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Viking ACD-10 manual

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Table of contents for the manual

  • Page 1

    Now Every Call Center and Small Business Can Af ford a Fully Featured Call Distributor P P h h o o n n e e . . . . . . 7 7 1 1 5 5 . . 3 3 8 8 6 6 . . 8 8 8 8 6 6 1 1 • ACD, UCD, hunt group and ring group protocols • Does not require a KSU, P ABX, ring generator or remote displays • Three custom recordings stored in non-volatile memory (no ba[...]

  • Page 2

    D D e e f f i i n n i i t t i i o o n n s s ACD: (Automatic Call Distributor) Distributes inbound calls to the next available or longest idle agent so that agents are more likely to get a simi- lar amount of “break” delay time. Blind T ransfer: T o transfer a call to another agent without telling the agent who’s calling. Break Delay Time: The[...]

  • Page 3

    Sw 1 OFF OFF ON ON n/a n/a n/a n/a Sw 2 OFF ON OFF ON n/a n/a n/a n/a Description ACD Operation UCD Operation Hunt Group Operation Ring Group Operation Normal mode: Answers call if agent does not answer within 3-5 rings (programmable). Call screening mode: Answers all calls and plays message before calls ring through to agent. No calls answered in [...]

  • Page 4

    L. St ation Ring Limit If a station rings (inbound or transferred C.O. call) un-answered and the ring limit is met, the st ation will be marked “unavailable” and the call will be sent to another agent. Calls will no longer be sent to that station until it is manually made “available” again. The st a- tion ring limit is factory set to 10 rin[...]

  • Page 5

    O O p p e e r r a a t t i i o o n n A. Protocols 1. ACD Protocol (Automatic Call Distributor) - The ACD-10 distributes inbound calls to the next available or longest idle agent so that agents are more likely to get a similar amount of “free” time between calls. Calls answered by the ACD-10 will be indicated by a custom double ring cadence. 2. U[...]

  • Page 6

    E. RS-232 Call St atistics Output Code COMPL ABAND TRANS OUT DATE 09/07/01 09/07/01 09/07/01 09/07/01 09/07/01 TIME 10:22:16 AM 10:23:58 AM 10:24:45 AM 10:26:05 AM 10:27:01 AM LINE 01 01 01 01 02 ON-HOLD 00:00:07 00:00:22 00:00:11 AGENT 10 10 11 11 AGT TIME 00:00:14 00:00:09 00:01:17 00:00:41 CODE COMPL ABAND TRANS COMPL OUT The ACD-10 can output c[...]

  • Page 7

    Important: Viking Electronics will NOT support computer sof tware or hardware problems. If you experience these problems, research your hardware and/or software instruction manuals or cont act the manufacturer ’s technical support dep artment. S tart your communication sof tware. “Hyperterminal” is the commu- nication software supplied with a[...]

  • Page 8

    8. O O p p t t i i o o n n s s The ACD-10 is expandable from 6 to 10 stations with the optional ACD-10-EB . In addition to gaining 4 more st ations, there is also the “T ransfer Only” station feature available on st ations 16, 17, 18 and/or 19. Follow the instructions below to install the exp ansion board. A. ACD-10-EB Exp ansion Board 3. Progr[...]

  • Page 9

    Due to the dynamic nature of the product design, the information contained in this document is subject to change without notice. Viking Electronics, and it s affiliates and/or subsidiaries assume no responsibility for errors and omissions contained in this information. Revisions of this document or new editions of it may be issued to incorporate su[...]