Viking ACD-10 Technical Practice

Can Afford a Fully Featured Call Distributor PPhhoonnee......771155..338866..88886611 hhttttpp::////wwwwww..vviikkiinnggeelleeccttrroonniiccss..ccoom m • 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 and 3-way calling • Night mode • Local and remote programming and recording • Detects and regenerates CPC signals • Direct 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/13.8V AC 1.25A, 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 Message Lengths: Day - 30 seconds, Night - 60 seconds, Pacifier - 10 seconds Sampling Rate: 64K (equivalent) Connections: (1) RJ-21X female jack, (2) 3.5mm (1/8”) audio jacks, (1) carbon handset jack, (1) 9-pin RS-232 jack PPrraaccttiiccee TTEELLEECCO OM M SSO OLLUUTTIIO ONNSS FFO ORR TTHHEE 2211SSTT CCEENNTTUURRYY TECHNICAL TECHNICAL FFeeaattuurreess SSppeecciiffiiccaattiioonnss 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, intercom, 3- way calling, as well as a RS-232 call statistics output. • Call centers • Sales departments • Field service departments • Technical support departments • Small businesses AApppplliiccaattiioonnss iinnffoo@ @vviikkiinnggeelleeccttrroonniiccss..ccoom m PRELIMINARY ACD-10 ACD-10 Automatic Call Distributor August 1, 2001

agent so that agents are more likely to get a similar amount of “break” time. UCD: Distributes inbound calls so that each agent receives approximately the same number of calls. Hunt Group: Distributes inbound calls so that Agent #10 receives the most calls. Agent #11 receives calls only if Agent #10 is busy, on so up the line so that Agent #15 is least likely to receive an inbound call. Ring Group: Rings all available agent’s phones and the first agent to pick up, gets the call. Night Mode: Calls are answered, given the “Night” announce- ment and dropped. SERIAL PORT (RS-232) PAGING OUT MOH IN BACKGROUND MUSIC IN Viking Electronics, Inc. Hudson, WI 54016 POWER 13.8VAC RJ-21X LINE IN/STATION OUT Punchdown Terminal� Block with Split Center� � Siemans # 566B3-50� Marconi # R66B3-50 Remote Night Mode Switch Computer For Statistics Background Music Source MODEL M15W TONE CONTROL PAGING VOLUME VIKING� ELECTRONICS� HUDSON WI 54016 LOW HIGH MIN MAX PAGING� POWER AMPLIFIER POWER 13.8VAC POWER� LED OUTPUT INPUTS 15 WATT� AMPLIFIER 600� OHM 8 OHM 1 2 3 4 5 6 7 8 ©� VIKING Optional Paging System (M15W shown, not included) VIKING©� MODEL DVA-2WA VIKING� ELECTRONICS� HUDSON, WI 54016 DIGITAL ANNOUNCER� WITH 2 WATT AMPLIFIER POWER 12V DC STATUS LED AUX. AUDIO� INPUT/MOH RECORD AUDIO� INPUT (MIC/TAPE) HANDSET� REC/MONITOR DEFAULT MSG. MESSAGE REPEAT� DELAY TIMES 1 2 3 4 REMOTE TRIGGER� (STRAP TO REPEAT) 1 2 SPEAKER� OUTPUT 3 4 600 OHM AUDIO� OUTPUT MASTER� VOLUME AUX. AUDIO� VOLUME MIN MAX MIN MAX Optional Music/Promotion On Hold Source (DVA-2WA shown, not included) 6 Agent Stations (expandable to 10) C.O. Lines 1-10 RJ21X Male Jack (not included) Rear View of the ACD-10 Paging Horn (25AE shown, not included) 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 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) LINE 1� NIGHT MODE� LINE 9� LINE 7� LINE 5� LINE 3� LINE 2� DAY (3) MODE� LINE 10� LINE 8� LINE 6� LINE 4� STATION 10� DAY (5) MODE� STATION 18� STATION 16� STATION 14� STATION 12� STATION 11� PROGRAMMING� STATION 19� STATION 17� STATION 15� STATION 13� VIKING©� LINE STATUS MONITOR LM-24D� Bridged Security Code: A six-digit number must be used to access the programming mode. IInnssttaallllaattiioonn

