Comdial Quick Q Acd Technical Manual

							Technical Manual
Automatic Call Distributor
Software Revision 3.1
R
QickQu 
						

							Radio Frequency Interference
The QuickQ digital voice announcer (DVA) contains incidental radio frequency generating circuitry and, if not
installed and used properly, may cause interference to radio and television reception. This equipment has been
tested and found to comply with the limits for a Class A computing device pursuant to Subpart J of Part 15 of
FCC Rules. These limits are designed to provide reasonable protection against such interference when operated
in a commercial environment. Operation of this equipment in a residential area may cause interference to radio
and television reception; in which case the user is encouraged to take whatever measures may be required to
correct the interference. If this equipment does cause interference to radio or television reception, which can be
determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one
or more of the following measures: Reorient the television or radio’s receiving antenna, and/or relocate the
Digital Communications System, the individual telephone stations, and the radio or TV with respect to each
other. If necessary, the user should consult the manufacturer or an experienced radio/television technician for
additional suggestions. The user may find the following booklet prepared by the Federal Communications
Commission helpful: “How to Identify and Resolve Radio-TV Interference Problems.”  This booklet is available
from the Government Printing Office, Washington D.C. 20402. Stock No. 004-000-00345-4.
This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part
15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference
when the equipment is operated  in a commercial environment. This equipment generates, uses, and can radiate
radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause
harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause
harmful interference in which case the user will be required to correct the interference at his own expense.
This digital apparatus does not exceed the (Class A) limits for radio noise emissions from digital apparatus set
out in the Radio Interference Regulations of the Canadian Department of Communications.
Le pre’sent appareil nume’rique n’emet pes de bruits radioe’lectriques de’passant les limites applicables aux
appareils nume’riques (de la class A) prescrites dans le Re’glement sur le brouillage radioe’lectrique e’dicte’ par
le ministe’re des Communications du Canada.
CAUTION
Changes or modifications to this unit not expressly approved by the party responsible for
compliance could void the user’s authority to operate the equipment.
ii 
						

							Table Of Contents
Section1IntroducingTheQuickQSystem ...................................1-1
UnderstandingTheManualOrganization ...................................1-1
UnderstandingTheTermsUsedInThisManual................................1-1
ListingTheRelatedPublications........................................1-1
Defining TheQuickQSystem..........................................1-2
Describing TheQuickQFunctions .......................................1-3
Detailing TheQuickQBasicOptions......................................1-3
UsingTheSystemSizingOptions .....................................1-3
UsingTheWallboardOption .......................................1-3
UnderstandingTheSystemComponents....................................1-4
The Telephone Switching System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
The Digital Voice Announcers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
TheCentralCallProcessor.........................................1-2
The ACD Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
TheOptionalWallboard ..........................................1-4
QuickQ3.1.0Enhancements ..........................................1-6
WallboardsExpandedAndImproved ...................................1-6
CallersCanEscapeWhenWaitingInAQueue ..............................1-6
ProgrammingQuickQWithoutAProtectionKey.............................1-6
ProgrammingQuickQFromAnotherPCThroughNetworking......................1-6
Converting Version 2 to Version 3 Database And Historical Data . . . . . . . . . . . . . . . . . . . . 1-7
DirectDID/DNISProcessingBy .....................................1-7
QuickQ3.0.0Enhancements ..........................................1-8
SelectingReportsToBePrintedAutomatically..............................1-8
SchedulingTheNightModeOperations..................................1-8
Transferring External Calls To A Subgroup—Group-To-Group Transfer . . . . . . . . . . . . . . . . 1-8
CallsinQueueButtonAvailable......................................1-8
GroupSupervisor’sRealTimeScreenEnhanced .............................1-8
CallRoutingAndReportingFunctionsAvailableFromCallingLineID.................1-8
ExportingReportsInASCIIFormat....................................1-8
SettingTheAllAgentBusyAlarm.....................................1-8
Forcing Account Code Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
UsingTheScoutCordlessPhone......................................1-9
WallboardsAreOptionallyAvailable ...................................1-9
ExpandingTheSystem...........................................1-9
CallsReturnedFromAnOverflowExtension...............................1-9
Programming The Abandon Call Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
IMI66-130Table Of Contents
Software Revision 3.1Contents–iii 
						

