Automatic Call Distributor - ohiotele.com QuickQ ACD Rev 3.1... · QuickQ is a fully integrated Automatic Call Distribution System for Comdial digital communications systems. An Automatic

Technical Manual

Automatic Call DistributorSoftware Revision 3.1

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Q ickQu

Radio Frequency Interference

The QuickQ digital voice announcer (DVA) contains incidental radio frequency generating circuitry and, if notinstalled and used properly, may cause interference to radio and television reception. This equipment has beentested and found to comply with the limits for a Class A computing device pursuant to Subpart J of Part 15 ofFCC Rules. These limits are designed to provide reasonable protection against such interference when operatedin a commercial environment. Operation of this equipment in a residential area may cause interference to radioand television reception; in which case the user is encouraged to take whatever measures may be required tocorrect the interference. If this equipment does cause interference to radio or television reception, which can bedetermined by turning the equipment off and on, the user is encouraged to try to correct the interference by oneor more of the following measures: Reorient the television or radio’s receiving antenna, and/or relocate theDigital Communications System, the individual telephone stations, and the radio or TV with respect to eachother. If necessary, the user should consult the manufacturer or an experienced radio/television technician foradditional suggestions. The user may find the following booklet prepared by the Federal CommunicationsCommission helpful: “How to Identify and Resolve Radio-TV Interference Problems.” This booklet is availablefrom the Government Printing Office, Washington D.C. 20402. Stock No. 004-000-00345-4.

This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interferencewhen the equipment is operated in a commercial environment. This equipment generates, uses, and can radiateradio frequency energy and, if not installed and used in accordance with the instruction manual, may causeharmful interference to radio communications. Operation of this equipment in a residential area is likely to causeharmful interference in which case the user will be required to correct the interference at his own expense.

This digital apparatus does not exceed the (Class A) limits for radio noise emissions from digital apparatus setout in the Radio Interference Regulations of the Canadian Department of Communications.

Le pre’sent appareil nume’rique n’emet pes de bruits radioe’lectriques de’passant les limites applicables auxappareils nume’riques (de la class A) prescrites dans le Re’glement sur le brouillage radioe’lectrique e’dicte’ parle ministe’re des Communications du Canada.

CAUTION

Changes or modifications to this unit not expressly approved by the party responsible forcompliance could void the user’s authority to operate the equipment.

ii

Table Of Contents

Section 1 Introducing The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Understanding The Manual Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Understanding The Terms Used In This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Listing The Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Defining TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

Describing TheQuickQFunctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Detailing TheQuickQBasic Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Using The System Sizing Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Using The Wallboard Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

Understanding The System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

The Telephone Switching System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

The Digital Voice Announcers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

The Central Call Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

The ACD Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

The Optional Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

QuickQ3.1.0 Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

Wallboards Expanded And Improved . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

Callers Can Escape When Waiting In A Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

ProgrammingQuickQWithout A Protection Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

ProgrammingQuickQFrom Another PC Through Networking . . . . . . . . . . . . . . . . . . . . . . 1-6

Converting Version 2 to Version 3 Database And Historical Data . . . . . . . . . . . . . . . . . . . . 1-7

Direct DID/DNIS Processing By . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7

QuickQ3.0.0 Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Selecting Reports To Be Printed Automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Scheduling The Night Mode Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Transferring External Calls To A Subgroup—Group-To-Group Transfer . . . . . . . . . . . . . . . . 1-8

Calls in Queue Button Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Group Supervisor’s Real Time Screen Enhanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Call Routing And Reporting Functions Available From Calling Line ID . . . . . . . . . . . . . . . . . 1-8

Exporting Reports In ASCII Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Setting The All Agent Busy Alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Forcing Account Code Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Using The Scout Cordless Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

Wallboards Are Optionally Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

Expanding The System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

Calls Returned From An Overflow Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

Programming The Abandon Call Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9

IMI66-130 Table Of Contents

Software Revision 3.1 Contents – iii

Section 2 Installing The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Reviewing The Installation Check List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

QuickQPackage Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Installation Cable Kit Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

DVA Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Voice Card Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Optional Wallboard Equipment Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Additional Materials Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Tools And Hardware Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Mounting Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Mounting The Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Mounting The DVA16 Cabinet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Mounting The optional Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

System 3 Wiring The QuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

Connecting The Personal Computer To The Digital Communications System . . . . . . . . . . . . . . . . 3-4

Connecting The Digital Communications System To The DVA . . . . . . . . . . . . . . . . . . . . . . . 3-6

Connecting Wallboards To The Personal Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8

Connecting TheQuickQPROTECKEY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

Connecting AC Power To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

Reviewing The System Interconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11

Section 4 Programming The Digital Communications System . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Programming The System Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1

Programming The Line Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

Programming The Serial Data Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

Programming Class Of Service For Master Channel And DVA Ports . . . . . . . . . . . . . . . . . . . . . 4-3

Programming The Master Channel 1 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-4

Programming The Master Channel 2 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-5

Programming The DVA Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6

Programming The Supervisor And Agent Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7

Button Mapping The Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

Button Mapping The DVA Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

Button Mapping The Agent And Supervisor Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

Button Mapping The Master Channel Port Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9

Button Mapping The Function Buttons On The Scout Telephone . . . . . . . . . . . . . . . . . . . . . 5-9

Section 5 Setting Up The Personal Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

UsingQuickQWith A Keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Performing Initial Programming ForQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Signing Into The Technician Access Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Programming The OAI Number And Master Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

Adding Lines ToQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5

Deleting Lines FromQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7

Moving TheQuickQLines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

External Transferring To Line Subgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

Table Of Contents IMI66-130

Contents – iv Software Revision 3.1

Programming TheQuickQDID/DNIS Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

Programming TheQuickQVoice Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11

Setting Up The DVA01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12

DVA01 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12

Programming TheQuickQPrinter Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13

Programming The External Overflow Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14

Upgrading The System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15

Detailing TheQuickQBatch Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16

Section 6 Reviewing The QuickQ DVA Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Reviewing The DVA Chassis Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

DVA Motherboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

IDE Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Floppy Back Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Reviewing The Voice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Reviewing The I/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Section 7 Testing And Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

Testing The DVA Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

Testing Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2

Testing TheQuickQSoftware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2

During Initial QuickQProgramming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2

DuringQuickQOperation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2

Examining The EnableQuickQStatus Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3

Examining The Agent Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4

Examining The Line Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5

Examining The Voice Port Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5

Using Caller Input Queue Escape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6

Using The Queue Escape Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6

Programming The Escape Digit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6

Troubleshooting The Queue Escape Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6

Section 8 Installing The New Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1

Appendix 1 Using QuickQ With A Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1

Window Graphic InQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-2

Appendix 2 Reviewing The Programming Road Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2-1

Appendix 3 Using The Report/Data File Conversion Utility . . . . . . . . . . . . . . . . . . . . . . . . . A3-1

Converting ExistingQuickQ2.0.0 Report Files ToQuickQ3.1.0 Report Files . . . . . . . . . . . . . . . A3-1

Converting ExistingQuickQ2.0.0 Data Files ToQuickQ3.1.0 Data Files . . . . . . . . . . . . . . . . . A3-2

Publication Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . DX-1

IMI66-130 Table Of Contents

Software Revision 3.1 Contents – v

List Of Illustrations

Figure 1-1. Overviewing TheQuickQ System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

Figure 3-1. Detailing The Kit-Supplied Modular To 9-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . 3-2

Figure 3-2. Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . 3.3

Figure 3-3. Detailing The Kit-Supplied Modular To 25-Pin EIA Adapter . . . . . . . . . . . . . . . . . . 3-4

Figure 3-4. Connecting The Personal Computer To The DXP . . . . . . . . . . . . . . . . . . . . . . . . 3-5

Figure 3-5. Connecting The DXP To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7

Figure 3-6 Connecting Wallboards In Terminated And Unterminated Configurations . . . . . . . . . . . 3-9

Figure 3-7. Connecting TheQuickQPROTECKEY . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

Figure 3-8 Reviewing The System Interconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11

Figure 5-1. Viewing The Error Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Figure 5-2. Viewing The System Access Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Figure 5-3. Viewing The Supervisor/manager Sign-in Window . . . . . . . . . . . . . . . . . . . . . . . 5-3

Figure 5-4. Viewing The Technician Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3

Figure 5-5. Viewing The System-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

Figure 5-6. Viewing TheQuickQLine-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5

Figure 5-7. Viewing The ACD Line-Setup Add Window . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6

Figure 5-8. Viewing The Edit QuickQ Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . 5-7

Figure 5-9. Viewing The DID/DNIS Tables Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . 5-9

Figure 5-10. Viewing The DID/DNIS Translation Table . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10

Figure 5-11. Viewing The Voice Port Configuration Window . . . . . . . . . . . . . . . . . . . . . . . 5-11

Figure 5-12. Viewing The Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13

Figure 5-13. Viewing The Overflow Extension Window . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14

Figure 5-14 Viewing The System Upgrade Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15

Figure 6-1. Reviewing TheQuickQDigital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Figure 6-2. Reviewing TheQuickQVoice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

Figure 6-3. Reviewing TheQuickQI/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Figure A1-1. Using The Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1

Figure A1-2. Viewing A TypicalQuickQWindow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-2

Table Of Contents IMI66-130

Contents – vi Software Revision 3.1

Section 1Introducing The QuickQ System

Understanding The Manual Organization

Section 1: Introducing TheQuickQSystem—Provides general informationonQuickQand system requirements.

Section 2: Installing TheQuickQSystem—Provides site planningconsiderations and instructions on themounting of the Digital VoiceAnnouncer (DVA) and the optionalwallboard.

Section 3: Wiring TheQuickQSystem—Provideswiring information for the voicechannels on the DVA, PC to DVA, PCto Wallboards, and DigitalCommunications System to PC.

Section 4: Programming The DigitalCommunications System—Provides theComdial programming requirements.

Section 5: Setting Up The PersonalComputer—Provides the information onthe installation of theQuickQsoftwareinto the PC and the initial programmingof theQuickQ.

Section 6: Reviewing TheQuickQComponents—Provides the description of theQuickQDVA components.

Section 7: Testing and Troubleshooting—Providesthe test procedure to setupQuickQandprovides information on troubleshootingproblems onQuickQ.

Section 8: Installing The New Voice ChannelCards—Provides information on how toinstall additional cards.

Appendix 1: UsingQuickQWith AMouse—Describes mouse usage withtheQuickQsystem.

Appendix 2: Reviewing TheQuickQProgrammingRoad Map.

Appendix 3: Using The Report/Data File ConversionUtility

Understanding Terms Used In This Manual

Unless otherwise noted, the name DigitalCommunications System, or DXP, used throughoutthis manual encompasses all three Comdial digital

communications systems—DXP, DXPPlus, or FXSeries.

Listing The Related Publications

Additional publications that are applicable to theQuickQautomatic call distributor and digital communicationsystems include the following publications.

• GCA70-336 QuickQAutomatic Call DistributorManager’s Guide

• GCA70-278 QuickQAgent’s User Guide

• GCA70-302 QuickQSupervisor’s User Guide

• DXLIT-016 DXP Digital Communications SystemSystem Reference Manual

• DXLIT–028 DXPPlusDigital CommunicationsSystem Reference Manual

Introducing The QuickQ System IMI66–130, Section One

Software Revision 3.1 Introducing The QuickQ System 1 – 1

Defining The QuickQ System

QuickQis a fully integrated Automatic CallDistribution System for Comdial digitalcommunications systems.

An Automatic Call Distributor (ACD) is the singlemost important cost-saving communications toolavailable to the manager of an incoming call center.

QuickQis designed to handle a large volume ofincoming calls as efficiently and economically aspossible.QuickQprocesses incoming calls bydistributing the call to available agents on an equitablebasis or by playing announcements to the calling partyuntil an agent is available. Having installedQuickQina call center, the speed, efficiency, and managementcontrol usually results in a 20 to 40 percent increase inthe productivity of the agent force, and a 10– to 20–second decrease in the average speed of call answering.

The five primary functions ofQuickQ are as follows:

1. It provides a waiting queue to ensure that callersare answered in the order that they are received andwith the appropriate priority. Because of this, thesystem handles calls in a more timely and efficientmanner.

2. The system can provide a number of pre-recordedannouncements to play to the calling customers, ifno agent is available, to entice the caller to wait inqueue.

3. The system provides for callers to escape a queuewhen they have been placed in one by pressing aqueue escape digit. Instructions for doing this areplayed to the caller from a pre-recorded DVAmessage. After pressing the queue escape digit, thecaller is connected to the escape extension forimmediate connection to a live operator.

4. The system distributes the workload evenly amongthe agents to allow an equitable assignment ofduties, which in turn facilitates greater productivity.

5. QuickQprovides comprehensive statisticalmanagement reports to allow efficient control ofagent assignments and lines. Also, it provides rapidfeedback of call statistics to agents and supervisorsvia electronic visual displays called wallboards,when that option is used.

Note: The wallboard is called many different namesin related literature. For example, readerboard,display, and sign are names often used whenreferring to this type of device. To beconsistent and avoid confusion, we will refer tothis visual display device as the “wallboard”throughout the remainder of this document.

The advent of microprocessor technology has allowedthe cost of ACD systems to be more affordable forsmall to medium call centers. Hence, ACD systemsare becoming increasingly popular with call centersusing fewer than 40 agents.

IMI66–130, Section One Introducing The QuickQ System

1 – 2 Introducing The QuickQ System Software Revision 3.1

Describing The QuickQ Functions

QuickQis a PC-based system for redirecting incomingcalls to a human operator or to a digital voiceannouncement until a human operator is available.QuickQinterfaces to the Comdial digitalcommunications system through the OpenArchitecture Interface (OAI) to acquire informationand control the ACD functions. The messagechannels of theQuickQDigital Voice Announcer(DVA16) interface to the Digital CommunicationsSystem through the station port(s). This allows

pre-recorded messages to be played out to callingparties. TheQuickQPC communicates with the DVAthrough an RS-232 serial communication link. Thiscommunication link allows the PC to control themessages being played on the voice channels.

As an alternative to the DVA16, you can use theComdial Digital Voice Announcer (DVA01). TheDVA01 is controlled by the Digital CommunicationsSystem.

Detailing The QuickQ Basic Options

QuickQis available in three packages. The stationcapacity of these packages differ but the featurecontent of each package is the same. All packagesinclude real-time status displays of information thatthe system continuously updates every three seconds.This display allows supervisors to quickly identifyconditions such as the call-waiting time. Thepackages also include a comprehensive managementreporting scheme that presents information in bothnumerical and graphical format.

The threeQuickQpackages available are detailed asfollows:

QuickQ Packages

A B CLines 120 120 120Announcements 16 16 16Real Time Yes Yes YesGroups 16 16 16Agent Sub Group 4 4 4C.O. Sub Group 4 4 4Number of Active Agents 12 48* 72*Maximum Agents (IDs) 48 250 500Wallboards (optional) 16 16 16

* Can be increased by 24 agents, 12 agents at a time,by using the optional sizing software.

Using System Sizing OptionsSoftware is available for growing system size on the“B” and “C” packages. These packages provide theability to grow by two increments of 12 agents each.That is, by adding the optional sizing software, youcan grow the “B” and “C” packages to a maximumcapacity of 72 and 96 agents respectively.

Using The Wallboard OptionOptional wallboards, using colored LEDs, are used todisplay vital call statistics. They provide rapidfeedback to agents and supervisors on system callstatus. The system manager can compose messagesthat are stored and displayed later on the wallboards.The system manager can insert parameters in themessages that allow theQuickQsystem toautomatically update certain call statistics on a realtime basis. In the example below, the Little Giantsteam is informed by the scrolling message on theirwallboard that they made316outgoing calls on thatcurrent day.

SCROLLING



Understanding The System Components

The Telephone Switching SystemQuickQis an add-on application, designed specificallyfor Comdial Digital Communications Systems. TheComdial equipment performs the telephone callswitching functions. The DXP/DXPPlussystems withsoftware revision 10A or later and FX Series systemswith software revision 12A or later will fully supportthe version 3.1QuickQdescribed in this manual.

The Digital Voice AnnouncersTheQuickQDigital Voice Announcer (DVA16) is astand alone voice processing system designed todirectly interface with the system’s station ports. It is afully integrated system in that the recording andplayback of up to 16 voice announcements is under thecontrol of the Central Call Processing unit. In a busycall center, when all agents are busy, the DVAintercepts incoming calls and plays out pre-recordedvoice announcements.

You can also use the Comdial Digital VoiceAnnouncer (DVA01). Like the DVA16, the DVA01is also a stand alone voice processing system and youinterface it directly with a station port. The maindifference between the two systems is that the DVA01is not an integrated device like the DVA16. Youprogram the DVA01 by using class of serviceprogramming from a station on the digitalcommunications system.

Another difference is that you can only record fourannouncements on the DVA01. Therefore, even whenyou are using the maximum of two DVA01s on aQuickQsystem, the maximum number ofannouncements you can record is four.

