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 below:
·Text that appears on the screen is shown as,Enter your password.
·Text that you have to type is shown in two different ways:
-‘typeAlbert Smithat the appropriate box’ means that you should type the characters exactly as shown, but
-‘type your password’ means that you should type the actual digits of your password.
·
Keys that you are required to press are shown as,Enter.
Note: On some keyboards, the Enter key may be called Return.
The wordselectis used to describe the use of either the mouse or the direction arrow keys to highlight an
option on the screen.
The wordmessageis used exclusively when referring to text messages and the wordannouncementis
used exclusively when referring to voice announcements.
The wordwallboardis used exclusively when referring to the optional electronic display board. This
device may be called electronic message center, reader board, display, sign,or other names in related
literature.
Notes bring your attention to a particular item.Notesare given between paragraphs of text, and are shown
in the following form:
Note: If you are using the keyboard use the Tab key to move from field to field. If you are using
the mouse, click on the field you wish to work with.
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							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 queue to increase the effective arrival rate of the incoming calls, and to allow more
productive time for the Agent,
·play prerecorded announcements when no Agents are available thus encouraging the caller to wait in a
queue,
·automatically distribute the workload among the Agents to allow an equal distribution of duties,
effecting greater productivity,
·provide comprehensive statistical management reports that allow rational and efficient allocation of the
call center’s resources, and provide quick feedback to agents on system status via optional electronic
displays called wallboards.
Any corporation or company that answers incoming telephone calls with a staff of Agents or trained
people is a potential candidate for the considerable cost savings and service benefits of theQuickQ.
In an automatic call distribution (ACD) application, a calling customer needs to reach a service person in
a particular area but does not need to reach a specific individual. For example, the customer may be
calling a company to place an order, check a reservation, or talk to a support or help desk. In all cases, it
is important that the call be answered as quickly as possible by any service person in that area.
It is statistically proven that a single large group of agents is more productive than an equal number of
agent in several smaller groups provided that the calls are homogeneous.
Calling traffic is considered homogeneous when anyone within a group of trained representatives can
effectively handle the call; however, this uniformity does not imply that ACD systems can handle only
one type of call. Many successful operations exist where different types of calls reach specially trained
operators in a busy call center. However, it is more efficient to separate different types of calls into
groups.QuickQhas the ability to configure the ACD operation into 16 groups, each of which can have
four sub-groups.
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							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 ACD center and has
several responsibilities including the following items:
·control of systems configuration, such as the number of groups and overflow between groups,
·effectively balance the staffing of the ACD center according to the traffic demands of the various
groups.
The Group Supervisoris directly responsible for the following responsibilities:
·moving, adding and deleting Agents required for the call center,
·the telephone service provided by Agents in their respective groups,
·monitoring the activity of the Agents,
·evaluating the performance of the Agents,
·providing assistance on calls beyond the capability or training of the Agents.
The Telephone Agentis often referred to as a Customer Service Representative (CSR) and is mainly
responsible for a particular group of telephone lines or a certain type of call; however, the system allows
assignment of multiple group agents that are a part of more than one group.
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							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 analysis report to print just before a shift change. As an example, you could program
QuickQto print this report at 15:45 every weekday, or any other time you would like.
Scheduling The Night Mode Operations
With this version ofQuickQ, it is now possible for each group to choose different night modes of operation for
different nights of the week instead of having just one night mode for every night.
Transferring External Calls To A Subgroup—Group-To-Group Transfer
Earlier versions ofQuickQwould not allow the transfer of an external call from one subgroup to another. With
this version, you can now transfer these calls to a similar subgroup residing in the target group. (Subgroup use
defined by line programming.)
Calls In QueueButton Available
You can program a spare D.S.S. Button (Calls In Queue) on your LCD phone to provide the number of calls
waiting in the queue. When the agent presses this button, the number of calls waiting in the agent’s group is
displayed for three seconds on the top line of the phone’s LCD. After three seconds, the display returns to its
previous state. This feature is not available on the Scout phone.
Group Supervisor’s Real Time Screen Enhanced
The group supervisor’s screen is now enhanced to provide more information. With this version ofQuickQ,this
screen shows incoming, outgoing, and busy times for each agent.
Call Routing And Reporting Functions Available From Calling Line I.D.
This version ofQuickQcan take advantage of calling line identification codes. The system can route incoming
calls from preferred customers to certain agents for special handling. Additionally, by using the calling line
I.D. features, the system will generate a preferred customer call report and/or an abandoned call report on the
preferred customer.
Exporting Reports In ASCII Format
The system provides an option that will allow you to export reports in ASCII format. This is a common format
used by many computer applications. By selecting the ASCII format, you can export your system statistical
and performance data directly into many popular spread sheet programs. Once the data is entered into one of
these programs, you can then customize your reports any way you choose.