							Section2InstallingTheQuickQSystem.....................................2-1
ReviewingTheInstallationCheckList .....................................2-1
QuickQPackageContents .........................................2-1
InstallationCableKitContents.......................................2-1
DVAPackageContents ..........................................2-2
VoiceCardPackageContents .......................................2-2
OptionalWallboardEquipmentRequired .................................2-2
AdditionalMaterialsRequired.......................................2-2
ToolsAndHardwareRequired.......................................2-2
Mounting Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Mounting The Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Mounting The DVA16 Cabinet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Mounting The optional Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
System3WiringTheQuickQSystem ......................................3-1
Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Connecting The Personal Computer To The Digital Communications System . . . . . . . . . . . . . . . . 3-4
Connecting The Digital Communications System To The DVA . . . . . . . . . . . . . . . . . . . . . . . 3-6
Connecting Wallboards To The Personal Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Connecting TheQuickQPROTECKEY ................................... 3-10
Connecting AC Power To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
Reviewing The System Interconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Section4ProgrammingTheDigitalCommunicationsSystem.........................4-1
ProgrammingTheSystemParameters .....................................4-1
Programming The Line Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
ProgrammingTheSerialDataPorts ......................................4-2
Programming Class Of Service For Master Channel And DVA Ports . . . . . . . . . . . . . . . . . . . . . 4-3
ProgrammingTheMasterChannel1VoicePortStationFeatures.......................4-4
ProgrammingTheMasterChannel2VoicePortStationFeatures.......................4-5
ProgrammingTheDVAStationFeatures ...................................4-6
ProgrammingTheSupervisorAndAgentStationFeatures ..........................4-7
ButtonMappingTheStations..........................................4-8
ButtonMappingTheDVAStations ....................................4-8
ButtonMappingTheAgentAndSupervisorStations...........................4-8
ButtonMappingTheMasterChannelPortStations............................4-9
Button Mapping The Function Buttons On The Scout Telephone . . . . . . . . . . . . . . . . . . . . . 5-9
Section5SettingUpThePersonalComputer..................................5-1
UsingQuickQWithAKeyboard........................................5-1
Performing Initial Programming ForQuickQ.................................5-1
SigningIntoTheTechnicianAccessLevel...................................5-2
ProgrammingTheOAINumberAndMasterChannel.............................5-4
Adding Lines ToQuickQ............................................5-5
Deleting Lines FromQuickQ..........................................5-7
Moving TheQuickQLines ...........................................5-8
External Transferring To Line Subgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Table Of ContentsIMI66-130
Contents–ivSoftware Revision 3.1 
						

							Programming TheQuickQDID/DNISTables .................................5-9
Programming TheQuickQVoicePorts.................................... 5-11
Setting Up The DVA01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
DVA01 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Programming TheQuickQPrinterInformation ............................... 5-13
ProgrammingTheExternalOverflowExtensions .............................. 5-14
UpgradingTheSystem ............................................ 5-15
Detailing TheQuickQBatchFiles ...................................... 5-16
Section 6 Reviewing The QuickQ DVA Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Reviewing The DVA Chassis Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
DVAMotherboard .............................................6-1
IDEController ...............................................6-1
FloppyBackUp ..............................................6-1
Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
ReviewingTheVoiceChannelCard ......................................6-2
ReviewingTheI/OBoard............................................6-4
Section7TestingAndTroubleshooting .....................................7-1
TestingTheDVAInstallation .........................................7-1
TestingVoiceChannelCards .......................................7-2
Testing TheQuickQSoftware .........................................7-2
During InitialQuickQProgramming....................................7-2
DuringQuickQOperation .........................................7-2
Examining The EnableQuickQStatusUtility...............................7-3
ExaminingTheAgentStatusUtility....................................7-4
ExaminingTheLineStatusUtility.....................................7-5
ExaminingTheVoicePortStatusUtility .................................7-5
Using Caller Input Queue Escape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
UsingTheQueueEscapeFeature .....................................7-6
ProgrammingTheEscapeDigit ......................................7-6
Troubleshooting The Queue Escape Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Section8InstallingTheNewVoiceChannelCards ..............................8-1
Appendix 1 Using QuickQ With A Mouse..............................A1-1
Window Graphic InQuickQ.........................................A1-2
Appendix2ReviewingTheProgrammingRoadMap.............................A2-1
Appendix3UsingTheReport/DataFileConversionUtility .........................A3-1
Converting ExistingQuickQ2.0.0 Report Files ToQuickQ3.1.0ReportFiles...............A3-1
Converting ExistingQuickQ2.0.0 Data Files ToQuickQ3.1.0DataFiles .................A3-2
PublicationIndex ............................................... DX-1
IMI66-130Table Of Contents
Software Revision 3.1Contents – v 
						

