Viking DVA-1002 Guide

Digital Voice

Digital Voice

Announcers

Announcers

Buyers’ Guide

Buyers’ Guide

The most comprehensive source

The most comprehensive source

for all of Vikings’ Announcement Systems

for all of Vikings’ Announcement Systems

Handle

more calls on

existing lines!

Model DVA-2W

Model DVA-3003

Model DVA-1003B

Model DVA-1002

Model DVA-500A

Model DVA-LP

Provided by

VIKING ELECTRONICS

Hudson,WI 54016 • [phone]

[e-mail]

Visit Our Web Site: http://www.VikingElectronics.com

Model K-2000-DVA

Telecom Solutions for the 21st Centur y

Digital V oice Announcers – That’ s right, they’ re
everywhere

You can hardly make a phone call these days without hearing a recording of
some kind.Voice Announcers give you show times at the movie theater and
school closing information. They tell your customers that they’ve called after
hours. They even play promotional messages or custom music while the caller
is on hold. The bottom line is that all types of organizations are making a
conscious change away from costly live answering,especially in applications
where the majority of callers are seeking routine information. During peak
business hours,live answering means extra staffing,extra cost and lost calls
from customers who don’t like to wait for more than 4 rings.Voice
announcers,digital voice announcers in particular,can answer more routine
calls per hour than most live company operators.

Digital announcers are no longer limited to large organizations.Today, digital
announcers have a place in every office , even small office/home office (SOHO).
For example,when used with a 2-line call sequencer (Viking TMS-2),2 line
music on hold adapter (Viking MOH-2L) or single line phone system (Viking
TS-1) a digital announcer can give the caller different messages at timed
intervals.That keeps them on line and assures them that they have not been
forgotten.Some companies introduce new products this way, while others offer
daily, even hourly specials to keep their customers up-to-the-minute. It’s a great
way to rack up additional sales.

Even music on hold,which usually consists of a radio hooked into the phone
system,has given way to custom recorded music combined with periodic voice
messages.

These are all good reasons to add a Digital Voice Announcer to your phone
system.But which one is right for you? What features should you look for? This
booklet will give you all the information you need to make an informed choice.

Obviously we would like you to purchase a VIKING brand Digital Voice
Announcer. However,the information contained in this booklet will help you
no matter whose product you buy.

Getting to Know the
Technology

We’re well into the digital age and that
means the end of tape and drum
recorders.Broken tapes,rewind cycles,
and periodic cleaning are headaches that,
thankfully, you don’t have to worry about
anymore.By storing your voice messages
and background music as digital data,you
eliminate all the problems associated with
mechanical systems.Today’s digital
announcers are also far more intelligent,
offer you more features, and are easier to
use and reprogram.Before you start shopping for a digital announcer, become
familiar with these features and terms.

1

Memories are made of this

All digital voice announcers come equipped with a base amount of message
storage capacity. Manufacturers rate their equipment in terms of the length of
message it can store.Some manufacturers make memor y expansion kits
available to increase the storage capacity of their devices. For example, the
Viking DVA-500A comes from the factory with 16 seconds of message storage.
However,with the addition of a memor y module you can increase the message
length to a full minute. Memory expansion is an important feature to look for,
since many users find additional uses for their announcers once they are
installed.

Sixteen seconds is enough time to record basic information such as business
hours and phone system announcements such as “Thank you for calling.Your
call will be taken by the next available agent.” However,longer announcements,
such as weather conditions,school closings,bank and commodity rates,and
movie listings and times,usually require additional memory.

In addition to memory size, memory volatility is another consideration. Most
Viking Digital Announcers come equipped with non-volatile memory or
ERAM–memory that will not dissipate during power failures.Volatile memory
DRAM requires a backup battery to avoid re-recording the message after a
power interruption.While ERAM is the more preferred type,it is also more
expensive.

What’s the Protocol?

