QuickQ System Manager’s Guide DXP

QuickQ System Manager’s Guide DXP
QuDXP
ickQ
Automatic Call Distributor
Software Revision 3.0
System Manager’s
Guide
R
ii
GCA70-336
Table Of Contents
Table Of Contents
Introducing The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Understanding This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . .
Becoming Familiar With Conventions Used in This Guide . . . . . . . . . .
Understanding QuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Organizing The Call Center Staff . . . . . . . . . . . . . . . . . . . . . . . .
How This Version Of QuickQ Is Improved Over Earlier Versions . . . . . .
Selecting Reports To Be Printed Automatically . . . . . . . . . . . . . .
Scheduling The Night Mode Operations . . . . . . . . . . . . . . . . . .
Transferring External Calls To A Subgroup—Group-To-Group Transfer
Calls In Queue Button Available . . . . . . . . . . . . . . . . . . . . . .
Group Supervisor’s Real-Time Screen Enhanced . . . . . . . . . . . . .
Call Routing And Reporting Function Available From Calling Line I.D.
Exporting Reports In ASCII Format . . . . . . . . . . . . . . . . . . . .
Setting The All Agent Busy Alarm . . . . . . . . . . . . . . . . . . . . .
Forcing Account Code Entry . . . . . . . . . . . . . . . . . . . . . . . .
Using The Scout Cordless Phone . . . . . . . . . . . . . . . . . . . . . .
Wallboards Are Optionally Available . . . . . . . . . . . . . . . . . . .
Expanding The System . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calls Returned From An Overflow Extension . . . . . . . . . . . . . . .
Programming The Abandon Call Timer . . . . . . . . . . . . . . . . . .
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1–1
1–1
1–2
1–3
1-4
1-4
1-4
1-4
1-4
1-4
1-4
1-4
1-4
1-4
1-5
1-5
1-5
1-5
1-5
Describing The System Components
Call Processor . . . . . . . . . .
Digital Voice Announcer . . . .
Telephone Extensions . . . . .
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1–6
1–6
1–6
1–6
Describing QuickQ System Features . . . . . . . . . .
Answer Bin . . . . . . . . . . . . . . . . . . . . .
Abandoned Bin . . . . . . . . . . . . . . . . . . .
Call Queuing . . . . . . . . . . . . . . . . . . . .
Even Distribution . . . . . . . . . . . . . . . . . .
Delay Announcements . . . . . . . . . . . . . . .
Management Information System (MIS) Reporting
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1–7
1–7
1–7
1–7
1–7
1–8
1–8
Describing QuickQ Agent Features .
Account Codes . . . . . . . . .
Calls Waiting Indication . . . .
Log-in / Log-out . . . . . . . .
Make Set Busy . . . . . . . . .
Supervisor Help and Monitoring
Wrap-up Time . . . . . . . . .
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1–9
1–9
1–9
1–9
1–9
1-9
1–9
Software Revision 3.0
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1–1
iii
Table Of Contents
GCA70-336
Describing QuickQ Group Features .
Alarm Threshold (Time) . . . . .
Alarm Threshold (Calls in Queue)
Automatic Day-to-Night Mode . .
Automatic Night-to-Day Mode . .
Automatic Answer Mode . . . . .
Manual Answer Mode . . . . . .
Overflow Group . . . . . . . . .
Overflow Threshold . . . . . . .
Priority Call Handling . . . . . .
Redirect Threshold . . . . . . . .
Call Screen Mode . . . . . . . . .
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1–10
1–10
1-10
1–10
1-10
1-10
1-10
1–11
1–11
1–11
1–11
1–11
Using the Mouse and Keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Programming QuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2–1
Understanding System Startup . . . . . . . . .
Preparing System Layout / Worksheets . . . .
Programming The System Level Configuration
Performing Initial Sign In . . . . . . . . .
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3–1
3–2
3–2
3–2
Setting Up The System . . . . . . .
Setting the Company Name . .
Changing Passwords and ID’s .
Setting the Time and Date . . .
Setting the Intergroup Overflow
Setting Announcement Titles . .
Assigning Account Codes . . .
Arranging The Stat-Bins . . . .
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3–5
3–5
3-5
3–7
3–8
3–9
3–10
3-12
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3–1
Understanding The Optional Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
Modes Of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13
Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14
Setting Up The Optional Wallboards . . . . . . . . .
Setting Up The Wallboard Parameters . . . . . . . .
Programming Group Levels . . . . . . . . . . . . .
By System Manager . . . . . . . . . . . . . . .
By Group Supervisor . . . . . . . . . . . . . . .
Preparing The Group Layout / Worksheet . . . .
Configuring The Group Parameters . . . . . . .
Configuring The Group Day To Night Schedule
Configuring the Agent Group-Setup . . . . . . .
Configuring the Line Group-Setup . . . . . . . .
Understanding The Messages . . . . . . . . . .
Using The Calling Line (CLID) Feature . . . . .
Management Information . . . . . . . . . . . . .
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3-14
3-16
3–18
3-18
3–19
3–19
3–20
3-22
3–23
3–25
3-26
3-27
3–29
Software Revision 3.0
GCA70-336
System-Backup (Manager Level)
Announcement Backup . . .
Configuration Backup . . .
Stats Backup . . . . . . . .
Table Of Contents
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3-30
3-30
3-31
3-32
Operating The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Logging In and Out of QuickQ . . . . . . .
Operating As An Agent . . . . . . . . . . .
Answering Automatically . . . . . . .
Answering Manually . . . . . . . . . .
Wrapping Up A Call . . . . . . . . . .
Making Your Telephone Busy . . . . .
Requesting Help . . . . . . . . . . . .
Transferring Calls In Or Out Of QuickQ
Making an Outgoing Call . . . . . . . .
Entering Account Codes . . . . . . . .
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4–1
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4–1
4–3
4–3
4–3
4–3
4–4
4–4
4–5
4-5
4-5
Operating As A Supervisor . . . . . . . . . . . . . . . . . . . .
Changing The Mode Of Operation . . . . . . . . . . . . . .
Recording And Playing Back The Announcement Message
Monitoring the Agents . . . . . . . . . . . . . . . . . . . .
Viewing The Current Call Statistics . . . . . . . . . . . . .
Additional QuickQ Displays For Scout Telephones . . . .
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4–6
4–6
4–7
4–8
4–9
4-10
Management Info. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Selecting The Real Time Report . . . . . . . . . . . . . . . . .
Viewing The System Manager Real Time Report . . . . . .
Selecting The Real Time Set Up Parameters . . . . . . . . .
Viewing The Supervisor’s Real Time Report (Group Level)
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5–1
5–1
5–1
5-2
5-3
Selecting Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Exporting Reports In ASCII Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Selecting Current Reports . . . . . . . . .
Selecting The Report Schedule . . . . . .
Selecting The Main Report Screens . . .
Selecting Wallboard Message Report . .
Opening The Wallboard Schedule Report
Selecting The Wallboard Alarm Report .
Selecting Configuration Reports . . . . .
Selecting QuickQ MIS Reports . . . . . .
Viewing Typical MIS Reports . . . . . .
Software Revision 3.0
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5–5
5-6
5–7
5-8
5-10
5-11
5-12
5-13
5-13
v
Table Of Contents
GCA70-336
Appendix A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
Using QuickQ With a Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
Clicking (Selecting an Item) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
Dragging (Moving a Window) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
Understanding QuickQ Window Graphics
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2
Appendix B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–3
System Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–3
System Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3
Stat-Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4
Appendix C . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–5
Group Layout / Worksheet . . . . . . . . . . . . . . .
Group Setup . . . . . . . . . . . . . . . . . . . . .
Agent Group Setup . . . . . . . . . . . . . . . . .
Line Group Setup . . . . . . . . . . . . . . . . . .
Management Information . . . . . . . . . . . . . .
Message Scripts . . . . . . . . . . . . . . . . . . .
Preferred Customer Abandoned Call Record Setup
Wallboard Setup Record . . . . . . . . . . . . . .
Wallboard Parameter Setup . . . . . . . . . . . .
Wallboard Messages . . . . . . . . . . . . . . . .
Wallboard Schedules . . . . . . . . . . . . . . . .
Wallboard Alarms . . . . . . . . . . . . . . . . .
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A–5
A-5
A-6
A-7
A-7
A-8
A-10
A-10
A-11
A-11
A-12
A-13
Appendix D . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–15
Reviewing The Programming Roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–15
Appendix E . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-17
Backup Utility . . . . . . . . . . . . . . . .
What Is It? . . . . . . . . . . . . . . .
Why Should You Use It? . . . . . . . .
How Often Should You Use It? . . . .
How Do You Use It? . . . . . . . . . .
Using The Backup Utility . . . . . . .
The Backup Utility Help System . . . .
Interacting With The Backup Utility . .
The Backup Utility Main Menu Option
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A-17
A-17
A-17
A-17
A-17
A-17
A-18
A-18
A-19
Appendix F . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-23
Understanding Emergency Operations
Notifying Agents . . . . . . . . .
Rebooting The QuickQ System .
Signing-In Agents . . . . . . . .
Printing Screen Information . . .
Saving Call Statistics . . . . . . .
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A-23
A-23
A-23
A-23
A-23
A-24
Software Revision 3.0
GCA70-336
Table Of Contents
Appendix G . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-25
Detailing Comdial’s Technical Assistance
Verifying Equipment Operation . . .
Explaining The Repair Service . . . .
Upgrading Your System Knowledge .
Software Revision 3.0
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A-25
A-25
A-25
A-26
vii
Table Of Contents
GCA70-336
List Of Illustrations
Figure 3-1 QuickQ Status Window . . . . . . . . . . . . . . . . . . . . . .
Figure 3-2 Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-3 ID and Password . . . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-4 Supervisor Sign In Window . . . . . . . . . . . . . . . . . . .
Figure 3-5 IDs/Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-6 Edit ID and Password Window . . . . . . . . . . . . . . . . . .
Figure 3-7 Synchronizing the Clock . . . . . . . . . . . . . . . . . . . . .
Figure 3-8 Intergroup Overflow Window . . . . . . . . . . . . . . . . . .
Figure 3-9 Message Window . . . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-10 Account Code Setup Window . . . . . . . . . . . . . . . . . .
Figure 3-11 Answer Time Bin Window . . . . . . . . . . . . . . . . . . .
Figure 3-12 Wallboard Setup Window . . . . . . . . . . . . . . . . . . . .
Figure 3-13 Wallboard Parameters Window . . . . . . . . . . . . . . . . .
Figure 3-14 List of System Groups . . . . . . . . . . . . . . . . . . . . . .
Figure 3-15 Group Setup Window . . . . . . . . . . . . . . . . . . . . . .
Figure 3-16 Day To Night Schedule . . . . . . . . . . . . . . . . . . . . .
Figure 3-14 Agent Group Window . . . . . . . . . . . . . . . . . . . . . .
Figure 3-15 Add Agent Window . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-16 Line Group Window . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-17 Agent Group Window . . . . . . . . . . . . . . . . . . . . . .
Figure 3-18 Add Agent Window . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-17 Message Backup and Restore Window . . . . . . . . . . . . .
Figure 3-19 Line Group Window . . . . . . . . . . . . . . . . . . . . . . .
Figure 3-20 Adding A Preferred Customer To The Preferred Customer List
Figure 3-21 Preferred Customer Abandoned Setup Window . . . . . . . .
Figure 3-22 Message Backup and Restore Window . . . . . . . . . . . . .
Figure 3-23 System Program Backup/Restore Window . . . . . . . . . . .
Figure 3-24 Report Backup/Cleanup Window . . . . . . . . . . . . . . . .
Figure 3-25 Report Backup/Cleanup Confirmation Window . . . . . . . .
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3-2
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3-3
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3-5
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3-12
3-13
3-15
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3-19
3-21
3-16
3-17
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3-22
3-18
3-21
3-24
3-27
3-28
3-29
3-30
3-31
3-31
continued on next page...
viii
Software Revision 3.0
GCA70-336
Table Of Contents
List Of Illustrations (continued)
Figure 5-1 System Manager’s Real Time Report . . .
Figure 5-2 Real Time Parameter Setup . . . . . . . . .
Figure 5-3 Supervisor’s Real Time Report . . . . . . .
Figure 5-4 Historical Report Window . . . . . . . . .
Figure 5-5 Weekly/Monthly Report Schedule Window
Figure 5-6 Weekly/Monthly Report Schedule Window
Figure 5-7 Adding A New Wallboard Schedule . . . .
Figure 5-8 Adding A New Wallboard Alarm . . . . . .
Figure 5-9 Answer Bins . . . . . . . . . . . . . . . . .
Figure 5-10 Abandon Bins . . . . . . . . . . . . . . .
Figure 5-11 Incoming Call Report . . . . . . . . . . .
Figure 5-12 Total Time Report . . . . . . . . . . . . .
Figure 5-13 Average Time Report . . . . . . . . . . .
Figure 5-14 System Capacity Report . . . . . . . . . .
Figure 5-15 Account Code Report . . . . . . . . . . .
Figure 5-16 Traffic Analysis . . . . . . . . . . . . . .
Software Revision 3.0
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5-1
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5-10
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5-14
‘5-14
5-15
5-16
5-17
5-18
5-18
5-19
ix
This page remains blank intentionally.
GCA70–336
QuickQ System Manager's Guide
Introducing The QuickQ System
Understanding This Guide
This manual will assist you in using your QuickQ automatic call distributor. It provides a complete
description of the QuickQ features, a detailed outline of the system configuration, and general operating
instructions. This manual is one of two manuals that comprise the system documentation
Becoming Familiar With Conventions Used in This Guide
Certain typographical conventions appear throughout this guide to simplify the instructions. These are
explained below:
• Text that appears on the screen is shown as, Enter your password.
• Text that you have to type is shown in two different ways:
- ‘type Albert Smith at the appropriate box’ means that you should type the characters exactly as shown, but
- ‘type your password’ means that you should type the actual digits of your password.
• Keys that you are required to press are shown as, Enter.
Note: On some keyboards, the Enter key may be called Return.
The word select is used to describe the use of either the mouse or the direction arrow keys to highlight an
option on the screen.
The word message is used exclusively when referring to text messages and the word announcement is
used exclusively when referring to voice announcements.
The word wallboard is used exclusively when referring to the optional electronic display board. This
device may be called electronic message center, reader board, display, sign, or other names in related
literature.
Notes bring your attention to a particular item. Notes are given between paragraphs of text, and are shown
in the following form:
Note: If you are using the keyboard use the Tab key to move from field to field. If you are using
the mouse, click on the field you wish to work with.
Software Revision 3.0
Introducing The QuickQ System 1–1
QuickQ System Manager's Guide
GCA70–336
Understanding QuickQ
QuickQ is an Automatic Call Distribution (ACD) system designed to handle incoming calls as efficiently
and economically as possible. It answers calls by distributing the workload equally among the Agent
staff. Typically, QuickQ speed, efficiency and management control usually results in a 20–40 percent
increase in the productivity of the Agent force and a 10 to 20 second decrease in the average call answer
time. The four primary functions of the QuickQ are as follows:
• provide a waiting queue to increase the effective arrival rate of the incoming calls, and to allow more
productive time for the Agent,
• play prerecorded announcements when no Agents are available thus encouraging the caller to wait in a
queue,
• automatically distribute the workload among the Agents to allow an equal distribution of duties,
effecting greater productivity,
• provide comprehensive statistical management reports that allow rational and efficient allocation of the
call center’s resources, and provide quick feedback to agents on system status via optional electronic
displays called wallboards.
Any corporation or company that answers incoming telephone calls with a staff of Agents or trained
people is a potential candidate for the considerable cost savings and service benefits of the QuickQ.
In an automatic call distribution (ACD) application, a calling customer needs to reach a service person in
a particular area but does not need to reach a specific individual. For example, the customer may be
calling a company to place an order, check a reservation, or talk to a support or help desk. In all cases, it
is important that the call be answered as quickly as possible by any service person in that area.
It is statistically proven that a single large group of agents is more productive than an equal number of
agent in several smaller groups provided that the calls are homogeneous.
Calling traffic is considered homogeneous when anyone within a group of trained representatives can
effectively handle the call; however, this uniformity does not imply that ACD systems can handle only
one type of call. Many successful operations exist where different types of calls reach specially trained
operators in a busy call center. However, it is more efficient to separate different types of calls into
groups. QuickQ has the ability to configure the ACD operation into 16 groups, each of which can have
four sub-groups.
1–2 Introducing The QuickQ System
Software Revision 3.0
GCA70–336
QuickQ System Manager's Guide
Organizing The Call Center Staff
An ACD center requires specialized personnel. If the department is large enough, an effective ACD staff
will consist of the following personnel:
• System Manager,
• Group Supervisors,
• Telephone Agents.
The System Manager is directly responsible for the day-to-day operation and maintenance of the ACD
center. In smaller systems, the System Manager’s task may be combined with the Group Supervisor’s
responsibilities. The System Manager can monitor the overall performance of the ACD center and has
several responsibilities including the following items:
• control of systems configuration, such as the number of groups and overflow between groups,
• effectively balance the staffing of the ACD center according to the traffic demands of the various
groups.
The Group Supervisor is directly responsible for the following responsibilities:
• moving, adding and deleting Agents required for the call center,
• the telephone service provided by Agents in their respective groups,
• monitoring the activity of the Agents,
• evaluating the performance of the Agents,
• providing assistance on calls beyond the capability or training of the Agents.
The Telephone Agent is often referred to as a Customer Service Representative (CSR) and is mainly
responsible for a particular group of telephone lines or a certain type of call; however, the system allows
assignment of multiple group agents that are a part of more than one group.
Software Revision 3.0
Introducing The QuickQ System 1–3
QuickQ System Manager's Guide
GCA70–336
How This Version Of QuickQ Is Improved
Over Earlier Versions
The version of QuickQ covered in this manual uses software release 3.0. Several improvements over earlier
versions were incorporated in this software that are outlined below.
Selecting Reports To Be Printed Automatically
This version of QuickQ, allows you to program the system so that certain reports, that you select, will
automatically print at the times you specify. These reports can be real time or historical. For example, you
may want a traffic analysis report to print just before a shift change. As an example, you could program
QuickQ to print this report at 15:45 every weekday, or any other time you would like.
Scheduling The Night Mode Operations
With this version of QuickQ, it is now possible for each group to choose different night modes of operation for
different nights of the week instead of having just one night mode for every night.
Transferring External Calls To A Subgroup—Group-To-Group Transfer
Earlier versions of QuickQ would not allow the transfer of an external call from one subgroup to another. With
this version, you can now transfer these calls to a similar subgroup residing in the target group. (Subgroup use
defined by line programming.)
