Comdial Acd Quick Q Agents Instructions Manual

QuickQ Agents User Guide
Oct ‘02 Comdial 7
6.  TRANSFERRING A CALL
•  When transferring a call, be aware that you are responsible for 
the transferred call until the intended party answers the call.
•  To transfer a call, press either the PARK button or the 
TRANSFER button.
•  Announce the call to the intended party (paging may be helpful 
for this).
•  Press the WRAP-UP interactive button to disconnect from that 
call. Your display will enter the WRAP-UP mode (refer to page 
10).
•  If the transferred...

Requesting Help
8 Comdial Oct ‘02
7.  REQUESTING HELP
•  The Help function calls the supervisor without interrupting your 
present conversation.
•  During your conversation, press the HELP interactive button.
When the supervisor responds to your request:
•  You now have the option to add the supervisor to your 
conversation (CONFerence) or to place the caller on HOLD 
while you discuss the situation with your supervisor.
7.1  Selecting Conferencing During Help
•  After requesting HELP, press the CONF...

QuickQ Agents User Guide
Oct ‘02 Comdial 9
•  The top line of the display identifies the line and supervisor, 
indicating a conference. 
 Press the RELEASE interactive button 
to drop the supervisor from the call. 
 Press the TRANS 
interactive button to send this call to the supervisor.
7.2  Selecting Hold During Help
•  Press the HOLD Interactive button.
•  This action places the caller on hold and connects you  directly 
with your supervisor.
CONFConnects the supervisor, caller, and yourself....

Wrap-up: Disconnecting from a Call
10 Comdial Oct ‘02
8.  WRAP-UP: DISCONNECTING 
FROM A CALL
•  To complete a call, hang up the receiver.  The system provides a 
preprogrammed wrap-up time to allow you to complete any 
after call work. 
 During the wrap-up time, no calls will be 
directed to you.
•  The display indicates the number of calls holding and the 
number of calls waiting longer than the programmed acceptable 
time (alarm threshold).
•  After the wrap-up time has expired, your telephone will...

QuickQ Agents User Guide
Oct ‘02 Comdial 11
9.  PLACING OUTGOING CALLS
•  Select any outgoing line.
9.1  Assigning an Account Code
•  To assign an account code to a call, press the ACC Interactive 
button during or after the call. 
 Account codes must be preset by 
the supervisor. 
 Account codes can be used on both incoming 
and outgoing calls.
Outgoing Call
ACC                 WRAP-UP          HELP
Number dialed is displayed
Line Name                 Sub-Group Name
ACC                 WRAP-UP...

Placing Outgoing Calls
12 Comdial Oct ‘02
•  Enter the Account Code with the telephone key pad. If you enter 
an incorrect digit, press the RETRY interactive button.
•  If correct press the OK interactive button to return to the 
previous state.
•  Calls can have more than one account code.  To enter additional 
codes, repeat above exercise for each.
Account Description
RETRY                                           OK 

QuickQ Agents User Guide
Oct ‘02 Comdial 13
10.  ALARM CONDITION
•  An alarm tone sounds on your telephone when waiting calls 
have exceeded the time on hold set by your supervisor.
•  This alarm will sound regardless of your activity (idle, busy, or 
on a call).
Waiting                 12                      >T:3
XXX                    XXX                  XXXAlarm Display 

Things to Remember
14 Comdial Oct ‘02
11.  THINGS TO REMEMBER
•  If your display is showing the time and date, your telephone is 
either not logged-in or QuickQ is suspended. 
 Press the QuickQ 
button to resume.
•  QuickQ will automatically make your telephone Busy if you 
miss an ACD call.
•  QuickQ will temporarily make your telephone Busy if you:
•  answer a transferred call
•  retrieve a parked call
•  answer or place an intercom call
•  answer or place a non-ACD call
•  When you complete either of...

QuickQ Agents User Guide
Oct ‘02 Comdial 15
12.  LOG-IN PROCEDURE
Welcome to QuickQ
Agent ID:
RETRY                                       QUIT
Password:
RETRY                                        QUIT
Quick Q:                         Group Name
BUSY               HELP                 LOG
Busy
CANCEL                HELP              LOG
Log Procedure
IN                        CANCEL           OUT
TIME
OPTIONS
Return to FX II 

Log-in Procedure
16 Comdial Oct ‘02
12.1  Log-in for Multiple Groups
Note:  Each group that you belong to is displayed in the order of your 
priority in each one. For example, if you belong to three groups (1, 2, 
and 3) and your priority is highest in group 3, Group 3 is displayed 
first.
Group 1?
IN                          SKIP                 ALL
QuickQ                                Multi 03
BUSY                HELP                  LOG