The Central Call ProcessorThe Central Call Processor is the brain of theQuickQ.It is a DOS-based, personal computer system thatcontrols and monitors call traffic throughout theQuickQsystem with special-purpose softwareprograms. Refer to Section 2 for a detailed descriptionof the Central Call Processor hardware requirements.

The ACD TelephonesQuickQis a fully integrated ACD system for Comdialdigital telephones. For best results, use LCDspeakerphones for the ACD functions and operations.Their two line display shows the call-processinginformation and operator function prompts and theirthree interactive buttons allow selections ofQuickQoptions and features.

Optionally,QuickQsupervisors can use the ComdialScout wireless telephone to allow them maximummobility. A maximum of nine Scout telephones can beconfigured for supervisor functions. LCD messagesare abbreviated to fit the smaller 10–characterdisplays. The function buttons F1 through F4 can beprogrammed so that F1 corresponds to theQuickQOAI button and F2 through F4 correspond to theInteractive buttons on the LCD speakerphones whenQuickQis enabled.

The Optional WallboardThe optional wallboard is an electronic messagedisplay using LEDs. It provides visual call statistics toagents and supervisors on a real time basis. Amaximum of 16 wallboards can be used in oneQuickQsystem. The color wallboard has two rows of20 tri-colored LED characters. Available withQuickQversion 3.1, the mono wallboard has one rowof red LED characters.



Figure 1-1. Overviewing The QuickQ System

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QuickQ 3.1.0 Enhancements

The version ofQuickQcovered in this manual usessoftware release 3.1. Several improvements overversion 3.0 that were incorporated in this software areoutlined below.

Wallboards Expanded And ImprovedThe mono-color wallboard is now available to workwith QuickQversion 3.1.

The queue time readout is improved to display inminutes and seconds instead of only seconds. Due tospace limitations, the queue time parameter is nowTinstead ofQT. (example:T03:03 versus QT_183 toshow that a call has been in the queue for 3 minutesand 3 seconds). This change applies to both wallboardtypes—color and mono.

Parameters that have reached an alarm status(exceeded a preset threshold) now display in red onthe color wallboard, but they no longer flash as theydid in QuickQversion 3.0. Because only one color(red) is available on the mono wallboard, no colorchange is possible so parameters showing an alarmcondition will flash on these wallboards.

Callers Can Escape When WaitingIn A Queue

Now when callers are placed in a queue to wait for thefirst available agent, they can be instructed to enter anumber if they want to escape the queue and go to oneof the four overflow extensions designated inQuickQ.The number that the caller is instructed to use isselected by the program manager or technician.

(Example:The caller might hear the followingmessage when calling—“please stay on the line forthe first available agent, or press 1 to talk to anattendant.”) Callers will only be allowed to escapethe queue during the playing of the second, night, andspecial message. In other words, no caller escapefrom the queue is allowed during the playing of thefirst message.

Additional DTMF receiver may be required to insurethat the escape feature will work properly. Callerscomplaining that they remained in a queue afterpressing the escape digit would suggest that additionalDTMF tone detection is needed.

Programming QuickQ WithoutA Protection Key

You can now programQuickQwithout a protectionkey by entering/Q3 on the command line. This willallow QuickQversion 3 software to operate forapproximately one hour without a software keyinstalled.

Programming QuickQ From Another PCThrough Networking

Any user on a network connected to aQuickQcomputer can now doQuickQprogramming and runreports from his or her personal computer. All that isrequired is a Comdial networking card andReachoutCommunicationssoftware installed in the user’spersonal computer.

Only one user can communicate withQuickQat a time.

Reachout is a registered trademark of Stac, Inc., San Diego, CA



Converting Version 2 To Version 3Database And Historical Data

You can now convert any database and historicalreports that were created usingQuickQversion 2.0software to revision 3.1 software by running aQuickQconversion utility program. See Appendix 3 in thismanual for additional details.

Direct DID/DNIS Processing By QuickQIn previous versions ofQuickQ, DID/DNIS calls areanswered by the Digital Communications System(DCS) before being transferred to theQuickQACD.This causes extra expense for long distance callers orwhen the customer is using 1-800 lines. Their longdistance charges start even beforeQuickQanswers thecall.

In version 3.1 ofQuickQ, calls are sent to an unusedstation hunt group according to the DCS’s DID/DNIStable. Callers will hear a ringback tone from thecentral office (toll charge is not yet begun). At thistime, calls are being sequenced in the ACD queues.The ACD will pickup the call whenever an agent or aDVA port becomes available.

The DID/DNIS programming is done by thetechnician. A new parameter, DID/DNIS Table isadded to the Technician Window. This parameterappears in the pull down menu under System Set-up.

Select this new parameter, DID/DNIS Table, andanother pull down menu appears showing Table 1through Table 4. Selecting one of these tablesdisplays an individual DID/DNIS Translation Table.Each table allows you to enter 100 sets of CO digitsand each set of CO digits contains a minimum of 0and a maximum of 7 characters. When adding a newset of CO digits or when editing existing CO digits,the Group and Sub-group column will each present apull down menu displaying Groups 1-16 and Groups1-4 respectively.

On each table, you can map each set of CO digits to agroup and sub-group. As a result, callers dialing theseCO digits will route to the designated group andsub-group byQuickQ.

DID/DNIS calls will route to a designated extensionduring night time if an extension is setup in the DCS’sDID/DNIS Translation Table for night transferoperations, Night routing will start as soon as theDCS turns into night mode.

In MIS reporting, DID/DNIS calls will be treated thesame asQuickQExternal Transfer calls.

The Digital Communications System must be usingcommon code software, Revision 10A or higher forthis feature to work.



QuickQ 3.0.0 Enhancements

Several improvements over earlier versions wereincorporated in this software that are outlined below.

Selecting Reports To Be PrintedAutomatically

This version ofQuickQ, allows you to program thesystem so that certain reports, that you select, willautomatically print at the times you specify. Thesereports can be real time or historical. For example,you may want a traffic analysis report to print justbefore a shift change. As an example, you couldprogramQuickQto print this report at 15:45 everyweekday, or any other time you would like.

Scheduling The Night Mode OperationsWith this version ofQuickQ, it is now possible foreach group to choose different night modes ofoperation for different nights of the week instead ofhaving just one night mode for every night.

Transferring External Calls To ASubgroup—Group-To-Group Transfer

Earlier versions ofQuickQwould not allow thetransfer of an external call from one subgroup toanother. With this version, you can now transfer thesecalls to a similar subgroup residing in the target group.(Subgroup use defined by line programming.)

Calls In Queue Button AvailableYou can program a spare D.S.S. Button (Calls InQueue) on your LCD phone to provide the number ofcalls waiting in the queue. When the agent pressesthis button, the number of calls waiting in the agent’sgroup is displayed for three seconds on the top line ofthe phone’s LCD. After three seconds, the displayreturns to its previous state. This feature is notavailable on the Scout phone.

Group Supervisor’s Real Time ScreenEnhanced

The group supervisor’s screen is now enhanced toprovide more information. With this version ofQuickQ, this screen shows incoming, outgoing, andbusy times for each agent.

Call Routing And Reporting FunctionsAvailable From Calling Line I.D.

This version ofQuickQcan take advantage of callingline identification codes. The system can routeincoming calls from preferred customers to certainagents for special handling. Additionally, by using thecalling line I.D. features, the system will generate apreferred customer call report and/or an abandonedcall report on the preferred customer.

Exporting Reports In ASCII FormatThe system provides an option that will allow you toexport reports in ASCII format. This is a commonformat used by many computer applications. Byselecting the ASCII format, you can export yoursystem statistical and performance data directly intomany popular spread sheet programs. Once the data isentered into one of these programs, you can thencustomize your reports any way you choose.

Setting The All Agent Busy AlarmAn option is available on this version ofQuickQtoallow a group supervisor to set theall agent busyalarm.

Forcing Account Code EntryThe group supervisor can optionally select a featurethat will force agents to enter an account code at thecompletion of every call. While the time to do this iscollected as wrap-up time, the agent cannot enter thewrap-up state until he or she enters an account codewhen this feature is set.



Using The Scout Cordless PhoneThis version ofQuickQallows the use of up to nineScout cordless phones by group supervisors or agents.This limitation of nine is based on simulatneousconversations and not equipment configuration. Byusing cordless phones, call center personnel have a lotmore freedom to move about in their areas. The Scoutphones should be programmed by the installer so thatthe F1 button can be used to access theQuickQsystemwhile buttons F2, F3, and F4 correspond to the threeinteractive buttons on the proprietary 12-button and24-button phones. See the Chapter 4 for buttonmapping details.

Wallboards Are Optionally AvailableWallboards, now available as aQuickQoption, useLEDs for displayingQuickQmessages.

There are two different wallboard models—mono*and color. The mono wallboard has one message fieldconsisting of 20 characters and uses red LEDs. Thecolor wallboard contains two message fields of 20characters each and uses tri-colored (red, green, andyellow) LEDs.

Up to 16 wallboards can be networked together in anycombination of mono and color types, and they can alldisplay a different message or the same message.

The wallboards can display static messages created bythe group supervisor; for example, HAVE A GOODDAY!; or, they can display system status messages ona real time basis; for example, INCOMING CALLSRECEIVED THIS HOUR IS nn. In the last example,nn represents a parameter that is updatedautomatically by the system. The group supervisorcan set threshold points that will trigger alarms whenparameters reach or exceed the preset thresholds.

Up to 32 messages can be stored in a message library.Each message can have a message length of 70characters. When messages contain more than 20characters, they will scroll on the wallboard.Summary messages display each pair of four pairs ofparameters for six seconds, and the word SUMMARYwill appear centered on the top line of the colorwallboard in green letters. On the mono wallboard,summary will appear as SUM followed by a pair ofparameters—all in red letters.

Messages are initiated in any one of three ways:manually from the processor’s keyboard, by presettime, or on an event basis such as when a presetthreshold is reached.

The wallboards interface with a RS-485 serial datanetwork. The RS-232 serial data output from theQuickQprocessor is translated by a converter box toRS-485. Wireless transmitters and receivers are alsoavailable as an option.

Expanding The SystemThisQuickQversion is initially available in threedifferent packages (A, B, and C) that differ by theiramount of agent capacity. Two of these packages (Band C) can be expanded in increments of 12 agents upto a total of 24 additional agents. The method used forexpanding the system is by the technician entering aunique and volatile password in the technician’supgradescreen. The password is provided verbally byComdial upon proof of payment for the desiredupgrade.

Calls Returned From An OverflowExtension

Calls that the system sends to an overflow extension,after a specified period of time, now return to theiroriginal queue if they are not answered by theoverflow extension after a system time-out occurs.Once the overflowed call returns to the queue, theregular overflow threshold counter starts countingagain and the process is repeated until the call isanswered. Answered overflow calls lose their place inthe queue.

Programming The Abandon Call TimerEarlier versions ofQuickQcounted any call that lastedless than nine seconds as an abandoned call. Thisversion has a feature that allows the technician toprogram the abandon call timer for any value from 0to 99 seconds. This is done by programming anexternal switch in the ACD command line in the DOSbatch file.

* Mono wallboard support is available inQuickQversion 3.1



This page remains blank intentionally.

Section 2Installing The QuickQ System

This section provides the basic hardware installation requirements for theQuickQsystem.When installing aComdial DVA01 in place of aQuickQDVA16, refer to the installation instructions (IMI89-082) packaged withthe equipment.

Reviewing The Installation Check List

Review this list ofQuickQsystem components, suggested additional supplies, and required tools and hardware.

QuickQ Packages

There are threeQuickQpackages available forupgrading an existing system to a version 3 system:

Product Code Application

ACDXPKA3 12 AgentsACDXPKB3 48 AgentsACDXPKC3 72 Agents

There are sixQuickQpackages available for newlyinstalled Digital Communications Systems . Inaddition to the items listed below in theQuickQPackage Contents, these packages contain the systemsoftware and card:

Product Code Application

ACDXPKA3-swd 12 Agents (DXP)ACDXPKB3-swd 48 Agents (DXP)ACDXPKC3-swd 72 Agents (DXP)

ACDXPKA3-swp 12 Agents (DXPPlus)ACDXPKB3-swp 48 Agents (DXPPlus)ACDXPKC3-swp 72 Agents (DXPPlus)

Any DXP/DXP Plussystem using software 10A orlater and any FX Series system using software 12A orlater is fully compatible with version 3.1QuickQdescribed in this manual.

QuickQ Package Contents

All base lineQuickQpackages contain the followingitems:

• Central Call Processor equipped as follows:—Personal computer with 486 DX2/80 or Pentium

processor, MS–DOS operating system, and 4megabytes of RAM,

—VGA color monitor,—540 or 850–megabyte hard drive and floppy disk

drives with appropriate controller boards,—bus mouse,—101-key extended keyboard,

• QuickQsoftware disks,

• QuickQliterature package—GCA70-278 Agent’s User Guide—GCA70-302 Supervisor’s User Guide—GCA70-336 System Manager’s Guide—IMI66-130 Technical Manual—GCA40-110 Warranty/Registration Card

Installation Cable Kit Contents

The installation cable kit (product PK030-000)includes three packaged assemblies. Each packagecontains a standard three-pair line cord, and asix-position modular jack. In addition, one packagecontains a 9DBS to modular adapter while anotherpackage contains a 25DBS to modular adapter. See thetable on page 3-1 for complete descriptions of thesepackages.

Pentium is a registered trademark of Intel Corporation, and MS–DOS is a

registered trademark of Microsoft Corporation.

Installing The QuickQ System IMI66–130, Section Two

Software Revision 3.1 Installing The QuickQ System 2 – 1

DVA Package Contents

The DVA package (purchase part numberACDXP-DVA16) is separately available and includestheQuickQDigital Voice Announcer (DVA). TheDVA accessory kit (ACDXP-KIT) includes a 66-typeconnector block that is factory-connected to a 25-paircable, a software disk, and a power cord). The cable isterminated with a 50-pin D connector that mates witha connector on the DVA.

Either one or two Comdial DVAs (DVA01) can beused on theQuickQsystem as an alternative to theDVA16. These DVA01 units connect directly tostation ports on Digital Communications System.

Voice Card Package Contents

The four-port DVA voice cards (ACDXP-VCC-4) thatyou install in the DVA16 are also separately available.You can install up to four of these cards in a DVA16unit.

Optional Wallboard Equipment Required

When installing the optional wallboard for electronicmessage displays, you must have a RS232 serial portavailable on the central call processor (PC). This serialport is needed for connecting the PC to the RS232 toRS485 converter box. You can obtain an additionalserial card (product code ACDOPT-COM) for thispurpose and install it in any available card slot in thePC. Configure the added serial port as COM4 andIRQ10.

Software Packages

The following software packages are available forsoftware replacement or upgrade:

ACDXP-SWA3 12–Agent operationACDXP-SWB3 48–Agent operationACDXP-SWC3 72–Agent operation

Wallboard OperationACDXP-WALLSW For optional wallboard

operation.

Sizing OptionsACDXP-SIZE1 First 12-port sizing diskACDXP-SIZE2 Second 12-port sizing disk

NOTE: A MAXIMUM OF TWO SIZING OPTIONS CANBE INSTALLED IN THE B OR C ACDPACKAGES. YOU CANNOT EXPAND ASIZING OPTION PACKAGE.

Online File Maintenance Kit

There is an online file maintenance kit available. Itincludes the ACDReachoutsoftware plus a modem.

COMDIAL strongly recommends the use of thisoption on all applications. The part number is:

ACDXPRM-PKM2

Additional Materials Required

You will need to supply the following items:25-pair cable and 6-wire cable for house wiring,66-type station connector block, four or eight footsection of 3/4-inch thick plywood backboard, four #8x 3/4-inch wood screws, AC power surge protector(recommended).

Also, if you are using the wallboard option, you willneed a 25- to 9-pin adapter if you plan to use a 25-pinconnector on the ACD for connection to the RS232 toRS485 converter box.

Tools And Hardware Required

• Fasteners—wood screws, toggle bolts, or wallanchors

• Screwdriver—to match fasteners

• Electric drill—if prepared holes are required

• Connecting tool—for fastening wires to a 66-typeconnector block

• Crimping tool—for 623-type modular plugs

For Optional Wallboard Mounting—

• Allen Wrench (9/16 in.)

• Pivot brackets (2)

• Hanging brackets (2)

• Star washers (4)

• Screws (1/4–20 x 0.50 in.)(2)

• 9–32 x 0.25 in. Allen screws (4)

IMI66–130, Section Two Installing The QuickQ System

2 – 2 Installing The QuickQ System Software Revision 3.1

Mounting Considerations

Attach the DVA16 cabinet vertically to any sturdy,flat surface or vertically rack-mount if desired.Vertical mounting promotes proper convection airflow for cooling purposes.

