Comdial Quick Q Acd Administrators Guide

							Table 3-1. Wallboard Parameters
Parameter Description Digit Range
ID
IH
AD
AH
OD
OH
SH
SD
AO
AI
AF
AB
AL
QL
QTIncoming calls received in the current day
Incoming call received in the current hour
Abandoned calls in the current day
Abandoned calls in the current hour
Outgoing calls made in the current day
Outgoing calls made in the current hour
Grade of Service offered in the current hour
Grade of Service offered in the current day
Number of Agents on outgoing calls
Number of Agents on incoming calls
Number of Agents free to receive calls (idle)
Number of Agents busy
Number of Agents logged on to the QuickQ
Queue length, number of calls in the queue
Queue time (waiting time of the longest waiting call in seconds)1-4
1-4
1-3
1-3
1-4
1-4
1-2
1-2
1-2
1-2
1-2
1-2
1-2
1-2
1-3
7. Highlight the parameter you want to select and pressEnter. Repeat this procedure for all parameters
until you have defined all of them.
NOTE: Each parameter type (when active) is defined in the Wallboard Parameters Help Bar at
the bottom of the Wallboard Parameter–Edit window. See Figure 3-13.
8. When you finish defining all parameters, press Update. TheSave Wallboard Paramters
window appears withYesandNooptions. Click onYesor press
Alt Yto save the entered data and
close all windows. Click onNoor press
Alt NtoreturntotheWallboard Parameterswindow.
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							Programming Group Levels
By System Manager
Group Supervisors can only alter the parameters for their particular group but System Managers can use
this procedure to change any of the settings for any of the groups.
1. SelectGroup Programmingfrom the Manager window menu bar. A pull-down menu appears
with the names of all the groups on the system (Figure 3-14).
Figure 3-14. List of System Groups
2. Select the group you require (either highlight it and press
Enterorclickonitwiththemouse).Asmall
window appears offering you the chance to either sign through to that group or to abandon the action.
Select the action you wish to perform by clicking on the appropriate button.
3. No further action takes place if you selectNo; however, you can choose another option from the
Manager window menu bar.
4. If you selectYes, the system puts you at the Manager/Supervisor level. The screen will change to the
Supervisor screen where you will have access to all of the group Supervisor facilities. (These are
described in the Group Level Programming By Supervisor.)
5. When you sign out from the Manager/Supervisor level, the system returns to the normal Manager
level. To log out from the system, make sure you are at the Manager window (and not at the
Manager/Supervisor window), and select theSign-Outoption from the menu bar. The system
then displays the Sign In window showing theSign-Inoption menu bar. The system is now ready
for the next person to sign into the QuickQ system.
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							By Group Supervisor
As a Group Supervisor, you must sign into the system using the following procedure.
1. On the main system window, select theSign-Inmenu bar option. TheSystem Accesswindow
appears. The Group Supervisor’s default ID# and password are follows: 901 for group 1, 902 for
group 2, and so on through 916 for group 16. If you experience difficulty, verify ID and password
numbers with the System Manager.
2. Press
Enteror click on Select at theSupervisor/Manager Sign-InWindow.
3. Once you have signed into the system, the Supervisor window appears and the main menu bar displays
four options:
·Group Setup
·Agent Group Setup
·Line Group Setup
·Management Info.
From here, you can set certain parameters for your group and examine the Management Information
System reports.
Preparing The Group Layout / Worksheet
Always prepare your Group Supervisor’s programming worksheet before you begin configuring the group
at the console. Refer to Appendix C of this publication for the Group Supervisor’s Programming
Worksheet.
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							Configuring The Group Parameters
Use this procedure to configure your group parameters:
1. SelectGroup-Setupfrom the menu bar. The Parameter Setup and Day to Night Schedule
options appear. Select Parameter Setup and the Group Setup window (Figure 3-15) appears and shows
the group name in the title bar. The screen also displays the default settings for a variety of
parameters. Continue with step 2.
