Comdial QuickQ Automatic Call Distributor Instructions Manual

							October, 02 Comdial 105
QuickQ System Manager’s Guide
1.  APPENDIX F
1.1  Understanding Emergency Operations
QuickQ contains built-in protection to minimize operational problems that could occur as the result of 
 system interruptions such as power failures. This appendix outlines actions that QuickQ causes when 
these 
 emergencies occur.
1.1.1  NOTIFYING AGENTS
Whenever normal operation is interrupted, QuickQ notifies all of the active (signed-in) agents for five 
seconds. The message, System Rebooting is displayed on each agent’s display telephone along with an 
audible tone.
1.1.2  REBOOTING THE QUICKQ SYSTEM
Within the first 10 seconds, the System Manager can reboot the system manually. After 10 seconds of 
idling, following a system interruption, the system will reboot itself automatically. Rebooting normally 
takes a maximum of two minutes.
Note: You cannot reboot directly in QuickQ if you are using a swap file.
The following actions occur during system rebooting:
•  All relevant files are closed.
•  Calls that are engaged with agents will remain connected with those agents.
•  When the system is using DVA01 units, all calls in the ACD queue will be dropped.
•  When the system is using DVA16 units, all calls in the ACD queue will be dropped except those 
that are queued in the music state. Those calls will hear music continuously until they hang up.
•  All Do Not Disturb (DND) conditions will be cleared on the active agents’ telephones. This 
affects DND conditions that are either set manually or automatically. (The system automatically 
sets the DND condition on agents’ telephones during call transferring.)
1.1.3  SIGNING-IN AGENTS
Agents are signed-in automatically up to 30 minutes following a system interruption. Agents will be 
signed-in, in the busy state. If the interruption lasts longer than thirty minutes, the agents are not 
signed-in automatically.
Also, if the automatic day-to-night mode is selected by the group, and the time that the system was 
rebooted is later than the time set for the day-to-night mode to occur, agents are not signed-in automat
-
ically.
1.1.4  PRINTING SCREEN INFORMATION
At the time the system operation is interrupted, the system registers along with other information is 
written to the screen directly. The system manager can print this information. 
						

							Appendix F
106 Comdial October, 02
1.1.5  SAVING CALL STATISTICS
All call statistics are saved during a system interruption except for the accumulated current Hourly 
report up to the time of system reboot. For example, if the system is rebooted at 11:30 and the hourly 
call statistics are collected on the hour, then no call statistics are saved for the period from 11:00 to 
11:30.  However, the hourly report will include call statistics for the period from 11:30 to 12:00. 
						

							October, 02 Comdial 107
QuickQ System Manager’s Guide
1.  APPENDIX G
1.1  Detailing Comdial’s Technical Assistance
1.1.1  VERIFYING EQUIPMENT OPERATION
Comdial installation specialists strongly suggest that you temporarily install the equipment and test the 
system operation at your facility before you take it to the permanent installation site. When you do this, 
you ensure that the equipment is operational, and if it is not operational, you give yourself an oppor
-
tunity to correct any problems that exist.
Follow the installation details closely in this manual and double check your work for mistakes. If you 
cannot resolve the operating failure, you may need the technical assistance that Comdial makes 
available.
1.1.2  EXPLAINING THE REPAIR SERVICE
FCC regulations do not permit repair of customer owned equipment by anyone except the manufac-
turer or their authorized agent. Unless specifically detailed, Comdial policy does not warrant its 
equipment as field repairable items.
If the equipment needs repair subsequent to the warranty period, you may return it to Comdial for 
repair. Comdial repair personal will, at their option, either repair the defective equipment or replace it 
with a remanufactured unit. This repair will be done at a fixed charge. For information on this charge, 
call or write to the following address:
Comdial
106 Cattlemen Road
Sarasota, Fl  34232
Attention: Repair Department
Telephone: 1-800-877-4448
When returning equipment for repair, pack it carefully to prevent damage. The purchaser is responsible 
for any damages during shipment. Ship the equipment freight or postage prepaid. The shipping address 
is as follows:
Comdial
106 Cattlemen Road
Sarasota, Fl  34232
Attention: Repair Department 
						

