Comdial Quick Q Acd Administrators Guide

							Overflow Group
The overflow group is a secondary group of Agents to whom the system will direct calls after the
overflow threshold time-out occurs (default is 3 minutes, 30 seconds). The overflow group allows agents
in more than one group to handle calls. By handling calls from other groups, Agents increase the overall
call handling efficiency of the system. The system allows 4 overflow groups for each group. The overflow
groups are set by the System Manager.
Note: Overflow level 4 can be set to a specific Non-ACD extension.
Example:
Agents in Group Two will receive calls from Group One when the preprogrammed period of time (default
is 210 seconds) has gone beyond the overflow threshold (preset depending on the Group’s requirements).
If all agents in Group Two are busy, the system can “look back” to Group One and direct calls there as
agents become available.
Overflow Threshold
The overflow threshold is the period of time that the system holds a call before it transfers it to an
overflow group.
Priority Call Handling
There are four call handling priority levels (01 is the highest priority and 04 is the lowest priority).
System Managers can assign a priority status to sub-groups of telephone lines. The system will queue the
calls that arrive on those lines ahead of the calls that arrive on non-priority lines.
Example:Assign 800 numbers a priority of 01 so Agents will answer these calls before they answer any
other call. This is important, as network billing starts as soon as theQuickQanswers the call.
Individual Agents can have a priority status (01 to 04). The system assigns calls to Agents with the
highest priority before it assigns calls to lower priority Agents.
Example:Assign Agent 200 a priority of 01 and Agent 209 a priority of 04. Agent 200 will receive
incoming calls before Agent 209 receives any regardless of idle time. This allows Agent 209 to be
available for calls yet be less likely to be interrupted from any other assigned work. This means Agent
209 can do assigned paperwork during a known slack period and still be available to answer calls if all
other Agents are busy.
Redirect Threshold
If a call is not answered by an Agent (for example, the Agent forgot either to log-out or to make their
telephone busy before leaving their desk) for a period of time defined as the redirect threshold time, the
system will redirect the call to another Agent or group and automatically make the Agent’s telephone
busy. This occurs only in Manual Answer Mode.
Call Screen Mode
This mode of call routing sends all calls to the digital voice announcer. Callers hear the complete initial
delay announcement before their call is directed to an Agent. Usually the message is used to provide the
caller with certain information (promotional information or instructions such as “Please have your credit
card number ready”) prior to talking to an Agent.
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							Using the Mouse and Keyboard
You can use theQuickQsystem with either the mouse-pointing device or the standard keyboard. Employ
the method with which you feel most comfortable.
If you are unsure how to navigate theQuickQmenus and enter data or select items, refer to Appendix A
for a description of theQuickQgraphical windowing environment, and details for using the mouse and
keyboard.
If you are confident that you can use these techniques adequately, go on toQuickQprogramming.
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							Programming QuickQ
You can program theQuickQfeatures by any of the following parameters:
·System,
·Group,
·Sub-group,
·Agent.
You must programQuickQfrom the system console using the windowing graphic environment with
either the mouse or the keyboard. If you are not familiar with using a mouse or the keyboard in a
windowing graphic environment, refer to Appendix A.
Understanding System Startup
At initial installation, the installer performs system startup and programs the DXP or DXPPlusdigital
communications system and theQuickQto work together.
The system begins operation with the following default settings:
·System Manager ID # 900·System Manager Password 900
·Group Supervisor ID # 901 to 916·Group Supervisor Password 901 to 916
·Agent’s ID # No default·Agent Password No default
·Overflow Threshold 210 seconds·Overflow Group No overflow
·Alarm Threshold 45 seconds·Redirect Threshold 20 seconds
·Priority Override 2 minutes·Alarm Threshold Calls in Queue 0
·Automatic Force Call No·Call Screening No
·Day to Night Mode Yes·Manual Answer Yes
·Agent Priority Level 01·Time for Day to Night Mode 5:30 p.m.
·First Message 1·Agent Wrap-up 10 seconds
·Night Message 3·Second Message 2
·First Message Delay 10 seconds·Special Message 4
·Line Priority Level 01·Music Interval 30 seconds
To determine which settings are applicable to you, refer to the relevant headings on the following pages.
