Comdial Dxp Plus Instructions Manual

							Line Group 03
First Message
Second Message
Night Message
Special Message
Line Group 04
First Message
Second Message
Night Message
Special Message
GCA70-271Appendix
A–9 
						

							Appendix D
Reviewing The Programming Road Map
Start-up Screens
Sign-In
ID # XXX
Password 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
Password
Old Password XXX
New Password XXX
Diagnostic
QuickQ Status
Agent Status Scan
Line Status Scan
Voice Port Status Scan
System Manager’s Screens
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
Group Programming
Group 01-16
(link to group supervisor screens)
Intergroup Overflow
Group 01-16
Level 01
Level 02
Level 03
Level 04
Announcement
Message
Message 1-16
Description
Current Time MM:SSLimit Time MM:SS
Backup
Account Code
Starting Number Range X
Account Code XXX
Description
System Backup
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
Management Info.
Real Time
System Agent Status
System Line Status
Historical
Current
Hourly
Report Type
Answer Bins
Abondon Bins
Incoming Calls
Total Time
Average Time
SystemCcapacity
Traffic Analysis
Account Code
Report Format
Numerical
Graphical
Note
Print
Daily
Report Type
Answer Bins
Abondon Bins
Incoming Calls
Total Time
Average Time
SystemCcapacity
Traffic Analysis
Account Code
Report Format
Numerical
Graphical
Note
Print
Configuration
Group
System
Technician
Print
Group Supervisor’s Screens
Group 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
Day To Night Mode Yes NoTime For Day To Night Mode HH:MM
Agent Group–Setup
AgGp_01
AgGp_02
AgGp_03
AgGp_04
Agent Group Name XXXXXXXX
Agent Name XXXXXXXX
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 XXXXXXXX
First Message X
Second Message X
Night Message X
Special Message X
First Message Delay MM:SS
Music Interval MM:SS
Line Group Priority 01-04
Management Info
Real Time Setup
Incoming Call Parameter MM:SS
Outgoing Call Parameter MM:SS
Busy Call Parameter MM:SS
Real Time
Traffic Activity
Agent Activity
Traffic Status
Service Status
Agent Status
Historical
Current
Hourly
Report Type
Waiting Time
Abandon Call
Incoming Call
Agent Activity
Average Time
System Capacity
Report Format
Numerical
Graphical
Note
Print
Daily
Report Type
Waiting Time
Abandon Call
Incoming Call
Agent Activity
Average Time
System Capacity
Call Profile
Account Code
Report Format
Numerical
Graphical
Note
Print
Configuration
Group
Print
GCA70-271Appendix
A–11 
						

							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.
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.
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.
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 System Backup option from the menu bar. A menu with two options on it will appear.
Select the Report Backup option.
(diagram 1 - acd system manager screen with report menu)
A dialogue box will appear with two buttons on it. If you select the one marked Cancel the dialogue box
will close and nothing will happen. If you select the button marked Backup a further, smaller dialogue
box will appear, with buttons marked Continue and Cancel.
(diagram 2 - acd system manager screen, with dialogues)
GCA70-271Appendix
A–13 
						

							Selecting the Cancel button will take you back to the previous dialogue box. Contineu 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, and remember to invoke the Norstar BACKUP service mode.
When the Backup Utility starts you will see the screen change to display the following.
(diagram 3 - Backup Utility welcome screen)
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, as shown below.
(diagram 4 - Backup Utility main menu)
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 Escape key.
(diagram 5 - help screens)
You can also select the Help menu option from the main menu to access the Help system menu, where
you will find help on the help system istelf, on how to use the menus and how to use the mouse.
Selecting and using menu options in 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 the mouse mat 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 keyoard 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 File Type menu
option,you could just press the F key on the keyboard.
Some menu options lead to other, smaller menus, like the Help option or the Quit option.
To leave a sub-menu like these and to return to the previous menu, you can either press the Escape key,
or, with the mouse cursor positioned on the menu line, press the right mouse button.
AppendixGCA70-271
A–14 
						

