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 digitally on the DVA
motherboard in the Random Access Memory (RAM).
The program that controls the DVA resides in the
program chips on the motherboard.
IDE Controller
The IDE Controller Card is plugged into the DVA
motherboard. This card provides the interface
between the DVA motherboard and the computer’sRS-232 serial communication link and also provides
the controller for the Floppy Back-up.
Floppy Back Up
Thefloppybackupisusedtostorethedigital
announcements on a 3 1/2 1.44 Megabyte (MB)
floppy disk in the case of a power failure to the DVA.
The DVA automatically restores messages from the
floppy disk upon power-up.
Power Supply
The power supply converts AC line voltage to DC. It
provides the proper voltage to the DVA motherboard
and floppy back up.
Voice Channel Cards
IDE Controller
RAMProgram Chips
Voice Channel ConnectorsVoice Channel Ribbon Cables
I/O Board
Power SupplyFloppy Back-up
DVA 25 Pair
Connector
Motherboard
Power Switch
I/O Channel
Connectors
I/O Channel
Connectors
QDVA_.CDR
Figure 6-1. Reviewing The QuickQ Digital Voice Announcer
Reviewing The QuickQ Components IMI66–130, Section 6
Software Revision 3.1 Reviewing The QuickQ DVA 6 – 1 
						

							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 voice channels to station ports from
the same DXP station board, and you must connect
them in sequence. This means that you can not skip a
channel. If you need to add or replace a voice channelcard, you must turn the power off while you make the
installation.
By changing the card select jumper J2 and J3 (Figure
6-3), you can select the different voice channels (see
Table 6-1 for details).
Example: If you set the jumpers for CARD 0, the first
of four voice channels becomes Voice Channel 1.
This corresponds to voice channel 1 on the I/O Board.
If you set the jumpers for CARD 2, the first of four
voice channels becomes Voice Channel 9 on the I/O
Board.
Card Card Select
JumperVoice
Channel
J2 J3
0001
002
003
004
1015
016
017
018
2109
1010
1011
1012
31113
1114
1115
1116
Table 6-1. Selecting The Voice Channel
IMI66–130, Section 6 Reviewing The QuickQ Components
6–2ReviewingTheQuickQDVA SoftwareRevision3.1 
						

							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. All components acquired. OAI
Codemust appear to indicate thatQuickQis enabled.
From any DXP telephone, press the ACD key (the
programmed OAI button arranged for this purpose)
then dialSS832 (SSTEC). This action enables the
technician’s program.
The telephone will show the following displays:
Test
Voice Logout
Logout = leave ACD program
Voice = test voice channel
Voice Port:
Quit
Voice Port = voice port channel to be tested
Quit = stop the test
Message 1
REC PLAY Quit
REC = record test message 1 (listen for tone
that indicates start of recording).
Quit = stop the test
Recording
STOP
STOP = stop recording (listen for tone that
indicates stop recording.)You can play a recorded message to verify that a voice
card is functioning properly.
Message 1
REC PLAY Quit
PLAY = play message 1
Playing
STOP
Record and play back a message at each voice channel
of every voice channel card.
Examining Typical Problems
Problem 1: When selecting VOICE to test voice port
a message, you see the following display:
Voice Port N/A
Voice Logout
This message appears either if a voice port card is not
initialized properly or if the voice port selected does
not exist. Check theQuickQprogram (message
channel under system programming) to see if the voice
port is active.
Problem 2:When selecting VOICE to test voice port
a message, you see the following display:
PC link N/A
Logout
This message appears when the RS-232 serial
communication link is lost. Check the DVA to see if
it is powered on and check all connections between
the PC and the DVA.
NOTE:The message recording and playback test
verifies all components of the announcement
channel. If the voice port passes these tests, no
other voice port tests are required.
IMI66-130, Section 7 Testing And Troubleshooting
Software Revision 3.1 Testing And Troubleshooting 7 – 1 
						

							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 between 100 and 999.
Press theENTERkey to close the error message
window. Use the backspace key to delete previously
entered ID# digits, re-type the ID#, and press the
ENTERkey.
Problem 2:After you have entered the proper ID#
and password, the system access window will not
open.Solution:You may have entered an extra digit into the
ID# or password. Press theESCkeytoclosetheSign
Inwindow and clear the ID# and password. Re-open
theSign Inwindow, re-enter the ID#, and press the
ENTERkey. Then re-type the password and press the
ENTERkey.
Problem 3:After approximately one hour of
programming without a software key installed, the
ACD computer exits theQuickQprogram and returns
to the Windows screen.
Solution:Install theQuickQProtecKey in the parallel
port on the rear of the ACD computer.
During QuickQ Operation
WhenQuickQis in operation, you have
troubleshooting utilities located at theTechnician
Accesslevel. There are four utilities located under the
diagnosticsselection. They are theenable QuickQ
status,theagent status,theline status, and thevoice
port status.
Testing And Troubleshooting IMI66-130, Section 7
7–2TestingAndTroubleshooting Software Revision 3.1 
						

							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 3.1 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 3.1 
						

							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 3.1 Testing And Troubleshooting 7 – 5 
						

							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 extension is one of the
overflow extensions that is selected by the system
manager through the Group Setup Window.Programming The Escape Digit
The default escape digit is number one. You can
change this to any number (1–9) by setting a DOS
switch outside ofQuickQ. Enter/E?(?=newescape
digit).
Troubleshooting The Queue Escape Feature
Problem:Callers complain that they cannot escape
the queue when pressing the escape digit. Also, a
number of unsuccessful attempts to escape the queue
during the messages is reported in the appropriate
reports to the system manager.
Solution:Add more DTMF tone detection devices to
the Digital Communications System.
Testing And Troubleshooting IMI66-130, Section 7
7–6TestingAndTroubleshooting Software Revision 3.1