Comdial QuickQ Supervisors Service Manual
QuickQ Automatic Call Distributor
System Manager’s Guide
For Windows NT
®
and Windows 2000® Operating Systems
Comdial® strives to design the features in our communications systems to be
fully interactive with one another. Howe ver, this is not always possible, as the
combinations of accessories and features are too varied and extensive to
insure total feature compatibility. Accordingly, some features identified in this
publication will not operate if some other feature is activated. Comdial
disclaims all liability relating to feature non-compatibility or associated in any
way with problems which may be encountered by incompatible features.
Notwithstanding anything contained in this publication to the contrary,
Comdial makes no representation herein as to the compatibility of features.
GCA70-357.03
10/02
Printed in U.S.A.
Comdial October, 02
TABLE OF CONTENTS
1. Introducing The QuickQ ACD System ............................................................................7
1.1 Understanding This Guide ............................................................................................7
1.1.1 Becoming Familiar With Conventions Used in This Guide ............................... 7
1.2 Understanding QuickQ .................................................................................................8
1.3 Organizing The Call Center Staff ................................................................................8
1.4 Describing The System Components ............................................................................9
1.4.1 Call Processor ..................................................................................................... 9
1.4.2 Digital Voice Announcer .................................................................................... 9
1.4.3 Telephone Extensions ....................................................................................... 10
1.5 Understanding The Wallboards ..................................................................................10
1.5.1 Modes Of Operation ......................................................................................... 10
Parameter Mode .................................................................................................10
Text Mode ..........................................................................................................11
Priorities .............................................................................................................11
1.6 Describing QuickQ System Features ..........................................................................12
1.6.1 Answer Bin ....................................................................................................... 12
1.6.2 Abandoned Bin ................................................................................................. 12
1.6.3 Call Queuing ..................................................................................................... 12
1.6.4 Even Distribution .............................................................................................. 12
1.6.5 Delay Announcements ...................................................................................... 13
1.6.6 Understanding the Messages ............................................................................ 13
1.7 Management Information System (MIS) Reporting ...................................................14
1.7.1 Describing QuickQ Agent Features .................................................................. 15
Account Codes ...................................................................................................15
Calls Waiting Indication ....................................................................................15
Log-in / Log-out .................................................................................................15
Make Set Busy ...................................................................................................15
Supervisor Help and Monitoring .......................................................................15
Wrap-up Time ....................................................................................................16
1.8 Describing QuickQ Group Features ...........................................................................16
Alarm Threshold (Time) ....................................................................................16
Alarm Threshold (Calls in Queue) .....................................................................16
Automatic Day-to-Night Mode ..........................................................................16
Automatic Answer Mode ...................................................................................16
Manual Answer Mode .......................................................................................17
Overflow Group .................................................................................................17
Overflow Threshold ...........................................................................................17
Priority Call Handling ........................................................................................17
Redirect Threshold .............................................................................................17
Call Screen Mode ...............................................................................................18
Notes ..................................................................................................................18
2. Programming QuickQ ......................................................................................................19
2.1 Understanding System Startup ....................................................................................19
Oct 02 Comdial i
2.1.1 Preparing System Layout / Worksheets ............................................................ 19
2.1.2 Programming QuickQ Without A Protection Key ............................................ 20
2.1.3 Programming QuickQ From Another PC Through Networking ...................... 20
2.2 Signing In ...................................................................................................................20
2.2.1 Signing In to the Manager’s Level ................................................................... 20
2.3 Enabling the Toolbar and Status Bar ..........................................................................21
2.3.1 Signing Through to the Group Supervisor’s Level ........................................... 21
2.4 Signing Out .................................................................................................................21
2.4.1 Signing Out and Exiting QuickQ ...................................................................... 22
2.5 Manager Programming ...............................................................................................22
2.5.1 Entering your Company’s Data ........................................................................ 22
2.5.2 Activating a Group ............................................................................................ 23
2.5.3 Deactivating A Group ....................................................................................... 24
2.5.4 Activating Group Supervisor ............................................................................ 24
2.5.5 Setting The Intergroup Overflow ...................................................................... 25
2.5.6 Assigning Account Codes ................................................................................. 26
