Comdial Quick Q Automatic Call Distributor User Guide

							Configuring The Group
Use this procedure to configure your group parameters:
1. SelectGroup Setupfrom the menu bar. The Group Setup window (Figure 3-13) appears and
shows the group name in the title bar. The screen also displays the default settings for a variety of
parameters. Continue with step 2.
2. To change the overflow threshold, move the highlight to the top box, and enter the new time in place
of the old time. This programming action sets the time that a call waits before the system transfers it to
the overflow groups.
3. Repeat step 2 to set the Redirect Threshold (Time). Always set this time to less than one minute (the
default time is 20 seconds). If a call is ringing beyond the Redirect Threshold time, the system will
transfer the call to another agent. At the same time, it will also make the previous agent Busy, so calls
will not be directed to this agent.
4. The Alarm Threshold (Time) is a preprogrammed time parameter to monitor the number of calls
waiting in queue (default period is 45 seconds). When the Alarm Threshold (Time) works together
with the Alarm Threshold (Calls in Queue), the audible alarm will trigger on the Agents’ sets.
5. TheAlarm Threshold (Calls In Queue)specifies the number of calls exceeding
the Alarm Threshold Time before the audible alarm is triggered. To disable the audible alarm, set
this parameter to 0. If you wish to primarily use theAlarm Threshold (Time)to trigger
the alarm, set this parameter to 1.
6. ThePriority Overridetime determines how long a low priority call remains in queue before
the system promotes it to the highest priority. This is useful when a number of high priority calls are
coming in and a low priority call has been waiting for some time.Figure 3-13. Group Setup Window
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							7. If you set theCall Screeningfield toYes, the system forces all callers to listen to the entire
first message. This action reduces the number of calls that require personal assistance by providing
the information on the first message.
8. Use theAutomatic Force Callfield when the Agents are using a headset. The system sounds
a tone in the Agent’s headset and connects the call. The default setting isNo. The action provided by
this feature is the opposite ofManual answer.Therefore, if you set this option toNo,the system
automatically changesManual answertoYes.
9.Manual Answermode is used when agents have to answer calls with the handset. When the
Automatic Force-Callis changed toNo,this option will be set toYesautomatically.
10.Day to NightMode specifies whether the system will automatically switch to night mode at
the specifiedDay-to-NightMode time.
11. Enter the time forDay-to-NightMode in the last box. This time is based on a 24-hour clock.
12. After finishing with theGroup Setupwindow, use theSave-To-Diskoption on the menu bar
before you close the window.
13. TheSave Group S e t u pwindow appears. SelectYesor press
Alt Yto save and close the
windows automatically. SelectNoor press
Alt Nto close theSave Group Setupwindow and
return to theGroup Setupwindow. Press
Escor double click on the close box to exit.
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							Configuring the Agent Group-Setup
Use this Agent group setup procedure to assign agents to the Agent sub-groups, to remove Agents from a
group, and to set or change Agents’ ID#, password, priority and wrap-up times. Agents may be assigned
to one of four Sub-groups. These Sub-groups are used for statistic purposes only. (For example: Subgroup
1 contains all full-time staff, subgroup 2 are all part-time staff, etc.) Calls will be distributed to all agents
in all subgroup evenly.
1. Select Agent Group Setup from the menu bar, a pull down menu appears with 4 Agent Groups. Select
the sub-group you wish to work with and the Agent Group Window appears. The scrollable area (the
area with scroll bar on the right edge) contains the Agent details. If there are no agents in the group,
this area is blank (Figure 3-14).
2. If the selected subgroup does not exist, the Add Agent Group Window will appear. Select Yes or press
Alt Ycreates the subgroup and opens the Agent Group Window.
3. To add an agent, selectAddfrom the menu bar. The Add Agent Window appears at the top of the
screen (Figure 3-15).Figure 3-14. Agent Group Window
Figure 3-15. Add Agent Window
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							4. Type the name of the Agent at the AGENT default entry.
Note: If you are using the keyboard, use the
Tabkey to move from field to field. If you are using
the mouse, click on the field you wish to work with.
