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.
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, 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.Applications
Features
???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
???Call centers
???Sales departments
???Field service departments
???Technical support departments
???Small businesses
Phone...715.386.8861
Specifications
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
Definitions
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 agent who???s calling.
Break Delay Time: The time an agent has after completing a call to ???catch their breath???.
Camp-On: Allows an agent to lock a call onto a station that is busy. When that stations becomes available, the call will ring it automatically.
Directed Call Pick-Up: An agent picks up another agent???s ringing or parked call.
Hunt Group: Distributes inbound calls so that Agent #10 receives the most calls. Agent #11 receives calls only if Agent #10 is busy, and so on;
Agent #15 is least likely to receive an inbound call.
MOH: (Music-On-Hold) The audio source that ???calls on hold??? hear while waiting for an available agent.
Night Mode: Calls are answered, given the ???Night??? announcement and dropped or not answered at all (selectable).
Ring Group: Rings all available agent???s phones and the first agent to pick up, gets the call.
Security Code: A six-digit number must be used to access the program- ming mode.
Supervised Transfer: To transfer a call to another agent by first convers- ing with the agent, then hang-up to give them the call.
UCD: (Uniform Call Distributor) Distributes inbound calls so that each agent receives approximately the same number of calls.
Installation
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.
display does not function properly, reverse polarity.
Bridged
Programming
C. Security Code
A six-digit number must be used to access the programming mode. The security code has been factory set to 845464 (V-I-K-I-N-G). It is recommended that you change the security code to a personal six-digit number as follows:
Step 1. Access programming as shown in section D below.
Step 2. Enter your new security code, followed by ???#47???.
Note: The security code must be six-digits in length and cannot contain a ??? or #.
D. Accessing the Programming Mode
Step 1. Call into line 10 using a Touch Tone phone.
Step 2. When answered by an attendant, enter a ???. If answered by the ACD-10, press and hold ??? until the message stops.
Step 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 ).
Step 2. Select the record mode by pressing the RECORD/ANSWER switch until the LED light indicates the record mode is selected (see diagram above)
Step 3. Select the announcement to be recorded (Answer Greeting, Pacifier or Night) by pressing the NIGHT/DAY(3)/ DAY(5) button until the LED indicates the desired announcement (see diagram above).
NIGHT - Night message (up to 60 seconds)
DAY(3) - Answer greeting message (up to 30 seconds) DAY(5) - Pacifier message (up to 10 seconds)
Step 4. Momentarily press the START switch and begin talking into the handset or press play on the tape player. A hand- set may be used to monitor.
Step 5. When finished recording, momentarily press the START switch. Playback is automatic.
Step 6. Record the remaining announcements by repeating steps 3-5.
Step 7. Place ACD-10 back into the answer mode when local recording is complete.
2. Remote
Step 1. Enter programming as shown in section D above.
Step 2. Enter ??? then 1,2 or 3 to record the (1) ???Pacifier???, (2) ???Greeting??? or (3) ???Night??? announcement.
Step 3. Wait for the tone, then begin recording.
Step 4. Press ???#??? to stop recording. Playback is automatic.
Step 5. Record the remaining announcements by repeating steps 2-4.
Step 6. Enter ??? then 4, 5 or 6 to review the (4) ???Pacifier???, (5) ???Greeting??? or (6) ???Night??? announcement again.
3.
Note: mm = Minutes, hh = Hours (24-hour), DD = Day, MM = Month, YY = Year
G. Pacifier Delay Time (factory set to 60 seconds)
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).
H. Break Delay Time (factory set to 15 seconds)
The time in seconds an agent has after completing a call to ???catch their breath??? and finish paper work before receiving another call.
Note: Camped-on calls will ring in immediately without a break delay time.
J. Remote Mode Selection
When in programming, one of the three answer modes may be selected.
K. Hold Alarm Time (factory set to 2 minutes)
The hold alarm time only needs to be set if the LM-24D Display Module is used for monitoring line and station activity. When a call is on hold for longer that the programmed hold alarm time, it will be displayed as a fast flashing line and the LM-24D will produce a warble tone. While in programming, enter 2 digits (representing the time in minutes) followed by #43.
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??? and the 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- tion ring limit is factory set to 10 rings. While in the programming mode, enter 2 digits (number of rings) followed by #44.
4.
M. Time and Date
The time and date only need to be set if the serial RS-232 port is used to collect detailed call activity data. This allows each call record to be stamped with the proper time and date. When in programming follow the steps shown at the right.
Operation
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 indicated by a custom double ring cadence.
2.UCD Protocol (Uniform Call Distributor) - The ACD-10 distributes inbound calls so that each agent receives approxi- 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 - The ACD-10 distributes inbound calls so that Agent #10 receives the most calls. Agent #11 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 - The ACD-10 will ring all available agent???s phones, the first agent to pick up, answers 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 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.
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:
While a station is marked as unavailable, stutter dial tone is given to that phone. From power-up, all the stations are automati- cally made unavailable, and do not appear on the optional LM-24 display. Use the station available code (see below) to acti- vate the required stations from power-up.