2. To change the overflow threshold, move the highlight to the top box, and enter the new time in place
of the old time. This programming action sets the time that a call waits before the system transfers it to
the overflow groups.
3. Repeat step 2 to set the Redirect Threshold (Time). Always set this time to less than one minute (the
default time is 20 seconds). If a call is ringing beyond the Redirect Threshold time, the system will
transfer the call to another agent. At the same time, it will also make the previous agent Busy, so calls
will not be directed to this agent.
4. The Alarm Threshold (Time) is a preprogrammed time parameter to monitor the number of calls
waiting in queue (default period is 45 seconds). When the Alarm Threshold (Time) works together
with the Alarm Threshold (Calls in Queue), the audible alarm will trigger on the Agents’ sets.
Figure 3-15. Group Setup Window
5. TheAlarm Threshold (Calls In Queue)specifies the number of calls exceeding
theAlarm Threshold Timebefore the audible alarm is triggered. To disable the audible
alarm, set this parameter to 0. If you wish to primarily use theAlarm Threshold(Time)
to trigger the alarm, set this parameter to 1.
6. ThePriority Override (Time)determines how long a low priority call remains in queue
before the system promotes it to the highest priority. This is useful when a number of high priority
calls are coming in and a low priority call has been waiting for some time.
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							7. If you set theCall Screeningfield toYes, the system forces all callers to listen to the entire first
message. This action reduces the number of calls that require personal assistance by providing the
information on the first message.
8. Use theAutomatic Force Callfield when the Agents are using a headset. The system sounds a
tone in the Agent’s headset and connects the call. The default setting isNo. The action provided by
this feature is the opposite of Manual answer. Therefore, if you set this option toNo, the system
automatically changes Manual answer toYes.
9.Manual Answermode is used when agents have to answer calls with the handset. When the
Automatic Force-Call is changed toNo, this option will be set toYesautomatically.
10. When theForce Accountmode is set, the system will prevent the agent from going into the
wrap-up mode until he/she has entered the account code for which that call is to be assigned.
11. Set theAll Agents Busy Alarmwhen you want the system to notify the supervisor and agents
of this condition.
12. To receive information on incoming calls like the caller’s telephone number for example, turn the
Caller Line IDon.
13. After finishing with the Group Setup window, use the Save-To-Disk option on the menu bar before
you close the window.
14. TheSave Group Setupwindow appears. SelectYesor pressAlt Yto save and close the
windows automatically. SelectNoor pressAlt Nto close theSave Group Setupwindow and
returntotheGroup Setupwindow. Press
Escor double click on the close box to exit.
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							Configuring The Group Day To Night Schedule
Use this procedure to specify whether the system will automatically switch to night mode at the specified
Day-to-Night mode time. Every group can set its own unique seven-day schedule.
1. SelectGroup-Setupfrom the menu bar. The Parameter Setup and Day to Night schedule options
appear. Select Day to Night Schedule and the Day to Night Schedule window appears (Figure 3-16).
2. Select the days you want to schedule by clicking on the down arrow box in each of the boxes on the
left side of the window. For example, if your site operates Monday, Tuesday, Thursday, Friday, and
Saturday, your schedule would be arranged as follows:
Monday
Tuesday
Disable
Thursday
Friday
Saturday
Disable
3. Set the time for each day by using the 24-hour format (example, enter 15:30 to set 3:30 in the
afternoon) to correspond with each day on the left of the window. This is the time of day that the
system will go to the night mode for the active group.
4. When you have finished with the schedule, pressSave-to-Disk.TheSave Day to Night
Setupwindow appears withYesandNooptions. Click onYesor press
Alt Yto save the data
entered and close all windows. Click onNoor press
Alt Nto close theSave Day to Night
Setupwindow and return to theDay to Night Schedulewindow. Press
Escor double click
on the close box to exit this window.