Protocol is an issue that sounds more intimidating than it really is. You know
that home answering machines activate when they detect an incoming ring.This
is known as “Ring Trip” activation.

However,if your organization has a phone system such as a PABX,ring trip
may not work well.That’s because many Key systems,Hybrid Key, and PABX
systems intercept the ringing voltage from the phone company and then
activate the voice announcer with a separate set of wires and a pattern of
commands. The wiring sequence and pattern of coded commands are known
as the Protocol and E & M Interface.Unfortunately, each phone system
manufacturer employs a different wiring and triggering pattern for their E & M
Interface.That means the voice announcer you select must be compatible with
your phone system.Many of Viking’s announcers include 16 Protocols – enough
to work with the majority of phone systems on the market today.

What’s the Hang-up?

A voice announcer that cannot detect caller hang-up is an announcer that is
wasting your telephone resources.Why keep playing the message and tying up
your phone line long after the hang-up? You want a voice announcer that is
equipped with disconnect sensing. This is known as Calling Party Control
(CPC). All Viking announcers except the DVA-1002 are equipped to detect the
CPC disconnect signal generated by the phone company. With CPC detection,
if a caller hangs up 8 seconds into your 1 minute message,the announcer will
stop,recycle,and be ready for the next call. Digital recycling is immediate – no
time-outs,no rewind.CPC detection helps you handle the highest number of
calls per hour.

2

Channels and Ports

8 seconds Hang up detect & reset Ready for the next call

You’ve reached the
Widget Company after
hours. If this is an em...

Armstrong
Elementary

Plymouth

Middle School

Baha

High School

District PABX

Armstrong
Elementary School will
be closed today due to

the weather.

Baha Senior

High School will

start three hours late

today due to road

conditions.

Plymouth Middle

School will start

two hours late

today due to road

conditions.

A multi-channel voice announcer can answer more than one line at a time.A
three channel announcer,for example,can simultaneously dispense three
different messages to three different lines, the same message to three different
lines,or a combination of the two.The key feature of a multi-channel
announcer is its ability to run all three channels at the same time.If you
anticipate a high volume of incoming traffic,a multi-channel announcer is the
perfect choice.

A multi-port announcer, on the other hand, can record and play several
messages,but it cannot play them at the same time.The Viking model DVA­1002,for example,will hold two messages.Many businesses use the DVA-1002
to provide a day message and a night message. Most phone systems offer a
night mode feature that transfers incoming calls to a different extension after
hours.A single channel multiple port announcer is a cost efficient alternative to
a multi-channel device in many applications.

Message Recording

If you’ve always wanted to get into broadcasting,the digital voice announcer
may offer you your first break.Grab a standard carbon handset,push the
record button,belt out your pitch, and hope that the caller has a side job as a
talent scout.However,if you’re like most people, you’ll have to find a willing

3

voice-friendly employee or hire professional talent to record your message.

Due to the storm

damage we cannot answer

your call at this number.

Please dial 344-9765.

Call into

announcer.

Enter Security

Code.

Then record

new message.

Hiring professional talent means that your digital announcer must be equipped
with a tape jack to facilitate downloading from a tape recorder.The tape jack
method preserves the high quality of your recording and eliminates the
background noise and distortion created by playing a tape recording into a
regular handset.Most tape jacks also accept a microphone.

Look for an announcer/recorder with a volume level indicator or Automatic
Gain Control (AGC) to ensure proper playback volume and prevent distortion.

Another valuable feature to consider is remote record capability.This
feature gives you the ability to call into the voice announcer and change your
message from any location.Just enter your security code and follow the
remote record sequence.Your new message will begin on the very next call.

If you need a multi-channel announcer and you intend to use the same

message on all channels,look for a model that allows you to record on all
three channels at the same time.It will save you lots of time.

Whichever record method you choose, make sure that your announcer has
an automatic message length feature. That allows you to record less than your
announcer’s maximum message length and use only that recorded portion as
your announcement.The announcer will ignore the unused portion, giving you
faster call turnaround.