Because of the current listing requirements of UL1459, the length of the AC line cord on the equipmentcabinet is a maximum length of five feet; therefore,the cabinet must be located within four feet of a properelectrical outlet. The equipment requires a dedicated115 VAC 15–AMP circuit, with a third-wire ground,supplied to a standard electrical outlet (NEMA5-15R).

Be sure that the mounting location is secure, dry,provides adequate ventilation, and is not exposed todirect sunlight or a strong magnetic field. Be sure thatthe temperature range of the location is within 32-122degrees F (0-35 degrees C), and the relative humidityis less than 90 percent non-condensing.

If the mounting surface is damp or if it is of a concreteor masonry material, you must attach a backboard tothe mounting surface to be used for equipmentmounting. Suitable mounting backboards areavailable commercially or you can construct one using3/4-inch plywood cut to size.

When installing an optional wallboard, select alocation where the wallboard will not be in the directsunlight and will be clearly visible by the maximumnumber of agents for whom the wallboard’s messagesare intended. Make sure the ceiling or wall surface towhich you will be mounting the wallboard is solidenough to support an object four times the wallboard’sweight. Locate the wallboard close to a standard 115VAC wall outlet. Finally, make sure you select an areafor the wallboard that is well ventilated and where theambient temperature does not exceed 120°F/49°C.

Do not exceed the maximum RS232 cable distancesspecified in the section below.

Mounting The Equipment

Typically, you should mount theQuickQDVA cabinetnear the system installation; however, you can locatethe DVA cabinet at a maximum distance of 1000 feetfrom the system if you use #24 twisted-pair wiring.Because of RS232 wiring considerations, you mustlocate the Central Call Processor (personal computer)within 500 feet of the system and DVA cabinets. Ifyou exceed this distance, you must install limiteddistance modems, available at most electrical supplyhouses, at either end of your cable run.

When runningQuickQat 19200 baud, locate the PCwithin 50 feet of the system because of RS232transmission limitations at that baud rate.

Mounting The DVA16 Cabinet

1. Unpack and carefully inspect all equipment forshipping damage. Notify the shipper immediatelyof any damage found. Verify that the packagescontain all parts and accessories needed for properinstallation and operation.

2. If a backboard is required at the mounting location,attach it securely to provide a stable mountingsurface for the equipment.

3. Hold the DVA cabinet against the mountingsurface, level it, and mark the location of the twoupper mounting holes.

4. Drill holes in the mounting surface of a proper sizeto accommodate the hardware being used.If necessary, prepare these holes with inserts,anchors or other attachment devices as dictated bythe type of mounting surface.

5. Insert the two top screws into the mounting surfaceand tighten them to within approximately 3/16-inchof the surface.

6. Hang the cabinet on the top screws using themounting holes located on the rear of the cabinet.Note that these holes are elongated with anenlargement at one end. This feature allows thecabinet to snap down on the screws to secure themounting when the cabinet is hung on them.

7. Install the remaining two mounting screws throughthe lower mounting holes in the DVA cabinet andinto the mounting surface.

8. Tighten all four screws into place.

9. Mount theQuickQ-supplied and wired 66-typeconnector block near the DVA cabinet (typicallywithin 5 feet or less).

Installing The QuickQ System IMI66–130, Section Two

Software Revision 3.1 Installing The QuickQ System 2 – 3

Mounting The Optional Wallboards

The installation procedure stated here is intended as aguide to supplement the installation instructionsincluded with the wallboards.

1. Unpack and carefully inspect all equipment forshipping damage. Notify the shipper immediatelyof any damage you find. Verify that the packagescontain all parts and accessories needed for properinstallation and operation.

2. After deciding on the location for the wallboard,you will have to decide on whether to use awall-mount, ceiling mounting, or ceilingsuspension.

3. When suspending the wallboard from the ceiling,you will need to supply the mounting hardware.When selecting this hardware (swivel hooks, wallanchors, S hooks, chains), make sure it is adequateto support an object weighing at least four times theweight of the wallboard.

4. To mount the wallboard directly to a wall orceiling, mark the locations for the fasteners andattach the large ends of the two supplied pivotbrackets using suitable fasteners (no. 8 or no. 10screws for solid wood surfaces or wall anchors fordrywall).

CAUTION

Do not plug the wallboard into the walloutlet until it is completely mounted.

5. For wall mounting, when you have the two pivotbrackets securely attached to the wall, position the

two hanging brackets by loosening the two # 8Allen screws in each bracket and sliding thebrackets in the channel on the rear of the case.When you properly position the hanging brackets,tighten them in place by tightening the # 8 Allenscrews.

For ceiling mounting, use the same procedure onlyyou must first remove the two end caps from thewallboard by removing two screws from each endcap. Take care not to touch any of the exposedelectronics while the end caps are removed. Withthe end caps removed, you can then slide out thehanging brackets from the rear channel and insertthem into the top channel. Replace the end caps.The hanging brackets will now slide back and forthin the top channel of the case. When you have themcorrectly positioned, tighten the two # 8 Allenscrews in each bracket.

6. Align the hanging brackets on the wallboard withthe pivot brackets attached to the wall (or ceiling)and attach the hanging brackets to the attachedpivot brackets with two 1/4-20-inch screws (one ineach end) and two star washers on each end—onestar washer on either side of the pivot bracket.

7. When using a suspended ceiling mount, do not usethe pivot brackets. Instead, securely attach twoappropriate fasteners such as swivel hooks to theceiling in the proper location to match the hangingbrackets on top of the wallboard. Attach thewallboard to the ceiling fasteners with two sturdychains and S hooks.

IMI66–130, Section Two Installing The QuickQ System

2 – 4 Installing The QuickQ System Software Revision 3.1

Section 3Wiring The QuickQ System

TheQuickQDigital Voice Announcer (DVA) includes one to four voice channel cards with each card providingfour voice ports. Before wiring, insure that there are sufficient digital station ports available at a station connectorblock to interface with the available DVA voice ports (maximum of 16 required). When using the master channelsetup, you need two additional station ports.

CAUTIONYou must connect all four voice ports from each voice channel card to station ports fromthe same station board or the QuickQ system will not function properly.

Wire the installed equipment using the PK030-000installation cable kit. The cable kit includes theseparately-packaged, factory-wired items described inthe following list:

Package Item ContentsPK030-001ACD, Mod. Jack

Connects systemto ACD OAI viaQuickQconnector.

(1) Standard six-positionmodular jack(1) Standard three-pair linecord—six wires with thestandard roll in the pin out fromone end to the other

PK030-002ACD, DB25S

Connects ACDOAI to system viaQuickQconnector.

(1) Standard six-positionmodular jack(1) Modular to 25-pin EIAadapter with female DB25connector(1) Standard three-pair linecord—six wires with thestandard roll in the pin out fromone end to the other

PK030-003ACD, DB9S

Connects ACDDVA via QuickQconnector.

(1) Standard six-positionmodular jack(1) Modular to 9-pin EIA adapterwith female DB9 connector(1) Standard three-pair linecord—six wires with thestandard roll in the pin out fromone end to the other

In addition to the cable kit components, you need theQuickQPROTECKEY that is supplied in theQuickQpackage. This key unlocks the software and allows theQuickQsystem to operate through the DigitalCommunications System’s open architectureinterface.

TheQuickQpackage also supplies a 66-typeconnector block that is pre-wired to a 25-pair cableand a 50-pin connector. The cable connector mateswith the connector located on the DVA cabinet.

You must supply the following components:

• 25-pair cable and a 66-type station connector blockto interconnect the DCS and the DVA,

• 6-wire cable to interconnect the DCS and thepersonal computer.

• (optional) DB25 to DB9 adapter.

• (used with optional wallboards): 9-wire, shielded,type A cable to interconnect the RS232 to RS485converter box and the personal computer.

• (used with optional wallboards): 2-pair, RS485cable for interconnecting the wallboards and theRS232 to RS485 converter box.

Wiring The QuickQ System IMI66–130, Section Three

Software Revision 3.1 Wiring The QuickQ System 3 – 1

Connecting The Personal Computer To The DVA

1. Locate the kit-supplied modular jack that islabeled LINK ASSEMBLY FROM PC TO66-BLOCK, and mount it within seven feet of thecomputer location.

2. Select the kit-supplied modular to 9-pin EIAadapter, connect it to the computer’s COM1 serialdata port, and secure the adapter with the screwsprovided.

3. Use 6-wire cable to connect the modular jack thatyou installed in step 1 with theQuickQ-supplied66-type connector block.

4. Use a kit-supplied line cord to connect thekit-supplied modular to 9-pin EIA adapter to thejack you installed in step 1 per the followinghouse wiring table.

House Wiring TableQuickQ 66-Type ConnectorBlock

Kit-SuppliedType 625A-6Modular Jack

Clip Terminal TerminalName

Pins

45 RXD 446 TXD 347 no connection 248 GND 549 DTR 150 DSR 6

QUICK004

1

2

3

4

5

6

7

8

9

123456

Front Viewof 6-ConductorModular Jack

Rear Viewof 9-Pin FemaleEIA Connector

DB9 Connector

Pin 1 = No ConnectionPin 2 = RXDPin 3 = TXDPin 4 = DTRPin 5 = GNDPin 6 = DSR

QuickQ Modular To 9-Pin EIA Adapter

Figure 3-1. Detailing The Kit-Supplied Modular To 9-Pin EIA Adapter

RXD - Receive Data

TXD - Transmit Data

GND - Ground

DTR - Data Terminal Ready

DSR - Data Set Ready

IMI66–130, Section Three Wiring The QuickQ System

3 – 2 Wiring The QuickQ System Software Revision 3.1

QUICK001

COM1 Serial Data Port9-Pin D Connector

Rear View ofTypical PersonalComputer (PC)

Kit-SuppliedModularto 9-pin

EIA adapter

QuickQ-Supplied And

Punched-Down25-Pair Cable

6-Wire CableHouse Wiring

Kit-Supplied3-Pair Line Cord

6

4

5

3

2

1

Front View of Jack

Kit-Supplied Type 625A-6Modular Jack (LINK ASSEMBLY

FROM PC TO 66-BLOCK)

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Station 1Station 1Station 2Station 2Station 3Station 3Station 4Station 4Station 5Station 5Station 6Station 6Station 7Station 7Station 8Station 8Station 9Station 9Station 10Station 10Station 11Station 11Station 12Station 12Station 13Station 13Station 14Station 14Station 15Station 15Station 16Station 16

RXDTXD

GNDDTRDSR

B/WW/BO/WW/OG/WW/G

W/BB/WW/OO/WW/GG/W

QuickQ-SuppliedConnector Block

QuickQDigitalVoice

Announcer

Clip Terminal Terminal NameConnector BlockModular

Jack Pins4 453 462 475 481 496 50

RXDTXD

No ConnectionGNDDTRDSR

Figure 3-2. Connecting The Personal Computer To The DVA



Connecting The Personal Computer To The Digital CommunicationsSystem (DXP, DXP Plus, or FX Series)

1. Locate a kit-supplied modular jack labeled LINKASSEMBLY FROM DXP TO 66-BLOCK FORPC, and mount it within seven feet of theequipment’s cabinet.

2. Locate a kit-supplied modular jack labeled LINKASSEMBLY FROM PC TO 66-BLOCK FOROAI, and mount it within seven feet of thepersonal computer.

3. Use 6-wire cable to connect the modular jacks thatyou installed in steps 1 and 2 to theQuickQ-supplied 66-type connector block per thefollowing house wiring table.

4. Select the kit-supplied modular to 25-pin EIAadapter, connect it to the computer’s COM2 port,and secure the adapter with the screws provided.

5. Using a kit-supplied line cord, connect the DXP’sserial data port 1 to the modular jack you installedin step one. If you are using the DXP–Plus, youmust connect the PC to a serial data port on acommunications card (for more information oncommunications card installation, seeIMI89–190). If you are using the FX Series, youcan connect the PC to any available COM port.

6. Using a kit-supplied line cord, connect themodular to 25-pin EIA adapter that you installedin step 4 to the modular jack you installed in step2.

7. Connect theQuickQPROTECKEY to thecomputer’s 25-pin parallel connector.

House Wiring TableLink Assembly FromDCS To 66-Block ForPC Modular Jack

QuickQ-Supplied 66-Type Connector Block Link Assembly FromPC To 66-Block ForOAI Modular Jack

Pins TerminalName

Clip Terminal Clip Terminal TerminalName

Pins

4 W/B 37 37 B/W 33 B/W 38 38 W/B 42 W/O 39 39 O/W 55 O/W 40 40 W/O 21 W/G 41 41 G/W 66 G/W 42 42 W/G 1

QuickQ Modular To 25-Pin EIA Adapter

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

123456

Front Viewof 6-ConductorModular Jack

Rear Viewof 25-Pin EIA

Female Connector

DB25 Connector

Pin 1 = Frame GroundPin 2 = Transmit DataPin 3 = Receive DataPin 4 = Request To SendPin 5 = Clear To SendPin 7 = Signal Ground

QUICK003

Figure 3-3. Detailing The Kit-Supplied Modular To 25-Pin EIA Adapter



DXP021D

*Customer-supplied9-pin to 25-pinadapter (optional)

Serial DataPort 9-pinD Connector

Serial Data Port25-pin D Connector


Kit-SuppliedModularto 25-pin

EIA adapter

RS-232 Ports (Server End)

DSR (Data Set Ready) and DTR (Data Terminal Ready) are connected inside kit-supplied modular to 25-pin adapter.

RS-232 1

RS-232 2

1 = RTS2 = CTS3 = RD4 = TD5 = GND6 = NC

(Request To Send)(Clear To Send)(Receive Data)(Transmit Data)(Ground)(No Connection)

123456

123456

*

NOTE: When using the 9-pin connector,install a 9- to 25-pin adapter

*

Customer-Supplied9- to 25-Pin Adapter

(Typical)

14

25

1

16

9 5

13

VIEW C

VIEW C

VIEW B

DXP RS232 Ports

VIEW D

Standard 6-conductorLine Cord

1 = NC2 = GND3 = RD4 = TD5 = RTS6 = CTS

1 = NC2 = TD3 = RD4 = RTS5 = CTS6 = DSR7 = GND20 = DTR

1 = NC2 = RD3 = TD4 = DTR5 = GND6 = DSR7 = RTS8 = CTS9 = NC

*

*

*

1 6 14

25

1

13

16

9 5

VIEW B VIEW C VIEW D

Kit-supplied Modular to25-pin Adapter

(Typical)

14

25

1

13

123456

DXPRS232 Port 1 or 2

DXPRS232 on Comm. Card

FX SeriesAny Available COM Port

Plus

Figure 3-4. Connecting The Personal Computer To The Digital Communications System



Connecting The Digital Communications System To The DVA

Complete theQuickQsystem installation by connecting the DCS to the DVA. You will not need any kit-suppliedcomponents; however, you will need a 66-type station connector block and a 25-pair cable.

1. Mount a 66-type station connector block, andconnect it to a digital station board.

2. Mount the QuickQ-supplied connector block, andconnect its pre-wired cable to the DVA.

3. Use a 25-pair cable to connect theQuickQconnectblock to the block that you mounted in step 1.

Wiring The Connector Block

StationConnectorBlock ClipTerminals

Typical25-PairCable

QuickQ-SuppliedConnector BlockClip Terminals

DVAVoicePort

DVAVoiceChannelCard

1 white-blue 1 1 12 blue-white 23 white-orange 3 24 orange-white 45 white-green 5 36 green-white 67 white-brown 7 48 brown-white 89 white-slate 9 5 210 slate-white 1011 red-blue 11 612 blue-red 1213 red-orange 13 714 orange-red 1415 red-green 15 816 green-red 1617 red-brown 17 9 318 brown-red 1819 red-slate 19 1020 slate-red 2021 black-blue 21 1122 blue-black 2223 black-orange 23 1224 orange-black 2425 black-green 25 13 426 green-black 2627 black-brown 27 1428 brown-black 2829 black-slate 29 1530 slate-black 3031 yellow-blue 31 1632 blue-yellow 32



QUICK002

QuickQ-Supplied And


Male 50-PinConnector

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Station 1Station 1Station 2Station 2Station 3Station 3Station 4Station 4Station 5Station 5Station 6Station 6Station 7Station 7StationStation 8Station 9Station 9Station 10Station 10

8

Station 11Station 11Station 12Station 12Station 13Station 13Station 14Station 14Station 15Station 15Station 16Station 16

RXDTXD

GNDDTRDSR

B/WW/BO/WW/OG/WW/G

W/BB/WW/OO/WW/GG/W


QuickQDigitalVoice

Announcer

1234567891011121314151617181920212223242526272829303132333435363738394041424344454647484950


CLIP TERMINALS

50

261

25

Typical StationConnector Block

25-P

air

Cab

leH

ouse

Wiri

ng

DXP

DXP

FX Series

PlusTo Male 50-Pin Connector


System

Figure 3-5. Connecting The Digital Communications System To The DVA



Connecting Wallboards To The Personal Computer

When optional mono or color wallboards are being used with theQuickQsystem, you will need to connect themto a RS485 network. The RS485 network interfaces with a converter box that plugs into COM4, one of the RS232serial ports on the rear of the personal computer.

