Comdial Quick Q Acd Technical Manual

							Figure 1-1. Overviewing The QuickQ System
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Introducing The QuickQ System IMI66–130, Section One
Software Revision 3.1 Introducing The QuickQ System 1 – 5 
						

							QuickQ 3.1.0 Enhancements
The version ofQuickQcovered in this manual uses
software release 3.1. Several improvements over
version 3.0 that were incorporated in this software are
outlined below.
Wallboards Expanded And Improved
The mono-color wallboard is now available to work
withQuickQversion 3.1.
The queue time readout is improved to display in
minutes and seconds instead of only seconds. Due to
space limitations, the queue time parameter is nowT
instead ofQT.(example:T03:03 versus QT_183 to
show that a call has been in the queue for 3 minutes
and 3 seconds). This change applies to both wallboard
types—color and mono.
Parameters that have reached an alarm status
(exceeded a preset threshold) now display in red on
the color wallboard, but they no longer flash as they
did inQuickQversion 3.0. Because only one color
(red) is available on the mono wallboard, no color
change is possible so parameters showing an alarm
condition will flash on these wallboards.
Callers Can Escape When Waiting
In A Queue
Now when callers are placed in a queue to wait for the
first available agent, they can be instructed to enter a
number if they want to escape the queue and go to one
of the four overflow extensions designated inQuickQ.
The number that the caller is instructed to use is
selected by the program manager or technician.(Example:The caller might hear the following
message when calling—“please stay on the line for
the first available agent, or press 1 to talk to an
attendant.”) Callers will only be allowed to escape
the queue during the playing of the second, night, and
special message. In other words, no caller escape
from the queue is allowed during the playing of the
first message.
Additional DTMF receiver may be required to insure
that the escape feature will work properly. Callers
complaining that they remained in a queue after
pressing the escape digit would suggest that additional
DTMF tone detection is needed.
Programming QuickQ Without
A Protection Key
You can now programQuickQwithout a protection
key by entering/Q3on the command line. This will
allowQuickQversion 3 software to operate for
approximately one hour without a software key
installed.
Programming QuickQ From Another PC
Through Networking
AnyuseronanetworkconnectedtoaQuickQ
computer can now doQuickQprogramming and run
reports from his or her personal computer. All that is
required is a Comdial networking card andReachout
Ò
Communicationssoftware installed in the user’s
personal computer.
Only one user can communicate withQuickQat a time.
ReachoutÒis a registered trademark of Stac, Inc., San Diego, CA
IMI66–130, Section One Introducing The QuickQ System
1–6IntroducingTheQuickQSystem SoftwareRevision3.1 
						

							Converting Version 2 To Version 3
Database And Historical Data
You can now convert any database and historical
reports that were created usingQuickQversion 2.0
software to revision 3.1 software by running aQuickQ
conversion utility program. See Appendix 3 in this
manual for additional details.
Direct DID/DNIS Processing By QuickQ
In previous versions ofQuickQ, DID/DNIS calls are
answered by the Digital Communications System
(DCS) before being transferred to theQuickQACD.
This causes extra expense for long distance callers or
when the customer is using 1-800 lines. Their long
distance charges start even beforeQuickQanswers the
call.
In version 3.1 ofQuickQ, calls are sent to an unused
station hunt group according to the DCS’s DID/DNIS
table. Callers will hear a ringback tone from the
central office (toll charge is not yet begun). At this
time, calls are being sequenced in the ACD queues.
The ACD will pickup the call whenever an agent or a
DVA port becomes available.
The DID/DNIS programming is done by the
technician. A new parameter, DID/DNIS Table is
added to the Technician Window. This parameter
appears in the pull down menu under System Set-up.Select this new parameter, DID/DNIS Table, and
another pull down menu appears showing Table 1
through Table 4. Selecting one of these tables
displays an individual DID/DNIS Translation Table.
Each table allows you to enter 100 sets of CO digits
and each set of CO digits contains a minimum of 0
and a maximum of 7 characters. When adding a new
set of CO digits or when editing existing CO digits,
the Group and Sub-group column will each present a
pull down menu displaying Groups 1-16 and Groups
1-4 respectively.
On each table, you can map each set of CO digits to a
group and sub-group. As a result, callers dialing these
CO digits will route to the designated group and
sub-group byQuickQ.
DID/DNIS calls will route to a designated extension
during night time if an extension is setup in the DCS’s
DID/DNIS Translation Table for night transfer
operations, Night routing will start as soon as the
DCS turns into night mode.
In MIS reporting, DID/DNIS calls will be treated the
same asQuickQExternal Transfer calls.
The Digital Communications System must be using
common code software, Revision 10A or higher for
this feature to work.
Introducing The QuickQ System IMI66–130, Section One
Software Revision 3.1 Introducing The QuickQ System 1 – 7 
						