Figure 3-16. Day To Night Schedule
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							Configuring The Agent Group-Setup
Use this Agent group setup procedure to assign agents to the Agent sub-groups, to remove Agents from a
group, and to set or change Agents’ ID#, password, priority and wrap-up times. Agents may be assigned
to one of four Sub-groups. These Sub-groups are used for statistical purposes only. (For example:
Subgroup 1 contains all full-time staff, subgroup 2 are all part-time staff, etc.) Calls will be distributed to
all agents in a subgroup evenly.
1. SelectAgent Group-Setupfrom the menu bar, a pull down menu appears with 4 Agent Groups.
Select theSub-Groupyou wish to work with and the Agent Group Window appears. The scrollable
area (the area with scroll bar on the right edge) contains the Agent details. If there are no agents in the
group, this area is blank (Figure 3-17).
2. If the selected subgroup does not exist, the Add Agent Group Window will appear. SelectYesor
press
Alt Yto create the subgroup and open the Agent Group Window.
3.To add an agent, selectAddfrom the menu bar. The Add Agent Window appears at the top of the
screen (Figure 3-18).
Figure 3-18. Add Agent Window Figure 3-17. Agent Group Window
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							4. Type the name of the Agent at the AGENT default entry. Eight character spaces are provided for the
agent’s name.
NOTE: If you are using the keyboard, use theTabkey to move from field to field. If you are
using the mouse, click on the field you wish to work with.
5. Enter the ID# and password for the Agent. When you are in the Priority field, pressEnteror click on
the arrow icon, and a drop-down menu appears. From this menu, select the priority for the Agent
(Priority 01 is the highest and 04 is the lowest. When a call comes in, it will first be sent to agents with
the highest priority). Enter the wrap-up time (in minutes and seconds) in the Wrap Up field (Wrap-up
time provides the agents a short break to finish their paper work before they are assigned another call).
6. After you have entered all Agent details, selectCreate-Agentfrom the menu bar. TheAdd
AgentWindow appears prompting you withYesorNo. SelectYesor pressing
Alt Ywilladdtothe
agent list and return to theAdd AgentWindow. When you are finished making entries, pressEscor
click on the close box to exit theAdd AgentWindow.
7. If you wish to change or delete an Agent entry from the sub-group, highlight it and press
Enteror click
on it with the mouse. TheEdit Agent Setupwindow appears, and provides two options on the
menu bar,UpdateandDelete. After changing the agent information, selectUpdateor press
Alt
U
.TheUpdate Agent Informationwindow appears with theYesandNooptions. SelectYes
or press
Alt Yto save the changes made. TheEdit Agent Setupwindow and theUpdate
Agent Informationwindow closes automatically. SelectNoor press
Alt Yto close theUpdate
Agent Informationwindow and return to theEdit Agent Setupwindow.
NOTE: Press
Enterto move the cursor from the Agent Group Name to the Agent in the scroll
area.
8. If you wish to delete the agent from the sub-group, click on the Delete option or hold down the
Altkey
and the
Dkey at the same time. TheDelete agent from sub-groupwindow appears. Select
Yesor press the
Altkey and theYkey at the same time to delete the agent from the Agent Group list.
TheDelete agent from sub-groupwindow and theEdit Agent Setupwindow close
automatically.
9. After entering all agent information, selectSave-To-Diskon the menu bar or press
Alt S.The
Save Agent Groupwindow appears withYesandNoprompts. SelectYesor press
Alt Yto save
all information to the hard disk and close the windows automatically. SelectNoor press
Alt Nto close
theSave Agent Groupwindow and return to theAgent GroupWindow. Press
Escor click on
the close box to exit.
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							Configuring the Line Group-Setup
During installation, the technician assigns the lines to different Subgroups. For example, local lines will
be grouped in one Subgroup and Inwats lines will be grouped into another Subgroup.
