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 windows-based graphic environment, refer to Appendix A.
1.1  Understanding System Startup
At initial installation, the installer performs system startup and programs the Digital Communications 
System and the QuickQ to work together.
The system begins operation with the following default settings:
To determine which settings are applicable to you, refer to the relevant headings on the following 
pages.
1.1.1  PREPARING SYSTEM LAYOUT / WORKSHEETS
Prepare the system manager’s programming worksheet before you actually begin configuring the 
system at the console, and use this worksheet as a reference to assist you in entering the information 
required. There is an example worksheet in Appendix B.
•  Agent PasswordNone•  Group 1 Supervisor ID #901
•  Agent Priority Level01•  Group 1 Supervisor Password901
•  Agent Wrap-up10 sec.•  Group 2-16 Supervisor ID #000
•  Agent’s ID #None•  Groups 2-16 Supervisor Pswd000
•  Alarm Threshold Calls in Queue0•  Line Priority Level01
•  Alarm Threshold45 sec.•  Night Announcement3
•  All Agents Busy AlarmNo•  On Hold Interval30 sec.
•  Allow Suspension of Agent SetNo•  Overflow GroupNone
•  Answer ModeManual•  Overflow Threshold210 sec.
•  Call ScreeningNo•  Priority Override90 sec.
•  Calling Number IDNo•  Redirect Threshold20 sec.
•  Day to Night ModeYe s•  Second Announcement2
•  First Ann. Intercept Delay10 sec.•  Special Announcement4
•  First Announcement1•  System Manager ID #900
•  Force Account CodeNo•  System Manager Password900
•  Time for each Day-Night Mode5:30 pm 
						

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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 
is a Comdial networking card installed in both the server and the client.
The network limit is 10 clients, but only one client can communicate with QuickQ at a time.
1.2  Signing In 
Use the following steps to gain access to the system.
1.2.1  SIGNING IN TO THE MANAGER’S LEVEL
From the main QuickQ screen, you can sign into the manager level. This will allow you to access all of 
the QuickQ windows that you will need to complete the system programming.
1.  Click on Level in the menu bar or type Alt L. A pull-down Level menu appears with the sign-in 
and sign-out and exit options. Click on Sign-In. 
 
Alternately, if the toolbar is enabled, you can click on the shortcut key labeled with a key. When     
enabled, the toolbar appears under the menu bar.  After completing any of the above actions, the 
Sign In window appears.
Figure 1-1  Sign In Window
2.  Enter your User ID and Password on the Sign-In window. These must always be three digits. 
The default for both of these is 900. The system hides the password digits as you type them. 
Click the small check box adjacent to Access to Configuration. If you do not do this, you will not 
be able to use the Configure menu. 
						

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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 is enabled, it will be displayed on the manager screen.
1.3.1  SIGNING THROUGH TO THE GROUP SUPERVISOR’S LEVEL
After you have signed-in to the manager level, you can sign through to the group supervisor level. 
Doing this will let you access all of the QuickQ windows that are available to the group supervisor.
1.  Click on Level. A pull-down menu with several options appears.
2.  Click on Sign-Through. Another pull-down menu appears with selections for the active groups.
3.  Click on the name for the active group that you want to program. The title bar at the top of the 
window changes to display Manager - (group name).
1.4  Signing Out
Click on Level to open the Level menu, and then click on Sign-Out. This action backs you up to the 
previous level. For example, if you previously signed through to the Group Supervisor level, clicking 
on Sign-Out backs you up to the Manager level. 
						

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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 of 40 characters for the Name and Street.
•  City, State and Country allows a maximum of 20 characters.
•  Enter a maximum of 10 characters for Zip and Site #. 
•  Site # is for classifying multiple sites.
NOTE: The company name that you have entered here will appear on all QuickQ reports. 
						

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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 select Properties.
Figure 1-4  Activate Group Menu
Figure 1-5  Activate Group Properties Window 
						

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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 required to make a group functional. The system deletes Agent Group 1 automati
-
cally when someone deactivates Group 1.  However, you must first make sure all agents are removed 
from the agent group to do this.
1.5.3  DEACTIVATING A GROUP
When deactivating a group,
1.  All agents are removed from the agent group.
2.  No wallboards are connected to the group.
3.  The group is not being assigned for intergroup overflow.
4.  All line groups are disabled. This can only be done by a technician.
1.5.4  ACTIVATING GROUP SUPERVISOR
1.  Click Supervisor tab to access the Activate Group Supervisor window. Here, you can change 
supervisor name, ID, and password.
2.  Enter Supervisor Name in up to 7 characters.
3.  Enter ID and Password in 3 digits, range from 100 - 999.
4.  The ID and password that you have set up will reflect in the group supervisor’s Password dialog 
box of the programming level.
Figure 1-6  Activate Group Supervisor Window 
						

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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 overflow groups are busy.  The extension can be a receptionist extension or voice mail exten
-
sion.
6.  When the no overflow option is selected for all levels, QuickQ will not overflow the call to 
another group.
7.  You cannot change the group name here.
1.5.6  ASSIGNING ACCOUNT CODES
Agents can classify calls by entering a three-digit account code during or after a call. The Account 
Code dialog box displays a list of account codes and its descriptions. 
1.  To assign a new account code, select New.
2.  To change the description for an account code, highlight the account code and select Properties.
3.  To delete an existing account code, highlight the account code. Click Remove.  
						

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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 
period. Statistics collected will reflect the time callers are willing to wait before abandoning.
To program Answer and Abandon Time Bins:
1.  Enter the parameters in minutes and seconds such as “00:20” for 20 seconds in the Stat Time Bin 
window. Refer to Figure 3-12.
2.  Use Tab to move from one time bin to the next. 
3.  Make sure that each time bin holds a higher time than the previous one. For instance, if you set 
20 seconds for Time Bin 01, you may wish to set 40 seconds for Time Bin 02. 
						

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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.