Comdial Quick Q Acd Technical Manual
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Section 8 Installing The New Voice Channel Cards This section describes how to install additional Voice Channel Cards. Insert the new voice channel card into a slot on the DVA motherboard (Figure 6-1). Connect the voice channel card to the I/O Board with a ribbon cable (Figure 4-1), and secure it to the DVA chassis with two #6-32 1/4-inch machine screws. NOTE:Wear a ground strap when working inside the DVA chassis to avoid damaging the DVA circuit boards with a static electricity discharge. 1. Remove the three screws that secure the front cover of DVA chassis, and lift the front cover up slightly. 2. Locate the next open slot in the DVA motherboard to insert the voice channel card. 3. Set the jumpers J2 and J3 to the next voice channel card. Refer to Table 6-1 for jumper settings. 4. Switch the power OFF on the DVA. NOTE:Be sure to back up all of the pre-recorded announcements to the floppy disk before powering off the DVA. 5. Insert the voice channel card into the open slot in the DVA motherboard. Push the voice channel card straight down until it is snugly in place and the metal bracket is flush with the securing bracket.6. Use the two #6-32 1/4-inch machine screws to secure the voice channel card to the DVA chassis. 7. Connect the ribbon cable to the voice channel connector (Figure 6-2). The red stripe on the ribbon cable indicates Pin 1 on the ribbon connector. The voice channel connector on the voice channel card has pin 1 labeled. NOTE:The red stripe on the voice channel ribbon cable must face toward the outside of the DVA chassis. 8. Connect the other end of the ribbon cable to the voice channel connector on the I/O board (Figure 6-3). The voice channel connectors on the I/O board are labeled 1 through 4, to correspond to the four possible voice channel cards. Select the proper connector for the voice channel card being added. The voice channel connector on the I/O board has Pin 1 labeled. NOTE:The red stripe on the voice channel ribbon cable must be facing out of the DVA chassis. 9. Switch the power ON on the DVA. 10. Test the voice channel card. Refer to the Section 7 paragraph titled,Testing voice channel card. 11. Close cover. Installing The New Cards IMI66–130, Section 8 Software Revision 3.1 Installing The New Cards 8–1
Appendix 1 UsingQuickQWithAMouse A mouse is a device that allows you to move a cursor on the screen to specific points for data entry, and other menu selections (Figure A1-1). An arrow image, called the mouse pointer, moves on the screen when you move the mouse. Practice moving the pointer. Stay away from the menu bar at the top of the screen. (If you accidentally make a menu appear, you can make it disappear by moving the pointer out of the menu and pressing and releasing the left mouse button.) Occasionally the pointer might seem to disappear. Usually it is just off the screen. To make the pointer reappear, move the mouse in a circle a few times. To move the mouse without moving the pointer, lift up the mouse. The pointer doesn’t move while the mouse is in the air. Most of the time, you use one of the following two mouse button techniques: ·clicking, ·dragging. Clicking (Selecting an item):To click, press the left button and immediately release it. By clicking, you can select an item, such as a menu or an icon. Note that the top left corner of the screen has a sign-in label. Use it to perform the following exercise. Place the pointer at the sign-in title and click the mouse button.QuickQopens a window . Dragging (Moving a window):Dragging consists of three steps: 1. pressing and holding the left mouse button, 2. moving the mouse, 3. releasing the mouse button. Dragging allows you to move the position of a window on the screen. You can position different windows on the screen to give yourself a better view of system set-up parameters (for example, the announcement window and the line group window). Having both windows appear at the same time, you can identify the announcement messages assignment that is relative to the line groups. To move the sign in window, place the pointer on the title bar (system access), and drag. As you drag, an outline of the window moves with the pointer’s. Practice moving thesigninwindowonthescreen. Figure A1-1. Using The Mouse Using QuickQ With A Mouse IMI66–130, Appendix 1 Software Revision 3.1A1–1
