Comdial Quick Q Acd Technical Manual

Section 6
Reviewing The QuickQ DVA Components
This section provides information on the components within the Digital Voice Announcer (DVA).
Reviewing The DVA Chassis Components
The components shown in Figure 6-1 are the standard components within the chassis and, in most cases, you
would not be change them in the field.
DVA Motherboard
This is the system processing device. The
QuickQ
DVA’s task of playing and recording announcements
are controlled by the DVA motherboard. The
announcements are stored...

Reviewing The Voice Channel Card
The voice channel card (Figure 6-2) is designed with
four digital recording and playback channels. Each
channel includes circuitry that directly interfaces with
a DXP digital station port. The DVA can hold a
maximum of four voice channel cards. Since each
voice channel card provides four voice channels, the
system capacity is a maximum of 16 voice channels.
The voice channel card connects to the I/O Board
through a voice channel ribbon cable. You must
connect all four...

01 Card Select
Jumpers
1J2J3
Exploded Side View
Jumper
Strap
1
0 LSB
1
0 MSB
LED Power
Indicator Voice Channel
Connector
QVCC
Figure 6-2. Reviewing The QuickQ Voice Channel Card
Reviewing The QuickQ Components IMI66–130, Section 6
Software Revision 3.1 Reviewing The QuickQ DVA 6 – 3 

Reviewing The I/O Board
The I/O Board (Figure 6-3) provides both the I/O
interface from the voice channel cards to the DXP and
the RS-232 serial communication link to the computerthrough a male 50-pin connector. There is lightning
surge protection built in the I/O board to protect the
DVA components.
QIOCSERIAL
AMPHENOL
CONNECTOR VOICE CHANNEL SERIAL
CONNECTOR
1
2
3 4
Figure 6-3. Reviewing The QuickQ I/O Board
IMI66–130, Section 6 Reviewing The QuickQ Components
6–4ReviewingTheQuickQDVA SoftwareRevision3.1 

Section 7
Testing And Troubleshooting
This section provides the basic test procedure and troubleshooting information for theQuickQACD hardware and
software installation
Testing The DVA Installation
The following paragraphs provide the testing and troubleshooting information for the DVA during installation.
Testing Voice Channel Cards
Make sure the voice port stations that are connected to
the voice channels are programmed properly.
When you first switch on the computer, the message
QuickQ Initialized....

Testing The QuickQ Software
This discussion provides information on typical software related problems and error messages.
During Initial QuickQ Programming
This paragraph discusses the problems that you may
encounter during the initial QuickQ programming.
NOTE: After making programming changes, reboot
the ACD computer to implement your changes.
Examining Typical Problems
Problem 1:After you have entered the ID# in the
Sign In window, the error message Invalid ID#
appears.
Solution:Be sure the ID# is...

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...

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...

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...

Using Caller Input Queue Escape
This discussion provides information on the use, programming, and troubleshooting the queue escape feature.
Using The Queue Escape Feature
This feature provides callers with an escape option
while waiting in a queue for an available agent. When
QuickQis playing a message, callers can enter a
preprogrammed digit to go to the escape extension.
The digit which the caller is instructed to enter is
defined by the program manager and is programmed
by the technician. The escape...