Comdial Quick Q Acd Technical Manual
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Programming The QuickQ DID/DNIS Tables Incoming DID/DNIS calls are sent to an unused hunt group according to the Digital Communications System’s DID/DNIS table. Callers hear a ringback tone while their calls are sequenced in the ACD queues. As soon as an agent or DVA port becomes available,QuickQanswers the call. This scheme saves customers money as well as the company when it is using 1-800 lines because the toll charge does not start untilQuickQanswers the call. You can program up to four DID/DNIS translation tables and up to 100 C. O. numbers per table. When a caller calls one of these numbers,QuickQroutes the call to the group and subgroup designated by the translation table. Program these tables as follows. 1.Sign into the technician access level and select the System-Setupoption. Either press and hold the ALTkey while pressing theYkey or highlight the System-Setup. The system-setup options will open. 2.To select theDID/DNIS Table, press the up or down arrow key to highlight theDID/DNIS Table and either press theENTERkey or click on the DID/DNIS Table. The Table menu will open listing the table choices (see Figure 5-9). 3.To select one of the four tables that you wish to program, highlight your choice by pressing the up or down arrow key. When your table is highlighted, either pressENTERorclickonthe highlighted table number. The translation table for your selection appears. 4.To enter a C.O. Number, press and holdALT while pressingAor click onAdd.TheAddDID/DNIS Translationwindow appears over the DID/DNIS Translation Table(see Figure 5-10). 5.Click near the left side of theC.O. Digitbox in the Add DID/DNIS Translationwindow and enter the first C.O. Number. You can enter up to, but not over seven digits. 6.Select the group and subgroup to which you want to route the call when a caller calls in using that C.O. number. Make the group selection by either clicking the arrow in theGroupbox or placing the cursor inside the box and then pressing the ENTERkey. A list of groups (Group 1through Group16) appears. Select the group number by pressing the up or down arrow key to highlight your choice and then pressing theENTERkey. Make the subgroup selection (LnGp_01through LnGp_04) in the same manner only use the Subgroupbox instead of theGroupbox. QQ118 Figure 5-9. Viewing The DID/DNIS Tables Setup Window Setting Up The Personal Computer IMI66–130, Section Five Software Revision 3.1 Setting Up The Personal Computer 5 – 9
7.When you have completed your entries in the three boxes under theAddDID/DNISTranslation window, click onCreat–DID/DNIS Translationor press and holdALTwhile pressingC. 8.TheAddDID/DNISTranslation?window will open. Click onYesor press theENTERkey. If theCreate Line Sub-Group?window then opens, click onYesor press theENTERkey to add your entry to the translation table. Close theAdd DID/DNIS Translationwindow by clicking on the close box. Then, press and hold ALTwhile pressingCor click onClosein the pulldown menu. 9.To edit a line, press the up or down arrow key to highlight the line in the translation table you want to edit, then click on the highlighted line or press theRETURNkey. The EditDID/DNIS Translationwindow opens showing the selected line. After making changes to the line, press and hold ALTwhile pressingUor click onUpdate.The Update DID/DNIS Translation?window openswithYes Nooptions. When you are satisfied with your changes, clickYesor press theENTERkey. 10.To delete a line, press the up or down arrow key to highlight the line you want to delete from the translation table. Then, click on the highlighted line or press theRETURNkey. TheEdit DID/DNIS Translationwindow opens showing the selected line. Press and holdALTwhile pressing Dor click onDelete.TheDelete DID/DNIS Translation?window opens withYes Nooptions. If you are certain you want to delete this line, click onYesor press theRETURNkey. 11.To save your programming to the hard drive, either press and holdALTwhile pressingSor click on Save-To-Disk.TheSave Translation Table? window opens withYes Nooptions. Click onYes or press theENTERkey. To exit DID/DNIS Translation Table programming without saving your changes, click on the close box and then click onClosein the pulldown menu or press and hold ALTwhile pressingC. Night Time Routing Of DID/DNIS Calls DID/DNIS calls will route to a designated extension during night time if an extension is set up in the Digital Communications System’s translation table for night transfer operations. Night routing starts as soonas the system turns into the night mode. In MIS reporting, the DID/DNIS calls will be treated thesameasQuickQexternal transfer calls. QQ119 Figure 5-10. Viewing The DID/DNIS Translation Table IMI66–130, Section Five Setting Up The Personal Computer 5 – 10 Setting Up The Personal Computer Software Revision 3.1
