Comdial Quick Q Acd Administrators Guide
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Appendix G Detailing Comdial’s Technical Assistance Verifying Equipment Operation Comdial installation specialists strongly suggest that you temporarily install the equipment and test the system operation at your facility before you take it to the permanent installation site. When you do this, you ensure that the equipment is operational, and if it is not operational, you give yourself an opportunity to correct any problems that exist. Follow the installation details closely in this manual and double check your work for mistakes. If you cannot resolve the operating failure, you may need the technical assistance that Comdial makes available. Explaining The Repair Service FCC regulations do not permit repair of customer owned equipment by anyone except the manufacturer or their authorized agent. Unless specifically detailed, Comdial policy does not warrant its equipment as field repairable items. If the equipment needs repair subsequent to the warranty period, you may return it to Comdial for repair. Comdial repair personal will, at their option, either repair the defective equipment or replace it with a remanufactured unit. This repair will be done at a fixed charge. For information on this charge, call or write to the following address: Comdial P.O. Box 7266 Charlottesville, VA 22906-7266 Attention: Repair Department Telephone: 1-800-877-4448 When returning equipment for repair, pack it carefully to prevent damage. The purchaser is responsible for any damages during shipment. Ship the equipment freight or postage prepaid. The shipping address is as follows: Comdial 1180 Seminole Trail Charlottesville, VA 22906-2829 Attention: Repair Department GCA70-336Appendix Software Revision 3.0A-25
Upgrading Your System Knowledge From time-to-time, Comdial Engineers will enhance equipment software or add to the hardware capability. The technical publications personnel document these changes on Technical Advisory Bulletins that they make available to you in several ways: ·you may turn to the appropriate section in your system’s instruction binder and find the TABs that are currently available, ·you may call the Technical Services facsimile (FAX) line at 1-800-266-3425, Extension 500 and obtain additional copies, ·you may call the bulletin board at 1-804-978-2583 and down-load the TAB information. In addition to TAB information, the bulletin board also contains the latest Comdial manuals and system software that you can down-load. AppendixGCA70-336 A-26Software Revision 3.0
Index A Abandoned Bin .................................................... 1–7 AdditionalQuickQDisplays For Scout Telephones.................................................... 4–10 Account Code Setup Window ........................... 3–11 Account Codes, Assigning ................................ 3–10 Account Codes .................................................... 1–9 Add Agent Window .......................................... 3–23 Agent Features, Describing The .......................... 1–9 Agent Group Setup ..............................................A-6 Agent Group Window ....................................... 3–23 Agent Group-Setup, Configuring The .............. 3–23 Agent Monitoring ................................................ 4–8 Agent Operation .................................................. 4–3 Alarm Threshold................................................ 1–10 Announcement Backup ..................................... 3–30 Announcement Messages, Recording And Playing Back ......................... 4–7 Announcement Titles, Setting ............................. 3–9 Answer Bin .......................................................... 1–7 Answer Time bin Window ................................ 3–12 Answering Automatically ................................... 4–3 Answering Manually ........................................... 4–3 Appendix A ........................................................ A–1 Appendix B......................................................... A–3 Appendix C......................................................... A–5 Appendix D ...................................................... A–15 Appendix E ....................................................... A–17 Appendix F ....................................................... A–23 Appendix G ...................................................... A–25 Arranging The Stat-Bins ................................... 3–12 Assigning Account Codes ................................. 3–10 Automatic Answer Mode .................................. 1–10 Automatic Day-to-Night Mode ......................... 1–10 Automatic Night-to-Day Mode ......................... 1–10 B Backup Utility .................................................. A–17 Becoming Familiar With Conventions Used in This Guide ......................................... 1–1 Busy, Making Your Telephone ........................... 4–4 C Call Center Staff, Organizing The ...................... 1–3 Call Handling, Priority ...................................... 1–11 Call Processor ...................................................... 1–6 Call Queuing........................................................ 1–7 Call Routing And Reporting Functions Available From Calling Line I.D. ................................... 1–4 Call Screen Mode .............................................. 1–11Call Statistics, Saving ....................................... A–24 Calls In Queue Button Available ........................ 1-4 Calls Returned From An Overflow Extension .... 1–5 Calls Waiting Indication...................................... 1–9 Calling Line (CLID) Feature, Using The .......... 3-27 Changing Passwords And ID’s ........................... 3–5 Changing The Mode Of Operation ..................... 4–6 Clicking (Selecting an Item)............................... A–1 Clock, Synchronizing The ................................... 3–7 Close Box ........................................................... A–2 Company Name, Setting The .............................. 3–5 Components, Describing The System ................. 