Comdial Quick Q Acd Administrators Guide

Using The Calling Line Identification (CLID) Feature
TheQuickQsystem supports preferred customer routing based on Calling Line ID network digits. It
provides a method of call routing that can handle a preferred customer list of up to 50 preferred customers
per group. The system can also route a total of 320 preferred customers to agents within specifiec agent
subgroups. Calls from preferred customers are routed to agents in a specified sub-group. Each group
supervisor has the option to activate this...

Figure 3-20. Adding A Preferred Customer To The Preferred Customer List
Updating Or Deleting Preferred Customers
1. SelectCLIDfrom the menu bar, a pull-down menu appears with two selections. Click on customer
Setup and theCustomer Setupwindow appears.
2. Select the customer’s name by using theupanddownkey to highlight the name and then press
Enter
or use the mouse to click on the customer’s name you want to delete or update. TheEdit
Customerwindow appears (Figure 3-20).
3. Make changes as needed in the...

Setting Up The Abandoned call Record
1. SelectCLIDfrom the menu bar, a pull-down menu appears with two selections. Click on the
Abandoned Call Reportand theAbandoned Call Reportwindow appears (Figure 3-21).
2. Select the day or days of the week you want the abandoned call report printed by clicking on the
corresponding buttons. Report opens on screen with the options print export.
3. To set up the automatic printing interval, click on the down arrow box and a pull-down menu appears
with several interval...

System-Backup (Manager Level)
TheQuickQautomatically stores all Programming changes and Statistical Data to the P.C.’s hard disk.
TheSystem-Backupoption provides a method to back-up data, onto floppy disk. This ensures safe
storage of the Digital Announcement Messages, the Configuration Parameters, and the Statistical Reports.
It is a good practice to always back-up any changes to messages and configuration programming, thus
protecting against interruptions in power, hardware failures, and inadvertent...

3. Use the Backup button to send the current DVA messages to the floppy disk. The Restore button
retrieves the DVA messages from the floppy disk to the hard drive.
NOTE: Use the
Tabkey to move from the Backup button to the Restore Button. The
messages are backed up to the 3.5-in. floppy disk drive in the DVA, not the floppy disk
drive in the call processor. Install the correct floppy disk in the DVA drive before you
start a backup or restore action. Use a standard DOS-formatted 1.44MB disk.
Configuration...

Stats Backup
1. SelectStats Backupfrom theSystem-Backuppull down menu, theReport
Back-Up/Clean-Upwindow appears. Refer to Figure 3-24.
2. Use the
Tabkey to move from theCancelbutton to theBackupbutton. SelectCancelto
exit this function and close theReport Back-Up/Clean-Upwindow. When selecting
Backup, anotherReport Backup/Cleanupwindow appears. Refer to Figure 3-25. Select the
Continuebutton to initiate the Report Back-Up function. Refer to Appendix E, Backup Utility
section for details.
NOTE: QuickQ...

Operating the QuickQ System
The screens illustrated on the following pages are typical for telephones having a 32-character display (16
characters x 2 lines). Because the Scout cordless phone, which can optionally be used by QuickQ
supervisors, has a 20-character display (10 characters x 2 lines), many of the messages must be
abbreviated. These are illustrated on the following pages adjacent to the 32-character displays.
Logging In and Out of QuickQ
The following Log-In and Log-Out procedures apply to...

For Supervisors:
The system presents supervisor with a screen that asks if they wish to accept calls or not. Respond by
pressing either the
YESorNOinteractive button.
5. The following screens indicates you are now ready to accept ACD calls:
For Agents:
For Supervisors:
6.For Agents logged into one group:
You can log out fromQuickQwhile in the Ready, Busy or Wrap-up modes. To do this, press the
LOG
interactive button. You are now in the Log Procedure, press theOUTinteractive button to log out.
For Agents...

OperatingAsAnAgent
Answering Automatically
In the automatic answer mode, with a headset enabled, when a call arrives at your telephone, you receive
a warning tone and the system automatically connects the call. Speak into the mouth-piece of the headset.
The display shows the call sub-group and the length of time the caller waited to be connected.
Answering Manually
In the manual answer mode when a call arrives at your telephone, the telephone will ring.
·Lift the handset or press theSPEAKERbutton to...

Making Your Telephone Busy
You can arrange your telephone to be unavailable to answer calls (for such times as lunch and breaks).
·To make your telephone busy, press theBUSYinteractive button.
·To return to the ready mode, press theCANCELinteractive button.
Requesting Help
When necessary, you can use this procedure to request help from your Supervisor.
1. Whileengagedonacall,pressthe
HELPinteractive button. If the Supervisor is busy or unavailable
(after 5 seconds of prompting) your telephone display...