							QuickQ 3.0.0 Enhancements
Several improvements over earlier versions were
incorporated in this software that are outlined below.
Selecting Reports To Be Printed
Automatically
This version ofQuickQ, allows you to program the
system so that certain reports, that you select, will
automatically print at the times you specify. These
reports can be real time or historical. For example,
you may want a traffic analysis report to print just
before a shift change. As an example, you could
programQuickQto print this report at 15:45 every
weekday, or any other time you would like.
Scheduling The Night Mode Operations
With this version ofQuickQ, it is now possible for
each group to choose different night modes of
operation for different nights of the week instead of
having just one night mode for every night.
Transferring External Calls To A
Subgroup—Group-To-Group Transfer
Earlier versions ofQuickQwould not allow the
transfer of an external call from one subgroup to
another. With this version, you can now transfer these
calls to a similar subgroup residing in the target group.
(Subgroup use defined by line programming.)
Calls In QueueButton Available
You can program a spare D.S.S. Button (Calls In
Queue) on your LCD phone to provide the number of
calls waiting in the queue. When the agent presses
this button, the number of calls waiting in the agent’s
group is displayed for three seconds on the top line of
the phone’s LCD. After three seconds, the display
returns to its previous state. This feature is not
available on the Scout phone.
Group Supervisor’s Real Time Screen
Enhanced
The group supervisor’s screen is now enhanced to
provide more information. With this version of
QuickQ, this screen shows incoming, outgoing, and
busy times for each agent.
Call Routing And Reporting Functions
Available From Calling Line I.D.
This version ofQuickQcan take advantage of calling
line identification codes. The system can route
incoming calls from preferred customers to certain
agents for special handling. Additionally, by using the
calling line I.D. features, the system will generate a
preferred customer call report and/or an abandoned
call report on the preferred customer.
Exporting Reports In ASCII Format
The system provides an option that will allow you to
export reports in ASCII format. This is a common
format used by many computer applications. By
selecting the ASCII format, you can export your
system statistical and performance data directly into
many popular spread sheet programs. Once the data is
entered into one of these programs, you can then
customize your reports any way you choose.
Setting The All Agent Busy Alarm
An option is available on this version ofQuickQto
allow a group supervisor to set theall agent busy
alarm.
Forcing Account Code Entry
The group supervisor can optionally select a feature
that will force agents to enter an account code at the
completion of every call. While the time to do this is
collected as wrap-up time, the agent cannot enter the
wrap-up state until he or she enters an account code
when this feature is set.
IMI66–130, Section One Introducing The QuickQ System
1–8IntroducingTheQuickQSystem SoftwareRevision3.1 
						