Calls In Queue Button Available
You can program a spare D.S.S. Button (Calls In Queue) on your LCD phone to provide the number of calls
waiting in the queue. When the agent presses this button, the number of calls waiting in the agent’s group is
displayed for three seconds on the top line of the phone’s LCD. After three seconds, the display returns to its
previous state. This feature is not available on the Scout phone.
Group Supervisor’s Real Time Screen Enhanced
The group supervisor’s screen is now enhanced to provide more information. With this version of QuickQ, this
screen shows incoming, outgoing, and busy times for each agent.
Call Routing And Reporting Functions Available From Calling Line I.D.
This version of QuickQ can take advantage of calling line identification codes. The system can route incoming
calls from preferred customers to certain agents for special handling. Additionally, by using the calling line
I.D. features, the system will generate a preferred customer call report and/or an abandoned call report on the
preferred customer.
Exporting Reports In ASCII Format
The system provides an option that will allow you to export reports in ASCII format. This is a common format
used by many computer applications. By selecting the ASCII format, you can export your system statistical
and performance data directly into many popular spread sheet programs. Once the data is entered into one of
these programs, you can then customize your reports any way you choose.
Setting The All Agent Busy Alarm
An option is available on this version of QuickQ to allow a group supervisor to set the all agent busy alarm.
Forcing Account Code Entry
The group supervisor can optionally select a feature that will force agents to enter an account code at the
completion of every call. While the time to do this is collected as wrap-up time, the agent cannot enter the
wrap-up state until he or she enters an account code when this feature is set.
1–4 Introducing The QuickQ System
Software Revision 3.0
GCA70–336
QuickQ System Manager's Guide
Using The Scout Cordless Phone
This version of QuickQ allows the use of up to nine Scout cordless phones by group supervisors or agents.
This limitation of nine is based on simulatneous conversations and not equipment configuration. By using
cordless phones, call center personnel have a lot more freedom to move about in their areas. The Scout phones
should be programmed by the installer so that the F1 button can be used to access the QuickQ system while
buttons F2, F3, and F4 correspond to the three interactive buttons on the proprietary 12-button and 24-button
phones.
Wallboards Are Optionally Available
Wallboards, now available as a QuickQ option, use LEDs for displaying QuickQ messages.
There are two different wallboard models—mono and color. The mono wallboard has one message field
consisting of 20 characters and uses red LEDs. The color wallboard contains two message fields of 20
characters each and uses tri-colored (red, green, and yellow) LEDs.
Up to 16 wallboards can be networked together in any combination of mono and color types, and they can all
display a different message or the same message.
The wallboards can display static messages created by the group supervisor; for example, HAVE A GOOD
DAY!; or, they can display system status messages on a real time basis; for example, INCOMING CALLS
RECEIVED THIS HOUR IS nn. In the last example, nn represents a parameter that is updated automatically
by the system. The group supervisor can set threshold points that will trigger alarms when parameters reach or
exceed the preset thresholds.
Up to 32 messages can be stored in a message library. Each message can have a message length of 70
characters. When messages contain more than 20 characters, they will scroll on the wallboard. Summary
messages display each pair of four pairs of parameters for six seconds, and the word SUMMARY will appear
centered on the top line of the color wallboard in green letters. On the mono wallboard, summary will appear
as SUM followed by a pair of parameters—all in red letters.
Messages are initiated in any one of three ways: manually from the processor’s keyboard, by preset time, or on
an event basis such as when a preset threshold is reached.
The wallboards interface with a RS-485 serial data network. The RS-232 serial data output from the QuickQ
processor is translated by a converter box to RS-485. Wireless transmitters and receivers are also available as
an option.
Expanding The System
This QuickQ version is initially available in three different packages (A, B, and C) that differ by their amount
of agent capacity. Two of these packages (B and C) can be expanded in increments of 12 agents up to a total of
24 additional agents. The method used for expanding the system is by the technician entering a unique and
volatile password in the technician’s upgrade screen. The password is provided verbally by Comdial upon
proof of payment for the desired upgrade.
Calls Returned From An Overflow Extension
Calls that the system sends to an overflow extension, after a specified period of time, now return to their
original queue if they are not answered by the overflow extension after a system time-out occurs. Once the
overflowed call returns to the queue, the regular overflow threshold counter starts counting again and the
process is repeated until the call is answered.
Programming The Abandon Call Timer
Earlier versions of QuickQ counted any call that lasted less than nine seconds as an abandoned call. This
version has a feature that allows the technician to program the abandon call timer for any value from 0 to 99
seconds. This is done by programming an external switch in the ACD command line in the DOS batch file.
Software Revision 3.0
Introducing The QuickQ System 1–5
QuickQ System Manager's Guide
GCA70–336
Describing The System Components
NOTE:You can ensure continuous QuickQ operation by adding an uninterruptible power
source to both the digital voice announcer and central call processor, and an optional
battery backup assembly to the DXP or DXP Plus digital communications system.
Wireless devices may need additional backup.
Call Processor
The call processor is the brain of the QuickQ. It consists of the QuickQ software and a personal
computer. The call processor monitors and controls all activities within the boundaries of the call center.
Digital Voice Announcer
The Digital Voice Announcer (DVA) is a stand-alone voice processing system designed to directly
interface with the DXP or DXP Plus digital communications system. Two models are available—the
DVA01 can store up to four digitized voice announcements for playback under control of the central call
processing unit while the DVA16 can store up to 16 announcements. In a busy call center when all
Agents are busy, the DVA intercepts incoming calls and plays prerecorded voice announcements.
When using the DVA01 with QuickQ, the following limitations apply.
1. QuickQ cannot support more than two DVA01 units.
2. You can record only four messages and they must be assigned to message numbers 44 through 47.
These message numbers are reserved for QuickQ.
3. QuickQ cannot support both DVA16 and DVA01 at the same time.
4. You must control all DVA01 functions, like recording or deleting messages, from the attendant’s
station (station 10).
5. You can record messages on the DVA01 while QuickQ is active; however, if you are recording at the
same time the system is receiving a call, the caller may not hear any recorded message.
6. The installer must know where the QuickQ messages reside and program the appropriate extension
numbers using the voice port programming screen.
7. Neither the QuickQ technician nor the supervisor can record or play messages on the DVA01 using
the QuickQ message playback/record.
8. QuickQ cannot display message limits for the DVA01.
9. The DVA status, displayed in the CLOCK window, always shows Disabled when the system is using
the DVA01.
10. The announcement (message) backup feature is disabled.
Telephone Extensions
The Agent’s and Supervisor’s stations are typical proprietary telephones (12 or 24 Button Display Sets) or
optionally Scout cordless phones can be used by Supervisors.
1–6 Introducing The QuickQ System
Software Revision 3.0
GCA70–336
QuickQ System Manager's Guide
Describing QuickQ System Features
Answer Bin
An Answer bin is the length of time between when a call arrives in the queue and when it is answered by
an Agent. There are six answer bins in the system. The system answer bin default time is zero. By
setting the time frames in the answer bins, the Manager can look at one factor in the total customer
service picture. An example of a typical answer bin record is shown below.
Answer Bin
Number of
Calls
Time
Definition
Bin 01
0
00:20
The number of calls answered between 0 and 20 seconds, (0)
Bin 02
5
00:40
The number of calls answered between 20 and 40 seconds, (5)
Bin 03
2
01:00
The number of calls answered between 40 seconds and 1 minute, (2)
Abandoned Bin
Abandoned bin is the time between when a call arrives in the queue and when the caller hangs up without
being connected to an Agent. There are six abandoned bins in the system. The system abandoned bin time
defaults are zero. By setting time frames in the abandoned bins, the Manager can determine how tolerant
customers are of the waiting time to which they are being subjected. An example of a typical abandoned
bin is shown below.
Abandoned
Bin
Number of
Calls
Time
Definition
Bin 01
0
00:10
The number of calls abandoned between 0 and 10 seconds, (0)
Bin 02
11
00:30
The number of calls abandoned between 10 and 30 seconds, (11)
Bin 03
15
00:50
The number of calls abandoned between 30 and 50 seconds, (15)
Call Queuing
The QuickQ manages incoming calls in a logical sequence. The number of incoming calls arriving at a
call center at any one time is random. The calls are queued on a first in first out principle. Call queuing
ensures that calls are handled in a timely and efficient manner. Priority can be assigned to preferred lines
such as Inwats (800 lines).
Even Distribution
The QuickQ effectively shares the incoming call workload evenly among agents. This ensures the
optimum productivity of all agents by distributing calls to the longest idle agent.
Software Revision 3.0
Introducing The QuickQ System 1–7
QuickQ System Manager's Guide
GCA70–336
Delay Announcements
Delay announcements are important money-saving features that help keep the queue working in an
efficient manner. Since telephone traffic is random, there will be occasional bursts of calls to any ACD.
Such sporadic increases in volume may force callers to wait for connection longer than they would like.
By recording delay announcements (such as, Hello you have reached XYZ Company. All of our
operators are busy at the moment, but please hold and our next available operator will be with you
momentarily) you assure the callers they are important and that their call will be answered in sequence,
and that they should wait and not hang up. Without this announcement most people will hang up after
five or six rings.
Note: Be creative with your messages, provide important information, advertise special
promotions and in general, keep your customers entertained and informed while
they are waiting.
Management Information System (MIS) Reporting
The QuickQ system provides both real time and historical statistical information on the performance of
the call center (Agent or line activity).
• Real-time screens are shown for System Managers and for Groups in Section 5 under the heading
Selecting The Real Time Report.
• Historical information is described in details in Section 5 under the heading Selecting Historical
Reports.
1–8 Introducing The QuickQ System
Software Revision 3.0
GCA70–336
QuickQ System Manager's Guide
Describing QuickQ Agent Features
Account Codes
The system can provide a table of account codes arranged so that a unique number corresponds to a
specific call type (for example, call content, product type, and so forth). For example, a software help
desk may wish to use account codes to categorize its calls as follows:
Code
Call Category
100
Help with Set Up
200
Help with MS DOS
201
Help with Networked DOS
300
Help with Word Processing
301
Help with Databases
302
Help with Spreadsheets
Agents can enter the account code that corresponds to the type of call they have just dealt with. This
information is stored in the systems statistics. System Managers can use the Management Information
Report System to analyze the types of traffic and the topics of that traffic. Account codes can be optional,
forced and verified. This is a QuickQ feature, not a DXP feature.
Calls Waiting Indication
The calls waiting indication details the number of calls waiting in the queue. The system displays this
information on both the Agents and Supervisors telephones. The calls waiting indication prompts Agents
to quickly complete their present activity and answer the calls waiting in the queue. It alerts Supervisors
to release available Agents who had been assigned to other tasks.
Log-in / Log-out
Agents move in or out of the system on an individual basis. Each Agent has his or her own three-digit
user ID and password. Agents log into the system at the start of their day and log out of the system at the
end of their day. When they take lunch or coffee breaks, they use the make set busy feature.
Make Set Busy
An Agent can manually make their telephone busy by pressing the BU SY interactive button. This allows
the Agent to temporarily leave the system (during lunch or breaks).
Supervisor Help and Monitoring
The Supervisor uses the help and monitoring capabilities to provide expert advice to Agents on difficult
calls. Supervisors can listen to Agent/customer conversations to ensure courteous and efficient service.
The Help function allows the Agents to request the Supervisor’s help without interrupting the call in
progress.
Wrap-up Time
Immediately after he or she terminates a call, the system places that Agent’s telephone into the wrap-up
mode. During this wrap-up time, the agent will not be presented any calls. Usually the Agent will take
this time to finish any paperwork associated with the call just completed. The Group Supervisor
programs the wrap-up time for each individual Agent. Experienced Agents may require less time to wrap
up a call than less experienced Agents.
An Agent can shorten a call’s wrap-up time by pressing the READ Y interactive button, and similarly can
extend a call’s wrap-up time by pressing the BUSY interactive button.
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Describing QuickQ Group Features
Each Group Supervisor can program these features independently for each group to meet its specific
requirements.
Alarm Threshold (Time)
Alarm Threshold (Time) is a preprogrammed time parameter to monitor the number of calls waiting in
queue (default period is 45 seconds).
Alarm Threshold (Calls in Queue)
Provides an indication to Agents & Supervisors that the number of calls waiting in queue has gone
beyond the Alarm Threshold (Time). If the Alarm Threshold (Calls in Queue) is set to a number higher
than zero (0), an audible tone will go off at all Agent’s telephones when that preset number of calls has
reached the Alarm Threshold (Time). If the Alarm Threshold (Calls in Queue) is set equal to zero (0), the
alarm will not go off even if calls have reached the Alarm Threshold (Time). Statistics will still be
collected for MIS Reports and supervisors’ wallboards.
Automatic Day-to-Night Mode
Each Group Supervisor can set their group to automatically switch from day mode to night mode.
• In night mode, the system answers the incoming calls, plays the prerecorded night announcement, and
releases the call.
• The system will automatically log all agents out when all calls holding, prior to night mode are
answered.
Automatic Night-to-Day Mode
QuickQ switches from night mode to day mode when the first Agent of the group logs into the system to
take calls. This ensures there is always someone logged in to take calls before the system accepts them.
Automatic Answer Mode
An Agent that operates in the automatic answer mode wears a head set. For incoming calls, the system
rings the agent’s telephone and connects the call directly to it.
Manual Answer Mode
An Agent in manual answer mode chooses to answer the incoming call or to reject it using the interactive
buttons on his or her telephone.
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Overflow Group
The overflow group is a secondary group of Agents to whom the system will direct calls after the
overflow threshold time-out occurs (default is 3 minutes, 30 seconds). The overflow group allows agents
in more than one group to handle calls. By handling calls from other groups, Agents increase the overall
call handling efficiency of the system. The system allows 4 overflow groups for each group. The overflow
groups are set by the System Manager.
Note: Overflow level 4 can be set to a specific Non-ACD extension.
Example:
Agents in Group Two will receive calls from Group One when the preprogrammed period of time (default
is 210 seconds) has gone beyond the overflow threshold (preset depending on the Group’s requirements).
If all agents in Group Two are busy, the system can “look back” to Group One and direct calls there as
agents become available.
Overflow Threshold
The overflow threshold is the period of time that the system holds a call before it transfers it to an
overflow group.
Priority Call Handling
There are four call handling priority levels (01 is the highest priority and 04 is the lowest priority).
System Managers can assign a priority status to sub-groups of telephone lines. The system will queue the
calls that arrive on those lines ahead of the calls that arrive on non-priority lines.
Example: Assign 800 numbers a priority of 01 so Agents will answer these calls before they answer any
other call. This is important, as network billing starts as soon as the QuickQ answers the call.
Individual Agents can have a priority status (01 to 04). The system assigns calls to Agents with the
highest priority before it assigns calls to lower priority Agents.
Example: Assign Agent 200 a priority of 01 and Agent 209 a priority of 04. Agent 200 will receive
incoming calls before Agent 209 receives any regardless of idle time. This allows Agent 209 to be
available for calls yet be less likely to be interrupted from any other assigned work. This means Agent
209 can do assigned paperwork during a known slack period and still be available to answer calls if all
other Agents are busy.
Redirect Threshold
If a call is not answered by an Agent (for example, the Agent forgot either to log-out or to make their
telephone busy before leaving their desk) for a period of time defined as the redirect threshold time, the
system will redirect the call to another Agent or group and automatically make the Agent’s telephone
busy. This occurs only in Manual Answer Mode.
Call Screen Mode
This mode of call routing sends all calls to the digital voice announcer. Callers hear the complete initial
delay announcement before their call is directed to an Agent. Usually the message is used to provide the
caller with certain information (promotional information or instructions such as “Please have your credit
card number ready”) prior to talking to an Agent.
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QuickQ System Manager's Guide
Using the Mouse and Keyboard
You can use the QuickQ system with either the mouse-pointing device or the standard keyboard. Employ
the method with which you feel most comfortable.
If you are unsure how to navigate the QuickQ menus and enter data or select items, refer to Appendix A
for a description of the QuickQ graphical windowing environment, and details for using the mouse and
keyboard.
If you are confident that you can use these techniques adequately, go on to QuickQ programming.
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Programming QuickQ
Programming QuickQ
You can program the QuickQ features by any of the following parameters:
• System,
• Group,
• Sub-group,
• Agent.
You must program QuickQ from the system console using the windowing graphic environment with
either the mouse or the keyboard. If you are not familiar with using a mouse or the keyboard in a
windowing graphic environment, refer to Appendix A.
Understanding System Startup
At initial installation, the installer performs system startup and programs the DXP or DXP Plus digital
communications system and the QuickQ to work together.
The system begins operation with the following default settings:
• System Manager ID #
900
• System Manager Password
• Group Supervisor ID #
901 to 916
• Group Supervisor Password
901 to 916
• Agent’s ID #
No default
• Agent Password
No default
• Overflow Threshold
210 seconds
• Overflow Group
No overflow
• Alarm Threshold
45 seconds
• Redirect Threshold
• Priority Override
2 minutes
• Alarm Threshold Calls in Queue
• Automatic Force Call
No
• Call Screening
No
• Day to Night Mode
Yes
• Manual Answer
Yes
• Agent Priority Level
01
• Time for Day to Night Mode
• First Message
1
• Agent Wrap-up
• Night Message
3
• Second Message
2
• First Message Delay
10 seconds
• Special Message
4
• Line Priority Level
01
• Music Interval
900
20 seconds
0
5:30 p.m.
10 seconds
30 seconds
To determine which settings are applicable to you, refer to the relevant headings on the following pages.
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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.
Programming The System Level Configuration
Performing Initial Sign In
Use the following steps to gain access to the system.
1. Press Esc to close the QuickQ Status window (Figure 3-1).
QQ50
Figure 3-1 QuickQ Status Window
2. On the main system window, select the S i gn - In menu bar option. Either move the pointer to it and
click the left mouse button, or hold down the Alt key and press the S key (Figure 3-2).
QQ70
Figure 3-2 Sign In Window
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3. The System Access window appears, and the ID# box will display 100. You can type without
having to first clear this value (Figure 3-3).
QQ51
Figure 3-3 ID and Password
4. The System Manager ID# and the password both default to 900. Type 900 at the ID# box and press
Enter. The highlight moves to the Password box. Type 900 again and press Enter.
5. The Supervisor/Manager Sign In window appears. Select the M an a ge r line (Figure 3-4). Press
Enter using the keyboard.
QQ52A
Figure 3-4. Supervisor Sign In Window
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6. The screen display changes to show the Manager window, and the menu bar will now display a series
of five options:
• S i gn - ou t
• S y st e m- S et u p
• G r ou p -P r og r am m in g
• S y st e m- B ac k up
• M a na g em e nt In f o
You are now signed in to the QuickQ system. For security reasons you may wish to change your ID# and
password at this time.
