Comdial QuickQ Automatic Call Distributor Instructions Manual

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QuickQ System Manager’s Guide
1.6.5  ACTIVATING THE AGENT GROUP
When you enable a group at the Manager Level, the system automatically activates Agent Group 1, so 
you can start assigning agents to the group. If you wish to split up your agents in more than one Agent 
Group, click on the check boxes in the Activate Agent Group window (refer to Figure 3-26) to activate 
a new Agent Group. You can set up four Agent Groups in one Group.
Agent Groups are only found on statistical reports. They do not affect the way QuickQ distributes calls 
to the Group. For instance, customer service agents in Group 1 are further divided into 2 Agent 
Groups. Agent Group 1 consists of all full time agents and Agent Group 2 consists of all part time 
agents. When a call comes in, QuickQ will simply send the call to any available agent in Group 1. It 
will not recognize the Agent Groups. If an agent from Agent Group 1 answers the call, QuickQ will 
update call statistics for the agent and will show on QuickQ reports.
If you wish to assign agents to an Agent Group, select an active Agent Group from the Group menu. 
You will be able to enter the agent’s name, user ID, the wrap-up time allowed for that agent plus the 
agent’s priority level.
NOTE: You cannot disable Agent Group 1. The system removes Agent Group 1 automatically when a 
technician disables a Group.
 
 
The system cannot disable an Agent Group unless all agents in the group are removed.
Figure 1-24   Activate Agent Group Dialog Screen 
						

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1.6.6  ACTIVATE A LINE GROUP 
Line Groups are created within a group for separate messaging, line group priority and line group sta-
tistics. For instance, local lines are grouped in Line Group 1 and 1-800/1-888 lines are grouped in Line 
Group 2.  QuickQ plays a different primary greeting to the local customers in Line Group 1 and to out 
of town customers in Line Group 2. In order to reduce long distance charges, Line Group 2 can also be 
provided with a higher priority level.
Either a Group Supervisor or a Technician can program up to four Line Groups within each Group. If 
you wish to activate a Line Group in the Activate Line Group window, click on the check boxes. If you 
wish to disable, click on the check boxes again. 
NOTE: You cannot disable a Line Group unless all Lines or DID-DNIS Tables in the Group are 
removed. You can confirm this at the Technician Programming Level.
Figure 1-25  Activate Line Group Dialog Screen 
						

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QuickQ System Manager’s Guide
1.6.7  CHANGING YOUR PASSWORD
The Group Supervisor’s User ID is factory set. It can only be changed at the Manager Level.
NOTE:  All passwords are restricted to three digits, ranging from 100 - 999.
Figure 1-26  Configure Password Dialog Window
To change the Group Supervisor’s password:
1.  Enter your existing password in Old Password.
2.  Enter three new digits in New Password.
3.  Key in the three new digits again in Confirm Password.
1.6.8  USING THE CALLING NUMBER ID
Calling Number ID allows agents to get ready for callers before answering. If Calling Number ID 
option is enabled in Modes of Operation, QuickQ will display the customer’s name or phone number 
on the agent set. It will also route customers to their designated group and at a preset priority level.
To make this feature functional, you must also create a customer list that includes frequent callers or 
VIP customers. If QuickQ can match the caller’s telephone number with a telephone number on the 
customer list, the customer’s name will show on the agents’ telephones. Otherwise, QuickQ will 
display the caller’s telephone number. 
						

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Setting Up a Customer List
1.  Click on Night Mode Routing to enable or disable this option that only applies to customers 
listed on the Calling Number ID window. When Night Mode Routing is enabled, QuickQ will 
send customers to the groups assigned to them on the Calling Number ID list. Callers will hear a 
night message from the specified group. When Night Mode Routing is disabled, QuickQ will 
not route callers to their designated group and callers will hear a night message from the primary 
group.
Figure 1-27  Calling Number ID Dialog Window
2.  To add a new customer to the list, click New.
3.  To revise current customer information, highlight the entry and select Properties.
4.  To delete a customer, highlight the customer and select Remove.
You can generate the following two reports from the Calling Number ID customer list:
•  Preferred Customers Call Report provides incoming call statistics of customers, who are listed 
on the Calling Number ID dialog box.
•  Abandoned Call Report provides supervisors with a list of Calling Number ID customers who 
hang up while waiting in queue.  
						

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QuickQ System Manager’s Guide
Adding a New Customer
Figure 1-28  New Customer Dialog Window
1.  Type in a maximum of seven characters for Name.
2.  Type in a maximum of ten characters for Phone Number.
3.  Select one Priority level. 1 is the highest priority and 4 is the lowest. 
4.  All active groups are listed in Group.
5.  Line Group lists all line groups that are available for the group. Decide which telephone line the 
customer will call into and select one option.
Tip—You can use wildcards (X) can be used to program telephone numbers  
          in the Calling Number ID window. 
You can use (X) for the first three digits and for the last four digits. For example,  (XXX) 555-XXXX, 
where 555 is all 555 calling area.
You can leave the 3-digit area code blank for local callers. For example: ( )555-1234. 
						