2.5.7 Arranging the Stat Bins ..................................................................................... 27
2.5.8 Controlling the Wallboards ............................................................................... 28
Setting Up a Wallboard ......................................................................................29
Programming Wallboard Parameters .................................................................30
2.5.9 Changing Your Password ................................................................................. 31
2.5.10 Setting Announcement Titles .......................................................................... 32
2.5.11 Synchronizing the Date and Time .................................................................. 33
2.5.12 Backing Up Announcements .......................................................................... 34
2.5.13 Restoring Announcements .............................................................................. 34
2.6 Supervisor Programming ............................................................................................35
2.6.1 Preparing the Group Layout/Worksheet ........................................................... 35
2.6.2 Programming Modes of Operation ................................................................... 35
Modes .................................................................................................................35
2.6.3 Programming the Thresholds ............................................................................ 37
2.6.4 Configuring The Day to Night Schedule .......................................................... 38
2.6.5 Activating the Agent Group .............................................................................. 39
2.6.6 Activate a Line Group ...................................................................................... 40
2.6.7 Changing Your Password ................................................................................. 41
2.6.8 Using the Calling Number ID ........................................................................... 41
Setting Up a Customer List ................................................................................42
Adding a New Customer ....................................................................................43
2.6.9 Configuring Line Group Announcements ........................................................ 44
2.6.10 Configuring Agent Groups ............................................................................. 45
Adding, Changing, and Deleting Agents ...........................................................45
Notes ..................................................................................................................46
3. Operating the QuickQ System .........................................................................................47
3.1 Detailing the QuickQ Telephones ...............................................................................47
3.2 Logging In and Out of QuickQ ...................................................................................48
3.3 Operating As An Agent ..............................................................................................50
3.3.1 Answering Automatically ................................................................................. 50
ii Comdial October, 02
3.3.2 Answering Manually ......................................................................................... 50
3.3.3 Wrapping Up A Call ........................................................................................ 51
3.3.4 Making Your Telephone Busy .......................................................................... 51
3.3.5 Requesting Help ................................................................................................ 51
3.3.6 Transferring Calls In or Out of QuickQ ............................................................ 52
3.3.7 Making an Outgoing Call ................................................................................. 52
3.3.8 Entering Account Codes ................................................................................... 53
3.3.9 Using Calling Number ID ................................................................................. 53
3.4 Operating As a Supervisor ..........................................................................................54
3.4.1 Changing the Mode of Operation ..................................................................... 54
3.4.2 Reviewing The DVA16 Announcement Messages .......................................... 55
3.4.3 Monitoring The Agents ..................................................................................... 56
3.4.4 Viewing The Current Call Statistics ................................................................. 57
3.5 QuickQ Displays For Scout Telephones .....................................................................58
4. Using Management Information .....................................................................................59
4.1 Obtaining a Detailed Printout .....................................................................................59
4.2 Selecting Setup ...........................................................................................................60
4.3 Selecting Real Time Reports ......................................................................................61
4.3.1 System Real Time Reports ............................................................................... 61
4.3.2 System Real Time - Lines ................................................................................. 61
4.3.3 System Real Time - Agents .............................................................................. 61
4.3.4 Supervisor’s Real Time Report ......................................................................... 62
4.4 Selecting the Historical Reports .................................................................................62
4.4.1 Selecting the Hourly Report ............................................................................. 63
4.5 Selecting Current Reports ...........................................................................................64
4.6 Selecting the Report Schedule ....................................................................................65
4.6.1 Daily Reports .................................................................................................... 65
4.6.2 Weekly Reports ................................................................................................. 65
4.6.3 Monthly Reports ............................................................................................... 66
4.7 Working with Wallboards ...........................................................................................67
4.7.1 Programming Wallboard Messages .................................................................. 67
Creating a New Wallboard Message ................................................................67
...........................................................................................................................69
Revising a Wallboard Message ..........................................................................69
Sending a Wallboard Message ...........................................................................70
Deleting a Wallboard Message ..........................................................................70
4.7.2 Setting Wallboard Alarms .............................................................................. 70
