Comdial Quick Q Acd Administrators Guide

							11. The Save ID / Password window appears. If you selectYesor pressAlt Y, the system saves all
changes made and all windows closes automatically. If your option isNoor if you press
Alt N,the
Save ID / Password window closes. You will return to the ID / Password window. You can now exit
this window by pressing
Escor double click on the close box.
Setting the Time and Date
The time and date are set within your telephone system (refer to your Telephone User Manual). This
option is used to synchronize the QuickQ time and date to the Phone system. This function is performed
automatically every hour, but can be performed manually as follows:
1. Pull down theSystem Setupmenu.
2. SelectTime/Date. A small Time/Date window appears.
3. If the displayed time and date are incorrect, click on theSyn.Clockbox, or press
Enter.This
synchronizes the clock with the clock in the DXP (Figure 3-7) and closes the window automatically.
4. If no changes are necessary, close the window by double clicking on the close box or pressing the
Esc
key.
Figure 3-7. Synchronizing The Clock
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							Setting the Intergroup Overflow
Intergroup overflow improves the effectiveness of a Call Center by utilizing additional groups
(departments) as back-up to answer calls, if the primary group is busy beyond the set time parameters.
Once the overflow timer has been exceeded, the system presents the call to the first available of the five
groups (primary and four overflow). For calls to overflow to the appropriate groups, you must set the
overflow patterns using the following procedure:
1. Pull down theSystem-Setupmenu and select theIntergroup Overflowoption. The
Intergroup Overflow window appears with a list of each group and their respective overflow levels
(Figure 3-8).
2. Use the
UpandDownarrows and thePage UpandPage Downkeys to highlight the group for which you
wish to set the overflow parameters, and either press
Enterorclickonitwiththemousetoselectit.
3. The Edit ACD Intergroup Overflow window appears.
4. Press the Up/Down arrow keys to change between groups. Alternately, you can press the
Enterkey on
a highlighted field to cause a pull-down menu to appear, then highlight the overflow option for that
field. Press
Enteragain to insert the highlighted setting in the field and close the menus. To set the four
overflow levels, use
Tabto move from field to field. With the mouse, click on the down arrow at the
endofthefieldtodisplaythesamemenu.Clickonamenuoptiontoselectit.Thisaction
automatically closes the menu.
5. When you have set the four overflow levels to your satisfaction, use the mouse to click on the
UpDatemenu bar option and close the box or press
Alt U. Figure 3-8. InterGroup Overflow Window
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							6. The Save Intergroup Overflow window withYesandNooption appears. Use the mouse to click on
Yesor press
Alt Yto save changes and automatically close the menu. Click onNoor press theAlt N
key to return to the Edit ACD Intergroup Overflow window. If, at this point, you wish to exit the
window, double click on the close box with your mouse or press the
Esckey.
7. When you have set the overflow patterns for all of the groups that you will use, use the mouse to click
on theSave-To-Diskoption on the menu bar or press
AltS. The Save Intergroup Overflow
window appears. SelectYesor pressing
Alt Yto save the changes and close the windows
automatically. Press the
Esckey or double click on the close box to exit.
Setting Announcement Titles
The integrated Digital Voice Announcer (DVA) provides storage for voice announcements. The DVA16
model provides storage for 16 messages (total 5 min. 20 sec. recording time). If you are using a DVA01
model, you can store four messages (total 2 min. recording time). These messages are recorded from any
telephone set logged in as a supervisor.
NOTE: Describing the content of these messages can be added to the P.C. by the manager.
When using the DVA16, use the following procedures to set the Announcement Titles:
1. Pull down theSystem-Setupmenu and select theAnnouncementoption.
2. The Message window appears (Figure 3-9) to provide information.
Figure 3-9 Message Window
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							3. Use theTabkey or click on the mouse to move the highlight in the Description field to the message
that you wish to title. Type a reminder note to help you identify and locate the various messages.