							Appendix G
108 Comdial October, 02
1.1.3  UPGRADING YOUR SYSTEM KNOWLEDGE
From time-to-time, Comdial Engineers will enhance equipment software or add to the hardware capa-
bility. The technical publications personnel document these changes on Technical Advisory Bulletins 
that they make available to you in several ways:
•  you may turn to the appropriate section in your system’s instruction binder and find the TABs that 
are currently available,
•  you may access the web site at http:echannel.comdial.com.
•  In addition to TAB information, the echannel also contains the latest Comdial manuals and 
system software that you can download. 
						

							Index-1
INDEX
A
Abandon Bins Reports 78
Abandoned Bin 12Abandoned Calling Number ID Report 73
Abreviations and Descriptions List 68
Account Code Assignment 26Account Codes 15
Activate a Line Group 40
Activating a Group 23Activating Group Supervisor 24
Activating the Agent Group 39
Adding a New Customer 43Adding, Changing, and Deleting Agents 45
Agent Group Activation 39
Agent Group Configuration 45Agent Monitoring 56
Agent Operation 50
Alarm Threshold (Calls in Queue) 16Announcement Backup 34
Announcement Messages 55
Announcement Restoration 34Announcement Titles 32
Answer Bin 12
Answer Bins Report 77Answer Mode 36
Answering Automatically 50
Answering Manually 50Appendix A 85
Appendix B 87
Appendix C 91Appendix D 103
Appendix E 109
Appendix F 111Appendix G 113
Arranging the Stat Bins 27
Assigning Account Codes 26Automatic Answer Mode 16
Automatic Day-to-Night Mode 16
B
Backing Up Announcements 34Backing Up System Reports 109
Button Abbreviations 58
C
Call Center Staff Organization 8Call Processor 9
Call Queuing 12
Call Screen Mode 18Call Statistics 112
Calling Number ID 41, 53
Calls Waiting Indication 15
Changing the Mode of Operation 54Changing Your Password 31, 41
Changing, and Deleting Agents 45
Comdialís Technical Assistance 113Configuration Reports 74
Configuring Agent Groups 45
Configuring Line Group Announcements 44
Configuring The Day to Night Schedule 38
Controlling the Wallboards 28
Creating a New Wallboard Alarm Threshold 71Creating a New Wallboard Message 67
Creating Wallboard Schedules 72
Current Call Statistics 57Current Reports 64
Customer List 42
D
Daily Reports 65Date and Time Synchronizing 33
Day to Night Schedule 38
Deactivating A Group 24Delay Announcements 13
Deleting a Wallboard Message 70
Deleting Agents 45Describing QuickQ Agent Features 15
Describing QuickQ Group Features 16
Describing QuickQ System Features 12Describing The System Components 9
Digital Voice Announcer 9
Displays For Scout Telephones 58DVA16 Announcement Messages 55
E
Emergency Operations 111
Enabling the Toolbar and Status Bar 21Entering Account Codes 53
Even Distribution 12
G
Group Layout / Worksheet 91Group Layout/Worksheet 35
H
Historical Reports 62
Hourly Report 63
I
Incoming Call Report 79
Introducing The QuickQ ACD System 7
L
Line Group Activation 40Line Group Announcement Configuration 44
Logging In and Out of QuickQ 48
Log-in / Log-out 15
M
Make Set Busy 15Making an Outgoing Call 52
Making Your Telephone Busy 51
Management Infomation 59 
						

