Comdial Quick Q Acd Administrators Guide
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Transferring Calls In or Out of QuickQ Use this procedure to transfer calls. 1. While on a call, press the telephone’s TRANSbutton. 2. Dial the intercom number of the station to receive the transfer. The system will transfer the call. After the station receiving the transfer answers the call, the system will place your station in the wrap-up mode. Making an Outgoing Call To make an outside call, press theLINE GROUPbutton to connect your telephone to an outgoing line, and make your call in the normal way. While on an outgoing call, you can either request help from your Supervisor, enter an account code for the call, or wrap-up the call in the same way as on an incoming call. Entering Account Codes You can use any screen that has theACCoption to enter an account code to categorize the call according to the call type. 1. Press the ACCinteractive button at any time during the call or during wrap-up mode. Enter the three digit account code (the System Manager manages the account codes). If you enter an incorrect account code, press the RETRYinteractive button and enter the correct account code or exit to abandon and return to the original screen. 2. Press OKto verify the code orRETRYif you enter an incorrect account code. If the code is invalid, the system prompts you to re-enter the code. Outgoing ACC WRAP-UP HELP Acc Code:___ RETRY EXIT Account Description RETRY OK Scout Display Scout Display Scout Display Outgoing Ac Wp Hp Acc Cd: Rt Ex Acc Desc Rt Ok GCA70-336 Operating the QuickQ System Software Revision 3.0 Operating The QuickQ System 4–5
Operating As A Supervisor As a Supervisor, you can log in at either theQuickQconsole or the DXP telephone. Changing the Mode of Operation There are three distinct answering modes—Day, Night and Special. ·Day Answering Mode—The system answers with the day message, places calls on hold and distributes incoming calls to the next available Agent. The call distribution is based on the longest idle time, or the priority of the Agent or incoming line. ·Night Answering Mode—The system answers with the night message then disconnects the caller. This mode is enabled automatically at a preset time. The system automatically logs out all agents when calls in queue have been cleared. Supervisor can change the state manually. ·Special Mode—The Group Supervisor initiates the special mode for unique situations (for example, network problems). During this mode of operation, the system answers callers with the special message and disconnects them. When the preset night mode time is reached, the system will automatically switch from special mode to night mode. Use the following procedure to select the required mode of operation: 1. From the Supervisor’s telephone, press the MODEinteractive button. 2. Select the mode of operation from the following displayed options:DAY,NIGHT,SPECIAL. After you make your selection, the display returns to the Supervisor main menu and shows the new mode at the top right corner. Group 1 : Day MENU MODE LOG Group Mode? DAY NIGHT SPEC’L Scout Display Group01:Dy Mn Md Lg Scout Display Grp Mode? Dy Nt Sp Operating the QuickQ System GCA70-336 4–6 Operating The QuickQ System Software Revision 3.0
Recording And Playing Back The Announcement Message On The DVA16 You can use your telephone to review and change any announcement message. For messages that are to be changed frequently, record your message with a buffer. For instance, record message #1 which takes up 10 seconds, follow by 10 seconds of silence. Go ahead and record message #2. After finished recording message #2, go back to record message #1 again. In this way, customers will only hear the message, and not the blank silence following it. The blank time will be saved as a buffer for future usage. If there is a change in message #1, it can be 10 seconds longer than the original message. Refer to the discussion titled Recording Announcement Message and Playback in theQuickQoperations section of this guide for message recording and playback information. Use the following procedure to record a message. 1. Press the MENUinteractive button . 2. Press the MSGinteractive button. The system displays the total time remaining for the new messages. 3. Dial the number of the message that you wish to record or change. For numbers lower than 10, dial a leading 0 (for example, 01–09). Press RETRYif you enter an invalid number, PressCLEARto clear all message or QUITto return to the main menu. 4. The display shows the message length in seconds (it shows 0 seconds for new messages). Press the RECinteractive button, a tone will alert you to start recording, speak the message into the telephone handset. 5. When you have finished, press the STOPinteractive button, a tone indicates the end of the recording. NOTE: If possible, record all of the messages as a group. If you do re-record a message, the new message must be the exact length as it was before or you will record over the next message. For example, if you replace a 15-second message with a 20-second message, you will record over the next message. Waiting:02 > T:00 MSG REPORT AGENT Message #: RETRY CLEAR QUIT Message01: 00sec REC PLAY QUIT Recording Msg 01 STOP Scout Display Group01 Dy Mn Md Lg Scout DisplayScout Display Scout Display Scout Display Wt: >T Ms Rp Ag Msg#: RtCrQt Msg01:000s RcPyQt Record Msg 01 St GCA70-336 Operating the QuickQ System Software Revision 3.0 Operating The QuickQ System 4–7
