Comdial Quick Q Automatic Call Distributor User Guide

							Delay Announcements
Delay announcements are important money-saving features that help keep the queue working in an
efficient manner. Since telephone traffic is random, there will be occasional bursts of calls to any ACD.
Such sporadic increases in volume may force callers to wait for connection longer than they would like.
By recording delay announcements (such as, Hello you have reached XYZ Company. All of our operators
are busy at the moment, but please hold and our next available operator will be with you momentarily.)
you assure the callers they are important and that their call will be answered in sequence, and that they
should wait and not hang up. Without this announcement most people will hang up after five or six rings.
Note: Be creative with your messages, provide important information, advertise special
promotions, and in general, keep your customers entertained and informed while they are
waiting.
Management Information System (MIS) Reporting
TheQuickQsystem provides both real time and historical statistical information on the performance of
the call center (Agent or line activity).
·Real-time screens are shown for System Managers and for Groups in Section 5 under the heading
Selecting The Real Time Report.
·Historical information is described in details in Section 5 under the heading Selecting Historical
Reports.
GCA70-271 Introducing The QuickQ System
Introducing The QuickQ System 1-5 
						

							Describing QuickQAgent Features
Account Codes
The system can provide a table of account codes arranged so that a unique number corresponds to a
specific call type (for example, call content, product type, and so forth). For example, a software help
desk may wish to use account codes to categorize its calls as follows:
Code Call Category
100 Help with Set Up
200 Help with MS DOS
201 Help with Networked DOS
300 Help with Word Processing
301 Help with Databases
302 Help with Spreadsheets
Agents can enter the account code that corresponds to the type of call they have just dealt with. This
information is stored in the systems statistics. System Managers can use the Management Information
Report System to analyze the types of traffic and the topics of that traffic use the Management
Information Report System.
Calls Waiting Indication
The calls waiting indication details the number of calls waiting in the queue. The system displays this
information on both the Agents and Supervisors telephones. The calls waiting indication prompts Agents
to quickly complete their present activity and answer the calls waiting in the queue. It alerts Supervisors
to release available Agents who had been assigned to other tasks.
Log-in / Log-out
Agents move in or out of the system on an individual basis. Each Agent has his or her own three-digit
user ID and password. Agents log into the system at the start of their day and log out of the system at the
end of their day. When they take lunch or coffee breaks, they use the make set busy feature.
Make Set Busy
An Agent can manually make their telephone busy by pressing theBUSYinteractive button. This allows
the Agent to temporarily leave the system (during lunch or breaks).
Supervisor Help and Monitoring
The Supervisor uses the help and monitoring capabilities to provide expert advice to Agents on difficult
calls. Supervisors can listen to Agent/customer conversations to ensure courteous and efficient service.
The Help function allows the Agents to request the Supervisor’s help without interrupting the call in
progress.
Wrap-up Time
Immediately after he or she terminates a call, the system places that Agent’s telephone into the wrap-up
mode. During this wrap-up time, the agent will not be presented any calls. Usually the Agent will take
this time to finish any paperwork associated with the call just completed. The  Group Supervisor
programs the wrap-up time for each individual Agent. Experienced Agents may require less time to wrap
up a call than less experienced Agents.
An Agent can shorten a call’s wrap-up time by pressing the
READYinteractive button, and similarly can
extend a call’s wrap-up time by pressing the
BUSYinteractive button.
Introducing The QuickQ System GCA70-271
1-6 Introducing The QuickQ System 
						

							Describing QuickQ Group Features
Each Group Supervisor can program these features independently for each group to meet its specific
requirements.
Alarm Threshold (Time)
Alarm Threshold (Time) is a preprogrammed time parameter to monitor the number of calls waiting in
queue (default period is 45 seconds).
Alarm Threshold (Calls in Queue)
Provides an indication to Agents & Supervisors that the number of calls waiting in queue has gone
beyond the Alarm Threshold (Time). If the Alarm Threshold (Calls in Queue) is set to a number higher
than zero (0), an audible tone will go off at all Agent’s telephones when that preset number of calls has
reached the Alarm Threshold (Time). If the Alarm Threshold (Calls in Queue) is set equal to zero (0), the
alarm will not go off even if calls have reached the Alarm Threshold (Time). Statistics will still be
collected for MIS Reports.
Automatic Day-to-Night Mode
Each Group Supervisor can set their group to automatically switch from day mode to night mode.
·In night mode, the system answers the incoming calls, plays the prerecorded night announcement, and
releases the call.
·The system will automatically log all agents out when all calls holding, prior to night mode are
answered.
Automatic Night-to-Day Mode
QuickQswitches from night mode to day mode when the first Agent of the group logs into the system to
take calls. This ensures there is always someone logged in to take calls before the system accepts them.
Automatic Answer Mode
An Agent that operates in the automatic answer mode wears a head set. For incoming calls, the system
rings the agent’s telephone and connects the call directly to it.
Manual Answer Mode
An Agent in manual answer mode chooses to answer the incoming call or to reject it using the interactive
buttons on his or her telephone.
GCA70-271 Introducing The QuickQ System
Introducing The QuickQ System 1-7 
						