Programming TheQuickQ Voice Ports The following steps allow you to program the voice port information thatQuickQrequires to control the voice ports. 1.After you have opened the technician access level, select thesystem-setupoption. Press and hold the ALT key and press theYkey or highlightsystem set-upand press theENTERkey. The system-setupoptions will open. 2.To select thevoice port configurationoption, press the up or down arrow key to highlightvoice port config.,thenpresstheENTERkey. Thevoice port configuration window will open (see Figure 5-11). 3.Press theTABkey to highlight the box forvoice port 01under thestationcolumn. Enter the intercom number for the first voice port and press theENTERkey. The highlight will now be under thetypecolumn. 4.To change between thenot used,DVA01, and DVA16option, press the up or down arrow key. Press theTAB,key to select the option required. Alternately, press theENTERkey and thenot used, DVA01,andDVA16options will appear.Use the up and down arrow keys to highlight the selection required and press theENTERkey. Press theTABkey to select the option required. Only one type of DVA unit can be selected at a time. NOTE: “Not used” disables the voice port. 5.Use theTABkey to advance to the next voice port to be set up. Repeat steps 3 and 4 as required. 6.After you have set up all the voice ports used in QuickQ, save the programming. Press theALT key and theSkey to save programming to the hard drive. Thesave voice port configuration?window will open with aYes Nooption. 7.Press theTABkeytoselecttheyesoption or press the left arrow key to highlightyesand press the ENTERkey. QQ58 Figure 5-11. Viewing The Voice Port Configuration Window Setting Up The Personal Computer IMI66–130, Section Five Software Revision 3.1 Setting Up The Personal Computer 5 – 11
Setting Up The DVA01 Use the following guidelines when setting up the DVA01. 1.Use dedicated DVA01 units forQuickQmessages. 2.Refer to the DVA01 operating instructions in your DXP, DXP Plus, and FX Series Digital Communications Systems LCD Speakerphone Reference Manual(GCA70-250 for Impact telephones and GCA70-226 for DigiTech telephones). 3.If you are using other DVA01 units for purposes other thanQuickQ(DISA calls, for example), unplug those units while recordingQuickQ messages. 4.If you have two dedicated DVA01 units for QuickQ, record two copies of your messages at the same time. Note that you cannot have more than two DVA01 units installed forQuickQ. 5.Verify programming results when you are finished recording by checking the voice allocation (by DVA) in the DXP programming printout. 6.Make sure that a DVA16 is not installed. The QuickQ system cannot use both DVA types at the same time. DVA01 Limitations When using the DVA01 withQuickQ, the following limitations apply. 1.QuickQcannot support more than two DVA01 units. 2.You can record only four messages and they must be assigned to message numbers 44 through 47. These message numbers are reserved forQuickQ. 3.QuickQcannot support both DVA16 and DVA01 at the same time. 4.You must control all DVA01 functions, like recording or deleting messages, from the DXP attendant’s station (station 10). 5.You can record messages on the DVA01 while QuickQis active; however, if you are recording at the same time the system is receiving a call, the caller may not hear any recorded message. 6.The installer must know where theQuickQ messages reside and program the appropriate extension numbers using the voice port programming screen. 7.Neither theQuickQtechnician nor the supervisor can record or play DVA01 messages. 8.QuickQcannot display message limits for the DVA01. 9.The DVA status, displayed in the CLOCK window, always showsDVA01when the system is using the DVA01. 10.The announcement (message) backup feature is disabled. IMI66–130, Section Five Setting Up The Personal Computer 5 – 12 Setting Up The Personal Computer Software Revision 3.1
Programming TheQuickQPrinter Information Use the following steps to program the information required byQuickQto allow it to print to the data printer. 1.After you have opened the technician access level, select thesystem-setupoption. Hold down the ALT key and press theYkey or highlight the system set-up and press theENTERkey. The system-setupoptions will open. 2.To select theprinter setupoption, press the up or down arrow key to highlight theprinter setup option and press theENTERkey. Theprinter setupwindow will open with the highlight under theprinter typeselections. See Figure 5-12 for details. 3.To select theprinter type,presstheupordown arrow keys to highlight required printer and press theTABkey to select it. The highlight will move to theprinter portselections.To ensure reliable printout results, only use those data printers that the menu lists. Data printers other than the ones listed on the menu may not interface properly with theQuickQsoftware. 4.To select theprinter port,presstheupordown arrow keys to highlight the required port and press theTABkey to select it. The highlight will move back to theprinter typeselections. 5.To save the printer parameters, press and hold the ALTkey and press theSkey. Thesave printer configuration?window will open with aYes No option. 6.To select theYesoption, either press theTABkey or press the left arrow key to highlightYesand press theENTERkey. QQ59 Figure 5-12. Viewing The Printer Setup Window. Setting Up The Personal Computer IMI66–130, Section Five Software Revision 3.1 Setting Up The Personal Computer 5 – 13
