Comdial Quick Q Acd Administrators Guide

							Using The Calling Line Identification (CLID) Feature
TheQuickQsystem supports preferred customer routing based on Calling Line ID network digits. It
provides a method of call routing that can handle a preferred customer list of up to 50 preferred customers
per group. The system can also route a total of 320 preferred customers to agents within specifiec agent
subgroups. Calls from preferred customers are routed to agents in a specified sub-group. Each group
supervisor has the option to activate this feature for his or her group. When this feature is activated, two
additional reports are available, on demand or at programmed intervals—
·Abandoned Call Record(a printed list of all preferred customers that hang up during a call),
·Preferred Customer Report(a printed report displaying group statistics on abandoned calls and
telephone numbers of preferred customer calls that were abandoned).
Adding Customers To The Preferred Customer List
1. SelectCLIDfrom the menu bar, a pull-down menu appears with two selections. Click on customer
Setup and theCustomer Setupwindow appears.
2. To add a customer to the preferred customer list, click onAdd.TheAdd Customerwindow appears.
3. Type the customer’s name in the Customer field. Press
Tabto move to the Phone Number field and
enter the customer’s telephone number. Press
Tabto move to the Priority field. Press the down arrow
box for a pull-down menu showing the priority choices. Use theupordownarrow key and the
Enter
key to select the priority or click on the priority with the mouse to select it. PressTabto move to the
Group selected. Press the down arrow box for a pull-down menu listing the group choices. Use the
upordownarrow key and the
Enterkey to select the group or click on the group with the mouse to
select it. (x is a wild card; for example, (xxx)555-xxxx is all 555 calling area.)
4. Add this preferred customer data to the preferred customer list by clicking onCreate–Customer.
TheYesorNo Add Customerwindow appears. SelectYesor press
Alt Yto save the data entered
and close theAdd Customerwindow. Click onNoor press
Alt NtoreturntotheCustomer
Setupwindow. Exit this window by pressing
Escor double clicking on the close box.
5. When you have finished adding preferred customers, pressSave-To-Disk.TheSave
Customer Setupwindow appears withYesandNooptions. SelectYesor press
Alt Yto save the
data entered and close theSave Customer Setupwindow. Click onNoor press
Alt Nto return
to theCustomer(s)window.
6. Close theCustomer Setupwindow by pressing
Escor double clicking on the close box.
GCA70-336 Programming QuickQ
Software Revision 3.0 Programming The QuickQ System 3-27 
						

							Figure 3-20. Adding A Preferred Customer To The Preferred Customer List
Updating Or Deleting Preferred Customers
1. SelectCLIDfrom the menu bar, a pull-down menu appears with two selections. Click on customer
Setup and theCustomer Setupwindow appears.
2. Select the customer’s name by using theupanddownkey to highlight the name and then press
Enter
or use the mouse to click on the customer’s name you want to delete or update. TheEdit
Customerwindow appears (Figure 3-20).
3. Make changes as needed in the preferred customer entry. Click on Update and theUpdate
Customerwindow appears withYesandNooptions. SelectYesor press
Alt Yto save the data
entered and close theEdit Customerwindow. Click onNoor press
Alt Nreturns to the
Customer Setupwindow.
4. Delete a preferred customer’s name by repeating step 2 above. When theEdit Customerwindow
appears, click on Delete and theDelete Customerwindow appears withYesandNooptions.
SelectYesor press
Alt Yto delete the customer’s name and close theEdit Customerwindow.
Click onNoor press
Alt Nto return to theEdit Customerwindow. Return toCustomer
Setupwindow by pressing
Escor double-clicking on the close box.
5. After you have made all changes to the preferred customer list, pressSave-To-Disk.TheSave
Customerwindow appears. SelectYesor press
Alt Yto save the data entered and close all
windows. Click onNoor press
Alt Nto return to theCustomer Setupwindow.