5. Enter theID#andpasswordfor the Agent. When you are in thePriorityfield, press
Enteror
click on the arrow icon, and a drop-down menu appears. From this menu, select the priority for the
Agent (Priority 01 is the highest and 04 is the lowest. When a call comes in, it will first be sent to
agents with the highest priority). Enter the wrap-up time (in minutes and seconds) in the Wrap Up
field (Wrap-up time provides the agents a short break to finish off their paper work before they are
assigned another call).
6. After you have entered all Agent details, select theCreate-Agentfrom the menu bar. The Add
Agent Window appears prompting you withYesorNo.SelectYesor press
Alt Ywill add to the
agent list and return to the Add Agent Window. If there is no more entry, press
Escor click on the
close box to exit the Add Agent Window.
7. If you wish to change or delete an Agent entry from the sub-group, highlight it and press
Enteror click
on it with the mouse. The Edit Agent Setup window appears, and provides two options on the menu
bar,Up-DateandDelete.After changing the agent information, selectUpdateor press
Alt U.
The Update Agent Information window appears withYesandNooption. SelectYesor press
Alt Y
saves the changes made. The Edit Agent Setup window and the Update Agent Information window
closes automatically. SelectNoor press
Alt Ycloses the Update Agent Information window and
returns to the Edit Agent Setup window.
Note: PressEnterto move the cursor from theAgent Group Nameto the Agent  in the
scrollable area.
8. If you wish to delete the agent from the sub-group, click on theDeleteoption or press the
Alt D
key. The Delete agent from sub-group window appears. SelectYesor press theAltYto delete the
agent from the Agent Group list. The Delete agent from sub-group window and the Edit Agent Setup
window closes automatically.
9. After entering all agent information, selectSave-To-Diskon the menu bar or press
Alt S.The Save
Agent Group window appears withYesandNoprompt. SelectYesor press
Alt Ysaves all
information to the hard disk and closes the windows automatically. SelectNoor press
Alt Ncloses the
Save Agent Group window and returns to the Agent Group Window. Press
Escor click on the close
box to exit.
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3-18 Programming The QuickQ System 
						

							Configuring the Line Group-Setup
During installation, the technician assigns the lines to different Subgroups e.g. local lines will be grouped
in one Subgroup and In wats lines will be grouped into another Subgroup.LineGroup-Setupis
used to set up various parameters for the line groups. It provides end users flexibility of assigning
different messages and priority levels to the different Subgroups. Use thisLineGroup-Setup
procedures to configure parameters for the installer-assigned line groups
1. SelectLine Group-Setupfrom the menu bar, and select one sub-group from the drop-down
menu. The Line Group window opens with the title of the line group in the title bar (Figure 3-16). If
the selected Line Group does not exist, the Add Line Group Window appears. Select Yes or Press Alt
Y to create a Line Group and the Line Group Window appears.
Note:If you open a non-existing Line Group b by mistake,always select
Noor pressAlt N. Once
you create a new Line Group,it cannot be removed-lf the line Group created will appear
on aIl Line Group reports. However, this will not affect normal operation.
2. To change the name of the line group, highlight the Line Group Name box and begin typing.
Note: If you are using the keyboard, use the
Tabkey to move from field to field and you are
using the mouse, click on the field you wish to work with.
3. You can specify which messages (16 available messages)the system will use. If all agents are busy,
the first message offers an introductory message and put customers on hold. The second message
reassures customers that an agent will be with them shortly. The default is messages I and 2
respectively.
4. The system plays the night message whileQuickQis in night mode, and disconnects the caller at the
end of the message. The default for &s message is 3.
5. The system plays the special message in unusual circumstances and disconnects the caller at the end
of the message. Special message can be used in emergency situations such as power failure, bomb
threat if the office has to close early. When the system switches to night mode, the special message or
system switch automatically changes to night message.Figure 3-16. Line Group Window
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							6. The First Message Intercept Delay is the time between whenQuickQanswers the call and plays the
first message to the caller since all agents are busy. Enter this time in minutes and seconds (default
equals 10 seconds).
7. The Music interval is the time between messages(between the first and second. and between repeats of
the second message). Enter this time in minutes and seconds (default equals 30 seconds).
