Comdial Quick Q Automatic Call Distributor User Guide

							Set End
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 End 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.
Set Path
You will not need to use this option, it is intended for future expansion and is not required in this release
of the Backup Utility.
Info
This option provides a window which shows the Start and End Dates (if they have been set) spelled out
with the names of the day and the month so that you can see exactly which two dates you have entered.
It also shows how many days there were between the two dates, so you can see how many days worth of
data would be affected by a Backup or Delete action.
Quit
The Quit option from the main menu causes a sub-menu with two options on it to appear. These two
options areRemainandQuit.
Remainwill keep you in the Backup Utility (in case you have selected Quit from the main menu in
error), and theQuitoption will leave the Backup Utility, and the ACD system will re-start.
Note: Remember to put the Norstar back into the Normal service mode once the ACD system
has reset itself, and if it is during your normal working hours, instruct your Agents to log
back in.
GCA70-271Appendix
A–17 
						

							Index
A
Abandoned Bin ........................................................1–4
Account Code Setup Window .............................. 3–11
Account Codes, Assigning ................................... 3–10
Account Codes ........................................................1–6
Add Agent Window ............................................. 3–17
Agent Features, Describing The ..............................1–6
Agent Group Window .......................................... 3–16
Agent Group-Setup, Configuring the ................... 3–16
Agent Monitoring ....................................................4–8
Agent Operation ......................................................4–3
Alarm Threshold......................................................1–7
Announcement Messages,
Recording And Playing Back ..................................4–7
Announcement Titles, Setting .................................3–9
Answer Bin ..............................................................1–4
Answer Time bin Window ................................... 3–12
Answering Automatically .......................................4–3
Answering Manually ...............................................4–3
Appendix A ............................................................A–1
Appendix B.............................................................A–3
Appendix C.............................................................A–5
Appendix D ..........................................................A–11
Appendix E ........................................................... A-13
Arranging The Stat-Bins ...................................... 3–12
Assigning Account Codes .................................... 3–10
Automatic Answer Mode ........................................1–7
Automatic Day-to-Night Mode ...............................1–7
Automatic Night-to-Day Mode ...............................1–7
B
Becoming Familiar With Conventions
Used in This Guide .............................................1–1
Busy, Make Your Telephone ..................................4–4
C
Call Center Staff, Organizing The ..........................1–3
Call Handling, Priority ............................................1–8
Call Processor ..........................................................1–3
Call Queuing............................................................1–4
Call Screen Mode ....................................................1–8
Calls Waiting Indication..........................................1–6
Changing The Mode Of Operation .........................4–6
Clicking (Selecting an Item) ..................................A–1
Clock, Synchronizing the ........................................3–7
Close Box ...............................................................A–2
Company Name, Setting The ..................................3–5
Components, Describing The System .....................1–3
Configuring the Agent Group-Setup .................... 3–16Configuring the Line Group-Setup .......................3–18
Configuring The Group .........................................3–14
D
Day-to-Night Mode, Automatic ..............................1–7
Defaults ...................................................................3–1
Delay Announcements ............................................1–5
Describing
QuickQAgent Features .................. 1–6
DescribingQuickQGroup Features ................. 1–7
DescribingQuickQSystem Features ................ 1–4
Describing The System Components ......................1–3
Digital Voice Announcer ........................................1–3
Dragging (Moving a Window)...............................A–1
E
Edit ID and Password Window ...............................3–6
Even Distribution ....................................................1–4
F
Features, Describing The Agent..............................1–6
Features, Describing The Group .............................1–7
Features, Describing The System............................1–4
G
Group 00 System Selection .....................................3–5
Group, Configuration ............................................3–14
Group Features ........................................................1–7
Group Layout / Worksheet .....................................A–5
Group Levels, Programming .................................3–13
Group Setup Window............................................3–15
Group Supervisor, Programming By ....................3–14
H
I
ID and Password......................................................3–3
Intergroup Overflow, Setting the ............................3–8
Intergroup Overflow Window.................................3–8
Introducing TheQuickQSystem.............................1–1
L
Line Group Window .............................................3–18
Line Group-Setup, Configuring the ......................3–18
List Of System Groups ..........................................3–13
Log-in / Log-out ......................................................1–6
Logging In and Out ofQuickQ...............................4–1
GCA70-271Index
I–1 
						

