Viking ACD-10 User's Manual
Contents
1. ie Internal View of the ACD 10 ACD 10 EB Board TS o 1 D a of Mea fe A ma mel fore anes J11 EE Prj E Lm J TEE Jet EA Ee e ay Oo IH Gog py ro or i Mg lo Ie z Koi a I F 4 4x40 7 7 S00 He ime Screws amp m o i pan 2 a included Sas 5 eg l j 2 Important Electronics compo s L s50 a ao nents are sensitive to static elec ey zph tricity Personnel and the work K Cie oO 0 ter BH area should be grounded before i i OSE handling S00 5 Loo o tm i A Seassa QES 20 iis Q00 i Ow L ppg 2 Station Activation To Activate Stations 16 19 Come off hook on the station you wish to activate Dial 682 and hang up Repeat steps 1 and 2 for each station you wish to activate 3 Programming Programming of the ACD 10 remains unchanged with the addition of the ACD E2. 13 8VAC NIGHT POWER MODE Viking Electronics Inc SERIAL PORT Hudson WI 54016 Rear View of RS 232 a 2 ewe OL the ACD 10 6 Agent Stations IN ou MUSIC IN expandable to 10 i i i i 0O RJ21X Male Jack l Remot Computer not included Night Mode Switch For Statistics 15V AC Adapter Included Punchdown Terminal Block with Split Center not included C O Lines 1 10 Siemans 566B3 50 Marconi R66B3 50 Paging Background Music Source Row 1 Stations Row 2 ACD 10 Row 3 ACD 10 Row 4 CO Lines Optional Paging System M15W not included Fax Back Doc 481 Station 10T 26 W BL 41 Y BL Trunk 1T Station 10R 1 BL W 16 BL Y Trunk 1R Station 11T 27 W O 42 Y O Trunk 2T Station 11R 2 O W 17 OIY Trunk 2R Station 12T 28 W G 43 Y G Trunk 3T Station 12R 3 G W 18 GIY Trunk 3R lt Station 13T 29 W BN 44 Y BN Trunk 4T Optional Music Promotion Station 193R 4 BN W 19 BN Y Trunk 4R On Hold Source ik Station
3. x 12 x 1 75 i 2 Shipping Weight 3 4 kg 7 5 Ibs Call screening option Environmental 0 C to 32 C 32 F to 90 F with 5 to 95 e Custom ringing non condensing humidity Station Loop Length 1 5 km 5000 ft maximum at 24 awg e Intercom transfer camp on and 3 way calling twisted pair e Ni Station Talk Battery Voltage 40V DC 26mA Night mode Station Ring Voltage 90V AC 20 Hz nominal e Local and remote recording Hookswitch Flash Timing Range 150ms 900ms Internal Digital Announcer Recorder 1 e Detects and regenerates CPC signals Message Lengths Day message 30 seconds Night message e Direct Il pick 60 seconds Pacifier message 10 seconds Paed Cal iDiGr Up Announcement Sampling Rate 64K equivalent e Statistics available through RS 232 port Intercom Paths 2 Carbon handset for local recording included econ Cia eee e Expandable to 10 agents Audio Loss 2 dB from trunk to station Connections 1 RJ 21X female jack 2 3 5mm 1 8 audio e Optional manager s display available jacks 1 carbon handset jack 1 9 pin RS 232 jack Definitions 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 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
4. Note Keep recorded announcements short The ACD 10 cannot answer additional calls while any announcement is playing 1 Local Plug the supplied carbon handset into the REC MON jack or plug a tape player into the TAPE IN jack see diagram Select the record mode by pressing the RECORD ANSWER switch until the LED light indicates the record mode is selected see diagram above 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 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 When finished recording momentarily press the START switch Playback is automatic Record the remaining announcements by repeating steps 3 5 2 Remote Place ACD 10 back into the answer mode when local recording is complete Enter programming as shown in section D above Enter then 1 2 or 3 to record the 1 Pacifier 2 Greeting or 3 Night announcement Wait for the tone then begin recording Press to stop recording Playback is automatic Record the remaining announcements by repeating steps 2 4 Enter then 4 5 or 6
5. 0 Step 1 See Programming section D Step 2 Enter Digits to a break delay time of 30 seconds Enter Programming 030 42 to disable the break delay time Enter Programming 000 42 J Remote Mode Selection When in programming one of the three answer modes may be selected To Program the ACD 10 Step 1 See Programming section D Step 2 Enter Digits to be in the DAY 5 mode Enter Programming to be in the DAY 3 mode Enter Programming to be in the NIGHT mode Enter Programming K Hold Alarm Time factory set to 2 minutes 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 programming enter 2 digits representing the time in minutes followed by 43 To Program the ACD 10 Step 1 See Programming section D Step 2 Enter Digits to have a hold alarm time of 4 minutes Enter Programming 04 43 to disable the hold alarm time Enter Programming 00 43 L Station Ring Limit If a station rings inbound or transferred C O call un answered and the ring limit is met the station 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 The sta tion ring limit i