							Using The Scout Cordless Phone
This version ofQuickQallows the use of up to nine
Scout cordless phones by group supervisors or agents.
This limitation of nine is based on simulatneous
conversations and not equipment configuration. By
using cordless phones, call center personnel have a lot
more freedom to move about in their areas. The Scout
phones should be programmed by the installer so that
the F1 button can be used to access theQuickQsystem
while buttons F2, F3, and F4 correspond to the three
interactive buttons on the proprietary 12-button and
24-button phones. See the Chapter 4 for button
mapping details.
Wallboards Are Optionally Available
Wallboards, now available as aQuickQoption, use
LEDs for displayingQuickQmessages.
There are two different wallboard models—mono*
and color. The mono wallboard has one message field
consisting of 20 characters and uses red LEDs. The
color wallboard contains two message fields of 20
characters each and uses tri-colored (red, green, and
yellow) LEDs.
Up to 16 wallboards can be networked together in any
combination of mono and color types, and they can all
display a different message or the same message.
The wallboards can display static messages created by
the group supervisor; for example, HAVE A GOOD
DAY!; or, they can display system status messages on
a real time basis; for example, INCOMING CALLS
RECEIVED THIS HOUR IS nn. In the last example,
nn represents a parameter that is updated
automatically by the system. The group supervisor
can set threshold points that will trigger alarms when
parameters reach or exceed the preset thresholds.
Up to 32 messages can be stored in a message library.
Each message can have a message length of 70
characters. When messages contain more than 20
characters, they will scroll on the wallboard.
Summary messages display each pair of four pairs of
parameters for six seconds, and the word SUMMARY
will appear centered on the top line of the color
wallboard in green letters. On the mono wallboard,
summary will appear as SUM followed by a pair of
parameters—all in red letters.Messages are initiated in any one of three ways:
manually from the processor’s keyboard, by preset
time, or on an event basis such as when a preset
threshold is reached.
The wallboards interface with a RS-485 serial data
network. The RS-232 serial data output from the
QuickQprocessor is translated by a converter box to
RS-485. Wireless transmitters and receivers are also
available as an option.
Expanding The System
ThisQuickQversion is initially available in three
different packages (A, B, and C) that differ by their
amount of agent capacity. Two of these packages (B
and C) can be expanded in increments of 12 agents up
to a total of 24 additional agents. The method used for
expanding the system is by the technician entering a
unique and volatile password in the technician’s
upgradescreen. The password is provided verbally by
Comdial upon proof of payment for the desired
upgrade.
Calls Returned From An Overflow
Extension
Calls that the system sends to an overflow extension,
after a specified period of time, now return to their
original queue if they are not answered by the
overflow extension after a system time-out occurs.
Once the overflowed call returns to the queue, the
regular overflow threshold counter starts counting
again and the process is repeated until the call is
answered. Answered overflow calls lose their place in
the queue.
Programming The Abandon Call Timer
Earlier versions ofQuickQcounted any call that lasted
less than nine seconds as an abandoned call. This
version has a feature that allows the technician to
program the abandon call timer for any value from 0
to 99 seconds. This is done by programming an
external switch in the ACD command line in the DOS
batch file.
* Mono wallboard support is available inQuickQversion 3.1
Introducing The QuickQ System IMI66–130, Section One
Software Revision 3.1 Introducing The QuickQ System 1 – 9 
						

							This page remains blank intentionally. 
						

							Section 2
Installing The QuickQ System
This section provides the basic hardware installation requirements for theQuickQsystem.When installing a
Comdial DVA01 in place of aQuickQDVA16, refer to the installation instructions (IMI89-082) packaged with
the equipment.
Reviewing The Installation Check List
Review this list ofQuickQsystem components, suggested additional supplies, and required tools and hardware.
QuickQ Packages
There are threeQuickQpackages available for
upgrading an existing system to a version 3 system:
Product Code Application
ACDXPKA3 12 Agents
ACDXPKB3 48 Agents
ACDXPKC3 72 Agents
There are sixQuickQpackages available for newly
installed Digital Communications Systems . In
addition to the items listed below in theQuickQ
Package Contents, these packages contain the system
software and card:
Product Code Application
ACDXPKA3-swd 12 Agents (DXP)
ACDXPKB3-swd 48 Agents (DXP)
ACDXPKC3-swd 72 Agents (DXP)
ACDXPKA3-swp 12 Agents (DXPPlus)
ACDXPKB3-swp 48 Agents (DXPPlus)
ACDXPKC3-swp 72 Agents (DXPPlus)
Any DXP/DXPPlussystem using software 10A or
later and any FX Series system using software 12A or
later is fully compatible with version 3.1QuickQ
described in this manual.
QuickQ Package Contents
All base lineQuickQpackages contain the following
items:
·Central Call Processor equipped as follows:
—Personal computer with 486 DX2/80 or Pentium
â
processor, MS–DOSâoperating system, and 4
megabytes of RAM,
—VGA color monitor,
—540 or 850–megabyte hard drive and floppy disk
drives with appropriate controller boards,
—bus mouse,
—101-key extended keyboard,
·QuickQsoftware disks,
·QuickQliterature package
—GCA70-278 Agent’s User Guide
—GCA70-302 Supervisor’s User Guide
—GCA70-336 System Manager’s Guide
—IMI66-130 Technical Manual
—GCA40-110 Warranty/Registration Card
Installation Cable Kit Contents
The installation cable kit (product PK030-000)
includes three packaged assemblies. Each package
contains a standard three-pair line cord, and a
six-position modular jack. In addition, one package
contains a 9DBS to modular adapter while another
package contains a 25DBS to modular adapter. See the
table on page 3-1 for complete descriptions of these
packages.
Pentium is a registered trademark of Intel Corporation, and MS–DOS is a
registered trademark of Microsoft Corporation.
Installing The QuickQ System IMI66–130, Section Two
Software Revision 3.1 Installing The QuickQ System 2 – 1 
						