Creating a New Wallboard Alarm Threshold ....................................................71
Revising a Wallboard Alarm Threshold ............................................................72
4.7.3 Creating Wallboard Schedules .......................................................................... 72
Creating a New Wallboard Schedule .................................................................72
Revising the Scheduled Programming for a Selected Wallboard Message .......73
4.8 Selecting the Abandoned Calling Number ID Report ................................................73
4.9 Selecting Configuration Reports .................................................................................74
4.9.1 Selecting The Reports ....................................................................................... 74
4.10 Selecting QuickQ MIS Reports ................................................................................75
Oct 02 Comdial iii
4.10.1 Viewing Typical MIS Reports ........................................................................ 76
Answer Bins Report ...........................................................................................77
Abandon Bins Reports .......................................................................................78
Incoming Call Report .........................................................................................79
Average Time Report–Total Time Agent Report Definitions ...........................81
5. Appendix A ........................................................................................................................85
5.1 Using QuickQ With a Mouse ......................................................................................85
5.1.1 Clicking (Selecting an Item) ............................................................................. 85
5.1.2 Dragging (Moving a Window) ......................................................................... 85
5.2 Understanding QuickQ Window Graphics .................................................................86
6. Appendix B ........................................................................................................................87
6.1 System Layout / Worksheet ........................................................................................87
7. Appendix C ........................................................................................................................91
7.1 Group Layout / Worksheet .........................................................................................91
7.1.1 Group Setup ...................................................................................................... 91
7.1.2 Agent Group Setup ........................................................................................... 92
7.1.3 Line Group Setup .............................................................................................. 93
7.1.4 Management Information ................................................................................. 93
7.1.5 Message Scripts ................................................................................................ 94
7.1.6 Preferred Customer Abandoned Call Record Setup ......................................... 96
7.1.7 Wallboard Setup Record ................................................................................... 97
7.1.8 Wallboard Parameter Setup .............................................................................. 97
7.1.9 Wallboard Messages ......................................................................................... 98
7.1.10 Wallboard Schedules ...................................................................................... 99
7.1.11 Wallboard Alarms ......................................................................................... 100
8. Appendix D ......................................................................................................................103
8.1 Reviewing The Programming Road Map .................................................................103
Start-up, and System Manager’s Windows ......................................................103
Group Supervisor’s Window ...........................................................................106
9. Appendix E ......................................................................................................................109
9.1 Backing Up System Reports .....................................................................................109
9.1.1 What is the Windows NT Backup option? ..................................................... 109
9.1.2 Why should you use it? ................................................................................... 109
9.1.3 How often should you use it? ......................................................................... 109
9.1.4 How do you use it? ......................................................................................... 109
10. Appendix F ....................................................................................................................111
10.1 Understanding Emergency Operations ...................................................................111
10.1.1 Notifying Agents ........................................................................................... 111
10.1.2 Rebooting The QuickQ System .................................................................... 111
10.1.3 Signing-In Agents ......................................................................................... 111
10.1.4 Printing Screen Information .......................................................................... 111
10.1.5 Saving Call Statistics .................................................................................... 112
11. Appendix G ....................................................................................................................113
11.1 Detailing Comdial’s Technical Assistance .............................................................113
11.1.1 Verifying Equipment Operation ................................................................... 113
11.1.2 Explaining The Repair Service ..................................................................... 113
iv Comdial October, 02
11.1.3 Upgrading Your System Knowledge ............................................................ 114
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vi Comdial October, 02
QuickQ System Manager’s Guide
1. INTRODUCING THE QUICKQ ACD SYSTEM
1.1 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.
1.1.1 BECOMING FAMILIAR WITH CONVENTIONS USED IN THIS GUIDE
Certain typographical conventions appear throughout this guide to simplify the instructions. These are
explained below:
Items appearing on a screen that you should click on with your mouse to cause a desired action are
shown in bold letters.
This manual is one of two manuals that comprise the system documentation
Important text showing on a screen is shown in italics.
Keys that you are required to press are shown as, Enter.
NOTE: On some keyboards, the Enter key may be called Return.
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.
Many of the QuickQ programming windows contain one or more of the following commands you can
click on with your mouse:
New - Click on this word when you want the system to produce a dialog box that will allow you to
make a new entry.
Properties - Click on this word when you want to edit the item on the screen that you have highlighted.
Remove - Click on this word when you want to remove the item on the screen that you have highlighted.
