Comdial QuickQ Automatic Call Distributor Instructions Manual

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QuickQ System Manager’s Guide
1.  PROGRAMMING QUICKQ
This section describes programming procedures for the QuickQ system manager and for the QuickQ 
group supervisor. All programming is accomplished at a QuickQ system console using a Windows95 
or WindowsNT operating system. As a system manager or group supervisor, you will do all of your 
programming by pointing and clicking objects on the console’s screen using a mouse. If you are not 
familiar with using a mouse in a...

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1.1.2  PROGRAMMING QUICKQ WITHOUT A PROTECTION KEY
You can program QuickQ without a protection key. QuickQ version 4 software will operate for approx-
imately one hour without a software key installed.
1.1.3  PROGRAMMING QUICKQ FROM ANOTHER PC THROUGH NETWORKING
QuickQ managers or supervisors who are working on a network connected to the QuickQ server can 
program features and run reports from his or her personal computer, called a client. All that is required...

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QuickQ System Manager’s Guide
3.  Click on OK to close the Sign-In window and open the main Manager window.
Figure 1-2  Main Screen
1.3  Enabling the Toolbar and Status Bar
Click on View in the menu bar or press Alt V. A pull-down menu with the Toolbar and Status Bar 
options appears. A small check mark adjacent to each one of these options is displayed whenever that 
option is enabled. Place the pointer on the option name and click to toggle the option on or off. When 
the option...

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1.4.1  SIGNING OUT AND EXITING QUICKQ
Click on Level to get the level pull-down menu. Click on Sign-Out & Exit to exit QuickQ and return 
to the WindowsΝΤ desktop.
1.5  Manager Programming
From the main manager window, you can program the QuickQ features described on the following 
pages.
1.5.1  ENTERING YOUR COMPANY’S DATA
Figure 1-3  QuickQ Company Window
Register your company’s name and address in the QuickQ system’s company window.
•  You can enter a maximum...

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QuickQ System Manager’s Guide
1.5.2  ACTIVATING A GROUP
In QuickQ you can set up a total of 16 Groups, with up to four Line Groups in each Group. Each Group 
is independently programmed with different agents, modes of operations, and overflow settings. When 
a Group is further divided into different Line Groups, each Line Group will be assigned separate 
announcements, priority levels, and statistics. To change the Group Status in the Active Group 
window, highlight the Group and...

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In The Activate Group Properties window:
1.  Click on the Activated check box to enable the group. A check mark indicates the group is 
active.
2.  Enter Group Name in up to 7 characters. 
3.  Changes made in this window reflect in the technician level’s Activate Group dialog box. 
4.  All combo boxes displaying the Group are also updated. 
NOTE: When a group is activated, the system creates agent group automatically since a minimum of 
one agent group is...

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QuickQ System Manager’s Guide
1.5.5  SETTING THE INTERGROUP OVERFLOW
An overflow group is a secondary group of agents to whom QuickQ will direct calls, which has 
exceeded the overflow threshold time. Overflow programming is defined separately with four levels 
for each activated group.
To change the settings of an overflow group:
1.  Highlight the group in the Intergroup Overflow window. Only the active groups are shown in the 
window.
Figure 1-7  Intergroup Overflow Window 

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2.  Select Properties to access the Intergroup Overflow Properties window. 
Figure 1-8  Properties Menu
3.  Click on the down arrow and select the options you wish to apply for each overflow level. 
4.  Only the active groups are listed for each overflow level.
5.  If the technician has set up an Overflow extension, it will be listed as an option for Overflow 
Group in Level 4. In this way, you can program the system to send callers to an extension when 
all...

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QuickQ System Manager’s Guide
NOTE:  Account codes, which are set up here, are used system wide.
Figure 1-9  Account Code Setup
1.5.7  ARRANGING THE STAT BINS
Answer Time Bins are for monitoring the number of calls that are answered within a user-defined 
period. Statistics collected will reflect the duration callers are put on hold prior to being answered by 
an available agent.
Abandon Time Bins are for monitoring the number of calls that are abandoned within a user-defined...

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4.  There is no need, however, to set each Time Bin in equal intervals. Just set them to suit your 
analysis requirements.
Figure 1-10  Statistic Bins
1.5.8  CONTROLLING THE WALLBOARDS
Each of the 16 wallboards is listed with its current settings in the Wallboard window. Refer to Figure 3-
13.  To setup a new wallboard or to change wallboard parameters, highlight the wallboard number and 
click Properties.