1. Check to make sure that the personal computerhas a properly configured RS232 serial port fordriving the wallboards. This port must beconfigured as COM4 and IRQ10.

2. Plug one end of a type A serial data cable for theconverter box into the COM4 serial port. See thepinout information below. If COM4 is a 25-pin(DB25) connector, you will need a 9- to 25-pinadapter. These are available at most computerstores.

3. Plug the other end of the serial data cable into theDB9 connector on the rear of the converter box.

4. See the two views in Figure 3-6 and determine ifyou are using a terminated or unterminatedconfiguration. If it is terminated, plug the modularconnector on one end of the RS485 network intothe jack labeled “RS485" on the rear of theconverter box, and set the switch to ”TERM" onthe rear of the box. See the pinout details belowfor the modular jack. If you are using anunterminated configuration, connect both branchesof the RS485 network cable to the screw terminalsand set the switch to “UNTERM” on the rear ofthe converter box.

5. Install a modular network adapter at each networkdrop (wallboard location).

6. Make sure a grounded 115 VAC wall outlet islocated close to each wallboard location.

7. Connect the RS485 network cable from theconverter box to the first network adapter.

8. Connect the RS485 network cable to the modularnetwork adapters at all network drops. See thefigure below.

9. Connect each wallboard to it’s network adapterwith a four-conductor, eight-foot, RS485 cableterminated at each end with a modular connector.Make sure to wrap the wallboard-end of the cablethree times around a ferrite bead (provided withthe wallboard) before plugging it into thewallboard connector.

10. Plug an End Of Line (EOL) terminator into theconnector provided on the last wallboard. If youare using an unterminated configuration, you mustplug an EOL terminator into the last wallboard oneach of the two network branches. See Figure 3-6.

11. Plug the power cable from the 9 VAC poweradapter, supplied with the converter box, into thepower connector on the rear of the converter boxlabeled “9 VOLT AC~ NOMINAL.” Plug theadapter into a 115 VAC wall outlet. Check tomake sure the POWER LED is lit on the frontpanel of the converter box.

12. Plug each wallboard into a 115 VAC wall outlet.13. Address wallboards from1 to 16using the

wallboard remote control.QuickQwill onlyrecognize wallboards with those addresses.

Pin Number

PC Converter RS232 Signal Name

Shield Shield Ground3 3 Transmit Data (TXD)2 2 Receive Data (RXD)7 7 Request To Send (RTS)8 8 Clear To Send (CTS)6 6 Data Set Ready (DSR)1 1 Data Carrier Detect (DCD)4 4 Data Terminal Ready (DTR)5 5 Signal Ground9 9 No Connection (NC)

QQ12

BL WH

GR

BK

RD

BR

YL

GN

Network Wire ConnectionsNetwork Signal Modular NetworkWire Name AdapterRed RS485 (-) Yellow terminalBlack RS485 (+) Black terminalShield Ground Red terminal

QQ11

6

Data PortRS-485

6

5

4

2

6

5

4

1

2

3

Pin Signal Name

1 NC2 RS485 (-)3 NC4 Shield5 RS485 (+)6 NC

QQ13



Figure 3-6. Connecting Wallboards In Terminated And Unterminated Configurations

Plug an EOL Terminatorinto the Last Wallboard onthe Network

RS-232 Cable

ConverterBox

RS-485 CableUse a DB25 to DB9Adapter when usingthe 25-pin Connector

PersonalComputer

Wallboards

Modular NetworkAdapters with4-Conductor DataCables

Terminated Network Configuration

Unterminated Network Configuration

EOL Terminator

RS-232 Cable

ConverterBox RS-485 Cable

Use a DB25 to DB9Adapter when usingthe 25-pin Connector

PersonalComputer

Wallboards

Modular NetworkAdapters with4-Conductor DataCables

EOL Terminator

Modular NetworkAdapter with4-Conductor DataCable

WallboardQQ2



Connecting The QuickQ PROTECKEY

You must connect the suppliedQuickQPROTECKEY to the computer’s parallel port. Refer to Figure 3-7 fordetails. To programQuickQwithout a PROTECKEY, type /Q3 at the the command prompt. The QuickQ softwarewill then operate for approximately one hour,

CAUTIONThe system will not continue functioning if you fail to connect the QuickQ PROTECKEY.

Connecting AC Power To The DVA

Before applying power to the DVA, check all wiringconnections and ensure that you have properlyconfigured the Voice Channel Card as described inSection 6,Reviewing The QuickQ DVA Components.

Always employ a dedicated 115VAC 15 AMP circuit,with a third-wire ground, supplied to a non-switchedstandard electrical outlet (NEMA 5-15R) for the ACpower connection. For added equipment protection,

connect a plug-in power line surge protector betweenthe power cord and the AC outlet.

Be sure that the DVA is switched off, and connect theAC power per this procedure:1. plug the female end of the AC power cord into the

power supply receptacle located on the left side oftheQuickQ DVA,

2. plug the male end of the AC power cord into thepower line surge protector.

Parallel Port25-Pin D Connector


QuickQProtecKey

CAJS031D

Figure 3-7. Connecting The QuickQ PROTECKEY



Reviewing The System Interconnection

Compare your system interconnection with the Figure 3-8 illustration.

QUICK05C

QuickQ-Supplied And


Kit-SuppliedModular

Jack

Kit-Supplied

LineCord

Kit-SuppliedModular

Jack

Kit-SuppliedModular

Jack

ToCOM2Port

ToParallel

Port

ToCOM1Port

Kit-SuppliedLine Cord

House Wiring

HouseWiring

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484950


RXDTXD

GNDDTRDSR

B/WW/BO/WW/OG/WW/G

W/BB/WW/OO/WW/GG/W


QuickQDigitalVoice

Announcer

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CLIP TERMIINALS

50

261

25

Typical StationConnector Block

Hou

seW

iring

House Wiring

LinkAssemblyFrom PC

To 66-BlockFor OAI

LinkAssemblyFrom DCSTo 66-Block

For PC

LinkAssemblyFrom PC

To 66-Block

FrontViewofJack

FrontViewofJack

QuickQProtecKey

Typical ParallelData Printer (Optional)

Rear View of Typical PersonalComputer (PC)

Kit-Supplied ModularTo 25-Pin EIA Adapter

Kit-Supplied ModularTo 9-Pin EIA Adapter

Wallboard Wallboard

RS485

ConverterBox

ToCOM4Port

DXPRS232 Port 1 or 2

DXPRS232 on Comm. Card

FX SeriesAny Available COM Port

Plus

Kit-Supplied Line Cord


System

Figure 3-8. Reviewing The System Interconnection




Section 4Programming The Digital Communications System

You must make certain programming arrangements to ensure that the Digital Communications System will workproperly with theQuickQDVA. This section details those system parameters that you must arrange. Refer to theVideo Terminal Programming Instructions for complete programming details. You can find those instructionsincluded in the literature binder that accompanies your Digital Communications System.

Programming The System Parameters

Feature Name QuickQ ParameterSynchronized Ringing NoAuto Attendant Immediate Transfer NoAutomatic Route Selection DisabledSystem Status Reporting DisabledCentral Message Desk NoneIST Ringing Per Phase 8Operator Station MasterLine Disconnect Automatic Camp-On DisabledDefault Relocation Response YesDay 1—Begin Time NoneDay 1—End Time NoneDay 2—Begin Time NoneDay 2—End Time NoneNight—Begin Time NoneNight—End Time NoneHighlighted Features = Critical Settings

Programming The Digital Communications System IMI66–130, Section Four

Software Revision 3.1 Programming The Digital Communications System 4 – 1

Programming The System Line Parameters

Configure each line with the parameters shown in the table. Program the line names until you have named everyline that you need for theQuickQinstallation. You must use the same names as you used for theQuickQlines. Forexample, ifQuickQline 1 = Bob, then system line 1 must = Bob. You cannot change these line names.

Feature Name QuickQ ParameterNameType Loop StartDisabled NoMusic On Hold Source 1Privacy Release NoSMDR Record YesCost Incoming No

—Incoming Cost Delay No Delay—Incoming Cost Route 32

Dialing Mode ToneAbandon Hold Release 350 MsPositive Disconnect Time 2 SecToll Groups 1DTMF Level NormalDisconnect Supervision YesCaller ID Active YesExecuMail IDLine Group 1, 16Highlighted Features = Critical Settings

NOTE: When using the T1 digital carrier transmission option, there are 24 channels of digitalinformation. You cannot set analog line parameters for these digital channels.

Programming The Serial Data Ports

FeatureName

Port Baud Out Baud In Data Bits Stop Bits Parity Flow Control

QuickQParameters

1 ✳✳ 9600 9600 8 1 None None2 300 300 7 2 None None

Highlighted Features = Critical Settings

✳✳ You cannot use ports one or two if you are using the DXPPlus.

Selecting The 19200 Baud Rate

Select the 19200 baud rate when using the DXPPlusby adding the /b19200 switch in line four of theQuickQ.BAT file (see page 5-17).

IMI66–130, Section Four Programming The Digital Communications System

4 – 2 Progr amming The Digital Communications System Software Revision 3.1

Programming Class Of Service For Master Channels And DVA Ports

You can assign any class of service from COS1 through COS32 to the master channels and DVA ports; however,reserve the COS that you do assign exclusively for the master channel and the DVA ports. Be sure to enter theCOS number that you use here as the COS entry on the station programming features for the master channels andDVA ports.

Feature Name QuickQ ParametersAccount Code NoAutomatic Hold On Intercom YesAutomatic Hold On Lines YesBackground Music NoCall Cost Display NoCall Forward All NoCall Forward Busy/RNA NoCall Forward Personal NoCall Park Access 1–9Call Pick-Up NoCall Waiting NoCamp-On Originate NoCamp-On Receive NoDND Inhibit NoDND Override NoExclusive Hold NoExecutive Override NoExecutive Override Block NoIdle Line Preference NoIST Distinctive Ringing NoLCD Messaging NoMeet Me Page NoMessage Deposit NoMessage Wait Originate NoMusic On Intercom Hold No MusicPaging Receive NoPaging Transmit NoRinging Preference NoDay Route Access 4Night Route Access 4Day Restriction Level 1Night Restriction Level 1System Speed Dial Groups 1–20Station Monitoring NoDirected Station Hold NoRemote Station Disable NoLine Answer 1–128(1-240 for DXPPlus)

Line Originate NonePeriodic Line Tone NoneMaximum Call Duration NoneLine Group Access NoneLine Group Queue NoLine To Line Transfer YesVoice Announce Block YesInternal IST Flash NoForced Account Codes NoHighlighted Features = Critical Settings



Programming The Master Channel 1 Voice Port Station Features

Feature Name QuickQ ParametersPersonal Intercom 101Name MASTER 1Class Of Service (enter COS for master channel) *Speed Dial Sets 3Idle Line Priority NoneIntercom Hunt List NoneGroup Intercom Access 4201–4264Prime Type No Prime

—Line 1—Line Group 1—Intercom 101

Tone First YesCall Announce Beeps 1Default Forward Type No Forward

—Intercom Forward To: 101—Forward Type Personal Calls

Forward Ring No-Answer Ring Busy NoDirect Ring NoneDelayed Ring NoneDay 1 Ring NoneDay 2 Ring NoneNight Ring NoneCaller ID Ring No-Answer NoneRing No-Answer Rings 4Personal Ring tone 1LCD Contrast 5Initiate Service Observe NoService Observable NoDay Exception Number 1–3Night Exception Number 1–3SOHVA Beeps 6SOHVA Groups NoneBusy On SOHVA NoPick-Up Groups 1Through-Dialing NoSingle Line TAP Call Wait AnswerRing On Busy YesAllow Ringer Off NoDisabled NoConsoles Installed NoConsole Ports NoneProgramming Port NoAutomatic Attendant Transfer On Busy NoHeadset NoRecall Call Forward NoAttendant No

—Alternate Attendant None—Overflow Attendant None

Extended DTMF Dialing NoSoftkeys Setup NoIST Hold Configuration NoTransfer Ring Cadence Cadence 1


*Use the sameunique class ofservice for themaster channeland the voice port.

PortNumber

1 (youcan useanydigitalportwithout aconnectedtelephone)

PortType Digital

PortModel

DigiTech24-LineLCDSpeaker-phone



Programming The Master Channel 2 Voice Port Station Features

Feature Name QuickQ ParametersPersonal Intercom 102Name MASTER 2Class Of Service (enter COS for master channel) *Speed Dial Sets 3Idle Line Priority NoneIntercom Hunt List NoneGroup Intercom Access 4201–4264Prime Type No Prime

—Line 1—Line Group 1—Intercom 102


—Intercom Forward To: 102—Forward Type Personal Calls





PortNumber

2 (youcan useanydigitalportwithout aconnectedtelephone)

PortType Digital

PortModel

DigiTech24-LineLCDSpeaker-phone

*Use the sameunique class ofservice for themaster channeland the voice port.

NOTE: Youcannotbutton-map thegroup intercomnumbers4201–4264 on anystation.



Programming The DVA Station Features

Feature Name QuickQ ParametersPersonal Intercom* *Name* *Class Of Service (enter COS for master channel) *Speed Dial Sets 3Idle Line Priority NoneIntercom Hunt List NoneGroup Intercom Access* *Prime Type No Prime

—Line 1—Line Group 1—Intercom* *


—Intercom Forward To: *—Forward Type Personal Calls





Port *Number *

PortType Digital

PortModel

Impact24-LineLCDSpeaker-phone

*QuickQ uses 16DVA stations forsystem operation.Assign any personalintercom numbers tothem that you wish.These personalintercom numbersneed not beconsecutive numbers;however, theymustbe in sets of fourandeach set must befrom a particulardigital station board.

Name the DVAstations DVA1through DVA16 andassign a groupintercom accessnumber (from 4265through 4280) toeach DVA station.(For example, assignDVA1 to ext. 4265,DVA2 to ext. 4266,and so forth until youassign DVA16 to ext.4280)



Programming The Supervisor And Agent Station Features

Feature Name QuickQ ParametersPersonal Intercom* *Name* *Class Of Service 32Speed Dial Sets 3Idle Line Priority NoneIntercom Hunt List* *Group Intercom Access* *Prime Type No Prime

—Line 1—Line Group 1—Intercom* *


—Intercom Forward To: MASTER—Forward Type Personal Calls

Forward Ring No-Answer Ring Busy NoDirect Ring NoneDelayed Ring NoneDay 1 Ring NoneDay 2 Ring NoneNight Ring NoneCaller ID Ring No-Answer NoneRing No-Answer Rings 4Personal Ring tone 1LCD Contrast 5Initiate Service Observe YesService Observable YesDay Exception Number 1–3Night Exception Number 1–3SOHVA Beeps 6SOHVA Groups NoneBusy On SOHVA NoPick-Up Groups 1Through-Dialing NoSingle Line TAP Call Wait AnswerRing On Busy YesAllow Ringer Off NoDisabled NoConsoles Installed NoConsole Ports NoneProgramming Port NoAutomatic Attendant Transfer On Busy NoHeadset NoRecall Call Forward NoAttendant No




Port *Number *

PortType Digital

PortModel

Impact12- or24-LineLCDSpeaker-phone

* Assign any personalintercom numbers toagent and supervisorstations that you wish.Name the agent andsupervisor stations asdesired (such as,AGENT1, SUPERVS,and so forth).assign any twounique groupintercom numbers tothe intercom hunt listand group intercomaccess for eachstation.



Button Mapping The Stations

Button Mapping The DVA Stations

ButtonDesignation

Feature MnemonicButton

DesignationFeature Mnemonic

L01 # # # L13 # # #L02 # # # L14 # # #L03 # # # L15 # # #L04 # # # L16 # # #L05 # # # L17 # # #L06 # # # L18 # # #L07 # # # L19 # # #L08 # # # L20 # # #L09 # # # L21 # # #L10 # # # L22 # # #L11 # # # L23 # # #L12 # # # L24 # # #

Ensure that the stations have no lines or features assigned to them (# # # = blank,or unassigned buttons).

Button Mapping The Agent And Supervisor Stations

ButtonDesignation



L01 Group Intercom L13 HeadsetL02 Group Intercom L14 # # #L03 Line Group 1 L15 # # #L04 Park Orbit 1 L16 # # #L05 Park Orbit 2 L17 # # #L06 # # # L18 # # #L07 # # # L19 # # #L08 # # # L20 # # #L09 # # # L21 # # #L10 # # # L22 # # #L11 # # # L23 # # #L12 # # # L24 OAI (QuickQ button)



Button Mapping The Master Channel Port Stations

ButtonDesignation



L01 # # # L14 # # #L02 # # # L15 # # #L03 # # # L16 # # #L04 # # # L17 # # #L05 # # # L18 # # #L06 # # # L19 # # #L07 # # # L20 # # #L08 # # # L21 # # #L09 # # # L22 # # #L10 # # # L23 # # #L11 # # # L24 # # #L12 # # # L25 # # #L13 # # # L26 # # #

Ensure that the stations have no lines or features assigned to them (# # # = blank,or unassigned buttons).

