Comdial Dxp Plus Instructions Manual

							2.6 DTMF Receiver Tests
(Main Cabinet, Expansion II Cabinet, and Expansion III Cabinet)
This diagnostic test checks the functionality of the DTMF receivers located in the cabinet under test. The test
performs its check by connecting DTMF tones 0-9,S, and # through the timeswitch and confirming that the
correct tone was recognized by the receiver.
The system displays the number of each tested DTMF receiver in the cabinet along with a message that tells
whether the receiver passed or failed the test. While the actual displayed numbers for the DTMF receivers vary
depending upon how many receiver cards that you have installed in the system, the displayed numbers for each
cabinet reflect DTMF receiver locations in that cabinet. These locations begin with the receiver card located in the
upper slot on the leftmost host board, proceed to the lower card slot on that host board, and then progress to the
upper card slot on the next host board to the right of the first.
You can install receiver cards in any of the locations shown in the following chart.
Receiver Card Location
Main Cabinet Auxiliary Board
Services Board(see note)
Upper Expansion Cabinet Interface Board
Upper Expansion Cabinet Auxiliary Board 1
Upper Expansion Cabinet Auxiliary Board 2
Lower Expansion Cabinet Interface Board(see note)
Lower Expansion Cabinet Auxiliary Board 1
Lower Expansion Cabinet Auxiliary Board 2
CPU Board(no receiver card required)
NOTE: If you place two receiver cards in the lower two
positions of the Services board, you must take specific
programming action (Services DTMF Highway) to
enable their use. If you do this, you can add only one
reveiver card to the Lower Expansion Cabinet Interface
board.
2.7 Speaker Coefficients
Certain models of Comdial digital telephones have performance characteristics that can be modified by using this
section of diagnostics. Do not attempt to modify any of the values found in this section unless you have been
directed to do so by a Comdial technician; doing so could severely impact the performance of the associated
telephone. Once modified, these values remain in the telephone’s permanent memory and are not affected by a
master clear.
Understanding The System Diagnostics IMI89–239
Understanding The System Diagnostics –3 
						

							2.8 CPU Board and DIP Switches
This test displays the current settings of the eight DIP switches on the CPU board. This screen updates
simultaneously as the switches are changed. This diagnostic is useful for determining the status of the switches
from a remote location.
The following paragraphs discuss the currently used switches:
Switch 1—Fixes serial port baud rates to known values
Baud In Baud Out Data Bits Stop Bits Parity Flow Ctrl..
Port 1 9600 9600 8 1 None None
Port 2 300 300 7 2 None None
Switches 2 through 6—Comdial Engineers reserve these switches for future design needs.
Switch 7—Initializes DXP Modem—sets auto answer, for example. Switch 7 should always be on to ensure that
the system will re-initialize the modem after a loss of power or reset. The standard Hayes*-compatible initialize
string that the system sends is:
AT SO=1 M0 Q1 E0. Programmers can alter this string if needed through system
programming.
*Hayes is a registered trademark of Hayes Microcomputer Products.
Switch 8—Used for software upgrades. At initial power-up after a software up-grade, this switch causes the
system to automatically detect the up-graded software and perform a master clear function. If someone up-grades
the software to a different revision and this switch is not
ONat the power-up, the system will not run.
Accredited by the Dutch Council
for Certification for certification
and registration activities.
Comdials Quality Management System Is
Certified To The ISO 9001 Standard.
Charlottesville, Virginia 22901-2829
R
World Wide Web:  http://www.comdial.com/
IMI89–239 Understanding The System Diagnostics 
						

							Automatic Call Distributor
Technical Manual
R
QuickQ
DXP 
						

							Radio Frequency Interference
The QuickQ digital voice announcer (DVA) contains incidental radio frequency generating circuitry and, if not
installed and used properly, may cause interference to radio and television reception. This equipment has been
tested and found to comply with the limits for a Class A computing device pursuant to Subpart J of Part 15 of
FCC Rules. These limits are designed to provide reasonable protection against such interference when operated
in a commercial environment. Operation of this equipment in a residential area may cause interference to radio
and television reception; in which case the user is encouraged to take whatever measures may be required to
correct the interference. If this equipment does cause interference to radio or television reception, which can be
determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one
or more of the following measures: Reorient the television or radio’s receiving antenna, and/or relocate the DXP,
the individual telephone stations, and the radio or TV with respect to each other. If necessary, the user should
consult the manufacturer or an experienced radio/television technician for additional suggestions. The user may
find the following booklet prepared by the Federal Communications Commission helpful: “How to Identify and
Resolve Radio-TV Interference Problems.”  This booklet is available from the Government Printing Office,
Washington D.C. 20402. Stock No. 004-000-00345-4.
This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part
15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference
when the equipment is operated  in a commercial environment. This equipment generates, uses, and can radiate
radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause
harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause
harmful interference in which case the user will be required to correct the interference at his own expense.
This digital apparatus does not exceed the (Class A) limits for radio noise emissions from digital apparatus set
out in the Radio Interference Regulations of the Canadian Department of Communications.
Le pre’sent appareil nume’rique n’emet pes de bruits radioe’lectriques de’passant les limites applicables aux
appareils nume’riques (de la class A) prescrites dans le Re’glement sur le brouillage radioe’lectrique e’dicte’ par
le ministe’re des Communications du Canada.
CAUTION
Changes or modifications to this unit not expressly approved by the party
responsible for compliance could void the user’s authority to operate the equipment.
ii 
						

