Comdial Quick Q Automatic Call Distributor User Guide

Setting Up The System
Setting the Company Name
1. SelectSystem Setupfrom the menu bar. This will display a menu containing seven options:
·Company Name
·ID/Password
·Time/Date
·Intergroup Overflow
·Announcement
·Account Code
·Stat-Bin
2. Select theCompany Nameoption. The Company Name window appears.  Type in the desired
company name.
3. To save the changes, click onSave-To-Disk, or hold down the
Altkey and theSkey at the same
time.
4. The Save Company Name window appears. SelectingYesor press
Alt...

3. The Edit ID and Password window appears as shown in Figure 3-6.
Note: Group 00 refers to the Manager’s Password/ID. This does not refer to one of the call
processing groups. For Groups 01 - 16, enter the name of each department that will be
processing ACD calls.
4. If you wish to change the name, type in the new name at the highlight. To move to the Supervisor
box, press the
Tabkey or click on the box with the mouse.
5. If you wish to change the name of the Supervisor, type in the new name.  To move...

11. The Save ID / Password window appears. If selectYesor pressAlt Y, the system saves all changes
made and all windows closes automatically. If your option isNoor if you press
Alt N, the Save ID /
Password window closes. You will return to the ID / Password window. You can now exit this
window by pressing
Escor double click on the close box.
Setting the Time and Date
The time and date are set within your telephone system (refer to your Telephone User Manual). This
option is used to synchronize the...

Setting the Intergroup Overflow
Intergroup overflow improves the effectiveness of a Call Center by utilizing additional groups
(departments) as back-up to answer calls, if the primary group is busy beyond the set time parameters.
Once the overflow timer has been exceeded, the system presents the call to the first available of the five
groups (primary and four overflow). For calls to overflow to the appropriate groups, you must set the
overflow patterns using the following procedure:
1. Pull down...

6. The Save Intergroup Overflow window withYesandNooption appears. Use the mouse to click on
Yesor press
Alt Yto save changes and automatically closes the menu. Click onNoor press theAlt N
key to return to the Edit ACD Intergroup Overflow window. If, at this point, you wish to exit the
window, double click on the close box with your mouse or press the
Esckey.
7. When you have set the overflow patterns for all of the groups that you will use, use the mouse to click
on theSave-To-Diskoption on the menu bar...

3. Use theTabkey or click on the mouse to move the highlight to the D e s c r i p t i o n field of the
message that you wish to title. Type a reminder note to help you identify and locate the various
messages.
Note: The times shown beside the descriptions detail both the total time allocated to the
message (that is, the length of time occupied by the,first version of the message) and the
amount of recording time that the current message occupies.
4. If a number is selected by clicking on the mouse or...

6. To edit an existing code, highlight the code and pressEnteror click on the code with the mouse. The
Edit Account Code Set up window appears.
7. After making the necessary changes, selectUpdatefrom the menu bar or Press
Alt U. The Save
Changes to Account window appears. Click onYesor press
Alt Ysaves all changes made to the code.
The Edit Account Code Setup window & Save Changes to Account window disappears automatically.
You will return to the Account Code Setup window.
8. To delete an Account Code,...

Arranging The Stat-Bins
QuickQhas six levels of stat-bins for answered and abandoned call statistics. Use the following procedure
to setup the time bins that are used to collect the system statistics.
1. Pull down theSystem-Setupmenu and select theStat-Binoption.
2. A pull down menu appears withAnswer Bin&Abandon Bin.
3. SelectAnswer Binand theAnswer Time Bin window appears. Highlight the Time Bin 01 box
(Figure 3-11).
4. Type the time bin parameters in minutes and seconds. Repeat for all remaining time...

Programming Group Levels
By System Manager
Group Supervisors can only alter the parameters for their particular group but System Managers can use
this procedure to change any of the settings for any of the groups.
1. Select theGroup Programmingfrom the Manager window menu bar. A pull-down menu appears
with the names of all the groups on the system (Figure 3-12).
2. Select the group you require (either highlight it and press
Enteror click on it with the mouse). A small
window appears offering you the...

By Group Supervisor
As a Group Supervisor, you must sign into the system using the following procedure.
1. On the main system window, select the Sign-In menu bar option. The system Access window appears.
The Group Supervisor’s default ID# and password are follows: 901 for group 1, 902 for group 2, and
so on through 916 for group 16. If you experience difficulty, verify ID and password numbers with the
System Manager.
2. Press Enter of click on Select at the Supervisor/Manager Sign-In Window.
3. Once you...