							List Of Illustrations
Figure 1-1. Overviewing TheQuickQSystem............................... 1-5
Figure 3-1. Detailing The Kit-Supplied Modular To 9-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . 3-2
Figure 3-2. Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . 3.3
Figure 3-3. Detailing The Kit-Supplied Modular To 25-Pin EIA Adapter . . . . . . . . . . . . . . . . . . 3-4
Figure 3-4. Connecting The Personal Computer To The DXP . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Figure 3-5. Connecting The DXP To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Figure 3-6 Connecting Wallboards In Terminated And Unterminated Configurations . . . . . . . . . . . 3-9
Figure 3-7. Connecting TheQuickQPROTECKEY ............................ 3-10
Figure 3-8 Reviewing The System Interconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Figure 5-1. Viewing The Error Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Figure 5-2. Viewing The System Access Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Figure 5-3. Viewing The Supervisor/manager Sign-in Window . . . . . . . . . . . . . . . . . . . . . . . 5-3
Figure 5-4. Viewing The Technician Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Figure 5-5. Viewing The System-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Figure 5-6. Viewing TheQuickQLine-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Figure5-7.ViewingTheACDLine-SetupAddWindow...........................5-6
Figure 5-8. Viewing The Edit QuickQ Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Figure 5-9. Viewing The DID/DNIS Tables Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Figure5-10.ViewingTheDID/DNISTranslationTable .......................... 5-10
Figure 5-11. Viewing The Voice Port Configuration Window . . . . . . . . . . . . . . . . . . . . . . . 5-11
Figure 5-12. Viewing The Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13
Figure5-13.ViewingTheOverflowExtensionWindow .......................... 5-14
Figure5-14 ViewingTheSystemUpgradeWindow ............................ 5-15
Figure 6-1. Reviewing TheQuickQDigital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Figure 6-2. Reviewing TheQuickQVoiceChannelCard...........................6-3
Figure 6-3. Reviewing TheQuickQI/OBoard ................................6-4
FigureA1-1.UsingTheMouse .......................................A1-1
Figure A1-2. Viewing A TypicalQuickQWindow .............................A1-2
Table Of ContentsIMI66-130
Contents–viSoftware Revision 3.1 
						

							Section 1
Introducing The QuickQ System
Understanding The Manual Organization
Section 1: Introducing TheQuickQ
System—Provides general information
onQuickQand system requirements.
Section 2: Installing TheQuickQ
System—Provides site planning
considerations and instructions on the
mounting of the Digital Voice
Announcer (DVA) and the optional
wallboard.
Section 3: Wiring TheQuickQSystem—Provides
wiring information for the voice
channels on the DVA, PC to DVA, PC
to Wallboards, and Digital
Communications System to PC.
Section 4: Programming The Digital
Communications System—Provides the
Comdial programming requirements.
Section 5: Setting Up The Personal
Computer—Provides the information on
the installation of theQuickQsoftware
into the PC and the initial programming
of theQuickQ.Section 6: Reviewing TheQuickQComponents—
Provides the description of theQuickQ
DVA components.
Section 7: Testing and Troubleshooting—Provides
the test procedure to setupQuickQand
provides information on troubleshooting
problems onQuickQ.
Section 8: Installing The New Voice Channel
Cards—Provides information on how to
install additional cards.
Appendix 1: UsingQuickQWith A
Mouse—Describes mouse usage with
theQuickQsystem.
Appendix 2: Reviewing TheQuickQProgramming
Road Map.
Appendix 3: Using The Report/Data File Conversion
Utility
Understanding Terms Used In This Manual
Unless otherwise noted, the name Digital
Communications System, or DXP, used throughout
this manual encompasses all three Comdial digitalcommunications systems—DXP, DXPPlus,orFX
Series.
Listing The Related Publications
Additional publications that are applicable to theQuickQautomatic call distributor and digital communication
systems include the following publications.
·GCA70-336QuickQAutomatic Call Distributor
Manager’s Guide
·GCA70-278QuickQAgent’s User Guide
·GCA70-302QuickQSupervisor’s User Guide
·DXLIT-016 DXP Digital Communications System
System Reference Manual
·DXLIT–028 DXPPlusDigital Communications
System Reference Manual
Introducing The QuickQ System IMI66–130, Section One
Software Revision 3.1 Introducing The QuickQ System 1 – 1 
						