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							Preparing System Layout / Worksheets
Prepare the system manager’s programming worksheet before you actually begin configuring the system
at the console, and use this worksheet as a reference to assist you in entering the information required.
There is an example worksheet in Appendix B.
Programming The System Level Configuration
Performing Initial Sign In
Use the following steps to gain access to the system.
1. Press
Escto close the QuickQ Status window (Figure 3-1).
2. On the main system window, select theSign-Inmenu bar option. Either move the pointer to it and
click the left mouse button, or hold down the
Altkey and press theSkey (Figure 3-2).
Figure 3-2 Sign In Window
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Figure 3-1 QuickQ Status Window
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							3. The System Access window appears, and theID#box will display 100. You can type without
having to first clear this value (Figure 3-3).
4. The System Manager ID# and the password both default to 900. Type
900at the ID# box and press
Enter. The highlight moves to the Password box. Type900again and pressEnter.
5. The Supervisor/Manager Sign In window appears. Select theManagerline (Figure 3-4). Press
Enterusing the keyboard.Figure 3-3 ID and Password
Figure 3-4. Supervisor Sign In Window
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							6. The screen display changes to show the Manager window, and the menu bar will now display a series
of five options:
·Sign-out
·System-Setup
·Group-Programming
·System-Backup
·Management Info
You are now signed in to theQuickQsystem. For security reasons you may wish to change your ID# and
password at this time.
After ten minutes of inactivity, the screen saver will turn on with a moving COMDIAL logo and the clock
update on the screen disappears. Moving the mouse or pressing a key disables the screen saver and the
previous windows appears, along with the clock. (Screen saver will not turn off if on a real time window).
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							Setting Up The System
Setting the Company Name
1. SelectSystem Setupfrom the menu bar. This will display a menu containing seven options:
·Company Name
·ID/Password
·Time/Date
·Intergroup Overflow
·Announcement
·Account Code
·Stat-Bin
·Wallboard
2. Select theCompany Nameoption. The Company Name window appears. Type in the desired
company name.
3. To save the change, click onSave-To-Disk, or hold down the
Altkey and theSkey at the same
time.
4. The Save Company Name window appears. SelectingYesor pressing
Alt Yprompts the system to
save the changes and to close all windows automatically. SelectingNoor pressing
Alt Nreturns to the
Company Name window. You can now close this window by pressing
Escor double clicking on the
close box.
Changing Passwords and ID’s
Using the following procedure, select the group of your choice from the ID/Password window, change the
group names, change the Supervisor names, and change the ID# and passwords of the Supervisors of all
groups.
1. Pull down theSystem Setupfrom the menu bar and selectID/Passwordfrom the second line
of the menu.
2. The menu closes and theID/Passwordwindow appears with the highlight bar over theGp. 00
SYSTEMline. Press
Enteror click on the highlight with the mouse (Figure 3-5).
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Figure 3-5. IDs/Passwords
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							3. The Edit ID and Password window appears as shown in Figure 3-6.
NOTE: Group 00 refers to the Manager’s Password/ID. This does not refer to one of the call
processing groups. For Groups 01 - 16, enter the name of each department that will be
processing ACD calls.
4. If you wish to change the name, type in the new name at the highlight. To move to the Supervisor
box, press the
Tabkey or click on the box with the mouse.
5. If you wish to change the name of the Supervisor, type in the new name. To move to the ID# box,
press the
Tabkey or click on the box with the mouse.
6. Type in the ID# you wish to use (you can use only numeric digits for the ID# and password, with a
range of 100 to 999).
7. Move to thePasswordbox and type in the password you wish to use (you can use only numeric
digits for the ID# and a password of 100 to 999).
8. When you have entered the details in the boxes to your satisfaction, select theUpdateoption from
the menu bar or press
Alt Uto save your new details.
9. The Save Changes window appears. If you selectYesor press
Alt Y, the system saves the changes and
closes the Save changes window automatically. If you selectNoor press
Alt Nthe system returns to the
Edit ID and Password window. Press
Escor double click on the closebox to exit the Edit ID and
Password window. You can now set or change other system parameters.
10. After making all necessary changes, select theSave-To-Diskoption on the menu bar or press
Alt Sto save the changes to the hard drive.Figure 3-6. Edit ID and Password Window
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