							M
Make Set Busy.........................................................1–6
Make Your Telephone Busy ...................................4–4
Management Info. ................................................... 5-1
Management Information System Reporting ..........1–5
Manual Answer Mode .............................................1–7
Message Window ....................................................3–9
Messages, Understanding the ............................... 3–19
MIS Reporting .........................................................1–5
Monitoring the Agents ............................................4–8
Mouse and Keyboard, Using ...................................2–1
Mouse, UsingQuickQWith a ................................A–1
N
Night-to-Day Mode, Automatic ..............................1–7
O
Operating As A Supervisor .....................................4–6
Operating As An Agent ...........................................4–3
Operating TheQuickQSystem ...............................4–1
Organizing The Call Center Staff ...........................1–3
Overflow Group ......................................................1–8
Overflow Threshold ................................................1–8
P
Performing Initial Sign In .......................................3–2
Performing the Group Programming ................... 3–13
Preparing System Layout / Worksheets ..................3–2
Preparing The Group Layout / Worksheet ........... 3–14
Priority Call Handling .............................................1–8
Programming Group Levels ................................. 3–13
ProgrammingQuickQ............................................ 3–1
Programming The System Level Configuration .....3–2
R
Re-size Edges .........................................................A–2
Real Time Parameters, Selecting The .....................5–2
Recording And Playing Back
The Announcement Message .............................4–7
Redirect Threshold ..................................................1–8
Report, Selecting The Main Report Screens ...........5–5
Reports, Viewing the Real Time .............................5–1
Reporting, MIS ........................................................1–5
Reports, Selecting Current ......................................5–5
Reports, Selecting The Historical............................5–4
Reports, Selecting The Real Time...........................5–1
Reports, Viewing Typical MIS ...............................5–7
Requesting Help ......................................................4–4
Reviewing The Programming Roadmap ..............A–11
S
Scroll Bar ................................................................A–2Selecting Current Reports .......................................5–5
Selecting Historical Reports....................................5–4
SelectingQuickQMIS Reports ...............................5–7
Selecting The Main Report Screens ........................5–5
Selecting The Real Time Parameters ......................5–2
Selecting The Real Time Report .............................5–1
Setting Announcement Titles ..................................3–9
Setting the Company Name ....................................3–5
Setting the Intergroup Overflow .............................3–8
Setting the Time and Date .......................................3–7
Setting Up The System............................................3–5
Sign In, Performing Initial ......................................3–2
Sign In Window ......................................................3–2
Signing In As A Group Supervisor .......................3–14
Stat-Bin, Arranging The ........................................3–12
Supervisor Operation ..............................................4–6
Supervisor Sign In Window ....................................3–3
Synchronizing the Clock ......................................... 3-7
System Features.......................................................1–4
System Layout / Worksheet ...................................A–3
System Level Features, Understanding...................1–4
System, Operating TheQuickQ..............................4–1
System, Setting Up The...........................................3–5
System Startup, Understanding ...............................3–1
T
Telephone Extensions .............................................1–3
Time and Date, Setting the ......................................3–7
Title Bar..................................................................A–2
Transferring Calls In Or Out OfQuickQ................4–5
U
UnderstandingQuickQ..................................... 1–2
Understanding System Startup ................................3–1
Understanding the Messages .................................3–20
Understanding This Guide ......................................1–1
UsingQuickQWith a Mouse .................................A–1
Using the Mouse and Keyboard ..............................2–1
V
Viewing The Current Call Statistics .......................4–9
Viewing The System Manager
Real Time Report ...............................................5–1
Viewing The Supervisor’s
Real Time Report ...............................................5–3
Viewing Typical MIS Reports ................................5–7
W
Window Graphic inQuickQ................................. A–2
Worksheet, Group Layout ......................................A–5
Worksheet, Preparing System Layout.....................3–2
Worksheet, Preparing The Group Layout .............3–14
Worksheet, System Layout ....................................A–3
IndexGCA70-271
I–2 
						

							Wrap-up Time .........................................................1–6
Wrapping Up A Call ...............................................4–3
Z
Zoom Box ...............................................................A–2
GCA70-271Index
I–3 
						

							This manual has been developed by Comdial Corporation (the
“Company”) and is intended for the use of its customers and service
personnel. The information in this manual is subject to change
without notice. While every effort has been made to eliminate errors,
the Company disclaims liability for any difficulties arising from the
interpretation of the information contained herein.
The information contained herein does not purport to cover all details
or variations in equipment or to provide for every possible
contingency to be met in connection with installation, operation, or
maintenance. Should further information be desired, or should
particular problems arise which are not covered sufficiently for the
purchaser’s purposes contact, Comdial, Inside Sales Department,
P.O. Box 7266, Charlottesville, Virginia 22906.
ii 
						

							Printed in U.S.A. ................................................................................ ........................................ ........................................ ........................................ .............GCA70-271.04
8/95
Charlottesville, Virginia 22901-2829
R
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