							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 Backup 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.
(diagram 5 - Backup Utility showing the user how many disks they are going to need)
Delete
Before you can use the Delete 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 Delete 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 labeledAll Data Fileswhich will cause the
Backup or Delete operation to work with all files of all types, and there is an option labeledAll (Not
Hourly).
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.
GCA70-271Appendix
A–15 
						

							To select an option from the popup menu, you can either highlight the option using theHome,EndandUp
andDownArrow keys and then pressEnter, 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. TheEsckey 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 1/09/1994 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.
AppendixGCA70-271
A–16 
						

							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 areRemainandQuit.
Remainwill keep you in the Backup Utility (in case you have selected Quit from the main menu in
error), and theQuitoption will leave the Backup Utility, and the ACD system will re-start.
Note: Remember to put the Norstar back into the Normal service mode once the ACD system
has reset itself, and if it is during your normal working hours, instruct your Agents to log
back in.
GCA70-271Appendix
A–17 
						

							Index
A
Abandoned Bin ........................................................1–4
Account Code Setup Window .............................. 3–11
Account Codes, Assigning ................................... 3–10
Account Codes ........................................................1–6
Add Agent Window ............................................. 3–17
Agent Features, Describing The ..............................1–6
Agent Group Window .......................................... 3–16
Agent Group-Setup, Configuring the ................... 3–16
Agent Monitoring ....................................................4–8
Agent Operation ......................................................4–3
Alarm Threshold......................................................1–7
Announcement Messages,
Recording And Playing Back ..................................4–7
Announcement Titles, Setting .................................3–9
Answer Bin ..............................................................1–4
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–11
Appendix E ........................................................... A-13
Arranging The Stat-Bins ...................................... 3–12
Assigning Account Codes .................................... 3–10
Automatic Answer Mode ........................................1–7
Automatic Day-to-Night Mode ...............................1–7
Automatic Night-to-Day Mode ...............................1–7
B
Becoming Familiar With Conventions
Used in This Guide .............................................1–1
Busy, Make Your Telephone ..................................4–4
C
Call Center Staff, Organizing The ..........................1–3
Call Handling, Priority ............................................1–8
Call Processor ..........................................................1–3
Call Queuing............................................................1–4
Call Screen Mode ....................................................1–8
Calls Waiting Indication..........................................1–6
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 .....................1–3
Configuring the Agent Group-Setup .................... 3–16Configuring the Line Group-Setup .......................3–18
Configuring The Group .........................................3–14
D
Day-to-Night Mode, Automatic ..............................1–7
Defaults ...................................................................3–1
Delay Announcements ............................................1–5
Describing
QuickQAgent Features .................. 1–6
DescribingQuickQGroup Features ................. 1–7
DescribingQuickQSystem Features ................ 1–4
Describing The System Components ......................1–3
Digital Voice Announcer ........................................1–3
Dragging (Moving a Window)...............................A–1
E
Edit ID and Password Window ...............................3–6
Even Distribution ....................................................1–4
F
Features, Describing The Agent..............................1–6
Features, Describing The Group .............................1–7
Features, Describing The System............................1–4
G
Group 00 System Selection .....................................3–5
Group, Configuration ............................................3–14
Group Features ........................................................1–7
Group Layout / Worksheet .....................................A–5
Group Levels, Programming .................................3–13
Group Setup Window............................................3–15
Group Supervisor, Programming By ....................3–14
H
I
ID and Password......................................................3–3
Intergroup Overflow, Setting the ............................3–8
Intergroup Overflow Window.................................3–8
Introducing TheQuickQSystem.............................1–1
L
Line Group Window .............................................3–18
Line Group-Setup, Configuring the ......................3–18
List Of System Groups ..........................................3–13
Log-in / Log-out ......................................................1–6
Logging In and Out ofQuickQ...............................4–1
GCA70-271Index
I–1 
						

