Comdial Quick Q Automatic Call Distributor User Guide
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Line Group Setup Note - Space is provided on the next page for the Scripting of messages Grp 01 Grp 02 Grp 03 Grp 04 Group Name First Message # Second Message # Night Message # Special Message # Message Delay Music Interval Priority Management Information Real Time Parameter Setup Incoming Call Parameter Time Outgoing Call Parameter Time Busy Call Parameter Time GCA70-271Appendix A–7
Message Scripts Line Group 01 First Message Second Message Night Message Special Message Line Group 02 First Message Second Message Night Message Special Message AppendixGCA70-271 A–8
Line Group 03 First Message Second Message Night Message Special Message Line Group 04 First Message Second Message Night Message Special Message GCA70-271Appendix A–9
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Appendix D Reviewing The Programming Road Map Start-up Screens Sign-In ID # XXX Password XXX Technician’s Screens System Setup QuickQ Master Setup Master Extension Master 2 Extension QuickQ OAI Key Code QuickQ Line Setup Name Group Subgroup Line No. Voice Port Config. Voice Port No. Station Type Printer Setup Printer Type Other Epson LQ HP Laser HP DJ 500 HP DJ 550C Printer Port LPT 1 Integration Setup External Overflow Password Old Password XXX New Password XXX Diagnostic QuickQ Status Agent Status Scan Line Status Scan Voice Port Status Scan System Manager’s Screens System Setup Company Name ID Password Group Name XXXXXXXX Supervisor Name XXXXXXXX ID # XXX Password XXX Time/Date Date dd-mm-yyyy Time HH:MM Group Programming Group 01-16 (link to group supervisor screens) Intergroup Overflow Group 01-16 Level 01 Level 02 Level 03 Level 04 Announcement Message Message 1-16 Description Current Time MM:SSLimit Time MM:SS Backup Account Code Starting Number Range X Account Code XXX Description System Backup Stat Bin Answer Bin Time Bin 1 MM:SS Time Bin 2 MM:SS Time Bin 3 MM:SS Time Bin 4 MM:SS Time Bin 5 MM:SS Time Bin 6 MM:SS Abandon Bin Time Bin 1 MM:SS Management Info. Real Time System Agent Status System Line Status Historical Current Hourly Report Type Answer Bins Abondon Bins Incoming Calls Total Time Average Time SystemCcapacity Traffic Analysis Account Code Report Format Numerical Graphical Note Print Daily Report Type Answer Bins Abondon Bins Incoming Calls Total Time Average Time SystemCcapacity Traffic Analysis Account Code Report Format Numerical Graphical Note Print Configuration Group System Technician Print Group Supervisor’s Screens Group Setup Overflow Threshold MM:SS Redirect Threshold MM:SS Alarm Threshold MM:SS Alarm Threshold Calls in Queue Priority Override MM:SS Call Screening Yes No Automatic Force Call Yes No Manual Answer Yes No Day To Night Mode Yes NoTime For Day To Night Mode HH:MM Agent Group–Setup AgGp_01 AgGp_02 AgGp_03 AgGp_04 Agent Group Name XXXXXXXX Agent Name XXXXXXXX ID # XXX Password XXX Priority 01-04 Wrap-Up MM:SS Line Group Setup LnGp_01 LnGp_02 LnGp_03 LnGp_04 Line Group Name XXXXXXXX First Message X Second Message X Night Message X Special Message X First Message Delay MM:SS Music Interval MM:SS Line Group Priority 01-04 Management Info Real Time Setup Incoming Call Parameter MM:SS Outgoing Call Parameter MM:SS Busy Call Parameter MM:SS Real Time Traffic Activity Agent Activity Traffic Status Service Status Agent Status Historical Current Hourly Report Type Waiting Time Abandon Call Incoming Call Agent Activity Average Time System Capacity Report Format Numerical Graphical Note Print Daily Report Type Waiting Time Abandon Call Incoming Call Agent Activity Average Time System Capacity Call Profile Account Code Report Format Numerical Graphical Note Print Configuration Group Print GCA70-271Appendix A–11
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Appendix E Backup Utility What is it? The Backup Utility allows you to make security Backup copies of the statistical data (i.e. the report files) gathered by the ACD. These copies are made to standard 3.5 high-density floppy disks. Once these Backup copies have been made the Backup Utility can then be used to Delete the old copies of these files from the Hard Disk of the ACD. Why should you use it? As well as providing a measure of security for your data, using the Backup Utility will free up space for the ACD to re-use, and will prevent the ACD from slowing down due to congestion of the Hard Disk with old files. How often should you use it? Typically, you should use the