Window Graphic in QuickQ If you are familiar with a window environment, you can skip this discussion. QuickQis easy to use. Most of what you see and do in the ACD console happens in a window. A window is a screen area that theQuickQsystem uses to exchange information with you. There are many windows. For example, you enter your password through a window, QuickQdisplays the Line-group data through a window, and so forth. You can move, resize, zoom, overlap, close and open one or more windows in one screen. While you can have any number of windows opened, only one window can be active at any time. The active window is the one that you are currently working in. Any command that you choose or text you type generally applies only to the active window. The active window always has a close box, and may have a zoom box, scroll bars, and a resize corner. (Figure A1-2 shows a typical window). If your windows are overlapping, the active window is always the one on top of all the others (the foremost one). As stated above, allQuickQwindows have the following features in common: ·a title bar, ·a close box. The Title Bar: The topmost horizontal bar of a window contains the name of the window. You can drag the title bar to move the window around.The Close Box:This is the box in the upper left corner. You click your computer’s mouse on this box to quickly close the window. The Zoom Box:This box may appear in the upper right corner. If the icon in that corner is an up arrow, you can click on the arrow to enlarge the window. If the icon is a doubleheaded arrow , you can click on this to return the window to its previous size. Some of the more complex windows have the following additional features: ·scroll bars, ·resize edges. Scroll Bar: The scroll bar, if available, appears in the right side of the window. You use your mouse with this bar to scroll the contents of the window. Click on the arrow at either end to scroll one line at a time. (Keep the mouse button pressed to scroll continuously.) You can drag the the scroll box at any spot on its bar to move it to a more convient position. Resize Edges:The four extreme edges of a window are the resize edges. You can drag any edge to make the window larger or smaller. Help Box:A help window, if available, will give you further instructions specific to the active window. Press F1 to open the help window. Figure A1-2. Viewing A Typical QuickQ Window QQ61 IMI66–130, Appendix 1 Using QuickQ With A Mouse A1–2Software Revision 3.1
Appendix 2 Reviewing The Programming Road Map Start-up, Technician’s, And System Manager’s Screens SEE NEXT PAGE FOR GROUP SUPERVISOR’S SCREENS Start-up Screens Sign-In ID # XXX Password XXX Technician’s Screens System Setup QuickQ Master Setup Master Extension Master 2 Extension QuickQ OAI Key Code QuickQ Line Setup Name Group Subgroup Line No. DID/DNIS Table Table 1 Table 2 Table 3 Table 4 Voice Port Config. Voice Port No. Station Type Printer Setup Printer Type Other Epson LQ HP Laser HP DJ 500 HP DJ 550C Printer Port LPT 1 Integration Setup External Overflow Overflow Extension Setup 1st Overflow Extension _ _ _ _ 2ndOverflowExtension____ 3rd Overflow Extension _ _ _ _ 4th Overflow Extension _ _ _ _ Password Technician Password Old Password XXX New Password XXX Diagnostic QuickQ Status Agent Status Scan Line Status Scan Voice Port Status Scan Upgrade ID # XXX Password XXX Agent Size Wallboard System Manager’s Screens System Setup Company Name ID Password Group Name XXXXXXXX Supervisor Name XXXXXXXX ID # XXX Password XXX Time/Date Date dd-mm-yyyy Time HH:MM Intergroup Overflow Group 01-16 Level 01 Level 02 Level 03 Level 04 Announcement Message Message 1-16 Description Current Time MM:SS Limit Time MM:SS Account Code Starting Number Range X Account Code XXX Description Stat Bin Answer Bin Time Bin 1 MM:SS Time Bin 2 MM:SS Time Bin 3 MM:SS Time Bin 4 MM:SS Time Bin 5 MM:SS Time Bin 6 MM:SS Abandon Bin Time Bin 1 MM:SS Time Bin 2 MM:SS Time Bin 3 MM:SS Time Bin 4 MM:SS Time Bin 5 MM:SS Time Bin 6 MM:SS Wallboard Setup Wallboard 01-16 Group 01-16 Type Mono/Color Title Yes No Title Display Summary Yes No Buzzer Yes No Parameter Wallboard 01-16 Group 01-16 Type Mono/Color P1-P6 Group Programming Group 01-16 (Link to Group Supervisor Screens) System Backup Announcement Backup Backup Restore Configuration Backup Backup Restore Stats Backup Cancel Backup