After ten minutes of inactivity, the screen saver will turn on with a moving COMDIAL logo and the clock
update on the screen disappears. Moving the mouse or pressing a key disables the screen saver and the
previous windows appears, along with the clock. (Screen saver will not turn off if on a real time window).
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Setting Up The System
Setting the Company Name
1. Select System Setup from the menu bar. This will display a menu containing seven options:
• C o mp a ny Na m e
• I D /P a ss w or d
• T i me / Da t e
• I n te r gr o up Ov e rf l ow
• A n no u nc e me n t
• A c co u nt Co d e
• S t at - Bi n
• Wallboard
2. Select the Company Name option. The Company Name window appears. Type in the desired
company name.
3. To save the change, click on Save-To-Disk, or hold down the Alt key and the S key at the same
time.
4. The Save Company Name window appears. Selecting Yes or pressing Alt Y prompts the system to
save the changes and to close all windows automatically. Selecting No or pressing Alt N returns to the
Company Name window. You can now close this window by pressing Esc or double clicking on the
close box.
Changing Passwords and ID’s
Using the following procedure, select the group of your choice from the ID/Password window, change the
group names, change the Supervisor names, and change the ID# and passwords of the Supervisors of all
groups.
1. Pull down the System Setup from the menu bar and select ID/Password from the second line
of the menu.
2. The menu closes and the ID/Password window appears with the highlight bar over the Gp. 00
SYSTEM line. Press Enter or click on the highlight with the mouse (Figure 3-5).
QQ71
Figure 3-5. IDs/Passwords
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3. The Edit ID and Password window appears as shown in Figure 3-6.
QQ72
Figure 3-6. Edit ID and Password Window
NOTE: Group 00 refers to the Manager’s Password/ID. This does not refer to one of the call
processing groups. For Groups 01 - 16, enter the name of each department that will be
processing ACD calls.
4. If you wish to change the name, type in the new name at the highlight. To move to the Supervisor
box, press the Tab key or click on the box with the mouse.
5. If you wish to change the name of the Supervisor, type in the new name. To move to the ID# box,
press the Tab key or click on the box with the mouse.
6. Type in the ID# you wish to use (you can use only numeric digits for the ID# and password, with a
range of 100 to 999).
7. Move to the Password box and type in the password you wish to use (you can use only numeric
digits for the ID# and a password of 100 to 999).
8. When you have entered the details in the boxes to your satisfaction, select the U p da t e option from
the menu bar or press Alt U to save your new details.
9. The Save Changes window appears. If you select Yes or press Alt Y, the system saves the changes and
closes the Save changes window automatically. If you select No or press Alt N the system returns to the
Edit ID and Password window. Press Esc or double click on the closebox to exit the Edit ID and
Password window. You can now set or change other system parameters.
10.After making all necessary changes, select the S av e -T o -D i sk option on the menu bar or press
Alt S to save the changes to the hard drive.
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11.The Save ID / Password window appears. If you select Y es or press Alt Y, the system saves all
changes made and all windows closes automatically. If your option is No or if you press Alt N, the
Save ID / Password window closes. You will return to the ID / Password window. You can now exit
this window by pressing Esc or double click on the close box.
Setting the Time and Date
The time and date are set within your telephone system (refer to your Telephone User Manual). This
option is used to synchronize the QuickQ time and date to the Phone system. This function is performed
automatically every hour, but can be performed manually as follows:
1. Pull down the S ys t em Se t up menu.
2. Select Time/Date. A small Time/Date window appears.
3. If the displayed time and date are incorrect, click on the S y n. C lo c k box, or press Enter. This
synchronizes the clock with the clock in the DXP (Figure 3-7) and closes the window automatically.
4. If no changes are necessary, close the window by double clicking on the close box or pressing the Esc
key.
QQ73
Figure 3-7. Synchronizing The Clock
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Setting the Intergroup Overflow
Intergroup overflow improves the effectiveness of a Call Center by utilizing additional groups
(departments) as back-up to answer calls, if the primary group is busy beyond the set time parameters.
Once the overflow timer has been exceeded, the system presents the call to the first available of the five
groups (primary and four overflow). For calls to overflow to the appropriate groups, you must set the
overflow patterns using the following procedure:
1. Pull down the System-Setup menu and select the Intergroup Overflow option. The
Intergroup Overflow window appears with a list of each group and their respective overflow levels
(Figure 3-8).
QQ74
Figure 3-8. InterGroup Overflow Window
2. Use the Up and Down arrows and the Page Up and Page Down keys to highlight the group for which you
wish to set the overflow parameters, and either press Enter or click on it with the mouse to select it.
3. The Edit ACD Intergroup Overflow window appears.
4. Press the Up/Down arrow keys to change between groups. Alternately, you can press the Enter key on
a highlighted field to cause a pull-down menu to appear, then highlight the overflow option for that
field. Press Enter again to insert the highlighted setting in the field and close the menus. To set the four
overflow levels, use Tab to move from field to field. With the mouse, click on the down arrow at the
end of the field to display the same menu. Click on a menu option to select it. This action
automatically closes the menu.
5. When you have set the four overflow levels to your satisfaction, use the mouse to click on the
U p Da t e menu bar option and close the box or press Alt U.
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6. The Save Intergroup Overflow window with Yes and No option appears. Use the mouse to click on
Yes or press Alt Y to save changes and automatically close the menu. Click on No or press the Alt N
key to return to the Edit ACD Intergroup Overflow window. If, at this point, you wish to exit the
window, double click on the close box with your mouse or press the Esc key.
7. When you have set the overflow patterns for all of the groups that you will use, use the mouse to click
on the Save-To-Disk option on the menu bar or press Alt S. The Save Intergroup Overflow
window appears. Select Yes or pressing Alt Y to save the changes and close the windows
automatically. Press the Esc key or double click on the close box to exit.
Setting Announcement Titles
The integrated Digital Voice Announcer (DVA) provides storage for voice announcements. The DVA16
model provides storage for 16 messages (total 5 min. 20 sec. recording time). If you are using a DVA01
model, you can store four messages (total 2 min. recording time). These messages are recorded from any
telephone set logged in as a supervisor.
NOTE: Describing the content of these messages can be added to the P.C. by the manager.
When using the DVA16, use the following procedures to set the Announcement Titles:
1. Pull down the S ys t em - Se t up menu and select the An n ou n ce m en t option.
2. The Message window appears (Figure 3-9) to provide information.
QQ75
Figure 3-9 Message Window
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3. Use the Tab key or click on the mouse to move the highlight in the Description field to the message
that you wish to title. Type a reminder note to help you identify and locate the various messages.
NOTE: The times shown beside the descriptions detail both the total time allocated to the
message (that is, the length of time occupied by the first version of the message) and
the amount of recording time that the current message occupies.
4. If a number is selected by clicking on the mouse or pressing Enter, it will open the Message
Information window indicating which group and subgroup is assigned the message. It also indicates
whether the message is a first, second, night, or special message. This window is mainly for
informational purposes and does not include an editing function. Press Esc or double click on the close
box to exit.
5. After updating the reminder notes for different messages, select Save-To-Disk. The Save Changes
window will appear. Select Yes, or press Alt Y to save the changes and close both windows. Select No
or press Alt N to return to the Message window. Press Esc or double click on the close box to exit.
Assigning Account Codes
QuickQ enables you to classify calls into various categories by assigning account codes to the calls.
Agents classify each call from their telephone using the account codes that the System Manager assigns
with this procedure.
When the Forced Account Codes feature is selected (see Configuring The Group Parameters), agents
are not able to enter the wrap-up mode until they enter an account code.
1. Pull down the S ys t em - Se t up menu and select the Ac c ou n t C od e option. The Account
Code Range window appears.
2. Click on the O k button. The Account Code Setup window appears (Figure 3-10).
NOTE: The Account Code Range window allows you to select a range of account codes from a
long list. If you only have a few account codes, you can bypass this screen by clicking
on the Ok button.
3. To add new account codes, select Ad d from the menu bar or press Alt A. The Add Account Code
Setup window appears.
4. Enter the new three digit code and press Enter. Type a description of the account code in the
D e sc r ip t io n area. Click on the Create Account menu bar or press Alt C. The Add Account
window appears.
NOTE: The account code and description appears in the Account Code Report.
5. Click on Yes or press Alt Y to add the information that you have just entered onto the Account Code
Setup list. The system returns to the Add Account Code Setup window for another entry. If no further
account is to be entered, press Esc or double click on the close box to close this window. You will
return to the Account Code Setup window.
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6. To edit an existing code, highlight the code and press Enter or click on the code with the mouse.
The Edit Account Code Set up window appears.
7. After making the necessary changes, select Update from the menu bar or Press Alt U. The Save
Changes to Account window appears. Click on Yes or press Alt Y to save all changes made to the
code. The Edit Account Code Setup window & Save Changes to Account window closes
automatically. You will return to the Account Code Setup window.
8. To delete an Account Code, highlight the code and press Enter or click on the code with mouse.
Select Delete from the menu bar or Press Alt D on the Edit Account Code Setup window. The Delete
Account confirmation window appears. Click on Yes or press Alt Y to delete the highlighted account
code. The Edit Account Code Setup window and Delete Account confirmation window closes
automatically. Click on No or press Alt N to close the Delete Account confirmation window. You are
now returned to the Edit Account Code Setup window. If no further changes are desired, press Esc or
double click on the close box to exit.
9. After you finish setting up your account codes, select Save-To-Disk on the menu bar or Press
Alt S. The Save Account Code(s) confirmation window will appear. Click on Yes or press Alt Y to
save the changes to the hard disk and to close the window automatically. Click on No or press Alt N to
return to the Account Code Setup window. If you do not want to save the changes previously entered,
press Esc or double click on the close box to exit. Repeat the same steps to exit the Account Code
Range window.
NOTE: The Account Code and its description appear in the Account Code Report.
QQ76
Figure 3.10. Account Code Setup Window
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Arranging The Stat-Bins
QuickQ has six levels of stat-bins for answered and abandoned call statistics. Use the following procedure
to setup the time bins that are used to collect the system statistics.
1. Pull down the System-Setup menu and select the Stat-Bin option.
2. A pull down menu appears with Answer Bin and Abandon Bin.
QQ77
Figure 3-11. Answer Time Bin Window
3. Select Answer Bin and the Answer Time Bin window appears with the Time Bin 01 box
highlighted (Figure 3-11).
4. Type the time bin parameters in minutes and seconds. Repeat for all remaining time bins. You can
move from one time bin to another by pressing Enter. Save the newly entered data by clicking on the
Save-To-Disk menu bar item.
5. The Save Answer Time Bin window with Yes and No option appears. Click on Yes or press Alt Y to
save the data entered and close all windows. Click on No or press Alt N to close the Save Answer Time
Bin window and return to the Answer Time Bin window. Press Esc or double click on the close box to
exit this window.
6. Pull down the Stat-Bin menu and select Abandon Bin option. Repeat step 4. The Save
Abandon Time Bin window appears after selecting Save-To-Disk on menu. Click on Yes or
press Alt Y to save the data entered and close all windows. Click on No or press Alt N to close the
Save Abandon Time Bin window and return to the Abandon Time Bin window. Press
Esc or double click on the close box to exit this window.
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Understanding The Wallboards
QuickQ can support up to 16 optional wallboards. Even though parameters for both mono-color and
tri-color wallboards are shown in the program, only tri-color wallboards are functional in QuickQ, version
3.0. The tri-color wallboards have a 40-character display (two rows of 20 characters) consisting of red,
yellow, and green LEDs.
Modes Of Operation
QuickQ wallboards are allowed two modes of operation—parameter mode and text mode. In the
parameter mode they display operational parameters and in the text mode they display text messages.
Parameter Mode
Color wallboards display up to six parameters as shown in the example below. When the first agent signs
in, the wallboard is initiated into the day mode.
When a summary is selected, every hour the wallboard displays the totals for the past hour and the totals
of the day up to display time. When the system goes into the night mode, the totals for the past hour (or
part of an hour) together with the final totals for the day are displayed. For 24-hour sites, QuickQ is reset
to a new day at 00:00 (midnight). As a result, the last summary of the day is displayed at 00:00
(midnight).
When an alarm condition is met, the wallboard either displays a scrolling message or it flashes the display
parameters in red. The audible alarm (buzzer) will also sound, if that option is programmed.
Green
Yellow
Flashing Red (threshold = 2)
Parameters
I H 15
AH 2
OH 2
SH 84
AB 14
QL5
IH = Incoming calls received in the current hour
AH = Abandoned calls in the current hour
OH = Outgoing calls made in the current hour
SH = Grade of service offered in the current hour
AB = Number of agents busy
QL = Queue length (number of calls in queue)
QQ117
Text Mode
A total of 32 messages can be stored in the QuickQ message library. Each message can contain a
maximum of 70 characters with up to six parameter tokens (see Table 3-1). A parameter token is a
two-letter abbreviation, enclosed in brackets, representing a parameter; for example, [IH] means incoming
calls received in the current hour. The tokens are embedded within the text and are replaced at display
time by the actual value. Invalid parameters will be displayed as text on the wallboard.
A text message can be initiated by a manual request via the keyboard of the QuickQ’s PC. Alternately,
users can program the wallboard to display messages at a specified time of the day and on a specified day
of the week. Text messages can also be initiated on an event basis, as when a threshold condition is met.
Scrolling text messages always appear in red with their titles (if used) in green. Text messages scroll
continuously for three times. To alert agents of a new text message, users can activate the audible alarm
option. The example below illustrates how parameter tokens SH and SD are converted to actual values in
the scrolling text message.
Wallboard title in green
SYSTEM PERFORMANCE
Wallboard message in red scrolls three times
THE GRADE OF SERVICE IS NOW 84%. THE GRADE OF SERVICE FOR TODAY IS 92%.
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Priorities
When more than one message is sent to a wallboard or a group of wallboards at the same time, priorities
are used to determine the sequence in which these messages will be displayed. The order of priority to
display messages are as follows:
1. Scheduled messages (triggered by time).
2. Alarm messages (triggered by an alarm threshold).
3. General messages (manually sent).
4. Parameter mode information (parameters and group titles).
Parameters are the only kind of displayed information that can be over-written. All other messages will
remain on the wallboard until their preset duration expires. Not until then will another set of messages
appear on the wallboard.
Setting Up The Optional Wallboards
The following steps outline the procedure for setting up the optional wallboards.
1. Pull down the System-Setup menu and select the Wallboard option.
2. A pull-down menu appears with Setup and Parameter.
3. Select Setup and the Wallboard Setup window appears (Figure 3-12).
4. Press the up or down arrow key to highlight the wallboard you want to setup or change.
5. Press the Enter key with the appropriate wallboard highlighted. The Wallboard Setup–Edit Wallboard
XX window appears (XX = your selection from step 4).
6. Select the group to which the wallboard is assigned by pressing the down arrow in the Group box. A
pull-down menu appears with group options. Select the proper group by using the up and down key
and the Enter key or clicking your selection with the mouse.
7. Press the Tab key to move to the Type field. Press the down arrow for a pull-down menu showing
Mono and Colour.
8. Select the proper wallboard type by alternately highlighting the Mono and Colour selections using the
up or down key and the Enter key or clicking on your choice using the mouse.
NOTE: If you selected “Mono” in step 8, skip steps 9 and 10 because titles are not used on
Mono wallboards.
9. Skip this step if you selected Mono in step 8. Press Tab to move to the Title field. Click on the down
arrow box and select Yes or No.
10.Skip this step if you answered No in step 9. If you answered Yes, move to the Title Display field by
pressing the Tab key. Type the title you want to use for the selected wallboard. You can use any title
up to 20 characters in length.
NOTE: The title you enter here will appear centered on the top row of the wallboard in green
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characters. This is for the text mode only.
11.Press the Tab key to move to the SUMMARY field. Press the down arrow box to show the Yes or No
options. Make your selection by pressing the Enter key or clicking on your choice with the mouse.
NOTE: When you enable the summary option, the word “SUMMARY” will appear centered
on the top row of the wallboard in green letters. The summary displays parameter pairs
and occurs hourly and when the group or system goes to night mode.
12.Press the Tab key to move to the BUZZER field. Press the down arrow box to show the Yes or No
options. Make your selection by pressing the Enter key or clicking on your choice with the mouse.
NOTE: When enabled, the buzzer sounds whenever a new text message is being displayed on
the wallboard.
13.After you have set up all wallboards, save your changes by clicking on Save-To-Disk.
14.The Save Wallboard Setup confirmation window will appear with Yes and No options. Click on Yes
or press Alt Y to save the data entered and closes all windows. Click on No or press Alt N to close the
Save Wallboard Setup window and return to the Wallboard Setup window. Press Esc or
double click on the close box to exit this window.
ORANGE TEAM
GREEN TEAM
QUALITY SCORES
QQ102
Figure 3-12. Wallboard Setup Window
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Setting Up The Wallboard Parameters
You can select parameters for displaying call center status on a real time basis. You can only select three
parameters when you are using the mono wallboard because those wallboards have only a single row
available for characters. However, when you are using the color wallboard, you can use either three or six
parameters depending on how you have it set up. If you enabled a wallboard title on a color wallboard,
you will not have the top row available, so you can use only three parameters.
1. Pull down the System-Setup menu and select the Wallboard option.
2. A pull-down menu appears with Setup and Parameter.
3. Select Parameter and the Wallboard Parameter window appears.
4. Highlight the wallboard you want to assign parameters to by pressing the up or down arrow keys.
Press the Enter key. The Wallboard Parameter-Edit window appears.
5. Press the Tab key to highlight the parameter (P1–P6) you want to change.
6. Press the down arrow box to display a menu showing all of the parameter types you may select. See
Table 3-1 for a description of the parameter types.
QQ103
Figure 3-13. Wallboard Parameters Window
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Programming QuickQ
Table 3-1. Wallboard Parameters
Parameter
ID
IH
AD
AH
OD
OH
SH
SD
AO
AI
AF
AB
AL
QL
QT
Description
Digit Range
Incoming calls received in the current day
Incoming call received in the current hour
Abandoned calls in the current day
Abandoned calls in the current hour
Outgoing calls made in the current day
Outgoing calls made in the current hour
Grade of Service offered in the current hour
Grade of Service offered in the current day
Number of Agents on outgoing calls
Number of Agents on incoming calls
Number of Agents free to receive calls (idle)
Number of Agents busy
Number of Agents logged on to the QuickQ
Queue length, number of calls in the queue
Queue time (waiting time of the longest waiting call in seconds)
1-4
1-4
1-3
1-3
1-4
1-4
1-2
1-2
1-2
1-2
1-2
1-2
1-2
1-2
1-3
7. Highlight the parameter you want to select and press Enter. Repeat this procedure for all parameters
until you have defined all of them.
