Comdial Quick Q Acd Installation Guide
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Examining The Enable QuickQ Status Utility Theenable QuickQ statusallows you to enable the QuickQafter you have programmed the voice port extensions and without resetting the computer. After you have enabledQuickQ,theenable QuickQ option will be theQuickQstatus feature. This feature indicatesQuickQ‘s current operating status. Theenable QuickQ statusoption can provide information on the hardware status as seen byQuickQ upon initialization and after you display theQuickQ statuswindow. The messages that will appear are shown on the following list. All Components acquired This indicates that the lines and the Voice Ports are functioning. Line not initialized This indicates a problem withalinethatwas programmed as an ACD line. Check the line going into theQuickQDVA. Check programming of lines in ACD. Link established between PC and DVA This indicates that there is proper RS-232 serial data communication between the PC and the DVA but there is a problem with one of the other initialization parameters. Lost link between PC and DVA This indicates a problem with the RS-232 serial data communication link. Check all serial communication wiring plus, be sure the DVA is powered on. Voice Ports not initializedThis indicates a problem with a voice port card that you have programmed as a message channel. Check the wiring between the DVA and the DXP station port. Also check theQuickQ message channel and extension length programming for the voice port extension. NOTE: If no DVA is connected, the display is normal. All voice ports initialized This indicates all voice port cards programmed in QuickQare functioning properly but there is a problem with one of the other initialization parameters. QuickQinitialized This indicates the ACD software is initialized. OAI Key Code = xxx This indicates the OAI key code. TheQuickQ statuswindow provides information on the communication status ofQuickQand the feature codes. The messages that show are listed below. Lost communication with announcer This indicates a problem with the RS-232 serial communication link. Check all serial communication wiring and be sure the DVA is powered on. Normal communication with announcer This indicates correct RS-232 serial communication between the PC and the DVA. OAI Key Code = xxx This indicates the OAI key code. IMI66-130, Section 7 Testing And Troubleshooting Software Revision 3.0 Testing And Troubleshooting 7 – 3
Examining The Agent Status Utility Theagent statusis a real-time agent status window. This window shows the current state of the ACD agents. The first column shows the agent’s name. The second column shows the agent’s state. The third column shows the call state for the agent’s line. The agent status states that will appear are shown in the following list. ACCEPT Supervisor accepts request for help ACC_CODE Agent or supervisor entering account code IN_ANSWER Agent answered incoming call BUSY_STATE Agent in busy state CALL_WAIT An ACD call is presenting to an agent HELP_REQ Agent requesting help from the supervisor IDLE_STATE Agent in idle state OUT_ANSWER Agent on outgoing call PASSWORD Agent or supervisor entering password REJECT Supervisor reject request for help SIGN_IN Agent or supervisor signing in TRAN_FAIL An ACD call is presenting to an agent. (The call should redirent to another agent, but no other agent is available).S_MODE Supervisor changing mode of operation S_PLAY Supervisor playing message S_RECORD Supervisor recording message S_STOP Supervisor stop playing or recording message WRAP_UP/WAIT_DISP Agent has ended call and is in wrap_up state The call state that will appear are shown below. C_ANSWER_STATE Call answered by an ACD agent C_DISPLAY_STATE Call displayed on an ACD agents telephone C_HOLD_STATE Call on hold by agent C_IDLE_STATE No call activity NO CALL No call activity C_MESSAGE_STATE Call listening to announcement C_MUSIC_STATE Call listening to music, on-hold tone, or silence C_OUT_STATE Outgoing call by agent C_RING_STATE Call processor detects ringingonline Testing And Troubleshooting IMI66-130, Section 7 7–4TestingAndTroubleshooting Software Revision 3.0