System Manager’s Screens. . . . (continued) Management Info Real Time System Agent Status System Line Status Historical Reports Daily (see box) Report type Weekly (see box) Report format Monthly (see box) Note Current Reports Print Hourly Copy Report Type Delete (see note) Export Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Daily Report Type (see note) Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Report Schedule Daily Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Print Time HH:MM Weekly/Monthly Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Weekly Report Print Disable Day of Week Monthly Report Print Disable Enable Wallboard Message Add Send Wallboard Schedule Wallboard Alarm Configuration Group System Technician Group 01-16 Print Note:Report Types are— Answer Bins Abandon Bins Incoming Call Total Time Average Time System Capacity Account Code Traffic Analysis (not in current hourly report) IMI66-130 Programming Road Map Software Revision 3.1 A2–1
Reviewing The Programming Road Map (continued) Group Supervisor’s Screens Access Group Supervisor’s Screens as follows: 1. SelectMANAGERfrom the Sign-in Screen. 2. SelectGroup Programmingfrom the Manager Screeen. 3. Select a Group (01-16) from the Group Programming Screen. 4. AnswerYesto the question, Sign Through? Group Setup Parameter Setup Overflow Threshold MM:SS Redirect Threshold MM:SS Alarm Threshold MM:SS Alarm Threshold Calls in Queue Priority Override MM:SS Call Screening Yes No Automatic Force Call Yes No Manual Answer Yes No Force Account Code Yes No All Agents Busy Alarm Yes No Calling Line ID Yes No Allow Suspension of Agent Set Yes No Queue Escape Extension None XXXX Queue Escape Digit X Day to Night Schedule Disable Monday HH:MM Tuesday HH:MM Wednesday HH:MM Thursday HH:MM Friday HH:MM Saturday HH:MM Sunday HH:MM Agent Group-Setup AgGp_01 AgGp_02 AgGp_03 AgGp_04 Agent Group Name XXXXXXX Agent Name XXXXXXX ID # XXX Password XXX Priority 01-04 Wrap-up MM:SS Line Group Setup LnGp_01 LnGp_02 LnGp_03 LnGp_04 Line Group Name XXXXXXX Announcement Assignment First Message X Second Message X Night Message X Special Message X Announcement Time Setup First Msg Int. Delay MM:SS Music Interval MM:SS Line Group Priority 01-04 CLID Customer Setup Add Customer XXXXXXX Phone Number XXXXXXXXXXXXX Priority 1-4 Group 1-16 Night Mode Routing No Yes Abandoned Call Report Current Sunday Monday Tuesday Wednesday Thursday Friday Saturday Automatic Printing Interval Disabled 30 Min. 1,2,4,6,8,12,24 HrsManagement Info. Real Time Setup Incoming Call Parameter MM:SS Outgoing Call Parameter MM:SS Busy Time Parameter MM:SS Real Time Historical Reports Daily (see box) Report type Weekly (see box) Report format Monthly (see box) Note Current Reports Print Hourly Copy Report Type Delete (see note) Export Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Daily Report Type (see note) Report Format Numerical Graphical Note Abort Save Print Print Numerical Print Graphical Print All Report Schedule Daily Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Print Time HH:MM Weekly/Monthly Print Type Numerical Graphical Numerical/Graphical Report Type (see note) Weekly Report Print Disable Day of Week Monthly Report Print Disable EnableManagement Info. ....(continued) Wallboard Message Add Send Wallboard Schedule Add Day Time MM:SS Message (70 chars.) Wallboard Alarm Add Parameter Function Threshold Configuration Group System Technician Group 01-16 Print Note:Report Types are— Answer Bins Abandon Bins Incoming Call Total Time Average Time System Capacity Account Code Traffic Analysis (not in current hourly report) Prefer Customer Programming Road Map IMI66-130 A2–2 Software Revision 3.1
Appendix 3 Using The Report/Data File Conversion Utility Use thisQuickQconversion utility to upgrade reports ordatafilesfromversion2toversion3software. You can convert files directly in the same PC before running the version 3 program or you can copy theversion 2 files to a different PC running version 3 software and then run the conversion utility. Converting Existing QuickQ 2.0.0 Report Files To QuickQ 3.1.0 Report Files 1. ExitQuickQif it is running. 2. PressShiftandF3keys at the same time. 3. Insert the utility disk labeledQuickQ Conversion Utility Version 1.0.0into disk drive A. 4. Typaa:at the DOS prompt and press theEnterkey. 5. Typeconv_repand press theEnterkey. 6. Follow the instructions on the screen. The conv_rep.bat program will convert the report files in c:\stats directory and its sub directories. A copy of the report files prior to conversion will be saved in the directory called c:\oldstats. NOTE: Do not attempt to run the utility a second time if the previous try was successful. If, for some reason, you must reconvert the old files, copy the original files from c:\oldstats to c:\stats and then run the conversion utility again. Using The Report/Data File Conversion Utility IMI66–130, Appendix 3 Software Revision 3.1A3–1