NOTE: The times shown beside the descriptions detail both the total time allocated to the
message (that is, the length of time occupied by the first version of the message) and
the amount of recording time that the current message occupies.
4. If a number is selected by clicking on the mouse or pressing
Enter, it will open the Message
Information window indicating which group and subgroup is assigned the message. It also indicates
whether the message is a first, second, night, or special message. This window is mainly for
informational purposes and does not include an editing function. Press
Escor double click on the close
box to exit.
5. After updating the reminder notes for different messages, select Save-To-Disk. The Save Changes
window will appear. SelectYes,orpress
Alt Yto save the changes and close both windows. SelectNo
or press
Alt Nto return to the Message window. PressEscor double click on the close box to exit.
Assigning Account Codes
QuickQenables you to classify calls into various categories by assigning account codes to the calls.
Agents classify each call from their telephone using the account codes that the System Manager assigns
with this procedure.
When the Forced Account Codes feature is selected (seeConfiguring The Group Parameters), agents
are not able to enter the wrap-up mode until they enter an account code.
1. Pull down theSystem-Setupmenu and select theAccount Codeoption. The Account
Code Range window appears.
2. ClickontheOkbutton. The Account Code Setup window appears (Figure 3-10).
NOTE:The Account Code Range window allows you to select a range of account codes from a
long list. If you only have a few account codes, you can bypass this screen by clicking
on the Ok button.
3. To add new account codes, selectAddfrom the menu bar or press
Alt A. The Add Account Code
Setup window appears.
4. Enter the new three digit code and press
Enter. Type a description of the account code in the
Descriptionarea. Click on the Create Account menu bar or press
Alt C. The Add Account
window appears.
NOTE: The account code and description appears in the Account Code Report.
5. Click onYesor press
Alt Yto add the information that you have just entered onto the Account Code
Setup list. The system returns to the Add Account Code Setup window for another entry. If no further
account is to be entered, press
Escor double click on the close box to close this window. You will
return to the Account Code Setup window.
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							6. To edit an existing code, highlight the code and pressEnteror click on the code with the mouse.
The Edit Account Code Set up window appears.
7. After making the necessary changes, selectUpdatefrom the menu bar or Press
Alt U. The Save
Changes to Account window appears. Click onYesor press
Alt Yto save all changes made to the
code. The Edit Account Code Setup window & Save Changes to Account window closes
automatically. You will return to the Account Code Setup window.
8. To delete an Account Code, highlight the code and press
Enteror click on the code with mouse.
SelectDeletefrom the menu bar or Press
Alt Don the Edit Account Code Setup window. The Delete
Account confirmation window appears. Click onYesor press
Alt Yto delete the highlighted account
code. The Edit Account Code Setup window and Delete Account confirmation window closes
automatically. Click onNoor press
Alt Nto close the Delete Account confirmation window. You are
now returned to the Edit Account Code Setup window. If no further changes are desired, press
Escor
double click on the close box to exit.
9. After you finish setting up your account codes, selectSave-To-Diskon the menu bar or Press
Alt S. The Save Account Code(s) confirmation window will appear. Click onYesor pressAlt Yto
save the changes to the hard disk and to close the window automatically. Click onNoor press
Alt Nto
return to the Account Code Setup window. If you do not want to save the changes previously entered,
press
Escor double click on the close box to exit. Repeat the same steps to exit the Account Code
Range window.
NOTE: The Account Code and its description appear in the Account Code Report.
Figure 3.10. Account Code Setup Window
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							Arranging The Stat-Bins
QuickQhas six levels of stat-bins for answered and abandoned call statistics. Use the following procedure
to setup the time bins that are used to collect the system statistics.
1. Pull down theSystem-Setupmenu and select theStat-Binoption.
2. A pull down menu appears withAnswer BinandAbandon Bin.
3. SelectAnswer Binand the Answer Time Bin window appears with the Time Bin 01 box
highlighted (Figure 3-11).
