Comdial Quick Q, User Manual

Page 1: ...Quick Q Supervisor s User Guide ...

Page 2: ...bility Accordingly some features identified in this publication will not operate if some other feature is activated Comdial disclaims all liability relating to feature non compatibility or associated in any way with problems which may be encountered by incompatible features Notwithstanding anything contained in this publication to the contrary Comdial makes no representation herein as to the compa...

Page 3: ... In To QuickQ 3 5 Changing The Mode Of Operation 5 6 Recording Announcements 6 7 Reports 9 8 Monitoring Agents 10 9 Responding To Help 12 10 Call Processing 14 Receiving ACD Calls 14 Using Calling Number ID 14 Placing Outgoing Calls 15 Assigning An Account Code 15 11 Things To Remember 16 12 Log in Procedure 17 13 Responding to Request for Help 18 14 Supervisor s Menu 19 ...

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Page 5: ...your telephone in order for you to answer calls The following features can be programmed on the programmable buttons at your telephone Intercom Page QuickQ Headset Line Group Caller ID Park Telephone Speaker Dialpad Handset Programmable Buttons Microphone Opening Intercom Button QQSCS LCD Alphanumeric Display Interactive Buttons NOT programmable Transfer Conference Button R Volume Up Volume Down N...

Page 6: ...rations below Lines five and six of the display and the bottom three buttons provide the same information as do the telephones that have a 16 character by two line display Figure 2 1 Example of Large Screen Display Call Waiting Time NN MM SS XXXXX XXXXX XXXXX GP SELECT NEXT XXXXXXXXXXXXXXXX CALL CDR Line 1 Display Title Line 2 NN total number of calls waiting in all of this agent s call groups MM ...

Page 7: ...to enter your agent ID number Use the keypad to enter your ID number Press the RETRY interactive button if you enter an incorrect digit This line indicates your present status This line indicates the function of the interactive buttons Quick Q Group Name BUSY HELP LOG After 2 seconds Quick Q Group Name BUSY HELP LOG Agent ID RETRY QUIT Valid Agent ID This display prompts you to enter your password...

Page 8: ...utton The above display indicates you are now signed into Group 1 and the group is in Day mode To access the supervisor menu press the MENU interactive button To change the mode of operation press the MODE interactive button To log out of QuickQ press the LOG interactive button Three modes of operation are available day night or special Day Day announcements and call routing Night Night announceme...

Page 9: ... mode of operation for the group To change the mode of operation manually for the group press the MODE interactive button Press the interactive button that corresponds to the desired mode of operation for your group Group 1 Day MENU MODE LOG This display indicated that group 1 is in day mode Group Mode DAY NIGHT SPEC L ...

Page 10: ... voice announcer to access a voice port Once a voice port is available the following display is shown This is the supervisor s menu display All supervisor features are accessible through this display Waiting 02 T 00 Message ReportAgent Time Free 200 seconds RETRY CLEAR QUIT Indicates how much time is currently available for recording After 2 seconds Message ___ RETRY CLEAR QUIT Clear all messages ...

Page 11: ...hed recording To accept the message recorded press YES You will then return to the Time free display to allow you to continue recording additional announcements If you do not want this message press NO The system will immediately begin recording again Message 01 00 seconds REC PLAY QUIT Indicates the current time recorded for this message Recording Message 01 STOP Indicates which message you are r...

Page 12: ...ay press QUIT Refrain from recording messages during peak calling periods since while you are recording you are using one of the voice ports This could result in longer than usual ring delays for callers If your system is programmed to leave returned numbers in the redial queue the display shows a 7 character next to the returned numbers To determine who viewed the number and returned the call dia...

Page 13: ...o it this report will show zeros From the idle display press MENU This display is the supervisor s menu display Press the REPORT interactive button Indicates the cumulative answered and lost calls on the group s lines for the day To return to the idle display press QUIT Waiting 02 T 00 RETRY CLEAR AGENT This display is the supervisor s menu display Ans 123 Lost 4 QUIT Indicates the cumulative answ...