6. To review the message, press thePLAYinteractive button. 7. The system plays the message through the handset. 7. Press YESto accept the message orNOto re-record the message. Monitoring The Agents You can monitor an Agent’s activity status or telephone conversation. The activity status names the Agent and details the following status items: ·engaged on an incoming call, ·engaged on an outgoing call, ·engaged in Make Busy Mode, ·idle, ·ready to receive a call. Use this procedure to monitor a particular Agent: 1. Press the MENUinteractive button. 2. Press the AGENTinteractive button. 3. Dial theID#of the Agent you wish to monitor or press SCANand let the system select an Agent number for you. Accept Message? YES NO PLAY Playing Msg 01 STOP Accept Message? YES NO PLAY Group 1 : Day MENU MODE LOG Waiting:02 >T:00 MSG REPORT AGENT Agent Id: ___ SCAN RETRY QUIT Scout Display Scout Display Scout Display Scout Display Scout Display Scout Display Accept Msg YsNoPy Play Msg01 St Accept Msg YsNoPy Group01:Dy MnMdLg Wt:00 >T00 MsRpAg Agt Id:___ SnRtQt Operating the QuickQ System GCA70-336 4–8 Operating The QuickQ System Software Revision 3.0
4. Press theSELECTinteractive button to monitor the Agent’s call. 5. Press the SCANinteractive button to monitor another system selected Agent or pressQUITto return to step 3. 6. Press QUITagain to return to the Supervisor’s menu. Viewing The Current Call Statistics QuickQcauses your LCD speakerphone to display the current number of answered and abandoned (lost) calls within a group. Use this procedure to view the call statistics. 1. Press theMENUinteractive button. 2. Press theREPORTinteractive button. Your LCD speakerphone displays the number of answered and abandoned calls. 3. PressQUITto return to Supervisor menu. Agent Name :Incall SCAN SELECT QUIT Agnt101:Idle SCAN SELECT QUIT Waiting: 02 >T:00 MSG REPORT AGENT Ans: 123 Lost: 4 QUIT Scout Display Scout Display Scout Display Scout Display Agnt Name: SnSeQt Agnt101:Id Le SnSeQt Wt >T MsRpAg A:123L:4 Qt GCA70-336 Operating the QuickQ System Software Revision 3.0 Operating The QuickQ System 4–9
AdditionalQuickQDisplays For Scout Telephones You may encounter some Scout telephone displays that are not included in the illustrations in the previous section. To interpret the interrupt button abreviations used on these displays, refer to the abbreviations in Table 4-1. Figure 4-1. Interrupt Button Abbreviations Used on the Scout Display Scout DisplayStandard DisplayScout DisplayStandard Display Ab Ac Ag Al As By Cn Cr Cf Dy Ex Hp Hd In Lg Lg Mn Md Ms Nt NoABORT ACC AGENT ALL ANSWER BUSY CANCEL CLEAR CONF DAY EXIT HELP HOLD IN LOG Logout MENU MODE MSG NIGHT NOOk Ot Py Qt Rd Rc Rj Rs Rp Rt Rn Sn Se Sk Sp St Tr Vc Wp YsOK Out PLAY QUIT READY RECORD REJECT RELEASE REPORT RETRY RETURN SCAN SELECT SKIP SPEC’L STOP TRANS VOICE WRAPUP YES Operating the QuickQ System GCA70-336 4–10 Operating The QuickQ System Software Revision 3.0
Management Info. The System Manager can obtain a detailed printout of the system configuration for the manager level, the supervisor level, or for each individual group. When someone selects theManagement Info.menu bar option in the manager window, the system presents a menu that has several options. The menu offers the following options: ·Real Time-Setup(available in group level only) ·Real Time ·Historical Reports ·Current Reports ·Report Schedule ·Wallboard Message ·Wallboard Schedule ·Wallboard Alarm ·Configuration Selecting The Real Time Report Viewing The System Manager Real Time Report The System Manager’s real time report shows information in theSystem Agent Statuswindow and theSystem Line Statuswindow. Refer to Figure 5-1, System Manager Real Time Report. The system updates these windows in approximately 3 second intervals so that they reflect current activities and statistics of both the Agents and the lines. QQ90 Figure 5-1. System Manager’s Real Time Report GCA70-336 QuickQ Management Information Software Revision 3.0 QuickQ Management Information 5-1
The System Agent Status window shows the following items: ·group number, ·Numbers of Agents in that group currently available, ·number of Agents on incoming calls, ·number of busy Agents, ·number of Agents on outgoing calls, ·number of Agents who are logged out from that group, ·number of abandoned calls, ·grade of service being offered to callers. Selecting The Real Time Set Up Parameters (Group Level) The system also makes a real time setup option available. With it, Group Supervisors can set a threshold time for incoming calls, outgoing calls, and busy status. When an Agent exceeds the threshold time, the system highlights his or her name with the color red on the real time report screen. 1. Pull down theManagement Info.menuandselecttheReal Time Set-upoption. TheReal Time Parameter Setupwindow appears (refer to Figure 5-2). To move from field to field, use the Tabkey or pressEnter. After editing the parameters, selectSave-To-Diskor pressAlt S.The system saves the changes and closes the window automatically. If no changes are necessary, press Esc or double click on the close box to exit.The System Line Status window shows the following items: ·group number, ·number of available lines, ·number of calls waiting on the lines for the group, ·number of calls which are over the alarm threshold, ·number of outgoing calls, ·number of incoming calls, ·oldest call in the system, ·mode of operation. Figure 5-2 . Real Time Parameter Setup QQ91 QuickQ Management Information GCA70-336 5-2 QuickQ Management Information Software Revision 3.0