4. Type the time bin parameters in minutes and seconds. Repeat for all remaining time bins. You can
move from one time bin to another by pressing
Enter. Save the newly entered data by clicking on the
Save-To-Diskmenu bar item.
5. The Save Answer Time Bin window withYesandNooption appears. Click onYesor press
Alt Yto
save the data entered and close all windows. Click onNoor press
Alt Nto close the Save Answer Time
Bin window and return to the Answer Time Bin window. Press
Escor double click on the close box to
exit this window.
6. Pull down theStat-Binmenu and selectAbandon Binoption. Repeat step 4. TheSave
Abandon Time Binwindow appears after selectingSave-To-Diskon menu. Click onYesor
press
Alt Yto save the data entered and close all windows. Click onNoor pressAlt Nto close the
Save Abandon Time Binwindow and return to theAbandon Time Bin window.Press
Escor double click on the close box to exit this window.Figure 3-11. Answer Time Bin Window
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							Understanding The Wallboards
QuickQcan support up to 16 optional wallboards. Even though parameters for both mono-color and
tri-color wallboards are shown in the program, only tri-color wallboards are functional inQuickQ, version
3.0. The tri-color wallboards have a 40-character display (two rows of 20 characters) consisting of red,
yellow, and green LEDs.
Modes Of Operation
QuickQwallboards are allowed two modes of operation—parameter mode and text mode. In the
parameter mode they display operational parameters and in the text mode they display text messages.
Parameter Mode
Color wallboards display up to six parameters as shown in the example below. When the first agent signs
in, the wallboard is initiated into the day mode.
When a summary is selected, every hour the wallboard displays the totals for the past hour and the totals
of the day up to display time. When the system goes into the night mode, the totals for the past hour (or
part of an hour) together with the final totals for the day are displayed. For 24-hour sites,QuickQis reset
to a new day at 00:00 (midnight). As a result, the last summary of the day is displayed at 00:00
(midnight).
When an alarm condition is met, the wallboard either displays a scrolling message or it flashes the display
parameters in red. The audible alarm (buzzer) will also sound, if that option is programmed.
Text Mode
A total of 32 messages can be stored in theQuickQmessage library. Each message can contain a
maximum of 70 characters with up to six parameter tokens (see Table 3-1). A parameter token is a
two-letter abbreviation, enclosed in brackets, representing a parameter; for example, [IH] meansincoming
calls received in the current hour.The tokens are embedded within the text and are replaced at display
time by the actual value. Invalid parameters will be displayed as text on the wallboard.
A text message can be initiated by a manual request via the keyboard of theQuickQ’sPC. Alternately,
users can program the wallboard to display messages at a specified time of the day and on a specified day
of the week. Text messages can also be initiated on an event basis, as when a threshold condition is met.
Scrolling text messages always appear in red with their titles (if used) in green. Text messages scroll
continuously for three times. To alert agents of a new text message, users can activate the audible alarm
option. The example below illustrates how parameter tokens SH and SD are converted to actual values in
the scrolling text message.
SYSTEM PERFORMANCE
THE GRADE OF SERVICE IS NOW 84%. THE GRADE OF SERVICE FOR TODAY IS 92%.
Wallboard title ingreen
Wallboard message in scrolls three timesred
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I H 15 AH 2 OH 2
SH 84 AB 14 Q L 5
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Green YellowFlashing Red (threshold = 2)
Parameters= Incoming calls received in the current hour
= Abandoned calls in the current hour
= Outgoing calls made in the current hour
= Grade of service offered in the current hour
= Number of agents busy
= Queue length (number of calls in queue) IH
AH
OH
SH
AB
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							Priorities
When more than one message is sent to a wallboard or a group of wallboards at the same time, priorities
are used to determine the sequence in which these messages will be displayed. The order of priority to
display messages are as follows:
1. Scheduled messages (triggered by time).
2. Alarm messages (triggered by an alarm threshold).
3. General messages (manually sent).
4. Parameter mode information (parameters and group titles).
Parameters are the only kind of displayed information that can be over-written. All other messages will
remain on the wallboard until their preset duration expires. Not until then will another set of messages
appear on the wallboard.