6. 14T 30W S 45 YIS Trunk 5T DVA 2WA A Vii e mae Station 14R 5 S W 20 S Y Trunk 5R Station 15T 31 R BL 46 V BL Trunk 6T Station 15R 6 BL R 21 BL V Trunk 6R c Station 16T 32 R O 47 VIO Trunk 7T 2 Station 16R 7 O R 22 O V Trunk 7R Station 17T 33 R G 48 VIG Trunk 8T Optional LM 24D p m amp Station 17R 8 G R 23G V Trunk 8R Display not Included SATON p SONT x Station 18T 34 R BN 49 V BN Trunk 9T STATION 12 6 Station 148R 9 BN R 24 BN V Trunk 9R monies Station 19T 35R S 50 V S Trunk 10T O Station 19R 10S R 25 SIV Trunk 10R_ fh Note ace is Not 36 BK BL remote programming STATION 18 STATION 19 Used 11 BL BK Bridged DAY T MODE PROG FANNING LM 24D T 37 BK O LM 24D R 12 O BK Important This connection is polarity sensitive If the E display does not function properly reverse polarity Bridged Programming VIKING MODEL ACD 10 AUTOMATED CALL DISTRIBUTOR ACTIVE STATIONS Station In Use Indicators L Music On Hold Volume Control Answer Mode Indicators Carbon Handset Jack Answer Mode Selector Tape CD Sound card Input Local Record Indicators Announcement Volume Control Local Record Selector Start Stop Record Play Button Start Indicator B DIP Switch Programming ACD
7. Operation VIKINGo MODEL ACD 10 AUTOMATED CALL Mo ES n a n a UCD Operation DISTRIBUTOR n a n a Hunt Group Operation n a n a Ring Group Operation OFF n a Normal mode Answers call if agent does not answer within 3 5 rings programmable ON n a Call screening mode Answers all calls and plays message before calls ring through to agent n a OFF 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 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 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 x or D Accessing the Programming Mode 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 E Recording and Playback
8. TIEGIARINIIGA ML Ace t0 Automatic Call Practice Distributor TELECOM SOLUTIONS FOR THE 21ST CENTURY April 16 2002 Now Every Call Center and Small Business Can Afford a Fully Featured Call Distributor N The ACD 10 is a stand alone call distributor that will distribute calls from up to 10 incoming C 0 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 paging intercom 3 way call ing as well as a RS 232 call statistics VWULCLINIG output Applications e Call centers Features Salas departments Field service departments e Technical support departments ACD UCD hunt group and ring group protocols e Does not require a KSU PABX ring generator Small businesses or remote displays e Three custom recordings stored in non volatile Phone 715 386 8861 memory no batteries required a Day Greeting Specifications Pacifier Message Power 120V AC 15V AC 2 2A UL listed adapter provided Night Greeting Dimensions 483mm x 305mm x 44mm 19
9. a 10 EB except for the Transfer Only feature shunts available on the ACD 10 EB board Remove the shunt to activate the Transfer Only feature for that soo associated station aL LIS S00 e o ree fg goo E BOO O 4 Operation The addition of the ACD 10 EB board allows the ACD 10 to be expanded from 6 to 10 stations bringing into serv ice stations 16 17 18 and 19 Normal operation of the ACD 10 remains unchanged If the Transfer Only shunt is removed that associated station when activated allows only transferred calls to ring through These can be in the form of blind transfers supervised transfers intercom calls conference calls and camp on call transfers Since having the shunt removed prevents incoming calls from ringing through that station can be used as a tie line to transfer calls to another phone system or be used by manager billing agents or any other personnel that should not get inbound calls but is available to receive calls transferred from any agent Note The Transfer Only station feature is not available in the ring group protocol B Optional LM 24D Display S The LM 24D will display the mode in which the ACD 10 is operating in Also e wez smrouw snowy ringing calls or calls on hold waiting for an agent appear as a fast flashing lamp LINE3 LINE4 STATION 12 STATION 13 Calls on hold longer than the programmable hold alarm time will flash
10. and war LINE 5 LINE6 etanonta STATION 15 ble Once a call is answered by an agent it will appear as a solid line lamp T LINES stanion 16 stationar Stations never put into service made available from system power up will stay UNE9 une stanton 1e_ _stanion 19 dark Stations that are in use or ringing are displayed as a solid lamp Stations wcirmove oav smooe pay move PROGRAMMING made unavailable will appear as a lamp that winked off every few seconds VIKING une starus monitor Lm 240 Note See the diagram at the right for 2 Need More Information on the LM 24D a display layout Call 715 386 4345 and select 670 J Product Support Line 115 386 8666 Fax Back Line 115 386 4345 Fax Back Doc 085 Printed in the U S A ZF301580 RevA