							Index-2 Comdial October, 02
Management Information System (MIS) Reporting  14Manual Answer Mode 17
MIS Reports 75
Mode of Operation 54Modes 35
Modes of Operation 35
Monitoring The Agents 56Monthly Reports 66
N
New Customer Addition 43
Notifying Agents 111
O
Obtaining a Detailed Printout 59Operating As a Supervisor 54
Operating As An Agent 50
Operating the QuickQ System 47Organizing The Call Center Staff 8
Overflow Threshold 17
P
Password Change 31Password Changing 41
Preparing the Group Layout/Worksheet 35
Printing Screen Information 111Printout 59
Priority Call Handling 17
Programming Modes of Operation 35Programming QuickQ 19
Programming QuickQ From Another PC Through 
Networking
g 20
Programming QuickQ Without A Protection Key 20
Programming Road Map Review 103Programming the Thresholds 37
Programming Wallboard Messages 67
Programming Wallboard Parameters 30
Q
QuickQ Agent Features 15
QuickQ Displays For Scout Telephones 58
QuickQ From Another PC Through Networking 20QuickQ Group Features 16
QuickQ Introduction 7
QuickQ Login and Logout 48QuickQ MIS Reports 75
QuickQ Programming 19
QuickQ System Feature Description 12QuickQ System Operation 47
QuickQ Telephone Details 47
QuickQ Understanding 8QuickQ Window Graphics 86
QuickQ Without A Protection Key 20
R
Real Time Reports 61
Rebooting The QuickQ System 111Redirect Threshold 17
Repair Service 113
Report Schedule 65
Report, Hourly 63Report, Selecting TheAbandoned Calling Number ID 73
Report, Supervisorss Real Time 62
Reports, Current 64Reports, Historical 62
Reports, QuickQ MIS 75
Reports, Selecting Configuration 74Reports, Selecting Real Time 61
Requesting Help 51
Restoring Announcements 34
Reviewing The DVA16 Announcement Messages 55Reviewing The Programming Road Map 103
Revising a Wallboard Alarm Threshold 72
Revising a Wallboard Message 69Revising the Scheduled Programming for a Selected 
Wallboard Message
llboard Message 73
S
Saving Call Statistics 112
Scout Telephone Displays 58
Selecting Configuration Reports 74Selecting Current Reports 64
Selecting QuickQ MIS Reports 75
Selecting Real Time Reports 61Selecting the Abandoned Calling Number ID Report 73
Selecting the Historical Reports 62
Selecting the Hourly Report 63Selecting the Report Schedule 65
Sending a Wallboard Message 70
Set Up A Customer List 42Setting Announcement Titles 32
Setting The Intergroup Overflow 25
Setting Up a Wallboard 29Setting Wallboard Alarms 70
Signing In 20
Signing In to the Managerís Level 20Signing Out 21
Signing Out and Exiting QuickQ 22
Signing Through to the Group Supervisorís Level 21Signing-In Agents 111
Stat Bin Arrangement 27
Supervisor Help and Monitoring 15Supervisor Operation 54
Supervisor Programming 35
Supervisorís Real Time Report 62Synchronizing the Date and Time 33
System Component Description 9
System Layout / Worksheet 87System Layout / Worksheets 19
System Real Time - Agents 61
System Real Time - Lines 61System Startup 19
T
Telephone Extensions 10
Threshold Programming 37
Transferring Calls In or Out of QuickQ 52
U
Understanding Emergency Operations 111
Understanding QuickQ 8 
						

							Index-3
Understanding QuickQ Window Graphics  86Understanding System Startup 19
Understanding the Messages 13
Understanding This Guide 7Using Calling Number ID 53
Using Management Infomation 59
Using QuickQ With a Mouse 85Using the Calling Number ID 41
V
Viewing The Current Call Statistics 57
W
Wallboard Alarm Threshold Creation 71
Wallboard Alarm Threshold Revision 72
Wallboard Alarms 70Wallboard Control 28
Wallboard Message Programming 67
Wallboard Message, Deleting 70Wallboard Message, New 67
Wallboard Message, Revision 69
Wallboard Message, Sending 70Wallboard Modes Of Operation 10
Wallboard Parameter Programming 30
Wallboard Schedules 72
Wallboard Setup 29Wallboards 67
Weekly Reports 65
Working with Wallboards 67Wrapping Up A Call 51
Wrap-up Time 16 
						

							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 pur-
chaser’s purposes, contact Comdial, Inside Sales Department, Sarasota, Florida  
34232. 
						

							GCA70-357.03
Quick Q System Manager’s Guide
October, 2002
Printed in U.S.A.