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3-28 Programming The QuickQ System Software Revision 3.0 
						

							Setting Up The Abandoned call Record
1. SelectCLIDfrom the menu bar, a pull-down menu appears with two selections. Click on the
Abandoned Call Reportand theAbandoned Call Reportwindow appears (Figure 3-21).
2. Select the day or days of the week you want the abandoned call report printed by clicking on the
corresponding buttons. Report opens on screen with the options print export.
3. To set up the automatic printing interval, click on the down arrow box and a pull-down menu appears
with several interval choices. Press the
upanddownarrow key to highlight your interval choice and
press
Enteror click on your choice with the mouse.
4. After entering your choices, pressSave-To-Diskand theSave Automatic Printing
Interval?window appears withYesandNooptions. SelectYesor press
Alt Yto save the data
entered and close all windows. Click onNoor press
Alt NtoreturntotheAbandoned Call
Reportwindow. Exit by pressing
Escor double clicking the close box.
Figure 3-21. Preferred Customer Abandoned Setup Window
Management Information
QuickQprovides both real time and historical statistical information on the performance of the call center.
Supervisors can selectManagement Info. from the menu bar and a drop down menu with the
following 5 options appears:
·Real Time-Setup
·Real Time
·Historical Reports
·Current Reports
·Report Schedule
·Wallboard Message
·Wallboard Schedule
·Wallboard Alarm
·Configuration
Refer to Section 5, Management Information for further details.
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							System-Backup (Manager Level)
TheQuickQautomatically stores all Programming changes and Statistical Data to the P.C.’s hard disk.
TheSystem-Backupoption provides a method to back-up data, onto floppy disk. This ensures safe
storage of the Digital Announcement Messages, the Configuration Parameters, and the Statistical Reports.
It is a good practice to always back-up any changes to messages and configuration programming, thus
protecting against interruptions in power, hardware failures, and inadvertent deletion of information.
QuickQis equipped with sufficient memory to store several years of Statistical Reports. However,
Statistical Reports should be backed-up every 3-4 months. Delete all unwanted reports and save to floppy
disk important data for storage. This will ensure optimum efficiency of the hard disk, protect important
data, and ensure that the hard disk has sufficient space to store future data.
Announcement Backup
To back up the messages, perform the following procedure-
1. SelectSystem-Backupfrom the Manager Window main menu and a drop down menu with the
following three options appears:
·Announcement Backup
·Configuration Backup
·Stats Backup
2. SelectAnnouncement Backupand the Message Backup and Restore window appears (refer to
Figure 3-22).
Figure 3-22. Message Backup and Restore Window
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3-30 Programming The QuickQ System Software Revision 3.0 
						

							3. Use the Backup button to send the current DVA messages to the floppy disk. The Restore button
retrieves the DVA messages from the floppy disk to the hard drive.
NOTE: Use the
Tabkey to move from the Backup button to the Restore Button. The
messages are backed up to the 3.5-in. floppy disk drive in the DVA, not the floppy disk
drive in the call processor. Install the correct floppy disk in the DVA drive before you
start a backup or restore action. Use a standard DOS-formatted 1.44MB disk.
Configuration Backup
1. Select Configuration Backup on the System-Backup pull down menu. The System Program
Back-up/Restore window appears. Refer to Figure 3-23.
2. Select theBackupbutton to send the current System Programs to the floppy, disk. TheBackup to
Floppywindow appears withYesandNooption. To initiate the backup process, press
Alt Yor use
your mouse to click onYes.
3. To restore System Programs, select theRestorebutton. The Restore Window, appears with two
options:ContinueandCancel. SelectingContinueresets the systembefore the data is restored. Figure 3-23. System Program Backup/Restore Window
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							Stats Backup
1. SelectStats Backupfrom theSystem-Backuppull down menu, theReport
Back-Up/Clean-Upwindow appears. Refer to Figure 3-24.