Examining The Line Status Utility Theline statusscan is a real-time line status window. This window shows the current state of the ACD lines. The first column shows the line name. The second column shows the line state. The third column shows the call state for the line. The fourth column shows the agent with whom the line is associated. The last column shows the voice port on which the message is played from. The line status states that will appear are shown in the following list: ANSWER_STATE Line answered by an agent ANSWER_WAIT Line answered by an agent CALLERID_STATE Collecting caller ID information. (Caller ID feature must be enabled in bothQuickQand DXP.) DVA01_MESSAGE Message to be played on line with DVA01 IDLE_STATE No line activity MESSAGE_STATE Message to be played on line MONITOR_STATE Line monitored byQuickQ waiting for a transfer to the voice port (auto attendent mode) MUSIC_STATE Music, on-hold tone, or silence to be connected to line OUTGOING_STATE Line used for outgoing call by an ACD agent RING_STATE Line ringing—incoming call RINGON Line ringing, but no messagetoplayonline The call states that appear are shown below: C_ANSWER_STATE Call answered by an ACD agent C_ANS_WAITING Call waiting for agent or voice port C_DISPLAY_STATE Call displayed on an ACD agents telephone C_HOLD_STATE Call on hold by agent C_IDLE_STATE No call activity NO CALL No call activityC_MESSAGE_STATE Call listening to announcement C_MUSIC_STATE Call listening to music, On-hold tone, or silence C_OUT_STATE Outgoing call by agent C_RING_STATE Call processor detects ringingonline Examining The Voice Port Status Utility Thevoice port statusscan is a real-time voice port status window. This window shows the initialized voice ports and their current state. The voice port states are shown on the following list: CH_NOT_INIT Voice port not initialized CH_IDLE Voice port idle CH_RECORD Voice port used for recording CH_PLAY XX Voice Port used for playing message [xx] to a line. CH_SUPER_PLAY Voice port used for playing a message by the supervisor or technician CH_WAITING Voice port is waiting for a messagetobeplayedor recorded Theclockwindow provides useful information. The line under the clock shows the status of the DVA. It also show the hard disk usage. The clock states are as shown below: Normal indicates there is no problem with the DVA Inactive indicates that there is a problem with the DVA Backup indicates that the floppy back-up is currently backing up the messages in the DVA Problem: Clock shows DVA inactive. Solution: Check to see if DVA is powered off. If so, turn on the power to it. Also, check all wiring for the RS-232 serial communication link. Finially, reset the DVA by powering the unit off and on. IMI66-130, Section 7 Testing And Troubleshooting Software Revision 3.0 Testing And Troubleshooting 7 – 5
Section 8 Installing The New Voice Channel Cards This section describes how to install additional Voice Channel Cards. Insert the new voice channel card into a slot on the DVA motherboard (Figure 6-1). Connect the voice channel card to the I/O Board with a ribbon cable (Figure 4-1), and secure it to the DVA chassis with two #6-32 1/4-inch machine screws. NOTE:Wear a ground strap when working inside the DVA chassis to avoid damaging the DVA circuit boards with a static electricity discharge. 1. Remove the three screws that secure the front cover of DVA chassis, and lift the front cover up slightly. 2. Locate the next open slot in the DVA motherboard to insert the voice channel card. 3. Set the jumpers J2 and J3 to the next voice channel card. Refer to Table 6-1 for jumper settings. 4. Switch the power OFF on the DVA. NOTE:Be sure to back up all of the pre-recorded announcements to the floppy disk before powering off the DVA. 5. Insert the voice channel card into the open slot in the DVA motherboard. Push the voice channel card straight down until it is snugly in place and the metal bracket is flush with the securing bracket.6. Use the two #6-32 1/4-inch machine screws to secure the voice channel card to the DVA chassis. 7. Connect the ribbon cable to the voice channel connector (Figure 6-2). The red stripe on the ribbon cable indicates Pin 1 on the ribbon connector. The voice channel connector on the voice channel card has pin 1 labeled. NOTE:The red stripe on the voice channel ribbon cable must face toward the outside of the DVA chassis. 8. Connect the other end of the ribbon cable to the voice channel connector on the I/O board (Figure 6-3). The voice channel connectors on the I/O board are labeled 1 through 4, to correspond to the four possible voice channel cards. Select the proper connector for the voice channel card being added. The voice channel connector on the I/O board has Pin 1 labeled. NOTE:The red stripe on the voice channel ribbon cable must be facing out of the DVA chassis. 9. Switch the power ON on the DVA. 10. Test the voice channel card. Refer to the Section 7 paragraph titled,Testing voice channel card. 11. Close cover. Installing The New Cards IMI66–130, Section 8 Software Revision 3.0 Installing The New Cards 8–1
