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A. Protocols
1. ACD Protocol (Automatic Call Distributor) -
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) -
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 -
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 -
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 (see section D below).
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
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.
1. Station Unavailable - To prevent incoming and transferred calls from ringing that phone:
Go off-hook on the desired station
While a station is marked as unavailable, stutter dial tone is given to that phone. From power-up, all stations are automatically made unavailable,
and do not appear on the optional LM-24 display. Use the station available code (see below) to activate the required stations from power-up.
2. Station Available - To allow incoming and transferred calls to ring to that phone:
Go off-hook on the desired station
3. Directed Call Pick Up - To pick up a particular agent's parked/ringing call (not available in Ring Group mode or camped-on calls):
Step 1
Go off-hook
4. Call Park - To place a call on hold, and busy out your phone:
Step 1
Flash
Note: To pick up a call on the phone it was parked at, simply come back off-hook. To pick up a parked call from a different phone, use the
"Directed Call Pickup" feature above.
5. Paging - To access the paging port:
Step 1
Go off-hook
The ACD-10 distributes inbound calls so that Agent #10 receives the most calls. Agent #11
The ACD-10 will ring all available agent's phones, the first agent to pick up, answers the call.
Step 1
Step 1
Enter "56" and speak into the handset
The ACD-10 distributes inbound calls to the next available or longest idle
The ACD-10 distributes inbound calls so that each agent receives approxi-
Step 2
Enter "681"
Step 2
Enter "682"
Step 2
Enter "#"
Step 2
Enter "50"
Step 2
Step 3
Hang up
Step 3
Hang up
Step 3
Enter agent's station number (10-15)
Step 3
Hang up
Step 3
Hang up
5.
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