Comdial Quick Q Acd Administrators Guide

Introducing TheQuickQSystem
Understanding This Guide
This manual will assist you in using yourQuickQautomatic call distributor. It provides a complete
description of theQuickQfeatures, a detailed outline of the system configuration, and general operating
instructions. This manual is one of two manuals that comprise the system documentation
Becoming Familiar With Conventions Used in This Guide
Certain typographical conventions appear throughout this guide to simplify the instructions. These are
explained...

UnderstandingQuickQ
QuickQis an Automatic Call Distribution (ACD) system designed to handle incoming calls as efficiently
and economically as possible. It answers calls by distributing the workload equally among the Agent
staff. Typically,QuickQspeed, efficiency and management control usually results in a 20–40 percent
increase in the productivity of the Agent force and a 10 to 20 second decrease in the average call answer
time. The four primary functions of theQuickQare as follows:
·provide a waiting...

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...

How This Version OfQuickQIs Improved
Over Earlier Versions
The version ofQuickQcovered in this manual uses software release 3.0. Several improvements over earlier
versions were incorporated in this software that are outlined below.
Selecting Reports To Be Printed Automatically
This version ofQuickQ, allows you to program the system so that certain reports, that you select, will
automatically print at the times you specify. These reports can be real time or historical. For example, you
may want a traffic...

Using The Scout Cordless Phone
This version ofQuickQallows the use of up to nine Scout cordless phones by group supervisors or agents.
This limitation of nine is based on simulatneous conversations and not equipment configuration. By using
cordless phones, call center personnel have a lot more freedom to move about in their areas. The Scout phones
should be programmed by the installer so that the F1 button can be used to access theQuickQsystem while
buttons F2, F3, and F4 correspond to the three...

Describing The System Components
NOTE:You can ensure continuous QuickQ operation by adding an uninterruptible power
source to both the digital voice announcer and central call processor, and an optional
battery backup assembly to the DXP or DXPPlusdigital communications system.
Wireless devices may need additional backup.
Call Processor
The call processor is the brain of theQuickQ. It consists of theQuickQsoftware and a personal
computer. The call processor monitors and controls all activities within the...

DescribingQuickQSystem 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...

DescribingQuickQAgent 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
deskmaywishtouseaccountcodestocategorizeitscallsasfollows:
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 the account...

DescribingQuickQGroup 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 Queue)...