Comdial QuickQ Automatic Call Distributor Instructions Manual

QuickQ Automatic Call Distributor
System Manager’s Guide
For Windows NT
®  and Windows 2000® Operating Systems 

Comdial October, 02
Comdial® strives to design the features in our communications systems to be 
fully interactive with one another. However, this is not always possible, as the 
combinations of accessories and features are too varied and extensive to 
insure total feature compatibility.  Accordingly, some features identified in this 
publication will not operate if some other feature is activated. Comdial 
disclaims all liability relating to feature non-compatibility or associated in any 
way with...

Oct 02 Comdial i
TABLE OF CONTENTS
1. Introducing The  QuickQ ACD System  ............................................................................7
1.1 Understanding This Guide  ............................................................................................7
1.1.1 Becoming Familiar With Conventions Used in This Guide  ............................... 7
1.2 Understanding QuickQ  .................................................................................................8
1.3...

ii Comdial October, 02
2.1.1 Preparing System Layout / Worksheets  ............................................................ 19
2.1.2 Programming QuickQ Without A Protection Key  ............................................ 20
2.1.3 Programming QuickQ From Another PC Through Networking  ...................... 20
2.2 Signing In  ...................................................................................................................20
2.2.1 Signing In to the Manager’s Level...

Oct 02 Comdial iii
3.3.2 Answering Manually ......................................................................................... 50
3.3.3  Wrapping Up A Call  ........................................................................................ 51
3.3.4 Making Your Telephone Busy .......................................................................... 51
3.3.5 Requesting Help ................................................................................................ 51
3.3.6 Transferring...

iv Comdial October, 02
4.10.1 Viewing Typical MIS Reports  ........................................................................ 76
Answer Bins Report ...........................................................................................77
Abandon Bins Reports  .......................................................................................78
Incoming Call Report .........................................................................................79
Average Time Report–Total Time Agent...

Oct 02 Comdial v
11.1.3 Upgrading Your System Knowledge  ............................................................ 114 

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October, 02 Comdial 1
QuickQ System Manager’s Guide
1.  INTRODUCING THE  QUICKQ ACD SYSTEM
1.1  Understanding This Guide
This manual will assist you in using your QuickQ automatic call distributor.  It provides a complete 
description of the QuickQ features, a detailed outline of the system configuration, and general 
operating instructions. 
 This manual is one of two manuals that comprise the system documentation
1.1.1  BECOMING FAMILIAR WITH CONVENTIONS USED IN THIS GUIDE
Certain typographical...

Introducing The  QuickQ ACD System
2 Comdial October, 02
Unless otherwise noted, the name Digital Communications System used throughout this manual 
encompasses all three Comdial systems—DXP, DXP Plus, or FX Series.
1.2  Understanding QuickQ
QuickQ is an Automatic Call Distribution (ACD) system designed to handle incoming calls as effi-
ciently and economically as possible.  It answers calls by distributing the workload equally among the 
Agent staff. Typically, QuickQ speed, efficiency and management...