Comdial Dxp Plus Instructions Manual
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I I/O Board, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 IDE Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Installation Check List, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Installing The New Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 Installing TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Interconnection, Reviewing The System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 Introducing TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 L Line-Setup Add Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Line Status Utility, Examining The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 Lines, Adding toQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Lines, Deleting FromQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Lines, Moving TheQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 Listing The Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 M Manual Organization, Understanding The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Modular To 25-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 Modular To 9-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Mounting Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Mounting The Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 Mouse, UsingQuickQWith A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1 Mouse, Using The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1 Moving TheQuickQLines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 O Overflow Extension Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11 Overviewing TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 P Performing Initial Programming ForQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Personal Computer Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2, 3-4 Personal Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 Programming Class Of Service For Master Channel 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Programming Class Of Service For Master Channel 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4 Programming, Initial Performing ForQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Programming Road Map, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A3-1 Programming the DXP Line Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Programming The DVA Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7 Programming The DXP Digital Communications System . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 Programming The DXP System Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 Programming The External Overflow Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11 Programming The Master Channel 1 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-5 Programming The Master Channel 2 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-6 Programming The OAI Number And Master Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 Programming TheQuickQPrinter Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 Programming TheQuickQVoice Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9 Programming The Serial Data Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Programming The Supervisor And Agent Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 Publication IndexIMI66-109 2–Index
Q QUICKQ.BAT File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-12 QuickQ Digital Voice Announcer, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 QuickQI/O Board, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 QuickQPackage Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 QuickQStatus Utility, Examining The Enable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 QuickQSystem, Defining The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 QuickQSystem, Installing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 QuickQSystem, Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 QuickQSystem Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 QuickQVoice Channel Card, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 R Related Publications, Listing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Reviewing The DVA Chassis Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Reviewing The I/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Reviewing The Installation Check List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Reviewing The Programming Road Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A3-1 Reviewing TheQuickQDigital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Reviewing TheQuickQDVA Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Reviewing TheQuickQI/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Reviewing TheQuickQVoice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 Reviewing The System Interconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 Reviewing The Voice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Road Map, Reviewing The Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A3-1 S Setting Up The Personal Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Signing Into The Technician Access Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Supervisor/Manager Sign-in Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 System Access Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 System Components, Understanding The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 System-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 T Technician Access Level, Signing Into The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Technician Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Testing And Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Testing The DVA Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Testing TheQuickQSoftware, During Initial Programming . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Testing TheQuickQSoftware, During Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Testing Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 The ACD Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 The Central Call Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 The Digital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 The Telephone Switching System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Tools And Hardware Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 U Understanding The Manual Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Understanding The System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 Using QuickQ With A Keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Using QuickQ With A Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1 Using The Mouse. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1 IMI66-109Publication Index Index–3
V Viewing The ACD Line-Setup Add Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Viewing The ACD Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Viewing The Edit QuickQ Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 Viewing The Error Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Viewing The Overflow Extension Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11 Viewing The Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 Viewing The Supervisor/Manager Sign-in Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Viewing The System Access Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Viewing The System-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 Viewing The Technician Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Viewing The Voice Port Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9 Voice Card Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Voice Channel Board, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Voice Channel Cards, Installing The New . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 Voice Channel Cards, Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Voice Port Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9 Voice Port Status Utility, Examining The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5 W Window Graphic In QuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-2 Wiring The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 Publication IndexIMI66-109 4–Index
Automatic Call Distributor System Manager’sGuide R QuickQ DXP
Table Of Contents Introducing The QuickQ System..................................... 1–1 Understanding This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1 Becoming Familiar With Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . 1–1 UnderstandingQuickQ.......................................... 1–2 Organizing The Call Center Staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3 Describing The System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3 Call Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3 Digital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3 Telephone Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3 DescribingQuickQSystem Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4 Answer Bin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4 Abandoned Bin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4 Call Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4 Even Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4 Delay Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5 Management Information System (MIS) Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1–5 DescribingQuickQAgent Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 Calls Waiting Indication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 Log-in / Log-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 Make Set Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 Supervisor Help and Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Wrap-up Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6 DescribingQuickQGroup Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7 Alarm Threshold (Time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7 Alarm Threshold (Calls in Queue) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Automatic Day-to-Night Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7 Automatic Night-to-Day Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Automatic Answer Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Manual Answer Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 Overflow Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8 Overflow Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8 Priority Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8 Redirect Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8 Call Screen Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8 Using the Mouse and Keyboard..................................2–1 Version: 1.1.0 Date: May, 1995 GCA70-271Table Of Contents iii
