Comdial Quick Q Acd Administrators Guide
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Automatic Call Distributor Software Revision 3.0 System Manager’s Guide R QuickQ DXP
Table Of Contents Introducing The QuickQ System...................................... 1–1 UnderstandingThisGuide ........................................ 1–1 Becoming Familiar With Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . 1–1 UnderstandingQuickQ.......................................... 1–2 OrganizingTheCallCenterStaff..................................... 1–3 How This Version OfQuickQIsImprovedOverEarlierVersions ................... 1-4 SelectingReportsToBePrintedAutomatically........................... 1-4 SchedulingTheNightModeOperations............................... 1-4 Transferring External Calls To A Subgroup—Group-To-Group Transfer . . . . . . . . . . . . . 1-4 Calls In QueueButtonAvailable................................... 1-4 GroupSupervisor’sReal-TimeScreenEnhanced .......................... 1-4 Call Routing And Reporting Function Available From Calling Line I.D. . . . . . . . . . . . . . 1-4 ExportingReportsInASCIIFormat................................. 1-4 SettingTheAllAgentBusyAlarm.................................. 1-4 Forcing Account Code Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 UsingTheScoutCordlessPhone................................... 1-5 WallboardsAreOptionallyAvailable ................................ 1-5 ExpandingTheSystem........................................ 1-5 CallsReturnedFromAnOverflowExtension............................ 1-5 Programming The Abandon Call Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 Describing The System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 CallProcessor............................................. 1–6 Digital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 Telephone Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 DescribingQuickQSystemFeatures ................................... 1–7 AnswerBin .............................................. 1–7 AbandonedBin............................................ 1–7 CallQueuing ............................................. 1–7 EvenDistribution........................................... 1–7 Delay Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8 ManagementInformationSystem(MIS)Reporting......................... 1–8 DescribingQuickQAgentFeatures.................................... 1–9 Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–9 CallsWaitingIndication ....................................... 1–9 Log-in/Log-out ........................................... 1–9 MakeSetBusy ............................................ 1–9 SupervisorHelpandMonitoring................................... 1-9 Wrap-upTime ............................................ 1–9 GCA70-336Table Of Contents Software Revision 3.0iii
DescribingQuickQGroupFeatures ...................................1–10 AlarmThreshold(Time) .......................................1–10 AlarmThreshold(CallsinQueue)..................................1-10 AutomaticDay-to-NightMode....................................1–10 AutomaticNight-to-DayMode....................................1-10 AutomaticAnswerMode.......................................1-10 ManualAnswerMode ........................................1-10 OverflowGroup ...........................................1–11 OverflowThreshold .........................................1–11 PriorityCallHandling ........................................1–11 RedirectThreshold ..........................................1–11 CallScreenMode...........................................1–11 UsingtheMouseandKeyboard ................................... 2–1 Programming QuickQ ............................................ 3–1 UnderstandingSystemStartup ...................................... 3–1 Preparing System Layout / Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 ProgrammingTheSystemLevelConfiguration ............................. 3–2 Performing Initial Sign In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 SettingUpTheSystem .......................................... 3–5 SettingtheCompanyName ..................................... 3–5 ChangingPasswordsandID’s .................................... 3-5 SettingtheTimeandDate ...................................... 3–7 SettingtheIntergroupOverflow ................................... 3–8 Setting Announcement Titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–9 AssigningAccountCodes ......................................3–10 Arranging The Stat-Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12 UnderstandingTheOptionalWallboards.................................3-13 ModesOfOperation .........................................3-13 Priorities ...............................................3-14 SettingUpTheOptionalWallboards...................................3-14 Setting Up The Wallboard Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16 ProgrammingGroupLevels .......................................3–18 BySystemManager .........................................3-18 ByGroupSupervisor.........................................3–19 Preparing The Group Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–19 Configuring The Group Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–20 ConfiguringTheGroupDayToNightSchedule ..........................3-22 ConfiguringtheAgentGroup-Setup.................................3–23 Configuring the Line Group-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–25 UnderstandingTheMessages ....................................3-26 UsingTheCallingLine(CLID)Feature...............................3-27 ManagementInformation.......................................3–29 Table Of ContentsGCA70-336 ivSoftware Revision 3.0
System-Backup(ManagerLevel).....................................3-30 Announcement Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30 ConfigurationBackup ........................................3-31 StatsBackup .............................................3-32 OperatingTheQuickQSystem.................................... 4–1 LoggingInandOutofQuickQ...................................... 4–1 OperatingAsAnAgent.......................................... 4–3 AnsweringAutomatically ...................................... 4–3 AnsweringManually ......................................... 4–3 WrappingUpACall ......................................... 4–3 Making Your Telephone Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–4 RequestingHelp ........................................... 4–4 Transferring Calls In Or Out OfQuickQ............................... 4–5 MakinganOutgoingCall....................................... 4-5 Entering Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 OperatingAsASupervisor........................................ 4–6 ChangingTheModeOfOperation.................................. 4–6 Recording And Playing Back The Announcement Message . . . . . . . . . . . . . . . . . . . . 4–7 MonitoringtheAgents ........................................ 4–8 ViewingTheCurrentCallStatistics ................................. 4–9 AdditionalQuickQDisplaysForScoutTelephones ........................4-10 Management Info............................................... 5–1 SelectingTheRealTimeReport ..................................... 5–1 ViewingTheSystemManagerRealTimeReport.......................... 5–1 Selecting The Real Time Set Up Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 ViewingTheSupervisor’sRealTimeReport(GroupLevel) .................... 5-3 SelectingHistoricalReports ....................................... 5-4 ExportingReportsInASCIIFormat................................. 5-5 SelectingCurrentReports......................................... 5–5 SelectingTheReportSchedule...................................... 5-6 SelectingTheMainReportScreens ................................... 5–7 SelectingWallboardMessageReport .................................. 5-8 OpeningTheWallboardScheduleReport ................................5-10 SelectingTheWallboardAlarmReport .................................5-11 SelectingConfigurationReports .....................................5-12 SelectingQuickQMISReports......................................5-13 ViewingTypicalMISReports ......................................5-13 GCA70-336Table Of Contents Software Revision 3.0v