NOTE: To use the optional “Calls Waiting In Queue” button, map selected button to OAI61.

Button Mapping The Function Buttons On The Scout Telephone

ButtonDesignation



F1 (Level 1) OAI01 (QuickQbutton) F1 (Level 2) OAI01 (QuickQbutton)F2 (Level 1) ### F2 (Level 2) Interactive 1 (OAI62)F3 (Level 1) Group Itcm F3 (Level 2) Interactive 2 (OAI63)F4 (Level 1) Itcm F4 (Level 2) Interactive 1 (OAI64)

NOTE: Level 2 button mapping for F2, F3, and F4 as shown in above table is required for Scoutphones.




Section 5Setting Up The Personal Computer

Follow the information that Sections 2 and 3 provide for installing and wiring theQuickQsystem. Then refer tothis section to set up the computer hardware and perform the initial programming required for theQuickQsystem.

Using QuickQ With A Keyboard

You can use either a keyboard or a mouse to accesstheQuickQ. It is a good practice to use the keyboardfor programming until you become comfortable usinga mouse. For instruction on using a mouse and theQuickQ, refer to Appendix 1 page A1-1.

There are five keys that can be used in place of amouse.

TAB Press to highlight a word (or item) andmove the cursor. Press Shift-TAB tomove the highlight backward.

ENTER Press when you require a specific word(or item) once you have highlighted it.Press to close a message or error window.

ESC Press to close a message or error windowor to close the current window.

ARROW Press to move the cursor.ALT Press and hold while typing an underlined

letter to open a window. For example, toaccess the sign-in menu you can press andhold ALT and then type S. The ALT keywill move the control from a windowback to the menu title bar without closingthe window.

F1 Press to cause a help window to appear.

NOTE: The PRINT SCREEN and PAUSE keys arenot functional in QuickQ.

NOTE: The name DXP used throughout this sectionapplies equally, in most cases, to the DXPPlus and FX Series systems.

Performing Initial Programming For QuickQ

If you switch theQuickQon without having firstprogrammed the master channel extension numbersinto theQuickQsoftware, an error window will openwith an appropriate error message. See Figure 5-1 foran example of this window.

Whenever a connection problem occurs during asystem reboot, the type and location of the problemwill appear in this window. PressESC to closeQuickQstatus.

QQ50

Figure 5-1. Viewing The Error Window

Setting Up The Personal Computer IMI66–130, Section Five

Software Revision 3.1 Setting Up The Personal Computer 5 – 1

Signing Into The Technician Access Level

Use the following procedure to accessQuickQ‘s technician programming level.

1. Select the Sign-in menu bar option. Hold down theALT key and press theSkey or press theENTERkey withSign-inhighlighted. Thesystem accesswindow will open with the highlight in the ID#box, a default value of 100 will also be in the ID#box. See Figure 5-2 for an illustration of this.

2. Type the technician’s ID number (default 832) andpress theENTER key. The highlight will move tothepasswordbox.

3. Type the technician’s password (default 832) andpress theENTER key. Thesupervisor/managersign-inwindow will appear (see Figure 5-3).

NOTE: The system hides the password digits whenyou type them.

QQ51

Figure 5-2. Viewing The System Access Window

IMI66–130, Section Five Setting Up The Personal Computer

5 – 2 Setting Up The Personal Computer Software Revision 3.1

4. Place the highlight on the line withagent titletechnicianand press theENTER key. The screendisplay changes to show thetechnician windowand the menu bar shows a series of four options

(see Figure 5-4). SelectingMANAGERwill allowaccess to the manager window. Furtherdescriptions are shown in theSystem Manager’sGuide.

QQ52

QQ53

Figure 5-3. Viewing The Supervisor/Manager Sign-In Window

Figure 5-4. Viewing The Technician Window



Programming The OAI Number And Master Channel

The master channel refers to a digital station port that you have reserved for call processing control.

1. After signing into thetechnician accesslevel,select thesystem-setupoption. Hold down theALT key and press theY key or highlightsystem-setupand pressENTER. Thesystem-setupoptions will open. See Figure 5-5 for details.

2. Select theQuickQ master setup. Hold down theALT key and press theM key or press theENTER key withQuickQ master setuphighlighted. Enter the intercom number of anunassigneddigital station port, then press theENTER key. For the Master 2 extension, enter theintercom number of a secondunassigneddigitalstation port. The cursor will advance to theOAI

codeoption. Select the OAI code to use forQuickQ(01—64). The number that you use heremust match the OAI button number that youassigned to the agent and supervisor’s telephone instation button mapping.

3. To save the changes, press and hold theALT keyand press theS key. Thesave changes?windowwill open with aYes Nooption.

4. To select theyesoption, use theTAB key or theleft arrow key to highlightyesand press theENTER key.

QQ54

Figure 5-5. Viewing The System-Setup Window



Adding Lines To QuickQ

The system divides its add option menu into four catagories. These catagories include the following items:

(1) Line Name—ACD line names can be up to seven characters in length. The names are displayed on the LCD ofthe agent’s telephone while that station is logged into theQuickQsystem.; otherwise, the DXP line name shows inthe display.QuickQcall reports use the ACD line name while SMDA/SMDR reports use the DXP line name.

(2) Group—This is the ACD group that the system associates with the lines. There are 16 groups available plus anExternal Transfer Lines selection (Ex Trans.). The Ex Trans. selection allows the proprietary voice mail system oran operator to transfer lines to theQuickQsystem. Transfers must be to a group intercom associated with a desiredACD group. To ensure proper operation, you must give the master voice channels access to the group intercomsbeing used. TheQuickQsystem associates particular group intercom numbers with each of the 16 ACD groups.That association is as shown on the following chart. The system only supports the use of unscreened transfers.

(3) Subgroup—This catagory usually remains at its default value of LNGP1 unless the site has several line types(such as WATS FX, Local) and you must differentiate between them.

(4) Line Number—This is the DXP line port. Enter it in a three-character format (for example, line 1 = 001).

Use this procedure to add lines to theQuickQsystem .

1. Open thetechnician accesslevel and select thesystem-setupoption. Either press and hold theALT key and press theY key or highlightsystemsetupand press theENTER key. Thesystem-setupoptions will open.

2. To select theQuickQ line setup, press the downarrow key to highlightQuickQ line setupoptionand press theENTER key. TheQuickQ line setupwindow will open (see Figure 5-6).

QQ55

Gp 1 Gp 2 Gp 3 Gp 4 Gp5 Gp 6 Gp 7 Gp 8 Gp 9 Gp10 Gp 11 Gp 12 Gp 13 Gp 14 Gp 15 Gp 164201 4202 4203 4204 4205 4206 4207 4208 4209 4210 4211 4212 4213 4214 4215 42164217 4218 4219 4220 4221 4222 4223 4224 4225 4226 4227 4228 4229 4230 4231 42324233 4234 4235 4236 4237 4238 4239 4240 4241 4242 4243 4244 4245 4246 4247 42484249 4250 4251 4252 4253 4254 4255 4256 4257 4258 4259 4260 4261 4262 4263 4264

Figure 5-6. Viewing The QuickQ Line Setup Window



3. To select theaddoption, press and hold theALTkey and press theA key. TheQuickQ line setupaddwindow will open with the highlight in theline namebox. See Figure 5-7. Type the name forthe line (limited to 7 characters) and press theENTER key.

4. To select the line’s assigned ACD group, press theup or down arrow key to change between thegroups, and press theTAB key to select the grouprequired. Alternately, you can press theENTERkey to make the list of the groups appear, use thearrow keys to highlight the selection, press theENTER key, and pressTAB to select. the group.

5. To select the line’s ACD line subgroup, press theup or down arrow key to change between thesubgroups, and press theTAB key to select thesubgroup required. Alternately, you can press theENTER key to make the list of the subgroupsappear, use the arrow keys to highlight theselection, press theENTER key, and press theTAB key to select the subgroup.

NOTE: The line names must be unique. The systemuses this name in the reports and displays it onthe ACD agents telephones when QuickQpresents the line to the telephone. These linenames do not affect the DXP names for thelines.

6. Highlight theLine No.box, enter the three-digitnumber for the DXP line port where you havephysically connected the line, and press theENTER key.

7. To save the line programming select thecreate-lineoption, press and hold theALT keyand then press theC key. Thecreate new line?window will open. HighlightYesin this windowand press theENTER key to save the lineprogramming.

8. If a line is assigned to a line subgroup that does notexist,QuickQwill open thecreate newline-subgroup?window. HighlightYesand presstheENTER key to save a new line subgroup.

9. To close theQuickQ line setup ADDwindow presstheESC key.

10. Press and hold theALT key and press theSkey tosave programming to the hard drive. SelectYESwhen theSave Line Setup?window opens.

NOTE: The Save_to_Disk will enable the line if thesystem is active.

QQ56

Figure 5-7. Viewing The ACD Line Setup Add Window



Deleting Lines From QuickQ

Use the following procedure to delete lines from theQuickQsystem.

1. Sign into the technician access level and select thesystem-setupoption. Either press and hold theALT key and press theY key or highlightsystem-setupand press theENTER key. Thesystem-setupoptions will open.

2. To select theQuickQline setup, press the arrowkey to highlightQuickQ line setupand press theENTER key. TheQuickQ line setupwindow willopen.

3. To delete an ACD line, press the arrow keys tohighlight the line you wish to delete, and press theENTER key. Theedit QuickQ line setupwindowwill open (see Figure 5-8).

4. To delete the selected line, press and hold theALTkey and press theD key. Thedelete line?windowwill open. HighlightYesand press theENTERkey to delete the line.

5. Press and hold theALT key and then press theSkey to save programming to the hard drive. SelectYESwhen the Save Line Setup? window opens.

NOTE: If line is currently active, system will not deleteline. When you delete a line, exit and re-enterthe QuickQ program. This action makes thechange affective.

QQ57

Figure 5-8. Viewing The Edit QuickQ Line Setup Window



Moving The QuickQLines

Use the following steps to move ACD lines from one group to another group or from one line subgroup to anotherline subgroup.

1. Sign into thetechnician accesslevel and select thesystem-setupoption. Either press and hold theALT key and press theY key or highlightsystem-setupand press theENTER key. Thesystem-setupoptions will open.

2. To select theQuickQ line setup, press the arrowkey to highlightQuickQ line setupand press theENTER key. TheACD line setupwindow willopen.

3. To select the ACD line that you wish to move,press the ALT key to highlight the line, press thearrow keys to highlight the line to be moved, andpress theENTER key. TheEdit QuickQ linesetupwindow will open (see Figure 5-8).

4. To move the selected line to a different group,press theTAB key once to advance the highlightto thegroupcolumn. Press the arrow keys tochange between the groups. Press theTAB key toselect the group required. Alternately, you canpress theENTER key to display the list of thegroups, use the arrow keys to highlight therequired selection, press theENTER key, andpress theTAB key to select the group required.

5. To move the selected line to a different linesubgroup, press theTAB key once to advance the

highlight to thesubgroupcolumn. Press the arrowkeys to change between the subgroups. Press theTAB key to select the subgroup required.Alternately, you can press theENTER key todisplay the list of the subgroups, use the arrowkeys to highlight the required selection, press theENTER key, and press theTAB key to select theline subgroup required.

6. To save the line programming, select theupdateoption, press and hold theALT key and then presstheU key. Thesave changes to line?window willopen. HighlightYesin this window and press theENTER key to save the line changes.

7. Press and hold theALT key and then press theSkey to save programming to the hard drive.Select YES when thesave line setup?windowopens.

NOTE: You cannot use this procedure to change theline number. To change a line number, deletethe line with the current number and then addthe line with a new line number. When youmake a change to the program, exit andre-enter the QuickQ program. This actionmakes the change effective.

External Transferring To Line Subgroup

This feature allows an auto-attendant or other external device to transfer a call to a specific subgroup within thegroup selected.

When the system has been properly modified, you can program the line subgroup for external transfer in theQuickQLine Setup window (Figure 5-6).

NOTE: The line subgroup must be created manually in supervisor programming for this feature to operate.



Programming The QuickQ DID/DNIS Tables

Incoming DID/DNIS calls are sent to an unused hunt group according to the Digital Communications System’sDID/DNIS table. Callers hear a ringback tone while their calls are sequenced in the ACD queues. As soon as anagent or DVA port becomes available,QuickQanswers the call. This scheme saves customers money as well asthe company when it is using 1-800 lines because the toll charge does not start untilQuickQanswers the call.You can program up to four DID/DNIS translation tables and up to 100 C. O. numbers per table. When a callercalls one of these numbers,QuickQ routes the call to the group and subgroup designated by the translation table.Program these tables as follows.

1. Sign into the technician access level and select theSystem-Setupoption. Either press and hold theALT key while pressing theY key or highlight theSystem-Setup. The system-setup options will open.

2. To select theDID/DNIS Table, press the up ordown arrow key to highlight theDID/DNIS Tableand either press theENTER key or click on theDID/DNIS Table. The Table menu will openlisting the table choices (see Figure 5-9).

3. To select one of the four tables that you wish toprogram, highlight your choice by pressing the upor down arrow key. When your table ishighlighted, either pressENTER or click on thehighlighted table number. The translation table foryour selection appears.

4. To enter a C.O. Number, press and holdALTwhile pressingA or click onAdd. TheAdd

DID/DNIS Translationwindow appears over theDID/DNIS Translation Table(see Figure 5-10).

5. Click near the left side of theC.O. Digitbox in theAdd DID/DNIS Translationwindow and enter thefirst C.O. Number. You can enter up to, but notover seven digits.

6. Select the group and subgroup to which you wantto route the call when a caller calls in using thatC.O. number. Make the group selection by eitherclicking the arrow in theGroupbox or placing thecursor inside the box and then pressing theENTER key. A list of groups (Group 1throughGroup16) appears. Select the group number bypressing the up or down arrow key to highlightyour choice and then pressing theENTER key.Make the subgroup selection (LnGp_01throughLnGp_04) in the same manner only use theSubgroupbox instead of theGroupbox.

QQ118

Figure 5-9. Viewing The DID/DNIS Tables Setup Window



7. When you have completed your entries in the threeboxes under theAdd DID/DNIS Translationwindow, click onCreat–DID/DNIS Translationorpress and holdALT while pressingC.

8. TheAdd DID/DNIS Translation?window willopen. Click onYesor press theENTER key. IftheCreate Line Sub-Group?window then opens,click onYesor press theENTER key to add yourentry to the translation table.Close theAdd DID/DNIS Translationwindow byclicking on the close box. Then, press and holdALT while pressingC or click onClosein thepulldown menu.

9. To edit a line, press the up or down arrow key tohighlight the line in the translation table you wantto edit, then click on the highlighted line or presstheRETURN key. The EditDID/DNISTranslationwindow opens showing the selectedline.After making changes to the line, press and holdALT while pressingU or click onUpdate. TheUpdate DID/DNIS Translation?window opens

with Yes Nooptions. When you are satisfied withyour changes, clickYesor press theENTER key.

10. To delete a line, press the up or down arrow key tohighlight the line you want to delete from thetranslation table. Then, click on the highlightedline or press theRETURN key. TheEditDID/DNIS Translationwindow opens showing theselected line. Press and holdALT while pressingD or click onDelete. TheDelete DID/DNISTranslation?window opens withYes Nooptions.If you are certain you want to delete this line, clickonYesor press theRETURN key.

11. To save your programming to the hard drive, eitherpress and holdALT while pressingS or click onSave-To-Disk. TheSave Translation Table?window opens withYes Nooptions. Click onYesor press theENTER key. To exit DID/DNISTranslation Table programming without savingyour changes, click on the close box and then clickonClosein the pulldown menu or press and holdALT while pressingC.

Night Time Routing Of DID/DNIS Calls

DID/DNIS calls will route to a designated extensionduring night time if an extension is set up in theDigital Communications System’s translation table fornight transfer operations. Night routing starts as soon

as the system turns into the night mode.

In MIS reporting, the DID/DNIS calls will be treatedthe same asQuickQexternal transfer calls.

QQ119

Figure 5-10. Viewing The DID/DNIS Translation Table



Programming The QuickQ Voice Ports

The following steps allow you to program the voice port information thatQuickQrequires to control the voiceports.

1. After you have opened the technician access level,select thesystem-setupoption. Press and hold theALT key and press theY key or highlightsystemset-upand press theENTER key. Thesystem-setupoptions will open.