2. Use the
Tabkey to move from theCancelbutton to theBackupbutton. SelectCancelto
exit this function and close theReport Back-Up/Clean-Upwindow. When selecting
Backup, anotherReport Backup/Cleanupwindow appears. Refer to Figure 3-25. Select the
Continuebutton to initiate the Report Back-Up function. Refer to Appendix E, Backup Utility
section for details.
NOTE: QuickQ does not function during backup.
Figure 3-25. Report Backup/Cleanup Confirmation WindowFigure 3-24. Report Backup/Cleanup Window
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3-32 Programming The QuickQ System Software Revision 3.0 
						

							Operating the QuickQ System
The screens illustrated on the following pages are typical for telephones having a 32-character display (16
characters x 2 lines). Because the Scout cordless phone, which can optionally be used by QuickQ
supervisors, has a 20-character display (10 characters x 2 lines), many of the messages must be
abbreviated. These are illustrated on the following pages adjacent to the 32-character displays.
Logging In and Out of QuickQ
The following Log-In and Log-Out procedures apply to both Agent and Supervisor. They differ in the
following areas:
·ID# and password are different,
·Agents can log into several groups at once,
·Supervisors can choose whether to receive calls or not.
Follow this procedure to log into the system.
1. Press the
QuickQbutton on the telephone and the following screen will appear. This display notifies
you that you are about to log intoQuickQ.
2. Type your three digit Agent ID number. If you enter an incorrect Agent ID number, press the
RETRYinteractive button and enter the correct ID number, or use theQUITinteractive button to
exit the Log-In procedure.
3. Type your Agentpassword.Remember, use
RETRYorQUITif necessary.
4.For Agents:
The system asks the agents to log into the appropriate group. If the supervisor has assigned you to
multiple groups, use the displayed screen to locate the group into which you wish to log. Press the
IN
interactive button to log into the displayed group. The system displays your next group. You can press
the
INinteractive button to log into that group or press theSKIPinteractive button to display the next
group after that and so on. Alternately, press the
ALLinteractive button and log into all of the groups
at once.
Welcome - > QuickQ
Password:
RETRY QUIT
Agent Id:_
RETRY QUIT
Group 1?
IN SKIP ALL
Welcome->
QQWelcome->
QQ
Agt Id:
Rt Qt
Paswrd:
Rt Qt
Group01 ?
InSkAl
Scout Display
Scout Display
Scout Display
Scout Display
GCA70-336 Operating the QuickQ System
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							For Supervisors:
The system presents supervisor with a screen that asks if they wish to accept calls or not. Respond by
pressing either the
YESorNOinteractive button.
5. The following screens indicates you are now ready to accept ACD calls:
For Agents:
For Supervisors:
6.For Agents logged into one group:
You can log out fromQuickQwhile in the Ready, Busy or Wrap-up modes. To do this, press the
LOG
interactive button. You are now in the Log Procedure, press theOUTinteractive button to log out.
For Agents logged into multiple groups:
After you press the
OUTinteractive button from the Log Procedure, the system asks which group you
wish to log out from. You can press the
OUTinteractive button to log out of the group shown on the
display. You can press the
SKIPinteractive button to display the next group. Press theALLinteractive
button to log out of all the groups that have more than one agent.
The last agent cannot log out ofQuickQif the group is in day mode. The following screens will
appear:
after 2 seconds:
For Supervisors:
Press the
LOGinteractive button to take you to the Log Procedure. Then press theOUTinteractive
button. The screen will ask whether you want to exitQuickQ. Press the
Yesinteractive button to exit.
Answer Call?
YES NO
QuickQ: Group Name
BUSY HELP LOG
Log Procedure
IN CANCEL OUTGroup Name :Day
MENU MODE LOG
Log Procedure
IN CANCEL OUTExit from QuickQ
YES NO
Group Name
OUT SKIP ALL
Can’t Sign Out
CANCELBusy
CANCEL HELP LOG
Ans Call?
