Comdial QuickQ Automatic Call Distributor Instructions Manual

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QuickQ System Manager’s Guide
Setting Up a Wallboard
1.  Click Settings to access the Wallboard Settings window.
Figure 1-11  Wallboard Settings
2.  Assign the wallboard to the system or to an active group. If you select Not Used, you cannot edit 
other options in this dialog box.
3.  Identify whether you are programming a Mono or Color wallboard. If you select the mono wall-
board type, the Title option will automatically be disabled. This is because only color wallboards 
can show a title.
Figure 1-12  Wallboard Properties 
						

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4.  If you select the color wallboard type, you can enable or disable the Title option by clicking on 
the check box. You can enter up to 16 characters to describe the Title.
5.  Click Summary if you wish to see hourly totals for your selected parameters.
6.  If you wish to enable the buzzer when a message is sent to the wallboard or when an alarm 
threshold is met by one of the parameters showing on the wallboard, click Buzzer.
Programming Wallboard Parameters
1.  Click Parameters to access Wallboard Parameter window.
2.  This window is only accessible when a wallboard is connected to a group or to the system.
3.  Click the down arrow of each parameter from P1 to P6. 15 two-character abbreviations, each 
representing a specific parameter, will be listed.
4.  When an abbreviation is selected, Parameter Information will display its definition.
5.  For mono wallboards and for color wallboards with a title, you can program three parameters 
(from P1 to P3) to show call statistics.
6.  For color wallboards without a title, you can program all six parameters, from P1 to P6.
7.  After you specify each parameter, the wallboard will display its call statistics accordingly.
Figure 1-13  Wallboard Parameters 
						

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QuickQ System Manager’s Guide
1.5.9  CHANGING YOUR PASSWORD
All passwords are restricted to 3 digits, ranging from 100 - 999.  Manager’s user ID is factory set and 
is unchangeable. 
If you wish to change the Manager’s password, access the Password window.
Figure 1-14  Password Window
1.  Enter your existing password in Old Password.
2.  Enter 3 new digits in New Password.
3.  Key in the 3 new digits again in Confirm Password.
4.  The new password will reflect in the Password dialog box of the Technician programming level.
The system manager can also change the supervisor’s user ID and password of an active group.
1.  On the System menu, click Configure and then select Activate Group.
2.  Highlight a group and click Properties. 
3.  If the group is activated, you can click Supervisor to change the group supervisor’s user ID and 
password.
4.  You cannot make any changes in the Supervisor dialog box if the group is not enabled. 
						

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1.5.10  SETTING ANNOUNCEMENT TITLES
Announcements can be recorded from any telephone set logged in as Supervisor. DVA16 can store 
sixteen messages with a total 240 seconds recording time and DVA01 can store four messages with a 
total 2 minutes recording time. The Announcement option on the System pull-down menu is only appli
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cable to customers using a DVA16
The Announcement window shows a list of all current announcements in the DVA16. Each 
announcement is numbered from 1 to 16, along with a description for easy identification. Current indi
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cates the actual length of the newly recorded message and Limit shows the total recording time 
allowed. If you record a new message that is longer than the Limit, you will have to clear and record all 
messages once again. The Total Time at the bottom indicates the total time used for all recorded 
announcements.
Prior to recording, you should number and title each announcement in the Announcement window.
Tip—Record a blank message right after any announcements that require frequent changes. This pro-
vides additional recording time in case of a longer new announcement.
Figure 1-15  Announcement Window
1.  Highlight an entry.
2.  Click Properties to open up the Announcement Properties dialog box. The Announcement 
Properties dialog box is mainly for informational purposes. It shows the following items:
•  The announcement description.
•  The length of the newly recorded message.
•  The maximum length allowed for recording your message.
•  The group and line group to which the message is assigned. 
						

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QuickQ System Manager’s Guide
•  Whether the message is used as a first, second, night or special message.
Managers can only edit the Announcement Description at a maximum of 40 characters. Description is 
used as a reminder note and does not affect QuickQ operation.
NOTE: ·Go to Line Group Programming if you wish to allocate different announcements to different 
groups and for different applications.
Figure 1-16  Announcement Properties Window
1.5.11  SYNCHRONIZING THE DATE AND TIME
The Synchronize Clock window shows the current date and time from the QuickQ system clock. 
						

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To synchronize the QuickQ system clock with the Data Communications System, click the Sync Clock 
button.
Figure 1-17  Synchronizing Clock
1.5.12  BACKING UP ANNOUNCEMENTS
The Backup Announcement option on the System pull-down menu is only selectable when a DVA16 is 
connected to the QuickQ system. By selecting this option, you can copy all messages currently stored 
in the Digital Voice Announcer onto a floppy disk.
NOTE:  This feature is not applicable for the DVA01 Voice Announcer.
1.  Put a floppy disk into the floppy drive located on the Digital Voice Announcer.
2.  Click Backup Announcement on the System pull-down menu and the system will start copying 
all current Digital Voice Announcer messages onto the floppy disk located on the Digital Voice 
Announcer.
Figure 1-18  Backup Announcement Menu
3.  If this option is non-selectable, ask a technician to check the Digital Voice Announcer status.
4.  The status bar at the bottom of the Main Manager window will display DVA Backup.
1.5.13  RESTORING ANNOUNCEMENTS
The Restore Announcement option on the System pull-down menu is only selectable when a DVA16 is 
connected to the QuickQ system. By selecting this option, you can retrieve all messages from the 
floppy disk to the DVA memory. 
NOTE: This feature is not applicable to the DVA01 Voice Announcer.
1.  Insert the floppy disk into the floppy drive located on the Digital Voice Announcer. 
						