Help - Clicking on this word will cause text to appear on your screen to explain items on the associated
window
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.
October, 02 Comdial 1
Introducing The QuickQ ACD System
Unless otherwise noted, the name Digital Communications System used throughout this manual
encompasses all three Comdial systems—DXP, DXP Plus, or FX Series.
1.2 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.
• 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.
The four primary functions of the QuickQ are as follows:
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.
calling a company to place an order, check a reservation, or talk to a support or help desk.
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.
operators in a busy call center. However, it is more efficient to separate different types of calls into
groups.
four line groups.
QuickQ has the ability to configure the ACD operation into 16 groups, each of which can have
Many successful operations exist where different types of calls reach specially trained
For example, the customer may be
In all cases,
1.3 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,
2 Comdial October, 02
QuickQ System Manager’s Guide
• Telephone Agents.
The System Manager is directly responsible for the day-to-day operation and maintenance of the
ACD center.
visor’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.
• Assign personnel based on the traffic demands of the various groups for maximum operating
efficiency of the ACD center.
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.
In smaller systems, the System Manager’s task may be combined with the Group Super-
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.
1.4 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 digital communications system. Wireless devices may need additional
backup.
1.4.1 CALL PROCESSOR
The call processor is the brain of the QuickQ. It consists of the QuickQ software and a personal computer with a WindowsNT operating system. The call processor monitors and controls all activities
within the boundaries of the call center.
1.4.2 DIGITAL VOICE ANNOUNCER
The Digital Voice Announcer (DVA) is a stand-alone voice processing system designed to directly
interface with the digital communications system.
to four digitized voice announcements for playback under control of the central call processing unit
while the DVA16 can store up to 16 announcements.
the DVA intercepts incoming calls and plays prerecorded voice announcements.
Two models are available—the DVA01 can store up
In a busy call center when all Agents are busy,
When using the DVA01 with QuickQ, the following limitations apply.
October, 02 Comdial 3
Introducing The QuickQ ACD System
1. QuickQ cannot support more than two DVA01 units.
2. You must record four messages and they must be assigned to message numbers 1 through 4 in
QuickQ which correspond to 44 through 47 in the Digital Communications System. These mes
sage numbers are reserved for QuickQ. You must record all four messages even if you are not
using them all.
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) through DCS attendant voice programming.
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 DVA when the system is using
DVA01.
the
10. The announcement (message) backup feature is disabled.
-
1.4.3 TELEPHONE EXTENSIONS
The Agent’s and Supervisor’s stations are typical proprietary telephones (12 or 24 Button LCD Sets)
or optionally Scout II cordless phones can be used by Supervisors and/or Agents.
1.5 Understanding The Wallboards
QuickQ can support up to 16 optional wallboards. Both mono and color wallboards are functional in
version 3.1. The color wallboards have a 40-character display (two rows of 20 characters) consisting of
red, yellow, and green LEDs.
1.5.1 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
Wallboards display several parameters—six for the color version or three for the mono version as
shown in the example below.
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.
hour (or part of an hour) together with the final totals for the day are displayed.
QuickQ
at 00:00 (midnight).
is reset to a new day at 00:00 (midnight). As a result, the last summary of the day is displayed
When the first agent signs in, the wallboard is initiated into the day mode.
The mono wallboards display a single row of 20 characters in red.
See Table 3-1 for the wallboard parameters.
When the system goes into the night mode, the totals for the past
For 24-hour sites,
4 Comdial October, 02
QuickQ System Manager’s Guide
When an alarm condition is met, the color wallboard either displays a scrolling message or it shows the
display parameters in red.
The audible alarm (buzzer) will also sound, if that option is programmed.
Figure 1-1 Wallboard Display
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).
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 parameter token is a
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.
alarm option.
The color wallboard example below illustrates how parameter tokens SH and SD are
To alert agents of a new text message, users can activate the audible
converted to actual values in the scrolling text message.
Figure 1-2 Scrolling Text Message
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).
October, 02 Comdial 5
Introducing The QuickQ ACD System
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.
sages appear on the wallboard.
Not until then will another set of mes-
1.6 Describing QuickQ System Features
1.6.1 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.
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.