Ring Delay

Just as the term implies,if you intend to use your announcer in the ring trip
mode, choose a model that allows you to select the number of rings the
announcer receives before it answers.

Message Repeat and Timed Intervals

Most users want the flexibility of programming different playback options.
Continuous playback gives callers additional opportunities to hear information
they may not have heard on the prior playback.It also eliminates repeat
callbacks from callers who may have missed information from the prior call.

Timed interval playback gives you the option of interjecting promotional
messages over music for callers on hold.(Available on the DVA-2W only)

4

Please continue to

hold. Your call is

important to us.

While you wait

you’ll want to hear about

our monthly specials...

3 Rings

Call is answered then

placed on hold.

Music on hold

Play Message #1

(15 seconds later)

Go to

Music on hold

Play Message #2

(30 seconds later)

Go to

Messages such as,“Please stay on the line,the next available agent will be
with you shortly,” or “We appreciate your patience,” can be played along with
custom music on hold to create a friendly environment during peak call
periods.

Transfer After Announcement

This feature allows the caller to stay on the line after the completion of the
announcement and be transferred to another extension or line.Without
transfer,you run the risk of losing a potential caller because they have not
heard the answer to their specific question during the announcement.

Who Needs it and How Would I Use it?

Organizations that use Automated Call Distributors, Universal Call
Distributors,Automated Attendants, and Call Sequencers usually require a
voice announcer. The only question is which model is correct for their
application. The charts on the following pages help you select the appropriate

model.

NEW

Alarm Dialer/Announcer

The K-2000-DVA combines the best features of a multi-channel digital
announcer with the convenience of a multi-number dialer.In dialer/announcer
mode, the K-2000-DVA activates from a contact closure on any of its 8 dr y­contact inputs.Each of the 8 inputs can store 8 different phone numbers in
memory.Upon activation, the K-2000-DVA dials each of the 8 phone
numbers and plays the assigned digital message to each of the called parties.
The K-2000-DVA is the perfect choice for notifying personnel in the event of
emergencies such as fire,break-in,system trouble or shut-down, high or low
temperature conditions,gas leaks,etc.In addition to digital voice notification,
each of the 8 inputs can dial and communicate with a pager,allowing the user
to program up to 32 dialing and data digits.

The K-2000-DVA can also be programmed to operate in broadcast mode,
where a contact closure on any of the 8 inputs activates an input-specific
digital message for broadcast over a PA system. Applications include routine
department paging for retail stores,as well as broadcasting critical alert
messages to personnel and customers during emergency situations such as
bomb threats,chemical spills,gas leaks,and all weather related emergency
situations. As terrorist threats become a reality,prompt notification is
becoming a necessity.The K-2000-DVA allows business owners to plan ahead
to provide for the safety of personnel and customers.

5

Here are some examples of other uses for digital voice
announcers:

Theatres, “Tonight at 8:00 our feature is”
Sports arenas “Saturday is bat day”
Civic Centers “The Home and Garden show starts...
Charities,non-profits,clubs,etc .“This Sunday’s walk to raise money starts at...”
Churches “Our Wednesday night speaker will be”
Banks and brokerage “Today’s interest rate is...”
Travel Agents “Our travel specials this week are”
Art Galleries “Our current exhibit is”
Museums “Our hours are...The display you are viewing”
Insurance companies “If your car was damaged in the recent storm...”
Government Parks and Recreation “The 4th of July celebration will begin at...”
Campgrounds “We have no vacancies on “
Casinos “Appearing this week
Medical clinics “clinic hours are..., if this is an emergency call 911”
Employment Agencies “This weeks job postings are”

If you want to: You need

Record multiple messages and play them in order DVA-2W
when the caller is on hold

Record multiple messages and play them in order DVA-2W
at timed intervals when the caller is on hold

Repeat message until DVA-500B,DVA-1003B,DVA-3003
caller hangs up (requires CPC)