1–6 Configuration Backup ....................................... 3–31 Configuring The Agent Group-Setup................ 3–23 Configuring The Group Day To Night Schedule........................................................ 3–22 Configuring The Group Parameters .................. 3–20 Configuring The Line Group-Setup .................. 3–25 D Day-to-Night Mode, Automatic ........................ 1–10 Day To Night Schedule, Configuring The Group ............................................................ 3–22 Delay Announcements ........................................ 1–8 DescribingQuickQAgent Features..................... 1–9 DescribingQuickQGroup Features .................. 1–10 DescribingQuickQSystem Features................... 1–7 Describing The System Components .................. 1–6 Detailing Comdial’s Technical Assistance ...... A–25 Digital Voice Announcer..................................... 1–6 Displays For Scout Telephones, Additional QuickQ.......................................................... 4–10 Dragging (Moving a Window) ........................... A–1 E Edit ID And Password Window .......................... 3–6 Equipment Operation, Verifying ...................... A–25 Emergency Operations, Understanding ........... A–23 Entering Account Codes...................................... 4–5 Even Distribution ................................................ 1–7 Expanding The System........................................ 1–5 Explaining The Repair Service ........................ A–25 Exporting Reports In ASCII Format ........... 1-4, 5–5 F Features, Describing The Agent .......................... 1–9 Features, Describing The Group ....................... 1–10 Features, Describing The System ........................ 1–7 Forcing Account Code Entry............................... 1–4 GCA70-336Index Software Revision 3.0I–1
G Group Features .................................................. 1–10 Group Layout / Worksheet ................................. A–5 Group Levels, Programming ............................. 3–18 Group Setup .........................................................A-5 Group Setup Window ........................................ 3–20 Group Supervisor, Programming By ................ 3–19 Group Supervisor’s Real Time Screen Enhanced ........................................................ 1–4 H How This Version Of QuickQ Is Improved Over Earlier Versions ..................................... 1–4 I ID And Password................................................. 3–3 Interacting With The Backup Utility................ A–18 Intergroup Overflow, Setting The ....................... 3–8 Intergroup Overflow Window ............................. 3–8 Introducing TheQuickQSystem ......................... 1–1 L Line Group Window.......................................... 3–25 Line Group Setup ................................................A-7 Line Group-Setup, Configuring The ................. 3–25 List Of System Groups ...................................... 3–18 Log-in / Log-out .................................................. 1–9 Logging In And Out ofQuickQ.......................... 4–1 M Make Set Busy..................................................... 1–9 Make Your Telephone Busy ............................... 4–4 Making An Outgoing Call ................................... 4–5 Management Info. ............................................... 5–1 Management Information. .........................3–29, A-7 Management Information System Reporting ...... 1–8 Manual Answer Mode ......................................... 1–7 Message Scripts ...................................................A-8 Message Window ................................................ 3–9 Messages, Understanding The........................... 3–26 Modes Of Operation (Wallboard) ......................3-13 Monitoring The Agents ....................................... 4–8 Mouse And Keyboard, Using .............................. 2–1 Mouse, UsingQuickQWith a ............................ A–1 N Night-to-Day Mode, Automatic ........................ 1–10 Notifying Agents .............................................. A–23 O Opening The Wallboard Schedule Report ........ 5–10 Operating As A Supervisor ................................. 4–6 Operating As An Agent ....................................... 4–3 Operating TheQuickQSystem ........................... 4–1 Organizing The Call Center Staff........................ 1–3 Overflow Group ................................................ 1–11 Overflow Threshold .......................................... 1–11 P Performing Initial Sign In.................................... 3–2 Performing The Group Programming ............... 3–18 Preferred Customer Abandoned Call Record Setup ............................................................ A–10 Preparing System Layout /Worksheets ............... 3–2 Preparing The Group Layout / Worksheet ........ 3–19 Printing Screen Information ............................. A–23 Priority Call Handling ....................................... 1–11 Priorities (Wallboard) ........................................ 3-14 Programming Group Levels .............................. 3–18 ProgrammingQuickQ.......................................... 3–1 Programming The Abandon Call Timer ............. 1–5 Programming The System Level Configuration . 3–2 R Re-size Edges ..................................................... A–2 Real Time Parameters, Selecting The ................. 5–2 Rebooting TheQuickQSystem ........................ A–23 Recording And Playing Back The Announcement Message On The DVA16 ............................... 4–7 Redirect Threshold ............................................ 1–11 Repair Service, Explaining The ....................... A–25 Report Screens, Selecting The Main ................... 5–7 Reports, Viewing The Real Time........................ 5–1 Reports, Selecting Current .................................. 5–5 Reports, Selecting The Historical........................ 5–4 Reports, Selecting The Real Time....................... 5–1 Reports, Viewing Typical MIS ......................... 5–13 Requesting Help .................................................. 4–4 Reviewing The Programming Roadmap .......... A–15 IndexGCA70-336 I–2Software Revision 3.0
