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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 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;
Viking Electronics, Inc.
AUX. AUDIO
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C.O. Lines
Bridged
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.
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Important: This connection is polarity sensitive. If the
display does not function properly, reverse polarity.
Note: Trunk 10 must be
called directly to access
remote programming.
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.
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