Comdial Quick Q Automatic Call Distributor User Guide

							Automatic Call Distributor
System Manager’s
Guide
R
QuickQ
DXP 
						

							ii 
						

							Table Of Contents
Introducing The QuickQ System..................................... 1–1
Understanding This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1
Becoming Familiar With Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . 1–1
UnderstandingQuickQ.......................................... 1–2
Organizing The Call Center Staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Describing The System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Call Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Digital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Telephone Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
DescribingQuickQSystem Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Answer Bin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Abandoned Bin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Call Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Even Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Delay Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5
Management Information System (MIS) Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1–5
DescribingQuickQAgent Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6
Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6
Calls Waiting Indication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6
Log-in / Log-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6
Make Set Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6
Supervisor Help and Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Wrap-up Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6
DescribingQuickQGroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
Alarm Threshold (Time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
Alarm Threshold (Calls in Queue) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Automatic Day-to-Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
Automatic Night-to-Day Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Automatic Answer Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Manual Answer Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7
Overflow Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Overflow Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Priority Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Redirect Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Call Screen Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Using the Mouse and Keyboard..................................2–1
Version: 1.1.0
Date: May, 1995
GCA70-271Table Of Contents
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							Programming QuickQ........................................... 3–1
Understanding System Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–1
Preparing System Layout / Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2
Programming The System Level Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2
Performing Initial Sign In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2
Setting Up The System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5
Setting the Company Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5
Changing Passwords and ID’s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Setting the Time and Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–7
Setting the Intergroup Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–8
Setting Announcement Titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–9
Assigning Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–10
Arranging The Stat-Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
Programming Group Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–13
By System Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
By Group Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–14
Preparing The Group Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–14
Configuring The Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–14
Configuring the Agent Group-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–16
Configuring the Line Group-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–18
Management Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–20
System-Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21
Announcement Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21
Configuration Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-22
Stats Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23
Operating The QuickQ System...................................4–1
Logging In and Out of QuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–1
Operating As An Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3
Answering Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3
Answering Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3
Wrapping Up A Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3
Making Your Telephone Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–4
Requesting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–4
Transferring Calls In Or Out OfQuickQ............................... 4–5
Making an Outgoing Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Entering Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Operating As A Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–6
Changing The Mode Of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–6
Recording And Playing Back The Announcement Message . . . . . . . . . . . . . . . . . . . . 4–7
Monitoring the Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–8
Viewing The Current Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–9
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							Management Info.............................................. 5–1
Selecting The Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–1
Viewing The System Manager Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . 5–1
Selecting The Real Time Set Up Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Viewing The Supervisor’s Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Selecting Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–4
Selecting Current Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–5
Selecting The Main Report Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–5
Selecting Configuration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Selecting QuickQ MIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Viewing Typical MIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Appendix A............................................ A–1
UsingQuickQWith a Mouse .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . .  . . A–1
Clicking (Selecting an Item) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
Dragging (Moving a Window) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
UnderstandingQuickQWindow Graphic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2
Title Bar................................................A–2
Close Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2
Selection Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Scroll Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2
Re-size Edges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2
Appendix B............................................ A–3
System Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–3
Appendix C............................................ A–5
Group Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–5
Appendix D............................................A–11
Reviewing The Programming Roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–11
Appendix E............................................A-13
Backup Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-13
GCA70-271Table Of Contents
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							List Of Illustrations
Figure 3-1 QuickQ Status Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Figure 3-2 Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Figure 3-3 ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Figure 3-4 Supervisor Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Figure 3-5 Group 00 System Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Figure 3-6 Edit ID and Password Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Figure 3-7 Synchronizing the Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Figure 3-8 Intergroup Overflow Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Figure 3-9 Message Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Figure 3-10 Account Code Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Figure 3-11 Answer Time Bin Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
Figure 3-12 List of System Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
Figure 3-13 Group Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15
Figure 3-14 Agent Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
Figure 3-15 Add Agent Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17
Figure 3-16 Line Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
Figure 3-17 Message Backup and Restore Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21
Figure 3-18 System Program Back-up Restore Window . . . . . . . . . . . . . . . . . . . . . . . . . 3-22
Figure 3-19 Report Back-Up/Clean-Up Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23
Figure 3-20 Report Backup/Cleakup Confirmation Window . . . . . . . . . . . . . . . . . . . . . . 3-23
Figure 5-1 System Manager’s Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Figure 5-2 Real Time Parameter Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Figure 5-3 Supervisor’s Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Figure 5-4 Answer Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Figure 5-5 Abandon Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Figure 5-6 Incoming Call Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Figure 5-7 Total Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10
Figure 5-8 Average Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Figure 5-9 System Capacity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Figure 5-10 Account Code Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Figure 5-11 Traffic Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13
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							Introducing The QuickQ System
Using This Guide
This manual will assist you in using yourQuickQautomatic call distributor. It provides a complete
description of theQuickQfeatures, a detailed outline of the system configuration, and general operating
instructions.
Certain typographical conventions appear throughout this guide to simplify the instructions. These are
explained below:
·Text that appears on the screen is shown as, for example,Enter your password.
·
Text that you have to type is shown in two different ways:
-‘typeAlbert Smithat the appropriate box’ means that you should type the characters exactly as shown, but
-‘type your password’ means that you should type the actual digits of your password.
·
Keys that you are required to press are shown as, for example,Enter.
Note: On some keypads, the Enter key may be called Return.
The wordselectis used to describe the use of either the mouse or the direction arrow keys to highlight an
option on the screen.
Notesbring your attention to a particular item.Notesare given between paragraphs of text, and are shown
in the following form:
Note: If you are using the keyboard use the Tab key to move from field to field. If you are using
the mouse, click on the field you wish to work with.
GCA70-271 Introducing The QuickQ System
Introducing The QuickQ System 1-1 
						