NOTE: Each parameter type (when active) is defined in the Wallboard Parameters Help Bar at
the bottom of the Wallboard Parameter–Edit window. See Figure 3-13.
8. When you finish defining all parameters, press Update. The Save Wallboard Paramters
window appears with Yes and No options. Click on Yes or press Alt Y to save the entered data and
close all windows. Click on No or press Alt N to return to the Wallboard Parameters window.
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Programming Group Levels
By System Manager
Group Supervisors can only alter the parameters for their particular group but System Managers can use
this procedure to change any of the settings for any of the groups.
1. Select Group Programming from the Manager window menu bar. A pull-down menu appears
with the names of all the groups on the system (Figure 3-14).
QQ78
Figure 3-14. List of System Groups
2. Select the group you require (either highlight it and press Enter or click on it with the mouse). A small
window appears offering you the chance to either sign through to that group or to abandon the action.
Select the action you wish to perform by clicking on the appropriate button.
3. No further action takes place if you select N o; however, you can choose another option from the
Manager window menu bar.
4. If you select Ye s , the system puts you at the Manager/Supervisor level. The screen will change to the
Supervisor screen where you will have access to all of the group Supervisor facilities. (These are
described in the Group Level Programming By Supervisor.)
5. When you sign out from the Manager/Supervisor level, the system returns to the normal Manager
level. To log out from the system, make sure you are at the Manager window (and not at the
Manager/Supervisor window), and select the Si g n- O ut option from the menu bar. The system
then displays the Sign In window showing the S ig n -I n option menu bar. The system is now ready
for the next person to sign into the QuickQ system.
3-18 Programming The QuickQ System
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Programming QuickQ
By Group Supervisor
As a Group Supervisor, you must sign into the system using the following procedure.
1. On the main system window, select the Sign-In menu bar option. The System Access window
appears. The Group Supervisor’s default ID# and password are follows: 901 for group 1, 902 for
group 2, and so on through 916 for group 16. If you experience difficulty, verify ID and password
numbers with the System Manager.
2. Press Enter or click on Select at the Supervisor/Manager Sign-In Window.
3. Once you have signed into the system, the Supervisor window appears and the main menu bar displays
four options:
• Group Setup
• Agent Group Setup
• Line Group Setup
• Management Info.
From here, you can set certain parameters for your group and examine the Management Information
System reports.
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.
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Configuring The Group Parameters
Use this procedure to configure your group parameters:
1. Select G r ou p -S e tu p from the menu bar. The Parameter Setup and Day to Night Schedule
options appear. Select Parameter Setup and the Group Setup window (Figure 3-15) appears and shows
the group name in the title bar. The screen also displays the default settings for a variety of
parameters. Continue with step 2.
2. To change the overflow threshold, move the highlight to the top box, and enter the new time in place
of the old time. This programming action sets the time that a call waits before the system transfers it to
the overflow groups.
3. Repeat step 2 to set the Redirect Threshold (Time). Always set this time to less than one minute (the
default time is 20 seconds). If a call is ringing beyond the Redirect Threshold time, the system will
transfer the call to another agent. At the same time, it will also make the previous agent Busy, so calls
will not be directed to this agent.
4. The Alarm Threshold (Time) is a preprogrammed time parameter to monitor the number of calls
waiting in queue (default period is 45 seconds). When the Alarm Threshold (Time) works together
with the Alarm Threshold (Calls in Queue), the audible alarm will trigger on the Agents’ sets.
QQ79
Figure 3-15. Group Setup Window
5. The Al a rm Th r es h ol d ( C al l s I n Q ue u e) specifies the number of calls exceeding
the Al a rm Th r es h ol d T i me before the audible alarm is triggered. To disable the audible
alarm, set this parameter to 0. If you wish to primarily use the A l ar m T h re s ho l d( T im e )
to trigger the alarm, set this parameter to 1.
6. The Priority Override (Time) 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.
3-20 Programming The QuickQ System
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Programming QuickQ
7. If you set the Call Screening field to Yes, the system forces all callers to listen to the entire first
message. This action reduces the number of calls that require personal assistance by providing the
information on the first message.
8. Use the Automatic Force Call field when the Agents are using a headset. The system sounds a
tone in the Agent’s headset and connects the call. The default setting is No. The action provided by
this feature is the opposite of Manual answer. Therefore, if you set this option to No, the system
automatically changes Manual answer to Yes.
9. Manual Answer mode is used when agents have to answer calls with the handset. When the
Automatic Force-Call is changed to No, this option will be set to Yes automatically.
10.When the Force Account mode is set, the system will prevent the agent from going into the
wrap-up mode until he/she has entered the account code for which that call is to be assigned.
11.Set the All Agents Busy Alarm when you want the system to notify the supervisor and agents
of this condition.
12.To receive information on incoming calls like the caller’s telephone number for example, turn the
Caller Line ID on.
13.After finishing with the Group Setup window, use the Save-To-Disk option on the menu bar before
you close the window.
14.The Save Group Setup window appears. Select Yes or press Alt Y to save and close the
windows automatically. Select No or press Alt N to close the Save Group Setup window and
return to the Group Setup window. Press Esc or double click on the close box to exit.
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Configuring The Group Day To Night Schedule
Use this procedure to specify whether the system will automatically switch to night mode at the specified
Day-to-Night mode time. Every group can set its own unique seven-day schedule.
1. Select Group-Setup from the menu bar. The Parameter Setup and Day to Night schedule options
appear. Select Day to Night Schedule and the Day to Night Schedule window appears (Figure 3-16).
2. Select the days you want to schedule by clicking on the down arrow box in each of the boxes on the
left side of the window. For example, if your site operates Monday, Tuesday, Thursday, Friday, and
Saturday, your schedule would be arranged as follows:
Monday
Tuesday
Disable
Thursday
Friday
Saturday
Disable
3. Set the time for each day by using the 24-hour format (example, enter 15:30 to set 3:30 in the
afternoon) to correspond with each day on the left of the window. This is the time of day that the
system will go to the night mode for the active group.
4. When you have finished with the schedule, press Save-to-Disk. The Save Day to Night
Setup window appears with Yes and No options. Click on Yes or press Alt Y to save the data
entered and close all windows. Click on No or press Alt N to close the Save Day to Night
Setup window and return to the Day to Night Schedule window. Press Esc or double click
on the close box to exit this window.
QQ80
Figure 3-16. Day To Night Schedule
3-22 Programming The QuickQ System
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Programming QuickQ
Configuring The Agent Group-Setup
Use this Agent group setup procedure to assign agents to the Agent sub-groups, to remove Agents from a
group, and to set or change Agents’ ID#, password, priority and wrap-up times. Agents may be assigned
to one of four Sub-groups. These Sub-groups are used for statistical purposes only. (For example:
Subgroup 1 contains all full-time staff, subgroup 2 are all part-time staff, etc.) Calls will be distributed to
all agents in a subgroup evenly.
1. Select Agent Group-Setup from the menu bar, a pull down menu appears with 4 Agent Groups.
Select the Sub-Group you wish to work with and the Agent Group Window appears. The scrollable
area (the area with scroll bar on the right edge) contains the Agent details. If there are no agents in the
group, this area is blank (Figure 3-17).
QQ81
Figure 3-17. Agent Group Window
2. If the selected subgroup does not exist, the Add Agent Group Window will appear. Select Yes or
press Alt Y to create the subgroup and open the Agent Group Window.
3. To add an agent, select Add from the menu bar. The Add Agent Window appears at the top of the
screen (Figure 3-18).
QQ82
Figure 3-18. Add Agent Window
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4. Type the name of the Agent at the AGENT default entry. Eight character spaces are provided for the
agent’s name.
NOTE: If you are using the keyboard, use the Tab key to move from field to field. If you are
using the mouse, click on the field you wish to work with.
5. Enter the ID# and password for the Agent. When you are in the Priority field, press Enter or click on
the arrow icon, and a drop-down menu appears. From this menu, select the priority for the Agent
(Priority 01 is the highest and 04 is the lowest. When a call comes in, it will first be sent to agents with
the highest priority). Enter the wrap-up time (in minutes and seconds) in the Wrap Up field (Wrap-up
time provides the agents a short break to finish their paper work before they are assigned another call).
6. After you have entered all Agent details, select Create-Agent from the menu bar. The Add
Agent Window appears prompting you with Yes or No. Select Yes or pressing Alt Y will add to the
agent list and return to the Add Agent Window. When you are finished making entries, press Esc or
click on the close box to exit the Add Agent Window.
7. If you wish to change or delete an Agent entry from the sub-group, highlight it and press Enter or click
on it with the mouse. The Edit Agent Setup window appears, and provides two options on the
menu bar, Update and Delete. After changing the agent information, select Update or press Alt
U. The Update Agent Information window appears with the Yes and No options. Select Yes
or press Alt Y to save the changes made. The Edit Agent Setup window and the Update
Agent Information window closes automatically. Select No or press Alt Y to close the Update
Agent Information window and return to the Edit Agent Setup window.
NOTE: Press Enter to move the cursor from the Agent Group Name to the Agent in the scroll
area.
8. If you wish to delete the agent from the sub-group, click on the Delete option or hold down the Alt key
and the D key at the same time. The Delete agent from sub-group window appears. Select
Yes or press the Alt key and the Y key at the same time to delete the agent from the Agent Group list.
The Delete agent from sub-group window and the Edit Agent Setup window close
automatically.
9. After entering all agent information, select Save-To-Disk on the menu bar or press Alt S. The
Save Agent Group window appears with Yes and No prompts. Select Yes or press Alt Y to save
all information to the hard disk and close the windows automatically. Select No or press Alt N to close
the Save Agent Group window and return to the Agent Group Window. Press Esc or click on
the close box to exit.
3-24 Programming The QuickQ System
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Programming QuickQ
Configuring the Line Group-Setup
During installation, the technician assigns the lines to different Subgroups. For example, local lines will
be grouped in one Subgroup and Inwats lines will be grouped into another Subgroup.
LineGroup-Setup is used to set up various parameters for the line groups. It provides end users
flexibility of assigning different messages and priority levels to the different Subgroups. Use this
L i ne G ro u p- S et u p procedures to configure parameters for the installer-assigned line groups
1. Select LineGroup-Setup from the menu bar, and select one sub-group from the drop-down menu.
The Line Group window opens with the title of the line group in the title bar (Figure 3-19). If the
selected Line Group does not exist, the Add Line Group Window appears. Select Yes or Press Alt Y to
create a Line Group and the Line Group Window appears.
QQ83
Figure 3-19. Line Group Window
NOTE:If you open a non-existing Line Group by mistake,always select No or hold down,the Alt
key and the N key together. Once you create a new Line Group,it cannot be removed–if
the line Group created will appear on aIl Line Group reports. However, this will not
affect normal operation.
2. To change the name of the line group, highlight the Line Group Name box and begin typing.
NOTE: If you are using the keyboard, use the Tab key to move from field to field and if you are
using the mouse, click on the field you wish to work with.
3. You can specify which messages (16 available messages) the system will use. If all agents are busy,
the first message offers an introductory message and puts customers on hold. The second message
reassures customers that an agent will be with them shortly. The default is messages 1 and 2
respectively.
4. The system plays the night message while QuickQ is in night mode, and disconnects the caller at the
end of the message. The default for this message is 3.
5. The system plays the special message in unusual circumstances and disconnects the caller at the end of
the message. Special message can be used in emergency situations (such as a power failure or a bomb
threat), or if the office has to close early. When the system switches to night mode, the special
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message changes to the night message.
6. The First Message Intercept Delay is the time between when QuickQ answers the call and plays the
first message to the caller if all agents are busy. Enter this time in minutes and seconds (default equals
10 seconds).
7. The Music interval is the time between messages (between the first and second. and between repeats
of the second message). Enter this time in minutes and seconds (default is 30 seconds).
8. Establish the line group priority. Click on the arrow icon or press Enter to open a drop-down menu.
Use this menu to choose a priority level (01 is the highest priority and 04 is the lowest priority).
Priority lines are usually assigned to Inwats lines to cut down on long distance costs.
9. When you have finished setting the parameters, save your changes by selecting the Save-To-Disk
option from the menu bar. The Save Line-Group Changes window appears. Select Yes or press Alt Y
to save your data and close the windows.
Understanding the Messages
The QuickQ system can store up to 16 messages. The Message window (refer to Setting Announcement
Titles on Page 3-9) allows you to view the length and number of these messages. You can enter a
description to label each one if you wish.
The Current setting shows the length of the message in minutes and seconds. The Limit setting shows the
time available for the message. QuickQ allows a total of 320 seconds of message recording time.
The recording medium is a random access memory (RAM) chip; however, a cassette tape was used in the
following figures to illustrate for you the recording technique you can use to create buffers. These buffers
allow you to replace messages with new ones of longer length without disturbing other stored messages.
Step 1 - Original recording
MESSAGE #1
START
TALKING
MESSAGE #1
STOP
TALKING
MESSAGE #2
STOP
TALKING
MESSAGE #2
START
TALKING
10 sec.
10 sec.
23 sec.
TALK
SILENCE
TALK
DIRECTION OF TAPE
Step 2 - Re-record message #1 to create a 10-second buffer
MESSAGE #1
START
TALKING
MESSAGE #1
STOP
TALKING
MESSAGE #2
STOP
MESSAGE #2
START
10 sec.
10 sec.
23 sec.
TALK
BUFFER
MESSAGE #2
DIRECTION OF TAPE
Step 3 - Use original 10 seconds plus 4 seconds of buffer to record
new message #1
NEW
MESSAGE #1
MESSAGE #2
STOP
START
TALKING
NEW
MESSAGE #1
START
TALKING
14 sec.
6 sec.
TALK
BUFFER
MESSAGE #2
STOP
23 sec.
MESSAGE #2
DIRECTION OF TAPE
QQ112
3-26 Programming The QuickQ System
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Programming QuickQ
Using The Calling Line Identification (CLID) Feature
The QuickQ system supports preferred customer routing based on Calling Line ID network digits. It
provides a method of call routing that can handle a preferred customer list of up to 50 preferred customers
per group. The system can also route a total of 320 preferred customers to agents within specifiec agent
subgroups. Calls from preferred customers are routed to agents in a specified sub-group. Each group
supervisor has the option to activate this feature for his or her group. When this feature is activated, two
additional reports are available, on demand or at programmed intervals—
• Abandoned Call Record (a printed list of all preferred customers that hang up during a call),
• Preferred Customer Report (a printed report displaying group statistics on abandoned calls and
telephone numbers of preferred customer calls that were abandoned).
Adding Customers To The Preferred Customer List
1. Select CLID from the menu bar, a pull-down menu appears with two selections. Click on customer
Setup and the Customer Setup window appears.
2. To add a customer to the preferred customer list, click on Add. The Add Customer window appears.
3. Type the customer’s name in the Customer field. Press Tab to move to the Phone Number field and
enter the customer’s telephone number. Press Tab to move to the Priority field. Press the down arrow
box for a pull-down menu showing the priority choices. Use the up or down arrow key and the Enter
key to select the priority or click on the priority with the mouse to select it. Press Tab to move to the
Group selected. Press the down arrow box for a pull-down menu listing the group choices. Use the
up or down arrow key and the Enter key to select the group or click on the group with the mouse to
select it. (x is a wild card; for example, (xxx)555-xxxx is all 555 calling area.)
4. Add this preferred customer data to the preferred customer list by clicking on Create–Customer.
The Yes or No Add Customer window appears. Select Yes or press Alt Y to save the data entered
and close the Add Customer window. Click on No or press Alt N to return to the Customer
Setup window. Exit this window by pressing Esc or double clicking on the close box.
5. When you have finished adding preferred customers, press Save-To-Disk. The Save
Customer Setup window appears with Yes and No options. Select Yes or press Alt Y to save the
data entered and close the Save Customer Setup window. Click on No or press Alt N to return
to the Customer(s) window.
6. Close the Customer Setup window by pressing Esc or double clicking on the close box.
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QQ84A
Figure 3-20. Adding A Preferred Customer To The Preferred Customer List
Updating Or Deleting Preferred Customers
1. Select CLID from the menu bar, a pull-down menu appears with two selections. Click on customer
Setup and the Customer Setup window appears.
2. Select the customer’s name by using the up and down key to highlight the name and then press Enter
or use the mouse to click on the customer’s name you want to delete or update. The Edit
Customer window appears (Figure 3-20).
3. Make changes as needed in the preferred customer entry. Click on Update and the Update
Customer window appears with Yes and No options. Select Yes or press Alt Y to save the data
entered and close the Edit Customer window. Click on No or press Alt N returns to the
Customer Setup window.
4. Delete a preferred customer’s name by repeating step 2 above. When the Edit Customer window
appears, click on Delete and the Delete Customer window appears with Yes and No options.
Select Yes or press Alt Y to delete the customer’s name and close the Edit Customer window.
Click on No or press Alt N to return to the Edit Customer window. Return to Customer
Setup window by pressing Esc or double-clicking on the close box.
5. After you have made all changes to the preferred customer list, press Save-To-Disk. The Save
Customer window appears. Select Yes or press Alt Y to save the data entered and close all
windows. Click on No or press Alt N to return to the Customer Setup window.
3-28 Programming The QuickQ System
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Programming QuickQ
Setting Up The Abandoned call Record
1. Select CLID from the menu bar, a pull-down menu appears with two selections. Click on the
Abandoned Call Report and the Abandoned Call Report window appears (Figure 3-21).
2. Select the day or days of the week you want the abandoned call report printed by clicking on the
corresponding buttons. Report opens on screen with the options print export.
3. To set up the automatic printing interval, click on the down arrow box and a pull-down menu appears
with several interval choices. Press the up and down arrow key to highlight your interval choice and
press Enter or click on your choice with the mouse.
4. After entering your choices, press Save-To-Disk and the Save Automatic Printing
Interval? window appears with Yes and No options. Select Yes or press Alt Y to save the data
entered and close all windows. Click on No or press Alt N to return to the Abandoned Call
Report window. Exit by pressing Esc or double clicking the close box.
QQ85
Figure 3-21. Preferred Customer Abandoned Setup Window
Management Information
QuickQ provides both real time and historical statistical information on the performance of the call center.
Supervisors can select Ma n ag e me n t I nf o . from the menu bar and a drop down menu with the
following 5 options appears:
• Real Time-Setup
• Real Time
• Historical Reports
• Current Reports
• Report Schedule
• Wallboard Message
• Wallboard Schedule
• Wallboard Alarm
• Configuration
Refer to Section 5, Management Information for further details.
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System-Backup (Manager Level)
The QuickQ automatically stores all Programming changes and Statistical Data to the P.C.’s hard disk.
The System-Backup option provides a method to back-up data, onto floppy disk. This ensures safe
storage of the Digital Announcement Messages, the Configuration Parameters, and the Statistical Reports.