Viewing The Supervisor’s Real Time Report (Group Level) The system updates the Supervisor’s real time report (refer to Figure 5-3) in approximately 3-second intervals so that the report continually monitors the group’s current call activities and statistics. In addition to continually updating the service status window, the system restarts that service window’s status totals every 15 minutes. The report windows show the following items ·traffic status,·traffic activity (explanation on page 5-4), ·service status,·agent activity (explanation on page 5-4). ·agent status, Traffic Status Definitions 1. Number Of Lines = lines available for calls 2. Incoming = active incoming calls (includes calls answered and waiting) 3. Outgoing = active outgoing calls 4. Call Waiting = calls waiting to be answered 5. No. Beyond Alarm = calls waiting beyond alarm threshold time 6. Oldest Call = amount of time that the oldest call has waited to be answered Service Status Definitions 1. Time Elapsed = elapsed time since the window restarted (window details status in 15 minute blocks) 2. Grade Of Service = see the explanation under Figure 5-16 3. Total Calls = total calls serviced in current window time 4. Abandoned Calls = calls dropped by caller, or connected for less than nine seconds (or a predetermined time) 5. Operating Mode = day mode , night mode or special mode of operation Agent Status Definitions 1. Sign In = agents signed in 2. Incoming = agents on incoming call 3. Outgoing = agents on outgoing call 4. Available = agents idle 5. Busy = make busy agents 6. Logout = agents out of service QQ114 Figure 5-3. Supervisor’s Real Time Report GCA70-336 QuickQ Management Information Software Revision 3.0 QuickQ Management Information 5-3
Traffic Activity— The Real Time Traffic Activity window shows the activity percentage for the Lines, Waiting calls and the Agent. The Lines column indicates the percentage of activity on the lines assigned to group. The activity for the lines can be green for incoming calls or yellow for outgoing calls. The Waiting column indicates what percentage of the incoming calls are actually waiting for an agent. The activity for the waiting call can be red for the calls past the alarm threshold (>T) or black for the calls below alarm threshold. The Agents column indicates the percentage of active agents in the possible activity states. The activity for the agents can be gray for agents in Busy state, green for agents on incoming calls and yellow for outgoing calls. Agent Activity— The Real Time Agent Activity window shows the current state of each agent signed into the group. The agent’s name programmed in theQuickQis displayed in one of the four possible states. The agent can be in blue for idle state, gray for Busy state, yellow for Outgoing state, or green for Incoming state. The preset threshold time for each state is shown under the heading. The list of names under each possible state is shown based on the longest time in the activity state. The time spent by the agent in that state is also displayed beside the agent’s name except for idle state because management has little control over how long an agent stays in the idle state. The agent’s name box may change to red under the possible states, if the time in that state has exceeded the preset time for the state. Selecting Historical Reports Use this procedure to obtain historical reports. 1. SelectManagement Info. on the menu bar and click on theHistoricaloption. The calendar appears, showing the current month, with each day represented by a button (Figure 5-4). At the bottom of the calendar window are boxes in which you can specify a new month (0 to 12) and a new year. This allows you to call up any stored data by specifying that period. 2. Select the appropriate year and month and press Enter. As you specify new months and new years, the calendar changes to show the month you have selected. NOTE: Use the TabkeytomovefromMonthtoYearand to the calendar. 3.Select a single day within that month either by using yourUpandDownarrow key to move between days, and pressing Enter, or clicking on it. Alternatively, you can choose a complete week by using one of theWEEK 01,WEEK 02toWEEK 06buttons on the left side of the calendar, or you can choose the report on the whole month by clicking on theMonthlybutton at the bottom of the calendar or press Alt M. If you select a single day, a File Selections window appears. Line 00, indicated by a date, allows you to choose reports for the entire day. H00 means hour 0 and H01 means hour 1 and so forth. To select numbers 01 and onwards will provide you with a report for a single hour out of that day. 4. After you choose your report period, the system shows the Main Report screen. To continue, refer to The Main Report Screens. QuickQ Management Information GCA70-336 5-4 QuickQ Management Information Software Revision 3.0