Viking ACD-10 User Manual
Now Every Call Center and Small Business
Can Afford a Fully Featured Call Distributor
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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
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
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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.
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 announcement, 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 calling, as well as a RS-232 call statistics
output.
ACD-10
ACD-10
Automatic Call
Distributor
April 16, 2002
• Call centers
• Sales departments
• Field service departments
• Technical support departments
• Small businesses
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ACD: (Automatic Call Distributor) Distributes inbound calls to the next
available or longest idle agent so that agents are more likely to get a similar 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;
Row 1
Stations
Station 10T
Station 10R
Station 11T
Station 11R
Station 12T
Station 12R
Station 13T
Station 13R
Station 14T
Station 14R
Station 15T
Station 15R
Station 16T
Station 16R
Station 17T
Station 17R
Station 18T
Station 18R
Station 19T
Station 19R
Not
Used
LM-24D T
LM-24D R
Row 2
ACD-10
26 W/BL
1 BL/W
27 W/O
2 O/W
28 W/G
3 G/W
29 W/BN
4 BN/W
30 W/S
5 S/W
31 R/BL
6 BL/R
32 R/O
7 O/R
33 R/G
8 G/R
34 R/BN
9 BN/R
35 R/S
10 S/R
36 BK/BL
11 BL/BK
37 BK/O
12 O/BK
Row 3
ACD-10
41 Y/BL
16 BL/Y
42 Y/O
17 O/Y
43 Y/G
18 G/Y
44 Y/BN
19 BN/Y
45 Y/S
20 S/Y
46 V/BL
21 BL/V
47 V/O
22 O/V
48 V/G
23 G/V
49 V/BN
24 BN/V
50 V/S
25 S/V
Row 4
CO Lines
Trunk 1T
Trunk 1R
Trunk 2T
Trunk 2R
Trunk 3T
Trunk 3R
Trunk 4T
Trunk 4R
Trunk 5T
Trunk 5R
Trunk 6T
Trunk 6R
Trunk 7T
Trunk 7R
Trunk 8T
Trunk 8R
Trunk 9T
Trunk 9R
Trunk 10T
Trunk 10R
Optional Expansion
Bridged
Optional LM-24D
Display (not included)
Bridged
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 programming mode.
Supervised Transfer: To transfer a call to another agent by first conversing 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.
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Important: This connection is polarity sensitive. If the
display does not function properly, reverse polarity.
Note: Trunk 10 must be
called directly to access
remote programming.
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.
!
2.
6 Agent Stations
(expandable to 10)
Punchdown Terminal
Block with Split Center
(not included)
Siemans # 566B3-50
Marconi # R66B3-50
RJ-21X
LINE IN/STATION OUT
MOH
RJ21X Male Jack
(not included)
C.O. Lines
1-10
NIGHT
POWER
MODE
13.8VAC
IN
Remote
Night
Mode
Switch
15V AC
Adapter
Included
SERIAL PORT
(RS-232)
PAGING
BACKGROUND
OUT
MUSIC IN
Background
Music Source
Optional
Paging System
(M15W not included,
Fax Back Doc 481)
Optional Music/Promotion
On Hold Source
(DVA-2WA not included,
Fax Back Doc 110)
VIKING©
For Statistics
Paging
LINE 1
LINE 3
LINE 5
LINE 7
LINE 9
NIGHT MODE
Viking Electronics, Inc.
Hudson, WI 54016
Computer
MODEL M15W
©
VIKING
TONE
CONTROL
LOW HIGH
POWER AMPLIFIER
POWER 13.8VAC
15 WATT
AMPLIFIER
POWER
LED
VIKING
MASTER
VOLUME
DIGITAL ANNOUNCER
MIN MAX MIN MAX
WITH 2 WATT AMPLIFIER
POWER 12V DC
RECORD AUDIO
INPUT (MIC/TAPE)
HANDSET
REC/MONITOR
LINE 2
LINE 4
LINE 6
LINE 8
LINE 10
DAY (3) MODE
LINE STATUS MONITOR LM-24D
VIKING
ELECTRONICS
HUDSON WI 54016
PAGING
OUTPUT
12345678
©
MODEL DVA-2WA
VIKING
ELECTRONICS
HUDSON, WI 54016
DEFAULT MSG.
MESSAGE REPEAT
DELAY TIMES
1234
STATUS LED
AUX. AUDIO
INPUT/MOH
PAGING
VOLUME
MIN MAX
INPUTS
600
OHM
AUX. AUDIO
VOLUME
REMOTE TRIGGER
(STRAP TO REPEAT)12SPEAKER
Rear View of
the ACD-10
8
OHM
OUTPUT
34
600 OHM AUDIO
OUTPUT
STATION 10
STATION 12
STATION 14
STATION 16
STATION 18
DAY (5) MODE
STATION 11
STATION 13
STATION 15
STATION 17
STATION 19
PROGRAMMING
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.
No calls answered in the “night mode”.
(line 10 will answer after 10 rings for remote programming)
Calls are answered, given the night announcement and dropped when in the “night mode”.
Sw 4
n/a
n/a
n/a
n/a
n/a
n/a
OFF
ON
Sw 3
n/a
n/a
n/a
n/a
OFF
ON
n/a
n/a
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E. Recording and Playback
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:
D. Accessing the Programming Mode
B. DIP Switch Programming
1. Local
2. Remote
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 #.
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.
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.
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: Keep recorded announcements short. The ACD-10 cannot answer additional calls while any announcement is playing.
VIKING©
AUTOMATED CALL
DISTRIBUTOR
Station "In-Use" Indicators
Answer Mode Indicators
Answer Mode Selector
Local Record Indicators
Local Record Selector
MODEL ACD-10
MODES
1 2 3 4
ACTIVE STATIONS
10 11 12 13 14 15 16 17 18 19
NIGHT
DAY (3)
DAY (5)
RECORD
ANSWER
START
ANNOUNCER
VOLUME
TAPE IN
REC / MON
MOH
VOLUME
Music-On-Hold Volume Control
Carbon Handset Jack
Tape/CD/Sound card Input
Announcement Volume Control
Start/Stop Record/Play Button
Start Indicator
VIKING©
AUTOMATED CALL
DISTRIBUTOR
MODEL ACD-10
MODES
1 2 3 4
ACTIVE STATIONS
10 11 12 13 14 15 16 17 18 19
MODES
1 2 3 4
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