AppendixA .............................................. A–1 UsingQuickQWithaMouse .......................................A–1 Clicking(SelectinganItem) .....................................A–1 Dragging(MovingaWindow)....................................A–1 UnderstandingQuickQWindow Graphics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2 AppendixB.............................................. A–3 SystemLayout/Worksheet........................................A–3 SystemSetup ............................................. A-3 Stat-Bins ............................................... A-4 AppendixC .............................................. A–5 GroupLayout/Worksheet ........................................A–5 GroupSetup.............................................. A-5 AgentGroupSetup .......................................... A-6 LineGroupSetup........................................... A-7 ManagementInformation....................................... A-7 MessageScripts............................................ A-8 Preferred Customer Abandoned Call Record Setup . . . . . . . . . . . . . . . . . . . . . . . . . A-10 WallboardSetupRecord .......................................A-10 WallboardParameterSetup .....................................A-11 WallboardMessages .........................................A-11 WallboardSchedules.........................................A-12 WallboardAlarms ..........................................A-13 AppendixD ..............................................A–15 ReviewingTheProgrammingRoadmap .................................A–15 AppendixE .............................................. A-17 BackupUtility...............................................A-17 WhatIsIt? ..............................................A-17 WhyShouldYouUseIt?.......................................A-17 HowOftenShouldYouUseIt? ...................................A-17 HowDoYouUseIt? .........................................A-17 UsingTheBackupUtility ......................................A-17 TheBackupUtilityHelpSystem...................................A-18 InteractingWithTheBackupUtility.................................A-18 TheBackupUtilityMainMenuOption ...............................A-19 AppendixF .............................................. A-23 UnderstandingEmergencyOperations ..................................A-23 NotifyingAgents ...........................................A-23 Rebooting TheQuickQSystem ...................................A-23 Signing-InAgents ..........................................A-23 PrintingScreenInformation .....................................A-23 SavingCallStatistics.........................................A-24 Table Of ContentsGCA70-336 viSoftware Revision 3.0
AppendixG .............................................. A-25 DetailingComdial’sTechnicalAssistance................................A-25 VerifyingEquipmentOperation ...................................A-25 ExplainingTheRepairService....................................A-25 UpgradingYourSystemKnowledge.................................A-26 GCA70-336Table Of Contents Software Revision 3.0vii
List Of Illustrations Figure 3-1 QuickQ Status Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Figure 3-2 Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Figure3-3IDandPassword ....................................... 3-3 Figure3-4SupervisorSignInWindow ................................. 3-3 Figure3-5IDs/Passwords......................................... 3-5 Figure3-6EditIDandPasswordWindow................................ 3-6 Figure3-7SynchronizingtheClock ................................... 3-7 Figure 3-8 Intergroup Overflow Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 Figure 3-9 Message Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 Figure 3-10 Account Code Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 Figure3-11AnswerTimeBinWindow .................................3-12 Figure 3-12 Wallboard Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13 Figure 3-13 Wallboard Parameters Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15 Figure 3-14 List of System Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17 Figure 3-15 Group Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19 Figure3-16DayToNightSchedule ...................................3-21 Figure 3-14 Agent Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16 Figure 3-15 Add Agent Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17 Figure3-16LineGroupWindow.....................................3-18 Figure 3-17 Agent Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-22 Figure 3-18 Add Agent Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18 Figure 3-17 Message Backup and Restore Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 Figure3-19LineGroupWindow.....................................3-24 Figure 3-20 Adding A Preferred Customer To The Preferred Customer List . . . . . . . . . . . . . . 3-27 Figure 3-21 Preferred Customer Abandoned Setup Window . . . . . . . . . . . . . . . . . . . . . . 3-28 Figure 3-22 Message Backup and Restore Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-29 Figure 3-23 System Program Backup/Restore Window . . . . . . . . . . . . . . . . . . . . . . . . . 3-30 Figure3-24ReportBackup/CleanupWindow ..............................3-31 Figure 3-25 Report Backup/Cleanup Confirmation Window . . . . . . . . . . . . . . . . . . . . . . 3-31 continued on next page... Table Of ContentsGCA70-336 viiiSoftware Revision 3.0
List Of Illustrations (continued) Figure5-1SystemManager’sRealTimeReport ............................ 5-1 Figure 5-2 Real Time Parameter Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Figure5-3Supervisor’sRealTimeReport................................ 5-3 Figure 5-4 Historical Report Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Figure5-5Weekly/MonthlyReportScheduleWindow ......................... 5-6 Figure5-6Weekly/MonthlyReportScheduleWindow ......................... 5-6 Figure5-7AddingANewWallboardSchedule .............................5-10 Figure5-8AddingANewWallboardAlarm...............................5-11 Figure5-9AnswerBins..........................................5-14 Figure5-10AbandonBins ........................................‘5-14 Figure5-11IncomingCallReport ....................................5-15 Figure5-12TotalTimeReport......................................5-16 Figure5-13AverageTimeReport ....................................5-17 Figure5-14SystemCapacityReport...................................5-18 Figure 5-15 Account Code Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18 Figure 5-16 Traffic Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-19 GCA70-336Table Of Contents Software Revision 3.0ix