Setting The All Agent Busy Alarm
An option is available on this version ofQuickQto allow a group supervisor to set theall agent busyalarm.
Forcing Account Code Entry
The group supervisor can optionally select a feature that will force agents to enter an account code at the
completion of every call. While the time to do this is collected as wrap-up time, the agent cannot enter the
wrap-up state until he or she enters an account code when this feature is set.
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							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 interactive buttons on the proprietary 12-button and 24-button
phones.
Wallboards Are Optionally Available
Wallboards, now available as aQuickQoption, use LEDs for displayingQuickQmessages.
There are two different wallboard models—mono and color. The mono wallboard has one message field
consisting of 20 characters and uses red LEDs. The color wallboard contains two message fields of 20
characters each and uses tri-colored (red, green, and yellow) LEDs.
Up to 16 wallboards can be networked together in any combination of mono and color types, and they can all
display a different message or the same message.
The wallboards can display static messages created by the group supervisor; for example, HAVE A GOOD
DAY!; or, they can display system status messages on a real time basis; for example, INCOMING CALLS
RECEIVED THIS HOUR IS nn. In the last example, nn represents a parameter that is updated automatically
by the system. The group supervisor can set threshold points that will trigger alarms when parameters reach or
exceed the preset thresholds.
Up to 32 messages can be stored in a message library. Each message can have a message length of 70
characters. When messages contain more than 20 characters, they will scroll on the wallboard. Summary
messages display each pair of four pairs of parameters for six seconds, and the word SUMMARY will appear
centered on the top line of the color wallboard in green letters. On the mono wallboard, summary will appear
as SUM followed by a pair of parameters—all in red letters.
Messages are initiated in any one of three ways: manually from the processor’s keyboard, by preset time, or on
an event basis such as when a preset threshold is reached.
The wallboards interface with a RS-485 serial data network. The RS-232 serial data output from theQuickQ
processor is translated by a converter box to RS-485. Wireless transmitters and receivers are also available as
an option.
Expanding The System
ThisQuickQversion is initially available in three different packages (A, B, and C) that differ by their amount
of agent capacity. Two of these packages (B and C) can be expanded in increments of 12 agents up to a total of
24 additional agents. The method used for expanding the system is by the technician entering a unique and
volatile password in the technician’supgradescreen. The password is provided verbally by Comdial upon
proof of payment for the desired upgrade.
Calls Returned From An Overflow Extension
Calls that the system sends to an overflow extension, after a specified period of time, now return to their
original queue if they are not answered by the overflow extension after a system time-out occurs. Once the
overflowed call returns to the queue, the regular overflow threshold counter starts counting again and the
process is repeated until the call is answered.
Programming The Abandon Call Timer
Earlier versions ofQuickQcounted any call that lasted less than nine seconds as an abandoned call. This
version has a feature that allows the technician to program the abandon call timer for any value from 0 to 99
seconds. This is done by programming an external switch in the ACD command line in the DOS batch file.
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							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 boundaries of the call center.
Digital Voice Announcer
The Digital Voice Announcer (DVA) is a stand-alone voice processing system designed to directly
interface with the DXP or DXPPlusdigital communications system. Two models are available—the
DVA01 can store up to four digitized voice announcements for playback under control of the central call
processing unit while the DVA16 can store up to 16 announcements. In a busy call center when all
Agents are busy, the DVA intercepts incoming calls and plays prerecorded voice announcements.
When using the DVA01 withQuickQ, the following limitations apply.
1.QuickQcannot support more than two DVA01 units.
2. You can record only four messages and they must be assigned to message numbers 44 through 47.
These message numbers are reserved forQuickQ.
3.QuickQcannot support both DVA16 and DVA01 at the same time.
4. You must control all DVA01 functions, like recording or deleting messages, from the attendant’s
station (station 10).
5. You can record messages on the DVA01 whileQuickQis active; however, if you are recording at the
same time the system is receiving a call, the caller may not hear any recorded message.
6. The installer must know where theQuickQmessages reside and program the appropriate extension
numbers using the voice port programming screen.
7. Neither theQuickQtechnician nor the supervisor can record or play messages on the DVA01 using
theQuickQmessage playback/record.
8.QuickQcannot display message limits for the DVA01.
9. The DVA status, displayed in the CLOCK window, always showsDisabledwhen the system is using
the DVA01.
10. The announcement (message) backup feature is disabled.
Telephone Extensions
The Agent’s and Supervisor’s stations are typical proprietary telephones (12 or 24 Button Display Sets) or
optionally Scout cordless phones can be used by Supervisors.