Ys No
Scout Display
Scout Display
QQ Group01
ByHpLg
Scout Display
Group02 Dy
Mn Md Lg
Scout Display
Log Proced
ure InCnOt
Scout Display
Scout Display
Scout Display
Scout Display Scout Display
Scout Display Scout Display
Group01
OtSkAl Group02 Dy
MnMdLg
Can’t Sign
Out CnBusy
CnHpLg
Log Proced
ure InCnOtExit QQ
Ys No
Operating the QuickQ System GCA70-336
4–2 Operating The QuickQ System Software Revision 3.0 
						

							OperatingAsAnAgent
Answering Automatically
In the automatic answer mode, with a headset enabled, when a call arrives at your telephone, you receive
a warning tone and the system automatically connects the call. Speak into the mouth-piece of the headset.
The display shows the call sub-group and the length of time the caller waited to be connected.
Answering Manually
In the manual answer mode when a call arrives at your telephone, the telephone will ring.
·Lift the handset or press theSPEAKERbutton to answer the call. The LCD display shows the call
sub-group and the length of time the caller waited to be connected.
NOTE:Use the speakerphone option with discretion as it creates noise in the office and
subjects your caller to background noise as well.
·You may choose not to answer the call by pressing theBUSYinteractive button.QuickQwill either
redirect the call to another Agent, or it will showAll Agents Busy!on the display if no one is
available to take the call. If the display showsAll Agents Busy!,you cannot make your
telephone busy.
·When a call has reached the preset redirect threshold time, the system will forward the call to another
agent and will make your set
BUSYat the same time.
Wrapping Up A Call
At the end of each call the system sets aside an installer-programmed time (individually programmable
for each Agent in minutes and seconds) before presenting the next call. This time allows you to finish any
processing or paperwork associated with the call you just completed.
·When you disconnect the call, the wrap-up timer starts and the display shows the wrap-up time, the
number of calls in queue, and the number of those calls that have waited beyond the alarm threshold.
·Either remain in wrap-up mode until the wrap-up timer expires or press theREADYinteractive button
to return to Ready mode.
after 2 seconds
Sub-Group Name: 01:20
BUSY
All Agents Busy!
BUSY
Busy
CANCEL HELP LOG
Wrap-up—> 20 sec.
READY ACC BUSY
Waiting : 00 T
RdAlBy
Scout Display
01:20
By
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							Making Your Telephone Busy
You can arrange your telephone to be unavailable to answer calls (for such times as lunch and breaks).
·To make your telephone busy, press theBUSYinteractive button.
·To return to the ready mode, press theCANCELinteractive button.
Requesting Help
When necessary, you can use this procedure to request help from your Supervisor.
1. Whileengagedonacall,pressthe
HELPinteractive button. If the Supervisor is busy or unavailable
(after 5 seconds of prompting) your telephone display showsSupervisor Busy!. You can
either retry or cancel the request.
2. When the Supervisor calls you, you can either bring him or her into the call (conferencing) or put the
caller on hold and speak to the Supervisor in private.
3. If you choose to speak to the Supervisor with the call on
HOLD, you have the option of bringing in
the customer into the conversation later by pressing the
CONFsoft key. Alternately, you can press
TRANSto transfer the call to the Supervisor, or pressRETURNto get back to the caller after receiving
assistance from the Supervisor.
4. While conferencing with the Supervisor, you can press the
RELEASEbutton to drop the Supervisor
from the call or transfer the call to the Supervisor.
Line Name Sub Grp Name
ACC WRAP HELP
Busy
CANCEL HELP LOG
Supervisor Ready!
CONF HOLD
Line Name: Held!
CONF RETURN TRANS
Ln Name: Supvr. Name
CONF RETURN TRANS
Scout Display
Scout Display
Scout Display
Scout Display
Scout Display
Busy
CnHpLg
LinNameSup
p901AcWpHp
Super Redy
Cf Hd
LinName He
Ld! CfRnTr
LinName
CfRnTr
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