Appendix 1 UsingQuickQWithAMouse A mouse is a device that allows you to move a cursor on the screen to specific points for data entry, and other menu selections (Figure A1-1). An arrow image, called the mouse pointer, moves on the screen when you move the mouse. Practice moving the pointer. Stay away from the menu bar at the top of the screen. (If you accidentally make a menu appear, you can make it disappear by moving the pointer out of the menu and pressing and releasing the left mouse button.) Occasionally the pointer might seem to disappear. Usually it is just off the screen. To make the pointer reappear, move the mouse in a circle a few times. To move the mouse without moving the pointer, lift up the mouse. The pointer doesn’t move while the mouse is in the air. Most of the time, you use one of the following two mouse button techniques: ·clicking, ·dragging. Clicking (Selecting an item):To click, press the left button and immediately release it. By clicking, you can select an item, such as a menu or an icon. Note that the top left corner of the screen has a sign-in label. Use it to perform the following exercise. Place the pointer at the sign-in title and click the mouse button.QuickQopens a window . Dragging (Moving a window):Dragging consists of three steps: 1. pressing and holding the left mouse button, 2. moving the mouse, 3. releasing the mouse button. Dragging allows you to move the position of a window on the screen. You can position different windows on the screen to give yourself a better view of system set-up parameters (for example, the announcement window and the line group window). Having both windows appear at the same time, you can identify the announcement messages assignment that is relative to the line groups. To move the sign in window, place the pointer on the title bar (system access), and drag. As you drag, an outline of the window moves with the pointer’s. Practice moving thesigninwindowonthescreen. Figure A1-1. Using The Mouse Using QuickQ With A Mouse IMI66–130, Appendix 1 Software Revision 3.0A1–1
Window Graphic in QuickQ If you are familiar with a window environment, you can skip this discussion. QuickQis easy to use. Most of what you see and do in the ACD console happens in a window. A window is a screen area that theQuickQsystem uses to exchange information with you. There are many windows. For example, you enter your password through a window, QuickQdisplays the Line-group data through a window, and so forth. You can move, resize, zoom, overlap, close and open one or more windows in one screen. While you can have any number of windows opened, only one window can be active at any time. The active window is the one that you are currently working in. Any command that you choose or text you type generally applies only to the active window. The active window always has a close box, and may have a zoom box, scroll bars, and a resize corner. (Figure A1-2 shows a typical window). If your windows are overlapping, the active window is always the one on top of all the others (the foremost one). As stated above, allQuickQwindows have the following features in common: ·a title bar, ·a close box. The Title Bar: The topmost horizontal bar of a window contains the name of the window. You can drag the title bar to move the window around.The Close Box:This is the box in the upper left corner. You click your computer’s mouse on this box to quickly close the window. The Zoom Box:This box may appear in the upper right corner. If the icon in that corner is an up arrow, you can click on the arrow to enlarge the window. If the icon is a doubleheaded arrow , you can click on this to return the window to its previous size. Some of the more complex windows have the following additional features: ·scroll bars, ·resize edges. Scroll Bar: The scroll bar, if available, appears in the right side of the window. You use your mouse with this bar to scroll the contents of the window. Click on the arrow at either end to scroll one line at a time. (Keep the mouse button pressed to scroll continuously.) You can drag the the scroll box at any spot on its bar to move it to a more convient position. Resize Edges:The four extreme edges of a window are the resize edges. You can drag any edge to make the window larger or smaller. Help Box:A help window, if available, will give you further instructions specific to the active window. Press F1 to open the help window. Figure A1-2. Viewing A Typical QuickQ Window QQ61 IMI66–130, Appendix 1 Using QuickQ With A Mouse A1–2Software Revision 3.0