It is a good practice to always back-up any changes to messages and configuration programming, thus
protecting against interruptions in power, hardware failures, and inadvertent deletion of information.
QuickQ is equipped with sufficient memory to store several years of Statistical Reports. However,
Statistical Reports should be backed-up every 3-4 months. Delete all unwanted reports and save to floppy
disk important data for storage. This will ensure optimum efficiency of the hard disk, protect important
data, and ensure that the hard disk has sufficient space to store future data.
Announcement Backup
To back up the messages, perform the following procedure1. Select System-Backup from the Manager Window main menu and a drop down menu with the
following three options appears:
• Announcement Backup
• Configuration Backup
• Stats Backup
2. Select Announcement Backup and the Message Backup and Restore window appears (refer to
Figure 3-22).
QQ86
Figure 3-22. Message Backup and Restore Window
3-30 Programming The QuickQ System
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Programming QuickQ
3. Use the Backup button to send the current DVA messages to the floppy disk. The Restore button
retrieves the DVA messages from the floppy disk to the hard drive.
NOTE: Use the Tab key to move from the Backup button to the Restore Button. The
messages are backed up to the 3.5-in. floppy disk drive in the DVA, not the floppy disk
drive in the call processor. Install the correct floppy disk in the DVA drive before you
start a backup or restore action. Use a standard DOS-formatted 1.44MB disk.
Configuration Backup
1. Select Configuration Backup on the System-Backup pull down menu. The System Program
Back-up/Restore window appears. Refer to Figure 3-23.
2. Select the Backup button to send the current System Programs to the floppy, disk. The Backup to
Floppy window appears with Yes and No option. To initiate the backup process, press Alt Y or use
your mouse to click on Yes.
QQ87
Figure 3-23. System Program Backup/Restore Window
3. To restore System Programs, select the Restore button. The Restore Window, appears with two
options: Continue and Cancel. Selecting Continue resets the system before the data is restored.
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Stats Backup
1. Select S t at s B a ck u p from the Sy s te m -B a ck u p pull down menu, the Report
Back-Up/Clean-Up window appears. Refer to Figure 3-24.
QQ88
Figure 3-24. Report Backup/Cleanup Window
2. Use the Tab key to move from the Ca n ce l button to the B a ck u p button. Select C an c el to
exit this function and close the Report Back-Up/Clean-Up window. When selecting
B a ck u p, another Report Backup/Cleanup window appears. Refer to Figure 3-25. Select the
C o nt i nu e button to initiate the Report Back-Up function. Refer to Appendix E, Backup Utility
section for details.
NOTE: QuickQ does not function during backup.
QQ89
Figure 3-25. Report Backup/Cleanup Confirmation Window
3-32 Programming The QuickQ System
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Operating the QuickQ System
Operating the QuickQ System
The screens illustrated on the following pages are typical for telephones having a 32-character display (16
characters x 2 lines). Because the Scout cordless phone, which can optionally be used by QuickQ
supervisors, has a 20-character display (10 characters x 2 lines), many of the messages must be
abbreviated. These are illustrated on the following pages adjacent to the 32-character displays.
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.
Scout Display
Welcome - > QuickQ
Welcome->
QQ
2. Type your three digit Agent ID number. If you enter an incorrect Agent ID number, press the
RETR Y interactive button and enter the correct ID number, or use the QUIT interactive button to
exit the Log-In procedure.
Scout Display
Agent Id:_
RETRY
QUIT
Agt Id:
Rt Qt
3. Type your Agent pa s sw o rd . Remember, use RETRY or QUIT if necessary.
Scout Display
Password:
RETRY
QUIT
Paswrd:
Rt Qt
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 button 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.
Scout Display
Group 1?
IN
SKIP
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ALL
Group01 ?
InSkAl
Operating The QuickQ System 4–1
Operating the QuickQ System
GCA70-336
For Supervisors:
The system presents supervisor with a screen that asks if they wish to accept calls or not. Respond by
pressing either the Y E S or N O interactive button.
Scout Display
Answer Call?
YES
Ans Call?
Ys No
NO
5. The following screens indicates you are now ready to accept ACD calls:
For Agents:
Scout Display
QuickQ: Group Name
BUSY
HELP
LOG
For Supervisors:
QQ Group01
ByHpLg
Scout Display
Group Name :Day
MENU
MODE
LOG
Group02 Dy
Mn Md
Lg
MnMdLg
6. For Agents logged into one group:
You can log out from QuickQ while in the Ready, Busy or Wrap-up modes. To do this, press the LOG
interactive button. You are now in the Log Procedure, press the OUT interactive button to log out.
Scout Display
Log Procedure
IN
CANCEL
OUT
Log Proced
ure InCnOt
For Agents logged into multiple groups:
After you press the OUT interactive button from the Log Procedure, the system asks which group you
wish to log out from. You can press the OUT interactive button to log out of the group shown on the
display. You can press the SKIP interactive button to display the next group. Press the ALL interactive
button to log out of all the groups that have more than one agent.
Scout Display
Group Name
OUT
SKIP
ALL
Group01
OtSkAl
The last agent cannot log out of QuickQ if the group is in day mode. The following screens will
appear:
Can’t Sign Out
after 2 seconds:
Busy
CANCEL
CANCEL
Scout Display
Can’t Sign
Out
Cn
HELP
LOG
Scout Display
Busy
CnHpLg
For Supervisors:
Press the LOG interactive button to take you to the Log Procedure. Then press the OUT interactive
button. The screen will ask whether you want to exit QuickQ. Press the Yes interactive button to exit.
OUT
Exit from QuickQ
YES
NO
Scout Display
Scout Display
Log Procedure
IN
CANCEL
Log Proced
ure InCnOt
4–2 Operating The QuickQ System
Exit QQ
Ys
No
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Operating the QuickQ System
Operating As An Agent
Answering Automatically
In the automatic answer mode, with a headset enabled, when a call arrives at your telephone, you receive
a warning tone and the system automatically connects the call. Speak into the mouth-piece of the headset.
The display shows the call sub-group and the length of time the caller waited to be connected.
Scout Display
Sub-Group Name:
01:20
BUSY
01:20
By
Answering Manually
In the manual answer mode when a call arrives at your telephone, the telephone will ring.
• Lift the handset or press the SPEAKER button to answer the call. The LCD display shows the call
sub-group and the length of time the caller waited to be connected.
NOTE: Use the speakerphone option with discretion as it creates noise in the office and
subjects your caller to background noise as well.
• You may choose not to answer the call by pressing the B US Y interactive button. QuickQ will either
redirect the call to another Agent, or it will show Al l A g en t s B us y ! on the display if no one is
available to take the call. If the display shows A l l A ge n ts Bu s y! , you cannot make your
telephone busy.
Scout Display
All Agents Busy!
BUSY
All Agent
By
• When a call has reached the preset redirect threshold time, the system will forward the call to another
agent and will make your set BUSY at the same time.
Scout Display
Busy
CANCEL
Busy
HELP
LOG
CnHpLg
Wrapping Up A Call
At the end of each call the system sets aside an installer-programmed time (individually programmable
for each Agent in minutes and seconds) before presenting the next call. This time allows you to finish any
processing or paperwork associated with the call you just completed.
• When you disconnect the call, the wrap-up timer starts and the display shows the wrap-up time, the
number of calls in queue, and the number of those calls that have waited beyond the alarm threshold.
• Either remain in wrap-up mode until the wrap-up timer expires or press the READ Y interactive button
to return to Ready mode.
Scout Display
Wrap-up—> 20 sec.
READY
ACC
BUSY
after 2 seconds
Waiting : 00
READY
ALL
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<T : 00
BUSY
WrpUp:000s
RdAcBy
Scout Display
Wt:
>T
RdAlBy
Operating The QuickQ System 4–3
Operating the QuickQ System
GCA70-336
Making Your Telephone Busy
You can arrange your telephone to be unavailable to answer calls (for such times as lunch and breaks).
• To make your telephone busy, press the BU SY interactive button.
• To return to the ready mode, press the CA NCEL interactive button.
Scout Display
Busy
CANCEL
Busy
HELP
LOG
CnHpLg
Requesting Help
When necessary, you can use this procedure to request help from your Supervisor.
1. While engaged on a call, press the HELP interactive button. If the Supervisor is busy or unavailable
(after 5 seconds of prompting) your telephone display shows S up e rv i so r B u sy ! . You can
either retry or cancel the request.
Scout Display
Line Name
Sub Grp Name
ACC
WRAP
HELP
LinNameSup
p901AcWpHp
2. When the Supervisor calls you, you can either bring him or her into the call (conferencing) or put the
caller on hold and speak to the Supervisor in private.
Scout Display
Supervisor Ready!
CONF
HOLD
Super Redy
Cf
Hd
3. If you choose to speak to the Supervisor with the call on H O LD , you have the option of bringing in
the customer into the conversation later by pressing the CONF soft key. Alternately, you can press
TRANS to transfer the call to the Supervisor, or press RETURN to get back to the caller after receiving
assistance from the Supervisor.
Scout Display
Line Name:
CONF
RETURN
Held!
TRANS
LinName He
Ld! CfRnTr
4. While conferencing with the Supervisor, you can press the R EL E AS E button to drop the Supervisor
from the call or transfer the call to the Supervisor.
Scout Display
Ln Name:
Supvr. Name
CONF
RETURN
TRANS
4–4 Operating The QuickQ System
LinName
CfRnTr
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Operating the QuickQ System
Transferring Calls In or Out of QuickQ
Use this procedure to transfer calls.
1. While on a call, press the telephone’s TRANS button.
2. Dial the intercom number of the station to receive the transfer. The system will transfer the call. After
the station receiving the transfer answers the call, the system will place your station in the wrap-up
mode.
Making an Outgoing Call
To make an outside call, press the LINE GROUP button to connect your telephone to an outgoing line,
and make your call in the normal way. While on an outgoing call, you can either request help from your
Supervisor, enter an account code for the call, or wrap-up the call in the same way as on an incoming call.
Scout Display
Outgoing
ACC
WRAP-UP
HELP
Outgoing
Ac Wp Hp
Entering Account Codes
You can use any screen that has the AC C option to enter an account code to categorize the call according
to the call type.
1. Press the A CC interactive button at any time during the call or during wrap-up mode. Enter the three
digit account code (the System Manager manages the account codes). If you enter an incorrect account
code, press the RETRY interactive button and enter the correct account code or exit to abandon and
return to the original screen.
Scout Display
Acc Code:___
RETRY
EXIT
Acc Cd:
Rt
Ex
2. Press OK to verify the code or RETRY if you enter an incorrect account code. If the code is invalid,
the system prompts you to re-enter the code.
Scout Display
Account Description
RETRY
OK
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Acc Desc
Rt
Ok
Operating The QuickQ System 4–5
Operating the QuickQ System
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Operating As A Supervisor
As a Supervisor, you can log in at either the QuickQ console or the DXP telephone.
Changing the Mode of Operation
There are three distinct answering modes—Day, Night and Special.
• Day Answering Mode—The system answers with the day message, places calls on hold and distributes
incoming calls to the next available Agent. The call distribution is based on the longest idle time, or
the priority of the Agent or incoming line.
• Night Answering Mode—The system answers with the night message then disconnects the caller. This
mode is enabled automatically at a preset time. The system automatically logs out all agents when calls
in queue have been cleared. Supervisor can change the state manually.
• Special Mode—The Group Supervisor initiates the special mode for unique situations (for example,
network problems). During this mode of operation, the system answers callers with the special message
and disconnects them. When the preset night mode time is reached, the system will automatically
switch from special mode to night mode.
Use the following procedure to select the required mode of operation:
1. From the Supervisor’s telephone, press the MODE interactive button.
Scout Display
Group 1 : Day
MENU
MODE
LOG
Group01:Dy
Mn Md Lg
2. Select the mode of operation from the following displayed options: D A Y, N I GH T , SP E CI A L.
After you make your selection, the display returns to the Supervisor main menu and shows the new
mode at the top right corner.
Scout Display
Group Mode?
DAY
NIGHT
4–6 Operating The QuickQ System
SPEC’L
Grp Mode?
Dy Nt Sp
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Operating the QuickQ System
Recording And Playing Back The Announcement Message On The DVA16
You can use your telephone to review and change any announcement message. For messages that are to
be changed frequently, record your message with a buffer. For instance, record message #1 which takes
up 10 seconds, follow by 10 seconds of silence. Go ahead and record message #2. After finished
recording message #2, go back to record message #1 again. In this way, customers will only hear the
message, and not the blank silence following it. The blank time will be saved as a buffer for future usage.
If there is a change in message #1, it can be 10 seconds longer than the original message. Refer to the
discussion titled Recording Announcement Message and Playback in the QuickQ operations section of
this guide for message recording and playback information.
Use the following procedure to record a message.
1. Press the M EN U interactive button .
2. Press the M SG interactive button.
Scout Display
Waiting:02 > T:00
MSG
REPORT
AGENT
Wt:
>T
Ms Rp Ag
The system displays the total time remaining for the new messages.
3. Dial the number of the message that you wish to record or change. For numbers lower than 10, dial a
leading 0 (for example, 01–09). Press RETRY if you enter an invalid number, Press CLEAR to clear all
message or QUIT to return to the main menu.
Scout Display
Message #:
RETRY
CLEAR
QUIT
Group01
Msg#: Dy
Mn Md
Lg
RtCrQt
4. The display shows the message length in seconds (it shows 0 seconds for new messages). Press the
REC interactive button, a tone will alert you to start recording, speak the message into the telephone
handset.
Scout Display
Message01:
00sec
REC
PLAY
QUIT
Msg01:000s
RcPyQt
5. When you have finished, press the S TOP interactive button, a tone indicates the end of the recording.
Scout Display
Recording Msg 01
STOP
Record Msg
01
St
NOTE: If possible, record all of the messages as a group. If you do re-record a message, the
new message must be the exact length as it was before or you will record over the next
message. For example, if you replace a 15-second message with a 20-second message,
you will record over the next message.
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Operating The QuickQ System 4–7
Operating the QuickQ System
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6. To review the message, press the PLAY interactive button.
Scout Display
Accept Message?
YES
NO
PLAY
Accept Msg
YsNoPy
7. The system plays the message through the handset.
Scout Display
Playing Msg 01
STOP
Play Msg01
St
7. Press Y E S to accept the message or NO to re-record the message.
Scout Display
Accept Message?
YES
NO
PLAY
Accept Msg
YsNoPy
Monitoring The Agents
You can monitor an Agent’s activity status or telephone conversation. The activity status names the Agent
and details the following status items:
• engaged on an incoming call,
• engaged on an outgoing call,
• engaged in Make Busy Mode,
• idle,
• ready to receive a call.
Use this procedure to monitor a particular Agent:
1. Press the M EN U interactive button.
Scout Display
Group 1 : Day
MENU
MODE
LOG
Group01:Dy
MnMdLg
2. Press the A GE N T interactive button.
Scout Display
Waiting:02 >T:00
MSG
REPORT
AGENT
Wt:00 >T00
MsRpAg
3. Dial the I D# of the Agent you wish to monitor or press SC A N and let the system select an Agent
number for you.
Scout Display
Agent Id: ___
SCAN
RETRY
4–8 Operating The QuickQ System
QUIT
Agt Id:___
SnRtQt
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Operating the QuickQ System
4. Press the S E LE C T interactive button to monitor the Agent’s call.
Scout Display
Agent Name
:Incall
SCAN
SELECT
QUIT
Agnt Name:
SnSeQt
5. Press the S C A N interactive button to monitor another system selected Agent or press QU IT to return
to step 3.
Scout Display
Agnt101:Idle
SCAN
SELECT
QUIT
Agnt101:Id
Le
SnSeQt
6. Press QUIT again to return to the Supervisor’s menu.
Viewing The Current Call Statistics
QuickQ causes your LCD speakerphone to display the current number of answered and abandoned (lost)
calls within a group.
Use this procedure to view the call statistics.
1. Press the MENU interactive button.
2. Press the REPORT interactive button.
Scout Display
Waiting: 02 >T:00
MSG
REPORT
AGENT
Wt
>T
MsRpAg
Your LCD speakerphone displays the number of answered and abandoned calls.
3. Press QUIT to return to Supervisor menu.
Scout Display
Ans: 123
Lost: 4
A:123L:4
QUIT
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Qt
Operating The QuickQ System 4–9
Operating the QuickQ System
GCA70-336
Additional QuickQ Displays
For Scout Telephones
You may encounter some Scout telephone displays that are not included in the illustrations in the previous
section. To interpret the interrupt button abreviations used on these displays, refer to the abbreviations in
Table 4-1.
Figure 4-1. Interrupt Button Abbreviations Used on the Scout Display
Scout
Display
Standard
Display
Scout
Display
Standard
Display
Ab
Ac
Ag
Al
As
By
Cn
Cr
Cf
Dy
Ex
Hp
Hd
In
Lg
Lg
Mn
Md
Ms
Nt
No
ABORT
ACC
AGENT
ALL
ANSWER
BUSY
CANCEL
CLEAR
CONF
DAY
EXIT
HELP
HOLD
IN
LOG
Logout
MENU
MODE
MSG
NIGHT
NO
Ok
Ot
Py
Qt
Rd
Rc
Rj
Rs
Rp
Rt
Rn
Sn
Se
Sk
Sp
St
Tr
Vc
Wp
Ys
OK
Out
PLAY
QUIT
READY
RECORD
REJECT
RELEASE
REPORT
RETRY
RETURN
SCAN
SELECT
SKIP
SPEC’L
STOP
TRANS
V OICE
WRAPUP
YES
4–10 Operating The QuickQ System
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QuickQ Management Information
Management Info.
The System Manager can obtain a detailed printout of the system configuration for the manager level, the
supervisor level, or for each individual group.
When someone selects the Management Info. menu bar option in the manager window, the system
presents a menu that has several options. The menu offers the following options:
•
•
•
•
•
•
•
•
•
R e al Ti m e- S et u p (available in group level only)
Real Time
H i st o ri c al Reports
C u rr e nt Reports
Report Schedule
W a ll b oa r d M es s ag e
Wallboard Schedule
Wallboard Alarm
Configuration
Selecting The Real Time Report
Viewing The System Manager Real Time Report
The System Manager’s real time report shows information in the System Agent Status window
and the System Line Status window. Refer to Figure 5-1, System Manager Real Time Report. The
system updates these windows in approximately 3 second intervals so that they reflect current activities
and statistics of both the Agents and the lines.