Transfer the call to another extension DVA-500A,DVA-1003B,DVA-3003
after playing the message

Activate the message with a DVA-2W
contact closure

Activate the message with DVA-500A,DVA-1003B,DVA-3003
programmable ring delay

Have full operation during power outages DVA-LP
without batteries (ring trip applications only)

Record messages from a remote phone DVA-500A,DVA-1003B,

DVA-3003,DVA-LP

Record a day message and a night message DVA-1002
and play from different ports

If you are:

A large organization that must dispense DVA-3003,DVA-1003B
information to a large number of callers

6

Which Viking Digital Announcer is Right for You?

3 Channel Digital Announcers 2 Models

Factory Message

Length Expandable

Model # Per Channel to Record Capabilities

DVA-1003B 16 seconds 1 minute Remote Local 1 Message/Channel Must record each channel individually

DVA-3003 1 minute 4 minutes* Remote Local 1 Message/Channel Record individually or all 3 at once

Model # Memory Answering Protocols Other Features Power

DVA-1003B Non-volatile 16 E&M Ring Trip Ring Delay CPC Disconnect Transfer after announcement 120V AC/48V DC

DVA-3003 Non-volatile 16 E&M Ring Trip Ring Delay CPC Disconnect Transfer after announcement 120V AC/48V DC

*The DVA-3003 can be converted to a single channel announcer with an extended message length of up to 12 minutes.

Both models can be programmed to play messages once or continuously.

7

8

Single Channel Digital Voice Announcers

Factory Message

Length Expandable

Model # Per Channel to # of Ports Record Capabilities

DVA-500A 16 seconds 1 minute 1 Remote Local –

DVA-1002 32 seconds – 2 – Local Two Messages

DVA-LP 16 seconds – 1 Remote – –

DVA-2W 1 minute 4 minutes 1 – Local Multiple Messages*

Model # Memory Answering Protocols Other Features

DVA-500A Non-volatile 16 E&M Ring Trip Ring Delay CPC Disconnect Transfer –

DVA-1002 Volatile 3 E&M Ring Trip – – – Ni-cad for memory

DVA-LP Non-volatile – Ring Trip – CPC Disconnect – Fully Line powered

DVA-2W Non-volatile – – Contact Closure* CPC Disconnect* – AC power only

†

The DVA-1002 will play two different messages, but can only play one at a time.Port #1 provides ring trip or E&M Protocol.Port #2 provides

ring trip only. Port #2 is commonly used for night answer applications to play an after hours message.

*The DVA-2W requires the RAD-1 (and “MSG-MOD” software) to provide ring trip and CPC disconnect features. It can also provide on-demand
operation by contact closure.The DVA-2W includes 2 watts of amplification and can be programmed to provide multiple messages that fade in
and out over background music at 15,30, and 60 second delay periods.

†

Viking’s Professional Digital Announcers

Model: DVA-LP

Line powered digital voice announcer

Fax back document No.128

Model: K-2000-DVA

Multi-Input V oice Dialer Announcer

Fax back document No.303

Model: DVA-1002

2 Port digital voice announcer

Fax back document No.120

Model: DVA-1003B

3 channel,non-volatile digital voice announcer

Fax back document No.125

Model: DVA-2W

Promotion on hold announcer

1 to 4* minutes

Fax back document No.128

Model: DVA-500A

1 Channel,non-volatile digital

voice announcer

Fax back document No.115

Model: DVA-3003

3 channel,1 to 12* minute

digital voice announcer

Fax back document No.127

VIKING©

Telecom Solutions for the 21st Century

Fax Back:[phone]

Sales:[phone] • Fax: [phone]

http://www.VikingElectronics.com

*Basic unit can be expanded from

1 minute to 2,3,or 4 minutes

per channel using ERAM-60 on

eminute memory expansion kits.

Model: ERAM-60

Fax back document No.130