							Overflow Group
The overflow group is a secondary group of Agents to whom the system will direct calls after the
overflow threshold time-out occurs (default is 210 seconds). The overflow group allows agents in more
than one group to handle calls. By handling calls from other groups, Agents increase the overall call
handling efficiency of the system. The system allows 4 overflow groups for each group. The overflow
groups are set by the System Manager.
Note: Overflow level 4 can be set to a specific Non-ACD extension.
Example:
Agents in Group Two will receive calls from Group One when the preprogrammed period of time (default
is 210 seconds) has gone beyond the overflow threshold (preset depending on the Group’s requirements).
Overflow Threshold
The overflow threshold is the period of time that the system holds a call before it transfers it to an
overflow group.
Priority Call Handling
There are four call handling priority levels (01 is the highest priority and 04 is the lowest priority).
System Managers can assign a priority status to sub-groups of telephone lines. The system will queue the
calls that arrive on those lines ahead of the calls that arrive on non-priority lines.
Example:Assign 800 numbers a priority of 01 so Agents will answer these calls before they answer any
other call. This is important, as billing starts as soon as theQuickQanswers the call.
Individual Agents can have a priority status (01 to 04). The system assigns calls to Agents with the
highest priority before it assigns calls to lower priority Agents.
Example:Assign Agent 200 a priority of 01 and Agent 209 a priority of 04. Agent 200 will receive
incoming calls before Agent 209 receives any regardless of idle time. This allows Agent 209 to be
available for calls yet be less likely to be interrupted from any other assigned work. This means Agent
209 can do assigned paperwork during a known slack period and still be available to answer calls if all
other Agents are busy.
Redirect Threshold
If a call is not answered by an Agent (for example, the Agent forgot either to log-out or to make their
telephone busy before leaving their desk) for a period of time defined as the redirect threshold time, the
system will redirect the call to another Agent or group and automatically make the Agent’s telephone
busy. This occurs only in Manual Answer Mode.
Call Screen Mode
This mode of call routing sends all calls to the digital voice announcer. Callers hear the complete initial
delay announcement before their call is directed to an Agent. Usually the message is used to provide the
caller with certain information (promotional information or instructions such as “Please have your credit
card number ready”) prior to talking to an Agent.
Introducing The QuickQ System GCA70-271
1-8 Introducing The QuickQ System 
						

							Using the Mouse and Keyboard
You can use theQuickQsystem with either the mouse pointing device or the standard keyboard. Employ
the method with which you feel most comfortable
If you are unsure how to navigate theQuickQmenus and enter data or select items, refer to Appendix A
for a description of theQuickQgraphical windowing environment, and details for using the mouse and
keyboard.
If you are confident that you can use these techniques adequately, go on toQuickQprogramming.
GCA70-271 Using the Mouse and Keyboard
Using The Mouse and Keyboard 2-1 
						

							This page remains blank intentionally.
Using the Mouse and Keyboard GCA70-271
2-2 Using The Mouse and Keyboard 
						

							Programming QuickQ
You can program theQuickQfeatures by any of the following parameters:
·System,
·Group,
·Sub-group,
·Agent.
You must programQuickQfrom the system console windows graphic environment using either the
mouse or the keyboard. If you are not familiar with using a mouse or the keyboard in a windows graphic
environment, refer to Appendix A.
Understanding System Startup
At initial installation, the installer performs system startup and programs the DXP digital communications
system and theQuickQto work together.
The system begins operation with the following default settings:
·Technician ID # 832·Technician Password 832
·System Manager ID # 900·System Manager Password 900
·Group Supervisor ID # 901 to 916·Group Supervisor Password 901 to 916
·Agent’s ID # No default·Agent Password No default
·Overflow Threshold 210 seconds·Overflow Group No overflow
·Alarm Threshold 45 seconds·Redirect Threshold 20 seconds
·Priority Override 2 minutes·Alarm Threshold Calls in Queue 0
·Automatic Force Call No·Call Screening No
·Day to Night Mode Yes·Manual Answer Yes
·Agent Priority Level 01·Time for Day to Night Mode 5:30 p.m.
·First Message 1·Agent Wrap-up 10 seconds
·Night Message 3·Second Message 2
·First Message Delay 10 seconds·Special Message 4
·Line Priority Level 01·Music Interval 30 seconds
To determine which settings are applicable to you, refer to the relevant headings on the following pages.
GCA70-271 Programming QuickQ
Programming The QuickQ System 3-1 
						

							Preparing System Layout / Worksheets
Prepare the system manager’s programming worksheet before you actually configuring the system at the
console, and use this worksheet as a reference to assist you in entering the information required over the
following pages. There is an example worksheet in Appendix B.
Programming The System Level Configuration
Performing Initial Sign In
Use the following steps to gain access to the system.
1. Press
Escto close the QuickQ Status window (Figure 3-1).
2. On the main system window, select theSign-Inmenu bar option. Either move the pointer to it and
click the left mouse button, or hold down the
Altkey and press theSkey (Figure 3-2).
Figure 3-2 Sign In Window
Figure 3-1 QuickQ Status Window
Programming QuickQ GCA70-271
3-2 Programming The QuickQ System 
						

							3. The System Access window appears, and theID#box will display 100. You can type without
having to first clear this value (Figure 3-3).
4. The System Manager ID# and the password both default to 900. Type
900at the ID# box and press
Enter. The highlight moves to the Password box. Type900again and pressEnter.
5. The Supervisor/Manager Sign In window appears. Highlight theManagerline and press
Enter
(Figure 3-4).Figure 3-3 ID and Password
Figure 3-4. Supervisor Sign In Window
GCA70-271 Programming QuickQ
Programming The QuickQ System 3-3 
						

							6. The screen display changes to show the Manager window, and the menu bar will now display a series
of five options:
·Sign-out
·System-Setup
·Group-Programming
·System-Backup
·Management-Info
You are now signed in to theQuickQsystem. For security reasons you may wish to change your ID# and
password at this time.
Programming QuickQ GCA70-271
3-4 Programming The QuickQ System