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Comdial Dxp Plus Instructions Manual

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    							6. The screen display changes to show the Manager window, and the menu bar will now display a series
    of five options:
    ·Sign-out
    ·System-Setup
    ·Group-Programming
    ·System-Backup
    ·Management-Info
    You are now signed in to theQuickQsystem. For security reasons you may wish to change your ID# and
    password at this time.
    Programming QuickQ GCA70-271
    3-4 Programming The QuickQ System 
    						
    							Setting Up The System
    Setting the Company Name
    1. SelectSystem Setupfrom the menu bar. This will display a menu containing seven options:
    ·Company Name
    ·ID/Password
    ·Time/Date
    ·Intergroup Overflow
    ·Announcement
    ·Account Code
    ·Stat-Bin
    2. Select theCompany Nameoption. The Company Name window appears.  Type in the desired
    company name.
    3. To save the changes, click onSave-To-Disk, or hold down the
    Altkey and theSkey at the same
    time.
    4. The Save Company Name window appears. SelectingYesor press
    Alt Yprompts the system to save
    the changes and to close all windows automatically. SelectingNoor press
    Alt Nreturns to the
    Company Name window. You can now close this window by pressing
    Escor double clicking on the
    close box.
    Changing Passwords and ID’s
    Using the following procedure, select the group of your choice from the ID/Password window, change the
    group names, change the Supervisor names, and change the ID# and passwords of the Supervisors of all
    groups.
    1. Pull down theSystem Setupfrom the menu bar and select ID/Password from the second line of
    the menu.
    2. The menu closes and the ID/Password window appears with the highlight bar over theGp. 00
    SYSTEMline. Press
    Enteror click on the highlight with the mouse (Figure 3-5).
    Figure 3-5. IDs/Passwords
    GCA70-271 Programming QuickQ
    Programming The QuickQ System 3-5 
    						
    							3. The Edit ID and Password window appears as shown in Figure 3-6.
    Note: Group 00 refers to the Manager’s Password/ID. This does not refer to one of the call
    processing groups. For Groups 01 - 16, enter the name of each department that will be
    processing ACD calls.
    4. If you wish to change the name, type in the new name at the highlight. To move to the Supervisor
    box, press the
    Tabkey or click on the box with the mouse.
    5. If you wish to change the name of the Supervisor, type in the new name.  To move to the ID# box,
    press the
    Tabkey or click on the box with the mouse.
    6. Type in the ID# you wish to use (you can use only numeric digits for the ID# and password, Range
    100 to 999).
    7. Move to thePasswordbox and type in the password you wish to use (you can use only numeric
    digits for the ID# and password 100 to 999).
    8. When you have entered the details in the boxes to your satisfaction, select theUp-dateoption
    from the menu bar or press
    Alt Uto save your new details.
    9. The Save Changes window appears. If selectYesor press
    Alt Y, the system saves the changes and
    closes the Save changes window and the Edit ID and Password  windows automatically. SelectNoor
    press
    Alt Nreturns to the Edit ID and Password window. PressEscor double click on the closebox  to
    exit the Edit ID and Password window. You can now set or change other system parameters.
    10. After making all necessary changes, select theSave-To-Diskoption on the menu bar or press
    Alt Sto save the changes to the hard drive.Figure 3.6. Edit ID and Password Window
    Programming QuickQ GCA70-271
    3-6 Programming The QuickQ System 
    						
    							11. The Save ID / Password window appears. If selectYesor pressAlt Y, the system saves all changes
    made and all windows closes automatically. If your option isNoor if you press
    Alt N, the Save ID /
    Password window closes. You will return to the ID / Password window. You can now exit this
    window by pressing
    Escor double click on the close box.
    Setting the Time and Date
    The time and date are set within your telephone system (refer to your Telephone User Manual). This
    option is used to synchronize the QuickQ time and date to the Phone system. This function is performed
    automatically every hour, but can be performed manually as follows:
    1. Pull down theSystem Setupmenu.
    2. SelectTime/Date. A small Time/Date window appears.
    3. If the displayed time and date are incorrect, click on theSyn. Clockbox, or press
    Enter.This
    synchronizes the clock with the clock in the DXP (Figure 3-7) and closes the window automatically.
    4. If no changes are necessary, close the window by double clicking on the close box or pressing the
    Esc
    key.
    Figure 3-7. Synchronizing The Clock
    GCA70-271 Programming QuickQ
    Programming The QuickQ System 3-7 
    						