2. To select thevoice port configurationoption, pressthe up or down arrow key to highlightvoice portconfig., then press theENTER key. Thevoiceport configuration window will open (see Figure5-11).

3. Press theTAB key to highlight the box forvoiceport 01under thestationcolumn. Enter theintercom number for the first voice port and presstheENTER key. The highlight will now be underthetypecolumn.

4. To change between thenot used, DVA01, andDVA16option, press the up or down arrow key.Press theTAB, key to select the option required.Alternately, press theENTER key and thenotused, DVA01,andDVA16options will appear.

Use the up and down arrow keys to highlight theselection required and press theENTER key.Press theTAB key to select the option required.

Only one type of DVA unit can be selected at a time.

NOTE: “Not used” disables the voice port.

5. Use theTAB key to advance to the next voice portto be set up. Repeat steps 3 and 4 as required.

6. After you have set up all the voice ports used inQuickQ, save the programming. Press theALTkey and theS key to save programming to the harddrive. Thesave voice port configuration?windowwill open with aYes Nooption.

7. Press theTAB key to select theyesoption or pressthe left arrow key to highlightyesand press theENTER key.

QQ58

Figure 5-11. Viewing The Voice Port Configuration Window



Setting Up The DVA01

Use the following guidelines when setting up the DVA01.

1. Use dedicated DVA01 units forQuickQmessages.2. Refer to the DVA01 operating instructions in your

DXP, DXP Plus, and FX Series DigitalCommunications Systems LCD SpeakerphoneReference Manual(GCA70-250 for Impacttelephones and GCA70-226 for DigiTechtelephones).

3. If you are using other DVA01 units for purposesother thanQuickQ(DISA calls, for example),unplug those units while recordingQuickQmessages.

4. If you have two dedicated DVA01 units forQuickQ, record two copies of your messages at thesame time. Note that you cannot have more thantwo DVA01 units installed forQuickQ.

5. Verify programming results when you are finishedrecording by checking the voice allocation (byDVA) in the DXP programming printout.

6. Make sure that a DVA16 is not installed. TheQuickQ system cannot use both DVA types at thesame time.

DVA01 Limitations

When using the DVA01 withQuickQ, the following limitations apply.

1. QuickQcannot support more than two DVA01units.

2. You can record only four messages and they mustbe assigned to message numbers 44 through 47.These message numbers are reserved forQuickQ.

3. QuickQcannot support both DVA16 and DVA01at the same time.

4. You must control all DVA01 functions, likerecording or deleting messages, from the DXPattendant’s station (station 10).

5. You can record messages on the DVA01 whileQuickQ is active; however, if you are recording atthe same time the system is receiving a call, thecaller may not hear any recorded message.

6. The installer must know where theQuickQmessages reside and program the appropriateextension numbers using the voice portprogramming screen.

7. Neither theQuickQtechnician nor the supervisorcan record or play DVA01 messages.

8. QuickQcannot display message limits for theDVA01.

9. The DVA status, displayed in the CLOCKwindow, always showsDVA01 when the systemis using the DVA01.

10. The announcement (message) backup feature isdisabled.



Programming The QuickQ Printer Information

Use the following steps to program the information required byQuickQto allow it to print to the data printer.

1. After you have opened the technician access level,select thesystem-setupoption. Hold down theALT key and press theY key or highlight thesystem set-up and press theENTER key. Thesystem-setupoptions will open.

2. To select theprinter setupoption, press the up ordown arrow key to highlight theprinter setupoption and press theENTER key. Theprintersetupwindow will open with the highlight undertheprinter typeselections. See Figure 5-12 fordetails.

3. To select theprinter type, press the up or downarrow keys to highlight required printer and presstheTAB key to select it. The highlight will moveto theprinter port selections.

To ensure reliable printout results, only use those dataprinters that the menu lists. Data printers other thanthe ones listed on the menu may not interface properlywith theQuickQsoftware.

4. To select theprinter port, press the up or downarrow keys to highlight the required port and presstheTAB key to select it. The highlight will moveback to theprinter typeselections.

5. To save the printer parameters, press and hold theALT key and press theSkey. Thesave printerconfiguration?window will open with aYes Nooption.

6. To select theYesoption, either press theTAB keyor press the left arrow key to highlightYesandpress theENTER key.

QQ59

Figure 5-12. Viewing The Printer Setup Window.



Programming The External Overflow Extensions

You can select up to four DXP personal or group intercom numbers to accept redirected unanswered calls. Thesenumbers must be intercom numbers that are not part of theQuickQACD group assignments. These overflowextensions accept overflow calls from all 16 ACD groups. External overflow is associated with the inter groupoverflow feature discussed in GCA70-336,System Manager’s Guide. That feature causes a call to overflow withina group a maximum of four times. The fourth overflow is to the extension numbers that you set with this externaloverflow feature. With that, further call processing occurs outside theQuickQenvironment.

1. After you have opened thetechnician accesslevel,use the arrow keys to highlight theintegration-setupoption, and press theENTERkey to select the feature.

2. The display highlights theexternal overflowselection. Press theENTER key to select thefeature.

3. To assign theoverflow extensions, press theTAB

key to select the desired overflow extension, andtype the intercom number. Repeat this procedureuntil you have entered all desired overflowextensions.

4. To save the overflow extension parameters, pressand hold theALT key and press theS key. Thesave overflow extension?window will open withtheYes Nooption.

QQ60

Figure 5-13. Viewing The Overflow Extension Setup Window



Upgrading The System

You can upgrade the system’s “B” and “C” packages by typing in a specific password inQuickQ. You can thenincrease the number of agents by 24 in increments of 12 agents. In this manner, you can grow the “B” package toa maximum capacity of 72 agents and the “C” package to a maximum size of 96 agents. Using theQuickQsystem upgradewindow shown in Figure 5-14, you enter a password to change the agent size, and disable orenable the optional wallboards when they are used.

NOTE: DVA announcement capacity and group capacity is fixed. Growth of agents is all that thegrowth allows.

1. After you have opened thetechnician accesslevel,use the arrow keys to highlight theUpgradeoption, and press theENTER key to select thefeature.

2. The display highlights theUpgradeselection.Press theENTER key to select the feature.

3. Copy down the unique ID in your system andcontact COMDIAL for the password to change theagent size and/or wallboard options.

4. Enter your Password and press theENTER key.

NOTE: The upgrade window displays the currentagent size and wallboard option.

CAUTION

Do not enter an invalid password. Thismay disable your capability to upgradeyour overall system.

QQ62

1 2 3 4 5 6 7 8 9 0

Figure 5-14. Viewing The System Upgrade Window



Detailing The QuickQ Batch Files

This section details several batch files that are crucial toQuickQoperation.

The contents of theCONFIG.SYS file are shown in the following list.

FILES=40BUFFERS=40,0BREAK=ONSTACKS=0,0

The contents of theAUTOEXEC.BAT file with REACHOUTsoftware are shown in the following list.

@echo offprompt $p$gPATH C: \DOS;C:\;C:\quickq;c: \mouse\mouseset rchpath=C:\REACHOUT\C:\REACHOUT\\rchsr/name=QUICKQC:\REACHOUT\\rchdosC:\REACHOUT\\dosgraphC:\REACHOUT\\rchfiled buffer size=8cd\quickqdelay 120IF ERRORLEVEL 1 GOTO EXITquickq:EXIT

The contents of theAUTOEXEC.BAT file without REACHOUTsoftware are shown in the following list.

@echo offprompt $p$gPATH C: \DOS;C:\;C:\quickq;c: \mouse\mousecd\quickqdelay 120IF ERRORLEVEL 1 GOTO EXITquickq:EXIT



The contents of theQuickQ.BAT file are shown in the following list.

ECHO OFFREM QuickQ program:beginacd /c2 /q3 /e3 /b19200 (See detailed descriptions of these switches below.)if errorlevel 3 goto reportif errorlevel 2 goto dataif errorlevel 1 goto exitscandisk c: /autofix /nosummarydatechkif errorlevel 1 goto month1goto month0:month1defrag c: /f:month0bootinggoto begin:reportecho Execute report backup/cleanup utilityqqbackgoto begin:dataecho Restoring data files.copy a:*.datif exist *.bak del *.bakgoto begin:exitscandisk c: /autofix /nosummary

The descriptions of the software switches you can set in line four of the QuickQ.BAT file are as follows:

Switches Description

/b19200 Selects 19200 baud rate (DXPPlusonly). When switch is notused, the default baud rate is 9600.

/c2 Activates COM port 2 on the personal computer .(QuickQuses COM port 2.)

/d2 Turns the debug routine on. Data is buffered and thenwritten to the disk. (Use this switch only when recommendedby Comdial’s Technical Services.)

/e? Changes the queue escape digit (? = 1 through 9).

/q3 Selects software revision 3.1 (/q2 selects software revision 2.2)

/v Causes night ringing into QuickQ to be ignored (whenQuickQis innight mode).

/r Ringback tone is generated when a call is transferred toQuickQbyan external device.

/a[xxx] Delay for abandon call timer. [xxx] is number in seconds.

/h[xxx] Number of idle hours before automatic shutdown for system cleanup.




Section 6Reviewing The QuickQ DVA Components

This section provides information on the components within the Digital Voice Announcer (DVA).

Reviewing The DVA Chassis Components

The components shown in Figure 6-1 are the standard components within the chassis and, in most cases, youwould not be change them in the field.

DVA MotherboardThis is the system processing device. TheQuickQDVA’s task of playing and recording announcementsare controlled by the DVA motherboard. Theannouncements are stored digitally on the DVAmotherboard in the Random Access Memory (RAM).The program that controls the DVA resides in theprogram chips on the motherboard.

IDE ControllerThe IDE Controller Card is plugged into the DVAmotherboard. This card provides the interfacebetween the DVA motherboard and the computer’s

RS-232 serial communication link and also providesthe controller for the Floppy Back-up.

Floppy Back UpThe floppy back up is used to store the digitalannouncements on a 3 1/2" 1.44 Megabyte (MB)floppy disk in the case of a power failure to the DVA.The DVA automatically restores messages from thefloppy disk upon power-up.

Power SupplyThe power supply converts AC line voltage to DC. Itprovides the proper voltage to the DVA motherboardand floppy back up.

Voice Channel Cards

IDE Controller

RAM

Program Chips

Voice Channel ConnectorsVoice Channel Ribbon Cables

I/O Board

Power SupplyFloppy Back-up

DVA 25 PairConnector

Motherboard

Power Switch

I/O ChannelConnectors

I/O ChannelConnectors

QD

VA

_.C

DR

Figure 6-1. Reviewing The QuickQ Digital Voice Announcer

Reviewing The QuickQ Components IMI66–130, Section 6

Software Revision 3.1 Reviewing The QuickQ DVA 6 – 1

Reviewing The Voice Channel Card

The voice channel card (Figure 6-2) is designed withfour digital recording and playback channels. Eachchannel includes circuitry that directly interfaces witha DXP digital station port. The DVA can hold amaximum of four voice channel cards. Since eachvoice channel card provides four voice channels, thesystem capacity is a maximum of 16 voice channels.

The voice channel card connects to the I/O Boardthrough a voice channel ribbon cable. You mustconnect all four voice channels to station ports fromthe same DXP station board, and you must connectthem in sequence. This means that you can not skip achannel. If you need to add or replace a voice channel

card, you must turn the power off while you make theinstallation.

By changing the card select jumper J2 and J3 (Figure6-3), you can select the different voice channels (seeTable 6-1 for details).

Example: If you set the jumpers for CARD 0, the firstof four voice channels becomes Voice Channel 1.This corresponds to voice channel 1 on the I/O Board.If you set the jumpers for CARD 2, the first of fourvoice channels becomes Voice Channel 9 on the I/OBoard.

Card Card SelectJumper

VoiceChannel

J2 J30 0 0 1

0 0 20 0 30 0 4

1 0 1 50 1 60 1 70 1 8

2 1 0 91 0 101 0 111 0 12

3 1 1 131 1 141 1 151 1 16

Table 6-1. Selecting The Voice Channel

IMI66–130, Section 6 Reviewing The QuickQ Components

6 – 2 Reviewing The QuickQ DVA Software Revision 3.1

0 1

Card SelectJumpers

1

J2J3

Exploded Side View

JumperStrap

10 LSB10 M

SB

LED PowerIndicator

Voice ChannelConnector

QVC

C

Figure 6-2. Reviewing The QuickQ Voice Channel Card

Reviewing The QuickQ Components IMI66–130, Section 6

Software Revision 3.1 Reviewing The QuickQ DVA 6 – 3

Reviewing The I/O Board

The I/O Board (Figure 6-3) provides both the I/Ointerface from the voice channel cards to the DXP andthe RS-232 serial communication link to the computer

through a male 50-pin connector. There is lightningsurge protection built in the I/O board to protect theDVA components.

QIOC SERIAL

AMPHENOL

CONNECTORVOICE CHANNEL

SERIALCONNECTOR

12

34

Figure 6-3. Reviewing The QuickQ I/O Board

IMI66–130, Section 6 Reviewing The QuickQ Components

6 – 4 Reviewing The QuickQ DVA Software Revision 3.1

Section 7Testing And Troubleshooting

This section provides the basic test procedure and troubleshooting information for theQuickQACD hardware andsoftware installation

Testing The DVA Installation

The following paragraphs provide the testing and troubleshooting information for the DVA during installation.

Testing Voice Channel CardsMake sure the voice port stations that are connected tothe voice channels are programmed properly.

When you first switch on the computer, the messageQuickQ Initialized. All components acquired. OAICodemust appear to indicate thatQuickQis enabled.

From any DXP telephone, press the ACD key (theprogrammed OAI button arranged for this purpose)then dial✳✳832 (✳✳TEC). This action enables thetechnician’s program.

The telephone will show the following displays:

TestVoice Logout

Logout = leave ACD programVoice = test voice channel

Voice Port:Quit

Voice Port = voice port channel to be testedQuit = stop the test

Message 1REC PLAY Quit

REC = record test message 1 (listen for tonethat indicates start of recording).

Quit = stop the test

RecordingSTOP

STOP = stop recording (listen for tone thatindicates stop recording.)

You can play a recorded message to verify that a voicecard is functioning properly.

Message 1REC PLAY Quit

PLAY = play message 1

PlayingSTOP

Record and play back a message at each voice channelof every voice channel card.

Examining Typical Problems

Problem 1: When selecting VOICE to test voice porta message, you see the following display:

Voice Port N/AVoice Logout

This message appears either if a voice port card is notinitialized properly or if the voice port selected doesnot exist. Check theQuickQprogram (messagechannel under system programming) to see if the voiceport is active.

Problem 2: When selecting VOICE to test voice porta message, you see the following display:

PC link N/ALogout

This message appears when the RS-232 serialcommunication link is lost. Check the DVA to see ifit is powered on and check all connections betweenthe PC and the DVA.

NOTE: The message recording and playback testverifies all components of the announcementchannel. If the voice port passes these tests, noother voice port tests are required.

IMI66-130, Section 7 Testing And Troubleshooting

Software Revision 3.1 Testing And Troubleshooting 7 – 1

Testing The QuickQ Software

This discussion provides information on typical software related problems and error messages.

During Initial QuickQ ProgrammingThis paragraph discusses the problems that you mayencounter during the initial QuickQ programming.

NOTE: After making programming changes, rebootthe ACD computer to implement your changes.

Examining Typical Problems

Problem 1: After you have entered the ID# in theSign In window, the error message Invalid ID#appears.

Solution: Be sure the ID# is between 100 and 999.Press theENTER key to close the error messagewindow. Use the backspace key to delete previouslyentered ID# digits, re-type the ID#, and press theENTER key.

Problem 2: After you have entered the proper ID#and password, the system access window will notopen.

Solution: You may have entered an extra digit into theID# or password. Press theESC key to close theSignIn window and clear the ID# and password. Re-opentheSign Inwindow, re-enter the ID#, and press theENTER key. Then re-type the password and press theENTER key.

Problem 3: After approximately one hour ofprogramming without a software key installed, theACD computer exits theQuickQprogram and returnsto the Windows screen.

Solution: Install theQuickQProtecKey in the parallelport on the rear of the ACD computer.

During QuickQ OperationWhenQuickQis in operation, you havetroubleshooting utilities located at theTechnicianAccesslevel. There are four utilities located under thediagnosticsselection. They are theenable QuickQstatus, theagent status, theline status, and thevoiceport status.

Testing And Troubleshooting IMI66-130, Section 7

7 – 2 Testing And Tr oubleshooting Software Revision 3.1

Examining The Enable QuickQ Status Utility

Theenable QuickQ statusallows you to enable theQuickQafter you have programmed the voice portextensions and without resetting the computer. Afteryou have enabledQuickQ, theenable QuickQ optionwill be theQuickQstatus feature. This featureindicatesQuickQ‘s current operating status.

