Comdial QuickQ Automatic Call Distributor Instructions Manual

							October, 02 Comdial 63
QuickQ System Manager’s Guide
Revising a Wallboard Message
To  revise a current wallboard message on the system, 
1.  Highlight the wallboard message you want to revise in the Wallboard window.
2.  Click on Properties.
3.  Revise the wallboard message appearing in the Wallboard Properties window. You can use up to 
64 characters and you can combine text with parameters.
Figure 1-9  Wallboard Message Properties
AbbreviationDescription
•  IDIncoming calls received in the current day.
•  IHIncoming calls received in the current hour
•  ADAbandoned calls in the current day
•  AHAbandoned calls in the current hour
•  ODOutgoing calls made in the current day
•  OHOutgoing calls made in the current hour
•  SHGrade of service offered in the current hour
•  SDGrade of service offered in the current day
•  AONumber of agents on outgoing calls
•  AINumber of agents on incoming calls
•  AFNumber of agents free to receive calls (idle)
•  ABNumber of agents busy
•  ALNumber of agents logged on to QuickQ
•  QLQueue length, number of calls in the queue
•  QTQueue time (waiting time of the longest waiting call in seconds 
						

							Using Management Information
64 Comdial October, 02
4.  If parameters are to be included in the message, enter the abbreviations in brackets. They will be 
replaced by the current value when actually displayed on wallboards. To see the list of parame
-
ters you can use, click Alarm and select New. Click the down arrow of Parameter and you will 
see a list of parameters. Definitions will show on Parameter Information.
5.  A maximum of six parameters can be inserted in one message.
6.  To ensure the new message will display properly, click Test. QuickQ will try sending the new 
message to display on system wallboards.
Sending a Wallboard Message
1.  Return to the Wallboard window.
2.  Highlight the wallboard message you want to send.
3.  Click on Send. The Send Wallboard Message window opens.
4.  Select System Wallboard or All Wallboards and click OK to send the wallboard message.
Figure 1-10  Send Wallboard Message
Deleting a Wallboard Message
To  delete a current wallboard message, highlight the entry and select Remove. 
NOTE: You cannot remove a wallboard message that is used in Wallboard Alarm or Schedule.
1.7.2  SETTING WALLBOARD ALARMS  
When a wallboard alarm condition occurs, the parameter value will display in red on color wallboards 
and will flash on mono wallboards. If an alarm message is being programmed, it will also appear on 
the wallboard. At the manager programming level, you can only program alarm conditions for system 
wallboards.
1.  Click on Alarm in the Wallboard window to open the Wallboard Alarm window. See Figure 4-
11. 
						

							October, 02 Comdial 65
QuickQ System Manager’s Guide
2.  You must, first of all, make sure the wallboard is connected to the system.
Figure 1-11  Wallboard Alarm
3.  Select New to create a new alarm threshold.
4.  To revise an existing alarm threshold, highlight the entry and select Properties.
5.  To delete an alarm threshold, highlight the entry and click Remove. Then, select Ye s to confirm.
Creating a New Wallboard Alarm Threshold
1.  Select an abbreviation from Parameter and Parameter Information will display its definition.
Figure 1-12  Wallboard Alarm 
2.  Define the function used for comparing the threshold and the parameter. Choose one function 
from the three options available. 
						

							Using Management Information
66 Comdial October, 02
3.  Enter a value of up to four digits for Threshold. The alarm will trigger when the parameter 
reaches this value.
4.  Select one option from Message. The wallboard will display the selected message when an 
alarm threshold condition is met. If No Message is selected, the wallboard will not display any 
messages during an alarm condition. However, if a parameter is used to trigger the wallboard 
alarm, the parameter will flash on a mono wallboard and will turn to red on a color wallboard.
Revising a Wallboard Alarm Threshold
1.  Select an abbreviation from Parameter and  Parameter Information will display its definition.
2.  Define the function used for comparing the threshold and the parameter. Choose one from the 
three options available.
3.  Enter a value of up to four digits for Threshold. The alarm will trigger once the parameter 
reaches this value.
4.  Select one option from Message. The wallboard will display the selected message when an 
alarm threshold condition is met. If No Message is selected, the wallboard will not display any 
messages during an alarm condition. However, if a parameter is used to trigger the wallboard 
alarm, the parameter will flash on a mono wallboard and will turn to red on a color wallboard.
1.7.3  CREATING WALLBOARD SCHEDULES
QuickQ displays each wallboard message according to the day and time that you specified. Managers 
can program wallboard schedules for the system and Group Supervisors can program wallboard 
schedules for their own group. The schedules appear in the Wallboard Schedule window. See Figure 5-
16.
1.  First, make sure a wallboard is connected to the system.
2.  To add a New Schedule, click New. 
3.  To revise schedule information, highlight an entry and select Properties.
4.  To delete, highlight the entry, and select Remove; then, select Ye s to confirm.
Note: Wallboard messages must exist prior to programming the schedule. The New button is non-
selectable until messages are entered.
You can program QuickQ to display a selected message on the system or group wallboard(s) at a 
certain time and on a certain date.
Creating a New Wallboard Schedule
You can create a new wallboard schedule In The Wallboard Schedule Window.
1.  Day lists the seven days of the week plus additional options such as Mon.-Fri., Mon.-Sat and 
Daily. Select one option and QuickQ will display the selected message on the day(s) assigned.
2.  Use the 24-hour clock to enter Time in minutes and seconds. The range is from 00:00 - 23:59. 
						

