Comdial Quick Q Automatic Call Distributor User Guide
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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 Yprompts the system to save the changes and to close all windows automatically. SelectingNoor press Alt Nreturns to the Company Name window. You can now close this window by pressing Escor double clicking on the close box. Changing Passwords and ID’s Using the following procedure, select the group of your choice from the ID/Password window, change the group names, change the Supervisor names, and change the ID# and passwords of the Supervisors of all groups. 1. Pull down theSystem Setupfrom the menu bar and select ID/Password from the second line of the menu. 2. The menu closes and the ID/Password window appears with the highlight bar over theGp. 00 SYSTEMline. Press Enteror click on the highlight with the mouse (Figure 3-5). Figure 3-5. IDs/Passwords GCA70-271 Programming QuickQ Programming The QuickQ System 3-5
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 to the ID# box, press the Tabkey or click on the box with the mouse. 6. Type in the ID# you wish to use (you can use only numeric digits for the ID# and password, Range 100 to 999). 7. Move to thePasswordbox and type in the password you wish to use (you can use only numeric digits for the ID# and password 100 to 999). 8. When you have entered the details in the boxes to your satisfaction, select theUp-dateoption from the menu bar or press Alt Uto save your new details. 9. The Save Changes window appears. If selectYesor press Alt Y, the system saves the changes and closes the Save changes window and the Edit ID and Password windows automatically. SelectNoor press Alt Nreturns to the Edit ID and Password window. PressEscor double click on the closebox to exit the Edit ID and Password window. You can now set or change other system parameters. 10. After making all necessary changes, select theSave-To-Diskoption on the menu bar or press Alt Sto save the changes to the hard drive.Figure 3.6. Edit ID and Password Window Programming QuickQ GCA70-271 3-6 Programming The QuickQ System
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 QuickQ time and date to the Phone system. This function is performed automatically every hour, but can be performed manually as follows: 1. Pull down theSystem Setupmenu. 2. SelectTime/Date. A small Time/Date window appears. 3. If the displayed time and date are incorrect, click on theSyn. Clockbox, or press Enter.This synchronizes the clock with the clock in the DXP (Figure 3-7) and closes the window automatically. 4. If no changes are necessary, close the window by double clicking on the close box or pressing the Esc key. Figure 3-7. Synchronizing The Clock GCA70-271 Programming QuickQ Programming The QuickQ System 3-7
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 theSystem-Setupmenu and select theIntergroup Overflowoption. The InterGroup Overflow window appears with a list of each group and their respective overflow levels (Figure 3-8). Overflow level 4 should display four extension numbers. 2. Use the Up and Down arrows and the Page UpandPage Downkeys to highlight the group for which you wish to set the overflow parameters, and either press Enteror click on it with the mouse to select it. 3. The EditACDInterGroup Overflow window appears. 4. Press the Up/Down arrow keys to change between groups. Alternately, you can press the Enterkey on a highlighted field to cause a pull-down menu to appear, then highlight the overflow option for that field. Press Enteragain to insert the highlighted setting in the field and close the menus. To set the four overflow levels, use Tabto move from field to field. With the mouse, click on the down arrow at the end of the field to display the same menu. Click on a menu option to select it. This action automatically closes the menu. 5. When you have set the four overflow levels to your satisfaction, use the mouse to click on the Up-Datemenu bar option and close the box or Press Alt U. Figure 3-8. InterGroup Overflow Window Programming QuickQ GCA70-271 3-8 Programming The QuickQ System
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 or press AltS. The Save Intergroup Overflow window appears. SelectYesor press Alt Ysaves the changes and closes the windows automatically. Press the Esckey or double click on the close box to exit. Setting Announcement Titles The integrated D.V.A. provides voice storage for 16 messages (total 5 min. 20 sec. recording time). These messages are recorded from any telephone set logged in as a supervisor. Note: Describing the content of these messages can be added to the P.C. by the manager. Use the following procedures to set the Announcement Titles: 1. Pull down theSystem Setupmenu and select theAnnouncementoption. 2. The Message window appears (Figure 3-9) to provide information.3.Use the Tabkey or click on the mouse to move the highlight to the D e s c r i p t i o n field ofthe message that you wish to title. Type a reminder note to help you identify and locate the various messages. Figure 3-9 Message Window GCA70-271 Programming QuickQ Programming The QuickQ System 3-9