Theenable QuickQ statusoption can provideinformation on the hardware status as seen byQuickQupon initialization and after you display theQuickQstatuswindow. The messages that will appear areshown on the following list.

All Components acquired This indicates that the linesand the Voice Ports arefunctioning.

Line not initialized This indicates a problemwith a line that wasprogrammed as an ACDline. Check the line goinginto theQuickQDVA.Check programming of linesin ACD.

Link establishedbetween PC and DVA This indicates that there is

proper RS-232 serial datacommunication between thePC and the DVA but thereis a problem with one of theother initializationparameters.

Lost link betweenPC and DVA This indicates a problem

with the RS-232 serial datacommunication link. Checkall serial communicationwiring plus, be sure theDVA is powered on.

Voice Ports not initializedThis indicates a problemwith a voice port card thatyou have programmed as amessage channel. Checkthe wiring between theDVA and the DXP stationport. Also check theQuickQmessage channel andextension lengthprogramming for the voiceport extension.

NOTE: If no DVA is connected, the display is normal.

All voice ports initialized This indicates all voice portcards programmed inQuickQare functioningproperly but there is aproblem with one of theother initializationparameters.

QuickQinitialized This indicates the ACDsoftware is initialized.

OAI Key Code = xxx This indicates the OAI keycode.

TheQuickQ statuswindow provides information onthe communication status ofQuickQand the featurecodes. The messages that show are listed below.

Lost communicationwith announcer This indicates a problem

with the RS-232 serialcommunication link. Checkall serial communicationwiring and be sure the DVAis powered on.

Normal communicationwith announcer This indicates correct

RS-232 serialcommunication between thePC and the DVA.

OAI Key Code = xxx This indicates the OAI keycode.



Examining The Agent Status Utility

Theagent statusis a real-time agent status window.This window shows the current state of the ACDagents. The first column shows the agent’s name.The second column shows the agent’s state. The thirdcolumn shows the call state for the agent’s line.

The agent status states that will appear are shown inthe following list.

ACCEPT Supervisor accepts requestfor help

ACC_CODE Agent or supervisor enteringaccount code

IN_ANSWER Agent answered incomingcall

BUSY_STATE Agent in busy state

CALL_WAIT An ACD call is presentingto an agent

HELP_REQ Agent requesting help fromthe supervisor

IDLE_STATE Agent in idle state

OUT_ANSWER Agent on outgoing call

PASSWORD Agent or supervisor enteringpassword

REJECT Supervisor reject request forhelp

SIGN_IN Agent or supervisor signingin

TRAN_FAIL An ACD call is presentingto an agent. (The call shouldredirent to another agent,but no other agent isavailable).

S_MODE Supervisor changing modeof operation

S_PLAY Supervisor playing message

S_RECORD Supervisor recordingmessage

S_STOP Supervisor stop playing orrecording message

WRAP_UP/WAIT_DISP Agent has ended call and isin wrap_up state

The call state that will appear are shown below.

C_ANSWER_STATE Call answered by an ACDagent

C_DISPLAY_STATE Call displayed on an ACDagents telephone

C_HOLD_STATE Call on hold by agent

C_IDLE_STATE No call activity

NO CALL No call activity

C_MESSAGE_STATE Call listening toannouncement

C_MUSIC_STATE Call listening to music,on-hold tone, or silence

C_OUT_STATE Outgoing call by agent

C_RING_STATE Call processor detectsringing on line



Examining The Line Status Utility

The line statusscan is a real-time line status window.This window shows the current state of the ACD lines.The first column shows the line name. The secondcolumn shows the line state. The third column showsthe call state for the line. The fourth column shows theagent with whom the line is associated. The lastcolumn shows the voice port on which the message isplayed from.

The line status states that will appear are shown in thefollowing list:

ANSWER_STATE Line answered by an agent

ANSWER_WAIT Line answered by an agent

CALLERID_STATE Collecting caller IDinformation. (Caller IDfeature must be enabled inbothQuickQand DXP.)

DVA01_MESSAGE Message to be played online with DVA01

IDLE_STATE No line activity

MESSAGE_STATE Message to be played on line

MONITOR_STATE Line monitored byQuickQwaiting for a transfer to thevoice port (auto attendentmode)

MUSIC_STATE Music, on-hold tone, orsilence to be connected toline

OUTGOING_STATE Line used for outgoing callby an ACD agent

RING_STATE Line ringing—incoming call

RINGON Line ringing, but nomessage to play on line

The call states that appear are shown below:

C_ANSWER_STATE Call answered by an ACDagent

C_ANS_WAITING Call waiting for agent orvoice port

C_DISPLAY_STATE Call displayed on an ACDagents telephone

C_HOLD_STATE Call on hold by agent

C_IDLE_STATE No call activity

NO CALL No call activity

C_MESSAGE_STATE Call listening toannouncement

C_MUSIC_STATE Call listening to music,On-hold tone, or silence

C_OUT_STATE Outgoing call by agent

C_RING_STATE Call processor detectsringing on line

Examining The Voice Port Status Utility

Thevoice port statusscan is a real-time voice portstatus window. This window shows the initializedvoice ports and their current state. The voice portstates are shown on the following list:

CH_NOT_INIT Voice port not initialized

CH_IDLE Voice port idle

CH_RECORD Voice port used forrecording

CH_PLAY XX Voice Port used for playingmessage [xx] to a line.

CH_SUPER_PLAY Voice port used for playinga message by the supervisoror technician

CH_WAITING Voice port is waiting for amessage to be played orrecorded

Theclockwindow provides useful information. Theline under the clock shows the status of the DVA. Italso show the hard disk usage. The clock states are asshown below:

Normal indicates there is noproblem with the DVA

Inactive indicates that there is aproblem with the DVA

Backup indicates that the floppyback-up is currently backingup the messages in the DVA

Problem: Clock shows DVA inactive.

Solution: Check to see if DVA is powered off. If so,turn on the power to it. Also, check all wiring for theRS-232 serial communication link. Finially, reset theDVA by powering the unit off and on.



Using Caller Input Queue Escape

This discussion provides information on the use, programming, and troubleshooting the queue escape feature.

Using The Queue Escape Feature

This feature provides callers with an escape optionwhile waiting in a queue for an available agent. WhenQuickQis playing a message, callers can enter apreprogrammed digit to go to the escape extension.The digit which the caller is instructed to enter isdefined by the program manager and is programmedby the technician. The escape extension is one of theoverflow extensions that is selected by the systemmanager through the Group Setup Window.

Programming The Escape Digit

The default escape digit is number one. You canchange this to any number (1–9) by setting a DOSswitch outside ofQuickQ. Enter /E? (? = new escapedigit).

Troubleshooting The Queue Escape Feature

Problem: Callers complain that they cannot escapethe queue when pressing the escape digit. Also, anumber of unsuccessful attempts to escape the queueduring the messages is reported in the appropriatereports to the system manager.

Solution: Add more DTMF tone detection devices tothe Digital Communications System.



Section 8Installing The New Voice Channel Cards

This section describes how to install additional Voice Channel Cards.

Insert the new voice channel card into a slot on theDVA motherboard (Figure 6-1). Connect the voicechannel card to the I/O Board with a ribbon cable(Figure 4-1), and secure it to the DVA chassis withtwo #6-32 1/4-inch machine screws.

NOTE: Wear a ground strap when working inside theDVA chassis to avoid damaging the DVAcircuit boards with a static electricity discharge.

1. Remove the three screws that secure the frontcover of DVA chassis, and lift the front cover upslightly.

2. Locate the next open slot in the DVA motherboardto insert the voice channel card.

3. Set the jumpers J2 and J3 to the next voicechannel card. Refer to Table 6-1 for jumpersettings.

4. Switch the power OFF on the DVA.

NOTE: Be sure to back up all of the pre-recordedannouncements to the floppy disk beforepowering off the DVA.

5. Insert the voice channel card into the open slot inthe DVA motherboard. Push the voice channelcard straight down until it is snugly in place andthe metal bracket is flush with the securingbracket.

6. Use the two #6-32 1/4-inch machine screws tosecure the voice channel card to the DVA chassis.

7. Connect the ribbon cable to the voice channelconnector (Figure 6-2). The red stripe on theribbon cable indicates Pin 1 on the ribbonconnector. The voice channel connector on thevoice channel card has pin 1 labeled.

NOTE: The red stripe on the voice channel ribboncable must face toward the outside of the DVAchassis.

8. Connect the other end of the ribbon cable to thevoice channel connector on the I/O board (Figure6-3). The voice channel connectors on the I/Oboard are labeled 1 through 4, to correspond to thefour possible voice channel cards. Select theproper connector for the voice channel card beingadded. The voice channel connector on the I/Oboard has Pin 1 labeled.

NOTE: The red stripe on the voice channel ribboncable must be facing out of the DVA chassis.

9. Switch the power ON on the DVA.

10. Test the voice channel card. Refer to the Section7 paragraph titled,Testing voice channel card.

11. Close cover.

Installing The New Cards IMI66–130, Section 8

Software Revision 3.1 Installing The New Cards 8–1


Appendix 1Using QuickQ With A Mouse

A mouse is a device that allows you to move a cursoron the screen to specific points for data entry, andother menu selections (Figure A1-1). An arrow image,called the mouse pointer, moves on the screen whenyou move the mouse. Practice moving the pointer.Stay away from the menu bar at the top of the screen.(If you accidentally make a menu appear, you canmake it disappear by moving the pointer out of themenu and pressing and releasing the left mousebutton.)

Occasionally the pointer might seem to disappear.Usually it is just off the screen. To make the pointerreappear, move the mouse in a circle a few times.

To move the mouse without moving the pointer, lift upthe mouse. The pointer doesn’t move while the mouseis in the air.

Most of the time, you use one of the following twomouse button techniques:

• clicking,

• dragging.

Clicking (Selecting an item): To click, press the leftbutton and immediately release it. By clicking, youcan select an item, such as a menu or an icon.

Note that the top left corner of the screen has a sign-inlabel. Use it to perform the following exercise. Placethe pointer at the sign-in title and click the mousebutton.QuickQopens a window.

Dragging (Moving a window): Dragging consists ofthree steps:1. pressing and holding the left mouse button,2. moving the mouse,3. releasing the mouse button.

Dragging allows you to move the position of awindow on the screen. You can position differentwindows on the screen to give yourself a better viewof system set-up parameters (for example, theannouncement window and the line group window).Having both windows appear at the same time, youcan identify the announcement messages assignmentthat is relative to the line groups. To move the sign inwindow, place the pointer on the title bar (systemaccess), and drag. As you drag, an outline of thewindow moves with the pointer’s. Practice movingthe sign in window on the screen.

Figure A1-1. Using The Mouse

Using QuickQ With A Mouse IMI66–130, Appendix 1

Software Revision 3.1 A1–1

Window Graphic in QuickQ

If you are familiar with a window environment, youcan skip this discussion.

QuickQis easy to use. Most of what you see and do inthe ACD console happens in a window. A window is ascreen area that theQuickQsystem uses to exchangeinformation with you. There are many windows. Forexample, you enter your password through a window,QuickQdisplays the Line-group data through awindow, and so forth. You can move, resize, zoom,overlap, close and open one or more windows in onescreen. While you can have any number of windowsopened, only one window can be active at any time.The active window is the one that you are currentlyworking in. Any command that you choose or text youtype generally applies only to the active window.

The active window always has a close box, and mayhave a zoom box, scroll bars, and a resize corner.(Figure A1-2 shows a typical window). If yourwindows are overlapping, the active window is alwaysthe one on top of all the others (the foremost one).

As stated above, allQuickQwindows have thefollowing features in common:

• a title bar,

• a close box.

The Title Bar : The topmost horizontal bar of awindow contains the name of the window. You candrag the title bar to move the window around.

The Close Box:This is the box in the upper leftcorner. You click your computer’s mouse on this boxto quickly close the window.

The Zoom Box:This box may appear in the upperright corner. If the icon in that corner is an up arrow,you can click on the arrow to enlarge the window. Ifthe icon is a doubleheaded arrow , you can click onthis to return the window to its previous size.

Some of the more complex windows have thefollowing additional features:

• scroll bars,

• resize edges.

Scroll Bar: The scroll bar, if available, appears in theright side of the window. You use your mouse withthis bar to scroll the contents of the window. Click onthe arrow at either end to scroll one line at a time.(Keep the mouse button pressed to scrollcontinuously.) You can drag the the scroll box at anyspot on its bar to move it to a more convient position.

Resize Edges:The four extreme edges of a windoware the resize edges. You can drag any edge to makethe window larger or smaller.

Help Box: A help window, if available, will give youfurther instructions specific to the active window.Press F1 to open the help window.

Figure A1-2. Viewing A Typical QuickQ Window

QQ61

IMI66–130, Appendix 1 Using QuickQ With A Mouse

A1–2 Software Revision 3.1

Appendix 2Reviewing The Programming Road Map

Start-up, Technician’s, And System Manager’s Screens

SEE NEXT PAGE FOR GROUP SUPERVISOR’S SCREENS

Start-up ScreensSign-In

ID # XXXPassword XXX

Technician’s ScreensSystem Setup

QuickQ Master SetupMaster ExtensionMaster 2 ExtensionQuickQ OAI Key Code

QuickQ Line SetupNameGroupSubgroupLine No.

DID/DNIS TableTable 1Table 2Table 3Table 4

Voice Port Config.Voice Port No.StationType

Printer SetupPrinter Type

OtherEpson LQHP LaserHP DJ 500HP DJ 550C

Printer PortLPT 1

Integration SetupExternal Overflow

Overflow Extension Setup1st Overflow Extension _ _ _ _2nd Overflow Extension _ _ _ _3rd Overflow Extension _ _ _ _4th Overflow Extension _ _ _ _

PasswordTechnician Password

Old Password XXXNew Password XXX

DiagnosticQuickQ StatusAgent Status ScanLine Status ScanVoice Port Status Scan

UpgradeID # XXXPassword XXXAgent SizeWallboard

System Manager’s ScreensSystem Setup

Company NameID Password

Group Name XXXXXXXXSupervisor Name XXXXXXXXID # XXXPassword XXX

Time/DateDate dd-mm-yyyyTime HH:MM

Intergroup OverflowGroup 01-16

Level 01Level 02Level 03Level 04

AnnouncementMessage

Message 1-16DescriptionCurrent Time MM:SSLimit Time MM:SS

Account CodeStarting Number Range X

Account Code XXXDescription

Stat BinAnswer Bin

Time Bin 1 MM:SSTime Bin 2 MM:SSTime Bin 3 MM:SSTime Bin 4 MM:SSTime Bin 5 MM:SSTime Bin 6 MM:SS

Abandon BinTime Bin 1 MM:SSTime Bin 2 MM:SSTime Bin 3 MM:SSTime Bin 4 MM:SSTime Bin 5 MM:SSTime Bin 6 MM:SS

WallboardSetup

Wallboard 01-16Group 01-16Type Mono/ColorTitle Yes NoTitle DisplaySummary Yes NoBuzzer Yes No

ParameterWallboard 01-16Group 01-16Type Mono/ColorP1-P6

Group ProgrammingGroup 01-16(Link to Group Supervisor Screens)

System BackupAnnouncement Backup

BackupRestore

Configuration BackupBackupRestore

Stats BackupCancelBackup

System Manager’s Screens. . . . (continued)

Management InfoReal Time

System Agent StatusSystem Line Status

Historical ReportsDaily (see box) Report typeWeekly (see box) Report formatMonthly (see box) Note

Current Reports PrintHourly Copy

Report Type Delete(see note) Export

Report FormatNumericalGraphical

NoteAbortSave

PrintPrint NumericalPrint GraphicalPrint All

DailyReport Type

(see note)Report Format

NumericalGraphical

NoteAbortSave


Report ScheduleDaily

Print TypeNumericalGraphicalNumerical/Graphical

Report Type(see note)

Print Time HH:MMWeekly/Monthly



Weekly Report PrintDisableDay of Week

Monthly Report PrintDisableEnable

Wallboard MessageAddSend

Wallboard ScheduleWallboard AlarmConfigurationGroupSystemTechnicianGroup 01-16Print

Note:Report Types are—Answer BinsAbandon BinsIncoming CallTotal TimeAverage TimeSystem CapacityAccount CodeTraffic Analysis (not in current hourly report)

IMI66-130 Programming Road Map


Reviewing The Programming Road Map (continued)

Group Supervisor’s Screens

Access Group Supervisor’s Screens as follows:1. SelectMANAGERfrom the Sign-in Screen.