QQ90
Figure 5-1. System Manager’s Real Time Report
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QuickQ Management Information
GCA70-336
The System Agent Status window
shows the following items:
The System Line Status window
shows the following items:
• group number,
• group number,
• Numbers of Agents in that group
• number of available lines,
currently available,
• number of Agents on incoming calls,
• number of busy Agents,
• number of Agents on outgoing calls,
• number of Agents who are logged out from
that group,
• number of calls waiting on the lines for the group,
• number of calls which are over the alarm threshold,
• number of outgoing calls,
• number of incoming calls,
• oldest call in the system,
• mode of operation.
• number of abandoned calls,
• grade of service being offered to callers.
Selecting The Real Time Set Up Parameters (Group Level)
The system also makes a real time setup option available. With it, Group Supervisors can set a threshold
time for incoming calls, outgoing calls, and busy status. When an Agent exceeds the threshold time, the
system highlights his or her name with the color red on the real time report screen.
1. Pull down the Management Info. menu and select the Real Time Set-up option. The Real
Time Parameter Setup window appears (refer to Figure 5-2). To move from field to field, use
the Tab key or press Enter. After editing the parameters, select Save-To-Disk or press Alt S. The
system saves the changes and closes the window automatically. If no changes are necessary, press Esc
or double click on the close box to exit.
QQ91
Figure 5-2 . Real Time Parameter Setup
5-2 QuickQ Management Information
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QuickQ Management Information
Viewing The Supervisor’s Real Time Report (Group Level)
The system updates the Supervisor’s real time report (refer to Figure 5-3) in approximately 3-second
intervals so that the report continually monitors the group’s current call activities and statistics. In
addition to continually updating the service status window, the system restarts that service window’s
status totals every 15 minutes. The report windows show the following items
• traffic status,
• traffic activity (explanation on page 5-4),
• service status,
• agent activity (explanation on page 5-4).
• agent status,
QQ114
Figure 5-3. Supervisor’s Real Time Report
Traffic Status Definitions
1. Number Of Lines
2. Incoming
3. Outgoing
4. Call Waiting
5. No. Beyond Alarm
6. Oldest Call
Service Status Definitions
1. Time Elapsed
2. Grade Of Service
3. Total Calls
4. Abandoned Calls
5. Operating Mode
Agent Status Definitions
1. Sign In
2. Incoming
3. Outgoing
4. Available
5. Busy
6. Logout
Software Revision 3.0
= lines available for calls
= active incoming calls (includes calls answered and waiting)
= active outgoing calls
= calls waiting to be answered
= calls waiting beyond alarm threshold time
= amount of time that the oldest call has waited to be answered
= elapsed time since the window restarted (window details status in
15 minute blocks)
= see the explanation under Figure 5-16
= total calls serviced in current window time
= calls dropped by caller, or connected for less than nine seconds (or a predetermined time)
= day mode , night mode or special mode of operation
= agents signed in
= agents on incoming call
= agents on outgoing call
= agents idle
= make busy agents
= agents out of service
QuickQ Management Information 5-3
QuickQ Management Information
GCA70-336
Traffic Activity — The Real Time Traffic Activity window shows the activity percentage for the Lines,
Waiting calls and the Agent. The Lines column indicates the percentage of activity on the lines assigned
to group. The activity for the lines can be green for incoming calls or yellow for outgoing calls. The
Waiting column indicates what percentage of the incoming calls are actually waiting for an agent. The
activity for the waiting call can be red for the calls past the alarm threshold (>T) or black for the calls
below alarm threshold. The Agents column indicates the percentage of active agents in the possible
activity states. The activity for the agents can be gray for agents in Busy state, green for agents on
incoming calls and yellow for outgoing calls.
Agent Activity — The Real Time Agent Activity window shows the current state of each agent signed
into the group. The agent’s name programmed in the QuickQ is displayed in one of the four possible
states. The agent can be in blue for idle state, gray for Busy state, yellow for Outgoing state, or green for
Incoming state. The preset threshold time for each state is shown under the heading. The list of names
under each possible state is shown based on the longest time in the activity state. The time spent by the
agent in that state is also displayed beside the agent’s name except for idle state because management has
little control over how long an agent stays in the idle state. The agent’s name box may change to red
under the possible states, if the time in that state has exceeded the preset time for the state.
Selecting Historical Reports
Use this procedure to obtain historical reports.
1. Select Management Info. on the menu bar and click on the H i st o ri c al option. The
calendar appears, showing the current month, with each day represented by a button (Figure 5-4). At
the bottom of the calendar window are boxes in which you can specify a new month (0 to 12) and a
new year. This allows you to call up any stored data by specifying that period.
2. Select the appropriate year and month and press Enter. As you specify new months and new years, the
calendar changes to show the month you have selected.
NOTE: Use the Tab key to move from Month to Year and to the calendar.
3.Select a single day within that month either by using your Up and Down arrow key to move between
days, and pressing Enter, or clicking on it. Alternatively, you can choose a complete week by using one
of the W EE K 0 1 , WE E K 0 2 to WE E K 0 6 buttons on the left side of the calendar, or you can
choose the report on the whole month by clicking on the Monthly button at the bottom of the calendar
or press Alt M. If you select a single day, a File Selections window appears. Line 00, indicated by a date,
allows you to choose reports for the entire day. H00 means hour 0 and H01 means hour 1 and so forth.
To select numbers 01 and onwards will provide you with a report for a single hour out of that day.
4. After you choose your report period, the system shows the Main Report screen. To continue, refer to
The Main Report Screens.
5-4 QuickQ Management Information
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QuickQ Management Information
QQ115
Figure 5-4. Historical Report Window
Exporting Reports in ASCII Format
There is an option available under the Hisotorical Reports screen that allows you to export system and
group reports in the ASCII format. This allows you to import these reports into standard spread sheet
programs so that you can customize the data. Use the following procedure to export your reports.
1. Insert a disk into floppy disk drive A on your QuickQ computer.
2. Select Historical from Management Info to obtain the window illustrated in Figure 5-4.
3. Sign through to the month of your choice. The export function is the last item on the title bar. Click on
this item and a small window appears called Export Report. This window contains the START
and CANCEL button, and the file name of the report which you cannot change. The file name is broken
down by month, year and group number. For example, file name A:\M1196.G06 means this file
contains monthly data for Group 6, for November, 1996. G00 is used to identify system reports.
4. Press the START button and the following sentence appears on your screen: Exporting Report - - - Do
Not Take Out Diskette.
5. If you forgot to insert a new disk in drive A, the following window appears when you press the
START button: Error, Floppy drive is not ready. Please insert disk in Drive A. OK.
Selecting Current Reports
Selecting the C ur r en t option from the Ma n ag e me n t I nf o . menu causes the Current
Report window to appear. This window features two buttons allowing you to select a series of reports
for the current hour (Ho u rl y ) or the current day (D a il y ). After you choose your report period, the
system shows the main report screen.
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Selecting The Report Schedule
Selecting the Report Schedule from the Management Info menu causes a pulldown menu to
appear with two choices—Daily and Weekly/Monthly.
Select Daily and the Daily Report Schedule window appears. You use this window to select
reports that you want to print daily by clicking on the appropriate boxes in the Report Type area of
the window. Also, you use this window to enter the print time (in 24-hour format) for any reports you
want to print—daily, weekly, or monthly. When entering the printing time, do not select any time
between 23:45 and 00:15 as QuickQ is updating reports at this time and cannot print.
Select weekly/monthly and the Weekly/Monthly Report Schedule window appears (Figure
5-5). Use this window to select weekly and/or monthly report printing. Note that in the Figure 5-5
example, the Incoming Call report will print every Wednesday morning at 08:10, and also at this
time on the first day of every month. If you want this report to print every day at 08:10 instead of just on
Wednesday mornings and the first day of the month, you must select the Incoming Call box on the
Daily Report Schedule. Unless you would want some other reports printed weekly and/or
monthly, you would select “disable” for both weekly and monthly times.
Print time for all scheduled reports is set in the Daily Report Schedule. This time also applies to weekly
and monthly reports.
Select the print type for reports on each of the two schedules by pressing the down arrow box beside
Print Type. Print types are Numerical, Graphical, and Numerical/Graphical. Highlight your choice by
clicking it with the mouse or by using the Up and Down arrow keys and the Enter key.
QQ113
Figure 5-5. Weekly/Monthly Report Schedule Window
5-6 QuickQ Management Information
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QuickQ Management Information
Selecting The Main Report Screens
The Main Report screens are the same for the daily, weekly and monthly analysis periods. While the
hourly report menu lacks some of the report types offered by the other reports. The menu bar offers the
report type, report format, note, and print options.
Report Type—Selecting this option from the menu bar causes a R ep o rt - ty p e menu to drop down.
The reports type consists of the following options:
• A n sw e r B in s
• A b an d on Bi n s
• I n co m in g C a ll
• T o ta l T i me
• Average Time
• S y st e m C ap a ci t y
• A c co u nt Co d e
• T r af f ic An a ly s is
• Prefer Customer (Group Supervisor only)
Highlight the desired report type and press Enter, or click on it with the mouse.
Report Format—Selecting this option causes a small two-option menu to drop down that allows you to
specify whether you wish to view the currently selected report in either N um e ri c al or
G r ap h ic a l format. Highlight the format you wish to use and press Enter, or click on it with the mouse.
Note—Selecting this option from the menu bar opens up a small window that allows you to enter
free-form text. Use this opportunity to enter a reminder of the circumstances during which the data was
compiled. This is useful when you are looking at historical data and you find something unusual about
the reports. Always review the note for the old report as it may present an important message (for
example, Phone company came in to upgrade system - phones off for two hours).
Use the Tab key to cycle through the buttons until the highlight is in the main text window of the Note
Window, or click on the Te x t area with the mouse then type your notes.
To exit from the Note window, highlight and select the Ab o rt button (does not save your changes), or
the Sa v e option (saves all changes). Both of these options close the window.
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Print—To print your report, select the P ri n t menu bar option. The system drops a menu down that
offers you the choice of printing the N um e ri c al report, G ra p hi c al report, or P ri n t A ll .
Choose one of the three options and the Print Report window appears offering a list of nine report types
for group. Use the Tab key to cycle from the S ta r t button to the Report Types. To select the type of
report, press Enter and your option will be highlighted with an “X” on the left hand side. Use the up and
down arrow keys to move between fields. To start printing, use the mouse to click on the S t ar t button
or press Alt S.
Copy—To copy the current opened report to diskette in binary format, select the copy menu bar option.
Click on Floppy A to display a configuration window. Press OK to complete the task or CANCEL to abort
the selection.
Delete—Select this option to delete the current opened report from memory. A window will come up to
confirm your selection. Choose DELETE to proceed or CANCEL to abort this selection.
IMPORTANT: Make sure you really want to delete the selected report. Once a report is deleted, it is
erased from memory.
Export—Refer to Exporting Reports in ASCII Format section on page 5-5.
Selecting Wallboard Message Report
This report gives you a list of the wallboard messages stored. You can create and store new messages or
update existing ones, and select messages to send to wallboards.
1. Select Wallboard Message from the Management Info pull-down menu. The Wallboard
Message window appears (Figure 5-6).
2. Use the Up and Down arrow keys to cycle through the message titles. Your choice will be highlighted.
3. To add a new message, click on Add and the Wallboard Message-Add window appears. Type
your message in the box provided. You can use up to 70 characters. Save the message and add it to
your message list by clicking on Create Message. The Create Wallboard window appears
with Yes and No options. Click on Yes or press Alt Y to save your data and close the windows or
click on No or press Alt N to return to the Message Add window.
NOTE: Messages longer than 20 characters will scroll on the wallboard.
4. To send or edit a message, press the Up and Down keys to highlight the message and press Enter or
click your selection with the mouse. The Wallboard Message Send or Edit window
appears. To edit the message, select Edit and the Wallboard Message-Edit window appears.
From this window, you can either change or delete the displayed message. To exit this menu, press
Esc or double click the close box.
5. After editing the wallboard messages, select Update or press Alt U. The system saves the changes
and closes the window automatically. If no changes are necessary, press Esc or double click on the
close box to exit.
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QuickQ Management Information
QQ105
Figure 5-6. Adding A Wallboard Message
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Opening The Wallboard Schedule Report
This report provides information on when certain messages will be sent to the wallboards based on time.
Also, this screen allows you to update or delete any of the existing schedules, or create new schedules as
needed.
1. Select Wallboard Schedule from the Management Info pull-down menu. The
Wallboard Schedule window appears (Figure 5-7).
2. Use the Up and Down arrow keys to cycle through the message schedules. Your choice will be
highlighted.
3. To add a new message schedule, click on Add and the Add Wallboard Schedule window
appears. Select the day of the week by pressing the down arrow box under Day. A pull-down menu
appears with several choices. Highlight the day you want and press Enter or click on it with the
mouse. Press Tab to move to the Time block, and enter the time of day in 24-hour format that the
message will appear. Press Tab to move to the message block and press the down arrow box to
display the messages. Select the message that you are scheduling by highlighting it and pressing the
Enter key or clicking on it with the mouse.
4. Save the message schedule by clicking on Create Schedule. The Create Wallboard window appears
with Yes and No options. Click on Yes or press Alt Y to save your data and close the windows or
click on No or press Alt N to return to the Schedule Add window.
5. To edit a schedule, press the up and down keys or use the mouse to highlight the message and press
Enter or click your selection with the mouse. The Wallboard Schedule window appears. From
this window, you can either change or delete the displayed schedule. To exit this menu, press Esc or
double click the close box.
6. After editing the wallboard messages schedules, select Save-To-Disk or press Alt S. The system
saves the changes and closes the window automatically. If no changes are necessary, press Esc or
double click on the close box to exit.
QQ107
Figure 5-7. Adding A New Wallboard Schedule
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QuickQ Management Information
Selecting The Wallboard Alarm Report
This report provides information on when certain message threshold values will cause a wallboard alarm
condition. When a wallboard alarm condition occurs, the parameter value will be displayed in red on the
wallboard. The Wallboard Alarm screen allows you to update or delete any of the existing alarms,
or create new alarms as needed.
1. Select Wallboard Alarm from the Management Info pull-down menu. The Wallboard
Alarm window appears (Figure 5-8).
2. Use the Up and Down arrow keys to cycle through the alarms. Your choice will be highlighted.
3. To add a new alarm, click on Add and the Add Wallboard Alarm window appears. Select the
parameter by pressing the down arrow box under Parameter. A pull-down menu appears with all of
the parameter choices. Highlight the parameter you want and press Enter or click on it with the
mouse. Description of the parameter highlighted is shown on the bottom of the screen. Press Tab to
move to the Function field, and press the down arrow box. A pull-down menu appears with the
function choices. Highlight the function you want and press Enter or click on it with the mouse. Press
Tab to move to the Threshold field and type in the threshold value. Highlight the message you
want to go with the alarm. If no message is associated with an alarm, no message will be displayed
during the alarm condition, but the alarm parameter changes to red with a warning audible sound.
4. Save the alarm data by clicking on Create Alarm. The Create Alarm window appears with
Yes and No options. Click on Yes or press Alt Y to save your data and close the windows or click on
No or press Alt N to return to the Add Wallboard Alarm window.
5. To edit a message, press the Up and Down keys to highlight the message and press Enter or click your
selection with the mouse. The Edit Wallboard Alarm window appears. From this window,
you can either change or delete the displayed message. To exit this menu, press Esc or double click
the close box. After editing the wallboard messages alarms, select Update or press Alt U. The
system saves the changes and closes the window automatically. If no changes are necessary, press
Esc or double click on the close box to exit.
6. After editing the wallboard messages schedules, select Save-To-Disk or press Alt S. The system
saves the changes and closes the window automatically. If no changes are necessary, press Esc or
double click on the close box to exit.
QQ108
Figure 5-8. Adding A New Wallboard Alarm
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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 Managers configuration.
1. Select Co n fi g ur a ti o n from the M an a ge m en t I n fo pull down menu. The
Configuration Report window appears with three report types:
•
Group
•
System
•
Technician
2. Use the Up and Down arrow keys to cycle through the Report Types, your option will be highlighted
on the left hand side.
NOTE: Only one type of report can be selected each time.
3. Tab to move from the Re p or t T y pe s to the G r ou p field. Press Enter or use the mouse to
click on the arrow icon on the side. A drop-down menu appears from which you can select a specific
group. Again, use the U p and Do w n arrow keys to move between groups. Press En t er or click on
the mouse to highlight your choice.
4. To start printing Configuration Reports, use the Tab key to move to the Pr i nt button and press
Enter or click on the P r in t button with your mouse.
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QuickQ Management Information
Selecting QuickQ MIS Reports
The QuickQ provides comprehensive Management Information System (MIS) reports that you can either
view on the call processor computer screen or print 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.
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.
Viewing Typical MIS Reports
The system provides the following report formats:
• answer bins (Figure 5-9)
• abandon bins (Figure 5-10)
• incoming call (Figure 5-11)
• total time (Figure 5-12)
• average time (Figure 5-13)
• system capacity (Figure 5-14)
• account code (Figure 5-15)
• traffic analysis (Figure 5-16)
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QQ93
Figure 5-9. Answer Bins
Answer Bins
Show percent of answered calls within the 7 programmable time bins.
Shows supervisors the response rates of their departments.
QQ94
Figure 5-10. Abandon Bins
Abandon Bins
Show percent of abandoned calls within the 7 programmable time bins.
Shows supervisors the tolerance of callers.
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QuickQ Management Information
QQ85
Figure 5-11. Incoming Call Report
Incoming Calls—Line Report Definitions
1. Total I/C
= total incoming calls
2. Incoming Calls–ANS
= answered incoming calls
3. Incoming Calls–ABD
= abandoned calls dropped by caller or connected
for less than nine seconds
4. Incoming Calls–NIGHT
= any calls at night mode (ans, abn, msg)
5. Answered Calls–DIR
= calls answered before announcement
6. Answered Calls–ANNC
= calls answered after announcement
7. Ans>T
= calls answered after programmed alarm threshold
8. GOS %
= grade of service (see explanation under Figure 5-16)
Incoming Calls—Agent Report Definitions
1. Total Calls–ANS
= total incoming calls answered by agent
2. Total Calls–O/G
= total outgoing calls placed by agents
3. Answered Calls–DIR
= calls answered before announcement
4. Answered Calls–ANNC
= calls answered after announcement
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QQ96
Figure 5-12. Total Time Report
Total Time Agent Report Definitions
1. Sign In Time
= total agent sign in time–updated only if agent has signed out
2. Incoming Time
= total time agents are engaged in incoming calls
3. Outgoing Time
= total time agents are engaged in outgoing calls
4. Wrap Up Time
= total time agents are in wrap-up state
5. Busy Time
= total time agent set busy (agent press busy & auto busy
due to redirect)
6. Idle Time
= total time agents are in idle state–updated only if agents
have signed out [(1 - 2 - 3 - 4) = 6]
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QuickQ Management Information
QQ97
Figure 5-13. Average Time Report
Average Time Line Report Definitions
1. Waiting Time–Calls
= number of incoming calls answered
2. Waiting Time–Average
= average waiting time for each answered incoming call
3. Incoming Call Time–Calls
= number of incoming calls answered
4. Incoming Call Time–Average = average connection time for each answered incoming call
5. Abandoned Call Time–Calls
= number of calls abandoned–includes calls connected for
less than nine seconds
6. Abandoned Call Time–Average = average waiting time for each abandoned call
Average Time Agent Report Definitions
1. Incoming Call Time–Calls
= number of agent answered incoming calls
2. Incoming Call Time–Average = average connection time for each agent answered
incoming call
3. Outgoing Call Time–Calls
= number of agent placed outgoing calls
4. Outgoing Call Time–Average = average time for each agent placed outgoing call
5. Wrap Up Time–Call
= number of times that agents are in wrap-up state [(1+3) = 5]
6. Wrap Up Time–Average
= average time agents are in wrap-up state [(5) ÷ (1+3) = 6]
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QQ98
Figure 5-14. System Capacity Report
System Capacity Report shows the total number of times all lines were busy and the total time in hours, minutes, and
seconds. It also shows the total number of times that no agents were available and the total time in hours, minutes and
seconds.
