Viking ACD-10 - Manuals - manualsarea.com

Page 2 - Rear View of; Not; Optional; VIKING; Bridged; This connection is polarity sensitive. If the

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 Transfer: To transfer a call to another agent without telling the a...

Page 3 - (line 10 will answer after 10 rings for remote programming); E. Recording and Playback; B. DIP Switch Programming; The security code must be six-digits in length and cannot contain a; Keep recorded announcements short. The

Sw 1 OFFOFF ONON n/an/an/an/a Sw 2 OFF ON OFF ON n/an/an/an/a Description ACD OperationUCD OperationHunt Group OperationRing Group OperationNormal 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 th...

Page 4 - Enter; J. Remote Mode Selection; mmhhDDMMYY; then

L. Station Ring Limit If a station rings (inbound or transferred C.O. call) un-answered and the ring limit is met, the station will be marked “unavailable” andthe call will be sent to another agent. Calls will no longer be sent to that station until it is manually made “available” again. The sta-tio...

Page 5 - m m h h D D M M Y Y # 4 0; displays this as a

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 i...

Page 6 - If the station is busy, you may camp-on the call by hanging up.

E. RS-232 Call Statistics Output Code COMPLABAND 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 COM...

Page 7 - Viking Electronics will NOT support computer software

Important: Viking Electronics will NOT support computer software or hardware problems. If you experience these problems, researchyour hardware and/or software instruction manuals or contact themanufacturer’s technical support department. Start your communication software. “Hyperterminal” is the comm...

Page 8 - EB; Internal View of the ACD-10; Screws; Station Activation

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 stations, there is also the “Transfer Only” station feature available on stations 16, 17, 18 and/or 19. Follow the instructions belowto install the expansion boar...

Page 9 - See the diagram at the right for

Due to the dynamic nature of the product design, the information contained in this document is subject to change without notice. Viking Electronics, and its affiliates and/orsubsidiaries assume no responsibility for errors and omissions contained in this information. Revisions of this document or ne...