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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 "break" time. 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 approximately the same number of calls. Calls
answered by the ACD-10 will be indicated by a custom double ring candence.
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, on so 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 and the first agent to pick up, gets 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 the agents based on on the
above selected protocols (above). Agent's phones will ring in a standard candence 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 dou-
ble 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 agent's based
on one of the selected protocols.
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.
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 OFF).
Alternatively, in the NIGHT mode, no calls are answered (DIP switch 4 ON).
D. Station Features
1. Station Unavailable - Come off hook and enter "681" to prevent incoming C.O. calls from ringing that phone. While
a station is marked as unavailable, stutter dialtone is given to that phone. The station will receive internal calls.
2. Station Available - Come off hook and enter "682" to allow incoming calls to ring to that phone.
3. Direct Call Pick Up - Come off hook and enter "#" plus the agent station number (10-15) to pick up that particular
agent's ringing phone.
4. Paging - Come off hook and dial "56" and speak into the handset to page.
5. Intercom - Come off hook and dial the agent station number (10-15).
6. Transfer - To transfer a call to another agent: flash, dial the station number (10-15), wait for ringing, hang up.
7. Conference - To conference another agent into an established call:
a. Flash.
b. Dial the agent's station number (10-15).
c. When the agent answers you may talk, then flash again to bring the call in the conference.
8. Outside Line - Dial "9" to gain access to an outside line.
9. Direct Trunk Access - Dial "8" plus the line number (01 - 10) to directly access that trunk.
10. Transfer Out of System - When on a call, flash, wait for dial tone, then dial " " to produce a flash on the outside
line. This allows agents to use Centrex or PABX 3-way calling/transfer features external to the ACD-10.
E. RS-232 Call Statistics Output
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