							UnderstandingQuickQ
QuickQis an Automatic Call Distribution (ACD) system designed to handle incoming calls as efficiently
and economically as possible. It answers calls by distributing the workload equally among the Agent
staff. Typically,QuickQspeed, efficiency and management control usually results in a 20–40 percent
increase in the productivity of the Agent force and a 10 to 20 second decrease in the average call answer
time. The four primary functions of theQuickQare as follows:
·provide a waiting queue to increase the effective arrival rate of the incoming calls, and to allow more
productive time for the Agent,
·play prerecorded announcements when no Agents are available thus encouraging the caller to wait in a
queue,
·automatically distribute the workload among the Agents to allow an equal distribution of duties,
effecting greater productivity,
·provide comprehensive statistical management reports that allow rational and efficient allocation of the
call center’s resources.
Any corporation or company that answers incoming telephone calls with a staff of Agents or trained
people is a potential candidate for the considerable cost savings and service benefits of theQuickQ.
In an automatic call distribution (ACD) application, a calling customer needs to reach a service person in
a particular area but does not need to reach a specific individual. For example, the customer may be
calling a company to place an order, check a reservation, or talk to a support or help desk. In all cases, it
is important that the call be answered as quickly as possible by any service person in that area.
It is statistically proven that a single large group of agents is more productive than an equal number of
agents in several smaller groups provided that the calls are homogeneous.
Calling traffic is considered homogeneous when anyone within a group of trained representatives can
effectively handle the call; however, this uniformity does not imply that ACD systems can handle only
one type of call. Many successful operations exist where different types of calls reach specially trained
operators in a busy call center. However, it is more efficient to separate different types of calls into
groups.QuickQhas the ability to configure the ACD operation into 16 groups, each of which can have
four sub-groups.
Introducing The QuickQ System GCA70-271
1-2 Introducing The QuickQ System 
						