Programming QuickQ........................................... 3–1 Understanding System Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–1 Preparing System Layout / Worksheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 Programming The System Level Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 Performing Initial Sign In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2 Setting Up The System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5 Setting the Company Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5 Changing Passwords and ID’s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5 Setting the Time and Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–7 Setting the Intergroup Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–8 Setting Announcement Titles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–9 Assigning Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–10 Arranging The Stat-Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12 Programming Group Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–13 By System Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13 By Group Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–14 Preparing The Group Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–14 Configuring The Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–14 Configuring the Agent Group-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–16 Configuring the Line Group-Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–18 Management Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–20 System-Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 Announcement Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 Configuration Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-22 Stats Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23 Operating The QuickQ System...................................4–1 Logging In and Out of QuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–1 Operating As An Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3 Answering Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3 Answering Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3 Wrapping Up A Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3 Making Your Telephone Busy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–4 Requesting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–4 Transferring Calls In Or Out OfQuickQ............................... 4–5 Making an Outgoing Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 Entering Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 Operating As A Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–6 Changing The Mode Of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–6 Recording And Playing Back The Announcement Message . . . . . . . . . . . . . . . . . . . . 4–7 Monitoring the Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–8 Viewing The Current Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–9 Table Of ContentsGCA70-271 iv
Management Info.............................................. 5–1 Selecting The Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–1 Viewing The System Manager Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . 5–1 Selecting The Real Time Set Up Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Viewing The Supervisor’s Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Selecting Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–4 Selecting Current Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–5 Selecting The Main Report Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–5 Selecting Configuration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Selecting QuickQ MIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 Viewing Typical MIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 Appendix A............................................ A–1 UsingQuickQWith a Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1 Clicking (Selecting an Item) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1 Dragging (Moving a Window) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1 UnderstandingQuickQWindow Graphic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2 Title Bar................................................A–2 Close Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2 Selection Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 Scroll Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2 Re-size Edges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2 Appendix B............................................ A–3 System Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–3 Appendix C............................................ A–5 Group Layout / Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–5 Appendix D............................................A–11 Reviewing The Programming Roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–11 Appendix E............................................A-13 Backup Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-13 GCA70-271Table Of Contents v
List Of Illustrations Figure 3-1 QuickQ Status Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Figure 3-2 Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Figure 3-3 ID and Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Figure 3-4 Supervisor Sign In Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Figure 3-5 Group 00 System Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5 Figure 3-6 Edit ID and Password Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6 Figure 3-7 Synchronizing the Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 Figure 3-8 Intergroup Overflow Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 Figure 3-9 Message Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 Figure 3-10 Account Code Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 Figure 3-11 Answer Time Bin Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12 Figure 3-12 List of System Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13 Figure 3-13 Group Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15 Figure 3-14 Agent Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16 Figure 3-15 Add Agent Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17 Figure 3-16 Line Group Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18 Figure 3-17 Message Backup and Restore Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21 Figure 3-18 System Program Back-up Restore Window . . . . . . . . . . . . . . . . . . . . . . . . . 3-22 Figure 3-19 Report Back-Up/Clean-Up Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23 Figure 3-20 Report Backup/Cleakup Confirmation Window . . . . . . . . . . . . . . . . . . . . . . 3-23 Figure 5-1 System Manager’s Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 Figure 5-2 Real Time Parameter Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Figure 5-3 Supervisor’s Real Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Figure 5-4 Answer Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8 Figure 5-5 Abandon Bins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8 Figure 5-6 Incoming Call Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9 Figure 5-7 Total Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 Figure 5-8 Average Time Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11 Figure 5-9 System Capacity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12 Figure 5-10 Account Code Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12 Figure 5-11 Traffic Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13 Table Of ContentsGCA70-271 vi
Introducing The QuickQ System Using This Guide This manual will assist you in using yourQuickQautomatic call distributor. It provides a complete description of theQuickQfeatures, a detailed outline of the system configuration, and general operating instructions. Certain typographical conventions appear throughout this guide to simplify the instructions. These are explained below: ·Text that appears on the screen is shown as, for example,Enter your password. · Text that you have to type is shown in two different ways: -‘typeAlbert Smithat 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, for example,Enter. Note: On some keypads, the Enter key may be called Return. The wordselectis used to describe the use of either the mouse or the direction arrow keys to highlight an option on the screen. Notesbring your attention to a particular item.Notesare 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. GCA70-271 Introducing The QuickQ System Introducing The QuickQ System 1-1
UnderstandingQuickQ QuickQis 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,QuickQspeed, 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 theQuickQare 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. 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 theQuickQ. 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 agents 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.QuickQhas the ability to configure the ACD operation into 16 groups, each of which can have four sub-groups. Introducing The QuickQ System GCA70-271 1-2 Introducing The QuickQ System