on the [Next] Button.

5. The installation program requires you to specify the destination of Link software. By

default, Link software is installed on the path of “C:\Program Files\Samsung Electronics\OfficeServ Link.” Click on the [Browser] button if you want to install software on a different destination. Then, you can specify other destination.

If you specified the installed destination of Link software, click on the [Next] button.

OfficeServ Link Version 2.1 User Guide Installation

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6. The installation program requires you to register the group name of Link programs. By default, the installation program registers “OfficeServ Link“ as the group name. Click on the [Next] button.

7. The installation program requires you to specify the computer’s Windows OS that you will install Link software in. Choose the Windows OS to install, and click on the [Next] button. (We recommend that you choose the OS coincided with that of computer – destination of software installation.)

8. The Link software supports two langua ge mo des: Kor ean and English . The text included in Link software is displayed depending on the mode specified in this dialog box. The language mode can be changed after installation if required. Choose a mode and click on the [Next] button.

Installation OfficeServ Link Version 2.1 User Guide

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9. The installation program asks if you want Link to run automatically at the time of system booting. It you want, click on the [Yes] button. Then, the program will link you to the Startup folder.

10. Installation has successfully completed. Click on the [Finish] button, then the installation

program exits.

OfficeServ Link Version 2.1 User Guide Installation

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Post Installation

When Link software has successfully comp leted , you have to ensu re that the following programs have installed on the computer.

Checking the registered program grou p

y Link: Executable program of Link y License Tools : License Registration Tools y Switch Message Monitor: Message monitoring program between PBX system and Link y SMDR-UCD Message Monitor: SMDR-UCD message mon itoring program

Note For further the details of each program, see Chapter 3.

Installing the Link License.

Before the Link Application can be configured and used, it must be licensed.

The License procedure is de scribed in Chapter 7.

Link Settings OfficeServ Link Version 2.1 User Guide

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Chapter 3 OfficeServ Link Settings

Executing OfficeServ Link

Proceed to [Start] -> [Program] -> [OfficeServ Link] and choose Link. Then, Link program will run. As soon as Link starts running, the following dialog box appears on the screen.

Figure 3.1 Main Window of Link

If you have set up the Link to link to the Startup folder when installing the Link (when you click on

Note

YES), the system booting runs the Link automatically.

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