Comdial Quick Q Manuel utilisateur

Quick Q

Agent’s User Guide for

the Scout Telephone

GCA70-346.02 11/00

Printed in U.S.A.

Comdial® strives to design the features in our communications

systems to be fully interactive with one another. However, this is not

always possible, as the combinations of accessories and features are

too varied and extensive to insure total feature compatibility.

Accordingly, some features identified in this publication will not

operate if some other feature is activated.

Comdial® disclaims all liability relating to feature non-compatibility

or associated in any way with problems which may be encountered by

incompatible features. Notwithstanding anything contained in this

publication to the contrary, Comdial makes no representation herein

as to the compatibility of features.

Contents

The Scout Telephone for Agents .................1

Description of the Display (Idle Display)...........2

Interaction with FXS/DXP ......................3

Signing-in to QuickQ...........................4

Receiving An ACD Call.........................6

Transferring An ACD Call ......................7

Requesting Help...............................8

Wrap-up: Disconnecting from a Call ............10

Placing Outgoing Calls ........................11

Assigning an Account Code ....................11

Alarm Condition .............................12

Things to Remember ..........................13

Log-in Procedure .............................14

Log-in for Multiple Groups ....................15

Signing-in to QuickQ..........................16

Agent’s User Guide for the Scout Telephone i

QuickQ GCA70-346

Notes

ii Agent’s User Guide for the Scout Telephone

GCA70-346 QuickQ

The Scout Telephone for Agents

•QuickQ versions using software release 3.0 (or later) allow the

use of up to nine Scout digital wireless telephones. Using these

telephones provides users with maximum freedom to move about

within the call center.

•The F1 button should be programmed as the OAI button (labeled

ACD) on your Scout telephone. This button enables you to sign

into QuickQ. Buttons F2, F3, and F4 should be programmed to

function the same as the three interactive buttons on the propri-

etary 12-button and 24-button telephones while QuickQ is active.

•All displays shown in this guide are as seen on the 20-character

(10 characters x two lines) Scout display.

Agent’s User Guide for the Scout Telephone 1

QuickQ GCA70-346

Description of the Display (Idle Display)

Scout Interactive Button Definitions

Scout

Display

Standard

Display

Scout

Display

Standard

Display

Ab ABORT Ok OK

Ac ACC (account) Ot OUT

Ag AGENT Py PLAY

Al ALL Qt QUIT

As ANSWER Rd READY

By BUSY Rc RECORD

Cf CONF Rj REJECT

Cn CANCEL Rs RELEASE

Cr CLEAR Rp REPORT

Dy DAY Rt RETRY

Ex EXIT Rn RETURN

Hp HELP Sn SCAN

Hd HOLD Se SELECT

In IN Sk SKIP

Lg LOG Sp SPEC’L (special)

Lg LOGOUT St STOP

Mn MENU Tr TRANS (transfer)

Md MODE Vc VOICE

Ms MSG (message) Wp WRAPUP

Nt NIGHT Ys YES

No NO

2 Agent’s User Guide for the Scout Telephone

GCA70-346 QuickQ

This line indicates your present status.

Quick Q Group 01

ByHpLg

This line indicates the function of the interactive

buttons. Please refer to the table below for the

interactive button definitions.

Interaction with FXS/DXP

•To access FXS/DXP features, press the ACD button to exit

QuickQ, if enabled. Then, press F4 (intercom) followed by the

desired feature code.

•Your telephone will respond normally when you access

FXS/DXP features. During FXS/DXP feature operation, QuickQ

will be suspended. This is indicated by a flashing red light above

the ACD button. After completing the DXP feature, press the

ACD button to resume ACD operation.

•Do Not Disturb prevents your phone from ringing on non-ACD

calls; that is, intercom calls and personal calls.

•Call Forward forwards non-ACD calls only; that is, intercom

calls and personal calls.

Agent’s User Guide for the Scout Telephone 3

QuickQ GCA70-346

Signing-in to QuickQ

•Press the ACD (F1) button (OAI button).

•Use the keypad to enter your ID number. Press the Rt (retry)

Interactive button if you enter an incorrect digit.

•Enter your password digits.

4 Agent’s User Guide for the Scout Telephone

GCA70-346 QuickQ

Password:

Rt Qt

Valid Agent ID

Welcome -> QuickQ

Agt ID:

Rt Qt

After 2 seconds

QQ Group 01

ByHpLg

Valid Password

•The above display indicates you are now signed in as an ACD

agent, ready to accept incoming calls. If it is necessary for you to

leave your desk, press the By (busy) interactive button. This will

prevent the ACD from sending calls to you when you are unable

to answer.

•The system will automatically set your telephone to Busy under

the following conditions:

•if you do not answer an ACD call sent to you

•if you place or answer an internal call

•if you answer a transferred call

•if you place an outgoing call during the wrap-up time

Agent’s User Guide for the Scout Telephone 5

QuickQ GCA70-346

Busy

CnHpLg

Pressing Busy

Receiving An ACD Call

•When an ACD call is directed to you, your telephone will ring

and the display will indicate the following:

•If you do not answer this call within the programmed redirect

threshold time, the call will automatically go to another agent.

When the call is redirected, the ACD will automatically make

your telephone busy.

•If you are unable to take this call, press the By (busy) interactive

button, the system will redirect the call to another idle agent. If

there are no available agents, your display will indicate “All

Agents Busy”. You must then answer to avoid losing the call.

•To answer the call, lift the Handset; or if using a headset, press

TALK.

•During your conversation, the above display remains on your

telephone.

6 Agent’s User Guide for the Scout Telephone

GCA70-346 QuickQ

The group is identified on the display.

Group 01

Wt > T

MsRpAg

The time the call has waited is displayed.

After 2 seconds

Call Answered

LinNameSupp

AcWpHp

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