Instruction/ maintenance manual of the product ACD-10 Viking
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Now Every Call Center and Small Business Can Af ford a Fully Featured Call Distributor P P h h o o n n e e . . . . . . 7 7 1 1 5 5 . . 3 3 8 8 6 6 . . 8 8 8 8 6 6 1 1 • ACD, UCD, hunt group and ring.
D D e e f f i i n n i i t t i i o o n n s s 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 T ransfer: T o transfer a call to another agent without telling the agent who’s calling.
Sw 1 OFF OFF ON ON n/a n/a n/a n/a Sw 2 OFF ON OFF ON n/a n/a n/a n/a Description ACD Operation UCD Operation Hunt Group Operation Ring Group Operation Normal mode: Answers call if agent does not answer within 3-5 rings (programmable). Call screening mode: Answers all calls and plays message before calls ring through to agent.
L. St ation Ring Limit If a station rings (inbound or transferred C.O. call) un-answered and the ring limit is met, the st ation 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.
O O p p e e r r a a t t i i o o n n 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.
E. RS-232 Call St atistics Output Code COMPL ABAND TRANS OUT DATE 09/07/01 09/07/01 09/07/01 09/07/01 09/07/01 TIME 10:22:16 AM 10:23:58 AM 10:24:45 AM 10:26:05 AM 10:27:01 AM LINE 01 01 01 01 02 ON-H.
Important: Viking Electronics will NOT support computer sof tware or hardware problems. If you experience these problems, research your hardware and/or software instruction manuals or cont act the manufacturer ’s technical support dep artment. S tart your communication sof tware.
8. O O p p t t i i o o n n s s The ACD-10 is expandable from 6 to 10 stations with the optional ACD-10-EB . In addition to gaining 4 more st ations, there is also the “T ransfer Only” station feature available on st ations 16, 17, 18 and/or 19. Follow the instructions below to install the exp ansion board.
Due to the dynamic nature of the product design, the information contained in this document is subject to change without notice. Viking Electronics, and it s affiliates and/or subsidiaries assume no responsibility for errors and omissions contained in this information.
An important point after buying a device Viking ACD-10 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Viking ACD-10 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Viking ACD-10 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Viking ACD-10 you will learn all the available features of the product, as well as information on its operation. The information that you get Viking ACD-10 will certainly help you make a decision on the purchase.
If you already are a holder of Viking ACD-10, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Viking ACD-10.
However, one of the most important roles played by the user manual is to help in solving problems with Viking ACD-10. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Viking ACD-10 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