11. atically 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 ON Alternatively in the NIGHT mode no calls are answered DIP switch 4 OFF There are three ways to put the ACD 10 into the night mode 1 From remote programming 2 From the front panel 3 By providing a hard contact closure remote night switch to the remote night mode screw terminals back panel Note The remote night mode switch has priority so when it is used contact closed the ACD 10 displays this as a blinking NIGHT LED and the ACD 10 can only be removed from the night mode by opening the closure When the NIGHT mode is activated calls connected to agents or camped on to agents will remain but calls waiting on hold for an available agent will be given the Night announcement and dropped D Station Features The ACD 10 is designed to function as an efficient inbound call distributor Many PABX type features are offered but there is not the ability for multiple agents to access intercom dial tone at the same time If a busy signal is given to an off hook phone intercom dial tone is not available Hang up and try again a few seconds later 1 Station Unavailable To prevent incoming and transferred calls fr
12. back pacer announcement oe cerr oe meee eee eee eee eee eee eee 4 Playback answer announcement wi sinctacededsecheaeteMeadeetenteaendiy neasteedatiaademanaadecdyneataendaes 5 Rlaybackinightiannouncement Arner veces eee ran erieere en tener eeeereeeete erates eee 6 Select standard DAY 5 auto answers after 5 rings eeceeceeeeeeeeeeeeeeecneeeeeeteeeeeeeeenaeeeeeee 7 Select standard DAY 3 auto answers after 3 rings ceceeceeeeeeeeeeeeeeeeneeeeeeteeeeeeeetnaeeeeeees 8 Select NIGHT MOQO rire eiaa aaia EAE RAA A E 9 SOG Lite dme seal Jalo aonana cee ne ee ni ene rec rea ce ee mmhhDDMMYY then 40 Note mm Minutes hh Hours 24 hour DD Day MM Month YY Year 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 second enter 001 to 250 seconds enter 250 Enter 000 to disable the pacifier message see example below To Program the ACD 10 Step 1 See Programming section D Step 2 Enter Digits to a pacifier delay time of 90 seconds Enter Programming 090 41 to disable the pacifier message Enter Programming 000 41 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 Note Camped on calls will ring in immediately without a break delay time To Program the ACD 1
13. 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 Installation 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 program ming mode Supervised Transfer To transfer a call to another agent by first convers ing 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 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 RJ 21X LINE IN STATION OUT
14. it is preferred or necessary for the ACD 10 to send call records with the data fields delim ited by ASCII space characters rather than tabs Column Text Format enter 4 while in Programming This format is best for use with a printer or PC set up to print or display the call records to the screen as they are generated 7 Options A ACD 10 EB Expansion Board The ACD 10 is expandable from 6 to 10 stations with the optional ACD 10 EB In addition to gaining 4 more stations there is also the Transfer Only station feature available on stations 16 17 18 and or 19 Follow the instructions below to install the expansion board 1 Installation Power down the ACD 10 Remove the ACD 10 cover using the supplied 3 32 hex key Snap the ACD 10 EB into place as shown below Secure the ACD 10 EB board with the supplied 4x40 screws Carefully plug the two ribbon cable connectors into the J2 and J11 pins as shown below Remove shunts to activate Transfer Only station feature if needed Replace the cover on the ACD 10 and power the unit on
15. nt spent on the call are logged in this call record Note that it is possi ble to determine which agent the call was transferred to by looking for the next appearance of the line number of the call in subsequent call records One or more lines down in the call records the line number appears again with the ON HOLD column blank the new agent number indicated and the call type logged as COMPL In this way it is possible to trace a transferred call from start to finish Outbound Call With this call type the ACD 10 logs the time and line number of outbound calls made by agents 2 PC Operation and Configuration Important Viking Electronics will NOT support computer software Communication Software Configuration Com That of your serial port 1 4 or hardware problems If you experience these problems research your hardware and or software instruction manuals or contact the manufacturer s technical support department Baud Rate 9600 Start your communication software Hyperterminal is the commu Data Bits 8 nication software supplied with all Windows 32 bit operating sys Stop Bits 1 tems Configure a profile called ACD 10 as shown to the right Parity none Save your settings This will allow you to retrieve your settings Flow Control Hardware whenever you wish to download the ACD 10 data without having to manually set the parameters each time Connect your PC to the serial port of the ACD 10 From