							October, 02 Comdial 67
QuickQ System Manager’s Guide
3.  Message shows all messages that you have entered. Select a message to display on the system or 
group wallboard(s) on the day(s) and time specified above.
Figure 1-13  Wallboard Schedule Properties
Revising the Scheduled Programming for a Selected Wallboard Message
To revise the scheduled programming for a selected wallboard message on the Wallboard Schedule 
Properties window,
1.  Day lists the seven days of the week plus additional options such as Mon.-Fri., Mon.-Sat and 
Daily. Select one option and QuickQ will display the selected message on the day(s) assigned.
2.  Use the 24-hour clock to enter Ti m e in minutes and seconds. The range is from 00:00 - 23:59.
3.  Message shows all messages that you have entered. Select a message to display on the group 
wallboard(s) on the day(s) and time specified above.
1.8  Selecting the Abandoned Calling Number ID Report
The Abandoned Call Report is available only at the group supervisor level. This report shows a record 
of all abandoned calls including customer name (from the Calling Number ID customer list), telephone 
number, the group to which the call was transferred and the time customer had waited. 
The system stores Abandoned Call Reports for the past seven days and for the current day. The most 
current report automatically replaces the oldest reports.
To select the Abandoned Calling Number ID Report for a specific day:
1.  Select Abandoned Calling Number ID Report from the Management Info pull-down menu. 
						

							Using Management Information
68 Comdial October, 02
2.  The Abandoned Calling Number ID Report window opens up.
Figure 1-14  Abandoned Calling Number Report
3.  Click on a day for which you want the report.
4.  Click Open.
5.  To print a copy of the report, select Print from the Level menu or click on the Print icon on the 
To o l  B a r.
1.9  Selecting Configuration Reports
The configuration report provides a method to produce a hard-copy (printout) of all system parameters. 
Using this option, System Managers and Supervisors can review programmed parameters including 
Technician’s Programming, Manager’s Programming and All Group Supervisors’ Programming. This 
feature is useful in providing Supervisors and Agents a listing of all Account Codes programmed by 
printing the Manager’s configuration.
1.9.1  SELECTING THE REPORTS
1.  Select Configuration Report from the  Management Info pull-down menu. The Configuration 
Report window opens up.
2.  If you are currently signed into the Manager Programming Level, you can view Setup Reports 
for the System and for all active Groups in the QuickQ.
3.  If you are currently signed into the Supervisor Programming Level, you can only view Setup 
Reports for your own Group.
4.  The scroll bar at the bottom of the Manager Configuration Report window indicates the dif-
ferent Setup Report Options. Refer to Figure 5-20. Use the left and right arrow button on the left-
hand corner to scroll through the report names such as System Setup, DXP, QuickQ, and so forth. 
DXP and QuickQ are names used to designate groups in this particular example. Clicking on one 
of these options will open up the configuration report for that option. To see all the configuration 
programming for the selected report, use the up and down arrow buttons on the right-hand side 
of the window to scroll through the information. 
						

							October, 02 Comdial 69
QuickQ System Manager’s Guide
5.  To print a copy of the configuration report, select Print from the Level pull-down menu.
Figure 1-15  Configuration Report
1.10  Selecting QuickQ MIS Reports
The QuickQ provides comprehensive Management Information System (MIS) reports for both the 
system manager and group supervisor. You can either view these reports on the call processor com
-
puter screen or print them as a hard copy. The system updates and automatically stores all reports and 
can present the data in both graphical and numerical formats. This reported information assists the 
System Manager in making efficient use of lines and agents. 
						

							Using Management Information
70 Comdial October, 02
The system collects over 63,000 different statistics and presents them in 80 different MIS reports. The 
system reports are related to the following time periods:
•  hourly,
•  daily,
•  weekly,
•  monthly.
The system reports are categorized for the following four operational levels:
•  The System level reports show data for all lines and agents on the system.
•  The Group level reports provide data for each group programmed on the system.
•  The Line level reports provide data for each telephone line within a specific group.
•  The Agent level reports show data for each agent in a specific group.
1.10.1  VIEWING TYPICAL MIS REPORTS
The system provides the following report formats:
•  Answer Bins
•  Abandon Bins
•  Incoming Call
•  Total Time
•  Average Time
•  System Capacity
•  Account Code
•  Traffic Analysis
•  Preferred Customer (available only to group supervisors) 
						

							October, 02 Comdial 71
QuickQ System Manager’s Guide
Answer Bins Report
The Answer Bins report shows the percent of answered calls within the seven programmable time bins. 
It also shows supervisors the response rates of their departments.
Figure 1-16  Answer Bin Report 
						

							Using Management Information
72 Comdial October, 02
Abandon Bins Reports
This report shows the percent of abandoned calls within the seven programmable time bins. It also 
shows supervisors the tolerance of callers.
Figure 1-17  Abandoned Bins Report