Viking ACD-10 E. RS-232 Call Statistics Output

E. RS-232 Call Statistics Output

Code

COMPL

ABAND

TRANS

OUT

DATE

09/07/01

TIME

10:22:16 AM

10:23:58 AM

10:24:45 AM

10:26:05 AM

10:27:01 AM

LINE

ON-HOLD

00:00:07

00:00:22

00:00:11

AGENT

AGT TIME

00:00:14

00:00:09

00:01:17

00:00:41

CODE

COMPL

ABAND

TRANS

COMPL

OUT

The ACD-10can 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-10features an internal clock/calendar that is used to date stamp each call record. After

initial power-up, this internal clock must be set (see Programming section Mto set time and date).

Description

Completed Call

Abandoned Call

Transferred Call

Outbound Call

Simulated Call Statistics Output Call TypeCodes

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):

Step 3

Enter agent’s station number (10-15)

Step 1

Go off-hook

Step 2

Enter “#”

5. Paging - To access the paging port:

Step 3

Hang up

Step 1

Go off-hook

Step 2

Enter “56” and speak into the handset

6. Intercom - To talk to another agent:

Step 3

Converse, then hang up

Step 1

Go off-hook

Step 2

Enter agents station number (10-15)

7. Blind Transfer - To transfer a call to another agent: Note: If the station is busy, you may camp-on the call by hanging up.

Step 4

Hang up

Step 1

Flash

Step 2

Enter agents station number (10-15)

Step 3

Wait for ringback tones

8. Supervised Transfer - To transfer a call to another agent:

Step 4

Hang up

Step 1

Flash

Step 2

Enter agents station number (10-15)

Step 3

Wait for answer, converse

Note: If the station dialed is busy, you may 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.

9. Conference - To conference another agent into an established call:

Step 4

Flash again

Step 1

Flash

Step 2

Enter agents station number (10-15)

Step 3

Wait for answer, converse

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:

Step 4

Use external features

Step 1

Flash

Step 2

Wait for dialtone

Step 3

Enter ✱

4. Call Park - To place a call on hold, and busy out your phone:

Step 3

Hang up

Step 1

Flash

Step 2

Enter “50”

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.

10. Outside Line - To gain access to an outside line:

Step 3

Dial desired number

Step 1

Go off-hook

Step 2

Enter “9” and wait for dial tone

11. Direct Trunk Access - To directly access a specific trunk:

Step 3

Enter line number (01-10)

Step 1

Go off-hook

Step 2

Enter “8”

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.