    							Setting the Intergroup Overflow
    Intergroup overflow improves the effectiveness of a Call Center by utilizing additional groups
    (departments) as back-up to answer calls, if the primary group is busy beyond the set time parameters.
    Once the overflow timer has been exceeded, the system presents the call to the first available of the five
    groups (primary and four overflow). For calls to overflow to the appropriate groups, you must set the
    overflow patterns using the following procedure:
    1. Pull down theSystem-Setupmenu and select theIntergroup Overflowoption. The
    InterGroup Overflow window appears with a list of each group and their respective overflow levels
    (Figure 3-8). Overflow level 4 should display four extension numbers.
    2. Use the Up and Down arrows and the
    Page UpandPage Downkeys to highlight the group for which you
    wish to set the overflow parameters, and either press
    Enteror click on it with the mouse to select it.
    3. The EditACDInterGroup Overflow window appears.
    4. Press the Up/Down arrow keys to change between groups. Alternately, you can press the
    Enterkey on
    a highlighted field to cause a pull-down menu to appear, then highlight the overflow option for that
    field. Press
    Enteragain to insert the highlighted setting in the field and close the menus. To set the four
    overflow levels, use
    Tabto move from field to field. With the mouse, click on the down arrow at the
    end of the field to display the same menu. Click on a menu option to select it. This action
    automatically closes the menu.
    5. When you have set the four overflow levels to your satisfaction, use the mouse to click on the
    Up-Datemenu bar option and close the box or Press
    Alt U. Figure 3-8. InterGroup Overflow Window
    Programming QuickQ GCA70-271
    3-8 Programming The QuickQ System 
    						
    							6. The Save Intergroup Overflow window withYesandNooption appears. Use the mouse to click on
    Yesor press
    Alt Yto save changes and automatically closes the menu. Click onNoor press theAlt N
    key to return to the Edit ACD Intergroup Overflow window. If, at this point, you wish to exit the
    window, double click on the close box with your mouse or press the
    Esckey.
    7. When you have set the overflow patterns for all of the groups that you will use, use the mouse to click
    on theSave-To-Diskoption on the menu bar or press
    AltS. The Save Intergroup Overflow
    window appears. SelectYesor press
    Alt Ysaves the changes and closes the windows automatically.
    Press the
    Esckey or double click on the close box to exit.
    Setting Announcement Titles
    The integrated D.V.A. provides voice storage for 16 messages (total 5 min. 20 sec. recording time). These
    messages are recorded from any telephone set logged in as a supervisor.
    Note: Describing the content of these messages can be added to the P.C. by the manager.
    Use the following procedures to set the Announcement Titles:
    1. Pull down theSystem Setupmenu and select theAnnouncementoption.
    2. The Message window appears (Figure 3-9) to provide information.3.Use the
    Tabkey or click on the
    mouse to move the highlight to the D e s c r i p t i o n field ofthe message that you wish to title. Type
    a reminder note to help you identify and locate the various messages.
    Figure 3-9 Message Window
    GCA70-271 Programming QuickQ
    Programming The QuickQ System 3-9 
    						
    							3. Use theTabkey or click on the mouse to move the highlight to the D e s c r i p t i o n field of the
    message that you wish to title. Type a reminder note to help you identify and locate the various
    messages.
    Note: The times shown beside the descriptions detail both the total time allocated to the
    message (that is, the length of time occupied by the,first version of the message) and the
    amount of recording time that the current message occupies.
    4. If a number is selected by clicking on the mouse or pressing Enter, it will open the Message
    Information window indicating which group and subgroup is assigned the message. It also indicates
    whether the message is a first, second, night or special message. This window is mainly for
    information purpose and does not include editing function. Press Esc or double click on the close box
    to exit.
    5. After updating the reminder notes for different messages, select Save-To-Disk. The Save Changes
    window will appear. Select
    Yes,or pressAlt Yto save the changes and close both windows. SelectNo
    or press
    Alt Nto return to the Message window. PressEscor double click on the close box to exit.
    Assigning Account Codes
    QuickQenables you to classify calls into various categories by assigning account codes to the calls.
    Agents classify each call from their telephone using the account codes that the System Manager assigns
    with this procedure.
    1. Pull down theSystem-Setupmenu and select theAccount Codeoption. The Account
    Code Range window appears.
    2. Type the appropriate account code range and click on theOkbutton. The Account Code Setup
    window appears (Figure 3-10).
    Note: The Account Code Range window allows you to select a range of account codes from a
    long list. If you only have a few account codes, you can bypass this screen by clicking on
    the Ok button.
    3. To add new account codes, selectAddfrom the menu bar or press
    Alt A.The Add Account Code
    Setup window appears.
    4. Enter the new three digit code and press Enter. Type a description of the account code in the
    Descriptionarea. Click on the Create Account menu bar or press
    Alt C.The Add Account
    confirmation window appears.
    Note: The code and description appears in the Account Code Report.
    5. Click on
    YESor pressAlt Yto add the information that you have just entered onto the Account Code
    Setup list. The system returns to the Add Account Code Setup window for another entry. If no further
    account is to be entered, press Esc or double click on the close box to close this window. You will
    return to the Account Code Setup window.
    Programming QuickQ GCA70-271
    3-10 Programming The QuickQ System 
    						
