Viking ACD-10 Instructions for use

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 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
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TECHNICAL
TECHNICAL
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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 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
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PRELIMINARY
ACD-10
ACD-10
Automatic Call
Distributor
August 1, 2001

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De ef fi in ni it ti io on ns s
ACD: Distributes inbound calls to the next available or longest idle
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
PunchdownTerminal
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
15WATT
AMPLIFIER 600
OHM 8
OHM
12345678
©
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 DELAYTIMES
1234
REMOTETRIGGER (STRAP TOREPEAT)
12
SPEAKER OUTPUT
34
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)
RearView 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.
I
In ns st ta al ll la at ti io on n

The three different announcements may be locally recorded and played back.
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
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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:
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

G. Pacifier Delay Time (factory set to 60 seconds)
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.

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Op pe er ra at ti io on n
A. Protocols
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 “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

Due to the dynamic nature of the product design, the information contained in this document is subject to change without notice. Viking Electronics, and its affiliates and/or
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 6Printed in the U.S.A.
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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