2. SelectGroup Programmingfrom the Manager Screeen.

3. Select a Group (01-16) from the Group Programming Screen.

4. AnswerYesto the question, Sign Through?

Group SetupParameter Setup

Overflow Threshold MM:SSRedirect Threshold MM:SSAlarm Threshold MM:SSAlarm Threshold Calls in QueuePriority Override MM:SSCall Screening Yes NoAutomatic Force Call Yes NoManual Answer Yes NoForce Account Code Yes NoAll Agents Busy Alarm Yes NoCalling Line ID Yes NoAllow Suspension ofAgent Set Yes NoQueue Escape Extension None

XXXXQueue Escape Digit X

Day to Night ScheduleDisableMonday HH:MMTuesday HH:MMWednesday HH:MMThursday HH:MMFriday HH:MMSaturday HH:MMSunday HH:MM

Agent Group-SetupAgGp_01AgGp_02AgGp_03AgGp_04

Agent Group Name XXXXXXXAgent Name XXXXXXXID # XXXPassword XXXPriority 01-04Wrap-up MM:SS

Line Group SetupLnGp_01LnGp_02LnGp_03LnGp_04

Line Group Name XXXXXXXAnnouncement Assignment

First Message XSecond Message XNight Message XSpecial Message X

Announcement Time SetupFirst Msg Int. Delay MM:SSMusic Interval MM:SS

Line Group Priority 01-04

CLIDCustomer Setup

AddCustomer XXXXXXXPhone Number XXXXXXXXXXXXXPriority 1-4Group 1-16

Night Mode RoutingNoYes

Abandoned Call ReportCurrent

SundayMondayTuesdayWednesdayThursdayFridaySaturdayAutomatic Printing Interval

Disabled30 Min.1,2,4,6,8,12,24 Hrs

Management Info.Real Time Setup

Incoming Call Parameter MM:SSOutgoing Call Parameter MM:SSBusy Time Parameter MM:SS

Real TimeHistorical Reports

Daily (see box) Report typeWeekly (see box) Report formatMonthly (see box) Note

Current Reports PrintHourly Copy

Report Type Delete(see note) Export

Report FormatNumericalGraphical

NoteAbortSave


DailyReport Type

(see note)Report Format

NumericalGraphical

NoteAbortSave


Report ScheduleDaily



Print Time HH:MMWeekly/MonthlyPrint Type

NumericalGraphicalNumerical/Graphical


Weekly Report PrintDisableDay of Week

Monthly Report PrintDisableEnable

Management Info.. . . . (continued)

Wallboard MessageAddSend

Wallboard ScheduleAdd

DayTime MM:SSMessage (70 chars.)

Wallboard AlarmAdd

ParameterFunctionThreshold

ConfigurationGroupSystemTechnicianGroup 01-16Print

Note:Report Types are—Answer BinsAbandon BinsIncoming CallTotal TimeAverage TimeSystem CapacityAccount CodeTraffic Analysis (not in current hourly report)Prefer Customer

Programming Road Map IMI66-130


Appendix 3Using The Report/Data File Conversion Utility

Use thisQuickQconversion utility to upgrade reportsor data files from version 2 to version 3 software.

You can convert files directly in the same PC beforerunning the version 3 program or you can copy the

version 2 files to a different PC running version 3software and then run the conversion utility.

Converting Existing QuickQ 2.0.0 Report Files To QuickQ 3.1.0 Report Files

1. Exit QuickQif it is running.

2. PressShift andF3 keys at the same time.

3. Insert the utility disk labeledQuickQ Conversion Utility Version 1.0.0into disk drive A.

4. Typaa: at the DOS prompt and press theEnter key.

5. Typeconv_repand press theEnter key.

6. Follow the instructions on the screen.

The conv_rep.bat program will convert the report files in c:\stats directory and its sub directories. A copy of thereport files prior to conversion will be saved in the directory called c:\oldstats.

NOTE: Do not attempt to run the utility a second time if the previous try was successful. If, for some reason, youmust reconvert the old files, copy the original files from c:\oldstats to c:\stats and then run the conversionutility again.

Using The Report/Data File Conversion Utility IMI66–130, Appendix 3


Converting Existing QuickQ 2.0.0 Data Files To QuickQ 3.1.0 Data Files

NOTE: Run the QuickQ file conversion utility with the Digital Communications System connected to the COMport of the QuickQ computer. The conversion utility will check for the QuickQ line of the DigitalCommunications System. If the conversion utility cannot verify the line, it will remove the line from theQuickQ programming rather than converting the line data to the new data format.

1. Exit QuickQif it is running.

2. PressShift andF3 keys at the same time.

3. Insert the utility disk labeledQuickQ Conversion Utility Version 1.0.0into disk drive A.

4. Typaa: at the DOS prompt and press theEnter key.

5. Typeconv_datand press theEnter key.

NOTE: The default COM port is COM2 and default baud rate is 9600. Different settings can be specified if thecommand line is as follows:

conv_dat.bat/b96/c1 (for COM port 1 and baud rate 9600)—or—conv_dat.bat/b192/c2 (for COM port 2 and baud rate 19200)

Possible options for COM port number is /c1,/c2,/c3, and /c4 while possible options for the baud rate is/b192 and /b96.

6. Follow the instructions on the screen.

The batch program conv_dat.bat will convert the data files in c:\quickq directory and copy the original datafiles to c:\quickq\qq2_dat directory.

NOTE: Do not attempt to run the utiltiy a second time if the previous try was successful. If, for some reason,you must reconvert the old files, copy the original files from c:\quickq\qq_dat to c:\quickq and run theconversion utility again.

IMI66–130, Appendix 3 Using The Report/Data File Conversion Utility


Publication Index

AAdding Lines ToQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5Additional Materials Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2Agent Status Utility, Examining The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4AUTOEXEC.BAT File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12

BBatch File, Detailing TheQuickQ. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12Button Mapping The Agent And Supervisor Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9Button Mapping The Master Channel Voice Port Stations And The DVA Stations . . . . . . . . . . . . . . 4-9Button Mapping The Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9

CChassis Components, Reviewing The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1CONFIG.SYS File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12Connecting AC Power To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10Connecting The DXP To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6Connecting The DXP To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2Connecting The Personal Computer To The DVA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3Connecting The Personal Computer To The DXP Or DXPPlus . . . . . . . . . . . . . . . . . . . . . . . . 3-4Connecting The Personal Computer To The DXP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5Connecting TheQuickQPROTECKEY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10Connecting Wallboards To The Personal Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8Connecting Wallboards In Terminated And Unterminated Configurations . . . . . . . . . . . . . . . . . . 3-9Converting Report/Data Files From Version 2.0 To Version 3.0 . . . . . . . . . . . . . . . . . . . . . . . A3-1

DDefining TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2Deleting Lines FromQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7Describing TheQuickQFunctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3Detailing The Kit-Supplied Modular To 25-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . 3-4Detailing The Kit-Supplied Modular To 9-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2Detailing TheQuickQBasic Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3Detailing TheQuickQBatch Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14DID/DNIS Lines, Programming The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3DIS/DNIS Tables, Programming TheQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9DVA Components, Reviewing TheQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1DVA Installation, Testing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1DVA Motherboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1DVA Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2DVA01 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10

EEdit QuickQLine-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7Error Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1Examining The Agent Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4Examining The EnableQuickQStatus Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3Examining The Line Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5Examining The Voice Port Status Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5External Transferring To Line Subgroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

IMI66-130 Publication Index

Software Revision 3.1 Index–1

FFloppy Back Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

HHardware Required, Tools And . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

II/O Board, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4IDE Controller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1Installation Cable Kit Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1Installation Check List, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1Installing The New Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1Installing TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1Interconnection, Reviewing The System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9Introducing TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

LLine-Setup Add Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5Line Status Utility, Examining The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5Lines, Adding toQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5Lines, Deleting FromQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6Lines, Moving TheQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7Listing The Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

MMaintenance Kit, Online File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2Manual Organization, Understanding The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1Modular To 25-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4Modular To 9-Pin EIA Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2Mounting Considerations (DVA16) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3Mounting The Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3Mounting The DVA16 Cabinet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3Mounting The Optional Wallboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4Mouse, UsingQuickQWith A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1Mouse, Using The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1Moving TheQuickQLines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8

OOnline File Maintenance Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2Optional Wallboard Equipment Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2Optional Wallboards, Mounting The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4Overflow Extension Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11Overviewing TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

PPerforming Initial Programming ForQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1Personal Computer, Connecting Wallboards To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8Personal Computer Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2, 3-4Personal Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10Programming Class Of Service For Master Channels And DVA Ports . . . . . . . . . . . . . . . . . . . . 4-4Programming, Initial Performing ForQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1Programming Road Map, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2-1Programming The DID/DNIS Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3Programming The DXP Line Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2Programming The DVA Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7

Publication Index IMI66-130

2–Index Software Revision 3.1

Programming The DXP Digital Communications System . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1Programming The DXP System Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1Programming The External Overflow Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12Programming The Master Channel 1 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-5Programming The Master Channel 2 Voice Port Station Features . . . . . . . . . . . . . . . . . . . . . . . 4-6Programming The OAI Number And Master Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4Programming TheQuickQDID/DNIS Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9Programming TheQuickQPrinter Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11Programming TheQuickQVoice Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9Programming The Serial Data Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2Programming The Supervisor And Agent Station Features . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

QQuickQ.BAT File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14QuickQDigital Voice Announcer, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1QuickQFunctions, Describing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3QuickQI/O Board, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2QuickQPackage Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1QuickQProteckey, Connecting The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10QuickQStatus Utility, Examining The Enable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3QuickQSystem, Defining The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2QuickQSystem, Installing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1QuickQSystem, Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1QuickQSystem Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5QuickQ System, Wiring The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1QuickQVoice Channel Card, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3QuickQ, Window Graphic In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-2

RRelated Publications, Listing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1Reviewing The DVA Chassis Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1Reviewing The I/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4Reviewing The Installation Check List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1Reviewing The Programming Road Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2-1Reviewing TheQuickQDigital Voice Announcer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1Reviewing TheQuickQDVA Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1Reviewing TheQuickQI/O Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2Reviewing TheQuickQVoice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3Reviewing The System Interconnection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11Reviewing The Voice Channel Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2Road Map, Reviewing The Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A2-1

SSelecting The 19200 Baud Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2Setting Up The DVA01 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10Setting Up The Personal Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1Signing Into The Technician Access Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2Sizing Options, Using System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3Software Packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2Supervisor/Manager Sign-in Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3System Access Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2System Components, Understanding The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4System Interconnection, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11System-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

IMI66-130 Publication Index

Software Revision 3.1 Index–3

TTechnician Access Level, Signing Into The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2Technician Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3Testing And Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1Testing The DVA Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1Testing TheQuickQSoftware, During Initial Programming . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2Testing TheQuickQSoftware, During Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2Testing Voice Channel Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2The ACD Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4The Central Call Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4The Digital Voice Announcers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4The Optional Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4The Telephone Switching System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4Tools And Hardware Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2Troubleshooting, Testing And . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

UUnderstanding The Manual Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1Understanding The System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4Upgrading The System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13UsingQuickQWith A Keyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1UsingQuickQWith A Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1Using System Sizing Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3Using The Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-1Using The Wallboard Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

VViewing The ACD Line-Setup Add Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6Viewing The ACD Line-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5Viewing The EditQuickQLine-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7Viewing The Error Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1Viewing The Overflow Extension Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11Viewing The Printer-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10Viewing The Supervisor/Manager Sign-in Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3Viewing The System Access Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2Viewing The System-Setup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4Viewing The Technician Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3Viewing The Voice Port Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9Voice Card Package Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2Voice Channel Board, Reviewing The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2Voice Channel Cards, Installing The New . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1Voice Channel Cards, Testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2Voice Port Configuration Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9Voice Port Status Utility, Examining The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5

WWallboard, The Optional . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4Wallboard Option, Using The . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3Window Graphic InQuickQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A1-2Wiring TheQuickQSystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

Publication Index IMI66-130

4–Index Software Revision 3.1

This manual has been developed by Comdial Corporation (the “Company”) and is intended for the use of its customers and service personnel. Theinformation in this manual is subject to change without notice. While every effort has been made to eliminate errors, the Company disclaims liabilityforany difficulties arising for the interpretation of the information contained herein.The information contained herein does not purport to cover all details or variations in equipment nor to provide for every possible contingency to be met inconnection with installation, operation, or maintenance. Should further information be desired, or should particular problems arise which are notcoveredsufficiently for the purchaser’s purposes, contact Comdial, Inside Sales Department, P.O. Box 7266, Charlottesville, Virginia 22906.

LIMITED WARRANTYThe initial hardware and software of all Comdial Corporation (“Comdial”) products shall be referred to collectively herein as the “Product”.Products containing some other manufacturer’s warranty are warranted solely by the manufacturer thereof as set out in such warranty and aresold by Comdial strictly “as is”. Comdial warrants, only to its purchaser and its authorized dealers, that, under normal operating conditions,(a) the Product hardware (except for fuses, lamps and other consummables) and the medium on which the Product software is contained willbe free from defects in material and workmanship, and (b) the Product software will perform substantially in accordance with the Productspecifications established by Comdial, in each case for the period specifically stated in the installation manual, user guide or other literatureaccompanying or for the Product, measured from the manufacturing date stamped on the Product hardware or software, as the case may be,provided however, development products, i.e., products which have not yet been approved by Comdial for production, are sold pursuant toComdial’s field trial agreement and are warranted as set out therein. Comdial’s sole obligation under this warranty or under any other legalobligation with respect to the Product is to repair or replace, at its option, the Product at its Charlottesville, Virginia, headquarters, free ofcharge, if the Product is deemed defective by Comdial during the warranty period, with refurbished or new equipment or parts, at Comdial’soption, when the Product is returned to Comdial, freight or postage prepaid, during the warranty period, provided however, if Comdial is notable, using reasonable efforts, to cure or correct a defect, Comdial’s sole obligation shall then be to refund (or cause to be refunded) anequitable portion of the price Comdial was paid for the Product. This warranty does not apply if, in the sole judgement of Comdial, theProduct, or any part(s) or component(s) thereof, have been improperly installed or installed or used in combination or in assembly withhardware or software not supplied by Comdial and which are not compatible with the Product or which are of inferior quality, design orperformance, or the Product, or any part(s) or component(s) thereof, have been improperly handled, misused, abused, altered, tampered with,accidentally damaged, or damaged or malfunction or fail to function due to neglect, negligence, contamination (by liquid or otherwise) or as aresult of any other causes beyond Comdial’s reasonable control, including extraordinary wear and tear and acts of God such as fire, flood,water, or lightning or other incidence of excessive or insufficent voltage or failure to follow instructions. Repair, wiring, or alteration of theProduct other than as specifically authorized by Comdial or its authorized repair agent is prohibited and will void this warranty. Thiswarranty does not cover costs associated with installation, removal, or reinstallation of the Product. Comdial does not warrant that theProduct is compatible with all telephone or switching systems or that the Product is invulnerable or immune from unauthorized or fraudulentuse, or unaccounted for access to the Product. THIS WARRANTY IS EXCLUSIVE, BEING IN LIEU OF ALL OTHER WARRANTIES,EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF MERCHANTABILITY ORFITNESS FOR A PARTICULAR PURPOSE.

LIMITATION OF LIABILITYWITHOUT EXPANDING UPON THE FOREGOING WARRANTY, THE MAXIMUM LIABILITY OF COMDIAL UNDER ANYWARRANTY, STATUTORY, EXPRESS OR IMPLIED, IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCT. COMDIALSHALL HAVE NO RESPONSIBILITY FOR DAMAGE TO PROPERTY OR ANY OTHER LOSS OR INJURY, INCLUDINGCONSEQUENTIAL, INCIDENTAL, OR INDIRECT DAMAGES, SUCH AS LOSS OF PROFITS OR LOSS OF BUSINESSINFORMATION, DAMAGES DUE TO BUSINESS INTERRUPTION OR ANY OTHER PECUNIARY LOSS, EVEN IF COMDIAL HASBEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, OR PUNITIVE DAMAGES, RESULTING FROM THE PURCHASE,POSSESSION, INSTALLATION, OPERATION, REPAIR, USE OF OR INABILITY TO USE, THE PRODUCT, OR THEUNAUTHORIZED OR THE FRAUDULENT USE OF, OR UNACCOUNTED FOR ACCESS TO, THE PRODUCT, ALL SUCH CLAIMSBEING HEREBY EXPRESSLY WAIVED. THE PURCHASER’S EXCLUSIVE WARRANTY AND REMEDY SHALL BE ONLY ASSTATED HEREIN.

This warranty gives you specific legal rights and you may also have other rights which may vary from state to state. Some states do not allowlimitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages, so the abovelimitations may not apply to you. If the Magnuson Moss Act should be held to apply to the sale of the Product by a court of competentjurisdiction, the implied warranty of fitness for a particular purpose shall extend for one year from the date of manufacture. No Comdialdealer nor any other person or entity other than Comdial may extend or modify this warranty, and no such modification or extension shall beeffective unless it is in writing.Warranty/rev1/lpf: 1/21/97

Printed in U.S.A. IMI66-130.039/97

Automatic Call Distributor - ohiotele.com QuickQ ACD Rev 3.1... · QuickQ is a fully integrated Automatic Call Distribution System for Comdial digital communications systems. An Automatic

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