The system answer bin default time is zero. By
Answer
Bin
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)
Number
of Calls
Time Definition
1.6.2 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 aban
doned 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
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)
Number
of Calls
Time Definition
1.6.3 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.
ensures that calls are handled in a timely and efficient manner. Priority can be assigned to preferred
lines such as Inwats (800 lines).
The calls are queued on a first in first out principle. Call queuing
1.6.4 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 agents who have been idle the longest.
6 Comdial October, 02
QuickQ System Manager’s Guide
1.6.5 DELAY ANNOUNCEMENTS
Delay announcements are important money-saving features that help keep the queue working in an
efficient manner.
Such sporadic increases in volume may force callers to wait for connection longer than they
ACD.
would like.
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.
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.
Since telephone traffic is random, there will be occasional bursts of calls to any
By recording delay announcements (such as, Hello you have reached XYZ Company. All
Without this announcement most people will
1.6.6 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.
October, 02 Comdial 7
Introducing The QuickQ ACD System
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.
Figure 1-3 Typical Recording Technique
1.7 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.
8 Comdial October, 02
QuickQ System Manager’s Guide
Historical information is described in details in Section 5 under the heading Selecting Historical
Reports.
1.7.1 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 Code Call Category
100 Help with Setup 300 Help with Word Processing
200 Help with MS NT 301 Help with Databases
201 Help with Networked NT 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.
optional, forced and verified.
nications System’s Account Code feature.
This is a QuickQ feature—do not confuse this with the Digital Commu-
Account codes can be
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.
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.
OAI61 on the agent’s or supervisor’s set.
The calls waiting indication prompts
Map this button as
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 BUSY 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 help without interrupting the call in progress.
October, 02 Comdial 9
Introducing The QuickQ ACD System
Wrap-up Time
Immediately after he or she terminates a call, the system places that Agent’s telephone into the wrapup mode. During this wrap-up time, the agent will not be presented any calls.
take this time to finish any paperwork associated with the call just completed.
programs the wrap-up time for each individual Agent.
wrap up a call than less experienced Agents.
An Agent can shorten a call’s wrap-up time by pressing the READY interactive button, and similarly
can extend a call’s wrap-up time by pressing the
Experienced Agents may require less time to
BUSY interactive button.
Usually the Agent will
The Group Supervisor
1.8 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 pre-programmed 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
QuickQ switches from night mode to day mode when the first Agent of the group logs into the system
to take calls.
them.
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.
This ensures there is always someone logged in to take calls before the system accepts
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.
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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.
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 up to 16 overflow extensions.
The overflow groups are set by the System Manager.
NOTE: Overflow level 4 can be set in technician programming to a specific non-ACD extension.
Example: Agents in Group Two will receive calls from Group One when the pre-programmed period
of time (default is 210 seconds) has gone beyond the overflow threshold. The overflow threshold is
preset depending on the group’s requirements. Since the overflowed calls remain in both queues (for
Groups One and Two), the system will direct each call to the first available agent in either group. This
feature is known as “look back.”
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.
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 calls 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.
This is important, as network billing starts as soon as the QuickQ answers the call.
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.
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Introducing The QuickQ ACD System
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.
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.
Usually the message is used to
Notes
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QuickQ System Manager’s Guide
1. PROGRAMMING QUICKQ
This section describes programming procedures for the QuickQ system manager and for the QuickQ
group supervisor. All programming is accomplished at a QuickQ system console using a Windows95
or WindowsNT operating system. As a system manager or group supervisor, you will do all of your
programming by pointing and clicking objects on the console’s screen using a mouse. If you are not
familiar with using a mouse in a windows-based graphic environment, refer to Appendix A.
1.1 Understanding System Startup
At initial installation, the installer performs system startup and programs the Digital Communications
System and the QuickQ to work together.
The system begins operation with the following default settings:
• Agent Password None • Group 1 Supervisor ID # 901
• Agent Priority Level 01 • Group 1 Supervisor Password 901
• Agent Wrap-up 10 sec. • Group 2-16 Supervisor ID # 000
• Agent’s ID # None • Groups 2-16 Supervisor Pswd 000
• Alarm Threshold Calls in Queue 0 • Line Priority Level 01
• Alarm Threshold 45 sec. • Night Announcement 3
• All Agents Busy Alarm No • On Hold Interval 30 sec.