							Defining The QuickQ System
QuickQis a fully integrated Automatic Call
Distribution System for Comdial digital
communications systems.
An Automatic Call Distributor (ACD) is the single
most important cost-saving communications tool
available to the manager of an incoming call center.
QuickQis designed to handle a large volume of
incoming calls as efficiently and economically as
possible.QuickQprocesses incoming calls by
distributing the call to available agents on an equitable
basis or by playing announcements to the calling party
until an agent is available. Having installedQuickQin
a call center, the speed, efficiency, and management
control usually results in a 20 to 40 percent increase in
the productivity of the agent force, and a 10– to 20–
second decrease in the average speed of call answering.
The five primary functions of
QuickQare as follows:
1.It provides a waiting queue to ensure that callers
are answered in the order that they are received and
with the appropriate priority. Because of this, the
system handles calls in a more timely and efficient
manner.
2.The system can provide a number of pre-recorded
announcements to play to the calling customers, if
no agent is available, to entice the caller to wait in
queue.3. The system provides for callers to escape a queue
when they have been placed in one by pressing a
queue escape digit. Instructions for doing this are
played to the caller from a pre-recorded DVA
message. After pressing the queue escape digit, the
caller is connected to the escape extension for
immediate connection to a live operator.
4.The system distributes the workload evenly among
the agents to allow an equitable assignment of
duties, which in turn facilitates greater productivity.
5.QuickQprovides comprehensive statistical
management reports to allow efficient control of
agent assignments and lines. Also, it provides rapid
feedback of call statistics to agents and supervisors
via electronic visual displays called wallboards,
when that option is used.
Note: The wallboard is called many different names
in related literature. For example, readerboard,
display, and sign are names often used when
referring to this type of device. To be
consistent and avoid confusion, we will refer to
this visual display device as the “wallboard”
throughout the remainder of this document.
The advent of microprocessor technology has allowed
the cost of ACD systems to be more affordable for
small to medium call centers. Hence, ACD systems
are becoming increasingly popular with call centers
using fewer than 40 agents.
IMI66–130, Section One Introducing The QuickQ System
1–2IntroducingTheQuickQSystem SoftwareRevision3.1 
						