Backup Utility at least once every three months. How Do You Use it? There are three simple steps. You must tell the system which period you wish to Backup or Delete from. For example you might wish to work with last months files, or the previous quarters files, or files from any arbitrary period, such as the 15th of January to the 15th of March. You then tell the Backup Utility which file types you wish to work with: these may be the Hourly, the Daily, the Weekly or the Monthly files, or all of them. You then tell the Backup Utility to either perform a Backup or a Delete on those files for that period. Using the Backup Utility Running the Backup Utility The Backup Utility is accessed as follows. Sign in at the ACD Call Processor as the System Manager, and then select the System Backup option from the menu bar. A menu with two options on it will appear. Select the Report Backup option. (diagram 1 - acd system manager screen with report menu) A dialogue box will appear with two buttons on it. If you select the one marked Cancel the dialogue box will close and nothing will happen. If you select the button marked Backup a further, smaller dialogue box will appear, with buttons marked Continue and Cancel. (diagram 2 - acd system manager screen, with dialogues) GCA70-271Appendix A–13
Selecting the Cancel button will take you back to the previous dialogue box. Contineu will close down the ACD and will start the Backup Utility Program. Note: The ACD will cease to function whilst you are using the Backup Utility - make sure you are certain that you want to close down the ACD operation before you go to the Backup Utility, and remember to invoke the Norstar BACKUP service mode. When the Backup Utility starts you will see the screen change to display the following. (diagram 3 - Backup Utility welcome screen) Press any key or click the left mouse button to remove the welcome window, and to make the menu at the top of the screen appear, as shown below. (diagram 4 - Backup Utility main menu) The Backup Utility Help System The Backup Utility contains help screens that can be accessed at any time by pressing the F1 key. This will cause a help screen to appear that will either describe the operation you are currently performing, or the currently highlighted menu option. Help screens can be closed by pressing the Escape key. (diagram 5 - help screens) You can also select the Help menu option from the main menu to access the Help system menu, where you will find help on the help system istelf, on how to use the menus and how to use the mouse. Selecting and using menu options in described in the next section. Interacting with the Backup Utility You interact with the Backup Utility in the same manner as you do with the rest of the ACD system - you can use the keyboard or the mouse, or a mixture of both. When you move the mouse around the mouse mat a block will move over the screen. This is the mouse cursor. To select a menu option for example, you would position the mouse cursor over the option you wish to use and then click the Left mouse button. To use the keyoard you can move the highlight bar along the menu by pressing the Left or Right Arrow keys to highlight the option you wish to use, and then press the Enter key to activate it, or you can just press the letter which is highlighted in yellow for each option. So, to access the File Type menu option,you could just press the F key on the keyboard. Some menu options lead to other, smaller menus, like the Help option or the Quit option. To leave a sub-menu like these and to return to the previous menu, you can either press the Escape key, or, with the mouse cursor positioned on the menu line, press the right mouse button. AppendixGCA70-271 A–14
The Backup Utility Main Menu Options Backup Before you can use the Backup option you must first tell the Backup Utility which type of Data Files you wish to Backup and also the Start Date and End Date of the period in which you wish to carry out the Backup. When you have done that and then selected the Backup option the system will check which files are going to need to be copied, and will tell you how many disks you are going need. Note: The disks that you use must be 1.44 Megabyte Hi-density disks, and they must be formatted. You can either buy the disks and format them yourself if you have access to a PC, or you can buy ready formatted disks. The disks must be blank—that is, containing no previous data or files. You will be prompted to enter each disk as they are required. The