2. Station Available - To allow incoming and transferred calls to ring to that phone:
5.
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.
Note: If the station dialed is busy, you may camp-on the call by hanging up. If after conversing with the agent, it is decided that the transfer is no longer required, simply ask the agent to hang up, and the call will be instantly reconnected.
9. Conference - To conference another agent into an established call:
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). The ACD-10 features an internal clock/calendar that is used to date stamp each call record. After initial power-up, this internal clock must be set (see Programming section M to set time and date).
6.
1. Call Type Codes
a. Completed Call
This call type represents the normal procedure for call distribution in which an incoming call is assigned to an agent, agent and caller converse, and the call ends when both caller and agent hang up. Notice that in the example call records below, the last call record has an on hold time of 00:00:00, or no time. This indicates that the agent picked up the call before the ACD-10 answered (before the ring delay had been met) so that no hold time was accumulated.
b. Abandoned Call
An abandoned call record is generated when a caller on hold in the ACD-10 system hangs up before an agent can get to the call. This statistic is particularly useful in determining staffing needs; a relatively large number of abandoned calls would indicate that there are not enough agents to handle incoming calls in a timely fashion.
c. Transferred Call
This call type is produced when a call is transferred from one agent to another. The time that the caller has been on hold and the time the first agent spent on the call are logged in this call record. Note that it is possi- ble to determine which agent the call was transferred to by looking for the next appearance of the line number of the call in subsequent call records. One or more lines down in the call records the line number appears again, with the ON HOLD column blank, the new agent number indicated and the call type logged as COMPL. In this way it is possible to trace a transferred call from start to finish.
d. Outbound Call
With this call type the ACD-10 logs the time and line number of outbound calls made by agents.
2. PC Operation and Configuration
Important: Viking Electronics will NOT support computer software or hardware problems. If you experience these problems, research your hardware and/or software instruction manuals or contact the manufacturer???s technical support department.
Start your communication software. ???Hyperterminal??? is the commu- nication software supplied with all Windows 32-bit operating sys- tems. Configure a profile called ???ACD-10??? as shown to the right.
Save your settings. This will allow you to retrieve your settings whenever you wish to download the ACD-10 data without having to manually set the parameters each time.
Communication Software Configuration
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.
3. Printer Operation and Configuration
Important: Viking Electronics will NOT support computer software or hardware problems. If you experience these problems, research your hardware and/or software instruction manuals or contact the manufacturer???s technical support department.
Connect your serial printer to the RS-232 port of the ACD-10 and configure your printer as shown to the right.
4.Output Formats
a. Tab Delimited ASCII Text Format (enter ??????2 while in Programming)
Serial Printer Configuration
This format is used when call records are to be stored and processed using spreadsheet or database software. The ACD-10 sends the call records to the serial port of a PC with the data fields delimited by ASCII tab char- acters, where they are stored temporarily by communications software such as HyperTerminal. The user then periodically retrieves the call records and imports them into existing spreadsheet or database files for storage or processing.
b. Space Delimited ASCII Text Format (enter ??????3 while in Programming)
This format is used if it is preferred or necessary for the ACD-10 to send call records with the data fields delim- ited by ASCII space characters rather than tabs.
c. Column Text Format (enter ??????4 while in Programming)
This format is best for use with a printer or PC set up to print or display the call records to the screen as they are generated.
7.
Options
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.
1. Installation
2. Station Activation
To Activate Stations 16 - 19...
3. Programming
Programming of the ACD-10 remains unchanged with the addition of the ACD- 10-EB except for the ???Transfer Only??? feature shunts available on the ACD-10- EB board. Remove the shunt to activate the ???Transfer Only??? feature for that associated station.
? Need More Information on the LM-24D?
Call (715) 386-4345 and select 670.
4. Operation
The addition of the ACD-10-EB board allows the ACD-10 to be expanded from 6 to 10 stations, bringing into serv- ice stations 16, 17, 18 and 19. Normal operation of the ACD-10 remains unchanged. If the ???Transfer Only??? shunt is removed, that associated station (when activated) allows only transferred calls to ring through. These can be in the form of blind transfers, supervised transfers, intercom calls, conference calls and camp-on call transfers. Since having the shunt removed prevents incoming calls from ringing through, that station can be used as a tie- line to transfer calls to another phone system, or be used by manager, billing agents or any other personnel that should not get inbound calls, but is available to receive calls transferred from any agent.
Note: The ???Transfer Only??? station feature is not available in the ring group protocol.
B. Optional LM-24D Display
The LM-24D will display the mode in which the ACD-10 is operating in. Also, ringing calls or calls on hold waiting for an agent appear as a fast flashing lamp. Calls on hold longer than the programmable hold alarm time will flash and war- ble. Once a call is answered by an agent, it will appear as a solid line lamp.
Stations never put into service (made available) from system power-up will stay dark. Stations that are in-use or ringing are displayed as a solid lamp. Stations made unavailable will appear as a lamp that winked off every few seconds.
Note: See the diagram at the right for display layout.
VIKING?? LINE STATUS MONITOR LM-24D
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.