Appendix 2 Reviewing The Programming Road Map Start-up, Technician’s, And System Manager’s Screens SEE NEXT PAGE FOR GROUP SUPERVISOR’S SCREENS Start-up Screens Sign-In ID # XXX Password XXX Technician’s Screens System Setup QuickQ Master Setup Master Extension Master 2 Extension QuickQ OAI Key Code QuickQ Line Setup Name Group Subgroup Line No. Voice Port Config. Voice Port No. Station Type Printer Setup Printer Type Other Epson LQ HP Laser HP DJ 500 HP DJ 550C Printer Port LPT 1 Integration Setup External Overflow Overflow Extension Setup 1st Overflow Extension _ _ _ _ 2ndOverflowExtension____ 3rd Overflow Extension _ _ _ _ 4th Overflow Extension _ _ _ _ Password Technician Password Old Password XXX New Password XXX Diagnostic QuickQ Status Agent Status Scan Line Status Scan Voice Port Status Scan Upgrade ID # XXX Password XXX Agent Size Wallboard System Manager’s Screens System Setup Company Name ID Password Group Name XXXXXXXX Supervisor Name XXXXXXXX ID # XXX Password XXX Time/Date Date dd-mm-yyyy Time HH:MM Intergroup Overflow Group 01-16 Level 01 Level 02 Level 03 Level 04 Announcement Message Message 1-16 Description Current Time MM:SS Limit Time MM:SS Account Code Starting Number Range X Account Code XXX Description Stat Bin Answer Bin Time Bin 1 MM:SS Time Bin 2 MM:SS Time Bin 3 MM:SS Time Bin 4 MM:SS Time Bin 5 MM:SS Time Bin 6 MM:SS Abandon Bin Time Bin 1 MM:SS Time Bin 2 MM:SS Time Bin 3 MM:SS Time Bin 4 MM:SS Time Bin 5 MM:SS Time Bin 6 MM:SS Wallboard Setup Wallboard 01-16 Group 01-16 Type Mono/Color Title Yes No Title Display Summary Yes No Buzzer Yes No Parameter Wallboard 01-16 Group 01-16 Type Mono/Color P1-P6 Group Programming Group 01-16 (Link to Group Supervisor Screens) System Backup Announcement Backup Backup Restore Configuration Backup Backup Restore Stats Backup Cancel Backup System Manager’s Screens. . . . (continued) Management Info Real Time System Agent Status System Line Status Historical Reports Daily (see box) Report type Weekly (see box) Report format Monthly (see box) Note Current Reports Print Hourly Copy Report Type Delete (see note) Export Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Daily Report Type (see note) Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Report Schedule Daily Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Print Time HH:MM Weekly/Monthly Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Weekly Report Print Disable Day of Week Monthly Report Print Disable Enable Wallboard Message Add Send Wallboard Schedule Wallboard Alarm Configuration Group System Technician Group 01-16 Print Note:Report Types are— Answer Bins Abandon Bins Incoming Call Total Time Average Time System Capacity Account Code Traffic Analysis (not in current hourly report) IMI66-130 Programming Road Map Software Revision 3.0 A2–1
Reviewing The Programming Road Map (continued) Group Supervisor’s Screens Access Group Supervisor’s Screens as follows: 1. SelectMANAGERfrom the Sign-in Screen. 2. SelectGroup Programmingfrom the Manager Screeen. 3. Select a Group (01-16) from the Group Programming Screen. 4. AnswerYesto the question, Sign Through? Group Setup Parameter Setup Overflow Threshold MM:SS Redirect Threshold MM:SS Alarm Threshold MM:SS Alarm Threshold Calls in Queue Priority Override MM:SS Call Screening Yes No Automatic Force Call Yes No Manual Answer Yes No Force Account Code Yes No All Agents Busy Alarm Yes No Calling Line ID Yes No Day to Night Schedule Disable Monday HH:MM Tuesday HH:MM Wednesday HH:MM Thursday HH:MM Friday HH:MM Agent Group-Setup AgGp_01 AgGp_02 AgGp_03 AgGp_04 Agent Group Name XXXXXXX Agent Name XXXXXXX ID # XXX Password XXX Priority 01-04 Wrap-up MM:SS Line Group Setup LnGp_01 LnGp_02 LnGp_03 LnGp_04 Line Group Name XXXXXXX Announcement Assignment First Message X Second Message X Night Message X Special Message X Announcement Time Setup First Msg Int. Delay MM:SS Music Interval MM:SS Line Group Priority 01-04 CLID Customer Setup Add Customer XXXXXXX Phone Number XXXXXXXXXXXXX Priority 1-4 Group 1-16 Night Mode Routing No Yes Abandoned Call Report Current Sunday Monday Tuesday Wednesday Thursday Friday Saturday Automatic Printing Interval Disabled 30 Min. 1,2,4,6,8,12,24 HrsManagement Info. Real Time Setup Incoming Call Parameter Outgoing Call Parameter Busy Time Parameter Real Time Historical Reports Daily (see box) Report type Weekly (see box) Report format Monthly (see box) Note Current Reports Print Hourly Copy Report Type Delete (see note) Export Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Daily Report Type (see note) Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Report Schedule Daily Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Print Time HH:MM Weekly/Monthly Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Weekly Report Print Disable Day of Week Monthly Report Print Disable EnableManagement Info. ....(continued) Wallboard Message Add Send Wallboard Schedule Add Day Time MM:SS Message (70 chars.) Wallboard Alarm Add Parameter Function Threshold Configuration Group System Technician Group 01-16 Print Note:Report Types are— Answer Bins Abandon Bins Incoming Call Total Time Average Time System Capacity Account Code Traffic Analysis (not in current hourly report) Prefer Customer Programming Road Map IMI66-130 A2–2 Software Revision 3.0