Comdial Dxp Plus Instructions Manual
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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 Manageris 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 Supervisoris directly responsible for the following responsibilities: ·Move, add and delete Agents required for the ACD 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 Agentis 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. Describing The System Components NOTE:You can ensure continuous QuickQ operation by adding an uninterruptable power source to both the digital voice announcer and central call processor, and an optional battery backup assembly to the DXP digital communications system. Call Processor The call processor is the brain of theQuickQ. It consists of theQuickQsoftware and a personal computer. The call processor monitors and controls all activities within the boundaries of the ACD. Digital Voice Announcer The Digital Voice Announcer (DVA) is a stand-alone voice processing system designed to directly interface with the DXP digital communications system. It provides storage for up to 16 digitized voice announcements for playback under control of the central call processing unit. In a busy call center when all Agents are busy, the DVA intercepts incoming calls and plays prerecorded voice announcements. Telephone Extensions The Agent’s and Supervisor’s stations are typical DXP proprietary telephones (12 or 24 Button Display Sets). GCA70-271 Introducing The QuickQ System Introducing The QuickQ System 1-3
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 Time Definition Calls 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 Number of Time Definition Bin Calls 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 TheQuickQmanages 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 TheQuickQeffectively shares the incoming call workload evenly among agents. This ensure the optimum productivity of all agents by distributing calls to the longest idle agent. Introducing The QuickQ System GCA70-271 1-4 Introducing The QuickQ System
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 TheQuickQsystem 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. GCA70-271 Introducing The QuickQ System Introducing The QuickQ System 1-5
Describing QuickQAgent 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 use the Management Information Report System. 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 theBUSYinteractive 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 READYinteractive button, and similarly can extend a call’s wrap-up time by pressing the BUSYinteractive button. Introducing The QuickQ System GCA70-271 1-6 Introducing The QuickQ System
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. 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 QuickQswitches 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. GCA70-271 Introducing The QuickQ System Introducing The QuickQ System 1-7
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 210 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). 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 billing starts as soon as theQuickQanswers 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. Introducing The QuickQ System GCA70-271 1-8 Introducing The QuickQ System
Using the Mouse and Keyboard You can use theQuickQsystem 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 theQuickQmenus and enter data or select items, refer to Appendix A for a description of theQuickQgraphical windowing environment, and details for using the mouse and keyboard. If you are confident that you can use these techniques adequately, go on toQuickQprogramming. GCA70-271 Using the Mouse and Keyboard Using The Mouse and Keyboard 2-1
Programming QuickQ You can program theQuickQfeatures by any of the following parameters: ·System, ·Group, ·Sub-group, ·Agent. You must programQuickQfrom the system console windows graphic environment using either the mouse or the keyboard. If you are not familiar with using a mouse or the keyboard in a windows graphic environment, refer to Appendix A. Understanding System Startup At initial installation, the installer performs system startup and programs the DXP digital communications system and theQuickQto work together. The system begins operation with the following default settings: ·Technician ID # 832·Technician Password 832 ·System Manager ID # 900·System Manager Password 900 ·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 20 seconds ·Priority Override 2 minutes·Alarm Threshold Calls in Queue 0 ·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 5:30 p.m. ·First Message 1·Agent Wrap-up 10 seconds ·Night Message 3·Second Message 2 ·First Message Delay 10 seconds·Special Message 4 ·Line Priority Level 01·Music Interval 30 seconds To determine which settings are applicable to you, refer to the relevant headings on the following pages. GCA70-271 Programming QuickQ Programming The QuickQ System 3-1
Preparing System Layout / Worksheets Prepare the system manager’s programming worksheet before you actually configuring the system at the console, and use this worksheet as a reference to assist you in entering the information required over the following pages. 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 Escto close the QuickQ Status window (Figure 3-1). 2. On the main system window, select theSign-Inmenu bar option. Either move the pointer to it and click the left mouse button, or hold down the Altkey and press theSkey (Figure 3-2). Figure 3-2 Sign In Window Figure 3-1 QuickQ Status Window Programming QuickQ GCA70-271 3-2 Programming The QuickQ System
3. The System Access window appears, and theID#box will display 100. You can type without having to first clear this value (Figure 3-3). 4. The System Manager ID# and the password both default to 900. Type 900at the ID# box and press Enter. The highlight moves to the Password box. Type900again and pressEnter. 5. The Supervisor/Manager Sign In window appears. Highlight theManagerline and press Enter (Figure 3-4).Figure 3-3 ID and Password Figure 3-4. Supervisor Sign In Window GCA70-271 Programming QuickQ Programming The QuickQ System 3-3