Setting Up The Optional Wallboards
The following steps outline the procedure for setting up the optional wallboards.
1. Pull down theSystem-Setupmenu and select theWallboardoption.
2. A pull-down menu appears withSetupandParameter.
3. SelectSetupand theWallboard Setupwindow appears (Figure 3-12).
4. Press theupordownarrow key to highlight the wallboard you want to setup or change.
5. Press the
Enterkey with the appropriate wallboard highlighted. The Wallboard Setup–Edit Wallboard
XX window appears (XX = your selection from step 4).
6. Select the group to which the wallboard is assigned by pressing the down arrow in the Group box. A
pull-down menu appears with group options. Select the proper group by using the up and down key
and the
Enterkey or clicking your selection with the mouse.
7. Press the
Tabkey to move to the Type field. Press the down arrow for a pull-down menu showing
Mono and Colour.
8. Select the proper wallboard type by alternately highlighting the Mono and Colour selections using the
upordownkey and the
Enterkey or clicking on your choice using the mouse.
NOTE: If you selected “Mono” in step 8, skip steps 9 and 10 because titles are not used on
Mono wallboards.
9. Skip this step if you selected Mono in step 8. Press
Tabto move to the Title field. Click on the down
arrow box and selectYesorNo.
10. Skip this step if you answeredNoin step 9. If you answeredYes, move to the Title Display field by
pressing the
Tabkey. Type the title you want to use for the selected wallboard. You can use any title
up to 20 characters in length.
NOTE: The title you enter here will appear centered on the top row of the wallboard in green
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							characters. This is for the text mode only.
11. Press the
Tabkey to move to the SUMMARY field. Press the down arrow box to show theYesorNo
options. Make your selection by pressing the
Enterkey or clicking on your choice with the mouse.
NOTE: When you enable the summary option, the word “SUMMARY” will appear centered
on the top row of the wallboard in green letters. The summary displays parameter pairs
and occurs hourly and when the group or system goes to night mode.
12. Press the
Tabkey to move to the BUZZER field. Press the down arrow box to show theYesorNo
options. Make your selection by pressing the
Enterkey or clicking on your choice with the mouse.
NOTE: When enabled, the buzzer sounds whenever a new text message is being displayed on
the wallboard.
13. After you have set up all wallboards, save your changes by clicking onSave-To-Disk.
14. The Save Wallboard Setup confirmation window will appear withYesandNooptions. Click onYes
or press
Alt Yto save the data entered and closes all windows. Click onNoor pressAlt Nto close the
Save Wallboard Setupwindow and return to theWallboard Setupwindow. Press
Escor
double click on the close box to exit this window.
Figure 3-12. Wallboard Setup Window
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							Setting Up The Wallboard Parameters
You can select parameters for displaying call center status on a real time basis. You can only select three
parameters when you are using the mono wallboard because those wallboards have only a single row
available for characters. However, when you are using the color wallboard, you can use either three or six
parameters depending on how you have it set up. If you enabled a wallboard title on a color wallboard,
you will not have the top row available, so you can use only three parameters.
1. Pull down theSystem-Setupmenu and select theWallboardoption.
2. A pull-down menu appears withSetupandParameter.
3. SelectParameterand theWallboard Parameterwindow appears.
4. Highlight the wallboard you want to assign parameters to by pressing the up or down arrow keys.
Press the
Enterkey. TheWallboard Parameter-Editwindow appears.
5. Press the
Tabkey to highlight the parameter (P1–P6) you want to change.
6. Press the down arrow box to display a menu showing all of the parameter types you may select. See
Table 3-1 for a description of the parameter types.
Figure 3-13. Wallboard Parameters Window
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