Comdial Dxp Plus Instructions Manual

Organizing The Call Center Staff
An ACD center requires specialized personnel. If the department is large enough, an effective ACD staff
will consist of the following personnel:
·System Manager,
·Group Supervisors,
·Telephone Agents.
The System Manageris directly responsible for the day-to-day operation and maintenance of the ACD
center. In smaller systems, the System Manager’s task may be combined with the Group Supervisor’s
responsibilities. The System Manager can monitor the overall performance of the...

Describing QuickQ System Features
Answer Bin
An Answer bin is the length of time between when a call arrives in the queue and when it is answered by
an Agent. There are six answer bins in the system. The system answer bin default time is zero. By setting
the time frames in the answer bins, the Manager can look at one factor in the total customer service
picture. An example of a typical answer bin record is shown below.
Answer Bin Number of Time Definition
Calls
Bin 01 0 00:20 The number of calls answered...

Delay Announcements
Delay announcements are important money-saving features that help keep the queue working in an
efficient manner. Since telephone traffic is random, there will be occasional bursts of calls to any ACD.
Such sporadic increases in volume may force callers to wait for connection longer than they would like.
By recording delay announcements (such as, Hello you have reached XYZ Company. All of our operators
are busy at the moment, but please hold and our next available operator will be with...

Describing QuickQAgent Features
Account Codes
The system can provide a table of account codes arranged so that a unique number corresponds to a
specific call type (for example, call content, product type, and so forth). For example, a software help
desk may wish to use account codes to categorize its calls as follows:
Code Call Category
100 Help with Set Up
200 Help with MS DOS
201 Help with Networked DOS
300 Help with Word Processing
301 Help with Databases
302 Help with Spreadsheets
Agents can enter...

Describing QuickQ Group Features
Each Group Supervisor can program these features independently for each group to meet its specific
requirements.
Alarm Threshold (Time)
Alarm Threshold (Time) is a preprogrammed time parameter to monitor the number of calls waiting in
queue (default period is 45 seconds).
Alarm Threshold (Calls in Queue)
Provides an indication to Agents & Supervisors that the number of calls waiting in queue has gone
beyond the Alarm Threshold (Time). If the Alarm Threshold (Calls in...

Overflow Group
The overflow group is a secondary group of Agents to whom the system will direct calls after the
overflow threshold time-out occurs (default is 210 seconds). The overflow group allows agents in more
than one group to handle calls. By handling calls from other groups, Agents increase the overall call
handling efficiency of the system. The system allows 4 overflow groups for each group. The overflow
groups are set by the System Manager.
Note: Overflow level 4 can be set to a specific Non-ACD...

Using the Mouse and Keyboard
You can use theQuickQsystem with either the mouse pointing device or the standard keyboard. Employ
the method with which you feel most comfortable
If you are unsure how to navigate theQuickQmenus and enter data or select items, refer to Appendix A
for a description of theQuickQgraphical windowing environment, and details for using the mouse and
keyboard.
If you are confident that you can use these techniques adequately, go on toQuickQprogramming.
GCA70-271 Using the Mouse and...

Programming QuickQ
You can program theQuickQfeatures by any of the following parameters:
·System,
·Group,
·Sub-group,
·Agent.
You must programQuickQfrom the system console windows graphic environment using either the
mouse or the keyboard. If you are not familiar with using a mouse or the keyboard in a windows graphic
environment, refer to Appendix A.
Understanding System Startup
At initial installation, the installer performs system startup and programs the DXP digital communications
system and...

Preparing System Layout / Worksheets
Prepare the system manager’s programming worksheet before you actually configuring the system at the
console, and use this worksheet as a reference to assist you in entering the information required over the
following pages. There is an example worksheet in Appendix B.
Programming The System Level Configuration
Performing Initial Sign In
Use the following steps to gain access to the system.
1. Press
Escto close the QuickQ Status window (Figure 3-1).
2. On the main...

3. The System Access window appears, and theID#box will display 100. You can type without
having to first clear this value (Figure 3-3).
4. The System Manager ID# and the password both default to 900. Type
900at the ID# box and press
Enter. The highlight moves to the Password box. Type900again and pressEnter.
5. The Supervisor/Manager Sign In window appears. Highlight theManagerline and press
Enter
(Figure 3-4).Figure 3-3 ID and Password
Figure 3-4. Supervisor Sign In Window
GCA70-271 Programming QuickQ...