Comdial Quick Q Acd Administrators Guide

Table 3-1. Wallboard Parameters
Parameter Description Digit Range
ID
IH
AD
AH
OD
OH
SH
SD
AO
AI
AF
AB
AL
QL
QTIncoming calls received in the current day
Incoming call received in the current hour
Abandoned calls in the current day
Abandoned calls in the current hour
Outgoing calls made in the current day
Outgoing calls made in the current hour
Grade of Service offered in the current hour
Grade of Service offered in the current day
Number of Agents on outgoing calls
Number of Agents on incoming calls...

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. SelectGroup Programmingfrom the Manager window menu bar. A pull-down menu appears
with the names of all the groups on the system (Figure 3-14).
Figure 3-14. List of System Groups
2. Select the group you require (either highlight it and press
Enterorclickonitwiththemouse).Asmall
window...

By Group Supervisor
As a Group Supervisor, you must sign into the system using the following procedure.
1. On the main system window, select theSign-Inmenu bar option. TheSystem Accesswindow
appears. The Group Supervisor’s default ID# and password are follows: 901 for group 1, 902 for
group 2, and so on through 916 for group 16. If you experience difficulty, verify ID and password
numbers with the System Manager.
2. Press
Enteror click on Select at theSupervisor/Manager Sign-InWindow.
3. Once you have...

Configuring The Group Parameters
Use this procedure to configure your group parameters:
1. SelectGroup-Setupfrom the menu bar. The Parameter Setup and Day to Night Schedule
options appear. Select Parameter Setup and the Group Setup window (Figure 3-15) appears and shows
the group name in the title bar. The screen also displays the default settings for a variety of
parameters. Continue with step 2.
2. To change the overflow threshold, move the highlight to the top box, and enter the new time in place
of...

7. If you set theCall Screeningfield toYes, the system forces all callers to listen to the entire first
message. This action reduces the number of calls that require personal assistance by providing the
information on the first message.
8. Use theAutomatic Force Callfield when the Agents are using a headset. The system sounds a
tone in the Agent’s headset and connects the call. The default setting isNo. The action provided by
this feature is the opposite of Manual answer. Therefore, if you set this...

Configuring The Group Day To Night Schedule
Use this procedure to specify whether the system will automatically switch to night mode at the specified
Day-to-Night mode time. Every group can set its own unique seven-day schedule.
1. SelectGroup-Setupfrom the menu bar. The Parameter Setup and Day to Night schedule options
appear. Select Day to Night Schedule and the Day to Night Schedule window appears (Figure 3-16).
2. Select the days you want to schedule by clicking on the down arrow box in each of the...

Configuring The Agent Group-Setup
Use this Agent group setup procedure to assign agents to the Agent sub-groups, to remove Agents from a
group, and to set or change Agents’ ID#, password, priority and wrap-up times. Agents may be assigned
to one of four Sub-groups. These Sub-groups are used for statistical purposes only. (For example:
Subgroup 1 contains all full-time staff, subgroup 2 are all part-time staff, etc.) Calls will be distributed to
all agents in a subgroup evenly.
1. SelectAgent...

4. Type the name of the Agent at the AGENT default entry. Eight character spaces are provided for the
agent’s name.
NOTE: If you are using the keyboard, use theTabkey to move from field to field. If you are
using the mouse, click on the field you wish to work with.
5. Enter the ID# and password for the Agent. When you are in the Priority field, pressEnteror click on
the arrow icon, and a drop-down menu appears. From this menu, select the priority for the Agent
(Priority 01 is the highest and 04 is the...

Configuring the Line Group-Setup
During installation, the technician assigns the lines to different Subgroups. For example, local lines will
be grouped in one Subgroup and Inwats lines will be grouped into another Subgroup.
LineGroup-Setupis used to set up various parameters for the line groups. It provides end users
flexibility of assigning different messages and priority levels to the different Subgroups. Use this
LineGroup-Setupprocedures to configure parameters for the installer-assigned line groups...

message changes to the night message.
6. The First Message Intercept Delay is the time between whenQuickQanswers the call and plays the
first message to the caller if all agents are busy. Enter this time in minutes and seconds (default equals
10 seconds).
7. The Music interval is the time between messages (between the first and second. and between repeats
of the second message). Enter this time in minutes and seconds (default is 30 seconds).
8. Establish the line group priority. Click on the arrow icon...