							Table Of Contents
Section 1 Introducing The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
Understanding The Manual Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
Listing The Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
Defining TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Describing The
QuickQFunctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Detailing TheQuickQBasic Options
.................................... 1-3
Understanding The System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
The Telephone Switching System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
The Digital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
The Central Call Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
The ACD Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Section 2 Installing The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Reviewing The Installation Check List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
QuickQPackage Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
DVA Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Voice Card Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Additional Materials Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Tools And Hardware Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Mounting Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Mounting The Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
System 3 Wiring The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Connecting The Personal Computer To The DXP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Connecting The DXP To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Connecting TheQuickQPROTECKEY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Connecting AC Power To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Reviewing The System Interconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Section 4 Programming The DXP Digital Communications System . . . . . . . . . . . . . . . . . . . . . 4-1
Programming The DXP System Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
Programming the DXP Line Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Programming The Serial Data Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Programming Class Of Service For Master Channel 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Programming Class Of Service For Master Channel 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Programming The Master Channel 1 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-5
Programming The Master Channel 2 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-6
Programming The DVA Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
Programming The Supervisor And Agent Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8
Button Mapping The Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
Button Mapping The Master Channel Voice Port Stations And The DVA Stations . . . . . . . . . . . 4-9
Button Mapping The Agent And Supervisor Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
IMI66-109Table Of Contents
Contents – iii 
						

							Section 5 Setting Up The Personal Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
UsingQuickQWith A Keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Performing Initial Programming ForQuickQ.................................5-1
Signing Into The Technician Access Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Programming The OAI Number And Master Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Adding Lines ToQuickQ............................................5-5
Deleting Lines FromQuickQ..........................................5-6
Moving TheQuickQLines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Programming TheQuickQVoice Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Programming TheQuickQPrinter Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
Programming The External Overflow Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Detailing TheQuickQBatch Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Section 6 Reviewing The QuickQ DVA Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Reviewing The DVA Chassis Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
DVA Motherboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
IDE Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Floppy Back Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Reviewing The Voice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Reviewing The I/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
Section 7 Testing And Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
Testing The DVA Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
Testing Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
Testing TheQuickQSoftware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
During InitialQuickQProgramming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
DuringQuickQOperation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2
Examining The EnableQuickQStatus Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
Examining The Agent Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
Examining The Line Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5
Examining The Voice Port Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5
Section 8 Installing The New Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1
Appendix 1 Using QuickQ With A Mouse..............................A1-1
Window Graphic InQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-2
Appendix 2 Reviewing The Programming Road Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2-1
Publication Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DX-1
Table Of ContentsIMI66-109
Contents – iv 
						

							List Of Illustrations
Figure 1-1. Overviewing TheQuickQSystem............................... 1-5
Figure 3-1. Detailing The Kit-Supplied Modular To 9-Pin EIA Adapter . . . . . . . . . . . . . . . . . . 3-2
Figure 3-2. Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . 3.3
Figure 3-3. Detailing The Kit-Supplied Modular To 25-Pin EIA Adapter . . . . . . . . . . . . . . . . . 3-4
Figure 3-4. Connecting The Personal Computer To The DXP . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Figure 3-5. Connecting The DXP To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Figure 3-6. Connecting TheQuickQPROTECKEY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Figure 5-1. Viewing The Error Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Figure 5-2. Viewing The System Access Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Figure 5-3. Viewing The Supervisor/manager Sign-in Window . . . . . . . . . . . . . . . . . . . . . . . 5-3
Figure 5-4. Viewing The Technician Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Figure 5-5. Viewing The System-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Figure 5-6. Viewing The ACD Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Figure 5-7. Viewing The LCD Line-Setup Add Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Figure 5-8. Viewing The Edit QuickQ Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Figure 5-9. Viewing The Voice Port Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Figure 5-10. Viewing The Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
Figure 5-11. Viewing The Overflow Extension Window . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Figure 6-1. Reviewing TheQuickQDigital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . 6-1
Figure 6-2. Reviewing TheQuickQVoice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
Figure 6-3. Reviewing TheQuickQI/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Figure A1-1. Using The Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1
Figure A1-2. Viewing A TypicalQuickQWindow . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-2
IMI66-109Table Of Contents
Contents – v 
						