QQ99
Figure 5-15. Account Code Report
Account Code Report lists the account codes with their descriptions. It also shows the number of calls logged by the agents for
each Account code and the average duration of that call.
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QuickQ Management Information
QQ100
Figure 5-16. Traffic Analysis
Traffic Analysis Line Report Definitions
1. Total Calls–I/C
= total incoming calls
2. Total Calls–O/G
= total outgoing calls
3. Incoming Calls–ANS
= answered incoming calls
4. Incoming Calls–ABD
= abandoned calls–calls dropped by the caller or connected
for less than nine seconds
5. Average Time–Waiting
= average waiting time for each answered incoming call
6. Average Time–Abandoned = average waiting time for each abandoned call
7. GOS
= grade of service [(3) - (number of calls answered after
alarm threshold has expired, obtained from
incoming call line report) ]÷ (3+4) = 7 x 100%
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Appendix
Appendix A
Using QuickQ With a Mouse
A mouse is a device that allows you to move a cursor on the computer screen to specific points for data
entry, and to make menu selections. An arrow image, called the mouse pointer, moves on the screen
when you move the mouse. Practice moving the pointer. Stay away from the menu bar at the top of the
screen. (If you accidentally make a menu appear, you can make it disappear by moving the pointer out of
the menu and pressing and releasing the left mouse button.)
Occasionally the pointer might seem to disappear. Usually it is just off the screen. To make the pointer
reappear, move the mouse in a circle a few times.
To move the mouse without moving the pointer, lift up the mouse. The pointer does not move while the
mouse is in the air.
Most of the time, you use one of the following two mouse button techniques:
• clicking,
• dragging.
Clicking (Selecting an Item)
To click, press the left button and immediately release it. By clicking, you can select an item, such as a
menu or an icon.
Note that the top left corner of the screen has a Sign-In label. Use it to perform the following exercise.
Place the pointer at the Sign-In title and click the mouse button. The QuickQ opens the Sign-In window.
Dragging (Moving a Window)
Dragging consists of the following three steps:
• pressing and holding the left mouse button,
• moving the mouse,
• releasing the mouse button.
Dragging allows you to move the position of a window (for example, the Group Setup window) on
the screen to give yourself a better view of system set-up parameters. Drag real-time windows to see
more agents.
To move the sign-in window, place the pointer on the title bar, and drag. As you drag, an outline of the
window moves with the pointer (note that the pointer changes to a hand icon). Practice moving the
sign-in window on the screen.
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Appendix
GCA70-336
Understanding QuickQ Window Graphics
If you are familiar with a windowing environment, you can skip this discussion.
QuickQ is easy to use. Most of what you see and do in the QuickQ console happens in a window. A
window is a screen area that the QuickQ system uses to exchange information with you. There are many
QuickQ windows, such as the one on which you enter your password or the one that shows line group
data. You can move, resize, overlap, close and open one or more windows in one screen. While you can
have any number of windows opened, only one window can be active at a time. The active window is the
one that you are currently working in. Any command you choose or text you type generally applies only
to the active window. The active window may have a close box, scroll bars, and a resize corner. If your
windows are overlapping, the active window is always the one on top of all the others (the frontmost one).
All windows in QuickQ have the following things in common:
• title bar,
• close box,
• selection key.
Title Bar—The topmost horizontal bar of a window contains the name of the window. You can drag the
title bar to move the window around.
Close Box—This is the box in the upper left corner. You double click on this box to quickly close the
window.
Selection key —Press the Alt key with the underlined letter key on the menu to activate the function.
Some of the more complex windows have these additional features:
• scroll bar,
• re-size edges.
Scroll Bar—The scroll bar appears in the right side of the window. Use this bar with a mouse to scroll
the contents of the window. Click the arrow at either end to scroll one line at a time (keep the mouse
button pressed to scroll continuously). You can drag the scroll box at any spot on the bar to quickly move
to a spot in the window relative to the position of the scroll box.
Resize Edges—All four extreme edges of a window are the resize edges. You can drag any edge to make
the window larger or smaller.
A–2
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Appendix
Appendix B
System Layout / Worksheet
System Setup
(Note: Copy pages as required for customer records)
Company Name
ID# and Password
Grp. Name
Supv. Name
ID#
Password
Level 1
Level 2
Level 3
Level 4
Grp 00
Grp 01
Grp 02
Grp 03
Grp 04
Grp 05
Grp 06
Grp 07
Grp 08
Grp 09
Grp 10
Grp 11
Grp 12
Grp 13
Grp 14
Grp 15
Grp 16
Intergroup Overflow
Grp 01
Grp 02
Grp 03
Grp 04
Grp 05
Grp 06
Grp 07
Grp 08
Grp 09
Grp 10
Grp 11
Grp 12
Grp 13
Grp 14
Grp 15
Grp 16
NOTE: Group 00 refers to the System Manager’s ID and Passwords, this is not one of the call
processing Groups.
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Appendix
GCA70-336
Announcements
Note - Space is provided on the Group Layout / Worksheet for the scripting of messages.
Description
Group
Line Sub-group
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
Account Codes
Code
Description
Stat-Bins
Answer Bins
Abandon Bins
Time
Time
Time Bin 01
Time Bin 01
Time Bin 02
Time Bin 02
Time Bin 03
Time Bin 03
Time Bin 04
Time Bin 04
Time Bin 05
Time Bin 05
Time Bin 06
Time Bin 06
A–4
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Appendix
Appendix C
Group Layout / Worksheet
Note - Make additional copies of the Group Layout / Worksheet for each of your system groups.
Group Setup
Thresholds
Overflow Time
Redirect Time
Alarm Time
Alarm (# of Calls)
Priority Override Time
Mode
Call Screening (Yes / No)
Automatic Force Call (Yes / No)
Manual (Yes / No)
Day to Night (Yes / No)
•
Time for Day to Night Mode (24 hr)
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Appendix
GCA70-336
Agent Group Setup
Grp 01
Group Name
Agent Name
ID#
Password
Priority
Wrap-up
ID#
Password
Priority
Wrap-up
ID#
Password
Priority
Wrap-up
ID#
Password
Priority
Wrap-up
Grp 02
Group Name
Agent Name
Grp 03
Group Name
Agent Name
Grp 04
Group Name
Agent Name
A–6
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Appendix
Line Group Setup
Note - Space is provided on the next page for the Scripting of messages
Grp 01
Grp 02
Grp 03
Grp 04
Group Name
First Message #
Second Message #
Night Message #
Special Message #
Message Delay
Music Interval
Priority
Management Information
Real Time Parameter Setup
Incoming Call Parameter Time
Outgoing Call Parameter Time
Busy Call Parameter Time
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Appendix
GCA70-336
Message Scripts
Line Group 01
First Message
Second Message
Night Message
Special Message
Line Group 02
First Message
Second Message
Night Message
Special Message
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Appendix
Line Group 03
First Message
Second Message
Night Message
Special Message
Line Group 04
First Message
Second Message
Night Message
Special Message
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Appendix
GCA70-336
Preferred Customer Abandoned Call Record Setup
Select the day or days of the week to print the Preferred Customer Line Abandoned Report (check
appropriate box or boxes).
❏
❏
❏
❏
❏
❏
❏
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Set up the automatic printing interval (check the appropriate box).
❏
❏
❏
❏
❏
❏
❏
❏
❏
Disabled
30 Minutes
1 Hour
2 Hours
4 Hours
6 Hours
8 Hours
12 Hours
24 Hours
Wallboard Setup Record
Wallboard
Group
Example 1
Example 2
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
2
4
A–10
Type
Title
Title Display
Color Yes HAVE A GOOD DAY
Color No Not used
Summary
Buzzer
No
Yes
Yes
No
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Appendix
Wallboard Parameter Setup
Wallboard
Example
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
P1
IH
P2
ID
P3
P4
P5
OH
OD
SH
P6
SD
NOTE: When a title is used, P4–P6 are not available because the top line of the wallboard
is used to display the title.
Wallboard Messages
Wallboard
Example 1
Example 2
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
Text (up to 70 characters for scrolling messages)
TEAM 1 RECEIVED (ID) CALLS TODAY AND GRADE OF SERVICE WAS (SD). . . .
WORK SAFELY TODAY!
NOTE: Insert up to six tokens (xx) to identify parameters in a message (see example 1).
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Appendix
GCA70-336
Wallboard Schedules
Message (up to 32)
Day choices are:
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Monday–Friday
Monday–Saturday
Daily
A–12
Day
Time
Time choices: 0001–2400 (24-hour format)
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Appendix
Wallboard Alarms
Parameter
(Example) QL
Function
>=
Threshold
5
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Message
THERE ARE (QL) CALLS IN THE QUEUE AT THIS TIME....
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GCA70-336
Programming Road Map
Appendix D
Reviewing The Programming Road Map
Start-up, Technician’s, And System Manager’s Screens
Start-up Screens
System Manager’s Screens
Sign-In
ID #
Password
System Setup
Company Name
ID Password
Group Name
XXXXXXXX
Supervisor Name XXXXXXXX
ID #
XXX
Password
XXX
Time/Date
Date dd-mm-yyyy
Time HH:MM
Intergroup Overflow
Group 01-16
Level 01
Level 02
Level 03
Level 04
Announcement
Message
Message 1-16
Description
Current Time MM:SS
Limit Time
MM:SS
Account Code
Starting Number Range X
Account Code XXX
Description
Stat Bin
Answer Bin
Time Bin 1 MM:SS
Time Bin 2 MM:SS
Time Bin 3 MM:SS
Time Bin 4 MM:SS
Time Bin 5 MM:SS
Time Bin 6 MM:SS
Abandon Bin
Time Bin 1 MM:SS
Time Bin 2 MM:SS
Time Bin 3 MM:SS
Time Bin 4 MM:SS
Time Bin 5 MM:SS
Time Bin 6 MM:SS
Wallboard
Setup
Wallboard 01-16
Group 01-16
Type Mono/Color
Title Yes No
Title Display
Summary Yes No
Buzzer Yes No
Parameter
Wallboard 01-16
Group 01-16
Type Mono/Color
P1-P6
XXX
XXX
Technician’s Screens
System Setup
QuickQ Master Setup
Master Extension
Master 2 Extension
QuickQ OAI Key Code
QuickQ Line Setup
Name
Group
Subgroup
Line No.
Voice Port Config.
Voice Port No.
Station
Type
Printer Setup
Printer Type
Other
Epson LQ
HP Laser
HP DJ 500
HP DJ 550C
Printer Port
LPT 1
Integration Setup
External Overflow
Overflow Extension Setup
1st Overflow Extension _ _ _ _
2nd Overflow Extension _ _ _ _
3rd Overflow Extension _ _ _ _
4th Overflow Extension _ _ _ _
Password
Technician Password
Old Password XXX
New Password XXX
Diagnostic
QuickQ Status
Agent Status Scan
Line Status Scan
Voice Port Status Scan
Upgrade
ID #
XXX
Password XXX
Agent Size
Wallboard
Group Programming
Group 01-16
(Link to Group Supervisor Screens)
System Backup
Announcement Backup
Backup
Restore
Configuration Backup
Backup
Restore
Stats Backup
Cancel
Backup
System Manager’s Screens
. . . . (continued)
Management Info
Real Time
System Agent Status
System Line Status
Historical Reports
Daily
Weekly
Monthly
Current Reports
Hourly
Report Type
(see note)
Report Format
Numerical
Graphical
Note
Abort
Save
Print
Print Numerical
Print Graphical
Print All
Daily
Report Type
(see note)
Report Format
Numerical
Graphical
Note
Abort
Save
Print
Print Numerical
Print Graphical
Print All
Report Schedule
Daily
Print Type
Numerical
Graphical
Numerical/Graphical
Report Type
(see note)
Print Time HH:MM
Weekly/Monthly
Print Type
Numerical
Graphical
Numerical/Graphical
Report Type
(see note)
Weekly Report Print
Disable
Day of Week
Monthly Report Print
Disable
Enable
Wallboard Message
Add
Send
Wallboard Schedule
Wallboard Alarm
Configuration
Group
System
Technician
Group 01-16
Print
Note: Report Types are—
Answer Bins
Abandon Bins
Incoming Call
Total Time
Average Time
System Capacity
Account Code
Traffic Analysis
SEE NEXT PAGE FOR GROUP SUPERVISOR’S SCREENS
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Programming Road Map
GCA70-336
Reviewing The Programming Road Map (continued)
Group Supervisor’s Screens
Access Group Supervisor’s Screens as follows:
1. Select MANAGER from the Sign-in Screen.
2. Select Group Programming from the Manager Screeen.
3. Select a Group (01-16) from the Group Programming Screen.
4. Answer Yes to the question, Sign Through?
Group Setup
Parameter Setup
Overflow Threshold MM:SS
Redirect Threshold
MM:SS
Alarm Threshold
MM:SS
Alarm Threshold
Calls in Queue
Priority Override
MM:SS
Call Screening
Yes No
Automatic Force Call Yes No
Manual Answer
Yes No
Force Account Code Yes No
All Agents Busy Alarm Yes No
Calling Line ID
Yes No
Day to Night Schedule
Monday
HH:MM
Tuesday
HH:MM
Wednesday HH:MM
Thursday
HH:MM
Friday
HH:MM
Disable
Agent Group-Setup
AgGp_01
AgGp_02
AgGp_03
AgGp_04
Agent Group Name XXXXXXX
Agent Name
XXXXXXX
ID #
XXX
Password
XXX
Priority
01-04
Wrap-up
MM:SS
Line Group Setup
LnGp_01
LnGp_02
LnGp_03
LnGp_04
Line Group Name XXXXXXX
Announcement Assignment
First Message
X
Second Message
X
Night Message
X
Special Message
X
Announcement Time Setup
First Msg Int. Delay MM:SS
Music Interval
MM:SS
Line Group Priority 01-04
CLID
Customer Setup
Add
Customer
XXXXXXX
Phone Number
XXXXXXXXXXXXX
Priority
1-4
Group
1-16
Night Mode Routing
No
Yes
Abandoned Call Report
Current
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Interval
Disabled
30 Min.
1,2,4,6,8,12,24 Hrs
A–16
Management Info.
Real Time Setup
Incoming Call Parameter
Outgoing Call Parameter
Busy Time Parameter
Real Time
Historical Reports
Daily
Weekly
Monthly
Current Reports
Hourly
Report Type
(see note)
Report Format
Numerical
Graphical
Note
Abort
Save
Print
Print Numerical
Print Graphical
Print All
Daily
Report Type
(see note)
Report Format
Numerical
Graphical
Note
Abort
Save
Print
Print Numerical
Print Graphical
Print All
Report Schedule
Daily
Print Type
Numerical
Graphical
Numerical/Graphical
Report Type
(see note)
Print Time HH:MM
Weekly/Monthly
Print Type
Numerical
Graphical
Numerical/Graphical
Report Type
(see note)
Weekly Report Print
Disable
Day of Week
Monthly Report Print
Disable
Enable
Management Info.
. . . . (continued)
Wallboard Message
Add
Send
Wallboard Schedule
Add
Day
Time MM:SS
Message (70 chars.)
Wallboard Alarm
Add
Parameter
Function
Threshold
Configuration
Group
System
Technician
Group 01-16
Print
Note: Report Types are—
Answer Bins
Abandon Bins
Incoming Call
Total Time
Average Time
System Capacity
Account Code
Traffic Analysis
Prefer Customer
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Appendix
Appendix E
Backup Utility
What is it?
The Backup Utility allows you to make security Backup copies of the statistical data (i.e., the report files)
gathered by the ACD. These copies are made to standard 3.5" high-density floppy disks.
Once these Backup copies have been made, the Backup Utility can then be used to Delete the old copies
of these files from the Hard Disk of the ACD.
Why should you use it?
As well as providing a measure of security for your data, using the Backup Utility will free up space for
the ACD to re-use, and will prevent the ACD from slowing down due to congestion of the Hard Disk with
old files.
How often should you use it?
Typically, you should use the Backup Utility at least once every three months.
How Do You Use it?
There are three simple steps.
1. You must tell the system which period you wish to Backup or Delete from. For example you might
wish to work with last months files, or the previous quarters files, or files from any arbitrary period,
such as the 15th of January to the 15th of March.
2. You then tell the Backup Utility which file types you wish to work with: these may be the Hourly, the
Daily, the Weekly or the Monthly files, or all of them.
3. You then tell the Backup Utility to either perform a Backup or a Delete on those files for that period.
Using the Backup Utility
Running the Backup Utility
The Backup Utility is accessed as follows. Sign in at the ACD Call Processor as the System Manager, and
then select the S y st e m B ac k up option from the menu bar. A menu with two options on it will
appear. Select the Re p or t B a ck u p option.
A dialogue box will appear with two buttons on it. If you select the one marked C a nc e l the dialogue
box will close and nothing will happen. If you select the button marked B ac k up a further, smaller
dialogue box will appear, with buttons marked C on t in u e and Ca n ce l .
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Appendix
GCA70-336
Selecting the C an c el button will take you back to the previous dialogue box. Continue will close
down the ACD and will start the Backup Utility Program.
NOTE: The ACD will cease to function whilst you are using the Backup Utility - make sure you
are certain that you want to close down the ACD operation before you go to the Backup
Utility.
Press any key or click the left mouse button to remove the welcome window, and to make the menu at the
top of the screen appear.
The Backup Utility Help System
The Backup Utility contains help screens that can be accessed at any time by pressing the F1 key. This
will cause a help screen to appear that will either describe the operation you are currently performing, or
the currently highlighted menu option.