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QuickQ System Manager’s Guide
2.  Click Restore Announcement on the System pull-down menu.
Figure 1-19  Restore Announcement Menu
3.  A warning message will inform you that if you decide to restore the announcement, the DVA 
will deactivate for several minutes.
4.  If you select Ye s, the system will start restoring the announcements.
5.  The status bar at the bottom of the Main Manager window will display DVA Restore.
1.6  Supervisor Programming
To gain access to the supervisor programming windows, sign through from the manager level to the 
group supervisor level by selecting the group you want to program. See the sections titled Signing In 
and Signing Through To The Group Supervisor Level.
Once you have signed into the system as a Group Supervisor, you can program group features that are 
described in the following pages.
1.6.1  PREPARING THE GROUP LAYOUT/WORKSHEET
Always prepare your Group Supervisor’s programming worksheet before you begin configuring the 
group at the console. Refer to Appendix C of this publication for the Group Supervisor’s Programming 
Worksheet.
1.6.2  PROGRAMMING MODES OF OPERATION
QuickQ can answer incoming calls for your group in several ways. In the Modes Of Operation 
window, you can select more than one operating mode.
Modes
•  Enable Call Screening so that all callers are forced to listen to the entire first message, even 
when agents are available. By providing information on the first messages, you can reduce the 
the number of calls that require personal assistance.
•  When Force Account Code is enabled, all agents must key in an account code prior to entering 
the Wrap Up state. 
						

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•  Activate Calling Number ID to see callers’ information on the agent sets. You must, however, 
make sure your phone system is equipped with this option. If caller’s telephone number matches 
with one on the customer list, the customer’s name will show. Otherwise, QuickQ will display 
the caller’s telephone number.
•  All agent sets will beep when the All Agents Busy Alarm feature is set and all agents are busy. 
This feature is to warn supervisor and agents that all signed-in agents are occupied.
•  When Allow Suspension of Agent Set is enabled, agents can no longer reject calls by simply 
pressing the OAI button. They must log out or make their set busy. For multiple group agents, 
this option is determined by the parameter entered for any one group.
ANSWER MODE
•  When Manual Answer is selected, agents must press a button to answer the call.
•  Automatic Force Call is intended to connect callers automatically to the agent’s headsets. 
Agents can hear a short tone prior to being connected. 
Option
Enable or disable the Queue Escape:
•  Queue Escape is selectable if the Queue Escape Extensions are set at the Technician 
Programming Level. The technician must also assign a Queue Escape Digit that can be any 
number from 0 to 9.
•  If Queue Escape is enabled, callers can press a digit while waiting in queue, to reach one of the 
four overflow extensions.
•  Queue Escape Ext. lists all extension numbers programmed at the Technician Level. Supervisors 
must decide which extension their callers should reach if they do not want to wait in queue.
•  The Queue Escape Digit is programmed at the Technician Level and cannot be edited here.
Figure 1-20  Configure Modes of Operation Menu 
						

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QuickQ System Manager’s Guide
1.6.3  PROGRAMMING THE THRESHOLDS
In the Threshold window, you can set time limitations, so that QuickQ will know when to transfer calls 
to another group and when to adjust the priority levels of incoming calls.
1.  Specify the following Threshold Time in minutes and seconds. Range is from 00:00 - 59:59.
•  Overflow identifies the time a call will wait in queue before the system transfers it to the 
overflow groups.
•  Always set Redirect in less than one minute. If a call rings beyond the Redirect Threshold 
Tim e, the system will transfer the call to another agent. The original agent is made Busy 
automatically so that calls will not be directed to this agent.
•  Priority Override determines how long a low priority call remains in queue before the system 
promotes it to the highest priority. This is useful when a number of high priority calls are 
coming in and a low priority call has been waiting for some time.
2.  Set Alarm Threshold parameters.
•  Time indicates how long a call is allowed to wait in queue before a warning tone is sounded to 
all agent sets.
•  Calls in Queue specifies the number of calls that have to pass the Alarm Threshold time 
before the warning tone is triggered. To disable the audible alarm, set this parameter to 0. Set 
this parameter to 1 if you wish to primarily use the Alarm Threshold Time to trigger the alarm. 
Enter a maximum of three digits.
Figure 1-21  Threshold Programming Window 
						

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1.6.4  CONFIGURING THE DAY TO NIGHT SCHEDULE
The system automatically switches to night mode at the specified Day-to-Night Time. In the Day to 
Night Schedule window, supervisors can program seven schedules for each group.
Figure 1-22  Day to Night Schedule Menu
1.  To create or to revise a schedule, highlight an entry and select Properties. 
2.  The Day to Night Properties window opens up.
3.  Day of the Week lists seven days of the week plus a Disable option. Select the day you wish to 
program.
4.  Enter Day to Night Time in minutes and seconds. Range is from 00:00 - 23:59.
Figure 1-23  Day to Night Properties Menu