							Section 1
Introducing The QuickQ System
Understanding The Manual Organization
Section 1: Introducing TheQuickQ
System—Provides general information
on QuickQ and system requirements.
Section 2: Installing TheQuickQ
System—Provides site planning
considerations and instructions on the
mounting of the Digital Voice
Announcer (DVA).
Section 3: Wiring TheQuickQSystem—Provides
wiring information for the voice
channels on the DVA, PC to DVA and
DXP to PC.
Section 4: Programming The DXP Digital
Communications System—Provides the
Comdial programming requirements.
Section 5: Setting Up The Personal
Computer—Provides the information on
the installation of theQuickQsoftwareinto the PC and the initial programming
of theQuickQ.
Section 6: Reviewing TheQuickQ
Components—Provides the description
of theQuickQDVA components.
Section 7: Testing and Troubleshooting—Provides
the test procedure to setupQuickQand
provides information on troubleshooting
problems onQuickQ.
Section 8: Installing The New Voice Channel
Cards—Provides information on how to
install additional cards.
Appendix 1: UsingQuickQWith A
Mouse—Describes  mouse usage with
theQuickQsystem.
Appendix 2: Reviewing TheQuickQProgramming
Road Map.
Listing The Related Publications
Additional publications that are applicable to the QuickQ automatic call distributor and DXP digital
communication system include the following publications.
·GCA70-271QuickQDXP System
Manager’s Guide
·GCA70-278QuickQDXP Agent’s User Guide
·GCA70-302QuickQDXP Supervisor’s User Guide
·DXLIT-016 DXP Digital Communications System
System Reference Manual
·DXLIT–028 DXPPlusDigital Communications
System Reference Manuals
Introducing The QuickQ System IMI66–109, Section One
Introducing The QuickQ System 1 – 1 
						

							Defining The QuickQ System
QuickQis a fully integrated Automatic Call
Distribution System for Comdial DXP digital
communications system.
An Automatic Call Distributor (ACD) is the single
most important cost-saving communications tool
available to the manager of an incoming call center.
QuickQis designed to handle a large volume of
incoming calls as efficiently and economically as
possible.QuickQprocesses incoming calls by
distributing the call to available agents on an equitable
basis or by playing announcements to the calling party
until an agent is available. Having installedQuickQin
a call center, the speed, efficiency, and management
control usually results in a 20 to 40 percent increase in
the productivity of the agent force, and a 10 to 20
second decrease in the average speed of call answering.The four primary functions ofQuickQare as follows:
1.
It provides a  waiting queue to ensure that callers
are answered in the order that they are received and
with the appropriate priority. Because of this, the
system handles calls in a more timely and efficient
manner.
2.The system can provide a number of pre-recorded
announcements to play to the calling customers, if
no agent is available, to entice the caller to wait in
queue.
3.The system distributes the workload evenly among
the agents to allow an equitable assignment of
duties, which in turn facilitates greater productivity.
4.QuickQprovides comprehensive statistical
management reports to allow efficient control of
agent assignments and lines.
The advent of microprocessor technology has allowed
the cost of ACD systems to be more affordable for
small to medium call centers. Hence, ACD systems
are becoming increasingly popular with call centers
with under 40 agents.
IMI66–109, Section One Introducing The QuickQ System
1 – 2 Introducing The QuickQ System 
						

							Describing The QuickQ Functions
QuickQis a PC-based system for redirecting of
incoming calls to a human operator or to a digital
voice announcement until a human operator is
available.QuickQinterfaces to the Comdial DXP
digital communications system through the Open
Architecture Interface (OAI) to acquire information
and control the ACD functions. The message
channels of theQuickQDigital Voice Announcer(DVA) interface to the DXP through the station
port(s). This allows pre-recorded messages to be
played out to calling parties. TheQuickQPC
communicates with the DVA through an RS-232 serial
communication link. This communication link allows
the PC to control the messages being played on the
voice channels.
Detailing The QuickQ Basic Options
QuickQis available in two packages.  The station
capacity of the two packages differ but the feature
availability of each package is the same. Both
packages include real-time status display screen of
information that the system continuously updates
every  three seconds. This display allows supervisors
to quickly identify conditions such as the call-waiting
time. The packages also include a comprehensivemanagement reporting scheme that presents
information in both numerical and graphic format.
Package A Package B
Lines 64 64
Messages 16 16
Real Time Yes Yes
Groups 16 16
Number of Active Agents 12 48
Maximum Agents 48 250
Introducing The QuickQ System IMI66–109, Section One
Introducing The QuickQ System 1 – 3