Programming The External Overflow Extensions You can select up to four DXP personal or group intercom numbers to accept redirected unanswered calls. These numbers must be intercom numbers that are not part of theQuickQACD group assignments. These overflow extensions accept overflow calls from all 16 ACD groups. External overflow is associated with the inter group overflow feature discussed in GCA70-336,System Manager’s Guide. That feature causes a call to overflow within a group a maximum of four times. The fourth overflow is to the extension numbers that you set with this external overflow feature. With that, further call processing occurs outside theQuickQenvironment. 1.After you have opened thetechnician accesslevel, use the arrow keys to highlight the integration-setupoption, and press theENTER key to select the feature. 2.The display highlights theexternal overflow selection. Press theENTERkey to select the feature. 3.To assign theoverflow extensions, press theTABkey to select the desired overflow extension, and type the intercom number. Repeat this procedure until you have entered all desired overflow extensions. 4.To save the overflow extension parameters, press and hold theALTkey and press theSkey. The save overflow extension?window will open with theYes Nooption. QQ60 Figure 5-13. Viewing The Overflow Extension Setup Window IMI66–130, Section Five Setting Up The Personal Computer 5 – 14 Setting Up The Personal Computer Software Revision 3.1
Upgrading The System You can upgrade the system’s “B” and “C” packages by typing in a specific password inQuickQ. You can then increase the number of agents by 24 in increments of 12 agents. In this manner, you can grow the “B” package to a maximum capacity of 72 agents and the “C” package to a maximum size of 96 agents. Using theQuickQ system upgradewindow shown in Figure 5-14, you enter a password to change the agent size, and disable or enable the optional wallboards when they are used. NOTE:DVA announcement capacity and group capacity is fixed. Growth of agents is all that the growth allows. 1.After you have opened thetechnician accesslevel, use the arrow keys to highlight theUpgrade option, and press theENTERkey to select the feature. 2.The display highlights theUpgradeselection. Press theENTERkey to select the feature. 3.Copy down the unique ID in your system and contact COMDIAL for the password to change the agent size and/or wallboard options. 4.Enter your Password and press theENTERkey. NOTE:The upgrade window displays the current agent size and wallboard option. CAUTION Do not enter an invalid password. This may disable your capability to upgrade your overall system. QQ62 1234567890 Figure 5-14. Viewing The System Upgrade Window Setting Up The Personal Computer IMI66–130, Section Five Software Revision 3.1 Setting Up The Personal Computer 5 – 15
Detailing The QuickQ Batch Files This section details several batch files that are crucial toQuickQoperation. The contents of theCONFIG.SYSfile are shown in the following list. FILES=40 BUFFERS=40,0 BREAK=ON STACKS=0,0 The contents of theAUTOEXEC.BATfilewith REACHOUTsoftware are shown in the following list. @echo off prompt $p$g PATH C: \DOS;C:\;C:\quickq; c: \mouse\mouse set rchpath=C:\REACHOUT\ C:\REACHOUT\ chsr/name=QUICKQ C:\REACHOUT\ chdos C:\REACHOUT\\dosgraph C:\REACHOUT\ chfiled buffer size=8 cd\quickq delay 120 IF ERRORLEVEL 1 GOTO EXIT quickq :EXIT The contents of theAUTOEXEC.BATfilewithout REACHOUTsoftware are shown in the following list. @echo off prompt $p$g PATH C: \DOS;C:\;C:\quickq; c: \mouse\mouse cd\quickq delay 120 IF ERRORLEVEL 1 GOTO EXIT quickq :EXIT IMI66–130, Section Five Setting Up The Personal Computer 5 – 16 Setting Up The Personal Computer Software Revision 3.1
The contents of theQuickQ.BATfile are shown in the following list. ECHO OFF REM QuickQ program :begin acd /c2 /q3 /e3 /b19200(See detailed descriptions of these switches below.) if errorlevel 3 goto report if errorlevel 2 goto data if errorlevel 1 goto exit scandisk c: /autofix /nosummary datechk if errorlevel 1 goto month1 goto month0 :month1 defrag c: /f :month0 booting goto begin :report echo Execute report backup/cleanup utility qqback goto begin :data echo Restoring data files. copy a:*.dat if exist *.bak del *.bak goto begin :exit scandisk c: /autofix /nosummary The descriptions of the software switches you can set in line four of the QuickQ.BAT file are as follows: SwitchesDescription /b19200 Selects 19200 baud rate (DXPPlusonly). When switch is not used, the default baud rate is 9600. /c2 Activates COM port 2 on the personal computer . (QuickQuses COM port 2.) /d2 Turns the debug routine on. Data is buffered and then written to the disk. (Use this switch only when recommended by Comdial’s Technical Services.) /e? Changes the queue escape digit (? = 1 through 9). /q3 Selects software revision 3.1 (/q2 selects software revision 2.2) /v Causes night ringing into QuickQ to be ignored (whenQuickQis in night mode). /r Ringback tone is generated when a call is transferred toQuickQby an external device. /a[xxx] Delay for abandon call timer. [xxx] is number in seconds. /h[xxx] Number of idle hours before automatic shutdown for system cleanup. Setting Up The Personal Computer IMI66–130, Section Five Software Revision 3.1 Setting Up The Personal Computer 5 – 17