Viking ACD-10 Technical Practice
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Viking ACD-10 Technical Practice

Automatic call distributor
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TECHNICAL
TECHNICAL
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Now Every Call Center and Small Business
Can Afford a Fully Featured Call Distributor
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, play an announce-
ment, 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 call-
ing, as well as a RS-232 call statistics
output.
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• ACD, UCD, hunt group and ring group protocols
• Does not require a KSU, PABX, ring generator
or remote displays
• Three custom recordings stored in non-volatile
memory (no batteries required):
- Day Greeting
- Pacifier Message
- Night Greeting
• Call screening option
• Custom ringing
• Intercom, transfer, camp-on and 3-way calling
• Night mode
• Local and remote recording
• Detects and regenerates CPC signals
• Directed call pick-up
• Statistics available through RS-232 port
• Carbon handset for local recording included
• Expandable to 10 agents
• Optional manager's display available
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Calls will be distributed by either ACD (Automatic Call
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• Call centers
• Sales departments
• Field service departments
• Technical support departments
• Small businesses
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Power: 120V AC/15V AC 2.2A, UL listed adapter provided
Dimensions: 483mm x 305mm x 44mm (19" x 12" x 1.75")
Shipping Weight: 3.4 kg (7.5 lbs)
Environmental: 0° C to 32° C (32° F to 90° F) with 5% to 95%
non-condensing humidity
Station Loop Length: 1.5 km (5000 ft) maximum at 24 awg
twisted pair
Station Talk Battery Voltage: 40V DC 26mA
Station Ring Voltage: 90V AC @ 20 Hz (nominal)
Hookswitch Flash Timing Range: 150ms - 900ms
Internal Digital Announcer/Recorder: 1
Message Lengths: Day message - 30 seconds, Night message
- 60 seconds, Pacifier message - 10 seconds
Announcement Sampling Rate: 64K (equivalent)
Intercom Paths: 2
Dial Tone with DTMF Receiver: 1
Camp-On Calls: Up to 2 calls per station
Audio Loss: 2 dB from trunk to station
Connections: (1) RJ-21X female jack, (2) 3.5mm (1/8") audio
jacks, (1) carbon handset jack, (1) 9-pin RS-232 jack
ACD-10
ACD-10
Automatic Call
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Distributor
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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.
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April 16, 2002
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Summary of Contents for Viking ACD-10

  • Page 1 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, play an announce- ment, 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.
  • Page 2 IMPORTANT: Electronic devices are susceptible to lightning and power station electrical surges from both the AC outlet and the telephone line. It is recommended that a surge protector be installed to protect against such surges. Contact Panamax at (800) 472-5555 or Electronic Specialists Inc. at (800) 225-4876. RJ-21X Viking Electronics, Inc. NIGHT Rear View of...
  • Page 3 When the recording stops, enter the six digit security code. A double beep should be heard. E. Recording and Playback Note: Keep recorded announcements short. The ACD-10 cannot answer additional calls while any announcement is playing. 1. Local Step 1. Plug the supplied carbon handset into the REC/MON jack or plug a tape player into the TAPE IN jack (see diagram ).

  • Page 4: Quick Programming Guide

    The time in seconds a call waits on hold between hearing the pacifier announcement can be programmed from 1 second (enter 001) to 250 seconds (enter 250). Enter 000 to disable the pacifier message (see example below). To Program the ACD-10... Step 1 - See Programming section D Step 2 - Enter Digits ...to a pacifier delay time of 90 seconds...

  • Page 5: Time And Date

    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.
  • Page 6 E. RS-232 Call Statistics Output The ACD-10 can output call statistics to a PC or serial printer through its RS-232 serial port. The ACD-10 logs the date of call, time of call, line number of call, time the caller was on hold, agent that handled call, and type of call (see Cal Type Codes below).
  • Page 7 Connect your PC to the serial port of the ACD-10. From the PC, start the communications software and open the profile you created. Call records will appear as they are sent via the serial port by the ACD-10. Note that it is pos- sible to minimize your communications software application so the PC can perform other functions while calls are being logged in the background.

  • Page 8: Installation

    A. ACD-10-EB Expansion Board 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 below to install the expansion board.

  • Page 9: Operation

    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/or subsidiaries assume no responsibility for errors and omissions contained in this information. Revisions of this document or new editions of it may be issued to incorporate such changes.

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