16. om ringing that phone Go off hook on the desired station Enter 681 While a station is marked as unavailable stutter dial tone is given to that phone From power up all the stations are automati cally made unavailable and do not appear on the optional LM 24 display Use the station available code see below to acti vate the required stations from power up 2 Station Available To allow incoming and transferred calls to ring to that phone Go off hook on the desired station Enter 682 3 Directed Call Pick Up To pick up a particular agent s parked ringing call not available in Ring Group mode or camped on calls Go off hook Enter Enter agent s station number 10 15 Note To pick up a call on the phone it was parked at simply come back off hook To pick up a parked call from a different phone use the Directed Call Pickup feature above 5 Paging To access the paging port Go off hook Enter 56 and speak into the handset Hang up 6 Intercom To talk to another agent Go off hook Enter agents station number 10 15 Converse then hang up N w 5 2a S 5 a 2 To transfer a call to another agent Note Ifthe station is busy you may camp on the call by hanging up Flash Enter agents station number 10 15 Wait for ringback tones Hang up To transfer a call to another agent Flash Enter agents station number 10 15 Hang up Note Ifthe station dialed is busy you ma
17. ributes inbound calls so that Agent 10 receives the most calls Agent 11 receives calls only if Agent 10 is busy and so on 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 4 Ring Group Protocol The ACD 10 will ring all available agent s phones the first agent to pick up answers the call 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 agents based on the selected protocol above Agent s phones will ring in a standard cadence 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 double 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 agents based on the selected protocol In the call screening mode ring delay is changed to one ring for DAY 3 or two rings for DAY 5 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 autom
18. s factory set to 10 rings While in the programming mode enter 2 digits number of rings followed by 44 To Program the ACD 10 Step 1 See Programming section D Step 2 Enter Digits to set the station ring limit to 8 Enter Programming to disable the station ring limit Enter Programming M Time and Date To Program the Date and Time of the ACD 10 Enter Digits The time and date only need to be Minutes mm 2 digits 00 59 set if the serial RS 232 port is used Hours hh Note 24 hour clock 2 digits 00 24 Date DD 2 digits 01 31 to collect detailed call activity data This allows each call record to be stamped with the proper time and date When in programming follow the steps shown at the right Operation 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 Calls answered by the ACD 10 will be indicated by a custom double ring cadence Month MM 2 digits 1 12 Year YY 2 digits 01 99 Enter string in the memory location mmhhDDMMYY 40 2 UCD Protocol Uniform Call Distributor The ACD 10 distributes inbound calls so that each agent receives approxi mately the same number of calls Calls answered by the ACD 10 will be indicated by a custom double ring cadence 3 Hunt Group Protocol The ACD 10 dist
19. the PC start the communications software and open the profile you created Call records will appear as they are sent via the serial port by the ACD 10 Note that it is pos sible to minimize your communications software application so the PC can perform other functions while calls are being logged in the background 3 Printer Operation and Configuration Important Viking Electronics will NOT support computer software or hardware Serial Printer Configuration problems If you experience these problems research your hardware and or Baug Rate software instruction manuals or contact the manufacturer s technical support Data Bits department Stop Bits Connect your serial printer to the RS 232 port of the ACD 10 and configure your Parity none printer as shown to the right Flow Control Hardware 4 Output Formats a b c Tab Delimited ASCII Text Format enter 2 while in Programming This format is used when call records are to be stored and processed using spreadsheet or database software The ACD 10 sends the call records to the serial port of a PC with the data fields delimited by ASCII tab char acters where they are stored temporarily by communications software such as HyperTerminal The user then periodically retrieves the call records and imports them into existing spreadsheet or database files for storage or processing Space Delimited ASCII Text Format enter 3 while in Programming This format is used if