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							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 between 0 and 20 seconds, (0)
Bin 02 5 00:40 The number of calls answered between 20 and 40 seconds, (5)
Bin 03 2 01:00 The number of calls answered between 40 seconds and 1 minute, (2)
Abandoned Bin
Abandoned bin is the time between when a call arrives in the queue and when the caller hangs up without
being connected to an Agent. There are six abandoned bins in the system. The system abandoned bin time
defaults are zero. By setting time frames in the abandoned bins, the Manager can determine how tolerant
customers are of the waiting time to which they are being subjected. An example of a typical abandoned
bin is shown below.
Abandoned Number of Time Definition
Bin Calls
Bin 01 0 00:10 The number of calls abandoned between 0 and 10 seconds, (0)
Bin 02 11 00:30 The number of calls abandoned between 10 and 30 seconds, (11)
Bin 03 15 00:50 The number of calls abandoned between 30 and 50 seconds, (15)
Call Queuing
TheQuickQmanages incoming calls in a logical sequence. The number of incoming calls arriving at a
call center at any one time is random. The calls are queued on a first in first out principle. Call queuing
ensures that calls are handled in a timely and efficient manner. Priority can be assigned to preferred lines
such as Inwats (800 lines).
Even Distribution
TheQuickQeffectively shares the incoming call workload evenly among agents. This ensures the
optimum productivity of all agents by distributing calls to the longest idle agent.
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							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 you
momentarily) you assure the callers they are important and that their call will be answered in sequence,
and that they should wait and not hang up. Without this announcement most people will hang up after
five or six rings.
Note: Be creative with your messages, provide important information, advertise special
promotions and in general, keep your customers entertained and informed while
they are waiting.
Management Information System (MIS) Reporting
TheQuickQsystem provides both real time and historical statistical information on the performance of
the call center (Agent or line activity).
·Real-time screens are shown for System Managers and for Groups in Section 5 under the heading
Selecting The Real Time Report.
·Historical information is described in details in Section 5 under the heading Selecting Historical
Reports.
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							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 code that corresponds to the type of call they have just dealt with. This
information is stored in the systems statistics. System Managers can use the Management Information
Report System to analyze the types of traffic and the topics of that traffic. Account codes can be optional,
forced and verified. This is aQuickQfeature, not a DXP feature.
Calls Waiting Indication
The calls waiting indication details the number of calls waiting in the queue. The system displays this
information on both the Agents and Supervisors telephones. The calls waiting indication prompts Agents
to quickly complete their present activity and answer the calls waiting in the queue. It alerts Supervisors
to release available Agents who had been assigned to other tasks.
Log-in / Log-out
Agents move in or out of the system on an individual basis. Each Agent has his or her own three-digit
user ID and password. Agents log into the system at the start of their day and log out of the system at the
end of their day. When they take lunch or coffee breaks, they use the make set busy feature.
Make Set Busy
An Agent can manually make their telephone busy by pressing theBUSYinteractive button. This allows
the Agent to temporarily leave the system (during lunch or breaks).
Supervisor Help and Monitoring
The Supervisor uses the help and monitoring capabilities to provide expert advice to Agents on difficult
calls. Supervisors can listen to Agent/customer conversations to ensure courteous and efficient service.
The Help function allows the Agents to request the Supervisor’s help without interrupting the call in
progress.
Wrap-up Time
Immediately after he or she terminates a call, the system places that Agent’s telephone into the wrap-up
mode. During this wrap-up time, the agent will not be presented any calls. Usually the Agent will take
this time to finish any paperwork associated with the call just completed. The Group Supervisor
programs the wrap-up time for each individual Agent. Experienced Agents may require less time to wrap
up a call than less experienced Agents.
An Agent can shorten a call’s wrap-up time by pressing the
READYinteractive button, and similarly can
extend a call’s wrap-up time by pressing the
BUSYinteractive button.
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							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) is set to a number higher
than zero (0), an audible tone will go off at all Agent’s telephones when that preset number of calls has
reached the Alarm Threshold (Time). If the Alarm Threshold (Calls in Queue) is set equal to zero (0), the
alarm will not go off even if calls have reached the Alarm Threshold (Time). Statistics will still be
collected for MIS Reports and supervisors’ wallboards.
Automatic Day-to-Night Mode
Each Group Supervisor can set their group to automatically switch from day mode to night mode.
·In night mode, the system answers the incoming calls, plays the prerecorded night announcement, and
releases the call.
·The system will automatically log all agents out when all calls holding, prior to night mode are
answered.
Automatic Night-to-Day Mode
QuickQswitches from night mode to day mode when the first Agent of the group logs into the system to
take calls. This ensures there is always someone logged in to take calls before the system accepts them.
Automatic Answer Mode
An Agent that operates in the automatic answer mode wears a head set. For incoming calls, the system
rings the agent’s telephone and connects the call directly to it.
Manual Answer Mode
An Agent in manual answer mode chooses to answer the incoming call or to reject it using the interactive
buttons on his or her telephone.
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