							DVA Package Contents
The DVA package (purchase part number
ACDXP-DVA16) is separately available and includes
theQuickQDigital Voice Announcer (DVA). The
DVA accessory kit (ACDXP-KIT) includes a 66-type
connector block that is factory-connected to a 25-pair
cable, a software disk, and a power cord). The cable is
terminated with a 50-pin D connector that mates with
a connector on the DVA.
Either one or two Comdial DVAs (DVA01) can be
used on theQuickQsystem as an alternative to the
DVA16. These DVA01 units connect directly to
station ports on Digital Communications System.
Voice Card Package Contents
The four-port DVA voice cards (ACDXP-VCC-4) that
you install in the DVA16 are also separately available.
You can install up to four of these cards in a DVA16
unit.
Optional Wallboard Equipment Required
When installing the optional wallboard for electronic
message displays, you must have a RS232 serial port
available on the central call processor (PC). This serial
port is needed for connecting the PC to the RS232 to
RS485 converter box. You can obtain an additional
serial card (product code ACDOPT-COM) for this
purpose and install it in any available card slot in the
PC. Configure the added serial port as COM4 and
IRQ10.
Software Packages
The following software packages are available for
software replacement or upgrade:
ACDXP-SWA3 12–Agent operation
ACDXP-SWB3 48–Agent operation
ACDXP-SWC3 72–Agent operation
Wallboard Operation
ACDXP-WALLSW For optional wallboard
operation.
Sizing Options
ACDXP-SIZE1 First 12-port sizing disk
ACDXP-SIZE2 Second 12-port sizing disk
NOTE: A MAXIMUM OF TWO SIZING OPTIONS CAN
BE INSTALLED IN THE B OR C ACD
PACKAGES. YOU CANNOT EXPAND A
SIZING OPTION PACKAGE.
Online File Maintenance Kit
There is an online file maintenance kit available. It
includes the ACDReachoutsoftware plus a modem.
COMDIAL strongly recommends the use of this
option on all applications. The part number is:
ACDXPRM-PKM2
Additional Materials Required
Youwillneedtosupplythefollowingitems:
25-pair cable and 6-wire cable for house wiring,
66-type station connector block, four or eight foot
section of 3/4-inch thick plywood backboard, four #8
x 3/4-inch wood screws, AC power surge protector
(recommended).
Also, if you are using the wallboard option, you will
need a 25- to 9-pin adapter if you plan to use a 25-pin
connector on the ACD for connection to the RS232 to
RS485 converter box.
Tools And Hardware Required
·Fasteners—wood screws, toggle bolts, or wall
anchors
·Screwdriver—to match fasteners
·Electric drill—if prepared holes are required
·Connecting tool—for fastening wires to a 66-type
connector block
·Crimping tool—for 623-type modular plugs
For Optional Wallboard Mounting—
·Allen Wrench (9/16 in.)
·Pivot brackets (2)
·Hanging brackets (2)
·Star washers (4)
·Screws (1/4–20 x 0.50 in.)(2)
·9–32 x 0.25 in. Allen screws (4)
IMI66–130, Section Two Installing The QuickQ System
2–2InstallingTheQuickQSystem SoftwareRevision3.1 
						

