Comdial QuickQ Automatic Call Distributor Instructions Manual

October, 02 Comdial 3
QuickQ System Manager’s Guide
•  Telephone Agents.
The System Manager is directly responsible for the day-to-day operation and maintenance of the 
ACD center. 
 In smaller systems, the System Manager’s task may be combined with the Group Super-
visor’s responsibilities. The System Manager can monitor the overall performance of the ACD center 
and has several responsibilities including the following items:
•  Control of systems configuration, such as the number of groups and overflow...

Introducing The  QuickQ ACD System
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1.  QuickQ cannot support more than two DVA01 units.
2.  You must record four messages and they must be assigned to message numbers 1 through 4 in 
QuickQ which correspond to 44 through 47 in the Digital Communications System. These mes
-
sage numbers are reserved for QuickQ. You must record all four messages even if you are not 
using them all.
3.  QuickQ cannot support both DVA16 and DVA01 at the same time.
4.  You must control all DVA01...

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QuickQ System Manager’s Guide
When an alarm condition is met, the color wallboard either displays a scrolling message or it shows the 
display parameters in red. 
 The audible alarm (buzzer) will also sound, if that option is programmed.
Figure 1-1  Wallboard Display
Text Mode
A total of 32 messages can be stored in the QuickQ message library.  Each message can contain a 
maximum of 70 characters with up to six parameter tokens (see Table 3-1). 
 A parameter token is a 
two-letter...

Introducing The  QuickQ ACD System
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Parameters are the only kind of displayed information that can be over-written.  All other messages 
will remain on the wallboard until their preset duration expires. 
 Not until then will another set of mes-
sages appear on the wallboard.
1.6  Describing QuickQ System Features
1.6.1  ANSWER BIN
An Answer bin is the length of time between when a call arrives in the queue and when it is answered 
by an Agent. There are six answer bins in the system....

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QuickQ System Manager’s Guide
1.6.5  DELAY ANNOUNCEMENTS
Delay announcements are important money-saving features that help keep the queue working in an 
efficient manner. 
 Since telephone traffic is random, there will be occasional bursts of calls to any 
ACD. 
 Such sporadic increases in volume may force callers to wait for connection longer than they 
would like. 
 By recording delay announcements (such as, Hello you have reached XYZ Company.  All 
of our operators are busy at...

Introducing The  QuickQ ACD System
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The recording medium is a random access memory (RAM) chip; however, a cassette tape was used in 
the following figures to illustrate for you the recording technique you can use to create buffers. These 
buffers allow you to replace messages with new ones of longer length without disturbing other stored 
messages.
Figure 1-3  Typical Recording Technique
1.7  Management Information System (MIS) Reporting
The QuickQ system provides both real time and...

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QuickQ System Manager’s Guide
Historical information is described in details in Section 5 under the heading Selecting Historical 
Reports.
1.7.1  DESCRIBING QUICKQ AGENT FEATURES
Account Codes
The system can provide a table of account codes arranged so that a unique number corresponds to a 
specific call type (for example, call content, product type, and so forth). For example, a software help 
desk may wish to use account codes to categorize its calls as follows:
Agents can enter...

Introducing The  QuickQ ACD System
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Wrap-up Time
Immediately after he or she terminates a call, the system places that Agent’s telephone into the wrap-
up mode. During this wrap-up time, the agent will not be presented any calls. 
 Usually the Agent will 
take this time to finish any paperwork associated with the call just completed. 
 The  Group Supervisor 
programs the wrap-up time for each individual Agent. 
 Experienced Agents may require less time to 
wrap up a call than less...

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QuickQ System Manager’s Guide
Manual Answer Mode
An Agent in manual answer mode chooses to answer the incoming call or to reject it using the inter-
active buttons on his or her telephone.
Overflow Group
The overflow group is a secondary group of Agents to whom the system will direct calls after the 
overflow threshold time-out occurs (default is 3 minutes, 30 seconds). The overflow group allows 
agents in more than one group to handle calls. By handling calls from other groups,...

Introducing The  QuickQ ACD System
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Call Screen Mode
This mode of call routing sends all calls to the digital voice announcer.  Callers hear the complete 
initial delay announcement before their call is directed to an Agent. 
 Usually the message is used to 
provide the caller with certain information (promotional information or instructions such as “Please 
have your credit card number ready”) prior to talking to an Agent.
Notes