Viking ACD-10 Technical Practice

TECHNICAL
TECHNICAL
T
T
E L E
E L E
Now Every Call Center and Small Business
Can Afford a Fully Featured Call Distributor
The ACD-10 is a stand alone call distributor that will distribute calls from up to 10 incoming C.O./PABX
lines to up to 6 individual agents.
play an announcement, and place the call on hold for the first available agent. Custom ringing indicates
to the agent that the call has been answered by the ACD-10.
Basic phone system features are also provided by the ACD-10 such as transfer, paging, intercom, 3-way
calling, as well as a RS-232 call statistics output.
h t t p : /
h t t p : /
F e a t u r e s
F e a t u r e s
Stand-Alone Unit:
• Does not require a KSU, PABX, ring generator or remote displays
Custom Recordings:
• On site or from a remote touch tone phone
• Day Answer announcement (up to 30 seconds)
• Night Answer announcement (up to 60 seconds)
• Pacifier announcement (up to 10 seconds)
Answer Modes:
• Standard - Answers if the agent does not answer within the program-
mable ring delay (3 or 5), plays an announcement, then places the
caller on hold with music or promotion from an external source.
• Call Screening - Answers all calls after 1 or 2 rings, plays an
announcement, such as: "Viking Electronics, your calls may be
monitored for quality purposes."
Operational Modes:
• ACD (Automatic Call Distributor) - Calls are sent to the next available
or longest idle agent.
• UCD (Uniform Call Distributor) - Calls are distributed so that each
agent receives approximately the same number of calls.
• Hunt Group - Agent #1 receives the most calls, Agent #2 receives
calls only if Agent #1 is busy, etc.
• Ring Group - All agent phones ring, the first to pick up gets the call.
Other Features
• Agent Unavailable - Agent marks his station unavailable by dialing a
code or simply leaving the phone off-hook. In the event that an
agent's phone rings more than the programmed ring limit, the system
marks the station unavailable and sends the call to another agent.
• Announcements and Programming - Stored in non-volatile memory
• Blind Transfer - An agent can transfer a call to another agent without
telling the agent who's calling
• Break Delay Time - Allows agent to "catch their breath" before
receiving a new call
• Camp-On - Agents can camp-on a call to another agent who is on an
existing call
S
S
C O M O L U T I O N S
C O M O L U T I O N S
/ w w w . v i k i n g e l e c t
/ w w w . v i k i n g e l e c t
P r a c
P r a c
2 1 C
2 1 C
F O R T H E S T
F O R T H E S T
r o n i c s . c o m
r o n i c s . c o m
• Conference - Agents may conference in a second agent
• Custom Ringing - A double ring indicates a system answered or
intercom call, a single ring indicates the call is from the CO or PABX
(not answered)
• Directed Call Pick-Up - Pick up any agent's phone from your phone
• Disconnects on CPC - (CPC may not be available in all PABX's)
• Intercom - Agents can call each other
• MOH Input (Music-On-Hold) - Connection for an audio source that
callers on hold hear while waiting for an available agent
• Night Answer - Announcement and drop or no answer at night
• Night Mode Turns ON/OFF - via a contact closure, remote touch
tone phone, or front panel switch
• Outbound - Agents can dial 9 or dial a "Direct Trunk Access Code"
for an outbound line
• Paging - Agents can voice page over external PA speakers
• Park - Agents can put a call on hold and busy out their phone
• Recording - Locally using the included carbon handset, download
from a tape recorder, or remotely from a touch tone phone
• Security Code - A 6-digit number used to access programming
• Station Active LED Indicators - Displays which agents are busy
• Statistics - A RS-232 port provides a printer or PC with data of:
time, date, line, hold time, agent, agent time and type for each call
• Supervised Transfer - An agent can transfer a call to another agent
by first conversing with the agent, then hang up to give them the call
• Transfer Out of System - Allow agents to use Centrex or PABX
3-way calling/transfer feature to send calls to another location
A p p l i
A p p l
• Call centers
• Sales departments
• Field service departments
• Technical support departments
• Small businesses
ACD-10
ACD-10
Automatic Call
t i c e
t i c e
Distributor
E N T U R Y
E N T U R Y
Calls will be distributed by either ACD
(Automatic Call Distributor), UCD
(Uniform Call Distributor), hunt group or
ring group protocols.
If an agent is not available, the ACD-10
can be programmed to answer calls,
For "Specifications" see Page 2.
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