							Mounting Considerations
Attach the DVA16 cabinet vertically to any sturdy,
flat surface or vertically rack-mount if desired.
Vertical mounting promotes proper convection air
flow for cooling purposes.
Because of the current listing requirements of UL
1459, the length of the AC line cord on the equipment
cabinet is a maximum length of five feet; therefore,
the cabinet must be located within four feet of a proper
electrical outlet. The equipment requires a dedicated
115 VAC 15–AMP circuit, with a third-wire ground,
supplied to a standard electrical outlet (NEMA
5-15R).
Be sure that the mounting location is secure, dry,
provides adequate ventilation, and is not exposed to
direct sunlight or a strong magnetic field. Be sure that
the temperature range of the location is within 32-122
degrees F (0-35 degrees C), and the relative humidity
is less than 90 percent non-condensing.If the mounting surface is damp or if it is of a concrete
or masonry material, you must attach a backboard to
the mounting surface to be used for equipment
mounting. Suitable mounting backboards are
available commercially or you can construct one using
3/4-inch plywood cut to size.
When installing an optional wallboard, select a
location where the wallboard will not be in the direct
sunlight and will be clearly visible by the maximum
number of agents for whom the wallboard’s messages
are intended. Make sure the ceiling or wall surface to
which you will be mounting the wallboard is solid
enough to support an object four times the wallboard’s
weight. Locate the wallboard close to a standard 115
VAC wall outlet. Finally, make sure you select an area
for the wallboard that is well ventilated and where the
ambient temperature does not exceed 120°F/49°C.
Do not exceed the maximum RS232 cable distances
specified in the section below.
Mounting The Equipment
Typically, you should mount theQuickQDVA cabinet
near the system installation; however, you can locate
the DVA cabinet at a maximum distance of 1000 feet
from the system if you use #24 twisted-pair wiring.
Because of RS232 wiring considerations, you must
locate the Central Call Processor (personal computer)
within 500 feet of the system and DVA cabinets. If
you exceed this distance, you must install limited
distance modems, available at most electrical supply
houses, at either end of your cable run.
When runningQuickQat 19200 baud, locate the PC
within 50 feet of the system because of RS232
transmission limitations at that baud rate.
Mounting The DVA16 Cabinet
1. Unpack and carefully inspect all equipment for
shipping damage. Notify the shipper immediately
of any damage found. Verify that the packages
contain all parts and accessories needed for proper
installation and operation.
2. If a backboard is required at the mounting location,
attach it securely to provide a stable mounting
surface for the equipment.
3.Hold the DVA cabinet against the mounting
surface, level it, and mark the location of the two
upper mounting holes.
4. Drill holes in the mounting surface of a proper size
to accommodate the hardware being used.
If necessary, prepare these holes with inserts,
anchors or other attachment devices as dictated by
the type of mounting surface.
5. Insert the two top screws into the mounting surface
and tighten them to within approximately 3/16-inch
of the surface.
6. Hang the cabinet on the top screws using the
mounting holes located on the rear of the cabinet.
Note that these holes are elongated with an
enlargement at one end. This feature allows the
cabinet to snap down on the screws to secure the
mounting when the cabinet is hung on them.
7. Install the remaining two mounting screws through
the lower mounting holes in the DVA cabinet and
into the mounting surface.
8. Tighten all four screws into place.
9. Mount theQuickQ-supplied and wired 66-type
connector block near the DVA cabinet (typically
within 5 feet or less).
Installing The QuickQ System IMI66–130, Section Two
Software Revision 3.1 Installing The QuickQ System 2 – 3 
						

							Mounting The Optional Wallboards
The installation procedure stated here is intended as a
guide to supplement the installation instructions
included with the wallboards.
1.Unpack and carefully inspect all equipment for
shipping damage. Notify the shipper immediately
of any damage you find. Verify that the packages
contain all parts and accessories needed for proper
installation and operation.
2.After deciding on the location for the wallboard,
you will have to decide on whether to use a
wall-mount, ceiling mounting, or ceiling
suspension.
3.When suspending the wallboard from the ceiling,
you will need to supply the mounting hardware.
When selecting this hardware (swivel hooks, wall
anchors, S hooks, chains), make sure it is adequate
to support an object weighing at least four times the
weight of the wallboard.
4.To mount the wallboard directly to a wall or
ceiling, mark the locations for the fasteners and
attach the large ends of the two supplied pivot
brackets using suitable fasteners (no. 8 or no. 10
screws for solid wood surfaces or wall anchors for
drywall).
CAUTION
Do not plug the wallboard into the wall
outlet until it is completely mounted.
5.
For wall mounting, when you have the two pivot
brackets securely attached to the wall, position thetwo hanging brackets by loosening the two # 8
Allen screws in each bracket and sliding the
brackets in the channel on the rear of the case.
When you properly position the hanging brackets,
tighten them in place by tightening the # 8 Allen
screws.
For ceiling mounting, use the same procedure only
you must first remove the two end caps from the
wallboard by removing two screws from each end
cap. Take care not to touch any of the exposed
electronics while the end caps are removed. With
the end caps removed, you can then slide out the
hanging brackets from the rear channel and insert
them into the top channel. Replace the end caps.
The hanging brackets will now slide back and forth
in the top channel of the case. When you have them
correctly positioned, tighten the two # 8 Allen
screws in each bracket.
6.Align the hanging brackets on the wallboard with
the pivot brackets attached to the wall (or ceiling)
and attach the hanging brackets to the attached
pivot brackets with two 1/4-20-inch screws (one in
each end) and two star washers on each end—one
star washer on either side of the pivot bracket.
7.When using a suspended ceiling mount, do not use
the pivot brackets. Instead, securely attach two
appropriate fasteners such as swivel hooks to the
ceiling in the proper location to match the hanging
brackets on top of the wallboard. Attach the
wallboard to the ceiling fasteners with two sturdy
chains and S hooks.
IMI66–130, Section Two Installing The QuickQ System
2–4InstallingTheQuickQSystem SoftwareRevision3.1