Help screens can be closed by pressing the Esc key.
You can also select the H el p menu option from the main menu to access the Help system menu, where
you will find help on the help system itself, on how to use the menus and how to use the mouse.
Selecting and using menu options is described in the next section.
Interacting with the Backup Utility
You interact with the Backup Utility in the same manner as you do with the rest of the ACD system - you
can use the keyboard or the mouse, or a mixture of both.
When you move the mouse around, a block will move over the screen. This is the mouse cursor. To select
a menu option for example, you would position the mouse cursor over the option you wish to use and then
click the left mouse button.
To use the keyboard you can move the highlight bar along the menu by pressing the Left or Right Arrow
keys to highlight the option you wish to use, and then press the Enter key to activate it, or you can just
press the letter which is highlighted in yellow for each option. So, to access the F i le Ty p e menu
option,you could just press the F key on the keyboard.
Some menu options lead to other, smaller menus, like the H e lp option or the Q ui t option.
To leave a sub-menu like these and to return to the previous menu, you can either press the Esc key, or,
with the mouse cursor positioned on the menu line, press the right mouse button.
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Appendix
The Backup Utility Main Menu Options
Backup
Before you can use the Backup option you must first tell the Backup Utility which type of Data Files you
wish to Backup and also the Start Date and End Date of the period in which you wish to carry out the
Backup.
When you have done that and then selected the Ba c ku p option the system will check which files are
going to need to be copied, and will tell you how many disks you are going need.
NOTE: The disks that you use must be 1.44 Megabyte Hi-density disks, and they must be
formatted. You can either buy the disks and format them yourself if you have access to a
PC, or you can buy ready formatted disks.
The disks must be blank - that is, containing no previous data or files.
You will be prompted to enter each disk as they are required.
The data files are put onto the disks in sub-directories, called BACK001 on the first disk, BACK002 on
the next, and so on, for as many disks as it takes. You should label and date each disk as you remove it
from the disk drive.
Delete
Before you can use the De l et e option you must first tell the Backup Utility which type of Data Files
you wish to delete and also the Start Date and End Date of the period you wish to delete files in.
When you have done that and then selected the De l et e option, the system will check which files are
going to be deleted, and will tell you how much disk space you will recover by deleting them.
NOTE: Make sure you are CERTAIN that you wish to delete the files before you do so - once
they have been removed, if you haven’t already made Backups of them, they will be
gone forever!
Help
This option leads to a further menu offering access to Help screens on the Help system itself, the use of
the Backup Utility menus and the use of the mouse.
Set File
Before you can use the Backup or Delete options, you must first tell the Backup Utility which type of
Data Files you wish to work with, and also the Start Date and End Date of the period in which you wish
to carry out the Backup or Delete operation.
If you select this option, you will be presented with a “popup menu”. On the menu will be the file types
you can choose from. There is also an option labeled A l l D at a F i le s which will cause the
Backup or Delete operation to work with all files of all types, and there is an option labeled A ll (N o t
H o ur l y) .
NOTE: Many users wish to set a Start date and an End Date and to then Backup all of the files
from that period apart from the hourly ones, but wish to Delete all of the files in that
period once the Backup is completed. The All data Files and the All (Not Hourly) options
allow you to do this easily.
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To select an option from the popup menu, you can either highlight the option using the Home, End and Up
and Down Arrow keys and then press Enter, or you can use the hotkey method. The hotkey method allows
you to choose an option by pressing the keyboard character which corresponds to the highlighted (yellow)
letter in the option of your choice. The Esc key will close the popup menu without making a new
selection.
Once you have selected a file type, it will be displayed on the bottom border of the main window.
The File Type that you pick dictates which files are operated on by the next Backup or Delete operation.
Once a File Type has been selected, it will stay set until you change it again. This means you can set the
Start and End Dates, set the File Type and then do a Backup and then do a Delete with the same settings.
If you pick All Files, data files of all type (Hourly, Daily, Weekly and Monthly) are operated on at once,
if you pick All (Not Hourly) the files types operated on will be the Daily, the Weekly and the Monthly
files only.
NOTE: If Weekly or Monthly files are going to be included in the Backup or Delete operation,
the Start Date must be the 1st of a month and the End Date must be the last day in a
month (but the Start Date and End Date do not need to be in the same month, so
01/09/1994 and 31/10/1994 is a valid period).
This applies to the All Files setting too, as the All Files setting includes the Weekly and Monthly data
files automatically.
Set Start
Before you can use the Backup or Delete options, you must first tell the Backup Utility which type of
Data Files you wish to work with, and also the Start Date and End Date of the period in which you wish
to carry out the Backup or Delete operation.
You enter the Start Date for the work period in the format DD/MM/YYYY, so that February 1st 1994
would be entered as 01/02/1994.
Dates are checked as they are entered to make sure that you haven’t asked for the 32nd of a month, or a
date next year and so forth.
Once you have set the Start Date and the End Date you can use them repeatedly. They stay set until you
change them.
This means you can set the two dates and say, Backup the Hourly Files, then do a Delete on the Hourly
Files in the same period, then do a Backup on the Daily Files and then Delete those too, all with one
setting for the Start and End Dates.
NOTE: You can’t enter a date in the current month, only full elapsed months can be worked on.
Also, if you want to work with Weekly, Monthly, or All Files the Start Date MUST be the
first day in a month.
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Appendix
Set End
Before you can use the Backup or Delete options, you must first tell the Backup Utility which type of
Data Files you wish to work with, and also the Start Date and End Date of the period in which you wish
to carry out the Backup or Delete operation.
You enter the End date for the work period in the format DD/MM/YYYY, so that February 1st 1994
would be entered as 01/02/1994.
Dates are checked as they are entered to make sure that you haven’t asked for the 32nd of a month, or a
date next year and so forth.
Once you have set the Start Date and the End Date you can use them repeatedly. They stay set until you
change them.
This means you can set the two dates and say, Backup the Hourly Files, then do a Delete on the Hourly
Files in the same period, then do a Backup on the Daily Files and then Delete those too, all with one
setting for the Start and End Dates.
NOTE: You can’t enter a date in the current month, only full elapsed months can be worked on.
Also, if you want to work with Weekly, Monthly or All Files, the Start Date MUST be
the first day in a month.
Set Path
You will not need to use this option, it is intended for future expansion and is not required in this release
of the Backup Utility.
Info
This option provides a window which shows the Start and End Dates (if they have been set) spelled out
with the names of the day and the month so that you can see exactly which two dates you have entered.
It also shows how many days there were between the two dates, so you can see how many days worth of
data would be affected by a Backup or Delete action.
Quit
The Quit option from the main menu causes a sub-menu with two options on it to appear. These two
options are Re m ai n and Q ui t .
R e ma i n will keep you in the Backup Utility (in case you have selected Quit from the main menu in
error), and the Q ui t option will leave the Backup Utility, and the ACD system will restart.
NOTE: Remember that once the ACD system has reset itself, and if it is during your normal
working hours, instruct your Agents to log back in.
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GCA70–336
Appendix
Appendix F
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.
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.
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 DVA-01 units, all calls in the ACD queue will be dropped.
• When the system is using DVA-16 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.)
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
automatically.
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.
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QuickQ System Manager's Guide
GCA70–336
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.
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Appendix
Appendix G
Detailing Comdial’s Technical Assistance
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 opportunity
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.
Explaining The Repair Service
FCC regulations do not permit repair of customer owned equipment by anyone except the manufacturer
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
P.O. Box 7266
Charlottesville, VA 22906-7266
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
1180 Seminole Trail
Charlottesville, VA 22906-2829
Attention: Repair Department
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Appendix
GCA70-336
Upgrading Your System Knowledge
From time-to-time, Comdial Engineers will enhance equipment software or add to the hardware
capability. 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 call the Technical Services facsimile (FAX) line at 1-800-266-3425, Extension 500 and obtain
additional copies,
• you may call the bulletin board at 1-804-978-2583 and down-load the TAB information.
In addition to TAB information, the bulletin board also contains the latest Comdial manuals and system
software that you can down-load.
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Index
Index
A
Abandoned Bin....................................................1–7
Additional QuickQ Displays For Scout
Telephones....................................................4–10
Account Code Setup Window...........................3–11
Account Codes, Assigning ................................3–10
Account Codes ....................................................1–9
Add Agent Window ..........................................3–23
Agent Features, Describing The..........................1–9
Agent Group Setup..............................................A-6
Agent Group Window .......................................3–23
Agent Group-Setup, Configuring The ..............3–23
Agent Monitoring ................................................4–8
Agent Operation ..................................................4–3
Alarm Threshold................................................1–10
Announcement Backup .....................................3–30
Announcement Messages,
Recording And Playing Back.........................4–7
Announcement Titles, Setting .............................3–9
Answer Bin..........................................................1–7
Answer Time bin Window ................................3–12
Answering Automatically ...................................4–3
Answering Manually ...........................................4–3
Appendix A ........................................................ A–1
Appendix B......................................................... A–3
Appendix C......................................................... A–5
Appendix D ...................................................... A–15
Appendix E....................................................... A–17
Appendix F ....................................................... A–23
Appendix G ...................................................... A–25
Arranging The Stat-Bins ...................................3–12
Assigning Account Codes .................................3–10
Automatic Answer Mode ..................................1–10
Automatic Day-to-Night Mode .........................1–10
Automatic Night-to-Day Mode .........................1–10
B
Backup Utility .................................................. A–17
Becoming Familiar With Conventions
Used in This Guide.........................................1–1
Busy, Making Your Telephone ...........................4–4
C
Call Center Staff, Organizing The ......................1–3
Call Handling, Priority ......................................1–11
Call Processor......................................................1–6
Call Queuing........................................................1–7
Call Routing And Reporting Functions Available
From Calling Line I.D. ...................................1–4
Call Screen Mode ..............................................1–11
Software Revision 3.0
Call Statistics, Saving.......................................A–24
Calls In Queue Button Available ........................ 1-4
Calls Returned From An Overflow Extension ....1–5
Calls Waiting Indication......................................1–9
Calling Line (CLID) Feature, Using The.......... 3-27
Changing Passwords And ID’s ...........................3–5
Changing The Mode Of Operation .....................4–6
Clicking (Selecting an Item)...............................A–1
Clock, Synchronizing The...................................3–7
Close Box ...........................................................A–2
Company Name, Setting The ..............................3–5
Components, Describing The System .................1–6
Configuration Backup .......................................3–31
Configuring The Agent Group-Setup................3–23
Configuring The Group Day To Night
Schedule........................................................3–22
Configuring The Group Parameters ..................3–20
Configuring The Line Group-Setup ..................3–25
D
Day-to-Night Mode, Automatic ........................1–10
Day To Night Schedule, Configuring The
Group ............................................................3–22
Delay Announcements ........................................1–8
Describing QuickQ Agent Features.....................1–9
Describing QuickQ Group Features ..................1–10
Describing QuickQ System Features...................1–7
Describing The System Components ..................1–6
Detailing Comdial’s Technical Assistance ......A–25
Digital Voice Announcer.....................................1–6
Displays For Scout Telephones, Additional
QuickQ..........................................................4–10
Dragging (Moving a Window)...........................A–1
E
Edit ID And Password Window ..........................3–6
Equipment Operation, Verifying......................A–25
Emergency Operations, Understanding ...........A–23
Entering Account Codes......................................4–5
Even Distribution ................................................1–7
Expanding The System........................................1–5
Explaining The Repair Service ........................A–25
Exporting Reports In ASCII Format ........... 1-4, 5–5
F
Features, Describing The Agent..........................1–9
Features, Describing The Group .......................1–10
Features, Describing The System........................1–7
Forcing Account Code Entry...............................1–4
I–1
Index
GCA70-336
G
O
Group Features ..................................................1–10
Group Layout / Worksheet................................. A–5
Group Levels, Programming .............................3–18
Group Setup.........................................................A-5
Group Setup Window........................................3–20
Group Supervisor, Programming By ................3–19
Group Supervisor’s Real Time Screen
Enhanced ........................................................1–4
Opening The Wallboard Schedule Report ........5–10
Operating As A Supervisor .................................4–6
Operating As An Agent.......................................4–3
Operating The QuickQ System ...........................4–1
Organizing The Call Center Staff........................1–3
Overflow Group ................................................1–11
Overflow Threshold ..........................................1–11
H
Performing Initial Sign In....................................3–2
Performing The Group Programming ...............3–18
Preferred Customer Abandoned Call Record
Setup ............................................................A–10
Preparing System Layout /Worksheets ...............3–2
Preparing The Group Layout / Worksheet ........3–19
Printing Screen Information .............................A–23
Priority Call Handling .......................................1–11
Priorities (Wallboard)........................................ 3-14
Programming Group Levels ..............................3–18
Programming QuickQ..........................................3–1
Programming The Abandon Call Timer .............1–5
Programming The System Level Configuration .3–2
How This Version Of QuickQ Is Improved
Over Earlier Versions.....................................1–4
I
ID And Password.................................................3–3
Interacting With The Backup Utility................ A–18
Intergroup Overflow, Setting The .......................3–8
Intergroup Overflow Window.............................3–8
Introducing The QuickQ System.........................1–1
L
Line Group Window..........................................3–25
Line Group Setup ................................................A-7
Line Group-Setup, Configuring The .................3–25
List Of System Groups ......................................3–18
Log-in / Log-out ..................................................1–9
Logging In And Out of QuickQ ..........................4–1
M
Make Set Busy.....................................................1–9
Make Your Telephone Busy ...............................4–4
Making An Outgoing Call...................................4–5
Management Info. ...............................................5–1
Management Information..........................3–29, A-7
Management Information System Reporting......1–8
Manual Answer Mode.........................................1–7
Message Scripts ...................................................A-8
Message Window ................................................3–9
Messages, Understanding The...........................3–26
Modes Of Operation (Wallboard) ......................3-13
Monitoring The Agents .......................................4–8
Mouse And Keyboard, Using..............................2–1
Mouse, Using QuickQ With a ............................ A–1
P
R
Re-size Edges .....................................................A–2
Real Time Parameters, Selecting The .................5–2
Rebooting The QuickQ System........................A–23
Recording And Playing Back The Announcement
Message On The DVA16 ...............................4–7
Redirect Threshold ............................................1–11
Repair Service, Explaining The .......................A–25
Report Screens, Selecting The Main ...................5–7
Reports, Viewing The Real Time........................5–1
Reports, Selecting Current ..................................5–5
Reports, Selecting The Historical........................5–4
Reports, Selecting The Real Time.......................5–1
Reports, Viewing Typical MIS .........................5–13
Requesting Help ..................................................4–4
Reviewing The Programming Roadmap..........A–15
N
Night-to-Day Mode, Automatic ........................1–10
Notifying Agents .............................................. A–23
I–2
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S
Saving Call Statistics........................................ A–24
Scheduling The Night Mode Operations ............1–4
Screen Information, Printing ............................ A–23
Scroll Bar............................................................ A–2
Selecting Configuration Reports .......................5–12
Selecting Current Reports ...................................5–5
Selecting Historical Reports................................5–4
Selecting QuickQ MIS Reports .........................5–13
Selecting Reports To Be Printed
Automatically .................................................1–4
Selecting The Main Report Screens ....................5–7
Selecting The Real Time Setup Parameters ........5–2
Selecting The Real Time Report .........................5–1
Selecting The Report Schedule ...........................5–6
Selecting The Wallboard Alarm Report............5–11
Selecting Wallboard Message Report .................5–8
Setting Announcement Titles ..............................3–9
Setting The All Agent Busy Alarm.....................1–4
Setting The Company Name ...............................3–5
Setting The Intergroup Overflow ........................3–8
Setting The Time And Date ................................3–7
Setting Up The Optional Wallboards................3–13
Setting Up The Wallboard Parameters..............3–16
Setting Up The System........................................3–5
Sign In, Performing Initial ..................................3–2
Sign In Window...................................................3–2
Signing In Agents............................................. A–23
Signing-In As A Group Supervisor...................3–19
Stat-Bin, Arranging The....................................3–12
Stat-Bins ..............................................................A-4
Stats Backup ......................................................3–32
Supervisor Help And Monitoring .......................1–9
Supervisor Operation...........................................4–6
Supervisor Sign In Window ................................3–3
Synchronizing The Clock....................................3–7
System Backup (Manager Level)......................3–30
System Features...................................................1–7
System Knowledge, Upgrading Your .............. A–26
System Layout / Worksheet ............................... A–3
System, Operating The QuickQ ..........................4–1
System, Setting Up The.......................................3–5
System Startup, Understanding ...........................3–1
Index
The Backup Utility Help System .....................A–18
The Backup Utility Main Menu Options .........A–19
Time And Date, Setting The................................3–7
Title Bar..............................................................A–2
Transferring Calls In Or Out Of QuickQ ............4–5
Transferring External Calls To A Subgroup .......1–4
U
Understanding Emergency Operations ............A–23
Understanding QuickQ .......................................1–2
Understanding QuickQ Window Graphics ........A–2
Understanding System Startup ............................3–1
Understanding The Messages............................3–26
Understanding The Wallboards......................... 3-13
Understanding This Guide ..................................1–1
Upgrading Your System Knowledge ...............A–26
Using QuickQ With a Mouse .............................A–1
Using The Backup Utility ................................A–17
Using The Calling Line (CLID) Feature...........3–27
Using The Mouse And Keyboard .......................2–1
Using The Scout Cordless Phone ........................1–5
V
Verifying Equipment Operation.......................A–25
Viewing The Current Call Statistics....................4–9
Viewing The System Manager
Real Time Report ...........................................5–1
Viewing The Supervisor’s
Real Time Report ...........................................5–3
Viewing Typical MIS Reports ..........................5–13
W
Wallboard Alarms ............................................A–13
Wallboard Messages.........................................A–11
Wallboard Parameter Setup..............................A–11
Wallboard Schedules ........................................A–12
Wallboard Setup Record ..................................A–10
Wallboards Are Optionally Available.................1–5
Window Graphic in QuickQ...............................A–2
Worksheet, Group Layout ..................................A–5
Worksheet, Preparing System Layout.................3–2
Worksheet, Preparing The Group Layout .........3–19
Worksheet, System Layout.................................A–3
Wrap-up Time .....................................................1–9
Wrapping Up A Call............................................4–3
T
Technical Assistance, Detailing Comdial’s ..... A–25
Telephone Extensions..........................................1–6
Software Revision 3.0
I–3
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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 purchaser’s
purposes, contact Comdial, Inside Sales Department, P.O.
Box 7266, Charlottesville, Virginia 22906.
R
Charlottesville, Virginia 22901-2829
World Wide Web: http://www.comdial.com/
Printed in U.S.A.
GCA70-336.02
04/97
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