							M
Make Set Busy.........................................................1–6
Make Your Telephone Busy ...................................4–4
Management Info. ................................................... 5-1
Management Information System Reporting ..........1–5
Manual Answer Mode .............................................1–7
Message Window ....................................................3–9
Messages, Understanding the ............................... 3–19
MIS Reporting .........................................................1–5
Monitoring the Agents ............................................4–8
Mouse and Keyboard, Using ...................................2–1
Mouse, UsingQuickQWith a ................................A–1
N
Night-to-Day Mode, Automatic ..............................1–7
O
Operating As A Supervisor .....................................4–6
Operating As An Agent ...........................................4–3
Operating TheQuickQSystem ...............................4–1
Organizing The Call Center Staff ...........................1–3
Overflow Group ......................................................1–8
Overflow Threshold ................................................1–8
P
Performing Initial Sign In .......................................3–2
Performing the Group Programming ................... 3–13
Preparing System Layout / Worksheets ..................3–2
Preparing The Group Layout / Worksheet ........... 3–14
Priority Call Handling .............................................1–8
Programming Group Levels ................................. 3–13
ProgrammingQuickQ............................................ 3–1
Programming The System Level Configuration .....3–2
R
Re-size Edges .........................................................A–2
Real Time Parameters, Selecting The .....................5–2
Recording And Playing Back
The Announcement Message .............................4–7
Redirect Threshold ..................................................1–8
Report, Selecting The Main Report Screens ...........5–5
Reports, Viewing the Real Time .............................5–1
Reporting, MIS ........................................................1–5
Reports, Selecting Current ......................................5–5
Reports, Selecting The Historical............................5–4
Reports, Selecting The Real Time...........................5–1
Reports, Viewing Typical MIS ...............................5–7
Requesting Help ......................................................4–4
Reviewing The Programming Roadmap ..............A–11
S
Scroll Bar ................................................................A–2Selecting Current Reports .......................................5–5
Selecting Historical Reports....................................5–4
SelectingQuickQMIS Reports ...............................5–7
Selecting The Main Report Screens ........................5–5
Selecting The Real Time Parameters ......................5–2
Selecting The Real Time Report .............................5–1
Setting Announcement Titles ..................................3–9
Setting the Company Name ....................................3–5
Setting the Intergroup Overflow .............................3–8
Setting the Time and Date .......................................3–7
Setting Up The System............................................3–5
Sign In, Performing Initial ......................................3–2
Sign In Window ......................................................3–2
Signing In As A Group Supervisor .......................3–14
Stat-Bin, Arranging The ........................................3–12
Supervisor Operation ..............................................4–6
Supervisor Sign In Window ....................................3–3
Synchronizing the Clock ......................................... 3-7
System Features.......................................................1–4
System Layout / Worksheet ...................................A–3
System Level Features, Understanding...................1–4
System, Operating TheQuickQ..............................4–1
System, Setting Up The...........................................3–5
System Startup, Understanding ...............................3–1
T
Telephone Extensions .............................................1–3
Time and Date, Setting the ......................................3–7
Title Bar..................................................................A–2
Transferring Calls In Or Out OfQuickQ................4–5
U
UnderstandingQuickQ..................................... 1–2
Understanding System Startup ................................3–1
Understanding the Messages .................................3–20
Understanding This Guide ......................................1–1
UsingQuickQWith a Mouse .................................A–1
Using the Mouse and Keyboard ..............................2–1
V
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 ................................5–7
W
Window Graphic inQuickQ................................. A–2
Worksheet, Group Layout ......................................A–5
Worksheet, Preparing System Layout.....................3–2
Worksheet, Preparing The Group Layout .............3–14
Worksheet, System Layout ....................................A–3
IndexGCA70-271
I–2 
						

							Wrap-up Time .........................................................1–6
Wrapping Up A Call ...............................................4–3
Z
Zoom Box ...............................................................A–2
GCA70-271Index
I–3