LineGroup-Setupis used to set up various parameters for the line groups. It provides end users
flexibility of assigning different messages and priority levels to the different Subgroups. Use this
LineGroup-Setupprocedures to configure parameters for the installer-assigned line groups
1. SelectLineGroup-Setupfrom the menu bar, and select one sub-group from the drop-down menu.
The Line Group window opens with the title of the line group in the title bar (Figure 3-19). If the
selected Line Group does not exist, the Add Line Group Window appears. SelectYesor Press
Alt Yto
create a Line Group and the Line Group Window appears.
NOTE:If you open a non-existing Line Group by mistake,always selectNoor hold down,the
Alt
key and theNkey together. Once you create a new Line Group,it cannot be removed–if
the line Group created will appear on aIl Line Group reports. However, this will not
affect normal operation.
2. To change the name of the line group, highlight the Line Group Name box and begin typing.
NOTE: If you are using the keyboard, use the
Tabkey to move from field to field and if you are
using the mouse, click on the field you wish to work with.
3. You can specify which messages (16 available messages) the system will use. If all agents are busy,
the first message offers an introductory message and puts customers on hold. The second message
reassures customers that an agent will be with them shortly. The default is messages 1 and 2
respectively.
4. The system plays the night message whileQuickQis in night mode, and disconnects the caller at the
end of the message. The default for this message is 3.
5. The system plays the special message in unusual circumstances and disconnects the caller at the end of
the message. Special message can be used in emergency situations (such as a power failure or a bomb
threat), or if the office has to close early. When the system switches to night mode, the specialFigure 3-19. Line Group Window
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							message changes to the night message.
6. The First Message Intercept Delay is the time between whenQuickQanswers the call and plays the
first message to the caller if all agents are busy. Enter this time in minutes and seconds (default equals
10 seconds).
7. The Music interval is the time between messages (between the first and second. and between repeats
of the second message). Enter this time in minutes and seconds (default is 30 seconds).
8. Establish the line group priority. Click on the arrow icon or pressEnterto open a drop-down menu.
Use this menu to choose a priority level (01 is the highest priority and 04 is the lowest priority).
Priority lines are usually assigned to Inwats lines to cut down on long distance costs.
9. When you have finished setting the parameters, save your changes by selecting theSave-To-Disk
option from the menu bar. The Save Line-Group Changes window appears. SelectYesor press
Alt Y
to save your data and close the windows.
Understanding the Messages
TheQuickQsystem can store up to 16 messages. The Message window (refer toSetting Announcement
Titleson Page 3-9) allows you to view the length and number of these messages. You can enter a
description to label each one if you wish.
The Current setting shows the length of the message in minutes and seconds. The Limit setting shows the
time available for the message.QuickQallows a total of 320 seconds of message recording time.
The recording medium is a random access memory (RAM) chip; however, a cassette tape was used in the
following figures to illustrate for you the recording technique you can use to create buffers. These buffers
allow you to replace messages with new ones of longer length without disturbing other stored messages.
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MESSAGE #1
START
TALKINGMESSAGE #1
STOP
TALKINGMESSAGE #2
START
TALKINGMESSAGE #2
STOP
TALKING
TALK
DIRECTION OF TAPE23 sec.
10 sec.
SILENCE
TALK
10 sec.
Step 1 - Original recording
MESSAGE #1
START
TALKINGMESSAGE #1
STOP
TALKINGMESSAGE #2
STARTMESSAGE #2
STOP
MESSAGE #2
DIRECTION OF TAPE23 sec.
10 sec.
BUFFER
TALK
10 sec.
Step 2 - Re-record message #1 to create a 10-second buffer
MESSAGE #1
START
TALKING
DIRECTION OF TAPE23 sec.
6 sec.
BUFFER TALK
14 sec.
Step 3 - Use original 10 seconds plus 4 seconds of buffer to record
new message #1
NEW
MESSAGE #1
STOP
TALKINGNEW
MESSAGE #2
STOP MESSAGE #2
STOP
MESSAGE #2
START
MESSAGE #2
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