Converting Existing QuickQ 2.0.0 Data Files To QuickQ 3.1.0 Data Files NOTE: Run the QuickQ file conversion utility with the Digital Communications System connected to the COM port of the QuickQ computer. The conversion utility will check for the QuickQ line of the Digital Communications System. If the conversion utility cannot verify the line, it will remove the line from the QuickQ programming rather than converting the line data to the new data format. 1. ExitQuickQif it is running. 2. PressShiftandF3keys at the same time. 3. Insert the utility disk labeledQuickQ Conversion Utility Version 1.0.0into disk drive A. 4. Typaa:at the DOS prompt and press theEnterkey. 5. Typeconv_datand press theEnterkey. NOTE: The default COM port is COM2 and default baud rate is 9600. Different settings can be specified if the command line is as follows: conv_dat.bat/b96/c1 (for COM port 1 and baud rate 9600) —or— conv_dat.bat/b192/c2 (for COM port 2 and baud rate 19200) Possible options for COM port number is /c1,/c2,/c3, and /c4 while possible options for the baud rate is /b192 and /b96. 6. Follow the instructions on the screen. The batch program conv_dat.bat will convert the data files in c:\quickq directory and copy the original data files to c:\quickq\qq2_dat directory. NOTE: Do not attempt to run the utiltiy a second time if the previous try was successful. If, for some reason, you must reconvert the old files, copy the original files from c:\quickq\qq_dat to c:\quickq and run the conversion utility again. IMI66–130, Appendix 3 Using The Report/Data File Conversion Utility A3–2Software Revision 3.1
Publication Index A Adding Lines ToQuickQ............................................ 5-5 AdditionalMaterialsRequired ......................................... 2-2 AgentStatusUtility,ExaminingThe ...................................... 7-4 AUTOEXEC.BAT File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12 B Batch File, Detailing TheQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12 ButtonMappingTheAgentAndSupervisorStations ............................. 4-9 Button Mapping The Master Channel Voice Port Stations And The DVA Stations . . . . . . . . . . . . . . 4-9 ButtonMappingTheStations.......................................... 4-9 C Chassis Components, Reviewing The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 CONFIG.SYS File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12 Connecting AC Power To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10 ConnectingTheDXPToTheDVA....................................... 3-6 ConnectingTheDXPToTheDVA....................................... 3-7 ConnectingThePersonalComputerToTheDVA ............................... 3-2 ConnectingThePersonalComputerToTheDVA ................................3.3 Connecting The Personal Computer To The DXP Or DXPPlus........................ 3-4 ConnectingThePersonalComputerToTheDXP ............................... 3-5 Connecting TheQuickQPROTECKEY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10 ConnectingWallboardsToThePersonalComputer .............................. 3-8 Connecting Wallboards In Terminated And Unterminated Configurations . . . . . . . . . . . . . . . . . . 3-9 Converting Report/Data Files From Version 2.0 To Version 3.0 . . . . . . . . . . . . . . . . . . . . . . . A3-1 D Defining TheQuickQSystem.......................................... 1-2 Deleting Lines FromQuickQ.......................................... 5-7 Describing TheQuickQFunctions ....................................... 1-3 DetailingTheKit-SuppliedModularTo25-PinEIAAdapter ......................... 3-4 DetailingTheKit-SuppliedModularTo9-PinEIAAdapter.......................... 3-2 Detailing TheQuickQBasicOptions...................................... 