8. Establish the line group priority.  Click on the arrow icon or press Enter to open a drop-down menu.
Use this menu to choose a priority level (01 is the highest priority and 04 is the lowest priority).
Priority lines are usually assigned to in wats lines to cut down long distance cost.
9. When you have finished setting the parameters, save your changes by selecting the save-To-Disk
option from the menu bar. The Save Line-Group Changes window appears.  Select
Yesor pressAft Y
to save and close the windows.
Understanding the Messages
TheQuickQsystem can store up to 16 messages. The Message window (refer toSetting Announcement
Titleson Page 3-9) allows you to view the length and number of these messages. You can enter a
description to label each one if you wish.
The Current setting shows the length of the message in minutes and seconds. The Limit setting shows the
time available for the message.QuickQallows a total of 320 seconds of message recording time.
If you plan to frequently change the messages, record a blank message with enough recording time for
future changes. Refer to the discussion titledRecording Announcement Message and Playbackin the
QuickQoperation section of this guide for message recording and playback information.
Management Information
QuickQprovides both real time and historical statistical information on the performance of the call center.
Supervisors can selectManagement Info. from the menu bar and a drop down menu with the
following 5 options appears:
·Real Time-Setup
·Real Time
·Historical
·Current
·Configuration
Refer to Section 5, Management Information for further details.
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							System-Backup
TheQuickQautomatically stores all Programming changes and Statistical Data to the P.C.’s hard disk.
The System - Backup option provides a method to back-up data, onto floppy disk. This ensures safe
storage of the Digital Announcement Messages, the Configuration Parameters and the Statistical Reports.
It is a good practice to always back-up an), changes to messages and configuration programming-, thus.,
protecting against interruptions in power, hardware failures and inadvertent deletion of information,
QuickQ is equipped with sufficient memory to store several years of Statistical Reports. However,
Statistical Reports should be backed-up every 3-4 months. Delete all unwanted reports and save to floppy
disk important data for storage. This will ensure optimum efficiency of the hard disk, protect important
data and ensure the hard disk has sufficient space to store future data.
Announcement Backup
To back up the messages, perform the following procedure-
1. SelectSystem-Backupfrom the Manager Window main menu and a drop down menu with the
following three options appears:
Announcement Backup
Configuration Backup
Stats Backup
2. Select A n n o u n c e m e n t B a c k u p and the Message Backup and Restore window appears (refer
to Figure 3-17).
Figure 3-17. Message Backup and Restore Window
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							3. Use the Backup button to send the current DVA messages to the floppy disk. The Restore button
retrieves the DVA messages from the floppy disk to the hard drive.
Note: Use the
Tabkey to move from the Backup button to the R e s t o r e Button. The messages
are backed up to the 3.5–inch.floppy disk drive in the DVA, not the floppy disk drive in
the call processor-Install the correct floppy disk in the DVA drive before you start a
backup or restore action.
Configuration Backup
1. SelectConfiguration Backupon the System-Backup pull down menu. The System Program
Back-up/Restore window appears. Refer to Figure 3-18.
2. Select the B a c k up button to send the current System Programs to the floppy, disk. The Back up to
Floppy window appears with Yes and No option. To initiate the backup process, press
Alt Yor use
your mouse to click on
Yes.
3. To restore System Programs, select the Restore button. The Restore Window, appears with two
options: Continue and Cancel. Selectingcontinueresets the system before the data is restored. Figure 3-18. System Program Back-up/Restore Window
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							Stats Backup
1. SelectStats Backupfrom theSystem-Backuppull down menu, the Report
Back-Up/Clean-Up window appears. Refer to Figure 3-19.
2. Use the
Tabkey to move from theCancelbutton to theBackupbutton. SelectCancel
exits this function and closes the Report Back-Up/Clean-Up window. When selectingBackup, the
Report Backup/Cleanup window appears. Refer to Figure 3-20. Select theContinuebutton to
initiate the Report Back-Up function. Refer to Appendix E, Backup Utility section for details.Figure 3-19. Report Back-Up/Clean-Up Window
Figure 3-20. Report Backup/Cleanup Confirmation Window
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