• Allow Suspension of Agent Set No • Overflow Group None
• Answer Mode Manual • Overflow Threshold 210 sec.
• Call Screening No • Priority Override 90 sec.
• Calling Number ID No • Redirect Threshold 20 sec.
• Day to Night Mode Yes • Second Announcement 2
• First Ann. Intercept Delay 10 sec. • Special Announcement 4
• First Announcement 1 • System Manager ID # 900
• Force Account Code No • System Manager Password 900
• Time for each Day-Night Mode 5:30 pm
To determine which settings are applicable to you, refer to the relevant headings on the following
pages.
1.1.1 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.
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1.1.2 PROGRAMMING QUICKQ WITHOUT A PROTECTION KEY
You can program QuickQ without a protection key. QuickQ version 4 software will operate for approximately one hour without a software key installed.
1.1.3 PROGRAMMING QUICKQ FROM ANOTHER PC THROUGH NETWORKING
QuickQ managers or supervisors who are working on a network connected to the QuickQ server can
program features and run reports from his or her personal computer, called a client. All that is required
is a Comdial networking card installed in both the server and the client.
The network limit is 10 clients, but only one client can communicate with QuickQ at a time.
1.2 Signing In
Use the following steps to gain access to the system.
1.2.1 SIGNING IN TO THE MANAGER’S LEVEL
From the main QuickQ screen, you can sign into the manager level. This will allow you to access all of
the QuickQ windows that you will need to complete the system programming.
1. Click on Level in the menu bar or type Alt L. A pull-down Level menu appears with the sign-in
and sign-out and exit options. Click on Sign-In.
Alternately, if the toolbar is enabled, you can click on the shortcut key labeled with a key. When
enabled, the toolbar appears under the menu bar. After completing any of the above actions, the
Sign In window appears.
Figure 1-1 Sign In Window
2. Enter your User ID and Password on the Sign-In window. These must always be three digits.
The default for both of these is 900. The system hides the password digits as you type them.
Click the small check box adjacent to Access to Configuration. If you do not do this, you will not
be able to use the Configure menu.
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3. Click on OK to close the Sign-In window and open the main Manager window.
Figure 1-2 Main Screen
1.3 Enabling the Toolbar and Status Bar
Click on View in the menu bar or press Alt V. A pull-down menu with the Toolbar and Status Bar
options appears. A small check mark adjacent to each one of these options is displayed whenever that
option is enabled. Place the pointer on the option name and click to toggle the option on or off. When
the option is enabled, it will be displayed on the manager screen.
1.3.1 SIGNING THROUGH TO THE GROUP SUPERVISOR’S LEVEL
After you have signed-in to the manager level, you can sign through to the group supervisor level.
Doing this will let you access all of the QuickQ windows that are available to the group supervisor.
1. Click on Level. A pull-down menu with several options appears.
2. Click on Sign-Through. Another pull-down menu appears with selections for the active groups.
3. Click on the name for the active group that you want to program. The title bar at the top of the
window changes to display Manager - (group name).
1.4 Signing Out
Click on Level to open the Level menu, and then click on Sign-Out. This action backs you up to the
previous level. For example, if you previously signed through to the Group Supervisor level, clicking
on Sign-Out backs you up to the Manager level.
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Programming QuickQ
1.4.1 SIGNING OUT AND EXITING QUICKQ
Click on Level to get the level pull-down menu. Click on Sign-Out & Exit to exit QuickQ and return
to the WindowsΝΤ desktop.
1.5 Manager Programming
From the main manager window, you can program the QuickQ features described on the following
pages.
1.5.1 ENTERING YOUR COMPANY’S DATA
Figure 1-3 QuickQ Company Window
Register your company’s name and address in the QuickQ system’s company window.
• You can enter a maximum of 40 characters for the Name and Street.
• City, State and Country allows a maximum of 20 characters.
• Enter a maximum of 10 characters for Zip and Site #.
• Site # is for classifying multiple sites.
NOTE: The company name that you have entered here will appear on all QuickQ reports.