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1.6.9  CONFIGURING LINE GROUP ANNOUNCEMENTS
From the Line Group Name dialog, enter the name—it can be a maximum of seven characters.
Figure 1-29  Line Group Name Dialog Window
From the Line Group Configuration dialog take the following actions:
1.  Specify which message (16 available messages) the system will use for each announcement. 
Enter from a range of 0 - 16. If all agents are busy, the First Announcement offers an introductory 
message and puts customers on hold. The Second Announcement reassures customers that an 
agent will be with them shortly.  At night mode, QuickQ plays a Night Announcement and dis
-
connects the caller at the end of the message. Special Announcement is used in unusual circum-
stances such as early office closure. After listening to a Special Announcement, callers are 
disconnected automatically. 
Figure 1-30  Line Group Dialog Window
2.  Set Announcement Timing in minutes and seconds. Range is from 00:00 - 59:59.
3.  First Message Intercept Delay is the period of time when QuickQ waits before answering the 
call and playing the first message to the caller if all agents are busy.
4.  On Hold Interval is the time between playing different announcements.
5.  Select one Priority level for the line group. To cut down long distance costs, assign 1-800 or 1-
888 lines to a higher priority. 
						

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QuickQ System Manager’s Guide
1.6.10  CONFIGURING AGENT GROUPS
Figure 1-31  Agent Group Dialog Window
From the  Agent Group dialog, select Name and enter the agent group name—it can be a maximum of  
seven characters.
Adding, Changing, and Deleting Agents
To change or delete an agent, from the  Agent Group dialog, select Agent to open the Agent dialog.
Figure 1-32  Agent Dialog Window
To  change existing agent information, highlight the agent in the list box and select Properties. 
To  delete an agent from the Agent Group, highlight the agent and select Remove. Then, select Ye s to 
confirm.
NOTE: You cannot remove Group Supervisor for Agent Group 1. The system automatically removes 
the supervisor information when you disable group at the Manager level. 
						

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To enter a new agent, click on New. The New Agent window opens.
Figure 1-33  New Agent Dialog Window
NOTE: You can assign an agent to multiple groups, which allows agents to handle calls from more 
than one group; however, you cannot repeat an agent ID in the same group.
1.  Enter Agent Name in up to seven characters
2.  Enter User ID in three digits, ranging from 100 - 999.
3.  Enter Password in three digits, ranging from 100 - 999.
4.  Wrap Up Time occurs right after an agent terminates a call. During this time, QuickQ will not 
send calls to agents, so that they can finish any paperwork associated with the call just com
-
pleted. Specify the agent’s Wr ap  U p  Ti m e in minutes and seconds. The valid range is from 00:00 
- 15:00.
5.  Assign the agent’s Priority Level. QuickQ will initially send incoming calls to agents with the 
highest priority level.  
Tip—You can duplicate agent’s User ID in different groups (for multiple group agents),  
          but not in the same group. 
      —When the agent’s User ID matches with one in another group, agent information such as  
          Agent Name and Password can be shared. In this way, when the Agent Name and Password 
          changes in one Agent Group, it will automatically update in another Agent Group for multiple 
          agents.
Notes 
						

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QuickQ System Manager’s Guide
1.  OPERATING THE QUICKQ SYSTEM
1.1  Detailing the QuickQ Telephones
The screens illustrated on the following pages are typical for telephones having a 32-character display 
(16 characters by two lines). Because the Scout cordless telephone, which can optionally be used by 
QuickQ supervisors, has a 20-character display (10 characters by two lines), many of the messages 
must be abbreviated. The Scout displays are illustrated on the following pages adjacent to the 32-char
-
acter displays.
Beginning with software release 5.0, the QuickQ application also supports the Comdial Large Screen 
Display Speakerphone. This telephone provides a 24-character wide, six line high liquid crystal 
display (LCD). The large screen display telephone also provides 13 interactive buttons for use that are 
under software control (five along each side of the display and three along the bottom). 
QuickQ uses the top three lines of the display and one button either side of the display for special pur-
poses as detailed in the illustration shown below. Lines five and six of the display and the bottom three 
buttons provide the same information as do the telephones that have a 16-character by two line display, 
which is shown on the following pages.
Figure 1-1  Telephone Display 
						

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1.2  Logging In and Out of QuickQ
The following Log-In and Log-Out procedures apply to both Agent and Supervisor. They differ in the 
following areas:
•  ID# and password are different.
•  Agents can log into several groups at once.
•  Supervisors can choose whether to receive calls or not.
Follow this procedure to log into the system.
1.  Press the QuickQ button on the 
telephone and the following screen 
will appear. This display notifies 
you that you are about to log into 
QuickQ.
2.  Type your three digit Agent ID 
number. 
 If you enter an incorrect 
Agent ID number, press the 
RETRY  interactive button and 
enter the correct ID number, or use 
the 
QUIT interactive button to exit 
the Log-In procedure.
3.  Type your Agent password. 
 Remember, use RETRY or QUIT if 
necessary.
4.  For Agents:  The system asks the agents to log into the appropriate group. If the supervisor has 
assigned you to multiple groups, 
use the displayed screen to locate 
the group into which you wish to 
log. 
 Press the IN interactive button 
to log into the displayed group. The 
system displays your next group. 
You can press the 
IN interactive button to log into that group or press the SKIP interactive but-
ton to display the next group after that and so on.  Alternately, press the ALL interactive button 
and log into all of the groups at once.
For Supervisors:  The system pre-
sents supervisor with a screen that 
asks if they wish to accept calls or 
not. 
 Respond by pressing either the 
YES or NO interactive button.
                   :_ 
                      
                                        
Ans Call?
Ys  No
Paswrd:
Rt Qt
Group01?
InSkAl
Welcome->
QQ
Agt Id:
Rt Qt
Answer Call?
Yes No
Agent Id: _
RETRY QUIT
Password:
RETRY QUIT
Group 1?
IN SKIP ALL
Welcome -> QuickQ