1-3 Detailing TheQuickQBatch Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14 DID/DNIS Lines, Programming The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 DIS/DNIS Tables, Programming TheQuickQ................................. 5-9 DVA Components, Reviewing TheQuickQ.................................. 6-1 DVAInstallation,TestingThe ......................................... 7-1 DVAMotherboard ............................................... 6-1 DVAPackageContents............................................. 2-2 DVA01 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 E EditQuickQLine-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 Error Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 ExaminingTheAgentStatusUtility ...................................... 7-4 Examining The EnableQuickQStatusUtility ................................. 7-3 ExaminingTheLineStatusUtility ....................................... 7-5 ExaminingTheVoicePortStatusUtility.................................... 7-5 External Transferring To Line Subgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8 IMI66-130Publication Index Software Revision 3.1Index–1
F FloppyBackUp................................................. 6-1 H HardwareRequired,ToolsAnd......................................... 2-2 I I/OBoard,ReviewingThe ........................................... 6-4 IDE Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 InstallationCableKitContents ......................................... 2-1 InstallationCheckList,ReviewingThe..................................... 2-1 InstallingTheNewVoiceChannelCards.................................... 8-1 Installing TheQuickQSystem ......................................... 2-1 Interconnection,ReviewingTheSystem .................................... 3-9 Introducing TheQuickQSystem ........................................ 1-1 L Line-Setup Add Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Line-SetupWindow............................................... 5-5 LineStatusUtility,ExaminingThe ...................................... 7-5 Lines, Adding toQuickQ............................................ 5-5 Lines, Deleting FromQuickQ.......................................... 5-6 Lines, Moving TheQuickQ........................................... 5-7 ListingTheRelatedPublications ........................................ 1-1 M MaintenanceKit,OnlineFile .......................................... 2-2 ManualOrganization,UnderstandingThe ................................... 1-1 Modular To 25-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 Modular To 9-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Mounting Considerations (DVA16) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Mounting The Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Mounting The DVA16 Cabinet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Mounting The Optional Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 Mouse, UsingQuickQWithA ........................................ A1-1 Mouse,UsingThe............................................... A1-1 Moving TheQuickQLines ........................................... 5-8 O OnlineFileMaintenanceKit .......................................... 2-2 OptionalWallboardEquipmentRequired.................................... 2-2 OptionalWallboards,MountingThe ...................................... 2-4 Overflow Extension Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11 Overviewing TheQuickQSystem ....................................... 1-5 P Performing Initial Programming ForQuickQ.................................. 5-1 Personal Computer, Connecting Wallboards To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 Personal Computer Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2, 3-4 PersonalComputerSetup ............................................ 5-1 Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 Programming Class Of Service For Master Channels And DVA Ports . . . . . . . . . . . . . . . . . . . . 4-4 Programming, Initial Performing ForQuickQ................................. 5-1 Programming Road Map, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2-1 Programming The DID/DNIS Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Programming The DXP Line Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Programming The DVA Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7 Publication IndexIMI66-130 2–IndexSoftware Revision 3.1