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1.5.2 ACTIVATING A GROUP
In QuickQ you can set up a total of 16 Groups, with up to four Line Groups in each Group. Each Group
is independently programmed with different agents, modes of operations, and overflow settings. When
a Group is further divided into different Line Groups, each Line Group will be assigned separate
announcements, priority levels, and statistics. To change the Group Status in the Active Group
window, highlight the Group and select Properties.
Figure 1-4 Activate Group Menu
Figure 1-5 Activate Group Properties Window
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In The Activate Group Properties window:
1. Click on the Activated check box to enable the group. A check mark indicates the group is
active.
2. Enter Group Name in up to 7 characters.
3. Changes made in this window reflect in the technician level’s Activate Group dialog box.
4. All combo boxes displaying the Group are also updated.
NOTE: When a group is activated, the system creates agent group automatically since a minimum of
one agent group is required to make a group functional. The system deletes Agent Group 1 automati
cally when someone deactivates Group 1. However, you must first make sure all agents are removed
from the agent group to do this.
1.5.3 DEACTIVATING A GROUP
When deactivating a group,
1. All agents are removed from the agent group.
2. No wallboards are connected to the group.
3. The group is not being assigned for intergroup overflow.
4. All line groups are disabled. This can only be done by a technician.
-
1.5.4 ACTIVATING GROUP SUPERVISOR
1. Click Supervisor tab to access the Activate Group Supervisor window. Here, you can change
supervisor name, ID, and password.
2. Enter Supervisor Name in up to 7 characters.
3. Enter ID and Password in 3 digits, range from 100 - 999.
4. The ID and password that you have set up will reflect in the group supervisor’s Password dialog
box of the programming level.
Figure 1-6 Activate Group Supervisor Window
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1.5.5 SETTING THE INTERGROUP OVERFLOW
An overflow group is a secondary group of agents to whom QuickQ will direct calls, which has
exceeded the overflow threshold time. Overflow programming is defined separately with four levels
for each activated group.
To change the settings of an overflow group:
1. Highlight the group in the Intergroup Overflow window. Only the active groups are shown in the
window.
Figure 1-7 Intergroup Overflow Window
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2. Select Properties to access the Intergroup Overflow Properties window.
Figure 1-8 Properties Menu
3. Click on the down arrow and select the options you wish to apply for each overflow level.
4. Only the active groups are listed for each overflow level.
5. If the technician has set up an Overflow extension, it will be listed as an option for Overflow
Group in Level 4. In this way, you can program the system to send callers to an extension when
all overflow groups are busy. The extension can be a receptionist extension or voice mail exten
sion.
6. When the no overflow option is selected for all levels, QuickQ will not overflow the call to
another group.
7. You cannot change the group name here.
1.5.6 ASSIGNING ACCOUNT CODES
Agents can classify calls by entering a three-digit account code during or after a call. The Account
Code dialog box displays a list of account codes and its descriptions.
1. To assign a new account code, select New.
2. To change the description for an account code, highlight the account code and select Properties.
3. To delete an existing account code, highlight the account code. Click Remove.
-
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NOTE: Account codes, which are set up here, are used system wide.
Figure 1-9 Account Code Setup
QuickQ System Manager’s Guide
1.5.7 ARRANGING THE STAT BINS
Answer Time Bins are for monitoring the number of calls that are answered within a user-defined
period. Statistics collected will reflect the duration callers are put on hold prior to being answered by
an available agent.
Abandon Time Bins are for monitoring the number of calls that are abandoned within a user-defined
period. Statistics collected will reflect the time callers are willing to wait before abandoning.
To program Answer and Abandon Time Bins:
1. Enter the parameters in minutes and seconds such as “00:20” for 20 seconds in the Stat Time Bin
window. Refer to Figure 3-12.
2. Use Tab to move from one time bin to the next.
3. Make sure that each time bin holds a higher time than the previous one. For instance, if you set
20 seconds for Time Bin 01, you may wish to set 40 seconds for Time Bin 02.
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4. There is no need, however, to set each Time Bin in equal intervals. Just set them to suit your
analysis requirements.
Figure 1-10 Statistic Bins
1.5.8 CONTROLLING THE WALLBOARDS
Each of the 16 wallboards is listed with its current settings in the Wallboard window. Refer to Figure 3-
13. To setup a new wallboard or to change wallboard parameters, highlight the wallboard number and
click Properties.
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