S Saving Call Statistics ........................................ A–24 Scheduling The Night Mode Operations ............ 1–4 Screen Information, Printing ............................ A–23 Scroll Bar ............................................................ A–2 Selecting Configuration Reports ....................... 5–12 Selecting Current Reports ................................... 5–5 Selecting Historical Reports ................................ 5–4 SelectingQuickQMIS Reports ......................... 5–13 Selecting Reports To Be Printed Automatically ................................................. 1–4 Selecting The Main Report Screens .................... 5–7 Selecting The Real Time Setup Parameters ........ 5–2 Selecting The Real Time Report ......................... 5–1 Selecting The Report Schedule ........................... 5–6 Selecting The Wallboard Alarm Report............ 5–11 Selecting Wallboard Message Report ................. 5–8 Setting Announcement Titles .............................. 3–9 Setting The All Agent Busy Alarm ..................... 1–4 Setting The Company Name ............................... 3–5 Setting The Intergroup Overflow ........................ 3–8 Setting The Time And Date ................................ 3–7 Setting Up The Optional Wallboards ................ 3–13 Setting Up The Wallboard Parameters.............. 3–16 Setting Up The System ........................................ 3–5 Sign In, Performing Initial .................................. 3–2 Sign In Window................................................... 3–2 Signing In Agents ............................................. A–23 Signing-In As A Group Supervisor ................... 3–19 Stat-Bin, Arranging The .................................... 3–12 Stat-Bins ..............................................................A-4 Stats Backup ...................................................... 3–32 Supervisor Help And Monitoring ....................... 1–9 Supervisor Operation........................................... 4–6 Supervisor Sign In Window ................................ 3–3 Synchronizing The Clock .................................... 3–7 System Backup (Manager Level) ...................... 3–30 System Features ................................................... 1–7 System Knowledge, Upgrading Your .............. A–26 System Layout / Worksheet ............................... A–3 System, Operating TheQuickQ.......................... 4–1 System, Setting Up The ....................................... 3–5 System Startup, Understanding ........................... 3–1 T Technical Assistance, Detailing Comdial’s ..... A–25 Telephone Extensions.......................................... 1–6The Backup Utility Help System ..................... A–18 The Backup Utility Main Menu Options ......... A–19 Time And Date, Setting The................................ 3–7 Title Bar .............................................................. A–2 Transferring Calls In Or Out OfQuickQ............ 4–5 Transferring External Calls To A Subgroup ....... 1–4 U Understanding Emergency Operations ............ A–23 Understanding QuickQ....................................... 1–2 UnderstandingQuickQWindow Graphics ........ A–2 Understanding System Startup ............................ 3–1 Understanding The Messages............................ 3–26 Understanding The Wallboards......................... 3-13 Understanding This Guide .................................. 1–1 Upgrading Your System Knowledge ............... A–26 UsingQuickQWith a Mouse ............................. A–1 Using The Backup Utility ................................ A–17 Using The Calling Line (CLID) Feature ........... 3–27 Using The Mouse And Keyboard ....................... 2–1 Using The Scout Cordless Phone ........................ 1–5 V Verifying Equipment Operation ....................... A–25 Viewing The Current Call Statistics.................... 4–9 Viewing The System Manager Real Time Report ........................................... 5–1 Viewing The Supervisor’s Real Time Report ........................................... 5–3 Viewing Typical MIS Reports .......................... 5–13 W Wallboard Alarms ............................................ A–13 Wallboard Messages......................................... A–11 Wallboard Parameter Setup .............................. A–11 Wallboard Schedules ........................................ A–12 Wallboard Setup Record .................................. A–10 Wallboards Are Optionally Available ................. 1–5 Window Graphic inQuickQ............................... A–2 Worksheet, Group Layout .................................. A–5 Worksheet, Preparing System Layout ................. 3–2 Worksheet, Preparing The Group Layout ......... 3–19 Worksheet, System Layout................................. A–3 Wrap-up Time ..................................................... 1–9 Wrapping Up A Call............................................ 4–3 GCA70-336Index Software Revision 3.0I–3
This manual has been developed by Comdial Corporation (the “Company”) and is intended for the use of its customers and service personnel. The information in this manual is subject to change without notice. While every effort has been made to eliminate errors, the Company disclaims liability for any difficulties arising from the interpretation of the information contained herein. The information contained herein does not purport to cover all details or variations in equipment or to provide for every possible contingency to be met in connection with installation, operation, or maintenance. Should further information be desired, or should particular problems arise which are not covered sufficiently for the purchaser’s purposes, contact Comdial, Inside Sales Department, P.O. Box 7266, Charlottesville, Virginia 22906.
GCA70-336.02 04/97 Charlottesville, Virginia 22901-2829 R World Wide Web: http://www.comdial.com/ Printed in U.S.A.