Page 14: ... agent you want to monitor or press SCAN and the system will select an agent for you Agent ID QUIT Allows you to select the specific agent you want or to have the system select an agent SCAN RETRY Louise 00 45 SCAN SELECT QUIT Indicates the selected agent and the time the agent has been in his or her current state Louise Incall SCAN SELECT QUIT Shows the current state of the selected agent This ag...

Page 15: ...ion press the SELECT interactive button You will then be able to listen to the conversation without the agent or the caller hearing you Indicates which agent s conversation you are monitoring Press SCAN to have the system select another agent or press QUIT to enter another agent s ID Press QUIT twice to return to the idle display Monitor Louise Indicates which agent s conversation you are monitori...

Page 16: ... telephone will beep and this display will appear To reject the call for help press the REJECT interactive button The agent will be notified that you are unavailable Group 1 Day MENU MODE QUIT Indicates Idle state with group 1 in the day mode Request for Help ANSWER REJECT Indicates an agent is requesting your assistance Louise Calling ANSWER REJECT Indicates the name of the agent requesting help ...

Page 17: ...nd the caller or just the agent at the agent s discretion The agent has the option to transfer the call to you or disconnect you from the conversation While connected to this call your display will be as follows To disconnect from the conversation press QUIT Calling Louise CANCEL Indicates the name of the agent requesting help Louise Indicates the name of the agent requesting help Louise Line 10 ...

Page 18: ... using the agent s intercom number Please refer to the Agent s User Guide for details on receiving ACD calls 10 2 Using Calling Number ID When your system has been configured for using Calling Number ID also known as Automatic Number Identification ANI the caller s number will flash in the lower portion of the display If you answer the call the number appears in the upper half of the display Calle...

Page 19: ... CID button again To dial one of the numbers stored in the redial queue press the programmed SAVED NUMBER REDIAL button and the system will automatically redial the number displayed If your system is programmed to leave returned numbers in the redial queue the display shows a 6 character next to the returned numbers To determine who viewed the number and returned the call dial the 6 button 10 3 Pl...

Page 20: ...utton to resume The agent cannot log out if he or she is the last one in the group to answer To log out after answering last the agent must change the mode of operation to Night or Special and then log out If you choose to accept ACD calls be sure to log out or press the menu interactive button to make your station busy when you leave your desk or when you are unable to answer ACD calls ...

Page 21: ...al 17 12 LOG IN PROCEDURE Answer Call YES NO Group 1 Day MENU MODE LOG Agent ID RETRY QUIT Group Mode DAY NIGHT SPEC L Password ___ RETRY QUIT Welcome QuickQ DAY NIGHT SPEC L Group Mode DAY NIGHT SPEC L Exit from QuickQ YES NO DATE TIME OPTIONS ...

Page 22: ...Responding to Request for Help 18 Comdial Oct 02 13 RESPONDING TO REQUEST FOR HELP Request for Help Louise Calling ANSWER REJECT Calling Louise CANCEL Louise Line 10 QUIT Group 1 Day MENU MODE LOG ...

Page 23: ...Y MSG 01 STOP ACCEPT MSG YES NO PLAY CLEAR MSGS YES NO MSG RETRY CLEAR QUIT RECORD MSG 01 STOP MESSAGES CLEAR MESSAGE QUIT MSG RETRY CLEAR QUIT WT T MESSAGE REPORT AGENT WT T MESSAGE REPORT AGENT AGENT ID ___ SCAN RETRY QUIT AGNT SCAN SELECT QUIT MESSAGES CLEAR MESSAGE QUIT AGNT 101 00 SCAN SELECT QUIT GROUP 01 DAY MENU MODE LOG ...

Page 24: ...Supervisor s Menu 20 Comdial Oct 02 Notes ...

Page 25: ... difficulties arising from the interpretation of the information contained herein The information contained herein does not purport to cover all details or variations in equipment or to provide for every possible contin gency to be met in connection with installation operation or mainte nance Should further information be desired or should particular problems arise which are not covered sufficient...

Page 26: ...GCA70 302 05 10 02 Printed in U S A ...