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ACD-10
ACD-10
TECHNICAL
TECHNICAL
Automatic Call
Distributor
Practice
Practice
April 16, 2002
TELECOM SOLUTIONS FOR THE 21ST CENTURY
TELECOM SOLUTIONS FOR THE 21ST CENTURY
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
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Definitions Definitions ACD: (Automatic Call Distributor) Distributes inbound calls to the next Agent #15 is least likely to receive an inbound call. available or longest idle agent so that agents are more likely to get a simi- MOH: (Music-On-Hold) The audio source that “calls on hold” hear while lar amount of “break” delay time. waiting for an available agent. Blind Transfer: To transfer a call to another agent without telling the agent Night Mode: Calls are answered, given the “Night” announc
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Programming Programming MODEL ACD-10 VIKING© NIGHT REC / MON DAY (3) TAPE IN AUTOMATED CALL MODES RECORD DAY (5) ANSWER START DISTRIBUTOR ACTIVE STATIONS ANNOUNCER MOH VOLUME VOLUME 1 2 3 4 10 11 12 13 14 15 16 17 18 19 Station "In-Use" Indicators Music-On-Hold Volume Control Answer Mode Indicators Carbon Handset Jack Answer Mode Selector Tape/CD/Sound card Input Local Record Indicators Announcement Volume Control Local Record Selector Start/Stop Record/Play Button Start Indicator B. DIP Switch
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Enter Memory then Digits Location F. Quick Programming Guide Security code (factory set to 845464) ..................................................................................... 6 digits then #47 Pacifier delay time in seconds (000-250, factory set to 60 seconds) ...................................... 3 digits then #41 Break delay time in seconds (000-250, factory set to 15 seconds) ......................................... 3 digits then #42 Hold alarm time, in minutes (00-99, factory se
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M. Time and Date To Program the Date and Time of the ACD-10... Enter Digits: The time and date only need to be Minutes (mm) 2 digits (00 - 59) set if the serial RS-232 port is used Hours (hh) Note: 24 hour clock. 2 digits (00 - 24) to collect detailed call activity data. Date (DD) 2 digits (01 - 31) This allows each call record to be 2 digits (1 - 12) Month (MM) stamped with the proper time and 2 digits (01 - 99) Year (YY) date. When in programming follow m m h h D D M M Y Y # 4 0 Enter string
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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 Step 2 Step 3 Go off-hook Enter “#” Enter agent’s station number (10-15) 4. Call Park - To place a call on hold, and busy out your phone: Step 1 Step 2 Step 3 Flash Enter “50” Hang up 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 a
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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 accumulat
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Options 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 Step 1. Power down the ACD-10. Step 2. Remove the ACD-10 cover using the supplied 3/32” hex key. Step 3. Snap the ACD-10-EB into place as shown below. Step 4. Sec
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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 p