a. Plug a carbon handset into the REC/MON jack or plug a tape player into the TAPE IN jack. b. Select the record mode by pressing the OFF/RECORD/ANSWER switch until the LED light indicates the record mode is selected. c. Select the announcement to be recorded (Answer Greeting, Pacifier or Night) by pressing NIGHT/DAY(3)/DAY(5) button until the LED indicates the desired announcement. NIGHT - Night message (up to 60 seconds) DAY(3) - Answer greeting message (up to 30 seconds) DAY(5) - Pacifier message (up to 10 seconds) d. Momentarily press the START switch and begin talking into the handset or press play on the tape player. e. When finished recording, momentarily press the START switch. Playback is automatic. f. Record the remaining announcements by repeating steps 3-5. 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 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 are answered when in the “night mode”. 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 PPrrooggrraam mm miinngg 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: 1. Access programming as shown in section D. 2. Enter you new security code, followed by “#47”. Note: The security code must be six-digits in length and cannot contain a ✱ or #. D. Access Programming To access programming, call into line 10 using a Touch Tone phone. When answered enter a ✱ followed by your six digit security code. A double beep will indicate that programming has been entered. VIKING©� MODEL ACD-10 AUTOMATED CALL� DISTRIBUTOR ACTIVE STATIONS NIGHT� DAY (3)� DAY (5) RECORD� ANSWER 10 11 12 13 14 15 16 17 18 19 ANNOUNCER� VOLUME MOH� VOLUME TAPE IN REC / MON START MODES 1 2 3 4 Station "In-Use" Indicators� Answer Mode Indicators� Answer Mode Selector� ?? Indicators� ?? Selector Music-On-Hold Volume Control� Carbon Handset Jack� Tape/CD/Sound card Input� Announcement Volume Control� Start Button� Start Indicator? B. DIP Switch Programming 1. Local While in programming the 3 different announcements may be recorded and played back. a. Enter ✱ then 1,2 or 3 to record the (1) “Pacifier”, (2) “Greeting” or (3) “Night” announcement. b. Wait for the tone, then begin recording. c. Press “#” to stop recording. Playback is automatic. d. Enter ✱ then 4, 5 or 6 to review the (4) “Pacifier”, (5) “Greeting” or (6) “Night” announcement again. 2. Remote VIKING©� MODEL ACD-10 AUTOMATED CALL� DISTRIBUTOR ACTIVE STATIONS 10 11 12 13 14 15 16 17 18 19 MODES 1 2 3 4 MODES 1 2 3 4

The time in seconds a call waits on hold between hearing the pacifier announcement can be programmed from 1 (enter 001) to 250 seconds. When in programming, enter 3 digits (representing the time in seconds) followed by #41. If the pacifier announcement is not to be used enter 000 #41, to disable. 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. Can be programmed from 0 (enter 000) to 250 (enter 250) seconds. When in programming enter 3 dig- its (representing the time in seconds) followed by #42. F. Quick Programming Guide Enter Digits then Memory Location J. Remote Mode Selection When in programming, one of the three answer modes may be selected. Enter ✱ then 7, 8 or 9 to place the ACD-10 into the (7) “DAY(5)”, (8) “DAY(3)” or (9) “NIGHT” mode. Note: hh = Hours (24-hour), mm = Minutes, DD = Day, MM = Month, YY = Year Security code (factory set to 845464) ..................................................................................... Pacifier delay time in seconds (000-250, factory set to 60 seconds) ...................................... Breathe delay time in seconds (000-250, factory set to 15 seconds) ...................................... Hold alarm time, in minutes (factory set to 2 minutes) ............................................................ Station ring limit (factory set to 10 rings) ................................................................................. Set all programming features to factory settings .................................................................... Set station 10 to answering machine mode (must have expansion board installed) ............... Remove station 10 from answering machine mode ................................................................ Record pacifier on hold announcement .................................................................................. Record answer announcement .............................................................................................. Record night announcement .................................................................................................. Playback pacifier announcement ........................................................................................... Playback answer announcement ........................................................................................... Playback night announcement ............................................................................................... Select standard day (5) mode ................................................................................................ Select standard day (3) mode ................................................................................................ Select night mode .................................................................................................................. Set the time and date (see note below) ................................................................................. 6 digits 3 digits 3 digits 2 digits 2 digits ### ✱✱1 ✱✱0 ✱1 ✱2 ✱3 ✱4 ✱5 ✱6 ✱7 ✱8 ✱9 hhmmDDMMYY then #42 then then then then then #47 #41 #42 #43 #44 K. Hold Alarm Time 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 progromming, enter 2 digits (representing the time in minutes) fol- lowed by #43. L. Station Ring Limit If a station rings (inbound C.O. call) without being answered before the ring limit is met, then the station will be marked “unabvailable” 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 station ring limit is factory set to 10 rings. When in programming, enter 2 digits (repre- senting the number of rings) followed by #44. M. Time and Date The time and date only need to be set if the serial RS-232 port is used to connect detailed call activity data. This allows each call record to be stamped with the proper time and date. When in programming follow the steps below: 1. Enter 2 digits representing the hour (24-hour): “hh”. 2. Enter 2 digits for the minutes: “mm”. 3. Enter 2 digits for the date: “DD”. 4. Enter 2 digits for the month: “MM”. 5. Enter 2 digits for the year: “YY”. 6. Enter #42.

