Viking ACD-10 User Manual download pdf (Page 5)

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. UCD Protocol (Uniform Call Distributor) - The ACD-10 distributes inbound calls so that each agent receives approxi-

mately the same number of calls. Calls answered by the ACD-10 will be indicated by a custom double ring cadence.

3. Hunt Group Protocol - The ACD-10 distributes inbound calls so that Agent #10 receives the most calls. Agent #11

receives calls only if Agent #10 is busy, and so on up the line so that Agent #15 is least likely to receive an inbound call. Calls

answered by the ACD-10 will be indicated by a custom double ring cadence.

4. Ring Group Protocol - The ACD-10 will ring all available agent’s phones, the first agent to pick up, answers the call.

B. Day Mode (see DIP Switch Programming, section B)

In the DAY(3) or DAY(5) mode of operation, the ACD-10 will send inbound calls to the agents based on the selected

protocol (above). Agent’s phones will ring in a standard cadence indicating a new call. If the call is not answered by

an agent within three rings (DAY(3) mode) or five rings (DAY(5) mode), the ACD-10 will answer the call, play the

“Answer Greeting” announcement, then place the call on hold. The agent’s phone will now ring in a double ring

cadence indicating that the call is on hold. If call screening is selected (DIP switch 3 ON), all calls are answered and

given the “Answer Greeting” announcement. Then the ACD-10 will send the inbound calls to the agents based on the

selected protocol. In the call screening mode, ring delay is changed to one ring for DAY (3) or two rings for DAY (5).

While calls are on hold, a pacifier announcement will be played based on a timed interval (factory set to 60 seconds).

If a station rings past the station ring limit (factory set to 10 rings) it is automatically marked as “unavailable” and the

call is sent to another agent. No other calls will be sent to that agent, until it is manually made available again.

M. Time and Date

The time and date only need to be

set if the serial RS-232 port is used

to collect detailed call activity data.

This allows each call record to be

stamped with the proper time and

date. When in programming follow

the steps shown at the right.

To Program the Date and Time of the ACD-10...

Minutes (mm)

Hours (hh) Note: 24 hour clock.

Date (DD)

Month (MM)

Year (YY)

Enter string in the memory location...

Enter Digits:

2 digits (00 - 59)

2 digits (00 - 24)

2 digits (01 - 31)

2 digits (1 - 12)

2 digits (01 - 99)

m m h h D D M M Y Y # 4 0

C. Night Mode (see DIP Switch Programming, section B)

In the NIGHT mode, calls will be answered, given the “Night” announcement and dropped (DIP switch 4 ON).

Alternatively, in the NIGHT mode, no calls are answered (DIP switch 4 OFF). There are three ways to put the ACD-10

into the night mode: 1. From remote programming 2. From the front panel. 3. By providing a hard contact closure

(remote night switch) to the remote night mode screw terminals (back panel).

Note: The remote night mode switch has priority, so when it is used (contact closed), the ACD-10 displays this as a

blinking NIGHT LED and the ACD-10 can only be removed from the night mode by opening the closure.

When the NIGHT mode is activated, calls connected to agents or camped-on to agents will remain, but calls waiting on

hold for an available agent will be given the “Night” announcement and dropped.

D. Station Features

Step 3

Hang up

Step 1

Go off-hook on the desired station

Step 2

Enter “681”

1. Station Unavailable - To prevent incoming and transferred calls from ringing that phone:

While a station is marked as unavailable, stutter dial tone is given to that phone. From power-up, all the stations are automati-

cally made unavailable, and do not appear on the optional LM-24 display. Use the station available code (see below) to acti-

vate the required stations from power-up.

Step 3

Hang up

Step 1

Go off-hook on the desired station

Step 2

Enter “682”

2. Station Available - To allow incoming and transferred calls to ring to that phone:

The ACD-10 is designed to function as an efficient inbound call distributor. Many PABX type features are offered, but

there is not the ability for multiple agents to access intercom dial tone at the same time. If a busy signal is given to an

off-hook phone, intercom dial tone is not available. Hang up and try again a few seconds later.

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Viking ACD-10 User Manual Page 5

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