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 pressing Enter, it will open the Message Information window indicating which group and subgroup is assigned the message. It also indicates whether the message is a first, second, night or special message. This window is mainly for information purpose and does not include editing function. Press Esc or double click on the close box to exit. 5. After updating the reminder notes for different messages, select Save-To-Disk. The Save Changes window will appear. Select Yes,or pressAlt Yto save the changes and close both windows. SelectNo or press Alt Nto return to the Message window. PressEscor double click on the close box to exit. Assigning Account Codes QuickQenables you to classify calls into various categories by assigning account codes to the calls. Agents classify each call from their telephone using the account codes that the System Manager assigns with this procedure. 1. Pull down theSystem-Setupmenu and select theAccount Codeoption. The Account Code Range window appears. 2. Type the appropriate account code range and click on theOkbutton. The Account Code Setup window appears (Figure 3-10). Note: The Account Code Range window allows you to select a range of account codes from a long list. If you only have a few account codes, you can bypass this screen by clicking on the Ok button. 3. To add new account codes, selectAddfrom the menu bar or press Alt A.The Add Account Code Setup window appears. 4. Enter the new three digit code and press Enter. Type a description of the account code in the Descriptionarea. Click on the Create Account menu bar or press Alt C.The Add Account confirmation window appears. Note: The code and description appears in the Account Code Report. 5. Click on YESor pressAlt Yto add the information that you have just entered onto the Account Code Setup list. The system returns to the Add Account Code Setup window for another entry. If no further account is to be entered, press Esc or double click on the close box to close this window. You will return to the Account Code Setup window. Programming QuickQ GCA70-271 3-10 Programming The QuickQ System
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, highlight the code and press Enteror click on the code with mouse. SelectDeletefrom the menu bar or Press Alt Don the Edit Account Code Setup window. The Delete Account confirmation window appears. Click onYesor press Alt Ywill delete the account code highlighted. The Edit Account Code Setup window and Delete Account confirmation window closes automatically. Click onNoor press Alt Ncloses the Delete Account confirmation window. You are now returned to the Edit Account Code Setup window. If no further changes is desired, Press Esc or click on the close box to exit. 9. After you finish setting up your account codes, selectSave-To-Diskon the menu bar or Press Alt S .The Save Account Code(s) confirmation window will appear. Click onYesor pressAlt Yto save the changes to the hard disk and to close the window automatically. Click on Noor pressAlt Nwill return to the Account Code Setup window. If you do not want to save the changes previously entered, press Escor double click on the close box to exit. Repeat the same steps to exit the Account Code Range window. Note: The Account Code and description appears in the Account Code Report. Figure 3.10. Account Code Setup Window GCA70-271 Programming QuickQ Programming The QuickQ System 3-11
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 bins. You can move from one time bin to another by pressing Enter. Save the newly entered data by clicking on the Save-To-Diskmenu bar item. 5. The Save Answer Time Bin window withYesandNooption appears. Click onYesor press Alt Y saves the data entered and closes all windows. Click onNoor pressAlt Ncloses the Save Answer Time Bin window and returns to the Answer Time Bin window. Press Escor double click on the close box to exit this window. 6. Pull down theStat-Binmenu and selectAbandon Binoption. Repeat step 4. The Save Abandon Time Bin window appears after selectingSave-To-Diskon menu. Click onYesor press Alt Y saves the data entered and closes all windows. Click onNoor pressAlt Ncloses the Save Answer Time Bin window and returns to the Answer Time Bin window. Press Escor double click on the close box to exit this window.Figure 3-11. Answer Time Bin Window Programming QuickQ GCA70-271 3-12 Programming The QuickQ System
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 chance to either sign through to that group or to abandon the action. Select the action you wish to perform by clicking on the appropriate button. 3. No further action takes place if you selectNo; however, you can choose another option from the Manager window menu bar. 4. If you selectYes,the system puts you at the Manager/Supervisor level. The screen will change to the Supervisor screen where you will have access to all of the group Supervisor facilities. (These are described in the Group Level Programming By Supervisor). 5. When you sign out from the Manager/Supervisor level, the system returns to the normal Manager level. To log out from the system, make sure you are at the Manager window (and not at the Manager/Supervisor window), and select theSign Outoption from the menu bar. The system then displays the Sign In window showing theSign Inoption menu bar. The system is now ready for the next person to sign into theQuickQsystem. Figure 3-12. List of System Groups GCA70-271 Programming QuickQ Programming The QuickQ System 3-13
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 have signed into the system, the Supervisor window appears and the main menu bar displays five options: ·Group Setup ·Agent Group Setup ·Line Group Setup ·Management Info. From here, you can set certain parameters for your group and examine the Management Information System reports. Preparing The Group Layout / Worksheet Always prepare your Group Supervisor’s programming worksheet before you begin configuring the group at the console. Refer to Appendix C of this publication for the Group Supervisor’s Programming Worksheet. Programming QuickQ GCA70-271 3-14 Programming The QuickQ System