20. to review the 4 Pacifier 5 Greeting or 6 Night announcement again Enter Memory F Quick Programming Guide Digits Location Sect code factory sot to 945464 orano OTa O eee eee eee 6 digits then 47 Pacifier delay time in seconds 000 250 factory set to 60 seconds sssesesssssrrrsseerrrsssees 3 digits then 41 Break delay time in seconds 000 250 factory set to 15 Seconds ccceeceeeeteeeesteeeeeeees 3 digits then 42 Hold alarm time in minutes 00 99 factory set to 2 minutes eee ee eeteeeeeeeetteeeeeeeeaes 2 digits then 43 Station ring limit 01 99 00 disables factory set to 10 rings ccceeeeeeeeeeeeeeeeeeeeeeeeeeees 2 digits then 44 Set all programming features to factory settings including security code ce eeeeeeeeeees HHH Set statistics data output to tab delimited ASCII text format 0 ccccceeeeeeeeeeeeeeeeeeeeeeees 2 Set statistics data output to space delimited ASCII text format ecceeeeeeeeeeeeeteeeeeeeeeeees 3 Set statistics data output to column format factory Setting ceceeceeeeeeeeeeeeetteeeeeeetteeeeeees 4 Record pacifier on hold ANNOUNCEMENT cccceceeeeeeeeeeeeeeeceeeeeeeeeeeeseeeceeeaeeeeeeeeeeeteeseneeeaeas 1 Record answerannouncementemiernvae cere enerere acer arene en emi ereeenaen 2 Record night announCeme nt senarisini nannan Adsteaet Mevteaddetuacaeetivdaiaanetdvdeaadcneane 3 Play
21. up this internal clock must be set see Programming section M to set time and date Simulated Call Statistics Output Call Type Codes DATE ON HOLD AGENT AGT TIME CODE Code Description 09 07 01 222 00 00 07 10 00 00 14 COMPL COMPL Completed Call 09 07 01 223 00 00 22 ABAND Abandoned Call 09 07 01 224 00 00 11 10 09 TRANS 09 07 01 226 11 COMPL Transferred Call 09 07 01 27 11 41 OUT Outbound Call 1 Call Type Codes a b c d Completed Call This call type represents the normal procedure for call distribution in which an incoming call is assigned to an agent agent and caller converse and the call ends when both caller and agent hang up Notice that in the example call records below the last call record has an on hold time of 00 00 00 or no time This indicates that the agent picked up the call before the ACD 10 answered before the ring delay had been met so that no hold time was accumulated Abandoned Call An abandoned call record is generated when a caller on hold in the ACD 10 system hangs up before an agent can get to the call This statistic is particularly useful in determining staffing needs a relatively large number of abandoned calls would indicate that there are not enough agents to handle incoming calls in a timely fashion Transferred Call This call type is produced when a call is transferred from one agent to another The time that the caller has been on hold and the time the first age
22. y camp on the call by hanging up If after conversing with the agent it is decided that the transfer is no longer required simply ask the agent to hang up and the call will be instantly reconnected o0 n x D s a D Q S S o p s 9 Conference To conference another agent into an established call Flash Enter agents station number 10 15 Flash again 10 Outside Line To gain access to an outside line Go off hook Enter 9 and wait for dial tone Dial desired number 11 Direct Trunk Access To directly access a specific trunk Go off hook Enter 8 Enter line number 01 10 12 Transfer Out of System To produce a flash on the outside line allowing agents to use Centrex or PABX 3 way calling or transfer features external to the ACD 10 Flash Wait for dialtone Use external features 13 Camp On During a transfer if the station dialed is busy you may camp on the call by hanging up If the station already has two camped on calls or has been made unavailable the call will immediately ring back RS 232 Call Statistics Output The ACD 10 can output call statistics to a PC or serial printer through its RS 232 serial port The ACD 10 logs the date of call time of call line number of call time the caller was on hold agent that handled call and type of call see Cal Type Codes below The ACD 10 features an internal clock calendar that is used to date stamp each call record After initial power
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