							Describing The QuickQ Functions
QuickQis a PC-based system for redirecting incoming
calls to a human operator or to a digital voice
announcement until a human operator is available.
QuickQinterfaces to the Comdial digital
communications system through the Open
Architecture Interface (OAI) to acquire information
and control the ACD functions. The message
channels of theQuickQDigital Voice Announcer
(DVA16) interface to the Digital Communications
System through the station port(s). This allowspre-recorded messages to be played out to calling
parties. TheQuickQPC communicates with the DVA
through an RS-232 serial communication link. This
communication link allows the PC to control the
messages being played on the voice channels.
As an alternative to the DVA16, you can use the
Comdial Digital Voice Announcer (DVA01). The
DVA01 is controlled by the Digital Communications
System.
Detailing The QuickQ Basic Options
QuickQis available in three packages. The station
capacity of these packages differ but the feature
content of each package is the same. All packages
include real-time status displays of information that
the system continuously updates every three seconds.
This display allows supervisors to quickly identify
conditions such as the call-waiting time. The
packages also include a comprehensive management
reporting scheme that presents information in both
numerical and graphical format.
The threeQuickQpackages available are detailed as
follows:
QuickQPackages
ABC
Lines 120 120 120
Announcements 16 16 16
Real Time Yes Yes Yes
Groups 16 16 16
Agent Sub Group 4 4 4
C.O. Sub Group 4 4 4
Number of Active Agents 12 48* 72*
Maximum Agents (IDs) 48 250 500
Wallboards (optional) 16 16 16
* Can be increased by 24 agents, 12 agents at a time,
by using the optional sizing software.
Using System Sizing Options
Software is available for growing system size on the
“B” and “C” packages. These packages provide the
ability to grow by two increments of 12 agents each.
That is, by adding the optional sizing software, you
can grow the “B” and “C” packages to a maximum
capacity of 72 and 96 agents respectively.
Using The Wallboard Option
Optional wallboards, using colored LEDs, are used to
display vital call statistics. They provide rapid
feedback to agents and supervisors on system call
status. The system manager can compose messages
that are stored and displayed later on the wallboards.
The system manager can insert parameters in the
messages that allow theQuickQsystem to
automatically update certain call statistics on a real
time basis. In the example below, the Little Giants
team is informed by the scrolling message on their
wallboard that they made316outgoing calls on that
current day.
SCROLLING
Introducing The QuickQ System IMI66–130, Section One
Software Revision 3.1 Introducing The QuickQ System 1 – 3 
						

							Understanding The System Components
The Telephone Switching System
QuickQis an add-on application, designed specifically
for Comdial Digital Communications Systems. The
Comdial equipment performs the telephone call
switching functions
.The DXP/DXPPlussystems with
software revision 10A or later and FX Series systems
with software revision 12A or later will fully support
the version 3.1QuickQdescribed in this manual.
The Digital Voice Announcers
TheQuickQDigital Voice Announcer (DVA16) is a
stand alone voice processing system designed to
directly interface with the system’s station ports. It is a
fully integrated system in that the recording and
playback of up to 16 voice announcements is under the
control of the Central Call Processing unit. In a busy
call center, when all agents are busy, the DVA
intercepts incoming calls and plays out pre-recorded
voice announcements.
You can also use the Comdial Digital Voice
Announcer (DVA01). Like the DVA16, the DVA01
is also a stand alone voice processing system and you
interface it directly with a station port. The main
difference between the two systems is that the DVA01
is not an integrated device like the DVA16. You
program the DVA01 by using class of service
programming from a station on the digital
communications system.
Another difference is that you can only record four
announcements on the DVA01. Therefore, even when
you are using the maximum of two DVA01s on a
QuickQsystem, the maximum number of
announcements you can record is four.
The Central Call Processor
The Central Call Processor is the brain of theQuickQ.
It is a DOS-based, personal computer system that
controls and monitors call traffic throughout the
QuickQsystem with special-purpose software
programs. Refer to Section 2 for a detailed description
of the Central Call Processor hardware requirements.
The ACD Telephones
QuickQis a fully integrated ACD system for Comdial
digital telephones. For best results, use LCD
speakerphones for the ACD functions and operations.
Their two line display shows the call-processing
information and operator function prompts and their
three interactive buttons allow selections ofQuickQ
options and features.
Optionally,QuickQsupervisors can use the Comdial
Scout wireless telephone to allow them maximum
mobility. A maximum of nine Scout telephones can be
configured for supervisor functions. LCD messages
are abbreviated to fit the smaller 10–character
displays. The function buttons F1 through F4 can be
programmed so that F1 corresponds to theQuickQ
OAI button and F2 through F4 correspond to the
Interactive buttons on the LCD speakerphones when
QuickQis enabled.
The Optional Wallboard
The optional wallboard is an electronic message
display using LEDs. It provides visual call statistics to
agents and supervisors on a real time basis. A
maximum of 16 wallboards can be used in one
QuickQsystem. The color wallboard has two rows of
20 tri-colored LED characters. Available with
QuickQversion 3.1, the mono wallboard has one row
of red LED characters.
IMI66–130, Section One Introducing The QuickQ System
1–4IntroducingTheQuickQSystem SoftwareRevision3.1