data files are put onto the disks in sub-directories, called BACK001 on the first disk, BACK002 on the next, and so on, for as many disks as it takes. You should label and date each disk as you remove it from the disk drive. (diagram 5 - Backup Utility showing the user how many disks they are going to need) Delete Before you can use the Delete option you must first tell the Backup Utility which type of Data Files you wish to delete and also the Start Date and End Date of the period you wish to delete files in. When you have done that and then selected the Delete option the system will check which files are going to be deleted, and will tell you how much disk space you will recover by deleting them. Note: Make sure you are CERTAIN that you wish to delete the files before you do so - once they have been removed, if you haven’t already made Backups of them, they will be gone forever! Help This option leads to a further menu offering access to Help screens on the Help system itself, the use of the Backup Utility menus and the use of the mouse. Set File Before you can use the Backup or Delete options, you must first tell the Backup Utility which type of Data Files you wish to work with, and also the Start Date and End Date of the period in which you wish to carry out the Backup or Delete operation. If you select this option, you will be presented with a “popup menu”. On the menu will be the file types you can choose from. There is also an option labeledAll Data Fileswhich will cause the Backup or Delete operation to work with all files of all types, and there is an option labeledAll (Not Hourly). Note: Many users wish to set a Start date and an End Date and to then Backup all of the files from that period apart from the hourly ones, but wish to Delete all of the files in that period once the Backup is completed. The All data Files and the All (Not Hourly) options allow you to do this easily. GCA70-271Appendix A–15
To select an option from the popup menu, you can either highlight the option using theHome,EndandUp andDownArrow keys and then pressEnter, or you can use the hotkey method. The hotkey method allows you to choose an option by pressing the keyboard character which corresponds to the highlighted (yellow) letter in the option of your choice. TheEsckey will close the popup menu without making a new selection. Once you have selected a file type, it will be displayed on the bottom border of the main window. The File Type that you pick dictates which files are operated on by the next Backup or Delete operation. Once a File Type has been selected, it will stay set until you change it again. This means you can set the Start and End Dates, set the File Type and then do a Backup and then do a Delete with the same settings. If you pick All Files, data files of all type (Hourly, Daily, Weekly and Monthly) are operated on at once, if you pick All (Not Hourly) the files types operated on will be the Daily, the Weekly and the Monthly files only. Note: If Weekly or Monthly files are going to be included in the Backup or Delete operation, the Start Date must be the 1st of a month and the End Date must be the last day in a month (but the Start Date and End Date do not need to be in the same month, so 1/09/1994 and 31/10/1994 is a valid period). This applies to the All Files setting too, as the All Files setting includes the Weekly and Monthly data files automatically. Set Start Before you can use the Backup or Delete options, you must first tell the Backup Utility which type of Data Files you wish to work with, and also the Start Date and End Date of the period in which you wish to carry out the Backup or Delete operation. You enter the Start Date for the work period in the format DD/MM/YYYY, so that February 1st 1994 would be entered as 01/02/1994. Dates are checked as they are entered to make sure that you haven’t asked for the 32nd of a month, or a date next year and so forth. Once you have set the Start Date and the End Date you can use them repeatedly. They stay set until you change them. This means you can set the two dates and say, Backup the Hourly Files, then do a Delete on the Hourly Files in the same period, then do a Backup on the Daily Files and then Delete those too, all with one setting for the Start and End Dates. Note: You can’t enter a date in the current month, only full elapsed months can be worked on. Also, if you want to work with Weekly, Monthly or All Files the Start Date MUST be the first day in a month. AppendixGCA70-271 A–16