a similar amount of “break” time. Calls answered by the ACD-10 will be indicated by a custom double ring cadence. 1. ACD Protocol (Automatic Call Distributor) The ACD-10 distributes inbound calls so that each agent receives approximately the same number of calls. Calls answered by the ACD-10 will be indicated by a custom double ring candence. 2. UCD Protocol (Uniform Call Distributor) The ACD-10 distributes inbound calls so that Agent #10 receives the most calls. Agent #11 receives calls only if Agent #10 is busy, on so 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. 3. Hunt Group Protocol The ACD-10 will ring all available agent’s phones and the first agent to pick up, gets the call. 4. Ring Group Protocol 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 the agents based on on the above selected protocols (above). Agent’s phones will ring in a standard candence 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 dou- ble 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 agent’s based on one of the selected protocols. 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 OFF). Alternatively, in the NIGHT mode, no calls are answered (DIP switch 4 ON). D. Station Features 1. Station Unavailable - Come off hook and enter “681” to prevent incoming C.O. calls from ringing that phone. While a station is marked as unavailable, stutter dialtone is given to that phone. The station will receive internal calls. 2. Station Available - Come off hook and enter “682” to allow incoming calls to ring to that phone. 3. Direct Call Pick Up - Come off hook and enter “#” plus the agent station number (10-15) to pick up that particular agent’s ringing phone. 4. Paging - Come off hook and dial “56” and speak into the handset to page. 5. Intercom - Come off hook and dial the agent station number (10-15). 6. Transfer - To transfer a call to another agent: flash, dial the station number (10-15), wait for ringing, hang up. 7. Conference - To conference another agent into an established call: a. Flash. b. Dial the agent’s station number (10-15). c. When the agent answers you may talk, then flash again to bring the call in the conference. 8. Outside Line - Dial “9” to gain access to an outside line. 9. Direct Trunk Access - Dial “8” plus the line number (01 - 10) to directly access that trunk. 10. Transfer Out of System - When on a call, flash, wait for dial tone, then dial “✱” to produce a flash on the outside line. This allows agents to use Centrex or PABX 3-way calling/transfer features external to the ACD-10. E. RS-232 Call Statistics Output

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. Fax Back Doc 085 ZF301580 Rev 6 Printed in the U.S.A. PPrroodduucctt SSuuppppoorrtt LLiinnee......771155..338866..88666666 FFaaxx BBaacckk LLiinnee......771155..338866..44334455 AApppplliiccaattiioonnss The LM24D 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 flashing lamp. Calls on hold longer than the programmable hold alarm time will fast flash and warble. 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 winks off ever few seconds. Note: See diagram (right) for display layout. For more information regarding the LM-24D, retrieve Fax Back Document 670. A. Using the ACD-10 with the LM-24D The DVA-2WA is a digital announcer with a built in 2 watt amplifier. Designed to provide music and promotion on hold, the DVA-2WA can playback in a continuous loop or alternate between promotions and an auxiliary music source in timed inter- vals. Any number of multiple messages may be recorded. The announcer comes with four professionally pre-recorded promotion on hold messages, a power supply and cabling for an easy plug and play installation. The DVA-2WA’s non-volatile memory eliminates the need for batteries or costly built in tape decks. For more information regarding the DVA-2WA, retrieve Fax Back Document 110. B. Using the ACD-10 with the DVA-2WA Viking offers a complete line of amplifiers and accessories to add paging and other valuable features to your business sys- tem. Whether you need to provide loud ringing, zone, two- way or standard paging, alarm tones or clock controlled tones, Viking always provides you with “Telecom Solutions for the 21st Century!” C. Using the ACD-10 with Viking’s Paging Systems CPA-7B PA-2A M15W LINE 1� NIGHT MODE� LINE 9� LINE 7� LINE 5� LINE 3� LINE 2� DAY (3) MODE� LINE 10� LINE 8� LINE 6� LINE 4� STATION 10� DAY (5) MODE� STATION 18� STATION 16� STATION 14� STATION 12� STATION 11� PROGRAMMING� STATION 19� STATION 17� STATION 15� STATION 13� VIKING©� LINE STATUS MONITOR LM-24D� Product CPA-7B FBI-1A HF-3W M15W PA-2A PI-1 ZPI-4 Description Six-watt paging and loud ringing amplifier. Digital feedback eliminator, 16 seconds, expandable to 60 seconds. Handsfree talkback paging amplifier. Paging amplifier, 15 watts and 8 to 4 ohm load. Paging and loud ringing amplifier for multiple lines. Universal telecom and paging interface. Multi-zone paging interface, Touch Tone controlled, 70V signal. Fax # 455 465 470 481 485 490 499