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Important: Viking Electronics will NOT support computer software
or hardware problems. If you experience these problems, research
your hardware and/or software instruction manuals or contact the
manufacturer’s technical support department.
Start your communication software. “Hyperterminal” is the commu-
nication software supplied with all Windows 32-bit operating sys-
tems. Configure a profile called “ACD-10” as shown to the right.
Save your settings. This will allow you to retrieve your settings
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 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.
Baud Rate
Data Bits
Stop Bits
Parity
Flow Control
9600
8
1
none
Hardware
Serial Printer Configuration
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.
c. Column Text Format (enter
✱✱4 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.
a. Tab Delimited ASCII Text Format (enter
✱✱2 while in Programming)
This format is used if 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.
b. Space Delimited ASCII Text Format (enter
✱✱3 while in Programming)
Important: Viking Electronics will NOT support computer software or hardware
problems. If you experience these problems, research your hardware and/or
software instruction manuals or contact the manufacturer’s technical support
department.
Connect your serial printer to the RS-232 port of the ACD-10 and configure your
printer as shown to the right.
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.
a. Completed 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.
b. Abandoned 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 agent 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.
c. Transferred Call
With this call type the ACD-10 logs the time and line number of outbound calls made by agents.
d. Outbound Call
1. Call Type Codes
2. PC Operation and Configuration
Com
Baud Rate
Data Bits
Stop Bits
Parity
Flow Control
That of your serial port (1-4)
9600
8
1
none
Hardware
Communication Software Configuration
3. Printer Operation and Configuration
4. Output Formats
7.