    							6. To edit an existing code, highlight the code and pressEnteror click on the code with the mouse. The
    Edit Account Code Set up window appears.
    7. After making the necessary changes, selectUpdatefrom the menu bar or Press
    Alt U. The Save
    Changes to Account window appears. Click onYesor press
    Alt Ysaves all changes made to the code.
    The Edit Account Code Setup window & Save Changes to Account window disappears automatically.
    You will return to the Account Code Setup window.
    8. To delete an Account Code, highlight the code and press
    Enteror click on the code with mouse.
    SelectDeletefrom the menu bar or Press
    Alt Don the Edit Account Code Setup window. The Delete
    Account confirmation window appears. Click onYesor press
    Alt Ywill delete the account code
    highlighted. The Edit Account Code Setup window and Delete Account confirmation window closes
    automatically. Click onNoor press
    Alt Ncloses the Delete Account confirmation window. You are
    now returned to the Edit Account Code Setup window. If no further changes is desired, Press Esc or
    click on the close box to exit.
    9. After you finish setting up your account codes, selectSave-To-Diskon the menu bar or Press
    Alt
    S
    .The Save Account Code(s) confirmation window will appear. Click onYesor pressAlt Yto save
    the changes to the hard disk and to close the window automatically. Click on
    Noor pressAlt Nwill
    return to the Account Code Setup window. If you do not want to save the changes previously entered,
    press
    Escor double click on the close box to exit. Repeat the same steps to exit the Account Code
    Range window.
    Note: The Account Code and description appears in the Account Code Report.
    Figure 3.10. Account Code Setup Window
    GCA70-271 Programming QuickQ
    Programming The QuickQ System 3-11 
    						
    							Arranging The Stat-Bins
    QuickQhas six levels of stat-bins for answered and abandoned call statistics. Use the following procedure
    to setup the time bins that are used to collect the system statistics.
    1. Pull down theSystem-Setupmenu and select theStat-Binoption.
    2. A pull down menu appears withAnswer Bin&Abandon Bin.
    3. SelectAnswer Binand theAnswer Time Bin window appears. Highlight the Time Bin 01 box
    (Figure 3-11).
    4. Type the time bin parameters in minutes and seconds. Repeat for all remaining time bins. You can
    move from one time bin to another by pressing Enter. Save the newly entered data by clicking on the
    Save-To-Diskmenu bar item.
    5. The Save Answer Time Bin window withYesandNooption appears. Click onYesor press
    Alt Y
    saves the data entered and closes all windows. Click onNoor pressAlt Ncloses the Save Answer
    Time Bin window and returns to the Answer Time Bin window. Press
    Escor double click on the close
    box to exit this window.
    6. Pull down theStat-Binmenu and selectAbandon Binoption. Repeat step 4. The Save Abandon
    Time Bin window appears after selectingSave-To-Diskon menu. Click onYesor press
    Alt Y
    saves the data entered and closes all windows. Click onNoor pressAlt Ncloses the Save Answer
    Time Bin window and returns to the Answer Time Bin window. Press
    Escor double click on the close
    box to exit this window.Figure 3-11. Answer Time Bin Window
    Programming QuickQ GCA70-271
    3-12 Programming The QuickQ System 
    						
    							Programming Group Levels
    By System Manager
    Group Supervisors can only alter the parameters for their particular group but System Managers can use
    this procedure to change any of the settings for any of the groups.
    1. Select theGroup Programmingfrom the Manager window menu bar. A pull-down menu appears
    with the names of all the groups on the system (Figure 3-12).
    2. Select the group you require (either highlight it and press
    Enteror click on it with the mouse). A small
    window appears offering you the chance to either sign through to that group or to abandon the action.
    Select the action you wish to perform by clicking on the appropriate button.
    3. No further action takes place if you selectNo; however, you can choose another option from the
    Manager window menu bar.
    4. If you selectYes,the system puts you at the Manager/Supervisor level. The screen will change to the
    Supervisor screen where you will have access to all of the group Supervisor facilities. (These are
    described in the Group Level Programming By Supervisor).
    5. When you sign out from the Manager/Supervisor level, the system returns to the normal Manager
    level. To log out from the system, make sure you are at the Manager window (and not at the
    Manager/Supervisor window), and select theSign Outoption from the menu bar. The system
    then displays the Sign In window showing theSign Inoption menu bar. The system is now ready
    for the next person to sign into theQuickQsystem. Figure 3-12. List of System Groups
    GCA70-271 Programming QuickQ
    Programming The QuickQ System 3-13 
    						
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