							Organizing The Call Center Staff
An ACD center requires specialized personnel. If the department is large enough, an effective ACD staff
will consist of the following personnel:
·System Manager,
·Group Supervisors,
·Telephone Agents.
The System Manageris directly responsible for the day-to-day operation and maintenance of the ACD
center. In smaller systems, the System Manager’s task may be combined with the Group Supervisor’s
responsibilities. The System Manager can monitor the overall performance of the ACD center and has
several responsibilities including the following items:
·control of systems configuration, such as the number of groups and overflow between groups,
·effectively balance the staffing of the ACD center according to the traffic demands of the various
groups.
The Group Supervisoris directly responsible for the following responsibilities:
·Move, add and delete Agents required for the ACD center.
·the telephone service provided by Agents in their respective groups,
·monitoring the activity of the Agents,
·evaluating the performance of the Agents,
·providing assistance on calls beyond the capability or training of the Agents.
The Telephone Agentis often referred to as a Customer Service Representative (CSR) and is mainly
responsible for a particular group of telephone lines or a certain type of call; however, the system allows
assignment of multiple group agents that are a part of more than one group.
Describing The System Components
NOTE:You can ensure continuous QuickQ operation by adding an uninterruptable power
source to both the digital voice announcer and central call processor, and an optional
battery backup assembly to the DXP digital communications system.
Call Processor
The call processor is the brain of theQuickQ. It consists of theQuickQsoftware and a personal computer.
The call processor monitors and controls all activities within the boundaries of the ACD.
Digital Voice Announcer
The Digital Voice Announcer (DVA) is a stand-alone voice processing system designed to directly
interface with the DXP digital communications system. It provides storage for up to 16 digitized voice
announcements for playback under control of the central call processing unit. In a busy call center when
all Agents are busy, the DVA intercepts incoming calls and plays prerecorded voice announcements.
Telephone Extensions
The Agent’s and Supervisor’s stations are typical DXP proprietary telephones (12 or 24 Button
Display Sets).
GCA70-271 Introducing The QuickQ System
Introducing The QuickQ System 1-3 
						

							Describing QuickQ System Features
Answer Bin
An Answer bin is the length of time between when a call arrives in the queue and when it is answered by
an Agent. There are six answer bins in the system. The system answer bin default time is zero. By setting
the time frames in the answer bins, the Manager can look at one factor in the total customer service
picture. An example of a typical answer bin record is shown below.
Answer Bin Number of Time Definition
Calls
Bin 01 0 00:20 The number of calls answered between 0 and 20 seconds, (0)
Bin 02 5 00:40 The number of calls answered between 20 and 40 seconds, (5)
Bin 03 2 01:00 The number of calls answered between 40 seconds and 1 minute, (2)
Abandoned Bin
Abandoned bin is the time between when a call arrives in the queue and when the caller hangs up without
being connected to an Agent. There are six abandoned bins in the system. The system abandoned bin time
defaults are zero. By setting time frames in the abandoned bins, the Manager can determine how tolerant
customers are of the waiting time to which they are being subjected. An example of a typical abandoned
bin is shown below.
Abandoned Number of Time Definition
Bin Calls
Bin 01 0 00:10 The number of calls abandoned between 0 and 10 seconds, (0)
Bin 02 11 00:30 The number of calls abandoned between 10 and 30 seconds, (11)
Bin 03 15 00:50 The number of calls abandoned between 30 and 50 seconds, (15)
Call Queuing
TheQuickQmanages incoming calls in a logical sequence. The number of incoming calls arriving at a
call center at any one time is random. The calls are queued on a first in first out principle. Call queuing
ensures that calls are handled in a timely and efficient manner. Priority can be assigned to preferred lines
such as Inwats (800 lines).
Even Distribution
TheQuickQeffectively shares the incoming call workload evenly among agents. This ensure the
optimum productivity of all agents by distributing calls to the longest idle agent.
Introducing The QuickQ System GCA70-271
1-4 Introducing The QuickQ System